Sun Coast Sciences LLCReviews of suncoastsciences.com

Response from Sun Coast Sciences LLCSep 21, 2026

We’re so sorry for the frustration and disappointment this experience caused. We completely understand how upsetting it must have been to order one bottle of shampoo and end up with additional orders and a subscription you didn’t intend to sign up for. You reached out the very next day to bring this to our attention, and we’re sorry we weren’t able to make the process easier for you. Our subscription program is always optional, and customers can choose either a one-time purchase or a subscription during checkout. That said, we understand how easy it can be to miss this when you’re simply trying a product for the first time, and we’re sorry if it wasn’t clear as it should have been. You can manage, pause, or cancel a subscription at any time through your secure Customer Account or by contacting our support team. What likely happened with the additional items is that, after completing your first purchase, our system offered an optional add-on offer. Some customers choose to take advantage of these optional additional orders to stock up at a deeper discount, but we understand how confusing it can feel when you intended to purchase just one bottle. The additional items are combined with the original order for shipment, which is why everything arrived together. We’re also very sorry that we weren’t able to cancel the orders when you contacted us the following day. Because we work hard to process and ship orders quickly, orders can begin moving through fulfillment soon after they’re placed. If a cancellation request reaches us after an order has already been processed or shipped, we’re unfortunately no longer able to stop or recall that shipment. We’re truly sorry that timing left you in this position. We know paying to return unwanted items can feel like an added burden. Because we provide free shipping on outgoing orders, our policy does require customers to cover the costs of return shipping. Our 365-day guarantee is there to make sure you’re only keeping what you truly want, and we’re always here to help make the return and refund process as easy as possible. We’re genuinely sorry that your experience left you feeling this way and that we didn’t provide the experience you deserved. Your feedback is important to us, and we’ll take it to heart as we continue looking for ways to make the ordering process clearer and the experience better for our customers.

Response from Sun Coast Sciences LLCSep 21, 2026

Thank you so much for taking the time to share your experience — truly. We’re so sorry for the frustration and confusion you went through. We never want any customer to feel stuck, unheard, or like they’re going in circles, and I completely understand why this felt so upsetting. We sincerely apologize for the runaround you experienced while trying to get this resolved. Our AI assistant did respond initially, but when there was a delay in follow-up, it lost context, which added to the confusion. That being said, your experience with our AI assistant didn’t come together the way it should have. We completely understand how receiving messages without clear continuity would feel frustrating. That’s on us, and we’re actively working on improving how these systems work together so this feels seamless moving forward. You were right to expect our 365-day money-back guarantee to be honored, and we take responsibility for this request not being handled the way it should have been. We’ve gone ahead and issued a full refund for your Hydrate Restore Total Face Cleanser, and we’ve also arranged for a prepaid return label so you can return the product at no cost to you. We’re especially sorry that it took multiple attempts to get the help you needed. We understand how upsetting that must have been, particularly after experiencing a reaction to the product. Suzanne, we truly appreciate you bringing this to our attention. We hope this resolution helps make things right, and we really appreciate the opportunity we had to speak with you personally and resolve this matter to your satisfaction. Thank you for your patience. We are committed to restoring your confidence in us.

Response from Sun Coast Sciences LLCSep 26, 2026

Hi Marianne, we’re truly sorry for the frustration you experienced trying to reach us. We understand how upsetting it must have been to spend so much time trying to get help, especially while receiving shipments you didn’t expect. Our Loyalty and Billing teams have personally reviewed your situation and followed up with you directly. We’ve provided prepaid return labels covering the orders in question, so you can return the unopened products at no cost to you. As soon as you let us know that the bottles are on the way back to us, we’ll be able to process the applicable refunds. We’re also sorry for the confusion surrounding the automatic shipments and understand why you wanted this resolved. Marianne, we sincerely appreciate your patience while we work through this with you, and we’re committed to getting this matter taken care of.

Response from Sun Coast Sciences LLCAug 29, 2026

Thank you so much for taking the time to share your experience. We're truly sorry to hear that you are not seeing the results you were hoping for. We completely understand how disappointing that must feel, especially after using it consistently. Everyone's skin is different, and factors like age, skin type, and individual needs can all play a role in how products perform. We'd love the chance to learn more about your experience and see if there's anything we can do to help. Our team is always here to answer questions and support you however we can. Most importantly, we want you to feel confident in trying our products. That's why every purchase is backed by our 365-day guarantee. Unfortunately, we're unable to locate your account from your review alone. If you're willing to share the email address or phone number used when placing your order through Trustpilot's private messaging feature, we'll be able to work with you directly to make things right. Thank you again for your honest feedback. We truly appreciate you giving us a try and hope we'll have the opportunity to help you in the future.

Response from Sun Coast Sciences LLCSep 26, 2026

Hi Lesley, we completely understand your concern, especially while the orders and payments were still being investigated. We’re sorry for the confusion and frustration this caused. Our team has now completed a full review and confirmed that the three orders were placed as separate one-time purchases under two different email addresses. We also confirmed that you are not enrolled in a subscription and there are no future automatic shipments or recurring charges on your account. To resolve the issue, we issued full refunds for the two additional orders. The refunds were sent back to your original payment method, and you do not need to return the additional serum. Your original three-bottle order remains the only purchase you are being charged for. We’ve also combined your order history under one email address to help prevent any further confusion. Lesley, we truly appreciate your patience while we worked through everything, and we hope the resolution has turned a frustrating experience into a much better one. Thank you for giving us the opportunity to make this right.

Response from Sun Coast Sciences LLCAug 26, 2026

Pam, thank you for sharing your experience. We’re truly sorry for the frustration this caused. We also sincerely apologize for the long hold times. Our support team has been experiencing higher-than-usual call volumes, which can unfortunately lead to longer wait times, but we know that doesn’t make the experience any less frustrating when you’re trying to get an order issue resolved. We understand that automatic reorders can feel frustrating if they’re unexpected. Our subscription program is always optional, and customers can choose either a one-time purchase or a subscription during checkout. That said, we understand how easy it is to miss in the moment, especially when you’re just trying something new. We're sorry if this wasn't as clear as it should have been. Customers can manage, pause, or cancel their subscription at any time through their secure Customer Account at help.suncoastsciences.com, or by contacting our support team for assistance. The great news is that you’re still fully protected by our 365-day guarantee on each item. When mistakes happen, we want to make sure you’re only keeping what you truly want, and our team is here to support that process every step of the way. Please rest assured that your current order was cancelled and fully refunded as soon as you contacted us. We also sent you an email with all the details and information you need regarding the cancellation and refund. We’re genuinely sorry this experience left you feeling frustrated and unheard. That’s not the experience we want for our customers, and we truly appreciate you taking the time to share your feedback. We hope the steps we’ve taken to resolve this have helped make things right.

Response from Sun Coast Sciences LLCAug 26, 2026

Thank you for taking the time to share your experience, Debbie. We’re truly sorry that the number of emails, texts, calls, and reminders left you feeling overwhelmed and frustrated. That was never our intention, and we completely understand how excessive communication can feel, especially when you simply want to receive your order and enjoy your product. You are going to see great results with what you’ve already ordered. Dr. Rosenberg offers customized and complimentary protocol reviews with one of our anti-aging specialists. Because everyone's skin is unique, their goal is to understand exactly what your skin care goals are, offer guidance, and sometimes additional products based on your individual needs. These calls are also complimentary, and you are always welcome to opt out from receiving further notifications on offers. We also want to reassure you that the protocol review is not required to use your Total Package Serum. It is simply an opportunity to receive personalized guidance and ask questions so you can get the most out of what you’ve already purchased. We understand, however, that this type of call may not be something everyone wants, and we absolutely respect that. We sincerely apologize that our communication felt relentless rather than helpful. Your feedback is important to us, and we’ve taken steps to reduce unnecessary communications and better respect your preferences moving forward. We truly appreciate you sharing your concerns and allowing us to address them.

Response from Sun Coast Sciences LLCAug 5, 2026

We're truly sorry to hear you had such a disappointing experience. That's certainly not the impression we want anyone to walk away with, and we'd really like the opportunity to better understand what happened. Unfortunately, we're unable to locate your account from your review alone. If you're willing to share the email address or order number used when placing your order through Trustpilot's private messaging feature, we'll be able to investigate thoroughly, determine what occurred, and most importantly, we’d love the chance to work with you directly to make things right. Our support team is dedicated to working with you to find a resolution as quickly as possible. We take experiences like yours very seriously because our goal is always to provide exceptional products backed by responsive, caring customer service. We hope you'll give us the opportunity to restore your confidence in us. We truly value all feedback, and we appreciate you taking the time to share yours.