Complaints

This profile includes complaints for Vitacost.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Vitacost.com, Inc.

  4700 Exchange Ct STE 200 Boca Raton, FL 33431-4450

  
• 

  Vitacost.Com, Inc.

  840 Pilot Rd STE B Las Vegas, NV 89119-3783

• 

  Vitacost.com, Inc.

  5400 Broken Sound Blvd., NW, #500 Boca Raton, FL 33487-3522

  

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:04/04/2023

  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 (order # ********* ) on March 31, 2023 with a total order charge of$52.13 and I approved that amount on PayPal (PayPal Transaction ********************** for $52.13). On April 1, 2023, I received an email from PayPal saying You approved an order to Vitacost.com on March 31, 2023 for $52.13 USD. Vitacost.com has updated the total amount of your transaction. Your new total is $52.63 USD". Vitacost cannot legally charge me more than what I approved when I placed the order (I will be contacting PayPal also regarding this matter and also contacting my credit card company that was charged). I realize the increased charge was only 50-cents, but Vitacost cannot legally charge me more on a credit card that what I agreed to pay. Besides being illegal, that is shady business practice and I would expect better from ****** that owns Vitacost. And it is my 50-cents which Vitacost has no right to regardless of the small amount. Do that sneaky business practice to lots of customers and that is big money for Kroger-VitaCost. I want my 50-cents refunded with an apology sent to my personal email. If I do not hear back from Kroger-Vitacost, I will be contacting the Palm Beach County District Attorney to investigate because like I said although this is a small, small amount, it probably is being done to lots of customers.

  

  Business Response

  Date: 05/02/2023

  Thank you for contacting Vitacost. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our **************** team for review. Once reviewed, we will follow-up with you on this matter.

  Thank you, 

  Vitacost.com

  
  

  Customer Answer

  Date: 05/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/03/2023

  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've experienced more times than I can count with Vitacost incorrect items being sent to me. I have contacted their executive team and **************** for help and received no response. I have been a customer for years. However, over and over again my orders arrive incorrectly. My last order was wrong and yesterday I received another incorrect order. I ordered Chia seeds but received Brazil nuts instead. I understand that mistakes happen but it is alarming that there would be this many mistakes. This is extremely inconvenient for me because I have to take the time to report it and wait for the correct item. Beyond that I have to answer a series of questions, take photos and send and wait for the funds to be returned back to my credit card. Being the number of times this has happened and they apparently refuse to help me in getting their most recent mistake corrected the only way I can figure to get a response is to file a BBB complaint. Order # *********

  

  Business Response

  Date: 05/02/2023

  Thank you for contacting Vitacost. I am in receipt of your concern that you sent through the BBB.  We truly apologize to the customer for any inconvenience this may have caused.  Your comments have been shared with our internal management team for review so, the issue can be addressed accordingly in order to improve future shopping experiences.  A refund was submitted back to the customer's original form of payment on 4/4/23.  We apologize for any frustration this matter may have caused. 

  Thank you, 

  Vitacost.com

  Customer Answer

  Date: 05/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/31/2023

  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.

  Have had repeated damaged orders.All employees can do is offer suggestions to packing/shipping.Upper management has insulated themselves from customers and anyone customers can contact, making easily solved problems in packing/shipping impossible to fix.

  

  Business Response

  Date: 05/01/2023

  Thank you for contacting Vitacost. I am in receipt of your concern that you sent through the BBB. This matter has been escalated to our internal management teams to ensure that we are implementing best practices to ensure the orders are delivered without damages.  I have forwarded your comments to our **************** team for review. Once reviewed, we will follow-up with you on this matter.

  Thank you, 

  Vitacost.com

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19878837
  
  I am rejecting this response because: No time frame was given, no contact info was provided.
  
  Sincerely,
  
  ****** Oxford

  

  Business Response

  Date: 05/08/2023

  The customer information has been forwarded to our **************** team for review and contact.  We apologize for the delay and appreciate your patience in this matter.

  Thank you, 

  Vitacost.com

• Initial Complaint

  Date:03/30/2023

  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'm having trouble logging into my yahoo address that vitacost has which ******************* so we're going let use my wife's email which I also gave to ***** a supervisor pm their chat line today We made an order on Feb 15 and we made one on March 25 and we always pay the extra and choose **** priority mail for the shipping selection at checkout. My son has PTSD andxstayszwith me so its important he knows who coming and when so he can be outside of apt before the mail man comes that's the protocol we have with him that why we pay the extra and select it. We stay in a crime filled city and a few weeks ago they broke into the mail area our debit card and a stole those and ran off about 15k in cash and 5k in fraudulant credit card charges. Also we are dealing people walking by with weapons so it's important we know who's coming and of my son even sees stranger he don't know on our stairs he will yell at them to leave if they keep coming up then they could see potentially what a former sniper can do when they don't comply so you see when companies go wrong like vitacost has done with my last 2 orders where I have to take the day off from because our orders end up being assigned to this,contracted company vitacost uses to deliver called Evho then we a problem. Along with charging the extra at checkout and not allowing our packages to be sent by **** this causes alot of emotional distress and loss of income for me losing 2 days of work plus investing time on chat to warn that company Eho not to our residence when the Feb order they assured ** they wouldn't come and still they came up and then were asked to leave by me as I had to yell at the foreigner to leave and he took the package and had the odacity to mark the package as delivered when we have him on security video showing that experience. So we lose the sale promotion and I have to be home with my son so to make sure the bearded guy from that company that looks like a terrorist in the video is mistaken by my son.

  

  Business Response

  Date: 05/02/2023

  Thank you for contacting Vitacost. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customers concern with the assistance of the BBB.  Please accept our sincerest apologies for your experience.  We are committed to providing you with the best experience possible.  Your comments provide ** the opportunity to evaluate and address this matter.  Your comments were forwarded to our internal management team for review so, the issue can be addressed accordingly in order to improve future shopping experiences.  Please use promotion code SCMJCDXWN for 15% off next on-line purchase.   We truly apologize for the inconvenience. 
  
  Thank you,
  
  Vitacost.com

• Initial Complaint

  Date:03/23/2023

  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.

  On 3/18/2023, I placed an order in the amount of $128.65 (order# *********) and received an order confirmation e-mail.On 3/21/2023, I received an email with the subject line of "Verify" asking me to provide them with my "name as it appears on the credit card, full billing address, shipping address, daytime telephone number, the last four digits of the card, the expiration date and the order amount to verify the order....Once the order is verified, it will be released for shipping. Please note that you have three (3) business days to respond from today..." The e-mail also stated that "Orders may be prolonged and/or canceled due to no reply or verification on the orders.". Initially, I thought this was a scam attempt so I contacted their LIVE CHAT to confirm this was a legitimate e-mail from VitaCost. Livechat rep named "Precious" said the e-mail was indeed sent by ********. I asked if it was safe to provide this information over the e-mail, and she said it is so I replied to the e-mail with the required information THE SAME DAY.On 3/23/2023, they sent an email, informing me that the order has been cancelled, and the reason they gave is "Reason for Cancellation: Canceled Aged Order > 5 Days on Hold."Vitacost cancelled the order - after making me wait for days - after I verified the order the same day they sent the email - after Vitacost has already charged me for the order on the day that I placed the order.Refund my money!!! Delete my card information from your system!!! If I EVER get unauthorized charges on my card, the matter will go beyond BBB.I will NEVER buy from this company again and will others not to as well!!!

  

  Business Response

  Date: 05/01/2023

  Thank you for contacting Vitacost. I am in receipt of your concern directed to the Better Business Bureau. Please accept our sincerest apologies for your experience. Upon further review, no charges were assessed to the customer's account.  We truly apologize for any inconvenience this may have caused. 

  
  Regards, 
  Viatcost.com

• Initial Complaint

  Date:03/21/2023

  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 purchased items from vitacost.com on Feb 6, (Order ********) that were unsatisfactory so I requested a refund within their 60 return window. The order comments show "All items in the order have been refunded or replaced" so after not seeing a credit back on my bank statement I contacted them and was told they're not accepting returns regardless of what their policy says. Am currently awaiting further instructions from my bank if not resolved soon.

  

  Business Response

  Date: 05/02/2023

  Thank you for contacting Vitacost. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customers concern with the assistance of the BBB.  Please accept our sincerest apologies for your experience.   The refund has been submitted for the order.  Please allow 3-5 business days to show back to the customer's original form of payment.

  Thank you, 

  Vitacost.com

  Customer Answer

  Date: 05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  T

• Initial Complaint

  Date:03/20/2023

  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 March 17th, 2023, I placed an order, #********* with Vitacost.com. The same day, the funds were deducted from my bank account. On March 18th, the funds were credited back to my account. I did not know this until I checked my account on March 20th at which time I contacted Vitacost customer service via chat to see when my order was going to ship and ask them why the funds were credited back to my account. The representative told me my order had been cancelled due to a requested verification of payment. I never received any such request from ******** and explained this to the representative and asked her to replace the order. She said she could not and that I had to call their customer service number. I called and asked to speak to a supervisor and after a long hold was connected with a supervisor named *******. I asked her why my order was cancelled and she said she didn't know but that it wasn't because of needed funds verification as I had been told via the chat. She hemmed and hawed and told me I could replace the order but she didn't have a 20% discount code like the one I'm used on my order. She then told me that if a representative placed the order for me, they could give me the discount. I told her I would do that and then she backtracked and said they will just cancel my order again. I've been a Vitacost customer for years and I don't know what's going on but it appears they don't want certain people as customers anymore. This is ridiculous and inexcusable, to cancel someone's order, not notify them, or even explain why. It doesn't sound like something someone would do who wants to stay in business. I want to know why my order was cancelled and why I was not notified. If this behavior persists in treating customers with disrespectful, disingenuous business practices, I can foresee many customers becoming disgruntled and taking their business elsewhere.

  

  Business Response

  Date: 04/28/2023

  Thank you for contacting Vitacost.   I am in receipt of your concern directed to the Better Business Bureau. Upon further review, the customer's order was successfully replaced on 3/30/23.  We truly apologize to the customer for any inconvenience this may have caused.  

   

  Regards, 

  Vitacost.com

• Initial Complaint

  Date:03/15/2023

  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.

  This complaint is regarding Order #: ********* Order Date: October 29, 2022. The order referenced shows $53.50 on my order confirmation page. Yet $53.53 was charged to my credit card. On 11-20-22, I brought this discrepancy to the attention of VC customer service via email. My email was completely ignored by VC. I followed up with 3 emails -- 11/30, 12/8, and 12/22/2022. I finally get an email 1/12/2023 from ******, which stated "The amount of $53.50 is actually a pre-authorization (also referred to as a "hold"), temporarily placed by your bank/PayPal on your account to ensure funds are available before the actual charge is processed. The pre-authorization is removed in **** business days depending on your bank/Paypal. The $53.53 is the actual charge for the order. The order subtotal was $60.33. The Discount amount was $10.00. And the local tax amount was $13.20 which brought the order total to $53.53. On 1-12-2023 I emailed her that I would like her supervisor to respond to this email, because obviously she did not know what she was talking about.. I informed her "I did not pay my orders with bank/Paypal. I always paid with a CC, which means just in case she did not know, "PRE-AUTHORIZATION IS NEVER REQUIRED. ALSO, CC AMOUNTS ARE ALWAYS BY THE CREDIT CARD COMPANY DIRECTLY TO VC NO MATTER WHAT THE CHARGE IS AND THEN CHARGED TO ME." Now, the order total is $60.33. Discount is $10.00. Tax is $3.17. Final total is $53.50 and not $53.53 which was charged on my CC. So, once again, please credit my account 3 cents which VC overcharged. I am still waiting to hear from VC how ****** arrived at $13.20 as tax, which she considered as local ** tax. I had one item which should be taxed at 2% food item, and the other 3 items should taxed as ****%. This complaint has taken a lot of my time as VC never responds to emails. Their customer service used to be great. Not any more! I am still waiting to hear from VC. It is not a matter of 3 cents. It is a matter of principal.

  

  Business Response

  Date: 04/28/2023

  Thank you for contacting Vitacost. I am in receipt of your concern directed to the Better Business Bureau. Please accept our sincerest apologies for your experience. Please be assured it is not our intention to frustrate our customers in any way.  We have submitted a credit for 10% off of the order total in the amount of $5.35.  Please allow 24 to 72 business hours for the refund to show back on the original form of payment.  

  We are committed to providing you with the most enjoyable service experience possible. Your comments provide ** the opportunity to evaluate, address and provide coaching as a learning experience. Thank you for bringing this matter to our attention.

  Regards, 

  Vitacost.com

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19602352
  
  I am rejecting this response because so far I've not received a response from Vitacost regarding the amount the business says it has credited the amount to my CC. The business is in the habit of saying the amount has been credited, but then it does not happen. So, until ******** sends me directly a response with the amount it has credited, and after I check with the credit company if the amount was actually credited, only then I will send my response to BBB that the issue has been finally resolved. Case in-point, the complaint from me was sent to VC by BBB on March 16. It took over a month for them to respond.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/05/2023

  The amount issued back to the customer's account was $5.35.  We do apologize to the consumer for any inconvenience this has caused.

  Thank you, 

  Vitacost.com

• Initial Complaint

  Date:03/13/2023

  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 on February 27th Order #: ********* It was for three items and the total was $148, with a savings of $30 because of promotions advertised. The order never arrived. I contacted customer support yesterday and was told the order was cancelled. I'm a caregiver and I rely on these supplements for both my mother and myself. Not only was I never informed (so thought they would still arrive) but then she told me she would not replace the order with the promotional code. First of all, any good business would have priority shipped the items to me. This is a supplements company that should respect the importance of the items they are selling. Second of all, I think it's actually illegal for them to not provide the discount advertised. I ordered within the parameters and timeframe given. It seems like Vitacost has seller's remorse and wants to entice ** to use their site and then take back the discount given. It makes me not want to do any business with them. However, in this instance, I do believe it is my legal right to ask they follow through with the original order. If I do not receive satisfaction here, I'll next go to the Attorney General. So, whoever reads this, at minimum, you should finish my original order with the promo discount. However, if I were making this right for a customer, I'd overnight it and also send them an *additional* promo for the future. Let's see if you actually care. But also? Your current customer care team is awful. So, work on that.

  

  Business Response

  Date: 05/02/2023

  Thank you for contacting Vitacost. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customers concern with the assistance of the BBB.  Please accept our sincerest apologies for your experience.   We apologize there was an error with the code that was used for the order. The code was for $30 off $150 and the customer's order was only $148.  We would like to offer the customer two 15% off codes to be used towards their next 2 on-line orders with **.  The codes are:  SCMJ94JCB and SCMJ9DGM6.  We truly apologize for any inconvenience this may have caused. 

   

  Thank you, 

  Vitacost.com

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19591235
  
  I am rejecting this response because:  You can see that the original order subtotal was $178.57, so they are lying.  That's almost 20% off.  You can see their own site took the discount off.  It's not like I can do that myself. 

  The second half of the complaint was that they never informed me they were cancelling.  So, I was waiting for supplements *needed* for health issues with my mom and those weren't ever going to arrive. 

  The customer service agent could not give me a reason the order had been cancelled and then refused me the same terms to have the items reordered (which at that point, any decent company would be giving more more of a discount for the future as well as that order, or maybe even free items). 

  Instead, Vitacost waits for how long to respond?  And I just finally ordered something from their site in spite of myself and now already regret it because look at how they treat people.  

  No future discounts can make up for the fact that they treat people like garbage and lie about their offers.  Iherb, AllStarHealth, or any other company is prefererable, even if it's more expensive at this point.  Any company that isn't going to lie, or not make right them not shipping something important. 

  Vitacost, you are in the wrong business.  People buy these items because they have real need.  What more can be said?  I hope you experience something in life that really drives home how your actions matter to vulnerable people.  My life ***** you that opportunity to learn.  

  
  **********************************************

  

  Business Response

  Date: 05/08/2023

  Please accept out sincerest apologies for your experience.  Please be assured that it is not our intention to frustrate our customers in any way.  We truly apologize for any inconvenience this has caused and for the delay in our response.

  Thank you, 

  Vitacost

   

• Initial Complaint

  Date:03/12/2023

  Type:Billing 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 two fraudulent charges on my debit card from VITACOST-COM. At this point I just want to make sure the BBB is alerted to this scam.

  

  Business Response

  Date: 03/14/2023

  Thank you for contacting Vitacost.  I am in receipt of your complaint sent to the BBB.  We want to thank the customer for alerting us to this issue.  Please be assured this matter will be thoroughly investigated and we apologize for any inconvenience this may have caused.

   

  Thank you, 

  Vitacost.com