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Business Profile

Health Products

General Nutrition Centers, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Products.

Complaints

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

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

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    Customer Complaints Summary

    • 145 total complaints in the last 3 years.
    • 47 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/17/2023

      Type:Product Issues
      Status:
      Answered
      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 CTRL protein cookies and I received ghost energy drinks instead. I called customer service to get a refund and have not received the desired result.. I have had multiple issues with this vendor in the past

      Business Response

      Date: 12/19/2023

      Dear ***,

      Thank you for contacting us. 
       
      We would like to apologize for all the inconvenience that you had with your order ************.

      We have reviewed your case and we can confirm that a refund was processed as you received the wrong item as you preferred. We offered to refund for the total amount of the order or to send reshipment of the product ordered and as mentioned the refund was processed. You should receive this in up to 10 business days depending on your financial institution. 

      Also, we have applied a total of 450 points to your account as a compensation for the unfortunate experience. These points can be used to create a certificate of up to $15 that you can use on your next order or in-store purchase. 

      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:12/10/2023

      Type:Order Issues
      Status:
      Unanswered
      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 November 28th, 2023 I purchased a GNC Health Plus subscription that is supposed to include access to "telehealth" services. After multiple calls over several weeks to GNC, I have been told multiple times that "a ticket has been opened" with a 2-3 business day resolution time. However, none of these promises have been kept and I remain unable to access the service.

    • Initial Complaint

      Date:12/05/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 11/26 I ordered 8 containers of protein order ************* for a total $227.82. I received a total of 2 containers in a small box. I reached out to customer service stating what happen and had a chat with 2 different reps who offered to reship the order to me. The following day I received an email stating that there will be no refund or reshipment of these items to me. They then said that if I have a issue with people stealing I should contact my local PD. I sent them a video on the mail man delivering said box that he carried in 1 arm(which all 8 containers would be in a 4x the size of this one) and have not received a reply from the company. It is beyond frustrating to spend this money then not receive everything and than be told that they will not do anything to make it right.

      Business Response

      Date: 12/06/2023

      Dear ********

      Thank you for reaching out to GNC.

      We hope this message finds you well. We would like to inform you that we have received your complaint through the Better Business Bureau regarding your order #************, in which you ordered 8 products but only received 2.

      We sincerely apologize for any inconvenience caused, especially in light of your request for the reshipment of the missing products, which, unfortunately, was denied.

      Upon careful review of your order information, we identified that two tracking numbers were generated: one for the 2 products you received and another for the remaining 6 products you have yet to receive. We verified that the tracking for the 6 outstanding products has shown no movement since the label was created on November 27th, and 7 business days have passed since then. Therefore, we have processed the reship of the 6 products you did not receive, which are GHOST Whey Protein - Cinnabon (x2), GHOST Whey Nutter Butter (x2), and GHOST Whey Coffee Ice Cream (x2).

      Your new order number is ************* and this has been processed with expedited shipping, which may take 2 to 4 business days for delivery.

      If you have any questions regarding this or any other matter, please reply to this email.


      Live Well,

      Valeria - Supervisor
      GNC Customer Service

      Customer Answer

      Date: 12/08/2023

      [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:11/29/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      This business will not honor the discounts and codes listed on top of their website. I chatted with rep Abraham for over 50 minutes. I got disconnected from two prior reps when trying to attach my screenshots of the error on their website for 11:58 PM time I tried to order. I spent hours of my day wasted.

      Luisa the supervisor of call center then agrees to the price with the documented email proof I sent in. Prior reps were zero help, three prior reps for GNC did not help the customer at all.

      She then orders the wrong flavor that I did not tell her to order. I’m sitting here waiting on a refund from her incorrect order she placed half an hour ago. She listened to exactly what I wanted and put the incorrect item in.

      GNC does not show you the items you order for price match, only the price. I want a full refund and I want to tell everyone I know about the terrible service GNC offers.

      I think GNC is running a scam with how the things worked on the phone and my credit card. I need to also contact my credit card company about the GNC scam.

      I haven’t dealt with such a low class call center and company in a decade GNC.

      Reaching out to the inept, worthless call center is of no value. Every person I dealt with failed at their job for GNC. I do not want a response from the same call center that didn’t help me at all, but put me in a burden.

      I am deleting my gnc rewards on my personal email account(not work) and telling everyone I know about the service from GNC so they can avoid the mess I’m in.

      Customer Answer

      Date: 12/04/2023

      Name is *** ****. Phone number is ###-###-####. GNC has terrible service and they tried to scam me. Their outsourced call center cannot provide any help to American customers. I wasted hours upon hours of my time on GNC and their incompetent employees. 

      Business Response

      Date: 12/05/2023

      Dear Allen,
       
      Thank you for taking the time to contact GNC.

      We were trying to get in contact with you for the issue you had with the order  ************ and the coupon STACK, but unfortunately, we were not able to contact you over the phone. 

      We are sorry for all the inconvenience presented in this case regarding the coupon and the order placed for the wrong items. We wanted to let you know that we have processed a complete refund for the order. 

      The refund was processed on November 29. From that date, you will see the refund reflected on your account in 1-5 business days if the order was paid with a credit card, or 1-10 business days if it was paid with a debit card, depending on your financial institution.

      We are truly sorry for the inconvenience. Please, if you need any further assistance do not hesitate to contact us back

      Case Number: ********

      Live Well

    • Initial Complaint

      Date:11/26/2023

      Type:Product Issues
      Status:
      Answered
      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 ************, placed March 17 2023 for 156.52 in various supplements. Included in the order was 2 bottles of 90 tablets each, Force Factor Immunity vitamins. I put the order in my closet when it arrived. On October 17 I put them on the counter, and noticed they were both expired! So, back in March, they sent me a 180 day supply of supplements that were going to expire, even if i had taken them right away. I called the GNC 800 number and was told too bad, there's a 90 day policy. I said they were expiring as they were mailed, why not make good, I'll exchange them. Nope. I went to my local store and explained to the manager what happened and he indicated it is a violation of company policies to do that - ship out something that's expiring so soon. He got on with customer service and they gave me 5 dollars. WOW. Really, 5 dollars for jerking me and selling something that should have been wasted. I want my remaining refund. If this isnt resolved, it's a permanent loss of a PRO ACCESS customer and a promise to remind everyone I know and talk to about this lousy experience forever.

      Business Response

      Date: 11/27/2023

      Dear ****,
      We hope this email finds you well,

      Receive our most sincere apologies for the experience you had with your order ***********.

      We would like to let you know that we have been reviewing the details of your case, and have found that the expiration dates do not meet the 90-day minimum guarantee. For this reason, a refund has been completed with the confirmation number **********. You will also receive a separate email confirming the details.

      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
      Jean

      Customer Answer

      Date: 11/28/2023

      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 am rejecting, while appreciative of the partial refund the purchase was 59.99 plus 6.5% in taxes (63.89), I had received 5 dollars from customer service in my points account, leaving still out the 54.99  I received a refund of only 40.25, it has already been processed. There is still an outstanding balance owed to me of 18.64, which has not been explained as to why it has not been credited. 



      Regards,



      **** * ******

      Business Response

      Date: 12/05/2023

      Dear ****,

      Thank you for contacting us. 
       
      We want to let you know that we have reviewed your case, and the details of the order, and we have been able to find that the amount that was credited to you ($40.25) corresponds to what you ended up paying for your product, take into account that the product originally had a value of $29.99, but when applying for the Buy One get One 50%, you received a $15 discount, plus the coupon $25 off over $150 and finally a Reward Card of $5 that you applied in this purchase.

      We hope that is clear, however, because of this situation we have added enough points to your points balance to reach the $10 for your next purchase with GNC.
       
      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:11/20/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 of transaction: 10/24/23
      Transaction amount: $236.23
      Order #: ************
      Case #: ********
      Email: *********@*****.com

      I ordered from GNC on 10/24/23 for 2 items (CAN AA HAVOK-137 ICE BLU RAZZ, CAN ON 100% WHEY VAN ICE CRM). I was given an estimated delivery date of the first to second week of November. To my surprise however (great surprise if it had worked out), the order was delivered and shipped quite early. I get a notification from CanadaPost/GNC that it had been delivered on 10/26/23. I did not receive this said 'delivery'. I assumed it was a courier issue as GNC states on their website that this does typically happen and could just be a mis-scan on the courier's part. I believed this as how could my order have been delivered 2 days after placing it when I was given an estimated delivery date of November? After contacting GNC they told me to wait 5 business days if it's come in and if it hasn't to give a call back. I call them on 11/09/23 and remind them of my issue. The representative behind the phone appeared kind and apologetic and assured me that a refund would be on my way since this had been an issue on their end. She informed me that I would be getting further details about my refund in the next 24-48 hours. This took all the stress off my shoulders until I get an email from GNC saying that they will NOT provide a refund; taking back the promise of a refund I was told I would be getting. I still have NOT received my package to this date and would kindly appreciate if GNC could provide more responsibility and accountability in this regard, and continue to investigate my case.

      Business Response

      Date: 11/27/2023

      Dear ******,

      Thank you for contacting us. 
       
      We want to let you know that a refund has been completed on your order ************ with the confirmation number **********.  You will also receive a separate email confirming the same.

      Considering that you specify that your place of residence comprises 2 units, we would like to ask you to specify this for future occasions in order to avoid this situation. If you would like, you can reply to this email with the complete address including the unit, and we can make the update.
       
      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: 11/28/2023



      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:11/13/2023

      Type:Product Issues
      Status:
      Answered
      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 sold me expired products to consume, they refused to refund them. This was a massive health risk from a wellness brand.

      Business Response

      Date: 11/21/2023

      Dear *****,

      Receive our most sincere apologies for the inconvenience you have faced with the Pre-Workout - Rainbow Candy - 10.34 oz. you purchased in our store. This is not the experience that we want to offer you.

      We are sorry that you have purchased this expired product, and after further research, we confirmed that since the purchase was made directly in-store, we are unable to process a refund. As we know how this situation is affecting you, a $45 gift card has been processed for you so you can take advantage of it on your future purchases. You will receive a separate email with the details of your gift card.

      Thank you so much for bringing this situation to our attention. You are the reason why we strive to provide the best customer experience.

      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

    • Initial Complaint

      Date:11/01/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 28th, I engaged with GNC's customer service on Twitter, seeking information on discounts for Ghost energy drinks. The resulting experience was misleading and led to a considerable waste of my time and resources.

      In my initial inquiry on Twitter, GNC's official account instructed me to send a private message to discuss discounts. In the private conversation, I was informed about a $1 Ryse energy drink promotion and provided with the address of a GNC store approximately 45 minutes away. Trusting this information, I made the long drive, only to find that the store employees were unaware of any such promotion.

      Upon returning home, I contacted GNC customer support, enduring over 55 minutes of conversation, multiple transfers, and a compensation offer of only $10. Considering my loyalty as a GNC customer for over 25 years, I believe this compensation does not adequately reflect the inconvenience, time, and gas expenditure I incurred.

      I kindly request the Better Business Bureau's assistance in investigating this matter and securing a more appropriate resolution. I trust that GNC can improve its customer service practices to avoid further customer frustration.

      Thank you for your attention, and I look forward to a fair and satisfactory resolution.

      Business Response

      Date: 11/13/2023

      Dear ******,

      Thank you for contacting us. 
       
      We apologize for the missunderstanding regarding one of our promotions and all the inconvenience you had with our Customer Service. 

      We have added 300 points ($10 in rewards) to your account completing a total of $20 as a compensation. As you have the Auto Conversion option active, two certificates of $5 each one have been created and you will have until 12/13/2023 to use them. 

      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: 11/14/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



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

    • Initial Complaint

      Date:10/24/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Signed up for the company's GNC health subscription, was not able to access my membership after speaking to multiple reps about this issue. They advertised $34.99/yr telehealth membership but the site keeps giving error when trying to setup.
      No one can explain and was told basically I am out of my money and no refunds, I just want my money refunded for service that does not work.

      Customer Answer

      Date: 11/02/2023

      Complaint#******** has been resolved, I was refunded. Thanks

    • Initial Complaint

      Date:10/17/2023

      Type:Product Issues
      Status:
      Answered
      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 September 17th 2023 I purchased 2 containers of protein powder from the GNC location at 2415 Sagamore Parkway, in Lafayette Indiana. Upon the first use of one of the protein powders, I found it to taste terrible and returned to the same GNC location on September 24th with my receipt and the product to return or exchange it for a different flavor under GNC's 30-Day Satisfaction Guarantee - an express warranty.

      As a reminder, the GNC website says "We always want you to be 100% satisfied with each and every purchase—that’s why we have our satisfaction guarantee. Let us know if you don’t like a product, and we’ll give you a refund and help you find a better solution.", and further clarifies that "Whether you’ve eaten part of a protein bar or used a few scoops of that pre-workout powder—you can still return your product as long as all paperwork and accessories are included."

      The manager of the Lafayette GNC location told me I could not return or exchange product under the 30-Day Satisfaction Guarantee because the local health department prohibited it. I asked if that was posted somewhere in the store so that I could have made a decision not to purchase my products, and was told no.

      After leaving the store, I called the GNC customer service number and was told the return should have been accepted, and I was provided with a return authorization (********) and told to try again. Upon returning to the store a second time several days later, I was again told the return would not be approved and was asked to leave. I once again called the GNC customer service number, and the representative called the store. After several days I was informed by email that my return would not be accepted, and GNC could offer no resolution.

      I would like GNC to honor the express warranty by providing a free container of protein powder, and I would ask that any stores that refuse to honor it post conspicuous signage to that effect so other customer don't have the same experience.

      Business Response

      Date: 10/18/2023

      Dear *****,

      Thank you for contacting us. 
       
      We apologize for all the inconvenience you had returning one of our products. 

      As an apology, we have placed a order for Sustained Protein Blend - Chocolate Milkshake with no cost. You should receive an email confirmation with the order information. 

      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 

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

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