Vitacost

I did orders and received confirmation email and never have delivery of the items. One the end customer service on chat sad me that order was conseled with no reson and notification

I live outside of the US, so when I visit the US I will often order products to be delivered to my hotel that I can't find in my home country. The tricky part is making sure that the delivery window syncs with my travel dates.

I ordered my favorite vitamins from this company. The first time, the order never shipped. When I contacted the CS dept using their very wonky chat feature, they basically shrugged, saying they didn't know why my order, which was confirmed as "processing" in an email, never shipped.

Silly me, I decided to try them again for the same vitamins but on a different trip. This time, I proactively reached out to CS to ensure the order would be shipped in a timely fashion. Their messed up chat and online email form was not functioning that day, so I tried emailing them using the address I had used previously.

No response.

The next day I tried the (once again very wonky, NOT mobile friendly) chat platform and this time got through to someone.

Order put on hold: need billing verification. Would be sending an email to request this.

When?

It's being sent by the billing team.

When?

Don't know.

‍

Canceled the order.

Vitacost has a return statement and they honor returns up to 60 days
But THEY LIE
Do not believe it! This was a good company in the past but no more
Contact BBB and file a report if they deny your return

I have been a customer of Vitacost for 10+ years with orders over that time in the $1,000s. A couple of days ago I placed an order at Vitacost website totaling $169.11. Went to check my bank account that Vitacost double billed me under the phrase of "pre authorization". The bank showed that Vitacost billed billed me once for $169.11 and stole $169.12 on a second billing without my consent. I contacted Vitacost and they informed I would be seeing the second withdrawal returned to my bank account in 7 to 10 days. It should be noted this was NOT an error on Vitacost part, they did this on purpose to cover the original payment they stated, stole money out of my bank account without my consent. There is no logic in that explanation Vitacost provided, furthermore again, Vitacost has become a scam and illegal operation.
Now onto the order itself which arrived today. They shipped with items missing and no explanation.
Double billed and not sent the items I ordered.
I highly suggest anyone considering placing an order for supplements to go shop at a reputable online site, someplace else for your own piece of mind.

I am done with ordering from this company. An order placed on February 14th has still not shipped on February 22nd! When are these online companies going to learn their roles are to make shopping EASIER and NOT MORE DIFFICULT.

Florida is famous for stories about the most devient behavior in the U.S. on the internet and supplement companies who think not shipping something for 9 DAYS is acceptable!

I made an account and then ordered. They canceled my order without explanation. When I contacted them they said all they could tell me was "Suspicious Activity". I asked what that meant and they said they didn't know but I could reorder and they'd honor my promo code I had used.

I made a new order and went to check on the status 3 days later. BOTH orders were listed as "Not Yet Shipped", I contacted them again. They told me both orders were canceled.
I asked why and they said again "Suspicious Activity". This time a supervisor got on the chat and told me it was because I had multiple accounts... which I don't.

So my account is blocked from ordering because of an imaginary second account and they can't even fix it. SO I'm permablocked for no reason. Cool. All I wanted was some protein powder in bulk.

Meanwhile despite apparently being blocked, the site still allowed me to go through the process of ordering and put the order in my history tab.

I COULD have my husband just order on his own account but I just don't want to give them my money now.

Good job Vitacost (Kroger). You've lost a customer and this one will be putting this review on every review site I can find.

I ordered a product 9, 7, 14 they gave me a estimate time too receive it 9, 12, 14 I'm in a weight loss contest I need this product ASAP have not gotten it yet, next time I'll stick with my other company they get this same product to me in 3 days and they are in anot her state.

I ordered Pacific Foods' organic unsalted chicken bone broth, 12 32oz cartons from VISTACOST, expecting the cartons to come in a manufacturer's 12-pack box. Instead, the order came in two separate boxes, both with VISTACOST's logo; one with 11 cartons and the other with a singe carton in a Ziploc bag. Very unusual.
More surprise was that the bagged isolated carton had its cap lid opened (no "click" at opening). It is obvious that the VISTACOST shipper was aware of the open lid because the carton came in a Ziploc bag probably to prevent spillage.
Can you believe this?
AN OPEN FOOD ITEM IS NEVER ACCEPTABLE.
I filed a full refund request. After 2 business days, no contact.

I placed an order of three supplements. Two were delivered, but the third item wasn't in the box, and in it's place was A JAR OF ORGANIC MAYONNAISE! Yes, a jar of mayonnaise in place of a supplement I needed. So, I call the company and THEY REFUSE to send me the missing item, saying they'd have to launch an investigation that would take 3-4 WEEKS! Never again.

They charged my card for an order March 23rd. It is now April 8th and I have NOT received ANYTHING. They claim the package was "damaged" enroute and they instructed FedEx to return it to them BEFORE it arrived to my home. THEN they initiated a replacement order with the SAME results. I have waited an entire WEEK for a refund which as I type this "review" has YET to be seen by my card issuer. SO it's time to initiate a "charge back" against these MORONS and MORE importantly, CANCEL any further dealing with these THIEVES.

INTERNATIONAL CUSTOMERS BEWARE. Vitacost will steal your money, keep the item, will not refund. You will never receive your item.
This is their policy and it should be illegal.
I placed an order months ago, with the most expensive delivery rates I have ever encountered anywhere. When contacted, they only sent a generic reply (obviously, they do this a lot, so have the the template email for it).
I have shopped at international retailers for years, never had any problem. I should have known it was suspicious when they didn't indicate a delivery date - they obviously had no intention of delivering at all, but I guess I was naive.
The start of their scamming also dates back from before the pandemic, since the ownership change in 2019, if anyone wonders - has nothing to do with COVID19. I regret not checking out the reviews before I placed the order since it is all stated here by the real customers (see below my take on that). I usually do that - but I had a recommendation from years before when this company was still a legitimate retailer.
I also know something about scamming review sites - the company is obviously balancing out all the 1 star reviews that say the same thing with paid reviewers who all give 5 star glowing reviews. If they were legitimate, the division of reviews would be different. Scammers.
Reporting to Best Business Bureau.