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Business Profile

Health Products

General Nutrition Centers, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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General Nutrition Centers, Inc. has 254 locations, listed below.

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    Customer Complaints Summary

    • 145 total complaints in the last 3 years.
    • 47 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased GNC Vitamins on multiple occasions and I'm having to throw them away due to the expiration date surfacing far too quickly. Today, I took over an hour out of my day and was told I would receive a $10 voucher for losing over $100 in vitamins this time.

      Why does GNC make the products expire so soon?

      Business Response

      Date: 08/31/2022

      Dear *******,

      Thank you for contacting us. 
       
      This email is to offer you our most sincere apologies for the experience that you went through regarding the Vitapak® Program - Menopause Support - 30 Vitapaks that you purchased.

      We wanted to let you know that we have processed a refund for the Vitapak® Program - Menopause Support - 30 Vitapaks that you purchased on our website GNC.com. 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 **********.

      Please, receive our apologies for this inconvenience, this is not the experience that we want to provide you. For future cases, you can take a look at our Return Policy, which is public information that we have on our website regarding a 30-Day Money-Back Guarantee.

      As an apology and to show you that we care, we have added to your account 300 points to take advantage of them on your future purchases.
      We appreciate you as our customer and strive to improve your experience with our company.

      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,
      The GNC Customer Service Department.

    • Initial Complaint

      Date:08/17/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 placed an unauthorized order and withdrew over $150 from my account on Monday Aug.15. I contacted GNC and was escalated to a manager who made the correction as the subscription had been misrepresented. She cancelled the subscription and associated orders as I requested and replaced most of the money to my account. She apparently missed one order which I discovered today (Aug 17) for $22.10. I explained the situation to the representative today and requested she fix the error. She said she couldn't cancel the order but then refused to escalate my issue to a supervisor as the previous representative had done. She continued to ask me to work with her as she resolved my issue but really did nothing to resolve it and refused to escalate it to someone who could. After an hour of realizing she was continuing to repeat the company policy and offer me additional points on a subscription that had already been cancelled, I realized she would not help resolve my issue. I disconnected as she said she had finally escalated my issue and it would take up to 48 hours for me to speak with a supervisor.

      Business Response

      Date: 08/19/2022

      Dear ****,

      We are sorry for the inconvenience with the GNC routines subscription you were unaware of and the order that was placed for it. As we have informed via email, we have tried contacting you via phone with no answer.
       
      After verifying your interactions and the order status, we can confirm that all of the items, but one, were canceled before the order shipped. Because of this, there was an authorization hold/pending charge that is created by your financial institution when you place the order to verify the availability of funds. After they release the hold, the funds will become available again within 2-5 business days, depending on their policy.
       
      For the item that we were unable to cancel ($22.10), we have confirmed a refund has been processed with reference ********** and it can take up to 5 business days to be reflected, as you used a credit card on this purchase.

      We are here to help and we are happy to offer you any further assitance you might need on this scenario. Please feel free to reach out to us by email if you have any other questions or concerns. We will do our best to respond to you within 24 hours.

      Sincerely,
      The GNC Customer Service Department 

    • Initial Complaint

      Date:08/15/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 my son, he never received the item. The tracking shows not available, the left somewhere not in our building. We tried to contact the carrier, the shipper, we’ve tried it all. I’ve chatted with GNC, I’ve sent emails, I’ve tried to get a refund but they’ve been of no help. I have camera footage from my building management that shows no delivery was made at that time. GNC refuses to help.

      Business Response

      Date: 08/29/2022

      Dear ****,

      Thank you for contacting us. 

      We trully apologize for the inconvenience you had to face with the time you had to wait for an adecuate resolution, following the investigation we approved the refund of the product value as you requested under the refund authorization code: **********, please keep in mind that the refund time frame for debit cards might take from one to ten business days (depending on your bank policy), however We succesfully issued the return of the money 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.

      Customer Answer

      Date: 08/30/2022



      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:08/15/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Asked for a gift card they didn't give one for not honoring the store policy of always having a cashier in the store I missed work to go to the store Called headquarters they said they will not issue me a gift card so now I'm asking for 100 dollar gift card Wendy And Mario were very rude. Wendy hung up the phone on me Mario placed me on hold 3 separate times. I'm going to pursue litigation if not given a 100 dollar gift card.

      Business Response

      Date: 08/18/2022

      Dear ******,


      Thank you for contacting us.

      We investigated your previous interactions and have confirmed that two eGift cards for the amount of $10 each were sent to your email.


      In order to provide an overview of the past contacts with us, they are detailed below:


      We received a contact on 8/11/2022 with case ******** where we documented this issue and processed the first $10 eGift card.

      Later on 8/12/2022, we received a contact with case ********, where the second $10 eGift card was sent as part of our apologies.

      By this moment, we have already addressed this situation internally at our GNC store and unfortunately, it was closed due to a medical emergency. This information was shared via email through the same case.


      In our supervisor interaction, we provided this information and due to company policies, it was necessary to disconnect the call for compnay policies after you mentioned the call was being recording on your end.



      Once again,  we deeply apologize for the inconveniences this process might caused to you but we are not able to assist you due to the store condition.

      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

       

      We contacted the customer via email as well to address the situation. 

      Customer Answer

      Date: 08/19/2022

      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 store was open i called.off work to gO to gnc and when i got there no one was there the store was open but the manager said the store was closed to headquarters i have pictures from the day and have receipts showing the store was open the manager leaves the store and talks to people outside or go elsewhere i have seen him do it i have came to gnc multiple times and Naseem will not be in the store he will be outside talking etc.. i would like a another gift card if not i plan on pursuing litigation for wages lost and policy violation by not having a cashier in the store to serve the customers.. Naseem told headquarters that his distort eas closed due to family emergency but he said that only so that I could stop reporting hi? Being absent from the store



      Regards,



      ****** ******

    • Initial Complaint

      Date:08/05/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 to be delivered to my home through the GNC online site (order ************). The order was not delivered and when I called GNC to get the status, they refused to give me a refund.

      Business Response

      Date: 08/05/2022

      Dear ***,

      Thank you for contacting us. 


      Once again, we apologize that you have not received order ************.

      Afther a further review and as discussed, we can confirm that your package was delivered for pick up at an address different than the one selected at checkout. Because of this, we have now processed a full refund (reference **********) for your purchase, and you can expect these charges to be reflected back within 5 business days. 

      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: 08/05/2022



      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. 


      Thank you and Regards,



      *** *****

    • Initial Complaint

      Date:07/31/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 keep getting these junk mail flyers to my house that are for someone who does not live here. If you call their "Customer Service" line, of course you get an off shore call center located in a third world, underdeveloped, uneducated country where the operators barely speak, let alone understand English. When you tell them that you want the junk mail to stop, you are told that they don't know how to do that and if you have the audacity to ask for a supervisor, they simply hang up the phone. When I finally did get to a supervisor, I was told that I needed this person's phone number and GNC loyalty number to stop the junk mail. I AM NOT THIS PERSON. I DON'T KNOW THIS PERSON'S PHONE NUMBER. I DON'T KNOW THIS PERSON'S LOYALTY NUMBER. THIS PERSON DOESN'T LIVE HERE!!!

      NEVER EVER GIVE GNC YOUR ADDRESS OR YOU WILL GET JUNK MAIL FOREVER!!! AND IF THEY BUY YOUR ADDRESS FROM SOME MARKING LIST COMPANY, YOU WILL GET JUNK MAIL FOREVER, EVEN IF YOU ARE ON THE DIRECT MARKERTER'S ASSOCIATION DO NOT MAIL LIST!!!!!!

      Business Response

      Date: 08/12/2022

      Dear *****,

      Thank you for contacting us. 
       
      We are sorry to hear about the inconveniences you had to unsubscribe from our mailing list, this was properly addressed with all the agents involved to assure this won't happen again. Fortunately, your address was removed from the mailing list and system to assure you won't have this inconvenience any further.
       
      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: 08/13/2022



      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:07/27/2022

      Type:Delivery Issues
      Status:
      Answered
      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 bottles of Black Seed Oil Capsules on 7.15.2022
      I received an email informing me my order shipped same day. I tracked the order on 7.18.2022 and it showed my order had reached Memphis TN which is in my city. Estimated delivery date showed 7.22.2022
      I never received the order. I contacted FedEx to open an investigation and was told the shipper must contact them to open the investigation. I contacted GNC and asked them to open an investigation and they told me i would have to. I then explained i was tired of the back and forth and would like to be refunded because it is clear the package has been lost. They refused and stated i would have to wait 10 days. Today is 7.27.2022 and i have not received my refund nor the order i paid for.

      Business Response

      Date: 07/29/2022

      Thank you for contacting GNC. 

      We are sorry to hear that your package for order ************ has not been delivered yet. After a further investigation, we can confirm it is delayed in transit and we kindly ask you to allow additonal time for delivery.On the other hand, we have processed a full refund on this purchase as part of our apologies.

      This amount ($59.98) will be reflected back in your account in the next 5 business days. If you have any other questions, feel free to reach our Customer Service lines and we will be always happy to help.

      Live Well
      GNC Customer Service

    • Initial Complaint

      Date:07/25/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Miserable experience. I ordered 4 products that ended up being split into two different deliveries, which was not a problem. The first delivery was marked as "delivered" two days late but never actually made it to my house. GNC "investigated" and concluded that the package was delivered correctly, which of course it was not. Finally, after another two days, I located the package at a vacant house down the street. I was frustrated but relieved to have my product, that is until I opened the package. The package, addressed to me, was full of 8 products. NONE of these products were the ones I ordered. The products were also melted and disgusting after having been misdelivered and left outside. At the time of writing this (7/25/22), I have been on customer service chat for an hour with GNC with no solution in site, as the representative keeps asking the same questions over and over with no solution.

      Business Response

      Date: 07/28/2022

      Thank you for contacting us. 
       
      We want to deeply apologize for your chat interaction on 7/25/2022 regarding your order number ************. That is not the experience that we want to provide to our customers. 

      We processed a refund on 7/25/2022 for the items that you did not receive on your package. 

      Here is the refund confirmation code ********** for $38.46, this could take up to 5 business days to go back to your original payment method. You can contact your financial institution if you have any doubt about the process or the time frames. 
       
      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.

    • Initial Complaint

      Date:07/24/2022

      Type:Delivery Issues
      Status:
      Answered
      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've purchased items from this company. Per the Tracking number my items were delivered. The items were not delivered to my address. Because the company use FedEx Smart Post for shipping, I'm unable to file a claim on my own for further investigation. I've been calling Customer service for the last three business days and because they outsource their workers no one is willing to file a claim with FedEx so I can start the investigation to see why my package is showing delivered but not delivered to my address. I have never dealt with a Company with such poor Customer Service.

      Business Response

      Date: 07/27/2022

      Dear *****,

      Thank you for contacting us. 
       
      We are sorry about the negative experience that you had with our Customer Service department and the issue that you had with your order which was not received by you even though FedEx marked it as delivered, we have your experience and comments documented and a representative spoke with you on Instagram about this situation, we provided a refund on your order due to the issue and it will get processed within 3-5 days.
       
      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 

    General Nutrition Centers, Inc. is NOT a BBB Accredited Business.

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