I've bought here for years. Not many issues with the products or shipping. Now they get one star because I checked all the right boxes in my email preferences MONTHS AGO and they were to send me ZERO emails except for the CRUCIAL ones relating directly to my account. Now I am getting requests for surveys thanks to their disrespect. I am no longer a customer. Tip for consumers:you will never stop getting emails Products used:my business Service ValueI 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.Be ALERTED: Vitacost has CHANGED. I have been a very satisfied, regular Vitacost customer for 15 years. Vitacost provided excellent customer service and product satisfaction. Not now. I have tried numberous times to contact get in contact with customer service to return an unopened item and I get no response, and I am out $92. I've put many of my friends onto Vitacost, and I am stopping completely from order from Vitacost and alerting my friends. QUESTION: How can a Vitacost customer get Customer Service's attention and a get a response?Talked to three different reps, even a "supervisor" - ALL, said "there is nothing we can do" and "we don't understand why this is happening" and "we are dealing with a number of these". Well - this happened to me TWICE. 9/22 and 1/23...so how is this not a thing? Then - they give me the number to Kroger, and tell me that they will just send me back to Vitacost. Cool, great - customer NO service. Thanks for wasting my time and apparently you don't want my $$$. Tip for consumers:Just avoid - not the same Vitacost Products used:Food, natural cleaning products Service Value Shipping QualityI've been buying with them for a number of years. Now my account is gone. Customer service just says sorry, they can't find any account on me and I have to create a new one. Customer service rep said they spoke to a "supervisor" and said they said "you need to create an account because you haven't in the past that's why we don't see you in the system. Completely incorrect. I've always logged into my account and reordered off my history. Terrible customer service and supervisor. Lost a customer. ServiceI got an email from Vitacost saying the box had been delivered. Turns out that delivery was a shipment FedEx sent back to them because of a poor quality box. I finally did a chat and the agent told me the shipment wouldn't have been sent if I had not made this inquiry. They charged me and had no intention of giving me my products. Vitacost sure has gone downhill. Products used:Haven't received the products to use Service Value ShippingI've ordered from this company for about 20 years and shipping has always been rather quick. I had always received my items within 3 or 4 days, now it's a week or more. Also, since Kroger has taken ownership, you have to watch the expiration dates on the products. I've received some items that were past or close to the expiration date. Products used:food Service Value Shipping QualityCustomer service SUCKS. Communication is non existent, they assume I can read minds, they give the run around on refund requests to where time runs out. THey SUCK! Products used:rice Service Value Shipping Returns QualityLast 2 orders sent back damaged. Decided to order again. Order came in a plastic bag with everything inside busted up. Been ordering for years no problems. Trying to save money on shipping I quess.Very 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 QualityOrder never arrived, found out there was a payment issue and i was never contacted. Now ill go without my supplements for pain and depression for weeks while I find a new supplier. Just not reliable enough for my heath concerns. Tip for consumers:Dont rely on their timing Products used:Supplements Service Value Shipping Returns QualityThey sent broth boxes that looked like they ok at first. I left them in the plastic bags just in case they leaked. A few weeks later I went to use the broth and the boxes looked like they exploded and leaked all over my pantry. They credited me the 2 boxes but I asked them to replace the drawers in my pantry that had warped. I took pictures and also gave them a picture of the replacement costs of the drawers (under 125 each). They kept telling me they were evaluating it. Then they ignored me for over a year. I will buy somewhere else. Service Value Shipping Returns QualityVitacost sends a text for 20% off site wide with a $150 purchase. At the checkout, in my experience, all of my items didn't qualify for the discount promotion. This was a waste for myself and for the family members that I discussed the order with. "20%SITEWIDE" in their text to me did not say there would be exceptions. Also, when I was on their site there was no indication the items choosen didn't get the 20%discount. This is done to deliberately take the customer to the checkout with items that are charged at full price, a trick of "bait and switch". Be wary of Vitacost. Tip for consumers:Terms of promotionsI live outside of the US, so when I visit the US I will often order products to be delivered to my hotel that I can't find in my home country. The tricky part is making sure that the delivery window syncs with my travel dates. I ordered my favorite vitamins from this company. The first time, the order never shipped. When I contacted the CS dept using their very wonky chat feature, they basically shrugged, saying they didn't know why my order, which was confirmed as "processing" in an email, never shipped. Silly me, I decided to try them again for the same vitamins but on a different trip. This time, I proactively reached out to CS to ensure the order would be shipped in a timely fashion. Their messed up chat and online email form was not functioning that day, so I tried emailing them using the address I had used previously. No response. The next day I tried the (once again very wonky, NOT mobile friendly) chat platform and this time got through to someone. Order put on hold: need billing verification. Would be sending an email to request this. When? It's being sent by the billing team. When? Don't know. ‍ Canceled the order.I live outside of the US, so when I visit the US I will often order products to be delivered to my hotel that I can't find in my home country. The tricky part is making sure that the delivery window syncs with my travel dates. I ordered my favorite vitamins from this company. The first time, the order never shipped. When I contacted the CS dept using their very wonky chat feature, they basically shrugged, saying they didn't know why my order, which was confirmed as "processing" in an email, never shipped. Silly me, I decided to try them again for the same vitamins but on a different trip. This time, I proactively reached out to CS to ensure the order would be shipped in a timely fashion. Their messed up chat and online email form was not functioning that day, so I tried emailing them using the address I had used previously. No response. The next day I tried the (once again very wonky, NOT mobile friendly) chat platform and this time got through to someone. Order put on hold: need billing verification. Would be sending an email to request this. When? It's being sent by the billing team. When? Don't know. ‍ Canceled the order. loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.profilePicture === "undefined"; }, callback: function() { app.profilePicture('undefined', 'undefined'); } }) Anya D. 1 review 2 helpful votes Follow Anya D. Send Message loadjsReady({ event: "app", checker: function() { return typeof app === "undefined"; }, callback: function() { // } }); Share Review “Vitacost Doesn't Post Negative Reviews” February 9th, 2023 Verified purchase I bought GABA to help me sleep after daylight savings and Glucosamine & Chrondroitin for joint pain. GABA purchase was made in 2019 and Glucosamine & Chrondroitin in 2023. Both supplements caused insomnia. Insomnia went away the same day after I stopped taking Glucosamine & Chrondroitin. This was just last week and I only took it for 3 days in the morning. Insomnia after taking GABA, on the other hand, lasted exactly 3 months after I stopped taking it. I took GABA for 2 weeks at bedtime as recommended on the bottle. I didn't feel any side effects during those two weeks until I wasn't able to sleep even for an hour. I don't take any medication. Nothing else could've caused insomnia. My negative reviews were never posted by Vitacost. Their reviews can't be trusted. Products used:Supplements Service Value Shipping QualityI purchased Covid 19 tests from Vitacost in December 2022. The price was good $5 per test. Come to find that they were a type that required an App and a ton of information before even administering the test, which was completely ridiculous and unneccesary. Vitacost sold me tests that would expire within two weeks of delivery! Also even though the test was not yet expired - it read - Cannot deliver results due to expiry of the test. So I called - it was really difficult to reach anyone at Vitacost. Finally got a customer service person and they denied the return. I tried again a week later and was told no. By the time I would have returned the tests they would have been truly expired, so maybe that is why they denied the return, I do not know, as they would give me no reason. I will never buy from them again, they essentially took my $81.40. Oh, and I had to buy tests elsewhere to have on hand in January, as this was for my preschool. Products used:none Service Value Shipping Returns QualityI have been waiting for a refund for 5 weeks! They don't care to either give me a credit for item that were damaged n shipping... Very unprofessional...I placed an order for almost $400. I received an order number confirmation and they charged my credit card. They canceled my order, did NOT notify me and did not notify my credit card company. It created a huge mess and my bank advised me to cancel my card and get a new number which created a big problem as my pending payments were cancelled and all my auto payments messed up. I'm very unhappy as they would not send me a cancellation confirmation for my bank. It said NOWHERE that you could only use their promo code one time which was their reason they said they did this. Products used:Didn’t get my order Service Value Shipping Returns QualityI bought a bunch of cleaning supplies which never came. I told them and they said they would ship again, I got an email confirmation they shipped, but again they never came. I then requested a refund which they gave me, minus $10, so I essentially paid them $10 for nothing apparently. Don't trust them, but somewhere else. Tip for consumers:Buy some place else Products used:None, they never arrived! Service Value Shipping Returns QualityThey charged my card for an order March 23rd. It is now April 8th and I have NOT received ANYTHING. They claim the package was "damaged" enroute and they instructed FedEx to return it to them BEFORE it arrived to my home. THEN they initiated a replacement order with the SAME results. I have waited an entire WEEK for a refund which as I type this "review" has YET to be seen by my card issuer. SO it's time to initiate a "charge back" against these MORONS and MORE importantly, CANCEL any further dealing with these THIEVES. Service Value Shipping Returns QualityLast week I received an order from Vitacost. When My wife opened it the order must have been for someone else as nothing in the order was items we ever order. I have emailed vitacost two different times in side of a week and have heard nothing. Very frustrating. Poor customer service.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) who responded to my concerns 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 promptly provided. I was assured (as I had been on previous calls) that I would receive the invoices in 24-48 hours. I did not. 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 don't know what's happened to Vitacost, but I'm swearing off this company, and I suggest that you heed my warning and do the same.I have been a customer of Vitacost for 10+ years with orders over that time in the $1,000s. A couple of days ago I placed an order at Vitacost website totaling $169.11. Went to check my bank account that Vitacost double billed me under the phrase of "pre authorization". The bank showed that Vitacost billed billed me once for $169.11 and stole $169.12 on a second billing without my consent. I contacted Vitacost and they informed I would be seeing the second withdrawal returned to my bank account in 7 to 10 days. It should be noted this was NOT an error on Vitacost part, they did this on purpose to cover the original payment they stated, stole money out of my bank account without my consent. There is no logic in that explanation Vitacost provided, furthermore again, Vitacost has become a scam and illegal operation. Now onto the order itself which arrived today. They shipped with items missing and no explanation. Double billed and not sent the items I ordered. I highly suggest anyone considering placing an order for supplements to go shop at a reputable online site, someplace else for your own piece of mind. Tip for consumers:Shop for vitamins someplace else, Vitacost is not reputable. Products used:None.I placed an order, via phone due to not being able to process online, and used discount codes that would have saved me $90. The customer services representative said I would get an order confirmation via email. The email never came and when I checked my bank statement I was not billed. A week later I called to see if my order was placed. I was told it was not. All of the discount codes were no longer available. I requested to speak to a supervisor to see if they would honor the discounts since my order was never completed. I was told they would not honor the discounts. Good bye Vitacost!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 Products used:None, just terrible customer service