Reply from Sun Coast Sciences LLCSep 21, 2026
Thank you so much for taking the time to share your experience — truly. We’re so sorry for the frustration and confusion you went through. We never want any customer to feel stuck, unheard, or like they’re going in circles, and I completely understand why this felt so upsetting. We sincerely apologize for the runaround you experienced while trying to get this resolved.
Our AI assistant did respond initially, but when there was a delay in follow-up, it lost context, which added to the confusion. That being said, your experience with our AI assistant didn’t come together the way it should have. We completely understand how receiving messages without clear continuity would feel frustrating. That’s on us, and we’re actively working on improving how these systems work together so this feels seamless moving forward.
You were right to expect our 365-day money-back guarantee to be honored, and we take responsibility for this request not being handled the way it should have been. We’ve gone ahead and issued a full refund for your Hydrate Restore Total Face Cleanser, and we’ve also arranged for a prepaid return label so you can return the product at no cost to you.
We’re especially sorry that it took multiple attempts to get the help you needed. We understand how upsetting that must have been, particularly after experiencing a reaction to the product.
Suzanne, we truly appreciate you bringing this to our attention. We hope this resolution helps make things right, and we really appreciate the opportunity we had to speak with you personally and resolve this matter to your satisfaction.
Thank you for your patience. We are committed to restoring your confidence in us.
