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:03/10/2023

  Type:Sales and Advertising 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 company is false advertising saying they can be reached by calling ************ anytime 24/7 . However they lie by saying that if you want to wait for the next available representative please hold while we connect you to our customer happiness team . Then no one comes on phone. You never get a human representative ???????!

  Business Response

  Date: 03/17/2023

  At Sun Coast Sciences we take customer happiness seriously and are very sorry to see this review. We take full responsibility for missing your call and appreciate the opportunity to make it up to you.

  
  We called you today to apologize that you were previously unable to reach us by phone. Unfortunately, we received your voicemail. If youd like to email us at ******************************* and provide a good date and time to reach you in person, wed be happy to call you back so we can assist you further.

  
  If you prefer to call us, please understand that our phone lines are open daily from 8:30 am to 6:30 pm cst. We make every possible attempt to answer our phones in a timely manner, however, occasionally there may be a hold time. We realize that is not ideal and are currently expanding our team in order to assist our customers even faster. 

  
  To offset phone hold times we offer 24/7 email and chat support, along with a self service portal where customers can view their order history, make changes or cancel an order, or start the return process all on their own and a recording with this information is played every 2 minutes during our phone hold time. 

  
  Hopefully, this clarifies how weve attempted to bring the matter to a satisfactory conclusion.  At Sun Coast Sciences, we deeply value customer satisfaction and are committed to providing the highest level of service simply because our customers deserve the very best. If there is anything further we can do to resolve this for you in a better way, please let us know.
  

  
  

• Initial Complaint

  Date:02/27/2023

  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.

  This company fraudulently charged my wife's credit card. She does not have an account with this company nor ever purchased or tried to purchase a product from this company. The company charge $199.98, claims they have no record of the charge yet confiscated the money. Just want our money back

  Business Response

  Date: 03/01/2023

  Thank you for reaching out about this. 
  I'm sorry to hear your credit card was charged without your knowledge. We searched our database and were unable to find an order matching your name, phone, address or email address. We did find an order that matched your credit card using another person's name, address and email. Please rest assured that we have issued a full refund and it should post back to that card within 1-3 business days depending on your bank's procedures. It seems likely that your credit card information may have been compromised or used by a friend or family member. If you feel your card has been used fraudulently please contact your bank as soon as possible to add extra security measures to your account. 

• Initial Complaint

  Date:02/19/2023

  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.

  Sun Coast Science / BIOSHIELD ************ is a scam. When looking at products on the website, Clicking a link isnt clear that youre purchasing the product. In trying to cancel the order it added more bottles of the product to the order on top of the already unwanted order and processed several unwanted bottles that I didnt want or order.When immediately calling the company, there was a very long hold time then a message saying the call could not be answered. After several attempts, a person finally answered and when explaining the unwanted order that were placed, they made excuses and would not allow me to cancel it. Had to call credit card company and cancel the card so I wouldnt be charged for the orders that they told me they canceled. Looking further into this company, many people have had this type of dealing with them. They are not straightforward in what they put on their website and manipulate viewers but not making the click links clear into making purchases they dont want when they are trying to review the product info.The order I was told they canceled was sent anyway. Then they sent emails with a ** code for returning it. When scanning the ** code, the message to try to print it said NO ** code info found to print any label. There appears to be no legitimate customer service that is honest about this company and its practices. There being no suitable Cs and non working, simple return process, I would venture to guess the product probably doesnt do what the site claims when if theres no backing or support from its customer service.

  Business Response

  Date: 02/21/2023

  At Sun Coast Sciences we take customer happiness seriously and are very sorry to see this review. We take full responsibility for all the issues this feedback has provided and appreciate the opportunity to correct them.

  
  We were surprised to learn about her experience on our website because we receive very little negative feedback about our online store. Due to this, please know that we have assigned a member of our team to make sure the shopping cart is working properly.

  
  In light of any order mistakes that happen on our part or the customers, we do our best to keep our customers fully informed by immediately sending an order confirmation to the email address they provide. Additionally, since our goal is to deliver orders as quickly as possible our order confirmation states, if you need to make any changes please contact us within 3 hrs by replying to this email.

  
  Beyond these measures, we fully understand that occasionally someone may not see a confirmation email or may forget to cancel an order within the 3 hour window. Therefore, as soon as we are made aware that they wish to cancel or be refunded, we work to do so without question, which we did for her.
  Upon receiving her request to cancel, her order was fully refunded and a QR code to print a pre-paid shipping label was emailed so that she can return the unwanted items free of charge. 

  
  We try to make the return process as easy as possible, and a member of our customer happiness team has called her several times to apologize and provide assistance with her return. Unfortunately, up to this point weve only reached her voicemail. If shed like to provide us a specific time to call and help further, wed be happy to do so. 

  
  Finally, we apologize that she was unable to reach us by phone. When she initially called at 7:19 am our support center was closed. 
  Our phone lines are open daily from 8:30 am to 6:30 pm cst, and we make every possible attempt to answer our phones in a timely manner, however, occasionally there may be a hold time. We realize that is not ideal and are currently expanding our team in order to assist our customers even faster. 
  To offset wait times we offer 24/7 email and chat support, along with a self service portal where customers can view their order history, make changes to or cancel an order, or start the return process and a recording with this information is played every 2 minutes during phone hold time. 

  
  When she called the 2nd time at 2:56 pm, we returned her voicemail within 1 hour. As mentioned previously, most customers do not want to cancel their orders so we ship packages as quickly as possible. The team member she spoke with explained that even though the 3 hour cancel window had lapsed, wed still attempt to cancel the shipment since occasionally our warehouse is able to do that. There is no guarantee on that however, it merely depends on how busy the warehouse is during that time. If that was miscommunicated we sincerely apologize.

  
  Hopefully, this clarifies how weve attempted to bring the matter to a satisfactory conclusion.  At Sun Coast Sciences, we deeply value customer satisfaction and are committed to providing the highest level of service simply because our customers deserve the very best. If there is anything further we can do to resolve this for her in a better way, please let us know.
  

  *see images 

• Initial Complaint

  Date:12/21/2022

  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 ordered bioShield supplements in September. October 26th, before it was scheduled to be refilled, I cancelled the order as I had not yet opened nor tried the product. The company ignored my request to cancel the order and a week later I received an email stating that they were processing my order. I responded immediately to that email and told them that I had previously cancelled the refills. November 9th, they emailed to say they sent the order to me. I again informed them that this had been cancelled. They sent me the return directions on Nov 10th. I sent the unopened package and waited for roughly a month (and more emails) to get the reimbursements.My complaint - the shipment was their error and I had to pay the shipping charge of $12.63. I called, then emailed them to ask for reimbursement and just received the response stating that "since we provide free shipping to our customers we ask that they cover the return of any items they no longer want." I do not know if I 'want' the product, but it was their ERROR that it was shipped in the first place so I do not feel I should pay return shipping on items I DID NOT order.

  Business Response

  Date: 12/27/2022

  Were disappointed to receive this BBB review because we track every call, voice message, chat and email (sent or received) in order to ensure that we maintain a high level of customer satisfaction. 
  Having conducted a complete audit of this customer's account, this is what we found: 
  -On Sept 26, 2022 the customer purchased 3 bottles of BioShield MD and opted for it to be refilled every 30 days. 
  -The refill order processed again 30 days later on Oct 26th and an order confirmation email was sent to her. 
  -Upon receiving the order confirmation email she visited our self service portal and canceled her subscription, however canceling a subscription doesnt automatically cancel an order has already been processed for shipping which was the case with her order. Therefore, the package she thought she had cancelled shipped anyway. 
  -Since our self service portal is new we overlooked the possibility of this situation happening and take full responsibility for our oversight. 
  -We are taking steps to resolve this issue in the future so that customers are made aware that canceling the subscription via our self service portal does not automatically cancel any orders that have already been processed. 
  -We have also issued a full refund for the items plus a refund of the return shipping fee and issued a personal explanation and apology to the customer outside of this post. 
  At Sun Coast Sciences we take customer satisfaction very seriously and will always work to resolve issues to the best of our ability. We hope this helps clarify what happened and the steps weve put in place to prevent it in the future.
  
  
  

  
  

  Customer Answer

  Date: 12/30/2022

   
  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,
  
  *********************