iHerbReviews 1,053

Iherb customer service lied to me

I had this dialog with Rhosalie in customer support. A week later I didn't get the credit I was promised. I contacted customer support and was told to basically go away. So, I am committed to logging bad reviews on 20 review sites.

Me: Hi Rhosalie. I'm looking at this: http://www.iherb.com/product-reviews/Now-Foods-5-HTP-100-mg-60-Vcaps/*******/
The price shows as $7.64. When I add it to my cart it shows $12.73.
Rhosalie: I do apologize for that. Let me pull out your account. Just give me a moment.
Me: Sure.

Rhosalie: Regarding your concern we will manually adjust the sale price to your account.
Me: Thank you. What do I need to do?

Rhosalie: It will automatically appear on your account.

Me: Ok. Thank you.

Rhosalie: You are very much welcome. Have a great day ahead!
Me: I'm logged in. I'm about to place my order. I still has the higher price. Is that correct?
Rhosalie: Yes. I have already raised this concern to our senior agents. And the adjustment will reflected within 2 business days.
Me: Ok, so I should submit the order and expect to see a credit issued to my credit card later?
Rhosalie: Definitely, just give us sometime.

Me: Ok. Thanks.

Rhosalie: You are very much welcome.

I live in Australia and have been searching high and low for "Mane n tail" horse shampoo and conditioner. I came across the iherb website (as all the local companies in Australia that stock Mane N tail have sold out and are way to pricey too) I placed an order of six big bottles with iherb.com for a really great price. You know that saying "if it's too good to be true, it normally is?" Well, after having placed my order and already having paid I stumbled across "iherb reviews" and started to panic. It was bad review after bad review. The terrible experiences other customers had had. I wanted to write this review as my experience was BRILLIANT! It took 5 days to arrive! My whole order was in the box and nothing was damaged! I'm over the moon! Iherb has great prices and I'm pleased to announce everything was smooth sailing for me and I will be back for more "Mane N Tail" orders. Good luck everyone! There is definitely hope and I couldn't fault a thing!

SUMMARY: Stay away from iherb for orders to Canada.
The details: I requested a delivery to Canada. Iherb only offers an untrackable shipping method for Canada. Still waiting for my package four weeks later, I contacted iherb, and started a rather confusing email communication with Customer Service. One month later, they offered a partial refund, referring to their return policy (restocking, etc.). I argued that their return policy did not apply here since I never returned anything - nothing was ever delivered to me. Customer Service kept on copying and pasting their return policy.
This site may do legitimate business for the US, but it looks like a SCAM for Canada deliveries.

My problem is both with iHerb and with DHL. I ordered a package which was purportedly delivered by DHL but no slips were ever left on the door and the 3rd delivery date/time I was definitely home. A week after my first contact with DHL they still can't find my package but keep asking if I want to pay the fees on line. IHerb was absolutely no help. They were rude and implied that the lost package was my fault somehow. I won't order from them again and if I don't get my package, I will ask my credit card company to reverse the charges for non-delivery. Too bad because until now I've always had positive experiences with iHerb.

Update: turns out the problem was really Loomis who didn't actually deliver the order. Once it was confirmed by DHL to be lost (took about a week) iHerb shipped my order the same day and I received it two days later. From the US to Ontario countryside. Pretty good really. Although there was a charge, I herb's lower prices and volume discount more than made up for the fees. So, I'm back to being a customer. Hope is is useful.

I never got my package, checked the tracking, found out that ups had returned it without any attempt to get in touch with me. Told I herbs customer service, they had suddenly refunded my purchase, not my shipping, and said they couldn't do anything. When I said that this was ups fault and that I wanted my package (that costed $1.50, shipping was around $5) they said that was impossible. I am still gonna try and get my shipping money back, wish me luck with them $#*!ups.
Johan

I've been buying from iherb for years and have always had great service until about 4 months ago. Apparently they have built a second warehouse and are having a lot of problems. Historically, if I ordered early in the day, the order would get shipped that same evening. My most recent order was ordered early on Tues., and I paid for the two day shipping. On Thurs morning I got an email saying that order had shipped. This actually means that the order has been loaded into a UPS tractor trailer van and will be picked up that evening.

So I called, was told they did not guarantee that orders would be shipped out in any specific time frame. I asked that they change the order to overnight, and was told that they could not do that. So I asked when I would receive the order. Mon. Was the answer, which meant that the order would be sitting in an unconditioned UPS warehouse or truck over the weekend. So I cancelled the order (had to talk to a supervisor to do this).

Iherb: You really need to get act back together. I've been recommending iherb to friends for years, but can't do that any longer given recent very poor customer service.

So I found iherb and they had a bunch of stuff I wanted to try for pretty good prices, even one bottle of supplements that I was looking for was discounted to $0. I read a lot of reviews and saw very mixed things. A lot of people were saying negative things about shipping, customer service, etc. and I was hesitant to place my order. There was of course a mix of positive reviews, and nothing about overcharging/credit card fraud which is what I was most worried about. In the end I decided, for about $22 for 5 different supplements I had to give them a try. When you place your order as well a free option through Google Trusted Stores pops up and tells you if something goes wrong with your order that iherb isn't fixing to contact them. That seemed reassuring.
I placed my order on Thursday and it told me "Expect 1-3 days for shipment". By the time I checked my email on Friday I had already received confirmation that my packages (shipment was split into 2 but the price was the same) had been shipped and I was given tracking numbers. One package arrived to my apartment complex on Monday and the other arrived Tuesday(today). I got everything I payed for plus a magnet in 1 package and a plastic shower cap in the other. Both of course have to iherb written all over them but it was a fun surprise.
I live in the US, in Michigan, so I don't know if a lot of the issues other people had with extra charges, or slow shipping are because they are out of country orders since people don't specify well. All I know is I'm really happy with how it all went, I wasn't expecting my stuff to arrive until at least Thursday since all these posts assured me that the site is slow.

TL; DR CHEAP PRICES, FAST SHIPMENT, NO EXTRA FEES, 10/10 WILL SHOP AT AGAIN.

Absolutely the worst company I've ever dealt with. They respond to emails every 3 days, horrible customer service. They shipped me an item and charged me double for duties and extra taxes and shipping charges which is absurd. This is their response: Please Note: If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, we will refund your credit card as follows: You will be refunded the total amount of the order, minus the shipping charge, and 20% of the value of the order, (as a re-stocking fee). We will also subtract any other outside charges i Herb has incurred during shipping, such as warehousing fees, return postage fees, etc.

If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no credit for the order. If the product(s) is seized by customs, there will be no credit processed for the product(s).

What a fkn joke these losers are

Very poor customer service, tried to apply the first time customer discount, because of a website bug with my previous order cancelled it would not take the discount. Immediately sent them a mail telling them the code and to apply the discount. They never responded. Contacted them online and they refused to apply the discount even with documented proof that i tried to apply the discount and contact them then brushed me off.

Will not order from them again and recommend staying clear of them,

After 12 WEEKS ordered not yet arrived.
Customer Service asks me to "BE PATIENT" and says this delay is on the the customs (and dare tell me I should call customs before future orders.")

Point is customs always contact clients in order to clear package or inform them it is kept. They NEVER CONTACTED me and I called them to confirm that.

Then after 12 weeks, the package hasn't even reached Europe which makes me think it NEVER LEFT the US.

Of course NO REFUND.

I would add that customer service is IMPOLITE and DOESN'T READ fully emails.

AVOID AT ALL COST FOR INTERNATIONAL DELIVERY!

IHerb charged me shipping fees, duty fees, and on the top DHL brokerage fees. When I tried to contact them via the phone number provided on their website and my call was forwarded to their voice mail that is set up in Chinese! Be ware of fake product! I refused to receive that parcel and I asked DHL broker to send it back. The refund I have got was 40% less than the amount I paid to them! NEVER BUY FROM IHERB! FAKE PRODUCT, NO CUSTOMER SERVICE, SCAM AND FRAUD.