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.

close

Find a Location

General Nutrition Centers, Inc. has 254 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  General Nutrition Centers, Inc.

  300 6th Ave Pittsburgh, PA 15222-2514

• 

  General Nutrition Centers, Inc.

  96 Highlands Mall Natrona Heights, PA 15065-1972

• 

  General Nutrition Centers, Inc.

  2765 Market St Warren, PA 16365-5215

• 

  General Nutrition Centers, Inc.

  1969 Greentree Rd Pittsburgh, PA 15220

• 

  General Nutrition Centers, Inc.

  1023 W View Park Dr Pittsburgh, PA 15229-1772

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/08/2024

  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.

  Company: GNC
  Order #************
  Transaction Date: March 1, 2024
  Amount: 110.09
  Carrier: GLS-US
  Tracking# ****************
  
  I am writing to seek your assistance regarding a delivery issue that has remained unresolved, involving GLS-US as the delivery service and GNC as the merchant. Despite my efforts to address the matter with both parties, I have encountered a lack of cooperation and resolution.
  
  On March 6, 2024, a package I was expecting was erroneously marked as "delivered" in the tracking system. However, upon not receiving the package, I promptly verified this discrepancy by reviewing footage from my home security cameras as well as community surveillance, which confirmed that the delivery vehicle did not appear in my vicinity at the purported time of delivery.
  
  Following this discovery, I contacted GLS-US to report the situation. They acknowledged the error, indicating that the package had been delivered to an incorrect address, and assured me they would attempt to retrieve the package within a 48-hour window. Unfortunately, I have yet to receive any further communication from them, leading me to believe that their efforts to resolve the issue have been unsuccessful.
  
  In seeking resolution, I also reached out to GNC, the supplier of the goods, requesting either a replacement for the undelivered item or a refund. My request was declined on the basis that the package status was marked as "delivered" by the courier service. Their refusal to offer a satisfactory solution, despite the evidence presented, I find to be not only unsatisfactory but also unethical.
  
  In light of these circumstances, I have initiated a dispute with my credit card company in an attempt to recover the lost funds. However, I believe the conduct exhibited by GNC, in particular, warrants further attention. Thus, I am turning to the Better Business Bureau to seek your assistance in mediating this issue.
  
  I appreciate your attention to this matter and look forward to any assistance from you.

  Business Response

  Date: 03/19/2024

  Dear ****,
  
  Thank you for taking the time to contact GNC.
  
  We apologize for the inconvenience presented with your previous order. 
  
  This email is in response to your BBB, as we can confirm that for the order ************ a refund has been successfully processed on 03/09/2024 to your original payment method. 
  
  As a result of the inconveniences, we submitted a $5 e-gift card that you can use on future purchases. You will receive a separated email with the details of the same. 
  
  Do not hesitate to reply to this email if you need any further assistance. 
  
  Ways to contact GNC customer service:
  
  1. Email: ****************@******.com.
  2. Phone:###-###-####.
  3. Chat.

  Sincerely,

  The GNC Customer Service Department 

   

• Initial Complaint

  Date:03/06/2024

  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.

  I received a package that was sent from GNC for supplements and when I opened the package the supplements that I paid for were missing from the package. I contacted GNC and was informed that my package was delivered and there was nothing they were willing to do about the items missing.

  Business Response

  Date: 03/11/2024

  Dear *****,

  Greetings from GNC customer service.
  
  We would like to apologize for the inconvenience related to the missing items on your order. We always want to offer the best resolution.
  
  This email is to confirm that a new shipment was processed for the items Peformix SST V3X, 60 capsules, and MuscleTech VitalGenixT10 Male Vitality Formula*, 180 capsules. This is because you indicated those were missing on the package received from your order ************.
  
  The new order number is ************. You can check the package updates using the following tracking number on FedEx: ************. You can also click HERE. 
  
  Again, please accept our apology for any problems this may have caused. If you have any further questions, do not hesitate to reply to this email.
  
  Live Well,
  
  Camilo
  GNC Customer Service

  Customer Answer

  Date: 03/12/2024

  
  
  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:02/23/2024

  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 received a coupon for $10 off any item in store or online, no matter what I bought. I went to the store and, as usual, most things were out of stock. Three other people came in after me who also couldn't buy anything because GNC never keeps stores in stock.
  
  I was about to purchase two vitamins bogo but the coupon wouldn't work. I called GNC and spoke to Sebastian. At this point I left the store. He apologized and said he'd send me a $15 coupon as a gesture of apology. I asked him to do it while on the phone and he said it takes 15 minutes for it to arrive after we hang up. It's 2 hours later, it never came. He lied. I also asked to speak with a supervisor and he said he was busy. I accomplished nothing by wasting time on this CSR.
  
  I just tried to call again and the phone loops over and over to the automated system who can't do anything, including get me connected to a CSR. I tried to chat online and it says no one is available because they're open 9am-9pm EST. It's 8 pm EST.
  
  Clearly, GNC is going out of business and that's for the best.
  
  But I've wasted hours and hours trying to get help or make a purchase. What a way to run a business.

  Business Response

  Date: 02/26/2024

  Dear *****,
  
  Thank you for reaching out to us.
  We attempted to contact you twice but did not receive a response.
  
  We would like to inform you that we have received your complaint through the Better Business Bureau. We apologize for the inconvenience you experienced when you visited the store and were unable to redeem your coupon due to the low stock of the products. We also apologize for the negative experience you encountered when contacting our customer service line. Your feedback is valuable to us, and we appreciate you bringing this to our attention.
  
  Upon reviewing our records of previous interactions, we found that on 02/24/2024, a $15.00 gift card was issued to your email address. Could you please check your spam folder and inbox and confirm with a reply to this email if you have received it? If not, could you please verify your email address for us?
  
  Thank you for your patience and cooperation in this matter. We hope to hear from you soon.
  
  Live Well,
  
  Valeria
  GNC Customer Service

  Customer Answer

  Date: 02/28/2024

  
  
  
  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.  Although the call center is impossible to reach and the manager who contacted me after this complaint was filed called me back-to-back within minutes, I did receive the Gift Card to make up for marketing coupon that did not work in the store. But this still doesn't address the issue of not being able to get a hold of anyone at customer support on the phone

  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:02/16/2024

  Type:Customer Service 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.

  2/14/24 my minor daughter and I walked passed the local GNC and saw a posted advertised special for PRIME $1 each no limit. We walked into the store and no rep was available as I look towards back door was open and what looked like a garage door also opened rep putting things from the store in her vehicle. I tell my daughter let’s get a case or two of the PRIME ashen rep finally comes into store, she stands behind register yelling at us “that the sale has ended and that I can’t get a case anyways”, I respond “well it’s advertised”, she responds back yelling from back of store to front “that I was waisting my time because she will refuse service to me and the sale”. I was dumbfounded by her comment, I proceed to go with my phone and say let me record what you are telling me. Rep starts f***king out saying “she has mental health issues and I’m causing her a panic attack”. She then tells me it’s illegal to film in store I say there is no sign posted she says “yeah it’s in back and points me to door” I walk up to the open door and see nothing, she then tells me “go to the bathroom in back it’s there” I responded that I don’t work there and I was not going to the bathroom to see a sign if it’s not posted where I can visibly see it, it’s not illegal. Rep asked me and my daughter to leave the store which we did, I contacted GNC a customer service who was shocked at the t***tment we were receiving but it didn’t end there, Rep locked store, then posted a sign “she was in fear for her safety” at no time were any th***ts made. Rep then proceeded to come out of GNC store repeatedly insulting us, luckily GNC customer service was on my phone speaker to hear it all. The rep/employee seemed like she was high on drugs with her constant eye blinks and dilated pupils, not to mention her erratic behavior. Rep stated her GM Rob E*** advised her to th***ten us with the police. For what I don’t know we had left store. This is the WORST customer service but based on reviews this is common.

  Business Response

  Date: 02/21/2024

  Dear ****,
  
  Thank you for reaching out to us.
  We attempted to contact you twice but did not receive a response. We are reaching out regarding the complaint we received through Better Business Bureau concerning your poor experience at our store, where you received unsatisfactory service from one of our store associates.
  
  We sincerely apologize for the inconvenience you have experienced and for the treatment you received. Providing a bad experience is not reflective of our commitment to customer service.
  
  Please know that your case was escalated previously, and we are actively following up on it. We are committed to addressing your concerns and ensuring a satisfactory resolution.
  
  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: 02/22/2024

  Better Business Bu***u:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I have had several missed calls and voice messages from Valeria at customer service and have attempted to return call to customer service # but unable to ***ch her.

  I was promised a $10 gift card by email on the day of the awful experience and have yet to receive that from customer service. 

  In the meantime, I have spoken with the district manager for AZ Rob E*** and voiced my concerns about everything that transpired during my visit at GNC. He is rectifying the matter by honoring the advertised special and I will complete my purchase on 2/24/24. 
  

   

  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:02/16/2024

  Type:Customer Service 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 tried to purchase an item through the GNC website and pay with Klarna. The item was not available at the GNC in this was after I process my order I then called customer service which number kept disconnecting me. I called a local GNC of where I live to find out what the problem was. I was been given another customer service number, which also kept disconnect me when I was asking for a live agent. The customer service is horrible. I was also charged for a product that wasn’t available when I tried to solve the issue I could not get anyone on the phone I was forced to do a live chat which I didn’t want I want a live person just so you know this number ###-###-#### is not a good number. They claim to be open from 9 AM to 8 PM Eastern standard time which is not true. No one answers the phone. I was also give them this number ###-###-#### which is also a bad number, this company is a mess. They never have anything in stock and they have horrible customer service.

  Business Response

  Date: 02/21/2024

  Dear *******,
  
  Thank you for reaching out to us.
  
  We have attempted to contact you twice but unfortunately did not receive a response.
  
  We would like to inform you that we have received your complaint through Better Business Bureau regarding the charge you received from Klarna that was unable to be processed. We sincerely apologize for any inconvenience this may have caused.
  
  To provide you with better assistance and more details regarding this issue, could you please provide the amount of the charge, the date of the transaction, and the product you attempted to purchase? Additionally, we would like to confirm whether the order was placed using your information or that of a relative.
  
  Furthermore, we apologize for the multiple times you attempted to contact us without receiving a response. We confirm that our customer service line is ###-###-####, and our operating hours are as follows:
  
  9:00 A.M. - 8:00 P.M. Est Monday - Saturday
  9:00 A.M. - 7:00 P.M. Est Sunday
  
  Thank you for your cooperation and understanding. 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: 02/22/2024

  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 call back. The number was still bad response as long as the general public knows not to do business with a GNC in neither will I.

  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:02/07/2024

  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 ordered a product online which required me to enter my email. In two days the have sent me 56 junk/spam emails. They will not stop sending them. 56 Emails in two days is excessive and annoying.

  Business Response

  Date: 02/07/2024

  Dear *******,
  
  Thank you for reaching out to us.
  
  We hope this email finds you well.
  
  We apologize for the inconvenience caused by the excessive emails you have been receiving from GNC. We fully understand how overwhelming this must have been for you, and we assure you that we are taking steps to rectify the situation.
  
  We reviewed your complaint through Better Business Bureau, and please know that your concerns have been taken very seriously. As we discussed previously, we have escalated your account to ensure that you will no longer receive any further emails from our end. This process may take 7 to 10 business days to be completed.
  
  Once again, we apologize for any inconvenience this may have caused, and we appreciate your patience and understanding as we work to resolve this issue.
  
  If you have any questions regarding this or any other matter, please reply to this email.
   
  
  Live Well,
  
  Valeria
  GNC Customer Service

• Initial Complaint

  Date:01/27/2024

  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 placed an order in November for 4 large protein tubs and when I received the package, the small box only contained 1 large tub. The box wouldn’t have even been able to fit the 4 large tubs of protein. I called customer service and they said that everything looked right on their end and they wouldn’t refund or ship missing items and that I should video tape the next delivery. I placed another order in December and again used a lot of my points for the purchase of 4 large tubs and I video taped the delivery and unboxing. Again only 1 tub was included. I went into the store and showed the employee the video and together we called customer service. We were told that the complaint would be accelerated and that the refund should be processed. I received an email the next day that there would be no refund or shipment or missing items. This company is clearly doing this to a lot of people and it is so wrong!!

  Business Response

  Date: 01/31/2024

  Dear *****,
  
  Thank you for reaching out to us.
  
  We hope this email finds you well. 
  
  We have attempted to contact you twice regarding your complaint submitted through the Better Business Bureau, however, we did not receive any response.
  
  Upon reviewing the information on your account, we have confirmed that you reached out to us on 12/28/2023, reporting that you only received 1 out of the 4 GNC AMP Wheybolic - Girl Scout Toast-Yay! (Item #450055) from your order ************ placed on 12/11/2023. Nevertheless, after verifying your records, we could not find any prior report regarding your order ************ placed on 11/14/2023, as mentioned in your complaint.
  
  Could you please share the mentioned video with us so that we can further investigate and provide you with a resolution?
  
  Your cooperation in this matter would be greatly appreciated.
  We look forward to hearing back from you soon.
   
  
  Live Well,
  
  Valeria
  GNC Customer Service

• Initial Complaint

  Date:01/24/2024

  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 looked online at the GNC website to make sure that the local store had the item
  that I was looking for in stock.
  
  I put it in my cart online. I saw in the online checkout that it was in stock. It also said that
  It is Available+10% discount on Pick-Up items so I ordered it In Store Pick up and went in to
  retrieve it. Order#************
  
  I asked the person working there that if I didn't see the 10% discount yet on my order. He said to wait and to call Customer Service and they can straighten it out.
  
  I called Customer Service and spoke with someone who came at me with an attitude saying it no longer works.
  
  If it No Longer Works then DO NOT PUT FALSE ADVERTISING ON YOUR WEBSITE!!! TAKE IT OFF!!!!
  
  For not returning a miserable 10% and for having to deal with employees with attitude I WILL NOT SHOP THERE ANYMORE and I WILL TELL EVERYBODY ON SOCIAL MEDIA WHAT A TERRIBLE RETAIL STORE IT IS TO DEAL WITH!!! I WILL LOOK FOR THE COMPETITION!!!

  Business Response

  Date: 01/24/2024

  Dear ******,
  
  Thank you for reaching out to us.
  
  We sincerely apologize for the inconvenience presented regarding the non-receipt of the 10% discount on your order ************.
  
  We attempted to reach out to you twice regarding your complaint filed with the Better Business Bureau (BBB) concerning the service received and the non-application of the specified discount. Unfortunately, we did not receive a response.
  
  We would like to inform you that, at the moment, we are not offering a 10% discount on orders for in-store pickup. We extend our apologies if the product page displayed this discount when you placed your order. Rest assured, we have rectified the information on our website to prevent any future confusion.
  
  Considering that the discount was displayed at the time of your order placement, as a one-time courtesy, we will honor the 10% discount on your order. You can expect to receive this as a refund to your payment method within 1 to 10 business days, as you used PayPal for the transaction.
  
  We are committed to providing the best assistance to our customers, and we apologize if you feel you did not receive good customer service. We assure you that we will thoroughly review the situation to prevent this from happening again.
  
  
  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: 01/26/2024

  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 Corporate Company GNC just sent their letter that says:

  "We
  would like to inform you that, at the moment, we are not offering a
  10% discount on orders for in-store pickup. We extend our apologies
  if the product page displayed this discount when you placed your
  order. Rest assured, we have rectified the information on our website
  to prevent any future confusion."

  That is TOTALLY FALSE!!!!

  I just tried to order it again from another Local Store on my phone App and was just Offered Again says:  "Available + Save 10% on Pick-Up Items"

  So I went onto the Computer and tried it there and it says: "Available Save 15% with In-Store Pick Up.

  They are Lying and then the next thing that they will say is that it is a misinterpretation!!! 

  That is ALL BOGUS!!!! It Clearly says "Save 15% with In-Store Pick Up".

  Whoever wrote that Bogus Response should be FIRED!!!

  We commoners here in the United States do Business normally and honestly and will no longer support the lies of Corporate America or its Politicians!!!

  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 02/06/2024

  Dear ******,
  
  Thank you for reaching out to us.
  
  We have attempted to reach you at your phone number but have not received a response.
  We apologize once again for the inconvenience caused by the discount not being applied to your order #************ for in-store pickup.
  
  Kindly note that our discounts are applied only if they are available on our website. In this case, as an apology, we will add a 15% discount to your order #************. Previously, we added a 10% discount, so this time we will include an additional 5% discount. You can expect to receive this as a refund to your payment method within 1 to 10 business days, as you used PayPal for the transaction.
  
  We appreciate your understanding, and we apologize again for any inconvenience caused.
  
  If you have any questions regarding this or any other matter, please reply to this email.
  
  Live Well,
  
  Valeria
  GNC Customer Service

• Initial Complaint

  Date:01/02/2024

  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.

  When I went into the Miller Pkwy GNC store in the end of Nov., I had excellent customer service from Dashia, and I actually signed up to be a Pro Rewards member, despite absolutely not being interested in it prior to her talking to me further about it. I received a bday coupon for the remainder of my month of Dec., for $10 in rewards to be loaded to my account with any purchase, good through 12/31/23. I looked at the hours online/website and in google maps, and it said you were open to 6pm at this location on 12/31, so I planned to get there after work. I arrived at 5:15pm, and you were closed, with a paper posted on the door stating "closed early for holiday hours." If there had been ANY notice, I would have had the chance to arrange to come earlier, but everywhere I looked, you were open to 6pm. I called the manager at 3:43pm today, 1/1/24, and he indicated he couldn't do anything to resolve this--I'd have to call Corporate. He provided the #, ###-###-####, and I've been on hold ever since I called him. It's now after 5pm, which is an INSANE hold time, just to resolve a customer service issue that was the business's fault for not posting correct business hours, resulting in customer loss of service. I'm done wasting my life, waiting for decent customer care, so I will now file it through the BBB to get resolution instead. Considering that I've now wasted over 90min. of my life on this, I'm asking for DOUBLE the amount of rewards points, because this is horrible customer care!! Thank you!

  Business Response

  Date: 01/08/2024

  Dear ******,
   
  Thank you for taking the time to contact GNC and for being a Pro Acces member. You are the reason why we strive to provide the best customer experience.
   
  Please accept our sincere apologies for your local GNC store being closed when you went to purchase and take advantage of your $10 birthday reward coupon. You can rest assured knowing that this situation has been successfully documented and will be handled accordingly. 
  
  Since you could not use the special coupon to receive the $10 rewards, and as an apology for this incident, we have added to your account 600 points equivalent to $20 rewards that you can use on your future purchases.
  
  Thank you so much for taking the time to bring this 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: 01/13/2024

  
  
  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 appreciate that they corrected the issue!
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:12/27/2023

  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.

  Order number: ************
  Amount paid: $272.98
  
  I ordered from GNC on 11/27 for 2 protein powders with an estimated delivery date of 2 weeks. on 11/29 I received an email from GNC stating my order had been shipped and was on its way. After waiting 2 weeks I received no further update from GNC and even their tracking page was empty (see attached photo below). Upon viewing their website's policies it was stated that if I had yet to receive my order after 5 business days that I should contact customer service. I contact customer service and explain the situation and the representative reassured me that I would be receiving a resolution in a timely manner, in an estimated 24-48 hours. I had asked that if I would be able to receive a replacement for the missing items. They contacted me the following day or the day after, and informed me that since the courier claimed that it had been delivered that there was nothing they could do about it, to which they provided the tracking number: ************. This is the first time I had received this tracking number as to my knowledge any tracking information sent to me had been unavailable as per the screenshot. I emphasized that I genuinely did not receive any of the items and customer service has been unhelpful and unsympathetic to the problem they've created for me in the first place. I explained that I genuinely just want the products that I had paid for and a replacement would have much sufficed, and even this is not a resolution they've proposed to provide. Very disappointed.

  Business Response

  Date: 12/27/2023

  Dear *****,
  
  Thank you for reaching out to us.
  
  We sincerely apologize for the inconvenience caused by the non-receipt of your order ************, especially considering that the tracking information indicates the package was delivered.
  Following a thorough investigation, we have confirmed your previous interaction, wherein an investigation was processed, and you requested a reshipment of your products as part of the ongoing process. Regrettably, your request was denied.
  
  We truly empathize with any inconvenience you may have experienced and understand the frustration this situation has undoubtedly caused.
  
  Upon further examination of your case, we have successfully processed the reshipment of your order and you will receive confirmation of it, Your order includes the following products:
  
  RIVALUS™ Decadent Whey Protein Powder Vanilla - Item 499693 x1
  RIVALUS™ Decadent Whey Protein Powder Caramel Brownie - Item 499692 x1
  
  We would like to inform you that there is no additional cost associated with this reshipment, as you have already fulfilled the payment for your initial order. This new order will be dispatched via expedited delivery, with an estimated delivery time of 2 to 4 business days.
  
  Once again, we extend our sincere apologies for any inconvenience and appreciate your patience and understanding in this matter. If you have any further concerns or inquiries, please do not hesitate to reply to this email or contact our customer service team.
  
  Live Well,
  
  Valeria
  GNC Customer Service