iHerb.com Customer Service Issues

As a returning customer, I recently purchased Xlear mints on sale, marked down from $8.79 to $2.15 on 12/27. However, I realized my shipping address was outdated after placing the order. Despite trying to update the address, the system wouldn't allow any changes as the order was already in the fulfillment stage. I had to cancel the initial order, update my shipping address, and place a new order today. Unfortunately, when I reordered the Xlear mints, the discount was no longer applied. Although the system suggested similar products at the discounted price, it did not extend the $2.15 discount to the specific Xlear berryblast mints I repurchased. It seems the only way to retain the discount would have been to avoid canceling the order and allow it to ship to the old address. It's a bit confusing; I'm wondering what happened.

I received Order #[redacted]40 this morning, and unfortunately, the package was leaking. The delivery person handed me the package mentioning the issue. Upon opening it, I discovered that one of the Omega 3 bottles was broken, leaking fish oil all over the other 19 supplement bottles. This is the first time I've experienced such a problem after regularly purchasing from iHerb. The packaging did not securely hold the items in place, resulting in the damage. I have emailed pictures of the damaged package to [redacted] with the subject "Amanda Sousa iHerb Package Order #[redacted]40" for review. I am seeking a replacement for the Nordic Naturals Omega-3, Lemon, 1,[redacted] mg, 16oz bottle that was damaged. You can reach me at [redacted] Your prompt attention to this matter would be greatly appreciated. Thank you, Amanda Sousa

I am having trouble accessing my original Facebook account that no longer exists, which is preventing me from signing into my iHerb account. Despite creating a new account with my email ([redacted]), I'm unable to log in. I have tried reaching out via email multiple times without any resolution. After not hearing back for a few weeks, I created another account with a new email ([redacted]), but I am still unable to access my iHerb account to track my order. This situation is frustrating me as I rely on iHerb for many purchases. I'm unsure what steps to take next and would appreciate speaking to a representative over the phone or receiving a response from iHerb via email.

I made a purchase on your website on the evening of 1/28. During the order placement, I updated my password, but not my username. When I revisited your site on 1/29 to check the status of order #: [redacted]66, I could not find the recent order under 'my orders,' only older ones from the past. Considering the shipping delays, I decided to cancel the 1/28 order on 1/29 by contacting your customer service via email. The product was delivered on 1/31, making me end up with two of the same items. I am looking to return the duplicate order and would appreciate an RA number and return address/label from Iherb.com. I'm unsure why my recent order was not visible on your site while the older ones were. Your prompt assistance in processing the return is valued. You can reach me at [redacted] or [redacted]. Thank you. - J. Cochrum

I reached out to Get Human to connect with Iherb.com, as their direct contact was unavailable. The chat feature proved futile, leading me in circles with a bot. Attempts to email Iherb resulted in failure notifications. Get Human provided me with a phone number for Iherb since I was unable to reach them through other means. Upon calling, I learned Iherb no longer offers phone customer service and must be contacted via chat. After selecting the Operator option, I connected with a kind representative who explained how the chat feature should function in theory. Despite her efforts, she couldn't provide a phone number herself and agreed to email Iherb on my behalf. It appears that Iherb's customer service has declined since it was acquired, favoring automation over personalized assistance. Despite my lengthy efforts to communicate with Iherb, Get Human was instrumental in facilitating a direct conversation. I appreciate their invaluable service in bridging this gap.

Dear Company, This is my first time purchasing from you, and I'm extremely disappointed with the service I've received. I requested a refund or replacement for vitamins I mistakenly ordered, but I was instructed to return the items with the packing slip, which was missing from the box. Trying to reach your customer service through the virtual assistant has been unhelpful, as it doesn't connect me to a real person. Even the phone number I tried to call seems to be invalid now. I'm frustrated by the lack of human interaction and assistance. I would appreciate it if a real person could contact me promptly, rather than an automated response. My contact number is [redacted]. Thank you, Eugenia R. Order # [redacted]79 Refund request RA[redacted][redacted]

Hello, I purchased your CollagenUp 7.26oz product and noticed that the package states it contains about 40 servings. However, upon measuring, I only obtained 28 scoops from the jar. I understand that it's an approximation, but the difference between 28 and 40 is significant. If the label indicated around 30 servings instead, it would be more accurate. Please consider revising it to prevent any confusion for customers. Thank you. Best, Carla G.

Hello iHerb team, I would appreciate your help with my order issue. During my recent trip to India, I placed an order on your website with my account set to the Indian region for delivery to my friend residing there. When making the payment, I encountered difficulties with the confirmation process. After reaching out to your support team, the payment issue was resolved. However, a new problem arose regarding the shipment address and the requirement for KYC documents to match. My friend, Atanu Basu, now resides in an ashram, which differs from the address on the KYC documents. I am unable to change the shipment address, and he cannot receive the delivery. I am seeking a solution as he urgently requires the vitamins from the order. Your assistance in resolving this matter would be greatly appreciated. Best regards, Julia V. Z.

Hello! I've placed two orders with you, but I keep encountering the same issue. The post office in Sweden claims you're sending the package as 0g, causing them to return it each time. This is frustrating as I require these products for my daughter. Here is my tracking number: LW[redacted]80DE Name: Alina Jansson Order placed in Sweden at VästraBangatan 47D, postal code [redacted] 40 Phone: +46 [redacted] [redacted] [redacted] (also used for WhatsApp) Thank you!

I purchased Solaray Ascorbyl Palmitate but need to return it due to ingredient concerns. I intended to avoid the other ingredients by opening the capsules, but learned that I would still ingest them. Due to my osteoporosis, I can't have magnesium stearate. Please provide a prepaid UPS label for the return and cancel any subscription I may have set up for this product.

I was expecting my order to arrive yesterday. The tracking information shows it was delivered at 1:20 pm, but I didn't receive anything. I was home all day and didn't hear a knock or see any package outside. I double-checked the address I provided, and it is correct. I would appreciate your assistance with this. Thank you for your help. Order #[redacted]37.

I've been trying to update my credit card information to pay for the product you just sent me. However, when I log into my account and attempt to update it, your website shows an error page stating that the page doesn't exist. As there's no telephone customer support available, I'm unsure how to resolve this payment issue. I'm considering canceling my subscription, but I still want to pay for the item I received. If I can't update my credit card information, I may have to return the package. Please reach out to me as soon as possible so we can address this matter. Thank you, Janine D. [redacted]

Hello, I recently purchased Gut Manuka [redacted] honey in my order #: [redacted]54, and was disappointed by the texture. The honey I received has a hard, creamy texture with granules of sugar that I can feel under my teeth. As a loyal customer, this is the first time I have encountered such a texture issue with your products. I have doubts about the authenticity of this New Zealand Manuka honey. I reside in Kuwait where the weather is warm, and based on my previous experience, honey usually has a thick but smooth texture that can be easily poured. However, this particular batch is so hard that when I flip the jar, not a single drop comes out. I had lodged a complaint nearly a week ago and only received one response on April 4th assuring me of a follow-up, but since then, I have not heard back from your team. Regards, Rima

My package was marked as delivered on April 6th, but I didn't find it on my porch. After contacting customer service, they explained that sometimes the delivery notification can be sent out 24 hours prior. However, it's now been four days since the delivery date and I still haven't received my supplements. I live near a similar street with the same number, so I'm unsure if it was misdelivered there or if it was stolen from my porch. Usually, my dog alerts me to any activity outside, but there was no indication on the day of the supposed delivery. I urgently need these supplements, so I would appreciate any guidance on the next steps to take. Thank you.

Hello, I am reaching out regarding the serious issue of my undelivered iHerb order. I placed order number [redacted]50 on 01/27/[redacted], with an expected delivery date of February 14. Unfortunately, I missed the delivery call from ARAMEX due to a dead phone battery. Despite my attempts to contact them and even visiting their Casablanca office, I was informed they cannot deliver without approval from iHerb. I have tried reaching out via the iHerb app without success, so I am reaching out here for assistance. Please provide me with an update on the delivery of my order at your earliest convenience. Sincerely, Mohamed Amine F. P.S: Kindly contact me at my new phone number: +[redacted]10

Hello, I'm Phyllis Y., and I wanted to let you know about my order with the reference number [redacted]22 #1. My shipment has not been received as of today, and upon checking the tracking information, it shows that the package has been damaged. The shipping company indicated that the package was damaged and advised me to contact the seller for further information. However, the company has falsely updated the status to delivered on April 22, [redacted], removing the details about the damage. I possess a copy of the tracking information that clearly states the damage and the need to reach out to you. I can share this information with you if needed. I would greatly appreciate a refund for the undelivered items listed from my order. Thank you for your assistance in resolving this issue.

I am Phyllis Y. I am currently disputing a charge for a shipment that was damaged by the shipper and not delivered to me. The tracking information displayed an exception stating the package was damaged and advised me to contact the seller for more details. The tracking number is 1LSCXLZ000S34FT. The current status showed the package was received at the local LaserShip facility but damaged. Despite the shipper updating the tracking to delivered, I possess evidence where they initially acknowledged the damage and requested me to reach out. Unfortunately, contacting them has proven to be challenging. I am eager to resolve this matter and request a refund. I am hoping to speak with a customer representative regarding this issue.

I am attempting to purchase D-Ribose at the try-it price, but an error message appears stating, "You purchased this item before. Try-it price will no longer apply." The product is Sport, Active Creatine Monohydrate, Unflavored, 10.58 oz ([redacted] g), with the price supposed to be 52 nis instead of [redacted] nis. It appears there may be a bug in the algorithm that needs correction. Although I have ordered D-Ribose before, that specific order was canceled by iHerb due to a stock shortage. This situation seems to have been overlooked in the algorithm. I am now unable to benefit from the try-it price due to this issue. I am looking to receive the try-it price for my first-time order of this product, but since I have not placed the order yet, I do not have an order number.

I recently received a message stating that my order (Order #[redacted]94 placed on May 06, [redacted], consisting of 2 Veggie Capsules at AU$34.17 and 1 Veggie Capsule at AU$37.32, totaling AU$98.20) was cancelled due to non-payment. I made the purchase using PAYPAL, and according to PAYPAL, the transaction went through successfully. I am puzzled as to why the order was cancelled and find it challenging to reach out to you for clarification. This is not the service I typically experience with Iherb, as previous purchases have been smooth. Can you please confirm if you have received the payment from PAYPAL or should I proceed to contact my bank to reverse the transaction? I appreciate your prompt attention to this matter.

Hello, Order Number: [redacted]90 I placed an order for selected products on April 17th and completed the payment of 69.[redacted] KD using my bank card. However, on April 30th, the shipment was returned without explanation. As of now, only 39.14 KD has been refunded to me in separate payments of 2.[redacted] KD each. I am concerned about the remaining amount that has not been refunded. I also have a question regarding why an amount of 2.[redacted] KD was withdrawn four times on April 30th. These payments are still reserved, and my bank requires a response from you to remove this reservation. Thank you.