Lisa K.

I have been using Vitacost for several years, and had some problems with poorly packaged products in the past, for which I always received rapid replacement of those products and excellent customer service. Their prices are usually (note--NOT always) lower than other sites, and they have traditionally stocked hard-to-find specialty products.

However, lately I have been very disappointed in this company. I have been waiting for over 10 days for a package that clearly is not going to show up, and have wasted hours on the phone with vitacost and lasership trying to track it down. I have a more recent order that is also delayed. I received one product that arrived separately from the rest of my order in totally decimated condition due to ridiculously inadequate packaging. Vitacost is replacing that damaged product, but they are not rushing to ship it to me, in spite of the fact that they are responsible for the problem. No, they actually chose the LONGEST possible shipping window to re-send the product. I should receive the replacement item in approximately TWELVE days from request, as per UPS tracking info.

The first customer service rep I spoke with about all of this was unknowledgeable and mocking on the phone. He kept telling me that the delay was because of snow. No, it has not snowed since my packaged was shipped. Also, the tracking info shows that my package was out for delivery when it mysteriously disappeared, so clearly it made it to NY from NC. The second, third and fourth reps I've spoken with have tried to be helpful, but still I have made no progress.

I could go on, but no point. In addition to their deplorable shipping habits, Vitacost is introducing more of their own lines of products and ceasing to carry name-brand items that I rely on.

I can see that I will be shopping there much less in the very near future!