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About Vitacost Reviews
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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Reviewed April 12, 2023
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. **
Reviewed March 29, 2023
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.
Reviewed March 22, 2023
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.
Reviewed March 11, 2023
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.
Reviewed March 6, 2023
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.
Reviewed March 6, 2023
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.
Reviewed Feb. 9, 2023
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
Reviewed Jan. 25, 2023
Not a review of individual products but their horrible turnaround from order to delivery, and their horrible customer service. If you order a product today, you may get it 10-14 days later. This is a problem for someone like me who travels or doesn't order 2 weeks in advance. My last two experiences are ordering on day 1, receiving a email from them 3 days later "your order has shipped", not receiving the order within 5 business days, checking status of my order to find "a shipping label was prepared" but my order was not actually shipped. In one case I received order 10 days later, in another I called after 8 days after placing order and the rep said "it may be stuck in transit". I told her an order can not be "stuck" in transit if it was never "in" transit. Free and FAST shipping, total **!
Reviewed Jan. 3, 2023
Worst site for customer service and a very poor running site. When I click the link to check the status of an order the link leads to the wrong shipping site. I've told them many times but it's never fixed. My last order was charged to my bank account but never arrived. I checked vitacost.com and found the items still in my basket but showing not purchased. There was nobody available to contact so I sent an email to them which they never replied to. I had to create a chargeback from my bank which takes forever. Worst site for service but good pricing.
Reviewed Nov. 25, 2022
On 11/24/2022 I received an email for a "auto ship" of a product that I NEVER, EVER ordered and as I am allergic to NUTS, they sent ME NUTS. I called on 11/25/2022 at 9:21AM and waited 1 hour and 6 minutes before the criminal VITACOST rep answered. I mentioned I wanted to PERMANENTLY remove ALL of my personal information and CC info from VITACOST database, and REFUND THE FRAUDULENT charge.
SUSAN said that they would deactivate my account and NOT PERMANENTLY remove my personal info. I repeated my DEMAND to remove this info, but criminals will be criminals and REFUSES to do so. SUSAN also said she, SUSAN did NOT reverse the FRAUDULENT charge and was shipping anyhow. SUSAN is a perfect example why I stopped using VITACOST over a year ago due to high prices, HORRIFIC CUSTOMER DISSERVICE, poor shipping and extremely LONG shipping times. I spent a total of 1:25, 1 HOUR and 25 MINUTES total before SUSAN hung up on me and THEN 3 minutes later she sent an email confirmation that the order has been sent, but the tracking said they still have the package. NEVER DO ANY BUSINESS WITH VITACOST!!!! CRIMINALS!!
Reviewed Nov. 11, 2022
Vitacost shipped me (a long standing customer) a wrong item. I had got free shipping and a discount and I wanted a replacement not a refund. They want 3 weeks to resolve this issue as they wanted to investigate include photos of the wrong item; they refunded the purchase price but I would be losing money if I bought the same item again plus pay for shipping. I got the item for less money than their discounted price from Amazon Prime and I had it on my doorstep the next day. I will never shop with them again. Previously they would have replaced it with expedited shipping at no cost. In addition, their prices are no longer competitive.
Reviewed Oct. 19, 2022
I read the company's reviews and I was afraid to order products from them, but I said I'd give them a chance because they had prices far below the market and I'm glad I did. Before ordering, I called customer service at the phone number they displayed on their page, after I followed all the steps, a representative customer answered me in about 2 minutes, I asked how long it would take for the products to be shipped and when I expect to receive them, she was very kind and gave me all the details and gave me a 20% discount code for the first order. I want to say that after I placed the order, I had the products at home within a week, I had a large order (hundreds of products), I received all the products, they were well packed, and I had no problems. I will definitely work with this company again.
Reviewed Sept. 6, 2022
I've been a loyal customer of Vitacost for years, but I will no longer be purchasing from them. I stocked up on some supplements during a sale, and it backfired on me. I opened a Vitacost brand container, and the bottle was empty except for the cotton and silica gel packet. (I made a video while opening the bottle as it felt suspiciously light when I pulled it from my stash.) Vitacost won't do anything about it because my order was over 60 days old. Very disappointing.
Reviewed June 27, 2022
Brands are fine and very much a choice matter but delivery takes far too long for customers in Asia. Follow up procedures remain stagnant with regard to inquiry. I would have thought DHL was far more capable than it appears to be.
Reviewed April 19, 2022
BBB Vitacost periodically sends out promotion codes by mail and quite often they don't work which means I have to either call or chat to resolve it. This past experience with Nicole was miserable. We finally got the one code to work but the one for free shipping would not take and she said she could not give me another code. I said the one sent does not work then she said we’ll go ahead and order and she would take the shipping price off. She assured me we would not be disconnected so I could give her the order number. She kept wanting to pass me along and told me to just call back with the order number to whoever answers because she will document it.
By the way she never reached out to me by email or phone number after we were disconnected. She wanted to do as little as possible. I don’t know if it was just her lack of not wanting to do more or a reflection if Vitacost. Turns out my shipping “request” she said will now take 3-7 days!! I personally don’t like paying for something without an accurate price but I trusted her to follow through of which she didn’t and ended the session. I have all the transcript from both calls. This is how long it has taken and it’s still not totally resolved. Sent from my iPhone.
Reviewed March 27, 2022
Have been a customer for 15 years. It's like they stepped off a cliff a few years ago. They used to have the most competitive prices. But their prices have literally more than doubled the last several years. Now I find better prices places like WalMart's site. They persistently have items out of stock. For months straight. Makes you wonder why, like if they're not paying their vendors. Been like that the last few years.
Over the years, shopping there has saved me more than $10k. But with the way things seem to be falling apart, they might be going out of business. They initially opened as a private corporation. Then in 2009 they started being publicly traded. While they were publicly traded, I saw they were losing money. Then in 2014 they got acquired by The Kroger Co. So this might be one of those company acquiring another one, then screwing their operations so much to save money that it ends up making them lose all their customers.
Reviewed March 12, 2022
I have been shopping at Vitacost for more than 15 years and, until the last 2-3 years, would have given them 5 stars. There have been increasingly frustrating order deliveries (nothing to do with supply/demand). Deliveries are delivered to wrong addresses, left at the back of my apartment on parking lot/driveway in weather and easily stolen if someone was inclined. This is in spite of a large sign asking that deliveries be left at front door.
Most of the Vitacost deliveries in my area are by OnTrac. FedEx and Amazon have never done this and I am a frequent online shopper. In addition, with more frequency, is leaving my Unit # off of the label (contributing to the delivery issues). I have chatted, called, emailed multiple times with Vitacost Customer Service. They are happy to send the order again or refund but I have been unable to get them to address the core issues. An example would be letting them know the Unit # was not on the label. They say they see it in their system so don't believe it is not there. At one point I took a picture of the label sans Unit # but they did not want to see it.
My latest order (placed on 3/1/22) was within 20 miles of my home and sat there for 7 days then sent back to Vitacost. When I talked with a supervisor, there was no apology, no explanation, just offer of resending order in another 4-5 business days. The most frustrating is their unwillingness to address the basic reason for the delivery issues. I am now researching alternative sites to order from. I may not be their highest spending customer but I average $150 - $200 per month.
Reviewed March 7, 2022
I have been ordering from Vitacost for many years. My most recent order was cancelled by Vitacost. Despite several emails, two months later I have not received a refund or my items. I received a email stating my case was under review to determine if I was eligible for a refund (for less than what I paid for my original order). Beyond frustrated and disappointed.
Reviewed Feb. 23, 2022
I placed an order 10 days ago. I am a very long term customer of Vitacost. There was no disclaimer about shipping delays on the website when I placed my order...there still isn't. Apparently they put it on the app but not the web and I don't use the app. Anyway when I found out, they said the order could not be canceled because it was processing and would ship "soon". That was on the 17th. On the 21st talked to them again and was again told they can't cancel or do anything and it should ship any time.
Today is day 10. I get told there are a lot of orders "stuck" in the warehouse. He has no idea when/if it will ship and again, refuses to cancel/refund. On Monday I was told when the actual charge went through and they shipped they would immediately refund. Well now it looks like it will never ship and I won't have access to my money for a month. That's how long a charge is held as "pending". So I have no money and no products while Vitacost has my money and their products.... There is something very very wrong here!
Reviewed Feb. 22, 2022
I placed my Vitacost order on 02/07/22. The order came except for one item. Paperwork (from Vitacost) stated item will be shipped separately. On 02/15/22 I called customer service to check on my order. I waited about 45 mins to reach a person. The representative noticed that in his system it was showing that the entire order was not delivered. I checked on my account on Vitacost.com and noticed the same thing. We spent a fair amount of time on the phone trying to correct the problem. He let me know that the problem was resolved and I should receive my order shortly.
On 02/21/22 I called again. I waited about a half hour to reach a rep. This time I was told that the order was cancelled. I asked what, when and why. I was told in a nut shell, '"Sorry I can't help you." I let this person know that online (Vitacost.com) and hard copy it states the order has not shipped. She stated she couldn't understand where I was getting my info from. At this point I asked to speak to a supervisor. She put me on hold and periodically checked if I was still there. After an hour I hung up frustrated. I have been a customer for several years and place at least 6-9 orders a year. I was shocked at the lack of professionalism.
Reviewed Feb. 21, 2022
I am a long time customer at Vitacost -- and noticed that I have many many empty capsules of vitamins in my several products I ordered. I notified their customer support who said basically, "Thank you for letting us know" without any fixes to this problem. Poor customer service especially for someone who has been doing business with them for over 10 years! Move on from here people -- something is wrong with this firm!!!!
Reviewed Feb. 18, 2022
I put in for a refund or replacement after my package was delayed then marked as delivered when it wasn't. By the time my package really did arrive it arrived with damaged and frozen products. Vitacost hung up on me numerous times after waiting hours for chat or phone and I also emailed them. When I made a complaint to the BBB Vitacost kept answering, "Your refund is being processed," and they would send it to their management team and I would receive a refund in 72 hours. Well 72 hours has gone by and still NO refund or replacement by Vitacost. BBB then closed my complaint without a resolution to the problem. I will never do business with Vitacost again because this is how Vitacost uses their long time customers. It's Shameful!!!!
Reviewed Feb. 17, 2022
Vitacost will advertise what will look like 'normal' products to you but they are actually half or quarter sized products that they sell at inflated prices, so you think that they are selling you products at a discount. It is not the case. I ordered what I thought were normal chocolate bars only to receive bars that were 1/3 of the size, for the same price as a full bar.
Reviewed Feb. 14, 2022
I bought one order in February 1st. They change the delivery date every day. I want to cancel the order. Try to contact by email many times, chat and nobody answer. This company it will be going in down.
Reviewed Jan. 22, 2022
I have been shopping at Vitacost online for 7 years. I would be lost without this store. Their customer service has been great. Prices are great. Most of the time I can order one day and have my products the next day. The speed of their shipping amazes me. I have referred many friends to shop Vitacost.com!
Reviewed Jan. 9, 2022
First time buyer at Vitacost and very impressed. Firstly the price for the OTC medications were the best I could find on the Internet and the shipping was super, super fast. Can't see a reason to use my local brick and mortar pharmacy now unless I need something that very same day. Five Stars.
Reviewed Nov. 8, 2021
I was offered a 20% discount. Because they screwed up my order they told me to cancel & redo the order. When I did that the 20% coupon was no longer available. When I complained again I was told to place the order & the discount would come later. I just received the discount, a measly 10%. I feel like I have been lied to & I will never shop with them again! BTW. Their on house brands are inferior, they usually dont have the most important active ingredient. I was told this by a Vitacost employee.
Reviewed Oct. 14, 2021
Vitacost has been wonderful for me. Their discounts are amazing. I've been shopping with them online for about three or four years now. I first started shopping with them purely because of the great prices. I have continued shopping with them because of their excellent customer service. Throughout the time I've used them I had two deliveries that I never received and their customer service department got back to me immediately. And worked out a satisfactory answer.
I can’t say enough about their wanting to meet my needs. Even though their website says that due to the Pandemic orders are likely to be delayed at least three or four days, fact is that my orders always come in very quickly. They give you a tracking number and their items arrive very quickly. In my experience as a whole Vitacost consistently bends over backwards to try to make me happy and to get my needs met so I just had to write about it let you all know that they are really for the people and not just in it for the profit, thank you!
Reviewed Oct. 4, 2021
I ordered some vitamins and after 2 days the order and it was sr Still in processing status. Contacted customer service and and they said it was not received, I Will not recommend this company, I use instead iHerb.com, they provide excellent customer service, good prices, Quick Shipping, use code DAR0233 and get always discount.
Reviewed Aug. 5, 2021
Through the years, I have never been disappointed by the selection, prices and service. I live in Ontario, Canada and from the time I placed my order to the time I receive it, it has been often within 3 to 5 days. Vitacost using FEDEX makes a big difference in the shipping turnaround time. This is a great place to buy my supplements. I only wish they had a means to convert their prices into Canadian currency.
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