Nutrisystem, Inc.

I had an extremely difficult time getting them to stop shipping orders. They kept wanting to delay...I wanted out of their system. When I tried to delay again on the web page their calendar did not work. Their phone system is terrible...long wait times when you finally find a number to speak to a person who can help you.

February 29, 2016

face="Times New Roman"> 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
 
Dear [redacted],
 
The complaint submitted by [redacted] was received on February 18, 2016.
 
On January 24, 2016 [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchase. They also receive free shipping (Continental US).  By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  After reading this language, customers click to “submit their order”.  The terms and conditions of the auto-delivery program are also posted throughout the website.  The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page).  [redacted] submitted his order and agreed to the terms prior to purchasing.   [redacted]’s order was shipped to him on January 25, 2016.
 
On February 14, 2016, [redacted] was sent an email indicating his next order was being shipped to him.   On February 17, 2016, [redacted] was shipped his next order.  
 
On February 18, 2016, [redacted] delayed his next Auto-Delivery order online.
 
On February 23, 2016, [redacted] contacted Nutrisystem via email.  [redacted] indicated that he had delayed his order online and he did not the second order that was shipped to him and he wanted to cancel his program.  Nutrisystem responded to [redacted] and informed him that he had delayed his Auto-Delivery program after the second order was already in the process of being shipped to him.   [redacted] was informed that he could return the ready to go products from his second order (frozen food items are non-returnable).  [redacted] was informed that Nutrisystem could issue him a label to return the ready to go products at a cost of $19.99 and he was informed that he would be charged a $99 cancellation fee if he chose to return the second order as per the terms and conditions of the Auto-Delivery Program.   To date, [redacted] has not responded.  
 
[redacted]’s Auto-Delivery Program has been cancelled as requested.  If [redacted] would like to return the second order (ready to go items only) he received, please have him contact Nutrisystem at ###-###-####.  [redacted] has 30 days from the date of receipt of his order to return it.  (Please see attached return policy).
 
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]

August 12, 2015
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear [redacted],
 
The complaint submitted by **. [redacted] was received in my office on July 31, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on March 29, 2015 [redacted] re-enrolled online in the NutriSystem Auto-Delivery Program ([redacted] has been on the Nutrisystem program intermittently since 2013).   With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 2 shipments. Customers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel.  Customers are sent an e-mail reminder or given a telephone call when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery.   [redacted] was shipped her first order on March 30, 2015. 
 
[redacted] has been receiving orders on a monthly basis since March 30, 2015.
 
On July 29, 2015, [redacted] contacted Nutrisystem regarding the order that was shipped to her on July 24, 2015. [redacted] indicated that she did not want the order and she no longer wished to be on the Nutrisystem program.   [redacted] was instructed to refuse the order and Nutrisystem would issue credit when it was returned to Nutrisystem.   [redacted]’s program was cancelled at this time. 
 
On July 30, 2015, [redacted] contacted Nutrisystem regarding the credit to her account.  [redacted] also indicated she wanted her account re-activated.  [redacted] verified all of the information that was on her account and her account was reactivated. [redacted] was shipped a new order on August 5, 2015. 
 
On July 31, 2015, [redacted] was issued a full credit in the amount of $169.99 ([redacted] was only charged $169.99 initially for this order, not $339.99 as indicated in her complaint) for the order that she refused on July 29, 2015.  [redacted] should be in receipt of the credit at this time.  We trust the issuance of the credit will resolve [redacted]’s complaint.
 
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:
They are so stupid, the response is nothing like what happened. They sent my order to the billing address instead of the shipping address. They are the ones who advised me how to do the order since I was out of town working. They are still trying to charge me 2 separate charges on my credit card. I do have them disputed but have not been told by [redacted] they are taken off yet. Nutria systems record keeping is the worst I've ever seen
Regards,
[redacted]

May 22, 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 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 April 12, 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 April 15, 2014.
 
On May 2, 2014, [redacted] contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery Program.  The Customer Service Department informed [redacted] that she would be charged for the discount she received on her first order ($110.10) if she cancelled her Auto-Delivery Program before accepting and paying for her second order.  [redacted]’s Auto-Delivery Program was cancelled and [redacted] was charged $110.10. 
 
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 $110.10 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]

The response from Mr. [redacted] was received on April 8, 2016.Nutrisystem emailed Mr. [redacted] at the email address [redacted] on two occasions - March 10, 2016 and March 24, 2016 with a return label. However, we received no response from Mr. [redacted] and we do not show that he utilized the return label that was provided to him. Please ask Mr. [redacted] to check his spam folder for these emails and the return label. If for some reason Mr. [redacted] still does not have them, please ask him to contact me directly.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 ParalegalCc: 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 1, 2016.
 
Nutrisystem offers Auto-Delivery, Month to Month and A La Carte food purchase options.   The Auto-Delivery option is the default option because it is the most popular among the different options.   On January 24, 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.  The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page).  [redacted] submitted his order and agreed to the terms prior to purchasing.   [redacted]’s order was shipped to him on January 26, 2016.
 
On January 30, 2016, [redacted] contacted Nutrisystem about some missing items.   During the conversation with the customer service representative [redacted] indicated he was not aware that he was on Auto-Delivery.  [redacted] also indicated he was unaware of the $99 early cancellation fee.   The customer service representative informed [redacted] that he was still within the 14 day money back guarantee period and could return the remaining unused food products for a full refund.   [redacted] was informed that he would not be charged the $99 fee if he cancelled the program and returned the unused food products he had under the money back guarantee.   Shortly thereafter the call ended. [redacted]’s Auto-Delivery Program was not cancelled and he was not charged $99 when he spoke to the customer service department on January 30, 2016.  
 
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 cancelled [redacted]’s Auto-Delivery program and waived the $99 cancellation fee. 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]

August 12, 2015

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 in our office on July 10, 2015and has been forwarded to me for response. 
 
**. [redacted] has been on the Nutrisystem Auto-Delivery Program intermittently since February, 2012. **. [redacted] is not a new customer to Nutrisystem. **. [redacted] received two (2) orders between December 2014 and February 2015, before cancelling her program.   On June 15, 2015, **. [redacted] re-enrolled in the Nutrisystem Auto-Delivery Program online.   **. [redacted] was shipped her order on June 16, 2015.   **. [redacted] contacted Nutrisystem on June 25, 2015 indicating that she wanted to cancel the Auto-Delivery Program and return the non-frozen food for a refund in accordance with the Money Back Guarantee Policy.  The Money Back Guarantee states: 
Your satisfaction is our top priority here at Nutrisystem, so if you're not 100% happy with your order for any reason, simply call ###-###-#### within 14 days of delivery and send the remaining non-frozen food back for a full refund of your order, less shipping.
Guarantee is good on new 28-Day plans, first order only. Limit one guarantee per customer.
**. [redacted] was not eligible for the Money Back Guarantee because she did not purchase a new 28-day plan and it was not her first order.   However, the Customer Service Representative that **. [redacted] spoke with erroneously indicated she was eligible and issued her a return label under the Money Back Guarantee.  
 
**. [redacted] returned the order and she was issued a partial credit in the amount of $52.23 for the unused food she returned. The partial credit was issued because **. [redacted] was not eligible for the Money Back Guarantee.
 
**. [redacted] contacted Nutrisystem regarding her refund.  It was explained to **. [redacted] on multiple occasions that she was not eligible for the Money Back Guarantee because she was an existing customer, she did not purchase a new-28 day program and it was not her first order.  
 
Although **. [redacted] was not eligible for the Money Back Guarantee, the representative that she initially spoke with informed her she was and issued a return label under the Money Back Guarantee in error.   Therefore, Nutrisystem is honoring the Money Back Guarantee on this occasion only. **. [redacted] was issued an additional credit of $237.77 on August 4, 2015.   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]

Nutrisystem is a ripoff. Their customer service is terrible also. Long holds over an hour. IN 2011 I did the program and had great results. The food was great. Last month I decided to do it again and the food was terrible. Looked like the Completes you buy at W[redacted]t. The customer service rep Marie refused to give me a refund because I was a few days past the two week mark. They did not take into consideration I received the food in two shipments and could not start until March 16. At this date I am on the program 10 days. I asked for a supervisor, went on hold 30 minutes and they were maybe hoping I would hang up. I waited and the same rep came back telling me no supervisor was available. They offered not to charge me the $90 dollar cancelling fee!!!! They then told me I had to mail back the food at my expense. Clearly, mis-representing their so called money back guarantee. Can't believe how awful they and wouldn't even consider what I was saying. I am a writer for a major publication and I am going to do a piece on this company and how terrible they are. I welcome anyone having a similar experience to contact me and share your story for my piece. My only recourse was to dispute with my bank. Please tell everyone you know to stay away from this ripoff company. They have somehow changed in very big ways since 2011.

March 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 29, 2016.
 
On February 13, 2016 **. [redacted] enrolled in the NutriSystem Auto-Delivery Program at www.nutrisystem.com.  With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchase. They also receive free shipping (Continental US).  By clicking the Submit My Order, 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.  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 15, 2016.
 
On February 28, 2016 **. [redacted] contacted Nutrisystem to cancel his Auto-Delivery program.  He was charged the $99 early cancellation fee in accordance with the terms and conditions of his purchase of the 4-week auto-delivery program because he did not accept and pay for his second shipment.  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] and his fiancée.  They should see the credit applied to their accounts within 3-5 business days depending on their financial institution.   We wish **. [redacted] and his fiancée 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]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄ Corporate Paralegal
 
Cc: Denise B[redacted]

April 21, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted]
      
Dear [redacted],
The complaint submitted by [redacted] was received on April 9, 2015 and has been forwarded to me for response.
According to Nutrisystem’s records, on March 5, 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. The checkout page also clearly indicates that [redacted] received an auto-delivery discount on her order. Please see the attached example of what [redacted] saw prior to submitting her order.  [redacted] was shipped her first order on March 6, 2015.
On March 27, 2015 [redacted] contacted Nutrisystem and indicated she wanted to cancel her program.   [redacted] was informed she would be charged for the discount she received on her first order ($84.99) if she chose to cancel her Auto-Delivery program before accepting and paying for her second order.  [redacted] agreed to delay her second order until May 21, 2015 rather than cancel her Auto-Delivery Program at this time.  
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 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], or you may write me at the address set forth above.
Sincerely,
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
[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 facts as outlined by the paralegal are generally correct however small additions And modifications in the facts significantly change the overall story.
First of all, the dates of delivery are correct as far as I know, but the event details are an interpretation of someone's shorthand methods for recording the phone calls, or at a minimum, interpreted in the best possible light for NutriSystem. I would expect nothing less.
It's correct to say I travel a lot and therefor I postponed starting the diet for a few months after receiving the first delivery. When I called to cancel the auto delivery I informed Nutrisystems that had delayed starting and if the diet worked for me I would start it up again as I needed food. There was never any mention of unmotivated, so I assume Nutrisystems is like many large companies and the customer service folks have a drop down of things to select from. 
As an engineer, I like to plan for success and felt that had an appropriate slowdown I my schedule, so started the diet. By the way, I see my doctor regularly and there are no issues with my health that would affect starting a diet.
After starting the diet, I fell ill. Assuming it was the flu, I Logically stopped the diet and recovered. Of course the flu takes a lot out of a person and it took a while before I felt healthy again and was ready to start the diet. By then it was close to thanksgiving and I decided to postpone starting again until after the holiday. 
I tried again and became ill again, but not to the same extreme as the first time. So I put the food away planning to start again after Christmas.
I was not raised worrying too much about expiration dates and didn't even consider that the packaged food would expire. I've always viewed those dates as recommended unless the food gets several months past the date.
Anyway, I still had not connected my illness to the food so I never considered calling to complain or to work with a counselor. 
In the spring I tried to use the food again and this is when I made the connection. I tried to eat the food and I became dizzy and nauseated so I put the food away and as time permitted I called to complain. 
The paralegal probably is dedicated to her work as I am, therefor I would be surprised If she didn't understand how priorities work... This was not a priority, and really still isn't.
I've already decided the $600 I paid is gone and not recoverable, I'm simply making sure this experience is documented.
This was a horrible experience, and I'll admit I didn't do anything to help make it a better one when I did not prioritize on it. I hoped that NutriSystem would stand behind the product but I didn't expect it... 
I used very little Of the food, mostly the snack bars and such. I still have all of my unused food. I offered to send it back to Nutrisystems and was told to just write down everything I have left.
Spending more time on this seems to me to be a waste of time. As I noted in my complaint, I have the experience with NutriSystem that I have, and I will tell others about it. 
My complaint is legitimate and you are correct, I didn't read the fine print and probably did not follow your written warranties or whatever you decided to send as an attachment... Didn't read it and probably never will.
Please understand that at this point I'm not trying to win anything. But I won't retract my complaint either. 
Do what you want with the information. Throw it away if you have no interest in understanding why your food made me sick. You're choice...
It's unfortunate that NutriSystem decides to send items like this to a legal professional, trained to be  adversarial, rather than to Someone who is interested in finding a solution... but I understand that's the system we have in this country.
Regards,
[redacted]

Nutrisystem is very easy and slick when you sign up on line. However, beware to read all fine print because cancelation is designed to be as much trouble as possible. I signed up for auto-delivery and was given the option to sign up someone else in my family. I signed my husband up. There was nowhere (that I noticed) where you had to designate an "authorized" user. By making the dreadful mistake of allowing his name to populate in the billing - even though my name and credit card was on the account- I could not cancel the account. He had to go out of his way to call to cancel. It was annoying enough that you have to call to cancel an account set up online, but then to force both of us to call was especially irritating.

July 21, 2015
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: Ms. [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear Ms. [redacted],
 
The complaint submitted by Mr. [redacted] was received in my office on July 7, 2015 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on June 22, 2015 Mr. [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 Mr. [redacted] enrolled in the program.  Mr. [redacted] indicated that he read and accepted the Terms and Conditions when he submitted his order for processing. Mr. [redacted]’s first order was shipped to him on June 23, 2015.
 
On July 7, 2015, Mr. [redacted] contacted Nutrisystem to request that his Auto-Delivery Program be cancelled.  Mr. [redacted] was informed 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.   Mr. [redacted] Auto-Delivery program was cancelled and Mr. [redacted] was charged for the discount that he received on his first order ($112.10) in accordance with the terms of the Auto-Delivery Program.
 
Under the terms and conditions of the Auto-Delivery Program that Mr. [redacted] enrolled in Mr. [redacted] was required to purchase two (2) orders in order to receive the discounted price that he received on his first order.  Mr. [redacted] was informed of these terms when he enrolled in the program and when he called to cancel his second order. However, in the spirit of good consumer relations Nutrisystem has issued Mr. [redacted] a refund for the $112.10 charge that was made to his account.  Depending on Mr. [redacted]’s financial institution he should see the credit applied to his account in 7-10 business days. We wish Mr. [redacted] continued success with his weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: Denise B[redacted]

July 10, 2014
New Roman"> 
Revdex.com
of Metro WashingtonDC and Eastern Pennsylvania
Attn: Ms. Alyssa [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA19103
 
Re:  [redacted]. [redacted], ID [redacted]
 
Dear **. [redacted],
 
The complaint submitted by **. [redacted]. [redacted] on June 22, 2014 was received in my office on June 23, 2014 and has been forwarded to me for response. 
 
According to Nutrisystem’s records, on March 10, 2014 **. [redacted] enrolled in the NutriSystem Auto-Delivery Program.  With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 2 shipments. Customers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel.  Customers are sent an e-mail reminder or given a telephone call when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.com. To cancel their Auto-Delivery order, customers must call ###-###-####.  If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the amount of the auto delivery discount they received on their first 28-Day program delivery.  **. [redacted] was shipped his first order on June 6, 2014.
 
 On March 27, 2014, **. [redacted] logged into his account online and delayed his next order until June 6, 2014.  
 
 On May 15, 2014, Nutrisystem received a credit card dispute from **. [redacted] indicating the product he received was not as described or defective.   Nutrisystem forwarded all documentation regarding **. [redacted]’s order to the credit card company for review.
 
On June 2, 2014, **. [redacted] was sent an email indicating his second order was being processed for him.   On June 5, 2014, **. [redacted]’s second order was shipped to him.
 
On June 13, 2014, **. [redacted] logged into his account online and delayed his next order until August 29, 2014. 
 
Nutrisystem currently has a Money Back Guarantee in place.  Under Nutrisystem’s 14 day Money Back Guarantee Nutrisystem clients can try the Nutrisystem program for 14 days and 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. 
 
When a customer contacts Nutrisystem regarding their account and a customer service representative accesses an account, the account profile is automatically notated with the customer service representatives information.   In order to determine if **. [redacted] was eligible for the Money Back Guarantee and to issue **. [redacted] an RMA (return merchandise authorization) the Customer Service Representative would have to access **. [redacted]’s account.   According to Nutrisystem’s records, no one accessed **. [redacted]’s account between March 10, 2014 when he placed his order and when he subsequently delayed his order online on March 27, 2014.  Please see the attached screenshot below from **. [redacted]’s account.  
 
It is unclear as to how **. [redacted] could have called within the 14 Day Money Back Guarantee period to request a return and not have any notes associated with his account during that time frame. 
 
Nutrisystem cannot accept the first package that was shipped to **. [redacted] for return as Nutrisystem has no record of **. [redacted] contacting Nutrisystem within 14 or 30 days receipt of his first order.  However, Nutrisystem can accept the second order that was shipped to **. [redacted] on June 5, 2014 for return as he is still within the 30 day Return Policy (see attached).  If **. [redacted] is interested in returning this order, please have him contact Nutrisystem at ###-###-#### by no later than July 14, 2014 and they will provide him with a Return Authorization Number to return this order.  In addition, Nutrisystem has cancelled **. [redacted]’s account and will not be receiving any further orders from Nutrisystem.
 
If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.
 
Sincerely,
 
 
[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

March 4, 2016
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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] was received on February 22, 2016.
 
On January 31, 2016, [redacted] enrolled in the NutriSystem Auto-Delivery Program via telephone.  With our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchase. You also receive free shipping (Continental US).  When our customer’s enroll via telephone our customer’s authorize us to automatically charge and ship their order every 4 weeks unless they cancel.  If they are not 100% satisfied, they can call ###-###-#### within 14 days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shipping.   If our customers decide to cancel before the second shipment and after the 14 day guarantee period, they authorize us to charge a $99 early cancellation fee.  If they cancel any time after they receive their second month there is no fee.  [redacted] should have been informed of the terms and conditions when she placed her order.   [redacted]’s order was sent to her on February 1, 2016.  
 
On February 22, 2016, [redacted] contacted Nutrisystem to cancel her auto-delivery program before she received her second shipment.  She was then charged the $99 cancellation fee in accordance with the terms and conditions of her purchase of the 4-week auto-delivery program.   Nutrisystem records all calls for quality assurance and training purposes.  [redacted] did indicate she needed to cancel because of a family issue.   Nutrisystem recognizes that there are extenuating circumstances which could affect our customers and their weight loss program.   We are sorry that the representative that [redacted] spoke with was not sympathetic to her situation.   Nutrisystem has issued [redacted] a credit of $99 in the spirit of good consumer relations.   We wish [redacted] all the best. 
 
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]

An email was sent last night at 10:51 pm to "confirm" my order. I had not received any emails prior to this as a warning that my account was to be charged $334.99. I found a phone number to call from my bank debit summary. The phone number to cancel seems to be difficult to find on the Nutrisystem website. I assume this is in an attempt to discourage customers from cancelling.
I called Nutrisystem at approximately 9:15 am this morning after reading my email. I was given the option to wait for a customer service representative or receive a return call. I chose to wait because I was leery that I would get a call back in a timely manner. I waited over 10 minutes for my call to be answered.
The representative, Nicole, tried to convince me to simply delay my order. I stated that delay was unacceptable and I would like a refund and to cancel future orders. Nicole told me that since my account had been debited, I could not get a refund. I could cancel future orders. I informed Nicole that the product was not in my possession, was still in the warehouse, and that I could most definitely get a refund. I was quite emphatic and upset by this point. Nicole, who refused to give me any further identifying information such as an employee number or last initial, was less than helpful. Finally, Nicole stated that she could put in a REQUEST for my order to be cancelled and refunded. Nicole also stated that she could not possibly know the status of my order, where it was, and if it was already in the possession of FedEx. I would need to wait approximately one week to see if the shipment was delivered. At that time, I could call back to request a return tag. Once the shipment was picked up by FedEx and back in their warehouse, I would get a refund. I could also call back in 48 hours to see if the status of my request had been approved. I then asked Nicole how long it would be before the company was aware of the status of my request. She simply kept repeating that I would need to call back in 48 hours. I told her that she was not answering my question.
I made two requests to speak to a supervisor. On the second request, she placed me on hold and several minutes later a gentleman, Kenneth, answered. Kenneth attempted to placate me with more vague answers. Finally, Kenneth did in fact confirm that my order had been cancelled. However, Kenneth stated that he did not know when the request for funds would be reversed and that I would need to call my bank myself.
I was on the phone for approximately 30 minutes. In the end, I believe I was successful, although my funds have yet to be released. It is my belief that Nutrisystem will do everything in their power to make it difficult and nearly impossible to disable a subscription. I believe that the wait time on the phone is so that subscribers will simply grow tired of waiting, hang up, and maintain their subscription. I also believe that Nicole attempted to continue to send my package so that I would not want to go through the hassle of returning the product and keep it. Nutrisystem is a sketchy company and I will never order from them again. Horrible customer service! Beware!

October 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 October 6 2014 was received in my office on October 6, 2014 and has been forwarded to me for response.
According to Nutrisystem’s records, [redacted] enrolled in the Nutrisystem Auto-Delivery Program on February 18, 2013. 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 ###-###-####.  [redacted] has been receiving orders since February 18, 2013, with the last order being shipped to her on July 17, 2014.  After [redacted] received her order dated July 17, 2014, [redacted] delayed her next Auto-Delivery order until October 17, 2014.
According to Nutrisystem’s records [redacted] contacted Nutrisystem via telephone on October 6, 2014.   The Customer Service Representative that [redacted] spoke with indicated that [redacted] began to use profanity when the Customer Service Representative inquired as to how [redacted] did on the program.   [redacted] then requested to speak to a supervisor, however [redacted] disconnected the call before it was transferred to supervisor.
[redacted] later contacted Nutrisystem via email indicating that the Customer Service Representative she spoke with refused to cancel her Auto-ship without [redacted] completing a survey.  Nutrisystem cancelled [redacted]’s Auto-Delivery Program at this time.   A voicemail was left for [redacted] on October 7, 2014 at 2:09:05 PM indicating that her Auto-Ship was cancelled.
It is standard practice for Customer Service Representatives to inquire as to how our customers did on the program if they should call into cancel. It is not mandatory that Nutrisystem customers answer the questions, although it helps Nutrisystem to better the program. We are sorry if [redacted] felt that she had to answer the questions in order to have her Auto-Delivery Program 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], or you may write me at the address set forth above.
Sincerely,
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
Cc: [redacted]

Nutrisystem is great. The food is good, it's nutritionally balanced, customizing items and processing dates is easily done online. Customer service is helpful and friendly. Even cancelling was a beeeze, no hassle and no more charges on my ceedit card. Restarting shipments is easy, as would be expected. They also make it very affordable. Program is easy to follow, and you lose weight easily.

[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]