emma G.
TERRIBLE and quite rude customer service
The customer service is terrible. I recently purchased multiple supplements from this company in late November. It is 31 December and I still have not received the item. I have been dealing with horrific customer service that really lets down the business. Kiki is the main culprit. They have made myriad errors, and then do not acknowledge them, nor do they offer assistance in resolving the issues. It is worth noting that the Google Reviews for this company are available at Neurohacker Collective, which was their previous name... they have a lot of negative reviews there regarding similar things. EDIT: Based on their false reply. They sent an incorrect document to Australia's borderforce which caused them to quarantine the item. I asked them to provide a corrected and accurate invoice which they didn't do. So there has been upwards of 30 emails regarding this issue. And still now, as of 6 January, there is no update.
Response from Qualia Life SciencesJan 5, 2026
We’d like to provide additional context for clarity due to this unfair review. The order was placed on December 1 and shipped internationally from the U.S. to Australia. As noted on our website, international deliveries may take up to 22 days. The concern arose around customs fees assessed. By regulation, international shipments require that the retail value be declared on customs documentation. Although the shipment was scheduled to arrive on time, it had been held up due to the customers concern that the declared value on our customs form was incorrect. The customer asked that we change the invoice however we are not able to misrepresent information. During this time, our team worked directly with the warehouse to pause delivery and explore possible solutions. While attempting to assist, our support team was met with discouraging and disrespectful language. We have since canceled the original order and shipped a second shipment to appease the customer's concern. We understand that international shipping and customs processes can be frustrating, and we genuinely tried to help within the limits of applicable regulations. While we made every effort to assist, we understand that our solution did not meet her expectations. We hope she finds a supplement company that's a better fit for her moving forward. EDIT: The new shipment is scheduled to deliver Jan 12. While we do not agree on the outcome, we respect your perspective. We've shared everything we can on this matter and will step back from further public discussion. With gratitude, Team Qualia