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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:01/11/2023

    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.
    While attempting to do an online order and anticipating being charged only right under $100.00 I am fortunate that my card declined to suspicious activity suspected. The Sera gummies company was attempting to charge $214.00, more than double what it should have been. Very deceptive ordering practices. Beware. Shame on the company for taking advantage of those seeking relief from tinnitus. I have currently turned my credit card off and will dispute the charges if anything is attempted without my authorization.

    Business Response

    Date: 01/25/2023

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

    Customer Answer

    Date: 01/31/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    The advertisement in the Sera labs most definitely promoted the relief from ringing in the ears which is referred to as tinnitus in their advertising. Their web design is deceiving by not addressing the correct charge. I was attempting to purchase just two bottles, not five, I had selected two not five and they need to be honest about the fees and continued fees they will be charging, I am so thankful my credit card company thought the transaction was suspicious and declined the transaction.

  • Initial Complaint

    Date:01/09/2023

    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 placed an order on 1/6/23 at 10:22 pm. I checked the $60 option. I proceeded to check out. There was no "review order" option. It just completed the purchase. I received an email saying that the order was for $243.09. I immediately emailed them asking them to either correct the order or cancel it. The next morning they offered me a 10% discount. I declined and asked them to cancel the order. They offered me a 20% discount. I declined and asked them to cancel the order. They offered me a 35% discount. I declined and asked them to cancel the order. Then, I received a notification that the order had shipped. I emailed them again asking them why it shipped when I had asked them repeatedly to cancel the order. They said that once the order is made, they are not able to stop the shipment. I called, and they said that now that the order has shipped, they can no longer offer the discount. They also said that they can't reveal the location of their business, the names of the managers and that the managers were in a meeting (essentially, they will always be in a meeting). I highly recommend that you not purchase from this company.

    Business Response

    Date: 01/25/2023

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

  • Initial Complaint

    Date:01/03/2023

    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 purchased SeraRelief gummies on November 25, 2022 for my daughter in hopes it would help with her tinnitus. The total purchase was $144.17, which included expedited processing fees. The order number is EA0D227D4C. I have emailed numerous times and spoke with a customer service representative requesting a refund as I have never received this product. I get nothing but the run around. It has been over a month and nothing. I just want my money refunded.

    Business Response

    Date: 01/25/2023

    We are unable to locate this customer in our CRM, name, address, email, phone number shows nothings.

  • Initial Complaint

    Date:01/03/2023

    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.
    My father lives in an assisted living facility. He does not know how to look up companies and products on a computer due to a declining mental state. He also does not know how to enter payment information in a computer. I handle all of his bills and finances. SeraLabs sent him two orders - one on November 20 and one on December 20. When I was at his facility on Dec. 31 he pulled out two bags of items from this company and said he didn't know where they came from or how he got them. He assumed his doctor had sent them. His doctor does not use online services for medications or supplements. So I took the items to return them.I don't even know how this purchase occurred nor does my father. My father's medications are monitored and given to him. He has no medications in his room for safety reasons. The fact that this company mailed him these items could have caused serious health risks and even death. This is a subscription I assume because he received two shipments on the same day one month apart. I called on January 3 to return the november/december orders. I was told we can't return the november order due to the 30 day money back guarantee. Well, I didn't even know about these until after that date. My father was hiding them in his room and showed them to me on December 31 because he didn't know where they came from. I was told I have to pay return shipping and a restocking fee and the original shipping fee will be deducted form the dec. 20 shipment. I was told it is too late to return the Nov. 30 shipment. (THe original person I spoke to told me to return tyhe november shipment even though she couldn't get an RMA number - and they would refund. Clearly this was incorrect and a lie.) I was offered 10% then 20% then 35% as a discount to not return. LIES. FRAUD. I spoke with *** on my first call and a few minutes later I spoke with ****.

    Business Response

    Date: 01/25/2023

    We are unable to find the customer information in our CRM without the father name and address.
    However our products are not medical or supplements, our products are only available online which requires the customer to fill in the information, including their credit card. As this is a website we would have no knowledge of a persons health issues, nor what they would do with the product.

  • Initial Complaint

    Date:01/03/2023

    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.
    In the ad it was a 30 day money back guarantee. When I contacted them they are charging me for the first bottle I used,a restocking fee and a reduced price for the bottles I am returning. I paid ****** for 3 bottles and they are charging me ***** for the bottle I used. They are charging **** restocking fee and I have to pay postage to return them.

    Business Response

    Date: 01/25/2023

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

  • Initial Complaint

    Date:12/30/2022

    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 product. I did not order a subscription. They charged me for both. I haven't received my order and I asked to cancel and refund my order. They said they'd give me a discount I don't want. I just want a full refund. They then said I would have to pay to send back my order. I told them I never received my order! They emailed me back to tell me they would "fast track" my order even though I stated I didn't want the order. They are trying to force me to pay to send it back even though I don't want it.Please help!

    Business Response

    Date: 01/25/2023

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

  • Initial Complaint

    Date:12/19/2022

    Type:Delivery 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.
    I ordered a product on November 28 for $225. I also paid an additional amount of $14.95 for expedited shipping. After less than a week I decided to cancell the order and was given an option of 30% discount. I chose to accept that but on 12/7/22 after still not receiving the product I called to cancell the order. I was told then that the product was in in the shipping process. I ashed for a tracking number and none was given. After re-reading their shipping instructions I decided to wait the full 14 business days and recalled to ask for tracking or to simply cancel the order. Was told order was being shipped but still no tracking information available. I called my credit card provider and asked for a dispute on the charges as Sera Labs will not cancel the order. It is now 12/19/22 and still no product or communication from the company as to tracking number. I simply want my my money refunded as I have no product and it has been almost 3 weeks since order. I called the company on 12/7/22, 12/9/22 and 12/15/22 with no success.

    Business Response

    Date: 02/01/2023

    Business Response /* (1000, 6, 2023/01/25) */ Response to complaint Consumer Response /* (2000, 8, 2023/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) The real issue was always a lack of communication. The company never let me know about the delay issues despite having my email and phone. They never provided a tracking number. I did recieve some money back but as time went by and the product did not arrive I requested a full refund. They never responded to my requests and now at my time and trouble have to repackage and return the product. Basically my response is throwing up my hands and never doing business with this company again. I would never recommend doing business with tthem.

  • Initial Complaint

    Date:12/16/2022

    Type:Billing 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.
    I purchased CBD Gummies from Sera Labs that were advertised as seen on Shark Tank to alleviate tinnitus (ear ringing). The website didn't allow the purchase of one bottle, so I purchased the minimum (five bottles). Purchase was made on 12/1 and posted on 12/5 for $218.07. Apparently the website was not secure because almost instantly my credit card company alerted me of fraud. I subsequently had many fraudulent charges made to my card, so I canceled it. The gummies arrived and I had a very severe allergic reaction after taking one. Massive hives all over my body especially my lips and throat closing up. I have pictures. I emailed **************** for a return. Their reply said I could get a 10 % discount if I would keep them. Why would I keep them when I just had a major allergic reaction?? The next email I received from them said I had 30 days to return once I received the package. This does not make sense. Obviously I already have the package if I have taken one gummie and had a reaction. Now I'm not hearing back from **************** at all. The emails from them seemed automated because they didn't match up to what I was asking, Now with no response on how to return them, it feels like the company is just stalling so that I will no longer be in my 30 day return period. I want to return the 4 unopened bottles for a full refund. Ideally I would be able to return the one I opened also, but I doubt that will be permitted. I am also concerned that since I had to shut down the card I originally purchased them on, I will have trouble getting my refund. SERA LABS MERCHANT LOCATION XXX-XXXXXXX CA XXXXX TRANSACTION DATE Thursday, Dec 1st, 2022 POST DATE Monday, Dec 5th, 2022 PURCHASED BY ***** ********

    Business Response

    Date: 01/26/2023

    Business Response /* (1000, 6, 2023/01/19) */ Response to customer complaint Consumer Response /* (2000, 8, 2023/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:12/16/2022

    Type:Delivery 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 the *** gummy's for tinnitus on November 27, 2022. Starting on about the ninth business day. I emailed the company to ask why my product hadn't arrived. I was told I needed to wait 7 to 10 business days, today is the 15th business day. They did not have a tracking number for me when I emailed or talked to customer service representatives so I indicated numerous times I wanted the order canceled and I wanted a refund. I was continually offered deals such as a partial refund and I could keep all the product, which I had still not ever received! Today I was told that they expedited me my product yesterday, December 15. Now I have to wait another 7 to 10 business days before I can receive that, if it ever comes, and then send it back to them to get a refund. I feel this is very shady business practices, and now when I try to call, I'm just automatically cut off. I asked to speak to a manager today that is probably the reason.I only want my order canceled and a refund issued to my credit card.

    Business Response

    Date: 01/19/2023

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

  • Initial Complaint

    Date:12/14/2022

    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.
    I have been suffering from Tinnitus (ringing in the ears) for 2 months and found an article online about *** gummies from Sera Labs curing Tinnitus in 5 minutes with a claim that that the owners pitched the product on Shark Tank and received $2.5 million to launch the product which turns out to be a scam (false). The *** gummies were never aired on Shark Tank. Furthermore *** gummies do not cure Tinnitus. There was a satisfaction guarantee stated during the ordering process. I received an order confirmation from email address ******************************************* I have replied to this email address multiple times requesting the order be canceled and to refund my credit card. I received a **** tracking number ****************************** however the product has not shipped. The **** tracking tool says "**** Currently Awaiting Package". This has been the status for 5 days. The first reply I received was an offer for a 10% discount. I declined and requested a full return/refund. The second reply was an offer for 20% discount. I declined and requested a full return/refund. The third reply was an offer for a 35% discount. I replied; "I am not interested in a discount. Please refund the order to my credit card". My claim is that I was scammed by this company by false claims/advertisement.

    Business Response

    Date: 01/18/2023

    Response to Customer Complaint
    See Attachment/File: BBB-********************************* *******.docx

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

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