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:04/08/2024

  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.

  When I ordered these products I was told thier company was in *********** Fla. Well when the package arrived today it was from Ky the same state I live in this is a "knock off" not even the products I purchased, I'd greatly appreciate any help or advice you can provide me on getting my money back. Thank you *************************.

  Business Response

  Date: 04/25/2024

  Hi *****,

  Thank you for reaching out to us and sharing your concern. Your health journey is important to us, and we're here to support you every step of the way.

  We want to sincerely apologize for any confusion or inconvenience regarding your recent order of the Total Package Serum - Three Bottle, with order number *******. Your feedback is valuable to us, and we appreciate you taking the time to communicate with us.

  It's important to note that Sun Coast Sciences is headquartered in *******. However, our fulfillment center is located in ******, **, which is why your package shipped from there. We apologize if this caused any confusion.

  Regarding the missing bottle of Total Package Serum, I'm pleased to confirm that we have arranged for a reshipment of the missing bottle to complete your order. We apologize for any inconvenience this may have caused, and I appreciate your understanding.

  Additionally, as promised, we have issued a 10% credit on your order. Rest assured, your refund will be credited back to your original form of payment within the next few business days.

  Thank you again for bringing this to our attention. We hope you'll consider marking this dispute as resolved. If you have any further questions or need assistance, please don't hesitate to reach out. We're here to ensure your experience with us is positive and hassle-free.

• Initial Complaint

  Date:03/23/2024

  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 3 bottles Complete Serum for Eyes to get free shipping. Placed order 3/11/2024. Company said it would arrive 3/14/2024. Company charged $107 to my credit card. Never received product as of 3/23/2024.

  Business Response

  Date: 03/29/2024

  Hi ******, 

  We hope this message finds you well. Were writing to address your recent inquiry about an order, and sincerely apologize for any confusion or inconvenience caused.

  Upon conducting a thorough search in our system, we regret to inform you that we were unable to locate any record of an order placed under the name, address, or email youve provided in this dispute.

  We understand how frustrating and disappointing this situation can be, especially when anticipating a delivery. Please rest assured that we take matters like this seriously, and are happy to investigate this issue to determine what may have happened.

  In the meantime, we kindly request that you provide any additional information or details about the order, such as order number, name and email used on the order, and last 4 digits of the card, if available. This will greatly assist us in locating the missing order and resolving this matter promptly.

  We apologize once again for any inconvenience or confusion caused, and appreciate your patience and understanding as we work to resolve this issue.

  Thank you for bringing this to our attention, and please don't hesitate to contact us directly at ******************************* if you have any further questions or concerns.
  

  
  

• Initial Complaint

  Date:02/24/2024

  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 didnt receive a refund!

  Business Response

  Date: 03/19/2024

  Hi ****,
  
  I hope this message finds you well.
  I'm reaching out to address the dispute you filed with the Better Business Bureau regarding your refund. I sincerely apologize if you have not yet received it.
  
  Upon reviewing our records, I see that we processed a refund of $138 for you on 2/10/24 (image A). Our records also indicate that the refund was issued to your card on file, a **** ending in 3111 (image B).
  
  Typically, refunds take approximately 3-5 business days to post back to your account. However, in some cases, it may take up to 10 business days.
  
  Given that it has been longer than the usual timeframe, I would recommend reaching out to your bank to inquire about the delay in depositing the funds. Unfortunately, once we process a refund, it is beyond our control, and it is up to your card issuer to post the funds into your account.
  
  Please know that we are committed to ensuring your satisfaction as our valued customer, and we will continue to do everything possible to assist you. While we are unable to determine the exact reason for the delay, our team is here to offer support and guidance as you follow up with your bank.
  
  If you have any other concerns or questions, please do not hesitate to reach out to us. We are here to help.

   

• Initial Complaint

  Date:02/16/2024

  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.

  When I placed an order with Sun Coast they failed to tell me that the product was out and on back order. I have made several attempts to find out when I will receive my ***** worth of stuff but to no avail. Its been 2 weeks now and I havent received anything regarding my order. I have requested a full refund so that I can take my business elsewhere but I cant even get that! Im done!!!

  Business Response

  Date: 02/16/2024

  Dear *******,

  I hope this message finds you well.
  I wanted to reach out to you personally to address the recent experience you had with Sun Coast Sciences. Firstly, I want to extend my sincerest apologies for any inconvenience or frustration caused by the delay in receiving your order of Total Package Serum. Your satisfaction is incredibly important to us, and I'm truly sorry that we fell short of meeting your expectations this time.

  Im so sorry that your order was placed on back-order status. I fully understand the disappointment that comes with such delays. While we did send you a back-order notification email the following day, I recognize that you didnt receive it since you had previously unsubscribed from our mailings. (see image). I'm truly sorry for any confusion or inconvenience that *** have caused.

  Additionally, I want to apologize if the communication from our customer happiness team regarding the expected shipping date was unclear (see image). We're continuously striving to improve our processes and ensure transparent communication with our valued customers like yourself.
  

  Per your request, weve refunded you in full and canceled your order (see image).  However, as a gesture of goodwill and appreciation for your patience during this time, I've arranged to send you a complimentary bottle of the Total Package Serum since we just received a significant shipment of the Total Package Serum today, and back orders are now being processed and shipped out.

  *******, your satisfaction is of utmost importance to us, and I sincerely hope that you'll give us another chance to provide you with the exceptional service that you deserve. 

  If there's anything else I can do to make things right or if you have any further concerns, please don't hesitate to reach out.
  Thank you for your understanding and for choosing Sun Coast Sciences. We value your feedback, and we're committed to ensuring that your future experiences with us are nothing short of excellent.

  
  Be beautiful!
  **********
  Sun Coast Sciences
  Director of Customer Happiness
  

  
  

• Initial Complaint

  Date:02/01/2024

  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 am returning order ******* Paid $95.45 and want my refund back to card immediately.I DO NOT WANT REFILL of this order, you have charged me again $95.45 and you have TWO order numbers ******* and 3687348.I have sent you an email that doesnt recognize your email address. CANCEL ALL IMMEDIATELY. And, I see that you have TWO addresses in TWO different STATES.I have been holding on the phone for well over 30 minutes to no avail and your CHAT has not responded.You have wasted my time. I am contacting my bank as well as Better Business Bureau.*****************************

  Business Response

  Date: 02/05/2024

  Hello ******, 
  We are very sorry to hear about your recent experience with Sun Coast Sciences. We understand that your time is valuable, and we apologize for letting you down. Our goal is to provide excellent customer service, and we regret that we were not able to meet your expectations. We hope that you will give us the opportunity to make things right. 
  We would like to apologize for missing your call and any inconvenience it may have caused. Our phone lines can be quite busy, and we know how frustrating it can be to wait on hold. That's why we offer 24/7 email/chat support and a self-service portal for managing your orders, tracking shipments, and initiating returns.
   We were surprised to hear that you had trouble logging into the self-service portal - this is not something we normally hear from our customers - we have checked and confirmed that it is working properly. We will continue to monitor it closely to ensure that it remains user-friendly. 
  Please know that we value your business and appreciate the trust you have placed in us. We have already cancelled the auto-refill subscription you signed up for, refunded the payment on all three orders, and provided a prepaid return label so that you can return the unwanted products. 
  At Sun Coast Sciences, we are entirely committed to ensuring that you are 100% satisfied with our service. We stand behind our promises, and it doesn't take making a complaint for us to do so. 
  Ultimately, we would love to continue helping you achieve your health goals, ******. Please let us know if there is anything else we can do to regain your confidence.
  
  

• Initial Complaint

  Date:01/28/2024

  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 January 5, **** I ordered eye cream, three containers for $108. I was charged for three separate orders totaling $322.00 I have contacted the company several times, they reached out and sent me a label number for returning, I sent all 9 *************** two free gifts totaling 11 containers back on 1/25/24 from the post office with the tracking number, called the company to let them know it was on the way as they asked, they sent a notice to my bank that I would be receiving $107.00 which is one order of three containers of eye cream, I dont think they checked my return package, ************ owes me $322.00. I have pictures of my bank statement

  Business Response

  Date: 01/29/2024

  Dear ******,
  
  I hope this email finds you in good health and high spirits. I'm ****, the manager of the Customer Happiness Team at Del Mar Laboratories, and I wanted to connect with you personally regarding the review you shared on our BBB page.
  
  I want to express my sincere apologies that your experience did not meet your expectations. Your feedback is incredibly valuable to us, and I am grateful for your patience and understanding throughout this process.
  
  In addressing the concern you raised about the delay in your refund and the confusion surrounding the return label, I reviewed your account. It seems that when we provided the return label, we requested confirmation from you after mailing the items back. Regrettably, we were unaware the items had been placed in the mail until we came across your BBB review.
  
  I acknowledge that this oversight caused confusion and delayed processing of your refund. I want to assure you that all three (3) of your returned orders have now been fully refunded.
  
  Our goal is to make the return process seamless, and we regret any inconvenience this may have caused. Please know that we are committed to learning from this experience and enhancing our communication processes to avoid similar misunderstandings in the future.
  
  Thank you once again, ******, for your understanding. We genuinely appreciate your ongoing trust in our service.
  
  If you have any further questions or if there's anything else we can assist you with, please feel free to reach out. Our dedicated customer service team is here to help.
  

  Business Response

  Date: 01/29/2024

  BBB, please correct my previous response  - i listed the company name incorrection. Here is the correct reponse:  Dear ******,
  
  I hope this email finds you in good health and high spirits. I'm ****, the manager of the Customer Happiness Team at **********************, and I wanted to connect with you personally regarding the review you shared on our BBB page.
  
  I want to express my sincere apologies that your experience did not meet your expectations. Your feedback is incredibly valuable to us, and I am grateful for your patience and understanding throughout this process.
  
  In addressing the concern you raised about the delay in your refund and the confusion surrounding the return label, I reviewed your account. It seems that when we provided the return label, we requested confirmation from you after mailing the items back. Regrettably, we were unaware the items had been placed in the mail until we came across your BBB review.
  
  I acknowledge that this oversight caused confusion and delayed processing of your refund. I want to assure you that all three (3) of your returned orders have now been fully refunded.
  
  Our goal is to make the return process seamless, and we regret any inconvenience this may have caused. Please know that we are committed to learning from this experience and enhancing our communication processes to avoid similar misunderstandings in the future.
  
  Thank you once again, ******, for your understanding. We genuinely appreciate your ongoing trust in our service.
  
  If you have any further questions or if there's anything else we can assist you with, please feel free to reach out. Our dedicated customer service team is here to help.

• Initial Complaint

  Date:09/30/2023

  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.

  Ordered6 bottles , got charged for 15 bottles. I want to return them all. Dissatisfied customer. No communication from company through phone nor email. I feel like I have been scammed at this point.

  Business Response

  Date: 10/03/2023

  Hi *****,

  We wanted to reach out to you from Sun Coast Sciences to let you know how much we care about your happiness with our service. We're really sorry that you didn't have the best experience, and we want to make things right.

  Our records show that on 9/22/23 you placed 2 separate orders. The first for 6 bottles of Reactivate and the 2nd for 9 bottles of Reactivate. (see image).

  We're sorry you didn't receive our reply back to you on September 30th. I've attached an image of our email below that included return instructions.

  However, we understand that sometimes things do not go as planned, and want you to know that we are totally committed to making sure our valued customers are satisfied, which is why we offer a 365-Day guarantee.

  To rectify any misunderstanding with your order, we've emailed you a return label. Please package up the items you no longer want and once you've placed them in the mail, please let us know, and we'll process an immediate refund for you.

  Our phone lines can get really busy, and we're sorry if that caused any frustration. We have other ways to help our customers out too. To offset wait times, we offer 24/7 email and chat support, along with our easy-to-use self-service portal where you can view your order and shipping history, edit or cancel an order, and start the return process and we play a recording with this information every 2 minutes during the phone hold time.

  Plus, we've got loads of helpful info on our website to answer customer questions. Our refund FAQs are listed at the bottom of the Contact Us page on our website, as well as a link to contact our team via live chat. Im sorry you missed seeing these when you emailed us from that page. We will work on making that information more visible. (see image).

  Again, we apologize for any inconvenience this may have caused.

  At Sun Coast Sciences, we're totally dedicated to making sure you're happy with our service. Please know that it doesn't take making a complaint for us to stand behind our promises.

  Ultimately, we'd really love to continue helping you meet your health goals, *****. Please let me know if there's anything else we can do to regain your confidence.
  

  Best wishes, The Sun Coast Sciences Team

• Initial Complaint

  Date:09/26/2023

  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.

  LOOKING through my messages and mail and there site came up , read through it , curious as to cost they offered different options BUT in order to find out cost you have to check the check out site, I don't know how as I didn't pick any option they recommended one, I didn't order any thing and left site, as I didn't like the option or cost. But no where did I order ANYTHING. Previously to get info they needed personal info name , address etc. But no banking info??? Next thing I received the items they choose and proceed to take the money which I'm not sure how they got as I did not give them any banking info. How is this legal I have had a few other sites do this to me. I want to know how my banking information is available for them to just take without my knowledge. I have to check my bank account daily, as this has happened to me a few times . ALSO with a PayPal account which I don't have they seem to be able to use that for payment.. I want to KNOW how PAY PAL was able to get Access to. MY account as I've never dealt with them nor have I opened a account with them.

  Business Response

  Date: 09/29/2023

  Dear *****,
  
  I apologize for any confusion regarding your Reactivate order. Please know that we are a trustworthy and reliable business committed to fulfilling our promises and ensuring customer satisfaction. Our intention is never to deceive anyone.
  
  Rest assured that we do not have access to your shipping address or credit card details unless you provide them during checkout. We want to ensure that you only receive what you want. We would suggest making sure you have not saved your credit card information in your browser. Doing so can make it extremely easy to add it during checkout. 
  
  I have refunded the full amount for the three bottles of Reactivate that were delivered to you on September 22nd. I also sent you a return label via email on September 27th.
  
  Please note that we would have been happy to issue a refund when you first contacted us about your order on September 16th. Our products come with a 365-day guarantee, and we stand behind their quality.
  
  We regret that you changed your mind about the product, *****. We had hoped that you would enjoy it, especially since you inquired about ordering it on September 12th, instead of ****************** product.
  
  In goodwill, we would like you to keep one bottle of Reactivate to try.
  
  ******, I apologize for any difficulty you may have had in finding our phone number. Our number can be found under the "support" tab on our website suncoastsciences.com. However, we are always available via email or chat 24/7. You can reach us via phone at ************** between 8:30 a.m to 6:30 p.m central time.
  
  We value your business and hope to help you achieve your skincare goals.

• Initial Complaint

  Date:05/05/2023

  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 your biggest package which came to 1hundred and ninety eight dollars. I only received 1 bottle, in the mail today. I ordered the package 4/28/2023. I was so upset that now I want to cancell my order, besides I showed my Dr. the bottle and he told me not to take this product. NOW I want my 1 hundred and ninety eight dollars back. And I need a return label so I can send back the one bottle I did receive. Thankyou, **********************

  Business Response

  Date: 05/05/2023

  Hi ****, 

  We were very sorry to see your BBB review and take full responsibility for the confusion with your delivery and are happy to assist you in resolving this mix up.

  The good news is that your order for 6 bottles of ReActivate with a bonus bottle of HydraFlex ($198) was received on April 27th and shipped soon after.  The problem is that your order was split into 2 shipments. That is why you have only received 1 bottle - the rest are still on their way to you!

  Here is the tracking link for the 1 bottle of Hydraflex that you already received: ****************************************************************************************************************************************************

  Here is the tracking link for the 6 bottles of ReActivate that are still in transit to you and should arrive within a couple days:  *******************************************************************************

  We use multiple warehouses across the ** so occasionally a customer will receive multiple shipments for one order. This happens when one warehouse is low on inventory so we arrange for it to be shipped from another location.  In these cases, we try do our best to communicate what to expect as clearly as we can. We also send a separate shipping confirmation for each shipment including the separate shipment information. However, we understand how emails may be overlooked or possibly end up in the spam box. 

  We are truly sorry for any confusion we caused and hope you will give ** another chance. 

  Of course, we are happy to have you return your order for a full refund and will email you separately with details. In the meantime, we've processed a 20% courtesy refund due to this confusion. That should post back to your bank account within 1-3 business days.

  At Sun Coast Sciences, we deeply value your satisfaction and are committed to providing the highest level of service simply because you deserve the very best.

  Finally, please know that it didnt require a bad review for us to assist you with your missing items. We are here to support you 24/7 and a quick email to our customer support team is the fastest way to get help. We can be reached at ******************************** Our phones are also open daily from 8:30 am to 6:30 pm CST by calling **************.

  Hopefully, this helps reassure you that we have your best interest at heart, ****. Your goals are our goals and we'd love to continue helping you on your health journey. 

  If there is anything further we can do to resolve this for you in a better way, please let us know.
  

  
  

• Initial Complaint

  Date:03/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This criminal organization has stolen DNA and generic information without any permissions in an attempt perpetuate horrendous crimes. They have attempted to dilute an inheritance and have thefted my genetic material. Authorities have not been informed because they seem uninterested and claims seem outrageous. This dilution has affected every aspect of my life from financial to spiritual and more.

  Business Response

  Date: 03/28/2023

  Dear ***, 
  
  Thank you for providing feedback on our Better Business Bureau page. 
  Unfortunately, we were unable to locate any orders, emails, or phone calls from you in our database. 
  
  At Sun Coast Sciences we take customer satisfaction very seriously and would love
  to better understand how we can assist you. 
  
  If you've placed an order with us please provide as much of the following information as possible so that we can locate it:
  
  1) The email address used to purchase PRODUCT when the date you placed this order
  2) The Order Number for your purchase which is located on your purchase receipt that was sent to the email address you provided at checkout
  or
  3) The last 4 digits of the debit or credit card used to place your order and the name on the card
  
  Thank you, ***, we look forward to assisting you further!