I 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 QualityWe 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. ServiceUpon 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 QualityContinued 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 QualityCan'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 QualitySpent two hrs putting items that showed up on website, it went trough and I even got charged. I received an email for delivery date and tracking. After few days Vitacost I for me trough email that 19 items out of 20 is out of stock. Huh? They sending me only a can of coconut creamer for now. I had plans to bake and cook for the weekend. They ruined my plan. Vitacost if you don't have the stuff why you put it on website and why you allow people to waste their time. Are you going out of business? Tip for consumers:Dont waste time ordering. You will not get it. Most their stuff is out of order Products used:None showed up Service Value Shipping Returns QualityThey 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.Sent 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 QualityThis 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 QualityI 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.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. 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 QualityI 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 QualityI 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 QualityThey 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 QualityThe shipping company, Veho, Vitacost uses is incompetent. Cannot make deliveries during regular business hours. Veho customer service contact is by text message only. Veho still has my items after the first delivery attempt 5 business days ago. Service Value Shipping QualityHaven't been able to reach anyone from vitacost.com or the company they used to ship my order. Their site is now conveniently experiencing "technical difficulties" when I attempt to use the Contact Us as well... Save your money! Shop and surf elsewhere!When you have an issue with a company you've spent thousands of dollars with over several years, you expect your problem to be adequately resolved. This was the first issue we've had. They do have a 60 day return or refund policy. We've ordered this product in lots of 6 and only open the small box when a bottle is used up. The sealed bottle in a sealed box of Liddell Vital Age Defiance spray was empty. CS response "Well, I guess you'll open the boxes next time, won't you?" Vitacost is owned by Kroger. We will no longer do business with them. We've reported them to the BBB and are contacting their corporate office in Boca Raton. It's just a $26 dollar item, but I'll bet there are thousands of folks out there who are being ripped off. Don't do business with them. At the least... open every single box you receive.I had been a loyal customer for 10+ years. Over the last few years, I've noted that customer service has gone downhill, but out of loyalty, kept going back assuming that they'd struggling with staffing issues as so many companies did during the pandemic. But things there never got better. Recently I contacted them after they sent an item that was unsealed during shipping and leaked everywhere - and had clearly been unsealed when it was packed because it smelled noticeably rancid. They demanded pictures, which I sent. And then there was no response at all. Nothing. No refund. No email. No apology. No explanation. I won't be shopping there ever again and absolutely cannot recommend them to anyone. Service Value Shipping Returns QualityKroger and their dishonest business practice is running Vitacost into the ground. Absolutely piss poor customer service. Dishonest coupon offers! Disgraceful operation. You are better off getting your supplements at any other supplement provider. Vitacost since Kroger is no longer what it used to be. SHAME!Despite some initial hesitation (eg. Higher overseas delivery fees to Asia where I am based, not heard about them before etc), I decided to bite the bullet and purchase some shampoo in my first order with them. I was excited to receive the package but this quickly turned into disappointment after opening it. The shampoo's cap got damaged in-transit and liquid had leaked onto the rest of my order (which was luckily wrapped in plastic). Not knowing what to expect, I contacted their customer service team, and was delighted by their professional & prompt response (ie. A sincere apology and immediate "no questions asked" full refund for the shampoo). They turned a potentially negative experience into a "positive one" for me - I look forward to ordering from them in the future! Service Value Shipping Returns QualityI wrote the company an email asking for non-plastic packaging for two glass bottles of sunflower oil. What I got was enough plastic to make a pair of arm floaties, thanks to two big squares of double-ply foam. I have purchased this product before and it was wrapped very well in paper and cardboard. Not only can sustainable packaging do the trick, but it must. On top of everything, although the bottles said refrigerate after opening, they were both sent with large cold packs. This kind of overkill, ecologically speaking, kills.Vitacost was purchased by Kroger[?] and has been going downhill ever since. If you are a beginning vitamin/ mineral/herb 'user' show elsewhere... I' ve been a customer since 2012 but that is soon coming to an end.I've purchased from Vitacost for years & always been happy with their pricing & customer service. I've had a few problems with items being damaged due to poor packing but the latest issue has made me decide to shop elsewhere. I received items near expiration date & items crushed. Was told refund would be processed within 72 hours & was not requested to return items. A month later & reporting to them several times that I didn't receive refund, they have now denied my refund & are requesting photos of items I have discarded. Shame on you Vitacost. You have lost a loyal shopper.The occasion of this review was a failed (international, so not so easy) delivery. It required some prompting and pushing on my part, but I received a reasonably timely refund. No real complaints there... Otherwise, I have been ordering from Vitacost for years. They have a good selection of supplements and good prices. The only thing that stands between Vitacost and five stars is the vast quantity of spam e-mail they send. You probably do not want to register with your main e-mail account. Service Value Shipping QualityIt's a rarity these days to find a biz that WANTS TO KNOW if you're happy w/their service, but Vitacost is an exception! Not only do they take great care in how they mail merchandise ordered online, but the one time I had issues with an item being less than perfect... they sent me out a replacement that very day! No questions asked and they didn't ask me to return the damaged good. They just wanted me to be happy and satisfied... which I was! I'm a loyal customer as I know they work to keep prices lower than average AND work hard to have happy customers! Thanks Vitacost! Sherri, Dallas TX