BBB Accredited Business since

Nutrisystem, Inc.

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Phone: (215) 706-5300 Fax: (215) 706-5388 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 225 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

225 complaints closed with BBB in last 3 years | 118 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 79
Billing/Collection Issues 42
Delivery Issues 6
Guarantee/Warranty Issues 13
Problems with Product/Service 85
Total Closed Complaints 225

Customer Reviews Summary Read customer reviews

33 Customer Reviews on Nutrisystem, Inc.
Customer Experience Total Customer Reviews
Positive Experience 6
Neutral Experience 2
Negative Experience 25
Total Customer Reviews 33

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

  • P.O. Box 806

    Horsham, PA 19044

  • THIS LOCATION IS NOT BBB ACCREDITED

    60 Worcester Rd

    Framingham, MA 01702

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    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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    160 Emerald St

    Keene, NH 03431

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    30 Penhallow Street

    Portsmouth, NH 03801

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    575 South Willow Street

    Manchester, NH 03102

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    599 Lafayette Road

    Portsmouth, NH 03801

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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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    584 Hanes Mall Boulevard

    Winston Salem, NC 27103

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    481 76th Ave N Apt 2

    Saint Petersburg, FL 33702

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    8938 S. Ridgeland Avenue

    Oak Lawn, IL 60453

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    8938 S. Ridgeland Avenue

    Oak Lawn, IL 60453

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    701 N. Milwaukee
    #268

    Vernon Hills, IL 60061

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    701 N. Milwaukee
    #268

    Vernon Hills, IL 60061

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    3060 Landwehr Rd

    Northbrook, IL 60062

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    3060 Landwehr Rd

    Northbrook, IL 60062

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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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    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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    3045 S Parker Rd

    Aurora, CO 80014

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    3214 S Wadsworth

    Lakewood, CO 80227

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    3214 S Wadsworth

    Lakewood, CO 80227

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    8125 Sheridan Blvd

    Arvada, CO 80003

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    8125 Sheridan Blvd

    Arvada, CO 80003

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    1601 S. Broadway

    Edmond, OK 73169

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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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    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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    10346 E. 21st Place

    Tulsa, OK 74129

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    113 W. Prospect

    Ponca City, OK 74601

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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 Road
    Suite 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)

5/22/2016 Billing/Collection Issues
5/19/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service
5/16/2016 Problems with Product/Service
5/15/2016 Problems with Product/Service
5/15/2016 Guarantee/Warranty Issues
5/15/2016 Advertising/Sales Issues
5/13/2016 Problems with Product/Service
5/10/2016 Problems with Product/Service
5/8/2016 Problems with Product/Service
5/8/2016 Advertising/Sales Issues
5/8/2016 Problems with Product/Service
5/7/2016 Billing/Collection Issues
5/7/2016 Advertising/Sales Issues
5/6/2016 Problems with Product/Service
5/6/2016 Billing/Collection Issues
4/29/2016 Problems with Product/Service
4/26/2016 Billing/Collection Issues
4/26/2016 Problems with Product/Service
4/25/2016 Billing/Collection Issues
4/25/2016 Problems with Product/Service
4/24/2016 Problems with Product/Service
4/24/2016 Billing/Collection Issues
4/24/2016 Advertising/Sales Issues
4/24/2016 Billing/Collection Issues
4/22/2016 Delivery Issues
4/19/2016 Problems with Product/Service
4/19/2016 Problems with Product/Service
4/17/2016 Advertising/Sales Issues
4/16/2016 Advertising/Sales Issues
4/15/2016 Problems with Product/Service
4/14/2016 Advertising/Sales Issues
4/12/2016 Billing/Collection Issues
4/11/2016 Billing/Collection Issues
4/3/2016 Billing/Collection Issues
4/3/2016 Billing/Collection Issues
4/3/2016 Problems with Product/Service
4/3/2016 Advertising/Sales Issues
4/2/2016 Problems with Product/Service
3/31/2016 Problems with Product/Service
3/28/2016 Billing/Collection Issues
3/26/2016 Guarantee/Warranty Issues
3/25/2016 Billing/Collection Issues
3/25/2016 Billing/Collection Issues
3/23/2016 Advertising/Sales Issues
3/19/2016 Advertising/Sales Issues
3/16/2016 Billing/Collection Issues
3/15/2016 Problems with Product/Service
3/14/2016 Delivery Issues
3/12/2016 Problems with Product/Service
3/12/2016 Problems with Product/Service
3/9/2016 Problems with Product/Service
3/9/2016 Billing/Collection Issues
3/4/2016 Problems with Product/Service
3/4/2016 Advertising/Sales Issues
3/2/2016 Advertising/Sales Issues
2/27/2016 Problems with Product/Service
2/27/2016 Advertising/Sales Issues
2/27/2016 Advertising/Sales Issues
2/27/2016 Billing/Collection Issues
2/27/2016 Advertising/Sales Issues
2/27/2016 Advertising/Sales Issues
2/27/2016 Problems with Product/Service
2/26/2016 Problems with Product/Service
2/24/2016 Delivery Issues
2/18/2016 Delivery Issues
2/17/2016 Problems with Product/Service
2/17/2016 Advertising/Sales Issues
2/14/2016 Problems with Product/Service
2/14/2016 Advertising/Sales Issues
2/14/2016 Guarantee/Warranty Issues
2/14/2016 Problems with Product/Service
2/9/2016 Billing/Collection Issues
2/5/2016 Advertising/Sales Issues
2/1/2016 Advertising/Sales Issues
1/30/2016 Advertising/Sales Issues
1/30/2016 Guarantee/Warranty Issues
1/30/2016 Advertising/Sales Issues
1/11/2016 Advertising/Sales Issues
1/2/2016 Advertising/Sales Issues
12/30/2015 Advertising/Sales Issues
12/30/2015 Problems with Product/Service
12/28/2015 Problems with Product/Service
12/5/2015 Advertising/Sales Issues
12/1/2015 Problems with Product/Service
11/16/2015 Problems with Product/Service
11/8/2015 Advertising/Sales Issues
11/8/2015 Problems with Product/Service
10/26/2015 Guarantee/Warranty Issues
10/26/2015 Billing/Collection Issues
10/26/2015 Problems with Product/Service
10/9/2015 Billing/Collection Issues
10/4/2015 Delivery Issues
10/3/2015 Billing/Collection Issues
9/22/2015 Problems with Product/Service
9/20/2015 Problems with Product/Service
9/14/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/8/2015 Problems with Product/Service
9/8/2015 Problems with Product/Service
8/24/2015 Problems with Product/Service
8/24/2015 Problems with Product/Service
8/15/2015 Advertising/Sales Issues
8/14/2015 Billing/Collection Issues
8/8/2015 Billing/Collection Issues
8/7/2015 Advertising/Sales Issues
7/22/2015 Billing/Collection Issues
7/17/2015 Advertising/Sales Issues
7/5/2015 Guarantee/Warranty Issues
7/2/2015 Problems with Product/Service
6/21/2015 Problems with Product/Service
6/21/2015 Problems with Product/Service
6/21/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/8/2015 Problems with Product/Service
6/7/2015 Advertising/Sales Issues
5/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In march of this year I signed up for Nutrisystem. I was very disappointed with this product. the food was terrible and caused stomach aches and bloating....I tried on many occasions to contact Customer service but was put on hold each time for 30 min to 1 hour..when I complained about this the girl said they did not have enough staff. When I canceled the program and ask to exchange some food ite** I was charged and additional $85 shipping fee and not allowed to exchange anything. Basically their advertising is completely a come on, untrue and misleading. their customer service is an F and basically this company is a scam. I would not recommend this product to anyone. All around it is awful!!! Needless to say after following their program to the tee for a week no weight was lost....

Desired Settlement: I would like my $85 returned to me, or at least being able to exchange the awful food for snack bars.......

Business Response:

May 27, 2015

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 **. ******* ** ******** was received in my office on May 15, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records, on March 1, 2015 *** ******** 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 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.  *** ******** indicated that she read and accepted the Terms and Conditions when she submitted her order for processing. *** ********’s first order was shipped to her on March 5, 2015.

On March 31, 2015 *** ******** contacted Nutrisystem and indicated she wanted to return some of the food products she received.   *** ******** was provide with an RMA number and return instructions at this time.   *** ******** returned some of her unused food items and on April 14, 2015, *** ******** was issued a credit in the amount of $72.61 for the food items she returned.

On May 11, 2015, *** ******** contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery Program.  *** ******** was charged for the discount she received on her first order ($84.99) at this time.

On May 15, 2015, *** ******** contacted Nutrisystem because she wanted to exchange some of the food products she retained.  *** ******** was informed that she was outside of the 30 day exchange policy and Nutrisystem could not accept her food products for exchange.     

Nutrisystem has a Money Back Guarantee, Return Policy and Exchange Policy in place.   Under the Money Back Guarantee (attached for your reference), customers can contact Nutrisystem within 14 days receipt of their order and return their unused food products for a full refund.   Under the Exchange Policy (attached for your reference), customers can contact Nutrisystem within 30 days receipt of their order to return any unused food products for exchange.   Nutrisystem cannot accept any unused food products from *** ******** as she is well outside of Nutrisytem’s 30 day Exchange Policy.   However, because *** ******** contacted Nutrisystem within 14 days receipt of her order to return some of the unused food products, *** ********’s Auto-Delivery Program should have been cancelled without having to pay for the discount she received on first order ($84.99).   We apologize to *** ******** for this error.   Nutrisystem has issued a refund in the amount of $84.99 to *** ********.   *** ******** should see the credit applied to her account within 7-10 days depending on her banking institution.  

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

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

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,

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

5/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered the program on 03/07/15, on the computer, set up a payment to process from my bank account, in order to process the order it required I set up an auto payment. After completing the first order, I then called on 03/07/15 and cancelled the program as I only wanted 1 month supply. I received the one month shipment on 03/21/15. On 04/01/15, a second shipment was received. I checked my bank account and a second payment of 259.99 was taken from my account, which I had cancelled on 03/07/15. I called Nutrisystem, spoke to Kim I believe, and was told on a recorded line that yes they did show the order was cancelled on 03/07/15, however, it was an error on their end by not cancelling the entire account. At that point she put in a second request to cancel the account. I requested a refund, was told they had to send me shipping label to return to them. I received the label via email, printed it and returned the product on 04/07/15. Subsequently, due to their error my account went into a negative balance on 04/03/15. I was told that the refund amount would be processed 10 business days after they received the product back. Due to the error on Nutrisystems part, my account has incurred multiple bounced checks, over draft fess, and continuous over draft daily fees totaling 578.00. Trying to resolve the issue I filed a fraud form with my bank, a form that will not allow any further auto payments to Nutri system and contacted Nutrisystem again on 04/28/15 spoke to Kevin, I informed him of the over draft fees incurred and was told I needed to obtain a statement from my bank showing where the Nutrisystem charge was and the fees involved. I obtained from my bank manager along with a letter from the bank stating Nutrisystem is responsible for all of the overdraft fees on my account and faxed to ###-###-####. I was told I would be contacted when the fax was received, and my bank manager gave me a copy of the confirmation of receipt. On 04/29/15 I called Nutrisystem again, spoke to Shareese, I was then told the operations department was processing and issuing my credits back to me, and I would receive a call when completed. The morning of 04/30/15 I received a voice mail to contact Emily the operations manager to review this issue with her. I returned the call on 04/30/15 I called Nutrisystem again spoke to Shareese, she then told me they did not receive my fax, and placed me on hold to call the operations department, I was then told yes the operations department did receive my fax, and they are working on it. I requested to speak to the manager of the department, and was told they did not know who was reviewing my account but she would leave a message for someone to call me back. I did not receive a return call, so again on 05/01/15 I called requested to speak to Emily the operations manager, and was put through to her. Per our conversation, Emily stated they do not show anywhere in their system that I cancelled the account on 03/07/15 and that I did not call until 04/04/15 to terminate the account, and that she reviewed the recorded phone records and that the rep I originally spoke with did confirm the order was cancelled on 03/07/15, and that the rep did confirm it was an error on their part, however, because it was not put through the system that the company would not be responsible for any of my over draft fees which put my account in jeopardy, with a negative balance and all of my bills included my rent causing multiple fees. Even though they admitted on their part it was an error they are not going to do anything further. I did receive a refund of 240.00 less the return fee of 19.99, which was then returned after my first phone call. However, there is still and outstanding amount due to me for 578.00, charges that I should not have had to pay, due to an error on Nutrisystems part, or representative of their company. I have never had to deal with an incompetent way of processing services, and have never felt that the customer is not a concern with any other company in my life. I have filled fraud charges with my bank, along with visa check card services. I will be contacting my Federal attorney as well.

Desired Settlement: I would like to have my over draft fees refunded in the amount of 578.00.

Business Response:

May 18, 2015

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 **. ****** ** ****** was received on May 4, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records, on March 7, 2015 *** ****** 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 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.  *** ****** indicated that she read and accepted the Terms and Conditions when she submitted her order for processing. Due to an inventory issue, there was a delay in *** ******’s first order being sent to her.   *** ******’s first order was shipped to her on March 16, 2015.

On March 28, 2015 *** ****** was sent an email indicating her second order was being processed for her.  

On March 31, 2015 *** ****** was shipped her second order.

On April 4, 2015, *** ****** contacted Nutrisystem regarding the second order that was shipped to her.  *** ****** indicated that she had previously contacted Nutrisystem to cancel her account.   The representative that *** ****** spoke with viewed the order that was initially delayed due to inventory issues and mistakenly informed *** ****** that her Auto-Delivery Program had been cancelled.  This was not the case. *** ******’s Auto-Delivery Program was never cancelled after the initial order placed by *** ******.   Nutrisystem has no record of receiving any phone calls from *** ****** regarding her account until April 4, 2015.   The representative that *** ****** spoke with sent *** ****** a ***** label to return the second order that was shipped to *** ******.   *** ******’s Auto-Delivery Program was also cancelled at this time.  

On April 28, 2015, *** ****** contacted Nutrisystem and informed the representative that she spoke with that Nutrisystem charged her account for a second order that caused her to incur $578.00 in overdraft fees.   *** ****** was asked to provide a statement from her banking account which showed the overdraft fees.  *** ****** also inquired about the credit for the second order that she returned to Nutrisystem.  *** ****** was informed that she was issued a credit of $240.00.  *** ****** was informed that $19.99 was deducted from her refund for the return label. 

On May 1, 2015, one of Nutrisytem’s operations managers attempted to contact *** ****** regarding her account.  The manager tried to explain to *** ****** that the customer service representative she spoke with on April 4, 2015 provided her with incorrect information.  The manager tried to explain to *** ****** that Nutrisystem has no record of *** ****** contacting Nutrisystem to cancel her Auto-Delivery account after she placed the initial order online.  However, *** ****** continued to insist it was Nutrisystem’s error which caused her to incur overdraft fees on her account.   *** ****** provided a partial bank statement to Nutrisystem, however Nutrisystem could not determine anything from the statement without the full and complete statement.  Nutrisystem has requested that *** ****** provide her full and complete bank statement for review.  To date, Nutrisystem has not received the full and complete bank statement.

Nutrisystem sent *** ****** her second order in good faith in accordance with the Terms and Conditions of the Auto-Delivery Program.   Nutrisystem is not responsible for the overdraft charges that *** ****** incurred based on the information that Nutrisystem has.  However, Nutrisystem is willing to review *** ******’s full and complete bank statement to determine if it shows otherwise.   Please ask *** ****** to provide the statement so that Nutrisystem can review it.  

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

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

5/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called to cancel the automatic draft form my next purchase. I informed them that I no longer wanted to continue receiving their product. The customer service representative was completely understanding and said he took care of it by cancelling the order. As soon as my next pay check was deposited into my account Nutrisystem withdrew $279.99 and proceeded to ship the order out. When they did that they overdrafted my account, leaving me completely helpless with no money to pay for dog food, gas, ect. I called as soon as I was aware and the customer rep told me she apologized for the inconvenience and would have ***** reroute it back to them and issue a refund once complete. A couple of days later the package was on my door step. I had to call a third time to get them to have ***** come back and pick it up. The package was picked up and still no money in my account and now the supervisor will not return my call. This has been the worst customer service I have EVER dealt with.

Desired Settlement: I just want my money back and to let people know how awful their customer service is at handling situations.

Business Response:

May 11, 2015

Better Business Bureau

of Metro Washington DC and Eastern Pennsylvania

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

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

Dear *** *****,

The complaint filed by **. ****** ***** ******** was received in my office on May 4, 2015 and has been forwarded to me for response. 

According to Nutrisystem’s records, on January 17, 2015 *** ******** 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.   *** ******** indicated that she read and accepted the Terms and Conditions when she submitted her order for processing.  *** ******** was shipped and charged for her first order in the amount of $249.99 on January 20, 2015.

 

On February 7, 2015, *** ******** was sent an email indicating her second order was being processed for her.   On February 13, 2015 her second order was shipped to her.

 

On March 7, 2015, *** ******** was sent an email indicating her third order was being processed for her.  On March 11, 2015 her third order was shipped to her.

 

On April 4, 2014, *** ******** was sent an email indicating her fourth order was being processed for her.   Nutrisystem was unable to obtain payment from *** ******** for this order and attempted to contact her by telephone.

On April 11, 2015, *** ******** contacted Nutrisystem and indicated she wanted to cancel the program.   *** ********’s Auto-Delivery Program was cancelled, however the order that started being processed on her on April 4, 2015 was not cancelled in error.

 

On April 17, 2015, *** ******** was shipped her fourth order.  

 

On April 21, 2015, *** ******** contacted Nutrisystem regarding the order that was in transit to her.  *** ******** was informed by the customer service representative that they would attempt to contact ***** to have the package returned to Nutrisystem.

 

On April 27, 2015, *** ******** contacted Nutrisystem and indicated the order had been delivered to her.   The Customer Service Representative that *** ******** spoke with apologized that the package was delivered and *** ******** was informed that ***** would come to pick up the package at Nutrisystem’s cost.

 

The package was returned to Nutrisystem on May 4, 2015 and *** ******** was issued a full credit in the amount of $279.99 on May 5, 2015.   Depending on *** ********’s banking institution it could take *** ******** 7-10 business days to see the credit applied to her account.   Nutrisystem strives to promote good customer service.  We apologize to *** ******** for the delay in the refund to her account and for any inconvenience it has caused her. 

 

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

Sincerely,

Donna D*******

                                                                        Corporate Paralegal

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

5/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We used the nutrisystems web site to order 1 months food. We received our order. 3 weeks later we received another shipment of food. I called their customer service and told them we hadn't ordered it. They told me I had to pay for the frozen food but to refuse the dry food which we did. I was charged $639.98 for the additional shipment. I agreed to pay for the frozen food which was $151.16. They only reimbursed me $376.34 which is $112.48 short of what I expected. When I called them they said that when you use the web site you agree to a 2 month commitment. I asked where that was on the web site and they said in the terms and conditions. When I couldn't find them they had me look at the bottom of the web site. The terms and conditions do exist but are in very small greyed out print. This was not stated clearly anywhere on the website.

Desired Settlement: I would like by $112.48 reimbursed and they change their ordering and website to clearly state that when you use the web site you are agreeing to a 2 month commitment.

Consumer Response: From: **** ******** <*********@*****.com>
Date: Thu, May 14, 2015 at 11:45 PM
Subject: Complaint ********
To: info@mybbb.org


After I posted my displeasure on their ******** site, they contacted me and returned the balance of my money.  I still think they need to clearly state the 2 month commitment on their website or at least when checking out and not hidden in the terms and conditions.

5/15/2015 Problems with Product/Service
5/15/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and myself both ordered seperate packages from Nutrisystem. We both decided to cancel the auto order after only one delivery was made. When I called to cancel the order I was informed that there will be a charge to cover all the promotional pricing because I did not honor the commitment that they claim that I did. They said that on their website there is a link with the information given that backs this claim up but it is only on the home page at the very bottom cleverly hidden. When I ordered I felt confident that if neither of us felt the product was worth keeping we could cancel at ANY time without penalty. Throughout the ordering process there is fine print and during every menu I filled out I carefully read every line and no such cancellation charge or anything similair is mentioned. In fact all over the place is cancel any time and satisfaction guaranteed. I called the company and I was told very rudely that I should have read the terms and conditions that are generically listed on the front page hidden at the bottom. I advised her that I thought this was unethical and that I would file a dispute with paypal and the BBB. She said hold on and put the phone down for a few minutes and came back and said we will reverse the charges. I asked her when I will see such charges returned and she said 7 days and salmmed the phone on the receiver. I still have not seen any money returned. I tried to initiate a return on the uneaten food my wife didn't eat and wasn't even given a chance.

Desired Settlement: I would like a full refund of both charges of $84.99 and $102.79. I would also like a refund for all the food that my wife hasn't eaten. I wasn't even given the chance to discuss this before I was hung up on. The worry free and money back guarantee should be honored.

Business Response:

April 29, 2015

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 **. ****** ****** was received on April 16, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records, on February 13, 2015 **. and **** ****** 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 **. and **** ****** enrolled in the program.  **. and **** ****** indicated that they read and accepted the Terms and Conditions when they submitted their orders for processing. The checkout page also clearly indicates that **. and **** ****** received an auto-delivery discount on their orders. Please see the attached example of what **. and **** ****** saw prior to submitting their orders.  **. ****** was shipped his first order on February 16, 2015.  **** ****** was shipped her first order on March 11, 2015 (**** ****** delayed her first order).

**. ****** was sent an email indicating that his second order was beginning to be processed for him on March 28, 2015. 

On April 1, 2015, **. ****** contacted Nutrisystem to cancel his Auto-Delivery Program.  **. ****** was informed that he would be charged for the discount he received on his first order ($102.79) if he chose to cancel his Auto-Delivery program before accepting and paying for his second order.  **. ******’s Auto-Delivery Program was cancelled and he was charged $102.79.

Nutrisystem records calls for quality assurance and training purposes.  On April 7, 2015, **. ****** contacted Nutrisystem to cancel **** ******’s account.  **. ****** was informed that his wife would be charged for the discount she received on her first order ($84.99) if she chose to cancel her Auto-Delivery program before accepting and paying for her second order.  **** ******’s Auto-Delivery Program was cancelled and she was charged $84.99.    During the call **. ****** became insistent that the terms of the Auto-Delivery Program were not posted on the website and he requested to speak to a supervisor.  The Customer Service Representative put **. ****** on a brief hold.  The Customer Service Representative’s supervisor was not immediately available, however the Customer Service Representative was informed that she could refund the charges associated with the cancellation to **. and **** ******.  **. ****** questioned how long the refund would take and he was informed that the refund could take up to 10 business days. The Customer Service Representative asked if there was anything else and **. ****** indicated no and thanked the Customer Service Representative. **. ****** did not indicate that he wanted to return any unused food products during the call.

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 each of their first orders.   As indicated above this information is posted on the website and **. and **** ****** indicated they agreed to the Terms and Conditions of the program when they submitted their orders.  Nutrisystem offers a 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 (please see attached).  Under the 30 day Return Policy Nutrisystem clients can return any unused food products they have within 30 days of receiving their order for a refund (please see attached).     According to Nutrisystem’s records **. and **** ****** did not indicate that they wanted to return any unused food products during the Money Back Guarantee or 30 day return period.  Nutrisystem cannot offer **. ****** a refund for the unused food products his wife hasn’t eaten.  However, Nutrisystem issued **. ****** a credit in the amount of $102.79 on April 21, 2015 and **** ****** was issued a credit of $84.99 on April 21, 2015 for the charges that were made to their accounts.   **. and **** ****** should be in receipt of their credits at this time.   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 *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

5/8/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have asked numerous times to be taken off their email list, as I have never asked for any information from them. Yet on a daily basis i get at least 10 emails from them. I have clicked unsubscribe numerous times to nothing but more emails.

Desired Settlement: I demand to be removed from their, and ANY 3RD PARTY THEY USE, email lists. I have asked so many times it is now to the point where I feel filing a complaint might get this resolved

Business Response:

April 27, 2015

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

The complaint filed by Mr. ******* ***** was received on April 15, 2015 and has been forwarded to me for response.

After reviewing Mr. ******* complaint I contacted our Customer Service Department to determine if they had a listing for Mr. ***** or his email address *****************.  Mr. ******* email address is not registered with Nutrisystem and Nutrisystem has no profile for Mr. ***** in its database.   Based on the information that Mr. ***** provided, it appears that she received an email from a third party which contains some type of Nutrisystem promotional offer. 

Nutrisystem takes spam emails and the sending of them very seriously.  Nutrisystem is unable to determine the origin of the emails from Mr. ******* complaint. If Mr. ***** could forward the actual emails to me, we would be in a better position to determine who is sending them.   In the meantime, Nutrisystem has placed Mr. ******* email address on its own “Do Not Email” list.

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

Sincerely,

                                                                       

Donna D*******

Sr. Corporate Paralegal

Nutrisystem, Inc.

5/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I decided to try Nutri System to lose a few pounds. I ordered 1 month even though I really could not afford it. I do not want to order any more food because I still can not afford their prices. I am on SS and on a limited budget. I am constantly looking for ways to cut back on my expenses. I have tried twice to tell the company that I want to cancel my May delivery and they said that it would cost me an extra $84 + the cost of the food. I only wanted to order 1 month and then continue my weight loss on my own.The program says that I should lose 5 lbs in the first week, which I didn't lose either.

Desired Settlement: Cancel my order and not have it reflected in my credit rating.

Business Response:

April 21, 2015

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

      

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

The complaint submitted by *** ****** ****** was received on April 9, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records, on March 5, 2015 *** ****** 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.  *** ****** indicated that she read and accepted the Terms and Conditions when she submitted her order for processing. The checkout page also clearly indicates that *** ****** received an auto-delivery discount on her order. Please see the attached example of what *** ****** saw prior to submitting her order.  *** ****** was shipped her first order on March 6, 2015.

On March 27, 2015 *** ****** contacted Nutrisystem and indicated she wanted to cancel her program.   *** ****** was informed she would be charged for the discount she received on her first order ($84.99) if she chose to cancel her Auto-Delivery program before accepting and paying for her second order.  *** ****** agreed to delay her second order until May 21, 2015 rather than cancel her Auto-Delivery Program at this time.  

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 cancelled *** ******’s Auto-Delivery Program and waived the $84.99 charge for the discount she received on her first order.   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,

Donna D*******

                                                                        Senior Corporate Paralegal

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

5/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received an email with the subject, "Sneak Peek - Try Us For $49.99!" When I clicked on the link I was taken to a web page that stated, "Get a taste of Nutrisystem for only $69.99" Link location: https://news.nutrisystem.com/pub/cc?_ri_=X0Gzc2X%3DWQpglLjHJlTQGsTlo8kszaGX7kbvHTzczgu96BX9IzgtRWSzdifVXtpKX%3DATATT&_ei_=EolaGGF4SNMvxFF7KucKuWMjG9n9lHVzy4fJxYE8XletYLrp1J09Oox9jslm_SWmU6gcP56P_ZdKyu-Z9Hx0EAA. I find this type of deceptive baiting very poor business.

Desired Settlement: I would like to have the email offer of $49.99 for the Nutrisystem® 7-Day Trial Pack honored. I want to have the email offer of Get 7 breakfasts, 7 lunches, 7 dinners and 7 desserts shipped FREE to your door for $49.99 honored.

Business Response:

April 20, 2015

Better Business Bureau

of Metro Washington DC and Eastern Pennsylvania

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

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

Dear Mr. ******,

The complaint filed by Ms. ******* ***** ******** was received in my office on April 6, 2015 and has been forwarded to me for response. 

Nutrisystem has reviewed the link that Ms. ******** provided in her email ***************************************************************************************************************

***************************************************************************************************).   This link did not resolve to an email offer of $49.99 for the Nutrisystem® 7-Day Trial Pack.

 This link resolved to Nutrisystem’s homepage where our clients can get started on the program.  Attached are screenshots of the page that this link resolved to.

Nutrisystem does have an email offer for $49.99 for the Nutrisystem® 7-Day Trial Pack which is advertised.   Nutrisystem cannot verify exactly what Ms. ******** saw, but Nutrisystem will honor the offer that Ms. ******** indicated she saw for $49.99 of for the Nutrisystem® 7-Day Trial Pack.   If Ms. ******** would like to purchase the Nutrisystem® 7-Day Trial Pack, please have her contact Nutrisystem at ###-###-#### to place her order.

 

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

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

Cc: Denise B******

4/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Upon original order on approximately 3/10, two $100 gift cards were used, leaving a balance of $79.99 to be billed. On approximately 3/16 $279.99 was taken out of my checking account. In my initial call to the customer service on 3/17 I was told that when a change was made in my original order the gift cards didn't roll over with the change. I was assured at that time the cards would be applied to my account and $200 returned to my account within 72 hours. After waiting for approximately one week the money was not returned so I called again. I was once again assured the problem would be taken care of immediately and should receive an email letting me know the transaction had taken place. After 48 hours it still wasn't there and no email indicating that it was done, so I called yet once again and once again was assured that it would be taken care of that day and should see it by days end. In checking my account the next day it was not there. As of this morning there still is no refund, and there have been no emails indicating that this has happened.

Desired Settlement: I want the $200 credited to my checking account.

Business Response:

April 15, 2015

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

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

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

      

Dear Mr. ******,

The complaint submitted by Ms. ***** *. ***** was received in my office on April 1, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records on March 10, 2015, Ms. ***** enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website.   Ms. ***** paid for her order totally $279.99 through a combination of gift cards and her credit cards. $200.00 was paid with gift cards and the balance of $79.99 was charged to Ms. *****’s credit card.    Shortly after Ms. ***** placed her order online, Ms. ***** contacted Nutrisystem and cancelled her order.  Ms. ***** indicated to the representative she spoke with that she wanted to customize a new order.   The representative that Ms. ***** spoke with placed a new customized order for Ms. ***** however, in error the representative failed to apply the re-apply the gift cards that Ms. ***** had originally applied to her first order to the second order.   Ms. ***** was shipped her customized order on March 16, 2015 and she was charged $279.99 to her credit card.

On March 17, 2015, Ms. ***** contacted Nutrisystem to indicate that her gift cards had not been applied to her order.   The representative that Ms. ***** spoke with informed Ms. ***** that she would credit the $200.00 back to her **** account, however the representative failed to issue the credit.

Ms. ***** contacted Nutrisystem again on March 24, 2015 regarding the credit to her account.   Her call was escalated to a supervisor who submitted the credit of $200.00 for approval to Ms. *****’s credit card.   On March 31, 2105, a credit of $200.00 was issued to Ms. *****’s credit card.

Nutrisystem apologizes to Ms. ***** for the payment issue and for the delays in getting the credit applied to her account. Ms. ***** was issued a credit of $200.00 on March 31, 2105 as indicated above.  It usually takes our customers 5-7 business days to see the credits applied to their accounts depending on their financial institution.  Ms. ***** should be in receipt of the credit at this time.   We wish Ms. ***** 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,

Donna D*******

                                                                        Senior Corporate Paralegal

Cc: Denise B******

4/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went on their website to check it out and did not sign up for anything and they started sending emails after unsubscribing 2 or 3 times and even noting I was going to contact you guys they are still emailing.

Desired Settlement: Get them to stop!!

Business Response:

March 3, 2015

Dear *** ******,

The complaint submitted by *** ****** ******* was received in my office on February 23, 2015 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 Nutrisystem’s website on January 24, 2015 at 5:33pm. This prompted Nutrisystem to begin sending marketing emails to *** ******* “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.

Nutrisystem has no record of *** ******* opting out of emails from Nutrisystem. Nor does Nutrisystem have a record of *** ******* contacting Nutrisystem via telephone or email to request that Nutrisystem remove him from their email list. Since receiving *** *******’s complaint Nutrisystem has put *** ******* and his email address on its “Do Not Email” list. We ask that *** ******* allow 7-10 business days for our internal systems to update accordingly.

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 diavidsonsinutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D

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:

Dear *** ******,

I received your email with the complainant I had regarding #******** with NutriSystem and it is a complete lie by Nutrisystem I did not create a profile and I did unsubscribe to their emails 3 times and the 3rd time I sent a note I would turn them in to the BBB if their emails continue which they continued and that’s when I contacted you, I have two email addresses and now I don’t know how but they are sending to my other email **************** which I unsubscribed 4 times today we’ll see what happens in 7-10 days.

Thanks,

******



Regards,

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








Business Response:

April 21, 2015

Dear *** *******,
The second response from *** ****** ******* was received on April 6, 2015 and has been forwarded to me for response.
Nutrisystem cannot verify whether or not *** ******* set up the profile himself on the Nutrisystem website or not. If *** ******* believes that someone is impersonating him and using his personal information Nutrisystem suggests he contact his local law enforcement office.
We thank *** ******* for forwarding the actual email that he received. It was very helpful. This email was sent by a third party publisher, which sends Nutrisystem promotional emails to its own list of customers, who at one time, signed up to receive offers on health and wellness among other topics. Nutrisystem has reached out directly to the third party publisher to remove *** *******’s email address from their list. Nutrisystem has also requested that the publisher be removed from participating in any Nutrisystem promotional offer email campaigns going forward.
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ddavidsononutrisystem.com, or you may write me at the address set forth above.
Sincerely,
Donna D

Senior Corporate Paralegal

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 am still receiving emails from Nutrisystem to my **************** email dated 04/03/2015 and ************* 03/22/2015 but I understand the 3rd party problem takes a while.

Regards,

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

4/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm September 2014, I called to cancel my membership. The representative I spoke with said it would cost me more to cancel than to get 1 more month on the transitional plan. He said it would be $125 for this plan. I said I would do one more month on this plan and then I would cancel. He said okay. I looked at my credit card statement, and I was charged $240. I called the company. The rep I spoke with said that I was charged the correct amount. I told him I was quoted a different amount and wanted to speak with a manager. He transferred me to a manager. The manager said she would listen to the call I was referring to and get back to me in 3 days. A week went by with no phone call. I called them and they told me that the manager was still looking into it. Fast forward 4 months (new baby and the holidays had me very busy) and I remembered that I never got my refund. I called them, told my story to the rep, they put me on hold... then hung up on me. I called back and told the new rep my story AND what just happened. She apologized profusely, did a lot of typing and said she was going to talk to a manager right at that moment. She came back to offer me a $30 discount. I told her that was overcharged $100+ and that I want someone to listen to the call so I can get my full amount owed. She said she would have a manager call me within 3 days. I made sure she had the correct phone number. Here we are 10 days later and I have not received a phone call. I'm not wasting my time calling them since they are obviously hoping I will forget and keep lying to me. I just want my money back. I feel completely taken advantage of.

Desired Settlement: Refund of the full amount owed.

Business Response:

March 3, 2015

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 *** ****** ****** was received in my office on February 20, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records on August 1, 2014, *** ****** enrolled in the NutriSystem Auto-Delivery Program through the Nutrisystem website and paid $344.98 for her first order.   With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 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 the Terms and Conditions when she submitted her order.  *** ****** was shipped her first order on August 4, 2014.

On August 29, 2014 *** ****** was sent an email indicating her second order was going to be processed for her.  

On September 1, 2014 *** ****** delayed her second order until September 16, 2014 through the website. *** ****** also sent an email to customer service indicating that she wanted to cancel her Auto-Delivery program.

On September 2, 2014, a customer service representative contacted *** ******.  

Nutrisystem records all calls for quality assurance and training purposes.   I have personally reviewed the call when *** ****** spoke to the customer service representative and agreed to change her program.    The call began with the representative inquiring as to how *** ****** did on the program.  *** ****** indicated she had done well with the program and had lost 5 lbs.   *** ****** indicated she had sent an email to cancel because she was transitioning back to work full time after having a baby and it was not the right time for her to do the program.  The representative inquired about the baby and how old he was.  *** ****** indicated he was 4 months old. The representative asked *** ****** some personal questions due to restrictions that Nutrisystem has in place for pregnant and nursing mothers.   The representative consulted with one of Nutrisystem’s registered dieticians to confirm *** ******’s eligibility for the program.  *** ****** was eligible for the program.    The representative informed *** ****** he could cancel the program for her but she would be responsible for paying for the discount she received on her first order ($102.10) if she chose to cancel her program before accepting and paying for her second order under the terms of the Auto-Delivery Program.   As an alternative, the customer service representative offered *** ****** the Weekends on Your Own Program for $249.99.   The customer service representative indicated she would save $100.00 and she could still continue with the program and lose the weight she wanted to.   He also indicated it would give her more flexibility with the plan and her work/home schedule.   *** ****** inquired if she would still be responsible for the fee if she chose to cancel after he changed the plan and she received her second order.   The representative indicated that as long as she kept and paid for the second order she would not be responsible for paying the discount back from her first order.   *** ****** agreed to change the plan and accept the second order and the call continued with the representative reviewing all of *** ******’s menu options for breakfast, lunch, dinner and snacks.

Nutrisystem has been experiencing a high call volume and apologizes to *** ****** for the experience she had with her call review request.   As indicated above, I personally reviewed the call and *** ****** was provided with a price of $249.99.  At no point during the phone call when *** ****** agreed to switch her program was *** ****** provided with a price of $125.00.   Nutrisystem cannot offer *** ****** a refund as she was properly informed of the price and billed correctly.  We wish *** ****** continued success with her weight loss goals and her new baby.

If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        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 am skeptical that the company has a recording of the call. I would like to hear the recording of the call.


Regards,

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








Business Response:

March 25, 2015

Dear ******,

Enclosed please find a CD which contains the call recording of when Nutrisystem contacted *** ****** and she agreed to switch the program she was receiving for her second order. Nutrisystem does not share these call recordings and requests that you destroy this CD once you have completed your review. If you have any questions about the recording please let me know.

Sincerely,

Donna D.

Senior Corporate Paralegal

4/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: While on vacation on 3/8/2015, I went online to cancel my auto delivery order but saw that you have to call for that so instead I placed delays on mine and my spouses Nutrisystem orders. I requested that the delivery be moved to 3/26/2015 until we could return from our international travel and I could call to cancel. I received 2 confirmation emails (2 minutes apart) for delaying both orders. I returned from vacation yesterday (3/16/2015) and found the dry portion of my spouses order on my porch. I called Nutrisystem today (3/17/2015) to return the food and ensure the frozen food would not be shipped. The rep sent me a return label for the dry food and explained that they were confused why I received the dry food since he said he saw that my order and my spouses frozen food order was successfully delayed. I thought everything was ok but when I returned from work today I found my spouses frozen food order on the porch. I called to request another return label for the frozen food but the representative Tierra S****** needed proof that I had cancelled both mine and my spouses orders. After several tries Tierra finally received the delay confirmation emails that I faxed her but would only offer a 30% discount on the frozen food. I refused to accept a 30% discount because this was an error on Nutrisystem's part.

Desired Settlement: 100% refund for both the dry and frozen food which comes to $329.99.

Business Response:

April 2, 2015

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 **. ***** ** ********** was received on April 18, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records, on January 18, 2015 *** ********** and her spouse enrolled in the NutriSystem Auto-Delivery Program.   With the current Auto-Delivery program, customers get a 20% discount off the month to month program price and free shipping within the Continental US when they remain on the program for at least 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.  *** ********** and her spouse were each shipped their first orders on January 19, 2015.

On February 8, 2015, both *** ********** and her spouse were each sent an email indicating their second orders were getting ready to be shipped to them.  On February 11, 2015 *** ********** and her spouse were both shipped their second orders.  

On March 8, 2014 both *** ********** and her spouse were each sent an email indicating their third orders were getting ready to be shipped to them.   According to Nutrisystem’s records *** ********** went into her online account and delayed her third order twice.  The first time she delayed it from 3/12/15 to 3/26/15.  The second time she delayed it from 3/26/15 to 3/26/15 (please see the account history attached). According to Nutrisystem’s records *** **********’s spouses order was not delayed (please see account history attached) and was delivered as scheduled. 

On March 17, 2015 *** ********** contacted Nutrisystem indicating that she had delayed both her and her spouses’ third orders but she had received her spouses’ orders (ready to go and frozen portions).  *** ********** was informed that Nutrisystem could send her a return label for the ready to go portion of the order however the frozen was not returnable.  The Customer Service Representative that *** ********** spoke with offered to give her 30% off of the frozen order, but *** ********** refused and insisted on a full refund.    

*** **********’s issue was escalated to a manager and the manager approved a full refund in the amount of $329.99 provided that *** ********** returned the ready to go portion of her order. *** ********** as issued a full credit in the amount of $329.99 on March 20, 2015.

As shown in *** ********** and her spouses’ account history (attached) *** ********** did not delay both her and her spouses’ third orders, rather she delayed her own third order twice.   Nutrisystem sent *** **********’s spouses’ third order in good faith.   Although it was not Nutrisystem’s error, *** ********** was issued a full refund in the amount of $329.99.   We trust this resolves *** **********’s complaint.

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

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

4/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered the Nutrisystem program. I didn't like it. I really did not lose the weight like was claimed and the food taste horrible. I didn't ask for a refund just to cancel my order. She kept trying to talk me into continuing. I said no she then said we have to charge you as per agreement. I made no such agreement so I told her to cancel my account and not to charge my card. It was charged with out my permission. Now I want a full refund. This company has not lived up to it's claims and has charged me for nothing and without my permission.

Desired Settlement: A refund of all monies paid.

Business Response:

March 26, 2015

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

      

Dear *** *******

The complaint submitted by *** ******* ****** was received on March 11, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records, on February 23, 2015 *** ****** 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.  *** ****** indicated that he read and accepted the Terms and Conditions when he submitted his order for processing. The checkout page also clearly indicates that *** ****** received an auto-delivery discount on his order. Please see the attached example of what *** ****** saw prior to submitting his order.  *** ****** was shipped his first order on February 26, 2015.

On March 11, 2015 *** ****** contacted Nutrisystem and indicated he wanted to cancel his program.   *** ****** was informed he would be charged for the discount he received on his first order ($76.49) if he chose to cancel his Auto-Delivery program before accepting and paying for his second order.  *** ******’s Auto-Delivery Program was cancelled and he was charged for the discount he received on his first order ($76.49). 

Nutrisystem is sorry that *** ****** was not satisfied with the program.  Nutrisystem has both a Money Back Guarantee and a Return Policy.   In order for our customers to take advantage of the Money Back Guarantee the customer must contact Nutrisystem within 14 days of delivery of their order and return the remaining non-frozen food back to Nutrisystem in order to receive a full refund (please see the Money Back Guarantee attached).   *** ****** is no longer eligible for the Money Back Guarantee but he is eligible to return the unused food products that he has under Nutrisystem’s 30 day return policy (please see the Return Policy attached).  If he would like to return any items under the 30 day Return Policy please have him contact Nutrisystem at ************** before March 29, 2015.  

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.  As indicated above this information is posted on the website and *** ****** indicated he agreed to the Terms and Conditions of the program when he submitted his order.  However, in the spirit of good consumer relations Nutrisystem has issued *** ****** a refund for the discount he was charged in the amount of $76.49.   *** ****** should see the credit applied to his account within 5-7 business days depending on his banking institution.  If *** ****** decides to contact Nutrisystem and return the unused food items that he has Nutrisystem will issue him the appropriate credit.  

If you have any further questions, please do not hesitate to contact me at 215-706-5321, or by email to *************************, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

3/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up three weeks ago for nutrisystem online and paid for the premium food option. It arrived a week later and I started the program. It is not for me and I called today to cancel. I understand that this would be a tedious process and after 15 minutes on hold with a repeat 'what a great program' recording, I spoke with a rep and told him I was cancelling. After being bombarded with questions as to why and other programs options mentioned, which yes, I get why, I said again I wanted to cancel because it was not for me. I was then told I would be charged $102.10 on my credit card and was immediately done so without hesitation as I received an email from my bank. I did not ask for a refund, nor do I feel I am owed, but I do not agree that 'now' I am charged for 'shipping' that I got free out of the goodness of their heart as I was told by the rep. I therefore would like this refunded back to me as I don't feel I should be penalized because I am stopping getting food, which is the only part of the program I used on the two weeks I actually ate the food. When the rep could see I was upset his response to me was, 'well your only other option would be to start another program', obviously this is blackmail and I won't have it, nor do I deserve it.

Desired Settlement: I would like the $102.10 refunded to be to consider the matter closed.

Business Response:

March 26, 2015

 

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: Mr. Joseph Hudach

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

      

Dear Mr. Hudach,

The complaint submitted by Ms. ****** ******* was received on February 20, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records, on February 20, 2015 Ms. ******* 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 Ms. ******* enrolled in the program.  Ms. ******* indicated that she read and accepted the Terms and Conditions when she submitted her order for processing. The checkout page also clearly indicates that Ms. ******* received an auto-delivery discount on her order. Please see the attached example of what Ms. ******* saw prior to submitting her order.  Mr. ******* was shipped her first order on February 23, 2015.

On March 11, 2015 Ms. ******* contacted Nutrisystem and indicated she wanted to cancel her program.   Ms. ******* was informed she would be charged for the discount she received on her first order ($102.10) if she chose to cancel her Auto-Delivery program before accepting and paying for her second order.  Ms. *******’s Auto-Delivery Program was cancelled and she was charged for the discount she received on her first order ($102.10).

Under the terms and conditions of the Auto-Delivery Program that Ms. ******* enrolled in Ms. ******* 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 Ms. ******* 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 Ms. ******* a refund for the discount she was charged in the amount of $102.10.   Ms. ******* should see the credit applied to her account within 5-7 business days depending on her banking institution.  We wish Ms. ******* 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,

Donna D*******

                                                                        Senior Corporate Paralegal

Cc: Denise B******

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.  Thank you.

Regards,

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

3/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered some Nutrisystem diet food. The order, which I worked out with the salesman, called for six food items per day (their recommendation) for 35 days. I should have received 210 food items at an average price of a little less than $2.00 per item, but I received only 140 at an average price of $2.41 per item. I originally thought the missing items were delayed because of a billing oddity. When I phoned to ask for shipment of the other 70 items, I was first told that I was too late (the order was place on 12/26/14 and I phoned on 2/21/15). When I said they were being unreasonable, I was offered 20 food items as settlement, which I refused. I have serious doubts about this outfit's integrity. Incidentally, their food isn't very good and you can work out a much better diet plan on your own. Simply buy boxed foods, read the labels carefully, and figure on eating 200 to 250 calories in six meals or snacks a day.

Desired Settlement: I would like them to keep their word. Another 70 items, half black beans and rice and the other half fettucini alfredo, with half a dozen cookies tossed in for the insult, would be adequate.

Business Response:

March 16, 2015

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

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

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

      

Dear Mr. ******,

The complaint submitted by Mr. **** ********* was received on February 25, 2015 and has been forwarded to me for response.

Nutrisystem records all calls for quality assurance and training purposes.    I have personally reviewed the call when Mr. ********* spoke to a Nutrisystem sales representative to place his order.  Mr. ********* contacted Nutrisystem via telephone after he indicated he was having trouble placing the order online.     Mr. ********* initially indicated he wanted an a la carte order with 35 days of food items with six meal occasions per day. The sales representative and Mr. ********* went through all of the food items Mr. ********* wished to purchase.  The sales representative totaled the order and provided him with the a la carte pricing which was $642.36.   When Mr. ********* indicated he did not want to spend that much the sales representative gave Mr. ********* the option to enroll 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 sales representative informed Mr. ********* that the best price he could give him was $339.98 which included the price of cancelling the Auto-Delivery, however that price only included one snack per day.   Mr. ********* agreed and the sales representative went over the price and terms and conditions of the order.   The order was placed for Mr. ********* and according to Fedex delivery records the order was delivered to Mr. ********* on December 31, 2014. 

On February 20, 2015 (more than 60 days after receiving his order) Mr. ********* contacted Nutrisystem indicating that Nutrisystem owed him 70 food items.   The customer service representative that spoke with Mr. ********* explained the plan that he was enrolled in only included one (1) snack a day.   The representative explained that Mr. *********’s order was outside of the 30 day return period and the call was transferred to a supervisor.   The supervisor tried to explain that Mr. ********* was sent the correct number of meal occasions based on the plan that he purchased.   As a compromise the supervisor offered to send Mr. ********* 20 additional items.   Mr. ********* declined the offer and indicated he was dissatisfied.  

The sales representative that spoke with Mr. ********* did not explain the program that Mr. ********* enrolled in properly.   Mr. ********* did not understand what he was purchasing based on his complaint.  We apologize to Mr. ********* for any confusion.  The Nutrisystem men’s program includes 6 (six) meal occasions per day which consists of Breakfast, Morning Snack, Lunch, Afternoon Snack, Dinner and Dessert.   Nutrisystem provides the breakfast entrée, lunch entrée, afternoon snack, dinner entrée and dessert.   The morning snack is not provided by Nutrisystem.  Our customers are required to add in fresh grocery items which include fresh fruit, vegetables and dairy.   The morning snack would include a fresh grocery item which is provided by our customers themselves.   The program that Mr. ********* purchased included five (5) meal occasions per day which consist of Breakfast, Morning Snack, Lunch, Dinner and Dessert.  Nutrisystem provides the breakfast entrée, lunch entrée, dinner entrée and dessert.  The Morning Snack would be a fresh grocery item.   Mr. ********* was provided with the correct number of food products based on the program he agreed to order and purchase.  However, the differences in the programs were not clearly explained to Mr. ********* when he placed his order.   Therefore, Nutrisystem will send Mr. ********* the additional items food products he requested at no charge to him.   Someone from Nutrisytem’s Customer Service Department will contact Mr. ********* within the next 2-4 business days to place his order.

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,

Donna D*******

                                                                        Senior Corporate Paralegal

Cc: Denise B******

3/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered nutrisystem because the website stated that I could cancel anytime. I did this but was charged $84 to cancel. They told me that it was because I signed up for auto delivery so the discount was not available if I didn't order the second order. The issue is that this was what I understood from their website advertising. They said that it is stated in the terms and condition on another page. I called customer service to see if they could help me because I did not have the money to pay for this "surprise" fee. I talked to the manager of the call center and was not offered any help but excuses as to why I had to pay an extra 84$ and send back the food that I now had paid full price for. The food is not that good and not that healthy either. The only thing this does is portion control. Go get a banana and water and that would be healthier than 1 nutrisystem meal. The FOOD is not HEALTHY it is high in sodium and the portions are small. You do not get to eat what you want and lose weight!I checked my order and the website and it does not discuss the auto delivery fee if you don't order the second month. Customer service said it was in the terms and conditions on a different page. I really was not happy with how they just said screw you give us our money and really did not care about the customer. Once they get you hooked all caring is gone.

Desired Settlement: I would like to get my $84 back and be able to leave the program as promised. I was told I was paying $279 for my food plan for 1 month and now they want more money because I could not afford a second month. I would not have signed up had I known about this issue.

Business Response:

March 16, 2015

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

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

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

      

Dear Mr. ******,

The complaint submitted by Ms.************ was received on March 4, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records, on January 28, 2015 Ms. ************ 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 Ms. ************ enrolled in the program.  Ms. ************ indicated that she read and accepted the Terms and Conditions when she submitted her order for processing. The checkout page also clearly indicates that Ms. ************ received an auto-delivery discount on her order. Please see the attached example of what Ms. ************ saw prior to submitting her order.  Ms. ************ was shipped her first order on January 29, 2015.

On February 19, 2015, Ms. ************ was sent an email indicating her second order was being processed for her.   On February 22, 2015 Ms. ************ delayed her second order until May 13, 2015 online.  Ms. ************ also contacted Nutrisystem via email and requested the cancellation of her Auto-Delivery Program.

Nutrisystem contacted Ms. ************ regarding the request for cancellation on February 23, 2015.  Ms. ************ was informed she would be charged for the discount she received on her first order ($84.99) if she chose to cancel her Auto-Delivery program before accepting and paying for her second order.  Ms. ************’s Auto-Delivery Program was cancelled and she was charged for the discount she received on her first order ($84.99). 

Under the terms and conditions of the Auto-Delivery Program that Ms. ************ enrolled in Ms. ************ 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 Ms. ************ 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 Ms. ************ a refund for the discount she was charged in the amount of $84.99.   Ms. ************ should see the credit applied to her account within 5-7 business days depending on her banking institution.  We wish Ms. ************ 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,

Donna D*******

                                                                        Senior Corporate Paralegal

Cc: Denise B******

3/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing today to express my deep disappointment with NutriSystem. I had signed up for my first month, and received the items. Soon after I became very sick and I ended up calling and talked to someone in the "counseling department". I informed them that I had a medical emergency and asked to cancel. The lady was very polite and strongly suggested that I just put it on hold, until things worked out on my end. I agreed to put it on hold until March and hope to order for April. Here it is February and I found out that I have a very serious illness in which in which my prognosis is very poor, and I may not be around in April. So today when I called to cancel, I was disappointed to find out that I would be charged almost $100.00 for canceling before my second order. I told the lady on the phone of my circumstances and that I tried to cancel earlier but was talked out of it. She had no sympathy for me. I thought that I was dealing with a reputable Stand-UP company that truly cared about people's health. I was wrong. I hope that whoever reads this will sleep well tonight, knowing that they are manipulating money from those who are very ill.

Desired Settlement: Unspecified

Business Response:

March 11, 2015

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

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

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

      

Dear Mr. ******,

The complaint submitted by Ms. ***** ***** was received on March 3, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records, on January 14, 2014 Ms. ***** 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 Ms. ***** enrolled in the program.  Ms. ***** indicated that she read and accepted the Terms and Conditions when she submitted her order for processing.   Ms. ***** was shipped her first order on January 14, 2015. 

On January 28, 2015 Ms. ***** contacted Nutrisystem and indicated she needed to delay her second order due to a family emergency.  Ms. *****’s Auto-Delivery was delayed until April 2, 2015.  

On February 23, 2015, Ms. ***** contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery Program.  The customer service representative informed Ms. ***** she would be charged for the discount she received on her first order ($96.99) if she chose to cancel her Auto-Delivery program before accepting and paying for her second order.  Ms. *****’s Auto-Delivery Program was cancelled and she was charged for the discount she received on her first order ($96.99). 

Under the terms and conditions of the Auto-Delivery Program that Ms. ***** enrolled in Ms. ***** was required to purchase two (2) orders in order to receive the discounted price that she received on her first order.  However, under extenuating circumstances Nutrisystem can waive the fee.   We are sorry that the representative that Ms. ***** spoke with was not sympathetic to Ms. *****’s condition.   Nutrisystem has since contacted Ms. ***** and informed her that a refund in the amount of $96.99 has been issued to her.  We wish Ms. ***** all the best.     

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

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

Cc: Denise B******

3/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I postponed my order, was sent anyway stating I signed 2 mo contract!! I signed nothing and read all fine print!! I received this as a gift from my father for one month, I went on line and cancelled future orders due to budget in the "manage future order" option online, received a text stating order would be sent on the 16th of month, called and was told would be charged $60 to cancel!! Mind you, all of this is on my fathers (who is on a fixed income) acct number!! I planned on staying with Nutrisystem had they not been so aggressive, and let me wait a week to transfer it to me paying!!

Desired Settlement: I feel they need to take responsibility for the stress they have placed on my elderly father, and not working with me!! I liked the program but am scared to give my card number to them now!! I want his money back!!

Business Response:

March 11, 2015

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

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

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

      

Dear Mr. ******,

The complaint submitted by Ms. ******** ******** was received on February 23, 2015 and has been forwarded to me for response.

Nutrisystem provides several different options to purchase the product including Auto-Delivery, Month to Month and A La Carte ordering. Please see attached. According to Nutrisystem’s records, on January 22, 2015 Ms. ******** 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 Ms. ******** enrolled in the program.  Ms. ******** indicated that she read and accepted the Terms and Conditions when she submitted her order for processing. The checkout page also clearly indicates that Ms. ******** received an auto-delivery discount on her order. Please see the attached example of what Ms. ******** saw prior to submitting her order.  Ms. ******** was shipped her first order on January 23, 2015.

On February 12, 2015, Ms. ******** was sent an email indicating her second order was being shipped to her on.   That same day, Ms. ******** went on to the Nutrisystem website and delayed her next order until February 16, 2015.   Please see the screenshot below from Ms. ********’s account (attached).

Ms. ********’s order was shipped to her on February 16, 2015.   That same day, Ms. ******** contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery Program.  Ms. ******** was informed that she would be charged for the discount she received on her first order ($68.99) if she chose to cancel her Auto-Delivery program before accepting and paying for her second order.  Ms. ******** agreed to remain on the Auto-Delivery program and her next order was delayed until March 16, 2015

On February 22, 2015, Ms. ******** contacted Nutrisystem and cancelled her Auto-Delivery Program.

According to ***** delivery records Ms. ******** received her second order on February 20, 2015.   Ms. ******** is eligible to return this order under Nutrisystem’s 30 day Return Policy. Please see attached.  If Ms. ******** would like to return the order please have her contact the Customer Service Department at Nutrisytem  (###-###-####) before March 20, 2015 to request a return authorization number.  

Under the terms and conditions of the Auto-Delivery Program that Ms. ******** 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 Ms. ******** indicated she agreed to the Terms and Conditions of the program when she submitted her order.  However, in the spirit of good consumer relations if Ms. ******** returns the second order within the 30 day return policy Nutrisystem will waive the charge for the discount she received on her first order ($68.99).

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

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

Cc: Denise B******

3/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently ordered the plan. After several weeks I have deceided that my weight loss issues need a more personal approach. When I called to cancel, I was informed I would be charged $102 for cancelling an auto order. When I ordered I read the quick terms they give, but did not see that I would be charged for cancelling. I went back in and review the terms more closely and there is one quick sentence that states I would be charged shipping and discounts. I feel this was not enough of a warning. Had I studied the text, most people don't, or been given some kind of agreement form to click and say yes I agree, I would not have ordered this product to try. There is no mention of this fee in any of their commercials or is it written clearly to warn customers of this. I feel it is unfair and while I can see returning some of the discounts, I see no reason why I should pay for shipping of a product that wasn't even closed to being shipped. They are taking advantage of people who are in vulnerable position in thinking this will help them better their lives. For me it turned out to be a psychological problem and loosing that $102 is a hardship and is causing me further mental anguish over my situation. One other note, the agent I spoke with at Nutrisystem was very rude to someone who was upset (at myself for failing, not her, which I stated)

Desired Settlement: Although I would like at least a partial refund, I suspect this company is too big to care about customer satisfaction. I would at least like to see them change their online ordering to include a pop up or warning that has to be checked to warn potential customers of this practice of charging people to cancel.

Business Response:

March 2, 2015

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

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

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

      

Dear Ms. ******,

The complaint submitted by Ms. ***** ******* was received in my office on February 20, 2015 and has been forwarded to me for response.

Nutrisystem provides several different options to purchase the product including Auto-Delivery, Month to Month and A La Carte ordering.  According to Nutrisystem’s records, on January 29, 2015 Ms. ******* 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 Ms. ******* enrolled in the program.  Ms. ******* indicated that she read and accepted the Terms and Conditions when she submitted his order for processing. The checkout page also clearly indicates that Ms. ******* received an auto-delivery discount on her order. Please see the attached example of what Ms. ******* saw prior to submitting her order.  Ms. ******* was shipped her first order on January 30, 2015.

On February 19, 2105 Ms. ******* contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery program.  Ms. ******* was informed she would be charged for the discount she received on her first order ($102.10) if she chose to cancel his Auto-Delivery program before accepting and paying for her second order.  Ms. ******* Auto-Delivery Program was cancelled and Nutrisystem attempted to charge Ms. ******* for the discount she received on her first order ($102.10).  However, Nutrisystem was unable to obtain the funds from Ms. *******’s credit card on file. Ms. ******* was never charged for the discount she received on her first order ($102.10).

We are sorry that Ms. ******* was not satisfied with the program and we wish Ms. ******* 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,

Donna D*******

                                                                        Senior Corporate Paralegal

Cc: Denise B******

3/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Claims at being risk-free, "cancel anytime", and "money back satisfaction guarantee" are false. I signed up, and was dissatisfied with the product. Rather than go for the money back guarantee, I opted to simply not purchase any more of their product. But somehow mysterious to me, I discovered that I was entered into a recurring delivery plan (which I don't remember signing up for!) Upon discovering this, I attempted to cancel my order, only to find that membership cannot be canceled online. After text chatting with a representative, they directed me to call Customer Support. Customer Support informed me that, as part of my agreement I would have to incur a $102.79 auto-delivery early termination fee, despite their claims at "Risk Free" and "Cancel Anytime". They hide in fine print that, you can only cancel anytime AFTER YOUR SECOND ORDER. Which can't be cancelled, and is auto-billed. This feels like a scam to me.

Desired Settlement: I don't care about the initial delivery, but I want the $102.79 penalty removed. Furthermore, I'd like them to cease dishonest business practices like saying one thing and then hiding limitations and penalties in fine print, to try and soak leaving customers for every dime.

Business Response:

February 27, 2015

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

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

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

      

Dear Ms. ******,

The complaint submitted by Mr. ***** ****** ****** was received in my office on February 18, 2015 and has been forwarded to me for response.

Nutrisystem provides several different options to purchase the product including Auto-Delivery, Month to Month and A La Carte ordering.  According to Nutrisystem’s records, on January 25, 2015 Mr. ****** 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 Mr. ****** enrolled in the program.  Mr. ****** indicated that he read and accepted the Terms and Conditions when he submitted his order for processing. The checkout page also clearly indicates that Mr. ****** received an auto-delivery discount on his order. Please see the attached example of what Mr. ****** saw prior to submitting his order.  Mr. ****** was shipped is first order on January 27, 2015.

On February 17, 2105 Mr. ****** contacted Nutrisystem and indicated he wanted to cancel his Auto-Delivery program.  Mr. ****** was informed he would be charged for the discount he received on his first order ($102.79) if he chose to cancel his Auto-Delivery program before accepting and paying for his second order. Mr. ******’s Auto-Delivery Program was cancelled and he was charged for the discount he received on his first order ($102.79). 

Under the terms and conditions of the Auto-Delivery Program that Mr. ****** enrolled in Mr. ****** was required to purchase two (2) orders in order to receive the discounted price that he received on his first order.  As indicated above this information is posted on the website and Mr. ****** indicated he agreed to the Terms and Conditions of the program when he submitted his order.  However, in the spirit of good consumer relations Nutrisystem has issued Mr. ****** a refund for the discount he was charged in the amount of $102.79.   Mr. ****** should see the credit applied to his account within 5-7 business days depending on his banking institution.  We wish Mr. ****** 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,

Donna D*******

                                                                        Senior Corporate Paralegal

Cc: Denise B******

3/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The website for ordering your month's worth of food defaults to auto delivery when you choose your specific meal plan. I had no idea that additional shipments were to be made. Also I didn't see where I was getting a discounted price at the time I placed my order over the phone and that if I didn't place another order the following month that I would be charged full price for the previously delivered food. I am now being charged for my "discounted " order in the amount of approximately $100+ I see on my email confirmation for my cancellation their policy. However when I was on the website initially it was not apparent. I placed my order with a rep over the phone and was not told of these conditions. It seems like a bait and switch tactic to me.

Desired Settlement: I want the amount they penalized me for for canceling. I do not have the exact amount as of this writing but it is approximately $100+. Thank you.

Business Response:

March 3, 2015

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

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

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

      

Dear Mr. ******,

The complaint submitted by Ms. ***** **** was received in my office on February 23, 2015 and has been forwarded to me for response.

Nutrisystem provides several different options to purchase the product including Auto-Delivery, Month to Month and A La Carte ordering. Please see attached. According to Nutrisystem’s records, on February 3, 2015 Ms. **** 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 Ms. **** enrolled in the program.  Ms. **** indicated that she read and accepted the Terms and Conditions when she submitted her order for processing. The checkout page also clearly indicates that Ms. **** received an auto-delivery discount on her order. Please see the attached example of what Ms. **** saw prior to submitting her order.  Ms. **** was shipped her first order on February 3, 2015.

On February 21, 2105 Ms. **** contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery program.  Ms. **** was informed she would be charged for the discount she received on her first order ($102.10) if she chose to cancel her Auto-Delivery program before accepting and paying for her second order.  Ms. ****’s Auto-Delivery Program was cancelled and she was charged for the discount she received on her first order ($102.10). 

Under the terms and conditions of the Auto-Delivery Program that Ms. **** enrolled in Ms. **** 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 Ms. **** 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 Ms. **** a refund for the discount she was charged in the amount of $102.10.   Ms. **** should see the credit applied to her account within 5-7 business days depending on her banking institution.  We wish Ms. **** 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,

Donna D*******

                                                                        Senior Corporate Paralegal

Cc: Denise B******

3/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered the Nutrisystem Basic Plan with Auto Delivery. Despite what the company has told me, you are unable to order online without selecting the Auto Delivery option. When I cancelled auto delivery due to satisfaction with the first shipment, I was charged $76.49 for canceling my order when the website clearly says that you can cancel anytime. To view their website where it says you can cancel at anytime, visit http://www.nutrisystem.com/****************************************************. Near the Order Now button on that page, you can click Auto Delivery and a popup will tell you more about it, saying the following "Auto-Delivery is the best option if you have 10 lbs. or more to lose: Stay on track with automatic shipping and billing 20% savings and FREE shipping† with each order Change, delay or cancel your order anytime Automated call or email reminder when your order ships" The † character indicates that there is some text in the footer of the page, that text reads "†Fast 5+ and free shakes with any 28-day program, first order only. An additional $30 discount will be applied to your first 28-Day Auto-Delivery order only with promo code." It clearly states that I can cancel my order at any time and the additional text does not indicate that any additional charges will be incurred. It is false advertising to not indicate that I will be charged if I cancel.

Desired Settlement: Despite my dissatisfaction with the entire product, I only want a refund of the money I was charged yet did not agreed to when signing up, $76.49.

Business Response:

February 27, 2015

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 *** ********* ****** was received in my office on February 20, 2015 and has been forwarded to me for response.

Nutrisystem provides several different options to purchase the product including Auto-Delivery, Month to Month and A La Carte ordering.  Please see attached.  According to Nutrisystem’s records, on January 26, 2015 *** ****** 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.  *** ****** indicated that he read and accepted the Terms and Conditions when he submitted his order for processing. The checkout page also clearly indicates that *** ****** received an auto-delivery discount on his order. Please see the attached example of what *** ****** saw prior to submitting his order.  *** ****** was shipped is first order on January 28, 2015.

On February 19, 2105 *** ****** contacted Nutrisystem and indicated he wanted to cancel his Auto-Delivery program.  *** ****** was informed he would be charged for the discount he received on his first order ($76.49) if he chose to cancel his Auto-Delivery program before accepting and paying for his second order.  *** ******’s Auto-Delivery Program was cancelled and he was charged for the discount he received on his first order ($76.49). 

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.  As indicated above this information is posted on the website and *** ****** indicated he agreed to the Terms and Conditions of the program when he submitted his order.  However, in the spirit of good consumer relations Nutrisystem has issued *** ****** a refund for the discount he was charged in the amount of $76.49.   *** ****** 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 *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        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.

2/25/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up to try out this service and just wanted to see how it went over one month. They advertised their price per meal and I thought it was reasonable so I signed up. After an attempt to cancel, they informed me that there was a minimum of 2 orders to receive some discount they said they gave me. That's hundreds of dollars and I was just wanting to try it out. This was not clear at all when signing up. Now I have to pay $109 to cancel from a service I was just testing out. Between that and not having an option to cancel my service online without waiting and then talking to a representative, I'm extremely unlikely to recommend them to anyone I know. It's disappointing because I was planning on continuing the service and liked the company/product but wanted to do it on my own terms. Very disappointing. Just for the record, I work in web development and understand contracts. This was not well explained and should be revised so that people don't fall into this trap.

Desired Settlement: I just wanted to pay the advertised price to try out a service. Now I want the $109 fee for canceling the service back.

Business Response:

February 23, 2015

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 **. ****** ****** ******* was received in my office on February 5, 2015 and has been forwarded to me for response.

Nutrisystem provides several different options to purchase the product including Auto-Delivery, Month to Month and A La Carte ordering.  According to Nutrisystem’s records, on January 22, 2015 **. ******* 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.  **. ******* indicated that he read and accepted the Terms and Conditions when he submitted his order for processing. The checkout page also clearly indicates that **. ******* received an auto-delivery discount on his order. Please see the attached example of what **. ******* saw prior to submitting his order.  **. ******* was shipped is first order on January 22, 2015.

On February 4, 2014 **. ******* contacted Nutrisystem and indicated he wanted to cancel his Auto-Delivery program.  **. ******* was informed he would be charged for the discount he received on his first order ($109.60) if he chose to cancel his Auto-Delivery program before accepting and paying for his second order.  **. *******’s Auto-Delivery Program was cancelled and he was charged for the discount he received on his first order ($109.60). 

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.  As indicated above this information is posted on the website and **. ******* indicated he agreed to the Terms and Conditions of the program when he submitted his order.  However, in the spirit of good consumer relations Nutrisystem has issued **. ******* a refund for the discount he was charged in the amount of $109.60.   **. ******* 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 *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        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,

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

2/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Nutrsystem offered 40% discount off all orders. I spoke with (Carol) who consulted with her Manager and confirmed the offer was valid. Carol asked me to select a plan from the basic plan for $259.00; core plan $279.99. After consulting with her Manager I went ahead and placed the order for the Core plan for $279.99, however, after 1 hour and 17 minutes on the phone and after selecting my choice of meals, Carol and her Manager suddenly changed the price from $279.99 to $424.95. Carol then hung up the phone when I asked to speak to a Manager to protest the change and wasting my time. I called back and was eventually put on to Michelle (Supervisor). She informed me that Carol's Supervisor Jesse was in a meeting and would call me back. However, it was Supervisor (Heather) who called and essentially apologized for the 'confusion' of the call. I explained that I am a reasonable intelligent woman and their was no confusion, I asked Carol for the Plan prices, she gave them to me and I decided on one and placed my order, SIMPLE. This would mean at 40% off the Core plan for $279.99, I would pay ($279.99 - 111.96)= $168.03. Carol left me on hold for 17 minutes to get a 'code' to apply the discount. She finally returned and asked for my payment information but when I asked her how much was the total she informed me that it was $254.99. I queried that price and she informed me that her Manager told her she had to charge $424.95. At NO time was another amount discussed.Now,I want to be clear, Carol was always aware of the plan I chose and when she returned to the phone made absolutely NO effort to inform me of the price change only AFTER I asked that she told me.I think this was sly, dishonest and slimey. Heather offered me a $30.00 discount still proffering the stupid excuse that even she was confused. I refused this because the price was mis represented, as I say I wasn't confused. I am requesting that the BBB address this and that NUTRISYSTEM be honest and charge for only the price offered for $279.

Desired Settlement: That Nutrisystem admit that they mis quoted the price and that I be given the 40 % off the $279.00 price plan.

Business Response:

February 23, 2015

Better Business Bureau

Of Metro Washington DC and Eastern Pennsylvania

Attn: Alyssa Raiche

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

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

      

Dear *** ******,

The complaint submitted by **. **** ******** was received in my office on February 11, 2015 and has been forwarded to me for response.

According to Nutrisystem’s records, on February 10, 2015 *** ******** contacted Nutrisystem via telephone regarding a promotional offer that she had seen for Nutrisystem.  The offer that *** ******** indicated she saw was for 40% discount off all orders.  According to Nutrisystem’s records, *** ******** spoke to multiple representatives on February 10, 2015.  It appears that there was a misunderstanding between *** ******** and the representatives that she spoke with. It appears that *** ******** believed that the 40% off was calculated based on 40% off of $279.99 which was not the case.    *** ********’s call was eventually escalated to supervisor for a return call.   A supervisor contacted *** ******** and informed her that the 40% discount was calculated based on the Full Retail Value of the program which was $424.95.   This would give *** ******** a price of $254.99. Please see the attached screenshot from the Nutrisystem webpage which shows the Full Retail Value and the price of $254.99. In addition to the 40% off price the supervisor offered to give *** ******** an additional $30.00 off of her initial order which would give *** ******** a price of $224.99 for her initial order.    *** ******** declined the offer and no order was placed for *** ******** at this time.

We are sorry for any misunderstanding that occurred when *** ******** attempted to place her order.    Nutrisystem records all calls for quality assurance and training purposes and will be reviewing the calls when *** ******** spoke with Nutrisystem.   Nutrisystem cannot offer *** ******** any additional discounts at this time.  However, if *** ******** would like to take advantage of the $224.99 discounted price that she was provided she can contact Nutrisystem at ###-###-####. 

If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

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:

Nutri System,

Thanks for your response. I would like to point out that their was NO MISUNDERSTANDING. I asked your staff a SPECIFIC question and was given SPECIFIC responses. I informed your staff that I received a 40% offer off ALL ORDERS;. She initially did not have a clear knowledge of whether she could a) give me the 40% discount because that offer did not show up in her system; b) secondly she was also not sure whether she could take the order over the telephone; c) thirdly, she was not sure of what went along with the discount...e.g. one week free food; Fast 5 etc.   

 My next question was, WHAT ARE THE PRICES FOR THE PROGRAMS? I was told $259.00 for the Basic, $279.99 for the Core. I asked what was the difference between the two programs and the staff informed me that in the Basic program, I could not SELECT my own foods but rather, it was pre packaged, however, in the Core Program for $279.99, I could SELECT the foods I wanted. I CHOSE the $279.99 package.

Before going any further the staff informed me that she needed to speak with her Manager, she then put me on hold for several minutes and went to have a discussion with her Manager (In fact she had more than one consultation with her Manager about my order during my very lengthy call). She eventually returned with the news that her Manager informed her that she could take the order over the phone etc. I again asked her what was the cost and she again told me $279.99. I calculated that 40% of $279.99 is $111.96. My cost would then be $168.03.

Now, I noticed you signed your email as 'Senior Corporate Paralegal'. Well, I am an Attorney and I like SPECIFICS. I wanted SPECIFIC answers and to ensure I DID NOT MISUNDERSTAND, I called and spoke to your staff rather than completing the order online. I assume that a trained professional would have knowledge of what she was doing. It seems, I assumed incorrectly because AFTER REPEATEDLY asking the price of the program and being told REPEATEDLY that the Core was $279.99. Right after completing my order, the staff informed me that she had to speak to her manager about putting in the right code that would enable the 40% discount. I waited for sometime and then she came back on the line and asked for my credit card number and I asked what was the amount, it was ONLY THEN she told me it was $242.00. I then told her what my calculations were, she in turn informed me that her Manager told her the full fee of $424.95 had to be charged.

I want to be very clear, the staff was VERY FURTIVE, one would expect the staff would inform me of the price that she was going to charge to my card but she chose not to, rather she asked for my card number instead. When I asked her what was the amount and she told me $254.00 I queried that and reminded her that she QUOTED $279.99, she actually fumbled (LISTEN TO THE RECORDING OF THE CONVERSATION) before telling me her Manager said it was $424.95.

Nutri System is COWARDLY and is NOT taking ANY RESPONSIBILITY for what transpired with what appears to be an untrained staff and equally untrained or deceptive Manager. I want to be VERY CLEAR, I did not have a MISUNDERSTANDING, rather your staff MISLED me by providing me with  AN INCORRECT PRICE QUOTATION. That is called DECEPTION. Even when she realized she had quoted me A price (based on that I proceeded to waste an hour placing an order based on FALSE PRICING), rather than coming back on the phone and explaining that she had quoted me the wrong price and to check if I wanted to still continue, she did not give me that courtesy but rather asked for my card to charge it. WHAT DO YOU CALL THAT KIND OF BEHAVIOR? There are lots of competition ...Jenny Craig etc... in the market and I can take my business elsewhere, I do not have time for false advertising and promotions and INCOMPETENCY. Take responsibility for what your staff did and let's listen to that recorded conversation together.
BBB I am asking that you publicly put this complaint on your site for others to know about this company.

**** ********
LLB LLM

Regards,

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








2/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered the 28 day diet that they promote will guarantee you to lose 5 lb in 5 days. That did not happen, but I continued to try the diet since the plan is for 28 days until I completed it in the hopes that their advertising and weight loss plan would actually work. At the end or the promotion I had not lost even 1 lbs. and I followed it completely as directed. After being billed again for another month of the plan, I then called to cancel. They said there is a $84.99 cancellation fee and that I should have called within 14 days. The original price I paid was a "promotional" price that was good for only 14 days. Why would anyone sign up for a 28 day program and not give it the full chance to work unless they were getting sick from the food they are selling? Since the program obviously is being falsely advertised as a way to lose weight in 28 days and does not work. They are scamming customers into trying it and then once it fails they bill them an undisclosed cancellation fee. They really must be hurting financially to come up with such a scheme. I also wrote and complained to Aetna Insurance Co. who is promoting them along with others as a way to deal with weight loss that their current promotion is a scam and that should not be promoting this company.

Desired Settlement: why should they profit from a program that does not work and they know it? If it really did work, they would stand behind a full 28 day refund guarantee. If you try it for a full month and it does not work, they will refund your money back. That is what a reputable company that stands behind their product would offer. They know people are trying them because they really want to lose weight and will give it the full 28 days, and Nutrisystems knows it does not work which is why they only offer a refund at 14 days instead of 28 days. They are scamming people and I fell victim to it They should not have charged another $84.99 to cancel a scheme that does not work. Had it worked, I would not mind paying it, but they really are promoting a scam pure and simple. I know they will not admit it, but they are scamming people.

Business Response:

February 12, 2015

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 28, 2015 was received in my office on January 29, 2015 and has been forwarded to me for response. 

According to Nutrisystem’s records, on December 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 he read and accepted the Terms and Conditions when he submitted his order for processing. The checkout page also clearly indicates that *** ************ received an auto-delivery discount on his order. Please see the attached example of what *** ************ saw prior to submitting his order. *** ************ was shipped his first order on December 30, 2014. 

On January 19, 2015 *** ************ was sent an email indicating that his second order was being processed for him.

On January 23, 2015, *** ************ contacted Nutrisystem to cancel his Auto-Delivery Program.  *** ************ was informed that he would be charged for the discount he received on his first order ($84.99) if he chose to cancel the program before accepting and paying for his second order.   *** ************’s account was cancelled and he was charged $84.99 in accordance with the terms of the Auto-Delivery Program. 

The Nutrisystem program has helped millions of people lose weight for over 40 years and is backed by scientific evidence.  That is why Nutrisystem is able to offer both a money back guarantee and has a 30 day refund policy 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 (please see attached).  Under the 30 day Return Policy Nutrisystem clients can return any unused food products they have within 30 days of receiving their order for a refund (please see attached).     However, Nutrisystem cannot guarantee that our customers will lose weight as we cannot verify whether our clients have adhered to the program.   We are sorry that *** ************ was not satisfied with the program.   In the spirit of good consumer relations Nutrisystem has issued *** ************ a refund for the discount he was charged in the amount of $84.99.  *** ************ 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 about this, please do not hesitate to contact me at ###-###-####, or by email to *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

2/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The company continues to spam me, using multiple e-mail addresses of origin so it is impossible to block the messages. The advertising company they employ is notorious for such practices.

Desired Settlement: No more messages from this company.

Business Response:

January 30, 2015

Better Business Bureau

of Metro Washington DC and Eastern Pennsylvania

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Attention:  Ms. ****** ******

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

Dear Ms. ******,

The complaint filed by Ms. **** ******* was received on January 13, 2015 and has been forwarded to me for response.

After reviewing Ms. *******’s complaint I contacted our Customer Service Department to determine if they had a listing for Ms. ******* or her email address *********************.  Ms. *******’s email address is not registered with Nutrisystem and Nutrisystem has no profile for Ms. ******* in its database.   Based on the information that Ms. ******* provided, it appears that she received an email from a third party which contains some type of Nutrisystem promotional offer. 

Nutrisystem takes spam emails and the sending of them very seriously.  Nutrisystem is unable to determine the origin of the emails from Ms. *******’s complaint, but if Ms. ******* could forward the actual emails to me, we would be in a better position to determine who the third party is that is sending them.   In the meantime, Nutrisystem has placed Ms. *******’s email address on its own “Do Not Email” list.

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

         Sincerely,

                                                                       

         Donna D*******

         Senior Corporate Paralegal

         Nutrisystem, Inc.

2/8/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase at Nutrisystem.com on January 5, 2015 in the amount of $199.99 to set up monthly delivery of food supply. Order was delivered to my home on January 10, 2015 around 4:45pm. I proceeded to unload the box when I noticed that less than half of my order was missing, however, the SIGNED packing slip stated that all of the order was in the box. I was to receive 21 Dinners, 21 Lunches, 21 Breakfast and 21 Snacks, but only received: 11 Dinners, 9 Lunches, 0 Breakfast and 0 Snacks.

Desired Settlement: Would like a full refund in the amount of $199.99

Business Response:

January 26, 2015

Better Business Bureau of

Metro Washington DC and Eastern Pennsylvania

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

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re:  ******** *****, ID ********

Dear Ms. ******,

The complaint filed by Ms. ******** ***** on January 10, 2015 was received in my office on January 13, 2015 and has been forwarded to me for response. 

According to Nutrisystem’s records, Ms. ***** enrolled online in the Nutrisystem® Program for Women with Auto-Delivery on January 5, 2015.  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. The Program that Ms. ***** purchased should have included 21 Dinners, 21 Lunches, 21 Breakfast items and 21 Snack items.  The Nutrisystem Fast 5™ kit should also have been included with her order.  Ms. ***** was shipped her first order on January 7, 2015. 

On January 10, 2015 Ms. ***** went online and delayed her next Auto-Delivery order until February 2, 2015. 

On January 12, 2015, a Nutrisystem Representative responded to a post that Ms. ***** made on ******** indicating that she did not receive the products she ordered.   The Customer Representative shipped a new order to Ms. ***** on January 12, 2015 at no cost to Ms. *****.  In addition, the Customer Representative applied a $50.00 coupon to Ms. *****’s account to be used for her next order which is due to be shipped to her on February 2, 2015.  We believe any issues with Ms. *****’s order have been resolved and we wish her continued success with the Nutrisystem® program.

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

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

1/31/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In the last few days I have been receiving a significant amount of Spam via email. One of the Spams was sent by Nutrisystem. I have never visited the Nutrisystem web site or requested information from Nutrisystem. I contacted Nutrisystem. Emily told me that they purchased my email address from another company and agreed to remove my name from the Nutrisysytem email list. This is OK but I requested the name of the company that Nutrisystem purchased my email address from so that I can remove my address from all similar marketing lists. She told me that she did not have this information.

Desired Settlement: I would like to receive the name, phone # and email of the company that Nutrisystem purchased my name from so that I can contact them directly in order to have my name removed from their list.

Business Response:

January 20, 2015

Dear *** ******,
The complaint filed by *** ******** ****** was received on January 8, 2015 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 jonathan203)comeast.net. *** ******'s email address is not registered with Nutrisystem and Nutrisystem has no profile for *** ****** in its database. Based on the information that *** ****** provided, it appears that he received an email from a third party which contains some type of Nutrisystem promotional offer.

*** ****** originally contacted our Customer Service Department and spoke with Ms. Emily D******, Unfortunately, *** ****** was misinformed by Ms. D****** that Nutrisystem purchases email addresses from other companies. We apologize that *** ****** was provided with this incorrect information. When learning this, Mr. Tom T*****, (Ms. D******'s supervisor) contacted *** ****** explaining how third parties send emails to their own customers containing Nutrisystem promotions. We have called and emailed (with his permission) *** ****** to request a copy of the email he received. As of the date hereof, we have not received anything from *** ******.
If *** ****** can forward the email to me or the Customer Service associate who has been i. working with him, we would be in a better position to determine the identity of the third party. .. 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,

Denise B

Senior Director Legal & Corporate Compliance

1/31/2015 Problems with Product/Service | Complaint Details Unavailable
1/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: It is advertised "Moneyback Guarantee" if unsatisfied with their product or services with in 14day. I contacted the company on the 5th day after placing the order. The food delivered was not what I had chosen on the site, my package was also initially lost. I was charged another fee to cancel my subscription and was not refunded my money as guaranteed. I was advised the additional charge was due to the benefits I received when initially signing up. The guarantee is clearly a scam.

Desired Settlement: I'd like all my money back as advertised since I was under the 14 days and unsatisfied with the company.

Business Response:

December 31, 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 December 11, 2014 was received in my office on December 12, 2014.  I apologize for the delay in response, the email was delivered to my SPAM folder in error. 

According to Nutrisystem’s records, on December 1, 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 receive on their first 28-Day program delivery.  **. ****** was shipped her first order on December 4, 2014. 

  On December 9, 2014 **. ****** contacted Nutrisystem and indicated she did not receive the order that was shipped to her.   The customer service agent she initially spoke with apologized and offered to have the order reshipped to **. ******.   **. ****** agreed and a new order was placed for **. ******.   **. ****** contacted Nutrisystem about an hour and a half later and indicated she did not want the order that was being shipped to her and she requested that her Auto-Delivery program be cancelled.   The Customer Service Representative she spoke with cancelled the order that was in the process of being sent to **. ****** and cancelled her Auto-Delivery program.   The Customer Service Representative also charged **. ****** for the discount she received on her first order ($84.99). 

Nutrisystem apologizes to **. ******.  **. ****** should have received a full credit under the Money Back Guarantee and should not have been charged for the discount she received on her first order ($84.99).   Nutrisystem issued **. ****** a full credit in the amount of $295.77 on December 29, 2014.   **. ****** 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 about this, please do not hesitate to contact me at ###-###-####, or by email to *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

12/27/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a nutrisystem plan on the same day as my husband. My husband was told by a customer service representative on the telephone that if we did not keep the plan, we could return the food ite** within 2 weeks and receive a total refund of our charges. I was also assured by a Counselor that the program would work for me, even though I am on hormone medications. The food was terrible, some of it was actually stale, caused constipation, and the weight loss was not as promised. We returned our food ite**, covering a full 2 weeks. My husband finally received a credit to his card, minus $85+ and was told he was charged for the food which was not returned, contrary to what he had been told previously. I had heard nothing from Nutrisystem, even though my food was returned on the same day. I contacted them several times over the past few days and the recording would simply hang up on me, and today, I was screamed at by a Customer Service Representative, hung up on, and could not get any satisfaction. The only thing I was told--I did not return 2 weeks of food, which I did, I counted all the ite**, and that I was credited for $139.83 on my ******** Card on November 15, 2014. There is no credit on my card. I sent 2 emails to Nutrisystem today. This company has a horrible "customer service" and does not live up to its advertising. I need to get my credit, and I need to talk to a supervisor(I was not referred as requested) about the original information give to my husband regarding a full refund, if the food and weight loss were not up to standards which they advertise. My husband also made several calls and was rudely treated on the telephone when he explained the "full refund" promise made. Order No. ********* and *********

Desired Settlement: I wish to receive a full credit on my ******** Card as promised, and my husband should receive a refund on his credit card also based upon what he was told when ordering.

Business Response:

December 15, 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 November 26, 2014 was received in my office on December 2, 2014 and has been forwarded to me for response. 

According to Nutrisystem’s records, on October 9, 2014 **. ****** and *** ****** 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.  **. ****** and *** ****** were both shipped their first orders on October 20, 2014.   According to ***** delivery records, both **. ****** and *** ******’s packages were delivered on October 22, 2014.

On November 10, 2014 **. ****** and *** ****** contacted Nutrisystem and requested to cancel their Auto-Delivery Program.   They also requested to return their unused food products for a refund.   Both **. ****** and *** ******’s Auto-Delivery programs were cancelled and they were each issued a return authorization number to return their unused food products for a refund. 

On November 19, 2014 *** ****** was issued a partial refund in the amount of $204.55 for the unused food products he returned.  

On December 3, 2014 **. ****** was issued a partial refund in the amount of $139.83 for the unused food products she returned.

Nutrisystem has both a Money Back Guarantee and a Return Policy.   In order for our customers to take advantage of the Money Back Guarantee the customer must contact Nutrisystem within 14 days of delivery of their order and return the remaining non-frozen food back to Nutrisystem in order to receive a full refund (please see Money Back Guarantee attached).   In order to return unused food products under the Return Policy, Nutrisystem customers must contact Nutrisystem within 30 days or receiving their order and return the unused non-frozen food products for a refund (please see Return Policy attached). 

**. ****** and *** ****** contacted Nutrisystem to return their unused food products for a refund on November 10, 2014.  This was 19 days after each of their orders were delivered to them (see ***** delivery receipts attached).   **. ****** and *** ****** returned their unused food products on November 19, 2014 and were issued the appropriate credits in the appropriate time frame in accordance with Nutrisytem’s Return and Refund Policies (please see both policies attached).   We are sorry that **. ****** and *** ****** were not satisfied with the program, but Nutrisystem cannot issue them any additional credit.   We wish **. ****** and *** ****** continued success with their weight loss goals.  

If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

12/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Company advertised 50% off on website. - http://www.nutrisystem.com************************ - When I went to purchase the product it did not come up 50% off. I talked to customer service through "chat" and she offered all kinds of plans but said she could not honor the 50% price as advertised. She explained there was a "display problem". This was hours ago, and checking again, the same advertisement is still up. Isn't this illegal, or at least quite unethical? Additionally, because I couldn't sign up for the program at the 50% off price, I was unable to sign my son up and save an additional $50 on the Family Plan.

Desired Settlement: I would like the company to honor what is advertised. I would like to purchase the product at the 50% off price and sign my son up for the Family plan in addition to this. Men's Program $462.45 Auto-Delivery Discount [20.0 Percent Off]: -$92.49 Shipping Charges: (Free shipping with 28-Day Auto-Delivery order in Continental U.S.) $0.00 Sales Tax: $0.00 $369.96 By submitting my order, I have read and accepted the Terms and Conditions. Secure Server (The above is what I encountered when trying to check out.) The total amount should have been $231.23 - half of the $462.45 price.

Business Response:

November 24, 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 **. *** ***** was received in my office on November 10, 2014 and has been forwarded to me for response. 

Nutrisystem has reviewed the link that *** ***** provided in her email (https://www.nutrisystem.com/***********************).   This link did not resolve to a Nutrisystem page which had a 50% off offer.  This link resolved Nutrisystem’s homepage where our clients can get started on the program.  Attached are screenshots of the page that this link resolved to. 

It is unclear where *** ***** viewed the offer for 50% off.   Please ask *** ***** to provide a screenshot of the actual page (including the URL) where she saw the offer so that Nutrisystem can review the advertising.

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

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

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 have learned a lot through this process.

I have the "chat log"  from my conversation with the representative, however, I did not take a screen shot.  I provided the link which has now somehow changed from what it was when I saw it.  My daughter also saw the same page and offer.  The representative I spoke with had referred to their being a "display error."  Obviously this is not uncommon?  What is a display error?  I will attach the conversation I had with the Nutrisystem representative:

An agent will be with you in a moment. Be sure to ask about our discounts for friends and family members!

You are now chatting with Isabella.

Isabella:  Hello. I am a Nutrisystem representative who specializes in helping online customers. May I have your email address to better assist you?

*** ******  ********************

Isabella:  Hi, ***!

Isabella:  Thank you for sharing your email address. What brings you to Nutrisystem Live Chat today?

*** ******  The email I responded to order stated 50% off, however, when I go to check out it is not 50% off?

Isabella:  Could you please copy and paste your order summary in this chat so that I can check it for you?

*** ****** 
Men's Program
$462.45
Auto-Delivery Discount [20.0 Percent Off]:
-$92.49
Shipping Charges: (Free shipping with 28-Day Auto-Delivery order in Continental U.S.)
$0.00
Sales Tax:
$0.00
Grand Total:
$369.96


By submitting my order, I have read and accepted the Terms and Conditions.

Secure Server

Isabella:  Thank you for the details.

Isabella:  Please wait for a moment while I check that for you.

Isabella:  Thank you for waiting. Just to confirm, did you receive email for $50 off or 50% off?

*** ******  $50 off, however, when I click on the site, it shows:            (The email was titled:  Patrice, Try our frozen foods and save $50.)

*** ******  HURRY—FINAL DAYS ARE HERE
Get up to
50% off

With 28-Day Auto-Delivery plans †
Choose your plan to get started:
Women's
Men's
Diabetes

Isabella:  It should be $50 off.

Isabella:  You're not getting the correct promotion. However, that's not a problem. I'll help you apply correct promotion on your order.

Isabella:  Please note that you'll get $50 off on top of our current promotion.

*** ******  But the actual site shows 50% off

Isabella:  It could be due to display error. I apologize for the inconvenience caused.

Isabella:  Let me send you a link for $50 off and I'll assist you step by step to apply that promotion on your order.

*** ******  I don't want the $50 off. I would like the 50% off promotion as advertised on the site.

Isabella:  I am sorry; the 50% off promotion isn't available.

Isabella:  You'll get $50 off on top of our Fast5 promotion.

Isabella:  With our Fast5 promotion, you'll get around 35% off on the full retail value and you'll get one week Fast5 kit plus Free shakes for 7 days.

Isabella:  Let me share more information on that.

Isabella:  Your first 28 days of order will include one week of Fast5 Kit which includes 7 days of specially selected breakfast, lunch and dinners. It also includes two FREE chocolate shakes for 7 days: EnergiZing shakes designed to boost your metabolism and Craving Crusher shakes designed to satisfy your hunger cravings.

Isabella:  The 7 days Fast Five kit contains one week of pre-selected foods that are specially selected to help you reach a five pound weight loss in the first week. You need to start your program with the Fast5 kit and you need to incorporate the free shakes along with the Fast5 program. You can generally expect to lose five pounds by following the Fast Five kit during your first week of weight loss. Thereafter, you will transition into the regular plan and with that you can generally expect to lose 1-2 pounds per week on Nutrisystem.

*** ******  What would the total price be?

Isabella:  Please wait for a moment while I check that for you.

Isabella:  Thank you for waiting. Your time and patience is highly appreciated.

Isabella:  Men's Core plan costs $309.99 per month with our Fast5 promotion; however, you'll get an extra $50 off on your first order, so you'll be charged just $259.99 for the first month.

Isabella:  From next month onwards, you'll be charged $309.99 per month.

*** ******  I am disappointed that your site shows one thing and when trying to actually get the offer it's been switched to something else? Might I ask is this common practice?

Isabella:  I apologize for the inconvenience caused to you. You might be facing the display issue. I'll pass your feedback to concerned department and please be assured that we'll work on it.

Isabella:  It's not a common practice and not a true reflection of our service.

Isabella:  Let me send you a link for $50 off.

The agent is sending you to http://www.nutrisystem.com/holiday.

Isabella:  Please click on the above link and let me know if it worked for you.

Isabella:  Please leave this chat window open and stay connected, so that I can assist you in a best possible way to complete the order successfully.

*** ******  I think you've answered my questions. Basically, you don't honor the offer advertised.

Isabella:  Okay. Let me clarify that.

Isabella:  We do not have any such promotion which gives you upto 50% off. We have $50 off first order promotion and I can help you with that.

Isabella:  You might have seen that on your page due to display issue.

*** ******  Okay. Thank you.

Isabella:  I can understand that must make you feel upset. I would have been pretty upset in that situation, too.

Isabella:  Please click on the above link, select your plan and proceed with your order.

Isabella:  Let me know once you're on Personal and Shipping information page to further assist you.

*** ******  Thank you.

Isabella:  You're welcome!

Isabella:  Were you able to reach to personal and shipping information page after selecting your plan?

*** ******  No, thank you. I'm unsure what I am going to do.

Isabella:  I apologize for the inconvenience once again and we understand your patience and understanding in this matter.

Isabella:  We cannot give you 50% off but how about if I provide you 40% off promotion.

Isabella:  We have 40% off plus one week free promotion wherein you can get Men's Core plan for $284.99 per month and you'll get one week of extra free food with your first order. However, Fast5 and $50 off on the first order isn't included with this offer but the benefit is that you'll pay $284.99 each month as long as you're on the plan.

Isabella:  The best I can do is offer you $30 discount coupon for your first order on top of $284.99 price with 40% off plus one week free promotion.

Isabella:  How does that sound?

*** ******  I'm sorry. I'm unsure what I am going to do. Thank you.

Isabella:  That's alright. Not a problem. You can think over it and come back online later. We're here to help you! Please note that we can only provide you $30 discount coupon for your first order if you order with our default Fast5 promotion or 40% off plus one week free promotion as two discount offers and promotions cannot be combined.

Isabella:  If you decide to order with Fast5 plus $50 off first order promotion, we won't be able to provide you any additional coupon.

Isabella:  I hope that helps. You can contact our call center to check with them and know more about our different promotions and discount. They will provide you the best possible option.

Isabella:  You can contact our call center on ###-###-####. They are available between Monday to Sunday, 7AM - 12AM EST.

Isabella:  Would there be anything else I can assist you with?

*** ******  No, thank you.


I am a little confused at this point.  I just want what was advertised. 


Regards,

*** *****









Business Response:

December 4, 2014

Dear *** ******,
The response from *** ***** was forwarded to me for response.
It appears from *** *****'s response that she received an email promotion for $50 off and clicked on a link which brought her to a 50% off web page. I am not sure if *** ***** has ever visited the Nutrisystem webpage before, but depending on her browser history she may have landed on an outdated promotional page. I believe that is what the representative meant when she said “display error”. I cannot verify exactly what *** ***** saw as she did not take a screenshot. I have verified with our eCommerce Department that the last time we offered the 50% off promotion was on Labor Day.
Nutrisystem contacted *** ***** on November 26, 2014 to inform her that Nutrisystem is running the 50% off promotion again beginning Black Friday (November 28, 2014) through Cyber Monday (December 1, 2014). In addition, the Customer Service Representative provided *** ***** with her personal contact information should she encounter any other problems.
If you have any further questions, please do not hesitate to contact me at ###-###-####, or by email to ***********nutrisystem.com, or you may write me at the address set forth above.
Sincerely,
Donna D

Senior Corporate Paralegal

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,

*** *****

12/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Nutrisystem on 11/6/2014 online for the advertised monthly rate of $254.99. I was billed $279.99 and received an email stating that would be my monthly rate. When I called customer service I was transferred between 3 representatives who all had multiple reasonings behind my charge. First I was told I signed up for the wrong program, then I was told the $254.99 price was a data error, and finally that I would have to send in a coupon every month to receive the rate adversited. The representative was rude and had no interest in assisting me. I requested to speak with a manager who was very pleasant (Doreen) and didn't seem to understand why I was given all these excuses. She quickly changed my rate and confirmed I would receieve the $254.99 rate going forward. On 11/18/2014 I called in to cancel my order due to dissatisfaction with the product. I was told I would receive a full refund for canceling within the grace period. The represenative stated I would receive an email after our call confirming the cancelation with a cancelation number. As of 11/20/2014 I still had not received an email so I sent a follow up email to the customer service department. The program was never canceled and was processed today. I was advised in the email "that if you are cancelling before you received your second consecutive program order, your payment method will be charged for the auto delivery discount you received on your first order, and shipping charges." This was never explained over the phone call with the customer serivce represntative who "supposedly" canceled my account on 11/18.

Desired Settlement: Overall I am highly dissatisfied with the service I received from the customer service team at Nutrisystem. I would like to be refunded the above charge for the auto delivery discount.

Business Response:

November 26, 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 November 20, 2014, was received in my office on November 20, 2014 and has been forwarded to me for response. 

**. ****** enrolled in the Nutrisystem My Way Women’s Core Auto-Delivery Program via the Nutrisystem website on November 6, 2014.  According to Nutrisystem’s records **. ****** clicked on an offer for the Nutrisystem program where she was charged $279.99.   This price included an auto-delivery discount of 20% off of the regular program price, an introductory discount of $59.97, a free week of Fast 5 and free shipping. **. ****** was sent an email confirming her order shortly thereafter.  .

**. ****** contacted Nutrisystem later that day indicating that she believed that her monthly charge would be $250.00 rather than the $280.00 month that was indicated in the confirmation email she received.  **. ******’s call was escalated to supervisor who applied an additional discount to **. ******’s account to give her the $254.99 price. **. ******’s order was shipped on November 7, 2014

On November 18, 2014, **. ****** contacted Nutrisystem and requested to return the order she received.   **. ****** also requested to cancel her Auto- Delivery Program.   **. ******’s Auto-Delivery Program was cancelled and she was provided with a return authorization number to return the unused food products she retained.   **. ****** was informed that she would be issued a refund within 7-14 business days after the order was returned to Nutrisystem. 

We apologize to **. ****** for any difficulty she experience in reaching a representative that could assist her and for not sending a confirmation email.   It is unclear why the representative did not provide the cancellation number to **. ****** over the phone when she cancelled her program on November 18, 2014.   **. ****** was not charged for the discount she received on her first order as she returned her first order.   **. ****** was issued a full credit in the amount of $279.99 for the order she returned to Nutrisystem on November 25, 2014.  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 *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        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,

**** ******

12/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Tried to cancel further deliveries of product. Was charged additional $84+ to repay them the 20% discount that I had received initially. Per their website there is no other way to order other than auto delivery. Bigger problem, if you are ordering on a mobile device, smartphone or ****, the terms and conditions of auto delivery program cannot be viewed. These terms are conveniently covered up by other information. Pull out an **** and check it out. Also, on their website the Better Business logo is in the bottom corner and once you click on it, it will ask if you would like to file complaint against Nutrisystem. If you proceed to file complaint, you get an error message. I had to go to order complaints on your website to enter my complaint, and amazingly, I was not shut out with error message.

Desired Settlement: I would like to be refunded the $84+ they charged me to cancel future deliveries.

Business Response:

November 20, 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 November 3, 2014 was received in my office on November 4, 2014 and has been forwarded to me for response.

Nutrisystem provides several different options to purchase the product including Auto-Delivery, Month to Month and A La Carte ordering.  According to Nutrisystem’s records, on October 13, 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.  *** ****** indicated that she read and accepted the Terms and Conditions when she submitted her order for processing. The checkout page also clearly indicates that *** ****** received an auto-delivery discount on her order. Please see the attached example of what *** ****** saw prior to submitting her order. *** ****** was shipped her first order on October 14, 2014.

On November 3, 2014 *** ****** was sent an email indicating her next order was being processed for her.  On November 3, 2014 *** ****** also contacted Nutrisystem and indicated she wanted to cancel her Auto-Delivery program.  *** ****** was informed was informed she would be charged for the discount she received on her first order ($84.99) if she chose to cancel her Auto-Delivery program before accepting and paying for her second order.  *** ******’s Auto-Delivery Program was cancelled and she was charged for the discount she received on her first order ($84.99). 

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.  It is unclear as to why *** ****** was unable to view the Terms and conditions on her mobile device.   The terms and conditions are viewable on all devices.  In the spirit of good consumer relations Nutrisystem has issued *** ****** a refund for the discount she was charged for in the amount of $84.99.  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 *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

11/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered the nutra system products and they sent them to the wrong location. Then they stopped them and resent them to a location that I was no longer at. Then I ordered another shipment and they sent it 9 days earlier that they told me it would be shipped and I wasn't at that location either. I talked to a supervisor Marlon @ ext **** and he told me I would be fully refunded. Then they rebilled me for the shipment and added a charge for cancelling the auto delivery. I talked to them 20 times and they told me I was refunded and they couldn't find where I had been charged. It is still on my credit card statement as of today.

Desired Settlement: I want refunded the full amount of $359.99 & $109.60 to my credit card. I am reporting them so maybe someone else wont have to go through the hassle I have to try to give them business. I have probably been on the phone with them a total of 10 hrs trying to get this settled

Business Response:

October 30, 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 October 17, 2014 was received in my office on October 17, 2014 and has been forwarded to me for response. 

According to Nutrisystem’s records, on September 10, 2014 at 2:32pm **. ***** enrolled in the NutriSystem Auto-Delivery Program via the Nutrisystem website.  **. ***** contacted Nutrisystem via telephone at 9:44pm and indicated he wanted to update his address.   **. *****’ address was updated in Nutrisystem’s database for future orders, however the original order that **. ***** placed was already in transit to the original address that **. ***** put in when he originally placed his order via the website.

On September 11, 2014 **. ***** contacted Nutrisystem indicating his order was being shipped to the wrong address.  Nutrisystem contacted the carrier and had the ready to go portion of the package re-routed to the updated address **. ***** provided.  The frozen portion of **. *****’ order was cancelled and reshipped to the updated address that **. ***** provided.   **. ***** later contacted Nutrisystem and indicated he was no longer going to be at the updated address he provided.  Nutrisystem contacted the carrier again and requested the orders be returned to Nutrisystem.

**. *****’ Autoship Program was cancelled on September 17, 2014.  On September 18, 2014 **. ***** was issued a full credit in the amount of $359.99 for the order that was returned to Nutrisystem.   **. ***** was not charged for the discount he received on his order ($109.60) as his first order was returned to Nutrisystem for a full credit.

**. ***** did file a dispute with his financial institution for the charge to his credit card in the amount of $359.99 on October 8, 2014 which Nutrisystem received.  However, Nutrisystem issued a refund to **. ***** on September 18, 2014 so it is unclear as to why he filed the dispute.   Nutrisystem will not be sending any further orders to **. ***** and we consider **. *****’ account closed.

If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

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:
They are so stupid, the response is nothing like what happened. They sent my order to the billing address instead of the shipping address. They are the ones who advised me how to do the order since I was out of town working. They are still trying to charge me 2 separate charges on my credit card. I do have them disputed but have not been told by ***** they are taken off yet. Nutria systems record keeping is the worst I've ever seen

Regards,

**** *****








Business Response:

November 10, 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 *** ******,

We are sorry to hear that **. ***** was not satisfied with our original response.   As indicated in the first response **. ***** placed his order himself online.  His order was originally shipped to the address **. ***** inputted in ********, OK. Please see the attached shipping invoice. The shipping address was later updated to ****** ****, TX when **. ***** contacted Nutrisystem via telephone and spoke to a Customer Service Representative.

It is unclear as to why **. ***** is showing 2 separate charges on his credit card.   As indicated in the previous response, Nutrisystem issued **. ***** a full credit in the amount of $359.99 on September 18, 2014.   Please see the attached transactional information from **. *****’ account.  It is possible that **. ***** received a provisional credit from his credit card company when he filed the dispute with them. Nutrisystem provided a response to **. *****’ credit card company on October 8, 2014 indicating that Nutrisystem had already issued **. ***** a refund.   **. *****’ credit card company may have withdrawn the provisional credit when Nutrisystem provided them with the information showing the credit was issued.   We suggest that **. ***** contact his credit card company directly to obtain clarification on the charges that were made to his account.

If you have any further questions about this, please do not hesitate to contact me at ###-###-####, or by email to *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

11/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told 3 times after I asked that the total bill for their product would be 314.99 for the 3 months I was going to try. The person who waited on me knew she was lying because they sent me my last 2 shipments before my credit card bill could get to me. Their deceptive practices are why people like me rarely order over the phone. They have charged 314.99 three times on my credit card. This company can't be trusted and I want as many people as possible to know this.

Desired Settlement: Refund my credit card because of deceptive employee.

Business Response:

November 5, 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 October 21, 2014 was received in my office on October 21, 2014 and has been forwarded to me for response.

According to Nutrisystem’s records on August 12, 2014, **. ****** enrolled in the NutriSystem Auto-Delivery Program by 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 were reviewed with **. ****** via telephone.  **. ****** was shipped his first order on August 12, 2014.

On September 8, 2014, **. ****** was sent an email indicating his second was being processed for him.   On September 11, 2013 **. ****** was shipped his second order.

On October 6, 2014, **. ****** was sent an email indicating his third order was being shipped to him.  On October 13, 2014, **. ****** was shipped his third order.

On October 21, 2014 **. ****** contacted Nutrisystem and cancelled his Auto-Delivery Program.  **. ****** requested to return both the September and October orders that were shipped to him.  **. ****** indicated that he was informed that the total cost for three (3) orders was $314.99, rather than $314.99 each.  **. ****** was informed that he could return the third order he received for a refund, however he was not eligible to return the second order that was shipped to him as it was outside the 30 day return policy. 

**. ****** returned the third order that was shipped to him and was issued a partial credit in the amount of $295.00 on November 5, 2014.   **. ****** was charged a $19.99 return shipping fee for the return.

Nutrisystem records all telephone calls for quality assurance and training purposes.  After receiving **. ******’s complaint I requested a review of the call when **. ****** placed his order. Nutrisystem has reviewed the call.  **. ****** was informed that the price for the Nutrisystem program was $314.99 or about $11.00 a day.  **. ****** did indicate that he expected to be on the program for 3 months.  But, the customer service representative did not indicate to **. ****** at any time the price was $314.99 for the duration of the 3 months he planned to be on the program.  **. ****** was also informed that he would be charged for the discount he received on his first order if he did not accept and pay for his second order. 

We are sorry for any misunderstanding that occurred when **. ****** placed his order. Nutrisystem cannot issue **. ****** a credit for the two (2) months of food he already received. However, in the spirit of good consumer relations Nutrisystem has issued **. ****** an additional credit in the amount of $19.99 for the return shipping fee incurred after returning his last order.  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 *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

11/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have called three different times to cancel my auto order with nutrisystem. As of tonight, 10/23/2014 I was just charged again for a total of 299.99.

Desired Settlement: I would like for my auto pay to be finally cancelled and last order to be credited back to my card.

Business Response:

November 5, 2014

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 October 23, 2014 was received in my office on October 24, 2014 and has been forwarded to me for response.

According to Nutrisystem’s records on January 9, 2014, **. ********* enrolled in the NutriSystem Auto-Delivery Program via 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.  **. ********* was shipped his first order on January 10, 2014.

On February 6, 2014 **. ********* was sent an email indicating his second order was being processed for him.   On February 9, 2014 **. ********* was shipped his second order.

After receiving his second order **. ********* went online and delayed his next Auto-Delivery order until May 7, 2014. 

On May 3, 2014 **. ********* was sent an email indicating his third order was being shipped to him.  On May 6, 2014 **. ********* was sent his third order.

After receiving his third order **. ********* went online and delayed his next Auto-Delivery order until July 31, 2014. 

On July 28, 2014 **. ********* was sent an email indicating his fourth order was being shipped to him.  On July 31, 2014 **. ********* was shipped his fourth order. 

**. ********* refused the fourth order that was shipped to him and it was returned to Nutrisystem.  **. ********* was issued a full refund in the amount of $299.99 for this order on August 14, 2014.

**. ********* again went online and delayed his next Auto-Delivery order until October 24, 2014.   On October 20, 2014 **. ********* was sent an email indicating his next order was being processed for him. 

On October 23, 2014 Nutrisystem received an email from **. ********* very similar to the complaint he filed with the Better Business Bureau.   The email indicated that he had tried to cancel Nutrisystem on three different occasions.  He asked that Nutrisystem cancel the current order and issue him a refund.   Nutrisystem responded on October 24, 2014 indicating that the order that was processing for him was cancelled as well as his Auto-Delivery Program.  **. ********* was given a confirmation number of***-***-****   **. ********* was informed that it could take up to five business days for the hold on **. ********* funds to be released by his banking institution.

Nutrisystem has no record of **. ********* contacting Nutrisystem to cancel his Auto-Delivery program prior to the email received on October 23, 2014.   As indicated above **. Sheffield’s Auto-Delivery Program was cancelled on October 24, 2014 as requested.  It is unclear as to why **. ********* indicated that the tried to cancel Nutrisystem on three different occasions, when Nutrisystem has no record of **. ********* contacting Nutrisystem prior to his email on October 23, 2014.    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 *********@nutrisystem.com, or you may write me at the address set forth above.

Sincerely,

Donna D*******

                                                                        Senior Corporate Paralegal

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

11/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a month worth of nutrisystem food for 320$ after calling them 1 week after receiving it complaining about the awful quality of the foods they transferred me to some "weight loss coach" who seems to recommend some random thing each time I called aka eat more veggies try some iron etc. After delaying the shipment of the next box of awful food i decided to call and firmly cancel. Upon doing so I was quickly told that they would be charging my bill me later account 94 dollars for a cancellation fee for not ordering at least 3 shipments of awful food. I consider this to be a bad business practice and SCAM. I called back multiple times to try to get the charge removed and was met with awful customer service, I am willing to pay the original amount of 320$ but I am disputing them amount of 94$.

Desired Settlement: I am willing to settle on a partial refund company keeps 320$ I just want the sleasey cancellation fee waved.

Business Response:

November 10, 2014