ComplaintsforiHerb LLC

Vitamins and Supplements

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
11/07/2023
Complaint Type:
Delivery Issues
Status:
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.
********* i placed this order and my account was locked and I couldnt even submit a ticket I want my account to be unlocked so I could place order normally
Business response
11/08/2023
Dear Valued Customer,
We are sorry for this experience and apologize for the inconvenience this has caused. Our teams do their best to identify risky behavior and take the appropriate actions. However, in this instance, we fell short. As a result, your order was cancelled and your account was deactivated. The order was never fulfilled or shipped and the pending transaction was voided. The funds should have returned returned to the financial account associated with order payment within **** business days. We suggest contacting the bank or financial institution should you have any questions about the voided transaction.
Your account has been reactivated and, again, we sincerely apologize for this experience. Our teams will continue to strive towards our vision of the best shopping experience possible. We hope you decide to give us another chance in the future and we wish you the best of health.
Initial Complaint
10/26/2023
Complaint Type:
Product Issues
Status:
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.
I herb deleted my account after charging for my order Id like my account to be unlocked and order to be refunded before I contact general attorney of the state
Business response
10/27/2023
Dear Valued Customer,
We are sorry to hear of this issue and apologize for this experience. A refund has been granted for this order and we kindly request that you please allow **** business days for the funds to appear back in the financial account associated with order payment. Should the order be delivered at a later date, please consider it complimentary for your troubles.
This is a rare occasion and teams are investigating with the carrier to see what may have or may be occurring. We hope this shows how much we value your decision to shop with us and that you decide to give us another chance in the future. We wish you the best of health.
Initial Complaint
10/15/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I am filing this complaint as I am constantly having payment issues on your website after submitting the order...926826397 see screenshot Please fix this madness
Business response
10/16/2023
Dear Valued Customer,

We understand the frustration that results from any issues during the shopping experience and sincerely apologize for this. After looking into the order number provided with your review, it appears that we asked further information to be provided regarding the payment method and that you have successfully provided this information. As a result, your order was shipped on 10/16/2023 and is due to be delivered by 10/19/2023.
Our teams are always working to improve the shopping experience and your feedback is important to us. Should you have any further questions, please don't hesitate to contact our Customer Support team.
Customer response
10/16/2023
I have to do this repeatedly for several orders for no reasons?
Your payment processor is rejecting multiple orders
Please escalate and fix this.
Business response
10/18/2023
Dear Valued Customer,
We are sorry for any inconvenience this may have caused you. Card processors may reject payment for a variety of reasons, none of which are disclosed to us do to privacy laws. Also, card payments must be able to undergo 3DS payment verification and processing. Customer safety is our highest priority and several factors may also result in a customer being asked to update or verify their payment information. This keeps our customers safe.
Again, we apologize for any inconvenience and hope we have cleared things up. Thank you for shopping with iHerb and we wish you nothing but the finest of health.
Customer response
10/19/2023
This is useless to verify twice and other website we don't have to go through this
Please turn it off and fix this
Initial Complaint
10/01/2023
Complaint Type:
Product Issues
Status:
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.
iHerb inappropriately charged me 2x in the last 12 months for "HST" (******** Sales tax) on zero rated items in ****** (=items upon which tax is not permitted to be collected in ******). They were advised several times. The first time, they refunded the inappropriately collected sales tax. The second time, they refused to refund the inappropriately collected tax and only offered to credit the account. This is unacceptable for two reasons. First, because they haven't corrected their automatic system so it will continue to inappropriately collect tax which makes it a perpetual cycle to have to keep purchasing from them to get your money back and keep getting inappropriately charged each time. Second, this is unacceptable, because they continue to collect this under the rubric of tax.I have contacted Revenue ****** to report them and have an investigation launched and them audited.I want my money back - money - not a store/site credit. I want this system corrected so that me (and everyone else) will not be inappropriately charged for something that is not chargeable in ******. OR a clear notice on their website to contact them for a refund (to credit card used etc) if they have 'accidentally' inappropriately charged tax on ZERO RATED tax items.
Business response
10/02/2023
Dear Valued Customer,
We want to help, however, we need the order number of concern in order for us to do so. Which order are you referring to regarding wanting a refund and not store credit? We hope to hear back from you soon and are standing by for further assistance.
Initial Complaint
09/27/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I requested a return. I returned the items, they received the items but gave me $0.00 as a refund. I've contacted them several different times, they said someone would get back to me but no one has gotten back to me.
Business response
09/27/2023
Dear Valued Customer,
We apologize for any inconvenience and thank you for your patience. After looking further into this, your refund was granted as store credit which can be used on any new order placed. Are you having issues applying the store credit? If so, please don't hesitate to contact our Customer Support team who may assist you further.
Again, we apologize for any inconvenience and we wish you the best of health.
Customer response
09/28/2023

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
09/26/2023
Complaint Type:
Product Issues
Status:
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.
The company iHerb has falsely charged me twice during the month of September 2023.There are two charges from iHerb that are correct; these are split charges for order #********* - 09/19/2023 POS Withdrawal IHERB IHERB.COM / rd5nF IHERB.COM CA -$6.88 - 09/19/2023 POS Withdrawal IHERB IHERB.COM / rd5nF IHERB.COM CA -$34.13 These are the false charges as they do not correspond to any orders Ive placed:- 09/20/2023 POS Withdrawal IHERB IHERB.COM / kJIWg IHERB.COM CA -$23.18 - 09/19/2023 POS Withdrawal IHERB IHERB.COM / kJIWg IHERB.COM CA -$4.30 I am attaching two receipts from iherb: the original received on the date of order of #*********, and one I received after requesting a refund for a single item in said order. I bring this up because A) while the total in the newer invoice corresponds to the sum of the original order and refunded item, there is no explicit indication of the refunded item, and B ) this omission underscores my concern over their accounting.Furthermore, I contacted IHerb and gave them the same information, but they said it was not true that they falsely charged me and I would have to take it up with my bank.Desired resolution: refunding the false charges of $23.18 and $4.30, and honor the agreed to refund of $5.98 from order #*********; that total is $33.46 ---Note, the attached list of bank transactions includes a correct charge from iHerb of $56.59, corresponding to an unspecified order.
Business response
09/27/2023
Dear Valued Customer,
We regret to hear of the issues you mentioned in your complaint and are happy to assist you. For order #*********, we only charged and received what was stated previously. However, we have no record of other orders around this time. Are you able to provide order numbers for the ones claimed not to have been you? Were you sure you shopped on the official iHerb website or app and not through a 3rd party influencer or other site?
The information listed is a bit confusing. However, we can assure you that for order #*********, you were only charged for the items received. May you please provide more information so we may better understand the issues mentioned in your review? We are standing by to help and hope to hear from you soon.
Customer response
09/28/2023
Thank you for the response; however, you missed my points.

My basis for claiming that the $4.30 and $23.18 charges are false is precisely because they are not associated with an order.

As well, you did not address the partial refund that has been agreed to over a chat preceding this complaint, which *** explained is implicitly reflected in the newer receipt attached to this complaint.
Business response
09/29/2023
Dear Valued Customer,
Thank you for clarifying everything. After investigating further, our Technical Teams have confirmed you were not charged for anything in addition to what was originally charged for the order, the valid charges mentioned in your review. Should you have any further questions or concerns, please contact our Customer Support team who is always willing to assist further.
Initial Complaint
09/01/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Aug 26,2023 I placed an order (2) ************* and received them in the mail damaged. I tried to call, they have no phone number to call at all, to communicate, no person to person to talk to, I have never experienced that at all, I have always talk to someone when I have a problem, so this chat, got me no where. The box was stuffed in the mailbox instead of being but on the front porch like all my other ***** and *** package are left.
Business response
09/01/2023
Dear Valued Customer,
We are sorry to hear of this delivery issue and have escalated this incident to the appropriate teams for awareness. In the meantime, we see that a refund claim has already been created and is pending review by one of our trained specialists. You will be notified of their decision within the next 24 hours. If you still have any questions, please don't hesitate to contact our Customer Support team by going to our **************** page and selecting 'Write a message' or choosing to use our live chat support service during the available hours.
Initial Complaint
08/20/2023
Complaint Type:
Service or Repair Issues
Status:
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.
********* Maddy? Cs agent from iherb said in previous complaint this order was fully refunded. it wasnt. Id like another *** return label and I contacted iherb cs over the chat and was told by agent named ****** that he couldnt is*** return label *** to technical difficulties so supervisor would be contacting me ?Id like another return label is***d for remaining items thats not been refunded Totallinf up to 409.01$
Business response
08/30/2023
Dear Valued Customer,
We have provided the refund in full for this order already. Should you have any questions or concerns, please don't hesitate to contact our Customer Support team who is standing by to assist you further.
Initial Complaint
08/16/2023
Complaint Type:
Product Issues
Status:
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.
********* I paid for ****** for this order I returned all the items in this order and was partially refunded I need ****** to be refunded
Business response
08/16/2023
Dear Valued Customer,
We apologize for any inconvenience and are glad to assist you with this concern. We see that an agent helped you today, 8/16/2023, and the refund claim is currently undergoing review. Should it be approved, you will be notified within 48 hours. If approved, please allow **** business days for the funds to appear back in the financial account associated with order payment. Should 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 response
08/17/2023
hi was the missing refund for 409$ approved or not ?! Im confused
Business response
08/18/2023
Dear Valued Customer,
A full refund for your order has been granted for your order. Please allow up to 10 business days for the funds to appear back in the financial account associated with order payment. Should you have any further questions, please don't hesitate to contact our Customer Support team.
Initial Complaint
07/11/2023
Complaint Type:
Delivery Issues
Status:
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.
On July 10, 2023, I received an email stating the package had been delivered to my lobby at 9:51 pm. There is no record of the package being delivered, no video showing the package being delivered AND the lobby is locked at 9:51 pm so there's no way the package could have been delivered. IHerb has not acknowledged responsibility nor has honored my request to refund my money since the Lasership/On Trac delivery driver apparently stole my packages and claimed to have delivered it at 9:51 pm to a locked lobby. The Lasership/On Trac delivery company is also refusing to acknowledge that my package was never delivered to MY address. Both iHerb and the delivery company are pretty much saying it's my loss that the delivery company that iHerb chose to deliver my package DID NOT get the package to MY home. The packages were left outside of the locked lobby of a hotel styled apartment building at nearly 10 pm where anyone off the street could take them. The packages were NOT delivered to MY home!
Business response
07/11/2023
Dear Valued Customer,
We never want anyone to have any issues receiving their orders. Despite the carrier claiming the order was delivered, we have moved forward with a courtesy refund. Please allow **** business days for the funds to appear back in the financial account associated with order payment. Should your order be delivered at a later date, please consider it complimentary for your troubles. If you have any further questions or concerns, please don't hesitate to contact our Customer Support team.
We wish you the best of *************** you decide to give us another chance in the future.

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