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iHerb.com
 
 

iHerb.com

Average Rating 4.45/5.0 store rating 455 store reviews
Customer Service 0
On-Time Delivery 0
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by: northvancan
December 4, 2013
Author's Rating: 1/5.0 store rating
Customer Service: 2/5.0 store rating
On-Time Delivery: 3/5.0 store rating
Awful customer service. They make you prove their mistake by taking a picture of it and then they offer to refund the product in approximately 4 weeks or more if you ship it back to them. There was no mention of refunding the cost to ship it back.
I only ordered 2 products and they got one of them wrong! How difficult is it to fulfill such a small order. I suggest going somewhere else, it is a gamble if you want to take a chance on getting what you ordered right and another gamble as to whether they will rectify the problem for you in the end. Here's my advice, don't bother shopping here.

**Update: Only after I sent a reply to their "ship it back if you want and we will refund you in due time, blah blah blah" email stating that I would never shop there again, did they reply stating they would refund the wrong product to my credit card. What a lot of trouble for an item that was less than $4.

by: noahsoares
November 15, 2013
Author's Rating: 1/5.0 store rating
Customer Service: 1/5.0 store rating
On-Time Delivery: 1/5.0 store rating
This is how the scam works. You are charged for the order + shipping. The order is never shipped, and there is no shipping proof (custom reject, wrong address, or fail delivery) They refund you for the order cost minus 20% minus shipping.

Read the fine print! Please Note: If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, we will refund your credit card as follows: You will be refunded the total amount of the order, minus the shipping charge, and 20% of the value of the order, (as a re-stocking fee). We will also subtract any other outside charges iHerb.com has incurred during shipping, such as warehousing fees, return postage fees, etc.

by: pamela3657
October 11, 2013
Author's Rating: 1/5.0 store rating
Customer Service: 1/5.0 store rating
On-Time Delivery: 3/5.0 store rating
Very poor customer service.  They told me they'de send a mailing label 3 times and never got around to it.  After chatting with a customer service rep for the 4th or 5th time he actually resorted to calling names instead of actual customer service. 

by: anotherkiwi
October 2, 2013
Author's Rating: 1/5.0 store rating
Customer Service: 1/5.0 store rating
On-Time Delivery: 1/5.0 store rating
I live in New Zealand and took at face value iHerb's website claims to provide fast and reliable service. I used their recommended shipping method, DHL Global Priority Mail. My first order, in July, arrived promptly and safely. I repeated the order at ...
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by: janiceyu11
April 3, 2013
Author's Rating: 1/5.0 store rating
Customer Service: 1/5.0 store rating
On-Time Delivery: 1/5.0 store rating
Iherb is unwilling to accept any responsibility when there is a delay in shipping due to their error in the shipping label to the recipient.  In fact, they will blame you for being inpatient.  Iherb forgets that an online site relies on volume and customers who refer them.  My shipment was never delivered to the recipient.  The supplements were intended as a gift and now they have turned into a nightmare because of poor customer service at iherb.

by: jerushka
March 20, 2013
Author's Rating: 5/5.0 store rating
I have been shopping at iherb.com for over two years.  It is by far the best customer service of all the companies I have dealt with.  They process returns the same day they are received.  iherb offers a VIP discount on all orders, no one else does that.  Plus free 1-3 expidited delivery of your order when the amount is over $40.00 and is shipped UPS 2nd day air.  You can't beat their program.  They even have 'live chat' available for immediate response to inquiries.  iherb.com keep up the good work, you are my one stop for all my orders!

by: nina22
February 20, 2013
Author's Rating: 1/5.0 store rating
Customer Service: 1/5.0 store rating
On-Time Delivery: 4/5.0 store rating
iHerb are disgraceful in regards to replying to emails. They either ignore you or take a ridiculous amount of time to reply. Waited 5 days for an answer to one email and another has been completely ignored. This is regarding a faulty item in my order so I guess I will never get a reply. Will not re-order from them. 

by: jengems
January 29, 2013
Author's Rating: 3/5.0 store rating
Customer Service: 1/5.0 store rating
On-Time Delivery: 1/5.0 store rating
I had noticed if there were any complaints about iherb, most of the time would be about the customer service. With my years of online shopping experience, iherb has by far the worst customer service I have ever encounter. 

"Toni" the service personnel obviously doesn't enjoy his/her job or perhaps the company does not set a certain standard for the employees.

My experience in short: Wrote to customer service about my order which was being returned. Obviously anyone would like to find out why? So my reply from "Toni" was to be exact: "it does not said custom sent it back." and that was the explanation I get basically. So I wrote back to clarify and gave a piece of advise by telling "Toni" to do his/her job well or don't do it at all. Guess what?! He/she actually wrote back again and another lame response: "You had a question I answered it. I cannot predict why something was done in customs. Thank you".

Honestly, I am glad that there are other websites that providing the same products online.

by: riose
November 30, 2012
Author's Rating: 1/5.0 store rating
Customer Service: 1/5.0 store rating
On-Time Delivery: 1/5.0 store rating
Almost 8 weeks passed since my order and I still haven't received anything. Their customer support refuses to be helpful. Parcels from iHerb are being lost ALL OVER Europe. Someone must be stealing them in the warehouse or something, because it's unbelievable – just check iHerb facebook page and read customer comments.
The company doesn’t inform you during the ordering process that it is not going to refund the money if the package has been lost.
I'll never do business with them again.

by: mrud2791111
November 26, 2012
Author's Rating: 2/5.0 store rating
Customer Service: 1/5.0 store rating
On-Time Delivery: 1/5.0 store rating
Hi GUYS.
I ordered in iherb on 10th October and till today 26.11.2012 didnt get my order.Customer service of iherb replies me wait!
How long I dont understand.
 

by: december6
October 9, 2012
Author's Rating: 1/5.0 store rating
Customer Service: 2/5.0 store rating
On-Time Delivery: 1/5.0 store rating
I ordered from iherb two months ago and never recieved my package. Iherb does not offer refunds on international shipping, something that you have to search for on the site. In my opinion, that should be put right beside the International Shipping option when you order so that the consumer knows then that they will not recieve a refund.
The shipping was reasonable and the products were a great price - cheaper than I paid when I bought some in England, however since I never recieved them, I cannot vouch for how good the face lotion was that I also ordered. I also ordered Real Techniques brushes. I can't imagine that customs would have sent back my order since all it contained was face lotion and makeup brushes, but anything is possible with them.
 

by: indisguise
September 22, 2012
Author's Rating: 5/5.0 store rating
Customer Service: 5/5.0 store rating
On-Time Delivery: 5/5.0 store rating
I absolutely love this company.  I'm from the UK and a lot of the products and brands that iherb sells are really expensive over here.  I've been a customer for a few years now and have never had a problem.  Shipping is quick and cheap and quite often they'll pop a few product samples into the package too.  I'm a very happy customer indeed!

by: tokyofan
September 18, 2012
Author's Rating: 2/5.0 store rating
Customer Service: 2/5.0 store rating
On-Time Delivery: 5/5.0 store rating
Living in Tokyo, Japan I've been a regular customer of iHerb for several years as they readily ship overseas. I hit a snafu with a recent order and think there's a problem with their website.  First, I tried to 'remove' an unwanted item before I placed the order--and although it was x'd off, it still showed up in the final placed order. I then saw there was an option to 'modify' my order after placing it. So I removed the item again and re-ordered. But iHerb sent DUAL shipments rather than re-configuring the first order. I didn't catch this as the order #s were identical (with identical items) and I naturally assumed this was ONE shipment. Since this was clearly a problem with the website and not my oversight, I believed iHerb should pay for the return shipping OR at least give me credit that I can use towards a next purchase. However, none of their 'customer service' people seems sympathetic and said they could not cancel orders after they were shipped.

by: rcolusso
September 7, 2012
Author's Rating: 1/5.0 store rating
Ordered (LJ9907275-0) placed on IHERB WEBSITE ON the 5th of July 2012 not received and no refund given!!

Reply; orders that are shipped via International Airmail that are lost are non-refundable.

= UNHAPPY   CUSTOMER

by: dokken92
August 17, 2012
Author's Rating: 5/5.0 store rating
Customer Service: 5/5.0 store rating
On-Time Delivery: 5/5.0 store rating
I ordered Monday afternoon at around 2pm. Order status was packaged and shipped that same day at 4pm. A couple hours later I tracked my order with the tracking number provided via ups. I received my package on Thursday. I got my order in just 3 days! Did i mention i got free shipping? Everything was perfectly packaged. I even got a $5 discount for being my first purchase. All the material my order was packaged in was 100% recyclable and i like that iherb is environmentally friendly. All my 4 products were separately packaged in a zip lock baggy and put in nicely. All products were sealed and perfect. They even added some freebies like a recyclable iherb pen and a tea bag to try out. I'm happy with my purchase and will buy again in the future. Definitely recommend! 

by: philsaqua
August 14, 2012
Author's Rating: 3/5.0 store rating
Customer Service: 3/5.0 store rating
On-Time Delivery: 2/5.0 store rating
I ordered to iherb last july 24, product was shipped july 25, thought it would only be 10 days shipping to asia pacific. its been 21 days now and i havent received my product yet, i went to my postal office last friday, they dont have a clue with my parcel. i gave them my mobile number to text me if the package arrived there. until now, still no notification. im planning to go to postal office again to inquire about that. i started to doubt if iherb really shipped my order. it costs 78.78dollar. which i earned thru online job that took me couple of weeks to earn that and buy supplements for my candida problem. this is really disappointing and frustrating! :( I will try to update this post when i get my order! Right now im really worried!

UPDATE: I RECEIVED MY PACKAGE TODAY! TOOK A MONTH BUT ATLEAST I RECEIVED IT I FEEL AT EASE NOW! THANK GOD! THE INSIDE PACKAGING IS GOOD!

by: polarbearj
May 16, 2012
Author's Rating: 1/5.0 store rating
Customer Service: 1/5.0 store rating
On-Time Delivery: 3/5.0 store rating
They sent us all moldy products, would not respond to our emails and then refused refund. They even suggested I contact the manufacturer. Utterly ridiculous!!!!!!! DO NOT EVER ORDER FROM THEM!!!!!!!!

by: jharri30
May 6, 2012
Author's Rating: 1/5.0 store rating
Customer Service: 1/5.0 store rating
On-Time Delivery: 5/5.0 store rating
I purchased a product online and waited for shippment to arrive, when the package got to my house, it was the WRONG product yet all of the paperwork read what I specifically asked for I still received the wrong item...

by: iHerb.com Shopper
April 24, 2012
Author's Rating: 4/5.0 store rating
I like to shop again here

by: cheerygirl123
February 27, 2012
Author's Rating: 5/5.0 store rating
Customer Service: 4/5.0 store rating
On-Time Delivery: 5/5.0 store rating

Just got an email from www.iherb.com
SPECIAL $8 DISCOUNT VOUCHER FOR ALL 1st time NEW CUSTOMER OFF TOTAL PURCHASE
(until feb 29 US time, which is ENDING SOON) normal discount is just $5 and
now is mad discount to $8

$8 special coupon codes provided here
---> AJO061

So 1ST TIME CUSTOMER better make up your mind fast, before a good deal $8 expire

A huge variety of products to choose with,
Very reasonable prices
Very cheap shipping price to all countries
Sweet Freebies = free sample
FAST response to enquiry, fast pick up items and shipment out

I am totally impressed
I just made my purchase a few days ago as a 1st time customer, i got a discount of $8,
I am very happy =D and satisfied with the products i chosen, paying a small amount of money,
to get so many good stuff

and they pick up my products and ship out in a very fast speed
Good job IHerb =) keep it up

by: stephanie24
February 21, 2012
Author's Rating: 5/5.0 store rating
Customer Service: 5/5.0 store rating
On-Time Delivery: 5/5.0 store rating
My first order from iHerb was a 3 weeks ago. I received my package last week and I'm quite pleased with it!!! Firstly because as it is my first order I got $5 off by using the code SOV845, and secondly because the products are of high quality, not to mention their price is completely reasonable!

by: marilyn2tango
February 16, 2012
Author's Rating: 2/5.0 store rating
Customer Service: 2/5.0 store rating
On-Time Delivery: 5/5.0 store rating
I'm very allergic to soy, and obviously any products containing soy. I've known about this allergy for at least 10 years, so I'm very vigilant when it comes to looking for any food products, as well as anything that touches my skin or ...
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by: iHerb.com Shopper
February 8, 2012
Author's Rating: 3/5.0 store rating
something is cheap,not everything

by: kriko
January 26, 2012
Author's Rating: 4/5.0 store rating
Customer Service: 5/5.0 store rating
On-Time Delivery: 4/5.0 store rating
This is a great site for buying supplements, and the prices are vey competitive (you can use the coupon  IDA759 for a 5$ discount). I give it 4 out of 5 stars, because they could be a little bit faster when shipping the items. But it's still THE best site to buy a wide range of supplements.

by: iHerb.com Shopper
January 5, 2012
Author's Rating: 5/5.0 store rating
very good~~~

by: jonaspt
December 8, 2011
Author's Rating: 1/5.0 store rating
Customer Service: 3/5.0 store rating
On-Time Delivery: 1/5.0 store rating
I never received my order #7086791, over $50 worth of products (there were others as well).
My post office has no idea, and on iHerb's end they just don't care, and they never refunded me back.
Way to treat a customer...
I'll never do business with them again, and I'm going to write my story on other review sites.

by: iHerb.com Shopper
November 22, 2011
Author's Rating: 4/5.0 store rating
iHerb is very kind and good!!

by: wjsmith
November 16, 2011
Author's Rating: 1/5.0 store rating
Customer Service: 5/5.0 store rating
On-Time Delivery: 5/5.0 store rating
I’ve been ordering items from iHerb for years. I've always received excellent service, superior products, great prices, and fast shipping from this company. Here’s the thing though, due to their lack of ecological shipping practices (such as ...
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by: reviews101
November 9, 2011
Author's Rating: 3/5.0 store rating
Customer Service: 2/5.0 store rating
On-Time Delivery: 5/5.0 store rating
I have ordered from iHerb for several years because of their good prices, fast delivery and ease of ordering.  However, my recent email and Live Chat experience with their Customer Service department leaves a lot to be desired.  The replies were clipped and somewhat condesending.  The Live Chat was terminated by the site operator, something that has not happened to me before.  In my experience, out of courtesy, a site operator usually waits for the customer to end the chat session.

Over the past 2-3 years there have been reductions in the discount percentages offered for larger orders, fewer shipping options and cost of shipping have increased.  iHerb's Customer Service department could use a refresher course in providing their once-upon-a-time quality customer service.


So disappointing because iHerb's prices are competitive, they carry a huge inventory, and even with the increase in prices, shipping costs are very affordable with consistent on-time deliveries.  I want the full package - great prices, fast delivery and excellent customer service. 

Although I will most likely continue to order from iHerb, I'll be looking for other online sources that offer comparable prices for products I usually order from iHerb.  iHerb used to be my sole online source.  Not any longer.

by: bruce1984
October 27, 2011
Author's Rating: 5/5.0 store rating
Customer Service: 5/5.0 store rating
On-Time Delivery: 5/5.0 store rating
I have had about two dozen orders from iHerb during the last year or so. Every one of them has arrived fairy quickly, in fact my last two orders were shipped 40 minutes (yes, forty minutes) after I had placed them! That must be a world record! Packaging ...
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