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 has 488 locations, listed below.

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  The Vitamin Shoppe

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

  
• 

  The Vitamin Shoppe

  137 W Route 4 Paramus, NJ 07652-1234

  
• 

  The Vitamin Shoppe

  2128 Highway 35 Holmdel, NJ 07733-2742

  
• 

  The Vitamin Shoppe

  1565 Route 46 Little Falls, NJ 07424-1744

  
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  The Vitamin Shoppe

  1740 S. Val Vista Drive Mesa, AZ 85204

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:12/03/2022

  Type:Service or Repair 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 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

  Date: 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 Answer

  Date: 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,
  
  ***********************

• Initial Complaint

  Date:12/01/2022

  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.

  On Fri 11/25 I received my Order #: WO27466848 for 8 PLNT Raw Honey. It arived with several damaged jars and **** everywhere. I called CS Immediately on Friday. 1st person I got was ****. As she was processing the ******************** we wer disconnected. I called back and I dont remember the persons name. She said she needed to wait to see if **** was going to process. after 30 minutes she began to process. She told me Fed Ex would come to pick up sometime Mon-Wed and to put out on Monday. She also said I would receive my replacement on Wed. Fed ex picked up the Honey soaked box on Monday. I called back today to see when I will receive the replacement. I talked to *****. She said There wasnt a replacement made and said that couldnt be done. She made me pay AGAIN and place a new Order #: C225766438. When I asked for the Call tag tracking# she gave me the tracking for the order delivered to me on Fri. She said she had no other Call Tag info. So I called Fed ex and they said they couldnt give me tracking info without the Call tag # so I called CS back AGAIN. I talked to ***** she gave me #***************. I original asked to speak with a Manager and she never let me. She also miss-advised saying I wouldnt be charged again. Bottom line all your reps are useless. They do not listen and told me lies. They need more Training. The Customer shouldnt know more than the employee. Ive been done this road before with Vitamin Shoppe receiving bad honey and I never was made to pay again while returning. All the calls need to be listened to and I want my refund from the damaged honey immediately

  Business Response

  Date: 12/12/2022

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

   

  First and foremost, I would like to sincerely apologize for your damaged order and the matter in which this was handled. This is not what the Vitamin Shoppe wants our customers to expect from us. We should not have had you place a new order and pay again for an order that was damaged. Please be assured this will be addressed with the agents involved and used as a coaching opportunity. 

  Your order was refunded on December 6th, 2022 in the amount of $75.12. As an apology, I am also sending a $25 e-gift card to your email address on file that can be used in store or online and does not expire. 

  We appreciate your business and apologize for the experience you had. We certainly hope you continue to shop with us; if you have any further questions or concerns do not hesitate to contact me directly at ******.*******@vitaminshoppe.com.

   

  Sincerely,

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

  Senior Team Lead, Customer Care

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

  Customer Answer

  Date: 12/12/2022

  [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.
  

  Thank you,
  
  *****************************

• Initial Complaint

  Date:11/10/2022

  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 placed an order online. I realized as soon as it was placed that I had the wrong shipping address. I called and was told they would cancel my order. Apparently, they didn't cancel my order and it was shipped to the wrong address. I spoke to someone today and they told me my only option was a "reshipment" and not a refund, despite being told 5 minutes after placing the order it was being cancelled. I do not want it shipped - I want my money refunded as there was no order as far as I knew. I was charged after being told it was being cancelled.My order number is: WO41058709

  Business Response

  Date: 11/11/2022

  Hi *********************:

  Thank you for bringing this to our attention and apologize for the experience; we will process your refund today in the amount of $157.55 and should see it reflect within 1-3 business days.

  Would you like to keep your auto delivery subscription active? Please advise.

   

  Thank you,

   

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

  Manager, Customer Care

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

  Customer Answer

  Date: 11/11/2022

  [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. Cancel the auto delivery as I presume it's also to the wrong address. I'll place a new order with the correct information for auto delivery. Thanks for your help.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/02/2022

  Type:Customer Service 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 have a vitamin shoppe account and 4 times wanting to update the account, no one did, they created new accounts, I just found that out today when the latest account was created. Only 1 account is good, the latest one and I can share that with them when they call to correct all these mistakes. I called customer service and there was no intelligent conversation so I hung up. I want vitamin shoppe to delete the 3 old accounts immediately! Why was this done this way and why was I not told until today? why was the first account not updated like it should have been? You do not keep creating accounts because vitamin shoppe does not know how to update the customer record.

  Business Response

  Date: 11/02/2022

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

   

  Thank you for reaching out to The Vitamin Shoppe. We apologize that you had multiple accounts with us and for your experience on the phone. We are reviewing the phone call you made to us for opportunities. We reached out today and resolved your account issue. We hope this resolution is satisfactory. We appreciate you and your business. DO not hesitate to contact us with any further questions or concerns. 

   

  Sincerely,

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

  Senior Team Lead, Customer Care

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

  Customer Answer

  Date: 11/02/2022

  [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 just received a phone call from ****** who handles concerns like this and she has merged all three accounts into my Newest account and I enjoyed working with her and having her help me resolve the concern. I now have one account, thank you ******, you have a beautiful soul and Im grateful to have spoken with youNamaste

• Initial Complaint

  Date:10/26/2022

  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 requested a cancellation for my within few minutes, but Vitamin Shoppe refused to cancel! I spoke to ****** (supervisor) who claimed that she put in a request a that it would be taken care of, but it turned out that she didn't even document my order!

  Business Response

  Date: 10/28/2022

  Dear ***************************,

  Thank you for reaching out to The Vitamin Shoppe regarding your order. We are not able to make changes or cancellations after an order is placed. We reached out to the shipping carrier and requested that this order be returned to sender. Upon return, the order will be refunded. 

  We sincerely apologize for your experience, and we will be reviewing the calls you made to us for opportunities. 

   

  Sincerely,

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

  Senior Team Lead, Customer Care

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

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service 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 had an issue a few items that were wrong, called customer service to see if I can get, spoke to *******. Unfortunately she wouldn't listen to what my concern was, she kept repeating herself and not understanding me. I feel very upset with this matter

  Business Response

  Date: 10/28/2022

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

  Thank you for taking the time to provide your feedback. We sincerely apologize for the experience you had. We are reviewing the call you made to us for opportunities. I am processing a refund for your order in the amount of *****. Please note, for this order you used a $10 reward which you will receive back in the form of an e-gift card. $33.86 was refunded back to your credit card. 

  I am also issuing an e-gift card for $25 to your email address. We apologize for your experience and hope you will continue to shop with us. 

   

  Sincerely,

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

  Senior Team Lead, Customer Care

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

• Initial Complaint

  Date:10/16/2022

  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.

  Ordered 4 cases of product and it was shipped to old address, when contacted Vitamin Shoppe to correct the address they said they can request it to be changed and no guarantee. I called ***** myself and rerouted because vitamin shoppe has poor customer service. They are all a bunch of cant do it people. **************** is not talking polite, it is making sure your customers are completely satisfied with their purchase and in this case actually receiving it. No amount of gift cards or coupons will get me to spend another dime at this store.

  Business Response

  Date: 10/27/2022

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

   

  Thank you for reaching out to The Vitamin Shoppe regarding your experience. Once an order is placed, we are unable to make changes or cancel it. We can make requests, but we do advise customers that we cannot guarantee an address change or cancellation. After reviewing your interactions with our ************* team, it seems that we did everything in our power to assist, including completing a successful reroute request with ***** for both packages - Confirmation # C-******** ********. The ***** tracking states both packages were delivered to your address in *****, **.

  We apologize that you feel this experience was not satisfactory and any opportunities will be addressed with our agents. We appreciate your feedback and it has been shared with corporate leadership.

   

  Sincerely,

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

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

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

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair 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 complaining about the stores' new policy of charging customers for bags to put their items in after they make a purchase. It doesn't matter if the customer is a new, one time customer or a returning customer for several years(gold member) spending a minimum of $100 at each visit(once a month). My husband has refused to pay. On his last visit, he was getting out of his car at home and dropped a bottle of un-bagged vitamins on the garage floor breaking the bottle and spilling the contents on to the floor and in the broken glass. Obviously, these items are unusable.

  Business Response

  Date: 10/14/2022

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

   

  Thank you for reaching out to The Vitamin Shoppe. We apologize that your order was damaged. Our company made the decision to go Green chainwide, but please note our customers can always bring their own bags as well. I hear your concerns and will be sharing this feedback with our corporate leadership team. 

  I am happy to refund you last purchase made on 10/10/22. $107.46 will be refunded back to the original form of payment. Please allow 2-3 business days for the refund to process. If you have any further questions or concerns, do not hesitate to reach out to me. 

  Have a happy and healthy day!

   

  Sincerely,

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

  Senior Team Lead, Customer Care

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

  ******.*******@vitaminshoppe.com

  Customer Answer

  Date: 10/17/2022

  [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 satisfactory to me. However, I still feel there should be some modifications to this "going green" policy.
  
  Regards,
  
  ***************

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair 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.

  In 2020 I canceled my subscription to a product at the Vitamin Shoppe. But since that time The Vitamin Shoppe has continued to charge my account for this product. It was something which I did not take notice to my account because I frequent the store and it wasn't a large amount. It wasn't until calling their corporate office that I was able to stop the monthly charge. The "customer care" person told me how sorry they were and didn't know how this happen but could only refund me for the last 2-months and the rest I would need to "take it up" with my banking institution. Very disappointed is to say the least and I warn other consumers to be care with the Vitamin Shoppe and to be sure that you're checking your monthly bank statement because this may be a pattern.

  Business Response

  Date: 10/09/2022

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

   

  Thank you for reaching out to The Vitamin Shoppe regarding your Auto Delivery account. We apologize that there was a misunderstanding. After researching, it seems that you had two separate Auto Delivery Accounts for the same item. The Auto Delivery subscription cancelled in 2020 was associated with the email address ********************.

  The subscription that was continuing to send orders was associated with ********************. This subscription was started 3/28/2018 in store and text reminders were sent before each order to **********. 

  As a courtesy, we would like to offer you a refund for a total of $451.24 back to the payment associated with the Auto Delivery. This is for a total of 17 orders sent between July 2020 and July 2022. You were already refunded for the August and September 2022 orders on 9/26/22. Please allow 2-3 business days for the refund to process. If you have any further questions or concerns, do not hesitate to reach out to me directly at ******.*******@vitaminshoppe.com. 

   

  Sincerely,

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

  Senior Team Lead, Customer Care

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

  Customer Answer

  Date: 10/17/2022

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

• Initial Complaint

  Date:07/07/2022

  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.

  I made an order #w026608378.the order sat for four days with no movement. I question the quality of the product if and when it arrives. I contacted customer service and said there's nothing they can do. Called ***** to return the package and I can not do it, only the shipper can have the package returned. They refuse to do that and tell me to take it my local store. There is not a store within 150 miles from where I live.

  Business Response

  Date: 07/19/2022

  Dear *************************,

   

  Thank you for reaching out to The Vitamin Shoppe regarding your order. We hear your concerns and apologize that you did not get a resolution when you contacted ************** I see that the package is on its way back to The Vitamin Shoppe, and I have provided you with a full refund of $97.83. I have also issued an e-gift card for $25 as an apology, which can be used in store or online and does not expire. The e-gift card will be sent to your email address on file. If you have any further questions or concerns do not hesitate to reach out to me at ******.*******@vitaminshoppe.com. Have a happy and healthy day!

   

  Sincerely,

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

  Senior Team Lead, Customer Care

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