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49 Reviews & Complaints

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Never Again!
Posted by Muffiemae1 on 03/02/2013
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. See a copy of the chat from their idiot "representative."

2:38:00 PM : Dottie: Initial Question/Comment: I just placed this order about 10 minutes ago. I have been trying to add "PMB PMA - 60" to my shipping address but your form never adds it. "PMB PMA - 60" is vital to my shipping address. I will NOT receive my order without it. If I do not receive my order due to your error, I will have my credit card company refund my money.

2:38:20 PM : System: Lavon I. has joined this session!

2:38:20 PM : System: Connected with Lavon I.. Your Reference Number for this chat is 41591.

2:38:20 PM : System: Thanks for getting in touch. I'm researching the answer to your question right now. Stay tuned--I'll have a response for you in a moment.

2:39:00 PM : Lavon I.: You are not able to add products to an order unless you cancel the order and redo it.

2:39:14 PM : Lavon I.: You only have 15 minutes to be able to do that though

2:39:39 PM : Dottie: Grrrrrr - I am NOT trying to add a product, simply to have your form reflect my complete mailing address!

2:40:45 PM : Lavon I.: Sorry miss understood.

2:41:05 PM : Lavon I.: Is there an order number for me to be able to look at please.

2:42:47 PM : Dottie: I gave the order number when I signed up for this "chat" - 15765748

2:44:18 PM : Lavon I.: Thank you one moment please.

2:45:23 PM : Lavon I.: I do apologize but I an mot able to pull this order up right now. It will take at least 1 hour for it to download to us in order to see it.

     
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Buyer Beware!
Posted by Avantijk on 02/07/2013
I've been a long time customer, and been happy until today.

They sent an email soliciting a "be well box", sort of a grab bag, for $13.99 that was worth up to $70.

Based on their own website, the value of the products was worth $7.75. And they refuse to give a refund.

They say it is "worth up to $70" not "worth $70". And even at worth about half of what they charge, they stand behind their grand lie.

Liar liar pants on fire.
     
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Posted by VitaCat on 2013-02-14:
We sincerely appreciate your customer loyalty. Our main goal is to take the cost out of healthy living for our customers. We do our best to do this by ensuring that we keep our costs affordable and we then transfer that savings to our customers. We continue to make improvements with the deals we offer our customers, including but not limited to the Be Boxes. I am so sorry to hear that you’re not satisfied with this item. The products you can receive will be up to $70 but is not guaranteed to be $70 worth of products each time. We care about your time and your money and would never deceive our customers. We appreciate your feedback and thank you again for choosing Vitacost.com

Catherine Corey
Customer Communications Specialist
Vitacost.com
1-800-793-2601
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Horrible First Experience With Company
Posted by Lorrelle on 03/28/2012
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 a while) 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 reshipped. 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 ...
     
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Posted by Alain on 2012-03-30:
There's a lot of companies in the online vitamin industry. It looks like you'll be switching to one of Vitacost's competitors.
Posted by VitaCat on 2012-04-09:
Hi there lorrelle. I would be glad to assist you right now. Please email me your order number to customerservicevc@vitacost.com. Thanks so much for your prompt message!

Catherine C
Social Media CSR
Vitacost.com
1-800-793-2601
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A Series of Problems With Initial Vitacost.com Order
Posted by Msrw on 02/02/2012
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.

5. 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.

6. 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.

7. 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.

     
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Posted by Alain on 2012-02-04:
If I used cod liver oil (I use a generic multivitamin and leave it at that), I'd probably pick up the generic product at our grocery store pharmacy for about $3 per 100 count. Thanks for sharing your experience with Vitacost. It will save people from going through the problems you've had with them.
Posted by VitaCat on 2012-02-15:
Hi there, msrw. I am sorry that you experienced the damaged items as well as the lack of assistance. I would personally like to resolve this issue for you as soon as possible. Please send me an email with the order number and the items still not resolved. Once I receive that I can quickly remedy this situation. Although we do have issues arise, we strive to do our best at resolving them. Thank you in advance for allowing us another opportunity to make this right for you.

Catherine C
Social Media CSR
Vitacost.com
1-800-793-2601
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Service, what service?
Posted by Shark-bait on 07/17/2007
BOYNTON BEACH, FLORIDA -- After product would not arrive prior to going on vacation,(I paid extra for 3-day service), I had the package intercepted for return which was done, but after several calls to them, my credit card still has not been credited back. On my last call, the supervisor, Angela Arthur was very very rude. I have been purchasing from this store for a while and have seen customer service spiral downhill. There are too many good retailers to choose from, so shop wisely.
     
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Posted by Anonymous on 2007-07-17:
If you know you are going on vacation, why didn’t you wait until you return then order it.
Posted by Anonymous on 2007-07-17:
Are these vitamins that you cant get elsewhere?
Or is it that the price is too good to pass up?
Posted by RetailStinks on 2007-07-17:
I get their catalog on a monthly basis, but I just through it in the trash. I get tired of buying things online that I can purchase elsewhere, unless it's a really good deal.
Posted by shark-bait on 2007-07-17:
I purchased 7 days prior to leaving and paid for 2-3 day shipping. It was customer service after the fact that got my ire. Call their 800# and see how long it take just to get a live voice.
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Horrible!
Posted by KMOF on 12/22/2012
Don't buy from these people! First they neglected to mail my order. Then they neglected to mail me the complete order. Now I'm waiting for a refund and it appears that they will neglect to do that as well.

I've filed complaints with PayPal and the BBB. Vitacost doesn't care. It used to be such a good company, but I will never order from them again!
     
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Posted by Alain on 2012-12-23:
You can probably get products of similar or better quality, for a lower price, at your local pharmacy, grocery or health food store.
Posted by VitaCat on 2013-01-09:
I am sincerely sorry that you’ve recently had a negative experience with our company. I am more than happy to take a careful look at this order and resolve it to your complete satisfaction. Please email me directly at Catherine.Corey@Vitacost.com at your earliest convenience. I look forward to taking care of this for you; thank you.

Catherine Corey
Social Media Marketing
Vitacost.com
1-800-793-2601
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HORRIBLE SPAMMING EMAILS!
Posted by Offers.deals.sales on 12/03/2012
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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Posted by VitaCat on 2013-01-09:
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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Refer a Friend - DON'T !
Posted by Jimluciano on 03/09/2012
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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Posted by Alain on 2012-03-11:
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.
Posted by madconsumer on 2012-03-11:
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.
Posted by VitaCat on 2012-04-09:
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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Vitacost Sucks
Posted by They're Bad on 12/06/2010
Vitacost customer service is a joke. Trying to get an accurate order shipped out was so frustrating that after 5 phone calls I cancelled a large order only to have to start over with another company.

Save yourself some frustration and start your order with a company that has better customer service.
     
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Posted by Skye on 2010-12-06:
Details would be helpful.
Posted by trmn8r on 2010-12-06:
It's been a whirlwind up and down day for Vitacost. Whew, one minute a glowing review, then not so positive. It's hard keeping track.

I wonder why a company would put "cost" in its name. Maybe "Vitadiscount" or something...
Posted by Kristy K on 2013-05-14:
Do not order from Vitacost. Even if you almost order they will charge you and send it anyway.. even if you call WELL before they send it and tell them not to. I called 2 hours after I "ordered" (which I didn't) and they insisted on sending and now charging me with return shipping. I will not be using them EVER again. Wish I found this review before!
Posted by Julie on 2013-10-12:
I'm saying good-bye to them, just like I said good-bye to Drugstore.com. My time is not free. I want to know when I receive my packages. Additionally, their customer service reps talk just like robots. Well, robots might do better jobs!
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Vitacost deteriorating in its service
Posted by Mantzelevi on 05/27/2010
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 and foremost 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 propietary 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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Posted by steve101 on 2010-05-28:
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.
Posted by mantzelevi on 2010-05-29:
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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