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:06/25/2024

  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.

  ********* Im filing complaint because I returned all the items using 5 return labels provided by iherb customer service. I was told they need approval from warehouse even when I returned all the items and it was received by iherb on 6/19 *******

  

  Business Response

  Date: 06/26/2024

  Dear Valued Customer,

  We apologize for any confusion and are glad to assist you. As of 6/26/2024, we have received items and refunded items totaling $2,212.20 USD. Once the other items are received back into our inventory system if returned, we will process the remaining balance. If received, we will move forward with the rest. We hope we have helped and, should you have any further questions, please contact our Customer Support team directly who will be equipped to assist you further.

• Initial Complaint

  Date:06/14/2024

  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 had ordered "East African **** Butter" from iHerb. I was then delivered the wrong product; what I received was "Organic **** Butter". I had asked for a refund if possible. They told me to keep the product and that I would receive a full refund back to my original form of payment. On June 7th, I only received $0.44 as my refund. I let a week go by to see if the rest would appear, never happened. I contact iHerb today, June 14th, inquiring why I had not received the rest of the refund. I was then told the rest of the money was given back to me as store credit, something I never agreed to when I was asked how I wanted the money back during the initial refund request. iHerb then went on to say I was given the money back in store credit because I "did" receive the right product, it's just a newer version. That is ridiculous. The product I received is NOT what was advertised. The picture on the e-mail invoice CLEARLY shows I ordered East African **** Butter. I had purchased it once earlier this year from them with no problem. They also mentioned that the initial refund was canceled, but I had NEVER received an email or anything about that. I just want my full refund back.

  

  Business Response

  Date: 06/14/2024

  Dear Valued Customer,

  We are sorry for the labeling update the manufacturer made to the product. After contacting the manufacturer, we can verify the product simply received a label update. However, the courtesy refund was provided as store credit to use on your next order which iHerb reserves the right to do. This is available for use immediately and will be applied during checkout automatically. Please be advised, store credit expires is left unused after 60 days.

  We are working with our teams to update the product page to reflect the new labeling and this should be updated soon. We apologize for this confusion and wish you the best of health.

  Customer Answer

  Date: 06/14/2024

  Im not entirely sure how this is simply a label change if the butter inside the jar is COMPLETELY different from the East African **** Butter I purchased from iHerb before. Im not entirely sure why Im not receiving a full refund to my original payment after being told I was, with proof at that. Yet, behind the scenes, iHerb canceled my refund with no follow up email. Im also not entirely sure why Im not receiving a full refund after showing proof of what I ordered, and not getting that item. I do not want store credit, I would like a full refund to my original form of payment.

• Initial Complaint

  Date:06/11/2024

  Type:Sales and Advertising 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.

  The multivitamins are defective and smell bad which we believe is because they are close to expiry dates. I have attached the letter I wrote to their management but havent received any response.

  

  Business Response

  Date: 06/12/2024

  Dear Valued Customer,

  We regret to hear of any issues and want to investigate further. However, in order for us to do so, we need the order number. May you please provide that to us? Once provided, we can expedite this matter in an effort to help.

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

• Initial Complaint

  Date:06/11/2024

  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 iHerb over a month ago and have yet to receive my package. I have contacted iHerb customer service multiple times but have not received any clear response or solution.Herb and Pasport Global, who manage the shipment, have indicated that Correos Chile is responsible for the package. However, Correos Chile has also been unable to provide a solution. I am extremely frustrated with the lack of responsibility and action from all the companies involved.I demand an immediate response and a definitive solution for the delivery of my package. It is unacceptable that after so much time, no one has taken responsibility for resolving this issue.

  

  Business Response

  Date: 06/12/2024

  Dear Valued Customer,
  
  We are sorry to hear about this issue and have issued a refund for your order. Please allow 7-10 business days for funds to reappear in the financial account associated with your order payment. If your order is delivered at a later date, consider it a courtesy for your trouble.
  
  Please feel free to contact our customer service team if you have any further questions and we wish you the best of health.

• Initial Complaint

  Date:06/05/2024

  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 am not able to reach iHerb and the corporate number will not let you talk to anyone in corporate. iHerb is passing the buck for me to talk to Lasership stating my address is incorrect, it is not and they explain nothing. Lasership is passing the buck for me to talk to iHerb and they are saying nothing either. Tracking number for Lasership states it is not correct and there is no one to talk to about this. iHerb took my money and they need to fix this problem as my address is correct, I did not choose Lasership for the delivery and everyone is passing the buck to me and not really giving me any information. I WILL NEVER ORDER FROM IHERB AGAIN and if they do not fix this, or give me a refund, I will file fraud charges with my CC company. I am in a locked complex, intercom is by the door, you press apartment 217, it dials my phone and I let you in, not rocket science people!

  

  Business Response

  Date: 06/06/2024

  Dear Valued Customer,

  We never want anyone to have issues receiving their order from us. Although the last day for delivery is 6/6/2024, we have moved forward with 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.

  Should the carrier deliver your order, please consider it complimentary for your trouble. We monitor the performance of our shipping partners and this incident has been escalated to our Global Logistics team for awareness.

  We hope this refund shows how much we care and that you decide to give us another chance in the future. Please do not hesitate to contact our Customer Support team should you have any further questions and we wish you the best of health.

• Initial Complaint

  Date:06/05/2024

  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.

  Order #********* iHerb customer care decided to neglect me after 2 days. I contacted them on live chat because my package was shipped with a random carrier, marked delivered but not received, not even by my neighbors whom I had to knock their doors on. I reached out on June 3rd and I was informed that someone would get back to me within the next day either to find my package or assist further but they never did. I tried to get into the live chat again but the bot just would never let me through to a real agent.At this point, I no longer want those vitamins and iHerb can reimburse me back to my original payment method for the entire order.

  

  Business Response

  Date: 06/06/2024

  Dear Valued Customer,

  We regret to hear of this and are glad to investigate this matter further. The carrier has provided proof of delivery for this order. Also, we see that there are multiple linked accounts with the same issue. Due to activity which causes concern, we will not be moving forward with any compensation and this decision is final.

  We wish you the best of health.

• Initial Complaint

  Date:06/02/2024

  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.

  This is to make a complaint against Iherb, an online store that sells vitamins. Last March 2, 2024. I purchased some vitamins thru them with Order Number: ********* amounting to ******** pesos. They gave me a Sales Invoice but I contacted them requesting for an Official Receipt so that I may be able to reimburse to to my medical allowance at work. hey refused to provide me with an official receipt, which prevented me from being able to reimburse my medical allowance because it had a time limit.

  

  Business Response

  Date: 06/03/2024

  Dear Valued Customer,

  We are sorry for any inconvenience. Please be advised that iHerb provides an order invoice and does not provide any other documentation nor medical documentation. We always encourage customers to consult with customs and their physicians prior to purchasing any products. Unfortunately, we have no insight into unique insurance policies and procedures and recommend consulting with the responsible parties prior to placing any order.

  We are sorry for any inconvenience and wish you the best of health.

  Customer Answer

  Date: 06/04/2024

  I do not accept this response, I am just asking for an official receipt but you failed to do it because you refused without any explanation why.  You may be an American base company but you are sending goods in our country which under by law, refusing to provide an official receipt is illegal. 

  

  Business Response

  Date: 06/05/2024

  Dear Valued Customer,

  As mentioned prior, providing documents for health claims is not required nor supported by us and many, if not most, eCommerce companies. We wish we could help but are unable to do so. 

  We wish you the best of health.

• Initial Complaint

  Date:05/23/2024

  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 placed an order with this company on May 15, 2024, for Source Naturals Magnesium Malate 1250 mg. They sent me a bottle of the product that is 3750 mg, not the 1250 mg I ordered from their website and it was shipped from their ******, ****** ***** location. I have tried several times to get them to send me the item I ordered and paid for. On May 22nd, they emailed me that I had " received the correct product as the suggested use is to take 3 Tablets which in total would be 3750 mg." First of all, I did NOT receive the correct product I ordered and second is if I took 3 Tablets of what I received, it would total more than ****** mg!!! Even after sending photos of tha product and it's barcode back to them, they refuse to correct their error. This company needs to stand by their integrity and satisfy the customer, instead of falsely claiming they are correct. The email was sent to me by "***", a iHerb team member. I want this post shared to their BBB rating site to warn other customers of their business practices.

  

  Business Response

  Date: 05/23/2024

  Dear Valued Customer,

  We are sorry to hear of any issues and want to review any previous decision made by our Customer Support team. However, the email provide with this review only shows an order from 2019. Do you have the recent order number to share with us so we could reference the matter?

  Once received, we will gladly expedite this matter in an effort to help you as much as possible. We hope to hear from you soon and are standing by to help.

  Customer Answer

  Date: 05/29/2024

  ***...Your response through the BBB is not accurate. It states the last contact with this email as 2019 when in fact it was May15-May 22,2024. My order # is 2000118-68120113, dated May 15, 2024. My preferred OPTION is to receive the correct item I ordered , 1200 mg , 360 Tablets of Source Naturals Magnesium Malate. Why is this so difficult for you?

  

  Business Response

  Date: 05/29/2024

  Dear Valued Customer,

  Was it under a different email associated under a different account? Please be advised, that is not an iHerb order number nor is the format of our order numbers. Did you purchase directly from iHerb.com or our official iHerb app?

  If having purchased a product through **************** or another platform, they are the ones best suited to resolve any issue for you as they sold the product, not iHerb.

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

• Initial Complaint

  Date:05/20/2024

  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.

  Referencing order #********* on 4/21/2024 I ordered 3 bottles of Nature's Truth Magnesium Glycinate 665mg 60 count as pictured on their website. What I received were 3 bottles of Nature's Truth Mag. Gly. 200mg 60 count. I would have to take more than 3 of these to equal what I originally ordered. When I emailed the company about the issue they were responsive within 24 hours, said they'd look into it, then on 4/26 they agreed to issue me a refund because the product was not what I ordered. I received my bank statement and the credit for $28.23 was not on there. I emailed Iherb on 5/17 and received a reply 5/19 that their policy is to issue a store credit. They did not ever tell me that and I do not want a store credit as I do not want to deal with this company again. It is their error and I should be compensated for my method of payment- a credit to my bank card. I have saved all email correspondence that I can forward if needed and hopefully uploaded clear images of what I was sent and what I ordered from their site-which are 2 different products.

• Initial Complaint

  Date:05/15/2024

  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.

  Purchased products on April 16, 2024 on iherb website. The products were not delivered. The tracking showed that the package was delivered to the wrong province. All attempts to get their attention to the issue resulted in their generic reply "according to tracking/carrier you package is ready for pick up." Filled out a form on their website to get a refund but they denied the refund. Last time checked the tracking, the package was still sitting in the wrong province. Contacted the carrier, but they require that the shipper contacts them to correct the address but the shipper (iherb) advises that I should contact the carrier in their bot-generated replies. On their website they claim that they have 24/7 customer service via e-mail or chat but all email correspondence is with a bot and the chat is only with a bot who cannot solve any problems.

  

  Business Response

  Date: 05/16/2024

  Dear Valued Customer,

  We sincerely apologize for this frustrating experience and have moved forward with 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. We have escalated the support you received to the appropriate teams as well for awareness, training, and corrective action purposes. Again, we sincerely apologize for this.

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

  Customer Answer

  Date: 05/17/2024

  
  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. In its reply to BBB, iherb promised to give me the refund. Please refund the money to the original form of payment. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If iherb will not refund the money, I will complain again. 
  
  Regards,
  
  *************************