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:10/10/2023

  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.

  I placed an order at GNC on 2 October 2023 for 4 items total cost being $135.80.
  My order shipped in a big box but only had 1 of 4 items in it! Contacted GNC and was told they will not replace or refund me! I buy monthly from this company and am a loyal paid membership rewards holder with them! I have nothing to lie about! Clearly the person that packaged the order did not put all 4 in there!
  
  I am also contacting my back and reporting GNC for theft!

  Business Response

  Date: 10/10/2023

  Dear ****,
  Thank you for reaching out to us.
  
  We would like to inform you that we have received your complaint with the Better Business Bureau regarding the denial of product reshipment. We sincerely apologize for the inconvenience caused by receiving your order 200017109827 with three items missing.
  
  After reviewing the previous cases related to your order, we would like to inform you that the reshipment of the three missing products (Beyond Raw LIT AF Pre-Workout - Lemon Ice) has been processed. This reshipment has been expedited, and you can expect to receive it within 2 to 4 business days.
  
  Once again, we apologize for any inconvenience you experienced with your order. If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.
  Live Well,
   GNC Customer Service Department
  Valeria - Supervisor

• Initial Complaint

  Date:09/21/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GNC is aware of issue regarding payments executed via Apple Pay off their website for orders to be picked up in store and continue to allow the transactions to continue with MAJOR issues. The order is essentially a ghost order that charges your card and never processes the order. I am out $62 after placing such order that they are aware of is an issue and after not receiving product for $62 debited from my account I then disputed the charge with my banking institution and due to this dispute they flagged my account for fraud and closed my account abruptly- therefore the money went to a closed account once finally returned and I am not able to recover the $62. GNC feels no obligation to provide me with product of compensation for their broken Apple Pay payment system.

  Business Response

  Date: 09/21/2023

  Dear *****,
  
  Thank you for contacting us. 
   
  We want to let you know that we have already issued the electronic gift card as agreed in our call, and with a small compensation for all the inconveniences that occurred.
   
  If you need anything else please feel free to reach out to us. If you have any questions regarding the foregoing, please contact: GNC Customer Service at ###-###-####.
   
  Sincerely,
  The GNC Customer Service Department 

  Customer Answer

  Date: 09/26/2023

  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.
  
  
  The, horrendous customer service and follow up continues on this issue. The gift card that was sent to try and satisfy this order to be completed, and this complaint to be satisfied was invalid. The invalid gift card sent and the follow up that should have confirmed resolution never happened when trying to resolve another player of complications in the invalid gift card being sent there were 3 more attempts at sending gift card codes via email that all would not work and labeled as invalid. A customer service representative decided to try and place an in-store pick up order from corporate to a site store for pick up that order that he placed to be completed never processed and failed to complete.  
  

  The major issue is a lack of teamwork between the store associates/owners and their corporate entity. The store owners refuse to troubleshoot or provide customer service needs that would be appropriate for servicing a customer that has been so negligently managed on an order. They are trying to understand why they can’t use their own gift cards in our invalid. This is not my issue I should not be back to your store three or four times begging you to take a gift card that was sent due to an error and nightmare situation, the corporate caused they should’ve given us the order, and you had the business owners and corporate figure out together but that obviously is a relationship not willing to work together to help customers!! 
  

  There is no resolution because your corporate customer service can’t work with your individual store owners!! It’s a disgrace and this nightmare is still not resolved 
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:09/20/2023

  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 placed an order from this company for products to sell at my retail business and all of the shipments arrived a disaster. None of the boxes had any cushion packaging in them so the cans of drink and food items were completely demolished and destroyed. The food was melted and unsalable, the drinks were thrown all over the place, several drinks were busted and had leaked out, and the protein bar boxes that are supposed to be use for shelf display were completely crushed. It looked like my 6 year old daughter packaged it all up. I contacted customer service and they were less than helpful or remorseful. They essentially said they gave me a return on a few energy drinks cans that had busted and the rest of it they deemed, from a computer screen, that everything was usable even though it is not. Very sorry excuse for customer service. I was also told by my FedEx driver that they’ve had a lot of issues with packages from gnc so it’s not just us.

  Business Response

  Date: 09/21/2023

  Dear ****,
   
  Thank you for taking the time to contact GNC.
   
  Let us offer you an apology for the situation you are facing with the damaged products from your order ************. That is not the experience that we want to provide you.
  
  We understand that this has been inconvenient for you, and we appreciate you bringing this to our attention. We have processed a full refund of the order since if we process a reship we might face the same situation with your package.
  
  We have successfully refunded the value of your damaged products, equivalent to $172.13, to your payment method used for the transaction.
  If the payment was processed using a credit card, you will see the funds reflected back in up to 5 business days, and if you paid with a debit card, the refund can take up to 10 business days to be reflected in your account, depending on the policies set by your financial institution. 
  
  The details are the following:
  
  Amount: $19.50.
  Confirmation number: **********.
  
  Amount: $77.96.
  Confirmation number: **********. 
  
  Amount: $74.67.
  Confirmation number: **********.
  
  You will also receive an automated, separate email with 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 
  Joice

  Customer Answer

  Date: 09/21/2023

  
  
  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. I appreciate you working with me to get my refund so I can purchase product to fill my empty shelves. I hope in the future that the warehouse employees or whoever is packaging orders puts more effort into their job and this doesn't keep happening to customers.
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:09/05/2023

  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 placed a same-day delivery order ************. It never arrived, so I contacted customer service and was told it would arrive the next day and they would be refunding my same-day shipping fee. I was told to reach out again if I did not get the order. On 9/3 the order was marked delivered through Shipt. I still did not get it and so I contacted customer service by phone. The agent placed me on hold to speak with Shipt. We confirmed my address and considered the delivery to have been unsuccessful. I asked the phone agent if there was a photo to reference, and he said the Shipt again said no photo was taken. The agent then asked said he would be submitting a refund and to allow 1-2 business days. On 9/5 I received an email from Angela with Case #******** stating they would not be refunding my order despite what I was previously told.

  Business Response

  Date: 09/06/2023

  Dear ******,
  Thank you for your patience,
  We wanted to apologize for the inconvenience presented with the order ************. We wanted to let you know that we have processed an investigation and we have completed a refund on your order. the total amount of the refund is for $82.84.
  
  You will see the refund reflected on your account in 1-5 business days, depending on your financial institution.
  
  Below you will find the refund confirmation number. 
  ********** 
  
  
  If you have any further questions, please do not hesitate to reply to this email.
  
  
  Live Well,
  GNC Customer Service
  Sofia

  Customer Answer

  Date: 09/07/2023

  
  
  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:09/05/2023

  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 mistakenly placed an order#************ for a product from GNC online 08/30/23 and was unable to cancel therefore had to go to store the next day when it was ready for pickup to refuse it and get a refund. I was informed that I had to call customer service and I couldn’t return it in person even though it was fulfilled in store and was not even ordered. I had to accept the pickup and contact CS. I did and was told that I’m order to return it o had to pay for shipping, I inquired as to why since the product never was shipped initially and I’m here at the same location I ordered from? No legitimate reason was given just told that’s what must be done, I asked for a complaint to be filed and an email detailing our interaction. I followed up this evening and no one had a record of the complaint filed. This is terrible service and I don’t see why I the customer who’s returning an (unopened) product that wasn’t shipped but on the shelf has to pay for shipping? Again all I wanted to do was return the produce and or refuse it, but was told I had to accept it then start a return. Also customer service couldn’t find my order pickup staying although I had the prudent it still showed GNC had not released it to me. I’m looking for justice the right thing not more than I paid but just a return no shipping fees or other costs associated.

  Business Response

  Date: 09/06/2023

  Dear *******,

  Thank you for reaching out to us.
  
  Yesterday, we attempted to contact you twice and did not receive a response.
  
  We would like to inform you that we have received your complaint with the Better Business Bureau. We apologize that you could not return the order ************.
  
  After reviewing your order, we would like to inform you that the reason it could not be received in-store is due to your payment method being PayPal. According to our return policy, when payment is made using an electronic wallet, packages must be returned to our warehouse. For more information on our return policy, please click Here.
  
  However, considering all the inconveniences you have experienced, we have processed a $16.99 refund for order ************. You should see this refund reflected in your account within 1 to 10 business days according to your financial institution, and there is no need to return the product.
  
  Once again, we apologize for any confusion and inconvenience you have encountered.
  
  If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.

  Live Well,
  
  GNC Customer Service Department
  Valeria - Supervisor

  Customer Answer

  Date: 09/06/2023

  
  
  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:08/12/2023

  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.

  Purchased Lean 25 ready to drink shakes on August 4th 2023 and a total of 4 of the 4 packs received were expired goods. One of the pHave contacted multiple times and requested a full refund of the whole order and was given a partial refund and loyalty points but would not resolve the whole order.

  Business Response

  Date: 08/14/2023

  Dear ****,
  
  Thank you for contacting us. 
   
  We apologize for all the inconvenience with your order ************. 

  We have completed the assistance for the expired Lean Shakes that you received, however, as the GNC PRO PERFORMANCE® 100% Whey - Marvel: Royal Caramel Cookie - 25 Servings arrived in good conditions, we are not able to process a refund for it. 

  As an apology, we have sent a $10 Electronic Gift Card to your email so you can use it on your next purchase or order 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:08/11/2023

  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 ************ was supposed to be delivered 4 days ago. I contacted the carrier and they stated it was lost or delivered to wrong address. I still have not received my items and I’m extremely upset. This was my first time shopping with vitamin shoppe and it was very disappointing.

  Business Response

  Date: 08/14/2023

  Dear *********,
  Thank you for reaching out to us.
  
  We have reviewed your complaint about the order that you did not receive.
  
  We truly apologize for the inconvenience related to your order ************, after reviewing the details and tracking information, we have found that according to the carriers FedEx and USPS, the packages were successfully delivered, however, since you reached them and you were told that the packages are lost or delivered to the wrong address, we are glad to inform you that we have processed a $141.86 refund on your order.
  
  This reimbursement will be reflected in your Apple Pay account within 1 to 10 business days, as per your bank's policies.
  
  The confirmation numbers for your refunds are as follows:
  $56.38 - ********** / $85.48 - **********.
  
  If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.
  Live Well,
   GNC Customer Service Department

• Initial Complaint

  Date:08/05/2023

  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 purchased items for my son at a store in Buford Ga. Somehow I was signed up for a autoship program. I have been trying to cancel with GNC. It is difficult to get someone on the phone to cancel
  
  I had a delivery sent to my home. I want to return it.

  Business Response

  Date: 08/07/2023

  Dear ****,

  Thank you for reaching out to us.
  
  We received the Better Bussiness Bureau complaint about you being unaware of the GNC Routiones subscription and we want to apologize for this inconvenience, we will assist you with your request. 
  
  After further making research, we found an active GNC Routiones subscription for the item MASS XXX™ with MyoTor® - Cookies and Cream for every 30 days,  Wheybolic™ Ripped - Strawberries and Cream - 2.6 lb for every 30 days, and Chemistry Labs™ Creatine HCL - 120 Servings for every 120 days, and as requested, we canceled all of them. We can confirm that any further orders will be created.
  
  Furthermore, we would like to let you know that you have the option to return the products for the order processed. Please visit this link to review our return policy.
  
  If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.

  Live Well,

  GNC Customer Service Department

• Initial Complaint

  Date:08/03/2023

  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.

  I ordered vitamins with GNC.com spent $342.58 on vitamins and I never received the order. I called GNC and they refused to located the package and refused to provide me with refunds. I asked for manager and they keeps saying they don't have manager and just wait for email in 48 hours. Every time I call they say wait for email. I 'm very upset I lost my money and I don't have my vitamins. I want my refunds back. The order number is ************

  Business Response

  Date: 08/08/2023

  Dear *********,
  Thank you for your patience,
  We wanted to apologize for the inconvenience presented with order ************. We wanted to let you know that we have further investigated your case and we want to confirm to you that a refund has been completed on your full order. You will see the refund reflected on your account in 1-5 business days, depending on your financial institution.
  
  We are sorry again for the inconvenience presented. If you have any further questions, please do not hesitate to reply to this email.
  
  
  Live Well,
  GNC Customer Service
  Sofia

• Initial Complaint

  Date:07/31/2023

  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.

  On July 26, 2023 I placed my very first order with GNC. I had ordered ********* Creamy Crisp protein bars. The order was shipped and it arrived July 31, 2023 not only damaged, but all of the bars were melted, and the majority of them were covered in chocolate. I was only able to keep about (4) bars that were flat but no chocolate had leaked out. I took a picture. Of one of the flat bars and the damaged box as well as the damaged shipping box. I had contacted customer service and they had informed me that I needed to return the unused item and its original contents to a nearby store. When contacting the nearby in Meriden, CT, I was told I had to have all of the bars and everything together as it was shipped. I explained that 3/4 of the bars were completely damaged and there was chocolate all over the packaging and I had to throw them away. They said that they would not be able to honor a refund if that was the case. I even told them they could obviously see that the few bars remaining or melted, and I would even take an exchange. It wasn’t good enough.

  Business Response

  Date: 08/01/2023

  Dear ******,
  Thank you for reaching out to us.
  
  We apologize for any inconvenience with the damaged item on your order ************.
  
  We hope this email finds you well. We are writing to inform you that we have received your concern filed through the Better Business Bureau (BBB) regarding your recent order with us.
  
  After further investigation and verification of the information related to your order ************, we are pleased to confirm that a refund of $29.99 has been successfully processed on July 31, 2023. As your payment method was a credit card, we would like to inform you that it may take 2 to 5 business days for the refund to reflect in your account.
  
  We understand the importance of providing you with accurate and transparent information, we are pleased to provide you with the refund confirmation number for your reference: **********.
  
  Once again, we appreciate your patience throughout this process, and we apologize for any inconvenience you may have experienced.
  
  If you need anything else please reach out to us. If you have any questions regarding the foregoing please reply to this email.
  Live Well,
  
  GNC Customer Service Department
  
  Valeria - Supervisor

  Customer Answer

  Date: 08/01/2023

  
  
  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,
  
  
  
  ****** *********