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:03/24/2025

  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 saw a commercial with ***** ********* on it saying she started a new skin cream all natural and claims to work. I paid the original ***** for the sample package not knowing I was signing my paycheck away. A couple of weeks later I was charged ***** and had no idea why. I spoke with customer support who informed me that this was a subscription and they could not stop the payment as ot was a subscription. I immediately canceled the subscription even though she told me on the phone that if I canceled now I wouldn't get my product that I just paid for because that was part of a package. I told them the business was a scam and I still wished to cancel. She offered me several other things to confuse me and get me to stay and I said listen, I just want to cancel and that's all. She finally accepted and she said she had done just that. She did not because I was charged 3 other times 107. 64 and never recieved anything either. I dispute it with my bank every month who finally after this month has blocked the vendor but I'm still out 403$ I would like my money returned or charges pressed on the person I spoke with who assured me this subscription was canceled. All together I spent 450$ on a sample pack. This is not at all acceptable.

  Business Response

  Date: 04/01/2025

  ********* ****
  *********************************************************************************
  
  Date: 3/31/25
  
  Complaint ID: ********
  Account: **********
  
  Dear Ms. *****
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled for automatic shipments of Kind Science December ******** with the purchase of a special discounted offer for a deluxe 7-piece 30-day introductory kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our discounted introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The terms of purchase are provided in several places online before an order can be submitted and in the order confirmation email.  We regret if you found the offer unclear in any way.
  
  Your initial order, the 30-day introductory kit, was sent December 11, 2024, for a total cost of $80.57 which was charged in full at shipping to the credit card provided. 
  
  On January ******* per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) began processing for delivery, for a total cost of $ ****** to be billed in 3 installments over 30-day billing cycles.  At this time, we received a payment authorization from your credit card of $107.47 for the 1st installment.
  
  On January 10th,your 2nd shipment was sent and the $107.47 finalized as a charge leaving a balance of $214.90.  ******** tracking number *************************** this shipment was delivered on January 15th.
  
  Also on January 10, 2024, your account was cancelled per your request.  Information was provided regarding the 2nd shipment, remaining balance and the available 60-day money back guarantee since the shipment could not be stopped by that time.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation. Orders that have already processed at the time of cancelation will be shipped and will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On February ******** the 2nd installment of $107.43 was charged for your 2nd shipment as scheduled leaving a balance of $107.47.
  
  On March ******** we attempted to bill the 3rd and final installment of $107.47 for your 2nd shipment but the request was declined by your financial institution.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $107.47 has been cleared.  Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:03/21/2025

  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 placed an order on the phone for a one time promotional purchase of a kind sample kit. When I ordered it she told me that I could get the regular size bottles for $54.25 I specifically told her that I didn't want to have to cancel anything, I was not going to agree on a subscription. She told me that it was not a subscription and I would not be charged anything else. The lady lied to me because I got charged an additional $54.25 the following month. I called to complain and tell them I was not going to pay the additional payment they charged me, I asked to speak to a Manager and she said their was no manager available. I told her I didn't get another shipment so why were they charging me again. She told me that I did not have a subscription but the initial payment is automatically divided into 3 payments instead of 1. I would never have purchased the facial products for that much. When I ordered nothing was mentioned about dividing the payments, nothing WHATSOEVER! I looked on the website and they do have information regarding charging clients 3 total months of payments. I didn't order online, I spoke to someone on the phone and they failed to give that important information. This company is fraudulent in advertising practices and advertised pricing; however, that they continue to charge with no data or consent is a scam. I am totally upset with this company, word a mouth will hurt them. I got a rash from the product and I can't use it, I expect a refund for making false statements and putting me through this stress.

  Business Response

  Date: 03/26/2025

  **** A *****
  ***************************************************
  
  Date: 3/25/2025
  
  Complaint ID: ********
  *****************
  
  Dear Ms. ******************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We regret to learn that you may have experienced a potential reaction with Kind Science, as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any potential reaction to this product is documented and addressed.
  
  
  Our records reflect that you enrolled by phone for automatic shipments of Kind ScienceSeptember 14, 2024, with the purchase of special promotional offer for an introductory 4-piece starter kit. 
  
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science via the website,TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers that choose to purchase any of our special introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. We do offer the ability to purchase products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.  
  
  At the time of purchase, customers are provided the option to either begin with the standard introductory 30-Day supply or a full-sized 90-Day supply with cost split into 3 monthly payments.Our call records reflect that at the time of your initial purchase, the option to begin with a full-size 90-day supply was accepted; you were informed of the 3 payments and gave verbal agreement to the terms of the purchase before the order was finalized. We regret if you found the offer unclear in any way.
  
  Your initial order, the 4-piece 90-day starter kit, was sent December 22, 2024, for a total cost of $162.75 (including $12.90 sales tax) to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $54.25 was charged at the time of shipping.  The 2nd and 3rd installments of $54.25 each were billed as scheduled on January 23rd and February 23, 2025, respectively.  With the February charge your initial order was paid in full.
  
  On March 19, 2025, your account was cancelled per your request.  The billing for your initial order was explained and you were advised that the 60-day Money Back Guarantee had expired for this shipment so the order was not eligible for return or refund.
  
  Although the *** has expired for your order, as an exception and gesture of goodwill due to the potential reaction you mention in your complaint, refunds totaling $162.75 have been issued.  Please allow 3 -5 business days for the funds to post.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 tried a Kind Science order that I saw on TV. I received the order (although it was $10 more than advertised on TV). What I was NOT told was that it was on auto shipment. In February I was charged $92.71. At that time I called and canceled my subscription, the one I was never told about. I was told it was canceled, but I still had to pay the $92.71 because I had the products. This month I get another charge for $92.71 even though I canceled in February. I just spoke with customer service and they said it "was the second payment for the February products." I was NEVER told this. This company of ***** ********* is shady. They are dishonest, and charge you without you knowing. This company's policy needs to be upfront without all these hidden agendas. People should not have to go through this. What an awful company.

  Business Response

  Date: 03/20/2025

  **** *******
  ***************************************************************************
  
  Date; 3/18/25
  
  Complaint ***********
  Account **********
  
  Dear Ms. ********************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic replenishment shipments of Kind Science on January 3, 2025,with the purchase of a promotionally discounted 6-piece 30-day introductory kit for $59.95 (plus any applicable tax).  The $49.95 TV offer was for a 4-piece 30-day kit and also available online.
  
   We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our special introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the subscription is provided in the shopping cart before any personal information is entered, again before the order is finalized.  More specifically, directly above the Pay Now button the terms of the purchase are provided a final time before the order is submitted. For the offer you purchased it states: I understand that one month after my first order is shipped, and then approximately every three months thereafter, I will be sent a full-size supply of Kind Science 6-Piece Deluxe Kit. Each shipment will be charged in three payments of $79.95 plus $4.99 for shipping and handling charges per month unless I call ************** or visit ******************************************************************** to manage or cancel the subscription. I understand there is no minimum to buy.  Your info will be saved to a Shop account. By continuing, you agree to Shops Terms of Service and acknowledge the Privacy Policy.  Your authorization of future shipments and associated charges was provided by submitting your payment and finalizing your order. Your initial order confirmation email also includes these terms of purchase.  We regret if you found the offer unclear.
  
  Your initial order, the 30-day introductory kit, was sent January 6, 2025, for a total cost of $65.44 which was charged in full at shipping to the ****** account provided. 
  
  On February 4, 2025, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) began processing for delivery for a total cost of $278.14 to be billed in 3 installments over 30-day billing cycles. We received a payment authorization from ****** for the 1st installment at this time.  Shipping was completed and February 5th the 1st installment of $92.72 was finalized as a charge leaving a balance of $185.42.
  
  Also on February 5th, your subscription was cancelled per your live chat request. Information was provided regarding your 2nd shipment, the remaining balance and scheduled payments.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On March 8, 2025, the 2nd installment of ***** was charged as scheduled leaving a balance of $***** to be billed in April.
  
  On March *******, we received your phone inquiry regarding the recent charge. The billing was explained and information about the available 60-day MBG was provided.   As a courtesy the remaining balance of $***** was cleared. 
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23048991
  
  I am rejecting this response because:
  I never enrolled online, and that information was NOT in the shopping cart. These statements that you said are complete lies. Absolute lies. I want a refund. 
  

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/01/2025

  **** *******
  ****************************************************************************
  
  Date; 3/28/25
  
  Rebuttal Complaint ID: ********
  Account **********
  
  ****************************** you for the opportunity to respond.
  
  As we stated in our previous response, we make every effort to be forthcoming regarding our promotions and offers for Kind Science via the website, TV infomercials,inbound sales phone line, print materials, product packaging and billing.  The information regarding subscriptions included with all the 30-day introductory kit offers is clearly stated on the website in several places before an order is submitted.  You are welcome to visit the site and create an order without entering any of your personal information to confirm this.  We regret if you found the terms of your purchase unclear in any way.
  
  On March 11th when you contacted us about the 2nd shipment the billing was explained and as a courtesy the remaining balance due to be charged in April was cancelled.
  
  You are still welcome to return the 2nd shipment for a refund.  We have extended the 60-day money back guarantee until April 30th as an exception.
  
  If you want to take advantage of the *** simply return the container(s), even if empty, within 60 days of receipt (before April 30th), for a full refund (less s/h). Please include your Full Name and Shipping Address with your zip code in the package and send it to the following address:
  Kind Science Returns
  *******************************************
  
  We will always do our best to process your return and issue your refund as quickly as possible. Please allow us 7 business days from the date our system received the returned products to process your refund. Upon receipt, we will credit your account for the price of the items returned. Refunds will be issued in the manner in which you originally paid.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23048991
  
  I am rejecting this response because this company needs to stop hiding things. They are not honest up front about how things work. I know they say they do, but they absolutely do not. Until this is clear to all customers, I will not be satisfied. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/07/2025

  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.

  I did not receive merchandise - a charge of $107.72 just appeared on my bank statement and I did not authorize it or expect it

  Business Response

  Date: 03/13/2025

  ****** *******
  ********************
  *******************
  
  Date: 3/13/25
  
  Complaint ID: ********
  Account: **********
  
  Dear Ms. ********************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science on February 3, 2025, with the purchase of a promotionally discounted 30-day introductory kit. 
  
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information regarding the terms of your purchase are provided in several places on the website before an order can be submitted as well as in the order confirmation email.  More specifically the offer your purchased stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a full-size supply of Kind Science 6-Piece Deluxe Kit + Eye Cream. Each shipment will be charged to the payment method you provide today, in three monthly payments of $94.95 plus $4.99 for shipping and handling charges unless you call ************** or visit ******************************************************************** to manage or cancel your subscription.  We regret if you found the offer unclear in any way.
  
  Your initial order, the 30-day introductory kit, was sent February 3, 2025, for a total cost of $80.76 which was charged in full at the time of shipping to the credit card provided. 
  
  On March 5, 2025, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $323.16 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $107.72 was charged at the time of shipping leaving a balance of $215.44.
  
  On March 7, 2024, the subscription was cancelled per your request.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 30-Day Money-Back Guarantee.
  
  Although our records do not reflect any returns to your account as of the date of this response, as a gesture of goodwill the remaining balance of $215.44 has been cleared prior to the receipt any return.  If you would like to take advantage of the available 60-day Money Back Guarantee.  Simply return the shipment within 60 days of receipt, for a full refund (less s/h). Please include your full name and shipping address with your zip code in the package and send it to the following address:
  Kind Science Returns
  *******************************************
  A refund will be issued once the return is received.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:03/03/2025

  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.

  I WANTED TO STOP RECEIVING PRODUCT AS I HAD A REACTION. I WAS INFORMED THAT THEY WOULD CANCEL MY ACCOUNT. I NOW SEE ON MY CREDIT CARD INFO THAT THERE IS A PENDING CHARGE OF $57.98 FOR MARCH 5. I JUST WANT MY ACCOUNT CANCELLD.

  Business Response

  Date: 03/13/2025

  ******* ******
  *************************************************************************************
  
  Date: 3/13/25
  
  Complaint ***********
  *****************
  
  Dear Ms.******,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  We regret to learn that you may have experienced a potential reaction with Kind Science as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any potential reaction to this product is documented and addressed.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science November 2, 2024, with the purchase of a special offer for a 4-piece 30-day starter kit.
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our introductory kit offers are informed that they will receive automatic full-size replenishment shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order, the 4-Piece 30-day introductory kit, was sent November 4, 2024, for a total cost of $53.69 which was charged in full at shipping to the credit card provided. 
  
  On December 4, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $173.97 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $58.01 was charged at the time of shipping; the 2nd and 3rd installments of $57.98 each were charged as scheduled on January 4th and February ******, respectively. 
  
  On February 5, 2024, your subscription was cancelled per your request.  Our records reflect this is the first contact we received regarding your Kind Science account.  Cancelling the subscription stopped any future shipments or charges since your last shipment was paid in full.
  
  Rest assured your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:02/26/2025

  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 the sample and for some reason I have gotten a box eac month since.I specifically told them that I didnt want to be on auto ship.But they have sent me 2 boxes since the sample package was sent.I tried to send 1 back as return to sender to no avail.

  Business Response

  Date: 03/07/2025

  ******* *****
  *****************
  ************, ********
  
  Date: 3/7/25
  
  Complaint ID: ********
  *****************
  
  Dear Ms. ******************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled for automatic shipments of Kind Science October *******, with the purchase of a special discounted offer for a 4-piece 30-day introductory starter kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our discounted introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The terms of purchase are provided before an order can be submitted and in the order confirmation email.  We regret if you found the offer unclear in any way.
  
  Your initial order, the 30-day introductory kit, was sent October17,2024, for a total cost of $53.57 which was charged in full at shipping to the credit card provided. 
  
  On November 22, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $173.56 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $57.86 was charged at the time of shipping; the 2nd and 3rd installments of $57.85 each were charged as scheduled on December 23, 2024, and January 23, 2025,respectively.
  
  On February 20, 2024, per the terms of your purchase, your 3rd shipment (a full size 90-day replenishment kit) was sent for a total cost of $173.58 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $92.38 was charged at the time of shipping leaving a balance of $115.72 with the 2 remaining installments scheduled to be billed on March 23rd and April 23rd.  
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in October 2024, prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email,phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Every Kind Science shipment is backed by a 60-day Money Back Guarantee.  If you would like to take advantage of the available MBG for your 3rd shipment, simply return the container(s), even if empty, within 60 days of receipt, for a full refund (less s/h). Please include your Full Name and Shipping Address with your zip code in the package and send it to the following address:
  
  Kind Science Returns
  *******************************************
  
  We will always do our best to process your return and issue your refund as quickly as possible.Please allow us 7-10 business days from the date our system received the returned products to process your refund. Upon receipt, we will credit your account for the price of the items returned. Refunds will be issued in the manner in which you originally paid (minus shipping and handling) and any remaining balance due will be removed. Please contact us if you have any further questions regarding your return by accessing our online Chat feature, or you can call us at **************.
  
  Per your request your Kind Science subscription has now been cancelled, and nothing further will be shipped.   If you choose to keep your 3rd shipment the remaining two installments will be billed on the dates mentioned above.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:02/26/2025

  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.

  I ordered a trial shipment of product with a 60 day moneyback guarantee. I saw a pending charge on my credit card this morning as it was a subscription which I did not realize. I called and emailed the company directly and asked them to cancel the pending shipment and credit my card and they refused. I did finally get help canceling the subscription and inactivating my account but now theyre stating that I owe them for two upcoming shipments,one in two months and one in three months. I did not sign, agreed to, or receive anything in writing stating that this was a four month subscription that was on auto pay. I have not used any of the product and do not intend to use any of the product, including the initial shipment which I will send back.

  Business Response

  Date: 03/07/2025

  **** ******
  *******************************************
  *********************
  
  Date: 3/5/2025
  
  Complaint ***********
  ******************
  
  Dear Ms.******,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science on January 26, 2025, with the purchase of a promotionally discounted 30-day introductory kit.  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the replenishment shipments is provided in the shopping cart before any personal information is entered, again before the order is finalized.  More specifically, directly above the Pay Now button the terms of the purchase are provided a final time before the order is submitted. For the offer you purchased it states: I understand that one month after my first order is shipped, and then approximately every three months thereafter, I will be sent a full-size supply of Kind Science 6-Piece Deluxe Kit. Each shipment will be charged in three payments of $79.95 plus $4.99 for shipping and handling charges per month. I understand there is no minimum to buy, and I can easily customize or cancel this program just by visiting **************************************************************************; Your info will be saved to a Shop account. By continuing, you agree to Shops Terms of Service and acknowledge the Privacy Policy.  Your authorization of future shipments and associated charges was provided by submitting your payment, finalizing your order. Your initial order confirmation email also includes the same info.  We regret if you found the offer unclear.
  
  Your initial order, the 30-day introductory kit, was sent January 26, 2025, for a total cost of $62.65 which was charged in full at shipping to the ****** account provided. 
  
  On February 24, 2025, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) began processing for delivery for a total cost of $266.31 to be billed in 3 installments over 30-day billing cycles. We received a payment authorization from ****** for the 1st installment at this time.  Shipment was completed February 25th and the 1st installment of $88.77 was finalized as a charge leaving a balance of $177.54.
  
  Also on February 25th, we received your call, live chat and email inquiries about the charge. Your subscription was cancelled per your request. At the time of your call the 2nd shipment had already been sent and could not be stopped.   Information was provided regarding your 2nd shipment, the remaining balance and scheduled payments as well as the Money Back Guarantee available.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  While we strive to stay within advertised guidelines for consistency, although your 2nd shipment has not yet been returned, as a gesture of goodwill and exception to our policy the remaining balance of $177.54 has been cleared so your will see no additional charges.  Once your return has been received within 60 days of receipt a refund will be issued less s&h as our satisfaction guarantee states that s&h cost is a nonrefundable item. 
  You can find return instructions on our website ************************************************************* or contact customer service via chat or phone.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:02/18/2025

  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.

  After watching TV, on 10-1-24, I decided to call in and made an order with Kind Science to try out their product and if I liked it I would buy more. Wow, to my surprise they kept on charging my card. I had no idea that they would keep on charging me. I am 80 years old and this makes me sick...being that I had so many medical issues to take care of at the time! I am not that savvy with the computer and I was having a lot of trouble with the internet. Busy with everything, I was just paying the balance on my charge card every month. I had no idea that they were continuing to charge my card. I actually just recently sat down and was going back searching for a bill that I wanted to make sure I had paid using my charge card. This is when I noticed all the charges that Kind Science has done! I called them a few days ago and they hung up on me!! I do agree with the $64.97 charge for the product that I originally was charged on 10-2-24 but not the others.However, on: 11-02-24 $92.06, 12-02-24 $92.05, 1-2-25 $92.05=$276.16 This is unbelievable to me. At one point they sent me another box, this is when I called them and cancelled. I told them that I hadn't ordered this one and I was sending it back unopened which I did...and they say they never got it! I can't say how I really feel. How can they do this?...actually at my age I feel like I have really been discriminated against!! And when you call them they hang up unless of course you want to buy their product. The only product I have is the one they first sent me so I could try it out and paid $64.97 for which I still have some. This $276.16 is unbelievable. Being on a fixed income I would NEVER pay that kind of money for a product like this.

  Business Response

  Date: 02/27/2025

  ****** *****
  ******************
  ****** ** 95307
  
  Date: 2/26/25
  
  Complaint ID: ********
  **************************
  
  Dear Ms. ******
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled for automatic shipments of Kind ScienceSeptember 30, 2024, with the purchase of a special discounted offer for a 30-day introductory kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our special introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the replenishment shipments is provided several places online and by phone before an order is finalized and also included in your order confirmation email.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day introductory kit, was sent December 31, 2024, for a total cost of $64.97 which was charged in full at shipping to the credit card provided. 
  
  On November 1, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $276.16 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $92.06 was charged at the time of shipping leaving a balance of $184.10.
  
  On November 12, 2024, your account was cancelled per your request.  Information was provided regarding the remaining balance and return instructions for your 2nd shipment since although cancelling stops all future shipments it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On November 18, 2024, we received your call informing us that you had returned you shipment by refusing it or returning to sender.  You were advised that once it was received a refund would be issued.   Please be advised that returning a product via "Return to Sender" without verifiable proof of mailing,oftentimes results in a package never being received back to our facility to process a return credit to clear any balance owed.
  When your return was not received the 2nd and 3rd installments of $92.05 each were billed as scheduled on December 1, 2024, and January 1, 2025, respectively.
  
  On January 23, 2025, your 1st shipment was processed as returned at our facility, outside the 60-Day Money Back Guarantee so no credit was issued.
  
  On February 14, 2025, we received your call regarding the billing.  We regret to learn that while the customer service representative was consulting with a supervisor the call was lost before a resolution could be offered.
  
  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  As a gesture of goodwill and in exception to our return policy, refunds totaling $259.96 have been issued for your 2nd shipment.  Per the terms of our 60-Day Money-Back Guarantee, the $16.20 (s&h plus applicable state tax on that charge) was not refunded.  Please allow 3-5 business days for the funds to post.
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:02/18/2025

  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.

  Purchased a facial product kit and the. Found it was a subscription so cancelled and returned all products but they will not refund without a tracking number though *** said it would take 3 days and its been two weeks. They are refusing refund without tracking number . They are in *********** and not aware of shipping in states accountability should not fall on the customer.

  Business Response

  Date: 02/25/2025

  **** ******
  **********************************************************************************
  
  Date: 2/25/25
  
  Complaint ID: ********
  Account Number: *********
  
  Dear Ms. ******************** you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science December *******, with the purchase of a special discounted offer for a 4-piece 30-day starter kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Customers that choose to purchase any of our special introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the replenishment shipments is provided in the shopping cart before any personal information is entered, again before an order is submitted and in the order confirmation email.  We regret if you found the offer unclear in any way.
  
  Your initial order, the 4-Piece 30-day introductory kit, was sent December 31, 2024, for a total cost of $53.20 which was charged in full at shipping to the credit card provided. 
  
  On January 30, 2025, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $174.78 to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $58.26 was charged at the time of shipping leaving a balance of $116.52.
  
  On February 1, 2025, your account was cancelled per your phone and live chat requests.  Information was provided regarding the remaining balance and return instructions for your 2nd shipment since although cancelling stops all future shipments it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On February 16, 2025, we received your call regarding a refund.  Since your account did not reflect any returns at that time the tracking number was requested.  We regret to learn that the call ended before a resolution could be offered.
  
  On February 17, 2025, your called and provided the tracking number for the return of your 1st shipment.  You also stated your had refused the 2nd shipment.  The tracking information was used to confirm that the shipments were in transit to us.  As a courtesy refunds were issued totaling $98.53 and the remaining balance cleared prior to any returns being received or processed.  (The $12.93 s&h charge for the 2nd shipment was not refunded per our money-back guarantee.)
  
  On February 19, 2025, your 1st shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:02/11/2025

  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.

  hidden enrollment once you place a order your subject to charges for a reacuring subscription that is verry exspensive

  Business Response

  Date: 02/20/2025

  **** ******
  ****************************************************
  
  Date: 2/19/25
  
  Complaint ID: ********
  Order Number: SPKS131250
  
  Dear Mr. *******
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Kind Science February ******** with the purchase of a special discount offer for a 6-piece 30-day introductory kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  Kind Science products are available without a subscription. However, customers who choose to place one-time orders are only offered our retail prices.  Customers that choose to purchase any of our introductory kit offers are informed that they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the replenishment shipments is provided in the shopping cart before any personal information is entered, before an order is finalized, and again before payment is submitted.   The terms of any purchase are also provided the order confirmation email.  We regret if you found the offer unclear in any way.
  
  Your initial order, the 6-Piece 30-day introductory kit, was sent February 11, 2025, for a total cost of $59.95 which was charged in full at shipping to the credit card provided. 
  
  Also on February 11, 2025, we received your calls requesting that your order and subscription be cancelled.  Your subscription was cancelled per your request, but we were unable to cancel the order since it had already been shipped at the time of your call.   Information regarding the available 60-day Money Back Guarantee and return instructions was provided.
  
  On February 12, 2025, we received your call regarding the status of your order.  You were informed the order was still in transit and the return process was explained.  As a goodwill gesture and an exception to our advertise return policy a refund of $59.95 was issued prior to the return of your initial order. 
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director