Complaints
Customer Complaints Summary
- 201 total complaints in the last 3 years.
- 71 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/15/2025
Type: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 ordered ******** The first bottle leaked and was discarded. I went through an unwieldy customer service process and finally was issued a second bottle. Well, the second bottle just arrived leaking again. As requested. I sent a picture of clear liquid on bubble wrap. After the first fiasco, I suggested that tape be put around the cap to ensure that the product would not leak. Of course, that did not occur. The customer service process is lacking as is the care of the products.
Business Response
Date: 06/16/2025
Dear Valued Customer,
We are sorry for this experience and have moved forward with a refund for this item. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.
We never want anyone to receive damaged products and this will be reviewed by the proper teams. Our focus is always on constant enhancement and this will be no different.
Please don't hesitate to contact our Customer Support team should you have any further questions or concerns and we wish you the best of health.
Customer Answer
Date: 06/16/2025
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:06/15/2025
Type: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 number ********* I ordered 2 items from iherb but it was fully damaged. attaching photos of the condition of the full box as it was damaged and unsealed bottles that were came along with it . CS very incompetent and I cant consume these as they are unsealed which goes against Canadian health and safety protocol . Please provide a full refund or Issue a return label so I can return them back since the incident came from iherb .Business Response
Date: 06/16/2025
Dear Valued Customer,
Thank you for providing the order number along with this complaint. Unfortunately, due to concerning account information, we are not going to move forward with any confirmation and stand by our decision.
We wish you the best of health.
Initial Complaint
Date:06/06/2025
Type: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 ordered quantity 3 of MRM Vieggie protein with super foods on order *********. When I tried 2 of the 3 containers the product had a bad smell and taste, it was spoiled even though the expiration date is 6/2026. I contacted customer service and sent ************* as requested and since then the company has not responded. I would like a refund to the original form of payment for quantity 3 of the product .Business Response
Date: 06/09/2025
Dear Valued Customer,
We are glad to help. However, you had two separate products for veggie protein in your order. May you please clarify which product it was? Once clarified, we will gladly review everything in an effort to further assist you.
We are standing by to help and hope to hear from you soon.
Customer Answer
Date: 06/09/2025
Iherb has asked for information. The products I am complaining about are quantity 3 of MRM Veggie Protein with Superfood. The complaint is that the product is spoiled and has a bad smell and taste. I would like a refund to my original form of payment.Business Response
Date: 06/11/2025
Dear Valued Customer,
Thank you for providing more information. After looking further into this, this order was placed 6 months ago and is no longer able to be refunded. However, we can see that our agents have offered you Rewards Credit (store credit). This is the only option we are able to do. Should you accept their offer, Rewards Credit is typically available for use within 48 hours after being granted and is automatically applied on orders during the checkout experience.
Please respond to our agents and they will support you further. We hope we have helped and wish you the best of health.
Customer Answer
Date: 06/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and while I am extremely dissatisfied with the business refusal to stand behind their products and their poor customer service I do not want to waste any more time on this issue.
Regards,
***** ************
Initial Complaint
Date:05/28/2025
Type: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.
5/23/2025 ordered 2 items. Order # ********* in the amount of $16.51. Because of poor packing, brown paper on top of items, nothing in between items in the box. The bottle of nutmeg must have continually bounced again the can of Hibiscus sugar, denting the latter severely. I want a replacement for the dented can of Hibiscus sugar but cannot request via iHerb's website via chat bot or email because I checkout out as a "guest" not establishing an "account" with them which I still have no interest in doing. iHerb does not list a consumer email or telephone number to contact them. Unexceptable!Business Response
Date: 05/28/2025
Dear Valued Customer,
We are sorry to hear of this experience and have moved forward with a full refund for your order. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.
Regarding contacting us, we do have a **************** page. Simply navigate there and select 'Write a message'. After completing the form, an agent will respond shortly to assist you further.
Regardless, we hope this refund shows how much we value your decision to shop with us and hope that you decide to give us another chance in the near future.
Customer Answer
Date: 05/28/2025
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:05/28/2025
Type: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.
The transaction date for my purchase was May 15, 2025. I paid ****** RMB for two units of *********** Nutrition ***************** from iHerb website.The company did not specify who is responsible for the return shipping costs. I have sent three emails attempting to contact your business regarding this matter, but you have completely failed to respond. It is worth noting that I had contacted you previously with pre-sale questions, and you did respond at that time.After consuming this product, I experienced a severe food poisoning reaction. I wish to return the product for a full refund. However, your instructions for returns and refunds are unclear, and my initial request for a refund was rejected.I am now unsure how to proceed.I am a buyer from mainland ***** and request that you contact me in Chinese as soon as possible to resolve this. My Chinese zip code is ******. I am using AI translator to conact you.Business Response
Date: 05/28/2025
Dear Valued Customer,
We are sorry to hear of any issue you had with the product. Accordingly, we have moved forward with a refund for the item. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. There is no need to return the items.
We hope we have helped and wish you the best of health.
Customer Answer
Date: 05/28/2025
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,
Yangxu Lan
Initial Complaint
Date:05/21/2025
Type: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 three items. They were due on May 18th per the website. The 18th suddenly turned into the 19th and still, I had no carrier information and was provided a fake carrier tracking number. It's a number that does not correlate to any business. Then the fake tracking showed it was to arrive on the 20th of May. Never showed up. Then the 21st. Never showed up. They have no email address or phone number and customers can only contact through their website. I requested a refund for the items I did not receive and were never shipped from ** to **. They wrote me via email and denied my request. Completely unacceptable. They owe me a full refund for products I did not receive. Had to get my credit card company involved. Never received the item, they have no email address nor phone number. Extremely sketchy.Business Response
Date: 05/21/2025
Dear Valued Customer,
We sincerely apologize for this experience and have moved forward with a full refund. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.Should your order be delivered at a later date, please consider it complimentary for your trouble. Our teams are investigating what may have occurred to cause this issue.
Please don't hesitate to contact our Customer Support team should you have any further questions or concerns and we wish you the best of health.
Initial Complaint
Date:05/20/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Placed this order on May 11, 2025.Received two notifications from iherb that my order could not be delivered because of wrong info I gave regarding my mailing/delivery instructions I GAVE TOTALLY CORRECT INSTRUCTIONS!A photo was sent to me of my package with CORRECT delivery address. I have NO restrictions on any deliveries to my address. Iherb clams it is my fault that my package could not be delivered and responded to me that I can not have a refund and to contact the delivery system they use.I tried that and I keep getting a message that my request can not be ************ NOT ORDER FROM IHERB!!!!My order is #*********. Zero human contact exists, full of wrong info, any messages you try to send through "chats", you get a "message can not be sent" notification.Come on IHerb!Business Response
Date: 05/21/2025
Dear Valued Customer,
We are sorry to hear of any issues with receiving your order. After investigating this, we can see that our agent escalated this to our *************************** to work with the carrier to deliver your order. They are actively working to ensure your delivery is successful. In the meantime, we also suggest contacting the carrier directly for any questions. If you do not receive your order by, 5/22/2025, please don't hesitate to contact our Customer Support team again for further assistance.
Customer Answer
Date: 05/21/2025
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:05/19/2025
Type: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 date: 04/24/2025 Order amount: ****** *********** sent dietary supplements. I have the vitamins. I decided to return them. But the company stopped responding to me. I want my money back.Business Response
Date: 05/19/2025
Dear Valued Customer,
Thank you for providing the order number along with your complaint. After looking into this matter further, we see that our Customer Support team is already assisting you. We recommend complying with all requests and decisions they make.
They will continue to help you.
Thank you for your patience and understanding.
Initial Complaint
Date:05/15/2025
Type: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.
It is impossible to use their website .Business Response
Date: 05/15/2025
Dear Valued Customer,
We would love to learn more about your specific experience which led to your dissatisfaction. May you please provide further information as we are always working to enhance every aspect of our operations.
We hope to hear from you soon.
Initial Complaint
Date:05/15/2025
Type: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 ordered ******* Omega 3 supplement and they sent me the wrong product. They sent me Collagen with vitamin C by California Gold Nutrition instead. I have scleroderma which I produces too much collagen and I would never order. Company will not refund unless I take photo of shipping label which I always rip off and throw away before I throw in recycling. They have my order number and pictures of everything else. They stole from me and I want my refund.Business Response
Date: 05/15/2025
Dear Valued Customer,
We are sorry to hear of this poor experience and we have moved forward with a refund. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.Our teams are always working to enhance every aspect of our operations to prevent mistakes like this from happening. We take every incident seriously and will continue our efforts.
Please don't hesitate to contact our Customer Support team should you have any further questions or concerns and we wish you the best of health.
Customer Answer
Date: 05/15/2025
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,
****** *******
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