Complaints

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

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  Nutrisystem, Inc.

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

  
• 

  Nutrisystem

  450 Lillard Dr Sparks, NV 89434-8925

• 

  Nutrisystem, Inc.

  871 Washington St Braintree, MA 02184

• 

  Nutrisystem, Inc.

  60 Worcester Rd Framingham, MA 01702

• 

  Nutrisystem, Inc.

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

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

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are currently on the uniquely yours partner plan: pick your meals. Frozen and non-frozen shipments were shipped on 1/16/24, it is now 1/24/24 and they are still stuck somewhere in Oregon per the tracking information. Nutrisystem refused to give us a refund on the late shipment even though the food is now completely spoiled, they told us they would ship a replacement and now the replacement box is "on the way" even though they had promised to expedite via ***** ******* to be delivered on 1/23/24. Called to request a full refund and the customer service agent just kept arguing with me that they do not refund perishable food. Complete BS !!! Especially since the company advertises a 100% money back guarantee, well I am calling them out on it and I want a FULL refund because I am certainly NOT satisfied with my experience! This company is a waste of time and their food is terrible anyway !!! Their customer service agents are RUDE

  Business Response

  Date: 02/08/2024

  The customer reactivated the Uniquely Yours Partner Plan on 12/29/2023 after having previously canceled her initial Nutrisystem Plan. We disclose all aspects of the Program on the checkout page immediately next to the checkout button. Customers may cancel at any time but customers who do not cancel their auto delivery program before an order begins processing are responsible for the order. A money back guarantee applies for customers placing their very first order with Nutrisystem. However, as detailed in our Terms and Conditions and throughout the Nutrisystem website, returning customers are ineligible for the money back guarantee after an initial purchase of a 4-week Nutrisystem plan.
  
  On 1/20/2024, the customer called into customer service regarding her order not delivering.   The agent processed a reship for both the non-frozen and frozen portions of the customers order.  On 1/24/2024, the customer called in requesting a full refund for the Program as the orders were delayed via the carrier.  The agent explained that she could not stop the processing orders. Additionally, the agent informed the customer that a refund could not be issued until we confirmed that the orders did not in fact arrive. At her request, the customers account was cancelled indefinitely, and no further orders will be shipped out.  The reshipped non-frozen order delivered on 1/26/2024.  Per the tracking information,the reshipped frozen order had another delivery exception and did not deliver to the customer.   Due to the non-delivery of the frozen order a partial refund was issued by check on 2/8/2024. The check will be mailed out by **** and should delivery within 2 weeks.   We hope the partial refund for the frozen portion of the order and this explanation provide a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

  Customer Answer

  Date: 02/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,
  
  *******************************

• Initial Complaint

  Date:01/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 2023 purchased food from Nutrisystem for $377.98. The wrong order was received I ordered a high protein diet, I received all carbs. I called to cancel the order at the time I received the first part of the order. The customer service rep and a manger told me I had a certain amount of days to cancel. If I did not receive the order and see the mistake made to after the cancel time I should not be charged when I did not get what I ask for. Only one of two parts was received from Nurtisystem when I called to cancel the other had not been received at that time. The second part I did not accepted from the delivery service. Nurtisytem only wanted to reimburse a portion. Nutrisytem charged me in error a second time on November 6, 2023. I called my ***** Card they reversed both charged due to investigation. Nurtisystem reimbursed $142.03 in December. On January 18 and 22 both charges was add back to my card. FYI, There was only one purchase. I would like Nurtisystem to rectify the situation with Apple as well as reimburse me the balance owed $235.95. Add to this I uploaded the video to Apple showing the cancel second order and the receipt for the return.

  Business Response

  Date: 01/30/2024

  The customer signed up for the Uniquely Yours Max+ Plan – Chef’s Choice on 10/9/2023, taking the auto-delivery option when signing up. We disclose all aspects of the plan on the checkout page immediately next to the checkout button. Prior to processing an auto-delivery plan order, customers are sent a transactional e-mail reminding them that their next order will process soon. On 10/16/2023, the customer called customer service asking for information on how to get started and the agent went over various details about the program, including how to choose your own menu and the next order processing date, and scheduled a coaching appointment for 10/19/2023. On 10/19/2023, the Coach went over the NuMi app, shared information about Nutrisystem foods, and provided additional helpful information.  The date of the next processing order was also disclosed on this coaching call.  In addition, on 11/1/2023, the customer received the transactional e-mail notifying her of the date that her next order would process. On 11/10/2023, the customer called customer service stating she did not sign up for auto-delivery.  The agent explained the auto-delivery plan and that the customer could return the non-frozen food for a partial refund as frozen food is non-refundable. The customer requested a Supervisor and a call back was scheduled.   The customer subsequently called in to customer service a few more times and was provided the same information. As of 11/10/2023 the customers account has been cancelled indefinitely and no further orders will be shipped out. The customer opened a chargeback dispute with her bank on 11/20/2023.  The dispute was closed and a partial refund was issued on 12/8/2023 for the non-frozen food that was returned to our warehouse. The customer refused the frozen delivery. However, per our terms and conditions,frozen food is non-returnable and non-refundable even if a delivery is refused.
  
  We trust that the partial refund and this explanation provide a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

  Customer Answer

  Date: 01/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I also expressed not receiving the food requested as well as the entire order not received in a timely manner (Together). They doubled charged me so the credit card company has charged me twice. (SEE attachment)I would like a full refund as a. customer who has used other companies such as ********************* for a few years with no problems. They went Bankrupt closing the store that provided the food for pickup. The delivery of food sent on different days was not explained so I had to not only pay this company but also go out and purchase food due to the lack there of communication on the delivery process. At no time did I agree to food on an automatic bases. I did not know if I would like the food provided.   

  Regards,

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

  Business Response

  Date: 02/01/2024

  We have provided all information regarding this matter in our initial response.    As all calls are recorded for quality assurance and training purposes, customer service complaints and concerns are reviewed on an individual basis and handled accordingly.   The customer ordered with Nutrisystem on October 8, 2023, selecting the Uniquely Yours Max Plus Program on Auto-Delivery.  All email communications regarding the purchase of the program, next processing order and tracking information of orders, were sent to the email address on file.   The customer was only charged once for the November order.  Since the customer filed a dispute, the customer would need to check with her financial institution regarding the temporary credit that was issued for the time period while the dispute was being reviewed. We consider this matter closed and wish the customer all the best.

• Initial Complaint

  Date:01/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Nutrisystem plan. I have done the plan before successfully. This time the food is mostly inedible. Has definitely changed from what I received before. I called to cancel and was informed I would be charged $125 early cancellation fee which I was not aware of and if its on their website its buried. I do not want to pay an additional fee. And I dont believe I was fully informed before I started about this fee. I want the extra fee canceled.

  Business Response

  Date: 01/29/2024

  The customer signed up for the Uniquely Yours Max+ Program on 1/17/2024, taking the auto delivery option when signing up.  All aspects of the Program are disclosed on the checkout page including the early cancellation fee.  The customer called customer service on 1/22/2024 to cancel the Program and the agent explained the early cancellation fee. As of today, 1/29/2024 the customer’s account remains active, the next auto-delivery is scheduled for 2/12/2204.  The customer is requesting to cancel after only receiving one shipment, therefore, per the terms of the Program, the customer will be charged the early cancellation fee if she does not take a minimum of two orders.  The customer had been advised of this on the call.

  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions

  Customer Answer

  Date: 01/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I do not want the second shipment- the food is awful and I was not notified adequately about an early termination fee until I called h to o cancel. I am a prior customer and was successful prior on the plan but now the food is inedible 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 02/01/2024

  We have provided all information regarding this matter in our initial response.    As all calls are recorded for quality assurance and training purposes, customer service complaints and concerns are reviewed on an individual basis and handled accordingly.   All aspects of the Program are disclosed on the checkout page including the early cancellation fee. As a result, we consider this matter resolved and wish the customer all the best.
  

• Initial Complaint

  Date:01/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nutrisystem began sending daily emails to our home email address and I when I attempt to unsubscribe, there is a message that email does not exist. Even though they send repeated and daily emails to that address. We want them to STOP. We can't unsubscribe so we have to delete at least two emails from them every day. Please have them stop. We are not interested in their products and don't want to be harassed every day with their emails.

  Business Response

  Date: 01/29/2024

  We are in receipt of the customers complaint.  As requested, please be advised the customer has been placed on *********************** Do Not Email, list.  Please allow **** business days for the unsubscribe process to cycle through. 
  
  Please be aware, at times customers may receive Nutrisystem offers, which are NOT from Nutrisystem. This happens when an individual, at some point while browsing on the web, opts to receive emails on a third partys website to get information on diet or wellness.  If the customer should continue to receive emails, after the above timeframe, the customer can email ************************************ and send in a copy of the email and include the specific email address from where it was sent.  We can then look into this further if needed.  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an al la carte order of over 111 .00 dollars and the food came in a large box moldy . I asked for a full refund and was told I would get one . And I would receive an email from Nutrisytstem I never recieved a full refund only a partial refund . I called and asked repeatedly for them to let me speak with a supervisor and they said they had none The food had to be thrown out as it is a health hazard to eat mold or keep mold with other foods I want my money back I do not know how they stay in business All they care about is trying to sell a product but they do not care about the excessive chemicals in there foods or quality and or if there foods are moldy and rotten They should be banned from being allowed to sell food products

  Business Response

  Date: 01/08/2024

  On 12/28/2023, the customer called customer service regarding a quality issue with one of the items from her A La Carte order. The agent explained that we could replace the item and asked the appropriate questions to complete a report.  The customer requested to speak to a supervisor, at which time the agent stated that she was the Supervisor and provided the customer instructions for sending an email to assist with the report.  The customer subsequently contacted customer service multiple times. During those calls, the customer stated that she wanted a full refund and not replacements.  An agent explained that she would put through a refund. However, the agent failed to explain that refunds were already issued prompting the customer to ask again for a supervisor.  The agent has since been retrained. Refunds were completed on 12/28/2023 and 12/29/2023 and refund email confirmations were sent out on those same days. The customer also emailed in on 12/29/2023 regarding this issue and refund information was provided to the customer on 1/1/2024.
  
  We take quality and freshness of our products very seriously, and have appropriate policies and procedures in place with all of our food manufacturers.  We trust that the refunds and this explanation provide a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

  Customer Answer

  Date: 01/10/2024

  [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 but I must say there facts are not correct . I was treated badly by Nutrisytem and had to beg for a refund 

  it came in two refunds because Nutrisytem did not want to refund me originally 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/28/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I once back in July went on the Nutrisystems website to check pricing since my daughter was daughter was doing Nutrisystem. Just ONCE. I then went on and clicked unsubscribe and checked my preferences and unchecked all of those. Since August, its now end of December, I get a minimum of 5-6 emails a day from Nutrisystem. Ive called many times only to be told they dont know why I am still getting them! Its very infuriating to keep receiving mail you do not want nor you are subscribed too! No one at Nutrisystem knows what is going on. I would never sign up with a company that cant even control their emails let alone subscriptions!!!!! I WANT these EMAILS TO STOP NOW.

  Business Response

  Date: 01/08/2024

  We are in receipt of the customers complaint.  Please be advised that we have reviewed our e-mail systems and the customer has been placed on Nutrisystem’s® “Do Not Email” list as requested. Please allow 7-10 business days for the unsubscribe process to cycle through.
  
  If the customer should continue to receive emails, after the above timeframe, the customer can email [email protected] and send in a copy of the email and include the specific email address from where it was sent.  We can then look into this further if needed.  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

  Customer Answer

  Date: 01/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 27, 2023 I requested my Nutrisystem auto shipment be cancelled. I did not remember/recall there was a $125 penalty fee for cancelling an auto shipment before receiving 2 shipments. The employee (*******) who cancelled did NOT advise me that I would be charged a $125 early cancel fee before she processed my request. (I got a text warning from my credit card company while she was processing my cancelation that my card was charged $125 by Nutrisystem) I immediately asked her why I was charged $125 and only then she explained the reason. Had she explained the early cancelation fee before cancelling my auto shipment I would not have cancelled my auto shipment I would have changed my plan to avoid the $125 charge. I immediately asked the employee to reverse the auto shipment cancellation but she stated she could not do that. She said I could change my plan and after that shipment was shipped I could call Nutrisystem and cancel future auto shipments and request a refund for the $125 early cancelation fee at that time. So now I have to pay $200 for food I don't want and then call and request my $125 early cancelation fee. I believe Nutrisystem should refund my early cancellation fee now not in two weeks since I did place another auto shipment order. Prior to charging a customers credit card I believe it is the responsibility of businesses to advise customers of any penalty charges prior to charging a credit card so the customer can make the best choice for themselves. The terms and conditions section where this notice is located is at the extreme bottom of their page in very small print.

  Customer Answer

  Date: 01/02/2024

  Last Friday, Dec 29, 2023 I received an email from Nutrisystem stating they were processing a refund for me.  I have not received the refund yet; they said it could take up to a week to be credited to my credit card account. I will confirm receipt of the refund when it is received.

  Thank you for your help.

  Customer Answer

  Date: 01/04/2024

  I have received a refund from Nutrisystem.  I am satisfied with this outcome.  Thank you.

  Business Response

  Date: 01/10/2024

  The customer signed up for the Uniquely Yours Program on 12/12/2023, taking the auto-delivery option when signing up.  We disclose all aspects of the auto-delivery program on the checkout page immediately next to the checkout button, including the early cancellation fee.
  
  On 12/27/2023,the customer called in to cancel the Uniquely Yours auto-delivery program. At this time, the agent did not explain the minimum requirement of taking two orders to avoid the early cancellation fee.  Instead, the agent cancelled the auto-delivery and charged the customer the early cancellation fee. Since the customer wanted to avoid the early cancellation fee, the agent then reactivated the customers auto-delivery and switched the customer to a transition plan.  The agent did not follow proper procedure and has since been retrained. On 12/29/2023, the customer called in again regarding early cancellation fee and the agent put through a refund as the customer did accept a second order.  The refund was processed and approved on 12/29/2023. As of 1/9/2024, the customer's auto-delivery remains active and the next order will begin to process on 2/1/2024.  We trust that refunding the early cancellation fee and this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

• Initial Complaint

  Date:12/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for nutrisystem to try it for the first time. I was Hopeful it would help me lose weight. The salt content in the food is so high it cause me to get sick and my ****** disease to flair up. I called The company and they said it doesn’t matter since i wont Get another box i have To pay 125. I cant Eat the food and they are trying to charge me when i medically Cannot continue. I paid 300 for the food that is enough

  Business Response

  Date: 12/29/2023

  The customer signed up for the Uniquely Yours Max+ Program on 11/15/2023, taking the auto-delivery option when signing up.  All aspects of the Program are disclosed on the checkout page including the early cancellation fee.  Eligibility for the Program is outlined in our terms and conditions and customers are advised to consult their health care provider before enrolling in a Nutrisystem Program or purchasing Nutrisystem products.
  
  The customer first contacted customer service on 12/21/2023 to cancel their program. At this time, the agent explained the details of the early cancellation fee and the customer then requested a supervisor.  The customer called in a few more times regarding the waiving of the early cancellation fee and inquiring about the follow-up call from the Supervisor.  As of 12/23/2023 the customer’s account has been cancelled indefinitely and no further orders will be shipped out.  The customer cancelled after only receiving one shipment therefore, per the terms of the Program, the customer should have been charged the early cancellation fee, however the agent waived the fee.  The customer was advised of this on the call.  Since the customer is outside our 30-day return policy, the non-frozen food cannot be returned and, as explained in our terms and conditions, frozen food is non-refundable after the 7-day money back guarantee period.  We trust that waiving the early cancellation fee and this explanation provide a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

• Initial Complaint

  Date:12/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very unhappy with the company and its representative. I ordered Nutrisystem November 27 or 28 after receiving the order I tried the product I was unsatisfied. I tried to get in touch with the original agent I was told by her that I can call at anytime and canceled. If I wasnt satisfied and I could speak with her.when i colled and asked for her She refused my phone calls I tried for a few days finally got in touch with someone, I told them that I wasnt satisfied. I did not like the product and I would like to return it. I was told I could also on the site stated that I had seven days to return for a refund when I did speak with someone I was told I was unable to return for full refund. I could only return portion of the order that is not what I was told that is not what it is stated on the site, I am unhappy. I am unsatisfied and I do not like the product. It is tasteless an edible I would like to return it and get a full refund like I stated I was told that I could do that, but I did speak with someone I was told that was not allowed. I dont know what to do who to speak with. I spent $300 , I find the product to be gross edible for human consumption. Thank you. I also found the staff to be a knowledgeable. They are just looking to make a sale. They are liars absolutely no custom relation. I would like my full refund please. I find the sales people are only there for their commission.l

  Business Response

  Date: 12/19/2023

  On 11/24/2023, the customer ordered the Uniquely Yours Plan selecting the one-time order option. On 11/25/2023, the customer called into customer service asking for a specific promotion with a lower price. The agent explained that this promotion only applies when a customer selects an auto-delivery plan. At the customers request, the agent cancelled their original order and re-signed the customer up for the auto-delivery plan. All terms and conditions of the auto-delivery plan were provided.  On 12/2/2023,the customer called within the Money Back Guarantee timeframe regarding the cancellation of the program. At this time, the customers auto-delivery plan was cancelled indefinitely and no other orders will be shipped out. However,the agent mistakenly told the customer that she would receive just a partial refund if she returned the non-frozen food.  Per our terms and conditions,customers receive a full refund under the Money Back Guarantee policy, but customers must return the non-frozen food to qualify.  Based on the information provided, the customer declined to return the non-frozen portion of the order.  The agent did not follow procedures and has since been retrained regarding proper handling.
  
  The customer initiated a credit card dispute on 12/12/2023.Unfortunately, since the customer opened a chargeback dispute with her bank for the charge to her card, we are unable to process any refund while her bank reviews the dispute.  We are actively monitoring the credit card dispute filed.  If the refund is not given by the customers financial institution via the credit card dispute process and the customer returns the non-frozen food, we will issue a refund as soon as we are able to.  The customer can call or email customer service to obtain an RMA# and return instructions.
  
  We trust that monitoring the credit card dispute and the offer to process a refund once the non-frozen food is returned provide a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

• Initial Complaint

  Date:12/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business charged my checking account over $400 for meals after I've called and tried to postpone as soon as I realized I called to cancel services and operators refused to cancel the service and refund my payment

  Business Response

  Date: 12/17/2023

  The customer signed up for the Uniquely Yours Plan on 6/18/2023, taking the auto delivery option when signing up. We disclose all aspects of the auto-delivery program on the checkout page immediately next to the checkout button, including the early cancellation fee. Prior to processing an auto delivery plan order, customers are sent a transactional e-mail reminding them that their next order will process soon.  Customers may cancel at any time but customers who do not cancel their auto delivery program before an order begins processing are responsible for the frozen food portion of their order as frozen food is non-refundable. As explained in our terms and conditions, Nutrisystem has a 6-month auto-delivery delay policy, which allows customers to delay auto-delivery orders up to 6 months if needed but customers are required to take an order every 6 months to remain on auto-delivery.
  
  The customer first contacted customer service on 10/3/2023 review of the call recording showed that the customer did not cancel his auto-delivery and, instead, agreed to delay his order until 12/1/2023. On 11/26/2023, the customer received an e-mail reminder that an auto-delivery order would process soon. On 12/1/2023, the customer called in to customer service incorrectly stating that he cancelled his auto-delivery 2 months ago.  The agent explained the auto-delivery delay and early cancellation fee policies.  The customer subsequently called in to customer service a few more times to have his processing order cancelled and the agents again explained that once an order begins to process, we cannot cancel the order.  The agent offered a partial refund for the frozen order and stated he could return the non-frozen order for a partial refund, but the customer did not accept this offer.  As of 12/1/2023, the customers account has been cancelled indefinitely and no further orders will be shipped out.  The customer's final order delivered on 12/3/2023 and 12/6/2023.  On 12/11/2023 the customer called into customer service regarding the quality of his frozen order. The agent offered to reship the frozen order and indicated that he could return the non-frozen order for a partial refund.  The customer accepted the reship of the frozen order and decided to keep the non-frozen order. The reshipped frozen order delivered on 12/14/2023.  No refund is due.
  
  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

  Customer Answer

  Date: 12/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The company in question is not directly disclosing the whole story. I made them aware that I had never received a email stating that my order was due to process beforehand, I only received a email stating that it was about to be processed. That is when I again contacted them to explain my situation as I did in October that I was working out of town and nobody would be present at my address to accept this order, all I needed was a little bit of understanding of my situation as I was out of state. I was in no way trying to exploit or defraud the company only explaining that my situation had changed since my original purchase. When I called to explain again my situation I was told that they could/would not stop the process of my order and they already withdrew their payment for it, even after I explained it would all go to waste because of my situation of being out of town. Zero empathy displayed and no understanding 
  Regards,
  
  *****************
  

  Business Response

  Date: 02/01/2024

  We have provided all information regarding this matter in our initial response.    As all calls are recorded for quality assurance and training purposes, customer service complaints and concerns are reviewed on an individual basis and handled accordingly.   The customer did not cancel his auto-delivery and,instead, agreed to delay his order until 12/1/2023.  On 12/11/2023 the customer called into customer service regarding the quality of his frozen order. The frozen order was reshipped and delivered on 12/14/2023 and the customer decided to keep the non-frozen order.  We consider this matter closed and wish the customer all the best.

  Customer Answer

  Date: 02/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
    This business did not act in good faith, what they are not discussing is that I did in fact try repeatedly to cancel this order as soon as I received a email that it would be processed. I spent half a day on the phone trying to cancel it, I repeatedly explained to them I was working out of town, the only reason I was issued the frozen order was the first melted on my porch and made a mess, and it was explained that the only thing they would do was reship it otherwise I would be out $400. I donated it because as I said I was employed out of town. I cannot believe that they can get away with operating and completely scamming the public the way that they do! I seek reimbursement for my order that was of no use to me!
  
  Regards,
  
  *****************