valecia w.

I had to contact customer service for a issue with an order. I was incredibly irritated after 4 phone calls and 3 chats. The rep made sure to aggravate me further, attempting to correct me, chastise me for being annoyed, all with her dramatic huffing and puffing as if having to deal with me was such a challenge. She actually said this is my job ma'am. I told her I didn't care I need you to correct the mistake. When I asked for her supervisor, she gave me a different name then the one with which she answered the phone, and then double charged my card. I finally was able to get a supervisor via chat I warned specifically that this woman is going to do something sneaky with my credit card. When the rep double charged me, I sent a chat and got another rep who insisted I simply didn't know how credit cards worked. There "was a pre-authorization and a post authorization. I hadn't actually been charged 2 times." Never, in all of my years of buying from this company has this happened! I called again, got a supervisor on the phone, he insisted there was no way I could possibly have gotten charged twice, and insisted 'I' had placed both orders for the exact same product. When I pointed out that there were two separate order numbers,
So clearly I had been charged twice, his answer was, "I'll just cancel it." Yet, he still insisted that there was no way I could have been charged twice unless 'I' placed both orders. Never once an apology for the mistake. Never once an apology acknowledging that I had to go through this entire process. When I pointed that out to him, asking, "Are you going to acknowledge anything I just said?" His response was, "I told you I'd cancel the order." Buyer be ware. If you're happy spending money with a company that has such terrible customer service, by all means buy from Vitacost.

I contacted the customer service department to obtain information about the purchases I had made, as I had no record. The representative I spoke with initially said she couldn't tell me what I had purchased, that I would need to gain access to my account via a computer, but that I had purchased five items. I said that didn't make sense, if she had the list in front of her, why couldn't she simply tell me what they were because if there were any problems, I would need to find a working computer, look up the deals, then call back for resolution. When I couldn't enumerate what issues there might have been, she hung up on me.

I called back asked to speak with a supervisor, after a lengthy discussion that supervisors did not take "cold" calls and that I would need to give details of my reason for calling, I was transferred to Harry Davis. I attempted to explain what happened, that I only wanted a list of purchases, but now, I was annoyed by the treatment I'd received and I wanted to cancel the entire account and receive refunds for everything. Apparently, Shondra, Sheneeka (whatever) had given him her version of events because his responses to me and the way in which they were conveyed clearly indicated that he was certain I was at fault and behaving unreasonably without ever giving me the benefit of actually listening to my concerns. In fact, I told him that. His response was that he would "just cancel the account." I asked how long would it be before I received a refund. We went round and round with him repeating that it would depend on how long it took for the merchants to confirm that the purchases were unused. I asked to speak to his supervisor and was told there was no one above him, that he was the customer care manager and that "all complaints begin and end with (him)". His exact words! I told him I didn't believe that could possibly be true. There had to be someone above him. He said I was being rude. Finally he told me it generally took about a week. When I asked why he couldn't have simply said that when I first asked, he repeated that he would cancel the account. Never acknowleding my question. I stated this was exactly why I was canceling the account because I couldn't get a straight answer from anyone.

It's been a week. I haven't gotten a response after forwarding the above email to the Director of Communicatios and the helpdesk. I also haven't gotten a refund.

STAY FAR FAR AWAY!