Complaints

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

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  General Nutrition Centers, Inc.

  300 6th Ave Pittsburgh, PA 15222-2514

• 

  General Nutrition Centers, Inc.

  530 Smithfield St Pittsburgh, PA 15222-2215

• 

  General Nutrition Centers, Inc.

  380 Route 18 Monaca, PA 15061

• 

  General Nutrition Centers, Inc.

  2050 Greengate Center Cir Space #2 Greenburg, PA 15601

• 

  General Nutrition Centers, Inc.

  507 Towne Way Pittsburgh, PA 15227

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:04/18/2024

  Type:Sales and Advertising 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.

  GNC is offering email promotions that you cannot access once you get to the store. This is a shady business practice because you go to the store based on a promotion and then when you get there it's extremely difficult to get it. This has happened several times this year already and it's only April. In January I went into GNC to get the $10 off promotion that I was recieving for New Years. The clerk told me that she can't get it, "it's not letting her" and she wanted to see how she can save me money somewhere else, by trying to get me to sign up for something. I told her no I want the promotion in the email. After a long time, she finally was able to give me the $10 off. I went in Feburary and the clerk Hannah, did not give me the promotion at all. She did everything to get rid of me and nothing to be helpful. I went early March and spoke to the manager about how much trouble I have when I try to recieve the promotions. I was in there a good while but she allowed me to get the $5 promotion that I couldn't get with Hannah and also stated that I have $5 for the next time I come. So I go again in April. I WAS IN THE STORE AN HOUR! Luke helped me and he was an amazing employee! He called the manager and called customer service and did everything he could to get the promotion for me. He was able to apply it after calling customer service. But an hour to get $5 is not really worth it, especially considering the other times I've had to wait. This is bad business practice on GNC's part and it's false advertising if I go to the store with a promotion and I cannot get it. The only reason I have gotten it 3 of the 4 times is because I was persistent. I have been a customer at GNC for more than a decade, I think it's unfair to be lured to the store with a coupon then when you get there, you can't simply use it. It seems like a tactic to get you into the store and have you pay without the promo. What I ususally buy is sold at Walmart now, why even be a GNC customer anymore?

• Initial Complaint

  Date:04/16/2024

  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.

  Order Number: ************ is the most current of multiple orders placed with GNC online where a fake tracking number is provided and order never ships. This order was placed on 4/5/2024 and today is 4/16/2024. After multiple calls to customer service including a re-ship I finally blew a gasket on the rep today who refused to acknowledge that this was the 2nd re-ship attempt. Kept repeating my first name and restating incorrect information instead of listening to me. I have wasted so much time giving the same information and hearing incorrect and untruthful information from the reps that it was just too much to deal with. Both stores that labels were supposedly shipped out of did not have the order and although CS said that they called the store. Both stores with both shipping attempts said that they were never reached out to. The reps absolutely refuse to put a manager on. Promises a call back that never happens. Although this order like a few others (some deliver) will end in cancellation. The bigger picture here is why does GNC ignore the horrible customer service and absolutely have no interest in their customers. I am sick of it and want to know what makes it okay for you to take my money and waste my time. The standard response on BBB and is sorry your item didn't ship or some other canned response. Why operate in business when there is zero effort? I have stores all around me but some store that is closing and could care less has been assigned the order online.

  Business Response

  Date: 04/16/2024

  Dear *****,
  
  Thank you for reaching out to us.
  
  We hope this email finds you well. We would like to inform you that we have received your complaint through the Better Business Bureau regarding your order #************, which has not yet been received.
  
  Upon reviewing the information regarding your order. According to the information provided by the carrier, your package was not scanned and because of that, it was not shipped as expected. Considering the duration it has remained in this status, coupled with insufficient inventory, we have processed a refund of $47.98 with confirmation number **********. This refund can take from 2 to 5 business days to be reflected, as your original payment method was a credit card.
  
  Furthermore, as an apology for the inconvenience caused, we have added 600 points to your GNC account. These points are equivalent to $20 and can be redeemed towards your future purchases either in-store or online.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding in this matter. If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Live Well,
  
  Valeria
  GNC Customer Service

  Customer Answer

  Date: 04/17/2024

  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.
  

  A refund is the normal recourse for this repeated issue which is the point.  The store confirmed common knowledge that carriers pick up daily.  So, the issue is in fact not a carrier's fault but simply that GNC does not hold stores accountable for not fulfilling an order.  A false label is created that is unknown to the store.   I contacted the store directly.  They have no record of the order or the tracking label.  This occurred repeatedly.  Customer Service does not even in fact contact the store as they pretend to do when called. Refunding my money is not a resolution but in fact the obvious next steps for GNC failing to fulfill my order.  I would like the public to be informed of this insult to GNC customers and unfair assignment of blame on carriers for GNC not fulfilling orders.

  1) GNC needs to apologize for wasting my time and for failing to provide an online service that they offer on the web site.  The contact that reached out to me confirmed that the item is in low stock or not available and they are unable to ship. 

  2) GNC needs to remove the offer to purchase these items as this has happened repeatedly.

  3) GNC needs better logic built into their online fulfilment allocation to choose fulfilment locations that have the item in stock.  This referenced item is in stock close to my home, yet they are bombarding a closing store in another state to fill the order when they don't even have this item.

  All of these statements have been confirmed with the carrier and store.  Yet the responses from GNC continue to unfairly blame carriers!  STOP!

  Regards,
  

  ***** *****

  Business Response

  Date: 04/25/2024

  Dear *****,
  
  We sincerely apologize for any inconvenience this may have caused. Providing you with the best possible experience is our priority.
  
  After a thorough review of your case and previous interactions, We have found that there was a misunderstanding regarding the store you contacted. We can confirm that you reached out to a different location. You contacted the store located at 1812 Jonesboro Road, Mcdonough, GA 30253 US, while your order was being fulfilled by the store at 934 E Ga-81, Mcdonough, GA 30252 US.
  
  Regarding the shipping information, we assure you that the details provided to you are entirely accurate. The most recent update with your package is that it was not picked up by the carrier. Therefore, we processed a refund for your order as it was not going to be delivered. As an apology, we have also credited 600 points to your GNC account, equivalent to a $20 reward. However, due to this misunderstanding, we have added another 150 points to your account. 
  
  Once again, we apologize for any inconvenience caused. If you have any further inquiries or require assistance, please do not hesitate to reach out to us.

  Customer Answer

  Date: 04/25/2024

  
  
  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.  I did contact both locations and have experienced the same issue in the past.  Thank you for the credit, I took advantage and have since had a successful order and delivery of the same item.  While that was great, the issue of tracking being provided that result in non-delivery and the store responsible for shipments stating that they were not contacted by customer services is a valid and ongoing challenge.  With the limited help from customer service.  I request that along with my resolution, online fulfilment and customer service as a whole be revisited and improved by GNC.  Reaching out to BBB has been way more effort than I and many others truly have time for.  Much appreciated.
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/05/2024

  Type:Sales and Advertising 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.

  GNC CLEARLY states during one of it's promotions "BUY 2 GET ONE FREE" and that is ALL it say. I bought, therefore I should have received 2 free bottle of a necessary dietary supplement. Instead, I received 4 bottles. When questioned, the customer service representative state that in order to get the 2 free, I would have had to place the order for SIX (6) bottles in order to get two free bottles. Their promotion is stated incorrectly and the customer is paying a steep price for their misrepresentation. If I indeed needed to order six bottles of the supplement in order to receive 2 f free it should be clearly stated that that is what is necessary. Nowhere does it indicate this. Instead, it is a simple "buy 2, get one free." My interpretation, as would be anyone's be, it that if I buy purchase 2, I get one free; if I purchase another 2, I get one free. That amounts to 6 total bottles delivered. What they in fact did was send ONE free, then charge full price for another bottle. This goes against everything a company is supposed to do: stand by EXACTLY what their website says explicitly. Since they did not say anything of the sort, I expect that for every two bottles I order, I would receive 1 free. That is fraudulent advertising and should be illegal if it is not already. Their attempt at correcting this was to offer a gift card for 30.98 which would enable me to purchase ONE bottle plus pay for shipping; that still DOES NOT provide that extra free bottle that is promised on their own website.I expect to receive 2 free bottles. It is fraud. Since the promotion used is no longer offered, I cannot upload a copy of their page.

• Initial Complaint

  Date:03/27/2024

  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.

  I ordered from GNC online and they mailed me expired pre workout. This is now the second time they pulled this because they refuse to remove expired products from their shelf, or bother to look when packaging the item. This On my way! Wax so bad it was basically rocks inside there no way they didn’t notice while handling it. Then I wax told I now need to wait for an investigation to be completed before they will advise me if I’m eligible for a refund, I provided photos which included a lot number and I should not have to wait for your internal investigation you can do that on your own time and refund me and or take your expired nasty product back. I feel bad for all the people that are unknowingly buying this and consuming this they did nothing to correct this issue several months ago so clearly they prefer to try and make money on these instead of discarding them

  Business Response

  Date: 03/27/2024

  Dear ********,
  
  Thank you for reaching out to us.
  
  We hope this email finds you well. We want to acknowledge the receipt of your complaint through the Better Business Bureau (BBB) regarding the inconvenience presented with your order number ************, specifically concerning the receipt of the expired product, Sway Fitness Pre-Workout - Sex on the Peach (25 Servings).
  
  Please accept our sincerest apologies for any inconvenience this issue has caused you. In response to your complaint, we have processed a refund of $24.99 to your original payment method, which may take 1 to 5 business days to reflect in your account. Additionally, we have reinstated the 450 points used for this purchase.
  
  We understand that this is the third occurrence of such an inconvenience since your initial purchase of this product on December 23rd, 2023 at the store. As a result, we are conducting an internal investigation as the products share the same lot number and expiration date. We appreciate you bringing this matter to our attention.
  
  As an apology, we have credited 300 points to your account, equivalent to a $10 reward that can be used for in-store or online purchases.
  
  If you have any questions regarding this or any other matter, please reply to this email.
   
  
  Live Well,
  
  Valeria
  GNC Customer Service

  Customer Answer

  Date: 03/28/2024

  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 do not accept the response the business made by the business it has NOT resolved my issue.  I still am NOT able to get on my account whatsoever since they merged my email, I cannot see my points they state they added I have no access.  Also the product I need they advised me not to purchase it again in case the warehouse sends me a bad product again.  Instead of GNC representative taking her time to locate a non expired product from one of their warehouses and resent it out to me I was told I can drive around to different stores to see if they have it there the one I want.  Mind you this also happened in December on the same product and I was reassured at that time that they would remove them from their shelves and I was told to wait a month before purchasing it again to assure not getting another expired product so I waited THREE more months to be extra sure they would be off the shelf by then and nope they sent me the same garbage they sent the last time because NOTHING was ever done.  Also I advised the stores by me didnt have it, I was told by GNC the product isnt discontinued so I feel they could do more to find me bottles that are not expired and get them to me expedited but no they rather offer for me to drive around and see if I can find any. 
   
  
  Regards,
  
  
  
  ******** **********

• Initial Complaint

  Date:03/21/2024

  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.

  I have ordered online on GNC.com to buy their products Date of transaction: Mar 12, 2024 . once I received I found out that one of the item is expired.I sent the email to customer service , they wanted the picture and I sent all of the information. But no reply after multiple follow up email.
  
  I tried to return local store , but they did not accepted. Right now I don't have option other than filed the complaint.
  
  The item which is expired cost is $20

  Business Response

  Date: 03/21/2024

  Dear ********
   
  We hope this email finds you well.
  
  Receive our most since apologies for the experience you had with the order ************ by receiving the LIT™ Pre-Workout - Orange Mango (15 Servings) expired. This is not the experience that we want to provide you.
  
  We were able to confirm that a refund has been successfully processed with confirmation number *********** The funds can be reflected in to your account in up to 5 business days if you used a credit card and f a debit card was used, the estimated time frame is up to 10 business days taking into account the policies set for your financial institution. 
  
  As an apology for the situation, we also added 300 points to your account. Your current balance is 500 points that can be used on your future purchases. 
  
  It is always a pleasure to assist you. Please feel free to get in contact with us if you have any other questions or concerns.
  
  Ways to contact GNC customer service:
  
  1. Email: [email protected].
  2. Phone:1-877-462-4700.
  3. Chat.
   
  
  Live Well,
  
  GNC Customer Service Manager 
  Joice

  Customer Answer

  Date: 03/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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:03/20/2024

  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.

  My order number is ************, I have been told by this business that my order was refunded but it still hasn't been. It was an order showing delivered but never was so they said was lost. I would like this fixed please.

  Business Response

  Date: 03/20/2024

  Dear ********,
  
  Thank you for taking the time to contact GNC.
  
  We are sorry to hear that you have not received your refund yet. 
  
  We would need to inform you that the refund processed on Feb 29, 2024, for the order you didn't receive was canceled. We noticed that there was an error in the system, causing its rejection. 
  
  We tried to get ahold of you via phone to discuss the BBB you placed recently; however, we were unable to.
  
  It is crucial to note that in order to properly assist you with the order refund, we would like to offer you an e-gift card for the full order amount. If, on the other hand, you would prefer a refund to the original payment method you used, we will need to escalate the matter to the responsible department so they can verify whether the money can be reversed manually.
  
  Please let us know what option you prefer.
  
  Case Number:********
   
  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 

• Initial Complaint

  Date:03/18/2024

  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 originally tried to buy bogo vanilla and chocolate 25 gram protein shakes. Purchase one at $4 and get one free. I went to the store and they did not have any product. I had them cross reference all stores in Virginia. No stores had it. Called customer support and they said to go back to the store and purchase thru warehouse and have it delivered to my home. I did. Half the order arrived via Fed Ex three days later. The choc. Was cancelled because of out of stock. They refunded only half of what was owed that did not ship. A couple days later I called customer support and they said half my order was cancelled because the product was out of stock. I asked if it was in stock now and they said yes. I went immediately to the store 10 minutes from home and purchased again. 10 days later I find the order was cancelled again because of out of stock issue again. They charged my card 3/11/24 48.00.and charged me again 3/18/24 12.12 twice and refunded me the same 12.12 twice. So to my account they still owe me73.72. The whole advertisement was a shame that you could only buy two in store only, that had NO stock anywhere. When you tried to order the deal online there was a 39.95 shipping fee. I was not meant to get part of the first order. I found the loophole to be able to become a member and order in store and have shipped to my home. I want the additional 8 cases of chocolate shakes I ordered and to fix the miscalculations in my bank account. I have contacted customer support 3x and they have told me the product was out of stock, they no longer carry the product, and I was only supposed to be able to order two at a time and would of been charged the 39.95. This was a marketing scam.

  Business Response

  Date: 03/21/2024

  I hope this email finds you well.
  After thorough investigation of the case, we contacted the customer to apologize for the inconvenience and offered a solution to rectify the situation. We have proposed placing an order for a similar product to the one originally requested by the customer. Additionally, we have ensured that the discounts they were previously enjoying on their purchases have been honored, maintaining their satisfaction.The order was placed and the customer accepted this resolution.
  We have also offered a follow-up service to the customer, ensuring that they are informed and supported throughout the stipulated refund timeline, guaranteeing the prompt return of their funds.
  We will be contacting the customer to check the reversal process of the money he paid for the orders that were cancelled, and will offer the adequate resolution in case he has not. 
  Thank you for your attention to this matter.

  Case Number: ********
  
  
  Live Well,
  
  GNC Customer Service 
  Sofia

• Initial Complaint

  Date:03/16/2024

  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.

  The shipped the wrong items and are not responding to how to return and how to get the correct items shipped to me since i paid for them

  Business Response

  Date: 03/18/2024

  Dear ***,
   
  Thank you for taking the time to contact GNC. We hope this email finds you well.
  
  Receive our most sincere apologies for the situation you have faced with your order ************. This is not the experience that we want to offer you.
  
  We were able to confirm on the provided picture that just as you stated, the wrong flavor was received and for this reason, we have successfully processed a reshipment for you at no cost with the confirmation number ************, this replacement is processed with expedited shipment which can take up to 4 business days to be delivered.
  
  Regarding the Creamy Crisp protein bars that you received, as an apology for the situation you can keep them and dispose of them as you prefer. We appreciate your patience in this matter and for taking the time to bring this situation to our attention. 
  
  It is always a pleasure to assist you. Please feel free to get in contact with us if you have any other questions or concerns.
  
  Ways to contact GNC customer service:
  
  1. Email: ****************@******.com.
  2. Phone:###-###-####.
  3. Chat.
  
   
  Live Well,
  
  GNC Customer Service Manager 
  Joice

  Customer Answer

  Date: 03/19/2024

  
  
  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:03/14/2024

  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.

  On 3/12/2024, my 8 year old Son was shopping with some family friends. They were shopping in several stores in the Rockingham Mall located in Salem, NH. They had stopped at Dicks Sporting Goods, where the family friend purchased Prime Hydration Drinks for the kids, including my son. The group then made their way to the GNC in the mall, where they did some more shopping and then left to go to Sephora. While in Sephora, a representative from GNC walked up to my 8 year old son, and asked him if he planned to pay for the Prime in his hand. The family friend stepped in, produced the receipt from Dicks and the GNC representative left. This was embarrassing and scary to my son. I would like someone to contact me immediately.

  Business Response

  Date: 03/14/2024

  Dear *****,
  
  Greetings from GNC customer service. 
  
  We are sorry for the experience you had with one of our store associates. Your safety and satisfaction is the most important for us.
  
  We would like to confirm that all the details of the inconvenience were documented for further review and proper investigation in our internal team side. In addition, we contacted you to validate this information as the district manager Ian who informed that you were looking for a discussion with the associate in question. The District Manager also mentioned that will set up a time to meet.
  
  Again, please accept our apologies for the inconvenience this may have caused you, and we truly appreciate you bringing this to our attention. Your feedback is invaluable to us as it allows us to identify areas for improvement.
  
  Case Number: ********
  
  If you have any more questions or comments, please do not hesitate to reply to this email.
  
  Live Well,
  
  Camilo
  GNC Customer Service

• Initial Complaint

  Date:03/12/2024

  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.

  On 3/12/2024 I called in and talked to Laura who told me that my original routine would not be honored even though they could see that my routine was set up at a lower price. When I call in the month prior this was explained and then denied. I asked to speak to a supervisor who eventually was able to get onto the phone with my by the name of Yojan who placed me on hold while he looked into the situation. I was told by Yojan that it was only for a promotion to the point and then he had me send him a picture which will be attached to this complaint. When I signed up for this routine it was done under a price of $20.24 and at that time I choose to make it a routine. Last month when I was charge this I called and sent a picture through chat and they were able to fix it. But this time even after Yojan had text me and asked for the picture and was able to verify what I was saying, he still denied to make it right. All I am trying to do is fix this problem that and fix the price of my routine.

  Business Response

  Date: 03/13/2024

  Dear ****,
  
  Thank you for contacting us. 
   
  We are sorry to hear you were charged more for your routine order. 
  
  After our call we were able to validate that on our terms and conditions on the website we have that by specifying that the pricing for recurring orders reflects a ten percent discount off the current product price at the time of processing, except for certain promotional pricing like BOGOs or Cyber Monday deals, you're ensuring clarity for your customers. This clarity helps manage expectations and ensures transparency in your pricing structure.
  
  As a one time courtesy due to the inconvenience we honor the price you paid originally for the item on the last order from March for a total amount of $20.24, you will have the money back in 1-5 business days if paid with a credit card and 1-10 if you pay with a debit card. 
  
  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: 03/14/2024

  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.
  
  GNC’s response directly conflict with the screen shot provided. It also goes against their terms and conditions which states “Make It a Routine and Save is not available on gnc.com on Cyber Monday and Cyber Tuesday. Recurring order pricing will reflect ten percent off the then current product price at the time the order is processed, excluding certain promotional pricing, including but not limited to, BOGOs, Cyber Monday, Cyber Tuesday or any multiple-item discount. These promotions cannot be combined with the Make It a Routine and Save program.”
  If it was not able to be combined with bogo or another promotion per their terms then their price when making it a routine would and should reflect the price that they are stating. And could not be part of some promotion as they are stating.

  
  **** *****

  Business Response

  Date: 03/21/2024

  Dear ****,
  
  Thank you for contacting us. 
   
  We apologize that the resolution provided was not satisfactory.
  
  Considering the information on our website regarding our terms and conditions, it can be understood that if a customer has a routine and the product is at a special price, this routine will be processed with this price as long as the discount is active.
  
  We do have exceptions with routines; however, it is only when we encounter active Cyber Monday or Cyber Tuesday promotions.
  
  If the product contains a buy one, get 1 free or buy two, get 1 free discount, the promotion will be applied to the order along with the 10% discount you get with routine, as long as the terms of the active promotion are met. Otherwise, the price you will be charged on the order will be the 10% discount you get on the product along with the routine. 

  
  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: 03/22/2024

  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 feel like GNC and the representative is mishandling this. In the picture I provided you can clearly see what the picture states the price would be moving forward. No other item was scheduled to be in a routine to grant a lower like they are describing. Upon going through their terms and conditions for routines it states “Recurring order pricing will reflect ten percent off the then current product price at the time the order is processed, excluding certain promotional pricing, including but not limited to, BOGOs, Cyber Monday, Cyber Tuesday or any multiple-item discount. These promotions cannot be combined with the Make It a Routine and Save program”. Which contradicts the last two paragraphs of their response. For this I believe that GNC is going back on their promised price according to the picture that I submitted and vs the price they are now trying to charge me for this product. 
  
  
  
  Regards,
  
  
  
  **** *****

  Business Response

  Date: 04/03/2024

  
  Dear ****,
  
  Thank you for contacting us. 
   
  Thank you so much for taking the time to contact us in regards of your current GNC Routines subscription.
  
  We would like to inform you that we were able to confirm that your Routine is still active and the order ************ is currently in process, we will make sure to manually adjust the price once the order is invoiced, and this will be reflected in your account as a refund in up to 5 business days, depending on the policies set by your financial institution.
  
  It is important to state that for future orders processed under your GNC Routines subscription, if there are no additional discounts applicable, such as the BOGO, it will be processed at the price that is public on our website, which currently is $40.49 per unit. If there are additional promotions that can be applied to your Routine order, you will see it directly on the product profile and validate if your subscription is complying with the conditions to take advantage of those additional advantages.
  
  Your next order is scheduled to be processed on May 3 and we will not create an adjustment for this one taking into accoumnt the explained policy. We must state that on our terms and conditions is public that the Routine orders cannot be combined with any other promotion unless they meet the conditions to be applied.
  
  It is always a pleasure to assist you. Please feel free to get in contact with us if you have any other questions or concerns.
  
  Ways to contact GNC customer service:
  
  1. Email: ****************@******.com.
  2. Phone:###-###-####.
  3. Chat.
  
  Sincerely,
  The GNC Customer Service Department 

  Customer Answer

  Date: 04/03/2024

  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.
  
  GNC is not concerned with their own terms and conditions or the price that was quoted when this was set up. Especially since their terms and conditions state “You agree to charges for products based on the frequency selected. Make It a Routine and Save orders will be in effect indefinitely from the date the first order is processed, unless canceled.” When I signed up I signed up for the price of $20.49 as pictured. This seems like a bait and switch tactics to get me to sign up under this cheaper price to then doubling the price and telling me to deal with it. Even though their terms and conditions says that the price I received shouldn’t have happened. But they provided no explanation as to how this happened other than how it should not have happened.

  
  
  
  Regards,
  
  
  
  **** *****