LuckyVitamin
Reviews and Complaints

They used to be a good company, with fast shipping, and now an order I've placed is taking almost two weeks to receive and upon speaking with two customer service reps, one who was lovely and one who was a condescending jerk, I'm still waiting, and with no follow through on an offer to credit my card back $10, which was promised in the first phone call. Go with Vitacost, go with Swanson's, go with iHerb but do not go with Lucky Vitamin, I will never order from them again!

For over a month I am having the worst experience with this company regarding credit for the returned item. They advertise 90-Day Happiness Guarantee and they provide you with the return label. At this point the guarantee ends. You will have to follow up with them again and again in order to receive the credit. If you contact them by email, know that they will never respond to you. If you call them, get ready to wait at least 30 minutes before you you speak to someone and that someone is the only person dealing with return/refund matters. FedEx tracking shows that they received my return on 12.06.18 and their system is still not updated and I still can not get any definite answer from them.

I ordered product from Lucky Vitamin only to find out later that they do not courier to my door ONLY to my country. I am then left to phone courier company, local post office and customs office to try and locate my package. Not one of these three could locate my package with the tracking number provided. After several e-mails to Lucky Vitamin I have this morning received the following e-mail from them:

"Thank you for reaching out to us regarding your recent order. We are sorry to hear that you order has not arrived. Unfortunately since the shipping method you selected was not insured, we cannot process a credit for the missing order. During checkout, we do our best to provide a description of each of the shipping methods available to you. We also state on our website that uninsured packages will not be refunded.

Please review our international shipping policy on the link below. "

So, they take no responsibility whatsoever. If I cannot even track the package with the number given to me who am I supposed to go to with the problem.

Money gone, more money spent on phone calls to the three companies in an effort to track package.

If there is an issue with sending products to South Africa they shouldn't have taken the order in the first place...

I wasn't able to track my package's delivery and it made me very anxious that my order wouldn't arrive. I had no visual locations on the website and never received any email's for when it was delivered. and there was a charge to receive text messages, which is ridiculous! you are a supply/customer service not a cell phone company. Also, my delivery took to long and arrived 3 days late.

Non existent customer service. Chat reps are rude and unprofessional. Impossible to get any information through email - they just don't respond. Tried calling but after you select to speak to a rep they put you on hold and then the line goes silent. They took forever to ship my order and I'm still waiting to receive it. I'm a first time customer, you would think they'd want to make a good impression. Then they cancelled part of my order with a generic email that says I cancelled it and they were very sad about it! I emailed asking why it was being canceled. No response in a week. I will not be going back.

THANK-YOU, absolutely NO COMPLAINTS! I especially want to commend the EXCELLENT packaging on these two products! Both are in glass containers. The NuStevia was perfectly wrapped in secured bubble wrap and the lemon juice was in an impressive designed cardboard 'sleeve'. This will definitely affect my choice of purchasing from you in the future!

Paula Schalk

I received my order conformation of September 13 and my order was delivered on September 25. My understanding was that shipping was going to take 6 business days. This was quite a bit longer.
(10/02/2018 I just received an e-mail stating that there is missing information on my report) I don't see that anything is missing. Perhaps if you had a person reading instead of a robot they would understand. This process sucks too.

False Information and Product didn't have correct number of tablets. I ordered product on September 10th, 2018 using standard shipping which is advertised as 1-6 business days, and received product on 7th business day, September 18th, 2018. The product was advertised with 90 tablets and only had 60 tablets in the bottle. Please change your standard shipping to state 1-7 business days, and to send me 30 more tables. order number LV16497361.

Order: #LV16497361
Account #: LV43935616
Order #: LV16497361
Order Date: 9/10/2018
Payment Type: CreditCard
Card Holder: Frank Masciulli
Credit Card #: ************6099
Expiration Date: 9/2020

US
Click here to see the tracking details for this order.
Tracking Number: [protected]
Renew Life - Ultimate Flora Extra Care Probiotic 50 Billion CFU - 90 Vegetarian Capsules Formerly Critical Care
Item#: 132169

SHIPPING ACTIVITY
• SEP 18
12:24 PM
Delivered
Package delivered by U.S. Postal Service to addressee
North conway, NH
•

• SEP 18
9:21 AM
Out for delivery
Out for delivery with the U.S. Postal Service
North conway, NH
• SEP 17
1:02 PM
At U.S. Postal Service facility
Accepted by U.S. Postal Service - Tracking ID 9261299998972269834992
Conway, NH
• SEP 17
10:44 AM
In transit
In transit to U.S. Postal Service
Conway, NH
• SEP 16
8:43 PM
Departed FedEx location
Fedex smartpost northborough, MA
• SEP 16
8:31 PM
Shipment information sent to U.S. Postal Service
• SEP 14
2:36 PM
Arrived at FedEx location
Fedex smartpost northborough, MA
• SEP 13
11:00 PM
In transit
New windsor, town of, NY
• SEP 13
2:03 AM
Departed FedEx location
Fedex smartpost grove city, OH
• SEP 12
2:40 PM
Arrived at FedEx location
Fedex smartpost grove city, OH
• SEP 10
6:02 PM
Shipment information sent to FedEx

The web site quoted 5 days for standard delivery, yet when I received the follow up e-mail it stated something around two weeks. That to me is unacceptable.
Btw, the site stated the items ordered were "in stock" but the e-mail showed only one in stock, the other being on "back order". The back ordered item arrived some four or five days after the first and when I opened the box the product had leaked out of the bottle. The screw cap wasn't closed properly (tight). It was a mess!
The protein bar was good!

Sincerely, Dan Coletti

Package has taken such a long time to get to the UK that I contacted them asking where it was.. I got a vague answer about not being able to check this 'type' of postage.
I was surprised by this as I had been given a DHL tracking number. So I went to the DHL site and looked up my tracking number and found it didn't exist.
My package has arrived in the UK but is being held at my local postage depot because the sender did not pay the correct postage costs and because of this I'm being charged approx 40% of what the product actually cost me, in order to actually have it delivered.
Which makes it THE most expensive version of the supplements I wanted on the entire internet, when I was first lured by a really good discount.
I've contacted LuckyVitamin again and live chat went immediately dead. I then received an email from them saying it's my problem as I didn't pay the most expensive postage fee when checking out. I then said, I really can't afford this so I won't collect it and it will be returned to you, will you refund me? At which point all contact went dead.
So I either pay an extortionate amount for postage and get the product, or I let it return to them and won't get a refund - that much is clear.

I feel like I have no consumer rights here at all.

In the time that I've written this complaint, I received another reply from them which is copied and pasted from the first email I received (very politely) saying it's my problem.

Order Number: LV16350870
1. I was supposed to receive the parcel between 24th.28th of July. It's the 10th of Aug
2. Ignoring my emails - 2 of them
3. They told me to contact PostNord since it reached customs on 30th July and I did. They said it isn't in Sweden or at their customs. They cheated me and their website doesn't give proper tracking information. "Reached customs in Stockholm, Sweden. Delivery information end here. Delivery shortly." Shortly my [censored]. It was supposed to be here between 5-10 days. I placed my order on 19th of July.
Terrible service, disgusting delivery and filthy, rude staff. Can I at least get my money back since I won't get the parcel I've been waiting for since I crawled out my mother's uterus?

I've ordered my parcel a month ago and it said to have reached the destination country after a week, yet from there onwards, no parcel has been received. I've contacted every party to check on this matter. When I contact Lucky Vitamin, they ask me to contact the delivery company on my own and they couldnt advise me or offer me a better service on that matter. It has been a terrible experience to have to call all the delivery service and waiting long queue to talk to the customer service from LV.
I'm not sure if this is an issue only for an international customer because I dont stay in the state nor UK. I will definitely request for a refund if the item hasnt yet reach to my doorstep after this long.

Horrible company, requires you to call 1. Your credit card company, 2. Visa merchant verification, and requests you do a 3 way call to visa and then to lucky vitamin as they "cannot make the 3 way call themselves" to verify a first time order of $123.48. Wow. I guess to this pitiful company that amount is like thousands of dollars. Btw, both my cc company and visa told me they had never heard of a retailer requesting a customer obtain the transaction/authorization code from them, I was told the merchant retailer is supposed to verify themselves through visa/mastercard merchant services. Lazy lucky vitamins! They refused to ship my order even though my cc company supervisor verified the transaction went through and was already posted to my account for days. Lucky vitamin said they were holding my package (in some kind of hostage situation) until I obtained this fictitious authorization code which no cc nor visa merchant services was willing to give out nor do a 3 way call with lucky vitamin. Lucky vitamin's "supervisor" also suggested that I try to pay via paypal, wth! I earn cashback from my cc, why in the heck would anyone use paypal? My cc company told me this sounded suspicious and placed lucky vitamin on their fraud watch and disputed the charge while giving me a refund immediately! Oh, and the kicker? I bought the same 4 bottles in the same quantity counts from another online vendor for $23 savings, I only paid $100.91 for the same order saving myself +$22.57! Oh, and my over 20+ (!) requests to cancel my account altogether has so far been ignored. I will file a complaint with my attorney general as well as pennsylvania's attorney general's office, where this "company" is located! Thank god I disputed this order and saved myself 22.57%!

I bought Vitamin Supplement from LuckyVitamin.com on 26th Nov 2017 but the purchased items have not been delivered to date.

When I checked the delivery status, it was still in US and no more further update since 1st Dec 2017.

When I logged a case with LuckyVitamin, it asked me to check with DHL logistic using tracking number. When I checked DHL, it has been pushed back to LuckyVitamin as the seller is responsible to talk to delivery company, rather than, the customer.

I followed up and checked again LuckyVitamin but there is no more response from the company since 30th Dec 2017.

Starting from purchase date, it has been more than 40 days but no clear action from LuckyVitamin where the delivery item is about and when it will reach to the customer.

Can LuckyVitamin take action and deliver the purchased item to the customer promptly. If LuckyVitamin is unable to deliver, the full refund to me is demanded.

Order # LV15570920
Order date: 26th Nov 2017

I had a hard time trying to order several items from them. All information in my profile is correct, including address, so I didn't understand what was the problem.
I contacted their customer service hoping they would help me, but no one ever responded. I wonder if they really exist and why I can't place any order at all (because I tried to order different items from different devices under different IPs and everything was the same). What's going on?

I think that dealing with this website is very expensive. Having so many customers they could have provided a free shipping, because it's really not cheap, probably especially for those who live abroad. Impossible to save the money.
Maybe they have a great idea, but its realization is very poor and drives some customers away. Plus their customer service could have worked better, much better.
A lot of things needs to be improved...

Never order anything from them, especially via phone. They are very inattentive and it may be possible that they will just forget to order something (I mean in case you ordered several items). That's what happened to me.
I called them, named all of the items, they said ok and sent me an email with the payment link. And I noticed that one of the items was missing. I called them and asked to add one more item because I was sure they forgot to add it.
They refused saying that the order was already completed and if I want to order something else, it had to be a new one.
Gosh, it's a mess. Why wouldn't you just do what I ask? the order wasn't paid, but you say ridiculous things!

Rubbish service.
For an unknown reason, I had to pay all of the customs charges even though I chose a standard delivery that's not supposed to be paid and agreed to pick up my order by myself.
So if you want to pay twice - for an item and different charges, then this service is probably suitable.
But actually be careful, because their shown prices are fake...

I ordered two canisters of electrolytes. They delayed the order two weeks and never alerted that there would be a delay. I had to hunt them down as their so called "customer service" is rarely there. Then they only shipped one canister where the invoice says two. I will never deal with them again as they are clueless as how to treat customers and they are thieves.

They do a great job of appearing like they have helpful customer service when I have repeatedly not been called back when told I was, they incorrectly filled out shipping and billing information, in addition to creating this nice friendly facade of 'we got your back!' to really look out for the customer (I will say most of the people I have talked to has been overall nice, but always falls short with promises and expectations). If they actually genuinely care about their customers they would have been proactive and gotten this situation figured out (it took a total of a month and a half of attempts to just process an order, they were claiming it was my credit card issue, but I talked to my credit card company multiple times and there was no issue on their end). The managers are just as bad, almost worse. Also, I noticed patterns within how luckyvitamin customer care is (since I had talked to them so many times), and it's literally worse than if they were just lazy up front and I could see that, or they would tell me they can't help me. But it's a facade. This order was initially sent in OVER a month ago and they still haven't figured it out. I've spent probably 20 hours total just trying to get this order processed. The last time I talked to them was 5 days ago, when I was following up with the manager, and still has not got a response. Its honestly embarrassing how bad their customer service is, especially helping in a timely manner. If you have any plans to get legitimate help from customer service, please for your own sake choose another company.