iHerb
reviews and complaints

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

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.

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

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.

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.

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

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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Order Date:
February 13 2018
Order Number:
[protected]
Order Total:
AU$18.84
Status:
Shipped Out
21st Century, Calcium Citrate Maximum + D3, 400 Tablets
Item Price
AU$16.42
Qty:
1
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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.

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.

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

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.

kolorex capsules £28.58 ordered 11.7.17
customs charge too high to redeem - after lots of emails
27.717. Jerome Deocareza replies - return will take 2months via Global Post then a full refund will be issued
28.7.17 Sheryl Paredes confirms a full refund will be made and no shipping costs to pay
November 2017 - I begin to email to chase up refund, not received
18.11.17 2 replies ( computer generated, 1 from Anne Marte - the payment was only authorized not taken .
27.11.17 I inform iherb my paypal account shows payment was infact taken
27.11.17 Gladys June Sardea says after 60days can not process arefund will credit iherb account
28.11.17 I reply do not want credit ( do not wish to ever deal with iherb again) want the refund promised in July (by 2 different iherb representatives on different dates in written form)
28.11.17 2 replies from iherb (Gladys + Juan Pasaquain) saying can not process after 60days

I've sent photos of my shipment, the charges I incurred and the product that came and they are telling me my email is not in the system. I never received a confirmation email... either that or they retracted it as I do not have what they are asking for. We've been going back and forth all day and there is no phone support but they shorted my shipment by 1 $10 cotton pack that I'm pretty sure they just ran out of. I have asked them to help me locate the rest of my order or an order number because no packing slip was included in my shipment but it looks like I'm just going to have to do a chargeback because they are not helping in any way. Crappy customer service.

I placed an order on Friday 10th November. I ordered the wrong colour hair colour so modified my order within minutes of placing it. It was cancelled on your website but I was subsequently charged for it. I have been back and forth with your staff sending proof from Paypal, the charge on my American Express and the cancelled item on your site. They don't seem to understand what I am saying. All I want is to be credited for the hair colour, $16.16. The order number is Order [protected]-0 and I cant find a client number .

Run away, that's the only advice I can give you.
My order never arrived and this shady company refused to refund my money, even though they had to. They said that their tracking number shows a different information as if the delivery was one. But it's a lie!
I would be happy to get my package with great items $200 worth, but unfortunately, you have let me down. What a disrespectful attitude.
How can you be so rude and impolite to blame your customers in robbery?

I constantly order this product from Israel. Suddenly, the shipping cost of the same carrier doubled. iHerb said that since January 1, 2017, two new customs taxes have been introduced. Why then the price rose only now, in September 2017 ? According to information received from the customs administration of Israel over the past 5 years there have been no changes in customs regulations. iHerb does not check the information, the site charges the wrong amount of customs fees. iHerb does not fix the problem of the site, fools the customers and makes money on them. There seems to be a deal between iHerb and DHL, from which the information about non-existent taxes seems to be valid ...

I got my order in the mail a couple of days ago.
Order no [protected] was placed on September 07.
The package arrived with 2 items missing!
Rose hip seed oil (30 ml)
Black seed oil (120 ml)
And very poor packaging! One of the oils that did arrive leaked.
Very very disappointed and want my order in full!
Hila Baum Halperin
[protected]@gmail.com
[protected]
Israel

Low prices, good quality, BUT the service is crap.
Something went wrong with my order when it was going through the customs. Nobody notified me that there was a fee I had to fully paid before they forward it further. I didn't expect that dealing with them would be like a pain in you know what, so I decided to cancel my order and return it to the sender.
I was said the Iherb refused to take the items back. I called them and asked what was wrong. They said that they have no idea what I'm talking about and will gladly take it back. My package is still at the customs. It means they lied to me and no one is gonna resolve it.
This is appaling in everything.

Dear sir,

I am iherb loyalty customer and want to complaint that my Order Number: [protected] 2 item not received yet

GAN GEOK LIM
[protected]@yahoo.com

Tracking:
IH00000010311

Doctor's Best, Best Alpha-Lipoic Acid, 600 mg, 180 Veggie Caps
Item Price
RM113.83
Qty:1

Source Naturals, Huperzine A, 200 mcg, 120 Tablets
Item Price
RM107.71
Qty:1

thanks!

from,

Jackson Gan Geok Lim
2/9/2017

I purchased 2 Colostrum powder from IHerb. The goods were paid for my express delivery to UK to Pinner in Greater London.
The next thing I learnt was DHL sent the items back to the USA as they could not deliver my item in East Midlands. The courier company clearly does not the difference between London and The East Midlands, even though the correct Zip code and phone number were included! I submitted my complaint to IHerb and they have taken my money and still not re-dispatched my goods and screamed at those half wits at DHL.

I've ordered michael's female reproductive formula since the 26th of June with DHL. I've seen on the tracking number that it has arrived in the UK since the 5th of July and am yet to receive my package. I've emailed DHL and I was told my package has arrived in uk and been handed over to the local mail in my country. So Wat do I do now since this is taking too long.My order number is [protected]-0 .
Thanks in advance.