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1.4 129 Reviews

iHerb Complaints Summary

12 Resolved
107 Unresolved
Our verdict: With iHerb's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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iHerb reviews & complaints 129

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M
10:06 am EDT

iHerb no refund no delivery of product

Dear all,

We have been scammed by this company "iHerb, Inc. 22780 Harley Knox Blvd Perris, CA".
They did not deliver the products we have ordered, and after several months of emails/calls with the support of DHL (their shipping company), we received information from DHL France that iHerb refused to deliver the product and also to refund our money.
It is typically a scam, beware, they random this practice to thousands of customers. Better you order in Amazon or somewhere else the products they offer you can find them everywhere in the net.
With Regards.

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K
10:06 am EDT

iHerb do not offer discount as per promised.

Order number: [protected]
Order date: september 08 2018

As per my chat with iher cs, I have entitled the promotion code of "baby22", which is 22% discount of baby item. Today I am informed the promotion is rejected, which is around 56usd.

First, I made an order (order number: [protected]) and then canceled because I added 2 more items.
2nd, I reordered ([protected]) and canceled because I found the discount code didn't work.
3rd, I contacted iherb cs, they advised me to re-order again because I should entitle the discount, and they will submit the request and pending approval for 24 hours, details please refer to image provided.

Finally, I am being informed the request of discount is rejected. The items of order [protected] is exactly the same as order [protected].

I would like to get back my eligible amount.

Kenny
[protected]@gmail.com

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R
12:37 am EDT
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iHerb fraud company doing scam and no delivery of online order through iherb website

Placed online order through iherb website for vitamins for my parents living in india. Below is confirmation email received after placing order.
Order number: [protected]-0
Date of order: august 05, 2018 23:08
Shipping method:dhl express
Estimated delivery: august 10, 2018 - august 15, 2018
After 15th aug, no delivery received by my parents so contacted customer support via email. After follow-up finally received a reply saying order has been canceled by verification team. No one contacted me from verification team, neither any email though I have shared my cell phone number as well. Funny part, I am not able to login to website to check my order. I asked customer support to deliver my order, as it was not canceled by me and full amount has been paid via credit card. No response received. Iherb saying that money will be return by deducting bank transaction charges. Iherb not able to show any proof that any one contacted me to confirm order cancellation. Otherside order is not canceled by me so why I should pay bank transaction charges? Most wonderful part, iherb not in situation to confirm, when money will be transfer back to my bank? Wrote email to ceo as well through linkedin, but no response received. So for me look like a fraud company and doing some scam. I found several feedback posted around internet social media. Please take strict action about such fraud companies based in usa doing online business.

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scooby1305
, US
Oct 20, 2018 3:26 am EDT

Buyer BEWARE.

My order arrived both quite late and was incomplete, i.e. ordered items were missing.

Though their customer service answers complaints quickly, they fail to actually refund you your monies owed. Instead, I got the strong impression that they just stall you for time and also provide conflicting advice.

In particular, they initially ask you to cancel any PayPal dispute and state that they only make a refund once this is done. Then they do not refund you. And then they tell you to open a PayPal dispute if need be. PayPal does not allow enabling disputes that have already been closed, so you are left without recourse there.

I escalated this matter to American Express, which is the card I used for payment, and they did refund me my monies. Nonetheless, I DO NOT recommend DOing BUSINESS WITH iHerb and also NEVER SHUT-DOWN your PAYPAL DISPUTE until you have received your monies.

Copies of related correspondence proving the latter points are available, and in light of the many negative reviews one can find online I strongly caution anyone to avoid this supplier.

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Z
2:53 pm EDT

iHerb additional 6685.75 was done from my account through iherb

I have ordered ISO100 Hydrolyzed whey protein from iHerb on 1 September 2018 ( order no- [protected]) worth ₹564.32 . An additional amount of ₹81.54 was charged as for verification which was not refunded. Again on 3 September 2018 a debit transaction of ₹6685.75 was done through iHerb which was not done by me. Kindly repay ₹6767.29 into my account as soon as possible. My bank has told me that as I have shared my debit card details with you, iHerb is responsible for the fraud. Please refund my money as soon as possible.
Regards
- Sameer Ahmad

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6:51 pm EDT
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iHerb full refund not received

I ordered a product from iHerb on July 5, 2018. Two weeks later I had still not received the product and was unable to track it. iHerb said they would resend the item. Several days later, I was notified the item was out of stock. iHerb issued a refund for the cost of the item but not for shipping ($16+) or sales tax. Eventually, after several requests, they refunded the shipping cost. After several more requests, they have still not refunded the sales tax. They said, "Please be advised, the refund amount in question was for sales tax." My response: "Please be advised, I should not have to pay sales tax for an item I never received." I will NEVER do business with this company again.

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G
9:04 am EDT

iHerb payment

I ordered first time on July 29, 2018 in the evening. The next morning I got email said they need authorization code. I called my credit card co, they said the charge is pending and authorize but don't have code as that is Iherb part have to call my credit company for merchant code. I chat with Lexter from Iherb, he kept insisting for authorization code and I explained what my credit card company told me. Finally Lexter cancelled my order. This is very inconvenient and unprofessional as I never have problem placing order with any company before. This is a bad lesson and I will remember to not order from Iherb in the future. Order number is [protected].

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8:46 am EDT

iHerb unreceived item / patchouli oil

I ordered from IHerb for the 1st last week 7/23/18. There ratings look promising until I received my package and I was missing a item from my order. I contacted them and they said they would issue a credit back to my card. I said I would like my item. Then I got an email saying that they can't respond right now! The real ratings are on the BBB site. Never Again

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3:18 am EDT

iHerb personal products

I ordered on 30 June with an estimated delivery date of 13 July. I still have not received my order, it is now showing as no estimated delivery date and the package has not been scanned since early July. I have been refused a refund even though it appears the package has not been sent. I now have to purchase these products again elsewhere as I have run out of time to receive them, yet am still being refused a refund. Customer service cannot even tell me where my package is! Unacceptable.

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4:36 pm EDT
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iHerb refusal to cancel

They simply refuse to cancel my account! It is unbelievable. They will only deactivate so that you can easily reactivate. I spent a week of effort and in the end, they simply refused saying we cannot cancel your account! That is unacceptable and I have never heard of an internet company refusing to cancel an account (in recent times). They have awful customer service.

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10:36 am EDT
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iHerb payment issue/harassed

Date : 1 june and 9 june 2018
mob: [protected]
First I order no 704369393 of Rs 2553 and custom duty is 1681 the product is damaged and leakage they have refund my money of 2553 and they insisted me for next order for refund of custom duty on next order and then I order next order because my 1681 was not refunded, then I order no 704458301 of Rs 4501 which was paid by my account then after placing order, after 3 days you have given discount of 1681 on my this order. and paid custom duty of Rs 2493 again items are damages only items Rs 875 is correct rest all were damaged of Rs 3626 and they have only refunded me 2339 and of Rs 3780 still left to be refund and they are not giving.

Request of refund

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1:05 am EDT
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iHerb mp combat whey protein 4lbs milk chocolate

I am from Mumbai, India. I had ordered the product online from iherb.com website. It showed me product cost Rs.2300 and shipping cost 643 so total 2943. I had no idea that after reaching my city i will be asked to pay Rs.1845 extra just for customs; this vague and bizzare. I was shocked to see this. I was never given an intimation about it whatsoever. I would never have ordered it if I had known about it.

Hopeless service. Not worth it! Never would I recomend to any friends

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8:08 am EDT
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iHerb collagen tablet

Good evening, please I would like to cancel my order because for the reason that, I dont have proof of medication from my specialist., and also i would like to refund my payment amounting to 3, 955.44.The payment was made on May 26, 2018 We are open for any process you've given to me. Thankyou
I hope and wish for your kind and consideration on this matter.

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4:01 pm EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

iHerb failure to honor promised credit of $5.00

5/10/2018

Re: Order [protected]-0 Shipped
Shipped via: Lasership Estimated Delivery: May 11, 2018
Tracking Number: 1LS7262021139158-1

I was promised in writing via Emails, that a $5.00 credit would be given on my next order.
A May 6 message from C.M Luzong stated -
"Yes, we can absolutely honor the promised $5 discount.
Upon checking, there is no new order yet on your account. To maximize the discount, please place an order and give us a heads up about it so we can apply the discount."
I notified via EMail immediately after I placed the order, provided her the order number. She LIED and told me that the order was already shipped, which is impossible as it was only not more than 5 minutes after I placed the order!

C.M. Luzong also stated in a subsecuent Email the following:

Dear H. Kaplan,
We apologize for the inconvenience that you are experiencing with your iHerb.com order. we have applied the promised $5 dollar less to the order."

They were to apply it prior to shipping the item, which was not done, as my order has already been shipped.

Her next Email was as follows:
"We understand your concern.
Please don't give up the hopes up.
Even if the discount has not been applied to your order since it has shipped already before you notified me, it will still reflect on your credit card and will not go on through air.
Thank you for the understanding and patience on this matter."

Her comments are not helpful, and quite frankly are quite unprofessional.
And, the discount was NOT reflected on my credit card.
I was charged $41.37.
It should of been $36.37 with the $5.00 discount applied.

The latest reply from Mike Castillo is as follows:
"Since the order has shipped already, the amount will be credited back to the original form of payment once this has been approved and you will be notified through email. We thank you for your understanding and patience in this matter."

Although it is possible that iHerb may finally apply the discount and issue me the $5.00 credit, I have no confidence that that will be done.

Thank You
Howard Kaplan

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Resolved

5/12/2018 After sending several EMails to iHerb Customer Service (info@iherb.com) back and forth, I found a few agents, Mike C. & Larry E., who were useful in resolving my complaint. They processed the $5.00 credit originally promised, & ADDED AN ADDITIONAL $5.00 "Courtesy" CREDIT, thus reducing my purchase by $10.00. So, there are a few employees at iHerb.com who are useful in resolving just complaints to the customer's favor. The case is now resolved & closed. Thank You.

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O
10:38 am EDT

iHerb order no [protected]. duty and vat for uk was not mentioned or clarified at all!

I ordered (great lakes gelatin co., collagen hydrolysate, collagen joint care, 16 oz (454 g)
Item price £17.06
Total: £24.88 shipping included

The order arrived costing me 24.88 pounds. 3 days later I receive messages from dhl for importation charges due for 16 pounds payable for duty and vat.
I should have been informed about this by iherb company.
It is only right for the company to provide for this fee in question since they neglected to inform me during the placement of the order.

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M
6:51 am EDT

iHerb no service and no product received and they ordered to destroy them without my authorization!

In the email written down below you can see the horrible experience that I had with this horrible company and the bad times that they are making me go through, in summary, I paid for services and products that I have never received and they destroyed my parcel with no authorization and plus they refuse to give me back a full refund, if you have any doubt just contact me, I am so angry with this situation and all I want is all my money back!

Let's put ourselves in the situation because right now I'm freaking out with all this and the treatment I'm receiving from you. With all the illusion of the world to try your products I made an order of several of them, having to do a payment of a high price for the order in which you only accept one of the three discount codes that I had, besides I am forced to pay an extremely high price for the shipment, with which I pay a total of almost 40 euros, money that as I mentioned before does not fall from the sky, it costs me a lot of time and effort to earn.

My package does not arrive, which is strange because as I mentioned before I live with 14 people there is always someone at home and as I mentioned, at other times my package has been deposited inside my house by one of my flatmates to pick it up later, but in addition to all this, there is no written proof that the messenger has been here, there is no communication to any of my 14 flatmates, nor a letter, or a receipt, nothing.

After all this I contact you to see what has happened with my package for which I have paid a very high price for both the products and the shipping to my house and which I am still waiting for today, your answer is that I have to communicate with the shipping company that is where my package is supposed to be, well, I proceed to it.

I just found out that without my authorization you have had the little embarrassment of asking for my package to be destroyed. Who do you think you are? What kind of company is this? Are you a network of scams or something similar?

I can not explain with words the deep disappointment, sadness and anger that I feel right now, and of course after all the waiting, all the inconveniences, incongruities and everything that I have had to pass thanks to you I hope the full refund of my money in as soon as possible. This is the worst customer service that I have ever received in my life, I can not believe that you act in this way, I do not know what right you believe to destroy the packages of your customers without consulting anything, without asking permission and without prior notice. As I said before I want my money back right now, and I hope you do not have the shame of giving me any kind of absurd excuse after this deal and this lack of respect received by your company. I want all my money back now.

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11:24 am EDT
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iHerb late delivery

Order #[protected] from iherb.
Situation:
Deadline met after six weeks, package never arrived. The company denies to refund.
Order date: January 31, 2018.

Message from the provider:
We apologize that you order has not been received yet. The order was shipped from our warehouse using the Global Post option. With this option the tracking will end once it arrives in your country. The package will be handed to the customs for clearance and then once completed it will be given to the local postal service for the final delivery to you.

The shipping time on this method can take several weeks. We would advise to allow some more time for the delivery to be completed. If you do not receive it by March 21, 2018, then please let us know. We would be able to further investigate this matter for you.

Thank you,

Freddy Castaneda

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h. kaplan
, US
May 10, 2018 5:16 pm EDT
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5/10/2018 I have had boxes sent to México from iHerb. Only one never arrived, they gave me credit for it.
What I want to comment is that, at least in the case of México, I was able to go to my local post office and give them the tracking number, which they were able to locate in the Corréos de México INTERNAL computer system, which is not available online to the general public. Although they do have a tracking system for the public to use, for packages that enter with a higher service level. Regards.

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3:16 am EST
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iHerb 3 complaints, one for service not received (but guaranteed) and for delivery address issue.

I will, here is everything:
Dear I-Herb,

There are 3 parts to this communication. I have identified 3 issues, one which I have been attempting to resolve with you for the last 3 years without success.

So, I am disappointed in you for the times you have let me down because I have not experienced the service guarantee you claim you provide and as a result of being a loyal and patient customer.

I am putting you on notice today that I intend to leave and never to order from you again or recommend you to any more friends (4) of whom you are currently reaping the benefits from my past efforts of sending customers to you.

I feel used and my request is that you do right by me. I would like and appreciate it if you would call a meeting with a supervisor or team leader who is capable of making a fair decision regarding my complaint. I want an outcome which honours me.

So, here are the issues. 1. The old one is that I never received the reward from referring customers to you. There was some kind of promise made that when referring customers, I was to be offered some kind of discount, etc. Well I never received it. NOT ONCE! I have been with you for over 10 years. I guess it's not important though to maintain your promise.

2. This happened again recently in a similar context with the "loyalty points" - Note: this is not the same reward as the one of referring clients to you. I had to have a lengthy and stressful discussion with one of your consultants to get these points applied to my account. I had to do all of the leg-work.

I felt dismissed by your consultant, who wasn't actually listening when I made the suggestion of logging in and out to give the system time to turnover and apply them. Had I just followed my own intuition it would be have been resolved much sooner without stress. So, my point is that I am not being shown respect.

3. The third issue is that recently I attempted to update my address manually by just going into my account and updating it after I moved. This should have not been an issue, it's simple enough to do. Right? NO: I had to painstaking update this with the consultant and I have just found out that you didn't update it your end.

I usually have the product delivered to my door in a timely fashion, but this did not occur - there was disruption. After all that effort to provide you with the correct address and NO I do not want to go into my account and update it again, because I know it won't work and like this complaint which is stressing me - its more for me to have to endure with nothing being resolved.
All I need is for someone your end to actually enter it into your system correctly. I don't want the moon and stars, this is a simple matter which should not have caused me so much stress.

One of the reasons I order from you in the first place is that I have some health issues and medically diagnosed hypo-tension is the worst because stress is what I am trying to avoid and stress is what you are causing me through a series of let downs.

To add insult to injury you send me surveys which in the past I would have done. I have done many of these (unpaid) for you as a courtesy. This is because I am actually a really nice person. Yes! I even run a support group for youth because I care about people. I am not some [censor] writing to you - but you have not treated me kindly.

So, what has happened is that the product was delivered to the local post office and it sat there in extreme heat because February is the hottest month in Australia and I did not even know it was there until 2 days ago.

I just collected it now and of course, it has the wrong address on the label. Do you know how hard it is to track a product with the wrong address? Well in case you don't, I tried unsuccessfully for over 2 weeks to track it and I could not. Thank you for that.

So, I am being very patient. For the final time here is my address, and if you ask me for this again I shall simply move on and tell my friends to do the same:
Unit 11/21 Harley Way, Medina. Zip Code: 6167. Western Australia.

Here is the information from the local post office regarding this issue:
Delivery was estimated for Wed 21 Feb* Order Date:
February 13 2018
Order Number:
[protected]
Still waiting and want us to investigate? Learn how to find a missing or late item. Or ask the sender to raise an enquiry.
Status Awaiting collection
Awaiting Collection at KWINANA POST SHOP
Time & date 01:03pm Thu 01 Mar

See? It's simple. So, I am requesting that a supervisor or team leader, someone competent with experience to do the right thing by me and resolve ALL of these issues, most especially that you honour the guarantee that when I refer a friend I am rewarded for this instead of ignoring this again. Just for once, I want all of this resolved. I did bring it up with your last consultant a few weeks ago, who was not listening. Please note that this communication only highlights 3 issues I have had with you - I have had others over the years but been patient.

Now I want some justice and a decent outcome. I am someone who has consistently done the right thing by you and deserve to be treated well. I would appreciate a demonstration of loyalty form you I-Herb or I'm not going to continue. At this point, I don't feel you deserve my business.

Note: there is also no link to making a complaint that I can see on my screen, so its almost impossible to contact you about this if there is a problem. It's almost as though you don't want to hear about it, so you make the customer jump through hurdles, which I am NOT prepared to do anymore. Here is my screen, do you see a link?

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petrice
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Tuesday, 2018/03/06, 1:06 AM, PST
iHerb.com © Copyright 1997-2018 iHerb Inc. All rights reserved. iHerb® is a registered trademark of iHerb, Inc. Trusted Brands. Healthy Rewards. and the iHerb.com Trusted Brands. Healthy Rewards. Logo are trademarks of iHerb, Inc. *Disclaimer: Statements made, or products sold through this website, have not been evaluated by the United States Food and Drug Administration. They are not intended to diagnose, treat, cure or prevent any disease. Read More »

Thank you,
Yours Sincerely,

Petrice Davidson.

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2:42 pm EST
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iHerb unexpected duties/taxes to pay

I am based in the UK.
Shopping at IHerb, having all the price in British Pounds, being informed about the cost of transport £1.41 and the value of taxes that was equal £0 to be paid, I was more than convinced that I was dealing with British or EU company. All of a sudden, after all the order confirmation, I received a text message from the delivery company (DHL) about the tax/duties to be paid £24! For the products I bought I had paid around £70.
When shopping, there was no information whatsoever about any extra costs that I might be asked to pay.
I spent the last three days exchanging emails with IHerb. That came to absolutely nothing. They prove me wrong with every e-mail. I attached all screenshots as to confirm what I had on my screen. They use n o t my cart and send it to me as a screenshot to tell me what I should have seen - information that was never provided to me.
No line of complaint is available from them. According to IHerb, I should pay the extra £24 to get the products I have ordered and paid for. According to me, they should improve their website so it won't be misleading to the customers and for now they should shoulder the responsibility for their mistake.

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8:46 am EST

iHerb order # [protected]

Dear Sir,
Residing in the UK, I have ordered via uk.iherb.com, thinking I was working with a UK entity, it turned out, I was dealing with I herb USA. the first impression in utterly misleading.

My order stated clearly a shipping charge of £3.82 and no Taxes.
This meant to me the goods were shipping from an English depot and the sole freight charge was that amount.
your T&Cs state : If a pre-paid shipping option is not selected or not available, then the customer will be responsible for paying any duties, taxes & fees that may be required. These fees are typically collected in your country by customs or the delivery agent.
On this occasion, the pre-paid option was available and therefore selected. I knew what I was paying upfront for the freight charges, hence why I decided to go ahead.
I received today an invoice from DHL asking me to pay £16.65 ( !) which should not have happened since I pre-paid for the freight. This amount is more than half of the total bill from I herb. To me this is unacceptable, I feel completely cheated. I request that you address this issue straight away and look forward to your prompt reply.
Yours sincerely
David MILLET

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9:56 pm EST
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iHerb unauthorized credit card charges

I was extremley suprised to see that two payments on my credit card went through after I had recieved an email that my payment was unsuccessful. Then I contacted Iherb online support and after speaking with two representatives and an hour and a half later they told me that is how they verify credit cards (by charging it twice or three times and then a few days later the extra charges go away.) The problem is I had ordered an Amazon purchase a WEEK BEFORE I purchased the iherb stuff but thanks to iherb my amazon purchase was DECLINED which is so upsetting for me because my amazon purchase way WAY more impotant than the iherb one and was a time sensitive matter. So now I am screwed out of my amazon purchase which was 12 Canadian organic essential oils which were going to be how I made my Christmas presents for everyone I love. Very dissappinted and if I had know I would NOT have ordered until I knew the important purchases had gone through.

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iHerb Customer Reviews Overview

iHerb is a popular online retailer that offers a wide range of health and wellness products. The company has received numerous positive reviews from customers who appreciate the quality of their products, competitive pricing, and excellent customer service.

One of the most significant advantages of shopping at iHerb is the extensive selection of products available. Customers can find everything from vitamins and supplements to beauty and personal care items, as well as natural and organic foods. The company also offers a variety of international brands that may be difficult to find elsewhere.

Another positive aspect of iHerb is their competitive pricing. Customers can often find products at a lower cost than they would at traditional brick-and-mortar stores. Additionally, the company offers frequent sales and discounts, as well as a rewards program that allows customers to earn points for future purchases.

Customer service is also a top priority for iHerb. The company offers 24/7 customer support and has a team of knowledgeable representatives who can assist with any questions or concerns. Additionally, iHerb has a generous return policy, allowing customers to return products within 60 days of purchase for a full refund.

Overall, iHerb is a reliable and trustworthy online retailer that offers a wide range of high-quality health and wellness products at competitive prices. With excellent customer service and a vast selection of products, it's no wonder that iHerb has received so many positive reviews from satisfied customers.
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Contact iHerb customer service

Phone number

+1 (951) 616-3600

Website

www.iherb.com

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