Vitamins and Supplements
The Vitamin ShoppeHeadquarters
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 ComplaintThe 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:09/26/2023
Type:Product IssuesStatus: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.
September 26, 2023 Dear ****************:I write today as a horribly distressed customer after receiving a ******************* Liquid Vitamin with the seal completely missing, as an in store order pickup for order WO29446465. You will note my shock when phoning in to your ************* I was denied this refund, and as advised I am nowhere near a store now on my way to ************, **, for 16 weeks for work as a travel nurse.As such this matter merits urgent refund in full as well as a sizable gift card credit towards a future purchase, prior to further consumer action. This matter is abhorrent and time urgent.Thank you kindly for your immediate response and refund of this damaged item.Yours,***************************** ************** M.Business Response
Date: 09/27/2023
Email Address: ************************
Healthy Awards Account #s: ********* & 9997117333
Dear *****************************:
Thank you for contacting the Vitamin Shoppe ***************** This email is to acknowledge that your complaint submitted to our CEO ******************* was received regarding your order WO29446465, which was a Buy Online Pickup In Store order from September 26th,2023. Please note upon reviewing yesterday, prior to you escalating, we went ahead and processed a full refund, which should be received on your end within ***** hours in the amount of $49.60.
Due to this being a re-occurring issue (your last three orders with the Vitamin Shoppe), we would ask moving forward to please check your order and items in its entirety prior to leaving our store.
In the future, please free to reach out to me directly with and questions or concerns.
Sincerely,
*******************************
Manager, *************
**********************
**************************************
From: ***************************** <************************>
Sent: Tuesday, September 26, 2023, 2:25:11 PM
To: ***************************************** <*****************************************>;******************* <**********************************************>;***************************** <********************************************************>
Subject: [EXTERNAL] Time-URGENT GUEST GRIEVANCE
External Sender. Please do not click on links or open attachments from senders you do not trust.
September 26, 2023
Dear ****************:
I write today as a horribly distressed customer after receiving a ******************* Liquid Vitamin with the seal completely missing, as an in store order pickup for order WO29446465.
You will note my shock when phoning in to your ************* I was denied this refund, and as advised I am nowhere near a store now on my way to ************,**, for 16 weeks for work as a travel nurse.
As such this matter merits urgent refund in full as well as a sizable gift card credit towards a future purchase, prior to further consumer action. This matter is abhorrent and time urgent.
Thank you kindly for your immediate response and refund of this damaged item.
Yours,
*****************************
************** M.Customer Answer
Date: 09/27/2023
[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,
*****************************Initial Complaint
Date:09/08/2023
Type:Sales and Advertising IssuesStatus: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 had two items stolen from my order WO29315582. The delivery driver did not deliver the items to my door.. The tracking info provided by Vitamin Shoppe said the delivery was going to arrive on September 13th. They ended up 'arriving' on the 6th and I didn't get an email notification for the early arrival. I didn't notice one it was mine until the 7th when I noticed I had only one tub of protein out of 3 in my order present. Not only that, but the order wasn't even delivered to my address. There was a proof of delivery photo but the photo was not taken remotely close to my actual address. It was in the same building but not near my apartment. It was a fluke that I even walked by to notice it in the first place. I talked to customer service twice and they claimed they could not do anything to issue a refund or replacement for items I don't have that were not delivered to the unit on my address.Business Response
Date: 09/19/2023
Hello *********************:
Thank you for contacting us. As discussed on your interactions with our *************************** we will be unable to refund or reship the items.
Sincerely,
the Vitamin Shoppe
Corporate Office
Customer Answer
Date: 09/20/2023
Complaint: 20573708
I am rejecting this response because: The items were stolen from my complex, the photo taken was not by my front door which means it was not delivered to the correct address, the email I got from your website stated the package would arrive a week later than it did so I wasn't looking for packages around the building which I usually would do if I was expecting something, and I was not able to get a refund due to mistakes not of my own doing for a purchase I had made.
Regards,
*********************Business Response
Date: 09/20/2023
Hello *********************:
Thank you for contacting us. We have sent replacement items for two of the proteins and these two also show delivered. At this time, we could refund in full to resolve.
Please advise.
the Vitamin Shoppe
Initial Complaint
Date:08/02/2023
Type:Delivery IssuesStatus: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 WO29088663 Was supposed to be delivered 3 days ago!! I needed my package fast and I was hoping delivery would be fast. I checked tracking from laser ship and it was marked as delivered, and the delivery photo wasnt my house!! What the heck??? Laser ship is one of the worst shipping carriers out there I dont understand why other ones arent used, their customer service is terrible and so is ***********************. I went in store to get the items I needed that werent delivered and I called them to try to get a refund and explained that I dont recognize the delivery photo and Im not sure where it went the agent advised me they could not help me, absolutely ridiculous customer service and this is my first and last time using vitamin shop and wouldnt recommend to others, terrible!Business Response
Date: 08/08/2023
Thank you for reaching out to The Vitamin Shoppe. We apologize for any inconvenience with not receiving your order. Your order has been refunded in full. Please allow 2-3 business days for the refund to process with your bank. Please note, we may not be able to provide refunds in the future for orders with photo proof of delivery.
Do not hesitate to contact us with any further questions or concerns.
Have a happy and healthy day!
Sincerely,
***************************
Senior Team Lead, Customer Care
**********************
Customer Answer
Date: 08/08/2023
[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,
*****************************Initial Complaint
Date:07/20/2023
Type:Product IssuesStatus: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.
Re order # WO60198047 Cancelled subscription two months ago. Received an email today and from my bank that a vitamin shoppe order has been auto shipped to me and my bank account has already been charged. Would like a refund and this order cancelled. The product they are shipping me I don't need or want. Refund and cancel. They did charge my account because I received a message from my bank showing the charge for $55.71.Business Response
Date: 07/21/2023
Dear *********************************,
Thank you for reaching out to The Vitamin Shoppe regarding order WO60198047. After review, I see that your Auto Delivery subscription was started on 5/21/2023 and we do not have a record of cancellation before the most recent order which is why the order was placed. An order reminder was also sent on 7/17/2023.
Order WO60198047 was cancelled yesterday, 7/20/2023. You have not been charged for this order, however you may see an authorization hold. This authorization will not be charged and will be released within 2-3 business days, depending on your bank. Your Auto Delivery subscription was cancelled yesterday, 7/20/2023.
If you have any further questions or concerns do not hesitate to contact us at *************************************** or ************. Have a happy and healthy day!
Sincerely,
******
Team Lead, Customer Care
**********************
Initial Complaint
Date:06/09/2023
Type:Order IssuesStatus: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.
They do not honor their return policy, they said they will except opened merchandise in their return policy, when I contacted them, they said because I opened the products, I couldnt return. I was just enquiring if they would send me a prepaid shipping label, so that I would not have to pay $30 to ship a big box back to them, now they are saying they wont except my return at all??!! Vindictive.deceptive business practices.Business Response
Date: 06/20/2023
Dear ***************************,
Thank you for reaching out to The Vitamin Shoppe corporate office. We apologize for your dissatisfaction with your purchase as well as your experience with trying to return. According to our return policy, we do accept opened merchandise. All agents involved will be coached. To resolve, I will go ahead an issue a full refund of $120.50 back to your original form of payment. You may dispose of the merchandise. Please allow 2-3 business days for the refund to process, depending on your bank.
Once again, we apologize for your experience. We appreciate your feedback. Have a happy and healthy day!
Sincerely,
******
Senior Team Lead, Customer Care
**********************
Initial Complaint
Date:06/02/2023
Type:Product IssuesStatus: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.
June 2, 2023 Something was auto delivered, I asked for it to be cancelled. They stated they could try but wouldn't guarantee it. I don't want the items, the only thing they offered was to return it to a store which I do not live nearby. I just want it refunded and return the item via mail for free, if necessary.ORDER: #WO59968953Business Response
Date: 06/20/2023
Dear *****************************,
Thank you for reaching out to The Vitamin Shoppe corporate office. Your order WO59968953 was successfully cancelled on 6/2/2023. We apologize for any inconvenience. Please note that agents do not have the ability to cancel most orders once they are placed, but we can request a cancellation with out distribution center which was done in this case. In the event a cancellation cannot be done, customers can return items according to our return policy. If you have any further questions or concerns regarding your order, you can reach out Mon-Sun 9a-9p Eastern at ************.
Have a happy and healthy day!
Sincerely,
******
Senior Team Lead, Customer Care
**********************
Initial Complaint
Date:05/18/2023
Type:Product IssuesStatus: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.
One of my orders with The Vitamin Shoppe in the amount of $202.47 was never received. The company provided a vague photo of 4 packages that were delivered by the courier to my building (some were clearly not even Vitamin Shoppe packages) and claimed that mine was among them. I did not receive the package. The company refused to issue a replacement or refund my money. They need to either refund me, or replace the items, or issue store credit.Business Response
Date: 05/30/2023
Hello ***************************:
Thanks for contacting us and do apologize for the recent order experience. Can you please confirm or provide the order confirmation of the order in question? Once received, we will provide a resolution.
Sincerely,
Customer Care Management
Customer Answer
Date: 05/30/2023
Complaint: 20078261
My order/confirmation number is WO28380752 (from April 5,2023 for $202.47).
Regards,
***************************Business Response
Date: 05/30/2023
Hello ***************************:
Thanks for confirming the order number in question. We show that at 11:35am EST today, Tuesday March 30th we did a replacement for this order in full, which will ship out within 24 hours.
Please confirm this should now resolve the matter.
Thank you,
Customer Care Management
Initial Complaint
Date:03/11/2023
Type:Service or Repair IssuesStatus: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.
Hey,I have been charged unknown amounts on my card and also to my account. My account number is **********. I was charged $53.98 and $58.71. I havent purchased anything from you and I was charged these amounts. And there was return of an amount of $29.99. The account has been sitting idle.Business Response
Date: 03/22/2023
Thank you for reaching out to the Vitamin Shoppe regarding your unknown charges. We apologize for any confusion. Here are the charges and refunds I see on your account from this year:
**Please note, your account has been deleted as requested on 3/11/23**
1/16/23 - Order 00324230103724689100 placed in store for ship to store. picked up order on 1/24/23. Charge of $58.64.
1/17/23 - buy online pick up in store order WO41112251. Charge $29.32. An auto delivery subscription was also started on this order.
2/8/23 - Auto delivery order WO59400336 - Charge 65.16
2/13/23 - In store return, refund 65.16
3/2/23 - In store return, refund 29.99
If this seems incorrect, please give our ************* phone number a call at ************. Have a happy and healthy day!
Initial Complaint
Date:02/10/2023
Type:Delivery IssuesStatus: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 2/4/23, I ordered many supplements as I had ran out and was looking to restock before leaving town. They came in 4 different shipments and I had only ended up receiving 2 of the MANY items that I ordered in a $528.06 total order. I contacted live support and they were unable to help me. Now I am at a loss of money as I never received the items I ordered. This is a very disappointing experience as I have been a longtime customer of this company. My order number is WO27969597.Business Response
Date: 02/21/2023
To Whom it May *********************** *************************** placed order #********** on February 4t, 2023. The grand total of the order was for $528.06 for a total of (11) items shipped by two delivery carriers, ***** and DHL.
Customer chatted with us and stated 2 of the 11 items were delivered and that 9 items were sent in two other packages via DHL; ***** shows delivery confirmation with proof of photo delivery. Our agent advised the customer that the package from DHL containing Oxyshred Ultra Mango, Prjct Black Pre-Workout, Iso-100 Birthday Cake, and Creatine & Glutamine Fruit Punch can be replaced. Customer requested a refund instead, but as we do show it was delivered we advised the customer we could only reship the items or dispute the charges with their credit card provider due to delivery confirmation via DHL.
In an effort to resolve, we would still honor an expedited one time reship for the items that claim to be not received that were handled by DHL.
Thank you,
Customer Care Management
**********************
Customer Answer
Date: 02/21/2023
[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,
***************************Initial Complaint
Date:01/08/2023
Type:Service or Repair IssuesStatus: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 know this may come off as an employee complaint, but it is pertaining to the company as a whole. I went to this Vitamin Shoppe yesterday (Saturday, January 7th, 2023) to meet a young man face to face and see if we could find a resolution to a question I had asked him about days earlier. He was new to the business and was candid about his lack of knowledge about the products within the store. I thought this was strange, but I appreciated his candor and continued to try to retrieve what I was searching for. While I was there customers heard me speaking to the young man about what I was looking for and the clients it may behoove to sell to, Other customers were trying to checkout so I would walk away to shop for other items I was looking for in the store. While shopping I asked one of the other associates, a young lady who apparently knew as well, where something was. She answered me in an aloof manner and walked away. I then went to the manager, the young man and I could not decern the difference in the packaging of a product. When I tried to address my questions to the young lady (the manager) she spoke to me in a condescending manner. When I saw that she was not knowledgeable, I told her "never mind" and walked back toward the counter where the young man was. She yells to the young man indignantly "yeah, he is ready to checkout". Annoyed at her behavior, I calmly told the young man, "actually, I am not going to buy anything here" and thanked him for his help. She proceeded to verbally accost me hurling vulgar language at me as I was trying to leave. I am completely appalled that employees feel liberal enough to behave like this. I did nothing (did not raise my voice, nor use vulgar language) to warrant this kind of treatment. If this is how this company operates now, I am fine with that, but I will no longer be a customer. Even further, I implore that ********************** views the reviews here. There has not been a positive review of this location in well over.Business Response
Date: 01/15/2023
Dear *******************,
First and foremost, I would like to apologize for the experience you had in our store location. This is certainly not the experience we want our customers to have. I would like to share your concerns with Retail Leadership and the District Manager that oversees this store location. Please reply to this message or email me directly with the store location you visited so this can be addressed properly. My direct email address is ******.*******@vitaminshoppe.com
We appreciate your feedback and sharing your concerns so we can improve the customer experience in our store and to ensure something like this does not happen in the future. Please feel free to email me at anytime with any further questions or concerns. Have a happy and healthy day!
Sincerely,
***************************
Senior Team Lead, Corporate Customer Care
**********************
Customer Answer
Date: 01/15/2023
[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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