Nutrisystem, Inc.

September 3, 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 August 27, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on March 27, 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 March 30, 2015.
 
On April 17, 2015, [redacted] was sent an email indicating her second order was getting ready to be shipped to her.   On April 23, 2015, [redacted] was shipped her second order.   
 
On May 16, 2015, [redacted] contacted Nutrisystem to cancel her Auto-Delivery program.  [redacted] did not request to return any unused food products at this time.   [redacted]’s Auto-Delivery program was cancelled as requested.
 
Nutrisystem has both a 14 day Money Back Guarantee and a 30 day Return Policy in place in the event our customers are not satisfied with the program (please see attached).  It has been over four (4) months since [redacted] received her last order.  [redacted] is not eligible for the 14 day Money Back Guarantee or the 30 day Return Policy.  Nutrisystem cannot accept any products from [redacted] for return and cannot issue [redacted] a refund.   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 3, 2016
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear [redacted],
 
The complaint submitted by **. [redacted] was received on February 22, 2016.
 
According to Nutrisystem’s records, on February 20, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website www.nutrisystem.com. On February 22, 2016 [redacted]’s order was shipped to him.
 
On February 23, 2016, [redacted] contacted Nutrisystem via email, indicating that he was unable to apply the [redacted] gift card to his order and his credit card was charged for the full amount of the order.   [redacted] also indicated he would be unavailable until February 25th or 26th.
 
On February 26, 2016, [redacted] contacted Nutrisystem via telephone indicating that he did not want the order that was delivered to him, his order should have been cancelled.  The Customer Service Representative that [redacted] spoke with informed him that Nutrisystem could send him a label to return the non-frozen food products he received and he would be issued a full refund.    [redacted] questioned the return of the frozen foods and the representative informed him that Nutrisystem could not take the frozen foods back.   Before the representative could tell [redacted] he could keep the frozen products or throw them away, [redacted] became irate, yelling and threatening to contact the Revdex.com and Attorney General’s Office.   Shortly thereafter the phone call was disconnected. Nutrisystem sent [redacted] a return label (at no cost to him) to return the non-frozen food products to Nutrisystem at this time.
 
On March 1, 2016, [redacted] sent Nutrisystem an email indicating that he was going to throw the non-frozen food away unless Nutrisystem sent someone to pick up the package.   Nutrisystem replied to [redacted], indicating someone from [redacted] would pick up the package.   [redacted] was also informed that he was issued a full credit for the order that he received.  
 
Nutrisystem is not able to determine what was said between [redacted] and the representative he spoke with via chat.  Customer service is very important to us.   Nutrisystem does not wish to send unwanted products to its customers via “bait and switch” as [redacted] indicated.   Nutrisystem incurred the full cost of the order that was shipped to [redacted] when the refund was issued to him.  In addition, Nutrisystem incurred shipping and handling charges to ship the order and issue the [redacted] label to him. [redacted] will not be receiving any further shipments or contact from Nutrisystem in the future.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: Denise B[redacted]

I believe this is a completely trustworthy company. With all the support and healthy food that they offer, I know my husband and I will reach our weight goals, and will be better able to enjoy our retirement with friends and family, including 13 grandchildren. :) I have been depressed regarding our weight; now we are losing and I have hope again! Thank you, NutriSystem!

February 15, 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 5, 2016.
 
On January 12, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchase. You also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers  click to “submit their order”.  The terms and conditions of the auto-delivery program are also posted throughout the website.  The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page).  [redacted] submitted her order and agreed to the terms prior to purchasing.   [redacted]’ order was shipped to her on January 13, 2016.
 
[redacted] did not contact Nutrisystem within the 14 day Money Back Guarantee period to return her first order. She then called and cancelled her auto-delivery program before she received her second shipment and was then 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 [redacted]’ 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]
                                        ...⇄ Corporate Paralegal
 
Cc: [redacted]

February 29, 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 19, 2016.
 
On January 6, 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. They also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program are also posted throughout the website.  The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page).  [redacted] submitted his order and agreed to the terms prior to purchasing.   [redacted]’s order was shipped to him on January 8, 2016.
 
On January 28, 2016, [redacted] was sent an email indicating his next order was being shipped to him.   On January 31, 2016, [redacted] was shipped his next order.  
 
On February 18, 2016, [redacted]’s order was returned to Nutrisystem.  He was issued a partial credit in the amount of $305.99 for return order. [redacted] was charged $19.99 for the return label and the $99 cancellation fee in accordance with the terms and conditions of the Auto-Delivery program.  However, we value our customer’s input, and will take [redacted]’s input into consideration as we continually update and make our website more customer-friendly.  In the spirit of good consumer relations, Nutrisystem has issued a credit of $99 to [redacted].  [redacted] should see the credit applied to his account within 3-5 business days depending on his financial institution.   The $19.99 shipping charge will remain incurred by him.  We wish [redacted] continued success with his weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: [redacted]

[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]

They sent the orders late and they arrived when I was on vacation. I tried to call customer service, but I was put on hold for so long that I couldn't get through. So, I emailed customer service and got an email that said they would be in touch within 24-72 hours. The response was pathetic and didn't address my response.
I've been trying to cancel or, at a minimum, turn off the auto-processing. I've sent 2 emails to customer service asking them to cancel my account. To no surprise, another batch of the "ready to go" food was sent today. Their customer service is worse than I've ever had from a cable company.

Unfortunately, NutriSystem's customer service is horribly unprofessional and their disgusting food products should never have been purchased! I mistakenly ordered Nutri-system a couple months ago online and after I received the first order, another order within 3 weeks was charged & shipped and apparently I missed the email. I immediately called and explained that my first order had not been finished and I had no room in my freezer-(To which customer service suggested I use a neighbors freezer- REALLY?!) I also complained that I didn't approve the method of payment because when I initially ordered the food online I paid with Costco gift cards and wanted to do the same with this purchase even though I wasn't even expecting the food or ready for it. Initially, customer service said that would be fine to pay with Costco gift cards and they would NOT charge my card. (They get you on purpose with this ridiculous auto-shipment plan) When I called and asked to send the food back they told me I would have to pay $99 for cancelling early and could NOT return the frozen items so I would still have to pay for that. They also (at the time) did NOT allow me to change my payment method to the gift cards until I had my husband speak to the manager. I SHOULD have cancelled right then but instead I said I would keep the food this time even though they charged me an extra $139.00 & sent me 3 extra boxes of their chalky tasting shakes that hurt my stomach & gave me diarrhea. I called them back again and explained that I wanted to put all of my orders on hold until further notice because I had absolutely no room in my freezer to which I assumed was suffice. Just when I expected they would properly note my account, I get ANOTHER box in 3 weeks and charged another $378.00!! I called customer service once again and the agent said that she was the person who initially took my complaint the first time and that I never postponed my shipping account (LIES) She was condescending and said she always takes very thorough notes (apparently NOT because my husband can verify all of my previous conversations) and there was nothing they could do about the frozen food but I could pay another $20 to ship the other "dry box" back. She also further explained how I should get better at checking my personal emails regarding NutriSystem while on Thanksgiving vacation because she does. She also said she has an Amazon account that has direct pay and other accounts that she keeps up with on her email on a daily basis, so I should be expected to do the same. (Seriously lady? Since when is chastising your paying customer part of the complaint remedy method?) So, here I am left with 3 months worth of inedible, gross, fake tasting food and shakes that I didn't want and customer service has done NOTHING to help make this predicament better accept keep sending me more food that I DON'T want and charging me $996.00 in 90 days!!! They could have at least offered my money back or NOT shipped the frozen food since I haven't received it yet. (Though of course it is already conveniently in route as of today they said) I would highly recommend that nobody purchase this NutriSystem food product- you are better off saving money & eating REAL, NUTRITIOUS food and just hitting the gym. And Nutri-System can email me and write a review saying they have policies on all of this, etc but it doesn't negate the fact that they have numerous complaints regarding these issues and they are NOT doing anything to improve their policies and resolve these shipping dilemma's or their product quality. They also need to hire better professionals in the call center. All in all- that was $996.00 that was wasted in 90 days on a product that doesn't work. And now less money I have for my family's Christmas next month. Thanks Nutri-system, never again!! "Revdex.com" = Bad Policies, Bad Service, Bad Product

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]

[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] so they
 Complaint: [redacted]
I am rejecting this response because:  I received an email daily from nutri system so they do have my info. I have been saving them and they are really bogging dowm
my emails.  I just want them to remove me from their list. I will give it another 7 days.  please contact me then
Regards,
[redacted]

October 3, 2014
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] on September 16, 2014 was received in my office on September 17, 2014 and has been forwarded to me for response.
After reviewing **. [redacted]’s complaint I contacted our Customer Service Department to determine if they had a listing for **. [redacted] or his email address [redacted].   According to Nutrisystem’s records, **. [redacted] created a profile on Nutrisytem’s website on August 17, 2014 at 3:38pm.   This prompted Nutrisystem to begin sending marketing emails to **. [redacted] “on an established business relationship” under current Telemarketing Rules.   However, any request to unsubscribe from a customer is handled immediately, but it usually takes 7-10 day to go through our internal systems and update accordingly.  Nutrisystem customers’ are informed of the time it takes to be removed via a reply email once they unsubscribe from the site.
Nutrisystem has no record of **. [redacted] opting out of emails from Nutrisystem.  Nor does Nutrisystem have a record of **. [redacted] contacting Nutrisystem via telephone or email to request that Nutrisystem remove him from their email list.  Since receiving **. [redacted]’s complaint Nutrisystem has put **. [redacted] and his email address on its “Do Not Email” list.   We ask that **. [redacted] allow 7-10 business days for our internal systems to update accordingly.  
We apologize to **. [redacted] for any inconvenience this has caused him, please be assured that he will not be receiving any further emails from Nutrisystem.
If you have any further questions, please do not hesitate to contact me at ###-###-####, 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]

February 24, 2016
 
Revdex.com
of Metro WashingtonDC 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]

September 23, 2014
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: Ms. Alyssa Raiche
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear [redacted],
 
The complaint submitted by **. [redacted] on September 8, 2014 was received in my office on September 10, 2014 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on March 1, 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 she read and accepted the Terms and Conditions when she submitted her order for processing.  The checkout page also indicates that [redacted] received an auto-delivery discount on her order.  Please see the attached example of what [redacted] saw prior to submitting her order.  [redacted] was shipped her first order on March 5, 2014.
 
On March 29, 2014, [redacted] was sent an email indicting that the second order was being processed for her.   Nutrisystem was unable to obtain payment for this order and automated telephone calls were made to [redacted] to inform her of this.  Nutrisystem was unable to reach [redacted] and this order was cancelled. 
 
On April 26, 2014, [redacted] was sent an email indicating that Nutrisystem was processing an order for her.   Nutrisystem was unable to obtain payment for this order and automated telephone calls were made to [redacted] to inform her of this.  Nutrisystem was unable to reach [redacted] and this order was cancelled.  Nutrisystem records all calls for quality assurance and training purposes and has no record of [redacted] contacting Nutrisystem in April to cancel her auto-delivery.
 
On May 19, 2014, [redacted] contacted Nutrisystem and indicated she had a death in her family and requested that her next auto-delivery order be delayed. [redacted]’s second order was delayed until July 28, 2014. 
 
On July 24, 2014, [redacted] was sent an email indicating her order was being processed for her.  Nutrisystem was unable to obtain payment for this order and automated phone calls were made to [redacted] to inform her of this.  Nutrisystem was unable to reach [redacted] and this order was cancelled.
 
This continued through August 2014.
 
On September 16, 2014, [redacted] contacted Nutrisystem and indicated she wanted to cancel her program.  [redacted] was informed that she would be charged for the discount she received on her first order ($84.99) if she did not accept and pay for her second order under the terms and conditions of the auto-delivery program.    [redacted] indicated that she would not pay the charge and requested that Nutrisystem not contact her again.  [redacted]’s account was cancelled.  Nutrisystem did not obtain payment from [redacted].
 
As indicated above Nutrisystem was attempting to contact [redacted] because she enrolled in the Nutrisystem Auto-Delivery program and Nutrisystem was unable to obtain payment from her for her orders.   Under the terms and conditions of the Auto-Delivery Program that [redacted] enrolled in [redacted] was required to purchase two (2) orders in order to receive the discounted price that she received on her first order.  As indicated above this information is posted on the website and [redacted] indicated she agreed to the Terms and Conditions of the program when she submitted her order.  When [redacted] contacted the customer service department on September 16, 2013 and indicated she wanted to cancel her auto-delivery program her program was cancelled as requested.  [redacted] will not be receiving any further contact from Nutrisystem.    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
 
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]

I called to cancel the system and stated twice that I was going to start cooking myself. The representative asked me after how much weight I lost. I told her 5 lbs and then said I have been working out. She immediately exclaimed, in way to suggest that she was questioning my commitment to the program, "you've been working out?!" I said yes and she said, in a short chastising manner, "the average weight loss is 9 lbs". I felt, by her tone of voice, that she was purposefully trying to be unsympathetic and accusatory. She gave me her name: Daniel.
Customers should not have to be subjected to any representative's scolding just because they may feel that they aren't reprehensible.

December 12, 2016
 
Roman" size="3"> Revdex.coms
Of Metro Washington DC and Eastern Pennsylvania
Attention:  Ms. [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA  1910
 
RE:      [redacted] (ID #[redacted])
 
Dear Ms. [redacted],
 
The complaint submitted by Ms. [redacted] was received in my office on November 29, 2016.
 
On October 28, 2016, Ms. [redacted] purchased on-line 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 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 ###-###-#### 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).  Ms. [redacted] submitted her order and agreed to the terms and condition prior to her purchase.  
 
Ms. [redacted] received her non-frozen foods on November 2, 2016, followed by frozen food on November 3, 2016.  Ms. [redacted] called to cancel her second shipment on November 19, 2016.  Ms. [redacted] indicated that she decided to proceed with weight loss on her own.  Ms. [redacted] was then charged a $99 cancellation fee.  Ms. [redacted] is not due a refund for the charge.
 
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 email to [redacted].
 
             Sincerely,
          
Jacqueline M[redacted]
Corporate Paralegal

[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
[redacted]  [redacted]
 
[redacted]
 
The response filed by [redacted]. [redacted] was received on May 12, 2015 and has been forwarded to me for response. 
 
As indicated in my previous response, Nutrisystem has a Money Back Guarantee and a 30 day Return Policy.  Under the Money Back Guarantee, Nutrisystem customers can contact Nutrisystem within 14 days of delivery of their order and return the remaining non-frozen food to Nutrisystem for a full refund.  This is valid on new 28-day orders only and limited to one per customer. (Please see attached). Under the 30 day Return Policy, Nutrisystem customer s can return any unopened, non-frozen food item within 30 days of order delivery for a refund (less shipping) (Please see attached).   Nutrisystem cannot accept [redacted]’s food products that she has for return as it has been over two (2) months since her last order was shipped to her.   Once again, we wish [redacted] the best 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]

November 5, 2014
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] on October 23, 2014 was received in my office on October 24, 2014 and has been forwarded to me for response.
According to Nutrisystem’s records on January 9, 2014, **. [redacted] enrolled in the NutriSystem Auto-Delivery Program via 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 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.  **. [redacted] was shipped his first order on January 10, 2014.
On February 6, 2014 **. [redacted] was sent an email indicating his second order was being processed for him.   On February 9, 2014 **. [redacted] was shipped his second order.
After receiving his second order **. [redacted] went online and delayed his next Auto-Delivery order until May 7, 2014. 
On May 3, 2014 **. [redacted] was sent an email indicating his third order was being shipped to him.  On May 6, 2014 **. [redacted] was sent his third order.
After receiving his third order **. [redacted] went online and delayed his next Auto-Delivery order until July 31, 2014. 
On July 28, 2014 **. [redacted] was sent an email indicating his fourth order was being shipped to him.  On July 31, 2014 **. [redacted] was shipped his fourth order. 
**. [redacted] refused the fourth order that was shipped to him and it was returned to Nutrisystem.  **. [redacted] was issued a full refund in the amount of $299.99 for this order on August 14, 2014.
**. [redacted] again went online and delayed his next Auto-Delivery order until October 24, 2014.   On October 20, 2014 **. [redacted] was sent an email indicating his next order was being processed for him. 
On October 23, 2014 Nutrisystem received an email from **. [redacted] very similar to the complaint he filed with the Revdex.com.   The email indicated that he had tried to cancel Nutrisystem on three different occasions.  He asked that Nutrisystem cancel the current order and issue him a refund.   Nutrisystem responded on October 24, 2014 indicating that the order that was processing for him was cancelled as well as his Auto-Delivery Program.  **. [redacted] was given a confirmation number of[redacted]-[redacted]-[redacted]   **. [redacted] was informed that it could take up to five business days for the hold on **. [redacted] funds to be released by his banking institution.
Nutrisystem has no record of **. [redacted] contacting Nutrisystem to cancel his Auto-Delivery program prior to the email received on October 23, 2014.   As indicated above **. Sheffield’s Auto-Delivery Program was cancelled on October 24, 2014 as requested.  It is unclear as to why **. [redacted] indicated that the tried to cancel Nutrisystem on three different occasions, when Nutrisystem has no record of **. [redacted] contacting Nutrisystem prior to his email on October 23, 2014.    We wish **. [redacted] continued success with his weight loss goals.
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]

[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: In the three weeks since this complaint was sent to Nutri-System I have had no response...no acknowledgement, no call to discuss, and certainly no attempt to resolve.
Regards,
[redacted]

July 22, 2014
New Roman"> 
Revdex.com
of Metro WashingtonDC and Eastern Pennsylvania
Attn: **. [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA19103
 
Re:  [redacted]. [redacted], ID [redacted]
 
Dear **. [redacted],
 
The complaint submitted by **. [redacted]. [redacted] on July 3, 2014 was received in my office on July 7, 2014 and has been forwarded to me for response. 
 
According to Nutrisystem’s records, on March 17, 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.  **. [redacted] was shipped her first order on March 18, 2014.
 
 **. [redacted] went online through the Nutrisystem website and delayed her second order until May 30, 2014.   On May 26, 2014, **. [redacted] was sent an email indicating her second order was being shipped to her.  On June 2, 2014, **. [redacted] was shipped her second order.   Please see the attached screenshots from **. [redacted]’s account.
 
   On June 23, 2014 **. [redacted] was sent an email indicating her third order was being shipped to her.  Please see the screenshot below.
 
 On June 26, 2014, **. [redacted] was sent a second email confirming her order.   Shortly, thereafter **. [redacted] went on through the Nutrisystem website and delayed her next order from
July 25, 2014 to September 19, 2014.   Please see the attached screenshots. 
 
It is unclear as to why **. [redacted] would not have received the email that was sent to regarding her third order being sent to her.   Nutrisystem received no notice that the email notification to **. [redacted] failed.
 
On June 30, 2014, **. [redacted] contacted Nutrisystem and indicated she receive no email indicating that the third order was being shipped to her.  **. [redacted] indicated she would refuse the order.   The Customer Service Representative attempted to connect **. [redacted] to a supervisor, however **. [redacted] disconnected the call. 
 
Since receiving **. [redacted]’s complaint, Nutrisystem has contacted **. [redacted] and issued her a FedEx label to return the third order that was shipped to her (at no cost to her).   Once the order has been returned to Nutrisystem, a full credit in the amount of $279.99 will be issued to **. [redacted].   In addition, Nutrisystem has cancelled **. [redacted]’s Auto-Delivery program.  **. [redacted] will not be receiving any further orders from Nutrisystem.  
 
If you have any further questions about this, 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]