Business Profile

Health Products

Vitacost.com, Inc.

Headquarters

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

270 total complaints in the last 3 years.
117 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:05/12/2025
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.
On Monday, May 5, 2025, I placed an online order at ************. Immediately after I placed an order, I realize I ordered the wrong item, so I tried to cancel online but could not find a link to do so. I then called Vitacost to cancel. The Representative told me that my order was placed "too soon" and she could not see it yet and was told to call back in the morning. I also sent an email at 8:51pm to cancel, 20 minutes after I placed the order. I then called the next morning and was told it was too late to cancel. This is absurd. The item did not ship yet and I was told to call back to cancel.What is more concerning is the packaging of the food supplement I received has a broken seal. This indicates potential tampering or contamination and poses food safety risks. This is a not one-off. Several online review sites such as this site (Better Business Bureau), show customers reporting that they have received damaged and out-of-expiration merchandise.Additionally, the actual package of this item is much different from what ******** displays on their website. I was expecting a more secure type of container as shown when I went to purchase but I received a flimsy non-secure container. Therefore I was shipped something different from what I thought I was going to receive.I opened a complaint with Consumer Protection and ******** promised a refund. However, no refund has been processed. I also asked for a return label and no return label has been sent to me so I can return the items and they keep stalling.This is a shady company with shady sales practices and would not take any chances ordering something you ingest from them. Years ago ******** was trustworthy with good customer service but this is no longer the case.
Business Response
Date: 05/13/2025
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 that I have processed a refund in the amount of $76.10 with refund order #P06799375, which should go back to your initial form of payment. Please allow up to 2 business days for this transaction to process. Also know that the products are not required to be returned. If you have no use for the items, please donate them elsewhere.

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 Kroger Co.
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 05/13/2025

Complaint: 23320393

I am rejecting this response because:
Vitacost supposedly submitted a refund request for $76.10 (Ref # P06799375) on May 7th after I submitted a complaint to the *************************** I was to receive a refund within 2 business days. Well 4 business days passed and still no refund and today, I am told to wait another 2 business days. Everyone knows a refund can be processed immediately and the refund would show as a pending credit. I do not see any pending credits under my credit card transactions which means no refund. Vitacost was quick to charge me before shipping and would not let me cancel my order immediately after I placed it but seems they are no so quick when refunding a customer for damaged merchandise.
Thank you,
***** *******
Business Response
Date: 05/14/2025
Dear *****,

Thank you for responding to the BBB regarding the refund from Vitacost.com order #*********.

For complete refund information, please refer to refund reference #***********************, dated May 13, 2025, in the amount of $76.10.

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

Friendly regards,
*****
Customer Answer
Date: 05/14/2025

Complaint: 23320393

I am rejecting this response because Vitacost has been promising a refund for over a week. There is no "pending" refund credit on my credit card transaction list. Therefore no refund has been provided. Even if the do eventually provide a refund, there is absolutely no reason to stall and take so long to provide one. Refunds can be done the same day. This is terrible customer service, especially after refusing to cancel an order after 20 minutes and then sending defective unsealed merchandise. If the management of ******** had any business acumen, they would have refunded immediately without stalling. No one likes to wait endlessly for a refund. My advice -- shop elsewhere so you don't have to deal with this Company.

Thank you,

***** *******
Business Response
Date: 05/14/2025
Dear *****,

Thank you for responding to the BBB regarding the refund from Vitacost.com order #*********.

For complete refund information, please refer to refund reference #***********************, dated May 13, 2025, in the amount of $76.10.

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

Friendly regards,
*****
Customer Answer
Date: 05/14/2025

Complaint: 23320393

I am rejecting this response because once again, Vitacost has been promising a refund since 5/7. It doesn't take over a week to process a refund unless you are stalling. There is no pending credit on my credit card transaction list. Therefore as of today, there is still no refund. You can provide transaction numbers from today until tomorrow, but I still do not see any credit.

Thank you.
Initial Complaint
Date:05/09/2025
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.
Order #: ******** When I originally called the *** did not say I needed to email photos. I then had to fish this out of the dirty trash. As you can see the bag is damaged so a lot of whey fell into the box. I was told I would be fully refunded. Im really unhappy the first *** lied to me saying I would be refunded and never was. Going into the trash was disgusting.
Business Response
Date: 05/12/2025
Good day ****,

Thank you for contacting Vitacost.com regarding Optimum Nutrition Gold Standard 100% Whey Protein Powder for Muscle Support and Recovery Delicious Strawberry -- 146 servings 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 I have processed a refund in the amount of $145.00 with refund order #P06800352, 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 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.

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

Thank you for being a Vitacost.com customer!

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | **************
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Initial Complaint
Date:05/06/2025
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.
******** I have tried placing multiple orders with ******** and they have cancelled my orders without any explanation. I have contacted their customer service and keep getting excuses saying they have escalated my issue but no one seems to contact
Business Response
Date: 05/23/2025
Good day *****,

Thank you for contacting Vitacost.com regarding your recent orders being canceled. 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.

After further review of your account details, it has been determined that your account has been activated and you may place your next order without hesitation.

Thank you for being a Vitacost.com customer!

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

Call Center of Excellence , CCoE.
Customer Answer
Date: 05/23/2025

Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
Date:04/30/2025
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.
My issue with ******** regarding overcharging my credit card from the order confirmation price. I've brought this to VC's attention several times, but to no avail. Finally, I was directed to ****, CS Lead person, who called me. I clearly explained my problem to him. He informed me that under my bank's advice, VC was charging a few cents extra as a hold on my CC. I called my ********** and discussed the issue with the Accounts Supervisor, I was advised that Discover does not put a hold on any transaction, My last email to **** was January 13 (VC Ref. #*****-4084980-4983145#). Case in point, order # ********* - confirmed order amount $70.84, charged to my CC $70.86; order # ********* - confirmed order amount $225.43, charged to my CC $225.44; Order # ********* confirmed order amount $52.06, charged to my CC *****. Total amount of 4 cents should be reversed and credited to my CC. I wrote to Kroger Ref #: ******** which was a waste of time because they were not much help as they kicked the can back to VC who has totally ignored the issue without any kind of explanation. Ive wasted more time than this issue warrants. For me, this is a matter of principle and not *******-and-dimes. Till todate, I've not heard from ** regarding this issue explaining to me why they have not credited my account. Please ask VC to make it right and resolve this issue by asking VC to credit my account with 4 cents. Thank you!
Business Response
Date: 05/01/2025
Good day Lily,

Thank you for contacting Vitacost.com regarding the order total from your most recent order #*********, #*********, and #*********. 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.

The amount that appears immediately after your order is placed is a pre-authorized sum, not the actual order total, as was previously specified. Please be aware that the true cost will be displayed once the order has been properly invoiced. There is currently no refund owed for the three orders in question.

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

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

Call Center of Excellence , CCoE.
Customer Answer
Date: 05/05/2025

Complaint: 23266773

I am rejecting this response because:
***** keeps changing his response. When he spoke with me, he said that the my bank authorized it. At that time, I informed him that I will contact my bank (**********), which I did. Per my ************ response, I wrote to him, at which point he did not bother to respond. I've been shopping with ** since 2006. **** has come in the picture since ******'s acquisition of **. How can a pre-authorized amount be for a few cents? Is VC not able to program their orders correctly, that it changes from order to shipment, OR is the shipping computer programmed differently? If that is the case, VC should correct their computers so the amount does not change from order to shipment. Just because VC has my credit card, does not give them the right to charge any additional amout over what I've agreed to.

Sincerely,

**** *****
Business Response
Date: 05/06/2025
Dear *****,

Thank you for contacting Vitacost.com with the assistance of the BBB regarding the pre-authorization amount.

Please know that the pre-authorization amount could differ from the final charge. Online businesses use pre-authorization to verify payment methods for subscription-based services or security deposits. A pre-authorization charge, often referred to as a pre-auth hold, is a temporary hold placed on a customers credit or debit card. Instead of immediately deducting funds, businesses verify the cardholders ability to pay and reserve a specific amount.

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

Thank you,
*****
Customer Answer
Date: 05/06/2025

Complaint: 23266773

I am rejecting this response because:
*****"s response keeps changing. When I first brought this issue to VC, I was informed that banks put a hold on the account. When I explained that my ***************** does not put hold on not just my account, but any account who use Discover credit card, I was told that during pandemic, all online retailers put a hold on the account to make sure that there were sufficient funds in the account for the purchase to go through. Then when I explained in my email with control # referenced in my complaint where I explained that my ********** told me that some banks, ******, etc. usually do that when the ** is not saved when the credit card is used, then reverse the charges back. But in my case, one thing Discover never puts hold or pre-authorization as ***** calls it, as VC has saved my credit card, and since 2006, I've only used Discover card and I never used to have this issue until the new kid on the block came into picture. When I spend between $150-250.00 every month, someitime even more, how does VC benefit from a few cents which they charge me extra on my orders. If they do that, like my ********** says, the amount should be reversed, unless of course VC has now a ********** account since ******'s acquisition. So, ***** can think about different reasons for overcharging me till the cows come home, but none of them jusitify for overcharging me. I may be forced to take my business elsewhere where my business is very much appreciated.

Sincerely,

**** *****
Initial Complaint
Date:04/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I placed my order on their website on Jan. 30, 2025 and I received it on February 12, 2025. The issue with this order is that the probiotics in my order were damaged while with the courier. They were sent with ***** and I went to a *** Ex Pick up location to pick up the order. When I went to pick up the box, the box was hot, it must have been placed near a heat source at the pickup location. The issue is the items were exposed to excessive heat while with the courier and it ruined the contents of the probiotics and made them ineffective. I tried the probiotics recently and they were not good and not effective. I've been taking these probiotics for many years and never had any problems with them before. According to the expiration date of the probiotics, they were supposed to be good until 12/2025, but they are not good. I tried contacting the business to let them know, but they said they would not refund for the items. As well, I have been a loyal customer of ******** for many years and spent a lot of money with them. All I am kindly asking for is a refund for the probiotics from this order. It would be for the following items: (3 x ) Nature's Way Probiotic Pearls Max ******** and (1x) Nature's Way Acidophilus Probiotic Pearls - Digestive Health . The total of these after accounting for any discounts/taxes is $92.98 USD. I would be happy to send back the items if you wish. Thank you very much for your assistance,
Business Response
Date: 04/28/2025
Good day ******,

Thank you for contacting Vitacost.com regarding Nature's Way Acidophilus Probiotic Pearls - Digestive Health -- 1 Billion Live Cultures - 90 Softgels x (1) as well as Nature's Way Probiotic Pearls ************* 5 Billion Cultures - Digestive Health - 30 Softgels x (3) arriving hot 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 I have submitted a refund request in the amount of $80.85, which should go back to your initial form of payment. Please allow up to 2 business days for this transaction to be reviewed and approved, depending upon eligibility.

Because this is a heat-sensitive item, the refund request must be reviewed in accordance with our Refund Policy.

If and when your request is approved, the refund 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.

Once again, I apologize for any inconvenience this situation has caused, and if there is anything further we may assist you with please reply to this email.

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

Call Center of Excellence , CCoE.
Customer Answer
Date: 05/01/2025

Complaint: 23256291

Hello, I received the message above from the business. They mentioned in their message to allow for up to 2 business days to receive my refund. It's been since Monday and I still have not received the refund or update from them in regards to the refund. If they can provide the refund that they mentioned in their previous message, that would be much appreciated.

Sincerely,

****** ********
Business Response
Date: 05/02/2025
Dear ******,

Thank you for responding to the BBB regarding Vitacost.com order #*********.

Please know that I have submitted a refund in the amount of $80.85 with refund order #P06793352, 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 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.

Friendly regards,

Glenn
Customer Answer
Date: 05/07/2025

Better Business Bureau:

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

Sincerely,

****** ********
Initial Complaint
Date:04/22/2025
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.
Summary: Vitacost canceling orders and falsely claiming OOS. No help from **. On 4/11/25, I placed order #********* with discount codes displayed by ********. Order canceled by ******** on 4/14; reason "out of stock" (OOS). Product was still offered for sale and marked as "in stock" on website. On 4/14, chat CSR advised me to reorder by phone. ******** phone *** placed order and said that discounts from promo codes would be honored by a refund to credit card. On 4/15, Vitacost canceled. A summary of my contacts with CS since 4/14 follows: chat sessions #*******, #*******, #*******, #*******. Two phone contacts on 4/14 and 4/17. And 1 rejected email attempt. I requested escalated service twice.Reorders (most on advice of CS): #********* (placed via phone CSR), #********, #******** and #*********. All orders canceled by ********; reason OOS.Yet, this item has been continuously offered for sale, often attractively discounted, and listed as "in stock". To date (4/22), there has been zero response from Vitacost. We have tried everything a consumer can do-- review of address, credit, new account, etc.I am requesting ******** to honor the original order and discount. And fix the account (if there's a problem with it).Sad to submit this BBB complaint on ********. Our household had been a customer for over 10 years.
Business Response
Date: 05/12/2025
Good day *. ******,

Thank you for contacting Vitacost.com regarding NOW Sports Whey Protein Isolate - Informed Sport Certified Creamy Chocolate -- 10 lbs from order #********* being canceled. 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 am very sorry, but the order was canceled due to the product becoming out of stock at the time your order was being packed and shipped. Please know that our web team will need to wait until the final order has been invoiced to mark the website page for the product as "out of stock". This process could take up to 5-7 business days once the item has been considered out of stock.

After checking the inventory for NOW Sports Whey Protein Isolate -Informed Sport Certified Creamy Chocolate -- 10 lbs, at this point there is inventory and you may place your new order at your convenience. Although I cant reinstate or issue a new code, I am happy to say that I can offer you the same discount! To take advantage of the discount, simply place your new order and then reply to this email with the new order number. We can then issue a refund of 20% back to the original form of payment.

Please know that this offer cannot be combined with any other site-wide promotion sales, and brand exclusions do apply: www.vitacost.com/exclusions.

Once again, please accept my sincerest apologies for any inconvenience this has caused.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The **********
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Initial Complaint
Date:04/14/2025
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 placed an order with this company that states shipping is free.but upon looking at order after placing it there was a charge ogf ***** on the receipt called company got run around after being told there was a charge for weight which is no where on order form also got told computer sets the price told have to wait and see if computer will give back the money after receiving the order .told if weighs 50 lbs i get charged for shipping but site says over 49 dollars free shipping.added up weight it was not 50lbs. I need help to get these people to give back shipping fee please
Business Response
Date: 04/17/2025
Good day ******,

Thank you for contacting Vitacost.com regarding the shipping charge 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 refer to the link provided to review the following information from our Domestic shipping page from our web site or please click here:

Vitacost Shipping Policy - Vitacost

Within the contiguous U.S.
FREE standard shipping is available for orders totaling $49 or more (or $25 or more of ******** brand or Professional Supplements) after any discounts have been applied and with a shipping weight of 50 pounds or less.

After a complete investigation, please review the weights of the individual tracking numbers from your entire order that add up to a total weight of 57.36 pounds:

OnTrac tracking #D10016306276496 / weight ***** lbs.
OnTrac tracking #D10016305582779 / weight 4.45 lbs.
OnTrac tracking #D10016304440837 / weight 1.35 lbs.
OnTrac tracking #D10016304232622 / weight 2.61 lbs.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The **********
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 04/17/2025

Complaint: 23203310

I am rejecting this response because:

Sincerely,

****** ******
Business Response
Date: 04/29/2025
Good day ******,

Thank you for contacting Vitacost.com regarding the shipping charge 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 refer to the link provided to review the following information from our Domestic shipping page from our web site or please click here:

Vitacost Shipping Policy - Vitacost

Within the contiguous U.S.
FREE standard shipping is available for orders totaling $49 or more (or $25 or more of ******** brand or Professional Supplements) after any discounts have been applied and with a shipping weight of 50 pounds or less.

After a complete investigation, please review the weights of the individual tracking numbers from your entire order that add up to a total weight of 57.36 pounds:

OnTrac tracking #D10016306276496 / weight ***** lbs.
OnTrac tracking #D10016305582779 / weight 4.45 lbs.
OnTrac tracking #D10016304440837 / weight 1.35 lbs.
OnTrac tracking #D10016304232622 / weight 2.61 lbs.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The **********
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Initial Complaint
Date:04/09/2025
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.
Advertised discount bait and switch/email farming and phone number harvesting scam.Spun the wheel for a discount on the homepage when i first went to the website, was offered a 20% discount if i provided my email (the box even says EMAIL EXCLUSIVE OFFER) once they have my email they turn around and withhold the discount unless i also provide my phone number No. That is false advertising, please provide me with the 20 percent discount i was promised in exchange for my email.
Business Response
Date: 04/14/2025
Good day M *******,

Thank you for contacting Vitacost.com regarding our promotions. 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 some email exclusive sales offer one-time-use codes that must be used by the account holder who received the email - if this is the case, details will be included in the disclaimer. Promo codes have restrictions and expiration dates. Please be sure to review the details and disclaimer associated with the promo code you're trying to use. This information is located at the bottom of the promotional banner or you may click the link provided:

Vitacost Exclusions Policy - Vitacost

Regarding the 20% to sign up for Vitacost.com text messages, please accept the 20% promotional discount code that you may apply to your next order with Vitacost.com:

PROMO CODE: CXB7CNM3K
Please know that this offer cannot be combined with any other site wide promotion sales, and brand exclusions do apply.

As I am unable to locate an account under your email address. To receive "specific user" promotions which are specifically designed for your personal email address, please refer to the link provided to create an account by visiting: ***************************************************************

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

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The **********
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 04/14/2025

Complaint: 23181885

I am rejecting this response because:

thanks for the promo code i guess. You have not understood the nature of my complaint or the fraudulence of your businesss behavior though. There isn't any need to repeat it here as it was spelled out just fine in my initial complaint but i will do you the favor anyways. You are fraudulently farming emails and phone numbers, change the verbiage on your promo pop up to ask for emails and phone numbers at the same time. You are purposefully obscuring the fact that you will also be asking for a phone number in order to obtain the promotion, its slimy behavior and you lost me as a customer immediately so i no longer desire a promo code to use your site anyways. Its false advertising, fix it.

Sincerely,

M *******
Business Response
Date: 05/06/2025
Dear *. *******,

Thank you for contacting Vitacost.com regarding our most recent "Spin the Wheel" promotion. I am sorry for any inconvenience you have experienced.

Although I cant reinstate or issue a new code, I am happy to say that I can offer you the same discount! To take advantage of the discount, simply place your order and then reply to this email with the new order number. We can then issue a refund of 20%.

Please know that this offer cannot be combined with any other site-wide promotion sales, and brand exclusions do apply: www.vitacost.com/exclusions.

If there is anything else we can assist you with, please feel free to contact us email us at ****************************************. Thanks again for getting in touchI am happy I was able to help you save!

Friendly regards,
*****
Customer Answer
Date: 05/08/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the removal of the deceptive promo is acceptable

Sincerely,

M *******
Initial Complaint
Date:04/01/2025
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.
This merchant is selling expired products. I notified them via chat as soon I realized it. Merchant said they would refund. They have not done so, in spite of telling me via email and phone that they did.
Business Response
Date: 04/02/2025
Good day *******,

Thank you for contacting Vitacost.com regarding the refund 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.

After further review of your account details, it has been determined that a refund in the amount of $25.47 has processed on March 24, 2025 with refund order #*********.

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.

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

Thank you for being a Vitacost.com customer!

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The **********
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 04/02/2025

Complaint: 23147024

I am rejecting this response because I have received no refund

Sincerely,

******* *****
Business Response
Date: 04/02/2025
After further review of the notes on the account, ****** accepted the chargeback in the amount of $29.46 with case #PP-R-VPH-567881606. This is the reason that Vitacost.com has denied the customer's request for a refund.
Initial Complaint
Date:03/31/2025
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 made a purchase for a number of items on March 13 but instead of the order being delivered it was returned to the shipper. I called 3 times to figure out what happened and to get this rectified and none of the agents I spoke with understood the problem or offered a solution so I asked for a refund. When I didn't receive a refund after 7 days I contacted Vitacost by chat and they said that the refund was cancelled by Vitacost (I have no idea why) but they would put in the refund request again. Since I have been a customer since the pandemic and have always received my orders ******** this should never have happened but at the very least, Vitacost should have already refunded by money.
Business Response
Date: 04/01/2025
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.

Please know that I have investigated the **** tracking #********************** details, and unfortunately it looks like on March 24, ****************************** transit and disposed by the ****.

After further review of your account details, a refund in the amount of $124.22 with refund order #P06756474 has processed on March 30, 2025 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. 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.

Again, I am so sorry for this entire experience and if there is anything further we may assist you with please reply to this email.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The **********
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Business Response
Date: 04/22/2025
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 that I have investigated the **** tracking #********************** details, and unfortunately it looks like on March 24, ****************************** transit and disposed by the ****.

After further review of your account details, a refund in the amount of $124.22 with refund order #P06756474 has processed on March 30, 2025 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. 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.

Again, I am so sorry for this entire experience and if there is anything further we may assist you with please reply to this email.

***** *. Block
Customer Advocacy Specialist
Executive Team |**********, ** | The **********
Office: ************
***********************************************

Call Center of Excellence , CCoE.
Customer Answer
Date: 04/22/2025

Complaint: 23138593

I am rejecting this response because: Although what ******** reports is technically accurate, they only learned about the shipment being damaged and discarded many days later. The package was not delivered because ******** used **** for this delivery when every other delivery for the last 4 years we have been customers was with ******. Because we are living temporarily in a short term rental because of Hurricane ****** we can not receive anything through **** at this location. Since we always received packages through *** Ex it never occurred to us that we wouldn't receive shipment the same way. ******** also suggests that they provided the refund immediately. This is also inaccurate. In actuality when we didn't receive the order we called Vitacost several times after waiting on hold and received different responses depending on the agent and none of them offered an explanation or an answer. We then asked for a refund but then learned a week later when it didn't show up in our account that ******** had cancelled the refund because they hadn't received the package. There was no follow-up from ******** and no one bothered to put in a refund when they learned that the package have been destroyed. Instead we had to call again which is when we learned that the refund was cancelled and when we reinstated the refund request. Because of all the problems and mistakes it took over 2 weeks to finally receive our money back.

Sincerely,

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

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