Nutrisystem, Inc.

April 27, 2016
 
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Attn: Ms. [redacted]
 
Re: [redacted], ID [redacted]
      
Dear Ms. [redacted],
 
The...

complaint submitted by Mr. [redacted] was received on April 10, 2016.
 
According to Nutrisystem’s records, on February 11, 2016 Mr. [redacted] enrolled in the NutriSystem Auto-Delivery Program through our website www.nutrisystem.com.  Mr. [redacted] purchased both ready to go products and frozen products.   The ready to go products are shipped separately from the frozen products.   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.  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 throughout the website.  The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached pages).  Mr. [redacted] was sent his first ready to go shipment on February 12, 2016 and his first frozen shipment on February 15, 2016.
 
Mr. [redacted] delayed his second shipment and was sent an email indicating his second shipment was processing March 11, 2016.
 
On March 16, 2016, Mr. [redacted] was sent his second shipment of ready to go products.  They were delivered to him on March 18, 2016.  
 
On March 21, 2016, Mr. [redacted] was sent his second shipment of frozen products.   According to [redacted] delivery records, Mr. [redacted]’s frozen order was delayed due to weather conditions and it was not delivered to him until March 28, 2016.
 
Mr. [redacted] contacted Nutrisystem on March 28, 2016 indicating his frozen products were melted.   Nutrisystem reshipped the frozen products to Mr. [redacted] (at no charge to him) on April 4, 2016 and they were delivered to him on April 7, 2016.
 
On April 11, 2016, Mr. [redacted] contacted Nutrisystem and cancelled his Auto-Delivery program.
 
We are sorry that Mr. [redacted] was not satisfied with the orders he received.   Nutrisystem customers can contact us via telephone to speak to a representative Monday through Saturday from 7am to midnight if they have any issues with their account.   Nutrisystem customers can also email us with if they have any issues 24 hours a day.   Unfortunately, Nutrisystem cannot do anything about shipping delays due to weather conditions.   As indicated above, Mr. [redacted] was shipped a new frozen order to replace the melted frozen order he received at no cost to him.  We wish Mr. [redacted] continued success with his weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: Denise B[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  This is pointless. They obviously have no interest in providing service recovery - a staple in any retail/consumer product industry. I don't have time for this, nor do I want to continue dealing with their terrible food and terrible service. Thank you. 
Regards,
[redacted]

March 9, 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 in my office on April 25, 2016.
 
After reviewing Ms. [redacted]’s complaint I contacted our Customer Service Department to determine if they had a listing for Ms. [redacted] or her email address [email protected].   According to Nutrisystem’s records, Ms. [redacted] provided personal information on the Nutrisystem website on January 4, 2016 in order to receive feedback from Nutrisystem regarding, for example, her BMI.   The website then created a profile (data record) for Ms. [redacted].   Ms. [redacted] visited the Nutrisystem website on more than one occasion and requested feedback from Nutrisystem, and multiple data records or profiles were created for her.  This prompted Nutrisystem to add Ms. [redacted]’s email address to its marketing list. 
 
Nutrisystem received one email from Ms. [redacted] dated April 1, 2016 requesting that she be removed from the Nutrisystem database.  Ms. [redacted]’s email was reviewed by Nutrisystem on April 2, 2016 and her email address was added to the Nutrisystem Do Not Email list on April 8, 2016.   We ask that our customers allow 7-10 business days to go through our internal systems and update accordingly.   Ms. [redacted] should not be receiving any further emails from Nutrisystem at this time.   We apologize to Ms. [redacted] for any inconvenience the receipt of these emails has caused her and we wish her all the best.
 
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]

January 20,
2017Dear [redacted]:The
complaint submitted by [redacted] was received in my office on January 17,
2017.  [redacted]
has been a customer of Nutrisystem® since January 2015.  [redacted] submitted her latest a la carte
order on November 27, 2016.  Included in
that...

order, [redacted] ordered nine (9) Refreshing Coffee Shakes.  [redacted]’s order was delivered to her on
December 1, 2016.  The packing slip
indicated that seven of the coffee shakes were replaced with seven Vanilla
Turbo Shakes.[redacted]
contacted our customer call center on December 12, 2016.  [redacted] was advised that the substitution
resulted from the elimination coffee shakes from our inventory.  As [redacted] was not satisfied with the
vanilla shakes, the service representative advised that [redacted] could return
the unused shakes for a refund.    As a
customer courtesy, a [redacted] return label was issued at no cost to [redacted].  Upon return of the unused shakes,
[redacted] was advised that a full credit for the vanilla shakes would be
issued.[redacted]
has stated that she took the package to the post office on December 13,
2016.  We do not, however, have record of
the return label being scanned for tracking purposes.  Since the label provided to [redacted] was not
used, we have no way of tracking the package back to our warehouse.  However, as we strive for customer
satisfaction, we will issue a refund for the cost of the vanilla shakes.We wish [redacted] continued success with her weight loss goals.If I can be
of further assistance, please do not hesitate to contact me at ###-###-#### or
to my email @ [redacted]@nutrisystem.com.Thank you.Sincerely,Jacqueline
M[redacted]Corporate
Paralegal

Please see attached.

March 30, 2017Dear [redacted]:The complaint submitted by [redacted] was received in
my office on March 6, 2017.On December 22, 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 his order and agreed to the terms and
conditions.  Please see attached.  [redacted] received his first auto-delivery shipment of food
on January 4, 2017.  After delaying his
second shipment of food, [redacted] subsequently cancelled his program on March 6,
2017.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 the above policy, NutriSystem attempted
to charge the cancellation fee to [redacted]’s account without success.  [redacted] has not been charged any
cancellation fee.All calls are recorded for quality assurance and training
purposes.  We were able to retrieve and
review [redacted]’s call with customer service. 
Our call center personnel receive extensive training, not only on the
NutriSystem products and services, but on customer relations as well.  As we strive to provide excellent customer
service, please be assured, when any customer engagement does not meet our
standards, corrective action is taken. We wish [redacted] continued success with her weight loss
goals.                                     ...⇄ Sincerely,Jacqueline M.Corporate Paralegal

May 10, 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 29, 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).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program have always been posted throughout the website (please see the attached page). However in response to customer complaints and inquiries Nutrisystem has added additional language and information throughout the website to make it clearer to our customers that they are choosing the Auto-Delivery program and agreeing to the terms and conditions of the program, including the $99 cancellation charge before they make their purchase.   Specifically, the auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page) and if the customer clicks on the Auto-Delivery option the benefits of auto-delivery as well as the cancellation fee are clearly stated (please see the attached page).  **. [redacted] submitted her order and agreed to the terms and condition prior to her purchase.   **. [redacted]’s order was shipped to her on March 5, 2016.
 
**. [redacted] emailed Nutrisystem to cancel her order on March 4, 2016.   **. [redacted]’s email was not reviewed until March 6, 2016 (after her first order had already been shipped to her).  Nutrisystem was unable to stop the order that was shipped to **. [redacted] and **. [redacted] was provided with a telephone number to contact if she wished to return the product for a refund.
 
**. [redacted] did not contact Nutrisystem via telephone to request the return of the order, rather she requested via email that her auto-delivery program be cancelled.   **. [redacted] was informed via email that she would be charged a $99 cancellation fee if she chose to cancel her auto-delivery program before accepting and paying for her second order.   **. [redacted] indicated she wanted her orders cancelled and she was charged the $99 cancellation fee. 
 
**. [redacted] responded to the email confirming the cancellation of her order.  She indicated she was not satisfied with the food products, alleged the products made her ill and demanded a full refund for the order she received and a refund of the $99 cancellation fee.
 
Nutrisystem takes food complaints and allegations of illness very seriously.  Since **. [redacted] indicated the food made her ill Nutrisystem responded requesting that **. [redacted] contact Nutrisystem via telephone to provide details regarding her illness.  **. [redacted] has repeatedly refused to contact Nutrisystem via telephone.       
 
In order for Nutrisystem to investigate **. [redacted]’s complaint Nutrisystem will need additional information from **. [redacted] regarding the product she consumed including the lot number of the product, the date on the product and other information.  Nutrisystem attempted to contact **. [redacted] via telephone, but has been unable to do so.  Please ask **. [redacted] to contact Nutrisystem at ###-###-#### to speak to one of our counselors.   The counselor will ask **. [redacted] some questions and provide her with a return label to return the food products for a 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]

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 on June 1, 2015 and has been forwarded to me for response.
 
After reviewing **. [redacted]’ complaint I contacted our Customer Service Department to determine if they had a listing for **. [redacted] or his email address [redacted].com.   According to Nutrisystem’s records, **. [redacted] created a profile on Nutrisystem’s website using the above referenced email address on May 7, 2015 at 5:18pm.    This prompted Nutrisystem to begin sending marketing emails to **. [redacted] “on an established business relationship” under current Telemarketing Rules.   However, any request to unsubscribe from a customer is handled immediately, but it usually takes 7-10 day to go through our internal systems and update accordingly.  Nutrisystem customers’ are informed of the time it takes to be removed via a reply email once they unsubscribe from the site.
 
Nutrisystem has no record of **. [redacted] opting out of emails from Nutrisystem.  Nor does Nutrisystem have a record of **. [redacted] contacting Nutrisystem via telephone or email to request that Nutrisystem remove him from its email list.  Since receiving **. [redacted]’ complaint Nutrisystem has put **. [redacted] and his email address on its “Do Not Email” list.   We ask that **. [redacted] allow 7-10 business days for our internal systems to update accordingly.  
 
We apologize to **. [redacted] for any inconvenience this has caused him, please be assured that he will not be receiving any further emails from Nutrisystem.
 
If you have any further questions, 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]

November 8, 2017Dear [redacted]:The complaint submitted by [redacted] was received in
my office on November 1, 2017.On October 11, 2017, [redacted] purchased the Nutrisystem®  Women’s auto-delivery program at www.nutrisystem.com.   With the 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.  After receiving an email order confirmation on October 11,
2017 and email shipment notification, [redacted]’s first auto-delivery shipment
of frozen and non-frozen food was delivered, by [redacted], on October 19,
2017.  [redacted] contacted our customer call center on October 20,
2017 at 3:43 p.m. stating that there were items missing from her order.  Our customer service representative discussed
the items missing and arranged for the replacement of such items, which
included eight breakfast, six lunches, three dinners and twelve snacks.  These items were delivered to [redacted] on
November 1, 2017 at 1:48 p.m.On October 25, 2017, [redacted] contacted our customer call
center at 4:36 p.m. to report that her first auto-delivery frozen shipment of
food was delivered to her apartment complex office, for which it was placed in
a closet.  This shipment of food
represented the missing items from her original order.  Once again a customer service representative
arranged to have a replacement shipment of frozen food items delivered to her,
and put further directions to deliver the replacement shipment directly to Ms.
Hewitt’s apartment number only.As all calls are recorded for quality assurance and training
purposes, please be advised that the calls mentioned above and forthcoming have
all been reviewed.  Thus far, the above
calls were handled appropriately and without judgment.   Followed by the above call on October 25, 2017, [redacted]
then called the customer call center at 4:45 p.m. to complain about the
previous call and the customer service representative.  She began to speak and then stated “never
mind” and ended the call.[redacted] contacted the customer call center a third time on
October 25, 2017 at 4:47 p.m., whereby [redacted] asked to speak to a
supervisor.  [redacted] refused to
provide account information, as is required by Nutrisystem representatives to
gather prior to referring any customer to a supervisor.   This is to ensure that a supervisor has the
profile account at his/her ready upon assisting with customer calls.   This request escalated to foul language used
by customer.  This call was transferred
to a supervisor.[redacted] was
transferred to a supervisor at 4:53 p.m. whereby [redacted] did not express any
customer service complaint.  [redacted]
was advised that the shipment for replacement order was submitted during her
first call to our customer call center held at 4:36 p.m.  This replacement shipment of frozen food was
delivered to [redacted] on November 1, 2017.Subsequently, [redacted] called the customer call center to
cancel her auto-delivery program on November 1, 2017.  In accordance with our Money Back Guarantee
and cancellation policy, [redacted] was advised that since she cancelled her
auto-delivery program outside the Money Back Guarantee and before accepting a
second shipment of food, [redacted] was advised that she would be charged a
$125 cancellation fee.  [redacted] hung
up on this customer representative, and again placed another call to customer
service a few minutes later.  Ms.
Hewitt’s auto-delivery was cancelled, and [redacted] was appropriately charged
the $125 cancellation fee.As noted above, please be advised all of the above noted
calls have been reviewed and found each of the customer service representatives
handled each call in a professional manner and in compliance with Nutrisystem
policy and procedure.Thank you.                                      ...⇄ Sincerely,                                                                        ...⇄ Jacqueline
M                                       �...⇄ Corporate
Paralegal

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

was received in my office on October 11, 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 September 11, 2016 **. [redacted] and his wife purchased the NutriSystem Auto-Delivery Program via telephone.  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. Our customers also receive free shipping (Continental US only). 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.  Nutrisystem representatives are required to provide this information to all of our customers when they place their orders via telephone.   The terms and conditions of the auto-delivery program are also posted throughout the website (please see the attached page).  **. [redacted] and his wife should have been provided this information via telephone when they placed their orders.   **. and [redacted] received their first orders on September 15, 2016.   On October 9, 2016 **. and [redacted] contacted Nutrisystem to cancel their auto-delivery programs.   **. and [redacted] were informed that they would be charged $99 if they chose not to accept and pay for their second shipment under the terms of the auto-delivery program.   **. and [redacted]’s auto-delivery programs were cancelled and they were each charged the $99 cancellation fee in accordance with the terms and conditions of the auto-delivery program.   Nutrisystem records all calls for quality assurance and training purposes and reviewed the call when **. and [redacted] placed their orders.   **. and [redacted] were not properly informed of the terms and conditions of the auto-delivery program.    We apologize that **. and [redacted] were not properly informed regarding the program.    A refund of $99 was issued to both **. and [redacted] on October 18, 2016.  **. and [redacted] should see the credit applied to their accounts in 5-7 business days depending on their financial institution.   We wish **. and [redacted] continued success with their 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, 2018Dear [redacted]:The complaint submitted by [redacted] was received in
my office on January 17, 2018.On January 2, 2018, **. 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 our website. 
Customers click to submit their order.  
**. and [redacted] submitted their orders 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.**. and [redacted] received their first auto-delivery
shipments of food on January 9, 2018. Mr. and [redacted] subsequently
cancelled their auto-delivery programs on January 14, 2018.Since **. and [redacted] cancelled within the Money Back
Guarantee, each were provided a return shipping label to return any unopened
non-frozen food items.  In accordance
with our Money Back Guarantee, upon receipt of these food items, Nutrisystem
will issue **. and [redacted] full refunds, less $19.99 shipping.  The expiration for the return shipping label
is February 13 2018.   Additionally, in
accordance with the Money Back Guarantee, **. and [redacted] was not charged and
will not be charged any cancellation fees.We wish **. and [redacted] continued success with their
weight loss goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

March 24, 2017Dear [redacted]:The complaint submitted by [redacted] was received
in my office on March 23, 2017.On March 2, 2017, [redacted] purchased the NutriSystem®
auto-delivery program at www.nutrisystem.com.   [redacted] contacted our customer service
call center to cancel...

her auto-delivery program on March 6, 2017.   Since [redacted]’s shipment was already in
progress, she received her shipment of non-frozen food on March 9, 2017.  The shipment of frozen food was cancelled.In order to receive a full refund, less return shipping, under
our Money Back Guarantee, [redacted] is required to return the  unused portion of non-frozen food.  Through [redacted]’s complaint, she has
expressed concern that she has not yet received a return shipping label from
Nutrisystem.Please be advised that a return shipping label has been
issued and emailed to [redacted] on March 23, 2017.  As a customer courtesy, the shipping charge
has been waived.  Upon receipt of food, a
full refund will be credited to [redacted].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 her weight loss
goals.                                     ...⇄ Sincerely,                                   ...⇄                                 Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

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] was received on February 2, 2016.
 
On January 29, 2016, [redacted] purchased a Nutrisystem Success a La Carte Subscription for 3 months for $34.99.  With the Success a La Carte Subscription our customers receive a 20% discount and free shipping on their A La Carte purchases.  [redacted] also placed an order on January 29, 2016 with his subscription and received 20% off and free shipping on the order.  
 
On February 1, 2016, [redacted] contacted Nutrisystem to cancel the order that he placed on January 29, 2016.   [redacted]’ order was in the process of being shipped to him that same day and [redacted] was informed that Nutrisystem was unable to cancel the order. [redacted] was informed that he would have to return the order for a refund.  
 
We are sorry that [redacted] was not satisfied with the program and for the disconnected call.  According to Nutrisystem’s records, [redacted] was issued a return label at a cost of $19.99, but he has not returned the food products yet.   When [redacted] returns the food products, Nutrisystem will issue [redacted] a refund for the products he received as well as the subscription fee of $34.99.  We wish [redacted] continued success with his weight loss goals. 
 
If you have any further questions, please do not hesitate to contact me at 215-706-5321, 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 18, 2017Dear [redacted]:The complaint submitted by [redacted] was received in
my office on April 17, 2017.On February 11, 2017, [redacted] purchased the NutriSystem® auto-delivery
program at www.nutrisystem.com.   [redacted] received her first shipment of
non-frozen food on...

March 2, 2017, followed by her shipment of frozen food on
March 3, 2017.Typically, the Nutrisystem® plan consists of food packages
containing a four-week meal plan consisting of breakfasts, lunches, dinners, snacks
and flex meal plan recipes and guidebooks, which they supplement with fresh
fruits, vegetables, lean protein and low-fat dairy.  Customers are able to enjoy one flex lunch
and one flex dinner on their own each week using the tools that Nutrisystem provides
for consuming their flex meals. 
Additionally, all plans include counseling options from trained weight
loss counselors, registered dietitians and certified diabetes educators, at no
extra cost, with further support provided through our digital tools.While the individual Nutrisystem® meals and snacks vary in
their sodium content, all of the Nutrisystem® programs fall within the United
States Department of Agriculture’s (USDA’s) recommendation for the general
adult population—2,300 milligrams or less of sodium daily. Considering that
USDA reports indicate that the average American eats about 3,300 mg of sodium a
day, Nutrisystem is a great way to cut sodium while you lose weight. If a
customer needs (or wants) to reduce their sodium intake even further, all a
customer need to do is call one of our counselors at ###-###-####. They are
happy to help customers customize an even lower sodium plan of 1,500 mg of
sodium a day.   Alternatively, when
ordering online, our website includes a filter to search the lower sodium
choices. We are sorry to lose [redacted] as a customer and apologize
for any difficulty she had contacting our customer service call center.  Although all attempts are made to have
adequate coverage in our customer call center, there are peak hours whereby our
customers may experience a longer waiting period.  All calls are answered in the manner for
which they are received.Please be advised that a customer call center representative
attempted to contact [redacted], by telephone, yesterday and again today without
success.  An email was also forwarded to
[redacted] advising that we have cancelled her auto-delivery program and have
waived any cancellation fee.    [redacted] will receive no further shipments of food.We hope this matter is now resolved.  We wish [redacted] continued success with her
weight loss goals.Sincerely,Jacqueline
M[redacted]Corporate
Paralegal

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] was received on February 3, 2016.
 
On January 12, 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 February 13, 2016.
 
We are sorry to hear that [redacted] was not satisfied with the Turbo 10 product.   Nutrisystem offers a 14 day money back guarantee in the event our customers are not satisfied with the products they received.  Please see attached.  [redacted] did not contact Nutrisystem within the 14 day Money Back Guarantee period to return his first order. He then called and cancelled his auto-delivery program before he received his second shipment and was then charged the $99 early cancellation fee in accordance with the terms and conditions of his 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 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]
                                        ...⇄ Corporate Paralegal
 
Cc: [redacted]

April 25, 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], [redacted], ID [redacted]
 
Dear Ms. [redacted],
 
The complaint submitted by Mr. [redacted]...

[redacted] was received on April 11, 2016
 
On March 22, 2016 Mr. [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a 35% discount off the full retail value of a 4-week plan with every auto-delivery purchase. The Full Retail Value along with the discounted Auto-Delivery Program price is posted on our website (please see the attached pages). 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 pages). 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).  Mr. [redacted] submitted his order and agreed to the terms and condition prior to his purchase.   Mr. [redacted]’ order was shipped to him on March 24, 2016.
 
Mr. [redacted] contacted Nutrisystem on April 9, 2016 requesting the cancellation of his Auto-Delivery program.  Nutrisystem does not show that he requested to return anything or obtain a refund under the Money Back Guarantee.   Mr. [redacted] Auto-Delivery program was cancelled and he was then charged the $99 cancellation fee in accordance with the terms and conditions of his purchase of the 4-week auto-delivery program. Mr. [redacted] was properly charged the $99 cancellation fee.   However, if Mr. [redacted] is dissatisfied with the program, he is still within the 30 day return period (Mr. [redacted] order was delivered on March 26, 2016).  If he would like to return the ready to go food products from his order, please have him contact the customer service department at ###-###-####.   If Mr. [redacted] returns the unused food products from his first order, Nutrisystem will issue him a refund for the return products and the $99 cancellation fee.  
 
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]

May 10, 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 Mrs. [redacted]...

[redacted] was received on April 25, 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 1, 2016 Mrs. [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).  Mrs. [redacted] submitted her order and agreed to the terms and condition prior to her purchase.   Mrs. [redacted]’s order was shipped to her on April 5, 2016.
 
Mrs. [redacted] contacted Nutrisystem on April 20, 2016 (less than 14 days after the delivery of his first order, but prior to paying for his second consecutive 4 week order) requesting the cancellation of his Auto-Delivery program. Mrs. [redacted] was informed that she was within the 14 day Money Back Guarantee and could return the food for a full refund (less shipping).   Mrs. [redacted] was informed that she would be charged $99 if she didn’t return the food for a refund.   Mrs. [redacted] indicated that her and her husband lost most of the weight they wanted to lose on their first month so there would be no reason for her to return any portion of the food.  Mrs. [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.  Mrs. [redacted] is not due a refund.   We wish Mrs. [redacted] all the best.    
 
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]

March 1, 2017Dear [redacted]:The complaint submitted by [redacted], on
behalf of herself and [redacted], was received in my office on February
24, 2017.On January 21, 2017, [redacted] and [redacted] each
purchased the Nutrisystem® auto-delivery program at...

www.nutrisystem.com.   [redacted]
received her first shipment of non-frozen and frozen food on January 27, 2017.
[redacted] also received his shipment of non-frozen food that same day.   Although it is typical for customer shipments
of frozen and non-frozen foods to arrive in separate deliveries, [redacted]’
frozen delivery was further delayed due extenuating circumstances.[redacted] and [redacted] each cancelled their auto-delivery
program on February 2, 2017.    As a customer courtesy, [redacted] was
informed by our customer service representative that the cancellation fees and
return shipping costs would be waived. 
However, our records indicate a full refund was issued, less the return
shipping fees of $19.99 each.We apologize for the confusion.  Please be advised that a refund of $19.99
will be issued for [redacted] and [redacted] each, for a total amount of
$39.98.  [redacted] and [redacted]
should see the credits applied to their account(s) within 5-7 business days.We wish [redacted] and [redacted] continued success
with their 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]  [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]/[redacted], ID [redacted]
 
Dear [redacted],
 
The complaint submitted by **....

and [redacted] was received on March 31, 2016.
 
On March 3, 2016 **. [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a 35% discount off the full retail value of a 4-week plan with every auto-delivery purchase. They also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program are posted throughout the website. **. [redacted] submitted his order and agreed to the terms and condition prior to his purchase.   **. [redacted]’s order was shipped to him on March 7, 2016.
 
Our customers are sent their next order on the Auto-Delivery program in less than 28 days so that they do not run out of food products while participating in the program.   Our customers are given notice via email or telephone prior to their orders being sent to them. On March 24, 2016 **. [redacted] was sent the first of multiple emails indicating his second order was being processed for him (please see the sample email attached).   The email indicated that **. [redacted] had up until 6 p.m. EST on 4/26/16 to make changes to his order.   **. [redacted] did not make any changes or delay his order and he was subsequently sent an email on March 27, 2016 indicating his order had shipped
 
We apologize for the wait time that **. [redacted] experienced.  As with all customer service departments, there will be times when the call volume is higher or lower.  When the call volume is higher, our customers may wait a little longer to reach a representative.  
 
Regarding **. [redacted]’s order, he was given multiple notices regarding his order being processed and shipped.  He did not make any changes regarding the shipping date and he was sent the order in good faith.   However, in the spirt of good consumer relations Nutrisystem will issue **. [redacted] a return label (at no cost to him) to return the order that he did not want.   **. [redacted] will be contacted by Nutrisystem within 2-3 business days with the return label.  
 
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]