Nutrisystem, Inc.

March 11, 2015
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: Mr. [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: [redacted], ID [redacted]
      
Dear Mr. [redacted],
The complaint submitted by Ms. [redacted] was received on March 3, 2015 and has been forwarded to me for response.
According to Nutrisystem’s records, on January 14, 2014 Ms. [redacted] enrolled in the NutriSystem Auto-Delivery Program.   With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 2 shipments. Customers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel.  Customers are sent an e-mail reminder or given a telephone call when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery.   The Terms and Conditions of the Auto-Delivery Program are posted on the website where Ms. [redacted] enrolled in the program.  Ms. [redacted] indicated that she read and accepted the Terms and Conditions when she submitted her order for processing.   Ms. [redacted] was shipped her first order on January 14, 2015. 
On January 28, 2015 Ms. [redacted] contacted Nutrisystem and indicated she needed to delay her second order due to a family emergency.  Ms. [redacted]’s Auto-Delivery was delayed until April 2, 2015.  
On February 23, 2015, Ms. [redacted] contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery Program.  The customer service representative informed Ms. [redacted] she would be charged for the discount she received on her first order ($96.99) if she chose to cancel her Auto-Delivery program before accepting and paying for her second order.  Ms. [redacted]’s Auto-Delivery Program was cancelled and she was charged for the discount she received on her first order ($96.99). 
Under the terms and conditions of the Auto-Delivery Program that Ms. [redacted] enrolled in Ms. [redacted] was required to purchase two (2) orders in order to receive the discounted price that she received on her first order.  However, under extenuating circumstances Nutrisystem can waive the fee.   We are sorry that the representative that Ms. [redacted] spoke with was not sympathetic to Ms. [redacted]’s condition.   Nutrisystem has since contacted Ms. [redacted] and informed her that a refund in the amount of $96.99 has been issued to her.  We wish Ms. [redacted] 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]
                                        ...⇄                         Senior Corporate Paralegal
Cc: Denise B[redacted]

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 2, 2016.
 
On January 29, 2016, [redacted] purchased a Nutrisystem Success a La Carte Subscription for 3 months for $34.99.  With the Success a La Carte Subscription our customers receive a 20% discount and free shipping on their A La Carte purchases.  [redacted] also placed an order on January 29, 2016 with his subscription and received 20% off and free shipping on the order.  
 
On February 1, 2016, [redacted] contacted Nutrisystem to cancel the order that he placed on January 29, 2016.   [redacted]’ order was in the process of being shipped to him that same day and [redacted] was informed that Nutrisystem was unable to cancel the order. [redacted] was informed that he would have to return the order for a refund.  
 
We are sorry that [redacted] was not satisfied with the program and for the disconnected call.  According to Nutrisystem’s records, [redacted] was issued a return label at a cost of $19.99, but he has not returned the food products yet.   When [redacted] returns the food products, Nutrisystem will issue [redacted] a refund for the products he received as well as the subscription fee of $34.99.  We wish [redacted] continued success with his weight loss goals. 
 
If you have any further questions, please do not hesitate to contact me at 215-706-5321, 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]

[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:  Their copies do not show my individual order and signing form.  it could be anybody's.  They have superimposed their paragragh on top of the other reading so that is a false move, on their part.  I WANT TO SEE MY INDIVIDUAL ORDER FORM that shows the exact reading and not have it super-imposed on top of other readings.  When I see MY order form, MY name,  MY credit card number, etc. then I might believe them.  Otherwise, it could be anybody's order form that they are copying and sending.  This is still FALSE advertising as far as I can see.  They need to change their whole ordering system.  
Regards,
[redacted]

March 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted]
      
Dear [redacted]
The complaint submitted by [redacted] was received on March 11, 2015 and has been forwarded to me for response.
According to Nutrisystem’s records, on February 23, 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 [redacted] or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call [redacted].  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 his first order on February 26, 2015.
On March 11, 2015 [redacted] contacted Nutrisystem and indicated he wanted to cancel his program.   [redacted] was informed he would be charged for the discount he received on his first order ($76.49) 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 ($76.49). 
Nutrisystem is sorry that [redacted] was not satisfied with the program.  Nutrisystem has both a Money Back Guarantee and a Return Policy.   In order for our customers to take advantage of the Money Back Guarantee the customer must contact Nutrisystem within 14 days of delivery of their order and return the remaining non-frozen food back to Nutrisystem in order to receive a full refund (please see the Money Back Guarantee attached).   [redacted] is no longer eligible for the Money Back Guarantee but he is eligible to return the unused food products that he has under Nutrisystem’s 30 day return policy (please see the Return Policy attached).  If he would like to return any items under the 30 day Return Policy please have him contact Nutrisystem at [redacted] before March 29, 2015.  
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 $76.49.   [redacted] should see the credit applied to his account within 5-7 business days depending on his banking institution.  If [redacted] decides to contact Nutrisystem and return the unused food items that he has Nutrisystem will issue him the appropriate credit.  
If you have any further questions, please do not hesitate to contact me at 215-706-5321, or by email to [redacted], or you may write me at the address set forth above.
Sincerely,
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
[redacted]

The company is the hardest to get cancelled. They do everything to keep you from doing it. Their website offers no quick access to it and when you go looking for it they just want you to do a delay.

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], ID [redacted]
 
Dear **. [redacted],
 
The complaint submitted by **. [redacted] on July 15, 2014 was received in my office on July 16, 2014 and has been forwarded to me for response. 
 
According to Nutrisystem’s records, on March 7, 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 his first order on March 13, 2014.
 
 On April 4, 2014, **. [redacted] was sent an email indicating that his second order was being shipped to him.   On April 8, 2014, **. [redacted]’s second order was shipped to him.  Please see the attached screenshot “A”.
 
On May 2, 2014, **. [redacted] was sent an email indicating his third order was being shipped to him.  Please see attached screenshot “B”.   **. [redacted] contacted Nutrisystem via telephone on May 7, 2014, before his order shipped and delayed this order until July 5, 2014.
 
On July 1, 2014, **. [redacted] was sent an email indicating his third order was being shipped to him.  Please see attached screenshot “C”.   Nutrisystem was not able to obtain payment for this order and **. [redacted] was sent an email to that effect on July 9, 2014.  On July 11, 2014 Nutrisystem was able to obtain payment and on July 14, 2014, this order was shipped to **. [redacted].   
 
On July 14, 2014, **. [redacted] contacted Nutrisystem and indicated he wanted to cancel his Auto-Delivery program and return the third order that was being shipped to him.   **. [redacted] was provided with instructions to refuse the package and a return authorization number in the event the package was delivered.
 
 It is unclear as to why **. [redacted] would not have received the email that was sent to him on July 1, 2014 regarding the third order being sent to him.   Nutrisystem received no notice that any of the email notifications sent to **. [redacted] failed.
 
**. [redacted]’s order was returned to Nutrisystem on July 18, 2014 and **. [redacted] was issued a full credit in the amount of $269.99 for the order he returned.  **. [redacted] should see the credit applied to his account within 5-7 business days depending on his financial institution.   Nutrisystem cannot issue **. [redacted] a credit for the overdraft charge that he indicated he incurred.  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], or you may write me at the address set forth above.
 
Sincerely,
 
 
[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

By Far the worst customer service of any company I have done business with.
Buyer beware of the fine print in the online ordering of Nutrisystem Inc.. Under the 4 pages of terms and conditions they give you an auto ship "option" and noted an unreasonable $99.00 cancellation fee should you choose to cancel. The well versed customer service rep I spoke knew exactly where it was in terms and conditions which tells me this is not an isolated situation and not unique to only myself but as noted in prior reviews multiple customers have made the same complaints. Very difficult to believe in a corporation that operates in a manner of trickery and makes statements in the fine print under the very long terms and conditions policy that the majority of customers do not read in its entirety before placing an online order due to its length.

[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:
I fail to see how the company's response addresses the problem and it does not even pertain to my situation, so is therefore irrelevant.  They have attached two documents which I shall utilize here to argue my point:
First, as you can clearly see from the Order History, I did not receive a March nor April shipment.  After my February order, there was no shipment at all in March, and by mid-April, when no shipment was made, I had no product left so I was forced to make a partial interim order to "tide me over."  Then on May 15, exactly THREE MONTHS after my last February shipment, they shipped my next full order, which was received on or about May 20th.  Then in June, rather than pace my order as they stated they do in their original response to my complaint, they shipped out another order on June 4, just TWO WEEKS after receipt of my prior order of May!  I now have about 45 days' worth of product which I must consume!  I went from famine to feast!  
As you can see, their return policy is good for only 30 days.  They, themselves, put me in a position where at least two weeks' worth of food product was unprotected under their return policy.
So the first prong of my complaint goes to the unreliability of their shipments.
Secondly, the food containers received in May/June 2015 are marked as good through Feb/March of the following year 2016.  That implies a shelf life of at least seven months. This leads a paying consumer to believe they can be confident in opening and enjoying the contents of any of the food products if it goes 40, 45, 60, 90, even 120 days beyond the 30-day return policy. This in itself is misleading and falsely representing the quality and even healthfulness of their product, to say the least.  Now, how can I possibly return a product in 30 days when I was forced into a position where I was shipped 60 days of product in a two-week period of time?  They themselves forced that situation upon me.
Nutrisystem has completely failed to even address the quality assurance issue.  I sent photos of the product as they looked upon opening 120, 90 and even 60 days after receipt of the product.  I also sent photos of the "Enjoy By" date stamped on the respective container lids, which clearly indicate dates of up to March 2017.  The food was spoiled just two - three months later.
I reiterate my demand for resolution of this matter by refunding the amount claimed in my prior message, or I shall contact the news media (with whom I am connected) with all this information and photos about the poor quality of Nutrisystem's food products.  I will also blast this information on social media in order to warn/advise other consumers about the health implications inherent in consuming these low-grade "food" products.
Thank you.
 
 
 
 
Regards,
[redacted]

Received an email when opening in large print there was a sale
BUY ONE GET ONE
FREE
A LA CARTE ITEMS
leading the customer to believe, if you place an order for every one item you purchase you would receive one free.
Not so if you look at the small print at the bottom of the add written in light grey. It begins with the same misleading information leading you to be believe it is more than one item. However, the last sentence does say applies to only one item......

November 10, 2014
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],
We are sorry to hear that **. [redacted] was not satisfied with our original response.   As indicated in the first response **. [redacted] placed his order himself online.  His order was originally shipped to the address **. [redacted] inputted in [redacted], OK. Please see the attached shipping invoice. The shipping address was later updated to [redacted], TX when **. [redacted] contacted Nutrisystem via telephone and spoke to a Customer Service Representative.
It is unclear as to why **. [redacted] is showing 2 separate charges on his credit card.   As indicated in the previous response, Nutrisystem issued **. [redacted] a full credit in the amount of $359.99 on September 18, 2014.   Please see the attached transactional information from **. [redacted]’ account.  It is possible that **. [redacted] received a provisional credit from his credit card company when he filed the dispute with them. Nutrisystem provided a response to **. [redacted]’ credit card company on October 8, 2014 indicating that Nutrisystem had already issued **. [redacted] a refund.   **. [redacted]’ credit card company may have withdrawn the provisional credit when Nutrisystem provided them with the information showing the credit was issued.   We suggest that **. [redacted] contact his credit card company directly to obtain clarification on the charges that were made to his account.
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]

May 29, 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 filed by **. [redacted] was received in my office on May 15, 2014 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on March 5, 2014, **. and [redacted] re-enrolled (**. & [redacted] were previously on the program) 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 ###-###-####.  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 and according to Nutrisystem’s records **. & [redacted] were informed of the terms and conditions when they placed their orders.   [redacted] was shipped her first order on March 7, 2014 and **. [redacted] was shipped his first order on March 10, 2014.
 
On April 29, 2014, **. and [redacted] contacted Nutrisystem and cancelled their accounts.   Because **. [redacted] did not accept and pay for his second order he was charged for the discount he received on his first order ($75.49).   [redacted] was charged $67.99. 
 
On May 14, 2014, [redacted] contacted Nutrisystem and [redacted] was informed that the charges were for the discount they received on each of their first orders.  
 
Under the terms and conditions of the Auto-Delivery Program that **. and [redacted] enrolled in **. & [redacted] were required to purchase two (2) orders in order to receive the discounted price that they received on each of their first orders.  The terms and conditions of the Auto-Delivery Program are posted on the website and according to Nutrisystem’s records **. and [redacted] were informed of these terms and conditions when they purchased their orders.   However, in the spirit of good consumer relations Nutrisystem has issued **. [redacted] a credit in the amount of $75.49 and [redacted] a credit in the amount of $67.99 for the charges that were made to their accounts.  We wish **. and [redacted] continued success with their 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]

June 4, 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 3, 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 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 ###-###-####.  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.   According to Nutrisystem’s records **. [redacted] was explained the terms and conditions of the Auto-Delivery Program.   **. [redacted] was sent her first order on March 4, 2015.
 
**. [redacted] contacted Nutrisystem on multiple occasions and delayed her second order.   **. [redacted] was made aware of the terms and conditions of the Auto-Delivery Program each time she contacted Nutrisystem to delay her 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 **. [redacted] was informed of these terms when she enrolled in the program and when she delayed her orders.   However, in the spirit of good consumer relations Nutrisystem has cancelled **. [redacted]’s Auto-Delivery Program and waived the $84.99 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]

I'm on week two of Nutrisystem, and really liking it so far. What I would say if you are interested in trying it is that for the price (it is expensive, and while some items seem really worth the money, some seem like a waste), I would recommend buying a la carte items. If you check out the pricing on the plans, it's about the average price of that many snacks/breakfasts/lunches/dinners. So the plans only save you money if all your favorites are all the most expensive menu options. Also, so far, I've discovered I like a lot more of the snacks, breakfasts, and dinners, than I like of the lunches, so I don't like having to pick a certain number of each. Additionally, many of the items are simple things you could find a comparable version of at the store, so don't waste the rough $3 average price per item on them, save your money for the more complicated options you'll never be able to make as well yourself and will make your life easier in terms of convenience. Luckily you can see all the nutrition facts online, so you know you'll be able to tell if things at the store compare or not. Things I loved so far for my sweet tooth are the cinnamon or the chocolate muffin (heat for 15 sec in the microwave), the ice cream sandwiches, the pretzel chocolate bar, and the trail mix bar. I still have many items left to try though. Not going to lie, the grab and go convenience of everything has been so amazing, and while the first 3 days the portions were difficult to adjust to (I was pretty crabby by day 3), now they seem perfect and like I have to eat TOO frequently. Also, if you are a Costco member, you can buy a $100 gift card for $80 to apply to your order. I'd also say, don't trust the customer ratings too much if something sounds really good to you. So far I have really liked 2 things that had low ratings, and really not liked a few things that had high ratings.

February 25, 2014
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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 February 10, 2014 was received in my office on February 12, 2014 and has been forwarded to me for response.
According to Nutrisystem’s records, on January 11, 2014 **. [redacted] and **. [redacted] enrolled in the NutriSystem Auto-Delivery Program under the family plan.   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] and **. [redacted] enrolled in the program.    **. [redacted] and **. [redacted] indicated that they read and accepted the Terms and Conditions when they submitted their orders for processing.  **. [redacted] and **. [redacted] were shipped their first orders on January 13, 2014.
On February 10, 2014, **. [redacted] contacted Nutrisystem and indicated that he wanted to cancel both his and **. [redacted]’s order.  **. [redacted] was informed that he would be charged for the discount he received on his first order ($89.99) and the discount he received on **. [redacted]’s first order ($82.49) if they did not accept and pay for their second orders.  **. [redacted] and **. [redacted]’s orders were cancelled at this time and they were charged for the discounts they received on their first orders.
Under the terms and conditions of the Auto-Delivery Program that **. [redacted] and **. [redacted] enrolled in **. [redacted] and **. [redacted] were required to purchase two (2) orders in order to receive the discounted price that they received on their first orders.  However, as **. [redacted] has indicated that he was not aware of the Terms and Conditions of the Auto-Delivery Program Nutrisystem has issued a credit to **. [redacted] for the charges that were made to his account totaling $172.48.  We wish **. [redacted] and **. [redacted] continued success with their 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]

April 27, 2016
 
11pt">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 on April 7, 2016.
 
Ms. [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com  on January 19, 2016. With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchase. You also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  
 
According to Nutrisystem’s records, Ms. [redacted] received an offer to purchase and add our new Turboshakes to begin with her second shipment on auto-delivery on March 11, 2016.   The Turboshakes are automatically sent with our customers’ Auto-Delivery orders until such time they cancel them. 
 
On April 2, 2016, Ms. [redacted] was sent an email indicating her next Auto-Delivery order was being processed for her (please see the attached example of the email  Ms. [redacted] received).   According to Nutrisystem’s records, Ms. [redacted] did not remove the shakes from her order and they were subsequently shipped with her next Auto-Delivery shipment.
 
On April 6, 2016, Ms. [redacted] contacted Nutrisystem to cancel her Auto-Delivery program. Ms. [redacted] wanted to obtain a pre-paid shipping label to return just the shakes.   The only pre-paid labels that customer service representatives have available to provide to our customers cost $19.99.  Rather than explain to Ms. [redacted] that it would not be cost effective to issue her the label, the representative and supervisor informed her that they could not offer her a pre-paid label to return the shakes.   Nutrisystem apologizes for this miscommunication. In the spirit of good consumer relations, Nutrisystem issued Ms. [redacted] a $79.98 credit for the shakes she received in her second shipment.  The shakes are hers to keep with our compliments.  Nutrisystem appreciates customer feedback and will take Ms. [redacted]’s input into consideration. We wish Ms. [redacted] continued success with her weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.
 
                                    Sincerel...⇄ />  
 
                                    Donna D[redacted]
                                        ...⇄             Senior Corporate Paralegal
 
Cc: Denise B[redacted]

March 29, 2016
 
Revdex.com
of Metro WashingtonDC and Eastern Pennsylvania
1880 [redacted] F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Attn: Ms. [redacted]
 
Re: [redacted], ID [redacted]
      
Dear Ms. [redacted],
 
The complaint submitted by Mr. [redacted] was received on March 14, 2016. 
 
On January 15, 2016 Mr. [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.  Mr. [redacted] purchased both ready to go and frozen options.  The Terms and Conditions of the Auto-Delivery Program are posted on the website.    Mr. [redacted] was shipped his first order on January 18, 2016.
 
On February 5, 2016 Mr. [redacted] was sent an email indicating his next order was being sent to him.  On February 10, 2016 Mr. [redacted] was sent his second order.
 
On March 3, 2016 Mr. [redacted] contacted Nutrisystem via online chat.  Mr. [redacted] spoke to a representative who erroneously informed Mr. [redacted] that he could call to cancel his Auto-Delivery program or he could email Nutrisystem to cancel his Auto-Delivery Program. Nutrisystem cannot immediately respond to emails and requires Nutrisystem customers to call to cancel.  Mr. [redacted] emailed Nutrisystem to cancel his Auto-Delivery program on March 3, 2016.   However, Mr. [redacted]’ email was not reviewed by Nutrisystem until March 9, 2016.   Mr. [redacted]’ third order was shipped to him on March 8, 2016.  
 
Mr. [redacted] contacted Nutrisystem on March 9, 2016 about the order that was in transit to him.   Mr. [redacted] was sent a return label to return the ready to go food products on March 10, 2016.   Nutrisystem cannot accept frozen food products for return.   We apologize for the conflicting information that Mr. [redacted] received via online chat and via telephone.   A label was re-sent to Mr. [redacted] via email on March 24, 2016.  Once Mr. [redacted] returns the ready to go food products, Nutrisystem will issue Mr. [redacted] a full refund for the third order that was shipped to him.  The frozen food products are Mr. [redacted]’ to keep.  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], or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: Denise B[redacted]

I purchased this food in August with a one month reorder. I immediately had problems with it in that I experienced a tremendous amount of flatulence and it had me running to the bathroom several times a day. I called and talked to Counselors the first week, the second week and the third week. Everybody would say, "Oh it is the fiber, you will get use to is". That never happened. I also told them I was not losing any weight and they said, I should call if I did not lose any weight in a week. When I did, they said not everybody loses weight every week. I finally told them I could not eat the food anymore, but had to take the second month of food or pay a $80 cancellation fee. There was no mention of refund. Because I paid $480 for this horrible food, I eat either a breakfast, lunch or dinner once a day. I had a Fudge Graham Bar for lunch three days ago and it has not left my system yet. I called today to complain and got a horrible woman in Customer Service who told me she could not eat it either and when I told her that she said that, she told me not to put words in her mouth. There is no refund now even though I called numerous times and I am sure there is a record of each one. I would caution anyone I know not to waste their money on food that will make you sick. It isn't just the fiber, I am used to taking fiber tablets. It is all the preservatives they put in the food that makes it mess you up. This company offers a money back guarantee in the first two weeks and yet when you call they tell you that you haven't been on it long enough. They should not be allowed to advertise a guarantee, when they do not honor it and do everything to discourage customers from getting it. I have about a week's worth of food left and I will not eat any of it. If some people cannot eat it, then they should acknowledge that and be helpful to the consumer instead of giving them false information, such as it will get better, or you will get used to it.

...these people SPAM your email...where you can't 'unsubscribe' and send it from an email that is 'unvailidated' and sell your adress to other spamers.

June 4, 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 2, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on February 4, 2015 **. [redacted] enrolled online 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 February 9, 2015. 
 
**. [redacted] was shipped two (2) additional orders under the Auto-Delivery Program, with her last order being shipped on April 10, 2015.
 
On April 14, 2015, **. [redacted] contacted Nutrisystem to cancel her Auto-Delivery Program.  **. [redacted] also requested to return the last order that was shipped to her.  **. [redacted]’s Auto-Delivery Program was cancelled and she was issued a return authorization number to return the third order to Nutrisystem for credit.  
 
**. [redacted]’s third order was returned to Nutrisystem on April 27, 2015.  However, in error **. [redacted] was not issued the credit for the return.
 
We apologize to **. [redacted] for any delay in getting her credit issued.  It is unclear as to why her credit was not issued when the return was received at Nutrisystem’s warehouse.   Nutrisystem issued **. [redacted] a full credit in the amount of $265.38 today, June 4, 2015.  **. [redacted] should see the credit applied to her account within 5-7 business days depending on her financial institution.  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]@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:
The "profanity" they claim that was used was one mild word only said when I was point blank told they would not cancel my autoship without my participating in their survey even after I explained to them I could not, because I have a disabled child in my care and did not have time. Their response to me claims they do not require it. Nutrisystems did finally cancel my autoship after I emailed the company.
Regards,
[redacted]