SUBMIT A COMPLAINT / poor customer service poor postal

United States Review updated:
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On February 23, 2012, I bought the some products in the . My order number is [protected]. I spent $75.06. I have decided this package for my wife, mother and child. The Shipping Method is DHL。Tracking Number: is GM5551124770896998 .Destination is China. On March 19, I sent an email to customer service to ask some information about my parcel . The customer service told me all the international order must wait 21 working days. On March 28, I still have not received my package.I want the company to return 100% payment . But the customer service want me to provide some proof that the package is not being held by customs. If I am unable to provide this documentation they can issue a credit for the items minus a 20% restocking fee. China has many customs. I don't know which customs my package is in. So I wanted them to provide tracking number to me or provide proof that said the package arrive to customs. When I wanted Vitacost to offer them for me, they changed the strategy. They told me that my parcel have liquid and they was received information that liquid products are not allowed to be shipped into China. There are liquids on my order and it is possible that my order has been confiscated.
I am really disappointed to hear this news.However, I asked about the customs of the people and some mothers bought the Vitacost’s products.They have not heard of these provisions of the liquid.I am sure that every day there are many customers from China buy Vitacost’s products. These products include solid and liquid. After post, most of them can get these things. So I want VITACOST to provide these specific provisions. I have Chinese customs entry product tax payment table. In the above entry of goods for taxation everything I bought is in line with this policy. From then on, I have never received any reply . I believe that my E-mails are filtered by Vitacost. Every day I send an E-mail, but receive no reply. I have no any method but to turn to the BBB. As a big company, this is not accepted. For the shopping, I'm disappointed. A whole month in the past, I have not received any thing. I'm very disappointed. They want to deduct the freight and the poundage of 20%. This requirement is not acceptaed. I want VITACOST return 100% paid to me or send you a replacement without delay. The shipping method should provide the electronic tracking.

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  • Vi
      10th of Apr, 2012

    Hi there, sunu. I am sorry for the inconvenience you have experienced. At this time, our policy regarding international orders has changed, and we’re not requiring the documentation for a replacement. If you would prefer a complete replacement, we’re happy to do that for you. We encourage this instead of a refund. The refund is 80% of the product cost, and the remainder is held for restocking fees. If you would like a replacement, we have to apply a temporary fee of $1 per item, plus the cost of UPS Express shipping. This fee is temporarily charged so the package holds value, which is required for crossing US Customs. Once the package is released, we will remove the fees. Please email me to advise how you prefer to proceed. You can reach me directly at [protected] Thank you so much in advance for allowing me to assist with this matter.

    Catherine C
    Social Media CSR

    +1 Votes

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