Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July, 9, 2025, I placed an order with iHerb Order No. *********. It was delivered on July 11, 2025, by ******. The delivery person through the box and broke several bottles. I contacted IHerb and OnTrac, and sent them the Ring video and pics of the broken products. They said they would refund the amount, and they did. I held the product for them to pick up, but they never did. They are glass bottles. I cleaned up the mess and discarded the bottles. They said the delivery person was spoken to, and that it would not happen again. On September 4, 2025, I placed another Order with iHerb Order No. *********, and again the delivery person threw the box and shattered the glass bottles. I sent the Ring video and pics to iHerb (they are attached). They stated they would respond within 24 hours. They did not. This is outrageous that every time I receive an order delivered by ******, the bottles are broken. This is inconvenient, expensive and frustrating. iHerb and ****** stated it was taken care of, and yet here we are again. I am out the cost of the broken bottles, and who knows what glass particles could be in the non-broken bottles. They are welcome to come pick the order up. I have heard nothing from iHerb.

  

  Business Response

  Date: 09/08/2025

  Dear Valued Customer,

  We are sorry for the experience you have reported and have moved forward with a refund for both orders. You should be seeing the refund within 7-10 business days. Our Logistics teams regularly review the performance of all of our shipping partners to avoid instances such as this.

  Please don't hesitate to contact our Customer Support team should you have any further questions or concerns and we will gladly assist you further.

  Customer Answer

  Date: 09/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *********
  
   
  

• Initial Complaint

  Date:08/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package was delivered in a damaged box. The box was stained with wet chemical liquid that went inside the packaging. There is no way we are consuming food exposed to chemicals. We contacted IHerb in good faith we would be taken care of. We have made plenty of orders in the past and only ever requested a refund for one item less than $5 due to the food item being opened and spilled in the box.If a reship is not granted I would like to return the product. I will no longer shop with IHerb if this request is not granted. It is not my fault the box arrived damaged with a strong chemical liquid stained ****** very disappointed with Iherbs response.

  

  Business Response

  Date: 08/26/2025

  Dear Valued Customer,

  
  We apologize for this matter and have moved forward with reshipping the item on 8/25/2026. Once shipped, you should be notified about all order information.

  We hope this shows how much we value your decision to shop with us. Should you have any further questions or concerns, please don't hesitate to contact our Customer Support team.

  Customer Answer

  Date: 08/26/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ****
  
   
  

• Initial Complaint

  Date:08/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some probiotic gummys from ************************ and when my order(937248642) arrived, the bottle was open and the seal was broken, so I requested a refund or replacement. This is what they sent me: Dear Valued iHerb Customer,Thank you for requesting a refund from iHerb.com.Your refund has been declined.Reason:Thank you for reaching out to iHerb.com.Based on our refund policy, certain refund requests are subject to further investigation and documentation may be required. Please provide photos of the followings:- Clear image of the item LOT number and expiry date.If the requested documentation is not provided, a refund will not be granted. You may also visit our helpful links below for more information: **************************************************************************************************** We appreciate your cooperation to expedite the processing of your request and look forward to hearing from you shortly.customer service Need help? Contact Us On e I also sent what they requested I still wasnt given a replacement or refund.

  

  Business Response

  Date: 08/26/2025

  Dear Valued Customer,

  
  We are sorry for what you have reported and, after reviewing everything, have moved forward with a refund for the damaged item. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.

  Please don't hesitate to contact our Customer Support team should you have any further questions or concerns and we wish you the best of health.

• Initial Complaint

  Date:08/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  placed an order with iHerb and received several supplement vials that arrived melted and unusable. Despite providing proof, iHerb refused to refund me.This damage was caused by improper shipping conditionslikely due to excessive heat during transitbut that is not my responsibility. I paid for functional supplements and did not receive them. I am requesting a full refund for the damaged items.

  

  Business Response

  Date: 08/06/2025

  Dear Valued Customer,

  We never want anyone to have the experience you have reported and have moved forward with a full refund. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.

  Should you have any other questions or concerns, please don't hesitate to contact our Customer Support team who is standing by to help.

  Customer Answer

  Date: 08/06/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:08/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did an online order with iherb. My card was charged. I never got a confirmation email so I went online to see when it would be delivered. There webpage claims they can't find my order. I attempted several times to contact them via the link contact us. Everytime I tried to submit my email to them their webpage would pop up an error message saying "oh snap something went wrong". I suspect that I was scammed.

  

  Business Response

  Date: 08/04/2025

  Dear Valued Customer,

  We are sorry for any frustrating experience and are unable to replicate the issue you have reported in this complaint. We can see that your order was placed successfully and shipped on 8/3/2025. It is due to be delivered today, 8/4/2025, and there shouldn't be any problems!

  Are you using our app, mobile web, or desktop experience? The more information we have, the more equipped we will be to assist you further.

  You may also contact our Customer Support team for help if you are able to access our pages.

  Regardless, we are standing by to help if needed.

  Customer Answer

  Date: 08/06/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:07/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern, I contacted iHerb to alert them that they have sent me $704.70 of expired supplements.Two days later I received an email from iHerb stating that I would need to return the product in order for them to approve a refund.iHerb then informed me that return postage would be my responsibility and that they would not compensate me for the cost of returning THEIR MISTAKE.The next day I contacted the postal service to get a quote for return postage. Luckily, I had taken photos of the postage label on the box that iHerb used to ship the supplements to me, thus being able to get a rough estimate of return postage based on weight. The estimate to return the expired supplements would cost me roughly $300aud, therefore rendering the return fiscally inappropriate, causing excessive financial loss to myself for an issue I had no part in causing, and that should never have happened to begin with. I find it absolutely DISGUSTING, UNETHICAL, and IMMORAL that a conglomerate company that earned over 1 trillion dollars in profits alone in 2024, would expect an innocent customer to pay to fix THEIR MISTAKES. It is not the responsibility of the customer to pay to fix the mistake of a merchant. Bottom line? These expired supplements should NEVER have been sent out to a customer to begin with. It is PURELY the fault of iHerb and the onus of liability sits squarely upon the shoulders of iHerb to rectify.I now require a FULL REFUND of $704.70 and due to the inconvenience and stressed iHerb has caused, will not consider any other form of resolution as I no longer trust iHerb and have no desire to do business with them in the future.Sincerely,****** *****-****.

  

  Business Response

  Date: 07/31/2025

  Dear Valued Customer,

  We are glad to assist you and see that you are in contact with our Customer Support team who has asked that all of the items be returned to us in their original condition prior to any compensation being considered. If you need any help with this process or have any other questions, please continue to work with our Customer Support team.

   

  Customer Answer

  Date: 07/31/2025

  PLEASE PROVIDE A RETURN SHIPPING LABEL. IT IS ABSOLUTELY RIDICULOUS AND UNETHICAL FOR YOU TO EXPECT YOUR CUSTOMER TO PAY $300+ FOR THE RETURN SHIPPING TO FIX YOUR MISTAKE.

  This is YOUR responsibility to fix, iHerb. Charging a customer full price for expired product ($704.70 for 7 expired boxes of supplements) is DISGUSTING and FRAUDULENT business practise. It is NOT my responsibility to fix, it is YOUR responsibility, iHerb.

  Send the return label to my email and stop spurting your copy and paste, unempathetic, robotic replies. STOP AVOIDING RESPONSIBILITY FOR A SITUATION YOU CREATED.

  Mark my words, iHerb... I WILL GET MY MONEY BACK. 

  Imagine being deceptive and charging full price for old, expired, unsafe supplements, and then attempting to place all responsibility upon the customer!!!

  Vile.

  ********************** is the very definition of an abusive relationship. A VERY narcissistic company. 

  SEND A RETURN LABEL AND FIX THE ***** YOU MADE DUE TO LACK OF QUALITY CONTROL. 

  These supplements should never have left your warehouse. And it is abominable that you even consider the customer should pay to return a subpar quality item they shouldn't have been sent in the first palace.

  iHerb doesn't care about "providing our customers with safe quality health supplements." 

  But iHerb does care about stealing your money and refusing to do the right thing.

  DO THE RIGHT THING IHERB, AND TAKE OWNERSHIP OF YOUR MISTAKE.

  

  Business Response

  Date: 08/06/2025

  Dear Valued Customer,

  We are sorry for any inconvenience but we stand by the decision. Please contact our Customer Support team if you need any help with the return or if you have any further questions as they will be best able to assist you.

  We wish you the best of health.

  Customer Answer

  Date: 08/13/2025

  That's okay, iScam. My credit card company has approved the return of my stolen money from your fraudulent company. ?????? WARNING TO ALL POTENTIAL IHERB CUSTOMERS. DO NOT SHOP HERE. YOU WILL BE SCAMMED. THIS IS NOT THE SAME COMPANY IT ONCE WAS. BUYER BEWARE. SHOP ELSEWHERE. ??????

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/13/25 I ordered three items from iHerb, but the order never made it to me due to reported damaged by the carrier. iHerb never informed me of the damaged package, they only refunded my order without any communication about it. I had difficulty reaching customer care through their only two methods provided, being met with errors when both trying to email or use their chat service. After finally being able to send an email the following day, customer service helped me to reprocess the order, but because the discount code I had used was no longer valid, they had to apply different adjustments and apply a $10 credit to my account to bring the price close to the original (I paid $3.86 less in the end for the three items than the original order including the account credit).However, this second order also never made it to me, the carrier reported it damaged in transit. iHerb was able to reprocess the order for me, but this third order arrived with the bottle of colloidal silver broken and empty, with the two bottles of pills undamaged. I sent photos of the damage to the bottle, packaging material, and shipment box. iHerb processed another replacement just for the bottle of colloidal silver, advising the warehouse would take steps to protect the bottle during shipment, but then this fourth shipment was also damaged in transit, as reported by the carrier, and never made it to **** asked for a refund at this point, having wasted nearly 2 weeks trying to get this product delivered successfully, and emphasizing the urgent need for it. iHerb only refunded me for the cost of the product ($57.91 after 20% discount from original $72.39 price), and not for the additional **************** they charged me for it. I don't know the exact breakdown of cost after their discount and credit, but its clear that they charged me for taxes they didn't return to **** provided documentation to customer care, was denied in my request, asked for a supervisor, and have been ignored since.

  

  Business Response

  Date: 07/29/2025

  Dear Valued Customer,

  We are sorry for what you have reported in your complaint and want to help. However, BBB is not the place to do this since this sounds like it may require some in-depth review and ongoing conversation. 

  Please contact our Customer Support team by going to our **************** page and selecting "Write a message". After doing so, a trained agent will respond shortly to assist you further.

  We are standing by to help and hope to hear from you soon.

  Customer Answer

  Date: 07/29/2025

  I have clearly indicated in my complaint that I had already been in contact with iHerb customer care over the course of two weeks. After being informed that I would not be refunded on my sales tax by customer care, despite providing statements and original sales invoices, I asked to have a supervisor or manager contact me or I would be filing a complaint with BBB. I didn't receive a response after that for several days. It's a minor thing, the small amount of money disputed, but based on my overall experience and your company's refusal to do what is legally required of you to do, this whole situation has been ridiculous.

  

  Business Response

  Date: 08/06/2025

  Dear Valued Customer,

  We encourage you to continue to work with our Customer Support team. Please contact them as they are best qualified to assist you further.

  They are standing by to help and hope to hear from you soon.

  Customer Answer

  Date: 08/15/2025

  If you actually wanted to address my valid complaint instead of paying lip service for BBB, you would have. I asked to have a supervisor or manager contact me through iHerb customer support, and none ever did. The only follow up communication I received after making my BBB conplaint, after your team 'researched' into the matter, was to inform me that I would not be receiving my sales tax returned to me.

  If I were to diagnose this problem for your team of 'experts', which I already mentioned in my emails with them, is that they are looking at your re-issue invoices, where no sales tax was charged because they were internal invoices for re-issuing a damaged order, and not the original invoice in which I paid for my order and paid you sales tax.

• Initial Complaint

  Date:07/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got multiple damaged items which we ordered to the ******************* have said the only way we get our money back is if we return the items however we have to pay the postage which is completely unfair and will leave us at a loss even if we get our money back.I have asked to escalate this but they won't I just want a refund for the damaged items or send them back with a prepaid label

  

  Business Response

  Date: 07/28/2025

  Dear Valued Customer,

  
  We are happy to help and thank you for providing the order number so that we may better assist you.

  After investigating this further, we encourage you to comply with any and all requests made by our Customer Support team. You should be able to continue the conversation we already have going on or your can choose to contact again should you have any further questions.

  Thank you for shopping with us and we wish you the best of health.

• Initial Complaint

  Date:07/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 11, 2025, I paid $131.97 USD for an order from iHerb to *********. When the shipment arrived, I was asked to pay customs charges that exceeded the total cost of the order, including delivery. I contacted both iHerb and *** to request a return. *** agreed, but required a letter from iHerb confirming acceptance of the return and agreement to cover part of the charges. Despite multiple requests, iHerb refused to provide such a letter and offered no assistance. I am now unable to receive the package or return it.iHerb did not offer any alternative delivery method at checkout.I suffer from ulcerative colitis and *******************************, and I have titanium rods in my spine due to a past spinal injury. I am currently living in immigration because of the war in my home country. I am not asking for anything extra I just cannot afford to lose $131.97 due to the companys refusal to assist.

  

  Business Response

  Date: 07/28/2025

  Dear Valued Customer,

  We are sorry to hear of any issues, however, we encourage you to continue the conversation with our Customer Support team if needed.They are standing by to help if you have any other questions or conerns.

  Customer Answer

  Date: 07/28/2025

  I do not accept the response from the business.
  
  
  iHerbs reply does not solve the issue in any meaningful way.
  
  
  They ignored my clear request to return the package and to send the proper return authorization letter to DHL, which is still missing. The return process cannot proceed without it, and DHL is waiting.
  
  
  I already officially refused the parcel due to extremely high customs charges (which are not stated clearly during checkout), and the responsibility now lies with iHerb to cooperate with the carrier and finalize the return process.
  
  
  Until that is done and my money is refunded, I cannot accept their reply.
  
  

  

  Business Response

  Date: 08/06/2025

  Dear Valued Customer,

  We can see there was a chargeback for this order as well, which actually prevents any refund from being successful. We strongly encourage you to work with our Customer Support team for further assistance.

  Customer Answer

  Date: 08/13/2025

  I reject the businesss response.
  
  
  The chargeback was initiated only because iHerb refused to provide *** with the required Return Authorization Letter, which made it impossible to return the goods and receive a refund through normal procedures.
  
  
  I have already provided BBB with evidence showing **** request for this letter and iHerbs refusal to issue it. The package is still available for return if iHerb cooperates and sends the Return Authorization Letter to DHL.
  
  
  I am still requesting that iHerb authorize the return so that the goods can be sent back and the refund processed.
  
  

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi. I was denied a refund and iherb is not replying. The tow bottles sent were shattered and I sent very specific I photos. They messaged me today I have to return these but have provided absolutely no label and Im not paying to return them. Also, **** advises not to ship broken glass Please help I done want to have to call my bank and dispute Thank you.

  

  Business Response

  Date: 07/21/2025

  Dear Valued Customer,

  Thank you for providing the order number along with your complaint so that we may look into this further. After doing so, we kindly request that you comply with the request from our Customer Support team and return the items to us. If you need help with this process, please don't hesitate to contact our Customer Support team.

  They are standing by to help if needed and we wish you the best of health.