Remember last week’s maple syrup fun?! I called and had a nice, long chat with a Vitacost manager earlier this week to try and clear up all the confusion. He listened to everything I had to say, and answered all of my many questions. Yes, it was a long conversation. I appreciated that he didn’t get off the phone with me until all of my questions were answered. He explained to me what happened, which is exactly what I had imagined had happened – with so many of us clicking over and purchasing an item that was priced incorrectly, a system error occurred, causing a big mess of a mess. That’s not exactly how he said it because he was more professional about it, but you get the picture.
He then explained our situation to Customer Service, who then sent us the following apology. Not that she was trying to be clever with her wording, but I kind of thought it was fun that Catherine called this a “sticky situation” since we are talking about maple syrup. Yep, that would describe it all right! :)
Hi there everyone! My name is Catherine and I am the Social Media Customer Service Rep with Vitacost.com. We wanted to take a second to again sincerely apologize for this sticky situation. The item was priced incorrectly and as a result, the system canceled it with an incorrect reason of “discontinued.” We’re working on an email now to let everyone who ordered know what’s going on and why this happened. I hope that you can forgive us for this honest mistake and continue allow us to take the cost out of healthy living for you! If you need specific customer service assistance about this situation or about anything in the future, please email me directly at [email protected] as I would be glad to help.
Thanks for choosing Vitacost.com,
Catherine C
Social Media CSR
Vitacost.com
1-800-793-2601
I appreciate that Vitacost did what I was hoping they would do, which is to own up to the mistake and to apologize. And yes, after visiting with them, I do strongly feel that the mistake was an honest one. In all my dealings with VitaCost, I have found them to always be willing to work with me as a customer to make sure I am satisfied with my order. I will continue to be a VitaCost customer.
If you are still having any issues with your order, please don’t hesitate to give them a call or shoot them an email.
Thank you all for your patience. I appreciate you!



















