Complaints

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

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• 

  Nutrisystem, Inc.

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

  
• 

  Nutrisystem, Inc.

  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

• 

  Nutrisystem, Inc.

  9696 Nall Ave Overland Park, KS 66207

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:01/16/2023

  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 wanted to take the Nutrisystem. The man that I spoke to told me I would save money if I prepaid for 3 months instead of 1 month. I thought I was just signing up for 3 months. Only to get surprised when a box showed up at my door that I did not expect. I called the company. They made me pay for returning the non frozen food. They still sent me the frozen food and I found out this was a reaccurring charge and they stuck me for the cost of the frozen food. I really felt like this plan was not fully explained to me.

  Business Response

  Date: 02/02/2023

  The customer signed up for the Uniquely Yours Max Plus Program on 10/15/2022,taking the option to Prepay for 3 months upfront when signing up.  The customer called customer service on 1/9/2023 to cancel the Program.  The customer did not realize that the Program continued after the first 3 months, however all aspects of the Program were disclosed on the initial sales call and receipt and transactional emails were sent to the email address on file regarding the terms of the program and order updates.   As of 1/9/2023, the customers account has been cancelled indefinitely (cancellation number ************) and no further orders will be shipped out.   The customer was advised on the call that the frozen portion of the order is non-refundable, however the non-frozen portion of the order is refundable, and the customer was provided with an RMA number to return the non-frozen portion of the order.    We have issued a partial refund on 1/12/2023 for the non-frozen portion of the order.  We trust that this partial refund and explanation provides a satisfactory resolution to the issue. 

  Please feel free to call or email customer service any time with additional questions.
  
  Regards,

  Consumer Response Team

• Initial Complaint

  Date:01/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently fell for the 3 month 55+ plan. The sodium level in the food is much too high. I called today to cancel month 2 & 3 and to get a refund. I cannot eat this food. The first customer service rep was not at all helpful and really had no idea what he was talking about. I requested a call back from a supervisor. The second person to call me was actually rude. I was told that I would not get a refund at all and that I could cancel, but I might as well keep the food. It seems that there are different refund policies on the website and none of them apply to my plan. How is that even possible?? He went from no refund to maybe $400. I am not even asking to return this month's. I am asking to cancel future month's order and to be refunded the money I paid. How can a company sell plans without a refund possibility or pull up the refund policy. You really need to take all info about refunds and customer satisfaction from the website. It is misleading to say the least. I am furious.

  Business Response

  Date: 02/10/2023

  The customer signed up for the Complete 55 Program on 12/30/2022.  All aspects of the Program are disclosed on the checkout page, in our terms and conditions, and in the transactional emails sent to customers.  The customer called customer service on 1/13/2023 to cancel the Program.  As of 1/13/2023 the customers account has been cancelled indefinitely (cancellation number ************) and no further orders will be shipped out.   The customer was advised that since she called after the expiration of the money back guarantee, and after only receiving one shipment, the program is non-refundable.  However, the agent issued a partial refund for this customer which was done as a one-time courtesy.   With regard to our customer service, Nutrisystem  strives to delivery excellent customer service.  Upon our review, our customer service agents acted in a professional manner at all times.  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.
  

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:01/02/2023

  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.

  My complaint is regarding Violation of Florida Statute 501.2077(2). Deceptive Advertising & Fraud arising from Nutrisystem order #************. Nutrisystem does business within the State of Florida 100% via the Internet. Details: On November 25, 2022, I signed up for the Uniquely Yours Diabetic Plan in reply to Nutrisystem's promotional Internet offer. That offer included a "locked-in fixed price" for all shipments, (with auto-delivery), at $299.99. On November 27, 2020, Nutrisystem sent me an order confirmation in which they changed the price on subsequent shipments, after the 1st delivery, to $374.99. I spoke to a representative at Nutrisystem who offered a resolution by providing me with a "locked-in fixed price" of $294.99 for the Uniquely Yours Diabetic Plan. I requested a written confirmation of this new price and was transferred to another customer service representative. Although the 2nd customer service representative acknowledged the $294.99 "locked-in fixed price" as being documented in my account, she needed to confer with a supervisor regarding sending me a confirmation. After 29 minutes on hold, she advised me that Nutrisystem would not honor the "locked-in fixed price" offer of either $294.99 and/or $299.99. She further stated that her supervisor told her that if I would not agree to pay the $374.99 price for subsequent shipments, she had been instructed to cancel my order and close my account indefinitely. Accordingly, Nutrisystem cancelled my account indefinitely (with an explanation that "indefinitely" I would be prohibited from ever ordering from them again), and they refunded my payment of $299.99

  Business Response

  Date: 01/18/2023

  We are sorry the customer feels he had a poor experience.  The customer signed up for the Uniquely Yours Plan on 11/25/2022 with a Black Friday promotional offer. We acknowledge that the customer received an email communication that the subsequent monthly cost would be higher than the promotional offer, and we do not know what caused this to occur when the customer checked out.  We do apologize for any inconvenience, and, when the customer called on 11/27/2022,our customer service agent offered to resolve the issue and provide the customer with the original locked-in Black Friday promotional price. After listening to the customers call, at no time was the customer ever denied the locked-in promotional price from any agent or supervisor.  The customer clearly declined the promotional offer and then requested cancellation of the order.  As of 11/27/2022 the customers auto-delivery account was cancelled indefinitely (cancellation # ***********) so that no additional shipments would be billed.  As the first months order was voided before shipment, the customers credit card was never charged.  The customer sent a subsequent e-mail on 11/30/2022 demanding thousands in damages from alleged breach of contract, which the company replied on 12/05/2022 reiterating the facts above.  The customer is free to sign up for an account with any available plan under current pricing, but since the customer declined and cancelled the promotional offer back on 11/27/2022, it is no longer available.  We trust that full cancellation and no further obligations is a satisfactory resolution to the issue. Please let us know any additional questions or concerns.

  Customer Answer

  Date: 01/26/2023

  [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 response to the BBB included the following statement: "The customer is free to sign up for an account with any available plan under current pricing, but since the customer declined and cancelled the promotional offer back on 11/27/2022, it is no longer available.  We trust that full cancellation and no further obligations is a satisfactory resolution to the issue. Please let us know any additional questions or concerns".

  I very recently received a brand new offer from Nutrisystem that was 100% identical to the offer from November, 2022. I signed up for this new offer and received Confirmation #**********. My card was charged for $299. Today, January 26, 2023, I received an email that my order was cancelled and a refund was being processed. Their email included the following text: "Dear ******* I'm sorry, as your previous communications contained threats of legal action, we cannot process any orders at this time.  As such, your Nutrisystem order was not processed and has been cancelled. Since your order was not shipped, your credit card was not charged". The email included a cancellation number of #***********.

  Regards,
  Nutrisystem Consumer Response Team

  Being retired from law enforcement, and being a distinguished Lifetime Member of the ***** ******* *********** of ****** ** ******, I always try to deescalate any dispute before proceeding with litigation. Although I have made every attempt to resolve this with Nutrisystem, I can only conclude that Nutrisystem, even after admitting in writing that this entire situation was caused by their errors and omissions, would prefer the liability of litigation as compared to simply fulfilling their prior written response to the BBB.

  Thank you,

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

  Business Response

  Date: 02/06/2023

  We have provided all information regarding this matter in our initial response.  We did not arrive at this conclusion lightly, but due to the unreasonable threats the company received after the customer outright declined our best efforts to accommodate and honor the original offer, at this time we feel that it is in the best interest of both parties to part ways.  We just do not feel that we are able to accommodate the demands of this customer.  We consider this matter closed and wish the customer all the best in finding a program that is right for him.

  Customer Answer

  Date: 02/08/2023

  [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:
  

  Nutrisystem had replied to the BBB with a settlement offer in kind, whereby I could reorder any Plan that was currently being offered at existing pricing. Apparently they were not aware that a Plan identical to my prior order was then currently being offered to me by their company. I placed an order for that identical plan at identical pricing, paid for the order, and 2 days later, Nutrisystem refused and cancelled my order. By not honoring their own written settlement offer as sent to the BBB, Nutrisystem's actions only served to further demonstrate their deceptive business practices, and in my view, has now significantly increased their liability. I now see no other option than having the dispute resolved by a Jury trail in **** ***** County Florida. Nutrisystem is about to learn a very expensive lesson, and I suggest they govern themselves accordingly.
  
  **************

  Business Response

  Date: 04/04/2023

  We have provided all information regarding this matter in our initial response.  We did not arrive at this conclusion lightly, but due to the unreasonable threats the company received after the customer outright declined our best efforts to accommodate and honor the original offer, at this time we feel that it is in the best interest of both parties to part ways.  We just do not feel that we are able to accommodate the demands of this customer.  We consider this matter closed and wish the customer all the best in finding a program that is right for him.

• Initial Complaint

  Date:01/01/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently placed an order on accident. I called to try and cancel within 24 hours and said since the order is processing they wouldn't cancel it . I then asked if I could refuse the order and they said no and I had to pay for shipping back. I literally canceled within 24 hours as this was an accidental order. I just want this to be canceled.

  Business Response

  Date: 01/07/2023

  The customer signed up for the Uniquely Yours Max Plus Program on 12/30/2022, taking the auto delivery option when signing up.  The customer called customer service on 1/1/2023 and 1/3/2023 to cancel the Program.  As of 1/3/2023 the customer’s account has been cancelled indefinitely (cancellation number ***********) and no further orders will be shipped out.   Upon our review, the customer service agents did not provide accurate information to the customer, and they will be coached accordingly.  A full refund has been issued on 1/6/2023, under our money back guarantee.  The customer should allow 5-7 business days to receive the refund.  We sincerely apologize for any inconvenience this may have caused the customer, but we trust that a full refund provides a satisfactory resolution to the issue. 
  
  Please feel free to call or email customer service any time with additional questions.
  
  Regards,
  
  Consumer Response Team

  Customer Answer

  Date: 01/21/2023

  [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:12/27/2022

  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 ordered Nutrisystem for the first time in 2022. When you order, you are apparently automatically signed up for auto-delivery/subscription plan. I went online to cancel the plan on 11/20/22. There is every option but 'cancel' available online, you MUST call customer service to cancel. I therefore postponed my next delivery until October so that I would have time to call customer svc. on my next availability. On 08/25/22 at 7:57am CT, I called the number provided and cancelled the plan. Surprisingly, I received another shipment in November. I had no reason to suspect this would happen, no reason to check portal/emails. They even charged me $461.14 for that shipment. I promptly contacted Nutrisystem to advise of the matter, and they told me I never called them in August, they had no record of my cancellation. Does it count negatively against the rep. that they cannot convince you to stay on as a customer? I provided the call logs from ********, 13-minute call. I also answered the survey after the call and gave very specific details about that survey. Those are 2 ways anyone can prove they cancelled over the phone- which by their design is the only way you are allowed to cancel. Instead, the rep. asked me to mail back the non-frozen foods at my OWN expense. I spent $16.16 to do that on 11/08/22. Under 815 ILCS 430 Unsolicited Merchandise Act, I was NOT required to mail back those items as they were not requested by me. According to tracking, they were received the next day but no refund. They basically asked me to donate the unused food for them to resell. Were they planning to report my donation on their taxes? I emailed and called many times since, finally received only $96.68 back on 12/26/22- that's nearly 2 months later and only because I had evidence of return shipment (despite clearly receiving shipment with RMA# on 11/09/22). I am requesting the remaining $380.62 refund for the shipment I never ordered and was forced to return at my own expense.

  Business Response

  Date: 01/03/2023

  The customer ordered the Uniquely Yours Max Plus program on 7/10/2022.  All aspects of the Program are disclosed at the checkout and customers can cancel online or by calling customer service.   When the customer called customer service on 8/20/2022, the agent was unable to locate the Customer’s profile during the call.  The customer then decided to delay the next auto-delivery shipment online on 8/20/2022 at 3:17pm.  The delay was from 9/12/2022 to 10/31/2022, and the next auto-delivery was rescheduled for 10/31/2022.   All transactional emails were sent out to the customer’s email address on file.  On 11/3/2022, the customer called customer service to cancel the auto-delivery plan.  The customer’s account was cancelled indefinitely on 11/3/2022, (cancellation number ***********) and no further orders will be processed.  Since the order had already begun to process, the customer was given a return merchandise authorization number to return non-frozen portion of the order.  The frozen portion of an order is non-refundable and non-returnable once an order begins to process.   We received the non-frozen portion at our warehouse and a refund for the non-frozen portion of the order was processed on 12/26/2022.   We appreciate the customer’s feedback, unfortunately since the customer called after the order had begun to process, the frozen portion cannot be refunded.  However, we trust that the partial refund for the non-frozen portion of the order is a satisfactory resolution to the issue.    Please feel free to call or email customer service any time with additional questions.
  
  Regards,
  
  Consumer Response Team

  Customer Answer

  Date: 01/19/2023

  [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:
  

  Apologies for the typo, I meant to say I went online on 08/20/22 (not 11/20/22).  To address each item: 
  
  1.) I checked my cell phone call logs and do not see a call on 08/20/22, nor recall one.  But if I had, there would be no reason the agent would not be able to locate my profile, I have a short last name and have had this number and address for many years.  Also I am confused, if they could not locate my account on that call, then how are they now confirming I called that day?  Perhaps that date was a typo by Nutrisystem. However, this is the first time Nutrisystem has finally acknowledged that I did in fact call sometime in August prior to the delivery, thank you.  
  
  2.) I checked my cell phone  call-logs, I have proof of a 13-minute call on 08/25/22 at 7:57am CT to Nutrisystem to cancel my order (week after I had already postponed my order online myself).  I spoke with a female associate and completed the post-call survey.  At this point, as Nutrisystem acknowledged, I had already postponed my shipment the week prior, which supports that cancellation was the only reason I was calling.  Please forward the recording of the conversation.
  
  3.) No, there was no way to cancel online at the time in August 2022 from what the FAQs indicated.  In late-2022+ the website was updated and there is now an FAQ that says 'How Do I Cancel My Plan?' and includes a 'chat' option (printout previously uploaded), but that was not an option listed then.  Please see attached online printout of the only cancellation policy FAQ from Nutrisystem's website on 08/19/22, per the ************** archives.  This is corroborated by a quick ****** search for 2021/2022 articles/blogs with consumers asking how to cancel.  Also attached is a comparison of the 08/19/22 FAQ section versus the current FAQ section that supports that the options available were different, this is a new policy option where 'chat' is now available.  
  
  4.) As I indicated, there was no reason for me to suspect another shipment was coming since I had already cancelled.  I don't check emails often, so I did not receive any alert that something was wrong.  
  
  5.) Per the Return Policy (printout previously uploaded): "Credits are issued within 14 business days after your return is processed..."  Each return contains a identification number to match the account.  Tracking number indicates returned items were received by 11/09/22.  Nutrisystem acknowledges the partial-refund was not processed until 12/26/22 (47 days later), after I sent photos of my receipt with tracking, which supports that there was no refund planned.
  
  6.) Again, this is not a return anyways, but a mistake on Nutrisystem's part that I had no control over.  According to the refund policy, "Shipping costs are not refundable unless it is a result of our error."  Accordingly, and in addition to the Unsolicited Merchandise Act, the entirety of the order and shipping should be refunded.
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/01/2023

  We have provided all information regarding this matter in our initial response.   All transactional emails were sent out to the customers email address on file.  The frozen portion of an order is non-refundable and non-returnable once an order begins to process.   We appreciate the customers feedback, unfortunately since the customer called after the order had begun to process, the frozen portion cannot be refunded.  We consider this matter closed and wish the customer all the best.
   
  Thanks,
  
  ***** 
  ***********************
  Sr. Manager, Contact Center Operations

• Initial Complaint

  Date:12/20/2022

  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.

  My elderly diabetic father wanted to join. Got him set up and my sister (his child) died unexpectedly right away getting his first shipment. I called in a week ago to cancel because he wasnt able to eat the food from first shipment and life had taken an unexpected turn that required some life changes. I notified the customer cancellation team who was nice and got his auto ship canceled, was very upfront that there was no room in freezer and he was off a normal routine due to my sisters passing. She assured me it was canceled and not to worry. My dad returned home yesterday from out of state to find the next months order there. He called me and I called in. I was talked to very unprofessionally with no care or empathy. I was told he would have to just pay for it becyit had already processed which is NOT what I was told when I called in to cancel until we got him squared away with the passing of my sister. I asked to speak to a supervisor then the customer service lady who was less than professional put me on a long hold and never came back. I had to call in again to be put on a long hold to be told I was in wrong department so got transferred again and after explaining my request to speak to a supervisor the foreign lady patched me through yo a survey. We were planning to return to this program but if this how you treat the elderly and those trying to assist the elderly we will NOT be returning. We followed proper protocol to be ran in circles and to be treated horrible. His daughter died and your care reps were rude and obviously you have to care for your customer base. You will refund both orders for your terrible customer service and wasting my time having to deal with your nonsense. God bless the elderly and go wouldnt have anyone to help advocate for them. I expect all charges to be refunded as this was fraud and to compensate for you wasting my time and attempting to take advantage of an elderly diabetic man who lost a child during the holidays. Pitiful!!!

  Customer Answer

  Date: 12/21/2022

  Hi, I appreciate your response. My fathers name is ***************************** and his address is ****************************** Lennon, Michigan**********. Thank you for your help! 

  Business Response

  Date: 01/03/2023

  We are very sorry the customers loss.  We have reviewed the interactions and the customer service agents provided assistance in a professional manner.   The customer signed up for the Uniquely Yours Ultimate D Program on 10/27/2022,taking the auto delivery option when signing up.  The customers daughter called customer service on 12/14/2022 to cancel the Program.  As of 12/14/2022 the customers account has been cancelled indefinitely (cancellation number ************) and no further orders will be shipped out.  Unfortunately, since the order began to process on 12/11/2022, the processing order could not be cancelled at the time of the call, however the Customer hung up before the customer service agent could explain this to the customer. The customer called back on 12/20/2022 and was advised that once an order begins to process, it cannot be cancelled.  The customer was further advised that the frozen portion is non-refundable, however the non-frozen portion could be returned for a refund.   As a onetime courtesy we have processed a refund for the non-frozen portion of the order on 01/03/2023. The customer should allow 5-7 business days to receive the refund. We trust that this explanation and a partial refund provides a satisfactory resolution to the issue.   Please feel free to call or email customer service any time with additional questions.

  Regards,

  Consumer Response Team

  Customer Answer

  Date: 01/17/2023

  [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: as explained in my first complaint your customer service person did not state ordered had been processed and I was assured no shipments would be coming. If you actually reviewed the call you would hear that. . Also, I did NOT hang up on anyone. Your customer service agents are rude and its a scam with all the re-routing you do for a customer trying to get help. Obviously its more important to scam the elderly than to keep a good name. Customer is not accepting a partial refund! Customer demands full refund! Terrible customer service even on this response. No responsibility taken whatsoever by your customer service and even went as low as to blame me for your poor customer service. Nobody hung up on anyone, guess that’s part of the scam though. Waste of everyone’s time. Full Refund demanded immediately! 
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 02/10/2023

  We have provided all information regarding this matter in our initial response.   We are sorry that the customer feels she had a poor experience.  As a onetime courtesy the Customer was issued  a refund for the non-frozen portion of the order.    With regard to our customer service, Nutrisystem strives to delivery excellent customer service.  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. Upon our review our customer service agents acted in a professional manner at all times.  We consider this matter closed and wish the customer all the best.

• Initial Complaint

  Date:12/19/2022

  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.

  NutriSystems makes it EXTREMELY difficult to cancel. Over the last 6 months I kept delaying my delivery because I couldn't afford it at that time. Last week, I knew I was getting close to another delivery, so I went into my online shopping cart and marked all my "# of items" as 0. I couldn't find ANY way to cancel. Today, I received an email that my order was shipped. From their website I finally found a phone number where I could finally reach a person to talk to. (Previously I got stuck in the automated phone nightmare). The representative was short and rude. I have to pay for the order that I thought I canceled. I am low income. Now I have to figure out how to pay for my rent! I am devastated.

  Business Response

  Date: 01/03/2023

  We sincerely apologize the customer had difficulty contacting customer service, however there are various ways that customers can contact us, and we do accept online cancellations.  Upon review of the transactions, the customer did delay the order 4 times online; the next order was scheduled to process on 12/16/2022.  All transactional emails were sent out to the customer to the email address on file.  The customer called to cancel the order on 12/19/2022 and at the time the customers account was cancelled indefinitely (cancellation number ************) and no further orders will be processed.   Unfortunately, when the customer called to cancel the order, the next order had already begun to process.  The frozen portion of an order is non-refundable and non-returnable once an order begins to process.  However, the customer can return the non-frozen portion for a partial refund.  The customer can call customer service to receive an RMA number to return the non-frozen portion of the order.   Once the return is received at our warehouse, the non-frozen portion of the order will be refunded.  We appreciate the customers feedback, and we also reviewed the interactions with the customer service agent and did not find any issues with the agents interactions.   Please feel free to call or email customer service any time with additional questions.

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:12/17/2022

  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 discussed the nutrisystem program with multiple people on the phone prior to ordering. I was told about the right to cancel the first week and receive a refund but NEVER told about a charge to stop the program. I received the food and found it to be unsatisfactory but wanted to pay for the shipment because it was not going to be returnable. So after 2 weeks, I called to cancel. Now, all of a sudden, I'm told there is a charge to stop. This is a scam!!!! Do they expect people to stay with their food for the rest of their lives? Or what if I only wanted to lose 5 pounds so only needed a month's worth of food?

  Business Response

  Date: 01/03/2023

  The customer signed up for the Uniquely Yours Program on 11/24/2022, 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 12/15/2022 to cancel the Program.  As of 12/15/2022 the customers account has been cancelled indefinitely (cancellation number ************) and no further orders will be shipped out.   The customer cancelled after only receiving one shipment, therefore, per the terms of the Program, the customer was charged the early cancellation fee.  The customer had been advised of this on the 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.

  Regards,

  Consumer Response Team

  Customer Answer

  Date: 01/17/2023

  [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: Before I ever signed up for this program, I called several times and talked to "employees". I asked multiple questions about the program and NO ONE said there would be a cancellation fee. All they told me upon my questioning is "you can cancel anytime". I feel I was misled by the "employees".
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/09/2022

  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.

  My Nephew joined Nutri System to loose wait. After receiving the product he noticed alot of the food was hard or stail and didn't work at all. I initially postponed the next shipment until December 2, 2022. However he informed me that he didn't want to spend anymore money on a product that didn't work for him. He said it was misleading and false advertising. I called in on November 21, 2022 and told them that I wanted to cancle the subscription. They told me it would be done. Next thing I know I was charged the the $474.99. I immediately called Nutrisystem and told them that I had previously canclled the subscription. I was told that the shipment was already being processed and there wasn't anything that could be done. I told the not to send it. On December 7, 2022 the shipment showed up on my doorstep. I took it back to ***** and on December 8, 2022 it showed up again. This was all frozen food. I called Nutrisystem and they said there was nothing I could do and I had to pay for the frozen food. What a SCAM! What a SCAM! I think people are catching onto this, as I don't even see anymore advertising for Nutrisystem. Not only does the food not work, not taste good the customer services ***** too.

  Business Response

  Date: 01/11/2023

  The customer signed up for the UY Max Plus Program on 10/4/2022.  All aspects of the Program are disclosed at the checkout and customers can cancel online or by calling customer service.  The Customer decided to delay the next few auto-delivery shipments online and the next auto-delivery was rescheduled for 12/2/2022.  All transactional emails were sent out to the customers email address on file.  On 12/4/2022 the customer called to cancel the auto-delivery plan.  The customers account was cancelled indefinitely on 12/4/2022, (cancellation number ***********) and no further orders will be processed.  However, since the order had already begun to process, the customer service agent advised that the processing order could not be cancelled at the time of the call.  The customer service agent further advised that the non-frozen portion of the order could be returned once it was received, but the frozen portion of the order is non-refundable and non-returnable once an order begins to process.   The customer refused the delivery of both the non-frozen and frozen portions of the order.  We are in receipt of the non-frozen portion of the order that was refused by the customer and a refund for this portion of the order was processed on 01/9/2023.  The customer should allow 5-7 business days to receive the refund.  We trust that this explanation and a partial refund provides a satisfactory resolution to the issue.   Please feel free to call or email customer service any time with additional questions.
  
  Thanks,
  
  *****

• Initial Complaint

  Date:12/07/2022

  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.

  During the week of November 30, 2022 I received the 2nd required order for Nutrasystem. This was after trying to communicate that I was not enjoying some of the foods and was having difficulty finding workable options for the 2nd order. I delayed the order. I called again to see if I could just order meals and no snacks. I have a sensitivity to sugars and most of the snacks sugar content is too high for me, even those that are diabetes friendly and I did not enjoy the popcorn and other salty related items I had. I was not offered a chance to return and exchange although I asked about returning them. I was told no I could return them. Fast forward to after receiving the 2nd order with several issues, i.e., frozen items either broken in pieces, or split open, I called to cancel the auto-delivery. During this conversation I again mentioned my dissatisfaction with these issues, but also that I had a number of items I would not be eating whether d/t health or lack of enjoyment, and again was offered no opportunity to return and exchange. After a couple of days, I thought perhaps there might still be a way of working out an agreeable solution. After all this took food shopping money I can't replace and I am now stuck with all these items. This morning I spoke to an agent who stated yes I can return items, but I would have to pay the $125 penalty for doing so. What? All I did was cancel auto-delivery and still have an account, and there is now no possible way for me to exchange these items for items I will actually eat? I hadn't even asked for my money to be returned, and I know I have to pay shipping to return these items. I was on this program years ago, and at that time there was a much more user-friendly platform to work out issues like these. Today, there seems to be no interest in finding an agreeable solution for a customer who is not having a stellar experience with this program. At the very least I am looking for a way to return and exchange a number of items. Or, if that is still not an option, I would be happy to return all the remaining pantry items for an appropriate refund. Either way, I am now seeking assistance through the Better Business Bureau to find a workable solution that we can all agree on.

  Business Response

  Date: 12/28/2022

  We sincerely apologize for the misinformation and any frustration the customer may have experienced.  The customers auto-delivery order was cancelled as of 12/05/2022 (cancellation number ***********). Customer service reached out to the customer on 12/09/2022, and a refund was issued for the customers last order.   We appreciate the customers feedback and trust that a full refund for the last order is a satisfactory resolution to the issue.

  Please feel free to call or email customer service any time with additional questions. 

  Regards,

  Consumer Response Team

  Customer Answer

  Date: 01/03/2023

  [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. 

  The company was committed to working with me to reach a satisfactory resolution and this was much appreciated. 
  
  Regards,
  
  ***************************