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:03/02/2024

  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 recently purchased a $50 gift card to send to a friend who lives in ***************. She shops on this site all the time, but when she tried to use her gift card, was blocked by the site. When I reached out to iherb, I was told that gift cards wouldn't work internationally. When I then sought a refund, I was told that gift cards weren't refundable!

  

  Business Response

  Date: 03/04/2024

  Dear Valued Customer,

  We are sorry to hear this. Unfortunately, gift cards are not refundable and cannot be used outside of *****************. This is disclosed on our gift card information page and in our help articles. 

  Again, we regret to hear of this and, if needing any further assistance, please contact our Customer Support team.

  Customer Answer

  Date: 03/04/2024

  I do not accept your refusal to refund my money based on obscure, not clearly stated policies. Obviously it's outrageous that you refuse to refund an unusable gift card. I will be disputing the charge with my credit card company and commenting on your utter refusal to behave honorably everywhere online---not to mention atrocious customer service!

  

  Business Response

  Date: 03/05/2024

  Dear Valued Customer,

  We are sorry for any confusion regarding this. If you have any further questions or concerns, please don't hesitate to contact our Customer Support team.

  Customer Answer

  Date: 03/07/2024

  The unusable gift card should be refunded.

• Initial Complaint

  Date:02/29/2024

  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.

  The order was NOT DELIVERED. I requested a refund three times, and the request was declined three times. I will now be disputing the charge with my bank. Its a shame since Ive literally made almost a dozen iHerb orders in the last few months, dropping thousands of dollars. I now regret ever giving them my business and wish I had ordered my supplements from a more ethical company. I will be posting about this experience on my ****************** and Reddit: it seems the customer service that ********************** used to be so reputable for, is a thing of the past.

  

  Business Response

  Date: 03/04/2024

  Dear Valued Customer,

  We are sorry to hear of any issues and thank you for providing the order number along with your review. We see that an agent was able to approve 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 although they may appear sooner.

  Again, we apologize for any inconvenience and please don't hesitate to contact our Customer Support team if you still have any concerns or questions.

• Initial Complaint

  Date:02/29/2024

  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, a company I have successfully ordered from for over a decade. The order was canceled for no reason (my Paypal account showed that it was paid) and I received an email recommending re-ordering. I placed the replacement order, and there are now two charges on my bank account. I sent a screenshot demonstrating this charge and was told by their customer service rep that "complicated cases may take some time to resolve. " This is not at all complicated, my card was charged twice and should be refunded. It appears, reading online reviews, that this has become the norm for this business, which has no working phone number and a non-functioning chat option on the website. There are many online reviews which detail the same experience, with cards being charged multiple times for orders and having no response or unnecessary delays in trying to get a refund for the duplicate charge. I would like the double charge refunded, and it goes without saying that this will be my last order from this company. Buyer beware.

  

  Business Response

  Date: 03/04/2024

  Dear Valued Customer,

  We are sorry for any confusion and are glad to help. After looking into the order number of concern, there were no charges made nor received. We see that our agents were also able to work with our technical teams to confirm this after being contacted by you. Nothing of the sort occurred on our end and we suggest contacting PayPal if you still have any concerns as the issue would be occurring on their side.

  
  We hope we have helped and wish you the best of health.

• Initial Complaint

  Date:02/26/2024

  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.

  On 2/26/23 at 10am we received a packaged from IHERB, it was delivered open, damaged, and leaking. (This package was ordered by our owner to the office) we contacted the courier who told us we had to contact IHERB (which is next to impossible) they have removed their customer service phone line, and email, and you MUST have an account to even reach out via chatbot...Upon further investigating the package, we opened it to inspect the contents/take photos for a possible claim, etc.We were ABSOLUTELY horrified to see what was inside. Rats/Mice have clearly made their way into the box and attempted to eat through the plastic bag that the product was enclosed in. On top of that, there were about 8-15 Rat/Mice DROPPINGS inside the box. (attached photos)We are disgusted that this made its way into our office. This is a complete *************** violation at the VERY LEAST. How?? How does this happen??

  

  Business Response

  Date: 02/27/2024

  Dear Valued Customer,

  We never want anyone to have an experience such as this and we have escalated this to our Global Logistics team so they can reach out to Asendia regarding this issue. All of our fulfilment centers are safe and sanitary, routinely inspected and spotless. This must have occurred with the carrier's conditions or in transit in this instance. Regardless, we want to help but need the order number in order for us to do so.

  In the photo provided, the marker has made it hard to read the order number. May you please provide that to us so we may reference the account? Once received, we will expedite this matter.

  Again, we apologize for this experience and are standing by to help.

• Initial Complaint

  Date:02/23/2024

  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.

  I paid for next day shipping and they will not deliver the item for 5 days! There is absolutely no way to speak with a live agent and they will only give store credit after taking your money. I DO NOT WANT STORE CREDIT I WANT MY MONEY BACK! THIS IS WIRE FRUAD!!!

  

  Business Response

  Date: 02/23/2024

  Dear Valued Customer,

  We sincerely apologize for this experience and are looking into what may have occurred to cause this. Regardless, we have moved forward with providing a refund for this order since it will take longer than the delivery time paid for. 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, please consider it complimentary for your trouble.

  This is a rare occurrence and we are investigating. Should you have any further questions or concerns, please don't hesitate to contact our Customer Support team.

  Customer Answer

  Date: 02/23/2024

  I will never use this company again. They are committing wire fraud on a daily basis and you Regulatory body is allowing them to get away with it.

  

  Business Response

  Date: 02/26/2024

  Dear Valued Customer,

  We apologize for any inconvenience and, as mentioned in the previous response, have moved forward with the refund. Should your order be delivered at a later date please consider it complimentary for your trouble. We wish you the best of health and please contact our Customer Support team should you have any further questions or concerns.

• Initial Complaint

  Date:02/16/2024

  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 requested a refund from an item I purchased that was unopened, unused, and undamaged that was around $40. My refund request was approved and IHerb sent an RA number and shipping label. I sent the item back and per the shipping company it was delivered two days later and signed off for by someone at the company. Three weeks later I am still awaiting my refund, so I reached out to the company to ask where it was. I got an email response that it would take two days for an answer. Then I got an email two days later saying they needed two more days to answer me. Then I got an email saying my refund was canceled. I went into the app and there was a note saying it was canceled per my request, which couldnt be farther from the truth. They dont have a customer service line (I tried calling and they said theyd have someone email me), and email doesnt seem to be working. They claim to have live chat between 6 am and 6 pm, but its 2 pm and its not working. In the meantime Im out $40 and dont even have the item any more, they do! I want my refund and for someone to hold IHERB accountable.

  

  Business Response

  Date: 02/20/2024

  Dear Valued Customer,

  
  We are sorry for the experience you have reported and thank you for providing information needed so we could reference what may have happened. It looks like the refund was approved on 2/16/2024. Sometimes it may take anywhere from **** business days to appear back in the financial account associated with order payment. This incident has been escalated to see what may have occurred and what should be done to avoid an experience in the future such as the one you have reported.

  If you need any further assistance, please don't hesitate to contact our Customer Support team.

  Customer Answer

  Date: 02/20/2024

  
  Better Business Bureau:
  
  The business (IHERB) has already issued a refund, and I notified you of this when it happened. 
  

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

  
  

• Initial Complaint

  Date:02/12/2024

  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 here last saturday but when i tried to log in it says that my account was deactivated. I read a few reviews regarding this and this is making me anxious. The payment was already deducted to my credit card. What will happen now. I need a refund for this. I cant even checked if the order is cancelled or what since i need an account to check but how can i log in when iherb deactivated my account. Is this some kind of scam or what. Please check order #********* and give me back my hard earned money.

  

  Business Response

  Date: 02/14/2024

  Dear Valued Customer,

  We sincerely apologize for this experience and see that an agent was able to assist you by unblocking your account. Customer safety and account security are our top priorities. Although we use the latest methods to accurately identify concerns, in this instance, we fell short. As a result, your order was never fulfilled or shipped and the pending transaction was voided. The funds should return to your account within **** business days. iHerb never receives payment until order have shipped.

  Again, we sincerely apologize for this frustrating experience. Should you have any further questions or concerns, please don't hesitate to contact our Customer Support team.

• Initial Complaint

  Date:01/31/2024

  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 received two shipments from iHerb. I am not a customer and do not want their product. No problem you might think, I can just contact them and let them know of this mistake. There is NO WAY to contact them unless you have an account. As stated above, I do not have an account so it is like being in an endless loop. There is no way to call or email them. It should be criminal to operate this way. I have no way to get to the bottom of this. Has someone stolen my identity to send me random stiff from this company? I dont know!

  

  Business Response

  Date: 02/01/2024

  Dear Valued Customer,

  We regret to hear of this and want to help. We see that you did contact our Customer Support team on 01/31/2024. May you please provide photos of the packages you have received, making sure to include a clear image of the labels? This should display the order number and other information which we could use to locate anything in our system. Until we receive these images, we are limited in our ability to resolve this matter because no other information provided with this complaint is linked to anything in our system which makes sense based on your complaint.

  We are standing by to help further and hope to hear back from you soon with the requested information.

• Initial Complaint

  Date:01/19/2024

  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.

  Didnt refund missing item from package

  

  Business Response

  Date: 01/19/2024

  Dear Valued Customer,

  We see that multiple complaints have been opened up with BBB for the same claim. Since the claim has already been responded to in the other opened claims, we advise referring to our response there.

  We wish you the best of health.

  Customer Answer

  Date: 01/20/2024

  hello 

   I didnt receive a response you just said that there are multiple complaints but didnt address my problem please review your response and send it back again 

  thank you 

  Ali 

  

  Business Response

  Date: 01/22/2024

  Dear Valued Customer,

  As stated in the previous reply, we suggest communicating through those other replies. No further response from us for the same issue(s) on multiple complaints will be addressed due to it being not efficient and potentially causing great confusion.

  Customer Answer

  Date: 01/22/2024

  please can you forward me the response as I dont have access to my other email. 

  thank you 

  Ali 

• Initial Complaint

  Date:01/11/2024

  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.

  Dear Better Business Bureau,I hope this message finds you well. I am writing to bring to your attention a distressing experience I recently encountered with iHerb and their chosen carrier, OnTrac. As a customer who ordered essential Herbs and Vitamins recommended by my holistic doctor to manage my condition, Complex Regional Pain Syndrome (CRPS), I find it necessary to seek your assistance in resolving a significant issue with the delivery process.On Monday, January 8th, the OnTrac carrier assigned to deliver my package failed to follow proper delivery procedures. Instead of notifying me via a call or ringing the doorbell, the driver left the package unattended outside my residence. Unfortunately, this resulted in the theft of my package, as two individuals visiting someone in my building seized the opportunity. I promptly reported the incident to the police, and a police report has been filed. The assistant manager of my building also provided the necessary proof through video surveillance to validate the theft. I paid iHerb a total of $82.26 for my recent order, which is associated with Order #********* this is the Tracking Number: D10014744654224.Despite my numerous attempts to communicate with both iHerb and OnTrac, expressing the urgency and severity of the situation, I have received only standard automated responses, with no genuine effort to address or take responsibility for the issue. I have provided evidence of the carrier's negligence, as captured by the video surveillance, clearly indicating that the driver did not follow the established delivery protocols.As a person with a disability, I am confined to my home, and my doorbell is connected to my phone. Additionally, my building provides mailboxes and lockers for secure package delivery. The lack of responsiveness from both iHerb and OnTrac is deeply troubling, and I am left without resolution.I kindly request your intervention and assistance in facilitating a timely and satisfactory resolution to this matter. I believe that both iHerb and OnTrac should be held accountable for the negligence in their delivery process, which has resulted in the loss of my essential medical supplies.Thank you for your prompt attention to this matter, and I am hopeful that your involvement will help ensure a fair and just resolution. Thank you

  

  Business Response

  Date: 01/12/2024

  Dear Valued Customer,

  We are sorry to hear about your experience reported in your complaint and are glad to help. First and foremost, we also regret to hear of the incident which occurring regarding the theft of your package. After looking into the history of this event, we see that an agent approved to have the order shipped to you again on 1/10/2024. This order shipped on 1/11/2024 and is due to be delivered by 1/16/2024 at the latest. The order number is 46505009. The *** tracking number is 1Z4556F10351330928.

  We hope this resolution shows how much we care and we apologize for any less than satisfactory interaction you may have had with the carrier and/or our Customer Support team. Should you have any further questions or concerns, please do not hesitate to contact our Customer Support team. We hope the package finds you in good health!