iHerb delivers reliable products at competitive prices with fast shipping, but faces significant customer service failures in dispute resolution, communication accessibility, and quality control issues that leave dissatisfied customers without recourse.
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Customers mention
40+ plastic pillows for 1x single bottle of capsules in an oversized box. For a company preaching health and wellbeing, they go and do this on every order... Why not just put it in a smaller box or a padded envelope? Won't buy from them again due to this.
I received my parcel today, and I was really excited about it. But when I opened it, I got a really bad parcel. All the caps were broken and all the products were damaged. Your service is so poor. You should be ashamed of yourselves.
Avoid iHerb! I ordered essential items 3 months ago via Apple Pay, and they were never delivered. The carrier returned the package to iHerb. My official invoice clearly shows the address is Jerusalem, Israel (via Gaash Locker). Yet, customer service refuses to refund my money, sending automated copy-pasted replies claiming the address is in an unserviceable area. If your system accepted the address and payment, it is your responsibility! Keeping my money for items you got back is pure theft. I have filed a formal chargeback with my bank. Unprofessional and untrustworthy company!
No possible communication, no option to send email or to phone them. No option to unsubscribe.. frustrating. Plus if you read their disclaimer it reads- "The products and claims made about specific products on or through this Site have not been evaluated by the United States Food and Drug Administration and are not approved to diagnose, treat, cure or prevent disease." Anyway, how do I unsubscribe from them???
My experience with this company has raised serious concerns regarding the quality of its customer service and its approach to consumer rights. Despite multiple attempts to resolve the issue, I received only automated or inadequate responses instead of clear and accountable communication from an authorized company representative. 548871936 If a company operates within the European Union market, customers have the right to expect communication and practices that align with EU consumer protection principles and regulations. In my case, I was left with the impression that customer concerns were not being taken seriously and that the issue resolution process lacked transparency. I would advise potential customers to carefully evaluate doing business with this company and to review other customer experiences beforehand. If you encounter any issues, keep records of all communication and relevant documentation.
Though the delivery was quick, I have been OVERCHARGED £36.32 for which I expect a refund. Your website showed this product costs £22.21 per tub LESS 20% promo discount NEW20 and with NO delivery costs to London which makes a total cost for 4 tubs at £71.07 , yet you charged me £107.40 Please therefore refund me the £36.32 soonest and confirm alternatively you will force me to step up this matter to the relevant authorities.
Order: 545684948 I had a very disappointing experience with iHerb customer support and their return process. I returned my order from Germany to the USA via DHL at my own expense and provided full tracking information and official shipment confirmation. The tracking number clearly shows that the package was successfully delivered to their warehouse. However, after receiving the return, iHerb refused to issue my refund and claimed that different items were inside the package. When I asked for proof or documentation supporting this claim, they refused to provide any evidence, citing “security reasons.” I returned exactly the items from my order and followed all return instructions correctly. At this point, I have lost both my money and the returned products despite having proof of shipment and delivery. Very frustrating experience and extremely poor handling of customer disputes.
Expérience très décevante. Ma commande #550196139 a été livrée par DPD à une adresse située à 4 km de chez moi, erreur reconnue par écrit par le transporteur lui-même, avec données GPS à l'appui. J'ai contacté iHerb pour obtenir un remboursement. Première réponse : un copier-coller me suggérant de vérifier auprès de mes voisins. J'ai relancé avec la confirmation écrite de DPD en pièce jointe. Aucune réponse. La raison ? Il est tout simplement impossible de contacter iHerb par email. Leurs emails de support sont en no-reply, il n'existe aucune adresse de contact directe, et le seul canal disponible est un formulaire sur leur site ce qui signifie que ma relance documentée n'a jamais été reçue. Une erreur de livraison peut arriver. Mais l'absence totale de moyen de communication accessible et un remboursement refusé malgré une preuve formelle du transporteur, c'est inacceptable. Deeply disappointing experience. My order #550196139 was delivered by DPD to an address 4 km away from mine. A mistake officially acknowledged in writing by the carrier itself, GPS data included. I contacted iHerb to request a refund. First response: a copy-paste reply suggesting I check with my neighbours. I followed up with DPD's written confirmation attached. No response. The reason? It is simply impossible to contact iHerb by email. Their support emails are no-reply, there is no direct contact address, and the only available channel is a form on their website meaning my documented follow-up was never received. Delivery mistakes happen. But a complete lack of accessible communication, combined with a refund denied despite formal proof from the carrier, is unacceptable.
I have ordered iherb site These units arrived with damaged pump caps and leakaging during shipping. The products are not in acceptable condition, and multiple bottles have cap damage with cleanser leakage i have share all proof and discribe its my first experience in this site but i am not satisfied for iherb.com I have contact you and i have submit complaint but u don’t help me i want refund my amount i have already contact your team he is not helping me i want my money refund my amount
I am extremely disappointed with iHerb’s appalling lack of professionalism and total disregard for customer safety. I recently ordered a bottle of California Gold Nutrition Vitamin E (Order #549167545). Upon opening the sealed bottle, I immediately noticed a rancid, spoiled smell. Unaware of how bad it was, I took the supplement for a few days and suffered from severe gastrointestinal issues and diarrhea as a direct result. I immediately opened a claim with customer service to report this serious health and quality issue. Instead of offering support, iHerb simply replied with an automated, copy-pasted email declining my refund. Their proposed "solution" was to demand that I ship the item back to their warehouse in California in its "original condition." This request is completely unreasonable and unprofessional for two obvious reasons: It is impossible to return the item in its "original condition" because I had to open it to discover it was spoiled and causing illness. The return shipping costs from Europe to the USA would cost significantly more than the product itself (which was only 64 PLN). I replied explaining this and even offered to accept store credit instead of a cash refund to settle the matter amicably. In response, they simply rejected the claim a second time, sending the exact same automated email. iHerb clearly does not care about the health of its customers or the quality of its in-house brands. Forcing international buyers to pay out of pocket to return an opened, spoiled, and harmful product just to get a refund is a terrible business practice. If you are buying from Europe, be warned: if you receive a defective or dangerous product, iHerb's customer service will not help you. I strongly advise avoiding them.
Hello, I’m very disappointed with this order. The tracking shows as “delivered,” but I never received the package. The delivery photo provided by the carrier only shows the outside of the building and does not show the package being delivered to me or to any person. The package was apparently left unattended, which is not secure. Also, I placed the order on the 9th and it was marked as delivered on the 10th, which is unusually fast and makes me concerned about the accuracy of the delivery. I would appreciate a replacement shipment or a solution for this issue. If the products are resent, please make sure the package is delivered directly to a person and not left outside unattended. I already contacted customer support regarding this issue but I have not received a response yet. Order Number 944089768 My help request (16421159) Thank you.
they do have good prices but they use a LOT of plastic packaging - huge amounts of plastic. I've been asking for a long time to use healthier more reasonable packing materials & nothing has changed. Last time they sent a gigantic plastic wrap that doesn't compress & doesn't recycle. It has gone beyond ridiculous.
My order was incorrect. Sent a message through your system,
I had a very disappointing experience with iHerb customer support and their return process. I returned my order from Germany to the USA via DHL at my own expense and provided full tracking information and official shipment confirmation. The tracking number clearly shows that the package was successfully delivered to their warehouse. However, after receiving the return, iHerb refused to issue my refund and claimed that different items were inside the package. When I asked for proof or documentation supporting this claim, they refused to provide any evidence, citing “security reasons.” I returned exactly the items from my order and followed all return instructions correctly. At this point, I have lost both my money and the returned products despite having proof of shipment and delivery. Very frustrating experience and extremely poor handling of customer disputes.
Based on 42 verified customer reviews, iHerb holds an average rating of 3.6 out of 5 — rated Good on ReviewTerminal. 64% of customers gave 4 or 5 stars.
