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    Vitacost

Ratings On Other Platforms

Trustpilot
2 / 5
Better Business Bureau
1.8 / 5
Corporate Values

Overview

Vitacost has a consumer rating of 2.75 stars from 291 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about Vitacost most frequently mention customer service, credit card and long time problems.Vitacost ranks 36th among Vitamins & Supplements sites.

  • Service
    60
  • Value
    55
  • Shipping
    58
  • Returns
    45
  • Quality
    51

This company does not typically respond to reviews

Positive reviews (last 12 months): 11.8%
Positive
6
Neutral
2
Negative
43
View ratings trends
9
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What reviewers want you to know

Positive highlights

  • In my opinion, this is an honest and customer service oriented business and I highly recommend you all give it a try!

Critical highlights

No critical highlights yet

How would you rate Vitacost?
Top Positive Review

“Good Prices, Selection, and Service”

Carolyn M.
1/31/22

I came to give a review because I saw that reviews were so low here. Vitacost has been a life-saver for me during all the shutdowns and local shortages of the past two years. I just placed my third order in three weeks. They have much better prices and more selections that I want than my local natural foods co-op, like the range of Fody products that they have. When I ordered three 32 oz. Bottles of organic carrot-orange juice last December and one broke, I simply sent customer service an email, and Vitacost refunded the price within a few days. I am very happy using Vitacost!

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Top Critical Review

“HORRIBLE customer service”

Craig M.
1/31/22

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?

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Reviews (291)

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Reviews that mention popular keywords

customer service (91)
annet172
1 review
10 helpful votes
August 26th, 2020

I tried ordering 5 products from this company. The coffee sucks. Stale and did not even smell good, altho organic. Also they need to tighten up the order fulfillment portion of the company. My order came with only 4 products and was missing one product. I will never order from them again. I have been waiting to talk to someone for 39 minutes on my way home from work. They never picked up. Not really sure what is going on with them. Maybe they need to hire more representatives?

tobyk24
3 reviews
5 helpful votes
January 16th, 2021
Verified purchase

This morning I was advised that my order that had shipped, was returned as could not be delivered as addressed. There was nothing wrong with the way it was addressed and it was correct. If they had an issue, why didn't someone contact me instead of returning everything?
This was my first time using Vitacost and it will be my last!
No mention made of returning my $60 + dollars.

The day after I wrote this, I was finally able to contact the company. No one could explain why the order was returned and a second order is on the way. I'll let you know if I receive it. The CS personnel was very kind and very helpful. We'll see what happens!

Tip for consumers:
See reviews before you purchase, it after

roberts6439
1 review
2 helpful votes
March 3rd, 2022
Verified purchase

I 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
craigm853
1 review
3 helpful votes
January 31st, 2022
Verified purchase

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
Quality
molliem66
1 review
3 helpful votes
February 12th, 2022

This 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 ass. 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
kristines335
2 reviews
2 helpful votes
March 5th, 2022

I've recently placed 2 orders with Vitacost. The first order resulted in them sending me the wrong product, so I have 3 huge boxes of product to return, but no meaningful response from customer service. The second order has been completely cancelled by Vitacost (? Due to not having the product they advertised), and I've now received at least 50 emails telling me that they are not sending me anything. This company should be out of business.

Products used:
None

Service
Returns
tinag756
1 review
1 helpful vote
February 25th, 2022

I've used Vitacost for many years, their packing and shipping were always spot on and fantastic. Now I can't get a ship date and when I contact service i'm told something different 3x and none of them were true. Ended up cancelling the order and I will shop elsewhere. If you don't have something I understand but being HONEST about it is a priority, not "it's shipping today" when it's not and "3 to 4 days" when it has been 10.

Tip for consumers:
shop elsewhere if you want to receive it

Products used:
liquid stevia extract

Service
Shipping
barbarab1486
1 review
8 helpful votes
May 27th, 2020

I am really disappointed in the service I received. I contacted Vitacost within minutes of placing my order to make a change because their website would not let me (didn't have an account). An employee said he would make the correction. I didn't hear from him until 7+ hours later. The update could not be made. They would not cancel my order even though their system had an error. I will no longer be using Vitacost.

stevene245
1 review
16 helpful votes
April 23rd, 2020

During the extremely challenging time Vitacost quietly changed the return policy and refusing to refund a product that i included in my order by accident. I've been a loyal customer for years and never had these issues before. I've spent hundreds of dollars for my supplements every year and will be taking my business elsewhere as my business is not appreciated here going forward.

idans3
1 review
9 helpful votes
February 11th, 2021

I got scammed big time by this website. It was my first and last purchase with them. I purchased omega 3 supplement that never arrived to me so I contacted their customer service several times, but they say they are not responsible and not willing to issue a refund. I tried to write a complaint to BBB, but they still didn't care and never agreed to issue a refund. My money is gone now.

Service
lisaa777
1 review
14 helpful votes
April 13th, 2020

Vitacost sent a purchase to the wrong address 2 times and would not correct it in any way! The first time I figured it was my mistake and took the hit because I was not sending to my default. The second time I was uber careful and triple-checked where it was to be sent on the very last screen and it still went to the wrong address. The worst part is that customer service refused to take responsibility or help.

johns2406
9 reviews
74 helpful votes
October 15th, 2021

A couple of years ago, Vitacost had 20% off coupons for the entire order. Then 15% became the norm. Now it's VERY seldom you see even that! I like this website, but will shop elsewhere for better deals if these coupon codes are not made available.

Service
Value
Shipping
Returns
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joyceh229
1 review
21 helpful votes
February 23rd, 2020

Their online order system changes order totals of $50 or more to take away one item, so that they can charge you $5 postage. This occurs after you have placed the order to cheat you. They also take away promo codes to cheat you. They just did this to me. Then, I called customer service and the girl said "too bad" and refused to correct this, costing me $10 more than I should have paid.

danas571
1 review
7 helpful votes
September 14th, 2021

Worst customer service ever. They do not stand by the products they sale. I had an unopened item. Still in the shipping box and they would not issue a refund or exchange. This order was for almost $200.00. It was a product I found out right after reordering that it was causing a horrible allergic reaction. They would not accept the return at all.

Tip for consumers:
Choose another company !

Service
Value
Shipping
Returns
Quality
gilbertd72
1 review
5 helpful votes
July 28th, 2021
Verified purchase

I ordered just some real expensive vitamins at the beginning of July. Today again contacted vitacost for the 2nd time. Shipment still in process and they told me international shipping terms will take 70 days according to their policy? This is totally crazy. I ordered more times before but always fast delivery before the covid-19 pandemic! Never ever again for me! Ordered more vitamins a Iherb and other stores later this month and got them all within a week after ordering.

Products used:
Solgar omnium 180 caps

Service
Value
Shipping
Returns
Quality
edwardd268
1 review
22 helpful votes
August 24th, 2020

Kroger 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!

breea19
1 review
12 helpful votes
November 7th, 2020

Ever since this company was taken over by Kroger everything has been downhill. Product, customer service, shipping, and even the sales such as BOGO are deceiving. They are using new marketing techniques to trick you into thinking your getting this great deal. This is not the same BOGO sale they ran in the past. So Buyer Beware! There are many other companies that will value you and I advise to go elsewhere. At least try, and see if you don't want to take my word for it. For those of you giving 5 stars... give it time, you too will be a 1 star client soon.

marye923
1 review
2 helpful votes
October 8th, 2020

10/06/20 Noticed a sale brand was completely. Out of stock on items I tried to order. Called on chatvlinecto ask about a rain check and was given a run around. When I suggested then that they extend the sale deadline til they got more inventory in I got the run around again. When I suggested sending me to mgmt. The Vitacost employee refused. Vitacost would be better off not having live chat. I have been a regular customer but am thinking of going elsewhere. Kroger now ownes them and their customer service is much better so that may be the route to go.

stf7
1 review
4 helpful votes
January 7th, 2022

Contacting company to ask why not items were sent was impossible online & long wait on phone. Cannot recommend.

Service
Value
Shipping
Returns
Quality
mimih44
1 review
3 helpful votes
February 9th, 2022
Verified purchase

I was given a 20% discount to return as a customer so placed an order for $230 worth of goods. I received no notification of any delay and placed another order of 3 items that came within the 4-5 day window. I called 2 days ago and the customer service rep stated it would be shipped later that day. I checked today and still no notification and nothing has shipped after 11 days!
I called and cancelled my order and will be buying items needed from the store and not ordering from them anymore.

Tip for consumers:
If you place a large order you can wait >10 days for shipping

Service
Value
Shipping
gordonf78
1 review
11 helpful votes
March 26th, 2021

Jessica and Nyoka in their customer service department are the absolute worst. Our family has been shopping with them for a dozen years, spending thousands as repeat customers. An order recently arrived damaged and they wouldn't send us replacements, stating that we need to contact UPS. Dealing with Jessica and Nyoka was the most unpleasant experience ever. They give zero effort to customer service. What a way to treat a loyal customer. Will never shop with them again, and I urge everyone to stay away by a mile.

Service
Value
Shipping
Returns
Quality
hannahg69
12 reviews
31 helpful votes
February 11th, 2022
Verified purchase

I instantly regretted ordering from Vitacost. I purchased a couple of items on their website, based on representations that inventory was in stock and what the estimated shipping times would be. But then, only after the order was placed, they notify you that supply chain disruptions mean the order will be delayed. Not disclosing this up front is shady. So then I go to their so-called customer service and select the "Instant Chat" option. I start a chat and sit there after many minutes tick away while no attendant picks up the chat. OK. So I go to their website's e-mail form and fill that out (wasting more time). Oh and what a surprise, when I hit send I get red text saying they are "having problems" and to try again later. Right. So I call customer service and what is the wait time? 26 minutes.

If honest, accurate representations of in-stock inventory and ACTUAL customer service are a prerequisite for you, then don't walk but RUN from Vitacost. I instantly regret trying to purchase anything from them.

Update: I requested a call back from their customer service department. They called back and I asked to cancel the order. (This is within 30 minutes of placing it). They said they would have to put me on hold to speak to a supervisor. Five minutes on hold, the call drops and no one calls back. So I repeat the process, leave my name and number again and they call back. Again, I ask to cancel the order and again they put me on hold. This time they come back and say the order is already processed and they cannot issue a refund. This is all within an hour of ordering. So I hung up with them, will be refusing the shipment and have asked my credit card issuer to begin a dispute as soon as the transaction clears. HORRIBLE experience.

These merchants are not honest. Companies like this should not be in business.

kimb1872
1 review
0 helpful votes
March 11th, 2022

Not impressed with Customer Service. Wait time too long. Not enough people to handle calls. Have found supplements at other sites with competitive prices as Vitacost has changed prices. Products changing and you can't keep up with their discounts as they don't always honor them.

debraw1157
1 review
0 helpful votes
March 17th, 2022

I 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...

borisr36
1 review
2 helpful votes
January 28th, 2022
Verified purchase

Long time customer here. It's sad to see how Vitacost has gone down. Maybe the products are still good. I don't know. I don't trust them after several packages were lost and they only refunded part of one. Why? According to their customer services, only one package came back to them. The other are lost so they don't reimburse them. And they don't reimburse shipping and VAT for the one coming back.
So why do they male us pay the VAT before if they know they have so many delivery problems? Why they don't take an insurance with their shipping companies?
At the end they choose to make the customers pay for their mistakes and poor services.
Also the customer service is just horrible. Totally inefficient and impolite sometimes

Tip for consumers:
don't use Vitacost anymore

Products used:
vitamins, supplements

Q&A (23)

Answer:

Yes they sell brand names and reputable products. They may not sell everything though depending on what you're looking for. I couldn't find the product I wanted anywhere other than through Vitacost so I was quite impressed.

By Michael K.
See more answers (5)
Answer:

Once in a while an order is slow to arrive, otherwise delivery is good.

By A E.
See more answers (3)
Answer:

Vitacost is a distributor like Amazon. So each product should have an expiration date or "freshness date/code" if it is not something that can go bad. I have ordered from them for years and always received fresh products :)

By Robin D.
See more answers (3)
Answer:

I buy Garden of Life's Raw Fit Protein powder from Vitacost at half the price of what our health food store sells it for. I trust the Garden of Life company. The product looks, tastes, and acts the same as what I used to buy in the store. It is in the same container with the same listed ingredients. Unless I have both samples tested by some 3rd party certified lab, I cannot say 100% that anything is authentic. However, I usually always buy products made by a company that I've purchased from in the past and that has a good reputation (like Garden of Life). Supplements are not FDA-approved, so I guess some corrupt companies could put sawdust in a capsule and call it a miracle weight loss product. So try to buy products only from companies you've used before and trust, that have helped you, that have some quality manufacturing label, are made in a country you trust (I buy USA-made products whenever I can, and read the reviews-skip reviews where people get something for free or highly discounted in return for "an unbiased (haha) review". Look up information online about the company and use your best judgement.

By Roseann Z.
See more answers (2)
Answer:

Just keep sending them emails until a more dedicated customer service rep helps you. Or shop at Swansons; they have great customer service. Their product selection is not quite as good as VitaCost, but their prices are similar. Good luck!

By Alex A.
See more answers (2)
Answer:

If they are non GMO they will be marked that way! I would assume they are not if they don't take credit for it :)

By Robin D.
See more answers (2)
Answer:

There is a money-back guarantee on all of the products they sell. Often, you will be given a refund without even having to return a product. They really are the best in the business when it comes to customer satisfaction.

By Elizabeth M.
Answer:

Vitacost does not return calls and you can't get through to anyone. Price gouge! Do not place order!

By Cynthia T.

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About the business

Vitacost is your online source for nearly 40k natural products from top brands & hard-to-find favorites? All up to 50% OFF & delivered to your door.

Company Representative

catherinec7
Catherine C.
Typically does not respond to reviews

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2.8
286 reviews
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