1/5

posted Dec-30-2011

iherb offered a free shipping offer on the site was for orders of $20 or more. My order was over $20, However, the system would not show the free shipping option. I contacted customer service rep Terri via chat, who instructed me to place the order and that she would remove the shipping charges as the system was not working correctly. However, after placing the order, she said that she had to send a message to her manager to remove the shipping charges. After several emails to customer service, they refused to refund my shipping charges. Sample iherb email reply below.

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The shipping charge would have appeared on your order BEFORE you clicked PLACE ORDER.
You shipped via another method rather than the FREE one.
On future orders over $40 in merchandise, please do the following:
-- Proactively select the FREE shipping.
-- Verify that you see a $0.00 shipping charge BEFORE clicking PLACE ORDER
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Unfortunately, not the customer service I expect. They have lost me as a customer!

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