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.

  58 Portland Rd Kennebunk, ME 04043

• 

  Nutrisystem, Inc.

  70 Green St Fairhaven, MA 02719-2840

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  Nutrisystem, Inc.

  1807 Cherry Rd Rock Hill, SC 29732-2600

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:12/07/2022

  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.

  For weeks now I've been trying to UNSUBSCRIBE to all e-mails from this company. It seems every time I attempt to do this online or by speaking to them directly they intentionally send more advertisements & several all at once !I may be imagining what I just said but aren't they breaking some type of PRIVACY LAWS ?

  Business Response

  Date: 12/12/2022

  Nutrisystem takes compliance with applicable privacy laws very seriously.   We have processes in place to comply with applicable privacy laws, as detailed in our Privacy Policy.  The customer emailed customer service on 12/4/2022 requesting to be unsubscribed from email.  The agent did put that request through on 12/4/2022, and it takes 7-10 business days for the unsubscribe process to cycle through and update.  Please be aware at times customers may receive Nutrisystem offers which are NOT from Nutrisystem. This happens when a customer, at some point while browsing on the web, opts to receive emails on a third party's website to get information on diet or wellness.  
  
  If the customer is receiving emails after 12/14/2022 we kindly ask that the customer forward us the emails and we will review the matter further.  We trust that this 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:12/06/2022

  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.

  I have unsubscribed from their email spam over 15 times and they wont stop sending me emails. I see i'm not the only one to complain about this. I'm very close to filing a complain with the federal trade commission. A company as big as Nutrisystem should know this and it feels more deliberate than negligent. Either way I'm getting multiple emails from them daily and it needs to stop.

  Business Response

  Date: 12/12/2022

  Nutrisystem takes compliance with applicable privacy laws very seriously.   We have processes in place to comply with applicable privacy laws, as detailed in our Privacy Policy.  The customer unsubscribed from emails using the opt out link and it takes 7-10 business days for the unsubscribe process to cycle through and update.  Please be aware at times customers may receive Nutrisystem offers which are NOT from Nutrisystem. This happens when a customer, at some point while browsing on the web, opts to receive emails on a third party's website to get information on diet or wellness.  
  
  We have reviewed the customers profile and it is currently marked as Do Not Mail.  We trust that this 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:12/05/2022

  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 ordered the program when it was a deal. I didn't like it and tried to cancel. They told me that I had to pay $125 fee for early cancellation. That is not mentioned anywhere that I saw. I would never have signed up if there was a fee like that. I didn't ask for a refund for the past product that I didn't like....I don't want to pay this hidden fee.I did NOT give them permission to charge my card. They charged me anyway. I even asked for them to send me a screen shot of this information and they did not. I want a refund. I will also be contacting my credit card company.

  Business Response

  Date: 12/12/2022

  The customer signed up for the Uniquely Yours Max+ Program on 11/01/2022, 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 12/05/2022 to cancel the Program.  As of 12/05/2022 the customer’s 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

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair 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.

  They wont stop sending me emails every day multiple per day. I've unsubscribed but they still keep coming. I try to unsubscribe again and it just takes me to their website with no way to unsubscribe.

  Business Response

  Date: 12/07/2022

  
  The customers "unsubscribe to email" request has been received. Please allow 7-10 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 a customer at some point while browsing on the web, opt to receive emails on a third party's website to get information on diet or wellness. 
  
  If a customer should continue to receive emails after 7-10 business days, please forward us the email that they are receiving, and we will review further.
  
  Regards,
  Consumer Response Team

• Initial Complaint

  Date:12/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nutrisystem is attempting to charge me 419.97 for an order fulfilled in September that (1) I already paid for and (2) was placed without my knowledge.

  Business Response

  Date: 12/12/2022

  The Customer signed up for an auto-delivery program on 8/17/2022.  The customers second order dated 9/13/2022 was shipped and delivered on 9/16/2022.  At the time the order shipped, funds were not captured due to a system upgrade which caused a computer glitch, that has since been resolved.  Email notifications were sent out to the customer on 11/16/2022 and 12/2/2022 in an attempt to collect the funds for the order that was delivered.   At this time, we still have not received payment for the September 13, 2022, order.  This payment remains open and is due. 

  If the customer believes they have paid for this order, we request that the customer provide us with proof of payment for this order, and we will be happy to review this again.   Please feel free to call or email customer service any time with additional questions.

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:12/01/2022

  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.

  I currently have active disputes with Nutrisystem with the Pennsylvania Secretary of State and with ******. I foolishly ordered the "Complete Plan: Women, My Choice" on 9/7/2022 and received the first month's order. I was certainly not happy with the food quality or contents. Most every item was much higher in sodium and cholesterol than I am used to eating. I have high blood pressure and high cholesterol and am very careful what I eat to keep it under control. I called in early October to cancel the plan and was told that it could not be canceled. I had never seen anything that would have suggested that this was the case so I went to the website and found it in the FAQ at the very bottom of the page, a place that I would never think to look at the time that I placed the order. So I called back and spoke with a very nice woman who said that she understood my concerns and that she would take care of canceling the order which indeed happened on October 24, 2022. The confirmation number was **********. At the same time, I was receiving updates from ****** that they were processing a loan for the amount of the plan. They informed me that they could not withdraw the application until they had confirmation of cancellation from Nutrisystem. So after getting the confirmation and learning that ****** had not received this information, I again called Nutrisystem and was connected to a customer service representative who informed me that the plan was canceled but that I continued to owe ****** because Nutrisystem had already received payment from ****** and they, (Nutrisytem) would not pay the funds back to ****** so they could cancel the loan. This clearly cannot be legal and I will continue to fight this charge. Since I did receive the first month's food I have indeed paid ****** for the first month. I will not pay for the rest of the payments for food that I will not receive. I am hoping that you will resolve this issue for me.*************************

  Business Response

  Date: 12/12/2022

  The customer signed up for the Nutrisystem Complete Program, online at www.nutrisystem.com on September 7, 2022.   This Program provides monthly food deliveries for a committed period of 6 consecutive months.  All aspects of the Program are disclosed on our website, including the details of the Money Back Guarantee.  At the time of signing up for the Program, the customer also opted to use a payment plan for the Program offered through ******.  The first portion of the order delivered on September 10,2022, and the second portion of the order delivered on September 14, 2022. On October 20, 2022, the customer called customer service to cancel her auto-delivery program, and her account was cancelled indefinitely on October 24, 2022 (cancellation number ***********). 

  The Program that the customer ordered is only refundable within the Money Back Guarantee timeframe, which is 7 days from receipt of the order.  When the customer called to cancel the order on October 20, 2022, she was not within the 7-day money back guarantee.  Unfortunately, the customer service agent provided the customer with misinformation regarding the refund policy of the Money Back Guarantee and advised that she could receive a refund, when in fact she was not eligible.  This issue is being addressed internally and the agent is being coached for future phone calls.  However, since the customer was verbally advised that she was eligible for a refund for the Program cost, we will honor the communication that was made to her and we will provide the customer with a full refund for the Program.   Since the customer opened a dispute with ******, we have asked ****** to accept the dispute on our behalf on 12/9/2022 and ****** will then credit the loan for the full amount.  ****** should notify the customer once this has been completed on their end.
  

  We appreciate the customers feedback and apologize for any inconvenience that this may have caused. We trust that this 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: 12/14/2022

  [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:11/20/2022

  Type:Order 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 got my first deliver on 11.17.2022. After trying the foods for a couple of days I made the choice that the program Nutrisystem offers is not for me. I contacted the company on 11/20/2022 to inform them of my decision and process the money-back guarantee they offer. I was informed that that guarantee would not be honored and no refund would be offered. This is a violation of the terms of service and advertising by Nutrisystem. I expect a full refund and for the company to honor the terms for which they sold their product.

  Business Response

  Date: 12/01/2022

  The customer signed up for the Partner Plan on 11/20/2022, taking the auto delivery option when signing up.  All aspects of the Program are disclosed on the checkout page and on our Terms and Conditions, including the 30-day policy. As of 11/20/2022 the customers account has been cancelled indefinitely (cancellation number ***********) and no further orders will be shipped out.   The customer program does not qualify for the Money Back Guarantee.  The customer had been advised of this from customer service on 11/20/2022 when the customer initially requested the cancellation.  The customer contacted the social media team on 11/20/2022 regarding the Money Back Guarantee and was given misinformation,this agent has been retrained.  We will honor the Money Back Guarantee due to this error. As of 11/29/2022 the Customer has been issued a full refund which should post to their account within the next several business days. We trust that this 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: 12/15/2022

  [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:11/18/2022

  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 recently looked at an advertisement for their product. Since then they have started inundating me with emails. I tried 3 times in the last 30 days to request an unsubscribe And it has been ignored. I have written 3 emails telling them I no long want their advertisements they are harassing me to stop immediately. The response was to request un subscribe through the proper channels. I am getting 1-2 emails a day. I would be grateful if you could get someone to get me off their mailing list immediately. Thank you

  Business Response

  Date: 11/22/2022

  As requested, please be advised that the customers account has been placed on Nutrisystems Do Not Email, list.  Please allow 7-10 business days for the unsubscribe process to cycle through. 
  Please be aware, at times customers may receive Nutrisystem offers, which are NOT Nutrisystem.  This happens when an individual, at some point while browsing on the web, opt to receive emails on a third party's website to get information on diet or wellness.  We apologize for any inconvenience this may have caused but we trust that adding the customers information to our Do Not Email list 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

• Initial Complaint

  Date:11/16/2022

  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.

  I have used Nutrisystem in the past with decent results. Due to Covid, I regained the weight I had lost and wanted to try a lifestyle change type of program. I found the Complete Plan by Nutrisystem and thought that would be great. According to the company's paperwork and advertising, the first month includes 28 meals from each of the program meal groups - breakfast, snack, lunch, dinner - plus two containers of shakes. I paid over $1800 for the program. When I went to choose my meals I was only given the option to choose 20 from each meal group. I sent an email about this and received a response about how I had already had my question answered in a previous email. The previous email they referred to was one I had sent about a week earlier when I was trying to get information about the program and make up my mind. It had nothing to do with the meals I was unable to order. I sent another email, same response. I waited a couple weeks and resent an email with my question about the missing meal selections. I also asked about the app and why my program didn't update after I changed my program from an older program to the Complete Plan. I got a canned response about the Complete program, no answer about the lack of choices. After my first shipment arrived, I had a missing meal item. I decided it was time to make a statement about this on the BBB page and did that. I got a message back from Nutrisystem giving me an email address to contact them. I did so. By this time, I had received my second shipment, which was missing the two shakes I was supposed to get for the second month. Still no resolution about the lack of choices for month one. Now, no shakes, a missing product, and an open product in shipment two. Received a message about the missing items from the response about the BBB post. Still no answer about my original issue. This is convoluted and ridiculous. I just want what I paid for. They have terrible customer service. I wouldn't suggest Nutrisystem to anyone.

  Business Response

  Date: 12/01/2022

  We sincerely apologize for any confusion the customer may have experienced with the program.  A representative reached out to the customer on 11/23/2022 and left a voicemail along with sending a detailed email regarding how the plan works, and provide answers regarding replacement items and information on our NuMi app.  We have not heard back from the customer but we trust that this outreach and the detailed email that was sent, are both satisfactory resolutions to the issue.    Please feel free to call or email customer service any time with additional questions. 

  Regards,

  Consumer Response Team

  Customer Answer

  Date: 12/05/2022

  [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:11/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Nutrisystem to cancel my next shipment and they are still charging my card $125 cancellation fee. They claim it is part of the terms and conditions, their publicity say cancel anytime. No business should be allowed to obligate a customer to purchase a second round of products for which they were not satisfied with. Nutrisystem is 30 days worth of food. Obviously it takes time to determine if the program is right for you. I called with a logical and reasonable amount to of time to cancel and assess that I am dissatisfied with the product. They are simply taking advantage of people with fine print and unlawful obligations. I demand the $125 cancellation fee be refunded. Also I deleted my credit card from the website minutes before calling to cancel the auto-order, therefore if they charge my card that means they are keeping my confidential credit card information on file without my consent.

  Business Response

  Date: 12/01/2022

  The customer signed up for the Basic Program on 10/21/2022,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 11/11/2022 to cancel the Program.  As of 11/11/2022 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 and through Social Media contact. 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