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!
LEXINGTON, NORTH CAROLINA -- As a long time customer who has been very happy with Vitacost's service in the past, I felt compelled to post this review after a recent horrific experience with the company. By the way, this is the first official negative review I have posted about a company in years so it takes a lot for me to be so angry that I will do this.
Last week, I placed an order on 1/22 for an OTC sinus remedy in the morning. Because I was anxious to receive the product, I paid $7.58 for ground shipping because in the past, doing so caused the product to reach me in two days since I live in Virginia.
I was very upset to receive an email on 1/24 that the product had just been shipped and that it wouldn't arrive until 1/28. According to Vitacost records, it was shipped on 1/23 but I suspect that because it didn't arrive at the UPS facility until late that day, it was not shipped until 1/24. I was also angry because another supplement I ordered from another vendor in North Carolina that Vitacost does not carry arrived on 1/28. I had placed it on 1/26 with free shipping. The vendor's prices are lower than any other outfit that carries the same product.
So I contacted customer service with my complaint about delayed shipping and kept receiving boiler plate responses. I asked twice for a priority customer service callback to no avail. During one phone call, I asked to speak to a supervisor and after a period of silence, I gave up. I later read in other reviews that this is common practice in not allowing customers to speak to supervisors.
The emails I sent were an exercise in extreme futility. When I sent a 2nd one, I asked that a supervisor respond. When it was clear one hadn't, I sent another one and again made my request and someone did respond with another typical boiler plate response. When this person offered me a 5% discount on future purchases, I asked that the shipping charge be waived. I won't repeat what I thought of this person's offer but let's just say it wasn't positive. I never heard back from the company.
As a result of my horrific experience, I decided to post a complaint on my3cents because Vitacost needs to know that providing inferior service is not acceptable. I also wanted customers who were considering doing business with this company to hear about my experience.
After reading posts from VitaCat, a representative of the company who seemed sincere about resolving customer service issues, I decided to email her before posting this complaint. When she didn't respond, I decided to post it. Needless to say, when my OTC remedy runs out, I will be looking for a new vendor who carries the product at a reasonable price and doesn't gouge for shipping.
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.
Today was the LAST time I'll order anything from Vitacost! I live in Panama and orders from the US are shipped to my mail forwarding company in Florida. The Vitacost form would not accept my complete mailing address, so my order of almost $300 will NOT reach me. They only give you 15 minutes to cancel an order and by the time I was delayed with their "Chat" and then on hold trying to call them, the 15 minutes had long past.
I was excited to learn about the company from hearing an ad on the radio. I wish now I had reviewed on the internet what bad experiences others were having before making my very large order. I purchased about 30 items. Got an email a day or so after saying one item of the many was being shipped separately and I'd get an email when the rest of the items shipped. I got another email and was very excited to learn a day or so thereafter that the rest of the order allegedly had shipped.
I received a box marked 2 of 2 which was poorly wrapped and prepared for shipping. Inside was a packing list indicating all remaining items were included in the shipment except the initial item sent previously (still not received by this time) and so I started counting the items sent to me to discover I was missing 18 items (not including the item allegedly previously shipped and the item listed as being on back-order).
I called Customer Service and held on a while and when I got someone live and told her the situation, she said to hold on so she could transfer me to customer service (curious as that is where I was supposed to be in the first place) and she then "transferred" my call to another period of waiting instead of a live customer support person. After waiting a while, I was directed to leave my phone number so they could call me back. Now I was getting really upset.
I logged on and clicked "chat" and got someone on the line. She wanted me to itemize the 18 items missing. I started doing so (it took awhile) and she looked into it and after a while, advised that the first box containing these items had never left the warehouse and she would have it re-shipped. Now I am finding all these negative reviews online and am really sorry I didn't do more investigation prior to making my order. We'll see how it turns out ...
FLORIDA, FLORIDA -- We recently placed an order for two bottle of Vitacost 16.9 oz. Fish Oil, and two bottles of Vitacost 16.9 oz. Cod Liver Oil. We had a surprising number of issues on this single order.
In specific: (1) shipping was relaiTVely slow; (2) the cod liver was out of stock (no indication of that when we placed the order) and it was shipped separately about two weeks after the fish oil was shipped to us; (3) when the package with the fish oil arrived, we discovered that both bottles were leaking, and there was a strong rancid oil smell; (4) when the package with the cod liver oil arrived, one of the bottles wasn't included in the package, even though the packing slip indicated that both bottles were shipped.
When we called Vitacost about the defective fish oil, their Customer Service told us to discard the shipment, and that they'd immediately issue a credit to our credit card. Weeks later, that credit has never been issued. We've called and emailed Vitacost multiple times about their failure to issue a credit. Their customer service staff has told us any number of times that the credit has been issued on a particular date, we don't receive it, call back, and are given entirely different information.
When we called Vitacost about the missing bottle of cod liver oil, again, they claimed to have issued a credit for the missing item, and we have yet to receive the credit. Again, the information that has been provided by their customer service department does not align at all to what my credit card company tells me re: the alleged issuance of a credit. We've now called/emailed eight times and still haven't been issued the credits that Vitacost.com promised to issue.
Overall, Vitacost customer service staff aren't hard to reach, but after a whole handful of problems on a single small order, and apparently poor follow-through on issuing credits, this has been arguably the worst online vendor of natural supplements that we've ever ordered from.
BOCA RATON, FLORIDA -- I have been a customer of Vitacost for well over 2 years. When I place my orders, I order with the expectation that an order will be shipped within 24 hrs as indicated on their site. However, they neglect to inform the customer that shipping carrier choice is their option. The majority of health & beauty sites that I have dealt with automatically ship via UPS unless faster shipping is chosen.
I recently ordered $156 of product. The site specified that 2 of them would not be available until a week later which was fine. Everything else would be shipped within 24 hrs, I paid for shipping twice for 2 orders. Vitacost shipped the first order UPS & put a tracking # on the site. They included one of the items that wasn't supposed to be available until the later date which was not right. I received the box in 4 days.
I realized on delivery that the 2nd box would include vitamins that I desperately needed which was 16 oz and should have been included in the first box and shipped UPS since it was 1-lb weight. Vitacost specifies that items under 1 lb are shipped using a postal svc. company "Mail Innovations" so my order should not have shipped with them. No tracking info. was provided on the site for the 2nd box!
After calling Customer Svc., I found out Vitacost chose to send the 2nd box by postal mail with no expected delivery date & Cust. Svc. could not provide a delivery time frame. I was unable to track the package using the tracking # given by Customer Svc. & unable to reach anyone at their carrier, Mail Innovations.
This is the 2nd time Vitacost has done this with my order. I'm still waiting for my order. On an order placed in July '09, Vitacost chose to send by postal mail, the same carrier. I was again unable to track the order, I had to leave on vacation, and the package never arrived. I was however able to have my credit card credited. I am annoyed and thoroughly disgusted with the shipping policies, the lack of helpful knowledge of the customer service reps, and the inaccessibility of a viable outlet for complaints and resolutions. Shows how this company cares about customers.
It is not worth the hassle to shop here. There isn't even an email address other than within the site to their customer service. Oh, I happened to locate an email address from another disgruntled customer's review. I wish I had read resellerratings.com before I chose to shop here & stress myself. Do yourself a favor & check them out before ordering.
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.
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.
LEXINGTON, NORTH CAROLINA -- I ordered some supplements via Vitacost 26/11/12. They shipped the box with the 'wrong' order value on the dispatch details, meaning I was charged import duty, where there shouldn't have been any. To reiterate, the value they put on the label outside was not what I paid (invoice), and didn't even match their own pick ticket sheet inside the box.
I did not accept the package as the purchase was specifically calculated not to trigger my countries (UK) import duties, i.e. under £15. I explained the issue and was told via email, that I would be given a refund if I sent a scan of the charge. I picked up the package and paid the duty. I then sent the scans, and customer support (surprise, surprise) refused my promised refund and denied any responsibility.
Customer service is terrible if you have a problem. Whether you're an international or domestic customer, there are better options. My next try will be with Swanson, considerably cheaper and you often get buy 1 get 1 free on many of the same products. One final thought, If they can lie as easily as they did, their customers truly mean nothing to them. Hope this helps.