See my angry complaint to Vitacost.com below. Any logical explanation?
Live chat transcript with their customer service staff:Regarding Order #908230853, what is going on? It's been two weeks already. Why does tracking page say my package is in Germany? WTF? Why does the package need to be processed in Germany? That makes no sense. Why couldn't you process it in the US? Why the extra unnecessary step?
Also, how come iherb.com uses DHL too but their DHL only takes 2 or 3 days to ship internationally, but you take 2 or 3 weeks? WTF? Why can't you use the same DHL as they do? Yet their shipping cost is even CHEAPER than yours! Go figure!
2:45:32 AM : System: Whether an item arrived damaged or simply didn't live up to your expectations, you can easily request a FREE return or replacement with a few quick clicks - online, anytime at vitacost.com/service.
2:45:32 AM : System: John has joined this session!
2:45:32 AM : System: Connected with John. Your Reference Number for this chat is 1003198.
2:45:32 AM : John: Thank you for contacting Vitacost.com! How may I assist you today?
2:45:43 AM : Winston: hello you there?
2:45:45 AM : Winston: Regarding Order #908230853, what is going on? It's been two weeks already. Why does tracking page say my package is in Germany? WTF? Why does the package need to be processed in Germany? That makes no sense. Why couldn't you process it in the US? Why the extra unnecessary step?
Also, how come iherb.com uses DHL too but their DHL only takes 2 or 3 days to ship internationally, but you take 2 or 3 weeks? WTF? Why can't you use the same DHL as they do? Yet their shipping cost is even CHEAPER than yours! Go figure!
2:46:27 AM : John: Good Afternoon,
2:46:32 AM : John: I am very sorry to hear that. I will be happy to help you.
2:46:32 AM : John: One moment while I retrieve your information and review the account.
2:46:41 AM : Winston: ok
2:46:47 AM : Winston: my order number is above.
2:47:32 AM : John: All DHL orders are first processed to the main hub in Germany. Prior to your placing the order, the shipping timeframe does state orders can take 15-35 business days.
2:47:51 AM : John: Unfortunately, DHL Global does not provide us with tracking and the tracking number provided is only for reference and is not reliable.
2:48:01 AM : Winston: that's crazy. even the post office only takes a week. why process it in Germany?
2:48:12 AM : Winston: how come iHerb.com uses DHL but only takes 3 days to arrive?!
2:48:52 AM : John: We are not Iherb so we cannot speak on their behalf. We are just advising you how our shipping procedures work.
2:48:52 AM : Winston: why can't you use DHL express like iHerb.com does? Yet I pay under 10 dollars for it. Go figure.
2:48:57 AM : Winston: 2 weeks is way too long.
2:49:07 AM : Winston: and my package is still in Germany?! What the heck?!
2:49:42 AM : John: I understand. However, as I stated you were advised it can take 15-35 days for shipment. This information is provided right before you checkout.
2:49:57 AM : John: Packages are not considered lost until after 60 days of the shipping date.
2:50:12 AM : John: Although it's extremely rare for international orders to get lost, it can sometimes happen. Generally they are not lost but delayed in transit due to custom procedures.
2:51:43 AM : Winston: why does it need to go to germany first?
2:51:55 AM : Winston: why an extra unnecessary step and unnecessary delay?
2:52:25 AM : Winston: and how does iherb.com ship via DHL in 3 days and charges less?!
2:52:27 AM : John: All DHL orders are processed through the main hub before being shipped to the destination country. This is part of the procedure DHL Global uses.
2:53:02 AM : John: This is Vitacost.com and not Iherb so we cannot comment on their shipping policies.
2:53:12 AM : John: However, your package is in transit and should arrive soon.
2:53:17 AM : John: Is there anything else I can assist you with today?
2:54:42 AM : Winston: but it's still in germany. should have been here by now.
2:54:53 AM : Winston: why can't DHL global process in the US?
2:55:38 AM : John: Delivery times for your country average 15 to 30 business days.. This is the procedure DHL uses for their orders. We do not have any way around this.
2:56:11 AM : Winston: ok thanks for your help.
2:56:43 AM : John: You are welcome Winston.
2:56:53 AM : John: May I assist you with something else today sir?
2:57:05 AM : Winston: no that's all.
2:57:18 AM : John: We value you as a Vitacost.com customer, and we are always here to assist you! Have a wonderful day.
2:57:45 AM : Winston: do you offer DHL express too?
2:58:03 AM : John: We do not, no. My apologies.
2:58:17 AM : Winston: what forms of faster shipping do you offer?
2:58:28 AM : John: I am happy to forward your concerns to our international department for further review.
2:58:43 AM : Winston: ok thanks.
2:58:49 AM : John: I can advise you. Just a moment please.
2:58:53 AM : Winston: what forms of faster shipping do you offer?
2:59:18 AM : John: For the Philippines, correct?
2:59:28 AM : Winston: yes or asia.
3:01:08 AM : John: It does depend on the country. For the Philippines, we do offer DHL Global and Fed Ex International.
3:01:34 AM : John: For most countries in Asia, we offer DHL Global, SFExpiress and Fed Ex int.
3:01:37 AM : Winston: well fed ex would cost a lot more.
3:01:53 AM : Winston: why not offer DHL express like iHerb.com does? you should ask your superiors about that.
3:02:03 AM : John: Fed Ex does cost more than DHL yes.
3:02:13 AM : John: I can forward your concerns yes.
3:02:23 AM : Winston: ok thanks. have a nice day.
3:02:28 AM : John: We hope to have a different method sometime in the near future.
3:02:33 AM : John: You are welcome.
3:02:38 AM : John: Take care Winston.
3:03:16 AM : Winston: you too.