Reply from Sun Coast Sciences LLCJun 8, 2026
Thank you, Sara, for taking the time to share your experience. We're truly sorry that this situation left you feeling frustrated and disrespected. That was never our intention.
First, we'd like to acknowledge the fulfillment issue with your original order. We understand how disappointing it is when an order doesn't arrive as expected, and we appreciate the opportunity we had to correct that issue for you.
Regarding the more recent order, we completely understand why being flagged as a potential reseller would be upsetting, especially given your professional background and the fact that you were attempting to evaluate the product over time. We want to be very clear that this determination was not a judgment of your character, integrity, or intentions.
The review was triggered based on information provided during a previous inquiry regarding purchasing products for client testing and obtaining larger quantities of product. Because Sun Coast Sciences does not currently authorize wholesale, reseller, or third-party distribution arrangements, we closely review accounts when certain criteria are met. When that happens, decisions are made based on the information available at the time and are intended to ensure our policies are applied consistently and fairly.
The reason we take these reviews seriously is to protect our customers and the integrity of our products. When products are sold outside of authorized purchasing channels, we cannot verify how they have been stored, handled, or distributed before reaching the end user. This can create concerns around product quality, freshness, and authenticity. Unfortunately, like many brands, we have also encountered situations involving unauthorized online sellers and counterfeit versions of our products. Because customer safety and product quality are extremely important to us, we have policies in place to help ensure customers receive genuine products directly from the manufacturer and receive the support, guarantees, and protections that accompany those purchases.
We also recognize that some licensed professionals, practitioners, and specialists may wish to maintain inventory for client use or recommendations without engaging in online resale activities. In certain circumstances, exceptions may be considered after additional review. Because every situation is different, we evaluate those requests individually based on the information available at the time.
Sara, we genuinely appreciate your interest in our products, your professional feedback, and the time you've invested in evaluating them. If you would like our team to take another look at your account, we would welcome the opportunity to gather additional information about how you intended to use the products and conduct a further review. We are always willing to revisit decisions when additional context is available.
We appreciate you bringing your concerns forward and giving us the opportunity to address them.
