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Business Profile

Health and Wellness

The Sera Labs, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/03/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 February ******* at 6:41 am, I ordered 3 bottles of Seralab DNA complex. Having ordered from them before, I was confident placing a larger order. On 2/23 I emailed customer service asking when the order would be shipped and if there were delays. I wrote again in 2/24 and got what appeared to be an automated response that due to storms on the east coast shipping is delayed. I wrote again that same day asking if they knew when it might be shipped and got a response that they didnt know when. I tried calling but got a text with a link for help. I said I wanted to cancel. The two automated reasons they gave were too much product or too expensive and then went on to give alternatives. I elected to cancel. As of this morning it was not cancelled and calling just got the same text but this time when I tried to cancel it just logged me out. I have twice requested phone call backs to no avail and wrote again and said that since they are not responding I would first go to the BBB since I see that they do respond here and then to my bank.

    Business Response

    Date: 03/13/2025

    We are confused as this customer was issued full refund, below is taken directly from the *** system.

    You refunded $240.00 USD using a **** ending in 0269 via Shop Pay.

    Acquirer Reference Number (ARN): 24011345057500083747979

    Customer Answer

    Date: 03/14/2025

     
    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. After I filed the complaint, seralabs finally answered my emails and issued the refund

    Sincerely,

    ******** *******

  • Initial Complaint

    Date:03/04/2023

    Type:Product Issues
    Status:
    Answered
    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.
    My Discover card is being charged $15.88 for a product, sleep strips, which I never received, and for which I received an email indicating my purchase had been cancelled.

    Business Response

    Date: 03/13/2023

    Customer gave insufficient address, product was returned by the Post Office.  Refund issued.

     

    Return to Sender Processed
    ****, ** 01901 
    February 11, 2023, 9:47 am

  • Initial Complaint

    Date:03/01/2023

    Type:Billing Issues
    Status:
    Answered
    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 reached out to this company that I have had other issues with regarding the monthly subscription they have now charged me twice. I asked them in the beginning of January to cancel this subscription, I got charged again in February. I have asked several times to take the charge off, there has been no answer. I have all supporting documentation attached.

    Business Response

    Date: 03/24/2023

    The customer placed her order on 1/11/23, she contacted customer care to cancel the order, customer care explained to her that it had already shipped but would cancel her subscription, and when she received her product to call back for an RMA number for return. On 1/21/23 she contacted customer care again for the return information which they gave her. On 2/7/23 she filed an alert with her financial institution and was refunded.  On 2/9/23 she sent customer care an email stating she had sent the product back *** but no tracking number, and the return has not at time been received. On 2/14/23 she emailed again demanding a refund, which she already got from her financial institution on 2/7/23. On 3/2/23 she sent another email asking where her refund was. **************** explained to her two times that she needed to call her financial institution to resolve.  We do not issue refunds on accounts that have already been refunded.

  • Initial Complaint

    Date:02/28/2023

    Type:Product Issues
    Status:
    Answered
    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 CBD Miracle Gummies January 2023 received 2 items which I thought was buy one, get one free. Turned out I was billed for both bottles product did not work for me after trying for 30 days. I had reaction and it did not address issue I purchased for February 17, 2023 I received 2 more bottles. Turns out they had me signed up for monthly auto ship/bill which when i had called them in January I had asked them not to do. They did it anyway I am returning the two I just received. And they will be charging me a restocking fee on top of this as i had a subscription. Which i had checked in January with customer service and asked them not to do.overall this is a scam and incredibly poor service, just milk as much money as possible from the ignorant like me

  • Initial Complaint

    Date:02/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 jar of these gummies in hopes of them helping my tennis elbow on 1-11-23. I have attached the receipt. I then requested a return for this product approximately a week later as this product did not agree with my stomach. As you can see on the attached documentation, I requested several times a return from them, but they wanted to provide a 20 percent, then a 30 percent, then another 40 percent discount instead of my returning the product to ***** a full refund, less the restocking fee. After I said for the last time I wanted a full refund, I was finally *****ed a RA number and address. I sent the product back on Monday, January 23rd, via **** priority mail. I still have not received a refund. In addition, I have attached my attempts at getting refund information with NO RESPONSE. I have been in customer service my entire adult life, and never have I received such unprofessional help from a company. I would urge ANYONE to not order from this company. They do not look after their customers whatsoever, they just want your money, and will do anything to keep once they got it. This was a HUGE mistake on my part to order from them.

    Business Response

    Date: 03/06/2023

    ************** ordered her product on 1/11/2023, her order had already shipped when she contacted customer service to cancel on 1/13/2023. The agents are required to offer discounts to keep the product rather than the customer returning. ************** then filed an alert and was refunded but continues to call customer service saying she has been charged again which she has not as the alert freezes the account. She also claims to have returned the product but nothing has been received. At this time we suggest that ************** contact her financial institution regarding her refund as we are no longer able to help her.

    CBH3
    02/07/23  3:21pm Refunded txn: ********** for $119.48.

  • Initial Complaint

    Date:01/29/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    False advertising followed-up with saccharine, ineffectual customer service!! I was interested in product due to my tinnitus. I did review several different websites (or so I thought), to get more insight. I fell for the "Shark Tank" backing story. Shortly after making the online purchase, which I believed was an original price of $39.98 (it's on me that I did not see the tiny "each" on my phone!), I noted that my account had the pending amount of $199.90! I was able to respond to their emailed confirmation and requested to stop the purchase and a full refund. I was informed that they could do neither, even tho this request was made less than 8 hours after the online purchase. I am completely disinterested in their products, at this point, and am requesting a full refund. Sera Labs is contributing a "bad taste" to good quality, alternative health supports. Foolish on my part for not doing deeper research ... but clearly good money scamming on their part. Really disappointing for the public.

    Business Response

    Date: 01/31/2023

    Response to customer complaint
    See Attachment/File: BBB ********************* *******.docx

  • Initial Complaint

    Date:01/25/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 Jan 22, 2023 I placed an order following an online advertisement stating "buy one get one free, one time order" for $59.95. Once I purchased the product and paid expedited shipping for $15.85. I received an email with the order information and noticed I was charged $129.88 instead of the amount indicated on the website. I immediately called the company and was sent a text link that had several options but only one that allowed you to "cancel". When I completed the link it stated "cancel subscription", in which I never agreed to a subscription. I went ahead and cancelled thinking that would cancel the order since there was no other option to cancel. I then purchased a smaller amount that also stated one time order for $30.00. Today I received another charge from a separate company "Focus Fit Training" for $29.93 that I did not have any knowledge of. When I called the company I spoke to a foreign woman who stated "this e-book is linked to the order form sera labs, its automatically subscribed to". I never agreed to this e-book charge and the woman stated I would receive a refund and the subscription would be cancelled. I called Sera labs about the charge that was still taken out of my account even after cancelling what I thought was the order and was told that I only cancelled the subscription, something I never signed up for. The company is refusing to refund my money stating I only cancelled a subscription that I never signed up to and because the product has shipped . This company is conducting fraudulent activity and deceptive activity against consumers.

    Business Response

    Date: 01/31/2023

    Response to complaint
    See Attachment/File: BBB ***************************** *******.docx

  • Initial Complaint

    Date:01/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 product thinking it would be around $60 some dollars. I places the order and it charges my card. The order total was $238. I almost immediately emailed customer service to cancel the order, not to ship the product and refund my account. Over the course of 4 days, they tried to give me a 10% discount, then 20% then 35% until they then told me the order was shipped and it was too late. They purposely dragged out the communication until their fulfillment center shipped all the product. Not only were they unwilling to cancel the order when it was received, now they also want me to pay for shipping and handling to return the product and their $11.99 restocking fee. Their website and ordering process was very misleading and you have to be extremely careful with what boxes are checked for you and what the real hidden costs are. This company is not in favor of the customer and is simply a public gimmick/scam.

    Business Response

    Date: 01/31/2023

    response to customer complaint
    See Attachment/File: BBB ******************* *******.docx

  • Initial Complaint

    Date:01/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 CBD gummies from an ad that said it was $39.74. They charged my credit card for a 5 months supply for $198. I immediately called to cancel my order. They said I would have to receive the merchandise and return it for a refund. Within a few weeks I received the merchandise and on the same day called to get the return number and address and I returned on the same day. Over a month later I have not received my refund. Also, on the same day as my order, I was also charged on my credit card $29 for an online subscription to **************** I didn't know anything about an online subscription. I got their phone number from the credit card company. I finally got someone to answer the phone but when I started inquiring about the charge they hung up on me, multiple times. They did tell me that Tight Body was an affiliate of Sera Labs. I am wanting my refund for the returned merchandise of $198 and the online subscription charge of $29.

  • Initial Complaint

    Date:01/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 one bottle, company was offering 50% off, then upon check out the price turned in $225.00!!!! This ****** company is scamming folks!!! Now I doubt the product even works. Waste of my time.

    Business Response

    Date: 01/31/2023

    Response to customer complaint
    See Attachment/File: BBB *************************** *******.docx

The Sera Labs, Inc. is NOT a BBB Accredited Business.

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