NeuroReviews of neurogum.com

Response from NeuroJan 29, 2025

Hi Atefur, We’re really sorry for the frustration with your order, and we completely understand how disappointing it is to wait longer than expected. For international orders, the shipping timeframe is longer than we’d like due to factors like customs inspections, import regulations, and local postal services, which can cause unexpected delays beyond our control. To account for this, we provide a longer estimated timeframe, which is also noted in our FAQ. That said, we’re sorry if this wasn’t clear when you placed your order. Your order was shipped on January 15th, the day after you placed it, and unfortunately, by the time we received your cancellation/refund request, the package was already in transit, so we weren’t able to stop it. We're so sorry about that. According to tracking, your package was delivered on January 27th, but if you haven’t received it, please reach out to us at [email protected] so we can look into this further and make things right. We truly appreciate your patience and your feedback. -Frances

Response from NeuroJan 29, 2025

Hi Eric, We apologize for the frustration you've had with your orders. It’s important to us that we address all your concerns. For your order in December, we received your email on December 23rd about the product that was accidentally added at checkout, but with the holiday season and limited staffing, our response was delayed. However, we were able to get back to you on December 25th, remove the unwanted product, and issue a refund. Regarding the subscription, at checkout, there’s an option to choose between a one-time purchase or a subscription for recurring deliveries. It looks like the subscription option was selected, which is why you were automatically charged for a second order. This was noted in the order confirmation we sent, but as soon as we received your request, we canceled and refunded the order right away. We also understand that the product didn’t meet your expectations and we’re really sorry to hear about your chipped filling. Your satisfaction is important to us so we’ve sent you an email to make this right. Please feel free to reply, and we’ll do our best to take care of this for you. -Frances