Vitacost

They charged my card for an order March 23rd. It is now April 8th and I have NOT received ANYTHING. They claim the package was "damaged" enroute and they instructed FedEx to return it to them BEFORE it arrived to my home. THEN they initiated a replacement order with the SAME results. I have waited an entire WEEK for a refund which as I type this "review" has YET to be seen by my card issuer. SO it's time to initiate a "charge back" against these MORONS and MORE importantly, CANCEL any further dealing with these THIEVES.

Vitacost uses a shipping Company which is the worst company I ever came across.
Package never came and I just getting contrary reason.
Canceled order because of the lack of shipping reliability.

INTERNATIONAL CUSTOMERS BEWARE. Vitacost will steal your money, keep the item, will not refund. You will never receive your item.
This is their policy and it should be illegal.
I placed an order months ago, with the most expensive delivery rates I have ever encountered anywhere. When contacted, they only sent a generic reply (obviously, they do this a lot, so have the the template email for it).
I have shopped at international retailers for years, never had any problem. I should have known it was suspicious when they didn't indicate a delivery date - they obviously had no intention of delivering at all, but I guess I was naive.
The start of their scamming also dates back from before the pandemic, since the ownership change in 2019, if anyone wonders - has nothing to do with COVID19. I regret not checking out the reviews before I placed the order since it is all stated here by the real customers (see below my take on that). I usually do that - but I had a recommendation from years before when this company was still a legitimate retailer.
I also know something about scamming review sites - the company is obviously balancing out all the 1 star reviews that say the same thing with paid reviewers who all give 5 star glowing reviews. If they were legitimate, the division of reviews would be different. Scammers.
Reporting to Best Business Bureau.

Stopped buying from this company over a year ago due to poor customer service help with orders. Thought I would try them again since I was sent a coupn. I regret doing so as the one item I needed never shipped and was cancelled from their company without telling me so. The other itmes were only fillers to get free shipping and 2 items were the incorecct ones a=while the other one arrived leaking BOTH times(with replacement). They never adressed mycomplaint of the cancelled item, didnt make right the incorrect itemes sent and still don know hwat to do with the leaking tea tree bottles. Not a happy costumer.

I have been using Vitacost for like 8 months and never had any issues. Prices are amazing and delivery was always on time, but my latest order is the reason for this review. I made an order last week and it was supposed to be delivered on Monday. Nothing happened so on Tuesday I checked my tracking number to see the status of delivery and it said that it was left at my front door! I checked again all around the front of the house and there was nothing, asked my neighbor lady who is always outside did she see anything and she said nope, so I called Vitacost and they told me that they have to contact delivery company to see what happened and will get back to me. That was yesterday morning, just now I called them again and they said that delivery company was supposed to cal me and come out
Today, when I said I didn't hear anything from delivery guys she just issued a new replacement order and within minutes I received an email thanking me for my order and sure enough everything is being re-sent and I was not charged for anything. THANK YOU VITACOST for great customer service and great prices

I have used this website multiple times because they have great prices. However, their distasteful customer service methods completely changed my support of their website.

For future buyers here is why:

My issue occured when their website was faulty with applying sale prices to my cart. I emailed them asking what to do because I didn't want to make the purchase unless the sale prices would apply.

Their reply was to buy them & the sale prices would be honored -- so I did as they said & also sent them my order number -- the next day I get an email saying that I could get their current sale prices (that changed that day) but they would not apply the previous ones.

I figured there was confusion & I called them, but she was than willing to help me out & said unless I screen shot the prices or had some proof, they wouldn't apply the sale prices from the day before.

I never screenshot the prices because they were so friendly the day before & offered to honor them & I was sure they could easily pull the sale records up anyway. Seeing how it was the previous sales.

Not only that but the woman was disrespectful & rude. I won't be repurchasing from vitacost, strictly how i was talked to on the phone & the fact that they did not 'honor' their word. They have the worst customer service & if a future mistake occurs I already know how it will be handled.

Basically anything but handled.

Several of my orders have been incomplete after arriving very late. These people are very incompetent. Far too many mistakes to do business with.

Great selection, prices and after the sale service! I even appreciate the option to be notified when out of stock items are available.

My one stop shop for vitamins and other personal needs. I trust their quality. Their website is easy to use.

I submitted an order with VitaCost on August 13th. The address on file was my old address so i corrected it. When i submitted my order, it still shipped to the wrong address, plus it put items back into the cart that i deleted. I was fine with the items, but the shipment was a problem. It was midnight EST, so I emailed vitacost explaining everything. I called the next morning at 8:30am. The rep told me she submitted a report to have the address fixed. I called FedEx and they said they didn't get any changes on the Address. I called vitacost back and keep in mind every hold was over 30 minutes waiting for a VitaCost rep. I had to call 6 times. The Vitacost rep told me i had to call FedEx to change the address. I called FedEx again and their rep said VitaCost put a restriction on my address and they would need to call Fedex to make the change. I called VitaCost again and they said they couldn't call FedEx. As you can imagine this got very frustrating. Ultimately, the package went to the wrong address and im traveling on Business. FedEx says that all VitaCost would have had to do was call them to change the address and the whole thing could have been fixed. They refused. I work in the health and wellness industry and I have many customers in several countries. I will never shop here again and i will not suggest VitaCost to anyone else.

And - no unsubscribe option. I did go to the chat line and someone promised the promos would stop after 2 or 3 days. We'll see.

I called in for assistance on an order an was met with extreme hostility from an employee named "Ashley" located in North Carolina, from the moment I said hello. She was so rude and informal I thought I may've possibly reached her at home and woke her from a nap. As a loyal customer over the past 10 years, I did not feel I deserved such service and requested a supervisor who was WORSE! Stated his name was "Dajuan Verdell", also conveniently located in North Carolina. Extremely condescending and arrogant. Was completely unhelpful and was unwilling to allow me to speak with someone that would better assist me. Said he was the highest in charge, then later admitted he reported to Tamika Frazier but that he would not allow me to speak with her. And to think I was simply looking to place an order I was having difficulty with on the web! After 10 years, I'll be taking ALL of my business to a company that values and knows how to treat the very individuals that keep their business afloat. Vitacost, retrain, rehire or I won't be the last customer to move on from your services and never look back!

I have been using Vitacost for several years, and had some problems with poorly packaged products in the past, for which I always received rapid replacement of those products and excellent customer service. Their prices are usually (note--NOT always) lower than other sites, and they have traditionally stocked hard-to-find specialty products.

However, lately I have been very disappointed in this company. I have been waiting for over 10 days for a package that clearly is not going to show up, and have wasted hours on the phone with vitacost and lasership trying to track it down. I have a more recent order that is also delayed. I received one product that arrived separately from the rest of my order in totally decimated condition due to ridiculously inadequate packaging. Vitacost is replacing that damaged product, but they are not rushing to ship it to me, in spite of the fact that they are responsible for the problem. No, they actually chose the LONGEST possible shipping window to re-send the product. I should receive the replacement item in approximately TWELVE days from request, as per UPS tracking info.

The first customer service rep I spoke with about all of this was unknowledgeable and mocking on the phone. He kept telling me that the delay was because of snow. No, it has not snowed since my packaged was shipped. Also, the tracking info shows that my package was out for delivery when it mysteriously disappeared, so clearly it made it to NY from NC. The second, third and fourth reps I've spoken with have tried to be helpful, but still I have made no progress.

I could go on, but no point. In addition to their deplorable shipping habits, Vitacost is introducing more of their own lines of products and ceasing to carry name-brand items that I rely on.

I can see that I will be shopping there much less in the very near future!

Customer service does not respond to inquiries. I have made several attemps to contact Vitacost but they just ignore me.

I am writing about an email I received today from Vitacost.com.

I am on the Vitacost mailing list, and I received a notice that claimed "BOGO 75%" with the remark, "Limited time only. Exclusions may apply. While supplies last."

There was no indication of the time limit (an hour? Til midnight? 24 hours?).

I read the email when it was only 16 hours old.

When I clicked to view the offer, it was already null, with the message, "We're sorry! This sale has ended but you can still buy one get one 50% off".

This email notification seems like a classic bait and switch. It was misleading and dishonest.

I do not want to do business with a company that employs duplicitous practices.

I have sent this same message via the Vitacost service portal.

I also want to cancel my address from the Vitacost mailing list, but this option is not available on the site or within the emails.

This is also a very negative practice - most mailing lists allow a member to directly cancel at any time.

With Vitacost I have to write a personal request!

UPDATE:
Today I received a response from a representative of Vitacost.

First there was an apology for any inconvenience. Regarding my complaint about bait and switch, I received this:

"As disappointed as we were to hear that we didn't exactly hit a home run with you, we really are grateful for your feedback, because it helps us better understand how to meet the needs of the people who matter the most to us—our customers. Thanks so much for taking the time to share your comments."

The representative further explained that there *is* a link to request removal from the mailing list on the promo emails, and said that it had been removed as requested

Well, on *that* point I am satisfied.

Stats: at 90 reviews, almost 1/3 (27) have been rated at 1 star.

I had to contact customer service for a issue with an order. I was incredibly irritated after 4 phone calls and 3 chats. The rep made sure to aggravate me further, attempting to correct me, chastise me for being annoyed, all with her dramatic huffing and puffing as if having to deal with me was such a challenge. She actually said this is my job ma'am. I told her I didn't care I need you to correct the mistake. When I asked for her supervisor, she gave me a different name then the one with which she answered the phone, and then double charged my card. I finally was able to get a supervisor via chat I warned specifically that this woman is going to do something sneaky with my credit card. When the rep double charged me, I sent a chat and got another rep who insisted I simply didn't know how credit cards worked. There "was a pre-authorization and a post authorization. I hadn't actually been charged 2 times." Never, in all of my years of buying from this company has this happened! I called again, got a supervisor on the phone, he insisted there was no way I could possibly have gotten charged twice, and insisted 'I' had placed both orders for the exact same product. When I pointed out that there were two separate order numbers,
So clearly I had been charged twice, his answer was, "I'll just cancel it." Yet, he still insisted that there was no way I could have been charged twice unless 'I' placed both orders. Never once an apology for the mistake. Never once an apology acknowledging that I had to go through this entire process. When I pointed that out to him, asking, "Are you going to acknowledge anything I just said?" His response was, "I told you I'd cancel the order." Buyer be ware. If you're happy spending money with a company that has such terrible customer service, by all means buy from Vitacost.

If you value your time and money save yourself a headache and go to a real merchant like amazon rather than these clowns.

It's been over 3 years we're ordering form Vitacost and they've never made a mistake and deliveries are fast and always on time!

The website showed 25% off and Buy one get one 50% off. When I tried to order, the 25% off wasn't showing so I called

Customer service. They told me it was a mistake and referred me to the footer of the website which says, "Not responsible for typographical errors or misprints. Product availability, pricing, and promotions are subject to change without notice."

After asking to speak to a supervisor I was again told the same thing. Only after asking for something in exchange for my wasted time was I offered a 5% off coupon code which wouldn't work on the product I wanted to order because it was a BOGO 50% off. That is whole reason I called customer service in the first place! The supervisor was fairly polite but she was unwilling to do anything to remedy the situation which was caused by their mistake. However, she was sure to inform me while we were on the phone that their mistake was fixed and the website no longer showed 25% off.

This is not the first time I've had issues with Vitacost. In the past they had sales that were expired still showing on their homepage and refused to honor them. I like Vitacost's products, but I will be looking for a more professional company to order
From in the future, and one with better customer service.

BBB Accreditation Revoked!

"On 08/21/2013 this company's accreditation in BBB was revoked by BBB's Board of Directors due to failure to eliminate the underlying cause of complaints on file with the BBB."

http://www.bbb.org/south-east-florida/business-reviews/health-care-products/vitacostcom-in-boca-raton-fl-*******

Vitacost offers affordable prices. And the shipping fee is very reasonable too! I highly recommend Vitacost.

If you want it quickly go somewhere else. They seem to ship when they get around to it. Even better, buy local if you c.

Orders are held up for 1-2 weeks after placing, no response on return request, unhelpful customer service staff.

Love prices & shipping is good. I went back in to remove credit card numbers & can not get to my account. Not happy please help.