iHerb.com Customer Service Issues

I have attempted to place an order several times with various methods, but I am frustrated as the automated system does not work properly. I have tried the chat option as well, but found it unhelpful. I have successfully placed orders in the past, but this experience has been extremely frustrating. I was trying to order two products: Jarrow Uridine and Source Naturals Brain Charge. The system is incredibly difficult to navigate, and I am struggling to place an order through a person instead of dealing with the automated system that repeatedly fails me.

Name: Isaac H. Email: [redacted] Issue 1: I ordered 3 units of Doctor's Best Vegan Glucosamine Chondroitin MSM [redacted] Veg Caps last week, but they are still in my shopping cart. Does this mean my order hasn't gone through, and payment hasn't been processed? Issue 2: On 12/03/[redacted], I purchased 2 units of Source Naturals Mega-One Multi-Vitamin with Minerals [redacted] Tabs to be delivered to Mozeliko Shop in Beit Shemesh, Israel. The shop closed temporarily due to government directives related to coronavirus. Now that the shop is open, they claim they have not received my package. I haven't had any updates. Is the package lost, returned to the sender, or have I lost the money paid? Thank you for your swift response.

I placed an order for 6 items on May 19th, which were apparently delivered on May 20th. The tracking number is D[redacted][redacted]. I depend on these lysine pills to manage my cold sores and boost my immune system. The online information mentioned possible delays until May 22nd, but today is May 23rd, causing concern that my package might have been taken. I need these products urgently and am anxious about what to do if they were indeed stolen. I spent $68 on these items. There is a new person staying on my property, and I'm unsure about trusting her. Your prompt assistance is greatly appreciated. - Kelisa L.

Hello, I contacted DHL (USA) to request a return of my order. They informed me that my order has not been picked up by the carrier yet. Here is their response: "We apologize for the inconvenience caused by the delay in the delivery. We understand the situation and we will be glad to assist you. Our records indicate that the shipping label has been created, but your shipment has not been physically handed over to DHL. I recommend contacting your sender to confirm the shipment's exit date. The Waybill number can be generated electronically before pickup, so when we pick it up, you will see a 'Pickup' scan." They suggested I contact you to find a solution. Please help me correct the error on the order, as it has not been picked up by the carrier and is still in the USA. If the carrier picks it up later, customs in my country will handle it. It would be impossible for me to retrieve it from them. Can you make an exception and return my order even though it has just been shipped but is still in the USA?

Dear Customer Support, I am a Canadian citizen currently residing in Saudi Arabia. I recently purchased iHerb products for my wife in Egypt using my credit card and her Egyptian address for delivery. However, I have encountered unexpected charges from DHL for brokerage fees and taxes per kilogram and per tablet. This was not clearly stated during my purchase. Despite reaching out to customer care in Saudi Arabia, I have been informed that I am liable for these additional charges. DHL is also requesting legal assistance for customs clearance due to regulations in Egypt. I believe iHerb did not provide sufficient information regarding these extra fees, and the total charges now exceed [redacted]% of the order value. The process has become significantly complicated and expensive, with additional costs for legal representation. I am seeking a full refund for this order. Sincerely, O. Ragheb

I have not received my order from Lasership and was mistakenly charged for it. Despite raising a claim weeks ago, the charge is still on my recent credit card statement. The order number is [redacted]03, with a total amount of $[redacted].57. To ensure I receive the items, I have reordered and paid for them again. However, I would like to escalate this issue further as I believe Lasership mishandled the delivery. I have been a loyal customer for many years, but I am considering taking my business elsewhere if this matter is not resolved promptly. Lasership previously mishandled another order that was eventually replaced by UPS or FedEx. I may have to reconsider using free shipping if Lasership continues to be the delivery provider.

I purchased a Gut Mineral supplement named Restore for my daughter in Germany. The order number is # [redacted]48. It was shipped by Hermes, and an email was sent stating it was delivered on Oct 8th at 05:05PM. Unfortunately, the package never arrived. Despite checking the post box and nearby areas without success. My daughter attempted to contact Hermes several times but only encountered an automated system with no call backs. She has expressed frustration at Hermes' unreliability. I kindly request either a replacement bottle of Restore to be sent promptly through an alternate shipping company or a full refund. Your prompt assistance is greatly appreciated. Thank you.

I am interested in purchasing a variety of items from iHerb and would like to order them in bulk for the best value. I plan to take two tablets per day. I can buy aspirin locally but would like to purchase the teas from iHerb. Could you please confirm if you ship to the Philippines where I am located? - Loxs 5 inhibitor: 1 - Scullcap # : 1 - Bacopa # : 1 - Magnolia bark # : 1 - Primadophillus: 2 - Taurine: [redacted] mg - Green tea - Mung beans tea - French Red Wine Extract: 1 - Rutin: 1 - Ascorbyl palmitate: 1 - Curcumin: 1 - Ginger: 1 - Lithium orotate: ½ - Low-dose aspirin: 1 - NAC cysteine # : [redacted] mg - Two per Day: 1 - Magnesium Citrate: 1-2 - Rx Omega 3: 1 - Chicory tea and hibiscus tea

I am currently located in Queretaro, Mexico. I have been receiving promotional emails from your website, but I am highly disappointed with the accuracy of your ordering system. I am interested in purchasing Oxypowder or a product named EB Oxycleanse, but your online system is causing me significant discomfort. This would be my first order with your company, and I am frustrated that there is no phone number available for me to seek assistance. The email you sent with contact links is not helpful, and it seems like your customer service is intentionally difficult to reach. I am feeling quite irritated by this experience. My concern, with reference number [redacted][redacted], remains unresolved. Your actions are quite bothersome, and this situation is very frustrating.

Hello. I am seeking assistance regarding accessing the iHerb USA website. I currently reside in Hong Kong and mostly communicate in English. Despite wanting to order from the USA site, I am redirected to the Chinese version due to my computer settings. This is causing frustration as I receive all communication from iHerb in Chinese characters. I have attempted to switch to English as per the website instructions, but have been unsuccessful. I resort to manual translation for every page. Even in online chats, despite typing in English, I receive responses in Chinese characters. I have also emailed them, but given the language barrier, I am unsure if my concerns are being understood. While I value using iHerb, the inability to resolve this issue is disheartening. Thank you for your assistance. Best regards, Christine.

I reached out to iHerb with this concern, and the response I received indicated they were unsure of how I needed assistance and were waiting for me to address the problem. Since I am unable to resolve the issue on my end, I am seeking help here. Specifically, I would like iHerb to improve accessibility for English-speaking customers in countries where the local language may not be English. I reside in Hong Kong but only understand English. I prefer to order from the USA website, but my computer keeps redirecting me to the Chinese version of the site. This is very frustrating as I receive all communication from iHerb in Chinese. I have attempted to switch the website to English following the provided instructions without success. Consequently, I manually translate every page each time I visit the site. Despite trying online chat, responses are in Chinese characters even when I type in English. I have also sent emails but received responses in Chinese, unsure if my message was understood. Resolving this basic issue is crucial for me to continue using iHerb. Thank you. Regards, C.

I have been a customer for many years and am currently facing issues accessing my account, which I rely on for placing orders using my order history. The email address associated with my account, '[redacted]', is no longer active. I recently spoke with a representative who was supposed to follow up via email, which I never received. During the conversation, I provided my new email address '[redacted]'. My family recently relocated from Arizona to Idaho, where cable services are not yet available, resulting in the cancellation of the cableone account. This unforeseen change seems to have impacted my iherb account. Despite successfully placing two orders since the move, I now find myself in need of assistance. Any help would be greatly appreciated.

Good morning, Upon waking up, I noticed an order on your website MYIHERB placed from Bahrain, a country I don't reside in. It seems someone used my credit card for an order worth $[redacted] at 23:38 GMT on December 9, [redacted]. It's now December 10 morning for me. Please cancel this order and refund me. I will contact my bank to block my credit card; I have already emailed them to take necessary actions. Your urgent assistance is greatly appreciated.

Order # [redacted]29 was expected to be delivered between 12/11-12/15, but today, on 12/18, it's still not here. I have tried accessing my iHerbs account multiple times, only to be told it's no longer active, which concerns me. I have verified the shipping address and payment has been processed. At this stage, all I want is the seven (7) boxes of Tea delivered to the correct address without the $1.00 fee. Thank you.

Hello, I made a purchase from iHerb two days ago with the order number [redacted]72. Today, I received an email notification that my package was delivered at 2:37 AM, but upon checking the shipping history with the tracking ID [redacted][redacted], it shows it was delivered at 10:37 AM. However, I have not received the package at my front or porch door where deliveries are usually left. The expected delivery date was still several days away. Thank you, Anne S.

I purchased Jane Iredale Lip Balm from iHerb in November and experienced a reaction. I have the order details. I am seeking a refund of approximately $8. I attempted to contact support through the automated chat, but it requires me to log in, and I can't recall my password. The 'forgot password' function did not resolve my issue, and I remain unable to reset my password or speak to a representative. I need assistance with obtaining a return authorization and resetting my password.

I tried to purchase 7 to 8 jars of Chocolate dip from Walden Farms, which have zero sugar and zero fat. However, I encountered an issue on the website stating that the package weight is too heavy. When attempting to order two packages with 3 to 4 jars each, the delivery costs to Germany exceed 14 euros per package. I would appreciate any assistance in resolving this matter. Best regards, Aylin Y.

Dear all, I made a purchase on 12/30/20 without any issues and got an order confirmation email. However, I encountered difficulties accessing the iHerb website last night and today (12/31/20). It seems the site is currently down. I understand this may already be under investigation, but I wanted to bring it to your attention for further follow-up. Thank you for your attention to this matter. I appreciate your website and the quality of your supplements.

I placed an order with you on December 19 (Order #[redacted]69) with an estimated delivery between December 23 and December 28. Today is January 2, and the item has not arrived. I have made two attempts to reach out to your online customer support but have not received any responses. I am looking for an update on the delivery of my order located at 7 Rancheria Road, Kentfield, CA [redacted] under the name Robert Forsland. I am encountering difficulties with the virtual customer service system. It is hard to navigate, unresponsive, and lacks accessibility options for individuals with disabilities like myself. The absence of phone support goes against the American With Disabilities Act. Please address these issues promptly. In the meantime, I urge you to track my order immediately and ensure its delivery without further delays. Ignoring customer inquiries is unacceptable. Regards, Rob Forsland

I have noticed several customer complaints about iHerb. I am hesitant to use their services again unless my issue is resolved promptly. This is the fourth time I am addressing this concern. Around December 23, I made a purchase of three items from iHerb: Soloray Garlic, Pure BenfoMax, and Carlson Elite Gems. There was a discount on the Garlic and BenfoMax. I paid using my Visa Card but failed to make a hard copy of the order, and now I cannot find it on the iHerb website. I have been without these essential items for far too long and do not understand why I have not received them. Whenever I attempt to log in, the iHerb site informs me that my account is inactive. If you are unable to assist me in resolving this matter today, I will be compelled to order from a more reliable website. My contact number is [redacted]. Thank you.