Nutrisystem, Inc. Reviews (630)
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Address: 600 Office Center Dr, Ft Washington, Pennsylvania, United States, 19034-3232
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December 4, 2017Dear [redacted]:The complaint submitted by [redacted] was
received in my office on November 22, 2017.On October 24, 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
non-frozen food on October 28, 2017, followed by her first auto-delivery
shipment of frozen food on November 2, 2017.
[redacted] contacted our customer call center to cancel her
auto-delivery program on November 7, 2017.[redacted] cancelled her auto-delivery program at the
recommendation from her physician due to sodium content. While the individual Nutrisystem® meals and
snacks vary in their sodium content, all of the Nutrisystem® programs fall
within the United States Department of Agriculture’s (USDA’s) recommendation
for the general adult population—2,300 milligrams or less of sodium daily.
Considering that USDA reports indicate that the average American eats about
3,300 mg of sodium a day, Nutrisystem is a great way to cut sodium while you
lose weight. If a customer needs (or wants) to reduce their sodium intake even
further, all a customer need to do is call one of our counselors at
###-###-####. They are happy to help customers customize an even lower sodium
plan of 1,500 mg of sodium a day.
Alternatively, when ordering online, our website includes a filter to
search the lower sodium choices. [redacted] did, in fact, cancel within the Money Back
Guarantee. [redacted] should have
been issued a return shipping label to return any unopened Nutrisystem® food
for full refund, less $19.99 shipping.
There is no cancellation fee incurred upon cancelling within the Money
Back Guarantee.We apologize for this confusion. [redacted] has been issued a full refund
in the amount of $311.21. [redacted] should see this credit applied to her account within 5-7 business days.
[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. This matter has been resolved. Thank you for your assistance to this matter.
Regards,
[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
[redacted]
On April 19, 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. 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. [redacted] received her first
auto-delivery shipment of non-frozen food on April 27, 2017, followed
by her frozen food on April 28, 2017. [redacted] subsequently
contacted our customer call center, on May 6, 2017, to cancel her
auto-delivery program.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 [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 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.Since [redacted] cancelled within the
Money Back Guarantee, she should not have incurred any early
cancellation fee. We apologize for this confusion. Please be
advised [redacted] will be issued a refund in the amount of $125. She
should see this credit applied to her account within 5 – 7 business
days.We wish [redacted] continued success
with her weight loss goals. Sincerely, Jacqueline M[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: I never order anything online that has an auto renewal because they are, in most cases scams to get more money and the auto delivery settings on some sites change. If Nutrisystems does not settle, the only thing I am left to do is leave bad reviews on every website that I can find and tell all on my [redacted] and [redacted] accounts that they are simply a scam...Regards,
[redacted] [redacted]
July 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], ID [redacted] Dear [redacted], The complaint submitted by **. [redacted]...
[redacted] was received on June 13, 2016. According to our records, [redacted] purchased the Nutrisystem auto-delivery program on May 20, 2016 via telephone with a customer service representative. With auto-delivery, customers receive a 35% discount off the Full Retail Value with every consecutive order. If a customer cancels prior to paying for their second shipment and after the 14 day money back guarantee period, the customer authorizes Nutrisystem to charge a $99 early cancellation fee. The terms and conditions of auto-delivery are posted on the website, and our sales representatives are required to inform our customers of these terms and conditions when they place their orders via telephone. [redacted] received her first shipment on May 24, 2016. On June 13, 2016, [redacted] called to cancel her auto-delivery program. The representative explained to [redacted] that if she did not take her second order she would be charged the cancellation fee of $99. [redacted]’s auto-delivery program was cancelled and she was charged the $99 cancellation fee. Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when [redacted] placed her order. [redacted] was informed of the terms and conditions, including the $99 cancellation fee on two occasions during the call. However, during the second time it was mentioned it was not properly disclosed so there may have been some confusion on [redacted]’s part. Therefore, Nutrisystem issued [redacted] a refund of the $99 cancellation charge on June 30, 2016. [redacted] should see the credit applied to her account within 7-10 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] ...⇄ Senior Corporate Paralegal Cc: [redacted]
February 29, 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 16, 2016.
According to Nutrisystem’s records, on June 27, 2015 **. [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 and **. [redacted] was informed of these terms when she enrolled in the program. **. [redacted] was shipped her first order on June 29, 2015 and she continued to receive orders on a monthly basis.
On January 24, 2016, **. [redacted] sent Nutrisystem an email requesting the cancellation of her program. Nutrisystem responded to **. [redacted]’s email on January 26, 2015, indicating that she would need to call Nutrisystem at ###-###-#### to cancel her program. **. [redacted] did not call Nutrisystem and **. [redacted] was shipped her next order on February 2, 2015.
On February 4, 2016, **. [redacted] contacted Nutrisystem via telephone and requested the cancellation of her program. **. [redacted] also indicated she wanted to return the last order that was shipped to her. **. [redacted] requested a label to return the order to Nutrisystem as she indicated she was unable to return the box to a [redacted] location. **. [redacted] was issued a [redacted] label at no cost to her and she was informed to contact Nutrisystem once the package was picked up so that Nutrisystem could initiate the refund to her.
On February 10, 2016 **. [redacted] contacted Nutrisystem, indicating the package had been picked up. However, Nutrisystem was unable to verify that the package had been picked up using the tracking information and was unable to initiate the refund to **. [redacted] at that time. The package was ultimately returned to Nutrisystem and Nutrisystem issued **. [redacted] a full credit in the amount of $254.95 on February 25, 2016. **. [redacted] should be in receipt of the credit at this time. We apologize to **. [redacted] for any delay in getting the credit issued to her account, it is unclear as to why [redacted] did not show the tracking number and package as being returning to Nutrisystem initially. 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 7, 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 March 18, 2016.
On January 19, 2016 [redacted] re-enrolled enrolled in the NutriSystem Auto-Delivery Program via telephone. The original address that [redacted] provided was:
[redacted]
Lafayette, CA US [redacted]
On February 1, 2016 [redacted] contacted Nutrisystem and updated her billing address to:
P.O. Box [redacted]
[redacted]
Walnut Creek, CA US [redacted]
When [redacted] updated her billing address, her shipping address was erroneously updated by a Nutrisystem representative to the same address and [redacted] was sent orders to her P.O. Box in error.
[redacted] contacted Nutrisystem about this issue and her shipping address was changed back to the original address that she set up:
[redacted]
Lafayette, CA UA [redacted]
We apologize to [redacted] for the issues with her shipping and billing address. A Nutrisystem representative contacted [redacted] on April 1, 2016 to let [redacted] know that her current order is going to the above referenced address. If there is anything further we can do to assist [redacted] with her orders please let us know.
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]
February 3, 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 25, 2016.
According to Nutrisystem’s records, on January 12, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website. [redacted] chose the Uniquely Yours Plan which includes ready-to-go and fresh-frozen food options. With the Uniquely Yours Plan our customers have the option to choose either a Favorites package or a Customized Food package for their order. The Favorites Package includes a pre-selected variety of Nutrisystem® meals. The Customized Package allows our customers to choose the food products they want to receive. [redacted] chose the Women’s Uniquely Yours Favorites Package and was shipped the correct order. Please see [redacted]’s order details attached. [redacted] did not choose the Customized Food Package. [redacted] was shipped her first order on January 14, 2016.
On January 19, 2016, [redacted] contacted Nutrisystem and indicated she received the incorrect order. The representative [redacted] spoke reviewed her order history and informed her that she was shipped the correct program – the Women’s Uniquely Yours Favorites Package that she ordered online. However, in the spirit of good consumer relations the representative agreed to replace the items that [redacted] received that she did not want. [redacted] was sent the replacement items (at no charge to her) on January 25, 2016.
[redacted] is scheduled to receive her next order on March 4, 2016. [redacted] customized the second order that is scheduled to be shipped to her. The order is for the Women’s Uniquely Yours Plan which has been customized. We encourage [redacted] to log onto her Nutrisystem account to verify that the order is correct before March 3, 2016. If she has any questions about making changes to the order she can contact the Nutrisystem Customer Service Department at ###-###-####.
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 13, 2017Dear [redacted]:The complaint submitted by [redacted] was received in my
office on April 10, 2017.On January 12, 2017 purchased the NutriSystem® auto-delivery
program at www.nutrisystem.com. We are surprised that [redacted] had any issues with any of
her orders, as our...
records do not indicate [redacted] experienced any problem
with her food deliveries and/or food content.Please be advised 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. We will have a customer service representative reach out to
[redacted] immediately to gather any and all pertinent information. Please be assured this matter will be investigated
to resolution. �...⇄ Sincerely, ...⇄ Jacqueline
M[redacted] �...⇄ Corporate
Paralegal
July 21, 2015
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: Ms. [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: [redacted], ID [redacted]
Dear Ms. [redacted],
The...
complaint submitted by Mr. [redacted] was received in my office on July 7, 2015 and has been forwarded to me for response.
According to Nutrisystem’s records, on June 22, 2015 Mr. [redacted] enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website. With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 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. The Terms and Conditions of the Auto-Delivery Program are posted on the website where Mr. [redacted] enrolled in the program. Mr. [redacted] indicated that he read and accepted the Terms and Conditions when he submitted his order for processing. Mr. [redacted]’s first order was shipped to him on June 23, 2015.
On July 7, 2015, Mr. [redacted] contacted Nutrisystem to request that his Auto-Delivery Program be cancelled. Mr. [redacted] was informed that he would be charged for the discount he received on his first order ($112.10) if he chose to cancel before accepting and paying for his second order. Mr. [redacted] Auto-Delivery program was cancelled and Mr. [redacted] was charged for the discount that he received on his first order ($112.10) in accordance with the terms of the Auto-Delivery Program.
Under the terms and conditions of the Auto-Delivery Program that Mr. [redacted] enrolled in Mr. [redacted] was required to purchase two (2) orders in order to receive the discounted price that he received on his first order. Mr. [redacted] was informed of these terms when he enrolled in the program and when he called to cancel his second order. However, in the spirit of good consumer relations Nutrisystem has issued Mr. [redacted] a refund for the $112.10 charge that was made to his account. Depending on Mr. [redacted]’s financial institution he should see the credit applied to his account in 7-10 business days. We wish Mr. [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], or you may write me at the address set forth above.
Sincerely,
Donna D[redacted]
...⇄ Senior Corporate Paralegal
Cc: Denise B[redacted]
On June 13th, after Nutrisystem was able to correct the problem and reinstate my credit to my account, I emailed the Revdex.com in hopes to have the complaint against Nutrisystem cancelled. I appreciate the help I received from Nutrisystem, thank you.Regards,
[redacted]
July 27, 2015
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Attention: [redacted]
Re: [redacted], ID [redacted]
Dear [redacted],
The complaint filed by **....
[redacted] was received in my office on July 15, 2015 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 her email address [redacted].com. [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, it appears that she received an email from a third party which contains some type of Nutrisystem promotional offer.
Nutrisystem takes spam emails and the sending of them very seriously. Nutrisystem is unable to determine the origin of the emails from [redacted]’s complaint. If [redacted] could forward the actual emails to me, we would be in a better position to determine who is sending them. In the meantime, Nutrisystem has placed [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]@nutrisystem.com, or you may write me at the address set forth above.
Sincerely,
...⇄
Donna D[redacted]
Senior Corporate Paralegal
Nutrisystem, Inc.
April 13, 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]...
[redacted] was received on March 28, 2016
On March 2, 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. 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 her order and agreed to the terms and condition prior to her purchase. [redacted]’s order was shipped to her on March 4, 2016.
On March 24, 2016 [redacted] was sent an email indicating her second order was being processed for her.
On March 28, 2016 [redacted] contacted Nutrisystem and indicated she did not want the order that was currently being processed for her. [redacted] did not indicate she wanted to cancel her Auto-Delivery program, just the order that was processing for her. The representative that [redacted] spoke with appears to have misunderstood what [redacted] wanted. [redacted] was informed that she would be charged $99 for cancelling her order and she requested to speak to a supervisor. The representative put [redacted] on hold and attempted to get a supervisor, but rather than obtain a supervisor she returned to [redacted] and asked her if she had any food to return. [redacted] was informed that if she returned the food she could obtain refund. [redacted] was then charged the $99 cancellation fee.
[redacted] called Nutrisystem later on March 28, 2016 and spoke to another representative about the cancellation fee. [redacted] indicated she wanted a second order, but did not want the one that had been processing for her. [redacted]’s account was reinstated and the customer service representative applied a $99 coupon to [redacted]’s account to discount her next order.
We apologize to [redacted] for the misunderstanding regarding her account and we apologize for the wait time she experienced. As with all customer service departments, there will be times when the call volume is higher or lower. We do not want our clients to have to wait to speak to a representative or supervisor. We believe that the issue with [redacted]’s account has been resolved, but if there is anything further we can assist her with please let us know.
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]
We have confirmed that [redacted] did, in fact, notify our customer call center on December 13, 2016 that the customer was no longer at address on file. We agree any further shipments should have only been done after obtaining updated information. For this reason, please be advised that [redacted] will be issued a refund for frozen food that was not returnable. This refund will be in the amount of $197.60. [redacted] should see the credit applied to her account within 5-7 business days. Again, we wish [redacted] continued success with her weight loss goals.
April 10, 2017The complaint submitted by [redacted] was received in
my office on March 28, 2017.[redacted] has been a customer of NutriSystem® since May
2016. As a customer, our records indicate [redacted]
had multiple conversations with our customer call center representatives...
and
counselors, including her latest call on March 27, 2017, whereby [redacted]
cancelled her auto-delivery program.[redacted] has expressed concern for the wait period for
which her call was answered. 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 longer waiting period. All calls are answered in the manner for
which they are received.We wish [redacted] continued success with her weight loss
goals. ...⇄ Sincerely, ...⇄ Jacqueline
M[redacted] �...⇄ Corporate
Paralegal
December 4, 2017Dear [redacted]:The complaint submitted by [redacted] was received in my
office on December 1, 2017.[redacted] has been a valued customer of Nutrisystem® since
March 2016. After receiving an email
order confirmation on November 30, 2017, our records indicate [redacted]...
[redacted]
contacted our customer call center, on December 1, 2017, to cancel his
auto-delivery program. This latest
shipment was cancelled. [redacted] was
not charged for this shipment.[redacted]’s auto-delivery has been cancelled. [redacted] will not receive any future
deliveries.Thank you. ...⇄ Sincerely, ...⇄ Jacqueline
M[redacted] �...⇄ Corporate
Paralegal
March 23, 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]...
[redacted] was received on March 9, 2016.
On January 27, 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 under the Terms and Conditions on the site (please see attached). The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page). [redacted] submitted his order and agreed to the terms prior to purchasing. [redacted]’s order was shipped to him on January 29, 2016.
On February 18, 2016 [redacted] was sent email (email address: [redacted].com) indicating his next order was being processed for him. On February 24, 2016 [redacted]’s order was shipped to him.
On February 26, 2016, [redacted] contacted Nutrisystem. [redacted] indicated he was unaware that the orders would be shipped automatically. [redacted]’s Auto-Delivery program was cancelled and he was informed that he could return the second order he received for a refund. [redacted] was informed that he would be charged a $99 early cancellation fee if he chose to return the order under the terms and conditions of the Auto-Delivery program.
On February 27, 2016, Nutrisystem received notice that the email that was sent to [redacted] on February 18, 2016 was returned as undeliverable. Below is the notice that Nutrisystem received:
Tech Support Email address does not exist, mailbox is unavailable or its being received as SPAM email
Nutrisystem always requests that our customers add our email address to their safe sender list so that Nutrisystem emails do not go to their spam file. It appears that the email that was sent to [redacted] to notify him of his second order may have gone to his spam email account.
On March 14, 2016 [redacted] was sent a return label and was provided with instructions to return the second order that was sent to him. It is unclear as to if [redacted] received this email or not. If he did not, please ask [redacted] to check his spam file.
Nutrisystem apologizes to [redacted] for the delays in answering his telephone calls. Nutrisystem has been experiencing an unusually high call volume. Nutrisystem will waive the $99 cancellation fee and issue [redacted] a full refund once the order is returned to Nutrisystem.
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]
December 16, 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 in my office on December 8, 2015.
According to Nutrisystem’s records, on September 20, 2015 [redacted] enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website. With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 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. The Terms and Conditions of the Auto-Delivery Program are posted on the website where [redacted] enrolled in the program. [redacted] indicated that she read and accepted the Terms and Conditions when she submitted her order for processing. [redacted]’s first order was shipped to her on September 21, 2015.
[redacted] delayed her second order and ultimately contacted Nutrisystem on December 7, 2015 to cancel her Auto-Delivery program. [redacted] was informed that she would be charged for the discount she received on her first order if she chose not to accept and pay for the second order that was shipped to her. [redacted] indicated she would call back to cancel and change the credit card on file.
[redacted] later contacted Nutrisystem on December 7, 2015 to cancel her Auto-Delivery program. [redacted] indicated she was not aware of the charge and only wanted one month’s of food. The representative [redacted] spoke with cancelled her Auto-Delivery program and waived the fee associated with the cancellation. It is unclear as to why [redacted] filed this complaint as the fee was waived and her program has been cancelled. 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 13, 2017Dear [redacted]:The complaint submitted by [redacted] was received in my
office on April 6, 2017.On March 11, 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 his 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 1-800-727-8046 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 his first auto-delivery shipment of food
on March 22, 2017. [redacted]
subsequently cancelled his auto-delivery program on April 5, 2017. [redacted] did, in fact, cancel his
auto-delivery program during the money back guarantee. [redacted] should not have been charged any
cancellation fee.We apologize for this confusion. Please be advised that [redacted] will be
issued a refund for the $125 cancellation fee.
[redacted] should see the credit applied to his account within 5-7
business days.We wish continued success with his weight loss goals. ...⇄ Sincerely, ...⇄ Jacqueline
M[redacted] �...⇄ Corporate
Paralegal