Nutrisystem, Inc.

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]...

[redacted] was received on April 7, 2016.
 
Ms. [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com  on January 19, 2016. 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.  
 
According to Nutrisystem’s records, Ms. [redacted] received an offer to purchase and add our new Turboshakes to begin with her second shipment on auto-delivery on March 11, 2016.   The Turboshakes are automatically sent with our customers’ Auto-Delivery orders until such time they cancel them. 
 
On April 2, 2016, Ms. [redacted] was sent an email indicating her next Auto-Delivery order was being processed for her (please see the attached example of the email  Ms. [redacted] received).   According to Nutrisystem’s records, Ms. [redacted] did not remove the shakes from her order and they were subsequently shipped with her next Auto-Delivery shipment.
 
On April 6, 2016, Ms. [redacted] contacted Nutrisystem to cancel her Auto-Delivery program. Ms. [redacted] wanted to obtain a pre-paid shipping label to return just the shakes.   The only pre-paid labels that customer service representatives have available to provide to our customers cost $19.99.  Rather than explain to Ms. [redacted] that it would not be cost effective to issue her the label, the representative and supervisor informed her that they could not offer her a pre-paid label to return the shakes.   Nutrisystem apologizes for this miscommunication. In the spirit of good consumer relations, Nutrisystem issued Ms. [redacted] a $79.98 credit for the shakes she received in her second shipment.  The shakes are hers to keep with our compliments.  Nutrisystem appreciates customer feedback and will take Ms. [redacted]’s input into consideration. 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.
 
                                    Sincerel...⇄ />  
 
                                    Donna D[redacted]
                                        ...⇄             Senior Corporate Paralegal
 
Cc: Denise B[redacted]

May 11, 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 Mr. [redacted]...

was received on April 27, 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 March 4, 2016 Mr. [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).  Mr. [redacted] submitted his order and agreed to the terms and condition prior to his purchase.   Mr. [redacted]’s order was shipped to him on March 8, 2016.
 
On March 25, 2016 Mr. [redacted] was sent an email indicating his second order was being processed for him.   On April 5, 2016 Mr. [redacted]’s second order was shipped to him.
 
On April 6, 2016, Mr. [redacted] contacted Nutrisystem via telephone. Nutrisystem records all calls for quality assurance and training purposes and has reviewed that call.    Mr. [redacted] requested that the representative recall the order that was in transit to him and indicated that he had only purchased a one-time order.   The representative reviewed Mr. [redacted]’s account and informed him that he enrolled in the auto-delivery program and his second order was already in transit to him.   The representative informed Mr. [redacted] that she could not recall the package and provided him with refusal instructions.   Mr. [redacted] was not properly informed that he would be charged a $99 cancellation charge and a return shipping charge of $19.99 if he chose not to accept the package and pay for it under the terms and conditions of the auto-delivery program.  We apologize that this information was not properly conveyed to Mr. [redacted].   Nutrisystem is issuing Mr. [redacted] a credit in the amount of $118.99 for the cancellation charge and return shipping.   Mr. [redacted] should see the credit applied to his account within 7-10 business days depending on his financial institution.   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 dd[redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: Denise B[redacted]

February 24, 2016
 
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Attn: [redacted]
*
Re: [redacted] ID [redacted]
      
Dear [redacted],
 
The...

complaint submitted by [redacted] was received on February 16, 2016.
 
We are sorry to hear that [redacted] was not satisfied with the experience she had with one of our customer service representatives.   Nutrisystem values its customers and wants each of our customers to have a good experience during their weight loss journey with Nutrisystem. 
 
Nutrisystem records all calls for quality assurance and training purposes.  After receiving this complaint, we attempted to retrieve the call when [redacted] contacted Nutrisystem regarding her referral credit, but we unable to retrieve the call.   Nutrisystem has since contacted [redacted] and apologized for the experience she had.   Nutrisystem also provided [redacted] with a discounted price on her order.    We appreciate [redacted]’s business and we wish her continued success on the program.  
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

February 28, 2017Dear [redacted]:The complaint submitted by [redacted] was received in my office on February 21, 2017.In accordance with [redacted]'s request, a supervisor of NutriSystem® gladly reached out to [redacted] on February 23, 2017 and again on February 24,2017. Each time, a voicemail...

was left with a request for [redacted] to return the call. [redacted] was provided contact information, including a direct extension to the supervisor.To date, we have not received any response from [redacted]. Since customer satisfaction is our priority, we look forward to resolving this matter with [redacted].If you have any questions, please do not hesitate to contact me at [redacted] or to my email at [redacted]@nutrisvstem.com.Sincerely,Jacqueline M.Corporate Paralegal

February 12, 2016
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
 
Dear [redacted],
 
The complaint submitted by **....

[redacted] was received on January 29, 2016.
 
On January 6, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  [redacted] did not enroll through a promotional link and did not received $25 off of her initial order, however when she contacted Nutrisystem about the issue, a $25 coupon was applied to her account to be used towards her next order. 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 11, 2016.
 
[redacted] did not contact Nutrisystem within the 14 day Money Back Guarantee period to return her first order. On January 28, 2016, [redacted]’s auto-delivery program was cancelled before she received her second shipment and she 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 her account within 3-5 business days depending on her financial institution.  We wish [redacted] continued success with her weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Senior Corporate Paralegal
 
Cc: [redacted]

March 22, 2017Dear [redacted]:The complaint submitted by [redacted] was received
in my office on March 15, 2017.On February 15, 2017, [redacted] purchased the
Nutrisystem® auto-delivery program at www.nutrisystem.com.  With our auto-delivery program, customers
receive a 35%...

discount of the regular one-time rate of a 4-week plan.  They also receive free shipping (Continental
US).  Specifically, the auto-delivery
terms and cancellation fee are conspicuously displayed at the “Submit My Order”
button, as well as throughout the website. 
Customers click to “submit” their order. 
Please see attached.By clicking the Submit My Order, customers authorize us to
automatically charge and ship their order every four weeks unless they
cancel.  As noted on the attached, 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 a $125 early cancellation
fee.  If they cancel any time after they
receive their second month, there is no fee.[redacted] received his shipment of food on February 21,
2017.  [redacted] contacted our
customer service call center, on March 13, 2017, to cancel his auto-delivery
program.  In accordance with the above
cancellation terms, [redacted] was appropriate charged the $125 cancellation
fee.We wish [redacted] continued success with his weight loss
goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

Complaint: [redacted]
I am rejecting this response because:  it is not made clear about two shipments when browsing your terms and conditions on an iPhone 
Regards,
[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:  this is the email I sent to Ms D[redacted] of Nutrisystem.  I sent this email March 10, 2016 at 10:08 pm.I have not received any reply and STILL continue to receive daily email ads in DUPLICATE by her company even though I UNSUBSCRIBE to each of these emails Daily!! As per your explanation to the Revdex.com in regard to my complaint I beg to differ.  I never submitted 2 "Personal Profiles" on January 6, 2016.  I made an inquiry to nutirsystems for  informational purpose Only which, in turn, used by your company's marketing department to generate a user profile.  I " unsubscribed" the same day, in fact it was within 15-20 minutes of receiving the first emails which were received immediately.  It was near midnight on the 6th.  That is why you see two dates, in profile being generated and then the 7th when my first "Unsubscribe" was submitted! Also, you were not correct in your claim of having already unsubscribed one of two profiles received from my email.  If that were true, I would assume I would only be receiving one email from Nutrisystems per day.  When, in fact, I receive  email from Nutrisystems daily, In DUPLICATE!!  Thats right!  My complaint from day one has been the continued email, in Duplicate, by your company.  I have Also, Unsubscribed to each individual email I receive so, therefore, your claim of "Unsubscribing one and not the other" is totally false.  I ALSO WROTE Customer Service 2-3 TIMES to complain about my continued  Unsubscribe Requests Being IGNORED!  I received the same "Auto Generated" email for each stating "my request to unsubscribe was received and to please allow 7-10 days to process".  Sound familiar?  Yes, pretty much your same words.But that seems to be the way things are dealt with inside your company.   Passing the buck.  Fabrication and/or distortion of facts.   Ignoring customer service complaints completely and/or leaving a resolution incomplete.  "Unsubscribe" on your site does not work, or it is just ignored by your company, which I believe is in violation of Federal law(s).  Either way, its a big Fail!  I am just so sick and tired of companies like yours taking advantage.  Goods and services are horrible and customer service is pretty much nonexistent.  If I am not Unsubscribed from the continued email ads from nutrisystems immediately, I will start forwarding my documented complaints with various government agencies and governing offices.  [redacted]ID [redacted]
Regards,
[redacted]

December 14, 2016 Dear [redacted],The
complaint submitted by [redacted] was received in my office on
November 12, 2016. [redacted]
has been a customer on the NutriSystem® auto-delivery program on and off again
since 2013. With our auto-delivery program, customers receive a...

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 the
cancellation fee are conspicuously displayed at the “submit my order” button,
as well as throughout the website. By
clicking the Submit My Order, customers authorize us to automatically charge
and ship their order every 4 weeks unless they cancel.  If they are not
100% satisfied, they can call [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 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 have always been posted throughout the website).  [redacted] submitted his latest order and
agreed to the terms and condition prior to his purchase.   In
November, 2015, [redacted] purchased the NutriSystem® program.  He received shipments in November, December,
and January, and then requested delays in shipment until May 2016, at which
time he cancelled the auto-delivery.  Mr.
Carriker was feeling unmotivated.  In
September 2016, once again purchased the auto-delivery program.    He
then delayed orders in October and November 2016.  In December, [redacted] again cancelled his
program.Although
[redacted] actually cancelled his auto-delivery before receiving his second
order from his September purchase, we acknowledge his participation over the
years.   In the spirit of good customer
relations, we will refund [redacted] the $99 cancellation fee.  [redacted] should see the credit applied to
his account within 5-7 business days.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 email to [redacted]@nutrisystem. Sincerely,Jacqueline
M[redacted]Corporate
Paralegal

Again, we are sorry to hear that [redacted] did not feel successful on the Nutrisystem® 6-week Fast Five program which she purchased through [redacted], which she advised was on two occasions.   With this program, customers can expect to lose five pounds in the first week.  Thereafter, customers can expect to lose an average 1-2 pounds per week.  This is not a guarantee, as results vary depending on starting weight and program adherence.  As there is no weight loss guarantee, no refund due.

March 31, 2017We are in receipt of [redacted]'s second rejection to our response to a complaint originally submitted to the Revdex.com on February 21, 2017. We responded to this complaint on February 28, 2017, which was rejected by [redacted] on March 6, 2017.On March 16, 2017, we responded to this rejection that We had attempted to contact [redacted] on four occasions. [redacted] claims these calls were not received by her.I had a telephone conversation with [redacted] on March 29, 2017. I explained that we take food issues quite seriously and are anxious to further investigate this matter. [redacted] was contacted, via email (as she requested due to her busy schedule), by our Quality Assurance Department. [redacted] will forward container and foreign object (possibly plastic) to our Quality Assurance Department for examination. A return shipping label was issued to [redacted] for her convenience.In response to claims that NutriSystem did not make any attempts to Contact her, enclosed please find a thumb drive with the recorded messages left for [redacted]. Please note that [redacted]'s voicemail message includes her telephone number for which our customer service representatives reached.As we hold our customer service relations and quality of our products as our highest priorities, We look forward to resolving this matter.If you or [redacted] have any questions or concerns, please do not hesitate to contact me at [redacted] or to my email [redacted]@nutrisystem.com.Thank you.Sincerely,Jacqueline M.Corporate Paralegal

November 27, 2017Dear [redacted]:The complaint submitted by [redacted] was received in
my office on November 17, 2017.On October 9, 2017, [redacted] purchased the Nutrisystem®
auto-delivery program at www.nutrisystem.com.   With our auto-delivery program, customers
receive a 35%...

discount off the regular one-time rate of a 4-week plan.  They also receive free shipping (Continental
US).  Specifically, the auto-delivery
terms and cancellation fee are conspicuously displayed at the “Submit My Order”
button, as well as throughout our website. 
Customers click to submit their order.  
[redacted] submitted his order and agreed to the terms and
conditions.  Please see attached. 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
breakfast, lunch, dinner and one flex snack, 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.  All of this
is displayed on the website.  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.To cancel any Nutrisystem auto-delivery program, we request
that our customers contact us by calling ###-###-####.  We ask that our customers contact us by phone
so that we may i) understand the reason for cancellation; ii) learn if there is
anything we need to do to improve our program; and iii) find if we may assist
with the continuation of a customer’s weight loss journey, with different
products and plans.In response to your dissatisfaction that the
food does not appear as advertised, please be advised that Nutriisystem® products
are cooked according to package directions and subsequently photographed from the box contents. 
The pictures are not super imposed. 
We make every effort to provide a true representation of each product
enclosed in each box.  When shooting the
product, there are several samples of the same dish that are prepared and
photographed. Naturally, as is industry standard, the best picture is used.The quality of all Nutrisystem food and its ingredients are
within all USDA and FDA Guidelines.  The
manufacturing of all Nutrisystem foods adhere to a strict quality control
process under the same governmental guidelines together with Nutrisystem
Quality Assurance requirements.    All of
our foods have no artificial ingredients, colors or sweeteners. Over 100 of the
foods have no artificial preservatives.[redacted] received his first auto-delivery shipment of
non-frozen food on October 13, 2017, followed by his first auto-delivery
shipment of frozen food on October 14, 2017. 
[redacted] subsequently cancelled his auto-delivery program on November
2, 2017.  Since [redacted] cancelled
outside the Money Back Guarantee and before accepting a second auto-delivery
shipment, [redacted] was appropriately charged a $125 cancellation fee.   Once again, this cancellation fee is a portion of the auto-delivery discount
received on the first shipment.Finally, customer satisfaction is our highest priority.  Please know that any and all customer
concerns and comments are handled on an individual basis.We wish [redacted] continued success with his weight loss
goals.                                     ...⇄ Sincerely,                                   ...⇄ Jacqueline
M[redacted]                                  �...⇄ Corporate
Paralegal

[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 has the facts incorrect.  I signed up with the promotion to receive "3 weeks of food for free" along with $20 off and the Turbo 10.  Found out LATER that the 3 weeks of food comes one week free per monthly order, not all at once.  I am still using the program, and have a lot of food from the my first 2 orders, but will be purchasing the rest from Walmart, where it is cheaper and better selection.  The commercial states "weight loss counseling."  Also found out later that no counselors or phone representatives were allowed to talk to me about how to use the program, if I could take vitamins, fiber supplements....because I only had the basic plan.  Everytime I had a question I was asked to upgrade (pay more money).  The only way that I found that I was getting an order/had questions answered was by phone reps who stated, "i'm not supposed to be doing this, but I will".  They even gave me an extension to call, but they were usually not there when I called to checked on the order or had internet problems or basic questions.  The main number, Sales, usually worked, so I would call that at a last resort.  If not, I was on hold for up to 15 minutes per call, one evening 30 minutes and always referred to different numbers (3 calls at a time.)  Still have the 17 chat transcripts that seemed to always refer me to another number, if you would like to see them.  I hope Nutrisystem will use this information to improve their customer service or care that customers are inconvenienced by this.Because the Basic Plan seemed to give me lots of the same food, by the time I was ready for my 3rd order (which I was to receive the last of my free week of food)...I had 23 pizzas.  I'm down to 9 as of last night.  They are good, but some food I gave to the food bank, so customizing was very important to me.In the beginning of March, I paid $20 extra to customize for my 3rd order.  When I went to select my food, my last week of free food disappeared from my order.  I was able to customize at this time, but my last week of food was gone and I was trying to see that appear back on my order list, so I chatted, called and got no where.  I tried to fix it myself or told one of the reps to change it back to BASIC, non-customizing...hoping it would reappear.  It didn't but the $20 charge stayed on their.  Finally this same girl told me to give her 24 hours and that  "the food will probably just ship" but she could not send this confirmation to me via email.  Since my other 2 orders had this same list sent as the packing slip, I was pretty sure I wasn't going to see it.  So, no receipt and they have my credit card number (??)  I was uncomfortable with just trusting someone on the phone.  went to Revdex.com and Consumer Affairs.  Several chats and phone calls (at least 5) and 5 days later,  I got through to Nutrisystems through Consumer Affairs.  Nutrisystems was still UNABLE to add the food back to my order online (which to me would be a huge problem for them and they should correct that for other customers) - so the rep. from Nutrisystems made a special order for me and sent the food separately.  Got it and was ready to order my 3rd shipment customized.  I had 50 meal replacement bars at this time and wasn't going to stick to that on a diet...but I did like some of the food and was ready to keep going with the program with the food I wanted...from them.  I also ordered and paid separately for some frozen foods which I was also thinking of ordering again from them.  So, 3/9/15 I emailed the rep (Allison D[redacted] - HELPFUL[redacted]KEEP HER NUTRISYSTEMS[redacted]) who made everything right and told her thanks for the food and I was going to pay $20 and try to customize.  I paid the $20 to customize but the customize page was broken and I couldn't use it.  My browser?  maybe, but I tried 2 different browers e explorer and firefox, and even at another computer.  I chatted and the rep said nothing was wrong on their end, then was referred to another number where a rep said that something MAY be wrong because she needed to handselect the customized food items over the phone with another woman ([redacted]?  I don't even know what's on the menu...I just know I have plenty of Pizza) and then asked to cancel.  My 3rd rep at Nutrisystem allowed me to cancel autodelivery with cancellation number [redacted].  I explained to him, who was very efficient and nice, as I will to you....It shouldn't be this difficult to do business with anyone.  And I do not like having my credit card number out to people who can auto-deliver and charge when they want, but that was the only way to sign up over the phone.  I am hoping I will not be charged this coming month because of their lack of internal communication, a bit nervous about that still.  I'm not sure of the dates, except my last phone call, because I wanted you to know Allison D[redacted] who helped me.  I had hope at that point.  There is food that I like on your program, but being able to call one number and get that food would be great.  Can't stand the "sales"  "upgrade" push.  Nutrisystems are probably correct when they did things, but when I was trying to contact them it was probably about 3 to 5 days before they were able to get those things done - and at least 2 to 5 attempts to contact someone there who was permitted to answer questions from a lowly "Basic Plan" customer.Regards,
[redacted]

March 29, 2017Dear [redacted]:The complaint submitted by [redacted] was received in
my office on March 17, 2017.On February 9, 2017, [redacted] purchased the NutriSystem®
auto-delivery program through our customer service call center.  [redacted] cancelled this purchase the
following...

day on February 10, 2017.  At
the time of purchase, the cost of [redacted] order was authorized by her
financial institution and a hold for that purchase was placed on her credit
card.  Although the funds were
authorized, please be advised the funds were never captured by NutriSystem, as
her purchase was cancelled.[redacted] was advised that she should see the credit applied
to her account within 5-7 business days. 
However, it would not appear as a credit, as the funds were only “held” her
financial institution which then “released” the funds.  Again, Nutrisystem never captured nor
received any monies for her order.[redacted] received an order confirmation dated March 5,
2017, for which she cancelled on March 6, 2017.   As described above, the cost of this order
was authorized by [redacted]’ financial institution and the funds were “held”
and then “released” by the financial institution, but not captured or received by
NutriSystem.If you have any further questions, please do not hesitate to
contact me at ###-###-#### or to my email at [email protected] wish [redacted] continued success with her weight loss
goals.Sincerely,Jacqueline M[redacted]Corporate
Paralegal

August
15, 2017 Good afternoon, [redacted].We are in receipt of the attached Revdex.com
Complaint for customer, [redacted] (ID #[redacted]).  [redacted] purchased auto-delivery
program on 4/14/2017.  She received her first delivery 4/18/2017 and
4/19/2017.   [redacted] made payment...

through credit card ending 3208.As noted in the complaint, [redacted]
alleges fraudulent use of that card with Nutrisystem.  Are  you able to see the entire
account number and determine if that card was used for another customer order?Thank you.jJacqueline 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]...

[redacted] was received in my office on October 11, 2016.   On August 17, 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. Our customers also receive free shipping (Continental US only).  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).   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).  **. [redacted] submitted his order and agreed to the terms and conditions prior to his purchase.   **. [redacted] received his first order on August 22, 2016.   On September 8, 2016 **. [redacted] was sent an email indicating his second shipment was being processed for him.   **. [redacted] contacted Nutrisystem that same day and spoke to a customer service representative (“CSR”).   **. [redacted] indicated he did not want a second shipment and the CSR informed **. [redacted] that there was a $99 cancellation fee if he chose to cancel his auto-delivery program before accepting and paying for his second order.   **. [redacted] was provided with the option to change the product he was receiving in his second order to our Turbo shake products.   **. [redacted] agreed to accept the Turbo shakes for his second order and they were shipped to him on September 12, 2016.    On October 6, 2016 **. [redacted] was sent an email indicating his second shipment of Turbo shakes was being sent to him.   **. [redacted] was sent his second shipment of Turbo Shakes on October 10, 2016.  That same day (October 10, 2016), **. [redacted] contacted Nutrisystem and indicate he did not want the second shipment of shakes that was in transit to him.   The CSR that spoke with **. [redacted] informed him that the second shipment of shakes was sent to him because he was on the auto-delivery program.   **. [redacted] informed the CSR that his auto-delivery program should have been cancelled.   The CSR cancelled **. [redacted]’s auto-delivery program and issued **. [redacted] a return authorization number to return the shakes.     Nutrisystem records all calls for quality assurance and training purposes and reviewed the call when **. [redacted] called to cancel his auto-delivery program and agreed to purchase the shakes.   The CSR **. [redacted] spoke with did not make it clear to **. [redacted] that the shakes were part of the auto-delivery program and he would need to cancel the program after receiving his first shake shipment.   We apologize that this was not done.   Nutrisystem issued **. [redacted] a full refund of $99.98 for the second shipment of shakes he received on October 18, 2016.   **. [redacted] does not need to return the second shipment of shakes, he may keep them with our compliments.  We wish **. [redacted] continued success with his weight loss goals.    If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.   Sincerely,   Donna D[redacted] Senior Corporate Paralegal

[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]

The response from
Ms. [redacted] was received on April 6, 2016. We are sorry that
Ms. [redacted] was not satisfied with our original response. When
Nutrisystem shipped Ms. [redacted] her last order 10 months ago the
products were good condition. All of our trayed foods are processed
in facilities with USDA inspectors on hand and comply with all
governmental food safety requirements. The other products are
monitored and overseen by the FDA and comply with those government
regulations. There are a
variety of factors that could affect the storable life of the
products that Ms. [redacted] received including damage caused in
shipping, temperature, humidity etc. Nutrisystem has no way of
determining why Ms. [redacted] found that some of the food products that
she purchased have discolored or expired for sure, but our Quality
Control Department has reviewed the pictures that Ms. [redacted] sent
with her response. The pictures indicate that the products were
subjected to high heat levels. If the products Ms. [redacted] received
were subject to high levels of heat or humidity the shelf life of the
products would decrease. Ms. [redacted] did not
indicate that she wanted to return any of the food products she
received until six (6) months after she received her last order. As
indicated in my previous response, Nutrisystem has a 30 day return
policy in placed (attached for you review). Nutrisystem cannot
accept any of Ms. [redacted]’s products for return or give her a
refund as it has now been more than ten (10) months since she
received her last order. 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] Senior Corporate ParalegalCc: [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]

[redacted]
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
[redacted]
*
[redacted]
      
[redacted]
 
The complaint submitted by [redacted] was received on May 14, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on March 18, 2015 [redacted] enrolled in the NutriSystem Auto-Delivery Program.   With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 2 shipments. Customers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel.  Customers are sent an e-mail reminder or given a telephone call when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery.   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] was shipped her first order on March 20, 2015.
 
On March 30, 2015, [redacted] contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery program.  
 
Nutrisystem records all calls for quality assurance and training purposes.   Due to [redacted] indicating that the representative informed her that it would take 2-3 weeks for a return label to be sent to her Nutrisystem reviewed the call with the customer Service Representative on March 30, 2015.   During the call [redacted] indicated that she did not like the taste of the food.  When the Customer Service Representative indicated that [redacted] could return the food for a refund [redacted] declined saying it was “too much of a hassle”.  [redacted] continued the conversation indicating she would have to pay and she would feed the food to her husband.   At no time during the call did the Customer Service Representative indicate to [redacted] that it would take 2-3 weeks for her to receive a return label. 
 
Although [redacted] did not indicate she wanted to return the food, [redacted] should have been offered a pre-paid return label to return the food.  Nutrisystem apologizes to [redacted] that this was not offered by the Customer Service Representative she spoke with.  At the time, Nutrisystem was offering free return shipping labels to its customers to return the food products if they contacted Nutrisystem within the 14 day Money Back Guarantee period.  
 
Nutrisystem contacted [redacted] on May 21, 2015 and sent her a return label at no cost to her to return the food products she had.   On May 21, 2015, [redacted] was also issued a full credit in the amount of $249.99 for the order she returned.   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], or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
[redacted]