Business Profile

Health Products

General Nutrition Centers, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Products.

Complaints

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

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.

Initial Complaint
Date:03/04/2025
Type:Sales and Advertising 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.
Date of transaction: 3/02/2025 Amount paid: $179.33 *********** advertised on their homepage "Buy 1, get 1 50% off EVERYTHING". Not "on select brands". When I saw this, I decided to reorder from my purchase history page the same thing as I did during their last sale.I ordered 2 5lb tubs of protein powder. When I was going to check out, I noticed it didn't show the discount. I figured it'd apply on the final checkout page or something. I hit "pay with ******" and it automatically purchased the products when I figured there would be a final page showing the discount. I immediately went to their customer service chat, however, it was outside of their business hours. The following day I reached out to them asking about the issue where I was informed that the brand I bought wasn't apart of the sale. I expressed my extreme concern of the misleading advertisement they had on their front page. They told me they couldn't cancel the order and that I would have to visit a store to return the product.Although I'm very disappointed in paying full price when I thought it was very clear I'd be getting half off on my second item, I was deeply more concerned about their advertising practices. I find it extremely misleading, borderline false advertising, and feel like I've been taken advantage of. They didn't even put a *on select items* fine print under it.
Business Response
Date: 03/05/2025
Hello! We validated the information in our ad and promotion and we were able to confirm that although our promotions show this information, we always add the symbol ?, with which we always make reference to the terms and conditions that apply to the promotion, likewise, these are always shared with our customers by mail.

In this specific case, the terms of condition and use state ?Exclusions may apply. See a Coach for details or click SHOP NOW to view full details on the ************************ Offer Details product page.

Likewise, within our website, we always indicate promotional items in different sections before they are selected for purchase (Photos attached).

Furthermore, if the customer wishes, a return or exchange policy is available for a period of 30 days after purchase.
Customer Answer
Date: 03/11/2025
Better Business Bureau:

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

Separate from the picture I originally sent showing their homepage with the extremely misleading advertisement, here is a picture of the email they sent to me for the same advertisement.
I can't stress enough how misleading this is and I find the company to be very deceiving. I feel as if the company is tricking their customers to believe everything is on sale, when it doesn't show any where that it's only on select brands. They put a little arrow symbol that their customers have to magical know that means check the terms and conditions. I've never seen this practice before as it's usually with a number and or a * to make note to check on the fine print.

Regards,

******* ******
Initial Complaint
Date:02/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with this company and was a mistake in the items that I order and address. I contacted immediately to have it canceled during the business day, and they told me they could cancel it because of the short amount of time since the order was placed and when I contacted them and that I would see the funds back to my account. I wait 2 weeks and call my bank to see if the funds are back. Still no signs. 3rd week, I check no signs of credit on my statement. And then I contact gnc and tell them about my order and credit and they told me they delivered it and there is nothing they can do. This is fraudulent and not right as I had it canceled when we spoke to someone right after and dont have the things!!!
Customer Answer
Date: 03/02/2025
name: *** *****
Business Response
Date: 03/03/2025
Hello! We validated the order information and were able to confirm that this order was created manually by the customer, where he manually selected the delivery address and items in the order.
Likewise, when reviewing the communication history, we were unable to find any communication with the customer confirming the cancellation of the order or any similar expectation, so the order was reported as delivered by the delivery service without any exception.
Due to this information, we will not be able to generate any exceptions for the order.
Attached to the message you will see the account's message history and order data.

Customer Answer
Date: 03/04/2025
Better Business Bureau:

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

well I dont have my order.

Regards,

*** *****
Initial Complaint
Date:02/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
GNC is refusing to refund me my money or fight for me with an order i accidentally made from GNC. Order #************. I want refunded for my money of $45.67. They said that it was just because i didnt receive the item and so now GNC is not canceling nor refunding me of my money like they claim they would! They lied to me! They said they would get back to me and they never did and instead they shipped the item so i couldnt get my money refunded.
Business Response
Date: 03/02/2025
Hello!
We validated the order information and the history of contacts registered with the customer information, in this we were able to confirm that the order was created manually by the customer on Feb 23, 2025 and although the customer contacted us trying to generate the cancellation of the order since it had already been reported as sent, we were unable to complete the process.

Due to this we offered the customer to make use of our return policy at any GNC store within 30 days after receiving the package, once the items are returned we will be able to generate a full refund of the order.

*************************************************************************************************************************
Initial Complaint
Date:02/09/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
February 09, 2025 ***** P. ****** ************************************** *** **** ******, CEO, GNC ***************************************** Via Email (**************************************************************************** and Fax @ ************) Re: Two Bottles of ****** ISOMER E; ***** 001 ****** 02/05/25; 11:16; Cashier #****; Consultant: Jinno; Expiration Date: 10/25 Dear *** ******,I received the referenced Vit E bottles on 02/08/2025. Unfortunately, they will expire in 8 months. It is unacceptable to accept this vitamin that expires so soon. What are you trying to do shove the inferior product down our throat because we are not there to inspect?On 02/08/2025, I indicated my displeasure via your survey. No response received. Now, I am asking you to send me replacements, ASAP, along with a postage paid return label so that I can send these back. I am an 84-year-old senior and cannot drive to your store in *******, ***There are other serious problems with this product. The *** seal is missing. In the past there used to be a *** seal to have consumer confidence. I have a question about the purity of this product. Also, GNC charged TAXES AS FOLLOWS: *****% + 6.00 % + 1.25% + 0.50 %, A TOTAL OF WHOPPING 18% SALES TAX? What is going on here? Are you double dipping here? I never heard such a thing 18% sales tax. It is no surprise that you are closing your stores. I will never again order from GNC. Please consider a proper refund.Should you have any questions please contact me at your convenience.Yours truly,***** P. ****** Home Telephone: ************ NOTE: FAX N0 DID NOT WORK. EMAIL DID NOT WORK EITHER. THIS ** IS ROBBING US BLIND.
Customer Answer
Date: 02/11/2025
Please see attached letter that consumer sent to the business.
Business Response
Date: 02/11/2025
Hello!

We validated the purchase information and product details, due to the information provided by the customer, we have generated an exception process to our return policy and generated a full refund of the order ************, and the product reported by the customer.

This refund was generated in the amount of $36.64 to the original method of payment and will be reflected in 1-5 business days.

Thank you for contacting GNC. Customer Service.
Customer Answer
Date: 02/12/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Hello ********, I just wanted to thank you for the resolution offered by GNC.

Regards,

***** ******
Initial Complaint
Date:01/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since January 4, I have contacted GNC **************** six times and my local ******************** in ********, **, once regarding the abysmal service I have received concerning my GNC Health Plus subscription. On January 4, I noticed that my GNC Health subscription was canceled unexpectedly. Unbeknownst to me, until my first call to customer service, the ******************** ************** was discontinued as of 12/31/24. ... GNC gladly took my monthly subscription fee without notice within days of the programs cancellation....I understand that ending GNC Health was a necessary business decisionmore than likely due to higher operational costs than GNC originally expected. However, the botched handling of this change without a plan for continuity or even a communication campaign is the stuff of business amateurs worthy of a ***** ****** in change management, business continuity, customer service, and, quite frankly, basic Marketing 101. ...As of the writing of this complaint, my December 31 order, presumably my medications, is still waiting to be shipped. I was first promised it would arrive between January 5 and January 9. Given that the entire country was under several feet of snow, I accepted that inclement weather was the reason for the delay. Then, I was told that my order would arrive between January 18 and January 22. Today is January 21, and there has been no change in the orders tracking details. The only significant change is that I am now expecting my order between January 26 and January 29. ... I have been given GNC (Revive) Healths contact information, ************, which I have no problem contacting, except for the fact that this number is directed towards ******* is GNC rectifying this problem? Wiping the internet of GNC Health is not the answer, except for your businesss cowardly behavior in the face of appalling management and complete failure....The full complaint attached.
Business Response
Date: 02/03/2025
Hello team!

We validated the information of the order and the customer's account; in this, we were able to confirm that the order reported by the customer, ************, was generated on December 29th by an automatic renewal in the account by ******************** Health Plus. Because this renewal was generated a few days before the deactivation of this service, we generated a full refund of the same for the total of $8.99 on January 23rd, 2025. This refund was generated to the payment method originally used on the order.

Also, we confirmed the order information and found that the order does not relate to any physical item, only the membership renewal, so there is no pending shipment on the order.

Please feel free to contact us if you have any other questions.
Initial Complaint
Date:01/14/2025
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.
Expired Supplements and No Support: My GNC Customer Nightmare I made an order from ******************** during the Thanksgiving sales. I did not open the items until after the New Year, as I was away on holiday. Upon finally inspecting them, I was extremely disappointed to discover that every product was alarmingly close to its expiration date.Immediately, I reached out to their customer service department to request a refund or replacement of these products. However, I was informed that because more than 30 days had passed since the date of purchase, I was no longer eligible for any form of resolution. This was unexpected and disheartening, as I believe the quality and shelf life of a product should be paramount, especially when it pertains to health and wellness supplements.
Initial Complaint
Date:01/13/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered over $100 worth of product from the GNC website. My order was marked as delivered, but I never received. I explained to the chat associate that I didnt recognize the photo of where it was delivered, and they assured me they would assist me and asked if I would like a reship, which was all I wanted. I shortly received an email saying there was nothing they could do. I am ultimately without the product and out $125. Poor customer service. If you cant deliver the product to me, at least provide a refund.
Business Response
Date: 01/14/2025
Dear *****,

Thank you for contacting us.

We sincerely apologize for the inconvenience you have experienced with your order.
We would like to inform you that, according to the tracking information for your order ************, we can confirm that the order was delivered to the validated address on file on January 5th, 2025, at 3:19 PM.
We understand that you mentioned not recognizing the house where the package was delivered. In order to assist you further, we kindly ask that you provide a photo of your residence to help us better investigate the matter and provide a resolution.

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

Sincerely,
The GNC **************** Department
Customer Answer
Date: 01/15/2025
Better Business Bureau:

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

I attached a photo of where the package should have been. Please provide a reship or at least a refund. This is my first time shopping with you and I dont want it to be the last. This was not a cheap order for me.

Regards,

***** **********
Business Response
Date: 01/16/2025
Dear *****!

We apologize for the inconvenience and appreciate your response.

We verified in detail the information of your purchase and the photos you provided us. With them, we were able to confirm that the photos you provided us match the back door of the delivery address; however, the photo provided by ***** at the time of delivery corresponds to the front door of the address.

Because of this, and because the photos match the delivery address linked to the order, we will not be able to consider any refund or reshipment options on the order.

Please feel free to contact us if you have any other questions or concerns.
Customer Answer
Date: 01/27/2025
Better Business Bureau:

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

This was my first time shopping with GNC, and I spent over $100, and the package was not left where it was supposedly pictured. There was no package at my home, in any location. I will not be doing business with GNC again due to poor customer service, and will not be suggesting your services to others either.

Regards,

***** **********
Initial Complaint
Date:12/20/2024
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 almost on December 11th I ordered $96.98 in product from ************************, when the "package" (if you can call it that) arrived it was simply a packing slip attached to a sheet of cardboard. The package was supposed to have 4x 12 packs of ************ drinks. **** stamped all over it that the package was received with no *********** things happen I'm aware, no panicking I'm sure GNC will straighten it out. So I reached out to GNC customer service, which was a less then stellar interaction, you could tell they were just copying and pasting prewritten cookie cutter responses and by the end of the intersection I was told I would have to wait 24 to ****************************************************** So roughly 24 hours later I get a response which shortly says GNC won't replace or refund my purchase that I never received.Transcripts and pictures attached.
Business Response
Date: 12/27/2024
Dear ******,

Thank you for reaching out to us.

We are sorry that you were not assisted with the order issue. We will help you further on this.

After some review, we found that you were previously assisted with a new shipment of the order on 12/21/2024. This was correctly processed and related to the tracking numbers ********************** and ********************** both delivered on 12/23/2024 at 2:54 pm.

We appreciate your patience and understanding. Again, we apologize for all the inconvenience this issue had caused.

If you have any questions regarding this or any other matter, please reply to this email.

Live **********************************************
Initial Complaint
Date:12/12/2024
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 contacted GNC because I never received my order I called twice they told me contact my local police. I was home and no package was delivered to me I told them I live in a walk up outdoor apartment so you cant leave a package at my door it will be left outside and possibly stolen, they will not refund me and just told me to call the cops!
Business Response
Date: 12/12/2024
Dear *******,

Thank you for contacting us.

We sincerely apologize for the inconvenience regarding the delivery of your order. We're happy to assist you in resolving this matter.
Upon reviewing the tracking details (**********************), we can confirm that your order was delivered on December 9, 2024, at 5:11 PM and was signed for by A A.
For further information, we recommend contacting the carrier directly, as they have confirmed that the package was signed for and delivered to the address provided in the order. If you are unable to locate the package, we suggest reaching out to the local authorities, as at this moment, we are unable to provide further assistance regarding your order.
We hope this helps and apologize again for any inconvenience caused.
If you need anything else please feel free to reach out to us. If you have any questions regarding the foregoing, please contact: GNC **************** at **************.

Sincerely,
The GNC **************** Department
Customer Answer
Date: 12/13/2024
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 have attached my ID my name is ******* ***** along with my address who is AA that signed for my package I want a full refund!
Regards,

******* *****
Business Response
Date: 12/17/2024
Dear *******,
Thank you for reaching back out to us. We sincerely understand your frustration and the inconvenience this has caused.
After reviewing your response and the information provided, we would like to confirm that the tracking details ********************** indicate that the package was delivered on December 9, 2024, at 5:11 PM and signed for by A A at the address provided during your order.
We truly understand your concern regarding the name that signed for the delivery. However, the signature and delivery were confirmed by the carrier. If you believe there has been an issue with the receipt of the package, we recommend contacting the carrier directly, as delivery and signature policies are managed directly by their services.
Unfortunately, we are unable to offer a refund or further assistance in this matter, as the delivery has been confirmed by the carrier. If you have additional concerns or require assistance from the carrier itself, we advise reaching out to the local delivery service directly or contacting the local authorities if needed.
We appreciate your understanding and apologize for any inconvenience this has caused. If you have further questions, you can contact GNC **************** at ************** for additional information.
Sincerely,
The GNC **************** Department
Customer Answer
Date: 12/17/2024
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 already rejected their response last week and sent a copy of my ID stating I dont know who AA is that they claim signed for this package this is clearly fraud on their part and they will not refund my money! They need to check with the carrier and see where it was delivered who AA is. And refund my money

Regards,

******* *****
Initial Complaint
Date:12/04/2024
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 on 11/25/24. Still awaiting carrier pickup. Spoke to **** ********** and ******. Still no resolution.
Business Response
Date: 12/16/2024
Dear ********,
Thank you for reaching out to us.

We are sorry that you were not assisted with your order not received. We will help you further.

After validating the information, we found that a new shipment was processed initially; however, as this could not be completed, a refund was processed for the order. In addition, we found you contacted us via phone call and all the details were provided. We appreciate your understanding.

If you have any more questions or concerns, please do not hesitate to reply to this email.
Live ********************************************** Department

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

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