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1.4 129 Reviews

iHerb Complaints Summary

12 Resolved
107 Unresolved
Our verdict: With iHerb's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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iHerb reviews & complaints 129

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S
9:52 pm EDT

iHerb lousy service

I ordered 24 discs of TAZA chocolate (Order # [protected]) from iherb but due to repeatedly failed courier service (courier lied that no one is at address when there is someone at home waiting from 6am in the morning till 10pm at night for two consecutive days ), all the chocolates have melted.

Iherb refused to refund my money back to my credit card and I have decided not to buy from iherb anymore.

Terrible shopping experience from iherb!

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H
3:04 am EDT

iHerb fraudulent credit card charges.

iHerb Case.

Earlier this year I made a small purchase of vitamins from the Dutch registered company iHerb. I don't normally buy anything from this company but in fact my normal supplier - Puritan's Pride was temporarily out. I did do a small amount of research before purchasing and everything with iHerb seemed to be above board.

The goods duly arrived, shipping had been not too fast and not to slow, and the product - multivitamin in this case - seemed to be OK. So, no problem there.

Then at the end of the banking period I received a statement that was surely wrong and indicated that iHerb had made four separate withdrawals, each for different amounts and amounting to almost 700 US$ from my credit card.

I only get credit card statements each three months so it was already two months after the withdrawals had taken place. Accordingly, I immediately contacted iHerb who requested evidence in the form of my bank statement, which I supplied to them by return.

There followed a number of email exchanges with various people at iHerb - namely:
Aiko Y, Ryan N, Mervin M, Christian S, and Del - with a different person replying each time which is always suspicious. Due to the similarity of the messaging, and style, I strongly suspect that this is just one person.

During these interchanges they (he/she) mentioned an investigation into the matter by iHerb; told me that my account had been locked due to possible fraud - also presumably by iHerb as this is where the money went to, and after a couple of weeks culminating with the advice that I initiate credit card chargeback procedures, though it was far past the possible time limit.

After that repeated emails received no reply.

Facts:

1. I made a small purchase, and gave my credit card details to iHerb for that purpose.
2. The purchase arrived, but I cannot vouch for the quality of the items and I don't have that testing facility.
3. iHerb then made four separate, and completely unauthorized withdrawals from my credit card account that had nothing to do with any purchases to the tune of almost 700 US$.
4. Contacted, iHerb then used delaying tactics to make absolutely sure that credit card chargebacks were no longer possible.
5. I have been deliberately robbed of almost US$700.

Conclusion:

In these cases, one can only really rely on the honesty and integrity of the company involved and hope that it was just a mistake that can be rectified by the return of the money. In this case I had complied with requests for evidence, and can prove that the money was deducted by iHerb, I now conclude that this was deliberate and fraudulent.

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J
11:53 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

iHerb unauthorised credit card deductions.

This is. series of email to/from IHerb complaining about unauthorised credit card deductions amounting to almost US$ 700:

Hi - As you are well aware, the chargeback limitation is 60 to 120 days from the time of the transaction.

Chargeback is therefore now no longer possible.

This is close to 700 US$.

Please arrange credit back from your company to cover these mistaken charges to my credit card as soon as possible - thanks.

James Hammond
[protected]@gmail.com
PastedGraphic-2.png

On Aug 3, 2019, at 12:13 AM, iHerb Support wrote:

##- Please type your reply above this line -##
Your request (3093584) has been updated. To add additional comments, reply to this email.

Del (iHerb)
Aug 2, 9:13 AM PDT

Thank you for your response to iHerb.

We apologize for the inconvenience that this has caused you. The account was locked recently due to the very activity that you are reaching out to us about. We suggest you contact your bank to processes a Chargeback to us so we can refund the funds that were taken.

Thank you for your time and have a healthy day.

Sincerely,

Del
The iHerb Team

Christian S. (iHerb)
Aug 1, 9:57 AM PDT

Dear James Douglas Hammond,

Thank you for reaching us about the unknown charge.

Our Verification Team has been investigating this concern. Please allow us 2-3 business days for the result.

If you need further assistance, please do not hesitate to contact us via email or chat.

Sincerely,

Christian S.
The iHerb Team

James Douglas Hammond
Aug 1, 3:33 AM PDT

Hi,

Looking on the Internet I see there is quite pattern of this type of thing happening with your company.

This is not a trivial amount so I hope you can resolve this quickly.

Thanks.

James Hammond
[protected]@gmail.com

Christian S. (iHerb)
Jul 31, 12:03 PM PDT

Dear James Douglas Hammond,

We apologize for the issue you have with your iHerb.com order. We have escalated this issue to our Management Team for review. This way they can help with a resolution regarding this matter. As soon as we get a response we will let you know.

Please let us know if there is anything further we can assist you with.
Sincerely,

Christian S.
The iHerb Team

James Douglas Hammond
Jul 31, 6:38 AM PDT

Hi Merven - please see the attached.

The needed information is in plain English.

Thanks,

James.

James Hammond
[protected]@gmail.com

Mervin M. (iHerb)
Jul 31, 4:34 AM PDT

Dear James Douglas Hammond,

Thank you for choosing iHerb.com.

We apologize for any inconvenience that this has caused you regarding your payment. It will help our Technical Team to resolve the issue if you can provide with us the payment transactions in English. You may send to us any available screenshots of proof of payment transaction for our review.

Please let us know if you have any questions.

Sincerely,

Mervin M.
The iHerb Team

James Douglas Hammond
Jul 30, 8:29 PM PDT

Thanks,
Please let me know if you want a photo of my credit card statement - the language is in Chinese but the iHerb Netherlands deductions/dates are nearly marked in English.

I hope this can be refunded quickly.

Thanks,

James.

James Hammond
[protected]@gmail.com

Ryan N. (iHerb)
Jul 30, 9:51 AM PDT

Dear James Hammond,

Thanks again for contacting iHerb.com.

Our warm apology that there are charges from iHerb.com in your bank account. We have escalated this issue to our Verification Team for further investigation and review. This way they can help with a resolution regarding this matter. Please give us 3 to 5 business days for the update.

Please let us know if there is anything further we can assist you with.

Sincerely,

Ryan N.
The iHerb Team

James Douglas Hammond
Jul 29, 11:50 PM PDT

Hi Aiko,
Please see below:

Type of card: Mastercard.
Issued by: Hua Nan Bank, Taiwan
Last four digits of card number: 6127

Transactions to: iHerb Netherlands BV:
March 22nd 2019 - NT$ 4, 174
March 22nd 2019 - NT$ 4, 343
March 26th 2019 - NT$ 4, 284
March 28th 2019 - NT$ 4, 168
March 29th 2019 - NT$ 4, 445

After that no more transactions to date.

Please note that I did not order anything to justify these transactions.

Thanks,

James Hammond
[protected]@gmail.com

Aiko Y. (iHerb)
Jul 29, 5:34 AM PDT

Dear James Hammond,

We apologize that you are having this issue with an order placed on iHerb.com. We do take these matters seriously and need some information from you to be able to locate the order, so we can further investigate this matter.

Can you provide the date of the transaction, amount of the charge, the type of card(Visa/Mastercard/etc.), and the last four digits of your credit card that was used? Please do not provide your full card number to keep your information secure.

Once this is provided, we can locate the order and then forward it to our Fraud Team for further investigation. Also, we would advise reporting this to your bank so they can issue you a new card, and also help prevent any additional unauthorized transactions.

Let us know if you have any further questions or concerns.
Sincerely,

Aiko Y.
The iHerb Team

James Douglas Hammond
Jul 28, 11:23 PM PDT

Hi, I have been charged 4 times in March and April the year but have made no orders.

I was charged:

March 25, 2019 - NT$ 4, 174
March 25, 2019 - NT$ 4, 343
March 28, 2019 - NT$ 4, 284
April 1, 2019 - NT$ 4, 168
April 1, 2019 - NT$ 4, 445
Total NT$ 21, 414
Plus conversion charges: NT$319
Total NT$ 21, 733

This makes a total of USD 698.91 - nearly 700 US$

Can you please credit this back to my account.

Thanks,

James Hammond.

[93OMLL-V6Q0]

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Update by Jamesintw
Sep 02, 2019 11:53 pm EDT

Please read this bottom to top - thanks.

JH

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C
5:34 pm EDT

iHerb calcium magnesium citrate plus vitamin d3 bluebonnet natural blueberry flavor

my order came today and one of the bottles was broke. the date is august 12. my name is cindy barteaux.i would just like you to send me another bottle hopefully wrapped twice. my address is 1005 no. topaz drive, salt lake city, utah 84116. the bottle was broke and leaking in the box, i don't have a smart phone to take a picture. i guess you will have to take my word for it. thank you cindy barteaux

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R
10:44 am EDT

iHerb they refuse american express

This company claims to accept American Express. But when an order is placed, they demand an authorization code.
I called Amex for one, and they told me they don't give authorization codes and that they saw the charge on my account and approved it, waiting for iHerb to finalize the charge.
But iHerb refuses to accept the fact that Amex does NOT give authorization codes and kept demanding one.
Basically this is their way to bait and switch Amex card holders to use another credit card that does give authorization codes.

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N
9:31 pm EDT

iHerb ordering / privacy violations

iHerb REQUIRES you to enter a mobile # to check out.
Why? Read their privacy policy.
They want to curate your social media profiles and shuffle your data around. (And also place flash cookies that stick around much longer than your visit! This allows them to further build a profile on you and your browsing habits - nothing at all related to your order.)

Seems like they offset their cheap prices by using you as a product, too.
Even if you don't use social media, they're submitting that data to the big tech companies. Food for thought.

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S
7:52 pm EDT

iHerb unethical behaviour - overcharged at checkout

I have been a regular iHerb customer, however, NO MORE!

I am based in Australia and on the 17th July 2019, I ordered some items from the iHerb.com site as I have ALWAYS done in the past.

Order # [protected]
Order Total
$129.59

From purchasing items to checkout, I was advised that the total cost would be $129.59 - this included shipping. At NO time was I advised that a total of $190.86 would be debited from my credit card! All total costs were written as $129.59. There was no US$129.57 at all. My shipping address is clearly Australia and I was NOT advised that iHerb intended to add another $61.27 to my order, which they did WITHOUT TELLING ME. The checkout page DID NOT not advise that this was going to happen BEFORE confirming the order. THIS IS AN ABSOLUTE SCAM! IT IS MISLEADING AND UNETHICAL. I contacted herb to discuss and was told 'too bad, it's the US to AUS currency conversion rate'. I said there was NO information regarding this at purchase time or at checkout and was told 'too bad'. I ALSO TOLD THEM THAT THIS HAD NEVER HAPPENED WITH ANY OF MY EARLIER ORDERS - THEY DIDN'T CARE!
To make matters worse, one item (a moisturiser) had leaked in the parcel...I didn't even get to that issue because I was so totally shocked at the response I had just received from their so-called customer service rep regarding the overcharging. So, I have been ripped off and the parcel contents leaked and damaged other items and I am now even worse off! ABSOLUTELY APPALLING BUSINESS PRACTICES. I HAVE NOT HEARD BACK FROM IHERB REGARDING THIS MATTER AS I COMPLAINED AGAIN HOPING TO GET A DIFFERENT RESPONSE. I have spent hundreds of dollars with this company and they refused to assist me in this matter. DO NOT DEAL WITH THEM, THEY ARE SNEAKY WITH PRICING AND HAVE NO REMORSE. ABSOLUTELY DISGUSTING.
SHANE LEE - AUSTRALIA

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S
7:00 pm EDT

iHerb rewards negative

My rewards code is BRC578.

I've tried to contact Iherb three times by email without solution/ answer.
My rewards credits have dropped from US$ 7.83 (on 07/02/2019) to US$ -23.18 (on 07/07/2019).
When these changes on the rewards credit have happened, almost 10 dolars were missing on the first time and right after that more US$ 7.5 were missing (61.22 to 53.72= 7.5).
At the moment, at least US$ 17 are missing and the available rewards credit should be US$ 17 plus all the money earned after that US$ 11.19, totalizing US$ 28.19.

I want all my rewards US$ US$ 28.19.

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A
4:01 pm EDT

iHerb my order number is [protected]

I'm really very sad.my order has been placed on 7 Apr.then the DHL call me to pay 10000 egyptian pound for customs which is too too much i can not pay this huge number which is far away from reality and truth.when i contact iherb they offer 25%off and again i can not pay this too.i decided to refund and the surprise was that iherb want me to pay 303.26 $ and just take 97$ back, i trusted iherb but unfortunately no hope no help nothing good. i do not know why ? The shippment cost from america to egypt when i ordered the order was just 34 egyptian pound with a discount about 500 egyptian pound which is obviously not a discount it is the cost of the shippment .the shippment cost is a little money not a 303 dollar ! I get orders from america i have never pay something like that.my hope is that you solve my problem and give me my money back.

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I
7:04 am EDT

iHerb shipping fees ripoff!

I've ordered a number of items from US and paid for the delivery fee at the checkout (not mentioning the amount for the delivery). I then received a card from my local delivery office saying that I need to pay much more for my package to be delivered to me! Nowhere on the website and a checkout page was it mentioned when I placed an order. This is an absolute ripoff and a scam! It is clear now how they make money, dishonest money! When I contacted the support team, I received 0 support and help, which is not meeting 'treating customers fairly' regulation, which can be reported to the relevant regulator.

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A
11:53 am EDT

iHerb technical support

I had an amount of loyalty credits from my previous purchase (order no [protected]) and was planning to purchase some pills regularly. During my new order, there was an issue about my financial institution and I needed to cancel 04/11/2019. After that, all my loyalty credits were gone. Since then, I have contacted to customer support 2/3 times, they directed me to the technical support. I also mailed info@iherb.com. I even contacted the supervisor of the customer service. I can not say anything about customer service, they were also trying to find a solution but your technical support team should not call themselves as tech support. the only solution they can offer is like 101 online shopping. Log in log out, clear cookies, try a different browser, remove them and add them to your basket again. Really? Is that sooo hard to redeem my loyalty credits?
Obviously nor will I consider shopping from your page again, or will i suggest it to any of my friends.

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G
6:22 pm EDT

iHerb do not trust this site at all: warning!

I tried to purchase an item, it asked me to enter my personal information to create an account. BIG MISTAKE. Save yourself and do not enter anything. It is a trap that they gather your personal information and if you ever decided to close your account, guess what YOU CANT. They will put you through a whole 'system' and tell you it will take up to one month to close your account, then you have to submit a separate request to delete your personal information through a "different department", what [censored]. BEWARE! You will get nowhere with customer service.

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V
7:18 am EST

iHerb no delivery

Dear iHerb,
On February 16, I received an email from you saying that delivery of my order (No.[protected]-0; Tracking No.[protected]) was unsuccesful and I was required to contact Aramex to schedule the delivery. Once I called Aramex it turned out that the shipment was damaged and the extent of damage was unknown. I confirmed that I still wanted it to be delivered. We scheduled a delivery for the next day - nobody showed up or called. I called Aramex again and confirmed again that I wanted the shipment to be delivered in the damaged condition. Today arrived but the shipment didn't.
So I contacted your support team on February 21, who, in its turn, was supposed to contact the logistics team. After several "apologizing" emails from you the situation has not changed - no delivery and no refund.
Please return the money to my bank account, as I shall not bear the costs of something that was not even delivered.

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B
12:04 am EST

iHerb Can't pay for order

A few weeks ago I changed my email address from [protected]@optusnet.com.au to [protected]@aussiebb.com.au. at the same time, I tried to place an order but the order from won't let me go to the checkout so that I can pay for it. Nothing else has changed (my account, password, delivery address, credit card etc) so I can't see what the problem is. If you sent me some sort of confirmation to my old address (optusnet) I, of course, wouldn't have received it.
I contacted you through your web page a week or so ago, stating the above, but I haven't received a reply.
I need the contents of this order asap
Dawn Wade

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A
9:40 pm EST

iHerb nutritional products

I never got the shipment. It is lying with courier company in customs with not an iota of support from iherb and 388 dollars worth of order is going to be abandoned in customs with no support regarding documentation from iherb or the company or the courier service. I have paid for the product, the clearing charges and the customs charges for nothing. If you are outside california/us do not bother ordering as you will not get any support if you have an issue
Further they will not allow bad reviews to appear for a products.
I have not seen any of one star reviews I had posted on the site.
The question and answers and the reviews are alll doctored at the site.
Never buy

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M
1:33 am EST

iHerb customer service does not answer

I want to cancel my order [protected] and they do not answer me.
For my 50 dollars of order they expect me to pay 26 euros of clearance fee (service fee for the cargo company). They could inform all the fees in advance or they could do agreements such that the cargo company give us all the details for the clearance.
They have chosen the shortest path.
I feel like it was a trap to get my money.

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P
3:10 am EST

iHerb I am declined with order refund

I am declined with refund of my order [protected].
Delivery service boxberry, that iherb is working with, already claimed twice to me via phonecall that they lost the package.
I wrote 4 times already to iherb support and each time they said to wait 3 days with my issue since they need a confirmation from boxberry. However they never provided me any strict deadlines about resolving my issue. They inderectly confirmed, that if boxberry will never respond - I am never getting a refund, because they need a confirmation from them, according to their refund policy. When I asked to give me a proof where it's stated in their refund policy - they refused. Meaning their refund policy is not transparent which is a violation of customer rights.

As of now I want my refund asap + compensation since this situation is unacceptable

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T
10:48 pm EST

iHerb a full refund

I placed an order on the 13th of october 2018 on iherb website ordering a list of sublimations the order contain 8 items with a subtotal of 409.5 usd and shipping fees of 89.5 usd and the order number is [protected] I provided the website with my full address and made sure is 100 % correct before I place my order around 2 weeks later my order has arrived but unfortunately to a different location that has nothing to do with the address I provided to the website so I contacted the customer service agents to tell them that they have sent my package to a wrong address and that im not contacting them for a refund all what I want is my package to be delivered to my correct address since the package is in the same country but in a wrong city which I cannot reach to due to a politics issues between my city and the other city that has my items they told me they will get back to me and made me wait for a week with no follow up then I contacted them again to follow up on my issue but they kept on procrastination with no updates at all I contacted them 14 times so far and they still giving me nothing at all in my last email I asked them for a full refund and that im no longer interested in this items anymore and I want my money back and them reply was I have to wait because they still working on my issue! Its been one month and few weeks already and they still asking for more time to resolve a very silly issue /

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M
3:45 pm EST

iHerb I don’t enter to my account

Программа iHerb запросилась пароль, так как я его не помню, решила сбросить пароль через почту. Захожу через приложение IHerb, а программа меня скинула. Все обнулилось. Почему я не вижу информацию об своём аккаунте, куда исчез мой номер заказа и бонусы лояльности тоже исчезли, программа скинула меня. 21 ноября примерно в 10:30 утро по времени Казахстана, заказала продукты на 54986 тенге. База меня скинула, как так произошло? Не успела даже записать номер моего заказа! Приложила фотографии заказа, так как не записала номер заказа! Как теперь мне быть. Помню свой персональный скидочный код ANU2822, login- makpal_[protected]@mail.ru

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A
12:34 pm EST

iHerb refund/return

"I never received my order"
Order Number: [protected],
I contacted iHerb lots of times now with this problem. I was told to go looking for my shipment at my post office (it was not there), and I have been told to contact "the local", which I assume is the same thing. They do not have my shipment
At this point, all I know is that IHerb has my money but I have not received my product, and I have gone to much, much more trouble than I would have,

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iHerb Customer Reviews Overview

iHerb is a popular online retailer that offers a wide range of health and wellness products. The company has received numerous positive reviews from customers who appreciate the quality of their products, competitive pricing, and excellent customer service.

One of the most significant advantages of shopping at iHerb is the extensive selection of products available. Customers can find everything from vitamins and supplements to beauty and personal care items, as well as natural and organic foods. The company also offers a variety of international brands that may be difficult to find elsewhere.

Another positive aspect of iHerb is their competitive pricing. Customers can often find products at a lower cost than they would at traditional brick-and-mortar stores. Additionally, the company offers frequent sales and discounts, as well as a rewards program that allows customers to earn points for future purchases.

Customer service is also a top priority for iHerb. The company offers 24/7 customer support and has a team of knowledgeable representatives who can assist with any questions or concerns. Additionally, iHerb has a generous return policy, allowing customers to return products within 60 days of purchase for a full refund.

Overall, iHerb is a reliable and trustworthy online retailer that offers a wide range of high-quality health and wellness products at competitive prices. With excellent customer service and a vast selection of products, it's no wonder that iHerb has received so many positive reviews from satisfied customers.
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Contact iHerb customer service

Phone number

+1 (951) 616-3600

Website

www.iherb.com

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