Nutrisystem, Inc.

June 15, 2016Dear [redacted],The complaint submitted by [redacted] was received on May 23, 2016.[redacted] received her first shipment from Nutrisystem on April 21, 2016. [redacted] contacted Nutrisystem on May 2, 2016 to return the shipment. Nutrisystem continuously monitors telephone hold time...

to ensure customer satisfaction. [redacted] called Nutrisystem three (3) times on May 2, 2016. She abandoned the first two calls after holding for 8 seconds during the first call and 3 minutes and 30 seconds after the second call. When [redacted] called the third time, her call was answered immediately. As with all call centers, there will be times when the call volume is higher and lower and the wait time may be longer or shorter. We appreciate [redacted]'s input, but we do not believe that waiting three (3) minutes to speak with someone is excessive and prevents our customers from actually talking to someone, During the third call, [redacted] was provided a return FedEx label (at a cost of $19.99) to return the ready to go portion of her shipment under the Money Back Guarantee policy.On May 9, 2016 [redacted]'s order was returned to one of Nutrisystem's warehouses. It usually takes our customers 7-14 day to see the refund applied to their account once their return is received. Our customers are advised of this time frame when they call in to request a return. This information is posted on our website. [redacted] contacted Nutrisystem via telephone on May 23, 2016 (and abandoned five (5) telephone calls after waiting less than a minute). On the sixth call [redacted] reached a representative immediately. The representative confirmed [redacted]'s order was returned to Nutrisystem and requested that a full refund less shipping of $275.00 on May 23, 2016 (fourteen days after [redacted]'s order was returned to Nutrisystem) be issued. [redacted] should be in receipt of the credit at this time.If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email [redacted]@nutrisystem.com, or you may write me at the address set forth above,Sincerely,Donna D.Senior Corporate Paralegal

August 12, 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 our office on July 10, 2015and has been forwarded to me for response. 
 
**. [redacted] has been on the Nutrisystem Auto-Delivery Program intermittently since February, 2012. **. [redacted] is not a new customer to Nutrisystem. **. [redacted] received two (2) orders between December 2014 and February 2015, before cancelling her program.   On June 15, 2015, **. [redacted] re-enrolled in the Nutrisystem Auto-Delivery Program online.   **. [redacted] was shipped her order on June 16, 2015.   **. [redacted] contacted Nutrisystem on June 25, 2015 indicating that she wanted to cancel the Auto-Delivery Program and return the non-frozen food for a refund in accordance with the Money Back Guarantee Policy.  The Money Back Guarantee states: 
Your satisfaction is our top priority here at Nutrisystem, so if you're not 100% happy with your order for any reason, simply call ###-###-#### within 14 days of delivery and send the remaining non-frozen food back for a full refund of your order, less shipping.
Guarantee is good on new 28-Day plans, first order only. Limit one guarantee per customer.
**. [redacted] was not eligible for the Money Back Guarantee because she did not purchase a new 28-day plan and it was not her first order.   However, the Customer Service Representative that **. [redacted] spoke with erroneously indicated she was eligible and issued her a return label under the Money Back Guarantee.  
 
**. [redacted] returned the order and she was issued a partial credit in the amount of $52.23 for the unused food she returned. The partial credit was issued because **. [redacted] was not eligible for the Money Back Guarantee.
 
**. [redacted] contacted Nutrisystem regarding her refund.  It was explained to **. [redacted] on multiple occasions that she was not eligible for the Money Back Guarantee because she was an existing customer, she did not purchase a new-28 day program and it was not her first order.  
 
Although **. [redacted] was not eligible for the Money Back Guarantee, the representative that she initially spoke with informed her she was and issued a return label under the Money Back Guarantee in error.   Therefore, Nutrisystem is honoring the Money Back Guarantee on this occasion only. **. [redacted] was issued an additional credit of $237.77 on August 4, 2015.   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]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

From: [redacted] <[redacted].com>Date: Tue, Sep 22, 2015 at 11:57 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] issue has been resolved, thank you

April 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 March 16, 2016.
 
On December 1, 2015 [redacted] enrolled in the NutriSystem Auto-Delivery Program via telephone.  With the 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).  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 [redacted] was informed of these terms when he placed his order. [redacted]’s order was shipped to him on December 5, 2015.
 
On December 31, 2015, [redacted] was sent an email indicating his second order was being processed for him.   After receiving this email, [redacted] went online and delayed his next Auto-Delivery order until February 4, 2016.   [redacted] later went online and delayed his next order until February 22, 2016. 
 
On February 18, 2016 [redacted] was sent an email indicating his next order was being processed for him.   On March 4, 2016 [redacted] was shipped his second order.  
 
On March 8, 2016, [redacted] contacted Nutrisystem about the second order that was shipped to him.   [redacted] indicated he thought that had cancelled the program in December he had refused the package when it was delivered.   [redacted] was informed that he would get a refund for the package but that he would be charged the $99 early cancellation fee because he did not accept the second order under the terms and conditions of the Auto-Delivery program.   [redacted]’s order was returned to Nutrisystem and he was issued a partial credit in the amount of $195.66 on March 16, 2016.  
 
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 5-7 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]

April 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] was received on April 4, 2016.
 
Nutrisystem records all calls for quality assurance and training purposes.  According to our records, [redacted] contacted Nutrisystem via telephone on March 15, 2016 to place an order for his wife [redacted].  After briefly speaking with [redacted], [redacted] handed the telephone to his wife to customize her order.   With an auto-delivery order, 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 the sales representatives that [redacted] spoke with informed her of these terms and conditions when she placed her order via telephone.   [redacted] was shipped her first order on March 16, 2016, it was delivered to her on March 18, 2016. 
 
On April 4, 2016, [redacted] contacted Nutrisystem to cancel his wife’s auto-delivery program.   [redacted] also requested a refund under the Money Back Guarantee.  The Money Back Guarantee is posted on the Nutrisystem website and I have attached it for your review.  [redacted] was informed that his wife was outside of the 14 day Money Back Guarantee, but that he could return the unused ready to go food products for refund under the 30 day return policy.  [redacted] refused and indicated he wanted to cancel all future shipments.  The representative he was speaking with informed him there would be a $99 cancellation fee if he did not accept and pay for the second order under the terms of the auto-delivery program.   [redacted]’s auto-delivery program was cancelled at this time and **./[redacted] was charged the $99 cancellation fee.  
 
[redacted] was properly informed that he was ineligible for the Money Back Guarantee and he and his wife were properly informed of the terms and conditions of the auto-delivery program, including the $99 cancellation fee.   However, in the spirt of good consumer relations, Nutrisystem has issued **./[redacted] a refund for the $99 cancellation fee.   **./[redacted] should see the credit applied to their account within 5-7 business days depending on their financial institution.  We cannot issue **./**s. a refund for the order that they purchased and retained.   We wish **. and [redacted] all the best.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄ Senior Corporate Paralegal
 
Cc: [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because I still believe that the web site is NOT transparent and the plans that immediately come up all show free [redacted] shipping: http://www.nutrisystem.com/jsps_hmr/diet-plans/weight-loss-programs.jsp. This process is getting very tedious, but in spite of Nutrisystem saying that the various plans without free shipping are obvious to a consumer, I maintain they are not. I was a new customer and spent quite a bit of time reviewing the Nutrisystem web site before signing up for what I thought was a 4-week program only. I really had to seek out the information when I was told that I would be charged $99. The internet has many many complaints from customers who felt betrayed by this obscure $99 cancellation fee, so I am not alone in my dispute.
Regards,
[redacted]

February 8, 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. 
 
[redacted] enrolled in the Nutrisystem auto-delivery program via telephone on January 25, 2016.   On January 26, 2016, [redacted] contacted Nutrisystem and indicated that his order was being shipped to the incorrect address.  The customer service representative attempted to contact Fedex to have the ready to go portion of [redacted]’s order rerouted to [redacted]’s correct address.   The frozen portion of [redacted]’s order was cancelled.   Nutrisystem was unable to get the ready to go portion of [redacted]’s order redirected.  
 
The frozen portion of [redacted]’ order was reshipped to him on January 29, 2016 and it was delivered on February 6, 2016 according to Fedex records.   The ready to go portion of [redacted]’s order was reshipped to him on February 4, 2016 and should be delivered on February 10, 2016. 
 
Nutrisystem apologizes for the shipping errors regarding [redacted]’s orders.  We assure [redacted] that his address has been corrected.  Nutrisystem has applied a $25.00 coupon to his account for any inconvenience this has caused him and we wish him continued success with his weight loss goals. 
 
If you have any further questions about this, please do not hesitate to contact me at [redacted], or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above. 
 
Sincerely,
  
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

June 17, 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 May 31, 2016.     On March 2, 2016 [redacted] purchased the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a 35% discount off the full retail value of a 4-week plan with every auto-delivery purchase. They also receive free shipping (Continental US).  Our customer receive an email or a telephone call before their next shipment is going to be sent to them. [redacted] received her first shipment on March 11, 2016.   On April 21, 2016, [redacted] was sent an email indicating her next shipment was being processed.   On April 26, 2016, [redacted] was shipped her second shipment.   On April 27, 2016, [redacted] contacted Nutrisystem.  [redacted] said that she wasn’t given enough time to make changes to her order and she delayed her second shipment.  The representative explained that [redacted] delayed her next order because she went online at 11pm to delay her order and her second shipment was already in transit to her.   [redacted] then requested the cancellation of her auto-delivery program.  She also requested to return the second shipment that was in transit to her.    [redacted] was provided a [redacted] label to return the second shipment and she was advised her auto-delivery program had been cancelled.  However, it was not cancelled in error.  [redacted] was sent a third shipment on June 1, 2016.   [redacted] contacted Nutrisystem about receiving a third shipment on June 10, 2016.  The issue was escalated to a supervisor who attempted to contact [redacted] on June 16, 2016, however she was unable to reach her.   Please ask [redacted] to return the call to Nutrisystem and Nutrisystem will issue [redacted] a return [redacted] label (at no charge to [redacted]).   We apologize to [redacted] for any inconvenience this has caused her.  Once the order is returned, Nutrisystem will issue [redacted] a full refund   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 6,
2017Dear Ms.
Ortiz:On February
21, 2017, we responded to a February 15, 2017 complaint, submitted by [redacted], concerning the sodium levels of Nutrisystem’s® food.   We
appropriately responded to this complaint acknowledging that individual
Nutrisystem meals and snacks vary in their sodium content, all of which fall
within the United States Department of Agriculture’s (USDA’s) recommendation
for the general adult population.As discussed
in our previous response, [redacted] purchased the Nutrisystem® auto-delivery
program on January 16, 2017.  [redacted]
received her first order of non-frozen food on January 13, 2017 and frozen food
on January 14, 2017.  Nutrisystem sent
two emails on January 29 and February 1, 2017; namely the first email to make
any changes to the order, and after not receiving any response from [redacted], a second email confirming the order being processed.  As a result, [redacted] received her second
shipment of non-frozen food on February 4, 2017 and frozen food on February 7,
2017. [redacted]
has acknowledged receiving both of these emails.   [redacted] states she delayed delivery to
February 10, 2017.  However, the delay
[redacted] is referring to, as completed on-line, changed her autoship
delivery that was scheduled for March 2, 2017 to actually be moved to February
10, 2017.    The delay that [redacted]
made on-line was not made for the February delivery as it was already in
process.  [redacted]
cancelled her auto-delivery program on February 13, 2017, and no further
shipments will be made.As provided
in our terms and conditions, if, within
thirty days of receipt of a customer’s package, there is any reason a
customer wishes to return any unopened Nutrisystem non-frozen food item,
Nutrisystem will give a refund, less return shipping.  Frozen foods are not refundable or
returnable, except under the Money Back Guarantee policy. [redacted] was
appropriately offered to return remaining non-frozen food for refund, less
return shipping.  Due to its perishable
nature, frozen food is not returnable or refundable.   We believe
no further action is required.  We wish
[redacted] continued success with her 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]

February 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 February 1, 2016.
 
Nutrisystem offers Auto-Delivery, Month to Month and A La Carte food purchase options.   The Auto-Delivery option is the default option because it is the most popular among the different options.   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, customers authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program are also posted throughout the website.  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 26, 2016.
 
On January 30, 2016, [redacted] contacted Nutrisystem about some missing items.   During the conversation with the customer service representative [redacted] indicated he was not aware that he was on Auto-Delivery.  [redacted] also indicated he was unaware of the $99 early cancellation fee.   The customer service representative informed [redacted] that he was still within the 14 day money back guarantee period and could return the remaining unused food products for a full refund.   [redacted] was informed that he would not be charged the $99 fee if he cancelled the program and returned the unused food products he had under the money back guarantee.   Shortly thereafter the call ended. [redacted]’s Auto-Delivery Program was not cancelled and he was not charged $99 when he spoke to the customer service department on January 30, 2016.  
 
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 cancelled [redacted]’s Auto-Delivery program and waived the $99 cancellation fee. 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]

[redacted]
[redacted]  [redacted]
On May 7, 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.[redacted] received her first auto-delivery shipment of food on May 12, 2017.  [redacted] subsequently contacted the customer call center on May 30, 2017 to cancel her auto-delivery program.  Since [redacted] was outside of the Money Back Guarantee and had not yet accepted a second shipment, [redacted] chose to order a la carte items rather than incur a cancellation fee.   [redacted] a la carte items were delivered to her on June 1, 2017.  [redacted] auto-delivery program has been cancelled.  She will receive no further shipments of food.We wish [redacted] continued success with her weight loss goals.Sincerely,Jacqueline M[redacted]
[redacted]

April 22, 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]...

[redacted] was received on April 4, 2016.
 
On March 3, 2016 Ms. [redacted] 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 7, 2016.
 
On March 27, 2016, Ms. [redacted] sent an email to the customer service department to request the cancellation of her program.   Ms. [redacted] indicated she was unaware that she had signed up for the auto-delivery program and had experienced some physical problems with program.  Nutrisystem responded to Ms. [redacted] and asked her to contact Nutrisystem via telephone if she wished to cancel her program.
 
Ms. [redacted] responded via email on March 29, 2016 indicating that she did not want to call Nutrisystem and speak to someone to cancel her account.   Ms. [redacted]’s auto-delivery was cancelled at this time and she was charged the $99 cancellation fee.
 
Ms. [redacted] was not eligible for the Money Back Guarantee when she contacted Nutrisystem on March 27, 2016 because she did not contact Nutrisystem within 14 days receipt of her order.   However, the customer service representative that responded to Ms. [redacted] could have offered to waive the $99 cancellation fee since Ms. [redacted] indicated she had physical problems while on the program.  We apologize that this was not done.    In the spirit of good consumer relations, Nutrisystem has issued Ms. [redacted] a refund for the $99 cancellation fee.   Ms. [redacted] should see the credit applied to her account within 5-7 business days.  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 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 30, 2016.
 
On January 15, 2016 [redacted] re-enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com ([redacted] was previously on the program).  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 18, 2016.
 
[redacted] delayed her second order until April 7, 2016.
 
On March 27, 2016 [redacted] contacted Nutrisystem 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.   [redacted] later contacted Nutrisystem via email and a supervisor issued [redacted] a refund for the $99 cancellation fee on March 30, 2016 in the spirit of good consumer relations.   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]

August 12, 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]...

[redacted],
 
The complaint submitted by **. [redacted] was received in my office on July 31, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on March 29, 2015 [redacted] re-enrolled online in the NutriSystem Auto-Delivery Program ([redacted] has been on the Nutrisystem program intermittently since 2013).   With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 2 shipments. Customers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel.  Customers are sent an e-mail reminder or given a telephone call when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery.   [redacted] was shipped her first order on March 30, 2015. 
 
[redacted] has been receiving orders on a monthly basis since March 30, 2015.
 
On July 29, 2015, [redacted] contacted Nutrisystem regarding the order that was shipped to her on July 24, 2015. [redacted] indicated that she did not want the order and she no longer wished to be on the Nutrisystem program.   [redacted] was instructed to refuse the order and Nutrisystem would issue credit when it was returned to Nutrisystem.   [redacted]’s program was cancelled at this time. 
 
On July 30, 2015, [redacted] contacted Nutrisystem regarding the credit to her account.  [redacted] also indicated she wanted her account re-activated.  [redacted] verified all of the information that was on her account and her account was reactivated. [redacted] was shipped a new order on August 5, 2015. 
 
On July 31, 2015, [redacted] was issued a full credit in the amount of $169.99 ([redacted] was only charged $169.99 initially for this order, not $339.99 as indicated in her complaint) for the order that she refused on July 29, 2015.  [redacted] should be in receipt of the credit at this time.  We trust the issuance of the credit will resolve [redacted]’s complaint.
 
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]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

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] was received in my office on March 7, 2016.
 
[redacted] enrolled in the NutriSystem Auto-Delivery Program via telephone on February 5, 2016.   Our customers have the option to choose a customized plan which allows our customers to choose the individual food products they receive or they can choose a favorites plan which includes a pre-selected variety of Nutrisystem® meals.  [redacted] chose the Women’s Basic Favorites Plan. [redacted] did not choose the customized food plan and she was not charged for it. [redacted] also enrolled with a promotional offer that gave her an additional free week of food with her orders.   The promotional free week is not customizable.   Please see [redacted]’s order details attached.  [redacted] was shipped her first order on February 8, 2016.
 
On February 26, 2016, [redacted] was sent an email indicating her second order was being processed for her.  [redacted]’s second order included the Women’s Basic Favorites Plan, the Select 10 day frozen package and the non-customizable promotional free week of food.  On March 3, 2016, [redacted] was shipped her second order.
 
On March 3, 2016, [redacted] contacted Nutrisystem indicating she was having difficulty customization her next order which was due to ship on March 29, 2016.   The customer service representative that [redacted] spoke with applied a $5.00 coupon to her March 29, 2016, informed [redacted] that she could not customize the promotional free week of food, but could customize the rest of her order for an additional $20.  
 
[redacted] contacted Nutrisystem on March 5, 2016 again indicating she was still having difficulty with customizing her order.  [redacted] indicated that her free week of food disappeared from her order while she was customizing her next order and the price wasn’t correct.   The representative adjusted the price of [redacted]’s order and informed her that the promotional free week of food would be shipped with her next order.
 
On March 7, 2016, Nutrisystem received a Consumer Affairs complaint from [redacted] regarding the free week of food that was to be sent with her March 29, 2016 order.   [redacted] would have received the promotional free week of food (non-customizable) with her third order that was due to be sent to her on March 29, 2016.  However, in the spirit of good consumer relations, Nutrisystem sent [redacted] a separate free customized week of food on March 8, 2016.  
 
On March 9, 2016, [redacted] contacted Nutrisystem and canceled her Auto-Delivery program.
 
[redacted] was never charged for customization, was given multiple coupons to adjust her price and sent a free week of customized food.   Nutrisystem did everything possible to address the issues that [redacted] was having regarding customizing her third order before she cancelled the program.  We are sorry that we were not able to satisfy [redacted] 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 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] 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.    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 or agreeing via telephone, our 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. 
 
I was unable to find out an active account for **. [redacted] in our database using the consumer information provided by [redacted]. Therefore, I am unable to research this matter further.  Please ask [redacted] to provide the email address or telephone number her order was placed under and I can further research her account. 
 
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]

I will accept Nutrisystems response in verifying they will never contact me again. However, I reject the claim that I have a business relationship. I have not set up an account. If I did as they claim from 10 years ago. I have no obligation to opt-out for something that I have not opt-ed in to. 10...

year old records with no contact do not constitute current business relationships. I will continue to file complaints in hopes of the FCC finding fault and imposing penalties on any future electronic correspondence from Nutrisystem or their affiliates. I will do this knowing I have no obligation to contact a company in violation of US can-spam laws prior to said filing. Per a previous email I received, Nutrisystem claims to have no responsibility over third parties. However, the below quote is from  the FTC website governing spam,Monitor what others are doing on your behalf. The law makes clear that even if you hire another company to handle your email marketing, you can’t contract away your legal responsibility to comply with the law. Both the company whose product is promoted in the message and the company that actually sends the message may be held legally responsible. https://www.ftc.gov/[redacted]
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]

November 27, 2017Dear [redacted]:The complaint submitted by [redacted] was received in my office on November 16, 2017.On September 2, 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 September 8, 2017, followed by her
first auto-delivery shipment of frozen food on September 9, 2017.  On September 19, 2017, [redacted] posted a
comment on social media mentioning an allergy to nuts.As provided in Nutrisystem’s Terms
and Conditions, people with certain conditions may not use the Nutrisystem
program; these include, but are not limited to people who:  (a) are pregnant, (b) are allergic to soy,
peanuts, or latex (which is used in food processing), (c) have anorexia or
bulimia, (d) have chronic kidney disease, or 
have a condition requiring a gluten-free or ketogenic diet.  Further, as with any weight loss program, it
is recommended that customers consult with their physician before beginning the
Nutrisystem program.In response to [redacted]’s
social media posting, a customer service counsellor reached out to [redacted]
to discuss her allergy.  A voicemail was
left on September 19, 2017, for which [redacted] did not respond.  As described above, had she responded, Ms.
Robinson could have cancelled her auto-delivery program under the Money Back
Guarantee and would not have incurred any cancellation fees.[redacted] delayed her second
auto-delivery shipment online, from September 27, 2017 to October 31, 2017,
then again from October 31, 2017 to November 24, 2017.Please be advised we have cancelled
[redacted]’s auto-delivery program. 
She will receive no further shipments of food.     As a customer courtesy, the $125
cancellation fee has been waived.We wish [redacted] continued
success with her weight loss goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

Dear [redacted]The complaint submitted by [redacted] was received in my office on May 31, 2017.On May 21, 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.    Our Nutrisystem® program provides our customers with a choice of three plans including, (i) the Basic 4-week plan which is a kit with pre-selected ready-to-go foods; (ii) the 4-week Core Plan consisting of   a choice from over 100 foods or our Favorites Pack, unlimited support, and free shipping; and (iii) the Uniquely Yours 4-week Plan, which is our biggest and best variety.  The Uniquely Yours Plan provides customers to choose from over 150 meals and snacks, including frozen foods and non-frozen foods.  As with the Core Plan, the Uniquely Yours Plan also offers unlimited support from trained weight loss counselors, registered dietitians and certified diabetes educators, at no extra cost, with further support provided through our digital tools.   As noted, the Uniquely Yours Plan is our only plan that offers frozen food.  Please see attached.Our records indicate, [redacted] chose the Nutrisystem auto-delivery program with the  Core Plan.  This plan does not include frozen food.  In addition to the Core Plan and at additional cost, [redacted]e ordered the 28-day supply of Turbo Shake and a 10-pack “On the Go Bar Bundle”.  [redacted]e received her first shipment of food on May 23, 2017.  [redacted] subsequently called to cancel her auto-delivery program on May 27, 2017.  In accordance with our Money Back Guarantee and cancellation policy, if a customer is not 100% satisfied with the 28-day plan, 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.[redacted] called to cancel her auto-delivery program within the Money Back Guarantee.  Unfortunately, [redacted] was not issued a return shipping label to assist in the return of any remaining food items of her Core Plan, which is our normal procedure. Please be advised [redacted] will be issued a refund for her auto-delivery Core Plan in the amount of $294.99.  There is no need for [redacted] to return any remaining food items.   [redacted] should see the credit applied to her account within 5 - 7 business days.We wish [redacted] continued success with her weight loss goals. Sincerely, Jacqueline M[redacted] Corporate Paralegal