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Business Profile

Vitamins and Supplements

iHerb LLC

Complaints

Customer Complaints Summary

  • 195 total complaints in the last 3 years.
  • 71 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/26/2023

    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 herb deleted my account after charging for my order Id like my account to be unlocked and order to be refunded before I contact general attorney of the state

    Business Response

    Date: 10/27/2023

    Dear Valued Customer,

    We are sorry to hear of this issue and apologize for this experience. A refund has been granted for this order and we kindly request that you please allow **** business days for the funds to appear back in the financial account associated with order payment. Should the order be delivered at a later date, please consider it complimentary for your troubles.

    This is a rare occasion and teams are investigating with the carrier to see what may have or may be occurring. We hope this shows how much we value your decision to shop with us and that you decide to give us another chance in the future. We wish you the best of health.

  • Initial Complaint

    Date:10/15/2023

    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 am filing this complaint as I am constantly having payment issues on your website after submitting the order...926826397 see screenshot Please fix this madness

    Business Response

    Date: 10/16/2023

    Dear Valued Customer,

     

    We understand the frustration that results from any issues during the shopping experience and sincerely apologize for this. After looking into the order number provided with your review, it appears that we asked further information to be provided regarding the payment method and that you have successfully provided this information. As a result, your order was shipped on 10/16/2023 and is due to be delivered by 10/19/2023.

    Our teams are always working to improve the shopping experience and your feedback is important to us. Should you have any further questions, please don't hesitate to contact our Customer Support team. 

    Customer Answer

    Date: 10/16/2023

    I have to do this repeatedly for several orders for no reasons?

    Your payment processor is rejecting multiple orders

    Please escalate and fix this.

    Business Response

    Date: 10/18/2023

    Dear Valued Customer,

    We are sorry for any inconvenience this may have caused you. Card processors may reject payment for a variety of reasons, none of which are disclosed to us do to privacy laws. Also, card payments must be able to undergo 3DS payment verification and processing. Customer safety is our highest priority and several factors may also result in a customer being asked to update or verify their payment information. This keeps our customers safe.

    Again, we apologize for any inconvenience and hope we have cleared things up. Thank you for shopping with iHerb and we wish you nothing but the finest of health.

    Customer Answer

    Date: 10/19/2023

    This is useless to verify twice and other website we don't have to go through this 

    Please turn it off and fix this 

  • Initial Complaint

    Date:10/01/2023

    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.
    iHerb inappropriately charged me 2x in the last 12 months for "HST" (******** Sales tax) on zero rated items in ****** (=items upon which tax is not permitted to be collected in ******). They were advised several times. The first time, they refunded the inappropriately collected sales tax. The second time, they refused to refund the inappropriately collected tax and only offered to credit the account. This is unacceptable for two reasons. First, because they haven't corrected their automatic system so it will continue to inappropriately collect tax which makes it a perpetual cycle to have to keep purchasing from them to get your money back and keep getting inappropriately charged each time. Second, this is unacceptable, because they continue to collect this under the rubric of tax.I have contacted Revenue ****** to report them and have an investigation launched and them audited.I want my money back - money - not a store/site credit. I want this system corrected so that me (and everyone else) will not be inappropriately charged for something that is not chargeable in ******. OR a clear notice on their website to contact them for a refund (to credit card used etc) if they have 'accidentally' inappropriately charged tax on ZERO RATED tax items.

    Business Response

    Date: 10/02/2023

    Dear Valued Customer,

    We want to help, however, we need the order number of concern in order for us to do so. Which order are you referring to regarding wanting a refund and not store credit? We hope to hear back from you soon and are standing by for further assistance.

  • Initial Complaint

    Date:09/27/2023

    Type:Service or Repair 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 requested a return. I returned the items, they received the items but gave me $0.00 as a refund. I've contacted them several different times, they said someone would get back to me but no one has gotten back to me.

    Business Response

    Date: 09/27/2023

    Dear Valued Customer,

    We apologize for any inconvenience and thank you for your patience. After looking further into this, your refund was granted as store credit which can be used on any new order placed. Are you having issues applying the store credit? If so, please don't hesitate to contact our Customer Support team who may assist you further.

    Again, we apologize for any inconvenience and we wish you the best of health.

    Customer Answer

    Date: 09/28/2023


    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:09/26/2023

    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.
    The company iHerb has falsely charged me twice during the month of September 2023.There are two charges from iHerb that are correct; these are split charges for order #********* - 09/19/2023 POS Withdrawal IHERB IHERB.COM / rd5nF IHERB.COM CA -$6.88 - 09/19/2023 POS Withdrawal IHERB IHERB.COM / rd5nF IHERB.COM CA -$34.13 These are the false charges as they do not correspond to any orders Ive placed:- 09/20/2023 POS Withdrawal IHERB IHERB.COM / kJIWg IHERB.COM CA -$23.18 - 09/19/2023 POS Withdrawal IHERB IHERB.COM / kJIWg IHERB.COM CA -$4.30 I am attaching two receipts from iherb: the original received on the date of order of #*********, and one I received after requesting a refund for a single item in said order. I bring this up because A) while the total in the newer invoice corresponds to the sum of the original order and refunded item, there is no explicit indication of the refunded item, and B ) this omission underscores my concern over their accounting.Furthermore, I contacted IHerb and gave them the same information, but they said it was not true that they falsely charged me and I would have to take it up with my bank.Desired resolution: refunding the false charges of $23.18 and $4.30, and honor the agreed to refund of $5.98 from order #*********; that total is $33.46 ---Note, the attached list of bank transactions includes a correct charge from iHerb of $56.59, corresponding to an unspecified order.

    Business Response

    Date: 09/27/2023

    Dear Valued Customer,

    We regret to hear of the issues you mentioned in your complaint and are happy to assist you. For order #*********, we only charged and received what was stated previously. However, we have no record of other orders around this time. Are you able to provide order numbers for the ones claimed not to have been you? Were you sure you shopped on the official iHerb website or app and not through a 3rd party influencer or other site? 

    The information listed is a bit confusing. However, we can assure you that for order #*********, you were only charged for the items received. May you please provide more information so we may better understand the issues mentioned in your review? We are standing by to help and hope to hear from you soon.

    Customer Answer

    Date: 09/28/2023

     Thank you for the response; however, you missed my points.

    My basis for claiming that the $4.30 and $23.18 charges are false is precisely because they are not associated with an order.

    As well, you did not address the partial refund that has been agreed to over a chat preceding this complaint, which *** explained is implicitly reflected in the newer receipt attached to this complaint.

    Business Response

    Date: 09/29/2023

    Dear Valued Customer,

    Thank you for clarifying everything. After investigating further, our Technical Teams have confirmed you were not charged for anything in addition to what was originally charged for the order, the valid charges mentioned in your review. Should you have any further questions or concerns, please contact our Customer Support team who is always willing to assist further.

  • Initial Complaint

    Date:09/01/2023

    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.
    Aug 26,2023 I placed an order (2) ************* and received them in the mail damaged. I tried to call, they have no phone number to call at all, to communicate, no person to person to talk to, I have never experienced that at all, I have always talk to someone when I have a problem, so this chat, got me no where. The box was stuffed in the mailbox instead of being but on the front porch like all my other ***** and *** package are left.

    Business Response

    Date: 09/01/2023

    Dear Valued Customer,

    We are sorry to hear of this delivery issue and have escalated this incident to the appropriate teams for awareness. In the meantime, we see that a refund claim has already been created and is pending review by one of our trained specialists. You will be notified of their decision within the next 24 hours. If you still have any questions, please don't hesitate to contact our Customer Support team by going to our **************** page and selecting 'Write a message' or choosing to use our live chat support service during the available hours.

     

     

  • Initial Complaint

    Date:08/20/2023

    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.
    ********* Maddy? Cs agent from iherb said in previous complaint this order was fully refunded. it wasnt. Id like another *** return label and I contacted iherb cs over the chat and was told by agent named ****** that he couldnt is*** return label *** to technical difficulties so supervisor would be contacting me ?Id like another return label is***d for remaining items thats not been refunded Totallinf up to 409.01$

    Business Response

    Date: 08/30/2023

    Dear Valued Customer,

    We have provided the refund in full for this order already. Should you have any questions or concerns, please don't hesitate to contact our Customer Support team who is standing by to assist you further.

  • Initial Complaint

    Date:08/16/2023

    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 paid for ****** for this order I returned all the items in this order and was partially refunded I need ****** to be refunded

    Business Response

    Date: 08/16/2023

    Dear Valued Customer,

    We apologize for any inconvenience and are glad to assist you with this concern. We see that an agent helped you today, 8/16/2023, and the refund claim is currently undergoing review. Should it be approved, you will be notified within 48 hours. If approved, please allow **** business days for the funds to appear back in the financial account associated with order payment. Should you have any other questions or concerns, please don't hesitate to contact our Customer Support team who is always standing by to help.

    Customer Answer

    Date: 08/17/2023

    hi was the missing refund for 409$ approved or not ?! Im confused 

    Business Response

    Date: 08/18/2023

    Dear Valued Customer,

    A full refund for your order has been granted for your order. Please allow up to 10 business days for the funds to appear back in the financial account associated with order payment. Should you have any further questions, please don't hesitate to contact our Customer Support team.

  • Initial Complaint

    Date:07/11/2023

    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 July 10, 2023, I received an email stating the package had been delivered to my lobby at 9:51 pm. There is no record of the package being delivered, no video showing the package being delivered AND the lobby is locked at 9:51 pm so there's no way the package could have been delivered. IHerb has not acknowledged responsibility nor has honored my request to refund my money since the Lasership/On Trac delivery driver apparently stole my packages and claimed to have delivered it at 9:51 pm to a locked lobby. The Lasership/On Trac delivery company is also refusing to acknowledge that my package was never delivered to MY address. Both iHerb and the delivery company are pretty much saying it's my loss that the delivery company that iHerb chose to deliver my package DID NOT get the package to MY home. The packages were left outside of the locked lobby of a hotel styled apartment building at nearly 10 pm where anyone off the street could take them. The packages were NOT delivered to MY home!

    Business Response

    Date: 07/11/2023

    Dear Valued Customer,

    We never want anyone to have any issues receiving their orders. Despite the carrier claiming the order was delivered, we have moved forward with a courtesy refund. Please allow **** 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 troubles. If you have any further questions or concerns, please don't hesitate to contact our Customer Support team.

    We wish you the best of *************** you decide to give us another chance in the future.

  • Initial Complaint

    Date:07/07/2023

    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 returned all the items using *** prepaid label provided by and it shows as delivered at 7/6/2023 I want this order to be fully refunded back to original payment method

    Business Response

    Date: 07/10/2023

    Dear Valued Customer,

    We are sorry for any issues you have had and thank you for providing the order number along with your review. After looking into this further, the refunds was successful and you should be seeing the funds return to your account, if not today, then within 10 business days. Should you have any further questions regarding this, please don't hesitate to contact us and we will gladly assist you.

    We wish you the best of *************** you decide to give us another chance in the future.

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