Vitacost - Page 2

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1.4 out of 5, based on 29 ratings and
52 reviews & complaints.

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HORRIBLE SPAMMING EMAILS!
Posted by on
Rating: 1/51
PORTLAND, OREGON -- Regardless of my requests to stop receiving their frequent email offers they still send them.. I am calling the office after I send this to make sure my information is removed or changed to fake addresses.
Though I was able to get a good price per item the shipping and handling was expensive, and it took close to a 9 days to receive the items when they should have arrived 4 business days after the order was processed!
Overall the tea tree toothpicks minty strength was significantly weaker than a box I bought at new seasons two days after I ordered them which leads me to believe they may have dried out sitting in a warehouse for some time before they were sent to me..
I am very disappointed.
     
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VitaCat on 01/09/2013:
I sincerely apologize for the inconveniences you’ve experienced by being bombarded with our marketing emails. Please email me at Catherine.Corey@Vitacost.com at your earliest convenience, and I will personally remove your email address. Also, I would like to take a look at the order you’re speaking of and offer some information in regards to the delivery time and/or refund/replacement for the items you didn’t like. I look forward to resolving these issues for you quickly. Thank you in advance for reaching out to me.

Catherine Corey
Social Media Marketing
Vitacost.com
1-800-793-2601
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Bad Customer Service now. Not helpful at all named Kenexia or something like that.
Posted by on
Rating: 1/51
LAS VEGAS, NEVADA -- I ordered 30 items 8 hours ago and then I found out I forgot to order one more item after I finished the transaction. The system on the website is very lame and stupid. You can remove the item you purchased after you finished the transaction but you cannot add more item if you want to buy more in 10 minutes (this is the limit time you can edit your ordered). I guess they purposely programed the system like this so the customer has to place a new order so they can make more money on the shipping fee.

So the next morning I called the customer service and this lady named kenixian (Don't even know if this is her real name) picked up the phone and her service was very unhelpful at all. I asked her if she can help me edit my order because I forgot to purchase one more item to my order. She said your ordered has been packed. We can't change your order but you have to place a new order!!!! Why is it so hard for her just to repack my order. My order is worth more than 200 dollars. And I am a repeat customer.. And then I asked her if she could help me find out specifically how many days it takes to ship to California. She just replied it takes 3 - 10 business days and she doesn't want to explain specifically. Come on, I also know it takes 3-10 days to ship to everywhere in United States. I read this on the website. She thinks I was dumb or stupid. I actually do know how many days it takes to ship from Las Vegas to California because I always order from Vitacost.com. It is usually only take 3 business days. But because this lady is so lazy and doesn't want to help at all so she just said 3 - 10 business days in general. Doesn't even ask "is there anything else I can help you today?". I was very disappointed at this lady but not at Vitacost.com. I know it is because of her that makes Vitacost.com image looks bad.

So for Vitacost upper management, please train your customer service again. Your customer service used to be great and helpful. You can lose your old faithfulness customer to another business. Please do something about it.
     
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Anonymous on 10/12/2012:
If you know it would take 3 days to ship, why did you ask the rep? They can't give an exact timeframe on delivery. That's why they use a date range. There's no way to predict the mail service. Bad weather and holidays can affect how long it takes to ship something.
VitaCat on 10/18/2012:
I am sincerely sorry for the inconvenience you recently faced on your order, tanggeteng. I would like to address each of these issues in an attempt to resolve them.

- Our goal is to work efficiently through the entire order process, so that your products can be packaged, shipped, and received as quickly as possible. To keep our process running swiftly and efficiently, there is a limited time frame to make changes to an order. As you correctly stated, information regarding how and when you can change an order is posted online to help eliminate any confusion. I am sorry that this restriction has caused an inconvenience for you during this particular ordering experience.
- Our customer service department is trained to be knowledgeable, compassionate to our customers and to provide excellent service in all aspects. What you’ve described here is not the way our CEO, Jeff Horowitz, intends for our representatives to treat our customers, so we are more than happy to look into this further. What we can do is pull the call for review and rectify the situation as needed.
- When selecting a method of shipping with any company you’re offered a time frame of delivery. Unfortunately due to lots of variables, we cannot determine exactly when the package will get there with our standard rate. If you wanted a precise delivery date, you would need to select a time-specific delivery method. For example, we offer next day air, which would delivery your order the following business day.

Please email me directly with your order information, so that I can check this call and have the management team present a coachable moment to the rep you previously corresponded with. My address is Catherine.Corey@Vitacost.com. I look forward to bringing this to the contact center management team's attention.

Catherine Corey
Social Media Marketing
Vitacost.com
1-800-793-2601
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Poor customer service and poor shipping from Vitacost
Posted by on
Rating: 1/51
LAS VEGAS, NEVADA -- I am received very poor customer service from Vitacost for the past few months. This includes lost orders, partial shipment, damaged shipment, very poor communication from the customer service dept. including long hold times, not coming to the phone at all!, unhelpful email responses from customer service, etc....the list goes on and on!!! Jeff Horowitz is the CEO of Vitacost and the list of board of directors can be found on their website. It is really terrible that one would have to take measures this far because it can't be resolved at the custer service management level. However, after months of undue stress just to receive an complete, intact order or at least help from customer service, I'm not sure what one must do???????????
     
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VitaCat on 09/10/2012:
I am sincerely sorry for your inconveniences and frustration experienced as a result of them. I would be more than happy to personally assist you. Please email me at Catherine.Corey@Vitacost.com and I will do my best to resolve your issue as soon as possible to the best of my abilities!

Catherine Corey
Social Media Marketing
Vitacost.com
1-800-793-2601
annon. on 10/14/2012:
My last order with Vitacost was THE WORST. I am tempted to write Mr. Horowitz so he can feel he earns his 3 million/year, but not sure he cares. Lost items, 3 customer service people making me feel like a moron and in the end, I was correct and to add insult to injury, the idiots call me at 7:30am on a Sunday morning to "help" me...wow, really? What about just fixing the problem when I call you and not acting like stooges.
I may never order from them again...
Sandor on 08/22/2013:
Everything went so well for so long - then there was a billing issue where they were completely unresponsive. My recommendation is to shop elsewhere.
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Beware of Verified Shipping Address Changes when Using PayPal
Posted on
Rating: 1/51
TEHACHAPI, CALIFORNIA -- From my cart I clicked on the "Check out with Paypal the safer, easier way to pay" link to complete my order. In Paypal I selected my card and specified my shipping address. I placed my order and Vitacost.com got my credit card number just fine, but did not care about getting the proper shipping address.

After seeing the mistake on the confirmation email, I had no way of canceling the order. My Vitacost.com account didn't even recognize that I had submitted an order. Vitacost.com customer service was closed, so I sent an email.

I got a reply, late the next day, to inform me that my order has already shipped and that Vitacost.com is sorry for any inconvenience this may have caused... My $65 worth of product is being shipped two states away!

After 16 minute phone call to customer service after work, I was given the option to had someone at the other address ship it to me and pay for that shipping. Or to wait for it to arrive, call customer service, wait and wait for someone to answer, get a return number, ship it back, wait for them to re-receive their products again, refund my account, and order that whole thing again.

In that amount time, I will have already gone elsewhere for my purchases.
     
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trmn8r on 06/06/2012:
The crux of this complaint is whether there is a problem with Vitacost's website, or if this was an oversight of the OP. I can't tell from the complaint which it is.
VitaCat on 07/30/2012:
I would be more than happy to take a look into this and see what we can do. I am sorry for the delayed reply but if you'd like us to assist further, please email me directly at customerservicevc@vitacost.com.

Catherine C
Social Media CSR
Vitacost.com
1-800-793-2601
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Refer a Friend - DON'T !
Posted by on
Rating: 2/51
LEXINGTON, NORTH CAROLINA -- Refer a Friend - Did that. Wait til you try to find your $10 credit ! Is it in your account, No. Did you get an email? No Called friend, "Did you place an order for more than $50? Yes, already using the products. Back to the website, after much search, many menu's down, another login on a different site, more clicks and there it is??? Almost... Now Claim it and then a message they will email a coupon for the $10. Hours later, no email, not in spam, call Vitacost. "it takes TWO or THREE DAYS" to get their email.!!!

OK, I want to place an order now, can you speed it up? Like everything else at customer service (????) the answer is NO.
     
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Alain on 03/11/2012:
I've found that all the vitamins/supplements I could possibly need are available at my local grocery store or pharmacy for about the same cost (or less) than some of these mail order places.
madconsumer on 03/11/2012:
there are lots of quality supplements and vitamins not available in drug, or grocery stores.

I too order online vitamins, but I have found going to a local vitamin shop I can get the same or near the same.

very helpful review.
VitaCat on 04/09/2012:
Hi there, jimluciano. I am sorry that you experienced some issues with the Refer A Friend program that we offer. We do successfully award lots of people with the code for becoming a new customer, as well as for referring a person that becomes a new customer. I would like to troubleshoot with you, so that we can determine why you haven’t received your code. Please email customerservicevc@vitacost.com the steps you took to refer someone OR the steps you took to sign up as a first-time customer. Once I receive that information, I will be able to provide you the reason for error. Hopefully, we can get your code to you soon! Thanks so much for letting me assist you in this matter.

Catherine C
Social Media CSR
Vitacost.com
1-800-793-2601
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Horrible! Buyers Beware! Still Waiting On Refund One Month Later
Posted by on
THE WORST! WILL NEVER USE AGAIN. I WOULD RATHER PAY MORE MONEY AT WHOLE FOODS THAN GO THROUGH THIS HASSLE WITH THIS SCAM COMPANY. I ordered something on their website, and then I canceled it. I received a cancel confirmation from Vitacost that the money would be returned to me within 72 hours. I called the next day to confirm, but was told that the order had already been shipped out!!!! The guy noticed the cancellation e-mails and said he didn't understand why it was shipped out but he would contact UPS to have the package sent back to the warehouse and once it was received I would get my refund in 72 hours.

I don't understand why their mistake of sending it out even though it was confirmed as canceled, meant I have to wait for them to receive it back in order to get a refund, even though they should not have sent it out. I waited for the refund. Nothing. I called the next week. I was told it was still in route to the warehouse. Even though I called on the day it was sent out, it apparently took 2 weeks for Vitacost to "receive it back". After 2 weeks, I called and was told by 2 separate reps that I would be receiving my refund in 72 hours.

I searched my account the whole week and the week after- nothing! I called today- almost a month after the order was actually placed and was put on hold 3 times, and for 30 minutes. I was told that it is not confirmed that it has been received back. Well, it's a good idea I got the UPS tracking number from the original rep, because when I gave it to her, she said that it had actually been received but she couldn't confirm if I will get my refund or when! I told her she better confirm to me that I AM getting my refund, and then she said she'd talk to the refund dept. about getting the refund.

I told her to quote the amount and she quoted it at 3 dollars less than what I paid. I am still waiting now nearly a month later for this refund, and have been given the run around and lies. Even though I canceled it and was given a cancel confirmation, they still won't give me the refund. BUYERS BEWARE!
     
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Anonymous on 07/06/2011:
You can hedge your bet by contacting your bank and disputing the charge while Vitacost hems and haws.
Skye on 07/06/2011:
It sounds like your cancellation was received just as it was being processed to ship out. They would never contact UPS and go out of their way to get a package returned to them.

I concur with Ript.
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Vitacost deteriorating in its service
Posted by on
FLORIDA -- In the recent several months the laudable, first rated supplement company has deteriorated profoundly it its service.

I have ordered thousands of dollars of supplements from Vitacost for the past 8 years, but I decided to cross me the off my list of supplement companies.

First is their recent atrocious packaging of supplements to the point that the majority of your orders arrive at your doorstep dilapidated, mangled, open, with missing supplements.

I don't know who they hired for their packing of supplements some of which come in bottles which are just tossed into a flimsy carton box and shipped without any protective bubble paper or foam..The packaging is so outrageously poor that your are lucky if the package arrives at your doorstep intact. Most are crumbled, dilapidated, and open !! And the contents are either squashed or totally missing.

Aside from their sloppy packaging, their customer service has deteriorated to the point that they are rude, abrupt and do not sympathize or for that matter care about your complaint. They are not there to keep the customer satisfied. They are there to placate you.

Many times they are out of stock of a particular item which puts your entire shipment of the other supplements on HOLD.

They carry many brands at low prices but you get what you pay for: unfriendly customer service, and abominable packaging of supplements.

Their search box leads you to THEIR proprietary company NSI which sells supplements at low prices but their quality is not certified by an independent testing lab such as ConsumerLab, and since no other supplement company carries NSI it leaves doubts in your mind as to their potency and quality.

I stopped ordering from Vitacost for above reasons. Their sloppy handling of your order is abominable at best. Compare iHerb to Vitacost and you will see what I mean. I use iHerb excusively now for their excellent packaging and large discounts on bulk orders and no shipping charge on orders greater than $60.
     
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steve101 on 05/28/2010:
I have ordered from Vitacost for many years and never had a problem. When you order online you can see if your product is in stock and if not how long it will take to ship. They also have an option that if you choose, they will not ship your order until all items are in stock. As far as packaging is concerned, I have never received a mangled box. It sounds like your issue is with the delivery service.
mantzelevi on 05/29/2010:
You apparently didn't order much recently. Their customer service is the worst, recently. The packaging is atrocious. Items are just thrown into a flimsy box which either comes mangled or open with missing items at times.

Try iHerb and see the difference. With the bulk discounts the supplements are just as inexpensive as Vitacost and their package arrives at your doorstep in an immaculate condition !!!
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Vitacost... continually crappy customer service!
Posted by on
Well.... I've forced myself to "endure" Vitacost's consistent slow and inefficient confirmation/shipping process; as well as frustrating dealings with there almost non-responsive customer service team - for over 12 months now... I've opted to do this only because they are still a little cheaper than most other online vitamin vendors.

About a week ago. I received a nice email (mass-posted email) from their CEO, saying that he was sorry for certain "issues" customers had been dealing within regards to their customer service. And that they've completed a lot of infrastructure change etc to help alleviate these "problems" He offers a 10% coupon and a commitment to better service etc from now on.

Sounds good... it was almost time for my next order so I take the plunge.... Oh to get the discount you must order by phone. After about 20 unsuccessful attempts I finally get connected, though after being on hold for about 30 minutes, I take the suggestion of their automated voice system (very irritating voice btw) that I can leave my # and they will call me back.... Well I do this, and again after waiting 5 hours for a call back that never comes I call again. Once again many attempts are needed to connect to their support lines to make the order. When I do get through the process takes forever... And they are out of a couple of things I wanted (not a big deal I guess that happens)

2 days later I get an email saying they have cancelled another item due to the manufacturer being out of stock (again fair enough, I guess that happens from time to time), but no advise on whether anything has shipped, and yes no advice as to a refund of the amount that they canceled.

Still waiting for some sort of shipping confirmation, their website (my account) doesn't even show the order... And still no answer to my question (am I surprised no) Just disappointing customer service for a company to treat their customers this way.

I think it's time to spend about 10% more and go with iherb (really good and responsive service from those guys)! Well worth it to order, pay slightly more, and not have to deal with crappy customer service
     
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Out Of Stock Issues, Double Charges, Poor Customer Service
Posted by on
Rating: 1/51
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 is 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.
     
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Confusing Sales, Terrible Customer Service!
Posted by on
Rating: 1/51
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."

http://www.bbb.org/south-east-Florida/business-reviews/health-care-products/vitacostcom-in-boca-raton-fl-20000991"
     
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