Nutrisystem, Inc.

[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 as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

February 3,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ** ***, ID ***
Dear ***
***,
The complaint submitted by *** ** *** was received in my office on January 25,
We are sorry that *** *** was not satisfied with the Day Weight Loss Kit you purchased through the retailer ***. *** purchases these kits from Nutrisystem and *** in turn sells them in their retail stores. Nutrisystem does not accept these kits for return, nor can Nutrisystem issue *** *** a refund for the kit. The Nutrisystem money back guarantee applies to our customers’ first day orders. Please see the money back guarantee attached As with most retail purchases, *** *** will have to return the kit to a *** location to exchange or return it and their return/exchange policy will apply.
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

March 2,
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Attn: Ms*** ***
Re: *** ***, ID ***
Dear Ms***,
The
complaint submitted by Ms*** *** was received on February 18,
According to Nutrisystem’s records, on January 28, Ms*** enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem websiteWith our Auto-Delivery Program, customers receive a special discount off the full retail value of a 4-week plan with an auto-delivery purchaseYou also receive free shipping (Continental US). By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every weeks unless they cancel. If they are not 100% satisfied, they can call ###-###-#### within 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 day guarantee period, they authorize us to charge a $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). Ms*** submitted her order and agreed to the terms prior to purchasing. Ms*** purchased the Woman’s Uniquely Yours Program which includes both frozen and ready to go food products. The frozen and ready to go items are sent to our customer via *** in two separate shipments. The frozen portion of Ms***’s order was shipped to her on January 29, and the ready to go portion, which includes the tools to start the program was shipped to Ms*** on January 30, 2016. Ms***’s frozen order was delivered to her on January 30, 2016. The ready to go portion of Ms***’s order was not delivered to her until February 3, 2016. Nutrisystem is investigating why it took so long for Ms*** to receive the ready to go portion of her order.
On February 18, 2016, Ms*** contacted Nutrisystem with some questions about the program and the delay in her food deliveries. Ms***’s Auto-Delivery Program was cancelled at this time and she was charged the $cancellation fee in accordance with the terms and conditions of the auto-delivery program
Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when Ms*** contacted Nutrisystem on February 18, 2016. We apologize for the experience that Ms*** had with the customer service representative she spoke with. Nutrisystem values its customers and wants each of our customers to have a good experience during their weight loss journey with Nutrisystem. Ms***’s experience did not coincide with Nutrisystem’s values. Nutrisystem has since contacted Ms*** and apologized for the experience she had. Nutrisystem also provided Ms*** with a refund for the $cancellation fee she was charged and Nutrisystem has issued Ms*** a full refund for the first order that she received due to the delayed shipments. We appreciate Ms***’s business and we hope that she will consider the Nutrisystem program again
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: Denise B***

Contract is misleadingIt is not clearly stated and without proper emphasis that customer is committing to a minimum of two monthsI tried to cancel bafter one month only to be made aware of substantial penalty

They scam you with the auto deliveryNever selected auto delivery so it must be something you have to unclickHad already sent me the frozen food so I couldn't get a refundThey sent the food way too early and I had no room for it so a lot of it spoiledBiggest rip off everWould not order againMarie O*** should be ashamed for endorsing this

May 29,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ***, ID ***
Dear ***,
The complaint submitted by *** *** on May 22, was received in my office on May 22, and has been forwarded to me for response
According to Nutrisystem’s records, on May 5, *** 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 shipmentsCustomers 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 shippedCustomers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.comTo 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 *** enrolled in the program. *** 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 *** saw prior to submitting her order. *** was shipped her first order on May 8,
On May 22, 2014, *** contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery Program. *** was informed that she would be charged for the discount she received on her first order ($84.99) if she cancelled her Auto-Delivery Program before accepting and paying for her second order. ***’ Auto-Delivery Program was cancelled and she was charged $
Under the terms and conditions of the Auto-Delivery Program that *** enrolled in *** 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 *** 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 *** a credit in the amount of $for the charges that were made to her account. We wish *** 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 ***, or you may write me at the address set forth above
Sincerely,
*** ***
Senior Corporate Paralegal
Cc: *** ***

February 27,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** *** ID ***
Dear *** ***
The complaint submitted by *** *** *** was received in my office on February 20, and has been forwarded to me for response
Nutrisystem provides several different options to purchase the product including Auto-Delivery, Month to Month and A La Carte ordering. Please see attached According to Nutrisystem’s records, on January 26, *** *** 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 shipmentsCustomers 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 shippedCustomers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.comTo 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 *** *** enrolled in the program. *** *** indicated that he read and accepted the Terms and Conditions when he submitted his order for processingThe checkout page also clearly indicates that *** *** received an auto-delivery discount on his orderPlease see the attached example of what *** *** saw prior to submitting his order. *** *** was shipped is first order on January 28,
On February 19, *** *** contacted Nutrisystem and indicated he wanted to cancel his Auto-Delivery program. *** *** was informed he would be charged for the discount he received on his first order ($76.49) if he chose to cancel his Auto-Delivery program before accepting and paying for his second order. *** ***’s Auto-Delivery Program was cancelled and he was charged for the discount he received on his first order ($76.49).
Under the terms and conditions of the Auto-Delivery Program that *** *** enrolled in *** *** 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 *** *** indicated he agreed to the Terms and Conditions of the program when he submitted his order. However, in the spirit of good consumer relations Nutrisystem has issued *** *** a refund for the discount he was charged in the amount of $ *** *** should see the credit applied to his account within 5-business days depending on his banking institution. We wish *** *** 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 ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

February 29,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ** ***, ID ***
Dear *** ***,
The complaint submitted by *** ***
*** was received on February 18,
On January 24, *** *** 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 purchaseThey also receive free shipping (Continental US). By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every weeks unless they cancel. If they are not 100% satisfied, they can call ###-###-#### within 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 day guarantee period, they authorize us to charge a $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). *** *** submitted his order and agreed to the terms prior to purchasing. *** ***’s order was shipped to him on January 25,
On February 14, 2016, *** *** was sent an email indicating his next order was being shipped to him. On February 17, 2016, *** *** was shipped his next order.
On February 18, 2016, *** *** delayed his next Auto-Delivery order online
On February 23, 2016, *** *** contacted Nutrisystem via email. *** *** 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 *** *** 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. *** *** was informed that he could return the ready to go products from his second order (frozen food items are non-returnable). *** *** was informed that Nutrisystem could issue him a label to return the ready to go products at a cost of $and he was informed that he would be charged a $cancellation fee if he chose to return the second order as per the terms and conditions of the Auto-Delivery Program. To date, *** *** has not responded.
*** ***’s Auto-Delivery Program has been cancelled as requested. If *** *** would like to return the second order (ready to go items only) he received, please have him contact Nutrisystem at ###-###-####. *** *** has 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 ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

September 2, Revdex.com Of Metro Washington DC and Eastern Pennsylvania Attn: *** *** *** John FKennedy Blvd., Suite Philadelphia, PA Re: *** ***, Case# *** Dear *** ***, The complaint submitted by *** ***
*** was received on August 22, 2016. On May 31, *** *** purchased the NutriSystem Auto-Delivery Program at www.nutrisystem.com. With our Auto-Delivery Program, customers receive a 35% discount off the regular one-time rate of a 4-week plan with an auto-delivery purchaseThey also receive free shipping (Continental US). By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every weeks unless they cancel. Our customer receives an email or telephone call before their next order. *** *** placed her order and she received her first shipment on June 6, *** *** received her second shipment on July 9, On August 10, 2016, *** ***’s third shipment was due to be shipped to her. *** *** contacted Nutrisystem on August 10, indicating that she wanted to cancel her third shipment. *** ***’s third order was cancelled as requested. *** *** indicated that she had lost referral coupons that should have been applied to her order and her call was transferred to supervisor for assistance The supervisor informed *** *** that there was a limit of referral coupons that could be applied to each order *** *** indicated that she had emails that indicated she could use up to referrals per order and she had received conflicting information about the number of referral coupons she could use. *** ***’s issue was escalated to management for further review. We apologize for the delay in getting back to *** *** with regards to her issue, but it took some time to investigate this matter. The referral coupons that Nutrisystem sent out prior to August 11, had limits of three (3) referrals per order. After August 11, the referral coupons sent out had limits two (2) referrals per order which resulted in some conflicting information being provided to *** ***. Management has been in contact with *** ***. *** *** was informed that Nutrisystem will honor the referral coupons that she has that indicate three (3) referral coupons can be applied to each order for her August and September order only. *** ***’s referral coupons were applied to her August order and *** *** received that order on August 24, 2016. *** *** has been asked to contact the manager she has been working with prior to September shipment being placed to ensure the three (3) referral coupons are applied to her September shipment. After the September shipment, *** *** was informed that she can only apply two (2) referral coupons as per the terms in the in the new referral coupons If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above Sincerely, Donna D*** Senior Corporate Paralegal Cc: *** ***

February 8,
face="Times New Roman">
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ** ***, ID ***
Dear *** ***
The complaint submitted by *** ** *** was received on January 25, 2016.
*** enrolled in the Nutrisystem Week Basic Plan with Turbo and Auto Delivery on January 10, 2016. The first week on the program provides a specially selected meal plan, all meals included plus shakes (Turbo 10). Weeks two through four include meals a day for women including breakfast, lunch, dinner and a snack and our customers get to enjoy one lunch and one dinner on their own each week. Nutrisystem provides recommendations and food options for these “flex meals” to our customers with the daily planner and resource guide that is included with our customers first orderIn addition, our customers can call Nutrisystem if they need any assistance with food recommendations. Please see the attached screenshot from the Nutrisystem website that details what is included in the Basic 4-week plan.
Based on the information that *** provided in her complaint, *** misunderstood what the representative was saying during their chat session. *** received Breakfasts, Lunches, Dinners and Snacks in addition to the Turbo pack which includes an additional Breakfasts, Lunches, Dinners and all new Turboshakes which you are supposed to consume in your first week. In total, *** was shipped breakfasts, lunches, dinners and snacks and Turboshakes. Please see the attached packing slip from ***’s order.
In the spirit of good consumer relations, Nutrisystem has attempted to contact *** to resolve this matter on two occasions, but has been unable to reach her. Please ask *** to contact the Customer Service Department at ###-###-#### and they will further assist her.
If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

December 21,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ***, ID ***
Dear *** ***,
The complaint submitted by *** *** was received on December 10,
According to Nutrisystem’s records, on September 25, *** *** enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem websiteWith 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 shipmentsCustomers 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 shippedCustomers can edit, customize or delay their Auto-Delivery order, simply by calling ###-###-#### or visiting nutrisystem.comTo 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 *** *** enrolled in the program. *** *** indicated that he read and accepted the Terms and Conditions when he submitted his order for processing*** ***’s first order was shipped to him on September 29,
On November 2, 2015, *** *** requested the cancellation of the order that was processing for him via email. *** ***’s order was cancelled via email as requested, however he remained enrolled in the Auto-Delivery program.
On November 20, 2015, *** *** was sent an email indicating his second order was being shipped to him.
On November 23, 2015, *** *** was sent his second order
On November 24, 2015, *** *** contacted Nutrisystem and indicated he wanted to return the order that was shipped to him and cancel his Auto-Delivery program. *** ***’s Auto-Delivery program was cancelled and he was issued a return label at a cost of $to return the order that was shipped to him.
*** ***’s second order was returned to Nutrisystem on December 4, and he was issued a partial credit in the amount of $237.50. *** *** was charged for the discount he received on his first order ($92.49) because he did not accept and pay for his second order in accordance with the terms of the Auto Delivery program and the return shipping charge of $19.99. However, in the spirit of good consumer relations Nutrisystem has issued *** *** a refund for the charge of $92.79. *** *** should see the credit applied to his account with 5-days. The $return shipping charge will remain incurred by himWe wish *** *** 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 ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

March 23,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ***, ID ***
Dear *** ***,
The complaint submitted by *** ***
was received on March 7,
On February 3, *** *** 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 purchaseYou also receive free shipping (Continental US). By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every weeks unless they cancel. If they are not 100% satisfied, they can call ###-###-#### within 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 day guarantee period, they authorize us to charge a $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 under the Terms and Conditions on the site (please see attached). The auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page). *** *** submitted his order and agreed to the terms prior to purchasing. *** ***’s order was shipped to him on February 4,
On February 7, 2016, *** *** contacted Nutrisystem to cancel his Auto-Delivery Program. *** *** was informed he would be charged a $early cancellation fee in accordance with the terms and conditions of the Auto-Delivery program he chose to cancel before accepting and paying for his second order. *** *** indicated he was unaware of the terms and conditions of the Auto-Delivery program. *** ***’s next order under the Auto-Delivery program was delayed until May 30, at this time.
We value our customer’s input, and will take *** ***’s input into consideration as we continually update and make our website more customer-friendly. Nutrisystem will waive the $cancellation fee if *** *** decides to cancel his Auto-Delivery program. Someone from our customer service department will be reaching out to *** *** to determine what he would like to do in the next two (2) business days.
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

February 22,
face="Times New Roman">
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** *** ID ***
Dear *** ***,
The complaint submitted by *** *** *** was received on February 5,
On January 24, *** *** 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 purchaseYou also receive free shipping (Continental US). By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every weeks unless they cancel. If they are not 100% satisfied, they can call ###-###-#### within 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 day guarantee period, they authorize us to charge a $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). *** *** submitted his order and agreed to the terms prior to purchasing. *** ***’s order was shipped to him on January 25,
Nutrisystem records all calls for quality assurance and training purposes and has reviewed the call when *** *** contacted Nutrisystem on February 5, 2016. *** *** indicated he was experiencing some digestive issues. With any new weight loss program, individuals may experience a variety of side effects. This information is included in Nutrisystem’s Terms and Conditions. The customer service representative discussed this with *** ***. *** *** indicated he wanted to cancel the program and the representative informed him that he would be charged $if he chose to cancel before accepting and paying for his second order. The representative also informed *** *** that he could return the unused food back for a refund under the money back guarantee and he would not be charged the $cancellation fee. *** *** declined, indicating it was too much of an inconvenience for him to return the food. *** ***’s program was cancelled and he was charged the $cancellation fee in accordance with the terms and conditions of his purchase of the 4-week auto-delivery program.
Nutrisystem offers day money back guarantee so that our customer can try the program to determine if it works for them. *** *** could have returned the unused food products he received for a full refund, less shipping since he was not satisfied with the program. However he chose not to and was assessed the $cancellation fee. However, in the spirit of good consumer relations, Nutrisystem has issued a credit of $to *** ***. *** *** should see the credit applied to his account within 3-business days depending on his financial institution We wish *** *** 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 ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

September 2, Revdex.com Of Metro Washington DC and Eastern Pennsylvania Attn: *** *** *** John FKennedy Blvd., Suite Philadelphia, PA Re: *** ***, Case# *** Dear *** ***, The complaint submitted by *** ***
*** was received August 19, 2016. Our customers have the option to purchase a one-time order, an auto-delivery order or they can purchase a la carte items. If our customer’s purchase a one-time order or a la carte order they do not receive the discounted price that our auto-delivery customers receive. On July 15, *** *** purchased the NutriSystem Auto-Delivery Program at www.nutrisystem.com. With our Auto-Delivery Program, customers receive a 35% discount off the regular one-time rate of a 4-week plan with every auto-delivery purchaseOur customers also receive free shipping (Continental US). By clicking the Submit My Order, customer’s authorize us to automatically charge and ship their order every weeks unless they cancel. If they are not 100% satisfied, they can call 1-800-727-within 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 day guarantee period, they authorize us to charge a $early cancellation fee. If they cancel any time after they receive their second month there is no fee. After reading this language, customers click to “submit their order”. The terms and conditions of the auto-delivery program have always been posted throughout the website (please see the attached page)However, in response to customer complaints and inquiries Nutrisystem has added additional language and information throughout the website to make it clearer to our customers that they are choosing the Auto-Delivery program and agreeing to the terms and conditions of the program, including the $cancellation charge before they make their purchase. Specifically, the auto-delivery terms and the cancellation fee are conspicuously displayed at the “submit my order” button (please see the attached page) and if the customer clicks on the Auto-Delivery option the benefits of auto-delivery as well as the cancellation fee are clearly stated (please see the attached page). *** *** placed her order and agreed to the terms and condition prior to her purchase. *** *** was shipped her July 19, 2016. On August 2, *** *** contacted Nutrisystem to cancel her programNutrisystem records all calls for quality assurance and training purposes and I reviewed this call. *** *** was informed there would be a $cancellation fee if she chose to cancel before accepting and paying for her second order in accordance with the terms and conditions of the auto-delivery program. *** *** indicated she was unable to pay the $cancellation fee and was provided the option to purchase the Turbo Shakes at a cost of $for her second order. *** *** agreed to purchase the Turbo Shakes at a cost of $79.98, however *** *** was erroneously sent a duplicate orders of shakes at a cost of $159.96. *** *** contacted Nutrisystem about the duplicate order of shakes on August 17, indicating she only agreed to and wanted one order of shakes at a cost of $79.98. The representative that *** *** spoke with should have escalated *** ***’s call to a supervisor for review, however this was not done. We apologize that *** ***’s problem was not addressed by the representative as it should have been. Nutrisystem issued *** *** a credit of $for the second order of shakes she received in error on September 2, 2016. *** *** should see the credit applied to her account within 5-business days depending on her financial institution. The second order of shakes are *** ***’s to keep with our compliments. We wish *** *** 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 ***@nutrisystem.com, or you may write me at the address set forth above Sincerely, Donna D*** Senior Corporate Paralegal Cc: *** ***

This complaint is already being addressed? I'm confused *** ***

December 21,
">
Revdex.com
of Metro WashingtonDC and Eastern Pennsylvania
Attn: *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ***, ID ***
Dear *** ***,
The complaint filed by *** *** *** was received in my office on December 9, 2015.
It is unclear as to why *** *** directed *** *** to Nutrisystem. Because *** *** made the purchase directly through *** *** they would be the ones to issue the refund to *** ***
On November 28, 2015, *** *** contacted Nutrisystem via telephone regarding a *** *** purchase for Nutrisystem she had made The Customer Service Representative that *** *** spoke with was unable to resolve the issue and escalated the issue to a supervisor on December 7, 2015. The supervisor contacted *** *** on *** ***’s behalf to request that they issue a refund to *** *** since she was unable to use the coupon code she purchased. We apologize that this was not communicated to *** ***. Nutrisystem was able to work with *** *** and *** *** was issued a credit for the purchase on December 18, 2015. *** *** indicated that *** *** should see the credit to her account within 3-business days. If *** *** has any further questions about the refund, please have her contact the *** *** Customer Service team at ###-###-####. We wish *** *** 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 ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

November 23,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ** ***, ID ***
Dear *** ***,
The complaint submitted by *** ** *** was received on November 9, and has been forwarded to me for response
After reviewing *** ***’s complaint I contacted our Customer Service Department to determine if they had a listing for *** *** or her email address ***@***.***. According to Nutrisystem’s records, *** *** purchased the Nutrisystem program on August 30, and received two (2) ordersWhen *** *** enrolled in the Nutrisystem Auto-Delivery program this prompted Nutrisystem to begin sending transactional and marketing emails to *** *** “on an established business relationship” under current Telemarketing Rules
*** *** contacted Nutrisystem on October 8, and requested to cancel her program and return the second order that was shipped to her. Nutrisystem has no record of *** *** contacting Nutrisystem to request that her email address be removed from the Nutrisystem database
Since receiving *** ***’s complaint, Nutrisystem has removed *** ***’s email address from the database. We ask that *** *** allow 7-business days to go through our internal systems and update accordingly. We apologize to *** *** for any inconvenience the emails have caused her and we wish her 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 ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. They have agreed to cancel the contract at no further cost to meIf this holds true than I am pleased with resolution.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I would like to provide you with the paragraph I read when I signed up for the Nutrisystem program.To me the language they use it is not very clear."Your payment method will credit Nutrisystem $99". Anyhow, thank you for helping with this matter.
Regards,
*** ***
Nutrisystem You’ve selected our auto-delivery option and will receive a special discount off the regular one-time rate plus free shipping (Continental US) with every consecutive orderYou authorize us to automatically charge and ship your order every weeks unless you cancelYou can cancel at any time by calling ###-###-####If you cancel within the first days, you can return the remaining food to us for a full refund, less shippingIf you cancel after the first days and prior to paying for your second shipment, your payment method will credit Nutrisystem $for the auto-delivery discount received on your first shipmentNo hassles, no stress!

June 1, 2016Dear *** ***,The complaint submitted by *** *** *** was received on May 10, 2016.On February 24, *** *** purchased the NutriSystem Auto-Delivery Program at www.nutrisystem.cornWith our Auto-Delivery Program, customers receive a 35% discount off the full
retail value of a 4-week plan with every auto-delivery purchaseThey also receive free shipping (Continental US)By clicking the Submit My Order, customer's authorize us to automatically charge and ship their order every weeks unless they cancelNutrisystem has two return policies in place for our customers in the event that they are not satisfied with the program - a day Money Back Guarantee and a day Return PolicyBoth policies are clearly posted on the Nutrisystem website where *** *** enrolled in the program (I am enclosing copies for your review)Under the Money Back Guarantee, if our customers are not satisfied, for any reason, after receiving their order, they can call ###-###-#### within days of delivery of their order and send the remaining non-frozen food back to us for a full refund, less return shippingUnder the day Return Policy, our customers can call ###-###-#### within days receipt of their order to return any non-frozen food products back to us for a refund, less return shipping*** *** received her first order on February 26, 2016.*** *** second shipment was delivered to her on March 24, 2016.On April 19, 2016, *** *** placed an a la carte order which was delivered to her on April 23, 2016.On May 10, 2016, *** *** contacted Nutrisystem*** *** indicated she was having health issues and her doctor advised her to stop using the Nutrisystem plan*** *** wanted to return food products from her auto-delivery orders which were delivered to her on February 26, and March 24, *** *** was informed that Nutrisystem was unable to accept food products from those orders for return as those orders were outside of the Nutrisystem day Return PolicyThe representative informed *** *** that she was still able to return the RTG items from her a la carte order which was delivered to her on April 23, *** *** was provided with a return authorization number and instructions on how to return the food products.While we empathize with *** *** health issues, we do not believe the Nutrisystem food products *** *** purchased are the source of her health issuesNutrisystem cannot issue a refund for the auto-delivery orders she received, but as indicated above Nutrisystem will issue *** *** a refund for the a la carte products received in her April 19, order if she returns themTo date, *** *** has not returned them, therefore no refund has been issued.If you have any further questions, please do not hesitate to contact me at ***, or by email to ***@nutrisystem.com, or you may write me at the address set forth above.Sincerely,Donna D. Senior Corporate Paralegal