Nutrisystem, Inc.

April 29, 2015
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: [redacted], ID [redacted]
      
Dear [redacted],
The complaint submitted by **. [redacted] was received on April 16, 2015 and has been forwarded to me for response.
According to Nutrisystem’s records, on February 13, 2015 **. and [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 **. and [redacted] enrolled in the program.  **. and [redacted] indicated that they read and accepted the Terms and Conditions when they submitted their orders for processing. The checkout page also clearly indicates that **. and [redacted] received an auto-delivery discount on their orders. Please see the attached example of what **. and [redacted] saw prior to submitting their orders.  **. [redacted] was shipped his first order on February 16, 2015.  [redacted] was shipped her first order on March 11, 2015 ([redacted] delayed her first order).
**. [redacted] was sent an email indicating that his second order was beginning to be processed for him on March 28, 2015. 
On April 1, 2015, **. [redacted] contacted Nutrisystem to cancel his Auto-Delivery Program.  **. [redacted] was informed that he would be charged for the discount he received on his first order ($102.79) 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 $102.79.
Nutrisystem records calls for quality assurance and training purposes.  On April 7, 2015, **. [redacted] contacted Nutrisystem to cancel [redacted]’s account.  **. [redacted] was informed that his wife 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]’s Auto-Delivery Program was cancelled and she was charged $84.99.    During the call **. [redacted] became insistent that the terms of the Auto-Delivery Program were not posted on the website and he requested to speak to a supervisor.  The Customer Service Representative put **. [redacted] on a brief hold.  The Customer Service Representative’s supervisor was not immediately available, however the Customer Service Representative was informed that she could refund the charges associated with the cancellation to **. and [redacted].  **. [redacted] questioned how long the refund would take and he was informed that the refund could take up to 10 business days. The Customer Service Representative asked if there was anything else and **. [redacted] indicated no and thanked the Customer Service Representative. **. [redacted] did not indicate that he wanted to return any unused food products during the call.
Under the terms and conditions of the Auto-Delivery Program that **. and [redacted] enrolled in **. and [redacted] were required to purchase two (2) orders in order to receive the discounted price that they received on each of their first orders.   As indicated above this information is posted on the website and **. and [redacted] indicated they agreed to the Terms and Conditions of the program when they submitted their orders.  Nutrisystem offers a 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 (please see attached).  Under the 30 day Return Policy Nutrisystem clients can return any unused food products they have within 30 days of receiving their order for a refund (please see attached).     According to Nutrisystem’s records **. and [redacted] did not indicate that they wanted to return any unused food products during the Money Back Guarantee or 30 day return period.  Nutrisystem cannot offer **. [redacted] a refund for the unused food products his wife hasn’t eaten.  However, Nutrisystem issued **. [redacted] a credit in the amount of $102.79 on April 21, 2015 and [redacted] was issued a credit of $84.99 on April 21, 2015 for the charges that were made to their accounts.   **. and [redacted] should be in receipt of their credits at this time.   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]@nutrisystem.com, or you may write me at the address set forth above.
Sincerely,
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
Cc: [redacted]

I have not even received my meals yet, and I am already horrified by the customer service I have encountered with this company. I made an order online 3 weeks ago and signed up for the "turbo package" and the "uniquely yours plan" which is one of the most expensive options. I called the company to ask about customizing my food and I was advised not to as the turbo package picks foods specific to increase weight loss in the first month. I said okay thank you and went on my marry way. Well for some reason the customer service representative went ahead and cancelled my order. I waited 1.5 weeks and still had no received even shipping information, so I called back. This is when I was notified that my order was cancelled and the customer service representative indirectly called me a liar and said that "no one would cancel your order without asking you several times, and she told you to call back when you picked your custom foods." This literally never happened, and the sad part is that I know the company has records of these phone calls and could prove this easily. Anyway, I finally get my first dry food shipment over a week later, and surpise! It's not the turbo package. So I have to call back and get the turbo package delivered to me-- and of course the food wasn't picked out to maximize weight loss because it had me as not on the turbo plan. Which started this whole thing anyway. Every person I spoke to was incredibly rude, treated me as if I caused the problem, etc. If I wasn't so hopeful to improve my health, lose some weight, and I hadn't already invested over an hour in time on the phone with them: I would have cancelled my order, etc. This company has some serious customer service issues, horrendous people skills, and absolutely no compassion for their work or people in general. If you have another option to go with, avoid this company at all costs!

August 20, 2014
 
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: Ms. Alyssa Raiche
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
 
Re: [redacted], ID [redacted]
      
Dear [redacted],
 
The complaint submitted by Mr. [redacted] on August 12, 2014 was received in my office on August 12, 2014 and has been forwarded to me for response.
 
According to Nutrisystem’s records, on July 4, 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 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.  Please see the attached example of what [redacted] saw prior to submitting his order.  [redacted] was shipped his first order on July 8, 2014.
 
On August 1, 2014, [redacted] was sent an email indicating that his second order was being processed for him.   On August 5, 2014, [redacted]’ second order was shipped to him.
 
[redacted] contacted Nutrisystem on August 5, 2014 and indicated he did not realize that he was on Auto-Delivery. He indicated he did not want the second order that was in transit to him.   [redacted] was provided with return instructions and informed that he would be charged for the discount he received on his first order ($78.43) if he chose to return the second order he received. The ready-to-go portion of [redacted]’ order was returned to Nutrisystem on August 13, 2014 and he was issued a $230.72.  The frozen portion of [redacted]’ order was returned to Nutrisystem on August 14, 2014 and he was issued an additional credit of $129.27 to give [redacted] a full refund for the second order.  [redacted] was not charged $78.43 for the discount he received on his first 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 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, [redacted] was never charged for the discount he received.  He received a full refund in the amount of $359.99 for the second order that was shipped to him. We wish [redacted] continued success with his weight loss goals.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.
 
Sincerely,
 
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: [redacted]

March 26, 2015
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Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: Mr. Joseph Hudach
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: [redacted], ID [redacted]
      
Dear Mr. Hudach,
The complaint submitted by Ms. [redacted] was received on February 20, 2015 and has been forwarded to me for response.
According to Nutrisystem’s records, on February 20, 2015 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. The checkout page also clearly indicates that Ms. [redacted] received an auto-delivery discount on her order. Please see the attached example of what Ms. [redacted] saw prior to submitting her order.  Mr. [redacted] was shipped her first order on February 23, 2015.
On March 11, 2015 Ms. [redacted] contacted Nutrisystem and indicated she wanted to cancel her program.   Ms. [redacted] was informed she would be charged for the discount she received on her first order ($102.10) 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 ($102.10).
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.  As indicated above this information is posted on the website and Ms. [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 Ms. [redacted] a refund for the discount she was charged in the amount of $102.10.   Ms. [redacted] should see the credit applied to her account within 5-7 business days depending on her banking institution.  We wish Ms. [redacted] continued success with her weight loss goals.
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.
Sincerely,
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
Cc: Denise B[redacted]

I originally placed the order for the Turbo10 to try the Nutrisystem program and convinced my parents to try it with me - the items took about 1.5 to 2 weeks to arrive when the charge was immediate. After I spoke with my parents to see if they were satisfied with the product, they said they were not, they did not like the taste and it was not enough food for my dad that works outdoors. I tried calling the1-800 number provided on website for customer service and was very difficult to get a hold of someone to speak about canceling/money-back guaranteed. The website does not make it easy to find a number that will get me to speak directly to someone, after much research and calling [redacted] and they provided a number I was able to speak with someone - I told them the issue about my parents not like the taste of the food and basically 95% of the food is untouched - we have passed the 14 day of full money back guaranteed so we were within 30 days however, they would not allow for the "membership" "contract" to be canceled, they would either charge an additional full order or to "cancel" you HAVE to purchase a $99 dollar purchase EVEN though I was very adamant that my parents WERE NOT Happy and/or SATISFIED that did not matter to them they did not seem to care they continue to provide that same feedback that the account still was going to be charged wether you get the food or not.
I found it very difficult to get some to talk to and that can understand that IF a customer is not happy they make it very difficult for someone to express that without having to think you are having to work very difficult to break the "contract"
I would not recommend this program to anyone, not only is the food not as good or looks as pictured but also does not taste good.
My parents are Spanish speaking and are not able to speak with customer representatives so I was calling on behalf of them but when asked to be transferred to a voice mail for a Spanish speaking representative there was no connection or a voice mail so I am wondering if that line even exists

I called to cancel my auto-ship order from Nutrisystem because I tried the program for a month and did not lose the weight they "suggested" I would. Also I was dissatisfied with the quality of the food offered. When I called customer service to cancel my next order the agent told me there was a $99 charge to do so. I was never aware of this but she told me I agreed to it when I signed up for auto-ship. Nutirsystem does a very poor job of disclosing this fact ( a very poor way to do business). $99 is a lot of money for me and I am very upset that I would be charged anything just to cancel a service.

[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.  I finally received a message from [redacted] and a refund was issued. 
Regards,
[redacted]

March 16, 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 4, 2015 and has been forwarded to me for response.
According to Nutrisystem’s records, on January 28, 2015 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. The checkout page also clearly indicates that Ms. [redacted] received an auto-delivery discount on her order. Please see the attached example of what Ms. [redacted] saw prior to submitting her order.  Ms. [redacted] was shipped her first order on January 29, 2015.
On February 19, 2015, Ms. [redacted] was sent an email indicating her second order was being processed for her.   On February 22, 2015 Ms. [redacted] delayed her second order until May 13, 2015 online.  Ms. [redacted] also contacted Nutrisystem via email and requested the cancellation of her Auto-Delivery Program.
Nutrisystem contacted Ms. [redacted] regarding the request for cancellation on February 23, 2015.  Ms. [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.  Ms. [redacted]’s Auto-Delivery Program was cancelled and she was charged for the discount she received on her first order ($84.99). 
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.  As indicated above this information is posted on the website and Ms. [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 Ms. [redacted] a refund for the discount she was charged in the amount of $84.99.   Ms. [redacted] should see the credit applied to her account within 5-7 business days depending on her banking institution.  We wish Ms. [redacted] continued success with her weight loss goals.
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted], or you may write me at the address set forth above.
Sincerely,
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
Cc: Denise B[redacted]

March 11, 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 26, 2016.
 
According to Nutrisystem’s records, on January 17, 2016 [redacted] and her daughter enrolled in the NutriSystem Auto-Delivery Program by telephone together.   Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when [redacted] and her daughter placed their initial orders.   The representative that [redacted] and her daughter spoke with did not clearly explain the next Auto-Delivery date or the terms and conditions of the Auto-Delivery Program.   We apologize to [redacted] and her daughter for this and we would like to resolve this matter.  Nutrisystem is issuing a full credit in the amount of $309.22 each to [redacted] and her daughter for a total refund of $618.44.   [redacted] should see this credit applied to her account within 3-5 business days depending on her financial institution.   In addition, Nutrisystem will be contacting [redacted] in the next 2 business days to determine if there is any non-frozen products that she would like to return to Nutrisystem.
 
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to [redacted]@nutrisystem.com, or you may write me at the address set forth above.
 
Sincerely,
 
Donna D[redacted]
                                        ...⇄                         Senior Corporate Paralegal
 
Cc: Denise B[redacted]

I would like to file a complaint against Nutrisystem's advertising techniques. I recently purchased the Nutrisystem for what I thought was a 1 month trail for me. However, I find out that my account was charged again for a second delivery because the promotion I signed up for was for auto delivery. In order for me to get the discounted rate I apparently signed up for two mandatory shipments. The issue with this is that it was not clear during the purchasing process and their was no additional correspondence confirming my supposed 2 month shipment of this order.
I have seen other companies who require the auto-delivery for this however, it is made clear in the purchasing process. I think they are running a deceptive campaign about sales by not being clear upfront what you are signing up for.

[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.  The individual who contacted me from Nutrisystem was helpful, and also offered me a fixed discounted price for all of my orders moving forward. Although there has been a delay in this appearing in my account, the individual let me know she is working on it so the proper information will be reflected in my account soon. I am thankful for Nutrisystem's fast action and resolution for the unacceptable customer service I experienced on 2/14.
Regards,
[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:I have learned a lot through this process. I have the "chat
log"  from my conversation with the representative, however, I did not
take a screen shot.  I provided the link which has now somehow changed
from what it was when I saw it.  My daughter also saw the same page and
offer.  The representative I spoke with had referred to their being a "display error."  Obviously this is not uncommon?  What is a display error?  I will attach the conversation I had with the Nutrisystem representative:
An agent will be with you in
a moment. Be sure to ask about our discounts for friends and family members!
You are now chatting with
Isabella.
Isabella:  Hello. I am a Nutrisystem representative who
specializes in helping online customers. May I have your email address to
better assist you?
[redacted]
Isabella:  Hi, [redacted]!
Isabella:  Thank you for sharing your email address.
What brings you to Nutrisystem Live Chat today?
[redacted]  The email I responded to order stated 50%
off, however, when I go to check out it is not 50% off?
Isabella:  Could you please copy and paste your order
summary in this chat so that I can check it for you?
[redacted]  Men's Program$462.45Auto-Delivery Discount [20.0 Percent Off]:-$92.49Shipping Charges: (Free shipping with 28-Day
Auto-Delivery order in Continental U.S.)$0.00Sales Tax:$0.00Grand Total:$369.96By submitting my order, I have read and
accepted the Terms and Conditions.Secure Server
Isabella:  Thank you for the details.
Isabella:  Please wait for a moment while I check that
for you.
Isabella:  Thank you for waiting. Just to confirm, did
you receive email for $50 off or 50% off?
[redacted]  $50 off, however, when I click on the site,
it shows:            (The email was titled:  Patrice, Try our frozen foods and save $50.)
[redacted]  HURRY—FINAL DAYS ARE HEREGet up to50% offWith 28-Day Auto-Delivery plans †Choose your plan to get started:Women'sMen'sDiabetes
Isabella:  It should be $50 off.
Isabella:  You're not getting the correct promotion.
However, that's not a problem. I'll help you apply correct promotion on your
order.
Isabella:  Please note that you'll get $50 off on top
of our current promotion.
[redacted]  But the actual site shows 50% off
Isabella:  It could be due to display error. I
apologize for the inconvenience caused.
Isabella:  Let me send you a link for $50 off and I'll
assist you step by step to apply that promotion on your order.
[redacted]  I don't want the $50 off. I would like the
50% off promotion as advertised on the site.
Isabella:  I am sorry; the 50% off promotion isn't
available.
Isabella:  You'll get $50 off on top of our Fast5
promotion.
Isabella:  With our Fast5 promotion, you'll get around
35% off on the full retail value and you'll get one week Fast5 kit plus Free
shakes for 7 days.
Isabella:  Let me share more information on that.
Isabella:  Your first 28 days of order will include one
week of Fast5 Kit which includes 7 days of specially selected breakfast, lunch
and dinners. It also includes two FREE chocolate shakes for 7 days: EnergiZing
shakes designed to boost your metabolism and Craving Crusher shakes designed to
satisfy your hunger cravings.
Isabella:  The 7 days Fast Five kit contains one week
of pre-selected foods that are specially selected to help you reach a five
pound weight loss in the first week. You need to start your program with the
Fast5 kit and you need to incorporate the free shakes along with the Fast5
program. You can generally expect to lose five pounds by following the Fast
Five kit during your first week of weight loss. Thereafter, you will transition
into the regular plan and with that you can generally expect to lose 1-2 pounds
per week on Nutrisystem.
[redacted]  What would the total price be?
Isabella:  Please wait for a moment while I check that
for you.
Isabella:  Thank you for waiting. Your time and patience
is highly appreciated.
Isabella:  Men's Core plan costs $309.99 per month with
our Fast5 promotion; however, you'll get an extra $50 off on your first order,
so you'll be charged just $259.99 for the first month.
Isabella:  From next month onwards, you'll be charged
$309.99 per month.
[redacted]  I am disappointed that your site shows one
thing and when trying to actually get the offer it's been switched to something
else? Might I ask is this common practice?
Isabella:  I apologize for the inconvenience caused to
you. You might be facing the display issue. I'll pass your feedback to
concerned department and please be assured that we'll work on it.
Isabella:  It's not a common practice and not a true
reflection of our service.
Isabella:  Let me send you a link for $50 off.
The agent is sending you to http://www.nutrisystem.com/holiday.
Isabella:  Please click on the above link and let me
know if it worked for you.
Isabella:  Please leave this chat window open and stay
connected, so that I can assist you in a best possible way to complete the
order successfully.
[redacted]  I think you've answered my questions.
Basically, you don't honor the offer advertised.
Isabella:  Okay. Let me clarify that.
Isabella:  We do not have any such promotion which
gives you upto 50% off. We have $50 off first order promotion and I can help
you with that.
Isabella:  You might have seen that on your page due to
display issue.
[redacted]  Okay. Thank you.
Isabella:  I can understand that must make you feel
upset. I would have been pretty upset in that situation, too.
Isabella:  Please click on the above link, select your
plan and proceed with your order.
Isabella:  Let me know once you're on Personal and
Shipping information page to further assist you.
[redacted]  Thank you.
Isabella:  You're welcome!
Isabella:  Were you able to reach to personal and
shipping information page after selecting your plan?
[redacted]  No, thank you. I'm unsure what I am going to
do.
Isabella:  I apologize for the inconvenience once again
and we understand your patience and understanding in this matter.
Isabella:  We cannot give you 50% off but how about if
I provide you 40% off promotion.
Isabella:  We have 40% off plus one week free promotion
wherein you can get Men's Core plan for $284.99 per month and you'll get one
week of extra free food with your first order. However, Fast5 and $50 off on
the first order isn't included with this offer but the benefit is that you'll
pay $284.99 each month as long as you're on the plan.
Isabella:  The best I can do is offer you $30 discount
coupon for your first order on top of $284.99 price with 40% off plus one week
free promotion.
Isabella:  How does that sound?
[redacted]  I'm sorry. I'm unsure what I am going to do.
Thank you.
Isabella:  That's alright. Not a problem. You can think
over it and come back online later. We're here to help you! Please note that we
can only provide you $30 discount coupon for your first order if you order with
our default Fast5 promotion or 40% off plus one week free promotion as two
discount offers and promotions cannot be combined.
Isabella:  If you decide to order with Fast5 plus $50
off first order promotion, we won't be able to provide you any additional
coupon.
Isabella:  I hope that helps. You can contact our call
center to check with them and know more about our different promotions and
discount. They will provide you the best possible option.
Isabella:  You can contact our call center on
###-###-####. They are available between Monday to Sunday, 7AM - 12AM EST.
Isabella:  Would there be anything else I can assist
you with?
[redacted]  No, thank you.
I am a little confused at this point.  I just want what was advertised. 
Regards,
[redacted]

Last month I received two separate shipments of the auto-delivery that I had requested and paid for both shipments. Last week I received another shipment and received a phone call today that another delivery would be coming. Because I did not know what was going on, I contacted your customer service and spoke with Teresa, who said she was the supervisor and manager. She said that it was my fault that the two shipments per month were being mailed as I had tried to turn in my own selection for delivery along with the auto-delivery shipment. I explained to here that I work in a customer-service related venue and I know that she could make it happen to cancel the incoming shipment if she held that much authority. She said that they could send a return shipment label for the non-frozen food items that were arriving today. My question is why would I receive a call today that my shipment was going out and on the same day receive that shipment? Also as a company that is involved in orders and shipping would you not have a computer system that would cross check names and addresses to make sure a double shipment wasn't sent? Because of Teresa's negative attitude and her seeming to speak down to me instead of trying to work with me, I will refuse both the non-frozen and frozen items that are being shipped and will contact my credit card to deflect the charges.

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 on June 1, 2015 and has been forwarded to me for response.
 
After reviewing **. [redacted]’ complaint I contacted our Customer Service Department to determine if they had a listing for **. [redacted] or his email address [redacted].com.   According to Nutrisystem’s records, **. [redacted] created a profile on Nutrisystem’s website using the above referenced email address on May 7, 2015 at 5:18pm.    This prompted Nutrisystem to begin sending marketing emails to **. [redacted] “on an established business relationship” under current Telemarketing Rules.   However, any request to unsubscribe from a customer is handled immediately, but it usually takes 7-10 day to go through our internal systems and update accordingly.  Nutrisystem customers’ are informed of the time it takes to be removed via a reply email once they unsubscribe from the site.
 
Nutrisystem has no record of **. [redacted] opting out of emails from Nutrisystem.  Nor does Nutrisystem have a record of **. [redacted] contacting Nutrisystem via telephone or email to request that Nutrisystem remove him from its email list.  Since receiving **. [redacted]’ complaint Nutrisystem has put **. [redacted] and his email address on its “Do Not Email” list.   We ask that **. [redacted] allow 7-10 business days for our internal systems to update accordingly.  
 
We apologize to **. [redacted] for any inconvenience this has caused him, please be assured that he will not be receiving any further emails from Nutrisystem.
 
If you have any further questions, please do not hesitate to contact me at [redacted], 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]

Review: Tried to cancel further deliveries of product. Was charged additional $84+ to repay them the 20% discount that I had received initially. Per their website there is no other way to order other than auto delivery. Bigger problem, if you are ordering on a mobile device, smartphone or [redacted], the terms and conditions of auto delivery program cannot be viewed. These terms are conveniently covered up by other information. Pull out an [redacted] and check it out. Also, on their website the Better Business logo is in the bottom corner and once you click on it, it will ask if you would like to file complaint against Nutrisystem. If you proceed to file complaint, you get an error message. I had to go to order complaints on your website to enter my complaint, and amazingly, I was not shut out with error message.Desired Settlement: I would like to be refunded the $84+ they charged me to cancel future deliveries.

Business

Response:

November 20, 2014

Review: I cancelled Nutrisystem seventeen days after I tried it. I didn't care for the food they supplied. I called on 5/2/2014 to cancel. I was told by the representative that the free shipping and handling that I received when I first ordered, would have to be payed back. They would charge my [redacted] $110.10. I told him that I would fight the charge. I was not told of any cancellation fees when I ordered. I would not have ordered if I had known. I had a hard time finding this information on their website. I feel it is deceitful that they spring this charge on me. They told me that I was getting free shipping and handling when I first ordered. I didn't know I was going to have to pay it back when I canceled.Desired Settlement: I don't feel I should have to pay the $110.10 charge on my [redacted].

Business

Response:

May 22, 2014

Review: I am a long-time customer of NutriSystem. I was on auto fill order. When I opened up my last order, it was for Lunch & Snack only.

When I called NurtiSystem, they said I had called them to order this Lunch & Snack order. I never did that. I didn't even know such a Lunch & Snack program even existed. I was on Auto Fill which means I should have received the normal order of Breakfast, Lunch, Dinner, and Snack.

This Lunch & Snack package is both expensive and useless when on a diet. They are just trying to make money off of unsuspecting consumers.Desired Settlement: I need my regular order or a package that contains a month's Breakfast and Dinner meals.

NutriSystem needs to change its policy of sending things people didn't order.

Business

Response:

April 2, 2013

Revdex.com

Of Metro <st1:city w:st="on">Washington <st1:state w:st="on">DC and <st1:place w:st="on">Eastern Pennsylvania

Attn: [redacted]

<st1:street w:st="on"><st1:address w:st="on">1880 John F. Kennedy Blvd., Suite 1330

<st1:place w:st="on"><st1:city w:st="on">Philadelphia, <st1:state w:st="on">PA <st1:postalcode w:st="on">19103

Re: [redacted], ID [redacted]

Dear [redacted],

The complaint filed by [redacted] submitted March 21, 2013 was received in my office on March 22, 2013 and has been forwarded to me for response.

[redacted] has been a long time customer of Nutrisystem. According to Nutrisystem’s records [redacted] has been on the Nutrisystem Auto-Delivery Program intermittently since 2006. [redacted] was most recently enrolled in the Nutrisystem Auto-Delivery Program in 2012.

On February 23, 2012, [redacted] enrolled in the Nutrisystem Auto-Delivery Program through the Nutrisystem website. [redacted] was shipped his first order on February 23, 2012. According to Nutrisystem’s records, [redacted] contacted Nutrisystem on February 28, 2012 and indicated that the program was too costly to continue and he wanted to cancel the program. The Customer Service Representative that [redacted] spoke with explained all of the program options to [redacted] and he agreed to remain on the program. Later that day [redacted] switched the package he was to receive through the Nutrisystem website from the Men’s Success to the Men’s Just Lunch and Snack Success Program.

On March 19, 2012, [redacted] was sent an email indicating that his next order was being processed for him. On March 24, 2012, [redacted] was sent his order which included the Men’s Just Lunch and Snack Success Program. On April 12, 2012, [redacted] contacted Nutrisystem and cancelled his Auto-Delivery Program. [redacted] did not indicate that he was not satisfied with the order that he received at this time, nor did he request to return the order.

On March 21, 2013 (almost one (1) year later), [redacted] contacted Nutrisystem and indicated that the order that he received was incomplete and did not include the breakfast and dinner items. The Customer Service Representative that [redacted] spoke with tried to explain to [redacted] that he had changed his package online to just lunches and snacks. [redacted] was ultimately transferred to a supervisor who tried to explain to [redacted] that the order he was referencing was from a year ago and the order included just lunches and snacks because [redacted] changed the package online back on February 28, 2012.

We are sorry that [redacted] was not satisfied with the order he received in March 2012. Nutrisystem cannot accept the order for return since it has been over a year since [redacted] received the order. However, Nutrisystem values its customers and has applied a $25 coupon to [redacted]’s account that he can use towards a future purchase if he so chooses. We wish [redacted] continued success with his weight loss goals.

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,

Senior Corporate Paralegal

Cc: [redacted]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I never switched my package to receive the Men's Just Lunch and Snack program. I never heard of that program.

"Later that day [redacted] switched the package he was to receive through the Nutrisystem website from the Men’s Success to the Men’s Just Lunch and Snack Success Program." This is totally bogus and an attempt to push a package that no one in their right mind would want.

Regards,

Review: Company advertised 50% off on website. - http://www.nutrisystem.com[redacted] - When I went to purchase the product it did not come up 50% off. I talked to customer service through "chat" and she offered all kinds of plans but said she could not honor the 50% price as advertised. She explained there was a "display problem". This was hours ago, and checking again, the same advertisement is still up. Isn't this illegal, or at least quite unethical?

Additionally, because I couldn't sign up for the program at the 50% off price, I was unable to sign my son up and save an additional $50 on the Family Plan.Desired Settlement: I would like the company to honor what is advertised. I would like to purchase the product at the 50% off price and sign my son up for the Family plan in addition to this.

Men's Program

$462.45

Auto-Delivery Discount [20.0 Percent Off]:

-$92.49

Shipping Charges: (Free shipping with 28-Day Auto-Delivery order in Continental U.S.)

$0.00

Sales Tax:

$0.00

$369.96

By submitting my order, I have read and accepted the Terms and Conditions.

Secure Server

(The above is what I encountered when trying to check out.) The total amount should have been $231.23 - half of the $462.45 price.

Business

Response:

November 24, 2014

Review: After spending more than $on the program, or about two months' worth of food, I finally was ready to start the program, i.e., my life was settled to a point that I could be successful
I started to eat the food last November and was sick, extremely dizzy and throwing upIt was a horrible experience
I falsely assumed it was the flue, so after waiting a few weeks I again tried to eat the food and although the reaction was milder, I stopped eating it again
At this point I decided to wait until after the holidays to try it againStill I had not made the connection between my illness and the food
In late January I tried to eat the food again and again I became so ill that I had to have my wife pick me up from workI was too dizzy and sick to drive myself home
At that point I believed that I had had food poisoning and I finally made a solid connection that the NutriSystem Food was making me sick
I complained a few times but in each case the representative was very nice and promised resolution – which never happened
The food was put on a shelf and not touched again until late last summer
At that point I started to call Nutrisystem again about what they would do to solve the issue
Nutrisystem's solution was to send me more food
Of course this was not acceptable so I started to look for online forums to complain about the company and to see if others had had the same reaction to the food
In my latest posting "Consumer Affairs Bulletin Board: Sept7, 2014" I was promised prompt action and again nothing happened
I have been left with no other recourse but to file a complaint with the Revdex.com and the Attorney General Office in Minnesota.Desired Settlement: I'll send you the food - I just want my money back and I feel there shoudl be a warning put on your label stating that the food could make you very ill
Business
Response:
October 16,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
John FKennedy Blvd., Suite
Philadelphia, PA
Re: [redacted], ID [redacted]
Dear [redacted],
The complaint filed by **[redacted] dated October 2, 2014, was received in on October 3, and has been forwarded to me for response
According to Nutrisystem's records, [redacted] enrolled in the Nutrisystem auto-delivery program on June 14, and received two (2) ordersThe first order was sent to [redacted] on June 14, 2014, the second order was sent to [redacted] on August 2, On August 26, 2013, [redacted] contacted Nutrisystem and cancelled his auto-delivery, citing that he was unmotivated[redacted] made no indication that he had any issues with the Nutrisystem® program at this time
On June 19, 2014, more than a year after [redacted] received his first order, [redacted] contacted Nutrisystem and requested a refund for some expired items that he still had[redacted] was advised to discard the unused food products and was reminded that Nutrisystem has a day Money Back Guarantee policy and a day Return Policy (attached)The food products were not returnable after days, let alone a year later
On June 24, [redacted] called a second time and spoke with a supervisor[redacted] was again informed that Nutrisystem could not refund him as the food products in his possession were over a year oldIn the interest of good consumer relations, the supervisor indicated that he could send [redacted] replacement items as a courtesyAt this point [redacted] indicated that he had become sick after consuming the Nutrisystem® productsThe supervisor inquired as to why [redacted] had not contacted Nutrisystem sooner and whether he had seen a doctor[redacted] responded indicating that he did not see a doctor, that he travels a lot and going through the packages was not a priority to himThe supervisor again indicated that the only thing that he could do for him, as a courtesy, was to send him replacement items[redacted] agreed to inventory the items he retained and get back to the supervisor
In regards to [redacted]'s alleged illness, as with all changes in diet, people can experience a variety of side effects when they change their diet including, but not limited to nausea and dizzinessTolerance to changes in calorie intake and/or food choices varies from one individual to anotherNutrisystem has trained Weight Loss Counselors and Certified Dieticians available to our customers via telephone and online in the event our customers experience any side effects from weight lossNo calls were ever received from [redacted] after he consumed foods in November and then again in January In addition, our customers are always advised to consult with a physician before beginning Nutrisystem or any other weight loss program
As of the date hereof, Nutrisystem has not received an inventory of items, nor another telephone call from [redacted], and therefore considers this matter closed[redacted] also contested this refund refusal on Consumer Affairs.com, which has taken this complaint off of its website, after our response was provided
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]
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]

Review: When I was placing the order I was being walked thru the whole ordering process with an customer service agent. Now, that I called to cancel my next shipment, due to the fact that this program unfortunately didn't work for me I was told that I have to pay back the shipping fee plus a discount which would total to around $80. However when I was placing the order, the customer rep failed to mention this "little" information to me. I feel like being ripped off, and quite frankly if I knew that I would not have placed my order in first place. Really sad that there are still companies out there that follow that kind of business practice.Desired Settlement: To cancel without having to pay some fees! Also, for future customers I would like to see that a customer service rep would mention that important information when placing an order. I personally feel like being tricked!

Desired Settlement: No future charges!

Business

Response:

November 11, 2013