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Very Poor Customer Service!

When a package I ordered didn't arrive on time, they did not offer any alternatives. I ended up having to buy more expensive local substitutes, but I also found one of their competitors to order from. I insisted to get credit for products I paid for but didn't receive. That credit was finally processed for the discounted price I paid. Eventually, the package arrived. I asked them then to re-charge my credit card. Well, they charged me more -- the undiscounted price. When I pointed that out we had many emails explaining that I will have to order again from them before they apply that discount. It is not the amount that matters - it is the poor manner they handle their customer concerns. I will never buy again from this company - they lost my business and probably most of my referrals as well. And I will get that credit through my credit card company.
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ID
#797170 Review #797170 is a subjective opinion of poster.
Location
Charlotte, North Carolina
Reason of review
Problems with payment

Terrible Experience with iHerb

1.3
Details
I have had the most horrific experience with iHerb. I placed an order worth $ 75 from India and when the order arrived, I was informed that I'd have to pay an additional $45 in customs duty on the order. This would make the price of the product far more expensive than what it was sold here in India for. I decided to send the product back to iHerb as they had not warned me about these exorbitant customs duty that I'd have to pay. When I tried to contact them about getting a refund, their customer service team informed me that the cost of returning the product would amount to as much as I had paid for the product and hence I was not eligible for any refund. They then made an offer to refund 50% of my customs duty should I choose to accept the order and pay the taxes. I figured this was a better option than losing all my money so I paid an additional $45 in taxes. When I requested iHerb to refund 50% of the taxes I paid back to my credit card they then told me that they would only be able to give me this amount in store credit. This credit is absolutely useless to me because shopping at iHerb is ridiculously expensive for someone living outside of the US since there is such a huge surcharge of customs duty. Apparently on iHerb's website, it is listed in fine print that "Duties and Taxes may be collected at delivery ", but what is the expected amount of that never stated. Most people don't even read this fine print, and those that do probably are unaware of how steep these charges are. iHerb ought to be giving an estimate of these charges upfront to their customers so that they can make an informed decision. I feel cheated and disgusted at the service I received at iHerb, they clearly don't care about customer satisfaction at all and have lost me as a customer forever. I would like to reach out to as many people as possible, shopping from this website to let them know how terrible they are and don't care about informing you of the actual price that you will end up paying for the products you purchase.
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2 comments
Anonymous
#1166002

I had a similar experience with 2 shipments to India, actual cost of the items, shipping charges, excise duty and charges paid to DHL for delivering the items home was just too much. Never shopping with iherb. To top it all i left reviews for the items i picked up, such a cheeky company, they never posted my comments on their website!!

Anonymous
#1164253

With respect, it sounds like your problem is with the Indian customs officials, not iherb. All countries charge customs/duties on packages once they arrive, and shippers often cannot know in advance what that will be, thus they just inform us that customs may be collected upon arrival.

This has nothing to do with iherb--it would happen with other vendors too. The "steep charges" are not iherb-related: They're from your government.

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ID
#791760 Review #791760 is a subjective opinion of poster.
Location
New Delhi, Delhi
Service
Iherb Customer Care
Cons
  • Lack of understanding of my point
  • Total frustration
  • Said one thing did another
Reason of review
Poor customer service
Loss
$50
Preferred solution
Full refund
1.0
Details
Indian customers please never never order from this company. I ordered 2 creams from this website and paid 3500 Rs with delivery. I paid for this with my credit card and next day i got call and emails from DHL to upload some documents for the custom clearance. after...
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ID
#787849 Review #787849 is a subjective opinion of poster.
Location
Vadodara, Gujarat
Reason of review
Poor customer service
Loss
$3500
Preferred solution
Full refund
1.0
Details
They send by snail post which takes 3 weeks to arrive in Spain. Then the surprise of customs of over 30€ on a 68€ order! No warning of this while purchasing. Total rip-off and misleading sales practice. DONT BUY FROM THESE SCAMMERS! 80 words minimum? I am so pissed off...
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8 comments
Anonymous
#1176967

DHL have popped a card in my door saying that they cannot deliver my urgently required goods until I pay £18 duty (equal to approx half the cost of my order) by US customs for buying from IHerb and they now tell me that I can refuse to accept the delivery but costs of all shipping will be subtracted from any refund due! Cute eh.

Heavens knows what that will turn out to cost me. Because you buy in sterling on the IHerb website nothing alerts you to the fact that the goods are not in stock of the UK and as they are not open about this fact you place your order blind to the fact that duty will be due on top of the amount of the order.

They seem to have no qualms about behaving in this underhanded way. I can only imagine they make a profit on the delivery costs they charge you because there is not profit otherwise and a definite loss of a repeat custom and very bad press to boot.

Beware!

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ID
#786081 Review #786081 is a subjective opinion of poster.
Cons
  • Not mentioning the exact customs duty
Reason of review
Problem with delivery
Loss
$75
Preferred solution
Full refund

Magnesium Malate Review

1.3
Details
My order was supposed to arrive by the 4th of February. Now it says the 11th. I was given a credit for shipping because I complained but I still have to wait for the item. If they were truthful and it was sent US mail as stated I would have it already. Instead they sent it fed x. I will never use this company again.
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ID
#785052 Review #785052 is a subjective opinion of poster.
Location
Sautee Nacoochee, Georgia
Reason of review
Problem with delivery
1.0
Details
Update by user Mar 03, 2016

As expected, iHerb.com did not respond. No communication after telling me it's not them, it's the your credit card company's problem.

So, I spend extra time fill out form and prepare documents to get the charge credit back into my account.

It took 32 days!!!! So, the r...

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1 comment
Anonymous
#1173491

I just ordered a few days back and found the same thing inappropriate. Their payment gateway didn't ask me for any verification for ICICI and the money got deducted purely on CVV which is on card itself.

Thinking anyone can debit any amount using only my card as no other verification is there.

ID
#782097 Review #782097 is a subjective opinion of poster.
Location
Hong Kong, Hong Kong
Product
Iherb Supplement
Cons
  • Potential breach of online credit card security
  • Faulty ordering site
  • Inadequate e-commerce platform
Reason of review
Problems with payment
Preferred solution
Full refund
5.0
Details
I have purchased many vitamins, supplements from iherb. I have always found the service to be FAST and the prices are the lowest I have found on a regular basis. I may find a cheaper price for an item here and there, but iherb is very consistent. I am very pleased with...
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ID
#777752 Review #777752 is a subjective opinion of poster.
Location
Singapore, Singapore
Service
Iherb Shipping Service
Pros
  • Low prices
Reason of review
Good customer service

Iherb Online Order Review from Auckland, Auckland

2.2
Details
I ordered from New Zealand. My order was quoted in NZ dollars on the website and I was billed NZ $398 plus shipping. My order was returned by customs and iherb refunded me US150 converted to NZ $169 more than $200 less than they quoted me in $NZ originally. No bank on the planet has this conversion rate. Furthermore, this really is fraud as I was quoted in NZ not US. Be very aware when you order from this website they are cheats and dishonest. I will never use them again
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ID
#776315 Review #776315 is a subjective opinion of poster.
Location
Auckland, Auckland
Reason of review
Pricing issue

Tried to create an account

Only way you can order from this company is to have an account. I created one with my online purchasing email and the form would never accept the email, saying that it was invalid. As it is a yahoo account I have used for years I was pretty sure it was still valid. I gave up after trying another email as well. What a waste of time. So, instead of getting a new customer and possible repeat business, I decided to order the same product from amazon for just a little bit more, but at least they send it to me and want my business.
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1 comment
Anonymous
#1137989

Sometimes when you type in an email address or a shipping address, the software WON'T recognize it as a valid address unless you leave a SPACE after the address. (But here's the tricky part: SOME programs won't accept an address as valid unless you leave NO space after it.

So if one method doesn't work, try the other. Crazy, but it usually works.)

ID
#775909 Review #775909 is a subjective opinion of poster.
Reason of review
Order processing issue
This is regarding the order of Natural Factor Iron Tablet, paid a total sum of Rs 1090/- which included heavy shipping charges already but when the product arrived here in India DHL are asking me to pay additional Rs 1200/- as a custom duty charges which was not...
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1 comment
Wynona
#1173501

I wish I had seen your comments eariler.

I had placed my first order to iherb about 15 days ago.

It was about 1500/- for the products and 700/- shipping.

** custom charges may be taken.

I never thought of customs to be about 1800/- bucks.DHL called and told me so. Still waiting for the product to arrive.

Now, what i am paying - 1500 for products + 2500 for other charges.

ID
#773398 Review #773398 is a subjective opinion of poster.
Location
Mumbai, Maharashtra
Cons
  • Treat customers as if they are dumb
Reason of review
Pricing issue
Preferred solution
Price reduction

Iherb Online Order Review

Don't buy from this company internationally. Customs is an issue. They don't even warn you when you order. No refund! Total rip off.
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ID
#769755 Review #769755 is a subjective opinion of poster.
Location
Göttingen, Lower Saxony
Reason of review
Poor customer service
2.0
Details
Ordered from iHerb and shipment was expected to arrive on Dec 28, it's Jan 10 I am still waiting for shipment. I think it's both DHL and iHerb's problem. Package is now held in customs waiting for ID and address proof for a health supplement product. Cannot provide...
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ID
#767220 Review #767220 is a subjective opinion of poster.
Location
Douglas, Isle Of Man
Product
Iherb Supplement
Cons
  • Nil customer service
  • Took money not receiving order
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered

IHerb is one terrible experience!

1.0
Details
False information on their website, and not willing to solve any issues. Ordered for $164, but hey, customers are dumb and why bother...! Idiots! Packed poorly as well, 4 out of 10 boxes are damaged. People WATCH OUT! When you want to order with iHerb.com !! When you search on their page for information about import taxes, they state: 'you MAY have to pay import taxes' and 'you will be billed directly for them.' This information is FALSE. They don't charge, so you think you're order is free of charges... But then DHL shows up with the bill. They just show up at your door telling you to pay €45. If you'd refuse they won't send the package back, iHerb doesn't allow that, so they will destroy it leaving you to loose the $ paid for the products!!!
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ID
#766732 Review #766732 is a subjective opinion of poster.
Location
Alphen Aan Den Rijn, South Holland
Cons
  • Treat customers as if they are dumb
  • Will never order from them again
  • No help correcting their mistakes
Reason of review
Poor customer service
Loss
$28
Preferred solution
Let the company propose a solution

A SCAM!

1.0
Details
I've had a terrible experience with this site. They didn't mention shipping costs any where on their site. I found out that I had to pay more than the product cost to DHL when it arrived. Then they promised me a refund. It never came. When I asked again, they claimed that DHL charged them as well, so I wouldn't get my refund! They ought to be more honest about all the costs involved. I'm very unhappy with their service and will never order from them again.
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1 comment
Anonymous
#1092955

Thank u for writing this review as i was about to order from this website iherb i am in delhi now emptying the cart thank u once again

ID
#764910 Review #764910 is a subjective opinion of poster.
Location
New Delhi, Delhi
Cons
  • 0 refund for my 40 dollar purchase
  • No help correcting their mistakes
  • Never got product i did want
Reason of review
Problem with delivery
Loss
$21
Preferred solution
Let the company propose a solution

Iherb - Brush Review from Vienna, Wien

3.5
Details
I returned with post my order on end of october,cuz the post charged me like 60 % custom fee what i didnt know before as by the pay i saw the custom fee is 0. So i contacted them on chat and they told me if i dont want the order i do not take it from the post office so it will be automatically returned. Im waiting since october and the answer is everytime the same: if is there i get email. I told them to check it out where is it,it has been shipped with fed ex so i quess they have in the system where is my pocket. But its not possible they speak. So they advice me to wait untill i die. Im very sure already i will never see my money back!!!!
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ID
#762682 Review #762682 is a subjective opinion of poster.
Location
Vienna, Wien
Reason of review
Pricing issue