Nutrisystem, Inc.

Review: My fiance cancelled nutrisystem service mid month and we wanted to return the unused portion of the food (non-perishable) for a refund to my credit card. She called and spoke with someone at nutrisystem and they told her to put all the food in a box and they gave her the address of where to send it. We packaged the food securely and sent it to the address provided using USPS. Its been about two months now and I still have not received the refund to my credit card. We've sent items back to other companies before using USPS and there have never been any problems. nutrisystem claims they have not received the package.Desired Settlement: refund for usused product back to my credit card

Business

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January 7, 2014

Review: Nutrisystem charged my personal account for $269.99 for a purchase I did not authorize. The charge showed up on my account on July 12, 2014. I was notified on the 14th of July (by email 2 days later) that the package was shipped and my account was charged. This is my complaint. Since I keep no substantial balance in this account I ended up being charged for an overdraft over a weekend when I could not deposit any money to keep from being penalized $31.00 from my bank. I have refused shipment and nutrisystem has insured me that they will refund my $269.99. FYI I have supporting documentation and emailsDesired Settlement: I would also like a return of my $31.00 that was overdrafted out of my debit account. And that Nutrisystem develop a better way to confirm a purchase other than just sending product and charging a customer without their knowledge.

Business

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July 22, 2014

Review: On May 27, nutrisystem sent an email about giving 50% off and was only design for new customers but still being honer to old customers as it was a mistake on there behalf. I called on 6/2/2014 and ask what happen to my 50% for my account and they had to cancel the order and put it for the next order. During the process they lost my gift cards. The initials [redacted]. in customer service could not help. I got upset and request for cancellation. Once I got there the next rep called peter was trying to help ,me but was in shock that customer service could not help. He provided a cancellation number and told me there is a fee. This is terrible business. The only reason I left my wife account is because she wanted it and because I brought the gift cards. My acct is [redacted] and hers is [redacted].Desired Settlement: Waive my cancellation fee and find the gift cards used on my account as its hard for me to believe that gift cards get lost.

Business

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June 16, 2014

Review: I ordered the 28 day program with a discounted auto shipment option. I finished the 28 day program and was not satisfied with the results and with the food it self. I pushed out my next auto shipment order then contacted them to cancel via email, they said they had to speak to me before they could cancel, yet I received an email stating that they did talk to me and the cancellation for approved. However they charged me $64.00 that came straight out of my bank account that I did not approve. I contacted Nutrisystem and they stated that with their policies I only had 14 days to request a refund and return the meals. I asked them since I was not satisfied with the program and needed more than 14 days to see changes, they kept refusing the refund even after I told them I could not see where anything said it had to be 14 days. They never once told me that cancelling would result in charges to my account. Cancellation number is: [redacted]Desired Settlement: Refund the $64.00.

Business

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May 22, 2014

Review: I ordered a month's worth of Nutrisystem on its introductory program. It was advertised as costing $309.99 because it came with a few discounts for just starting with Nutrisystem. One discount was for shipping and the other appeared to be for being a first time customer. At no time, when signing up, was it clear that a discount would not be received if I did not order Nutrisystem for two months. At the end of the month, I decided not to order again through Nutrisystem. However, because it was on auto-delivery, the order automatically processed. So, I immediately called Nutrisystem to cancel the order as I did not want another month's worth of food. The man I spoke to said it was not a problem and I would not be charged. I told him that I had a couple pending charges on my credit card and I wanted to make sure they would not process. He said not to worry about it that they would not process and should be removed from my account. There had been two charges listed as processing, one for another $309.99 and another for $92.49. When I checked back a few days later, the $309.99 charge had disappeared and never processed, but the $92.49 charge did process. I called Nutrisystem and they said the $92.49 was charged because I didn't order for a second month. Apparently, the discount that they had appeared to give me in the beginning was only valid if I paid for two months of Nutrisystem. It was in essence taken back when I decided not to continue with Nutrisystem for a second month. At no point during my conversation with the Nutrisystem representative to cancel my order did he inform that if I cancelled I would lose the discount and be charged $92.49. Nutrisystem claims that it is clear when you first order online if you do not order for two months that you lose the discount. I have no record of such an agreement. When I asked the representative to produce such an agreement, she stated that she did not have it, but that it was there when I first signed up. On my actual online account on Nutrisystem, it shows in my order history that the total discount was applied. There is no separate order that or statement that shows I would be charged $92.49. I think it is a very deceptive practice and should be refunded.Desired Settlement: I would like a refund of $92.49 from Nutrisystem. I also think they should update their policies to protect consumers.

Business

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April 28, 2014

Review: In December, I received a promotional email from Nutrisystem advertising a special "cybermonday' price which stated as long as I stayed on the autodelivery program they would honor that price each month. Today I logged into my account and noticed the promotional pricing was no longer applied. I called the customer service center and spoke with [redacted] who advised the code was unapplied due to a promotional upgrade that was offered to me online yesterday for $12 that I took advantage of. When I logged in today, the price had increased because they removed the original cyber monday pricing without notifying me under the ter** of the $12 upgrade. Now the price is way higher. They baited me into the $12 upgrade so they could increase the price by $130 a month.Desired Settlement: Revert the deal back to the original one, ideally, with the $12 upgrade.

Business

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January 21, 2014

Review: I signed up for Nutrisystem on 11/6/2014 online for the advertised monthly rate of $254.99. I was billed $279.99 and received an email stating that would be my monthly rate. When I called customer service I was transferred between 3 representatives who all had multiple reasonings behind my charge. First I was told I signed up for the wrong program, then I was told the $254.99 price was a data error, and finally that I would have to send in a coupon every month to receive the rate adversited. The representative was rude and had no interest in assisting me. I requested to speak with a manager who was very pleasant (Doreen) and didn't seem to understand why I was given all these excuses. She quickly changed my rate and confirmed I would receieve the $254.99 rate going forward.

On 11/18/2014 I called in to cancel my order due to dissatisfaction with the product. I was told I would receive a full refund for canceling within the grace period. The represenative stated I would receive an email after our call confirming the cancelation with a cancelation number. As of 11/20/2014 I still had not received an email so I sent a follow up email to the customer service department. The program was never canceled and was processed today. I was advised in the email "that if you are cancelling before you received your second consecutive program order, your payment method will be charged for the auto delivery discount you received on your first order, and shipping charges." This was never explained over the phone call with the customer serivce represntative who "supposedly" canceled my account on 11/18.Desired Settlement: Overall I am highly dissatisfied with the service I received from the customer service team at Nutrisystem. I would like to be refunded the above charge for the auto delivery discount.

Business

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November 26, 2014

Review: I upgraded to a "customized" program. I had most of the products substituted for lesser quality food. When I complained they were only going to take back certain items. They could not give me a price as to what that was worthDesired Settlement: I would like to get a fair amount back for the items returned. They said they have to fiqure in my (imagined) "discount"

Business

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October 29, 2013

Review: I have been on a weight loss plan for 20 months with Nutrisystem. My plan was $204.99 per month for 28 servings each of breakfast, lunch, dinner, dessert/snack, and protein drink. During monthly order management on July 14, 2013 an offer to choose another plan option "Dinners On Your Own" for $169.99 per month was shown on my profile page of their website.. When I attempted to switch to this plan the total came to $199.99. Since this was only $5.00 less than my plan it did not make sense to give up 28 dinners for a savings of only $5.00. When I attempted to undo the switch I was told my program would now be $244.99 per month but would no longer include the protein drinks. After phone conversations with two customer service representatives both telling me there was no such plan as Dinners On Your Own priced at $169.99 they eventually negotiated a return to my standard plan minus the drinks for $214.99 per month.

On August 15, 2013 as I was managing my monthly order through the website I was again shown the offer to switch to the Dinners On Your Own plan for $169.99 per month. I took a screen capture of the page and emailed it to the customer service department asking why I could not have that plan at that price. We have emailed back and forth through different customer service representative who now tell me I can switch to that plan for one month at the $169.99 price point but that it will be $199.99 monthly thereafter. I have asked them to direct me to the section of their site where this information is available and to give me an address for administration or management so that I could get answers from someone in charge. They just continue to respond that I can have the plan for $169.99 for one month and $199.99 per month after that. No direct answer has been offered and I have been unable to reach a satisfactory agreement.Desired Settlement: I would like them to honor the $169.99 price for the Dinners On Your Own program on an ongoing monthly basis until I reach my weight loss goal and to clarify pricing on their website so that other customers do not have the same frustration and concerns in the future.

Business

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September 9, 2013

Review: SENT SPAM MAIL, THEY HAVE A LINK ON THE BOTTOM TO UNSUBSCRIBE AND WHEN YOU GO TO IT THERE IS NO OPTION TO UNSUBSCRIBE AT ALL - JUST TO SIGN UP FOR MORE EMAILS.

WHEN YOU "CHAT" THE PERSON DOES NOT RESPOND - [redacted] - WHEN YOU ASK TO BE UNSUBSCRIBED.

THE ENTIRE EMAIL CANNOT BE COPIED TO FURTHER PROVE THAT THIS IS A FRAUDULENT EMAIL INTENDED TO NOT BE UNSUBSCRIBED FROMDesired Settlement: ADD AN UNSUBSCRIBE CLEARLY VISIBLE ON THE WEBPAGE AND LINK TO UNSUBSCRIBE AND STOP CONTACTING ME.

Business

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Review: The Nutrisystem web site states that there is free delivery in the Continental United States; however, when you go to purchase an item, it adds the shipping. The definition of the Continental United States includes Alaska and no where on the site does it say it excludes Alaska.Desired Settlement: Either provide free shipping to Alaska or change the web site to use the term Contiguous United States which excludes Alaska

Business

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August 9, 2013

Review: 3 times I have tried to unsubscribe from their emails asking me to try their products. It's been over two months now and they still keep sending me emails. It's starting to get very annoying, when you unsubscribe I take that as an agreement that they will not email again. Apparently this is not true for Nutrisystem.Desired Settlement: I just want them to stop emailing me.

Business

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October 3, 2014

Review: I joined Nutri system in an attempt to lose weight. I am diabetic and they have a program that is ADA certified. After the first month on the program my sugar levels were increasing and I gained 5 pounds. I called to cancel, but a counselor, after 45 minutes on the phone convinced me to keep trying another month. I ordered the second time some frozen and dry foods, hoping for better results. After another 8-10 days on program, still no results, so I called to cancel. Was given a Return Code Number and address to write on the outside of return package, and was VERBALLY told I would receive a refund of 80% of the total order. I was instructed to keep the frozen items, because they are perishable. NEVER was I informed that the frozen items are also NON-REFUNDABLE. I was given a total of $44 back on my credit/debit card, instead of the $160 I was expecting. Called on three occasions to resolve. First refund was only $6.35. After second call, refunded another $38. Third call, was told there was NOTHING else Nutri System was going to do. I would never have wasted my time or money returning the dry items costing me over $21 in postage if I would have been told correctly, that only the dry items would be reunded. ADA certified???? that's a joke. All food items were full of SUGAR and CARBS. Need my balance of $115 back as refund on my card, and will be glad to ship them back these frozen items. I'M NOT GOING TO EAT THEM and CUSTOMER SERVICE LIED TO ME.Desired Settlement: REFUND like I was told of 80% of TOTAL order.

Business

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April 26, 2013

Review: NutriSystem offers discounts to try out their product for the first month. However if you are not happy with the product, and cancel before two months of service they will charge you $84. This was never stated in the advertising. Upon speaking to the representative he said it is in the terms and conditions in the bottom of the website among pages of legal text. Very deceptive. I still can't find it. I never received any type of email or notification stating this fact nor do they tell you about it up front. Very deceptive.Desired Settlement: I wish the $84 charge to be reversed.

Business

Response:

April 28, 2014

Review: I purchased Nutrisystem 28 day weight loss plan. My insurance company offered w discount for the plan, but there was a cheaper discount offered through the link on [redacted]. I signed up for the plan through the [redacted] link to receive the discount. I received an email today that Nutrisystem was going to send another 28 day plan and automatically charge my credit card. I called to cancel my plan and was told that I would be charged $107.10 for canceling my plan before the auto-shipment went out. I do not recall ordering through an auto ship plan. The discount that I received was for the [redacted] link. There is a disclaimer on the receipt for auto ship, but it's printed on every receipt and is not specific to my receipt. My receipt does not show any information for the discount.Desired Settlement: I would like the 107.10 that Nutrisystem charged my card because I cancelled my plan to be refunded to my card.

Business

Response:

May 28, 2013

Review: Last month I signed up for their 28 day food program which gave me 28 days worth of food. The issue I have is there website and sign-up process is convoluted and like most people, I didn't read the "small print". Apparently I was unwillingly signing up for a re-occurring program that would send me food every month until I called the cancel. I called in and spoke with a gentleman about cancelling and there was a $107.10 fee to cancel the program.Desired Settlement: I would like them to refund the fee of $107.10 to my debit card.

Business

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April 18, 2013

Review: I was told 3 times after I asked that the total bill for their product would be 314.99 for the 3 months I was going to try. The person who waited on me knew she was lying because they sent me my last 2 shipments before my credit card bill could get to me. Their deceptive practices are why people like me rarely order over the phone. They have charged 314.99 three times on my credit card. This company can't be trusted and I want as many people as possible to know this.Desired Settlement: Refund my credit card because of deceptive employee.

Business

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November 5, 2014

Review: I have for weeks now requested that Nutrisystem Cease and Desist with JUNK E-MAIL. I've emailed the company filled out the unsubscribe

form, and I still get two or three JUNK E-MAILS a day. I want it STOPPED now!!

Thank You

[redacted]Desired Settlement: STOP, STOP

Business

Response:

June 16, 2014

Review: Nutrisystem 'discounted' their first months order for myself and my girlfriend under the 'family' plan. I canceled today (2/10/2014) and was told we would be charged 172.34$ for canceling before two months worth of orders were made. I was not clearly told this would occur and that we could 'cancel any time ' without any penalty. "your satisfaction is guaranteed" The food caused headaches for myself and my girlfriend. We were offered a substitute "low sodium" version of the food. At this point, we tried it, we decided we didn't like it. We paid for the first months' order, we wanted to cancel. I have a pending authorization for 89.99$ on my credit card which I intend on disputing.Desired Settlement: Refund the charges placed on my card after I canceled.

Business

Response:

February 25, 2014

Review: In December of 2013 I was charged on my credit card for a purchase that I never made. I call them to report it and gave them the information that they asked for. I'm still

waiting for them to credit back my accountDesired Settlement: to credit back my account for the purchase I never made

Business

Response:

April 21, 2014