iHerb

I'm writing this because I am currently being ripped off by another Vitamin company: lol: I've dealt with iHerb for years, any minor problems I have had are sorted very quickly with an email. Any major have always been with the delivery, Auspost in particular, which is why I now use DHL to my door. 4 days usually. I have found the prices have gone up in some areas aside from the A$ decreasing in value. But their products are always miles from use by date, ordering etc is easy as, they don't spam me, postage door to door with DHL is much better than any site I have seen. And have always been nothing but completely professional.
I did have a problem in the UK but that was VAT and customs charges, which iHerb DO warn about and they can't possibly do anything about.
The ripping off, Ordered from another company, because iHerb were out of stock on a couple of items, prices per unit were cheaper, but DHL delivery was much more. It balanced out. They have sent me a shipped email but it is not showing up on DHL and in fact the tracking number they have given is nothing like any DHL tracking number I have ever seen plus scamming emails. Not looking good.
Moral here? Do your homework BEFORE you buy

IHerb replaced a whole order of mine that went astray, without any extra charges! And I had it within days. I think they are fabulous.!

Update I didn't end up being ripped off buy the other company, except that I obviously paid way too much for the very slow DHL to Australia delivery. I literally paid three times what I pay at iHerb for the 4 day delivery I get from iHerb which is door to door DHL. This one took three weeks. My items came into stock at iHerb during that time and I made not one but two orders and they came before the other vitamin place. So iHerb are definitely still top of my list. They are amazingly reliable. For my fellow Australians ask that your orders be marked as not to be passed on to Australia post. That is where your delays happen.

DONT BOTHER TRYING THIS SITE - this is my experience:
I placed an order and later received an email saying my card got declined. I called customer service to check why it was declined, no explanation was provided so I ended up using a different card. I was told the transaction was successful and the new card worked. A week went by and when I logged into my account to check the status I realize the order was canceled. I reached out to customer service, I realized they don't have a phone line anymore so the only way to contact them is via chat. The chat associate tells me they can't give me information via chat and asked me to email *******@iherb.com. Which I did. Another weeks goes by and I didnt hear back from them so I reach out to customer service again. Essentially, they told me they have no idea why this is happen and that I just have to wait for them to reply my email.
How is this a good way to do business? Do they realize I can buy somewhere else? Hos is this competitive customer service?

DONT BOTHER TRYING THIS SITE

Their customer service is so bad. I can't find a proper word to describe it. To summarize their behaviour, they are polite but it's "their way or no way" which means they will never help you or address your concerns. They are telling you that they will investigate but they never respond or give you a clear answer. They will send you generic responses that they copy and paste... We can say that their customer service is Fraud because they do nothing to help customers. I was charged for taxes that are not applicable to my country; I gave them the information related to at least 10 previous orders for which they only charged me a tax of 5% but suddenly the tax rate has jumped without any regulations changes or anything in my country. Because they refused to truly address the problem, I told them, I will log a dispute with Paypal. Their response can be summarized to "we don't care and do it". On another instance, there was a great deal for a certain product, I put them in the cart but I realized that I couldn't get free shipping even though the total was greater than 200$. They basically forced my order to pay a very large shipping amount in the range of 40 $. When I asked them, why? Their response was that the usual carrier can't ship this supplement So I choose another brand and the free carrier could be selected, so it wasn't because the supplement had some restrictions or anything like that... So they are lying, bull$#*!ting people to cash in and put all kind of barriers to prevent you from getting their deals at the price they advertise. They are truly AWFUL and Stay away unless you want to be ripped off

I have just had the displeasure of receiving a duty charge from the post office (UK) because my order, WITH mailing fees, amounted to £19. NOW I have been slapped with an ADDITIONAL £12 to retrieve the order. Somehow, SOMEone did not read that order correctly and tacted on the mailing fees as a TOTAL to be subject to duty. CLEARLY they only had to put the goods amount.

I spoke to an iHerb customer service representative (******* Harley Knox Blvd, Perris, CA ******* USA) and she relayed that they are not responsible for the duty charges. No matter HOW many times I tried to explain that the actual order amount was less than the allowed amount, I was told that this was not their responsibility.

I then explained that I would be sending the order back. She responded that shipping fees etc would not be refunded, which would total the amount of the order-- FULL STOP! So now I am stuck with PAYING DUTY FEES (their own $#*! up) which is not worth the amount of the product initially and I CANNOT send the order back without losing the total cost (shipping and all) of the order!

DO NOT ORDER FROM THIS COMPANY. YOU WILL BE DONE.

If you are in India avoid ordering from I herb.
I had placed an order for Rs 1,565.49, Shipping are. 1,154.72 total amount Rs. 2,720.21
Yesterday I received a call from DHL as I require to pay duty of Rs 2800. 00

As its for personal use the package should be duty free. I can understand if the duty amount is approx 25% of my order value. Its about 200% of my order value. I requested the courier company to reduce the tax amount but they reduce to help. I was forded to return the package as it was not worth paying another Rs 2800. 00 only for a few packets of pasta.

I feel you should inform your customers when they place order as the duty amount will be about Rs2800. 00

Iherb Reply... We apologize for this issue. The amount of the duties and taxes are determined by your country. The percentage they charge is based on their rules and policies.
(Order Value Rs 1565. 49, Custom duty Rs 2720. 21 incl. Rs 500.00 DHL Handling charges)

DHL can charge a handling fee for their process they do with the customs clearance process.
(Why does herb not inform us while placing our order)

We do not charge this when you place the order because it may not always apply. If there is no customs fees applied, then DHL does not charge this fee.
(DHL wishes to collect its charges so why will they try to get the goods without paying duty)

So we do not want to charge all customer this fee and then have it not applied to their order. Also it is not just a flat fee, it can vary based on the location and region the order is shipping to. This is why we advise these fees can be applied in the cart before you place the order. Unfortunately, we do not refund for customs fees as they are not paid to iHerb.
On the invoice that is presented to customs, we include the items cost, and freight as it is required. The customs agency will determined if they charge fees on just the items or if they will charge on customs as well.
Let us know if we can help further.
Crystal

The quote in Brackets are my view points on their reply)

Im so shock right now, was my first time and LAST ordering on this website, and its a JOKE! Really I dont even understand whats happening with them, I placed an order twice and they cancelled my orders and after that they deleted my account, I really wanted those products and a I make another account with my moms name and her credit card, totally new account, and they cancelled and deleted my account AGAIN, so one last time I did another new account with my sisters name and her credit card and again they did the SAME!

So obviously wanted so bad those products but this is TOO MUCH! I cant handle this!

Obviously every time I was contacting them throw their chat but they said that cant tell me why they did that. So basically they just make me waste my time a LOT, im soooo dissapointing and frustrating that really this is a joke, so really is by your own risk to buy them,

Also if you want to contact them and talk with real people I leave bellow their live chat,

https://chat56a.livechatinc.com/licence/*******/open_chat.cgi?groups=0

I purchased one product one time. They singed me for renewal. I cannot reach any one to call and cancell. FRAUD

Ordered $185 of products, two flax oil and three joint repair. Order had not come after 7-8 days and tracking was no good so I got on a chat. After quite a long wait, I was told simply, "the order is being reshipped."
So after about two weeks UPS comes w/a box imprinted all over with: "Office Depot." The box was very damaged, looked like it had gone to China and back, it was patched together with tape and had all kinds of labels marked off w/black marker. Inside the box was a plastic bag w/a piece of styrofoam (on top of everything), then a very damaged, old, ratty, filthy dirty extremely large white plastic bag (large enough for a christmas tree disposal), then inside the bag was the three bottles of joint repair... dirty, filthy and very "used" looking, then in brown wrapping paper, soiled w/the oil which had leaked, were the two bottles of flaxoil. Both caps were loose and oil was all over the bottles. The leakage onto the brown paper is very easily seen in pictures I took. Then, in the very bottom of this Office Depot box were two pieces of cardboard, ripped, folded 3 times, to cushion the bottom of the box. Pictures I submitted were not accepted and after trying several times to get someone to understand what happened, I just gave up. This was evidently the order I placed May 13,2017 and it went 'round the world, ended up at Office Depot, and then got sent to me on May 24,2017.
I have been ordering supplements for years, literally, and NEVER, ever had anything this filthy come to my home. It was so nasty I had it put out in my garage and as I began to open it, I became more and more appalled.
One of my inquiries into this came back w/a response about some kind of flavoring, I believe the man said raspberry...? Could not figure this one out at all.
So, this is the last resort for reporting this all under one roof... and I am certainly finished w/IHerb in the future.

I had been a customer of this terrible company for 8 years until they sent me a wrong item among a 7-product order which I order very regularly for some health management remedy.
Goodness Me! Did I get to see the draconian side of this company then! They agreed to replace the product when they saw that in 8 years, I had no prior incidence and that I have always ordered very specific brands. However, what a stressful ordeal this was! First of all, there is no telephone number or line to get a real person to deal with their mistake promptly. I had to keep sending text messages and get about 5 to 6 different customer agents reply to the same issue with 5 or 6 different solutions. They did end up sending out the replacement product, but they also made me incur extra punitive UPS brokerage charges and local taxes (order from iHerb USA but was shipping to Canada), all of which I had paid for with my initial order which they messed up! Tried as I could to point this error they initiated to them and why making me pay the UPS charges for their error was unfair and wrong, they kept quoting an "Appalling" 25% shipping Refund to me! I couldn't believe what I had 4-5 different customer service Reps write to me over and over again! After 8 years of patronage, I came to realise this company is not honest enough to keep its customers. They will PUNISH YOU FOR THEIR MISTAKES! I'm staying away and thankfully have other choices with LuckyVitamins or Vitacost!
Entirely your decision, but I'd seriously think twice before using this company! If for any reason they mess up your order, they'll also bat no eyelid in messing up the clientele relationship you thought you had with them! I learnt that the hard way, even after 8 years with this stressful and irresponsible Management!