Business Profile

Health Products

General Nutrition Centers, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

144 total complaints in the last 3 years.
50 complaints closed in the last 12 months.

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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:07/21/2025
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.
On July 7th 2025 I placed an order (#************) on GNC's website for Raw Nutrition Vegan Vanilla Protein Powder, a product I have been buying for several months. The product I received had vastly different ingredients than what I bought (see attached, the photo is what I received and the screenshot is what was on their website).

Hoping I could return the item, I emailed GNC on 7/15. They did not respond for a while, so I called them on 7/21. The phone call took 30 minutes, and they wanted to deny me a refund. They were going to require that I drive to a GNC (which is far from me) or pay for my own return label. This is not acceptable when they made the mistake, plus it goes against their own return policy listed on the website (see attached).

When they did refund me, it was only for $30.18 and not $54.99 (not including sales tax). I've attached the email they sent me where, after I asked for a refund/return, they ignored it and wrote something about reformulation. I cannot tell from the order email if there was any kind of discount applied, but of course I only expect a refund for the exact amount I paid for the product.

I believe this business is intentionally making it difficult for consumers to return items, even when they have made the mistake (such as listing incorrect ingredients). I feel they are doing this intentionally because most people will give up, which is very disingenuous. I would like for them to be contacted about this ongoing issue and amend their behavior to be more consumer-friendly.
Business Response
Date: 07/21/2025
Following our review, we can confirm that a refund for the Vegan Protein - Vanilla (25 Servings) (Product code 604763) was processed on July 6, 2025, for $30.18.

This refund amount reflects the item's final price after the BOGO 50% Off Mix-and-Match promotion was applied. The item's original price was $57.68 ($54.99 plus $2.69 for taxes), from which a promotional discount of $27.50 was deducted, resulting in a final cost of $30.18.
Customer Answer
Date: 07/22/2025
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.

I do appreciate the full refund, thank you. For me this is resolved. But I do not want you to treat other consumers this way. I am requesting that you immediately own up for a mistake. If you send the wrong product, the product is damaged or mislabeled; it should not take 30 minutes of arguing with a customer service rep to fix it. You should offer prepaid mailing labels for returns at the very least, or prompt refunds. I am requesting that you follow the return policy written on your own website, and educate your customer service reps on it. Do not treat customers this way ever again.

Regards,

******** **********
Initial Complaint
Date:07/05/2025
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 placed an order with GNC, and the tracking information shows the package was delivered to a parcel locker. However, I did not receive any package at my address and was not given any code or instructions to access a locker. When I contacted GNC customer service for help, the representative was extremely rude and unhelpful, dismissing my concern by saying it might have said delivered prematurely.I have paid for a product that I did not receive and feel I have effectively been robbed by GNC. I am requesting an immediate resolution: either my product must be delivered promptly or I must be issued a full refund.
Business Response
Date: 07/21/2025
Upon detailed review, our records confirm that the order was successfully delivered to a parcel locker at 5:24 PM on July 5, 2025, in *******, ********. This information is consistent with the tracking details provided by USPS under tracking number 9234690371630500003773. We have verified that the delivery location matches the shipping address provided for the order: *************************************************

As our records, supported by the carrier's tracking information, indicate the package was delivered as expected to the correct and provided address, our responsibility for the delivery of this order has been fulfilled. Therefore, we are unable to process a refund or reshipment for this particular order.

Should the customer believe the package was stolen after its confirmed delivery to the parcel locker, we strongly advise them to contact their local law enforcement authorities to file a police report. They may also wish to inquire with their building's management or local postal service regarding security protocols for parcel lockers.

********************************************************************************
Customer Answer
Date: 07/22/2025
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.

It was the USPS lady, she delivered it to the wrong address and it took me a few days of asking around to find it. Your information was inaccurate and clearly you have no respect for your customers. Im not surprised you have the ratings that you have. Disgraceful.

Regards,

******* *******
Initial Complaint
Date:07/02/2025
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.
Ordered Vanilla ( 2 containers ) with a subscription. While packaging said Vanilla the flavor was coffee. Was on the phone with another country for over 40 minutes and got ZERO resolution of the issue. The company refused to fix the issue All I ******* want is what I ordered
Customer Answer
Date: 07/02/2025

Order#: 200024155284

100% Whey Protein 69.5oz size

Business Response
Date: 07/03/2025
Hello team!
After carefully reviewing the case and the pictures provided by the customer, we have confirmed that the product he received matches the item and flavor originally ordered. If the customer wishes to return the products, he is welcome to do so in accordance with our return policy. In order to better serve our customers, a Cash Refund and Exchange Refund policy has been established. Customers can return their purchase with a valid sales receipt, ************************ digital packing slip, or verification of purchase date, tender and amount paid via a loyalty customers Transaction History within 30 days from the date of purchase. For further details on our return policy, please visit the link: *****************************************************************************************************************************************************************.
Customer Answer
Date: 07/03/2025
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.

This response is INCOORECT. The product INSIDE the containers is not what is on the packaging. The contents are coffee flavored the CONTAINER says Vanilla. Obviously this has been either packaged wrong or tampered with. My request is that I get the correct flavor as I dont like coffee or I get a full refund as I do not want this product.

Regards,

*** *******
Business Response
Date: 07/09/2025
Hi Team, As previously communicated, the photos provided by the customer confirm that the product received matches the item that was ordered. However, we understand that the customer is not satisfied with their purchase. For this reason, the customer is welcome to make use of our return policy and return the product to any of our corporate stores, where they will be issued a full refund for their purchase. To complete the return, the customer only needs to present the packing slip, which we have attached to this message.
Customer Answer
Date: 07/10/2025
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.
As a customer I should not have to pay to ship this material back. It is not Vanilla and looking on the internet this is an ongoing issue for GNC.
Please send me a label to ship back to GNC on THEIR dine

Regards,

*** *******
Business Response
Date: 07/15/2025
Hello team, As outlined in our return policy, customers may return products to any ******************** corporate store free of charge. For the customer convenience, we have also included a prepaid return label with this message, allowing the customer to return the products directly to our distribution center if preferred. Once the return is received and processed at the distribution center, the refund will be issued within 1 to 30 days, in accordance with our return policy.
Initial Complaint
Date:07/01/2025
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 placed an order with GNC on November 29, 2024, and received the product in good condition. I stored it indoors in a clean, dry, and temperature-controlled environment as instructed (on a dinner table in my home, away from heat or moisture). When I eventually opened the product, I found it to be defective.I reached out to GNC customer support, but they denied assistance, claiming the item was not stored properly simply because it was placed on a dinner table. I clarified that the environment met the required cool and dry conditions, yet they refused to acknowledge the issue or provide a refund or replacement. Additionally, they cited the time since purchase (over 7 months) as a reason, although supplement products should not become defective within that period under proper storage.I am requesting a refund due to a product quality issue. I believe I followed all reasonable storage instructions, and the product should not have become defective under normal indoor conditions.
Business Response
Date: 07/13/2025
We contacted the customer through our customer service team and were able to reach an agreement where we generated a reshipment process for the two affected units, along with a gift card for all the inconveniences presented.
Initial Complaint
Date:06/30/2025
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.
GNC advertises a "Pro Plan" that offers expedited 2-day shipping. However they refuse to ship anything faster than a standard ****** SmartPost" which is equivalent or slower than ground shipping. As far as I understand it, taking money for something and refusing to deliver on it, is fraud, is it not? This is not an isolated incident. EVERY 2-day order I've had has missed it's delivery date, as GNC still ships every order with the same SmartPost delivery method. A legitimate business that ships according to the selected shipping method would have selected ***** 2-day shipping. If you're not going to ever honor the terms of your "Pro Plan" and falsely advertise 2-day shipping, refund the money I spent on the plan. It's been 7 days since I made the order and it's still not here. Be better.
Business Response
Date: 07/01/2025
Hello!

We validate customer order information and purchase history. We found that, aside from the last order, all other orders were delivered within our 2-day shipping, which gives a delivery time of 2-3 business days once the order is confirmed.
GNC Shipping policy: **************************************************************************************************************************

In these situations, where external factors delay the order, such as system failures, delays in package pickup by the carrier, or unexpected events during the delivery process, our customer service compensates for these orders, either through gift cards or through our system. Currently the client contacted us on June 26th where he reported a delay with the order, in this, given the inconveniences, a total of 150 points were awarded to the client's account as compensation for the delay in the delivery of the package, and given that the estimated delivery date is until July 3rd (************), we have added 300 additional points to the client's account in compensation for the delays presented.

GNC Rewards: *********************************************************************************************************************************************
Customer Answer
Date: 07/01/2025
[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:06/14/2025
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 placed an order with GNC on June 7, 2025, for four boxes of "Energy and Metabolism Vitapak&#***; Program (30 Servings)". My order number is ************. The order was partially shipped via ***** and partially via ****. While the ***** items arrived, the **** portion never did.I never received a tracking number for the **** package, and had no way to follow up until I was told after the fact that it was delivered. However, the package was not in or near my mailbox, and I did not receive any notice of delivery. I even visited the **** office in person to confirm, and they had no further information.I contacted GNC customer service multiple times. At one point, a refund was verbally promised, but later reversed. The company refuses to issue a refund or reshipment despite the fact that I never received the goods.I am requesting either a full refund. I have all communication records and **** delivery scans available upon request.
Business Response
Date: 06/15/2025
Hello!
We validated the order information and the customer's report, and were able to generate a refund exception for the missing items from the customer's order. This refund was generated today, June 15, 2025, in the amount of $167.85 for the four missing units. This price is after discounts, which explains the difference from the $239.96 reported by the customer.
This refund will be reflected in the customer's payment method within 1-5 business days.
Initial Complaint
Date:06/13/2025
Type:Billing 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.
On 6/10 after reviewing my bank activity, I realized a $120.07 charge (posted on 6/8) was removed from my bank account without permission. I contacted GNC on 6/10 and was told I would be contacted between ***** hours for a resolution. It is been 72 hours with no update. This is unacceptable how GNC has removed money from my account without any request and no urgency to fix.
Business Response
Date: 06/25/2025
Hello!
We've thoroughly validated this situation with our team. We confirmed that these charges were generated as duplicates from a previous order. Therefore, we issued a full refund on June 13th for a total amount of $120.07 to the original payment method.
This information was provided to the customer through a new case ********.
******************** Customer Service.
Initial Complaint
Date:06/01/2025
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.
Ive had two gnc orders stolen and they are refusing to issue a refund or replacement despite there being police reports filed for these incidents. They have said that they have washed their hands of it because the carrier said it was delivered.
Business Response
Date: 06/02/2025
We validate in detail the information about the two orders reported by the customer as lost or stolen. In them, because they were reported as delivered on different dates and since the delivery data correspond to the customer's address, we can not be responsible that these could have been stolen or similar from the apartment/residential mailbox. This is because the two packages do not show any exception or problem during the delivery of the same.

Attached to this message you will find a PDF with all the delivery information of the orders.
Initial Complaint
Date:05/23/2025
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 placed an order on May 14th. On May 16th, it was said to be delivered. The carrier site shows that it was delivered to a completely different door than mine. We live on a military installation so all of the houses look identical except for the doors which are a different color. My door is not the same as the one shown in the carrier's picture. When I talked to a customer service associate, they asked if I would like a refund or reshipment so I assumed like most legitimate companies would do, that they would send me a reshipment. But then I was told that GNC would look into matters and days later I received an email stating that they would not reship or refund me anything since it was supposedly delivered to the address on file. But by looking at the image, it clearly was not. I then speak to a customer service agent which had no care about the fact that I was out of a $100 shipment. I was told that I was denied my request and to contact the carrier service, which I have, and have not heard from. It should not be MY fault that GNC's carrier service misdelivered my package and I have seen through research that it should be up to the seller to provide a refund if a package goes missing, and not up to the buyer to beg and plead for their missing package or a refund. I have been through this once before with another company and they were very kind about the issue and immediately sent me a reshipment. The customer service with them was superb and I really felt like they cared about my feelings and heard me. I have never dealt with a company who so blatantly disregards a customer's feelings as this one and makes me never want to shop here ever again.
Business Response
Date: 05/24/2025
Thank you for reaching out to GNC! We have reviewed the previous case and information provided in the complaint and offered the customer either a new shipment (2-3 business days) to be sent at no cost or a refund (1-5 business days) if she no longer want the items. Assisted through customer service.
Have nice day!
Customer Answer
Date: 05/30/2025
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.
GNC sent me an email asking if I would take a replacement or a refund. I responded to them that I would like a refund. They have not answered my email back to let me know that they have received my response, nor have I received a refund. I decided to give them some time to do so before I closed out this case but since they still have not sent me a refund like they claimed, I am still unhappy with this situation.

Regards,

******* St. Cin
Initial Complaint
Date:05/23/2025
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 went to the store on Monday May 16th and bought pre workout and asked the cashier if I could return them, to which he said yes I could return opened or unopened so I bought the pre workout knowing confidently I could return them if opened. I had an issue with the pre workout and decided to return them a week later and it was a new associate that I havent seen before his name was ****. I tried to return them and he said, okay what will you be exchanging them for today. I said I would actually just like to return the products. Then he proceeded to say we dont do returns on opened products I told him the former associate who sold them to me said we can and he started blaming he saying he was new. He then made an arrogant comment saying, I mean they are both opened what do you expect me to do, these products were only used once and had a lot of product left. I proceeded to leave the store and call a gnc on ******************** where I spoke to an associate named ***** who said **** was simply wrong and they do accept returns on opened products. I walked back in and they talked to each other then **** called I think it was a district manager and she instructed him it is store policy to allow opened returns. Then he followed the orders and tried to make the refund but then gave me an excuse its not showing up in our system and told me he cant proceed with the refund to which I called ***** and he easily found it in the system at the other gnc location. The next day I returned at a time where **** wouldnt be in the store and the associate ****** helped me easily out and entered the refund manually which I think **** knew how to do and simply didnt try because he wanted to single me out. At the end of the day, this store associate made me feel belittled and discriminated against. I just want future customers to have a safe and positive shopping experience. With associates like **** around he proves to shows signs of discrimination and disrespect for some reason.
Business Response
Date: 05/26/2025
Hello!

We truly appreciate the time the customer has taken to report this situation and provide us with all these details. It is extremely important for GNC to have a clear and complete overview of the experience being provided through our customer service channels. After all, ******************** exists for and by our customers.

With the information the customer provided us through this channel and through a previous contact with our GNC channels, we will ensure we follow up with this store associate in order to correct this behavior and prevent similar situations, not only in this store but across all our customer service channels.

We once again appreciate the time and information you provided.

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