My last two orders were mis-shipped because the iHerb decided to ship my new orders to the first shipping address I used, not the new address I entered. #1 - iHerb has NO telephone support. #2 I tried to use the chat service and got a stupid robot that did not understand my inquiry. #3 Finally I got a live person on the chat forum. She was sweet; however, her typing was so slow I could take a nap between texts (not really that slow). #4 The recommended resolution was for me to go into their system and change my address. GEESH, I already did this when I placed the orders! How rude that they could not remedy their own mistake. #5 finally, they agreed to pay a refund. At this point I've been working on this for about an your to try to solve a simple issue. However, when their refund confirmation came across, they initially only refunded for the items and not the shipping charges. After another request to them, they refunded the shipping charges also. This company has a great line up of products. However, due to their awful ordering system and lack of efficient customer support, I must take my business elsewhere.
They took my money and when I told them the parcel wasn't delivered, they did not care. The poor reps on their chat - because they have no phone lines. They tried to help, but their "logistics team" didn't care at all. THIS IS THE WORST COMPANY FOR CUSTOMER SERVICE AND DELIVERY I HAVE EVER DEALT WITH!
I NEED A FULL REFUND OF MY ORDER. WHY WOULD IHERB ALLOW YOU TO PURCHASE SUPPLEMENTS THAT ARE NOT IN STOCK THAT IS FALSE ADVERTISEMENT. I TRIPLE CHECKED EVERY SINGLE ITEM IN MY ORDER AND IT SAID EACH AND EVERYONE WAS IN STOCK. AS SOON AS I PLACE MY ORDER ALL OF SUDDEN MY RAW HONEY AND EXTRACT ARE NOT IN STOCK. THIS WHY I DO NOT BUY FROM VITACOST THEY PULL THIS CON GAME. PLUS ON TOP OF IT I PAID FOR NEXT DAY AIR EXPEDITED FOR MY ORDER TO COME TOMORROW MORNING NOW CROOKED IHERB SAYS IT WILL NOT SHOW UP ON TIME BUT WILL BE VERY LATE. I PAID FOR TO IT ARRIVE ON FRIDAY 6/27/2014 NOW IT WILL DELIVERED ON MONDAY 6/*******.
My first order went well with them - fast shipping, promo, loyalty credit, good prices.
My second order - nope. Ordered and got a promo as well as a discount for buying bulk. The prices were much better that way, but it seems iHerb did not want to sell them for that. I got an order confirmation stating my order was getting ready to ship, then three days later an email stating my order was canceled because I had not paid.
The website does not allow one to enter an order without a payment entered. Furthermore, my credit card showed a pending payment to iHerb right away when I placed the order, and still shows as pending even after they canceled my order for non-payment. My bank confirmed they are waiting in iHerb to complete the transaction on their end.
I logged into iHerb to try to place again - the order price almost doubled! No promo (it expired) and no more bulk discount. I tried to place a new order - sure enough - the price for the bulk discount went from a savings of $20/bottle down to $7/bottle since I placed it.
They do not honor prices and apparently jack them up at a moment's notice. Despite my order being canceled due to a "payment issue", it is still showing pending at my bank, and I cannot remove it. They have been notified that the vendor canceled my order; they also told me they see a lot of issues like this with iHerb.
Very angry with IHERB. I had £16 taxes to pay. As far as I knew I was ordering from a Uk site. I have ordered before and had no payment.
Will not use them again
I'm always happy with ordering from iHerb. Always a fast delivery & so far, they have never messed up my order in any way. As I said, I couldn't be happier doing business with iHerb.
I ordered my purchase in good faith and paid the postage and packing. It was delivered 10 minutes ago an I was told I had to pay £16 import tax on it.
Nowhere at all did it say when offering that this is the case. This is an underhanded tactic and a disgrace. My advice to anyone is AVOID THIS COMPANY AT ALL COSTS!
I ordered this probiotic recently. It states on product packaging " KEEP REFRIGERATED" but product DID NOT come in a cool pack & travelled from California to my home in Ontario, Canada!
By then the probiotic will have lost its potency & be useless to me.
So I asked for a refund. In the initial email from the company they said they did NOT ship any product that needed refrigeration although of course in this case they did!
After 2 emails from them indicating they were reviewing the case I was DECLINED a refund!
I ended up going to my local natural good store and buying another probiotic which was kept in a fridge!
DO NOT buy probiotics from these people and I would further say, do not bother to buy anything from them.
There are other ways to buy probiotics - they ALWAYS NEED to be REFRIGERATED as they are alive and will start to grow in certain warm humid conditions, so buy LOCALLY and ensure they are refrigerated!
I will NEVER buy from these idiots again!
Dear Valued Customer,
We never want anyone to have any negative experience while shopping with us. So we may expedite this matter, may you please provide your order number? Once provided, we will make sure to review everything to ensure any decision made was the appropriate one. Our aim is to help you and we hope to hear back from you soon.
I couldn't find anywhere on their website that I would be charged an extra £15 for VAT and DHL delivery, therefore, I won't be purchasing from IHerb again. To add to my annoyance, DHL have had my purchase for 3 weeks and I still haven't received it. They said they have tried to deliver 3 times, but I had no notification that they had tried to do so. They wouldn't leave my package in the secure place I specify on a note on my front door - every other company leaves packages, but not DHL without, I discovered after phoning them, a signed note giving the waybill number. It would have been so much cheaper and quicker to have purchased from Amazon!
Just dont use these people. It shows postage of £6 odd to get here, and then DHL charge you £21 for importation charges... I just wonder if I shouldn't take these up with Customs and Excise to see if they have indeed charged this amount or if it's DHL adding to their delivery charges from this end.
So BEWARE OF HIDDEN CHARGES AND BUY LOCAL.
Ordered some life Flo magnesium for my mom and some magnesium soap. Paid for it on my debit card. Estimated delivery was may 17th -18th. Ordered it on the 11th of May. My mom said she never got it on the 20th. I email them and ask them why. They said it's bc the zip code doesnt match the shipping address. I went to my archived emails to check the shipping info i gave them and it was all correct. I emailed them again 2 days ago and told them if there's a problem shipping it I want my money back. Haven't heard a thing. Their site doesn't even recognize my email when I try to log in, even though I have archived msgs if the order number, my email and everything. Guess I've lost 27 00. Won't ever order with them again. Never have had such an awful online ordering experience...
Took my money and never delivered and never responded... they must be a scam... do not enter your details on their website... they will steal your money... SCAM ALERT!
Dear Valued Customer,
We are sorry to hear that the carrier had issues delivering your order. After looking into the account associated with the order number provided, we have already provided you a refund in full for this order. We know the great frustration that results from a failed order delivery and sincerely apologize. We monitor all carriers to ensure our performance expectations are met and will continue to do so. This is an extremely rare event and, once again, is not something we want any customer of ours to go through.
We hope the expedited refund has shown how much we value your business and that you decide to give us another chance to show you why millions of customers from around the world decide to shop with us on a monthly basis. Please allow 10-15 business days for the refund to finish processing and to appear in the financial account associated with order payment.
We wish you and your loved ones nothing but the best of health.
The organic products I reveived were exactly what I wanted. Excellent and fast service. Only wish that I knew about Iherb sooner, but i am saving money now! Thank you!
Hi iHerb customers, be carefully of all the extra fees charged by iHerb and the DHL delivery, the price seems a good deal but at the end it is more expensive than all the other website with a very poor customer experience and very time consuming
I just received a fully destroyed package and when i asked them to refund me, they wanted me to send back the package which is cost me the package price
Dear Kamal,
We apologize for this inconvenience and want to help. However, we need the order number in order for us to do so. May you please provide that? Once provided, we will be able to expedite this matter in a further effort to take care of you.
We are standing by to help and hope to hear from you soon.
I have been shopping for years at this place! This year they claimed to have shipped my package and I never got it. They claimed it came back to their storage unit and refused to give me a full refund! After that, they THREATENED me and decided to take ALL OF MY MONEY!
STAY AWAY THEY ARE NOT SENDING PACKAGES AND THEN THEY DO NOT REFUND YOU!
BE CAREFUL THEY ARE A SCAM AND FRAUD SITE!
They stole $30 from me, a small amount but it could have been $100.
DO NOT PURCHASE FROM THIS COMPANY IF YOU ARE IN THE UK. They advertise low cost shipping to the UK and then proceed to completely mislead you. I have been ripped off to the tune of £20 in charges and the Courier will not delivery your goods if you don't pay them this charge on delivery. When I contacted customer services it became apparent that I received a standard reply to a complaint they must receive every day. It is NOT clear on the website how much the fees will be from the delivery companies that THEY choose to offer for delivery and their well scripted response is that it's the customer (obviously unenlightened) who chooses the delivery company and accepts the charges without even knowing how much they are. This would be illegal in the UK as my contract would be with the supplier and their contract would be with the delivery company!
I made and account then made an order with in minutes of making the order they took the money out of my account and then blocked me account. Won't let me log in or anything
Dear Valued Customer,
We never want anyone to have the experience you reported and want to help. May you please provide the order number in an updated version of this review? You may also contact our Customer Support team who may help quickly resolve this issue as well.
When an account is deactivated, the pending order is cancelled and the transaction is voided. IHerb never receives payment for orders until orders have shipped to avoid any issues. If this occurred, the funds should have been voided and appear back in the financial account associated with order payment within 7-10 business days.
Regardless, we are standing by to help you further and hope to hear from you soon.
I ordered supplements and paid RS. 5825 (including shipment charges to DHL). I got a call from DHL saying pay Rs. 3,827 for customs duty. I ended up paying.
Definitely use caution and prudence.
Placed and order, it came. (I'm in the US, no shipping problems.) Everything was fine except for one product, which was incorrect. (The Frontier Foods Bac'Ums had two products: Vegetarian, and Bacon Flavored Soy. I ordered the SOY, got the vegetarian.) Went back to the website, explained the problem, and was told a new one was on the way.
It arrived and it too was incorrect. This time I was told I needed pictures! So I did that, and got an email saying the replacement was on it's way.
This product, for the THIRD time is still incorrect. Sent another email with pictures, and called- more hoops to jump through on my end as they want the bad product back, while it still remains if I get a corrected order or not. It makes me real leery of ever ordering from them again.
This review was updated after receiving a FOURTH incorrect product in a row. I finally cancelled my order and downgraded the two star rating to a one. It doesn't get any worse than this, if you can't get the product you ordered because some moron on the other end keeps hitting the "repeat" button instead of actually looking to see what is wrong on their end.
Overview
iHerb has a rating of 1.3 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 517th among Vitamins & Supplements sites.
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- 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 apologize for the above experience and we would love to look into these matters further. Should you feel like allowing us to do so, please email us at appsupport@iherb.com and include the order number of concern. Mistakes do happen although we try our utmost to eliminate them through proactive measures which are ongoing.
We'd love to hear from you to learn how we could encourage you to return to us. Best of health to you and your loved ones.