Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am filing a formal complaint against HerbsPro (a BBB-accredited business) for failing to ship my order or issue a refund despite multiple attempts to resolve the issue with their customer service.Order Details:Order Number: HP474461 Order Date: May 21, 2024 Amount Paid: [Enter amount if available]Payment Method: [Credit Card/PayPal/etc.]The Issue:After placing my order, I received no shipping confirmation. Upon contacting HerbsPros customer support via their official email, they claimed that the address was insufficient. I immediately updated my address on their website and provided them with the correct details via email. However, I have received no response, no shipment, and no refund.Steps Taken to Resolve:Contacted customer support via email (attached proof if available).Updated my address on their website and confirmed it with them.Waited for a resolution, but no action was taken.Requested Resolution:Either ship my order to the updated address immediately, or Provide a full refund without any ************* a BBB-accredited business, I expect HerbsPro to uphold fair business practices. I kindly request BBBs assistance in resolving this ********* Contact Information:******************************* ************* *** ******** Al Ajaweed Dist.**************************************************************

  Customer Answer

  Date: 06/20/2025

  Dear Aspen B

  I hope this message finds you well.

  I am writing to express my understanding regarding the reasons for the delay in the delivery of my order number HP474461. I previously filed a complaint with ID complaint 23458887 about this delay, but I would like to formally withdraw my complaint.

  This decision is based on my appreciation for the prompt response to my concerns by the BBB and the attentive support I received from the team at Herbspro. I believe it is important to acknowledge the efforts made to resolve the issue.

  I am taking this step to support the ongoing improvement of customer experiences between clients and institutions.

  Thank you for your attention to this matter, and I look forward to continuing my positive relationship with Herbspro.

  Best regards

  Ali Alzhrani 

  
  

• Initial Complaint

  Date:05/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 6, 2025, I placed order number HP462735, and I have not received it yet. According to the tracking status, the package has not arrived in ******.

  

  Business Response

  Date: 06/05/2025

  Hello Team,

  We completely understand your concern about not receiving the order. However, we did not receive any prior communication from you regarding the non-receipt, which would have allowed us to promptly address the issue.

  Additionally, please note that customer had the option to claim a refund through *******. Nonetheless, as a courtesy, we have proactively filed a claim on your behalf. Order Protection will reach out to you directly via email to confirm the non-receipt of the order before processing the refund.

  Please keep an eye on your inbox for their message and respond accordingly to expedite the process.

  Let us know if you have any further questions or need assistance.

   

  Thanks,

  Customer Service

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered ***** llotion Non Steroid and unscented. They sent me non steroid scented lotion. All I want is a return label or my money back. Contacting them is almost impossible. The customer service number does not work till the third call. Then the *** speaks very broken English and is hard to understand. Ive called twice and still no return label to my emails. Im frustrated!!!

  

  Business Response

  Date: 05/30/2025

  Dear Customer,

  We received your first email on May 13, 2025, and promptly sent you a return label on May 14, 2025. For your reference, Ive attached the email communication regarding this.
  Additionally, a refund was issued on May 18, 2025, and Ive attached the refund receipt for your records.

   

  Apologies for the inconvenience caused.

   

  Thanks,

  Customer Service

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello My order number is HP472802 I was able to place a payment with a prepaid card after my usual credit card was refused 3 times for 3 previous payment trials.Even if the site said the payment was not confirmed, I called my credit card issuer to ask about the error and also checked on the card app and I realized it registered all those 3 payments and they have been pre-authorized.Which means I am going to pay all of those as soon as the card confirm those.I hope I can get a refund for these because on the site said error but the money were taken three times.I wrote two emails to the customer service (one after the error to ask what was wrong and one after realizing the payment has been taken 3 times before the actual correct transaction)This happened only a few hours ago (May 10th ) but Im not getting any answer nor mail correctly sent to the customer service automatic kind of message and I am scared I wont get any response and refund. I was checking about this business customer service and I found this site so I decided to try to ask for help here as well.The payment was *****USD X3 times (The actual order confirmed payment /correct transaction was the fourth time with another card)Im attaching a screenshot of my credit card pre authorized payment history to this company (My currency is so the photo is showing the amount in Euro not USD)

  Customer Answer

  Date: 05/27/2025

  Hello 

  About this case I was able to solve it.

  
  

  My bank confirmed that the preauthorized payments, in the eventuality of a transaction error are going to show on my card for 10 days, but if the seller is not going to take them, they will be automatically canceled.

  That is what happened this time. The transaction errors, three pre authorized payments got canceled and the shop didnt take them but only the one payment for my order.

  I already contacted the shop too, to say it was ok.

  Thank you for your help.

  
  

  Have a nice day 

  Barbara 

• Initial Complaint

  Date:05/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order with the seller on 3/31/25. My credit card got charged on 4/5/25. I got a email saying the order was on it's way 4/3/25. I contacted the seller 4/7/25 when I hadn't received my order after the 3-4 days they suggested. I also tracked the order through *** and their reply was: Your shipment #1ZHF2322YW05946319, *** doesnt have possession of the package yet. Estimated delivery date will be available as soon as we get the package.I sent the information to the seller The reply email from the seller 4/8/25 said the order was in transit.I contacted the seller through email and said:Today is 4/21 and I still don't have my order after I was told on 4/16, I would receive my order in 4-5 days. I am calling my credit card company and disputing the charge of $141. 64.This was their reply: Unfortunately, it has been lost in transit. We understand how important this order is to you, and we sincerely apologize for any inconvenience this may have ********* resolve this matter promptly, we have forwarded your concern to our operations team. They will be processing a replacement for your order shortly. Once it has been shipped, you will receive a confirmation email with the new tracking details.I got another email the exact same day from the seller: Your item was delivered at the front door or porch at 2:46 pm on April 21, 2025. How did it get to my front door in less than 24 hours, when it took over 2 weeks of emails to find the lost order ? I sent this email to the seller on 4/22/25: I never received delivery of my order, from your company. I will ask my neighbors, but not likely they received my order, I had (2) other packages delivered on 4/21 from another seller. I stand with my dispute, as I have waited long enough. When my credit card company contacted the seller, they sent the same delivery information they sent me, which was false. My credit card dismissed/closed my dispute. I paid $141.64 for an order I never received. .

  

  Business Response

  Date: 05/28/2025

  Dear Customer,

  We received your complaint on April 10, 2025, regarding the non-receipt of your order shipped via *** tracking #1ZHF2322YW05946319. Upon review, we found that the package was lost in transit and, as a result, we promptly marked the order for reshipment.

  As per your request, the replacement order was shipped on April 16th via **** tracking #**********************. According to ****, the package was delivered at the front door or porch at 2:46 PM on April 21, 2025, in *************, ** 93420.

  **********************************************************************************

  After receiving your follow-up email indicating that the package was still not received, we contacted **** to initiate a trace.I have attached a response from **** as well as mentioned their reply below. 

  "I have communicated with the ****** Grande Delivery Mail Unit and was informed by the Supervisor of the **************** that the item was delivered correctly on April 21, 2025, by the carrier. The Supervisor of Customer had the carrier investigate the delivery location for any mishandling and the carrier confirmed all mail was delivered correctly."
  
  If the customer has still not received the items, it is possible the package was stolen after delivery. As the tracking confirms successful delivery by ****, Herbspro is not responsible for stolen packages. We recommend that the customer file a police report for the missing package.

  
  Additionally, the customer initiated a chargeback, which we addressed by submitting a rebuttal on May 1, 2025. We have taken all necessary and reasonable steps to assist the customer, including reshipping the order and working with the carrier.

  
  At this point, we believe we have done everything possible from our end.

   

  Thanks,

  ****************
  
  
  
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23310699
  
  I am rejecting this response because:

  Regardless of what the mail carrier said, I DID NOT receive this package to my address. I have asked all my surrounding neighbors, who said they did not receive my package. 

  I do not think I should have to file a police report. This is just another way for the seller to avoid having to refund me $141.64. 

  I spoke with the mail carrier too, they said they could not positively confirm delivery to my address. They use a routing machine to scan the label upon delivery.

  They do not take screen shots of packages delivered. Basically all they have is a scanning process to prove delivery, but not proof of delivery to my address. 

  The reply from the post office is basing their response on their delivery system, not on real facts.  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a $76.39 order with HerbsPro on 3/24/25.After waiting a considerable amount of time, approximately 3 weeks, I sent an email to their customer support asking about my shipment.* At this time I'd not been charged for the products *I was told via email the items were delayed, but would be arriving.I waited another week and then my bank account was charged the $76.39 so I figured my products were on the way.After not receiving anything I reached out to customer service again and was told the items still hadn't been received from their distributor and I wouldn't be charged for the items until they were shipped.I explained that I'd already been charged and I wanted an anticipated arrival date or to cancel my order with FULL REFUND.I was told they would look into the charges and a refund and that any refund would be received in 2 business days. That conversation was on 4/24/25 via email/chat.After not receiving any refund I reached out to customer service AGAIN and was told during a phone call that I would receive a refund and I asked for written confirmation. I was told I'd receive an email.I've checked all my emails and the text/chat conversation with HerbsPro. There is no confirmation. I've called their number and keep getting disconnected. I've emailed and sent text/chats with no response. I want my FULL REFUND and plan to NEVER use them again moving forward.I NEED the help of the BBB because I can't seem to get the assistance from HerbsPro that they claim they provide.I've called their number at:************.I've emailed support at:******************************************************************. I've text/chat through:Chatty.Please help me obtain the FULL REFUND I've requested from them.I have photo proof from my bank and emails to help further show my many attempts at resolving this matter with them directly, with no results.Thank you in advance for your time and assistance, ***** *******

  

  Business Response

  Date: 05/30/2025

  Dear Customer,

  Firstly, please note that we never charge a credit card until an order is ready to ship. In this case, there were delays in receiving the product, and you had requested to cancel the order.
  Occasionally, our accounts team may process a charge if a pending authorization is about to expire. Your credit card was charged on April 18, 2025, and the order was cancelled on April 24, 2025. Since you mentioned the charge and our customer service team was not initially aware, we went ahead and issued a full refund on 5/23/2025. Refund receipt is also attached for your reference.

  We appreciate your patience and understanding, and we apologize for any confusion this may have caused. 

   

  Thanks,

  Customer Service

  Customer Answer

  Date: 05/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the information to not be completely accurate. I had to phone the company after submitting my request with the BBB. Only after speaking with a company representative who then escalated the case to her supervisor, was it determined that an error was indeed made on the part of the company. It was after this conversation that the supervisor graciously and genuinely apologetically agreed that a refund was warranted and she submitted it on my behalf. It's because of my call that day and her extra effort that a refund was finally processed and this resolution is now satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 6 bottles of Oregaresp 90 capsules and received 6 jars of Oregashield cream instead. I did not receive a return shipping label. I reached out to Trust Pilot several times, and finally was told that HerbsPro sent me a shipping label that may have ended up in my spam folder. I have never gotten a shipping label in the decades of ordering products with other companies in an email. This was my first order with HerbsPro, so I wanted to once again reach out to Trust Pilot, since HerbsPro doesn't directly respond to any correspondance. I told *********** to have them send me another return shipping label, so I could send back the unwanted items I did not order. I got nothing, but have been diligently checking my spam in case it was there. HerbsPro stated that they couldn't refund until they got the unordered products back. This has been going on since December 28 2024. I would have loved to continue ordering from them, but if they won't communicate with me and I lost $184.00 what else could I do.

  

  Business Response

  Date: 02/21/2025

  Dear Customer,

  We completely understand your frustration and sincerely apologize for the inconvenience.

  This was an unfortunate human error in shipping the wrong products to you. However, as soon as we verified the details with you, we promptly rectified the mistake and emailed the *** on January 17, 2025.

  
  To date, we have not received the returned product, which is required for us to process a refund. We have also sent the *** from a different email ID to ensure you received it, but we have not received any response.

  
  For your convenience, we are attaching the *** once again.

  
  We truly regret any inconvenience this may have caused and appreciate your cooperation in resolving this matter. Please let us know how we can assist you further.
  
  Thanking You,
  Customer Service

• Initial Complaint

  Date:08/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The products I received from Herbs Pro are spoiled. I reached out to customer service and instead of guaranteeing the product, they told me they needed to reach out to the manufacturer. After several rounds of communication they told me I would be able to return the product and they would send me a return shipping label. Over two weeks I have sent three emails to them expressing my desire to return the product and I've had no response.

  

  Business Response

  Date: 09/16/2024

  Dear Customer,

  You had emailed us that the product smells rancid and you cannot consume. We had requested you the image of lot # so that we can raise claim with manufacturer as we are just resellers. We ship the product received from the manufacturer/distributor the way it has been received. Since this a manufacturing issue, you should have directly called the manufacturer or the product line # mentioned on the product.However, some of your emails landed in spam due to which we couldn't respond timely. However, we did send you RMA to return the products and once we receive the products, we will issue complete refund.

  Sorry for the inconvenience caused to you.
  
  Thanking You,
  Customer Service

   

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22172403
  
  I am rejecting this response because:

  I was contacted by an HerbsPro customer service *** 11 days ago. I was told full refund was being issued and I still haven't seen it on my credit card. I have since returned the product. They asked me to remove the Better Business Bureau complaint but once again have not fulfilled their obligation.

  
  Sincerely,
  
  *** **********

  

  Business Response

  Date: 09/30/2024

  Hi *****,

   

  Refund has been issued to you. Please see the attached receipt

   

  Thanks,

  Customer Service

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** **********

• Initial Complaint

  Date:06/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since June 19th my order haven't moved.

  

  Business Response

  Date: 07/17/2024

  Dear Customer,

  We have shipped the order on 6/19/2024 by Asendia with tracking # LX937222291US and as per tracking the order was delivered on 7/8/2024. Please see the tracking URL:-

   

  *******************************************************************************

  If you have not received, we request you to contact *********** for further information.

  Thanking You,
  Customer Service 

   

   

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an online order at herbpro on 4/16/2024 today is May1st and I have not received a tracking number nor have I received my paid for product called customer service but was hung up on

  

  Business Response

  Date: 05/10/2024

  Dear Customer,

  We receive 1000+ emails everyday and we respond within 24-4 hrs. We received your email on 4/30/204 and we replied on 5/2/2024 which was within 48 hrs. Also, we do not charge the CC unless the order has shipped. However, due to unavailability of product, we cancelled your order and VOIDED the charge. Transaction receipt attached for your reference. There will be  no refund as we did not charge you.

   

  Sorry for the inconvenience caused to you.
  
  Thanking You,
  Customer Service