Extremely Poor Delivery Experience
Very disappointing experience with iHerb’s delivery service to the UAE.
I am giving iHerb one star only because I have to select a star in order to post this review. Based on this delivery experience, I would not give even one star.
This is not the first time I have experienced this problem with iHerb’s choice of courier for deliveries to the UAE.
Customers provide their full delivery address and phone number when placing an order and pay the shipping charges requested by iHerb. Yet, when my shipment reached the UAE, SMSA Express — the courier selected for my iHerb order — marked the shipment as “Consignee Address Is Incorrect” and placed it on hold, despite my correct and complete delivery details having already been provided with the order.
Even worse, the tracking information states that a delivery attempt was made at 9:00 AM. We had been at home since 7:00 AM. Nobody called the registered phone number, nobody rang the doorbell, and nobody came to our address.
How can a delivery attempt be recorded when no one called, rang the bell, or actually came to the address? Recording an attempted delivery under these circumstances is extremely misleading and completely unacceptable treatment of a customer.
We then had to contact SMSA ourselves to find out what was happening with a delivery that we had already paid for.
Instead of iHerb resolving the issue directly with the courier it selected, iHerb sent me an email instructing me to contact the shipping company myself.
This is not an acceptable delivery service. If iHerb charges customers for shipping and chooses the courier, then iHerb should take responsibility for ensuring that the order is actually delivered to the address provided. Customers should not have to chase a courier company and solve logistics problems themselves after already paying for delivery.
A paid delivery service should mean delivery — not transferring responsibility to the customer.
Since this is not the first time I have encountered this issue, I strongly suggest that iHerb reconsider using SMSA Express for UAE deliveries and choose a more reliable courier. Continuing to use a delivery partner that creates this kind of customer experience risks damaging iHerb’s own reputation and losing loyal customers.
Maha Jalal — UAE Customer
Order No. 0-9788****27
I am giving iHerb one star only because I have to select a star in order to post this review. Based on this delivery experience, I would not give even one star.
This is not the first time I have experienced this problem with iHerb’s choice of courier for deliveries to the UAE.
Customers provide their full delivery address and phone number when placing an order and pay the shipping charges requested by iHerb. Yet, when my shipment reached the UAE, SMSA Express — the courier selected for my iHerb order — marked the shipment as “Consignee Address Is Incorrect” and placed it on hold, despite my correct and complete delivery details having already been provided with the order.
Even worse, the tracking information states that a delivery attempt was made at 9:00 AM. We had been at home since 7:00 AM. Nobody called the registered phone number, nobody rang the doorbell, and nobody came to our address.
How can a delivery attempt be recorded when no one called, rang the bell, or actually came to the address? Recording an attempted delivery under these circumstances is extremely misleading and completely unacceptable treatment of a customer.
We then had to contact SMSA ourselves to find out what was happening with a delivery that we had already paid for.
Instead of iHerb resolving the issue directly with the courier it selected, iHerb sent me an email instructing me to contact the shipping company myself.
This is not an acceptable delivery service. If iHerb charges customers for shipping and chooses the courier, then iHerb should take responsibility for ensuring that the order is actually delivered to the address provided. Customers should not have to chase a courier company and solve logistics problems themselves after already paying for delivery.
A paid delivery service should mean delivery — not transferring responsibility to the customer.
Since this is not the first time I have encountered this issue, I strongly suggest that iHerb reconsider using SMSA Express for UAE deliveries and choose a more reliable courier. Continuing to use a delivery partner that creates this kind of customer experience risks damaging iHerb’s own reputation and losing loyal customers.
Maha Jalal — UAE Customer
Order No. 0-9788****27
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The best supplement app
I like IHerb por many reasons, but the major one is because I trust that all the supplements are authentic and I am sure that I am not buying rubish! Thank you IHerb
One spot shop
This site is great, it has so many products to offer its my go to place for supplements, vitamins and more
ML
Excellent
What have you done!?!
The team who updated the app should be fired. Trying to follow my subscribe and save is a nightmare. I’ve already started looking for other places to shop. If you start losing customers, this might be the reason why. I’d rather shop with Amazon, a company I try to avoid, if this is what I have to deal with.
And no, iHerb, I will not be contacting customer service. Your problem, not mine. Looking for other places to shop is my solution.
And no, iHerb, I will not be contacting customer service. Your problem, not mine. Looking for other places to shop is my solution.
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