"When I enquired about when a backorder would ship, this is the response I got:
"Dear ___,
The item is on back order until 06/01/16 and the day we get it is the day we will ship it
Galo Torres
Customer Care Team
Vitamin Shoppe""
"Since I knew that in a few hours I would be in the part of town where their local store is located, I placed an order online yesterday for in-store pickup. I received emails stating that my order was received and confirmed, but I should wait until I receive an email that my order was ready before going to the store to pick it up. Per the FAQ on their site, my order should have been ready in 2 hours, but I never received an email to pick it up. I checked my email today and still didn't see it, so I called their customer service to see what the problem was. After the lady put me on hold, she came back to say that my order should be ready TOMORROW. I asked her why they offer in-store pickup for convenience, as this was clearly inconveniencing me; she didn't have an answer, so I cancelled my order. This isn't the first problem I've had with this store, but I can assure you that it will be the last. Avoid at all costs."
"they advertise essentria water free shipping and than when should be shipped don't send product but back ordered took 26.99 twice for 2 cases out of account in first 5 minutes still no refund and no water. rip off"
"Vitamin Shoppe has by far the WORST customer service I have ever experienced. I had to phone 5 times to ask about a refund due to a shipping error. Every time i waited on hold for almost an hour. They promised me my money back, then weeks later when my money had not been refunded, they denied ever stating they would refund my money. They were completely incompetent and some were terribly rude. To this day they still have my $120 and I have just given up on ever getting my money back. I can't be bothered to deal with complete morons anymore. What a waste of my time and energy. I hope they enjoy my money and vitamins I never received! Their customer service agents are liars who will say anything to get you off the phone. I hope this business goes bankrupt :) "
""Ships Same Day" UNTRUE!
They claim to ship the same day. This is clearly untrue. A few days after I placed my order, I still hadn't gotten any shipping details, so I called customer service. The customer service woman asked me, "how could we possibly be able to ship the same day when items are on sale? It is always busy here when there is a sale..."
O.K. Vitamin Shoppe, if you do not offer same day shipping; then do not claim to do so. "
"I placed an order 3 days ago and by mistake used an old address of mine. I got a notification today stating that the order was already out for delivery, and when I checked the tracking website I noticed the order was in a different city. I called Vitamin Shoppe to figure out which address I had the package sent to, and the lady on the other end stopped the package in-route and had it routed back to me at the correct address. They've got my business from now on!"
"I have been a customer with the Vitamin Shoppe for several years. I have purchased items in the local store as well as ordered online. I will not be returning as a customer to the Vitamin Shoppe. I had purchased several items online and it was sent to an address that I had not lived at in years. I called customer service as well as sent an email. The customer service rep stated that the items would be resend to me. I receive an email from Mr. Torres (customer care) stated that they would not resend the items unless they were returned. If I do not live at that address and it is in another state..how would it be returned. So I am out $90. I will be seeking legal advice and reporting this to BBB. DO NOT SHOP ONLINE OR AT THE STORE...they do not CARE about their customers. "
"Quality of products are crap and the customer service in the Hilo,Hawaii store is worse. The store manager doesn't know anything about the products. "
"BAR NONE THE WORST CUSTOMER SERVICE VIA ONLINE ORDERS EVER! DO NOT ORDER!!!
I have shopped at this store since it's inception. Twice a year during their BOGO sale additionally stock up but the local 2 stores are usually out of what I'm looking for. This time I tried ordering online.
First: I know my UPS driver well, he will leave all packages. This one required a human to be home. i work. He would not come later. Package returned to local hub (40 minutes 1 way-bad neighborhood).
I phoned, they repeated the order and sent it to my work, a large complex with about 100 employees. NEVER sent a confirmation, tracking, etc. Finally called a week later, and it was delivered the day before. Once getting the name of the signer, I went all around the facility for an hour trying to find the package, which was signed for by one of the kitchen staff (nobody knew who he was, UPS too lazy to go to reception) who opened it, ignoring the name and it was left to sit....
To make matters worse, the repeat order had (NOW) 6 items BACKORDERED!!!
I phoned online customer service who said having a person present (not on their website) is a state law??? So now I have to go through this AGAIN??
They will not ship any orders to a store. I asked if they could kindly offer the BOGO (since had I known items were backordered I could have gone locally anyway), I was told I'd have to get special permission from another rep/was transfered to an idiot who after I explained everything put me on hold for another 10 minutes, came back and told me to go to ups and pick up the first package....GRRRRRRR.
Total phone time: 40m. He told me that for a local store to honor the price (sale over) a regional manager would have to approve? I conference called the local store. At that point the Online rep hung up on me.NEVER AGAIN!! AWFUL!!!
~and in the end, went to pick up the 6 back ordered items at a local store thanks to the kind manager there and 6 week dispute to get money back via pay pal."
"The many reasons that I am very unhappy with Vitamin Shoppe:
1. Vitamin Shoppe has eliminated most of my favorite products that I use daily, and need to repurchase EVERY MONTH.
2. They refuse to do special orders of those products; even though they carry the manufacturer's line of products in the store- something their competitors have no problem doing for THEIR loyal customers.
3. They refused to take the manufacturer coupons clipped from their own magazine! Especially infuriating when the coupon item is out of stock and I asked them to restock; they can not tell me when it will be reordered- or they tell me that I have to wait a month AFTER the coupon expires, telling me I have to prepay for a special order that they refuse to apply said coupon to!
4. They do not even carry the products that they advertise and do featured stories on in their own publication (magazine)! What is the point of that? I ended up in arguments at the store when I am interested in products Vitamin Shoppe advertises, only to be told it is not sold and I can not special order it!
5. Vitamin Shoppe has eliminated about 95% of what I used to buy there, when it reaches 100% I will no longer have any reason to continue shopping there- it has become a miserable and frustrating ordeal to continue being a customer with this company now, it was not like this in the beginning over 11 years ago. This actually used to be a great company, now they do not care about what their customers want, need, or shop for. I am only sticking around for the member rewards benefits for the very few items I can actually still find- it is a shame that I have had to turn to Vitamin Shoppe ' s (7) competitors to fulfill my needs, and that this is lost membership rewards benefits for me.
Since I have relied on the rewards benefits to help relieve the financial burden of continuing to be able to afford to buy the supplements that my doctor recommends every day, this has been a terrible loss for me to not have the benefits of the rewards program at the Vitamin Shoppe for the 95% of the products that I use, especially since I am working with a very tight budget.
6. Since I do not like being treated this way, I would never recommend Vitamin Shoppe to my friends and family any more- there was a time when I did, but when Vitamin Shoppe segued into the unhealthy, unsympathetic, uncaring company that it has become, I could not in good conscience send people that I cared about to this business to receive the same poor treatment I have been receiving.
7. Vitamin Shoppe used to have the lowest prices on vitamins & supplements, but not anymore- their prices are some of the highest online this year alone, and has become cost prohibitive to shop there recently. For instance, a vitamin that I can buy at 7 different competitors for a reasonable price, is over $30 more at Vitamin Shoppe. I can't afford to pay almost $90 for a single vitamin that costs little over $50 elsewhere- I have prescriptions that cost less.
The basic expectation when being a customer is having your needs met, especially if the company advertises this, sells this- but if they stop finding it important to keep their returning customers happy by continuing to provide what they advertise then there is a break in expectations and trust, especially if the only important thing is now to advertise what we do not want to buy and eliminate what we come into the store to continue to buy.
That is not how you keep return, or loyal customers.
"
"Have been shopping this franchise in another city for years and usually the service is great. Moved and went to the store in Citrus Hts., CA, across from Sunrise Mall, and couldn't believe the snotty attitudes of the sales clerks during two visits. First person acted like he was being put out to place an order for a product they didn't have in stock. Next visit, clerk didn't greet me when she came to the cash register, stood behind the cash register so her face was completely obscured from me, and just began ringing up products. I said I had a question first and she stayed behind the cash register, face still blocked, and answered in a tiny voice that was inaudible. She didn't know how to resolve problem, 2nd clerk she reluctantly sought for help didn't know, and finally manager knew what to do, which was to give me a phone no. to check on shipping status. Not exactly rocket science ... why didn't they know this? From what I can see, people are poorly trained here, but the worst part is the attitude. Why would I want to shop where I'm treated like an inconvenience? I will be shopping elsewhere."
"Another good experience. Good packaging and on-time delivery. "
"I was approached by a girl with it seems with a attitude problem. Very short and rude when i asked a question on a weight loss product. I recommend you stay away from the geneva store. This place is not a friendly place to shop. I believe Ashley was the girl that helped me."
"Poor Customer Service. My ordered was shipped a week later and then tried to billed me for overnight shipping.
Don't trust them."
"Best customer service, real friendly service by manager Ryan, the second I walk in to the store he greeds me and every one else with a great smile????
Ryan/manager is very knolageble he knows the store real well where every product is and what is more important the content the ingredients of every product in the vitamin shop & what are they for.
The store is clean, organize, well illuminate. "