Vitacost.com
reviews and complaints

On February 23, 2012, I bought the some products in the Vitacost.com . 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.

I have been a Vitacost customer for many years, spent a lot of money purchasing from vitacost and didn’t have a problem until the past two shipments. The items in these last two shipments were thrown into boxes without any bubble wrap or form of protection. As a result the bottles and boxes bounced around in the box with no protection which is probably the part of the reason some of the items in the shipments were damaged. I received bottles of supplements that were dirty, dusty with broken seals, much of the supplements that were sent to me were old or outdated, they posted either one year and some two years dates of manufacturing which renders them old, outdated and unacceptable.
I called for replacement assuming that the person working for Vitacost would understand the problem and fix it. I was shocked that after spending over 15 minutes each on the phone with 2 customer service reps I found them to have an attitude of “I could cared less” both C.S Reps refused to replace the items or issue a return shipping label so I can ship the defective and outdated items back. All they were willing to do was to "allow me" to receive a return authorization to ship them back at my expense!
I asked to speak to a supervisor, was keep on hold for over 25 minutes just to be told that a supervision will call me back shortly.
It took Ashley( the supervisor) over 5 hours to call me back.
She was uncooperative and outright rude to say the least!
I asked for a replacement of the items that I was concerned about, she didn’t even make an attempt to show interest or try to find an amicable solution. Her outlandish position was that “even if the date of the merchandise was old or if the supplements had an expired date it didn’t mean that the item was bad" she claimed that "it migh only be less potent which is fine and acceptable based on vitacost policy ”.

Vitacost used to be a great company to do business with but it has been getting worse and worse as time goes by and Customer of NO service is the worst in the industry which is reflected in the numerous complaints against the company which I have found on several sites and the BBB.

I recently tried buying supplements from this website but could NEVER get the order to go through. I tried several times and I don't like having to enter my credit card info over and over on a website. I also tried using Paypal to pay and that didn't work either. I won't ever use Vitacost.com or recommend them to anyone.

Hi,

I have placed an order at VITACOST on 30th Jan 2012 and order number is [protected] and shipped by DHL, but I have not received the parcel yet until now (6th March 2012).

I contacted VITACOST several times and they always evaded the issue and asked me to provide our country customs documentation to prove that the parcel never held by the customs. but does any country customs can provide it? It's very funny! I called our custmos and they never provided it before.

I got the email from the carrier DHL and they proved the parcel never arrived my country, I forwarded this email to VITACOST and they never reply my email and never refund me if no customs documentation.

Their customer service is worst that I have encountered and they seeked pretext everytime and never solve my problem. I am very dissappointed about VITACOST and scared to shopping on it. It is the first and the last time shopping with VITACOST.

Ms Qin

This is one of the worst customer service oriented companies I've had the displeasure of dealing with. The product I ordered was not what their system sent me. I tried to arrange for a replacement, and their customer service management team would not agree to provide a pre-paid return mailing label. Please save yourself the aggravation, and deal with a more reputable company. One that does not have hundreds of complaints on Better Business sites, and complaint sites. It isn't any wonder that they filed for bankruptcy!

After receiving my first order, saving 25%, I was thrilled. It came on time and was perfect. I referred several friends via the Vitacost "refer a friend program". My friends get a $10 coupon and I will as well, upon my friends first order. All of my friends who signed up did not get the coupon as promised. The "live chat" on their website is vacant and the person who answers the 800 number says they can't help. After having some email dialogue, it became apparent to me my friends were all getting the run around. There is no coupon. It was just a clever way to get people to sign up. BEWARE OF THIS COMPANY.

DO NOT ORDER FROM VITACOST - they will rip you off and sell your credit card info to others! Very dangerous company. I tried to order product but they refused to ship it. VITACOST has over 300 Complaints with the local BBB - wow! Scary so many people are ripped off by these people. Vitacost needs be shut down by the Attorney General's Office.

I've read over 400 online complaints too. something is a miss with them!

Several months ago, I placed an order with Vitacost for supplements. These arrived expired-several months pasted the expiration date. I returned at Vitacost expense and received a new order. Those too were expired; so I asked for a full refund this time. This week I AGAIN received expired supplements that expired in 2010-Sept-one yr past the expiration date. I didn't receive my refund only more expired supplements. I order from Vitacost a lot-no clue to what they are doing now. Will go to my credit card company and file a complaint ~ no longer a customer of Vitacost.

I ordered dietary supplement on 8/4/2010 and 13/4 /2010. But this company only sent me part of the items for the 8/4' s order and did not send the whole items of the 13/4's order. I sent e-mail to this company several times after 1 and a half month. There was a guy called Krista Adams answered my mail on 9/6/2010 and told me that he would send the packages to me. He additionally sent e-mail to me on 14/6 and 22/6 telling me the replacement would take 2 to 3 working days for me to receive my packages. If I refused it, he would refund the CASH to me. I agreed with the replacement and send e-mail to him at the beginning of July. But I received nothing after 2 weeks and I sent e-mail to this company but no one answer me. I kept on seding e-mail several times until and still no one answered me. I have been waiting for my order for nearly 4 months. I was very disappointed and I questioned my CASH refund. But there was still no one respond to my mail. Please help me in resolving the problem.

Ordered a product, received half strength capsules. Item listed as 560mg, got 280mg capsules. Spoke to two reps and a supervisor. Company only offered to come and get them and then credit my card. I insisted on a price adjustment which they wouldn't do. I cannot say enough bad things about these people. They are a fraud, they arew thieves. They sent half strength products. AVOID!

I placed an order over two weeks ago. My order is over a week late and still has not arrived. I have contacted company three times. They state that they have no control over UPS delivery methods. No offer to refund my money or reship overnight...it is not there problem. I am beginning to feel scammed...I do not think I will get a refund or the products that I ordered. I will never order from them again. VITA.COM SHAME ON YOU. Buyer beware.

Vitacost tries to look like a large retailer but 30 days after my order I was learnt it was not proceed because "Amy had broken leg and went to hospital and your order was not proceed". Now, we all humans and I feel bad about Amy, but lets be realistic here!

I told them cancel my order and I wont use them anymore. They said: "fine!". It was astonishing how easy they drop a customer.

Oh -- btw: I havent forgot to tweet to my 13, 000 followers (on multiple occasions) NOT to use vitacost EVER.

Case closed!

I purchased some vitamins in August and the company cannot tell me or show me that I signed up for some sort of automatic shipment service for one of the items, but none the less they started sending me the supplement. The first batch I assumed was a delayed item, and then I got another one in November. I never authorized such charges. While the products were ok the first round they were a one time purchase and never did I intend to purchase them on a regular basis. I have spent time on and off all day just to get them to take the stupid stuff I ordered back without having to pay for the shipping myself. Still waiting for the supervisor to call me back and its been 2 times now.

If you are going to buy from them I would use a prepaid credit card or something to avoid this annoyance that keeps giving. People on the phone are useless and I have to send them legal notice and go through a hassle just to get my 17.95 back (keep in mind I now spent 30 because the first one escaped my radar)

We spend the whole labor day weekend purchased over $600 from Vitacost. They cancelled over 70 of my items without any reasons. (They said they had a computer computer technical error, but why didn't they shut down their website for those three days?). They are still selling these items but at a different price on their website. What a rip-off! What a waste of time. My husband would have worked during those hours he spend on browsing Vitacost. He charges $135 per hour if he work on his own job. A class action should be filed. I am definitely interested.

I ordered dietary supplement on 8/4/2010 and 13/4 /2010. But the company only sent me part of the items for the 8/4' s order and did not send the whole items of the 13/4's order.
I sent e-mail to the company several times after 1 and a half month. There was a man called Krista Adams answered my mail on 9/6/2010 and told me that he would send the packages to me. He also sent e-mail to me on 14/6 and 22/6 telling me the replacement would take 2 to 3 working days for me to receive my packages. If I refused it, he would refund the money to me. I agreed with the replacement and send e-mail to him at the beginning of July.
But I received nothing after 2 weeks and I sent e-mail to the company but no one answer me. I kept on seding e-mail several times until and still no one answered me.
I have been waiting for my order for nearly 4 months. I was very disappointed and I asked my money refund. But there was still no one respond to my mail. Please help me in resolving the problme. Thank you very much!
Best regrad,
Wah Foon

I have ordered from this company for about 2 years in the tune of over $2000.

This past several months items have arrived damaged from inadequate packing or even worse- shipped back to their warehouse by UPS because of damage without informing me.

The last 3 orders where nightmarish.

I waited several weeks before finding on my own that my package was destroyed in transit and sent back. No one notified me or asked me if I wanted a refund or my items reshipped! I ended up having to drive to the health food store to buy my items until my shipment came through and when it did come through, one bottle of cherry juice was broken because it did not have bubble wrap.

When I called their 800 number I waited on hold 15 minutes. The woman that answered simply said "What do you need" in a very rude tone. She then hung up on me. I called again and asked for a supervisor and she said he would ship out another bottle. (it has still not arrived)

In the meantime I made another order. Considering the holiday returns where still in full swing I gave them the benefit of the doubt.

I checked order tracking yesterday to find that my package was delivered but we recieved nothing!

I called phone support and the woman checked my order and said that it showed deliverd but what it really meant was that it was delivered to usps- She said that UPS delivered my package to USPS.

I asked her for a USPS tracking number and she could not provide me with one.

I asked to speak to a superviser and she said they where not allowed to take callls and she hung up on me!

Is this how you treat loyal customers?

Up untle about 6 months ago I told everyone I know about how amazing this company was.

My husband and I tried to get my parent to shop here but they did their homework and said no way! They told us if we liked them we could order their stuff for them but they would not take the risk. Now I see why.

After they gain your trust in 2-3 years they probably turn on you.

This company is bad and I do not reccomend them to my worst enemy.

Right now they still owe me close to or a little over $50.00 in product and I have no idea where it is or when it will be here or if I ever see it and I do not want to suffer the heartburn of calling their customer service so I can be abused by their rude employees.

I received a gift certificate as a gift for vitacost.com. It was printed on the gift certificate to shop at vitacost.com or to call to order. I proceeded to place an online order with the intent of using the certificate. As I went throught the checkout, there was no box to put the gift certificate number into. When I saw that my order was placed, I immediately emailed customer service to inform them I had wanted to use my certificate and there was no where to enter it and I gave the gift certificate # in the email. A day later, I receive an email that my certificate cannot be used and to call customer serivce. I called customer service and they told me I would have to use the certificate on a new order. I find this absurd. They refuse to credit my order the $50 saying it isn't possible. Instead, they expect me to return the entire order and place a new order over the phone. Why do we have to go through the hassle? If they cannot technically apply the certificate to the order then credit my account the $50 and cancel the certificate.

When I called customer service I felt like I was talking to a robot. The girl kept saying there was nothing they could do. I requested a supervisor who could not talk to me at the time but later left me a voice mail saying there is nothing they can do but I can feel free to use the certificate on my next order.

I have encountered other online companies where there would be a similar problem and they were always immediately resolved. I don't understand why vitacost customer service is so poor and why they are so unwilling to help me. It is not like I received the certificate after I placed the order and was trying to use it. I specifically shopped because I had the certificate. I was a regular customer of vitacost and promoter of their good prices but if they fail to handle this matter in a fair way I will tell everyone to avoid them and I will shop elsewhere. I have sent them another email and have not received a response.

i ordered a couple bottles of vitamins from this suposed supplier, was charged the whole amount including the $9 rush shipping and it's been three weeks and still haven't recieved my order. DO NOT ORDER ANYTHING FROM THIS SUPPLIER!