Nutrisystem, Inc.

April 27,
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The complaint filed by Mr*** *** was received on April 15, and has been forwarded to me for response
After reviewing Mr*** complaint I contacted our Customer Service Department to determine if they had a listing for Mr*** or his email address ***. Mr*** email address is not registered with Nutrisystem and Nutrisystem has no profile for Mr*** in its database. Based on the information that Mr*** provided, it appears that she received an email from a third party which contains some type of Nutrisystem promotional offer.
Nutrisystem takes spam emails and the sending of them very seriously. Nutrisystem is unable to determine the origin of the emails from Mr*** complaintIf Mr*** could forward the actual emails to me, we would be in a better position to determine who is sending them. In the meantime, Nutrisystem has placed Mr*** email address on its own “Do Not Email” list
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***, or you may write me at the address set forth above
Sincerely,
Donna D***
SrCorporate Paralegal
Nutrisystem, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the guarantee and return policy is misleading How is it possible that so many of your customers are dissatisfied wi botth the product and return policy As a disabled senior citizen I will continue to persue this matter through my Attorney oth,the Federal Trade Commission and the AARP I' have lost no weight and I am out + dollars Don't quote me your deceptive ears and conditions as who could possibly return your product within days YOUR COMPANY IS A fraud and I will continue to persue this till a satisfactory resolution
Regards,
*** ***

August 23, Revdex.com Of Metro Washington DC and Eastern Pennsylvania Attn: Ms*** *** John FKennedy Blvd., Suite Philadelphia, PA Re: *** ** ***, ID *** Dear MsOrtiz, The complaint submitted by Ms*** ** *** was
received on August 5, Our customers have the option to purchase a one-time order, an auto-delivery order or they can purchase a la carte items. If our customer’s purchase a one-time order or a la carte order they do not receive the discounted price that our auto-delivery customers receive. On July 11, Ms*** purchased the NutriSystem Auto-Delivery Program at www.nutrisystem.com. With our Auto-Delivery Program, customers receive a 35% discount off the regular one-time rate of a 4-week plan with an auto-delivery purchaseOur customers also receive free shipping (Continental US). By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every weeks unless they cancel. If they are not 100% satisfied, they can call ###-###-#### within days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping. If our customers decide to cancel before the second shipment and after the day guarantee period, they authorize us to charge a $early cancellation fee. If they cancel any time after they receive their second month there is no fee. After reading this language, customers click to “submit their order”. The terms and conditions of the auto-delivery program have always been posted throughout the website (please see the attached page)However in response to customer complaints and inquiries Nutrisystem has added additional language and information throughout the website to make it clearer to our customers that they are choosing the Auto-Delivery program and agreeing to the terms and conditions of the program, including the $cancellation charge before they make their purchase. Specifically, the auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page) and if the customer clicks on the Auto-Delivery option the benefits of auto-delivery as well as the cancellation fee are clearly stated (please see the attached page). Ms*** submitted her order and agreed to the terms and condition prior to her purchase. Ms*** received her first order on July 14, On August 1, Ms*** was sent an email indicating Nutrisystem was beginning to process her second order On August 5, Ms*** contacted Nutrisystem requesting the cancellation of her Auto-Delivery programMs*** was informed that she would be charged $if she chose not to accept and pay for her second shipment under the terms of the auto-delivery program. Ms***’s program was cancelled and she was charged the $cancellation fee in accordance with the terms and conditions of the auto-delivery programMs*** is not due a refund for the charge. If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***, or you may write me at the address set forth above Sincerely, Donna D*** Senior Corporate Paralegal Cc: Denise B***

March 29,
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Attn: *** *** ***
Re: *** ** *** ID ***
Dear ***
***,
The complaint submitted by *** *** ** *** was received on March 14, 2016.
On February 4, *** *** enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com. With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchaseYou also receive free shipping (Continental US). By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every weeks unless they cancel. If they are not 100% satisfied, they can call ###-###-#### within days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping. If our customers decide to cancel before the second shipment and after the day guarantee period, they authorize us to charge a $early cancellation fee. If they cancel any time after they receive their second month there is no fee. After reading this language, customers click to “submit their order”. The terms and conditions of the auto-delivery program are also posted throughout the website. The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page). *** *** submitted her order and agreed to the terms prior to purchasing. *** ***’s order was shipped to her on February 9,
On February 18, *** *** contacted Nutrisystem and requested a refund under the Money Back Guarantee. *** *** was issued a return label to return the unused food products she had for a refund. *** ***’s order was returned to Nutrisystem on February 23, and a refund request was processed for *** ***. *** *** paid for her order using a gift card and credit card. Nutrisystem does not have the ability to issue a partial refund via check and credit card. All orders paid for via *** or Nutrisystem gift cards are refunded via check. This information is posted on the Nutrisystem website (please see attached). We apologize that *** *** was provided with incorrect information when she spoke to customer service. *** ***’s refund check was expedited and it was mailed to her on March 23, 2016. *** *** should be in receipt of the check at this time. We wish *** *** continued success with her weight loss goals
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

December 15,
face="Times New Roman">
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn: *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** *** ***, Id ***
Dear *** ***,
The complaint submitted by *** *** *** on November 26, was received in my office on December 2, and has been forwarded to me for response.
According to Nutrisystem’s records, on October 9, *** and *** *** enrolled in the NutriSystem Auto-Delivery Program. With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least shipmentsCustomers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel. Customers are sent an e-mail reminder or given a telephone call when their next order is to be shippedCustomers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.comTo cancel their Auto-Delivery order, customers must call ###-###-####. If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery. *** and *** *** were both shipped their first orders on October 20, 2014. According to *** delivery records, both *** and *** ***’s packages were delivered on October 22,
On November 10, *** and *** *** contacted Nutrisystem and requested to cancel their Auto-Delivery Program. They also requested to return their unused food products for a refund. Both *** and *** ***’s Auto-Delivery programs were cancelled and they were each issued a return authorization number to return their unused food products for a refund.
On November 19, *** *** was issued a partial refund in the amount of $for the unused food products he returned.
On December 3, *** was issued a partial refund in the amount of $for the unused food products she returned
Nutrisystem has both a Money Back Guarantee and a Return Policy. In order for our customers to take advantage of the Money Back Guarantee the customer must contact Nutrisystem within days of delivery of their order and return the remaining non-frozen food back to Nutrisystem in order to receive a full refund (please see Money Back Guarantee attached). In order to return unused food products under the Return Policy, Nutrisystem customers must contact Nutrisystem within days or receiving their order and return the unused non-frozen food products for a refund (please see Return Policy attached).
*** and *** *** contacted Nutrisystem to return their unused food products for a refund on November 10, 2014. This was days after each of their orders were delivered to them (see *** delivery receipts attached). *** and *** *** returned their unused food products on November 19, and were issued the appropriate credits in the appropriate time frame in accordance with Nutrisytem’s Return and Refund Policies (please see both policies attached). We are sorry that *** and *** *** were not satisfied with the program, but Nutrisystem cannot issue them any additional credit. We wish *** and *** *** continued success with their weight loss goals.
If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

February 18,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ** ***, ID ***
Dear *** ***,
The complaint submitted by
*** *** ** *** was received on February 5, 2016.
*** *** enrolled in the Nutrisystem auto-delivery program via the website www.nutrisystem.com on January 6, 2016. *** *** purchased the Uniquely Yours customized program which includes both frozen and ready to go food products. The frozen and ready to go products are shipped separately to our customers. *** ***’s frozen products were shipped to him on January 13, 2016. *** ***’s ready to go items should have been shipped to him on or around the same date.
Nutrisystem utilizes a third party - *** to ship our products to our customers. Nutrisystem was not aware that *** *** did not receive his ready to go products until he contacted Nutrisystem via telephone on February 2, 2016. Nutrisystem records all calls for quality assurance and training purposes and reviewed the call when *** *** contacted Nutrisystem about his missing products. The customer service representative that *** *** spoke with apologized for the delay and provided *** *** with the *** tracking number for the packageThe customer service representative informed *** *** that she saw that *** received the package, but she didn’t have any other information. The Customer Service Representative informed *** *** that he could contact *** directly. She offered to delay *** ***’s next shipment and she informed him that she could reship order if it was lost. The customer service representative delayed *** ***’s next shipment and thanked *** *** for his patience. *** *** later contacted Nutrisystem and indicated that *** informed him that they never received his package, they only received a label. The customer service representative apologized and submitted a request to have the order reshipped to *** ***. The order was delivered to *** *** on February 9, 2016.
We apologize to *** *** regarding the shipping problems he experienced with the ready to go portion of his order. Nutrisystem is investigating this matter. Mr. Lavelle contacted Nutrisystem and cancelled his auto-delivery program on February 7, and *** *** was also sent the missing food products that he did not receive. If *** *** is not satisfied with the ready to go products he received he can contact the customer service department at ###-###-#### to return them for a refund in accordance with the Nutrisystem return policy We wish *** *** continued success with his weight loss goals
If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

April 13, 2016Dear *** ***,The complaint submitted by *** *** *** was received on March 21, 2016.On February 29, *** *** enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.comWith our Auto-Delivery Program, customers receive a special discount off the full retail
value of a 4-week plan with an auto-delivery purchaseYou also receive free shipping (Continental US)By clicking the Submit My Order, customer's authorize us to automatically charge and ship their order every weeks unless they cancelIf they are not 100% satisfied, they can call ###-###-#### within days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shippingIf our customers decide to cancel before the second shipment and after the day guarantee period, they authorize us to charge a $early cancellation feeIf they cancel any time after they receive their second month there is no feeAfter reading this language, customers click to “submit their order'The terms and conditions of the auto-delivery program are also posted throughout the websiteThe auto-delivery terms and the cancellation fee are conspicuously displayed at the 'submit my order' button (please see the attached page)*** *** submitted her order and agreed to the terms prior to purchasing*** ***'s order was shipped to her on March 2, 2016.On March 21, 2016, *** *** contacted Nutrisystem via telephone to cancel her auto-delivery programNutrisystem records all calls for quality assurance and training purposes and has reviewed the call when *** *** called to cancel her order, *** *** did not request to return anything when she contacted NutrisystemShe only requested the cancellation of her Auto-Delivery programThe representative that *** *** spoke with offered the option to switch *** *** to another program, but she declinedThe representative then informed *** *** that she would be charged a $cancellation fee since she was cancelling her Auto-Delivery program before she received her second shipmentThe representative did not indicate to *** *** that she could pay the fee at a later date*** *** indicated that she would be a hold on the credit card and pay it at a later dateThe representative cancelled her Auto-Delivery program and *** *** was charged the $cancellation fee in accordance with the terms and conditions of her purchase of the 4-week auto-delivery programAlthough *** *** was fully informed of the terms and conditions of the Auto-Delivery program and properly charged the $cancellation fee Nutrisystem has issued *** *** a refund of the $charge in the spirit of good consumer relations*** *** should see the credit applied to her account with 5-business days depending on her financial institutionWe wish *** *** continued success with her weight loss goals.If you have any further questions, please do not hesitate to contact me at ***, or by email to ***@nutrisystem.com, or you may write me at the address set forth above,Sincerely,Donna DSenior Corporate Paralegal

August 3, 2016Dear *** ***,The response from *** *** *** was received in my office on July 14, 2016.We are sorry that *** *** was not satisfied with our original responseAs indicated in our original response, Nutrisystem records all calls for quality assurance and training purposesThe calls when *** *** spoke to a representative were reviewedWhen *** *** contacted Nutrisystem on June 7, to cancel her auto-delivery program and obtain a refund under the money back guarantee the representative *** *** spoke with could have been more empathetic, but Nutrisystem did not find that she was argumentative or rudeThe representative asked *** *** standard questions to identify the reason *** *** was cancelling and was not satisfied with the program, Our representatives are required to ask these questions so that Nutrisystem can better understanding as to the reasons why some customers cancel so that we can better serve our customers in the futureWe apologize if *** *** found these questions to be argumentative or rude.The representative that spoke to *** *** on June il 6, regarding the package that was returned to her tried to help *** ***He indicated she should contact *** because Nutrisystem showed the label as valid and he could not speak to the reason why *** returned the package to *** ***It was not unreasonable for the representative to ask *** *** to contact *** for more information.As indicated in our initial response *** *** was later issued a new return label and her shipment was returned to Nutrisystem*** *** was issued a full refund in the amount of $257.69.if you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above.Sincerely,Donna DSenior Corporate Paralegal

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Dear *** ***,
I received your email with the complainant I had regarding #*** with NutriSystem and it is a complete lie by Nutrisystem I did not create a profile and I did unsubscribe to their emails times and the 3rd time I sent a note I would turn them in to the Revdex.com if their emails continue which they continued and that’s when I contacted you, I have two email addresses and now I don’t know how but they are sending to my other email *** which I unsubscribed times today we’ll see what happens in 7-daysThanks,
***
Regards,
*** ***

September 27, Revdex.com of Metro Washington DC and Eastern Pennsylvania John FKennedy Blvd., Suite Philadelphia, PA Attn: *** *** *** Re: *** ***, Case# *** Dear *** ***, The complaint
submitted by *** *** was received on September 14, *** is on the Nutrisystem Uniquely Yours Auto-Delivery Program. The Nutrisystem Uniquely Yours Program includes both ready to go shelf stable foods and frozen foods. The frozen foods are shipped separately from the shelf stable foods. Our customers are informed that their food orders should arrive approximately to business days from when they place their orders. *** was shipped the ready to go portion of her September order on September 7, 2016. However, the frozen portion of ***’s order was delayed in shipping due to the high demand for our frozen food products. *** received the frozen portion of her order on September 16, 2016. We apologize to *** for any delay and we wish *** continued success with the program If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above Sincerely, Donna D*** Senior Corporate Paralegal Cc: *** ***

July 28, Revdex.com Of Metro Washington DC and Eastern Pennsylvania Attn: *** *** *** John FKennedy Blvd., Suite Philadelphia, PA Re: *** ***, ID *** Dear *** ***, The complaint submitted by *** *** was
received on July 11, On June 3, *** *** enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com. With our Auto-Delivery Program, customers receive a 35% discount off the full retail value of a 4-week plan with every auto-delivery purchaseThey also receive free shipping (Continental US). By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every weeks unless they cancel. If they are not 100% satisfied, they can call ###-###-#### within days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping. If our customers decide to cancel before the second shipment and after the day guarantee period, they authorize us to charge a $early cancellation fee. If they cancel any time after they receive their second month there is no fee. After reading this language, customers click to “submit their order”. The terms and conditions of the auto-delivery program are posted throughout the website*** *** submitted her order and agreed to the terms and condition prior to her purchase. *** ***’s shipment was shipped to her on June 6, On July 6, *** *** was sent an email indicating her next shipment was being processed for her. The email advised *** *** that she had until July 8, to make changes to her order On July 9, 2016, *** ***’s second shipment was shipped to her. *** *** went online the same day (July 9, 2016) and delayed her third shipment. On July 11, 2016, *** *** contacted Nutrisystem. *** *** indicated that she did not want the second order that was in transit to her, *** *** indicated she had delayed her order online. *** *** was informed that she delayed her shipments after the second shipment was already in transit to her. *** *** was informed she could return the shipment for a refund and she was issued a return authorization number *** *** was issued a return label (at no cost to *** ***) on July 22, to return the second shipment she receivedNutrisystem does not show that the shipment has been returned to Nutrisystem, but a credit will be issued to *** *** when the shipment is returned to Nutrisystem If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above Sincerely, Donna D*** Senior Corporate Paralegal Cc: *** ***

July 6, Revdex.com Of Metro Washington DC and Eastern Pennsylvania Attn: *** *** *** John FKennedy Blvd., Suite Philadelphia, PA Re: *** ***, ID *** Dear *** ***, The complaint submitted by *** *** was
received on June 17, On May 12, *** enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com. With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchaseYou also receive free shipping (Continental US). By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every weeks unless they cancel. If they are not 100% satisfied, they can call ###-###-#### within days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping. If our customers decide to cancel before the second shipment and after the day guarantee period, they authorize us to charge a $early cancellation fee. If they cancel any time after they receive their second month there is no fee. After reading this language, customers click to “submit their order”. The terms and conditions of the auto-delivery program are also posted throughout the website. The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page). *** submitted her order and agreed to the terms prior to purchasing. *** received her first shipment on May 19, On June 2, *** was sent an email indicating her next shipment was being processed for her. *** did not respond to that email or make any changes to her next scheduled shipment. On June 13, *** was shipped her second shipment*** received her order on June 15, 2016. On June 15, *** contacted Nutrisystem. *** indicated she only wanted one shipment and she was not aware she was on auto-delivery. *** was informed that she could return the non-frozen food products for a refund, but the frozen items were non-returnable/non-refundable. The customer service representative that responded to *** agreed to waive the $return label cost. To date, the non-frozen portion of ***’s order has not been returned to Nutrisystem. Nutrisystem has a day return policy in place (please see attached). If *** returns the non-frozen food products she received on or before July 15, Nutrisystem will issue her a refund for those food products. If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above Sincerely, Donna D*** Senior Corporate Paralegal Cc: *** ***

March 16,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ***, ID ***
Dear Mr***,
The complaint submitted by Mr*** *** was received on February 25, and has been forwarded to me for response
Nutrisystem records all calls for quality assurance and training purposes. I have personally reviewed the call when Mr*** spoke to a Nutrisystem sales representative to place his order. Mr*** contacted Nutrisystem via telephone after he indicated he was having trouble placing the order online. Mr*** initially indicated he wanted an a la carte order with days of food items with six meal occasions per dayThe sales representative and Mr*** went through all of the food items Mr*** wished to purchase. The sales representative totaled the order and provided him with the a la carte pricing which was $642.36. When Mr*** indicated he did not want to spend that much the sales representative gave Mr*** the option to enroll in the Nutrisystem Auto-Delivery programWith the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least shipmentsCustomers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel. Customers are sent an e-mail reminder or given a telephone call when their next order is to be shippedCustomers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.comTo cancel their Auto-Delivery order, customers must call ###-###-####. If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery. The sales representative informed Mr*** that the best price he could give him was $which included the price of cancelling the Auto-Delivery, however that price only included one snack per day. Mr*** agreed and the sales representative went over the price and terms and conditions of the order. The order was placed for Mr*** and according to Fedex delivery records the order was delivered to Mr*** on December 31, 2014.
On February 20, (more than days after receiving his order) Mr*** contacted Nutrisystem indicating that Nutrisystem owed him food items. The customer service representative that spoke with Mr*** explained the plan that he was enrolled in only included one (1) snack a day. The representative explained that Mr***’s order was outside of the day return period and the call was transferred to a supervisor. The supervisor tried to explain that Mr*** was sent the correct number of meal occasions based on the plan that he purchased. As a compromise the supervisor offered to send Mr*** additional items. Mr*** declined the offer and indicated he was dissatisfied.
The sales representative that spoke with Mr*** did not explain the program that Mr*** enrolled in properly. Mr*** did not understand what he was purchasing based on his complaint. We apologize to Mr*** for any confusion. The Nutrisystem men’s program includes (six) meal occasions per day which consists of Breakfast, Morning Snack, Lunch, Afternoon Snack, Dinner and Dessert. Nutrisystem provides the breakfast entrée, lunch entrée, afternoon snack, dinner entrée and dessert. The morning snack is not provided by Nutrisystem. Our customers are required to add in fresh grocery items which include fresh fruit, vegetables and dairy. The morning snack would include a fresh grocery item which is provided by our customers themselves. The program that Mr*** purchased included five (5) meal occasions per day which consist of Breakfast, Morning Snack, Lunch, Dinner and Dessert. Nutrisystem provides the breakfast entrée, lunch entrée, dinner entrée and dessert. The Morning Snack would be a fresh grocery item. Mr*** was provided with the correct number of food products based on the program he agreed to order and purchase. However, the differences in the programs were not clearly explained to Mr*** when he placed his order. Therefore, Nutrisystem will send Mr*** the additional items food products he requested at no charge to him. Someone from Nutrisytem’s Customer Service Department will contact Mr*** within the next 2-business days to place his order
If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to ***, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: Denise B***

July 1,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ***, ID ***
Dear *** ***,
The complaint
submitted by *** *** was received in my office on June 15, and has been forwarded to me for response
According to Nutrisystem’s records, on May 23, *** *** enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website. With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least shipmentsCustomers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel. Customers are sent an e-mail reminder or given a telephone call when their next order is to be shippedCustomers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.comTo cancel their Auto-Delivery order, customers must call ###-###-####. If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery. The Terms and Conditions of the Auto-Delivery Program are posted on the website where *** *** enrolled in the program. *** *** indicated that he read and accepted the Terms and Conditions when he submitted his order for processing*** ***’s first order was shipped to him on May 27,
On June 14, 2015, *** *** emailed Nutrisystem to request that his Auto-Delivery Program be cancelled. *** *** was informed via email that he would be charged for the discount he received on his first order ($112.10) if he chose to cancel before accepting and paying for his second order. *** *** later contacted Nutrisystem by telephone and spoke to a supervisor who agreed to waive the charge. *** ***’s Auto-Delivery program was cancelled at this time
It is unclear as to why *** *** filed a complaint with the Revdex.com. *** ***’s Auto-Delivery Program was cancelled and the fee was waived as he requested. We wish *** *** continued success with his weight loss goals.
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

April 12, 2016Dear *** ***,The complaint submitted by *** *** *** was received on April 1, 2016.On March 7, *** *** enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.comWith our Auto-Delivery Program, customers receive a 35% discount off the full retail value
of a 4-week plan with every auto-delivery purchaseThey also receive free shipping (Continental US)By clicking the Submit My Order, customer's authorize us to automatically charge and ship their order every weeks unless they cancelIf they are not 100% satisfied, they can call ###-###-#### within days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shippingIf our customers decide to cancel before the second shipment and after the day guarantee period, they authorize us to charge a $early cancellation feeIf they cancel any time after they receive their second month there is no feeAfter reading this language, customers click to “submit their order'The terms and conditions of the auto-delivery program have always been posted throughout the websiteHowever in response to customer complaints and inquiries Nutrisystem has added additional language and information throughout the website to make it clearer to our customers that they are choosing the Auto-Delivery program and agreeing to the terms and conditions of the program, including the $cancellation charge before they make their purchaseSpecifically, the auto-delivery terms and the cancellation fee are conspicuously displayed at the "submit my order” button (please see the attached page) and if the customer clicks on the Auto-Delivery option the benefits of auto-delivery as well as the cancellation fee are clearly stated (please see the attached page)*** *** Submitted her order and agreed to the terms and condition prior to her purchase*** ***'s order was shipped to her on March 10, 2016.*** *** contacted Nutrisystem on March 16, requesting the cancellation of her Auto-Delivery programNutrisystem records all calls for quality assurance and training purposes, *** *** did not indicate she wanted to return anything, nor did she indicate she wanted to obtain a refund under the Money Back GuaranteeShe simply requested the cancellation of her Auto-Delivery programThe representative offered *** *** the option to switch to another program, but *** *** declinedThe representative then informed *** *** that she would be charged a $cancellation fee since she was cancelling her Auto-Delivery program before she received her second shipment*** *** agreed to accept the $charge because she did not want any more foodShe was then charged the $cancellation fee in accordance with the terms and conditions of her purchase of the 4-week auto-delivery programNutrisystem cannot issue *** *** a refund for the $cancellation fee since she chose to purchase the auto-delivery program, received the discounts and benefits associated with the autodelivery program and was clearly informed of the terms and conditions of the autodelivery program throughout her customer experience on the Nutrisystem websiteWe wish *** *** continued success with her weight loss goals.If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above.Sincerely,Donna D.Senior Corporate Paralegal

April 21, 2015Dear *** ***,The second response from *** *** *** was received on April 6, and has been forwarded to me for response.Nutrisystem cannot verify whether or not *** *** set up the profile himself on the Nutrisystem website or notIf *** *** believes that someone is impersonating him and using his personal information Nutrisystem suggests he contact his local law enforcement office.We thank *** *** for forwarding the actual email that he receivedIt was very helpfulThis email was sent by a third party publisher, which sends Nutrisystem promotional emails to its own list of customers, who at one time, signed up to receive offers on health and wellness among other topicsNutrisystem has reached out directly to the third party publisher to remove *** ***’s email address from their listNutrisystem has also requested that the publisher be removed from participating in any Nutrisystem promotional offer email campaigns going forward.If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ddavidsononutrisystem.com, or you may write me at the address set forth above.Sincerely,Donna D
Senior Corporate Paralegal

June 17,
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Revdex.com
of Metro WashingtonDC and Eastern Pennsylvania
Attn: *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ***, ID ***
Dear ***,
The complaint filed by *** *** submitted June 9, was received in my office on June 10, and has been forwarded to me for response
After reviewing ***’ complaint I contacted our Customer Service Department to determine if they had a listing for *** or his email address ***. ***’ email address is not registered with Nutrisystem and Nutrisystem has no profile for *** in its database. Based on the information that *** provided, he appears to be receiving emails from third party which contain some type of Nutrisystem advertising.
Nutrisystem takes spam emails and the sending of them very seriously. Nutrisystem is unable to determine the origin of the emails from ***’ complaint, but if *** could forward the actual emails to me, we would be in a better position to determine who the third party is that is sending them. In the meantime, Nutrisystem has placed *** email address on its own “Do Not Email” list
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***, or you may write me at the address set forth above
Sincerely,
*** ***
Senior Corporate Paralegal

Mr*** re-enrolled in the Nutrisystem program (Mr*** has been a customer of Nutrisystem intermittently since 2006) on May 27, Nutrisystem offers several different program options for our customers to choose fromMr*** chose the Uniquely Yours Program with the Flex Option
which also included Turbo The first week on the program provides a specially selected meal plan, all meals included plus shakes (Turbo 10)Some of the meals do contain chickenWeeks two through four include meals a day for men including breakfast, lunch, dinner and two snacks and our customers get to enjoy one lunch and one dinner on their own each weekNutrisystem provides recommendations and food options for these “flex meals' to our customers with the daily planner and resource guide that is included with our customers first orderIn addition, our customers can call Nutrisystem if they need any assistance with food recommendationsPlease see the attached screenshot from the Nutrisystem website that details what is included in the plan.We are sorry that Mr*** was not satisfied with the program he purchased and the products he receivedNutrisystem appreciates that he is a longstanding customer and will be contacting Mr*** to offer replacement items to him for the products Mr*** received that he does not want,If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to ***, or you may write me at the address set forth above.Sincerely,Donna D*** Senior Corporate ParalegalCc: Denise B***

May 4,
RevDex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: Ms*** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ***, ID ***
Dear Ms***,
The complaint submitted by Ms*** *** was received on April 25,
Our customers have the option to purchase a one-time order, an auto-delivery order or they can purchase a la carte items. If our customer’s purchase a one-time order or a la carte order they do not receive the discounted price that our auto-delivery customers receive. On March 14, Ms*** purchased the NutriSystem Auto-Delivery Program at www.nutrisystem.com. With our Auto-Delivery Program, customers receive a 35% discount off the full retail value of a 4-week plan with every auto-delivery purchaseThey also receive free shipping (Continental US). By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every weeks unless they cancel. If they are not 100% satisfied, they can call ###-###-#### within days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping. If our customers decide to cancel before the second shipment and after the day guarantee period, they authorize us to charge a $early cancellation fee. If they cancel any time after they receive their second month there is no fee. After reading this language, customers click to “submit their order”. The terms and conditions of the auto-delivery program have always been posted throughout the website (please see the attached page)However in response to customer complaints and inquiries Nutrisystem has added additional language and information throughout the website to make it clearer to our customers that they are choosing the Auto-Delivery program and agreeing to the terms and conditions of the program, including the $cancellation charge before they make their purchase. Specifically, the auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page) and if the customer clicks on the Auto-Delivery option the benefits of auto-delivery as well as the cancellation fee are clearly stated (please see the attached page). Ms*** submitted her order and agreed to the terms and condition prior to her purchase. Ms***’s order was shipped to her on March 16,
Ms*** contacted Nutrisystem on April 4, requesting the cancellation of her Auto-Delivery programNutrisystem records all calls for quality assurance and training purposes and has reviewed this call. Ms*** was properly informed that she signed up for auto-delivery and she would be charged a $cancellation fee if she chose to cancel before accepting and paying for her second order as per the terms and conditions of the auto-delivery program. It was explained to Ms*** that our customers receive a discount on their first order if they choose to enroll in the auto-delivery program. Our month to month customers do not receive a discount on their first order. The terms and conditions of the Money Back Guarantee were also reviewed with Ms*** during this call. In order to take advantage of the Nutrisystem Money Back Guarantee our customers must call within days receipt of their order and return the remaining food products in order to get a full refund (less shipping). This information is also posted on our website (please see attached) Ms***’s auto-delivery program was cancelled and she was charged the $cancellation fee at this time. Ms*** did not request to return any food products during the call. Ms*** appeared to be satisfied at the end of the call. Ms. *** is not due a refundWe wish Ms*** continued success with her weight loss goals
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: Denise B***

7/1/Revdex.com:
My complaint was based on the fact that the two order requirement was not clearly stated on the website It was in small type in an embedded window that one has to scroll down to view The only sentences readable in the window state that the autodelivery may be cancelled at any time If the two order requirement had been clearly stated I would not have ordered Also the cancellation charge was not waived when I first complained It was not waived until I had called and emailed multiple times and threatened to complain to Revdex.com and Costco Since they have now waived the cancellation charge, I consider the matter resolved but I still think the website needs to be updated to more clearly state that a second order is required.
Regards,
*** ***