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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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My item was returned to the company with no explanation, they have my product and money and refuse to do anything for the customer crappy chat line no phone number to talk to an actual person I want my money back. As a fronline worker it has been hard and for prople to take advantage its not fair. Shameful and disgusting
Bought cleansers that I have used for over 4 years
Once ordered from iherb and realised I got fake products as they look and smell different, leaving my skin a huge irritation and problems. Wanted to report somewhere but not sure where to. Hope to get a refund and punish this website
Dear Valued Customer,
We regret to hear that you didn't like the items you purchased. However, all products are sourced directly from the manufacturers themselves and we even provide contact information for the manufacturer so that customers may contact them regarding any concerns. Often times, ingredients may have changed, the processing may have changed, the packaging may have changed, etc.
We would love to take care of you since you did not like the items. However, we are unable to do so without an order number. May you please provide the order number on this review or directly message us with that information? Once received, we will gladly expedite this matter with the intent of taking care of you.
We look forward to hearing from you soon.
I was reading reviews of a supplement on Google and noticed that a lot of the 5 star reviews came from iHerb customers that haven't even used the product yet or reported results that aren't even claimed by the manufacturer. In this case, Hydroxycut non-stimulant for weight loss via vitamins, apple cider vinegar, green coffee bean, and caffeine: NOT appetite suppression or water retention reduction. I did some research and learned that iHerb offers reward points to people for reviewing products. They are encouraging consumers to lie about the efficacy of their products.
Dear Valued Customer,
We have an amazing Rewards Program which encourages customers to review products, rather positive reviews or negative reviews, which they have purchased. Customers may then use Rewards credit, granted for positive or negative reviews, on their next purchases. This is an amazing tool for our community and thousands of customers make decisions to purchase or not purchase products based on this authentic user generated content! Customers must have purchased that product to be able to leave reviews. We also moderate content to ensure it abides by the User Generated Content Guidelines and take quick action against any sort of abuse.
The iHerb community is ever growing and the insights customers are able to provide on products they have purchased have proven to be valuable to customers all over the world. We encourage our worldwide community to share their experiences with our over 35,000 product offerings so that customers may find the right products for their needs!
We wish you nothing but the best of health and, should you have any other questions or concerns, please don't hesitate to contact us.
It seems that they are not here for business, or only for business that comes by itself, without any effort to satisfy customers.
First of all, they don't have any phone number listed on their site, for any problem that might occur during visiting their website.
Second, they don't have any email address listed to be able to contact them in case any problem with accessing their website. They have chat options, but in order to get to a human, you must verify first your account. So, if there's a problem on their site, which there is, and you can't have access to your account, there's no way to notify anyone about it.
Dear Valued Customer,
We understand the frustrations you may have encountered. For those who cannot verify their accounts to speak with an agent with live chat, we offer 24/7 email support for customers with a live agent. This is available by selecting 'Write a Message' when on the Contact Us page. Please include as much information regarding what you are experiencing and an agent will respond shortly.
Judging by the screenshot you provided in your review, are we correct in that you encountered an error during the checkout process using a desktop computer? If so, which country are you shopping from? This information is important for us to know when troubleshooting this experience.
Regardless, we are standing by and waiting to receive your message and promise that agents respond in a few short hours, at most, when writing us an email support ticket.
Don't ever order from iherb. I saw that my order was going to my previous address and there was no phone customer service to stop the order from going to the wrong address.
Dear Valued Customer,
We regret to hear of the address issue. Customers input their address during checkout and this information is displayed during the checkout process several times for customers to verify prior to placing their orders. We purposefully display this information and allow customers to edit shipping address information to avoid issues like this.
However, we do have 24/7 customer support through our automated chatbot which can assist in issues such as this, 24/7 email support with a live agent, and live agent chat support during the available posted hours. When submitting an email support ticket, most are responded to within an hour. Once the new address is provided, our Logistics Department works with carriers to update delivery information as soon as possible.
We recommend contacting the carrier with the updated address information so they could attempt another delivery. If they are unable to deliver the package to us and we can verify that the order is coming back to us, we can move forward with a refund.
Should you have any further questions, please don't hesitate to contact our amazing Customer Support Team who is standing by and ready to assist.
So i made a purchase for some of the extract powders. Of which i payed a 1280. The shipping included. They gave me 3 choices if courier companies. I chose UPS hence 2x cheaper and the delivery date is much sooner. Bargin right. Who wouldnt choose them. 2 days later UPS calls me telling me i need to pay a further 680 to them, so they can pay customs, freight shipping and added UPS costs. I mean why couldnt you be honest and just added it in yhe first place. Why pay for shipping if im gonna pay more for the delivery than the actual products cost. And i get an added threat on the same day say i have 14 days to pay otherwise they are gonna add a penalty cost on top of the 2500 penalty for not complying.(the penalty is 2500 + UPS gets to add there own unlnown amount to the penalty.) Their products might be legit and you would get your products. But not after their own greed would empty your wallet. They say i have no way of returning the product after i heard of the hidden costs. So my product is stuck in customs, and their trying to force me to pay their con scheme. Mabe im to sensitive but ill give you guys some sreenshots and you decide for yourself. Also the account number i have to pay to is UPS. Why if they say its customs release fee(which according to law is 60). How do u get to 680? Point is their tring to steal from you, otherwise they would have made it clear on their site. If their hiding something in the fine print somewhere ro cover themselves, well then that makes them a company that steals from their customers.
Blessings have a good day..
Dear Valued Customer,
We regret to hear of this. We do inform customers that additional customs fees and taxes may be collected. We state this under each carrier in bold bright orange lettering, during cart summary/review, and on our Shipping Information page as well. We also provide the link to each countries Customs website so that customers may become as familiar with local laws as much as possible.
Although there is always room for improvement, we do communicate this multiple times during the checkout process and provide further resources for customers to learn more. Please be advised, iHerb does not receive any money from such charges as these are imposed on the residents of the country by their countries government. Such charges are typically put in place to discourage customers from purchasing from abroad and to promote domestic purchasing, as well as, generate revenue for the government. Such laws often hurt residents of countries, as often times the quality and pricing of foreign products is superior to anything domestically available. We recommend communicating your negative experience with such laws to your local government representatives.
We also recommend accepting the order and paying the fees as we typically will cover some of the charges as a one-time courtesy. Please be advised, in these circumstances, packages are often never returned to us and are simply disposed of by customs. If this occurs, we are unable to provide any reimbursement for such fees or the order.
We hope we have helped, we completely understand your frustration, and hope you accept the package and provide us the documents so that we could assist in covering some of the expenses this time.
Never received my purchase and didnt get a reply when I emailed them.
I tried reaching the company that supposedly "delivered" my products (I wasn't even in the country so its IMPOSSIBLE for me to have received it); they simply told me that the order number that I've received doesn't even exist!
Please watch out, I purchased over 70$ and that $#*! hurts when someone just steals from you.
Very dissatisfied and they blamed it on "COVID" shipping...
Dear Valued Customer,
We never want our great customers to have any issues with receiving their orders. We would love to look into this further in an attempt to provide a proper resolution. However, without any order number provided in your review, we are unable to do so. We kindly request you add the order number so that we may take immediate action.
We look forward to hearing back from you.
I've been a happy customer of iHERBs oderring from Singapore. The products are usually good, Recently, there were severa 20% sales and I made several bulk orders thinking that i was making a savings. However, I was very very dismayed to find out that the sales were all but fake. Prices were jacked up and we ended up paying for more than the original price. Now, there is no sales on and I happened to log on to get a few items I needed, To my shock, I found that something I ordered on sales at 27.90 is now selling at 19,00 without sales. I checked every item on my list and lo and behold, the story was the same. So, at 23% discount, I actually ended up paying more than I would have paid if I bought during a non sales period.
I have been a long time customer of iHerbs and this is just so disappointing. I urge iHerbs to provide a public explanation for this. This type of dishonesty is disheartening. So
BUYERS BEWARE!
Dear Valued Customer,
We appreciate you reaching out to us regarding pricing. We do our best to price products as low as possible and to provide the best overall value to our customers around the world. Prices change all the time, not because of us wanting to make more money, but due to simple business metrics such as market pricing, supplier costs, shipping costs, etc. Any increase in item costs and we typically try our best to provide free shipping and other discounts to offset such costs to our customers, as you noticed with the most recent promotion.
If you ever have any further concerns about product pricing, please don't hesitate to contact us so we may help you. We wish you the best of health and thank you for shopping with us.
The online shopping experience absolutely sucks.
I can't log into my existing account, nor can I create a new account because the verification code doesn't arrive before it times out. Then after hitting "resend" a third time, I'm told to contact customer service.
No thanks, I'll take my business elsewhere while iHerb's website remains in the year 2000.
Dear Valued Customer,
We apologize for this experience. There was a recent update to our app and site that may have impacted the login experience in a negative way. We are aware of the issues and working on resolving them immediately. The code may have never arrived for a number of reasons. We would love to look into this further in order to help you and make up for this incident. However, in order for us to do so, we require either a past order number, an email associated with the account, the phone number associated with the account, etc. In order for you to provide this to use, we ask that you contact Customer Support. Again, we know this is an inconvenience but we believe we can help in this matter.
We hope to hear from you soon and are standing by to assist you.
It pains me to have to write this, but I feel obligated to let everyone know what I have repeatedly experienced in recent years as I'm determined to take my business elsewhere. IHerb no longer deserves it.
Since the early 2000's, we have spent many thousands of dollars as a very regular iHerb customer. And we have shared their URL and our "Rewards code" with many people who have since experienced the same pathetic customer service.
In spite of a well-designed website experience, their customer service is worse than non-existent. If you can ever get past all the worthless automation to finally get a human response, they are "tone-deaf" with repetitive canned phrases that demonstrate a complete lack of understanding or sincere interest in resolving the issue described. Nine times out of 10, the automation of the website purchase and shipping process needs no human intervention. But for those few times that a simple question or issue arises, instead of a couple seconds or minutes, it has become hours and days of nonsense and sometimes wasted product and money.
I see a lone iHerb staff member responding to the past years worth of complaints documented here and they are completely without merit or sincerity… from my perspective.
Dear Valued Customer,
We never want our customers to have the experience you have communicated in your review. We would love to look into this further but need more information in order to do so. We kindly request that you please provide an order number or the email associated with the iHerb account so we can investigate what occurred. You can directly message this information to us or, if you so desire, update your review to include the needed information. We offer live chat support with agents during the available posted hours and 24/7 support with both our chat robot and email communication with agents. Albeit rarely, some issues may take longer than desired to resolve and we apologize for this.
We look forward to hearing back from you and are standing by to help.
I bought the NOW Foods brand of Organic Pumpkin Protein Powder on iHerb and found that it has a whopping 7% sodium even though salt is not listed in the ingredients. In fact the label claims it has only one ingredient. My regular brand, which was out of stock, contains only pumpkin seed as well and has less than 1% sodium.
I wrote a negative review to say that the product has 7% sodium and yet salt is not listed in the ingredients. IHerb, refused to publish my review and asked me to edit the review. I did, they rejected it again, I revised and they rejected it a third time saying it was a customer service issue.
False labeling is a PRODUCT issue not a customer service issue. The company is blocking negative reviews intentionally and protecting brands that are mislabeling their products. Other brands of pumpkin protein has less than 1% sodium how can iHerb protect a brand with that has 7% sodium in a product that claims to have only pumpkin seed? Even salted roasted pumpkin seed has only 4% sodium.
Very disappointing. What is worse, many customers will continue to buy trusting that the reviews on iHerb are the only reviews submitted when in fact the company is simply refusing to publish negative reviews, no matter how truthful. I mean they can see the comparison of the sodium content in the two protein powders from the picture I submitted and yet the still refused to accept my review.
Dear Valued Customer,
We apologize for the experience you have reported above. We never want customers to have frustrations for any reason.
However, the product ingredients listed on the product display page clearly states it contains 7% sodium and the product display with the zoom feature also clearly displays 7% sodium. Accordingly, we do not know how to make it any clearer to our customers since this information may clearly be seen on our site.
However, if you are unhappy with the product for any reason, you may submit a refund claim for review to our Customer Support department. Such reviews typically are completed within 48 hours.
Regarding the review, we do not censor reviews and allow "negative" and "positive" reviews to be published. By briefly looking into this, your review was likely rejected due the reasons stated above.
We hope we have helped and wish you the best of health.
I placed an order in May 28. Went to check the delivery date a few minutes after the order was placed and it stated my account was suspended. Contacted customer service and they finally reset my account. Contacted them again because it showed my order had been rejected. They advised me to reorder the product. Due to so many issues with 1 order I ordered the item elsewhere. Checking my credit card bill the charged me for the order on June 1 even though they rejected it on May 28th. Today they emailed me after I questioned the charge to my card and wrote in their email that I was not charged.
Dear Valued Customer,
We sincerely apologize for this matter. Accounts may become deactivated due to security concerns. However, according to what you provided in your review, this deactivation was a false alarm for security concerns. We never want customers to experience this and are working on improving this process.
I received my full refund within 8 days I am so relieved now
I wish I could receive my order instead, I wish iherb wpould be able to deliver my orders on time Alain because I really like their products and prices
Dear Valued Customer,
Thank you for providing the order number. We have already refunded the order in full. Although we would have liked to reship the items to you, we were unable to do so. We hope the refund shows how much we care and that we do love helping our customers around the world who trust us enough to shop with us.
We recommend ensuring all the shipping address information in the account is correct to avoid any further issues with order delivery. Please note, should the order arrive at a later date, please consider it complimentary for your trouble. We hope you decide to give us another chance to show you the amazing shopping experience we provide and wish you nothing but the best of health.
Terrible customer service. My order was not received and I requested refund 2 times but declined. I was told according to the delivery company it was dropped off at the door. I was also told I should check with my neighbor. Also, 'sometimes delivery companies update as delivered before order was delivered'. I was not offered assistance in tracking down the order. I have bought the same items for a few times and they don't even consider helping me to track the package. I will never buy from them again. No contact for the delivery company was given to me. No live person to talk to. Worst experience with any online store I've ever shopped with.
Dear Valued Customer,
We are sorry to hear of this and completely understand the frustration this causes. Sometimes companies do mark a package as delivered ahead of time and it does cause understandable confusion and concern for customers. Regarding contact information for the carrier, it depends who the carrier is but in our customer support articles, which may be found by search by the name of the carrier in the search bar on the "Contact Us" page, we list all carrier contact information.
However, we would love to assist you further in this matter but we are unable to do so without an order number for reference. We kindly request that you update your review to include the order number as it would expedite this matter. We are standing by and hoping to hear from you soon.
Ordered two foundations, one arrived broken. Unable to contact company. They have no live customer service agents and their online help is impossible. It asks you to fill out an online form but when you do you never receive the email or text codes. Will never order again. HORRIBLE. DO NOT ORDER FROM IHERB. They send broken items and are impossible to get a hold of to replace.
Dear Valued Customer,
We regret to hear of this incident and would love to help you. We offer 24/7 chatbot support, daily live chat with an agent during the posted available hours, as well as 24/7 email support. All of these options can be found on the "Contact Us" page. However, should you choose to update this review with the order number of concern we would be able to expedite this matter and determine a suitable resolution. Again, we apologize with any damage issues and are standing by to assist you.
I ordered some products and I was told I'll receive an email with tracking number etc. I got an email that my account is inactive from today and they can't process my order at the moment, NO WAY TO CONTACT THEM. A rubbish open scam, their own website is full of 5 star rating however after they've scammed me, I started checking out some other sources and pffffffff man all internet is full of negative reviews, is there anyone to catch them? How can they play with us like this. They robbed more than thousand dollars which I earned working really hard to be honest.
Dear Valued Customer,
We are sorry to hear of this. Sometimes, for the protection of customers, we may request further information be provided by a customer before processing their order and payment. An email is sent to the customer and customers have 48 hours to provide the necessary information. When a customer fails to do so the order is cancelled, payment is cancelled, and the account may be deactivated due to security concerns. IHerb's number one priority is the safety of our customers and the protection of their information. Accordingly, we utilize the latest state-of-the-art software and detection techniques to identify and prevent likely instances of cyber crime. While this may be an inconvenience to some, we have prevented thousands of customers from becoming victims of online criminal activity.
Should you have contacted the verify email provided in the message you received from us, we kindly ask for 3-5 days to further investigate the matter before providing a response. We appreciate your understanding in this and, once again, apologize for any inconvenience.
I am the new customer to iherb, I got the package today and it only contains half of what I purchased!
Dear Valued Customer,
We apologize for this. When this happens, although it is extremely rare, it is typically due to an item you ordered being out-of-stock. Accordingly, customers are refunded for those items. A message should have been sent to inform you of this and asking if you still wished to receive your order. We apologize for this inconvenience and would like to look into this matter further but are unable to do so without an order number provided for reference. Should you still wish to receive support for this matter, please go to our "Contact Us" page and choose either of the three options available to get in contact with our amazing support team.
Again, we understand and apologize for the frustration this caused and would love to support you if still desired.
Cant login tried to get code bey using email and phone number. Would not send code. Pop up contact customer service. Call there number. Message said cant fix problems by phone any more
Dear Valued Customer,
We apologize for this as we no longer offer phone support due to an ever growing global customer base and the inefficiency of such a support structure. If using our app, we recommend updating it as no phone support should be listed. We do, however, offer a chatbot which can solve most common customer concerns, live chat with an agent during the posted available hours, and 24/7 email support. Should you still require support, we recommend proceeding to our "Contact Us" page and selecting either of the three methods you would prefer to receive assistance. If choosing to create a support ticket by selecting "Write a message", we kindly ask that you allow around an hour for an agent to investigate and respond back to you.
We are standing by and hoping to support you through this.
They stole my money!
I ordered for 70usd, the tracking number says my package was returned. I contacted the customer service several times but they wouldn't reply.
Dear Valued Customer,
We are sorry for this reported issue and would love to support you through this. If your package was returned to us, a refund should have been processed. We recommend proceeding to our "Contact Us" page and selecting either of the three methods you would prefer to receive assistance. If choosing to create a support ticket by selecting "Write a message", we kindly ask that you allow around an hour for an agent to investigate and respond back to you. You may also update this review to include the order number or tracking number of concern so we may expedite the process.
We hope to hear from you soon so we may show you how amazing our Customer Support is.
I ordered 2 Desert Essence Sweet Almond Hand & body lotions and the picture on the site looked exactly like what I have been using for several years. When it arrived, it had similar writing on the tube, but the tube itself was a different colour and it doesn't state that it's organic. I thought maybe they had changed the packaging, but when I opened it and used it, it didn't look the same and didn't smell the same. I love the texture and smell of the product I've been using for years. This feels different and has a slightly unpleasant odour. I feel like I got a knock off. I'm not happy. In the photo I've attached, you can see on the left side the product I have been using for years and what was shown on the website when I ordered. The product on the right is what I received. I'm very disappointed with the bait and switch technique this company employed. My order number is #*******.
Dear Valued Customer,
We are sorry to hear of this. We source all of our products directly from the manufacturers themselves who may have changed the packaging, as well as, the ingredients for several reasons. On the product page we offer links to the manufacturers website so customers can have any concerns like this addressed directly by them. We see the concern this could cause and, since we retail over 30,000 products, updating images when manufacturing changes occur is a constant task. We would love to look into this more but without an order number provided we are unable to do so. We request that you kindly update the review with an order number so we may look into this further.
We hope we have helped and hope to hear back from you soon.
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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 are sorry for any issues with order delivery and would love to look into this matter further so we may assist you. However, we need an order number to do so. May you please either update this review to include the order number or send a direct message to us here with the order number? Once received, we would happily investigate this incident to determine what occurred.
Regarding customer support, we offer 24/7 email support by selecting 'Write a message', a 24/7 chatbot which can handle most customer concerns, and live chat agent support during the available posted hours.
We look forward to hearing from you soon and are standing by to help.