Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I unsubscribed because of their high prices and also because I just wanted the introductory offer. I went to the account and cancelled my subscription. Then all of a sudden these bills started coming?

  Business Response

  Date: 07/15/2025

  **** ********
  *********************************
  *******************
  
  Date: 7/14/25
  
  Complaint ID ********
  Order: SPKS46551
  
  Dear Mr. ********************** you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you were sent two Kind Science kits before your subscription was cancelled.  The first shipment was a 30-day introductory kit which was billed in full when it was ordered and sent September 10, 2024.  The 2nd was a 90-day replenishment kit with the cost billed in 3 monthly installments instead of one full payment when shipped.  The 1st installment of $92.51 was paid when the order shipped on October 11th leaving a balance of $185.02 to be billed in November and December of 2024.  Per **** tracking number ************************** the shipment was delivered October 16, 2024.
  
  When we attempted to charge the 2nd installment November 11, 2024, as scheduled, the request was declined by *******  The auto past due billing process was activated at this time to send monthly reminders of the remaining balance.  Several invoices have been sent since this date.   
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in September, prior to receipt of your Better Business Bureau complaint.  Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  After 6 months of invoices with no response received, your subscription was cancelled. 
  
  While your remaining past-due balance is valid, as explained above, as a gesture of goodwill, the balance has been cleared. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last December I spoke with a live agent and I was very clear that I wanted to cancel my subscriptions (completely cancel them). He tried talking me into pausing my subscription and resuming in May. I initially considered it but in the end I clearly said I wanted to cancel all of it. I received a shipment in May and thought, "huh...weird...maybe I had one more coming from a payment I had previously made". This last week I received another shipment. I checked my bank account and I was charged for both shipments. They still have me on a subscription even though I clearly stated I wanted all subscriptions canceled. I've attached a screenshot of the email I received confirming my cancellation.

  Business Response

  Date: 07/25/2025

  ***** *******
  ********************
  ******************
  
  Date: 7/24/25
  Complaint ID: ******** 
  Order: SPKS256218
  
  Dear Ms. *************************** you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Your account does reflect your live chat with our Kind Science customer service team on December 22, 2024, regarding cancelling your subscriptions.  At the time you had three active subscriptions.  Our records reflect that initially instead of cancelling all three you accepted an offer to cancel two and customize the remaining subscriptions to include the items you preferred which lowered cost and would save on shipping charges.  We regret to learn that when you decided to cancel all and not continue with the offer the cancellation of the third subscription was incorrectly process leaving future shipments active for that custom kit.   You would have received a separate automated email cancellation confirmation for each of the cancelled subscriptions.  We apologize for any inconvenience or frustration this may have caused. 
  
  On July 5, 2025, your remaining subscription was cancelled per your request.  Also, as a goodwill gesture and token of our apology your last two shipments were refunded. 
  
  Your Kind Science account remains cancelled with nothing further to be shipped or billed.  Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

  Customer Answer

  Date: 07/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was automatically charged $90.89 on October 18, 2024. I received a shipment a few days later to which I returned to sender and cancelled my account. I heard nothing from the company since I returned the shipment and forgot about the $90.89 that was not refunded. Then, I received a bill for $181.78 in APRIL, 2025. I called and explained that I returned the shipment and cancelled my account in OCTOBER. There apparently was a communication issue as the woman told me I could not return the shipment, but it was already returned and I explained she is charging me for a product I do not have. I then received confirmation in April after the phone call that my account was cancelled. I received another bill now stating Past Due. When I call they can not transfer me to a supervisor, I am just told this is what I owe. Every customer service representative I have spoken with has an accent and I believe there are communication problems which is preventing this situation to be resolved. I am extremely ************* customer #*************.

  Business Response

  Date: 07/15/2025

  ****** *****
  *******************
  *****************************
  
  Date: 7/10/25
  Complaint ID: ********
  Order: SPKS51315
  
  Dear Ms. ******
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  The shipment you received in October was a full-size 90-day replenishment kit with a total cost of $272.67 which was scheduled to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $90.89 was charged when the kit was shipped leaving a balance of $181.78 to be billed in November and December. 
  
  Our records do not reflect any returns received to the present date, so we attempted to charge the November payment as scheduled but the request was declined by *******  At this time the auto past due billing process was activated to send monthly notices advising of the remaining balance.  Please understand that by returning a product via "Return to Sender" without verifiable proof of mailing, oftentimes results in a package never being received back to our facility to process a return credit to clear any balance owed. 
  
  When you contacted us on May 13, 2025, regarding the billing notices, the 60-day money back guarantee had expired for that package.  Your account was cancelled at that time but although cancelling stops future shipments it does not cancel any balance due for orders already shipped.  We apologize that a supervisor was not available at the time, so a callback request was submitted.   Our records reflect that a supervisor attempted to reach you on May 15th and left a message with a direct number to our support desk.  We regret that we did not have an opportunity to speak with you before May 13th or since.
  
  While we strive to stay within advertised guidelines for consistency, as a goodwill gesture (in exception to our return policy)the remaining balance has been cleared and the account removed from collections.  Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I talked to **************** and she said that she removed the balance that it shows in this email. She refused to send an email to confirm that. This company is shamefully trying to sell more product than anyone needs. I order what she said was a 3 month supply the first time and did not agree to a subscription to renew every month. Why would anyone need a 3 month supply every month?

  Business Response

  Date: 07/15/2025

  ******* ******
  ********************
  *****************
  
  Date: 7/10/25
  Complaint ID: ********
  ****************
  
  Dear **********
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science on May 29, 2025, with the purchase of a Deluxe 30-day introductory kit. 
  
  We make every effort to make the offers for Kind Science as clear as possible on our websites.  Customers that choose to purchase any of our introductory kit offers are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  This information is provided in several places on the website.  More specifically the order summary for the offer you purchased states:One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a full-size supply of Kind Science6-Piece Deluxe Kit. Each shipment will be charged to the payment method you provide today, in three monthly payments of $XXXXX (cost depends on kit purchased) plus $4.99 for shipping and handling charges unless you call ************** or visit ******************************************************************** to manage or cancel your subscription. 
  
  One-time purchases are available without automatic replenishment, but the one-time offers are only for individual items (not kits) and are only offered at retail pricing.   Besides discounted prices, a subscription can be customize to include the products a customer prefers and received at a frequency the best fits their needs.  We regret if you found the offer unclear in any way. 
  
  Your subscription was cancelled per your live chat request on July 1st which automatically generate the cancel confirmation email reflecting the remaining balance.  When you called customer service after the live chat, the remaining balance due for the replenishment kit shipped June 27 was cleared as a courtesy instead of you returning the shipment.  We apologize but the customer service agent did not have the option of creating an additional email at that time confirming the balance had been cleared.
  
  Rest assured Kind Science account remains closed with a zero balance.  Nothing further will be shipped or billed.
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was really excited to find out that ***** had put out a skin care product routine because Ive been in the market searching for some new skincare product to go along with my new facial routine. I ordered kind science excited to try this new product. I patiently awaited in the mail. I got it. I was loving it lo and behold. I get another charge to my card for another subscription. I wasnt even done with the first shipment of product nor did i think It was a repeat charge. I called the one 800 number and let them know hey look this was just trial and error. I really just wanted to try it see if I liked it. Is there a possibility you can help me Cancel the guy was super nice on the phone and reassured me thatI would be canceling my services But unfortunately since my card was already charged, my second package was already being shipped in the mail. He went over the procedures to return the product so I can get my refund. But ASSURED ME i wouldnt Get charged again lo and behold i wake Up for work today and at 1 o clock in the morning once again my card is charged $75.01. This is ridiculous and I feel like its highway robbery. If you assure to ur customer they WILL NOT get charged again why did i get Charge another time? Lying to your customers is not a way to keep in business. I ate The second charge because I didnt cancel in time. THIS TIME i expect A refund because I was given false information over the phone that my order wan canceled by an employee this company hired.

  Business Response

  Date: 07/15/2025

  ******** ******
  *******************
  *******************
  
  Date: 7/10/25
  Complaint ID: ********
  ****************
  
  Dear **********
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science on April 27, 2025, with the purchase of a 4-piece 30-day introductory kit. 
  
  We make every effort to make the offers for Kind Science as clear as possible on our websites.  Customers that choose to purchase any of our introductory kit offers are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  This information is provided in several places on the website; before an offer is selected, in the shopping cart before any personal information is entered and before payment is submitted.  One-time purchases are available without automatic replenishment, but the one-time offers are only for individual items (not kits) and are only offered at retail pricing.  We regret if you found the offer unclear in any way.
  
  On May 27th,per the terms of your purchase, a 2nd shipment (a full-size 90-day replenishment kit) began processing for delivery as scheduled for a total cost of $255.05 to be billed in 3 installments over 30-day billing cycles. The 1st installment of $75.02 was authorized at that time, leaving a balance of $150.03 to be billed in June and July.
  
  On May 28th,your subscription was cancelled per your request.  Information was provided regarding the 2nd shipment and the available 60-day money back guarantee.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped (or already processed) prior to cancellation.  We apologize for any miscommunication or misinformation provided regarding the balance.  Per our guarantee any balance remaining would be cleared when the order was returned for credit.  Since your account did not reflect any returns, the 2nd installment of $75.01 was charged June 30th as scheduled leaving one more installment to be billed in July.
  
  As a gesture of goodwill in exception to our return policy and a token of our apology for any misunderstanding, a refund for the June 30th charge has been issued and the remaining balance due cleared.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered kind science thru a tv commercial. I received the product and was charged ***** which is more than what it was worth as everything was trail size. Then I get an email regarding another shipment. I emailed back said to please cancel I dont need it. They said it was too late and product has shipped. My card was then charged ******. I did receive product and sent another email please cancel future. I felt since I received this and did not want the hassle of returning I did not dispute it. But advised to cancel any future. I honestly didnt see anything about auto ship. I do not order anything when I see auto ship nor did I see anything about if I cancel I would owe ******. as I did the scan from my phone with the TV. But cancel means cancel! Now they keep sending me a bill due of ****** are you kidding me? So you mean the trial and the few things in the 2nd box is a total of ****** for cream? This is ridiculous! That need to make this right and Im sure with all these complaints they know this. ***** you can doing better than this!!!!

  Business Response

  Date: 07/08/2025

  ******* *********
  ***************           
  *****************
  
  Date:7/8/25
  
  Complaint ID: ********
  Order: SPKS168094
  
  Dear Ms. *********************** you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science on February 16, 2025, with the purchase of a 7-piece 30-day introductory kit. 
  
  We make every effort to make the offers for Kind Science as clear as possible on our websites.  Customers that choose to purchase any of our introductory kit offers are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  This information is provided in several places on the website; before an offer is selected, in the shopping cart before any personal information is entered and before payment is submitted.  One-time purchases are available without automatic replenishment, but the one-time offers are only for individual items (not kits) and are only offered at retail pricing.  We regret if you found the offer unclear in any way.
  
  On February 17, 2025,your initial order (the 30-day introductory kit) was sent for a total cost of $81.51 which was billed in full at this time to the credit card provided.
  
  On March 31, 2025,per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $326.07 to be billed in 3 installments over 30-day billing cycles. The 1st installment of $108.69 was charged at this time, leaving a balance of $217.38.
  
  On April 1, 2025, your subscription was cancelled per your request.   A confirmation email was sent which provided the remaining balance and payments scheduled for your 2nd shipment since although cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  The order will continue to bill until paid in full or is returned for credit within the 60-Day Money-Back Guarantee.  An additional email in response to your inquiry about the balance was sent April 2nd explaining the billing.
  
  Since the 2nd shipment was not returned, we attempted to process the 2nd installment of $108.69 for that shipment on April 30th as scheduled, but the request was declined by ******. Invoices have been sent monthly to remind you of the remaining balance.
  
  Although we strive to stay within advertised guidelines for consistency,as a gesture of goodwill and in exception to our return policy, the remaining balance due has been cleared.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a trial kit from Kind Science to test the product. The company enrolled me in a subscription on the initial order. It must have been written/hidden somewhere in the legal writing because I would not have purchased had I known there was a subscription attached. I tried to cancel the subscription on their website through my customer portal and was not able to. I then tried to remove all the products from the subscription and it only allowed me to remove 3 of the 6 items from the subscription. The cancel subscription button on display did not work. It only allowed for a reschedule (which I do not want- I want all future orders cancelled). I sent 4 messages through their online chat requesting a cancellation to the subscription and requested a cancellation date of June 12, 2025. I also sent an email on June 12, 2025 also requesting the (shady) subscription be cancelled immediately. The next order, according to their webpage is to be sent out on July 11. I am providing ample time for all orders to be cancelled as I have not even received the initial trial purchase yet. Kind Science customer number below in attachments.

  Business Response

  Date: 06/20/2025

  Elisha Farnan
  8325 Winter Falls Trail
  Hurst, TX 76053
  
  Date: 6/20/25
  
  Complaint ID: 23463531
  Account:
  SPKS237462
  
  Dear Ms.
  Farnan,
  
  Thank you for contacting us through the Better
  Business Bureau. We received your inquiry and sincerely apologize for any
  miscommunication. We take these complaints very seriously and appreciate the
  time you have taken to let us know about your experience.
  
  We make every effort to be
  forthcoming regarding our promotions and offers for Kind Science® via the
  website, TV infomercials, inbound sales phone line, print materials, product
  packaging and billing.  The Kind Science®
  kit you order was a special promotional offer for a 30-day introductory kit that
  included automatic replenishment ships – as all our introductory kit offers
  do.   When an introductory kit offer is
  selected information about subscription is provided in several places online
  before any personal information is entered or the order can be submitted.  We regret if you found the offer unclear in
  any way.
  
  Your introductory kit order
  was shipped June 11th.  We
  received your call and chat messages on June 13th at which time your
  subscription was cancelled.  An email
  cancellation confirmation was sent to the email address on file.
  
  Per USPS tracking your order
  was delivered June 16th.
  
  If you are still seeing a
  future ship date when you check your online account, then we recommend logging
  out of the member portal (your account) completely, instead of just leaving the
  website.  Since many of our customer
  prefer to take advantage of the “keep me signed in” option there can be a delay
  in refreshing the information after an account is cancelled.  We apologize for any confusion this might
  have caused. Rest assured you subscription was cancelled and remains so with
  nothing further to be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23463531, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Elisha Farnan

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a product from Kind Science on a promotion price on May 3 for $63.13. I received another package and was charged $73.64 and called to tell them that i do not want to be on auto replenish. They said i owe two more payments and that they postponed my account until december. I never set up an account. I asked them to cancel and they wont and so i went to set up an account and it also wont let me change any future charges and product. i will spend more money to return these 2 packages and leave as many bad reviews that i can

  Business Response

  Date: 06/19/2025

  Liane Bollinger
  126 Blossom Drive
  Winchester, VA 22602
  
  Date: 6/19/25
  Complaint ID: 23456370
  
  Account: SPKS230565
  
  Dear Ms.
  Bollinger,
  
  Thank you for contacting us through the
  Better Business Bureau. We received your inquiry and sincerely apologize for
  any miscommunication. We take these complaints very seriously and appreciate
  the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled
  online for automatic shipments of Kind Science® on May 3, 2025, with the
  purchase of a 30-day introductory kit. 
  
  We make every effort to make the offers
  for Kind Science® as clear as possible on our websites.  Customers that choose to purchase any of our
  introductory kit offers are informed they will receive automatic shipments
  until they contact customer service to cancel or make changes to their
  membership.  This information is
  provided in several places on the website; before an offer is selected, in the
  shopping cart before any personal information is entered and before payment is
  submitted.  One-time purchases are available without automatic replenishment, but
  the one-time offers are only for individual items (not kits) and are only
  offered at retail pricing.  We regret if
  you found the offer unclear in any way.
  
  On May 5, 2025, your
  initial order (the 30-day introductory kit) was sent for a total cost of $63.13
  which was billed in full at this time to the credit card provided.
  
  On June 5, 2025, per
  the terms of your purchase, your 2nd shipment (a full-size 90-day
  replenishment kit) was sent as scheduled for a total cost of $220.92 to be
  billed in 3 installments over 30-day billing cycles. The 1st installment of $73.64 was charged at this time leaving a balance of $147.28.
  
  On June11, 2025, we
  received your chat and phone requests to cancel. An offer to postpone the next
  shipment was made but when you declined your subscription was cancelled that
  day per your request.  Information was
  provided regarding the remaining balance due for your 2nd shipment
  since although cancelling an account stops all future shipments, it does not
  cancel the balance due for orders already shipped prior to cancellation.  The order will continue to bill until
  paid in full or is returned for credit within the 60-Day Money-Back Guarantee.
  
  As a gesture of goodwill and in
  exception to our return policy, the remaining balance of $147.28 due for your 2nd shipment has been cleared.
  
  Your Kind Science® account
  remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Contact
  Center Operations Director

• Initial Complaint

  Date:06/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the sample kit of Kind Science products after seeing ads for it by ***** *********. After that I received an automatic order of full size products that I did not sign up for, and was charged $91.32. When I tried to cancel the order by phone and send the products back (60 day money back guarantee) I was assured that the order had been cancelled, but then received an email for balance due for two more months, $182.64. I then contacted customer service again and I was told my outstanding balance was zero, but they would not send an email confirmation.

  Business Response

  Date: 06/19/2025

  Deann Blackard
  372 County Road 2171
  Hartman, AR 72840
  
  Date: 6/19/25
  
  Complaint ID: 23455991
  Account: SPKS211193
  
  Dear Ms. Blackard,
  
  Thank
  you for contacting us through the Better Business Bureau. We received your
  inquiry and sincerely apologize for any miscommunication. We take these
  complaints very seriously and appreciate the time you have taken to let us know
  about your experience.
  
  Our records reflect that you enrolled online for automatic shipments
  of Kind Science® on April 17, 2025, with the purchase of a Deluxe 30-day
  introductory kit. 
  
  We do make every effort to make the offers for Kind Science® as clear
  as possible on our websites.  One-time
  purchases are available without automatic replenishment, but the one-time
  offers are only for individual items (not kits) and are only offered at retail
  pricing.  Customers that choose to
  purchase any of our introductory kit offers are informed they will receive
  automatic shipments until they contact customer service to cancel or make
  changes to their membership.  We regret
  if you found the offer unclear in any way.
  
  On April 18, 2025, your initial order (the 30-day
  introductory kit) was sent for a total cost of $64.45 which was billed at this
  time to the PayPal account provided.
  
  On May 19, 2025, per the terms of your purchase,
  your 2nd shipment (a full-size 90-day replenishment kit) was sent as
  scheduled for a total cost of $273.96 to be billed in 3 installments over
  30-day billing cycles. The 1st installment of $91.32 was charged at
  this time leaving a balance of $182.64.
  
  On June11, 2025, your subscription was cancelled
  per your request.  As a courtesy due to
  the possible reaction you experienced, a refund was issued for the 2nd shipment and the balance of $182.64 was cleared.  We apologize for any confusion caused by the
  automated cancellation confirmation email you received.  Because the cancellation was process before a
  credit was applied to your 2nd order the email reflected the balance
  due.  Rest
  assured your Kind Science® subscription has been cancelled and the balance
  cleared.  Nothing further will be shipped
  or billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged for 3 months of Kind Science Products - but, didnt receive all items promised, and only enough for 1 month (not 3 months). And I was, actually, not using the product twice a day - I was using it once a day. And the **************** Representative kept arguing with me - instead of trying to settle my dispute. I hope they do indeed Cancel My Subscription, as I have requested. I have noticed in other complaints, that people have had difficulties with canceling, as well

  Business Response

  Date: 06/16/2025

  Donna Meadows
  7220 NE 14th St
  Vancouver, WA 98664
  
  Date: 6/10/25
  
  Complaint ID: 23431659
  Account:
  SPKS229220
  
  Dear Ms.
  Meadows,
  
  Thank you for
  contacting us through the Better Business Bureau. We received your inquiry and
  sincerely apologize for any miscommunication. We take these complaints very
  seriously and appreciate the time you have taken to let us know about your
  experience
  Our records
  reflect that your enrolled for automatic shipments of Kind Science® on November
  2, 2024, with the purchase of a 4-piece 30-day Starter Kit which was shipped
  November 4th. 
  
  On November 25,
  2024, we received your call inquiring about two additional products that were
  not included with your initial purchase as they were not a part of the 4-piece
  30-day starter kit.  As a courtesy those
  items (a neck treatment and eye cream) were sent as a complimentary
  shipment.  Per your request your future
  shipments were customized to 3 pieces.  Since these shipments would be replenishment kits they contained our
  full-size items versus the smaller sample sizes in your initial starter
  kit. 
  
  Your first two
  automatic replenishment shipments were sent as scheduled on December 5, 2024,
  and March 5, 2025, with the total cost of each shipment divided into 3
  installments to be billed over 31-day billing cycles.
  
  Your 4th shipment began processing for delivery on June 2, 2025, and was sent as
  scheduled on June 5th for a total cost of $143.64 to be billed in 3
  installments over a 31-day billing cycle.  The 1st installment of $47.88 was charged at shipping leaving
  a balance of $95.76.
  
  Also on June 5,
  2025, your subscription was cancelled per your request.  Information was provided regarding the
  shipment that had just shipped.  While cancelling an account stops all future shipments, it does not
  cancel the balance due for orders already shipped prior to cancellation: they will
  continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  As
  a gesture of goodwill and in exception to our advertised return policy, the
  remaining balance of $95.76 due for the 4th shipment has been
  cleared.
  
  Your Kind Science® account remains closed,
  with nothing further to be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director