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iHerb has a rating of 1.4 stars from 1,042 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about iHerb most frequently mention customer service, credit card, and phone number problems. iHerb ranks 590th among Vitamins & Supplements sites.
This company responds to reviews on average within 3 days
Update: package arrived this evening, thank you. Is this company a scam? Will I ever receive my order? My package has been waiting for courier to pick up for over a week. Customer service is useless. I will have VISA reverse the charges. Regret buying from iHerb will pay more and buy from Amazon instead.
I suffered 5 order rejections in 24 hours: iHerb dare to imply card problems, but a check with my card issuer reveals no card declination: transactions were approved and the approval was active until cancellation was initiated by iHerb: yet iHerb dares to imply "lack of funds", "suspicious activity", a load of bull:
I suffered 5 order rejections in 24 hours: iHerb dare to imply card problems, but a check with my card issuer reveals no card declination: transactions were approved and the approval was active until cancellation was initiated by iHerb: yet iHerb dares to imply "lack of funds", "suspicious activity", a load of bull:
Products used:
Health supplements
Sadly they used Evri UK.I live in a 7 story flat.Asked Evri too at least press my intercom for a delivery.Got a message by email it's been delivered only.They dumped the parcel in the basement of my 7 story flat where anyone could steal it.never using Iherb again.
Tip for consumers:
Abusive delivery
Products used:
Herbal supplement
Dear Valued Customer,
We sincerely apologize for the performance and have escalated this incident to the attention of our Global Logistics Team. We constantly monitor our shipping partners to ensure they perform to the standards our customers have come to expect and deserve. Again, we sincerely apologize for this matter.
If you have any other concerns or questions, please don't hesitate to contact our Customer Support team and we wish you the best of health.
I signed up made a purchase, money left my account. Iherb then deactivated my account, all the "help" on the website does nothing and just sends you in circles, I've made enquiries by email and opened tickets via their chat bot, I have even created a new account and still haven't received any replies to my emails.
I don't know how I'm going to get my order or a refund if it is impossible to contact them.
Spend your money elsewhere people
Dear Valued Customer,
We are sorry to hear of this wand want to help. However, in order for us to do so, we need the order number for us to reference. May you please provide the order number in a direct message to us on SiteJabber? Please note, SiteJabber will filter out the order number if left in an updated version of this review so a direct message is the best way possible for us to receive it.
You may also go to our iHerb site and navigate to our Customer Service page. Once there, select 'Write a message' and complete the required form. After doing so, an agent will respond in just a few hours to assist you further.
Again, we sincerely apologize for what you have reported and are standing by to help.
Dreadful American company with fraudulent practices and awful customer service! Avoid at all costs!
I used to be a returning customer and spend over 1000usd in total on orders on the website over the course of the last two years. The issue is that they wouldn't guarantee delivery of international orders so if anything goes wrong with the parcel on the way to its destination they are very likely to brush off refund or reshipping requests.
The other day I received a package that was 4 items short and once I reported the issue they fired back with a refusal which they marked as 'friendly fraud'. Are you bloody kidding me? Where do you have the audacity to say such a thing to a loyal customer. I'd avoid them like the plague going forward as they scammed me out of 60 USD worth of goods! I'll have to get in touch with my credit card company to reverse the charges now
Dear Valued Customer,
We would love to look into this and review everything further. However, in order for us to do so, we need the order number. May you please provide that in an updated version of this review? Once received, we will gladly expedite this matter.
We hope to hear from you soon and wish you the best of health.
I had been a customer for a while, the way they pack the stuff is not safe and many times items arrive damaged and with the seal broken, after complaining they refuse to accept the return and replacement. I don't trust iherb anymore. Customer service is bad to say the least.
Products used:
Vitamins
Dear Valued Customer,
We are sorry for this incident and want to help. However, we need the order number in order to do so. May you please provide that in a direct message to us on SiteJabber? Once provided, we can expedite this matter in a further effort to help you.
We are standing by to help and hope to hear from you soon.
Order # *******
I order veggie capsules on Saturday. I tried to log in today to check on my order but found that my account has been deactivated which means that I cannot check on my order. To complain about this situation Iherb system tells me that I need to login. It's a complete scam. If I had read the online reviews, I wouldn't touch these lot with a barge pole.
Products used:
They took my money and are effectively refusing to send me the goods.
Dear Valued Customer,
We regret to hear of this and want to help. However, SiteJabber prevents order numbers left in reviews from being visible to us or the public. May you please direct/private message us on SiteJabber with the order number? Once provided we will be able to investigate this further in an effort to help you.
Again, we apologize for this matter and hope to hear from you shortly.
U cancelled my order, and u dont refund the money. I ordered from germany and i have paid!
I want answers, where can i contact you?
Dear Valued Customer,
We are sorry to hear of any issues and want to help. However, in order to do so we need the order number to reference. May you please direct message/private message us either here on SiteJabber or contact our Customer Support team with that information? You may contact our Customer Support team by going to our customer service page and selecting 'Write a message' or chat with an agent if it is available. Once having done so, please allow 24 hours for a response.
Either way you prefer, we are standing by to help and hope to hear from you soon.
Zero Star is a lot! They sent me an outdated /expired " Shae Moisture Mango and Carrot Kid shampoo and conditioner " the way that the conditioner is not even coming out of the bottle in any way! When I sent a message to customer service, this is the response I received::::
"We'd like to offer you a refund through store credits as one time courtesy. (( but I should pay for the shipping cost)) In this case, you are under no obligation to return the item. You are free to use this item as you see fit, whether that means enjoying them yourself, sharing them with friends or family, or even donating them to a charitable organization if you wish."
Tip for consumers:
I used Shae Moisture Kids Shampoo and Conditioner 2 times on my 5 years old !!! Conditioner is not coming out of the bottle at all and I did regret a lot after as this is the indication of really being a really low quality product or being out dated !
Products used:
Shae Moisture Carrot and Mango Kids Shampoo and Conditioner
Dear Valued Customer,
We are sorry to hear of any issue and want to look into this further. May you please provide the order number so that we may do so? You may directly message us on SiteJabber and contact our Customer Support team with that information. Once received, we will expedite this matter.
We are standing by to help and hope to hear from you soon.
Ordered on the 7/12/2023, really wishing I had read these reviews prior to ordering. At this point I'd just like my money back for a product I have not received. I ordered based on the estimated delivery date and now they are useless to me. Absolutely appalling delivery time frame.
* iHerb attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Dear Valued Customer,
We are sorry for this issue. Although we are not sure what is occurring, we have moved forward with providing a refund for your order. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. Should your order be delivered at a later date, please consider it complimentary for your troubles.
Again, we sincerely apologize for this and, should you have any further questions or concerns, please don't hesitate to contact our Customer Support team.
I ordered 2 bottles of Life Extension Mix tablets on September 29,2023. I paid $119.74 and received nothing in return. I was also kicked out of my account. I'll never have anything to do with this company again!
Tip for consumers:
This has caused me not to take vitamins anymore because it's too expensive to receive nothing in return. Then kick my our of my account. This company sucks and is a rip off!
Products used:
Nothing, I never received anything. I Herb just took my money!
Dear Valued Customer,
We apologize for this matter and have reactivated your account. Although we do our best to correctly identify security concerns to protect our customers, in this instance, we fell short. As a result, the original orders were canceled and the pending transactions were voided. You were never charged and what you originally saw was a pending payment. Please contact the bank or card issuer if you have any concerns about this transaction.
Again, we sincerely apologize for this matter and we hope you decide to give us another chance.
Update:
Michael from Iherb who commented on my review did not do anything to assist. He said that I was refunded and that my account was unblocked. I was not refunded and my account is still blocked. My refund was approved and delivered. They didn't even refund when I messaged them with the delivery details. When Iherb blocks your account you have no way of further contacting them. Opening a dispute is the only option. I've never experienced this in my life.
I have been purchasing for 10+ years, spending thousands every year. I make many purchases every month. I just sent in my first returns. 3 of them which were approved. Iherb did not refund a single one without my intervening. After weeks of correspondence, 2 of the 3 were refunded. I had to open a dispute for the 3rd. To add insult to injury, I wake up to my account being blocked. I'm astounded at the poor customer service, especially to a loyal customer.
Tip for consumers:
Horrible customer service and returns process.
Products used:
Vitamins and supplements
Dear Valued Customer,
We regret to hear of this and apologize for any inconvenience. We would love to look into this third return further, however, we are unable to do so without the order number. May you please provide that in a direct private message to us on SiteJabber? Once received, we will expedite this matter in an attempt to resolve this.
Again, we apologize for any inconvenience and are standing by to help.
Their site said ordered December 14,2023 and delivered September 15,2023. Items did not arrive. They told us to check with the neighbors, and then the tracking number said it went to Castle rock Washington. We're in Texas. Pretty sure we know our address. We asked for reorder and we're denied so we're disputing the transaction with our bank. The only way to communicate with them is by chat. Very frustrating. Would give 0 stars but not given the option. Do business elsewhere.
Dear Valued Customer,
We are sorry to hear of this and want to help. However, we need the order number in order for us to do so. May you please direct message us the order number? You may also contact our Customer Support team with the order number as well. Once received, we will expedite this matter in an effort to help.
Again, we apologize for what you have reported and are standing by to help further.
Worst customer service,like Airbnb, bots and humans have merged. They do not want to refund even when failed to deliver.very strange company,without customer services outsourced to India. Presume all their FAKE reviews also written by click farm in India. Avoid disappointment..
Tip for consumers:
Breach of UK laws dystance selling and consumer law.
Products used:
Vitamins, supplements
Dear Valued Customer,
We never want anyone to have any issues while shopping with us and we want to review any previous decision made. However, we need the order number in order to do so. You may either directly message us on SiteJabber to keep your order information private or you may contact our Customer Support team.
We offer 24/7 email support with agents, live chat during the available posted hours, and our Virtual Assistant which may answer the most common questions. If needing to speak with an agent, just let the bot know you want to "talk to an agent" and you should be escalated.
We are standing by to help and hope to hear from you soon.
After I had paid all the 13 supplements, they suddenly closed my account. I tried to send email to their customer service but it kept kicking me out. You stole money from a person who is suffering from graves disease!
Tip for consumers:
If they coukd return my money
Products used:
Supplements for my hyoerybyroidis.
Dear Valued Customer,
We apologize for this matter and are glad to help. We do our best to actively detect and prevent any suspicious activity. However, in this instance, your account was flagged and deactivated incorrectly. As a result, the order was cancelled, never shipped, and payment was never processed. Payment is never received by iHerb until after orders have shipped from our fulfilment centers. In our efforts to keep the shopping experience as safe and private for our customers as possible, we sometimes may make mistakes, this instance being one of them. We sincerely apologize for this incident and have reactivated your account.
We wish you the best of health and, should you have any further questions or concerns, please don't hesitate to contact our Customer Support team.
Adrienne and Wasim have been very helpful in the customer service (live chat). Give them a raise. Our package has been "lost" while being considered as "delivered" by local post in Belgium but they were quickly to help.
Tip for consumers:
Livechat customer service is very helpful.
Products used:
None
Dear Valued Customer,
Although we never want customers to have any issues while shopping with us or receiving their orders, we are glad that our customer support agents were able to assist you as needed. This is a rare occurrence and we hope that you decide to give us another chance to show you why millions of customers shop with us on a monthly basis.
We wish you nothing but the best of health and hope to see you again soon.
Stay away from iHerb.com: it may appear to be a sort of bargain site for herbs and supplements, but I'm not convinced that this business actually exists. First, the product I ordered hasn't arrived, a week and a half past the estimated arrival date, and two weeks after I placed the order. It appears that they didn't ship it correctly, and it was returned to sender. Second, my attempts to resolve the issue has been met with seemingly automated, impersonal responses- through email and online chat, which are full of empty promises to fix or resolve the issue, without comprehending or acknowledging what actually occured. There is no real way to speak to an actual person. I can't caution people enough from using this website- buy from another, more reputable site instead.
Dear Valued Customer,
We regret to hear such an instance occurred and wish to look into it further in an attempt to resolve this issue. There are severe delays in delivery times due to the global pandemic as a result of COVID-19. Our site expressly states this prior to checking out. However, we still want to look into this matter to show you how much we truly care. We kindly ask that you please contact us at appsupport@iherb.com and include the order number of concern. Also, please include the address and phone number of the account so we can verify and protect the accounts security. Once received, we will gladly assist you.
Regarding the customer support experience, we apologize and promise we have real agents assisting customers. However, it is obvious we may have fallen below our high standards and wish to make it up to you.
We are excited to hear from you so we can attempt to make this right! Best of health to you and your loved ones.
Can not talk to them. Was Unable to checkout with Paypal 2 times, so used Visa. It looked like it went thru, but instead of a confirmation, got an Email that items were left in cart?
Sad. Get your act together or quit advertising.
Tip for consumers:
Service was not available
Dear Valued Customer,
We experienced some checkout issues last week which should have been resolved. We sincerely apologize for what you have reported as customers should not have to experience this. Our teams are working around the clock to improve every aspect of the shopping experience. Again, we sincerely apologize for this issue and promise that improvements will continue to be made.
I purchased California gold collagen from iherb usa... They delivered the products to wrong address and have not mailed back regarding this when I raised a query... I lost my 305 dollars... absolutely no concern for customer online orders. I have sent several emails but nil response...
Why don't you check your mails! My order number is *******! Not delivered at proper destination!
Why are you so mean with your customers? How long do you need this follow up!? It's really irritating! How many proofs do you want now!?
Tip for consumers:
Never ever buy their products online! This will make you regret!
Products used:
Collagen
Dear Valued Customer,
We regret to hear of this and never want a customer to have any issues with receiving their order. We want to help but need the order number in order for us to do so. May you please provide it in an updated version of this review or by reaching out to us directly in a message here? Once received, we will gladly review everything with the goal of helping you as much as possible.
We are standing by to help and hope to hear from you soon.
Placed my order, shipping 18-20 it gave me. Never received a tracking so i logged in my account is blocked due to "suspicious activity" i don't know why. Used virtual chat that doesn't work submitted 3 tickets no response. Spent 300$ and need my order or refund. Order # *******
I can't find a number for them and not sure if they are even legit.
* iHerb attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Dear Valued Customer,
We are sorry for this and want to help. May you please message us directly through this site with your order number so we may investigate further? We are standing by to help and hope to hear from you soon.
This company has gone downhill very fast recently. They always mess up orders and customer service does nothing to try to fix it. From delayed shipping to errors that cause the package to be stuck midway for weeks, I've seen it all. It's a sham cause they use to be decent. Now every time I want to place an order I think twice about it. Shame on them
Dear Valued Customer,
We are sorry to hear of the issues with your past orders that you have reported. Our teams work tirelessly to ensure the best shopping experience occurs for every customer. There is always room for improvement, however, and we assure you that our pursuit of excellence will not stop. If you ever need any help, please don't hesitate to contact our Customer Support team who is always standing by to help.
I've been a loyal customer for awhile now up until recently. I ship to KSA and get my products in a reasonable time frame. However, they just lowered S&H rates, which is great, until they tried to rip me off by $20. When I go to checkout they hike the product value and remove any quantity discounts or other product discounts. It's such a shame that they now price discriminate based upon destination.
Bought cleansers that I have used for over 4 years
Once ordered from iherb and realised I got fake products as they look and smell different, leaving my skin a huge irritation and problems. Wanted to report somewhere but not sure where to. Hope to get a refund and punish this website
Tip for consumers:
Never buy anything at iherb. Fake products there messed up my skin.
Products used:
Cosmetics
Dear Valued Customer,
We regret to hear that you didn't like the items you purchased. However, all products are sourced directly from the manufacturers themselves and we even provide contact information for the manufacturer so that customers may contact them regarding any concerns. Often times, ingredients may have changed, the processing may have changed, the packaging may have changed, etc.
We would love to take care of you since you did not like the items. However, we are unable to do so without an order number. May you please provide the order number on this review or directly message us with that information? Once received, we will gladly expedite this matter with the intent of taking care of you.
We look forward to hearing from you soon.
Had a very disappointing experience ordering liquid Calcium and getting the order where the bottles were smashed and leaked all over other products. IHerb declined the reship of the item telling that "their system doesn't allow to reship one bottle". Awful customer service.
Update: package arrived this evening, thank you.
Is this company a scam? Will I ever receive my order? My package has been waiting for courier to pick up for over a week. Customer service is useless. I will have VISA reverse the charges. Regret buying from iHerb will pay more and buy from Amazon instead.
Dear Valued Customer,
We sincerely apologize for any shipping delays and would like to assist you. May you please provide the order number in your review? Once provided we should be able to investigate further. There were some shipment and delivery delays due to weather conditions but it is unclear at the moment if your order was impacted by this. We hope to receive the order number from you soon so we can help you further.
Update:
Dear Valued Customer,
We are happy to hear that you have received your order! It sounds like it was one of the orders that may have been impacted by weather conditions. We hope you enjoy the products you have ordered and thank you for letting us know you received your package. We hope you decide to give us another chance and we wish you the best of health!
A great one stop shop for herbs and supplements.
I just wish the website had better navigation and search features.
Products seems fresh and with good expiration dates - this is very important to me!
Gain trust and grow your business with customer reviews.
35,000+ top-rated healthy products; with discount shipping, incredible values and customer rewards.
Dear Valued Customer,
We are sorry to hear of this experience. Unfortunately, we do not control payment processors and why they may decline cards. When this occurs, especially continuously, we suggest using another payment method.
The exact reason why payments keep failing are not disclosed to us due to privacy laws. For this reason, we are limited to suggest anything other than the suggestion above.
Again, we apologize for any inconvenience and wish you the best of health.