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:07/21/2025

  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 am reaching out to you after having contacted customer service multiple times. Unfortunately, they did not truly review the specific details of my case but simply repeated the same standard response that "this is the policy."On June 23, 2025, I purchased several creams and drops. The courier delivered my package on July 9, 2025, without coordinating the delivery with me as required. The package was left unattended on my front lawn in extreme 37C heat while no one was home.When I initially submitted the refund request and uploaded the required photos via your website, I was not informed at any point that the items would need to be returned in order to receive a refund. The confirmation email I received (RA07250005063510) clearly stated that no action was required on my part at that stage. To me, this indicated that the refund had been approved and was being processed.Again, the products were left outside in extreme heat, rendering them completely unusable upon delivery. As no further instructions were provided and it was evident the items were spoiled and unsafe, I disposed of them.Let me be clear: this is not a standard return request. It is the result of gross negligence by iHerbs courier, which directly caused the goods to be destroyed. Under these circumstances, it is both unreasonable and unacceptable to insist that I return melted and unusable *********** a long-standing customer who has consistently purchased from iHerb over the years, I expect this matter to be handled not only according to policy but with the level of customer care your company stands for. I respectfully request a full refund without further delay.

  

  Business Response

  Date: 07/21/2025

  Dear Valued Customer,

  We are sorry for any issues and are glad to help. Upon further investigating this matter, we have requested a return of this order for us to be able to move forward with any next steps. Our Customer Support team is standing by to help if you need any assistance with this process.

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

• Initial Complaint

  Date:07/18/2025

  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.

  Complaint Regarding Unpaid Affiliate Earnings from iHerb To whom it may concern,My name is ***** and I am a content creator from ************ with over ******* followers on TikTok. I joined the iHerb affiliate program over three years ago using the rewards code ENX0984, and since then, I have been actively promoting iHerb products on my social media platforms.I initially received one payout of approximately ***** SAR (~$370 USD) about two years ago. However, despite continuing to drive significant traffic and sales, I have been unable to withdraw any of my earnings since then.Currently, my iHerb account shows:Available rewards: $13,186.46 USD Pending rewards: ~$2,000 USD Total unpaid balance: Over $15,000 USD I have reached out to iHerb multiple times via email, *******, and customer service, but have received no helpful response. I was advised to register with Partnerize in order to receive payouts, but my application was rejected without explanation, and no alternative solution was provided.I have attached the following supporting documents:Screenshots from my iHerb account showing my available and pending rewards.Proof of a previous payment made to me (***** SAR).Screenshots from TikTok videos promoting iHerb, including one that received over 1 million views and helped generate these *********** affiliate/rewards code: ENX0984 I am respectfully requesting a full refund of my available earnings from iHerb. I have worked hard to earn this amount by creating content and driving traffic, and I deserve access to the money I rightfully earned.Thank you for your time and attention. I am available to provide further proof or clarification if needed.Sincerely,Aisha ******************** TikTok: ***************************************************** Country: ***********

  

  Business Response

  Date: 07/18/2025

  Dear Customer,
   
  Thank you for contacting iHerb. We understand your desire to cash out your earnings.
   
  The iHerb Rewards cash out feature was discontinued in December 2024. We recommend that you use your balance toward your next iHerb order. We understand this may not be the news you were expecting, and we appreciate your understanding.
   
  If you would like to cash out your future earnings, this will now be handled exclusively through one of our official iHerb Affiliate Program platforms. You can learn more about our program and apply here: iHerb Affiliate Program . Please be aware that applications are subject to review and approval by our team.
   
  Any commissions earned in your Rewards account will remain for future purchases only. For more details about your Rewards balance, visit the iHerb Rewards Program page.
   
  If you join the affiliate program, you will only be able to track and cash out these commissions through the affiliate platform you joined. This means that affiliate commissions cannot be used directly for iHerb purchases.
   
  We hope this clarifies your options. Please let us know if you have any further questions or anything else we can help you with to determine the most suitable course for you.

  Customer Answer

  Date: 07/18/2025

  I do not accept the business response.
  
  
  The response does not resolve my issue, as it does not address my right to withdraw the rewards balance I earned over the past years.
  
  
  I promoted iHerb actively for years, generating over $13,000 USD in rewards, based on the companys original rewards program, which clearly stated that I could withdraw my earnings once I reached the required threshold.
  
  
  Suddenly, in December 2024, iHerb disabled the withdrawal feature without prior notice, leaving me with a large unpaid balance.
  
  
  I am not asking for future commissionsI am simply requesting to withdraw the money I already earned through valid and confirmed referrals.
  
  
  This is not acceptable, and I am asking iHerb to either:
  Reactivate the withdrawal for my existing rewards balance, OR
  Offer a real alternative to access the money I rightfully earned.
  
  
  I hope BBB will continue to assist me in resolving this unfair situation. Thank you.

  

  Business Response

  Date: 08/04/2025

  Dear Valued Customer,

  As advised earlier, we suggest contacting our Customer Support team who should be able to help you more efficiently and send you to the correct departments for a thorough review of everything. You may contact them by going to our **************** page and selecting "Write a message" or choosing one of the chat options we have available. 

  Our Customer Support team is standing by to help you.

• Initial Complaint

  Date:07/09/2025

  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.

  IHERB deactivated my IHERB account because I received a refund from my financial institution because they wouldnt give me my refund. So when I informed my financial institution they proceeded with the refund because of the damaged items and I received the full refund. Which means when my items were delivered to me damaged, I IHERB so I will not get a refund and I gave them photos of the damaged vitamins and essential oils. IHERB has delivered to me the wrong items and would not give me my refund. I have given Iherb photos after photos of proof of damaged products. Yet they give me a hard time about my refunds. There were cases when my money was wasted because an individual at IHERB rudely refused to give me my refund. Now iherb falsely deactivated my iherb account for no reason. These are the reasons for a persons account to be deactivated, and they are suspicious or fraud activity and prolong inactivity and violations of their terms of service. These violations do not apply to me because I have not done any of these or violated any of these violations. My account was purposely deactivated. IHERB told me that if you have any damaged items they will give you a refund for the damage items. I have given them plenty of photos of the damage items that I have received from them through a carrier they use. My account should not have ever been deactivated for any reason. It is called defamation of character if they are calling me a thief and making accusations or allegations against me. It is hard to get a refund from IHERB even when you give them photo proofs of the damage items. There were times IHERB would not give me a refund.I want my account open ******** email address: **************************

  

  Business Response

  Date: 07/10/2025

  Dear Valued Customer,

  We never take any retaliatory measures and apologize for any confusion here. It sounds like you would be best served getting more assistance from our Customer Support team, and not by communicating on BBB. 

  Please go to our Customer Support page and choose any method to contact us. After doing so, a trained agent with assist you further.

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

• Initial Complaint

  Date:07/09/2025

  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.

  Placed an order, wrong items sent. Emailed and was told refund wa spur through and then another email said I canceled the refund request. Ive emailed twice in the past twenty four hours with no reply. I sent multiple photos. Just want my refund. Thanks. Have no idea if Im dealing with humans or AI.

  

  Business Response

  Date: 07/09/2025

  Dear Valued Customer,

  
  We are sorry for any confusion you may have experienced and thank you for providing the order number along with your review. After looking further into this, it looks like we are pending the return of the items to us in their original condition. A prepaid label should be sent if it hasn't already been provided. 

  Once received and verified by our teams, we can move forward with compensation. Should you have any further questions or concerns, please contact our Customer Support team who is standing by to assist you further.

  Customer Answer

  Date: 07/09/2025

  the item you sent is worth five dollars. I have to wait to get a reship or refund to reorder?  This doesnt sound righr

   

  you confirmed the the refund and then canceled

   

  not great customer service or my first time experience as a customer and no way to call you. 
  

   

   

  

  Business Response

  Date: 08/06/2025

  Dear Valued Customer,

  We are happy to assist further. The refund was approved on 7/20/2025. It typically takes 7-10 business days to appear back in the financial account associated with order payment although, sometimes, it may take up to 35 business days.

  Please contact our Customer Support team who should be able to provide you with proof of the refund or help with any other concerns.

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

• Initial Complaint

  Date:07/09/2025

  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.

  I need to manage my subscriptions. The website does not work, the app works but not the Contact area nor the area to manage Subscriptions.

  

  Business Response

  Date: 07/09/2025

  Dear Valued Customer,

  We are sorry to hear of any issues and want to help. However, the email used to file this complaint is not linked to an iHerb account. May you please provide a past order number so that we may locate the account of concern? You may also contact our Customer Support team by going to our **************** page and selecting 'Write a message'. After doing so, a skilled agent will respond shortly to assist you further.

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

• Initial Complaint

  Date:07/06/2025

  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.

  Ive been a long-time iHerb customer, placing frequent and large orders for supplements, cosmetics, and natural products. Usually, orders arrive in good condition, but sometimes they dont due to poor packaging, temperature issues, expiration, or other *********** the end of the day, I am the one receiving and opening the package, and if the product is spoiled, broken, or unusable thats what matters. I didnt pay for a defective item. I paid for something I can actually use.Whenever this happened in the past, I contacted customer service with full documentation, and received a proper refund.However, now, after receiving another unusable product, I was told Ive reached the refund threshold, and they refused to help unless I send the product back internationally at my own expense.Even worse when I tried to appeal this, they simply sent me the exact same copy-paste message, ignoring everything I explained. Its completely disrespectful and unprofessional.Instead of taking responsibility for a product that they sent in poor condition, theyre shifting the blame onto the customer. Thats not a policy thats avoidance.I respectfully request a full refund for the defective product and expect iHerb to review how they handle valid customer complaints from long-term buyers.Thank you in advance for your attention and support. I appreciate your time and look forward to a fair resolution.

  

  Business Response

  Date: 07/07/2025

  Dear Valued Customer,

  We have concerns over account history which led to this decline in refund requests. Please contact our Customer Support team to learn more.

• Initial Complaint

  Date:06/28/2025

  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.

  Subject: iHerb LLC - Undelivered Order, ****************************** iHerb LLC************ Order: #********* - AU$299.56 Complaint:10+ year loyal customer. Order placed around 1 month ago for essential supplements.Timeline:June 24: Carrier claimed "delivered" - no package received June 24: Checked property, contacted Australia Post - confirmed no package June 25: Submitted reship request to iHerb June 25: DENIED - told "estimated delivery June 27th, resubmit if not received"June 27: Still no package (past their deadline)[Recent]: Resubmitted - received IDENTICAL automated denial ignoring their own June 27th deadline Evidence:- ********* Post official confirmation: no package at facility - Thorough property/neighbour searches - iHerb's contradictory statements (delivered 24th vs estimated 27th)iHerb's Failures:- Automated responses ignoring facts - Ignored their own June 27th deadline - No human review despite 10+ year customer history - Copy-paste responses showing no actual investigation Resolution Requested:- Immediate reship with expedited delivery. iHerb's carrier made error - I shouldn't be penalized as a customer.Impact:- Financial loss, disrupted medication regimen, wasted time, poor treatment of decade-long loyal customer.- This demonstrates systematic customer service failures requiring ******************** intervention.

  

  Business Response

  Date: 07/01/2025

  Dear Valued Customer,

  We sincerely apologize for the frustrating experience you have reported with your review. We have approved of reshipping the order to you on 6/28/2025. Once your order is shipped, you will receive pertinent information for it. If you have any questions regarding this process, please don't hesitate to contact our **************** team.

  Again, we sincerely apologize for this matter which surely caused great frustration. We hope this resolution shows how much we care. We are standing by to support you further if needed.

  Customer Answer

  Date: 07/01/2025

  
  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:06/25/2025

  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 bought five, 5-pound containers of Diesel Whey Isolate in various flavors from iHerb. Two containers have been opened (and partially used) and three are still unopened and unused. Over time, using this product, I began to have negative experiences with my digestion. I tried contacting the manufacturer of the product to resolve this issue but the company does not answer its phone. I left a voicemail, but there has been no return call. Because it was an adverse health effect, I asked iHerb to please refund me for all five containers. iherb did not seem to care that I developed this intolerance over time and insisted that they could not give a refund because the time for returns had expired. But I contacted iHerb as soon as I was able to do so, that is, as soon as my inability to consume the product occurred! I believe iHerb should provide me with a full refund, as I acted as responsibly and quickly as I could! They should have made an exception to their refund policy's expiration policy because of my bad experience with a product they sold to me; and for which I cannot get a response from the manufacturer. I would like a full refund for these containers of whey isolate.

  

  Business Response

  Date: 06/25/2025

  Dear Valued Customer,

  
  Thank you for providing order information so we could review everything. For order #*********, this was refunded on 4/08/2025. 

  The second order number provided does not match anything in our system and we kindly ask that you review the information you have provided.

  For order #*********, this order is a few days away from being one year ago and is well beyond any claim limit. Therefore, we cannot move forward with any compensation.

  We are standing by for the second order number we asked to be reviewed and hope to hear from you soon.

  Customer Answer

  Date: 06/26/2025

   iHerb:

  iHerb:

  Here are the order numbers, as requested.

  Please note: it is obvious that they are being returned late, outside your return guidelines.

  My allergies to this product developed OVER TIME, not within your return specification dates.

  That is why I am asking for an exception to your return rules and for special consideration!

  Therefore, please do not send the obviously EVASIVE reply that these orders are outside your return date guidelines.

  The reason I have filed this complaint, and will file others with the State of CA and **************** is that I have reported an ADVERSE HEALTH EFFECT from using this product.

  That health effect cannot abide within your return guidelines and for very obvious reasons.

  Thus,I am asking iHerb to kindly waive their return requirements in this special case and make an exception due to the special circumstances in my case.

  Thanks.

  *****

   

  1) Diesel Mocha Cappuccino -- Order # *********

   

  2) Chocolate (Milk Chocolate on container) -- Order # *********

   

  3) Triple **** Chocolate -- #*********

  

  Business Response

  Date: 07/01/2025

  Dear Valued Customer,

  Unfortunately, these products and claims have well exceeded the timeline provided in our Refund Policy. Due to this, no further action can be made on our part.

  We recommend disposing of the products if you haven't done so already.

  Please contact our Customer Support team if you have any other questions or concerns.

  Customer Answer

  Date: 07/10/2025

  I already told iHerb clearly that the criterion for giving me a refund should be that it caused an adverse health effect in my body! So, why is iHerb continuing to talk about "return deadlines" rather than address the actual concern being presented? Second, I already explained that the side effects happened AFTER the return deadlines, so again, why is iHerb returning to the topic of "return deadlines?" Let me attempt an answer: IHerb is simply acting dishonestly and evasively.

  Also, I have an important question for iHerb, since they asked me to DISCARD the product and not consume it further: if you sold me a good product, why would you ask me to throw it away, rather than donate it to a food bank, or to some one who will eat it? Is this an admission that you really did send me a product that may have been defective to begin with?

  Here is the truth about what's going on at iHerb: rather than give a refund to a decades old customer, who has spent tens of thousands of dollars at their store, they'd rather cling to their 2.4 billion dollar profit, which they brag about on their website: ********************************************************************************.

  Iherb employees know VERY WELL that, if taken to the right level of administration, I could be given a full refund IMMEDIATELY, because the truth of my situation calls for it. Exceptions are always made to situations such as what I am facing.

  My final request from iHerb is to ESCALATE my concern to the level of their highest CEO and see if he/she/it/they/them/us will give me the refund I DESERVE, and which I am UNABLE to get from Diesel Whey.

  IHerb sold me the product.

• Initial Complaint

  Date:06/19/2025

  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.

  On the recommendation of my sister I decided to order from iHerb. On June 2 I created an account and "placed" my order - 3 simple items. After placing the order, it was immediately cancelled. I contacted the company via the online chat and "spoke" to a representative who told me I should try another form of payment. Over the next 2+ weeks I have tried various browsers, forms of payment, etc. and EVERY TIME (10 times now) my order gets cancelled. I've chatted with various representatives and have been in email contact with people who apparently don't even speak English. (The latest email on 6-10 about the issue says "Disclaimer: Please be advised that we use a ****** translator to assist you. We apologize for any errors in the email." At first I was told there's "something wrong with my payment" (No. There's not. Seriously? All of them?) then it progressed to "something's wrong with your account" and they "had to fix it on their end" and email after email tells me to wait ***** hrs before I "try again". This is pure stupidity. I have gotten NO answers, NO ONE seems to know what the problem is or how to resolve it, and frankly, no one seems to care - regardless of all the canned apologies. To top it off, there's no way AT ALL to contact anyone who might actually be able to solve the problem or even care about it. This last time I've given them 9 DAYS to fix the problem. ****. Cancelled again. How anyone can even order from this company is beyond me. I have NEVER had this problem ANYWHERE else. I can't help but wonder how much $$$ this company is loosing to this problem - I can't be the only one having this issue, and obviously the farmed-out-to-another-country "customer service" people don't care and are keeping the problem(s?) quiet. Latest order number is given below ... just in case anybody out there actually decides they DO care.

  

  Business Response

  Date: 06/23/2025

  Dear Valued Customer,

  We are sorry to hear of this experience. Account security and customer safety are our highest priorities. We do our best to accurately identify concerns and to take the appropriate actions. In this instance, we may have fell short and may need to know more. Please continue to be in contact with our Customer Support team who should be able to take the next steps.

  They are standing by to help and, again, we apologize for any inconvenience.

• Initial Complaint

  Date:06/16/2025

  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.

  Order was never revived they are not responding to emails other people are having problems they need to give me my s***

  

  Business Response

  Date: 06/16/2025

  Dear Valued Customer,

  We are sorry for any issues and thank you for providing the order number along with this complaint. 

  We can see that a refund was granted on 6/14/2025. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.

  Should you have other questions or concerns, please don't hesitate to contact our Customer Support team.

  Customer Answer

  Date: 06/16/2025

  I dont see no refund or an email saying I have been refunded give me back my full 70.36

  

  Business Response

  Date: 06/18/2025

  Dear Valued Customer,

  
  We apologize for any inconvenience and are glad to help. We can see that our Customer Support team is assisting you in this matter. We can see that we approved a refund on 6/14/2025. Please be advised, refunds may take anywhere from 7-10 business days to process and appear back int he financial account associated with order payment.

  Should 10 business days pass and you still don't see anything, we suggest contacting Apple Pay to determine what may be occurring on their end. 

  However, we don't see any reason why this refund shouldn't be successful. 

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

  Customer Answer

  Date: 06/25/2025

  
  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,
  
  ****** ****