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:03/08/2023

  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.

  I have been purchasing the GNC Lean Green Vegan protein shakes since 2021 . I was purchasing in store at the Riverside, CA GNC corporate store at the Tyler Mall, but then I joined their "Make It a Routine and Save" subscription and shakes were being shipped. At some point it was becoming cheaper to purchase in store with promos so I stopped my subscription. Then the store stopped receiving the vegan shakes so I went back to ordering online. On my 8/24/22 shipment I received expired shakes. I contact GNC Customer Service and they issued me points as a refund. They reshipped material and those were expired so they issued me more points. This happened again with my Oct'22 shipment and they issued me points. Jan'23 I ordered again and they were expired. They then issued me a refund. This happened 2 more times and I received credits. With my most recent shipment I received 3/4 & 3/7, they were expired again. I contacted again and now they have launched an investigation because they think I am lying and requesting fraudulent credits. They say my pics are all the same. It is my time and money that is being thrown around, it is very much of an inconvenience. I've attached pictures of the expired shakes, when I've emailed them to work so I can send to GNC, 2 chats (1 just yesterday stating I would receive a full refund), the other from this morning where I spoke to a mgr, screenshots from their website showing when they issued credits, and screenshots of when I purchased and they credited my bank account/credit card. They will not give me my last refund until the investigation is complete. I am furious that I have been inconvenienced and of accusations against me. This company has no training for their stores to be continually shipping expired product to customers. Please let me know if you have any questions on anything I have sent.

  Business Response

  Date: 03/09/2023

  Dear ******,
  
  Thank you for contacting us. 
   
  This email is for us to inform you that regarding all of the orders that you received expired we were able to take actions and we would like to provide you with the information of refunds being processed for this inconvenience.
  
  The next orders are the ones that have been issued with a refund:
  ************ 
  ************ 
  ************ 
  ************ 
  ************
  
  We sincerely apologize for this matter, because of this issue we also wanted to inform you that a $25 Gift card was sent to your email address as an apology for the bad 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: 03/10/2023

  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.
  

  The apology I am looking for is not a generated one for the experience with a gift card as saying sorry. The amount of times I received expired shakes was unacceptable. The manager I chatted with accused me of sending the same pictures every time stating I was committing fraud to get refunds.

  I want an apology for being accused of fraud. I also want to know what the company is doing to eradicate the situation with only expired shakes being stocked and shipped. 

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

  Business Response

  Date: 03/10/2023

  We have sent an email trying to acomplish with what the Cx requested. An apology, an update on the Giftcard and more information about what is GNC doing to avoid this in the future.

  Heres is a copy of the body of the email sent.

  ...::: Email :::...

  We apologize for all this situation that has arisen with your orders and for the situations that, you tell us, were generated as a result of this.
  
  Mainly, we want to offer you our sincere apology for having sent you products that did not comply with our dispatch policy regarding expiration dates, we understand that this business relationship is based on trust, and on this occasion, we have made a mistake.
  
  Regarding the gift card is attention that we have had with you for all these inconveniences that were generated, we will not deactivate it, this has no expiration date, and also you can give it to someone else, it is yours.
  
  Finally, we want to let you know that we are working hard to prevent these situations from happening again, so our specialized team is already working hand in hand.
  
  Again, we apologize for all this, and we remain attentive to any other questions you may have.
  
  Sincerely, 
  
  

  GNC Customers Service

  Customer Answer

  Date: 03/13/2023

  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.
  
  
  
  As of this morning, 3/13/23, I have not received my final credit of $26.48 from Order# ************.

   

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

  Business Response

  Date: 03/15/2023

  Dear ******,
  
  Thank you for contacting us. 
   
  We are sorry to hear that you received a damaged order. 
  
  We want to let you know that a refund has been completed for the second part of your order for the amount of $26.48, you will see the refund reflected on your account in 1-5 business days depeding on your finantial institution.

  
  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: 03/20/2023

  
  
  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:03/08/2023

  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.

  Ordered overnight shipping 3/7 to get 3/8 something I needed. Nowhere did it say pop up or in bold that if I ordered after 1pm that would not get overnight. Did at 5 and still not shipped and we have tracking but no updates. Very mad and upset. Feel scammed out of our money for shipping and it didn't say anything at checkout about the next day issues not getting if placed after 1pm. I want a refund of the entire amount. Had I known id have went and picked it up. Not happy. I want my 49$ refunded

  Business Response

  Date: 03/10/2023

  Dear *****,
  

  Thank you for contacting us. 

  
  We are sorry to read that you want a refund for the shipping cost of your order. 

  
  Please be aware that 1day shipping means how long it takes for your order to be shipped out from our distribution center and handed over to the carrier. Once your order ships you will receive an email with tracking information. Keep in mind that the time frame for the package to be delivered is 1 up to 2 business days.
  Due to this, we confirm that your order was placed on Mar 7, 2023, at 6:01:07 PM, according to our policies "If you choose to upgrade your shipping method, your order must be received and clear credit authorization by 4:00 p.m. EST or your order may not be processed until the following business day. Business days are Monday-Friday, excluding observed holidays within the United States.", according to the system the order is been already delivered during the time frame estimated for our policies. 

  
  If you don't need the items anymore, you always can take advantage of our return policies. 

  
  In order to better serve our customers, a Cash Refund and Exchange Refund policy has been established. Customers can return their purchase with a valid sales receipt, GNC.com digital packing slip, or verification of purchase date, tender, and amount paid via a loyalty customer’s Transaction History within 30 days from the date or purchase. 
  

  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 ###-###-####.

• Initial Complaint

  Date:02/20/2023

  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.

  Company mistakenly sent me a duplicate order and charged me twice. I called and they told me I couldn’t return to my local store because it was a franchise. They told me I could ship the product back and they would credit me 10 dollars for shipping. When I went to the post office they had not credited me for shipping and shipping was $17.90 which I had to pay for. I returned the box on 2/9 and shipping said it was delivered on 2/11. They have still not credited my account for the duplicate order. I called and customer service refuses to return my order even though they can validate from the tracking it was delivered. Customer service was rude and they basically told me they will check the warehouse to see if they have it but if they can’t find it it’s a gamble if I will get my money back. Attached is the shipping tracking showing it was delivered.

  Business Response

  Date: 02/21/2023

  Dear ******,
   
  Thank you for taking the time to contact GNC. We hope this email finds you well.
   
  We tried to contact you to discuss about your duplicate orders and your refund status but we did not receive a response.

  
  We want to offer you an apology for the situation you went through, that is not the experience that we want to provide you.
  
  After further research, we confirmed that a refund has been processed for order ************ on February 21, 2023, and the requested supervisor sent you an email confirming this same information. In case you need to contact us regarding your refund, you can provide this confirmation number: **********. The estimated time frame to receive the funds back depends on the policies set by your financial institution. On our end, you can rest assured knowing that we already released the funds.
  
  Regarding the fee that you paid for shipping, we confirmed that a $15 Gift Card was sent to your email to cover this amount. Also, as an apology and to show you that we care, we sent you a new $10 Gift Card so you can take advantage of it on your future purchases. You will also receive a separate email with further details.
   
  Case Number: ********.
  
  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.
  
  
  
  Live Well,
  
  GNC Customer Service 
  Joice

• Initial Complaint

  Date:02/16/2023

  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.

  I recently went onto GNC's website to buy dietary supplements. I then got a confirmation email saying that I would soon get my order number, tracking number, and other information:
  
  "We are currently processing your order and are excited to be a part of your journey to Live Well.
  
  You will be receiving a confirmation email from GNC shortly with more information like your order number, shipping information, billing summary and more."
  
  Days passed without anything. So I contacted GNC and a representative told me that my order was canceled, because it was placed from Spain. This is a lie. I placed the order from the United States. And why did I not get any cancelation notices? The representative tried to place a new order but told me that my address was invalid, without giving me a reason. I told this representative to enter my address without any apartment number, but my address was still invalid. I told the representative to abbreviate my address, but my address was still invalid. The representative could not place an order for me and told me that there would be an investigation, and that I would get a response soon. I then tried to place orders by myself, but I got error messages with no explanations. I waited for the promised responses for a long time, but did not get any, so I contacted customer service again. This representative did not do anything useful for me, but instead, asked me many questions, put me on hold many times, did not tell me why I could not place any orders and why my address was always considered invalid, and told me that there would be an investigation, and that I would get a response soon. I waited for a long time, but I did not receive any responses. So I am seeking help from the Better Business Bureau.

  Business Response

  Date: 02/28/2023

  Dear *****,
  
  Thank you for contacting us. 
   
  We tried to contact you via phonecall with no answer.
  

  
  After researching, we found that your orders are being declined because the system considers your email address as invalid. So we would like to suggest you to place a new order with a different email. 

  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 

• Initial Complaint

  Date:02/09/2023

  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.

  Hello
  Last month I made a purchase for 4 items in one of your stores. I went in the store today to return them. But your employee said one of the items wasnt properly scanned. It seems like your employee added a membership instead of scanning the ON protein powder, even though I advised them I did not want the membership. I sent you the copy of the receipt and the product that was sold to me for 39$ but is not on the receipt. I left it in the store, and spoke with your employee (Paolo) he is aware of the situation and also informed me that the previous Employee (John) has done this many times before to customers, which is considered Fraud. I recorded and documented all my interactions. Please resolve this issue immediately or legal escalation would pursue. Thanks

  Business Response

  Date: 02/10/2023

  Dear *****,
   
  Thank you for taking the time to contact GNC.
  
  We apologize for all the inconvenience you have faced. We tried to contact you to the phone provided on the complaint (**********) and there was no response. 
  
  We would like to offer you an approval code to receive a full refund of the amount paid for the Pro Membership. Also, as an apology, we have sent you a $10 Gift Card to your email so you can use it on your next purchase or order. 
  
  The following number is the approval code for your return, you can go to the same GNC Corporate Store and ask for your refund with this code and email: 
  
  Approval code: ********
  
  Store Address: TURNPIKE SHOPPING CENTER, 9556 MAIN STREET, FAIRFAX, VA, 22031. 
  
  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 ###-###-####.
   
  Live Well,
  
  Sincerely,
  The GNC Customer Service Department 

  Customer Answer

  Date: 02/17/2023

  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. 
  

  i stopped by your store many many times, the employee there is claiming to not be trained in refund membership charges. They said i need the manager to be there and he is never there. I also wasted so much gas and time, and your offer of $10 is disrespectful, i refuse that , i cannot buy even one item at your store with that. Let me know what you can offer me otherwise this is going straight to court for fraud. Thanks
  
  
  
   
  
  Regards,
  
  
  
  ***** ****

  Business Response

  Date: 02/21/2023

  Dear *****,
  
  Thank you for contacting us. 
   
  We apologize for the inconvenience while trying to get a refund for the Pro Membership. After reviwing your case we notice that you was able to get the refund for the pro membership at the Store, and also that you received a total of $15 in GC. Now, as a final assistance we issued a $10 GC to complete the total of $25. We hope this is to your appreciation.
   
  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: 02/22/2023

  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.

   

  hello, i appreciate that. $25 is fine. The only problem is you sent me multiple emails, or gift cards of $5 or $10 denominations, and i accidently may have deleted some of them. I have not used any of your gift cards. Would you kindly cancel all those and just issue me $25 gift card and email to me? For convenience, thanks again. I will accept response upon receiving the $25 gift card. And reach out to that store and let them know that John is selling people memberships without their consent. Thanks
  
  
  
   
  
  Regards,
  
  
  
  ***** ****

  Business Response

  Date: 02/23/2023

  Dear *****,
   
  Thank you for taking the time to contact GNC. We hope this email finds you well.
   
  Let us offer you an apology for all the situation you went through with your pro membership return. That is not the experience that we want to provide you.
  
  As requested, we canceled the Gift Cards that were previously sent and created a new one for $25 so you can take advantage of it on your future purchases. You will receive a separate email confirming the Gift Card details.
  
  You can rest assured knowing that we are internally managing the situation for the experience you went through in the store. Thank you so much for bringing this to our attention, we truly appreciate you as our valued customer.
  
  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.
  
  Live well,
  
  Sincerely,
  GNC Customer Service Department 
  

• Initial Complaint

  Date:01/26/2023

  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.

  My complaint is due to not receiving my full refund. On December 29, 2022 I purchased Fish oil from GNC store #3401, Heritage Crossing, Raleigh Rd Parkway, Wilson, NC 27856, ###-###-####. I returned the product to the store on December 29. 2022. The full amount to be refunded is $32.02. As of to date I have received a cash refund from the store in the amount of $5.80. He (cashier) was having trouble refunding the full amount, the process was not letting him complete the transaction(I paid part of my purchase with my American Express gift card). He told me I had to call the customer service line. I was reviewing my bank account online and noticed the refund was retracted. I returned to the store on January 3, 2023 with a copy of my bank statement, in which proved GNC credited $26.22 and immediately debited it back out. The cashier tried to refund my money, but was not able to. After trying different avenues she called GNC customer service and spoke to Esteban. He asked her did I have proof that the money was taken out of my bank account. She said yes, she has the bank statement. Esteban asked to speak to me. He proceeded to ask me the very same questions he asked her. Then he told me to send a copy of my bank statement to GNC. I asked why would I need to do this when your employee is looking at my statement and can verify the transactions. he asked if I had the refund receipt and the original receipt. I said yes, and then he told me it would have to be sent to GNC to verify the amount then it would be refunded. I went home and emailed a copy of the section on my bank statement showing that GNC credited and then debited my account in the amount of $26.22. As to date I have had 13 correspondences with GNC about this matter. I have complied with their requests and I have been beyond tolerant. My bank statement does not lie. I have not received my full refund. I sent bank proof twice (at their request).

  Business Response

  Date: 01/26/2023

  Dear *******,
  Thank you for contacting us. 
   
  We want to apologize for your recent inconvenience related to your in-store purchase refund.
  
  We have reviewed the situation with the team in charge of the payment confirmations and we can assure you that we properly returned the amount of 26.22$ to your account. (Find attached the receipt of the refund)
  
  We also know that our representatives advised you to contact your financial institution because they also could see that the refund was correctly issued to your card and you stated that your bank did not have any related information. We kindly suggest you to contact your bank again since you provided us with your bank statement and they should always have information on what goes in or out of your account. 
  
  On the other hand, our available option is to send you a 30$ electronic gift card so you can continue enjoying our products since we properly issued the refund on our end. 
  
  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 

• Initial Complaint

  Date:01/19/2023

  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.

  On October 29th, I bought 4 bottles of Goli ACV and 12 bottles of Goli Ashwa gummies from the GNC website, order number ************. Several of them expired before the ordered date and most of them are inseparable/ melted. I contacted GNC customer service, and they denied my replacement request. Finally, I want my refund and I will return all products that expired and inseparable.

  Business Response

  Date: 02/01/2023

  Dear ********,
  
  Thank you for contacting us. 
   
  We want to apologize for all the inconvenience related to your order #************ and your expired products. 
  
  After further review, we decided to refund the amount of $148.64 to your original payment method under confirmation code: **********. Since you purchased this with a credit card, it should take up to 5-7 business days. In case you do not see the charge reflected in your account, we kindly advise you to contact your bank first and then contact us to clarify the situation. 
  
  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 

• Initial Complaint

  Date:01/17/2023

  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 have been a royal buyer of their Guarana product. However, they have been selling expired Guarana since last year and they do not resolve it. I ordered three times and they were all dated Dec. 2022. I tried their expiring Guarana and it gave me a headache. It was not just the product not being effective. I complained about this several times but they do not stop this practice so I am filing this complaint to have BBB stop them selling expired products. Also, I would like to know why they are no longer producing new Guarana, because their overseas customer service just denied that they are producing new Guarana which is not true. (Several GNC stores told me that they have not been able to receive new Guarana.) Thanks.

  Business Response

  Date: 01/31/2023

  Dear ***,
  
  Thank you for contacting us. 
  

  One more time, let us offer you an apology. That is not the experience that we want to provide you. We want to let you know that the inconvenience with our product is already being handled internally, we can confirm to you that this item is being discontinued and removed from our website; on the other hand, we were able to refund you for the expired product that you received prior to our phone interaction. 

  If you need anything else please feel free to reach out to us. 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. 

   

  Sincerely,
  The GNC Customer Service Department 

  Customer Answer

  Date: 01/31/2023

  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.
  
  

  As you can see in the attached file, GNC's claim is NOT true. They are still selling it and it says that it is "CURRENTLY" not available. For some reason, I found that they make it unavailable during the day and then sell it in the middle of the night. Therefore, customers can still order and get "expired" ones. I do not know whether it is because GNC was bought by a Chinese company or they are trying to get away from the FDA by selling at night. if this is discontinued, they should really remove it from their website and inform that it is discontinued. They should also inform their stores because stores all claimed that they were not informed that this was discontinued so they place orders from the stores for the customers.
  
  
  
  Regards,
  
  
  
  *** ***

  Business Response

  Date: 02/01/2023

  Dear ***,
   
  Thank you for contacting us. 
   
  We want to apologize for your recent experience with one of our products, that is not the experience that we want to provide to our customers. 
  
  You contacted us because you received an expired product (Guarana, Product Code:196512) in your order ************ and you were properly refunded. Later you wanted to speak with a supervisor to confirm that the item is discontinued and the supervisor in charge informed you of that.
  
  We want to confirm again that the product is discontinued and not available on our authorized website GNC.com. The product is deactivated from our website permanently and is not available at any time.  
  
  We also wanted to confirm that we follow the FDA regulations to guarantee the safety of our customers. 
  
  Thank you for bringing this to our attention, the items that are currently in store are probably the last units/lots of the product since we are no longer selling them online. 
  
  On the other hand, we would like to apologize again and compensate you for the confusion with a 10$ electronic gift card that we are going to send you by email today.
   
  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: 02/02/2023

  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.
  
  

  They still did NOT remove from their website. It says "Email me when this item is available" and customers are supposed to be notified if they become available. For the $10, no, thank you. I am not doing this to get any compensation. I just do not want them to sell expired supplements.

  
  
  Regards,
  
  
  
  *** ***

  Business Response

  Date: 02/06/2023

  Dear ***,
   
  Thank you for contacting us. 
  
  We sincerely apologize for the inconvenience this issue has caused.
  
  Our Quality Control teams take such matters seriously and we have used your feedback to further investigate and fix the problem.
  
  The product GUARANA with code 196512 has been removed from the website and once we have a new product available, we will update the website with these products.
  
  And about the compensation, please accept it, we do it as a sign of appreciation for being a loyal customer to our company and bringing these issues to the table so we can improve every day. 
  
  You can find the gift card in your mail and you can use it for both online and in-store purchases. In case you can not find it, please reply to the email and we can send it again for more visibility. 
  
  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: 02/06/2023

  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.
  
  
  
  

  As I have attached the proof, they did NOT remove it. It became worse. They are now selling it all the time, not just during night time. (2023-02-05 GNC selling Guarana.pdf) They even emailed me to buy it. (2023-02-06 GNC even emailed me to buy.pdf) They also started advertising in Google. (2023-02-05 GNC Google Ad.pdf)
  
  
  I think that they became bolder and even lied to BBB because this has not been reported to FDA for the violation and there has been no punishment. Their offshore agents from either Philippines or India keep contacting me but this should be handled in the USA.

  
  
  Regards,
  
  
  
  *** ***

  Business Response

  Date: 02/08/2023

  Dear ***,
  
  Thank you for being a loyal GNC customer.
  
  We would like to apologize for all the inconvenience you have had with your order ************ for the GNC Herbal Plus Guarana 250 mg.
  
  Unfortunately, this product has been discontinued and we are not able to send this product to our customers. Right now we are reaching out to our franchises, who are not our corporate stores to ensure that they are in line with our changes regarding this product.
  
  Also, we would like to thank you for bringing to our attention that there was a way to look for the product on our website by searching through google and opening that link. We have taken action and fixed this issue so this is not experienced by another customer.
  
  We advise you to clear your browser's cache and history to avoid seeing an older version of our website and ensure you are seeing the newest version of it.
  
  We have sent an extra $15 gift card to your email as an apology and also, to show appreciation for your attention.
  
  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: 02/09/2023

  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. 

  They need to stop harrassing me by calling. I never authorized this. Also, they are still lying. There has been no change.
  
  
  
  Regards,
  
  
  
  *** ***

• Initial Complaint

  Date:01/09/2023

  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.

  **** ****** ********* *** ******** ********** *****
  
  Monday, January 9th, 2023
  
  c/o V.I.P. Corporate Executive
  GNC HOLDINGS, INC.
  300 6th Avenue
  Pittsburgh, Pennsylvania 15222
  ###-###-#### & ###-###-####
  
  Dear GNC Holdings, Inc. Executive:
  
  Good Morning or Good Afternoon to You!
  
  How is your day today in sunny Pittsburgh, Pennsylvania and/or wherever else You are in the World?
  
  My day is going fine, thank you, except due to the Fact that my 91 year old mother who is currently suffering from a Prolapsed Bladder, Heart Condition, Low Blood Circulation In Both Of Her Legs, Along with Arthritis In Both Of Her Knees Which Affects Her Mobility had bought two (2) packages (containing four (4) cartons per package) of your GNC Total Lean Shake and Sadly, the Cartons Contained Liquid That Stuck To The Bottom Of Each Carton That We Would Drink And It Would Not Come Off Meaning That You Would Be Drinking Less Of The Product Because Whatever Ingredients You Are Using In Your Product, Some Of That Product Remains At The Bottom Of Each Item That You Drink And This Is Far From Being Worth It For My Mother And Myself, Of Course!
  
  I am Not sure what happened during the manufacturing and/or transportation process of these products, but my 91 year old mother must have received a Bad Batch!
  
  In Any Case: I am Not sure where and/or when my mother had purchased your GNC Total Lean Shake Products from since she does Not Always Complain Right Away About Things Like This Due to her Current Medical Health Conditions.
  
  However, all that she wants is Full Product Replacement for her Inconvenience and Nothing More!
  
  Moving Right Along:
  
  I am now going to provide You with some vital details that I found on the Package for your reference and further review. Thank you.
  
  GNC Total Lean Shake
  Swiss Chocolate
  11 FL. OZ. (325 ML)
  MAY 23 23
  23MAY23P2F JA
  01 : 19
  Upc Code: 0 48107 22817 0

  Business Response

  Date: 01/11/2023

  Dear ******,
  Thank you for reaching out to us. We hope this email finds you well.
  
  We want to thank you for bringing to our attention the situation you went through with our Lean Shake - Swiss Chocolate. We strive to provide the best experience to all of our customers.
  
  The situation with the ready-to-drink tetra pack is that there is no headspace so that when you shake the product, it is more difficult to resuspend the cocoa solids uniformly in the product. The GNC tetra product container is also more concentrated as it is 11fl oz vs. the plastic bottle which is 14fl oz.  This also contributes to the problem since there is a higher percent by weight of cocoa solids in the product which makes maintaining the suspension more difficult. Unfortunately, this is what cocoa solids do in an emulsion when stored for a long period of time.  The only way to break them up is by physically shaking the product vigorously.  Again, the bottled product in the plastic 14fl oz container does not have this problem as the cocoa solids are not as concentrated and there is much more ample headspace to shake the product vigorously.  For best results, shake vigorously.  Open the tetra pack and pour (or drink) a small amount, close the product and then shake vigorously again.  Shaking with more head space allows the cocoa solids to resuspend uniformly.
  
  About the interactions, we contacted you in less than 24 business hours since we received your email. We were showing a willingness to assist and provide the most accurate resolution. Is important to mention that in order to comply with our company policies, this type of case needs to have a clear and complete documentation reason why we requested a proof of purchase since the item was not sold by GNC and pictures of the products showing the inconvenience. As mentioned on the calls, we did not received the pictures through email or an Instagram private message and we were unable to complete our investigation.
  
  As an apology, we sent you a $10 Gift Card so you can take advantage of it on your future purchases. 
  
  
  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.

  Customer Answer

  Date: 01/12/2023

  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.
  
  
  
  the girl joice in colombia or wherever she was over the phone wasted over an hour of my time
  
   
  
  first she wants pictures, then she denies every receiving the pictures by email and instagram purposely so i don't get my replacement products.
  
   
  
  and i did hang up on her for wasting my time.
  
   
  
  then later she wants a receipt as if i stole them.
  
   
  
  i am NO longer buying gnc products anymore.
  
   
  
  this is NOT the kind of customer service i would expect from a company!

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

• Initial Complaint

  Date:12/27/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 October 15th I paid 148.17 to gnc. I ordered online to be shipped to my house. I sent the customer service people that I never received my order. They said they won't do anything because it says delivered. I didn't receive my items and needed a refund. This is not customer service. I would love to pay if I received it.