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:09/14/2024

  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.

  I placed an order September 6th 2024, 4 days later company canceled my order claiming I am reselling. They have still not refunded me the money or sent the product.

  Business Response

  Date: 09/16/2024

  Dear ******,
  Thank you for reaching out and bringing your concerns to our attention.
  We understand that you are disappointed with the cancellation of your recent order. However, we have a strict policy that prohibits the resale of our products, and it was confirmed that your account is associated with reselling activities on ****** under the name "Ezelldepot (************)". As a result, we had to cancel your order in accordance with our company policies.
  Please rest assured that a full refund was processed on September 14, 2024. Depending on your bank's procedures, it may take a few business days for the funds to appear in your account.
  We appreciate your understanding and are available if you have any further questions or concerns.

• Initial Complaint

  Date:06/27/2024

  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 did not scribe and the site shows no further payments yet another payment is attempting to be taken out of my account

  Business Response

  Date: 06/27/2024

  Hi ******,
  
  I'm ****, the manager of customer happiness here at **********************. I was sorry to see your review on BBB this morning. Please know we take full responsibility for this mishap and have already resolved it for you.
  
  I reviewed your account and confirmed that we received an order for 1 bottle of Total Package Serum for $44 on 05/24/24, with an auto-refill option. (see image).
  
  I apologize for any confusion surrounding the auto-refill. I understand that sometimes customers may forget to cancel or have other issues. That's why, as soon as we hear from you, we cancel or refund your order quickly and without question, just as we have done for you. You should see the refund in your account within 1-3 business days. Rest assured, you will not receive any future order, unless you place another one.
  
  Please know that a bad review wasn't necessary to cancel your account or issue a refund. The fastest way to get help is a quick email to ******************************* or a call to ************** (8:30 a.m. to 6:30 p.m. CST). We also have a Self-Service portal where you can manage your orders any day, any time.
  
  Finally, as a small company, negative reviews can have a big impact on us. If you are happy with this resolution, would you be willing to update or remove your review on BBB? We would greatly appreciate it. Your full satisfaction is our top priority!
  
  Thank you for your understanding, ******. If theres anything else we can do for you, please let me know.

  Customer Answer

  Date: 06/28/2024

   
  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:06/19/2024

  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.

  On 4 -1 I received 9 bottles of eye surum from Suncoast and I tried it for 30 days,and I wasn't happy with the product, on 4 -29 -24 I received 3 more bottles .I have paid ****** and ****** on4-1-2024 and on 4-29-2024 they charged me ******. On 5-09 2024 I got a RMA number for me to return the 12 bottles,I returned them in 2 different packages from *** .I have tried to speak to someone but to no avail. I am 65 yes old and I don't have the money to throw away.

  Business Response

  Date: 06/24/2024

  Apology and Confirmation of Refund Processed
  
  Dear ****,
  
  I hope this email finds you well.
  I am writing to address the issue regarding your recent return and the delay in processing your refund. First and foremost, please accept our sincere apologies for any inconvenience this may have caused you.
  
  We have now received your returned items, and I understand there was a misunderstanding regarding our return instructions. According to our return instructions, customers are asked to email us after mailing their returns so we can promptly track and process the refund. Unfortunately, because we did not receive this notification, there was a delay in issuing your refund.
  
  I am pleased to inform you that we have processed a full refund for all three of your orders. Depending on your bank's processing times, you should see the refund reflected in your account within the next 5-7 business days.
  
  We truly value your business and regret any frustration this delay may have caused. Your satisfaction is very important to us, and we are committed to improving our processes to prevent similar issues in the future.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team by replying to this email. We are here to help and ensure your complete satisfaction.
  
  Thank you for your understanding and patience, ****!
  

• Initial Complaint

  Date:06/14/2024

  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.

  Purchased on April 4, 2024, 6 bottles of Sun Coast Total Package Serum for $138.00. I have been using it following the company's instructions. It is not doing what was promised to get rid of fine line and wrinkles on my face. I would really like a refund. Thanks

  Business Response

  Date: 06/24/2024

  Dear *****,
  
  I hope this email finds you well. I'd like to sincerely apologize for the disappointment and frustration you've experienced with our Total Package Serum. We always aim to provide high-quality products that deliver positive results, and I am truly sorry to hear that this has not been the case for you.
  
  Your satisfaction is our top priority, and we understand how disappointing it must be to not see the expected results after using the serum for two months. As a gesture of our commitment to your satisfaction, we would like to offer you a full refund for all six bottles of the Total Package Serum you purchased.
  
  To receive the refund, please return the 3 unused bottles to us. We will provide you with a return label, so you wont incur any out-of-pocket costs. The return label will arrive in a separate email. Please follow the instructions included to send the items back to us.
  
  Once you place the returned items in the mail, simply email us and we will promptly issue your full refund of $138. Rest assured, our goal is to make this process as smooth and hassle-free as possible for you.
  
  Again, I apologize for any inconvenience this may have caused and appreciate your understanding. If you have any questions or need further assistance, please do not hesitate to contact our customer service team by replying to this email.
  
  Thank you for allowing us to address this matter and make things right.

• Initial Complaint

  Date:05/18/2024

  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 believe I have ordered eight bottles. I have used one and a half in the last two months and it has not done anything that I promised it would do. It is the total package serum. I am highly disappointed with this product which is not doing anything and cost me hundreds of dollars, I would like to know how I can get a refund. I have tried emailing *** tried calling and I get no response on either - like theres no such company really upset about the amount of money *** spent for a product that does nothing would not recommend this to anybody , would love my money back

  Business Response

  Date: 05/22/2024

  Dear ****,
  
  I hope this message finds you well. I'm reaching out personally regarding your BBB review and have responded directly via email as well.
  
  First and foremost, I want to extend my heartfelt apologies for any frustration and disappointment youve experienced with your order. I understand how discouraging it can be when a product doesnt meet your expectations, especially after youve put your time and trust in us.
  
  Your satisfaction is incredibly important to us, and I'm truly sorry we let you down this time.
  Please know that we stand by our 365-day guarantee. Simply return the unwanted items, and we will be happy to process a full refund for you.
  I included a link to our return instructions in your email.  Your RMA is: SCS-3742073
  
  Additionally, I deeply regret that we did not respond to your emails or calls. After a thorough investigation, we were unable to locate any communications from you since February 26th associated with the email address or phone number you provided ************* or *******************).
  
  We are continuously working to improve our processes and ensure seamless communication with our valued customers like you. I assure you we are looking into what may have gone wrong.
  
  I sincerely hope youll give us another chance to provide you with the exceptional service you deserve. If theres anything else I can do to make things right or if you have any further concerns, please dont hesitate to let me know.
  
  Thank you for your understanding and for choosing Sun Coast Sciences. We value your feedback and are committed to making your future experiences with us excellent.

• Initial Complaint

  Date:05/09/2024

  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.

  Just had major surgery. Never heard of this company. Never bought or never ordered from this company. They called me at 3 AM. I am just out of hospital. Somebody needs to remove their phone privileges. I am beyond outraged. Trying to rest and these idiots call an unknown person at 3 am.

  Business Response

  Date: 05/09/2024

  Dear ******,

  I hope this message finds you well. I wanted to reach out to address the concerns you raised regarding a call you received in the middle of the night. Firstly, I want to extend my sincerest apologies for any inconvenience or distress this may have caused you.  I understand how frustrating it can be to experience such an incident, and I want to assure you that we take your feedback seriously.

  After conducting a thorough investigation, our records show that the number you provided called our toll free number on 5/9/24 at 1:29 AM (see image), however we were unable to locate any record of a call being made the number you provided within the past 90 days (see image).

  Please know that maintaining the trust and satisfaction of our customers is of utmost importance to us. While we couldn't find evidence of the call, we want you to know that we have reached out to our phone provider for a deeper look at what may have happened. Please know that we are committed to ensuring that your experience with us is as smooth and positive as possible moving forward.

  If there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out. Your feedback helps us improve our services, and we truly appreciate your understanding and patience in this matter.

• Initial Complaint

  Date:05/08/2024

  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 April 8 2024, I placed an order for 1 bottle of the total package serum and and 1 bottle of the reactivate dietary supplement from Sun Coast Sciences. The usage of the total package serum caused a bright rep ***** on my face which has not gone away as of May 8, 2024. Also the reactivate dietary supplement is drying my skin out. In view of this, I would like a total refund. I contacted the company with an inquiry to return the product. They have supplied a customer service link ... however, this link is a loop from which there is no way to obtain "the necessary RMA#" needed to make the return viable. The product cost me $89.91. I am on social security income only and cannot waste money on items that have not improved but worsened my skin. There was supposedly a 365 - day guarantee to return unwanted items ... but in this loop that doesn't allow me to obtain the info necessary to make the return, Please help me obtain a total refund of $89.91. Thanks very much.

  Business Response

  Date: 05/13/2024

  Hi *******,
  
  We hope this message finds you well. We wanted to reach out regarding the concerns you shared with the Better Business Bureau.
  
  We truly regret your experience with our products didn't meet your expectations. While most customers have positive outcomes, there are cases, such as yours, where the results may not align with what was hoped for and we sincerely apologize that it turned out that way for you.
  
  If you haven't already, we suggest discontinuing the product. Should your symptoms persist, we encourage you to seek guidance from your healthcare provider for further assistance.
  
  We're also sorry for your inconvenience while using our self-service portal. We are looking into what caused the looping issue.
  
  Please know that we fully support both the quality of our products and our 365-day guarantee, and as such, we've processed a full refund for you. You will see that post back to your account within a few business days. 
  
  Your satisfaction is incredibly important to us, *******. If there's anything else we can do to assist you or if you have any further feedback, please don't hesitate to reach out. We're here to help in any way we can.

  Customer Answer

  Date: 05/13/2024

   
  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:05/02/2024

  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 purchased some expensive skincare products which I accidentally ordered - I meant to order from Miami M.D.I have called and emailed numerous times asking for a return label and refund.This has gone on since April 1, 2024 with no response although.

  Business Response

  Date: 05/02/2024

  Hi ******, 

  Thank you for reaching out about the order you placed via mistake. I apologize for any confusion relating to your return of the unwanted items. 

  Our support team emailed you return instructions on April 19th and emailed you on April 21st with a prepaid return label. I have attached those emails to this response. I apologize if for some reason you didn't receive them. 

  Upon receiving the notice from BBB, I have sent the prepaid return label to you again via email. 

  Once you place the items back in the mail, please email our support team to let them know and we'll issue a full refund right away, per our 365 day satisfaction guarantee. 

  Thanks again for your interest in Sun Coast Sciences. We value your business and satisfaction and look forward to serving you again. 

  Business Response

  Date: 05/02/2024

  Documents attached.

• Initial Complaint

  Date:04/30/2024

  Type:Customer Service 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 only Ordered a three month supply of the serum and received 9 bottles and paid for 9 bottles. I would Like a refund for the 6 bottles and I will Gladly return them!

  Business Response

  Date: 05/01/2024

  hi *****, 

  We're so sorry this happened and we are looking into what went wrong so we can prevent it moving forward. 

  In the meantime, we will be issuing a refund for you and sending you a return label to send back the unwanted items. 

  Please check your email for an email from our support team! 

  Again, thank you for choosing Sun Coast Sciences. We value your business and your satisfaction is our priority. We appreciate your understanding as we work to resolve this matter promptly.

   

• Initial Complaint

  Date:04/24/2024

  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.

  On March 25, 2024, I placed an order for 3 bottles of eye serum from Sun Coast Sciences. This was to correct bags under the eyes. The product did NOT work and I contacted the company with an inquiry to return the product. They have supplied a customer service link ... however, this link is a loop from which there is no way to obtain "the necessary RMA#" needed to make the return viable.The product cost me $105.00. I am on social security income only and cannot waste money on items that simply don't work. There was supposedly a 365 - day guarantee to return unwanted items ... but in this loop that doesn't allow me to obtain the info necessary to make the return, I'm stuck. ANY help would be appreciated.

  Business Response

  Date: 04/25/2024

  Hi ****,

  Thank you for reaching out and sharing your experience with us. We are deeply sorry that the product didn't work as expected and that you encountered difficulties with obtaining your RMA Number through the ************ Portal. We understand how frustrating this must have been, and we want to do everything we can to make it right for you.

  While most of our customers see excellent results, we recognize that you are part of a small minority who may not have had the same experience. We value your feedback immensely, as it helps us improve our products and services for everyone.

  As a gesture of goodwill, we have processed a full refund for your order number *******, totaling $107.00. You can expect to see the refund reflected in your account within the next few business days, depending on your card issuer's processing time.
  Regarding the remaining product, please consider it a gift from us. We hope you'll give it another try at your convenience to see if it may work better for you over time.

  Should you decide to give us another chance in the future, please enjoy a 30% discount on your next order by using the code CHVIP30.
  We strive to make the return process as straightforward as possible and provide exceptional service to all our customers. Your feedback regarding the online portal is noted, and we will review how we can improve in that area.

  Lastly, we kindly ask if you would mark your BBB Complaint as RESOLVED now that we have addressed your concerns and taken care of everything for you. Your cooperation in this matter would be greatly appreciated.

  Once again, ****, we genuinely appreciate you sharing your health journey with us. If you have any further questions or need assistance, please don't hesitate to reach out.

  Customer Answer

  Date: 04/25/2024

   
  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,
  
  *********************