iHerb, Inc.

Dear Anna Umali, Thank you for your responseThe refund will be coming from iHerb CS. Date Refunded: 5/1/PST 493***- Reference# Amount Refunded: ?($19.15) Date Refunded: 5/4/PST 4939351***- Reference# 94344772 Amount Refunded: ?1,($20.02) If you have any additional questions or you need further assistance, please do not hesitate to contact us again Have a great day!

I apologize for the confusion. We have the authorization code, the reason we ask for it is an extra step to verify the card holder when the two previous order attempts were declined by Discover. As I mentioned in our previous response I did reach out to the loss prevention Supervisor and they released the order for processing. The order has already shipped and scheduled for delivery on Wednesday

I am sorry, but Customs Fees are 100% the responsibility of the importer and are applied by the Government, iHerb has Zero control over these fees

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the response is satisfactory. I-Herb has clarified the source of the difficulty and I appreciate the efforts of the Revdex.com and of I-Herb to unravel the confusion. I had no idea I had inadvertently created two accounts originating from a typographical error. I suppose this is why many website registrations' request new account customers to type their email address twice.To I-Herb: I choose to keep rather than return the order. However, I request that I-Herb advise me the simplest way to transfer the "Loyalty credit" I accrued from the account with the erroneous email address (i.e***@innerenergyheatlh.com). Can I simply correct the erroneous email address and thereby consolidate the two accounts?If not, can the credit be transferred to the correct account: ***@innerenergyhealth.com --- after which I ask that the erroneous account be deleted altogether to avoid further confusion

I apologize for the misunderstanding. The agent who was working on your RMA had requested a picture before processing the refund. However, there was no reason to ask for a picture in this situation. I have processed a refund for your order. You do not need to return the item,
please just dispose of it

Initial Business Response /* (1000, 5, 2016/01/06) */
I am sorry the previous agent did not process the discount properlyI have refunded your card an additional $to correct your order total to $

I was able to locate the Fraudulent Transaction and I have refunded the card holder in full.  The order was placed and being shipped to the following address:[redacted]PROLONGACION CHAPULTEPECCALLE CERRADA POR CANCHAMEXICO, Mexico ([redacted])Let me know if you need any more information...

for your bank's investigation.

Since the customer has not received our previous return labels sent by electronic media, we have mailed them out a return label.

Tracking Number:

[redacted]



















Service:

UPS Ground Service


Label Delivery Method:

Print And Mail Return Label









Read More Customer Complaints:

7
8
9
>
>>


$(function () {
$('.complaint-block a[data-toggle=collapse]').click(function () {
$(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text'));
});
$('.complaint-block .collapse').collapse({
toggle: false
});
$.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) {
$(value).text($(value).attr('data-close-text'));
})
});

Initial Business Response /* (1000, 5, 2015/11/13) */
We apologize that you are receiving these emails. Our engineers are working with our vendors to resolve this issue as quickly as possible. We apologize for any inconvenience this has caused you.

We can also provide a refund back to the customer through paypal.  We just need them to provide us with the email address of the Paypal account to send the payment.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12195580, and find that this resolution is satisfactory to me.  If in fact they have issued me a refund for the order, this is a satisfactory resolution.Thank you for your help.Susan

Customer ordered 3 different trial items in their order.  It clearly states on our website the following:Try a product or sample at below the regular price. Limited to:One per order. If you add a second product, you will pay our regular low price for the second item.One per customer. If you...

reorder a product, you will pay our regular low price.As a courtesy our system will allow a customer to order 2 products at the lower trial price.  However, since this customer ordered 3 trial item products the customer service agent agreed to allow them to pay only the trial price on the third item as well.  When the order was placed the card was authorized for $44.71.  However because the agent corrected the trial price after the order was placed the card was actually only charged $38.08.Here is a breakdown of the cost:





Auromere, Ayurvedic Soap, with Organic Neem,
Sandal-Turmeric, 2.75 oz (78 g)
$2.00


Desert Essence, Tea Tree Oil Dental
Floss, Waxed, 50 Yds (45.7 m)
$2.50


Desert Essence, Travel Size, Coconut
Shampoo, 1.5 fl oz (44 ml)
$2.99


iHerb Goods, Bamboo, Ballpoint Pen
$0.10


iHerb Goods, iHerb Grocery Tote Bag,
Extra Large
$0.50


iHerb Goods, Promotional  Shower Cap, Mirror & Nail File Pieces
$0.10


MegaFood, One Daily, 60 Tablets
$32.08


Out of Africa, Pure Shea Butter with
Vitamin E, Unscented, 0.5 oz (14.2 g)
$2.59






Subtotal
$42.86


$5.00 Discount for Promo
$5.00




Subtotal


$37.86


 Shipping



$0.00


Total Due
$37.86
  When the agent processed a discount for the extra trial item he did not take into consideration the adjustment that would have been made to the $5.00 order discount.  So the customer is actually only owed 22 cents.  Which will be refunded back to the card immediately.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12773892, and find that this resolution is satisfactory to me.

The purchase price for the items was $83.12 USD.  Customer was refunded $24.99 for the item that leaked plus reshipped additional 4 items that sustained damage from the leaked bottle as confirmed by the pictures provided.

I am rejecting this response because: I have already emailed the pictures of the broken items. I have not heard back from anyone. And yes, you charged me for return shipping on my first order, the entire order was damaged and destroyed and I did not receive a full refund, you charged me over $80 US to return the entire order to you.

Customer has been refunded in full for this order.

We apologize for the way this situation was handled, it never should have been this difficult.  The customer has been refunded in full for the order.

The customer has been refunded for the order.

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.










2/19/2017






Complaint

On January 9th my iHerb account was hacked & my debit card was used to make a purchase. I noticed the charge roughly 30-45 minutes after the order was placed & immediately cancelled my debit card. I then logged into my iHerb account to see that the person who hacked my account has changed...

the primary shipping address & the contact email. I deleted that information & quickly changed the shipping address & the email back to my own. I tried contacting iHerb to cancel the fraudulent order, but there is no customer service phone number, only an email address. I contacted iHerb via email & received a generic response on January 11th, stating they would forward my concern to a different department. The fraudulent order has since arrived at my address (because I was able to change the shipping address before the product shipped out). In the email response I received on the 11th I was also provided with yet another email address that I could contact for "further help." I promptly sent a response to the new email & I have not received a response, however, my iHerb account has been locked out & upon trying to log in, it says I should contact customer service.







Desired Resolution
My desired outcome would be that iHerb would pay return shipping for the product delivered from the fraudulent order on my account & I would receive my money back. I would also like for my iHerb account to be deleted, because I will no longer be doing business with iHerb due to the lack of...

customer service & due to my account information being hacked & not being notified.





Consumer Business Dialog

Initial Business Response /* (1000, 5, 2015/12/04) */
The package is being sent by FedEx Smart Post, which uses USPS to deliver the package. Since you are using a PO BOX you can not use any other shipping method other than one that uses USPS to deliver the package. If you want it to be delivered...

by an express service such as UPS then you would need to use a Physical address on your next order.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
My Original Complaint Stands, If A Customer See's Only Three Option On The Website iherb.com, Then It Stands To Reason That A Customer Will Choose One Of Those Three Options For Their Delivery,
And Option One ( #1) Is Expedition 1-5 Day UPS Or US Post, No P.O Box Or APO,
Option Two (#2) Is Expedition 2 Day And Again No P.O. Box Or APO,
Option Three(#3) United States Postal Service OK For P.O Box And APO,
My Order Was And Is To a P.O Box And So It Stands To Reason That I Only Had One Option, So Using Their Own Response The Package Is Being Sent By FedEx Smart Post Which Is Not One Of The Options Given On IHERB.COM, And If I Wanted My Package Delivered By An Express Service Such As UPS Then I Would Need A Physical Address On My Next Order ( That Last Part Is Extremely Hilarious On Their Part My Next Order ) The Person Chosen To Respond To My Complaint Does Not Have A Grasp On Reality, Simply Because None Of The Option On IHERB.COM Says Anything About FEDEX Or Any Other Form Of Delivery So That In It self Is False Advertisement And The Fact That Those Vitamins Are In A Metal Grate Cocking In Sun Light, And The Fact Is That It Will Take Over Two Weeks For Delivery As It Says Due On The 19 Of December, This Will Be My Last Response As This Feels Like I'm The One That This Represented Myself In This Order And Is Solely To Blame When In Fact None Of this Is My Fault And They IHERB.COM Is The To Blame And Solely to Blame And It Is A Sad State Of Affairs When A Company Of Any Kind Tries To Blame The Blameless When They Are The One's Who Are Brainless, This Is My Response To Iherb.com , And Thank You [redacted] At Revdex.com For Your Time And Effort Sincerely
[redacted]
Final Business Response /* (4000, 9, 2015/12/11) */
Because the customer is using a PO Box for delivery it does narrow down their options. FedEx Smart Post uses USPS as the final delivery step which allows the customer to have the package delivered to a PO Box. Customer has already been given a $10 courtesy credit back to their paypal account. If they no longer want the package they can refuse the package and we will process a full refund for them.
Final Consumer Response /* (4200, 11, 2015/12/14) */
Yes I Will Be Returning The Package As Soon As I Receive It, But One Last Repeated Point I Hope And That Is That Their Website Says Nothing About FedEx Or Even Mentions Any Other Kind Of Shipping Company Other Then UPS Or US Post Expedited 1-5 Day No P.O. Box, or APO Or UPS Expedited 2-Day No P.O. Box, or APO, United States Postal Service OK for P.O. Box or APO address, On Their Website What So Ever And What Continues To Make Me Angry Is The Fact That The Person Who Is Truly Does Not Have A Grasp On Reality, Simply Because None Of The Option On IHERB.COM Says Nothing About FEDEX Or Any Other Form Of Delivery Service Or Company And When My First And Last Order Was Made It Said Clearly That It Would Be In My P.O Box In Two To Three Days, And For The One That Keeps On Responding To My Reply Acting Like I Can't Read It Said Estimated Delivery #2 To #3 DAYS NOT #2 TO #3 WEEKS ON THE United States Postal Service OK for P.O. Box or APO address, The Only On That Says OK for P.O. Box or APO address, She Or He Must Be The The Alternate Universe iherb.com Website, And Must Be On The Reality On,
Thank You So Much for Your Help [redacted]
Sincerely [redacted] J [redacted]