Complaints

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

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  Nutrisystem, Inc.

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

  
• 

  Nutrisystem, Inc.

  58 Portland Rd Kennebunk, ME 04043

• 

  Nutrisystem, Inc.

  70 Green St Fairhaven, MA 02719-2840

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  Nutrisystem, Inc.

  1807 Cherry Rd Rock Hill, SC 29732-2600

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  Nutrisystem, Inc.

  5033 South Blvd Ste L Charlotte, NC 28217-2715

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

• Initial Complaint

  Date:06/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2025, I began taking the appropriate steps towards weight loss. One of those choices was to begin the plan on Nutrisystem. It was very expensive, but I thought it would be worth it I received my food for the month, and it was quite frankly, a bunch of processed garbage. Ive already accepted that the money spent is wasted, however in order to cancel your membership, you are required to call. There is no other way to do so. Fine, but when you call NO ONE answers and Ive been on hold for up to 3 hours before I hung up. They continue trying to take money from my account, despite me deleting my card info from the site. This has been going on for a month and I have had zero communication from them. I feel like a hostage.

  Business Response

  Date: 07/03/2025

  The customer signed up online on 5/30/2025, taking the auto delivery option when signing up.  We sincerely apologize the customer had difficulty contacting customer service.  We temporarily had unusually high call volumes causing longer than usual wait times; however, we are also always available via email and chat to accept cancellations.  Per the customers request we have cancelled the auto-delivery as of 7/2/2025.  We have also cancelled the 6/25/2025 order that was pending.  The customer disabled their Club Advantage subscription renewal online on 6/2/2025, but the customer can continue to enjoy Club Advantage benefits until 11/29/2025 at no cost. As of today the customers subscription has been cancelled indefinitely and will incur no further charges.  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to contact customer service any time with additional questions. 
  

• Initial Complaint

  Date:06/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nutrisystem will not let you cancel a plan online and when you call customer service no one will answer so you cant cancel. When I finally contacted a customer service representative, they tried to tell me I would be charged a $125 fee for cancelling a new plan, despite the fact that I was on the exact same plan in the past and was never told it would be considered a new plan and was never told there would be a $125 fee to cancel. This is a horrible predatory company who will do whatever they can to prevent you from cancelling.

  Business Response

  Date: 07/03/2025

  The customer signed up online on 6/6/2025 taking the auto delivery option when signing up.  All aspects of the Program are disclosed on the checkout page including the early cancellation fee.  The customer chatted with customer service on 6/27/2025 to cancel the Program.  As of 6/27/2025 the customers account has been cancelled indefinitely, and no further orders will be shipped out.   The customer cancelled after only receiving one shipment, therefore, per the terms of the Program disclosed via a required checkbox at checkout, the customer was charged the early cancellation fee.  The customer was again advised of this on the chat. We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions
  

  Customer Answer

  Date: 07/03/2025

  [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 as Answered]
  
   Complaint: 23528452
  
  I am rejecting this response because: The disclosure states If you cancel any auto-delivery program using the Monthly Payment Option, after the first 7 days and prior to paying for your second shipment, your payment method will credit Nutrisystem $125 for the auto-delivery discount received on your first shipment. First shipment and second shipment are not defined. This order should not have been considered my first shipment as one would reasonably interpret that as the first time you order something and receive a shipment from nutrisystem. I had previously received shipments under the same plan in prior years. It was also literally impossible to connect with someone on the phone to cancel my plan despite their cancellation policy stating the only way to cancel is via phone (it mentions absolutely nothing about an online cancellation option). Cancellation FAQ: **************************************************************************************************

   I sat on the phone in hold for 20+ minutes without ever speaking to w customer service *** to cancel my plan. I tried the online chat by chance since the cancellation FAQ said it must be cancelled by phone, and even that took forever to get someone. The online FAQ for cancelling orders also provides instructions to call and press option 1 then 4, but those options to press a number dont even exist and you have to speak a response. They purposefully make it nearly impossible to cancel by providing a customer service phone number with incorrect instructions and  purposefully do not answer to prevent people from cancelling their orders.
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/08/2025

  We have provided all information regarding this matter in our initial response.   The customer re-signed up for auto-delivery and cancelled after only receiving one shipment on auto-delivery, therefore, per the terms of the Program disclosed via a required checkbox at checkout, the customer was charged the early cancellation fee.  The customer was again advised of this on the chat.  We consider this matter closed and wish the customer all the best.
  
  

• Initial Complaint

  Date:06/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Will ******* has received 2 boxes of Nutrisystem meals, shipped to our home. The address was ours. I chalked the first one up to a mistake. Then the second box arrived.Will is my 14 year old son. He is very skinny. He does not eat ***** ***** meal replacements. I called NS last week and they told me the person who is expecting their meals always calls when they don't get a box, so just eat it or ***** it. I chucked it. I just checked my credit card statement and have been charged $179.98 three times. I want a full refund, and I want to stop receiving boxes on my front porch.

  Business Response

  Date: 07/02/2025

  An online order was placed on 5/29/2025, on auto-delivery with a ********* Advantage 6-month subscription.  The order delivered on 6/6/2025 at 7:10PM. Since then, two more orders fulfilled and shipped/delivered to the same address.  The customer called customer service on 6/27/2025 to cancel the auto-delivery stating there was fraudulent use of his credit card.  The agent cancelled the auto-delivery, disabled the Club Advantage benefits, and advised the customer to contact her bank regarding the charge.  On 6/27/2025, the customer subsequently called in again, regarding receiving a refund for the orders.  The agent gave misinformation on the refunds; the agent has since been retrained.  If a consumer believes there is fraudulent use of their credit/debit card, they should communicate with their credit/debit card company.   Consumers may also notify their local law enforcement. For any information requests concerning credit/debit card fraud, such request must come through law enforcement, for which the information can be released only to them.  Requests may be forwarded directly to ************************************************************** on applicable letterhead.  We trust that this explanation provides a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions.
  

• Initial Complaint

  Date:06/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to cancel my membership with Nutrisystem after two weeks into the first month. The cost $400 plus ever month is more than I can afford, and I certainly cant afford the cancellation fee $125

  Business Response

  Date: 06/30/2025

  The customer signed up online on 6/7/2025 taking the auto delivery option when signing up.  All aspects of the Program are disclosed on the checkout page including the early cancellation fee.  The customer chatted with customer service on 6/25/2025 to cancel the Program.  As of 6/25/2025 the customers account has been cancelled indefinitely, and no further orders will be shipped out.   The customer cancelled after only receiving one shipment, therefore, per the terms of the Program, the customer was charged the early cancellation fee.  The customer had been advised of this on the chat. We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

• Initial Complaint

  Date:06/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/2/25 received perishable package from "warehouse" ******, **, sender unidentified.Contents contained compromised bag of dry ice, gassed off into my face, foodstuffs thawed.Products marked Nutrisystem I have never ordered from ANY diet food company, I am not overweight.Was advised to check my credit card, I only have one: *********** which showed a 5/1/25 charge.Contacted *********** at 8:45 PM PDST on 5/2/25 (recorded conversation); they cancelled my card, began an investigation, opened a new account and stayed the charge of $139.98.Numerous, unsuccessful attempts to contact Nutrisystem customer service. Their automated options didn't apply to my circumstances. Eventually, one of the calls resulted in the option for a callback, which I accepted, waited 5 hours, never received a call. Still haven't received a call.Recently received conflicting letters dated 5/16/25 from ***********, one suggesting the merchant would be allowed to resubmit the claim; another suggesting I had benefitted from the transaction. I DID NOT PLACE THE ORDER. I WAS NOT GIVEN THE OPPORTUNITY TO CORRECT THE PROBLEM WITH NUTRISYSTEM. I CERTAINLY DID NOT BENEFIT FROM THE SPOILED FOOD.I have just received a new statement from *********** with my new account number rebilling me for this unsolicited merchandise.... while still waiting to receive my new credit card!Apparently the only entities "benefitting" from this transaction will be Nutrisystem if they collect the fee, AND *********** collecting their servicing fee from Nutrisystem.

  Business Response

  Date: 07/03/2025

  An online order was placed on 4/30/2025, for the High Protein Plan 2-week option on auto-delivery with a ********* Advantage 6-month subscription.  The order delivered on 5/2/2025 at 11:27AM.  The Auto-delivery has since been cancelled as of 5/12/2025 and the Club Advantage benefits were disabled.  If a consumer believes there is fraudulent use of their credit/debit card, they should communicate with their credit/debit card company.   Consumers may also notify their local law enforcement. For any information requests concerning credit/debit card fraud, such request must come through law enforcement, for which the information can be released only to them.  Requests may be forwarded directly to ************************************************************** on applicable letterhead.  We trust that this explanation provides a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions.
  

  Customer Answer

  Date: 07/03/2025

  Totally unsatisfactory "response" from Nutrisystem.  NO offer to reverse charges.  No explanation as to timing of 5/12/25 "cancellation" of continuing order, especially since I was never able to discuss unique problems with a live person.  NO acknowledgement as to disgraceful customer service response (or lack thereof).  No apology for delivery of compromised product, even though, as far as I am concerned, no great loss as I certainly didn't want, nor would I eat their product anyway.  Nutrisystem's response doesn't generate confidence they have any intention of resolving THEIR inadequacies.  Meanwhile *********** has since reversed the charges, especially since it was pointed out to them the *** statute USC ss 3009 as well as the state of California's "Business Professions Code" both disallow collection on this matter.  I have not, as yet, received paperwork as to the reversed charges since I'm told it will take 3-5 business days; ETA approximately 7/8/25.  

• Initial Complaint

  Date:06/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3- $100.00 gift cards were purchased and entered into their system but I was given credit for $8.38 only. Vendor that issued the cards contacted Nutrisystems and they stated cards had been loaded and credited. These were not credited to my account as you can see from the invoice.

  Customer Answer

  Date: 06/24/2025

  I am finding that the issue is with the vendor that issued the gift cards. You can delete complaint. Thank you.

  Customer Answer

  Date: 06/25/2025

  Complaint has been addressed by Nutrisystems. You can close this case. Thank you.

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 4 weeks worth of meals, some of which were frozen. They arrived thawed (and at least one of the food items was unwrapped) so Nutrisystem replaced the meals. The second frozen order also arrived partially thawed. They offered to send a third shipment but I refused as there is a pattern of the food arriving thawed. Nutrisystem agreed to refund only the items I could recall precisely being fully thawed but would not refund the items partially thawed or the items I didnt check (in boxes) or couldnt remember. So out of $400 spent I received a $50 refund. I cancelled the program and was charged $125 early cancellation fee. So Im out $500 with no edible food to show for it.

  Business Response

  Date: 06/27/2025

  On 5/23/2025, the customer called into customer service regarding his order being delivered late and that the order arrived melted,  the agent arranged for a replacement order to be sent out for the customer. On 6/4/2025, the customer asked for a refund instead of a reship, the agent explained that orders were not refundable, and the customer did accept an offer to stay on auto-delivery and take the next order.  On 6/12/2025, the customer called after receiving the replacement order, stating that some of the foods were thawed, the agent reviewed the shipment, the tracker shows that the replacement order arrived on time, the agent submitted a partial refund for the list of items the customer provided.  The customer asked to cancel the program and declined any offers the agent made.  As of 6/12/2025, the customers account has been cancelled indefinitely, and no further orders will be shipped out.   The customer cancelled after only receiving one shipment, therefore, per the terms of the Program, the customer was charged the early cancellation fee.  The customer was advised of this on the call.  The Club Advantage subscription has been disabled for future renewals and the customer's benefits will be available until 11/15/2025.  We trust that the partial refund and this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

  Customer Answer

  Date: 06/30/2025

  [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 as Answered]
  
   Complaint: 23460138
  
  I am rejecting this response because:
  
  When I agreed to the terms I assumed that I would be receiving edible food.  Had I know the risk of receiving thawed food, not just once but twice, I would not have agreed to their terms.  I cant believe that they dont provide edible food items which is their only product and then expect customers to just accept whatever they throw at them whether or not it is edible.  Also, they advertise on national television that they upgraded their shipping containers but both times I received thawed food it was shipped in their old shipping containers.
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/30/2025

  We appreciate the customers feedback.  Our coolers are being tested, and all orders will not be delivered in the same cooler during this test.  The customer's Club Advantage benefits will be available until 11/15/2025 if he wishes to place a meal order.   Please feel free to call or email customer service any time with additional questions.
  
  

• Initial Complaint

  Date:06/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email on June 3, 2025, stating that I had until June 4, 2025, to move or change my order. Unfortunately, I was not at home and did not have access to a computer. I tried to log into my account using my phone, but the app would not let me log in. I also called the listed phone number to cancel my order, but was placed on hold each time I called which was many and the last hold time was 45 minutes before I had to hang up as I was attending a conference and needed to be in meetings, and my phone had to remain on silent.Upon returning home on the morning of June 5, 2025, the day my order was scheduled to be processed, I called again. Unfortunately, the customer service representative would not honor my request to cancel the order given my circumstances. They repeatedly stated that I could not cancel my order because it had already been processed. I know that the order was not assembled at one minute past midnight on June 5th.I requested to speak to a supervisor, but I was told that they could not assist me either. The representative insisted that all the supervisors were in a meeting and would not be available for hours.This experience has highlighted the poor customer service I have encountered. The representative suggested I could donate the items once they arrive, but I needed to cancel the order entirely, as I wont be home until July. Moreover, the order had not yet shipped at that time, and I asked why you couldnt just cancel it and refrain from charging my credit card. I feel that Nutrisystem has failed me as a customer. Their customer service is deplorable and not customer-friendly. I just received notice tonight that the order is en route to ****** and frozen foods will be delivered with no one there and will spoil. I want to inform others about how customers are treated and the level of service currently being provided.

  Business Response

  Date: 06/13/2025

  On 6/3/2025,the customer received an email reminder explaining that an auto-delivery order would process soon, and the customer had until 6pm the night before the auto-delivery order begins to process to make any changes to her order. The customer contacted customer service on 6/5/2025 regarding cancelling her order and her auto-delivery.  The agent explained that once the order beings to fulfill the order cannot be cancelled, also that the customer delayed her order online on 4/29/2025 from 5/8/2025 to 6/5/2025.  The agent cancelled the customers account indefinitely and no further orders will be shipped out. The customers Club Advantage benefits are good until 10/7/2025 and will not renew.  We trust that this explanation provides a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions.
  

  Customer Answer

  Date: 06/13/2025

  [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 as Answered]
  
   Complaint: 23452223
  
  I am rejecting this response because: As stated previously, I attempted to move the order online but could not access the account from my cell phone prior to *** deadline date and I called multiple times to reach them the day before to cancel but never spoke to a human. I was on hold multiple times and could not accept a call back as I was at a business conference. Hold times to cancel and order should not last a minimum of 45 minutes. bHad I been able to get through on the phone, the order would have been cancelled in time. And now knowing how their customer service responses are, it's understandable they are not customer friendly and don't care.
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/24/2025

  We have provided all information regarding this matter in our initial response.   As all calls are recorded for quality assurance and training purposes,customer service complaints and concerns are reviewed on an individual basis and handled accordingly.   We are available via phone, email and chat for assistance.  We consider this matter closed and wish the customer all the best.
  

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel the program. Only options to do so are to call or go on chat. I have done this and simply get put on hold. As of this minute, I have been on hold for 5hr 4 minutes. All I want is to cancel. I have tried calling other days and always put on hold for lengthy times.

  Customer Answer

  Date: 06/11/2025

  A representative finally answered the phone after being on hold for 5 hours and 20 minutes, so I was able to cancel my subscription. 

  Business Response

  Date: 06/13/2025

  We sincerely apologize the customer had difficulty contacting customer service.  We temporarily had unusually high call volumes causing longer than usual wait times.  The customer was able to connect with an agent and the customers account was cancelled indefinitely on 6/10/2025, and no further orders will be processed.  The customer can continue to enjoy Club Advantage benefits until 10/29/2025.  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to contact customer service any time with additional questions.
  

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/13/2025

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