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Vitacost.com is an online vitamin and supplement retailer that offers a wide selection of products. Customers can shop from many different top brands or browse the Vitacost store brands. The company sells vitamins, supplements and specialty diet food products that allow those with dietary restrictions to enjoy many different types of food.
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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!!
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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.
Please refer below to links I’ve included to others’ complaints filed with credentialed well known Consumer Affairs and the Better Business Bureau where there are 218 in just the past three years. That’s many complaints for one business with the BBB. Links to complaints filed with Site Jabber and Trust Pilot are also included. I’m sure you can find more on other websites including Vitacost’s own website; although the positive ones are much more prevalent in their own website. If these links weren’t included by Vitacost in my review, at least you can find them yourself. The good reviews, well mine were in the past and should be disregarded on these and all other sites as Vitacost is not what it used to be.
I, along with droves of previously loyal Vitacost customers have become extraordinarily exhausted and infuriated over the endless problems and time to unsatisfactorily and sometimes (hit or miss) satisfactorily resolve issues that shouldn't have been a problem to begin with, and expecting Vitacost to be what they were just a mere few years ago.
Evidently, Vitacost is under new ownership, Kroger, I read causing customers including me who have poured tons of their/my hard earned money into waiting a week or longer to receive desperately needed orders while repeatedly checking on the status of each order then after finally receiving each order (not always receiving it or it being piecemealed into multiple deliveries per order increasing the likelihood of damage; although piecemealing may have been due to shipping costs) just to find out the wrong items were sent, missing, crushed or damaged. Additionally, if you need to do an even exchange, I repeat EVEN EXCHANGE, Vitacost will not honor this as they previously did; the original brand and Vitacost discounts I relied upon for the original item will not be honored for an exchange, only a lousy 10% off offered for another purchase of the item I really need of the same monetary value.
Adding insult to injury, Vitacost dropped a number of products I relied on without notification (recently seems to have changed) causing me to panic and spend time finding another source and/or researching to find a suitable substitute. Perhaps some no-longer-offered products are due to providers, yet I can find a number of products through the manufacturer and other resources in a number of instances. Also, some products don’t display on my saved list or some just simply disappeared. At one time, I was told to use a different browser - not acceptable. It’s not difficult to write code to include all browsers. I’ve repeatedly had to give them software programming lessons.
I've also had countless website issues after spending huge amounts of time to complete then place my order to find that the advertised discount wasn't honored or it's not being honored wasn’t disclosed at the time of purchase, the full amount wasn't disclosed prior to completion, items were suddenly out of stock after my purchase with no opportunity to choose a substitute yet the out-of-stock items showed up just after my purchase as in stock, the order was sent to the wrong address then waited for customer service on endless chats and phone calls and never resolved it ever within five or ten minutes if at all, but always taking an inordinate amount of time and energy many times repeatedly after losing connections, chats timing out, no response, no website feedback, etc.
Commonly, needed items are almost continually out of stock and you can expect this during a good sale even post COVID peak while other items force a minimum driving my final costs out of reach. In other words, you can’t just buy one; you have to buy twice as many as you need so if you need yellow and brown mustard, expect to be forced to buy four total, same with dishwashing liquid - instead of over $4 each, you can expect to pay over $8 just for dishwashing liquid, even $7 and $8 boxes of cereal that are rarely in stock. This makes no sense. You can also watch the prices in the cart you've been working on go up before you've placed your final order, and there have been a plethora of website issues the past year or so. Some of which I’ve previously included in this review.
These problems have become a pattern with Vitacost. They really need to change the name as they are not honoring what Vitacost was and have not been in business for 25 years with the same management. In fact, it should be a law that the name be changed once a company changes hands or at least obviously disclosed and all past reviews deleted since they no longer apply as the philosophy and ethics are almost always disregarded and the reputation that took years to establish is obliterated. It certainly has been in this case. **
There was a payment issue I was never notified about. I will go without my supplements now and have to find a new supplier. I used to spend almost $100 every month. I never received an email letting me know I wasn't going to get my package.
I’ve been doing business with Vitacost for many years now and am sad to report that I may not be doing so for much longer. I made a one time, routine request for my 2022 invoices from the company two weeks ago to validate medical expenses for accounting purposes. I was unable to use online order information as my orders need to be shipped to another address, and so my name, address and billing information do not appear on the orders as they appear online. I have corrected this for 2023 and explained as much to customer service.
It took several calls to receive about half of my invoices, after which time the invoices simply stopped coming, with no explanation. For the record, I had no such problem with other supplement companies (Swanson, IHerb or Life Extension) who supplied what I needed right away. When I called Vitacost a fourth time and explained to a customer service associate that I was still waiting for eight invoices, she asked for the remaining order numbers and dates which I provided. I was assured I would receive the invoices in 24-48 hours. I didn’t. And so, I contacted customer service a fifth time, and asked to speak to a customer service supervisor. I was connected to Crystal who said that invoice copies might take as long as 72 hours. I said I would wait, then, and recontact customer service if I did not get the invoices. I did not get the invoices.
I contacted customer service one final time and attempted to reach Crystal to see if, at very least, I could get some explanation for the missing invoices. I was told that Crystal was on a call with another customer and would return my call within an hour. I did not receive a return call. I honestly don’t think I’ve ever been treated this badly by any customer service department anywhere. This is especially puzzling in light of the fact that I’ve spent a lot of money at Vitacost over the years. I’m swearing off this company, and I suggest that you heed my warning and do the same.
I placed an order for protein bars, and my browser extension automatically added a promo code. The order went through, and I received a confirmation email. I checked the website over the next two weeks, and the order was listed as placed and the status was "Not yet shipped." I then chatted with a representative on the site asking when it would ship, and they said the order was cancelled and I should have received an email about it. (I never received an email, and the site still showed the order as placed.) I asked why it was cancelled, and they said there was a "problem" with the promo code, so they cancelled the order. It does appear they did not charge my credit card, but the fact remains that they accepted the order with the valid code, but then just changed their mind after accepting it and cancelled it without telling me. Really bad experience, and I will never use them again.
I ordered a protein shake box with a discount that was advertised on their website. The discount was amazing, and I was happy about it, but when they realized that it was too big of a discount, they canceled my order without even letting me know when I called him after a week they said yes we can see that the order was canceled and when I asked for the reason, they said it doesn’t show with the reason is. This is a company that does not stand by their word. The coupon was something they advertised and I feel like they just did that so they can get my email and tell me promotional emails which they have not stopped doing since I submitted the order. Terrible company. I would stay away.
I will agree with some other reviewers. Customer Service & the business model have dropped terribly. I have been a customer for several years but no longer. They shipped out the wrong item and would not send out the correct item. Instead, refunded me the amount. However, now I have to spend over a certain amount when I do not need anything else in order to get free shipping. The 2 women I spoke to did not care whatsoever. So cold. That is NOT customer service. I am currently shopping at iHerb.com and will do so unless they begin to change too. Such a shame, Vitacost. Never again.
It has been three weeks since I made my order. I have been a customer for more than 10 years and have noticed a huge downturn in customer service in the last two months. I typed in the mailing form by hand, saved it and paid with PayPal. They sent it to the wrong address even though I filled out the address in by typing it in by hand. In addition, paypal has only my correct address on file. There were two addresses on my Vitacost account and I wanted to make sure they got the right one! They sent the package to a condo I sold a year ago in spite of having sent several packages to me for the last year at my new address.
When I tried to replace the items online and then contacted customer service told me it would be shipped out the next day. It was not and I received no email that they had cancelled the order again. I had to call in four days later and when I tried to replace the order they said the system wouldn't let them. I personally think they didn't want to honor all the coupons and sale prices I had. But my biggest issue is when they cancelled the order they did not issue a refund immediately! What kind of company does that?? I should not have to call four days later to start the refund. Now I will have to wait 2-4 more days while Paypal issues a refund as I don't have the money to make a $60 order twice. Meanwhile I'm in severe pain from my neuropathy and the arthritis in my knees and hands because I'm out of all my supplements.
Now I am beginning to question the quality of the Vitacost brand as well. If customer service has gone downhill (and overseas) this much then how long can it be before their products follow? I'll have to go back to Swanson which was always my second choice. Way to kill your business folks! I admit I should have dropped my old address but they should have been able to correct this quickly and ship out another order. At the very least they should have offered some huge coupon for all my pain and time to fix this issue. I'm really not sure I will order from this company again. Linda V
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