I recently made a purchase which included an automatic first time user's discount. I was pretty sure I hadn't bought from iHerb before but presumed that the discount would be removed if I had. I put the whole order through and paid through PayPal. I received an email saying I wasn't entitled to the discount and the order had been cancelled. The correspondence was basically blaming me for trying to get another discount. I emailed back saying that the coupon simply appeared and I presumed I hadn't purchased from them before. I received another email saying "Our system does not allow us to remove the coupon, so the order was cancelled and the money rerouted back to the credit card used for the order". So basically they are blaming their customers for a fault in their system. I am so over online behaviour and etiquette from impersonal international stores and will now simply pay a little more to be treated well by our smaller Australian ones.
The worst customer service experience I have ever had EVER!
I ordered 6 items from iHerb.com and only 3 of them arrived. When I asked about it (thinking maybe the package had been separated into two) they claimed "We do not re-ship orders internationally" (I am in Australia) 1) No where on there website does it state this as a policy for international orders 2) Technically it's not re-shipping if the item has been forgotten in the first place. They then stated that they would be refunding me in 'store credits'. I advised that this was ABSOLUTELY not okay and could they please either send me my items or refund my credit card. They then sent me a confirmation email for the amount i was owed advising it would be refunded. Was that the end!??! OF COURSE NOT! A few hours later they sent ANOTHER confirmation email advising that a different (lesser) amount would be refunded.
This amount WAS actually refunded (to my surprise) but they still owe me the remainder which I have now enquired about FIVE times, the first being almost two weeks ago now. So far they have been ignoring me. Really immature and pathetic. Strongly recommend staying away!
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