Nutrisystem, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: From the response, they will not admit that this system does not work for some people.  When I ordered, it was initially by computer, I did not speak with anyone until there was a problem with my order and could not complete it on line. There was no mention of 14 days that I know of, and with drinking nothing but shakes and one small meal a day anyone would lose something in 14 days.  It was when I started their regular part of the program that the weight that I lost the first week came back on plus.I realize they will not do anything about my situation, but they need to change their commercial from saying lose 10lbs the 1st mth.  or your money back guaranteed.  That leaves a false impression. I do not and will not in the future recommend Nutrition System to anyone.
Thank you, Revdex.com, for your assistance.
Regards,
[redacted]

April 7, 2017Dear [redacted]:The complaint submitted by [redacted] was received in my office on March 31, 2017.On January 29, 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.  [redacted] received her shipment of food on February 11, 2017.  [redacted], subsequently, cancelled her program on March 31, 2017.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.In accordance with our Money Back Guarantee and cancellation policy, [redacted] was appropriately charged a cancellation fee.We wish [redacted] continued success with her weight loss goals.Sincerely,Jacqueline M.Corporate Paralegal

January 28, 2016Dear [redacted],The complaint submitted by [redacted] was received in my office on January 19, 2015.According to Nutrisystem's records, on December 25, 2015 [redacted] enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website. With the current...

AutoDelivery program, customers get a special discount off the month to month program price and free shipping within the Continental US with each consecutive order. Customers are automatically shipped their 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 program delivery, and after the 14 day guarantee period, the customer authorizes Nutrisystem to charge a $99 cancellation fee. The Terms and Conditions of the Auto-Delivery Program are posted on the website and are detailed on the checkout page where customers submit their order for processing. [redacted] submitted his order and agreed to the terms prior to purchasing, [redacted]'s first order was shipped to him on December 29, 2015.On January 16, 2016, [redacted] contacted Nutrisystem to cancel his Auto-Delivery program. Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when [redacted] cancelled his Auto-Delivery program. Although [redacted] was properly informed that he was outside of the 14 day Money Back Guarantee period, he was not properly informed he could return the remaining unused food products for a refund under the Nutrisystem 30 day Return Policy. We apologize that [redacted] was not given the correct return information.Nutrisystem has since contacted [redacted] and issued him a return label (at no cost to him) to return the unused food products. Once the food products have been returned to Nutrisystem a full refund will be issued to [redacted]. Depending on [redacted]'s financial institution he should see the credit applied within 5-7 business days once the products are returned. 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 toddavidson(anutrisystem.com, or you may write me at the address set forth above.Sincerely,Donna D.Senior 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 in as much as they are refunding the $99.00. However, I do not find Nutrisytem's disreputable business practices of misleading the consumer by their de minimus practice acceptable. As previously stated, Nutrisystem's misleading and deliberate de minimus  practices in website design, TV advertisements, and subsequent correspondence are designed to basically diminish the consumers ease of acknowledging penalties and other requirements. The de minimus practice renders factors as inconsequential, insignificant, of minor importance, and unworthy of serious consideration. This is absolutely the opposite of their statement that these factors are conspicuously displayed. Reference their screen print that they attached to their response which clearly shows the de minimus nature of their display. Nutrisystem's ratings should reflect their unethical business practices until  such time as they actually display these factors in a conspicuous manner prominently displayed for consumer ready recognition. I thank you for your handling and resolution of my complaint. Thank you.Regards,
[redacted]
8/28/16

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 13, 2016.
 
Our customers have the option to purchase a one-time order, an auto-delivery order or they can purchase a la carte items.   If our customer’s purchase a one-time order or a la carte order they do not receive the discounted price that our auto-delivery customers receive.   On April 12, 2016 [redacted] purchased the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a 35% discount off the full retail value of a 4-week plan with every auto-delivery purchase. They also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program have always been posted throughout the website (please see the attached page). However in response to customer complaints and inquiries Nutrisystem has added additional language and information throughout the website to make it clearer to our customers that they are choosing the Auto-Delivery program and agreeing to the terms and conditions of the program, including the $99 cancellation charge before they make their purchase.   Specifically, the auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page) and if the customer clicks on the Auto-Delivery option the benefits of auto-delivery as well as the cancellation fee are clearly stated (please see the attached page).  [redacted] submitted her order and agreed to the terms and condition prior to her purchase.  [redacted] was shipped her first order on April 13, 2016.
 
On April 30, 2016, [redacted] was sent an email indicating her second order was being processed for her.  [redacted] went online and delayed her second shipment on April 30, 2016.
 
On May 13, 2016, [redacted] contacted Nutrisystem requesting the cancellation of her Auto-Delivery program. [redacted] was informed that she would be charged $99 if she chose not to accept and pay for her second shipment under the terms of the auto-delivery program.   [redacted]’s program was cancelled and she was charged the $99 cancellation fee in accordance with the terms and conditions of the auto-delivery program. [redacted] is not due a refund for the charge.  
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: [redacted]

February 16,
2017Dear [redacted]:The
complaint submitted by [redacted] was received in my office on
February 13, 2017.On January
20, 2017, [redacted] and [redacted] each purchased the Nutrisystem® auto-delivery
program at www.nutrisystem.com.   With our auto-delivery...

program, customers
receive a 35% discount off the regular one-time rate of a 4-week plan.  They also receive free shipping (Continental
US).  Specifically, the auto-delivery
terms and cancellation fee are conspicuously displayed at the “Submit My Order”
button, as well as throughout the website. 
After reading this language, customers click to “submit their
order.”  **. and [redacted] each
submitted their order and agreed to the terms and conditions prior to their
purchases.[redacted]
received his first shipment of non-frozen food on January 25, 2017 and his
frozen food on January 25, 2017.  [redacted] contacted our customer service call center, on February 10, 2017, to
cancel his auto-delivery program.   As
outlined in the attachment, [redacted] did, in fact, cancel his program within
14 days of delivery.  [redacted] should
not have been charged any cancellation fee.  We apologize
for this confusion.  In light of this,
[redacted] will be issued a refund for the $99 cancellation fee.  [redacted] should see the credit applied to
his account within 5-7 business days.  A review of
records indicate that [redacted] also cancelled her auto-delivery program on
February 10, 2017.  [redacted] was not
charged any cancellation fee.As we strive
to provide customer satisfaction, we will take corrective action to avoid this
from happening to any other customers.We wish **.
and [redacted] continued success with his weight loss goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M.Corporate
Paralegal

October 10, 2016   Revdex.com Of Metro Washington DC and Eastern Pennsylvania Attn: Ms. Heather Ortiz 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103   Re: [redacted], Case# [redacted]   Dear [redacted],   The complaint submitted by **. [redacted]...

was received in my office on October 3, 2016.   On September 3, 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 regular one-time rate of a 4-week plan with an auto-delivery purchase. Our customers 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 (please see the attached Money Back Guarantee).  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] received her first order on September 8, 2016.   On September 24, 2016 [redacted] was sent the first of three (3) emails indicating her second shipment was being processed for her.  On September 27, 2016 [redacted] was sent an order confirmation email indicating her second shipment was in transit to her.    Nutrisystem has no record of [redacted] contacting Nutrisystem on September 27, 2016.   On September 28, 2016 [redacted] contacted Nutrisystem to cancel the order that was in transit to her and her auto-delivery program due to medical reasons.   [redacted] was provided with the cancellation number [redacted].    The customer service representative was able to cancel the ready to go portion of [redacted]’s shipment, but he was unable to cancel the frozen portion of [redacted]’s shipment as it was already in transit to her.  [redacted] was issued a partial credit in the amount of $178.50 on October 6, 2016 for the ready to go portion of her shipment that was cancelled on September 28, 2016.   The frozen portion of our customer’s orders are non-returnable and refundable.  This information is provided on our website, but in the spirit of good consumer relations Nutrisystem issued [redacted] an additional credit of $156.49 for the frozen portion of her order. [redacted] should see the credit applied to her account within 5-7 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]

September 20, 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 above referenced complaint was received...

in my office on September 8, 2016.   Nutrisystem can only disclose personal information to third parties in limited circumstances in accordance with our Privacy Policy.  Disclosure of personal information is permitted to (1) as necessary we believe that there has been a violation of our site Terms and Conditions, of the law, of the rights of any third party; (2) to respond to judicial process and provide information to law enforcement agencies or in a connection with an investigation on matters related to public safety, as permitted by law, or otherwise as required by law; (3) if our customers give permission to share their account information with other members of their households.     Nutrisystem is not able to directly provide [redacted] or her fiancé with information from a third party’s account.   In the event an individual contacts us about a fraudulent charge on their credit card and the information does not match what we have in our database the individual is directed to contact their banking institution or local law enforcement office.  Nutrisystem would not be able to provide any information to [redacted]’s bank over the telephone.    [redacted]’s bank should be familiar with fraud procedures.   Any correspondence regarding fraudulent charges must be in writing.    [redacted]’s bank is welcome to send the written supporting documentation regarding [redacted]’s alleged fraudulent charges to Nutrisystem for review.   [redacted]’s bank can send the information to me directly via facsimile ###-###-#### and I will ensure it gets the appropriate department for review.   We also suggest that [redacted] contact her local law enforcement agency to complete a fraud report.   If [redacted] has any questions about this, she can contact me directly at ###-###-####, or by email to [redacted]@nutrisystem.com, or she may write me at the address set forth above.   Sincerely,     Donna D[redacted]                                         ...⇄ Corporate Paralegal   Cc: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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 June 3, 2016.   On May 29, 2016 [redacted] purchased the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  Our customer have the option to choose from a pre-selected favorites menu or they can choose to customize the individual food products they receive.   According to Nutrisystem’s records, [redacted] selected the favorites menu when she placed her order online.  With our Auto-Delivery Program, customers receive a 35% discount off the full retail value of a 4-week plan with every auto-delivery purchase. They also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order.  [redacted] submitted her order and agreed to the terms and condition prior to her purchase.   [redacted] received her first order on June 3, 2016.   Nutrisystem records all calls for quality assurance and training purposes and reviewed the call when [redacted] contacted Nutrisystem on June 3, 2016.   The representative that [redacted] did not address her concerns, nor did she give [redacted] option to return or exchange the products she received.  We apologize for the way in which [redacted]’s call was handled.    A supervisor will be contacting [redacted] in the next 2-3 business days to assist her with either the exchange of the products she received or the return of the products.     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 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 on February 22, 2016.
 
According to Nutrisystem’s records, on February 20, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website www.nutrisystem.com. On February 22, 2016 [redacted]’s order was shipped to him.
 
On February 23, 2016, [redacted] contacted Nutrisystem via email, indicating that he was unable to apply the [redacted] gift card to his order and his credit card was charged for the full amount of the order.   [redacted] also indicated he would be unavailable until February 25th or 26th.
 
On February 26, 2016, [redacted] contacted Nutrisystem via telephone indicating that he did not want the order that was delivered to him, his order should have been cancelled.  The Customer Service Representative that [redacted] spoke with informed him that Nutrisystem could send him a label to return the non-frozen food products he received and he would be issued a full refund.    [redacted] questioned the return of the frozen foods and the representative informed him that Nutrisystem could not take the frozen foods back.   Before the representative could tell [redacted] he could keep the frozen products or throw them away, [redacted] became irate, yelling and threatening to contact the Revdex.com and Attorney General’s Office.   Shortly thereafter the phone call was disconnected. Nutrisystem sent [redacted] a return label (at no cost to him) to return the non-frozen food products to Nutrisystem at this time.
 
On March 1, 2016, [redacted] sent Nutrisystem an email indicating that he was going to throw the non-frozen food away unless Nutrisystem sent someone to pick up the package.   Nutrisystem replied to [redacted], indicating someone from [redacted] would pick up the package.   [redacted] was also informed that he was issued a full credit for the order that he received.  
 
Nutrisystem is not able to determine what was said between [redacted] and the representative he spoke with via chat.  Customer service is very important to us.   Nutrisystem does not wish to send unwanted products to its customers via “bait and switch” as [redacted] indicated.   Nutrisystem incurred the full cost of the order that was shipped to [redacted] when the refund was issued to him.  In addition, Nutrisystem incurred shipping and handling charges to ship the order and issue the [redacted] label to him. [redacted] will not be receiving any further shipments or contact from Nutrisystem in the future.
 
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 17, 2016.
 
On February 21, 2016 **. [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchase. You also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program are also posted under the Terms and Conditions on the site (please see attached).  The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page).  **. [redacted] submitted his order and agreed to the terms prior to purchasing.   **. [redacted]’s order was shipped to him on February 22, 2016.
 
On March 16, 2016, **. [redacted] contacted Nutrisystem he wanted cancel his Auto-Delivery Program because he was not satisfied with his weight loss.   **. [redacted] was informed he would be charged a $99 early cancellation fee in accordance with the terms and conditions of the Auto-Delivery program he chose to cancel before accepting and paying for his second order.  **. [redacted]’s Auto-Delivery Program was cancelled and he was charged the $99 cancellation fee. 
 
**. [redacted] did not indicate he had any concerns with sodium or health issues when he called to cancel the program.   All Nutrisystem plans are designed to deliver sodium levels that are in line with dietary recommendations for a healthy population, which are set at =  mg/daily (USDA Dietary Guideliens for Americans 2015-2020).   The normal consumption of food that **. [redacted] provided in his complaint is not correct.   The maximum contribution of any one Nutrisystem entrée would have towards the daily sodium intake is 26%.  Not the 55% **. [redacted] indicated.  In addition, Nutrisystem does not currently offer any plans that include 3 meals + 2 snacks + 2 shakes.   If **. [redacted] was concerned about his sodium intake Nutrisystem counselors are available to work with our customers to customize their plans so that lower sodium meals and grocery food additions are selected.   Nutrisystem could have worked with **. [redacted] to customize his next order so that it was lower in sodium for him.  
 
Nutrisystem has two different policies in place for our customers to get a refund in the event that they are not satisfied with the program.  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.  Nutrisystem also offers a Return Policy in which our customers can return any unopened food item within 30 days of receipt of their order for a full refund, less shipping (I have enclosed copies of these policies for your review). **. [redacted] did not indicate he wanted to return any food when he cancelled his Auto-Delivery program. 
 
We are sorry that **. [redacted] was not satisfied with the program.   In the spirit of good consumer relations Nutrisystem issued **. [redacted] a credit for the $99 cancellation fee.   **. [redacted] should see the credit applied within 5-7 business days.  We wish him 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]
                                        ...⇄ Corporate Paralegal
 
Cc: [redacted]

February 10,
2017Dear Ms.
Ortiz:The
complaint submitted by [redacted] was received in my office on February
9, 2017.On December
29, 2016, [redacted] purchased the Nutrisystem® auto-delivery program at www.nutrisystem.com.  With our auto-delivery program, customers
receive a 35%...

discount off the regular one-time rate of a 4-week plan.  They also receive free shipping (Continental
US).  Specifically, the auto-delivery
terms and cancellation fee are conspicuously displayed at the “Submit My Order”
button, as well as throughout the website. 
After reading this language, customers click to “submit their
order.”  [redacted] submitted his order
and agreed to the terms and conditions prior to his purchase.  Please see attached.[redacted]
received his first shipment of unfrozen food on January 5, 2017, followed by
his first shipment of frozen food on January 11, 2017.   [redacted] contacted our customer service
call center, on January 30, 2017, to cancel his auto-delivery program.                Since
[redacted]’s auto-delivery program was cancelled prior to receiving his second
shipment and outside the money back guarantee, he was appropriately charged the
$99 cancellation fee.  There is no refund
due at this time.                If you have any questions,
please do not hesitate to contact me at ###-###-#### or to my email at [redacted]@nutrisystem.com.   We wish [redacted] continued success with his
weight loss goals.                                     ...⇄ Sincerely,                                   ...⇄                                                                         ...⇄ Jacqueline
M[redacted]                                  �...⇄                                 Corporate
Paralegal

June 4, 2015
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear [redacted],
 
The...

complaint submitted by **. [redacted] was received in my office on June 3, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on March 1, 2015 **. [redacted] enrolled in the NutriSystem Auto-Delivery Program via telephone. With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 2 shipments. Customers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel.  Customers are sent an e-mail reminder or given a telephone call when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  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.   According to Nutrisystem’s records **. [redacted] was explained the terms and conditions of the Auto-Delivery Program.   **. [redacted] was sent her first order on March 4, 2015.
 
**. [redacted] contacted Nutrisystem on multiple occasions and delayed her second order.   **. [redacted] was made aware of the terms and conditions of the Auto-Delivery Program each time she contacted Nutrisystem to delay her order. 
 
Under the terms and conditions of the Auto-Delivery Program that **. [redacted] enrolled in **. [redacted] was required to purchase two (2) orders in order to receive the discounted price that she received on her first order.  As indicated **. [redacted] was informed of these terms when she enrolled in the program and when she delayed her orders.   However, in the spirit of good consumer relations Nutrisystem has cancelled **. [redacted]’s Auto-Delivery Program and waived the $84.99 charge for the discount she received on her first order.   We wish **. [redacted] continued success with her weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

March 4, 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 22, 2016.
 
On January 31, 2016, [redacted] enrolled in the NutriSystem Auto-Delivery Program via telephone.  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).  When our customer’s enroll 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.  If they cancel any time after they receive their second month there is no fee.  [redacted] should have been informed of the terms and conditions when she placed her order.   [redacted]’s order was sent to her on February 1, 2016.  
 
On February 22, 2016, [redacted] contacted Nutrisystem to cancel her auto-delivery program before she received her second shipment.  She was then charged the $99 cancellation fee in accordance with the terms and conditions of her purchase of the 4-week auto-delivery program.   Nutrisystem records all calls for quality assurance and training purposes.  [redacted] did indicate she needed to cancel because of a family issue.   Nutrisystem recognizes that there are extenuating circumstances which could affect our customers and their weight loss program.   We are sorry that the representative that [redacted] spoke with was not sympathetic to her situation.   Nutrisystem has issued [redacted] a credit of $99 in the spirit of good consumer relations.   We wish [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]
                                        ...⇄ Corporate Paralegal
 
Cc: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have been refunded in full.Thank you very much.
Regards,
[redacted]

October 13, 2015
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
[redacted]
[redacted]
[redacted]
*
Re:  [redacted]
*
Dear [redacted]
*
The complaint submitted by [redacted]...

[redacted] was received on September 29, 2015 and has been forwarded to me for response. 
 
On September 14, 2015, [redacted] ordered 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 [redacted] or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call [redacted]  If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery.  Nutrisystem currently offers a Money Back Guarantee to new customers.  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 [redacted] 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.
On September 29, 2015, [redacted] contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery Program.   The Customer Service Representative that spoke with [redacted] erroneously indicated that she would be charged for the discount she received on her first order ($104.60) if she chose to cancel her program before accepting and paying for her second order.   [redacted] later spoke with another representative who informed her that she was eligible for the Money Back Guarantee since it was her first order. [redacted] was issued a full refund in the amount of $339.99 on September 25, 2015.  We apologize for the incorrect information that was provided to [redacted] and we wish her continued success with her 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] or you may write me at the address set forth above.
 
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
[redacted]

October 18, 2016 Revdex.com Of Metro Washington DC and Eastern Pennsylvania Att:  [redacted] 1411 K Street NW, 10th floor Washington, DC  20005-3404 Re: [redacted] #[redacted] Dear [redacted]: The complaint submitted by [redacted] was received on October 17,...

2016. On October 9, 2015, [redacted] enrolled in the NutriSystem Auto-Delivery Program.    He received his first shipment on October 12, 2015; his second shipment on November 3, 2015; and his third shipment on December 2, 2015.  For each of these shipments, [redacted] received an email advising him that his next shipment would begin processing, while providing him with a 4-day opportunity to edit, delay or cancel that shipment.   On December 4, 2015, [redacted] called into cancel after receiving his third shipment and stated that he did not want it. A [redacted] return label was sent to [redacted] to return his food, so a refund could then be processed.    There was no record showing that [redacted]’s food was received in our warehouse. The return shipping label continued to show as “pending” in our system, even after March 2, 2016 and August 29, 2016 when [redacted] called inquiring about his refund. After some research, it was found to be a tracking “glitch” within our shipping system. The package was received back in the warehouse on December 14, 2015.  Our customer service team member reached out to [redacted] yesterday, apologized for the inconvenience, and credited his account in full for his third shipment, while waiving the return shipping fee, in light of his inconvenience. If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.  Sincerely,  Denise B[redacted] Vice President, Legal & Corporate Compliance

April 27, 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 January 19, 2016 Ms. [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 (please see the attached Money Back Guarantee).  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 January 21, 2016.
 
On February 8, 2016 Ms. [redacted] contacted Nutrisystem and cancelled her auto-delivery program before she received her second shipment.  Ms. [redacted] did not indicate she was not satisfied with the program and she did not indicate she wanted to return any of the food products she received.   Ms. [redacted]’s auto-delivery program was cancelled and she was 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 Ms. [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 Ms. [redacted].  Ms. [redacted] should see the credit applied to her account within 3-5 business days depending on her financial institution.   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]

September 13, 2017Dear [redacted]On July 18, 2017, [redacted] purchased the
Nutrisystem® auto-delivery program through the customer call center.[redacted] received her first auto-delivery shipment of
non-frozen food on July 22, 2017, followed by her first auto-delivery shipment
of frozen...

food on July 27, 2017.   Our
records indicate that [redacted] then requested to transfer from our
auto-delivery program to our A La Carte program.  [redacted] placed an order on-line on August
5, 2017, for which she received on August 9, 2017.  There was a second order placed on-line, for
which [redacted] received on August 29, 2017. 
There was a third order placed on-line on August 29, 2017, for which Ms.
Lovett received on September 2, 2017. 
[redacted] received email order confirmations for each of the above
orders.[redacted] subsequently cancelled her A La Carte program on
September 2, 2017.  If the package Ms.
Lovett is referring to as the unwanted delivery which she received on September
2, 2017, [redacted] will need to contact [redacted] to have this package returned to
us for a refund.  She may use the return
shipment label as provided, or [redacted] may contact our customer call center
to request an additional label.It should be noted that the refund to be issued will be in
accordance with our Cancellation policy, whereby [redacted] may return any
unopened Nutrisystem non-frozen food items for refund (less shipping).  Therefore, [redacted] must return unwanted
food items no later than October 2, 2017.Thank you.                                      ...⇄ Sincerely                                   �...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal