I have been a GNC Pro Member for years. I went into the Pooler store for the first time on 9/12, looking for some products that I use, and possibly changing one. I took the managers advise because he is, after all. (subject matter expert). While I was in the store I also made an inquiry on a specific flavor for a product that I use regularly. The MGR told me it was not available online, and that it was a trial product (LIE). So, I went to check out, using my member #, and asked about my rewards. He said I needed to apply for them online and print them out. (LIE#2). I paid for the products, and left. I went online and immediately saw the flavor I previously asked about, and ordered it with no issue. The new product I bought, I used for my workout that day, and was not impressed. Knowing that GNC policy for corporate and franchised stores is return within 30 days if you are not satisfied, I went on 9/17 to return the product. I didnt have a receipt, but there was proof of the purchase on my account that the MGR could access. I told him I was making a return, and he said he couldn't with a printed receipt due to COVID19. (LIE#3). I told him that he could find the record on my account. He declined to do so. I left, extremely pissed off, and went home and called GNC corporate customer service, and told them about the issues that I wrote above, only after I gave a terrible Google review. In less than 2 minutes, I was told the information I was given was wrong, and that I can return the product @ any GNC. I went to a different GNC today and made the return without any issues.
Thinking about this whole ordeal, I decided to call the GNC that I originally went to and ask why he lied. The manager responded with," I don't care what corporate says!! This is a franchise store!!" He said he would have made an exception, but I walked in being rude. I wasn't rude until I was denied the return which is a GNC policy, and written in private owner franchisee agreement. I asked why he lied, and he tap danced around making this my fault. Not the Case!! He said the review I made on Google was 'Bull Crap!!" and hung up on me.
As a business owner and career in the customer service industry, this was an eye opener for me.
I caution anyone to STAY AWAY from GNC Pooler, and go to a number of other stores with employees who care about customer needs. read more
