I have been placing large monthly orders with Vitacost for 2 years. Out of the 25-30 orders I've placed, I've had problems (damaged or missing items) with 4-5 orders. That's a pretty poor track record overall; however, I have found Vitacost Customer Service to be professional and responsive when handling problems. In all cases, the missing or damaged items were promptly shipped out. When there's a problem, it's definitely better to call rather than email (responses can take 1-2 or more days). I continue to order from Vitacost because (after years of ordering supplements on line) I've found their prices and selection to be truly excellent, the shipping cost very reasonable, the Customer Service reliable, and the ability to use coupon codes or receive Cash Back a huge bonus! No, I haven't been offered freebies or big 'consolation' discounts when there's a problem, but I'm generally satisfied to have the problem fixed. In the final analysis, ordering from Vitacost is well worth it for me.

coupon code: PC91WB
5% Off. Offer expires November 17, 2009.

Just called them re: an order placed 5 days ago, yet still hasn't shipped. Had a hard time getting through due to a busy line, but when I did Customer Service was very apologetic - apparently they are going through a system upgrade, which has resulted in multiple delays. It's also likely the reason your order didn't go through. Just an FYI.