iHerb
reviews and complaints

Far too many problems with orders. Although there is a great range of products at good prices the cons outweigh the pros.

Deliveries are constantly late and incorrect products sent. Customer service is extremely poor with the same generic responses time and time again.

I brought the products expecting delivery, as per their website within a set time frame. 5 days after the last delivery due date and I still don't have my products.

I'm now being told to wait another 3 weeks before letting them know if I have received my order and they'll follow up.

No use to me now as I've moved to a different address.

I ordered from you CoQ10 capsules (600mg).
I received my iHerb order after few days, on 15th June 2017 and when I opened it all gelatine capsules inside of box were glued all togehter, melted and damaged with strange dots on each one capsule.
I suppose it is because of high temperature while transporting.
Naturally now we don't want to take it because we are not sure are they still healthy or they are totally damaged.

I received my last iHerb order on June 20th (number [protected]) and it was damaged: the gelatine capsules in both bottles had melted together into a big chunk of gelatine, therefore rendering them useless. The package has obviously been exposed to heat at some point of the shipping/handling. The package box seemed unharmed on the outside, but the supplement bottles' paper takes weren't flush to the bottle anymore. The caprylic acid bottle had even changed its shape (from a cylinder to a cone).

I would request either a refund in money, or in products (the same products sent again to me).

Included are photos of the damaged product, as well as an email of the order.

This complaint is addressed to iHerb.com that claimed to be the world's best value online shop in the United State of America.

I have two complaints :

1. Loyalty Credit used to be 10%, but now it was shrink to half at 5%.

2. The Rewards Credit seems to be totally not credited at all nowadays! Quietly eliminated without a sound! Todate, I do not know how much credit I have missed out because the transactions are not transparent.

What's happening to iHerb customer services?

Hi

I confirm that I received a packaged box from iHerb relating to my order number no. [protected].

The box was soiled by a leakage from the contents.On opening the box I observed that the leakage was from the shampoos 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. Therefore, I would appreciate it if you could replace my order as a matter of urgency and send me the correct products which please ensure is properly secured in a leak free container.
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...plz look into the matter and replace the products..
Regards..

Hi

I confirm that today I  received a packaged box from iHerb relating to my order number abovementioned.

The box was soiled by a leakage from the contents and the parcel delivery man informed me that because of this the box was secured in a polyurethane bag!

On opening the box I observed that the leakage was from the Apricot oil I ordered. However, as you will see from checking my order number, my order consisted of two products, one being the leaking Apricot oil I received and the other was Advocado oil of the same brand which I have not received.  

Aside from the Apricot oil I found within the box two boxes of a product called "Yummy Bears Vitamin D" (which I assumed is for children) together with a plastic jar of "Vitamin D3" capsules.

Clearly, an error has been made and I am disappointed to see that I have been sent the wrong order.  Therefore, I would appreciate it if you could rectify my order as a matter of urgency and send me the correct products which please ensure is properly secured in a leak free container!

I spoke to someone on your live chat yesterday about an order I placed on the 1st of April, as it hadn't arrived.
It was after I spoke to your representative that I realised the estimated delivery time from the confirmation email I received was for up to 3 weeks.
However, your customer service rep proceeded to tell me, I need to "be patient" and wait anything up to 6 weeks before anything will be done because DHL are still within their SLA.
This is falsely advertising to your customers and truly frustrating as a customer, so I can assure you I will not be purchasing anything using your website again in future.

Hi
I sent a complaint three weeks back that I didn't receive my item yet for the order [protected], one was Vitamin D 2000IU and the other item was Acai Juice .
You informed me to be more patient since it might be under process . However, my order was placed in 9th of Feb 2017 and every week I get different estimated delivery date ..! On the other hand, I was following the tracking number GM275317772000196154 but it was showing wrong tracking number ...! so, please refund my money back immediately .

Ibrahim

I received an incorrect order so I sent it back. They offered me a replacement but I refused and decided that refund was better. They agreed pretty fast. I want to mention that I had to pay for the return shipping because they refused to give me a return label.
Later iHerb contacted me and said that thy received the package that everything was damaged so they were not able to refund me. I could not believe that! I asked them to return everything to me but they refused. There was something wrong and even now I don't believe that they told the truth. Please, avoid iHerb! They are not to be trusted and they are just a bunch of cheaters!

I purchased the above product in December, 2015. In January, 2016, the product was recalled(FDA Lot# [protected]). I was never notified by Iherb. I continued to use the product occasionally until I finally learned of the recall in February, 2017. I immediately emailed Iherb to register my concern and their response. The customer service representative assured me that he would send the email on to the appropriate department. After 10 days, no response, so I used the chat option on the Iherb webpage to contact them once again. After initially explaining that nothing could be done because the purchase was over a year old, he then wrote that I could receive a credit on my next purchase. I reponded that this didn't address the safety concerns and does nothing to ensure the safety of customers in the future. He said he would(again) submit my concerns to the appropriate department. After another week, no response. It seems clear to me that the company has no system in place to notify customers after products are recalled for safety issues. My concerns have been met with deaf ears. There is no concern. This company cannot be trusted.

I agree with all the reviews - iHerb is a terrible company. I bought two bottles of vitamins from them and received only one. One bottle was missing and the one that arrived was incorrect. Of course I tried to resolve this matter and spoke with iHerb many times, but all they said was absolutely ridiculous! They claimed that was not their fault and not their responsibility. They said that I received what I paid for but that was a complete lie! I know what I bought and I definitely know what I paid for. iHerb is a bad business and I recommend everyone to stay far away from it.

Ordered some stuff from iHerb website and received all the confirmations. About a week later I received a call from DHL and they said that there was a package for me but I had to pay for the delivery. That was strange because I already paid for it. I asked DHL to give me some extra time and contacted iHerb to ask what was going on. Their customer service rep was rude and ignorant, he said that I need to pay for the shipping. When I told him that I already paid he said that they did not have any record about that! Then I asked them to cancel my order and refund my money but they refused and said that it was not possible since my order was already shipped. When I asked for an advice they just said that I need to discuss everything with DHL.
Terrible website and customer service, they gave me nothing but headache!

Iherb.com removes links to coupon codes so that fewer customers can save money on products.
Use coupon code OPI483 to save on $10 off or more on your purchases. This coupon works only for new customers- just register a new account on iherb to use coupon code OPI483.

I am... Oops, I meant I was a loyal iHerb customer for about a decade, and was very satisfied until recently. You never really know who you are dealing with until there is an issue. An item was missing from a recent order… No problem. The problem is that trying to get the issue resolved turned into a mountain of necessary extra work and aggravation. I ended up going back and forth for almost one week with iHerb though email because the representative did not seem to comprehend what I was requesting, no matter how clearly I communicated my needs. Deciding that I need to put an end to this runaround, I decided to call. I found out that iHerb no longer offers phone support… A growing trend today among businesses, a foolish one, at that. Forced to write, I thought I would try the only other option, live chat. I explained to the chat rep that I have a serious health issue and therefore typing is extremely difficult and taxing for me, and kindly requested that they make an exception and grant me phone support, but was denied. I asked for a manager and was told that one was not available. I requested that when a manager becomes available, that they contact me. That was 24-hours ago and still nada. Also, my issue is still unresolved. Aside from the considerable aggravation and loss of time over an extremely simple and straightforward issue, what does it say about a company if they will not accommodate a sick or handicapped person!?

I ordered:
1)$4.85 x 5= $24.25 - 5%= $23.04, if you order 4 or more there is a 5% discount
2) advertised trial product for $1.95 (but they charge $2.66 and tried to adjust the price back to $1.95 by using part of the first time customer $5.00 off.)
3) advertised trial product for $1.00

for a total of $25.99
they give a first time customer an additional $5.00 off, therefore the total is
$20.99
For two days I have gone back and forth with them as they charged me $21.70, instead of admitting the mistake and refunding the $.71, they continued to rearranged the discount to justify the overcharged.

I will never order from this company again. If $.71 means that much to this company, something is seriously wrong!

Hello. I have ordered some products from www.iherb.com and received the wrong ones. I contacted customer service and provided some pictures as a proof. I asked about stuff that I ordered and they said that everything was out of stock. Their reps was totally unprofessional. I asked him why didn't they tell me anything and why did they sent me something that I never ordered. He said that he does not know. Absolutely ridiculous! What kind of customer service is that?

I have purchased two supplements from www.iherb.com. After order was placed and shipped, I received a message with some tracking information. Weeks passed and nothing showed up so I contacted customer service and asked what was going on. Their rep assured me that everything was fine and only two weeks later they finally told me the truth that my package was lost! Then I asked for a refund, but they said that they don't do refunds and promised to resend my order. Well, that was three weeks ago and I received nothing yet. I feel scammed. I don't know what to do since I don't have the products or my money.

I would have no complaints except that they charged some additional money for customs! When I made and order no one ever told me about any custom fees! I decided to order something from iHerb because they have really nice prices, and things I needed were way cheaper than on Amazon! These hidden charges are absolutely terrible. I see many people are complaining online about the same thing but it seems that iHerb don't care about anything! They do not respect their customers at all!

I made my order and bought some products from iHerb website. After my credit card was charged I received a message from them stating I need to pay some extra for shipping! How ridiculous is that! So shipping cost me the half price of my order! I contacted customer care and demanded a refund, they said that I have to wait until my order arrives and then I have to send it back. Only then they would refund me, and they also added that I also need to pay for the return shipping! Avoid this website!They just don't care about costumers!

I have had the most horrific experience with iHerb. I placed an order worth $ 75 from India and when the order arrived, I was informed that I'd have to pay an additional $45 in customs duty on the order. This would make the price of the product far more expensive than what it was sold here in India for. I decided to send the product back to iHerb as they had not warned me about these exorbitant customs duty that I'd have to pay.

When I tried to contact them about getting a refund, their customer service team informed me that the cost of returning the product would amount to as much as I had paid for the product and hence I was not eligible for any refund. They then made an offer to refund 50% of my customs duty should I choose to accept the order and pay the taxes. I figured this was a better option than losing all my money so I paid an additional $45 in taxes.

When I requested iHerb to refund 50% of the taxes I paid back to my credit card they then told me that they would only be able to give me this amount in store credit. This credit is absolutely useless to me because shopping at iHerb is ridiculously expensive for someone living outside of the US since there is such a huge surcharge of customs duty.

Apparently on iHerb's website, it is listed in fine print that "Duties and Taxes may be collected at delivery ", but what is the expected amount of that never stated. Most people don't even read this fine print, and those that do probably are unaware of how steep these charges are. iHerb ought to be giving an estimate of these charges upfront to their customers so that they can make an informed decision.

I feel cheated and disgusted at the service I received at iHerb, they clearly don't care about customer satisfaction at all and have lost me as a customer forever. I would like to reach out to as many people as possible, shopping from this website to let them know how terrible they are and don't care about informing you of the actual price that you will end up paying for the products you purchase.