Nutrisystem, Inc.

[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 was finally issued a full refund on March 16th according to my [redacted] account.  
Regards,
[redacted]

As previously advised, the money back guarantee does provide a full refund, less return shipping, to customers who cancel within 14 days and upon return of remaining non-frozen food.  This guarantee is good on new 4-week plans, first order only.  Limit one per customer.    [redacted] did receive a full refund, less shipping, on a program purchased on July 22, 2016 and then subsequently cancelled on July 27, 2016.   The money back guarantee with full refund did not apply on [redacted]’s order on January 2, 2017, as it was a second order and [redacted] had reached her “limit of one per customer.”     Thank you.

[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.  Even thou there was no e-mail sent as indicated notifying me in advance of the 2nd order. It showed up without notice.
Thank You for your assistance and
Best Regards,
[redacted]

November 1, 2016   Revdex.com of Metro Washington DC and Eastern Pennsylvania Attn: [redacted] 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103   Re:  [redacted] Case#[redacted]   Dear [redacted],   The complaint submitted by [redacted]...

[redacted] was received on October 30, 2016.    On October 9, 2016, [redacted] signed up for auto delivery online at www.nutrisystem.com . [redacted] called and cancelled the order.   On October 23, 2016 [redacted] signed up again for auto-delivery online and called later that same day and cancelled her order. Our representative processed the request to cancel, however the order still shipped.               [redacted]’s account doesn’t show that she called to report any illness or any calls regarding her order after she cancelled on October 23, 2016. [redacted]’ is still within our 14 day money back guarantee, therefore a refund was processed.  [redacted] should see a credit to her payment method post within 3-5 business days.  [redacted] may discard any products that she has.   If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.   Sincerely,              Denise B[redacted] Vice President, Legal and Corporate Compliance   Tell us why here...

[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:Nutrisystem's response is nonsense. The issue has nothing to do with the automatic refill/rebilling.  There is no [redacted], there is a [redacted].  Different name, different address, recipient of an order made on line by MYSELF using MY credit card.  They REFUSED to let the owner of the credit card, the sole authorized user of the credit card, to cancel the continuatuon of the order.  They REFUSED and told me they WOULD commit fraud and bill MY card without MY authorization.  Prior to [redacted] calling them, I was forced to cancel my credit card so that nutrisystem could not commit premeditated theft of funds.  This was never [redacted]'s order, or her billing info, it was mine, she was simply the recipient.Nutrisystem's response was totally unacceptable and I stand by my complaint of billing fraud. 
Regards,
[redacted]

May 26, 2016Dear [redacted],We respectively disagree with [redacted]'s response. Nutrisystem has made every effort to resolve this matter with [redacted]. Several Customer Service Representatives and the Manager of the Customer Service Department have attempted to contact [redacted] via telephone and via email. The Manager of the Customer Service Department emailed [redacted] most recently on May 18, 2016. Please see below:In addition, Nutrisystem sent [redacted] a return label on two occasions via email to return the product she received. However, [redacted] has not responded, nor has she returned any food product.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

February 2, 2016
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear [redacted],
 
The...

complaint submitted by [redacted] was received in my office on January 25, 2016.
 
Nutrisystem 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 ###-###-####. 
 
According to Nutrisystem’s records [redacted] contacted Nutrisystem via email on January 22, 2016, requesting to delay her second order.   Nutrisystem responded to [redacted], indicating that the second order that was pending was cancelled and her next order was delayed until February 19, 2016. [redacted] was informed to contact Nutrisystem if she wanted to adjust the next shipping date. 
 
On January 24, 2016, [redacted] contacted Nutrisystem via email indicating she was not satisfied with the representatives she spoke with via telephone.   [redacted] indicated she contacted Nutrisystem multiple times to delay her order, but was unable to do so.   Nutrisystem responded that her second order was delayed as requested on January 22, 2016.    [redacted] was informed to contact Nutrisystem again if she wanted to change the date of her next order or cancel her program.
 
On January 26, 2016, [redacted] contacted Nutrisystem again, via email.  [redacted] indicated she wanted to cancel the Auto-Delivery program.   Nutrisystem responded and provided [redacted] with the cancellation policy.  [redacted] was asked to contact the customer service department to confirm whether or not she wanted to cancel her auto-delivery program.
 
Nutrisystem does not show that [redacted] contacted Nutrisystem until January 29, 2016 via telephone.  On January 29, 2016, [redacted] contacted Nutrisystem via telephone to request the cancellation of her auto-delivery program.  [redacted]’s auto-delivery program was cancelled and the fee associated with the cancellation was waived.  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]

[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:  Again I do not believe that they were clear about the need to order 2 shipments.  I have looked at several reviews of your products, and I see that this has happened to several people.  If you have a product that you stand behind, you would not need to use these unscrupulous practices.  I may look into legal avenues if this is not cleared up.  I did not sign anything about the need to order to shipments, only the email you sent me that I had to click on to find this requirement.  With all of the people that this has happened to, I believe it may lead to a class action suit.    It may work for the legal requirement but it is still not good practice.
Regards,
[redacted]

According to Nutrisystem's records, please be advised we do not have any customer profile for [redacted]Based on the information that [redacted] has provided, it appears that he has received these emails from a third party which contains some type of Nutrisystem promotional offer.Nutrisystem...

takes spam emails and the sending of them very seriously. Nutrisystem is unable to determine the origin of the emails from [redacted]'s complaint. If [redacted] could forward the actual emails to me, we would be in a better position to determine who is sending them. In the meantime, Nutrisystem has placed [redacted] on its own "Do Not Email," "Do Not Call,” and "Do Not Mai” lists.Thank you.Sincerely,Jacqueline M[redacted]

April 13, 2017Revdex.comof Metro Washington DC & Eastern PennsylvaniaAttention:  [redacted]1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA  19103 Re:  [redacted] (ID #[redacted]) Dear [redacted]: The complaint submitted by...

[redacted] was received in my office on April 4, 2017. On February 8, 2016, [redacted] purchased the NutriSystem® auto-delivery program at www.nutrisystem.com.   [redacted] continued on the program through December 2016, at which time [redacted] delayed her next auto-delivery shipment to March 31, 2017. On March 27, 2017, [redacted] received an email request to make any changes to her order, followed by an order confirmation on March 30, 2017.  On April 3, 2017 at 9:16 a.m., [redacted] received notice that her order had been shipped. Later that day at 5:03 p.m., [redacted] contacted customer call center to cancel her auto-delivery program.   During this conversation, [redacted] advised that she had a change in address.   Since [redacted]’s shipment was already in progress, her shipment of food was delivered on April 4, 2017.   The non-frozen food was returned.   Due to the perishable nature, frozen food is not returnable or refundable. On April 13, 2017, please be advised that [redacted] was issued a refund for the non-frozen food (less shipping), in the amount of $217.37.  No further refund is due. We wish [redacted] continued success with her weight loss goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline M[redacted]                                  �...⇄ Corporate Paralegal

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

[redacted] was received on February 8, 2015.
 
On January 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 throughout the website.  The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page).  [redacted] submitted her order and agreed to the terms prior to purchasing.   [redacted]’s order was shipped to her on January 25, 2016.
 
On February 7, 2016, [redacted] contacted Nutrisystem about cancelling her program due to finances.   [redacted] was informed that she would be charged $99.00 if she chose to cancel before accepting any paying for her second order.   [redacted] indicated that she would think about it and call back. [redacted] did not indicate she wanted to return any of the unused food products at this time.
 
[redacted] is still eligible to return the unused food products that she has under the 30 day return policy (please see attached).   In order to return the products and obtain a refund she must contact Nutrisystem at ###-###-#### on or before February 26, 2016.    Since [redacted] indicated she was not satisfied with the program, Nutrisystem has cancelled her auto-delivery program and waived the $99 cancellation fee in the spirit of good consumer relations.   We wish [redacted] continued success with her weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: [redacted]

January 26, 2015
0in 0pt">
Revdex.com of
Metro WashingtonDC and Eastern Pennsylvania
Attn: Ms. [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA19103
Re:  [redacted], ID [redacted]
Dear Ms. [redacted],
The complaint filed by Ms. [redacted] on January 10, 2015 was received in my office on January 13, 2015 and has been forwarded to me for response. 
According to Nutrisystem’s records, Ms. [redacted] enrolled online in the Nutrisystem® Program for Women with Auto-Delivery on January 5, 2015.  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. The Program that Ms. [redacted] purchased should have included 21 Dinners, 21 Lunches, 21 Breakfast items and 21 Snack items.  The Nutrisystem Fast 5™ kit should also have been included with her order.  Ms. [redacted] was shipped her first order on January 7, 2015. 
On January 10, 2015 Ms. [redacted] went online and delayed her next Auto-Delivery order until February 2, 2015. 
On January 12, 2015, a Nutrisystem Representative responded to a post that Ms. [redacted] made on [redacted] indicating that she did not receive the products she ordered.   The Customer Representative shipped a new order to Ms. [redacted] on January 12, 2015 at no cost to Ms. [redacted].  In addition, the Customer Representative applied a $50.00 coupon to Ms. [redacted]’s account to be used for her next order which is due to be shipped to her on February 2, 2015.  We believe any issues with Ms. [redacted]’s order have been resolved and we wish her continued success with the Nutrisystem® program.
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.
Sincerely,
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
Cc: [redacted]

September 29, 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 September 14, 2015 and has been forwarded to me for response.
 
[redacted]’s order (including frozen and ready to go shelf stable food products) was processed for her on July 22, 2015.  However, the frozen portion of her food order was delayed.   On July 28, 2015, [redacted] emailed Nutrisystem to find out when she would receive the frozen portion of her order.  [redacted] indicated that if it wasn’t shipped yet, she would like to postpone the frozen order until the week of August 9th.  
 
A Nutrisystem representative spoke with [redacted] on July 28, 2015 after receiving her email.  [redacted] indicated that she would contact Customer Service when she was ready to receive the frozen portion of her order.
 
On August 18, 2015, [redacted] contacted Nutrisystem and requested that the frozen portion of her order be shipped to her.   The frozen portion of her order was not shipped to her in error. 
 
On August 28, 2015, [redacted] contacted Nutrisystem again regarding her frozen order.   [redacted] was informed her frozen order was being processed.  Due to some shipping issues [redacted]’s frozen order was not shipped to her until September 11, 2015.   According to [redacted] records [redacted] received the frozen order on September 12, 2015.
 
Nutrisystem strives to promote good customer service.  We apologize to [redacted] for the delay in the delivery of her frozen order. We value [redacted] as a customer and we have applied $25.00 coupon to her account to be used towards a future order for any inconvenience she incurred. 
 
If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

[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]., although the facts stated in Nutrisystem's response are not quite accurate, I find that the resolution of FULL refund is satisfactory to me. 
Regards,
[redacted]

April 11, 2017Dear [redacted]:The complaint submitted by [redacted] was received in
my office on April 3, 2017.On February 8, 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 program.  As noted on the attached and outlined A in accordance with
our Money Back Guarantee and cancellation policy, if a customer is not 100%
satisfied, they can call [redacted] within 14 days of delivery of their
order and send the remaining non-frozen food back to us for a full refund, less
return shipping.  If our customers decide
to cancel before the second shipment and after the 14-day guarantee period,
they authorize us to charge an early cancellation fee.  This cancellation fee is a portion of the
auto-delivery discount received on the first shipment.  There are no fees charged after receipt of
the second shipment.[redacted] received her first auto-delivery shipment of food
on February 15, 2017.  [redacted]  [redacted] contacted our customer call center on
March 3, 2017 with the intent to cancel her auto-delivery.  She chose not to cancel, but to delay her
second shipment of food.  On March 30, 2017, [redacted] received a request to make any
changes to her order, followed by an order confirmation on April 2, 2017.  [redacted] received notice that order had been
shipped on April 4, 2017.  [redacted]
contacted our customer call center on April 5, 2017 to cancel her auto delivery
program.   Since [redacted]’s shipment was
already in progress, her second shipment was delivered on April 6, 2017.Within thirty days from date of receipt of her package, [redacted] is welcomed to return any unopened Nutrisystem® non-frozen food for a
refund for items returned (less shipping and $99 cancellation fee).  We will issue [redacted] a return shipping
label for her convenience.  Frozen foods
are not returnable or refundable.We wish [redacted] continued success with her weight loss
goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

September 16, 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 August 30, 2016.   Our customers have the option to purchase a one-time order, an auto-delivery order or they can purchase a la carte items.   If our customer’s purchase a one-time order or a la carte order they do not receive the discounted price that our auto-delivery customers receive.   On July 13, 2016 [redacted] 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] should have been provided this information via telephone when she placed her order.   [redacted] received her first order on July 18, 2016.   On August 26, 2016 [redacted] contacted Nutrisystem to cancel 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.   Nutrisystem does have 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).    Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when [redacted] placed her order.   [redacted] was not properly informed of the terms and conditions of the auto-delivery program, including the money back guarantee.   We apologize that [redacted] was not properly informed regarding the program and we are sorry that [redacted] was not satisfied with the program.    A refund of $99 was issued to [redacted] on September 16, 2016.  [redacted] should see the refund in 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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
NUTRISYSTEM SAYS:"The Nutrisystem Money Back Guarantee is posted on the Nutrisystem website and the information is provided via telephone when our customers contact Nturisystem via telephone".I signed up with a "Mick" on 12/30/15 and was NEVER told the food had to be returned.  It was the principal of the matter, as everyone kept telling me the same thing - that I was told (and here we go again) WHEN I WAS NOT TOLD.  If I had been told, why would I have become so upset?  I would have already known.  If it doesn't make sense than it's NOT TRUE!I have been recompensed fully so the case can be closed and I appreciate all of your help.  However, I was NEVER told the food needed to be returned.  If anyone at Nutrisystem cared enough they would have reviewed the taped from that day and they would have seen that I was not told.
Regards,
[redacted]

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]

August 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]...

[redacted] was received on July 22, 2016.    According to Nutrisystem’s records, on March 16, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website.  [redacted] received his first and only order on March 18, 2016.    Nutrisystem offers a 14 day money back guarantee in which our customers can try our foods for 14 days and if they are not satisfied for any reason they can return the remaining weeks of food for a full refund, less shipping.     [redacted] contacted Nutrisystem on March 31, 2016 (within the 14 day Money Back Guarantee) to return the shipment he received and cancel his auto-delivery program.   The representative provided [redacted] with an RMA number which is number that is provided to customers to put on their return packages to show that the return was authorized by Nutrisystem.  It is not a tracking number.   [redacted] was also provided with the address to return the shipment as well as instructions on sending the package back.     On July 5, 2016 (more than 3 months later) [redacted] initially contacted Nutrisystem to inquire about a refund for the shipment he received.  [redacted] was informed that Nutrisystem did not have a record of receiving a return package from him.  [redacted] has spoken with representatives via email and telephone since July 5, 2016.   [redacted] has repeatedly asked to provide return tracking information for the package since Nutrisystem did not show the package was returned.  To date, [redacted] has not provided any return tracking information.     Nutrisystem cannot issue [redacted] a refund for the shipment he received and indicated he returned under the Money Back Guarantee as we have no record of receiving his return.  If [redacted] can provide the tracking information and/or a receipt which shows that he returned his shipment to Nutrisystem, we will be happy to issue [redacted] a refund under the Money Back Guarantee.   If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.   Sincerely,     Donna D[redacted]                                         ...⇄ Corporate Paralegal   Cc: [redacted]

September 29, 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 September 21, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on September 1, 2015 [redacted] enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website.  With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 2 shipments. Customers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel.  Customers are sent an e-mail reminder or given a telephone call when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery.   The Terms and Conditions of the Auto-Delivery Program are posted on the website where [redacted] enrolled in the program.  [redacted] indicated that she read and accepted the Terms and Conditions when she submitted her order for processing. [redacted]’s first order was shipped to her on June 9, 2015.
 
Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when [redacted] contacted Nutrisystem to cancel her program.  On September 20, 2015, [redacted] contacted Nutrisystem to cancel her Auto-Delivery Program.  [redacted] was informed that she would be charged for the discount she received on her first order ($104.60) if she chose to cancel before accepting and paying for her second order.   [redacted] confirmed that she still wanted to cancel her order and the representative she spoke with proceeded to cancel her order.   [redacted] then asked when the fee would be charged to her account and the representative informed her it would be charged now.   [redacted] indicated she didn’t have enough money in the account to cover the charge and indicated her bank would charge her.   The representative put [redacted] on a brief hold and contacted a supervisor to find out if they charge could be cancelled and put on another card, however there was no way for the representative to cancel the charge.     
 
The representative that [redacted] spoke with to cancel her Auto-Delivery program did inform [redacted] that she would be charged for the discount she received on her first order.  We apologize to [redacted] if it was not made clear that the charge would be immediate.   In the spirit of good consumer relations Nutrisystem issued [redacted] a refund for the $104.60 charge that was made to her account.   [redacted] should see the credit applied to her account within 7-10 business days.   We wish [redacted] continued success with her weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, 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]