Nutrisystem, Inc.

October 10, 2016 Revdex.com Of Metro Washington DC and Eastern PennsylvaniaAttn: [redacted]1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: [redacted], Case# [redacted] Dear [redacted], The complaint submitted by **. [redacted] was received on...

October 3, 2016.  On September 12, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a special discount off the regular one-time rate of a 4-week plan with an auto-delivery purchase. Our 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 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping (please see the attached Money Back Guarantee).  If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 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).  [redacted] submitted her order and agreed to the terms prior to purchasing.   [redacted] received her first order on September 16, 2016. On September 22, 2016 [redacted] contacted Nutrisystem requesting the cancellation of her auto-delivery program.   The customer service representative that responded to [redacted]’s email informed [redacted] that she was eligible for the Nutrisystem Money Back Guarantee (attached) and she could return the products she had for a refund.   The CSR incorrectly informed [redacted] that if she wanted to cancel her auto-delivery program and chose not to return the food products she had left she would be charged $99 for the auto-delivery discount.   [redacted] responded indicating she did not want to return the products, she wanted to cancel her next order and she didn’t expect to be charged the $99 cancellation fee.      Nutrisystem further responded that [redacted] should contact the Customer Service Department via telephone to process her cancellation request. [redacted]’s Auto-Delivery program was cancelled on October 2, 2016 and [redacted] was charged the $99 cancellation fee.    Because [redacted] contacted Nutrisystem within the 14 day Money Back Guarantee, no further charges should have been made to [redacted]’s account.  We apologize that [redacted] was erroneously charged the $99 cancellation fee.  Nutrisystem issued [redacted] a refund for the $99 cancellation fee on October 10, 2016.  [redacted] should see the credit applied to her account within 5-7 business days depending on her financial institution.   We wish [redacted] 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 [redacted]@nutrisystem.com, or you may write me at the address set forth above. Sincerely, Donna D[redacted]                                  �...⇄ Corporate Paralegal Cc: [redacted]

April 12, 2016Dear [redacted],The complaint submitted by [redacted] was received on March 21, 2016On March 11, 2016 [redacted] 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 purchase. They also receive free shipping (Continental US). By clicking the Submit My Order, customer's authorize us to automatically charge and ship their order every 4 weeks unless they cancel. If they are not 100% satisfied, they can call ###-###-#### within 14 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 14 day guarantee period, they authorize us to charge a $99 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 $99 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), [redacted] submitted his order and agreed to the terms and condition prior to his purchase. [redacted]'s order was shipped to him on March 16, 2016.[redacted] contacted Nutrisystem on March 18, 2016 requesting the cancellation of his Auto-Delivery program. Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when [redacted] cancelled his AutoDelivery program. [redacted] did not indicate he wanted to return anything, nor did he indicate he wanted to obtain a refund under the Money Back Guarantee. He simply requested the cancellation of his Auto-Delivery program. The representative explained the benefits of the Auto-Delivery program versus the auto-delivery program and [redacted] indicated he was aware that he chose the Auto-Delivery program. The representative then informed [redacted] that he would be charged a $99 cancellation fee since he was cancelling his Auto-Delivery program before he received his second shipment, [redacted] indicated to the representative to charge him the $99. He was then charged the $99 cancellation fee in accordance with the terms and conditions of his purchase of the 4-week auto-delivery program.Although [redacted] is outside of the money back guarantee period, he is still within the 30 day return period (please see the attached 30 day return policy). If he would like to return the remaining food products (at his cost) Nutrisystem will issue him a refund for the products he returns along with the $99 cancellation fee. Please ask [redacted] to contact Nutrisystem at ###-###-#### if he would like to do so. We wish [redacted] continued success with his weight loss goals.If you have any further questions, please do not hesitate to contact me at [redacted], or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.Sincerely,Donna D.Senior Corporate Paralegal

April 10, 2017Dear [redacted]:The complaint submitted by [redacted] was received
in my office on March 29, 2017.On February 13, 2016, [redacted] 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.  They also receive free shipping (Continental
US).  Ms. Lescarbea received her shipment of non-frozen food on
February 17, 2016, followed by shipment of frozen food on February 19, 2016.  [redacted] subsequently cancelled her
program on March 2, 2016.In accordance with our Money Back Guarantee and cancellation
policy, if a customer is not 100% satisfied, they can call ###-###-#### within
14 days of delivery of their order and send the remaining non-frozen food back
to us for a full refund, less return shipping. Upon cancellation, [redacted] was issued a return
shipping label so that she could return her non-frozen food.  To date, our records indicate the return
shipping label was not used, and therefore, we are unable to track any return.Although we are unable to confirm, as a customer courtesy,
please be advised that [redacted] has been issued a full refund in the
amount of $374.98.  [redacted] should
see the credit applied to her account within 5-7 business days.We wish [redacted] continued success with her weight
loss goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

March 29, 2016
 
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
1880 [redacted] F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Attn: Ms. [redacted]
 
Re: [redacted], ID [redacted]
      
Dear Ms. [redacted],
 
The...

complaint submitted by Mr. [redacted] was received on March 14, 2016. 
 
On January 15, 2016 Mr. [redacted] enrolled in the NutriSystem Auto-Delivery Program via telephone.   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 2 shipments. Customers 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 shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  Nutrisystem offers both ready to go and frozen food options.  Mr. [redacted] purchased both ready to go and frozen options.  The Terms and Conditions of the Auto-Delivery Program are posted on the website.    Mr. [redacted] was shipped his first order on January 18, 2016.
 
On February 5, 2016 Mr. [redacted] was sent an email indicating his next order was being sent to him.  On February 10, 2016 Mr. [redacted] was sent his second order.
 
On March 3, 2016 Mr. [redacted] contacted Nutrisystem via online chat.  Mr. [redacted] spoke to a representative who erroneously informed Mr. [redacted] that he could call to cancel his Auto-Delivery program or he could email Nutrisystem to cancel his Auto-Delivery Program. Nutrisystem cannot immediately respond to emails and requires Nutrisystem customers to call to cancel.  Mr. [redacted] emailed Nutrisystem to cancel his Auto-Delivery program on March 3, 2016.   However, Mr. [redacted]’ email was not reviewed by Nutrisystem until March 9, 2016.   Mr. [redacted]’ third order was shipped to him on March 8, 2016.  
 
Mr. [redacted] contacted Nutrisystem on March 9, 2016 about the order that was in transit to him.   Mr. [redacted] was sent a return label to return the ready to go food products on March 10, 2016.   Nutrisystem cannot accept frozen food products for return.   We apologize for the conflicting information that Mr. [redacted] received via online chat and via telephone.   A label was re-sent to Mr. [redacted] via email on March 24, 2016.  Once Mr. [redacted] returns the ready to go food products, Nutrisystem will issue Mr. [redacted] a full refund for the third order that was shipped to him.  The frozen food products are Mr. [redacted]’ to keep.  We wish him 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 [redacted], or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: Denise B[redacted]

April 12, 2016Dear [redacted],The complaint submitted by [redacted] was received on March 21, 2016.When [redacted] originally purchased the Nutrisystem diabetic program in 2014 certain shake products were included with the diabetic program. Other shake products, due to ingredient content,...

were not recommend for diabetics and were not included as part of the program. When [redacted] re-enrolled in the program on March 15, 2016 the Turbo Takeoff Week was not recommended for diabetics and the shakes were not included as part of the diabetic program. An additional week of food was included with all diabetic programs rather than the Turbo TakeoffWeek. However, shortly after [redacted] placed his order, Nutrisystem reformulated the shakes and began offering both the Turbo and Nutricrush shakes with the diabetic program. After receiving [redacted]'s complaint, Nutrisystem contacted [redacted] and sent him week of Nutricrush and Turbo shakes at no cost to him. We value [redacted]'s business and we believe we have addressed his concerns.If you have any further questions, please do not hesitate to contact me at [redacted], or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.Sincerely,Donna D.Senior Corporate Paralegal

October 7, 2015
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear [redacted],
 
The...

complaint submitted by **. [redacted] was received on September 22, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on September 10, 2015 [redacted] purchased the 28-Day Uniquely Yours Auto-Delivery Program at www.nutrisystem.com.  This program contains both ready-to-go food products and frozen food products, each of which are shipped separately. 
 
Nutrisystem provides its customers with numerous 800 numbers to call Nutrisystem for any and all reasons including, but not limited to, refunds, weight loss counseling, questions on their order (edit, customize, cancel or delay) food product, nutritional counseling etc. By using any of the numerous 800 numbers, the customer will be routed to the proper department for the customer’s particular issue. These numbers are posted throughout our website and two numbers are also included with **. [redacted]’s packslip in his first order (attached), and in his welcome packet.  [redacted] was shipped his ready-to-go food products on September 11, 2015, however the frozen products had not yet been shipped when [redacted] cancelled.
 
Nutrisystem does not have any record that [redacted] called Nutrisystem on September 19, 2015.  Rather, on September 19, 2015 [redacted] emailed Nutrisystem at [email protected] requesting information on how to cancel his Auto-Delivery Program.   A customer service representative emailed [redacted] the same day providing him with the 800 number to call and cancel. 
 
On September 20, 2015, [redacted] called Nutrisystem and spoke to a customer service representative.  **. [redacted]’s Auto-Delivery program was cancelled and the frozen portion of his order that was not shipped out to him was also cancelled at this time.  [redacted] was provided a [redacted] label to return his unused food product and he was provided with a cancellation confirmation number at that time.
 
**. [redacted]’s order was returned to Nutrisystem on September 30, 2015 and he was issued a full credit in the amount of $359.98.  Nutrisystem waived the $19.99 return shipping charge. We wish [redacted] 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 [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

September 16, 2016   Revdex.com Of Metro Washington DC and Eastern Pennsylvania Attn: [redacted] 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103   Re: [redacted]   Dear [redacted],   The complaint submitted by **. [redacted] was received...

on September 6, 2016.     [redacted] originally enrolled in the Nutrisystem auto-delivery program in 2011.   [redacted] has intermittently been on and off the program since then.   In June 2015, [redacted] re-enrolled in the program and began receiving orders on a monthly basis.                  On June 27, 2016, [redacted] contacted Nutrisystem via email, indicating he found a foreign object in one of the Nutrisystem grilled chicken sandwiches he received in his April order.     Nutrisystem takes product safety and claims related to product safety very seriously and has policies and procedures in place to respond to any product claims.   Nutrisystem responded to [redacted] on June 29, 2016.  [redacted] was asked him to return the foreign object so that the matter could be investigated.  [redacted] was offered a replacement item for the sandwich and provided with a pre-paid return label to return the foreign object for further investigation.   [redacted] refused to return the object, indicating that he wanted to consult with his attorney first.               On July 14, 2016, Nutrisystem received another email from [redacted] indicating that he was not going to return the foreign object for investigation because he did not feel that Nutrisystem was taking the matter seriously.   Nutrisystem responded via email to [redacted] on July 15, 2016 indicating that Nutrisystem was taking the matter seriously, but could not fully investigate the issue without [redacted] providing Nutrisystem with the foreign object he found. A pre-paid return label was again attached to the email so that [redacted] could return the foreign object for further investigation.                  On August 18, 2016 Nutrisystem received an email from [redacted] indicating he had not heard from Nutrisystem and he wanted to cancel his program.  After receiving this email, Nutrisystem discovered that the email dated July 15, 2016 to [redacted] was never sent to [redacted] due to an email server issue.   The email along with the pre-paid label was resent to [redacted] on August 30, 2016.   Nutrisystem did not receive a response to this email from [redacted].                  On September 5, 2016 [redacted] was sent another shipment.   [redacted]’s auto-delivery was not cancelled as he requested via email on August 18, 2016 in error.   [redacted] contacted Nutrisystem with regards to the shipment on September 6, 2016 and it was cancelled.  [redacted] was issued a full refund in the amount of $245.99 for this shipment on September 6, 2016. We apologize that [redacted]’s auto-delivery was not cancelled as requested on August 18, 2016.   His auto-delivery program is now cancelled.               On September 12, 2016, Nutrisystem received a return package from [redacted] using the pre-paid label that was provided to him.   [redacted] did not return the foreign object he found using the pre-paid label for investigation, rather he returned the ready to go food products he received in his April order.   Nutrisystem cannot conduct a thorough investigation into the foreign object that [redacted] indicated he found without [redacted] returning the object.  [redacted] was not provided with the pre-paid return label to return the ready to go foods he received in April.  The products [redacted] returned were not eligible for return as the shipment was beyond the 30 day return policy.   However, in the spirit of good consumer relations Nutrisystem issued [redacted] a full refund the for the ready to go food products he returned in the amount of $166.81.    At this point, Nutrisystem considers this matter closed as [redacted] has refused to return the foreign object to Nutrisystem for further investigation.      If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.   Sincerely,   Donna D[redacted]                                         ...⇄ Corporate Paralegal   Cc: [redacted]

November 17, 2016   Revdex.com Of Metro Washington DC and Eastern Pennsylvania [redacted]
[redacted]
[redacted]
*
[redacted]
[redacted]
* The complaint submitted by [redacted] was...

received in my office on November 4, 2016.   I asked the Customer Service team to further investigate into this matter.  I had a customer service rep reach out to [redacted] and advise her that we would honor the lower pricing.  On November 10, 2016, the customer service rep left a detailed message with [redacted] that [redacted] has been switched to the lower price together with a new next order date of November 28, 2016. [redacted] needs to make any changes to this order by November 27, 2016 at 6:00 PM ET.   If you have any further questions, please do not hesitate to contact me at [redacted], or by email to [redacted] or you may write me at the address set forth above.   Sincerely,       Denise B[redacted] Vice President, Legal and Corporate Compliance

October 10, 2016   Revdex.com of Metro Washington DC and Eastern Pennsylvania Attn: [redacted] 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103   Re:  [redacted], Case# [redacted]   Dear [redacted]   The complaint submitted by **. [redacted]...

was received on September 26, 2016.      According to our records, on July 31, 2016 **. [redacted] 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 purchase. They also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 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 14 day guarantee period, they authorize us to charge a $99 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).  **. [redacted] placed her order and agreed to the terms and condition prior to her purchase.   **. [redacted] received her first order under this account on August 2, 2016.     On August 21, 2016, **. [redacted] was sent the first of three emails indicating her second shipment was being processed for her.     On August 22, 2016 **. [redacted] went online and created a second account for herself.  Under this account, **. [redacted] purchased a second Nutrisystem Auto-Delivery Program at www.nutrisystem.com.   **. [redacted] was shipped her first order under this account on August 24, 2016.                 **. [redacted] was shipped the second order under her first account on August 24, 2016.               On August 30, 2016 **. [redacted] contacted Nutrisystem about receiving duplicate orders.   It was discovered that **. [redacted] had created two accounts for herself in error.   **. [redacted] was provided with a label to return the order that was shipped to her under the second account she created.               **. [redacted]’s shipment was returned to Nutrisystem on September 9, 2016.   Our customers are asked to allow for 7-14 business days from the date of their return for the account to be credited.   **. [redacted] was issued a full credit $314.99 on October 7, 2016.  **. [redacted]’s Auto-Delivery Programs have been cancelled.  We apologize for any delay in getting the credit to **. [redacted] issued and we wish her continued success with her weight loss goals.    If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.   Sincerely,     Donna D[redacted]                                         ...⇄ Corporate Paralegal   Cc: [redacted]

August 12, 2016 Revdex.com Of Metro Washington DC and Eastern PennsylvaniaAttn: [redacted]1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: [redacted], Case# [redacted] Dear [redacted], As you are aware Nutrisystem records all calls for quality...

assurance and training purposes.   The calls when [redacted] contacted Nutrisystem were reviewed after receiving [redacted]’ complaint.   [redacted] initially contacted Nutrisystem on July 14, 2016 after receiving the frozen portion of his order.   [redacted] indicated one of his desserts received was melted.    The representative that [redacted] spoke with was apologetic and informed [redacted] that he could not send him a replacement for one (1) item, but he could issue him a coupon for the melted item.  [redacted] agreed and the coupon was applied to his account.    On July 26, 2016 [redacted] contacted Nutrisystem to request the cancellation of his next order and account.   [redacted] indicated that he wanted to cancel because some of the items he received in his first shipment were crushed.   The representative provided [redacted] with the option to customize his next order and she informed him that she could apply a discount to his next order because of the crushed items.   The representative also offered to move up the next ship date so [redacted] would get his shipment sooner.   [redacted] declined and requested the cancellation of his program at which point the representative informed [redacted] that he would be charged a $99 cancellation fee if he chose to cancel his auto-delivery program before accepting and paying for his second order.  [redacted] then requested to speak to a supervisor.  The representative acknowledged [redacted]’s request and said “I’ll see who I have available, but it may take a moment”.   The representative continued to speak to [redacted] as she attempted to contact a supervisor.   While speaking with [redacted], the representative realized that [redacted] was still within the Nutrisystem 14 Day Money Back Guarantee (please see the 14 Day Money Back Guarantee attached).   [redacted] was given the option to return the foods for a full refund and he accepted.   The representative confirmed that his program was cancelled and indicated [redacted] would be receiving a confirmation of his cancellation via email along with a return label.   The label and confirmation email were sent to [redacted] on July 26, 2016.   Nutrisystem does not show that [redacted] has returned the shipment he received to date.    [redacted] has until August 25, 2016 to return the shipment to Nutrisystem using the label that was issued to him.  Nutrisystem has attempted to contact [redacted] regarding his complaint on two occasions via telephone, but we have been unable to reach him.   Please ask [redacted] to contact Nutrisystem at ###-###-#### if he has any questions about returning his order.     If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above. Sincerely, Donna D[redacted]                                  �...⇄ Corporate Paralegal Cc: [redacted]

Tell us why here...
October 25, 2016
 
Revdex.com
Of Metro Washington DC and
Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd.,
Suite 1330
Philadelphia, PA 19103
 
RE: [redacted], Case#...

  [redacted]
 
Dear [redacted],
 
The
complaint submitted by **. [redacted] was received in my office on October 24,
2016.
 
On August
18, 2016 [redacted] purchased the NutriSystem Auto-Delivery Program via telephone
with a Sales representative.  With our Nutrisystem
Auto-Delivery Program, customers receive a 35% discount off the regular
one-time rate of a 4-week plan. Our customers also receive free shipping
(Continental US only). 
 
With
signing up on the program, customers authorize us to automatically charge and
ship their order every 4 weeks unless they cancel.  If they are not 100%
satisfied, they can call ###-###-#### within 14 days of delivery of their
order and send the remaining non-frozen food back to us for a full refund, less
return shipping. [redacted] submitted her order and agreed to the terms and
conditions prior to her purchase. [redacted] received her first shipment on August
24, 2016.
 
On August
26th, 2016, [redacted] contacted Nutrisystem via telephone.   At this time, [redacted] was inquiring about
the program with our counseling team and the structure of the program.
 
On
September 8th, 2016 [redacted] was contacted by Nutrisystem via telephone as a return
follow up call from the sales agent that signed her up.
 
  Nutrisystem records all calls for quality
assurance and training purposes. The calls with [redacted] were reviewed, and
confirmed that while she did have questions about the program, she did state
that she wanted to cancel on September 8, 2016. [redacted]’s account was cancelled
1 day outside of our money back guarantee period. Since the package was
delivered midafternoon on August 24th, 2016 the money back guarantee
has been extended an additional day for her. Therefore, Nutrisystem issued [redacted] a full credit in the amount of $249.61 for the shipment she received on August
28, 2016.  [redacted] should see the
credit applied to her account within 3-5 business days depending on her
financial institution.  [redacted] does
not have to return the order that she received, as she stated it has been
thrown away.  We wish [redacted] 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 [redacted]@nutrisystem.com,
or you may write me at the address set forth above.
 
Sincerely,
 
Denise B[redacted]
Vice
President, Legal & Corporate Compliance

Revdex.com
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I checked my next order and the shakes are, once again, included, as I believe they should be and the price is correct also. I don't want to have to call them every month and argue with their reps.
Thank you for your help in this complaint. I was getting no where on my own.

January 15, 2016
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear [redacted],
 
The...

complaint submitted by [redacted] was received in my office on January 4, 2016..
 
After reviewing [redacted]’s complaint I contacted our Customer Service Department to determine if they had a listing for [redacted] or his email address [redacted].com.  According to Nutrisystem’s records, [redacted] created a customer profile with Nutrisystem on July 13, 2011. When [redacted] created his customer profile this prompted Nutrisystem to begin sending emails to [redacted] “on an established business relationship” under current Telemarketing Rules.
 
Nutrisystem has no record of [redacted] contacting Nutrisystem by email, telephone or mail to request to be removed from the Nutrisystem database.  Since receiving [redacted]’s complaint, Nutrisystem has removed [redacted]’s email address from the database.   We ask that [redacted] allow 7-10 business days to go through our internal systems and update accordingly.   We apologize to [redacted] for any inconvenience the emails have caused him and we wish him 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 [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

September 3, 2015
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear [redacted],
 
The...

complaint submitted by **. [redacted] was received on August 27, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on March 27, 2015 [redacted] 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 2 shipments. Customers 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 shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To 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.   [redacted] was shipped her first order on March 30, 2015.
 
On April 17, 2015, [redacted] was sent an email indicating her second order was getting ready to be shipped to her.   On April 23, 2015, [redacted] was shipped her second order.   
 
On May 16, 2015, [redacted] contacted Nutrisystem to cancel her Auto-Delivery program.  [redacted] did not request to return any unused food products at this time.   [redacted]’s Auto-Delivery program was cancelled as requested.
 
Nutrisystem has both a 14 day Money Back Guarantee and a 30 day Return Policy in place in the event our customers are not satisfied with the program (please see attached).  It has been over four (4) months since [redacted] received her last order.  [redacted] is not eligible for the 14 day Money Back Guarantee or the 30 day Return Policy.  Nutrisystem cannot accept any products from [redacted] for return and cannot issue [redacted] a refund.   We wish [redacted] 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 [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

March 28, 2017Dear Ms. Ortiz:The complaint submitted by [redacted] was received in
my office on March 24, 2017.On February 3, 2017, [redacted] purchased the Nutrisystem®
auto-delivery program at www.nutrisystem.com.  Typically, the Nutrisystem® plan consists of
food packages...

containing a four-week meal plan consisting of breakfasts,
lunches, dinners, snacks and flex meal plan recipes and guidebooks, which they
supplement with fresh fruits, vegetables, lean protein and low-fat dairy.  Customers are able to enjoy one flex lunch
and one flex dinner on their own each week using the tools that Nutrisystem
provides for consuming their flex meals. 
Additionally, all plans include counseling options from trained weight
loss counselors, registered dietitians and certified diabetes educators, at no
extra cost, with further support provided through our digital tools.  All of this is displayed on the website.  [redacted] has received his shipments of frozen and
non-frozen foods for the months of February and March 2017.   [redacted] has expressed dissatisfaction
with customer service for a variety of reasons, including delay in call
responses, both through this complaint and calls with the customer call center.As we strive for customer satisfaction and quality service,
we take all concerns seriously.   Although all attempts are made to have
adequate coverage in our customer call center, there are peak hours whereby our
customers may experience a waiting period.  
All calls are answered in the manner for which they are received. Please be advised
that I had a conversation with [redacted] this morning.  We discussed each issue, with the latest
issue involving the scheduling of his next food delivery.  [redacted] also had a call with our
Customer Service Manager, which I believe has resolved [redacted]’ latest
concern.We appreciate [redacted] for the time taken to express his
concerns.  We wish [redacted] continued
success in his weight loss goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

May 18, 2016
 
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Attn: [redacted]
 
Re:  [redacted], ID [redacted]
 
Dear [redacted],
 
The complaint filed by [redacted]...

[redacted] was received in my office on May 2, 2016. 
 
On February 14, 2016 [redacted] 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 purchase. You also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 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 14 day guarantee period, they authorize us to charge a $99 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).  [redacted] submitted her order and agreed to the terms prior to purchasing.   [redacted]’s shipment was sent to her on February 15, 2016.
 
On February 27, 2016, [redacted] contacted Nutrisystem regarding about her weight loss and her dissatisfaction with some of the food products she received.   The representative [redacted] spoke with encouraged her to stick with the program and agreed to send twelve (12) replacement items to [redacted] at no cost to her (these items were sent to [redacted] on March 1, 2016).
 
On March 8, 2016, [redacted] contacted Nutrisystem to cancel her program.  [redacted]’s auto-delivery program was cancelled and the cancellation fee was waived.   Nutrisystem records all calls for quality assurance and training purposes and reviewed this call.   [redacted] indicated that some of the food products were not agreeing with her and she was not satisfied with the program.   The representative informed [redacted] that there is $99 cancellation fee if she cancels before accepting and paying for her second auto-delivery shipment, however he would waive it since some of the products were not agreeing with her.    [redacted]’s auto-delivery program was cancelled and the $99 cancellation fee was waived at this time. At no time was [redacted] advised to donate the food to a food bank and she was not informed she would receive a refund if she did so.   [redacted] did not request to return or obtain a refund for any food products at this time.
 
On April 4, 2016, [redacted] contacted Nutrisystem requesting a refund.   [redacted] was informed of the terms of the Money Back Guarantee and the 30 day Return Policy. [redacted]’s refund request was escalated to a supervisor.   
Nutrisystem records all calls for quality assurance and training purposes.  The supervisor reviewed the call when [redacted] contacted Nutrisystem to cancel her program. During the call, [redacted] indicated that some of the food products were not agreeing with her and she was not satisfied with the program.   The representative informed [redacted] that there is $99 cancellation fee if she cancels before accepting and paying for her second auto-delivery shipment, however he would waive it since some of the products were not agreeing with her.    [redacted]’s auto-delivery program was cancelled and the $99 cancellation fee was waived at this time. At no time was [redacted] advised to donate the food to a food bank and she was not informed she would receive a refund if she did so.   [redacted] did not request to return or obtain a refund for any food products at this time.
 
[redacted] was contacted on April 5, 2016 and informed of the results of the call review. [redacted] was informed that she was not eligible for the Money Back Guarantee, but she could still return the unused, ready to go food products she had for a refund under the 30 day Return Policy.  [redacted] was issued a return authorization number, she was asked to keep a list of the products she was returning and it was recommended that she get a tracking number. To date, Nutrisystem has not received any return products from [redacted].   Nutrisystem cannot issue [redacted] a refund without the return of the products.  
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
  
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: [redacted]

August 15, 2016   Revdex.com of Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 Attention:  Ms. [redacted]   Re: [redacted], Case# [redacted]   Dear Ms. [redacted],   The complaint filed by [redacted]...

[redacted] was received in my office on August 1, 2016.   After reviewing [redacted]’s complaint, I contacted our Customer Service Department to determine if they had a listing for [redacted] or the email address [redacted].  Nutrisystem was not able to locate a profile for Ms. [redacted] in its database based on the information that Ms. [redacted] provided in her complaint.   However, Nutrisystem has placed Ms. [redacted]’s email address on its own “Do Not Email” list.    We ask that Ms. [redacted] allow for 7-10 days for our systems to update accordingly.   If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.   Sincerely,                                           ...⇄                      Donna D[redacted]          Senior Corporate Paralegal          Nutrisystem, Inc.

On January 6, 2017, [redacted] purchased the NutriSystem auto-delivery program at [redacted]. With our auto-delivery program, customers receive a 35% discount off the regular one-time rate of a 4-week plan.After receiving an order confirmation on January 6, 2017, followed by a shipment...

notification on January 10, 2017, [redacted] received her first auto-delivery shipment of food on January 11, 2017, followed by Second auto-delivery shipment of food on February 3, 2017. On February 21, 2017, [redacted]' delayed her third auto-delivery shipment.On April23, 2017, [redacted] received an email to make changes to her third order, followed by an order confirmation on April 26, 2017. [redacted] received a shipment notification on May 1, 2017, for which her third auto delivery shipment was delivered on May 2, 2017. [redacted]' auto-delivery program was cancelled on May 3, 2017.As provided in [redacted]' complaint, please be advised that our records do not include any notations that we received any calls from [redacted] to cancel her auto-delivery program prior to May 3, 2017.Although [redacted] disputed payment for her third shipment, this matter was reviewed and found non-refundable. No refund is due.We wish [redacted] continued success with her weight loss goals.

January 15, 2016
 
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Attn: [redacted]
 
Re: [redacted], ID [redacted]
      
Dear [redacted],
 
The...

complaint submitted by **. [redacted] was received on January 4, 2016.
 
According to Nutrisystem’s records, on December 1, 2016 **. [redacted] enrolled in the NutriSystem Auto-Delivery Program via telephone.   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 2 shipments. Customers 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 shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  Nutrisystem offers both ready to go and frozen food options.  **. [redacted] purchased both ready to go and frozen options.  The Terms and Conditions of the Auto-Delivery Program are posted on the website. **. [redacted] was shipped her first order on December 3, 2015.
 
On January 1, 2015, **. [redacted] contacted Nutrisystem to cancel her program.  **. [redacted] indicated that she did not like the foods and the representative informed her that she could return them for a refund.  **. [redacted] indicated that she had thrown them away.   **. [redacted] made no mention of becoming ill while on the diet program. The representative then informed **. [redacted] that she would be charged for the discount she received on her first order ($99.00) if she decided to cancel the program and failed to return the unused food products she had.  **. [redacted]’s program was cancelled and she was charged $99.00. 
 
Nutrisystem has both a 14 day Money Back Guarantee and a 30 day return policy (attached for your review).   This information is clearly posted on the website and included with every order.  The Money Back Guarantee and Return Policy clearly state that the unused food products must be returned in order to obtain a refund.   It is unclear as to why **. [redacted] did not retain the food products she received to return them for a refund.   Nutrisystem cannot offer **. [redacted] a refund for the order that she received because she did not return anything.  However, in the spirit of good consumer relations Nutrisystem issued **. [redacted] a credit for the $99.00 charge that was made to her account. **. [redacted] should see the credit applied within 5-7 business days.  We wish **. [redacted] 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 [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
In response to NutriSystem letter dated 2/21/2017:
Indeed I purchase NuriSystem on January 8th, 2017 as was charge $311.21 of which I agreed upon and I receive the order as said in the letter, however; I never receive any documentation from Nutrisystem in reference to changing order on January 29th. I did received an email from my credit card company explaining that $311.21 was debited from my account and on February 2nd I receive an email from NutriSystem in reference to the order being sent to me, I immediately sent an email to NutriSystem explaining I will be out of the country for from February 2nd through Sunday February 12th and will therefore like for my order to be put on hold until February 10th. NutriSystem responded on February 2nd @ 7:52am stating the shipment was delayed for processing on 2/10/2017 which I though all was ok (please see attached copies of communication).
While I was still vacationing in Antigua I notice my card was charge again on February 9th for another $311.21 at which time I could not do anything because of where I was at the time.
Upon my arrival back to the USA on February 12th is was to late to contact a person at NutriSystem so I waited until February 13th at which time I call NutriSystem to find out why the order was delivered to me when I requested to put a hold on the order and also why was my card charge a second time for the order. The customer rep told me that it was not a problem she would reverse the second charge back to my card and it will take 3-5 business days to do so; and the food arriving at my home while I was on vacation was not a big deal which I thought it was when as a customer I requested that it should not come to the house until my return. (Please see attached documentation.
I turned and cancel any occurring order at this point because NutriSystem double charge my card for the same order and I do not take this very slightly, as I do not want my card being used without my authorization.
In reference to the sodium intake - Even though I order the first order back in January I did not pay any attention to the sodium packaging on the items because my intention was not to start the diet until I return from vacation at which time I saw the Sodium labels on the foods, and yes I did call NutriSystem customer care on February 15th to talk about the Sodium intake, the customer care rep said that they could give me a refund for the non frozen foods and I said "I will return the dry food on my own for the refund (I never refuse returning the dry foods) the customer rep give me the return code of RMA1543862 when I told her I will return the foods at my cost out of pocket, the only reason I did not return the foods as yet is because I was waiting to find out if NutriSystem would reimburse me as well for the frozen foods that they left outside my house while I was vacationing in Antigua. I am still requesting a full reimburse for the frozen and none frozen foods for NutriSystem negligence.
In reference to USDA's Sodium intake at the end of the day an individual know what Sodium does to the body as least I know and that was the one thing I was very concern about when speaking to Neal/Customer Service rep, when I spoke to him he did not mention that I speak to a counselor he was more interesting in making a sale, had I been directed properly by the rep, NutriSystem and I would have not been here today.
I am requesting a return of the dry foods as previously authorized and refund for the frozen foods as well.
Thank you,
Eudora Greaves
PS: Travel Itinerary for check fact purposed Was JetBlue confirmation LYFUVE
Regards,
[redacted]