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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 581st 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:
Lots of products to choose from, found great prices on supplements that would have cost me twice as much elsewhere. My only complaint is shipping, first few times it was fast and everything arrived no problem, the last time the package was lost and they did not reply to any of my emails, then finally after a few months I got a partial refund. So if you buy from them make sure you pay a little more for shipping to ensure you get it each and every time.
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.
I purchased from iHerb for the 1st time, so I can't comment on deliveries just yet. IHerb does not use a phone number and only directs me to it's automated customer service. I can't login to my account and it has been inactive for no reason. The site says accounts will become active 1 hour after a login error, but this has not happened. I've sent in an email and ticket but got no response from the company for 2 days. I don't know my order status despite subscribing to the SMS update service. There are no updates or menu options in the SMS service. There are too many restrictions just to get updates on my order!
Products used:
Lotion
I placed an order with iHerb 3 weeks ago. Ones I made the payment they sent me a confirmation email BUT 2 days later I got an email saying my order was cancelled and I haven't received my money back. I've tried emailing the company and they still haven't refunded my money. I never had an experience like this and I'm very frustrated as they literally won't return any of my emails or calls. Don't trust this company they will take your money and you won't be able to get it back.
Tip for consumers:
Don’t use this site they took my money and I haven’t gotten a refund or my order after 3 weeks
Products used:
none! i never got my order and i didn’t get my money back either
Dear Valued Customer,
We are sorry to hear of this and want to help. Typically, when this occurs, it is due to failure to verify the payment method after being asked to do so. We want to help you further but, in order for us to do so, we need the order number to reference. May you please provide that in an update of this review or direct message us on SiteJabber? Again, we are sorry for the frustration this must have caused and are standing by to help.
IHerb used to be a good service that I liked to use in the past. They have gone to $#*! unfortunately. The order flow is broken in multiple places, and if you're lucky enough to get an order through, it's delayed by several weeks. AVOID.
Dear Valued Customer,
We are sorry to hear of the negative experience you have reported. What issue was occurring specifically for your address? We have times working on improving every aspect of the shopping experience and we will expedite any issue you make clear to us for them to resolve. Also, what is the order number? We are not currently experiencing any major delays. Customers in Kazakhstan are having issues and, in some countries like the Ukraine, COVID protocols and government restrictions have caused slight delays. We hope to hear back from you with the order number so we can look into any issue further.
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.
Tip for consumers:
Do your company research. Do not go by the company’s website reviews.
Products used:
Never received my order.
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.
Terrible service if there is a problem. Iherb are fine if no problem.
I am having my second problem in 2 weeks, they never resolved the first one,( somehow that got resolved with someone not from iherb as an aside). Now, I am going through the same nightmare, back and forth day by day with their advisors wasting my time as they DO NOTHING, and do not pass you to technical and attempt to resolve the problem. Iherb always used to get lots of bad reviews for customer service, I now strongly suspect they have bought in some false "good reviews" that unfortunately is becoming common practise.
Tip for consumers:
Terrible service if there is a problem. Iherb are fine if no problem.
I am having my second problem in 2 weeks, they never resolved the first one,( somehow that got resolved with someone not from iherb as an aside). Now, I am going through the same nightmare, back and forth day by day with their advisors wasting my time as they DO NOTHING, and do not pass you to technical and attempt to resolve the problem. Iherb always used to get lots of bad reviews for customer service, I now strongly suspe
Dear Valued Customer,
We love supporting our customers and want to do the same for you. First, we apologize for any technical issues as you mentioned you may have encountered above. We have likely patched the technical issue by now as we work around the clock to resolve and prevent these instances from occurring. If it is an issue with an order you placed, we may expedite this by having you provide the order number in your review. We also never pay anyone to leave a good review of us as this is unethical and sites look out for any reviews which are not organic. They use state of the art software to prevent this as well as consumer reporting.
Should you decide to provide us with any further information or an order number in an update to your review, we look forward to assisting you.
I received the wrong product ( collagen power) Tried 3 xs emailing with pictures. All I receive back are repeated emails for the same request. I am now going to call my credit card Co and dispute the charge for not receiving the correct item.
Products used:
None
Dear Valued Customer,
We want to help, however, we need photos of the barcode which also discloses the SKU number. This needs to be checked to reference items in our inventory to track any possible error made. Please provide this to our customer support team and they will gladly assist you further. You may also, provide this and the order number through a direct message on SiteJabber and we will expedite this matter.
We are standing by to help and hope to hear from you soon.
Dear iHerb team, I have been a returning customer for quite a while, but I was disappointed about the service I received today. I ordered food item which arrived quickly. When I opened the bag, the food inside was hard & stale. I contacted customer support, but still no response. I lost hope, and had to throw all that food out. I was quite shocked when I found stores sell the same products, but cheaper and with better quality. I am sorry, iHerb, but I will not be shopping here again.(The image shown does NOT belong to me, but my chips looked very similar.)
Dear Valued Customer,
We sincerely apologize for this and this is nothing we want any of our customers to experience. Our quality standards are extremely high and, it is apparent by the incident you have reported above, that we fell short of such standards. We would love an opportunity to make this up to you and to show you how much we value both your loyalty and business.
In order for us to do so, we kindly request that you email us at appsupport@iherb.com and include the order number of concern. Once we have received this, we will quickly resolve this manner. We stand by and can't wait to help you!
On May 18,2022, I received my order of 2 cans of baby formula. Both cans had an expiration date of Feb 2022. This company is taking advantage of desperate parents, during the formula shortage. SHAME ON THEM! They have no customer service department, nor a chat service with a live person. The chat room is a robotic system, with robotic generated questions and answers. DO NOT order from this company. You will have to dispute the charge with your credit card company... read the reviews on the Better Business Bureau!
Tip for consumers:
Do not order from them, expired products, and no live service assistance
Products used:
Formula, same brand from Target
Dear Valued Customer,
We regret to learn of any issues and want to review any decisions that were made. May you please provide the order number so we can reference this? Once received, we will gladly expedite this matter to assist you as quickly as possible.
We are standing by to help and hope to hear from you soon.
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
Tip for consumers:
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
Products used:
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.
Tip for consumers:
If there is ever an issue with an order you are at the mercy of iHerb's horrible customer service. If you contact them demanding a response, they block your account and shut you out of their email.
Products used:
Health supplements
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.
I purchased some vitamins and skin care product from this app, the application never asked me about name or anything except address and paying method. After my items arrived I came to know that I can't really get them as they are under my company with was mentioned in the address. My company has to do clearance but need a lot of documents and ministry permission so they refused. Now only I came to know that I should create profile in this app and they automatically maybe put my name from my profile. Overall I am very disappointed with the app. I can't get my items
Dear Valued Customer,
We regret to hear of any issues. When shopping with us on our app, customers have to make an account and complete the required profile information. If a company name was used instead of a personal name and this caused issues, there is nothing we can do except the suggestion to change this information. We are glad you have identified the issue and hope this helps you avoid any complications in the future.
We wish you the best of health.
I have been buying from iHerb for years but no long. Twice now I have submitted honest reviews and they have been rejected. Obviously this same issue is happening for other customers so their review system cannot be trusted.
Tip for consumers:
Don't trust their ratings, it is biased as customer service reject low star ratings.
Products used:
Vitamins, supplements etc
Dear Valued Customer,
We apologize for this and understand your concern. This review was removed as it was a damage claim which our Customer Support Team can assist you with and not a review of the actual product itself. We never block negative reviews with the intention of deceiving customers as doing so would be highly unethical. We recommend going over the User Generated Content Agreement, as well as, some of the tips we provide while customers are writing reviews. Other times reviews will be removed due to containing medical advice or unfounded claims as it is against the law for us to give medical advice ourselves or on any public facing forum.
We hope this has cleared things up with you. We look forward to receiving your support request so that we can look into taking care of you for the damaged items. Again, we apologize and look forward to assisting you if we haven't done so already.
During Iherb's 26 % discount offer, two members of my family from different iherb account ordered supplements for kids amounting between $450-500(after discounts). After 15 days of order confirmation they suddenly blocked our account & rejected the order. This is just unacceptable. Their customer care is almost non-existent & pathetic, they take so many days to reply by email. This is just so frustrating to expect such service from this company. They should not provide such discounts & later block/reject the order. Shame on them to provide this kind of service.
Tip for consumers:
Use amazon or may be other sites
Products used:
Nothing. they just blocked the order after 15 days of order confirmation
Dear Valued Customer,
We regret to hear of this and want to help. However, we need an order number in order to do so. May you please provide the order number in an updated version of this review?
We are standing by to help and hope to hear back 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.
Choice of products, price, shipping lead time are just fine...
I would however not recommend ordering from Europe as IHerb has no european Platform to ship from ( the fact that both currency and language sound "local" are very misleading). All goods are shipped in reality from the US which means terribly high custom taxes.
I only ordered 1 bottle and it shows on my account as "recurring". Another online company charging customers for something they did not order. Everyone who has complaints should contact the Better Business Bureau and the Attorney General's Office.
Terrible customer service - just ignore you when there is a post-sale problem - they have your money so what do they care? A $50 order went missing - on tracking website saw it was sent to another country completely - iHerb don't even respond to my queries - very disrespectful of customers - after years of buying from them won't be doing it again. Rude and unethical so how can you trust them with your health?
IHerb has an enormous selection of natural products, prices are amazing and delivery is speedy. What more can one ask? I believe I've saved hundreds of dollars over the past few years by shopping with iHerb.
I wanted to buy four 10 ounce jars of jelly from them. When I went to check out, it said they could not be send with the free shipping option because the package would weigh TEN POUNDS. I tried dealing with customer service via chat--even got a live person to chat. But all that person could do was show me what I'd already seen... 10 pounds. While I was waiting for a supervisor to help, I looked at the reviews here. So GLAD I did... my gut feeling was confirmed by all the reviews saying how unreliable this company is. I should have known that a site that doesn't offer a phone number would be sketchy. Now I think I was "chatting" with some poor person in a third world country being paid pennies. Terrible!
Dear Valued Customer,
We would like to look into this matter further to ensure no technical issues were the cause of this. However, if all items in your order exceed carrier required thresholds, charges will be applied. If this was the case, we'd recommend placing separate orders or altering your cart if you wish to receive free shipping (which may be negated based on order weight and carrier restrictions which are beyond our control).
We are always trying to improve our customer support experience and your feedback will be shared with internal teams for such purposes.
We wish you and your loved ones nothing but the best of health!
Luv them seriously, I have placed four orders and have never had an issue. Not only is their selection top notch but I've always had fast and affordable shipping which makes me happy. Occasionally, I've received free small gifts with my order and I luv the special offers when I buy things together.
Some of their items are high priced but since they have so many brands, I just usually search until I find a price point that I'm comfortable with. The reviews are also very helpful.
Definitely the only place online I'll buy Supplements from anymore.
I would have no complaints except I was slapped with a £21 customs duty just for ordering some protein powder! When you add this to the price its cheaper to buy on amazon! These hidden charges and the actual price you will be paying should be made crystal clear on their website. I see many people are complaining online about the same thing but it seems i herb are NOT listening to their customers feedback!? For this reason id say leave them alone If they cant respect customers outrage and misleading advertising of product pricing.
Me and my friends really enjoy online shopping at iherb. The reasonable prices give us a chance to try out a variety of products from all over the world. Skin care, beauty supplements, make up. The shipping is unbelievably fast. They have daily deals and trials.
Ordered 3 items didn't need one sent for return; when ups showed delivered few days later no refund emailed and later same day item found in warehouse, refund processed, apology email sent; seen lot of negative reviews but best prices when i was buying and friendly apology email; perhaps more out-there products are harder for them to manage since they might dropship or similar
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 sincerely apologize for this experience and would like to make it up to you. If you are still experiencing issues with logging in, please contact us by speaking to a live agent during the posted available hours or by selecting "Write a message" and a live agent will respond to you within a few hours. This is nothing we want customers to experience and would love to help.
We look forward to hearing from you so we can support you through this.