ComplaintsforThe Vitamin Shoppe

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

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

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i brought a bunch of items totaling almost **************************************************************** the er 1 day in a half. when i arrived home ***** said both packages were delivered however they weren't there the customer service line is no help she keeps saying is nothing we can do i can try to see if it can be reship but ill rather be refunded and by in store because all items are in stock for store.

  Business response

  07/19/2022

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

   

  Thank you for reaching out to The Vitamin Shoppe regarding your order. We are very sorry you did not receive the order and this was not resolved in a timely manner. I see that your order has been replaced. I am also issuing you a gift card as an apology for $25 which can be used in store or online and does not expire. The e-gift card will be sent in a separate email. Do not hesitate to reach out to me at ******.*******@vitaminshoppe.com with any further questions or concerns. Have a happy and healthy day!

   

  Sincerely,

   

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

  Senior Team Lead, Customer Care

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

  
  

• Initial Complaint

  04/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order WO25941888 was supposed to arrive 2 weeks ago. Ive checked tracking and carrier lost the package. Ive tried calling vitamin shoppe customer service and nobody has called or emailed me back. I needed those items asap. I want a refund

  Business response

  04/26/2022

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

   

  Thank you for contacting The Vitamin Shoppe regarding your order. We are very sorry you did not receive it. I have sent a replacement with expedited shipping. You will receive an email with tracking information once it ships. If you have any further questions or concerns do not hesitate to contact us - https://www.vitaminshoppe.com/u/contact-us. 

   

  Have a happy and healthy day!

   

  Sincerely,

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

  Senior Team Lead, Customer Care

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

  Customer response

  04/28/2022

  
  Complaint: 17020651
  
  I am rejecting this response because:
  Hello, I would like a refund, not a replacement. Ive already waited weeks 
  
  
  Regards,
  
  Alex S

  Business response

  04/29/2022

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

   

  Your order has been refunded in full in the amount of $109.93 back to your original payment method. Please allow 2-3 business days or less for the refund to process with your bank. Once again, we apologize that you did not receive your order in a timely manner. 

   

  Sincerely,

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

  Senior Team Lead, Customer Care

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

  Customer response

  04/29/2022

  [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,
  
  Alex S

• Initial Complaint

  03/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  A while back I started receiveing email from The Vitamin Shoppe ([email protected]). I wrote to them telling them that the person placing these orders is not me, they have it going to a different name than me and a address in *********, I'm in ********, they are also keep sending me emails to order from them. I have never ordered from them. They stopped sending emails after I filed a complaint with the better business bureau after I repeatedly asked them to remove my email, now the emails have started again and its getting annoying.

  Business response

  04/06/2022

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

   

  Thank you for reaching out to The Vitamin Shoppe regarding the emails you are receiving. We apologize hat this has happened. I have involved our corporate partners involved with our marketing emails and they have confirmed that your email address *********************** cannot be found in our database. Is there a different email address that the emails might be going to? Is possible, please forward the most recent email you received from us to ******.*******@vitaminshoppe.com so we can review and resolve this. 

  Once again, we apologize that you are receiving unwanted emails. We take this seriously and want to resolve this for you. Please email me at ******.*******@vitaminshoppe.com with any further questions or concerns. 

   

  Stay Well,

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

  Senior Team Lead, Customer Care

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

  Customer response

  04/06/2022

  [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

  01/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on Vitaminshoppes App 12/31/21 and was immediately charged for it. As of 1/10/22, I hadnt received it and the Fed Ex tracker info said it was Pending with delivery scheduled for 1/13/22, which has changed dates daily numerous times since 12/31/21. 01/10/2022 I called and spoke with **** at Toll Free number who shared she shows the order is going to be delivered 1/14/22, but didnt look into issue further. She only said she heard there are some delays. Today is 01/21/22 and website tracker now shows delivery moved to 01/27/22. I called toll free number numerous times to get recording saying they are experiencing technical difficulties and to call again later. Can you please help me get this resolved? They have my money (well over $100) and I have no product and no way to get through to them. I even went to a brick and mortar retail Vitaminshoppes store and they said they cant help me. Any assistance you can offer would be appreciated. Thank you!

  Business response

  01/23/2022

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

   

  Thank you for reaching out to The Vitamin Shoppe regarding your order. I apologize that this was not resolved for you sooner. I can assure you that this will be addressed with the agent you spoke with. I have issued a replacement order with expedited delivery. I am working with our distribution center to make sure this gets to you as soon as possible. I have issued the replacement with "Next Day" shipping, however carriers are experiencing delays so please give this 2-3 days to get to you. I will be monitoring the tracking closely. 

  Once again, I apologize for your missing order and the fact that this was not resolved the first time you contacted us. 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

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

  Customer response

  01/26/2022

  [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.

  January 21, 2022, is the first time that I've ever reached out to the Better Business Bureau with a complaint.  I've had a great experience with getting this issue immediately addressed as the package was delivered yesterday on January 25, 2022.  Thank you to both the Better Business Bureau and Vitaminshoppe for being so responsive and effective with handling customer's concerns.      

  
  Regards,
  
  *****************

• Initial Complaint

  12/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  i purchased several cases of energy drink cans from vitamin shoppe on 12/10/21 order number WO25101082 i received a total of 6 damaged cans . these were all very poorly packaged up . they move around freely in the package . any kind of drop or mis handle and the product inside is easily going to get damaged . someone did respond to my emails and i was given a partial refund as well as another free case which i was very happy with this response . my free case also showed up damaged . i am very confused . why would you ship the package out in the same manner ? is vitamin shoppe aware of the dangers of botulism and damaged cans ? what if someone else receives damaged cans and isn't aware of this and consumes a drink from a damaged can and get's sick ? this is very serious . they need to learn how to pack product out in a safe manner. all of my packages had very little if any filler at all . absolutely nothing protecting the product from moving around in the box. they did give me a very nice resolution , but the attempt to keep me as a customer was very poor becasue they simply just mailed out more damaged product . they need to take this more seriosuly . i did contact the business after receivng my free case and told them i received more damaged cans and i got no response after that . this is very poor customer service. you shouldnt just ignore someones email .

  Business response

  12/26/2021

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

   

  First and foremost, we apologize for the experience that you have had. This is certainly not the experience we want our customers to have with us. Your feedback regarding your damaged order was shared with our transportation and distribution center teams on 12/17 and will be shared again. We apologize that you received another damaged order. This will also be shared with corporate leadership and we will be reviewing the opportunities to improve on future order. We take this matter seriously. As an apology, a separate email will be sent with a $25 e-gift card, valid in store or online. Thank you for reaching out to us and we hope you will consider shopping with us again. 

   

  Be ************************************** Management

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

  Customer response

  12/27/2021

  
  Complaint: 16397941
  
  I am rejecting this response because: i am unable to use the code given ? i click on   redeem code online  and i dont see a discount anywhere ? i really appreciate the effort in trying to make this right . but how can you ensure me that my order will be properly packed going forward ? 
  
  
  
  Regards,
  
  *********************

  Business response

  12/28/2021

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

   

  I apologize that there is difficulty using the gift card sent. Please check that you are entering the gift card number into the "Redeem a Gift Card" field at checkout, which is in section 3 "Payment Promotions and Awards" of the checkout page.

  Our warehouse has confirmed that they will dedicate more attention to the more fragile items when packing orders. Once again, we apologize for this experience. 

   

  Have a happy and healthy new year!

   

  Sincerely,

  Customer Care Management

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

  Customer response

  12/29/2021

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

   

   

  thank's so much 

• Initial Complaint

  11/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Two different orders both messed up:Thank you for contacting The Vitamin Shoppe regarding your order WO24833747. If items are shipped separately, it may be due to when items are available or which warehouse carries your item. When you first placed your order an authorization hold was placed on your payment method to verify that the payment was active, and the billing information you provided matched the billing information your bank has on file for you.Thank you for contacting The Vitamin Shoppe regarding your order WO24917360. We apologize that the tracking information has not been updated for your shipment. Please allow 2-6 business days for delivery. If you have not received your order on or before 11/26/2021, please let us know so we can replace if necessary. In your next shipping confirmation email, click on the new tracking link to get to our new order status page. Under Delivery Notifications, enter your mobile phone number and click on "Sign Up" to sign up for updates for this shipment. If you prefer to get updates via ********* you can click the link to "Get Updates ************ Messenger". Thank you for contacting the Vitamin Shoppe. We apologize the link for your tracking on order WO24917360 did not work properly. The tracking provided is correct as ************* and can be traced at www.cdldelivers.com. The order was processed for shipping on Friday 11/19 and is estimated to arrive on Monday 11/22. We apologize for any inconvenience this has caused.Thank you - I don't understand the reasoning or logic behind 3 separate shipments from 2 different carriers. You charged me all at once so I expect to receive everything I paid for at the same time.Thank you for contacting Vitamin Shoppe. Our records indicate that the package that is being handled by CDL was delivered today at 12:24 PM. The remainder of your order will arrive in 2 packages, and they are scheduled for delivery on 11/11/2021 and 11/13/2021. We apologize for any inconvenience. Yuck and absurd.

  Business response

  12/05/2021

  Dear ***************************,

   

  Thank you for contacting The Vitamin Shoppe regarding your orders. We apologize for any inconvenience caused. Our orders may ship separately because we want to get you your items as soon as possible. After reviewing your orders, I see that the original shipment for order # WO24917360 did not arrive and a replacement was sent. Please be assured that I have reported this to our transportation team and the shipping carrier to investigate. As an apology for this unsatisfactory experience, I have sent a $25 e-gift card to your email address on file. It can be used in store or online and does not expire. Thank you for sharing your feedback. We take this very seriously and will work to improve the experience so it does not happen again. 

   

  Have a happy and healthy day!

   

  Sincerely,

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

  Senior Team Lead, Customer Care

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

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For the past 2 months I have been getting emails from them. A person named ********************* (not me) I guess has been buying from them and maybe gave them my email by mistake. I emailed on a couple of times that they have the wrong person and to stop emailing me and take me off their list (I got a email from them that they will do that) but I keep getting emails from them and it is annoying me.

  Business response

  12/02/2021

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

   

  Thank you for contacting The Vitamin Shoppe regarding this issue. I apologize that you have received emails that do not belong to you. When researching in our system, I do not see the email address *********************** associated with an account or on a mailing list. It is possible that it was removed the last time you reached out to us. If you are receiving these emails to a different email address or still receiving them to ***********************, do not hesitate to reach out to me at the email address below so I can resolve this ASAP. 

  Have a happy and healthy day!

   

  Sincerely,

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

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

  Senior 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. ↩