I have been a loyal customer of Sunna Supplements for over 1.5 years, but my recent experience has been nothing short of appalling. Despite explicitly cancelling my subscription due to ongoing issues with their platform, they continued to charge me for unauthorised orders, showing a complete disregard for customer satisfaction and trust. A Subscription System That Doesn’t Work The website itself is a disaster. Managing a subscription- something that should be simple, has been a nightmare. Options to reschedule or pause deliveries would suddenly disappear without explanation, forcing me to rely on customer service for basic changes. Their “solutions” were useless, Suleman once told me to “open a new window in a private browser and refresh the page.” As if that would magically fix their broken system. Even after following all their so-called troubleshooting steps- clearing my cache, using incognito mode, refreshing endlessly- nothing worked. I was stuck in a loop, unable to manage my own orders, and had to email them repeatedly just to make the smallest changes. Customer Service That Makes Everything Worse If you’re hoping their customer service will help, think again. Mina, in particular, was robotic, dismissive, and completely unhelpful. Her responses were copy-pasted and ignored the specific concerns I raised. When I explained why rejecting deliveries wasn’t feasible, she kept repeating the same impractical advice. Instead of taking responsibility for their own broken systems, they constantly pushed the burden onto me. I even tried escalating my concerns, but management was completely absent. Days passed without a response, and in the end, I had to go through my bank to dispute the charges. AFTER opening a case with my bank, Mina finally responded. The lack of professionalism and accountability is a huge red flag, they clearly don’t value their customers. Overcharging and Shady Billing Practices During their Black Friday promotion, I manually purchased extra packs at the discounted price. Despite this, they still charged me full price for a subscription order a few days later—one I didn’t need and had tried to prevent. This was the final straw and my subscription cancellation request to Mina immediately followed. Refunds were delayed and made unnecessarily difficult because they insisted on returns, even though they hadn’t even processed or shipped the order yet! THEN I was automatically charged again in January. I sent another email request for cancellation of my subscription with a refund and I received their formal email confirmation that my subscription had been cancelled, a process that was not completed by customer support when I requested it the first time. Hence my use of the word shady. Their system and customer support is not set up to help their customers.Instead of taking responsibility, Mina acted as though she could talk me out of cancelling my subscription, assumed it worked and didn’t proceed with the cancellation process, despite my clear and polite explanation in November, that I was unhappy with their broken website. Update: Company’s Response After posting this review, Sunna Supplements reached out asking for more details to “better understand” my experience. However, all they need to do is read through the email threads, it’s all there, clear as day. There is nothing else to discuss or clarify. The back-and-forth is unnecessary, and I have no interest in repeating myself. Final Verdict: Avoid Them While their halal bovine collagen is decent, it’s absolutely not worth the headache of dealing with their broken website, incompetent support team, and dodgy billing practices. There are now other companies who offer the same product without the stress and frustration AND offer subscription services that actually work. A quick glance at their reviews shows I’m not alone- others have had similar issues. Some mention that their collagen isn’t always tasteless and odourless, which I’ve noticed depends on the batch at the time, this product is not consistent although that didn’t bother me personally. The real issue isn’t the product, it’s the fact that long-term customers like me are treated so poorly. If Sunna Supplements wants to retain any credibility, they need to fix their subscription system, overhaul their customer service, and take real accountability for their mistakes. Until then, I absolutely do not recommend them.
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