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
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 refundLast 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
Initial Business Response / [redacted] (1000, 5, 2016/05/06) */ iHerb never states on the website your package will be shipped by priority mail through the USPSHere is a copy of what is on our website: Postal Service (Estimated Delivery:: May 06, 2016) Orders of $or less, Mon-Sat delivery lbsmaximum OK for P.OBox or APO address - Free for orders over $ 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 / [redacted] (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-Day) Shipping FREE for orders over $regardless of weight, anywhere in the contiguous United States, where availableFor this shipping method, iHerb uses either Fedex Smartpost, which delivers through U.SPostal or UPS Expedited 2-Day Special: Flat $regardless of weight, anywhere in the contiguous United States, where availableThis service delivers by p.m., Monday - FridayThis shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, and U.STerritories such as Puerto Rico, the Virgin Islands and Guam UPS Next-Day, Economy Special: Flat $for the first pounds, anywhere in the contiguous United States, where availableThis service delivers by p.m., Monday through FridayThis shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, and U.STerritories such as Puerto Rico, the Virgin Islands and Guam UPS Next-Day, Expedited Special: Flat $for the first pounds, anywhere in the contiguous United States, where availableThis service delivers by 10:a.m(most of the time), p.m(noon), or by the end of the day, Monday through Friday, depending on the destinationThis shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, or U.STerritories such as Puerto Rico, the Virgin Islands and Guam Post Service lbs, maxAir mail or Priority Mail works fine for delivery to P.OBoxes and APO Addresses, as well as street addressesDelivery takes place Monday through SaturdayThis shipping method is limited to orders that have a value of $or less and weigh less than 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 / [redacted] (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 / [redacted] (4000, 13, 2016/05/11) */ There was no delay, the package arrived in days
We apologize that you were unaware of the extra duties and taxes charged by your country's customs and duties officesUnfortunately, 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/ Complaint On January 9th my iHerb account was hacked & my debit card was used to make a purchaseI noticed the charge roughly 30-minutes after the order was placed & immediately cancelled my debit cardI then logged into my iHerb account to see that the person who hacked my account has changed the primary shipping address & the contact emailI deleted that information & quickly changed the shipping address & the email back to my ownI tried contacting iHerb to cancel the fraudulent order, but there is no customer service phone number, only an email addressI contacted iHerb via email & received a generic response on January 11th, stating they would forward my concern to a different departmentThe 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 backI 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
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
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
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/orderThey are now trying their very best to avoid to refund me the return shipment cost which they promiseThis 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] ***
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
Final Consumer Response / [redacted] (2000, 8, 2015/06/16) */ I have heard from the company and they have credited me for the unopened returnsthank you for your help sincerely, [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
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
Customer ordered different trial items in their order It clearly states on our website the following:Try a product or sample at below the regular priceLimited to:One per orderIf you add a second product, you will pay our regular low price for the second item.One per customerIf you reorder a product, you will pay our regular low price.As a courtesy our system will allow a customer to order products at the lower trial price However, since this customer ordered 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 $ 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, oz (g) $ Desert Essence, Tea Tree Oil Dental Floss, Waxed, Yds (m) $ Desert Essence, Travel Size, Coconut Shampoo, fl oz (ml) $ iHerb Goods, Bamboo, Ballpoint Pen $ iHerb Goods, iHerb Grocery Tote Bag, Extra Large $ iHerb Goods, Promotional Shower Cap, Mirror & Nail File Pieces $ MegaFood, One Daily, Tablets $ Out of Africa, Pure Shea Butter with Vitamin E, Unscented, oz (g) $ Subtotal $ $Discount for Promo $ Subtotal $ Shipping $ Total Due $ 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 $order discount So the customer is actually only owed cents Which will be refunded back to the card immediately
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: > >> $(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: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
Initial Business Response / [redacted] (1000, 5, 2016/07/07) */ This is a case of FraudCustomer places orders under multiple accounts and asks for a refund for every orderWe will not be processing a refund for this incident Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no basis for this claimI have photos that show the damage and you confirmed the refund before you denied itWhat fraud are you talking about? You are the one that has fraudulently taken my moneyI will continue to work with my bank to dispute the charges against you Final Business Response / [redacted] (4000, 9, 2016/07/11) */ We will not be processing a refundWe have a record of multiple accounts going to the same address all claiming for a refund on EVERY 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 purchaseTo locate this important information under General Information is misleading at best, this should be under the heading of IMPORTANT INFORMATIONThis 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
I am rejecting this response because: I have already emailed the pictures of the broken itemsI have not heard back from anyoneAnd 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 $US to return the entire order to you
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
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 refundLast 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
Initial Business Response / [redacted] (1000, 5, 2016/05/06) */ iHerb never states on the website your package will be shipped by priority mail through the USPSHere is a copy of what is on our website: Postal Service (Estimated Delivery:: May 06, 2016) Orders of $or less, Mon-Sat delivery lbsmaximum OK for P.OBox or APO address - Free for orders over $ 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 / [redacted] (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-Day) Shipping FREE for orders over $regardless of weight, anywhere in the contiguous United States, where availableFor this shipping method, iHerb uses either Fedex Smartpost, which delivers through U.SPostal or UPS Expedited 2-Day Special: Flat $regardless of weight, anywhere in the contiguous United States, where availableThis service delivers by p.m., Monday - FridayThis shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, and U.STerritories such as Puerto Rico, the Virgin Islands and Guam UPS Next-Day, Economy Special: Flat $for the first pounds, anywhere in the contiguous United States, where availableThis service delivers by p.m., Monday through FridayThis shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, and U.STerritories such as Puerto Rico, the Virgin Islands and Guam UPS Next-Day, Expedited Special: Flat $for the first pounds, anywhere in the contiguous United States, where availableThis service delivers by 10:a.m(most of the time), p.m(noon), or by the end of the day, Monday through Friday, depending on the destinationThis shipping method may not be available for certain zip codes, the states of Hawaii and Alaska, or U.STerritories such as Puerto Rico, the Virgin Islands and Guam Post Service lbs, maxAir mail or Priority Mail works fine for delivery to P.OBoxes and APO Addresses, as well as street addressesDelivery takes place Monday through SaturdayThis shipping method is limited to orders that have a value of $or less and weigh less than 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 / [redacted] (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 / [redacted] (4000, 13, 2016/05/11) */ There was no delay, the package arrived in days
The order has been delivered: [redacted] HEIGHTS, MI [redacted] US 12/30/ 2:pm Order has been delivered
We apologize that you were unaware of the extra duties and taxes charged by your country's customs and duties officesUnfortunately, 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/ Complaint On January 9th my iHerb account was hacked & my debit card was used to make a purchaseI noticed the charge roughly 30-minutes after the order was placed & immediately cancelled my debit cardI then logged into my iHerb account to see that the person who hacked my account has changed the primary shipping address & the contact emailI deleted that information & quickly changed the shipping address & the email back to my ownI tried contacting iHerb to cancel the fraudulent order, but there is no customer service phone number, only an email addressI contacted iHerb via email & received a generic response on January 11th, stating they would forward my concern to a different departmentThe 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 backI 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
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
The customer has been refunded for the order
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
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/orderThey are now trying their very best to avoid to refund me the return shipment cost which they promiseThis 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] ***
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
Final Consumer Response / [redacted] (2000, 8, 2015/06/16) */ I have heard from the company and they have credited me for the unopened returnsthank you for your help sincerely, [redacted]
The customer has been refunded
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
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
Customer ordered different trial items in their order It clearly states on our website the following:Try a product or sample at below the regular priceLimited to:One per orderIf you add a second product, you will pay our regular low price for the second item.One per customerIf you reorder a product, you will pay our regular low price.As a courtesy our system will allow a customer to order products at the lower trial price However, since this customer ordered 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 $ 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, oz (g) $ Desert Essence, Tea Tree Oil Dental Floss, Waxed, Yds (m) $ Desert Essence, Travel Size, Coconut Shampoo, fl oz (ml) $ iHerb Goods, Bamboo, Ballpoint Pen $ iHerb Goods, iHerb Grocery Tote Bag, Extra Large $ iHerb Goods, Promotional Shower Cap, Mirror & Nail File Pieces $ MegaFood, One Daily, Tablets $ Out of Africa, Pure Shea Butter with Vitamin E, Unscented, oz (g) $ Subtotal $ $Discount for Promo $ Subtotal $ Shipping $ Total Due $ 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 $order discount So the customer is actually only owed cents Which will be refunded back to the card immediately
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: > >> $(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: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
Initial Business Response / [redacted] (1000, 5, 2016/07/07) */ This is a case of FraudCustomer places orders under multiple accounts and asks for a refund for every orderWe will not be processing a refund for this incident Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no basis for this claimI have photos that show the damage and you confirmed the refund before you denied itWhat fraud are you talking about? You are the one that has fraudulently taken my moneyI will continue to work with my bank to dispute the charges against you Final Business Response / [redacted] (4000, 9, 2016/07/11) */ We will not be processing a refundWe have a record of multiple accounts going to the same address all claiming for a refund on EVERY 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 purchaseTo locate this important information under General Information is misleading at best, this should be under the heading of IMPORTANT INFORMATIONThis 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
I am rejecting this response because: I have already emailed the pictures of the broken itemsI have not heard back from anyoneAnd 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 $US to return the entire order to you