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Vitacost - What I Can Only Describe as Deliberately Underhand
Supplements - Complaint
Review by nastid on 2012-12-21
Rating: 
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. ie 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
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. ie 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
Comments:
Posted by VitaCat on 2013-01-09:
I am so sincerely sorry for the inconveniences you experienced with your most recent order despite there being no fault of your own. I am more than happy to take a look at the scan you’ve sent us and issue a refund for that amount. Please email me directly at Catherine.Corey@Vitacost.com at your earliest convenience. I am looking forward to resolving this to your complete satisfaction as soon as possible.
Catherine Corey
Social Media Marketing
Vitacost.com
1-800-793-2601
Catherine Corey
Social Media Marketing
Vitacost.com
1-800-793-2601
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