VitacostReviews 415

Horrible customer service, 5 orders all 5 damaged. They use Horrible shipping companies like ontrac etc and delivered boxes are destroyed because vitacost poorly packages them etc. Then customer service sound like they are 7 years old and are less intelligent. Hours on the phone and they never answered many emails I sent. We will never use these disgraces again. Use The New Mall on eBay, or Amazon, or Walmart etc... for no troubles..

I was promised my very large order over a week ago by two people from customer service and one supervisor named Dwayne. I've now been lied to 3 times. Do not buy from them since they have drastically changed and unreliable and more expensive. Did I mention they are liars?

This used to be a great company but now they are shocking. My last two international orders were not delivered and after showing conclusive evidence to Vitacost's customer support team, they still refused to acknowledge any wrong doing and in turn refused to refund or replace the lost items. $190 lost due to this pathetic company. And after doing some research, it seems like this incident is just one of many associated with Vitacost.

I'm in the middle of an email exchange that is over a month long over a damaged order. The number of emails exchanged is insanity and they take forever to respond. They then ignore the facts of the situation. I tried my best and initially submitted photos that show just how much the spiked product was coating the entire order, all without being asked to. Over a month later they finally got around to processing the refund but now they want more photos. I have long since cleaned up the mess from the orders damage- that was 100% due to the error that took place during packing. (I exactly know this bc an item leaked all over the order. They pulled the item, didn't replace it and kept the contaminated contents that made up the rest of the order in the box.) The customer service is beyond horrible. I've been a long time customer- over 10 years. It's clear that the Kroger acquisition has done nothing good for this once reputable company. I keep explaining the situations facts over and over and they keep demanding photos that I can't provide. The amount of emails is ridiculous and borderline harassment as they refuse to address any of my absolutely valid concerns and and explanations. They are about to loose a customer who spend thousands a year on supplements from their store.

Delivery issues, packaging issues with every order I've placed. Damaged products; lost package; rude incompetent representatives. HOURS on the phone with useless customer service. No supervisors available; no call back from supervisor. Have to call them over and over, left on hold interminably. No customer service response.

In November 2024 I placed an online order. A month later it didn't arrive. I logged in and the order was no longer listed in my account as a placed order. I had an email confirmation that I placed the order but it was no longer in my online user account. I emailed vitacost customer service with the forwarded order confirmation email asking where the order was. They never responded. A few days later I emailed again. They didn't respond. A few days later I emailed again. They didn't respond. I attempted the customer service chat window, it was useless! I called the 1-800 customer service number & waited for over an hour on hold. When connected with a representative she told me the order # shows "cancelled" in her system. I asked why and she said said "THE SYSTEM DOESN'T SHOW ORDER DETAILS". Then she said she could escalate the order issue to another department and the would respond in the future with why it was cancelled. Why would a customer service phone number lead you to a person who cannot see the details of an account nor help in anyway? That is very strange.

I would not recommend this company to anyone. It is unprofessional to cancel a customers online order and fail to communicate that the order was cancelled. How hard would it have been to send an email and tell me the order was cancelled and why? Then I could have bought it from another company instead of waiting a month and wasting several hours (including a full 1+ hour on hold) to find out it was cancelled but no one at the company knew why.

Its total absurdity.

I have done business with Vitacost for years. Recently they have gone straight downhill and will not respond to my inquiries about missing shipments and incorrect shipments. I'm looking for an alternative.

I am very unhappy with Vitacost. I received a very large bottle of gel supplements and a small bottle of gel supplements thrown in a bag & when it arrived both plastic containers were open with all the gels caps one had 250 large gel caps out of the containers and gel all over the place.
They should have been in a box with a lot of paper or bubble not just thrown in a thin bag.
It would not have been that bad if the 1st customer service person was not so combative rude and obnoxious she did not want to refund my shipping!
It was insult to injury. Poor customer service. Waiting on refund!

Like some other reviewers, I also was a fan and return customer. It was buy a minimum of twenty dollars or pay two dollars shipping. It crept up some back then! (So have competitors.) I do not even know if Vitacost has a deal like that now. The second star is for how good it USED to be.

Kroger is a mega-zilla owner of Fred Meyer, Ralph's, QFC, some Food 4 Less, Fry's, Harris Teeter, and now wants to swallow Albertson's. Nothing doing!

I paid $30 for overnight shipping on a Friday morning. Customer service assured me I would have order by Saturday since I placed order before 1 pm. I did not receive order until Tue afternoon. When I called customer service to ask for return of $30 overnight shipping fee I was told order was delivered within their "time frame" and that it can take several days to pack shipment. Asked to speak with manager and was told none was available. Buyer Beware.

I have been their client for many years, and they always used to care both for their clients and how the product is packaged but something has recently changed. Over a month ago, I ordered a few packages of quite expensive chocolate for a birthday. They decided to send it in a bag. Needles to say that over $100 in chocolate melted and got broken. I contacted them, they weren't willing to give the money back and said they'll send me a label to send it back. Twice I followed up and nothing. Money and chocolate went down the drain. I do not recommend to deal with this company anymore, unless your willing to risk your money on online food that may get there deformed.

We received a promotional email advertising a 20 percent off sale. Last night (9/20/24), the top of their website stated "23 hours +" to go on the sale. It had a big clock counting down until the sale was over. It stated the sale would end at 11:00 pm ET on 9/21/24. I tried to use the code today at approximately 4:00pm central time. The code was not valid. The clock was gone from their website. Customer service is supposed to be there until 6:30 and no one answered my chat. Furthermore, the same code was on "Retailmenot" stating it ended today (9/21/24). They should honor what they put on their website and send in their emails. Highly deceptive.

Upon attempting to order a product, vitacost asked for all of my demographic information with the promise to give me 20% off of my order. I received the email that mentioned the discount but where the code should be in the email, it was BLANK. I called the 800#, and the rep (Erica) explains that it takes up to 24 hrs to retrieve the discount. I was ready to press the pay button right then and there. I realize this is just a way to get your demo info as a lead and possibly sell it to other parties. Why should I wait up to 24 hrs to get a code that you promised as a first-time user? Why don't you mention that upon signing up? Why must I give my personal information to you and you promise me something later? I have decided to unsubscribe and order elsewhere. Disappointed.

Continued receiving damaged items, often missing item. Needing to spend hour(s) on phone with customer service ( or sometimes LACK of service!) Today received a badly busted 1 pound bag of paprika, plus unordered item, PLUS missing ordered item. The list goes on for past orders-unusual to get an order that something isn't wrong! My advice is order from Amazon- no need to order $50 worth to get free shipping- plus hardly,if any price difference, PLUS 5% if using their card.

Can't log in, stopped trying for a few years. Tried again. They don't care. They do nothing. And their delivery provider leaves impossibly heavy delivery in mailroom at top of steep stairs, repeatedly, instead of to apt door in spite of clear instructions given by me to them. Think Vitacost would try to accommodate me on THAT if they can't even service problems with their website?

Excellent sales prices on Bob's Red Mill products. Great and fast free shipping. Best packaging I have seen from any online seller for flour products. Never any problems with orders.

They have a lot of products and brands to choose from, but it takes forever for anything to ship. Did not used to be this way, but lately, you have to plan weeks in advance for things to arrive.

Let the buyer beware. Scrutinize their products closely. For over a decade I bought most of my high lignan flaxseed oil from them. Their price was the best and their quality acceptable. The offer disappeared for awhile. Now it's back at the same price. I bought it but noticed a considerable drop-off in quality when I consumed it. Then I looked more closely. Now they label it as "flax oil" and they're mixing with sunflower oil and powdered lignan. I could get my money back probably, but I destroyed the box and shredded the bill because I trusted them. I just donated it. For free it's all right, but I don't want it. WATCH OUT FOR THEM

I am extremely disappointed with the services provided by Vitacost Not only was their customer service unreachable, but the phone number listed on the PayPal transaction was working only for new orders option. This made it incredibly difficult for me to address the issues I was facing (never receivedthe order) I hope the company takes steps to improve its accessibility and customer support in the future.