iHerb, Inc.

Customer has been provided a PrePaid Shipping Label as requested so they can return the order for a full refund

I am rejecting this response because:
This is my second attempt to resolve my issue with iHerbI have tried contacting customer service to resolve my issue, with no successI'm
unable to speak with anyone & no one will email me back in reguards to the issueThis is my second complaint to the Revdex.com regarding this issue, because iHerb did not fulfill their end of the resolution from the previous complaintI am beyond frustrated with iHerb at this point. My previous complaint for this continuing issue is #*** I accepted the resolution from iHerb on my last complaint, but I have yet to receive a prepaid shipping label, or a refundThey stated in the resolution that they had sent a label to me, but they have notI am unable to receive a response from iHerbMy resolution for this complaint is that I receive my a full refund in a TIMELY mannerI will also return the product to the company given they actually send me a prepaid label this time

We apologize that you were unaware of the extra duties and taxes charged by your country's customs and duties offices. Unfortunately, iHerb.com cannot control these additional costs since they are brought by the government and not by iHerb.com or the shipping company you chose to use We
do put this information on our website so the customer will know that these fees may get applied

The customer placed two orders under two different accounts:*** Was placed under the email address ***@innerenergyheatlh.com*** was placed under the email address ***@innerenergyhealth.comLooks like the customer unfortunately made a typo when they created their account under the
first email address. Since she did not receive a confirmation email due to the typo and so she probably thought the order did not go through and then went back to the website and created an account with the correct email address this time. Therefore she received two orders.We will be more than happy to provide her a full refund if she she wants to return one of the orders. However, we are not able to provide a prepaid return label to Israel

I am rejecting this response because:I have spoken to Discover once again and they agree that I, as the customer, should not have been put in the middle of thisWe are confused as to why someone from the Loss Prevention Team can’t call Discover and obtain the authorization code so that it is kept between the financial institution and the businessThey do not give out authorization codes to the customers like iherb claims in the previous response from themI have spoke with several different Discover employees from different departments and positions, and no one agrees that this is a practice that happens frequently

Initial Business Response /* (1000, 5, 2016/06/14) */
We apologize for nay inconvenience this situation has caused youThe agent was just asking for a more detailed description of the issue you had with the productI have emailed you a return label to return the product to us free of charge
Once the product is returned we will be happy to process a full refund for you
Initial Consumer Rebuttal /* (3000, 7, 2016/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received return shipping labelMerchant received product back yesterday, but I have not received the credit (or any notification of it coming)
Final Business Response /* (4000, 9, 2016/06/24) */
Customer was refunded in full on June 23rd
Final Consumer Response /* (2000, 11, 2016/06/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have now rec'd the full creditty

iHerb does not sell through other companies like Walmart or Home of Coffee. Not sure how how our box was used to send this product to the customer. Customer can only place orders with iHerb through iHerb.Com. I am sorry that the customer had such a bad experience with Home and
Coffee but unfortunately unless the order was place with iHerb.Com I don't think we can do anything to help

Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID *** This response is of course acceptable to me, if they truly stop all emails as expected. I just want to clarify that their response is written as if it were just a problem with the unsubscribe function As I said, when the unsubscribe feature did not function, I emailed with their customer service staff not once but twice and individual people (not an UNSUBSCRIBE button) assured me that they would take care of it So they have a customer service problem not just a technical problem Unless maybe they meant that there was a technical problem with the system that these individuals were trying to use.Thanks!

Customs fees and taxes are not assessed by iHerb or UPS, they are assessed by the Canadian government If the customer feels that they fees are not necessary then he would be able to appeal them with the Canadian government iHerb does not receive any portion of the customs fees
collected If the customer wants to return the items he is more that welcome to do so for a full refund of the items only We would not be able to refund him for any postage or customs fees

I am rejecting this response because: they may say that they process the refund but I have not received it it's not put back onto my bank card and in my bank account so as far as I'm concerned I have not received the refund like they're implying they have done

Dear Ms ***, Thank you for your assessment. I have reviewed the response from iHerb to my complaint as you suggested. In that order, I understand that nothing has materialized yetThey tell me that they have estudied my complaint, that it has been considered,
has been accepted, has been completed and now it is in process. As far as I understand "in process" doesn't mean a completionSo, still there is nothing in firm, as far as I understand. The iHerb response is not satisfactory yet because of that reason. Very kind regards, *** ***

We apologize if you were unaware that duties and taxes are charged by your country to import the products you ordered. We do our best to provide all the information regarding international shipping during checkout to avoid any confusion. Unfortunately, iHerb does not have a way of
providing specific amounts for the duties and fees to our customer’s beforehand as it is determined by customs and the courier is simply the collectorIf you choose not to pay the fees incurred by customs, the package will be rerouted back to iHerb and once the package is received, we will refund the amount, minus any shipping chargesPlease note, there are times when customs may decide not to reroute the package or the cost to return the items is greater than the amount of the products and the package will be abandonedIf this happens, iHerb will not be able to refund the order

Customer was refunded properly for products returned. However, after discussions with our Customer Service they agreed to provide the remaining balance in the form of store credit which has been applied to her account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you for your assistance and being able to accomplish what I could notI am grateful the Revdex.com was there to advocate for me
*** ***

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID 12330761, and find that this resolution is satisfactory to me, but for consideration, I clarify that the purchase was not canceled by me, but by the company itself, and there was no explanation on the part of the company about the reason for the disorderIn addition to canceling the purchase my account was blocked without explanation.The money for the purchase was refunded, the company contacted to re-buy the purchase and the account was unlocked

We have deactivated their account and removed them from all mailing lists

Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize for the problems you had with your orderOn the website we list the expiration date of the items and it clearly states December We can refund you for this item this one time, but in the future if the box is the same
expiration date as the website you will need to return the item for a refund if you do not want it

Initial Business Response /* (1000, 5, 2016/06/20) */
I have applied an additional $CAD refund to your paypal accountI will work with our engineers to see how we can refund the additional $back to your account as wellWe apologize for any inconvenience this has caused
you
Initial Consumer Rebuttal /* (2000, 7, 2016/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This resolution is satisfactory

The customer is correct, they should have been refunded for the full $ I have refunded the customer an additional $to their credit card

Customer processed an RMA on our website and it was already approved and refunded yesterday