Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a subscription and added 11 items to it. I received a message that I needed to update the credit card.I contacted customer service on December 22nd to ask them how I could update the credit card for the existing subscription. They informed me that the only way to do that was to add a credit card when adding something to the cart to buy something. I followed their directions and added a new product to my cart and added my card and indicated I wanted to save it. I then exited the cart and was told to go to each of the 11 individual product subscriptions and update the card (they provided no way to update just the overall subscription). When I tried to update the card for each of the subscriptions, the option was greyed out. **************** escalated it to their technical team on December 22. I followed up on December 27 and December 30. **************** responded on December 31 that their technical team had not responded to them, and they escalated it to their development team. I followed up on January 2nd and have not received a response. I understand that there were two holidays, but the business needs to resolve this issue and update their website so that customers can easily add their credit cards to the payment section of their website without going through the process of purchasing something to add a card. They also need to allow customers to update the card on their overall subscription rather than having to update the card for each of the products. Additionally, customer service should be able to update the card on their end or set up a new subscription and add the card themselves over the phone. This company has overcomplicated the purchase process and should look at their competitors purchasing process so that they can improve their customers' experience.

  

  Business Response

  Date: 01/07/2025

  Dear Valued Customer,

  We apologize for this experience and are actively working to enhancing this part of the Autoship and Save customer experience. This is a priority of ours and we do apologize for this. 

  To update the payment method for any subscription, you have to add a card in the checkout process and choose to save it. After doing so, you should be able to update it as mentioned in your complaint. We understand this is not a desired experience and promise it is a top priority for us.

  If you have any further questions or concerns, please don't hesitate to contact our Customer Support team.

  Customer Answer

  Date: 01/07/2025

  The business did not address the complaint. As referenced in the original complaint, I submitted a help desk ticket because their instructions to add a payment in the checkout and save it, then navigate to the subscription to update the payment didn't work. I added a payment method and saved it but the option to update the payment in the subscription was greyed out and wouldn't let me edit it, as seen in the screenshot and the help desk ticket conversation that I attached to my original BBB complaint. Additionally, the payment method I added and saved is listed as pending in the My Payments section on their website. **************** has not been able to explain why the option to update the payment was greyed out and uneditable in the subscription section nor why my payment method I added is listed as pending. **************** said their technical team had not responded to them and that they escalated it to their development team. I have not received an update on the help desk ticket in a while and want both of these issues resolved so that I can complete the purchase. 

  

  Business Response

  Date: 01/08/2025

  Dear Valued Customer,

  Thank you for your patience in this matter. If the Update Payment button is greyed out, it may be because the payment for your new order, which remains pending, wasn't successful. If this is the case, we recommend updating your payment for the most recent order then cancelling any subscription which you want to use a new payment method for. After doing so, place an order for the items using the desired payment method and opt to make them a subscription. This should resolve the issue.

   

   

  Customer Answer

  Date: 01/18/2025

  
  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. I was able to follow these directions, and the system accepted my payment, and the subscription is now active.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ********* $55.91 Dec. 17, 24 Everything I ordered stated fragrance free when all of it has a strong odor. Not good for smell allergies. Please label your products accurately.Please refund thank you

  

  Business Response

  Date: 01/09/2025

  Dear Valued Customer,

   

  We are sorry to hear of any issues. There are 4 products out of the 6 that are labeled as fragrance free. Are you hoping to get a refund for those 4 products? 

  We are standing by to help and hope to hear from you soon.

• Initial Complaint

  Date:12/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding an order placed December 11 that was specifically ordered as a Christmas gift.The corporate office of iHerb has been notified numerous times of the horrendous customer service. I am a disabled person in this horrendous. **************** affects me and my health much worse than others. Unfortunately the corporate office has failed to take my disability seriously and continues to provide useless customer service thats very stressful to everyone.On December 11, I placed an order for a Christmas gift and continue to track the order routinely because it was urgent that I get the package right away. The tracking kept stating that it would be delivered today meaning last Friday. I waited all day for it, but it was never delivered. Then it stated it would be delivered Saturday. I waited all day no package. The same thing happened with Sunday and I stayed at home again on Monday waiting for the package because it said it would be delivered today. After much flight to get a chat representative online I spoke with ***** and all he did is give me the runaround and read me the tracking number but made no attempt whatsoever to resolve the issue. My stress level is very high and I do not have the package. ***** has gone for for the day and he rudely disconnect the chat. Not only do I not have my package at this time, but I was mistreated by your customer care that you have been informed of numerous times. ***** disconnected me. He failed to make any attempt whatsoever to resolve the issue and simply disconnected me. I have purchased over 500 orders from your company and I dont deserve this mistreatment . unfortunately, I have to sacrifice my health battling to get the very order that I paid for because your customer service is horrendous and youve done nothing to fix the issue. I suspect youll take weeks to even respond to this complaint as you have in the past and then simply read the tracking number.

  

  Business Response

  Date: 01/09/2025

  Dear Valued Customer,

  
  We are sorry to hear of any issues and, after investigating further, see that the order was still delivered within the estimated delivery period provided. We are always working on enhancing every aspect of our operations and this includes logistics. 

  If you have any other questions or concerns, please don't hesitate to contact our Customer Support team who is always standing by to help.

  Customer Answer

  Date: 01/09/2025

  The issue occurred three weeks ago. I am now receiving a response.

  your company has been notified six different times of my disability, and the fact that the lack of appropriate customer service is very damaging to me and very stressful for all customers. Nothing has been done about it.

  The robot customer service is not effective and very frustrating for all of us, especially those that are elderly and disabled. However, your company has been notified of this by myself six different times and nothing has been done.

  its extremely difficult to get a live human and when you do, they speak robotically. Although the last one I spoke to did take the time to listen, however that was the rare exception.

  Because there was not effective customer service, I had to spend three hours on the phone with ***** because your agents were too lazy to do their job. It wouldve taken them five minutes to call the hub and save me three hours of stressful calling. They had the ability to save me the three hours, but instead chose to put it on me, knowing that Im disabled and this was damaging to my health.
  

  when this was occurring, I filed a Better Business Bureau complaint however it sat there for three weeks and was not answered until three weeks after the package was delivered

  I have been a customer for many years. In fact Ive placed over 500 orders using my small disability check and I mistreated by your company who Ive let no six different times that Im disabled and the lack of customer service is very hard on me.

  all Ive received from your department is robotic useless answers and of course it has to happen three weeks after the complaint was filed rather than taking five minutes to resolve the issue when it actually occurred

   

  

  Business Response

  Date: 01/09/2025

  Dear Valued Customer,

  Again, we sincerely apologize for any inconvenience you encountered and promise that we are focused on providing the best shopping and support experiences around. Our efforts on constant improvement will remain a key part of our vision for iHerb and our growing iHerb family around the world.

  We promise you any order issues are rare and we hope that you decide to give us another chance in the future.

  Please do not hesitate to contact our Customer Support team if needing any further help and we wish you a prosperous 2025.

  Customer Answer

  Date: 01/18/2025

  Once again they waited 3 weeks to respond to my complaint. They did zero to actually resolve the issue. While I am disabled I had to spend hours on the phone with *** Ex because their customer service was too lazy to make a 5 minute call. The I Herb corporate office is well aware of my disability and their ineffective and chat not customer service adds substantial stress to all customers but especially me with a disability. I have placed over 500 orders and they continue to ignore all customers complaints about getting rid of the chat bots and the rude customer service thats ineffective 

  To add to matter, Nothing was resolved. I only received useless robotic words from the corporate office with lies about the improvements in customer service. Its actually not better at all.

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a few bottles of probiotics from iHerb on 10/28/2024 at the amount of $165. Upon arrival of the product, I opened the cap of one of them and realized the paper sealing the bottle was broken. And I noticed other suspicious things about these 3 bottles. I ordered this product from the manufacturer previously and the appearance of the capsules, the writings inside the bottle caps were all different from the original. The expiration date was also within the 6 months. The ones I get from the original manufactures are usually 2 yrs from my purchase date. I contacted iHerb, and wanted to return the bottles and requested refund. I provided pictures of everything I described above. They declined my request, did not even give me a chance to talk to anyone. The case closed. So I contacted my credit company and sought remedy through them. I am still waiting for the results for the dispute case. However, iHerb closed my account after seeing the dispute, I am assuming. I cannot even see the details of purchase I made on 10/28/2024, I spent $750 on supplements that day in one order and this is the treatment I get. They did not honor my return and refund request, and then they closed my online account. I need to access my receipts for my purchases.

  

  Business Response

  Date: 12/11/2024

  Dear Valued Customer,

  Chargebacks actually prevent us from providing any compensation. Please contact our Customer Support team who may assist you further and who is standing by to help. 

   

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a product (Bone Broth- beef by Left Coast) from iHerb. This has a white label. I was sent the wrong product. The product iHerb sent was Collegan peptides + Bone broth powder by left coast. This has a purple and black label. These are 2 entirely different products. They are 2 different products on their website as well. The one I ordered has one ingredient: 100% bone broth. The one they sent has 2 ingredients of collagen peptides and bone broth. When I requested the incorrect product be returned, they declined my request stating that its a label issue and have made changed to their website.. I requested the return 3x. They keep declining. I then 3 weeks later requested a refund. They declined this also stating that its a label issue. Either way iHerb has sent me the WRONG item and refuse to either replace with the correct item of Bone Broth - BEEF, or refund me my money. I have the right to receive the correct item that I payed for or at least be refunded.

  

  Business Response

  Date: 12/10/2024

  Dear Valued Customer,

  We sincerely apologize for this experience. Although it appears to be a label change and possible product change from the manufacturer, we have moved forward with a refund for the item. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.

  We are always working to enhance every aspect of the shopping and support experience. We will continue this focus on excellence and, once again, apologize for any inconvenience.

  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.

  Customer Answer

  Date: 12/12/2024

  
  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

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  iHerb are dishonest! I requested to cancel my orders on Sunday, just hours after placing them, because I forgot to add some items. However, they marked the orders as "shipped," which feels like a complete scam. The orders are not actually shippedonly the labels were created. They havent even booked a collection yet but are claiming the items have been collected.Theyre telling me I need to reject the orders so they can pocket the markup on the *** delivery. I just spoke to *** and emailed iHerb, but they barely respond with anything other than templated messages. There's no real way to contact them directly. Theyre lying and seem to have no shame.

  

  Business Response

  Date: 12/10/2024

  Dear Valued Customer,

  We are sorry of hearing about any issues with your orders. Most orders are fulfilled and shipped within an hour of being placed to ensure they are delivered as quickly as possible. Once an order has shipped, we cannot cancel it. Your orders have been shipped, hence, we are unable to cancel as requested.

  Please be advised that rejecting the orders may result in the carrier disposing of the orders as they see fit. If this occurs, we will be unable to grant any compensation. We suggest having your orders delivered and then contacting us to start the return process.Once we receive your items back into our warehouse system in their original condition, we can then move forward with compensation.

  We hope we have helped and please don't hesitate to contact our Customer Support team should you have any questions or concerns.

• Initial Complaint

  Date:12/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Items ordered on 11-30-24 Box received on 12-4-24. Items were damaged and leaking everywhere. Iherb has no way to speak to a human and all I could communicate with was a BOT. This is a very serious Health and Safety problem to send items all thrown in a box. I asked via an email to be able to escalate the complaint and speak to a supervisor. I wanted the same items sent and they refused. I had Red stain/seasoning everywhere. Kinder Sauce clearly open and sticky on everything. Iherb has no regards to their customer. They wanted to refund the money and have that be the end of it.If I wanted same items I needed to reorder. This needs to be seen by the company President or Corporate. This is a Health and Safety Violation (Email I sent 12-5-24)Dear IHerb/Superviisor There seems to be a misunderstanding regarding my recent communication about damaged items (order 933528942)I appreciate your efforts to resolve the issue, but a full refund wasn't my primary ********** main concern was the unusable state of the entire order due to contamination from leaking **** *** and the sticky mess the leaking Kinder sauce caused and also a hair dye product that has also possibly leaked and contaminated everything. While I understand the inconvenience caused, replacing just the broken **** *** and ******** sauce wouldn't address the contamination of other food items and the serious health and safety concern which can not be ********** original request was to:Escalate this issue to a supervisor.Receive a replacement order for the entire order (same items) packed correctly.Compensation for the significant inconvenience caused by the mess.Since the order was for a Christmas party approaching soon, a replacement as soon as possible would be greatly appreciated.I apologize if my previous communication wasn't clear. I understand you processed a full refund already,but this was not requested.I would prefer the replacement order and compensation for the inconvenience.

  

  Business Response

  Date: 12/09/2024

  Dear Valued Customer,

  We apologize for the damages as this is never desired. Thank you as well for providing the order number along with your review. Unfortunately, the refund has already been granted, as well as, Rewards Credit (store credit) and a discount code to be used on another order. We encourage you to take advantage of the additional compensation on another order if you have not done so already.

  Again, we apologize for the damaged order and promise we are focused on enhancing every aspect of our operations. We also monitor all of our shipping partners to prevent incidents such as this from occurring. However, from time to time, such things may happen. 

  A reship will not be granted since the refund and additional compensation has already been granted for this order. 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

  Date:12/03/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* *****. My order number is *********. My email is ********************* My address is **************************************************. I reached out to customer service several times with no resolution to my issue. I also even requested a manager assistance and no manager reached out to me regarding my package. The level of poor customer service and care is extremely unacceptable, unprofessional and very concerning. My package was marked as delivered by the shipping partner ***. Upon reviewing the email I saw the image uploaded and that is not my building. That is not my door. I have no clue on where my package was delivered to. My order is missing and I never received my package. I reached out to the shipping partner *** and they were unable to reach the driver to locate my package. I emailed and started a chat with IHERB customer service and no one was able to assist and I even requested a manager and none responded nor reached out to me. At this point this is my last resort for some sort of resolution. I need my refund back to my original payment method at this point and someone on the corporate level to reach out to me and assist! I have enclosed a picture of my door, the email confirmation from IHERB and a email from the carrier. Please keep in mind the shipping partner can not refund me for my missing package as Im not the shipper of this parcel.

  

  Business Response

  Date: 12/03/2024

  Dear Valued Customer,

  We are sorry for this inconvenience and have moved forward with providing a refund for the order. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. If you do decide to place another order, prior to placing it, you may want to check the accuracy of the delivery address or arrange to get it delivered elsewhere as this is a one-time only courtesy.

  It has been a pleasure assisting you. Please don't hesitate to contact our Customer Support team if you have any further questions or concerns and we wish you the best of health.

  Customer Answer

  Date: 12/03/2024

  
  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

  Date:12/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two bottles of seabucktrhon oil from iherb. The box arrived damaged with two broken bottles. Iherb asked me to send photos which I did. The glass so so much I even cut myself trying to open it and take photos. Now they are asking me to pay to refund this damage and that is not acceptable. I am very disappointed in iherb service and feel its too outsourced. I have cuts from the broken glass and while I am happy to return the box, I am due a prepaid label as the box is damaged. ***************************************************************************************************************** I am hoping by filing this I can get the attention of a is based supervisor. I am also planning on reporting this to the ********************** and *******

  

  Business Response

  Date: 12/02/2024

  Dear Value Customer,

  We apologize for what you have reported in your complaint and thank you for providing the order number. We have moved forward with a full refund for the items. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.

  Again, we are sorry for what you have experienced and hope that this refund shows how much we care. Please don't hesitate to contact our Customer Support team if you have any questions or concerns and we wish you the best of health.

  Customer Answer

  Date: 12/02/2024

  
  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.
  
  

  Can I throw out the damaged items? 
  Regards,
  
  ***** ****
  
   

  
  

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 glass jars of Pines Alfalfa tablets that were on sale. They arrived quickly, but whoever packed them did not bother to protect the glass. There was only 1 piece of brown paper on top of all 3 jars. They didn't even try to pack them properly. One jar shattered. I would like a refund for that jar. And it totally ***** that Iherb doesn't have a phone # to reach someone. Their complaint page is terrible.

  

  Business Response

  Date: 12/02/2024

  Dear Valued Customer,

  We are sorry for the damaged item and want to help. However, we need the order number in order for us to do so. May you please provide that in an updated version of this complaint? Once received, we will gladly expedite this issue.

  We are standing by to help and hope to hear back from you soon.