ComplaintsforThe 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

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

  
  

• Initial Complaint

  06/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They do not honor their return policy, they said they will except opened merchandise in their return policy, when I contacted them, they said because I opened the products, I couldnt return. I was just enquiring if they would send me a prepaid shipping label, so that I would not have to pay $30 to ship a big box back to them, now they are saying they wont except my return at all??!! Vindictive.deceptive business practices.

  Business response

  06/20/2023

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

  Thank you for reaching out to The Vitamin Shoppe corporate office. We apologize for your dissatisfaction with your purchase as well as your experience with trying to return. According to our return policy, we do accept opened merchandise. All agents involved will be coached. To resolve, I will go ahead an issue a full refund of $120.50 back to your original form of payment. You may dispose of the merchandise. Please allow 2-3 business days for the refund to process, depending on your bank. 

  Once again, we apologize for your experience. We appreciate your feedback. Have a happy and healthy day!

  Sincerely,

  ******

  Senior Team Lead, Customer Care

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

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 2, 2023 Something was auto delivered, I asked for it to be cancelled. They stated they could try but wouldn't guarantee it. I don't want the items, the only thing they offered was to return it to a store which I do not live nearby. I just want it refunded and return the item via mail for free, if necessary.ORDER: #WO59968953

  Business response

  06/20/2023

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

  Thank you for reaching out to The Vitamin Shoppe corporate office. Your order WO59968953 was successfully cancelled on 6/2/2023. We apologize for any inconvenience. Please note that agents do not have the ability to cancel most orders once they are placed, but we can request a cancellation with out distribution center which was done in this case. In the event a cancellation cannot be done, customers can return items according to our return policy. If you have any further questions or concerns regarding your order, you can reach out Mon-Sun 9a-9p Eastern at ************.

  Have a happy and healthy day!

  Sincerely,

  ******

  Senior Team Lead, Customer Care

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

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One of my orders with The Vitamin Shoppe in the amount of $202.47 was never received. The company provided a vague photo of 4 packages that were delivered by the courier to my building (some were clearly not even Vitamin Shoppe packages) and claimed that mine was among them. I did not receive the package. The company refused to issue a replacement or refund my money. They need to either refund me, or replace the items, or issue store credit.

  Business response

  05/30/2023

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

  Thanks for contacting us and do apologize for the recent order experience. Can you please confirm or provide the order confirmation of the order in question? Once received, we will provide a resolution.

   

  Sincerely,

   

  Customer Care Management

  Customer response

  05/30/2023

  
  Complaint: 20078261
  
  My order/confirmation number is WO28380752 (from April 5,2023 for $202.47). 
  
  
  Regards,
  ***************************

  Business response

  05/30/2023

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

  Thanks for confirming the order number in question. We show that at 11:35am EST today, Tuesday March 30th we did a replacement for this order in full, which will ship out within 24 hours.

  Please confirm this should now resolve the matter.

   

  Thank you,

   

  Customer Care Management

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hey,I have been charged unknown amounts on my card and also to my account. My account number is **********. I was charged $53.98 and $58.71. I havent purchased anything from you and I was charged these amounts. And there was return of an amount of $29.99. The account has been sitting idle.

  Business response

  03/22/2023

  Thank you for reaching out to the Vitamin Shoppe regarding your unknown charges. We apologize for any confusion. Here are the charges and refunds I see on your account from this year: 

   

  **Please note, your account has been deleted as requested on 3/11/23**

   

  1/16/23 - Order 00324230103724689100 placed in store for ship to store. picked up order on 1/24/23. Charge of $58.64.

  1/17/23 - buy online pick up in store order WO41112251. Charge $29.32. An auto delivery subscription was also started on this order. 

  2/8/23 - Auto delivery order WO59400336 - Charge 65.16

  2/13/23 - In store return, refund 65.16

  3/2/23 - In store return, refund 29.99

   

  If this seems incorrect, please give our ************* phone number a call at ************. Have a happy and healthy day!

   

• Initial Complaint

  02/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 2/4/23, I ordered many supplements as I had ran out and was looking to restock before leaving town. They came in 4 different shipments and I had only ended up receiving 2 of the MANY items that I ordered in a $528.06 total order. I contacted live support and they were unable to help me. Now I am at a loss of money as I never received the items I ordered. This is a very disappointing experience as I have been a longtime customer of this company. My order number is WO27969597.

  Business response

  02/21/2023

  To Whom it May *********************** *************************** placed order #********** on February 4t, 2023. The grand total of the order was for $528.06 for a total of (11) items shipped by two delivery carriers, ***** and DHL.

  Customer chatted with us and stated 2 of the 11 items were delivered and that 9 items were sent in two other packages via DHL; ***** shows delivery confirmation with proof of photo delivery. Our agent advised the customer that the package from DHL containing Oxyshred Ultra Mango, Prjct Black Pre-Workout, Iso-100 Birthday Cake,  and Creatine & Glutamine Fruit Punch can be replaced. Customer requested a refund instead, but as we do show it was delivered we advised the customer we could only reship the items or dispute the charges with their credit card provider due to delivery confirmation via DHL.

  In an effort to resolve, we would still honor an expedited one time reship for the items that claim to be not received that were handled by DHL.

   

  Thank you,

   

  Customer Care Management

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

  Customer response

  02/21/2023

  [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

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I know this may come off as an employee complaint, but it is pertaining to the company as a whole. I went to this Vitamin Shoppe yesterday (Saturday, January 7th, 2023) to meet a young man face to face and see if we could find a resolution to a question I had asked him about days earlier. He was new to the business and was candid about his lack of knowledge about the products within the store. I thought this was strange, but I appreciated his candor and continued to try to retrieve what I was searching for. While I was there customers heard me speaking to the young man about what I was looking for and the clients it may behoove to sell to, Other customers were trying to checkout so I would walk away to shop for other items I was looking for in the store. While shopping I asked one of the other associates, a young lady who apparently knew as well, where something was. She answered me in an aloof manner and walked away. I then went to the manager, the young man and I could not decern the difference in the packaging of a product. When I tried to address my questions to the young lady (the manager) she spoke to me in a condescending manner. When I saw that she was not knowledgeable, I told her "never mind" and walked back toward the counter where the young man was. She yells to the young man indignantly "yeah, he is ready to checkout". Annoyed at her behavior, I calmly told the young man, "actually, I am not going to buy anything here" and thanked him for his help. She proceeded to verbally accost me hurling vulgar language at me as I was trying to leave. I am completely appalled that employees feel liberal enough to behave like this. I did nothing (did not raise my voice, nor use vulgar language) to warrant this kind of treatment. If this is how this company operates now, I am fine with that, but I will no longer be a customer. Even further, I implore that ********************** views the reviews here. There has not been a positive review of this location in well over.

  Business response

  01/15/2023

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

   

  First and foremost, I would like to apologize for the experience you had in our store location. This is certainly not the experience we want our customers to have. I would like to share your concerns with Retail Leadership and the District Manager that oversees this store location. Please reply to this message or email me directly with the store location you visited so this can be addressed properly. My direct email address is ******.*******@vitaminshoppe.com

  We appreciate your feedback and sharing your concerns so we can improve the customer experience in our store and to ensure something like this does not happen in the future. Please feel free to email me at anytime with any further questions or concerns. Have a happy and healthy day!

   

  Sincerely,

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

  Senior Team Lead, Corporate Customer Care

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

  Customer response

  01/15/2023

  [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

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 1/29/20 my wife purchased a $100 gift card from our local vitamin shop . I had misplaced it and upon finding it I went to the store to purchase their products on Dec. 6, 22. When i went to pay with the gift card the associate said the card was coming up invalid. I showed him the receipt and I told him I never used the card. He checked again it was confirmed that the card was never used and these gift cards do not expire. I was told to call customer service and they would issue a new card as this one was probably wiped from the system for non usage. I called customer service and was told they were sending the information to corporate as that is who handles it, and I should call back to check on the status. Called corporate 12/13 and had to leave message on machine. On 12/20 I called customer service again and was told they would reactivate the old card in 24 to 48 hours. On 12/27 i went to the vitamin shop to see if the card was activated and it was still showing invalid. I called customer service again and was told to call *********** unclaimed funds in ******. This seems like a simple request and vitamin shop are dragging it out. please deliver a new card I paid for.

  Business response

  01/08/2023

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

  First and foremost, I would like to sincerely apologize for the manner in which this was handled. This is not the experience we want you to expect from us and it should have absolutely been resolved after your first call to us. I am emailing you directly with a new gift card number. I have also added an additional $25.00 as an apology, which brings the gift card total to $125.00.

  I will be addressing this with the agents involved and can assure you we will be working to ensure something like this does not happen in the future. If you have any further questions or concerns do not hesitate to reach out to me directly at ******.*******@vitaminshoppe.com. Once again, I apologize for your experience and hope that I have resolved this for you today. 

  Have a happy and healthy New Year!

   

  Sincerely,

   

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

  Senior Team Lead, Customer Care

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

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was double-charged, so I requested a cancellation within five minutes of said event. The first customer service agent said the system was down, but she would try while chewing loudly, then stated that the order didn't go through and would fall off my account. I called again within 15 minutes and the next rep found the order and canceled it. I never received an email confirmation, so I called the following morning again and was told it was canceled, but they would send another email. A day later, I got a notice it was shipped. It wasn't shipped just a label created. Fine. Then it was Supposed to arrive Wednesday, Nov. 30, 22. It did not. I called again and was told he "Lasership has terrible tracking and can't trust it. Give us a callback Monday if nothing." Lastly, I waited all day Friday by the door and outside from 8p until 10:15p est. Then again, by the door inside. Nothing. When I checked my phone before going to bed, the update showed it as delivered by the door, which is a complete and blatant lie. **************** suddenly is closed for both. I kept trying and then sent an email.

  Business response

  12/26/2022

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

   

  Thank you for reaching out to The Vitamin Shoppe. I apologize for the experience you had, both with your order and on the phone. This will be addressed with Lasership and our ************* agents involved. 

  According to the Lasership tracking information, it appears that the order was finally delivered on 12/3/2022 to 265 ***************************************. If this is inaccurate please contact me directly at ******.*******@vitaminshoppe.com so I can make it right. 

  As an apology for your experience, I am sending a separate email with a $25.00 e-gift card that can be used in store or online. Do not hesitate to contact me directly with any further questions or concerns. Have a happy and healthy day!

   

  Sincerely,

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

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

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

   

  Customer response

  12/26/2022

  [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,
  
  ***********************

*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. ↩