iHerb, Inc.

We have recalled the package back from UPS and provided a full refund to the customer of all charges for this order in question.

Initial Business Response /* (1000, 5, 2016/05/06) */
iHerb never states on the website your package will be shipped by priority mail through the USPS. Here is a copy of what is on our website:
Postal Service
(Estimated Delivery:: May 06, 2016)
Orders of $80.00 or less, Mon-Sat delivery. 10...

lbs. maximum.
OK for P.O. Box or APO address - Free for orders over $40.00
We call it postal service because it let's customers know that their package will be delivered by USPS and not by Fedex.
If you no longer want the package you can just refuse delivery from the Post Office and they will return it to us at no charge to you as long as you do not open it.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Iherb is still lying and does not accept their mistake and admit to the truth
Expedited (1-5 Day) Shipping FREE for orders over $20.00 regardless of weight, anywhere in the contiguous United States, where available. For this shipping method, iHerb uses either Fedex Smartpost, which delivers through U.S. Postal or UPS.
Expedited 2-Day Special: Flat $4.00 regardless of weight, anywhere in the contiguous United States, where available. This service delivers by 5 p.m., Monday - Friday. This shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, and U.S. Territories such as Puerto Rico, the Virgin Islands and Guam.
UPS Next-Day, Economy Special: Flat $8.00 for the first 8 pounds, anywhere in the contiguous United States, where available. This service delivers by 5 p.m., Monday through Friday. This shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, and U.S. Territories such as Puerto Rico, the Virgin Islands and Guam.
UPS Next-Day, Expedited Special: Flat $12.00 for the first 12 pounds, anywhere in the contiguous United States, where available. This service delivers by 10:30 a.m. (most of the time), 12 p.m. (noon), or by the end of the day, Monday through Friday, depending on the destination. This shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, or U.S. Territories such as Puerto Rico, the Virgin Islands and Guam.
Post Service 20 lbs, max. Air mail or Priority Mail works fine for delivery to P.O. Boxes and APO Addresses, as well as street addresses. Delivery takes place Monday through Saturday. This shipping method is limited to orders that have a value of $80 or less and weigh less than 20 pounds. ($40+ Freeshipping shows during checkout)
if the package got lost, bounce around and back after refusal of delivery (usually happen in Smartpost) then its up to iherb to absorb the cost of the of the package
but then again iherb is not trustworthy so it might not accept responsibility for the lost
the question is will iherb accept full cost responsibility after refusal of delivery even if the package bounce around by usps and fedex and never get it back ?
Final Consumer Response /* (4200, 15, 2016/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
it suppose to come with two day usps priority on friday or saturday not smartpost
demand store credits for not using usps priority as advertised
Final Business Response /* (4000, 13, 2016/05/11) */
There was no delay, the package arrived in 2 days.

We have offered to as a courtesy to this customer a refund for an order that they claim was not received.  This refund was done in the form of store credit.  Since the customer originally used a cash form of payment for the order our only option is to refund them in the form of store...

credit.

I am rejecting this response because:I was just informed now of this months after my request for refund.This is now the 4th reason why they will not process my refund. Last I spoke to them they outright refused.I am not responsible for these fees and I was not warned in advance, neither is my government for that matter.

I am rejecting this response because:I am talking about the return shipment cost (RM340) that they are promise to refund and not about the purchase/order. They are now trying their very best to avoid to refund me the return shipment cost which they promise. This...

is very unfair to me because I did double confirm with their customer care ([redacted] , [redacted]) before proceed to send my return parcel, I also did informed them about the cost (RM340).I want my return shipment cost to be refunded (RM340).Many thanks.Regards,[redacted]

Thank you for bringing this matter to our attention.  This was definitely not handled properly by the Customer Service Representative.  I have processed a full refund for your order.  The agent will also be coached on the proper handling of similar contacts from customers in the...

future.

The customer has paid the proper amount and no more money is due.  I am not sure why the customer does not accept this response.  The website clearly states one trial item per order.  We have given them 3.











3/12/2017






Complaint

Hi, I have placed one product order with iHerb using their website and after putting all my details including the delivery address one price Quoted including the delivery which I paid the price for that good. After 10 days I have received the letter from Royal mail delivery service which asking me...

to pay £11.64 as custome duty to be able to deliver the product to my door. Then I have contacted IHerb confirming whats going on and why I the product not delivered as it should be and Iherb replied was as below.
e appreciate your time sending us the photo. As a courtesy, we can cover 50% of the customs fee. You can pay it, once paid we will process 50% refund back to your credit card.
Please be advised, 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 collector. If 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 charges. Please 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 abandoned. If this happens, iHerb will not be able to refund the order.
I was so frustrated by the response and almost feel trapped and forced to pay the duty as in any instance I would be loosing my money which was on top of my purchase price. I feel cheated by company with their response and giving not enough information upfront when I placed my order at first place. I have contacted few times to them explaining the situation but they keep saying that its not their fault.







Desired Resolution

I like to refund all my custom duty paid back and also like compensation of £25 to gone through all this process and consuming all my time in raising the complain. Also I like iHERB to be transparent in their charges going forward for all UK customer so that it won't happen to others.

Consumer Business Dialog

The order has been delivered:
[redacted] HEIGHTS, MI [redacted] US




12/30/2017




2:45 pm



Order has been delivered

I am rejecting this response because: This response is unsatisfactory.

The order was reshipped already for the customer and it is out for delivery today.http://www.lasership.com/track.php?track_number_input=[redacted]

I am rejecting this response because:I have replied to tiHerb...

with regard to their confirmation of refund dated May 1 (according to your reply to me) but as you can read below (their email to me), they were just planning that refund only yesterday (May 2) and until now, no money is reflected on my account. I have also appealed to them to refund my other 5 bottles of Castor Oils which have "No Expiry" dates.  I appreciate your prompt action on this. However, Kindly help me get also my money back Refund for my other 5 bottles of my CASTOR OILS that have "NO EXPIRY" as I have reported in my initial emails. I am requesting for the refund of these 5 oils that I've ordered too coz I paid and these are all of no use too since there's no "printed" Expiry Dates. I am not rich. Kindly facilitate. This is my first time ordering with iHerb and it is truly an ordeal having this. Kindly help me. More Power & God bless! Sincerely, Anna :)

We apologize that your order was not refunded when it was cancelled.  We have processed a full refund for the amount of BRL 281.52.  Please allow 48 hours for the refund to show in your account.

We do not recharge for reshipments.  The customer is looking on their order history which shows the value of the items that were reshipped it does not mean they were recharged.  If they check the original order number they will see it has been zeroed out for those items and the amount has...

been moved over to the reshipment order.  No charge has been actually placed to the customers card.  They can easily check their bank statements to confirm no extra charges were made.