On Sitejabber, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
iHerb Reviews Summary
iHerb has a rating of 1.5 stars from 324 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 518th among Vitamins & Supplements sites.
We monitor reviews for authenticity
If they screw up your order, there's no one to help! Good luck and look elsewhere for product. Iherb is useless
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.
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.
Somebody used my paypal to order a subscribe and save item for $47.75, and I'm afraid it may happen every month now. They used my name, but the shipping address is Florida (I live in Iowa). If that wasn't enough, I can't login to my account to get the order number. I tried to create another account, hoping my old information would show up, but it didn't. So I closed my paypal account and cancelled my credit. It's a huge inconvenience because somebody fraudently used my information on iHerb's website. I wish it was more secure, but my trust is gone. Oh, and customer service is near impossible because they don't actually talk on the phone. They use a "chatbot" which makes it extremely difficult to know if they got all the information. Their customer service is a joke!
Dear Valued Customer,
We regret to hear of this and would like to look into this further. It is likely that your information was gathered from other online purchases or payments made at other sites. Regardless, please contact our Customer Support Team for assistance and they will expedite this matter. While we do have the chatbot you mentioned, we also have 24/7 email support and live chat support during the available posted hours. If using email support, please allow up to 48 hours for our teams to investigate this matter and respond.
Again, we sincerely regret to hear of this and hope to hear from you soon.
Long story short. I changed my email, however, used my same credit card along with same address to purchase items. My order was cancelled and explanation was they were waiting for a security code from my credit card... bullsh!+!. My card is the same card used in all transaction then their next reason after me telling them not to insult my intelligence. The next explanation was that they thought it was a security breach suggesting fraud. Really! More bullsh!+! So someone broke into my account reordered the same items to the same address with the same credit card. What I realized was a got another discount for new email address and the company didn't want to give since I had ordered previously. In addition, after claiming possible fraud "customer service wrote we noticed the same address being used please go into your account and repurchase items". Just say you don't to provide returning customers discounts. The worst customer service ever. Don't buy from iherb.
Dear Valued Customer,
We apologize for any confusion and promise that we do not deactivate accounts because we do not want customers to receive offered and promoted discounts. This may have been a mistake on our end but without any account reference we are unable to investigate this matter further. Accounts are typically deactivated due to security concerns. Also, we may request, as in this instance, for the customer to provide the transaction number for a purchase to ensure an account was not compromised. This may be provided by contacting the financial institution associated with order payment and they could provide this to you. Customers have 48 hours to provide this information or else orders are cancelled and all pending transactions are returned to the account.
Should you have any further questions, please do not hesitate to contact us and we would be happy to assist you further.
This is only the second negative review I have left in my lifetime. I don't tend to review things one way or the other because it takes time. However, the experience that I had with iHerb was extremely frustrating and I will certainly never order anything from their company again. I see that many other people have had similarly negative experiences as well. I ordered several items and paid extra for 2-day delivery because I was going out of town and needed to take the ordered supplements with me. I have ordered 2-day delivery from Swanson and other companies with no problem. If only I had ordered from Swanson this time. IHerb has some great prices, but this makes little difference if your item/s never arrive. It has been almost 3 weeks and I have not yet seen my order. Two day delivery... at this point I would be happy if it had been a two week delivery. I would like to request a refund but cannot do so because my account is somehow "inactive." I have tried multiple times to reset the password or to even be able to access information about getting a refund, but it is impossible to get info about the refund without logging into my account, which requires a password that I am unable to get. I have tried everything that seems available on their site but to no avail; no response from customer service other than a useless chat bot and automated email. They indicate they will send a code for a password reset but the code never arrives. This is literally the worst customer service experience I have ever had with an online retailer. At this point I am doubting I will see either my order or to obtain a refund given the inadequacy of their response so far which is non-existent.
I ordered products. Got an email to get "verification code" from credit card. I called my credit card. They said it already had been approved and paid. TODAY THEY CANCELED MY ORDER. There is no way to contact them directly other than write this review. BE FOREWARNED! THERE IS A PROBLEM CONTACTING AND GETTING PRODUCTS FROM THIS COMPANY!
Dear Valued Customer,
We apologize for this and would like to address any confusion. We ask for such information to prevent customers from becoming the victims of cyber crime. This information, regardless if the order has been accepted and funds are pending, needs to be provided to us prior to orders being released. Customers typically have 48 hours to provide this information and the transaction code should have been provided by the financial institution. As it was not, the order was cancelled and all pending transactions were returned to the account associated with order payment. Although this may be inconvenient at times, this process has prevented thousands of customers from becoming the victims of cyber crime. We appreciate your understanding regarding this.
Should you have any further questions or concerns, please do not hesitate to contact our Customer Support Team.
I was reading reviews of a supplement on Google and noticed that a lot of the 5 star reviews came from iHerb customers that haven't even used the product yet or reported results that aren't even claimed by the manufacturer. In this case, Hydroxycut non-stimulant for weight loss via vitamins, apple cider vinegar, green coffee bean, and caffeine: NOT appetite suppression or water retention reduction. I did some research and learned that iHerb offers reward points to people for reviewing products. They are encouraging consumers to lie about the efficacy of their products.
Dear Valued Customer,
We have an amazing Rewards Program which encourages customers to review products, rather positive reviews or negative reviews, which they have purchased. Customers may then use Rewards credit, granted for positive or negative reviews, on their next purchases. This is an amazing tool for our community and thousands of customers make decisions to purchase or not purchase products based on this authentic user generated content! Customers must have purchased that product to be able to leave reviews. We also moderate content to ensure it abides by the User Generated Content Guidelines and take quick action against any sort of abuse.
The iHerb community is ever growing and the insights customers are able to provide on products they have purchased have proven to be valuable to customers all over the world. We encourage our worldwide community to share their experiences with our over 35,000 product offerings so that customers may find the right products for their needs!
We wish you nothing but the best of health and, should you have any other questions or concerns, please don't hesitate to contact us.
It seems that they are not here for business, or only for business that comes by itself, without any effort to satisfy customers.
First of all, they don't have any phone number listed on their site, for any problem that might occur during visiting their website.
Second, they don't have any email address listed to be able to contact them in case any problem with accessing their website. They have chat options, but in order to get to a human, you must verify first your account. So, if there's a problem on their site, which there is, and you can't have access to your account, there's no way to notify anyone about it.
Dear Valued Customer,
We understand the frustrations you may have encountered. For those who cannot verify their accounts to speak with an agent with live chat, we offer 24/7 email support for customers with a live agent. This is available by selecting 'Write a Message' when on the Contact Us page. Please include as much information regarding what you are experiencing and an agent will respond shortly.
Judging by the screenshot you provided in your review, are we correct in that you encountered an error during the checkout process using a desktop computer? If so, which country are you shopping from? This information is important for us to know when troubleshooting this experience.
Regardless, we are standing by and waiting to receive your message and promise that agents respond in a few short hours, at most, when writing us an email support ticket.
They stole my money!
I ordered for 70usd, the tracking number says my package was returned. I contacted the customer service several times but they wouldn't reply.
Dear Valued Customer,
We are sorry for this reported issue and would love to support you through this. If your package was returned to us, a refund should have been processed. We recommend proceeding to our "Contact Us" page and selecting either of the three methods you would prefer to receive assistance. If choosing to create a support ticket by selecting "Write a message", we kindly ask that you allow around an hour for an agent to investigate and respond back to you. You may also update this review to include the order number or tracking number of concern so we may expedite the process.
We hope to hear from you soon so we may show you how amazing our Customer Support is.
This used to be a reliable company, but they're shifty thieves now, so I made an account specifically to warn people here. I am dealing with the same things so many other people here have noted: I put in an order, was charged for it, and then was unable to log in again or check tracking. They have no customer service. They don't pick up their phones and they take about a day to respond to messages. (They completely ignore emails.) They're just giving me the runaround, pretending like they care. My account was deactivated for absolutely no reason, and they're just giving me the runaround to avoid speaking to me because they have my money. After reading other people's experiences having the same problems, I'm just glad I didn't spend thousands of dollars with these crooks and liars. Dishonest, thieving, and shady. Stay away from this company.
Order #*******
Dear Valued Customer,
We understand the frustration this must have caused and sincerely apologize. After looking into the account associated with the order number it appears that we had mistakenly identified it as a fraudulent purchase. We sincerely apologize as this was not done intentionally to keep money or for any other unethical reason. On the contrary, we utilize the latest state-of-the-art fraud detection software as well as other techniques to identify fraud. This is done to protect our customers from becoming victims of cyber crime, which is becoming rampant with other companies.
The money was refunded and if you have any other concerns, please do not hesitate to go to our "Contact Us" page and select either of the 3 methods available for support. We wish you the nothing but 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.
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.
It is my several times to order from their site, and they are scam, never received my parcel and each time said I refused to accept it. Completely fraud, never never buy anything from them
Dear Valued Customer,
We promise we are a 100% legitimate business and not in the practice of committing fraud. Accordingly, we understand the frustration any incident such as you described would cause. We would like to look into this matter to ensure the carrier is performing up to standards, as well as, to take care of you. However, we are unable to do so without an order number provided. May you please update your review to include the order number or go to our "Contacts Us" page to get in touch with customer support?
We look forward to hearing from you so we can show you how amazing our customer support is.
We have ordered from iHerb for a while and have been pleased with their products. I recently had a delivery problem. OMG, trying to get this resolved has been a nightmare. They are reducing costs and customer service no longer accepts phone calls. You are directed to their email or a chat session. They direct you first to their autobot chat which is one of the worst I've seen. Overall trying to explain the problem and get resolution was difficult. This is all about cutting costs and nothing about servicing the customer. I don't even care if I get the product now. I will just order it all on Amazon. At least they take care of their customers. This was my last order with this place. There is no focus on the consumer here at all. Bye Bye iHerb! Good luck with your cost saving program.
Dear Valued Customer,
We want to only offer our customers the best possible customer support and, as apparent by your review, we fell short in this instance. We sincerely apologize for this but we would still like to help you. While we no longer offer phone support due to our global customer base simply being unable to get supported by phone agents in an efficient manner, we do offer 24/7 chatbot support (as you mentioned), live chat with an agent during the available posted hours, and 24/7 email support with a live agent. Should you choose to get support for this matter, please proceed to our "Contact Us" page and select the 24/7 email support "Write a massage" or ask for a live agent during available posted hours.
We are a customer driven company and would not be the go to store for millions of customers around the world if we weren't. While we agree there is always room for improvement, we are striving for excellence everyday and hope to make this right by you. We are standing by to help and hope to hear from you soon.
My account was hacked and an order placed without my knowledge. Useless customer service. Had to open a Pay pal case. Been 6 weeks and still trying to get a refund. Customer service is terrible and they don't know what they're talking about. Never using this company again.
Dear Valued Customer,
We take account security extremely serious and would be happy to expedite this investigation should you provide any order number or email account associated with the iHerb account. Of course, you can direct message this information here or by contacting our Customer Support department.
We hope to hear from you soon and wish you the best of health.
Really a shame to see a friendly, low-key company turned into a relatively large corporate entity. They were a really super, high quality company for decades. Now I even understand they are partially owned by a Huge Chinese Company. (Nothing against the Chinese part, it's the huge, not local $ I dislike.) You can trace the devolution of the company by the many, many different discounts they've tried. My favourite were the VIP days when you could get a large discount whenever you liked, based on how much you spent. You could always reach someone locally by phone. Shipping was always super fast, and packing really professional. It's such a shame that success seems to mean growing ever bigger, which rarely means better. As we can witness in this case. Also they had the absolutely best price discounts on brands like Healthy Origins. Now they don't even carry the line anymore. And they do seem absurdly to go out of their way to cancel accounts and orders that is really puzzling, and laughingly misdirected.
Dear Valued Customer,
We apologize for any issues you have encountered. We have substantially grown over the last few years as our customer base has become global and grown exponentially. Accordingly, developments had to take place to meet the demands of an ever growing global market. We still offer amazing ongoing discounts and promotions, now offer free, flat rate, and/or DPD shipping options for many countries, have opened up several more distribution centers around the world to better service new and developing markets, and have had to come up with more efficient ways of meeting the extremely competitive and ever-changing demands of a global market.
While we have had to change in several areas, all the changes have been customer focused and data driven. We still offer over 30,000 of the most highly demanded products at the best prices and with unbeatable global delivery times. We will continue to listen to our amazing customers like yourself and make business decisions based on your needs and the data we see.
We hope you decide to give us another chance to show you how amazing we are and wish you the best of health.
Hey I do not know what happened but I found iHerb through Instagram. When I clicked to visit their website, I didn't purchase anything yet and just looked through the website. A few days later, I received a message from my bank saying that around 33 dollars was charged from my account! (Sorry I am from Vietnam so I can't get the exact value). I am now extremely confused because I have never purchased from this website at all and I believe that my information has been stolen for some reason. The one time I have ever interacted with this website was through instagram and I did not make an account, or any purchase at all. Please help.
Dear Valued Customer,
We are sorry to hear about this incident. We take customer security extremely serious. Any breach of security, which is an extremely rare occurrence, we act on immediately. If you just looked through our website and went to the real iHerb website through Instagram, without providing any further personal information, then your personal information must have been stolen from another site where you purchased products from. Again, we are sorry to hear of this and you may always contact our Customer Support. However, judging by the brief information you provided in your review, this breach of personal information was not a result of simply visiting us.
We hope you have contacted your bank and had all cards paused and have taken other necessary precautions. We wish you nothing the best and hope you get to the bottom of this soon.
IHerp should be ashamed of their selves. Their website is so pathetic it could not even send me a temporary user code so I placed my order with Swanson Health and all was well. The only other sad part was I was trying to buy some vitamins on Amazons website and it sent me to iHerb.com... what has happened to the good old days when Amazon was simple and straight forward. Amazon doesn't care about it's customers either only about generating income from advertisers and trying to shove as much junk as they can in front of you.
Dear Valued Customer,
We regret to hear of this experience and would like to provide support. The temporary user code will only be received if the correct phone number or email account, which has been registered with iHerb, is provided. If not, the code will not be sent. This is done for security purposes. It is likely that the email and/or phone number provided is one which is not associated with any iHerb account. Should you want further help, please don't hesitate to reach out to us at info@iherb.com and one of our excellent customer support agents will get back to you shortly.
We hope you have an amazing holiday season and wish you nothing but the finest of health!
They cancelled my order for no reason! There is nobody to speak with, only a robot! Owful customer service!
Dear Valued Customer,
We regret to hear of this and would love to assist you as much as possible. In order for us to do so, please contact info@iherb.com with the order number of concern. IHerb abides by the strictest security measures in the world to protect our global customer base from cyber crime. These high standards have prevented countless numbers of customers from being victimized and that is why they are in place. We are standing by and waiting for your contact so we can show you just how amazing our customer support is!
DO NOT WASTE YOUR MONEY HERE!
I am a new mom, in the middle of this pandemic and went to this website to purchase my prenatal vitamins... when they arrived, I checked all the expiration dates (on the 6 boxes I ordered) and they ALL will be expiring in only a few months. I emailed customer service to tell them the issue and how I will only be able to use 2 boxes before they expire and they just said I could have $10 off my next order or I could send them back, but they don't pay for shipping!
Completely TERRIBLE customer service! Clear to see they are scam artists as a company as well.
DO NOT WASTE YOUR MONEY HERE!
Dear Valued Customer,
We apologize for what you have reported above. Please email appsupport@iherb.com with your order number and details about what occurred. Once we receive your email we should be able to remedy this situation. Again, we do apologize and want to help you.
We are looking forward to hearing from!
Unlike other companies, the volume iherb write on the product is per serving (not per capsule) and their serving usually 3 or more capsules. So beware of their trick read carefully to be sure you're paying for what you need.
Dear Valued Customer,
To find product details, simply click on the item you are interesting in and scroll down to see specific product details, reviews etc. This may help you in further purchases.
We wish you nothing but the best.
From the business
35,000+ top-rated healthy products; with discount shipping, incredible values and customer rewards.
- 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
- 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 that you had any issues with your order and would love to help. However, we need the order number to do so and kindly request that you please update your review to include it so we could expedite the matter. Also, we have a 24/7 chatbot which can answer the most common questions, live chat during the posted available hours, and 24/7 email support with agents as well. When submitting a support ticket through email, please allow up to 24 hours for a response although the response time is typically much quicker than that.
We are standing by and hope you supply the order number soon so that we may help.