Anonymous A.

In many years of shopping online, this is the very first review I've ever left about a company. I usually just wouldn't waste my time. However, my experience was so horrific, I really just believe others need to know about it.

1) I ordered a $100+ shipment with 1-3 expedited shipping from iHerb. When I didn't receive it in about 5 days, I checked the shipping tracker and it said that the shipment had been returned to iHerb. So I emailed iHerb to find out what was going on. I didn't hear a response in 2 days, so I tried their Chat feature on their website. Here is what I was told:

- They get too many emails to respond to them in a timely fashion
- It's not their responsibility to notify me of shipment issues
- They will reship the order (I received no credits, apologies or compensation)

I changed the shipping address on the order because the delay in shipment meant that I'd no longer be at the old address.

2) The next day, when I saw that the shipping confirmation was still showing the old address, I dialed back into Chat.

I was told that the shipping address was corrected, but that one of my products was on backorder. (Why didn't the first rep I spoke with tell me about this?) So I chose to proceed with the order without that item.

When I shared my disappointing experience so far on my first order with iHerb to the rep, his response was that he "is not focused on my emotional well-being." Hmm... I wondered to myself, "Is he focused on my repeat business? Because they sure aren't putting in any effort to secure that."

3) I received the order in 3 days this time and it was missing a 2nd item... one that they didn't tell me wasn't available when I spoke to either of the 2 reps.

4) So I checked my bank statement to see if I had been credited for it. Not only did they not credit me for the additional missing item, but when I looked to see if I was credited for the first, original item I was told was on backorder, they only credited me a portion of the original price I was charged! I was charged $4.80 and they only credited me $4.56.

Yes, I realize that the difference is a measly $. 24, but what upset me was the principle, not the amount. I waited for a total of 13 days to receive an order I was supposed to get in 3 days, the customer service was quite indifferent to my experience (and one was even a bit rude), my order was missing 2 items and I wasn't even fully credited for them.

I submitted another Chat message offline and I'm hoping to get a response.

Seriously, how does a company like this stay in business?