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:11/01/2022

  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.

  On 11/1/22, I called Nutrisystem and talked with *****. I explained my issue and she began 'reading to me' my order. I repeatedly asked her to stopped reading my order to me. That did not relate to the problem I called and asked to resolve. Next, she stated she was going to take another $300+ in addition to the $317 already deducted for the current order. I stated that was not helpful and that it would create problems for my checking account and budget. After realizing that this woman was going in a direction of incompetency, I asked for a supervisor. She refused and began reading my order to me. At that time, I realized I was dealing with a person totally clueless as to what was needed and the reason I called. I began asking for a supervisor and did so at least a dozen or more times. She stated that the supervisor refused to talk with me. At that time, I realized that I had been thoroughly harassed, had to deal with a person unable to understand the situation, and that my banking account was in jeopardy. The situation became dire and ridiculously out of control.

  Business Response

  Date: 11/22/2022

  The customer called customer service on 11/1/2022 to address an issue with billing and price of the order that was most recently charged.  We apologize if the customer felt she had a poor experience.  We have reviewed the phone call between the customer and the agent, and the agent did make many attempts to understand the billing issue and attempted to address the customers concern.  The agent was very calm and courteous with the customer during the conversation. Following the call, a supervisor did reach out to the customer via e-mail on 11/1/2022 and explained the billing issue that the customer raised and advised the customer that the agent did cancel the order in question.  Since the customer did not request cancellation of the account, the supervisor also requested that the customer contact customer service regarding the next order.  To date, we have not heard back from the customer.  Once the customer contacts us, we can further assist the customer and find a satisfactory resolution.  Please feel free to call or email customer service any time with additional questions.

  Regards, 

  Consumer Response Team

  Customer Answer

  Date: 11/30/2022

  [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:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/31/2022

  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.

  2 Consecutive months in a row my preferences were completely ignored on my frozen orders and some of my non-frozen orders. I am a vegetarian and they have sent me food with meat in it. If none of my preferences include meat items why would they be sending them in the first place. I reached out to their email support and they responded with a "Call customer service to get help with this." Which is absolutely ridiculous! I'm working 3 jobs I don't have the time to sit on hold with customer service! The solution that their customer service offered was 6 replacement meals. 6 meals to make up for 2 entire months worth? That's the absolute best they could do? I've a few hundred dollars worth of meals just to be offered 6 meals to exchange. Not only that, but I have lost no weight on this program. Definitely not the "Up to 50lbs" that they advertise. If you can only give me 6 meals, I'd rather just get 2 months refunded for the waste of time and money.

  Business Response

  Date: 11/15/2022

  We sincerely apologize for any confusion the customer may have experienced when signing up for the program.  When the customer ordered online on 6/1/2022, the customer ordered the Complete Plan, a pre-paid six month plan.  This plan transitions from a 28-day program in the first month, to a 20-day program in months 2-4 and then to a healthy-lifestyle program for months 5 and 6.  All of these months are customizable. The details of the plan are outlined online and there is also an email notification containing this information that is sent 4 days prior to the next auto-delivery.   As of 10/24/2022, the customers account has been cancelled indefinitely when the customer cancelled the account online (cancellation number ***********).  The customer called on 10/31/2022 regarding the receipt of non-vegetarian items, however since the customer did not customize the last two months of food that was delivered the system automatically sent out the favorites package, which contains non-vegetarian food.   Unfortunately, the customer service agent gave some misinformation on the replacement meals to be sent out to the customer and this agent has been retrained.   

  As a courtesy for the inconvenience,  we have issued a partial refund for the last month of food on 11/15/2022 which should post in the next several business days.  We appreciate the customers feedback and trust that a partial refund 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:10/15/2022

  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.

  2-3 months ago, I’d requested my account be put on hold till November, as I had several work trips coming up that I’d need to leave town for. I am currently not in town for a non-work related issue and was surprised to see there was a charge on my credit card this morning. I called them to check on it and they said a new order was processed this morning. When I asked why I hadn’t received email confirmation, the email they said they had on file had a wrong digit in it (even though it had been correct in the past as I’ve received emails from them before). When I corrected her about my email address, she stumbled back and changed her words as if she was trying to cover for them not having the correct email. I asked her to cancel/postpone the order and she refused. The blatant disrespect and lack of empathy from the agent was insulting. So essentially now since they had the incorrect email on file and I’m out of town, I’ll be returning home with rotting food behind my door. I asked her to cancel my account completely. And just as I never received email confirmation that they would be charging me, I still haven’t received email confirmation for my account cancellation. Maybe because they still didn’t update my email after I corrected them.

  Business Response

  Date: 10/31/2022

  The customers account was cancelled indefinitely on 10/15/2022, (cancellation number ***********) and no further orders will be processed.   Since the order was cancelled prior to shipping, the customer was not charged. We appreciate the customers feedback and apologize for any inconvenience that this may have caused. We trust that cancellation of the account 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:10/11/2022

  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.

  I registered for Nutrisystem's Uniquely Yours Max+ Partner 7-Day Plan, which should have been a shipment every two weeks. For some reason, they kept charging and sending shipments to me weekly. It took numerous chat/phone conversations to get that resolved, and it was about 3 weeks in a row that I received shipments. It filled up the two freezers in my house. I delayed my next shipment multiple times on the Nutrisystem website over the following weeks as we were still working through the food we received from the multiple shipments. I contacted them on 9/3 via live chat to delay my order until 9/12 until we figured out how much more we had left because the system was not allowing me to delay it myself on the website, like I was able to in the past. We didn't get a chance to look through all of the food, and I didn't want to worry about their order cutoff, so I contacted them again on 9/8 via live chat because the "delay my order" option was still greyed out. I asked to move our order to 9/19 just to give us some more time. The order still was sent to us, and they are claiming they have no record of the 9/8 conversation. I called them on 9/12 when I received the order confirmation and asked to speak to a supervisor multiple times, but was told that they can't do anything once the order is confirmed. I also emailed them, but their email support took 11 days and then 18 days to get back to me, which is unacceptable. I was willing to reject the order and send it back to them, but the phone rep said that I could only be refunded for the non-frozen food, which defeats the purpose since the whole issue was them sending too much of the frozen food. I had to throw out most of the food. I am just looking for a refund of the last shipment of $457.49 as there are obviously system issues with delaying orders both by the customer and by the reps. I never should have received the last order.

  Business Response

  Date: 10/25/2022

  We sincerely apologize the customer had difficulty contacting customer service.  A system update update has caused issues including unusually high call and chat volumes across the contact center causing longer than usual wait times.  We have reviewed the interactions from chat and the customer did select to delay until 9/12/2022.  The customers account was cancelled indefinitely on 10/11/2022 (cancellation number ***********)and no further orders will be processed.   When the customer called customer service on 9/12/2022, the order was already processing.  The customer can send the non-frozen portion of the order back for a refund, using this RMA number (**********).  We appreciate the customers feedback and apologize for any inconvenience that this may have caused.   We trust that cancellation of the account is a satisfactory resolution to the issue. The customer will receive the refund of the non-frozen order once we receive the products at our warehouse. 

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

  Regards,

  Consumer Response Team

  Business Response

  Date: 12/01/2022

  We have reviewed the customers complaint again and have the details of the chat that state the customer asked for the auto-delivery to be delayed out until 9/12/2022.  Our agent repeated this information to the customer and the customer did confirm the 9/12/2022 date.
  When the customer called customer service on 9/12/2022, the order was already processing.  The customer can send the non-frozen portion of the order back for a refund, using this RMA number (**********. The frozen portion of the order is non-returnable,non-refundable once the order begins to process. We appreciate the customers feedback and apologize for any inconvenience that this may have caused.  The customer will receive the refund of the non-frozen order once we receive the products at our warehouse.  Please feel free to call or email customer service any time with additional questions. 

  Regards,

  Consumer Response Team

  Customer Answer

  Date: 12/05/2022

  [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 contacted Nutrisystem on 9/8/22 via their live chat to delay my order until 9/19. They did not delay the order and instead processed it on 9/12. Please refund my order. I cannot send anything back as this has now been going back and forth for months and I threw it all out since I was told by your company that it was non-returnable.

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

• Initial Complaint

  Date:10/11/2022

  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.

  Nutrisystem uses deceitful business practices & false advertising to trap their victims into cancellation fees. Not only that, they auto bill and do so unauthorized over drafting my account. I kindly asked for a FULL refund and they have refused to honor my request. Therefore I have no choice but to file this complaint. How would you like it if someone unexpectedly withdrew $380.00 out of your bank account when you explicitly canceled your subscription. Then to add insult to injury they want to charge me a $120 cancellation fee!!!!!???? I do not remember this when I signed up. Hopefully the BBB takes severe action against this borderline criminal behavior by this company. This was their response to my refund request:Thank you for reaching out to Nutrisystem in regards to the early cancellation fee. We see when you were on the Men's Uniquely Yours Ultimate Plan back in 2020, you have received two or more monthly shipments. That is why you were not charged an early cancellation fee previously. Currently, you just took one order of the men's Uniquely Yours Max plan and cancelled before receiving a second plan shipment. In order to receive the auto delivery discount of 45% off, you agreed in the terms and conditions of accepting two orders if not an early cancellation fee would apply. I do not remember ever agreeing to this, must hav been one of those "fine print" deals.

  Business Response

  Date: 10/25/2022

  The customer signed up for the Uniquely Yours Max Program on 9/4/2022, 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 emailed customer service on 10/8/2022 to cancel the Program.  As of 10/8/2022 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 in an email from customer service on 10/8/2022 when the customer initially requested the cancellation.  The customer was also sent a subsequent email on 10/11/2022 with an explanation of the charge.   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:10/11/2022

  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 joined Nutrisystem in May of 2022. I decided to cancel my plan in September of 2022 and this is where the problems began. I attempted to delay my order so I could cancel before it shipped but their system was having technical difficulties and I was unable to delay the order. I placed numerous calls and was on hold for so long I just hung up. I sent emails that took over a week to be answered, although the emails they sent me to sell me more products came daily. I waited for ***** to deliver the order and refused delivery on 9/15/2022. They did send me an email acknowledging that I had canceled my account but I have yet to be refunded for my order. I just want my money back. Its such a shame that companies are still able to operate like this. The tracking with ***** does show that the order was not delivered and was to be returned to Nutrisystem. Any help is greatly appreciated.

  Business Response

  Date: 10/18/2022

  We sincerely apologize the customer had difficulty contacting customer service.  A system update has caused issues including unusually high call and chat volumes across the contact center causing longer than usual wait times.  The customers account was cancelled indefinitely on 9/12/2022, (cancellation number ***********) and no further orders will be processed.   As of 10/17/2022 the Customer has been issued a full refund which should post to their account within the next several business days. We appreciate the customers feedback and apologize for any inconvenience that this may have caused. We trust that cancellation of the account and a full refund 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:10/11/2022

  Type:Billing 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 called Nutrisystem to cancel my subscription on 9/13/2022 and spoke with DJ, after being on hold for nearly one hour. I was informed at 7:26PM EST, that there would be a $125 cancelation fee. I was given a Confirmation # ***********. Moments later, the entire amount of the plan was charged on my ****** account for $283.45. I was then sent an email from Nutrisystem stating that my plan was canceled and that if a refund was due, I would get it in 7 to 14 business days. I spoke with Nick on 9/14/2022, at 3:08PM, and alerted him that my account was charged the entire balance of $283.45 instead of just the cancelation fee of $125. After waiting approximately 45 minutes, Nick assured me that the money was manually refunded in the system, and that I would receive the refund within 3-5 business days. Nick said there was no new confirmation number, and that I would not receive an email because the manual process did not have the capability for the type of transaction. He did not offer any resolution for what to do if I didn't get the refund other than wait. I have allowed more than enough time to pass and still have not received the refund. It has now been 20 business days. 

  Business Response

  Date: 10/25/2022

  We sincerely apologize the customer had difficulty contacting customer service.  A system update has caused issues including unusually high call and chat volumes across the contact center causing longer than usual wait times.  The customers account was cancelled indefinitely on 9/13/2022, (cancellation number 60000119326)and no further orders will be processed.   As of 9/14/2022 we attempted to issue a full refund, however the refund was unsuccessful and we will reach out to the customer directly to attempt to process this refund.   We appreciate the customers feedback and apologize for any inconvenience that this may have caused. We trust that cancellation of the account and a full refund, once it is able to be processed, 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: 10/27/2022

  [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:10/10/2022

  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.

  Can't Uniscribe E-mails

  Business Response

  Date: 10/25/2022

  As requested, please be advised that the customer’s account has been placed on Nutrisystem’s® “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:10/09/2022

  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.

  Nutrisystem robbed my credit card and refuses to refund $1000. Their customer service refused to stop shipments, they don't want to follow the instructions as it's advertise on their website for cancelling orders. Nutrisystem is falsely advertising on their website for "meal plans" to intentionally overcharge customers continuously and not deliver the meals. After Nutrisystem gets the customer's credit card information they will steal your money without sending the meals. I called several times Nutrisystem to stop orders due to their delivery issues and missing most meals. However their customer services hasn't placed a stop or canceled future orders and kept charging my credit card as if they were sending the meals. Nutrisystem collected over $1000 without my authorization and never delivered the meals. My credit card has been robbed by Nutrisystem. First shipment had only half of the meals, the second shipping never arrived, the replacement was delivered to a different building and left under a table in the lobby for days so all the food was damaged. I continued to call Nutrisystem and their customer services said to get the refund from ***** who deliveries their meals, their customer service are big scammers and Nutrisystem is behind the scam. This company is nothing but fraud and it should be a class action lawsuit for their false advertisement and robbery.

  Business Response

  Date: 10/25/2022

  We sincerely apologize that the customer felt she had a poor experience.  Upon our review, the customer was signed up for two separate programs, under two different profiles.  The customer signed up for the Basic Program on 7/23/2022 and called customer service that same day to cancel this Program (cancellation number *********).  Unfortunately, there was a customer service error and this order was shipped. Customer was fully refunded for this order on 9/29/2022.  The customer placed another order under a different profile on 7/24/2022 for the Uniquely Yours program and called customer service on two occasions to address issues with two of the orders.  The customer was fully refunded for the September order, as a onetime courtesy for the customers inconvenience.   On 10/09/2022,the customer called customer service to cancel this Program and as of 10/09/2022, the Customers account has been cancelled indefinitely (cancellation number **********). We apologize for any inconvenience this may have caused, but we trust that cancellation of the account and the refunds set forth herein satisfactorily resolves this issue. 

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

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:10/08/2022

  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.

  In June 2022 signed up for meal delivery with Nutrisystem. After three months, I decided to cancel.Since it is next to impossible to get anyone on the phone, In early September sent 3 emails requesting the discontinuance of meals. I finally got through to someone to make sure that they had receiverd my emails. The woman I spoke to saw that they had received them. Apparently they had already send the meals for September.Some arrive in a styrofoam cooler with dry ice and some arrive in a box. She said that I would not be charged for the frozen food and to call when I got the box of non-perishables and they would send me a return label to send them back at no cost. The woman I spoke to when I called told me that they never issue return labels and I have been charged for an entire month of food. I would like a refund of $289.00.

  Business Response

  Date: 10/25/2022

  We sincerely apologize the customer had difficulty contacting customer service.  A system update has caused issues including unusually high call and chat volumes across the contact center causing longer than usual wait times.  The customers account was cancelled indefinitely on 9/12/2022,(cancellation number ***********) and no further orders will be processed.   As of 10/24/2022 the Customer has been issued a full refund which should post to their account within the next several business days. We appreciate the customers feedback and apologize for any inconvenience that this may have caused. We trust that cancellation of the account and a full refund 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