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

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: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
Initial Complaint
Date:12/02/2024
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 was charged $39.99 for a yearly membership on 10/24/2024. Then on 11/25/2024 they changed the membership by removing one of the benefits. I had requested a cancellation on my membership as they modified the membership by removing a benefit and was told I could not cancel. I asked about a prorated cancellation and was still denied. I dont think its right that a company can charge a yearly membership fee and then a month later remove benefits from the membership.
Business Response
Date: 12/04/2024
Dear ****,

Thank you for contacting us.

We sincerely apologize for any inconvenience caused. We understand that you are requesting a refund for your Pro Access membership, and we would like to assist you with this matter.

We would like to inform you that, as outlined in our terms and conditions, Pro Access memberships are non-refundable. We understand that the changes made to your Pro Access and the removal of GNC Health have impacted your satisfaction with our program. However, you still have the opportunity to benefit from the remaining advantages of the membership. Furthermore, after reviewing your account, we have confirmed that you have placed multiple orders following the charge for this membership and have enjoyed the benefits of the program. As a result, we are unable to process a refund for this amount.

For more information regarding our return policy and its restrictions, please visit our website at ************************:
********************************************************

Thank you for your understanding. 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
Initial Complaint
Date:11/05/2024
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.
On October 7th 2024, I ordered items from GNC. I used ****** and for some reason GNC got the addresses mixed up. A few days later the shipping company said they could not deliver to address. I corresponded with them and they were able to redirect to the accurate address at ***********************************. On October 17th, it showed the items delivered but I never received them. When I called the GNC website the automated message identified my ordered as still shipping and to be expected at a later date. Each time I called the date moved forward. When I called GNC they investigated and said the items were delivered to the original address. This is not true as ******************************** does not exist and shipping companys website shows the items as re-directed to ************ . They refused to ship the items and to refund me without delivery of paid goods. I ordered through Rakuten and even Rakuten does not register as this order being completed. I am requesting 1 of 2 options(preferably option 1) 1)Please provide the paid for goods or 2) Please provide a refund in the amount of $112.93
Business Response
Date: 11/11/2024
Dear *******,
Thank you for reaching out to us.
We are really sorry for the inconvenience with the order shipping and your order going to the wrong address. We will validate the information to help you.

After further investigation, we were able to confirm that the order 200021350204 After multiple attempts of delivery per incorrect address issue, it was delivered to ********, **. However, as you mentioned, it was never received at your location. We processed a refund for your order with confirmation RMA0175461. It will take 1-5 business days to be reflected in your bank account, depending on your financial institution's policies.

Again, we apologize for the inconveniences this issue may have caused. If you have any more questions or comments, please do not hesitate to reply to this email.

Live ********************************************** Department
Initial Complaint
Date:10/31/2024
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 had a coupon for $10 off through 10/31/24 sent via email, and when shopping on 10/31/24, I was *** the coupon had expired, which was impossible. I am looking for a refund.
Business Response
Date: 11/01/2024
Dear *******,
Thank you for reaching out to us.

We are sorry that you were not able to use your coupon on your purchase. We will help you with it.

After further research, we confirmed that you contacted us today through our customer service line, and you were assisted with the missing rewards on your account.

If you have any additional questions or concerns, please do not hesitate to reply to this email.

Have a nice day!

Live *********************************************************
Initial Complaint
Date:10/28/2024
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.
Im reaching out again regarding order ***********. Ive been attempting to resolve this issue for the past two weeks but havent received a satisfactory response. In your previous message, it was stated:Regarding order ***********, after a further review of the tracking information, we see that the carrier successfully delivered your packages with all the items ordered to the address provided. At this point, we are unable to assist further in the matter.However, there were issues with 3 of the 4 items in this order. Specifically:Two packs of the protein bars were missing from the ************ pack of Tortilla Style Protein Chips - *********** (8 Bags) was damaged and arrived inedible.I would appreciate it if you could assist with resolving these issues, as they have not been addressed in previous correspondence.Thank you for your attention to this matter, and I look forward to your prompt response.
Business Response
Date: 11/06/2024
Dear Hussnain,
Thank you for reaching out to us.

We are sorry that you are not satisfied with the assistance in regards to the missing and damaged items received on your order. We will validate the information for you.

After further research, we were able to confirm the order was properly processed and shipped. However, as you mentioned the Barebells boxes were never received, we processed a refund for it. The confirmation numbers are RMA0175095 and RMA0175096, and it will take 1-5 business days to be reflected on your bank account, depending on your financial institution's policies.

In addition, as you did not send any pictures of the Quest chip condition, we are unable to assist you further on this matter. We recommend for this type of situation to contact us before disposing of the product to get better assistance.

If you have any additional questions or concerns, please do not hesitate to reply to this email.
Live **************************************************** Department
Initial Complaint
Date:10/24/2024
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.
So I placed an order online from GNC and I was supposed to have it shipped to me finding out that my order was to be picked up from the store. I went into the store and I was indicated that my order was already picked up and I told him that I never picked up my order. He told me to get in contact with customer service, which I did and I was told that they had to call the store to confirm if I picked it up or not then I got a call from a gentleman who said they would give me a full refund on my order after you put me on hold the call dropped. I called back when I talked to the customer service representative that was beyond rude who said that they had to call the store in order to confirm if I received my order or not again I asked her if I could speak to a supervisor and she said that there was no supervisor available I dont understand why it was offered a refund and then they turn back and dont do what theyre supposed to do
Business Response
Date: 10/28/2024
Dear ******,

Thank you for contacting GNC. Regarding the order 200021512033, after a further review of the order information, we see that the store confirmed the packages were picked for you at the store. At this point, we are unable to assist further in the matter.

Should you feel that the package may have been stolen, we recommend reaching out to your local authorities. If you think that it was a carrier error, our suggestion is to reach out to them for further assistance.

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.

Case #: 04196438

Sincerely,
The GNC ***************************
Customer Answer
Date: 10/28/2024
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 went to the store numerous of times and I asked if the checked ID To confirm I was the rifle owner they said that no they did not and Im really beyond upset that someone took my order and the store did not confirm any ID originally I had this order to be delivered to me via my front door for some reason my order got placed at storefront which I asked number sometimes to have it canceled
Regards,

****** *****-******
Business Response
Date: 11/05/2024
Dear ******,
Thank you for reaching out to us.

We are sorry our resolution in regard to your order issue does not meet your expectations. We will validate the information for you.

After further investigation, we were able to confirm that your pickup in-store order ************ was properly processed and setup. In addition, we found it was picked up by the authorized person, where the ** was validated and the signature submitted. At this point, we are unable to assist you further on this matter.

We apologize for all the inconvenience this issue may have brought to you. If you have any additional questions or concerns, please do not hesitate to reply to this email.

Live ********************************************** Department
Customer Answer
Date: 11/06/2024
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 called the store and they confirmed with me that they didnt check the id they only asked for the person to sign and thats all you guys are lying that I picked it up I also asked them to check the cameras and they said they only signed for it
Regards,

****** *****-******
Initial Complaint
Date:10/21/2024
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.
Placed order on Oct 15 and never received product and was charged on my card...two orders numbers for ************ and ************ **************** did not help me at all
Business Response
Date: 10/30/2024
Dear ****,

Thank you for contacting us.
We are sorry to hear that you have not received any assistance regarding 2 orders that you have not received yet. We are more than glad to assist you.

We were able to confirm that the orders ************ and ************ were not processed successfully, and due to this, you have not received the products. Please keep in mind that ************************ does not charge for any order until it ships. What you are seeing on your account is an authorization hold/pending charge. This is placed on your account by your financial institution at the time the order is placed to verify the availability of funds. This hold will release, and the funds will become available again within 25 business days, depending on your bank's policy.

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: 10/31/2024
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 was promised 20 credit for inconvenience and never received it as it was their system issue

Regards,

**** ****
Business Response
Date: 11/05/2024
Dear ****,

Thank you for contacting us.

We apologize that the $20 discount you were promised has not arrived. We are more than happy to assist you.

We have been able to confirm that the refund was processed correctly as of November 1st. According to the order details, you purchased several items, so the system split the refund into 5 equal amounts of $2.81, $3.68, $3.43, $6.68, and $3.40 for a total of $20. Please note that it may take up to 5 working days for the refund to be reflected on your bank statement. In case after 5 business days you do not receive this money, you can provide the following number, TransactionId: "******************," to your bank, which is the confirmation from our side that the refund has been processed correctly in our system.

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: 11/06/2024

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:10/18/2024
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 came to GNC to buy protein and vitamins. I ask the seller that Im looking for something natural and he recommend this GNC products. A few days after I read the labels and I saw those products has warning labels. The vitamins says cancer and reproductive harm. The protein powder says consuming this product can expose you to chemicals, including lead. I asked about return policy and the manager said I could return any GNC product within 60 days, I came to the store 39 days later (I couldnt make it before the 30 days) to exchange, I was taking other non-GNC products because it appears that GNC products have those cancer and lead warning labels, which I dont feel safe to take. And they refuse to exchange the product. The only reason Im returning it is because I dont feel safe taking these products Knowing they are cancerous and Might contain lead And other chemicals. It clearly Stated on the labels. it's a shame and ridiculous that they refused to do an exchange. I will really appreciate if you can please help me resolve this matter, their products are not safe. Thank you,
Business Response
Date: 10/28/2024
Dear ********

Thank you for contacting us.

We apologize that you have purchased a product and do not feel safe consuming it because of the cancer warning and that your return has not been accepted at the store. We are more than glad to assist you.

We would like to confirm the date, day, time, and address of the store where you purchased the product so that we can properly assist you. Also, if you have a photo of the receipt, please attach it to your email.

Likewise, we confirm that our return policy is for 30 days, so you can return the products if you are not satisfied with them, even if they are open. For more details, you can check our website, ************************.

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
Initial Complaint
Date:10/15/2024
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 have repeatedly tried to contact GNC customer service about their ongoing issues with the online ordering process. Each time I try to place an order online I get a "gateway timeout" page. Eventually the order goes through and I receive my items. The problem is that I never get credit (points) from GNC for my purchase as part of their rewards program. In addition, if I use a cash back affiliate site or a credit card cash back offer, GNC never reports my order so I never get credit for my purchase from these sites either. I have attempted to contact customer service about these issues for years. Unfortunately, these problems cannot be resolved by customer service. These are issues that must be addressed on a corporate level. I can't be the only customer experiencing these issues.
Business Response
Date: 10/31/2024
Dear *****,

Thank you for reaching out to us.

We are sorry about your experience trying to get your order placed, and your rewards reflected on your account. We will validate the information for you.

After further investigation, we would like to confirm that your GNC orders were properly placed and processed by our system. The points generated by the orders were added to your account automatically and they are ready to be redeemed. You can take a look at your online GNC account at Profile - Account Dashboard.

In addition, if you are still having issues trying to place an order in our ************************ website, please let us know and send some pictures showing the error, we would like to take a look and help you. On the other hand, if you present any inconvenience with the cashback platform in regard to rewards not received or orders not reflected, we recommend contacting them directly to get proper assistance with the data validation.

If you have any additional questions or concerns, please do not hesitate to reply to this email.

Live *********************************************************
Customer Answer
Date: 10/31/2024
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.
Thank you for the reply but the answer does not fully address the ongoing problems with the online ordering system. In addition, it is GNC's responsibility to report orders to the cash back rebate sites. Telling the customer to contact these sites directly is not helpful. Of course, I always follow up with the cash back rebates sites but they cannot verify my order until GNC informs them that an order has been placed. The problem is on GNC's end and there must be someone I can speak to directly who can address these technical problems. I can't be the only customer who has experienced these issues.
Thanks.

Regards,

***** ********
Business Response
Date: 11/07/2024
Dear *****,
Thank you for reaching out to us.
We are sorry to hear that you do not feel satisfied with the information provided. We will validate the information for you.
After further review, we can confirm that your GNC orders were successfully placed and processed by our system. The points earned from these orders have been automatically added to your account and are ready for redemption. You can view them by logging into your online GNC account under Profile - Account Dashboard.
Since on our website the orders and the rewards are adding successfully to your account and the pages you mention that are providing you rewards are not from GNC, we are not able to get in contact with them and report issues with your rewards since we do not have access to there system.
If you are still experiencing issues when trying to place an order on our ************************ website, please let us know and provide screenshots of the error. We would be happy to review them and assist you. Additionally, if you're encountering any issues with the cashback platform regarding unreceived rewards or orders not showing up, we recommend reaching out to them directly for assistance with data validation.
If you have any additional questions or concerns, please do not hesitate to reply to this email.
Live ************************************************* Department
Customer Answer
Date: 11/08/2024
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.

Again, this answer is non-responsive and does not resolve my issue. Please escalate this issue to someone who can provide me with clear and concise answers to the ongoing issues with the online ordering problems.
Thank you.

Regards,

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

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