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.

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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:09/04/2024
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.
In March 2024, I placed four orders on GNC.com but received only two of them. I called GNC on 5/2 to report the issue, and was told that they would issue a refund for items I didn't receive. I was out of the country throughout the summer that I didn't realize that they never refunded me until lately. As I called them again, I was told that my orders were too old to be eligible for a refund.
Business Response
Date: 09/09/2024
Dear ***,
Thank you for reaching out to us.

We are sorry for the inconvenience with the order delivery. We will verify more information.

After further research, we were able to validate that each of 4 order are from March. At this point, we are unable to assist you further as our system will not allow to process any type of adjustment. Also, the tracking information restricts us from making further investigations in regards to the delivery of your packages.

In addition, we validated your contact history, and we were not able to locate any previous interaction related to your current contact information.

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: 09/11/2024
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.

The screenshot in the attachment is a proof that I called gnc on 5/2. In fact I didn't receive those two orders, so I want to get my refund back.

Regards,

*** *****
Business Response
Date: 09/16/2024
We are sorry you are not satisfied with the resolution. We will clarify the information. We validated this order was placed as a guest, and we found 4 of them as follows:
************ - Shipped 3 units of GNC Herbal Plus® Bilberry Extract and Lutein - Delivered
************ - Shipped 3 units of GNC Herbal Plus® Bilberry Extract and Lutein- USPS Label too old to track
************ - Shipped 3 units of GNC Herbal Plus® Bilberry Extract and Lutein - USPS Label too old to track
************ - Shipped 3 units of GNC Herbal Plus® Bilberry Extract and Lutein and 3 GNC CoQ10 50mg - USPS Label too old to track
At this point, we are unable to assist you further on this matter, as the tracking information not available restrict us from continuing an investigation. In addition, due to the time that has passed, our system will not allow to process any type of adjustment.
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:08/30/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I want them to get their business in order. I always have to chat and ask for my points to be added to my account and I give them a week though their website states 3 days. I'm tired of doing this and sometimes when I chat they say a week or two and won't help me. I attached their reward points from their website.
Business Response
Date: 09/05/2024
Dear ****,

Thank you for reaching out to GNC.

We are sorry for the inconvenience related to your points not being applied to the account. We would like to help you further.

We want to confirm that we have been experiencing technical difficulty related to the rewards. We want to give you peace of mind that the points are still being issued, but they might be reflected with a slight delay. Also, we are hardly working with the purpose of resolving this situation.

In addition, we noticed that the total of 162 points were manually added to your account for the order ************. Take into account that the points for the order will still be reflected, and then you will have an additional 162 points for redemption.

If you have any more questions or concerns, please do not hesitate to reply to this email.
Live Well,
GNC Customer Service Department
Customer Answer
Date: 09/07/2024

Better Business Bureau:
Alrhough, I am not buying the technical issues as this has been happening for over a year.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best it will be for now.

Regards,

**** *****
Initial Complaint
Date:08/08/2024
Type:Delivery Issues
Status:
UnresolvedMore 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.
************ order was suppose to be three artic celculis howver was only shipped two ...please ship the last one .
Business Response
Date: 08/20/2024
Dear ****,

Thank you for contacting us.

We are sorry that there are missing items on your order. This is not the experience that we want to share.

We tried to reach you, but it was not possible to get a response.

To properly validate and help you, we need you to confirm for us the items that are missing from your order. We would like to offer you a reshipment for the missing product or a refund. If you would prefer a reshipment, please reply to this email with your shipping address.

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 ###-###-####.

Live Well,

{Sincerely,
The GNC Customer Service Department.
Customer Answer
Date: 08/20/2024
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.

Emailed back for response

Regards,

**** ****
Initial Complaint
Date:08/02/2024
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 4/25/24 I placed an order with GNC. The order was never delivered to me. I emailed GNC and they offered no viable resolution of either a refund or getting the products I ordered to me. So I opened a claim with my credit card company.

******* **** denied my dispute- I requested the documentation as to why that decision was made. The documentation shows that GNC responded to the claim and falsely stated that I never reached out to them regarding the situation. I have requested the claim to be reopened and attached proof that I did infact email GNC and that they offered no solution to me.

The FedEx picture is not proof of any sort of delivery for a few reasons: the box shown in the picture is far too small to possibly contain all the items I had even ordered(various large protein powder containers), it doesn't even show a house number on the supposed house they delivered it to, and finally it doesn't prove a complete delivery- it doesn't show anyone physically received that package ever.

I still have no resolution with this company. I am just seeking a refund at this point as I no longer wish to do business of any sort with GNC.
Business Response
Date: 08/03/2024
We hope this message finds you well.
Thank you for reaching out regarding the delivery of your recent order, ************. We understand how important it is to resolve such matters promptly, and we genuinely regret that we have not met your expectations in this case.
After thoroughly reviewing the tracking details for each package, we can confirm that all three packages were delivered without any issues or exceptions. The tracking information shows that each package was successfully delivered according to the shipping records. Below, you will find the tracking details for each:
-********************** (USPS) - Delivered - Grandview, WA 98930 - April 29, 2024, 3:09 pm.
-********************** (USPS) - Delivered - Grandview, WA 98930 - April 27, 2024, 3:08 pm.
-********************** (USPS) - Delivered - Grandview, WA 98930 - April 27, 2024, 3:07 pm.
According to this, unfortunately, we are unable to take further action on this matter from our end. We understand this is not the outcome you were hoping for, and we are genuinely sorry for any inconvenience this situation may have caused.
If you have any additional questions or if there’s anything else we can assist you with, please feel free to reach out. We appreciate your understanding in this matter.

Live Well,
GNC Customer Service Department
Customer Answer
Date: 08/05/2024
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.
The package I did not receive does not have proof of delivery. A tracking number is not proof of a successful delivery. No one was physically handed the package over, I never received that package.

Regards,

****** *******
Initial Complaint
Date:08/01/2024
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.
Hello,

My order number is ************. I did not receive my order and the merchant denied to send me a refund because I contacted too late. But I actually contacted them before but as it turned out it was not right email I was told by an agent.
Business Response
Date: 08/03/2024
We hope this message finds you well.
We are reaching out to express our sincere apologies for the frustration and inconvenience you’ve experienced regarding your order placed on August 17, 2023, under the number ************. We understand how important it is to resolve such matters promptly, and we genuinely regret that we have not met your expectations in this case.
After reviewing the details of your complaint, we see that you initially contacted us in April 2024 about not receiving your order. When you reached out again on August 1, 2024, we informed you that due to the extended time elapsed since the original order, our ability to address the issue was limited. Our system and policies generally restrict us to a 30-day window for handling such matters, and unfortunately, this timeframe has long passed.
We understand this situation may be frustrating, and we genuinely appreciate your feedback. Please be assured that your concerns are valuable to us, and we are committed to using this information to improve our processes.
If there is anything else we can assist with or if you have any further questions, please feel free to reach out.
Live Well,
GNC Customer Service Department
Initial Complaint
Date:07/23/2024
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.
I needed more vitamins and the GNC store I originally purchased them at was out of them so I ordered them online needing them as soon as possible. I purchased the pro package because of the expedited shipping making my package arrive sooner. I placed the order Thursday evening anticipating expedited shipping them to be here by Monday. When they did not ship and there was no tracking information on the app I called GNC and they told me that expedited meant two to three business days and by my calculations that would put Tuesday delivery at the latest. I still could not get the tracking information on the website to connect with any information so I reached out to USPS as I was told they were the carrier. USPS show that the package wasn't even picked up until Saturday and that it was still in transit as of Tuesday and would not arrive on Tuesday. I then called GNC's customer Caroline and was told there was nothing to be done I talked to an Eduardo and he repeatedly stated to me up to four times what GNC's expedited shipping protocol was. I explained to him that his explanation was not solving my issue and could he contact or put me in contact with someone else who could help me rectify this. At this request all he would do was repeat GNC's shipping policy over and over. I explained I only purchased the pro package to get faster shipping and I did not want it I was told it was non-refundable I also asked if I could just cancel the order because I was going to have to purchase it somewhere else I could not wait any longer and was told that I could return the shipment once it arrived if I paid with a credit card I could return to a store however I paid with PayPal so I would have to return everything via USPS or shipper of my choice but I would have to pay the return shipping charges. I dont feel GNC accurately represents its shipping protocols expedited shipping should not take 5 days to arrive especially when the it's so close geographically. I want a complete refund
Business Response
Date: 08/06/2024
Greetings from GNC customer service.
We sincerely apologize for any inconvenience you experienced with your recent order, number ************. We will take a look at the details to share accurate information.
After reviewing your case, we found that your order was placed on the night of July 18th, 2024, and the allocation process began on July 19th, 2024. As our shipping timeframe is 2-3 business days, your order was delivered within this period, specifically on July 24th, 2024. Please note that weekends are not considered business days.
To track your order, you can use USPS tracking number **********************.
We understand how important it is for you to receive your vitamins promptly. Your feedback is invaluable to us as we continually strive to improve our services. As a token of our appreciation and to make up for any inconvenience, we have credited your account with enough points to reach 750 points, equivalent to $25 in rewards. You can use these rewards towards your next purchase.
We hope this resolution is satisfactory and meets your expectations. Thank you for your understanding and for being a valued GNC customer.
Initial Complaint
Date:06/03/2024
Type:Product Issues
Status:
UnresolvedMore 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: 1/10/2024
Order Number: ************

I tried to return this order after I received the order, however none of the stores I stopped by saying they will take returns as they are franchised!! I went to the one on Rosemead Blvd, the one in Temple City, Arcadia, Monterey Park. All the store were telling me the same thing!! I tried to call GNC customer service and was hold about an hour and no one pick up the call!! I think it is false advertising on this and the reason why I want to return in store because I will not need to pay returned shipping fees!!

Their returned policy is printed very clearly on their website as follow:

IN-STORE RETURNS
If you're not completely happy with a purchase, just return it to any GNC store in the U.S. within 30 days from delivery or pick up for a full refund. To find the closest store, use our store locator.
Business Response
Date: 06/21/2024
Dear ****,

Thank you for contacting us.

We apologise that you were unable to return your order to our shop.

We tried to contact you but it was not possible. We would like to inform you that although the return time of our order has passed, you can still go to our shops to return your order; however, we would like to have the address of the store to which you are going to return your order in order to communicate with them and avoid any inconvenience.

Also, if you wish, you can return by mail; however, it is not possible to cover the shipping charge, and the option we would have to refund you once the package reaches us would be by e-gift card, since due to the time, the system does not allow us to refund to the payment method you originally used.
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: 06/22/2024
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 tried to go many stores on GNC store locator, all of them saying they are franchised and will not accept any returns. I would like to go to Rosemead Square: 3578 Rosemead Blvd, Rosemead, CA 91770
i think it is false advertising saying can return to any store and now need to communicate with the specific store to arrange the return!! Also original refund will not be offer but an e-gift card!! Because of this incident I will never buy GNC again due to their unclear and false policy! I tried to call the corporate and was hold over an hour!! I would like to return the products to the above mentioned store and want to refund to my original payment method!!

Regards,

**** *****
Initial Complaint
Date:05/27/2024
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 have ordered things online to GNC STORE LOCATION
418 Balltown Rd, niskayuna NY 12304
Multiple times they have closed early, or I order items to this LOCATION, then when I get there, item is OUT OF STOCK.
Business Response
Date: 06/21/2024
**** ******

Thank you for contacting us.

We apologise that you have had multiple inconveniences with one of our shops.

We have contacted you, and you confirm that you have already approached another store and made the purchase of the products you want to purchase; however, we would like to inform you that your complaint has been successfully reported.
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:04/29/2024
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.
Over a week ago I ordered products online from GNC. I only received a part of my order. I then contacted a rep through their online chat message expressing my concern about missing items. The rep told me I would be receiving a refund for my missing items. A few days later I got an email from a customer rep of GNC denying my refund. I replied saying I spoke to a Fedex rep and they assured me that only one item was picked. I even attached a screenshot of the delivery that was dropped off indicating clearly 1 package was dropped and showing the box dropped of was not nearly big enough to fit all of my purchase. Just today, 4/29/24, the same customer rep for GNC once again denied responsibility and refused my refund even with proof my items were not delivered. I wrote back this time showing a screenshot fedex update stating my items were returned to the shipper, the box with the part of my shipment enclosed to show there was no possible way anything else could fit. Over a week now and no refund and none of my missing items have been received, and not a single apology or any way showing that GNC will make things right. This is very frustrating knowing that GNC is ok keeping customers money without receiving their full purchases. This will always be reminder to never shop at a GNC again. GNC, DO THE RIGHT THING.
Business Response
Date: 05/22/2024
On 5/3 the customer was refunded for the orders he stated he did not receive. The issue was resolved.
Customer Answer
Date: 05/22/2024

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:04/24/2024
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have undescribed from GNC two maybe three times, and I have received this email a fourth time. It's super annoying and now question what first 2-3 unsubscribe links I clicked on.
Please help with this concern.
Customer Answer
Date: 04/24/2024
On April 23rd I requested a 2 or 3rd unsubscribe, yet today I got yet another email 3/4 from this organization. What did I click on all the other previous times that they emailed me?

This is annoying.

***** ************ ***********
**************
*** ** **** ****
Customer Answer
Date: 04/26/2024
Email #1:
I have got yet another email today 4/26/2024, this morning after putting in 3 to 4 unsubscribe email requests.
----------------------------------------------------------------------
Email #2:
Just checked email and noticed I got another one yesterday also, so one on 4/25, and today 4/26 after multiple requests for unsubscribe declaration through "unsubscribe" button and links.

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