Complaints
This profile includes complaints for Vitacost.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 265 total complaints in the last 3 years.
- 112 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/22/2022
Type: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 placed 2 separate orders one on November 13 and 1 on November 14, 2022. I received emails that the orders had been shipped. By November 21 nothing had been received. I called by the cost and they reordered the items. This couple hours later I received email saying everything had been canceled. I waited on hold for over an hour to talk to someone no one ever answered. I finally got through to the online chat who then replaced the orders again. By the next morning the orders have been canceled again. Called Vitacost and got a call back several hours later. They said there was a problem at the warehouse and that they would submit a request to refund but that could take 3 to 5 business days. Spoke with supervisor, *****, Who stated he was not even aware of a problem at the ******** warehouse until Sunday. Not once was I notified that there was a problem. They are trying to figure out what the problem is. It has been 2 weeks.I now await my refunds and will have to find somewhere else to get the items I need.
Business Response
Date: 11/25/2022
Thank you for contacting Vitacost. We truly apologize for any frustration this may have caused. The refunds in the amount of $59.44 and $61.18 were processed back to the original form of payment on 11/23/22. We apologize for any inconvenience this has caused.
Thank you,
Vitacost.com
Initial Complaint
Date:11/20/2022
Type: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.
After I made the purchase on Oct. 17th (Order Number: *********), the very next day, I called Vitacost and based on the instruction, I processed refund while made another order on Oct. 18th(Order #*********) for 5 bottles of ROOT2 Turmeric, which is as same as the previous order but with 15% extra discount. On my account, it shows "Item was refunded on 10/21/2022", However, I never received the refund, after I called Vitacost, it repeated again by showing "Item was refunded on 10/28/2022" but never credited to my credit card. Neither, I never received the return label for return. After I called them the third time, I was told that they would have a manager to call me back. But Never!I have been customer of Vitacost for many years, and I can't believe that Vitacost would do business like that.Business Response
Date: 11/22/2022
Thank you for contacting Vitacost. We do apologize for any inconvenience this may have caused. We have emailed two return labels for the items to be refunded. The return label information is as follows:613635822Tracking number:770569035864613641734
Tracking number:
770569132548
Thank you,
Vitacost.com
Initial Complaint
Date:11/07/2022
Type: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 # ********* original order amount before coupon codes was $286.78. used 2 codes which were accepted online. Amount showed due was $243.76. I reviewed order and pushed next to pay with my credit card on file. Order than showed I was billed for $266.78. I immediately called company and explained what happened. They said too soon to call back in hour or so. Called again and said to cancel the order if couldn't correct amount. They had to submit for review and could not stop order it was already being processed. I never received a response and order was delivered. After calling today 11/7/22they refused to take care of the difference of $23.02. I have wasted enough of my time with phone calls. Going to another company that will handle the errors of their website. Been with this company a few years and spent a lot of $ with them. I could have placed a smaller order to receive only $20 coupon and placed a separate order with another coupon for the difference of the order.Business Response
Date: 11/14/2022
Initial Complaint
Date:10/09/2022
Type: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 the product on September and requested a refund on the 22nd. The refund said it was accepted and processed but I never received the money so I decided to chat in. *********************, the rep let me know that my refund was rejected do to the fact that ******** is no longer accepting returns due to covid-19. This was not listed anywhere in the website. The refund policy states that they review every case and the refund may not be approved which I understand. But if they are not accepting ANY returns, this should be disclosed prior to any purchase. This is very misleading to the customer. I have pictures of the chat if you need to see them. The rep clearly disclosed "Starting Covid19 pandemic, Vitacost stop accepting any returns" He then sent me the return policy which I had read prior and nothing on this page mentioned that they are not accepting returns due to covid 19. I offered to pay for my own shipping since it was my mistake and he mentioned again that the refund was rejected since they were not accepting any returns. While I no longer care about the refund I feel this should be disclosed to the consumers. Its very misleading and based on this I lost trust in the company and their customer service. It was a very frustrating conversation and he was very rude.Business Response
Date: 10/18/2022
Thank you for contacting Vitacost. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our **************** team for review. Once reviewed, we will follow-up with you on this matter.Customer Answer
Date: 10/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Merangelis *******Initial Complaint
Date:10/04/2022
Type: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.
Chat on October 3rd, 2022 with Vitacost Chat Agent ****: Explained to **** that our old account with Username: ************************ would not let us log in, we tried over 20 times and always received a reply "Their is no account associated with this email address",So we opened a new account under my wife's Username ************************* Account Owners Name: "*****************************" - Vitacost ********************* Representative: **** said that the ************************ account was still open, and to try to login again using Username: ************************ To humor **** (even though I tried 22 times) With a first letter capitalized, all letters capitalized, no capitals, and it still said after selecting "forgot password" we still got the reply "Their is no account associated with this (************************) email address".**** replied that I did not know what I was doing or that for some insane reason I was lying. I said could he at least at least transfer our old order history to the new account, and he said he could not do that.I told him we have purchased between $200 and $300 per month of vitamins and supplements for the last 5 years, and we would search for another company like vitaminshoppe.com, or luckyvitamin.com. Your rude Chat CS then hung up on me.Business Response
Date: 10/13/2022
Thank you for contacting Vitacost. We do apologize for any inconvenience this may have caused. We request that you contact us at ************** and request to speak with a supervisor. This will allow the quickest and most efficient resolution in this matter.
Thank you,
Vitacost.com
Initial Complaint
Date:09/19/2022
Type: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.
On the website there was a promotion to get 20% off my first order if I entered my email address. I entered my email address and was supposed to be sent a coupon code, via email. I never received the code so I reached out to Vitacost to rectify the problem. They are refusing to send me a code and the best they would do is tell me to make my order, then enter the order number into a chat box and they will refund my money AFTER I've already spent it.I went round and round with their customer service for 20 minutes and they just kept refusing to provide the coupon code as promised. How can I trust a business to refund money I've already spent if they refuse to even send a coupon code that THEY offered me in exchange for my email address? They've got my email and rest assured they'll be selling it for profit, but I get nothing out of the deal? I'd like my discount code, as was solicited by the company. Anything less is unethical.Business Response
Date: 09/28/2022
Thank you for contacting Vitacost. We do apologize to the consumer for any inconvenience this has caused. The request has been forwarded to our **************** team for further review. Once reviewed, we will follow up on this matter.
Thank you,
Vitacost.com
Customer Answer
Date: 09/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, I will wait to hear back from you and the business.
Sincerely,
***************************Initial Complaint
Date:09/16/2022
Type: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 placed a large order with VitaCost on Sept 4, 2022, and there was never any online tracking information. I called about the order on September 14th and the customer service rep said the order would be replaced and shipped with expedited service. I called again on September 16th, and the customer service rep said there were technical difficulties in duplicating my order. Where is my refund?Business Response
Date: 09/22/2022
Thank you for contacting Vitacost. A full refund in the amount of ****** was processed back to the account on 9/16/22. We do apologize for any inconvenience this may have caused.
Thank you,
Vitacost.com
Initial Complaint
Date:09/14/2022
Type: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 believe I do have a case regarding this Company. Re Order#********. I placed an order with this company and paid for overnight delivery, which I never received. I was charged $24.59 for the overnight charge. They charged me $138.80, including overnight fee. The charge should have been $114.21. I was told by Four of their Representatives that this order would and was cancelled at our request and that we would receive an email regarding this cancellation. Neither occurred. They lied and deceived us FOUR TIMES, and denied us the right to CANCEL OUR ORDER due to our dissatisfaction of the delivery. They agreed but that was a lie. They sent the order anyway, on 9/13 without giving us any notification and despite our objection. We cancelled way ahead of time, when the order was still in their warehouse. This was wrong on all ends and to top that off they have the audacity to charge us $138.80, when their own Rep. said the cost was $114.21.Business Response
Date: 09/15/2022
We apologize to the customer for any inconvenience this may have caused. A full refund in the amount of $138.80 was issued back to the customer's account on 9/13/22. Please allow 24 to 72 business hours for the refund to show back on the original form of payment.
Thank you,
Vitacost.com
Customer Answer
Date: 09/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* And *************************Initial Complaint
Date:09/09/2022
Type: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 placed an order with VitaCost on: Vitacost - Order number:******** Order date:Sep 09, 2022 at 08:25 AM EST.Their website stated that if we order before 1:00PM we would get our items OVERNIGHT. As you can see from above that is what I did. I paid $23.99 extra for this service. I telephoned today to inquire about my delivery and found that I would not get my order until Monday 9/12 by 8:00PM. I contacted them through their ************* I spoke to ******, and lastly someone name *******. I was told that I would not get it on Saturday or Sunday, which is 'OVERNIGHT DELIVERY". They claimed that they don't delivery on these days, but my sister use to get deliveries on Saturday and Sunday all the time via Fed Ex Delivery. I resented the fact that they lied about that to keep my $23.99 overnight fee I paid. I then requested a cancellation of this order "immediately" and refund me the $138.80 I paid along with the $23.99 for an overnight fee. ******* said he would put in the cancellation and my money would be refunded back to me. He said I would receive an email to this fact also. Unfortunately I have no trust in this company and decided to file this complaint notifying bbb of this practice. I want it on file because they proceeded to mislead me in this overnight fee, which was not an ethical thing to do. The order #********, and the order time, above, was taken from their website. As you can see this order was placed way before 1:00pm.Business Response
Date: 09/15/2022
Thank you for contacting Vitacost. We apologize for any inconvenience this may have caused. A full refund in the amount of $138.80 was submitted back to the customer's account on 9/13/22. Please allow 24 to 72 business hours for the refund to show back on the original form of payment.
Thank you,
Vitacost.com
Customer Answer
Date: 09/16/2022
Complaint: 18006276
I am rejecting this response because: They did refund my money, and I am grateful for that; but the "distrust" that has formed is something I will always remember associated with associated with the name VitaCost. I hope in the future that they deal "honestly" with the consumer, and "respect" their rights to cancel an order. Distrust from a customer can sink a business. Customers need to trust the company they do business with. They need to know that at "all times" the company is being "honest" with them and that they are "truly" respecting the rights of the consumer.
Sincerely,
*************************Business Response
Date: 09/28/2022
We do apologize to the consumer for any inconvenience this may have caused. We have issued a full refund in the amount of $138.30 on 9/13/22 and also a refund for $114.81 on 9/15/22 for the inconvenience.
Thank you,
Vitacost.com
Customer Answer
Date: 09/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We have moved on.
Sincerely,
*************************Initial Complaint
Date:08/26/2022
Type: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.
Have been a customer of Vitacost for many years, but after today I don't think so. I called to place order for 1 Item, Bromelain for $24.99 with free shipping and had a promo code for 15% off. Well the girl ****** took forever to place this order, then says not free shipping, told her it is right here in front of me online. She had to find the item which took her about 10 minutes and said " I see the free shipping and price drop for $24.99. So what did she do, she put the code in but charged me for shipping on my card???? I asked for a supervisor. Well all she kept saying was sorry for the inconvienance. Was so tired of hearing her say that. I had to wait almost 32 minutes for this supervisor ***** to come on the phone??? She tells me the order will not be charged to card until it ships so she was going to fix. Well that never happened??? The order did go through and was charged to my card??? This was disgusting having to be on the phone for 47 minutes. I told ***** with what you put me through today you should give me the item for nothing. ($21.24 )Business Response
Date: 09/02/2022
Thank you for contact Vitacost. We do apologize for any inconvenience this has caused. A full refund has been issued back to the customer's account as of 8/30/22. Please allow 24 to 72 business hours for this to show back on the original form of payment.
Thank you,
Vitacost.com
Customer Answer
Date: 09/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
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