Vitacost Consumer Reviews - Page 5

Paid for Priority shipping but they are shipping using Global shipping (which is cheaper, slower). They also estimated a delivery time of 5-10 days when I placed the order, but the confirmation email says it could take over four weeks. I attempted to cancel the order when I found out they had been extremely misleading with the estimated shipping time, but they ignored my emails.

They have only replied to tell me they shipped my order via Global shipping (the incorrect, cheaper option) and have ignored all other enquiries. Avoid this company, particularly if you are an international customer. Possibly the worst company I have ever ordered anything from online.

I purchased several dog treats and dog-related supplies such as ear and eye wash from this vendor a couple of weeks ago, and I was happy with their packaging and delivery time. What made me want to write this review was the fact that my puppy didn't like a couple of the treats so in accordance with their return policy, I contacted them for a Return Authorization number to return the packages she didn't like.

These were opened but she tried a couple and just didn't like them, and as long as it's just one open package of an item, you are allowed to return it if not satisfied. Of course, had I ordered two of each item, you can only return one open package and the other would need to be unopened to qualify for the return.

Well, I wrote them the email and they responded telling me they would credit my card and I didn't have to send back the treats (so no return shipping out of pocket). My dog will not eat them, but I can certainly donate them to a shelter or another dog owner. It saves me on shipping and some other dog will get to enjoy them. I love their prices, which is why I went with them in the first place. Got my treats which aren't sold everywhere (not even at PetSmart) for almost 50% off retail like at Petco. I'd highly recommend them and will certainly be returning when I run out. Plus there's free shipping if you order enough.

BOCA RATON, FLORIDA -- I ordered products as I do every month. NOTE: I have been buying from them monthly for years. I ordered over $50 worth, they pre-authorized charge, shipped part of invoice and PUT CHARGE THROUGH. Just now they shipped back order AND CHARGED MY ACCOUNT AGAIN!!

I called Customer Service... AMY was the customer service person...extremely rude, would not let me talk. When I told her the both charges had gone through, she told me if I called my bank to reverse the charges, I WOULD BE BANNED FROM BUYING FROM THEM!!! Is that legal?? This is not the same company it was... SHOP ELSEWHERE!

LEXINGTON, NORTH CAROLINA -- The formulation to the Green Apple and Ginger shampoo by Desert Essence has been changed. They added Aloe to it and it is a poison for Blood types O, B and AB. Desert Essence referred me to them to acquire the old formulated shampoos they had in stock. One person said she would contact the warehouse and return my call to ensure they were shipping me all the shampoos with the old formulation.

The old formulation was still on their website therefore, it was possible that they had some in stock. 3 days later no return call. Contacted 4 other reps who gave me erroneous information about the warehouse and refused to transfer me to a supervisor about this issue.

BOCA RATON, FLORIDA -- Vitacost withholds shipping cost for financial gain at the cost to the customer. They acknowledge shipping costs from US but fail to inform of import vat. A cost they personally avoid by shipping products to a bonded warehouse in Germany, knowing when these products are moved on the cost will be passed on to customer. When customer service is contacted they deny any responsibility, knowledge, control or reimbursement. Evidently they want the customer to belief that Vitacost has no business plan or cost analysis. Further, if products are returned Vitacost will withhold the additional shipping costs plus 20% of product cost.

Personally, on my purchase of $68.50 I was charged $17.83 shipping. The additional hidden cost of $31.95 (£20.32) was withheld by Vitacost. On my purchase price of $68.50 I was not informed of having to pay an additional $49.78; something I would never had done if known in advance. Vitacost fails miserably on customer care and costs.

All this information you were privy to but failed in your responsibilities to inform me, the customer. You have also not sent the contact information as requested to take this complaint to a third regulatory independent party for a decision. You leave me no choice but to go online complaint site to get that information from the internet community.

BOCA RATON, FLORIDA -- Vitacost falsely advertised this product to be coarsely ground, but came as a fine powder like white flour. They want me to return the product, but the cost of the return postage is too high. The product cost $7.59, s&h was $4.99 for a total of $12.58. The cost of return is $10.95. Total s&h will be $15.94. The chances of getting my money back for the product will probably be nil, so I would be out $23.53. A small amount to complain about, but how many others will order from them and face this problem? Don't be the next one to fall into this trap of falsely advertised products and the hassle of getting your money back!

I ordered a large shipment from Vitacost with upgraded 2-day shipping. Received only half the order at faster shipping (which we needed for an event), then later on the rest of the order with regular ground. When we called to complain to Vitacost at first they would do nothing. After speaking with a supervisor at first they offered me $15 back. I told them that wasn't sufficient. So after placing me on hold for a while they came back on and raised it $25. That's not even a half of what I paid for the shipping.

So I told her I paid for something I didn't get. She said she could do nothing else for me. I find it totally unacceptable to not fulfill the order properly and then when a mistake is made to not even adequately accommodate the customer. Bad Service. AND TO TOP IT ALL OFF I NEVER EVEN GOT BACK THE REFUND THEY SAID I WOULD FOR THE $25.00!!!

I will NOT be using this company for buying my supplements. Over the years the service has just gotten worse and worse until I have decided to take my business elsewhere. I would rather pay a little more and not have to wait forever to get my order. I have ordered many times from Vitacost.com and more than half my orders were broken down and many items backordered. This would be fine if the site itself told you that upfront.

However, what happens is that you pick the item, you're shown on the site that it is in stock, and then about a week to 10 days later, you're sent an email telling you that they shipped some of your order, but a few items had to be backordered and you probably won't get them for at least 30 days. Meanwhile, I didn't order from any other site, because Vitacost.com showed clearly that my items were in stock! I have cancelled my last "backorder" and will NEVER use this site again. LOUSY delivery and FALSE information!

This is definitely the worst online store I ever bought from!

1. They change or cancel items in your order whenever and however they want.
2. They charge the shipping several times for orders they decided to split.
3. They change the shipping method as well. For example, they shipped me a $3 which was a miserable part of an entire order and charged $60 for some kind of "super-hyper fast international express mail".
4. They are easily promise you to "ship it tomorrow" but this tomorrow can never happen.
5. And finally. When you call customer service they ask you to place another order for what they changed or canceled and pay for it once again. If you ask for supervisor they put you on hold and never respond again.

They are cheap, that's right. But consider what you really get for a price. As well, I don't know whether it's legal to alter the order after it was placed and without your authorization. These guys perform as the law is completely under their boot and the only way to get your money back is a credit card chargeback.

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.