ComplaintsforGeneral Nutrition Centers, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Date: 1/10/2024 Order Number: ************ I tried to return this order after I received the order, however none of the stores I stopped by saying they will take returns as they are franchised!! I went to the one on Rosemead Blvd, the one in Temple City, Arcadia, Monterey Park. All the store were telling me the same thing!! I tried to call GNC customer service and was hold about an hour and no one pick up the call!! I think it is false advertising on this and the reason why I want to return in store because I will not need to pay returned shipping fees!! Their returned policy is printed very clearly on their website as follow: IN-STORE RETURNS If you're not completely happy with a purchase, just return it to any GNC store in the U.S. within 30 days from delivery or pick up for a full refund. To find the closest store, use our store locator.

  Business response

  06/21/2024

  Dear ****,
  
  Thank you for contacting us. 
   
  We apologise that you were unable to return your order to our shop. 
  
  We tried to contact you but it was not possible. We would like to inform you that although the return time of our order has passed, you can still go to our shops to return your order; however, we would like to have the address of the store to which you are going to return your order in order to communicate with them and avoid any inconvenience. 
  
  Also, if you wish, you can return by mail; however, it is not possible to cover the shipping charge, and the option we would have to refund you once the package reaches us would be by e-gift card, since due to the time, the system does not allow us to refund to the payment method you originally used. 

  If you need anything else, please feel free to reach out to us. If you have any questions regarding the foregoing, please contact: GNC Customer Service at ###-###-####.
   
  Sincerely,
  The GNC Customer Service Department 

  Customer response

  06/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I tried to go many stores on GNC store locator, all of them saying they are franchised and will not accept any returns. I would like to go to Rosemead Square: 3578 Rosemead Blvd, Rosemead, CA 91770

  i think it is false advertising saying can return to any store and now need to communicate with the specific store to arrange the return!! Also original refund will not be offer but an e-gift card!! Because of this incident I will never buy GNC again due to their unclear and false policy! I tried to call the corporate and was hold over an hour!! I would like to return the products to the above mentioned store and want to refund to my original payment method!!
  
  Regards,
  
  **** *****

• Initial Complaint

  05/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have ordered things online to GNC STORE LOCATION 418 Balltown Rd, niskayuna NY 12304 Multiple times they have closed early, or I order items to this LOCATION, then when I get there, item is OUT OF STOCK.

  Business response

  06/21/2024

  **** ******
  
  Thank you for contacting us. 
   
  We apologise that you have had multiple inconveniences with one of our shops. 
  
  We have contacted you, and you confirm that you have already approached another store and made the purchase of the products you want to purchase; however, we would like to inform you that your complaint has been successfully reported. 

  If you need anything else, please feel free to reach out to us. If you have any questions regarding the foregoing, please contact: GNC Customer Service at 1-877-462-4700.
   
  Sincerely,
  The GNC Customer Service Department 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Over a week ago I ordered products online from GNC. I only received a part of my order. I then contacted a rep through their online chat message expressing my concern about missing items. The rep told me I would be receiving a refund for my missing items. A few days later I got an email from a customer rep of GNC denying my refund. I replied saying I spoke to a Fedex rep and they assured me that only one item was picked. I even attached a screenshot of the delivery that was dropped off indicating clearly 1 package was dropped and showing the box dropped of was not nearly big enough to fit all of my purchase. Just today, 4/29/24, the same customer rep for GNC once again denied responsibility and refused my refund even with proof my items were not delivered. I wrote back this time showing a screenshot fedex update stating my items were returned to the shipper, the box with the part of my shipment enclosed to show there was no possible way anything else could fit. Over a week now and no refund and none of my missing items have been received, and not a single apology or any way showing that GNC will make things right. This is very frustrating knowing that GNC is ok keeping customers money without receiving their full purchases. This will always be reminder to never shop at a GNC again. GNC, DO THE RIGHT THING.

  Business response

  05/22/2024

  On 5/3 the customer was refunded for the orders he stated he did not receive. The issue was resolved. 

  Customer response

  05/22/2024

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

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have undescribed from GNC two maybe three times, and I have received this email a fourth time. It's super annoying and now question what first 2-3 unsubscribe links I clicked on. Please help with this concern.

  Customer response

  04/24/2024

  On April 23rd I requested a 2 or 3rd unsubscribe, yet today I got yet another email 3/4  from this organization. What did I click on all the other previous times that they emailed me?
  
  This is annoying. 
  
  ***** ************ *********** ************** *** ** **** ****

  Customer response

  04/26/2024

  Email #1:

  I have got yet another email today 4/26/2024, this morning after putting in 3 to 4 unsubscribe email requests. 

  ----------------------------------------------------------------------

  Email #2:

  Just checked email and noticed I got another one yesterday also, so one on 4/25, and today 4/26 after multiple requests for unsubscribe declaration through "unsubscribe" button and links. 

  
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  04/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 

*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. ↩