Vitacost.com
reviews and complaints

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

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.

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.

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.

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.

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.

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.

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.

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.

An Auth hold for $250 done simultaneously as several charges for shipments equaling $250 were done. So my account was debited $500 for a whole week including Cyber Monday. I couldn't even buy groceries that week. I have never had that done by any business. Who can afford an extra $250 debited?
Couldn't buy groceries. Couldn't buy gas.
Once a charge goes through my checking account, I cannot access the funds. They are unavailable to me. So it's unnecessary to do an Auth hold. No business has ever done this to me. A hotel might charge one night out of 7 for a stay and drop the charge when you cancel or charge you the other 6 days when you arrive but that is entirely different. It's not the whole amount.
I wasn't paying for a hotel.
The VitaCost charges were worse than a hotel charge.
I always leave some money in my checking account for emergencies. The extra $250 that they debited was my emergency fund. I don't consider them doing an Auth hold an emergency.

I ordered about two weeks ago After long time get email delivery undoable because of address problems(lived here over thirty years} Contact vitacost They say it will never happen again I write ? What will never happen again Now I get package damaged. Reorder? Which is it damaged or undeliverable? Don't want to go through this again. After much frustration with csr and all she can do is refund or reorder. Today I get e-mail that it was delivered I searched property no package On line again with csr She was clueless Had no information and was more confused than I was All she could offer was refund as it had been reordered once or I could call cs Duh what was she wastin my time for if she couldn't find my package CSR tells me it was an email to them to let them know the package had been returned to them Had nothing to do with me even thought it had time delivered and said hi connie your package has been delivered containing reorder # What did I need online customer service for? Lots of I"m sorries but nothing for all my lost time and aggivation and now it will be another week until I maybe get a delivery and after this not sure I believe what this lady told me. Totally disappointing and cold interaction I'll drive the thirty miles and pay more next time. I would have canceledl if I didn't need the product and can't travel right now Did business with vitacost for decades This co did a nosedive. Never again Not worth the aggivation and could care less attitued

I ordered Doctor's Best Digestive Enzymes but received Nattokinase. Also, order contained a broken can of soup. I was able to clean everything else up pretty good. Please send digestive enzymes and another can of soup. Pictures attached below.

Thanks,
Dan

I just wanted to check on an order. I was on the phone on hold for over an hour. Spoke to 2 agents who could only speak broken English. The first agent had no idea if my order would be sent. She couldn't guarantee the order sent would be the complete order. In other words, she didn't know anything. I called back in order to get an agent who was more knowledgeable and could speak better English. She was worse. I had to give her the order number over 4 times and she still couldn't get that right. I hung up and called back. Another 10-15 minute hold. I asked to speak with a supervisor and was disconnected.

I have never experienced such poor customer service with your company. A disappointment. Next time I place an order I will check with other companies for the items I want to purchase.

Oh where do I start?!? I have been a customer of Vitacost for the past 5+ years, trying to order from other retailers outside of Amazon. On 5-11-21 I place my usual order for items I needed, roughly $78 worth of goods. On 5-12-21 my items were shipped. On 5-15-21 the package was sent back to Vitacost due too damage caused by FedEx. On 5-19-21 at 0957 I get my first email from Trina at vitacost acknowledging the damaged package and that all items I had ordered were out of stock and I would get a refund. Then at 1028 on 5-19-21 I get another email stating all the items that I ordered have been re-ordered and would be shipping in 1-3 days. Then at 1117 on 5-19-21 I recieve a 3rd email informing me that one of the items were out of stock and would be removed from my order and that I wouldn't be charged for it. On 5-21-21 my second shipment. On 5-26-21 the day my package was to arrive, I checked the Fedex tracking to notice yet again that my package had sustained damage and had to be returned to Vitacost, at which point I contacted Vitacost customer support to let them know the 2nd package was also damaged, in hopes they would send a replacement out much sooner than waiting for the damaged package to return before sending out. It took Vitacost customer service until JUNE FIRST to respond to me with a canned response from Jamie that I would be getting a refund in 2 business days, nothing else. What does this mean? That Vitacost blames me for the poor packaging and or the shipping practices? They no longer value me as a customer? I have not a clue.. So I ordered from Amazon and got my order in 2 days.

I placed an order with Vitacost on May 11th, 2021. (#316518812) I have been a long-time customer and have probably spent tens of thousands of dollars over the years. I have not complained about crushed crackers and chips due to poor packaging or other mildly unacceptable service issues. But today, I am livid. Like many, right now I am a busy business owner and trying to make lemons out of lemonade due to the effects of the COVID crisis. So, I am more mindful of my resources and where I spend my money. I have trusted Vitacost, until today. My May 11th order didn't arrive as promised even though they had already extended the usual delivery times which they projected to be 1-3 days. The projected delivery is the end of the week... maybe. At any rate, it is long after a reasonable delivery window.

When I called today (5/24) I heard a recording the disturbed me and increased my frustration to anger. According to Vitacost, their Anniversary special which ran @ 5/11 created unexpected back-ups and delays which has caused back-ups. They also said they would not be addressing any calls regarding the matter on the recording. I pushed #2 anyway. I escalated to a manager named Crystal (and wasted an hour of my business day including hold times).

I explained to her that this was unacceptable on many levels, a pint which she failed to comprehend. My major issues were that Vitacost put their profits over customer service and transparency. If the Anniversary sale overwhelmed them, why did they then run additional sales (increased order stimulation) on almost every day since the sale? (according to emails they sent me). Why run more sales when you aren't able to deliver what you have?

Additionally, for all of the sale emails sent, not one email was sent to me acknowledging the delay and giving me an option of making a decision as to whether I wanted to wait for 3 weeks or more for vitamins or grocery items? They breached their agreement with me without a word. I was offered 10% for my trouble which includes purchasing products that I have already ordered from them. This hardly seems fair or appropriate. Their profits are obviously more important than my business.

I finally requested that the order be cancelled and was told that it was not possible. So I'm left to eat double the costs while Vitacost stuffs their coffers. The whole experience is the epitome of Brand Shame. To add insult to injury, the so-called manager didn't even begin to understand why "sorry" didn't satisfy what I feel is a loss of corporate integrity that results in a loss of customer trust. After being told that she was the highest level of "manager" with whom I could speak, I was referred to Kroger. I suppose it never occurred to her that wasting even more of my time on this issue was pouring salt in the wound.

Shipped item to me supposedly April 5. Claims it is in transit. I tracked and it still shows that no activity has happened for almost 3 weeks. DO NOT ORDER FROM THESE PEOPLE ! I suspect I have been scammed.

Billed for A product to someone who lived at my address four months ago
There is no record of my orderbecause. Quantity over quality matters too lazy to update the database

Her billing info is not in my account so because I signed in as a guest it was easier to Bill my credit card and send a product that she obviously has not ordered in four months

And ignore my actual orde because there is no
Record of it
Pitiful

I have been planning to check out vitacost.com. However, they require I take off all my computer privacy, and remove my VPN before I can have access to their website.

They evidently never considered that the same target market who buy supplements also use VPN for their privacy. We do not owe Vitacom and of our personal information without know ing it. We are here to spend money and purchase their products. That is the only contract we are willing to go into. We have a right to privacy online. Their ecommerce technocrats need to wake up. Goodbye Vitacom. Cannot handle success. Respecting the privacy of their customers is a big hurdle to success. Wake up!

I placed an order #[protected] for Krill Oil 1200mg-60 caosules and also Hyaluronice Acud ---120 Veggie Capsules.

WHEN i GOT THE ORDER I HAD RECEIVED KRILLL OIL 600MG -60 CAPSULES WHICH IS NOT WHAT i ORDERED. i ORDERED AND IS ON THE RECEIPT-KRILL OIL 1200MG 60 CAPSULES...THIS NEEDS TO BE CORRECTED AND SEND ME THE 1200MG CAPSULES 60 CAPSULES

JUDITH ODEA
36 ACADEMY STREET
OCEANSIDE, NEW YORK 11572

I phoned to complain about their papers paper papers! My last 2019 order shipped split into 3 boxes and papers galore: 2 invoices were sent per box! I received six (6) packing slips!

I emailed, chatted and phoned to tell them to stop. Not only they refused, they are now spamming my email in retaliation. I'm receiving emails from them every 3-4 hours, even 3 days after unsbu! Even after phoning twice to complain about it. They won't let you talk to a supervisor and they claim it's their marketing dept"and they refuse to transfer there.

I placed a huge $200+ order and instead of shipping my order... They continued to spam me! Mind you this is 3 days (three!) after I unsub'd and phoned complaints!

Well, i'm in california and as of 2020 this is against the law!

They don't seem to care much and over the phone, I was told that"I never received more than 1 email from them". Wtf? You work there and this is your reply to me? So I just returned all their spam right back. In less than 24 hrs, i'd already received 8 emails.

I unsub'd and i've already received 12 or more. This is not just abuse, it's against the law!