I recently made a $200 purchase at this GNC, which included signing up for the Pro Membership because we planned to continue shopping at this location and take advantage of the membership benefits.
Part of our purchase was a package of wrist wraps that was supposed to contain two wraps. When we opened the package at home, we discovered that it only contained one. When we had the opportunity to return to the store, we brought the item back expecting a simple exchange for a sealed package that contained both wraps.
Unfortunately, our experience with the manager, Jeremy, was very disappointing. When we explained the situation, he initially stood there in silence and simply said, "I don't know what to do." After my husband questioned the lack of response, Jeremy explained that he was concerned we could have kept one wrap and then returned the package, stating that he gets a lot of people coming in for returns and exchanges. Jeremy stated that he protects the business by questioning and declining returns/exchanges. Except this time he did the total opposite because this negative interaction caused him customers.
We understand that stores need to protect themselves from fraudulent returns, but we were the customers who purchased a defective/missing-item package and came back to have the issue resolved. We were not asking for anything unreasonable--we simply wanted to exchange the incomplete package for a sealed one containing the two wraps we originally paid for.
It took some time and questioning before the manager ultimately agreed to the exchange. While we were eventually made whole, the interaction left a very negative impression.
This is our local GNC, and we were planning to continue shopping here. Unfortunately, after this experience, we no longer feel comfortable giving this location our business, particularly when the manager made what should have been a straightforward customer-service issue feel like we were being treated with suspicion.
I hope management takes this feedback seriously because customer service matters, especially when customers are spending a significant amount of money and choosing to become members. read more