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Address: 301 N Lake Ave STE 600, Pasadena, California, United States, 91101-5129
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Address: 301 N Lake Ave STE 600, Pasadena, California, United States, 91101-5129
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I tried to cancel order before shipping but no proper support via phone, email or chat
Below is my communication with iHerb to help explain the issue. Please note that recently iHerb has offered to refund but tthen retracted. Also note that box was damaged and I was not home to receive the parcel to refuse.
I have tried to contact iHerb to cancel order before it was sent out to me via website phone number (not a real number) and 24/7 chat. Even in the evening (not a busy time) once receiving unwanted shipment, I tried using 24/7 chat multiple times without success. When I finally did my get in contact with two of your agents *** and ?, they simply neglected to respond to my inquiry. I wanted to rectify this order by asking iherb to price match my last order with another vendor as there are no discount codes available on your site as falsely advertised. *** price for 2 bottles of Sacro B lbs is $83 Canadian including tax and shipping. If iherb cannot refund the difference and don't have a proper way to communicate with me, then I don't want to deal with them and want my money back. I will be writing online reviews to educate future buyers of the difficulty and I think PayPal needs to step in for future customer protection. My order number is XXXXXXXXX.
1) Return full money to compensate for unwanted parcel and unnecessary stress created.
Dear Valued Customer,
We regret to hear of this instance. After looking into this claim and order, no contacts were ever received by chat or email regarding trying to cancel an order. iHerb also does not price match. You were previously informed to send back the parcel to our address if you wish to be refunded. We can only refund once the items are received back to our warehouse undamaged or until the tracking update says it is being returned to our warehouse location.
Please let us know if you have any questions.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not going to pay for shipping back to you as it will cost the same for the requested price match and this does not make any sense. Also, how would you have any records if I was not able to get through to you in the first place, which is the initial problem? Regardless, to prove that your company has a communication issue, I have all the chat emails after you shipped out to me. If you want proof that your website phone number is not valid, simply call it.
Also, I have asked for a promotional code which would have helped this case from escalating to the Revdex.com. If your agents were trained to handle customer service issues and contact to your company was valid, I would not have a problem.
Dear Valued Customer,
We thank you for getting back to us so quickly. However, no refund will be honored until/unless we receive the items back into our warehouse system undamaged. As stated prior, we do not price match any competition as we offer the best value when one considers the wide range or products we have at a competitive price.
We look forward to receiving the package back so we can grant a refund. Best of health in the times to you and your loved ones.
(The consumer indicated he/she DID NOT accept the response from the business.)
Doesn't resolve pricing concern or customer service concern.
Delivery is 2 weeks late.
Business doesn't know when They will deliver.
Business refuses to cancel the order.
I placed an Online order on March 13.
I was supposed to get My order on March 18. My order contains sensitive products that has to be delivered quick like baby formula and food supplements.
My order wasn't delivered on time, I contacted customer service and they told me to wait another week. After one week passed customer service said that they will not cancel my order and they informed me that they have no idea when my order will be delivered and that there is nothing the can do about it.
Order number # XXXXXXXXX
I would like a refund and an apology.
Dear Valued Customer,
This claim will not be honored as it is said several times during the checkout for customer in Saudi Arabia that due to the nature of the recent pandemic orders will be delayed for potentially long periods of time. This can be seen in the screenshot below. We are sure every customer understands this since the world is facing a global pandemic.
We wish you the best of health!
(The consumer indicated he/she DID NOT accept the response from the business.)
When I placed my order on March 12. There was no message mentioned about the delayed orders. Therefore, and I was given an estimated delivery time of March 18.
As of Today March 31st, my order is not received.
Also, I ordered baby formula, and it has to be stored in ideal condition, however the shipping carrier contacted me and said they can not Guarantee that. If I don't have my refund, and I do receive my order, and it harms my baby. I will file a lawsuit.
Because by you refusing to refund my order, you are saying that all products are in good condition.
Thanks
Dear Valued Customer,
We wish you the best of health!
IHerb doesn't really care about how products are stored. The only thing that concerns them is money.
Failure to issue refund for returned item.
I placed an order on February 15th. On February 18th I sent an email regarding how to return the item. I sent it back via USPS tracking number XXXXXXXXXXXXXXXXXXXXXX, in accordance with the instructions that I received. The item was completely unopened and still sealed. It was delivered to them on March 6th. As of today, I have contacted them three times to inquire about the status of the refund and have received three responses that have nothing to do with what I am asking and I still have not received a refund. The last email that I received said that a refund for a "discount" was issued on March 17th, however I have no idea what "discount" they are talking about and absolutely no refund has been issued back to my bank account. I feel that this should have been a very straight forward return and refund (the item was only $56) however for some reason they refuse to issue the refund. I have ordered from them a few times over the years and have never returned anything. I have also already placed (and received) a new order while all of this was going on.
I am seeking a refund for
Dear Valued Customer,
We are sorry that the issue reported above occurred and would like to look into this matter further.Unfortunately, the tracking number provided in the complaint does not match anything in our system. We kindly ask that you send us the order number and account email associated with the order. Once we receive this information we will gladly look into this claim with the intent of providing a reasonable resolution for you.
We look forward to hearing from you soon!
(The consumer indicated he/she DID NOT accept the response from the business.)
Order number XXXXXXXXX.
Dear Valued Customer,
We have checked the order # and account and an agent did try to create and process a refund for this order unsuccessfully. We have forwarded this issue to our IT team and provided them the needed information to help resolve this matter. We should be getting feedback and the problem solved from them within 48 hours. We thank you for your patience.
(The consumer indicated he/she ACCEPTED the response from the business.)
refund run around
this email below was sent to iherb.com, but they keep asking me to send pics which I explain several times to that I couldn't, but I was willing to send the damaged items back in the box, but they said no. I keep getting the same response back from them, which is to take a pic of the damaged items. it's been over a month now, still no refund.at one time they said they were sorry for delay, n would get to a refund, but nothing. I have done business with iherb.com for ver 10 yrs now.
Refund Request Declined - ***
Yahoo
/
Sent
***
To:
***
Mon, Feb 17 at 6:38 PM
hi, I sent in a request for damaged items in my box from a shampoo bottle that broke opened at the top n leaked all over the epic pork rinds in the box. I am requesting a refund for the shampoo n the bags of epic pork rinds. I am in a wheelchair handicapped n live in the desert. I don't own a camera. at the time you could of sent for the whole box to be returned but you didn't. I am requesting for this refund. when I tried online to get refund it would only take one item, and there wasn't any way to correct this, but to ask for a whole refund. all I want is for those epic pork rind bags n the shampoo bottle. btw the shampoo was not package with a plastic bag n tie like usual.
***
Reply, Reply All or Forward
refund for the items that were damaged, shampoo (that leaked all over the box, wasn't shipped in plastic bag as usual, also when all over the pork rind bags (all bags). i would like a refund for these items. i've purchased items on a reg. basis with iherb for over 10 yrs n now asking them to be a business that a person can count on.
Dear Valued Customer,
We apologize for this issue and appreciate the fact you have been a long time customer. A refund for the shampoo was granted on 02/09/2020 and has been initiated on our end. Any issues with the receipt of this refund must be due to PayPal and we recommend contacting them regarding this.
We are more than willing to refund the four bags of pork rinds, however, PayPal will not let us due to their refund policy. All refunds for PayPal must be done within 30 days of the original transaction. We will gladly refund the amount of the four bags to your Rewards account so you can use the rewards credit on your next order.
Our policy for all damaged items is to have the customer provide photos documenting the damage of the item(s). Since none were provided in a timely manner, this refund has now exceeded the 30 day refund policy for PayPal.
We look forward to seeing if you are willing to accept the refund amount in rewards credit as that is the only option we have left. We look forward to hearing from you and apologize for this inconvenience again.
(The consumer indicated he/she ACCEPTED the response from the business.)
yes, refunding back to my rewards is fine, so I can order with the refund there.
thanks
This is a terrible company ,
Here is what the company claims : What is your return policy?
You are welcome to return any product within 60 days of being purchased.
This is what actually happens in reality :
I emailed their services for a package that never arrived to my doorstep , I explained the situation to their services stating to them that the package got seized by the customs for unknown reasons and that I do not have the financial means to go through the process because between dhl fees and custom clearance (in morocco ) fees I would at least pay double the amount of the actual package .
A representative by the name of Ronel had this to say after I issued a refund ticket :
Your request (XXXXXXX) has been updated. To add additional comments, reply to this email.
Ronel (iHerb)
Mar 2, 6:59 AM PST
Dear Valued Customer,
Thank you for your patience. We apologize for the issue that you are currently experiencing.
We have sent the information to the carrier to have your information updated. Please, allow us up to 3 business days to solve the issue regarding your order. As soon as we receive more information we will contact you.
Let us know if there are any further questions or concerns we can assist you with.
Sincerely,
Ronel M.
The iHerb Team
I waited for two weeks after that . nothing .
I then had several people on live chat , all they do is ask me to wait two to three business days . nothing .
I issued another refund ticket to only have mr Ronel again who had this to say :
Ronel (iHerb)
Mar 9, 4:39 AM PDT
Dear ***,
Thank you for choosing iHerb.com. We apologize for any inconvenience that this has caused you.
Please note that the return cost is $75.33 which is more than the package value. If you do not want to accept the package, it will be abandoned and a refund will not be processed.
Please let us know if you have any questions.
Sincerely,
Ronel M.
The iHerb Team
I cant file complaint because my country isn't listed on Revdex.com , but I taught at least I can leave a review that can help someone and prevent unnecessary loss of money , in certain corners of this planet 65usd is a lot of money .
I sent the product back to the address it came from, unopened on feb.18th.they charged my checking account *** feb.7th. Not refunded. No one to call
The emails say the same each time, they approved the return and to check with my financial institution.I have and they did not refund me .I'm out 33.52.they took from my checking feb.7th. I returned on feb.18th.
I want my refund of
The refund for the full amount of *** was processed.
Please allow a few days for the payment to be credited back into your account.
We apologize for the inconvenience as this refund should have been processed earlier.
(The consumer indicated he/she ACCEPTED the response from the business.)
It was resolved.
I requested a return/refund for items within an order. iHerb refused to provide a refund and closed the request.
iHerb Order Number: XXXXXXXXX, placed on January 20, 2020, delivered on January 22, 2020. I contacted iHerb on 2/16/2020 to request a refund for certain items within the order. Return # RAXXXXXXXXXXXXXX, requested on February 16, 2020. The items requested to be returned for a full refund were as follows:
RSP Nutrition, Quadralean Thermo, 180 Capsules, ***
Optimum Nutrition, Opti-Women, 120 Capsules, ***
RSP Nutrition, QuadraLean Non-Stim, 150 Capsules, ***
Nature's Way, Hyssop Herb, 450 mg, 100 Vegetarian Capsules, ***
Nature's Way, Neem Leaf, 475 mg, 100 Vegetarian Capsules, ***
I heard back a few days later from iHerb. The co. stated the return request was denied for the following reasons:
Return Denied
Your return was denied due to the following reasons: Unfortunately, we did not receive any additional information upon your request. We ask you to fill out the request again by attaching the necessary photos or contact *** to consider the issue.
This statement by iHerb is materially false as they never requested I send any additional documentation or photos to assist in the return of the requested items.
Furthermore, California law addresses terms for a Return & Refund Policy that may not be expected by a consumer.
Civil Code Section 1723 of the California state requires a retailer to post their Refund Policy if the policy contains unique requirements.
Common expectations in the U.S. retailers offering:
A full cash or credit refund;
An exchange;
Or a combination of these solutions when buyers are unsatisfied with their purchase
If the Return & Refund Policy does not include these expectations, it must be conspicuously displayed, even it only applies to one class of merchandise.
For example, if a retailer only authorizes exchanges but not refunds, that would need to be displayed.
Likewise, if returns are not authorized on particular merchandise, like medical items, that must also be displayed.
If the display of the policy is necessary, the Return & Refund Policy must state:
Whether a cash refund, store credit or exchange is given for the full purchase price;
The time period a refund, credit or exchange is authorized;
Merchandise covered by the policy; and
Conditions for a refund, credit or exchange. For example, that is must have the receipt and original packaging.
Exceptions to this policy include perishable items, merchandise marked "as is", goods damaged after purchase, customized goods that meet specifications, merchandise without its original packaging, and exchanges that cannot be made due to public health reasons.
After searching the iHerb website for its return policy I couldn't find anything its return policy.
I demand a full refund for the products purchased ($111.06). I will not make any further purchases and request my account be closed in conjunction with the refund.
I request a full refund for the products purchased under iHerb Order Number: *** ($111.06).
Please note that we have processed a refund for the full amount of ***
Please allow a few days for the amount to clear back to your original payment method.
Please dispose of the products as you wish for you do not need to return it back to us.
(The consumer indicated he/she ACCEPTED the response from the business.)
Business promptly emailed me with timing of the expected refund. Thanks for your help Revdex.com!
iHerb making false claims of service I have received.
iHerb deactivated my account after I received a refund for a damaged product.
This has been an ongoing issue. And I had don't a complaint through Revdex.com before. But your representative did not deal with my issue.
I will be blunt, my complaint is NOT about their TOS for a photo I choose. That issue had long been dealt with by the 10th representative of iHerb. After I got misinformation from iHerbs own representatives. Which they are aware of.
DO NOT give me a response on the photo issue. That is NOT my issue. And has NOT been an issue this whole time.
My issue, that seems to get ignored is the fact I have received poor customer service from their company. I would get responses that did not deal with my issue. A representative named ***. threaten me with account deletion because I dared to asked why customer service was so poor.
I tried to email to speak with a manager to report him on this. I never got a response. Even with sending multiple emails on his behavior.
I had received a damaged product from my 3rd order and had to contact customer service through their app.
They gave me a refund and the representative would not give me a managers contact so I could file a complaint myself in a private email.
So I gave them a negative review on trust pilot. And iHerb reported it saying my claims are unfounded. And that I threatened their representatives. Which I DID NOT DO. I HAVE PROOF OF THIS FACT. Which people are ignoring.
And in retaliation of my negative review. iHerb deactivated my account.
Effectively stealing my*** refund that was justified since I received a damaged product. And have proof of as well.
I am providing a photo to show how I cannot login to my account.
And yes I did follow the instructions listed in the photo.
I want my money back and a formal apology from this company for their attempt of making me look bad by lying.
I am literally not going to stop until this is properly resolved. So I would appreciate it if people actually listened to me on what my issue is.
The resolution I am seeking from iHerb is my *** back as that is my money from a proper refund for a damaged product. And a formal proper apology for their poor treatment of me that had been going on for months. Literally I have tried to deal with this with them through email. But they do not respond to me except through Trustpilot. While making a false claim of what happened.
Hello,
The customer violated our Terms of Use agreement. The reason was explained to the customer and they were also advised to not use abusive language towards our employees. The customer was warned that continuing to use abusive language would result in deactivating their account. The customer then made false claims online and mentioned our employees and shared their personal information. The account was deactivated after seeing this information. The damaged product was already refunded to the customer's rewards on 02/08/2020, however, because the Terms of Use agreement was violated, deactivated accounts cannot earn, use or cash out Rewards credit.
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I used inappropriate language at the employees who kept giving me the the run around. When it was expressed to stop. I stopped and have emails proving as such.
Was it like that at the start? No. And iHerb knows this fact.
I did not make false claims of the accounts. And even showed this to another person who can attest that what I said is the truth.
The only personal information was naming names of representatives who treated me poorly. But there is no last names as I do not know them.
Basically iHerb continues to refuse to hold themselves for any accountability for their actions. And I even attempted to deal with the situation privately. Which they refused to do themselves.
I also expect my money back. It is STEALING my money and not acceptable to simply state I cannot use my money.
They are claiming I violated their TOS. But the reality is they bully their customers. And any customer who says anything negative about their company even on review sites for their experience get threated with their account being deactivated. I am not the only person they have done this to.
And it is poor on their side to try to claim the customers are lying when they treat them so badly. Remember I have emails to prove what I say is true.
I have taken screenshots to show every detail of what has occurred.
If they want to keep my account deactivated. Then they need to mail me my refund because it is not acceptable for them to essentially steal my money just because they did not like my negative of how they treated me.
Their response is an excuse to keep my refund which was justified.
I have asked multiple times to speak with them in private about the issues. But they choose to ignore me. And just want to make me seem like a villain.
The fact that they ignore customers most of the time. And when people request to speak with a manager and get refused when they ask shows they do not want to deal with anything.
And it would be appreciated on my part if Revdex.com would in the least assist me in getting my money back because iHerb does not want to deal with the situation as they have proven multiple times.
But either way. I want my money back. And will not accept the response of not being able to use my money due to them deactivating my account due to them disliking my review on ***. Which is a 3rd party site and their TOS is not iHerbs TOS.
Hence, iHerb checks on reviews on third party sites and deactivates customers accounts if they see negative reviews.
Once again remember, I have someone who has read my account and knows what I say is truth. That person is a customer who posted on iHerbs Facebook account.
iHerb cutting out the fact they too did wrong (because unlike iHerb I can admit I used inappropriate language. Most people would have if they had been in my situation) to make it seem like only the customer is at fault shows a lack of account ability.
They can send me my money back in the mail.
The customer agreed then violated our Terms of Use agreement. The customer was notified that the picture simulated violence. The customer was also warned that continuing to use abusive language would result in deactivating their account. The customer called our agents "i
s" and "i
ss" unfortunately, on more than one occasion. The account was deactivated after seeing this information.
As for the refund request, we have processed the refund to the customer's rewards on 02/08/2020, however, because the Terms of Use agreement was violated, deactivated accounts cannot earn, use or cash out Rewards credit. There is nothing else we can do on our end.
Here is a link to our User Generated Content Guidelines.
(The consumer indicated he/she DID NOT accept the response from the business.)
iherb is staying they deactivated my account due to inappropriate language. But that is false. They deactivated my account when they saw I had edited my review on *** to give a fuller account of what happened. Even in my edit I openly admited I used inappropriate language.
I received multiple emails from representatives that clearly did not read what the issue was. I kept getting responses about item reviews I never did in the first place. And it shows that iherb is more concerned avoids closing issues with customers than actually dealing with issues.
I am not the only customer who has had this issue with iherb.
I also had contacted their through the app and was told by reps they would contact me. Til this day they have not contacted me. And I have proof I did not use inappropriate language at those times since those conversations are recorded and I had them emailed to me.
Please note when I give more details iherb changes their tune a little bit. This is due to the fact they do not want any accountability for their actions.
Anyone receiving over 5 emails for item reviews they never asked for help on would be upset.
Yet iherb is trying to make it seem this was the reason for the deactivation of my account.
But what Iherb has not told you was those emails were about 1 month prior to my account deactivation.
Yet my account was deactivated within minutes of them reporting my review on trust pilot and claiming my review is unfounded. Even here when I can clearly say I have a witness who can attest that my claims are in fact founded. They are tying to make any excuses possible I avoid holding themselves accountable.
Once again, they can mail me the money that is due to me. Keeping it is thieft. And I expect my money back. Making the excuse that deactivated accounts cannot use the credit given back is iherb saying "we just want to keep your money."
They have my address, so they can mail me my 1748¥ back.
Again I had tried to deal with this situation with iherb privately multiple times. They themselves have refused communication. And I am not the only customer they have done this to.
So iherb repeating that I used inappropriate language. When I have clearly stated on just here on Revdex.com, but even publicly on *** that I did so. So them trying to enforce that issue as a negative point. Yet again, I have already admitted to this fact. My response will not change that I used inappropriate language.
So when is iherb going to admit that their customer service needs improvement? And that much of this could of been avoid if I have been provided the proper information about my photo choice at the beginning. Further more, the fact their representatives who I didn't not use inappropriate language with also didn't not contact me back at any point.
So iherb wants to make it seem that I used inappropriate language the whole time. Yet I have proof I did not. And their customer service still never dealt with my issue til well over a month later.
I expect my money back. And I will continue to say as such.
I herb refuses to give a proper apology. And when they did give me one on trust pilot. It wasn't even an apology, but then pointing a finger to make it seem I was the only one in the wrong.
iherb does not want to fix how their service is done. They bully their customers. Then cry foul when called out on it instead of fixing the issues.
Again, I have proof my account was deactivated for my review on trust pilot. Not because of any of the emails sent as those were sent one month prior. And my account was deactivated within minutes of them reporting my review that they did not like on trust pilot.
iherb generally does not expect a person to have proof. But I make sure to keep all accounts be it email, or screenshots when a company treats me poorly.
iHerb use to be my favorite company to order all my vitamins, lotions, soaps etc. For years they have had outstanding service and corrected any issues immediately. Recently they have cancelled having a phone number for customer service and you have to submit your issue on line through a form or a chat. My package last week was missing an item. I filled out their form on Friday (24/7 they say??) and by Monday, NO response. I try to find a phone number, NO number to call. So then I had to "chat." The chat was slow and I had to wait and it disconnected. I started another chat and this time the rep was very responsive. He informed me they can only give me a refund. I wanted the product, not a refund!! The rep tells me I have to submit a new order for it. This problem occured because iHerb did not send me the correct items and now I have to do the leg work and re-order?? iHerb has just lost another loyal customer. In the past, I refererred friends to iHerb but they have now lost their Customer Service quality and there are too many other companies customers will turn to that have quicker turnaround times and process orders correctly with no complaints, and keep a toll free number.
On Jan 17 2020, I used ***'s Rewards Code to place an order with iherb (Order # *** Order Total $337.61). I am absolutely certain that I have used the above-mentioned Rewards Code to make the purchase. However iherb insists that I didn't and refuses to honour the award of Rewards Credit to ***.
Product_Or_Service: Rewards Credit to
Other (requires explanation) Award the relevant Rewards Credit to
The customer used a different rewards code *** when placing an order. Please see attached picture.
As a courtesy, we will be adding the amount *** in rewards credit amount to ***'s account.
Please allow up to 24 hours for this credit to be transferred to the account.
When placing future orders, please double check which rewards code is being used before submitting it. If you add or remove any products right before placing an order, our system may generate a new rewards code based on your "last click".
(The consumer indicated he/she DID NOT accept the response from the business.)
I certainly did enter the Rewards Code of *** when placing this particular order, as I always did each time I placed an order with iHerb previously. If the system of iHerb did not record this, it must be caused by a fault in their system.
Unfortunately, the rewards code *** was used for the order.
Sometimes this happens because when adding or removing products, our system may automatically generate a different code based on your last click.
We are working with our Tech Team to look into this issue to have this issue resolved.
However, for future reference, please double-check the rewards credit before officially placing the order.
For the order, the rewards amounted to $16.88 as credit.
This credit has already been successfully transferred to the friend's *** account.
You may contact the friend and verify it for yourself.
Again, we understand that you are absolutely sure the correct rewards code was used and we are investigating the issue. However, please note that the rewards credit was transferred to the requested account.
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that iHerb's system failed to record the referral Rewards Code that I used exactly indicates that their system is poorly designed and faulty. But iHerb refuses to admit their mistakes.
Since I set up an account with iHerb in 2017, I have purchased over eight thousand dollars' worth of supplements from them. Do you think a customer who had spent over eight thousand dollars at a store will lie in order to gain a small reward from it?
iHerb has been changing their rewards program frequently without bothering to notify their customers. If iHerb wants to cut down on rewards to customers, they should make it clear. To the customer, trustworthiness of the store is far more important than competitive price and rewards.
This will be my last response to IHerb here. I've spent too much time on this company already and I have had enough hassle dealing with their glitchy website and substandard customer service.
I ordered a bottle of VEGAN oil of oregano capsules from iherb. The pictures of the product's bottle as well as the listing information stated that it was vegan and listed the "other ingredients" as "non-GMO tapioca starch, non-GMO glycerin, and water." The bottle I received lists the "other ingredients" as "gelatin capsule and glycerin." Gelatin is not vegan, I do not consume it and I do not pay for products that include it as an ingredient because I do not support animal cruelty or enslavement in any way, shape, or form. I tried to fill out a customer service request about this issue but wasn't able to because it would not accept my email address (the same email address I used to purchase the product) as valid so I had to do an online chat. In the chat I was told that I received an older bottle after their label was updated and they were not willing to refund my money. I am not comfortable with take a product I do not know with 100% accuracy is vegan and I am not comfortable with having spent money on a product I do not know with 100% accuracy is vegan. There was nothing stated on the page advertising this product that I would be receiving a bottle with an old label that wouldn't have the correct vegan labelling on it, so of course, I was under the impression I would receive the exact product pictured, which I did not. I have no way of knowing with 100% accuracy if this product is actually the vegan product I ordered. I want my money refunded. I have pictures and screenshots as evidence of all of this.
Product_Or_Service: Vegan Oil of Oregano Capsules
Order_Number:
Other (requires explanation) I want my money refunded.
Please note we purchase from the manufacturer more often, so we can offer the fresh new product to our customers rather than having the old product that will be out of date soon. For this reason, you may get a new version of a product from time to time. We ship from multiple warehouses.
Please note that our products are 100% authentic. We purchase items directly from the manufacturer.
We negotiate pricing further with the manufacturer to be able to offer the best overall value for our customers.
If you have any doubts, once you receive the item, you can use the lot number and expiration date to confirm authenticity with the manufacturer directly.
As a courtesy, we will be processing a refund for this order.
Please allow a few days for the payment to be credited back into your account.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund but it's not a courtesy, it's my right as a consumer who purchased something and received something different. Please don't think you're doing me any favors, you did the bare minimum. And if anything, this was an older bottle, not a newer one and is still unacceptable. Both vegan and non-vegan options of this product were available on your site. If you're going to sell something in an older bottle, especially when it's an issue of vegan and non-vegan you have to be 100% transparent with your consumers right on your website before the product is purchased. Vegans don't play when it comes to issues like this.
I purchased and paid for a product from iHerb. My order stated Resveratrol, however, I was sent the wrong product. There is no way to speak to a customer service agent on the phone. Only by chat or email. The chat feature constantly drops the conversations, which means you have to start over again with a new agent. I asked them to send the product I ordered. They said I had to return the wrong product first, and they would send me a return label. They didn’t. They sent me an email stating they’d contact me again by email in one to three business days with further instructions. I finally asked to speak with a supervisor. Who knows if he really was a supervisor but regardless, our conversation dropped and instead of waiting to see, if I’d try to reconnect, which I did, Joseph went on a break. The new representative told me to try back in 30 minutes, after his break was over. I will NEVER purchase from this company again, and I hope if you are reading this you won’t purchase from them. They are very unprofessional. Buyer beware!
Order a bottle of protein power, and the product arrived with a cracked lid. Contacted the customer service and they are saying since there is a thick removable foam under the lid, it is still safe to use and they refuse to refund me. I am welcomed to return it as far as I am footing the shipping.
Excuse me? It might be able to keep the dust and bugs off, but how about undesired moisture. It does not make any sense.
This is my first bad experience with iherb, and probably my last transaction with them.
The F is the best they will ever get! This place is horrid! I ordered something from them. They used UPS who delivered my package today to a city 15 miles from my actual address to someone I don't even know! Yet UPS happily left it there so I'm calling them tomorrow to ask where they left it. Will help my lawsuit against iHerb! Now I'm doing a live chat with someone named Joe who's proving to be less than helpful. He doesn't understand what I'm telling him and keeps asking me for info that's in the order. I told them to refund my money! If they don't I will sue them and they'll have far more to worry about than losing my order, and being this irresponsible. I will never order from them again but my $20+ better get refunded quick. If not then they'll have a lot to explain to a judge. If you're thinking of ordering from them don't! They are not the brightest bulbs when you give them an address to send your order to and they ship it to someone else with an invoice that has your personal info on it! This is how identity theft is committed but careless less than professional companies such as this don't think about your personal info and the safety of it. Order from Puritans.com. They have better deals and live body customer service and agents to assist 24/7. They're not so low class that they only do chats and online look ups which don't solve your problem. The person on chat is not the smartest and can't resolve problems nor give you any level of comfort that they even know what to do. Like I said if I don't get my money back next week I'll see them in court for more than what I spent with them. I have the UPS info that says they clearly sent it to the wrong address and will get further proof tomorrow when I call UPS. Just avoid this company. Let them go out of business, that's the least they deserve with an F rating. Well earned by the way!
On November 13, 2019, I placed an order with iherb.com for several items; including 4 bottles of "Umcka Elderberry, Intensive Cold+Flu, Soothing Syrup, Berry Flavor, 4 fl oz (120 ml) ". Subsequently , I received 3 different emails: 1 confirming my order,1 informing me it had shipped & 1 confirming it had been delivered; all three confirming in words & pictures, that I had ordered,paid for & received the above 4 bottles of medicine. On November 14, I received the order & found that they had sent 4 bottles of a similar, but different product , " Umcka Cold+Flu, Berry Flavored, 4 oz (120 ml)" When I saw the mistake, I grabbed my phone & photoed the contents, to document the mistake.I then emailed iherb customer service with written description of the mistake, the photos of the 4 bottles of wrong medicine in the box, & screen shots of the afore mentioned confirmation emails; & requested iherb fix their mistake by sending me what I had ordered & paid for, at no further inconvenience or expense to myself. Iherb requested more photos of the medicine mistakenly shipped, which I took & sent along. I also sent screen shots (taken immediately before) showing that Iherb is currently advertising they have both medicines for sale. in 2 days,Iherb responded informing me that my " return request has been declined" & gave the following as reason:"*** / already Label change ***'"This does not make reasonable sense, as iherb still has both medicines advertised for sale on their website. Also, I did not request to be permitted to return the items, I requested iherb fix their mistake & send me what I had ordered & paid for, at no further inconvenience or expense to myself.This seems like a classic"Bait & Switch":I paid for one thing& am now stuck with another I do not want.I would not purchase what they sent. this is a link to their page showing they have both medicines for sale. *** also have more photos than are permitted as evidence here
Order_Number:
Other (requires explanation) As Iherb has both medicines advertised"for sale" with distinctively different names &prices, I insist they immediately send me what I paid for. Or, if they are falsely advertising"Umcka Elderberry, Intensive Cold+Flu, Soothing Syrup, Berry Flavor, 4 fl oz" for sale,immediately refund my money in full,&,adjust their website to accurately reflect their real inventory. Also,I would like a written explanation of how their customers can determine what they are actually paying for & will receive.
We can confirm that based on the bar-code on the picture the customer provided, that they received the newer version of this product. It's the same product but a newer version.
As a courtesy, we will be processing a refund.
Please allow 3-5 business days for the payment to be credited back into the original payment method.
DO NOT BUY FROM THEM - ZERO STARS
They knowingly shipped me probiotics that required refrigeration during shipment and used a .ca url so I was unaware they were not located in Canada.
They also knew that Canada Customs does not allow any ice or special packaging over the border because they told me in an email! I ordered 2 probiotics that basically arrived dead. They told me I didn't have to return the item basically telling me they know it's useless or may make me sick and has no resale value.
They are only offering to refund one of my items and have locked me out of accessing my account online - this is illegal by the way.
I have launched a complaint through PayPal as they guarantee purchases and will be filing with the consumer complaints bureau in Perris CA I will also be taking action in Canada to get their .ca url identity shut down for selling bad products and false advertising.
I would like to give iherb 0 stars for the worst customer service I have ever experienced! It took me a month to get my correct order and alot of aggravation. I ordered 6 items at the cost of almost $70 and received an entirely different order consisting of 2 items. You can only email iherb or chat online which was not working. You cannot talk to a human being. They have no phone number. I emailed them back and forth fighting with them. I had to send them pictures of the box and pictures of the order they sent me in error. They would not send me out my correct order. At first they told me to keep the wrong items or donate them and that they would send me out my correct order which would have been nice of them. Then I would get an email that the shipment to me has been denied! It went back and forth with them every day for almost a month. The scenarios constantly changing. They wanted me to send back the 2 wrong items and not keep them or donate them. They wanted me to pay to ship it back until I told them I would contact my credit card company. They emailed me a prepaid label then. I sent them back and they still wouldn't ship my correct order until they got the one I sent back to them. It was a horrible experience. I will never ever shop with them again! Save yourself the frustration and hassle and order from another Vitamin Company or shop in a local store.
I had a great recent experience with iHerb.
I purchased four large tubes of Grandpa's Pine Tar Body Wash and was VERY pleased with the fast, free shipping, not to mention the EXTREMELY good price! (Think HALF of other online retailers -- including iHerb's own eBay store price!)
Others may have had bad experiences with iHerb, but my sole experience has been a very good one.
One Star is WAY too generous for the horrid Costumer "Service"
My sister wanted to get me and my mom a few things. Her bank saw the amount, and decline it thinking it was a suspicious. After he later on accepted it via her phone, The order still was not going through, I then had to cancel it and reorder, After I canceled it though, they did not give me the 10% new costumer discount. I messaged them, and they said they will give us the 10% discount afterwards. I found this odd. My sister did not like the idea, so My boyfriend created an account through his email, his phone number, and his name. The order went through, and everything was fine, until they CANCELLED the order, AND they DEACTIVATED his account. They sent him a message stating that it was the same person, even though it was not. I went back and forth with emails from people who clearly didn't even read the message. It was extremely frustrating. The last person I spoke to said that they are sorry, and that they will give me the 10% new costumer discount, along side of another 5 dollar discount. Only to be told by another person that no, they can not do that, that they can only give the 10% new costumer discount AFTER everything was paid. I said whatever, and placed the order, which was the exact same order. The total before was $119.51 which included shipping to Spain. Then I get a total of 122 EUROS. Which I found it odd, because my sister is in the United States, and all the other orders I attempted was in Dollars, never Euros. My sister got billed for 136 and change. I emailed them, and they said is that in this order I ordered two of one thing when in the other order it was one of that item. I sent them images showing that in BOTH orders there were two of that item. They just ignored my messages now, and did not respond to anything. Not only did they NOT give my sister the 10% discount that they promised they will issue before it ships, they charged her an EXTRA $5!!!!
I am extremely shocked and frustrated, and livid for the horrible treatment I received by this company.
Honestly, I would not give this company even a one-star rating. I ordered three products. The UPS tracking number they gave me showed it was sent out on May 23rd and was in Fort Worth, TX on May 24th. I live 25 miles from Fort Worth. After getting the run-around and no product delivered
I contacted iHerb again! I also contacted UPS and asked where my package was. They told me "Oh! the shipper changed to USPS while in transit" What!! "How can they do that and if so, what is the USPS tracking number?" "Sorry, you will have to contact iHerb". iHerb told me "we will send out another package". Right? Like I believe that. They did not send another package out! Then iHerb sent me a message "we canceled your order and you can order again!" They said, "We processed a refund". I did not get a refund from iHerb. Instead, I called my bank and filed a claim. Bank came back in lightspeed and issued a refund. This company must be on the list of Fraud Companies. DO NOT PURCHASE ANYTHING FROM THIS COMPANY EVER!!