Business Profile

Vitamins and Supplements

The Vitamin Shoppe

Headquarters

Complaints

This profile includes complaints for The Vitamin Shoppe's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

63 total complaints in the last 3 years.
17 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:08/12/2024
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.
Last year I bought a beet root product and unfortunately, let them put me on their auto-delivery schedule. After a while I decided to quit using the product and got on my web-based account, But, it wasn't on the list so couldn't cancel it. The next two months I received 2 more that I didn't want. Then they sent me a text that another was ready to be shipped. Thankfully, this one had a phone number that I called. The person told me that he couldn't cancel it because it had already shipped, but, I could send them back or go to any VS store. Myy wife went to the one in ******** on **************. The manager, ******, said their policy only allows returns within 30 days so she refunded one.My policy is stop all dealings with companies that serve me poorly. Over the past 10 years I have spent thousands of dollars at this store. There won't be any more. I'll just throw these away.
Business Response
Date: 09/09/2024
Dear *****************,
Thank you for reaching out to The Vitamin Shoppe regarding this refund issue. I sincerely apologize for this, as it is certainly not the experience you should have with us. I am reviewing all of your interactions with us to correct processes for the future. I have also refunded your original payment method $46.78. Please allow 2-3 business days for this to process with your bank. I have also added 250 points to your Healthy Awards account as an apology from us.
If you have any further questions or concerns, do not hesitate to reach out to us. I hope you have a happy and healthy day!

Sincerely,
***************************
Supervisor, Customer Care
**********************
Customer Answer
Date: 09/26/2024

Complaint: 22131526

I am rejecting this response because:

Never heard a word from them, Definitely not resolved.

Regards,

*** *****
Business Response
Date: 09/26/2024
Dear *** *****:
Thank you for contacting us. Our records indicate that we processed a refund in the amount of $46.78 for the auto-delivery order in question pertaining to Beet Root Powder.
In addition, we also added 250 points to your account, which generated (2) $5.00 healthy awards vouchers.

Sincerely,
Customer Care Management
**********************
Initial Complaint
Date:08/01/2024
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.
WO31146339 Two cases of *** was damaged and This was supposed to be delivered on July 30 and was damaged they indicated that they would ship two day however tracking shows August 7 i can not wait for 10 days to get product
Business Response
Date: 08/01/2024
We thank you for the feedback and rest assure that we have requested the refund on the items which will take 2-3 business days to post on your credit card
The Vitamin Shoppe
Customer Answer
Date: 08/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*****************
Initial Complaint
Date:07/26/2024
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.
Better Business Bureau promised me a call from Vitamin Shoppe corporate office. Vitamin Shoppe corporate office never called. I am filing my complaint again or reopening my complaint again against vitamin shoppe. I returned a bottle of vitamins and was never credited to my credit card. This is a bad company very clearly. I want my money return to me I want contact with corporate and not some Bozo but a legitimate ethical person from the corporate office of Vitamin Shoppe to deal with what the local Vitamin Shoppe store did to me by taking my product back and allegedly crediting my card whereas my card was never credited and it has been months. They cannot be called when they do answer customer service is ignorant and can't figure out how to deal with the problem.
Business Response
Date: 07/31/2024
Hello,
We sincerely apologize for the inconvenience you have experienced in regard to your refund. We will refund the $18.00 back to your original form of payment. Please allow 3-5 business days or less for the refund to process, depending on your bank.
Once again, I am very sorry about this but I appreciate the chance to make this right. I see you are a loyal Vitamin Shoppe customer, and we appreciate your business.
Have a happy and healthy day!
Sincerely,
***************************
Supervisor, Customer Care
**********************
Customer Answer
Date: 07/31/2024

Complaint: 22041368

I am rejecting this response because: this company has no idea what the original form of payment was. This ******* person has promised me this before. How can she refund my purchase back to my original form of payment? I paid cash. This is a blanket response. I want this corrected. They can send me a gift card or a check. This ******* person can call me ************

Regards,

*****************
Business Response
Date: 08/12/2024
Dear *****************,
We sincerely apologize for the misunderstanding. We will be sending a $25 gift card to the email address you have provided to BBB. You will receive this by the end of the day today, Monday 8/12/2024. If you have any further questions or concerns do not hesitate to reach out to us at **************************************** Have a happy and healthy day!
Sincerely,
Customer Care
**********************
Customer Answer
Date: 08/14/2024

Complaint: 22041368

I am rejecting this response because: today is the 14th. The business committed to sending me a gift card to my email on the 12th. My email is ***** ********************* there is no gift card there is no gift card in my spam either. Please correct the situation

Regards,

*****************
Business Response
Date: 08/23/2024
Hello,
We sincerely apologize that you did not receive this email. The details of the gift card issued on 8/12 are below:
GC #: *******************
PIN: ****
Amount: $25.00
We will send another email to **************************.

Have a happy and healthy day!

Sincerely,
The Vitamin Shoppe
Customer Answer
Date: 08/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*****************
Initial Complaint
Date:05/19/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered from VitaminShoppe.com at least 6-8 times in the past 2 years and it appears to be a reliable business. However, my recent order, (order#, WO30798210) was unacceptable. I placed the order because VitaminShoppe.com website stated the products was available for home delivery (only 2 available), so I submitted my order for 2 and was accepted. For product that are not available, the website will show "temporary out of stock" and it won't even accept your order. Since it accepted my order, I thought everything was good as usual. However, two days after my order was accepted, I received a message saying my order been cancelled due to unavailability. If the product was unavailable, why they accepted my order the first place? Simply looking through their website, I see there are still 2 available from their ******, ** store. I have been working with their online customer service personnel and getting nowhere except just a bunch of nonsense run around excuses, claiming this is a clearance discontinued item, etc. I think a more responsible/care for their customer approach will be to send me the 2 items from their ******, CA store to honor the transaction. Unfortunately, they refused to honor the transaction and simply offered me a 10% off regular price item coupon towards next purchase. I totally disagree with this offer and this is false advertising.Im filing a compliant here and would like VitaminShoppe to consider a more acceptable approach by either shipping me the order from their Gilroy, CA store or simply offer me the same product, BodyTech Whey Protein Isolate 1.5lbs for the same price $19.98 each for a different flavor of my choice.
Business Response
Date: 05/30/2024
Thank you for contacting us and please note that since the item is discontinued for the flavor requested the website showed available due to inventory levels not syncing with the website.
We cannot have items from the physical store sent via shipment but if you want another flavor we can send 1 at no cost and the second at the price that we currently offer it.
Please let us know and we will have someone contact you via phone to place the order
Customer Answer
Date: 05/30/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me. Please inform the business to contact me so that we can put this to rest. Thank you very much for your assistance!

Regards,

************
Customer Answer
Date: 06/24/2024

Complaint: 21733250

I am rejecting this response because:

On May 30, 2024, I accepted the resolution method from Vitamin Shoppe to settle the dispute w.r.t. complaint ID ********. However, its been over 20 days now and I still have not received any contact from Vitamin Shoppe to complete the order? Please help! Thanks! ****

Regards,

************
Business Response
Date: 06/27/2024
Dear ***************,
We apologize that a team member has not reached out. One of our corporate ************* agents will be reaching out to you today.
Have a happy and healthy day!

Sincerely,
***************************
Supervisor, *************
**********************
Customer Answer
Date: 07/06/2024

Complaint: 21733250

I am rejecting this response because:

So far, still no one reach out to me that I'm aware of. How are you reaching out to me? By email? By phone? When exactly? Please confirm.

Regards,

************
Business Response
Date: 07/25/2024
Dear ***************,
We have reached out by phone. The original agent that reached out is not currently in office. I am having a different corporate agent reach out to you today at Ph # **********.
I sincerely apologize about this. This is not the experience we want you to expect from us and we appreciate the chance to make it right.

Sincerely,
***************************
Supervisor, Customer Care
**********************
Customer Answer
Date: 07/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. As of now, PST 1:19pm, I await for someone from VitaminShoppe to contact me by phone.

Regards,

************
Initial Complaint
Date:05/16/2024
Type:Customer Service 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.
Was contacted by Vit Shoppe on 4/17/2024 re: a complaint I submitted; I then received the following email on 4/17/2024 My name is ********* from The Vitamin Shoppe corporate office and I am contacting you today about the review you left for us after your last chat. I apologize for the experience you had. We value all customer feedback, and I would like to discuss how we can turn this experience around. At your earliest convenience, you can reply to this email or give me a call at ************. I look forward to hearing from you.Have a happy and healthy day!*************************** ************* Phone Agent ********************************** I then sent 3 more emails to this *************************** on 4/18, 4/24, and 5/16---it is now over a month & this person has failed to respond. This is customer service or better stated, it is customer neglect!! As such I have ceased doing business with Vit Shoppe as they are not well informed about their products and are an appalling failure when it comes to customer service. Is she for real stating that "We value all customer feedback, and I would like to discuss how we can turn this experience around." Pathetic & obviously a scripted response to a long time loyal customer who has taken their business elsewhere. They lost out when the female CEO left the company as it has deteriorated since that time. No accountability by employee. Senior management at Vit Shoppe needs to be aware of how their employees are "NOT RESPONDING" to queries by customers.
Business Response
Date: 05/17/2024
Dear *****,
First and foremost, I would like to apologize to you for the experience you have had with us here at The Vitamin Shoppe. We appreciate you as a longtime customer and this is certainly not what we want you to expect from us. Please be assured that our leadership team has been made aware of your experience and we are working to ensure this does not happen again.
We appreciate your feedback and value your business. As an apology, I would like to offer you a $25 gift card. I can send this to your home address or email address. Please let me know which you would prefer. You can contact me directly at ****************************************** I look forward to hearing from you. Once again, I sincerely apologize for this experience.

Sincerely,
***************************
Supervisor, Customer Care
**********************
Customer Answer
Date: 05/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*****
Initial Complaint
Date:05/11/2024
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.
Saturday, May 11 I had the unfortunate opportunity to speak to the manager by the name of **** at the ***************** store. Absolutely horrible at his job, complain and unresponsive with reference to answering a simple question and giving me the knowledge that he should have as a manager. I called back he let the phone ring at least 10 times and then told me there's no district or regional manager I'm the manager that's what I'm here for but yet she is absolutely irrevocably horrible horrible horrible and knowledgeable at his job. Is he there? Why is he even a manager? Why would you employee somebody who is so terrible at his job. **** needs to go find another job where he can be a robotic unresponsive I don't care human because that's what he is.
Business Response
Date: 05/13/2024
Dear *****************************:
Thank you for contacting the Vitamin Shoppe. We appreciate your business and apologize for the experience you had in our store. We have forwarded this complaint to the District Manager that oversees that store. They will reach out to you at the contact information you have provided within three business days to discuss your experience. We sincerely apologize for your experience. That is not what we want you to expect from the Vitamin Shoppe and we look forward to making it right.
Have a happy and healthy day!
Sincerely,
***************************
Supervisor, Customer Care
**********************
Customer Answer
Date: 05/13/2024

Better Business Bureau:

At this time I am accepting the business response because I was told there was no district manager by **** and I am with hopes that vitamin Shoppe will keep their word and have somebody reach out
Initial Complaint
Date:05/09/2024
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 Feb 26, 2024 I placed an online order through The Vitamin Shoppe. It was 10 pack of UFC 300 prime drinks. (Order #: WO30368201/ $391.82). I contacted Merchant business on March 15th to request a return for my order due to some ingredients was not healthy for me. Their respond was a decline due to my order was over 10 quantity. The products it's unopened as well.
Business Response
Date: 05/20/2024
We thank you for reaching out regarding order WO30368201. Our policy does state that orders that contain 10 of the same item cannot be returned but we can go ahead and allow the return back to ***
The customer is responsible for the return shipping and once we receive the order we will go ahead and provide a refund back to the credit card. Please note store returns are not eligible for this order
Please return the order to the address below/ Please make sure to include a copy of your order confirmation that shows the order number so the returns department can identify the order.
The Vitamin Shoppe
Attention: Returns Department
112 The Vitamin Shoppe Way
Ashland, VA 23005
Customer Answer
Date: 05/21/2024

Complaint: 21691653

I am rejecting this response because:
Thank you for reaching back to me. But as you can notice the weight and the size of the packages shipping fee will exceed more than the product value it self, which will not be ideal and fair to me. Ill like to request an in store drop off. Or an option of providing labels from you guys ( As you guys have partnerships with shipping carriers that have access for lower rates). In such case, I could accept $20 dollars less of my refunds as a partial amount take off for the label. Thank you

Regards,

***************
Business Response
Date: 06/10/2024
Hello,
As per our return policy, any part of online orders over $200 may not be returned in store. Please refer to our return policy for more details: *******************************************. You may ship this order back to us at your expense for a full refund. Please note, there were no shipping charges upon purchase of the order.
Have a happy and healthy day!
Sincerely,
***************************
Supervisor, Customer Care
**********************
Initial Complaint
Date:04/30/2024
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 went to a store at **************************************, and encountered a rude, entitled manager by the name of **** and he was super rude when I asked for his name he rubbed his badge in my face that I recorded on video. He over-escalated the situation by not returning the product from order #WO61337828. He proceeded to say he wouldn't return it because it was opened when Vitamins Shoppe has a policy when it didn't matter and he didn't choose to and he kicked me out. He has anger issues towards helping customers. I also reported this to customer service and never got an answer or help back
Business Response
Date: 05/01/2024
We will mot be engaging further as there was an incident at a retail store involving this customer.
Initial Complaint
Date:11/17/2023
Type:Customer Service 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've been a long time customer of the ********, ** location. The new management forced me to no longer be a patron. This location always priced matched and never made my shopping experience complicated. The new manager changed that. In September, I went to make my usual purchase, asked for a price match and the manager did not adhere to the price match policies. She also clamied that shipping charges would apply to my price match purchase. Charging a customer for a service that is not provided is criminal. This is the issue that needs to be addressed. I brought this to the attention of the corporate offices and they failed to follow up with my complaint. I'm filing this claim to the BBB to bring awareness to other consumers about the bad practices this business partakes in.
Business Response
Date: 11/20/2023
Dear *********************,
We sincerely apologize for the lack of response from your September retail complaint. I have followed up directly with the district manager and you will hear back from them within the next ***** hours. We appreciate your feedback and your business, as I see you have been a long-standing customer. I apologize for this experience, and I am confident we can make this right.

Sincerely,
******
Senior Team Lead, Customer Care
**********************
Initial Complaint
Date:11/05/2023
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 ordered multiple items from them online and tracking showed delivered but the picture provided was of the wrong address. Not my house at all. I reached out to customer service and they are unwilling to help. I do not recommend buying from them at all.
Business Response
Date: 11/29/2023
Dear *********************,
I am sorry to hear that you did not receive your order as well as your poor experience with our ************* team. I have provided a full refund for your order. Please allow 2-3 business days for this to process with your bank.
I will also be looking into the contact you made with ************* so we can identify opportunities and improve for the future. We appreciate your business and value your feedback. I hope you have a happy and healthy day and holiday season!
Sincerely,
***************************
Team Lead, *************
The ********************** Shopp

Customer Answer
Date: 11/29/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

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

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The Vitamin Shoppe is BBB Accredited.