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:05/14/2024

  Type:Sales and Advertising 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.

  Dear BBB Adminstrator,Iherb ( Merchant) did not respond to live chat message during their business hour. Their botchat continues to ask for the same request for email despite the email was already provided. I was only asking for a return label from iherb to be email to me so I can return the defective order and get my refund back. Iherb completely ignored my email request and did not respond back as they stated on their website with response time within 4 hours. I had been trying to reach out to them since last Friday 5-10 until today 5-14. Every time I reach out to their online chat and email (the only way of communication with iherb ) they did not bother to respond to my requests and questions and concerns. I also provided feedback and comments at the end of the chat so they are aware that I am still waiting for their response. I am just trying to return the order with a pre-paid Return label provides by iherb this is causing a lot of inconvenience and frustration.

  

  Business Response

  Date: 05/15/2024

  Dear Valued Customer,

  We are sorry for any inconvenience and would love to help resolve this matter. However, the email and phone number provided with this complaint isn't associated with any iHerb account. May you please include the order number of concern in your next response to this message? Once received, we should be able to investigate further in an effort to help.

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

• Initial Complaint

  Date:05/13/2024

  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.

  March 21, 2024 the items below were determined "delivered" yet the package was missing from where the driver took the photo of drop-off. I have not received a replacement or a refund for the missing items, and the company simply sent a photo of the box dropped off at the front of my building, not my door.

  

  Business Response

  Date: 05/14/2024

  Dear Valued Customer,

  We are sorry to hear of any issues receiving the order you placed and have moved forward with further investigating everything again prior to making the decision on a refund. Please allow up to 48 hours to hear back from one of our trained experts regarding this claim. You will be notified by email of the decision.

  Please don't hesitate to contact our Customer Support team should you have any further questions or concerns and we'll be glad to help.

  Customer Answer

  Date: 05/15/2024

  After multiple attempts to reclaim the goods or funds associated with this order I never received, I am escalating yet another measure that the business continues to sit on declining a claim of goods never received. Pasting the same photo of a box left on the ground of an entry to an apartment does not dictate a delivery to the customer. I wish to receive a refund for goods never received; I have closed my account with the company and will be taking my business elsewhere to avoid any further delivery or refund issues. 

  

  Business Response

  Date: 05/16/2024

  Dear Valued Customer,

  Unfortunately, we are unable to take any further action beyond what has already been done to resolve this matter. Your account has been closed as requested and we wish you the best of health.

• Initial Complaint

  Date:05/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Iherbs on April 29th for $54.37. I received a confirmation email with estimated delivery May 6th. My order number is ********* When I tried to access my account it stated that my account was deactivated and to get in touch with customer service. It would not let me get any help with customer service nor would it let me activate account with a new password. I never received my order, and I would like my money back. This is such a terrible world we are living in. Scammers are everywhere.

  

  Business Response

  Date: 05/13/2024

  Dear Valued Customer,

  We sincerely apologize for this frustrating experience and are glad to help. Account security and customer safety are our highest concerns. Accordingly, by using several methods, we do our best to accurately identify concerns. However, in this instance, we fell short and incorrectly deactivated your account. As a result, the order was cancelled, never shipped, and the pending transactions made void. The funds were never received by iHerb as we do not process and receive payment until after orders have shipped. The funds should appear back in the financial account associated with order payment within 7-10 business days.

  Your account has been reactivated and this shouldn't occur again. Once again, we sincerely apologize for this experience as we wish it never happened. Our teams are actively working to enhance every aspect of our operations, including this. Please don't hesitate to contact our Customer Support team should you have any further questions or concerns and we hope you decide to give us another chance in the future. 

• Initial Complaint

  Date:05/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************* Order Delivered #********* Hi im missing these following items from my package and you guys need to file a carrier claim . This is pure scamming me and taking money off from innocent customers Items missing Secret, Clinical + Strength Deodorant, Stress Response, 1.6 oz (45 g)Price: CA$16.34 Qty: 1 Mt. *****, Goat Milk Colostrum Powder, 6 oz (174 g)Price: CA$113.89 Qty: 1 I will be providing photos

  

  Business Response

  Date: 05/02/2024

  Dear Valued Customer,

  We are sorry for any inconvenience and are glad to help. Also, thank you for providing the order number in your complaint. After looking further into this, we see that you are already in contact with our Customer Support team who is actively assisting you. Please cooperate with all requests from them so that they may resolve this as quickly as possible.

  Our support team is standing by to continue to help you and we wish you the best of health.

  Customer Answer

  Date: 05/02/2024

  hi im Sorry . Im not getting proper resolution and Im getting scammed by iherp and iherp agents are incompetent. Thats why Im escalating to BBB

   

  i would like refund for the missing items 

  

  Business Response

  Date: 05/03/2024

  Dear Valued Customer,

  
  We are sorry for any inconvenience and are glad to help. Also, thank you for providing the order number in your complaint. As mentioned in our prior response, please work with our Customer Support team regarding this as, after looking further into this, we see that you are already in contact with our Customer Support team who is actively assisting you. Please cooperate with all requests from them so that they may resolve this as quickly as possible.

  
  Our support team is standing by to continue to help you and we wish you the best of health.

  Customer Answer

  Date: 05/06/2024

  what ? They refused my refund thats why Im contacting you guys from BBB

  please look into this further 

  

  Business Response

  Date: 06/17/2024

  Dear Valued Customer,

  We denied any compensation based on indicators that cause concerns over the accounts activity. Please be advised, no further action or review will occur regarding our decision. To learn more about our decision, please contact our Customer Support team and we wish you the best of health.

• Initial Complaint

  Date:04/20/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed two orders on iHerb on 4/19 and today (4/20) I found that iHerb locked my account, for clearly no reason! I contacted the customer services but since my account was already locked I couldn't even log in to chat with a real human assistant. I do not believe that they will unlock/reactivate my account. They are simply a bunch of scammers that will only take your money! Not trustworthy at all!

  

  Business Response

  Date: 04/22/2024

  Dear Valued Customer,

  
  We sincerely apologize for what you have reported. Account security and customer safety are our highest priorities. Accordingly, we do our best to accurately identify areas of concern and to take the appropriate action. However, in this instance, we fell short and incorrectly deactivated your account. As a result, the pending order(s) were cancelled, never shipped, and the pending payment was voided. iHerb never receives payment until after orders have shipped to avoid any issues. The funds should appear back in the financial account associated with order payment within 7-10 business days.

  However, your account has been reactivated and this issue should not occur again. We understand the great frustration this must have caused and, again, sincerely apologize. Please don't hesitate to contact our Customer Support team should you have any questions or concerns and we hope you decide to give us another chance in the future.

  Customer Answer

  Date: 04/22/2024

  
  Better Business Bureau:
  
  Thank you for your kind help. I have reviewed the response made by the business in reference to complaint ID ********. Although my account has now been reactivated, I would still like to point out to everyone, especially to customers and investors, that iHerb's business practices are ridiculous, unreasonable, totally unacceptable, and not ethical at all.

  I placed two orders separately, and they were to be shipped to the same address. iHerb shipped the first one, and then deactivated my account, cancelling the second order. This is ************* to say the least. If iHerb indeed found my account's activity suspicious then why did they ship my first order (which caused a lot of confusion and trouble to me and my family since I was unable to log in to check the status of my orders)? Haven't they found that the two orders were going to the same address?

  I personally find iHerb as a business not trustworthy, unreliable, and very problematic. Nevertheless, since my account is restored, I will consider this complaint resolved. 

  
  Regards,
  
  P P
  
   

  
  

• Initial Complaint

  Date:03/21/2024

  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.

  I placed an online order through iHerb on 3/13/24 in the amount of $45.49 Delivery through Lasership showed to be delivered 3/18/24 and it was not delivered. Each day it's showing in transit and no delivery. Tried calling Lasership and can't get hold of anyone. IHerb does not have a customer service phone number and their live chat is with a virtual agent only.I want this order cancelled and fully refunded.

  

  Business Response

  Date: 03/22/2024

  Dear Valued Customer,

  We apologize for any poor tracking experience and thank you for providing the order number so that we could look into this further. After doing so, it appears that your order is due to be delivered by the end of day on 3/22/2024. Should that date pass and you still don't receive your order, please contact our Customer Support team who should be able to assist you further. However, based on the latest tracking information, it has been received by the local carrier and is on it's way to be delivered.

  Again, we apologize for any confusion or inconvenience and hope we have helped.

• Initial Complaint

  Date:03/15/2024

  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.

  I ordered some organic Honey and it said that it was delivered yesterday by UDS I never received anything nor is there a delivery service called UDS

  

  Business Response

  Date: 03/15/2024

  Dear Valued Customer,

  We are sorry for any inconvenience and want to help. After looking into the tracking information for this order, it says it is out for delivery today, 3/15/2024. It should be delivered by the end of the day. Sometimes carriers may **** an order as delivered 24 hours ahead of actual delivery. We understand this can be confusing and are working with our delivery partners to resolve this. 

  We hope we have helped and, should you still have any other questions or concerns, please don't hesitate to contact our Customer Support team.

  Customer Answer

  Date: 03/17/2024

  I did not receive the product that they say sent me I made the purchase on the 13th they say it was an attempted delivered on the 14th at 5am that couldve happened ** you have to be buzzed into my building to get in and nobody is here @5am also and then they say it was delivered on the 15th I have no product in my mailbox or even around my mailbox.. 

  

  Business Response

  Date: 03/18/2024

  Dear Valued Customer,

  We are sorry to hear of any delivery issues and want to help. However, in order for us to do so, we need the order number so we could reference your account. May you please provide that in a response to this message? Once received we will gladly expedite this matter in an attempt to resolve everything.

  We are standing by to ************* to hear from you soon.

• Initial Complaint

  Date:03/11/2024

  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.

  I placed an order with iHerb and they said it would deliver 2 days later, which is why I placed it with them. The carrier they chose then would not provide me with an update for delivery - at this point it is 3 days late. So I contact iHerb asking for them to re-ship my order or to cancel it with their carrier, as the carrier wouldn't even allow me to submit an inquiry (the website looks like it's from the 80s). iHerb claimed the only way they would contact THEIR carrier is via email and that it would take ***** hours to resolve. Keep in mind this would mean 4-5 days to even have a status PAST the time my order should've been delivered. I asked if there was a phone number and the one they provided me for their carrier was disconnected. the only solution they offered was for me to wait 1-2 more business days to receive a status from the delivery company. It doesn't make sense that they contract with a delivery company where there is allegedly no phone number nor direct message system for which they can ask for an update for a customer who ordered more than $200.

  

  Business Response

  Date: 03/12/2024

  Dear Valued Customer,

  We are sorry for this experience and are happy to help. We have moved forward with providing a refund for this order. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. Should your order be delivered at a later date, please consider it complimentary for this poor experience.

  Our teams are further investigating what may have occurred to prevent this from happening in the future. Regardless, should you have any further questions or concerns, please don't hesitate to contact our Customer Support team. We hope you decide to give us another chance in the future and wish you the best of health.

• Initial Complaint

  Date:03/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been ordering from iHerb for over five years, perhaps closer to ten years. I have changed email addresses, but that has not been a problem. Now the programmers are refusing to register my payment method. It is the same card I have had for years. On this particular account I have past orders. (Therefore iHerb has not had an emotional problem with this account.) Apparently I did not save my payment method, so I input it again. I hit "Continue". Then I hit "Place Order". It continually places a red notice "Please select a payment method". SEE ATTACHED SCREENSHOT. (I had an entire page and cropped it to avoid showing the entire bank card information.) It double-checks the information I entered. I have hit "continue" and "place order" multiple times. I have checked my billing address. It is the same i have done ordering on every online purchase since 1999, with the same credit union since 2005, and always Linux Firefox since 2013. Even iHerb programmers did not appear to have flunked everything but Chrome in high school. (Until now.) All of this is to anticipate and avert lazy, bigoted customer service agents from the wrongheaded ASSumption that their customers aren't highly competent at using their own computers. If I have quintuple-checked my payment method, have a better credit rating thatn the owners of iHerb at nearly 800, and tried two different cards, have used Linux Firefox for 11 years, and have successfully ordered from iHerb for 5-10 years, successfully ordered online elsewhere for 25 years, then the fault is with iHerb. It is a fault that iHerb is responsible for correcting.

  

  Business Response

  Date: 03/11/2024

  Dear Valued Customer,

  We sincerely apologize for what you have reported and have escalated this experience to the appropriate teams. We were aware of a possible technical issue that teams have been working on to resolve. This is a frustrating experience that we never want anyone to have. However, we see that on 3/9/2024 you were able to place an order. Is this issue still occurring for you?

  We hope to hear back from you soon and sincerely apologize for this matter.

  Customer Answer

  Date: 03/11/2024

  
  Better Business Bureau:
  
  Yes, I tried sending it to my PO Box billing address that had already been on my account. THEN it took the payment method entry. THEN, before placing the order, I selected "CHANGE" on the address -- and THEN added my desired shipping address. THEN it accepted the order placement. HOW CONVOLUTED!  I will wait for the business to perform this action (********* YOUR SITE FUNCTIONAL ON LINUX FIREFOX!) and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Val Park
  
   
  

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed two orders with iHerb.com. There were delivery issues with the first order. I requested iHerb please send the second order, via alternative method, as they were supplements that needed to be handled care - and the first order - still missing - was not. Despite having sent both order numbers with my initial request, iHerb customer service ignored my request, supposedly shipped the second order but is now claiming - they have no record of either order, despite having providing them with both order numbers and my email address with my initial request and, per their response - resent my email address in addition to the last 4 digits of the credit card number used for both orders. I find it hard to believe that both order numbers, placed at different times and days, have both been lost. They are responding that neither order number - both copied and pasted from their website - can't be found in their system and have refused any help.

  

  Business Response

  Date: 03/04/2024

  Dear Valued Customer,

  We apologize for any inconvenience and are happy to assist you. We were able to reference the account associated with the phone number provided with this review. However, there is only one order number, order # 929136525, which has been shipped. It is due to be delivered by 3/05/2024. However, we are experiencing technical issues with the tracking system but your order is due to be delivered, at the latest, by end of day 3/05/2024. 

  Regarding another order number mentioned in your review, we were unable to locate it. May you please provide the order number of concern to us in your response to this? Once provided, we can escalate this matter quickly in an effort to help you.

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

  Customer Answer

  Date: 03/04/2024

  This is at least the fourth time I am providing iHerb the order numbers. As noted in my request through the BBB, I asked for a refund for my first order if it was not delivered today (it was due Saturday), and customer service had no answers. The first order was $48.89 and today, I received one $2.47 item nothing else. For some reason, iHerb refunded $2.47 for the one item I received today and kept the $46.42 payment for all the items that were not delivered. That is fine for today - as I would rather receive the items. 
  Upon not being able to reach anyone or get any answers, I requested a refund through the iHerb website for all items in the order Order ********* - it seems to have been ignored - and I would be happy to receive the items, instead. 

  I am having trouble understanding how - in addition to my written requests for assistance, iHerb has lost information and requests sent via email from yesterday, this morning - and the iHerb website.

  Please let me know the update for order 1 are the remaining items the majority of the order, to arrive today? I would like to receive them.
  1st Order: ********* - $48.89
  2nd Order: ********* - $86.42
  

  Thank you. 
  

  
  

  

  Business Response

  Date: 03/05/2024

  Dear Valued Customer,

  We are happy to help and thank you for providing the order numbers so we may do so.

  For order number 929105715, a refund of $48.89 was processed and granted on 3/3/2024. Please be advised, it may take 7-10 business days for the funds to appear back in the financial account associated with order payment even though it has been completed on our end.

  Regarding order number 929136525, the carrier shows that the order has been delivered successfully. 

  We hope we have helped and, should you have any further questions, please don't hesitate to contact our Customer Support team.

  Customer Answer

  Date: 03/13/2024

  
  Better Business Bureau:
  I appreciate the response and believe the main issue to have been repeated inappropriate or otherwise problematic responses from first-line customer service. The one representative who seemed to be the only one to respond, should have been able to resolve this matter but was unable and obviously unqualified for the position. Every response indicated my request for help was either not read, or not understood. The representative, ************'s responses indicated they did not possess the level of English comprehension necessary for a customer facing position. If that was not the case, then I would surmise ***** H, disliked customers based on the time they wasted refusing to respond in a manner which dealt with the issue for which help was sought.  Thank you for the credit - I received the items late. I am happy for your to reverse the credit. Please let me know if you will be doing so and when. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me - but would like a final response regarding the credit. 
  
  Regards,
  
  J Balsam