Analysis of 526 iHerb reviews reveals the need to be more transparent with their customers

iHerb is an online store that sells natural products and supplements. They claim to offer the best overall value. Could it be that they need to inform their customers about additional costs?

Why do we say this?

The topic “costs” occurred in 7% of the reviews and has an average grade of 1,41 / 5. This indicates that it’s mentioned in a negative way. Some customers claim that they haven’t been informed about all the extra fees, such as importation costs, that will be added when purchasing from iHerb. 

The topic “wrong” has an average grade of 1,29 / 5 and occurred in 8% of the reviews. It was mentioned that some customers either received the wrong product or the order was sent to an address that was incorrect. Some also complain that customer service sometimes didn’t own up to their mistake, and left the customer struggling to get a refund. 

This leads us to the topic “contact” that occurred in 17% of the reviews and has an average grade of 1,24 / 5. Some customers experienced that customer service wasn’t willing to help them solve issues regarding wrong items being shipped or refunds. 

It could be beneficial if iHerb created a more structured customer service, where every department has insight into the customer requests. This way they could see what issues have not been solved and what’s in the process of being solved. They could also try to improve the general attitude when it comes to customer support. When it comes to additional customs fees, they may need to clearly inform their customers.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

Book a demo to find out more!