Vitacost

They cancel your order without cause. Then won't go back and send it. Won't send a packing list. Send wrong items. Nothing but a pain. Won't send right item unless you reorder. Send verification email you have to respond to that day. If you don't happen to check it they cancel your order. Totally awful experience!

I placed an order on 9/4/23 and I have not received it as of 9/16/23. The new shipping company they are using, OnTrac, kept updating the estimated delivery date everyday for 7 days and I finally contacted them to inquire. They just said they’ll investigate. Meanwhile I contacted Vitacost and they said they place a replacement order but it’s under review by management. I took another 3 days to get the approval. While waiting for my Vitacost order I placed an order with Thrive Market. I received it in two days. The last shipment from Vitacost had big glass bottle of soy sauce that was broken and leaked all over the box and the floor. And that was not the first time. The prices are good and they send out 20% coupon periodically. But I’m not sure if it’s worth it anymore.

I have been a customer of Vitacost for over 15 years. However, recently things have changed with their company. I received a delivery on a Sunday (when I wasn't expecting a package) and I was not notified of the delivery. I happened upon the package hours later (after it had been sitting out in the heat for hours) and the contents of the package were ruined from the heat. I contacted Vitacost regarding the situation, as the contents were heat sensitive, and ruined. They asked for photos, I sent photos. They "approved a refund" for my purchase in an email (several days later). I re-ordered the contents, and they were delivered safe the second time. However, the refund never appeared on my credit card statement.

Something went wrong when ordering online. No order was placed, but I was charged twice. On 8-24-23 the charge was PayPal 'pending.' But on 8-26-23 the charge was no longer 'pending,' and it was actually deducted from my bank account. I contacted Vitacost customer service by chat and phone on 8-24, 8-25, and 8-26. Last I contacted them on 8-26 they said there is no record of the charge, and I must wait 3-5 business days for someone from their credit team to contact me.

I had ordered the product Avalon Organic shampoo and conditioner, which left my hair extremely heavy and I was unable to even brush through it, even using more than enough conditioner. I met their terms (purchase in US and request within 60 days of purchase) and yet they "denied my request" to return the product for a refund. The only response I received was that a refund would not be issued because they don't accept returns on anything (unopened or not), which tells me that they don't ever intend to refund a customer, even when the customer isn't satisfied with a product. Their Refund Policy states that you can "request" a refund if you are unsatisfied with a product; however, since they don't accept returns, they won't ever refund the cost. The company and especially their "Refund Policy" is a complete joke and it tells me that they never intend to make things right for the paying customer. I would STAY AWAY FROM VITACOST company!

I have been a loyal Vitacost customer for at least 15 years. Today was the final straw -- I received an order with two liquid items (coconut milk) completely demolished, soaking the package and destroying everything else in the order. After spending an hour cleaning up this mess, I tossed everything that was destroyed out and contacted Vitacost for a whopping refund of $5.00. Get this: no picture, no refund. I explained to the customer service person that everything was in the dumpster, and she said 'no photo, no refund.' My response was: after spending thousands of dollars with your company over the years, you want me to go to the dumpster to take a photo?' No thanks. I'll never order anything from them again. I hope this review steers any potential customers away from this company. They do not value their loyal customers.

The only good thing I can say about Vitacost is their prices are good which is why I have ordered from them for several years. But no more. Customer service is abysmal. They overcharge me on sales tax and when I point out that they are charging me tax on items that are not taxable in my state, they make something up. Fortunately I pay with Paypal so I can report them for this. Their packaging is also terrible. They put heavy items on top of fragile ones which arrive crushed. They once put a damaged can of olive oil in my order which ended up leaking out into the plastic bag it was enclosed in as well as staining the shipping box. There are enough other sites out there to order from with better customer service. I don't mind paying more for good service.

They really have gone downhill. They use to ship items secured in boxes with wrap. Last two times I have ordered the products have come in just a bag and both times the glass vitamin bottles have broken. I tried to file for a return in the account never ever did they contact me back. I had to contact my bank to get a refund. What a joke. Unsubscribed from ever getting spam from this company again oh and yeah never EVER purchasing from again. Look elsewhere.

Do not shop here! They are the worst online retailer of them all. I placed an order pre maturely and then they told me I could not cancel it (which I tried immediately) - The order came without an invoice or packing slip. Took me three requests to obtain a copy because I was going to return the order. Their website says "We’re always here for you. On the rare occasion something goes awry, our trusted customer service team is happy to offer a solution!. For all domestic orders, if an item is missing, damaged or you are not satisfied with it, you may visit our Online Service Center to request a refund or replacement item within 60 days of your purchase". When I contacted them to request a return authorization, they refused to give me an RA and refund. Never do business with a company like this! BUYER BEWARE!!

This used to be a great online retailer. My last order was damaged during shipping and did not deliver. My new order has been on hold for 5 days. I reached out to Vitacost to learn that they have randomly selected my order for "additional verification." At some point in the future (because they are so busy), they plan to email me to verify my address and payment information. Had I not reached out, I don't think my order would have shipped at all. I cancelled my order and will now find a new place to shop.