Nutrisystem, Inc.

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]

April 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]...

[redacted] was received on April 5, 2016.
 
On March 10, 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.  Customers are automatically shipped their next 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 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 March 11, 2016.
 
On March 31, 2016, [redacted] was sent an email (attached is a sample of the email that was sent to him) indicating his next order was being shipped to him.   The email indicated that [redacted] had until April 2, 2016 at 6pm EST to make changes to his order.   On April 3, 2016 [redacted] was shipped his second order.  Nutrisystem does not show that [redacted] attempted to or applied any gift cards to this order, the credit card that he had on file was charged $374.99.
 
On March 5, 2016 [redacted] contacted Nutrisystem indicating he was upset that he was unable to apply his gift cards and edit his auto-delivery order.    The representative that [redacted] spoke with informed him that he was unable to reverse the charges and apply the gift cards, but that we could offer him replacement items for the products that he received that he did not want.  [redacted] declined this offer and then requested the cancellation of his auto-delivery program.  [redacted]’s auto-delivery program was cancelled as requested.
 
Our customers do have the ability to apply gift cards and make changes to their food product selections, however they must make those changes prior to their order being processed.   [redacted] was informed of this via email on March 31, 2016.    Nutrisystem cannot adjust our customer’s accounts once their order has been processed.   If [redacted] is not satisfied with the products he received he can return or exchange the products that he received within 30 days receipt of his order.   Please have him contact the customer service department at ###-###-#### if he would like to do so.  
 
 
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]

On March 11, 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. 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.Additionally, if, within thirty days of
receipt of your package, there is any reason you wish to return any
unopened Nutrisystem non-frozen food item, Nutrisystem will give you
a refund (less return shipping). Frozen food items are not
returnable. Frozen foods are not refundable, except under the Money
Back Guarantee policy. [redacted] received her first
auto-delivery shipment of non-frozen food on March 15, 2017, followed
by her shipment of frozen food on March 18, 2017. [redacted]
received her second auto-delivery shipment of frozen food on March
18, 2017 for which she returned. A courtesy return shipping label
was issued to [redacted] at no cost. Please be advised our customer service
representative has reached out to [redacted] has
been issued a refund for her non-frozen food for which she returned.
As a customer courtesy, [redacted] was also issued a refund for
30% of the cost of her frozen food. [redacted] should see the
credit applied to her account within 5 – 7 business days.We wish [redacted] continued
success with her weight loss goals. Sincerely, Jacqueline M[redacted]

July 22, 2016   Revdex.com of Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 Attn: [redacted]   Re:  [redacted], ID [redacted]   Dear [redacted],   The complaint filed by **. [redacted]...

[redacted] was received in my office on July 5, 2016.    On February 28, 2016 **. [redacted] enrolled in the NutriSystem Auto-Delivery Program via telephone.  With our Auto-Delivery Program, customers receive a 35% discount off the full retail value of a 4-week plan with an auto-delivery purchase. They also receive free shipping (Continental US).  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.  The terms and conditions of the auto-delivery program are also posted throughout the website and our representatives are required to inform our customers of this information when they place their orders via telephone. **. [redacted] agreed to these terms and her first order was shipped to her on **. [redacted] submitted her order and agreed to the terms prior to purchasing.  **. [redacted]’s order was shipped to her on March 2, 2016.  **. [redacted] received it on March 5, 2016.     On March 20, 2016, **. [redacted] was sent an email indicating her second order was being shipped to her.  **. [redacted] was shipped her second order on March 23, 2016.    On March 24, 2016 **. [redacted] first contacted Nutrisystem about her weight loss.  The weight loss counselor **. [redacted] spoke with reviewed her food and water intake and made multiple suggestions to **. [redacted] because she was not including all of the food products she needed which is part of the program.   **. [redacted] spoke to Nutrisystem about her weight loss on two more occasions and on both occasions the weight loss counselors made suggestions to **. [redacted] because she was not including all of the food products she needed as part of the program. **. [redacted] ultimately cancelled her auto-delivery program on April 11, 2016.   NutriSystem offers a 14 day money back guarantee in which our customers can try our foods for 14 days and if they are not satisfied for any reason they can return the remaining weeks of food for a full refund, less shipping (please see attached). **. [redacted] no longer qualified for the Money Back Guarantee when she cancelled her program on April 11, 2016.   **. [redacted] is not due a refund.  We wish **. [redacted] continued success with her weight loss goals.       If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.   Sincerely,    Donna D[redacted]                                         ...⇄ Corporate Paralegal   Cc: [redacted]

January 19, 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 January 7, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on December 30, 2015 [redacted] enrolled in the NutriSystem Auto-Delivery Program.   With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 2 shipments. Customers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel.  Customers are sent an e-mail reminder or given a telephone call when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery.   [redacted] was shipped her first order on December 31, 2015.
 
On January 7, 2015, [redacted] contacted Nutrisystem and indicated she wanted to cancel her program under the Money Back Guarantee.  [redacted] was informed that she would need to return the unused non-frozen food products in order to obtain a refund. [redacted] indicated that she was unaware that she had to return the unused non-frozen food products in order to obtain a refund and became upset.   Shortly thereafter, [redacted] disconnected the call.   [redacted] later contacted Nutrisystem again and her call was escalated to a supervisor.  The supervisor [redacted] spoke with issued [redacted] a return shipping label (at no cost to her) to return the unused food products to Nutrisystem through [redacted].
 
The Nutrisystem Money Back Guarantee is posted on the Nutrisystem website and the information is provided via telephone when our customers contact Nturisystem via telephone.   Please see the Money Back Guarantee attached.   It is common practice for online retailers to require the return of products in the event a customer requests a refund.  It is unclear as to why [redacted] thought this would not be the case with Nutrisystem.  
 
[redacted]’s order was returned to Nutrisystem on January 11, 2015.  [redacted] was issued a credit for the $152.49 that she paid through the EZ Pay program and the balance was 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 22, 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 February 5, 2016.
 
On January 24, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchase. You also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program are also posted throughout the website.  The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page).  [redacted] submitted his order and agreed to the terms prior to purchasing.   [redacted]’s order was shipped to him on January 25, 2016.
 
Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when [redacted] contacted Nutrisystem on February 5, 2016.  [redacted] indicated he was experiencing some digestive issues.  With any new weight loss program, individuals may experience a variety of side effects.   This information is included in Nutrisystem’s Terms and Conditions.   The customer service representative discussed this with [redacted].   [redacted] indicated he wanted to cancel the program and the representative informed him that he would be charged $99.00 if he chose to cancel before accepting and paying for his second order.   The representative also informed [redacted] that he could return the unused food back for a refund under the money back guarantee and he would not be charged the $99.00 cancellation fee.   [redacted] declined, indicating it was too much of an inconvenience for him to return the food.   [redacted]’s program was cancelled and he was charged the $99.00 cancellation fee in accordance with the terms and conditions of his purchase of the 4-week auto-delivery program. 
 
Nutrisystem offers 14 day money back guarantee so that our customer can try the program to determine if it works for them.   [redacted] could have returned the unused food products he received for a full refund, less shipping since he was not satisfied with the program.  However he chose not to and was assessed the $99.00 cancellation fee.   However, in the spirit of good consumer relations, Nutrisystem has issued a credit of $99 to [redacted].  [redacted] should see the credit applied to his account within 3-5 business days depending on his financial institution.   We wish [redacted] continued success with his weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Senior Corporate Paralegal
 
Cc: [redacted]

March 11, 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 26, 2016.
 
According to Nutrisystem’s records, on January 17, 2016 [redacted] and her daughter enrolled in the NutriSystem Auto-Delivery Program by telephone together.   Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when [redacted] and her daughter placed their initial orders.   The representative that [redacted] and her daughter spoke with did not clearly explain the next Auto-Delivery date or the terms and conditions of the Auto-Delivery Program.   We apologize to [redacted] and her daughter for this and we would like to resolve this matter.  Nutrisystem is issuing a full credit in the amount of $309.22 each to [redacted] and her daughter for a total refund of $618.44.   [redacted] should see this credit applied to her account within 3-5 business days depending on her financial institution.   In addition, Nutrisystem will be contacting [redacted] in the next 2 business days to determine if there is any non-frozen products that she would like to return 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]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: Denise B[redacted]

April 7, 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 21, 2016.
 
Unfortunately, the Great Shakes that [redacted] referenced in her complaint were discontinued.   After receiving [redacted]’ complaint a representative from Nutrisystem contacted [redacted] to provide her with some options to purchase new shakes that were made available to our customers.  The representative worked with [redacted] to choose an option and her orders have been updated to include the shakes.   We value [redacted]’ business and we believe we have addressed her concerns. 
 
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 17,
2017Dear [redacted]:The
complaint submitted by [redacted] was received in my office on February 13,
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 of...

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. 
Customers click to “submit” their order. 
[redacted]  [redacted] submitted his order and
agreed to the terms and conditions.  
Please see attached.[redacted]
received his shipment of food on January 26, 2017.  [redacted] contacted our customer service call
center, on February 10, 2017, to cancel his auto-delivery program.    As a matter of customer courtesy, we will
refund the $99 cancellation fee as [redacted]’s cancellation was within one day
of the 14-day guarantee period. As noted on
the attached, if a customer is not 100% satisfied, they can cancel within 14
days and receive a full refund, less return shipping, upon return of remaining
food.  Further, as provided in our terms
and conditions, if, within thirty days of receipt of a customer’s package,
there is any reason you wish to return any unopened Nutrisystem non-frozen food
item, Nutrisystem will give a customer a refund (less return shipping).  Frozen foods are not refundable except under
the Money Back Guarantee policy.We wish [redacted] continued success with his weight loss goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

February 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 on January 29, 2016.
 
On January 2, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchase. You also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program are also posted throughout the website.  The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page).  [redacted] submitted her order and agreed to the terms prior to purchasing.   [redacted]’s order was shipped to her on January 4, 2016.
 
[redacted] did not contact Nutrisystem within the 14 day Money Back Guarantee period to return her first order. She then called and cancelled her auto-delivery program before she received her second shipment and was then charged the $99 early cancellation fee in accordance with the terms and conditions of her purchase of the 4-week auto-delivery program.  However, we value our customer’s input, and will take [redacted]’s input into consideration as we continually update and make our website more customer-friendly.  In the spirit of good consumer relations, Nutrisystem has issued a credit of $99 to [redacted].  [redacted] should see the credit applied to her account within 3-5 business days depending on her financial institution.   We wish [redacted] continued success with her weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: [redacted]

April 26, 2016
 
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 Ms....

[redacted] was received on April 8, 2016.
 
On March 25, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchase. You also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program are also posted throughout the website.  The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page).  Ms. [redacted] submitted her order and agreed to the terms prior to purchasing.   Ms. [redacted]’s order was shipped to her on March 28, 2016.
 
On April 6, 2016, Ms. [redacted] contacted Nutrisystem to cancel her Auto-Delivery program prior to the purchase of her second order.   The representative that Ms. [redacted] spoke with informed her that she would be charged the $99 early cancellation fee in accordance with the terms and conditions of her purchase of the 4-week auto-delivery program.  Ms. [redacted]’s auto-delivery program was cancelled and she was charged the $99 cancellation fee.  
 
After receiving Ms. [redacted]’s complaint, we reviewed Ms. [redacted]’s order history and her account to try and determine what happened after the cancellation of Ms. [redacted]’s Auto-Delivery program on April 6, 2016.   The representative that spoke with Ms. [redacted] on April 6, 2016 cancelled Ms. [redacted]’s account and then spoke with another customer immediately after speaking to Ms. [redacted].   The customer wanted to reactivate her Auto-Delivery program and the representative erroneously reactivated Ms. [redacted]’s Auto-Delivery program, rather than the customer’s account that she was speaking with.  Ms. [redacted]’s Auto-Delivery program was subsequently reactivated and a shipment started to process for her.  An email was sent to Ms. [redacted] on April 8, 2016 when the order began to be processed and shipped to her.  Ms. [redacted] was shipped the ready to go portion of her order on April 8, 2016.   The frozen portion was cancelled when Ms. [redacted] contacted Nutrisystem on April 8, 2016.  
 
We apologize to Ms. [redacted] for the errors that occurred after she cancelled her account on April 6, 2016.   Nutrisystem issued a full credit in the amount of $304.14 for the order that was erroneously shipped to Ms. [redacted] (the food products are hers to keep) and in the spirit of good consumer relations we have issued Ms. [redacted] a refund for the $99 cancellation fee that was charged to her.  We wish Ms. [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], or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: Denise B[redacted]

April 6, 2017Dear [redacted]:The complaint submitted by [redacted] was received in
my office on March 27, 2017.Please be advised that Nutrisystem® has been made aware of
alleged fraudulent and unauthorized credit card activity on two profiles of
record that were allegedly charged to [redacted]...

[redacted] credit card account.  Both accounts have been cancelled, and
customer service has been in contact with [redacted].  We will continue to cooperate with the credit
card facility to resolve any issues.Thank you.Sincerely,Jacqueline
M[redacted]Corporate
Paralegal

September 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], Case# [redacted]   Dear [redacted]   The complaint submitted by **. [redacted] was...

received on August 16, 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 July 6, 2016 [redacted] purchased the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a 35% discount off the regular one-time rate of a 4-week plan with 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] placed her order and agreed to the terms and condition prior to her purchase.   [redacted] received her shipment on July 12, 2016.    Nutrisystem has no record of [redacted] calling Nutrisystem within 14 days receipt of her order.   [redacted] contacted Nutrisystem on July 31, 2016 to cancel her program.  Nutrisystem records all calls for quality assurance and training purposes and has reviewed this call.  [redacted] was informed she would be charged a $99 cancellation charge if she chose to cancel before accepting and paying for her second order.   [redacted] did not want to pay the $99 cancellation fee and [redacted] was provided the option to customize her second order to make it more affordable for her.  [redacted] agreed.  The representative went over all of the food products [redacted] wanted and [redacted]’s second order was placed.   [redacted] received her second order on August 3, 2016.     Nutrisystem does have a 30 day return policy in addition to its Money Back Guarantee (please see attached).   [redacted] is past the 14 day Money Back Guarantee and 30 day Return Policy for her first order, but [redacted]’s 30 day return period for the second order expires on September 3, 2016.  Nutrisystem will extend the return period until September 9, 2016 if [redacted] would like to return the second order since [redacted] indicated she was not satisfied with the program.    If she would like to return the second order she received for a refund, please have her contact Nutrisystem at ###-###-#### on or before September 9, 2016 to do so.    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 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 28, 2016.
 
We were unable to find any client records for [redacted] with the name, address, telephone or email that was provided in the complaint.    Please ask [redacted] to provide additional information regarding the name, address, telephone number or email under which the order was placed and we will be happy to research this matter further.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

September 27, 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 12, 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.   [redacted] was shipped his order on August 12, 2016.    On September 1, 2016 [redacted] was sent the first of three emails indicating his second shipment was being processed and shipped to him.  The first email asked [redacted] to contact Nutrisystem on or before September 3, 2016 at 6pm EST if he wanted to make any changes to his order.   [redacted] did not contact Nutrisystem on or before September 3, 2016 and his second order was subsequently shipped to him.     On September 9, 2016 [redacted] contacted Nutrisystem requesting to return the second shipment that he received and he requested the cancellation of his auto-delivery program.   [redacted] was informed that he could return the ready to go portion of his order for a refund.  [redacted] was provided with a return authorization number and informed that he would be charged $99 if he decided to cancel the program and return the second order he received.        [redacted]’s second order was returned to Nutrisystem and he was issued a partial credit in the amount of $275.99 ($374.99 minus $99) on September 12, 2016 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]

March 23, 2017Dear [redacted]:The complaint submitted by [redacted] was received in my office on March 15, 2017.On September 24, 2017, [redacted]a purchased the Nutrisystem® auto-delivery program through our customer service call center.  [redacted] made this purchase through [redacted].[redacted]...

[redacted] received her delivery of food on September 29, 2016, but then cancelled the program.  As is customary, [redacted]a was issued a return shipping label to return unused food for refund under our Money Back Guarantee.   Although [redacted]a has advised that she did not receive any lablels, our records indicate that shipping labels were issued on November 2, 2016 and December 29, 2016.   [redacted] has been contacted by our customer service center.  It appears that the shipping labels were forwarded to an incorrect apartment number.  As of this date, Nutrisystem has issued another return shipping label. Upon receipt of the returned food, [redacted] will be notified to begin refund process.We wish [redacted]a continued success with her weight loss goals.If you have any questions, please do not hesitate to contact me at [redacted] or to my email at [redacted]@nutrisystem.com. Sincerely,Jacqueline M[redacted]Corporate Paralegal.

April 11, 2017Dear [redacted]:The complaint submitted by [redacted] was received in
my office on April 4, 2017.On March 14, 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.  [redacted] received his auto-delivery shipment of food on
March 18, 2017.  [redacted] subsequently
contacted our customer call center on April 2, 2017 to cancel his 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 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.Although [redacted] contacted customer service one day
outside of the Money Back Guarantee, 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.Thank you.                                      ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

March 6, 2017Dear [redacted]:The
complaint submitted by [redacted] was received in my office on February 27,
2017.            On July 19, 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. 
Customers click to submit their order. 
[redacted] submitted her order and agreed to the terms and
conditions.  Please see attached.            [redacted] received her shipment of food on July 22, 2016
and then subsequently cancelled her auto-delivery program on July 27,
2017.  As noted on the attached, if a
customer is not 100% satisfied, they can cancel within 14 days and receive a
full refund, less return shipping, upon return of remaining non-frozen food.   This guarantee is good on new 4-week plans,
first order only.  Limit one per
customer. [redacted] received a full refund, less shipping, under this Money
Back Guarantee.             On January 2, 2017, [redacted] again purchased on-line
our auto-delivery program.  [redacted]
received her shipment of non-frozen food on January 6, 2017, followed by her
shipment of frozen food on January 11, 2017. 
[redacted] cancelled this auto-delivery program on February 3,
2017.  The Money Back Guarantee does not
apply.            Our Return Policy does offer customers an opportunity to return
any unopened Nutrisystem non-frozen food item, within 30 days of receipt of
their package.  Nutrisystem will refund
for returned items, less shipping.  Due
to its perishable nature, frozen foods are not returnable or refundable, except
under the Money Back Guarantee policy.            In accordance with this policy, [redacted] was
appropriately refunded for returned non-frozen food items.  No further refund is due.            We wish [redacted] continued success with her weight loss
goals.   If you  have any questions, please do not hesitate to
contact me at [redacted] or to my email at [redacted]@nutrisystem.com.                          �...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal.

I had [redacted]'s call reviewed from October 22, 2016. [redacted] called in to cancel because it did not work for her. [redacted] stated that there too many carbs and she went over the meal planner with weight loss counselor. [redacted] agreed to continue following the planner correctly this time. At no time did  [redacted] mention that her frozen order, delivered on 9/30/16, was melted or damaged in any way.  As previously stated, Nutrisystem will reimburse [redacted] for the ready to go foods upon receipt, waive the chargeback fee for auto-delivery and waive the return label fee only.  Due to the perishable nature of frozen foods, they are non-returnable and non-refundable.I wish [redacted] continued success with her weight loss goals.

[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]