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Vitacost.com Complaint - Beware of Vitacost shipping - Shipping Service
Shipping Service - Complaint
BOCA RATON, FLORIDA -- I have been a customer of vitacost for well over 2 years. When I place my orders I order with the expectation that an order will be shipped within 24hrs as indicated on their site. however, they neglect to inform the customer that shipping carrier choice is their option. The majority of health & beauty sites that I have dealt with, automatically ship via UPS unless faster shipping is chosen. I recently ordered $156 of product. The site specified that 2 of them would not be available until a week later which was fine. Everything else would be shipped within 24hrs, I paid for shipping twice for 2 orders. Vitacost shipped the first order UPS & put a tracking # on the site. They included one of the items that wasn't supposed to be available until the later date which was not right. I received the box in 4days. I realized on delivery that the 2nd box would include vitamins that I desperately needed which was 16oz and should have been included in the first box and shipped UPS since it was 1-lb weight. Vitacost specifies that items under 1 lb are shipped using a postal svc company "Mail Innovations" so my order should not have shipped with them. No tracking info. was provided on the site for the 2nd box! after calling customer svc, I found out Vitacost chose to send the 2nd box by postal mail with no expected delivery date &Cust svc could not provide a delivery time frame. I was unable to track the pkg using the tracking # given by customer svc & unable to reach anyone at their carrier, Mail Innovations. This is the 2nd time Vitacost has done this with my order. I'm still waiting for my order. On an order placed in July '09, Vitacost chose to send by postal mail, the same carrier. I was again unable to track the order, I had to leave on vacation, and the package never arrived. I was however able to have my credit card credited. I am annoyed and thoroughly disgusted with the shipping policies, the lack of helpful knowledge of the customer service reps, and the inaccessibility of a viable outlet for complaints and resolutions. Shows how this company cares about customers. It is not worth the hassle to shop here. There isn't even an email address other than within the site to their customer service. Oh, I happened to locate an email address from another disgruntled customer's review. I wish I had read resellerratngs.com before I chose to shop here & stress myself. Do yourself a favor & check them out before ordering.
Comments:
Posted by slclemens on 2012-01-13:
I agree, Vitacost is terrible on their shipping and customer service. Their attitude is they don't care and if they lose the package they will charge you the full cost of your order.
Posted by njm on 2012-01-14:
I ordered a product from vitacost and paid extra for faster shipping (priority). It did not arrive on the expected delivery date. When it did arrive it was just loose in a plastic bag, no wrapping or anything. This is not the first time this has happened. Vitacost used to ship in boxes. Their service has went downhill. When I've ordered from I-Herb, everything has always arrived well packed and in a timely manner. Do yourself a favor and don't order from Vitacost.
Posted by RepeatVitacostBuyer on 2012-03-27:
I have been buying from Vitacost for a number of years. Have always been very happy. However, just received my last order and the packaging is strange. Cardboard box, no Vitacost insignia, appears to have been repackaged. Items inside seem like they had oil (?) spilled on them and were wiped off. Items were "thrown" inside a white garbage bag before being placed in box. I have NEVER received a Vitacost order packaged like this.
I'm left to wonder if they were repackaged by Vitacost before mailing or if there was a mishap at UPS or USPS (package went thru both) and someone repackaged my items in a new box. I can tell the items were initially in a different box.
I'm left to wonder if they were repackaged by Vitacost before mailing or if there was a mishap at UPS or USPS (package went thru both) and someone repackaged my items in a new box. I can tell the items were initially in a different box.
Posted by Herb Kaplan on 2012-06-29:
Twice I ordered a product and since I live in the Bahamas I paid for UPS worldwide shipping, and twice they sent it DHL Global mail, a form of EMS. I think they are making their money on their shipping with this bait and switch tactic. Their customer service people are on another planet, when you try to talk to them
Posted by jaime on 2012-07-03:
i recently placed an order with vitacost, one of the things was a bottle of jojoba oil. it exploded all over everything. i was told they would refund the bottle but nothing else. the box was literally dripping in oil. i would never walk into a grocery store and buy packages covered in oil, yet they seemed to think it was no problem. horrible customer service and shipping!
Posted by Peter on 2012-12-10:
Wish I had read these reviews before placing an order that never arrived. When I contacted vitacost after 16 days of waiting, I was told that my order had be returned "no reason given" and vitacost would credit me 1/2 the invoice total and an additional 20% restocking fee (for an order never rec'd). I called to complain and was told they'd credit the full amount...I'm still waiting..$75!!
Posted by Michelle on 2013-04-23:
Poor customer service! You are absolutely correct they could careless. I ordered on Saturday morning with 2 day air shipping. I assumed it would ship Monday morning, since I paid extra. No! It shipped late Monday night! So instead of receiving the package Tuesday, I will receive it Wednesday. Contacted customer service. "Sorry, ma'am. The next time order it 1 day air" Seems wrong to me. If I am paying extra fora service, I would think the company would uphold their end of the deal and try to mail the package in a timely manner. If not at least refund the difference which was less than $10. Really? They make (made) a ton of $$ off my family and they couldn't refund less than. $10 because they sat on my order for the entire day. No thank you Vitacost! Thankful there are tons of other choices!
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