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 have tried to order twice from here. Everytime I pay for my order, it gets taken out of my account and my account gets deactivated. DO NOT ORDER!
Messed up to many orders to deal with, i will pay a few more dollars to go somewhere else. No customer service
Dear Valued Customer,
We apologize for the inconveniences you have mentioned above and would like to help you with whatever issues you are facing. Our goal is to always offer our customers the highest quality customer support and, judging by your review, we have fallen short of our high standards. If you choose to allow us to show you how important you are to us, we kindly ask that you please email appsupport@iherb.com and include further details regarding the aforementioned issues.
We look forward to helping you and showing you why millions of customers choose to shop with us daily for their healthy lifestyle demands!
Very poor delivery service and questionable responsibility for delivery and refund.
I ordered a product 2 months ago and it had to reach me around 1,5 months ago. It just never reached me, according to the tracking information and iherbs support it was at my post office. After a long investigation they found out it was lost/sent back. Then they were considering the refund for almost a week without result- until I contacted them and insisted on considering my refund application. The price for the order was almost 50 euro.
+never got response to my emails (sent 3 of them)
+have a lot of technical problems with their customer support chat
+the customer support team gives confusing and wrong information as if they don't have the actual information at all
SO far I haven't received my money back, lost A LOT OF TIME AND EFFORT
So, if I was not that active I guess they just leave it as it is.
I hope they will just make the refund sooner or later.
Dear Valued Customer,
We regret to hear of this incident and would love to look into this further. In order for us to do so, we kindly request that you please email appsupport@iherb.com and include the order number of concern. Once we receive this, we can look further into this claim.
Based on the feedback provided here, we do not refund orders until we receive them back, if the post office did indeed send them back to us. However, if the tracking update says the order is on its way back to us we will gladly move forward with a refund so you don't have to wait extensive amounts of time.
We look forward to receiving your email so we can provide a speedy and accurate resolution to this incident. Regardless, we are sorry this has occurred and can't wait to show you why millions of customers around the world choose to shop with iHerb daily for all of their healthy lifestyle demands!
I ordered two supplements from this company and both items did not have a protective seal. I requested a refund because both products were defective. They declined my refund request. I sent them photos they requested and I have not heard from them regarding my refund. I have put a dispute with my bank. Don't buy anything from there unless you don't care if you receive defective items. I will never buy anything from their site again.
Dear Valued Customer,
We regret to hear of this instance as this is not what we want our cherished customers to experience. We would like to look into this matter further and offer a resolution. In order for us to do so, we kindly ask that you please email appsupport@iherb.com and include the order number of concern as well as photos of the damaged products. Once received, we will be better able to assist you.
We are looking forward to showing you just how great our customer support can be!
Check iHerb Order Number: ******* | Order Date: January 30 2020
Tracking code SEU*******065
I ordered from iHerb and received the usual emails about the order. A few days later, I received an email stating that my order had been delivered to my front door, but I haven't received it until now.
Can anyone help me?
Dear Valued Customer,
We apologize for this incident as we wish customers never had to go through such an inconvenience. We have moved forward with providing a one-time courtesy refund for this order to the account associated with the order payment. Please be advised, as this is a one-time courtesy on our part due to this unfortunate incident, we recommend choosing a different carrier for future orders as, if this same carrier loses another order, no claims will be honored. We kindly ask that you allow 5-7 business days for this transaction to process. We also want you to know that this feedback you provided is extremely valuable because we track every carriers performance to make sure they live up to our high-standards of performance. This unfortunate incident will be utilized for such purposes.
If you should have any further questions or concerns, please do not hesitate to contact us at appsupport@iherb.com. It has been a pleasure helping you and, again, we are so sorry for this incident. We wish you and your loved ones the best of health!
HERE"S THEIR STANDARD REPLY: "Also, we require phone numbers (AND THEY REFUSE HOME NUMBERS, WHY? PERHAPS THEY WANT TO TEXT YOU AND HAVE OTHER COMPANIES TEXT YOU? THIS REPLY IS A ROUSE, ITS BULL CRAP! EMAIL HARVESTING, CELL PHONE HARVEST, $$$$$$$, THEY WANT TO USE YOUR INFORMATION-DO NOT DO BUSINESS WITH THEM! THEY LIE, CS is BULL TO THEM] in case we need to contact the customer for any reason. We assure you and every other customer that iHerb in no way uses phone numbers for unethical purposes. [WHY DON'T THEY WANT HOME NUMBERS? WHY NOT, THEY REFUSE BUSINESS TO HOME NUMBERS... they ONLY WANT CELLS] IHerb is not in the scam business [CUSTOMERS, YOU BE THE JUDGE OF WHETHER THEY ARE A "SCAM BUSINESS" ----LOOK AT THEIR REVIEWS?] and we cherish our customers greatly, which is why millions of customers (LOL) around the world choose to shop with us daily for their healthy lifestyle needs. We hope this has cleared up some of your concerns and we wish you the best of health! [NO, IT HASN'T YOU DENIED A SENIOR CITIZEN YOUR SERVICES BECAUSE I DID NOT HAVE A CELL PHONE AND YOU REFUSED TO ACCEPT A LANDLINE--elder abuse, exploitation are not good BUSINESS TOOLS, your star rating SHOULD BE LOWER, STAY AWAY FROM iHERB, something unscrupulous is going on here.]
Dear Valued Customer,
While we understand that a lot of companies don't require phone numbers in order to purchase products, iHerb adheres to GDPR standards which are the strictest in the world regarding customer security. We require phone numbers because cyber criminals can create multiple fake emails but rarely can they have more than one phone number. We are unable to reveal anything else as to why our security guidelines require this due to the fact that such guidelines deter fraudulent activity quite well.
Also, we require phone numbers in case we need to contact the customer for any reason. We assure you and every other customer that iHerb in no way uses phone numbers for unethical purposes. IHerb is not in the scam business and we cherish our customers greatly, which is why millions of customers around the world choose to shop with us daily for their healthy lifestyle needs. We hope this has cleared up some of your concerns and we wish you the best of health!
They mislead me on their website, not saying what the currency was because I went to their New Zealand version of their website so naturally expected it to be in NZD dollars. At no point did it say they would charge me in USD, right through the ordering process, even the confirmation email I received.
I only found out they had charged me in a different currency when I saw my bank statement and saw they had charged me over $50 more than what they said.
I told them about it straight away, they said it's my fault as I could have changed the currency settings, but I later discovered that on their mobile version of their website, it's hidden away not in an obvious place. I told them this, and told them I went to the NZ version of their website specifically so I'd pay in NZD.
I asked to return the products as they ended up being way more expensive than I expected, but they refused to refund me.
Appalling and misleading, stay away from them!
Dear Valued Customer,
This is the last kind of experience we want our valued customers to have and we apologize for this. However, the currency on both our mobile App and our desktop website changes automatically when the destination country is selected. We have verified this to make sure it is still working properly after reading this review. We also want to apologize for any poor customer support you received from our agents as this is not acceptable nor did such support live up to our company standards.
We would love an opportunity to make this up to you and ask that you please contact appsupport@iherb.com and include the order number of concern. Once we have received this information we will be better equipped to give you the level of support you deserve. We look forward to hearing from you soon!
I ordered from iHerb and got the usual emails about the order. A few days later I received an email that my order had been delivered to my front door. There was no order delivered. After spending multiple days on email with their customer service I was told that the order was delivered correctly and that I should check with the neighbors in my very suburban neighborhood. This is the most ridiculous response and at best is covering up for total incompetence or intentional fraud.
Dear Valued Customer,
Feedback like this from our customers always breaks our hearts! This is not at all what we desire for our customers to experience and we would like to look into this matter further. We kindly ask that you please email appsupport@iherb.com and include the order number of concern. Once we receive this information we will examine this incident diligently with the goal of providing a proper resolution. We sincerely apologize for the poor level of customer support you received and would love another chance to show you just how great iHerb support can be. We are waiting for your contact!
I wasted over an hour try try to order what I have from other vitamin websites. But iherb managed to be the VERY Worst waste of time.
Dear Valued Customer,
We regret to hear of this poor experience and would like to learn more about this situation as no customer should waste such time trying to successfully place an order. If you are willing, we kindly ask for you to contact appsupport@iherb.com and include your account email, as well as, further details about this incident. Such feedback is valuable as it will allow us to improve our overall customer experience.
We would love an opportunity to make this up to you and to show you why millions of customers around the world choose to shop with iHerb daily for all of their healthy lifestyle demands. We hope you decide to contact us so we can give you the customer support you deserve.
Would not accept either of my credit cards, which I know are good.
So I used paypal, then iherb would not let me ship to a different address, then the order never did charge my paypal credit card even though I got email from iherb saying order confirmed and that they will tell me when it ships. First response from customer support was no help. Ive sent three more emails and customer support no longer responds.
I will not try them again.
Dear Valued Customer,
We are sorry such a horrible experience occurred when you tried to shop with us. We want to make this up to you and to look into this situation further. We were also experiencing technical issues with PayPal around this time which may have contributed to this situation. We sincerely apologize as we want every customer to always have an amazing experience when shopping with iHerb for all of their healthy lifestyle demands.
If you wouldn't mind doing so, we kindly ask that you please reach out to us at appsupport@iherb.com. When doing so, please include your account email and the order number of concern. Once we receive this information we would love resolving this matter and giving you a better quality customer support experience than previously provided. Such poor customer support is not acceptable and we obviously fell short of what you deserve.
We hope you decide to reach out to us soon and wish you and your loved ones the best of health!
Never buy anything from Iherbs! They deceive you with the price of the products! Instead of 42 I ended up with having to pay 77 (which I refused to pay by the way and as a result I didn't reveive anything though I had paid 48 before). It turns out that the company is unaware of extra services that customs may charge you! Very inconsiderate of them! Dont recommend the website to anyone!
Dear Valued Customer,
We are sorry to hear that such customs duties and fees were applied to your order. IHerb is well aware such charges may apply to customers outside of the United States and we have several ways in which we communicate this to our customers during the shopping experience. While improvement in communication is always an ongoing process, which we constantly undertake, below are just some of the ways in which we communicate such fees may apply throughout the shopping experience.
While choosing the shipping destination, language setting, and currency the available shipping methods are displayed. Beneath them is a highlighted, in blue, link which informs customers that duties and taxes will be charged based on the destination country and delivery method chosen. This information, for example, can be found at the below link for Great Britain:
http://uk.iherb.com/shipping/gb.
Also, while looking at the shipping information on the cart page and during checkout, each option will state beneath it in bold yellow lettering that either 'Duties & Taxes not included' or 'Duties & Taxes Included'. In addition, on the order summary page prior to proceeding to checkout, Duties & Taxes are either displayed as included in the shipping method if one is available for the country or, if other methods are chosen, it clearly states 'Duties & Taxes may be collected upon delivery'.
We assure you that such charges are made clear during the whole shopping experience and we even provide links to local customs information if customers have further concerns. We assure you that we are not in the fraud business and millions of customers around the world choose to shop with us daily for their healthy lifestyle demands.
However, despite all this, if we haven't already done so, we would love to remedy this situation as a courtesy on our part. In order for us to do so, we ask that you please contact appsupport@iherb.com and include the order number of concern and any further details we may need to know to offer you a customer support experience you deserve. We hope to hear from you soon and are excited to show you how much we value our customers!
Fake items masquerading as originals. Fake fake fake. I have the original versions from the sunpotion website to check. Items arrived NO SEAL. NO CUSTOMS OPENED LETTER. MISSING HALF THE CONTENT. DIFFERENT SMELL AND TEXTURE.
Au. Iherb product significantly different from original manufacture sunpotion.com
1. Missing powder, almost up to 1/3 in CORDYCEPS, Missing powder 1/5 in ASHGAWANDA product. They think this is OK?
2. No customs opened letter. Customs did not remove the inner seals.
3. No inner seals on ANY of the 3 products from au. Iherb. All originals from sunpotion contain seals. Again they claim this is OK.
4. Significantly different texture and smell compared to original in SHEA BUTTER product. Trying to claim there is a difference in manufacture, when I have the original from sunpotion.com to compare.
5. Text differences on bottle compared to original products. Bold and blurred lettering. Indicating imitation product. Again they don't address this. Very obvious sign of fake / imitation product.
6. Cheap knock off materials and powders claiming to be original when it is fake in order to dupe customers and make a profit.
7. Company ignored almost every point they couldn't refute, and tried to claim they wouldn't sell fakes, and that was it. Did not address, seals, missing powder, differences in product, or bad lettering and text on their labels.
See attached pictures: https://imgur.com/a/cectKEm
DO NOT ORDER FROM THIS COMPANY UNLESS YOU WANT TO RECEIVE FAKE PRODUCTS.
I ordered items in November. No items turned up (the tracking number is fake) I've tried to contact their customer service a number of times to no response. Awful company. Look elsewhere
Dear Valued Customer,
We are so sorry to hear about this horrible experience and the poor information that may have been provided by customer support. We are going to address these valid issues below.
Regarding the tracking number, iHerb does not provide fake tracking numbers, as claimed above, as doing so would be highly unethical and we would be shut down for violating the law. However, we understand how you may have thought that since the proper accurate information was not provided.
The reason the tracking information was not updated after it arrived in the destination country is because the order was likely confiscated by customs and they may have failed to inform you of such actions. The reason for this is the order contained several Melatonin products which are banned for importation into Great Britain. Please understand that such bans on products are beyond the control of iHerb and such prohibitions only serve to hurt the residents of such countries. We always recommend contacting your local customs office to voice your concerns over such laws. Customs information can be found by following the highlighted blue link located beneath 'Your Shipping Destination' settings of the page. We have included the link here for you to review: https://uk.iherb.com/shipping/gb
However, we apologize that no agent informed you of this as they should have. We have also already provided a full refund for this order shortly after you contacted us regarding your concern. We also refunded shipping fees today which should have been included in the original refund. We hope this information has helped to inform you of such laws imposed on foreign businesses in Great Britain. We also hope this detailed response and the refund granted has shown you how much we do care about every issue a customer encounters.
We wish you and your loved ones the best of health!
It used to be a good and decent company. Now, they changed owners, and they simply don't care about costumers. I ordered some items and had problems so i sent them back, but iHerb doesn't want them back and they literraly responded me that they are not accepting the package back and WILL NOT REFUND ME. WORST COMPANY, STAY AWAY FROM THEM.
Dear Valued Customer,
We would like to look further into this issue and provide a detailed, proper resolution. The feedback above always hurts as we do sincerely care about our customers around the world who depend on us to supply them health beneficial products. In order for us to further assist you, we kindly ask that you please contact appsupport@iherb.com and include your account email and well as the order number of concern. We will gladly look into this incident further once received and offer you a customer support experience which sets us apart from the competition.
We hope you reach out to us as we would love to show you how we appreciate every customer!
DONT BUY FROM THEM, YOU WILL BE LANDED WITH A HUGE IMPORT DUTY FEE, SOMETIMES AS MUCH AS THE ORDER, THEY USE DHL, SO YOU END UP PAYING VAT, IMPORT DUTY AND DHL CLEARANCE FEES, IF THEY WERE AT ALL INTELEGENT THEY WOULD USE THE POST, BUT HAVE NO FEAR THIS COMPANY HAS ZERO ABILITY TO READ REVIEWS, THEY JUST DONT CARE.,. NEVER AGAIN
Dear Valued Customer,
We are sorry to hear that such customs duties and fees were applied to your order. IHerb is well aware such charges may apply to customers outside of the United States and we have several ways in which we communicate this to our customers during the shopping experience. While improvement in communication is always an ongoing process, which we constantly undertake, below are just some of the ways in which we communicate such fees may apply throughout the shopping experience.
While choosing the shipping destination, language setting, and currency the available shipping methods are displayed. Beneath them is a highlighted, in blue, link which informs customers that duties and taxes will be charged based on the destination country and delivery method chosen. This information, for example, can be found at the below link for Great Britain:
http://uk.iherb.com/shipping/gb.
Also, while looking at the shipping information on the cart page and during checkout, each option will state beneath it in bold yellow lettering that either 'Duties & Taxes not included' or 'Duties & Taxes Included'. In addition, on the order summary page prior to proceeding to checkout, Duties & Taxes are either displayed as included in the shipping method if one is available for the country or, if other methods are chosen, it clearly states 'Duties & Taxes may be collected upon delivery'.
We assure you that such charges are made clear during the whole shopping experience and we even provide links to local customs information if customers have further concerns.
However, despite all this, if we haven't already done so, we would love to remedy this situation as a courtesy on our part. In order for us to do so, we ask that you please contact appsupport@iherb.com and include the order number of concern and any further details we may need to know to offer you a customer support experience you deserve. We hope to hear from you soon and are excited to show you how much we value our customers!
I used this site for over a decade and ordered thousands of dollars in products. This December, I learned that Iherb let someone set up a duplicate account using my same email address (without notifying me or without any security double check) and allowed that fake account to ship to an unknown person. All I got was a notice saying my order (which was fraudulent) was on it's way. When I notified Iherb via email, they suspended my account and are refusing to allow me to have any account that uses my email address. They basically said "too bad." They failed to put in place any of the routine alerts or double checks for changes or duplications of accounts that could help prevent fraud. Beware if your account gets hacked because of their poor security, you are screwed.
Dear Valued Customer,
We apologize that this incident occurred and for any lack of quality customer support you may have received.
Your account was compromised and, because iHerb considers protecting our valued customers personal information to be of the highest concern, the account was deactivated. For this reason, we would not allow an account to be created with the same email because that email was already compromised for reasons unknown. We could not send a simple reset password email to the email registered, as obviously, the whole account was compromised and concerns over the security of the email overrode any concerns for convenience. We recommend you deactivate that email and no longer use it for anything yourself as it is very likely compromised in some way. We are sure customers around the world understand the seriousness of compromised accounts and appreciate our thorough security measures.
IHerb strictly adheres to GDPR guidelines which, although not required, are the strictest in the world regarding the protection of customer information. Resolving account security concerns, such as what you have experienced, may take more time and strenuous adherence to protocols which many companies choose not to abide by. We hope you understand this and we apologize if such information was not previously communicated to you.
We are sorry this occurred and that criminals are constantly trying to victimize others by committing cyber crimes. However, we are sure every customer, once understood, will appreciate how serious we take such occurrences and, although resolving these issues may require inconveniences, we must adhere to the strictest standards in the world for customer safety.
We wish you and your loved ones the best of health!
Don't use this company! Twice they lied about shipping goods to Switzerland. Even provided me with a fake tracking number which the SwissPost confirmed it never existed! Only good at stealing your money! The chat option with the CS department I'm sure it is a robot as when asked things they give you the same exact answers even typed the same way! Beware!
IHerb has removed my honest product feedback regarding one of the products they sell (Source Naturals, DLPA). I purchased these pills from them and described problems with my veins after taking those pills. My review has been removed from their website. They changed their explanation every time I asked them why they did it.
This company wouldn't allow me to post an honest opinion of one of their products they sell because they claim it violates their terms of giving medical advice. All I did was share that one of the ingredients in the bottle can cause internal bleeding which is what happened to me. Their website gave no warning this could happen and neither does the bottle. Seems they care about making money than being truthful with people. I will never do business with them again.
THEY CANCELED FIVE ORDERS FROM FIVE DIFFERENT ACCOUNTS. PHONY COMPANY. THEY WILL BE REPORTED. CUSTOMER SERVICE TOLD ME FIVE TIMES THAT "I'VE BEEN SENT TO THE AUTHORIZATION DEPT". BUNCH OF BULL!
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,
This is an interesting claim and something we would definitely want to look into more. This is something we do not do at iHerb so such a claim is startling. We ask that you please email us at appsupport@iherb.com so we can look into these claims and provide you with detailed feedback as to why this error or action has occurred. We look forward to receiving your email because such drastic claims is something we do not endorse.