iHerbReviews 1,053

I ordered a package on April 15th, 2022 that was initially expected to arrive later than my plans for traveling the country, which was the 30th of April for four months. So, I opted for the more expensive, and incompetent option, which is DHL express which was expected to arrive from the 20-28th of April in the warehouse of my city. My package has been on hold since the 18th of April, without getting any updates on it. So, after many trials of calling DHL, they told me they are unable to locate it, and I said that even if it reached I wouldn't be able to collect it as I will be outside of the country. I ordered these supplements for my dad that lives abroad, and they did not arrive on time. I then requested a refund on my initial order, which was later declined. I have been trying to contact customer service for over two weeks now, but all their replies are useless, and I could not call them. They said they will respond in 48 hours, and its been over a week. Overall, I am very dissatisfied with their service and would not recommend anyone to buy from them.

I tried to order they gave a discount and so i upped the amount to get free shipping for it seemed possible at that time for me to do that. Then i placed the order and saw that they took off the discount and the free shipping they promised after having seen it on the preview... this type of thing needs exposure... i cancelled this but it seems that people need to be aware of this deception

**Update: Michael contacted me asking for my order number, and then proceeded to "look into" the situation. I provided my order number and he replied stating "it seems as if we have done everything we could to help, even offering to pay the return fees for the products." I find this strange since iHerb DID NOT offer to pay the return fees for the products. Why bother having a customer rep troll these review boards if they are just going to make it worse? I have edited my review below to explicitly detail the communication with iHerb on the cost of the return of the lost shipment.**

If I could give them 0 stars I would. The packing team misrepresented the items in my order when completing the customs info and the shipment got stuck in customs with DHL requesting a doctor's note from me for items I did not order. IHerb takes NO responsibility and I cannot retrieve the order from customs as a result so asked for a refund/cancel on account of the shipment being lost. They have indicated they will charge me to "return the order to their warehouse" and the return cost is $363.90, more than double the amount charged for shipping.

"We have received an update from the Logistics Team regarding your order, the return shipping cost for the order is $ 363.90 in this case, and as discussed before we will process the refund for the order minus the return cost to our warehouse. The amount refunded will be 146.77 dollars. Once the request is approved by the concerned team you'll receive an email from us with further details."

This is theft and egregious. I have asked for my issue to be escalated multiple times and they have not. I will NEVER order from this company ever again and I live overseas so will be actively telling my expat community to avoid avoid avoid.

Will update if my order ever arrives. Tracking using OnTrac said it was delivered--but it has not been delivered, at least to my address. Requested a re-ship, then got an auto reply (I think) that wanted confirmation of the shipping address. The address on my order was the correct one and this seems a delaying tactic from what other reviewers have said. You cannot reply to that email so re-submitted my request. I have checked the neighbors' on two sides to see if box was misdelivered there but no luck. I am only three days out from when they said it was delivered and wasn't, so will update if it does arrive. (already past the grace period for delivery that iHerb gives itself. IHerb representatives sometimes reply here so am posting the order #*******
Update: They sent my order out again and OnTrac shows delivered behind gate yesterday. We do not have a gate. I just looked at the two neighbors' gates and box is not there. By the way, it's been raining today as well as yesterday. IHerb if you are reading this--your problem is your shipping service. We have many packages delivered from USPS, UPS and Fed Ex. OnTrac has lost packages 4 times now. If this shipment doesn't show up by tomorrow I will put in a refund request.
Update #2: The 2nd box was delivered to our neighbors' gate; fortunately, they retrieved it and let me know. The first shipment never came. Maybe it's down a rabbit hole, who knows? I repeat, OnTrac shipping is the problem here. Hopefully I will like the products.
Update #3: The first box arrived at our front door. This was a week after I got notice that it had been delivered to "front door"--so in summary, fast shipping but that isn't fast if it isn't delivered to the right address, or arrives a week after OnTrac says it's delivered. If iHerb used a better shipping service I would consider ordering again but won't as long as they use OnTrac. Upgraded to 2 stars.

The first photo is my order in a box. The second photo is turned for some reason. So if you turn it you can see the view out my front door to where the box was left It's at the end of my walkway to the street My order, they said was delivered to my front door. It wasn't. It was left on a brick wall that goes around my property. That brick wall is where the street and the sidewalk are. I don't know how many feet that is but it is No Where near my front door And if that isnt frustrating enough you can't reach anyone! They don't have a customer service line!? Company is Horrible Service Do not waste your money

I have purchased supplements from IHerb for a number of years without incident. My last order was for Magnesium Oil, Taurine and an Adrenal supplement. Instead, I received three large bottles of multi vitamins. I have tried to have my real order shipped and would be happy to send other product back with a pre-paid shipping label but have received a "re-ship request denied" three times in a row with no explanation. I will never order from this company again and will post unfavorable reviews on all review sites. Terrible customer service and no phone number to call! I am out almost $100 which I cannot afford!

My order number *******, was delivered at wrong address which is 6km far away from my address, and it mention clearly on tracker that it delivered Abu humour not at my address when I claim iherbs of my missing order, iherbs clearly rejected by saying the tracker shows it delivered, iherb is not seeing is the order delivered at sane address or not, where as I took help of some friends to find the shipment I fond in extreme damaged condition when I claim iherbs refund iherbs declined many many times from March 16 to April only declining n no help ask me to return to iherbs desk, I return it via FedEx and got msg that it delivered iherbs don't want to refund me at all. This is fraud and mention customer as fraudulent. Highly recommended people not to shop from iherbs,

No customer service - no one to talk to, cancel future orders and they keep sending product when you cancelled it!

Unacceptable. My experience: due to an unforeseen hardship financially, I attempted to stop a shipment on 4/10/22. At that time, only a label had been printed out. It had NOT been shipped yet. It took me one full hour of my time, an inconvenience, to contact Customer support in order to stop shipment. Could not access any customer service. Someone. Anyone. IHerb has conveniently POSITIONED themselves to not be accessible for customer service! I could find any Avenue to stop the shipment, which caused me a financial hardship. If you want to deal with a company who has Customer Support available, especially when it is an *emergency, I strongly suggest you go elsewhere. If you want to preserve your sanity!

I ordered this probiotic recently. It states on product packaging " KEEP REFRIGERATED" but product DID NOT come in a cool pack & travelled from California to my home in Ontario, Canada!
By then the probiotic will have lost its potency & be useless to me.
So I asked for a refund. In the initial email from the company they said they did NOT ship any product that needed refrigeration although of course in this case they did!
After 2 emails from them indicating they were reviewing the case I was DECLINED a refund!
I ended up going to my local natural good store and buying another probiotic which was kept in a fridge!
DO NOT buy probiotics from these people and I would further say, do not bother to buy anything from them.
There are other ways to buy probiotics - they ALWAYS NEED to be REFRIGERATED as they are alive and will start to grow in certain warm humid conditions, so buy LOCALLY and ensure they are refrigerated!
I will NEVER buy from these idiots again!

I placed an order on the 23rd or 24th of March, on the 25th of March at 10:47 pm, I got an email from iHerb saying my package was delivered at my doorstep. I didn't hear a van or anything, but I checked my door anyway, and there was no package. I waited a couple days, nothing. I went on the website to try and contact customer service and I saw something that said to allow 24 hours after a delivery notification because sometimes they, jump the gun? So to speak. Well, I ended up waiting until the 31st to try and give them a chance, still no package delivery. I tried to contact customer service, IMPOSSIBLE. The chat is useless. I tried to send a message to their "24/7 email," you have to choose an option they give you and none of the options apply to a lost package. Because of that I couldn't even send a message, even if I tried to choose one of the other options, it would just redirect me to a useless page that either makes them not at fault or for you to do something else on your end that would not help you at all.

I contacted the shipping company like was suggested, that went nowhere. They stopped responding to me completely after saying they would "investigate the matter." I either got scammed, or it's just lost and iHerb won't help me at all. If you order from here you MIGHT get your product, but there's a good chance you won't, and if you don't receive it then don't expect to get any customer service or help. I'm so upset, I've never written a review like this before but I just cannot believe what a poor experience this all was. Very frustrating and sad because I lost money that I cannot really afford to lose. Proceed with caution.

Hi I confirm that I received a packaged box from iHerb relating to my order number no *******. The box was soiled by a leakage from the contents. On opening the box I observed that the leakage was from the mask and conditioner I ordered. Clearly, an error has been made and I am disappointed to see that I have been sent the order in a very bad packaging. I am hereby attaching pics of the same. U can easily see the bubbles n stickyness in packing... and also proof of leakeage on the carton.
Want my refund asap + compensation since this situation is unacceptable

BY Sawsan Hasan

I think not! It's not illiteracy - they know how to write, but arrogantly choose not to! I cornered iherb with the truth: why charge me $45.00 for postage when your competitor (Return to Health) is charging $4.00 for exactly the same item? Well of course I purchased from the competitor - and kindly gave iherb feedback which they obviously did not appreciate. Had they replied, I would not be writing a one star review!

UPDATE: Ok, that is accepted (I've gone up to 2-stars now). Further feedback is the shipping is to Australia - and you have a warehouse in Australia. The competitor shipped from New Zealand.

Further, why aren't Customer Care responding to emails?

I purchased some vitamins and skin care product from this app, the application never asked me about name or anything except address and paying method. After my items arrived I came to know that I can't really get them as they are under my company with was mentioned in the address. My company has to do clearance but need a lot of documents and ministry permission so they refused. Now only I came to know that I should create profile in this app and they automatically maybe put my name from my profile. Overall I am very disappointed with the app. I can't get my items

Please don't order from this site. Yes, they have good items and good prices, but after ordering from them twice, while I was making a 3rd order, the price in my cart kept going up by as much as $30+, although I hadn't put more items in the cart. It happens when you go to look for more items. The 1st jump in price was $21! I was sure that something must have just been off, but when I tried twice more on different days, weeks apart, to place the same order, the same thing happened. Be aware before placing the order!

They apologise, give some lame excuse about a technical difficulty preventing the refund with no details. You can bet if there was a technical problem preventing payment, they would be on top of it right away. But a technical problem preventing a refund (of a credit card payment, BTW) can just stay a problem for months with no worries. So they have sent a new notification that they have completed the refund. However if you click their link about how long refunds can take they suggest the following ridiculous scenario:

Refunds may take up to 35 days to process for customers outside of the United States. Customers who paid using Mada cards may experience longer wait times for refunds and we recommend accepting Rewards Credit as this will typically become available for use within 48 hours.
If your refund has not been received after 35 days of approval from iHerb, please contact your card issuer or bank. This is an issue occurring on their end and they will be best suited to assist you further.

Just don't order. It is not worth the risk that they won't send the product or refund the payment.

Iherb advertise a product "on sale". However will only sell the product to you if you purchase shipping. Even though they advertise free shipping to Australia. Once you choose free shipping, iherb then switches the sale product to "unavailable". This scam can be done live on the website.

I was charged the full amount and never received a confirmation email or order number and it's not showing up as an order on my account so I can't even email them without the order number. I have the receipt with all their details and that's it.