Delivery issues, packaging issues with every order I've placed. Damaged products; lost package; rude incompetent representatives. HOURS on the phone with useless customer service. No supervisors available; no call back from supervisor. Have to call them over and over, left on hold interminably. No customer service response. Products used:Products misdelivered or stolen by their third party deliver service Service Shipping Returns Date of experience: January 10, 2025I'm in the middle of an email exchange that is over a month long over a damaged order. The number of emails exchanged is insanity and they take forever to respond. They then ignore the facts of the situation. I tried my best and initially submitted photos that show just how much the spiked product was coating the entire order, all without being asked to. Over a month later they finally got around to processing the refund but now they want more photos. I have long since cleaned up the mess from the orders damage- that was 100% due to the error that took place during packing. (I exactly know this bc an item leaked all over the order. They pulled the item, didn't replace it and kept the contaminated contents that made up the rest of the order in the box.) The customer service is beyond horrible. I've been a long time customer- over 10 years. It's clear that the Kroger acquisition has done nothing good for this once reputable company. I keep explaining the situations facts over and over and they keep demanding photos that I can't provide. The amount of emails is ridiculous and borderline harassment as they refuse to address any of my absolutely valid concerns and and explanations. They are about to loose a customer who spend thousands a year on supplements from their store. Date of experience: January 15, 2025In November 2024 I placed an online order. A month later it didn't arrive. I logged in and the order was no longer listed in my account as a placed order. I had an email confirmation that I placed the order but it was no longer in my online user account. I emailed vitacost customer service with the forwarded order confirmation email asking where the order was. They never responded. A few days later I emailed again. They didn't respond. A few days later I emailed again. They didn't respond. I attempted the customer service chat window, it was useless! I called the 1-800 customer service number & waited for over an hour on hold. When connected with a representative she told me the order # shows "cancelled" in her system. I asked why and she said said "THE SYSTEM DOESN'T SHOW ORDER DETAILS". Then she said she could escalate the order issue to another department and the would respond in the future with why it was cancelled. Why would a customer service phone number lead you to a person who cannot see the details of an account nor help in anyway? That is very strange. I would not recommend this company to anyone. It is unprofessional to cancel a customers online order and fail to communicate that the order was cancelled. How hard would it have been to send an email and tell me the order was cancelled and why? Then I could have bought it from another company instead of waiting a month and wasting several hours (including a full 1+ hour on hold) to find out it was cancelled but no one at the company knew why. Its total absurdity. Date of experience: December 11, 2024I am very unhappy with Vitacost. I received a very large bottle of gel supplements and a small bottle of gel supplements thrown in a bag & when it arrived both plastic containers were open with all the gels caps one had 250 large gel caps out of the containers and gel all over the place. They should have been in a box with a lot of paper or bubble not just thrown in a thin bag. It would not have been that bad if the 1st customer service person was not so combative rude and obnoxious she did not want to refund my shipping! It was insult to injury. Poor customer service. Waiting on refund! Tip for consumers:Don't order from them GNC, Amazon, Vitamins Shoppe are all better companies. Products used:All my items arrived damaged because of the way it was packed but what was worse was the horrible customer service they did not want me to send photos and they did not want to refund me for the $10. shipping which is insane! They are taking forever to refund me I might have to dispute the charge with my bank! Horrible company. Service Value Shipping Returns Quality Date of experience: November 22, 2024I have done business with Vitacost for years. Recently they have gone straight downhill and will not respond to my inquiries about missing shipments and incorrect shipments. I'm looking for an alternative. Products used:Vitamins Service Value Shipping Returns Quality Date of experience: November 18, 2024I paid $30 for overnight shipping on a Friday morning. Customer service assured me I would have order by Saturday since I placed order before 1 pm. I did not receive order until Tue afternoon. When I called customer service to ask for return of $30 overnight shipping fee I was told order was delivered within their "time frame" and that it can take several days to pack shipment. Asked to speak with manager and was told none was available. Buyer Beware. Tip for consumers:As a long time customer of Vitacost I will not be using them any more Service Value Shipping Returns Quality Date of experience: November 5, 2024This used to be a great company but now they are shocking. My last two international orders were not delivered and after showing conclusive evidence to Vitacost's customer support team, they still refused to acknowledge any wrong doing and in turn refused to refund or replace the lost items. $190 lost due to this pathetic company. And after doing some research, it seems like this incident is just one of many associated with Vitacost. Service Value Shipping Returns Quality Date of experience: October 10, 2024I have been their client for many years, and they always used to care both for their clients and how the product is packaged but something has recently changed. Over a month ago, I ordered a few packages of quite expensive chocolate for a birthday. They decided to send it in a bag. Needles to say that over $100 in chocolate melted and got broken. I contacted them, they weren't willing to give the money back and said they'll send me a label to send it back. Twice I followed up and nothing. Money and chocolate went down the drain. I do not recommend to deal with this company anymore, unless your willing to risk your money on online food that may get there deformed. Tip for consumers:The worst customer service. Sent me broken and melted food and never returned to me Products used:None Service Value Shipping Returns Quality Date of experience: October 9, 2024We received a promotional email advertising a 20 percent off sale. Last night (9/20/24), the top of their website stated "23 hours +" to go on the sale. It had a big clock counting down until the sale was over. It stated the sale would end at 11:00 pm ET on 9/21/24. I tried to use the code today at approximately 4:00pm central time. The code was not valid. The clock was gone from their website. Customer service is supposed to be there until 6:30 and no one answered my chat. Furthermore, the same code was on "Retailmenot" stating it ended today (9/21/24). They should honor what they put on their website and send in their emails. Highly deceptive. Products used:I could not use a sale code that had previously been advertised. Therefore, no products were involved. Service Date of experience: September 21, 2024Upon attempting to order a product, vitacost asked for all of my demographic information with the promise to give me 20% off of my order. I received the email that mentioned the discount but where the code should be in the email, it was BLANK. I called the 800#, and the rep (Erica) explains that it takes up to 24 hrs to retrieve the discount. I was ready to press the pay button right then and there. I realize this is just a way to get your demo info as a lead and possibly sell it to other parties. Why should I wait up to 24 hrs to get a code that you promised as a first-time user? Why don't you mention that upon signing up? Why must I give my personal information to you and you promise me something later? I have decided to unsubscribe and order elsewhere. Disappointed. Products used:Didn't purchase from site, going elsewhere Service Value Quality Date of experience: July 23, 2024Continued receiving damaged items, often missing item. Needing to spend hour(s) on phone with customer service ( or sometimes LACK of service!) Today received a badly busted 1 pound bag of paprika, plus unordered item, PLUS missing ordered item. The list goes on for past orders-unusual to get an order that something isn't wrong! My advice is order from Amazon- no need to order $50 worth to get free shipping- plus hardly,if any price difference, PLUS 5% if using their card. Tip for consumers:All info is in my review Products used:Missing one ordered item One item busted Quality Date of experience: March 13, 2024Can't log in, stopped trying for a few years. Tried again. They don't care. They do nothing. And their delivery provider leaves impossibly heavy delivery in mailroom at top of steep stairs, repeatedly, instead of to apt door in spite of clear instructions given by me to them. Think Vitacost would try to accommodate me on THAT if they can't even service problems with their website? Products used:food and vitamins Service Value Shipping Quality Date of experience: February 3, 2024Let the buyer beware. Scrutinize their products closely. For over a decade I bought most of my high lignan flaxseed oil from them. Their price was the best and their quality acceptable. The offer disappeared for awhile. Now it's back at the same price. I bought it but noticed a considerable drop-off in quality when I consumed it. Then I looked more closely. Now they label it as "flax oil" and they're mixing with sunflower oil and powdered lignan. I could get my money back probably, but I destroyed the box and shredded the bill because I trusted them. I just donated it. For free it's all right, but I don't want it. WATCH OUT FOR THEM Value Quality Date of experience: December 14, 2023Excellent sales prices on Bob's Red Mill products. Great and fast free shipping. Best packaging I have seen from any online seller for flour products. Never any problems with orders. Products used:Bob's Red Mill products, dish soap, laundry detergent Service Value Shipping Quality Date of experience: January 23, 2024Very good pricing, never problems with credit card or delivery promptness. Their Vitacost-brand items are always great formulas, great prices and quality above average. Of course in the recent past, there were supply-chain issues (like everywhere else), but that's cleared up though some companies went out of business. I've been a steady customer for about 20 years. I rely on them, period. Tip for consumers:Best choice for me, for about 20 years. Products used:Health supplements (especially Vitacost brand), food, healthcare products. Service Value Shipping Quality Date of experience: February 9, 2023They claim quick international shipping. I paid extra for shipping to Colombia South America. Package went to Germany then mailed regular mail from there. Took over 6 weeks. Customer service said call back after 75 days DHL had no record of tracking number. Package was received but frustrating process. Date of experience: August 16, 2023Sent wrong items (packed with care by Maria R), called customer service and they were useless. As soon as I asked to talk to a supervisor, they hung up on me. Called back and supervisor Tracy told me that it would now be 7-10 business days to reship my items due to a "Bin search" that is Vitacost policy! Since when did their mistake become the customer's problem? Service Value Shipping Returns Quality Date of experience: January 31, 2022This company, Vita-cost are liar's and thieves. I accidentally made 2 orders of the same item and wanted to cancel within 12 hours on a weekend order. It states, processing orders are taking longer then usual, so, that gave me plenty of time to cancel the extra item. I was then told that it was already processed. I said " Really"? It hasn't even been deducted from my account or on hold and they already processed it? I told them to stop the BS and process the refund for the extra item. They don't want to give refunds for ANY reason. I've dealt with companies like this with the pandemic going on and I'm not buying that it's already processed and sent out because so many people have to wait a long time to receive mail orders. I'll never ever order from them again they can stick their products up their $#*!. That's the way I feel about them. Tip for consumers:Don’t order from Vitacost you will definitely pay the COST. Products used:Hair product and it states refunds accepted within the USA only ,but that’s a lie also. As well as them lying about it was already processed within less then 12 hours on a weekend at that. I’ve dealt with companies that refuse a refund due to needing money. It’s BS & Its not my responsibility to keep them afloat. Service Value Shipping Returns Quality Date of experience: February 12, 2022I was told a refund would not be issued because they are not accepting returns. The product All Max Leucine powder does not dissolve in water. I met their terms (purchase in US and request within 60 days of purchase) and yet they deny my request. According to their website, a refund was issued And when I followed up one week later, I was informed of their decision. Nowhere on their website does it say "all sales final" or "we reserve the right to reject requests for refunds". They can choose to take items back but to refuse a refund of less than $60 is pathetic and bad business practice. Date of experience: May 3, 2023I'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. Tip for consumers:60 day return/refund policy in force regardless of situation. Open every bottle you receive within 60 days to confirm there is actually product in the container. Products used:I have purchased all kinds of vitamins and supplements over the years. The product for this review was Alpha Lipoic Acid 600 mg. Service Value Returns Quality Date of experience: September 6, 2022I normally don't write reviews but I get tired of companies using every excuse to not deliver their products and have bad customer service. I'd give NO stars for Vitacost if I could! I've waited weeks for a box of simply items and still waiting then just today after another round of excuses as to why I've not yet received my order I get an email from Vitacost saying one of the items I ordered weeks ago and they had said was on its way is out of stock. Yet they took my payment weeks ago and also I paid for shipping! Bad customer service and horrible excuse for a company in my opinion and I will never order from them again. Service Value Shipping Quality Date of experience: March 3, 2022I 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, 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. Tip for consumers:This company used to be wonderful, but not any longer. I hope to find a new place to order my healthy food. Do not shop Vitacost!!! Products used:Food was most common purchase. I also purchases some cosmetics and cleaning products over the years. Service Value Shipping Returns Quality Date of experience: August 4, 2023They cancelled one item from our order that turned out to be out of stock. However, they did not credit the full amount of the charge back, for no obvious reason. I communicated a number of times by email and attempted to call unsuccessfully, and they did nothing. In addition, one item was shipped in a bag with no cushioning and it arrived totally smashed, while two other items were left off the shipment entirely with no explanation and no credit. STAY AWAY! Service Value Shipping Returns Qual