Stellar ScientificReviews of stellarscientific.com

Response from Stellar ScientificJul 22, 2026

Josh, I am terribly sorry to learn we've been disturbing you. We appreciate allowing your Stellar Rep, Raphael, to reach out for more information so we can see from your end what is going on. I was concerned that some recent work we did to upgrade the website had an unintended impact on other parts of the site. It appears you received one request asking to rate your purchase experience and one more inviting feedback about the products you ordered. This seems to be in line with acceptable best-practices for e-commerce retail. If we don't ask for feedback, we won't know where we can improve. Like you, I too get slammed with way too many emails and sometimes it gets a bit overwhelming. If you discover that you continue to receive emails from us, even after you've deleted them or choose not to respond, I need to know about that right away. I am sorry for adding one more email to your inbox, but if we don't communicate with our customers, we're not living up to our Stellar name. Thank you for your patience and understanding Lee J Lowenstein

Response from Stellar ScientificDec 3, 2025

Hi Marissa - Your displeasure has been noted, but you did not provide any information to help us identify who you are to know what this is all about. I've spoken with members of our customer service team and nobody knows who Marissa is or what this might be about. However, you refer to a "$100 minimum surprise" which did come up today regarding a customer from Wayne State University. Are you connected with this lab? If this is the situation being referred to, we'd be happy to discuss this with you further by phone and get it addressed. Unfortunately, suppliers can change their requirements at will and do not always communicate new processes to their distributors. We think we have a workaround to this issue 410-764-2225 - Michelle Jones knows this case best, but you can ask to speak with me together with her so we can get this resolved. If this is not what this review is about, without additional information we are unable to do much to help. Lee J Lowenstein President

Response from Stellar ScientificSep 18, 2025

Adding to my previous reply - Ruth - I'm happy to clarify this again. We DO accept returns of non-sterile product and we offered to refund your money if you would prefer not sending them back. These tubes were mistakenly labeled as sterile which lead the customer service team to believe they were not returnable. There is no other error. These are intentionally sold without caps for customers who wish to have options and choose from the many different colored cap options. We would appreciate if you would not level a false accusation against us. If it helps you feel better, you are welcome to dispose of them. We intend on refunding your money regardless. We would hope you could find some use for them rather than sending them straight to a landfill without at least giving them some purpose. _______________________________________________________________________________ Thank you very much Ruth for sharing your experience with us. We appreciate all feedback, especially when it helps us uncover an error. It turns out there was a mistake in the product description - This 2mL tube is actually NON-STERILE and as such, can be returned. Thanks to you, we discovered the mistake and this has now been corrected. The customer service team let me know this was the reason why they were unable to assist you further. For the integrity of the supply chain, we don't accept returns for sterile products. We also appreciate the comment about tubes being sold without caps. A fair number of customers buy these for kitting and prefer to have the flexibility to choose different colored caps rather than be locked into a single option. I am happy to say this is a product line that we've begun to focus on more, and are slowly adding versions that come together with caps. We will be sure to provide a link in the product description directing people who buy capless tubes, to where they can purchase caps. Now that we know these are a returnable product we could provide you a return label, but it you don't mind keeping them and letting us refund you for the product, its always better than trucking them back and spewing pollution into the air. Let us know if you would accept a refund and I will see to it that this is addressed promptly (we close in about 25 minutes, so if not today, first thing tomorrow) I want to thank you again for sharing with us and helping us continue to strive to live up to our Stellar name Best of success Lee J Lowenstein President

Response from Stellar ScientificDec 24, 2024

Update Jan 6th, 2025 This is really unprecedented. We cannot resolve an issue when our calls, text messages and voice mails are not responded to. We've notified Trustpilot about our difficulties and that we feel we are being treated unfairly. Even accounting for the holidays, for their to be no communication back for two weeks is not the way business is done. Update Dec 30th, 2024 We have tried unsuccessfully to reach you for nearly a week to get this matter resolved: Email, cellphone, SMS, nobody can get through or get a reply. I have had discussions with our warehouse and your sales rep, and I have been told you claim we shipped the incorrect product. According to our internal records, the order was done correctly and so we have been requesting a photo of the box label to confirm an error was made. If you could please send us a photo so we can confirm we did indeed ship you the wrong PCR plates, we will send a return label and ship the correct product asap. Please help us take care of this for you. Original reply 12/24/24 We're very sorry to see this one star review. Can you please provide us with some information to know how we disappointed you? I remember this order was received late on Friday the 13th after FedEx had already come. I recall we were not able to honor the original request for overnight delivery and a member of the customer service team emailed you to give the option to cancel the order It looks like it was shipped on Monday the 16th via Fed Ex 770802437178 and received the following morning by 11AM - so overnight shipping was used. Did we receive a cancellation request in writing and mistakenly shipped it anyways? Please let us know what we did wrong and we will address is asap.

Response from Stellar ScientificAug 12, 2024

Revised our reply on 8/15/2024 - The order was delivered ahead of schedule on August 13th, the day after we received this review: FedEx Tracking 686907958825 Thank you Xiaolin for your business and for bringing your displeasure to our attention. We have looked into the matter and discovered an error was made. You received an incorrect tracking number that was for a different customer. I suspect that might have been confusing and seen as contradictory to the Aug 15th ship date originally provided to you when your order was confirmed. That date is still correct and you can expect the Lab Armor beads to arrive about 3-4 days after. We apologize for the confusion and any disappointment this has caused you. Below is a copy of the email sent to you by Kendall Weaver on July 18th when the order was made: ""Dear Xiaolin, I hope this email finds you well. We appreciate your recent order with us and wanted to provide you with an update on the status of your purchase. Due to high demand for SL-42370-004, we regret to inform you that it is currently on backorder. Our team is working diligently to replenish stock, and we anticipate having the product available for shipment by 8/15."" Should you ever have a question or concern about anything related to an order, we are happy to take your call at 410-764-2225. You can also live-chat with us 9-5EST Or send an email to the customer service representative who took care of your order. I have made a note to have Kendall check in with you on Aug 22nd to confirm you have received your order. Thank you for choosing Stellar Scientific Lee J Lowenstein President

Response from Stellar ScientificApr 26, 2023

This is a very unfair and inaccurate review of your shopping experience with us. The following wording appears at checkout in the terms and conditions which ALL customers must accept before proceeding with a purchase: "If you are shipping to a residential address, please contact us BEFORE you place your order to see if you qualify for an exemption. 410-764-2225. Some items are never shipped to residential addresses. Please see FAQs." Our policy is explicit. We could have simply cancelled your order, but our customer service team took the time to reach out to you by email on April 9th to give you the option of providing a commercial address as a workaround. This policy is to prevent sales to home based lab activities that are illicit. Unfortunately, it does mean we can't help well intentioned people as well. Your order was made late in the day on April 5th, not the 4th. Following Passover, on April 9th Michelle Jones emailed you directly about our policy not to ship to residential addresses. All of this is documented and available for review. Your PayPal account was never charged. Had payment been taken, you would have received an invitation to review your experience. You had to locate our Trustpilot webpage to leave this review.

Response from Stellar ScientificJan 19, 2023

Your negative review is factually incorrect. You received this invitation to review an order placed on Jan 9th, 2023 which has been delivered without issue. The missing packages you refer to was from an order placed in September of 2021. For months now we have provided you with copies of proof of delivery from UPS and we generously refunded you $100 from your order even though we cannot control what time UPS delivers to you. You continue to blame us for this order and have demanded we refund you ALL the money you've ever spent with us, despite having received every order. Your account is now blacklisted and we will no longer do business with you.

Response from Stellar ScientificSep 30, 2022

UPDATED 10/7/22 Upon receiving this 1-star review, our customer service team reached out right away. We discovered the error was due to a simple misunderstanding - Our representative did not catch these were wide, 10mL glass vials and recommended a rack that would hold 15mL plastic tubes, thinking they would accommodate a narrow diameter. We arranged for a full refund and prompt return of the incorrect item, and helped the customer select a better fitting rack. The new order was given free shipping to make up for the error even though it was below the $200 threshold. We've attempted to follow up several times by email and phone calls to make sure the customer was happy, but none of our messages have received a response. We appreciate the opportunity to correct this misunderstanding. Thank you for choosing Stellar Scientific. Thank you Chris for your business and for letting us know there is an issue with the item you ordered. A member of our customer service team will be in touch with you shortly to assist you with making a return or exchange. We look forward to getting this taken care of promptly. Thank you for choosing Stellar Scientific!