On Sitejabber, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
iHerb Reviews Summary
iHerb has a rating of 1.6 stars from 1,051 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with iHerb most frequently mention customer service, credit card and phone number. iHerb ranks 520th among Vitamins & Supplements sites.
We monitor reviews for authenticity
I've been trying to get in touch with the support system and what a FAIL, the site isn't working, my packet was destroyed according to DHL and no-one seems to solve the issue... Have I lost my money?. What a disappointment
On Friday May 8th, 2020 I ordered protein powder and paid for overnight shipping. By Monday May 11th it still was not here so I tried to contact them via the link in the e-mail. It came back all in Russian. I went out to the website on my computer and started a chat with an agent. That person told me the delay due to Covid 19 was written on the website. I told them that Overnight shipping should not have been an option. They wanted me to wait until I received the order and I told them that had nothing to do with overnight fee. Finally the agent told me they put in the request for refund of the overnight fee. Judging by what I have been reading here on these reviews I am not confident that I will get it and unsure whether I will get a usable product. I should have looked here first.
Dear Valued Customer,
We apologize for the customer support experience you have had. Regarding delays due to COVID-19, we have that message stated on the customs page, the shipping page, and all throughout checkout. Regardless, we would love to look into this to give you an update about the status of your refund. In order for us to do so, we kindly request that you send your order number to appsupport@iherb.com. Once we receive that information we will be able to provide you with all the information to know regarding this.
Hope to hear from you soon.
IHerb received my order and processed the delivery in a timely manner. However, the order I placed for six jars of jam was not properly packaged. The cardboard box was left at my front door on it's side. When I picked it up, the glass jars were sliding around in the box. When I opened the box, the six glass jars were loose and tipped over. Plastic air bags were placed on top of the jars, but there was no protection on the side or bottom of the package. Three of the six jars arrived with the vacuum seal popped. One of the three jars had leaked and jam spilled under the lid, covering the labels. It was a sticky mess. Also, in regard to COVID-19, when the package was delivered, the driver did not have a mask or protective gloves on... so much for our confidence that the package was delivered safely.
Dear Valued Customer,
We are sorry this occurred and would like to make things right with you. We also want to look into the carrier that was not wearing protective equipment as we assure you we have made it clear to every carrier that this is a MUST moving forward since this pandemic started. Also, every individual in our warehouses is wearing full protective gear as required by law and we have stepped up hourly sanitation procedures as well.
In order for us to assist you, we kindly ask that you please contact appsupport@iherb.com and provide the order number of concern. Once we receive this, we can take care of you and also contact whichever carrier delivered this package to say this is unacceptable.
We hope to hear from you soon and apologize once again.
Do not order from this site - one order came in two deliveries - wrong items and missing items. I have an order # and it just arrived but they don't want to help you unless you take pictures and send them. Horrible provider - be smart and find someone reliable. The company responded by saying a picture is required by companies for returns or mistaken deliveries - so not true I-herb. I order on line quite often - first time I have ever been asked for a picture for the companies mistake - just a tactic to make it harder for consumers to get a fair deal. No problem the products you offer are widely available from consumer-friendly companies.
Dear Valued Customer,
For wrong item claims we need actual proof which means photos. If you feel like doing this so we can take care of an honest claim, which 99% of businesses require for such claims to protest against fraud, we await for you to provide those to appsupport@iherb.com.
Have a nice day.
I do not recommend this website. I prefer Chinese sites than these scammers who at least react to my refund requests. I had a bad experience with customer service following a problem with the agent who took care of the delivery (dhl). DHL charged me fees not mentioned during the purchase and I couldn't get my order or get my money back.
Also, if you share your order number with us we will be able to look into this matter further to make sure the destination country, if not in China, has anything we can arrange to help cover some of the costs. If you are willing, please email appsupport@iherb.com and include the order number of concern.
After you place your order you won't be able to get in the account again they didn't send me an order confirmation and once I opened a live chat they said my order was cancelled due to lack of information. But no refund yet. Wow why are they open? How come they couldn't shoot me an email for more information? Hands down the worst website I've ever used
Dear Valued Customer,
We hate to hear of incidents like the one you reported above. Customers should be able to login to their accounts after they place orders, and they are able to do so 99% of the time, or else we wouldn't be in business and the largest online retailer of health products. It is likely there was/is a technical issue which we have already resolved. Also, certain orders and payment methods need verification to help prevent any sort of fraudulent purchases and protect consumers which is of the highest concern for iHerb.
We would love to look into what may have happened and provide you with an answer regarding the technical issue which prevented you from signing in or details of a possible security concern. In order for us to do so, we ask that you please email appsupport@iherb.com and include the order number. We will be able to look into what happened further once this information is received.
We look forward to assisting you and have the team standing by to help.
I received my order and the expiration date of Neosporin was 2 weeks later! I requested a replacement. Instead I received a stock accusatory email about not checking the product before purchasing! After another email, a refusal to send a replacement without charging me high shipping fees. Terrible customer service.
Just a note that this lovely reply from iherb really did nothing for me. They again said they can't replace the item because I would have to pay for shipping!
Dear Valued Customer,
We sincerely apologize for this incident as we constantly try to only send out products which have not or will not expire any time soon. We apologize for this incident, as well as, the poor customer support reported above. We would love to look into this matter further to take care of you and to show you how great our customer support can be. In order for us to do so, we kindly request that you contact us at appsupport@iherb.com and include the order number of concern. Once received, we will gladly come to a resolution that make sense.
Again, we apologize for any inconvenience and can't wait to show you how much we value you and take every incident seriously.
I had a problem with iHerb and they didn't want to help me because it was "their policy" even when it wasn't. I was really mad because of the bad service and I wanted my money back. After 1,5 week of mailing back and forth they finally helped me and refunded the money so that's great. (This is an updated review)
Dear Valued Customer,
We regret to hear of this. Let us further explain this matter below.
We clearly state to our valued customers in the Netherlands, throughout the entire shopping process, that customs and duties may apply to orders. We disagree with such laws put into place by the government of the country as they only penalize the citizens residing in the country in an attempt to gain revenue, as well as, discourage them from purchasing products they desire/need from abroad at a better cost. We recommend contacting the local customs officials to voice your concerns and negative experience with such unfortunate laws. IHerb has no control over this and cannot influence such laws as doing so would violate the independence of the Netherlands.
We clearly state such fees may apply at the following link to our customers in the Netherlands: https://nl.iherb.com/shipping/nl.
We also provide the link to the countries official government customs department page for consumers to learn more about such laws/restrictions at the following: https://ec.europa.eu/taxation_customs/index_en.
Also, during checkout in big bold orange lettering beneath each carrier we clearly state that customs duties/fees may be charged upon receipt by the government of the Netherlands. Also, in the cart review, we clearly state that customs duties/fees may be collected upon delivery.
Furthermore, we offer a shipping method called 'Post NL' which actually includes such fees during checkout so customers are not surprised upon receipt. This i actually the first shipping method we display and offer to our customers so they aren't penalized any further by their governments laws. We recommend choosing this shipping method if you ever choose to place another order as we provide this option and clearly state this so our valued customers can avoid such surprises.
We wish you the best of health!
IHerb is promoted by Youtube influencers and has cheap vitamins. I ordered from them on February 17th, before the COVID-19 situation was stopping shipments. They dragged their feet and didn't ship my package until a few weeks later. Once they did, it got stuck in Hong Kong for customs clearance for a month. In the meantime, I was obligated to leave the country I was in for the past several months, with no ability to get the package once it would arrive. I told them all of this and they were just sending out boilerplate emails, saying there are severe delays. No kidding, but I literally have no way to get the package that you didn't even ship out for two weeks!
They are still refusing to acknowledge anything I said, just sending template emails. They should refund money for products not received. Otherwise, it is considered THEFT.
I am contacting every single "influencer" supporting this company, so they can be finally exposed for kicking people when they are down during this pandemic.
Dear Valued Customer,
We regret to hear of this instance and the inconvenience you faced as a result of the COVID-19 pandemic and the effect it had on order/carrier delays as well as increased customs scrutiny. That is very unfortunate and beyond our control. However, we would love to look into this matter further to see what we can do for you.
In order for us to do so, please contact appsupport@iherb.com with the order number of concern. Once received, we will gladly see what we can do to help alleviate the impacts the global pandemic, which has killed thousands and caused major backups for every eCommerce company, has had. As mentioned above, especially in Hong Kong, customs scrutiny of shipments has greatly enhanced as a result of this virus which originated in China. It takes a global effort to combat this pandemic and they are just doing their part to ensure infections and the resulting deaths are negated as much as possible.
We also recommend contacting the customs department to see what they can do to assist you as you may also have customs and duties fees to pay, which are beyond iHerb's control and part of Hong Kong's legislation, before they release the package to you in any way.
We hope to hear from you soon and wish you the best of health!
They will tell you the package has been delivered. Mine was not! Then they said they. Would submit a request. At this point, I'm disputing the charge with my bank. This is unacceptable.
Dear Valued Customer,
We regret to hear that something like this occurred and we would love an opportunity to look into this matter further. In order for us to do so, we kindly request that you please email us at appsupport@iherb.com and include the order number of concern. Once we receive that information, we will carefully look into this with the aim of providing a proper resolution if one has not already been provided.
We hope to hear from you soon so you can experience our great customer support! Best wishes!
I bought 2 items from this website and never received them. I contacted them requesting a refund and was locked out of my account! I requested them to unlock and they said no, because I requested a refund. Don't deal with these guys. Extremely bad customer service and they have their own rules.
Dear Value Customer,
We assure you your account was not closed due to asking for a refund. We would like to learn more and provide you with information so you understand what occurred. Accounts are usually closed for suspicious reasons and abuse. Please email us at appsupport@iherb.com so we can look into the above claim further.
We hope you choose to contact us.
I oreder there today only because they said 1 or 2 days I would have them.
Now the expected day is 7 days away... I will give them credit the website does now say sold out 8 hours later.
I know it may be the pandemic fault and they did update the website... Just pissed but I guess all the things going on it could be beyond there control.
Dear Valued Customer,
We clearly state during checkout, and have done so for several weeks, that delays are going to occur due to the COVID-19 pandemic the entire world is trying to recover from. This information is clearly displayed in a bright bold, colored in and outlined in orange, section at the very top of the checkout page for customers to read prior to placing an order.
As you mentioned above, all these issues are beyond our control and it is, indeed, a global crises where thousands of people are dying that is impacting everyone's business, from the brick-and-mortar store to internet retail companies. We hope the world recovers and that people stop perishing by the thousands so we can get delivery times back on schedule.
Best wishes.
Bad service. They combined my two orders for different days and I had to pay extra money. The company is not responsible. I do not recommend using the store because it is expensive and need to pay extra money for transportation.
Dear Valued Customer,
We would like to learn more about this incident so we can help resolve this. It is likely the order had to be split for carrier restrictions, or perhaps, even due in some way to the COVID-19 pandemic currently occurring. We kindly ask that you please email appsupport@iherb.com and include the order numbers as well as any other information we should know, Once received, we will gladly delve into this matter further to see what we can do for you.
We assure you, your business is valued and we would love to show you how great our customer support can be! We hope to hear from you soon and wish you the best of health with everything going on.
I have ordered 2 packages approximately USD 200/-, both were not delivered. I have filled many complaints with iherb contact people/ chat boot, but they were unable to help instead the customer service representatives copy paste the same response without providing any solution. Be aware that iherb uses blueprints and their terms & conditions to protect themselves, prior to buying iherb should alert the buyers when there are country specific regulations to receive the item and then it is at the discretion of the buyer to complete the purchase or not.
Dear Valued Customer,
We apologize for any issues with the receipt of your orders. However, we state many times and in various places about customs restrictions from the shipping information page and during the checkout process.
However, we would still like to look into this further in an attempt to possibly offer some sort of resolution. In order for us to do so, please email appsupport@iherb.com and include the order numbers of concern along with any other information we should know when looking into this matter.
We hope you contact us so we can potentially provide a remedy for the above listed issues!
Stay away from iHerb.com: it may appear to be a sort of bargain site for herbs and supplements, but I'm not convinced that this business actually exists. First, the product I ordered hasn't arrived, a week and a half past the estimated arrival date, and two weeks after I placed the order. It appears that they didn't ship it correctly, and it was returned to sender. Second, my attempts to resolve the issue has been met with seemingly automated, impersonal responses- through email and online chat, which are full of empty promises to fix or resolve the issue, without comprehending or acknowledging what actually occured. There is no real way to speak to an actual person. I can't caution people enough from using this website- buy from another, more reputable site instead.
Dear Valued Customer,
We regret to hear such an instance occurred and wish to look into it further in an attempt to resolve this issue. There are severe delays in delivery times due to the global pandemic as a result of COVID-19. Our site expressly states this prior to checking out. However, we still want to look into this matter to show you how much we truly care. We kindly ask that you please contact us at appsupport@iherb.com and include the order number of concern. Also, please include the address and phone number of the account so we can verify and protect the accounts security. Once received, we will gladly assist you.
Regarding the customer support experience, we apologize and promise we have real agents assisting customers. However, it is obvious we may have fallen below our high standards and wish to make it up to you.
We are excited to hear from you so we can attempt to make this right! Best of health to you and your loved ones.
I placed an order that was marked as being delivered but I never actually received the products. I reached out to a csr who informed me that they would send an email with an update from the logistics partner within 48 hours. No email so I email company cs again and received a response calling me by a completely different name! I emailed back asking for another update and received a reply from another rep who told me to check with neighbors and contact the carrier! I have been waiting for a week for Iherb to check with the carrier! This is the worst experience in a Long time from any company that I have experienced. I never write reviews but looking at all the other customers having terrible service also something needs to be done! Maybe consider investing more in quality customer service representatives or at least training. Also the carrier for this order had very very poor ratings. Not happy at all.
Dear Valued Customer,
This is an experience we never want our customers to have. It is obvious, judging from your review, we fell short of our high standards for customer support. We should have followed up with you and we apologize. We want to help you and ask that you please email appsupport@iherb.com. Please include the order number of concern as well as any details you think would be helpful for us to know. We can't wait to show you how much we appreciate your business and look forward to hearing from you soon!
They use a very inept delivery service called Laser ship. Laser ship has no idea how to deliver packages. I gave them my correct address many times an address where multiple deliveries are made with no problem every day and yet they are unable to deliver. Contacting IHERB is a nightmare as you just get standard replies that do not address the actual problem. My case kept getting closed and reopened and they kept telling me to contact shipper instead of contacting the shipper themselves. I asked multiple times for a refund for a product that NEVER ARRIVED I still have no refund. STAY FAR AWAY FROM THIS COMPANY
Dear Valued Customer,
We regret to hear of this matter and would like to look into it further in an attempt to provide you with the great customer service we are known for. In order for us to do so, please email appsupport@iherb.com and include the order number of concern. Once received, we will diligently look into the above claim. We hope to hear from you!
Customer service is unprofessional and useless. The website customer service number is false and when you use their 24/7 chat feature as their only option, it takes a very long time for them to respond. On two occasions, iHerb did not accept accountability/responsibility for their mistake and I will put my trust in another company that can assure me a piece of mind from now on. Lastly, iHerb provides a product which can be found on other websites for cheaper, without offering any price match.
Dear Valued Customer,
We regret to hear of this poor experience and want to learn more in an attempt to resolve this matter. We never want our cherished customers to have a negative experience, in any way, while shopping with iHerb. We kindly ask that, if you are willing, you please contact us at appsupport@iherb.com. Please include the order number(s) of concern and any further details you feel we may need to properly look into this matter.
We are looking forward to hearing from you so that we can show you why millions of people around the world choose to shop with iHerb everyday for their healthy lifestyle demands. Best of health!
Trying to order products, will not accept my password. Then I try forgot password. Doesn't send code, when it says was sent. Then I tried temporary password never get the code. Been trying for a couple of months. I'm done. Audios
Dear Valued Customer,
We apologize as this is never what we wish our customers to experience. If an agent has not already sent you a reset password email, please contact appsupport@iherb.com and include the address and phone number associated with the account to verify account ownership. Once received, we should be able to resolve this matter. We look forward to providing you with the support every customer deserves!
I have been a loyal customer of iherbs for several years purchasing several hundred dollars of product each year.
Until now! I recently purchased a bottle of Opti-men multi-vitamins. When it arrived, the bottle was fine but the tablets were severely damaged.
I immediately contacted iherb customer support. I supplied all the pictures and information they required. About a day later, they said they would give me an instore credit. I wrote back and asked what good that was going to do me. They basically told me "Too bad, so sad". This is our offer.
I continued arguing trying to escalate to a manager but instead, the emails started to arrive written in RUSSIAN instead of English.
I asked them why they were speaking to me in Russian when I speak English. No reply.
I then contacted the manufacturer of Opti-Men and provided them with the same information.
The next day I received an email that iherbs was refunding the money onto my credit card.
I feel like they just did not care about my concern and only resolved it when the manufacturer stepped in.
Good bye iherb
Dear Valued Customer,
We sincerely apologize for the poor customer support you received and we apparently fell short of our high standards. We would like to make this up to with the purpose of showing how much we value your loyal support.
We kindly request that you please email appsupport@iherb.com and to include the order number of concern. Once we receive this information, we will gladly take care of you in an attempt to make up for this poor experience. We are excited to hear from you soon so that we can show you just how great our customer support can be.
From the business
35,000+ top-rated healthy products; with discount shipping, incredible values and customer rewards.
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Similar businesses you may also like
See more Vitamins & Supplements Businesses
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Valued Customer,
We regret to hear of this issue with DHL and definitely want to learn more so we can help you. Currently, times for a response from customer service are longer than usual due to a high influx of orders and contacts as a result of the COVID-19 virus. However, we kindly request that you please contact appsupport@iherb.com and include your order number. Please also include what you have learned from DHL.
We look forward to hearing from you as soon as possible so that we can show you how great our customer support can be and how we appreciate you putting your trust in us for your healthy lifestyle needs.