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iHerb Reviews Summary
iHerb has a rating of 1.6 stars from 1,051 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with iHerb most frequently mention customer service, credit card and phone number. iHerb ranks 520th among Vitamins & Supplements sites.
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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.
Please be careful for I went through the worst experience i ever received in mywholelife, the costumer service treated me so bad, the Ups delivered Iherb package damaged and left a notification for the Iherb but the Iherb costumer service didn't care, tried to reason with them on chat room for 4 hours but they continued by saying they don't care to solve it, as simple as calling UPS. The Iherb is scam, and is so terrible 😫 a real nightmare
Dear Valued Customer,
We are sorry for what you have mentioned in your review and we want to help. However, we need the order number in order to do so. May you please direct message us here on SiteJabber with the order number? Once received, we should be able to investigate further in an attempt to come to a resolution. Again, we apologize for any inconvenience and hope to hear from you soon.
I had been an iHerb customer for over 10 years. Always felt uneasy that they have no customer svc phone# nor live chat (they have live chat button, but it is NEVER active). Then in Dec 2023 I had an issue with a product I rec'd. I was emailed info about how to access a return label. I used it and then the issues began. After pkg was returned to iHerb, I heard nothing. I sent several inquiries via their online contact and email. Nothing. Finally my credit card refunded my $. I decided to close my iHerb acct. Instead, they blocked my acct for suspicious activity. Took days for them to reactivate the acct. I want to knw:what was the suspicious activity detected? This is serious but they are not responding to that. I think their customer svc is all automated. They even send emails with links to NONEXISTENT pages for additional help. About to contact the BBB.
Dear Valued Customer,
In relation to your request to have your account deleted, we have taken action and deactivated your account. Your account can no longer be accessed and no orders can be made with your account. You will no longer receive emails from iHerb to the deactivated account's email address unless it is a reply to an email that you send to us first. In that sense, deactivation is the same as deletion.
We are legally obligated to keep your records, including Personal Information, in our systems to fulfill our obligations to you as a merchant and to comply with applicable law; including taxation laws governing record-keeping requirements. We will retain it for as long as it is strictly necessary to comply with a legal obligation to which we are subject or that are strictly necessary for the establishment, exercise or defense of legal claims.
Thank you for choosing iHerb.com, we strive to provide our customers with a pleasant shopping experience and hope to serve you better in the future.
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.
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.
It's been over 20 days since they've received my unopened package, and they still have not refunded my bank. An order over $100
Order # *******
Dear Valued Customer,
We are sorry for the experience in you review and we want to help. However, we need the order number in order for us to do so. Please contact our Customer Support team and provide as many details as possible, including the order number. Once received, our Customer Support team will quickly resolve the issue.
We are standing by to help and hope to hear from you soon.
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!
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.
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.
I purchased lovebug baby probiotics from iHerb's Ebay store. It was my first time ordering probiotics and I was a sleep-deprived new mom. It wasn't until I received a second bottle and saw what it should look like that I realized the first was rancid (cloudy, clinging to the sides of the bottle) and I had used it all on my baby. I also realized the first bottle had NO expiration date. So very upset with iHerb and lovebug. My second bottle had a plugged dropper. I got such a run-around when I tried to get a refund, it was ridiculous. They even deleted the order so it disappeared from my Ebay account. Ebay ended up refunding me because iHerb would not. One bottle had a coupon for another free bottle. When I tried to redeem that with iHerb they were incredibly confused because I didn't have an Amazon order number. The customer service rep didn't know what to do with an Ebay order number. It was all incredibly sketchy, very time consuming, expensive, but most importantly, concerning due to having given my child a potentially illegitimate and spoiled product.
Dear Valued Customer,
We are sorry to hear of any issue and want to help. However, we are unable to do so without the order number being provided. May you please either directly message us on SiteJabber with the order number or contact our Customer Support team using our official site or app? Once received, we should be able to help further.
Regarding deleting orders, we are unable to do that so we are unclear as to what may have happened or what you may have experienced. Regardless, we are here to help and hope to hear from you soon.
My order is one week past due. The platform gives the option to cancel the order when late, but the function doesn't work. No way to contact the company. It looks like I might be out $74.
Dear Valued Customer,
We are sorry to hear of this issue and want to help. However, we need something to reference the order so that we may do so. You may contact our Customer Support team by going to our Customer Service/Customer Support page and choosing any 3 options to get help. We offer 24/7 email support when you select 'Write a message', live chat support during the available posted hours, and our Virtual Assistant which can help with the most common questions.
We are standing by to help you and hope to hear from you soon.
I've had two separate issues with iHerb, neither of which was resolved.
Once, I ordered a package with oils which supposedly were damaged during delivery and the package was sent back to the carrier (iHerb). Ive written to them twice to ask about a refund or whether the damaged products would be resent to me. No answer.
Recently, I ordered a product I can't find anywhere else online (if I could from another seller…I would) and there is no transaction record anywhere. I closed the confirmation page and went on with my day. Weeks passed and it still have not received my product so I checked my e-mail to see if it had shipped, only to realize then I haven't received a confirmation e-mail or anything. Checked my bank statements and I have been charged for the product.
Anyway, he very careful and tread lightly.
Dear Valued Customer,
We want to help and apologize for what you have mentioned in your review. However, we need the order numbers in order for us to do so. May you please provide that in a direct message to us here on SiteJabber? If more comfortable doing so, you may also contact our Customer Support team who can assist you further.
We are standing by to help and hope to hear from you soon.
Good evening,
My order is *******. I made my order on 29/10/2023 and heard back nothing from you. Few days ago I tried to contact your customer support servise and I was told that my account is inactivated and my order was cancelled! I have a question,why my account was inactivated and needs further investigation?
You decided to deactivate my account without letting me know! You decided to cancel my order without letting ME know! You never sent me an email with refund! How does it work? Do you think it legal to act like this?! I need my Refund urgently!
Dear Valued Customer,
We are sorry for this incident. Account security, customer privacy and customer safety are our highest priorities. Although we utilize the latest preventative and detection methods, in this instance, we fell short. As a result, the order was cancelled and the pending transaction voided.
Once the transaction was voided, the funds should appear back in the financial account associated with order payment within 7-10 business days. Should you not see this occur, we suggest contacting the bank, card issuer, or financial service used to place your order as any issue would be occurring on their end.
Your account has been reactivated and, again, we apologize for falling short in this instance. Should you have any questions or concerns, please don't hesitate to contact our Customer Support team.
If there is 0 star, i would have given. Never ever purchase with them!
They recevied my returned, had proof of the tracking signed by their staff and yet refund me
They refused to refund me because they said they didn't receive. But clearly it was signed by their staff.
Also their return policy is just customer friendly. The return has to be received by the order date. Most company will use the receiving date because some times the shipping takes longer to be received. So it will make it like only 14 days or something.
Anyway, i will never purchase from this site anymore and i will tell all my friend. And i file dispute! Bad bad bad.
Dear Valued Customer,
We are sorry for the issues mentioned in your review and we'd like to investigate further in an effort to help you. However, we need the order number in order for us to do so. May you please message us directly on SiteJabber with that information? Once received, we can expedite this matter to help you in a timely fashion.
We are standing by to help and hope to hear from you soon.
Once your card is charged, you are at their mercy.
Its is very difficult to get to their customer service, items ordered doesnt arrive by estimated dates, one estimated date over, suddenly there is no delivery date shown as to when you can expect to get product, even though their app shows allegedly product has arrived in your country. And it is very hard to contact them for any info.
Be cautious when buying from them
Dear Valued Customer,
We are sorry to hear of any issues and are glad to help. Also, thank you for providing the tracking information so we could reference this order. After doing so, it appears the carrier has attempted to deliver your order unsuccessfully and is asking that you contact them directly to arrange delivery. This last update is from November 3rd. Please contact them as soon as possible to arrange delivery or to see what is preventing them from completing delivery.
After doing so, should you have any further questions, please don't hesitate to contact our Customer Support team.
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..
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.
My order was marked delivered but I never received it. You cannot contact them by phone. Their customer service is through an automated chat, and then you have the option to chat with a live agent. Agent told me my order was delivered by my garage door or side door which I have neither. She processed a refund, hopefully I'll receive that. When I placed my order I went by the iherb website reviews, but today I googled the company reviews and were negative stating that the company has gone downhill. I should've done that before.
Dear Valued Customer,
We never want anyone to have an experience such as the one your reported. However, we are glad our Customer Support team was able to offer the refund. Refunds typically take 7-10 business days to finish processing and appear back in the financial account associated with order payment. If you need any further help or have any further questions, please don't hesitate to contact our Customer Support team.
The first time I ordered from I-herb they sent me several emails stating that my credit card payment was declined. CC company said tge problem was with IH. After more emails, some reiterating the original message or telling me that my order was about to be or actually was canceled, others saying it was en route, I received it. Now, here we go again!*
Get your act together I-herb, this just isn't good enough.
Dear Valued Customer,
We are sorry for this experience and would like to investigate what occurred further. However, we need the order number in order to do so. You may direct message us here on SiteJabber with the order number or you may contact our Customer Support team.
We apologize for any inconvenience and hope to hear from you soon.
I made and account then made an order with in minutes of making the order they took the money out of my account and then blocked me account. Won't let me log in or anything
Dear Valued Customer,
We never want anyone to have the experience you reported and want to help. May you please provide the order number in an updated version of this review? You may also contact our Customer Support team who may help quickly resolve this issue as well.
When an account is deactivated, the pending order is cancelled and the transaction is voided. IHerb never receives payment for orders until orders have shipped to avoid any issues. If this occurred, the funds should have been voided and appear back in the financial account associated with order payment within 7-10 business days.
Regardless, we are standing by to help you further and hope to hear from you soon.
... for the worst. Used to buy vitamins others had not or overpriced and all was well.
The new changes include a) posting item for sale with photo to verify only to ship the brand, different version, claiming old version now new BUT new lacks some/all ingrediants of "old" = bait & switch THEN b) return shipping label link BROKEN, they send again, still BROKEN, so then they say go get it this other way... with little care, sorries nor when label links might be fixed. UGH not worth the savings henceforth, even if the rest of this gets fixed... another customer lost forever.
Dear Valued Customer,
We never want anyone to have less than a 5-star shopping experience with us and sincerely apologize. Manufacturer's may change the production of their products in any way they see fit. This is beyond the control of iHerb. However, most changes are only in the packaging and our teams work tirelessly to update content on our site. However, it sounds like we may have failed to update this content for a product which you want and we sincerely apologize. We'd love to look further into this to assist you but we need the order number in order to do so. May you please provide that in a direct message on SiteJabber? You may also contact iHerb Customer Support for further assistance.
Regarding the return shipping label, what is occurring or what are you seeing when you try to open it? What device are you using and, if our app, are you using the latest version?
We are standing by to assist you further and hope to hear from you soon.
I have tried to confirm me email 30 times, you have 60 seconds to enter code but it trakes 10 mins for the email to come through. So you go back around the loop again. Not able to send them a message without getting a stupid robot trying to direct you around in circles. I have used this place before had no problems. My order was sent back because the courier driver left the ( not delivered note) in a bad place got send back to you. Then when i requested delivery again it was denied. I have no idea why and again they are not able to contact me as i am not able to verify my email due to there stupid 60sec rule on the confirmation when it takes 10 - 15 mins for the email to come through.
Dear Valued Customer,
We are sorry to hear of this and understand the frustrations that must be occurring. We suggest using a different internet source or a faster internet connection. Emails are triggered automatically but something must be preventing it from arriving to your inbox in the desired time. We also offer a text message verification as well. However, we would need further information to fully understand the problem. We suggest contacting our Customer Support team who should be able to assist you further with any issue you may be needing help with. Simply go to our Contact Us/Customer Support page and choose to either talk to an agent during the available live chat hours or to write us a message and an agent will respond in just a short period.
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!
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.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
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.