Thorne Reviews 

I have been with thorne for at least 8 years now, their vitamins are the only ones I trust. I can tell that support is overwhelmed but I still get my questions answered which is what I prefer. I know good reviews aren’t very common but I just wanted to let you all know you’re doing a fantastic job. Thank you for providing a product I can trust.

The customer service his horrible. The Collagen was making me ill, and I have reached out to them at least 4 times to process a return. Crickets....no answer whatsoever.

I am going to include the letter that I wrote the support staff of this company and the CEO. I wrote this letter to them because I have been a customer since 2010, and the fact that they blow me off like I’m a bad habit or something tells me a lot about this company, and the people employed by it.
Thorne,
I am contacting you regarding the above order, and other issues that we have started to experience with your company. I buy your vitamins, products as well as my husband, and have either, by your website, a local pharmacy that carries them or amazon since 2010. That is a long time, and although I realize the company has been sold off and is not really a family owned business any more, I expect certain things to be paramount when buying a product from any company, and that is, customer service. However, unfortunately, it seems that, by what we are experiencing, and others that trusted your company, this area is lacking. It even goes on to affect logistics of your company and other areas. My husband ordered vitamins on my behalf to have shipped via Fedex, a 2 day shipping period, he placed the order June 18, the vitamins were not received until, June 23rd. He sent an email because he paid for 2 day shipping, however, Thorne research did not use a name in the response email. Thorne gave him his money back for not getting two day shipment, however, the person responding to this email was rude and basically blamed it on when he placed the shipment. Here’s the problem with this, customers should never be treated rudely, they are your bread and butter and since II’ve been buying vitamins from you since 2011, 2010, does not give you the right to treat anybody with distain. When a customer orders a two day shipment, they in fact should get it in two days. No questions asked that’s what they’re paying for. They are not paying for your employees to harass them because they didn’t place it within certain time zones, or time periods for when you ship items. I’ve seen shipments come from South Carolina and California, unless you were gonna specifically say where the vitamins are coming, you have no right to question what we put before you. If you can’t guarantee shipment then maybe you should change your logistic system around. Not to mention what happened this last time when an order was placed on 7/2/25. Once again, this order was placed by my husband, and you claim to have shipped the order on the Fourth of July, which is virtually impossible because as I’m going to include in this email, it did not get shipped on the Fourth of July, the mail doesn’t move on the Fourth of July. It’s a holiday. You created a label, that is not the same thing as shipping the package. The package was not picked up until the 6th of July. It is now the 13th of July, and we still do not have the order for 6618985. It was supposed to be delivered on the 12th. It was not delivered. It is sitting in Colorado. My point is people are paying for these vitamins to get to a certain point, and when they don’t reach them by that time, they should not have to pay for the issues because your company did not ship them adequately. We’ve tried two separate modes of transportation to get the vitamins here quicker, and both methods failed. That reflects badly on your company. Now I’ve been out of vitamins for over a week. And quite frankly at this point with all the comments that I’ve read and the experiences that I’m starting to have to deal with I’m not sure that your company is going to be the company that I buy from again. I’m sure all those reviews on trust pilot can’t be wrong. Because now a long-standing customer of yours is experiencing these very same things and nothing has done about it. A good company would reflect and say where can we fix this issue? A good company would not attack the customer. I am deeply disappointed in your company and your review will reflect that. And I am not opposed to sending an email to your CEO as he should know what’s going on. This email was sent to support and the CEO. No response. This is how you lose customers.

I wish I had read these reviews before I placed an order. Truly, their customer service is the worst. I have not received my order, and no response from a human, other than a "general" one automatically generated. But once burned is enough for me. I will certainly not place any more orders with this company. I plan to dispute the charge on my credit card when it comes.
Update on the above review...Today, the day after the review posted, I received the vitamins I ordered and am thankful for that. I received a text that the vitamins had been delivered. Ok. Great! However, this still does not excuse the poor customer service of no response to my multiple order inquiries. If only they had sent a text or email with a tracking number I would have been happy and not felt the need to bug them about my order. Since I received the items I ordered I will change this review to 3 stars and wait to see how much the supplements help. But honestly, they need to revamp the whole customer service department, if there even is such a department!!

They have the absolute worst customer service and worst communication. I still don’t have my order and no one can tell me where it is and they don’t respond to email

If I could give zero Stars I would. I purchased the weight management lab test kit, completed it accurately, sent it in, and got a confirmation email on March 4th stating it's in the queue to be processed shortly. Their product page for this kit states it takes 8 to 10 business days for results. My results are still pending and today is the 12th business day. I sent customer service an email yesterday on the 19th (day 11) and I never even got an automated "hey we got your email be in touch". I followed up today via chat, it finally connected me to an agent who never greeted me I had to ask if they were there twice, they finally responded and I said I was still waiting for my results after the anticipated deadline passed. All of a sudden the conversation ended and an automated pop-up put me through the queue again to select my issue. When I went through the prompts again it advised me they were closed for chat now, and to call or email. So since no one's responding to me in email or chat I decided to call just now (800-228-1966). The message on the phone tells me the office is closed and to call during business hours 9:00 a.m. through 7:00 p.m. Eastern time. It's currently 3:00 p.m. Eastern!!!! This is my first and final experience with this company. I hope to get my results or a response soon but if it continues this way, I'm going to figure out what steps I can take against them to get my money back. I don't care if the results are taking longer than they normally do, that's fine, just communicate that or respond and have someone available to field these questions like any normal customer service dept would.
For those of you who still will decide to use a company regardless of the customer service reviews (like me sometimes) heed this warning. I've never experienced such terrible customer service and really should have paid attention to the several poor reviews before moving forward.

UPDATE: 425p est. I got an email at 418p "We have reached out to the lab. Please allow up to 3 business days for a response." - yay for a response, but nay for consistency: another delay and I thought the office was closed..?
UPDATE: 611p est. Got a text and email that my results were ready.
Hate that this is what it took (if this take played a role) to expedite my case and results.
Bumped my review up to 2 stars because I got my results.

I placed an order for Adrenal Cortex last week. I needed tracking since I’m leaving for a month (I WFH) and didn’t want to not take my supps with me. I emailed Thorne asking for tracking, since I never received anything from them. In the meantime, my Informed Delivered IDd a tracking # from “THORNE RESEARCH”. Imagine USPS actually doing their job and inadvertently answering your question, when a company you spend your hard-earned money with, refuses to provide a track # for your own paid merch? That’s exactly what Thorne did, by telling me that since I checked out as a “guest” (lord knows I do NOT need more UN/PWs) I would not be provided tracking. No other company has ever used that lame excuse. Failure number one.

Today I see my supps from Thorne are out for delivery. When I open my package, the bottle says “Hormone Advantage”. I sincerely hoped it was simply a rebrand/rename of the same product, but after comparing both, it’s obvious Thorne completely screwed up my order and gave me the wrong product altogether. Even the sloppily-printed invoice has another customer’s name and address. Failure number two.

I emailed Thorne yet again, told them I now need the correct product shipped to a different address since I’m leaving town tomorrow. I also explained how disappointed I am with my first (and last ever) purchase, given that a rude representative actually denied me tracking. Then, I finally receive an entirely incorrect product. This rep also couldn’t give two hoots about these problems with their customer “service”, either. They “apologized” for the “confusion”… when there is absolutely zero confusion on MY end; I know exactly what I ordered. And I know for certain that all companies provide tracking information for packages, as it’s in both parties’ best interest to do so.

I’m not holding my breath that I’ll get my merchandise at my parents’ next week. I’ll just do a charge back instead, if/when I see anything is wrong.

It’s now nearly impossible to find a company that hires accountable employees, who also take pride in their work, whatever the industry happens to be. Thorne most definitely earned an F. I will never shop here again, and recommend everyone also vehemently avoid this joke of a company.

Thorne's products are solid, but their service and communication are third-world level—absolutely unacceptable.

First, the "Session" with a specialist is a scam. They charge you and promise to credit it toward your next purchase, but the advice you get is nothing more than what's already written in the product descriptions. Worse, the promised credit isn’t valid for subscriptions. Total waste of time and money.

Then came the subscription nightmare. When a payment failed, I got one generic auto-email. After fixing it and paying for my order, I was charged again just two days later for the same product—without warning—and it was automatically shipped.

Their customer service? Nonexistent. I’ve been waiting four days for a response. Their website is a mess—no way to cancel a subscription, no way to remove your credit card if it's tied to a subscription, and their help page is flat-out wrong. It claims there’s a "cancel subscription" button. There isn’t. You're stuck unless they decide to reply.

So now I'm double-charged, stuck with duplicate orders, and locked into a subscription I can't cancel. All because their systems are broken and their service is missing in action.

I can’t wait to cancel, delete my account, and be done with Thorne for good. I tell everyone I know to steer clear, and I recommend the same to you.

worst customer services, because their lack of transparency and inability to solve my order that was already charged to my bank, I lost almost 1500 USD FSA money. Never order from them again! I tried to contact them many times and barely any response and my order was eventually cancelled with me losing 1500 of FSA money.

Never received my order, never heard back when I reached out to customer service. Had to claim a chargeback with my credit card company to get my money back. Scam!

Thorne congratulated me on reaching Black Status and offered me a free Test as a result. However, when I placed it in my cart as instructed, it was not discounted to zero as promised. Multiple emails, attempted chats, and an actual phone call did not resolve the issue, even though the person I spoke to tried to place the order on their end. While their products are very good, I refuse to do business with a company that has such poor customer service and follow through. I will cancel all of my subscriptions and take my business elsewhere.

Evidently, my phone call worked. The customer service representative did indeed place the order from her end and had it shipped to me. I was unaware as the order did not show on my account. While it was more of a challenge to deal with Thorne customer service through email and chat (no useful response) I will continue to order from Thorne, as they still are the best supplements out there.

I ordered Sacro B based on Thorne’s claim that the product is kosher-certified. However, upon receiving it, I noticed there was no certification on the bottle. I contacted customer service and emailed them their own webpage stating it was kosher-certified but received no response. When I called two days later, a representative named Christine confirmed it is not kosher and said they would remove the claim. She was also rude and abruptly ended the call. Thorne misleads customers and provides poor service—I would not recommend them at all!

We trusted the paid testimonial of Andrew Huberman that Thorne was great. We contacted them to ask for third-party lab analysis and scientific studies proving their high prices were worth it. They refused, in a rude way. They are scammers, just like most of the supplements industry. Either provide objective PROOF of your product ingredients and efficacy, or STFU.

Customer service is non existent; have been trying to get help from them regarding an order for over 2 weeks with no response. Don’t reply on social media nor respond to emails… for this reason, I do not recommend them. Also paid for express overnight shipping and it arrived multiple days late, so if you order, I wouldn’t reccomend paying for faster shipping.

Absolutely bullish, they don’t answer newer to question! I wait 5 weeks for my order! And nobody answered to my mail, don’t buy anything from this company

I have had several disappointing experiences with the customer service staff. Today the rep was very unhelpful and in my opinion a bit condescending, about a referral question I had, as a person I referred didn't get the $25 discount. She couldn't answer my question and told me to call back when the computer system was back up. As I was talking to her, she said I'm sorry and hung up on me. It is interesting that corporate doesn't seem to care about customer service. It makes me wonder if their product reputation is deserved.

If i could give zero stars, I would.

I’m an office manager who called the main helpline (800) 228-1966 to ask whether the printed date under a product was the manufacturing or the expiration deadline.

After a second phone call I was able to speak to a woman. However, after looking up our physician account and seeing that we purchased the Thorne product (Choleast) from a third party seller, she hung up on me. Before she hung up I had asked her for her name and she said call the third party seller with no additional help.

I was confused as to why a representative of the brand directly could not answer a basic question regarding how to interpret the format of the bottle date.

I will no longer be purchasing directly from Thorne’s website as the customer service is clearly poor and Emerson’s rep was perfectly helpful.

Taking a star off because they selectively post customer reviews on their website--even when positive, my reviews have never shown up! No idea what their criteria for posting customer reviews is.

I still trust the company's commitment to well-formulated, high-quality, clean, bioavailable ingredients. Some of their products smell and/or taste terrible, but I usually feel a benefit from using the ones I get frequently (over other OTC supplements from a grocery store or Walgreens) and improvements can be seen in my bloodwork; expensive, but usually worth it. Most problems I've had with certain products are due to an apparent intolerance to stevia or physical malabsorption issues/inflammation...SynaQuell was a different story though--I've never smelled/tasted anything so vile in my life! It was impossible to take and keep down.

FedEx never delivered a $200 order, but Thorne was willing to send a replacement and require a signature for delivery this time (option hasn't yet been made available for customers to opt into at checkout). Glad Thorne has integrity as a company, unlike FedEx. Just received my replacement today, however they didn't give me an ETA or tracking number to time it to be home (just lucky I was home) and they still sent it via FedEx although I specifically asked them not to (again, lucky I got it this time).

I purchased a biological age test and followed instructions to get labs at Quest. Weeks later, Thorne had STILL not received results so I got the results from Quest and offered it to Thorne. But they wouldn't take them and instead denied that I had already purchased and printed form (how else would I have gotten these labs??). They wanted me to get NEW labs. Also, when I spoke to 'supervisor', the woman was very rude and cut me off and talked over me multiple times and then seemed to deny and/or not hear what I was explaining.

I called customer service and the woman on the phone was completely rude, talked over me, wouldn’t tell me her name, then hung the phone up on me.

I’ve never had such an unprofessional experience with a company before and I’ll be reviewing this online and letting people know how you conduct business.