As a customer for many years and getting good service and shipping in the past, as of Jan 2015 I knew that something was terribly wrong with this company. Boxes shipped with 1 piece of tape, dented and crushed cans and products out of date and expired. As a matter of fact my post office won't accept any more shipping from this company because the post office has had to repack their boxes because they only put 1 piece of tape on the boxes.
I am sick and tired of getting dented and smashed cans and then the shipping dept send more dented cans as a replacement. Stick a fork in me, I am done with this people. The customer service reps want to give you a lecture on how to speak to them. Ha ha. From what I understand Kroger food store company has bought them out. Good for them. Vitacost will go down the tubes. Good luck Vitacost!
SOMEWHERE, FLORIDA -- I ordered 6 items. They sent 2 and indicated on the invoice the other 4 items were shipped separately. They canceled the back ordered items, and never let me know. They gave me a $10 discount as 1st time customer, showed it on the invoice, but my credit card showed they charged me more than the invoice without the 1st time customer discount.
I emailed several times, they would not honor the promotional code that their website offered and accepted and applied when I paid online. They gave lots of excuses, would not honor discount. I opened a dispute with my credit card company and they charged back the discount to Vitacost immediately. It would seem VitaCost is very disreputable.
ILLINOIS -- I ordered one simple thing, Vitamin C powder; and as 5 days had gone by I was wondering where my order was. I'm only one state away within 6 hour driving time.... so I checked the tracking number link they sent me and it went to Spee-Dee delivery. It said "Your search found 0 of 1 package(s)".
So I called Vitacost customer service and they said Spee-Dee delivery must not have received the package. What? That makes absolutely no sense at all! If you pulled the order and Spee-Dee picked it up from you how can they not have the order? I'm assuming that they picked the order up from there, right? So basically, either Vitacost pulled the order and never shipped it or someone at Spee-Dee stole it or decided not to enter it.
Vitacost did not compensate me in any way whatsoever, an apology and that was it. I'm fighting late stage Lyme Disease so it is important my supplements arrive in an appropriate time (at least within a week) and cannot afford my orders to disappear. I will not order from them again. Ordering supplements online is supposed to be low maintenance, not with Vitacost.... Their shipping is HORRIBLE!!
ONLINE, FLORIDA -- If I could give negative stars, I would. Their prices and customer service have always been incredible, but I've noticed in the last 6-9 months, they have gone completely downhill. I live in Canada and they started advertising "No surprise tax bill at your door" in their Canada shipping ads. I thought this was too good to be true -- and it was. After my delivery, I emailed them to clarify and their response was: "We guarantee duty free shipping, however, actual tax may differ from duty. I apologize for any inconvenience."
If that's the case, they really need to stop calling it 'no surprise tax bill at your door' and replace it with 'no surprise duty bill at your door'. I think this is false advertising, however, seeing that 99% of the time I am paying duty when ordering from a US merchant, I'm not surprised when these additional costs do come up upon delivery -- in fact, I expect it.
However, what upset me the most is that in my last two orders, I received the shipment in 2 boxes and they pasted the same total invoice to both boxes -- meaning I paid double the duties/taxes. After it happened the first time, I emailed them and they were quick to refund the duplicate charge, but they could not guarantee it wouldn't happen again.
Of course, a mere 2 months later, it happened again on my next shipment and once again, I had to go through the whole process all over again. They claimed they put a refund through on my credit card, but that was nearly a month ago and I called my credit card company who said nothing has gone through yet.
Honestly, it's just not worth the hassle...unfortunately, stay away :( Amazon doesn't deliver most supplements/ vitamins to Canadian customers, so I find luckyvitamin.com to be a great alternative if you're in Canada ordering from the US.
LEXINGTON, NORTH CAROLINA -- I just called your customer service line and explained that I was very unhappy with the way Vitacost uses their promo codes as bait but rarely honors them. I became familiar with Vitacost through a promo for $10 off your first order. I familiarized myself with your website and loaded my cart. Upon checkout, the system would not take the promo code.
I called the customer service line for help only to be told that the coupon could not be combined with any other promo and since the items I chose were on promo, the coupon wouldn't work. They spoke matter-of-fact and they were not sympathetic to the issue and the fact I wasted my time. Nowhere on the coupon did it say that it could not be combined with any other promo. Even though I made that clear to the customer service rep, they did not honor the coupon. At that point I started receiving emails with promos.
A few months later I attempted to use a promo. Again, it wouldn't take it even though I had received the email only 1 day before. Apparently I was 2 hours late. Again, another bait without honoring the promo. You should give your customers a reasonable amount of time to use the promos you advertise to avoid frustration on our end.
Today I tried to take advantage of your BOGO offer on Vitacost products. The banner clearly states in large print "Buy one get one 50% off on Vitacost brand products". So I loaded my cart with two coconut oils and attempted to check out with the promo. It didn't work. I called the customer service line and was told that item was excluded. I'm very frustrated and feel that Vitacost baits us with misleading emails and refuses to honor what they represent to the customer.
As I was speaking to the customer service supervisor, I noticed the fine print at the very bottom in very small letters "exclusions may apply". Again, a very underhanded way to promote your products. I told the CSS that I wanted the promo honored for the Vitacost product I chose because after three poor experiences with your promos, I was feeling misled and I wanted them to honor the promo as it was represented. She checked with her manager who denied my request even though I made it clear they would lose my business.
It's unbelievable that this is how your manager handled this situation after I expressed willingness to be loyal to your business if only I was shown an act of good faith and extended a reasonable offer considering I've been jerked around so much. Vitacost needs a good lesson in customer appreciation and circumstantial exceptions to the hard and fast rule.
07436, NEW JERSEY -- I ordered products from this company, their website says order before 1 pm and receive it in 2 days. After waiting 5 days for delivery, I tried to track it on their website. The electronic tracking did not work, so I called their customer service. She says you should call our shipping company, Lasership. I said, "Why should I call, can't you see where it is?" "No, you need to call them."
So, I do call, and Lasership never picks up the phone. Now my shipment is over 10 days late - and it has perishables in it. I cancel the order, 15 days after I order the material, it is delivered! I called Vitacost and told them to pick it up. This is the worst company to do business with. They picked up my order and I am sure they resold the goods someone else, even though it had been bouncing around for 2 weeks. They are a disgrace!
BOCA RATON, FLORIDA -- The website showed 25% off and Buy one get one 50% off. When I tried to order, the 25% off wasn't showing so I called customer service. They told me it was a mistake and referred me to the footer of the website which says, "Not responsible for typographical errors or misprints. Product availability, pricing, and promotions are subject to change without notice."
After asking to speak to a supervisor, I was again told the same thing. Only after asking for something in exchange for my wasted time was I offered a 5% off coupon code which wouldn't work on the product I wanted to order because it was a BOGO 50% off. That is whole reason I called Customer Service in the first place! The supervisor was fairly polite but she was unwilling to do anything to remedy the situation which was caused by their mistake. However, she was sure to inform me while we were on the phone that their mistake was fixed and the website no longer showed 25% off.
This is not the first time I've had issues with Vitacost. In the past they had sales that were expired still showing on their homepage and refused to honor them. I like Vitacost's products, but I will be looking for a more professional company to order from in the future, and one with better customer service.
BBB Accreditation Revoked!!! On 08/21/2013 this company's accreditation in BBB was revoked by BBB's Board of Directors due to failure to eliminate the underlying cause of complaints on file with the BBB.
Vitacost has NUMEROUS issues that affect the consumers on a number of levels. I have been a customer for years and because of my busy lifestyle and the low prices on their products, they always seemed the convenient choice for my vitamin purchases. I also have to admit that I have paid quite a heavy price for their low prices in the form of extreme aggravation, lost time and money and I am ceasing my business for them due to this last situation.
They have an awful policy of charging your credit card twice within a 24 -36 hour period. What that does is freezes your account with that amount of money for five business days. It will affect your checks and charges coming in if you are counting on the money that they blocked for five days - TWICE. I've had this problem with them before and forgot about this policy when I ordered this last time around.
Vitacost has a terrible phone service, at least once or twice a week their phone lines go completely down. When you are one of the lucky ones to get through, you are stuck on hold no less than 15 to 20 minutes and the voice of this shrill woman at high octaves comes on every 60 seconds and states in a most annoying Robin Leach-esque voice "never wait on hold again" and proceeds to tell you that your place in line will be held with a call back number and when it is your turn, Vitacost will call you back.
Guess what ? They NEVER call you back. I've tried this service four times like an idiot and all four times - NEVER got a call back.The only other alternative is to wait on hold with that horrible voice they have chosen for their system, 800-739-2601.
This time around they have caused me six overdraft fees as a result of charging my card twice. My account is upside down and after calling four days in a row (Mon-Thurs) and getting the run around, I am still nowhere except highly distressed. My orders through the years have always been in the hundreds of dollars range, some closer to a thousand dollars and they have caused issues with my parents, my grandmother, and two colleagues...what are the odds?
They screw up way too many times, they abuse your credit card in return they do nothing to make it right, other than just sending you in circles. I highly suggest a company J&J Health Foods, their prices compete with Vitacost, and they deliver. Vitacost needs to be investigated for their policies, not to mention their crapshoot service, with them, it's the luck of the draw. If you are going to order from Vitacost.com, order at your own risk!
BOYNTON BEACH, FLORIDA -- I have made many purchases with Vitacost.com over the past few years. Their products are good and their service is usually good. If you e-mail them about their products and want additional info, then they are very prompt in replying. If you have a problem with them, then forget about e-mailing them. They only want to hear from you if you have something good to say. That is OK, as I could live with that because I enjoyed their products.
Now, here is what I cannot live with. Back in early January this year, I placed some orders and at the end of one of my orders was a statement that read..."do you want free shipping on your next order?" I clicked on that site and it was a gimmick and I saw nothing that I was interested in, so, I clicked off that site and back to Vitacost.com. I did not join any club or give this site any of my personal info or my debit card number.
On 1-30-07, I saw that $14.95 had been charged to my debit card by a company named "shopping essentials plus". Since I had never heard of them, I called my bank and my bank rep called shopping essentials and they told my rep that they got my personal info and debit card number from "Vitacost.com". This was a real shock to me. We cancelled my membership with them and several days later they credited my $14.95 back to my account.
I e-mailed Vitacost.com and told them about this incident and told them I did not appreciate them giving out my personal info and card number to anyone, and if this is what they were doing, I would never order from them again. They did not reply. I have since e-mailed them two more times and they still have not replied to any of my three e-mails. My 2nd and 3rd e-mails I told them if they do not reply, then that pretty well proves they did give out my personal info. Also told them I would file complaints against them if they did not reply. Still no replies. I have now filed complaints with the Better Business Bureau and the Florida Attorney General's Office.
I just do not understand a company that I have given a lot of my supplement business to would do this. The really hard thing is that they will not even reply to my e-mails. The reason for this e-mail is to warn as many people as I can. Be very careful before you give this company any of your personal info or card numbers.
If there were a mix-up or Vitacost really did not pass this info on to Shopping Essentials, then would you not think they would have certainly have responded to my e-mails? I know that I can no longer trust Vitacost.com, and will NEVER buy anything from this company again, and just want everyone to know about them.
BOCA RATON, FLORIDA -- As a 1st time customer I was happy to save money. My order was sent quick and I received in one week or less. I use the same supplements on a monthly basis and thought I had found a new cost effective supplier. What I didn't expect was three to five emails a week about products I seriously have no interest in.
After two weeks which seemed like two months; I chatted online with one of their representatives. I was professional and let her know that even with the savings I would be taking my business elsewhere. The representative advised I would be immediately taken off the Spam list. It has been two weeks and I just cleaned about 10 or more Vitacost emails out of my spam box. If I had read the reviews; then I would have never done business with Vitacost.