Business Profile

Health Products

Vitacost.com, Inc.

Complaints

This profile includes complaints for Vitacost.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

273 total complaints in the last 3 years.
113 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.

Initial Complaint
Date:06/30/2025
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.

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,

**** ********
Business Response
Date: 07/01/2025
Good day ****,

Thank you for contacting Vitacost.com regarding your most recent order #*********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB, as I certainly do apologize for any inconvenience that you may have experienced.

I have processed a replacement request for you,and your new replacement order number is #P06863139. Please allow 1-2 business days for your request to be reviewed and processed. Once your request has been processed, you will receive e-mail communication.

Once again, I apologize for any inconvenience this situation has caused. If you have any further questions or comments, please feel free to reach out by replying to this email.

Thank you for being a Vitacost.com customer!

Glenn
Customer Advocacy Specialist
Executive Team |**********, ** | ************************************************************************************ of Excellence , CCoE.
Initial Complaint
Date:06/23/2025
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.

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,

**** ***** price. If this company can't ship items in glass then they shouldn't sell them in the first placed. THREE times getting damaged in shipment is ridiculous. Now I have no products but paid over $128. I find this so unprofessional. How can I get products delivered to me without being damaged and how long til I get my refunds?
Business Response
Date: 06/24/2025

Dear ****,
Thank you for contacting Vitacost.com regarding your most recent order #******** as well as order #********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB, as I certainly do apologize for any inconvenience that you may have experienced.

Please know a refund from order #******* in the amount of $57.32 has been processed on Jun 24, 2025, with refund order #P06845501, which will go back to your initial form of payment. Please allow up to 2 business days for this transaction to process.

Approved refunds will be issued to your original payment method for the purchase price of the item. If any promo codes were applied to the order or if the item was purchased on sale, you'll be refunded the amount that you paid after any applied discounts. Once approved, please allow 2-3 business days for the refund to reflect in your account, depending on your financial institution.

After further review of the order #******** details, it has been determined that replacement order #P06856639 is currently processing in our warehouse and should ship shortly with a tracking confirmation email to follow. Once the replacement order has been shipped and fully invoiced, the 20% promotional discount refund from order #******** in the amount of $14.32 will process back to your original form of payment shortly after.

If you have any further concerns, please reach out to us by replying to this email.
Thank you for being a Vitacost.com customer!

Glenn
Customer Advocacy Specialist
Executive Team | **********, ** | The Kroger Co.
***********************************************

Call Center of Excellence, CCoE.
Business Response
Date: 06/25/2025
Dear ****,

Thank you for contacting Vitacost.com with the assistance of the BBB.

Again, I certainly do apologize for the inconvenience you did experience. Please know that I have submitted a refund in the amount of $7.26 as well as $7.08 from order #******* to honor the 20% promotional discount code that was applied to your canceled order #*******, which should go back to your initial form of payment. Please allow up to 2 business days for this transaction to process.

Approved refunds will be issued to your original payment method for the purchase price. Please allow 2-3 business days for the refund to reflect in your account, depending on your financial institution.

If you have any further concerns, please reach out to us by replying to this email.

Friendly regards,
Glenn
Initial Complaint
Date:06/23/2025
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.

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,

****** *****
Business Response
Date: 06/24/2025
Good day, ******.

Thank you for contacting Vitacost.com regarding your most recent order #*********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB, as I certainly do apologize for any inconvenience that you may have experienced.

Please know a replacement request has been generated on June 23, 2025, and your new replacement order number is P06856451. Please allow 1-2 business days for your request to be reviewed and processed. Once your request has been processed, you will receive e-mail communication.

Once again, I apologize for any inconvenience this situation has caused. If you have any further questions or comments, please feel free to reach out by replying to this email.

Thank you for being a Vitacost.com customer!

Glenn
Customer Advocacy Specialist
Executive Team | **********, ** | The Kroger Co.
***********************************************

Call Center of Excellence , CCoE.
Initial Complaint
Date:06/21/2025
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.

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,

****** *******
Business Response
Date: 06/26/2025
Dear ******,

It was a pleasure speaking with you on June 25, 2025, and once again I certainly do apologize for the inconvenience you did experience with the delay of your recent Vitacost.com order #*********.

According to my investigation into your order details, both order number #********* and the most recent order, #*********, look to have processed properly in our warehouse and should ship soon. You will receive an email confirmation along with the tracking details from the information provided.

order #********* / ***** tracking #************
order #********* / ***** tracking #************

If you need any further assistance in this matter, please feel free to contact us by replying to this email.
Thank you for being a Vitacost.com customer!

Glenn
Customer Advocacy Specialist
Executive Team | **********, ** | The Kroger Co.
***********************************************

Call Center of Excellence CCoE.
Initial Complaint
Date:06/19/2025
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.

Complaint: 23493012

I am rejecting this response because:

I knew you keep not accepting my request. I have been customer long time but treat like this is unacceptable and never ever buy anything from this company. I heard about this company holding money and bad customer service.
First You cant decide whether its affected or not!!! The package was not supposed to left outside in the first place thats already your fault.
Do you know inside the car gets hot even 70 degree?
The box was warm and affected the items damaged. Could be plastic leaking or changing quality of product. This fact is intangible hard to proof but in the reality you should be taken care of this matter not blaming customers. And you pretended like refund was issued at first try to make me buy again then cancel a refund WITHOUT telling me WITHOUT no further explanation Until I asked. This is unacceptable.

****** Ban
or damaged items. With this their attitude and I keep receiving same reply from this company bots (AKA customer service) so I cant trust anymore but I deserve the refund at the least.Unfortunately tracking number doesnt show proof picture of delivery but if asked the ****** its certainly not to deliver my door and left outside.
Business Response
Date: 06/20/2025
Good day, ******

Thank you for contacting Vitacost.com regarding your most recent order #*********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB, as I certainly do apologize for any inconvenience that you may have experienced.

Following a more thorough examination of the order details, it was concluded that your order was dispatched on May 28, 2025, and that Ontrac tracking number D10016416217520 delivered it on May 29, 2025. Based on the evaluation of our credit team, the order was not impacted by the 70 weather; hence, the refund request was denied.

If there is anything further we may assist you with, please reply to this email.
Thank you for being a Vitacost.com customer!

Glenn
Customer Advocacy Specialist
Executive Team | **********, ** | The Kroger Co.
***********************************************

Call Center of Excellence, CCoE.

Business Response
Date: 06/23/2025
As previously advised:

Following a more thorough examination of the order details, it was concluded that your order was dispatched on May 28, 2025, and that Ontrac tracking number D10016416217520 delivered it on May 29, 2025. Based on the evaluation of our credit team, the order was not impacted by the 70weather; hence, the refund request was denied.
Customer Answer
Date: 06/23/2025

Complaint: 23493012

I am rejecting this response because:

First ultimately I received damaged itemwhich requires business to provide me replacement or refund.
Second I didnt even receive package at my door(it should be received at the door)the package was left nowhere outside and that caused heat exposure whether you insist or not the box was heated which makes items got heat damage. Again the parked car gets very warm inside its same science and I do not want that heat damage items. I PAID items.
Third I dont do anything wrong as a customer it is very upsetting that items actually received was me but you assumed its not damaged because you dont want to get refunded me.
Fourth, I have been customer for this company at least few years and I purchased many many products. I requested refund few times during the period because the items was almost expired. Only that. How dare you treat loyal customer like his? I seriously purchased many products spent lots of my money and I believe there was not much shipping issues(items were delivered at my door) again this time I didnt receive items at my door.
I need a refund.

****** Ban
Initial Complaint
Date:06/17/2025
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.

Complaint: 23483046

I am rejecting this response because:
Even though the order was over $500 and it said in red letter that the sale is final, no one is expecting to received products that are about to expired and to receive products that wasnt ordered. These mistake was made on your side, the least you can do is correct your mistake. If on red letter will say the date of expiration of the products then the customer will be able to make an educated decision with that knowledge.
you are expecting that the customer accepts your mistakes as well. Im being charge for a product that I didnt order. And for a product that I cant consume.
This is not the way to take responsibility of your mistakes.
how can we trust a company like this?
Sincerely,

****** ******
***** this time I don't want a replacement i just want to return the products.
Business Response
Date: 06/18/2025
Good day, ******.

Thank you for contacting Vitacost.com regarding your most recent order #********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB, as I certainly do apologize for any inconvenience that you may have experienced.

Following a more thorough examination of your order confirmation, it was concluded that your order did reach the $500 "final sale" criteria. After your order has been processed for checkout, if it is $500 or more, you will see a notice in red letters that reads, "all sales are final, no exceptions." You can get this information by searching for "Why is my order not eligible for return, refund, or replacement?" on our FAQ page.

If there is anything further we may assist you with, please reply to this email.

Thank you for being a Vitacost.com customer!

Glenn
Customer Advocacy Specialist
Executive Team | **********, ** | The Kroger Co.
***********************************************

Call Center of Excellence, CCoE.
Business Response
Date: 06/18/2025
As stated in our previous response to the BBB:
Following a more thorough examination of your order #******** confirmation, it was concluded that your order did reach the $500 "final sale" criteria. After your order has been processed for checkout, if it is $500 or more, you will see a notice in red letters that reads, "all sales are final, no exceptions." You can get this information by searching for "Why is my order not eligible for return, refund, or replacement?" on our FAQ page.
Thank you.
*****
Customer Answer
Date: 06/18/2025

Complaint: 23483046

I am rejecting this response because as a company you need to be responsible for your actions and your mistakes. I shouldnt be paying for a product I didnt ordered. Im requesting a replacement of a refund after I return the products I didnt ordered. Your staff sent me the wrong product.

Sincerely,

****** ******
Business Response
Date: 06/19/2025
To whom it may concern,
After further review of the sku numbers on the invoice from order #******** and the product received, it appears that the correct products have been sent. If the customer can please email a photo of the sku numbers on the products that they received if they differ from the sku numbers on the order:
#************ Renew Life Probiotic Adult 50+ -- 30 billion CFU - 30 Vegan Capsules
#************ Renew Life Adult Daily Digestive Prebiotic Fiber150 Vegetarian Capsules
#************ Renew Life Adult Cleanse 3-Day Total Body Reset 2-Part Program** Vegetarian Capsules
Regarding the product expiration date, per our Terms and Conditions of Sale from our website, Vitacost Terms and Conditions of SaleVitacost:
#** Applicable Law; Not For Resale. The customer agrees to comply with all applicable laws and regulations of the various states and of *****************. Customer agrees and represents that it is buying for its own internal use only, and not for resale. Vitacost.com, Inc. has separate terms and conditions governing resales.
Thank you.
*****
Customer Answer
Date: 06/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept the resolution, I just keep in mind that my orders should not be higher than 500. Overall this is the only issue I have had with them. Im just a little disappointed. But thanks for taking the time to reply.

Sincerely,

****** ******
Initial Complaint
Date:06/11/2025
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.

Complaint: 23454824

I am rejecting this response because:
Your response was not my issue
Issue one:
I wanted to speak with a supervisor and wasn't able to
Issue two: Customer *** did not provide a reasonable explanations or point me to the link you sent above. Simple answers to my concerns were not given. I have had expired items sent to me in the past and was given a hard time about it. I wanted reassurance that the message left on my site did not apply to my concerns and why cant I be connected to a supervisor? Note the long wait time and before you say that's normal. I've been a customer for a long time and this wasn't normal. AS you can see I was frustrated at the end. I dont like game playing
I will leave thread here for you to view:
Time Details
06/11/2025 11:00:51AM System: "Thank you for your patience. Were experiencing higher than normal wait times. You can visit vitacost.com/service to track your order, request a refund, or get answers anytime. Or continue to hold and we will be with you shortly"
06/11/2025 11:00:52AM Session Started with Agent (*******)
06/11/2025 11:00:52AM *******: "question"
06/11/2025 11:01:12AM *******: "Hello *******"
06/11/2025 11:01:21AM Agent (*******): "******* Thank you for contacting Vitacost.com!"
06/11/2025 11:01:34AM *******: "I have a question about this"
06/11/2025 11:01:50AM *******: "All sales are final; no exceptions."
06/11/2025 11:02:04AM *******: "this is new posting by my cart"
06/11/2025 11:02:12AM *******: "what does this mean"
06/11/2025 11:02:39AM *******: "does this mean if i apply FOODBEVS20 applied"
06/11/2025 11:02:50AM *******: "that this means a sale item"
06/11/2025 11:03:06AM *******: "or does this mean for everything"
06/11/2025 11:04:03AM *******: "Theres a reason im asking btw"
06/11/2025 11:04:15AM Agent (*******): "How much is the cost of the order /?"
06/11/2025 11:04:56AM *******: "why would that matter"
06/11/2025 11:05:18AM *******: "I just want to know what this means"
06/11/2025 11:05:38AM *******: "Im a long time vitacost user"
06/11/2025 11:05:56AM *******: "if you need to ask management its ok"
06/11/2025 11:06:26AM Agent (*******): "It means if the discount exceeds 100 the cost will be adjusted to $100."
06/11/2025 11:07:01AM *******: "Im sorry but that doesnt make any sense to me"
06/11/2025 11:07:21AM *******: "can I speak with a team manager please"
06/11/2025 11:07:42AM *******: "Thank you"
06/11/2025 11:10:09AM *******: "Someone here needs to answer. Ive spoken with management before many times"
06/11/2025 11:10:23AM *******: "not acceptable not to answer and be polite"
06/11/2025 11:10:30AM Agent (*******): "I apologise for the extended wait and thank you so much for your patience and understanding."
06/11/2025 11:10:38AM *******: "thank you"
06/11/2025 11:10:40AM Agent (*******): "Thank you for patiently waiting. Hang tight for one more moment, please."
06/11/2025 11:15:19AM Agent (*******): "One moment while I reach out to the supervisors"
06/11/2025 11:15:33AM Agent (*******): "I will update you moving forward"
06/11/2025 11:15:47AM *******: "Thank you appreciate that"
06/11/2025 11:20:54AM Agent (*******): "I have reached out to the supervisor one moment please."
06/11/2025 11:21:22AM *******: "ok"
06/11/2025 11:27:54AM Agent (*******): "I apologise for the extended wait and thank you so much for your patience and understanding."
06/11/2025 11:27:56AM Agent (*******): "I apologise for the extended wait and thank you so much for your patience and understanding."
06/11/2025 11:33:00AM Agent (*******): "I have submitted a refund request of $8.60 to be placed back into your original form of payment. Please allow 3-5 business days to receive your refund. You will also receive an email to confirm once approved.The reference number is P06841595"
06/11/2025 11:33:57AM Agent (*******): "Please dis regard this response ."
06/11/2025 11:34:43AM Agent (*******): "Is there anything else I can assist you with today?"
06/11/2025 11:34:48AM *******: "Listen Im not one to play games so let me leave my concerns here. All sales are final; no exceptions. To me means if I receive something damaged or expired or close to expiration then I cant return. Problem with this is that the last time I spoke with one"
&nbsp of your supervisors he confirmed policy for food and drink being fresh and at least good for a year. So are you changing your policy? Because I was working on placing another order and saw this all sales final message and I don't agree. I know businesses
&nbsp aren't doing well right now but I pay good money and I don't want to be forced to keep damaged, expired or near expired products. Im going to find the person at ******** that cares about long time customers and send this email to them along with how long
&nbsp you are making me wait for an answer as to what this means and any changes in this policy nc other people will want to know also. This conversation should be in my file but if itrs not I kept my own copy of it. If this is new policy then I have to find
&nbsp another place to order
06/11/2025 11:36:30AM *******: "I will wait 5 more minutes and if this isnt addressed then Im gone but will send this to someone in the company who cares enough"
06/11/2025 11:37:09AM *******: "believe me i will find them and let everyone I know what this means for ordering from Vitacost moving forward"
06/11/2025 11:37:30AM *******: "Where is the supervisor?"
06/11/2025 11:37:51AM Agent (*******): "I deeply apologise but if the order is placed and thee is an issue we can provide you with a refund or a replacement ."
06/11/2025 11:38:19AM *******: "no order is placed and this is not the question im asking"
06/11/2025 11:38:36AM *******: "where is the superviisor"
06/11/2025 11:38:44AM *******: "team manager"
06/11/2025 11:38:48AM *******: "ect.."
06/11/2025 11:39:03AM Agent (*******): "one moment please ."
06/11/2025 11:43:52AM Agent (*******): "Thank you for your patience. I /am still looking into this for you."
06/11/2025 11:47:35AM Agent (*******): "Thank you for waiting."
06/11/2025 11:48:11AM *******: "Ok this is unfortunate I will be leaving and that will be that. I also follow through with what I say normally so maybe you will hear from someone maybe not but i can assure you that I will be letting everyone know what your new policy is. I will go elsew"
&nbsp here for my needs. ************ must be doing very poorly to treat a long time customer in this way. I expect you wont be in business much longer
06/11/2025 11:48:15AM Agent (*******): "Please note that for all orders over $500 or greater all sales are final. No exceptions."
06/11/2025 11:48:43AM Agent (*******): "This means that the order will not be eligible for a return, refund and/ replacement."
06/11/2025 11:48:56AM *******: "lol thats not what it states on your site and im not stupid"
06/11/2025 11:49:00AM *******: "goodbye"
06/11/2025 11:49:04AM Session Ended
If you require further assistance, you may contact us at **************************************

***lyForward
Add reaction

Sincerely,

Deb Mere
now that you may have a higher chance of getting expired or near expired food/drink/supplements etc. from ******** as it has happened to me in the past and is happening with increased frequency. Also damaged items are not readily accepted anymore. They will say its not their policy but internally it is bc you get the run around and cant get a supervisor/manager to talk with. You been warned. I'm seeking out someone higher up to let them know that this is going on and then I will be done with this and move on. So many companies are doing so poorly now, I don't expect ******** to be here much longer as I have seen the deterioration over time.
Business Response
Date: 06/12/2025
Good day, Deb

Thank you for contacting Vitacost.com regarding the Vitacost "final sale" refund policy. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB, as I certainly do apologize for any inconvenience that you may have experienced.

I certainly do apologize for the inconvenience you did experience. Please click here or refer to the link provided to review our "final sale" refund policy stated on our FAQ page:

Why is my order not eligible for a return, refund, or replacement?
For orders $500 or greater, all sales are final. No exceptions.

Vitacost Q&A - What is your Refund Policy?

If there is anything further we may assist you with,please reply to this email.

Thank you for being a Vitacost.com customer!

Glenn
Customer Advocacy Specialist
Executive Team |**********, ** | The **********
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Business Response
Date: 06/16/2025
Good day Deb,

We appreciate you reaching out to Vitacost.com with the assistance of the BBB in reference to your manager escalation request.

Regarding your experience with chat session ID *******, I sincerely regret it. Please know that on June 16, 2025, at 8:55 a.m. EST, I gave you a call at **************. I left a thorough voicemail asking to return my call on ************ so we could talk about your issues, but sadly, there was no answer.

If there is anything further we may assist you with, please reply to this email.
Thank you for being a Vitacost.com customer!

***** *.
Customer Answer
Date: 06/16/2025

Complaint: 23454824

I am rejecting this response because:
My phone is not working so I asked them to communicate with me through email.

Sincerely,

Deb Mere
Customer Answer
Date: 06/16/2025

Complaint: 23454824

I am rejecting this response because:
Please address the lack of being able to connect with a supervisor
and the lack of knowledge that the customer *** has about returns and best buy dates

Sincerely,

Deb Mere
Business Response
Date: 06/16/2025
Hello Deb,

Thank you for responding to Vitacost.com regarding your BBB Complaint ID: ********.

Again, I do apologize for any inconvenience you did experience. Please respond to this email with your concerns regarding our refund policy, as well as your manager escalation request, per your previous chat interaction with our Vitacost.com agent, dated June 11, 2025.

Thank you,

*****
Customer Answer
Date: 06/25/2025
I need them to communicate with me by email to address the issues. They have done this before
*******
Business Response
Date: 07/09/2025
The customer previously responded that her phone does not work. I sent an email to the customer asking to respond with the concerns so I may review and respond via email. As of July 9, 2025, the customer has not responded via email.
Customer Answer
Date: 07/09/2025
I just read the most recent response and just want to say that I have received no email from ******** and I have had correspondence with them in the past so they know my email address.
It is my opinion that they are being obstinate on purpose. This is also how it went in my correspondence in my chat with them that led to this complaint here at BBB
Maybe you can try to ask them again in case the email was wrongly put in but idk besides that what else can be done
They obviously don't want the bad review but also it appears that they don't want to rectify the issue
I appreciate your follow up and help as a consumer
*******
Customer Answer
Date: 07/09/2025
Hello
I just found their email as it did not show up on my main email. I'm now trying to correspond with them

Thank you
*******
Business Response
Date: 07/09/2025

I just read the most recent response and just want to say that I have received no email from ******** and I have had correspondence with them in the past so they know my email address.
It is my opinion that they are being obstinate on purpose. This is also how it went in my correspondence in my chat with them that led to this complaint here at BBB
Maybe you can try to ask them again in case the email was wrongly put in but idk besides that what else can be done
They obviously don't want the bad review but also it appears that they don't want to rectify the issue
I appreciate your follow up and help as a consumer
*******
Customer Answer
Date: 07/15/2025

Complaint: 23454824

I am rejecting this response because: I emailed business back and they never responded. They do not want to answer my questions or take care of this complaint.
I want people to know that you cannot get a supervisor when asked and will be given the run around.
Also I have caught them selling products that are expired or very near expiration date and they are very reluctant to send you out another. Know that in their own policy that the product has to be at least a year away from expiration date but they are pushing back on the consumer to accept what they get.
When I asked about their return policy they gave me the runaround. They are not transparent and not observing their own policy
So if you want to potentially pay full price for expired items or near expired food or supplements then Vitacost is the place for you
I have moved on. Thanks for trying. Hope this makes it to other consumers. Buyer beware

Sincerely,

Deb Mere
Customer Answer
Date: 07/15/2025
This business has still not contacted me after I responded to an initial email
Business Response
Date: 07/16/2025
This customer has been previously responded to, but still no concern provided by the customer:
VC responded to the ******************** on 7/9
The customer previously responded that her phone does not work. I sent an email to the customer asking to respond with the concerns so I may review and respond via email. As of July 9, 2025, the customer responded:

Please read my original complaint from BBB about what happened and please
answer here so I may ask you follow up questions. This email did not show
up on my regular feed. I had to look for it which is why I'm
corresponding so late
or I can copy and paste my complaint here
*******
Initial Complaint
Date:06/06/2025
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.
Would like to add that retailers usually want to encourage business, not obstruct it. And failure to have a functional email subscription service when signed up & failure to provide in stock notices for products out of stock (which we still haven't received in years) doesn't result in sales.
Business Response
Date: 06/09/2025
Good day *******,

Thank you for contacting Vitacost.com regarding the concern with not receiving email. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB as I certainly do apologize for any inconvenience that you may have experienced.

Please know that I have escalated your concern to the proper department for an internal account review. Once I have more information regarding your concern, I will certainly contact you via email with a resolution.

If there is anything further we may assist you with,please reply to this email.

Glenn
Customer Advocacy Specialist
Executive Team |**********, ** | The Kroger Co.
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Business Response
Date: 06/09/2025
Dear *******,

After a thorough investigation of your Vitacost.com account, it has been determined that your account was on our list as a request to be "unsubscribed." At this point, the request to be "unsubscribed" has been removed, and your email address has been activated on our email distribution list.

If there is anything further we may assist you with, please reply to this email.

Friendly regards,
*****
Customer Answer
Date: 06/09/2025

Complaint: 23434894

I am rejecting this response because it does not permanently solve the problem as requested in the desired resolution. Our response today to **** from the business who ***eated the BBB business ***ly was as follows:
"Thank you ... but this is exactly what your 2nd CS *** said a week ago, claiming she corrected it if you will check Chat.

And because the same exact problem occurred last year when we were "subscribed" for emails in our online account, it's clear the IT problem is more serious than what you state below. We would like the problem solved, not just temporarily corrected again. So when we subscribe to emails, we receive them w/o having to undergo Chats, phone calls & subsequently a BBB ***ort. There is clearly some reason our account subscription choices are not being reflected in your internal records. Can you pls look to see why that is happening? And we still don't receive in stock notices when we subscribe to these either.

Would be happy to coordinate with IT there & unsubscribe to see what happens in your internal records & then to subscribe again to see if the problem persists. Please advise."

Sincerely,

Dr. ******* ******
Business Response
Date: 06/10/2025
Dear *******,

Thank you for responding to Vitacost.com regarding BBB complaint ID: ********.

I sincerely apologize once more for any inconvenience you have experienced. I have forwarded your concern to the appropriate department, who conducted a thorough investigation and concluded that your account was designated as "unsubscribed." Please give the promotional email 24 to 48 hours to reach your inbox. Please reply to this email if you are not receiving promotional emails at this time so I can elevate the matter for additional review.

Friendly regards,
*****
Customer Answer
Date: 06/10/2025

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,

Dr. ******* ******
Initial Complaint
Date:05/27/2025
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 purchased a supplement product from Vitacost.com in February 2025 called Synergy Cognitive Support. I just opened the bottle and read the ingredients on the back of the label. There are nine ingredients listed on the website for this product, but the bottle I received only lists two, and neither of those were of particular interest to me. In other words ******** sent me a product which I did not purchase. I asked them to replace the product with the one I had purchased but they refused because 60 days had elapsed since the purchase. That would be understandable if I were simply unhappy with the product, but this was a case where the product delivered was not what I ordered. Additionally there are reviews on their website citing the same issue that I have, and the frustration with trying to get the company to rectify their ********* would have been simple for them just to replace the product with the one that I actually purchased. As it stands now I want to report this issue to you as I question their business ethics.
Business Response
Date: 06/02/2025
Good day *******,

Thank you for contacting Vitacost.com regarding Vitacost-Synergy Cognitive Support Capsules from your most recent order #*********. Please know that I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address your concern with the assistance of the BBB, as I certainly do apologize for any inconvenience that you may have experienced.

Please know that a refund in the amount of $16.78 dated May 27, 2025, with refund order #P06825770, has been processed, which should go back to your initial form of payment.

Approved refunds will be issued to your original payment method for the purchase price of the item. If any promo codes were applied to the order or if the item was purchased on sale, you'll be refunded the amount that you paid after any applied discounts. Please allow 2-3 business days for the refund to reflect in your account, depending on your financial institution.

If you have any further concerns, please reach out to us by replying to this email.

Thank you for being a Vitacost.com customer!

Glenn
Customer Advocacy Specialist
Executive Team |**********, ** | The **********
Office: ************
***********************************************

Call Center of Excellence , CCoE.

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