Vitacost Customer Service Issues

I attempted to return Omega 3 supplements due to the soy content, unsuitable for my history of cancer. After speaking to a representative and agreeing for a credit, I proceeded to donate the product as advised. However, Vitacost has not fulfilled their promise to credit my account. As a loyal customer, I am puzzled by this oversight. Why did I have to monitor my account when I was assured of the refund by your representative? Could this issue have been overlooked? I have always been a faithful shopper. Please clarify what went wrong.

My online security was compromised recently. I received a threatening email claiming to have hacked my home email address and demanding money to prevent them from sharing inappropriate material with my contacts. It's clear that this is a scam, as they provided a password that was actually linked to my Vitacost account. Please ensure that I am removed from your mailing list. I will confirm this once I stop receiving emails from you. Please reach out to me only after you have resolved your security issues. Kindly refrain from sending any further promotional emails, even after this matter is addressed.

As a returning senior customer, I had a frustrating experience trying to take advantage of an extended anniversary discount offered by Stephanie due to challenges navigating the website. Despite Samantha's kind extension, I encountered issues finalizing my order and entering payment details as instructed. The process left me feeling invisible as my order and discounts were not reflected correctly. Re-entering all my information as a new customer did not remedy the situation, leaving me seeking assistance over the phone. I'm eager to resolve these issues and confirm my discounted order, especially since returning to shop after dealing with health challenges and transitioning to senior living. Speaking with a person directly would greatly assist me in this matter.

Hello there, I recently received the second part of my shipment and unfortunately, one of the hemp mills was damaged and leaked all over the rest of the order. Two other hemp mills seem to be full of air and have hardened, indicating they may be spoiled. I have not opened them yet to confirm this. Additionally, due to the spill, the pour spouts came off. The second part of the order arrived a week later than the first, causing the milk to go bad after bursting and emit a smell. I understand that these mishaps can occur with various orders, and I just wanted to address this issue for resolution. Sincerely, Zack Black

Regarding order #[redacted]49, I, Trish A., received my items in good condition except for the Calcium Citrate chewable tablets and Nature's Way Alive Women's 50 gummy vitamins. The flavor does not sit well with me, and I cannot continue using them. Can I please receive a credit for these items totaling $41.38? I plan to repurchase these supplements in different forms as I recognize their importance. Thank you for your understanding.

Dear Vitacost, I am reaching out regarding the multi-vitamin-mineral supplements and the challenge I have faced in selecting a new one. The supplement I used to take has been discontinued by the manufacturer, and I have specific criteria for my new choice. Vitacost's current categorization by gender or age does not align with what I require. I am seeking a general multi with a focus on minerals (excluding heavy zinc levels) and moderate vitamin doses, without additional ingredients like COQ10, probiotics, or botanicals that I already take separately. I believe creating a category for general multis with balanced minerals and iron would greatly benefit customers like me who do not fit into specific groups. Finding a suitable multi has become increasingly complex with products being tailored for specialized needs. While catering to those requirements is important, I urge Vitacost not to overlook customers like me who value straightforward supplements. I have been a loyal Vitacost customer for many years and hope for options that prioritize adequate dosages over intricate formulas. Best regards, J. B.

I made my first order a couple of days ago with order number [redacted]30. At the time, I couldn't locate the 20% discount code for new orders. Please refund my credit card for 20% of my purchase as soon as possible. I attempted to contact you through chat without any success. Moreover, I called your toll-free number twice this morning. The first call resulted in a long wait on hold, and when the call was finally answered, "The mailbox for that agent was full," and the call got disconnected. The second call was disconnected even earlier. Kindly reimburse 20% to my account promptly, or I may have to reconsider my decision to order from you again. If you are unable to issue the refund, please cancel my order. Thank you, Leslye Madden (I wasted my morning trying to get in touch with your company).

Hello Customer Service, I have recently placed an order for Solaray B-Complex [redacted]. After reviewing the "Other ingredients" list, I noticed it contains whole rice polishings, including bran germ and polishings. I am curious if the rice has been tested for arsenic and if the bran germ and polishings are GMO or sprayed with Glyphosate before harvesting. Could you provide information on the lab testing conducted? Was it tested for strength, potency, purity, or a combination of these factors? Thank you for your assistance. Sincerely, Luana from Canada

I recently engaged in a chat room conversation seeking assistance for my order # [redacted]02. I anticipated a follow-up message with a code sent to a phone, assuming it was my cell phone. To my surprise, the text was sent to my home phone, which is not a cell phone. Unfortunately, without receiving the code, I couldn't proceed with the query, leading to unresolved inquiries and an unsuccessful attempt to modify my order within the grace period. Despite finally receiving my original order, the process left me unclear on the status of my last communication. Hoping to address this concern, I expressed my desire to add items to qualify for free shipping, specifically the Vitacost Magnesium - [redacted] mg - [redacted] Capsules, but was unable to do so through the provided options.ErrorMessage

I wanted to reach out to Vitacost regarding a recent issue with my orders. When I tried to place an order, I noticed a mistake in my Open Orders section which was likely caused by a computer error on [11-30-20]. Order #[redacted]69 appears to be a duplicate of the first two items from order #[redacted]25, which is correct. I believe this error stemmed from the computer problems on Monday evening when I had difficulties placing my order after multiple attempts. I tried to report this through the web Contact Us form, but the "Submit Email" button was not functioning correctly, indicating possible ongoing computer issues on your end. Should you require further clarification, please contact me at [redacted] Thank you for your attention to this matter.

The box arrived partially open with the packing slip almost falling out due to the tape coming off. The package and its contents were crushed, and I had to discard half of the bars. For a package of this weight, more than two strips of tape are necessary. Better quality tape that sticks to the box securely is essential. Each smaller item should be individually wrapped with inner paper, and then both items should be wrapped together. Additional wrapping is needed to fill gaps in the parcel if package box dividers are not used.

I hope this is for Vita cost. They have charged me twice for my order and still haven't sent the correct item. I am unable to reach anyone by phone, and after filling out the email form with all the necessary order details, it won't submit. I am incredibly frustrated as I am unable to get through to anyone via my regular email. No matter which email address I use to contact Vita cost, I can't seem to get a reply from any of the three contacts I have for them.

I have 37 items in my cart that I wanted to purchase using the CYBER20 coupon, the REDMILL15, and various others. Every coupon and promo code, like ABNWMYKQKN, that was emailed to me from Vitacost does not work. As I try various codes, I get messages that items ordered are now out of stock, and instead of the order amount going down, the amount goes up. This is not the first time this has happened when trying to order from Vitacost. It's very frustrating. Please provide valid codes. I have been trying to place my order since Sunday, November 28, [redacted]. Sincerely, Susan

Order [redacted]55 was delivered with an item I did not order, Ascent, which was not billed. It has caused inconvenience as I need to dispose of it properly. The package arrived dirty and torn. While I appreciate my past positive experiences, this recent issue is frustrating. I have realized I prefer local shopping to avoid handling unsolicited items in poor condition. I don't require any action, but I recommend sending out new packages instead of recycled ones.

Hello, I would like to request a return and credit for Order # [redacted]59. Specifically, for item # [redacted]26 Vitacost Synergy Hair Skin & Nails, I cannot use three out of the four bottles due to an unbearable smell. I disposed of the opened bottle and need to return the remaining three. Could you please provide a return authorization label to [redacted] for the return process? I appreciate your assistance with crediting three of the bottles from this order. Thank you for your help. Sincerely, Janice Delaney

I recently made a purchase on the Vitacost website and noticed that the discounts displayed during checkout were not applied to my final order total. For example, I added Solaray, Schiff, Country Life, and NOW products to my cart, all of which had specified discounts that were not reflected in the final amount. Despite the discounts having a limit, my total order was over $1,[redacted], and I believe I should receive the full 20% discount as advertised. I would appreciate it if Vitacost could honor the promotional discounts that were initially displayed on their website. Thank you.

Regarding Order #[redacted]69, upon receipt of my order today, I was shocked at the condition of the graham crackers packaging. The majority of the graham cracker boxes had been damaged, likely due to mishandling during shipping. It seems the packing of heavy coconut milk containers alongside the cracker boxes led to the crackers being crushed by the weight of the liquids. Consequently, most of the graham crackers are now broken and unsuitable for consumption. I am extremely disappointed in the packing process and believe better training is needed for your packers. Despite the shipping box remaining intact, the poor arrangement led to the damage. I have a photo to illustrate this issue, although I am unsure how to send it to you at this time. I kindly request that the Nairns graham crackers be replaced, especially since this was an AUTOSHIP order. I hope measures can be taken to prevent a recurrence of this problem in the future. Please respond promptly. Thank you.

I am dissatisfied with my experience with Vitacost. I placed orders on Black Friday and Cyber Monday, but despite having order numbers, I never received confirmations. Attempts to reach customer service via chat have been unsuccessful, and calling put me on hold indefinitely. I was shocked to hear that they won't honor the Cyber Monday sales. This lack of communication is unacceptable. Since being acquired by Kroger, Vitacost’s service has declined. They discontinued many items I regularly purchase, leaving me extremely disappointed. I hope I misunderstood the recording, but the uncertainty has led me to consider shopping elsewhere for the products I need. Unfortunately, I couldn't find an email contact either.

Order number [redacted]07 experienced delays in CA, leading Vitacost to send a replacement (Order #: C330659, Tracking # D[redacted][redacted]) intended as a gift for a friend in Fort Jones CA. Despite the original order showing as delivered on 12/09/22, the recipient never received it, claiming it was left behind a gate in an isolated area with poor GPS signal. To avoid a repeat with the replacement order, I urge the delivery service to take a photo of the drop-off location for verification. I am unable to locate the delivery service's contact information, hindering communication. Requesting assistance in obtaining their phone number for directions to the drop-off location. Such delivery mishaps are costly for Vitacost and frustrating for a loyal customer like myself. Urgent attention to this matter is greatly appreciated. Sincerely, S. Pahach.

I am having trouble resolving an issue with Vitacost customer service. I have tried contacting them through their chat line and phone line without success. I followed their instructions for a new code change on Sunday, but it did not work. The agents I interacted with today were unhelpful, with the chat agent only asking if they could do anything "else" without providing assistance. Vitacost needs to improve their customer service by hiring more qualified agents who can effectively assist customers.