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2.0 75 Reviews

Vitacost.com Complaints Summary

19 Resolved
56 Unresolved
Our verdict: When using services from Vitacost.com with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Vitacost.com reviews & complaints 75

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Newest Vitacost.com reviews & complaints

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3:46 pm EST
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Vitacost.com I ordered cascara sagrada but it wasn't in the box with the rest of my order

Order # [protected]

I ordered a bottle of Cascara Sagrada but it didn't come with my order. There was no explanation in the box, no list of items

The box came today, November 23

I always have had good results when contacting customer service, until now. I could call and the matter would be taken care of immediately. Now I am told that my complaint is too short! Do you want to lose me as a customer or do you want to help me concerning this matter?

Claimed loss: I'm missing one bottle of Cascara Sagrada that I ordered. It did not come with the other things I ordered.

Desired outcome: Please send me the bottle of Cascara Sagrada

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3:04 pm EDT
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Vitacost.com Internet order

On 10/17/2023 I entered order# [protected] at Vitacost.com and used PayPal as the payment method. The website and PayPal both said the amount was $302.57 -- I have screenshots. On 10/19/2023 I received an email from PayPal that said:

"You approved an order to Vitacost.com on October 17, 2023 for $302.57 USD. Vitacost.com has updated the total amount of your transaction. Your new total is $303.08 USD. See below for details."

I did not receive any communication from Vitacost about this, so I don't know why they raised the agreed price by $0.51. This seems unethical, if not illegal. This has happened to me at least twice on previous orders, but the change was only a few cents so I didn't do anything.

Claimed loss: $0.51

Desired outcome: Please refund the $0.51, and more importantly, please fix your system/procedures to never change the price after an order has been confirmed!

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Update by RussE
Oct 30, 2023 3:10 pm EDT

I tried to contact Vitacost.com customer service about this issue via e-mail and chat, but neither page would accept a message.

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7:18 pm EDT

Vitacost.com My order viteyes complete

I placed an order on 5th. October 2023 for viteyes complete and brewere yeast and my a/c was debited for 2 amounts. On my mini statement the details are 5/10 eftpos deb. $167-44... And also on the 5-10-23 prch-flexi $151-30...

I received my order of viteyes and brewers yeast on 9th. October and I have nothing at all for the other order, I only ordered once and I have 2 debits go through my a/c.

Desired outcome: Please investigate the 2nd. order and advise me.

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Is Vitacost.com legit?

Our verdict: Complaints Board's thorough examination reveals Vitacost.com as a legitimate entity with notable strengths. Despite a 25% resolution rate on customer complaints, which invites a closer look, Vitacost.com stands out for its commitment to quality and security. Clients considering Vitacost.com should delve into its customer service record to gauge compatibility with their expectations.

Vitacost.com earns 94% level of Trustworthiness

Perfect Trust Endorsement: Vitacost.com achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Vitacost.com. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Vitacost.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Vitacost.com you are considering visiting, which is associated with Vitacost.com, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Several mixed reviews for Vitacost.com have been found on various review sites. While some customers have had positive experiences with the company, others have reported issues with their products or customer service. It's important to read and consider a variety of reviews before making a decision to purchase from this website.

Vitacost.com website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Vitacost.com's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 25% of 0 complaints were resolved.
  • There was some difficulty in evaluating or examining the information or data present on the vitacost.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
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11:29 am EDT

Vitacost.com Bottle broken prior to delivery, pills and broken glass in bottom of box.

Have sent photos, emailed, phoned. Re-sent emails. Was told refund/replacement was being processed... but then it was cancelled, then I was told again it was being processed. But still no confirmation or evidence anything is in the works. Very disappointed. I was a long-time customer and have recommended Vitacost to friends. No longer. I suspect I'm not the only disgruntled shopper.

Desired outcome: Please refund. Apology would be nice, too. Upgrade customer service - it used to be excellent, but not any more.

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2:21 pm EDT
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Vitacost.com Magnesium citrate 400mg

First of all I have purchased many products and placed orders of several Hundred dollars twice a year for several years. I used to buy from Vitamin Shoppe and/Lucky Vitamins. Vitacost has always made up for their order or shipping mistakes in the past and for that I applaud them.

On my last order, I ordered a product, only to find out that the product tablet size has increased and subsequently, so has the bottle. I though this was odd. As, I have ordered possibly 40 bottles in the past. Especially after hearing the customer service rep trying to explain what the tech support had apparently said was the reason.

The following is my inquiry into my issue:

Order #[protected]

Mag. Citrate 400mg Item # VCT 7019304

The product is NOT the same and I must question why? Your technical support blames the increase in size of the tablets on the new manufacturers inert ingredients...

I say BS. Your label is EXACTLY the same. Even the supplement Facts and Other ingredients label, is exactly the same! Further more, this "new" product acts like Magnesium Oxide in my system!

I understand trying to save money and cut costs, but cutting costs at the expense of the customers health is a very bad, bad business move. If this "New formulation" actually required MORE ingredients to create the SAME product, I would NOT buy it in the 1st place. Why would I want MORE inactive (or other) ingredients in the mix, so my Liver and Kidneys could work Harder to filter these extra unnecessary ingredients out? These extra (off label) "ingredients" DO NOT add to the quality or the assimilation of the product. If they did, they'd be labeled and the old product would have indeed had these as well.

Unless of course, the old product was inferior to this "New" product? If so, why would you have sold the inferior product in the 1st place? Hmm, I did not receive a product RECALL on the original product... ?

This "new" product acts like Mag. Oxide on the bowels. I am genuinely interested in exactly what is even in this "New" product. I may pursue some Lab testing to find out.

VERY dissatisfied with Vitacost allowing fillers and God knows what, to be added NEEDLESSLY to a product.

Too many supplements and raw materials come from China and foolish people continue to use these products, as though the FDA or some other Gov watch dog is monitoring the vitamin industry.

YOU Vitacost, are the consumers watch dog. Sadly, your "trusted" name is all we the consumer can count on...

A simple refund is Not enough. I want some answers and correspondence with someone in upper management with knowledge on this subject matter.

_____________________________________________________________

I will gladly post a positive outcome and satisfactory resolution, if and when a qualified Vitacost management team member or qualified supervisor follows up with me in a reasonable time frame and in a professional manner, with the facts regarding the ingredients of this unwarranted and possibly health hazardous change to the product

Desired outcome: see orig complaint. this box has 240 character limit

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10:00 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vitacost.com Product misrepresented, fraudulent, deceptive advertising.

5/8/23 - Purchased (6) 32oz bottles of Dynamic Health Mangosteen Juice containing 30g of Mangosteen Juice per serving. Received order with different Dynamic Health label on bottle containing only 16g of Mangosteen Juice per serving. Called Vitacost on 5/10/23 and Customer Service Rep. apologized and said they will credit my account with $163.15. Being that they would credit my account I reordered with Vitacost & replaced them with (6) 32 oz bottles of Gopal Mangosteen Juice containing 30g of Mangosteen Juice per serving. Received that order and everything was as advertised and fine unlike Dynamic Health. Called Vitacost on 5/19/23 - credit denied. I explained that the Dynamic Health Mangosteen has changed their formula and label ingedients now only contain 16g per serving, not 30g. even though Vitacost continues to advertise Dynamic Health Mangosteen Juice with 30g. Very deceptive, fraudulent advertising. Spoke with (2) Customer Service Reps. who both assured me they would have their Supervisor contact me. Never happened.

Desired outcome: I would like Vitacost to issue me a $163.15 credit like they originally said they would. Order# [protected]. I have been a regular, satisfied customer for years.

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Resolved

Vitacost did respond with a fair and equitable price adjustment. Thank you.

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Lee G.
Hendersonville, US
Jul 26, 2023 1:34 pm EDT
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A "fair and reasonable price adjustment" does NOT resolve every issue. Nor, does it restore customer confidence to those who were ignored by management and supervisors not doing their jobs and properly handling Customer Service.

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5:01 pm EDT

Vitacost.com Terrible customer service!

Customer service emailed me a few days ago assuring me I was refunded for #order319145125 since my order was lost after delivery, then a week later I noticed the refund was never processed. I contacted them again and they said they canceled the refund. They didn't send me any emails to let me know of the change and they have done nothing to fix this issue even though on their website they have a guarantee policy. I asked for the owner to email me back and they never did nor did they fix this. I would like the owner to email me back and to be refunded for the order I never received.

Desired outcome: Refund. I would like a manager and the owner here to email me back with a solution.

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4:49 pm EST

Vitacost.com Packing

Vitacost has a TOTAL disconnect between customers and upper management.
I've repeatedly gotten orders with damage/spillage caused by their ineffective wasteful packing.
The supervisors contactable by customers can't/wont contact upper management.
They're only allowed to send suggestions to packing departments.
Have repeatedly called about it with zero results.
I order case quantities of items I use
This could all be eliminated by their simply packing the cartons the product is shipped to them in.

Desired outcome: Contact with someone in upper management who can change packing methods.

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2:06 pm EST
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Vitacost.com To get full refund

I received damaged items via mail. I reported first in October then in November and December of last year to ask for the refund. I emailed pictures of damaged items to prove the items were damaged. They have refused to credit me. The company is very dishonest. The order number is [protected] placed on September 5, 2022 for the amount of 460.19. My name is Anoosh Saidi and my email is shopping @anotela.com.

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4:14 pm EST

Vitacost.com Shipping boxes of Broth that exploded in my cabinet

They sent broth boxes that looked like they ok at first. I left them in the plastic bags just in case they leaked. A few weeks later I went to use the broth and the boxes looked like they exploded and leaked all over my pantry. They credited me the 2 boxes but I asked them to replace the drawers in my pantry that had warped. I took pictures and also gave them a picture of the replacement costs of the drawers (under 125 each). They kept telling me they were evaluating it. Then they ignored me for over a year. I will buy somewhere else. I was a long time customer.

Desired outcome: I wanted them to replace the warped drawers from my cabinet where the boxes leaked and spilled. I

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12:46 am EST
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Vitacost.com unauthorised charges x 3

3 charges with associated foreign transfer fees against my debit card by this company in the last few days 2 on the 6/12/2022 and 1 on 8/12/2022.

I have never done any business with this company and it will certainly stay that way.

Know that such a scam is coming from this company. I hope that you can do something about it. The accounts department needs to stop entirely fraudulent scam charges.

yours

P Stowell - CBA Customer in Aus

Desired outcome: Recognition apology and effective action against this theft

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1:46 pm EST
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Vitacost.com Not issuing a refund

I had an email sent to me by Vitacost to “come back we miss you” and receive 20% off. I had not yet used this coupon and had stopped shopping with them because I was constantly missing things upon arrival from my previous orders with a packing slip stating that they were in the box. I decided to give them another try and went to use the coupon and it said it had already been used but since it wasn't by me I logged onto chat help. I was told to place the order as is and I would be credited back the 20% within 48 hours. But, I haven’t heard back and I have sent multiple emails and it has been 3 weeks. See excerpt from chat session below.

11/15/2022 02:25:36PM Agent (Dainea): "You can place the order without the code, once you have done that provide us with the new order number so we can submit a credit request the amount deducted for 20% of your order will be returned as a refund. Once you have placed the order you can chat or"

call in with your new order number. Your account will be noted so the code can be honored.

11/15/2022 02:26:09PM Jeanette: "is this the only way to do this? I think another code would be easier"

11/15/2022 02:26:27PM Jeanette: "and why does it say I have already used it"

11/15/2022 02:27:01PM Agent (Dainea): "I do apologize as I do not have another 20% code."

11/15/2022 02:27:11PM Agent (Dainea): "The most I can provide is 10% off."

11/15/2022 02:27:30PM Jeanette: "ok can you stay in chat with me and i'll place order now. That way I don't have to connect back"

11/15/2022 02:28:09PM Agent (Dainea): "Do you already have the items in your cart?"

11/15/2022 02:28:19PM Jeanette: "yes"

11/15/2022 02:28:27PM Jeanette: "i'll place it now it's ready to go"

11/15/2022 02:28:30PM Agent (Dainea): "Okay, go ahead."

11/15/2022 02:29:32PM Agent (Dainea): "Sure."

11/15/2022 02:30:15PM Jeanette: "ok it's [protected]"

11/15/2022 02:30:52PM Jeanette: "are you still there"

11/15/2022 02:31:26PM Jeanette: "hello?"

11/15/2022 02:31:27PM Agent (Dainea): "Thank you."

11/15/2022 02:32:36PM Agent (Dainea): "I have submitted a request so your code can be applied to your order. The amount deducted for 20% of your order will be returned as a refund."

11/15/2022 02:32:52PM Agent (Dainea): "Yes, I am here."

11/15/2022 02:32:57PM Jeanette: "ok when can I expect it to go through"

11/15/2022 02:33:17PM Agent (Dainea): "You will receive an email within 48 hours."

11/15/2022 02:33:48PM Jeanette: "ok, still don't understand why or how my code was used when I didn't use it"

11/15/2022 02:33:56PM Jeanette: "thank oyu"

11/15/2022 02:34:02PM Session Ended

Desired outcome: I want my money refunded. The 20% off my order refunded immediately.

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2:01 pm EST

Vitacost.com Strontium, confirmation #29269961have not received the product.

I ordered two bottles oif vitacost strontium by phone 10/26/22m confirmation #[protected] for $ 39.98. I have not received my order and my credit card was billed 10/28/22. I have not heard anything from Vitacost about my order. For some unknown reason I have been blocked from ordering on line. I have been ordering from vitacost online for many years and now suddenly Vitacost says Iam not allowed to order online anymore. So I called and odered by phone.

Desired outcome: I would like to receive the strontium. I have been taking Vitacost strontium for years and I have run out. Ina Vick, [protected]@att.net

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Update by Ina Vick
Dec 01, 2022 2:03 pm EST

I like vitacost, I just want to receive my order.

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3:32 pm EDT
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Vitacost.com Expiration dates, all products!

For the last two years I have received products from vitacost with a expiration that has expired. I requested for the item to be replaced which they did replace. When I received the replacement I did not bother to check the date because I thought it was a updated expiration date. About four month's I checked the date and found out they shipped the same date that had expired. I called them and they said they were sorry and would give me a refund. I asked them did they have another date than what they sent me, they said no so I ordered from another company.

I called today to be sure before I placed my order to see if it had a good expiration dates on it that would carry me through the year. The lady I talked to said she could not do that because they do not keep up with expiration dates. I asked, do you mean you not keep up with the expiration dates there and she said no. I told her I would not be ordering from Vitacost no more and hung up.

I sent 100's of dollars at vitacost each year because I order a year supply at one time of my supplements.

Desired outcome: Until Vitacost and guarantee me a date that will last for at least a year, I will no longer do business with them, period!

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12:45 pm EDT

Vitacost.com They are now farming out customer service to out of the country call centers

I have been ordering from Vitacost.com for many years. I just tried to place an order for items that I always order. There are 35 items in my cart. When I try to proceed to purchase there is a message in red that says the items in my cart are not able to ship to Washington. I called the customer service number on their website like I have in the past. I got a damn out of the country call center. I was connected with a foreign woman that spoke poor english and was obviously reading from a script. I asked several times to be connected or have a real Vitacost employe in the US or to have one contact me. She first told me that wasn't possible. After several requests she told me that someone from Vitacost would call me by the end of the day. I am so disgusted that one of my favorite companies has made the decision to use these awful out of the country call centers.

Desired outcome: I hope that Vitacost figures out that out of the country call centers are not a money saver for them. It just makes their customers angry. It will loose them their long time customers.

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12:14 pm EDT
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Vitacost.com Just a record of this taking place, as I apparently cannot cancel the order and now will end up with a very large duplicate order.

On 10/10/22 I placed an order with vitacost.com, however an "oops" message appeared and indicated my cart was empty. I went back and made the order again, then when I checked my e-mails ([protected]@yahoo.com) it indicated that I'd made two separate orders (order # [protected] arrived in my e-mail at 8:10 am and order # [protected] arrived at 8:18 am. I immediately went back to the customer service chat at 8:29 to request that the second order be cancelled. The representative indicated that it could only be cancelled within 15 minutes of placing it. As I'd just placed it, I was within the 15 minutes at that time, but by the time she "checked", she indicated that it was past the time and order [protected] could not be cancelled. If this is a common practice with Vitacost's online site, this should be indicated before anyone places an order. I don't know if others have experienced this situation, but I feel this is an exceptionally bad business practice. I have a record of the chat conversation with their representative Brunolina and the times of the exchanges.

Desired outcome: There doesn't seem, to be anything else that can be done.

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1:15 pm EDT
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Vitacost.com Terra Taro Chips

4/25/22 Order #[protected]

Purchased to serve with ceviche, majority of the chips were so broken and in small pieces that I couldn't use them at all. All four bags were the same.

Desired outcome: refund

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6:47 pm EDT
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Vitacost.com Canola mayonnaise bottle broken, item # [protected]

The Canola mayonnaise bottle was so broken that you could hear broken glass sound and mayo squeezed into wrapping material around bottle. No other product in order was damaged from the leakage. I do not have a camera that can take pictures but I am an 88 year old lady who is spiritual and honest. Order Container ID # [protected], Pick Ticket #[protected], Order Date 5/3/22 Order # [protected], shipped from North Carolina, packed by Iverene B.

Desired outcome: Please replace another bottle of Canola Mayonnaise

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1:33 pm EST
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Vitacost.com ancient secrets bath salts from the dead sea Patchouli

I took a bath in this product. I submerge my head as well. after the bath I found I had a build up of residue that would not wash out so I had to cut some of my hair off, and my bath tub has this residue all over it that is very difficult to remove. I have to use a spot remover and its taking a lot of work to get this residue removed.
I called customer service and ask to get a credit on four cans of this. She offered one credit only because 60 days had passed. My boyfriend only orders ever 60 days. I said I want to file an official complaint and the representative hung up on m. We are very upset with this product and customer service.

Desired outcome: We want a credit on all four cans of this product.

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5:41 pm EST
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Vitacost.com Email spamming

I cannot stop their marketing emails! Using the unsubscribe link several times did not work, so I called twice and was assured both times that I had been taken off the email marketing/sales list. But they keep coming--more than once a day. When I filled out their online "Contact Us" email with general feedback about the emails, it would not go through. Message said to try later. This is most unacceptable and unprofessional. I will not buy from them again because of this email issue. They know about it and have not taken necessary steps to fix it.

Desired outcome: Emails stop

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How can I contact Vitacost for all my health and wellness needs?

Dial +1 800 381 0759 or +1 800 793 2601 to reach their dedicated customer service team and experience exceptional support.

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