iHerb.com Customer Service Issues

I had difficulties reaching out via your website, which caused my computer to malfunction, leading to me having to close my browser using control-alt-delete. Your phone system was unhelpful, so I resorted to email. I made a purchase on Iherb.com to avoid running out of products that my regular supplier was out of, only to find out that my supplier restocked before Iherb.com even shipped my order. To my surprise, I checked my order status (Order Number: [redacted]87) and saw it was marked as delivered on Monday, January 18th, even though I haven't received it. After contacting UPS, they confirmed delivery but are investigating further. Due to the delay, I doubt a replacement would help, so please refund the $36.58 I spent at Iherb.com for the products I already received from my usual supplier.

I experienced technical difficulties when trying to reach iHerb.com through their website. The website malfunctioned, leading me to close my browser using control-alt-delete to regain control of my computer. The phone system was unhelpful, prompting me to email instead. I made an order (Order Number: [redacted]87) to prevent running out of stock as iHerb.com had the products available, but they arrived from my usual supplier before iHerb shipped them. Surprisingly, the order is marked as delivered on January 18th, but I have not received it. Despite checking with UPS, who confirmed delivery, I have not found the package. As too much time has passed, a replacement may not be viable, so I request a refund of $36.58.

I've encountered a frustrating issue when contacting iHerb through their website, leading to browser crashes and unresponsive phone system. After receiving an email advising me to use the same problematic page, my order from iHerb (Order Number: [redacted]87) seems to have been delivered on Monday, January 18th, though I've been unable to locate it despite monitoring my front porch. Upon contacting UPS, they mentioned that the package was delivered according to their records, prompting me to request a refund of $36.58 due to the delay and uncertainty surrounding a potential replacement.

I have been trying to contact you since October regarding a defective product, but have received no response. I've encountered issues with the Robo chat, preventing me from speaking to a human. The defective item I purchased is unpleasant, and I wish to reorder another product instead. I am waiting for the product quality team to investigate. Additionally, I am interested in a discount on the new order. Thank you.

We recently placed an order with you, and usually, the items arrive via regular mail. This time, the package was intercepted by another company in Skopje, Macedonia. They are requesting additional fees that are too high for us to pay, as we did not anticipate these charges. We would like a refund to be issued back to the card used for the purchase. The reference number for the item is [redacted]40, and the delivery address was for Mr. Zivko Najdoski at Milton Manaki br 30/6, Bitola, Macedonia. I am willing to provide my credit card details for the refund. We have been satisfied with your products and hope that future deliveries can be made through regular mail like before.

Hello, I made a purchase on IHerb on February 19th, with order number [redacted]64. The expected delivery was between February 23rd and 25th. I paid $[redacted].27 using my credit card, but unfortunately, the order has not yet arrived at my address in Miami, FL - [redacted]. I am also having trouble accessing my account due to being labeled as inactive, despite using the correct credentials. I urgently need the items as I am traveling back to Argentina this week. Please resolve this issue promptly. You can reach me at [redacted] while I am in Miami. Thank you. - Claudia Israilev

I recently placed a new order for $71.56 on Feb 16, but I cannot find any record of it in my account under the email id [redacted] It is possible I forgot I had an account since March [redacted] and placed this order as a new one. However, my email address remained the same. I did not receive any email confirmation of this purchase. The purchase confirmation stated that delivery to Mexico would be in early March. I received a CC confirmation of payment from Chase for $71.56 at IHERB authorized on Feb 16, [redacted] at 12:59 PM ET.

Order number [redacted]70 Hello, I am reaching out from Cairo, Egypt. Recently, a UPS representative visited my residence requesting [redacted] Egyptian pounds for the delivery of a parcel. Following their instructions, I made the payment and contacted UPS. They requested certified documentation from my bank, a copy of my official ID, to release the parcel. Upon arranging the required documents and contacting Mr. Amir at UPS, I was informed of additional customs charges for the parcel. In the past, I had a positive experience ordering tablets from Desert Cart in Dubai compared to the current UPS situation. Despite the delay and customs fees, I remain hopeful the parcel will arrive safely. Thank you. Best, Safaa Mahmoud Issa Abdou Dr. Safaa Mahmoud Issa Abdou Faculty of Engineering Menofia University, Egypt WhatsApp: [redacted][redacted]

Hi, I have shopped on iHerb before and am having trouble placing my order today. I've spent 45 minutes trying to pay, but can't remember my password. Even the temporary code they sent isn't working. I'm Jean Lewis, contact me at [redacted] or [redacted] in Bristol, TN. I ordered 3 bottles of Natrol Relaxia capsules and another sleep product, using a code for a $5 discount. I appreciate any assistance to place my order. Thanks, Jean

I am an employee at a retirement community and recently received a package from iHerb without a recipient's name. I contacted iHerb with the shipper reference number in an attempt to find out who the package was intended for. I was unable to reach a human through the website as the virtual assistant only provided automated responses. After creating an account, the connection to speak to a live agent never went through. I then tried to find a phone number on gethuman.com but discovered that iHerb is no longer accepting phone calls to improve customer service. This has been a frustrating experience with their customer service, and I am considering reporting them to the BBB.

Order Shipped #[redacted]18 Greetings, I wanted to inform you that there seems to be an issue with transporting my recent order to New Zealand as per DHL. The package, currently in America, may incur additional charges of NZ$60 to NZ$80 along with a service fee of $15. DHL mentioned concerns regarding Fenugreek-Seed not being factory vacuum packed and the potential for it to be prohibited. They have given me the option to return the order or accept the extra charges. I am requesting a refund, credit, or for a similar product like Starwest Botanicals, Organic, Fennel Seed, 1 lb ([redacted].6 g) to be sent in a blister packet. Could you also verify with DHL if this product can be shipped to New Zealand without customs inspection? I tried emailing iHerb.com but my message bounced back. Unfortunately, I couldn't attach the DHL/NZ Customs email screenshot here. Thank you, Anthony V.

I made a purchase over three weeks ago, and the delivery status shows it should have arrived, but nothing has shown up. I've been attempting to contact customer service for over two weeks without success. This experience has been frustrating, and I am disappointed with the lack of responses. Please either deliver my order promptly or issue a refund as I no longer wish to continue with this transaction. I also encountered difficulties with logging into my account and changing my password, despite numerous attempts. At this point, I have decided to request a full refund instead of the product. I have reached out via email with a problem number but have yet to receive any further assistance.

Dear Jojo, Thank you for your email. However, I encountered an issue while trying to delete my account. The six-digit OTP was sent to an incorrect email address. Below is the content of my deletion request: "Dear Support, I am seeking your help in closing and deleting my account. I am unable to update my email address to the correct one, which should be [redacted], not "[redacted]". After the deletion, I plan to create a new account with the correct email and all other details. You can refer to my communication with Jojo, the on-duty supervisor. The email correspondence was titled: "Your request ([redacted]) has been updated. To add additional comments, reply to this email." I await your confirmation to proceed with creating the new account. Best Regards, Shai" I appreciate your advice. Best Regards, Shai

I have had an account with iHerb since [redacted]. Recently, I updated my email address. However, I realized that there was a typo in the new email address as I was not receiving order-related emails. I need help changing my email address from [redacted] to [redacted] My last name is Ford, not Forf. Unfortunately, I am unable to make this change myself. I have an order in my cart that I would like to place, so I would appreciate a quick resolution to this email issue. Thank you in advance for your assistance. I hope my explanation is clear. Sincerely, Melody Ford [redacted]

Regarding order #[redacted]97: I placed an order for two supplements on July 19th. After realizing it was set for delivery to my old address at PO Box [redacted], Tiskilwa, IL [redacted], I canceled the order. I then updated my address on the iHerb website and placed the order again. Despite changing the address on PayPal before reordering, I noticed in the confirmation email that it is still being shipped to the old address via UPS. If the supplements end up in Tiskilwa, IL instead of my current address at [redacted] Arcadia St, Skokie, IL [redacted], I request that you ensure they are redirected to the correct address. Thank you for your assistance in resolving this issue. Regards, Vernice B.

I placed an order for 4 Garden of Life, Raw Probiotics Ultimate Care on 7/12/[redacted]. My order number is [redacted]74. However, I have yet to receive my items. Upon checking the shipment tracking, I saw a notice from LS on 07/16/[redacted] at 11:12 pm stating that the driver experienced a mechanical breakdown which might affect the delivery. It has been 5 days since then. I am disappointed by the lack of customer service support. When I called the provided phone number, [redacted] Ext 1, I was directed to use the online chat feature. Unfortunately, I encountered difficulties logging in on the "GetHuman" service website as it did not accept my email address or cell phone number. I have been patiently waiting for the delivery as I need to send it overseas to my sister who is unwell and urgently requires the probiotics. However, as the delivery has not arrived, I am requesting a full refund promptly due to the service not meeting my expectations. I feel let down and believe a refund is appropriate. Thank you, Anna L.

I need to update my email address on IHerb. I've attempted to contact customer service through chat unsuccessfully. Also, the phone number provided is not accepting calls. I recently placed an order using my old email and won't receive updates. I'm unable to add my new email or a mobile number to my account.

My previous order was significantly delayed because it was sent to the incorrect city. Unfortunately, my current order, which was expected yesterday, will now not arrive until August 2nd. This is very disappointing as I needed one of the items urgently. If I had been made aware of these delays earlier, I would have chosen to order from a different company. This level of service is unacceptable, and it has been a frustrating experience dealing with these repeated issues regarding deliveries. My trust in iHerb has been severely impacted, and I will be looking for alternative suppliers moving forward.

I urgently require your assistance. I have been trying to place an order for 2 days but keep receiving a message stating "Your account has unusual activity." When I try to chat online, it redirects me to contact customer service. However, I am unable to do this through chat as it keeps requesting my account sign-in information. When I call customer service, I am informed that iHerb no longer assists customers online and suggests using the chat function, which has been unhelpful so far. I am stuck in a loop and need to make a purchase before the sale products run out of stock. If I do not receive assistance promptly, I will have to reconsider ordering from iHerb despite being a loyal customer. I am extremely frustrated with the ineffective system and need your help urgently.

Order #[redacted]86 for Chicken Bone Broth Soup (Pack of 6) was placed on 8/19/21, and I ordered two packs. The miracle noodles received were not as expected, as they were supposed to come in six small packages within each package. The ones received were the regular size, which are typically cheaper at local health food stores. The incorrect items were much more expensive than the originally ordered ones. I have tried four times to resolve this through Walmart's online system, but each time I was told that iHerb would contact me within 48 hours, which has not happened yet. I am hoping for a resolution to this issue and would greatly appreciate receiving the correct items that I ordered. Thank you.