iHerb.com Customer Service Issues

I am a loyal customer based in Australia and typically shop through your online platform. Recently, I realized I ordered the incorrect product, specifically 3 Black Walnut and Wormwood Extract oils, which are unopened and still sealed in their plastic wrap. I would like to return these items and exchange them for 3 Oregano oils, despite the price difference. Instead of a refund, I would appreciate a credit to my account. I can provide the necessary invoices as proof of purchase if required. Please credit my account once the returned products are received by iHerb. You can reach me via email at [redacted] Thank you for your assistance. Sincerely, Anna Kunwar 6 Pearen St, Clontarf, QLD, Australia

I have noticed my name, C. AmaKai Clark, associated with products on iHERB through Facebook. I do not recall any affiliation with iHERB, and I am concerned about my name being used without permission. I request the immediate removal of this error as I have saved evidence of the pages where my name appears. I am taking this matter seriously and have involved my lawyer to address any potential legal violations related to false advertisement or unauthorized use of my name by iHERB. Please handle this matter professionally and promptly. Thank you.

I've been struggling with addressing an issue with my recent order. I've tried various methods, including updating on the website, engaging in a live chat, and attempting to send an email without success. Let me clarify the problem with my order: I placed an order for 2 SOLARAY organic turmeric bottles but only received one, along with an unrequested SOLARAY maca bottle. My order number is [redacted]83. Following advice from live chat, I tried taking photos of the maca bottle, but I encountered difficulties uploading them from my camera. Although I managed to take pictures with my phone, I realized I need to set up email on my device to send them, which I prefer not to do. Phone customer service is no longer an option, and my email attempts have been unsuccessful. Please communicate how I can return the maca bottle to you. Additionally, I request the cancellation of my turmeric order, a refund, and confirmation that my future orders will be terminated. Thank you.

I have been a loyal customer for over a decade. On 6/3/18, I placed an order for 49 count softgels of Omega-3 Fatty Acid, and it has not arrived yet. The shipping information indicates that it is still in transit. It has been three weeks now, and my family of three depends on this product daily. I received an order confirmation and my credit card was charged, but the product has not been delivered. Unfortunately, I am unable to contact anyone by phone for assistance, which is quite frustrating. I am requesting help to expedite the delivery of this item within the next 2 to 3 days. Thank you, Dawn M. S. [redacted] I would greatly appreciate a phone call to address this issue. Furthermore, considering the delay in receiving my order, I believe I should receive some form of credit or a complimentary product, given my long history of purchasing from your company.

My credit card was compromised and has been shut down. Amazon noticed unusual activity, preventing further orders. I spoke with a representative regarding suspicious emails received. I require a return slip for the unauthorized order and will reset my password for account access. As the existing card is invalid, a different method for refund is needed. Kindly reach out at [redacted] to discuss the reimbursement process. Thank you for your assistance. - Patricia

Order number [redacted]30 with the account under [redacted] has not been delivered yet. I am facing issues with the courier company SPSR as they provide conflicting updates daily. First, on July 17th, they claimed they couldn't find the recipient or the address. Then on July 18th, they stated my order was handed over to DPD courier without any prior information. Yesterday, they assured delivery by July 20th and promised to contact me on telephone +[redacted]2. I am unsure when I will receive my order. When I requested to speak to a senior manager at SPSR for customer service, they refused to transfer me, showing a lack of customer care. I am disappointed that iHerb, a reputed company, uses such an unprofessional courier service like SPSR, causing customers stress and uncertainty. I urgently need the responsible person from the courier company to contact me via telephone and email to ensure prompt delivery of my order.

I ordered the Aubrey Organics, Rosa Mosqueta Luxurious Moisturizing Lotion but received 2 bottles of Aubrey Organics, Rosa Mosqueta Body Lotion with Rose Hip and Seed Oil instead. The body lotion is greasy and does not smell like roses as advertised. The bottles sent look different from the website image. I am requesting a full refund. Please provide a return label to send back the incorrect items to [redacted] I closed my Gmail account but can be reached at [redacted] For further assistance, contact me via the iherb account I just created. Thank you. - Barbi Ino

Regarding Order No. [redacted]38 placed on 8/21/[redacted], the cost was $19.04. The customer, Barbara S. Ino, had initially used [redacted] to order but this email account has been deleted. The current email for correspondence is [redacted], and the phone number is [redacted]. The order was for the "Aubrey Organics, Rosa Mosqueta Luxurious Moisturizing Lotion, but two bottles of "Aubrey Organics, Rosa Mosqueta Body Lotion with Rose Hip and Seed Oil" were received instead. The customer is unsatisfied with this product as it differs from the original in scent and texture, and the packaging is different, with fuschia covers instead of pink roses. Barbara is requesting a full refund. She has created a new account on iHerb with [redacted] and asks for a return label to be sent to this email. For further queries, she can be reached at [redacted]. Thank you, Barbi Ino.

I have concerns that some corrupt individuals, potentially from law enforcement, may have tampered with the melatonin I purchased from your company. These same individuals have been causing trouble in my life for over two years, and I suspect they may try to manipulate your staff. While I understand this is not your fault, I need reassurance that they will not be able to interfere with my orders. Thank you, Michele

Hello, I am exploring potential sponsorship for my YouTube documentary series. I will be traveling to the Indonesian jungle to interview one of the last cultures living without industrialization and western medicine. My background is in physiology and psychology, and I am keen to showcase the differences between western health and natural herbal medicine. I aim to understand their cultural norms regarding chronic illnesses like depression, anxiety, insomnia, and diabetes. I believe in the power of natural medicine and wish to contribute to a movement reshaping our health system. If you are interested in supporting this endeavor and joining this journey, I would be thrilled to have you on board. Thank you!

I recently placed an order with the expectation of expedited delivery by October 8th. However, after receiving tracking information indicating the package was only "ready for shipping" with a new arrival date of the 11th, I was disappointed with the delay. I reached out to iherb via chat, as their phone contact information was not easily accessible, to try and change the delivery to overnight. Unfortunately, the chat abruptly ended before my issue was resolved. Subsequently, I received multiple emails from different individuals, some of which were difficult to understand. Despite being directed to the shipping company for assistance, I ultimately requested a return of the package. I am now seeking assurance of a refund, as the delayed delivery no longer suits my needs. The customer service experience at iherb has left me feeling frustrated and disappointed, as I believe there were opportunities for a more satisfactory resolution.

Hello, I'm reaching out regarding my undelivered package. It's been more than a month, and despite a shipping address mix-up that was promptly corrected, my package has been circling Australia and is now on its way back to the USA. I've tried contacting iHerb's customer service, but there hasn't been any resolution. I don't want a refund; I simply want to receive my items. Please assist in resolving this issue and maintaining communication with me. Order Number: [redacted] Tracking Number: BZ[redacted]5 Name: Z. Hamilton Address: 7 Spinebill St, Burleigh Waters Postcode: [redacted] State: QLD Country: Australia Phone: [redacted] [redacted] [redacted]

Subject: Ongoing Issue with Order [redacted]08 - iHerb Customer Service Concerns I have not received any response from iHerb regarding the damaged item in shipment since my last communication. It is disappointing that my concerns have been ignored, and I am beginning to doubt if iHerb will address this. I refuse to make any further purchases until this matter is resolved. Should I start looking for a new supplier due to the lack of responsiveness from iHerb customer service? I am still hoping to receive a satisfactory resolution to this issue. Thank you, Huguette C. Email from H. Coderre <[redacted]> on October 17, [redacted]: Hello, I am following up to inquire if there have been any developments in replacing or refunding the damaged product from my recent delivery. Kind regards, Huguette C. Email from iHerb Customer Service <[redacted]> on October 15, [redacted]: Dear Huguette Coderre, We apologize for the inconvenience caused by the damaged item in your recent iHerb order. To proceed further, could you please provide additional photos displaying the Product Label and the UPC Code or Barcode of the product to investigate this matter with the manufacturer? This information will help us resolve the issue promptly. Please feel free to let us know if you have any other questions or concerns. Best regards, Racso L. iHerb.Com Customer Service

Hi there. I'm reaching out from Israel. I purchased 3 bottles of vitamins, but unfortunately received the wrong ones. I'd like to place a reorder and return the incorrect ones to the company. This was my mistake. How can I proceed with this? Thank you.

When I navigate through the reader's section on your website using my phone, I sometimes unintentionally select the "report abuse" or "no" options while scrolling through comments. It would be helpful if there was a confirmation feature, similar to what Amazon has, to verify such selections to avoid providing inaccurate feedback accidentally. I noticed that the comments left by readers contain valuable information, and I regret giving negative feedback unintentionally with no option to rectify it. Additionally, I attempted to contact Iherb using the provided phone number on your website but was unable to speak with anyone. This lack of direct phone support could deter potential customers like myself from making purchases. It is puzzling that a contact number is listed but not answered directly, which may not align with the expectations of customers, particularly those interested in supplements who may prefer live support over online communication. While I believe Iherb is a reputable company, the absence of traditional customer support may hinder customer acquisition and retention, especially among older demographics.

When I'm ready to place my order, I am directed to the sign-in page even though I am already signed in. When I try to sign in again to complete the process, it seems the link is dropped because I end up with a blank white screen that leads nowhere. I have attempted to log in and out, tried using different servers, and explored the in-site process for resolving such issues, but it's been nothing but frustrating as I find myself stuck in an endless loop. This problem has persisted for almost two weeks now, and I am getting quite frustrated and feeling like I am being given the runaround. Please provide assistance. Thank you, Deborah.

I placed an order on Saturday, October 20, [redacted], after hours. Within 5-10 minutes after submitting the order, I discovered information on the website stating that individuals with gallstones should not use the product I ordered due to potential serious medical consequences. I promptly sent a message requesting the cancellation of my order to iHerb, but I have not received any confirmation if the order has been canceled. I ordered Curcumin 95% Natural Turmeric Extract - 50g Pure Powder at 8:20 PM CST after learning about it from a friend who buys from Bulk Supplements. However, I realized after placing the order that it is not suitable for me as I have gallstones, making it unsafe for me to consume curcumin supplements. I urgently asked for the order cancellation due to health reasons and financial constraints. I am a disabled senior on a fixed income and cannot afford to keep an order that poses a risk to my health. I left a message on iHerb's answering machine and now I am reaching out here to ensure the cancellation of my order. Thank you for your help.

I am experiencing difficulties finalizing a current international order using PayPal through IHerb Australia. During the checkout process, I encounter an issue where I am redirected back to PayPal prompting me to add a debit or credit card to proceed. Despite inputting all the necessary information and confirming with PayPal that my account and card are in good standing, the order cannot be completed. PayPal suggested trying to place the order directly through IHerb using a different browser as a possible solution. However, I prefer not to switch browsers and would rather complete the transaction over the phone with a live customer service agent. I understand that phone support is no longer available, but I find the chat option confusing and would appreciate a more direct way to resolve this issue efficiently. My friend urgently needs the supplements, and I hope to find a swift resolution to this problem. Thank you, - M

As a loyal customer of iHerb for many years, I have been attempting to log into my account for the last 20 minutes without success. Despite entering what I believed to be my password, I keep receiving error messages. I tried to reset my password, but the email link did not work. After requesting another password reset, I am still unable to access my account. If I can't log in within the next five minutes, I will have to place my order elsewhere.

I recently received an order from a third-party seller on iHerb which was a substitution that I did not approve. After returning the unwanted product and getting a refund, I contacted iHerb via live chat. The agent assured me they had the correct product in stock, but I received the incorrect item again after purchasing directly from iHerb. I encountered difficulty reaching a live agent by phone as the number led to a recording. During the chat, an agent confirmed they substituted the product I ordered without my consent. I was instructed to send pictures of the items received for a claim to be processed, leading to a delay in receiving a return label. I was also informed that a refund would only be issued upon returning the incorrect merchandise.