18 replies to this topic

[j03]

I placed a big order with them. I paid by credit card. Then I waited for my supplements. It was supposed to arrive within 4-14 days. A month later i message customer service and they tell me that if it's missing they "can't do anything about it" and they won't refund any money. I basically wasted all that money, and I am quite angry right now about it. No refunds. No concessions offered. Is there any recourse for this? Can i go to my credit card company and say i never got the product I purchased? I don't want to pay for something i didn't receive.

[nameless]

That's sort of weird to hear from iHerb. I've had nothing but good experiences with them. The worst that ever happened to me was an item was on backorder after ordering, and I had to wait about 2 weeks for it to arrive, but it wasn't a big deal. And they've also refunded me once for an item I simply had a problem with -- item had been opened and used, yet they still gave me a refund.

Did you check the tracking number, and how was it delivered? Did UPS (or whoever delivered it) state it arrived? You can try going through your credit card or even try the delivery company. Or write an email to iHerb (asking for the manager) explaining the problem in detail... and maybe they'll do something. Worth a shot to try again.

[ajnast4r]

was it shipped inside the US? i would check the tracking and see where it was sent. then i would try to get in touch with management at iherb

i've been ordering almost strictly from iherb for years and never had a single problem.

[Declmem]

Nothing but good experiences with them here.

But, I've never gotten a response from them via email. Call them if you need any real support.

Edited by Declmem, 29 September 2009 - 06:22 PM.

[j03]

That's sort of weird to hear from iHerb. I've had nothing but good experiences with them. The worst that ever happened to me was an item was on backorder after ordering, and I had to wait about 2 weeks for it to arrive, but it wasn't a big deal. And they've also refunded me once for an item I simply had a problem with -- item had been opened and used, yet they still gave me a refund.

Did you check the tracking number, and how was it delivered? Did UPS (or whoever delivered it) state it arrived? You can try going through your credit card or even try the delivery company. Or write an email to iHerb (asking for the manager) explaining the problem in detail... and maybe they'll do something. Worth a shot to try again.

It was shipped through 'International Airmail - First Class, so there was no tracking information. Also, because I chose this method they will not refund. I sent a few emails, and they weren't responded to yet. I only talked to the live customer service rep and she's the one that told me this.

[j03]

was it shipped inside the US? i would check the tracking and see where it was sent. then i would try to get in touch with management at iherb

i've been ordering almost strictly from iherb for years and never had a single problem.

It was international. And there was no tracking number

Edited by j03, 29 September 2009 - 06:39 PM.

[Blue]

That's sort of weird to hear from iHerb. I've had nothing but good experiences with them. The worst that ever happened to me was an item was on backorder after ordering, and I had to wait about 2 weeks for it to arrive, but it wasn't a big deal. And they've also refunded me once for an item I simply had a problem with -- item had been opened and used, yet they still gave me a refund.

Did you check the tracking number, and how was it delivered? Did UPS (or whoever delivered it) state it arrived? You can try going through your credit card or even try the delivery company. Or write an email to iHerb (asking for the manager) explaining the problem in detail... and maybe they'll do something. Worth a shot to try again.

It was shipped through 'International Airmail - First Class, so there was no tracking information. Also, because I chose this method they will not refund. I sent a few emails, and they weren't responded to yet. I only talked to the live customer service rep and she's the one that told me this.

I have used iHerb "'International Airmail - First Class" numerous times without problems. But only for small orders. If I placed an expensive order I would use a service with tracking such as UPS or DHL. Otherwise one risk is that someone in the transport chain will see the declared high price on the package and decide to keep the untraceable package themselves.

Edited by Blue, 29 September 2009 - 06:54 PM.

[Blue]

You should also consider the possibility that package has been stopped by the customs bureaucracy which may sometime in the future find the time to communicate this to you. Big order from iHerb, big chance stopped.

Edited by Blue, 29 September 2009 - 07:02 PM.

[j03]

You should also consider the possibility that package has been stopped by the customs bureaucracy which may sometime in the future find the time to communicate this to you. Big order from iHerb, big chance stopped.

hanks for the info! But if it was stopped at customs how long in the future are we talking?

[TheFountain]

Iherb has always replaced anything that was either damaged or not shipped for me. This is a strange report. They've even credited me when a certain supplement made me sick.

Edited by TheFountain, 29 September 2009 - 09:55 PM.

[j03]

I got message back from them stating it could take seven weeks, and if it doesn't get here they will "correct the situation". That seems reasonable!

USPS tracking numbers are not trackable. i guess that's not their fault and a lesson for all international buyers: Choose a different shipping method!

[PWAIN]

iHerb must be one of the best companies I have ever dealt with. Very competative prices, good range, extreemly fast shipping - even to Australia, properly packed etc etc. Very happy with the service. Never have problems with them. Only thing I wish from them is to sell AOR products but I guess you can't have everything .

[TheFountain]

When I called their support line to report something was damaged from an order they were ready to replace the entire order and I had to explain to them that all I needed replaced was one item. I find they are prepared to deal with any oversights on their part.

[kismet]

If they state that there's no tracking, they do not replace orders and there's nothing they can do for internetional shipping - which they do IIRC, then it's certainly their right not to replace your order. Anything they do is a matter of goodwill/fairness I guess. If they replaced every order people would suddenly start "losing" orders and gaming the system...
So far I have always chosen the cheapest shipping method for orders <80$ and I got 2/2.

Edited by kismet, 30 September 2009 - 05:06 PM.

[immortali457]

iherb rules

[Blue]

You should also consider the possibility that package has been stopped by the customs bureaucracy which may sometime in the future find the time to communicate this to you. Big order from iHerb, big chance stopped.

hanks for the info! But if it was stopped at customs how long in the future are we talking?

I guess an item can be stuck in the customs for a long time if they find a substance or herb they do not know about which may encompass many of iherb's products. They will likely try get an opinion from their drug regulatory administration which may take some time. They may or may not say something to you before this. In the worst case scenario they will inform you when the police kick in your door. But the only really dangerous thing you can order from iHerb, I think, is DHEA which is classified as a doping substance in Europe.

[Ben]

No problems.

I had a large order that had been obviously kicked by an uneducated sub-human delivery man-like being. Glass was smashed and everything was covered in a thick, gooey, smelly coating of pomegranate concentrate that had ripened a bit in the Australian heat. I emailed them about it and they immediately refunded my order. They were also very polite about doing so.

The prices are good too.

[FunkOdyssey]

I had a large order that had been obviously kicked by an uneducated sub-human delivery man-like being.

Lets hope these sub-humans don't have internet access or this won't be the last package you receive in such condition.

[kenj]

I had a large order that had been obviously kicked by an uneducated sub-human delivery man-like being.

Lets hope these sub-humans don't have internet access or this won't be the last package you receive in such condition.

O/T [long],

oh Harhar :DD, that reminds me: Once Upon A Time In The Cold Winter (many y/ago, fortunately) I had to pick up a shipment of several 'Berry Green' glass bottles (before they changed it to shatterproof bottles) from a warehouse. I'd bought it abroad online, and I wasn't home when the shipping company tried deliver it. At that time I usually had to pick up internet orders at the warehouse.
So after a looong (and IIRC frustrating) day at work I jumped on my bike, and rode 10+ miles through rain and sh!tty weather to pick it up, - I called 1st to have them confirm they'd have the package ready, -
I was SOAKED when I arrived like 8PM, and to my ~self-fulfilling prophecy I was met with the matter-of-fact statement that they 'unfortunately didn't have my package in, before tomorrow morning'.

I just snapped. I actually yelled like a MadMan Across The Water for several minutes, and the customer service, althou' probably abit emphatic in my soaking wet situation, just looked stunned at my behaviour -- no comments.
2 days later I returned, and picked up the g*ddamn package, - I just quickly noted it was abit 'dented', but wasn't until at home I found out the glass bottles were smashed...
(highly probably coincidence, but, FWIW, I'd like to think I've sinced learned to 'create' instead of 'react' in victimization, and reap all that postive jazzzz that follows.)

But, yeah iHerb is solid for international business, - IME, iHerb->DHL is a match made in heaven.