Nutrisystem, Inc.

April 27, 2016
Roman"> 
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]

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

February 22, 2016

face="Times New Roman"> 
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]

On 2/11/16, I ordered the Nutrisystem Uniquely Yours program. On 2/16, I received the meals. While eating my chicken parmesan dinner, I bit down on something to find that there were splinters of black plastic from the container in the spaghetti. I opened all other frozen dinners and found that 3 more of the dinners had broken containers. Three of the muffins were also open at one end so I disposed of them as well. On 2/29, (within the 14 days cancellation period) I called to cancel and told them about the broken containers. I was given instructions on how to return the dry meals and was told that I would be charged for shipping but a credit for the balance would be made to my credit card within 7 to 14 business days. On 3/1, I mailed the remaining dry meals back. On 3/4, Nutrisystem received my return package. As of today, 6 weeks later, I have still not received my refund. I have called 3 times, each time to be given the same response - Apology that my refund had not been credited, assurance that it has been given priority and that I would see a refund within the next 7 to 14 business days. On 4/12, I spoke with a Supervisor who again assured me that my refund would be given priority and that she, personally, would call me on 4/14 or 4/15 to give me the status. Today is 4/18/16 and I have neither received a call nor the refund.

November 5, 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 October 29, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on October 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 he read and accepted the Terms and Conditions when he submitted his order for processing. [redacted]’s first order was shipped to him on October 1, 2015.
 
[redacted] was sent an email reminder on October 22, 2015 indicating his second order was being shipped to him.  
 
On October 24, 2015, [redacted] contacted Nutrisystem indicating he wanted to cancel the order that was being shipped to him.  [redacted] was informed that he would be charged for the discount he received on his first order if he did not accept and pay for his second order that was being shipped to him. [redacted] indicated he wanted to cancel his order and he was charged $110.86 for the discount he received on his first order.    
 
[redacted] was charged for the discount he received on his first order in accordance with terms of the auto delivery program he enrolled in.  However, in the spirit of good consumer relations Nutrisystem has issued [redacted] a refund for the charge of $110.86.   [redacted] should see the credit applied to his account within 7-10 business days depending on his financial institution.  We wish [redacted] continued success with his weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

June 3, 2015
0pt">
Revdex.com of
Metro WashingtonDC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA19103
Re:  [redacted], ID [redacted]
Dear [redacted],
The complaint filed by [redacted] was received in my office on May 22, 2015 and has been forwarded to me for response. 
According to Nutrisystem’s records, [redacted] enrolled via telephone in the Nutrisystem® My Way® Core Program for Women with Auto-Delivery on February 8, 2015.  The Nutrisystem® My Way® Core Program allows customers to customize the meal plan from over 100 ready-to-go food items.  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. [redacted] was shipped her first order on February 9, 2015.  According to Nutrisystem’s records [redacted] was sent the customized order she placed via telephone.  Nutrisystem does not show that any substitutions were made to [redacted]’s order (please see the attached order slip).  [redacted] was not shipped the basic or favorites package.   The basic or favorites package contains 4 weeks of pre-picked, ready-to-go foods featuring a variety of customer favorites.
On February 11, 2015, [redacted] contacted Nutrisystem with some questions regarding the program.  During the telephone call [redacted] was informed that she would need to contact Nutrisystem by March 4, 2015 in order to customize her next order.
On March 1, 2015, [redacted] was sent an email indicating her next order was being processed for her.  She was informed in the email that she would need to make changes to her next order by March 4, 2015.
[redacted] was sent her second order on March 5, 2015.  The order included the same customized food items from [redacted]’ first order with the exception of one substitution (please see attached order slip).  According to Nutrisystem’s records, [redacted] did not contact Nutrisystem via telephone or go online to customize her second order before it was shipped.
On March 10, 2015, [redacted] contacted Nutrisystem and indicated she did not receive the emails that were sent to her by Nutrisystem.   [redacted] indicated that she had been sent the Basic Food Plan and had no way to customize her order because she did not receive Nutrisystem’s emails.   Shortly thereafter, [redacted] disconnected the call.
Nutrisystem, as is the case with most online retailers send notices via email to their customers.   Nutrisystem customers also have the option to receive a telephone call if they so choose if they do not have an email available.  Because of the variety of spam filters in place on individual computers, Nutrisystem cannot guarantee that all emails will reach our customers.   It is the responsibility of the customer to ensure that Nutrisystem is put on their safe sender list.  
Although [redacted] indicated she did not receive any emails from Nutrisystem she was made aware of the need to customize her second order by March 4, 2015 via telephone.   However, in the spirit of good consumer relations, Nutrisystem contacted [redacted] on March 13, 2015 to give her the option to return the second order she received and have a new order shipped or to have replacement items shipped to her. [redacted] chose to have her second order picked up.   A new customized replacement order was shipped to her on March 19, 2015.   We believe that any issues with [redacted]’ orders have been resolved at this time. 
            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]

From: [redacted] <[redacted].com>Date: Thu, May 14, 2015 at 11:45 PMSubject: Complaint [redacted]To: [email protected] I posted my displeasure on their [redacted] site, they contacted me and returned the balance of my money.  I still think they need to...

clearly state the 2 month commitment on their website or at least when checking out and not hidden in the terms and conditions.

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

With the current AutoDelivery program, customers get a special discount off the month to month program price and free shipping within the Continental US with each consecutive order. Customers are automatically shipped their order once every four weeks, and charged accordingly, unless they cancel. Customers are sent an e-mail reminder or given a telephone call when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling -###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####. If a customer cancels prior to paying for their second program delivery, and after the 14 day guarantee period, the customer authorizes Nutrisystem to charge a $99 cancellation fee. The Terms and Conditions of the Auto-Delivery Program are posted on the website and are detailed on the checkout page where customers submit their order for processing. [redacted] submitted his order and agreed to the terms prior to purchasing, [redacted]'s first order was shipped to him on December 29, 2015.On January 16, 2016, [redacted] contacted Nutrisystem to cancel his Auto-Delivery program. Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when [redacted] cancelled his Auto-Delivery program. Although [redacted] was properly informed that he was outside of the 14 day Money Back Guarantee period, he was not properly informed he could return the remaining unused food products for a refund under the Nutrisystem 30 day Return Policy. We apologize that [redacted] was not given the correct return information.
Nutrisystem has since contacted [redacted] and issued him a return label (at no cost to him) to return the unused food products. Once the food products have been returned to Nutrisystem a full refund will be issued to [redacted]. Depending on [redacted]'s financial institution he should see the credit applied within 5-7 business days once the products are returned. We wish [redacted] continued success with his weight loss goals.If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email toddavidson(anutrisystem.com, or you may write me at the address set forth above.
Sincerely,
Donna D.
Senior Corporate Paralegal

August 23, 2016
 
Roman" size="3"> 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. Ortiz,
 
The complaint submitted by Ms. [redacted] was received on August 5, 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 11, 2016 Ms. [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 with an auto-delivery purchase. Our customers also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   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).  Ms. [redacted] submitted her order and agreed to the terms and condition prior to her purchase.  Ms. [redacted] received her first order on July 14, 2016.
 
On August 1, 2016 Ms. [redacted] was sent an email indicating Nutrisystem was beginning to process her second order.
 
On August 5, 2016 Ms. [redacted] contacted Nutrisystem requesting the cancellation of her Auto-Delivery program. Ms. [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.   Ms. [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. Ms. [redacted] is not due a refund for the charge.  
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: Denise B[redacted]

March 3, 2014

class="**oNormal">
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] submitted on February 10, 2014 was received in my office on February 18, 2014 and has been forwarded to me for response.
  According to Nutrisystem’s records, on January 8, 2014, **. [redacted] enrolled in the NutriSystem Auto-Delivery Program via telephone.   With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 2 shipments.   In addition to the Auto-Delivery discount, **. [redacted] received $15.99 off her first order and had two (2) Buddy Bucks coupons (Referral coupons from other customers.  These are onetime coupons.) which she applied to her first order for an additional $60.00 off of her first order.  With Auto Delivery, 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 Continental U.S. shipping (if applicable) and 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 (please see attached) and **. [redacted] was informed of the terms and conditions when she placed her order.   **. [redacted] was shipped her first order on January 12, 2014.
On February 10, 2014, **. [redacted] contacted Nutrisystem and indicated her pricing was incorrect for the next order she was due to receive.  **. [redacted] was informed that the price on her first order was lower because she had Buddy Bucks coupons applied to her order in the amount of $60.00.  **. [redacted] indicated that she was told her that the price would not change and requested that her Auto-Delivery Program be cancelled.  **. [redacted] was informed that she would be charged $61.50 if she cancelled her Auto-Delivery Program before accepting and paying for her second order as per the terms of the Auto-Delivery Program.  **. [redacted]’s Auto-Delivery Program was canceled and she was charged $61.50. 
**. [redacted] had Buddy Bucks coupons applied to her first order which are non-recurring coupons.   According to Nutrisystem’s records (Nutrisystem records all calls for quality assurance and training purposes), **. [redacted] was informed that those coupons would not apply to her second order.   It is unclear why **. [redacted] believed that her second order would cost the same as her first order.  However, in the spirit of good consumer relations Nutrisystem has issued **. [redacted] a refund in the amount of $61.50 for the charges that were made to her account when she cancelled her program.      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,
[redacted]
                                        ...⇄                         Senior Corporate Paralegal
Cc[redacted]

July 2, 2015
0pt"> 
Revdex.com
of Metro WashingtonDC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA19103
 
Re:  [redacted], ID [redacted]
 
Dear [redacted] ,
 
The complaint filed by **. [redacted] was received in my office on June 25, 2015 and was forwarded to me for response. 
 
The Fast 5+™ kit is a special introductory week of food which is included with a customer’s first 28-Day Nutrisystem® order.   The Fast 5+™ kit is designed to help our customers lose 5 lbs. plus 1 inch of their waist during the first week of the program.  It is clearly stated on all Nutrisystem advertising the Fast 5+ ™ kit is included as part of the 28-Day program.   Nutrisystem does not feel that this advertising is misleading.   The definition of included is “to make something a part of something”.   Nutrisystem clearly indicates that the Fast 5+™ kit is a part of the four (4) weeks of food our customers receive.
 
In regards to Nutrisystem advertising to men and women.   Nutrisystem has advertising that is targeted to both men and women which differentiates between the different program prices.  The men’s program includes an additional snack item which accounts for the cost difference.  Nutrisystem cannot always determine the sex of the individual who is receiving the advertisement.   All Nutrisystem emails direct our customers back to the Nutrisystem website.  The website clearly displays the different program prices for both men and women.
 
While Nutrisystem disagrees with **. Santoro’s assessment of its advertising we appreciate his feedback.  
 
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], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because:
[redacted]
[redacted]to me They told me that in order to get a refund I had to have 14 days of food left.  I still have food left.  
Regards,
[redacted]

January 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], ID [redacted]
      
Dear [redacted],
 
The complaint submitted by **. [redacted] was received on January 7, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on December 30, 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.   [redacted] was shipped her first order on December 31, 2015.
 
On January 7, 2015, [redacted] contacted Nutrisystem and indicated she wanted to cancel her program under the Money Back Guarantee.  [redacted] was informed that she would need to return the unused non-frozen food products in order to obtain a refund. [redacted] indicated that she was unaware that she had to return the unused non-frozen food products in order to obtain a refund and became upset.   Shortly thereafter, [redacted] disconnected the call.   [redacted] later contacted Nutrisystem again and her call was escalated to a supervisor.  The supervisor [redacted] spoke with issued [redacted] a return shipping label (at no cost to her) to return the unused food products to Nutrisystem through [redacted].
 
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.   Please see the Money Back Guarantee attached.   It is common practice for online retailers to require the return of products in the event a customer requests a refund.  It is unclear as to why [redacted] thought this would not be the case with Nutrisystem.  
 
[redacted]’s order was returned to Nutrisystem on January 11, 2015.  [redacted] was issued a credit for the $152.49 that she paid through the EZ Pay program and the balance was cancelled.   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 14, 2016

face="Times New Roman"> 
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 29, 2016.
 
On February 13, 2016, [redacted] enrolled in the NutriSystem Auto-Delivery Program via telephone.  With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchase. You also receive free shipping (Continental US).  When our customer’s enroll via telephone our customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  [redacted] should have been informed of the terms and conditions when she placed her order.   [redacted] order was sent to her on February 15, 2016.  
 
On February 26, 2016, [redacted] contacted Nutrisystem to cancel her auto-delivery program before she received her second shipment.  She was then charged the $99 cancellation fee in accordance with the terms and conditions of her purchase of the 4-week auto-delivery program.   Nutrisystem records all calls for quality assurance and training purposes.  [redacted] was not provided with the terms and conditions of the Auto-Delivery Program when she placed her order.  We apologize that [redacted] was not provided with this information.  Nutrisystem issued [redacted] a refund a credit in the amount of $99 on March 10, 2016.   In addition, [redacted] has also been provided with a return label to return the unused food products that she did not care for.   To date, Nutrisystem has not received the return products from [redacted], but once they are returned Nutrisystem will issue [redacted] the appropriate credit.  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: Denise B[redacted]

July 27, 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 July 16, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on June 4, 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] also indicated that he read and accepted the Terms and Conditions when he submitted his order for processing. [redacted]’s first order was shipped to him on June 5, 2015.
 
On July 16, 2015, [redacted] contacted Nutrisystem to request that his Auto-Delivery Program be cancelled.  [redacted] was informed that he would be charged for the discount he received on his first order ($77.50) if he chose to cancel before accepting and paying for his second order.   [redacted]’s Auto-Delivery Program was cancelled and Nutrisystem attempted to charge [redacted] the $77.50.  However, Nutrisystem was unable to obtain the payment from his method of payment.
 
Under the terms and conditions of the Auto-Delivery Program that [redacted] enrolled in [redacted] was required to purchase two (2) orders in order to receive the discounted price that he received on his first order.  However, in the spirit of good consumer relations Nutrisystem has waived the charge for the discount [redacted] received on his first order. [redacted] was not charged, nor will he be charged for the discount he received on his first order.  We wish [redacted] continued success with his weight loss goals. 
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

April 28, 2014
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: **. Philip [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
       
Dear **. [redacted],
 
The complaint submitted by **. [redacted] on April 16, 2014 was received in my office on April 17, 2014 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on March 10, 2014 **. [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] also indicated that he read and accepted the Terms and Conditions when he submitted his order for processing.  Please see the attached example of what **. [redacted] saw prior to submitting his order.  **. [redacted] was shipped his first order on March 11, 2014.
 
On April 7, 2014, Nutrisystem began sending reminder emails to **. [redacted] indicating his second order was being processed for him.  On April 10, 2014 Nutrisystem began processing **. [redacted]’s second order.
 
On April 10, 2014, **. [redacted] contacted Nutrisystem and indicated he wanted to cancel the order that was in the process of being shipped to him and cancel her Auto-Delivery Program.  **. [redacted]’s second order was cancelled and **. [redacted] was charged for the discount he received on his first order ($92.49) in accordance with the terms of the Auto-Delivery program. 
 
Under the terms and conditions of the Auto-Delivery Program that **. [redacted] enrolled in **. [redacted] was required to purchase two (2) orders in order to receive the discounted price that he received on his first order.  **. [redacted] should have been informed of the charges associated with cancelling his account before accepting and paying for his second order when he called to cancel his program.  We are sorry that **. [redacted] was not provided with this information.   In the spirit of good consumer relations Nutrisystem has issued **. [redacted] a credit in the amount of $92.49 for the charges that were made to his account.  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], or you may write me at the address set forth above.
 
Sincerely,
 
 
[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

March 2, 2015
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 February 20, 2015 and has been forwarded to me for response.
Nutrisystem provides several different options to purchase the product including Auto-Delivery, Month to Month and A La Carte ordering.  According to Nutrisystem’s records, on January 29, 2015 Ms. [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 Ms. [redacted] enrolled in the program.  Ms. [redacted] indicated that she read and accepted the Terms and Conditions when she submitted his order for processing. The checkout page also clearly indicates that Ms. [redacted] received an auto-delivery discount on her order. Please see the attached example of what Ms. [redacted] saw prior to submitting her order.  Ms. [redacted] was shipped her first order on January 30, 2015.
On February 19, 2105 Ms. [redacted] contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery program.  Ms. [redacted] was informed she would be charged for the discount she received on her first order ($102.10) if she chose to cancel his Auto-Delivery program before accepting and paying for her second order.  Ms. [redacted] Auto-Delivery Program was cancelled and Nutrisystem attempted to charge Ms. [redacted] for the discount she received on her first order ($102.10).  However, Nutrisystem was unable to obtain the funds from Ms. [redacted]’s credit card on file. Ms. [redacted] was never charged for the discount she received on her first order ($102.10).
We are sorry that Ms. [redacted] was not satisfied with the program and 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 Paralegal
Cc: Denise B[redacted]

I ordered a 1 month plan to find out the discount I received was only good for a 2 month plan, so I was scheduled to receive another month that would still cost another $275.00 for foods I would not eat. When I asked then to choose the items that I wanted as they had mentioned when I ordered, they said that I would have to choose from all categories which still included all the snacks and lunch items that I did not like and was why I was calling. I was informed if I cancelled that I would be charged $99.00 because that is what I was discounted. I feel very unsatisfied in this whole matter and would advise anyone thinking about this plan to choose a healthier diet without all these processed foods.