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:01/11/2024

  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.

  I placed an order on December 14th 2023. The three items totaling $127.04 were delivered on December 17. One of the products made me ill, and I requested to return it, as well as the other two products, which were not opened. I received a return authorization from iHerb which included a *** return label. I boxed the items and sent them back using that label. When I did not receive a refund for the item, I contacted iHerb, and they said they had never received the return, but according to *** tracking, the return was delivered and received on December 27, signed for by someone at iHerb named *****. The *** website says that this i information constitutes proof of delivery. When I passed this information along to iHerb, they continued to insist that they had not received the return, and did not have the package, even though one of their own employees had signed for it. They are refusing to address the issue further, or to make this issue right in any way. I would have even been satisfied with store credit. This is one of the worst online purchase experiences I have ever had.

  

  Business Response

  Date: 01/12/2024

  Dear Valued Customer,

  We never want anyone to have the experience you reported in your complaint and sincerely apologize. After looking into this further, we see that the store credit was approved and granted for this order on 1/12/2024. This should be available automatically and should be applied to your next order automatically in cart. Should you have any further questions or concerns, please don't hesitate to contact our Customer Support team.

  Again, we are sorry for this experience but are glad we were able to come to a resolution. We thank you for shopping with us and wish you the best of health.

  Customer Answer

  Date: 01/12/2024

  
  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:12/31/2023

  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.

  RA12230003811789 Order ********* I returned this using prepaid label provided by iherb And it arrived back on 12/27 no refund have been issued I contacted iherb with no updates as of yet I returned all the items and would like a refund to be issued

  

  Business Response

  Date: 01/10/2024

  Dear Valued Customer, 

  We are sorry to hear of any issues. After looking into this further, we see a refund was granted for the order mentioned in your review. However, we see another refund claim for order # 927957420 which was delivered by the carrier. This is a bit confusing for us given the claim in the above review and what we are showing on our end. Please contact our Customer Support team who can look into this further for you.

  Customer Answer

  Date: 01/17/2024

  ********* returned all the items in this order and this order shows as its been delivered back to iherb on 1/5/2024 and I still didnt get a refund issued Id like refund issued as its almost impossible to reach live chat
  

  
  

  

  Business Response

  Date: 01/18/2024

  Dear Valued Customer,

  We are sorry for the issue your reported in your review and see that your order has been returned to us. Our Operations teams are inspecting the return to ensure all items were returned in their original condition prior to processing a refund. However, this should be completed soon. Once the refund is approved, you will receive a message from us notifying you of this decision. Please allow **** business days for the funds to appear back in the financial account associated with order payment. 

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

• Initial Complaint

  Date:12/20/2023

  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 ordered Life Extension Mix tablets off of their online site on September 29, 2023 for $119.74 and nothing came. When I sought help online I was ignored and kicked out of my account.

  

  Business Response

  Date: 12/21/2023

  Dear Valued Customer,

  We are sorry for any inconvenience and are happy to help. Account security and customer safety are our highest priorities. Accordingly, we use the latest methods to keep our customers safe while shopping with us. However, in this instance, we fell short and incorrectly deactivated your account. As a result, the order was cancelled, never shipped, and the pending transaction was voided. The funds were never processed nor received by iHerb. We suggest contacting your bank or card issuer should you have any issues or concerns with this.

  Our teams are aware of this instance and are focused on constant improvement to prevent something like this from occurring again in the future. Please don't hesitate to contact our Customer Support team should you have any further questions and, again, we apologize for this incident.

• Initial Complaint

  Date:12/10/2023

  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.

  16/11/2023 I placed an order with iHerb, order no. *********, the order did not arrive, they advised me to wait a few days as they claim that the delivery partner show delivered before the item has arrived. A few days later, nothing arrived. I informed them and they claim to have re-shipped the order (new order no. ********), again the same thing happened. I have been trying to contact customer service again and have had no response, they claim to respond within 4 hours however I have heard nothing and it has been days.

  

  Business Response

  Date: 12/11/2023

  Dear Valued Customer,

  We are sorry to hear of any issues with delivery. Although the carrier has claimed to have delivered the order twice, we have moved forward with providing a one-time courtesy refund. Please allow **** business days for the transaction to finish processing and 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.

  In the future, prior to placing any orders, we suggest verifying the accuracy of the delivery address. Should you have any further questions or concerns, please don't hesitate to contact our **************** team.

• Initial Complaint

  Date:12/08/2023

  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 product from Iherb and did not get my full order. to call several times before going into their chat box, which was not helpful. I was able to get a prompt through so that I could get a return label. They sent me an email back without the return label. Again attempted to reach Iherb via a chat box time got a human chat box. I explained the situation, and after about an hour or so the conversation got very complicated. The chat attendant wanted me to do several things on the computer; take a snapshot of the ** window change, browsers among other things. I warned the chat attendant, that if I change browsers, I would get cut off and this is exactly what happened. Before I got cut off the chat attendant gave me an address to send the merchandise back. I then drove to the post office ( I live out of town so it was 40 minutes. There in 40 minutes back.).This accomplished nothing because the mailing address the chat attendant gave me was incorrect, and would not accept the package. This has been a complete nightmare dealing with this company. I am requesting a mailed label to my home address so that I can return the product and get my money back. This is been such a nightmare. I do not want to deal with this company anymore and I do not want their product. Please send me a label so I can return your product. I am asking that you cancel any charges to my card in return. I will return the merchandise with a label that is mailed to me.

  

  Business Response

  Date: 12/11/2023

  Dear Valued Customer,

  We are sorry to hear of any issues and are happy to help. Please contact our Customer Support team and request a return label. The return label provided is accurate and works. If this has already been provided but the carrier won't return it, this is not due to an error on the label provided. This is an unfortunate event but our trained agents will help further if contacted.

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

  Customer Answer

  Date: 12/12/2023

  I reject the rhetorical response provided by Iherb. They have requested that I contact their customer support team and have not provided a phone number for me to do this. Iherb does not list a phone number to call for customer service anywhere on their site. Additionally, they did not provide one with their response. Their chat does not work for getting a return label. Please have Iherb provide a proper return address, or a label. Thank you. 

  

  Business Response

  Date: 12/13/2023

  Dear Valued Customer,

  We are happy to help. Please go to our Customer Support page on our website or app. After doing so, please select either to chat with an agent (during the available posted hours) or submit a support request by selecting 'Write a message'. After doing so, an agent should respond to your request in just a few short hours.

  Please provide as much information as possible regarding the difficulty you are experiencing and any screenshots or images depicting any issues. After doing so, an agent should be equipped to resolve the problem.

  We are standing by to help and hope you contact our Customer Support team soon.

• Initial Complaint

  Date:12/04/2023

  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 placed 2 orders ... Iherb took my money & did not deliver my orders!Their system LOCKED ME OUT due to "Suspicious Activity " and there is NO CUSTOMER SERVICE SUPPORT except their circle jerk chatbot!I can't get ANYONE to help because Iherb has NO LIVE **************** SUPPORT! I can't get help on line because they LOCKED ME OUT OF MY ACCOUNT...but KEPT MY MONEY!

  

  Business Response

  Date: 12/05/2023

  Dear Valued Customer,

  
  We apologize for this matter. We do our best to accurately identify potential safety risks and fraudulent activity. Teams use the latest state-of-the-art technology to assist us with this. However, in this instance, we fell short. As a result, the order #********* was cancelled and never shipped. The pending payment was voided and no charges were ever processed. You should see the funds return to the financial account associated with order payment in just a few days.

  However, your account has been reactivated and you should not have any issue signing into your account now. Again, we sincerely apologize for this frustrating situation. Should you have any further questions or concerns, please don't hesitate to contact our Customer Support team for further help.

  Customer Answer

  Date: 12/05/2023

  
  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:12/04/2023

  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.

  ********* After I placed and paid for this order iherb locked my account I want this order to be cancelled and also my account to be unlocked I didnt log in suspiciously iherb decided lock my account after taking my money

  

  Business Response

  Date: 12/05/2023

  Dear Valued Customer,

  Unfortunately, we have some concerns which caused ** to take the appropriate actions. Nothing further will be communicated through this channel. We wish you the best of health.

• Initial Complaint

  Date:11/29/2023

  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.

  Hi,I have placed order #********* Nov 29th Now am unable to login into the account and track my order details - getting error.For your security, your account has been blocked due to suspicious activity. Submit a ticket to **************** so we can help you.How to check my order details? wanted to know the status of my order.It is for small kid and we are flying to another country shortly. So i need to know the status of my order.And **** got 2 times charged on card.

  

  Business Response

  Date: 11/29/2023

  Dear Valued Customer,

  We sincerely apologize for this issue. Although we do our best to accurately identify suspicious activity and account behavior to keep our customers safe, in this instance, we made a mistake. As a result, your account was deactivated and the order was cancelled. The pending payment was voided and the funds should return back to the financial account associated with order payment within **** business days. 

  Your account has been reactivated and this should not occur again. Once again, we sincerely apologize for the frustration this must have caused. If you have any further questions or concerns, please don't hesitate to contact our Customer Support team.

• Initial Complaint

  Date:11/26/2023

  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 am forced to file another complaint because I heard failed once again to resolve the issue with their horrible online so-called customer service. I have a brand new issue with it because I heard failed to resolve this horrible ineffective system. As they know I am disabled in the online chat is extremely stressful as I battle a life-threatening illness. The online is impossible to deal with And because they failed to even make an attempt to fix it I am forced to be under great stress once again as I try to figure out where my order is. Theres no legitimate person answering the chats just their automated system which ******* you with automated messages forcing you to answer the same question 50 different times. Again this has been brought to the corporates attention but they simply dont care and retort with useless words and it appears that they financially pay off the BBB because theres never any resolution.I have been a customer for years and has placed 100s of orders and theres usually not any problems unless you are forced to deal with the online chat. The corporate office doesnt fix it just provides useless words My elderly mom placed an order that she needs for her house and it was reported to be late. After she waited a lengthy time it was said that it was delivered to the mailbox however the mailbox was never even opened by the mail carrier. Which we have proof of. I had to give up my day to fight with the useless online chat which is a constant source of stress for the all customer especially the disabled and elderly I am asking the company to fix the online chat so that I dont have to file another complaint I dont have to endure the stress as it is so needless and the company has promised to provide resolution in the past but it was useless words Obviously my elderly mom wants her package which is already grossly past due so please fix the issue since your online chat is useless

  

  Business Response

  Date: 11/27/2023

  Dear Valued Customer,

  We are sorry to hear of any issues with the receipt of your order and apologize for any inconvenience. After investigating this further, we can see than an agent was able to approve a reship of your order on 11/26/2023. This means that a replacement order should be on it's way to being delivered soon. You should have also received some notification from us that this reship has been approved and processed.

  Thank you for being a loyal customer of ours and we promise that your concerns and experience are valued. Our teams are always working to enhance every aspect of the shopping experience and this feedback will be used to improve it. Should you have any further questions or concerns, please do not hesitate to contact our Customer Support team who is able to assist you further.

  Customer Answer

  Date: 11/27/2023

  I have received the recent notice after a massive amounts of work on my part. This was ordered on behalf of my mom who had to do without her product because the tracking number stated it was delivered when it wasnt. What I need you to understand is that Ive made five different complaints regarding the extreme stress that is put on both of us with the automated virtual chat. It is very stressful to everyone and customers complain but in this case its done against my elderly mother and against myself a disabled person so the stress is felt much more. Theres literally no reason that we have to go through the automated chat and being forced to answer exactly the same questions dozens of times only to be told theres not a real agent available. We should be treated humanely and fairly especially when this was brought to the attention of your department by different times by my self. No one can claim ignorance about the situation at this point. In the past when I finally did get an agent I was lied to. In this particular case the reship was done by a courteous agent. I have been a customer for many years as is my elderly mother. We have placed hundreds of orders and the virtual chat has brought us both too intense for striation especially when we have reported it to your department five different times. Additionally there is no available customer service by phone and after a lengthy stressful event with the online chat I was told by the Voicemail to go to the online chat. I was also told to send an email at which point I received an email that what I had sent is not supported by your company. I hope you can imagine helpless threading and stressful this is especially when youre like me and fighting it life-threatening illness. Again this has been brought to your attention five differ

  
  *******************
  
   

  
  

• Initial Complaint

  Date:11/24/2023

  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.

  Re: order ********* On November 11, 2023 I placed an order which included Food items, supplements and liquid protein drinks. My order arrived on November 19, 2023 with clear visible damage to the box. Everything was saturated with liquid protein drinks. Some protein cases were completely flattened and popped open and other cases were partially crushed but leaking. The liquid also damaged food items. I took multiple photos and emailed iHerb for a refund with the photos attached. The photos included images of popped open and flattened protein drinks and damage to other food items. I have had only only refunded me for a damaged box of tea bags without refunding the **** They have not refunded me for the highly expensive protein drinks Nor have they responded to me any further regarding a proper refund. This is theft of goods and services which I paid for that I have not received. I am expecting a proper refund ASAP

  

  Business Response

  Date: 11/27/2023

  Dear Valued Customer,

  We are sorry to hear of this issue and want to help. However, the order number provided with this review does not include the items claimed as damaged. Also, the email associated with this review does not have any order with these items included. May you please provide the correct order number so we may reference this in an attempt to help you? Once received, we will expedite this matter.

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