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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
********* Im filing complaint because I returned all the items using 5 return labels provided by iherb customer service. I was told they need approval from warehouse even when I returned all the items and it was received by iherb on 6/19 *******
Business response
06/26/2024
Dear Valued Customer,
We apologize for any confusion and are glad to assist you. As of 6/26/2024, we have received items and refunded items totaling $2,212.20 USD. Once the other items are received back into our inventory system if returned, we will process the remaining balance. If received, we will move forward with the rest. We hope we have helped and, should you have any further questions, please contact our Customer Support team directly who will be equipped to assist you further.
Initial Complaint
06/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The multivitamins are defective and smell bad which we believe is because they are close to expiry dates. I have attached the letter I wrote to their management but havent received any response.Business response
06/12/2024
Dear Valued Customer,
We regret to hear of any issues and want to investigate further. However, in order for us to do so, we need the order number. May you please provide that to us? Once provided, we can expedite this matter in an effort to help.
We are standing by to help and hope to hear from you soon.
Initial Complaint
06/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with iHerb over a month ago and have yet to receive my package. I have contacted iHerb customer service multiple times but have not received any clear response or solution.Herb and Pasport Global, who manage the shipment, have indicated that Correos Chile is responsible for the package. However, Correos Chile has also been unable to provide a solution. I am extremely frustrated with the lack of responsibility and action from all the companies involved.I demand an immediate response and a definitive solution for the delivery of my package. It is unacceptable that after so much time, no one has taken responsibility for resolving this issue.Business response
06/12/2024
Dear Valued Customer,
We are sorry to hear about this issue and have issued a refund for your order. Please allow 7-10 business days for funds to reappear in the financial account associated with your order payment. If your order is delivered at a later date, consider it a courtesy for your trouble.
Please feel free to contact our customer service team if you have any further questions and we wish you the best of health.Initial Complaint
06/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am not able to reach iHerb and the corporate number will not let you talk to anyone in corporate. iHerb is passing the buck for me to talk to Lasership stating my address is incorrect, it is not and they explain nothing. Lasership is passing the buck for me to talk to iHerb and they are saying nothing either. Tracking number for Lasership states it is not correct and there is no one to talk to about this. iHerb took my money and they need to fix this problem as my address is correct, I did not choose Lasership for the delivery and everyone is passing the buck to me and not really giving me any information. I WILL NEVER ORDER FROM IHERB AGAIN and if they do not fix this, or give me a refund, I will file fraud charges with my CC company. I am in a locked complex, intercom is by the door, you press apartment 217, it dials my phone and I let you in, not rocket science people!Business response
06/06/2024
Dear Valued Customer,
We never want anyone to have issues receiving their order from us. Although the last day for delivery is 6/6/2024, we have moved forward with a refund for this order. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.
Should the carrier deliver your order, please consider it complimentary for your trouble. We monitor the performance of our shipping partners and this incident has been escalated to our Global Logistics team for awareness.
We hope this refund shows how much we care and that you decide to give us another chance in the future. Please do not hesitate to contact our Customer Support team should you have any further questions and we wish you the best of health.
Initial Complaint
06/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order #********* iHerb customer care decided to neglect me after 2 days. I contacted them on live chat because my package was shipped with a random carrier, marked delivered but not received, not even by my neighbors whom I had to knock their doors on. I reached out on June 3rd and I was informed that someone would get back to me within the next day either to find my package or assist further but they never did. I tried to get into the live chat again but the bot just would never let me through to a real agent.At this point, I no longer want those vitamins and iHerb can reimburse me back to my original payment method for the entire order.Business response
06/06/2024
Dear Valued Customer,
We regret to hear of this and are glad to investigate this matter further. The carrier has provided proof of delivery for this order. Also, we see that there are multiple linked accounts with the same issue. Due to activity which causes concern, we will not be moving forward with any compensation and this decision is final.
We wish you the best of health.
Initial Complaint
06/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This is to make a complaint against Iherb, an online store that sells vitamins. Last March 2, 2024. I purchased some vitamins thru them with Order Number: ********* amounting to ******** pesos. They gave me a Sales Invoice but I contacted them requesting for an Official Receipt so that I may be able to reimburse to to my medical allowance at work. hey refused to provide me with an official receipt, which prevented me from being able to reimburse my medical allowance because it had a time limit.Business response
06/03/2024
Dear Valued Customer,
We are sorry for any inconvenience. Please be advised that iHerb provides an order invoice and does not provide any other documentation nor medical documentation. We always encourage customers to consult with customs and their physicians prior to purchasing any products. Unfortunately, we have no insight into unique insurance policies and procedures and recommend consulting with the responsible parties prior to placing any order.
We are sorry for any inconvenience and wish you the best of health.
Customer response
06/04/2024
I do not accept this response, I am just asking for an official receipt but you failed to do it because you refused without any explanation why. You may be an American base company but you are sending goods in our country which under by law, refusing to provide an official receipt is illegal.Business response
06/05/2024
Dear Valued Customer,
As mentioned prior, providing documents for health claims is not required nor supported by us and many, if not most, eCommerce companies. We wish we could help but are unable to do so.
We wish you the best of health.
Initial Complaint
05/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order with this company on May 15, 2024, for Source Naturals Magnesium Malate 1250 mg. They sent me a bottle of the product that is 3750 mg, not the 1250 mg I ordered from their website and it was shipped from their ******, ****** ***** location. I have tried several times to get them to send me the item I ordered and paid for. On May 22nd, they emailed me that I had " received the correct product as the suggested use is to take 3 Tablets which in total would be 3750 mg." First of all, I did NOT receive the correct product I ordered and second is if I took 3 Tablets of what I received, it would total more than ****** mg!!! Even after sending photos of tha product and it's barcode back to them, they refuse to correct their error. This company needs to stand by their integrity and satisfy the customer, instead of falsely claiming they are correct. The email was sent to me by "***", a iHerb team member. I want this post shared to their BBB rating site to warn other customers of their business practices.Business response
05/23/2024
Dear Valued Customer,
We are sorry to hear of any issues and want to review any previous decision made by our Customer Support team. However, the email provide with this review only shows an order from 2019. Do you have the recent order number to share with us so we could reference the matter?
Once received, we will gladly expedite this matter in an effort to help you as much as possible. We hope to hear from you soon and are standing by to help.
Customer response
05/29/2024
***...Your response through the BBB is not accurate. It states the last contact with this email as 2019 when in fact it was May15-May 22,2024. My order # is 2000118-68120113, dated May 15, 2024. My preferred OPTION is to receive the correct item I ordered , 1200 mg , 360 Tablets of Source Naturals Magnesium Malate. Why is this so difficult for you?Business response
05/29/2024
Dear Valued Customer,
Was it under a different email associated under a different account? Please be advised, that is not an iHerb order number nor is the format of our order numbers. Did you purchase directly from iHerb.com or our official iHerb app?
If having purchased a product through **************** or another platform, they are the ones best suited to resolve any issue for you as they sold the product, not iHerb.
We are standing by to help and hope to hear from you soon.
Initial Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Referencing order #********* on 4/21/2024 I ordered 3 bottles of Nature's Truth Magnesium Glycinate 665mg 60 count as pictured on their website. What I received were 3 bottles of Nature's Truth Mag. Gly. 200mg 60 count. I would have to take more than 3 of these to equal what I originally ordered. When I emailed the company about the issue they were responsive within 24 hours, said they'd look into it, then on 4/26 they agreed to issue me a refund because the product was not what I ordered. I received my bank statement and the credit for $28.23 was not on there. I emailed Iherb on 5/17 and received a reply 5/19 that their policy is to issue a store credit. They did not ever tell me that and I do not want a store credit as I do not want to deal with this company again. It is their error and I should be compensated for my method of payment- a credit to my bank card. I have saved all email correspondence that I can forward if needed and hopefully uploaded clear images of what I was sent and what I ordered from their site-which are 2 different products.Initial Complaint
05/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Purchased products on April 16, 2024 on iherb website. The products were not delivered. The tracking showed that the package was delivered to the wrong province. All attempts to get their attention to the issue resulted in their generic reply "according to tracking/carrier you package is ready for pick up." Filled out a form on their website to get a refund but they denied the refund. Last time checked the tracking, the package was still sitting in the wrong province. Contacted the carrier, but they require that the shipper contacts them to correct the address but the shipper (iherb) advises that I should contact the carrier in their bot-generated replies. On their website they claim that they have 24/7 customer service via e-mail or chat but all email correspondence is with a bot and the chat is only with a bot who cannot solve any problems.Business response
05/16/2024
Dear Valued Customer,
We sincerely apologize for this frustrating experience and have moved forward with a refund for this order. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. We have escalated the support you received to the appropriate teams as well for awareness, training, and corrective action purposes. Again, we sincerely apologize for this.
We hope this refund shows how much we care and hope you that decide to give us another chance in the near future.
Customer response
05/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. In its reply to BBB, iherb promised to give me the refund. Please refund the money to the original form of payment. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If iherb will not refund the money, I will complain again.
Regards,
*************************
Initial Complaint
05/14/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Dear BBB Adminstrator,Iherb ( Merchant) did not respond to live chat message during their business hour. Their botchat continues to ask for the same request for email despite the email was already provided. I was only asking for a return label from iherb to be email to me so I can return the defective order and get my refund back. Iherb completely ignored my email request and did not respond back as they stated on their website with response time within 4 hours. I had been trying to reach out to them since last Friday 5-10 until today 5-14. Every time I reach out to their online chat and email (the only way of communication with iherb ) they did not bother to respond to my requests and questions and concerns. I also provided feedback and comments at the end of the chat so they are aware that I am still waiting for their response. I am just trying to return the order with a pre-paid Return label provides by iherb this is causing a lot of inconvenience and frustration.Business response
05/15/2024
Dear Valued Customer,
We are sorry for any inconvenience and would love to help resolve this matter. However, the email and phone number provided with this complaint isn't associated with any iHerb account. May you please include the order number of concern in your next response to this message? Once received, we should be able to investigate further in an effort to help.
We hope to hear from you soon and are standing by to assist you further.
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155 total complaints in the last 3 years.
57 complaints closed in the last 12 months.