Complaints

This profile includes complaints for General Nutrition Centers, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  General Nutrition Centers, Inc.

  300 6th Ave Pittsburgh, PA 15222-2514

• 

  General Nutrition Centers, Inc.

  96 Highlands Mall Natrona Heights, PA 15065-1972

• 

  General Nutrition Centers, Inc.

  2765 Market St Warren, PA 16365-5215

• 

  General Nutrition Centers, Inc.

  1969 Greentree Rd Pittsburgh, PA 15220

• 

  General Nutrition Centers, Inc.

  1023 W View Park Dr Pittsburgh, PA 15229-1772

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with GNC on June 7, 2025, for four boxes of "Energy and Metabolism Vitapak&#***; Program (30 Servings)". My order number is ************. The order was partially shipped via ***** and partially via ****. While the ***** items arrived, the **** portion never did.I never received a tracking number for the **** package, and had no way to follow up until I was told after the fact that it was delivered. However, the package was not in or near my mailbox, and I did not receive any notice of delivery. I even visited the **** office in person to confirm, and they had no further information.I contacted GNC customer service multiple times. At one point, a refund was verbally promised, but later reversed. The company refuses to issue a refund or reshipment despite the fact that I never received the goods.I am requesting either a full refund. I have all communication records and **** delivery scans available upon request.

  Business Response

  Date: 06/15/2025

  Hello! 
  We validated the order information and the customer's report, and were able to generate a refund exception for the missing items from the customer's order. This refund was generated today, June 15, 2025, in the amount of $167.85 for the four missing units. This price is after discounts, which explains the difference from the $239.96 reported by the customer.
  This refund will be reflected in the customer's payment method within 1-5 business days.

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive had two gnc orders stolen and they are refusing to issue a refund or replacement despite there being police reports filed for these incidents. They have said that they have washed their hands of it because the carrier said it was delivered.

  Business Response

  Date: 06/02/2025

  We validate in detail the information about the two orders reported by the customer as lost or stolen. In them, because they were reported as delivered on different dates and since the delivery data correspond to the customer's address, we can not be responsible that these could have been stolen or similar from the apartment/residential mailbox. This is because the two packages do not show any exception or problem during the delivery of the same. 
  
  Attached to this message you will find a PDF with all the delivery information of the orders.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on May 14th. On May 16th, it was said to be delivered. The carrier site shows that it was delivered to a completely different door than mine. We live on a military installation so all of the houses look identical except for the doors which are a different color. My door is not the same as the one shown in the carrier's picture. When I talked to a customer service associate, they asked if I would like a refund or reshipment so I assumed like most legitimate companies would do, that they would send me a reshipment. But then I was told that GNC would look into matters and days later I received an email stating that they would not reship or refund me anything since it was supposedly delivered to the address on file. But by looking at the image, it clearly was not. I then speak to a customer service agent which had no care about the fact that I was out of a $100 shipment. I was told that I was denied my request and to contact the carrier service, which I have, and have not heard from. It should not be MY fault that GNC's carrier service misdelivered my package and I have seen through research that it should be up to the seller to provide a refund if a package goes missing, and not up to the buyer to beg and plead for their missing package or a refund. I have been through this once before with another company and they were very kind about the issue and immediately sent me a reshipment. The customer service with them was superb and I really felt like they cared about my feelings and heard me. I have never dealt with a company who so blatantly disregards a customer's feelings as this one and makes me never want to shop here ever again.

  Business Response

  Date: 05/24/2025

  Thank you for reaching out to GNC! We have reviewed the previous case and information provided in the complaint and offered the customer either a new shipment (2-3 business days) to be sent at no cost or a refund (1-5 business days) if she no longer want the items. Assisted through customer service. 

  Have nice day! 

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  GNC sent me an email asking if I would take a replacement or a refund. I responded to them that I would like a refund. They have not answered my email back to let me know that they have received my response, nor have I received a refund. I decided to give them some time to do so before I closed out this case but since they still have not sent me a refund like they claimed, I am still unhappy with this situation.

  
  Regards,
  
  ******* St. Cin

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the store on Monday May 16th and bought pre workout and asked the cashier if I could return them, to which he said yes I could return opened or unopened so I bought the pre workout knowing confidently I could return them if opened. I had an issue with the pre workout and decided to return them a week later and it was a new associate that I havent seen before his name was ****. I tried to return them and he said, okay what will you be exchanging them for today. I said I would actually just like to return the products. Then he proceeded to say we dont do returns on opened products I told him the former associate who sold them to me said we can and he started blaming he saying he was new. He then made an arrogant comment saying, I mean they are both opened what do you expect me to do, these products were only used once and had a lot of product left. I proceeded to leave the store and call a gnc on ******************** where I spoke to an associate named ***** who said **** was simply wrong and they do accept returns on opened products. I walked back in and they talked to each other then **** called I think it was a district manager and she instructed him it is store policy to allow opened returns. Then he followed the orders and tried to make the refund but then gave me an excuse its not showing up in our system and told me he cant proceed with the refund to which I called ***** and he easily found it in the system at the other gnc location. The next day I returned at a time where **** wouldnt be in the store and the associate ****** helped me easily out and entered the refund manually which I think **** knew how to do and simply didnt try because he wanted to single me out. At the end of the day, this store associate made me feel belittled and discriminated against. I just want future customers to have a safe and positive shopping experience. With associates like **** around he proves to shows signs of discrimination and disrespect for some reason.

  Business Response

  Date: 05/26/2025

  Hello!
  
  We truly appreciate the time the customer has taken to report this situation and provide us with all these details. It is extremely important for GNC to have a clear and complete overview of the experience being provided through our customer service channels. After all, ******************** exists for and by our customers.
  
  With the information the customer provided us through this channel and through a previous contact with our GNC channels, we will ensure we follow up with this store associate in order to correct this behavior and prevent similar situations, not only in this store but across all our customer service channels.
  
  We once again appreciate the time and information you provided.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Box was sent damaged and product leaked all over for the c4 and total war just want reshipment . **************** refused 2 c4 leaked ************

  Business Response

  Date: 05/16/2025

  Dear ****,
  
  Thank you for reaching out to us. 

  We sincerely apologize for the inconvenience you experienced with the condition of the items received in this order.

  We have already taken action to resolve this issue. As a resolution, we have processed a replacement shipment that includes the following items:

  - 2 REDCON1 Total War Preworkout Drink - Cali Splash - 12oz (12 Bottles)
  - 2 Cellucor C4 ****************** Drink - Hawaiian Punch Fruit Juicy Red - 16oz (12 Cans)

  Furthermore, we value your feedback provided regarding the packaging and shipping of this order.

  If you need anything else, please feel free to reach out to us. If you have any questions regarding the foregoing, please contact: GNC **************** at **************.
   
  Sincerely,
  The GNC **************** Department 

  Customer Answer

  Date: 05/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally raise a concern regarding four $50 GNC gift cards that I purchased a few years ago. Unfortunately, I never had the opportunity to use them until recently. When I attempted to redeem them on your website, I received an error message indicating that the card numbers are invalid.After researching this issue online, I discovered that GNC has transitioned from 15-digit to 16-digit gift cards and, in the process, appears to have deactivated the older 15-digit cards. This was done without proper notice or accommodation for customers holding valid, unredeemed cards.The gift cards in my possession are still within my records and were purchased legitimately. Below are the card numbers for your reference:800076000192901 *************** *************** *************** Given that each card carries a $50 value, I am requesting that GNC either (1) reissue new 16-digit gift cards for the equivalent value or (2) reactivate these cards so that I can use them online or in-store.I would appreciate your prompt attention to this matter and a clear resolution pathway. Please let me know how I may proceed to redeem the remaining balances on these cards.

  Business Response

  Date: 04/26/2025

  Dear *****,
  
  Thank you for reaching out to us. 
  

  We are glad we were able to resolve the issues presented with your GNC Gift Cards via GNC **************** Line, we will be logging your feedback in order to provide better resolutions to our customers.
   
  If you need anything else, please feel free to reach out to us. If you have any questions regarding the foregoing, please contact: GNC **************** at **************.
   
  Sincerely,
  The GNC **************** Department 

• Initial Complaint

  Date:04/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 10 containers of creatine, however upon delivery one 1 container was delivered. I contacted customer service multiple times, and their only response was that a package was delivered. I tried explaining to them that they are correct, a package was delivered. However, only 1 out of the 10 items in that package were delivered. Im seeking a refund for the 9 items that were not shipped.

  Business Response

  Date: 04/14/2025

  Hello team! According to our shipment details, the package weight includes all the items purchased (6.88 Total). Additionally, the box used for shipping measures ***** x 9.00 x ***** inches, which is suitable to fit all the items, as each product has a size of 2 x 4 x 6 inches.

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your response. While I understand your shipment details indicate the package weight and dimensions could accommodate all 10 items, the reality is that I only received 1 containernot the 10 I ordered and paid for. The stated weight appears to be a calculated estimate, not an actual measured weight at the time of shipping.  
  
  Under U.S. ************************ (***) regulations ([16 CFR 435](*********************************************************************)), sellers are legally obligated to ensure customers receive what they paid for. If the items are not received as expectedwhether due to shipping errors, carrier issues, or other reasonsthe buyer is entitled to a refund or replacement. This is required from the business directly, not the carrier or any other third party. 
  
  I respectfully reiterate my request for a refund of the 9 missing containers.
  
  If this isnt resolved promptly, Ill have no choice but to escalate this matter to the **** or my credit card issuer (for a chargeback). 
  
  Regards,
  
  **** ********

  Business Response

  Date: 04/17/2025

  Hello! 
  We validate all the order information and the data you provide us through our customer service channel. In it, we confirm that both the shipping store and the delivery service confirmed that all units were shipped in the same box, which reported dimensions and weight appropriate for the 10 units ordered. Because of this, we will not be able to generate any exceptions on the order. 
  Thank you for contacting GNC. Customer Service. 

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an order for 8 cases of energy drinks. I ordered 2 cased if the flavor '****** Pop. 1 case was cancelled due to being out of stock, the 2nd one was never shipped to me of the flavor '****** Pop. When I contacted customer service about it, they only wanted to give me a partial refund. I asked for a different flavor case to be sent in exchange instead of the refund and they refused. The promotion on these cases was buy one get one 50% off, and I have a 15% off coupon on top of that. So, for the first case it cost me ***** + tax = $26.49, the 2nd one was 1/2 off. GNC is only wanting to give me a partial refund for the first case of $20.14, as they have already refunded me for the 2nd case not received. I am not good with that. I need a refund for the full amount paid for the 1st case of $26.76 OR I will accept a different flavor sent to me in exchange. I have attached proof of the prices paid and that GNC has on their website that the case I didn't received was actually shipped to me when it was not. When I called customer service, the 2nd rep I spoke to lied to me and refused to put me on the phone with his manager to get this resolved.

  Business Response

  Date: 04/09/2025

  Hello!
  We validated the order information and the promotions applied to the order and the item that was canceled due to unavailability.
  Currently, when a customer applies one or more discount promotions, our system applies those discounts, dividing them among all the items. This way, even when one or more items are canceled, the customer still enjoys promotional prices on the order. In the case of the customer, he ordered a total of 8 units of ************ in different flavors. The canceled unit had a discount applied as follows:
  
  -************ ****** Pop price: $29.99
  -Sales Taxes: $1.28
  -Buy 1 Get 50% Promotion: -$7.80
  -15% Off: -$3.33
  -Final Price: $20.14
  
  Due to this, at the time the item was cancelled, the refund generated by the system corresponded only to the amount paid of $20.14.
  
  

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Employee lied about multiple business practices in order to prevent me from getting a refund and proper price of the product. I asked to price match a product and she said that price matching was only for GNC PRO members which I looked up and found nothing on their site that says that. I bought the product anyways but went back to return it and the same employee said that returns must be made only after 24 hours have passed since purchase. Also found nothing online supporting this- only that returns must be made within 30 days of purchase.

  Business Response

  Date: 04/07/2025

  Hello!
  Indeed this attitude and behavior of the store staff was totally inappropriate and went totally against our policies and processes within GNC.
  We tried to communicate with the customer, unfortunately it was not possible, we would like the customer to help us by providing us with some additional data of this purchase and the store where this situation occurred, such as the address of the store, name of the store associate if possible and the date when this incident occurred, this information will help us a lot to follow up with this store and take the respective measures. 

  Customer Answer

  Date: 04/08/2025

  
  Better Business Bureau:
   
  I did not get the name of the employee but it was the GNC in *********, **, ***** and it happened around last week.

  
  Regards,
  
  ***** D

  Business Response

  Date: 04/09/2025

  Thank you for your reply. 
  Again we apologize for all the inconveniences that occurred with the store, and with the store address we were able to find your purchase receipt and all the respective information in order to make the appropriate follow-up to avoid similar situations.
  
  Additionally, given the inconvenience we have added a total of 450 points to your GNC account as an apology for the bad experience, remember that every 150 points you can create a discount certificate.
  
  On the other hand, if you like, remember that you can make use of our Price Match or Return policy in any other GNC store and if you need it do not hesitate to call us from these stores to resolve any concerns that may arise. ************************************************************ - ***********************************************************
  
  Again we thank you for taking the time to report this inconvenience, after all we can only improve when we are aware of these situations.

  Customer Answer

  Date: 04/10/2025

  
  Better Business Bureau:
  
  Thank you for taking action and responding promptly.

  
  Regards,
  
  ***** D

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/01/24- I received an email titled Dont lose access to GNC health it also stated Renewing PRO Access membership unlocks all the healthcare benefits of GNC Health for FREE.This was my first renewal of my Pro Access membership, which I only purchased for this specific access to virtual health. On Feb ****** I attempted to find any link on the GNC site it means to initiate virtual care that sold me this membership and could not find it anywhere on the GNC home site or any where on any search engine that would indicate it had been discontinued. To this very day 3/11/25 you find no communication anywhere stating this service is not available. I sent an email on 2/4/25 to the customer service email address that has yet to be acknowledged to this day. On 3/4/25 I called customer service and was on the phone for 37 minutes trying to find out what happened and the representative finally after several times of putting me on hold said GNC reserves the right to change services and that it was discontinued 12/31/24. I told her I understand, however the consumer has the right to be informed of said change. This didnt happen to this day. I am requesting this be communicated out to the consumers like myself who was not feeling well and searched in vain for a link to the virtual care I thought I had. GNC owes its consumers transparency when it decides to discontinue services of that magnitude. The same way I received an email saying dont lose access to gnc health. A communication shouldve been sent out saying, you have lost access to GNC health. Please inform the general public who are pro access members in a transparent manner they dont have this service anymore.

  Business Response

  Date: 03/13/2025

  Hello! We have validated the information and can confirm that we sent communication to all our customers regarding the end of the ******************** Health benefit in the Membership subscription. However, we regret if some customers did not receive this information.
  Please note that while the GNC Health benefit has concluded, The membership still includes a wide range of valuable benefits that the customer has already been enjoying. If you have any questions or need further clarification, feel free to reach out to us.

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please provide the date, time and means of this communication so this can be validated with all the communications I have received from GNC and also the explanation as to why my email inquiry from 02/04/25 (attached) was never responded to to this day, the 13th day of March 2025. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 03/20/2025

  Hello team! The customer contacted us, and we agreed with him that we will send them a $39.99 GNC Gift Card to refund the purchase and keep the membership active until November 30, 2025, so he could continue enjoying the other benefits. The gift card was sent. The customer agreed with the resolution.

  Customer Answer

  Date: 03/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******