Complaints

This profile includes complaints for Nutrisystem, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Nutrisystem, Inc.

  1100 Virginia Dr Ste 175 Ft Washington, PA 19034-3278

  
• 

  Nutrisystem, Inc.

  871 Washington St Braintree, MA 02184

• 

  Nutrisystem, Inc.

  60 Worcester Rd Framingham, MA 01702

• 

  Nutrisystem, Inc.

  2143 N Tustin St Ste A-2 & A-3 Orange, CA 92865-3709

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  Nutrisystem, Inc.

  9696 Nall Ave Overland Park, KS 66207

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, May 30, I received my THIRD CONSECUTIVE "frozen" food other from Nutrisystem (NS). On the previous two offers delivered similarly, I contacted the company and received a replacement order. (The first was purchased through ******* but shipped by **. The second and third came after I signed up for their auto-delivery program.) The following Tuesday, June 3, my earliest chance to reach out to NA, I called their customer service number to request another replacement shipment and was on hold for 3 hours with no answer. I finally tired of waiting and responded to a prompt promising a callback that NEVER came. I also sent an email to their customer service that evening with no response. A few days later I discovered a self service online option at their website to report a damaged order and request replacement. I did that, received confirmation and was given an order number, but nearly a week later I have nothing to show for it. When I log into my NS account and check "My Orders," the other shows as "Replacement Shipment in Progress," but there is no shipping or delivery info. Tonight, I called to check the status of my replacement order and was on hold for 4 hours with nothing more than a recording every 10 minutes or so with an apology for the delay and an empty promise that someone would be with me shortly. The monthly fee for my shipment is $257.98. I simply want the company to make right and replace the damaged frozen food order as they have before. More importantly though, I would like for them to ensure future frozen orders arrive in a timely manner so that they are not thawed and inedible.

  Business Response

  Date: 06/13/2025

  We apologize for the customers difficulties, particularly with the delayed ***** delivery.  The customers new order was shipped within 7 days of receipt of his online request, and delivered on 6/12/2025.  The customer can continue to enjoy Club Advantage benefits until 10/22/2025, but has cancelled his renewal.  We trust that a full product replacement provides a satisfactory resolution to the issue. Please feel free to contact customer service any time with additional questions.
  
  

• Initial Complaint

  Date:06/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received notice that I was going to be charged an annual payment of ***** on June 6, 2925. I called the company twice to tell them to stop that I did not want the service. I was put on hold for over 20 minutes and no one would answer. I reached someone today 6/8/25. They told me they could not reverse the charge that occurred on 6/6/25. I told them they charged me for something I did not order. They told me they could not reimburse me.

  Business Response

  Date: 06/13/2025

  On 5/6/2024,the customer signed up for Club Advantage using a 30-day free trial offer.  The Club Advantage has since renewed on 6/6/2024 and 6/6/2025.  The latest renewal reminder was sent out on 5/7/2025, however the customer did not disable the renewal until after the subscription was renewed on 6/6/2025.  The customer called customer service on 6/6/2025,the agent explained the charge and confirmed the next renewal was disabled and the subscription is non-refundable as stated in our terms and conditions. The customer can continue to enjoy Club Advantage benefits until 6/6/2026.  We trust that this explanation provides a satisfactory resolution to the issue. Please feel free to call or chat in with customer service any time with additional questions.
  
  
  

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have tried to cancel the Auto-Ship several times, and I have been on hold for as long as 2 hours, only to have the system cut off the call. Nutrisystem will not let you cancel the account online; they say it can only be done by calling customer service, which is nonexistent. The last order they shipped was late, and frozen items were ruined entirely and mixed with the non-frozen items. We want to be done with them. If they are that poor at customer service, they should be forced to enable Autoship cancellation online.

  Business Response

  Date: 06/11/2025

  We are sorry this customer had an unsatisfying experience. On 6/6/2025 an outreach call was made to the customer, the agent went over the customers concerns, gave the information on how to schedule a call with a coach, went over the Club Advantage benefits and cancelled the customers auto-delivery indefinitely and no other orders will be shipped out.  On 6/9/2025, the supervisor did another outreach call to the customer, apologized for the hold time and explained the higher-than-normal call volume, the answer time was delayed.  They went over the issue with the last order and the supervisor issued a partial refund.  Please allow 3 to 5 business days for the funds to reach the financial institution and 1 to 2 billing cycles to appear on the statement.  We trust that the outreach calls, the partial refund and this explanation provide a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cant get them to cancel my deliveries and auto withdrawals of money.

  Business Response

  Date: 06/13/2025

  On 5/19/2025 the customer signed up online for the High Protein Plan 2-week option, which comes with 28 meals every two-weeks. The customer also received a Free ******* Club Advantage subscription.  We disclose all aspects of the auto-delivery program on the checkout page immediately next to the checkout button.  On 5/23/2025, the customer called in to customer service and the agent explained the plan and assisted the customer with her payment update for future orders.  On 6/5/2025, the customer subsequently chatted in with customer service requesting to cancel, as the plan was not for her, the agent then recommended the customer schedule a call with a coach to adjust the customers meal plan and offered to delay the auto-delivery in the meantime.  The customer disconnected the chat so the agent could not continue complete the transaction.   As of 6/9/2025, we have cancelled the auto-delivery per the customers request, no other orders will ship out.  The customer still has Club Advantage benefits until 11/18/2025.   We trust that the cancelling of the auto-delivery provides a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions.
  

• Initial Complaint

  Date:05/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/20/2025 I received my first 5 meals per week plan. At the time I placed the order it was advertised that this plan included the 7 in 7 first week meal plan. I set up a chat with Nutrisystem to confirm that the 7 in 7 was included with my plan. A copy of that chat confirmation is attached. When I received the order yesterday there was no box with the 7 in 7 first week plan. I set up another chat with Nutrisystem and was told it was no longer included as part of the plan I signed up for. I was on Nutrisystem 5. years ago and the first week 7 in 7 was crucial to my success. All I wanted was for them to send me the 7 in 7 additional items since I was told they were part of my plan and Nutrisystem's website advertised it as included. After going round and round with the support person I finally realized that she was not going to send me the 7 in 7 and basically told me I was on my own unless I wanted to talk to a coach. As a result I am am now a very dissatisfied customer and planning to cancel my subscription at the end of my initial 2 month prepayment period. Good customer service is a valuable commodity and false advertising should certainly be a basis for making the customer happy. All I want is to receive the 7 in 7 first week program that I was told was included in my program.

  Business Response

  Date: 06/13/2025

  We have reviewed the details in the customers account and apologize that she was given misinformation on her original program chat.  She has already been shipped the remaining items for the 7 in 7 first week.  We have scheduled the customers auto-delivery to be cancelled after the last prepaid order is fulfilled on 6/18/2025.  The Club Advantage benefits are good until 11/23/2025, the renewal has been disabled.   We trust that the replacement of the shakes and bars and scheduling the auto-delivery to be cancelled,provides a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions.
  

  Customer Answer

  Date: 06/13/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am somewhat surprised however that they did not offer any type of accommodations to try to keep me as a customer as opposed to just canceling me.  
  
  Regards,
  
  ******* ********
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 86 and my wife is 80. We are solely on social security income. We decided to try and lose weight using Nutrisystem. We placed a 3 month order, making a commitment to their system.Then, our circumstances changed and we attempted to cancel the order after the first delivery.The help desk did not outright refuse to cancel the 3 month subscription. Instead they were devious continuing to ask questions and offer irrelevant solutions. Finally when confronted they sdaid they could not cancel the subscription. Then we find instead of a 3 month subscription, we have a 12 month subscription that automatically renews. I called back and after a lot of weasel worded conversation I got a commitment from the help desk person to cancel my subscription. I dont know nif that really happened and wont know until the three months are up and if they will try to renew the 3 month order. I may cancel my credit card to protect myself. My next problem is delivery. I delayed my second delivery because we were not prepared for the first delivery and had too much food in the refrigerator that we had to eat before starting the diet. We finished that food and started the program. We timed the next delivery based on their email to us that said 1-5 days from activation. We needed to time it correctly because we are going away for two weeks. Well, 6 days later we still havent heard from Nutrisystem and now we will be gone whenever the order arrives and so it will spoil. Attempting to get help from customer service is waste of time. In my view, Nutrisystem is not an honorable company. Once they get you in their system, they are slippery and customer service is only there to wear you down, not to help you.

  Business Response

  Date: 06/02/2025

  In investigating this complaint we discovered a customer service error in explaining the program and cancellation.  As a result we have issued this customer a full refund for their order.  The refund should appear within 1 to 2 billing cycles.  The customers subscription has also been cancelled indefinitely and no further orders will be billed.  We trust that the full refund and this explanation provides a satisfactory resolution to the issue, and we apologize for any inconvenience caused by this error. Please feel free to call or email customer service any time with additional questions.
  
  

  Customer Answer

  Date: 06/03/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined and purchased a plan with nutrisystem. I started noticing that I was getting bad stomach aches from the food. I discovered I do not do well with protein induced foods. I contacted customer service to cancel any continuing orders as this plan was not going to work due to illnesses. I was told directly on the phone that any fees would be waived and I would not be charged any upon cancelation. I noticed a $125 charge on my credit card that was not authorized. They still went and charged me fee even though I was assured there would not be a charge on phone conversation. I contacted customer service and spoke to someone who called himself ***. He refused to take care of the situation or listen to me. When I asked repeatedly to speak to a manager, he claimed they were not available, would not call me back and would not help me at all. I am very frustrated with this situation as I should not have been told a fee was waived and then charged anyways. And I should have been able to speak to a manager as it was a reasonable request.

  Business Response

  Date: 06/02/2025

  We have reviewed this customers account and found that the agent made a system error, and has since been retrained.  The company has already issued a refund for the cancellation fee which should post to the customers account in the next several business days depending on their financial institution.  We hope that this provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

  Customer Answer

  Date: 06/03/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did try to resolve this with Nutrisystem directly.  The customer service who answered was very rude and would not let me speak to a manager.  That part is not system error.  I appreciate the refund.  
  
  Regards,
  
  ***** **********
  
  

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried Nutrisystem. Dont like it. Some foods upset my stomach Trying to cancel- no way to cancel on website. Chat bot leads to dead end. Ive Been on hold with phone 40 minutes over course of two days -several times. I delayed upcoming shipment but I JUST NEED TO CANCEL!! Completely. They say I signed up for six months and I would not have done that. Its a scam to trap you into taking food. Thanks!

  Business Response

  Date: 05/21/2025

  On 5/6/2025,the customer signed up for the High Protein Plan 2-week, choosing to Prepay for two shipments, and received a Free 6-month Club Advantage subscription. While the Prepay shipments are non-refundable, customers may cancel any time during their ******* subscription with no further obligation to buy. Customers agree to all terms by affirmatively checking a box before they can complete their order.  We also include a copy in an email receipt sent immediately after purchase.
  
  As of today the customer has cancelled her Club Advantage subscription auto-renewal online and delayed her final (pre-paid) food delivery from 5/21/2025 to 5/29/2025.  As of today, the customer will not be billed for any additional food or subscription in the future.  The customers free Club Advantage benefits will remain available until 11/5/2025 at no cost. 
  
  We trust that this explanation provides a satisfactory resolution to the issue. Please feel free to call or chat in with customer service any time with additional questions.

   

• Initial Complaint

  Date:05/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2025they sent me an order I wanted delayed until April. I accepted the March order and contacted them to cancel my subscription in March 2025. In April they notified me they were sending another order. I again contacted them to stop the order, they responded That the order was in processing and could not be stopped and that my subscription was still active because I had no called and not talked to the correct person. I talked to the correct person and cancelled my subscription again and told them not to send the order because I would not accept it. I called several times and even asked for a supervisor. One was not available but would call me back within the next hour. Noone called. They billed my credit card and are fighting me with credit card company about removing the charge. I did not accept the order and still they are charging for it.

  Business Response

  Date: 06/02/2025

  Nutrisystem processed and shipped *************** order on 3/24/25.  On 3/17/2025, Mr. **** logged into his online portal, but we suspect he did not realize he was delaying his April order from his online account from 4/7/2025 to 4/15/2025.  At that time his March order was already in processing.  Mr. **** chatted with customer service on 3/24 to cancel his March order, but it had past the deadline to cancel and he left the chat without taking any further action to cancel his subscription.  Mr.***** delayed order fulfilled and shipped on April 15, 2025.  Mr. **** called into customer service on 4/15/2025 and his account was cancelled indefinitely, with no further orders to be shipped out.  Mr. **** contacted customer service a few more times on 4/16/2025, and refused delivery of his April order on 4/17/2025.  The companys terms and conditions regarding packages are clear, and due to the fact that orders contain frozen and perishable items they are discarded when received by our warehouses without a refund, and will not be reshipped to customers.  We trust that this explanation, including indefinite cancellation of Mr. ***** account, provides a satisfactory resolution to the issue. Please feel free to call or chat in with customer service any time with additional questions.
  
  
  

  Customer Answer

  Date: 06/03/2025

  nutrisytem counld stop the prosesin but chose not. the 6 itrms that were frozen were still frozen and could esily returned to freezer. All the other items are in sealed packed the are good for mounths.  They lie and obstuct anyone trying to cancell their order. Nutrisystem can fix this or face a class action suit.Its their choice fix this, or have to pay everyone they screwed over.

• Initial Complaint

  Date:05/13/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I travel extensively in our RV. When we return home we have an inordinate number of pieces of mail delivered by the *****We have phoned NutriSystem to request my name and address be removed from their mailing list. The automated system instructs us how to remove our address from email solicitations/promotions but not snail mail.When we ask the automated system to transfer us to a representative. The system will not transfer without being told what the call is about. As soon as we state "unsubscribe" we are transferred to recorded instructions regarding email.When we say subscription issue or promotional issue the automated system advises a wait time or 45 minutes or more. We have waited as long as 20 minutes and than hung up rather than waste our time.We have gone to the NutriSystem web site. It does not provide an email address for us to submit our request.The NutriSystem web site has a CHAT button but it does not work.

  Business Response

  Date: 06/04/2025

  We are in receipt of the customers complaint.  As of 5/15/2025, please be advised the customer has been placed on *********************** Do Not Mail list.  Please allow up to 30 business days for the unsubscribe process to cycle through.  If the customer should continue to receive physical mail after the 30-days have past, the customer can email ************************************************************** and send in a copy of the physical mail that they received that shows the name and mailing address. We can then look into this further if needed.  The process to unsubscribe from physical mail can also be found under our Privacy Policy.   We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

  Customer Answer

  Date: 06/06/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********