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:09/29/2024

  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.

  Hello, I returned part of my order using the shipping label provided. According to the tracking, the goods were delivered to the recipient's warehouse, but the company refused to refund me for some unknown reason.

  

  Business Response

  Date: 09/30/2024

  Dear Valued Customer,

  We are sorry for any issues. We can see that two items were refunded. Was there more you were returning? Which were all the items you were returning? We hope to hear back from you soon so that we may assist you further.

  Customer Answer

  Date: 10/01/2024

  Hello, I received a package, and several items were missing. I reported this, and I was refunded for those items. Later, within the timeframe ive decided to send the rest of the order. However, I have not been refunded for the returned package.
  ????
  

  
  

  

  Business Response

  Date: 10/01/2024

  Dear Valued Customer,

  We are happy to help. Unfortunately, we are unable to provide any reimbursement for items or orders until they have been received, checked, and put back into our inventory system. This may take an undetermined period of time due to several factors. However, if and when we do receive these items in their original condition and have checked them back into our system if applicable, then we may move forward with comepnsation.

  We hope we have cleared up any confusion and wish you the best of health.

  Customer Answer

  Date: 10/22/2024

  Good day! I sent the package with the label I received via email. Im sorry, but its not my problem that they couldnt find the package. Due to the high volume of orders and great deals, they might have mistakenly not refunded me.

  though at first they agreed they received the package 

  
  

• Initial Complaint

  Date:09/26/2024

  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 am trying to contact this company for help with a damaged order but they make it very difficult to contact them. I dont have an account. I ordered as a guest. They are denying my refund but give me no reason for it. Im not digging through a box of broken glass and risk cutting myself to take more detailed photos and I shouldnt have to. Im glad iherb is doing well but the goof service they once had seems long gone. Here is their replies to me , attached. I just want a refund and an apology.

  

  Business Response

  Date: 09/26/2024

  Dear Valued Customer,

  We are sorry that you received damaged items and have moved forward with a refund for the items damaged in the photo. 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 or concerns and we wish you the best of health.

  Customer Answer

  Date: 09/27/2024

  ******** is acting like a jerk. You are not above the law.  The chia is also damaged. I can send another picture if needed

   

  the stevia is missing from the bow completely.   It weighs thr same amount as paper so please dont tell me it was in the box. Its not

   

  i looked all through the box and found I cut my hands with the broken glass.  
  

  I am due a full refund,  no less. I look forward to your reply. 

  

  Business Response

  Date: 09/30/2024

  Dear Valued Customer,

  We are sorry for any issues and have moved forward with a refund for the rest of your items. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. Our teams are investigating to see what may have occurred with your order and we apologize for any inconvenience. 

  If needing any help, please contact our Customer Support team who is always standing by to help.

• Initial Complaint

  Date:09/23/2024

  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 never received my order. I have tried to call numerous times and they have no option for customer service. I ordered in the past from them and received my order.

  

  Business Response

  Date: 09/24/2024

  Dear Valued Customer,

  We are sorry to hear of any issues and thank you providing the email associated with the iHerb account so we may reference your order. After looking into it, the carrier is claiming they delivered your order. Have you not received it? 

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

• Initial Complaint

  Date:09/21/2024

  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.

  I want to start this off by saying I have been a loyal customer of ********************** for a few years, never having any trouble in the past- Ordering and delivery a seamless process, free delivery for orders over $25. So I was always willing to work with them and give them the benefit of the doubt if there was a snag. However, that has all changed within the last 6 months as not only have they increased the free delivery to $35 minimum spend but the service has become non existent. I made a purchase with Iherb on August 28th ************************************************************************************** 2-3 days. By day 5 I still had not received my order, and it showed it was still at the warehouse. (Previous to this I had placed an order with them as a guest, and my order cancelled with no communication about it, so after a week or so passed and no order arrived, I contacted them only to find out they had cancelled my order unbeknownst to me. So this current issue was just another example of the lack of service they are providing). Iherb was going to reissue the current order to reship to me, and then a day or so later I received my order with each of the 3 items I ordered, completely damaged. The packages of each product looked like they had been poorly handled, smashed in, and tampered with. Iherb then refused to offer me a full refund for my $35.92, without first demanding I spend more of my hard earned money and valuable time, to send back their defective mishandled products! I sent several emails and told them I would never have bought the products like that in the store if I had the choice, they didn't care.I sent them pictures, they are well aware of how the items looked like when I received the ************ I said it wouldn't be a big deal, but I feel this company has charged more to offer less, and will keep doing it to customers, which is a shame.I am asking for a fair complete refund and for this company to implement better practices.

  

  Business Response

  Date: 09/23/2024

  Dear Valued Customer,

  We never want anyone to have the experience you reported and have moved forward with a refund. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. Please note, if you have open up any disputes with your bank or card issuer, this will actually prevent the refund from processing. If you have done this, we kindly suggest you please close the dispute.

  Please don't hesitate to contact our Customer Support team should you have any further questions and we wish you the best of health.

• Initial Complaint

  Date:09/18/2024

  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.

  Placed on August 24, 2024 Order #********* $115.98 I have contacted you several times & get ignored.The whole order was a nightmare.**** butter was rancid growing white mold the shampoo was melted/leaky. Hand cream jar was open & leaking. All makeup made in ****** not disclosed on website.The whole order is not usable. Please refund. Thank you

  

  Business Response

  Date: 09/18/2024

  Dear Valued Customer,

  We never want anyone to have this experience and apologize for this. The order has been refunded and we kindly request that you allow 7-10 business days for the funds to appear back in the financial account associated with order payment. Should you have any further questions or concerns, please don't hesitate to contact our Customer Support team.

  We hope this refund shows how much we care and that you decide to give us another chance in the future.

  Customer Answer

  Date: 09/20/2024

  
  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:09/15/2024

  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.

  Hi ordered three same items from iHerb and never received the products. *** Delivery shows the products still in ************. I ordered the items on August 21 and paid with my credit card. I cannot reach iHerb by phone. There is no phone number on their website. I emailed them and received no response. I would like a full refund.

  

  Business Response

  Date: 09/16/2024

  Dear Valued Customer,

  We are sorry about this experience and never want anyone to have issues receiving their orders. Accordingly, we have moved forward with providing a refund for your order. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. It appears the carrier is working to deliver your order but mentioned in their tracking that, due to transit issues unforeseen, your order will be delivered late. Your orders tracking information may be found here: ****************************************************************************************** .

  You may also contact the local carrier to find out more. When your order is delivered, please consider it complimentary for your trouble. Due to the expanding scope of our global business, it is more efficient to only provide Customer Support either by live chat (during the available posted hours), 24/7 email support, or through our Virtual Assistant. To take advantage of any of these Customer Support options, please go to our **************** page.

  We hope we have helped and, again, apologize for any issues. Our Customer Support team is standing by to help further if needed and we wish you the best of health.

• Initial Complaint

  Date:08/28/2024

  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 made several orders on iherb site with values credit card belonged to me. Apparently for one payment Iherb didn't get confirmation from credit company ****** due to communication glitch. As a result my account were blocked for all king of payments including ****** and ****** pay despite that all payments are approved by credit company and all attempts turn for customer support resulted with nothing. The situation is absolutely ridiculous and extremely annoying. So called customer supporting proposed no solution but to ask credit company for authorization number for certain order. I did it twice but they said that the numbers I provided didn't match to their records. No other way of verification - of what? Was proposed.

  

  Business Response

  Date: 08/29/2024

  Dear Valued Customer,

  We are sorry to hear of any issues. A prompt was sent to you to update/verify your payment method for your order. Please follow the instructions in the email so that your order doesn't get cancelled. Account security, customer safety, and privacy are our highest concerns and this allows us to keep customers safe. We appreciate your understanding.

   

  If we have misunderstood the nature of this complaint, we look forward to your response which may help clear up any confusion.

  Customer Answer

  Date: 08/29/2024

  I didn't get any mail from the iherb and they auto reject any orders from be by any payment means including ****** two different cards, ****** and ****** Pay. The whole issue in entirely ridiculous and don't have any logical explanation how a security concern over a single payment fail due to a communication glitch lead to blocking off all possible means of  payments? 

   

  In any case I didn't get any mails from iherb following this complain.  

  

  Business Response

  Date: 08/29/2024

  Dear Valued Customer,

  A prompt was sent to you to update/verify your payment method for your order. Account security, customer safety, and privacy are our highest concerns and this allows us to keep customers safe. Such practices are the front line of defense again bad actors or other fraudulent activity. We kindly request your understanding in this.

  If needing any further assistance, please don't hesitate to contact our Customer Support team.

• Initial Complaint

  Date:08/24/2024

  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.

  Order # ********* My order was supposed to arrive on 23rd but did now. Tracking said it was misrouted so i contcted carrier and they said that my package will now be delivered 4 days later. I contacted iherb support and she promised me ill get refunded and she have requested the carrier to return it back to them. Now today it shows delivered to my location but i did not have receive anything. I have checked all possible location even with neighbors but nothing. I have tried support but no help received till now. I am quite frustrated at this point

  

  Business Response

  Date: 08/26/2024

  Dear Valued Customer,

  We are sorry to hear of this and thank you for providing the order number along with this complaint. We can see that this issue has been escalated to our Global Logistics team for an in-depth investigation. Please allow some time for them to investigate this matter and to come to a conclusion. Once their decision is reached, you will be notified.

  We appreciate your patience and promise this is a top priority for us.

  Customer Answer

  Date: 08/26/2024

  When will i hear back? This is quite frustrating for a customer. I never got my order and my money is stuck with iherb

  

  Business Response

  Date: 08/27/2024

  Dear Valued Customer,

  We apologize for this frustrating matter and are still working with the carrier in our investigation. Once a conclusion is met, you will back from us regarding our decision. Please don't hesitate to contact our Customer Support team if you don't hear anything back after today. Unfortunately, these investigations with the carrier may take some time as it is thorough. 

  We apologize for this inconvenience, appreciate your patience, and wish you the best of health.

  Customer Answer

  Date: 08/29/2024

  
  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,
  
  S
  
   
  

• Initial Complaint

  Date:08/21/2024

  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.

  I have been ordering from this company for a decade now . Despite some unnerving instances, I have given them the benefit of doubt for the longest time being a loyal customer and as someone who does multiple orders every month .However I don't think anyone wants to be left feeling shortchanged and disturbed as a result. I order from ***** and everytime there has been a damaged shipment as reported by their local logistics senior management - they take weeks to conclude the issue , merely stating that the global logistics team is yet to respond. What a shame that in a technologically advanced ecosystem where communication and data is integrated and automated - does one need weeks to conclude flaws and lapses that have happened at their end . What have I done as a customer to be left high and dry , to not know where I stand with the order placed , to not know when I am going to recieve my replacement. Despite the inconvenience already caused , their customer service antagonises us further with their lack of accountability, empathy and commitment. While I type I am still awaiting a resolution from them with respect to a defective shipment ********* amount paid Rs 5953 inr

  

  Business Response

  Date: 08/21/2024

  Dear Valued Customer,

  
  We are sorry for this experience and appreciate your patience while we investigated this further. 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 associate with payment. Again, we apologize for this matter.

  Our teams are focused on constant enhancement in all areas of operations and this is no different. This incident has been escalated to the appropriate teams for awareness and for enhancement purposes.

  Your decision to shop with us is never taken for granted and we hope this shows it. Please don't hesitate to contact our Customer Support team further should you have any questions or concerns and we wish you the best of health.

  Customer Answer

  Date: 08/22/2024

  
  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:08/07/2024

  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.

  Order # ********* My order shows delivered but i never received anything. I have received no help this is very frustrating experience.

  

  Business Response

  Date: 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 Answer

  Date: 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,
  
  *************************