Nutrisystem, Inc.

April 26, 2016
 
Better...

Business Bureau
Of Metro Washington DC and Eastern Pennsylvania
Attn: Ms. [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
 
Dear Ms. [redacted],
 
The complaint submitted by Ms. [redacted] was received on April 8, 2016.
 
On March 25, 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).  Ms. [redacted] submitted her order and agreed to the terms prior to purchasing.   Ms. [redacted]’s order was shipped to her on March 28, 2016.
 
On April 6, 2016, Ms. [redacted] contacted Nutrisystem to cancel her Auto-Delivery program prior to the purchase of her second order.   The representative that Ms. [redacted] spoke with informed her that she would be charged the $99 early cancellation fee in accordance with the terms and conditions of her purchase of the 4-week auto-delivery program.  Ms. [redacted]’s auto-delivery program was cancelled and she was charged the $99 cancellation fee.  
 
After receiving Ms. [redacted]’s complaint, we reviewed Ms. [redacted]’s order history and her account to try and determine what happened after the cancellation of Ms. [redacted]’s Auto-Delivery program on April 6, 2016.   The representative that spoke with Ms. [redacted] on April 6, 2016 cancelled Ms. [redacted]’s account and then spoke with another customer immediately after speaking to Ms. [redacted].   The customer wanted to reactivate her Auto-Delivery program and the representative erroneously reactivated Ms. [redacted]’s Auto-Delivery program, rather than the customer’s account that she was speaking with.  Ms. [redacted]’s Auto-Delivery program was subsequently reactivated and a shipment started to process for her.  An email was sent to Ms. [redacted] on April 8, 2016 when the order began to be processed and shipped to her.  Ms. [redacted] was shipped the ready to go portion of her order on April 8, 2016.   The frozen portion was cancelled when Ms. [redacted] contacted Nutrisystem on April 8, 2016.  
 
We apologize to Ms. [redacted] for the errors that occurred after she cancelled her account on April 6, 2016.   Nutrisystem issued a full credit in the amount of $304.14 for the order that was erroneously shipped to Ms. [redacted] (the food products are hers to keep) and in the spirit of good consumer relations we have issued Ms. [redacted] a refund for the $99 cancellation fee that was charged to her.  We wish Ms. [redacted] continued success with her weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: Denise B[redacted]

February 29, 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 February 16, 2016.
 
According to Nutrisystem’s records, on June 27, 2015 **. [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. 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 ###-###-####.  The Terms and Conditions of the Auto-Delivery Program are posted on the website and **. [redacted] was informed of these terms when she enrolled in the program.   **. [redacted] was shipped her first order on June 29, 2015 and she continued to receive orders on a monthly basis.
 
On January 24, 2016, **. [redacted] sent Nutrisystem an email requesting the cancellation of her program. Nutrisystem responded to **. [redacted]’s email on January 26, 2015, indicating that she would need to call Nutrisystem at ###-###-#### to cancel her program.  **. [redacted] did not call Nutrisystem and **. [redacted] was shipped her next order on February 2, 2015.
 
On February 4, 2016, **. [redacted] contacted Nutrisystem via telephone and requested the cancellation of her program. **. [redacted] also indicated she wanted to return the last order that was shipped to her. **. [redacted] requested a label to return the order to Nutrisystem as she indicated she was unable to return the box to a [redacted] location.   **. [redacted] was issued a [redacted] label at no cost to her and she was informed to contact Nutrisystem once the package was picked up so that Nutrisystem could initiate the refund to her.  
 
On February 10, 2016 **. [redacted] contacted Nutrisystem, indicating the package had been picked up. However, Nutrisystem was unable to verify that the package had been picked up using the tracking information and was unable to initiate the refund to **. [redacted] at that time.  The package was ultimately returned to Nutrisystem and Nutrisystem issued **. [redacted] a full credit in the amount of $254.95 on February 25, 2016.  **. [redacted] should be in receipt of the credit at this time.  We apologize to **. [redacted] for any delay in getting the credit issued to her account, it is unclear as to why [redacted] did not show the tracking number and package as being returning to Nutrisystem initially.  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]

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 19, 2014 was received in my office on April 21, 2014 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on March 29, 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.  Please see the attached example of what **. [redacted] saw prior to submitting her order.  **. [redacted] was shipped her first order on March 31, 2014.
 
On April 19, 2014, **. [redacted] contacted Nutrisystem and indicated she wanted to cancel  her Auto-Delivery Program.  **. [redacted] was informed that she would be charged for the discount she received on her first order ($84.99) if she cancelled her Auto-Delivery Program before accepting and paying for her second order.  **. [redacted] Auto-Delivery Program was cancelled and **. [redacted] was charged $84.99 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 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.  However, in the spirit of good consumer relations Nutrisystem has issued **. [redacted] a credit in the amount of $84.99 for the charges that were made to her account.  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]

February 18, 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. 
 
[redacted] enrolled in the Nutrisystem auto-delivery program via the website www.nutrisystem.com on January 6, 2016.   [redacted] purchased the Uniquely Yours customized program which includes both frozen and ready to go food products.   The frozen and ready to go products are shipped separately to our customers.   [redacted]’s frozen products were shipped to him on January 13, 2016.    [redacted]’s ready to go items should have been shipped to him on or around the same date.  
 
Nutrisystem utilizes a third party - [redacted] to ship our products to our customers.   Nutrisystem was not aware that [redacted] did not receive his ready to go products until he contacted Nutrisystem via telephone on February 2, 2016.   Nutrisystem records all calls for quality assurance and training purposes and reviewed the call when [redacted] contacted Nutrisystem about his missing products.   The customer service representative that [redacted] spoke with apologized for the delay and provided [redacted] with the [redacted] tracking number for the package. The customer service representative informed [redacted] that she saw that [redacted] received the package, but she didn’t have any other information.  The Customer Service Representative informed [redacted] that he could contact [redacted] directly.   She offered to delay [redacted]’s next shipment and she informed him that she could reship order if it was lost.   The customer service representative delayed [redacted]’s next shipment and thanked [redacted] for his patience.   [redacted] later contacted Nutrisystem and indicated that [redacted] informed him that they never received his package, they only received a label.  The customer service representative apologized and submitted a request to have the order reshipped to [redacted].  The order was delivered to [redacted] on February 9, 2016.  
 
We apologize to [redacted] regarding the shipping problems he experienced with the ready to go portion of his order.   Nutrisystem is investigating this matter.   Mr.  Lavelle contacted Nutrisystem and cancelled his auto-delivery program on February 7, 2016 and [redacted] was also sent the missing food products that he did not receive.   If [redacted] is not satisfied with the ready to go products he received he can contact the customer service department at ###-###-#### to return them for a refund in accordance with the Nutrisystem return policy.   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]

March 9, 2016
face="Times New Roman"> 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: Ms. [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear Ms. [redacted],
 
The complaint submitted by Ms. [redacted] was received in my office on April 25, 2016.
 
After reviewing Ms. [redacted]’s complaint I contacted our Customer Service Department to determine if they had a listing for Ms. [redacted] or her email address [email protected].   According to Nutrisystem’s records, Ms. [redacted] provided personal information on the Nutrisystem website on January 4, 2016 in order to receive feedback from Nutrisystem regarding, for example, her BMI.   The website then created a profile (data record) for Ms. [redacted].   Ms. [redacted] visited the Nutrisystem website on more than one occasion and requested feedback from Nutrisystem, and multiple data records or profiles were created for her.  This prompted Nutrisystem to add Ms. [redacted]’s email address to its marketing list. 
 
Nutrisystem received one email from Ms. [redacted] dated April 1, 2016 requesting that she be removed from the Nutrisystem database.  Ms. [redacted]’s email was reviewed by Nutrisystem on April 2, 2016 and her email address was added to the Nutrisystem Do Not Email list on April 8, 2016.   We ask that our customers allow 7-10 business days to go through our internal systems and update accordingly.   Ms. [redacted] should not be receiving any further emails from Nutrisystem at this time.   We apologize to Ms. [redacted] for any inconvenience the receipt of these emails has caused her and we wish her all the best.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: Denise B[redacted]

I have had multiple calls from Nutrisystem marketing people. I have asked them on 12 occasions to take me off their list and that I am not interested. They continue to call and harass me. They called yesterday and they called again today. I am tired of telling their representatives to not call me any more. What do I have to do to get them to quit calling me. Enough is enough.

Deceptive financial arrangements and uncooperative in resolving a complaint.

[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.] they have gone out of their way with calls and memos from headquarters
it was simply impatience and misunderstanding on my part snow storms in the east cause the company much problems
the product is great and one special person MS FELICIA kept in contact with me   instead an A rating they should get a five A rating
thanks to all
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]

January 15, 2016
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear [redacted],
 
The complaint submitted by [redacted] was received in my office on January 4, 2016..
 
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]@[redacted].com.  According to Nutrisystem’s records, [redacted] created a customer profile with Nutrisystem on July 13, 2011. When [redacted] created his customer profile this prompted Nutrisystem to begin sending emails to [redacted] “on an established business relationship” under current Telemarketing Rules.
 
Nutrisystem has no record of [redacted] contacting Nutrisystem by email, telephone or mail to request to be removed from the Nutrisystem database.  Since receiving [redacted]’s complaint, Nutrisystem has removed [redacted]’s email address from the database.   We ask that [redacted] allow 7-10 business days to go through our internal systems and update accordingly.   We apologize to [redacted] for any inconvenience the emails have caused him and we wish him 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]

A little over a week ago I signed up for the Nutrisystem program. It was suggested that a new customer should start with the basic program, which I did. The food received was not good & I did not care for any of it. I contacted them to cancel and was told that I would have to pay a $99.00 cancelation fee. I do not think that this is a fair practice at all. You should be able to cancel any future orders of something you don't like and NOT be charged for it. BAD BUSINESS PRACTICE!!!

May 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 May 15, 2015 and has been forwarded to me for response.
According to Nutrisystem’s records, on March 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 March 5, 2015.
On March 31, 2015 [redacted] contacted Nutrisystem and indicated she wanted to return some of the food products she received.   [redacted] was provide with an RMA number and return instructions at this time.   [redacted] returned some of her unused food items and on April 14, 2015, [redacted] was issued a credit in the amount of $72.61 for the food items she returned.
On May 11, 2015, [redacted] contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery Program.  [redacted] was charged for the discount she received on her first order ($84.99) at this time.
On May 15, 2015, [redacted] contacted Nutrisystem because she wanted to exchange some of the food products she retained.  [redacted] was informed that she was outside of the 30 day exchange policy and Nutrisystem could not accept her food products for exchange.     
Nutrisystem has a Money Back Guarantee, Return Policy and Exchange Policy in place.   Under the Money Back Guarantee (attached for your reference), customers can contact Nutrisystem within 14 days receipt of their order and return their unused food products for a full refund.   Under the Exchange Policy (attached for your reference), customers can contact Nutrisystem within 30 days receipt of their order to return any unused food products for exchange.   Nutrisystem cannot accept any unused food products from [redacted] as she is well outside of Nutrisytem’s 30 day Exchange Policy.   However, because [redacted] contacted Nutrisystem within 14 days receipt of her order to return some of the unused food products, [redacted]’s Auto-Delivery Program should have been cancelled without having to pay for the discount she received on first order ($84.99).   We apologize to [redacted] for this error.   Nutrisystem has issued a refund in the amount of $84.99 to [redacted].   [redacted] should see the credit applied to her account within 7-10 days depending on her banking institution.  
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]

[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]

April 21, 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 April 5, 2014 was received in my office on April 11, 2014 and has been forwarded to me for response.
 
On April 9, 2014, Nutrisystem was contacted by the [redacted] Police Department indicating **. [redacted]’s credit card had been used to fraudulently place an order from Nutrisystem.   Nutrisystem searched its database and determined that the credit card number that **. [redacted] provided to the [redacted] Police Department was used to place an order from Nutrisystem. The order was shipped to the recipient on December 19, 2013.   The order was not sent to **. [redacted] or the address she provided in her complaint and the order was not returned to Nutrisystem.  Nutrisystem sent the order to the recipient in good faith and was not aware that the order was fraudulent until Nutrisystem was contacted by the [redacted] Police Department.   Based on the request from the [redacted] Police Department they have identified two (2) suspects in the case.  Nutrisystem provided the [redacted] Police Department with all of the records that Nutrisystem has on file in connection with **. [redacted]’s credit card on April 15, 2014 to aide them in their investigation.  
 
Nutrisystem cannot issue **. [redacted] a refund as the order was sent to the recipient in good faith and was not returned to Nutrisystem.   As with most retail businesses, **. [redacted] will need to contact her credit card institution directly and inform them that fraudulent charges were made to her account.   Most credit card companies have departments dedicated to fraud and fraud prevention to assist their customers.  
 
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]

February 23, 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 February 5, 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 22, 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 he read and accepted the Terms and Conditions when he submitted his order for processing. The checkout page also clearly indicates that **. [redacted] received an auto-delivery discount on his order. Please see the attached example of what **. [redacted] saw prior to submitting his order.  **. [redacted] was shipped is first order on January 22, 2015.
On February 4, 2014 **. [redacted] contacted Nutrisystem and indicated he wanted to cancel his Auto-Delivery program.  **. [redacted] was informed he would be charged for the discount he received on his first order ($109.60) if he chose to cancel his Auto-Delivery program before accepting and paying for his second order.  **. [redacted]’s Auto-Delivery Program was cancelled and he was charged for the discount he received on his first order ($109.60). 
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.  As indicated above this information is posted on the website and **. [redacted] indicated he agreed to the Terms and Conditions of the program when he submitted his order.  However, in the spirit of good consumer relations Nutrisystem has issued **. [redacted] a refund for the discount he was charged in the amount of $109.60.   **. [redacted] should see the credit applied to his account within 5-7 business days depending on his banking 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]

December 16, 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 December 8, 2015.
 
According to Nutrisystem’s records, on September 20, 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 September 21, 2015.
 
[redacted] delayed her second order and ultimately contacted Nutrisystem on December 7, 2015 to cancel her Auto-Delivery program.  [redacted] was informed that she would be charged for the discount she received on her first order if she chose not to accept and pay for the second order that was shipped to her.  [redacted] indicated she would call back to cancel and change the credit card on file.
 
[redacted] later contacted Nutrisystem on December 7, 2015 to cancel her Auto-Delivery program.   [redacted] indicated she was not aware of the charge and only wanted one month’s of food.   The representative [redacted] spoke with cancelled her Auto-Delivery program and waived the fee associated with the cancellation.   It is unclear as to why [redacted] filed this complaint as the fee was waived and her program has been 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]

December 21, 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 December 9, 2015.
 
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].com.   According to Nutrisystem’s records, [redacted] created a customer profile with Nutrisystem on January 6, 2014. When [redacted] created his customer profile this prompted Nutrisystem to begin sending emails to [redacted] “on an established business relationship” under current Telemarketing Rules.
 
Nutrisystem has no record of [redacted] contacting Nutrisystem by email, telephone or mail to request to be removed from the Nutrisystem database.  Since receiving [redacted]’s complaint, Nutrisystem has removed [redacted]’s email address from the database.   We ask that [redacted] allow 7-10 business days to go through our internal systems and update accordingly.   We apologize to [redacted] for any inconvenience the emails have caused him and we wish him 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]

October 7, 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 September 22, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on September 10, 2015 [redacted] purchased the 28-Day Uniquely Yours Auto-Delivery Program at www.nutrisystem.com.  This program contains both ready-to-go food products and frozen food products, each of which are shipped separately. 
 
Nutrisystem provides its customers with numerous 800 numbers to call Nutrisystem for any and all reasons including, but not limited to, refunds, weight loss counseling, questions on their order (edit, customize, cancel or delay) food product, nutritional counseling etc. By using any of the numerous 800 numbers, the customer will be routed to the proper department for the customer’s particular issue. These numbers are posted throughout our website and two numbers are also included with **. [redacted]’s packslip in his first order (attached), and in his welcome packet.  [redacted] was shipped his ready-to-go food products on September 11, 2015, however the frozen products had not yet been shipped when [redacted] cancelled.
 
Nutrisystem does not have any record that [redacted] called Nutrisystem on September 19, 2015.  Rather, on September 19, 2015 [redacted] emailed Nutrisystem at [email protected] requesting information on how to cancel his Auto-Delivery Program.   A customer service representative emailed [redacted] the same day providing him with the 800 number to call and cancel. 
 
On September 20, 2015, [redacted] called Nutrisystem and spoke to a customer service representative.  **. [redacted]’s Auto-Delivery program was cancelled and the frozen portion of his order that was not shipped out to him was also cancelled at this time.  [redacted] was provided a [redacted] label to return his unused food product and he was provided with a cancellation confirmation number at that time.
 
**. [redacted]’s order was returned to Nutrisystem on September 30, 2015 and he was issued a full credit in the amount of $359.98.  Nutrisystem waived the $19.99 return shipping charge. 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]

Nutrisysyem needs to be more forth coming with the fact that the minimum enrollment is two months. It needs to be written somewhere besides the fine print especially since you do not even blindly have to click on 'I agree to all terms.'

Nutrisystem does not do a very good job of making sure that refunds are completed within the "14 days" as noted on the web site. My daughter and I both sent back orders on June 27 and these were received in the NutriSystem facility on July 2 (per my tracking of the shipments). My order was credited back to my credit card on July 7. However, as of July 21 (the 14th BUSINESS day of receipt of the merchandise), my daughter's order had not been credited back. It took a call on July 22 to supposedly "push" the credit through. What a joke. As of today, July 23, I am being told that it could be an additional 3-5 business days before this credit shows up on my credit card statement and that it is my responsibility to check with my financial institution (which I have already done today). So much for the "guaranteed 14-day policy"!!!!!!

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 3, 2016.
 
On January 12, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchase. You also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program are also posted throughout the website.  The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page).  [redacted] submitted his order and agreed to the terms prior to purchasing.   [redacted]’s order was shipped to him on February 13, 2016.
 
We are sorry to hear that [redacted] was not satisfied with the Turbo 10 product.   Nutrisystem offers a 14 day money back guarantee in the event our customers are not satisfied with the products they received.  Please see attached.  [redacted] did not contact Nutrisystem within the 14 day Money Back Guarantee period to return his first order. He then called and cancelled his auto-delivery program before he received his second shipment and was then charged the $99 early cancellation fee in accordance with the terms and conditions of his purchase of the 4-week auto-delivery program.  However, we value our customer’s input, and will take [redacted]’s input into consideration as we continually update and make our website more customer-friendly.  In the spirit of good consumer relations, Nutrisystem has issued a credit of $99 to [redacted].  [redacted] should see the credit applied to his account within 3-5 business days depending on his financial institution.   We wish [redacted] continued success with his weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: [redacted]