BOCA RATON, FLORIDA -- Three times, I tried to place an order and was asked by the website to re-enter my security code (which was actually correct), then I switched to another card (AMEX), and tried with the correct code on the front of the card, then the 3 digit code on the front. These were also rejected. The first card entries resulted three duplicate bills posted for the order (which remained in my cart), though they were pre-authorizations only and were later removed. The AMEX sent me an alert that Vitacost had submitted an erroneous security code to them, and they had rejected it.
I did a live chat and wrote several emails to their site, asking that the 3 bills to the first card be removed or refunded. I got various answers including "not to worry" twice, but also several requests to submit more information about the cards I used (including photos of the bills) in order for them to "investigate" the problem. After I forwarded the proofs, I got a letter indicating that I was annoying them with all this correspondence. ("We have already told you several times.")
I don't understand how the pre-authorizations were sent to my banks, since the Vitacost website should be catching these malfunction problems before contacting the banks. By submitted a 3 digit code to AMEX, I can see that they have no internal security protection in place. I will never order from them again.
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.
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 Boxes shipped with 1 piece of tape, dented and crushed cans and products out of date and expired.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!
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!!
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.
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!
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!
LAS VEGAS, NEVADA -- Live in AZ, closet warehouse NV. Site says "FREE SHIPPING OVER $49 | Order by 1 p.m. & receive your order in 1 day!" I order 2 items over $49 before 1 PM, 1 of those items not in stock in NV, only in stock in SC and shipped UPS ground with a 7-day delivery. Total order $52.12, use debit card, $52.12 pending hits acct. and a separate pending charge of $27.99 also hits acct. for the item shipping from SC.
Customer Service says happened because 1 item is shipping from SC, I will only actually be charged $52.12 when order ships, the pending $27.99 will fall off acct. in 3-4 days. Total B.S. A pending amount is not available money on a checking acct. - if a check comes thru this will NSF the acct. Many times I order multiple items, site says "In Stock". 2 days later receive email that it's not in stock and will ship as soon as it is. Always told, "Sorry for the inconvenience". Will no longer do business with Vitacost.
If anything goes wrong with an order, Vitacost becomes very adversarial and aggressive toward its customers. They continually say "I'm sorry", then are unwilling to do anything to resolve the problem. Problems I have encountered include short shipments, over billings, and poor customer service.
ONLINE, FLORIDA -- Items arrived broken and leaking because they were just thrown in the box without any care or padding. Customer service stated that this problem (leaked product, peeling labels, etc.) was just "cosmetic" as far as the other items being damaged but still usable (their policy is therefore to NOT replace the damaged, but still "usable" items). The shipping time promised was within 3-4 days, but took over a week (twice). Beware that the low prices you're paying may very likely be for damaged goods/slow shipping and judge accordingly.