iHerb.com order returned / lost ?

McCloud94

Hi,

after doing some research, I found this old post and thought I'll give it a try and open another one. I am sure the tips and knowledge will not be applicable only to this specific issue, but for any future orders from online shops.

I am sure some people here will be familiar with the US online shop iHerb.
I've made several orders from the already and most of them went without problems. However, my last two did not arrive at all.
For the one, I was able to claim a refund.

For the current order (which I made now almost 3 months ago) I am struggling to get any decent communication with them.

The problem is that the order was shipped by FedEx 'premium' tracked delivery to Germany (where I am living currently) - to a central warehouse, from where DHL (German delivery service) was going to deliver it directly to me.
However even after a long time, I did not receive the package so I inquired at iHerb, afterwards at FedEx and lastly at DHL - they only told me that the order was 'unable to deliver' and is now on the way back to the sender.
Of course I did not receive any notice or information at all from the DHL guy.

2 months later, iHerb does not have the order back and it's very hard for me to get any sensible information from either DHL, FedEx or iHerb. I feel that this is not even my competence - I paid for my order and they should be responsible for a successful delivery - or not ?

As it was quite a large amount of money, I am determined to claim it back somehow.. Their facebook fanpage is really popular and they seem to respond as well. A great amount of people have problems with their delivery. Rather than communicating with an outsourced guy through email, perhaps bringing the issue out more publicly will help.

However I want to know first, exactly what rights I do have in this situation and possible means by which I can claim the refund.

I really appreciate all the help from you guys.

I can provide full e-mail conversation with iHerb if that helps

wealdroam

McCloud94 wrote: »

Hi,

after doing some research, I found this old post and thought I'll give it a try and open another one. I am sure the tips and knowledge will not be applicable only to this specific issue, but for any future orders from online shops.

I am sure some people here will be familiar with the US online shop iHerb.
I've made several orders from the already and most of them went without problems. However, my last two did not arrive at all.
For the one, I was able to claim a refund.

For the current order (which I made now almost 3 months ago) I am struggling to get any decent communication with them.

The problem is that the order was shipped by FedEx 'premium' tracked delivery to Germany (where I am living currently) - to a central warehouse, from where DHL (German delivery service) was going to deliver it directly to me.
However even after a long time, I did not receive the package so I inquired at iHerb, afterwards at FedEx and lastly at DHL - they only told me that the order was 'unable to deliver' and is now on the way back to the sender.
Of course I did not receive any notice or information at all from the DHL guy.

2 months later, iHerb does not have the order back and it's very hard for me to get any sensible information from either DHL, FedEx or iHerb. I feel that this is not even my competence - I paid for my order and they should be responsible for a successful delivery - or not ?

As it was quite a large amount of money, I am determined to claim it back somehow.. Their facebook fanpage is really popular and they seem to respond as well. A great amount of people have problems with their delivery. Rather than communicating with an outsourced guy through email, perhaps bringing the issue out more publicly will help.

However I want to know first, exactly what rights I do have in this situation and possible means by which I can claim the refund.

I really appreciate all the help from you guys.

I can provide full e-mail conversation with iHerb if that helps

You ask about your rights.

Any rights you have with/against the seller will be those available under US legislation and possibly, although very unlikely, under German law.

Maybe under either German or US law one of the carriers could be chased, but in the UK that would not be an realistic option.

You could try contacting The Better Business Bureau.

McCloud94

thanks. I tried to file a complaint, found iHerb as an institution, but the site did not load successfully after that. Not sure why.