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iHerb has a rating of 1.36 stars from 1,040 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about iHerb most frequently mention customer service, credit card, and phone number problems. iHerb ranks 578th among Vitamins & Supplements sites.
This company responds to reviews on average within 2 days
I had a great experience with the company. They were quick to respond and delivered items quickly. I've never had any issues with them.
Please be careful for I went through the worst experience i ever received in mywholelife, the costumer service treated me so bad, the Ups delivered Iherb package damaged and left a notification for the Iherb but the Iherb costumer service didn't care, tried to reason with them on chat room for 4 hours but they continued by saying they don't care to solve it, as simple as calling UPS. The Iherb is scam, and is so terrible 😫 a real nightmare
I've had two separate issues with iHerb, neither of which was resolved.
Once, I ordered a package with oils which supposedly were damaged during delivery and the package was sent back to the carrier (iHerb). Ive written to them twice to ask about a refund or whether the damaged products would be resent to me. No answer.
Recently, I ordered a product I can't find anywhere else online (if I could from another seller…I would) and there is no transaction record anywhere. I closed the confirmation page and went on with my day. Weeks passed and it still have not received my product so I checked my e-mail to see if it had shipped, only to realize then I haven't received a confirmation e-mail or anything. Checked my bank statements and I have been charged for the product.
Anyway, he very careful and tread lightly.
I've been a happy customer of iHERBs oderring from Singapore. The products are usually good, Recently, there were severa 20% sales and I made several bulk orders thinking that i was making a savings. However, I was very very dismayed to find out that the sales were all but fake. Prices were jacked up and we ended up paying for more than the original price. Now, there is no sales on and I happened to log on to get a few items I needed, To my shock, I found that something I ordered on sales at 27.90 is now selling at 19,00 without sales. I checked every item on my list and lo and behold, the story was the same. So, at 23% discount, I actually ended up paying more than I would have paid if I bought during a non sales period.
I have been a long time customer of iHerbs and this is just so disappointing. I urge iHerbs to provide a public explanation for this. This type of dishonesty is disheartening. So
BUYERS BEWARE!
Tip for consumers:
check the pricing carefully
Products used:
dishonest promotion
Dear Valued Customer,
We appreciate you reaching out to us regarding pricing. We do our best to price products as low as possible and to provide the best overall value to our customers around the world. Prices change all the time, not because of us wanting to make more money, but due to simple business metrics such as market pricing, supplier costs, shipping costs, etc. Any increase in item costs and we typically try our best to provide free shipping and other discounts to offset such costs to our customers, as you noticed with the most recent promotion.
If you ever have any further concerns about product pricing, please don't hesitate to contact us so we may help you. We wish you the best of health and thank you for shopping with us.
I ordered products. Got an email to get "verification code" from credit card. I called my credit card. They said it already had been approved and paid. TODAY THEY CANCELED MY ORDER. There is no way to contact them directly other than write this review. BE FOREWARNED! THERE IS A PROBLEM CONTACTING AND GETTING PRODUCTS FROM THIS COMPANY!
Dear Valued Customer,
We apologize for this and would like to address any confusion. We ask for such information to prevent customers from becoming the victims of cyber crime. This information, regardless if the order has been accepted and funds are pending, needs to be provided to us prior to orders being released. Customers typically have 48 hours to provide this information and the transaction code should have been provided by the financial institution. As it was not, the order was cancelled and all pending transactions were returned to the account associated with order payment. Although this may be inconvenient at times, this process has prevented thousands of customers from becoming the victims of cyber crime. We appreciate your understanding regarding this.
Should you have any further questions or concerns, please do not hesitate to contact our Customer Support Team.
I purchased white stevia powder thinking that it did NOT have any added ingredients in it. When I read the label the 1st ingredient said Maltodextrin! It is bad for you and elevates blood sugar which is what I'm trying Not to do! Can't believe companies RUIN a perfectly healthy ingredient like stevia with garbage! I ope.ned it so it's too late to send it back now,besides shipping would eat up my refund. Glad I didn't pay full price.
Products used:
None
Dear Valued Customer,
We are sorry to hear that you were unhappy with the product you purchased. Ingredients for each product are listed on every product page and can also be viewed by hovering your mouse/finger over the product image. While this product may not have been a right fit for your needs, it may be a perfect product for someone else. Regardless, may you please provide the order number in a direct message to us on SiteJabber? Once received, we should be able to take care of you.
We are standing by to help and hope to hear from you soon.
Order #*******
I ordered 2 x turmeric powder for my mom who's sick and I saw there's free shipping for orders over $59. So I added more items before checking out.
Then A FEW HOURS LATER they email me that it's been shipped WITHOUT the turmeric because it's out of stock. So I email them that the turmeric is still up for purchase on the website and they reply that it's NOW back in stock and I can re-order it, but now I have to pay more for postage. And it's just been a few hours since I'd first placed my order.
Their replies don't make any sense and each email is sent from a different attendant.
The site said my package was delivered. I didn't get it. I can't figure out how to talk to an actual employee. The refund options don't include package wasn't delivered. Can't get help. No vitamins and they still have my money. Not at all pleased. They should get customer service or shut the doors.
Dear Valued Customer,
We are sorry to hear of the issues mentioned in your review. We do have Customer Support, however. We offer a 24/7 Virtual Assistant that can answer common questions, as well as, live chat support during the available posted hours and 24/7 email support. Regardless, we want to help but need the order number in order to assist you further. May you please directly message us with the order number? If more comfortable doing so, you may go to our Customer Support page and select 'Write a message'. After submitting this ticket, an agent ca assist you further.
We are standing by to help and hope to hear from you soon.
I have used iHerb many times with no issues until recently. My product was not delivered. The courier had come to the house but no card was left nor did they call. I received notification by email that ended up in junk. By the time I contacted them the product was back in the US. iHerb are near impossible to contact. They said to contact the courier, the courier said to contact iherb as they didn't have the product. $100 down the toilet - not very happy
Products used:
Vitamin K
Dear Valued Customer,
We are sorry to hear this and we want to help. However, without the order number we are unable to do so. May you please provide that in a direct message to us here or by contacting our Customer Support team? To contact our Customer Support team, simply go to our Customer Service page a select 'Write a message'. Complete the form and submit it. After doing so, in a few short hours an agent will respond.
We are standing by to help and hope to hear from you soon.
I think not! It's not illiteracy - they know how to write, but arrogantly choose not to! I cornered iherb with the truth: why charge me $45.00 for postage when your competitor (Return to Health) is charging $4.00 for exactly the same item? Well of course I purchased from the competitor - and kindly gave iherb feedback which they obviously did not appreciate. Had they replied, I would not be writing a one star review!
UPDATE: Ok, that is accepted (I've gone up to 2-stars now). Further feedback is the shipping is to Australia - and you have a warehouse in Australia. The competitor shipped from New Zealand.
Further, why aren't Customer Care responding to emails?
Tip for consumers:
Don't bother!
Products used:
The competitors!
Dear Valued Customer,
We negotiate routinely for the best item and shipping prices. Where were you hoping to ship to? The more information we know, the better we are able to address any opportunities for improvement. We are glad you were able to get the item you wanted and hope to hear back from you soon!
UPDATE
Dear Valued Customer,
Thank you for getting back to us and updating your review. So we do offer free shipping to Australia with our Global Air with Tracking option. To use this shipping method, order subtotals must exceed AU$70.00. An order's subtotal is the value of the order after all discounts have been applied. We also offer flat rate AU$15.00 with the PO Box or Parcel Locker Address option. Both options also have duties and taxes included so that customers aren't hit with an additional bill prior to the order being delivered. We do also offer DHL but the price for shipping with that option may vary based on specific order details.
We do not have a fulfilment center in Australia as most of our fulfilment centers are located in the United States and Hong Kong.
Regarding response times from our Customer Support department, due to a large volume of requests, response times may be taking longer than usual. Also, submitting multiple support tickets makes a contact harder to resolve and may reset the support request.
We hope we have helped and, should you have other questions, please don't hesitate to let us know!
I've ordered at least 3 times from other. The first two times were mildly unsatisfying. There was no lid on one of the products, and there were small holes punched in the safety seal. The second time there were also small holes in the safety seal. I didn't take the time to complain to other on those occasions. The third time I ordered, the lid was off, the safety seal was loose, and there was collagen powder all over the inside of the box it was shipped in. I've opened two tickets with iherb to let them know, and still have no response from them. There is no customer service by telephone, and the live chat is not functioning either. I'm very unsatisfied, and will never order from iherb again. I'd give less than a one star review if that was possible.
Products used:
Multi Collagen
Dear Valued Customer,
We regret to hear of this and understand the frustration this must cause. We would love to expedite this matter to resolve it as quickly as possible. However, in order for us to do so, we need the order number to reference. May you please provide that in an updated version of this review? Once received, we will gladly look into this further in an attempt to help.
We are standing by to assist you further and hope to hear from you soon.
Order never came in. Ostensibly there was an attempted and failed delivery, but instead of trying again at a later date like normal people, their carriers will return it back to sender.
However, I'll give 2 stars as I was promptly refunded following this incident (I had to put in a request, it was not done automatically).
Dear Valued Customer,
We regret to hear of this. Some carriers, depending on the country and region, will make one attempt and then require customers to pick the order up from them. However, we would love a chance to look into this further. For us to do so, we kindly request that you please provide the order number associated with this incident. Once provided, we can promptly investigate the matter to see what occurred on the carrier's side. We hope to hear from you soon so we can show you how much we care.
The worst ever shipping experience with my order. No information on the shipper website.
Waste of time and energy.
Dear Valued Customer,
We regret to hear of this and would like to know more. May you please provide the order number so we may do so? We hope to hear from you soon.
Their no name brands are totally garbage, don't waste your money, placebo pills, garbage, I bought Melatonin Natrol, 10 mg, I took two pills, no effect and tested it three times.
Products used:
Natrol Melatonin
Dear Valued Customer,
All of our house brands are of the highest quality and verified tested by third party labs. However, not every product is right for everyone and we would be glad to refund you the cost if you found that the product was not effective for you. We would be happy to do so but we would need an order number to reference. If you kindly update your review to include this information we would be happy to expedite the process and ensure your refund is provided as quick as possible.
We value your feedback and are looking forward to helping you.
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!
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!
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.
The online shopping experience absolutely sucks.
I can't log into my existing account, nor can I create a new account because the verification code doesn't arrive before it times out. Then after hitting "resend" a third time, I'm told to contact customer service.
No thanks, I'll take my business elsewhere while iHerb's website remains in the year 2000.
Tip for consumers:
Go elsewhere.
Products used:
I couldn't make a purchase, they lost my business.
Dear Valued Customer,
We apologize for this experience. There was a recent update to our app and site that may have impacted the login experience in a negative way. We are aware of the issues and working on resolving them immediately. The code may have never arrived for a number of reasons. We would love to look into this further in order to help you and make up for this incident. However, in order for us to do so, we require either a past order number, an email associated with the account, the phone number associated with the account, etc. In order for you to provide this to use, we ask that you contact Customer Support. Again, we know this is an inconvenience but we believe we can help in this matter.
We hope to hear from you soon and are standing by to assist you.
I've been a loyal customer for awhile now up until recently. I ship to KSA and get my products in a reasonable time frame. However, they just lowered S&H rates, which is great, until they tried to rip me off by $20. When I go to checkout they hike the product value and remove any quantity discounts or other product discounts. It's such a shame that they now price discriminate based upon destination.
I have been buying from them for years and was SHOCKED to see that after I filled my cart and THEN logged in, I saw items that were "in stock" and "available" suddenly go "out of stock," and worse, I had some supplements increase in price 45%!
Tip for consumers:
Make sure you check the prices for USA before you send overseas so you don't get ripped off.
Products used:
I didn't order, since I was angry at the pricing.
Dear Valued Customer,
Unfortunately, prices are varied based on market factors and other economic influences which are beyond our control such as shipping rates, etc. However, we will continue to focus on providing the best value to our customers around the world. We wish you nothing but the best of health.
I am Canadian. I logged on the Canadian platform (ca. I herb.com) and prices are Canadian dollars. For the second time in a row I was surprised by UPS asking me to pay very hefty duties before delivery. That's it for me I WILL NEVER ORDER FROM THEM AGAIN. I am sick and tired of these expensive unpredictable expenses. No more... unless you solve this big problem once and for all.
Tip for consumers:
Avoid if you are Canadian.
Products used:
Vitamins
Dear Valued Customer,
We regret to hear of you being asked to pay additional charges by UPS. We state below each carrier in bold colored lettering if additional charges may or may not be required. For our customers in Canada, we offer DHL Express and Landmark Global, both of which are DPD (Duties & Taxes included) to avoid this issue. UPS is the only carrier we offer for Canada which may ask for such fees. We recommend using DHL Express or Landmark Global to avoid this in the future. We hope we have helped and if you have any other questions or concerns, please contact us through our 24/7 Support center.
I give a 5 for products
I give a 5 for fast delivery
I give a 5 for credits earned
I give a 5 for price
I give a 1 for the website check-out
I ordered 2 Desert Essence Sweet Almond Hand & body lotions and the picture on the site looked exactly like what I have been using for several years. When it arrived, it had similar writing on the tube, but the tube itself was a different colour and it doesn't state that it's organic. I thought maybe they had changed the packaging, but when I opened it and used it, it didn't look the same and didn't smell the same. I love the texture and smell of the product I've been using for years. This feels different and has a slightly unpleasant odour. I feel like I got a knock off. I'm not happy. In the photo I've attached, you can see on the left side the product I have been using for years and what was shown on the website when I ordered. The product on the right is what I received. I'm very disappointed with the bait and switch technique this company employed. My order number is #*******.
Tip for consumers:
Try to find your products somewhere else.
Products used:
Hand and body lotion.
Dear Valued Customer,
We are sorry to hear of this. We source all of our products directly from the manufacturers themselves who may have changed the packaging, as well as, the ingredients for several reasons. On the product page we offer links to the manufacturers website so customers can have any concerns like this addressed directly by them. We see the concern this could cause and, since we retail over 30,000 products, updating images when manufacturing changes occur is a constant task. We would love to look into this more but without an order number provided we are unable to do so. We request that you kindly update the review with an order number so we may look into this further.
We hope we have helped and hope to hear back from you soon.
Our personal and business accounts have had multiple zero-dollar "test" transactions, from this company, and we have never done any kind of business with them. It appears that somebody or some software, using an account based in this company, is "spamming" credit card processors in attempts to locate valid credit cards.
Dear Valued Customer,
We promise you we are not doing any such activity. If you would like, please contact appsupport@iherb.com with documentation for the above claim so we could take a look into this. Also, we strongly recommend contacting your financial institution and discussing this matter with them as they will have access to far more information regarding what you are reporting.
We hope to hear from you soon.
Ordered some items. The arrived one months after the predicted arrival date.
Some products did not have an expiration date and when i contacted them they asked me to send pictures etc. and at the end asked me to contact the manufacturer.
Poor service don't seem to care about their customers
I spent about an hour, trying to place my order. When I tried o check my lists folder, where I kept some ideas in order to place it later, I was kicked off and never were able to login again. I tried different ways, to sigh in, but no luck. Finally I gave up. ANNOYING!
Products used:
None
Dear Valued Customer,
We sincerely apologize for any inconvenience this caused. Our Customer Support team would love to help you through this and are standing by to help should you decide to contact them.
We are standing by to help and hope to hear from you soon.
They do not have the best customer service
There is no phone number to call them. They have an automated chat line that is totally useless. You do not get to speak to a person it is just an automated system.
When you try and login your password doesn't work and they're supposed to send you a temporary code to your email and that never works either. Highly frustrating.
My order is a week late and I have no way of contacting anyone at the company.
After contacting the BBB, I did finally get my order and they didn't charge me so they get another star
Tip for consumers:
Skip this site and shop elsewhere
Dear Valued Customer,
We are sorry for the delay in order delivery. Customers deserve to have their orders delivered on time and we expect our shipping partners to perform to the highest standards. Accordingly, we have moved forward with approving a refund for your order. We kindly request that you please allow 7-10 business days for the refund to finish processing and appear back in the account associated with order payment. Please consider the order complimentary for your troubles should it be delivered at a later date.
Regarding our Customer Service, we do have a 24/7 chatbot, customers may submit a support ticket for an agent to assist with, and we also have live chat support with our trained agents during the posted available hours. To submit a support ticket or live chat with an agent, please sign into your account and ask to do so when talking with our chatbot.
Again, we sincerely apologize for what you experienced. This incident has been shared with the appropriate teams as well. We hope you decide to give us another chance to show you why millions of customers shop with us for their healthy lifestyle demands and we wish you the best of health.
Gain trust and grow your business with customer reviews.
35,000+ top-rated healthy products; with discount shipping, incredible values and customer rewards.
Dear Valued Customer,
We want to help and apologize for what you have mentioned in your review. However, we need the order numbers in order for us to do so. May you please provide that in a direct message to us here on SiteJabber? If more comfortable doing so, you may also contact our Customer Support team who can assist you further.
We are standing by to help and hope to hear from you soon.