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:08/21/2024

  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.

  I have been ordering from this company for a decade now . Despite some unnerving instances, I have given them the benefit of doubt for the longest time being a loyal customer and as someone who does multiple orders every month .However I don't think anyone wants to be left feeling shortchanged and disturbed as a result. I order from ***** and everytime there has been a damaged shipment as reported by their local logistics senior management - they take weeks to conclude the issue , merely stating that the global logistics team is yet to respond. What a shame that in a technologically advanced ecosystem where communication and data is integrated and automated - does one need weeks to conclude flaws and lapses that have happened at their end . What have I done as a customer to be left high and dry , to not know where I stand with the order placed , to not know when I am going to recieve my replacement. Despite the inconvenience already caused , their customer service antagonises us further with their lack of accountability, empathy and commitment. While I type I am still awaiting a resolution from them with respect to a defective shipment ********* amount paid Rs 5953 inr

  

  Business Response

  Date: 08/21/2024

  Dear Valued Customer,

  
  We are sorry for this experience and appreciate your patience while we investigated this further. We have moved forward with a refund for your order. Please allow 7-10 business days for the funds to appear back in the financial account associate with payment. Again, we apologize for this matter.

  Our teams are focused on constant enhancement in all areas of operations and this is no different. This incident has been escalated to the appropriate teams for awareness and for enhancement purposes.

  Your decision to shop with us is never taken for granted and we hope this shows it. Please don't hesitate to contact our Customer Support team further should you have any questions or concerns and we wish you the best of health.

  Customer Answer

  Date: 08/22/2024

  
  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:08/07/2024

  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 # ********* My order shows delivered but i never received anything. I have received no help this is very frustrating experience.

  

  Business Response

  Date: 08/08/2024

  Dear Valued Customer,

  We are sorry to hear of this and are glad to help. We have moved forward with a refund for this order and kindly request that you please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. In the meantime, we also recommend contacting the carrier to let them know about this issue. They may have made a mistake on their end and may still have your package.

  Should your order be delivered at a later date, please consider it complimentary for your trouble. Please don't hesitate to contact our Customer Support team should you have any further questions and we wish you the best of health.

  Customer Answer

  Date: 08/09/2024

  
  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:08/06/2024

  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 keep receiving package after package from iHerb that I never ordered. I dont have an account and never even looked at the site before trying to remedy the situation. There is no way of contacting them via phone and do not want to open an account just to talk with someone for fear they will try to charge me for products I never ordered. There isnt any shipping information or invoices.

  

  Business Response

  Date: 08/07/2024

  Dear Valued Customer,

  We regret to hear of this and want to help. However, we need further information. Please go to our Customer Support page and select 'Write a message'. Please provide all the information required and attach clear photos of the package label. You do not need to have an account to do this. This should help us further investigate the matter.

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

• Initial Complaint

  Date:08/05/2024

  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 placed an order with I Herb 07/02/2024.. They have processed my debit card, they have failed to send an order confirmation and tracking number of my purchase, replied with a genetic email asking me for more personal information, which was supplied @ initial purchase and checkout, I'm seeking a refund for the full amount of purchase. I believe the company is scamming people out of there hard earned money, with these business practices if wanting more information.

  

  Business Response

  Date: 08/05/2024

  Dear Valued Customer,

  We'd love to help but the email and phone number provided along with this review do not have any registered order in our system. Did you place the order under another email or did you login to place the order using a ****** account or ********* If not, what card type did you use for the order (VISA,Master *********************** etc.) and what were the last 4 digits used?

  The more information we have, the better we are able to assist you. We are standing by to help and hope to hear back from you soon.

• Initial Complaint

  Date:07/27/2024

  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 have made and order on July 14th ( order number *********). The total amount of the order was total 1564,6,7 BRL. I had 16,28BRL of rewards and have to pay the difference of 1548,39 BRL ( I paid by a slip payment attached generate by the iherb.com website). I paid on July 17th but iherb did not confirmed the payment and did not proceed with the shipment of my order. I sent several messages with the receipts of payment and also the receipt and ID transaction sent by the bank of payment. But Iherb did not solve my issue and cancelled my order on July 26th. So they cancelled my order and did not sent me a refund! I sent again several messages and they did not solve the matter. ,I would like my refund asap

  

  Business Response

  Date: 07/29/2024

  Dear Valued Customer,

  We are sorry to hear of this issue and want to help. In order for us to do so, we recommend contacting our Customer Support team who is standing by to assist you further. Simply go to our Customer Service page and select 'Write a message'. Include all the pertinent information and an agent will respond in just a few hours.

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

  Customer Answer

  Date: 07/29/2024

  I have sent several messages at the custom services. More than 10 messages with the payment receipt.. No proper answer. Just robotic answer. They do not solve my problem and cancelled my order. Do not send the product and did not sent me a refund.

  

  Business Response

  Date: 07/30/2024

  Dear Valued Customer,

  Please be advised, sending multiple messages with only serve to confuse our agents and hinder their ability to effectively assist you. We suggest after sending an initial message, waiting for an agent response. They are standing by to help and hope to hear from you soon. If you have already reached out to them again, we kindly suggest waiting for them to investigate further prior to responding.

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

  Customer Answer

  Date: 07/30/2024

  As a consumer, I was harmed because I paid and did not receive the order. This is already 14 days since my payment. In addition to not receiving the order, I can't get an appropriate answer about what is happennig and how it will be resolved. 

  
  The Iherb system failed. It wasn't my mistake, it was Iherb's. I sent the payment receipt and ID transaction.

  The solution must be faster. This delay is causing me great emotional distress and in addition your agents in each message ask for 48 hours to resolve and it has already been 14 days.

  I sent several messages but always responding to messages from your agents (who always ask me for patience and another 48 hours to resolve). I want a solution and compensation.

  Regards

• Initial Complaint

  Date:07/24/2024

  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 have not received order ********* and was told I would receive of a resolution of a refund. Please issue my refund of $199.39 for my missing parcel

  

  Business Response

  Date: 07/25/2024

  Dear Valued Customer,

  We never want anyone to experience a case of failed or wrong delivery and sincerely apologize. Accordingly, we have moved forward with a refund for your order. Please allow 7-10 business days for the funds to appear back in the financial account associated with payment.

  This incident is being brought to the attention of the proper teams for awareness and root cause resolution. Although it is unclear what occurred with the carrier, we hope this refund shows how much we value your decision to shop with us.

  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:07/23/2024

  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 June 16th, ******************************* the amount of ***** from iHerb.com, the official website of this business.The gift card does not work when you apply it to your balance at check out. It malfunctions and gives you an error message.The phone number provided for the gift card customer service center claims they do not deal with gift cards any longer and was not able to give me another phone number. There is a customer service e-mail address that the recipient of the card but this did nothing to resolve the issue.

  

  Business Response

  Date: 07/24/2024

  Dear Valued Customer,

  We are sorry to hear of this issue and would like to help. Are you trying to purchase items to ship to a country outside of *****************? The card used to purchase and add value to the gift card, is it a card registered to an address in the U.S., using U.S. currency, and by a bank headquartered in the *************? What error are you seeing? May you please provide a screenshot or video recording of your experience for us to see what may be happening?

  The more we know, the better we are able to assist you. We are standing by to help and hope to hear from you soon.

  Customer Answer

  Date: 07/28/2024

   I have received e-mail correspondence from the business stating that they will be in touch with me shortly regarding the refund they owe me of $75.00.  However, this was July 24th and still no one has contacted me.  This is the Gift Card Support.

  They stated that the details of my inquiry have been forwarded to the appropriate department and have created a ticket for me to track my case.

  However, there was no ticket information given to me in order for me to track anything.  In any event, I have not heard anything from this company.

  This should be a fairly simple and straightforward process.  They owe me 75.00.
  

  

  Business Response

  Date: 07/29/2024

  Dear Valued Customer,

  We are sorry for any inconvenience and promise our teams are working to assist you. You may respond back to the support ticket for a follow-up and one of our trained agents will quickly assist you. 
  
  We are stand standing by to help and hope to hear from you soon.

• Initial Complaint

  Date:07/19/2024

  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.

  Three vitamins/supplements were received melted together in each bottle. I did have an email conversation with "*******" who wanted me to take photos, give him the date of expiration, manufacturer's information, etc.I told him that all he has to do is look at my order and he'll see all the information he needs.He then proceeded to refund me, BUT--The amount of the refund is NOT what I paid. Vitamin A I paid $4.88; he refunded me $4.64 Vitamin D3 I paid $5.21, he refunded me $4.43 and CoQ10 I paid $8.29, he refunded me $7.88.The box was opened within 1/2 HOUR OF WHEN IT WAS DELIVERED.I know it's a small amount of money, but they shorted me $1.43.After being a loyal customer for almost two years, who has spent a LOT of money on their products, I feel that this was wrong to expect me to be satisfied with a lesser amount of refund than what I paid.I opened the bottles and saw that the vitamins and supplement were stuck inside.I want them to refund me THE EXACT AMOUNT I PAID OR SEND THEM TO ME AGAIN AT NO CHARGE.

  

  Business Response

  Date: 07/19/2024

  Dear Valued Customer,

  We are sorry for any confusion and are glad to help. The amount refunded was correct as this is the total amount paid after the discounts were applied to the original price of the items. The total you mentioned you should have paid for each item is before the discounts were added. After the discounts were applied, the refund total is correct.

  We hope we have helped with this concern. Should you have any further questions or concerns, please don't hesitate to contact our Customer Support team who is always standing by to help.

• Initial Complaint

  Date:07/18/2024

  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 ordered vitamins from iHerb on July 11th and was advised my vitamins would be here by July 15th. IHerb used a third party to deliver their vitamins called DHL Commerce. Supposedly my vitamins were delivered July 15th at 11:02 pm. I checked outside as it said my package was delivered outside my door. Long and behold it wasn't there. I checked the picture to see where it had been delivered and all I saw was a grayish black picture which doesn't show where it was delivered. I attempted to reach out to Iherb but they have no customer service number to call so i used the app to mark my package as missing and asked for vitamins to be reshipped out because I never received it. I was advised my request was being reviewed and that it could take 48 hours for a response. We'll my request was denied stating it was delivered and that I needed to look around the neighborhood for it myself..... like who in their right mind would do that when I don't know where to start looking because the picture doesn't give me any information on where to start. IHerb not only took my money but gave me no vitamins. DO NOT ORDER HERE. Your money is not protected.

  

  Business Response

  Date: 07/19/2024

  Dear Valued Customer,

  We never want anyone to have any issues receiving their orders and sincerely apologize for this experience. As a result, we have moved forward with a refund. This was done instead of a reship as we ask you, after the refund, to ensure the correct delivery address information is listed prior to placing another order. Please allow 7-10 business days for the money to appear back in the financial account associated with order payment.

  This incident has also been escalated to the appropriate teams for awareness and corrective actions. Again, we sincerely apologize for this experience. Please don't hesitate to contact our Customer Support team and we hope you decide to shop with us again in the near future.

• Initial Complaint

  Date:07/10/2024

  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.

  Ordered on July 10th 2024 was charged for items that they said are in stock. Currently charged me for those products within minutes after charging me I received an email saying that they didn't have those products but they were willing to give me store credit. I went back on the website and I saw that those products still say in stock but they know that they're not in stock so they're stealing people's money selling items they do not have and not refunding people's money but giving them store credit. Who wants credit to a store that rips people off? I want my money. I don't want credit with a dirty company

  

  Business Response

  Date: 07/18/2024

  Dear Valued Customer, 

  We are sorry for any confusion and want to help. However, we see order number 931188699 with all items shipped. Are we looking at the wrong order? If so, may you please provide the order number and the items which are missing?

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