I placed an order on September 21st. My expected delivery date was between the 26th and 27th of September. I tracked my package on the 26th and it stated it was out for delivery, never received it. So I tracked it on the 27th, it stated it had been delivered but I never got it. So I contacted iHerb (BTW, their customer service is a joke, they don't have a 1-800 number, just a 24/7 chat line) on the 28th and told them my issue, the lady told me she would UPSNext me one for the following business day. Here it is the 1st of October and when I track my package it still says "processing". I contacted them again to inquire about what was taking so long to process my order and the lady told me she would forward my question to the appropriate person and I would receive an e-mail with an explanation within 24 hours. DON'T WASTE YOUR MONEY!
There is no customer service what so ever. If you have a problem with the order, they don't care. You are unable to return an item. Never again!
Its too late now but i really wish i should have read the reviews b4 ordering. Dont order or u will be in big trouble.
I love iHerb and tell everyone about the great products. Never disappointed. Always finding something new I haven't tried before. Thanks again.
Awful experience- can't waste more time after all the fruitless time spent on here customer service live chat, suffice to say- terrible!
International delivery is really fast and not too expensive. Received my order quickly and in good condition. Thanks for the great service!
My order came on time and just was as it would be described, everything was perfect, I got a good deal!
I have had some issues with my iHerb account, but now it has been solved. Thanks to iHerb support Team.
Dear Valued Customer,
We are sorry to hear this. Customer safety and privacy is our highest concern at iHerb and we use the latest technology and other methods to keep our customers safe. We'd love to help you but need the order number in order for us to do so. May you please message us directly with this order number so we could reference your account and help you further?
We are standing by to help and hope to hear from you shortly.
The site is seriously misleading. No refund if you decide to return your orders. Tax and handling are way too much (up to 80 % of the actual price).
They are not a streaming service, they are jerks for trying to be because it ruined the experience of fans. I will never shop with them ever.
Attempted to contact via Live chat for an issue regarding defective, moldy products.
This was way back in September.
Unfortunately Live Chat does not work.
Was repeatedly asked to verify my account to connect to a live agent even though I was already logged in.
Have tried this multiple times since then, and always during the stated operational hours, but i digress.
Anyway, i finally decided to contact via email.
Sent one off on September 19.
Received a response from Iherb on Nov 17.
Reply email was sent on Nov 23.
No response as of today Dec 7.
Request Ticket # *******
Am i expected to wait another 2 months for every subsequent back and forth response?
Is this standard customer service?
***Update: in response to IHERB rep stating that Live Chat was not available during Thanksgiving, i tried to live chat back in September, a full 2 months away from Thanksgiving, and always within the reported operating hours. My issue was being asked to verify my account to connect to a live agent by logging in, even though i was already logged in. Repeatedly pressing the button to verify proved pointless. I was stuck in a loop.
***Yes the ticket was for an order placed over a year ago, however the supplements i ordered and was taking, grew mold inside the capsules. The onion powder, which was unopened by the way, dried out into a solid rock. Items became defective and unusable, long before their expiration date. I suffered months of indigestion and headaches before i realized what was going on.
***Also, a new order was indeed placed, on 23 Nov 2021. No credit has been applied as of today. And no reply since Nov as well.
Dear Valued Customer,
Live chat was off due to Thanksgiving and live chat is only available during the posted available hours. It is likely that this is what prevented you from reaching out to an agent. Regarding the support ticket response time, this usually takes up to 24 hours maximum. What was or is the issue you are experiencing? If you update your review to include more information and an order number for reference, we will gladly expedite the matter. However, if you are more comfortable contacting one of our agents, please feel free to do so although you should have received a response already.
Looking into the support ticket provided in your review, the order was placed over a year ago before any issue was reported. Accordingly, no refund will be granted. However, as one of the agents responded and as a courtesy, if you place a new order an agent will apply the credit value for the items you are reporting. We hope this shows how much we care about our customers and we wish you nothing but the best of health.
No customer support! I got the wrong bottle of supplement which was way cheaper than what I originally ordered!
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.
I purchased goods to the value of £22 (GBP), I had to pay delivery on top of this to the UK of £7.
On delivery there was a further demand of £16 Import duty making the product scandalously expensive.
I felt I should write this, as so many people are marking down the stars because of customs duty. I really can't believe that people blame the seller when they incur customs duty to pay. Customers are the importers and liable for duty charges - as is any importer of any item over the value of £135. VAT starts at £15. You don't just pay duty at airports when you come home from holiday - you pay it for any item that you bring in, or have sent into this country which exceeds the allowed value.
One review said there was no indication that they were based in the USA. Surely US dollars would be a clue, and the address is clear - Perris, California.
IHerb do not have UK stock. All my parcels have arrived with US postage. My orders are usually roughly £30 with £12 postage, and on those figures there is no customs duty to pay. Parcels usually arrive in 10 to 12 days.
One review mentioned UK trading law. That only applies with UK compnies, so US companies do not fall under it's duresdiction.
I find the value of suppliments second to none. I have never had a problem with an order, and never had cause to complain.
When buying from abroad, check the laws of the land regarding customs duty and VAT, and don't blame the seller. He has no control over what our own govermnent charges for importing items from abroad.
I still give iherb 5 stars for value, customer service and delivery.
**Update: Michael contacted me asking for my order number, and then proceeded to "look into" the situation. I provided my order number and he replied stating "it seems as if we have done everything we could to help, even offering to pay the return fees for the products." I find this strange since iHerb DID NOT offer to pay the return fees for the products. Why bother having a customer rep troll these review boards if they are just going to make it worse? I have edited my review below to explicitly detail the communication with iHerb on the cost of the return of the lost shipment.**
If I could give them 0 stars I would. The packing team misrepresented the items in my order when completing the customs info and the shipment got stuck in customs with DHL requesting a doctor's note from me for items I did not order. IHerb takes NO responsibility and I cannot retrieve the order from customs as a result so asked for a refund/cancel on account of the shipment being lost. They have indicated they will charge me to "return the order to their warehouse" and the return cost is $363.90, more than double the amount charged for shipping.
"We have received an update from the Logistics Team regarding your order, the return shipping cost for the order is $ 363.90 in this case, and as discussed before we will process the refund for the order minus the return cost to our warehouse. The amount refunded will be 146.77 dollars. Once the request is approved by the concerned team you'll receive an email from us with further details."
This is theft and egregious. I have asked for my issue to be escalated multiple times and they have not. I will NEVER order from this company ever again and I live overseas so will be actively telling my expat community to avoid avoid avoid.
Dear Valued Customer, We regret to hear of any difficulties and would love to review this incident to ensure the proper decision has been made. May you please provide the order number with your review? Once received, we will expedite this matter and get back to you as quickly as possible.
I HAVE NEVER ORDERED ANYTHING FROM THIS WEBSITE AND WOKE UP TO MY BANK ACCOUNT OVERDRAWN FROM IHERB LLC. THEY HACKED INTO MY PAYPAL AND EMPTIED MY BANK ACCOUNT. POLICE WERE NOTIFED AND SO WAS BANK. IM GOING TO SUE THESE MOTHER$#*!ERS. I GOT A NAME AND ADDRESS. I THINK ITS FAKE BUT CRIMINALS ARE $#*!IN STUPID SO HOPEFULLY HE USED HIS OWN. SUPPOSE TO GET MY MONEY BACK THRU THE BANK. DONT TRUST THESE FAGGITS. THIEFS!
Dear Valued Customer,
We are sorry to hear of this and would like to help. However, we need further information in order to do so. From your review, it sounds like your payment information was likely compromised from another site or purchase you made. The person then probably fraudulently used your card or other payment account to make purchases across multiple sites. However, without an order number for us to reference since you said you have never shopped with us, we are unable to pull up any applicable account information.
We are glad you were able to notify PayPal and the authorities regarding any fraudulent charges you noticed. We suggest deactivating any payment method stored under PayPal and to stop shopping at other sites or stores you have been, where this information was likely leaked.
We wish you the best of health and wish the best for you in this matter.
I ordered items on May 27,2020. I chose expedited shipping and they were to be delivered no later than June 3,2020. I received a very deceptive email the same day I made the order that my order was shipped. That was a lie, only a label was created. I contacted their joke of customer service through email on June 1 and wanted to cancel the order as he had never been shipped and the response I got back was that you can't cancel the order once it is marked shipped (even though it was never shipped). It was then shipped on June 2 and an estimated delivery date was for June 8, then June 9 and now I found out it won't be delivered until June 10-11 2 weeks after I ordered. They used UPS Sure Post which is NOT EXPEDITED shipping and takes very long to receive as it has to go from UPS to USPS. I called UPS and they said that they never received a notice to pick up the shipment until June 2 and this was the fault of iHerb not them. Why would they tell customers that the order would be expedited shipping and then use UPS sure post? This is a very deceptive company and I will never be ordering from them again!
Dear Valued Customer,
We apologize for any inconvenience you have experienced and we promise you we are not in the business of deception. We would love to look into this matter more and kindly request you contact us at appsupport@iherb.com and include the order number of concern.
Once received, we will diligently look into the matter. We hope to hear from you as soon as possible.
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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- Perris, CA
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Company Representative
- 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
- 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,
First and foremost, we are sorry to hear that you had any issues. However, your review has made it clear you never placed an order or shopped with us. If this is the case, it sounds like you may have become the victim of cyber crime from shopping on another website where your information may have been exposed, however slightly, enough for cyber criminals to compromise it. We strongly recommend you contact PayPal and other financial institutions you have accounts with and notify them of this concern and potential compromised account so they can take the appropriate actions. Did you ever see anything which stated any order number or anything else which we may be able to reference ourselves? We hope to hear from you soon and recommend taking immediate action with all financial institutions since your payment information may have been stolen while shopping with other sites and not iHerb.