Business Profile

Health Products

General Nutrition Centers, Inc.

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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:10/09/2024
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 placed an order with GNC on the 22nd of August valued at $195.74. Tracking number provided showed that it was delivered however it wasn't. I proceeded to call GNC and reach out by email multiple times explaining my case. In total, up to 10 emails were sent back and forth over the past month. At first, they declined any accountability directing me to the carrier then local authorities. They said on the phone that they would issue a refund if I provide a police report and I did. They still declined any accountability.
Business Response
Date: 10/14/2024
Dear *****,

Thank you for contacting us.
We have processed a refund for you for the order ************; you will see the refund reflected on your account in 15 business days, depending on your financial institution, for a total amount of $195.74. You will also receive an email confirmation with the refund provided.
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:10/09/2024
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.
The facility refused me entry at 750pm even though it clearly states they close at 8p. Spoke to a manager named ***** who refused to address the issue and states, their policy is to stop any customers from entering the store after *****.
Business Response
Date: 10/14/2024
Dear Saud

Thank you for contacting us.

We apologize that the store did not allow you to enter during business hours.

We would like to confirm that your complaint has already been escalated to the appropriate department, and the necessary steps are being taken to prevent this from happening again in the future.
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:10/03/2024
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 been participating in GNC's routine program for quite some time. I signed up for the program to get free shipping since these were items I used on a daily basis. But it seems that GNC is making it harder and harder to have access to this item. I was purchasing 2 (sometimes 3) cases of the Total Lean 25 Girl Scout Thin Mint Ready Made Shakes QTY: 12. Evidently the thin mint flavor was discontinued, and instead of being informed of that (as the ****************** of the routine state that GNC will do), I was notified that my subscription couldn't go through because of a "payment" issue. When I called to verify, the associate confirmed nothing was wrong with my card, just the product was discontinued. So extremely misleading information on GNCs part. I also went to my app to discover that my routine was canceled which again, violates the ****************** by not notifying me. Through my own research I found there was now a chocolate mint flavor which I assumed was the same thing. When I went to set up a new routine for it though, the website states it's not eligible for a routine. You have the option to make one time purchases, but now GNCs free shipping minimum is conveniently higher than what the cost of 2 items would be, thus now incurring a shipping charge. They also limit you to only buying 2 and the majority of the time the deal is buy 1 get 1 free so it doesn't make sense to buy an odd number. There also appears to be the option to buy these items in store, but not actually. Local stores NEVER have these items in stock. GNC is completely scamming their customers, introducing more and more ways to charge additional fees. Don't tell me I can pick up in the store when the store doesn't actually stock them. It's completely deceptive to the customers and the multiple instances when they've violated their terms and conditions is illegal. When trying to talk to someone about it, all they say is I can pick another flavor for my routine. But thats not want I want
Business Response
Date: 10/10/2024
Dear Katie,

Thank you for taking the time to contact GNC.

We apologize that the product you are requesting for routine is not active at this time and the difficulties you have had with it. We are more than glad to assist you.

Regarding your comment that you were not notified that the product was discontinued, the system automatically when processing an order or have problems in processing it sends an email informing, however, this will not indicate the reasons since being an automatic email, the system has no way to confirm if the reason why this could not be processed was because the product is no longer as routine, the product is out of stock or in your case the product is discontinued.

We would like to inform you that as you indicated, the product Lean ShakeTM 25 - Girl Scout Thin Mints® - 14oz. (12 Bottles) is discontinued, so the system initially cancelled the routine. We were able to find that it was reactivated on 10/03/2024 and the system attempted to process an order on 10/04/2024; however, since the product is already discontinued, an email was sent informing you that there was a problem with your routine, so it was not processed and the routine was deactivated again.

On the other hand, regarding your question about the Lean Shake - Chocolate Mint - 14oz. (12 Bottles) product not being active as a routine, we were already aware of this and we are working with the appropriate department to review the reason why the promotion is not active on this product.

Due to the inconvenience presented regarding why it had not been possible to process your routine. 150 points equivalent to $5 cashback rewards were added to your account, which you can use for one year.

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

Live Well,

GNC Customer Service.
Initial Complaint
Date:10/01/2024
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 placed order. Went to check status and it wasnt found in their system. I contacted chat support and was told my order wasnt approved! I received no communication nor additional explanation. I would like to know why theyre refusing to allow me to order.
Business Response
Date: 10/07/2024
Dear Hillery,
Thank you for reaching out to us.
We understand that there is a need to understand the cause of the order being declined. We will clarify the information.

We have a vigorous order review process that determines if an order should be processed. We look at several factors for which we do not disclose the specific details. We can say among those is order history, and since there was none, that was a contributing factor to our decision to not complete the order. We do apologize for any inconvenience in the matter.

If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.
Live Well,
GNC Customer Service Department
Initial Complaint
Date:09/28/2024
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.
We order supplements from GNC on their website on September 22, 2024. The order was sent from a warehouse in ***********, **, 52 miles from **********, **. It was sent by *****, not **** per their website. We needed this order to be delivered before September 28, 2024 at 12:00pm. So far, the order has traveled more than 600 miles in the most ridiculous route we have ever seen. The tracking if is as follows and we still have not received it. Neither GNC or ***** have contacted us by phone to explain this. We no longer need the order. ***, September 28, 2024 Arrived at ***** location ***********, ******, September 27, 2024 Departed ***** location *************, ** ***, September 27, 2024 Arrived at ***** location *************, ** ***, September 27, 2024 Departed ***** location **********, ** ***, September 26, 2024 On the way *********, ** ***, September 26, 2024 At local ***** facility **********, ** ***, September 26, 2024 Departed ***** location ***** smart post ***********, ** Thu, September 26, 2024 Shipment information sent to ******************* Wed, September 25, 2024 Arrived at ***** location ***** smart post ***********, ** Wed, September 25, 2024 Arrived at ***** location ***********, ** ***, September 24, 2024 Departed ***** location *************, ** ***, September 24, 2024 Arrived at ***** location *************, ** ***, September 24, 2024 Departed ***** location *******, ** ***, September 24, 2024 Arrived at ***** location *******, ** ***, September 23, 2024 Left ***** origin facility ***********, ** ***, September 23, 2024 Arrived at ***** location ***********, ** ***, September 23, 2024 Picked up ***********, ** Sun, September 22, 2024 Shipment information sent to *****
Business Response
Date: 09/30/2024
Dear William,

Thank you for contacting us.

We apologize that you have not received your order yet. We are more than glad to assist you.

We would like to inform you that the carriers are the ones who handle the routing of the packages, so we have no knowledge of why this one has been in different places. Likewise, we would like to confirm that the carriers are having delays in the packages due to the hurricane.

For the delay of your order we added 150 points equivalent to $5 Cashback Rewards to your account.

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:09/24/2024
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.
On June 1, 2024, I place an order on ************************** for 2 tubs of protein powder - both the Ghost ******* was in a rush today and blended a shake without paying much attention. When I took my second sip of my blended shake, I saw a chunk of metal in my cup and not only that, I realized that I had swallowed a piece on my previous sip.I contacted GNC to report this and to ask for my money back. They refused to give me my money back saying that the purchase does not fall within their return window.I am shocked and appalled that there even needs to be a dispute about this. There was actual metal in this protein tub. I swallowed a piece. I figured the least they could do is issue me a refund.I had already opened the second tub from that purchase however I will obviously not be consuming it any further, so the total amount that I am requesting accounts for both tubs.I contacted the manufacturer and I have yet to hear back from them.However, I gave GNC my money for this protein powder so they are the ones who would need to give me my money back.
Business Response
Date: 09/29/2024
Dear *********,
Thank you for reaching out to us.

We are sorry for the issue with the Ghost protein, and you are not satisfied with our assistance. We will validate the information for you.

After further review, we were able to confirm that the order ************ for the 2 units of the Ghost Vegan Protein is from June 1st. At this point, we are out of our 30-day policy time, and it is not possible to process any type of adjustment for your order. The best option is to get in contact with the manufacturer, Ghost, so you can get further assistance.

Your health and satisfaction are the most important to us. For this reason, we added ***************************************************************** purchase.

If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.
Live ********************************************** Department
Customer Answer
Date: 10/03/2024
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

********* ********
Initial Complaint
Date:09/20/2024
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.
Contacted customer service without success and even found and sent ceo and email on sep 12th with no reply.Items in shipment were packaged very poorly and sloppy. Too heavy for box used and box was giving out on bottom when I grabbed. The box opened and all these individual cans of alani started falling out. Ordered 2 12 packs of alani orange kiss and they threw 12 individual cans without the packaging into box with other heavy items. Every single can was damaged/dented. The shipping box was beat up and my box of chips were not even in a shipping box but just literally taped onto top of shipping box so of course that was all smashed too and had smashed chips. I filed complaint via chat, sent tons of photos showing damaged and poor packaging causing it. Was told it needed further investigation...after waiting several days I get told that what happened didn't qualify for refund or reshipment! I've never had a company throughout the years refuse reship/refund or credit etc for damage items received. I responded back saying how does receiving damaged items not qualify? Lady kept repeating same messages & simply said the cans are still full and offered a measly 10% off. I and no one else pays good money to receive damaged items because someone didn't package properly. Not right at all to REFUSE or offer anything and won't be shopping at gnc anymore if they keep refusing to make things right. Basically they are a telling me it's totally fine and normal to receive awful packaging and damaged items and sorry not our problem. Ridiculous.
Business Response
Date: 09/28/2024
Dear *****,
Thank you for reaching out to us.

We are sorry for the product condition upon arrival, and you are not satisfied with our assistance. We would like to help you further.

After review, we were able to confirm that the *************** Drink - Orange Kiss arrived with some bruised edges. However, we were unable to find any reference to the condition of the Legendary Foods Popped Protein Chips barbecue.

We understand how important it is to receive the product in proper condition. Your health and satisfaction are the most important to us. For this reason, we gave you a partial discount on your order, corresponding to 50% of the products not received in the best condition. This will be reflected as a refund back on your bank account between 1-5 business days, depending on your financial institution's policy.

Again, we apologize for all the inconvenience this issue may have caused. If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.

Live ********************************************** Department
Customer Answer
Date: 10/03/2024
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *****
Customer Answer
Date: 10/07/2024
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.

Offered 50% refund on cans. Taking dented cans some pretty bad lightly when they should not be received in that condition. It happened because individual cans were thrown into box with other heavy items with no protection (like in original alani packaging box). The USDA even recommends not drinking from cans with deep dents or dents near top where you drink from. Some of the dents were deep and some had near top of can! I also included photo showing the smashed up chip box as whoever didn't package them into shipping box and just sloppily tapped the chip box to shipping box. I had smashed chips

Regards,

***** *****
Initial Complaint
Date:09/17/2024
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.
Contacted GNC about my package I ordered online being delivered to the wrong address. That the address I provided wasn't the one they delivered it to. They opened a case and in 12 hours said it was delivered so they're done on their end. I asked why cant I get a refund or redelivery to the correct address, and they responded by telling me to contact local law enforcement. They don't care about Customer Service, they wouldn't let me speak to anyone to at least file a complaint. They will refuse to do anything to help out a customer. I now refuse to ever do business with them.
Business Response
Date: 09/23/2024
Dear *****,
Thank you for reaching out to us.

We are sorry you never received your order ************, and you are not satisfied with our services. We will help you further.

After a thorough review, we were able to validate that your order was delivered on 9/13/2024. However, we verified the proof of delivery, and it does not match the shipping address associated with the order.

Based on your request, a new shipment has been processed with the new order number ************. You will also receive an email with all the details related to your order.

If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.
Live Well,
GNC Customer Service Department
Customer Answer
Date: 09/23/2024

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,

***** ******

Thank you for re shipping the item. Can I also get a Tracking Number sent to my email *********@*****.com.
The Shipping Address is
**** *** **** *** *** ***

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

Thank you again.
Initial Complaint
Date:09/13/2024
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.
Never received bucked up and ***** from shipment ************ Shipping was expedited and not received
Business Response
Date: 09/19/2024
Dear ****,
Thank you for reaching out to GNC.

We are sorry that you never received the order 000000158260. We will further review the information to assist you.

After some research, we were able to validate that your order assigned to the tracking number 1084802708006254 from *** was properly delivered on 9/16/2024.

In addition, a picture of the delivery was attached to the tracking details. You will be able to visualize directly from the *** tracking section, and you can also find it attached to this email.

If you have not received this delivery, we recommend checking with neighbors or household members; contacting *** directly, as they may be able to provide further insights or assistance; and if you suspect theft, reporting it to your local authorities can help resolve the situation.

If you need anything else, please reach out to us. If you have any questions regarding the foregoing, please reply to this email.
Live **************************************************** Department
Customer Answer
Date: 09/20/2024
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.
Not the correct order number as in attached on the complaint. That order described I have received I have multiple order
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ****
Business Response
Date: 09/28/2024
Dear ****,
Thank you for reaching out to us.

We are sorry you are not satisfied with our resolution. We will further validate all the details.
After some review, we were able to confirm that your order was properly delivered to the shipping address related to the order. However, as you confirm you never received the items *************** Drink - Orange Kiss and **************** Drink - White Gummy Deer, we processed a refund with confirmation number RMA0172626. Please take into account that, as the package was properly delivered, we will not be able to process any additional adjustments on our end.

In addition, the refund will take 1-5 business days to be reflected, depending on your financial institution's policies.

If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.
Live ************************************************** Department
Customer Answer
Date: 09/30/2024

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:09/07/2024
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.
Ordered 3 12 packs of Alani energy drinks. 2 are u drinkable and they only will give a partial refund and I'm stuck with Alanis I can't drink. Chat lady didn't give me options except partial refund. I wanted a exchange since I have no idea where these drinks have been. Seems like they got hot some cans were busted and empty
Business Response
Date: 09/10/2024
Dear *****,

Thank you for contacting us.

We are sorry to read that you received your order in bad conditions. We are more than glad to assist you.

We would like to confirm to you that a full refund was processed for the order to avoid the same inconvenience happening again in the future. Since you mention that you would like a replacement, we kindly recommend that you purchase the products at the store to avoid the same inconvenience happening in the future.

In order to get the refund reflected on your account, please contact your bank institution for more details This was processed for a total amount of $29.64, taking into account that a partial refund was processed previously for a total of $32.84.

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: 09/11/2024

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,

***** ****

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