Nutrisystem, Inc.

March 15,
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 29,
On February 13, *** 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, customers 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 February 15,
On February 28, *** contacted Nutrisystem to cancel his Auto-Delivery program. He was charged the $early cancellation fee in accordance with the terms and conditions of his purchase of the 4-week auto-delivery program because he did not accept and pay for his second shipment. However, we value our customer’s input, and will take ***’s input into consideration as we continually update and make our website more customer-friendly. In the spirit of good consumer relations, Nutrisystem has issued a credit of $to *** and his fiancée. They should see the credit applied to their accounts within 3-business days depending on their financial institution We wish *** and his fiancée continued success with their weight loss goals
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***@nutrisystem.com, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: Denise B***

March 17,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: Ms*** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ***, ID ***
Dear Ms***,
The complaint submitted by Ms***
*** was received on March 1,
Nutrisystem does have a refer a friend program (see attached). When Ms*** enrolled with her sister both she and her sister should have been given a $coupon towards their orders under the refer a friend program. The representative that Ms*** spoke with did not apply the coupons to Ms*** and her sister’s accounts in error. Ms*** contacted Nutrisystem on March 2, and spoke to a Customer Service Representative about this issue. The Customer Service Representative apologized, issued Ms*** the $refer a friend coupon and gave Ms*** an additional $off of her next order.
Ms***’ sister’s Auto-Delivery program was cancelled on March 2, and she was issued a label to return the food products she did receive. Nutrisystem will issue Ms***’ sister a full refund when she returns the order. Nutrisystem appreciates that Ms*** referred her sister and we sincerely apologize for the experience that they had. We wish both Ms*** and her sister continued success with their weight loss goals
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: Denise B***

August 16, Revdex.com of Metro Washington DC and Eastern Pennsylvania John FKennedy Blvd., Suite Philadelphia, PA Attn: *** *** *** Re: *** ** *** ID *** Dear *** ***, The complaint
submitted by *** *** *** was received on July 29, 2016. On January 16, *** enrolled in the NutriSystem Auto-Delivery Program via telephoneDuring the call, *** indicated that her husband would set up the billing information. *** *** provided the representative with his billing information and his contact number and his information was added to ***’s account. 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 ###-###-####. *** was sent her first shipment on January 18, On January 20, *** contacted Nutrisystem with some questions about getting started on the program. The representative initially had difficulty finding ***’s because the account was set up in billing name of *** ***. *** identified *** *** as her husband and indicated that the account may be under his name. The agent was able to locate the account under *** ***’s name and answer ***’s questions. Since *** indicated that *** *** was her husband, the agent erroneously updated the account name to read *** *** during this call*** also indicated that that the billing address was different than the shipping address and *** provided an address in Wayne, NJ for shipping purposes. On February 6, *** was sent an email indicating her second shipment was being processed for her. The shipment was sent to *** on February 10, 2016. *** received the complete shipment on February 16, 2016. On March 5, was sent an email indicating her third shipment was being processed for her. The shipment was sent to *** on March 11, 2016. *** received the complete shipment on March 12, On March 14, (after three shipments were received by ***) *** *** contacted Nutrisystem to cancel ***’s account. The representative that spoke to *** *** was unable to find an account based on the information that *** *** provided and was unable to assist *** *** with the cancellation of ***’s account On April 2, *** was sent an email indicating her third shipment was being processed for her. The shipment was sent to *** on April 7, 2016. *** received the complete shipment on April 8, Due to the confusion regarding ***’s contact information and *** ***’s contact information, *** *** was unable to verify the correct information that was on ***’s account when he attempted to cancel it on March 14, 2016. ***’s account should have been cancelled on March 14, when *** *** called inWe apologize that this was not doneNutrisystem has issued a refund in the amount of $to *** ***/*** for the last order that was shipped to *** after *** *** attempted to cancel her account on March 14, 2016. *** ***/*** should see the credit applied to their account within 5-business days depending on their financial institution. 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: *** ***

January 30,
">
Revdex.com
of Metro WashingtonDC and Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Attention: Ms*** ***
Re: *** ***, ID ***
Dear Ms***,
The complaint filed by Ms*** *** was received on January 13, and has been forwarded to me for response
After reviewing Ms***’s complaint I contacted our Customer Service Department to determine if they had a listing for Ms*** or her email address ***. Ms***’s email address is not registered with Nutrisystem and Nutrisystem has no profile for Ms*** in its database. Based on the information that Ms*** provided, it appears that she received an email from a third party which contains some type of Nutrisystem promotional offer.
Nutrisystem takes spam emails and the sending of them very seriously. Nutrisystem is unable to determine the origin of the emails from Ms***’s complaint, but if Ms*** could forward the actual emails to me, we would be in a better position to determine who the third party is that is sending them. In the meantime, Nutrisystem has placed Ms***’s email address on its own “Do Not Email” list
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
Nutrisystem, Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ***

April 13, Revdex.com of Metro Washington DC & Eastern Pennsylvania Attention: *** *** *** John FKennedy Blvd., Suite Philadelphia, PA Re: ** *** (ID #***) Dear ***
***: The complaint submitted by ** *** was received in my office on April 4, Please be advised we have no record of a ** *** as a customer. We were unable to locate any profile while conducting a thorough search of the following information, individually and collectively: ** *** *** *** *** *** Cherry Hill, NJ *** Phone: *** Email: ***@***.com Thank you Sinerely, Jacqueline M*** Corporate Paralegal

In a separate Revdex.com complainNuitrisystem confirmed they would process a full return in to business daysThe time period has elapsed since the communication and no refund was issued.TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: At this point I want the accepted return

April 12, 2016Dear *** ***,The complaint submitted by *** *** ** *** was received on March 21, 2016According to our records, *** *** purchased the auto-delivery program on February 24, via telephone with a customer service representative by the name of AntwonWith an
auto-delivery order, customers receive a 35% discount off the Full Retail Value with every consecutive orderIf a customer cancels prior to paying for their second shipment and after the day money back guarantee period, the customer authorizes Nutrisystem to charge a $early cancellation feeThe terms and conditions of auto-delivery are posted on the website, and our sales representatives are required to inform our customers of these terms and conditions when they place their orders via telephoneNutrisystem reviews all calls for quality assurance and training purposes*** *** was properly informed of the $cancellation fee when she placed her order.On March 20, *** *** called to cancel her auto-delivery program and spoke to the same representative - Antwon with whom she spoke with to place her orderAntwon explained to *** *** that if she did not take her second order she would have to pay the cancellation fee of $*** *** then claimed that she was not informed of the cancellation fee when she signed upAntwon explained to *** *** that he was the representative that signed her up and he did inform her of the $cancellation fee*** *** then requested to speak to a supervisor, Antwon put *** *** on hold to speak to a supervisor and returned several minutes later and provided her with the option to cancel her account and pay the $cancellation charge or take the second order*** *** ultimately decided to cancel her program and she was charged the $cancellation feeNutrisystem reviewed the call when *** *** cancelled her program and she was properly charged and informed of the $cancellation fee*** *** is not due a refund, We wish *** *** all the best.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

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

May 18,
Revdex.com
Of Metro Washington DC and Eastern Pennsylvania
Attn: Ms*** ***
John FKennedy Blvd., Suite
Philadelphia, PA
Re: *** ***, ID ***
Dear Ms***,
The response from Mrs*** *** was received on May 4,
Ms*** contacted me directly and through the Revdex.com. Attached is a copy of the payment order page where our customers submit their order. All of our customers view this page before they submit their order for processing. In addition, attached are the terms and conditions and screenshots from nutrisystem.com which detail the terms of the auto-delivery program
If you have any further questions, please do not hesitate to contact me at 215-706-5321, or by email to ***, or you may write me at the address set forth above
Sincerely,
Donna D***
Senior Corporate Paralegal
Cc: Denise B***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

July 13, 2016Dear *** ***,The complaint submitted by *** *** *** was received on June 20, 2016.According to Nutrisystem's records, on May 27, *** *** enrolled in the NutriSystem Auto-Delivery Program via telephoneWith 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)When our customer's enroll via telephone our customer's authorize us to automatically charge and ship their order every weeks unless they cancelIf 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 shippingIf our customers decide to cancel before the second shipment and after the day guarantee period, they authorize us to charge a $early cancellation feeIf they cancel any time after they receive their second month there is no fee*** *** was informed of the terms and conditions of the auto-delivery program, including the day money Back Guarantee when she placed her order*** *** received her first shipment on June 3, 2016.On June 7, 2016, *** *** contacted Nutrisystem indicating she was not satisfied with the foods*** *** indicated she wanted to obtain a refund for the shipment she received under the day Money Back GuaranteeNutrisystem records all calls for quality assurance and training purposes and has reviewed this callThe representative asked *** *** several questions about the program and the foods and suggested some alternatives to cancelling, however *** *** indicated she only wanted her money backThe representative cancelled *** ***'s auto-delivery program and submitted a request for a *** label for *** ***Nutrisystem did not find that the representative was argumentative or rudeThe *** label was sent to *** *** on June 8, 2016.*** *** contacted Nutrisystem on June 16, indicating that she had received a second shipment in errorWhile on the phone with the representative *** *** realized that *** returned the original order that she returned to Nutrisystem to herThe representative explained to *** *** that she would need to contact *** to determine why the package was returned to her as it could be for a number of reasons, *** *** became very upset and indicated that she was reporting it to the Revdex.com, was recording the call and then *** *** disconnected the call*** *** later emailed Nutrisystem requesting a new labelAlthough Nutrisystem showed the original labelNutrisystem Inc*** *** *** ***, Fort Washington, PA ***that was sent to *** *** was still active and usable, Nutrisystem emailed *** *** a new label.*** ***’s shipment was returned to Nutrisystem and *** *** was issued a full refund in the amount of $on June 23, *** *** should be in receipt of the credit at this timeWe 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,

March 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 February 20, and has been forwarded to me for responseAccording to Nutrisystem’s records on August 1, 2014, *** *** enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website and paid $for her first order 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 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 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 Continental U.Sshipping (if applicable) and 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 and *** *** agreed to the Terms and Conditions when she submitted her order. *** *** was shipped her first order on August 4, On August 29, *** *** was sent an email indicating her second order was going to be processed for her.
On September 1, *** *** delayed her second order until September 16, through the website*** *** also sent an email to customer service indicating that she wanted to cancel her Auto-Delivery programOn September 2, 2014, a customer service representative contacted *** ***.
Nutrisystem records all calls for quality assurance and training purposes. I have personally reviewed the call when *** *** spoke to the customer service representative and agreed to change her program. The call began with the representative inquiring as to how *** *** did on the program. *** *** indicated she had done well with the program and had lost lbs. *** *** indicated she had sent an email to cancel because she was transitioning back to work full time after having a baby and it was not the right time for her to do the program. The representative inquired about the baby and how old he was. *** *** indicated he was months oldThe representative asked *** *** some personal questions due to restrictions that Nutrisystem has in place for pregnant and nursing mothers. The representative consulted with one of Nutrisystem’s registered dieticians to confirm *** ***’s eligibility for the program. *** *** was eligible for the program. The representative informed *** *** he could cancel the program for her but she would be responsible for paying for the discount she received on her first order ($102.10) if she chose to cancel her program before accepting and paying for her second order under the terms of the Auto-Delivery Program. As an alternative, the customer service representative offered *** *** the Weekends on Your Own Program for $249.99. The customer service representative indicated she would save $and she could still continue with the program and lose the weight she wanted to. He also indicated it would give her more flexibility with the plan and her work/home schedule. *** *** inquired if she would still be responsible for the fee if she chose to cancel after he changed the plan and she received her second order. The representative indicated that as long as she kept and paid for the second order she would not be responsible for paying the discount back from her first order. *** *** agreed to change the plan and accept the second order and the call continued with the representative reviewing all of *** ***’s menu options for breakfast, lunch, dinner and snacks
Nutrisystem has been experiencing a high call volume and apologizes to *** *** for the experience she had with her call review request. As indicated above, I personally reviewed the call and *** *** was provided with a price of $249.99. At no point during the phone call when *** *** agreed to switch her program was *** *** provided with a price of $125.00. Nutrisystem cannot offer *** *** a refund as she was properly informed of the price and billed correctly. We wish *** *** continued success with her weight loss goals and her new baby
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 aboveSincerely,
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 in my office on December 9,
After reviewing *** ***’s complaint I contacted our Customer Service Department to determine if they had a listing for *** *** or his email address ***@***.com. According to Nutrisystem’s records, *** *** created a customer profile with Nutrisystem on January 6, When *** *** created his customer profile this prompted Nutrisystem to begin sending emails to *** *** “on an established business relationship” under current Telemarketing Rules
Nutrisystem has no record of *** *** contacting Nutrisystem by email, telephone or mail to request to 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 him and we wish him 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: *** ***

To keep our customers informed, NutriSystem sends its customers monthly emails to i) make changes to orders; ii) confirm orders; and iii) provide shipment notifications. As detailed in my letter dated April 11, 2017, these email notifications were provided to MsLeek each month prior to delivery of her food shipments *** *** received shipments of food on January 26, 2017, March 7, 2017, and April 1, 2017. For her January 26, delivery, we received credit card authorization on January 20, 2017, and funds were captured on January 24, 2017. For the March 7, delivery, funds were authorized on March 2, and captured on March 3, 2017. For the April 1, delivery, funds were authorized on March 30, and captured March 31, There was an order delayed on February 17, by *** ***. The funds for that cancelled delivery were authorized on February 16, 2017, but were never captured

have been completely dissatisfied with the company as the customer service was very poor and I ended up getting the order I cancelled over the phoneThe whole issue was brought up and explained as my fault, but however I delayed the delivery with the automated serviceThe company claimed no responsibility like it never occurred.
*** ***

August 23,
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
John FKennedy Blvd., Suite Philadelphia, PA Attention: Ms*** ***
Re: *** ***, Case# ***
Dear Ms***,
The response from Ms*** was received on August 19, 2016.
As indicated in my previous response Nutrisystem has no record for Ms*** or her email address in its database. She may be receiving emails from a third party which contain some type of Nutrisystem promotional offer. We are unable to determine the origin of the emails that she is receiving. If she can forward me some of the emails she is receiving, we may be able to determine who is sending them. In the meantime, as we indicated previously we have added her email address to Nutrisystem’s “Do Not Email” list
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
Nutrisystem, Inc

March 3, 2015Dear *** ***,
The complaint submitted by *** *** *** was received in my office on February 23, and has been forwarded to me for responseAfter reviewing *** ***’s complaint I contacted our Customer Service Department to determine if they
had a listing for *** *** or his email address ***According to Nutrisystem’s records, *** *** created a profile on Nutrisystem’s website on January 24, at 5:33pmThis prompted Nutrisystem to begin sending marketing emails to *** *** “on an established business relationship” under current Telemarketing RulesHowever, any request to unsubscribe from a customer is handled immediately, but it usually takes 7-day to go through our internal systems and update accordinglyNutrisystem customers’ are informed of the time it takes to be removed via a reply email once they unsubscribe from the site.Nutrisystem has no record of *** *** opting out of emails from NutrisystemNor does Nutrisystem have a record of *** *** contacting Nutrisystem via telephone or email to request that Nutrisystem remove him from their email listSince receiving *** ***’s complaint Nutrisystem has put *** *** and his email address on its “Do Not Email” listWe ask that *** *** allow 7-business days for our internal systems to update accordinglyWe apologize to *** *** for any inconvenience this has caused him, please be assured that he will not be receiving any further emails from NutrisystemIf you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to diavidsonsinutrisystem.com, or you may write me at the address set forth aboveSincerely,
Donna D
Senior Corporate Paralegal

June 4,
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 June 2, and has been forwarded to me for response
According to Nutrisystem’s records, on February 4, *** enrolled online 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. *** was shipped her first order on February 9, 2015.
*** was shipped two (2) additional orders under the Auto-Delivery Program, with her last order being shipped on April 10,
On April 14, 2015, *** contacted Nutrisystem to cancel her Auto-Delivery Program. *** also requested to return the last order that was shipped to her. ***’s Auto-Delivery Program was cancelled and she was issued a return authorization number to return the third order to Nutrisystem for credit.
***’s third order was returned to Nutrisystem on April 27, 2015. However, in error *** was not issued the credit for the return
We apologize to *** for any delay in getting her credit issued. It is unclear as to why her credit was not issued when the return was received at Nutrisystem’s warehouse. Nutrisystem issued *** a full credit in the amount of $today, June 4, 2015. *** should see the credit applied to her account within 5-business days depending on her financial institution. We wish *** continued success with her weight loss goals
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* *** ***

April 2,
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 April 18, and has been forwarded to me for response
According to Nutrisystem’s records, on January 18, *** *** and her spouse 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. *** *** and her spouse were each shipped their first orders on January 19,
On February 8, 2015, both *** *** and her spouse were each sent an email indicating their second orders were getting ready to be shipped to them. On February 11, *** *** and her spouse were both shipped their second orders.
On March 8, both *** *** and her spouse were each sent an email indicating their third orders were getting ready to be shipped to them. According to Nutrisystem’s records *** *** went into her online account and delayed her third order twice. The first time she delayed it from 3/12/to 3/26/15. The second time she delayed it from 3/26/to 3/26/(please see the account history attached)According to Nutrisystem’s records *** ***’s spouses order was not delayed (please see account history attached) and was delivered as scheduled.
On March 17, *** *** contacted Nutrisystem indicating that she had delayed both her and her spouses’ third orders but she had received her spouses’ orders (ready to go and frozen portions). *** *** was informed that Nutrisystem could send her a return label for the ready to go portion of the order however the frozen was not returnable. The Customer Service Representative that *** *** spoke with offered to give her 30% off of the frozen order, but *** *** refused and insisted on a full refund
*** ***’s issue was escalated to a manager and the manager approved a full refund in the amount of $provided that *** *** returned the ready to go portion of her order*** *** as issued a full credit in the amount of $on March 20,
As shown in *** *** and her spouses’ account history (attached) *** *** did not delay both her and her spouses’ third orders, rather she delayed her own third order twice. Nutrisystem sent *** ***’s spouses’ third order in good faith. Although it was not Nutrisystem’s error, *** *** was issued a full refund in the amount of $329.99. We trust this resolves *** ***’s complaint
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: *** ***