I placed an order with iHerb.com on 8 April 2016. My order included: EcoTools Retractable Kabuki Brush, Natural Factors B12, Home Health Castor Oil, Christopher’s Original Formula Herbal Tooth and Gum Powder, Now Foods Solutions Vegetable Glycerine, Thayers Dry Mouth Spray, two bottles of Thayers Alcohol Free Toner Unscented Witch Hazel, Bar Keepers Friend Cleanser & Polish, Sierra Bees Organic Lip Balms, Calendula Caress and Herb Pharm Calendula Oil.
I chose the DHL delivery option with my last order and that took a long time. With this order, I chose the UPS option which was faster. My order arrived on 15 April. I live in a regional area, so this delivery time is excellent.
The castor oil was enclosed in a plastic bag. The bottle’s lid did not have tape over it, but its contents had not leaked. The vegetable glycerine was enclosed in a plastic bag. Its lid was not sealed with tape but there was no leakage. The dry mouth spray had a plastic seal over the bottle so it was not wrapped in plastic. The bottles of witch hazel were enclosed in plastic bags and their lids were not taped. One bottle had a tiny amount of leakage. The Calendula Caress was wrapped in bubble wrap. The Herb Pharm calendula oil was not enclosed in plastic but its lid had a plastic seal over it.
My main purchase was a brush set. Since I didn't want to pay for the international shipping, I went ahead and purchased a few other smaller items to make use of the free international shipping they offered when buying above a certain amount.
Shipping took a month. And when I opened my parcel, the brush set was no where to be found. I wrote in twice to ask about it. The attitude they had was rude. All the staff said is that they don't re-ship international items and they will refund me the amount. I WANT MY PURCHASES NOT MY MONEY BACK! I wasn't even given a choice. So if I wanted my brushes, I'll have to go buy them and pay for shipping all over again when it wasn't even my fault. Worse still, the amount refunded was much lower than the amount of the item. I'm not sure whether they'll blame it on the exchange rate but the AUD-USD exchange rate is not that significantly different.
Horrible horrible experience. I will never recommend this site to anyone and will not purchase from there either.
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!
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.
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I chose the DHL delivery option with my last order and that took a long time. With this order, I chose the UPS option which was faster. My order arrived on 15 April. I live in a regional area, so this delivery time is excellent.
The castor oil was enclosed in a plastic bag. The bottle’s lid did not have tape over it, but its contents had not leaked. The vegetable glycerine was enclosed in a plastic bag. Its lid was not sealed with tape but there was no leakage. The dry mouth spray had a plastic seal over the bottle so it was not wrapped in plastic. The bottles of witch hazel were enclosed in plastic bags and their lids were not taped. One bottle had a tiny amount of leakage. The Calendula Caress was wrapped in bubble wrap. The Herb Pharm calendula oil was not enclosed in plastic but its lid had a plastic seal over it.