VitacostReviews 415

I have had Vitacost.com on my radar for quite some time and hesitated to place an order due to all the negative reviews here, and the fact that they use OnTrac for deliveries (horrible experience with OnTrac in the past).

Late last week (Friday), I ordered a supplement, taking advantage of their low price, free shipping (met the $49 criterion) and 10% new customer discount. Well, my order arrived yesterday (Monday). The items arrived, all factory-sealed, and in perfect condition. The expiration date on each bottle confirms that the contents are from a recent batch. I set up alerts on my credit card account and the charge that Vitacost submitted was accurate. I won't need to interface with their customer service department for this order so I have no comment on them.

Vitacost has a Canadian website but doesn't tell the customer that the prices are in U.S. dollars. When I wrote them about an unexpected forty dollars in exchange on my Visa card they wrote back and said that under frequently asked questions it says all prices are in US dollars. Yes that info is tucked in there very neatly on a page with a ton of other information and why would I be reading all the frequently asked questions?
Reputable companies inform their customers upfront as to which currency they are purchasing in. What is the purpose of setting up a Canadian website if the currency is the same as the U.S. one. Other websites simply state that they ship to Canada.
Obviously this is a cash grab. They can advertise lower prices to unsuspecting international customers.

Despite some initial hesitation (eg. Higher overseas delivery fees to Asia where I am based, not heard about them before etc), I decided to bite the bullet and purchase some shampoo in my first order with them. I was excited to receive the package but this quickly turned into disappointment after opening it. The shampoo's cap got damaged in-transit and liquid had leaked onto the rest of my order (which was luckily wrapped in plastic). Not knowing what to expect, I contacted their customer service team, and was delighted by their professional & prompt response (ie. A sincere apology and immediate "no questions asked" full refund for the shampoo). They turned a potentially negative experience into a "positive one" for me - I look forward to ordering from them in the future!

Beware of ordering canned food items! I ordered 26 cans of Eden organic beans. Nine or about one-third of the cans had a large dent across the seams which compromises food safety. Three more with small dents, but not affecting the top, bottom or side seams, So, I called asking for nine replacements, which Vitacost sent. Of course, three of the replacements were also badly dented on seams, Goodness! Either they don't know how to handle/pack their products or their delivery service is careless with packages. Just decided to forego the bad cans and not go through this again. Won't order from them again.

It doesn't look like Vitacost offers any instant refund as they claim, I order some juice and honey, and the safety seal wasn't secure so I wasn't going to consume all that. And I was told to go through the online system for refund, and next day, I get an email to send those items back and had to wait almost a month for refund. And the other time, they refuse to offer me refund for damaged items, after sending them pics, and they never responded to my emails... going back to iHerb. Vitacost fraudulent company... anyone else with similar experience?

I am very puzzled by the 1 star, extremely negative reviews. I've ordered supplements and natural beauty supplies for many years from this company and have never experienced the problems listed. In Nov, for example, I called Vitacost after waiting 3 days for updated tracking information. The customer service rep told me a Fedex truck broke down and she replaced the entire order which arrived at my door in 2 days. No store is perfect, and sometimes I've received products I didn't like, but I am usually very satisfied with the selection, competitive pricing, shipping time and helpful customer service people.

I have never had a problem with their products or orders. I had bought 3 different flavors of a Stevia soda they sell. When I got them, the root beer and the grape looked the same, I thought they had sent me 2 grapes. I contacted the online. I have never dealt with such an easy return. When I realized the order was correct, I contacted them again, but it was too late, they had shipped it already. By the was they ship super fast too. I am a loyal customer now! Will recommend to family and friends too!

Overall Vitacost is a great site to order all kinds of food and personal care items from. I love the huge selection of products that they have. I have several ongoing auto shipments with them and haven't had a bad experience with their customer service.

The only drawback I've experienced is glass items (holding beverages) breaking during transit. On more than one occasion I've received my order and, while the box was fully intact (indicating that the shipping courier wasn't at fault), the glass bottles inside were shattered. It was clearly the result of being poorly packed. Now I make it a point not to include more than one glass item in any given order because they seem to break when they hit against each other during transit.

It's important to note that Vitacost has always replaced any broken or defective items. In the end I always end up satisfied.

I called in for assistance on an order an was met with extreme hostility from an employee named "Ashley" located in North Carolina, from the moment I said hello. She was so rude and informal I thought I may've possibly reached her at home and woke her from a nap. As a loyal customer over the past 10 years, I did not feel I deserved such service and requested a supervisor who was WORSE! Stated his name was "Dajuan Verdell", also conveniently located in North Carolina. Extremely condescending and arrogant. Was completely unhelpful and was unwilling to allow me to speak with someone that would better assist me. Said he was the highest in charge, then later admitted he reported to Tamika Frazier but that he would not allow me to speak with her. And to think I was simply looking to place an order I was having difficulty with on the web! After 10 years, I'll be taking ALL of my business to a company that values and knows how to treat the very individuals that keep their business afloat. Vitacost, retrain, rehire or I won't be the last customer to move on from your services and never look back!

When package arrive to germany every thing possible, maybe lost, maybe stolen.
They use very bad company for shipping overseas.deutschepost.de
You cant track your package. Most times they didnt know your package, delivered or not. 60 days my package still on IPZ-Ffm, Germany.
Track no CH*******DE, any way. They send me message, they will refund the amount.