Complaints

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:10/09/2024

  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 was searching the internet for homeopathic / self-help home remedies to try and I came across the Herb-Pharm website. Most of their herb drops have confusing names so I sent several emails asking for a suggestion to try for a very common condition. I emailed several times to: ******************************************************************** and the other email address they seem to use in their marketing. Herb-Pharm failed to even acknowledge my many emails so I decide to take a chance and order a few different bottles. -See the confusing product names on the attached invoice and their website. When the three bottles arrived I realized that I made a mistake and ordered the wrong things. I decided to try sending another email through their formal website contact form and received one balanced reply suggesting a formula to try from ******* and another email from ***** that seemed almost militantly paranoid to even offer a me product suggestion. ***** asked which items I wanted to return and asked for the order number. I send ***** the order number and I have not heard back from ***** or ******* about returning the order for exchange or refund. When considering the life-time value of a natural products customer, it seems that ***** is especially short sighted. I really would prefer a refund because I do not trust that ***** has a sound mind. -read her email. Why has it taken so long for Herb-Pharm to reply? Did they have to call a board meeting to refund 50 bucks? Herb-Pharm does not make sense and other buyers should really beware. If Herb-Pharm had replied to my many emails I would not have ordered the wrong thing(s) and be in this situation. Please help!

  Business Response

  Date: 10/10/2024

  To Whom It May Concern: 
  
  Thank you for reaching out and allowing us the opportunity to resolve this issue and provide clarity.  I have attached our email correspondence with Mr. Walters.  As you can see, we responded each time within 1 business day, with the exception of Tuesday's email which has taken 2.  We do apologize for that delay.  It is our goal to respond within 1 business day when at all possible.

  We do offer a 30 day return policy as listed on our website.  We are happy to take this order back and issue a refund of the purchase price upon receipt.  Please return to the below address and reference the return sales order listed:

  Herb Pharm
  RSO #2024-83892-00
  5448 Bierson Way
  Central Point, OR 97502
  
  As mentioned in the email correspondence, as manufacturers of dietary supplements, we are not able to provide direction regarding medical conditions or diseases.  We provided the recommendation of our Urinary System Support formula as it is our most popular product for supporting the urinary tract.  We also provided resources to locate a healthcare practitioner in the customers area for more specific advice regarding the medical condition mentioned.  Our purpose and mission for the last 45 years is to provide the highest quality supplements to our customers and to be as transparent as possible as to their efficacy and quality.  Due to FDA regulations, we are limited on the use information that can be provided. We hope that this provides additional insight.

  Sincerely,

  Wendy Santoni
  Sr. Sales Operation Manager

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ***** This herb tincture is to strong, it produces too much of a cooling effect. It's defective. I emailed their customer service, but they didn't answer, but rather forwarded it to another department, like the one that makes it and they were defensive and said I was dumb. Herb Pharm is out of touch. I was already mailing back one order, so I put it in the same box. They now say they won't accept it and will mail it back to me. A store credit is okay.

  Business Response

  Date: 12/05/2023

  To whom it may concern, Herb Pharm has a 30 day return policy for any reason.  **************** contacted our office after this time had already lapsed.  He stated that the product was "defective product. This is too strong, it has too strong of a cooling effect".  ********************** reviewed our retained samples and they did conform to our specifications, the same as the prior bottles that were used by the customer.  **************** described that he had been using the product topically which is against the suggested use.  This product is indicated for internal use, as indicated on the label.  As a one time goodwill, we agreed to credit 50% of the purchase price as an account credit.  The below email was sent to the customer.

  From: Sales <*************************************>
  Sent: Thursday, November 30, 2023 3:23 PM
  To: ************************* <*********************>
  Subject: Hemp Order QA 4676
  
  Hello ******,
  
  We have evaluated our retain samples for each of the batches associated with your order (both the alcohol-based Hemp Extract and the ********* and have found that both batches meet our specifications. You mentioned using the product(s) on your chest, however both of these products are dietary supplements, not topical products, and as such are specified for internal use. We are not able to provide guidance on, nor comment on the effects of, using our products in a manner other than what is stated in our suggested use instructions on the product label. We do also recommend that when customers are trying one of our products for the first time, that they begin with a 1 oz. bottle to determine if the product works for them prior to ordering larger sized bottles or multiple quantities. 
  
  As our *************************** pointed out in a previous email, our return policy is to provide a refund or credit to your account if you contact us for a return authorization and return product to us within 30 days of receipt. We understand that you have decided to return the product to us outside of our normal authorization procedure. Having said that, as a one-time courtesy we can offer you a 50% credit on the bottles we receive back. 
  
  We hope that this resolution is satisfactory. Thank you again for providing your feedback.
  
  Warmly,
  ************************;(she/her)
  Herbalist + Researcher, ***************** Department

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20934769
  
  I am rejecting this response because:

  50% is too big a loss for one person or customer to take.

  Also, I looked at the labels on the website and I don't see where it says for internal use only.  

   Herb Pharm has a great reputation, unfortunately its staff is defensive and argumentative.  I spend a lot of money on Herb Pharm items.  Where is the respect for customers?

  
  Sincerely,
  
  **************