Vitacost.com - Delivery Time is Horrible/Horrific Customer Service
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.