Nutrisystem, Inc.

Review: Have made orders with this company before; however, my last order had apparently had an "auto-delivery" order somewhere within the order. I never recall seeing or signing up for this and feel it was a rather mischievously placed within the order process. After receiving the initial order I was content; however, several weeks later I got an e-mail letting me know my "auto-delivery" was going to be sent and I would be charged approximately $200 dollars. I immediately called their customer service and was relieved to know it had not been sent; however, the EXTREMELY RUDE and CONDESCENDING operator advised me it was my mistake and I would still be charged $84 dollars (which was billed to my [redacted]) and essentially nothing could be done about it. My e-mail to customer service has still not received a reply. I make A LOT of internet purchases and have never been dealt with so unprofessionally and charged so much for simply not receiving a product. I feel like I have been robbed of $84 dollars. Terrible service, terrible treatment, and questionable practices with their "auto-delivery" service.Desired Settlement: It's simple. I don't want to pay $84 dollars not to have something sent to me.

Business

Response:

September 2, 2014

Revdex.com

Of Metro Washington DC and Eastern Pennsylvania

Attn: [redacted]

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: [redacted], ID [redacted]

Dear [redacted],

The complaint submitted by **. [redacted] on August 27, 2014 was received in my office on August 28, 2014 and has been forwarded to me for response.

According to Nutrisystem’s records, on July 25, 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 indicates that [redacted] received an auto-delivery discount on his order. Please see the attached example of what [redacted] saw prior to submitting his order. [redacted] was shipped his first order on July 28, 2014.

On August 22, 2014, [redacted] was sent an email indicating that his second order was being processed for him.

[redacted] contacted Nutrisystem on August 25, 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 the process of being shipped to him. [redacted] was informed. that he would be charged for the discount he received on his first order ($84.74) if he chose to cancel his second order for accepting and paying for it. [redacted]’s order was cancelled and he was charged for the discount he received on his first order in the amount of $84.74.

We are sorry that [redacted] was not satisfied with the customer service he received. 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, in the spirit of good consumer relations Nutrisystem has issued [redacted] a credit in the amount of $84.74. 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]

Consumer

Response:

Advertising Issues - An advertisement misrepresenting a service

Review: I changed the card on my account and made sure they understood the original card could not be charged any longer. They claimed to understand, but didn't take the original card off of my account. I was not happy with their product, but when I had called about this previously, there was nothing that I could do about it. They refused to refund me. I still have product.Desired Settlement: I want a full refund for the unsatisfactory product and the condition that my card will never be charged again. If needed, I can ship back the product if company pays shipping.

Business

Response:

August 26, 2013

Review: I visited the company website in February of 2014 and at that time nor anytime did to request to receive any emails. Within days I begin to receive soliciting emails. Upon receipt of the first email I followed the link to "unsubscribe from solicitations" yet I continued to receive solicitation emails. Over the past 2 months I have repeatedly unsubscribed yet I continue to receive solicitation emails. I received the latest today 4/7/14Desired Settlement: I want to receive an apology email from Nutrisystems and desire for them to never contact me again in any form.

Business

Response:

April 21, 2014

Review: I contacted them when I saw they were charged my account. Normally an email is received prior to a shipment. I didn't get one. I contacted them to resolve the matter and the CSR would do nothing and was rude. I asked to be transferred to a supervisor. I waited about five minutes and the phone hung up. I called right back and was transferred to a voicemail. I left a message asking to be called back and why I was calling. I never received a call. I finally received the shipment today and all of the ite** containing chocolate are melted beyond use.Desired Settlement: I want my money refunded and no further contact from them.

Business

Response:

July 22, 2014

Review: I have called three different times to cancel my auto order with nutrisystem. As of tonight, 10/23/2014 I was just charged again for a total of 299.99.Desired Settlement: I would like for my auto pay to be finally cancelled and last order to be credited back to my card.

Business

Response:

November 5, 2014

Review: I ordered products from Nutrisystem. The checks have been processed from my Bank, [redacted] in [redacted], AR, but I have received no products. They keep saying they have no record of my order placed.Desired Settlement: I want the refunds, 2 checks processed, so I can reorder products from Nutrisystem.

Business

Response:

October 6, 2014

Review: According to the RISK FREE guarantee that is stated on the company's website, I had fourteen days from the date of the arrival of the shipment to return the product for a full refund.

I contacted Nutrisystem via ###-###-#### on 20 March 2014 to request my RMA (return merchandise authorization) so that I could go ahead and return the product since I was so completely dissatisfied with it. The customer service representative with whom I spoke was quite demanding and somewhat belligerent. He essentially berated me for not following through with the program, and he encouraged me to give the system a few more days before I tried to return the items. I insisted that I wanted to return the package forthwith for a full refund, but the CSR was so insistent that I eventually hung up without success

I contacted the same customer service number again on 22 March 2014; the exact same thing happened. It was almost as if the CSR would not allow me to request a return for this package; eventually I have up.

I most definitely should not have to pay for this item because I fully attempted to comply with the return policy stated on the company’s web site; the CSRs with whom I spoke simply would not let me do so.Desired Settlement: I request a full refund of the $359.99 be credited by to my credit card account ending in [redacted]; I also request that Nutrisystem stops attempting to bill me for future food orders forthwith.

Business

Response:

July 10, 2014

Review: On March 6th, 2014, my wife, [redacted], ordered diet meals with my permission from nutrisysem, total cost, $499.96, deducted from my credit card. We have ordered these meals previously; however these particular meals were very low grade and horrible tasting, loaded with tomato sauce in all the dinners. I did not place any further orders once the 28 day order period had expired., but instead called and cancelled any future deliveries. Later I discovered, they charged on my credit card an additional fee of $143.48. When I called to complain, they contended this was because we had cancelled the order.

neither my wife or I recall such agreement and are requesting they credit my credit card with the money they stole from me.Desired Settlement: refund of $143.48

Business

Response:

May 29, 2014

Review: I was watching a Nutri-system commercial in which they stated that they guaranteed that one would lose 5 lbs. in the first week or your money back. They stated that after 14 days to call them & they would even guarantee free return. I did not loose any weight & followed their diet & horrible tasting food. I attempted to call on the 14th day numerous times to cancel, but all I got was an automated message for everything except customer service. The next morning{15th day}, I attempted to call again & got the same responses. I decided to e-mail them & canceled online. I received a call shortly after & informed the rep that I attempted to cancel on the 14th day, but could not reach a human being. I requested a postage paid return label as guaranteed in written advertised print & via their tv commercials. The rep told me that because I did not call on the 14th day that I would have to pay for return postage which cost me $33.44 via the UPS Store. I am requesting to be made whole by honoring their return postage guarantee. Anything short of that I consider it to be false advertising & deceitful tactics to sell, in my opinion a product not worthy of feeding to stray dogs.Desired Settlement: I am requesting that Nutrisystem put human operators to receive & answer calls rather than having automated responses to customer calls & having them chase their tails in frustration. I am also requesting to be paid my return postage fees of $33.44. This should never have happened in the first place. Because of this undesirable incident, I will have nothing good to say to my senior friends about Nutrisystem & how they treat their customers & their deceitful & dishonorable tactics. Shame on you!

Business

Response:

February 13, 2014

Review: order was canceled then company sent product any and deducted amount out of account when called representitive tried to pressure into keeping product and then took 4 days for return label to arriveDesired Settlement: monies returned immediately

Business

Response:

April 22, 2013