iHerb, Inc.

Initial Business Response /* (1000, 5, 2016/06/22) */
I apologize but we have not received the package yet from the post office. It maybe misrouted or stuck somewhere on its way back to us. However, I have provided a refund for the order back to your Paypal account. Thank you for your...

understanding.

Initial Business Response /* (1000, 5, 2016/03/14) */
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.
Please understand that if you choose to deny the package, the shipping company will send it back to iHerb's facility where you will be refunded for the cost of the items minus any return shipping fees. If the return shipping cost is more than the amount of the shipment, the package will be abandoned and their will be no refund available.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No company charges their customers any duty or excuse to deliver an over the counter drug. We have checked with the India Customs and there is no excise duty.
We had the same item delivered without any custom charges through another company - My Beauty Bazaar, based in California because of the urgent need of the medicine.
If at all the item should be recalled back with maybe the same shipping charges as for sending and the rest amount refunded to us.
The health has suffered due to the non delivery of the item as promised while taking the order.
This is undue harrassment for taking our hard earned money without any delivery. At least they should inform all hidden charges before shipping.
iherb company is advertising falsely and should be penalized

The customer has been refunded.

Initial Business Response /* (1000, 5, 2016/08/01) */
The customer had already placed an order under a different account and therefore does not qualify for the discount. The order was cancelled over a month ago and unfortunately the price has changed in that time. The customer is more than...

welcome to replace the order without the first time discount and we will honor the $6.75 price.

We do request Authorization codes from time to time as a precaution for loss prevention.  Your Discover card can and will give the information to you if you request it.  We have customers get this information from them all the time.  I am sorry if they are unwilling to provide it to...

you.  I have sent a request to the Loss Prevention Supervisor for them to check this order to see if it can be released with out getting that Authorization Code.  If your order does not ship, then you will not be charged for the order.

I am rejecting this response because:When a company calls itself UKiherb you believe that this company is based in the UK and that customs charges do not apply.  There was  nothing anywhere on the website to indicate during the transaction that this would apply to my purchase. To locate this important information under General Information is misleading at best, this should be under the heading of IMPORTANT INFORMATION. This is the first time I have had any dealings with a company in the USA and from this experience it will be my last.  Potential purchasers should be supplied with the full costs of any goods ordered to allow them to make an informed choice and this information must be displayed at the point of sale - this is what happens in the UK obviously not in the USA.

Revdex.com:
Credit received; satisfied; thank you for your assistance.

Final Consumer Response /* (2000, 8, 2015/06/16) */
I have heard from the company and they have credited me for the unopened returns. thank you for your help.
sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/12) */
We apologize for the confusion but the customer was refunded back correctly for the missing items. Customer received credits on multiple transactions. Customer was in fact charged $123.04. They were refunded $37.96 on June 9th and then an...

additional $18.98 was credited back to their card on June 10th. So their total refund for the missing products was $56.94.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12760638, and find that this resolution is satisfactory to me.Dear Miriam,I am very grateful for your help, yes I accept the return by paypal.My paypal account email is [redacted]. I am available for any clarification. Have a beautiful day!Affectionately,_____________________________________________________________...⇄

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

Customer was refunded on 5/1/2017 at 3:47 PM PT for the expired rosemary oil.  It s not uncommon for essential oils to be manufactured without a plastic seal as they are not to be ingested.  They are only for external use.

Initial Business Response /* (1000, 5, 2016/07/07) */
This is a case of Fraud. Customer places orders under multiple accounts and asks for a refund for every order. We will not be processing a refund for this incident.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/07) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
There is no basis for this claim. I have photos that show the damage and you confirmed the refund before you denied it. What fraud are you talking about? You are the one that has fraudulently taken my money. I will continue to work with my bank to dispute the charges against you.
Final Business Response /* (4000, 9, 2016/07/11) */
We will not be processing a refund. We have a record of multiple accounts going to the same address all claiming for a refund on EVERY order.

Initial Business Response /* (1000, 8, 2016/05/31) */
Due to the value of the order, our loss prevention team attempted to verify card ownership. His order was cancelled and his card was refunded in full. The card was refunded in full on May 19th.
Initial Consumer Rebuttal /* (3000, 10,...

2016/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Iherb CSR,
Sorry, that is not the right attitude to solve the problem. You are a big company and you can not treat your customer like this.My account can not be frozen or deleted (maybe) for such stupid reason. And you can not forfeit my reward dollars (maybe other names, I am not sure what it is, but I have lots of money left in my account).
Also I want your explanation for the charge. What is this charge for? Do you think you can charge me anytime you want? All the company charge me when they ship the product.
Thanks for your time and have a nice day!
Regards,
[redacted]

We would be more than happy to refund the customer for the damaged items.  Please let us know which items were damaged and how much you had to pay in customs fees.   Please send us a list of items that were damaged and a copy of the Customs Bill.    We would never require the...

customer to return an item that was damaged, nor would we expect the customer to pay for the return of items that they report to us as damaged.

The customer's order was correctly declared to customs.  Customer used rewards points that they had earned as a way to help pay for the order.  However this does not lower the value of the order.  It would be like paying part of the order in Cash and Part of the order in Credit Card...

and then expecting the declared value to only reflect the amount that was paid by Credit Card.  Since the customer did not understand this I would be more than happy to refund the customer the amount they had to pay in customs fees as store credit that they can use on their next order.

This is a excerpt direct;ly from the shopping cart:General InformationDue to the fluctuations of the exchange rate, orders with value very close to the tax-free limit may be assessed Duties and Taxes (D&T) as the currency exchange rate may vary from the order date to the customs clearance date.Please check with your customs office to see if you can import the items, and if any additional licenses or permits are needed.And there is also a link right below that line that says "Read More"Which goes into even more detail.ShippingYou may have to pay import taxes, customs duties, or a brokerage (handling) fee for your order. These charges are separate from your shipping fee, and you will be billed directly from the carrier of your choice.

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

Our IT department has found the technical problem in our system that was preventing the customer from Unsubscribing to the mailing list.  This problem has been fixed and the customer will not be receiving any more promotional emails.

Initial Business Response /* (1000, 5, 2016/05/17) */
We completely understand your concern. Prop 65 warnings are very common here in California and are required by any company that manufacture's or sells naturally sourced products in the state of California. You can't even walk into a grocery...

store or buy a up of coffee without seeing a warning sign. It does not mean the product contains lead, but they are required by law to put these warnings up. However, since you are not in California we can definitely understand your concern in taking this product. You do not need to return the product, we will go ahead and process a refund for the item.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for agreeing to refund my money. My order number was XXXXXXXX. Again, this is for the Nature's Plus, Source of Life, Garden, Calcium, 120 Veggie Caps. I will dispose of these properly here in Japan then.
I will say that it would have been much better if you'd just agreed to do this in the first place rather than sending repeated emails refusing to resolve this and offering misinformation.
Further, prior to moving abroad two years ago, I was working frequently in L.A. due to the fact that this was a priority market for my company. In the significant amounts of time I spent there over the course of two years, I do not recall seeing a plethora of Prop 65 warnings. In fact, I am hard-pressed to recall seeing any.