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:12/10/2022

  Type:Product 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.

  Around August 20th, I returned some products that I bought online. My doctor said that due to my age, I shouldn’t use what I purchased. I followed their return policy and returned my purchase. It had to be shipped back to Indiana and was received. I gave it to weeks before I called because I had not heard anything. I called their Customer Service, was told they had not received the package yet. I said it been two weeks and the tracking from USPS said signed and received. Gave them the tracking number, package was located and return was processed, for less than half of the product I had sent back to them, as of this day 12/10/22, I have met received the additional product that I bought, not a refund processed for same.
  
  Per their policy, the refund would be sent back to the debit card used for the purchase. However, my bank cancelled my debit card while on vacation because I didn’t tell them I was leaving. GNC told me not to worry about it, the bank would still accept it. My bank never saw the refund hit my account after GNC said they had tried several times. For almost three weeks, I called my bank, then GNC CS. Mid October, I was told that my issue was being escalated to a manger. On October 29, I called GNC CS again. I told that that I was in a pinch and really could the funds and they said they would send me a check. I gave it a week, and called back around November 7th, was told it was still being processed. I called back yet again, Tuesday December 6th and was told it was still being processed, but was told that refunds usually take no longer than five days. Yet here we are four months later
  
  The resolution I am seeking solely, is my refund they agreed to give me, plus the other merchandise I purchased returned to me. If they are willing to issue a refund for that as well, I would accept that also. I am not seeking anymore than I am entitled to. I don’t no what else to do to move this along, they never let me speak to anyone above a CS rep.

• Initial Complaint

  Date:12/07/2022

  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 multiple products online. have not received one of them and every time i call they refuse to send me to a manger and hang out on me. I have contacted a local store. they are saying there's nothing they can do about it and that the customer service line GNC provides also hangs up on them. i have no way to resolve getting my money back or getting the product i ordered.

  Business Response

  Date: 12/08/2022

  Dear ****
  
  Thank you for contacting us. 
   
  Let us offer you our sincere apology if you had any inconvenience with our verification process, we are constantly working to improve the customer service experience.
  
  After a further review we were able to find that you were assisted by one of our supervisors on 07/12/2022 with a resolution of 300 points that will be $10 and a gift card of $20 to be used at any corporate store or in online purchases of GNC.
  
  Nevertheless, the product that was mentioned in the interaction was already canceled and the funds were returned to the original payment method used on your purchase, remember that our company only captures the payment once the product is already shipped, otherwise if it is canceled, the payment will be released since it is  a pre-authorization 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 1-877-462-4700.
   
  Sincerely,
  The GNC Customer Service Department 

  Customer Answer

  Date: 12/09/2022

  [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 ********. I never spoke to any one in July this was something that just occurred in November. And after I spoke to a supervisor she told me the product wasn’t available but looking at the website it was available to be ordered again. I felt like she didn’t want to help me get the product I wanted. It’s easy to see that GNC doesn’t  try to put a great effort forth to service they're customers.  There’s only one number to call and they barley understand  and english. Even store employees say that the customer service line is terrible! When you ask to speak to a manager they hang up on youZ I wasted hours on the phone trying to resolve an issue that should have been easily fixed. The $20 gift card doesn’t compensate for how I was mistreated. 
  
  
  
  Regards,
  
  
  ******* ******

• Initial Complaint

  Date:11/10/2022

  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 paid for the Pro membership and was promised that my pro box would be shipped to me. I started getting emails in September stating if I renew my membership they would ship my next box, that's when I realized they never shipped the second one I already paid for. I contacted them and was told oh you have to pick it up yourself our policy has changed, or you have to wait til November to get it. It's now November and I was told our systems specifically to ship boxes are down. Then the next time I contacted them through chat nd after an hour of "I'm working on it" they said I have to wait 3 months. Called instead and was told they set up a delivery from my local store that day. Waited and it never showed up.

  Business Response

  Date: 11/21/2022

  Dear ********,
   
  Thank you for taking the time to contact GNC.
   
  We apologize for the inconvenience with your second pro box.
  
  After reviewing the system we indicated that unfortunately, we can not send the second pro box to your home, as there was a change in the system in which you receive an email to pick up your pro box between August to October 2022, in this case, since you were not able to pick up your pro box, we offered a gift card of $40 for all the inconvenience, but it is not possible to send a pro box to your home. Be aware that you will receive a separate email with the gift card number. 
  
  Case Number: ********. 
  
  Live Well,
  
  GNC Customer Service 
  Sheyla

• Initial Complaint

  Date:11/07/2022

  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.

  On November 4th, I bought 2 bottles of fish oil from the GNC website, because it was "buy one get one for free", I was supposed to get two bottles of fish oil. And "quality 2" was also described in my order.
  However, on November 6, I received the package with only one bottle. I contacted GNC customer service, and they denied my reshipment request. They suggested I can get a refund which is the discount price (around 50$), and buy the item again in-store at the regular price (around 100$). but I want to keep my deal with that good discount, and they just hang up my phone call. and they also ignored my pictures and video as evident.
  
  Finally, now I have to take the refund option because they refused to ship my other item. If I don't compromise on the refund option, I would still only get 1 thing but paid for 2, they won't give me any other solution.
  I wondered if this kind of service involves false advertising and deceiving consumers.

  Business Response

  Date: 11/18/2022

  Dear ****** ***,
  
  Thank you for contacting us. 
   
  We investigated your previous interactions with us and confirmed that you were properly provided with a reship of your order as you requested.

  We are sorry if this caused you any 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 ###-###-####.

• Initial Complaint

  Date:11/05/2022

  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.

  We ordered several cases of drinks from GNC. Most of them were delivered fine, but one case was damaged such that the drink leaked all over the case. When we contacted them they said they'd refund one of the 12 drinks, but we said that several were leaking -- just had to tell exactly which ones. They escalated it and the escalation said that we'd already filed a similar complaint in the past, which was a completely untrue statement. We'd NEVER purchased through GNC ever before. They then wanted us to pay our own shipping to send the items back -- we're not going to spend more money because they don't know how to package their product.
  
  The lie about us making similar complaints in the past is frustrating and honestly libelous. And then them not providing a suitable resolution makes them a company I would avoid doing business with in the future.

  Business Response

  Date: 11/16/2022

  Dear **** ** ******,
  
  Thank you for contacting us. 
   
  We would like to truly apologize for the inconvenience you experienced with one of our orders, we verified that there was not a previous purchase and for that we would like to inform you after we agreed via phone, that a reshipment for the entire case that you received damaged was processed with expedite delivery to your confirmed shipping address under the order 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: 11/21/2022

  
  
  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.  They have delivered the previously damaged goods and these new items are in good condition.  
  
  
  
  Regards,
  
  
  
  **** ** ******

• Initial Complaint

  Date:11/02/2022

  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 online order on October 26, 2022 (Order # ************) amounting to $162.26. On October 28, 2022, my order was marked delivered. However, I have not received any package. On November 1, 2022, I called and reached out via their customer service hotline to report this matter. I was informed by the customer service agent I spoke to on the phone that a refund would be issued to me for the entire order and that I will receive a confirmation email within 24 to 48 hours after our call. On Nov 2nd, I received an email that states that the refund was denied. I was shocked and found this completely misleading as the agent I spoke to the phone guaranteed a refund. Moreover, the corresponding email offered no support or assistance and instead prompted their customer, me, to reach out to the authorities and carrier themselves. This was appalling since I conducted business with GNC not with any other parties and it was failure on GNC's end to ensure that my order was properly delivered and received by its customer. They have inconvenienced their customer, me, even more rather than alleviating an already inconvenient matter. This is the worst customer service experience I've ever had. This was my first time doing business with GNC and with the customer service I received and a lost package, it's very discouraging to do business with them again. They do not care about their customers and refuse to offer any service or support the moment you complete a purchase and provide a payment. I have been duped of $162.26 and merchandise I never received.

  Business Response

  Date: 11/09/2022

  Dear *** ****,
  
  
  Thank you for contacting us. 
  
  We want to let you know that your order has been fully refunded on November 3rd. 
  
  
  We were trying to reach you by phone with no answer, an email has been sent to you for further assist.
  
  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: 11/09/2022

  
  
  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:10/16/2022

  Type:Product 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 contacted GNC by phone in July 2021 to close a recurring charge for a shipment that was being sent to an old address that I no longer lived at. I moved out of that state in July of 2021. While reviewing my credit card charges, I saw that I had been charged 6 times since calling them over the last year. I attempted to get in contact with them via chat and was disconnected on October 4th. I attempted to chat with them again on October 8th. They refunded only one purchase and said they escalated the issue and would get in contact with me within 48 hours. No one contacted me again. The subscription was cancelled and they are still sending/charging me these pills. This is dishonest business practice. I would like a refund of $166.45.

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service 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.

  GNC ILEGALLY SEND BOXES AN ENZYMES PAPAYA PRODUCT TO MY HOMES IN 10-1-2022 WHICH I NEVER ORDERED, I CANNOT USED THIS PRODUCT BECAUSE I HAVE NERVED DAMAGED DUE TO MY HOMECIDED ROBBERY ASSAULT HAD THREE STUBBBING TO MY CHEST, IM STILL A VICTIM OF CRIMES, I DID CALLED GNC AND THEY GAVE ME A CASE NUMBER **************** THEY TOLD ME TO GO TO THE NEAREST GNC SO I COULD GET REFUND, AND THE GAS IS TO HIGH AND IM THE VICTIMS. YESTERDAY 10-5-2022 I WENT TO FENTON PKWY SAN DIEGO THE MANAGER WAS VERY RUDE TO ME HIS NAME IS AKRHAM HE TOLD ME THAT HE DONT CARE IF I GO TO FDA NOR EVEN TO THIS AGENCY, I WENT HOME WITH MY BLOOD PRESSSURE SO HIGH AND THE GAS IS HIGH PLEASE HELP ME, IM A SENIOR CITIZEN NOW, AND AKRHAM HARRASHED ME

  Business Response

  Date: 10/07/2022

  Dear ****,
   
  Thank you for taking the time to contact GNC. We hope this email finds you well.
   
  We wanted to offer you an apology for all the experience that you went through. That is not the service that we want to provide you as a valued customer.
  
  As discussed in our interaction, we have processed a refund for you for order ************ which was of the fourth Papaya Enzyme. The estimated time frame for you to receive the funds back is in up to five business days depending on the policy set by your financial institution. Also, as an apology and to show you that we care, we added enough points to your account to unlock the next reward level, now you have 450 points to take advantage of them on your future purchases.
  
  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.
  
  Sincerely,
  
  GNC Customer Service 
  

• Initial Complaint

  Date:09/23/2022

  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 attempted to make an instore return within 30 days of my online order. The packing slip and GNC website clearly state that I can return the product to ANY GNC retail store with a receipt or packing slip.
  
  After speaking to multiple franchised owned stores, they are not allowed to accept returns from online purchases. This must be done at a corporate store. This cavoite is not stated anywhere on the website or packing slip. Customer service suggested I mail it back, but I am still responsible for the return label.

  Business Response

  Date: 10/10/2022

  Dear ****,
  
  Thank you for contacting us. 
   
  We have looked into your case, and we apologize that you were not able to return the product in our stores.
  After a review we noticed that for the last order in your account a full refund has been applied previously. However, we thank you for bringing this to our 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 

• Initial Complaint

  Date:09/15/2022

  Type:Billing 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 got my cart to 49$ but free shipping was not applied as implied. Then customer service wouldn't credit. No proof of why was offered. Then they wouldn't credit 5off like I had used before on the very same product.

  Business Response

  Date: 09/20/2022

  Dear ******,
  
  Thank you for contacting us. 
   
  As was mentioned in the email we have waived the shipping cost of the order as a one time courtesy and also have added 119 points to your account to help you reach the $5 reward card.
   
  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