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:05/28/2025

  Type:Delivery 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.

  5/23/2025 ordered 2 items. Order # ********* in the amount of $16.51. Because of poor packing, brown paper on top of items, nothing in between items in the box. The bottle of nutmeg must have continually bounced again the can of Hibiscus sugar, denting the latter severely. I want a replacement for the dented can of Hibiscus sugar but cannot request via iHerb's website via chat bot or email because I checkout out as a "guest" not establishing an "account" with them which I still have no interest in doing. iHerb does not list a consumer email or telephone number to contact them. Unexceptable!

  

  Business Response

  Date: 05/28/2025

  Dear Valued Customer,

  We are sorry to hear of this experience and have moved forward with a full refund for your order. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.

  Regarding contacting us, we do have a **************** page. Simply navigate there and select 'Write a message'. After completing the form, an agent will respond shortly to assist you further.

  Regardless, we hope this refund shows how much we value your decision to shop with us and hope that you decide to give us another chance in the near future.

  Customer Answer

  Date: 05/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ****
  
   
  

• Initial Complaint

  Date:05/28/2025

  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.

  The transaction date for my purchase was May 15, 2025. I paid ****** RMB for two units of *********** Nutrition ***************** from iHerb website.The company did not specify who is responsible for the return shipping costs. I have sent three emails attempting to contact your business regarding this matter, but you have completely failed to respond. It is worth noting that I had contacted you previously with pre-sale questions, and you did respond at that time.After consuming this product, I experienced a severe food poisoning reaction. I wish to return the product for a full refund. However, your instructions for returns and refunds are unclear, and my initial request for a refund was rejected.I am now unsure how to proceed.I am a buyer from mainland ***** and request that you contact me in Chinese as soon as possible to resolve this. My Chinese zip code is ******. I am using AI translator to conact you.

  

  Business Response

  Date: 05/28/2025

  Dear Valued Customer,

  We are sorry to hear of any issue you had with the product. Accordingly, we have moved forward with a refund for the item. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. There is no need to return the items.

  We hope we have helped and wish you the best of health.

  Customer Answer

  Date: 05/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Yangxu Lan
  
   
  

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising 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 three items. They were due on May 18th per the website. The 18th suddenly turned into the 19th and still, I had no carrier information and was provided a fake carrier tracking number. It's a number that does not correlate to any business. Then the fake tracking showed it was to arrive on the 20th of May. Never showed up. Then the 21st. Never showed up. They have no email address or phone number and customers can only contact through their website. I requested a refund for the items I did not receive and were never shipped from ** to **. They wrote me via email and denied my request. Completely unacceptable. They owe me a full refund for products I did not receive. Had to get my credit card company involved. Never received the item, they have no email address nor phone number. Extremely sketchy.

  

  Business Response

  Date: 05/21/2025

  Dear Valued Customer,

  
  We sincerely apologize for this experience and have moved forward with a full refund. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment. 

  Should your order be delivered at a later date, please consider it complimentary for your trouble. Our teams are investigating what may have occurred to cause this issue.

  Please don't hesitate to contact our Customer Support team should you have any further questions or concerns and we wish you the best of health.

• Initial Complaint

  Date:05/20/2025

  Type:Delivery 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.

  Placed this order on May 11, 2025.Received two notifications from iherb that my order could not be delivered because of wrong info I gave regarding my mailing/delivery instructions I GAVE TOTALLY CORRECT INSTRUCTIONS!A photo was sent to me of my package with CORRECT delivery address. I have NO restrictions on any deliveries to my address. Iherb clams it is my fault that my package could not be delivered and responded to me that I can not have a refund and to contact the delivery system they use.I tried that and I keep getting a message that my request can not be ************ NOT ORDER FROM IHERB!!!!My order is #*********. Zero human contact exists, full of wrong info, any messages you try to send through "chats", you get a "message can not be sent" notification.Come on IHerb!

  

  Business Response

  Date: 05/21/2025

  Dear Valued Customer,

  We are sorry to hear of any issues with receiving your order. After investigating this, we can see that our agent escalated this to our *************************** to work with the carrier to deliver your order. They are actively working to ensure your delivery is successful. In the meantime, we also suggest contacting the carrier directly for any questions. If you do not receive your order by, 5/22/2025, please don't hesitate to contact our Customer Support team again for further assistance.

   

  Customer Answer

  Date: 05/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *********
  
   
  

• Initial Complaint

  Date:05/19/2025

  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.

  Order date: 04/24/2025 Order amount: ****** *********** sent dietary supplements. I have the vitamins. I decided to return them. But the company stopped responding to me. I want my money back.

  

  Business Response

  Date: 05/19/2025

  Dear Valued Customer,

  Thank you for providing the order number along with your complaint. After looking into this matter further, we see that our Customer Support team is already assisting you. We recommend complying with all requests and decisions they make.

  They will continue to help you.

  Thank you for your patience and understanding.

• Initial Complaint

  Date:05/15/2025

  Type:Sales and Advertising 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.

  It is impossible to use their website .

  

  Business Response

  Date: 05/15/2025

  Dear Valued Customer,

  We would love to learn more about your specific experience which led to your dissatisfaction. May you please provide further information as we are always working to enhance every aspect of our operations.

  We hope to hear from you soon.

• Initial Complaint

  Date:05/15/2025

  Type:Delivery 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 ******* Omega 3 supplement and they sent me the wrong product. They sent me Collagen with vitamin C by California Gold Nutrition instead. I have scleroderma which I produces too much collagen and I would never order. Company will not refund unless I take photo of shipping label which I always rip off and throw away before I throw in recycling. They have my order number and pictures of everything else. They stole from me and I want my refund.

  

  Business Response

  Date: 05/15/2025

  Dear Valued Customer,

  
  We are sorry to hear of this poor experience and we have moved forward with a refund. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.

  Our teams are always working to enhance every aspect of our operations to prevent mistakes like this from happening. We take every incident seriously and will continue our efforts.

  Please don't hesitate to contact our Customer Support team should you have any further questions or concerns and we wish you the best of health.

  Customer Answer

  Date: 05/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:04/17/2025

  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.

  Ordered supplements from this company. I received the wrong items. They do NOT have any phone support, the live representative option does NOT work and the only way to communicate is EMAIL. This process has been going on since March 26. Very unacceptable and unprofessional. I would like a phone call from the corporate office. No business should operate this way. Consumer beware! This is a consumer protection issue.

  

  Business Response

  Date: 04/17/2025

  Dear Valued Customer,

  Thank you for contacting us and we apologize for any issues. It appears there have been several support tickets created regarding this concern. Please be advised, creating multiple tickets may only serve to delay help and impact our ability to better assist you.

  Our teams are currently reviewing this matter and will respond shortly with more information. Thank you for contacting us and we advise to comply with any and all requests made by our Customer Support team.

  Customer Answer

  Date: 04/17/2025

  This has been going on since March 26. Many tickets are open because thats how unacceptable and unprofessional your customer service is. Nobody has resolved this, and nobody can ever talk in a live chat or customer service phone call. 
  

  I am REQUESTING a call from the company. This is absolutely outrageous that any consumer has to feel like they are jumping through hoops in a situation like this. Serious consumer protection and rights issue! 

  

  Business Response

  Date: 04/18/2025

  Dear Valued Customer,

  Our Customer Support team is currently working on this issue. We apologize for any delays. Unfortunately, we do not offer phone support. However, you will be notified when they respond to further assist you.

  We are sorry for any inconvenience and appreciate your patience.

  Customer Answer

  Date: 04/22/2025

  Still NO update. Still NO phone call to make this EFFICIENT or EFFECTIVE. **************** continues to play "please wait" game with no communication. I will be reaching out to the *** next, this is a significant consumer protection and consumer rights issue. CONSUMERS BEWARE!!!! 

• Initial Complaint

  Date:04/11/2025

  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.

  OnApril 01, 2025 I placed an order for $182.95 containing a variety of grocery, body, and hygieneproducts. I was told that they would be delivered in 2 days. After 2 days I still did not receive thepackage which made me worry greatly as the items are considerably perishable given the weather around the scheduled delivery days was warm. I reached out after giving it 3 more days asking where my order was and was promptly given a link to a shipping tracking number that claimed that the package was delivered. However, upon furtherinvestigation the shipping company told me the contractor they used likely delivered my package to thewrong address and told me to contact iHerb for further assistance. I thus contacted iHerb again after 3 days of no response regarding my order only to have them close my support case with no justification. Furthermore, they only sent generic responses multipletimes with language that made it seem like my packagewas delivered and I was scheduling a return which was completely unacceptable and not the case. I then submitted separate refund requests since support was unhelpful only to have them denied with another generic message claiming that I was submitting a return when I didn't even receive the package. I am SICK and TIRED of being given the run aroundwith my order after multiple times of trying to resolve this through their support. I have to now resort to filing a complaint to get a real response instead of anauto generatedmessage not even addressing my concerns ofmy missing package and the ***** showing the incorrecting delivery address.

  

  Business Response

  Date: 04/11/2025

  Dear Valued Customer,

  Although we'd love to be able to help, due to concerning activity associated with this account, along with the proof of delivery that the carrier provided, we will not be honoring a refund or any other compensation. 

  We wish you the best of health.

  Customer Answer

  Date: 04/12/2025

  This is completely unacceptable. Why do I have to eat the cost of my order when I didnt receive it and its more than likely that the contractor the shipping company used either misdelivered or even stole the package. The photo youre claiming as proof doesnt even show the correct building and there are not details in the photo that can even give a clue of where the package is.

  

  Business Response

  Date: 04/14/2025

  Dear Valued Customer,

  We understand you have some other questions. Please contact our Customer Support team if you need any assistance as we are standing by to help.

  Customer Answer

  Date: 04/18/2025

  as usual a no response response 

• Initial Complaint

  Date:03/24/2025

  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 purchased 3 items from the company March *******. One of the items are opened immediately, which was the organic Matcha green tea powder. The tea was very bitter. It gave me heartburn really bad it would not dissolve, the taste was horrible. according to the return policy, I had to submit a return ticket and send a picture of the expiration date and the lot number in I did and I will included in this complaint. They refused my refund saying that they cannot see the date or the lot number which you clearly can see. This matcha is supposed to be quality but it is not. Not able to consume it.

  

  Business Response

  Date: 03/24/2025

  Dear Valued Customer,

  We are sorry that you didn't like the product you purchased and, after investigating further, can see that our Customer Support team already took care of you! We are glad we were able to resolve this issue and apologize for any frustrations.

  If you need any further help, please don't hesitate to contact our Customer Support team again and we hope you decide to shop with us again in the near future.