iHerb.com Customer Service Issues

I need assistance with a failed delivery due to a gate code requirement. During the day, I am unable to answer the phone to open the gate, so I added an alternative address in my account for delivery. The issue is that there is no clear instruction on what to do next. I request that the delivery service, LASERSHIP, be informed to attempt the delivery again at the new address. I cannot call either party, so kindly email me at [redacted] I have received deliveries successfully for a year without any issues.

I placed an order for magnesium glycinate on April 30th with order number [redacted]33. I have yet to receive it, and the tracking information has not been updated for over 24 hours. Hermes informed me that I should reach out to the seller as they have not received the item to deliver. However, iHerb's tracking system shows the item as in transit and advises me to contact the courier. This back and forth is confusing. Where is my order? Who currently has it, and when can I expect it to arrive? The delivery window was stated as May 5th to May 11th. Today is May 9th. I am quite unsure what is happening. Your assistance would be appreciated.

I am experiencing an issue with an Iherb ad on YouTube. The ad is extremely bothersome and overly aggressive, negatively impacting my day. I kindly request that the frequency of the ad be decreased or ideally removed altogether as it is very unpleasant. The advertisement is repulsive and appears to be the most unpleasant one ever created. I doubt anyone would be inclined to visit the website or make a purchase after being exposed to this advertisement. The distress caused by this ad has made me consider needing medication, but the thought of supporting your products is unbearable. I have a strong aversion towards your brand and find the ad to be unbearable. Please take action and discontinue this offensive ad immediately.

I have been a customer since [redacted]. My email address has been changed, but when trying to update it on your website, I was asked to confirm my identity through an email or text message. However, I no longer have access to the old email and you only have my home phone number. Please assist me with resolving this as I have already spent a lot of time on it. If it cannot be fixed today, I will have to cancel my account. -Ron / Miriam Feldman New email address: [redacted] Old email address: [redacted]

Hello customer service team, I recently returned a product, but I'm having trouble tracking it as the information provided is not working on the UPS website. Could you please confirm the receipt of my returned supplement, which was a single bottle order under the name Darlene M., with the email Darlene melendres[at]yahoo.com and the address as 31 Landing Laguna Niguel CA [redacted]? I have not received any refund or communication regarding this return, so I would appreciate it if you could follow up on this matter. Thank you for your assistance. Darlene

Good day. I need your help. I wrote a review about the purchased product - Maca, [redacted] mg, 60 Capsules, and it was blocked, saying it contains inappropriate language, even though there isn't any. I tried to modify the review by copying someone else's review that passed the check (just to test it) - and again, the review was blocked, stating there is inappropriate language and the $1 reward was not given. Please check this system error or advise where the inappropriate language is so I can rewrite the review. Thank you in advance.

Good day. We ordered 7 medications, but only received 6. I was informed that the missing one would be sent once it's back in stock. When it arrived, I couldn't pick it up at the post office as I was out of town. The medication was returned. How can I retrieve it or get a refund for it? Order #IH[redacted] from 03/04/[redacted]. The medicine is Earth's Bounty, Longevitrol, anti-aging formula, 30 ml (1 oz), costing [redacted] rubles.

I was expecting a delivery scheduled for yesterday, June 1. However, I received a notification that delivery was unsuccessful. I suspect this is because the delivery was attempted after 6:00 pm Pacific time when the building is closed. A new message now states the delivery will occur today at 7:00 pm, which is not suitable. Deliveries cannot be accommodated after 6:00 pm or on weekends. I am unsure why the sudden change in the delivery time. In the past few years, I have placed approximately [redacted] orders and have only encountered this issue once before. Please ensure all deliveries are completed before 6:00 pm when the building closes. This pertains to order number [redacted]82, which I expect to be delivered today before 6:00 pm Pacific time.

Yesterday, I purchased a plant-based baby formula from your website. I usually use Enfamil but had trouble finding it. I ended up ordering the pea protein formula for infants. However, upon closer inspection, I realized it's actually meant for toddlers. This was a mistake on my part, and now I am unsure what to do as my baby is only 5 months old. I would like to return the formula once it arrives and get a refund so I can buy the correct infant formula. Thank you.

This is my second order from iHerb, and for the second time, I've been notified that my package was delivered when it clearly wasn't. Despite living in a complex without lock boxes, UPS claims they delivered it to one. Trying to get help from UPS was frustrating, as their phone system seemed to have limited options and disconnected if you wanted to speak to a person. I'm disappointed with this experience and will not be ordering from iHerb again, neither will I continue my auto-delivery subscription with them.

Hello! I tried to pay for my order with a card from a German bank that belongs to my relative. The order is being delivered to the Prostibox office in the USA, but I keep getting an error. Can you please help me figure this out? I'm in Russia, and it's difficult for me to place an order directly. The currency exchange rates from resellers are much higher than the actual rate, but I really need these medications. As far as I know, I have successfully paid with a card from a European bank before. Maybe there are new restrictions in place, and I'm just not aware of them yet.

Hello iHerb Team, I would like to bring Order number [redacted]33 to your attention. We have encountered an issue with our recent purchase as we received three pairs of PRENATAL ACIDE FOLIQUE instead of the three pairs of PRENATAL MULTI VITAMINE we ordered. I have attached photos for reference. We kindly ask for your assistance in resolving this matter through your accounting and marketing departments. Payment has already been deducted from my credit card for the prenatal multivitamins. Could you please investigate the parcel number and verify the funds received for the services rendered on iHerb.fr? As a loyal customer, I trust in the professionalism of your customer service team to rectify this error. Please provide us with the necessary information or address within iHerb.com where we can swiftly address this issue. We appreciate your prompt attention to this matter and have faith in your established brand to correct this mistake promptly. Thank you for your cooperation. Sincerely, B. Leleux

I am extremely frustrated with the lack of updates regarding my parcel from iHerb. I have not received my delivery or a refund. This experience feels like a scam, and I demand prompt action to either deliver my parcel or issue a refund. Aramex informed me that the product was not handed over to them, despite the tracking indicating otherwise. It's disappointing that false information was provided, especially when Aramex already has my verification documents. I urge iHerb to expedite the delivery of my parcel immediately. Failure to do so will result in further action. The tracking ID is [redacted]6.

I have made three orders with your company so far, and I have always been pleased with the products and the fast delivery. However, this time, my order, shipped with DHL, has not been delivered despite being already paid for. The tracking information shows that it was shipped but then returned. This is a new issue for me, and I would like to either receive the products or get a refund. I am a loyal customer who enjoys shopping from your company and I hope this matter can be resolved promptly. Thank you.

I was finalizing my order on iHerb when suddenly the internet was disconnected in my city. Unfortunately, I was surprised to see that the amount was deducted from my account, and there were two transactions of 4 SAR each. I would appreciate it if you could investigate this matter and provide me with the items I ordered as I did not cancel the order, but the internet issue was beyond my control. Your assistance in resolving this matter is greatly needed so I can place a new order or retry on iHerb. Thank you.

Dear Herb Support Team, I need to report a complaint about unauthorized transactions deducted from my Bank Dhofar account on 4/7/[redacted] at 7:34 PM. I am not a customer of Herb nor have I placed any orders with them. Upon checking, I noticed that [redacted] OMR was deducted in four split transactions for payments to iHerb from my bank account. I quickly contacted my bank to disable my card. I am seeking immediate action on this matter and request a refund, please. Thank you. Best regards, [redacted]

Hi there, I recently canceled an order due to using my old address and received a refund in iHerb credit. I can view the credit in my account, and I would like to use it to pay for a new order I'm placing. When I proceed to checkout, I don't see any options to apply the credits to the payment. I'm eager to utilize my full credit to complete my order promptly. Thank you.

Currently, customer service inquiries can only be made via email or by initiating a live chat through the website when it's accessible. Contacting through phone to reach a customer service representative is no longer an option and a message directs all queries to be sent via email. Although email support is available 24/7, automated responses often provide generic articles that may not address specific questions. There is ongoing anticipation for a response from the customer support team to see if there are actual individuals managing the email channel. If iHerb continues with this approach of limited live assistance, the suggestion is to halt purchasing their products until a more direct human connection is established with customers.

Contacting customer service has now shifted to email or initiating a live chat after creating an account. The previous option to speak with a representative over the phone is no longer available, prompting a notice that directs all queries to email. While email support is accessible around the clock, the automated AI responses often provide generic articles that may not address specific concerns. I am currently awaiting a reply from the human team, hoping to verify the presence of actual people behind the email system. With the advancement of AI technology handling various support channels, including live chat and email correspondence, it raises a valid concern about the involvement of human agents in customer service interactions.

I placed two orders online, and as I was checking out, it stated that I would get free shipping if I reached a certain amount. However, I was charged for shipping on both orders, which is confusing. Now that the orders have arrived, I'm being asked to pay shipping fees for both. This is not what I expected. If this cannot be resolved, I will need to return the orders and request a refund. The order numbers are [redacted] and [redacted]. I look forward to hearing back from you soon.