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:10/17/2024

  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 ordered the wrong type of ********* from IHerb. The product that I ordered is ********* from a fish source and I need ********* that is non-fish source. I have been trying to return the incorrect product for two weeks. There website is glitchy or just dysfunctional. When I click the link to send an email, a webpage pop *** asking me to set up an account. When I included my email address, I keep getting recaptcha errors. I tried there so-called live chat, but there is no live chat. It's a bot. The options to select don't address the issue. IHerb said that it has no phone number and any phone numbers listed for them are a scam. There is another function where you click on a button to prove you are a human only to get error messages. When I click on the button to say what went wrong, it closes before I can even write anything. This is beyond frustrating. I believe the website is intentionally glitchy so customers can get frustrated and just go away. I mistakenly selected the wrong product and was hoping to exchange it. Now, I just want a refund and will never order from IHerb again.

  

  Business Response

  Date: 10/18/2024

  Dear Valued Customer,

  We are sorry for this matter and 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. You may dispose of the unwanted item as you see fit as there is no need to return it. We hope this refund shows how much we care.

  Also, any error you experience was unintentional as we do want to help our customers. We will keep an eye out for other reports of this experience but haven't received those yet. Regardless, we hope we have helped.

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

  Customer Answer

  Date: 10/18/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22435453, 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,
  
  
  
  Karen Mcmillan
  
  
  
   
  

• Initial Complaint

  Date:10/16/2024

  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.

  On July 30, 2024, we placed an online order for Nature's Bounty, Melatonin, Twin Pack, 10 mg. for my husband ***** from iHerb. The subtotal was $22.74 + 5.00 + 1.94 tax = $29.68. I did NOT create an account with this company. You can order as a guest. I prefer to not create an account until I size up a company's credibility. About as quickly as I hit the order button, I realized that my husband needs "quick-release" Melatonin tablets. I immediately tried to cancel the order, but the Chat Bot was not helpful at all. It wanted to know my "account number". There was no account number because I did not create an account. I provided my Order #********* but they conveniently indicated they could not help me without an account number. NOWHERE on their website did I see any restrictions laid out about such a crazy policy! I would never have ordered from them had I known that. It was when I began reading reviews on their site that I saw where others said the company made it nearly impossible to return items. iHerb grabbed my money and expedited the box to my home the next day. I did NOT ask for that. Most companies offer a cancellation policy if you realize a mistake like that and let them know right away! I found a phone #************, but they tell you to go online for customer service. And that creates a convenient "loop" for them because I don't have an "account" with them, they act like they can't help me. The box is sitting here still unopened. I would like to get my money back in exchange for returning this product.

  

  Business Response

  Date: 10/18/2024

  Dear Valued Customer,

  We are happy to assist you and apologize for the experience you reported. Next time, providing an order number should help this situation. Regardless, we have moved forward with providing a refund for this order. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. There is no need to return the product and you may dispose of it as you see fit.

  Please do not hesitate to contact our Customer Support team should you have any further questions. To do so, simply go to our **************** page and select 'Write a message'. After completing the form, a trained agent will respond in a few hours to assist you further.

  We hope we have helped, apologize for any inconvenience, and wish you the best of health!

• Initial Complaint

  Date:10/08/2024

  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.

  Note that this is not a complaint about postal service; it's a complaint about iHerb's response to a re-ship request. I ordered a number of items from iHerb during a recent sale (28% off). iHerb shipped it quickly but the carrier lost the package on Thurs Sept 26; it didnt move after that point and the carrier confirmed by Mon Sept 30 that it was lost, and that iHerb would need to file a claim. I spent the entire following week trying repeatedly to get iHerb to re-ship the package before any items ran out, but I couldnt get any customer service from them; I just received repeated scripted and useless responses. There is no way to contact anyone at the company except via email and then they just send canned responses asking for more time. Every day. When I finally got assistance 11 or 12 days after the package was lost, they ran out of stock of one of the items on the same day that they finally reshipped the order, as Id predicted. They refunded me for the out-of-stock item without contacting me to ask me what I wanted to do I did not want it refunded, I wanted the entire order shipped when the item is back in stock (it says it will be restocked in 2 days). The refund doesnt help me replace it; it was ordered at a discount so I would now have to pay 28% more to re-order it. I will also now need to pay for an additional package to be held at my package receiving facility and probably make an additional trip to the **** from ****** to pick it up. I would like iHerb to provide sufficient store credit to allow me to repurchase the item at the original price and cover my additional package fee, etc. This issue was created by iHerb's delay; all of the items were in stock throughout the entire previous week, when I couldn't get anyone to address the problem and re-ship the order.

  

  Business Response

  Date: 10/17/2024

  Dear Valued Customer,

  We sincerely apologize for this experience and have moved ahead with reshipping the items to you. However, regarding the one item which was out of stock, we suggest contacting our Customer Support team for further help here. To do so, simply go to our **************** page and select 'Write a message'. After doing so, a trained agent will respond shortly to assist you further.

  You should have received a notification regarding the reshipping of the items on a new order. If needing any further assistance, as mentioned above, please don't hesitate to contact us.

  Customer Answer

  Date: 10/18/2024

  I have already emailed customer service twice about this issue.  They have not responded, at all.  That is the why I filed this complaint in the first place.  Your customer service is horrible, literally the worst I've ever encountered.  Note that when my package was lost, I emailed every day asking customer service to re-ship my lost order before they ran out of stock on anything, and they waited over a week before providing any meaningful response or re-shipping my order.  Had they re-shipped promptly, the items were all in stock.  Had they waited an extra day, the item was BACK in stock.  They shipped essentially on the ONLY day that the item was out of stock, and now I cannot repurchase it at the price I paid.  I am literally just asking for an account credit in the amount of $15 - this will cover the difference between the price I paid and the current price, and I can then just re-purchase the item.  

  

  Business Response

  Date: 10/21/2024

  Dear Valued Customer,

  We are glad to assist you further. When placing an order for desired item which was out of stock, simply contact our Customer Support team and ask them to apply this discount. You will then have the price honored. This should resolve the issue! 

  Please note, we provide live chat support during the available posted hours and we also provide a 24/7 email support. Live chat support should assist you in an expedited manner, however.

  Our Customer Support team is standing by to assist you further and we wish you the best of health!

• Initial Complaint

  Date:09/29/2024

  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.

  Hello, I returned part of my order using the shipping label provided. According to the tracking, the goods were delivered to the recipient's warehouse, but the company refused to refund me for some unknown reason.

  

  Business Response

  Date: 09/30/2024

  Dear Valued Customer,

  We are sorry for any issues. We can see that two items were refunded. Was there more you were returning? Which were all the items you were returning? We hope to hear back from you soon so that we may assist you further.

  Customer Answer

  Date: 10/01/2024

  Hello, I received a package, and several items were missing. I reported this, and I was refunded for those items. Later, within the timeframe ive decided to send the rest of the order. However, I have not been refunded for the returned package.
  ????
  

  
  

  

  Business Response

  Date: 10/01/2024

  Dear Valued Customer,

  We are happy to help. Unfortunately, we are unable to provide any reimbursement for items or orders until they have been received, checked, and put back into our inventory system. This may take an undetermined period of time due to several factors. However, if and when we do receive these items in their original condition and have checked them back into our system if applicable, then we may move forward with comepnsation.

  We hope we have cleared up any confusion and wish you the best of health.

  Customer Answer

  Date: 10/22/2024

  Good day! I sent the package with the label I received via email. Im sorry, but its not my problem that they couldnt find the package. Due to the high volume of orders and great deals, they might have mistakenly not refunded me.

  though at first they agreed they received the package 

  
  

• Initial Complaint

  Date:09/26/2024

  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 trying to contact this company for help with a damaged order but they make it very difficult to contact them. I dont have an account. I ordered as a guest. They are denying my refund but give me no reason for it. Im not digging through a box of broken glass and risk cutting myself to take more detailed photos and I shouldnt have to. Im glad iherb is doing well but the goof service they once had seems long gone. Here is their replies to me , attached. I just want a refund and an apology.

  

  Business Response

  Date: 09/26/2024

  Dear Valued Customer,

  We are sorry that you received damaged items and have moved forward with a refund for the items damaged in the photo. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.

  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: 09/27/2024

  ******** is acting like a jerk. You are not above the law.  The chia is also damaged. I can send another picture if needed

   

  the stevia is missing from the bow completely.   It weighs thr same amount as paper so please dont tell me it was in the box. Its not

   

  i looked all through the box and found I cut my hands with the broken glass.  
  

  I am due a full refund,  no less. I look forward to your reply. 

  

  Business Response

  Date: 09/30/2024

  Dear Valued Customer,

  We are sorry for any issues and have moved forward with a refund for the rest of your items. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. Our teams are investigating to see what may have occurred with your order and we apologize for any inconvenience. 

  If needing any help, please contact our Customer Support team who is always standing by to help.

• Initial Complaint

  Date:09/23/2024

  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 never received my order. I have tried to call numerous times and they have no option for customer service. I ordered in the past from them and received my order.

  

  Business Response

  Date: 09/24/2024

  Dear Valued Customer,

  We are sorry to hear of any issues and thank you providing the email associated with the iHerb account so we may reference your order. After looking into it, the carrier is claiming they delivered your order. Have you not received it? 

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

• Initial Complaint

  Date:09/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to start this off by saying I have been a loyal customer of ********************** for a few years, never having any trouble in the past- Ordering and delivery a seamless process, free delivery for orders over $25. So I was always willing to work with them and give them the benefit of the doubt if there was a snag. However, that has all changed within the last 6 months as not only have they increased the free delivery to $35 minimum spend but the service has become non existent. I made a purchase with Iherb on August 28th ************************************************************************************** 2-3 days. By day 5 I still had not received my order, and it showed it was still at the warehouse. (Previous to this I had placed an order with them as a guest, and my order cancelled with no communication about it, so after a week or so passed and no order arrived, I contacted them only to find out they had cancelled my order unbeknownst to me. So this current issue was just another example of the lack of service they are providing). Iherb was going to reissue the current order to reship to me, and then a day or so later I received my order with each of the 3 items I ordered, completely damaged. The packages of each product looked like they had been poorly handled, smashed in, and tampered with. Iherb then refused to offer me a full refund for my $35.92, without first demanding I spend more of my hard earned money and valuable time, to send back their defective mishandled products! I sent several emails and told them I would never have bought the products like that in the store if I had the choice, they didn't care.I sent them pictures, they are well aware of how the items looked like when I received the ************ I said it wouldn't be a big deal, but I feel this company has charged more to offer less, and will keep doing it to customers, which is a shame.I am asking for a fair complete refund and for this company to implement better practices.

  

  Business Response

  Date: 09/23/2024

  Dear Valued Customer,

  We never want anyone to have the experience you reported and 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. Please note, if you have open up any disputes with your bank or card issuer, this will actually prevent the refund from processing. If you have done this, we kindly suggest you please close the dispute.

  Please don't hesitate to contact our Customer Support team should you have any further questions and we wish you the best of health.

• Initial Complaint

  Date:09/18/2024

  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.

  Placed on August 24, 2024 Order #********* $115.98 I have contacted you several times & get ignored.The whole order was a nightmare.**** butter was rancid growing white mold the shampoo was melted/leaky. Hand cream jar was open & leaking. All makeup made in ****** not disclosed on website.The whole order is not usable. Please refund. Thank you

  

  Business Response

  Date: 09/18/2024

  Dear Valued Customer,

  We never want anyone to have this experience and apologize for this. The order has been refunded and we kindly request that you allow 7-10 business days for the funds to appear back in the financial account associated with order payment. Should you have any further questions or concerns, please don't hesitate to contact our Customer Support team.

  We hope this refund shows how much we care and that you decide to give us another chance in the future.

  Customer Answer

  Date: 09/20/2024

  
  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:09/15/2024

  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.

  Hi ordered three same items from iHerb and never received the products. *** Delivery shows the products still in ************. I ordered the items on August 21 and paid with my credit card. I cannot reach iHerb by phone. There is no phone number on their website. I emailed them and received no response. I would like a full refund.

  

  Business Response

  Date: 09/16/2024

  Dear Valued Customer,

  We are sorry about this experience and never want anyone to have issues receiving their orders. Accordingly, we have moved forward with providing a refund for your order. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. It appears the carrier is working to deliver your order but mentioned in their tracking that, due to transit issues unforeseen, your order will be delivered late. Your orders tracking information may be found here: ****************************************************************************************** .

  You may also contact the local carrier to find out more. When your order is delivered, please consider it complimentary for your trouble. Due to the expanding scope of our global business, it is more efficient to only provide Customer Support either by live chat (during the available posted hours), 24/7 email support, or through our Virtual Assistant. To take advantage of any of these Customer Support options, please go to our **************** page.

  We hope we have helped and, again, apologize for any issues. Our Customer Support team is standing by to help further if needed and we wish you the best of health.

• Initial Complaint

  Date:08/28/2024

  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 made several orders on iherb site with values credit card belonged to me. Apparently for one payment Iherb didn't get confirmation from credit company ****** due to communication glitch. As a result my account were blocked for all king of payments including ****** and ****** pay despite that all payments are approved by credit company and all attempts turn for customer support resulted with nothing. The situation is absolutely ridiculous and extremely annoying. So called customer supporting proposed no solution but to ask credit company for authorization number for certain order. I did it twice but they said that the numbers I provided didn't match to their records. No other way of verification - of what? Was proposed.

  

  Business Response

  Date: 08/29/2024

  Dear Valued Customer,

  We are sorry to hear of any issues. A prompt was sent to you to update/verify your payment method for your order. Please follow the instructions in the email so that your order doesn't get cancelled. Account security, customer safety, and privacy are our highest concerns and this allows us to keep customers safe. We appreciate your understanding.

   

  If we have misunderstood the nature of this complaint, we look forward to your response which may help clear up any confusion.

  Customer Answer

  Date: 08/29/2024

  I didn't get any mail from the iherb and they auto reject any orders from be by any payment means including ****** two different cards, ****** and ****** Pay. The whole issue in entirely ridiculous and don't have any logical explanation how a security concern over a single payment fail due to a communication glitch lead to blocking off all possible means of  payments? 

   

  In any case I didn't get any mails from iherb following this complain.  

  

  Business Response

  Date: 08/29/2024

  Dear Valued Customer,

  A prompt was sent to you to update/verify your payment method for your order. Account security, customer safety, and privacy are our highest concerns and this allows us to keep customers safe. Such practices are the front line of defense again bad actors or other fraudulent activity. We kindly request your understanding in this.

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