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Business Profile

Weight Loss

Jenny Craig USA Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Weight Loss.

Complaints

This profile includes complaints for Jenny Craig USA Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Jenny Craig USA Inc has 786 locations, listed below.

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    Customer Complaints Summary

    • 58 total complaints in the last 3 years.
    • 21 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/14/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a meal plan from Jenny Craig which consisted of 21 meals and 14 snacks. Within 24 hours before they processed my order I asked them to just cancel everything. They ended up door dashing my food order right after I requested to cancel. I was going to just use the food for the week and I still cancelled any future orders. The food is horrendous. I am not sure if its sour or freezer burned or spoiled but you cant eat it. I requested Jenny Craig to take back all the food I did not open and refund me for that. (I opened 3 items and threw them away after tasting). I emailed them 2 or 3 times about this issue. I requested a refund over 24 hours ago and gave not received a response. I need help resolving this issue. I have now emailed the company at least 3 times explaining the issue and gave received no resolution.

    • Initial Complaint

      Date:02/22/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order placed on 2/12. No notification of order fulfillment from Jenny Craig *********, ** center. Credit card charged 2/14. I call Jenny Craig 2/16 wondering where order is. After a lengthy call, the order is cancelled. The associate did not refund the credit card and the **************** is not returning phone calls. Online help requested, still no refund from Jenny Craig. They refuse to respond. Food never picked up so charged for items not received.

      Business Response

      Date: 03/02/2023

      We're sorry to hear about any confusion reagarding this issue.  We can confirm that the order has been refunded as of February 23, 2023.  Should you need any further support please contact our support team at **************.

    • Initial Complaint

      Date:02/04/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had placed my second order last night not realizing this is a weekly cost not a monthly cost. I called and they refused to cancel my order saying their disclaimer states orders can not be cancelled. This is not the case it states the first order can not be cancelled but all subsequent orders can be. I called them right away when they opened this morning which was at 8:05am my time and 6:05am their time. The representative refused to give me to a supervisor and said they do not have any supervisors on the clock and they can't cancel warehouse orders. I said well your site does not say that and you do not ship on the weekends. A business should not have staff on the clock without some sort of supervisor being present and I will be filing a complaint as I am rightfully able to cancel this order. My order was not able to process and ahip within 5 minutes. I also advised I will make the BBB aware that this business has employees on the clock without any supervisors present to take any escalation calls. I want a full refund on my order.

      Business Response

      Date: 03/07/2023

      We can confirm that this clients second order was cancelled and not shipped.  Her first order placed was shipped as the client mentioned, the first order cannot be cancelled.  We did cancel all subsequent orders as the client requested.  We consider this issue resolved.

    • Initial Complaint

      Date:01/17/2023

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to the Jenny Craig Center located at ******************************************************************* on 01/11/2023 and paid $130.14 for food items. I was not given the food items I paid for by the center representative ***********I contacted Jenny Craig at ************** and spoke to ***** and was assured that the owner of the Jenny ***** Center would contact me about my concerns. The owner has refused to contact me to discuss my concerns or complaints. Her representative ***** located at the Jenny Craig Center at ******************************************************************* on 01/11/2023 has failed to provide me the missing items from my order. ***** did provide me 2 missing items on Saturday, January 14th, 2023. I sent another email to Jenny Craig and was assured that the owner of the center will contact me. As indicated in the emails and letters attached I am requesting assistance with this issue since it is apparent that Jenny Craig's corporate office is unable to assist with the resolution of this issue. I would a refund of $51.52. I am requesting no further contact with the Jenny Craig Center located at *******************************************************************.

      Business Response

      Date: 03/07/2023

      We have confirmed with this location that the client received all of the food they paid for.  Our store contacted this client to clarify any confusion.  Since the client received they items they paid for we consider this issue resolved.

       

      Customer Answer

      Date: 03/07/2023

      I did not recieve all the food I paid for as claimed by the Jenny Craig location representative.

    • Initial Complaint

      Date:12/22/2022

      Type:Customer Service Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 20, 2022, I received an email from Jenny Craig that ********************** (an unknown person to me) placed an order, basically confirming an order. When I logged into my Jenny Craig account, this ************************* has used my account to order food but with her credit card. When I called Jenny Craig on December 20th and 21st to complain, the representatives indicated that somehow my account was merged with ********** account due to a recent system/software change. ********** name, address, phone number and payment information is on my account. However, my email address is still on the account. When I edit the account to my name, phone number and address, after logging out, the information reverts back to ********** personal information. I am not able to order food because someone elses information is on the account and has access to my account. I am afraid if I put my credit card information in the account, ********* could unknowingly charge items on my card. I have called Jenny Craig twice and also submitted a chat complaining about the issue and requesting a resolution. The representatives say they will call me back the following evenings and never call again. I feel like I am being ignored. I believe that this is not ********** fault but Jenny Craigs for merging the accounts. I want my account completely separated from ********** and any previous orders, data, information that she inputted in my account be removed.

    • Initial Complaint

      Date:10/16/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Jenny Craig's purpose is to "help" people lose weight, and they tell you they will teach you how to "maintain" it. I spent a lot of money, lost 50 lbs, they did not teach me how to maintain it. A few years ago, I took the program seriously, followed it, slowly and steadily, week by week I lost 50 lbs while I met with the counselor in the office each week. Then I suddenly started having a difficult time loosing weight, coincidently shortly after the counselor I was meeting with left for a different job, and also the front desk/manager person left. I told the new front desk/manager about my issue and I asked to be shown how to maintain my weight loss because I was now gaining each week instead of loosing each week. I wanted to keep the 50 lbs off that I worked so hard for. I was told when I signed up, that I would be taught how to "maintain" my weight loss. But this manager said to me "NO, you can't be put on maintenance now because you stated in your contract that your weight loss goal was 100 lbs". I explained to her that my goal is 100 lbs, but I was gaining weight each week now, and I wanted to first maintain the 50 lb weight loss so that I could go back and reach my 100 lb weight loss goal. Loosing ****************************** to cross. But she told me no maintenance, and just continued selling me more food. She did not care that I was gaining weight, and the counselor was not helpful. They did NOTHING on my behalf with the company to notify them that I quickly needed maintenance. Then very soon after I stopped checking in and buying their food, I received a general marketing email from their corporate office about a discount on their food. I took the opportunity to tell that person what happened, and they didn't care either. No one from Jenny Craig ever reached out to me with concern about me maintaining my 50 lb weight loss. Their emails were about me "coming back to Jenny Craig" and saving money on their food. I have gained the weight back.

      Business Response

      Date: 11/18/2022

      Maintenance is provided to clients once they meet their goal weight.  They are transited to our maintenance plan and meet with a Coach monthly so they can continue to maintain their weight loss.  Client have the opportunity to change their goal weight should they choose.  If they do not choose to change their goal weight we will continue to support them with weight loss until they meet their goal weight.  Clients are not required to buy food weekly all purchases are at will.  As per the service agreement the client agreed to, all food is nonrefundable.  Were happy to support any client with their weight loss or maintenance needs depending on their goals.  All of the purchases this client made were valid and no refunds will be issued.

      Customer Answer

      Date: 11/20/2022

       

      "Client have the opportunity to change their goal weight should they chose" - Statement from Jenny Craig in the response

       

      In my complaint, I stated that I TOLD THE ***** DESK/MANAGER WOMAN THAT I WANTED TO CHANGE MY GOAL TO 50LBS, SO THAT I COULD LEARN TO MAINTAIN THAT FIRST.  She told me  I could NOT change my goal because my contract said that 100lbs was my goal.  The response from Jenny Craig is telling me that this woman LIED TO ME and was just refusing to change my goal from 100lbs to 50lbs when she should have accommodated my request, according to Jenny Craig policy.  I should have been allowed to change my goal and receive the maintenance I was desperately needing.  However, the Springfield ** office that I attended, did not allow me to do that.  Jenny Craig's response is PROVING that I should have been allowed to change my goal to 50lbs, and receive maintenance to LEARN HOW TO KEEP IT OFF.  The Springfield ** office did not follow the policy that the respondent has stated.  So Jenny Craig is responsible for my weight gain.  And I want Jenny Craig to honor their policy towards me.  I gained all of my 50lb weight loss back, because Jenny Craig did not do what they were supposed to do when I asked them to change my goal and teach me to maintain my weight loss. 

      Jenny Craig is now responsible for providing me food and services I will need until I lose back my 50 lb weight gain, and then provide me with the maintenance that I will need to learn how to keep the 50 lbs off.  This is a fair resolution to the issue here.

       

      ALSO, I did not know I would be able to type a response here, so I started another complaint form - Complaint ID ********.  I guess I don't need that form submitted since I had a chance to respond here. 

      Business Response

      Date: 03/07/2023

      Were sorry for any confusion regarding refunds.  As per the service agreement this client agreed to, our food is non-refundable.  We have a maintenance program that guides clients how to maintain their weight once they have met their goal.  We have reached out to this client to address her service concerns directly. 

      Customer Answer

      Date: 03/10/2023

       

      Jenny Craig HAS NOT reached out to me as they stated in their response.  Like I said in my complaint.  I lost 50 lbs and told them I need to be put on maintenance because I was starting to have a difficult time continuing to loose weight.  When I signed a contract with them I stated my Goal was 100 lbs.  I lost 50 lbs and the entire office changed, and my counselor left.  I told the new manager I needed to change my goal to 50 lbs and be put on maintenance so I can learn how to maintain my 50 lb weight loss.  But she refused to change my weight loss goal because she said I signed a contract that said my weight loss goal was 100 lbs.  Their office changes helped to contribute to the difficult time Istarted having because my counselor who I was working with left.  And the new people were awful.  I told them I DO want to loose 100 lbs that was still my goal, but I needed to learn how to maintain th first 50 lbs I had just lost.  This company had to have known that 100 lbs would be difficult.  They did not care that I was gaining weight.  They did not want to change my contract because they just wanted me to keep buying food.  I am going to keep filing complaints against this company for their business practices.

    • Initial Complaint

      Date:08/16/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Jenny Craig continues to contact myself and my husband after being out on the do not call list. As a former employee they insist people be contacted even if they have Do Not Contact I do not want to be contacted any further.

      Business Response

      Date: 11/18/2022

      We can confirm this client is marked as do not contact and will not be contacted going forward

    Jenny Craig USA Inc is NOT a BBB Accredited Business.

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