ComplaintsforThe Vitamin Shoppe

• Initial Complaint

  05/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered from VitaminShoppe.com at least 6-8 times in the past 2 years and it appears to be a reliable business. However, my recent order, (order#, WO30798210) was unacceptable. I placed the order because VitaminShoppe.com website stated the products was available for home delivery (only 2 available), so I submitted my order for 2 and was accepted. For product that are not available, the website will show "temporary out of stock" and it won't even accept your order. Since it accepted my order, I thought everything was good as usual. However, two days after my order was accepted, I received a message saying my order been cancelled due to unavailability. If the product was unavailable, why they accepted my order the first place? Simply looking through their website, I see there are still 2 available from their ******, ** store. I have been working with their online customer service personnel and getting nowhere except just a bunch of nonsense run around excuses, claiming this is a clearance discontinued item, etc. I think a more responsible/care for their customer approach will be to send me the 2 items from their ******, CA store to honor the transaction. Unfortunately, they refused to honor the transaction and simply offered me a 10% off regular price item coupon towards next purchase. I totally disagree with this offer and this is false advertising.Im filing a compliant here and would like VitaminShoppe to consider a more acceptable approach by either shipping me the order from their Gilroy, CA store or simply offer me the same product, BodyTech Whey Protein Isolate 1.5lbs for the same price $19.98 each for a different flavor of my choice.

  Business response

  05/30/2024

  Thank you for contacting us and please note that since the item is discontinued for the flavor requested the website showed available due to inventory levels not syncing with the website. 

  We cannot have items from the physical store sent via shipment but if you want another flavor we can send 1 at no cost and the second at the price that we currently offer it.

  Please let us know and we will have someone contact you via phone to place the order

  Customer response

  05/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me.  Please inform the business to contact me so that we can put this to rest.  Thank you very much for your assistance!
  
  Regards,
  
  ************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Was contacted by Vit Shoppe on 4/17/2024 re: a complaint I submitted; I then received the following email on 4/17/2024 My name is ********* from The Vitamin Shoppe corporate office and I am contacting you today about the review you left for us after your last chat. I apologize for the experience you had. We value all customer feedback, and I would like to discuss how we can turn this experience around. At your earliest convenience, you can reply to this email or give me a call at ************. I look forward to hearing from you.Have a happy and healthy day!*************************** ************* Phone Agent ********************************** I then sent 3 more emails to this *************************** on 4/18, 4/24, and 5/16---it is now over a month & this person has failed to respond. This is customer service or better stated, it is customer neglect!! As such I have ceased doing business with Vit Shoppe as they are not well informed about their products and are an appalling failure when it comes to customer service. Is she for real stating that "We value all customer feedback, and I would like to discuss how we can turn this experience around." Pathetic & obviously a scripted response to a long time loyal customer who has taken their business elsewhere. They lost out when the female CEO left the company as it has deteriorated since that time. No accountability by employee. Senior management at Vit Shoppe needs to be aware of how their employees are "NOT RESPONDING" to queries by customers.

  Business response

  05/17/2024

  Dear *****,

  First and foremost, I would like to apologize to you for the experience you have had with us here at The Vitamin Shoppe. We appreciate you as a longtime customer and this is certainly not what we want you to expect from us. Please be assured that our leadership team has been made aware of your experience and we are working to ensure this does not happen again. 

  We appreciate your feedback and value your business. As an apology, I would like to offer you a $25 gift card. I can send this to your home address or email address. Please let me know which you would prefer. You can contact me directly at ****************************************** I look forward to hearing from you. Once again, I sincerely apologize for this experience. 

   

  Sincerely,

  ***************************

  Supervisor, Customer Care

  **********************

  Customer response

  05/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Saturday, May 11 I had the unfortunate opportunity to speak to the manager by the name of **** at the ***************** store. Absolutely horrible at his job, complain and unresponsive with reference to answering a simple question and giving me the knowledge that he should have as a manager. I called back he let the phone ring at least 10 times and then told me there's no district or regional manager I'm the manager that's what I'm here for but yet she is absolutely irrevocably horrible horrible horrible and knowledgeable at his job. Is he there? Why is he even a manager? Why would you employee somebody who is so terrible at his job. **** needs to go find another job where he can be a robotic unresponsive I don't care human because that's what he is.

  Business response

  05/13/2024

  Dear *****************************:

  Thank you for contacting the Vitamin Shoppe. We appreciate your business and apologize for the experience you had in our store. We have forwarded this complaint to the District Manager that oversees that store. They will reach out to you at the contact information you have provided within three business days to discuss your experience. We sincerely apologize for your experience. That is not what we want you to expect from the Vitamin Shoppe and we look forward to making it right. 

  Have a happy and healthy day!

  Sincerely,

  ***************************

  Supervisor, Customer Care

  **********************

  Customer response

  05/13/2024

  
  
  Better Business Bureau:
  
  At this time I am accepting the business response because I was told there was no district manager by **** and I am with hopes that vitamin Shoppe will keep their word and have somebody reach out

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to a store at **************************************, and encountered a rude, entitled manager by the name of **** and he was super rude when I asked for his name he rubbed his badge in my face that I recorded on video. He over-escalated the situation by not returning the product from order #WO61337828. He proceeded to say he wouldn't return it because it was opened when Vitamins Shoppe has a policy when it didn't matter and he didn't choose to and he kicked me out. He has anger issues towards helping customers. I also reported this to customer service and never got an answer or help back

  Business response

  05/01/2024

  We will mot be engaging further as there was an incident at a retail store involving this customer.

   

   

• Initial Complaint

  11/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been a long time customer of the ********, ** location. The new management forced me to no longer be a patron. This location always priced matched and never made my shopping experience complicated. The new manager changed that. In September, I went to make my usual purchase, asked for a price match and the manager did not adhere to the price match policies. She also clamied that shipping charges would apply to my price match purchase. Charging a customer for a service that is not provided is criminal. This is the issue that needs to be addressed. I brought this to the attention of the corporate offices and they failed to follow up with my complaint. I'm filing this claim to the BBB to bring awareness to other consumers about the bad practices this business partakes in.

  Business response

  11/20/2023

  Dear *********************,

  We sincerely apologize for the lack of response from your September retail complaint. I have followed up directly with the district manager and you will hear back from them within the next ***** hours. We appreciate your feedback and your business, as I see you have been a long-standing customer. I apologize for this experience, and I am confident we can make this right. 

   

  Sincerely,

  ******

  Senior Team Lead, Customer Care

  **********************

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered multiple items from them online and tracking showed delivered but the picture provided was of the wrong address. Not my house at all. I reached out to customer service and they are unwilling to help. I do not recommend buying from them at all.

  Business response

  11/29/2023

  Dear *********************,

  I am sorry to hear that you did not receive your order as well as your poor experience with our ************* team. I have provided a full refund for your order. Please allow 2-3 business days for this to process with your bank. 

  I will also be looking into the contact you made with ************* so we can identify opportunities and improve for the future. We appreciate your business and value your feedback. I hope you have a happy and healthy day and holiday season!

  Sincerely,

  ***************************

  Team Lead, *************

  The ********************** Shopp

  
  

  Customer response

  11/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  September 26, 2023 Dear ****************:I write today as a horribly distressed customer after receiving a ******************* Liquid Vitamin with the seal completely missing, as an in store order pickup for order WO29446465. You will note my shock when phoning in to your ************* I was denied this refund, and as advised I am nowhere near a store now on my way to ************, **, for 16 weeks for work as a travel nurse.As such this matter merits urgent refund in full as well as a sizable gift card credit towards a future purchase, prior to further consumer action. This matter is abhorrent and time urgent.Thank you kindly for your immediate response and refund of this damaged item.Yours,***************************** ************** M.

  Business response

  09/27/2023

  Email Address: ************************
  Healthy Awards Account #s: ********* & 9997117333
  
  Dear *****************************:
  
  Thank you for contacting the Vitamin Shoppe ***************** This email is to acknowledge that your complaint submitted to our CEO ******************* was received regarding your order WO29446465, which was a Buy Online Pickup In Store order from September 26th,2023. Please note upon reviewing yesterday, prior to you escalating, we went ahead and processed a full refund, which should be received on your end within ***** hours in the amount of $49.60.
  
  Due to this being a re-occurring issue (your last three orders with the Vitamin Shoppe), we would ask moving forward to please check your order and items in its entirety prior to leaving our store.
  
  In the future, please free to reach out to me directly with and questions or concerns.
  
  Sincerely,
  
  *******************************
  Manager, *************
  **********************
  
  **************************************
  
  From: ***************************** <************************>
  Sent: Tuesday, September 26, 2023, 2:25:11 PM
  To: ***************************************** <*****************************************>;******************* <**********************************************>;***************************** <********************************************************>
  Subject: [EXTERNAL] Time-URGENT GUEST GRIEVANCE
  
  External Sender. Please do not click on links or open attachments from senders you do not trust.
  
  
  September 26, 2023
  
  Dear ****************:
  
  I write today as a horribly distressed customer after receiving a ******************* Liquid Vitamin with the seal completely missing, as an in store order pickup for order WO29446465.
  
  You will note my shock when phoning in to your ************* I was denied this refund, and as advised I am nowhere near a store now on my way to ************,**, for 16 weeks for work as a travel nurse.
  
  As such this matter merits urgent refund in full as well as a sizable gift card credit towards a future purchase, prior to further consumer action. This matter is abhorrent and time urgent.
  
  Thank you kindly for your immediate response and refund of this damaged item.
  
  Yours,
  
  *****************************
  ************** M.

  Customer response

  09/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had two items stolen from my order WO29315582. The delivery driver did not deliver the items to my door.. The tracking info provided by Vitamin Shoppe said the delivery was going to arrive on September 13th. They ended up 'arriving' on the 6th and I didn't get an email notification for the early arrival. I didn't notice one it was mine until the 7th when I noticed I had only one tub of protein out of 3 in my order present. Not only that, but the order wasn't even delivered to my address. There was a proof of delivery photo but the photo was not taken remotely close to my actual address. It was in the same building but not near my apartment. It was a fluke that I even walked by to notice it in the first place. I talked to customer service twice and they claimed they could not do anything to issue a refund or replacement for items I don't have that were not delivered to the unit on my address.

  Business response

  09/19/2023

  Hello *********************:

  Thank you for contacting us. As discussed on your interactions with our *************************** we will be unable to refund or reship the items.

   

  Sincerely,

   

  the Vitamin Shoppe 

  Corporate Office

  Customer response

  09/20/2023

  
  Complaint: 20573708
  
  I am rejecting this response because: The items were stolen from my complex, the photo taken was not by my front door which means it was not delivered to the correct address, the email I got from your website stated the package would arrive a week later than it did so I wasn't looking for packages around the building which I usually would do if I was expecting something, and I was not able to get a refund due to mistakes not of my own doing for a purchase I had made. 
  
  
  
  Regards,
  
  *********************

  Business response

  09/20/2023

  Hello *********************:

  Thank you for contacting us. We have sent replacement items for two of the proteins and these two also show delivered. At this time, we could refund in full to resolve.

   

  Please advise.

   

  the Vitamin Shoppe

• Initial Complaint

  08/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order WO29088663 Was supposed to be delivered 3 days ago!! I needed my package fast and I was hoping delivery would be fast. I checked tracking from laser ship and it was marked as delivered, and the delivery photo wasnt my house!! What the heck??? Laser ship is one of the worst shipping carriers out there I dont understand why other ones arent used, their customer service is terrible and so is ***********************. I went in store to get the items I needed that werent delivered and I called them to try to get a refund and explained that I dont recognize the delivery photo and Im not sure where it went the agent advised me they could not help me, absolutely ridiculous customer service and this is my first and last time using vitamin shop and wouldnt recommend to others, terrible!

  Business response

  08/08/2023

  Thank you for reaching out to The Vitamin Shoppe. We apologize for any inconvenience with not receiving your order. Your order has been refunded in full. Please allow 2-3 business days for the refund to process with your bank. Please note, we may not be able to provide refunds in the future for orders with photo proof of delivery. 

  Do not hesitate to contact us with any further questions or concerns. 

  Have a happy and healthy day!

  Sincerely,

  ***************************

  Senior Team Lead, Customer Care

  **********************

  Customer response

  08/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Re order # WO60198047 Cancelled subscription two months ago. Received an email today and from my bank that a vitamin shoppe order has been auto shipped to me and my bank account has already been charged. Would like a refund and this order cancelled. The product they are shipping me I don't need or want. Refund and cancel. They did charge my account because I received a message from my bank showing the charge for $55.71.

  Business response

  07/21/2023

  Dear *********************************,

  Thank you for reaching out to The Vitamin Shoppe regarding order WO60198047. After review, I see that your Auto Delivery subscription was started on 5/21/2023 and we do not have a record of cancellation before the most recent order which is why the order was placed. An order reminder was also sent on 7/17/2023.

  Order WO60198047 was cancelled yesterday, 7/20/2023. You have not been charged for this order, however you may see an authorization hold. This authorization will not be charged and will be released within 2-3 business days, depending on your bank. Your Auto Delivery subscription was cancelled yesterday, 7/20/2023. 

  If you have any further questions or concerns do not hesitate to contact us at *************************************** or ************. Have a happy and healthy day!

   

  Sincerely,

  ******

  Team Lead, Customer Care

  **********************

  
  

*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. ↩