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Vitacost Consumer Reviews

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Keep Getting Excuses for No Refund
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BOCA RATON, FLORIDA -- Three weeks ago I placed an order on the Vitacost website. The order still hasn't arrived. I contacted Vitacost customer service after 10 days and requested a refund. They told me it would take 72 hours. When that time elapsed with no refund, I contacted them again. I was told to wait another 24 hours. That time has elapsed and when I contacted them today, they said it was because they installed a new system and there is nothing they can do to speed this up so I will just have to wait. I have been order from Vitacost for quite a while now and have always received my orders quickly and their customer service was quick to resolve issues. Not anymore. I will not be purchasing from them in the future.

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Took 30 Days for a Refund on a Package I Never Got.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

My advice, don't shop at Vitacost. I'm in Canada and never received my package, it took 30 days from the time my order was placed for them to process a refund. I had to email multiple times (most of which were not returned), and had to call several times. No one called me back. I was only emailed back after the refund was processed and it was a generic response.

The supervisor Nina I spoke with was not helpful whatsoever, not sympathetic and offered no consolation of any kind. Not even a 10% off coupon which are given away like candy over there was offered to me. This was a $300 Canadian value order which had Bogo's and I used a coupon, if I placed the same order again now it cost about $400 Canadian. If I actually wanted the items I had ordered I will be forced to place another order without the discounts I received earlier from their sale. This is not ok at all.

A coupon should have been offered so I could have had to opportunity to place my order again without it costing me anything extra. It was not offered even when I asked, just the same generic response from the supervisor "I'm really sorry, and I understand you're frustrated". Because that is an appropriate response when someone asked for a coupon so they re-order.

You would think they would want to keep by business but apparently not. Save yourself some trouble and by from iherb.com, luckyvitamin.com or PureFormulas. Never had a problem with any of these sites. Ever since Kroger bought Vitacost the Canadian customer got the short end of that deal! It's been exactly 3 days since my order was "sent" and the refund STILL hasn't cleared on my credit card. So BUYER BEWARE. They could give me a $100 off coupon and I STILL wouldn't shop there again and I was a loyal customer for 5 years.

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Vitacost Charged Me More Than on the Invoice
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Vitacost Is Going Downhill in Every Way Possible!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Mysteriously Lost My Order
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!

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1st & Last time customer due to Spamming with an Exponent
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Poor Company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Awful Customer Service Experience
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

ACTION MINDER -- Vitacost sent me two 16 oz of almond butter due to expire in 5 weeks from the date I received them. Product was two weeks in transit. I called them because I was sure I wouldn't eat those two tubs in 5 weeks. I've always received almond butter with several months of best to consume by date, not just 5 weeks.

Why send a product so close to the expiration date all the way to Canada? I spoke to customer service and they refunded what I paid for the product, however, I asked how this could be prevented again since I didn't want to buy from somewhere else, but I didn't want this situation again. The agent replied I needed to call the nearest distribution center prior to placing the order to inquire about the inventory expiration date. I then said this was a lot of work and bad use of my time needing to call prior to placing an order. I said I was used to receiving product with a good expiration date.

The agent at that point abruptly ended the chat. He just disconnected. Either Vitacost has quality control processes that allow for product distribution or they don't. The agent wasn't able to explain or even offer to take feedback back to internal controls so this situations is adjusted when sending out of the country. He didn't care if I didn't shop there again. I tried to give feedback in the Vitacost survey form but of course it didn't work, and why I came here to post. It sure does not look like Vitacost cared about my shopping experience! Btw, this was my first time calling Vitacost and I've been shopping there for a few years! The agent could have easily checked that.

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Products Not Sent
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

We ordered over US$240 of product (6 products) and paid US$50 for shipping to New Zealand. One box arrived with one product inside it and no packing slip. FedEx have confirmed that only one box was dispatched to them and that it matched the weight of the single product we received.

Multiple attempts to contact Vitacost over 2 weeks (they have made no attempts to return our correspondence) have resulted in being hung up on when we call and being told that it's not their problem and that we need to go through FedEx.

FedEx have been great and given us all the info regarding what they picked up and what they delivered. They inform us that Vitacost have not returned any correspondence from them over the last 2 weeks either. As yet, Vitacost have done nothing to accept any responsibility or to remedy the situation. Instead, they have told us that our frustration is not justified and ceased responding any time we express that we are getting fed up with the absence of any form of customer service.

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Bad Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I ordered two bottles of the same vitamins from this company. The two bottles were then posted in two different and (large) boxes at different times without letting me know. Therefore when the first box arrived at my freight forwarding address, I was unaware that a second box was coming and naturally just paid the postage for it to be forwarded to me in Australia.

When it arrived and I noticed there was just one small bottle of vitamins in the huge box they sent, I chased it up and found out a second box was waiting at my freight forwarding address. I have then had to pay postage a second time ($50 approx) to get this forwarded to me. When I contacted Vitacost, they could not care a less. Their customer service was the worst I have experienced and I would most certainly never recommend them or use them again.

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Vitacost Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 42 ratings and
65 reviews & complaints.
Contact Information:
Vitacost
5400 Broken Sound Blvd NW
Boca Raton, FL 33487
800-381-0759 (ph)
www.vitacost.com
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