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I have been an iHerb customer since 2012, placing numerous orders and regularly recommending the platform to my friends. I’ve always appreciated the fast shipping and wide product selection. However, my recent experience with the company has left me deeply disappointed.
In 2022, I moved to Spain and continued using my iHerb account, unaware that it was still tied to Russia. Recently, I discovered that my account is no longer eligible for the Rewards Program solely because it was originally registered in Russia. This feels like discrimination, as I currently live in Spain, place orders to a Spanish address, and have had no ties to Russia for several years.
Moreover, I never received notifications about these changes. If I had been informed, I would have created a new account back in 2022. This lack of transparency is especially frustrating given my loyalty as a customer.
As an American company, iHerb should uphold values of fairness and non-discrimination that are well-known worldwide. Penalizing customers based on their original account registration country goes against these principles.
I contacted customer support (Case ID: [protected]) and only received standard responses with no real attempt to resolve my issue. The solution offered by iHerb was to delete my old account and create a new one, losing my entire order history and written reviews. It’s disappointing that a company I’ve trusted for over a decade does not value its long-term customers.
I hope iHerb’s management will reconsider such policies and find ways to support loyal customers who face similar issues. If no changes are made, I will have to explore other platforms that treat their users more fairly.
