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:07/09/2025

  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.

  IHERB deactivated my IHERB account because I received a refund from my financial institution because they wouldnt give me my refund. So when I informed my financial institution they proceeded with the refund because of the damaged items and I received the full refund. Which means when my items were delivered to me damaged, I IHERB so I will not get a refund and I gave them photos of the damaged vitamins and essential oils. IHERB has delivered to me the wrong items and would not give me my refund. I have given Iherb photos after photos of proof of damaged products. Yet they give me a hard time about my refunds. There were cases when my money was wasted because an individual at IHERB rudely refused to give me my refund. Now iherb falsely deactivated my iherb account for no reason. These are the reasons for a persons account to be deactivated, and they are suspicious or fraud activity and prolong inactivity and violations of their terms of service. These violations do not apply to me because I have not done any of these or violated any of these violations. My account was purposely deactivated. IHERB told me that if you have any damaged items they will give you a refund for the damage items. I have given them plenty of photos of the damage items that I have received from them through a carrier they use. My account should not have ever been deactivated for any reason. It is called defamation of character if they are calling me a thief and making accusations or allegations against me. It is hard to get a refund from IHERB even when you give them photo proofs of the damage items. There were times IHERB would not give me a refund.I want my account open ******** email address: **************************

  

  Business Response

  Date: 07/10/2025

  Dear Valued Customer,

  We never take any retaliatory measures and apologize for any confusion here. It sounds like you would be best served getting more assistance from our Customer Support team, and not by communicating on BBB. 

  Please go to our Customer Support page and choose any method to contact us. After doing so, a trained agent with assist you further.

  We are standing by to help and hope to hear from you soon.

• Initial Complaint

  Date:07/09/2025

  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 need to manage my subscriptions. The website does not work, the app works but not the Contact area nor the area to manage Subscriptions.

  

  Business Response

  Date: 07/09/2025

  Dear Valued Customer,

  We are sorry to hear of any issues and want to help. However, the email used to file this complaint is not linked to an iHerb account. May you please provide a past order number so that we may locate the account of concern? You may also contact our Customer Support team by going to our **************** page and selecting 'Write a message'. After doing so, a skilled agent will respond shortly to assist you further.

  Again, we apologize for this inconvenience and are standing by to help.

• Initial Complaint

  Date:07/06/2025

  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.

  Ive been a long-time iHerb customer, placing frequent and large orders for supplements, cosmetics, and natural products. Usually, orders arrive in good condition, but sometimes they dont due to poor packaging, temperature issues, expiration, or other *********** the end of the day, I am the one receiving and opening the package, and if the product is spoiled, broken, or unusable thats what matters. I didnt pay for a defective item. I paid for something I can actually use.Whenever this happened in the past, I contacted customer service with full documentation, and received a proper refund.However, now, after receiving another unusable product, I was told Ive reached the refund threshold, and they refused to help unless I send the product back internationally at my own expense.Even worse when I tried to appeal this, they simply sent me the exact same copy-paste message, ignoring everything I explained. Its completely disrespectful and unprofessional.Instead of taking responsibility for a product that they sent in poor condition, theyre shifting the blame onto the customer. Thats not a policy thats avoidance.I respectfully request a full refund for the defective product and expect iHerb to review how they handle valid customer complaints from long-term buyers.Thank you in advance for your attention and support. I appreciate your time and look forward to a fair resolution.

  

  Business Response

  Date: 07/07/2025

  Dear Valued Customer,

  We have concerns over account history which led to this decline in refund requests. Please contact our Customer Support team to learn more.

• Initial Complaint

  Date:06/28/2025

  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.

  Subject: iHerb LLC - Undelivered Order, ****************************** iHerb LLC************ Order: #********* - AU$299.56 Complaint:10+ year loyal customer. Order placed around 1 month ago for essential supplements.Timeline:June 24: Carrier claimed "delivered" - no package received June 24: Checked property, contacted Australia Post - confirmed no package June 25: Submitted reship request to iHerb June 25: DENIED - told "estimated delivery June 27th, resubmit if not received"June 27: Still no package (past their deadline)[Recent]: Resubmitted - received IDENTICAL automated denial ignoring their own June 27th deadline Evidence:- ********* Post official confirmation: no package at facility - Thorough property/neighbour searches - iHerb's contradictory statements (delivered 24th vs estimated 27th)iHerb's Failures:- Automated responses ignoring facts - Ignored their own June 27th deadline - No human review despite 10+ year customer history - Copy-paste responses showing no actual investigation Resolution Requested:- Immediate reship with expedited delivery. iHerb's carrier made error - I shouldn't be penalized as a customer.Impact:- Financial loss, disrupted medication regimen, wasted time, poor treatment of decade-long loyal customer.- This demonstrates systematic customer service failures requiring ******************** intervention.

  

  Business Response

  Date: 07/01/2025

  Dear Valued Customer,

  We sincerely apologize for the frustrating experience you have reported with your review. We have approved of reshipping the order to you on 6/28/2025. Once your order is shipped, you will receive pertinent information for it. If you have any questions regarding this process, please don't hesitate to contact our **************** team.

  Again, we sincerely apologize for this matter which surely caused great frustration. We hope this resolution shows how much we care. We are standing by to support you further if needed.

  Customer Answer

  Date: 07/01/2025

  
  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:06/19/2025

  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.

  On the recommendation of my sister I decided to order from iHerb. On June 2 I created an account and "placed" my order - 3 simple items. After placing the order, it was immediately cancelled. I contacted the company via the online chat and "spoke" to a representative who told me I should try another form of payment. Over the next 2+ weeks I have tried various browsers, forms of payment, etc. and EVERY TIME (10 times now) my order gets cancelled. I've chatted with various representatives and have been in email contact with people who apparently don't even speak English. (The latest email on 6-10 about the issue says "Disclaimer: Please be advised that we use a ****** translator to assist you. We apologize for any errors in the email." At first I was told there's "something wrong with my payment" (No. There's not. Seriously? All of them?) then it progressed to "something's wrong with your account" and they "had to fix it on their end" and email after email tells me to wait ***** hrs before I "try again". This is pure stupidity. I have gotten NO answers, NO ONE seems to know what the problem is or how to resolve it, and frankly, no one seems to care - regardless of all the canned apologies. To top it off, there's no way AT ALL to contact anyone who might actually be able to solve the problem or even care about it. This last time I've given them 9 DAYS to fix the problem. ****. Cancelled again. How anyone can even order from this company is beyond me. I have NEVER had this problem ANYWHERE else. I can't help but wonder how much $$$ this company is loosing to this problem - I can't be the only one having this issue, and obviously the farmed-out-to-another-country "customer service" people don't care and are keeping the problem(s?) quiet. Latest order number is given below ... just in case anybody out there actually decides they DO care.

  

  Business Response

  Date: 06/23/2025

  Dear Valued Customer,

  We are sorry to hear of this experience. Account security and customer safety are our highest priorities. We do our best to accurately identify concerns and to take the appropriate actions. In this instance, we may have fell short and may need to know more. Please continue to be in contact with our Customer Support team who should be able to take the next steps.

  They are standing by to help and, again, we apologize for any inconvenience.

• Initial Complaint

  Date:06/16/2025

  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.

  Order was never revived they are not responding to emails other people are having problems they need to give me my s***

  

  Business Response

  Date: 06/16/2025

  Dear Valued Customer,

  We are sorry for any issues and thank you for providing the order number along with this complaint. 

  We can see that a refund was granted on 6/14/2025. Please allow 7-10 business days for the funds to appear back in the financial account associated with order payment.

  Should you have other questions or concerns, please don't hesitate to contact our Customer Support team.

  Customer Answer

  Date: 06/16/2025

  I dont see no refund or an email saying I have been refunded give me back my full 70.36

  

  Business Response

  Date: 06/18/2025

  Dear Valued Customer,

  
  We apologize for any inconvenience and are glad to help. We can see that our Customer Support team is assisting you in this matter. We can see that we approved a refund on 6/14/2025. Please be advised, refunds may take anywhere from 7-10 business days to process and appear back int he financial account associated with order payment.

  Should 10 business days pass and you still don't see anything, we suggest contacting Apple Pay to determine what may be occurring on their end. 

  However, we don't see any reason why this refund shouldn't be successful. 

  We hope we have helped and please don't hesitate to contact our Customer Support team should you have any further questions.

  Customer Answer

  Date: 06/25/2025

  
  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:06/15/2025

  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 ******** The first bottle leaked and was discarded. I went through an unwieldy customer service process and finally was issued a second bottle. Well, the second bottle just arrived leaking again. As requested. I sent a picture of clear liquid on bubble wrap. After the first fiasco, I suggested that tape be put around the cap to ensure that the product would not leak. Of course, that did not occur. The customer service process is lacking as is the care of the products.

  

  Business Response

  Date: 06/16/2025

  Dear Valued Customer,

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

  We never want anyone to receive damaged products and this will be reviewed by the proper teams. Our focus is always on constant enhancement and this will be no different.

  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: 06/16/2025

  
  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:06/15/2025

  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 number ********* I ordered 2 items from iherb but it was fully damaged. attaching photos of the condition of the full box as it was damaged and unsealed bottles that were came along with it . CS very incompetent and I cant consume these as they are unsealed which goes against Canadian health and safety protocol . Please provide a full refund or Issue a return label so I can return them back since the incident came from iherb .

  

  Business Response

  Date: 06/16/2025

  Dear Valued Customer,

  Thank you for providing the order number along with this complaint. Unfortunately, due to concerning account information, we are not going to move forward with any confirmation and stand by our decision.

  We wish you the best of health.

• Initial Complaint

  Date:06/06/2025

  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 quantity 3 of MRM Vieggie protein with super foods on order *********. When I tried 2 of the 3 containers the product had a bad smell and taste, it was spoiled even though the expiration date is 6/2026. I contacted customer service and sent ************* as requested and since then the company has not responded. I would like a refund to the original form of payment for quantity 3 of the product .

  

  Business Response

  Date: 06/09/2025

  Dear Valued Customer,

  We are glad to help. However, you had two separate products for veggie protein in your order. May you please clarify which product it was? Once clarified, we will gladly review everything in an effort to further assist you.

  We are standing by to help and hope to hear from you soon.

  Customer Answer

  Date: 06/09/2025

  Iherb has asked for information.  The products I am complaining about are quantity 3 of MRM Veggie Protein with Superfood.  The complaint is that the product is spoiled and has a bad smell and taste.  I would like a refund to my original form of payment. 

  

  Business Response

  Date: 06/11/2025

  Dear Valued Customer,

  Thank you for providing more information. After looking further into this, this order was placed 6 months ago and is no longer able to be refunded. However, we can see that our agents have offered you Rewards Credit (store credit). This is the only option we are able to do. Should you accept their offer, Rewards Credit is typically available for use within 48 hours after being granted and is automatically applied on orders during the checkout experience.

  Please respond to our agents and they will support you further. We hope we have helped and wish you the best of health.

  Customer Answer

  Date: 06/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I am extremely dissatisfied with the business refusal to stand behind their products and their poor customer service I do not want to waste any more time on this issue. 
  
  Regards,
  
  ***** ************
  
   
  

• 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,
  
  **** ****