iHerb.com Customer Service Issues

I recently received an order from iHerb, but I have never placed an order with them. On October 8, [redacted], I received an email stating that an order of three bottles of essential oils had been placed, which I did not authorize. Despite trying to contact them through phone, I was redirected to email or online chat. The customer service representative on chat mentioned that the order had already been shipped, advised me to refuse the packages, and said they would escalate the issue to their fraud division. Two packages arrived on separate days, which I promptly returned to UPS. UPS locations in Uptown Minneapolis and 54th and Nicollet Ave. handled the returns, and the tracking information shows the shipments were received by iHerb on 10/15/18 in Bristol, PA. I have all the relevant documentation and am requesting a refund of $[redacted].52 for the unauthorized shipment. I hope to resolve this matter without legal involvement. Thank you for your assistance. Don Larson [redacted] Stevens Avenue Minneapolis, MN [redacted] USA +1 [redacted]

I placed my regular order with I-herb and unfortunately, my package did not arrive. Lasership claimed it was left on my stoop, which is concerning due to the neighborhood's safety. I reached out to i-herb support, who kindly sent me a replacement order. After being notified that the package should have been delivered by February 8th or 10th, I waited until the 10th to find no sign of it. To my frustration, the tracking information states it was delivered on the 8th when it was not. This ongoing issue with Lasership's delivery practices has led to numerous email exchanges with i-herb, yet the problem persists. I am willing to pay extra for USPS delivery or provide Lasership with my gate code for access, as I have done in the past. I have left clear instructions for Lasership to contact me for building entry, but they have not made the effort. I am disappointed with the situation as I only wanted to receive my usual order without complications. It's challenging not being able to speak directly with a customer service representative during this frustrating experience.

I enjoy shopping at iHerb for their good products and service. However, I have encountered issues with my last two orders receiving the wrong items. I specifically requested melatonin sublingual but received lozenges instead. This mix-up has not happened in my previous orders, and I would like to receive the correct product without any additional charges. I have been a loyal customer for years and would like to continue shopping with iHerb. Please ensure the right product is sent to me as I have two bottles of the incorrect item that I cannot use. My email is D*****@***.com. I rely on melatonin for sleep and need the correct product. Thank you for addressing this issue promptly and sharing the resolution with all customers.

Hello, I am writing with great dissatisfaction regarding the service and requesting a full refund. I checked the tracking today and was shocked to find out that the package arrived on the 27th. UPS Tunisia, to whom I paid almost 50 Euros, didn't even call to inform me? Confirming, they did not call!!! My colleague, who is Tunisian, called UPS a few minutes ago and they confirmed that the package indeed arrived on the 27th and is at customs. I would have to go there and pay over [redacted] euros, and UPS IS WASHING THEIR HANDS OFF THE ISSUE! UPS IS FORCING ME TO OBTAIN A DOCUMENT THERE, WITHOUT WHICH I CANNOT CLEAR CUSTOMS, ABSURD!!! I wonder, what kind of service is UPS providing? Do I, who am not even from this country, have to understand Tunisia's customs rules, or should your company? I believe you will have to resolve my issue because I have no intention of picking up any package under these conditions! I look forward to a response. Felisa

I recently purchased supplements from iHerb on February 26, and they were delivered today in Australia. Unfortunately, I am quite disappointed because the Gaba Calm by Source Naturals that was sent is not the usual sublingual version my daughter takes. I had no idea there was another product with a similar name but in capsule form. I ordered two extra-large bottles, assuming they were the sublingual version, but they turned out to be the capsule form of Gaba Calm Mind. My daughter noticed this when she got home from school and did not open or use any of the capsules. We were eagerly awaiting the supplements as we had run out, so it was disappointing to receive the wrong ones. We would greatly appreciate a refund or an exchange for the sublingual version, which is approximately $14 less. Could you please advise on the necessary steps for returning the bottles? Thank you for your prompt attention to this matter. Best regards, Bridget M.

Hello, I recently purchased two bottles of Marine Collagen with order number [redacted] 00 [redacted] [redacted] and wanted to thank you for the quick response and the quality of your product. My initial total charges were [redacted].54 plus DKK 92.19 for shipping with DHL. Unfortunately, I encountered several issues with DHL including poor attitude from both management and couriers, delayed delivery, and a lack of professionalism. I was also asked to pay DKK [redacted] for custom clearance, which I found unacceptable. DHL claimed this was due to incorrect information in your ads. Despite facing a difficult situation, including a disrespectful driver without proper identification, I reluctantly paid the requested fees. I am now seeking a written apology from DHL's top management and request compensation for the inconvenience caused. I ask iHerb to address this matter with DHL and refund the extra DKK [redacted].5 I was charged. I await your response as I navigate this issue.

On March 6, [redacted], I made an order for four products with order number [redacted]. However, upon receipt, I was surprised to find that I received 2 FertileCM and 1 Royal Jelly supplement from Solgar, which I did not order. This is not the first time I have received the wrong products. As a Naturopath who frequently buys from your company, I am very dissatisfied with the service. I kindly request that you resend my original order with a minimum 30% discount applied to my account due to the inconvenience of paying double the tax and clearance fees. If this issue persists in the future, I will be forced to find an alternative supplier for my supplements. This is not the first time I have encountered this issue with my orders, such as in January when I received supplements I did not order. Please review my account for further details. Thank you for your attention and assistance.

My name is Friedrich Fischer, and my delivery address is [redacted]/51 Soi Du Dee in Pattaya, Thailand. I placed an order two hours ago and received an error message during checkout. Thinking the order didn't go through, I placed it again. After checking my email, I realized the order went through twice, and double the amount was deducted from my bank account. The order numbers are [redacted]58-0 and [redacted]13-0. This is urgent. I'm requesting that one of the orders not be processed, and half of the money be refunded. I just noticed the second order was shipped 50 minutes ago. This is a serious issue that needs immediate attention. Sincerely, Friedrich Fischer.

I am displeased with your poor customer service. The wrong products were delivered after paying over $35, causing me frustration and wasted time trying to contact you with no resolution. Unfortunately, there is no toll-free number or email available for customer support. -Frustrated Customer Order Number: [redacted] Order Date: April ** Two Missing Items: 1. Now Foods, Essential Oils, Rose Absolute, 1 fl oz (30 ml) 2. Paradise Herbs, ORAC-Energy, Earth's Blend, One Daily Superfood Multivitamin, With Iron, 90 Vegetarian Capsules

GetHuman Team, I still require assistance regarding Order# [redacted]04-0. I received the product yesterday with tracking number DHL[redacted]. DHL demanded an extra €21.22, explaining €6.72 was for import tax/duty and €14.50 for handling costs. I find this unacceptable. Recent communication with DHL revealed that iHerb should have informed me of these additional costs. If true, this will deter me from future purchases with iHerb. Despite past hassle-free experiences with iHerb, I feel let down. Your help is greatly appreciated. Thank you, Ingrid K. from Ireland

Dear iHerb Customer Service, I am reaching out regarding a recent purchase of four tin boxes of Royal English Breakfast teabags from HARNEY & SONS. There seems to be a discrepancy in the quality and packaging of the product as the taste and aroma do not match what I have come to expect from your brand. After careful examination, I believe there may have been an error in packaging where the "grey-line" tea was placed in the "red-line" tins in batch #[redacted]. As a loyal customer who has been enjoying your tea for over a year, I am disappointed by this experience. I would appreciate either a replacement or a refund for the unsatisfactory purchase. I am willing to return the items if necessary. I look forward to resolving this matter promptly. Thank you for your attention to this issue. Sincerely, Heddy Man

I used to be a customer of iHerb, and my last order was placed around two years ago. I had an account but forgot my password when I tried to order again recently. I used the "forgot password" option multiple times, but I never received a response or link from iHerb. I attempted to place an order yesterday and still cannot sign in. There doesn't seem to be an option to order as a guest, and I also noticed that the prices of products are not visible on the website; instead, there are strange combinations of letters and numbers displayed.

Subject: Discrepancy in Prices between US and China iHerb Websites Dear iHerb team, As a long-time loyal customer, I've recently noticed a significant price difference for the same products between the US and China portals of iHerb. Upon comparing two products, Herbatint Permanent Haircolor Gel and Mt. Whitney Coffee Roasters Organic Peru Decaf Medium Roast Ground Coffee, I observed varying prices on both websites. I have attached screenshots for reference. US price: [redacted] China price: [redacted] US price: [redacted] China price: [redacted] I would appreciate it if you could provide clarification on this matter. I understand that custom taxes may apply and are calculated separately during the checkout process for shipments to China. Thank you for your attention to this concern. Best regards, Sherry

I recently received my supplements from iHerb, but unfortunately, they arrived in poor condition. The pills were sticky and clumped together due to a heat issue during shipping. I'm having difficulty removing them from the bottle, and when I try, they burst into a unpleasant, smelly liquid. I'm curious about your refund policy and if I can receive a replacement with better quality packaging. Thank you.

Hello, I wanted to share an email that I sent to Iherb some time ago but have yet to receive a reply. I ordered a supplement from your company on May 12th for 29 dollars with delivery via DHL express. When the collagen supplement arrived, I was informed that I needed to pay an additional 34 dollars for taxes and duties, totaling [redacted]% of the original cost. As a young individual without income, I could not afford these unexpected charges and the product was ultimately returned. I believe the high taxes in my country might be a recent issue. I am seeking a refund for my purchase with hopes of being able to buy from Iherb again in the future once this situation is resolved. Here are the details of my order: Order number #[redacted]03, purchased with Visa card on May 12, [redacted]. My friend also tried to submit a refund form on the website but encountered issues. I appreciate your attention to this matter and look forward to your response.

Hello, I placed an order on June 7 and entered my credit card information for payment. I received an email confirming my order. The next day, I tried to check my order status through the email link and had trouble signing in with Google. I contacted iHerb support through chat and was informed that my account was deactivated, and my order was cancelled. I was shocked by this sudden development and was left wondering why my account was deactivated and who cancelled my order without informing me. I expected to receive an email regarding the cancellation, as is standard procedure for most online companies. Unfortunately, I have not received any communication or updates on my situation. Despite interacting with five different agents who forwarded my concerns to iHerb support via email, I have yet to receive a response. I urge the company to investigate this matter promptly.

I placed an order on August 8th, Order #[redacted]48. After receiving a confirmation email on the same day that it was shipped, I found out from tracking information that it was never received by the shipper. Despite multiple messages to iHerb customer support expressing my concerns, I was repeatedly told to wait and that it would arrive soon. However, as of August 13th, there was still no sign of my order, and after reaching out again, I was informed that it was never sent. They claimed they would re-ship my order, issued a refund with confirmation number RA[redacted][redacted], and offered a $5 credit for my next purchase. However, this morning they stated that my order was not going to be shipped to my address. After facing continuous issues and delays, including being told my order would now arrive on August 21st, I am incredibly frustrated and just want a full refund as this experience has been a complete mess.

I recently purchased shampoo and conditioner. I was expecting to pay $15.91 for the 12 fl Oz shampoo and $14.63 for the 14 fl Oz conditioner, but my credit card statement showed charges of $31.82 for the shampoo and $30.85 for the conditioner. I feel like I may have been mistakenly charged for larger sizes. Can you please clarify this for me? As a 73-year-old, every dollar counts, and this price difference was quite a shock. Thank you. - L. Boakes.

I've been a loyal customer of iHerb for years, but I've noticed lately that getting assistance has become increasingly challenging. Recently, I encountered an issue with a promo code promotion sent via email on September 5th. The email stated that I could use the promo code 23AROMA for a 23% discount on aroma therapy & essential oils until September 5th. Unfortunately, I faced difficulties placing an order within the given timeframe, as I realized later that the deadline was on the same day the email was sent. This experience has left me frustrated and confused about the current state of your website's communication and promotions.

I split my time between Mazatlan, Mexico, and the United States throughout the year. Carrying all my medications and supplements in my suitcase when traveling is cumbersome due to the weight it adds. I have heard conflicting information about shipping supplements internationally, and I am unsure if it is allowed. I am interested in placing an order to be shipped to Mazatlan zip code [redacted] but need clarification before proceeding. Unfortunately, I am not currently in Mexico to inquire with the customs office. Your prompt assistance with this matter would be greatly appreciated. Thank you.