This business is not BBB accredited.

iHerb, Inc.

Additional Locations

Phone: (951) 616-3600 View Additional Phone Numbers   http://www.Iherb.com


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for iHerb, Inc. include:

  • Failure to respond to 2 complaint(s) filed against business
  • 3 complaint(s) filed against business that were not resolved
  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size


Customer Complaints Summary Read complaint details

59 complaints closed with BBB in last 3 years | 14 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 1
Delivery Issues 1
Guarantee/Warranty Issues 3
Problems with Product/Service 48
Total Closed Complaints 59

Customer Reviews Summary Read customer reviews

6 Customer Reviews on iHerb, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 6

Additional Information

BBB file opened: Business started: 03/01/1997 Business started locally: 03/01/1997 Business incorporated 11/15/2001 in CA
Type of Entity

Corporation

Business Management
Mr. Robert Rugh
Contact Information
Principal: Mr. Robert Rugh
Business Category

Health & Diet Products - Retail

Alternate Business Names
I Herb Ltd. iHerb.com

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    17825 Indian Street

    Moreno Valley, CA 92551 (951) 616-3602

  • THIS LOCATION IS NOT BBB ACCREDITED

    440 North Mentor Avenue, Suite 8

    Pasadena, CA 91106

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: iHerb advertised a certain price, I ordered, my order was accepted and they cancelled it. Then tried to charge .75 more per bottle for 24 bottles I purchased 24 bottles of Stonybrook Botanicals Unscented Shampoo on June 16, 2016 from iHerb online. They sent me a receipt saying it had gone through, that I had $15.70 in Loyalty rewards. Then, they sent an email the next day saying there was a "problem" with my order and they had to cancel it. I went on line and immediately tried to re-order. There was no problem with my credit card or anything on my end. The "problem" was that they wanted to charge $.75 more per bottle for a total of $18.00 more. I view this as an unethical business practice.

Desired Settlement: Sell me the shampoo at the price they originally advertised, with the $5 first time buyer applied and with the Loyalty Award given and apologize. Bad business practices should be corrected.

Business Response: Initial Business Response /* (1000, 5, 2016/08/01) */ The customer had already placed an order under a different account and therefore does not qualify for the discount. The order was cancelled over a month ago and unfortunately the price has changed in that time. The customer is more than welcome to replace the order without the first time discount and we will honor the $6.75 price.

7/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered bulk milk thistle and it arrived damaged, unusable. Company refuses to assist. Ordered bulk milk thistle and it arrived damaged. Reported damages and company asked for photos instead of picking them up. I provided this. Company said they would reship Nothing was every reshipped so I called in to find out what was going on and they said my account was flagged and I would not receive a replacement. They have not provided any information the shipper so we can file a claim. They have not replaced the product or refunded. My bank says that too much time has gone by and that I herb is uncooperative when they try to dispute the charges. I use this product to treat a chronic illness. I am a disabled person.

Desired Settlement: Refund or reshipment. Sorry but I don't have the order number.

Business Response: Initial Business Response /* (1000, 5, 2016/07/07) */ This is a case of Fraud. Customer places orders under multiple accounts and asks for a refund for every order. We will not be processing a refund for this incident. Initial Consumer Rebuttal /* (3000, 7, 2016/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no basis for this claim. I have photos that show the damage and you confirmed the refund before you denied it. What fraud are you talking about? You are the one that has fraudulently taken my money. I will continue to work with my bank to dispute the charges against you. Final Business Response /* (4000, 9, 2016/07/11) */ We will not be processing a refund. We have a record of multiple accounts going to the same address all claiming for a refund on EVERY order.

7/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Item was shipped back via "return to sender" company has not acknowledge they've received the package over a month an a half ago. I ordered two bottles of a supplement on May 6, 2016, I received that package on May 11, 2016, I took them to USPS on May 15, 2016 and wrote return to sender. I had changed my mind about the supplements and they were then shipped back to their origin of shipment. I have cooresponded numerous times with the company over email, that is the only way to speak to someone there, and they continue to say someone will look into finding my package at the correct desk because when I put "return to sender" it was sent back to their "returns desk". As I've told them over and over what happened and how the package was returned they send the same email as what appears to be automated. "We're so sorry for an inconvenience this has caused you, but we are trying to locate your package, please go back to USPS and get a tracking number for us." As I've explained to them there's no tracking number because of "return to sender" I then receive the same email over and over. No one there is addressing the fact I'm missing my $67.96. I have tried over and over to reach out to this company and there's no one to be reached over the phone.

Desired Settlement: All I would like it my $67.96 back, if not I would like to warn others from purchasing from this company. They're stealing people's money.

Business Response: Initial Business Response /* (1000, 5, 2016/06/22) */ I apologize but we have not received the package yet from the post office. It maybe misrouted or stuck somewhere on its way back to us. However, I have provided a refund for the order back to your Paypal account. Thank you for your understanding.

6/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought item advertised but received something different 5.18.16 bought an item advertised online. Realized by accident that the ingredients received were different than advertised. 6.12.16 contacted iHerb about the problem and requested a pre-paid return shipping label. Correspondence continued back and forth without addressing my label request. iHerb admitted there had been manufacturer ingredient changes. iHerb kept asking me to research the problem for them without my being hired and paid as an employee. I was eventually told iHerb would not pay for the return shipping no matter what despite having received something different than what I purchased. That's when I filed this complaint.

Desired Settlement: Full refund and pre-paid return shipping label if iHerb wants their product back.

Business Response: Initial Business Response /* (1000, 5, 2016/06/14) */ We apologize for nay inconvenience this situation has caused you. The agent was just asking for a more detailed description of the issue you had with the product. I have emailed you a return label to return the product to us free of charge. Once the product is returned we will be happy to process a full refund for you. Initial Consumer Rebuttal /* (3000, 7, 2016/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received return shipping label. Merchant received product back yesterday, but I have not received the credit (or any notification of it coming). Final Business Response /* (4000, 9, 2016/06/24) */ Customer was refunded in full on June 23rd. Final Consumer Response /* (2000, 11, 2016/06/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) i have now rec'd the full credit. ty

6/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Incomplete refund for product. I ordered product Order #XXXXXXXX through Iherb's website for $70 and mistakenly ordered the incorrect product which was my mistake. I sent a message immediately to try and stop the shipment but it was too late. I was not able to refuse shipment at the door or else I would have just done so as I live in a condo unit so the concierge signed for the package. After attempting to return the product back through DHL I was informed it would cost $51 to return. I then took the product to Canada Post to return at my cost with tracking number LMXXXXXXXXXCA. The product was returned on June 13th and I did not hear back from them right away so sent a message. I was told my refund would be processed but only the product cost not shipping and fees. The cost minus the fees and shipping is $54.04 but they only refunded $40.99. I asked why and they said the rest would be a reward credit with them. I asked for the full refund as promised as I do not wish to deal with them again. They are refusing the full refund and continually are blaming various reasons on either PayPal or their own system. I know this seems like a small amount but from their Facebook page it doesn't look like I am the only one having issues with them.

Desired Settlement: A full refund in the amount of $54.04

Business Response: Initial Business Response /* (1000, 5, 2016/06/20) */ I have applied an additional $10.45 CAD refund to your paypal account. I will work with our engineers to see how we can refund the additional $2.60 back to your account as well. We apologize for any inconvenience this has caused you. Initial Consumer Rebuttal /* (2000, 7, 2016/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) This resolution is satisfactory.

6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company charge my money for shipping nothing. Money Charged: May 18, 2016 Until today, nothing was shipped No any explaination for the charge, that is definitely fraud. They can only charge me when the product was shipped. Payment Method: Visa Credit Card Payment Amount: $1,239.66 Product Name:Arthur Andrew Medical, Neprinol AFD, Advanced Fibrin Defense, 500 mg, 300 Capsules Qty: 10 Order Total: $1,239.66

Desired Settlement: Ship the product to me or refund my money Also I need the interest for the money even it is a little from the charge date to the date I got the refund. Apologize to me for locking my account and pretty bad customer service.

Business Response: Initial Business Response /* (1000, 8, 2016/05/31) */ Due to the value of the order, our loss prevention team attempted to verify card ownership. His order was cancelled and his card was refunded in full. The card was refunded in full on May 19th. Initial Consumer Rebuttal /* (3000, 10, 2016/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Iherb CSR, Sorry, that is not the right attitude to solve the problem. You are a big company and you can not treat your customer like this.My account can not be frozen or deleted (maybe) for such stupid reason. And you can not forfeit my reward dollars (maybe other names, I am not sure what it is, but I have lots of money left in my account). Also I want your explanation for the charge. What is this charge for? Do you think you can charge me anytime you want? All the company charge me when they ship the product. Thanks for your time and have a nice day! Regards, ****

5/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: iherb dishonestly lied about their shipping practice $20+ freeship fedex smartpost $40+ freeship usps priority ordered 40+ but receive fedex smartpost iherb dishonestly lied about their shipping practice $20+ freeshipping via fedex smartpost $40+ freeshipping via usps priority ordered 40+ but received fedex smartpost the tracking number only shows on fedex not usps and indicate clearly on fedex website its smartpost delivery iherb chat lie and try to confuse customer saying fedex smartpost and usps priority are the same things which is total bs from the comments on the web about smartpost: "I recently purchased an item with "Standard Shipping," that was not "free shipping," and the seller indicated they would send it either Parcel Post, Priority Mail, or FedEx Ground. It turns out they sent my purchase via FedEx SmartPost, which is a completely different animal, and certainly NOT the same as FedEx Ground. SmartPost has gotta be the slowest delivery system ever invented. I just want to say that from now on, whenever the carrier is not clearly specified, or of it is FedEx, that I will assume that it could likely be. SmartPost, and that I will pass on the seller and look elsewhere. To me, it wouldn't be worth it to upset customers with this snail-paced service, unless they were clearly made aware of the long transit times and agreed to it. I would rather pay a little more and get Priority Mail or First Class speed.....Bad thing is as you have found that prior to FedEx handing it off to your local PO it can take weeks in FedEx's system." will return for refund but iherb refuses to pay for return shipping cost iherb is very dishonest even though they have low price on some stuff

Desired Settlement: total full refund including return shipping cost for the iherb dishonest shipping lies

Business Response: Initial Business Response /* (1000, 5, 2016/05/06) */ iHerb never states on the website your package will be shipped by priority mail through the USPS. Here is a copy of what is on our website: Postal Service (Estimated Delivery:: May 06, 2016) Orders of $80.00 or less, Mon-Sat delivery. 10 lbs. maximum. OK for P.O. Box or APO address - Free for orders over $40.00 We call it postal service because it let's customers know that their package will be delivered by USPS and not by Fedex. If you no longer want the package you can just refuse delivery from the Post Office and they will return it to us at no charge to you as long as you do not open it. Initial Consumer Rebuttal /* (3000, 7, 2016/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Iherb is still lying and does not accept their mistake and admit to the truth Expedited (1-5 Day) Shipping FREE for orders over $20.00 regardless of weight, anywhere in the contiguous United States, where available. For this shipping method, iHerb uses either Fedex Smartpost, which delivers through U.S. Postal or UPS. Expedited 2-Day Special: Flat $4.00 regardless of weight, anywhere in the contiguous United States, where available. This service delivers by 5 p.m., Monday - Friday. This shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, and U.S. Territories such as Puerto Rico, the Virgin Islands and Guam. UPS Next-Day, Economy Special: Flat $8.00 for the first 8 pounds, anywhere in the contiguous United States, where available. This service delivers by 5 p.m., Monday through Friday. This shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, and U.S. Territories such as Puerto Rico, the Virgin Islands and Guam. UPS Next-Day, Expedited Special: Flat $12.00 for the first 12 pounds, anywhere in the contiguous United States, where available. This service delivers by 10:30 a.m. (most of the time), 12 p.m. (noon), or by the end of the day, Monday through Friday, depending on the destination. This shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, or U.S. Territories such as Puerto Rico, the Virgin Islands and Guam. Post Service 20 lbs, max. Air mail or Priority Mail works fine for delivery to P.O. Boxes and APO Addresses, as well as street addresses. Delivery takes place Monday through Saturday. This shipping method is limited to orders that have a value of $80 or less and weigh less than 20 pounds. ($40+ Freeshipping shows during checkout) if the package got lost, bounce around and back after refusal of delivery (usually happen in Smartpost) then its up to iherb to absorb the cost of the of the package but then again iherb is not trustworthy so it might not accept responsibility for the lost the question is will iherb accept full cost responsibility after refusal of delivery even if the package bounce around by usps and fedex and never get it back ? Final Consumer Response /* (4200, 15, 2016/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) it suppose to come with two day usps priority on friday or saturday not smartpost demand store credits for not using usps priority as advertised Final Business Response /* (4000, 13, 2016/05/11) */ There was no delay, the package arrived in 2 days.

5/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company failed to disclose that a calcium supplement I purchased contains lead. The company is refusing to cover the cost to return it. I purchased Nature's Plus, Source of Life, Garden, Calcium, 120 Veggie Caps from iHerb.com on May 9, 2016. There was no indication on the website that this product required a Prop 65 warning for its lead content. Upon receiving this product, and seeing the lead warning sticker, I contacted iHerb.com immediately for instructions on how to return it. I am currently residing in Japan, though my permanent address is in Ohio. Returning this will be quite costly, but I am also not going to knowingly ingest lead. Considering that this product contains a neurotoxin, which was not disclosed on the site so that I could make an informed purchasing decision, I feel that the company should cover the cost of shipping for this return, as well as provide a full refund. When I made this request I was told that "We apologize for any inconvenience this may cause you, but litigious groups of attorneys and plaintiffs are targeting our industry, as well as many other industries by filing CA Prop 65 lawsuits. This is becoming too costly to do business in California. Therefore, it is necessary for us to add this CA Prop 65 Warning to every California order. . . Using the CA Prop 65 own standard, each serving of potatoes, lettuce, wheat, carrots and most other vegetables would require a lead warning. Your personal health is affected by a wide variety of factors. The FDA has not advised people to stop consuming the products mentioned above." This is patently untrue, and so misleading its borderline criminal. First, they would never put a lead warning label on a product not containing lead. And indeed, the Vitamin D I had purchased in this same order had no such label. Upon further research, I found several independent consumer protection sites, including Consumer Labs which tests thousands of products, showing that the type of calcium in these supplements (AlgaeCal and AlgeaCal Plus) have significantly higher levels of lead than most other calcium products and much higher than would be naturally found in food products (despite the misleading claims of the manufacturer). In light of this, the lead warning label certainly seems more than justified. I also find it really unsettling that this company is attempting to convince its customers that they are the victims and that products containing such known neurotoxins are safe. It's criminal, in my opinion. Compliance with consumer protection laws does not make a company a victim. I would like this company to cover the cost of shipping to that I can return this unopened product to them for a full refund.

Desired Settlement: I would like to return the product for a full refund and for iHerb.com to cover the cost of return shipping.

Business Response: Initial Business Response /* (1000, 5, 2016/05/17) */ We completely understand your concern. Prop 65 warnings are very common here in California and are required by any company that manufacture's or sells naturally sourced products in the state of California. You can't even walk into a grocery store or buy a up of coffee without seeing a warning sign. It does not mean the product contains lead, but they are required by law to put these warnings up. However, since you are not in California we can definitely understand your concern in taking this product. You do not need to return the product, we will go ahead and process a refund for the item. Initial Consumer Rebuttal /* (2000, 7, 2016/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for agreeing to refund my money. My order number was XXXXXXXX. Again, this is for the Nature's Plus, Source of Life, Garden, Calcium, 120 Veggie Caps. I will dispose of these properly here in Japan then. I will say that it would have been much better if you'd just agreed to do this in the first place rather than sending repeated emails refusing to resolve this and offering misinformation. Further, prior to moving abroad two years ago, I was working frequently in L.A. due to the fact that this was a priority market for my company. In the significant amounts of time I spent there over the course of two years, I do not recall seeing a plethora of Prop 65 warnings. In fact, I am hard-pressed to recall seeing any.

4/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Delivery not done and almost a month now Order Number: XXXXXXXX-X. Cost: $43 + $8(shipping) = $51.Two bottles of over the counter Azo bladder control capsules were ordered with all shipping costs paid for delivery in India. The order was placed on Feb14,2016. The seller confirmed delivery in India on their website. The items have still not been delivered till date. iHerb is asking for additional approximate $40 for custom duty fees. This should have been clarified while placing the order and not after so many days. The additional amount being asked for is almost the cost of the items. We also asked them to get the items returned to them and refund us the cost minus any shipping costs and they still have not done anything. I have also now ordered the same Azo capsules from the merchant My Beauty Bazaar and they have delivered it without charging any extra custom or excise costs.

Desired Settlement: We would like them to deliver the items either to our India address or US address or refund us the costs at the earliest

Business Response: Initial Business Response /* (1000, 5, 2016/03/14) */ We apologize that you were unaware of the extra duties and taxes charged by your country's customs and duties offices. Unfortunately, iHerb.com cannot control these additional costs since they are brought by the government and not by iHerb.com or the shipping company you chose to use. Please understand that if you choose to deny the package, the shipping company will send it back to iHerb's facility where you will be refunded for the cost of the items minus any return shipping fees. If the return shipping cost is more than the amount of the shipment, the package will be abandoned and their will be no refund available. Initial Consumer Rebuttal /* (3000, 7, 2016/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) No company charges their customers any duty or excuse to deliver an over the counter drug. We have checked with the India Customs and there is no excise duty. We had the same item delivered without any custom charges through another company - My Beauty Bazaar, based in California because of the urgent need of the medicine. If at all the item should be recalled back with maybe the same shipping charges as for sending and the rest amount refunded to us. The health has suffered due to the non delivery of the item as promised while taking the order. This is undue harrassment for taking our hard earned money without any delivery. At least they should inform all hidden charges before shipping. iherb company is advertising falsely and should be penalized

2/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Iherb blocked my gift code and rewards. I and my business partner joined the iherb rewards program. But iherb blocked our gift codes and rewardsthe rewards mainly came from our orders we placed on iherb. Iherb said I and my business partner were same families and same household. But I and my business partner were really different families and lived in different address (though we share our credit cards together to buy products from iherb). In our country,we make our own families when we get married. How USA law explain families and household? Untill now, we have placed over USD100,000 order on iherb, I think we were helpful for iherb benefit and USA economy.

Desired Settlement: We want iherb to unblock our giftcodes and release our rewards. Anyway, we were really different families.

Business Response: Initial Business Response /* (1000, 6, 2016/02/09) */ Customer violated the terms of our Rewards program. He will need to work with our rewards team: *******@iherb.com to resolve this issue and get his rewards account restored.

1/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The price at last did not match the price they advertised and they refused to change the last price On December 29, XXXX XX:XX, I placed an order (XXXXXXXX-X) for three items. When I placed the order, one of items Hydroxycut, Hardcore Next Gen, Weight Loss, 180 Capsules (HYX-XXXXX) was advertised at the price of $38.49. The other two items were $0.1 and $13.43.There are two discount Save $5.00 - First-time customers only and Extra 5% discount for orders over $40.00! THe total amount is $52.02 and the discount is $7.35. So the last amount should be $44.67. But after checkout, I received e-mail and fount the item (HYX-XXXXX) was $45.19 and the last amount was $51.03. So I contact them several times to change the price. They said the last price was $50.25 and refused to change to $44.67. THey asked me if i have proof to show the price of HYX-XXXXX was advertised at the price of $38.49. I have provied the screenshot the item at that day. They shipped the items to my address in China when we did not reach an agreement about the price. So I want my money back

Desired Settlement: Full refund for my time.

Business Response: Initial Business Response /* (1000, 5, 2016/01/06) */ I am sorry the previous agent did not process the discount properly. I have refunded your card an additional $5.58 to correct your order total to $44.67.

12/29/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: When I Made My Order On The Internet With Iherb.com ( My Order Number XXXXXXXX-X ) I Was Given Three Choices To choose From, The First Two Choices Were UPS, Either One Of Which I could Not Use Because The Order Was Being Sent To A P.O Box, But For Some Reason There Was A Fourth Choices Of Which I Did Not Choose And That Is FedEx, As ****** Told Me Over The Phone When I Called The Customer Service Line, And I Called On December 3 2015 At Around 12:50 PM Eastern Standard Time And When I Spoke To ****** Over The Phone ( She Did Not Want To Give A Last Name Or Employee ), ****** Was The One That Told Me That My Order Was On A Freighter Heading To Puerto Rico, That Means That It's In a Metal Container Headed To Puerto Rico, Of Which I Informed ****** And As I Told Her Over The Phone That It Would Be Above The Requirements For The Vitamins Temperature Wise, ****** Told That The Temperature Was Fair Based On Where She Was, But The Temperature Are Much Higher Coming Towards Puerto Rico, But The Fact Remains Iherb Inc Is Lying To The Customers Period, Based On The Fact That Customers Are Given Three Choices But Not Told Of The Fourth Choice Which Would Not Be A Prudent Choice As Vitamins Degrade At High Temperatures, So ****** Told Me To send Them Back And For Future Orders Not To Choice FedEx, But That's Not One Of The Choices Given On Their Website, And If My Auntie ***** Would Have Taken Those Vitamins It Could Have Been a Health Issue, The Company May Say That It's Because The order Is Being Sent To Puerto Rico As A Reason as Why It's Using FedEx But As ****** Informed Me Over The Phone Many Customer Were Complaining About The Fact That It Was Being Sent By Freight And Not By Airplane Thank You For Your Time Sincerely ****** ****** ********

Desired Settlement: DesiredSettlementID: Delivery I Want My Order Sent As Advertised On Their Website Which Is Priority Mail, And The Only Choice given Because It's being Sent To a P.O Box, And Not The Fourth Choice Not Given On Their Website And To Stop Lying To Customers Over The Phone As ****** Clearly Did To Me Over the Phone And For Iherb To Realize That This Could Potentially Cause a Health Risk To Their Customer As Most Vitamins Require That It Be Kept At A Certain Temperatures

Business Response: Initial Business Response /* (1000, 5, 2015/12/04) */ The package is being sent by FedEx Smart Post, which uses USPS to deliver the package. Since you are using a PO BOX you can not use any other shipping method other than one that uses USPS to deliver the package. If you want it to be delivered by an express service such as UPS then you would need to use a Physical address on your next order. Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */ My Original Complaint Stands, If A Customer See's Only Three Option On The Website iherb.com, Then It Stands To Reason That A Customer Will Choose One Of Those Three Options For Their Delivery, And Option One ( #1) Is Expedition 1-5 Day UPS Or US Post, No P.O Box Or APO, Option Two (#2) Is Expedition 2 Day And Again No P.O. Box Or APO, Option Three(#3) United States Postal Service OK For P.O Box And APO, My Order Was And Is To a P.O Box And So It Stands To Reason That I Only Had One Option, So Using Their Own Response The Package Is Being Sent By FedEx Smart Post Which Is Not One Of The Options Given On IHERB.COM, And If I Wanted My Package Delivered By An Express Service Such As UPS Then I Would Need A Physical Address On My Next Order ( That Last Part Is Extremely Hilarious On Their Part My Next Order ) The Person Chosen To Respond To My Complaint Does Not Have A Grasp On Reality, Simply Because None Of The Option On IHERB.COM Says Anything About FEDEX Or Any Other Form Of Delivery So That In It self Is False Advertisement And The Fact That Those Vitamins Are In A Metal Grate Cocking In Sun Light, And The Fact Is That It Will Take Over Two Weeks For Delivery As It Says Due On The 19 Of December, This Will Be My Last Response As This Feels Like I'm The One That This Represented Myself In This Order And Is Solely To Blame When In Fact None Of this Is My Fault And They IHERB.COM Is The To Blame And Solely to Blame And It Is A Sad State Of Affairs When A Company Of Any Kind Tries To Blame The Blameless When They Are The One's Who Are Brainless, This Is My Response To Iherb.com , And Thank You ****** ******* At BBB For Your Time And Effort Sincerely ****** ****** ******** Final Business Response /* (4000, 9, 2015/12/11) */ Because the customer is using a PO Box for delivery it does narrow down their options. FedEx Smart Post uses USPS as the final delivery step which allows the customer to have the package delivered to a PO Box. Customer has already been given a $10 courtesy credit back to their paypal account. If they no longer want the package they can refuse the package and we will process a full refund for them. Final Consumer Response /* (4200, 11, 2015/12/14) */ Yes I Will Be Returning The Package As Soon As I Receive It, But One Last Repeated Point I Hope And That Is That Their Website Says Nothing About FedEx Or Even Mentions Any Other Kind Of Shipping Company Other Then UPS Or US Post Expedited 1-5 Day No P.O. Box, or APO Or UPS Expedited 2-Day No P.O. Box, or APO, United States Postal Service OK for P.O. Box or APO address, On Their Website What So Ever And What Continues To Make Me Angry Is The Fact That The Person Who Is Truly Does Not Have A Grasp On Reality, Simply Because None Of The Option On IHERB.COM Says Nothing About FEDEX Or Any Other Form Of Delivery Service Or Company And When My First And Last Order Was Made It Said Clearly That It Would Be In My P.O Box In Two To Three Days, And For The One That Keeps On Responding To My Reply Acting Like I Can't Read It Said Estimated Delivery #2 To #3 DAYS NOT #2 TO #3 WEEKS ON THE United States Postal Service OK for P.O. Box or APO address, The Only On That Says OK for P.O. Box or APO address, She Or He Must Be The The Alternate Universe iherb.com Website, And Must Be On The Reality On, Thank You So Much for Your Help ****** ******* Sincerely ****** J ********

12/11/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have bought ChildLife, Essentials, Liquid Calcium with Magnesium, Natural Orange Flavor, 16 fl oz (474 ml) and Healthy Times, Mixed Grain Cereal for Baby, 8 oz from iherb. There are red words on the web that tell me the Liquid Calcium is Short Expiration, that's very good, no problem. But there are not any red words to warn Mixed Grain Cereal for Baby is also Short Expiration. there are no red words to attention? when I received them. the EXP DATE of Healthy Times, Mixed Grain Cereal for Baby is XXXX XX XX less then 40 days from now on. So I want iherb to refund me money of the Mixed Grain Cereal for Baby But they refused my request.

Desired Settlement: refund the money, and the goods need not be returned!

Business Response: Initial Business Response /* (1000, 5, 2015/11/30) */ We apologize for the problems you had with your order. On the website we list the expiration date of the items and it clearly states December 2015. We can refund you for this item this one time, but in the future if the box is the same expiration date as the website you will need to return the item for a refund if you do not want it.

11/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: i have asked that all email advertising email be stop (unsubscribed) company states that they are unable to stop the emails at this time. i have asked that all email advertising email be stop (unsubscribed) company states that they are unable to stop the emails at this time. i was told via an email that the issue has been referred to the company's internet sales department.. Seems that the company is intentionally keeping all customers on an email distribution list for advertising purposes.

Desired Settlement: stop sending all advertising emails

Business Response: Initial Business Response /* (1000, 5, 2015/11/13) */ We apologize that you are receiving these emails. Our engineers are working with our vendors to resolve this issue as quickly as possible. We apologize for any inconvenience this has caused you.

8/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Deception by customer service rep. In regards to how shipping would be done. All so I would order a product. Disgusting I had contacted Iherb when I recieved a product (Probiotic) that was damaged. DOA I would call it. With probiotics you're able to test the live bacteria cultures by using warm milk, adding 2-3 capsules of probiotics emptied out into the milk, and then let it sit for 24hrs-48hrs. What is supposed to happen is that the bacteria will act upon the milk sugar (Lactose) and cause Lactic Acid to be produced. When this happens, the Lactic Acid will cause a acidic environment for the milk's protein, called Casein. When the Casein is in acidic surroundings, it cause coagulation or at least thickening of the milk. This is because the Casein becomes insoluable when exposed to acidic surroundings. Normally its soluable within milk. So anyways, the test failed a total of 3x with 3 different shipments of the same probiotic. This was due to the high heat of transportation. Along with sitting on a USPS truck for 8 hours at high temp of desert. Near 100 deg. With 2 days involved with shipping at high heat, all the bacteria were destroyed and failed this test. So I contacted Iherb about this and mentioned I had to have dry ice used if I were to order again. The customer representative told me that if/when I order this product she would have it on my record as 'to be shipped with dry ice', so that I could order it again with no problems. So what happened? Again, it came with no dry ice and was ruined. I contacted Iherb again about this and was told they don't ship with dry ice. I mentioned to CS Rep, what about the other Rep telling me it would be noted on my account that its to be shipped with ice? I asked was she lieing to me about this, since it didn't come with dry ice? She said no, it was noted, but they just don't ship that way. So long story short, there was deception used to gain another order from me. The previous Rep told me there would be a note showing ship with dry ice, even tho she knew full well, this would not take place. Because of what she had said, I ordered that probiotic, and occured another huge disappointment. Total of $60 spent, all for nothing.

Desired Settlement: I am demanding full refund on either the last order, or for all 3 orders of same product that were DOA. Especially after deception was used by CS Rep so I would order, yet again at a lost.

6/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Several unopened items were returned for a refund several weeks ago, and I have not received any credit for these unopened returns. The usps tracking number for this return is XXXXXXXXXXXXXXXXXXXXXX. The following items were returned unopened for credit: XXXXXXXX eclectic institute Echinacea 2 XXXXXXXX now foods c complex powder 1 XXXXXXXX doctor's best suntheanine 1 ******** California xtracts American ginseng 4 XXXXXXXX eclectic institute gotu kola 1 XXXXXXXX eclectic institute ginkgo/gotu kola combo 1 XXXXXXXX Himalaya herbals vigorcare men 1 XXXXXXXX paradise herbs foti 1 XXXXXXXX now foods glycine 1 XXXXXXXX now foods tyrosine powder 1

Desired Settlement: I simply want to be credited for these unopened, safety sealed returns.

Business Response: Final Consumer Response /* (2000, 8, 2015/06/16) */ I have heard from the company and they have credited me for the unopened returns. thank you for your help. sincerely, ** ******

6/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I Ordered 6 items but only received 3 items I was told the amount of refund but only got 61% of the refund. First complaint of its customer since 2011 On 6/8, I ordered 2 bottles of Vitamin C with Flavonoids & 4 bottles of Medipro Multi Complete without iron. Both were products by Thorne Research. I paid with credit card at a total of $123.04, including $12 for Next Day expedited shipment . My order number was XXXXXXXX-X I received confirmation of shipment on 6/9 with the details of shipping content.(attached below) On 6/10 around 9:39AM, the package arrived. Inside the package, there was a slip with printed quantities and product codes. The slip showed 2 of THR-XXXXX & 2 of ThR-XXXXX. However, the number of Total Units was erased with a black marker by someone and changed to 3. In the package, there were 3 items in total: 2 bottles of Vitamin C with Flavonoids & 1 bottle of Medipro Multi without iron. Upon receiving the package and noticing that I only received 3 items instead of 6 as the shipment confirmed by your e-mail, I immediately contacted your on-line chat representative to address this issue. In the midst of conversation while following your representative's instruction to verify the price I paid for each item, I subsequently lost the on-line chat screen with her by accident. While I was communicating with your representative, I complained to her I was never been informed of my order being cancelled by IHerb or offered any explanation for it, even after your shipment confirmation. When I completed my order on 6/8, there were still more quantities left in stock than the amount I ordered as indicated on your website. A confirmation of accepted order was also e-mailed to me shortly after my order on 6/8. The representative then sent me another e-mail for the explanation of order cancellation by IHerb unilaterally. But that was 5 minutes after my complaint! I told the representative that this was the first time I paid a premium to expedite the shipment because my family depended on them. More importantly, the local weather where I live was reaching summer heat which would not be favorable if the vitamins stayed in transit too long. Though the representative apologized for the inconvenience this issue cost me, I am still waiting to see how IHerb would resolve this issue with a frequent customer like me who has in fact enjoyed the business with IHerb since 2011. As I concluded this e-mail, my credit card account shows a charge of $123.04 and a refund of $37.96 by IHerb. To be required of paying more than what I received from IHerb, I find this unacceptable.

Desired Settlement: I am willing to pay for what I have received which were 2 bottles of Vitamin C with Flavonoids & 1 bottle of Medipro Multi without Iron. As a frequent customer since 2011, I have in fact been pleased with the fast delivery of my orders at IHerb. But this time, it appeared to me there was something going on besides an innocent mistake. I sincerely hope IHerb resolves this issue with me quickly. Meanwhile the company should launch a thorough investigation regarding the inventory control and the honest business practice of product delivery. I have filed the complaint verbally and in writing to the company but am still waiting for resolution. It is sad to find out today there have been plenty of complaints already, including many still unresolved!

Business Response: Initial Business Response /* (1000, 5, 2015/06/12) */ We apologize for the confusion but the customer was refunded back correctly for the missing items. Customer received credits on multiple transactions. Customer was in fact charged $123.04. They were refunded $37.96 on June 9th and then an additional $18.98 was credited back to their card on June 10th. So their total refund for the missing products was $56.94. Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased two orders on January 26th: 1) order XXXXXXXX-X for $92.342) order XXXXXXXX-X for $59.29The orders had a total value of $151.63 USD, but they were never delivered to me, for some unknown reason.The tracking number shows on the Swedish Posten.se (http://posten.se/sv/Sidor/home.aspx)that BOTH packages were returned from Sweden to iHerb on February *************** returneras till avsndarenFrsndelsen transporterasHndelserDatum/TidpunktPlatsHndelse2015-02-27 04:32Toftans, SverigeFrsndelsen returneras till avsndarenFrsndelsen transporterasHndelserDatum/TidpunktPlatsHndelseXXXX-XX-XX XX:XXToftans, SverigeI wrote to iHerb via email several times, asking for a refund, but they claimed they had not received the packages. The Swedish Post Office said that they report the packages as missing, but iHerb refuses to do so. At first, iHerb said that I would receive a refund after two months. Two months has now past and now they say that it may take "several months". I suspect iHerb has no intention of giving me a refund at all. I was a faithful customer of iHerb's for years, but recently, they have changed postage rates and carriers and I have had problems with my last four orders with the final two never being delivered to me at all. All I want is a refund for the products that were returned to iHerb. They have no reason to keep my money, and there is no reason why I should be held responsible for the packages I never received.Since iHerb stopped using packing slips I have had problems with their orders. Also, I do not know if the packages were properly addressed. I have received around 30 packages from iHerb previously, prior to their changes in policy. Product_Or_Service: Supplements and health foods Order_Number: XXXXXXXX-X & XXXXXXX

Desired Settlement: DesiredSettlementID: Refund I paid $151.63 for the products with shipping. iHerb says their policy is to deduct the shipping costs as well as 20% of the total value of the products "for handling". This is very bad customer service and a horrible way to treat loyal customers.I want a refund for what I paid for, that is the value of the products I paid for in the two orders $92.34 and $59.29.

Business Response: Final Consumer Response /* (2000, 6, 2015/05/04) */ Dear Ms. ******** I had written to iHerb's customer service and mentioned to them that I reported them to the Better Business Bureau, and that I would be writing on every complaint site I could find, and, low and behold, they paid my refund! Thank you, ******* *****

4/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered from iherb,Refused the packed to added shipping cost. Said I would get a partial refund and never contacted me. Ordered from iherb and refused the package due to added shipping costs. Talked to a ******* who said I would be issued a partial refund which wad reasonable. It has been one month and they never updated me on my case. I had to email them. They said the package was "abandoned". Ie they were keeping my returned products and all my money.

Desired Settlement: I want my partial refund that I was told I was getting.This company has a horrible reputation on line for this type of transaction. They have an average 2.5 rating out of 10!

Business Response: Initial Business Response /* (1000, 5, 2015/03/09) */ The package did not have additional shipping fees, but the customer needed to pay custom taxes and fees. The customer refused and the cost to have it returned was more than the value of the package. Here is what is clearly stated on our website: If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no credit for the order Initial Consumer Rebuttal /* (3000, 7, 2015/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. I have all correspondence to customer service and no where did she say that if it was abandoned would I not get a refund. She went into great detail about the process but conveniently forgot to mention this critical fact. I feel like I am not the only one that has received this horrible customer service. Their ratings on numerous websites is subpar and closer to a zero. When I refused the package I was told a partial refund, I did not expect a full refund. What really gets me is that 3 weeks after I refused I was expecting some sort of follow up (like a reputable company would normally do). I had to contact them and was told it was "abandoned " which in essence means we take your money lose out on shipping but still keep our product. I honesty am shocked this company is still in business and am trying to get more people to file complaints with the BBB so they don't keep stealing their "customers money. Final Consumer Response /* (3000, 11, 2015/03/24) */ *Email attached.

4/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My order at iherb got lost.I paid through alipay.Iherb refused to refund Alipay.I was awarded 6-months-vaild credits in compensation. I placed an order at iherb on December 1,2014.My order number is XXXXXXXX.I paid $81.24 through alipay.The order was transported via UCS China-EMS and got lost 2 months ago.I contacted UCS and UCS told me to wait 2 more months to ensure the order got lost.I emailed iherb on march 8,2015.Iherb admited the order got lost,But Iherb refused to refund Alipay.I was awarded $81.24 credits in compensation.The credits should be used at iherb within 6 months,or they will be invalid.I think it is a compulsory consumption.Consumer rights were violated.

Desired Settlement: Iherb should refund me $81.24 through Alipay

Business Response: Initial Business Response /* (1000, 5, 2015/03/19) */ Unfortunately with Alipay, you have a limited time to process a refund. We attempted to refund the customer back to their Alipay account and Alipay refused the refund due to the date of the transaction. That is why we had to give the customer a refund in the form of store credit. The customer can use this store credit to place an order at anytime. Initial Consumer Rebuttal /* (3000, 7, 2015/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As far as I know, refund can be transfered to my alipay account.

3/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Returned items via USPS and company will not issue me a credit and gives me the runaround. Order #XXXXXXXX Received this order on 1/27/15 and returned two items from this order on the 28th via USPS 1st class mail. Tracking shows they received the two items on 2/2/15 and I have contacted customer service 3 separate times only to get the runaround each time and be told I will be notified via email when the credit is posted. The last person in customer service told me on their chat line it can take up to 2-3 months to receive a credit for returned items which I replied was absurd. A supervisor then informed me she would look into this and get back to me within 1 day and never heard back. It's now over 3 weeks and still no refund/credit for the two items I returned.

Desired Settlement: Simply a refund/credit for 2 returned items which were: Jarrow Formulas Citrus Bergamot, 500 mg, 60 Capsules at $30.07 and Dr. Mercola Premium Supplements CoQ10, 100 mg, 30 Licaps Capsules at $10.39 both less the 10% discount.

Business Response: Initial Business Response /* (1000, 5, 2015/03/02) */ We are waiting for the tracking number and or receipt from the customer. He stated he had it and we asked him to send us a copy so we can research it further with the USPS. One item he claims to have returned is a non-refundable item. It was a short dated sale that had the disclaimer that it could not be returned for a refund. Once we have confirmation that the other item was returned, we will be more than happy to process a refund. Initial Consumer Rebuttal /* (3000, 7, 2015/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have twice now tried to use their "contact us" form on their website to forward the USPS tracking info and both times the message failed to go through their system and kicked back. At this point I am tired of pursuing this already over $40.00 of returned items and will simply take all of my future supplement business elsewhere, as will my wife and business. I hope this $40.00 discrepancy was worth losing 3 active customers for iHerb.

3/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Technical issues on the website that was made aware to iherb after they charged me $50 more on my order. I have been a customer of iherbs for a couple of years now without issues and recommend them to everyone. The service, quality of products are amazing. I have almost spent $2000 to become a VIP member. On January 26th 2015 I emailed iherb to inform them that my last order was overcharged (XXXXXXXX-X). My checkout summary was $146 but my bank took out $190 which is a huge difference. I explained to iherb that this is unfair. On there website I have ALWAYS used, there was a drop down flag option for you to choose your country. I would always choose Australia and then proceed to purchase. This time there was no drop down option. There was no section for me to to change to AU dollars so I assumed it automatically registers my address upon checkout seeing I'm in Australia.  Iherb responded to me saying I did not use the right iherb site and my purchase was shown it was in US dollars. I only own an iPad and have always used iherb through the google option and have been able to change my location this way with no issues before. I sent through a photo to iherb showing them there is no option for me to change locations and how the website has clearly changed from other times I've used this. I was told on iherb live chat from *** this was undergoing maintenance. This was before I purchased items and that is why I assumed at my order would just register my country. I am still recovering form cancer from 2012 and was introduced to iherb because of the cost of the products. Being unable to work I budget weekly my sickness allowance I receive to be able to eat, pay medical bills and purchase supplements and vitamins to help get me well. I would not of purchased close to $200 worth of supplements because I just can't afford that. I can't send the items back now either as it will cost me so much money I don't have. I have already had to borrow money for the $43 extra I was charged and feel horrible I can not pay back my sister. It's bad enough to be made to feel awful without asking for help. This is extremely unfair of iherb. I was told they would send my picture to the tech team to see if it's a tech issue and the responded with its my fault because I am on an iPad. I have always used an iPad without an issues. I've made all my iherb purchases on the Ida as I do not own a computer. I tried explaining there is no where at all on there website that explains you have to use a computer to get the full benefit of the website but no own has responded to that. You can google iherb yourself and see there is no option for this.  Thank you for your time. ***** ******

Desired Settlement: $43 which was want was overcharged

Business Response: Initial Business Response /* (1000, 5, 2015/02/23) */ There was actually no technical problem with the website. Customer assumed she was ordering in Australian Dollars. But she was ordering in US Dollars. She was charged the correct amount for what she ordered. We already gave her a $10 courtesy discount, but we will not be able to refund her any additional amount. Initial Consumer Rebuttal /* (3000, 7, 2015/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't say there was a tech error.... I kept being told that I should of used the drop down menu on the left side to add my country. I kept explaining I have no option to do that. This is where I sent a picture showing I do not have this option and I was told it would be sent to tech support. I can send a picture of that response if they like?  The website has been changed I was told so therefore doesn't give the drop down option now on iPad is what iherb is saying.  As I said before this change the flag option was always there even on my iPad. I'm sure i can find a picture of this as I screen shot all my orders and receipts to show the difference.  I have never had an issue in the past, ever. Where does it show you need to change the currency on the new site?  The photo I sent of my receipt doesn't show US dollars? 

3/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have been a loyal customer for over 8 years. My last order was substantial, $175.00 for quality vitamins for my family. For the last 5 years, I have been having products shipped to my home address. This last order was accidently sent to my old address over 5 years old, by no fault of my own. I have contacted this company on phone and via email 7+ times. I can never get a straight answer. A manager told me once my order was retrieved by UPS from the wrong address, I would get a refund right away. Another rep said I would get a reshipment. This past Fri, I was told I would be notified within 24 hours... Now, I am being told that UPS hasn't returned this package to them. It is going on 10 days now.. Until UPS returns this, if they do, I am out product and/or a refund. I find it hard to believe that the package has been retrieved from UPS, but there is no record of its progress. Isn't that what UPS does for a living?! I am exhausted from trying to get what is right- my products or a refund. it is going on 1 month of this frustration. Very very poor communication and customer service in this company. I will never order from them again. Product_Or_Service: vitamins Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I want a full refund. At this point, I will take my business elsewhere after such frustration and lack of respect.

Business Response: Initial Business Response /* (1000, 5, 2015/03/02) */ Customer has been refunded in full. Initial Consumer Rebuttal /* (2000, 7, 2015/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I had to contact them again for this to happen. Thanks to the BBB for helping this get resolved! They took me more seriously!!

2/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On 6/12/14 I made order nr.XXXXXXXX-X with tracking delivery CDXXXXXXXXXSE from iHerb.com,in 72.83US$.The last information from the order is from 9/12/14 & I didn't get it.The order got lost,& iHerb refuses to take responsibility for "tracking delivery"'to make refund ,and to pay me back the money I paid for package I haven't receive. Product_Or_Service: Pharmacey Order_Number: XXXXXXXX-X

Desired Settlement: DesiredSettlementID: Refund Refund to my credit card of 72.83US$

Business Response: Initial Business Response /* (1000, 9, 2015/02/16) */ We apologize for the unusual delay in receiving your order. We've been looking into the inquiry and our records show your order left the warehouse. However, at this moment we are unable to determine the current status the order was shipped is an international airmail package. With international delivery, it is not uncommon for packages to be delayed due to one of three issues: 1. International Shipping 2. Local Customs Regulations 3. Local Delivery Provider Please allow us some additional time to research these international delivery touch points. If your package is delivered in the meantime, please let us know. We do appreciate your patience in this matter. Initial Consumer Rebuttal /* (3000, 11, 2015/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) On the same time the response was sent to BBB,they wrote to me that the package got lost,they wrote in their web that it got lost,and this is not what they write to you.To me they wrote they will give me refund,they did't write it to BBB.They ignore in they response to BBB,that it was a tracking delivery,and they had to take the immediate grantee for it's disappearance.iHerb is playing a dirty game by writing to BBB and to me absolutely different things.The only policy they have is gust to take time.They don't take responsibility for me as a costumer that used to buy from them for a long time in a lot of money.The last information from the package is from December 9th 2014,so, the fact they are asking now for more time is very annoying.I have started writing to them about the missing purchase befor more than 4 weeks.Why haven't they done they research in all this very long time? Final Consumer Response /* (2000, 13, 2015/02/18) */

2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Items ordered and paid for November 27, 2014. Expected delivery December 10, 2014. Despite contacts with iHerb no delivery has been made. I ordered and paid for items on November 27, 2014. Order number: XXXXXXXX-X Expected delivery December 10, 2014. No delivery was made, so I contacted iHerb on January 8, 2015: "Dear iHerb, I still haven't received the items I ordered. Please check this order and let me know when I can expect the items to be delivered." Received answer same day, stating that they will investigate the issue. No contact or delivery was made, so I contacted iHerb again on January 27, 2015: "Dear iHerb, I still haven't received the items I ordered, nor have I received an explanation on your investigation into this. Please ensure that I receive the items I paid for, or make a refund." Received answer same day, stating that they cannot provide a specific explanation why it was not delivered. No refund for the ordered and paid for items accepted by iHerb. Contacted iHerb again same day: "Dear iHerb, Please attach proof that you have sent the items and a contact to the delivery company including proof that they have sent the item to my address. As this by no way is the first time I order items from the States, I'm well aware of the fact that customs can hold an item. If they hold an item, a note is immediately sent to the recipient and a customs charge is applied." Received answer same day, stating that they cannot provide a specific explanation why it was not delivered. No refund for the ordered and paid for items accepted by iHerb. Contacted iHerb again same day: "Dear iHerb, I specifically asked for proof that you have sent the items to the delivery company; what you have shown me is in no way sufficient. Please provide me with the contact person at the shipping company, including proof from the shipping company that they have sent the items to me. Name of shipping company (full name, including internet address): Contact at shipping company (full name, including email): Confirmation from shipping company:" Received answer same day, stating that iHerb are the shipping company and that I should contact the local post office. Contacted iHerb again next morning (January 28, 2015): "Dear iHerb, It seems clear to me that you did not ship the items that I paid for, as you are unwilling to provide the information requested. This, if you cannot show clear evidence that the items I paid for has been shipped, is fraud and will be reported as such to the FTC and BBB. One last time, either ensure that the items ordered and paid for are sent to me, or sent the following information so that I can contact the shipping company: Name of shipping company (full name, including internet address): Contact at shipping company (full name, including email): Confirmation from shipping company: And please don't try to put blame on the customs or the postal services in Sweden, I know well how they work here." No answer from iHerb after the last contact. In summary, the items that I ordered and paid for have not been delivered and iHerb have not solved the issue despite my attempts.

Desired Settlement: 1. Delivery of ordered and paid for items. 2. If no delivery is made, a full refund.

Business Response: Initial Business Response /* (1000, 5, 2015/01/30) */ Thank you for notifying us that your order was not received. Since your package offers no tracking, we cannot provide you a specific explanation why it was not delivered. However, the most common explanation why the package is not being delivered is due to customs. Most likely, your country's customs office will not release the package. They consider this package to contain restricted products or the local customs fee for entry has not been paid. As a result, the package may have been turned back to iHerb.com. Unfortunately we are unable to refund you for an order that is not delivered unless it is sent back to iHerb.com. As it states on our website when you select the shipping method, refunds are not available when choosing International Airmail as your shipping method and the order is lost. Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) iHerb have once again refused to provide any proof whatsoever that shows the items ordered and paid for have been shipped. They are using the same standard answer as before, stating the same lies on how the customs in Sweden work. I have ordered several items from the States, each time the customs promptly send a message to me with the necessary fee to be paid. No such thing has occurred. This should be considered as fraud.

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Goods invoiced, never received, Outsourced "customer just buyin Likely fraudulent use of credit cards (maybe never sending items to customers... order 15/XX XXXXXXXX-X Goods invoiced, never received, Outsourced "customer just buying time to make sure you are too late to report to your bank Likely fraudulent use of credit cards (maybe never sending items to customers...). No refund nothing just a fraud...

Desired Settlement: 66,13 €

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ Package was delivered on January 13th. Successful delivery Jan. 13, 2015 Released by destination customs Jan. 12, 2015 Received by destination post Jan. 02, 2015 In transit to destination country Dec. 22, 2014 Shipment Information Received Dec. 19, 2014 Initial Consumer Rebuttal /* (3000, 7, 2015/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, I have not received the parcel even though the tracking, accroding to them says parcel delivered (to who? where, etc.). I have received no parcel and I would be really curious to know who has signed for me if anyone at all has! Interestingly, those guys told me yesterday they did not know where the parcel was!... Earlier they suggested I check myself with Federal Express to know what's happened!... Final Consumer Response /* (4200, 11, 2015/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is illegal to impose such incoterms. A sale is presumed completed only when the goods are actually received by the buyer. Even an honnest seller can not hide behind this... If ecommerce and commerce were like this... were there would not be any commerce as nobody would dare to buy anything from anyone! Iherbs is not above the Law and can not try to create its own. Iherbs is responsible to deliver the goods to the door of the customer. I have never received these goods Please refund Final Business Response /* (4000, 13, 2015/02/11) */ I do apologize, unfortunately we do not offer refunds or reshipment's for orders when the chosen shipping method is International Airmail. We do state this information on the section titled "International" and at the time of check out when that shipping method is chosen.

2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Found online and placed an order. They said it shipped then cancelled it but I can't verify that. They said they cancelled my order for not complying with their policy which I have no Idea what they are talking about, so I went to the website and tried to log in to make sure that my order was indeed cancelled or if they had charged my credit card. I could not log in, it said that my account was inactive. I believe they are scammers.

Desired Settlement: I want to log in to see if my order was cancelled. I don't care why. I will order from reputable companies from now on.

Business Response: Initial Business Response /* (1000, 5, 2015/02/02) */ Customer has placed an order on January 14th under a different account to get the $5 credit. Now thw customer opened a new account to place the order. The order was cancelled and the customer was emailed why the order was cancelled. Customer can log into his account now to check his order status. Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Untrue response. I tried to log in under my email address and their system did not recognize my address as valid so I had to make a new account in order to process my order. Their automated system accepted my order and said it "had shipped" then they cancelled it later, accusing me of fraud. I was not able to log into my account in order to verify cancellation so that I could order from somewhere else. Their system said that my account was deactivated! I am not able to log into account. Untrustworthy company. Final Consumer Response /* (2000, 11, 2015/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2015/02/03) */ We can assist you in getting logged into the original account you do not need to create a new account. also the second account is no longer restricted. You can log in at any time.

12/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i was charged $56.00 in shipping charges to return an item that didnt clear canadian customs. On 10/28/14 I placed order #XXXXXXXX with Iherb in the amount of $117.91 for a protein supplement. Of the total, 10 dollars was for shipping and handling. When the product reached Canadian customs I was contacted via e mail by Mr *** ******** from DHL, regarding waybill #XXXXXXXXX. I was informed I had to fill out a temporary power of attorney and e mail it back to Mr. ******* for the package to be processed. I never had to fill out a power of attorney before to get a package and was uncomfortable sending it to someone I don't know. I asked DHL's Mr. ******* to return the item to the shipper and I informed the shipper why I was returning the item. I was surprised to find that iherb is charging me $56.90 in shipping fees after refunding me a total of $61.00. I am willing to pay appropriate return fees, if any, but as the shipping to my house was only $10.00 I dont understand why a return would cost $56.00. I also wish to state that Iherb never informed me that I would have to file a legal paper to get this item, and more importantly never informed me that they would charge me so much money for a return. It is for these reasons I am filing this complaint and I would like to get an appropriate refund for an item that I never received. Thank you in advance for your assistance.

Desired Settlement: I would like to receive a legitimate refund that reflects the actual cost incurred by Iherb for the items return.

Business Response: Initial Business Response /* (1000, 8, 2014/11/25) */ Here is what it says on our website: Customs information: iHerb will not be liable for packages refused or held by customs for delivery We request that you contact your customs office and ask about import regulations and restrictions before placing your order. It is important for you to become familiar with Customs policies for your specific country before ordering. Customs regulations differ by country and not knowing their regulations can result in your order incurring high import duties, the delivery being delayed or even returned. Please check with your Customs office to see if your country permits the shipment of the products you are planning to order from us and if any additional licenses or permits are needed. Please Note: If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, we will refund your credit card as follows: You will be refunded the total amount of the order, minus the shipping charge, and 20% of the value of the order, (as a re-stocking fee). We will also subtract any other outside charges iHerb.com has incurred during shipping, such as warehousing fees, return postage fees, etc. Customer was already provided an additional $40 refund. Initial Consumer Rebuttal /* (3000, 10, 2014/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Iherb charged me $56.00 and I received nothing. Anyone from Canada should avoid ordering anything from this company. Their shipping costs DO NOT reflect the actual cost you will pay and the company does not inform you of that. Should you decide not to pay the additional hidden costs and return your order they will still charge you 80% of the total and you get nothing. STAY AWAY from this company.

11/4/2014 Problems with Product/Service
9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My order on Iherb.com was lost by the carrier. I have requested a refund, but fail to get the money back. I placed an order No.XXXXXXX on Iherb.com on May 22, 2012, but failed to receive my package. On August 23, 2012, I contacted Iherb via email to inquire the status of my goods, and one of their customer support specialists, ****** promised in a reply dated August 28, 2012 to refund this missing order. However, instead of being refunded to my credit card, the money was refunded by means of so-called awarding points into my Iherb account. Moreover, although ***** never mentioned there would be a validity limit, the awarding points expired after 6 months. So the fact is, I haven't received the package, and I can't get a refund. In my opinion, it is quite unreasonable and unfair.

Desired Settlement: I 'd like to get a full refund to my credit card for this order.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have not received credit for 3 unopened returns that were shipped back. The unopened returns include now foods tryptophan powder from order XXXXXXXX, now foods tyrosine powder from order XXXXXXXX, and superior source methyl b12 from order XXXXXXXX. The usps tracking number for these unopened returns is XXXXXXXXXXXXXXXXXXXXXX. usps.com shows the item was delivered to iherb on 8/20/14. They have not credited me for these 23 unopened returns. I simply want to be credited for these three unopened returns. Thank you.

Desired Settlement: I want to be credited for these 3 unopened returns. Thank you.

Business Response: Initial Business Response /* (1000, 8, 2014/09/19) */ Customer has been refunded now for all their returned items. Initial Consumer Rebut**l /* (4200, 10, 2014/09/19) */ iherb has refunded me for the unopened returns. thank you for the assis**nce. ** ******

9/3/2014 Guarantee/Warranty Issues
8/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: iHerb required an order to be placed to add a new credit card to my account, and refused cancellation of the order in breach of their own policies. I received a new credit card, which I updated with all my suppliers. To add a new credit card to iHerb's system, iHerb require "Please go through Checkout to add a new credit card". iHerb's cancellation policy is: "You can cancel or modify an order so long the status of the orders states "In Progress" or "Ready to Pick". Once the status states "Ready to Ship," you cannot cancel or modify." Given this, I went through checkout with a "dummy" order, to enable adding my new credit card. Then immediately, I went to cancel the "In Progress" order. iHerb.com would not permit me to cancel the order, which I tried multiple times whilst it was showing "In Progress". I have abided by iHerb Terms and FAQs, including correctly following their cancellation procedure, however iHerb.com would not allow me to cancel the order. Due to iHerb's breach of policy/IT maladministration, iHerb shipped the order. iHerb have now advised me to refuse the order, but that I will have to pay postage and 20% restocking fee, due to their breach of policy/IT maladministration. I also find it ridiculous that I had to go through checkout with a "dummy" order in order to add a new credit card to my iHerb account, as all other suppliers have allowed me to just enter a new credit card in my account.

Desired Settlement: 1) iHerb change their system to allow new credit cards to be added without forcing customers to place an order. 2) Full refund of AUD$37.25 for order XXXXXXXX-X, given they required me to place an order to simply add a new credit card, and then refused to permit me to cancel it in breach of their own policies.

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ We will go ahead and have this order recalled and refund the customer. Unfortunately there can be a alight delay in when you place your order and when it is able to be cancelled online. The only time you will be able to place a new Credit Card in your account is when you place a new order. You do not need to place a "dummy" order, you can wait until you are ready to place an order to enter your new credit card information. Initial Consumer Rebuttal /* (2000, 7, 2014/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) iHerb has refunded the order in full

7/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: An unopened item was returned for credit. No credit issued. I sent back a package of Doctor's Best Suntheanine unopened for credit on 7/12. Order # was XXXXXXXX. I marked "refused, return to sender" on the original box. So far I have not received credit for this unopened return.

Desired Settlement: I simply want the credit for 15.67. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ We have refunded the customer for the returned item. Initial Consumer Rebuttal /* (2000, 7, 2014/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) thank you for the prompt help/response.

7/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Excess charges; Failure to deliver Merchant charged my card in excess, and in any event, failed entirely to deliver order # XXXXXXXX nor ask for it to be returned to sender. Instead, merchant asked UPS to destroy the package, after specifically communicating to me that it would be returned to sender through merchant's shipping department. Merchant offered nothing beyond a very partial credit. I'm writing to exhaust all options before I submit the transaction for a full chargeback with my credit card company. It is a shame that this is how Merchant treats customers in general, and long-time VIP customers in particular.

Desired Settlement: Refund in full (rather than in part) or a chargeback in full.

Business Response: Initial Business Response /* (1000, 5, 2014/01/23) */ Customer Service Supervisor ***** spoke to the customer and a $100 refund has been processed for the customer. Initial Consumer Rebuttal /* (3000, 7, 2014/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is exactly the nature of the very partial refund mentioned in my complained. As provided in the complaint, it is not acceptable, and a request is made for either refund in full or chargeback in full with the credit card company for the order which was no delivered, yet charged and overcharged. Final Business Response /* (4000, 22, 2014/04/02) */ Proper paperwork was sent with the package. However, sometimes customs requires additional paperwork for import purposes such as an import license or further information from the importer that iHerb is unable to provide and is actually the requirement of the consignee to provide. If the consignee refuse to provide the necessary documentation and refuses the package the customer is not entitled to a refund as it clearly states on our website. If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no credit for the order. Final Consumer Response /* (4200, 11, 2014/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Did the Business just send an (irrelevant) copy-pasted part of its TOS in response to my specific complaint? It is appalling that a copy-paste is the maximum degree of attention it would give to a BBB complaint. How about a real answer from an actual decision-maker?

7/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Pckge was refused due to very high duty/brokerage fee. Courier would ship back to supplier, but supplier refused and no refund issued for consumer. I am a long standing customer with iHerb. I buy every month a few hunder $$ worth of merchandise. I ordered a small package as a gift for a friend in Riga, Latvia. Shipped by DHL Int'l. My friend was told it would be 50Euros to get the package.She could not afford that and refused the package.It was to be sent back to iHerb,however they refused claiming it would cost too much and refused to refund me the money.When I contacted them to ask if they could compensate me somehow since I've been ordering from them for so long and I'm a great, loyal customer. This obviously was not my fault and even though they would not refund me my shipping and only refund some of the cost of the product, it would show good faith and good customer service. I got a "canned" reply that repeated why I did not get a refund. I am extremely disappointed and upset. It is not just the money - it is the point. I deal with a lot of different companies and when I have a complaint the customer service is quick to respond and try to fix the situation. Here, it is as though they don't really care. So, my point is that someone should tell them that the world is made up of small customers in the type of industry that their business is in and they should value the relationship and be courteous and try to help.

Desired Settlement: I would like a refund for the package involved, but more so I would also like an apology and I'd like it if they could change their ways and become more conscious if customer issues on an individual basis and not treat everyone like they are a number.

Business Response: Initial Business Response /* (1000, 5, 2014/06/23) */ We apologize that you were unaware of the extra duties and taxes charged by the country's customs and duties offices. We do have the following information posted on our website: You may have to pay import taxes and/or customs duties. You may also be required to pay a brokerage (handling) fee for the shipment. These charges are separate from your shipping charge and you will be billed directly for them. Unfortunately, iHerb.com cannot control these additional costs since they are brought by the government and not by iHerb.com or the shipping company you chose to use. Please understand that if you choose to deny the package, the shipping company will send it back to iHerb.com's facility where you will be refunded only 80% of the cost of purchase minus shipping costs. 20% will be kept as a re-stocking fee. In addition, the refund may take up to 2 months to complete as shipping companies bring back packages to iHerb.com in bulk only six times a year. If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no credit for the order. Unfortunately the cost ti\o return the order back to us was $103. That is why we had it abandoned. You can find iHerb.com's international shipping policy at the following website: http://www.iherb.com/store/Info/Shipping/International.aspx However, we do understand your concern regarding this refund. We will go ahead and give you a refund for the products that you did not receive.

4/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Iherb cheats customers out of refund. I refused late shipment, box went back unopened and they are telling me stories about refunding my money I got UPS shipping confirmation through website that goods I purchased from Iherb would arrive on 4/4, and I relied on that, however box got mistakenly re-routed to Texas from Jacksonville Florida, instead of being sent down to Miami Florida. As resolution, UPS offered Iherb free overnight air shipping, so I would get the items only one day late. Iherb didn't care, they just sent a replacement using using regular shipping so they would be in possession of the original shipment at the same time I got the replacement. That timing didn't work for me, and the customer service at Iherb was highly uncooperative, especially in view of the efforts I had expended with UPS and their cooperation. First Iherb lied to me saying that they were working with UPS then after they are closed for the weekend, I get an email saying that I should be patient and that they are sending me a replacement through economy regular shipping. I tried calling them right away but they were closed so I called UPS and had them document that I was refusing the replacement shipment and when the shipment arrived, I didn't accept. Iherb had both the original shipment and the replacement and they don't want to give me back my money

Desired Settlement: I just want my $28 back and the customer service manager ****** **** keeps telling me a story about how it takes a week to print and find someone to sign the check and that it will take weeks before I get the check in the mail. He is also very insistent in maintaining access to my debit card. I have on multiple emails requested that they leave my debit card alone as I have found in the past small discrepancies after purchasing from Iherb, they were too small to investigate, so I let it go. This Mr Roux continues to ignore my demands that he send me an email confirming the mailing of the check and a tracking number so the check doesn't get lost and he continues to pressure me to authorize access to my debit card.

Business Response: Initial Business Response /* (1000, 5, 2014/04/16) */ Customer's order was shipped out by Next Day air as requested. Customer contacted UPS directly and had made arrangements with them for a special Saturday Delivery. When you ship an order on Friday by UPS Next Day Air the normal delivery day is Monday. We contacted UPS as requested by the customer and gave the new tracking number to the UPS agent that the customer was speaking with. Unfortunately they did not delivery her package on Saturday. When the customer contacted us about a refund, we processed a refund for this customer back to her credit card that she used for the order. She refused this credit and is instead asking for a check. So we voided the refund. We have explained to the customer that this unusual refund will take time as it needs to go through the accounting department for approval and then the check will need to be cut and signed for by the owner. As she has been told, we will be more than happy to provide her an immediate refund back to her credit card that she used for the original transaction. She has refused this refund and insists on a check. Initial Consumer Rebuttal /* (3000, 7, 2014/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Iherbs keeps saying "we are going to mail you a check" but they still have failed to do so, they are dragging their feet. They have refused to honor my repeated requests that they email me confirmation of when the check has been mailed and that they put a postal tracking number on it so that I can track the check through the postal service until it arrives. Can you please tell them to send the check already. Also, at the beginning of this situation with Iherbs I asked them in writing not to access my debit card any further for any reason because in the past after ordering from them I noticed small discrepancies. So either they have lied to you with regards to issuing an immediate credit to my debit card or they are making unauthorized use of my debit card, either way, it stinks. Thank you for helping me , BBB (you do great work) with my problem, can you just ask them to send my refund so we can close this. Final Business Response /* (4000, 9, 2014/04/17) */ The refund check will be mailed as requested Final Consumer Response /* (4200, 11, 2014/04/19) */ We're done with Iherbs thanks to the intervention of your great organization and your excellent work. I got my $28.53 check yesterday and was happy and relieved. Thanks a lot for helping. Have a good day. :)

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Non-Payment of Affiliate Income and failure to respond to my requests for where my payment is. I have been waiting for my check from iHerb regarding my affiliate income since January. I have been given multiple dates in which my check was mailed and I have never received it. I have called and emailed many times and I am being ignored. The last information I received stated that my check was reissued (I don't believe it was ever issued in the first place.) and had to be signed by the owner and the next time the owner would be in was on Tuesday, April 1st, 2014. I contacted iHerb to find out if and when my check has gone out and they are not responding. I left a message with the person who is supposedly responsible for this and she has not returned my call. Emails have gone unanswered.

Desired Settlement: I want to know when I will receive my check. I would like my check sent via traceable means as it is now April 8th and I still have not received this check.

Business Response: Initial Business Response /* (1000, 5, 2014/04/16) */ Our accounting department has checked and the customer has deposited their rewards check. Initial Consumer Rebuttal /* (2000, 7, 2014/04/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received check after reaching out to executives.

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered with iherb on November 15th and selected 10 day shipping. My order wasn't shipped out until December 6 but still hasn't arrived. I ordered 7 X NutriBiotic, Essential Electrolytes, 100 Vegan Capsules(NBC-00560) at $34.67 Order # XXXXXXXX-X I selected DHL International Shipping which says on the iherb website should take about 10 days. The order was not shipped out by iherb until December 6th (I received an email notification on this date). It is now January 8th and I have still not received my order. I've contacted iherb 3 times using their live-chat service online (logs available) and they tell me I must wait 6 weeks from the shipping date to request a refund. Nowhere on their website does it state that delivery might be delayed as long as 6 weeks and I am now overseas and unable to receive the order anyhow. I would have accepted delays of up to 14 days but it's now been over 7 weeks since I placed my order.

Desired Settlement: A full and immediate refund.

Business Response: Initial Business Response /* (1000, 5, 2014/01/10) */ Unfortunately the customer is a little confused. On November 15th 2012 customer placed order XXXXXXXX using DHL Express delivery. On December 5th 2013 the customer placed a new order that was shipped out on the next day. This order was shipped by DHL Global Mail, which is not the trackable fast shipping method. Unfortunately this package uses Airmail which is not trackable and can take up to 6 weeks to be delivered. The customer should have their order soon. Initial Consumer Rebuttal /* (3000, 7, 2014/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes sorry, I placed this order on December 5th 2013 and it was shipped on the 6th but this is not my complaint. My complaint is that the delivery method I selected said that it would take 10 days. It has now been over 30 days and i have still not received my order. Iherb's response that the delivery may take 6 weeks is not mentioned anywhere on their website because, if it was then I would certainly not have placed the order. In short: I paid for products with a shipping option that stated it would take 10 days and 30+ days later I have not received it. Final Business Response /* (4000, 18, 2014/04/02) */ Unfortunately this customer's package was stopped in customs. If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no credit for the order. If the product(s) is seized by customs, there will be no credit processed for the product(s). Final Consumer Response /* (4200, 16, 2014/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe iHerbs terms here contravene my statutory rights and should not be enforceable. Regardless, I believe iHerb are using Misleading / False advertising in providing a delivery time of 10 days with no clear disclaimer saying that it may be severely delayed. iHerbs Facebook site is full of complaints from international customers complaining of long shipping times so their 10-day estimate iHerb display is likely to be highly inaccurate yet iHerb have made no effort to update this. I would certainly not have chosen their shipping method if I'd have known actual shipping time would exceed 60 days.

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Can't get any response for the refund request I placed the order using a refer code and pay by the alipay. However, iherb send a mail to indicate that one household can't use the same refer code for two times and my account is locked. Before that, I'm not aware that one household can't use the same code twice. So I replied that iherb can cancel my order and refund it. However, 3 weeks passed, and I didn't get any response at all. During this time, I have sent 3 mails and started 3 online chat with customer service. My order no in iHerb is XXXXXXXX. Please help me to get my refund. Thanks.

Desired Settlement: To get the refund of my order XXXXXXXX.

Business Response: Initial Business Response /* (1000, 5, 2014/04/08) */ Customer has been refunded in full back to his Allipay account. It may take a few days for the credit to be posted. Initial Consumer Rebuttal /* (2000, 7, 2014/04/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund is completed. Thanks for BBB's help. And hope iHerb can accelerate the process of customer request.

4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased product found to be in a defective container, thereby leaking all of it's contents. Iherb was contacted promise to refund, then declined. Thank you for your order with iHerb.com. We are confident that you will find iHerb to be your first choice for quality, price, reliability and convenience. Your order XXXXXXXX-X has been shipped via Expedited 1-3 Day. You can track your order by clicking on the tracking number: Expedited 1-3 Day - 1ZA677FXXXXXXXXXXX Seventh Generation, Natural 2X Concentrated Laundry Detergent, Blue Eucalyptus & Lavender, 150 fl oz (4.43 l)(SEV-XXXXX) $26.29 2 $0.00 $52.58

Desired Settlement: REFUND, or Replacement of this product. I have been a customer for many Months and i didn't expect this type of treatment, as they should stand by there product shelf life, as well as products storage life.

Business Response: Initial Business Response /* (1000, 5, 2014/03/27) */ This product was ordered from us in April of 2013. Unfortunately since it was ordered so long ago we are unable to process a refund or a reshipment for an item that the has leaked. We need to be informed of an issue with a product within a reasonable amount of time for us to properly address the concern.

3/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Iherb order made in February, 04, 2014, non delivered and refund refused I've made an order to IHerb on February, 04, 2014. Since it took to long to arrive, i've contacted IHerb several times by e-mail and by chat. In every contact they always say to me to have patience and to contact local dutty office which i already did and there's no parcel there for my person. I presume that the parcel was lost in transit or IHerb didn't sent it at all. In both times that i've contacted IHerb by chat, first time they told me to wait till last Friday and after that they will make a refund. Last Friday i've contacted IHerb by chat again (i have both chat transcriptions) and now they say that, by their policies they don't make refunds and they start to say again for me to have patience and so on. I'm already tired from IHerb procedures since it looks like a scam. Can you please help me with this matter?

Desired Settlement: I'm seeking a full refund of my order which is 33.64 USD.

Business Response: Initial Business Response /* (1000, 5, 2014/03/25) */ Thank you for notifying us that your order was not received. Since your package offers no tracking, we cannot provide you a specific explanation why it was not delivered. However, the most common explanation why the package is not being delivered is due to customs. Most likely, your country's customs office will not release the package. They consider this package to contain restricted products or the local customs fee for entry has not been paid. As a result, the package may have been turned back to iHerb.com. Unfortunately we are unable to refund you for an order that is not delivered unless it is sent back to iHerb.com. As it states on our website when you select the shipping method, refunds are not available when choosing DHL Global Mail as your shipping method and the order is lost. Initial Consumer Rebuttal /* (3000, 7, 2014/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Sir/Madam I don't accept the response from the business because in the same day (March, 25) they've sent me an email saying that they made a refund. Today, i already checked my credit card billing statement and it's true, they've made a refund in March, 25. So they're lying to BBB. This is an unacceptable procedure. But in what concerns to the money that i've paid, i was fully refunded. Thank you for your help Warmest regards, **** *********

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want replacement/re-send of damaged products instead of returning the credit to my website account I've received my order XXXXXXXX from Iherb on 2/24 which placed on 1/29. But the products are partially destroyed. At least 2/3 bottle of Shampoo leaked and contaminated other items badly. I had to throw away the chocolate whose wrapping is totally wet and soaked dental floss. Then did cleaning work. You can find pic for details in attachment. Then I contacted Iherb via email to elaborate my situation, several days later they replied to my email and just refund the destroyed items as credit to my account directly with an expiration of half a year. But I disagree with this solution. My order was delivered by “Free shipping for orders over $60”, my total refund is $20.41.That is to say if I re-order the destroyed items, I’ll have to pay for extra shipping fee and I don’t think it’s fair. It supposed to be Iherb’s responsibility to ensure the shipment will be fulfilled in good condition when it reach to customer's door. As a loyal customer, I love Iherb, I really do which is why I continue to order on this website. But I’m really disappointed at this time.

Desired Settlement: What I want is replacement – Iherb re-send the destroyed products to me and I’ll have no doubt to return the credit. What need to re-send 1) 1* Avalon Organics, Shampoo, Nourishing Lavender, 32 fl oz (946 ml) 2) 2* Desert Essence, Tea Tree Oil Dental Floss, Waxed, 50 Yds (45.7 m) 3) 1* Chocolove, Hazelnuts in Milk Chocolate, 3.2 oz (90 g)

Business Response: Initial Business Response /* (1000, 5, 2014/03/10) */ We apologize for the damage you received on your order. Unfortunately we are unable to reship the damaged items to you. We have given you the refund to you as store credit, but if you prefer we can refund you to your credit card instead.

3/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I chosen two free samples in my last two orders(one free sample per order).But when I got the parcels,I found the samples were charged. More than one month ago,I had two orders on iherb.com. My account is *********@qq.com. And I chosen two free samples following the Free Sample rules: Choose one free sample per order! Free samples are limited to one product per customer, and to quantities in stock. Our standard low price will apply if your order more than one. But when I received the parcels,I found these two free samples were charged. I chosen Sierra Bees Bumpy Road Salve.6 oz (17 g) in the order (#XXXXXXXX)on 26 Jan.2014 and Now Foods Laxative Cleanse 100 Veggie Caps in the order(#XXXXXXXX)on 31 Jan.2014, as free samples in freebies, which show the price were $0.00. But on the billing papers, the Sierra Bees was charged $6.95 and the Now Foods was charged $9.55. And iherb.com was refused to refund the money to me. The reason of the refusal was that I made a cancellation of the free sample order before,then I couldn't enjoy the free samples. But on its website, there is no rule says that the free products in one cancelled order cannot enjoy free trial next time. This is the first time I got these two samples, and I chosen one free sample per order.So I can't accept their refused of refunding.

Desired Settlement: A full refund of the two free samples,$16.5 in total. Iherb.com formulates detailed rules.

Business Response: Initial Business Response /* (1000, 5, 2014/03/10) */ We apologize for the misunderstanding about the free samples. We have refunded you in full for both free samples. Thank you for letting us know. Final Consumer Response /* (2000, 7, 2014/03/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have got the refund. I was satisfied with it. I appreciate your helping.

2/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I RETURNED 6 ITEMS THEY TOLD ME I WAS GETTING A REFUND I NEVER DID. ORDER ******** 6/25/13 PURCHASE DATE 6/25/13 I RETUNRED 6 ITEMS I SPOKE TO THE COMPANY A WOMEN ..TOLD ME I WOULD RECEIVE. A REFUND AND I DID NOT THE OWNER WAS RUDE AND TOLD ME HE WOULD NEVER REFUND MY MONEY..HE HUNG UP ON ME-I WAITED ON HOLD FOR OVER 1 HOUR AND I PAID WITH A GIFT CARD THAT IS GONE SO I NOW NEED A CHECK REFUND

Desired Settlement: $68.0O.. CHECK REFUND MAILED TO ** *** *** ***** ** XXXXX

Business Response: Initial Business Response /* (1000, 5, 2014/01/30) */ Unfortunately we have not received any product in return. We asked for a tracking number to show us that the product was returned but have not received anything.

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unreasonable amount of time before they declared that package was lost. XXXXXXXX - order number with iherb which was placed in 12-12-2013 and was estimated to be delivered as a gift to a new born in singapore within 2 - 3 weeks. However we need to call several times to track the package and were bounced to the singapore customer service for it when the order was placed in california. After more than six weeks as I had inferred already that they now report that the package was lost which is unacceptable. That too it took us considerable amount of time and effort to follow up to get this tracking report. I hope a review of the company should be available to alarm customers of this bad trend. thanks ... ****

Desired Settlement: Should compensate us for the undue amount of time and effort that had been wasted for tracking package.

Business Response: Initial Business Response /* (1000, 5, 2014/01/23) */ I am sorry it took so long for your package to be declared as lost. We will definitely look into our processes going forward to see how we can improve on this time frame.

1/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I emailed the company, once about an item that was advertised as free but was not free at time of checkout and about being unable to post a review. On 11/6/13 I placed an order at iherb.com my order was #XXXXXXXX and the total was $16.02 and I paid with my Visa card. Upon checking out members are allowed 1 freebie item. I selected the Madre Bees Organic Lip balm. When I got ready to check out I saw that I was being charged the full price for the lip balm. I removed it from my cart and re-tried it to see if it would show up as a free item but it didn't so I completely removed it from my cart and checked out. After checking out I contacted Iherb via email and told them what had happened and asked that they please put the free lip balm as my freebie item with my order when they ship it out but they never contacted me to fix the problem. About a week or two later after my order I signed in to post a review of cake mix by Dr. Oetker that I had purchased. It was the Organic Lemon Cake mix. I went in to post a review but I couldn't find the exact flavor that I purchased so I decided to write a review for the Lemon flavor under the Vanilla flavor but I was unable to. I emailed iherb again asking why am I unable to post a view for the cake mix and I questioned their lack of customer service. Iherb never contacted me regarding any of emails. On their website it says that their staff is available to answer questions via chat/email/or phone when you click on their 'contact us' tab but no one ever responded back.

Desired Settlement: I would like an apology and my freebie Madre Bees Pomegrante Lip balm. But more importantly I would like for them to improve their customer service. Deleting or avoiding emails from paying customers is the quickest way to lose customers and their business. I don't want this to happen again.

Business Response: Initial Business Response /* (1000, 5, 2013/12/16) */ I apologize for the misunderstanding. If you have ordered the same free sample in the past you will no longer be able to order the same sample for free. That is why the system is charging you for the item now. Also, due to people abusing the review portion of our website we have limited to reviews for only the products you have actually ordered. We apologize for any inconvenience this has caused you. Final Consumer Response /* (3000, 7, 2013/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response doesn't change the fact that iherb.com never responded to any of my emails. Saying that you are sorry for the misunderstanding doesn't explain the fact away that you ignored or avoided my prior inquiries. Why was my email/contact inquiries never responded to?

1/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I shipped back several items UNOPENED, and available for resale, and they have not refunded me for these unopened returns. These unopened returns include: tmg crystals, bovine cartilage, and humic minerals, totaling $78.81. I want this amount credited back to my card asap for these unopened returns. Thank you.

Desired Settlement: I would like to receive 78.81 credited back to my credit card for the unopened returns. thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/01/13) */ We apologize that you have not received a refund for the items you returned. We can definitely help you out with this refund. Please let us know what orders these items are from and if you can give us a return tracking number so we can see when it was received and who received it. Thank you for your assistance. Final Consumer Response /* (2000, 11, 2014/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) credit has been issued. thank you for the help. Final Business Response /* (4000, 9, 2014/01/23) */ Thank you for the order numbers, I have processed a refund for both of these orders.

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi,I have placed an order on iHerb.com for $32.59 on August 11, 2013. Until now (01/02/2013) i have never received my order. I contacted iHerb and they said that there is nothing they can do about it and that they will not issue a refund. They instructed me to contact my local post office, but since they shipped without tracking information there is no way to track the package. Kind regards. Product_Or_Service: Vitamin products Order_Number: XXXXXXXX-X

Desired Settlement: DesiredSettlementID: Refund I would like to get a full refund for my order.

Business Response: Initial Business Response /* (1000, 5, 2014/01/03) */ What We Believe Happened: We believe that your customs office considers this product to be restricted product or that local custom fees have not been paid. In any case, your customs office is not releasing it for local delivery. Before placing future orders we request that you contact your customs office and ask about import regulations and restrictions. Custom regulations differ by country and not knowing the regulations can result in high import duties or products being detained. We've been shipping products internationally since 1996 and our information suggests that your customs office is the likely issue in this circumstance. Unfortunately we are unable to refund you for this order that is not delivered. This information is posted on our website when you place the order: Refunds are not available if you choose DHL Global Mail as a shipping method and your order is lost We appreciate your business and apologize for any inconvenience that this has caused. Final Consumer Response /* (3000, 7, 2014/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Those are assumptions and not facts. When customs holds a package i always receive a notification, but i did not. Regardless of what you ¨believe¨ the package was probably lost in the mail. At the time It wasn't specified that if i chose that shipping method i would no be elegible for a refund if my package did arrive. I understand you been shipping products since 1996, but I have been a internet buyer ever since internet buying is available, and i can tell you that most companies take responsibly for items that don't arrive. When i make a purchase online or off-line the service is not properly rendered until the goods are received by the buyer, you got your money, but you don't care if i got my product! Its so easy to blame on someone else (customs) I will continue to place negative reviews and comments on the web, to make others aware of the type of company you run. Final Business Response /* (4000, 9, 2014/01/07) */ i am sorry that your package was not delivered. The website did say that if you choose this shipping method and your order is lost we would not be able to refund you.

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refusal to refund the full amount of order paid I placed an order with Iherb on December 10, 2013, order #XXXXXXXX. The total for the order I paid was $103.41. The order was shipped by DHL, and they tried to charge me extra $29 on top of $8 shipping I already paid with my order. Because I consider paying $37 dollars for shipping of a small package from the US a rip off, and because these charges were not disclosed to me when placing my order, I refused to accept it, and it was returned to the company. After lengthy discussions and very bad customer service, the finally refunded $76.33. They refused to refund the rest of money paid ($27.08), and this is their explanation: As stated on our site: Unfortunately your package was returned to us. Please see the below details about returned orders that is from our website: Please Note: If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, we will refund your credit card as follows: You will be refunded the total amount of the order, minus the shipping charge, and 20% of the value of the order, (as a re-stocking fee). We will also subtract any other outside charges iHerb.com has incurred during shipping, such as warehousing fees, return postage fees, etc. I searched their website specifically for any of their refund policies, and didn't find a word about it. The way they do business is dishonest, and they shouldn't be allowed to sell their products on line. I request a refund of the reminder of my order, and apologies for the way they treated my case.

Desired Settlement: Refund of my order in full ($27.08)in US$

Business Response: Initial Business Response /* (1000, 5, 2013/12/30) */ We regret the misunderstanding; but the shipping charges in our order system do not include duties and taxes for international customers. On our international shipping information page: http://www.iherb.com/store/Info/Shipping/International.aspx Under the heading "Important Notes" it reads: "Import taxes: You may have to pay import taxes, customs duty, etc. These charges are separate from your shipping charge, and you will be billed directly for them." We ask international customers to familiarize themselves with the workings of these matters in their homelands. Also the website clearly says: Please Note: If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, we will refund your credit card as follows: You will be refunded the total amount of the order, minus the shipping charge, and 20% of the value of the order, (as a re-stocking fee). We will also subtract any other outside charges iHerb.com has incurred during shipping, such as warehousing fees, return postage fees, etc. Final Consumer Response /* (3000, 7, 2014/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Last time I read what your website rather unclearly says, there was no mentioning of any deductions for the refund (minus shipping charge, 20% of the value of the order etc). I suspect you changed all that after receiving my complaint. Also, where exactly does it say it, you didn't give the link to this information? You don't have a link Refund Policy on your website. Anyway, I'll be telling anybody I meet from now on about your dishonest practices, I'll leave feedback anywhere I can, and I'll try to call police.

1/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 items through this company (order#XXXXXXXX)on 16-Dec-2013. I paid for one day shipping. Order hasn't even left their facility I ordered 2 items through this company (order#XXXXXXXX)on 16-Dec-2013. I paid for one day shipping. It is now 19-Dec-2013 and my order hasnt even left their facility. I contacted the company through the chat option and got nothing but rude responses from their customer service. I paid for a service and I want what I paid for. After my issue i read up on reviews of the company and their is thousands of bad reviews, and the majority of the reviewers had the same issues i had. in addition, many of the customers said they never recieved their orders and the company refused a refund. This company has terrible customer service, no integrity, and should be shut down for the crimes they get away with everyday. This is the United States of America and we have laws that protect consumers from fraudulent business practices. This company needs to be completely inspected and evaluated. Im sure the BBB would be shocked when they see how they operate.

Desired Settlement: I want this company to honor their customers orders. Most of all, I want what i paid for. After i receive my goods, I will never order from this company again. I am also going put together letters to the local congress in California from as many consumers as possible who had a bad experince with iHerb. I thank you for your help with this matter and appreciate all you do to protect the american consumers and keep businesses and their practices honest.

Business Response: Initial Business Response /* (1000, 5, 2013/12/20) */ I apologize for the problem you had with your order. The reason for the delay in shipping your orders is that we need to verify you are the card holder due to the billing and shipping address not matching. Our verification team has sent you emails and were awaiting your response so they can release the order and get it shipped. I see that they have released the order and your order has been shipped. We apologize for any inconvenience this has caused you. Final Consumer Response /* (3000, 7, 2013/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) No you did not send me emails regarding any verificaction, my card was accepted right away when i placed my order and paid for one day shipping. I checked the status of my order today which says "shipped" but the tracking number is fake. I called UPS to verify and they said that tracking number does not exist. A false tracking number... just like hundreds of other customers recieved as well. Your company is running a scam operation, plain and simple.people never get their products they pay for and your company steals their money. I read all the horror stories your company has put people through. I am going to continue contacting congress and every appropriate department until this company is inspected, evaluated, and hopefully out of business. Final Business Response /* (4000, 9, 2013/12/24) */ We did in fact send emails to the customer regarding his credit card verification. The tracking number is legitimate and can be used to track his order. He just tried to track the package before UPS had picked up the package and scanned it into their system. The package shows it was delivered on 12/23/2013

12/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The complaint of breakage of item in order XXXXXXXX is send by email, but in vain. I placed 4 orders in 11/8/2013 from iherb with account ********@sina.com,but one item ( Jarrow Formulas, Yaeyama Chlorella, 35.3 oz Powder, product code JRW-XXXXX) is damaged in order XXXXXXXX. I send an email to ****@iHerb.com in Nov. 2, attaching two photoes of the damaged goods. Later I left an online message by the website of iherb.com. In Dec. 6, I received an email from iherb Customer Service, requsting photoes of the damaged item, and I response immediately with the two photoes again. Four days passed and I got no response, so I send mail again in Dec. 10 and complaint by website. But till now, I get no email or any other message from iherb. They send their promotional email to me as usual, but not willing to solve my problem.

Desired Settlement: The item is damaged and may be contaminated, I want their apologize for their poor customer service and the refund for the damaged item.

Business Response: Initial Business Response /* (1000, 5, 2013/12/20) */ We apologize for the problems you had with your product and the responses you received from customer service. We have refunded your card for the Chlorella product that had leaked. Final Consumer Response /* (2000, 7, 2013/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have got an email from iherb.com today, and was told they had issued a refund creditback to my credit card. Thank you for your help. It's working.

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Package not received from iHerb.UK Royal Mail returned package with tracking number. iHerb promised refund. iHerb ignore messages & not give refund. I did not receive order: XXXXXXXX-X which was ordered on 3rd July 2013 I contacted iHerb customer services and received the reply see below on 23/07/2013 promising a refund when returning items. Nothing was said here about a partial refund. Having received this message on 23rd July 2013 I re-ordered the magnesium that I had not received from the order made 20days earlier Order: XXXXXXXX-X re ordering the same item twice. After waiting for a refund and not hearing from iHerb I sent messages dated 04/09/2013 and 26/09/2013 as seen below. iHerb ignored these messages. In these messages it made it clear that the package for order XXXXXXXX-X had been returned and had a tracking number given by the royal mail which could be seen on their website (information again given to iHerb in previous emails see below) After sending further emails iHerb did finally respond on 19th October 2013. See below - which did seem to indicate that they were going to give me the promised refund as I had returned the package to them. When I enquired why I had not received the refund in their reply on 31/10/13 they said that there had been a misunderstanding indicating that you were not going to give me any refund despite the fact that within the wording I did meet the criteria stated for a refund as the package had been returned to them by UK Customs. On 31/10/2013 I resent messages that had previously been ignored dated 04/10/2013 and 26/09/2013 (seen below) giving proof that this item had been returned to iHerb and tracked by the Royal Mail. This message was also ignored. I gave iHerb all the needed information and proof that this item has been returned to them and enough time has passed for them to give me the refund if they were going to keep to their word. I then gave them 20days notice in which to send me the refund. I let iHerb know that if they had not credited my account by the 19th November 2013 I would be forced to take this complaint to an external body. I did not receive a reply and no refund had been made. Throughout this process iHerb have behaved very badly. I let them know that as a long term customer how surprised and disappointed I was at having been treated in such a way. Having read blogs from previous customers iHerb appear to have a reputation for giving no refunds. To: iHerb.com Customer Service Sent: Thursday, October 31, 2013 3:55 PM Subject: Re: Order XXXXXXX-X & XXXXXXXX-X & To Manager (request #XXXXXX) (request #XXXXXX) Dear iherb You do have a tracking number from the UK Royal Mail: reference ZAXXXXXXXXXGB giving the date and details when the package was returned to you. This can be verified on the Royal Mail website:http://www.royalmail.com/ There is no reason why you should not have had the returned goods in the last 2months. See below with regards to the message I sent to you on 26th September. I have been honest and straight forward with you as well as providing you with a reference number that you would have received with the returned package which would have the order details in the returned package ----- Original Message ----- From: iHerb.com Customer Service Sent: Tuesday, July 23, 2013 3:49 PM Subject: Re: Re: Re: Order XXXXXXXX-X from iHerb.com (ticket #XXXXXX) (ticket #XXXXXX) ****** (iHerb.com Customer Service) Jul 23 08:49 (PDT) I am sorry for the problems you had with your more recent order. As soon as your package is returned to us we will issue you a refund and let you know by email that it has been done. You are more than welcome to reorder at any time for your supplement needs.

Desired Settlement: An apology and refund for the items not received.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Unfortunately we have not received any package un return. However, we have issued a refund for the products in anticipation of the package being returned to us shortly. Final Consumer Response /* (2000, 12, 2013/12/16) */ Thank you for your help and time regarding this matter. I can confirm from a bank statement I received today that iHerb have put the money back into my account regarding goods that were not received. On my account with iHerb on their web site it states that the goods were returned so I am still unsure why they are saying they are still waiting for them when these goods were returned to iherb 4months ago. I noted a number of complaints regarding iHerb from different blogs and review sites from people with similar issues with iHerb. I believe that if you had not intervened on my behalf that my money would not have been returned to me. It makes no commercial sense for iHerb to behave like this particularly to long term customers. Thank you again for your help Kind regards ****** *******

12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased a hair care product was received leaking in the box. purchased a hair products and when the products were received the contents were leaking in the shipping container. I promptly notified iherb and they basically took my concern as a joke, saying that the product boxes were not warranted and therefore no refund. I have strong concerns regarding this company and ripping me off.

Desired Settlement: complete refund including shipping.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Customer has been refunded in full for this purchase.

12/6/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Product expiration date misrepresented On 11/10/2013 I placed an order for 12 boxes of Nature's Path cereal. In the amount of $58.20. The advertised expiration date was listed online as 1Feb 2014. When I received the order the expiration date was 1Dec 2013. I contacted customer service and was told to send an email of the box top. The numbers on the top are 11 26 51425. I was informed that it was not received, even after sending it more than once. I never received any notification that the email was not sent or received. I used another email when I sent the picture of the box top. I informed them of this. The order# was XXXXXXXX. My account# is AXXXXXXXX.I am down to 7 boxes.

Desired Settlement: Acknowledgement of their mistake, and a replacement/credit.

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ We had asked the customer for pictures of the bad expiration dates. But since we did not receive any pictures, what we can do is send them a return label and when the products that they do not want are returned we can issue them a full refund for the returned items. Final Consumer Response /* (2000, 7, 2013/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am a 100% sure that I sent the picture, but I will send the remaining boxes back.

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wrong tracking number that belongs to another buyer I had placed an order with IHerb and my order number is XXXXXXXX-X to be shipped via SingPost. Iherb provided me with a tracking number. However to my shocked, the tracking number belongs to another buyer. IHerb service lapse had led to buyers information like address & contact details being leaked to other buyers. I am also not sure whether their lapse will led to the order that i had placed be delivered to the wrong place or I will never receive the order due to Iherb service lapse. I also need to know how Iherb is accountable to the customer due to this service lapse. What remedy measure Iherb will take to protect customers information being leaked to the world at large. Need you advice. *** *********

Desired Settlement: I wanted to know how Iherb is accountable to the customer due to this service lapse. What remedy measure Iherb will take to protect customers information being leaked to the world at large in future after this incident? Also what compensation will Iherb offer in the event if the order i had placed is lost in transit? Please note this service lapse is very serious issue & it should not have happened in the very first place. I also hope the relevant authorities will look it as sensitive may be abused by world at large due to such lapse

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ We apologize for the tracking information you received. During a recent software upgrade unfortunately some of our customers received old tracking numbers that were not for their orders. These orders were reprocessed with a correct tracking number. Also the carrier was contacted and requested not to post customer information on the tracking details. We apologize for any inconvenience this has caused you. Final Consumer Response /* (2000, 7, 2013/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I accepted the explanation but please review your internal controls to avoid similar incident from happening again.

11/14/2013 Problems with Product/Service
10/30/2013 Advertising/Sales Issues
10/15/2013 Problems with Product/Service

Customer Review(s)

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Customer Reviews Summary

6 Customer Reviews on iHerb, Inc.
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