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Vitacost

Vitacost

www.vitacost.com
What is your customer experience with Vitacost?

Vitacost Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • Vitacost has 3.1 star rating based on 180 customer reviews. Consumers are mostly neutral.

  • 56% of users would likely recommend Vitacost to a friend or colleague.

  • Rating Distribution
  • Pros: Prices are good, Fast delivery, Have good discounts.
    Cons: Poor customer service, Customer service responses, Wait too long on phone.

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Media from reviews

Vitacost - Wrong order
Vitacost - Item missing some productVitacost - Four dollars price increaseVitacost - Received wrong itemVitacost - Food sent expiredVitacost - Quality control has gone down - and so has their customer service!Vitacost - Quality control has gone down - and so has their customer service! - Image 2
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Top Vitacost Reviews

Positive Review

"Packagevitacost replaced the order and shipped it fast! notice says undeliverable due to damage"

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My Vitacost package came up in tracking as undeliverable. I called Vitacost and they replaced it free of charge. Then I asked if they could ship it overnight...

Critical Review

"Vitacost is a scam. buyer beware of shipping costs!"

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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...

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Anonymous
map-marker Doylestown, Pennsylvania

Packagevitacost replaced the order and shipped it fast! notice says undeliverable due to damage

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My Vitacost package came up in tracking as undeliverable.

I called Vitacost and they replaced it free of charge. Then I asked if they could ship it overnight without cost since the carrier must have broken something and I got my order in 2 days!

Vitacost is the best!

View full review

User's recommendation: Calm Vitacost if you have an issue. They resolve it

Julia D Hpy

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Verified Buyer
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This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Poorly Trained Agents

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Contains 1 confidential file for company representatives
Updated by user Feb 24, 2025

They will bring up my issues in a meeting. Will this actually happen?

Who knows.

I can be assured that if I call again in 6 months that the same issue ne still be there. I was sent a standard email and No One talked to me personally.

Original review Feb 08, 2025
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!
View full review
Pros:
  • Products are good
Cons:
  • Customer service scrapes the bottom of the barrel

Preferred solution: A call back to resolve my issue and make delivery to Canada easier to do online.

User's recommendation: Deal with a company who takes the time to train their agents & Managers.

Rick K Jho

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Saint Joseph, Minnesota

Vitacost is a scam. buyer beware of shipping costs!

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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.

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User's recommendation: Be careful with this outfit

Starr N Bkx

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Verified Reviewer

Item missing some product

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Vitacost - Item missing some product

This is the 2nd time I have had something wrong with one of your products. The first time you never even responded to my email as to the problem.

This time I received Zum laundry detergent that was sent without the tape over the top and a portion of the product is missing!

I am happy to send you a pic!

If I do not hear back or if you make zero attempt at fixing the issue, I will be forced to quit ordering from you and will start to order from Thrive Market instead. This is not a very good example of how your company is being run.

Thank you,

Starr Nicholas

View full review
Loss:
$15
Pros:
  • Great products
Cons:
  • Do not try to fix merchandise shipping problems

Preferred solution: Price reduction

User's recommendation: Just realized Vitacost has proven they do not fix problems.

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Owosso, Michigan

Wrong order

Vitacost - Wrong order
Contains 1 confidential file for company representatives

I received the wrong order I did call and got a hold of a customer person who helped me the first person I got didn't want to help me at all. I have ordered from you for a long time wrong order

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User's recommendation: First picture is what I ordered second is what I got

Susan F Jse

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Verified Reviewer

No longer reliable

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Vitacost has continued to go downhill, and this year we discovered almost expired products in our orders, packages arriving damaged, and not receiving items we had purchased. Most recently, we purchased a number of products, and our package was not delivered and was returned to the sender with no explanation.

We learned through research that they had changed their shipping policies but never informed their customers. When we called, we found out that all of their customer service is now overseas, and after three calls where none of the agents could explain what happened or help, we asked for a refund. However, after seven days, when we didn't receive the promised refund and contacted Vitacost again, we learned that they had cancelled the refund without notifying us.

We contacted them for the fifth time when we finally got a supervisor who explained why this all occurred but took no responsibility or acknowledged all the mistakes Vitacost had made. Hopefully, we will see our refund soon, but we no longer trust Vitacost and will not be doing business with them again.

View full review
Loss:
$124
Pros:
  • No pros
Cons:
  • Unreliable terrible customer service terrible communication

Preferred solution: Full refund

User's recommendation: Buyer beware

Eleanor M Mpq

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Verified Buyer
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Verified Reviewer

Product selection is good, pricing is competitive. Problems are with fulfillment of orders of nonperishable food items that arrive damaged or broken.

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Contains 2 confidential files for company representatives
Updated by user Dec 31, 2024

I have had to call Vitacost telephone customer service multiple times about damaged items in a shipment (specifically, dented cans and broken jars). They are efficient about processing refunds or redeliveries.

After a redelivery also arrived damaged, I lost patience. It is disrespectful of customers to repeatedly send orders that arrive damaged and do nothing to change the packing/shipping procedures to break this cycle and assure customers that the items they order will arrive in a usable condition. Another complaint is that while Vitacost offers a form on their website ostensibly for contacting customer service by email, in practice this option does not work.

I tried it several times and kept getting a message saying something like: "We are having trouble. Please try later." In my experience, the only way to actually get through to a customer service agent is by telephone.

Updated by user Dec 13, 2024

No response from Vitacost as of 12/12/24.

Original review Dec 13, 2024
On 12/2/24, I placed an order for several items, including canned goods, on Vitacost.com. The items arrived damaged (dented) due to rough handling during shipping.

I called Vitacost customer service, and they sent replacements for the damaged items, which also arrived damaged (dented)! Something similar happened on a previous order: several glass jars containing food arrived broken. I will be extremely reluctant to order any goods in cans or jars from Vitacost in the future, as it seems the chances are 50/50 that they will arrive undamaged - and requesting replacements is no help when the replacement items also arrive damaged! I cannot be the only customer experiencing this issue.

Surely it would both improve customer satisfaction and improve efficiency to take a few additional minutes to pack items in cans or jars with additional layers of cushioning to improve the odds that they survive the shipping process undamaged.

Then you will have fewer unhappy customers and less need to ship out replacements for items that arrived damaged. I would like to get assurances that you will make changes to your packing processes to ensure that nonperishable food items in cans or glass jars will be shipped with sufficient cushioning to ensure that the containers will not be dented or broken in transit.
View full review
Pros:
  • Competitive pricing
  • Large selection of products
Cons:
  • Insufficiently robust packaging

Preferred solution: Commitment from the company to improve their packing procedures to reduce the risk of damage and breakage due to rough handling during shipping.

User's recommendation: Think twice before ordering items in cans or glass jars from Vitacost. If you do order, be prepared for the items to arrive damaged or broken.

Anonymous
map-marker Huntingtown, Maryland

Added items I didn't order

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I chose everything I needed in my Vitacost order yesterday. I usually spend $50 for free shipping.

When I hit place my order, I noticed the cost was more than it had said previously. I checked my items and 3 things appeared that weren't in my original order. I couldn't find a way to cancel it. This happened once before with 1 or 2 unordered items but I didn't notice it until the order came.

The first time I thought I made a mistake. This time I know I didn't.

View full review

User's recommendation: Check your order carefully before placing it. Also you're probably better off shopping elsewhere.

Louise K Gza

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Verified Reviewer
| map-marker Petaluma, California

I want a refund for an order of 1000 mg. Vitamin C, 250 count. I was very disappointed to open the container to

I want a refund for the 250 count 1000 mg. of vitamin C that I received on an earlier order.

I opened the container to find a brightly colored product.

The BACK of the container listed other ingredients..gelatin,vegetable Stearic Acid, rice flour, titanium dioxide (color) and riboflavin (color). I did not order these additives and I want a refund!!

Please reply with my refund.

View full review

User's recommendation: I'm waiting to SEE the refunds showing on my credit card.

Rita K Qyd

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Verified Reviewer

Refund for wrong product

I contacted a Vitacist service rep the same day I received an incorrect order. I offered to ship the product back and reorder.

The rep explained that I should donate the product rather than return it. She stated that I should watch my email for a notice of refund in 3-5 business days. The refund was approx $35, which is substantial for me. When my account was not credited, I called again and received an apology.

I was assured the credit request would be resubmitted. I continue to wait.

I am a newer customer and would line to remain a customer. That will not happen if my incorrect order refund is not honored.

View full review
Loss:
$35
Pros:
  • Good prices
Cons:
  • Questionable refund policy

Preferred solution: Full refund

User's recommendation: Pursue wrong orders and if not rectified move on to another company!

Been there done that repeatedly K

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Expensive Out-Dated Products

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I ordered an expensive Andalou Face Lift Cream, which I have used before but never ordered from this company. I paid three times as much from Vitacost as from the discount outlet where I first purchased it.

The cream from Vitacost is old, outdated and desiccated. I tried to contact the company for a refund and they don't show my order in their system, even though I logged in. How convenient for them. I tried to chat with a company representative with no response on chat.

I give up. Buyers, beware. This company has no refund policy, it is just a scam. I won't be ordering from them again.

This is the first time I encountered a problem with an order, but it will be the last. I don't have time to deal with this nonsense.

For $30, I expect the face cream to be fresh, full, and ready to spread. It's an expensive lesson.

View full review
Loss:
$30
Pros:
  • Decent pricing on vitamins
Cons:
  • Old outdated products with no refund

Preferred solution: Full refund

User's recommendation: DON'T BUY FROM THIS COMPANY

The M Apv

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Verified Reviewer
| map-marker Port Jefferson, New York

Horrible customer and shipping damaged regularly

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Horrible customer service, 5 orders all 5 damaged. They use Horrible shipping companies like ontrac etc and delivered boxes are destroyed because vitacost poorly packages them etc.

Then customer service sound like they are 7 years old and are less intelligent. Hours on the phone and they never answered many emails I sent. We will never use these disgraces again.

Use The New Mall on eBay, or Amazon, or Walmart etc... for no troubles..

View full review
Eleanor M Mpq

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Elmayfield@***.net

Contains 1 confidential file for company representatives
Updated by user Dec 23, 2024

When I have called to report that items arrived damaged or broken, customer service agents are quick to offer a refund or redelivery. When the redelivered items (sent to replace those in the original order that arrived damaged) also arrived damaged, they issued me a refund that was processed quickly. It seems to be quicker and simpler for them to simply issue a refund (or, in some cases, process a redelivery) rather than do anything to try to improve shipping procedures to reduce breakages and damage in transit.

Updated by user Dec 20, 2024

Here is the response I received from Vitacost by email today (12/20/24):"Dear Eleanor Mayfield, "Thank you for contacting Vitacost.com regarding your most recent experience with Courier. Please accept our sincerest apologies for the inconvenience."Please rest assured that we are sharing this feedback with the shipper to prevent any future occurrences such as this."We appreciate your feedback, as this helps us to create a better experience for our customers."If there is anything further we can assist you with, please feel free to respond to this email."Friendly regards,"Taniel"As far as I'm concerned, this is a totally inadequate response that consists of nothing but platitudes and gives me no confidence that any aspect of how Vitacost packs products for shipping will improve to ensure that items do not arrive damaged or broken. I'm far from satisfied, but am unsure what the most effective next step would be.

Original review Dec 09, 2024
I placed an order for several items, including canned goods, on Vitacost.com. The items arrived damaged (dented) due to rough handling during shipping.

I called Vitacost customer service, and they sent replacements for the damaged items, which also arrived damaged (dented)!

Something similar happened on a previous order: several glass jars containing food arrived broken. I will be extremely reluctant to order any goods in cans or jars from Vitacost in the future, as it seems the chances are 50/50 at best that they will arrive undamaged - and requesting replacements is no help when the replacement items also arrive damaged!
View full review
Pros:
  • Rapid order fulfillment
  • Completitive pricing
  • Frequent discounts
Cons:
  • Inadequate packaging to protect against damage during shipping

Preferred solution: I would like assurances that they will change their packing protocols to provide more effective protection for items in cans or glass jars to avoid denting or breakage due to rough handling during shipping.

User's recommendation: Think twice before ordering food items in cans or glass jars from Vitacost.com as chances are high the items will arrive dented or broken.

Ladonya Gkg

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Verified Reviewer
| map-marker Scottsdale, Arizona

It all worked out.

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The jar of jam was opened and was all over the wrapper.

The customer service was great.

She took care of the problem and I received a new jar with in 2 days.

I Ben using this company for many years and I am happy with products and services.

I have told my friends to also get their products from Vitacost.

View full review
Anonymous
map-marker Phoenix, Arizona

Because I can't get someone to call and TALK to me about an issue!!

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I sent an email, but here I go again. I made a large order because of the recent sale.

I was under the impression that the discounts were stackable, but I guess not. I would LOVE to talk to a representative about this issue.

View full review

User's recommendation: Pay attention to how much the discount really is

Anonymous
map-marker Phoenix, Arizona

Product discounts

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While ordering my last order there were multiple discounts available, ie FRESH25 and 20SOLARAY. But my total did NOT reflect those discounts.

I tried to talk to someone, but it was after hours and Sunday.

I would like my order to be reviewed and possibly a refund will be available. Thank you.

View full review

About

Related Companies

The Kroger Company, Kroger, Fred Meyer, Frys Food Stores, King Soopers

Summary

Vitacost is an online wholesale nutritional supplement store. The web site offers really low prices and great discounts to major natural health products. Company claims they have the widest assortment in the internet and are ready to offer up to 70% discounts. Vitacost deals with such brands as Alvita, Arrowhead Mills, Aubrey, Avalon Organics, Boiron, ChildLife, Coromega, County Life, Eden Foods, Heritage, Jarrow, Herbatint, Jason, and many more. Company offers big variety of products including supplements and vitamins, sports nutrition and diet, beauty and personal care, food and organic, herbs and homeopathic, sexual health, home and pets. Outstanding customer service is always ready to provide customer with all necessary information and answer all questions.

Vitacost reviews and complaints

Vitacost is ranked 73 out of 1123 in Vitamins and Supplements category

Area Served

USA

Payment Methods

VISAPayPal

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