Vitacost

WHAT WENT WRONG: I received an order and instead of one of the items I ordered I was sent a different one. I did a chat on their website and they refunded the price of the original item and said that I would need to wait to place an order for the correct item until an investigation was complete (?).

The issue is there are discounts now on the not received item that saved me about 40% on the product. I also do not want to pay for shipping as ordering this one product would put me way below the minimum for free shipping. I then called Customer Service as in the many years I have ordered from this company I have never run into this issue. They provided me a code for free shipping.

I went to place an order for the original item and found that the shipping code could not be used with FITNESS25 (25% off). So, I emailed customer service and laid out this whole issue and to see if there was anyway to get my original item for the cost with the discounts and with free shipping. I pretty much received a blunt "no". There was no addressing of the whole issue that Vitacost made a mistake and I was having to, literally, pay for it.

COMPANY IMPROVE? They can go back to how they use to handle replacements when they were at fault.

NOTE: I have been a very loyal and consistent customer for probably 10 years and I am sad to see them go the way of the loss of true customer service. I will definitely no longer recommend them to others and will find another source for what I purchase from them.

On the 15th of May 2025, under Vitacost order #3169****, I ordered 2 lots of Vitacost Ultra Vitamin K. I was advised of FIC Tracking number #VIT2740US280********. A second tracking number of LB82356****SE was also shown on my email receipts tracking delivery progress.

I received a final tracking update on the 30th of June to say the parcel had been delivered (I was overseas at the time). At my apartment reception, they have no parcel, no record of delivery, and no FedEx signed delivery note for the parcel. The delivery details only mentioned the suburb I live in and not my delivery apartment address. This lack of delivery detail is highly suspicious to me.

I have enquired at my local FedEx office and been given the 'run-around.' They cannot show me a signed delivery slip as they say they are unable to track the parcel as they require a 12-digit FedEx tracking number. They also claim to not be able to recognize or track delivery via the above 2 numbers and/or that the FIC number is incorrect and requested I contact Vitacost for:

1. Confirmation that the above FIC number is correct for my parcel

2. Details of the actual parcel FedEx 12-digit tracking delivery number.

Are you able to address the above? Particularly item 2, the supposedly 12-digit FedEx parcel tracking number (may need contact with your local FedEx office). As without this, I appear to be going nowhere.

Any assistance is highly appreciated.

NB Delivery address was Nicholas Jackson, 389/1381 Moo12, Peak Towers Rachawaroon Road, Banglamung, 20150.

Nick Jackson.

I attempted to place an order yesterday. I always spend $49 to get free shipping.

I was getting ready to place my order when I checked it again and realized the amount spent was less than $49 and an $8.99 shipping fee was added. I checked my items and saw that the 7 packages of crackers I ordered was changed to 1. I went back and changed it to 7. I checked again when I was getting ready to place the order and it was again changed to 1.

A previous order I received the same thing happened. I hadn't checked it carefully and thought maybe it was my error.

Now I know it wasn't. I'm done with this company and am never ordering anything again.

I am trying to send my parcel to a FedEx pick up location. When I try to do this, it asks for a Zip Code, but since I live in Canada.

I have to put in a Postal Code - which the system does not accept. I called an agent and they told me to put in a + before the Postal Code, which did not work. They told me to put a 1 before the Postal Code, which did not work. I asked them to take my order by phone and they told me the system was down and they could not take my order.

I called back immediately and got another agent who CONFIRMED THAT THE SYSTEM WAS NOT DOWN. I told him my problem and that he had to take my order by phone and enter in the address of the FedEx pickup location in Canada. He decided it was a better idea to call the tech team to find out what was happening. I told him I did not have a lot of time to be on the phone.

He said it would be quick. I was on hold when he came back asked what the postal code of the FedEx pickup location was and I gave it. I was back on hold. He came back and said they were working on it.

He finally came back again saying that he would have to take my order by phone. I had to say NO, because I had been on the phone for 22 minutes with him and had to leave due to a prior engagement. I told him at the start he had to take my order and I told him I did not have a lot of time. He did not listen to me.

He wasted my time and the first agent lied to me by saying that the system was down when it was not. This is not the first time I have had problems getting a parcel sent out. In the past year I have spent upwards of 4 hours on the phone trying to get my last package sent to a FedEx pickup location in Canada. It took a month before everyone figured out HOW TO send it and finally deliver it to me.

They did not put "Release to Customer" on the mailing label and the package was sent back. I told them to correct their mistake since they had taken my order over the phone. They were able to stop it from going back to the U.S. and bring it back to Canada where it sat in a warehouse for 3 weeks and no one knew where it was.

And here I am again. Why is this so DIFFICULT? Why do your agents not know that that the zip code line does not take Postal Codes? Why am I always put on hold for you to contact the tech department, only for them to try and find out that your system does not take postal codes when shipping to a FedEx pick up location in Canada?

Why do your managers not know this? TRAIN YOUR PEOPLE! I AM SO FRUSTRATED! And the cherry on top is that I am now getting a surcharge on my order.

It is not even over 10 pounds. I called another agent who said the surcharge is for heavy packages. I told them it was not over 25 pounds. They did not know what to do.

My order is still hanging out in the shopping cart. TRAIN YOUR PEOPLE!

Vita cost - what a scam! I was going to order a single small bottle of a supplement from Vita cost which cost 46.99.

Upon placing the order, I saw that shipping on this one small bottle was 49.99!!! This is their reply. When shipping to a PO box and the order total is below $49 (any brands), the shipping rate has increased from $8.99 to $49.99. When shipping to a PO box, and the order total is above $49 (any brands) for corporate brands and with a total shipping weight above 10 lbs., they will be charged a $49.99 shipping rate.

When shipping to a PO box, above $49 (any brands) and with a total shipping weight of 10 lbs. or less, they will be offered free shipping.