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.

  530 Smithfield St Pittsburgh, PA 15222-2215

• 

  General Nutrition Centers, Inc.

  380 Route 18 Monaca, PA 15061

• 

  General Nutrition Centers, Inc.

  2050 Greengate Center Cir Space #2 Greenburg, PA 15601

• 

  General Nutrition Centers, Inc.

  507 Towne Way Pittsburgh, PA 15227

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:07/31/2023

  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 placed an order for 2 CHO 100% WHEY gold, Order Number: ************, with a delivery date of Wednesday, July 26, using FedEx tracking number ************. However, I never received the package. Despite checking my home security cameras, I didn't see any FedEx driver coming to my house on that day while I was at work.
  I contacted customer service and opened a claim with Karen, providing claim number ********. Unfortunately, I received an email yesterday stating that I can't get a refund because the package was marked as delivered.
  I have video evidence from my home camera system to support my claim, and I have already bought the WHEY gold from a GNC store. I am requesting a refund since I never received my order.
  Thank you for your attention to this matter.

  Business Response

  Date: 07/31/2023

  Dear *******,
  Thank you for your patience, 
  We want to apologize for the inconvenience presented with the delivery of your order. We want to let you know that a refund has been completed on your order ************. You will see the refund reflected on your account in 1-5 business days, depending on your financial institution.  
  If you have any further questions, please do not hesitate to reply to this email.
  
  Live Well,
  GNC Customer Service
  Sofia

• Initial Complaint

  Date:07/26/2023

  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.

  Dear GNC Team,
  Hello, I hope to resolve the issues I am encountering with my GNC account and payments. It's strange that I am unable to make payments with my GNC account. My account is registered under [email protected]. I want to emphasize that I have not used anyone else's credit card information, and my credit card billing address matches my shipping address. Furthermore, in 2022, I only placed four orders, totaling just over $400.
  However, it seems that the website is not accepting my account, my home address, and my credit card information. Even when I had my husband create a new account, he was also unable to place an order. Last week, I contacted your customer service, but they were unable to determine why I cannot place orders. They suggested that I make orders over the phone or purchase items at a local store. I chose to buy from a store, but unfortunately, the store didn't have all the products I needed. The store staff offered to place some of the orders for me in-store and have them delivered to my home. But now there's an issue: I placed a total of six orders, and I have not received one of them, and another order is missing items.
  So, a few days later, I returned to the store in person and explained the situation to the staff. However, they were unable to locate my order number, and thus, unable to assist me further. Instead, they provided me with the following transaction numbers:
  ************************************ * ************************************ (attached documents)
  The items and prices for both of these orders are the same, so I believe there might have been some error. I have received the order number for one of them: ************. However, I have not received any payment confirmation or order details for the other one. Nevertheless, my bank account has already been charged, and it is not in pending status. Regarding the undelivered order, I hope to receive a receipt for that order via email and confirm if the items have been shipped.

  Business Response

  Date: 07/28/2023

  Dear *****,

  I appreciate that you reached out to GNC.
  
  We're sorry to hear that you've got missing things, can't order online, and haven't gotten an order. 
  
  We were able to confirm by looking at the orders submitted as GNC delivers that order ************ is planned to be delivered on Saturday, July 29, 2023 by 9:00 pm, based on the tracking number, **********************.
  
  On the other hand, could you kindly confirm for us that the items you indicated as well as the order number have not yet arrived?
  
  Regarding your inquiry as to why you are unable to make an online purchase, we have already escalated the matter to the appropriate department and confirmed that our system detects orders that violate the GNC Terms and Conditions and prevents subsequent purchases once the Terms have been violated.
  
  Here, at https://www.*****************************************, you can examine the terms.
  
  If you require any additional help, please do not be reluctant to respond to this email. 

• Initial Complaint

  Date:07/24/2023

  Type:Delivery 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.

  I placed an order for 32 Oz tart Cherry juice on 7/11/23. I still have not received it even though I was notified by GNC that it was out for delivery on 7/15/23. I emailed GNC who responded that I needed to allow an additional 2-5 days for USPS delivery. It has far surpassed that amount of time and I have not received my order yet so I emailed GNC back (twice) with no response back from GNC.

  Business Response

  Date: 07/28/2023

  Dear ******,

  Thank you for reaching out to us.
  
  We are sorry that you did not receive your order and you were not assisted. We will help you with this issue. 
  
  After further research, we found the most recent order ************, and the previous interaction in which you asked for assistance. We would like to confirm that as requested a refund was processed on 7/24/2023 with confirmation **********. Take into account that it could take 1-5 business days to be reflected on your account, depending on your financial institution's policy. Again, please accept our apologies for this inconvenience. 
  
  If you need anything else please feel free to reach out to us. If you have any questions regarding the foregoing, please contact: GNC Customer Service at ###-###-####.
   
  Sincerely,
  The GNC Customer Service Department 

  Customer Answer

  Date: 08/01/2023

  
  
  
  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. 

  I just wanted to inform you that since I filed my complaint on GNC with the BBB, GNC has contacted me and they will be refunding the full amount of $26.49 for the item that I never received from them.

  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:07/20/2023

  Type:Delivery 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.

  I placed an order on 06/28/2023 for the decadent whey chocolate brown whey protein and allmax creatine for a total cost of $215.23 for everything. I get a notification that it was delivered 06/30/2023 yet when I came to get the box from my front door it came up empty. I've reached out to customer service and they told me they could not provide me a refund which I find to be extremely unfair as I am now down $200 less for something I never received in the first place. GNC has not provided me a solution yet so I had to resort to this. My email is ************.com and GNC order # is ************. Help would be greatly appreciated, kindest regards.

  Business Response

  Date: 07/20/2023

  Dear ****,
  
  Thank you for contacting us.
   
  We are sorry to hear you received an order, but the box was completely empty.

  We would like to inform you that we have processed a refund for you. You will see the refund reflected on your account in 1–5 business days. In case you have to inquire with us again for your refund, please provide this number: **********.

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

  Customer Answer

  Date: 07/21/2023

  
  
  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:07/14/2023

  Type:Delivery 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.

  I placed an order on 6/13/2023 for five cases of energy drinks. On 7/8/2023 I received only two cases of energy drinks. I then emailed customer service to issue a complaint and state that I just wanted the three missing cases that I paid for. They wrote me back saying that on their end it appeared to ship and therefore I would be out $100 and they would not help me. I have video cameras on my house, I can see that nothing was stolen and the box that shipped out two cases was nowhere near large enough to fit three additional cases. This is a criminal and corrupt organization. I never received the product and they are keeping the money. NEVER ORDER from them. I wish I never had...

  Business Response

  Date: 07/14/2023

  Dear *****,

  Thank you for reaching out to us.
  
  We are sorry for this issue presented with your order ************.
  
  The purpose of this email is to inform you that we have reviewed your complaint regarding the order for which we received a notification from the Better Business Bureau.
  
  After carefully analyzing your case, we have processed a reship for the missing products to your address. You should expect to receive this order within 2 to 4 business days. Your new order number is ************
  
  Once again, we sincerely apologize for the inconvenience caused with your order.
  
  We appreciate your cooperation in resolving this matter. If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.
  
  Live Well,
   
  GNC Customer Service Department
  Valeria - Supervisor

  Customer Answer

  Date: 07/17/2023

  
  
  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:07/03/2023

  Type:Sales and Advertising 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.

  I recently received a marketing email from GNC providing a code for a 30% off coupon. I subsequently placed an online order and applied said coupon. After placing the order I received a confirmation email. The order number was ************.
  
  After several days I realized I never received shipping confirmation and was not charged for the order. When I tried to track the order online they told me the order could not be found. I reached out via an online chat tool and was told that someone would look into the issue and reach out via email within 48 hours. I have a record of the chat.
  
  A few days later with no updates I called regarding the order. I was then told the order was cancelled for an unknown reason and that they could not reinstate it. I believe they did not want to honor the coupon I was given or the price I received on the products in question. Note that this was over 10 days after the order was originally placed and I had never received notice of a cancelled order. I then sent another email and asked them to reinstate the order and expedite shipping or I would file a complaint to the BBB. I never received a response.
  
  I had shopped in person at their store previously but moved and no longer have a brick and mortar nearby. After the treatment I’ve received from their customer service department during an online order I will not be interested in doing business with this company and would like them to stop sending me advertisements particularly if they are unwilling to honor their promotions.

  Business Response

  Date: 07/05/2023

  Dear ****,
  
  Thank you for contacting us. 
   
  We apologize for all the inconvenience you had with your order ************. 

  As agreed on our interaction, we have replaced the order honoring the discounts you were going to receive on your previous order. We hope that you can receive your order as soon as possible. Remember that standard ground shipping can take up to 5 business days to arrive.

  Your new order number is ************. Once your order is fully processed, you will receive an email with all the information. 

  Also, we have added 300 points to your loyalty account as a compensation for this experience. 

  If you need anything else please feel free to reach out to us. If you have any questions regarding the foregoing, please contact: GNC Customer Service at ###-###-####.

   
  Sincerely,
  The GNC Customer Service Department 

  Customer Answer

  Date: 07/05/2023

  
  
  
  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:06/30/2023

  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.

  My complaint is regarding GNC's horrible customer service and that I paid to renew a $39.99 PRO membership that I can't use.
  
  I logged in to my GNC account on 6/15/23, and checked my PRO member dashboard. I was surprised to find my point balance was gone, reset to 0, and that the date of my membership was showing that day(6/15/23). I've been a pro member for a long time, but this year I paid for a service that doesn't work correctly. GNC blamed me for the problem.
  
  I contacted GNC's customer support chat on 6/15/23 to inquire about the incorrect date on my online account dashboard and the incorrect balance showing of 0 points. The chat agent, Daniel, informed me that my points expired and that I converted points into a certificate. I had not converted anything. My points were set to bank by the store I frequent, and this was still selected on the dashboard. I had not visited a GNC since the first week in May nor logged on the GNC website in quite a while. I didn't have many points remaining, but I still should have had 21 points per the e-mails I get from GNC.
  
  It took 30 minutes with Daniel for him to tell me they were updating the system and it would take longer for some customers' dashboards to show correct information. I left the chat and contacted customer support via online form to express my disappointment in the way Daniel handled my inquiry by placing blame on me for GNC's error.
  The second GNC support person named Christian responded to my e-mail that same afternoon. He stated in the e-mail that GNC was upgrading the member experience by updating tools and they had no date as to when this would be complete. He said GNC credited my account with 300 points for my inconvenience.
  
  As of 6/30/2023, I still have incorrect points showing and never got 300 for my inconvenience. My PRO membership date has not been corrected. I sent another e-mail to customer service 6/29/2023 and didn't get a response. I want my $39.99 back if GNC won't fix my account.

  Business Response

  Date: 07/05/2023

  Dear ***,
  Thank you for reaching out to GNC.
  
  We sincerely apologize for the inconvenience caused regarding your account.

  We made several attempts to establish contact through phone calls, but we did not receive any response.
  
  The purpose of this email is to address the matter you raised concerning your pro membership and your points, for which we received a notification from the Better Business Bureau.
  
  After processing a further investigation, we have discovered that you currently have two active accounts with GNC. This dual account situation resulted in your inability to view your points and pro membership status. To rectify this issue, we have made the necessary adjustments to ensure that your information is now updated and visible.
  
  In order to avoid any future complications, as you possess two email addresses associated with our system, we strongly recommend merging these accounts. By consolidating them into a single active account, you can prevent similar events from happening again.
  
  To facilitate this process, we kindly request your response to this email, confirming the email address that you wish to retain as your primary account and the one that you would prefer to deactivate.
  
  We appreciate your cooperation in resolving this matter. If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.
  
  Live Well,
   
  GNC Customer Service Department

• Initial Complaint

  Date:06/30/2023

  Type:Delivery 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 June 23rd and on June 30th I placed an order for Ghost Energy cotton candy drinks on the GNC website. Both times the order was canceled despite the website saying that the item was in stock and ready to ship. I also have been to my local GNC several times on days when o was told they got their shipments in. Everytime I was told they didn’t have them in stock again after the website said it was in stock for store pickup. Many people I train with at the local gym have been to the store in Orange Ct and were told they never get any stock. However, an employee we know who works there that wants to remain nameless says they get cases in every Friday and employees hold them for people and are taking cash handouts for the case from $25 and up just to hold the case for them so they can buy it. This should not be allowed and if GNC doesn’t have stock it should be taken off the website or say not available. Consumers should not have to deal with this nonsense and especially with back dooring a product for a price.

  Business Response

  Date: 07/03/2023

  Dear *****,
  
  Thank you for contacting us. 
   
  We are sorry to hear your orders are being canceled since the item is out of stock. 
  
  We tried to reach you but were not able to get a response. We would like to inform you that we sent an email to the district manager of the store, so he can have knowledge about this information you provide us. Also,  due to the inconvenience, we processed a $10 e-gift card you can use in your next purchase. You will receive an email with this information. 

  Regarding the stock of the item you try to purchase, we would like to inform you that we do have a dynamic inventory, which is why our website may not reflect the actual stock at a given time from our distribution centers. We are sorry for the inconvenience, and we are currently working on updating our website to remove unavailable items. Since an online order can take 24 to 48 hours to be processed, an item may be out of stock after an order is placed. The system will then cancel the order to release the authorization pending hold.

  If you need anything else, please feel free to reach out to us. If you have any questions regarding the foregoing, please contact: GNC Customer Service at ###-###-####.

  Sincerely,
  The GNC Customer Service Department 

  Customer Answer

  Date: 07/05/2023

  
  
  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:06/25/2023

  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 purchased an order for protein cookies on 6/22 and I received a message that my order could not be delivered on the scheduled day. The message said business closed. I have a residence not a business. Since the delivery is not able to be delivered I want a refund. The customer service rep was rude and would not process my refund of 39.99

  Business Response

  Date: 06/27/2023

  Dear ***,
   
  Thank you for taking the time to contact GNC. We hope this email finds you well.
   
  Receive our most sincere apologies for all the situation you went through regarding your order ************. This is not the experience that we want to provide you as our valued customer.
  
  As confirmed during our interaction, we were able to confirm that, according to the tracking number ********************, your order was successfully delivered on June 26, 2023, at 10:19 AM. 
  
  Also, as an apology for this experience, 410 points were added to your account, and due to this, you unlocked the next reward level and now you have 450 active points in your account, which means $15 in rewards to take advantage of on your future purchases.
  
  To apply your rewards, you have to follow the next steps:
  
  1. Go to checkout.
  
  2. Scroll down until the last part before placing the payment method and go to the section with the headline "Use Your Rewards".
  
  3. Once you are there, turn your points into rewards, and then click on the option that says "APPLY" for your rewards to be added to your order.
   
  It is always a pleasure to assist you. Please feel free to get in contact with us if you have any other questions or concerns.
  
  Ways to contact GNC customer service:
  
  1. Email: ***********************.com.
  2. Phone:###-###-####.
  3. Chat.
  
  Case Number: ********.
  
  Live Well,
  
  GNC Customer Service Manager 
  Joice

• Initial Complaint

  Date:06/24/2023

  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.

  We ordered $244.54 worth of vitamins and supplements from GNC (GNC order # ************, FedEx tracking # ********************), and they shipped them to us via FedEx. The shipment was never delivered, and yet GNC insists that, based on FedEx records, the shipment was delivered to the correct address. Our son was on his front porch at **** ****** ***** *** ******** ** ***** at the time FedEx says that the package was delivered, and can confirm that it was NOT delivered. We have told GNC to send us the picture that the FedEx delivery person would have taken to prove correct delivery, but they refuse to do so. FedEx will not talk to us regarding this matter since it was shipped by GNC. Only FedEx and GNC would have access to the only photo that could clear this up, and yet GNC refuses to release this photo. In the absence of a FedEx photo showing our package was delivered to **** ****** ***** *** ******** ** *****, we expect that GNC will return our $244.54, since the package was never delivered to the correct address.

  Business Response

  Date: 06/26/2023

  Dear ******,
  
  Thank you for contacting us. 
   
  After investigation, we have been able to establish that there were some irregularities in your order reported in the tracking information. We have therefore decided to process a refund for the full value of the order, by which time you should have received a confirmation to your email address.
  
  We hope this resolution is to your satisfaction.
   
  If you need anything else please feel free to reach out to us. If you have any questions regarding the foregoing, please contact: GNC Customer Service at ###-###-####.
   
  Sincerely,
  The GNC Customer Service Department