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Hi
I have an issue with this company. I ordered some medicines from them and picked dhl as the shipping sevice. I made the order and subsequently received a text from DHL saying I need to pay extra tax+duty. I received 2 different mails from this company regarding my order but no where was it mentioned that I need to pay extra tax. It seems it was mentioned in the page where I made the order but somewhere down below. The duty+tax amount is almost half the amount of the order I made and my argument is that they should make it more obvious. I got in touch with them soon after I got the sms from DHL asking to cancel my order but now looks like they are going to impose a huge penalty like return shipping taxes etc. Their customer service is horrible and they want me to take the hit for everything. Is there something I can do about this?
asked by Surya B. on 11/27/15
6 Answers
I had similar problem and my resolution was to write email to dhl asking to cancel this delivery and return everything to iherb due to difficult clearance procedure in my country. It resolved the issue. After some time they returned money (I think everything excluding delivery costs but not sure as it was year ago).

They now provide DPD all inclusive, so hope it resolves the issue now.
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It doesnt help to pay the taxes, I did when DHL sent me an invoice and its two weeks later and I still dont have the parcel because iHerb didnt send the necessary documentation to get cleared such as a commercial invoice with detail of what the parcel contains
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You could go to consumer court for all such frauds. And file it against dhl and iherb both. AAnd see what u get. Alteast don't let it go as it is.
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It says right there on the order form - "Duties and Taxes may be collected at delivery."
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"It seems it was mentioned in the page where I made the order but somewhere down below.

my argument is that they should make it more obvious. "

Unfortunately, iherb has gone flim-flam. Of course, they DELIBERATELY do not make all charges obvious before giving payment info and consumatting the order. That is the way they do business. That is probably why DHL loves doing business with iherb - DHL knows they can gouge you coming and going and you will have to submit to the fleecing to preserve your credit rating.

I learned the hard way regarding the outcome of my orginal posted comment/complaint. Unless the complaint has something directly to do with the quality of the products received or something specifically at issue about the products, there is no chance that iherb will issue a refund. My issue was with their special rewards points program so iherb ended up not refunding my full purchase price and did not reward me the dollar credit I was only asking for for my points I was due. My credit card person asked me how much dollar credit iherb should have given me in credit points and I answered $20 and told them I was going to close my credit card if I was required to pay the full charge for the products I received, products that were not deficient in any way. The credit card company said I had such a good record with them that they were going to personally issue me a $20 credit and I did receive that promptly.

Iherb never did the right thing.

It is simply dumb to continue doing business with iherb and that is a shame that such a good company went "china mart" on us with non-existent customer service.

Drugstore.com and Swansons Vitamins are much better companies to deal with and I am sure there are others.

Just stay away from iherb especially if you make large dollar purchases of supplements - risk way to high.
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IHerb is not in charge for this one. DHL will always go thought the customs so just pay the additional taxes and next time use regular post.
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