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!
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've used this company for a few years and I've always been pleased.
Their prices are lower than most, they have a low dollar amount for free shipping, and I've always had fast shipping. It took just one day with the last order.
I'm not sure why there's so many negative reviews, but I wanted to share my own experiences. I've never had a bad experience with this company.
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!
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.
Order never came in. Ostensibly there was an attempted and failed delivery, but instead of trying again at a later date like normal people, their carriers will return it back to sender.
However, I'll give 2 stars as I was promptly refunded following this incident (I had to put in a request, it was not done automatically).
Dear Valued Customer,
We regret to hear of this. Some carriers, depending on the country and region, will make one attempt and then require customers to pick the order up from them. However, we would love a chance to look into this further. For us to do so, we kindly request that you please provide the order number associated with this incident. Once provided, we can promptly investigate the matter to see what occurred on the carrier's side. We hope to hear from you soon so we can show you how much we care.
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.
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.
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
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.
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!
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.
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.
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.
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.
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.
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.
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!
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.
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.
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.
Overview
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 519th among Vitamins & Supplements sites.
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Company Representative
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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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 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.