Nutrisystem, Inc.

I began the Nutrisystem program in March of 2014 with 30 lbs to lose. I began with the regular plan but upgraded so I could choose any shelf stable foods. I lost weight but got bored with the foods so upgraded so I could have 10 frozen foods for each meal per month. This really helped and eventually I upgraded to the Uniquely Yours plan.
After losing the weight I ordered food every 3-4 months (you have to call to put it off that long but they always did it without any problems). I continued to maintain and added more home cooked foods to my days. This has worked for me and using the portion sizes and eating patterns I learned on NS I am still maintaining without any problems. I also now love to workout which helps.
As for complaints about the autodelivery, it was very clear when I signed up so I am not sure how people didn't understand that they were getting a discount to commit to two orders. If you aren't sure you will stick with it, start with the QVC or Walmart box to see if you like the food then commit to the plan through NS if you think you can.

May 11, 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 Mr. [redacted] was received on April 27, 2016.
 
Our customers have the option to purchase a one-time order, an auto-delivery order or they can purchase a la carte items.   If our customer’s purchase a one-time order or a la carte order they do not receive the discounted price that our auto-delivery customers receive.   On March 4, 2016 Mr. [redacted] purchased the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a 35% discount off the full retail value of a 4-week plan with every auto-delivery purchase. They also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program have always been posted throughout the website (please see the attached page). However in response to customer complaints and inquiries Nutrisystem has added additional language and information throughout the website to make it clearer to our customers that they are choosing the Auto-Delivery program and agreeing to the terms and conditions of the program, including the $99 cancellation charge before they make their purchase.   Specifically, the auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page) and if the customer clicks on the Auto-Delivery option the benefits of auto-delivery as well as the cancellation fee are clearly stated (please see the attached page).  Mr. [redacted] submitted his order and agreed to the terms and condition prior to his purchase.   Mr. [redacted]’s order was shipped to him on March 8, 2016.
 
On March 25, 2016 Mr. [redacted] was sent an email indicating his second order was being processed for him.   On April 5, 2016 Mr. [redacted]’s second order was shipped to him.
 
On April 6, 2016, Mr. [redacted] contacted Nutrisystem via telephone. Nutrisystem records all calls for quality assurance and training purposes and has reviewed that call.    Mr. [redacted] requested that the representative recall the order that was in transit to him and indicated that he had only purchased a one-time order.   The representative reviewed Mr. [redacted]’s account and informed him that he enrolled in the auto-delivery program and his second order was already in transit to him.   The representative informed Mr. [redacted] that she could not recall the package and provided him with refusal instructions.   Mr. [redacted] was not properly informed that he would be charged a $99 cancellation charge and a return shipping charge of $19.99 if he chose not to accept the package and pay for it under the terms and conditions of the auto-delivery program.  We apologize that this information was not properly conveyed to Mr. [redacted].   Nutrisystem is issuing Mr. [redacted] a credit in the amount of $118.99 for the cancellation charge and return shipping.   Mr. [redacted] should see the credit applied to his account within 7-10 business days depending on his financial institution.   We wish Mr. [redacted] continued success with his weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to dd[redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: Denise B[redacted]

NUTRISYSTEM charged my credit card for a full order yet shipped only half of the order and did not ship the other half for at least 9 days. Customer service said "that is just the way it is done". I find it unacceptable that I pay for food that I cannot eat because it is not even shipped.

October 30, 2014

face="Times New Roman">
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 submitted by **. [redacted] on October 17, 2014 was received in my office on October 17, 2014 and has been forwarded to me for response. 
According to Nutrisystem’s records, on September 10, 2014 at 2:32pm **. [redacted] enrolled in the NutriSystem Auto-Delivery Program via the Nutrisystem website.  **. [redacted] contacted Nutrisystem via telephone at 9:44pm and indicated he wanted to update his address.   **. [redacted]’ address was updated in Nutrisystem’s database for future orders, however the original order that **. [redacted] placed was already in transit to the original address that **. [redacted] put in when he originally placed his order via the website.
On September 11, 2014 **. [redacted] contacted Nutrisystem indicating his order was being shipped to the wrong address.  Nutrisystem contacted the carrier and had the ready to go portion of the package re-routed to the updated address **. [redacted] provided.  The frozen portion of **. [redacted]’ order was cancelled and reshipped to the updated address that **. [redacted] provided.   **. [redacted] later contacted Nutrisystem and indicated he was no longer going to be at the updated address he provided.  Nutrisystem contacted the carrier again and requested the orders be returned to Nutrisystem.
**. [redacted]’ Autoship Program was cancelled on September 17, 2014.  On September 18, 2014 **. [redacted] was issued a full credit in the amount of $359.99 for the order that was returned to Nutrisystem.   **. [redacted] was not charged for the discount he received on his order ($109.60) as his first order was returned to Nutrisystem for a full credit.
**. [redacted] did file a dispute with his financial institution for the charge to his credit card in the amount of $359.99 on October 8, 2014 which Nutrisystem received.  However, Nutrisystem issued a refund to **. [redacted] on September 18, 2014 so it is unclear as to why he filed the dispute.   Nutrisystem will not be sending any further orders to **. [redacted] and we consider **. [redacted]’ account closed.
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]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

August 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], ID [redacted]
 
Dear [redacted]
 
The complaint submitted by **. [redacted] on August 14, 2014 was received in my office on August 14, 2014 and has been forwarded to me for response. 
 
According to Nutrisystem’s records, on May 11, 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 May 13, 2014.   According to [redacted] delivery records, the package was delivered to **. [redacted] on May 16, 2014.
 
  On June 8, 2014, **. [redacted] was sent an email indicating her second order was being shipped to her.   On June 12, 2014, **. [redacted] was shipped her second order.
 
On June 20, 2014, **. [redacted] contacted Nutrisystem and indicated she was not aware she was on Auto-Delivery and she wanted to return the second order that was shipped to her.  **. [redacted] was issued a return label and advised of the refund policy.   **. [redacted]’s Auto-Delivery program was also cancelled at this time.  
 
**. [redacted]’s order was returned to Nutrisystem on July 19, 2014 and **. [redacted] was issued a partial credit in the amount of $195.00.   **. [redacted] was charged for the discount she received on her first order ($84.99) because she did not accept and pay for her second order under the ter** of the Auto-Delivery program.
 
Nutrisystem does have a Money Back Guarantee.  The Money Back Guarantee (attached) is posted on the Nutrisystem website and included with all orders.  Nutrisystem clients can try the Nutrisystem program for 14 days.  If they are not completely satisfied they can contact Nutrisystem within 14 days of receiving their order and return it for a full refund of their purchase price.  Nutrisystem has no record of **. [redacted] contacting Nutrisystem within 14 days receipt of her order.   **. [redacted] contacted Nutrisystem after receiving her second order on June 20, 2014 and requested to return it and cancel her Auto-Delivery.   We are sorry that **. [redacted] was not satisfied with the program, but Nutrisystem cannot give her a refund for the first order she received.   However, Nutrisystem has issued **. [redacted] an additional credit in the amount of $84.99 to give her a full refund for the second order she returned.   **. [redacted] should see the credit applied to her account within 3-5 business days.  We wish **. [redacted] continued success with her weight loss goals.
 
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,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

My experience with Nutrisystem was bad. Co. reps use manipulative terms to get you into an on going charge on your credit card. When purchasing a weight loss system program I was told it would be a one time charge, how ever they used the word "automatic delivery" as an excuse to charge my credit card a second time. they do not use words such as; automatic monthly charge, or recurring charge after the first purchase. $254.99 the first time, and $284.99 the second time as a result of the first order. I was told it was a one time charge only but it was not the case. So they would only give me a refund minus 92.99 from the 284.99. They place a discount on the first for 254.99 and get you to commit to a second by saying only ounce "automatic charge" meaning your going to be charge the second for 284.99 . They hope you will either accept to pay the $284.99 the second time or risk loosing the $92.99 with a refund of 284.99 minus 92.99 which they will not refund

February 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 in my office on January 25, 2016.
 
We are sorry that [redacted] was not satisfied with the 5 Day Weight Loss Kit you purchased through the retailer [redacted].   [redacted] purchases these kits from Nutrisystem and [redacted] in turn sells them in their retail stores.  Nutrisystem does not accept these kits for return, nor can Nutrisystem issue [redacted] a refund for the kit.  The Nutrisystem money back guarantee applies to our customers’ first 28 day orders.  Please see the money back guarantee attached.   As with most retail purchases, [redacted] will have to return the kit to a [redacted] location to exchange or return it and their return/exchange policy will apply. 
 
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]

There aren't enough words to describe how Nutrisystem has changed my life. I have lost weight with NS when everything else failed for me. I weighed 186 pounds and tried everything to lose it. After 3 months on NS I had lost 26 pounds and although this may not seem like a lot it meant the world to me! The next couple months I stayed at my same weight because I had to take steroids for an allergy...causing me to eat more. Fortunately, I stayed on NS & I didn't gain any back. Now I'm back on track and losing again. Its so easy...food is great, and convenient.

April 15, 2015
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: [redacted]. [redacted], ID [redacted]
      
Dear Mr. [redacted],
The complaint submitted by Ms. [redacted]. [redacted] was received in my office on April 1, 2015 and has been forwarded to me for response.
According to Nutrisystem’s records on March 10, 2015, Ms. [redacted] enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website.   Ms. [redacted] paid for her order totally $279.99 through a combination of gift cards and her credit cards. $200.00 was paid with gift cards and the balance of $79.99 was charged to Ms. [redacted]’s credit card.    Shortly after Ms. [redacted] placed her order online, Ms. [redacted] contacted Nutrisystem and cancelled her order.  Ms. [redacted] indicated to the representative she spoke with that she wanted to customize a new order.   The representative that Ms. [redacted] spoke with placed a new customized order for Ms. [redacted] however, in error the representative failed to apply the re-apply the gift cards that Ms. [redacted] had originally applied to her first order to the second order.   Ms. [redacted] was shipped her customized order on March 16, 2015 and she was charged $279.99 to her credit card.
On March 17, 2015, Ms. [redacted] contacted Nutrisystem to indicate that her gift cards had not been applied to her order.   The representative that Ms. [redacted] spoke with informed Ms. [redacted] that she would credit the $200.00 back to her [redacted] account, however the representative failed to issue the credit.
Ms. [redacted] contacted Nutrisystem again on March 24, 2015 regarding the credit to her account.   Her call was escalated to a supervisor who submitted the credit of $200.00 for approval to Ms. [redacted]’s credit card.   On March 31, 2105, a credit of $200.00 was issued to Ms. [redacted]’s credit card.
Nutrisystem apologizes to Ms. [redacted] for the payment issue and for the delays in getting the credit applied to her account. Ms. [redacted] was issued a credit of $200.00 on March 31, 2105 as indicated above.  It usually takes our customers 5-7 business days to see the credits applied to their accounts depending on their financial institution.  Ms. [redacted] should be in receipt of the credit at this time.   We wish Ms. [redacted] continued success with her weight loss goals.
  
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,
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
Cc: Denise B[redacted]

August 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 August 17, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on June 20, 2015 [redacted] enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website. [redacted] did not order a one-month supply of the Nutrisystem Program.  With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 2 shipments. Customers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel.  Customers are sent an e-mail reminder or given a telephone call when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery.   The Terms and Conditions of the Auto-Delivery Program are posted on the website where [redacted] enrolled in the program.  [redacted] indicated that she read and accepted the Terms and Conditions when she submitted her order for processing. [redacted]’s first order was shipped to her on June 22, 2015.
 
On June 22, 2015, [redacted] went on the Nutrisystem website and delayed her second order until September 11, 2015. 
 
On August 14, 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]’s Auto-Delivery Program was not cancelled at this time, no charges were made to her account.
 
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.  [redacted] was aware that she enrolled in the Auto-Delivery Program. However, in the spirit of good consumer relations Nutrisystem has cancelled [redacted]’s Auto-Delivery Program and waived the charge for the discount she received on her first order. 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]

May 22, 2014
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: Mr. Philip Moskowitz
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
       
Dear [redacted],
 
The complaint submitted by **. [redacted] on May 9, 2014 was received in my office on May 13, 2014 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on March 5, 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 7, 2014.
 
On May 1, 2014, **. [redacted] contacted Nutrisystem via email and indicated she wanted to cancel her Auto-Delivery Program.  The Customer Service Department contacted **. [redacted] via telephone on two (2) occasions and left voice messages for her.  **. [redacted] was informed that she would be charged for the discount she received on her first order ($64.00) if she cancelled her Auto-Delivery Program before accepting and paying for her second order. 
 
On May 2, 2014, the Customer Service Department cancelled **. [redacted]’ Auto-Delivery Program and charged her for the discount she received on her first order ($64.00).
 
On May 5, 2014, **. [redacted] contacted Nutrisystem via email indicating that she had finished the 28 day program and was not satisfied with the food or results and wanted a refund.  **. [redacted] was informed that Nutrisystem has a 14 day Money Back Guarantee, but that she was not eligible for it because she did not contact Nutrisystem within 14 days receipt of her order.   **. [redacted] was also informed that she was charged $64.00 for the discount she received on her first order because she did not accept and pay for her second order.
 
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 $64.00 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]

March 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 February 29, 2016.
 
On February 16, 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, 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 of the auto-delivery program are also posted throughout the website. [redacted] submitted his order and agreed to the terms prior to purchasing.   [redacted]’s order was shipped to him on February 17, 2016.
 
As with all customer service departments, there will be times when the call volume is higher or lower.  When the call volume is higher, our customers may wait a little longer to reach a representative.  However, Nutrisystem continuously monitors telephone hold time to ensure customer satisfaction.  According to Nutrisystem’s records [redacted] called the customer service department on March 26, 2016 to cancel his Auto-Delivery Program.   Nutrisystem was experiencing an unusually high call volume that day and [redacted] waited for 36 minutes before his call was answered. We apologize to [redacted] for the delay in getting his call answered. It is highly unusual that our customers have to wait that long for their call to be answered.   [redacted]’s call was ultimately answered and he did speak to a customer service representative to cancel his Auto-Delivery Program.  Nutrisystem reviewed this call.   [redacted] did inquire about returning the non-frozen products he had for a refund under the Money Back Guarantee.   However, after discussing his options with the representative he ultimately decided to keep the first order he received.  The customer service representative agreed to waive the $99 cancellation fee and apologized for the delay in getting [redacted]’s call answered.   Based on the telephone call review, it appears that [redacted] was not satisfied with the call wait time, but he was satisfied with the outcome of the call.   If this is not the case, we ask that [redacted] respond to us through the Revdex.com and someone from the Customer Service Department will contact him within 2 business days. 
 
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]

the worst, most disorganized, poorly run company I have ever spdealth with in 50 years. I placed an order , verified it 4.times addres, etc. and bc they send no shpin notices or details of shipment .... not that their cus serv pople have any idea of what contact means! Still .... on a $50+ order of cinnamon rolls they sent thm to an address I was at in 1999, I got no apologies , spent 4 hrs trying to find a sollution bc they argued the pckage was left at the front door..... didn't say the front door of avery OLD address. The tried to send another one but would not overnight it bcthey didn't know how to do that .... even though this order was frozen items!! 7 days turn around for frozen items!, Real healthy , huh! I asked for a refund of $50+which I have not seen in my bank acct. The$50 was for 16 cinnamon rolls each 2"x2". ($3 a piece,) not a very good deal with a very disreputable company!

July 1, 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 June 15, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on May 23, 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 May 27, 2015.
 
On June 14, 2015, [redacted] emailed Nutrisystem to request that his Auto-Delivery Program be cancelled.  [redacted] was informed via email that he would be charged for the discount he received on his first order ($112.10) if he chose to cancel before accepting and paying for his second order.   [redacted] later contacted Nutrisystem by telephone and spoke to a supervisor who agreed to waive the charge.  [redacted]’s Auto-Delivery program was cancelled at this time.
 
It is unclear as to why [redacted] filed a complaint with the Revdex.com.   [redacted]’s Auto-Delivery Program was cancelled and the fee was waived as he requested.   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]

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[redacted]
 
The complaint filed by [redacted] was received in my office on April 28, 2015 and has been forwarded to me for response. 
 
According to Nutrisystem’s records, on January 31, 2015 [redacted] enrolled in the NutriSystem Auto-Delivery Program.   With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 2 shipments. Customers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel.  Customers are sent an e-mail reminder or given a telephone call when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery.   The Terms and Conditions of the Auto-Delivery Program are posted on the website where [redacted] enrolled in the program.   [redacted] indicated that she read and accepted the Terms and Conditions when she submitted her order for processing.  [redacted] was shipped and charged for her first order in the amount of $279.99 on February 3, 2015.
 
[redacted] contacted Nutrisystem on February 5, 2015 indicating she had just received her order.   A weight loss counselor reviewed the program and food items with [redacted] at this time.
 
On February 14, 2015, [redacted] contacted Nutrisystem to return the first order that was shipped to her.  [redacted] was provided with return instructions.   [redacted] also enrolled in the Nutrisystem Select Auto-Delivery Program at this time, which is the frozen food product line that Nutrisystem has available.   [redacted] was shipped her first frozen order on February 17, 2015.  
 
On March 12, 2015 [redacted] was sent an email indicating her second order was being processed for her.  On March 15, 2015, [redacted] was shipped her second order. 
 
On March 25, 2015, [redacted] contacted Nutrisystem and spoke to a weight loss counselor.  [redacted] indicated she had lost inches, but no weight.   The counselor reviewed [redacted]’s food history and made several recommendations to [redacted] to help her.
 
On April 11, 2015, [redacted] contacted Nutrisystem and cancelled her Auto-Delivery Program.  
 
We are sorry to hear that [redacted] is not happy with her weight loss.  Nutrisystem has two different policies in place for our customers to get a refund in the event that they are not happy with the program.  NutriSystem offers a money back guarantee in which our customers can try our foods for a week and if they are not satisfied for any reason they can return the remaining weeks of food for a full refund, less shipping.  Nutrisystem also offers a Return Policy in which our customers can return any unopened food item within 30 days of receipt of their order for a full refund, less shipping (I have enclosed copies of these policies for your review). Nutrisystem does not guarantee or offer a refund to our customers in the event that they do not lose weight, as we cannot verify whether our clients have adhered to the program.   We cannot offer [redacted] a refund because she claimed she did not lose any weight on the program.  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]
                                        ...⇄                         Corporate Paralegal
 
[redacted]

Starting service is simple, quitting is a whole different matter. You can adjust or delay an order online but NOT cancel. I already got a send month order without means to cancel. Now to cancel whole account took calls and transfer to three people and nearly half an hour! Ridiculous.

After several attempts to cancel future orders from Nutrisystems, Inc., they still call and send emails that they will send more products. I have made 5 attempts through emails, on-line chat sites and phone calls to stop their harassment without success. They are a scam and should be penalized for the way the treat customers.

January 20, 2015Dear [redacted],The complaint filed by [redacted] was received on January 8, 2015 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 jonathan203)comeast.net. [redacted]'s email address is not registered with Nutrisystem and Nutrisystem has no profile for [redacted] in its database. Based on the information that [redacted] provided, it appears that he received an email from a third party which contains some type of Nutrisystem promotional offer.[redacted] originally contacted our Customer Service Department and spoke with Ms. Emily D[redacted], Unfortunately, [redacted] was misinformed by Ms. D[redacted] that Nutrisystem purchases email addresses from other companies. We apologize that [redacted] was provided with this incorrect information. When learning this, Mr. Tom T[redacted], (Ms. D[redacted]'s supervisor) contacted [redacted] explaining how third parties send emails to their own customers containing Nutrisystem promotions. We have called and emailed (with his permission) [redacted] to request a copy of the email he received. As of the date hereof, we have not received anything from [redacted].If [redacted] can forward the email to me or the Customer Service associate who has been I. working with him, we would be in a better position to determine the identity of the third party. .. In the meantime, Nutrisystem has placed [redacted]'s email address on its own “Do Not Email” list,
If you have any further questions, please do not hesitate to contact me at [redacted], or by email to [redacted], or you may write me at the address set forth above.Sincerely,
Denise B
Senior Director Legal & Corporate Compliance

January 15, 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 January 4, 2016.
 
According to Nutrisystem’s records, on December 1, 2016 **. [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 ###-###-####.  Nutrisystem offers both ready to go and frozen food options.  **. [redacted] purchased both ready to go and frozen options.  The Terms and Conditions of the Auto-Delivery Program are posted on the website. **. [redacted] was shipped her first order on December 3, 2015.
 
On January 1, 2015, **. [redacted] contacted Nutrisystem to cancel her program.  **. [redacted] indicated that she did not like the foods and the representative informed her that she could return them for a refund.  **. [redacted] indicated that she had thrown them away.   **. [redacted] made no mention of becoming ill while on the diet program. The representative then informed **. [redacted] that she would be charged for the discount she received on her first order ($99.00) if she decided to cancel the program and failed to return the unused food products she had.  **. [redacted]’s program was cancelled and she was charged $99.00. 
 
Nutrisystem has both a 14 day Money Back Guarantee and a 30 day return policy (attached for your review).   This information is clearly posted on the website and included with every order.  The Money Back Guarantee and Return Policy clearly state that the unused food products must be returned in order to obtain a refund.   It is unclear as to why **. [redacted] did not retain the food products she received to return them for a refund.   Nutrisystem cannot offer **. [redacted] a refund for the order that she received because she did not return anything.  However, in the spirit of good consumer relations Nutrisystem issued **. [redacted] a credit for the $99.00 charge that was made to her account. **. [redacted] should see the credit applied within 5-7 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]