Nutrisystem, Inc.

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]

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

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]

February 20, 2017The complaint submitted by [redacted] was received in my office on February 14, 2017.[redacted] has been a customer of Nutrisystem® auto-delivery program since January 2014.  [redacted] became concerned when she noticed a sudden increase in price for her February shipment of...

food.    After review of her file, we noticed that [redacted] was charged incorrectly for a different program due to a technicality.  We appreciate [redacted] for bringing this to our attention.Customer Service has contacted [redacted], and we are happy to report that an adjustment has been made to [redacted]’s account.  We believe this matter is resolved.We wish [redacted] continued success with her weight loss goals.Sincerely,Jacqueline M.Corporate Paralegal

October 23, 2017Dear [redacted]:The complaint submitted by [redacted] was received in my
office on October 12, 2017.We are sorry [redacted] experienced technical issues while
attempting to make a payment online for a Nutrisystem a la carte order.  Upon contacting our customer call center,...

it
was suggested that since [redacted] could not make purchase through [redacted], she
should attempt to make a with the use of a credit card.To resolve this matter, please be advised that a customer
service representative has reached out to [redacted].  [redacted] did not wish to continue with the
monthly a la carte subscription.  Her
subscription order was deactivated, and [redacted] was issued a refund in the
amount of $34.99, which was her subscription fee from August 2017.We believe this matter is resolved.  We wish [redacted] continued success with her
weight loss goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

January 16, 2017Dear [redacted]:The complaint submitted by [redacted] was received in my office
on January 13, 2017.                On December 29, 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).  Specifically, the auto-delivery terms
and cancellation fee are conspicuously displayed at the “Submit My Order”
button, as well as throughout our website.                By clicking the Submit My Order,
customers authorize us to automatically charge and ship their order every four
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.”  [redacted] submitted his order and agreed
to the terms and conditions prior to his purchase.                [redacted] received his
shipment of non-frozen food on January 4, 2017, followed by his shipment of
frozen food on January 7, 2017.    Our
records indicate [redacted] called on January 13, 2017 to cancel his
Nutrisystem program.    As outlined above, [redacted] did, in
fact, cancel his program within 14 days of delivery.   Our customer representative should have
appropriately advised [redacted] to return the remaining non-frozen food
back to us for a full refund, less return shipping.  [redacted] should not have been charged
any cancellation fee.                We apologize for this
confusion.   In light of this, [redacted] may keep the unfrozen food, and not bother to pay return shipping
fees.  We will issue a refund for the
entire program fee of $421.12 and $99 cancellation fee.  [redacted] should see the credit applied
to his account within 5-7 business days. 
As we strive to provide customer satisfaction, we will also take
corrective action to avoid this from happening to any other customers.                Additionally, as requested,
Nutrisystem has added [redacted] to our Do Not Call, Do Not Email, and Do
Not Mail lists.  We ask that [redacted] allow 7 - 10 business days to go through our internal systems and
update accordingly.We wish [redacted] continued success with his weight loss goals. 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]

June 2, 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 May 18, 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 April 17, 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 ###-###-#### 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 her order and agreed to the terms and condition prior to her purchase.   [redacted]’s first shipment was delivered to her on April 22, 2016.
 
On May 8, 2016 [redacted] was sent an email indicating her second shipment was being processed for her.  On May 12, 2016 [redacted] was sent her second shipment.
 
On May 17, 2016, [redacted] contacted Nutrisystem via telephone to return the second shipment that was sent to her.   [redacted] was informed that if she returned the second order she would be charged a $99.00 cancellation fee in accordance with the terms and conditions of the auto-delivery program.  [redacted] was provided with a return authorization number and instructions to return the package as this time.   
 
On May 18, 2016 Nutrisystem received an email from [redacted] regarding the $99 cancellation fee.  The representative that responded to [redacted] agreed to waive the $99 cancellation fee and indicated that [redacted] would be refunded for the unopened food products she returned.  
 
Nutrisystem received [redacted]’s return on May 27, 2016 and [redacted] was issued a full refund in the amount of $274.99 on June 2, 2016. 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]

July 13, 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], ID [redacted]   Dear Ms. [redacted],   The complaint filed by [redacted] was...

received in my office on June 27, 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].  [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 he 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], or you may write me at the address set forth above.   Sincerely,                                           ...⇄                      Donna D[redacted]          Senior Corporate Paralegal          Nutrisystem, Inc.

October 6, 2016   Revdex.com of Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 Attn: [redacted]   Re: [redacted], Case# [redacted]        Dear [redacted],   The complaint...

submitted by **. [redacted] was received on September 19, 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.   **. [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). 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 his order and agreed to the terms and condition prior to his purchase on August 28, 2016.   **. [redacted] received his first order on September 1, 2016.    On September 18, 2016 **. [redacted] was sent an email indicating his order was being processed for him.   **. [redacted] contacted Nutrisystem the same day (September 18, 2016) and indicated he wanted to cancel the second order and the auto-delivery program.   **. [redacted] was informed he would be charged $99 if he decided to cancel the program before accepting and paying for his second order.   **. [redacted]’s auto-delivery program was cancelled and he was charged $99 in accordance with the terms and conditions of the auto-delivery program.  **. [redacted] is not due a refund for the charge.      If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.   Sincerely,   Donna D[redacted]                                         ...⇄ Corporate Paralegal   Cc: [redacted]

February 28,
2017Dear [redacted]:The complaint
submitted by [redacted] was received in my office on February 17, 2017.On December 28,
2016, [redacted] purchased the NutriSystem® auto-delivery program at www.nutrisystem.com.    [redacted] received her first shipment...

of non-frozen food on December 31, 2016,
followed by her first shipment of frozen food on January 5, 2017.At the time [redacted] placed her second order of food on-line, [redacted] has advised she
used a $25 off promotion code, [redacted].  
This promotion was not applied to her order.  [redacted]
contacted our customer service call center regarding this issue.  Please be advised, a refund in the amount of
$25.00 has been applied to [redacted] credit card account, as of February 24,
2017.  [redacted] should see the credit
applied to her account within 4 – 7 business day.We wish [redacted] continued success with her weight loss goals.Sincerely,Jacqueline
M.Corporate Paralegal

October 27, 2015
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
[redacted]
 
Re: [redacted]
      
Dear [redacted]
 
The...

complaint submitted by [redacted] was received in my office on October 16, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on July 8, 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 [redacted] or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call [redacted].  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 July 9, 2015.
 
[redacted]’s was sent an email reminder on August 20, 2015 indicating her second order was being shipped to her.   On August 23, 2015, [redacted] contacted Nutrisystem indicating she wanted to cancel the order that was in transit to her because she wanted to use gift cards to pay for the order and was watching her budget.  [redacted]’s second order was delayed until September 30, 2015.  
 
On September 26, 2015, [redacted] was sent an email indicating her second order was being processed for her.  
 
On October 1, 2015, [redacted] was shipped her second order. That same day, [redacted] contacted Nutrisystem and indicated that she did not want the order that was in transit to her.   The representative that [redacted] spoke with provided [redacted] with a return label to return the order that was in transit to her.
 
On October 14, 2015, [redacted] was issued a partial refund in the amount of $215.40 for the order that was returned to Nutrisystem.  [redacted] was charged $19.99 for the return shipping label and $104.60 for the discount she received on her first order, because she did not accept at pay for her second order in accordance with the terms of the Auto-Delivery program. 
 
 
Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when [redacted] cancelled her order.  [redacted] was not pressured into putting her program on hold, rather [redacted] was concerned about her budget and the representative suggested that she postpone her second order rather than cancel it because she would be charged for the discount she received on her first order ($103.61) if she chose to cancel it before accepting and paying for her second order.  [redacted] agreed to postpone her second order.    [redacted] was aware that she was enrolled in the Auto-Delivery Program and she was required to purchase (2) orders in order to receive the discounted price she received on her first order.   However, in the spirit of good consumer relations Nutrisystem has issued [redacted] a refund for the charge of $103.61.   [redacted] should see the credit applied to her account within 7-10 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 [redacted], 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]

[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]

April 7, 2017Dear [redacted]:The complaint submitted by [redacted] was received
in my office on March 28, 2017.Please be advised that [redacted] has been in contact with
our customer service call center, and a refund has been issued.I believe this matter to be resolved.Thank...

you.                                      ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

March 30, 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 on March 14, 2016.
 
On February 1, 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 [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 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 order was shipped to her on February 2, 2016.
 
On February 20, 2016 [redacted] was sent an email to [redacted].com indicating her next order was being processed for her.  On February 26, 2016 [redacted] was shipped her second order.
 
On February 27, 2016, [redacted] contacted Nutrisystem and indicated she did not want the order that was being shipped to her.  [redacted] indicated she was unaware that she enrolled in the Auto-Delivery program.   [redacted] was advised to refuse the shipment and the representative agreed waive the $99 cancellation fee and the return label fee of $19.99 in the spirit of good consumer relations.   However, when [redacted]’s package was returned to Nutrisystem’s warehouse she was charged the $99 cancellation fee and the return label fee of $19.99 in error.  Nutrisystem issued [redacted] an additional credit of $118.99 on March 30, 2016.  [redacted] should see the credit applied to her account within 3-5 business days depending on her financial institution.  the order.   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 9, 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.
 
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.   According to Nutrisystem’s records, [redacted] created 2 customer profiles with Nutrisystem on January 6, 2016. When [redacted] created her customer profiles this prompted Nutrisystem to add [redacted]’s email address to its marketing list.
 
Nutrisystem shows that [redacted] contacted Nutrisystem on January 7, 2016 to be removed from the Nutrisystem database.  [redacted]’s email address was removed from the first profile, but not the second profile in error. Since receiving [redacted]’s complaint, Nutrisystem has removed [redacted]’s email address from both profiles within 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 this has caused her and we wish her 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]

June 15, 2016Dear [redacted],The complaint submitted by [redacted] was received on May 24, 2016.The adjustment that was made to [redacted]' account to include the shakes she chose with her shipments for a price of $324.98 did not apply to her last order for an unknown reason. We are researching this matter. [redacted] was charged $411.18 for her last order in error. Nutrisystem issued [redacted] a credit of $86.82 on May 11, 2016 to correct this issue when we were made aware of it. [redacted] should be in receipt of the credit at this time.[redacted] is sent an order confirmation 3-4 days before her next shipment is due to be sent. The order confirmation includes the products purchased and the cost she is to be charged, If there is an error, we ask that [redacted] contact us directly at ###-###-####. We will adjust her shipment accordingly. Although Nutrisystem is not contractually obligated to honor the price that [redacted] was quoted we will continue to honor the price as long as [redacted] continuously orders from Nutrisystem in the spirit of good consumer relations.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.Senior Corporate Paralegal

July 12, 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 June 22, 2016.   [redacted] placed her initial order via telephone with a Nutrisystem customer service representative on February 1, 2016.   [redacted] ordered the Nutrisystem Uniquely Yours Program.   The Uniquely Yours Program includes ready to go and frozen food products and our customers choose the food products they want.   [redacted] chose the food products she wanted and the representative placed the order for [redacted].  [redacted] received her first shipment on February 5, 2016.   On February 5, 2016, [redacted] contacted Nutrisystem indicating the shipment received was incorrect.   [redacted] indicated she wanted the same program as her dad and her order was not customized with the products she selected.   The representative [redacted] spoke with submitted a request to have the products that [redacted] was missing shipped to her at no charge to [redacted]. The ready to go products were shipped to [redacted] on February 12, 2016.    That same day (February 12, 2016) [redacted] contacted Nutrisystem to obtain the status of her replacement items.   The representative that [redacted] spoke with reviewed the replacement orders with [redacted] and [redacted] indicated they were incorrect.  The representative cancelled the frozen portion of [redacted]’s replacement order, but she was unable to stop the ready to go portion of [redacted]’s replacement orders.   [redacted] received the ready to go portion of the replacement order on February 16, 2016.   A new replacement order for the ready to go portion of [redacted]’s order was placed at no charge to [redacted], However, in error, the representative did not submit a new frozen replacement order.   Several representatives have spoken with [redacted], however they have been unable to get [redacted]’s order corrected to include all of the products she wanted.   We apologize that [redacted] experienced so many problems with her order.   [redacted] filed a dispute with her credit card company regarding the charge for the initial order she placed, if [redacted]’s credit card company does not approve the refund, Nutrisystem will directly issue [redacted] a refund.  We wish [redacted] 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]

December 7, 2016Revdex.comof Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA  19103Attn:  [redacted] (ID #[redacted])   Re: [redacted] (ID #[redacted])   Dear Ms. Ortiz,   The complaint submitted by...

Ms. [redacted] was received on November 30, 2016.   Ms. [redacted] enrolled in the Nutrisystem® Core auto-delivery program on October 26, 2016 and customized her food selections at a cost of $294.99, none of which included frozen items.  Ms. [redacted]’s order was shipped in its entirety by Fed Ex on the evening of October 27, 2016.     Only the Uniquely Yours program includes frozen foods and is at a cost of $334.99.  The email that Ms. [redacted] received (a sample attached) stated, “If your order contains any frozen items, they will arrive in a separate shipment within 14 days.”  As Ms. [redacted] did not select frozen food items nor order the frozen Uniquely Yours plan at the higher price, no further shipment is required.  We apologize for any misunderstanding.   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,   Jacqueline M[redacted]                                         ...⇄ Paralegal

February 28, 2017Dear [redacted]:The complaint submitted by [redacted] was
received in my office on February 21, 2017.On August 8, 2016, [redacted] purchased the
NutriSystem® auto-delivery program at www.nutrisystem.com.    [redacted]
received her first shipment of food on...

September 14, 2017.    In November 2016, [redacted] supplemented her
auto-delivery program by purchasing online the Success A La Carte subscription
plan.  With our Success A La Carte subscription,
customers receive a 20% discount on any order (includes auto-delivery and
non-auto delivery orders), free shipping on non-frozen items; free shipping on
frozen orders over $50; and automatic renewal of their subscription.   Customers may cancel at any time.  Refunds are valid within seven days of
subscription purchase or renewal.  Please
see attached.   Customers are required to make their choice by
clicking on the subscription option, “Yes, I want to join Success A La
Carte.”  Customers are then prompted to
choose the length of membership they wish to subscribe on a one-time order
basis or auto-delivery basis.   [redacted] submitted her order by clicking to
choose to join the subscription option for 1-month auto-renew, at a cost of
$29.98 per month.Upon purchasing this subscription, [redacted] received
subscription order confirmation emails on November 2, 2016, December 4, 2016,
January 4, 2017, and February 4, 2017. 
[redacted] cancelled this subscription on February 17, 2017.  As with any monthly subscription, customers
are responsible for the monthly subscription fee whether they use it or
not.  In accordance with our cancellation
policy of seven days within purchase or renewal, there is no refund in order.We wish [redacted] continued success with her weight
loss goals.                                     ...⇄ Sincerely,Jacqueline M.Corporate Paralegal