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:12/28/2024

  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.

  12-28-24 Was ordering face cream online but my card was "declined", I did not think that was right but I gave them another card. I went to the declined card's website to freeze that account as a precaution, but it was already showing a charge pending. I called both cards used but could not do anything until the charges posted to my account. Trying to contact company but unable to speak to a person, have sent responses to email but no answer. Also, the charges used 2 different company names. I will continue pursuing.

  Business Response

  Date: 12/30/2024

  Dear *******, 

  Thank you for bringing this to our attention, and we sincerely apologize for the confusion and frustration you experienced.
  After carefully reviewing your account, we found that three orders were placed during the ordering process, and the second one was declined (see image). We understand how this might have caused concern, especially when you saw pending charges on your card and noticed different company names associated with the transactions.

  To resolve this, weve already fully refunded the two orders you no longer wish to keep. You should see the refunds reflected on your account shortly, depending on your banks processing time.

  We also want to apologize for the delay in responding to your concerns. Our Customer Happiness team has been exceptionally busy, but we are always doing our best to respond to every customer in a timely manner. To help ensure you can reach us when needed, we offer multiple ways to contact our team: phone, email, chat, and a self-service portal where you can manage your orders directly.

  We want to assure you that we are not scammers. We are a reputable company committed to providing high-quality products and excellent service to our customers. Again, we deeply regret that the ordering process caused confusion and are actively working to improve clarity in our system to prevent similar situations in the future.

  *******, if theres anything further we can do to assist or if you have additional concerns, please dont hesitate to reach out to our Customer Happiness team at ************** or via email at ******************************** Were here to help and ensure your satisfaction.

  Customer Answer

  Date: 12/30/2024

   
  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.

  I appreciate the response and quick resolution. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/03/2024

  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.

  On Nov 30, 2024, I ordered a Serum Package Six Bottle Discounted Supply for $138. The credit card I provided was rejected at first, then Sun Coast texted me and asked my permission to reprocess the order, to which I agreed. The reprocess went through. However, there were follow-up texts coming from different phone numbers purporting theyre from the same company and I got suspicious, so I called my credit card company. I was informed there were a couple of charges on my card from Sun Coast, one for $138 and another for $117. I only charged my card for the $138 order and did not know anything about the $117, so I texted Sun Coast. I was informed I initially ordered the $117, which wasn't true. Besides, if I ordered it, it would have been declined by the credit card company, like it did with my $138 order that was declined initially. My credit card company said the $117 order was placed after the $138 order, which to me goes to show they "sneaked" it in to make it appear like I ordered another package though I only gave consent to the $138 package. I informed Sun Coast right away on Nov 30, that I am contesting and cancelling the $117 order. They said they would. But on Dec 2, I was informed they have already shipped the products and couldnt refund the full amount but will only give me a certain percentage. This is not acceptable because it's not right. Thus, I'm filing this complaint.

  Business Response

  Date: 12/17/2024

  Hi *****,

  Thank you for reaching out, and Im so sorry for any confusion regarding your recent orders. After looking into it, I see that two separate orders were placedone for $117 and another for $138. However, I completely understand how this may have seemed like a duplicate charge, and I sincerely apologize for any frustration this caused. (see image).

  To make things right, weve gone ahead and refunded the $117 order for you. *** also sent you a prepaid return label in case youd like to send that order back to us. 

  If you have any questions or need further assistance, please dont hesitate to let us know. Were here to help and ensure your experience with us is a positive one.

  Thank you for your understanding, and we truly appreciate you being a valued part of our community.

• Initial Complaint

  Date:11/18/2024

  Type:Sales and Advertising 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 posted a complaint about Suncoastsciences this morning, 11-18-24. I a following up on this issue to gladly say their resolutions department contacted me to tell me my refund had been sent as a credit to my bank. The product I received was given to me with their professional apologies. Wanted to correct any negative report I had given them. This has been professionally taken care of.

  Business Response

  Date: 11/19/2024

  hi BBB, ****** filed 2 complaints and stated this on her 2nd one: "I posted a complaint about Suncoastsciences this morning, 11-18-24. I a following up on this issue to gladly say their resolutions department contacted me to tell me my refund had been sent as a credit to my bank. The product I received was given to me with their professional apologies. Wanted to correct any negative report I had given them. This has been professionally taken care of."

   

  Can one or both of them be removed?

  Customer Answer

  Date: 11/26/2024

  I filed a complaint 11-18-24. After filing complaint ******** head of resolutions department called with professional apologies for all misunderstandings that had occurred to me. My refund of $138.00 has been refunded on 11-13-24. I had no one that confirmed until he called to confirm the refunded. I had felt Id been scammed and reviewed to that and filed a complaint with BBB. Im writing to say Suncoastsciences fulfilled their obligation and also gave me the gift of the six bottles to try. I do not have to return. Ive received an email that states the conversation is been resolved. I also went back online reviews for this company to amend my complaint stating they were not scammers, and also Suncoastsciences was a legit company.

  Sent from ****** ********** (********************************************************************************)

• Initial Complaint

  Date:11/16/2024

  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.

  Ordered 2 bottles SunCoast Sciences serum. Opened package but did not take wrappers off bottles because it's same product as Vibrance which I already have and dislike. *** guarantees return. Called SCS. They sent me to site with 2 pages of return instructions with ads trying to get me to keep product. I will follow these ridiculously detailed instructions to the letter but they say it may take up to 6 months to refund to my credit card. They are banking on people just giving up over $92.24 and most probably do. I will follow through on principle.

  Business Response

  Date: 11/18/2024

  Hi ****,
  Thank you for taking the time to share your feedback with uswe really appreciate it and want to make things right. First, we are so sorry the product won't meet your needs. If there are any questions we can answer, we are happy to do so.

  Next, Im so sorry if our return instructions caused any confusion or frustration. Let me clear things up and make this process as smooth as possible for you!
  

  The part about refunds taking up to six weeks (not months, I promise!) is just to account for delivery and warehouse timing. But heres the good news: if you let us know when youve shipped the return and send us the tracking info, we can process your refund right away! No long waits, just quick action on our end. (see image of our return instruction language).

  We understand how important it is to honor your return with ease, and Im here to help make it as simple as possible. If youve already shipped the package, feel free to shoot an email to ******************************* with the tracking details, and well get started on your refund ASAP.

  Again, were so sorry to hear this product wasnt what you hoped for, but were grateful for the chance to assist you. Please dont hesitate to reach out if you have any other questions or need help along the waywere always here for you!

• Initial Complaint

  Date:11/14/2024

  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.

  They amount they were suppose to charge me was *****

  Business Response

  Date: 11/18/2024

  Resolution of Your BBB Complaint
  Hi ******,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any confusion or frustration youve experienced. After reviewing your account, Id like to provide some clarity.

  Refund Process: We see that you refused the packages, and Im happy to let you know that weve refunded you in full. Please allow a few business days for the refund to reflect in your account.

  Contacting Us: Im sorry to hear that you felt it was difficult to reach us. We appreciate that you made efforts to call, email, and text. To make things even easier, we also offer a ************ Portal where customers can manage their accounts, track orders, and handle returns directly. We want to ensure reaching us is as seamless as possible.

  Order History: I understand your concern about receiving multiple shipments. However, after reviewing your account, we could only locate one order under your name. That order was shipped in two separate packages, which may have caused confusion. If there are additional order details you can provide, wed be happy to investigate further to ensure everything is fully resolved.

  Wed also still love the opportunity to help you with your beauty goals! You placed your order for a reason, and wed love to show you how great our products can be. If youre willing to give us another chance, wed be happy to honor a special $39.99 offer for one bottle of Total Package Serumone of our most popular products, with so many happy customers seeing incredible results.

  Thank you for your patience, ******. If youre interested in trying Total Package Serum or have any other questions, please dont hesitate to reply to this email or call us at **************.

• Initial Complaint

  Date:11/13/2024

  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 purchased an eye serum from this company, a one time purchase. I received the initial order, then 3 additional shipments. I contacted this company and spoke to ***** on 09/27. I explained I wanted to return the original shipment and all subsequent shipments and cancel all future orders and did not authorize auto shipments. I also requested they send me a prepaid return label since I received shipments I did not authorize. He was very nice, apologized, and said I would receive the prepaid return label in ***** hours. Since I never received the prepaid return label, I contacted this company again and spoke to Nessie on 10/03. I explained the entire situation again. She was nice, apologized and said she would again request the prepaid return label. She went on to say the company was having IT issues which supposedly explained the delay from the first request. She also sent me an email saying she requested the company send me the prepaid return label, and again apologized I was having so many issues with my his item. I was billed $85.14 on 06/24, $85.14 on 07/22, $85.14 on 08/19, and $85.14 on 09/16

  Business Response

  Date: 11/18/2024

  Hi *****,

  Thank you so much for reaching out to us and for your patience while we work to resolve your concerns. Were truly sorry for any frustration or inconvenience youve experienced with your orders and are committed to making things right.
  

  Heres What Weve Done So Far:
  Refund Processed: Weve issued a refund for your initial order:
  Order #******* (Complete Eye Serum Two Bottles Monthly Subscription)
  Amount: $85.14
  Transaction ID: ***************************
  Please allow a few business days for the funds to appear on your original payment method.
  

  Return Label Sent: Weve emailed you a return label. Once we receive confirmation that the bottles have been returned, well promptly process any additional refunds.
  Bank Disputes: We understand the three refill orders were disputed with your bank, resulting in declined chargebacks. As soon as the bank clears those funds, well process the remaining refunds for you.
  

  Moving Forward:
  Were keeping a close eye on this process to ensure every detail is handled accurately and efficiently. Please rest assured were dedicated to resolving this situation to your complete satisfaction.
  

  If youre open to updating your Better Business Bureau review to reflect the progress and resolution, wed deeply appreciate it. Your feedback is invaluable to us as we strive to provide an outstanding experience for all our customers.

  
  If you have any additional questions or need assistance, feel free to reply to this email or reach out to our Customer Happiness Team:
  ?? Call Us: **************
  ?? Hours: MonSun, 8:30 AM 8:30 PM CST

  
  Thank you again, *****, for your understanding and cooperation. We hope this resolution demonstrates our commitment to supporting you and ensuring your satisfaction.

   

  Customer Answer

  Date: 12/31/2024

  I wanted to provide an update to the complaint regarding Sun Coast Sciences. I was immediately contacted by ******** from the Escalations Team at Sun Coast Sciences. ******** listened to my concerns, and promised to remedy them. He sent me a return label and promised to personally monitor the product return to ensure a full refund. ******** did exactly what he promised. He confirmed the return and advised when the refund for the full amount I had requested. ******** (and his team), with their amazing customer service, turned this into a positive experience. Not an easy feat, as I was pretty unhappy when I filed the complaint. I wished I had been able to speak to ******** prior to filing a BBB complaint, as I am quite sure there would have been a different outcome. Thank you ******** at Sun Coast Sciences!

• Initial Complaint

  Date:10/29/2024

  Type:Sales and Advertising 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 have four refunds due to me from Suncoast science. This has been acknowledged in an email to me. However, ****** has not received the funds from Suncoast science to be able to refund me Suncoast science claims it has sent the funds to ****** I believe ****** as Ive been doing business with them for many years, I want my refund and I want them now.The advertising was extremely unclear, and I had no intention of spending this much money and I cancel the majority of it immediately via the Site they direct you to.

  Business Response

  Date: 11/04/2024

  Dear *******,
  Thank you so much for reaching out through the Better Business Bureau. Im sorry for any confusion or frustration this situation has caused, and I want to assure you that were here to make things right.
  Ive looked into your case, and I can confirm that refunds for all four of your orders were processed and issued to your ****** account. Weve also received confirmation from ****** on these transactions (see image). If you dont see the funds in your account, sometimes it helps to reach out to ****** directlythey might be able to provide additional insights on their end.
  To make returning the items as easy as possible, along with the confirmation from ******, weve sent a prepaid return label to your email. Whenever youre ready, just use it to send back the products, and well handle everything else.
  If theres anything more we can do or if you have any questions, please dont hesitate to reach out. Were here to help every step of the way and ensure you have a positive experience with us. 

  Customer Answer

  Date: 11/15/2024

   
  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:10/23/2024

  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.

  On October 6, 2024, I had my credit card hacked. I was contacted by my bank and a stop was put on my account until a new card arrived. This charge was reported as fraud and all credit was frozen until my new card arrived. I received emails and text messages from Suncoastscience asking why they could not fulfill the order. Since this was not me, I ignored their requests because I did not want their products. I figured it would drop off of my account but it has not. I did not authorize this transaction and I do not want their products. i want a full refund for this hack. i will also be contacting my local agency to report the unresponsive answers to my questions for a refund.

  Customer Answer

  Date: 10/23/2024

  Suncoast Sciences has refunded me the amount of $117.00. How do I report this issue has been fixed on the BBB website?

  ****** ********

• Initial Complaint

  Date:09/21/2024

  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 and paid for one bottle of Complex Eye Serum in hopes it would do as advertised to help decrease dark circles under my eyes and puffiness of upper eye lid. I used it as directed and twice a day. There is absolutely no difference in the dark circles or the puffiness after a month of faithful use.. Im really disappointed. As the bottle is coated, I cant tell how much is left.

  Customer Answer

  Date: 10/08/2024

  I mailed the bottle back and want a refund.

  Business Response

  Date: 10/11/2024

  Dear *****,

  I hope you're doing well. I wanted to follow up on your BBB complaint and let you know that we received your return and processed your full refund on September 26th (see images). Were truly sorry to hear that this resolution didnt meet your expectations.

  We refunded you in full, as we believed that was the best way to make things right. However, we understand that you might still feel dissatisfied, and wed really love to better understand what else we can do to resolve this for you. Your experience matters to us, and we want to ensure that you feel fully supported and valued.

  Please feel free to let us know if theres anything specific you have in mind that might help us bring this to a positive conclusion. We're here to listen and work with you.

  Thank you again for your patience, ****** and we hope to find a solution that leaves you feeling good about your experience with us.

• Initial Complaint

  Date:09/14/2024

  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 purchased Sun Coast Re Activate vitamins for skin in July, 9 bottles plus 6 extra in special offer. Received and of for this. Then ask them to cancel any further orders, this was years worth- one bottle per month. They charged my Discover card $174.00 x 2 for august and September. I did not receive these shipments, had cancelled in July. How can I get them to stop billing ?We were on vacation, thats why Im just now seeing the billing for Aug and Sept. our bill is on auto pay so I have already pd this. Any attempt to contact them by phone or online , just get run around. Never could reach real person to talk to. Monday I will contact my bank and let them know this is scam charge, hopefully they can get refund. At least they will turn down any other billing from this company!

  Business Response

  Date: 09/16/2024

  Dear ****,
  Thank you for reaching out and sharing your concerns. Im sorry to hear about the confusion, and I want to clear things up for you.
  When you placed your initial order in July, you did opt into our subscription service, which is why you were charged for the shipments in August and September. Both of those shipments were marked as delivered by ****, but since you mentioned being on vacation and didnt receive them, weve gone ahead and refunded you in full for those orders. You should see those amounts post back to your account within a few business days, depending on your bank's procedures. 
  I also see that you tried to contact us once, but it looks like the call disconnected before reaching one of our agents, and we didnt receive any emails. Please know that our support team works hard to answer all calls and emails in a timely manner, and were always happy to help if you need anything in the future!
  Please rest assured that your subscription has now been canceled, and no further charges will be made to your account. If you have any other questions or need more assistance, please dont hesitate to reach outwere here for you.
  Thanks again, ****. I hope this helps clear things up!