iHerb.com Customer Service Issues

I have been a loyal customer of iHerb for many years. Recently, I encountered some issues with an order that I returned, and despite providing all the necessary documentation, I did not receive a refund even after two months. After facing challenges in seeking assistance from iHerb's customer service, I had to dispute the charges with my credit card, which unfortunately led to my account being blocked. I am currently struggling to reach someone at iHerb to address this matter, but my attempts have been unsuccessful. It is disappointing to experience inadequate customer service support from iHerb in resolving this situation.

Due to a glitch in their system, our entire order was mistakenly sent to the wrong address. We had to reach out to LaserShip for assistance, and their representatives, Yolanda and Kevin, were incredibly helpful. After arranging for the package to be returned, we are hopeful that iHerb will now send it to the correct address. It was frustrating to find out that the iHerb system only allows for one shipping address per account, as this caused the initial mix-up. As missionaries with specific health needs, it is crucial for us to receive these supplements promptly. Dealing with these issues online has been time-consuming, and the lack of a customer service phone option at iHerb has been challenging, especially for those who prefer speaking with a real person. We hope for a swift resolution, as navigating these online systems can be difficult, especially for older individuals with limited computer skills.

I placed an order today with you and noticed I was charged twice. Despite contacting my bank and Visa, the duplicate payment was not reversed. I reached out to your chat support, but was told to wait without any further assistance from Vincent. I am disappointed with this level of customer service. I need to know when the overcharged payment will be refunded. The two Visa transactions in question are [redacted] and [redacted]. Thank you, Amal A.

I placed an order today with you and noticed I've been charged twice. I tried to contact my bank to reverse the extra payment, but they said only you can resolve it. The bank confirmed the double charge, but nothing has been refunded yet. I spoke with Vincent in your chat, but he didn't assist me properly. I now need to know when the payment will be refunded for transactions [redacted] and [redacted]. Thank you, Amal A.

I have encountered this issue multiple times, and you have not provided the necessary assistance. You charged $[redacted].00 to my card and have not refunded it. I returned two boxes of black seed oil as I only needed one, but you sent three boxes. This problem has persisted since September 4th. You claimed to have received the boxes back, but the warehouse needs to inspect them before proceeding. I was assured a callback in two days, but there has been no follow-up. No one has reached out to me yet. My name is Jacquelyn Campbell, and my email is [redacted], with all lowercase letters and no spaces. I am 65 years old and do not wish to escalate this to legal action, but I am left with no other recourse. Please communicate with me as promised. I believe I have been wronged by being charged $[redacted].00. You instructed me to return the unwanted boxes for resolution, but I have not received any further communication. My phone number is [redacted]. Thank you.

I recently received my order from iHerb.uk on time, but I was unpleasantly surprised by the approximately £16.00 Customs charges I had to pay. These charges were not clearly communicated on the website. It was only after thorough searching that I discovered the products were shipped from outside the EU. The £8.00 handling fee seems excessive. Had I known about these charges in advance, I might have reconsidered my purchase. I urge you to improve the transparency regarding Customs charges, especially since the website is labeled iHerb UK, displays prices in GBP, and operates from within the UK. Unfortunately, when trying to raise this issue through the contact page, I encountered an error preventing my complaint.

Subject: Assistance Needed Regarding Order #[redacted]28-0 Shipped in October Hello Shipping Team, I would like to bring to your attention that the shipment related to the order number mentioned above has encountered an issue with the Vietnam Customs. The package could not be delivered due to recent changes in customs regulations. I have been informed that the package is being returned to IHerb through DHL. Could you please confirm if IHerb has received the returned package? I kindly request IHerb to process a refund for the unfulfilled order. Thank you for your attention to this matter. Best regards, Peter MacGregor Location: Cần Giờ, Vietnam Phone: +84 [redacted] [redacted] [redacted] -- Dear Mr. Peter, We apologize for the inconvenience you have experienced with your shipment. According to the sender, a return request was made but they have requested the package to be destroyed instead of returned. Please confirm with the sender if you still wish for the package to be returned. They will need to provide confirmation to DHL US for further action. Thank you for your understanding. Sincerely, Ms. Vi, DHL Vietnam

I am experiencing difficulties completing my purchase due to confusing verification steps. Initially, I was instructed to contact my financial institution for a code, but they confirmed no such requirement. Despite receiving notification of a small charge for verification, no such transaction appeared in my account. This is my second attempt to make a purchase on the website, and I am frustrated by the lack of effective communication with the bank and unavailability of customer support. I seek guidance on how to resolve this issue as it is becoming quite stressful. Requesting assistance from a manager to address this matter promptly.

I have discovered that half of my order is missing. The delivery service UPS has successfully delivered one package, but OnTrac has not delivered the other half, which contains crucial products for my kittens with leukemia. I have been unable to reach OnTrac's corporate headquarters customer service for assistance. The package is believed to be in the Fresno area, but attempts to contact the Fresno office have been unsuccessful. Despite checking iHerb and OnTrac websites for updates, no useful information has been found. OnTrac's delivery attempts have not been made, although the package could easily be left on my porch with no need for a signature, as has been done with previous deliveries. I am urging immediate contact at [redacted] to resolve this issue promptly. It may be necessary for iHerb to resend the package and coordinate a return or refund with OnTrac.

Order Number: #[redacted]57 Hello, I placed an order yesterday and accidentally doubled some items. I tried to cancel the order, but encountered an error message saying, "A problem occurred in sending the request form." Despite multiple attempts, the issue persisted. I have screenshots of the error alert and can provide them via email upon request. I do not wish to pay for items I did not intend to order, especially now that the shipment is confirmed. It took me a while to locate this contact link, so I hope my message reaches you and that you can offer assistance. Thank you in advance. Keren

I placed an order on iHerb, but I didn't get to choose the delivery company. I was only offered one option, BoxIt. However, my package from BoxIt hasn't arrived yet. When I reached out to BoxIt, they said they couldn't locate my package. This issue reflects poorly on your company. Please get in touch with BoxIt to help me get my package. It has been a long time, and I am getting worried. Please contact BoxIt so I can finally receive my order.

Dear iHerb, I received my order #[redacted]61 on 12-16-'19, and it arrived undamaged. However, I was disappointed to find that there was no paper invoice or receipt included in the package. I prefer having paper receipts to help with credit card account reconciliation, which is a practice common with the companies I usually deal with. If not providing customer receipts is your company's policy, I may reconsider doing business with you. Additionally, not having customer service phone lines is also a downside. Sincerely, ~ drew2q

Hello, I am inquiring if you offer German herbal brands as well. We specialize in high-concentration vegan herbal extracts such as Saffron Extract, Cinnamon Extract, Nutmeg Extract, and more. We currently operate in the German market through our own website and Amazon. We would like to learn about your conditions and expectations for potential collaborations. My name is Funda. You can contact me at [redacted] or +49 [redacted]. If there is a specific person handling Vendor relations, please forward this message to them. Thank you in advance. Kind regards.

I would appreciate assistance with my iHerb delivery. I placed an order on January 20, [redacted]. Since then, I have not received any updates. The phone number listed on the website seems to be incorrect, as it is a residential landline. I am concerned about the legitimacy of this company. My order includes Isopure Banana Cream Protein Powder and Lenny and Larry's Protein Cookies Choc Doughnut, which I purchased as a gift for my granddaughter. I hope to have my order delivered promptly as I have read about other customer issues with iHerb, and I am hesitant to make future purchases from them.

I placed an order on iHerb on February 29, [redacted]. Upon payment, I received an email from iHerb requesting account verification through my financial institution. Despite numerous attempts, I am unable to access my account via my Google Account as each time I try, it redirects me to the login page. I reached out to iHerb support over 48 hours ago and have yet to receive a response. The issue lies in being unable to input the verification code provided by my financial institution, leading to a roadblock in accessing my account and monitoring the status of my order. Your assistance in resolving this matter would be greatly appreciated. Warm regards, Mark Email: [redacted] Order Number: #[redacted]83

On February 26, I attempted to place an order multiple times, but encountered an error message each time indicating the order was not successful. Despite this, I received three emails from DHL notifying me of three deliveries. When I contacted iHerb through the chat option, I was informed that no order had gone through. However, I have received three deliveries and now see three identical charges on my PayPal account. I am seeking a refund for two of the orders that were mistakenly processed and would like guidance on how to return two of the deliveries to iHerb.

I am extremely disappointed with the service I received. I am requesting a refund as my order, which was supposed to arrive by March 4 - March 11, was delivered to the wrong address in a different country. This is unacceptable. The tracking number for the order is LX[redacted]72US, and it shows the item was delivered on March 20, [redacted], to an individual in PERRIS, CA [redacted]. I insist on a refund for this inconvenience, and after this experience, I have no intention of ordering from your company again.

Subject: Issue with Products - Request for Refund Subject: Tracking [redacted]96 I am writing regarding an issue with the products I received. My son, Giordan Martino, ordered these items on my behalf as I am a customer with you under the name Maria Rosaria Lombardi. Unfortunately, there were difficulties with the order, so he assisted in placing it. The product "ORAC-Energy" is inedible! Has anyone else had this experience with this product? Regarding the Herbal Tea products, both were ordered four times each. However, after trying each once, I experienced severe stomach cramps. I can no longer consume them. I kindly request a refund of the total amount paid of Fr. 62.-- to be credited back to the Visa card of my son. You may have his details on file, or I can provide them if needed. I will return the items promptly once I receive instructions and the address from you. Thank you for addressing my request promptly. Best regards, Maria Rosaria Lombardi

Hello. My order with tracking number [redacted][redacted] is on its way back. I am extremely frustrated! I waited for weeks for the delivery. When it did not arrive, I checked the tracking and found out it has been on its way back since May 6th. I called Hermes to have it redirected to me, but they said it's not possible. They mentioned my address couldn't be located. I find this surprising since I have received packages from Hermes before. I have been waiting for the order for almost a month now. I don't think it's fair to wait for it to come back to you. You can see from the tracking number that it's returning! I won't reorder it under these circumstances. Can you provide me with a satisfactory solution?

Hello. I am extremely frustrated with the situation regarding my order with tracking number [redacted][redacted]. I have been waiting for weeks for the delivery which never arrived. Upon checking the tracking, I discovered that it has been on its way back since May 6th. I contacted Hermes to redirect it to me, but they claim it cannot be done because my address was not found. This surprises me as I have received packages from Hermes before without issue. I have been waiting almost a month for this order and I do not want to wait for it to return to you. It is clear from the tracking number that it is on its way back. I do not intend to reorder under these circumstances. Can you please provide me with a satisfactory solution? Thank you.