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

• 

  GNC

  2840 Bastogne Ave Fort Campbell, KY 42223-5114

• 

  GNC

  782 Old Hickory Blvd Ste 114 Brentwood, TN 37027

• 

  GNC

  8950 Waltham Woods Rd Parkville, MD 21234

• 

  General Nutrition Centers, Inc.

  94 W 66th St Minneapolis, MN 55423-2316

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

• Initial Complaint

  Date:04/17/2025

  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 am writing to formally raise a concern regarding four $50 GNC gift cards that I purchased a few years ago. Unfortunately, I never had the opportunity to use them until recently. When I attempted to redeem them on your website, I received an error message indicating that the card numbers are invalid.After researching this issue online, I discovered that GNC has transitioned from 15-digit to 16-digit gift cards and, in the process, appears to have deactivated the older 15-digit cards. This was done without proper notice or accommodation for customers holding valid, unredeemed cards.The gift cards in my possession are still within my records and were purchased legitimately. Below are the card numbers for your reference:800076000192901 *************** *************** *************** Given that each card carries a $50 value, I am requesting that GNC either (1) reissue new 16-digit gift cards for the equivalent value or (2) reactivate these cards so that I can use them online or in-store.I would appreciate your prompt attention to this matter and a clear resolution pathway. Please let me know how I may proceed to redeem the remaining balances on these cards.

  Business Response

  Date: 04/26/2025

  Dear *****,
  
  Thank you for reaching out to us. 
  

  We are glad we were able to resolve the issues presented with your GNC Gift Cards via GNC **************** Line, we will be logging your feedback in order to provide better resolutions to our customers.
   
  If you need anything else, please feel free to reach out to us. If you have any questions regarding the foregoing, please contact: GNC **************** at **************.
   
  Sincerely,
  The GNC **************** Department 

• Initial Complaint

  Date:04/10/2025

  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 10 containers of creatine, however upon delivery one 1 container was delivered. I contacted customer service multiple times, and their only response was that a package was delivered. I tried explaining to them that they are correct, a package was delivered. However, only 1 out of the 10 items in that package were delivered. Im seeking a refund for the 9 items that were not shipped.

  Business Response

  Date: 04/14/2025

  Hello team! According to our shipment details, the package weight includes all the items purchased (6.88 Total). Additionally, the box used for shipping measures ***** x 9.00 x ***** inches, which is suitable to fit all the items, as each product has a size of 2 x 4 x 6 inches.

  Customer Answer

  Date: 04/15/2025

  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.
  
  Thank you for your response. While I understand your shipment details indicate the package weight and dimensions could accommodate all 10 items, the reality is that I only received 1 containernot the 10 I ordered and paid for. The stated weight appears to be a calculated estimate, not an actual measured weight at the time of shipping.  
  
  Under U.S. ************************ (***) regulations ([16 CFR 435](*********************************************************************)), sellers are legally obligated to ensure customers receive what they paid for. If the items are not received as expectedwhether due to shipping errors, carrier issues, or other reasonsthe buyer is entitled to a refund or replacement. This is required from the business directly, not the carrier or any other third party. 
  
  I respectfully reiterate my request for a refund of the 9 missing containers.
  
  If this isnt resolved promptly, Ill have no choice but to escalate this matter to the **** or my credit card issuer (for a chargeback). 
  
  Regards,
  
  **** ********

  Business Response

  Date: 04/17/2025

  Hello! 
  We validate all the order information and the data you provide us through our customer service channel. In it, we confirm that both the shipping store and the delivery service confirmed that all units were shipped in the same box, which reported dimensions and weight appropriate for the 10 units ordered. Because of this, we will not be able to generate any exceptions on the order. 
  Thank you for contacting GNC. Customer Service. 

• Initial Complaint

  Date:04/07/2025

  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.

  I submitted an order for 8 cases of energy drinks. I ordered 2 cased if the flavor '****** Pop. 1 case was cancelled due to being out of stock, the 2nd one was never shipped to me of the flavor '****** Pop. When I contacted customer service about it, they only wanted to give me a partial refund. I asked for a different flavor case to be sent in exchange instead of the refund and they refused. The promotion on these cases was buy one get one 50% off, and I have a 15% off coupon on top of that. So, for the first case it cost me ***** + tax = $26.49, the 2nd one was 1/2 off. GNC is only wanting to give me a partial refund for the first case of $20.14, as they have already refunded me for the 2nd case not received. I am not good with that. I need a refund for the full amount paid for the 1st case of $26.76 OR I will accept a different flavor sent to me in exchange. I have attached proof of the prices paid and that GNC has on their website that the case I didn't received was actually shipped to me when it was not. When I called customer service, the 2nd rep I spoke to lied to me and refused to put me on the phone with his manager to get this resolved.

  Business Response

  Date: 04/09/2025

  Hello!
  We validated the order information and the promotions applied to the order and the item that was canceled due to unavailability.
  Currently, when a customer applies one or more discount promotions, our system applies those discounts, dividing them among all the items. This way, even when one or more items are canceled, the customer still enjoys promotional prices on the order. In the case of the customer, he ordered a total of 8 units of ************ in different flavors. The canceled unit had a discount applied as follows:
  
  -************ ****** Pop price: $29.99
  -Sales Taxes: $1.28
  -Buy 1 Get 50% Promotion: -$7.80
  -15% Off: -$3.33
  -Final Price: $20.14
  
  Due to this, at the time the item was cancelled, the refund generated by the system corresponded only to the amount paid of $20.14.
  
  

• Initial Complaint

  Date:04/03/2025

  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.

  Employee lied about multiple business practices in order to prevent me from getting a refund and proper price of the product. I asked to price match a product and she said that price matching was only for GNC PRO members which I looked up and found nothing on their site that says that. I bought the product anyways but went back to return it and the same employee said that returns must be made only after 24 hours have passed since purchase. Also found nothing online supporting this- only that returns must be made within 30 days of purchase.

  Business Response

  Date: 04/07/2025

  Hello!
  Indeed this attitude and behavior of the store staff was totally inappropriate and went totally against our policies and processes within GNC.
  We tried to communicate with the customer, unfortunately it was not possible, we would like the customer to help us by providing us with some additional data of this purchase and the store where this situation occurred, such as the address of the store, name of the store associate if possible and the date when this incident occurred, this information will help us a lot to follow up with this store and take the respective measures. 

  Customer Answer

  Date: 04/08/2025

  
  Better Business Bureau:
   
  I did not get the name of the employee but it was the GNC in *********, **, ***** and it happened around last week.

  
  Regards,
  
  ***** D

  Business Response

  Date: 04/09/2025

  Thank you for your reply. 
  Again we apologize for all the inconveniences that occurred with the store, and with the store address we were able to find your purchase receipt and all the respective information in order to make the appropriate follow-up to avoid similar situations.
  
  Additionally, given the inconvenience we have added a total of 450 points to your GNC account as an apology for the bad experience, remember that every 150 points you can create a discount certificate.
  
  On the other hand, if you like, remember that you can make use of our Price Match or Return policy in any other GNC store and if you need it do not hesitate to call us from these stores to resolve any concerns that may arise. ************************************************************ - ***********************************************************
  
  Again we thank you for taking the time to report this inconvenience, after all we can only improve when we are aware of these situations.

  Customer Answer

  Date: 04/10/2025

  
  Better Business Bureau:
  
  Thank you for taking action and responding promptly.

  
  Regards,
  
  ***** D

• Initial Complaint

  Date:03/11/2025

  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.

  On 11/01/24- I received an email titled Dont lose access to GNC health it also stated Renewing PRO Access membership unlocks all the healthcare benefits of GNC Health for FREE.This was my first renewal of my Pro Access membership, which I only purchased for this specific access to virtual health. On Feb ****** I attempted to find any link on the GNC site it means to initiate virtual care that sold me this membership and could not find it anywhere on the GNC home site or any where on any search engine that would indicate it had been discontinued. To this very day 3/11/25 you find no communication anywhere stating this service is not available. I sent an email on 2/4/25 to the customer service email address that has yet to be acknowledged to this day. On 3/4/25 I called customer service and was on the phone for 37 minutes trying to find out what happened and the representative finally after several times of putting me on hold said GNC reserves the right to change services and that it was discontinued 12/31/24. I told her I understand, however the consumer has the right to be informed of said change. This didnt happen to this day. I am requesting this be communicated out to the consumers like myself who was not feeling well and searched in vain for a link to the virtual care I thought I had. GNC owes its consumers transparency when it decides to discontinue services of that magnitude. The same way I received an email saying dont lose access to gnc health. A communication shouldve been sent out saying, you have lost access to GNC health. Please inform the general public who are pro access members in a transparent manner they dont have this service anymore.

  Business Response

  Date: 03/13/2025

  Hello! We have validated the information and can confirm that we sent communication to all our customers regarding the end of the ******************** Health benefit in the Membership subscription. However, we regret if some customers did not receive this information.
  Please note that while the GNC Health benefit has concluded, The membership still includes a wide range of valuable benefits that the customer has already been enjoying. If you have any questions or need further clarification, feel free to reach out to us.

  Customer Answer

  Date: 03/13/2025

  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.
  
  Please provide the date, time and means of this communication so this can be validated with all the communications I have received from GNC and also the explanation as to why my email inquiry from 02/04/25 (attached) was never responded to to this day, the 13th day of March 2025. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 03/20/2025

  Hello team! The customer contacted us, and we agreed with him that we will send them a $39.99 GNC Gift Card to refund the purchase and keep the membership active until November 30, 2025, so he could continue enjoying the other benefits. The gift card was sent. The customer agreed with the resolution.

  Customer Answer

  Date: 03/20/2025

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

• Initial Complaint

  Date:03/04/2025

  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.

  Date of transaction: 3/02/2025 Amount paid: $179.33 *********** advertised on their homepage "Buy 1, get 1 50% off EVERYTHING". Not "on select brands". When I saw this, I decided to reorder from my purchase history page the same thing as I did during their last sale.I ordered 2 5lb tubs of protein powder. When I was going to check out, I noticed it didn't show the discount. I figured it'd apply on the final checkout page or something. I hit "pay with ******" and it automatically purchased the products when I figured there would be a final page showing the discount. I immediately went to their customer service chat, however, it was outside of their business hours. The following day I reached out to them asking about the issue where I was informed that the brand I bought wasn't apart of the sale. I expressed my extreme concern of the misleading advertisement they had on their front page. They told me they couldn't cancel the order and that I would have to visit a store to return the product.Although I'm very disappointed in paying full price when I thought it was very clear I'd be getting half off on my second item, I was deeply more concerned about their advertising practices. I find it extremely misleading, borderline false advertising, and feel like I've been taken advantage of. They didn't even put a *on select items* fine print under it.

  Business Response

  Date: 03/05/2025

  Hello! We validated the information in our ad and promotion and we were able to confirm that although our promotions show this information, we always add the symbol ?, with which we always make reference to the terms and conditions that apply to the promotion, likewise, these are always shared with our customers by mail.
  
  In this specific case, the terms of condition and use state ?Exclusions may apply. See a Coach for details or click SHOP NOW to view full details on the ************************ Offer Details product page.
  
  Likewise, within our website, we always indicate promotional items in different sections before they are selected for purchase (Photos attached).
  
  Furthermore, if the customer wishes, a return or exchange policy is available for a period of 30 days after purchase. 

  Customer Answer

  Date: 03/11/2025

  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.
  
  Separate from the picture I originally sent showing their homepage with the extremely misleading advertisement, here is a picture of the email they sent to me for the same advertisement.

  I can't stress enough how misleading this is and I find the company to be very deceiving. I feel as if the company is tricking their customers to believe everything is on sale, when it doesn't show any where that it's only on select brands. They put a little arrow symbol that their customers have to magical know that means check the terms and conditions. I've never seen this practice before as it's usually with a number and or a * to make note to check on the fine print. 

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

• Initial Complaint

  Date:02/27/2025

  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.

  I placed an order with this company and was a mistake in the items that I order and address. I contacted immediately to have it canceled during the business day, and they told me they could cancel it because of the short amount of time since the order was placed and when I contacted them and that I would see the funds back to my account. I wait 2 weeks and call my bank to see if the funds are back. Still no signs. 3rd week, I check no signs of credit on my statement. And then I contact gnc and tell them about my order and credit and they told me they delivered it and there is nothing they can do. This is fraudulent and not right as I had it canceled when we spoke to someone right after and dont have the things!!!

  Customer Answer

  Date: 03/02/2025

  name: *** *****

  Business Response

  Date: 03/03/2025

  Hello! We validated the order information and were able to confirm that this order was created manually by the customer, where he manually selected the delivery address and items in the order.
  Likewise, when reviewing the communication history, we were unable to find any communication with the customer confirming the cancellation of the order or any similar expectation, so the order was reported as delivered by the delivery service without any exception.
  Due to this information, we will not be able to generate any exceptions for the order.
  Attached to the message you will see the account's message history and order data.
  
  

  Customer Answer

  Date: 03/04/2025

  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.
   
  

   

  well I dont have my order. 
   
  Regards,
  
  *** *****

• Initial Complaint

  Date:02/24/2025

  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.

  GNC is refusing to refund me my money or fight for me with an order i accidentally made from GNC. Order #************. I want refunded for my money of $45.67. They said that it was just because i didnt receive the item and so now GNC is not canceling nor refunding me of my money like they claim they would! They lied to me! They said they would get back to me and they never did and instead they shipped the item so i couldnt get my money refunded.

  Business Response

  Date: 03/02/2025

  Hello! 
  We validated the order information and the history of contacts registered with the customer information, in this we were able to confirm that the order was created manually by the customer on Feb 23, 2025 and although the customer contacted us trying to generate the cancellation of the order since it had already been reported as sent, we were unable to complete the process.
  
  Due to this we offered the customer to make use of our return policy at any GNC store within 30 days after receiving the package, once the items are returned we will be able to generate a full refund of the order. 
  
  *************************************************************************************************************************
  
  

• Initial Complaint

  Date:02/09/2025

  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.

  February 09, 2025 ***** P. ****** ************************************** *** **** ******, CEO, GNC ***************************************** Via Email (**************************************************************************** and Fax @ ************) Re: Two Bottles of ****** ISOMER E; ***** 001 ****** 02/05/25; 11:16; Cashier #****; Consultant: Jinno; Expiration Date: 10/25 Dear *** ******,I received the referenced Vit E bottles on 02/08/2025. Unfortunately, they will expire in 8 months. It is unacceptable to accept this vitamin that expires so soon. What are you trying to do shove the inferior product down our throat because we are not there to inspect?On 02/08/2025, I indicated my displeasure via your survey. No response received. Now, I am asking you to send me replacements, ASAP, along with a postage paid return label so that I can send these back. I am an 84-year-old senior and cannot drive to your store in *******, ***There are other serious problems with this product. The *** seal is missing. In the past there used to be a *** seal to have consumer confidence. I have a question about the purity of this product. Also, GNC charged TAXES AS FOLLOWS: *****% + 6.00 % + 1.25% + 0.50 %, A TOTAL OF WHOPPING 18% SALES TAX? What is going on here? Are you double dipping here? I never heard such a thing 18% sales tax. It is no surprise that you are closing your stores. I will never again order from GNC. Please consider a proper refund.Should you have any questions please contact me at your convenience.Yours truly,***** P. ****** Home Telephone: ************ NOTE: FAX N0 DID NOT WORK. EMAIL DID NOT WORK EITHER. THIS ** IS ROBBING US BLIND.

  Customer Answer

  Date: 02/11/2025

  Please see attached letter that consumer sent to the business.

  Business Response

  Date: 02/11/2025

  Hello! 
  
  We validated the purchase information and product details, due to the information provided by the customer, we have generated an exception process to our return policy and generated a full refund of the order ************, and the product reported by the customer.
  
  This refund was generated in the amount of $36.64 to the original method of payment and will be reflected in 1-5 business days.
  
  Thank you for contacting GNC. Customer Service. 

  Customer Answer

  Date: 02/12/2025

  
  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. 

  Hello ********, I just wanted to thank you for the resolution offered by GNC.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:01/21/2025

  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.

  Since January 4, I have contacted GNC **************** six times and my local ******************** in ********, **, once regarding the abysmal service I have received concerning my GNC Health Plus subscription. On January 4, I noticed that my GNC Health subscription was canceled unexpectedly. Unbeknownst to me, until my first call to customer service, the ******************** ************** was discontinued as of 12/31/24. ... GNC gladly took my monthly subscription fee without notice within days of the programs cancellation....I understand that ending GNC Health was a necessary business decisionmore than likely due to higher operational costs than GNC originally expected. However, the botched handling of this change without a plan for continuity or even a communication campaign is the stuff of business amateurs worthy of a ***** ****** in change management, business continuity, customer service, and, quite frankly, basic Marketing 101. ...As of the writing of this complaint, my December 31 order, presumably my medications, is still waiting to be shipped. I was first promised it would arrive between January 5 and January 9. Given that the entire country was under several feet of snow, I accepted that inclement weather was the reason for the delay. Then, I was told that my order would arrive between January 18 and January 22. Today is January 21, and there has been no change in the orders tracking details. The only significant change is that I am now expecting my order between January 26 and January 29. ... I have been given GNC (Revive) Healths contact information, ************, which I have no problem contacting, except for the fact that this number is directed towards ******* is GNC rectifying this problem? Wiping the internet of GNC Health is not the answer, except for your businesss cowardly behavior in the face of appalling management and complete failure....The full complaint attached.

  Business Response

  Date: 02/03/2025

  Hello team! 
  
  We validated the information of the order and the customer's account; in this, we were able to confirm that the order reported by the customer, ************, was generated on December 29th by an automatic renewal in the account by ******************** Health Plus. Because this renewal was generated a few days before the deactivation of this service, we generated a full refund of the same for the total of $8.99 on January 23rd, 2025. This refund was generated to the payment method originally used on the order.
  
  Also, we confirmed the order information and found that the order does not relate to any physical item, only the membership renewal, so there is no pending shipment on the order.
  
  Please feel free to contact us if you have any other questions.