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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 580th 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:
A WARNING from a person who ordered from iHerb. If you want to receive your order, shop somewhere else. If you don't want to loose money, stay away from iHerb. I read plenty of reviews prior to leaving my own, and I must say I was not surprised to see so many people with similar terrible experience. IHerb lies about the prices, doesn't ship out orders on time and indeed have the worst customer support services I've ever come across. My only advice to those who already placed an order is contact your bank and request a chargeback. Because iHerb won't handle your problem professionally.
Have ordered for years as prices and dose sizes where much better than in the UK. However we so have to stay under a certain price or the postage and customs charges double the overall price. Lately a worrying feature is that certain items are 'Restricted in this region or country'. For some reason we cannot order fish oil, gelatin or dhea? I am sure there are many more that I haven't come across yet but it isn't like that at other US supplement companies. This reflects badly on them for all the years I have used them for all my supplement needs. I will consider going elsewhere now as lots of companies are giving equally good prices, service and not restricting.
I was charged the full amount and never received a confirmation email or order number and it's not showing up as an order on my account so I can't even email them without the order number. I have the receipt with all their details and that's it.
Attention to everybody!
Iherb uses shipping companies without checking their requirements and promptness. I've made order on 12th of November and still not delivered. Don't waste time money and nerves!
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!
I ordered muscle tech protein from iherb... Initially price displayed was 3100... then courier charges... 500... then it took hell lot of effort to get KYC and custom clearance... customer support from iherb is pathetic... they didn't reply to email... no tele number... n just a online chat messenger which gives no support... after 1 week late delivery they took 2600 custom clearance charges... so total around 6100... I was getting same product at 5000 at other sites...
Horrible, horrible, unacceptable shipping and delivery times. 6 days minimum every time to get from their California warehouse to 1 adjacent state away. Nothing but bull$#*! excuses and insults from customer service AND the higher ups trying to tell me that's the way it is. Last order took 7 days. I'm done with this company and have notified all friends and relatives who I previously sent to Iherb to go elsewhere like me. At this point, I'll pay more money for product and shipping to get the items quickly, not via UPS slowboat and non caring customer service@ Iherb.
This company wouldn't allow me to post an honest opinion of one of their products they sell because they claim it violates their terms of giving medical advice. All I did was share that one of the ingredients in the bottle can cause internal bleeding which is what happened to me. Their website gave no warning this could happen and neither does the bottle. Seems they care about making money than being truthful with people. I will never do business with them again.
If you have any choice - believe me you want to stay away! Yes I was using them for a long time, and Im lucky my orders were smooth, but when a problem occured with address thats when you see how they care for customers. Customer service is absolutly useless - all agents feeding you with different stories and nothing actually happens. They not even trying to solve you problem. I would never ise it again.
After you place your order you won't be able to get in the account again they didn't send me an order confirmation and once I opened a live chat they said my order was cancelled due to lack of information. But no refund yet. Wow why are they open? How come they couldn't shoot me an email for more information? Hands down the worst website I've ever used
Dear Valued Customer,
We hate to hear of incidents like the one you reported above. Customers should be able to login to their accounts after they place orders, and they are able to do so 99% of the time, or else we wouldn't be in business and the largest online retailer of health products. It is likely there was/is a technical issue which we have already resolved. Also, certain orders and payment methods need verification to help prevent any sort of fraudulent purchases and protect consumers which is of the highest concern for iHerb.
We would love to look into what may have happened and provide you with an answer regarding the technical issue which prevented you from signing in or details of a possible security concern. In order for us to do so, we ask that you please email appsupport@iherb.com and include the order number. We will be able to look into what happened further once this information is received.
We look forward to assisting you and have the team standing by to help.
This company ship me totally wrong product. They don't have a customer support phone number anymore. I've been told every day this week that my reshipment would come out the next day. It's now been over a week and the reshipment has not come yet. In fact it hasn't even been shipped. The only way to get customer service is through chat support. And every customer support agent you get tells you something different. I have sent like three or four emails and they never reply back. They had no problem taking my money. But they seem to have a big problem with free shipping the proper order to me. I will never use this company again
Dear Valued Customer,
We sincerely apologize for any mistake we made. May you please update your review to include the order number so we can look into what you have reported further? Once received, we will gladly expedite this matter so we can ensure you get the support you deserve and our customers have come to expect. We are standing by to help and hope to receive your order number shortly.
Holy jesusssssss this was the worst experience of my life, what a joke of a company! I have a feeling they have issues with their stock but don't want to tell you they're out of certain items! So they let you waste your time, make a purchase and in the end HOURS later tell you there was a problem with payment. I tried with 3 different credit cards until I decided to contact them and then, they gave me the run around telling me they would authorize my account in 2-3 business days? Ok. OK. OK bye.
Do yourself a favor and steer away from these clowns. Terrible customer service experience as well.
I ordered over $400 worth of items from iHerb. Paid the full amount.
Due to iHerb's error I was told by delivery company that I need to pay tax of over $50. I said no. They said they will contact iHerb on next action.
I tried to contact iHerb but their customer service number does not accept customer calls. You can only write in.
Then I was told by DHL that iHerb instructed them to return shipment. I then receive an email to state that they will refund money minus shipping cost of more than $50.
1. No call or engagement with the CUSTOMER to even attempt an amicable settlement.
2. High handed approach since the money is already with them.
3. To date, I have am out of pocket of my money and no supplements.
Where is iHerbs Social and Corporate Responsibility? Such organisations should be blacklisted from ever doing business.
Philip D'Silva
I used iHerb for many years with no issue. Now that they have no phone number available, all "customer service" handled through Chats with mostly incompetent kids. Or so it seems. They sent my package to an old deleted address & blamed me. Then a manager blamed me even though my account clearly showed the correct address. 2nd package sent out without a box# & UPS delivered it god knows where... 10 days, no vitamins & now they claim they're issuing a refund. USE VITACOST or anyone else with a working telephone number.
After a lot of back and forth, they followed through with their imposed refund, even though I exhaustively said I did not want it and demanded the reshipment of the missing product.
Ultimately, they are trying to compensate for their incompetence and lack of professionalism by flooding review websites with 5-star reviews, which is the lowest move any company can make. If you check other review websites, they are making this a common practice. Already reported on this to Trustpilot twice, but I think anyone with good discernment can clearly see these reviews are fake.
FELLOW BUYER BEWARE, STAY AWAY FROM THIS COMPANY IF YOU WANT TO AVOID SERIOUS HEADACHES, EVEN IF YOU NEVER HAD PROBLEMS WITH THEM.
Worst customer service ever, bunch of incompetent people who do not even read your messages properly nor take any effort to satisfy your basic rights. Never had problems with them until 2 days ago, after receiving an order placed 8 months after the previous one. That's probably why I did not have problems with this company sooner.
And after doing a short search for reviews on them, I can see that there are plenty of people being screwed by them lately even worse than me. Hence why I had to voice my experience for you all to see how terrible they are and in hope that people will unite maybe even to take a civic legal action against them to hurt them in their pockets (because that's how you truly change companies and then hopefully the competition in the market takes over) for compensation of all of the customers' time wasted in meaningless attempts to rectify problems that are caused by them in the first place and the consequent great amount of distress they impose with their attitude. Finally, I leave here the exact transcript of my formal complaint letter that sent them and that I intend to follow through with further legal action if necessary.
"To whom it may concern
On 07/05/2019, I purchased 2 KAL B12 bottles from au.iHerb.com. When I received the package on Monday 13/05/2019, I opened the box to find that the product I purchased was missing and someone packed 2 boxes of tea instead. If the person had packed a different product of the KAL brand would be understandable, but this is of such an unbelievable, ridiculous incompetence that I don't know how it is even possible. Immediately I took a picture of the open box and the products and then I logged on the au. IHerb. Com website to follow the process of requesting the reshipping of the product I ordered. But not only their packing department is incompetent, their web-developers are as well because I tried to submit the request 3 times unsuccessfully (of which I took a screenshot) before I was forced to contact them through their normal contact form to solve the issue, not to mention this is not the first time their problematic website gave me issues to use it. Then, after sending the complaint through their website contact form demanding the reshipment of the correct product, someone named Jonathan A. Decided for himself to lodge a refund claim which I never requested and without the GST. He also completely ignored the fact I had already explained that I tried to request the reshipment through the process on their website under my account and told me to follow this process in the future. Furthermore, he said: "we are unable to reship the merchandise as we want to avoid any additional fees or problems with customs that could be incurred when reshipping items." Then, I immediately replied that they in fact are able to reship, not only because they already provide this option, but also because I had already paid the GST fees when I placed the order and whatever extra costs that the reshipment may incur is theirs to cope with because this problem is their fault in the first place. I told in bold letters that I would not order again and reminded them that it is their job to resend it. The next day I receive a reply from Yuka S., who also completely ignored that I had already said I would not order again, saying that I would have to pay for the whole order again to only then receive the refund for the GST, ignoring the fact that I would have to pay for shipping if I was to accept this imposition.
I understand that under the Australian Consumer Law, when I buy products and services they come with automatic guarantees that they will work and do what I asked for. I have the invoice/receipt, the picture of the package and the products I received, the screenshot proving that your website is faulty, and all the emails I exchanged with the incompetent team of customer service.As I said in my last email replying to said Yuka S., this is the very least you can do to fix this problem YOU CAUSED:
1- Cancel the refund process IMMEDIATELY, which I NEVER requested.
2- Issue the RESHIPPING of the 2 KAL B12 bottles that never came in my original order.
3- Send along the label to send back the 2 boxes of tea that I never ordered. (If you carefully read the emails exchanged, you will notice how none of your people even touched on this subject since my first email)
4- Make sure it's not the same incompetent person packing the order to guarantee I will receive what I already paid for.
If you still decide to follow through with this refund, not only you will have to refund the GST fee I paid and you did not include in the refund order, but also a considerable financial compensation for all my time you wasted in trying to solve this and the stress you caused.
If I do not hear from you within 5 working days, I will lodge a formal complaint with Consumer Affairs Victoria and/or report my issue to the ACCC."
Customer service is a joke. They don't take customer service phone calls! Their chat feature doesn't appear to work on a Saturday!
They issued an RMA for a product they got back damaged in transit before it was even received. My 82 yr old mother-in-law can't get help this way! She has to dispute the credit card charge and try to get iherb.com to issue a credit! Going out of business much iherb.com??
Tip for consumers:
Don't use the site. You might pay more elsewhere but it will be from a more reputable company.
Tried to create an account with this company to buy something. They insist I give my mobile number but i live in the wilds and have no signal.
They send a verification code which a very short time span to input, to create the account which I can't get.
I can also use my google or facebook login to join but I don't have either of those.
I contacted them and they say there is nothing they can do.
Completely hopeless. I know they can make me an account if they want to. They clearly don't value new customers.
I placed an order that was marked as being delivered but I never actually received the products. I reached out to a csr who informed me that they would send an email with an update from the logistics partner within 48 hours. No email so I email company cs again and received a response calling me by a completely different name! I emailed back asking for another update and received a reply from another rep who told me to check with neighbors and contact the carrier! I have been waiting for a week for Iherb to check with the carrier! This is the worst experience in a Long time from any company that I have experienced. I never write reviews but looking at all the other customers having terrible service also something needs to be done! Maybe consider investing more in quality customer service representatives or at least training. Also the carrier for this order had very very poor ratings. Not happy at all.
Dear Valued Customer,
This is an experience we never want our customers to have. It is obvious, judging from your review, we fell short of our high standards for customer support. We should have followed up with you and we apologize. We want to help you and ask that you please email appsupport@iherb.com. Please include the order number of concern as well as any details you think would be helpful for us to know. We can't wait to show you how much we appreciate your business and look forward to hearing from you soon!
I have been purchasing from iherb for many years. In the beginning, prices and discounts were very good. The website was was incredibly easy to use. Someone answered a phone number to ask a question. Promotional items were included with your order. It was a very friendly feeling. Now prices have escalated. Discounts have plummeted. The website never operates correctly. You can't talk to a human over the phone. I have tried chat to resolve problems with the website, but they don't have a clue. Very frustrating. I usually spend 250 to 350 a month, but I will try to find another online site.
I think not! It's not illiteracy - they know how to write, but arrogantly choose not to! I cornered iherb with the truth: why charge me $45.00 for postage when your competitor (Return to Health) is charging $4.00 for exactly the same item? Well of course I purchased from the competitor - and kindly gave iherb feedback which they obviously did not appreciate. Had they replied, I would not be writing a one star review!
UPDATE: Ok, that is accepted (I've gone up to 2-stars now). Further feedback is the shipping is to Australia - and you have a warehouse in Australia. The competitor shipped from New Zealand.
Further, why aren't Customer Care responding to emails?
Tip for consumers:
Don't bother!
Products used:
The competitors!
Dear Valued Customer,
We negotiate routinely for the best item and shipping prices. Where were you hoping to ship to? The more information we know, the better we are able to address any opportunities for improvement. We are glad you were able to get the item you wanted and hope to hear back from you soon!
UPDATE
Dear Valued Customer,
Thank you for getting back to us and updating your review. So we do offer free shipping to Australia with our Global Air with Tracking option. To use this shipping method, order subtotals must exceed AU$70.00. An order's subtotal is the value of the order after all discounts have been applied. We also offer flat rate AU$15.00 with the PO Box or Parcel Locker Address option. Both options also have duties and taxes included so that customers aren't hit with an additional bill prior to the order being delivered. We do also offer DHL but the price for shipping with that option may vary based on specific order details.
We do not have a fulfilment center in Australia as most of our fulfilment centers are located in the United States and Hong Kong.
Regarding response times from our Customer Support department, due to a large volume of requests, response times may be taking longer than usual. Also, submitting multiple support tickets makes a contact harder to resolve and may reset the support request.
We hope we have helped and, should you have other questions, please don't hesitate to let us know!
Worst customer service experience ever by folks who have no idea what customer service is. Sent back an unopen item and was charged a so called 20% restocking fee.
Their website does not advise against any re-stocking fees! Rip Off! Great companies are measured on great service, this site does not come close!
Terrible customer service. My order was not received and I requested refund 2 times but declined. I was told according to the delivery company it was dropped off at the door. I was also told I should check with my neighbor. Also, 'sometimes delivery companies update as delivered before order was delivered'. I was not offered assistance in tracking down the order. I have bought the same items for a few times and they don't even consider helping me to track the package. I will never buy from them again. No contact for the delivery company was given to me. No live person to talk to. Worst experience with any online store I've ever shopped with.
Tip for consumers:
Don't
Products used:
Vitamin C , one that I 've been ordering with them many times, never received this time
Dear Valued Customer,
We are sorry to hear of this and completely understand the frustration this causes. Sometimes companies do mark a package as delivered ahead of time and it does cause understandable confusion and concern for customers. Regarding contact information for the carrier, it depends who the carrier is but in our customer support articles, which may be found by search by the name of the carrier in the search bar on the "Contact Us" page, we list all carrier contact information.
However, we would love to assist you further in this matter but we are unable to do so without an order number for reference. We kindly request that you update your review to include the order number as it would expedite this matter. We are standing by and hoping to hear from you soon.
I have used iherb for a long time. When I first found them the prices were very good and the discounts were good in addition. There were even little promotional items in the box. I've noticed that the discounts keep going down and many of the prices are going down. The terms to get free shipping had gotten better and have recently gotten worse. I had never had a a problem with the condition of shipments - If anything I had a hard time getting the protective material off. In the last 3 orders I have had 2 things I haven't ordered, one thing left out I did order and several things broken and spilled all over the box. I began to surmise that the company had been purchased and was being mined for anything it could produce. I have just today looked at amazon (which, I know, is not a great option; I did try to support an up and coming company) and their prices are definitely lower and I'm sure shipping will be fast. Hopefully their order records are easier to get through.
Im about to sue them. Theyre site is fraudulent as it uses a UK prefix to misrepresent where the goods are being shipped from. Interestingly in research prior to issuing the court process i found US sites who ship in UK with no customs charges. The site is hosted on google ads and i am suing them also. Happy to consider class action for exemplary damages?
Had very bad experience with this company. They provide a shipping tracking number which never moves beyond In-transit status. First time they reshipped the merchandise. Same experience second time. But to my dismay, I can no longer access their website as they have banned my IP address, so no way to contact them or access my account.
Money already charged to credit card, no shipment for over a month, shows In-transit status in email they sent.
Filed dispute with Credit card company reporting fraudulent activity. Buyer beware!
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Dear Valued Customer,
We would love to help. Did you purchase directly from our site or from a 3rd party? Please message us directly here on Sitejabber and include the email or phone number associated with your account. We hope to hear from you soon and are standing by to assist you.