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:11/27/2024

  Type:Service or Repair 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 addressed a matter of concern previously as it relates to a purchase I made Source Naturals Elan Vital Multiple as when they are on sale I receive exp. 11/25 which I am not interested in and when not on sale for only a few dollars more I receive exp 03/27. It was ignored. I contacted the company speaking to Akshay the other day who said it would be handled after speaking to his logistics team about order no. ********* which it wasn't. I addressed the matter again with IHerb and the second individual was of no help. The third individual being ****** was of help as a refund has been requested for this order which is still lost even though it was ordered 11/21 and should have been delivered along with two credits for a future purchase which I did not see. I attempted to speak to someone from the company on their company's chat line which everyone is allowed to do concerning my purchase yesterday and to make sure this item will be shipped properly order no. ********* and was unable as it appears correctly IHerb has blocked me from their chat line, inappropriately. The refund has not been approved nor received. I would like to know why I have been blocked from the chat line as I have never, ever received a response from someone with the company to my email. Please, allow me to say in addition **** *** with *** their shipper said they should have received my package 11/22

  

  Business Response

  Date: 11/27/2024

  Dear Valued Customer,

  We are sorry to hear of any issues and we want to help. However, we just want to understand exactly what occurred. Was there an issue with both orders or just one? If so, may you please clarify this and what exactly occurred? Once we understand everything, we will gladly expedite this matter in an effort to help you.

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

• Initial Complaint

  Date:11/21/2024

  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.

  Transaction ID *********************************************************, LLC ************ ***************************** Invoice ID *********** Purchase details Purchase amount $42.20 Total The treatment I recieved from this company was horrible. The customer service **** Akshay, kept changing his story. He wanted a photo sent of the razors. I didn't know how to send it. He said he'd help me send it, but didn't. I explained I am 71 years old and did not know how to do it.Finally, I was told I'd get the replacemet for the (2) items. Your reship has been created with confirmation number RA11240004509119.Then I was contacted by another customer service **** *******, who insulted me for no reason and told me I was not getting the replacements due to too many complaints. I only contact them if there is a problem with my order and believe me their have been a few. All I want is what was promised me. Not only am I not getting the (2) replacements, I am not getting a refund either.This whole order was a replacement, as I never received the original order. You can check the tracking. No one attempted to redeliver it, so a new one had to be sent?This has made me not ever want to purchase another item from them again.I am very upset by the treatment I have received from this company. I also resent the fact that I have been accused of something I didn't do. I can afford the items I ordered, or I would not have placed the order.None of this was my fault!

  

  Business Response

  Date: 11/22/2024

  Dear Valued Customer,

  We regret to hear of any issues and thank you for providing the order information we needed to review everything. There appears to have been a misunderstanding that we are glad to clarify. The refund for the damaged items was provided. However, all future claims of any issues will require the return of the items or order prior to any compensation being granted. This is due to multiple claims of issues.

  Regardless, please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. If you have any further questions or concerns, please don't hesitate to contact our Customer Support team.

  We wish you the best of health.

  Customer Answer

  Date: 11/22/2024

  
  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:11/07/2024

  Type:Customer Service 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.

  Recently, I ordered 10 boxes of Organic Imagine Vegan Wild Mushroom Gravy from iHerb, but opened a box of the product for the first time, yesterday. The so-called mushroom gravy was thick and brownish, but tasted like thickened salt water with no trace of mushroom flavor. I tried to register a complaint on the iHerb website, but to do that, I was required to sign in and to waive certain rights. The company has a phone number listed online, but, when called, the automated system says there is no phone service for customers and to use the form on the website. Please, could you assist me in obtaining a refund? Because of disability, I am unable to return the unused boxes, unless a self-addressed and stamped container is sent to me. Thank you very much.

  

  Business Response

  Date: 11/07/2024

  Dear Valued Customer,

  We are sorry to hear that you didn't like the product you ordered. Accordingly, we 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.

  We offer 24/7 email support with our agents, live chat during the available posted hours, and a Virtual Assistant which can answer the more common questions. To contact us, simply go to our **************** page and select 'Write a message'. After completing and submitting the form, an agent will respond in a few short hours to assist you further.

  We hope we have helped, thank you for shopping with us, and wish you the best of health.

  Customer Answer

  Date: 11/09/2024

  
  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

  Date:11/06/2024

  Type:Delivery 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.

  They want me to create an account which I will not do because they also say I can check out as a guest. So I'm going in circles with the ChatBox and I cannot find a number to speak to a real person.I either want the items to be shipped to me again or I want a refund.The order number and the tracking number are on the attached documents.

  

  Business Response

  Date: 11/07/2024

  Dear Valued Customer,

  We apologize for any issues you experienced and thank you for providing the order number so that we may reference your order. It appears that you successfully placed your order using Guest Checkout. What exact issue did you encounter so that we may help you further? Once more information is provided, we will gladly expedite this matter.

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

  Customer Answer

  Date: 11/07/2024

  I tried countless times to find out whether I could still get my order but I was going in circles because you have set it up that nothing can be done unless I create an account with you -- and I am not doing.

  I could not get the information I needed to find out what happened with the delivery company but I still want the products I have paid for.

  

  Business Response

  Date: 11/07/2024

  Dear Valued Customer,

  
  We are sorry to hear this and thank you for providing more information regarding the issue. Since the carrier stated in their tracking that they had an exception and needed more information in order to complete your delivery, arranging another delivery which could potentially encounter the same issue is unfeasible. Instead, we have moved forward with providing a full refund for your order. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.

  Again, we sincerely apologize for the issue with delivery. If something like this ever occurs with any company in the future, we recommend contacting the carrier as advised in their tracking notifications to help arrange delivery.

  We hope this refund shows how much we care and we wish you the best of health.

  Customer Answer

  Date: 11/29/2024

  
  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:11/04/2024

  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 the order (#*********) on Oct 2, 2024, total of $243.11. The company did not try to solve my problems. I didn't receive the package that claimed as delivered. I checked around all the possible places and asked all the neighbor still can not find it. I contacted them multiple times, they refuse to refund me. I paid for something that I didn't receive. Worst company ever.

  

  Business Response

  Date: 11/05/2024

  Dear Valued Customer,

  Due to account activity which has caused concerns, we advise you to contact our Customer Support team for further help. 

  Thank you and we wish you the best of health.

• Initial Complaint

  Date:10/22/2024

  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.

  Seeking a refund from iHerb, LLC for Order # ********* totaling $104.20 as I did not receive any of the items I ordered. The automated chat and refund system provided misleading information when I attempted to request a refund. Despite uploading photographic evidence, my refund request was denied due to stringent requirements for photo evidence. These requirements included uploading high-resolution images of the incorrect item received next to the box and shipping label which only made known to me after my refund was denied. Attempting to speak to live representatives resulted in long wait times and unhelpful responses, including being told to return items I never received for a full ********* is important to be aware of your rights under federal and state laws, which legally require companies to refund customers for items they did not receive. Additionally, in the case of receiving the wrong item, companies cannot withhold payment while customers incur expenses and lose time rectifying the mistake. These laws exist to protect customers from bearing the burden of a company's ********* summary, iHerb's automated system for filing refund requests for incorrect items is misleading and lacks detailed instructions. Refunds are rejected for failing to meet strict photographic evidence requirements that are not provided until after the refund is denied. Contacting live agents is challenging, and if successful, customers are forced to return items they never received at their own expense due to the company's mistakes.

  

  Business Response

  Date: 10/30/2024

  Dear Valued Customer,

  Our Customer Support team has provided a return label and has asked that the entire order be returned in it's original condition in order to receive a refund. We have checks and measures in place to ensure items are fulfilled and shipped accurately. If needing any further support, please don't hesitate to contact our Customer Support team.

• Initial Complaint

  Date:10/20/2024

  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.

  Order #********* Placed on October 15, 2024 Total: $139.23?Physicians Formula, The Gold Vault, 24-Karat Gold Collagen Face Palette, 1 Palette total 2 were broken in pieces Item total: $34.40?Gold Bond, Ultimate, Daily Therapy Cream, Rough & Bumpy Skin, Fragrance Free, 8 oz (226 g)Unit price: $12.08 lid missing not sealed leaking California Gold Nutrition, **************************************************** 16 fl oz (473 ml)Unit price: $6.61? leaking oily mess into box Palladio, Liquid Eyeliner, Bronze ELLS265, 0.13 fl oz (3.8 ml)Unit price: $5.50? box cut open and product at bottom of box I have submitted numerous pics, via website, my refund request was denied Please refund $139.23 Thank you

  

  Business Response

  Date: 11/19/2024

  Dear Valued Customer,

  We are sorry to hear of any issues with your order. We have moved forward with refunding you for the damaged items mentioned in your complaint. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.

  Please don't hesitate to contact our Customer Support team should you have any further questions and we hope the refund for the damaged items shows how much we care.

  Customer Answer

  Date: 11/23/2024

  
  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:10/17/2024

  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 the wrong type of ********* from IHerb. The product that I ordered is ********* from a fish source and I need ********* that is non-fish source. I have been trying to return the incorrect product for two weeks. There website is glitchy or just dysfunctional. When I click the link to send an email, a webpage pop *** asking me to set up an account. When I included my email address, I keep getting recaptcha errors. I tried there so-called live chat, but there is no live chat. It's a bot. The options to select don't address the issue. IHerb said that it has no phone number and any phone numbers listed for them are a scam. There is another function where you click on a button to prove you are a human only to get error messages. When I click on the button to say what went wrong, it closes before I can even write anything. This is beyond frustrating. I believe the website is intentionally glitchy so customers can get frustrated and just go away. I mistakenly selected the wrong product and was hoping to exchange it. Now, I just want a refund and will never order from IHerb again.

  

  Business Response

  Date: 10/18/2024

  Dear Valued Customer,

  We are sorry for this matter and 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. You may dispose of the unwanted item as you see fit as there is no need to return it. We hope this refund shows how much we care.

  Also, any error you experience was unintentional as we do want to help our customers. We will keep an eye out for other reports of this experience but haven't received those yet. Regardless, we hope we have helped.

  Thank you for shopping with us and we wish you the best of health.

  Customer Answer

  Date: 10/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22435453, 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,
  
  Karen Mcmillan
  
   
  

• Initial Complaint

  Date:10/16/2024

  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.

  On July 30, 2024, we placed an online order for Nature's Bounty, Melatonin, Twin Pack, 10 mg. for my husband ***** from iHerb. The subtotal was $22.74 + 5.00 + 1.94 tax = $29.68. I did NOT create an account with this company. You can order as a guest. I prefer to not create an account until I size up a company's credibility. About as quickly as I hit the order button, I realized that my husband needs "quick-release" Melatonin tablets. I immediately tried to cancel the order, but the Chat Bot was not helpful at all. It wanted to know my "account number". There was no account number because I did not create an account. I provided my Order #********* but they conveniently indicated they could not help me without an account number. NOWHERE on their website did I see any restrictions laid out about such a crazy policy! I would never have ordered from them had I known that. It was when I began reading reviews on their site that I saw where others said the company made it nearly impossible to return items. iHerb grabbed my money and expedited the box to my home the next day. I did NOT ask for that. Most companies offer a cancellation policy if you realize a mistake like that and let them know right away! I found a phone #************, but they tell you to go online for customer service. And that creates a convenient "loop" for them because I don't have an "account" with them, they act like they can't help me. The box is sitting here still unopened. I would like to get my money back in exchange for returning this product.

  

  Business Response

  Date: 10/18/2024

  Dear Valued Customer,

  We are happy to assist you and apologize for the experience you reported. Next time, providing an order number should help this situation. Regardless, we have moved forward with providing 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. There is no need to return the product and you may dispose of it as you see fit.

  Please do not hesitate to contact our Customer Support team should you have any further questions. To do so, simply go to our **************** page and select 'Write a message'. After completing the form, a trained agent will respond in a few hours to assist you further.

  We hope we have helped, apologize for any inconvenience, and wish you the best of health!

• Initial Complaint

  Date:10/08/2024

  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.

  Note that this is not a complaint about postal service; it's a complaint about iHerb's response to a re-ship request. I ordered a number of items from iHerb during a recent sale (28% off). iHerb shipped it quickly but the carrier lost the package on Thurs Sept 26; it didnt move after that point and the carrier confirmed by Mon Sept 30 that it was lost, and that iHerb would need to file a claim. I spent the entire following week trying repeatedly to get iHerb to re-ship the package before any items ran out, but I couldnt get any customer service from them; I just received repeated scripted and useless responses. There is no way to contact anyone at the company except via email and then they just send canned responses asking for more time. Every day. When I finally got assistance 11 or 12 days after the package was lost, they ran out of stock of one of the items on the same day that they finally reshipped the order, as Id predicted. They refunded me for the out-of-stock item without contacting me to ask me what I wanted to do I did not want it refunded, I wanted the entire order shipped when the item is back in stock (it says it will be restocked in 2 days). The refund doesnt help me replace it; it was ordered at a discount so I would now have to pay 28% more to re-order it. I will also now need to pay for an additional package to be held at my package receiving facility and probably make an additional trip to the **** from ****** to pick it up. I would like iHerb to provide sufficient store credit to allow me to repurchase the item at the original price and cover my additional package fee, etc. This issue was created by iHerb's delay; all of the items were in stock throughout the entire previous week, when I couldn't get anyone to address the problem and re-ship the order.

  

  Business Response

  Date: 10/17/2024

  Dear Valued Customer,

  We sincerely apologize for this experience and have moved ahead with reshipping the items to you. However, regarding the one item which was out of stock, we suggest contacting our Customer Support team for further help here. To do so, simply go to our **************** page and select 'Write a message'. After doing so, a trained agent will respond shortly to assist you further.

  You should have received a notification regarding the reshipping of the items on a new order. If needing any further assistance, as mentioned above, please don't hesitate to contact us.

  Customer Answer

  Date: 10/18/2024

  I have already emailed customer service twice about this issue.  They have not responded, at all.  That is the why I filed this complaint in the first place.  Your customer service is horrible, literally the worst I've ever encountered.  Note that when my package was lost, I emailed every day asking customer service to re-ship my lost order before they ran out of stock on anything, and they waited over a week before providing any meaningful response or re-shipping my order.  Had they re-shipped promptly, the items were all in stock.  Had they waited an extra day, the item was BACK in stock.  They shipped essentially on the ONLY day that the item was out of stock, and now I cannot repurchase it at the price I paid.  I am literally just asking for an account credit in the amount of $15 - this will cover the difference between the price I paid and the current price, and I can then just re-purchase the item.  

  

  Business Response

  Date: 10/21/2024

  Dear Valued Customer,

  We are glad to assist you further. When placing an order for desired item which was out of stock, simply contact our Customer Support team and ask them to apply this discount. You will then have the price honored. This should resolve the issue! 

  Please note, we provide live chat support during the available posted hours and we also provide a 24/7 email support. Live chat support should assist you in an expedited manner, however.

  Our Customer Support team is standing by to assist you further and we wish you the best of health!