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:01/24/2025

  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.

  Didnt sign up for reoccurring payments but they were withdrawn automatically and after canceling subscription that I didnt order, they did not stop payment

  Business Response

  Date: 01/28/2025

  ***** Drinkmam
  **********************
  Menomonie, WI 54751
  
  Date: 1/27/25
  
  Complaint ID: ********
  Account *************************
  
  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.
  Our records reflect that you enrolled online for automatic shipments of Kind Science October *******, with the purchase of a special discount offer for a 4-piece 30-day starter kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the replenishment shipments is provided in the shopping cart before any personal information is entered, before an order is finalized and in the order confirmation email.  More specifically,directly above the Pay Now button the terms of the purchase are provided a final time before the order is submitted. It states: I understand that one month after my first order is shipped, and then approximately every three months thereafter, I will be sent a full-size supply of Kind Science 4-Piece Starter Kit. Each shipment will be charged in three payments of $49.95 plus $3.99 for shipping and handling charges per month. I understand there is no minimum to buy, and I can easily customize or cancel this program just by visiting **************************************************************************; Your authorization of future shipments and associated charges was provided by submitting your payment there by finalizing your order. We regret if you found the offer unclear in any way.
  
  Kind Science products are available without an automatic replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.
  
  Your initial order, the 4-Piece 30-day introductory kit, was sent October 21, 2024, for a total cost of $52.70 which was charged in full at shipping to the credit card provided. 
  
  On November 22, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $170.73 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $56.91 was charged at the time of shipping; the 2nd installment of $56.91was charged as scheduled on December 23rd leaving a balance of $56.91.
  
  On December 27, 2024, your subscription was cancelled per your request.  Information was provided regarding your 2nd shipment and the remaining balance. Please be advised while cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Since no return was received the 3rd and final installment of $56.91 was charged as scheduled on January 23, 2025, bringing your account balance to zero.
  
  On January 24, 2025, we received your call regarding the recent charge. The charges were explained.  Your account status as cancelled and paid in full was confirmed.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:12/30/2024

  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.

  On May 9, 2024 I ordered products from Kind Science. After ordering I tried to cancel any subscription that I had. On their website there is no way to access your account. When I tried to log in it would always bounce me back to the home page. On June 10, 2024 I was charged again for the products and they were delivered to my house. I accepted the second delivery and paid for the delivery. I then cancelled my account. I am now recieving collection notices from Kind Science stating that I owe ******. I have never recieved another delivery nor have I order any other products. I still cannot access my account and there is not itemization on the bill, so I cannot even tell what I am being charged for. Kind Science is threatening to send me to collections for non payment. I have sent them documentation of payment but they continue to send me collections notices. I just want them to stop harrasing me.

  Business Response

  Date: 01/11/2025

  ****** **********
  **********************
  UNIT 4205
  *********************
  
  Date: 1/7/25
  
  Complaint ID: ********
  Account ************
  
  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.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science May 9, 2024, with the purchase of a special discounted offer for a 6-piece 30-day introductory kit.
  
  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.  Customers that choose to purchase any of our discounted introductory kit offers are informed that they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order, the 30-day introductory kit, was sent May ******, for a total cost of $80.87 which was charged in full at shipping to the credit card provided. 
  
  On June 10, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $323.50 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $107.82 was charged at the time of shipping leaving a balance of $215.68.
  
  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 May, prior to receipt of your Better Business Bureau complaint. Although there is not an account self-management option available online at this time, our website does offer 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.
  
  On June 27, 2024, we received notification from your credit card of a pending dispute of the $107.82, the 1st installment charged for your 2nd shipment.  We responded with an explanation of the charge and the dispute was settled in our favor.  Your Kind Science account was cancelled due to the dispute.  Please be advised that 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.
  
  On July 10, 2024, we attempted to charge the 2nd installment of $107.82 for your 2nd shipment as scheduled but the request was declined by your credit card.  This left the remaining balance of $215.68 as due and activated the auto past due billing process to send monthly notices advising of this balance.
  
  Although the 60-day guarantee has expired for your 2nd shipment and our records do not indicate that any returns have been received to present date, as a gesture of goodwill (in exception to our advertised policy) the remaining balance of $215.68 has been cleared.  Further, ****************** was notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  Per your request your contact information has been removed from our marketing databases. Please allow 4-6 weeks for these changes to take effect.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:12/20/2024

  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 ordered product with a money back guarantee. Apparently, I was also registered into a club for repeated shipments. I called the customer service to end the subscriptions and sent all received product back unopened. I have not received a credit for my original purchase nor the payment after that.

  Business Response

  Date: 12/26/2024

  ***** ******
  ******************************************************
  
  Date:12/23/2024
  
  Complaint ***********
  Order Number:SPKS56320
  
  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.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science September 24, 2024, with the purchase of a special discounted offer for a 6-piece 30-day introductory kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our discounted introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the replenishment shipments is provided in the shopping cart before any personal information is entered, before the order is submitted and in the order confirmation email.  We regret if you found the offer unclear in any way.
  
  Your initial order, the 30-day introductory kit, was sent September 25, 2024, for a total cost of $65.20 which was charged in full at shipping to the credit card provided. 
  
  On October 25, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $277.14 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $92.38 was charged at the time of shipping leaving a balance of $184.76.
  
  On October 31, 2024, your subscription was cancelled per your request.  Information was provided regarding your 2nd shipment still in transit at the time, the remaining balance and return instructions.  As a courtesy an additional 30% discount was applied to the cost to encourage you to keep the shipment.  This lowered the balance remaining to $92.38.  Please be advised that 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.  The advertised money back guarantee states: If youre not completely satisfied,simply return the containers within 60 days of receipt (for a full refund of purchase price less shipping and handling), even if empty.
  
  On November 26, 2024, the 2nd and final installment of $92.38 for your 2nd shipment was charged as scheduled.
  
  On December 7, 2024, your financial institution reversed the November payment of $92.38 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $92.38 as due and payable.  We did not contest this disputed payment,thereby letting the chargeback stand as a refund with no additional billing efforts to attempt to collect the balance.
  
  Our records do not indicate that any returns have been received from you to present date therefore no additional refunds are due.   At this time the 60-day Money-Back Guarantee for your initial purchase on September 24th has expired.  The *** for your 2nd shipment expires January 5, 2025.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:12/18/2024

  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 purchased a sample kit from kind science which was a subscription on Sept 16. I canceled my subscription approximately ***** days later. Then on ***** I was charged a fee of $91.74 so I chatted with them online and questioned why I was charged when I had canceled my subscription they could not tell me what happened but they had already shipped my subscription and that I could return it if I want. I told her I would keep it at that time since it had already shipped out. No where in that conversation did she say there would be two more fees coming out or what the total cost was so I thought that was all I had to pay. Then on ***** I was charged again and that when I was told the total price was $****** I would never pay that for skin care so I asked what I needed to do and I was told I could ship the product back so I did with a tracking number and was told once it was received I would receive a refund minus shipping. So I did with a tracking number. I chatted again last week with them to see if the received my product was told yes and that I would get a refund of $159.09. Well today I got an email that I am being charged a third time for the $91.74. This is why I am filing the complaint. They tell you one thing when you chat with them and do completely opposite of what they say. Can you please help me get my full refund back. They now ow me the ******. I have pictures of my some of my conversations but it will not let me add it says its too big so not sure how to fix that. But I spoke with ******* about where to return it. And I spoke to Raf to make sure they received my package and when to expect a refund which I have not received. I do not remember who I spoke to about cancellation but supposedly they document everything when you call.

  Business Response

  Date: 12/23/2024

  ******** *******
  101 ***************************************************************************** ***********
  Order Number: SPKS50325
  
  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 ScienceSeptember 15, 2024, with the purchase of a 30-day introductory kit.   Your order was shipped September16th for a total of $64.75 which was charged in full to ****** account provided.
  
  On October 16, 2024, per the terms of your purchase, your 2nd shipment, a 90-day replenishment kit, began processing for delivery and was sent October 17th for a total of $275.22 to be billed in 3 installments over a 30-day billing cycle.  The 1st installment of $91.74 was charged at this time leaving a remaining balance of $183.48.
  
  Also, on October 17th your account was cancelled per your LiveChat request.  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.  We regret to learn from the chat transcript that you were informed of only one remaining payment of $91.74 instead of two and full balance of $183.48.  We apologize for any confusion this may have caused.
  
  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 before October 17th.
  
  On November *******, the 2nd installment of $91.74 was charged as scheduled leaving a balance of $91.74.
  
  We received your Live chat inquiries regarding the 2nd installment on November 17th &19th.  Billing was explained,the remaining balance and return instructions provided.
  
  You provided us with the tracking number for the return on December 10th which indicated that it had reached our facility.  You were informed that the return was in process and a refund should be issued within 3 5 business days.  Our records indicate that your return was not applied to your account through the normal process.  This delay meant that on December 17, 2024, the 3rd and final installment of $91.74 was charged.
  
  A returned shipment must go through several steps to be scanned in, processed, and have credit issued for the returned items to the appropriate account.  There are times when a return might not reach us or when it does, there is not enough information included with the return to locate the correct order/account so credit can be issued.  That is why we suggest that customers obtain a receipt or tracking number (as you did) for the return and keep it as a record until a refund is issued.
  
  When you contacted us on December 18th refunds were issued totaling $259.05.  Per the terms of our 60-Day Money-Back Guarantee, the $16.17 (s&h plus applicable state tax on that charge) was not refunded.
  
  As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation.  When you provided tracking information for the return on December 10th this issue should have been reviewed more closely and resolved at that time.  We would like to apologize for any frustration you've experienced as a result. Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Your Kind Science account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:12/13/2024

  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 signed up for a TRIAL kit from kind science and was told I could cancel at any time - this was on November 3, 2024. I have NOT still received the initial trial product (it is today December 12th). I received my first "large" product shipment today, December 12, 2024. I realized something was not right. I looked at my credit card and saw that $93.67 was charged several days ago, in addition to my $66.10 on November 3rd. And now I understand that there will be two more payments getting charged! I feel COMPLETELY DECEIVED. This is unacceptable business practice. I didn't even get to test the trial product -- the whole purpose of the trial. (and I agree with other posted issues -- they do tell you about the future shipments, but in small print and confusing wording "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 Science 6-Piece Deluxe Kit. Each shipment will be charged to the payment method you provide today, in three monthly payments of $79.95 plus $4.99 for shipping and handling charges unless you call ************** or visit ********************************************************************" -- WHICH BY THE WAY YOU CAN NOT CANCEL ONLINE). I will call tomorrow (even though I am insanely busy right now) to cancel --- I would like to send this product back but from I am reading up here I doubt I will get my money back. So disappointed. Always loved *****, no more.

  Business Response

  Date: 12/23/2024

  *****************
  *************************************************************************
  
  Date: 12/20/2024
  
  Complaint ID: ********
  Order Number: SPKS60930
  
  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 November 3, 2024, with the purchase of a special discounted offer for a 6-piece 30-day introductory kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our discounted introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the replenishment shipments is provided in the shopping cart before any personal information is entered, before the order is submitted and in the order confirmation email.  We regret if you found the offer unclear in any way.
  
  Your initial order, the 30-day introductory kit, was sent November 4, 2024, for a total cost of $66.10 which was charged in full at shipping to the credit card provided. 
  
  On December 6, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $281.01 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $93.67 was charged at the time of shipping leaving a balance of $187.34.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (or with this complaint), nor any other contact received in reference to your account since your enrollment in November, prior to receipt of your Better Business Bureau complaint.  Our website offers multiple options to contact us via email, phone, or online Live Chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Although we were unaware that you had not received your initial order or of your desire to cancel until this complaint,as a gesture of goodwill and exception to our 60-day Money Back Guarantee the remaining balance of $187.34 due for the 2nd shipment has been cleared.  Also, a refund of $66.10 has been issued for the initial order you did not receive.  Please allow 3 5 business days for the funds to post.
  
  Your Kind Science account is now closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:11/26/2024

  Type:Billing 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 package of their skin care products. Unbeknownst to me, I also signed up for a subscription. It arrived around October 14, 2024 and my credit card was charged $105.64. I first checked the website to see if I had an account I was unaware of so I could cancel the order. There was no account I could log into. Then I spoke with customer service and told them I was unaware that I had signed up for a subscription and would like to cancel it. It was then the agent told me I would be charged for 2 more months $105.64 each month until the box was paid for. I expressed my frustration and said I would be mailing the box back. She told me to mail it to the address on the label, ****************************************. I mailed the box on October 29, 2024 via priority mail at a cost of $14.67. I cannot locate the receipt with the tracking number. I have asked at the mailing location if I can track the package, I cannot. Kind Science is claiming they haven't received the box and charged my credit card on 11/14/24. I know the box is in their possession. I am frustrated as they keep telling me there is nothing they can do and they will charge my credit card again in December. They have said after December they won't charge me again. I am not sure this is true. I need help getting my money back for a product I returned to them. Thank you, ******

  Business Response

  Date: 12/04/2024

  ****** **********
  **************
  *********************
  
  Date: 12/3/24
  
  Complaint ID: ********
  Account ****************
  
  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.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science September 13, 2024, with the purchase of a special promotional offer for a 6-piece 30-day introductory kit.
  
  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.  Customers that choose to purchase any of our introductory kit special offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  We do offer the ability to purchase Kind Science products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.
  Information regarding the replenishment shipments is provided in the shopping cart order summary before any personal information is entered, before the order is submitted and in the order confirmation email.  We regret if you found the offer unclear in any way.
  
  Your initial order, the 30-day introductory kit, was sent September 13, 2024, for a total cost of $79.45 which was charged in full at shipping to the credit card provided.
  
  On October 14, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $316.92 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $105.64 was charged at the time of shipping leaving a balance of $211.28.
  
  Also on October 17, 2024, your subscription was cancelled per your Live Chat request.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Since your account did not reflect any returns the 2nd installment of $105.24 was charged as scheduled on November 13th leaving a balance of $105.24.
  
  Please be advised that a returned shipment must go through several steps to be scanned in,processed, and have credit issued for the returned items to the appropriate account. We will always do our best to process returns and issue refunds as quickly as possible, once received.   There are times when a return might not reach us or when it does, there is not enough information included with the return to locate the correct order/account so credit can be issued.  That is why we suggest that customers obtain a receipt or tracking number for the return and keep it as a record until a refund is issued.
  
  Although our records do not reflect any returns received to present date, as an exception to our return policy a refund of $196.31 has been issued and the remaining balance of $105.24 cleared.   The $14.97 s&h was not refunded per our 60-day Guarantee which does specify that shipping costs are a non-refundable item.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  
  

  Customer Answer

  Date: 12/13/2024

   
  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:11/20/2024

  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 the starter set from Kind Science. I did not request automatic refills but have had 2 payments of $59.46 each and 1 shipment that I sent back unopened and marked return to sender.I notified them of all of this and they assured me my account ws closed. All I seek is a refund for funds withdrawn. The online phone # I have for them has been discontinued. Thank you for your help.

  Business Response

  Date: 11/27/2024

  ******* ******
  **********************************************************************************
  
  Date: 11/22/24
  
  Complaint ***********
  Order Number: SPKS70235
  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.
  
  We regret if you experienced any difficulty contacting us by phone. Our website offers multiple options to contact us via email, phone, or chat which are regularly tested without issue.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science September 14, 2024, with the purchase of a special promotional offer for a 30-day introductory Renewing Starter kit.
  
  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.  Customers that choose to purchase any of our introductory kit special offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  We do offer the ability to purchase Kind Science products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.
  
  Information regarding the replenishment shipments is provided in the shopping cart order summary before any personal information is entered, before the order is submitted and in the order confirmation email.  More specifically, directly above the Pay Now button the terms of the purchase are provided a final time before the order is submitted. It states: I understand that one month after my first order is shipped, and then approximately every three months thereafter, I will be sent a full-size supply of Kind Science Renewing Starter Set. Each shipment will be charged to the payment method you provide today, in three monthly payments of $49.95 plus $3.99 for shipping and handling charges plus any applicable sales tax.  I understand there is no minimum to buy, and I can easily customize or cancel this program just by visiting **************************************************************************; Your authorization of future shipments and associated charges was provided by submitting your payment, finalizing your order. Your initial order confirmation email also includes the same info.  We regret if you found the offer unclear in any way.
  Your initial order, the 30-day introductory kit, was sent September 16, 2024, for a total cost of $55.06 which was charged in full at shipping to the credit card provided. 
  
  On October 17, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $178.42 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $59.48 was charged at the time of shipping leaving a balance of $118.94.
  
  Also on October 22, 2024, your subscription was cancelled per your Live Chat request.  Information was provided regarding your 2nd shipment and the remaining balance. While cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.

  Please be advised that 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.  Since your account did not reflect any returns received the 2nd installment of $59.46 was charged as scheduled on November 17th.

  Although our records still do not reflect any returns processed on your account to present date, as a gesture of goodwill a refunds totaling $105.74 have been issued.  The $13.20 s&h was not refunded per our 60-day Guarantee which does specify that shipping costs are a non-refundable item.  Please allow 3 5 business days for the funds to post.

  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 12/03/2024

   
  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:11/20/2024

  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.

  In no way when I purchase the trial size did it say that I had to become a member nor did it say I was going to be charged $91.21 for their full sized product. I have a serious problem with omitting information. I have a serious problem with hidden charges. I have a serious problem with not being honest. I bought the trial size to try it. I did not buy the trial size to subscribe to it. This is a horrible business practice. Im returning the product they are charging me $91.21.

  Business Response

  Date: 11/27/2024

  *** *******
  *********************************************************
  
  Date: 11/22/24
  
  Complaint ***********
  Order Number: SPKS68013
  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.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science September 18, 2024, with the purchase of a special promotional offer for a 6-piece 30-day introductory kit including the Ultrasonic Facial Cleansing Brush as a free bonus item.
  .
  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.  Customers that choose to purchase any of our introductory kit special offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  We do offer the ability to purchase Kind Science products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.
  Information regarding the replenishment shipments is provided in the shopping cart order summary before any personal information is entered, before the order is submitted and in the order confirmation email.  More specifically, for the offer you purchased the order summary stated: 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 Science 6-Piece Deluxe Kit. Each shipment will be charged to the payment method you provide today, in three monthly payments of $79.95 plus $4.99 for shipping and handling charges unless you call or visit ******************************************************************** to cancel. There is no commitment and no minimum to buy.  All orders are subject to applicable sales tax.  And again, directly above the Pay Now button the terms of the purchase are provided a final time before the order is submitted. It states: I understand that one month after my first order is shipped, and then approximately every three months thereafter, I will be sent a full-size supply of Kind Science 4-Piece Starter Kit. Each shipment will be charged in three payments of $49.95 plus $3.99 for shipping and handling charges per month. I understand there is no minimum to buy, and I can easily customize or cancel this program just by visiting **************************************************************************; Your authorization of future shipments and associated charges was provided by submitting your payment, finalizing your order. Your initial order confirmation email also includes the same info.  We regret if you found the offer unclear in any way.
  
  Your initial order, the 30-day introductory kit, was sent September 18, 2024, for a total cost of $64.37 which was charged in full at shipping to the credit card provided. 
  
  On November 13, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $273.63 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $91.21 was charged at the time of shipping leaving a balance of $182.42.
  
  Also on November 13, 2024, your subscription was cancelled per your Live Chat request.  Information was provided regarding your 2nd shipment and the remaining balance. While cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.  As an exception to our advertised return policy the remaining balance of $182.42 was cleared at this time.
  
  Per **** tracking information for your 2nd shipment we see that you are returning it via return to sender.  Please be advised that 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.  Therefore, as a gesture of goodwill a refund of $85.86 has been issued prior to the receipt of your return.  The $5.35 s&h was not refunded per our 60-day Guarantee which does specify that shipping costs are a non-refundable item.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:11/18/2024

  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 ordered this product over the phone no mention of future shipments my face was dried out and flaky using this product I discontinued using it In fact I have=everything that sent to me originally On 11/14/24 I received another order which I never subscribed the company would not provide a return shipping label and stated would waiver the next future payment for something I didnt order I want a refund for not only the last payment but original payment too along with shipping I paid to return everything returned 11/15/24 including the money back guarenteed original order

  Business Response

  Date: 11/21/2024

  ****** *******
  *****************************************************
  
  Date: 11/20/24
  
  Complaint ***********
  Account Number: *********
  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.

  We regret to learn that you may have experienced a potential reaction with Kind Science as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any potential reaction to this product is documented and addressed.

  Our records reflect that you enrolled online for automatic shipments of Kind Science October 3, 2024, with the purchase of a special offer for a 4-piece 30-day starter kit.

  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the replenishment shipments is provided in the shopping cart before any personal information is entered, before the order is submitted and in the order confirmation email.  More specifically,directly above the Pay Now button the terms of the purchase are provided a final time before the order is submitted. It states: I understand that one month after my first order is shipped, and then approximately every three months thereafter, I will be sent a full-size supply of Kind Science 4-Piece Starter Kit. Each shipment will be charged in three payments of $49.95 plus $3.99 for shipping and handling charges per month. I understand there is no minimum to buy, and I can easily customize or cancel this program just by visiting **************************************************************************; Your authorization of future shipments and associated charges was provided by submitting your payment, finalizing your order. Your initial order confirmation email also includes the same info.  We regret if you found the offer unclear in any way.
  
  Your initial order, the 4-Piece 30-day introductory kit, was sent October 4, 2024, for a total cost of $54.90 which was charged in full at shipping to the credit card provided. 
  
  On November 5, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $177.87 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $59.29 was charged at the time of shipping leaving a balance of $118.58.
  
  On November 14, 2024, your subscription was cancelled per your request.  Information was provided regarding your 2nd shipment and the remaining balance. While cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Although your account does not reflect that any returns have yet been received, as a gesture of goodwill the remaining balance of $118.58 has been cleared.  Once your returns are received a refund will be issued.  Please be advised that a returned shipment must go through several steps to be scanned in, processed, and have credit issued for the returned items to the appropriate account: this may not always occur instantaneously at the time a return's tracking information indicates delivery to our facilities. We will always do our best to process returns and issue refunds as quickly as possible. Once received, we ask that customers please allow up to 7 business days to process the refund, per our Guarantee policy.  If you prefer, you can provide the tracking number for your return to the customer specialist when they reach you.  The number can be used to confirm your return and process a refund.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  ****** *.

• Initial Complaint

  Date:11/14/2024

  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 have returned all product within 60 days and have not received my refund as stated on their webpage. I called and was put off -- still no refund -- I will probably have to call again. What is the BBB doing to shut this scam down?

  Business Response

  Date: 11/21/2024

  ****** *******
  ************************
  ****************
  
  Date: 11/19/24

  
  Complaint ID: ********
  Account Number: *********
  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.
  Our records reflect that you enrolled online for automatic shipments of Kind ScienceSeptember 14, 2024, with the purchase of 30-day introductory kit. 
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the replenishment shipments is provided in the shopping cart before any personal information is entered, before the order is submitted and in the order confirmation email.  We regret if you found the offer unclear in any way.
  Your initial order, the 5-piece 30-day introductory kit, was sent September 17, 2024, for a total cost of $63.70 which was charged in full at the time of shipping to the ****** account provided.
  On October 18, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $269.85 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $89.95 was charged at the time of shipping leaving a balance $179.90.
  Your account was cancelled per your request on October 29th,information was provided regarding the remaining balance due for your 2nd shipment. 
  On November 14, 2024, we received your call inquiring about a return.  Although our records did not indicate that any returns had been received at that time (or to present date) as an exception to our advertised return policy refunds of $63.70 and $74.98 were issued prior to the receipt of your return.  Per the terms of our 60-Day Money-Back Guarantee, the $14.97 s&h (plus applicable sales tax on that charge) for your 2nd shipment was not refunded.  Please allow 3 5 business days for the funds to post. 
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  ****** *.
  Contact Center Operations Director