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iHerb Reviews Summary
iHerb has a rating of 1.6 stars from 1,053 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with iHerb most frequently mention customer service, credit card and phone number. iHerb ranks 518th among Vitamins & Supplements sites.
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If they screw up your order, there's no one to help! Good luck and look elsewhere for product. Iherb is useless
I have placed four orders with iHerb for the same product over the past three weeks. My credit card has been charged (and credited back) several times and yet the product still does not ship. I have been offered "overnight shipping" twice for my inconvenience and STILL NO ORDER HAS SHIPPED!?!?! WHAT THE HECK KIND OF UNORGANIZED BUSINESS ARE THESE PEOPLE RUNNING?!
To make matters worse, this company DOES NOT OFFER COMPETENT CUSTOMER SUPPORT. The ONLY"customer service" option is ineffective chat / email communication.
I would not recommend this company!
Order Numbers: ******* and ******* and *******
Dear Valued Customer,
Unfortunately, during the holiday of Thanksgiving, many carriers were off and/or understaffed. Accordingly, the delivery could not be made next day. However, we have moved forward with initiating a full refund for your order as we never want customers to experience any issues while shopping with us. Your order is on the way and the expected delivery is 11/30/2021. Please consider it complimentary for the delays due to the Thanksgiving holiday. The other orders have already been taken care of by other agents as well.
We wish you nothing but the best of health and hope this encourages you to give us another chance.
I bought a bottle of coconut oil, seal broken, leaked and spilled over the parcel on 27 Sept. Received on 4 Oct, taken photos and reviewed on Iherb on the same day. Iherb said my comment has to be checked for 2 days before making it public because it is a one star review. No update when I check the apps in early Nov, and then now until I take a look at the app again on 30 Nov, Iherb said it is not related to product quality, and ask me to contact customer support after 2 months. And you are the one who has to take the initiative to keep checking the status instead of the Customer Service proactively contact you regarding the review and the after sales service.
My review was actually recommend other buy it during winter time because the product texture in solid state as is heat sensitive, it is in a liquid state if you buy during summer, which may damage like my photos uploaded. Totally about the nature of product and nothing related to medical advice or unsubstantiated medical claims. This is clearly related to product nature itself and iherb choose not publish it. Honestly, alert with those 5 stars reviews.
Dear Valued Customer,
The product review section is to contain reviews of the products strictly, not delivery conditions, not damages, not health advice or health claims, etc. We encourage customers to contact our Support Team to get reimbursed if any items arrive damaged. Also, if a review gets removed due to moderation, we typically inform the customer why it has been removed and what needs to be done prior to reposting to adhere to our User Generated Content Guidelines. We do not censor reviews but, instead, make sure the reviews are about the product only and nothing else. Most products have reviews of all ranges including some 1-3 star reviews which do not violate our guidelines. Our customers are always encouraged to leave reviews of products they have purchased and to help answer product questions posed by other iHerb community members. The iHerb community continues to grow and we recommend everyone take advantage of reviews and read the customer Q&A sections which can be found on each product page.
We hope this has cleared up any confusion and we wish you the best of health.
Attempted to contact via Live chat for an issue regarding defective, moldy products.
This was way back in September.
Unfortunately Live Chat does not work.
Was repeatedly asked to verify my account to connect to a live agent even though I was already logged in.
Have tried this multiple times since then, and always during the stated operational hours, but i digress.
Anyway, i finally decided to contact via email.
Sent one off on September 19.
Received a response from Iherb on Nov 17.
Reply email was sent on Nov 23.
No response as of today Dec 7.
Request Ticket # *******
Am i expected to wait another 2 months for every subsequent back and forth response?
Is this standard customer service?
***Update: in response to IHERB rep stating that Live Chat was not available during Thanksgiving, i tried to live chat back in September, a full 2 months away from Thanksgiving, and always within the reported operating hours. My issue was being asked to verify my account to connect to a live agent by logging in, even though i was already logged in. Repeatedly pressing the button to verify proved pointless. I was stuck in a loop.
***Yes the ticket was for an order placed over a year ago, however the supplements i ordered and was taking, grew mold inside the capsules. The onion powder, which was unopened by the way, dried out into a solid rock. Items became defective and unusable, long before their expiration date. I suffered months of indigestion and headaches before i realized what was going on.
***Also, a new order was indeed placed, on 23 Nov 2021. No credit has been applied as of today. And no reply since Nov as well.
Dear Valued Customer,
Live chat was off due to Thanksgiving and live chat is only available during the posted available hours. It is likely that this is what prevented you from reaching out to an agent. Regarding the support ticket response time, this usually takes up to 24 hours maximum. What was or is the issue you are experiencing? If you update your review to include more information and an order number for reference, we will gladly expedite the matter. However, if you are more comfortable contacting one of our agents, please feel free to do so although you should have received a response already.
Looking into the support ticket provided in your review, the order was placed over a year ago before any issue was reported. Accordingly, no refund will be granted. However, as one of the agents responded and as a courtesy, if you place a new order an agent will apply the credit value for the items you are reporting. We hope this shows how much we care about our customers and we wish you nothing but the best of health.
I am-still- so glad That I am no longer a customer of IHERB!-what kind of company asks to review their products-but if it doesnt sound good! Or if it isnt positive-they wont post it!-even if its the TRUTH! Thats- NOT right! They need to know that! Whether its bad or good-the point is as long as its true! Real companies accept all reviews! Who can handle THE TRUTH! Its too bad they cant! Thats why i am no longer a customer! If u cant handle constructive criticism of your products-shame on u! If u cant take the HEAT! Then get out of the kitchen! And Thats the truth-too! I rather deal with better companies who can handle all reviews whether they like it or not! That helps the biz-and the customers! To know which of your products your customers like and which ones -they Dont! Thats a real biz!-! U asked me for the reason why i am not a customer anymore-well now u got it! Take it or leave it! So Again- Goodbye IHERB!
Dear Valued Customer,
We apologize for any confusion regarding reviews and other user generated content. IHerb never removes product reviews due to them being 'negative' or 'bad'. We encourage customers to leave their honest reviews about products they have purchased. The majority of products have both positive and negative reviews so that members of the iHerb community may get guidance regarding their purchasing considerations. However, moderation of reviews may occur if a review violates the User Generated Content Guidelines. The most common reason for review moderation is due to medical claims or medical advice which is against the law for us to allow in our store. We provide useful hints while writing a review regarding what to avoid. When reviews are moderated, users receive a contact letting them know which content violated and what must be done to allow the review to be posted again. However, without an email associated with the account we are unable to reference and clearly determine what may have caused the content to be moderated.
We hope we have provided some useful insights, apologize for any confusion, and wish you nothing but the best of health.
I found out why they don't even have a valid number! And why they can't handle the truth! So sad!
I have been a customer of iherb for years! Til now!- but never again! After they became a Fraud! Bye
STOL my money and no answer I can not find costemer service and they not answer to my email the didn't send me tracking number
Dear Valued Customer,
We regret to hear of any issue. However, the order was cancelled and charges aren't processed until orders have shipped. Accordingly, no charges were ever processed fully and what you saw was a pending transaction or bank hold. Since the order was cancelled, however, the transaction was voided and the funds should have been put back into the financial account by your bank. We have nothing more on our end to see and any issues would be addressed best by your bank or card issuer.
We hope we have helped and wish you nothing but the best of health.
My product never arrived! After 2 months, my products still not show up!
And they deactivated my account, tried to contact the customer service, guess what!
No customer service phone number!
I can not login my account, can not track my number, tried to reset the password, it keep saying my account been deactivated!
Anyone know how to report this website? I can't believe google show this scam website on the first page, they must rap our pocket and pay lots of money for advertising; but no products at all.
Need help to report this website!
Dear Valued Customer,
We take account security extremely seriously at iHerb and use the latest methods and software to prevent customers from becoming the victims of cyber crime. Accounts are typically deactivated because additional information was requested to verify the account and it was never provided. However, we would love to look into this further so we may determine what occurred. We need an order number to do so, however, and ask that you please update your review or directly message us on here to provide that needed reference. Once received, we will expedite this matter.
We apologize for any inconvenience and are standing by for your message.
Don't patronize this company or website. The leadership is corrupted rabidly greedy and it directly affects the customer.
Dear Valued Customer,
We assure you that we are a customer driven company with millions of customers who shop with us on a regular basis from around the world. Everything we do is with the customer in focus.
Was there anything you needed help with? If so, please don't hesitate to update your review with an order number that we could reference or contact our amazing Customer Support Team. We have 24/7 email support, 24/7 chatbot support which can answer most questions, and live chat support with agents during the posted available hours.
We hope to hear from you and learn more so that we may assist you with whatever issue you may be having.
Adrienne and Wasim have been very helpful in the customer service (live chat). Give them a raise. Our package has been "lost" while being considered as "delivered" by local post in Belgium but they were quickly to help.
Dear Valued Customer,
Although we never want customers to have any issues while shopping with us or receiving their orders, we are glad that our customer support agents were able to assist you as needed. This is a rare occurrence and we hope that you decide to give us another chance to show you why millions of customers shop with us on a monthly basis.
We wish you nothing but the best of health and hope to see you again soon.
Somebody used my paypal to order a subscribe and save item for $47.75, and I'm afraid it may happen every month now. They used my name, but the shipping address is Florida (I live in Iowa). If that wasn't enough, I can't login to my account to get the order number. I tried to create another account, hoping my old information would show up, but it didn't. So I closed my paypal account and cancelled my credit. It's a huge inconvenience because somebody fraudently used my information on iHerb's website. I wish it was more secure, but my trust is gone. Oh, and customer service is near impossible because they don't actually talk on the phone. They use a "chatbot" which makes it extremely difficult to know if they got all the information. Their customer service is a joke!
Dear Valued Customer,
We regret to hear of this and would like to look into this further. It is likely that your information was gathered from other online purchases or payments made at other sites. Regardless, please contact our Customer Support Team for assistance and they will expedite this matter. While we do have the chatbot you mentioned, we also have 24/7 email support and live chat support during the available posted hours. If using email support, please allow up to 48 hours for our teams to investigate this matter and respond.
Again, we sincerely regret to hear of this and hope to hear from you soon.
I bought some products on the 15th os september with a delivery between 29th and 4th of october. I ask about my parcel on the 4th asI did not receive it. They told me to wait for an answer between 1-3 days. No reply yet. Logistics is not their best I suppose.
Dear Valued Customer,
This is something we never want customers to experience and sincerely apologize for the issue you have reported. We want to expedite this incident to determine what occurred and properly resolve it. However, in order for us to do so, we will require the order number. May you please update this review to include the order number of concern or directly message us on here? Once received, we should be able to take the appropriate actions.
Again, we are sorry to hear of this and are standing by to help you.
I made a purchase for vitamin supplements from iHerb on September 26,2021 in the amount of $300.36. This full amount was charged to my account. I received emails from iHerb saying they were not releasing my purchases until I verified "small change charges" to my account. I replied indicated NO such charges occurred and demanded an explanation to understand when the goods I purchased would be shipped. They continue to reply that they take payments seriously and I need to reply with information about small charges to my account from them before they ship my product. THERE ARE NO SUCH CHARGES. Meanwhile the full amount of $300.36 has been taken from my account and they will not release these items. I am being prevented from shopping for my children's allergy medicine elsewhere since they have taken the full amount from my account and they won't release the goods. This is serious fraud and deception on iHerb's part.
Dear Valued Customer,
We take account security extremely seriously and implement state-of-the-art software and many preventative methods to protect customers from becoming the victims of cyber criminals. This is why millions of customers choose to shop with us every month because they know they are safe while doing so.
We recommend contacting the financial institution associated with order payment if you are having issues finding the small charge. You will need to provide the small charge amount to us to verify the account's security prior to us releasing the order. However, please be advised, customers have a limited time to do so before the order is cancelled and all pending transactions are voided.
IHerb never receives payment for orders until they have been shipped from our warehouses. All charges seen prior to shipment are just pending charges and will be returned to the account if an order is cancelled. If your order has already been cancelled due to failure to provide such information in the time frame allocated, the pending transactions have been voided and should appear back into the account within 5-7 business days. Should you not see this, please contact the financial institution as anything happening is occurring on their end and they will be able to assist you further.
We understand that, while such stringent protective measures may prove inconvenient for some customers, these practices have saved thousands of customers from becoming victims of cyber crime. We appreciate your understanding in this and wish you the best of health.
I order my supplements on 9/17/2021. They charged my card that day. I got a confirmation that it would be shipped. I have not received the shipment. When I looked in the details, it stated that iherb rejected the order. I didn't get my money back. Now I have no supplements and I don't have my money back. I am very upset and I either want my vitamins or my money-back I tried to get In contact and my account is blocked. It sounds very suspicious to me. Please help me.
Dear Valued Customer,
We never want a customer to have a negative experience shopping with us. What was the order number? May you please provide it so we can further investigate this? When orders are cancelled, pending transactions are cancelled and the money is returned back to the financial account associated with order payment. Typically, accounts are deactivated due to security concerns. We can look into this further once the order number is provided.
We hope to hear from you soon so that we could expedite this matter.
Lately a lot of stolen orders, will not happen if they use Canada Post as the last mile carrier in Canada as we have a locker for our parcels. Customers service is hiding, you have to write 20 emails and the replies always led to FAQ! After so many emails I got after 10 Messenger textos the new 24h/7 email! My last order 50 % of the item were missing. They wanted to reshiped despite me asking for a reimbursement. A customer since 2005, I am looking elsewhere. Too bad! It used to go well when they were using Canada Post but they keep ignoring me. I also posted in despair on their FB page and they kept removing my post! Too embarrassing for them but never got any answers! I feel I work for iHerb! It is exhauting. I used to spend pretty much before for natural treatment but not it is choppy bethween the parcel stolen, the mistake of item and 50 % items missing last order wich were a replacement for a stolen parcel! I am traumatised!
Dear Valued Customer,
We are sad to hear about stolen orders and customers like yourself becoming a victim of criminals. While this is beyond our control, your feedback regarding Canada Post has been passed onto our Global Logistics Team for review. Were the items missing from your order due to suspected crime or did you receive an email from us informing you that some of the items were out-of-stock? Our FB page is not a page to get in touch with Customer Support which is why such messages are removed and customers are encouraged to use the proper channels to contact us. We would love to look into this matter further but are unable to do so without an order number. Should you update your review to include such information, we will gladly look further into what may have occurred with the order.
We apologize for any inconveniences you encountered and wish you nothing but the best of health.
Ordered many times with reasonable shipping costs to Canada. Never had any problems with my orders. Now they only offer DHL Express to my location and I can't select Landmark global anymore. DHL express is way more expensive. Will not order anymore. Will now look for a Canadian company for my natural supplements.
Dear Valued Customer,
We regret to hear of this and Landmark Global has carrier restrictions which may be preventing you from placing an order. They may not carry certain items and we recommend contacting them directly to learn about which items may be preventing you from selecting your desired shipping method. We apologize for this inconvenience and wish you the best of health.
Long story short. I changed my email, however, used my same credit card along with same address to purchase items. My order was cancelled and explanation was they were waiting for a security code from my credit card... bullsh!+!. My card is the same card used in all transaction then their next reason after me telling them not to insult my intelligence. The next explanation was that they thought it was a security breach suggesting fraud. Really! More bullsh!+! So someone broke into my account reordered the same items to the same address with the same credit card. What I realized was a got another discount for new email address and the company didn't want to give since I had ordered previously. In addition, after claiming possible fraud "customer service wrote we noticed the same address being used please go into your account and repurchase items". Just say you don't to provide returning customers discounts. The worst customer service ever. Don't buy from iherb.
Dear Valued Customer,
We apologize for any confusion and promise that we do not deactivate accounts because we do not want customers to receive offered and promoted discounts. This may have been a mistake on our end but without any account reference we are unable to investigate this matter further. Accounts are typically deactivated due to security concerns. Also, we may request, as in this instance, for the customer to provide the transaction number for a purchase to ensure an account was not compromised. This may be provided by contacting the financial institution associated with order payment and they could provide this to you. Customers have 48 hours to provide this information or else orders are cancelled and all pending transactions are returned to the account.
Should you have any further questions, please do not hesitate to contact us and we would be happy to assist you further.
This is only the second negative review I have left in my lifetime. I don't tend to review things one way or the other because it takes time. However, the experience that I had with iHerb was extremely frustrating and I will certainly never order anything from their company again. I see that many other people have had similarly negative experiences as well. I ordered several items and paid extra for 2-day delivery because I was going out of town and needed to take the ordered supplements with me. I have ordered 2-day delivery from Swanson and other companies with no problem. If only I had ordered from Swanson this time. IHerb has some great prices, but this makes little difference if your item/s never arrive. It has been almost 3 weeks and I have not yet seen my order. Two day delivery... at this point I would be happy if it had been a two week delivery. I would like to request a refund but cannot do so because my account is somehow "inactive." I have tried multiple times to reset the password or to even be able to access information about getting a refund, but it is impossible to get info about the refund without logging into my account, which requires a password that I am unable to get. I have tried everything that seems available on their site but to no avail; no response from customer service other than a useless chat bot and automated email. They indicate they will send a code for a password reset but the code never arrives. This is literally the worst customer service experience I have ever had with an online retailer. At this point I am doubting I will see either my order or to obtain a refund given the inadequacy of their response so far which is non-existent.
It's a pity that there's no zero stars option. I ordered CHERRY Concentrate Juice from IHerb and was sent CRANBERRY Concentrate Juice instead. IHerb has a very customer UNFRIENDLY and incredibly FRUSTRATING policy of NOT allowing you to speak with a person / representative, but rather have you communicate with them by navigating through a minefield of painstaking onerous "online only" steps - which left me with instructions to return my purchase at MY OWN expense? I have to pay for the shipping to return THEIR error - to hopefully get what I originally ordered? How is any of this considered customer service or customer friendly? I only wish I read all these reviews first and then shopped elsewhere.
Dear Valued Customer,
We never want any customer to receive the wrong product and sincerely apologize for this occurrence. Looking into the account associated with the order number provided in your review, it appears we have successfully processed a refund for this order on 08/27/2021. You do not have to return the product at all. We kindly request 7-10 business days for the refund to finish processing into the financial account associated with order payment.
Again, we apologize for this error and should you have any further questions or concerns, please do not hesitate to contact us by submitting a support ticket or by talking with a live agent during the posted available hours.
I ordered products. Got an email to get "verification code" from credit card. I called my credit card. They said it already had been approved and paid. TODAY THEY CANCELED MY ORDER. There is no way to contact them directly other than write this review. BE FOREWARNED! THERE IS A PROBLEM CONTACTING AND GETTING PRODUCTS FROM THIS COMPANY!
Dear Valued Customer,
We apologize for this and would like to address any confusion. We ask for such information to prevent customers from becoming the victims of cyber crime. This information, regardless if the order has been accepted and funds are pending, needs to be provided to us prior to orders being released. Customers typically have 48 hours to provide this information and the transaction code should have been provided by the financial institution. As it was not, the order was cancelled and all pending transactions were returned to the account associated with order payment. Although this may be inconvenient at times, this process has prevented thousands of customers from becoming the victims of cyber crime. We appreciate your understanding regarding this.
Should you have any further questions or concerns, please do not hesitate to contact our Customer Support Team.
Took my money and never delivered and never responded... they must be a scam... do not enter your details on their website... they will steal your money... SCAM ALERT!
Dear Valued Customer,
We are sorry to hear that the carrier had issues delivering your order. After looking into the account associated with the order number provided, we have already provided you a refund in full for this order. We know the great frustration that results from a failed order delivery and sincerely apologize. We monitor all carriers to ensure our performance expectations are met and will continue to do so. This is an extremely rare event and, once again, is not something we want any customer of ours to go through.
We hope the expedited refund has shown how much we value your business and that you decide to give us another chance to show you why millions of customers from around the world decide to shop with us on a monthly basis. Please allow 10-15 business days for the refund to finish processing and to appear in the financial account associated with order payment.
We wish you and your loved ones nothing but the best of health.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Valued Customer,
We regret to hear that you had any issues with your order and would love to help. However, we need the order number to do so and kindly request that you please update your review to include it so we could expedite the matter. Also, we have a 24/7 chatbot which can answer the most common questions, live chat during the posted available hours, and 24/7 email support with agents as well. When submitting a support ticket through email, please allow up to 24 hours for a response although the response time is typically much quicker than that.
We are standing by and hope you supply the order number soon so that we may help.