I wish I had come here first. I too was ripped off, being forced to pay a HIDDEN £20 import charge that is not indicated anywhere on the website, adding an extra 50% to some already extremely expensive vitamins. Disgusting unethical company!
My wife ordered products one hour later and won't be able to change the order, it says "shipped", and no help is available to make cancellation via a phone call.
I sent an email request and received a response less than 24hrs informing me that iHerb Team is willing to make cancellation and working on the refund. I just updated my review.
Iherb cancelled my order in error. Paypal was ready and set to go and said merchant did not process order to generate payment. Iherb made no attempt to fix their mistake and instead told me to re-order. Why should I fix iherb's mistake? The whole idea of online ordering is convenience! Iherb stuffed up and then the follow up, they stuffed up again. Mistakes happen and the true quality of this company would have been shown in how they went about fixing their mistake. Well, they simply didn't and just sent email platitudes with no action. They have shown they are completely incompetent and definitely don't care at all about the individual order. Iherb have certainly lost my custom, but I know they don't care. Buyer beware. There are other customer companies you can use, use them rather. As you can see by the other reviews, a lot of unhappy customer.
Unfortunately, I also didn't check the reviews until experiencing their so-called ridiculous customer service. I also ended up paying a further 50% more on the price of the items I bought due to custom charges (and even then, the price of the products were £10 cheaper two weeks after I bought them but no explanation offered/ no gesture of goodwill). Please be aware and go somewhere else
Did not get item for 2 months already.
Customer service cannot do anything.
Always saying some other department is checking, but nothing happens after 2 months.
Useless, Useless
Avoid this company.
It seems that they are not here for business, or only for business that comes by itself, without any effort to satisfy customers.
First of all, they don't have any phone number listed on their site, for any problem that might occur during visiting their website.
Second, they don't have any email address listed to be able to contact them in case any problem with accessing their website. They have chat options, but in order to get to a human, you must verify first your account. So, if there's a problem on their site, which there is, and you can't have access to your account, there's no way to notify anyone about it.
Dear Valued Customer,
We understand the frustrations you may have encountered. For those who cannot verify their accounts to speak with an agent with live chat, we offer 24/7 email support for customers with a live agent. This is available by selecting 'Write a Message' when on the Contact Us page. Please include as much information regarding what you are experiencing and an agent will respond shortly.
Judging by the screenshot you provided in your review, are we correct in that you encountered an error during the checkout process using a desktop computer? If so, which country are you shopping from? This information is important for us to know when troubleshooting this experience.
Regardless, we are standing by and waiting to receive your message and promise that agents respond in a few short hours, at most, when writing us an email support ticket.
I ordered from iherb just once but before I did double checked with them about any possible customs charges and was reassured via a chat that if I chose FedEx global mail I could avoid this. Not so, I ended up paying over £20 extra in customs fees. I'll stick to Amazon from now on.
They have great products at great prices, and I was using them for months to buy my vitamins on a regular basis. Then, DHL used a third party delivery service and my package went missing. DHL closed the file because someone had faked my signature and the delivery driver said that she "delivered it, tell her to check her front door or mailbox". Well, we access the front door to check the mail box DAILY. To this day I have not received my package and my expected delivery date was 2 weeks ago. Iherb claims they still have to investigate this further, it is a maelstrom of irresponsibility! Their customer service has proved to be nothing but a run around.
I've purchase numerous items from this app, and most are all subscribe and save. I am getting daily reminders that there are things in my cart. That needs to stop. I have addressed this personally with this company to know Avail. I just prevented myself from extra costs. As I was ready to go ahead and purchase items, and then realized that they were subscribed and save. I Purchase from other retailers as well, so its not all that easy to keep up with. You're not reading your reviews;1 you're not reading your emails. You have 0 customer service. This is pretty pathetic for healthcare items. I would really appreciate someone responding to this and acknowledging the issues that you have. I'm not sure why Swanson is allowing you to have their items on the app.
Dear Valued Customer,
We are sorry for this experience and this issue has been escalated to the appropriate teams for awareness, as well as, review. We always listen to our customers and take everything they say seriously, without exception. Your shopping experience is our highest priority and we will continue to pursue excellence while keeping the customer in focus.
Again, we apologize for the frequency of this message and this is undergoing review. We wish you the best of health and hope you decide to give us another chance in the future.
I bought some bars which usually last a long time in the package. They sent me bars that were so rock hard that they were inedible. They refused to refund my order and do not have a customer service phone number. I won't be using them again.
Products reached me although after a long halt at customs and a lot of emails back and forth between DHL, Iherb and I. It took about 1.5 months for the products to reach me in India. The quality and pricing are very good. Keep up the positives iherb - excellent pricing but please better your customer communication if some problem at customs does come up!
Never received the shipment. Cheated. Harrowing experience. Crude customer handling. Iherb and DHL india are both shit
I purchased some supplements from IHerb. Thought how bad can they be. Not only did I spend £7.5 for shipping, the custom duty is almost the cost of the purchase.
Would not touch them with a barge pole- strange that no official letter of the custom duty due is provided by IHerb or DHL. Seems like a scam where the duty (or rather so to pay) is pocketed by the company.
Never again.
Following my complaint posted on Friday regarding having to pay horrendous customs charges and VAT which I did not know about when ordering the goods from what I thought was a UK website, the company emailed me today to say that it would cost me £ 48 to return the goods to them. I have refused the delivery and asked DHL to return them - so iHerb will charge £ 48 for this.
My original order cost £ 24.99!
This is getting more disgusting by the day.
I made a purchase for more than a thousand dollars for which they asked me for some transaction details for which I had to go to the bank to get them the required information. Despite that, they have cancelled my order. I had to re-order the things again. Unfortunately, the items arrived in a very bad condition. Everything was put in one box/ carton and lots of things got damaged.
I decided not to buy from this website again.
Dear Valued Customer,
We regret to hear of these inconveniences. Regarding the order verification, for such a purchase we wanted to ensure the account was secure and asked for this to be done for your own benefit. Although it may be inconvenient, it is much better than letting cyber crime occur. We are sure you understand this. When asked to do so, it is stated customers have 48 hours to provide that information. If it is not provided, for security reasons, the order is cancelled. Again, this is done for your own protection.
Regarding the damage, please contact info@iherb.com and our Customer Support expert will gladly review the damage with the intent of providing the best resolution possible.
We hope to hear from you shortly as we are standing by.
Scam artists, only sorry I didn't read the reviews before ordering. Worse than Ryanair for adding additional costs. Handling fees by DHL are not referenced on the purchase order. I agreed to pay the customs duty. They then blackmail you that if all additional handling fees are not paid, you lose your product.
Ordered from iherb to be delivered to the U. K. There was no clear reference whatsoever to extra VAT charges by the DHL. Contacted customer service right away and was told that I could refuse to pay and they would refund upon receiving my parcel back. Just got an email saying that they decided to abandon my package and not to refund! $53 down the drain..
Terrible customer service. Not honest people to deal with. Big hidden costs on delivery to Ireland, 50% on top of the order value. Promised a refund when the goods were returned to them then six months of platitudes and then claim that the refund costs were higher than the order value so no refund so no money. They do "appreciate how I feel" though but so what. Plenty of decent suppliers to deal with online. Avoid these clowns. Just look at their terrible reviews.
I order something and they havent shipped my order in 7 days so i asked for a refund and i am currently waiting for my money back... i emailed them multiple times and never got responses back. This company is a big rip off. Dont waste your time. Please do yourself the favour and go to amazon. They have everything and more and will ship your package asap
Well I wrote them a complaint on an expired supplement and trying to send back the stuff so they could replace with a new one, I was shocked to learn the how expensive I have to pay for the shipping. Their answers are very condescending and rude.
Last time I ever deal with this company. It was a mistake in the first place to placed orders from them.
Not clear that the goods are coming from America and that you will need to pay duty on top of there so called competitive prices... if you make the mistake of ordering from these people do not accept delivery and get your credit card company to chase payment and dhl to chase import fees from them. The delivery driver said that they get this situation a lot with iherb... hopefully it will end up costing iherb so much that this company will go out of business
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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Dear Valued Customer,
Our shipping times are the best in the world, with 99% of orders being fulfilled and shipped within an hour of being placed. This ensures orders arrive as quickly as possible. However, we suggest contacting the carrier directly regarding this or sending the order back to us in original condition in order to receive a refund. Once received, the refund will be initiated and should appear back in the financial account associated with payment within 7-10 business.
If you have any other questions or concerns, please don't hesitate to contact our Customer Support team who will gladly assist you further.