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:04/07/2025

  Type:Customer Service 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 have left 3 phone messages with no return calls, two e-mails with nothing back . I am not satisfied with the product and want a full refund

  Business Response

  Date: 04/22/2025

  Hi Mr. ********************* checking extensively through our filed orders and through our tickets at our customer service center, we couldn't find any order under the name and email used in this complaint. Could it be possible that the customer service reached was not ours? Would it be possible for you to provide us the phone number you called to left your messages and the name of the product you purchased please?

  Since we couldn't find any orders and tickets under your name, we contacted our CRM (BuyGoods) to see if they have orders forthe same amount under your name and they could only find an order for another company called ScienceGenics.

  At Science Natural Supplements, we take the satisfaction of our customers very seriously. Please let us know the number your tried to reach and the name of the product purchased to confirm without a doubt that it's not coming from our company.

   

  Best regards,

  Science Natural Supplements

• Initial Complaint

  Date:12/19/2024

  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 made a ONE TIME purchase.A few months later three more bottles arrived. I absolutely did not order them.Primarily because I did not see any results from the product.I would like a refund for the last three bottles that were sent. I am happy to return the product.

  Business Response

  Date: 12/19/2024

  December 19th 2024

  
  Response to complaint ID of ********

  
  Dear customer,  

  
  We are sorry that you didnt see any results with our products with your first order placed on March 17th 2024. This being said, we do advertise our 180 days Money Back Guarantee for all of our products and by a simple call to our customer service at ************** or an email sent to ******************************** to express your insatisfaction and our friendly and professional customer service team would have reimbursed you the full value of your product.
  

  Concerning the second order placed on May 19th 2024, we do see another purchase placed under your name in our system, with the same email address and same shipping address as the first order you placed. This order went through our security partners to avoid fraud, Kount: Fraud Detection and ********************* Solutions, and the order was qualified as valid. This being said, no security system is perfect and if this order was indeed a fraudulent order placed with your credit card, we do apologize. We want to reassure you that we dont keep our customers credit card information and this order was not a subscription as well. The only possibility this order went through is by placing a new order with the exact same shipping and billing information. In any case though, our 180 days money back guarantee would have covered it and with a simple call to our customer service at ************** or an email sent to ******************************** to explain the situation to our customer service team and they would have reimbursed you in full. To solve this situation, we waived the 180 days limit of our money back guarantee and issued a full refund today (December 19th 2024) of the order placed on May 19th 2024 for the amount of $97.98. 
  

  Please rest assured that we do everything we can at Science Natural Supplement to fight fraudulent orders, but some still sometimes manage to go through our security system. By communicating with our customer service, customers get the help they need to solve these issues.
  We hope this solution solves the complaint ID ********.

  
  Best regards,
  Science Natural Supplements
  

  
  

  Business Response

  Date: 04/16/2025

  April 16th 2025
  
  Response to the new message for complaint ID of ********
  

  Mrs ******,
  

  As we answered back on December 19th 2024 after your original complaint, we only ever had two orders from you in our system, the first one from March 17th 2024 and the second one mon May 19th 2024. Like we explained, you didn't subscribe to any plan with us. These 2 separate orders have been placed manually both times. We also explained previously that we do not keep our customers's payment information in our system. No other order was ever placed under your name.

  
  Regarding your mention about contacting us without getting any answer back, I see that you contacted our customer service on February *********, here's the message we received:
  "I ordered ********* from your company. Which I believed to be a ONE time order..
  A couple months ago I received another three bottles of Berberine.
  I did not want nor order them.
  
  I do not want any more of your products. I must have unknowingly been added to a subscription. I would never have done so without trying the product. I have seen no positive results from your Berberine.
  
  Please cancel any and all future orders. In additional I am requesting a refund from the last order sent.
  I have not opened any of the bottles. Your website states a full refund if not satisfied.
  
  ***** ******"

  
  Our customer service answered to your email THE VERY SAME DAY with this answer:

  
  "Hi *****,
  
  Thank you for reaching out to us.
  
  I'm sorry to hear that you received an order you did not place for the Berberine supplement.
  
  *****, I've looked into this for you, and I can confirm that you do not have any recurring charges on this account. This means that all previous orders were placed manually online. I can see that there were two orders on our system placed on different dates.
  
  March 17, 2024: $58.98 (Order #OR77801)
  May 19, 2024: $97.98 (Order #OR83630)
  
  In addition, I was able to confirm that the second order was already fully refunded on December 19, 2024. The full amount ($97.98) was refunded back to the original method of payment used (card ending with 9375). The amount should show on your account within 3 to 7 business days from the refund date. I have also attached the refund receipt for the second order to this email.
  
  Rest assured that no other order will be sent to your shipping address unless a new manual order is placed.
  
  Should you have any further questions, please feel free to contact us again.
  
  I wish you the best of luck on your journey to wellness, *****!"

  
  As mentionned in our customer service team answer on February 25th, your last order was already refunded on December 19th 2024, after our answer to your original BBB complaint, even after our 180 days guarantee, as a proof of good faith on our end. 
  

  Mrs ******, we refunded your order and no order order was ever shipped from us to you aside from the 2 orders already stated previously in our multiple communications. The receipt provided in your latest answer is from the May 19th ************************************ FULL on December 19th 2024 (please see attached to this answer the refund receipt). If any other charges has been billed to your credit card without your consent, we can assure you that it is NOT COMING FROM Science Natural Supplements and we suggest that you contact your bank to investigate further.
  

  We hope it brings answer to all your questions.

  
  Best regards,
  Science Natural Supplements

• Initial Complaint

  Date:05/20/2024

  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.

  Received five bottles of Berberine today that I did not order. I have never had any contact with Science Natural Supplements.

  Business Response

  Date: 05/21/2024

  To whom it may concern,

  We reviewed the order in the name of ********************* in our CRM. This order has already been refunded in full due to a chargeback alert we received from Midigator. It seems like someone might have stolen ******************' card, since on our end, at the time the order was placed, it went through ***** and our Gateway. We received the Midigator alert afterwards, on May 18th.

  The order under ******************' name has been placed on May 15th. It went successfully though ***** (please see the ****** doc attached for proofs) and Touchsuite (our Gateway). At this time, we had no reason to think there was an issue with this order, so we went ahead and fulfilled it. But, and as soon as we got the alert from Midigator, we refunded the order and shipping fees in full to the customer.

  We are sorry that this customer's card has been used fraudulently, but as mentioned before, we couldn't know at the time and afterwards, everything was done on our end to ensure that ****************** wouldn't suffer any prejudices from this fraud.

  Best,

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

  Operations and Fulfilment Manager

• Initial Complaint

  Date:10/24/2023

  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 bought ******* to lower my cholesterol. I only took 1/day because of possible side effects. I ended up with severe diarrhea.

  Business Response

  Date: 10/26/2023

  First, wed like to mention that we are very sorry that this customer experienced one of the known side effects of using Moringa supplements. It is indeed known by the medical community that Moringa can have some undesirable side effects for some persons. The most common one being gastro-intestinal issues like diarrhea. This is why on the label of all of our oral products, we clearly state that anyone with a known medical condition should always talk with their doctor before they start to take our supplements, including Moringa (please see label provided as a proof). This possible side effect would have been provided by a health professional to this customer on demand. 
  It is recommended to talk with a doctor or a pharmacist everytime that someone has a known medical condition or take any kind of medication before starting any supplements, since it can interact with the condition or the medication already in place.
  Information about the benefits, but also the possible side effects, of Moringa are also widely available on the Internet on trustworthy websites with articles provided by trustworthy members of the healthcare community. Please see below for some examples:
  *************************************************************;
  *****************************************************;
  Also, the starting dose recommended by professionals for Moringa is between 600 to **** mg per day and our recommended serving is 800 mg per day. Therefore, the daily dosage listed on our label is in the safe zone.
  We would also like to point out that we have a ************************************************************************************** the purity of their content and their safety but unfortunately, not all supplements work for everyone. We therefore invite this customer to contact our customer service for a full refund of this product:
  ********************************
  **************
  
  

• Initial Complaint

  Date:08/16/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 supplements from this company with the knowledge that they offer a full money back refund guarantee if not completely satisfied with their product if the empty bottles are returned within 180 days. I used the product for 5 months with no results, so I decided to get the refund. I made contact with them, via email, after 170 days, asking how to go about getting the refund. Their first response was to try to get me to give the product a longer trial along with a partial - less than one-third the original total - refund. I immediately wrote back declining that offer, again asking for a full refund, and where to send the empty bottles. I then got no answer for a week, and followed up with three more emails over the next week, and finally got a response with a return address. I had the bottles returned and sent them the confirmation of that along with a tracking number from USPS on August 1. After a week, still no refund. I followed up, and they asked for the tracking number again. I sent it again on August 12 along with the statement that I will not put up with any further delays, and still haven't heard back, so here I am with this complaint.

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/18) */ The customer contacted Science Natural Supplements on July 29th via call. A customer service representative provided the customer with a discount but the customer refused. On July 29th, the return address was given to the customer on the phone and an email was also sent with the return address. The customer contacted Science Natural Supplements on August 11th asking for her refund. A representative asked for a return tracking number but the customer did not respond to our email. A refund has been issued in full for the amount of $174.00 and the customer has been notified of the refund. Consumer Response /* (2000, 7, 2022/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) While the refund was finally issued, their response is not entirely honest. I did respond, twice, with the tracking information on the returned product. I also tried calling several times, and only got voice mail (did not leave a message.) Several more emails were sent to follow up with no response until I sent one stating I was filing this complain, which apparently is what is needed to get this sketchy company to fulfill their guarantees.

• Initial Complaint

  Date:07/06/2022

  Type:Order 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 am receiving NUMEROUS emails from this company. 1. You are to immediately cease sending emails (within 24 hours) 2. You are to disclose where/when/who and the IP address where you obtained my information 3. You are to COMPLETELY and IMMEDIATELY delete ALL my records 4. You are to ensure that ALL my information is COMPLETELY and IMMEDIATELY deleted from ANYONE who you may have shared or sold my information to. I will accept NO other response than what is stated above.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/08) */ This customer did not attempt to contact us to unsubscribe from all emails therefore he was still receiving our emails. I have successfully unsubscribed the customer's email address, **********@*************.com. This customer will no longer be receiving emails from Science Natural Supplements. Thank you, Flavia B****** Science Natural Supplements Support