Nutrisystem, Inc.

Review: The customer service department is lacking. I had cancelled this service, but still received a delivery after I was told I would not. I took the delivery to my nearest delivery center used by the company. They told me I needed a return shipping label which was not included on the package. I tried to call the customer service dept. to have them email a label, but apparently you can only have problems during the weekday as I could not talk with anyone. I then chose to talk with a counselor and was connected to a person. This person was very apologetic as she could not handle my shipping problem. If I wanted counseling about weight loss she would be able to help me, but anything having to do with the business end of the operation would have to wait. I was fed up at this point and paid out of pocket for this incorrect order to be returned. Problems do not only occur on weekdays so Nutrisystem needs to make their call center easier to contact. They are not a consumer friendly company. I will call on the next business day to be sure they refund my credit card for this last shipment and a refund of the return shipping fee will also be asked for.Desired Settlement: I would need for this latest shipment to be refunded.

I would need a refund of the shipping fee that was paid out of pocket.

I would like them to revisit their customer service department and rework it to be more consumer friendly.

Business

Response:

July 16, 2013

Review: I was unable to discontinue my autoship order with Nutrisystem online or on the phone even though I completed the two month mandatory shipments. The sales person would not discontinue my autoship unless I answered survey questions that I did not have time for. I have a child currently in a wheelchair and told her this but she still refused to discontinue the autoship without completion of the survey. I feel like my credit card is held hostage. I sent an email to nutrisystem concerning this matter but have not received a reply.Desired Settlement: I want an email stating my autoship is cancelled. It would be nice for future customers to be able to discontinue their autoships in timely manner as well.

Business

Response:

October 21, 2014

Review: In the last few days I have been receiving a significant amount of Spam via email. One of the Spams was sent by Nutrisystem. I have never visited the Nutrisystem web site or requested information from Nutrisystem.

I contacted Nutrisystem. Emily told me that they purchased my email address from another company and agreed to remove my name from the Nutrisysytem email list. This is OK but I requested the name of the company that Nutrisystem purchased my email address from so that I can remove my address from all similar marketing lists. She told me that she did not have this information.Desired Settlement: I would like to receive the name, phone # and email of the company that Nutrisystem purchased my name from so that I can contact them directly in order to have my name removed from their list.

Business

Response:

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

Review: I ordered the nutra system products and they sent them to the wrong location. Then they stopped them and resent them to a location that I was no longer at. Then I ordered another shipment and they sent it 9 days earlier that they told me it would be shipped and I wasn't at that location either. I talked to a supervisor Marlon @ ext [redacted] and he told me I would be fully refunded. Then they rebilled me for the shipment and added a charge for cancelling the auto delivery. I talked to them 20 times and they told me I was refunded and they couldn't find where I had been charged. It is still on my credit card statement as of today.Desired Settlement: I want refunded the full amount of $359.99 & $109.60 to my credit card. I am reporting them so maybe someone else wont have to go through the hassle I have to try to give them business. I have probably been on the phone with them a total of 10 hrs trying to get this settled

Business

Response:

October 30, 2014

Review: I have cancelled my order in April 2014 I keep getting annoying calls on ordering from this company. On yesterday I had over tens calls from this company from a robot call on "this is an important message from nutr-system we have been unable to place your order please select and give a new credit card on file" I have not order and would like for the harassing calls to stop. I did call back yesterday at a ###-###-#### and spoke to a James. He told me that I need a code to stop the calls. That do not make any sense but he refused to stop the calls on today a ###-###-#### robot call came from nuyri-system requesting that I need to change my crefit card for an otder that I did not place. This is begining to be very totally annoying. I would like for thr calls to cease. Thank youDesired Settlement: To stop calling my phone thank you

Business

Response:

September 23, 2014

Review: I contacted the company a few days ago to request a refund on their product (UPC# [redacted]) that I purchsed for $38.86 at my local retailer, and my case was assigned number [redacted]. The website explains that "if for any reason you wish to return any unopened Nutrisystme non-frozen food item, we'll give you a refund (less shipping), no questions asked." I found this by navigating to "What's your return policy" on [redacted].

However, Nutrisystem will not honor my request. They claimed that it is not their responsibility since the item was purchased at [redacted]. Since Nutrisystem manufactured the product, I am requesting a refund through Nutrisystem. Nowhere on their return policy does it mention having to take products back to [redacted].Desired Settlement: I am requesting a full refund in the amount of $38.86, or I would even be willing to accept a new 5-7 day product.

Business

Response:

August 13, 2013

Review: I have constantly asked to be unsubscribed from adds from Nutrisystem, Inc. for the past 3 (Three) months

and to date 06/06/2014 am still receiving those adds. I would like this matter to be resolved once and for

all, Thank you.Desired Settlement: I want my e-mail to be free of adds from Nutrisystem, Inc.

[redacted].

Business

Response:

June 17, 2014

Review: I ordered a food package from nutrisystem on October 17th, 2013 in the amount of $291.84. I was initially prompted to try out the system when I discovered that I could get a significant discount through my health insurance and one of thier business associates. On top of that I took advantage of a promotion they were offering to get a discount on current and future purchases by providing my checking account information so that they could withdraw money automatically whenever I placed an order. It is worth noting that my intentions were to try the system out for one month and one month only. I never had any intention whatsoever to continue buying nutrisystem food mainly because it is overpriced. I noticed on November 7th (approximately 3 weeks after my initial order) that they had charged my checking account $277.19. The food from the meal plan I orginially purchased was intended to last a full 30 day period. To my surprise, even though I had plenty of food still, I was automaically charged for this additional purchase without my permission less than a full month after the first one. After calling and speaking to a customer sales representative from nutrisystem, I learned that apparently they automatically charge you for additional orders each month whether you need or even want more food and without your consent. I definitely was not aware of this policy, and even if I was, I am sure I would have called to cancel my account as well as any current or future orders before the next order was scheduled to be processed and/or money extraced from your checking account without your permission. However, they charged me for another monthly order a week before my first 30 day meal plan was scheduled to be depleted.

Obviously I was perturbed with their policies and the way I was treated, not to mention I couldn't afford to buy any more of their food, so I called to cancel any and all dealings with them. However, I was told that there would be an $85 chargeback fee. I was under the impression that as long as you cancelled before they shipped your second order the cancellation process would be straightforward. Any discounts I was receiving was on account of my insurance's promotion ([redacted] partnered with [redacted] West Virginia). It is like they are trying to force me to get a second month by charging an outlandish chargeback fee ($85 is ridiculous I can see if it was $35). If that isn't a bait and switch then I don't know what is. I also think it is bad business practice on their part to not allow any account or order cancellations online despite being able to complete the entire account creation and any purchases solely online. They are doing anything and everything to deter cancellations by making it as inconvenient as possible to terminate your dealings with them. I wish I could say that their shady business practices end there. Unfortunately it got worse. I was told that it would be in my best interest to purchase at least one more month, because if you order at least 2 different and consecutive 30 day food assortments you will not be charged the $85 fee when cancelling. I considered doing that since I didn't want to lose $85 for absolutely nothing. When the sales rep noticed my hesitation, she offered an additional $25 discount on my second order. I was seriously considering this option, but I had the good sense to ask if that $25 would be credited back to my checking account since the $277.19 for the second order was already charged. After a long pause, she conceded that in fact it would actually not be possible to get the discount credited since the charge had already been processed. If I wouldn't have said anything I am sure she would've written everything up, received her commission, and went on about her day without a second thought to my misfortune. I told her I would need to think about it and call back.

I called back a few hours later and talked to a gentleman named [redacted]. I told [redacted] my entire situation and he came up with a solution. He offered to cancel my pending order (the second one for $277.19) and create a new order to take advantage of the $25 discount the previous sales rep had offered, so long as I agreed to pay and have the order processed within 30 days. I begrudgingly agreed to this scenario and he told me at least 3 times that the order had been cancelled and they would be crediting back my checking account $277.19. He was aslo supposed to send me an email with the details of our converstion including the transaciton details, changes to my account, confirmation of the money being credited back, and the new delivery date. However, they never credited my account and the information in the email I received stated that the Auto-Delivery was delayed and my next shipment was scheduled to process on 12/8/2013.Desired Settlement: I just want what I feel is the correct amount of $277.19 credited back to my checking account and my current orders, future orders, and account definitively cancelled once and for all. I want the Full amount without any ridiculous unfounded $85 chargeback fee being held back. I paid for my first order and already received the food, so I am not requesting any money back at all for that one. The second order however, I have not received so I don't expect any issues getting a full refund. Thank You.

Business

Response:

November 27, 2013

Review: In June (2013), I placed an order with Nutrisystem Diet Plan on-line under their auto-delivery “discount” plan. I have used their program off and on for several years with limited success. After one month’s supply of food, I decided to cancel further orders because I tire of their food. When I called customer service to cancel, they stated that I would be billed $82.00 after cancellation. They claim that when I ordered, it was clearly stated that I must order at least 2 months worth of their food under the auto-delivery program to receive the discounted price. I NEVER saw/understood/heard this on this or past orders. When I questioned, they offered no recourse or refund. I suspect this is a “fine print” gimmick that they are running designed to trick the consumer. I assume that I will have no way to resolve my complaint since they put such conditions in fine print, but I wish for this complaint to be on file with your organization so that other consumers are aware of this sub-standard way of doing business.

Business

Response:

September 3, 2013

Review: It is advertised "Moneyback Guarantee" if unsatisfied with their product or services with in 14day. I contacted the company on the 5th day after placing the order. The food delivered was not what I had chosen on the site, my package was also initially lost. I was charged another fee to cancel my subscription and was not refunded my money as guaranteed. I was advised the additional charge was due to the benefits I received when initially signing up. The guarantee is clearly a scam.Desired Settlement: I'd like all my money back as advertised since I was under the 14 days and unsatisfied with the company.

Business

Response:

December 31, 2014

Review: I ordered a nutrisystem plan on the same day as my husband. My husband was told by a customer service representative on the telephone that if we did not keep the plan, we could return the food ite** within 2 weeks and receive a total refund of our charges. I was also assured by a Counselor that the program would work for me, even though I am on hormone medications. The food was terrible, some of it was actually stale, caused constipation, and the weight loss was not as promised. We returned our food ite**, covering a full 2 weeks. My husband finally received a credit to his card, minus $85+ and was told he was charged for the food which was not returned, contrary to what he had been told previously. I had heard nothing from Nutrisystem, even though my food was returned on the same day. I contacted them several times over the past few days and the recording would simply hang up on me, and today, I was screamed at by a Customer Service Representative, hung up on, and could not get any satisfaction. The only thing I was told--I did not return 2 weeks of food, which I did, I counted all the ite**, and that I was credited for $139.83 on my [redacted] Card on November 15, 2014. There is no credit on my card. I sent 2 emails to Nutrisystem today. This company has a horrible "customer service" and does not live up to its advertising. I need to get my credit, and I need to talk to a supervisor(I was not referred as requested) about the original information give to my husband regarding a full refund, if the food and weight loss were not up to standards which they advertise. My husband also made several calls and was rudely treated on the telephone when he explained the "full refund" promise made. Order No. [redacted] and [redacted]Desired Settlement: I wish to receive a full credit on my [redacted] Card as promised, and my husband should receive a refund on his credit card also based upon what he was told when ordering.

Business

Response:

December 15, 2014

Review: I called and cancelled my program at nutrisystem [redacted] and [redacted] the man said was taken care of about 2 weeks later I get more product and they debited my account over 250.00 so I called all I wanted is a return label to send it back and my money put back into my account and she said no way I have to pay for shipping and clearly I canceled it because mine stopped the lady argued with me that I didn't and they would not be responceable for shipping it back I was and it was there mistake .Desired Settlement: all I want is a shipping label at their cost ill ship it back as long as its not far from my home and I want all my money put back into my account.

Business

Response:

Dear [redacted],

We are currently researching the emails and telephone calls associated with **. [redacted] and request some additional time to complete this research due to the July 4th holiday. I will get back to you as soon as I receive the results of the research.

Sincerely,

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 cancelled both orders the same day it was an error on their part and im not accepting fault for that and when I called to explain that the lady was rude and didn't want to hear anything I said so I had to take time out of my day for this my time is important and im not paying to ship it back if it was my fault I would assume responsabilty but I clearly said I want our meaning more than 1 stopped as of today I want my money retured to me and im not paying for shipping.

Regards,

Business

Response:

July 23, 2013

Review: The on line option for Nutrisystem has a confusing and false claim. When customers are prompted to the order screen the following appears: for the My Way Select Plan, the screen ([redacted])states the following:

Thank you for choosing Nutrisystem!

Let's start by confirming we have your correct plan.

Plan...........................................My Way Select Plan

Daily Price.................................$10.36

Total Price.................................$289.99

PLUS SAVE $40 INSTANTLY!†

As a consumer I read this as $289.99 less $40.00, leaving a total of $249.99. When I asked for online help, the clerk explained that the $40 discount was already reflected in the $289.99 price. It should also be noted that the small cross appears only after the exclamation point and no where else on the page.Desired Settlement: I would like to be able to purchase the product at the advertised price. I would like the advertisement corrected.

Business

Response:

September 2, 2014

Review: I purchased the Nutrisystem program. They guarantee that you will lose weight on the program. I actually gained weight on this program. The food was gross and did weird things to my stomach. I contacted customer service an told that I was unhappy and that I wanted my money back for my initial purchase. I have not received my refund.Desired Settlement: I want my initial money back that I spent on getting started.

Business

Response:

August 22, 2014

Review: Repeated unsolicitied emails clogging up my email accountDesired Settlement: That these lowlifes stop harvesting email addresses to pester me with unsolicited messages

Business

Response:

July 30, 2014

Review: After repeated requests to be removed from their SPAM nothing has been done. I get useless email everyday.Desired Settlement: No more contact from them.

Business

Response:

June 6, 2014

Review: when I purchased nutrisystem on May 8,2014 I was not told that I had to buy two months worth to get the discount that they automatically offered me. due to my cancellation I am being billed back more than the amount the discount totaled too. I still payed over 200 dollars for a month of products and now owe over 80 for nothing at all. When talking to a representative on May 22, 2014 She explained that if I were to cancel my second order they would take over $80 and receive nothing.Desired Settlement: I hope the outcome includes both getting a refund due to misinformation and that they make it more clear to everyone that their discount comes with a cost if not followed. This company needs to put more of their fine print into bold print.

Business

Response:

May 29, 2014

Review: I recently subscribed to Nutrisystem's Fast 5 promotion they have advertised. The Fast 5 promotion is advertised as follows:

Get the all new Fast 5 kit – FREE!

In addition to getting 28 days of delicious food, you’ll get the tools you need to accelerate your weight loss with our new Fast 5 Kit:

7 extra, specially designed breakfasts, lunches and dinners

7 EnergiZING shakes to rev your metabolism

7 Craving Crusher shakes to fight off hunger

Complete meal guide to keep you on track

I did receive the 7 extra, specially designed breakfasts, lunches and dinners. Unfortunately, I have not received the 7 EnergiZING shakes to rev metabolism or the 7 Craving Crusher shakes to fight off hunger.

Nutrisystem's customer service dept. has informed me that I am not enrolled in the Fast 5 promotion but I don't see how that can be since I followed all the Fast 5 links on their website. (Perhaps Nutrisystem should check with their website technicians to make certain it's working properly.)One of the requirements for the Fast 5 promotion was that I sign up for the 28-day auto delivery and I have done that.Desired Settlement: I would like to receive (at no additional charge) the 7 EnergiZING shakes to rev metabolism and the 7 Craving Crusher shakes to fight off hunger (all in chocolate flavor).

Business

Response:

October 14, 2013

Review: I had to cancel the auto-shipment on the program because for one, it was not working, and for another, I did not have the money to spend on it. They charged the cancellation fee to a credit card that I did not have on file with them any more. I had another card on file and I asked them if they could send me a bill and I would send them a check or money order. They charged a card that I did not have on file because I am no longer authorized to use it. I asked them why it was charged and they keep giving me the run around. I just want to know why the charge was put on a card that is no longer on file with them.Desired Settlement: I would like them to refund the card that they took the cancellation fee out of that they were not authorized to and send a bill or I can send in a check or money order. I have all of the e-mails between us where they are dodging the question and will not say why they charged a card that is not on file with them.

Business

Response:

May 2, 2013

Review: I have no prior relationship and am suddenly being spammed. Please go away and stay away from my inbox. [redacted]Desired Settlement: Please make them go away.

Business

Response:

June 17, 2014