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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:
They're a total scam. I've had the worst experience with these guys. Do not buy from them if you want to keep your money. This is my story, posted on their Facebook Page: I'm thoroughly disappointed with your lack of professionalism. You ought to be far more transparent about additional courier costs. I paid for a product, was shocked to see that I had to pay more than the product to DHL (not mentioned on your site at all) and am now told that I won't get a refund!
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 #*******
Tip for consumers:
Stay away from this website. It's a scam. They're thieves.
I received delivery notification package was delivered to front door. I live in an apartment building and I'm unable to go up and down stairs. The shipper UDS did not ring bell or text. Just left it outside to be potentially stolen. Had they rang the bell, I could have buzzed and had the items put inside the door. Had I known they used sub par delivery service I never would have ordered. USPS rings doorbell and takes it back for pickup if there's no signature. I have to wait 7 hours for someone to get home... Horrible!
Update: a neighbor brought the box up and put it in front of my door. All is not lost.
Dear Valued Customer,
We are sorry to hear of this incident. We review the performances of all the carriers we use on a regular basis and the feedback provided regarding your experience will reviewed as well. This is something we never want any customer to experience and we apologize for their mistake. If you let us know the order number we'd like to look into this further. We hope to hear from you so that we can help.
I have never experienced such bad customer service. Rude staff who communicate with you only by chat. I tried three different ones as I thought the first was just a bad one but it seems like they are not trained to show empathy and go above and beyond to solve a small issue for a
Customer. I have been purchasing from them for a few years now on a monthly basis and there was a mistake on my last bill that they refused to correct. And they will change the subject by saying "is there anything else I can do for you? "... Such an awful experience.
I have purchased supplements from IHerb for a number of years without incident. My last order was for Magnesium Oil, Taurine and an Adrenal supplement. Instead, I received three large bottles of multi vitamins. I have tried to have my real order shipped and would be happy to send other product back with a pre-paid shipping label but have received a "re-ship request denied" three times in a row with no explanation. I will never order from this company again and will post unfavorable reviews on all review sites. Terrible customer service and no phone number to call! I am out almost $100 which I cannot afford!
Tip for consumers:
Don’t order from this company, no customer service.
Products used:
I have purchased supplements in the past.
Dear Valued Customer,
We are sorry to hear of this and would like to review any decisions made. However, in order for us to do so, we need to have an order number to reference. May you please update your review to include this information? Once received, we will expedite this matter so we can help you as quickly as possible. We are standing by to help and hope to hear from you soon.
As an american, this website has no fault. Their shipping is fast and their prices are a fraction of what it would take to get similar products from a store, if you can find them. I ordered a large order that and I expected at least a week of shipping but it was on my doorstep almost 24 hours later. I love this company, have been using it for years, and never had a problem.
"World's Best Value!" my $#*!! They don't state the facts, they don't say where delivery is coming from and that custom charges will apply. I would bought similar product if I knew about it. My total price was increased by 63%. Their customer service said that they have information somewhere on their website. What about this so important info during your purchase? So next time I will buy from honest sellers and I will STAY AWAY from iherb for good!
I bought 3 bottles each of 2 products. They shipped quickly but one bottle was missing. The only customer support they offer is chatting with an automated Bot. The "missing item" option is not available so I could not get the missing product. They offer reshipping but require you to ship back what you purchased first, absurd! There is no way to talk to a human. I'll never buy from them again. It is borderline a scam operation. Customer service in non-existent.
Products used:
Jarrows hyaluronic acid and MSM
Dear Valued Customer,
We sincerely apologize for what you have reported and want to help. However, we need the order number in order for us to do so. May you please provide this? Simply message us privately here on SiteJabber with the order number and the missing product name. This has to be done because SiteJabber blocks any order numbers from being provided in reviews. We are standing by to help and hope to hear from you soon.
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.
Hi, I shop with iherb fairly often. The prices are the best I've seen anywhere, my local health food store charges almost triple to what iHerb charges. Also they have a huge selection of many many different items. I think iherb is great and I'll keep coming back. Thanks!
It's the worst customer service I have ever experienced! First, they ship my order to the billing address which isn't even on my profile as a shipping address! Refuse giving a refund! Then, they block my account! It takes them forever to resolve issues! No one responds within 48 hours! All they can say "we are working on your issue"!
Terrible! Never again will I order anything from them!
Tip for consumers:
Do not use this site
Products used:
I did not even receive my order. I ended up using Amazon !
Dear Valued Customer,
We are sorry for any inconveniences you have encountered while shopping with us. We would love to help you further. However, we need the order number in order for us to do so. May you please provide that in an updated version of this review? If uncomfortable doing so, you may also directly message us here or contact our Customer Support team.
We are standing by to help and hope to hear from you soon.
Like many people have said their customer service is horrible and if you receive defective product like I did they won't take care of it. Worst company that I have ever dealt with ever. Other companies will at least work things out but not Iherb, I really don't know why they have any customers/business at all.
Iherb has suspended my account and will not reactivate it. I have sent multiple support tickets which are met with automatic replies saying they are escalating the issue. I never hear back from the escalation team and just get an email asking me to rate the support I received. (No support was received) I will never shop at iherb again.
Dear Valued Customer,
We would love to look into this further and review any decision which was made. In order for us to do so, however, we need the order number so we can reference the account. May you please provide that by either directly messaging us through this platform or by updating your review to include the order number? We are standing by to help and hope to hear from you soon.
I've been a loyal iHerb customer for more than 15 years. While I liked iHerb better when my loyalty credits didn't expire every few weeks, they are still the best place to get vitamins and supplements. The variety is amazing and the quality is excellent and the prices are more than reasonable in comparison to other stores (online or in person) where these items are sold. I've never had a bad experience here and have nothing but confidence in their products.
I have been a loyal iherb user for years ~ placed an order almost every week. However, the last 2 orders I received were missing an item and the last one had something I didn't order. Now, in trying to rectify this, I see that there is no way to communicate with anyone about it. I can't believe this company has no way to talk to a human being. Ridiculous! I will just be upset by my losses and move on. They have lost a very loyal customer.
My account was blocked after successfully placing an order and they charged to my Cc. Later they informed me it was due to suspicious login and order rejected yet there no one informed in advance. I requested to place the order again otherwise refund the money back to my account. No Response at all. Meantime dramatic automated emails receiving about they're trying to charge to my card again to place the order yet declined. So Disappointed :( :( :(
Tip for consumers:
Cannot Trust. Till you order items everything is smooth. once charged you will be happily waiting for the order delivery. then suddenly order is rejected and no more reponses.
Dear Valued Customer,
We are sorry to hear this and want to help. When an account is deactivated, the pending order is cancelled and the payment is voided. When this occurs, the funds typically process back in the account associated with order payment within 7-10 business days. However, we'd like to help but need the order number in order for us to do so. May you please provide that in an updated version of this review?
We are standing by to help further and hope to hear back from you soon.
One of my items was damaged by the shipping company but iherb support got me a replacement item shipped out within 24 hours. I've been their customer for several years and this was the first time I had to contact their customer support. Great products, prices and service.
Warning! IHerb take payment for postage but have packages arrive with you that have not had shipping taxes paid and say that they can't help what our government charges nor what shipping company you choose (I choose?) £20 for two bottles of vitamins and they say, " Please note that the refund for returned orders may take up to 2 months to complete as shipping companies bring back packages to iHerb in bulk only six times a year. It is really better just to take care of the taxes than to have the package denied."
Forwarding this and all the other nonsense in their email to Which?
Someone has stolen my information and is placing orders across the U.S. I have been in contact with iHerb 3 times this week, as more orders keep coming in. I am being told that the 'management' team is reviewing my issue, but nothing is happening. They also have no phone support so everything is either chat or email. Complete scam company that just allows fraudulent orders. I guess they don't care as long as they get the money. They should be closed down!
Unfortunately I didn't find this site before I ordered from them. I ordered a few months ago and all was well, then I placed another order for £40 worth of goods and was slapped with charges of £18 nearly 50%.
Like others writing reviews here, I am so angry that the product I use is very difficult to buy in the Uk.
I love the products I ordered. The prices are reasonable. It shipped in half the time they promised on the website. This would have been a 5-star shopping experience, but after paying for shipping to then get hit up at the post office for $15 on a $70 order (approx 22%, which makes no sense considering everything I ordered was made in a NAFTA country) makes me seriously wonder if they just pocketed the "shipping" that I paid.
It's always a waste of at least an hour to navigate the website I'm trying to get a customer service live agent but you're forced to answer the same question that is the time with the virtual agent. What's the point of trying to be healthy environment supplements when these robotic virtual assistant make your blood pressure go up. Equally as frustrating as their new shipping company. Orders are now delayed and getting a refund is time consuming.
Tip for consumers:
The customer service is so bad. It’s very rare that you get a live agent but if you do you have to fight for it for an hour. It’s an extreme waste of time
Products used:
Bodybuilding supplements
Dear Seth,
We apologize for this inconvenience and want to help. However, we need the order number in order for us to do so. May you please provide that? Once provided, we will be able to expedite this matter in a further effort to take care of you.
We are standing by to help and hope to hear from you soon.
I herb looks cheap at first but they dont highlight the cost of taxes and amazon is often just as cheap if not cheaper plus they offer rewards scheme that operate like a pyramid scheme except you dont know the person whose code finds its way onto your order and who benefits from your purchase to the tune of 5% every time you order.
I used this site for over a decade and ordered thousands of dollars in products. This December, I learned that Iherb let someone set up a duplicate account using my same email address (without notifying me or without any security double check) and allowed that fake account to ship to an unknown person. All I got was a notice saying my order (which was fraudulent) was on it's way. When I notified Iherb via email, they suspended my account and are refusing to allow me to have any account that uses my email address. They basically said "too bad." They failed to put in place any of the routine alerts or double checks for changes or duplications of accounts that could help prevent fraud. Beware if your account gets hacked because of their poor security, you are screwed.
Dear Valued Customer,
We apologize that this incident occurred and for any lack of quality customer support you may have received.
Your account was compromised and, because iHerb considers protecting our valued customers personal information to be of the highest concern, the account was deactivated. For this reason, we would not allow an account to be created with the same email because that email was already compromised for reasons unknown. We could not send a simple reset password email to the email registered, as obviously, the whole account was compromised and concerns over the security of the email overrode any concerns for convenience. We recommend you deactivate that email and no longer use it for anything yourself as it is very likely compromised in some way. We are sure customers around the world understand the seriousness of compromised accounts and appreciate our thorough security measures.
IHerb strictly adheres to GDPR guidelines which, although not required, are the strictest in the world regarding the protection of customer information. Resolving account security concerns, such as what you have experienced, may take more time and strenuous adherence to protocols which many companies choose not to abide by. We hope you understand this and we apologize if such information was not previously communicated to you.
We are sorry this occurred and that criminals are constantly trying to victimize others by committing cyber crimes. However, we are sure every customer, once understood, will appreciate how serious we take such occurrences and, although resolving these issues may require inconveniences, we must adhere to the strictest standards in the world for customer safety.
We wish you and your loved ones the best of health!
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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.