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iHerb

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Canada
1 review
8 helpful votes
Follow T K.
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IHerb was once a great company. I've ordered from them many many times over the last 5+ years but never again. Their prices are now barely competitive rather than great and their shipping also has gone from cheap and trouble free to the slow expensive runaround that it is today. Canada post will no longer even attempt to deliver your package to your door because "by request of sender" the package will be held at a local office where you will have to pick it up AND... yes you guessed it... pay some undisclosed amount in bull$#*! fees and taxes. IHerb had their day but it's over.

Date of experience: January 16, 2017
New Zealand
1 review
3 helpful votes
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Very disappointed. Bought bamboo hairbrushes that were actually mostly plastic. Took ages to arrive and when the box got here they'd used a huge box and filled it with plastic air padding. Completely ridiculous and obviously not at all concerned about our planet. They're just profiteering on the eco trend. Will not buy again.

Date of experience: July 30, 2018
Florida
1 review
4 helpful votes
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I've been buying from iherb for 10-15 years; I had slowed down when they started this new "rewards" system that expires too quickly. Today, they emailed me an offer for $5 off my next order (good only for 48 hrs.). I ordered $45 or so worth of supplements. The website showed the $5 credit when I logged in, but after reviewing my order (after it was complete), I realized they didn't give me $5 off! I emailed them; the lady first responded requesting me to email them a "copy of the email screen" (the offer, I guess). I sent them back a nasty reply stating that they'd lost a long-time customer, and she emailed back something vague about $2.88 in "rewards". This company is clearly feeling heavy competition from Amazon (who isn't?), and they've decided to "nickel & dime" their customers any way they can.

Bye, iherb...

Date of experience: May 26, 2017
Wisconsin
1 review
1 helpful vote
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Since it's been under new management customer service is non existent. Literally. You can't even call them anymore. Via email they'll encourage you to use their live chat but the hours leave a lot to be desired.
Last week I paid for next day shipping only to receive the package 4 days later with an apology. IHerb + it's apologies fall short contrasted against who they used to be. I'm a long time customer of ten years and I'm moving on. Sad to say. It seems the customer is iHerb last priority now a days. Bummer. IHerb used to be awesome.

Date of experience: March 15, 2017
Australia
1 review
4 helpful votes
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Great company, order most months and get my products safe and quickly with no issues, know heaps of others who do without issue also. Recommend.
A lot of the reviews mention having to pay extra post fees but this is the country which adds these import taxes on not the company so really isn't their fault, so not accurate reviews. I have had no issue and never been added anything extra as its under my countries import tax duty.

Date of experience: June 30, 2017
New York
2 reviews
19 helpful votes
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I placed an order in the May and the expected delivery date was supposed to be within a week. After a few weeks went by I reached out to iHerb about the missing order. I received a generic rely along the lines of... Due to covid 19 and unprecedented customer demand... blah blah... it may take longer than usual for a response. After no response for another week + I tried contacting them via the "24/7 chat" which clearly generates answers through a feeble bot. In the meantime I noticed suspicious charges on the credit card I had used for the purchase which broke up the amount into 3 identical smaller charges. I disputed these bogus charges with my bank and they were reversed. In the meantime, not a peep from iHerb. Stay away! Total scam operation!

Date of experience: July 23, 2020
Michael L. iHerb Rep
over a year old

Dear Valued Customer,

We apologize for the issues reported above and would love to look into this matter further so we can help you. We see that the order number was whited out in the screenshot you provided and need that information from you to verify the issue reported. We are in no way a scam operation and millions of customers around the world shop with us every month for their healthy lifestyle demands and are more than happy with our tremendous products, as well as, services.

We kindly request that you please contact appsupport@iherb.com with the order number of concern and any further details you feel we need to know to better assist you. We are standing by and excited to help you through this!

GB
1 review
4 helpful votes
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I ordered from the uk website, the invoice clearly stated zero taxes and duties, the parcel arrived and dhl demanded an extra £16 for tax or they would send my parcel back. I refused and am now fighting for a refund but after contacting the terrible customer service department it is looking unlikely. Dont bother wasting your time or money on this site!

Date of experience: April 27, 2018
Hong Kong
1 review
10 helpful votes
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They used to have great service when the company was still small. Now they are a billion dollar business shipping worldwide and the service has became very poor. Don't be fooled by their cheap shipping rates as their product prices are much higher than other companies. I had bad experience of never received my order and there is no phone number to call them, and no refund. Emails to their customer service got no or very late reply. Why a big company does not give you a number to call them? My advice to you - do not buy from this company, especially for international customers. There are many other companies selling supplements online are much more reliable. I had been their customer for over 10 years until now their service has deteriorated so much that I have to buy from another company whose shipping cost is a bit higher but the product prices are generally lower and they have a 800 number you can call with refund if order lost.

Date of experience: June 1, 2016
Colombia
1 review
1 helpful vote
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I am a huge fan and use this site to buy my supplements whether I am in the US or abroad. The items usually ship quickly and the cost of traceable shipping is normally between $4 - $8.00. Of course, if I'm outside the US there may be customs/duties/taxes, but that is normal and has nothing to do with iherb itself. I have been using them for 5 years and will continue to do so. I see many comments here by people who are angry because they didn't know they had to pay taxes when the goods arrived--that is very common in international commerce has nothing to do with iherb itself.

Date of experience: May 25, 2016
Romania
1 review
2 helpful votes
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IHERB claims to ship from abroad when they probably have some warehouse in the destination country, and charge you the DHL custom clearance flat fee which corresponds to no real work from their part.

Never buy from outside Europe; just use Amazon.co.uk, where you won't have any surprise with the custom taxes invented by DHL which don't respect the legislations in the destination country.

Even though you can prove it, they will hold your goods in hostage: pay up or else. I told them to **** off anyway.

A racket.

Date of experience: July 16, 2018
California
1 review
2 helpful votes
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Ordered two items and received an order confirmation email that it would arrive in 4-5 days. Package never even shipped after the expected arrival date. I finally contacted them and they said they cancelled the order. Apparently they needed more info from me (which I dont know what they need other than payment, contact, billing/shipping info I provided) in a timely manner. First of all, how was I supposed to know that additional info was needed if you never even notified me? Secondly, why would I get an order confirmation email if more info was needed? Lastly, at least notify me when the order is cancelled! Ugh. Sounds like similar issues happened to a lot of people. I wont be ordering from them again.

Date of experience: May 16, 2018
Massachusetts
1 review
9 helpful votes
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Do not order from this site - one order came in two deliveries - wrong items and missing items. I have an order # and it just arrived but they don't want to help you unless you take pictures and send them. Horrible provider - be smart and find someone reliable. The company responded by saying a picture is required by companies for returns or mistaken deliveries - so not true I-herb. I order on line quite often - first time I have ever been asked for a picture for the companies mistake - just a tactic to make it harder for consumers to get a fair deal. No problem the products you offer are widely available from consumer-friendly companies.

Date of experience: April 29, 2020
Michael L. iHerb Rep
over a year old

Dear Valued Customer,

For wrong item claims we need actual proof which means photos. If you feel like doing this so we can take care of an honest claim, which 99% of businesses require for such claims to protest against fraud, we await for you to provide those to appsupport@iherb.com.

Have a nice day.

Texas
1 review
3 helpful votes
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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.

Date of experience: December 19, 2023
Michael L. iHerb Rep
over a year old

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.

Nepal
1 review
2 helpful votes
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Perfect
December 12, 2022
Updated review

IHerb is definitely the best store, out of many that I buy from. Their prices and shipping rates are the most affordable among natural food stores. Shipping is free for US orders over $20 regardless of weight and very affordable internationally. They carry dozens of trial products, orders usually ship within 24 hours and so far all of my packages have arrived in perfect condition.

Date of experience: December 9, 2022
Michael L. iHerb Rep
over a year old

Dear Valued Customer,

Thank you for shopping with us and for taking the time to leave a review! Our teams work around the clock to provide the best shopping experience possible and we will continue to improve. We hope you enjoy all of the products you order and wish you the finest of health!


Get 25% off your order with promo code IVA351
December 3, 2022
Previous review

What a wonderful company to deal with! I have been their customer for over 5 years and have never been disappointed to date. Their website is very easy to navigate, the packaging of the products is perfect and the shipment is the fastest I have seen anywhere. They always have plenty of promotions and deals which are available on their specials & deals page.
And on top of that you can save 25% off your first order if you copy/paste coupon code IVA351 at checkout.
My experience with iHerb is definitely 10 out of 10 and I highly recommend them to everyone!

Date of experience: December 3, 2022
Singapore
1 review
15 helpful votes
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It's awful how iHerb treats their customer, and yet they claim they have excellent service. Very insincere and this is actually hurting iHerb's reputation. I've been investigating iHerb and I'm seeing negative reviews all over the Internet. There's no transparency. It's suspicious why they only have chat. I'm not surprised if they are trying to filter complaints. Management/Legal needs to know what's going on within their company. They might not even know that this increasing bad service is happening and can blow up in their faces soon. It's obvious iHerb wants to cut down on costs, hence they only provide chat support. Cutting down costs is fine, but don't do it when customer experience and the brand's reputation and trust is going to be affected greatly. It seems iHerb is becoming arrogant and feels they can treat their customers poorly since they're getting bigger.

Date of experience: August 20, 2020
Michael L. iHerb Rep
over a year old

Dear Valued Customer,

We currently have live chat with agents, a quick helping chatbot, and email support available for our customers. We try and provide a response within 24 hours of an email ticket being submitted. We value your feedback on this matter and promise you we are working constantly to provide excellent customer support. We wish you the best o health!

Canada
1 review
0 helpful votes
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Very high shipping costs now to Canada
September 6, 2021

Ordered many times with reasonable shipping costs to Canada. Never had any problems with my orders. Now they only offer DHL Express to my location and I can't select Landmark global anymore. DHL express is way more expensive. Will not order anymore. Will now look for a Canadian company for my natural supplements.

Date of experience: September 6, 2021
Michael L. iHerb Rep
over a year old

Dear Valued Customer,

We regret to hear of this and Landmark Global has carrier restrictions which may be preventing you from placing an order. They may not carry certain items and we recommend contacting them directly to learn about which items may be preventing you from selecting your desired shipping method. We apologize for this inconvenience and wish you the best of health.

Canada
1 review
0 helpful votes
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Great
May 12, 2016

If I could give them ten stars I would. IHerb is an awesome company to shop. They have just about anything you could want and the customer service is great. It seems like the prices are always better than anywhere else!

Date of experience: May 11, 2016
India
1 review
6 helpful votes
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A SCAM!
January 5, 2016

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!

Date of experience: January 5, 2016
Texas
1 review
3 helpful votes
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STAY AWAY!
May 26, 2021

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 #*******

Date of experience: May 26, 2021
Michael L. iHerb Rep
over a year old

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.

Illinois
1 review
5 helpful votes
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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.

Date of experience: February 18, 2021
Michael L. iHerb Rep
over a year old

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.

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 423rd among Vitamins & Supplements sites.

service
207
value
173
shipping
195
returns
140
quality
151
This company responds to reviews on average within 0 days
+195