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Complaint Details
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Initial Complaint
08/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order # ********* My order shows delivered but i never received anything. I have received no help this is very frustrating experience.
Business response
08/08/2024
Dear Valued Customer,
We are sorry to hear of this and are glad to help. We have moved forward with a refund for this order and kindly request that you please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. In the meantime, we also recommend contacting the carrier to let them know about this issue. They may have made a mistake on their end and may still have your package.
Should your order be delivered at a later date, please consider it complimentary for your trouble. Please don't hesitate to contact our Customer Support team should you have any further questions and we wish you the best of health.
Customer response
08/09/2024
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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
08/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with I Herb 07/02/2024.. They have processed my debit card, they have failed to send an order confirmation and tracking number of my purchase, replied with a genetic email asking me for more personal information, which was supplied @ initial purchase and checkout, I'm seeking a refund for the full amount of purchase. I believe the company is scamming people out of there hard earned money, with these business practices if wanting more information.Business response
08/05/2024
Dear Valued Customer,
We'd love to help but the email and phone number provided along with this review do not have any registered order in our system. Did you place the order under another email or did you login to place the order using a ****** account or ********* If not, what card type did you use for the order (VISA,Master *********************** etc.) and what were the last 4 digits used?
The more information we have, the better we are able to assist you. We are standing by to help and hope to hear back from you soon.
Initial Complaint
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello I have not received order ********* and was told I would receive of a resolution of a refund. Please issue my refund of $199.39 for my missing parcelBusiness response
07/25/2024
Dear Valued Customer,
We never want anyone to experience a case of failed or wrong delivery and sincerely apologize. Accordingly, we have moved forward with a refund for your order. Please allow 7-10 business days for the funds to appear back in the financial account associated with payment.
This incident is being brought to the attention of the proper teams for awareness and root cause resolution. Although it is unclear what occurred with the carrier, we hope this refund shows how much we value your decision to shop with us.
Please don't hesitate to contact our Customer Support team should you have any further questions or concerns and we wish you the best of health.
Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 16th, ******************************* the amount of ***** from iHerb.com, the official website of this business.The gift card does not work when you apply it to your balance at check out. It malfunctions and gives you an error message.The phone number provided for the gift card customer service center claims they do not deal with gift cards any longer and was not able to give me another phone number. There is a customer service e-mail address that the recipient of the card but this did nothing to resolve the issue.Business response
07/24/2024
Dear Valued Customer,
We are sorry to hear of this issue and would like to help. Are you trying to purchase items to ship to a country outside of *****************? The card used to purchase and add value to the gift card, is it a card registered to an address in the U.S., using U.S. currency, and by a bank headquartered in the *************? What error are you seeing? May you please provide a screenshot or video recording of your experience for us to see what may be happening?
The more we know, the better we are able to assist you. We are standing by to help and hope to hear from you soon.
Customer response
07/28/2024
I have received e-mail correspondence from the business stating that they will be in touch with me shortly regarding the refund they owe me of $75.00. However, this was July 24th and still no one has contacted me. This is the Gift Card Support.
They stated that the details of my inquiry have been forwarded to the appropriate department and have created a ticket for me to track my case.
However, there was no ticket information given to me in order for me to track anything. In any event, I have not heard anything from this company.
This should be a fairly simple and straightforward process. They owe me 75.00.
Business response
07/29/2024
Dear Valued Customer,
We are sorry for any inconvenience and promise our teams are working to assist you. You may respond back to the support ticket for a follow-up and one of our trained agents will quickly assist you.
We are stand standing by to help and hope to hear from you soon.Initial Complaint
07/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Three vitamins/supplements were received melted together in each bottle. I did have an email conversation with "*******" who wanted me to take photos, give him the date of expiration, manufacturer's information, etc.I told him that all he has to do is look at my order and he'll see all the information he needs.He then proceeded to refund me, BUT--The amount of the refund is NOT what I paid. Vitamin A I paid $4.88; he refunded me $4.64 Vitamin D3 I paid $5.21, he refunded me $4.43 and CoQ10 I paid $8.29, he refunded me $7.88.The box was opened within 1/2 HOUR OF WHEN IT WAS DELIVERED.I know it's a small amount of money, but they shorted me $1.43.After being a loyal customer for almost two years, who has spent a LOT of money on their products, I feel that this was wrong to expect me to be satisfied with a lesser amount of refund than what I paid.I opened the bottles and saw that the vitamins and supplement were stuck inside.I want them to refund me THE EXACT AMOUNT I PAID OR SEND THEM TO ME AGAIN AT NO CHARGE.Business response
07/19/2024
Dear Valued Customer,
We are sorry for any confusion and are glad to help. The amount refunded was correct as this is the total amount paid after the discounts were applied to the original price of the items. The total you mentioned you should have paid for each item is before the discounts were added. After the discounts were applied, the refund total is correct.
We hope we have helped with this concern. Should you have any further questions or concerns, please don't hesitate to contact our Customer Support team who is always standing by to help.
Initial Complaint
07/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered vitamins from iHerb on July 11th and was advised my vitamins would be here by July 15th. IHerb used a third party to deliver their vitamins called DHL Commerce. Supposedly my vitamins were delivered July 15th at 11:02 pm. I checked outside as it said my package was delivered outside my door. Long and behold it wasn't there. I checked the picture to see where it had been delivered and all I saw was a grayish black picture which doesn't show where it was delivered. I attempted to reach out to Iherb but they have no customer service number to call so i used the app to mark my package as missing and asked for vitamins to be reshipped out because I never received it. I was advised my request was being reviewed and that it could take 48 hours for a response. We'll my request was denied stating it was delivered and that I needed to look around the neighborhood for it myself..... like who in their right mind would do that when I don't know where to start looking because the picture doesn't give me any information on where to start. IHerb not only took my money but gave me no vitamins. DO NOT ORDER HERE. Your money is not protected.Business response
07/19/2024
Dear Valued Customer,
We never want anyone to have any issues receiving their orders and sincerely apologize for this experience. As a result, we have moved forward with a refund. This was done instead of a reship as we ask you, after the refund, to ensure the correct delivery address information is listed prior to placing another order. Please allow 7-10 business days for the money to appear back in the financial account associated with order payment.
This incident has also been escalated to the appropriate teams for awareness and corrective actions. Again, we sincerely apologize for this experience. Please don't hesitate to contact our Customer Support team and we hope you decide to shop with us again in the near future.
Initial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered on July 10th 2024 was charged for items that they said are in stock. Currently charged me for those products within minutes after charging me I received an email saying that they didn't have those products but they were willing to give me store credit. I went back on the website and I saw that those products still say in stock but they know that they're not in stock so they're stealing people's money selling items they do not have and not refunding people's money but giving them store credit. Who wants credit to a store that rips people off? I want my money. I don't want credit with a dirty companyBusiness response
07/18/2024
Dear Valued Customer,
We are sorry for any confusion and want to help. However, we see order number 931188699 with all items shipped. Are we looking at the wrong order? If so, may you please provide the order number and the items which are missing?
We hope to hear from you soon and are standing by to help.
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
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had ordered "East African **** Butter" from iHerb. I was then delivered the wrong product; what I received was "Organic **** Butter". I had asked for a refund if possible. They told me to keep the product and that I would receive a full refund back to my original form of payment. On June 7th, I only received $0.44 as my refund. I let a week go by to see if the rest would appear, never happened. I contact iHerb today, June 14th, inquiring why I had not received the rest of the refund. I was then told the rest of the money was given back to me as store credit, something I never agreed to when I was asked how I wanted the money back during the initial refund request. iHerb then went on to say I was given the money back in store credit because I "did" receive the right product, it's just a newer version. That is ridiculous. The product I received is NOT what was advertised. The picture on the e-mail invoice CLEARLY shows I ordered East African **** Butter. I had purchased it once earlier this year from them with no problem. They also mentioned that the initial refund was canceled, but I had NEVER received an email or anything about that. I just want my full refund back.Business response
06/14/2024
Dear Valued Customer,
We are sorry for the labeling update the manufacturer made to the product. After contacting the manufacturer, we can verify the product simply received a label update. However, the courtesy refund was provided as store credit to use on your next order which iHerb reserves the right to do. This is available for use immediately and will be applied during checkout automatically. Please be advised, store credit expires is left unused after 60 days.
We are working with our teams to update the product page to reflect the new labeling and this should be updated soon. We apologize for this confusion and wish you the best of health.
Customer response
06/14/2024
Im not entirely sure how this is simply a label change if the butter inside the jar is COMPLETELY different from the East African **** Butter I purchased from iHerb before. Im not entirely sure why Im not receiving a full refund to my original payment after being told I was, with proof at that. Yet, behind the scenes, iHerb canceled my refund with no follow up email. Im also not entirely sure why Im not receiving a full refund after showing proof of what I ordered, and not getting that item. I do not want store credit, I would like a full refund to my original form of payment.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.
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Get a QuoteCustomer Complaints Summary
161 total complaints in the last 3 years.
66 complaints closed in the last 12 months.