BBB Accredited Business since

Nutrisystem, Inc.

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Phone: (215) 706-5300 View Additional Phone Numbers 600 Office Center Dr, Ft Washington, PA 19034 View Additional Email Addresses http://www.nutrisystem.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Nutrisystem, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Nutrisystem, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 168 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

168 complaints closed with BBB in last 3 years | 61 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 61
Billing/Collection Issues 43
Delivery Issues 3
Guarantee/Warranty Issues 7
Problems with Product/Service 54
Total Closed Complaints 168

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Nutrisystem, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: April 20, 2005 Business started: 08/17/1999 in DE Business started locally: 08/17/1999 Business incorporated: 08/17/1999 in DE
Type of Entity

Corporation

Business Management
Ms. Denise Bergner, Senior Director Legal & Corporate Compliance Ms. Donna Davidson, Senior Corporate Paralegal
Contact Information
Customer Contact: Ms. Donna Davidson, Senior Corporate Paralegal
Business Category

Weight Control Services

Alternate Business Names
Nutri System

Additional Locations

  • 600 Office Center Dr

    Ft Washington, PA 19034

  • THIS LOCATION IS NOT BBB ACCREDITED

    60 Worcester Rd

    Framingham, MA 01702

  • THIS LOCATION IS NOT BBB ACCREDITED

    871 Washington St

    Braintree, MA 02184

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    70 Green St

    Fairhaven, MA 02719

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    58 Portland Rd

    Kennebunk, ME 04043

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    30 Penhallow Street

    Portsmouth, NH 03801

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    599 Lafayette Road

    Portsmouth, NH 03801

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    100 Hall Street

    Concord, NH 03301

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    575 South Willow Street

    Manchester, NH 03102

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    6 Xavier Dr Ste 702

    Yonkers, NY 10704

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    34410 Tenley Ct., Unit 4

    Lewes, DE 19958

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    2901 Philadelphia Dr

    Dayton, OH 45405

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    409 State Route 725 Rd

    Centerville, OH 45459

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    707 Shroyer Rd

    Dayton, OH 45419

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    7763 Old Troy Pk.

    Huber Heights, OH 45424

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    987 E Ash St

    Piqua, OH 45356

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    7135 Hodgson Memorial Dr

    Savannah, GA 31406

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    (Reg Office)5727 Westpark Dr Ste 104

    Charlotte, NC 28217

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    1721 7B Sardis Rd No (formerly)

    Charlotte, NC 28270

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    1807 Cherry Rd

    Rock Hill, SC 29732

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    238 E Garrison Blvd (Formerly)

    Gastonia, NC 28054

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    2940 E Franklin Blvd

    Gastonia, NC 28056

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    5033 South Blvd Ste L

    Charlotte, NC 28217

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    5600 Albemarle Rd

    Charlotte, NC 28212

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    770 Tyvola Rd (Formerly)

    Charlotte, NC 28217

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    8700 Pineville Matthews Rd Ste 890

    Charlotte, NC 28226

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    1000 Beltline Rd SW

    Decatur, AL 35601

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    2227 Drake Ave SW

    Huntsville, AL 35805

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    4800 Whitesburg Dr SW Ste 9

    Huntsville, AL 35802

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    481 76th Ave N Apt 2

    Saint Petersburg, FL 33702

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    9696 Nall Ave

    Overland Park, KS 66207

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    105 West 15th

    Goodland, KS 67735

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    1404 3rd St

    Phillipsburg, KS 67661

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    2121 William St

    Cape Girardeau, MO 63703

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    1245 E Montclair St

    Springfield, MO 65804

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    1798 W Unitah

    Colorado Springs, CO 80909

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    1541 Parkway Blvd

    Odessa, TX 79761

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    5501 Spicewood Springs Rd

    Austin, TX 78759

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    4405 Rock Quary Rd

    Dallas, TX 75221

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    3045 S Parker Rd

    Aurora, CO 80014

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    3214 S Wadsworth

    Lakewood, CO 80227

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    8125 Sheridan Blvd

    Arvada, CO 80003

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    1601 S. Broadway

    Edmond, OK 73169

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    5509 N.W. Expressway

    Oklahoma City, OK 73132

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    4100 Summerhill Rd

    Texarkana, TX 75503

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    4526 Summerhill Rd

    Texarkana, TX 75503

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    10346 E. 21st Place

    Tulsa, OK 74129

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    113 W. Prospect

    Ponca City, OK 74601

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    7636 N Ingram Ave Ste 109

    Fresno, CA 93711

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    Unpublished

    Fresno, CA 93704

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    497 N Clovis Ave Ste 202

    Clovis, CA 93611

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    450 Lillard Dr

    Sparks, NV 89434

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    2143 N Tustin St Ste A-2 & A-3

    Orange, CA 92865

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    19107 Beach Blvd.

    Huntington Beach, CA 92648

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    230 Grant RoadSuite B2

    East Wenatchee, WA 98802

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/3/2015 Problems with Product/Service
5/2/2015 Advertising/Sales Issues
4/26/2015 Billing/Collection Issues
4/24/2015 Advertising/Sales Issues
4/21/2015 Billing/Collection Issues
4/21/2015 Delivery Issues
4/7/2015 Billing/Collection Issues
3/28/2015 Problems with Product/Service
3/28/2015 Problems with Product/Service
3/27/2015 Problems with Product/Service
3/22/2015 Problems with Product/Service
3/22/2015 Problems with Product/Service
3/16/2015 Advertising/Sales Issues
3/16/2015 Advertising/Sales Issues
3/16/2015 Advertising/Sales Issues
3/10/2015 Advertising/Sales Issues
2/25/2015 Advertising/Sales Issues
2/24/2015 Advertising/Sales Issues
2/23/2015 Advertising/Sales Issues
2/10/2015 Advertising/Sales Issues
2/8/2015 Advertising/Sales Issues
1/31/2015 Advertising/Sales Issues
1/31/2015 Problems with Product/Service
1/13/2015 Advertising/Sales Issues
12/27/2014 Guarantee/Warranty Issues
12/6/2014 Advertising/Sales Issues
12/2/2014 Problems with Product/Service
12/2/2014 Advertising/Sales Issues
11/22/2014 Billing/Collection Issues
11/17/2014 Advertising/Sales Issues
11/17/2014 Billing/Collection Issues
11/12/2014 Billing/Collection Issues
11/2/2014 Advertising/Sales Issues
10/22/2014 Advertising/Sales Issues
10/18/2014 Problems with Product/Service
10/17/2014 Problems with Product/Service
10/14/2014 Problems with Product/Service
10/6/2014 Advertising/Sales Issues
10/5/2014 Advertising/Sales Issues
9/14/2014 Advertising/Sales Issues
9/14/2014 Billing/Collection Issues
9/2/2014 Guarantee/Warranty Issues
9/1/2014 Problems with Product/Service
8/11/2014 Advertising/Sales Issues
8/5/2014 Problems with Product/Service
8/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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

 

Better Business Bureau

of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** ******

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

 

Re:  ***** *. ******, ID ********

 

Dear **. ******,

 

The complaint submitted by **. ***** *. ****** on July 3, 2014 was received in my office on July 7, 2014 and has been forwarded to me for response. 

 

According to Nutrisystem’s records, on March 17, 2014 **. ****** 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.  **. ****** was shipped her first order on March 18, 2014.

 

 **. ****** went online through the Nutrisystem website and delayed her second order until May 30, 2014.   On May 26, 2014, **. ****** was sent an email indicating her second order was being shipped to her.  On June 2, 2014, **. ****** was shipped her second order.   Please see the attached screenshots from **. ******’s account.

 

   On June 23, 2014 **. ****** was sent an email indicating her third order was being shipped to her.  Please see the screenshot below.

 

 On June 26, 2014, **. ****** was sent a second email confirming her order.   Shortly, thereafter **. ****** went on through the Nutrisystem website and delayed her next order from

July 25, 2014 to September 19, 2014.   Please see the attached screenshots. 

 

It is unclear as to why **. ****** would not have received the email that was sent to regarding her third order being sent to her.   Nutrisystem received no notice that the email notification to **. ****** failed.

 

On June 30, 2014, **. ****** contacted Nutrisystem and indicated she receive no email indicating that the third order was being shipped to her.  **. ****** indicated she would refuse the order.   The Customer Service Representative attempted to connect **. ****** to a supervisor, however **. ****** disconnected the call. 

 

Since receiving **. ******’s complaint, Nutrisystem has contacted **. ****** and issued her a FedEx label to return the third order that was shipped to her (at no cost to her).   Once the order has been returned to Nutrisystem, a full credit in the amount of $279.99 will be issued to **. ******.   In addition, Nutrisystem has cancelled **. ******’s Auto-Delivery program.  **. ****** will not be receiving any further orders from Nutrisystem.  

 

If you have any further questions about this, 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: ****** *******

8/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 emails

Desired 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 Response:

July 22, 2014

 

Better Business Bureau

of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** ******

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

 

Re:  ******* ********* *****, ID ********

 

Dear **. ******,

 

The complaint submitted by **. ******* ********* ***** on July 15, 2014 was received in my office on July 16, 2014 and has been forwarded to me for response. 

 

According to Nutrisystem’s records, on March 7, 2014 **. ***** 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.  **. ***** was shipped his first order on March 13, 2014.

 

 On April 4, 2014, **. ***** was sent an email indicating that his second order was being shipped to him.   On April 8, 2014, **. *****’s second order was shipped to him.  Please see the attached screenshot “A”.

 

On May 2, 2014, **. ***** was sent an email indicating his third order was being shipped to him.  Please see attached screenshot “B”.   **. ***** contacted Nutrisystem via telephone on May 7, 2014, before his order shipped and delayed this order until July 5, 2014.

 

On July 1, 2014, **. ***** was sent an email indicating his third order was being shipped to him.  Please see attached screenshot “C”.   Nutrisystem was not able to obtain payment for this order and **. ***** was sent an email to that effect on July 9, 2014.  On July 11, 2014 Nutrisystem was able to obtain payment and on July 14, 2014, this order was shipped to **. *****.   

 

On July 14, 2014, **. ***** contacted Nutrisystem and indicated he wanted to cancel his Auto-Delivery program and return the third order that was being shipped to him.   **. ***** was provided with instructions to refuse the package and a return authorization number in the event the package was delivered.

 

 It is unclear as to why **. ***** would not have received the email that was sent to him on July 1, 2014 regarding the third order being sent to him.   Nutrisystem received no notice that any of the email notifications sent to **. ***** failed.

 

**. *****’s order was returned to Nutrisystem on July 18, 2014 and **. ***** was issued a full credit in the amount of $269.99 for the order he returned.  **. ***** should see the credit applied to his account within 5-7 business days depending on his financial institution.   Nutrisystem cannot issue **. ***** a credit for the overdraft charge that he indicated he incurred.  We wish **. ***** continued success with his weight loss goals. 

 

If you have any further questions about this, 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: ****** *******

7/21/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 ****; I also request that Nutrisystem stops attempting to bill me for future food orders forthwith.

Business Response:

July 10, 2014

 

Better Business Bureau

of Metro Washington DC and Eastern Pennsylvania

Attn: Ms. Alyssa ******

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

 

Re:  **** *. *******, ID ********

 

Dear **. ******,

 

The complaint submitted by **. **** *. ******* on June 22, 2014 was received in my office on June 23, 2014 and has been forwarded to me for response. 

 

According to Nutrisystem’s records, on March 10, 2014 **. ******* 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.  **. ******* was shipped his first order on June 6, 2014.

 

 On March 27, 2014, **. ******* logged into his account online and delayed his next order until June 6, 2014.  

 

 On May 15, 2014, Nutrisystem received a credit card dispute from **. ******* indicating the product he received was not as described or defective.   Nutrisystem forwarded all documentation regarding **. *******’s order to the credit card company for review.

 

On June 2, 2014, **. ******* was sent an email indicating his second order was being processed for him.   On June 5, 2014, **. *******’s second order was shipped to him.

 

On June 13, 2014, **. ******* logged into his account online and delayed his next order until August 29, 2014. 

 

Nutrisystem currently has a Money Back Guarantee in place.  Under Nutrisystem’s 14 day Money Back Guarantee Nutrisystem clients can try the Nutrisystem program for 14 days and if they are not completely satisfied they can contact Nutrisystem within 14 days of receiving their order and return it for a full refund of their purchase price. 

 

When a customer contacts Nutrisystem regarding their account and a customer service representative accesses an account, the account profile is automatically notated with the customer service representatives information.   In order to determine if **. ******* was eligible for the Money Back Guarantee and to issue **. ******* an RMA (return merchandise authorization) the Customer Service Representative would have to access **. *******’s account.   According to Nutrisystem’s records, no one accessed **. *******’s account between March 10, 2014 when he placed his order and when he subsequently delayed his order online on March 27, 2014.  Please see the attached screenshot below from **. *******’s account.  

 

It is unclear as to how **. ******* could have called within the 14 Day Money Back Guarantee period to request a return and not have any notes associated with his account during that time frame. 

 

Nutrisystem cannot accept the first package that was shipped to **. ******* for return as Nutrisystem has no record of **. ******* contacting Nutrisystem within 14 or 30 days receipt of his first order.  However, Nutrisystem can accept the second order that was shipped to **. ******* on June 5, 2014 for return as he is still within the 30 day Return Policy (see attached).  If **. ******* is interested in returning this order, please have him contact Nutrisystem at ###-###-#### by no later than July 14, 2014 and they will provide him with a Return Authorization Number to return this order.  In addition, Nutrisystem has cancelled **. *******’s account and will not be receiving any further orders from Nutrisystem.

 

If you have any further questions about this, 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: ****** *******

 

6/28/2014 Advertising/Sales Issues
6/28/2014 Problems with Product/Service
6/28/2014 Advertising/Sales Issues
6/28/2014 Advertising/Sales Issues
6/17/2014 Problems with Product/Service
6/9/2014 Advertising/Sales Issues
6/9/2014 Billing/Collection Issues
6/3/2014 Billing/Collection Issues
6/3/2014 Advertising/Sales Issues
5/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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

 

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: **. Philip *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

 

Re: **** *******, ID ********

      

Dear **. *********,

 

The complaint submitted by **. **** ******* on April 19, 2014 was received in my office on April 21, 2014 and has been forwarded to me for response.

 

According to Nutrisystem’s records, on March 29, 2014 **. ******* 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 **. ******* 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 March 31, 2014.

 

On April 19, 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 **. ******* was charged $84.99 in accordance with the terms of the Auto-Delivery Program. 

 

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 $84.99 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: ****** *******

 

5/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 Response:

April 28, 2014

 

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: **. Philip *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

 

Re: *********** *****, ID ********

       

Dear **. *********,

 

The complaint submitted by **. *********** ***** on April 16, 2014 was received in my office on April 17, 2014 and has been forwarded to me for response.

 

According to Nutrisystem’s records, on March 10, 2014 **. ***** 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 **. ***** enrolled in the program.    **. ***** also indicated that he read and accepted the Terms and Conditions when he submitted his order for processing.  Please see the attached example of what **. ***** saw prior to submitting his order.  **. ***** was shipped his first order on March 11, 2014.

 

On April 7, 2014, Nutrisystem began sending reminder emails to **. ***** indicating his second order was being processed for him.  On April 10, 2014 Nutrisystem began processing **. *****’s second order.

 

On April 10, 2014, **. ***** contacted Nutrisystem and indicated he wanted to cancel the order that was in the process of being shipped to him and cancel her Auto-Delivery Program.  **. *****’s second order was cancelled and **. ***** was charged for the discount he received on his first order ($92.49) in accordance with the terms of the Auto-Delivery program. 

 

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.  **. ***** should have been informed of the charges associated with cancelling his account before accepting and paying for his second order when he called to cancel his program.  We are sorry that **. ***** was not provided with this information.   In the spirit of good consumer relations Nutrisystem has issued **. ***** a credit in the amount of $92.49 for the charges that were made to his account.  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 *************************, or you may write me at the address set forth above.

 

Sincerely,

 

 

***** ********

                                                                        Senior Corporate Paralegal

 

Cc: ****** *******

 

5/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 account

Desired Settlement: to credit back my account for the purchase i never made

Business Response:

April 21, 2014

 

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

 

Re: *** ******, ID *******

      

Dear **. *********,

 

The complaint submitted by **. *** ****** on April 5, 2014 was received in my office on April 11, 2014 and has been forwarded to me for response.

 

On April 9, 2014, Nutrisystem was contacted by the **** ** *** ***** Police Department indicating **. ******* *. ******’s credit card had been used to fraudulently place an order from Nutrisystem.   Nutrisystem searched its database and determined that the credit card number that **. ****** provided to the **** ** *** ***** Police Department was used to place an order from Nutrisystem. The order was shipped to the recipient on December 19, 2013.   The order was not sent to **. ****** or the address she provided in her complaint and the order was not returned to Nutrisystem.  Nutrisystem sent the order to the recipient in good faith and was not aware that the order was fraudulent until Nutrisystem was contacted by the **** ** *** ***** Police Department.   Based on the request from the **** ** *** ***** Police Department they have identified two (2) suspects in the case.  Nutrisystem provided the **** ** *** ***** Police Department with all of the records that Nutrisystem has on file in connection with **. ******’s credit card on April 15, 2014 to aide them in their investigation.  

 

Nutrisystem cannot issue **. ****** a refund as the order was sent to the recipient in good faith and was not returned to Nutrisystem.   As with most retail businesses, **. ****** will need to contact her credit card institution directly and inform them that fraudulent charges were made to her account.   Most credit card companies have departments dedicated to fraud and fraud prevention to assist their customers.  

 

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: ****** *******

 

5/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Nutrisystem sends me several email junk maile each day. There is no way to unsubscribe. Stop sending me junk mail.

Desired Settlement: Stop sending me junk mail

Business Response:

April 21, 2014

 

Better Business Bureau

of Metro Washington DC and Eastern Pennsylvania

Attn: Phillip *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

 

Re: **** **********, ID ********

 

Dear **. *********,

 

The complaint filed by **. **** **********, submitted April 11, 2014 was received in my office on April 11, 2014 and has been forwarded to me for response.

 

            After reviewing **. ********** complaint I contacted our Customer Service Department to determine if they had a listing for **. ********** or his email address ***************************.  **. ********** email address is not registered with Nutrisystem and Nutrisystem has no profile for **. ********** in its database.   Based on the information that **. ********** provided he appears to be receiving emails from third party which contain some type of Nutrisystem advertising. 

 

Nutrisystem takes spam emails and the sending of them very seriously.  Nutrisystem is unable to determine the origin of the emails from **. **********’ complaint, but if **. ********** 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 **. ********** 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,

 

                                                                         

***** ********

                                                                        Senior Corporate Paralegal

 

 

4/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 4/7/14

Desired 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

 

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: *** Philip *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

 

Re: ** ***** *******, ID ********

      

Dear *** *********,

 

The complaint submitted by *** ** ***** ******* on April 7, 2014 was received in my office on April 11, 2014 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 his email address ***********************.   According to Nutrisystem’s records, *** ******* created a profile on Nutrisytem’s website on March 16, 2014 at 12:16:08.   This prompted Nutrisystem to begin sending marketing emails to *** ******* based “on an established business relationship” under current Telemarketing Rules.   However, any request to unsubscribe from a customer is handled immediately, but it usually takes 7-10 day to go through our internal systems and update accordingly.  Nutrisystem customers’ are informed of the time it takes to be removed via a reply email once they unsubscribe from the site.

 

According to Nutrisystem’s records *** ******* opted out of all emails on April 7, 2014 at 11:00am.  *** ******* called Nutrisystem on April 11, 2014 and indicated he was still receiving emails.  As indicated above it usually takes 7-10 days for email addresses to be completely removed from the Nutrisystem internal system.  Nutrisystem confirmed that *** *******’s email address was put on the Nutrisystem “Do Not Email” list on April 16, 2014, which was nine (9) days after his initial request was received by Nutrisystem.  

 

We apologize to *** ******* for any inconvenience this has caused him, please be assured that he will not be receiving any further emails from Nutrisystem.

 

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: ****** *******

 

Consumer Response: [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,

  ** ************

4/13/2014 Advertising/Sales Issues
4/13/2014 Problems with Product/Service
4/13/2014 Advertising/Sales Issues
4/12/2014 Advertising/Sales Issues
4/10/2014 Problems with Product/Service
3/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a month program not knowing that I was being set up for auto ship. I called to cancel my membership when they tried to bill me for for a shipment I didn't want. Now they are going to fine me $71.50 for canceling my membership. This is crazy. I can't afford to do auto ship with anyone. I have to make purchases when I'm able. They should let me know up front what their policies are instead of hiding them.

Desired Settlement: I want them to cancel my membership and not punish me for the cancelation. I shouldn't have to pay a fee for a cancelled membership.

Business Response:

March 17, 2014

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ****** ****** ******, ID *******

      

Dear **. *********,

The complaint submitted by **. ****** ****** ****** submitted on March 4, 2014 was received in my office on March 5, 2014 and has been forwarded to me for response.

According to Nutrisystem’s records, on February 6, 2014 **. ****** 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 **. ****** enrolled in the program.    **. ****** also indicated that he read and accepted the Terms and Conditions when he submitted his order for processing.  Please see the attached example of what **. ****** saw prior to submitting his order.  **.****** was shipped his first order on February 10, 2014.

On February 27, 2014, **. ****** was sent an email indicating his second order was being processed for him. 

On March 2, 2014, Nutrisystem attempted to send **. ****** his second order.  However, Nutrisystem was not able to obtain payment for this order and it was not sent to **. ******.

Nutrisystem left a voicemail for **. ****** on March 3, 2014. 

On March 4, 2014, **. ****** contacted Nutrisystem and indicated he wanted to cancel his second order and his Auto-Delivery Program.  **. ****** was informed that he would be charged for the discount he received on his first order ($71.50) if he cancelled his Auto-Delivery Program before accepting and paying for his second order, in accordance with the terms of the Auto-Delivery Program.  **. ******’s Auto-Delivery Program was cancelled as requested and Nutrisystem attempted to charge **. ****** for the discount he received on his first order.  However, Nutrisystem was unable to obtain payment.   

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.  However, as **. ****** has indicated he was not aware of the Terms and Conditions of the Auto-Delivery Program Nutrisystem has cancelled **. ******’s Auto-Delivery Program and waived the charges for the discount. 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 *************************, or you may write me at the address set forth above.

Sincerely,

***** ********

                                                                        Senior Corporate Paralegal

Cc: ****** *******

3/21/2014 Problems with Product/Service
3/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined the Program 1 month ago. I called 1 week before I was to renew another month and spoke with a Rep to confirm that my pricing (weekly billing) and food would remain the same. She confirmed that nothing would change including my payment amount. However, when I checked my acct. on my renewal date, my payment had increased from $42.50 per week to $57.90 per week. I immediately called and explained that I just verified my payment would not change. I was told that "whoever" told me that was mistaken and that I received special "initial" pricing and now I must pay regular price. Even though advertisements state you are locking in your "sales price." In addition, when I said I wanted to cancel because I was not interested in continuing at the higher price, I was told I would need to pay a $61 cancellation fee! Not once when I joined was a cancellation fee ever mentioned. I am very disappointed in the false advertising to be locked in to your initial pricing, a prime example of the bait & switch approach!

Desired Settlement: Would like the cancellation fee of $61 refunded since I just spoke with a Rep. less than 5 days ago and now receiving totally different information! I cancelled my shipment and should not be responsible for a cancellation fee since I received wrong information from a company Representative!

Business Response:

March 3, 2014

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ****** ******-******, ID *******

      

Dear **. *********,

The complaint submitted by **. ****** ******-****** submitted on February 10, 2014 was received in my office on February 18, 2014 and has been forwarded to me for response.

  According to Nutrisystem’s records, on January 8, 2014, **. ******-****** enrolled in the NutriSystem Auto-Delivery Program via telephone.   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.   In addition to the Auto-Delivery discount, **. ****** received $15.99 off her first order and had two (2) Buddy Bucks coupons (Referral coupons from other customers.  These are onetime coupons.) which she applied to her first order for an additional $60.00 off of her first order.  With Auto Delivery, 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 Continental U.S. shipping (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 (please see attached) and **. ******-****** was informed of the terms and conditions when she placed her order.   **. ******-****** was shipped her first order on January 12, 2014.

On February 10, 2014, **. ******-****** contacted Nutrisystem and indicated her pricing was incorrect for the next order she was due to receive.  **. ******-****** was informed that the price on her first order was lower because she had Buddy Bucks coupons applied to her order in the amount of $60.00.  **. ******-****** indicated that she was told her that the price would not change and requested that her Auto-Delivery Program be cancelled.  **. ******-****** was informed that she would be charged $61.50 if she cancelled her Auto-Delivery Program before accepting and paying for her second order as per the terms of the Auto-Delivery Program.  **. ******-******’s Auto-Delivery Program was canceled and she was charged $61.50. 

**. ******-****** had Buddy Bucks coupons applied to her first order which are non-recurring coupons.   According to Nutrisystem’s records (Nutrisystem records all calls for quality assurance and training purposes), **. ******-****** was informed that those coupons would not apply to her second order.   It is unclear why **. ******-****** believed that her second order would cost the same as her first order.  However, in the spirit of good consumer relations Nutrisystem has issued **. ******-****** a refund in the amount of $61.50 for the charges that were made to her account when she cancelled her program.      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* ****** *******

3/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I orderd my first month of Nutrisystem which was $371.97online. I decided that Nutrisystem wasn't for me and cancelled my autoship program. The day after i cancelled my autoship I got a charge for $112.90. I called and asked what the charge was for, they told me I had agreed to a two month autoship program ( which wasn't made clear because I didn't even know that i signed up for a two month program) and since i didn't do the second shipment they charged me $112.90 because they said they had given me discounts for signing up for the two months. So pretty much I spent almost $500.00 on one month's worth of food. Major rip off, take your money and go to the grocery store and buy a bunch of pre packaged meals it is the same thing!!!

Desired Settlement: You need to make it clear that if you do not fullfill the two month requirement which again i didn't even know i signed up for that you will be charged $112.90 for the "discouts" I mean seriously $500 for a bunch of pre packaged food.

Business Response:

March 3, 2014

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ******* *. ********, ID *******

      

Dear **. *********,

The complaint submitted by **. ******* *. ******** on February 17, 2014 was received in my office on February 18, 2013 and has been forwarded to me for response.

According to Nutrisystem’s records, on December 13, 2013 **. ******** 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 **. ******** 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 December 18, 2013.

**. ******** delayed her second order multiple times online.  **. ******** then sent an email to Nutrisystem on February 11, 2014 requesting that her Auto-Delivery Program be cancelled.

On February 12, 2014, **. ********’s Auto-Delivery Program was cancelled.  **. ******** was charged for the discount she received on her first order ($112.90) in accordance with the terms of the Auto-Delivery Program.

On February 17, 2014, **. ******** contacted Nutrisystem inquiring as to why she was charged $112.90.  **. ******** was informed that she was charged for the discount she received on her first order ($112.90) because she did not accept and pay for her second order under the terms of the Auto-Delivery Program.

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.  However, as **. ******** has indicated she was not aware of the Terms and Conditions of the Auto-Delivery Program Nutrisystem has issued **. ******** a credit in the amount of $112.90 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: ****** *******

3/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: **** ****, ID *******

      

Dear **. *********,

The complaint submitted by **. **** **** on February 10, 2014 was received in my office on February 12, 2014 and has been forwarded to me for response.

According to Nutrisystem’s records, on January 11, 2014 **. **** and **. ****** ***** enrolled in the NutriSystem Auto-Delivery Program under the family plan.   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 **. **** and **. ***** enrolled in the program.    **. **** and **. ***** indicated that they read and accepted the Terms and Conditions when they submitted their orders for processing.  **. **** and **. ***** were shipped their first orders on January 13, 2014.

On February 10, 2014, **. **** contacted Nutrisystem and indicated that he wanted to cancel both his and **. *****’s order.  **. **** was informed that he would be charged for the discount he received on his first order ($89.99) and the discount he received on **. *****’s first order ($82.49) if they did not accept and pay for their second orders.  **. **** and **. *****’s orders were cancelled at this time and they were charged for the discounts they received on their first orders.

Under the terms and conditions of the Auto-Delivery Program that **. **** and **. ***** enrolled in **. **** and **. ***** were required to purchase two (2) orders in order to receive the discounted price that they received on their first orders.  However, as **. *** has indicated that he was not aware of the Terms and Conditions of the Auto-Delivery Program Nutrisystem has issued a credit to **. *** for the charges that were made to his account totaling $172.48.  We wish **. **** and **. ***** 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,

***** ********

                                                                        Senior Corporate Paralegal

Cc: ****** *******

3/4/2014 Problems with Product/Service
2/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: 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

Better Business Bureau

of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re:  ***** *** ******, ID *******

Dear **. *********,

The complaint submitted by **. ***** *** ****** on January 30, 2014 was received in my office on January 31, 2014 and has been forwarded to me for response. 

According to Nutrisystem’s records, on January 10, 2014 **. ****** 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.  **. ****** was shipped her first order on January 12, 2014.   According to FedEx delivery records, the package was delivered to **. ****** on January 15, 2014.

  On January 29, 2014, Nutrisystem received an email from **. ****** requesting that her program be cancelled.  **. ****** indicated was not satisfied with the food or her weight loss.  **. ****** indicated that she tried to phone Nutrisystem, but could not do it.  **. ****** also requested a return label to return the unused food at this time.

On January 29, 2014, a representative from Nutrisystem contacted **. ****** in response to her email.  The representative left a voicemail for **. ******.   **. ******’s program was cancelled and **. ****** was charged for the discount she received on her first order ($61.50) as she did not accept and pay for her second order under the terms and conditions of the Auto-Delivery Program.  

On February 5, 2014, Nutrisystem received a return package from **. ******.   **. ****** was issued a full refund in the amount of $229.99 on February 5, 2014 for the return package.   In addition, Nutrisystem issued **. ****** a credit for the $61.50 that was charged to her account on January 29, 2014.  Depending on **. ******’s financial institution she should see the credits applied to her account within 5-7 business days.

Nutrisystem records all calls for quality assurance and training purposes.  In addition, if a customer contacts Nutrisystem the calling system notates the customers’ profile.  Nutrisystem does not have a record of **. ****** contacting Nutrisystem by telephone. Under Nutrisystem’s 14 day Money Back Guarantee Nutrisystem clients can try the Nutrisystem program for 14 days and if they are not completely satisfied they can contact Nutrisystem within 14 days of receiving their order and return it for a full refund of their purchase price.  Nutrisystem is also currently paying for our clients’ return shipping charges at this time.  Typically, customers contact Nutrisystem under the Money Back Guarantee (within 14 days receipt of their order) via telephone and Nutrisystem issues them a return label to return their unused food products.   Although **. ****** returned the food products on her own, Nutrisystem will credit **. ****** under the Money Back Guarantee.   A credit in the amount of $33.44 has be issued to **. ****** and **. ****** should see the credit applied to her account within 5-7 business days.  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 *************************, or you may write me at the address set forth above.

Sincerely,

***** ********

                                                                        Senior Corporate Paralegal

Cc: ****** *******

2/15/2014 Advertising/Sales Issues
2/13/2014 Guarantee/Warranty Issues
2/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 ******* 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 Response:

January 21, 2014

Better Business Bureau

of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re:  *** *. *****, ID *******

Dear **. *********,

The complaint filed by **. *** *. *****, submitted January 9, 2014, was received in my office on January 10, 2014 and has been forwarded to me for response. 

**. ***** enrolled in the Nutrisystem My Way Women’s Core Auto-Delivery Program on January 3, 2014.  **. ***** was charged $205.97 for this order which included an auto-delivery discount of 20% off of the regular program price, the cyber Monday promotion where she received $123.99 off of the regular program price and free shipping.  **. ***** was sent her first order on January 3, 2013.

On January 7, 2014, **. ***** switched the program she was receiving from the Women’s Core Program to the Women’s Select Program.   This resulted in an increase in the program price to $269.99 per month. 

On January 9, 2013, **. ***** contacted Nutrisystem and spoke to a Customer Service Representative.  **. ***** indicated that she wanted to go back to the original Core program she had with price of $205.97 per month.   The Customer Service Representative submitted a request to a supervisor as she was unable to get **. ***** back to the original price she received on her first order as it was a one day sale.  

Nutrisystem has experienced some difficulty restoring **. ***** to the original price point she received on her first order as it was a one time sale.  However, Nutrisystem has been able to get **. ***** back to the price of $205.97 per month and will honor this price point for **. *****.  However, if **. ***** chooses to change her program it would again remove the promotional price that is currently on her account.  **. *****’s next order is scheduled to begin shipping on January 23, 2013.  If **. ***** would like to make any changes to her order she can contact the Customer Service Department at ###-###-####.

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: ****** *******

1/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 Response:

January 7, 2014

Better Business Bureau

of Metro Washington DC and Eastern Pennsylvania

Attn: ******* *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ****** **** *******, ** *******

Dear **. *********,

The complaint filed by **. ****** **** *******, submitted December 22, 2013 was received in my office on December 23, 2013 and has been forwarded to me for response.

            After reviewing **. *******’s complaint I contacted our Customer Service Department to determine if they had a client profile for **. *******.   However, Nutrisystem was unable to find any profile under **. ******* or the contact information he provided.   It is unclear from **. *******’s complaint if the order was placed by his fiancé.   If the account is under her name, please ask **. ******* to provide her name and contact information and Nutrisystem will research this matter further. 

  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

12/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a food package from nutrisystem on October 17th, 2013 in the amount of $291.84. I was initially prompted to try out the system when I discovered that I could get a significant discount through my health insurance and one of thier business associates. On top of that I took advantage of a promotion they were offering to get a discount on current and future purchases by providing my checking account information so that they could withdraw money automatically whenever I placed an order. It is worth noting that my intentions were to try the system out for one month and one month only. I never had any intention whatsoever to continue buying nutrisystem food mainly because it is overpriced. I noticed on November 7th (approximately 3 weeks after my initial order) that they had charged my checking account $277.19. The food from the meal plan I orginially purchased was intended to last a full 30 day period. To my surprise, even though I had plenty of food still, I was automaically charged for this additional purchase without my permission less than a full month after the first one. After calling and speaking to a customer sales representative from nutrisystem, I learned that apparently they automatically charge you for additional orders each month whether you need or even want more food and without your consent. I definitely was not aware of this policy, and even if I was, I am sure I would have called to cancel my account as well as any current or future orders before the next order was scheduled to be processed and/or money extraced from your checking account without your permission. However, they charged me for another monthly order a week before my first 30 day meal plan was scheduled to be depleted. Obviously I was perturbed with their policies and the way I was treated, not to mention I couldn't afford to buy any more of their food, so I called to cancel any and all dealings with them. However, I was told that there would be an $85 chargeback fee. I was under the impression that as long as you cancelled before they shipped your second order the cancellation process would be straightforward. Any discounts I was receiving was on account of my insurance's promotion (********** ******* partnered with **** ***** **** ****** ******** West Virginia). It is like they are trying to force me to get a second month by charging an outlandish chargeback fee ($85 is ridiculous I can see if it was $35). If that isn't a bait and switch then I don't know what is. I also think it is bad business practice on their part to not allow any account or order cancellations online despite being able to complete the entire account creation and any purchases solely online. They are doing anything and everything to deter cancellations by making it as inconvenient as possible to terminate your dealings with them. I wish I could say that their shady business practices end there. Unfortunately it got worse. I was told that it would be in my best interest to purchase at least one more month, because if you order at least 2 different and consecutive 30 day food assortments you will not be charged the $85 fee when cancelling. I considered doing that since I didn't want to lose $85 for absolutely nothing. When the sales rep noticed my hesitation, she offered an additional $25 discount on my second order. I was seriously considering this option, but I had the good sense to ask if that $25 would be credited back to my checking account since the $277.19 for the second order was already charged. After a long pause, she conceded that in fact it would actually not be possible to get the discount credited since the charge had already been processed. If I wouldn't have said anything I am sure she would've written everything up, received her commission, and went on about her day without a second thought to my misfortune. I told her I would need to think about it and call back. I called back a few hours later and talked to a gentleman named ******. I told ****** my entire situation and he came up with a solution. He offered to cancel my pending order (the second one for $277.19) and create a new order to take advantage of the $25 discount the previous sales rep had offered, so long as I agreed to pay and have the order processed within 30 days. I begrudgingly agreed to this scenario and he told me at least 3 times that the order had been cancelled and they would be crediting back my checking account $277.19. He was aslo supposed to send me an email with the details of our converstion including the transaciton details, changes to my account, confirmation of the money being credited back, and the new delivery date. However, they never credited my account and the information in the email I received stated that the Auto-Delivery was delayed and my next shipment was scheduled to process on 12/8/2013.

Desired Settlement: I just want what I feel is the correct amount of $277.19 credited back to my checking account and my current orders, future orders, and account definitively cancelled once and for all. I want the Full amount without any ridiculous unfounded $85 chargeback fee being held back. I paid for my first order and already received the food, so I am not requesting any money back at all for that one. The second order however, I have not received so I don't expect any issues getting a full refund. Thank You.

Business Response:

November 27, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: **** ***** ******, ID *******

      

Dear **. *********,

The complaint submitted by **. **** ***** ****** on November 9, 2013 was received in my office on November 14, 2013 and has been forwarded to me for response.

According to Nutrisystem’s records, on October 15, 2013 **. ****** 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 **. ****** enrolled in the program.    **. ******also indicated that he read and accepted the Terms and Conditions when he submitted his order for processing.  Please see the attached example of what **. ****** saw prior to submitting his order.  **. ****** was shipped his first order on October 16, 2013.

On November 4, 2013, **. ****** was sent an email indicating that his second order was being processed for him.   The email asked **. ****** to make changes to his order on or before November 7, 2013.

On November 7, 2013, **. ******’s order began to be processed for him.  A credit card authorization in the amount of $277.19 was submitted to **. ******’s financial institution.

On November 9, 2013, **. ****** contacted Nutrisystem and indicated that he was not aware that he was enrolled in the Auto-Delivery program and  he did not want the second order that was being processed for him.   **. ****** was informed that he would charged for the discount he received on his first order if he did not accept and pay for his second order.  **. ******’s second order was cancelled at this time and his next order was delayed until December 8, 2013 at this time.   **. ****** later called back and a $25 discount was applied to the next order that was supposed to be processed for him on December 8, 2013.  

The credit card authorization for $277.19 that was applied to **. ******’s card has been cancelled by Nutrisystem.  No formal charges were ever made to **. ******’s account for the second order.   It is up to **. ******’s banking institution as to when they remove the authorization.   Under the terms and conditions of the Auto-Delivery Program that **. ****** enrolled in **. ****** is required to purchase two (2) orders in order to receive the discounted price that he received on his first order.  However, as **. ****** has indicated he was not aware of the Terms and Conditions of the Auto-Delivery Program Nutrisystem has cancelled his Auto-Delivery program and waived the charges associated with the cancellation.   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 *************************, or you may write me at the address set forth above.

Sincerely,

***** ********

                                                                        Senior Corporate Paralegal

Cc: ****** *******

12/11/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 - **** - 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 FROM

Desired Settlement: ADD AN UNSUBSCRIBE CLEARLY VISIBLE ON THE WEBPAGE AND LINK TO UNSUBSCRIBE AND STOP CONTACTING ME.

Business Response:

December 6, 2013

Better Business Bureau

of Metro Washington DC and Eastern Pennsylvania

Attn: ******* *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ******* ******, ID *******

Dear **. *********,

The complaint filed by **. ******* ******, submitted November 23, 2013 was received in my office on November 27, 2013 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 ******************.  **. *******’s email address is not registered with Nutrisystem and Nutrisystem has no profile for **. ****** in its database.   Based on the information that **. ****** provided she appears to be receiving emails from third party which contain some type of Nutrisystem advertising. 

Nutrisystem takes spam emails and the sending of them very seriously.  Nutrisystem is unable to determine the origin of the emails from **. ******’s complaint, but if **. ****** could forward the actual emails to Nutrisystem, we would be in a better position to determine who the third party is that is sending them.   In the meantime, Nutrisystem has placed **. ******’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,

                                                                       

***** ********

                                                                        Senior Corporate Paralegal

Consumer Response:

Well, this guy or his staff are lying because their own chat line ended up chatting with me; however, I have not received any more emails so I consider it resolved. 

Regards,

******* ******

12/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered Nutrisystem on October 22, 2013 and did the “favorites” package because I did not know what I would like or not like. Nutrisystem also charges an additional $19.99 fee for giving its customers the ability to choose what will be in their monthly food shipment. After completing two weeks, I saw that ****** members have the ability to obtain a 20 day membership for $199 and this also came with protein shakes and the ability to customize my menu. After my first two weeks of seriously disliking any dinner or lunch entrée (besides the lunch bars), I decided to cancel my current membership which did not give me shakes, customization option and costs $229.99, and buy the ****** membership plan. Upon confirming this better deal with ********, a representative via Nutrisystem chat, I then called Nurtisystem to cancel my auto-delivery of the food I deemed as terrible. I was so excited to get the shakes, customization option and to be paying less! However, when I was on the phone with the Nutrisystem representative, I was informed that I was going to be charged $61.50 for canceling and moving my membership to the ****** plan because I did not complete two months, which I was never told about in the beginning, but that’s not the point here. After explaining to the representative my plight, he was very unsympathetic and said that there is nothing that he can do. He said that I could either stay with my current plan (which is over-priced and inappropriate for my needs) for an additional month and pay $19.99 for customization (get food I will actually eat), PLUS the cost of shakes, or pay the cancelation fee and then pay the $199 for the ****** plan. I was completely disgusted with Nutrisystem’s inadequate customer service, and lack of care for its customer's success. I sadly told him to charge me the $61.50 and that I will be taking my business elsewhere. In retrospect, I could have been offered a discount of $19.99 for the second month that I was being forced to pay an inflated price on so that I could, at the very least, customize my order to get food that I would eat, OR I could have been granted a waiver of the cancelation fee since I am a ****** member and was unaware that I could be paying less and getting what I wanted in the first place. Instead, Nutrisystem decided to lose a customer and gain momentum with a negative customer service reputation.

Desired Settlement: Allow me to order the ****** membership without charging me a cancelation fee of the plan that was not right for me.

Business Response:

November 26, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ***** *. ******, ID *******

      

Dear **. *********,

The complaint submitted by **. ***** *. ****** on November 8, 2013 was received in my office on November 14, 2013and has been forwarded to me for response.

According to Nutrisystem’s records, on October 22, 2013 **. ****** 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 **. ****** 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 October 24, 2013.

On November 8, 2013, **. ****** contacted Nutrisystem to cancel her program.  **. ****** indicated that she was interested in purchasing the program through ******.   **. ****** was informed that she would be charged for the discount she received on her first order ($61.50) if she chose to cancel her program before accepting and paying for her second order under the ter** and conditions of the Auto-Delivery Program.   **. ******’s Auto-Delivery program was cancelled and she was charged $61.50.

We are sorry that **. ****** was not satisfied with the Nutrisystem program she received.   **. ****** did agree to the terms and conditions of the Auto-Delivery program when she enrolled in the program and was charged accordingly when she cancelled before accepting and paying for her second order.  However, Nutrisystem values its customers and in the spirit of good consumer relations Nutrisystem has issued a credit in the amount of $61.50 to **. ******.  **. ****** should see the credit applied to her account within 5-7 business days depending on her financial institution.   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: ****** *******

11/21/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I was placing the order I was being walked thru the whole ordering process with an customer service agent. Now, that I called to cancel my next shipment, due to the fact that this program unfortunately didn't work for me I was told that I have to pay back the shipping fee plus a discount which would total to around $80. However when I was placing the order, the customer rep failed to mention this "little" information to me. I feel like being ripped off, and quite frankly if I knew that I would not have placed my order in first place. Really sad that there are still companies out there that follow that kind of business practice.

Desired Settlement: To cancel without having to pay some fees! Also, for future customers I would like to see that a customer service rep would mention that important information when placing an order. I personally feel like being tricked! Desired Settlement: No future charges!

Business Response:

November 11, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: *** ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ****** *. ******, ID *******

      

Dear **. *********,

The complaint submitted by **. ****** *. ****** submitted on October 28, 2013 was received in my office on October 30, 2013 and has been forwarded to me for response.

  According to Nutrisystem’s records, on September 19, 2013, **. ****** enrolled in the NutriSystem Auto-Delivery Program online through the Nutrisystem website. 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 Continental U.S. shipping (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 these terms when she submitted her order (please see attached)    **. ****** was shipped her first order on September 20, 2013.

On October 8, 2013, **. ****** delayed her next Auto-Delivery order online until November 14, 2013. 

On October 28, 2013, **. ****** contacted Nutrisystem to cancel her Auto-Delivery Program.  **. ****** was informed that she would be charged for the discount she received on her first order if she chose to cancel her Auto-Delivery Program before accepting and paying for her second order.   **. ****** cancelled her Auto-Delivery Program and was charged $82.49 at this time. 

As indicated above the terms and conditions of the Auto-Delivery Program are posted on the Nutrisystem website.   In addition, Nutrisystem customer service representatives are required to inform all customers of the charges associated with cancelling the Auto-Delivery Program before accepting and paying for the second order.  Nutrisystem records all calls for quality assurance and training purposes.   Nutrisystem attempted to locate the telephone call where **. ****** indicated that she was walked through the ordering process, however Nutrisystem was not able to locate this call.   Therefore, in the spirit of good consumer relations Nutrisystem has issued **. ****** a credit in the amount of $82.49.   **. ****** should see the credit applied to her account within 5-7 business days depending on her financial institution.   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: ****** *******

 

Consumer Response: [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,

****** ******

11/11/2013 Advertising/Sales Issues
10/31/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 worth

Desired 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 Response:

October 29, 2013

Better Business Bureau of

Metro Washington DC and Eastern Pennsylvania

Attn: Mr. Phillip Moskowitz

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re:  ******** ******** ID *******

Dear *** **********

The complaint filed by *** ******* submitted October 23, 2013, was received in my office on October 24, 2013 and has been forwarded to me for response. 

According to Nutrisystem’s records, *** ******* re-enrolled (*** ******* was previously a member) in the Nutrisystem Program for Women with Auto-Delivery on September 9, 2013.  Nutrisystem offers several different menu options.   Currently our customers can choose from the following programs:

1.      Basic – 28 Day Program which includes a pre-selected favorites package of ready to go Nutrisystem foods

2.      Core – 28 Day Program where customers choose the ready to go Nutrisystem foods they want

3.      Select – 28 Day Program which includes 18 ready to go Nutrisystem foods and 10 frozen food items

*** ******* selected the Select-28 Day Program and her first order was shipped to her on September 10, 2013.

Nutrisystem recently began offering the Nutrisystem My Way program where our customers can fully customize the amount and type of ready to go foods and frozen foods they receive in their 28 day program.   On September 25, 2013, *** ******* contacted Nutrisystem and upgraded her program from the Nutrisystem Select 28 day program to the Nutrisystem My Way program. 

On October 17, 2013, *** ******* was sent an email indicating her order was being processed for her.  On October 22, 2013, *** ******* was shipped her second order.

On October 23, 2013, *** ******* contacted Nutrsystem and indicated that she had received the incorrect order.   The Customer Service Representative offered to replace the items that *** ******* received that she did not want for both the frozen and ready to go items, however *** ******* could not tell her which items were incorrect     *** ******* was transferred to a supervisor who offered to send a Fedex label to *** ******* to return the ready to go food products to Nutrisystem.  *** ******* was informed that the frozen food products were non-returnable, but that Nutrisystem could send her replacements items.  *** ******* was sent a Fedex label on October 24, 2013.

The Customer Service Department has reviewed *** *******’s account thoroughly.   When *** ******* switched her program from the Select 28 day program to the Nutrisystem My Way program it defaulted to the favorites selection of foods.   It is unclear as to if *** ******* was informed that she would need to customize the order.   If *** ******* did customize the order the customization did not take in the system as *** ******* was sent the default favorites package for the Nutrisystem My Way program.   Since Nutrisystem was unable to determine what actually occurred Nutrisystem issued *** ******* a full credit in the amount of $379.00 on October 29, 2013.  *** ******* should see the credit applied to her account within 5-7 business days depending on her financial institution.    We are sorry for any inconvenience this has caused *** ******* and we wish her 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 ************************** or you may write me at the address set forth above.

Sincerely,

***** ********

                                                                        Senior Corporate Paralegal

Cc: ****** *******

Consumer Response:

[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,

******** *******

The information in the letter is almost accurate, however I do not like the inference that I somehow ordered the wrong products and it went back to some default system.  I have read many complaints stating that Nutrisystem switchs out food.  That is exactly what they did to me.  The only reason I am receiving a full refund is because of all of the complaint letters I sent.  They have said a credit was issued however I have not seen the credit as yet.  This company is not credible.

10/26/2013 Advertising/Sales Issues
10/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently subscribed to Nutrisystem's Fast 5 promotion they have advertised. The Fast 5 promotion is advertised as follows: Get the all new Fast 5 kit – FREE! In addition to getting 28 days of delicious food, you’ll get the tools you need to accelerate your weight loss with our new Fast 5 Kit: 7 extra, specially designed breakfasts, lunches and dinners 7 EnergiZING shakes to rev your metabolism 7 Craving Crusher shakes to fight off hunger Complete meal guide to keep you on track I did receive the 7 extra, specially designed breakfasts, lunches and dinners. Unfortunately, I have not received the 7 EnergiZING shakes to rev metabolism or the 7 Craving Crusher shakes to fight off hunger. Nutrisystem's customer service dept. has informed me that I am not enrolled in the Fast 5 promotion but I don't see how that can be since I followed all the Fast 5 links on their website. (Perhaps Nutrisystem should check with their website technicians to make certain it's working properly.)One of the requirements for the Fast 5 promotion was that I sign up for the 28-day auto delivery and I have done that.

Desired Settlement: I would like to receive (at no additional charge) the 7 EnergiZING shakes to rev metabolism and the 7 Craving Crusher shakes to fight off hunger (all in chocolate flavor).

Business Response:

October 14, 2013

Better Business Bureau of

Metro Washington DC and Eastern Pennsylvania

Attn: **. ******* *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re:  *** *******, ID *******

Dear **. *********,

The complaint filed by **. *** ******* submitted September 26, 2013, was received in my office on September 30, 2013 and has been forwarded to me for response. 

According to Nutrisystem’s records, **. ******* enrolled online in the Nutrisystem Program for Women with Auto-Delivery on September 14, 2013.  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 Continental U.S. shipping (if applicable) and the amount of the auto delivery discount they received on their first 28-Day program delivery.  In addition to the 20% discount **. ******* received, **. ******* enrolled in a special promotion which includes a free week of food with the first order.  **. ******* was sent her first order on September 17, 2013.

On September 24, 2013, **. ******* emailed Nutrisystem and indicated that she had enrolled in the Fast 5 promotion that Nutrisystem was advertising, but she did not receive the Fast 5 promotional items that were supposed to be included in her order.   Nutrisystem has been advertising the Fast 5 Promotion in select test markets.   Included in the Fast 5 promotion is 7 additional breakfast, lunch and dinner items, 7 Energi-zing Shakes and 7 Craving Crusher shakes.   **. ******* received three (3) different responses from our customer service department regarding the promotional items and was finally sent the Energi-zing Shakes and Craving Crusher shakes on September 30, 2013. 

We apologize to **. ******* for any confusion regarding the promotional items she was to receive.  The Fast 5 promotion is a new promotion and Nutrisystem is still working on it.  According to the shipping information, **. ******* should be in receipt of the Energi-zing shakes and Craving Crusher shakes at this time.   In addition, Nutrisystem has issued a $25 coupon to **. ******* which she can apply to her next order for any inconvenience this has caused her.  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: ****** *******

10/22/2013 Problems with Product/Service
10/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I canceled a weight loss plan with Nutrisystem that involved monthly shipments of food that were charged to my checking account. After canceling the service, Nutrisystem sent me the next order and took $300 out of my account causing great distress over paying my bills. I called them to straighten the matter out and they admitted they made a mistake but I could not get my money back for 2 weeks after getting the product back to them which they had already received per the representative I talked to on 9/19/13. I feel that due to the fact it was their mistake they should take care of the customer who has been with them for over a year. But their response is, we know we made the mistake but you will have to deal with it as if the customer (I) made the mistake.

Desired Settlement: Immediate refund.

Business Response:

October 2, 2013

Better Business Bureau

Of Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re:  ****** ***** ******, ID *******

Dear **. *********,

The complaint filed by **. ****** ***** ****** submitted September 19, 2013, was received in my office on September 20, 2013 and has been forwarded to me for response. 

According to Nutrisystem’s records, on April 7, 2012 **. ****** first 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 ###-###-####.   

**. ****** has been receiving orders since April 7, 2012.   The last order was supposed to be shipped to **. ***** on May 22, 2013.   **. ****** delayed the shipment of this order on multiple occasions online.   Due to a system error, the last delay that **. ****** placed online did not apply to his account and the order began to be processed on August 22, 2013.  Nutrisystem was unable to process this order because Nutrisystem was unable to obtain payment for this order.  This order was delayed automatically by Nutrisystem’s processing system.  

On September 3, 2013, **. ****** contacted Nutrisystem and indicated he wanted to cancel his Auto-Delivery Program.   **. ****** Auto-Delivery Program was cancelled at this time.  However, the Customer Service Representative did not realize that **. ****** had an order pending that was delayed.  The order was shipped to **. ***** on September 9, 2013.

On September 11, 2013, **. ****** contacted Nutrisystem and indicated that he had cancelled his program on September 9, 2013, but had received an order.    **. ****** indicated that he was going to be hit with fees because of the order being charged.   The Customer Service Representative asked **. ****** to fax Nutrisystem the bank charges if he incurred any.   The Customer Service Representative also sent **. ***** a return label to ship the order back to Nutsisystem (at no cost to **. ******).

On September 19, 2013, **. ****** contacted Nutrisystem regarding his refund.  **. ****** was informed that Nutrisystem received the order back on September 18, 2013 and a refund would be issued to his account within 7-10 business days.

On September 20, 2013, Nutrisystem issues a full credit in the amount of $304.27 to **. ******.  **. ****** should be in receipt of the credit at this time.

The Customer Service Representative that **. ****** spoke with to cancel his order on September 2, 2013 should have cancelled the order that was in the process of being shipped to **. ******.   Nutrisystem apologizes that this was not done and for any inconvenience this has caused **. ******.  If **. ****** incurred any fees in association with the last order being shipped to him Nutrisystem will work with **. ******’ bank to get them credited back to him.   Please have **. ****** fax a copy of his bank statement showing the charges he incurred to ###-###-####.   Nutrisystem will work with **. ******’ bank to get the charges refunded to him.    

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: ****** *******

10/6/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received the box of food on August 22, 2013 but it was missing the specific guides that are supposed to come with the diet plan. When I called to complain about this I was disconnected 3 times before I got a live operator who told me it would be shipped as soon as possible. I received an email the next morning at 9:45 am telling me the guides had been Federal Expressed and I would receive them within 3-4 business days. On Wednesday August 28 I still had not received the package so I again called and this time I was told it was mailed by regular mail, today August 29th again I did not receive the package so I called again and complained that it was their mistake and they should have sent it overnight Federal Express and I was told they did not have the capability. I then requested they send me labels required to send the entire box of food back for a full refund and was told that since they would have to mail it to me that I would surpass the 14 day money back guarantee and therefore did not qualify for a refund. I admit I was very angry at this point and told the woman a few choice words of what I thought of their company. I then called again and requested to be transferred to a supervisor and of course all I was connected to was a voicemail to which no one has responded. There are many people in this world who do not have the capability to print from their computer and I am one of them. All I really want is the guides so I can start this diet and I do not believe for a moment that they cannot overnight something, especially when it's their mistake.

Desired Settlement: I want them to overnight the guides that they did not deliver in the box of food that they have already received their payment for.

Business Response:

September 13, 2013

Better Business Bureau of

Metro Washington DC and Eastern Pennsylvania

Attn: **. ******* *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re:  ******* *. ******, ID *******

Dear **. *********,

The complaint filed by **. ******* *. ****** submitted August 29, 2013, was received in my office on September 4, 2013 and has been forwarded to me for response. 

According to Nutrisystem’s records, **. ****** enrolled online in the Nutrisystem Program for Women with Auto-Delivery on August 18, 2013.  Included with each customer’s first 28-day Auto-Delivery Program is a welcome kit which contains the Nutrisystem® Success ® Resource Guide and Daily Meal Planner.  **. ****** was shipped her first order August 19, 2013. 

On August 22, 2013, **. ****** contacted Nutrisystem and indicated that she had not received the meal planner with her order.  The Customer Service Representative that **. ****** spoke with submitted a request for a new one to be sent to **. ******.  It was mailed to **. ****** on August 23, 2013. 

On August 29, 2013, **. ****** contacted Nutrisystem and indicated she still had not received her meal planner.   **. ****** was informed it was mailed on August 23, 2013.  The customer service representative offered to email **. ****** a copy however **. ****** indicated she did not have access to a computer.  **. ****** was asked to allow for a couple more days for the planner to arrive in the mail.   **. ****** requested to cancel her program at this time, however before the customer service representative cancelled **. ******’s order she disconnected the call.  

Nutrisystem contacted **. ****** directly after receiving her complaint.   **. ****** indicated she still had not received the meal planner that was sent to her. Nutrisystem sent a meal planner via Fedex to her on September 10, 2013.  According to Fedex it was delivered on September 11, 2013.  We apologize to **. ****** or any inconvenience this has caused her and we trust that the delivery of the meal planner will resolve her complaint.  

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: ****** *******

9/24/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 Response:

September 9, 2013

Better Business Bureau of

Metro Washington DC and Eastern Pennsylvania

Attn: **. ******* *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re:  ****** ***** *******, ID *******

Dear **. *********,

The complaint filed by **. ****** ***** ******* submitted August 28, 2013, was received in my office on August 29, 2013 and has been forwarded to me for response. 

I have contacted our Customer Service Department and our Web Developers regarding the offer that **. ******* indicated that she saw on the Nutrisystem’s website.  Nutrisystem is currently offering the Dinners On Your Own Program for $169.99 on the website where **. ******* managed her order. However, due to a programming issue when **. ******* placed her order, before she checked out, the system defaulted to standard price of $199.99.   Nutrisystem is working to address this issue.   The special $169.99 price for the Weekends On Your Own Program was not communicated to all departments when it was placed on the website in error

Nutrisystem has contacted **. ******* directly and has offered her the Weekends On Your Own Program at the cost of $169.99.   The special price has been communicated to all departments and Nutrisystem is currently working on addressing the programming issues online.  We apologize to **. ******* for any inconvenience this has caused her and we trust that the offer to send her the Weekends On Your Own Program for $169.99 as she saw advertised resolves her complaint.

If you have any questions regarding this matter, 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: ****** *******

9/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In June (2013), I placed an order with Nutrisystem Diet Plan on-line under their auto-delivery “discount” plan. I have used their program off and on for several years with limited success. After one month’s supply of food, I decided to cancel further orders because I tire of their food. When I called customer service to cancel, they stated that I would be billed $82.00 after cancellation. They claim that when I ordered, it was clearly stated that I must order at least 2 months worth of their food under the auto-delivery program to receive the discounted price. I NEVER saw/understood/heard this on this or past orders. When I questioned, they offered no recourse or refund. I suspect this is a “fine print” gimmick that they are running designed to trick the consumer. I assume that I will have no way to resolve my complaint since they put such conditions in fine print, but I wish for this complaint to be on file with your organization so that other consumers are aware of this sub-standard way of doing business.

Business Response:

September 3, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: *** ******, ID *******

      

Dear **. *********,

The complaint submitted by **. *** ****** on August 23, 2013 was received in my office on August 23, 2013 and has been forwarded to me for response.

According to Nutrisystem’s records, on June 18, 2013 **. ****** 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 **. ****** 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 June 19, 2013.

On July 3, 2013, **. ****** delayed her second order until September 6, 2013.

On August 13, 2013, **. ****** contacted Nutrisystem to cancel her program.  **. ****** indicated she was unsatisfied with the quality of food/variety/taste.  **. ****** agreed to continue with the program and switched the program she was receiving from the Core Program to the Select Program at this time.  **. ******’s second order is due to be shipped to her on September 6, 2013. 

Under the terms and conditions of the Auto-Delivery Program **. ****** is required to purchase two (2) orders in order to receive the discounted price that she received on her first order.  If **. ****** cancels before accepting and paying for her second order she is responsible for paying for the discount she received on her first order ($82.49).   To date, **. ****** has not cancelled her Auto-Delivery Program and has not been charged $82.49.   **. ******’s second order is due to be shipped to her on September 6, 2013.    If **. ****** would like to cancel her Auto-Delivery Program please have her contact the Customer Service Department at ###-###-#### prior to September 5, 2013.

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: ****** *******

9/9/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ****** *****, ID *******

      

Dear **. *********,

The complaint submitted by **. ****** ***** submitted on August 15, 2013 was received in my office on August 16, 2013 and has been forwarded to me for response.

  According to Nutrisystem’s records, on May 22, 2013, **. ***** 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 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 Continental U.S. shipping (if applicable) and the amount of the auto delivery discount they received on their first 28-Day program delivery.  **. ***** chose to pay for her order using the EZ Pay Payment Option Plan that Nutrisystem offers.   With the EZ Pay® Payment plan, Nutrisystem customers’ credit or debit cards are charged in four weekly equal consecutive installments (with the first one on the date the order is shipped, and each consecutive week day thereafter).  The Terms and Conditions of the EZ Pay Payment Option Plan are posted on the website (please see attached) where **. ***** placed her order.   **. ***** was charged $67.49 on May 22, 2013 (the first of four payments under the EZ Pay Payment Option Plan) when her first order was shipped to her.

Nutrisystem attempted to obtain the second payment of $67.49 from **. *****’ credit card on May 30, 2013, however Nutrisystem was unable to obtain the funds.   A message was left for **. ***** on May 30, 2013 requesting updated payment information.  

On June 5, 2013, a second telephone call was made to **. ***** in order to obtain updated payment information.   According to Nutrisystem’s records, the person that answered the telephone disconnected the call.

On June 20, 2013, a third telephone call was made to **. *****.   The customer service representative informed **. ***** that Nutrisystem had been unable to charge **. *****’ credit card for the three (3) payments that were due to Nutrisystem.  **. ***** indicated that she had recently had some fraudulent charges hit her account and she should be able to resume the payments on June 27, 2013.   **. ***** did not indicate that she was unhappy with the products she received, nor did she provide an alternative payment method at this time.

Nutrisystem tried to obtain the second payment that was due from **. ***** on August 8, 2013, however Nutrisystem was unable to obtain payment.  Nutrisystem attempted to contact **. ***** again, but was unable to reach her.

On August 11, 2013, **. ***** was sent a notice indicating her second Auto-Delivery order was being processed for her. 

**. ***** contacted Nutrisystem on August 12, 2013 indicating that she did not want a second order from Nutrisystem.  **. ***** indicated that she had informed a customer service representative that no further charges should be made to the credit card she had on file with Nutrisystem.  **. *****’ Auto-Delivery Program was canceled at this time and as a courtesy Nutrisystem waived the charges for the discount she received on her first order ($82.49).   **. ***** was informed that no new charges were being made to the card, however **. ***** still owed three (3) payments to Nutrisystem for the first order she received and Nutrisystem was attempting to collect those payments.  **. ***** was informed that the payment method that she originally provided would be charged unless she provided an alternative payment method.   **. ***** indicated that she was unhappy with the products that she received and she wanted a refund.  **. ***** was informed that she was past the 30 day return policy and Nutrisystem could not accept the products for return.

After receiving **. ***** BBB complaint, Nutrisystem contacted **. *****.   **. ***** was informed that she still owed three (3) outstanding payments to Nutrisystem under the EZ Pay Program.   **. ***** was also informed that Nutrisystem could not accept the unused food products **. ***** had for return as it is well past the 30 day return policy.   **. ***** indicated to the Customer Service Representative that she would keep the food and drop the BBB complaint if Nutrisystem agreed to switch the payment method she has on file.   The Customer Service informed **. ***** that Nutrisystem could change the credit card on file.  **. ***** then indicated she had to pick up her kids from school.   The Customer Service Representative provided **. ***** with her direct extension to call back so that Nutrisystem could update the payment method that Nutrisystem has on file for **. *****.   To date, Nutrisystem has not received a call back from **. ***** with updated payment information.

**. ***** did not contact Nutrisystem within 30 days receipt of her order to request to return it and Nutrisystem cannot offer her a refund.   **. ***** received her first order from Nutrisystem in good faith and agreed to the Terms and Conditions of the EZ Pay Payment Option Plan when she placed her.  Nutrisystem has been attempting to collect the payments from **. ***** as per the Terms and Conditions of the EZ Pay Option Plan since June 2013.   Under the Terms and Conditions of the EZ Pay Option Plan customers can change the payment method at any time either by going to Manage My Account at nutrisystem.com or calling ###-###-####.   It is unclear as to why **. ***** has not updated her payment information.    Nutrisystem reserves the right to enforce collection proceedings against **. ***** for any unpaid balances.  

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: ****** *******

8/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted the company a few days ago to request a refund on their product (UPC# ************) that I purchsed for $38.86 at my local retailer, and my case was assigned number **************. The website explains that "if for any reason you wish to return any unopened Nutrisystme non-frozen food item, we'll give you a refund (less shipping), no questions asked." I found this by navigating to "What's your return policy" on ****************************************************. However, Nutrisystem will not honor my request. They claimed that it is not their responsibility since the item was purchased at *******. Since Nutrisystem manufactured the product, I am requesting a refund through Nutrisystem. Nowhere on their return policy does it mention having to take products back to *******.

Desired Settlement: I am requesting a full refund in the amount of $38.86, or I would even be willing to accept a new 5-7 day product.

Business Response:

August 13, 2013

Better Business Bureau

of Metro*Washington *DC and *Eastern Pennsylvania

Attn: **. ****** *********

*1880 John F. Kennedy Blvd., Suite 1330

*Philadelphia,*PA *19103

Re:  **** ********, ID *******

Dear **. *********,

The complaint submitted by **** ******** on August 4, 2013 was received in my office on August 5, 2013 and has been forwarded to me for response. 

Nutrisystem currently offers a 5 Day Weight Loss Kit through the retailer *******.  ******* purchases these kits from Nutrisystem and ******* in turn sells them in their retail stores.  Nutrisystem does not currently make these kits available for sale through its website www.nutrisystem.com.   The return policy that **. ******** viewed on the website does not apply to the kit he purchased from *******.   Since **. ******** purchased the kit from *******, its refund/exchange policy would apply to **. ********’s purchase.  We are sorry that **. ******** was not satisfied with his purchase, but as with most retail purchases, **. ******** will have to return the kit to a ******* location to exchange or return it.   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 ************************** or you may write me at the address set forth above.

Sincerely,

***** ********

                                                                        Senior Corporate Paralegal

Cc: ******* *******

8/24/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 Response:

August 9, 2013

Better Business Bureau

Of Washington DC and Eastern Pennsylvania

Attn: *** ****** *********

*1880 John F. Kennedy Blvd., Suite 1330

*Philadelphia,*PA *19103

Re: ID ******** ******* *******

Dear **. *********,

The complaint filed by **. ******* ******* submitted July 29, 2013, was received in my office on July 31, 2013 and has been forwarded to me for response.

The information that **. ******* provided regarding Nutrisystem’s website is correct.     Nutrisystem currently advertises that customers who purchase the Nutrisystem Auto-Delivery Program receive free shipping in the Continental U.S. only.  While **. *******’s definition of the Continental U.S. includes Alaska, the term “Continental” is defined by the Merriam-Webster dictionary as “being the part of the United States on the North American continent; also: being the part of the United States comprising the lower 48 states.” Nutrisystem does not consider Alaska or Hawaii as part of the Continental U.S.   Residents of these states are not eligible for free shipping at this time because Nutrisystem incurs additional delivery fees from its carries to ship to Alaska and Hawaii.  While we would have charged $49.99 to ship the program to **. *******, it would cost Nutrisystem an average of $68.00-$79.00 to ship the program to **. *******.   Free shipping in the Continental U.S. only is posted online throughout the consumer’s web experience and included in all Nutrisystem advertising.  When a customer places an order the notecard page reflects any shipping charges that the customer incurs.   Attached is a copy of an order page for a customer who orders the 28-Day Auto-Delivery Program from Alaska. 

We are sorry, but we cannot offer free shipping to Alaskan residents at this time.  Nutrisystem will take **. *******’s suggestion to use the term Contiguous United States into consideration.  

 If you have any further questions about this, 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

8/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Nutri system is charging Alaskans for shipping, when it advertises that shipping is free. I called UPS and they stated that it does not cost any more to ship to Alaska than to Seattle, yet Seattle receives their shipping for free. I also spoke to a representative at Nutri System who stated that Alaska mail goes through "Canadadian Customs" and that was why we incurred shipping charges! I was given to a supervisor, who stated the exact same thing, shocking! For such a large company, you would think they would know more about their shipping costs and policies. I informed them that we Alaskans are a part of the continental United States and that it does not cost any more to ship here and they all stated that all their packages go through Canada. They gave me one shipment with free shipping, but all other orders were charged shipping. I discontinued using their products. Is it illegal to charge extra for shipping when it states it is free, when there is no additional charge incurred by them? Someone needs to give Nutri System a lesson in geography! It does cost more to ship to Hawaii and Puerto Rico, but not Alaska. They aer just grouping us all together without checking the facts of what shipping really costs.

Desired Settlement: I want all Alaskan's who have been charged shipping (between $40 and $75 each shipment) to receive a refund. I will be seeking an attorney for a class action suit, but wanted to write to the BBB also.

Business Response:

July 29, 2013

Better Business Bureau

Of Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

*1880 John F. Kennedy Blvd., Suite 1330

*Philadelphia, *PA *19103

Re: ID *******, ******** ** *****

Dear **. *********,

The complaint filed by **. ******** ** ***** submitted July 16, 2013, was received in my office on July 18, 2013 and has been forwarded to me for response.

**. ***** enrolled in the Nutrisystem Auto-Delivery Program on May 3, 2012.   With the current Auto-Delivery Program, shipping is free within the Continental U.S. only.  This information is posted online throughout the consumer’s web experience and included in all Nutrisystem advertising.  In addition, when a customer places an order they receive a confirmation email, which includes shipping charges (if applicable).   Residents of Alaska, Hawaii, Puerto Rico and Canada are not eligible free shipping at this time.  Attached is a copy of an order page for a customer who orders the 28-Day Auto-Delivery Program from Alaska (**. ***** received such a page which was seen by **. ***** prior to her purchase.) 

Residents of Alaska, Hawaii, Puerto Rico and Canada are not eligible for free shipping as Nutrisystem incurs additional delivery fees from its carriers to ship to Alaska, Hawaii, Puerto Rico and Canada.   While **. ***** cites in the complaint that she spoke with someone from UPS, **. *****’ package was delivered by ***** which charges Nutrisystem airfare fees for delivery to Alaska.

**. ***** was shipped her first order on May 3, 2012.   **. ***** was charged a total of $279.94 which included a $49.95 charge for shipping because she lives in Alaska.

On May 17, 2012, **. ***** contacted the Customer Service Department regarding the shipping charge.   In an effort to achieve customer satisfaction, **. ***** was given a $25 coupon towards her next order. 

**. ***** was shipped a second order on May 27, 2012.  **. ***** was charged a total of $254.94 which included the $25.00 coupon and $49.95 charge for shipping.  **. ***** cancelled her Auto-Delivery program on June 27, 2012.

After reviewing the complaint, we are unable to credit **. ***** for shipping charges.  This is our company policy.   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,

                                                                       

                                                                        ***** ********

                                                                        Corporate Paralegal

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: Alaska is on the same continent as the other 48 states!  My point is that you advertise free shipping to the continental US and Alaska is on the continent. Also, it was my error to say UPS, it was ***** that I spoke to who stated that their is no additional expense to ship to Alaska than there is to Seattle.  There is no reason that Nutri-Sysrtem should be charging Alaskans extra shipping,as they do not get charged any more to ship to alaska. I would like them to show me their statements for what they pay to ship to Alaska in comparison to other states on the West coast.  That should settle the argument. 


Regards,

******** *****








Business Response:

August 12, 2013

Better Business Bureau

Of Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

*1880 John F. Kennedy Blvd., Suite 1330

*Philadelphia,*PA *19103

Re: ID *******, ******** ** *****

Dear **. *********,

The response from **. ******** ** ***** was received in my office on August 5, 2013 and has been forwarded to me for response.

We are sorry that **. ***** was not satisfied with the original response from Nutrisystem.   As indicated in my previous response, Nutrisystem currently advertises that customers who purchase the Nutrisystem Auto-Delivery Program receive free shipping in the Continental U.S. only.  While **. *****’ definition of the Continental U.S. includes Alaska, the term “Continental” is defined by the Merriam-Webster dictionary as “being part of the United Sates on the North American continent; also: being the part of the United States comprising the lower 48 states”.   There appears to be varying definitions of the term “Continental U.S.”.    Nutrisystem does not consider Alaska or Hawaii as part of the Continental U.S.  

**. ***** may have spoken to someone at ***** who indicated that there is no additional expense to ship to Alaska, however Nutrisystem does in fact incur additional expenses to ship to Alaska.   Nutrisystem currently charges its customers a flat fee of $49.95 to ship to Alaska.  As indicated in my previous response, **. ***** was charged $49.95 for each of the orders that were shipped to her.   Nutrisystem has contacted its ***** Representative and he has provided Nutrisystem with the actual charges that were made to Nutrisystem for **. ***** orders.  Below is the information that Nutrisystem was provided by

***** Tracking Number

Shipping Cost

***************

$78.10

***************

$68.06

            As you can see from the above chart, Nutrisystem actually undercharged for shipping to **. ***** in Alaska.    Nutrisystem is unable to offer **. ***** a credit for the shipping charges she incurred and cannot offer free shipping to residents of Alaska at this time.  

 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

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Alaska IS "part of the United Sates on the North American continent;"!!!!!!!!! How much clearer can it be??? We are not a foriegn country!  Also, what is the cost of shipping to Seattle for the exact same products?  Because they provided the cost to Alaska, they did not provide if there is a difference to ship to the "lower 48" states."  As I stated earler, I was informed the cost is the same to  ship to Seattle as it is to Alaska.  They did not dis-prove that point.  They pointed out the cost to Alaska, but did not give their costs to ship the same products to Seattle.  I will be doing some checking myself, again, to make absolutely sure the information I received is correct.  I will be obtaining the name of the person at ***** that I speak to and forwarding that information along to Nutri-System via BBB.

 

 
Regards,

******** *****








8/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I joined Nutrisystem with the hopes of losing weight. I canceled the program as I just could not stomach the food, however I still have food. I contacted the company a month later to see if I could exchange it for food I could eat and was informed that since I was no longer a member, they couldn't do it. I was told to just give it away. The representative was very rude and was not polite. If this how you want your customers to be treated please let me know so I can let my friends know not to buy your products.

Desired Settlement: I would like to exchange what I have for something that I can eat.

Business Response:

July 30, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: *** ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re:  ***** *****, ID *******

Dear Sir or Madam,

The complaint submitted by ***** ***** on July 20, 2013 was received in my office on July 22, 2013 and has been forwarded to me for response. 

According to Nutrisystem’s records on February 28, 2013, **. ***** purchased 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 Continental U.S. shipping (if applicable) and the amount of the auto delivery discount they received on their first 28-Day program delivery.  **. ***** was shipped her first order on April 4, 2013. 

On March 28, 2013, **. ***** was sent an email indicating her second order was being shipped to her.

On March 29, 2013, **. ***** contacted Nutrisystem and changed the type of program she was receiving from Women’s Basic to Women’s Basic Vegetarian.  

On April 8, 2013, **. ***** was shipped her second order.

On April 29, 2013, **. ***** contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery Program.   According to Nutrisystem’s records, **. ***** did not indicate that she wanted to exchange any items at this time.     **. *****’s Auto-Delivery Program was cancelled as requested.

Nutrisystem has a 30 day exchange policy in place.   The policy is posted on the Nutrisystem website and included with every order.  Attached is a copy of the policy for your review.  According to Nutrisystem’s records, the last contact that **. ***** had with Nutrisystem was on April 29, 2013.   Nutrisystem has no record of **. ***** contacting Nutrisystem on July 18, 2013 as indicated in her complaint.   **. ***** is no longer eligible to exchange any items as she is beyond the 30 day exchange policy.  However, in an effort to achieve customer satisfaction, Nutrisystem has attempted to contact **. ***** to assist her with her exchanges.  Nutrisystem has been unable to reach **. ***** to date, however the representative that attempted to contact **. ***** has left her telephone number and email address for **. ***** to contact her.

.

If you have any further questions about this, 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:

*************** **************** *******

8/5/2013 Problems with Product/Service
8/4/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called and cancelled my program at nutrisystem ****** and ***** ***** the man said was taken care of about 2 weeks later I get more product and they debited my account over 250.00 so I called all I wanted is a return label to send it back and my money put back into my account and she said no way I have to pay for shipping and clearly I canceled it because mine stopped the lady argued with me that I didn't and they would not be responceable for shipping it back I was and it was there mistake .

Desired Settlement: all I want is a shipping label at their cost ill ship it back as long as its not far from my home and I want all my money put back into my account.

Business Response:

Dear *** *********,

We are currently researching the emails and telephone calls associated with **. ***** and request some additional time to complete this research due to the July 4th holiday.   I will get back to you as soon as I receive the results of the research.

Sincerely,

***** ********

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: I cancelled both orders the same day it was an error on their part and im not accepting fault for that and when I called to explain that the lady was rude and didn't want to hear anything I said so I had to take time out of my day for this my time is important and im not paying to ship it back if it was my fault I would assume responsabilty but I clearly said I want our meaning more than 1 stopped as of today I want my money retured to me and im not paying for shipping.


Regards,

****** *****








Business Response:

July 23, 2013

Better Business Bureau

Of Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

*1880 John F. Kennedy Blvd., Suite 1330

*Philadelphia, *PA*19103

Re:  ****** *****, ID *******

Dear *** *********,

The response from filed by **. ****** ***** was received in my office on July 17, 2013 and has been forwarded to me for response. 

Nutrisystem sent a return label via email to ********************* on July 10, 2013 to return the third order to Nutrisystem.  It is unclear as to why **. ***** rejected Nutrisytem’s response.  Although, Nutrisystem was not informed to cancel **s. ***** order, Nutrisystem is incurring the cost for the return label.    Once the order is returned to Nutrisystem, the appropriate credit will be issued to **s. *****.  

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: ****** *******

7/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The customer service department is lacking. I had cancelled this service, but still received a delivery after I was told I would not. I took the delivery to my nearest delivery center used by the company. They told me I needed a return shipping label which was not included on the package. I tried to call the customer service dept. to have them email a label, but apparently you can only have problems during the weekday as I could not talk with anyone. I then chose to talk with a counselor and was connected to a person. This person was very apologetic as she could not handle my shipping problem. If I wanted counseling about weight loss she would be able to help me, but anything having to do with the business end of the operation would have to wait. I was fed up at this point and paid out of pocket for this incorrect order to be returned. Problems do not only occur on weekdays so Nutrisystem needs to make their call center easier to contact. They are not a consumer friendly company. I will call on the next business day to be sure they refund my credit card for this last shipment and a refund of the return shipping fee will also be asked for.

Desired Settlement: I would need for this latest shipment to be refunded. I would need a refund of the shipping fee that was paid out of pocket. I would like them to revisit their customer service department and rework it to be more consumer friendly.

Business Response:

July 16, 2013

Better Business Bureau

Of Washington DC and Eastern Pennsylvania

Attn: **. ****** *********

*1880 John F. Kennedy Blvd., Suite 1330

*Philadelphia,*PA *19103

Re:  ******* ** ****, ID *******

Dear **. *********,

The complaint filed by **. ******* ** **** submitted July 6, 2013, was received in my office on July 8, 2013 and has been forwarded to me for response. 

According to Nutrisystem’s records, on January 30, 2011 **. **** first 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 ###-###-####.   

On June 30, 2013, **. **** was sent an email indicating her next Auto-Delivery order was being processed for her.   **. **** contacted Nutrisystem on July 1, 2013 and indicated that she wanted to cancel her Auto-Delivery Program.   **. ****’ Auto-Deilvery Program was cancelled at this time.  However the order that was in the process of being shipped to **. **** on July 2, 2013 was not cancelled by the representative that **. **** spoke with in error.   **. **** was shipped her last order on July 2, 2013. 

On Saturday, July 6, 2013, **. **** contacted Nutrisystem about obtaining a return shipping label for the order that she received.   **. **** spoke to a Counselor and was informed that she would need to speak to a Customer Service Representative in order to obtain a return shipping label.   **. **** was informed that Customer Service is available from 8am to 12am EST Monday through Friday.   **. **** asked the Counselor if she returned the package herself would she be reimbursed for the shipping.  The Counselor responded that she was not sure and that she would need to speak to a Customer Service Representative.   **. **** was very upset and disconnected the call shortly thereafter.

The Customer Service Representative that **. **** initially spoke with to cancel her order on July 1, 2013 should have cancelled the order that was in the process of being shipped to **. ****.   Nutrisystem apologizes that this was not done and that no one could assist her with the return of the package when she contacted Nutrisystem on the weekend.    

 Nutrisystem has not received the package that **. **** indicated she returned to date.   If **. **** can provide a copy of the receipt and tracking information for the return Nutrisystem will issue her a credit for the package and the shipping fees that she incurred.   Please have **. **** fax a copy of the receipt and tracking information to ###-###-#### or she can email it to me and I will ensure that a credit is issued to her.  

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: ****** *******

7/7/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I received Nutrisystems on May 4, 2013. I didn't start the diet until June 2, 2013 due to a former plan maintenance and I wanted to make sure that I gave Nutrisystems a chance to do for me what they claim it will do. Today is 6/13/2013 and after faithfully following this program for 11 days I have gained 1.8 pounds! I called customer service and was told that it was too late for a refund, that I had to call them within 14 days of the delivery date. On their advertising it states that after doing the program for at least 14 days if you're not satisfied they will offer a full refund including the price to ship it back. I not only was refused ANY refund I was told that I had to pay an additional $61 for cancelling their auto-ship! I can't believe how unethical they are! Their program really doesn't work for me and they are refusing to refund my money because I tried to give it a true fighting chance.

Desired Settlement: PLEASE refund ALL of the money you've collected from me! I'll gladly return what I've not used, I know this program works for some people but not for me. I followed it to the T, please don't do this to one of your good customers, I really had so much faith in you.

Business Response:

June 24, 2013

Better Business Bureau

of Metro ********* **********Washington ********** **********DC and ********** **********Eastern Pennsylvania

Attn: *** ****** *********

*********** ********************** ************** **** ** ******* ****** ***** **** ********** ******************* *********************** ********** ************ *************** ***************

Re:  ******* **** ********, ID *******

Dear *** *********,

The complaint submitted by *** ******* **** ******** on June 13, 2013 was received in my office on June 13, 2013 and has been forwarded to me for response. 

According to Nutrisystem’s records, on May 2, 2013 *** ******** 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.  *** ******** was shipped her first order on May 3, 2013.  According to FedEx delivery records, the package was delivered to *** ******** on May 4, 2013.

On June 13, 2013, *** ******** contacted Nutrisystem to cancel her Auto-Delivery program.   *** ******** was informed that she would be charged for the discount she received on her first order ($61.50) if she did not accept and pay for her second order under the terms of the Auto-Delivery program.  *** ********’ Auto-Delivery program was cancelled and *** ******** was charged for the discount she received on her first order $61.50. 

*************** **********Nutrisystem has both a 14 Day Money Back Guarantee and a 30 Day Return Policy.  Under the 14 day Money Back Guarantee Nutrisystem clients can try the Nutrisystem program for 14 days and if they are not completely satisfied they can contact Nutrisystem within 14 days of receiving their order and return it for a full refund of their purchase price.   Nutrisystem is also currently paying for our clients’ return shipping charges. Please see the attached information from the Nutrisystem website.   With the 30 day return policy, Nutrisystem customers can return any unopened non-frozen food item within 30 days of receiving their order for a refund (less shipping).  I have enclosed a copy of both the 14 Day Money Back Guarantee and the 30 Day Return Policy.

*** ******** was not eligible for the 14 Day Money Back Guarantee or the 30 Day Return Policy when *** ******** contacted *************** **********Nutrisystem to cancel her Auto-Delivery program on June 13, 2013, which was beyond the 14 day Money Back Guarantee and 30 Day Return Policy.  We are sorry that *** ******** was not satisfied with the program, however Nutrisystem cannot offer *** ******** a refund for the order that she received.  

If you have any further questions about this, 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: *************** **************** *******

6/22/2013 Problems with Product/Service
6/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 arrive

Desired Settlement: monies returned immediately

Business Response:

April 22, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: *** ******* *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ***** ******* *******, ID *******

      

Dear *** **********

The complaint filed by *** ***** ******* ******* submitted April 9, 2013 was received in my office on April 11, 2013 and has been forwarded to me for response.

On February 4, 2013, *** ******* enrolled in the Nutrisystem for Men Auto-Delivery Program.  Customers are automatically shipped their 28-Day order once every four weeks, and charged accordingly, unless they cancel.  Customers are sent multiple emails beginning 3-4 days before their next order is going to be processed to alert them that their next order being shipped to them.  Customers can edit, customize or delay their Auto-Delivery order at any time, simply by calling ************** or visiting nutrisystem.com.   To cancel their Auto-Delivery order at any time, customers must call **************.  *** ******* was sent his first order on February 5, 2013.

On February 23, 2013, *** ******* was sent the first of three (3) emails indicating his second order was being process end shipped to him.   On March 4, 2013, *** ******* was sent his second order.

On March 23, 2013, *** ******* was sent the first or three (3) emails indicating his third order was being process and shipped to him.   On March 29, 2013, *** ******* was shipped his third order.

On March 30, 2013, (the day after *** ******* was shipped his third order), *** *******’s wife contacted Nutrisystem and indicated she wanted to cancel *** *******’s Auto-Delivery Program.  *** *******’s Auto-Delivery Program was cancelled at this time.  **** ******* did not indicate that *** ******* did not want the order that was in transit to him at this time.

On April 2, 2013, **** ******* contacted Nutrisystem and indicated that *** ******* did not want the third order that was delivered to him.   The representative that **** ******* spoke with offered **** ******* different program options that *** ******* could do to continue with the program, but **** ******* declined.  The representative offered to email **** ******* a return address label could return the product, however **** ******* informed the representative that her printer was not working and requested that the label be mailed to her.   The label was mailed to *** ******* on April 2, 2013. 

*** ******* returned his third order on April 12, 2013 and *** ******* was issued a full credit in the amount of $259.99 on April 17, 2013.  *** ******* should see the credit applied to his account within 5-7 business days depending on his financial institution.

*** ******* was fully informed via email that a third order was being shipped to him.   *** *******’s wife did not call to contact Nutrisystem until one (1) day after his third order had been shipped to him and made no mention that *** ******* did not want the order that was in transit to him.   Nutrisystem sent *** ******* his third order in good faith and incurred shipping and handling charges to send the order to *** *******.   When **** ******* contacted Nutrisystem and indicated she wanted to return the third order that was shipped to *** ******* Nutrisystem sent *** ******* a return label.  *** *******’s return label would have been sent to him immediately via email, however his wife indicated that their printer was broken and requested that the label be mailed to him.   As indicated above, *** ******* was issued a full credit in the amount of $259.99 on April 17, 2013 and *** ******* should see the credit applied to his account within 5-7 business days. 

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

* *************** **************** *******

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: nutrasystem sent email saying order couldn't be processed on 3-27-13 it couldn't be precessed because there was no money in account they were called and yes they were told not to sent that order or anymore orders but order was sent anyway and monies deducted from account when called the response was "well you may as well keep it ,you have to buy groceries any way was then informed the package had to be sent back waited 4 days for label waited another 3 days for fedx to pick it up on 4-15-13 called nutrasystem they said they hadn't received package called again was informed package was received two days earlier misled again not until i called was refund submited then was sent a email 2 days later saying refund submited all total it took 3 weeks to receive refund in the mean time incured $70.00 in extra expenses onthe phone they are very rude


Regards,

***** *******








6/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I cancelled our nutrisystem account in February 2013 after learning she had become pregnant. We have been trying to return the excess food since then but have been repeatedly misinformed by the customer service reps. While they stopped her future deliveries, they said it was NOT possible to stop mine, then they refused to give the information necessary to return the food after it arrived. After several months of trying to return the unused, still sealed food, a representative told me she can't do anything now because we are outside the 30 day return window that we hadn't been told existed. We were forced into continuing to receive a product we did NOT want and were prevented from returning that product during the acceptable return window by misleading customer service reps.

Desired Settlement: Accept the return of all the excess food, and refund all except the first months cost.

Business Response:

June 7, 2013

Better Business Bureau

of Metro Washington ****** **************DC and <********* ********">Eastern Pennsylvania

Attn: *** ******* *********

***************** **************** **********1880 John F. Kennedy Blvd., Suite 1330

<********* ********">******* ************Philadelphia, ********** ************ *************** **********19103

Re:  ******** *******, ID *******

Dear ***/****>. *********,

The complaint submitted by *** ******** ******* on May 27, 2013, was received in my office on May 29, 2013 and has been forwarded to me for response. 

According to Nutrisystem’s records on January 19, 2013, *** ******* and his wife enrolled together in the NutriSystem for Auto-Delivery Program through the Nutrisystem website.  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 Continental ******************* ********** shipping (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 *** ******* indicated that he read and accepted the Terms and Conditions when he submitted his order for processing. In addition to the Auto-Delivery discount *** ******* received a discount on both is order and his wife’s order since they enrolled together in the family plan.  *** ******* and his wife were sent their first orders on January 22, 2013.  

On February 11, 2013, *** ******* and his wife contacted Nutrisystem regarding their Auto-Delivery programs.  ***. *******’s Auto-Delivery Program was cancelled at this time because ***. ******* indicated she was pregnant.  Nutrisystem does not have a record of ***. ******* requesting to return any unused food products at this time.  According to Nutrisystem’s records, *** ******* also requested to cancel his Auto-Delivery Program at this time.  *** ******* was offered $25 dollars off his next order and an additional 15% off of his next order if he remained on the program.  According to Nutrisystem’s records, *** ******* accepted this offer and *** ******* was shipped his second order on February 13, 2013.

            *** ******* contacted Nutrisystem on March 7, 2013, and indicated he wanted to cancel his Auto-Delivery program.   *** ******* indicated he had reached his goal and was satisfied with his weight loss.  According to Nutrisystem’s records, *** ******* did not request to return any unused food products at this time.

            On May 27, 2013, *** ******* contacted Nutrisystem and indicated that he wanted to return his order that was shipped to him on February 13, 2013.   *** ******* was informed that Nutrisystem could not accept the order for return as it was beyond the 30 day return policy that Nutrisystem has in place.

            According to Nutrisytem’s records *** ******* did not contact Nutrisystem to return any food products until May 27, 2013, which is more than five (5) months since the original orders were shipped to *** & ***. *******.  Nutrisystem has a 30 day return policy.   This policy is posted on the website and included with every order that is shipped out.   Nutrisystem cannot accept any unused food product from *** or ***. *******.    However, Nutrisystem does have a policy regarding individuals that are ineligible to be on the program.  

 

IMPORTANT HEALTH INFORMATION

People with certain conditions may not use the Nutrisystem® program; these include, but are not limited to people who: (a) are pregnant, (b) are allergic to soy, peanuts, or latex (which is used in food processing), (c) have anorexia or bulimia, (d) have chronic kidney disease, (e) have a condition requiring a gluten-free or ketogenic diet, or (f) are under 14 years of age.

 

            When ***. ******* contacted Nutrisystem and indicated she wanted to cancel the program because she was pregnant the Customer Service Representative should have offered ***. ******* the option to obtain a refund for the program.  According to Nutrisystem’s records, the representative did not.  Therefore, Nutrisystem is issuing a full credit in the amount of $219.99 to *** ******* for the order that was shipped to ***. *******.   *** ******* should see the credit applied to his account within 5-7 business days depending on his financial institution.

            We wish *** ******* continued success with his weight loss goals and we wish *** and ***. ******* all the best with their new baby.

, or by email to *************************, or you may write me at the address set forth above.

Sincerely,

***** ********

                                                                        Senior Corporate Paralegal

Cc:

*************** **************** *******

Consumer Response: 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,

******** *******

6/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 5/20/13 - I called to cancel my purchase under the 14 day guarantee. The customer service rep told me that it would be taken care of and warranted under the guarantee. She sent me the return label to return my left over items. 2 days later, I happen to check my bank account and saw a debit for $82.49. This debit was unauthorized and unnecessary. I contacted the company and they told me they would get it taken care of right away. Its been 4 days and the money is still not back into my bank account as promised. I am also waiting for my $214.99 to be returned for the return of my products (sent via fedex with tracking # ***************. I should receive back a total of $297.48 for the debit that was unauthorized and the $214.99 for the 14 day guarantee.

Desired Settlement: I want my money back, not in the form of a "store credit" either!

Business Response:

June 6, 2013

Better Business Bureau

Of Metro >Washington ********** **********DC and ********** **********Eastern Pennsylvania

Attn: **. ******* *********

*********** ********************** **********1880 John F. Kennedy Blvd., Suite 1330

********** ******************* **********Philadelphia19103

Re: ******** **********, ID *******

      

Dear **. *********,

The complaint filed by **. ******** ********** submitted May 24, 2013 was received in my office on May 29, 2013 and has been forwarded to me for response.

.  According to Nutrisystem’s records, on May 3, 2013 **. ********** 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.  **. ********** was shipped her first order on May 6, 2013.

On May 20, 2013, **. ********** contacted Nutrisystem to cancel her program and requested to return the order she received for a refund.   Nutrisystem is currently offering a 14 day risk free trial.  Our clients can try the Nutrisystem program for 14 days and if they are not completely satisfied they can contact Nutrisystem within 14 days of receiving their order and return it for a full refund of their purchase price.   Nutrisystem is also currently paying for our clients’ return shipping charges.  The customer service representative sent **. ********** a return label and cancelled her Auto-Delivery Program at this time.

On May 22, 2013, **. ********** contacted Nutrisystem and indicated that she had been charged $82.49.   The Customer Service Representative that **. ********** spoke to apologized to **. ********** for the error.  The Customer Service also requested that a refund be issued to **. **********.   **. ********** was issued a credit in the amount of $82.49 on May 23, 2013.

On May 30, 2013, **. **********’s order was returned to Nutrisystem and a full credit in the amount of $214.99 was issued to **. **********.

**. ********** should not have been charged $82.49 when she cancelled the program as she cancelled within the 14 day Money Back Guarantee.  Nutrisystem apologizes for this error.   Nutrisystem issued a credit for the $82.49 the day after **. ********** contacted Nutrisystem regarding the error.  However, depending on **. **********’s banking institution it can take customers 5-7 business days to see credits applied to their accounts.   **. ********** was issued a full credit in the amount $214.99 on May 30, 2013 for the order she returned and she should be in receipt of the credit at this time.  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: *************** **************** *******

Consumer Response: [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 have received all of my money back and am happy with that.  Thank you.

Regards,

******** **********

6/9/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently signed up for (2) nutrisystems 28 day plans and was not given an option on weather or not i wanted to reaccuring serivce every month. I was given a discount when i signed up for the 28day plans and upon cancelation am now being charged for the disconted amount. I feel that this is unethical due in part to the fact i was not given an option to opt. for or aginst the discount.

Desired Settlement: I would like to be reimbursed for the charge i incured for the cancelation.

Business Response:

May 2, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: *** ******* *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: *** ********, ID *******

      

Dear *** **********

The complaint filed by *** *** ******** submitted April 17, 2013 was received in my office on April 24, 2013 and has been forwarded to me for response.

Nutrisystem offers several different options to purchase the Nutrisystem program.  Our customers have the option to purchase a one time order, purchase a la carte items or they can enroll in the Auto-Delivery program.  When our customers enroll in the Nutrisystem Program with Auto-Delivery, customers get an additional 20% discount off the regular 28-Day program price and free shipping within the Continental US provided 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. They are sent an e-mail reminder when their next order is to be shipped. Customers can edit, customize or delay their Auto-Delivery order at any time, simply by calling ************** or visiting nutrisystem.com. To cancel, customers must call ***************  If a customer cancels prior to paying for their second 28-Day program delivery, their payment method is charged for the discount they received on their first 28-Day program delivery. If a customer purchases a one time order they are charged for shipping and they do not receive the discounted price that is provided to Auto-Delivery customers.   

According to Nutrisystem’s records, *** ******** purchased the Women’s Program and the Men’s Program under the Nutrisystem Family Plan (if two individuals within a family purchase the Nutrisystem program together Nutrisystem offers an additional discount to both family members) online on March 25, 2013.   *** ******** chose the Auto-Delivery Option and received the 20% discount and free shipping on both of her orders.  The Terms and Conditions of the Auto-Delivery Program are posted on the website under the Terms and Conditions as well as prior to ordering or providing payment information on the check-out page.  Additionally, the check-out page explicitly reflects the “Auto-Delivery” Discount. *** ******** indicated that she read and accepted the Terms and Conditions when she submitted her orders for processing.  Please see the attached example of what *** ******** saw prior to submitting her orders.   *** ******** was shipped her first orders on March 26, 2013.

On April 15, 2013, *** ******** was sent an email indicating her second orders were being processed for her.

On April 17, 2013, *** ******** contacted Nutrisystem and indicated that she wanted to cancel the Auto-Delivery programs she had.   *** ******** indicated she only wanted one month of food.   *** ******** was informed that she would be charged for the discounts she received on her first orders - $99.60 and $107.40 respectively since she was only purchasing a one-time order.   *** ********’s Auto-Delivery programs were cancelled and *** ******** was charged $99.60 and $107.40.

 

It is unclear as to why *** ******** feels as though she was not given the option to choose whether she wanted the Auto-Delivery Program or not.   As stated above Nutrisystem offers its customers the option to purchase a one-time order, order a la carte or customers can enroll in the Auto-Delivery program.   Attached is a screen shot from the Nutrisystem website which shows the various options available.   *** ******** chose the Auto-Delivery Program and received the Auto-Delivery discount on both of her orders.   *** ******** chose to cancel the Auto-Delivery Program before accepting and paying for her second orders which made her ineligible for the discount she received on her first orders.  *** ******** was correctly charged for the discounts she received on her first orders.   Nutrisystem cannot issue *** ******** a refund for the charges. 

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: ****** *******

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Please note that on the "invoice" for order #********* in the order details section there is a line item for discount $-255.53. There is no indication that the "discount" is for, and certainly nothing explaining that the discount is for auto delivery. The only information available regarding auto delivery is wordy and unclear at best. It is shady business practice to try and get more money with a caveat and its not fair to the consumer, this is just a shady way to make more money off of people who are not satisfied with their product and almost a punishment for canceling unwanted services. A REPUTABLE company would make right by their customers instead of going on the offense and being unwilling to resolve the issue at hand. I hope that a quick resolution is in order and if not i will contest these charges with the credit card company as im sure they will remedy this situation post-haste!

Regards,

*** ********








Business Response:

May 24, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: *** ******* *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: *** ********, ID *******

      

Dear *** *********,

The response from *** ******** was received in my office on May 15, 2013 and has been forwarded to me for response.

Attached is a copy of the invoice that *** ******** referred to in her response.   The invoice lists the total discounts that *** ********* received on her order.  *** ******** received a 20% discount ($107.10) off of the retail price because she enrolled in Auto-Delivery.  *** ********* received an additional $50 off for enrolling with a family member and *** ******** received an additional $98.43 for enrolling in the Select Plan.   The invoice does not reflect the individual discounts that *** ******** received; it reflects a sum total of the discounts she received.  However, as indicated in my previous response the online check-out page explicitly reflects the “Auto-Delivery” Discount.  *** ******** indicated that she read and accepted the Terms and Conditions of the Auto-Delivery Program when she submitted her orders for processing.  In addition, after *** ******** placed her orders she received a welcome email from Nutrisystem clearly indicating she had enrolled in the Auto-Delivery Program.   Please see the attached example of the email *** ******** was sent.   

            It is very clear that *** ******** enrolled in and was made aware that she was enrolled in the Auto-Delivery Program.   However, in the spirit of good consumer relations Nutrisystem has issued a credit in the amount of $107.10 and $99.60 to *** ******** for the charges that were made to her account.  *** ******** should see the credits applied to her account within 7-10 business days depending on her financial institution.

If you have any further questions, please do not hesitate to contact me at ************, or by email t* ************************** or you may write me at the address set forth above.

Sincerely,

***** ********

                                                                        Senior Corporate Paralegal

Cc: ****** *******

6/9/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 ********. I signed up for the plan through the ******** 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 ******** 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

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: Mr. Philip Moskowitz

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ******* **** *******, ID *******

      

Dear *** *********,

The complaint submitted by *** ******* **** ******* on May 17, 2013was received in my office on May 17, 2013 and has been forwarded to me for response.

Nutrisystem does not have an account under the name of ******* **** *******.   Nutrisystem has an account with the contact information that *** ******* provided under the name of **** ******* *** According to Nutrisystem’s records, on April 26, 2013 *** ******* enrolled in the NutriSystem Auto-Delivery Program through a ******** link which directed him to the Nutrisystem website.  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.  In addition, *** ******* received an additional $30 off his first order for enrolling through the ******** link.   The Terms and Conditions of the Auto-Delivery Program are posted on the website where *** ******* enrolled in the program.    *** ******* also indicated that he read and accepted the Terms and Conditions when he submitted his order for processing.  Please see the attached example of what *** ******* saw prior to submitting his order.  The terms and conditions of the Auto-Delivery Program are also printed on the order receipt that was sent to *** *******.   Please see *** *******’s receipt which is attached. *** ******* was shipped his first order on April 26, 2013.

On May 17, 2013 *** ******* was sent an email indicating his next Auto-Delivery order was being processed for him.   *** ******* contacted Nutrisystem on May 17, 2013 and indicated he wanted to cancel his Auto-Delivery Program.  *** ******* indicated he was satisfied with his weight loss.   *** ******* was informed that he would be charged for the discount he received on his first order ($107.10) if he cancelled his Auto-Delivery Program before accepting and paying for his second order.   *** *******’s order was cancelled and he was charged $107.10.

*** ******* was clearly informed through the website and on his order receipt that he enrolled in the Auto-Delivery Program.  However, since *** ******* has indicated that they were not aware they enrolled in the Auto-Delivery Program Nutrisystem has issued *** ******* a refund for the $107.10.  *** ******* should see the credit applied to his account within 5-7 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 *************************, or you may write me at the address set forth above.

Sincerely,

***** ********

                                                                        Senior Corporate Paralegal

Cc: *************** **************** *******

6/2/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Their webpage located at https://www.nutrisystem.com/jsps_hmr/shop/order_now_secure.jsp?categoryId=379 lists the monthy charge for the Men's Select Diabetic meal plan as $279.99 but I was charged $349.99 when I placed my order.

Desired Settlement: Adjust my monthy billed amount to $279.99 for future orders and credit my account $70.00 for the aount billed on initial order.

Business Response:

May 6, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: *** ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: *** ******* ID *******

      

Dear *** *********,

The complaint submitted by *** *** ****** on April 17, 2013 was received in my office on April 24, 2013 and has been forwarded to me for response.

According to Nutrisystem’s records on April 20, 2013, *** ****** enrolled in the NutriSystem Select Auto-Delivery Program  through the Nutrisystem website.  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. *** ****** is also receiving a recurring dollar discount on each of his order plus an additional 5% discount on each additional order he places up to 20%.(Unique telephone numbers and offer codes are assigned to each promotional offer. When a customer enrolls in the program that unique identifier is connected to their order),   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 Continental U.S. shipping (if applicable) and the amount of the auto delivery discount they received on their first 28-Day program delivery.  *** ****** was charged $379.98 for his first order and his first order was shipped to him on April 20, 2013.

I reviewed the webpage (campaign) that *** ****** referenced in his complaint – https://www.nutrisystem.com/jsps_hmr/shop/order_now_secure.jsp?categoryId=379.   This webpage (campaign) is currently offering the Men’s Core D 28-day Auto-Delivery Program for $299.99.   Please see the attached screenshot.   At the time *** ****** placed his initial order the webpage was listing the Men’s Core Diabetic 28-day Auto-Delivery Program for $279.99.   This plan does not include protein shakes or frozen food items.   *** ****** did not purchase the Men’s Core Diabetic 28-day Auto-Delivery Program through this webpage (campaign).    *** ****** purchased the Men’s Select D 28-day Auto-Delivery Program which was being offered for $349.99 at the time.   Please see the attached screenshot.    This program includes protein shakes and frozen products and is offered at a higher price.

If *** ****** would like to switch the programs he is receiving from the Men’s Select D 28-day Auto-Delivery Program to the Men’s Core 28-day Auto-Delivery Program Nutrisystem can assist him in doing that.   However, *** ****** will not receive the protein shakes or frozen food with this program.  

If *** ****** would like to switch programs he can respond to this correspondence and someone from Nutrisystem’s Customer Service Department will contact him to change the program for him.

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: *************** **************** *******

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

The response to my complaint supplied by the Nutrisystem lawyer is filled with inaccurate statements.  The file attachment included with her response is not the same as the attachment I emailed their customer service department.  I've attached a screenshot of the webpage that I signed up on to this email.  It clearly shows the Men's Select D 28-Day Auto-Delivery Program for the price of $279.99.  The $279.99 price reflects a savings of 40% off every order and a chance to lock in last year's price.  The screenshot also clearly shows that the Select plan I choose does include the frozen food.  Their lawyer also stated that the $349.99 plan I was charged included the protein shakes.  I was charged an additional A La Carte price of $51.50 for the Great Shakes 28-Day Sampler in my order.  I never even received the Nutrisystem Shaker container that was supposed to be included for the shakes with my food shipment.

I have no desire or intentions on switching to a lesser meal plan to receive the pricing plan I was promised in the beginning.  Their auto-delivery program discount pricing has a severe penalty for not receiving at least 2 months of food deliveries.  For that reason alone I plan on accepting 2 months of their inflated prices before I immediately cancel my membership with their company.

The Nutrisystem company is operating with a deceptive bait-n-switch pricing policy and should be held accountable to their advertisements.  The price I was being charged did not change in their ordering system until I entered my payment method at the very end of their very lengthy order process.  This last second change resulted with me being overcharged approximately $140.00 during my minimum 2 month contract commitment.


Regards,

*** ******








5/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a long-time customer of NutriSystem. I was on auto fill order. When I opened up my last order, it was for Lunch & Snack only. When I called NurtiSystem, they said I had called them to order this Lunch & Snack order. I never did that. I didn't even know such a Lunch & Snack program even existed. I was on Auto Fill which means I should have received the normal order of Breakfast, Lunch, Dinner, and Snack. This Lunch & Snack package is both expensive and useless when on a diet. They are just trying to make money off of unsuspecting consumers.

Desired Settlement: I need my regular order or a package that contains a month's Breakfast and Dinner meals. NutriSystem needs to change its policy of sending things people didn't order.

Business Response:

April 2, 2013

Better Business Bureau

Of Metro <st1:city w:st="on">Washington <st1:state w:st="on">DC and <st1:place w:st="on">Eastern Pennsylvania

Attn: *** ******* *********

<st1:street w:st="on"><st1:address w:st="on">1880 John F. Kennedy Blvd., Suite 1330

<st1:place w:st="on"><st1:city w:st="on">Philadelphia, <st1:state w:st="on">PA <st1:postalcode w:st="on">19103

Re: ***** ****, ID *******

      

Dear *** *********,

The complaint filed by *** ***** **** submitted March 21, 2013 was received in my office on March 22, 2013 and has been forwarded to me for response.

*** **** has been a long time customer of Nutrisystem.   According to Nutrisystem’s records *** **** has been on the Nutrisystem Auto-Delivery Program intermittently since 2006.   *** **** was most recently enrolled in the Nutrisystem Auto-Delivery Program in 2012.

On February 23, 2012, *** **** enrolled in the Nutrisystem Auto-Delivery Program through the Nutrisystem website.   *** **** was shipped his first order on February 23, 2012.   According to Nutrisystem’s records, *** **** contacted Nutrisystem on February 28, 2012 and indicated that the program was too costly to continue and he wanted to cancel the program.  The Customer Service Representative that *** **** spoke with explained all of the program options to *** **** and he agreed to remain on the program.  Later that day *** **** switched the package he was to receive through the Nutrisystem website from the Men’s Success to the Men’s Just Lunch and Snack Success Program.  

On March 19, 2012, *** **** was sent an email indicating that his next order was being processed for him.   On March 24, 2012, *** **** was sent his order which included the Men’s Just Lunch and Snack Success Program.   On April 12, 2012, *** **** contacted Nutrisystem and cancelled his Auto-Delivery Program.   *** **** did not indicate that he was not satisfied with the order that he received at this time, nor did he request to return the order.  

On March 21, 2013 (almost one (1) year later), *** **** contacted Nutrisystem and indicated that the order that he received was incomplete and did not include the breakfast and dinner items.   The Customer Service Representative that *** **** spoke with tried to explain to *** **** that he had changed his package online to just lunches and snacks.   *** **** was ultimately transferred to a supervisor who tried to explain to *** **** that the order he was referencing was from a year ago and the order included just lunches and snacks because *** **** changed the package online back on February 28, 2012.  

We are sorry that *** **** was not satisfied with the order he received in March 2012.    Nutrisystem cannot accept the order for return since it has been over a year since *** **** received the order.   However, Nutrisystem values its customers and has applied a $25 coupon to *** ****’s account that he can use towards a future purchase if he so chooses.  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 *************************, or you may write me at the address set forth above.

Sincerely,

***** ********

                                                                        Senior Corporate Paralegal

Cc: *************** **************** *******

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: I never switched my package to receive the Men's Just Lunch and Snack program. I never heard of that program. 

 "Later that day *** **** switched the package he was to receive through the Nutrisystem website from the Men’s Success to the Men’s Just Lunch and Snack Success Program." This is totally bogus and an attempt to push a package that no one in their right mind would want.    


Regards,

***** ****








Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because I never changed online to the Men's Just Lunch program. NutriSystem never informed me that they were changing my order to the Men's Just Lunch Program. If they had, i certainly would have protested. 

When I received the Just Lunch Package, it looked like a normal shipment of food to me. It was only when I tried to find the Breakfast and Supper entrees that I realized it was different and incomplete. 
I am not asking to return the order. I just want the Breakfast and Supper items I paid for.


Regards,

***** ****








Business Response:

May 9, 2013

Better Business Bureau

Of Metro ********* ******************** ********** ************ *** ********** ***************** ************

Attn: *** ******* *********

*********** ********************** ************** **** ** ******* ****** ***** **** ********** ******************* *********************** ********** ************ *************** ***************

Re: ***** ****, ID *******

      

Dear *** *********,

The additional response filed by *** ***** **** was received in my office on April 29, 2013 and has been forwarded to me for response.

It is clear that *** **** did not intentionally change the program that he ordered to the Men’s Just Lunch Program, however it was changed online through his profile.   Nutrisystem did not change the program that *** **** ordered.   Below is an excerpt from *** ****’s account profile.   It clearly indicates that the program *** **** was receiving was changed through the online system.   If the profile was changed by a Nutrisystem associate, a personal name would be indicated next to the change.  

02/28/2012
11:38 AM

Autoship Package Switched from (Men's Success) to (Men's Just Lunch & Snack Success) by WWW

 SYSTEM

Attached is a copy of the order form from *** ****’s order dated March 19, 2012 when he received the Men’s Just Lunch Program.   *** **** paid $149.99 for the order.   He did not pay for breakfast and dinner items.   The regular price for the Men’s Success Program which included breakfast, lunch, dinner and snack items at the time *** **** received his order in March 2012 was $299.99.  Attached is a copy of *** ****’s previous order, dated February 23, 2012, where he received breakfast, lunch, dinner and snack items for comparison.

Nutrisystem cannot send *** **** breakfast and dinner items because he never paid for breakfast or dinner items.   However, as indicated in my previous response, Nutrisystem has issued *** **** a $25 coupon which he can use to purchase additional breakfast and dinner items if he so chooses. 

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: *************** **************** *******

5/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had to cancel the auto-shipment on the program because for one, it was not working, and for another, I did not have the money to spend on it. They charged the cancellation fee to a credit card that I did not have on file with them any more. I had another card on file and I asked them if they could send me a bill and I would send them a check or money order. They charged a card that I did not have on file because I am no longer authorized to use it. I asked them why it was charged and they keep giving me the run around. I just want to know why the charge was put on a card that is no longer on file with them.

Desired Settlement: I would like them to refund the card that they took the cancellation fee out of that they were not authorized to and send a bill or I can send in a check or money order. I have all of the e-mails between us where they are dodging the question and will not say why they charged a card that is not on file with them.

Business Response:

May 2, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: *** ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ***** ***** ****, ID *******

      

Dear *** *********,

The complaint submitted by *** ***** ***** **** on April 17, 2013 was received in my office on April 24, 2013 and has been forwarded to me for response.

According to Nutrisystem’s records on August 7, 2013, *** **** enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website.  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 1-800-338-8446.  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 under the Terms and Conditions as well as prior to ordering or providing payment information on the check-out page.  Additionally, the check-out page explicitly reflects the “Auto-Delivery” Discount.  *** **** indicated that he 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 August 7, 2012.

Nutrisystem offers the option to its customers to delay their Auto-Delivery Program if they so choose.  *** **** delayed her second Auto-Delivery order until March 22, 2013.

On March 22, 2013, Nutrisystem received an email from *** **** indicating that she wanted to cancel the program.  *** **** indicated in her email that she knew that she would have to pay some money to cancel, but she needed to cancel.  *** **** indicating she didn’t have any funds on the **** she used to pay for the program because it was maxed out.   *** **** asked if Nutrisystem could send her a paper bill.

Nutrisystem responded via telephone on March 26, 2013.  A message was left for *** **** on March 26, 2013 indicating that Nutrisystem could not send her a paper bill.

On March 28, 3013, *** **** emailed Nutrisystem and indicated that she had received the voicemail from Nutrisystem and she indicated that she wanted to cancel the program because she could not afford another month.   *** ****’s Auto-Delivery Program was cancelled and *** ****’s payment method was charged $99.99 for the discount she received on her first order.

The payment method that *** **** had on file with Nutrisystem was charged for the discount she received on her first order.   *** **** agreed to these Terms and Conditions when she enrolled in the Auto-Delivery Program.  Nutrisystem has no record of *** **** ever changing the payment method that Nutrisystem has on file for her.  *** **** was informed that Nutrisystem could not send her a paper bill for the charges. 

It is not standard practice for Nutrisystem to accept a check from a client to pay for charges already incurred, however in an effort to resolve this complaint Nutrisystem will accept a check from *** **** to pay for the charges on her account.   Once Nutrisystem receives the check Nutrisystem will issue a credit to the credit card that Nutrisystem has on file for *** ****.   Nutrisystem attempted to contact *** **** regarding this matter on May 1, 2013, but has been unable to reach *** ****.   Please have *** **** contact ***** ******* at ************** ***** regarding this matter.

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:

*************** **************** *******

5/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After repeatedly receiving the wrong shipment of food from Nutrisystem, and being treated very rudely by customer service, I decided to cancel my subscription. Per Nutrisystem's company policy, if you are unsatisfied with the product, you may return it for a full refund. After the first incorrect shipment of food was delivered to my home, the company sent me a Fed Ex return label that I was to use to send the package back to Nutrisystem. Upon receipt of that package, Nutrisystem sent me another package of food which was, yet again, incorrect. At this point I canceled my order and requested my credit card be refunded the approximately $250 I had spent. I was assured that all I had to do was use the same procedure to send back this second package and my credit card would be refunded. After a reasonable amount of time, I contacted their customer service yet again because my credit card had not yet been refunded. I was told they never received my package. I then spoke to Fed Ex, who was able to provide me with a detailed listing of exactly when my package was delivered and signed for by Nutrisystem. This occured on April 29th at 12:29 pm, yet as of today, May 6, Nutrisystem is claiming that they never received the package and have yet to refund my credit card.

Desired Settlement: I am appalled by the customer service and business practices at Nutrisystem, and would like my credit card refunded the complete amount as soon as possible. I would also like an apology for the way in which I have been treated by the company. I have never filed a complaint with the Better Business Bureau before, but feel it is important that people know what they are getting into if they choose to use Nutrisystem. I deserve a full refund and an apology, and Nutrisystem deserves a reality check as to how to properly and honestly run a business.

Business Response:

May 15, 2013

Better Business Bureau of

Metro ********* **********Washington ********** **********DC and ********** **********Eastern Pennsylvania

Attn: *** ******* *********

*********** ********************** ********************* ********************** ************** **** ** ******* ****** ***** **** ********** ******************* *********************** ********** ************ *************** ***************

Re:  ***** ******, ID *******

Dear Mr. Moskowitz,

The complaint filed by *** ***** ****** submitted May 6, 2013, was received in my office on May 8, 2012 and has been forwarded to me for response. 

According to Nutrisystem’s records, *** ****** enrolled online in the Nutrisystem Program for Women with Auto-Delivery on April 12, 2013.  When our customer’s enroll online they can choose from three different menu options.  Nutrisystem offers a Favorites Menu option where our customers can choose a pre-selected assortment of our most popular menu items, they can choose the Customized Ready-to-Go Menu Option where are customers can handpick the individual ready to go meal items they receive or they can choose the Customized-Frozen Menu option for an additional charge to handpick the individual fresh frozen meal items they receive.   According to Nutrisystem’s records *** ****** chose the Favorites Menu option and her order was shipped to her on April 12, 2012. 

On April 16, 2013, *** ****** contacted Nutrisystem and indicated that she believed that she had been shipped the wrong order.   *** ****** indicated that she had placed her order online and then had gone online to customize her order.   The Customer Service Representative reviewed *** ******’s account and informed *** ****** that she had ordered the Favorites Menu Option for her first order.  The Customer Service Representative tried to explain to *** ****** that went she went back into her account online she had in fact customized her second order, not her first order.  *** ****** was informed that she was sent the correct order based on the original order she placed.  As a courtesy, the Customer Service Representative offered to send out replacement items to her.   *** ****** was transferred to a supervisor who sent *** ****** a return label to return the first order.  *** ****** was her second order, which she customized herself online at this time (with no charge to *** ******). 

On April 23, 2013, *** ****** contacted Nutrisystem and indicated that the second order (which *** ****** customized online) that she received was incorrect.  *** ****** also requested to cancel her Auto-Delivery and return the second order at this time.   The Customer Service Representative that *** ****** spoke with cancelled her Auto-Delivery Program and issued *** ****** a return label to return the second order to Nutrisystem. 

On May 6, 2013, *** ****** sent an email to Nutrisystem regarding her refund.   Nutrisystem did not have a record of receiving *** ******’s second package and requested that *** ****** provide the tracking number for the return package.  *** ****** provided the tracking information and *** ****** was issued a full credit in the amount of $244.99 on May 10, 2013. 

Nutrisystem strives to promote good customer relations and is sorry that *** ****** was not satisfied with the service or products she received.   As indicated above *** ****** was issued a full credit in the amount of $244.99 on May 10, 2013.   Depending on *** ******’s financial institution she should see the credit applied to her account within 5-7 business days.   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: *************** **********Denise Bergner

Consumer Response: [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,

***** ******

5/10/2013 Problems with Product/Service
5/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 Response:

April 26, 2013

Better Business Bureau

Of Metro ********* ******************** ********** ************ *** ********** **********Eastern Pennsylvania

Attn: *** ******* *********

*********** ********************** ********************* ********************** ************** **** ** ******* ****** ***** **** ********** ******************* *********************** ********** ************ *************** ***************

Re: ******** ** ******, ID *******

      

Dear *** **********

The complaint filed by *** ******** ** ******* submitted April 15, 2013 was received in my office on April 16, 2013and has been forwarded to me for response.

According to Nutrisystem’s records on January 29, 2013, *** ****** purchased the Nutrisystem Auto-Delivery Program via telephone.  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 ***************. 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 Continental U.S. shipping (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 were explained to ****** when she purchased the Auto-Delivery Program.   *** ****** was shipped her first order on January 31, 2013.

On February 16, 2013, *** ****** contacted Nutrisystem and indicated she wanted to cancel her program because of issues she was having with the website.   The Customer Service Representative that *** ****** spoke with applied a $25.00 coupon to her account and *** ****** agreed to maintain her Auto-Delivery program. 

*** ****** was sent her second order on February 28, 2013.

On March 12, 2013, *** ****** contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery Program because she was not satisfied with her weight loss results.   *** ****** inquired about returning some of the unused food products for a refund. *** ****** was informed of the 30 day Return Policy, advised to maintain tracking information for the return and *** ****** was informed that frozen food could not be returned for a refund.

On March 29, 2013, *** ******’s order was inventoried in one of Nutrisystem’s warehouses.  *** ****** returned 8 breakfast products, 9 lunches, 8 dinners and 7 desserts and was issued a credit $6.35.

*** ****** contacted Nutrisystem on three (3) occasions regarding the credit for her return.   After *** ****** contacted Nutrisystem on April 9, 2013 *** ****** was issued an additional credit of $38.04 after it was determined that the credit she received initially was incorrect.   *** ****** was issued a total credit of $44.39 for the products she returned.

On April 15, 2013, *** ****** contacted Nutrisystem and indicated that she wanted credit for the frozen food that was shipped to her.   *** ******’s call was transferred to a supervisor.   *** ****** indicated to the supervisor that she was not told to return the frozen food.   The supervisor that *** ****** spoke with tried to explain to *** ****** that the frozen food was not returnable and non-refundable once received.    *** ****** indicated that she was informed by the customer service representative that she spoke with to return the products that she would be issued a refund of 80% of her total order.   The supervisor offered to review the call when *** ****** called to return the food products (Nutrisystem records all calls for quality assurance purposes).    The supervisor reviewed the call and informed *** ****** that at no time was *** ****** informed that she would receive a refund of 80% of her order.

The Nutrisystem Diabetic Program meets the nutritional guidelines of the American Diabetes Association.   The plan includes 100 diabetic friendly products which are contain the right balance of carbohydrates protein and fat so that diabetics can lose weight and control their blood glucose.   *** ****** was not informed at any time that she would be issued a refund for 80% of her total order.   *** ****** was informed that the frozen food items were not returnable/not refundable when she called to cancel her Auto-Delivery Program.  However, as *** ****** was not satisfied with the program and Nutrisystem cannot accept the frozen food items Nutrisystem has issued *** ****** an additional credit for $81.76 for the frozen items.  *** ****** should see the credit applied to her account within 5-7 business days.  *** ****** is free to keep the frozen items.  

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: *************** **************** *******

Consumer Response: [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,

******** ******

4/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 Response:

April 18, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: *** ****** *********

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: ***** *********, ID *******

      

Dear *** *********,

The complaint submitted by *** ***** ********* on April 7, 2013 was received in my office on April 11, 2013 and has been forwarded to me for response.

According to Nutrisystem’s records on April 14, 2013, *** ********* enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website.  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 Continental U.S. shipping (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.  *** ********* indicated that he read and accepted the Terms and Conditions when he submitted his order for processing.  Please see the attached example of what *** ********* saw prior to submitting his order.  *** ********* was shipped his first order on March 15, 2013.

On April 7, 2013, *** ********* contacted Nutrisystem and indicated that he wanted to cancel his Auto-Delivery Program.   *** ********* was informed that he would be charged for the discount he received on his first order ($87.75) and shipping ($19.95) for a total of $107.10 if he did not accept and pay for his second order as per the Terms and Conditions of the Auto-delivery Program.  *** *********’s Auto-Delivery Program was cancelled and *** ********* was charged $107.10. 

*** ********* indicated that he read and accepted the terms and conditions of the Auto-Delivery Program when he placed his order.  In addition, Nutrisystem’s Return and Cancellation Policies are clearly posted online as well as included with every order.  Nutrisystem was entitled to charge *** ********* for the discount he received on his first order.  However, as *** ********* has indicated that he was not aware that he enrolled in the Auto-Delivery Program, Nutrisystem has issued *** ********* a credit in the amount of $107.10.   *** ********* should see the credit applied to his account within 5-7 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 *************************, or you may write me at the address set forth above.

Sincerely,

***** ********

                                                                        Senior Corporate Paralegal

Cc: *************** **************** *******

Consumer Response: [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,

***** *********

4/21/2013 Advertising/Sales Issues
3/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They keep bombarding me with emails and mail even though I have unsubscribed.

Desired Settlement: No further contact.

Business Response:

March 22, 2013

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: *** ****** *********

**** **** ** ******* ****** ***** **** ************* ** *****

Re: ***** ********** ** *******

Dear *** *********:

The complaint filed by *** ***** *********, submitted March 6, 2013 was received in my office on March 11, 2013 and has been forwarded to me for response.

            After reviewing *** *********’s complaint I reviewed our customer files to determine if there was a listing for *** ********* or her email address ******************.  *** ********* set up a profile with Nutrisystem with the above referenced email address on January 26, 2013.   According to Nutrisystem’s records, *** ********* contacted Nutrisystem via telephone on February 6, 2013 to remove her email address from Nutrisystem’s database.    After researching her email address, I found that *** *********’s information was not entirely removed from all of our media channels and databases. We apologize for this error. 

As *** ********* has indicated that she no longer wants to be contacted by Nutrisystem, all channels and the related databases have now been scrubbed and her information is now removed.   

We apologize to *** ********* for any inconvenience this has caused her, please be assured that she will not be receiving any further correspondence from Nutrisystem.

  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,

                                                                       

***** ******** ****** ********* *********

Consumer Response: [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,

***** *********

3/19/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I talked to someone at NutriSystem phone number ************** to cancel being signed up for this program. He told me because I signed up for the discount program which included free shipping plus $142.46 off the original price of $412.45, the discount program included another order being shipped after the initial order, which was about $199.95 for another 28 days. This order did not include dinners. He stated they are therefore able to charge $82.40 for me canceling the program before accepting another order. I did get a confirmation number from him showing I canceled the program as of February 4, 2013. It is ********. I dispute this additional charge as this information was not presented to me when I initially called their website program number on January 13, 2013 to sign up for a 28 day order. I was charged a total of $269.99 on my credit card. I asked the representative if I could cancel if I did not want to continue the program. She stated no problem; just be sure and cancel before the next autodelivery date scheduled to process on 2/8/13. She never mentioned an extra $82.40 would be charged to my credit card for canceling the program. This is misleading advertising of their program and I am not responsible for another $82.40 being charged to my account.

Desired Settlement: That the charge of $82.40 be rescinded.

Business Response:

March 8, 2013

 

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn:

*** ****** ********* **** **** ** ******* ****** ***** **** ************* ** *****

 

Re: ****** ** ******** ** *******

      

Dear *** **********

 

The complaint submitted by *** ****** ** ******* submitted on February 25, 2013 was received in my office on February 27, 2013 and has been forwarded to me for response.

 

Nutrisystem has no record of a customer by the name of ****** ** ******* with the contact information listed on the complaint.   Nutrisystem does have a record of a customer by the name of ******* ******* with the same contact information as listed on the complaint.   It is unclear as to if ****** ******* was enrolled in this program by someone else in her family or if ****** and ******* ******* are one in the same person.  According to Nutrisystem’s records, on January 14, 2013, *** ******* ******* enrolled in the NutriSystem for Women Auto-Delivery Program via telephone.   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 Continental U.S. shipping (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 *** ******* ******* should have been informed of the terms and conditions when she placed her order.   *** ******* ******* was shipped her first order on January 14, 2013.

 

On February 4, 2013, *** ******* ******* was sent an email indicating her second order was being processed for her.   *** ******* contacted Nutrisystem on February 4, 2013 and indicated she wanted to cancel the Auto-Delivery Program (it is unclear if this was ******* or ****** *******).   *** ******* was informed that she would be charged for the discount she received on her first order ($82.49) if she did not accept and pay for her second order under the terms of the Auto-Delivery program.   *** ******* cancelled her order on February 4, 2012 and she was charged $82.49.

 

Nutrisystem customer service representatives are required to inform all customers of the charges associated with cancelling the Auto-Delivery Program before accepting and paying for the second order.  This information is also posted on the Nutrisystem website.   Nutrisystem records all calls for quality assurance purposes and attempted to retrieve the call when *** ******* placed her initial order.   Unfortunately, do to technical issues, Nutrisystem was unable to retrieve the call.   Since Nutrisystem was unable to verify that *** ******* was informed of the charges associated with cancelling her Auto-Delivery Program, Nutrisystem has issued *** ******* a credit in the amount of $82.49.   *** ******* should see the credit applied to her account within 3-5 business days depending on her financial institution.   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,

 

 

***** ******** ****** ********* *********

Cc: ****** *******

 

3/18/2013 Billing/Collection Issues
3/18/2013 Billing/Collection Issues
3/9/2013 Advertising/Sales Issues
3/3/2013 Billing/Collection Issues
3/3/2013 Problems with Product/Service
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2/24/2013 Billing/Collection Issues
2/19/2013 Advertising/Sales Issues
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1/26/2013 Billing/Collection Issues
1/16/2013 Billing/Collection Issues
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12/6/2012 Billing/Collection Issues
11/26/2012 Problems with Product/Service
11/26/2012 Problems with Product/Service
10/28/2012 Billing/Collection Issues
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10/16/2012 Billing/Collection Issues
10/13/2012 Advertising/Sales Issues
10/12/2012 Advertising/Sales Issues
10/2/2012 Problems with Product/Service
9/24/2012 Advertising/Sales Issues
9/17/2012 Billing/Collection Issues
9/8/2012 Advertising/Sales Issues
9/5/2012 Problems with Product/Service
8/29/2012 Problems with Product/Service
8/27/2012 Billing/Collection Issues
8/20/2012 Advertising/Sales Issues
8/20/2012 Problems with Product/Service
8/19/2012 Problems with Product/Service
8/16/2012 Problems with Product/Service
8/14/2012 Billing/Collection Issues
8/4/2012 Problems with Product/Service
7/29/2012 Billing/Collection Issues
7/27/2012 Billing/Collection Issues
7/27/2012 Problems with Product/Service
7/17/2012 Problems with Product/Service
7/12/2012 Problems with Product/Service
7/7/2012 Billing/Collection Issues
7/7/2012 Billing/Collection Issues
6/30/2012 Billing/Collection Issues
6/30/2012 Problems with Product/Service
6/20/2012 Billing/Collection Issues
6/15/2012 Guarantee/Warranty Issues
6/8/2012 Problems with Product/Service
6/8/2012 Billing/Collection Issues
6/8/2012 Advertising/Sales Issues
6/6/2012 Billing/Collection Issues
6/1/2012 Billing/Collection Issues
5/29/2012 Delivery Issues
5/7/2012 Problems with Product/Service