Nutrisystem, Inc.

August 10, 2016Dear [redacted],The response from [redacted] was received on July 27, 2016.We are sorry to hear that [redacted] was not satisfied with her weight loss. As indicated in my initial response, Nutrisystem offers a Money Back Guarantee in the event our customers are not satisfied with the program. Our customers are required to contact Nutrisystem within 14 days receipt of their order in order to obtain a refund under the Money Back Guarantee. [redacted] first contacted Nutrisystem on March 24, 2016 about her weight loss (nineteen (19) days after she received her initial shipment). The representatives that [redacted] spoke with were not trying to prevent [redacted] from obtaining a refund under the Money Back Guarantee. [redacted] initially contacted Nutrisystem after the Money Back Guarantee was over. The representatives merely made several suggestions to help [redacted] since she was having trouble with her weight loss.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. Corporate Paralegal

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Tell us why here... November 1, 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 29, 2016.   On September 26, 2016, [redacted] purchased the NutriSystem Auto-Delivery Program with our sales agent.  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), and are automatically charged and shipped 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.     Nutrisystem records all calls for quality assurance and training purposes and reviewed the call when [redacted] contacted Nutrisystem on September 26, 2016.   The sales representative asked [redacted] if she required a diabetic or vegetarian  program. [redacted] disclosed she is pre- diabetic but not diabetic. The sales rep explained the terms of the auto-delivery program that [redacted] was signing up for.  The sales rep provided [redacted] with the next shipment processing date of October 21, 2016 and advised her that she let her doctor know she is participating on the program.   On October 22, 2016, [redacted] called in to cancel her second order that was processing and that was successfully completed. Afterwards she spoke with a weight loss counselor requesting a low carb diet and was advised that we are not a low carb diet, our food consist of good carbs. Weight loss counselor customized program to higher protein and less carbs.   On October 29, 2016 [redacted] contacted Nutrisystem via telephone to delay the next auto-delivery shipment until December 1, 2016. [redacted]’s account is still currently active and her next order has been delayed per her request up to December 1, 2016.    [redacted] never asked for a refund when she called in the following month about her second shipment. Instead she cancelled the second shipment, and postponed her next order until December 1, 2016.  There was never a request for a refund, or to cancel her program. Since receiving [redacted]’s complaint, her account has been cancelled.  Nutrisystem will waive the charge back fee.  However, no refund is due to [redacted].   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 and Corporate Compliance

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I fail to see how the company's response addresses the problem and it does not even pertain to my situation, so is therefore irrelevant.  They have attached two documents which I shall utilize here to argue my point:First, as you can clearly see from the Order History, I did not receive a March nor April shipment.  After my February order, there was no shipment at all in March, and by mid-April, when no shipment was made, I had no product left so I was forced to make a partial interim order to "tide me over."  Then on May 15, exactly THREE MONTHS after my last February shipment, they shipped my next full order, which was received on or about May 20th.  Then in June, rather than pace my order as they stated they do in their original response to my complaint, they shipped out another order on June 4, just TWO WEEKS after receipt of my prior order of May!  I now have about 45 days' worth of product which I must consume!  I went from famine to feast!  As you can see, their return policy is good for only 30 days.  They, themselves, put me in a position where at least two weeks' worth of food product was unprotected under their return policy.So the first prong of my complaint goes to the unreliability of their shipments.Secondly, the food containers received in May/June 2015 are marked as good through Feb/March of the following year 2016.  That implies a shelf life of at least seven months. This leads a paying consumer to believe they can be confident in opening and enjoying the contents of any of the food products if it goes 40, 45, 60, 90, even 120 days beyond the 30-day return policy. This in itself is misleading and falsely representing the quality and even healthfulness of their product, to say the least.  Now, how can I possibly return a product in 30 days when I was forced into a position where I was shipped 60 days of product in a two-week period of time?  They themselves forced that situation upon me.Nutrisystem has completely failed to even address the quality assurance issue.  I sent photos of the product as they looked upon opening 120, 90 and even 60 days after receipt of the product.  I also sent photos of the "Enjoy By" date stamped on the respective container lids, which clearly indicate dates of up to March 2017.  The food was spoiled just two - three months later.I reiterate my demand for resolution of this matter by refunding the amount claimed in my prior message, or I shall contact the news media (with whom I am connected) with all this information and photos about the poor quality of Nutrisystem's food products.  I will also blast this information on social media in order to warn/advise other consumers about the health implications inherent in consuming these low-grade "food" products.Thank you.    
Regards,
[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]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because they have made no effort with me to resolve this. They are only pretending now because I've gotten a third party involved. This will not be resolved until they give me a 100% refund, apologize, and start treating me with respect.
Regards,
[redacted]

July 17, 2017Dear [redacted]:The complaint submitted by [redacted] was received in
my office on July 3, 2017.On April 20, 2017, [redacted] purchased the NutriSystem®
auto-delivery program at www.nutrisystem.com.[redacted] received her first auto-delivery shipment of
non-frozen food on...

April 25, 2017, followed by her shipment of frozen food on
April 26, 2017.  On May 11, 2017, [redacted] adjusted her auto-delivery online from May 15, 2017 to June 30,
2017.  [redacted] received an email order confirmation on June 29,
2017 and an email shipment notification on June 30, 2017.  [redacted] contacted our customer service
call center on June 30, 2017 to request a delay in the shipment of food.  Unfortunately, the frozen shipment of food
was already in progress. The shipment of non-frozen food was cancelled.  [redacted] received a refund for the non-frozen food in the
amount of $172.79.  Due to its perishable
nature, frozen food is not returnable or refundable.  However, as a customer courtesy, [redacted]
received a partial refund towards frozen food in the amount of $48.66.  No further refund is due.Our records indicate, [redacted] continues on the
auto-delivery program.  The next
auto-delivery shipment of food is currently scheduled for August 15, 2017.We wish [redacted] continued success on her weight loss
goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

August 23, 2016 Revdex.com of Metro Washington DC and Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103Attention:  Ms. [redacted] Re: [redacted], Case# [redacted] Dear Ms. [redacted],  The response from Ms. [redacted] was received on August 19, 2016.   As indicated in my previous response Nutrisystem has no record for Ms. [redacted] or her email address in its database.   She may be receiving emails from a third party which contain some type of Nutrisystem promotional offer.   We are unable to determine the origin of the emails that she is receiving.  If she can forward me some of the emails she is receiving, we may be able to determine who is sending them.   In the meantime, as we indicated previously we have added her email address to Nutrisystem’s “Do Not Email” list.  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.

March 29, 2017Dear [redacted]The complaint submitted by [redacted] was received in
my office on March 21, 2017.On February 27, 2017, [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).  Specifically, the auto-delivery
terms and cancellation fee are conspicuously displayed at the “Submit my Order”
button, as well as throughout our website. 
Customers click to submit their order. 
[redacted] submitted her order and agreed to the terms and
conditions.  Please see attached.  As noted on the attached and 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.  If our customers decide to cancel
before the second shipment and after the 14-day guarantee period, they
authorize us to charge an early cancellation fee.  This cancellation fee is a portion of the
auto-delivery discount received on the first shipment.  There are no fees charged after receipt of
the second shipment.[redacted] received her first auto-delivery shipment of food
on March 4, 2017.  She subsequently
called to cancel her auto-delivery program on March 16, 2017.  [redacted] was advised that she would be
charged $125 cancellation fee, as she was cancelling before receiving a second
order. 
As noted above, [redacted] did, in fact, call within the Money Back
Guarantee and should not have been charged any cancellation fee.  Please be advised that our customer call center has been
apprised of this information, and a representative attempted to contact Ms.
Morris on March 27, 2017.  A voicemail
was left for [redacted] with a request to return the call.  We apologize for this confusion.   Ms. Morris’ auto-delivery program has been
cancelled.  If [redacted] desires to
reactivate, please contact the customer service call center.If you have any further questions, please do not hesitate to
contact me at ###-###-#### or to my email at [email protected]. We wish [redacted] continued success with her weight loss
goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

February 10,
2017Dear [redacted]:The
complaint submitted by [redacted] was received in my office on February
7, 2017.On January
23, 2017, [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).  Specifically, the auto-delivery
terms and cancellation fee are conspicuously displayed at the “Submit My Order”
button, as well as throughout the website. After reading this language,
customers click to “submit their order.” 
[redacted] submitted her order and agreed to the terms and conditions
prior to her purchase. Please see attached.[redacted]
received her first shipment of food on January 28, 2017.   [redacted] contacted our customer service
call center, on February 6, 2017, to cancel her auto-delivery program.  As outlined above, [redacted] cancelled her
program within 14 days of delivery.  A
review of our records indicate that [redacted]’s account was inaccurately
charged a $99 cancellation fee on February 6, 2017, but such charge was
reversed on February 9, 2017 as [redacted] reached out to use through email. I believe
this matter has been resolved.  If you
have any questions, please do not hesitate to contact me at ###-###-#### or to
my email at [redacted]@nutrisystem.com.
  We wish [redacted] continued success with her weight loss goals.                                     ...⇄ Sincerely,                                                                                               Jacqueline M.                                                                                           Corporate
Paralegal

June 14, 2016   Revdex.com Of Metro Washington DC and Eastern Pennsylvania Attn: Ms. Heather Ortiz 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103   Re: [redacted], ID [redacted]   Dear [redacted],   The complaint submitted by **. [redacted]...

[redacted] was received on May 26, 2016.     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 May 2, 2016 [redacted] 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 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 [redacted] 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] placed her order and agreed to the terms and condition prior to her purchase.   [redacted] received her shipment on May 6, 2016.   On May 22, 2016 [redacted] was sent an email indicating her second shipment was being processed for her.   [redacted]’s second shipment was delivered to her on May 25, 2016.    On May 26, 2016, [redacted] contacted Nutrisystem indicating she did not want the order that was in transit to her and she wanted to cancel her auto-delivery program.   The frozen portion of [redacted]’s shipment was cancelled, but Nutrisystem was unable to stop the ready to go portion of [redacted]’s shipment.   [redacted]’s auto-delivery program was cancelled and she was issued a return shipping label to return the ready to go portion of her order for $19.99.   [redacted] was also informed that she would be charged the $99 cancellation if she chose to return the order in accordance with the terms and conditions of the auto-delivery program.   [redacted]’s Auto—Delivery program was cancelled at this time.  When her second shipment was returned to Nutrisystem [redacted] was issued a partial credit of $270.98 (less the $99 cancellation fee and $19.99 return shipping fee.  [redacted] is not due a refund.     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[redacted]                                         ...⇄ Senior Corporate Paralegal   Cc: [redacted]

October 17, 2017Dear [redacted]:The complaint submitted by [redacted] was
received in my office on October 16, 2017.On July 26, 2017, [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).  Specifically, the auto-delivery
terms and cancellation fee are conspicuously displayed at the “Submit My Order”
button, as well as throughout our website. 
Customers click to submit their order.  
[redacted] submitted her order and agreed to the terms and
conditions.  Please see attached.  As noted on the attached and 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.  If our customers decide to
cancel before the second shipment and after the 14-day guarantee period, they
authorize us to charge an early cancellation fee.  This
cancellation fee is a portion of the auto-delivery discount received on the
first shipment.  There are no fees
charged after receipt of the second shipment.[redacted] received her first auto-delivery shipment of
food on July 29, 2017.  [redacted]
delayed her second auto-delivery shipment of food from August 21, 2017 to
September 15, 2017, and then again from September 15, 2017 to October 18,
2017.  [redacted] subsequently contacted
our customer call center to cancel her auto-delivery program.In accordance with our Money Back Guarantee and cancellation
policy, since [redacted] cancelled her auto-delivery program outside the Money
Back Guarantee and before accepting a second shipment of food, [redacted] was
appropriately charged a $125 cancellation fee.We are sorry to hear the [redacted] did not
feel successful on our program.  As part
of the Nutrisystem® programs, counselors are available to assist customers with
any struggles they may experience.  Since
weight loss varies with individuals, including starting weight and adherence to
the program, we do not guarantee weight loss results.  We guarantee satisfaction for any reason.We wish [redacted] continued success with her weight loss
goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

[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: I feel this is unfair ~ it's seeming harder and harder to find decent companies.  I feel very ripped off ~ they are not an upright business, in my opinion. Regards,
[redacted]

June 6,
">
Revdex.com
of Metro WashingtonDC and Eastern Pennsylvania
Attn: [redacted]
John FKennedy Blvd., Suite
Philadelphia, PA
Re: [redacted], ID [redacted]
Dear [redacted],
The complaint filed by **[redacted] submitted May 23, was received in my office on May 28, and has been forwarded to me for response
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]. **[redacted]'s email address is not registered with Nutrisystem and Nutrisystem has no profile for **[redacted] in its database. Based on the information that **[redacted] 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 **[redacted]'s complaint, but if **[redacted] 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 **[redacted]'s 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 [redacted], or you may write me at the address set forth above
Sincerely,
[redacted]
Senior Corporate Paralegal

January 13, 2017Dear [redacted],A complaint was submitted to Revdex.com
by [redacted] in November 2016. As stated in our previous
response, [redacted] had been a customer on the Nutrisystem® auto-delivery
program on and off again since 2013.  Upon submission of his order, [redacted]
authorized us to automatically charge and ship his order every 4 weeks unless until
cancellation.  Nutrisystem offers a money back guarantee if they are not
100% satisfied.  Customers 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.  In November, 2015, [redacted]
purchased the NutriSystem® program.  He
received shipments in November, December, and January, and then requested
delays in shipment until May 2016, at which time he cancelled the auto-delivery.  In September 2016, once again purchased the
auto-delivery program.    He then delayed
orders in October and November 2016.  In
December, [redacted] again cancelled his program.Although [redacted] actually
cancelled his auto-delivery before receiving his second order from his September
purchase, we acknowledged his participation over the years, and in the spirit
of good customer relations, we refunded [redacted] the $99 cancellation fee.  This refund was made by way of a credit on
his [redacted] account on December 19, 2016.We are now in receipt of Mr.
Carriker’s complaint that his credit card shows a “transaction rebill” in the
amount of $99.  [redacted] had disputed
our original charge of $99 with his credit card company.  While being disputed, the credit card company
issued a credit to his account.   Upon
resolution of complaint with us, Nutrisystem also issued a $99 credit resulting
in a duplicate credit for a total of $198. 
The transaction rebill is on behalf of the credit card company so that
his account appropriately reflects one credit of $99.If you have any further
questions, please do not hesitate to contact me at ###-###-####, or email to
[redacted]@nutrisystem. Sincerely,Jacqueline M.Corporate Paralegal

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]  [redacted]

March 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 February 29, 2016.
 
On February 16, 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, 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.   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. [redacted] submitted his order and agreed to the terms prior to purchasing.   [redacted]’s order was shipped to him on February 17, 2016.
 
As with all customer service departments, there will be times when the call volume is higher or lower.  When the call volume is higher, our customers may wait a little longer to reach a representative.  However, Nutrisystem continuously monitors telephone hold time to ensure customer satisfaction.  According to Nutrisystem’s records [redacted] called the customer service department on March 26, 2016 to cancel his Auto-Delivery Program.   Nutrisystem was experiencing an unusually high call volume that day and [redacted] waited for 36 minutes before his call was answered. We apologize to [redacted] for the delay in getting his call answered. It is highly unusual that our customers have to wait that long for their call to be answered.   [redacted]’s call was ultimately answered and he did speak to a customer service representative to cancel his Auto-Delivery Program.  Nutrisystem reviewed this call.   [redacted] did inquire about returning the non-frozen products he had for a refund under the Money Back Guarantee.   However, after discussing his options with the representative he ultimately decided to keep the first order he received.  The customer service representative agreed to waive the $99 cancellation fee and apologized for the delay in getting [redacted]’s call answered.   Based on the telephone call review, it appears that [redacted] was not satisfied with the call wait time, but he was satisfied with the outcome of the call.   If this is not the case, we ask that [redacted] respond to us through the Revdex.com and someone from the Customer Service Department will contact him within 2 business days. 
 
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: Denise B[redacted]

January 4, 2016
 
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Attn: Ms. [redacted]
 
Re: [redacted], ID [redacted]
      
Dear Ms. [redacted],
 
The...

complaint submitted by Ms. [redacted] was received on December 22, 2015.
 
According to Nutrisystem’s records, on January 5, 2015 Ms. [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 ###-###-####.  The Terms and Conditions of the Auto-Delivery Program are posted on the website. Ms. [redacted] was shipped her first order on January 8, 2015.
 
Ms. [redacted] received monthly food orders with the exception of March and April 2015.   Nutrisystem was unable to obtain payment for Ms. [redacted]’s order in March 2015 and her next Auto-Delivery Order was delayed until her payment information was updated.  On April 4, 2015, Ms. [redacted] contacted Nutrisystem and updated her payment information and placed an a la carte order.   Ms. [redacted]’s next Auto-Delivery order next Auto-Delivery was delayed until May 6, 2015 by Ms. [redacted] online.  Please see Ms. [redacted]’s order history attached. 
 
Ms. [redacted] was not sent multiple orders in May as she indicated in her complaint.  
 
Ms. [redacted] was sent her last Auto-Delivery order on June 2, 2015.  Ms. [redacted] contacted Nutrisystem on October 21, 2015 (after delaying her orders in July, August & September) and requested the cancellation of her program.
 
On December 22, 2015, more than 6 months after Ms. [redacted] was shipped her last order, Ms. [redacted] contacted Nutrisystem to return some of the food items that had.  Ms. [redacted] was informed that she was not eligible to return the food products as she was well past Nutrisystem’s 30 day return policy.   Ms. [redacted]’s call was escalated to a supervisor and Ms. [redacted] was again informed that Nutrisystem could not accept the food products she had for return. 
 
            Nutrisystem has a 30 day return policy in place (attached for your review).   Nutrisystem cannot accept any of Ms. [redacted]’s products for return as it has been more than six (6) months since she received her last order. 
 
Nutrisystem has “Enjoy By” dates on most of its products. Please see the information below from the Nutrisystem website.   There is no way for Nutrisystem to determine why Ms. [redacted] found some of the food items that Ms. [redacted] retained from six (6) months ago were expired prior to their “Enjoy By” date. Ms. [redacted] may contact the Customer Service Department at the phone number below if she has any questions about individual food products.
The "Enjoy By" date on our packaging refers strictly to quality, not food safety. This date is recommended for best flavor or product quality. It is not a purchase or safety date. After the date passes, while not of the freshest quality, the product is still safe to eat when handled properly.
If you have received products in your order in which the "Enjoy By" date has passed, you may contact Customer Service via e-mail at [email protected] or via phone at ###-###-#### to have the product(s) replaced at no cost to you. To be eligible for replacements at no cost you must call within 30 days of receiving your last order containing the past dated "Enjoy By" products.
Typically, the shelf life of Nutrisystem® foods varies from 6 to 18 months. The products have a code to indicate the production date. In order to know the expiration date on these products, it is then necessary to know how long the shelf life is. We will be more than happy to help if you give us a call at ###-###-####, option number 4, and provide us with the following information: Nutrisystem SKU and Lot Number.
 
The "Enjoy By" date on our packaging refers strictly to quality, not food safety. This date is recommended for best flavor or product quality. It is not a purchase or safety date. After the date passes, while not of the freshest quality, the product is still safe to eat when handled properly.
If you have received products in your order in which the "Enjoy By" date has passed, you may contact Customer Service via e-mail at [email protected] or via phone at ###-###-#### to have the product(s) replaced at no cost to you. To be eligible for replacements at no cost you must call within 30 days of receiving your last order containing the past dated "Enjoy By" products.
Typically, the shelf life of Nutrisystem® foods varies from 6 to 18 months. The products have a code to indicate the production date. In order to know the expiration date on these products, it is then necessary to know how long the shelf life is. We will be more than happy to help if you give us a call at ###-###-####, option number 4, and provide us with the following information: Nutrisystem SKU and Lot Number.
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: [redacted]

December 21, 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 filed by [redacted]...

[redacted] was received in my office on December 9, 2015. 
 
It is unclear as to why [redacted] directed [redacted] to Nutrisystem.  Because [redacted] made the purchase directly through [redacted] they would be the ones to issue the refund to [redacted].
 
On November 28, 2015, [redacted] contacted Nutrisystem via telephone regarding a [redacted] purchase for Nutrisystem she had made.    The Customer Service Representative that [redacted] spoke with was unable to resolve the issue and escalated the issue to a supervisor on December 7, 2015.   The supervisor contacted [redacted] on [redacted]’s behalf to request that they issue a refund to [redacted] since she was unable to use the coupon code she purchased.   We apologize that this was not communicated to [redacted].   Nutrisystem was able to work with [redacted] and [redacted] was issued a credit for the purchase on December 18, 2015.   [redacted] indicated that [redacted] should see the credit to her account within 3-5 business days.   If [redacted] has any further questions about the refund, please have her contact the [redacted] Customer Service team at ###-###-####.   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]

April 11, 2017Dear [redacted]The complaint submitted by [redacted] was received in my
office on April 3, 2017.On January 20, 2017, [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).  Specifically, the auto-delivery terms and cancellation fee
are conspicuously displayed at the “Submit my Order” button, as well as
throughout our website.  Customers click
to submit their order.   [redacted]
submitted her order and agreed to the terms and conditions.  Please see attached.  Our records indicate, [redacted] received her first shipment
of non-frozen food on January 25, 2017, followed by shipment of frozen food on
January 26, 2017.   For her second
shipment, [redacted] received a request to make any changes to her menu on
February 13, 2017 and an order confirmation on February 16, 2017.  On February 17, 2017, [redacted] contacted the
customer call center to delay this second shipment.  As requested, her second shipment of food was
delayed.  On February 27, 2017, [redacted] received a request to make
any changes to her menu for her delayed second shipment, followed by an order
confirmation on March 2, 2017.  On March
3, 2017, [redacted] received notice that her order was shipped, for which she
received this delivery on March 7, 2017.For [redacted]’s third auto-delivery, she received a request
to make any changes to her on March 27, 2017, followed by an order confirmation
on March 30, 2017.  On March 31, 2017,
[redacted] received notice that her order was shipped.  On March 31, 2017 at 1:38:18 p.m., [redacted] contacted our
customer call center  to cancel her auto
delivery program.   Since [redacted]’s
shipment of frozen food was already in progress, we were unable to cancel the
shipment.   We were, however, able to
cancel the shipment of non-frozen food. [redacted] received her delivery of frozen food on April 1,
2017.  Due to the perishable nature of
our frozen food, frozen food is not returnable or refundable.  No refund is due.We wish [redacted] continued success with her weight loss
goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal