Business Profile

Health Products

Vitacost.com, Inc.

Complaints

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

Customer Complaints Summary

274 total complaints in the last 3 years.
115 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/25/2025
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 business sent products that are expiring for my online order. Then, they refuse to honor their return policy even when it is still within the timeframe. They make customers jump in hoops to request a refund, including having technical difficulties with their return page on their website hence not allowing to request a return online. Then I emailed them, no response at all. Finally, I had to call to request the refund and they tell me they need 5 business days to review the request before they can send me a RMA and return instructions. It has been more than five days since I requested the return, I called again and they told me it is still the request is still under review. By the time they finish reviewing, it will be past the 30 day timeframe for returns. This is a dishonest and shady business by sending customers expiring products and refuses to accept returns.
Business Response
Date: 01/27/2025
Good day *********,

Thank you for contacting Vitacost.com regarding the refund from your most recent order #*********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB as I certainly do apologize for any inconvenience that you may have experienced.

Please know that a refund has been submitted on January 26, 2025 in the amount of $67.21 with refund order #P06686563, which should go back to your initial form of payment. Please allow up to 2 business days for this transaction to process.

Approved refunds will be issued to your original payment method for the purchase price of the item. If any promo codes were applied to the order or if the item was purchased on sale, you'll be refunded the amount that you paid after any applied discounts. Once approved,please allow 2-3 business days for the refund to reflect in your account, depending on your financial institution.

If you have any further concerns, please reach out to us by replying to this email.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The Kroger Co.
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Initial Complaint
Date:01/25/2025
Type:Service or Repair 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.
Ive been using ******** since 2020. For the last year-ish, my orders have been cancelled by the Vitacost system. 30 minutes to 2 hours after I place an order, I get an email informing me that the order has been cancelled. No excuse for this action provided. Ive tried switching everything possible on my end; the credit card used, email address, time of day placing the order, etc. Ive reached out dozens of times by email and phone and have gotten no legitimate answers for why this continues to happen. I get canned responses every time. The tone from the customer service agents is always apathetic; no urgency or concern. For about a month now Ive asked for a phone call from someone in leadership. The requests have been flat out ignored. I would like to continue shopping with ******** as Ive always gotten good deals in the past, and would prefer supporting a small company over a corporate giant. This is beyond ridiculous though. To say that their customer service is bad is an understatement. After years of being a loyal customer, one who regularly refers friends and family members to Vitacost, Im ******. The most recent order number is provided below.
Business Response
Date: 02/24/2025
Good day *********,

Thank you for contacting Vitacost.com regarding your most recent canceled order #*********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB as I certainly do apologize for any inconvenience that you may have experienced.

After further review of your account details, it has been determined that an email order verification has been sent several times requesting information to properly process your order. At this point, we did not receive the information being requested, and till now we do need to cancel the above-mentioned order and all future orders without the proper information being requested.

If there is anything further we may assist you with please reply to this email.

Thank you for being a Vitacost.com customer!

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The Kroger Co.
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 02/25/2025

Complaint: 22857071

I am rejecting this response because:

No one has given me a legitimate explanation for why the orders get cancelled. I received ONE email asking for verification and it was after an order had already been cancelled. At that point I was fed up. Ive asked for a phone call from ******** management dozens of times and the request has been flat out ignored.
The customer service they give is infuriating.

Sincerely,

********* *******
Business Response
Date: 03/12/2025
Good day *********,

Thank you for contacting Vitacost.com regarding your most recent canceled order #*********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB as I certainly do apologize for any inconvenience that you may have experienced.

After further review of your account details, it has been determined that an email order verification has been sent several times requesting information to properly process your order. At this point, we did not receive the information being requested, and till now we do need to cancel the above-mentioned order and all future orders without the proper information being requested.

If there is anything further we may assist you with please reply to this email.

Thank you for being a Vitacost.com customer!

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The Kroger Co.
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 03/24/2025

Complaint: 22857071

I am rejecting this response because:
As stated in an apparently unreceived response many weeks ago, the emails Vitacost sent were never received. Additionally, I didnt get the phone call, as requested dozens of times. Ive had to move the ball forward to try to get this complaint resolved for probably a year now as no one at ******** has taken ownership of the issue. It makes no sense, the ******** team has been extremely apathetic and unhelpful, and leaders havent seen fit to step in and work with me, as requested, to fix this!

Sincerely,

********* *******
Business Response
Date: 03/25/2025
Dear *********,

Thank you for contacting Vitacost.com regarding orders being canceled.

I apologize once more for any inconvenience this has caused. As previously said, there are comments from October 2023 that repeatedly request that you reply to the email verification that is provided to verify that our customer has placed the order securely.

As of right now, we have not received the needed information, and we must cancel all upcoming orders until the appropriate information is obtained.

Please call ************ and ask for a Specialist if you would want to have an escalated conversation about this situation. They will be pleased to accept the call and deliver the same information that has been supplied several times.

If there is anything further we may assist you with please reply to this email.

Friendly regards,
*****
Customer Answer
Date: 03/25/2025

Complaint: 22857071

I am rejecting this response because:
I just called and the agent hung up on me.

If emails were sent on cancelled orders in 2023, they went right to junkmail as they were likely canned emails. Why, at that time, no one from your team could explain that when I called in or emailed is a mystery.

Please call me at ************. I do not want to speak to a specialist. I want to speak to *****.

Sincerely,

********* *******
Business Response
Date: 03/27/2025
I spoke with ********* ******* on March 25th where I advised that the account has been cleared and the most recent order #********* has processed correctly.
Customer Answer
Date: 03/27/2025

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.
Many thanks to ***** who called me and resolved the issue!

Sincerely,

********* *******
Initial Complaint
Date:01/23/2025
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 ordered some food items and shampoo for $109.12 on January 6, 2025. The order was not delivered, so i called customer service. I was told the refund would appear on my bank account within three days. Five days later it never appeared, so i called again and got the same reply. Ten days later, no refund was posted, so i tried getting online help on their website. Two days later, i called and asked for a supervisor. ****** looked at the account and said the refund was cancelled due to the order being delivered. I again told him I didnt get the package, so he said theres nothing he could do for me. Im now out $109.12 and cannot buy the items from another website since this company stole the money from me.
Business Response
Date: 02/07/2025
Good day *****,

Thank you for contacting Vitacost.com regarding order #********* via the Better Business Bureau.

After further review of your account details, due to the numerous refunds and replacements that have been provided, please know that your account no longer qualifies for refunds or replacements. This information was provided to you on September 5, 2024 @ 10:08 am EST.

In reference to your concern with order #********* not arriving, since Fed Ex tracking #************ provided a photo of the order delivery, dated January 13, 2025, we do recommend that you contact your local law enforcement to file a police report due to the package being stolen. Once you have filed the report, you may contact Vitacost.com by responding to this email with a screen shot of the police report so we may review and respond with a resolution.

Thank you,
*****
Initial Complaint
Date:01/21/2025
Type:Order 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 recently placed a order number ********. This order unfortunately was a disaster and i tried contacting the seller that the order has been possibly tampered with and i did not receive any of the items that were delivered. and the agents were not much help. So i am filing and getting BBB involved in this situation as well as a spreading awareness of these types or businesses and faults and inconsistency that businesses provide that people must to be aware of. And to the business i request a refund of my order please and thank you.
Business Response
Date: 01/22/2025
Good day ****,

Thank you for contacting Vitacost.com regarding the requested refund from your most recent order #********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB as I certainly do apologize for any inconvenience that you may have experienced.

After further review of the account details, it has been determined that the account associated with the email address **************************** as well as ******************** is no longer serviceable due to numerous refunds and replacements. This information has been previously provided on May 10, 2024. Also, please know, the weight from the package delivered reflects the items that were packed and shipped from our warehouse. At this point, we are unable to offer assistance with this order or a future order which is associated with your account.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The **********
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 01/22/2025

Complaint: 22840317

I am rejecting this response because:
You guys cannot keep my money hostage. I did not sign for any packages or receive them. And i also have access to the tracking number thank you. But regardless i shouldnt have to to through this when buying from you guys. And you guys cannot just then your back on your customers like me. I kindly ask if you can make a exception this time even if it means that i do not order from you again bc
Sincerely,

**** ****
Business Response
Date: 01/24/2025
Dear ****,

Thank you for contacting Vitacost.com regarding the refund from order #********.

After further review of your account details, as previously stated, we are unable to service this account.

Friendly regards,
*****
Customer Answer
Date: 01/24/2025

Complaint: 22840317

I am rejecting this response because:

Sincerely,

**** ****
Initial Complaint
Date:01/13/2025
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.
******** has pulled this fraud, bait and switch, deceptive trade practices, false advertising over and over when they have "20% or 25% off site wide" sales.I spend and hour or two getting hundreds of dollars worth of products in my shopping cart, try to check-out and 80% of the items in my cart are declared "unable to ship to *****, remove the following items to check out."Now when the big 20% off sitewide sale is over.... it's funny how ALL these items are able to ship to *****. Not a problem in the world. Huh? Why's that?Kyolic Garlic, 7th Generation dish soap, Shikai Shampoo, Now brand Sports ***********, on and on can be and is ALL shippable to Texas and gee whiz folks, when you don't have a sale I can buy all I want of all of these items on your website, no ********** soon as it hits 7am Eastern time the day the sale ends, *****!! "Buy all you want honey, happy to take your money now the sale is over ha ha ha ha!!! We at ******** appreciates your business, wink."Then you always end these sales when your customer service department is closed. Oh gee, how very, very convenient. ******** and fraudsters. Sale prices advertised are not made available to we here in ***** on at least 80% to 90% of products in one's shopping cart until the sale is over!!! And do not pull the "terms and conditions" or "sales subject to change" etc. etc. garbage. It's obvious what you're doing.I want the sale prices as advertised for sales - including brand coupons and discounts through January 13th, 2025 7am Eastern time as advertised on all the products I had in my shopping cart that are all over the shelves in ***** and you ship to ***** when you don't have these sales! I did not have any products in my cart such as Mercola, ****** or any of the other brands that are always excluded from the 20% or 25% off sale. Shame on you Kroger!!!!
Business Response
Date: 02/11/2025
Good day *****,

Thank you for contacting Vitacost.com regarding our promotions via the Better Business Bureau.

Please know that I am unable to reinstate or issue a new 20% promo code, I am happy to say that I can offer you the same discount!To take advantage of the discount, simply place your order and then reply to this email with the order number. We can then issue a refund of 20%.

Please know that this offer cannot be combined with any other site wide promotion sales, and brand exclusions do apply: www.vitacost.com/exclusions.

In reference to the error message "we are unable to ship to your location", please know that this is referring to an item(s) that has been determined to be out of stock. This issue is due to previous orders that have been invoiced, caused the item(s) that are on your order to become out of stock at the time you are placing your order and are unable to ship to your location.

Again, I am so sorry for this experience and if there is anything else we can assist you with, please feel free to contact us email us at ****************************************. Thanks again for getting in touch I am happy I was able to help you save!

Thank you for being a Vitacost.com customer!

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The Kroger Co.
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Initial Complaint
Date:01/12/2025
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.
On November 26, 2024 I placed an order from Vitacost.com. The order number is *********. The total is $50.00. I never received the package. According to the tracking (carrier is called OnTrac) the package was delivered. There is no photo proof of the delivery. I checked with my neighbors and they did not have the package. I contacted Vitacost.com through their website requesting a refund. I submitted my request via the ********'s website email interface on December 7 and December 12, 2024. I did not receive any email response. On December 17, 2024 I communicated with ********'s virtual agent. The agent's name is *******. I was told the refund process would take 5-7 days and I will receive an email response. I did not receive any email response from Vitacost.com. The chat session log is attached. I have been a long time ******** customer and this is the first time I did not receive my order. I find it totally unacceptable that my multiple requests for a refund have been ignored. I would like a refund of $50.
Business Response
Date: 01/13/2025
Good day Yin,

Thank you for contacting Vitacost.com regarding your most recent order #********* not arriving. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB as I certainly do apologize for any inconvenience that you may have experienced.

Please know that I have submitted a refund in the amount of $50.00 which should go back to your initial form of payment.Please allow up to 2 business days for this transaction to be reviewed and approved depending upon eligibility.

Approved refunds will be issued to your original payment method for the purchase price of the item. If any promo codes were applied to the order or if the item was purchased on sale, you'll be refunded the amount that you paid after any applied discounts. Please allow 2-3 business days for the refund to reflect in your account, depending on your financial institution.

If you have any further concerns, please reach out to us by replying to this email.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The Kroger Co.
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 01/16/2025

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:01/07/2025
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.
after several attempts to resolve issue regarding refund, ******** has refused to pay *************** package was refused due to lateness and damage. package was returned to ******** and received on 12/09/24 and signed for by *******.
Customer Answer
Date: 01/07/2025
proof of ******** receiving returned package on 12/09/24 by JJeremy
Business Response
Date: 01/08/2025
Hello ****,

Thank you for contacting Vitacost.com regarding your most recent order #*********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB as I certainly do apologize for any inconvenience that you may have experienced.

After further review of your account details, it has been determined that due to the numerous refunds/replacements, this account is no longer serviceable. Please know that this information was provided to you on September 25, 2024 at 3:33 pm EST.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The Kroger Co.
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Initial Complaint
Date:01/06/2025
Type:Service or Repair 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.
Hoping the bbb can get this companys attention Ive tried to call and been on hold for over an hour. Chat and disconnected after forty minutes and emailed with no reply. Their online return. Page isnt working and I keep getting a sorry, error message but Im doing nothing incorrectly. I ordered 2 cashew butters 2 sunflower 1 almond I received four peanut butters and two are almost expired and the other 2 are expired by a few. Months. I dont order any peanut butter. Same brand, wrong type. I have them boxed up ready to go back if needed but hanging a hard time getting their attention
Business Response
Date: 01/06/2025
Good day ****,

Thank you for contacting Vitacost.com regarding Once Again Cashew Butter Creamy Unsweetened -- 16 oz x (2) as well as Once Again Sunflower Seed Butter Creamy Unsweetened -- 16 oz x (2) missing from your most recent order #*********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB as I certainly do apologize for any inconvenience that you may have experienced.

Please know that I have submitted a credit in the amount of $33.24 with refund order #P06655846 which should go back to your initial form of payment. Approved refunds will be issued to your original payment method for the purchase price of the item. If any promo codes were applied to the order or if the item was purchased on sale,you'll be refunded the amount that you paid after any applied discounts. Once approved, please allow 2-3 business days for the refund to reflect in your account, depending on your financial institution.

We take situations like this very seriously. If possible, Id like to get some additional information so that our team can further investigate what happened and why it happened. If you can, simply reply to this email with the following information from the incorrect product(s)received:

- UPC or item number
- Expiration or manufacturer date
- Lot number
- Name of the incorrect product(s) received
- Picture (if possible)

Thank you for any information you are able to provide;doing so will help us prevent this situation from occurring again in the future. After providing the above information, please do not discard or donate the products until the refund has been approved. Our review team may request additional details, or product return for processing.

If there is anything further we may assist you with please reply to this email.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | **************
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 01/10/2025

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.

is this a full refund including shipping? I sent photos to answer your questions to your email. Did you get them? Are you saying I should throw these out?

why is it so difficult to get a hold of your company?
Sincerely,

**** ****
Initial Complaint
Date:01/02/2025
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.
I've had great experiences with ******** for years until Nov/Dec 2024 - something happened to customer service. I made 3 orders on one day so I could use the $10 off $50 order twice, plus a different (larger) order for nearly $200 with a 15% coupon. I received email order confirmations for all 3 orders, then heard nothing else for a few weeks. When I finally checked in on what was going on, all the orders were nowhere to be found in my account! I emailed, no response in 5 days (they promise 2 days). I tried the customer service form on the website, and that's been non-responsive (won't take entries) for 3-4 weeks now. I got on chat, and after 30 minutes learned 2 things: 1. Multiple orders placed in the same hour are automatically cancelled - apparently without notifying the customer! ******** assumes you made a mistake! This is a horrid and broken protocol. 2. Chat couldn't help me. I tried phone customer service and twice when I asked for level 2 support, I was mysteriously cut off. The third time I was promised a callback from a supervisor - nothing in 2 weeks. I'm not sure what has degenerated with Vitacost CS, but I'm supremely disappointed!!!I've already taken 2 hours or so to try to resolve this issue along with 2 hours loading my cart on Nov 30, so I'm not going to upload a receipt, but ******** does have the order info on all 3 orders, so I can share it with them if they actually contact me.
Business Response
Date: 01/17/2025
Good day *****,

Thank you for contacting Vitacost.com regarding your most recent order #*********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB as I certainly do apologize for any inconvenience that you may have experienced.

After further review of your account details, please know that it has been determined that I was unable to locate the above order #*********. If you feel that my investigation is incorrect, please respond to this email with the following information:

Name:
Address:
1st 6 and last 4 of the credit card:
Exact Amount of transaction:
Date of Transaction:

If there is anything further we may assist you with please reply to this email.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The Kroger Co.
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 01/21/2025

Complaint: 22760765

I am rejecting this response because:
I have confirmation emails from 3 orders, including order number *********, on November 30, 2024. I'm attaching 3 screenshots of those emails. ******** support cannot see them on MY record because their system cancelled the orders without notifying me, which is the ******* of the entire problem. If second level support digs deeper, they have found them for me (via chat). So ***** needs to look more closely, and I've responded to him already with the requested information and the request for a refund for the difference between today's prices and the deals I should have gotten that day, which was promised to me in chat 12/20 (I have that transcript).
I'd actually like to add to the complaint - I responded to my new order confirmation on Jan 2 with the refund request and have not received a response. The email form on Vitacost.com is not responsive, nor is the refund request dashboard (that used to work so smoothly). ******** customer service is falling apart to the point of nearing non-existence.

Sincerely,

***** *******
Business Response
Date: 01/22/2025
Good day *****,

Thank you for contacting Vitacost.com regarding your most recent canceled orders #*********, #*********, and #*********.

Again, I certainly do apologize for the inconvenience you have experienced. After further review of the order details, it has been determined that the orders were placed too close together, which did not allow our system to process each order correctly. For the future, please allow at least one hour to pass if you intend on placing multiple orders concurrently.

If there is anything further we may assist you with please reply to this email.

Friendly regards,
*****
Customer Answer
Date: 01/22/2025

Complaint: 22760765

I am rejecting this response because my request for a refund - which I was already promised via Vitacost chat - was not addressed. I have already responded to the Customer Advocacy Specialist with my repeated request.
Also, cancelling customer orders WITHOUT NOTIFICATION after sending a confirmation email is bad business practice. It should not be ON THE CUSTOMER to magically know they can't place orders closer than one hour! Surely people sometimes walk away from the computer after completing an order and suddenly remember they needed a few more items. The system processed the orders just fine, hence the confirmation emails. The procedure is broken that cancels the orders.

If I were a Customer Advocacy Specialist, I would send an urgent feature request up the ladder that either that procedure is erased OR that a notification email is added to let the customer know their orders won't be appearing on their porch.

I maintain that my original BBB complaint holds true. ********'s SOP in this case is errant and does not serve the customer. Plus, the customer service has been suddenly terrible after it used to be excellent.

Sincerely,

***** *******
Initial Complaint
Date:01/02/2025
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 from vita ost 1/1/2025 and got a email saying my order was split and oart was coming from another warehouse.I previously has requested this not to be done this company on trac left my package outside in middle of night never notification of delivery 6 hours later it was found had to get refund now again they do this same item and same company called got game played by customer service *** of language issue the Zi ask for manager suddenly cant hear me had to call back wait another ************************************************************************************* off the phone.horrible customer service.pkease help me
Business Response
Date: 01/03/2025
Good day ******,

Thank you for contacting Vitacost.com regarding your most recent order #********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB as I certainly do apologize for any inconvenience that you may have experienced.

In order to avoid canceling items from your order,Vitacost.com does in deed have the practice of shipping partial orders from one of the three warehouses which have inventory for the product we ship from. Please know, our intension is to ship your order complete from one warehouse to avoid any complications.

As noticed, I do see that your order has been split shipped to avoid canceling items from the warehouse that is geographically closest to your location.

The first part of your order shipped from our warehouse in ******** on January 2, 2025 and has an estimated delivery date of January 4, 2025 with ***** tracking #************.

The second part of your order shipped from our warehouse in ****** on January 2, 2025 and has an estimated delivery date of January 7, 2025 with OnTrac tracking #D10015988582544.

If there is anything further we may assist you with please reply to this email.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The Kroger Co.
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 01/03/2025

Complaint: 22759922

I am rejecting this response because:

Sincerely,

****** ******
Business Response
Date: 01/30/2025
Good day ******,

Thank you for contacting Vitacost.com regarding your most recent order #********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB as I certainly do apologize for any inconvenience that you may have experienced.

In order to avoid canceling items from your order,Vitacost.com does in deed have the practice of shipping partial orders from one of the three warehouses which have inventory for the product we ship from. Please know, our intension is to ship your order complete from one warehouse to avoid any complications.

As noticed, I do see that your order has been split shipped to avoid canceling items from the warehouse that is geographically closest to your location.

The first part of your order shipped from our warehouse in ******** on January 2, 2025 and has an estimated delivery date of January 4, 2025 with ***** tracking #************.

The second part of your order shipped from our warehouse in ****** on January 2, 2025 and has an estimated delivery date of January 7, 2025 with OnTrac tracking #D10015988582544.

If there is anything further we may assist you with please reply to this email.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The Kroger Co.
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 01/30/2025

Complaint: 22759922

I am rejecting this response because:

Sincerely,

****** ******
Business Response
Date: 01/31/2025
Dear ******,

Thank you for contacting Vitacost.com via the Better Business Bureau.

In order to better assist you, please respond to this email to provide a brief explanation on how Vitacost.com may assist with your concerns with the BBB.

After further review of your account details, it has been determined that your complaint in regard to our *************** has been previously escalated to the proper department for further review and consideration. Also, after review, we have responded to your concerns with having your orders shipped from multiple warehouses to avoid canceling items possibly being out of stock from the warehouse that ships your orders.

We are pleased that you are a customer of ours, and I look forward to assisting you further!

Friendly regards,
*****

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