Complaints

This profile includes complaints for The Vitamin Shoppe's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Vitamin Shoppe

  300 Harmon Meadow Blvd Fl 5 Secaucus, NJ 07094-3642

  
• 

  The Vitamin Shoppe

  5899 Eastex Fwy Ste 200 Beaumont, TX 77706

• 

  Vitamin Shoppe #424

  4600 Shelbyville Rd Louisville, KY 40207

• 

  Vitamin Shoppe

  407 Cox Rd Ste 1 Gastonia, NC 28054-0666

• 

  The Vitamin Shoppe

  535 Boston Post Rd Port Chester, NY 10573

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:01/18/2025

  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.

  So Ive been dealing with issue for a little less than a year, I ordered drinks from the vitamin shoppe and it was from a auto ship that I canceled but they shipped it anyways and when I got the items in some were damaged but I wanted to return the order anyways so I took it to the store and they said that they couldnt accept the return because it was too many so I contacted ****** and they didnt even help with this issue. Ive been dealing with this issue for so long and this company has been zero help with resolving it or at least accepting a return so I lost money with this transaction because I couldnt even return

  Business Response

  Date: 01/20/2025

  The customer placed the order in February of 2024 and had requested to cancel after we had shipped the package. The customer than contacted us months later claiming it was damaged but as per our bulk buying policy the sales are final and any issue with the order must be reported within 48 hours of delivery. The customer filed a dispute with ****** which they lost due to the policy and the time gap of 5 months from when the order was delivered. 

  Customer Answer

  Date: 01/20/2025

  
  Complaint: 22827968
  
  I am rejecting this response because:
  I tried to return the item to you guys instore and you guys denied the return in person, I canceled the auto ship way before it was shipped. This is ridiculous, Ive never had an issue with any other company than this one and it shouldnt matter if it it was a bulk order if a customer wants to return something they should be allowed to
  
  
  Regards,
  
  ******** *****

  Business Response

  Date: 02/07/2025

  We certainly understand your situation but please note that the request to cancel arrived when the order was already sent and could not be cancelled. When going to the store there are policies that we list on the website for returns that do not allow stores to take back large orders. We show that was in February and there was no other documented contact regarding this matter until July. We also were notified by ****** of a chargeback dispute which ****** rejected as our procedure was accurate in shipping and return policy that is documented on our website. The customer also contacted us in July regarding the same matter 5 months after the last contact and after Pay Pal refuse the chargeback claim. The Vitamin Shoppe will stand on our policy regarding returns of this size to the store and the amount of time between contacting us after the order was delivered.

  The Vitamin Shoppe

  Management Team

  Customer Answer

  Date: 02/07/2025

  
  Complaint: 22827968
  
  I am rejecting this response because:
  Even during that first week I tried to return I was denied, stop lying and saying I contacted only 5 months later. No other company I dealt with cares how much you buy and how much you wanna return. You guys sent me damaged items and also items I didnt want even though I told you guys multiple times I didnt want them. This is ridiculous!
  
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:01/17/2025

  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.

  Hi, I have store credits for the vitamin shop I’m not allowed to use since they banned me from their store for returns I did even though I bought a lot from their company. The manager at the store wasn’t very nice, and now that store is closed. I have money left on store credits I’d like to be refunded for since I can’t use them in the store.

  Business Response

  Date: 01/20/2025

  Dear Customer:

  We will not be reinstating or refunding any credits. As informed, you were banned from shopping with us due to excessive returns without proof of purchase, therefore, the decision is final.

   

  Thank you,

  Customer Care Management

• Initial Complaint

  Date:01/09/2025

  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 went to the Vitamin Shoppe (located on ************, ************************************) back as of late 2024 (around September or October), and was initially planning to pick up a multivitamin called "Force Factor Test 180X Multigummies". To put in perspective, I was never greeted by a customer *** when entering. I was, however, approached by a *** who asked if I needed help, and I told him I already got what I came for. Without any respect for my decision, he took the supplements out of my hand and stated that it wasn't appropriate for me to buy these, saying things like I had to be ***** years of age to buy them, and directed me to another assorted brand that promotes energy. Although, that was not the case, as my local GNC stated otherwise that people over the age of 20 were eligible to buy them. and even my PCP (primary care) mentioned I could pick up any sort of vitamins. Needless to say, I'm 25 and there should have been no problem. When entering back to the store 2 weeks after, a relative asked about those same vitamins in regard to waiting for her prescription and the same *** remembered me. I noticed the items were completely removed from the shelf in exchange for another right after I returned. The guy approached again, asking about what vitamin I wanted before, but I refused his service as he never planned to help me beforehand. Instead of respecting both my refusal and boundaries, he came back from the supply room showing me the same product out of spite, thinking that I was going to spend more money than I had initially expected. Whether it was age discrimination or some form of profiling, I have never experienced this level of customer bias in a ********************** or GNC before, with a minimum $20.00 wasted on a supplement I tried to return but was unable to receive a refund or store credit. I have no intention to return to the previous location or buy anything from said facility going forward! Thank in advance for reaching back to me.

  Business Response

  Date: 03/14/2025

  We thank you for contacting us and as per the feedback regarding the store interaction. The message was sent to the district manager of the store, and they have called twice but the voicemail is full and have not been able to connect

  Would you prefer they email regarding the matter or is there a better number to call and date?

   

  Customer Care Team

• Initial Complaint

  Date:12/27/2024

  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.

  Placed order on the 22nd of December for two c4s. Delivery says delivered and picture shows as well but never received it. Asked for signature confirmation and was not able to do that as well. order is WO33270943

  Business Response

  Date: 02/18/2025

  Thank you for contacting the Vitamin Shoppe in regards to order #WO33270943 that was placed on December 22nd, 2024. As per our records, we did a full reship on January 13th, 2025 when notified and the reshipped C4 items were delivered with photo proof of delivery, below are the links:

  ******************************************************* - expedited and delivered via photo proof of delivery on 1/15/25

  ************************************************************** expedited and delivered via photo proof of delivery on 1/15/25

   

  Sincerely,

  Customer Care Management

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

   

• Initial Complaint

  Date:12/23/2024

  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 purchased items at the Vitamin Shoppe and they will not let me return them at the store. They said ***** would come out and retrieve my packages but it has been 3 weeks and that has not happened.

  Business Response

  Date: 01/13/2025

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

  Thank you for reaching out to the Vitamin Shoppe. We apologize for the experience you had with returning your order. After review, I do see that your return has been received and refunded. As an apology for your experience, I have sent a $25 e-gift card to your email address. 

  We appreciate the chance to make this right and we hope we have resolved your issue. Have a happy and healthy day!

   

  Sincerely,

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

  Supervisor, Customer Care

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

• Initial Complaint

  Date:12/12/2024

  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 writing to formally complain about my order for two items (Liver Detox and Creatine Monohydrate) placed on 12/4/24. The order was for in-store pickup at the branch located at **************, ***On 12/5/24, I received an email stating:Your items are ready for pickup. Please stop by THE VITAMIN SHOPPE ROCKVILLE before 12/10/2024. If we dont see you by then, youll receive a separate email that your order has been canceled. Your credit card wont be charged.Due to a business trip, I was unable to visit the branch until 6:15 PM on 12/8/24. Upon visiting, I realized that one of my items (Liver Detox) had been canceled because it was reportedly out of stock. What I heard next shocked me: the staff informed me that someone had purchased the item from my order earlier that day. To sell the item, they canceled my order. This is outrageous. I still had two days left to pick up my items, but they canceled my order and sold the item to someone else. Later that afternoon (12/08/2024), they sent me an email stating that only one item was now available for pickup. I chose not to pick up the remaining item because I needed both items for my ******** make matters worse, when I returned home, I discovered that Vitamin Shoppe had created a new order for the remaining item and charged my credit card before I visited the store. This is unacceptable and deceitful. To address the issue, I immediately contacted online chat service via the website and chatted with *******, who claimed that Vitamin Shoppe always verifies ID before releasing items, so this situation should not occur. He dismissed my explanation and refused to refund it. I no longer wish to do business with Vitamin Shoppe. Please issue a refund promptly. If this matter is not resolved by the end of the week, I will initiate a chargeback with my credit card *************** me via email with confirmation of the refund and an explanation of how you intend to prevent such unacceptable incidents in the future.

  Business Response

  Date: 12/19/2024

  Dear Soo-**** ****,

  Thank you for reaching out to The Vitamin Shoppe. We sincerely apologize for the inconvenience and the issues you have had with your order. I can confirm that you have been fully refunded. We are also investigating the issue with retail and corporate leadership to determine what occured and how we can improve for the future. This certainly is not the experience we want you to have with us. As an apology, I have added 125 points to your Vitamin Shoppe account. Once again, I apologize for the experience you had. I hope you have a happy and healthy day!

   

  Sincerely,

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

  Supervisor, Customer Care

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

• Initial Complaint

  Date:12/10/2024

  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 bought 2 (5 ) ** **** chocolate protein powder online from the Vitamin Shoppe on September 27 2024..Prior I had returned 1 (5) ** **** chocolate protein powder because of a horrible metal taste and smell to the ****************** Vitamin Shoppe store.I opened the protein powder that I bought on September 27 2024 on December 2 **************************************************** which I spent ******.They told me at the ****************** store they will not reimburse my ******.I have been a long time customer. They definitely change the formula of the protein powder. Just want my money back!!!!!!!

  Business Response

  Date: 12/11/2024

  ******* *****:

  Thank you for contacting us and sorry to hear about your order experience. We take these matters seriously and value you as a longtime Silver customer.

  We have processed a refund in the amount of $119.98 and should reflect onto the original form of payment within ***** business hours.

  In the future, please feel free to contact us directly at ************.

   

  Sincerely,

  Customer Care Management

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

  Customer Answer

  Date: 12/11/2024

  [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

  Date:10/23/2024

  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 am writing to complain about my recent order for 12 items of SILVER HYDROSOL 32OZ LIQ, placed on 09/27/2024.The order was shipped in 4 packages, but I encountered several issues:Tracking ending in 6856: This package contained 4 items, which I still have not received. Please check the tracking status with *****.Tracking ending in 9865: This package was supposed to contain 4 items, but I only received 2. One item was not even sealed and missing its original packaging. ***** tracking indicates a "Delivery Exception: Damaged, handling per shipper instructions, Barcode label unreadable and replaced, Cannot locate recipient."Tracking ending in 7622: received all items.Tracking ending in 0022: received all ******** resolve these issues, I took the following steps:On 10/8/24, I spoke with an agent who assured me I would receive 7 items and would get a follow-up call within 24 hours. Nothing happened.On 10/10/24, I called again for a status update but could not find any records of my previous call. I had to explain everything again, and I was promised a follow-up, but nothing happened.On 10/18/24, I requested to speak with a supervisor and was told I would be in the queue for a callback within 24 hours, but it has been over 5 days without ************ a loyal customer, I am disappointed by the lack of assistance. I do not understand why I need to investigate this matter on behalf of Vitamin Shoppe. It is their responsibility to liaise with ***** to determine the whereabouts of the missing package (Tracking Number ending in 6856) and to find out why I only received 2 out of 4 items in the second package.Given these ongoing issues, I no longer wish to do business with Vitamin Shoppe. Please issue a refund for the 7 bottles (6 missing + 1 damaged).If this matter is not resolved by the end of this week, I will initiate a chargeback with my credit card company.Your prompt attention to this matter will be appreciated. Email is the best way to reach me.

  Business Response

  Date: 11/07/2024

  Dear ****** ***,

  We sincerely apologize for the inconvenience caused with your order. This is certainly not the experience we want you to expect from us. You should not have had to reach out to us multiple times to resolve an issue. I will be reviewing all of the contacts you made for opportunities and will handle accordingly to improve for the future. I have issued you a refund in the amount of $313.71 for the 7 bottles not received/damaged. I have also sent an e-gift card to your email address as an apology. I hope you will consider shopping with us again. Feel free to reach out to me directly at ********************************************************************************. 

  Have a happy and healthy day!

   

  Sincerely,

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

  Supervisor, Customer Care

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

  Customer Answer

  Date: 11/07/2024

  [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

  Date:09/13/2024

  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.

  Date of transaction: September 10, 2024 Placed an online order for Vitamin Shoppe through **** ****, their website showed that 30% off with a purchase of $65 or more, so I ordered an Animal pak ($33.90) and 2 probiotic pills ($45.80), total was $65.79. However, Animal pak was out of stock so only probiotic pills were shipped plus no discount anymore, they charged me $52.10 just the pills. This order was delivered from Vitamin Shoppe at ***** ******** ***** ********* ** ****** Vitamin Shoppe and **** **** didn't let me cancel this order. I talked to both **** **** and Vitamin Shoppe, **** **** said they just follow the instructions of Vitamin Shoppe at Valencia. Vitamin Shoppe just collected my money. Strangely there was no order number, but the shop location above should have my record after telling them my cell number.

  Business Response

  Date: 10/13/2024

  Dear ***** *****

  We apologize that you were not satisfied with your **** **** order. **** **** orders are typically able to be cancelled up until the shopper starts shopping for your order. The quickest way to get help for an **** **** order is by reporting the issue in your **** **** account. Navigate to “Account”, select “Orders”, and then select the incorrect order and scroll down to the “Get help” button to chat with **** **** customer support. 

  Items purchased through **** **** can be returned within 30 days to any Vitamin Shoppe store. Bring the item and **** **** receipt into the store and inform the store associate your original order is from **** ****. You will then receive merchandise credit for your order.

  The Vitamin Shoppe is not able to refund your original form of payment because you paid via **** ****. We apologize for this inconvenience, we urge you to contact **** **** for assistance. As an apology, I have added 500 points to your Vitamin Shoppe account, which is worth a $20 reward for your next Vitamin Shoppe purchase. 

   

  Have a happy and healthy day!

   

  Sincerely,

  Amanda A******

  Supervisor, Customer Care

  The Vitamin Shoppe

  Customer Answer

  Date: 10/13/2024

  [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.

  Please be reminded that my Vitamin Shoppe member no. is ********** I haven't seen the points added to my account yet.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:08/12/2024

  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.

  Last year I bought a beet root product and unfortunately, let them put me on their auto-delivery schedule. After a while I decided to quit using the product and got on my web-based account, But, it wasn't on the list so couldn't cancel it. The next two months I received 2 more that I didn't want. Then they sent me a text that another was ready to be shipped. Thankfully, this one had a phone number that I called. The person told me that he couldn't cancel it because it had already shipped, but, I could send them back or go to any VS store. Myy wife went to the one in ******** on **************. The manager, ******, said their policy only allows returns within 30 days so she refunded one.My policy is stop all dealings with companies that serve me poorly. Over the past 10 years I have spent thousands of dollars at this store. There won't be any more. I'll just throw these away.

  Business Response

  Date: 09/09/2024

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

  Thank you for reaching out to The Vitamin Shoppe regarding this refund issue. I sincerely apologize for this, as it is certainly not the experience you should have with us. I am reviewing all of your interactions with us to correct processes for the future. I have also refunded your original payment method $46.78. Please allow 2-3 business days for this to process with your bank. I have also added 250 points to your Healthy Awards account as an apology from us. 

  If you have any further questions or concerns, do not hesitate to reach out to us. I hope you have a happy and healthy day!

   

  Sincerely,

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

  Supervisor, Customer Care

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

  Customer Answer

  Date: 09/26/2024

  
  Complaint: 22131526
  
  I am rejecting this response because:
  
  

  Never heard a word from them,  Definitely not resolved.

  
  
  Regards,
  
  *** *****

  Business Response

  Date: 09/26/2024

  Dear *** *****:

  Thank you for contacting us. Our records indicate that we processed a refund in the amount of $46.78 for the auto-delivery order in question pertaining to Beet Root Powder.

  In addition, we also added 250 points to your account, which generated (2) $5.00 healthy awards vouchers.

   

  Sincerely,

  Customer Care Management

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