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. has 66 locations, listed below.

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  Nutrisystem, Inc.

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

  
• 

  Nutrisystem, Inc.

  58 Portland Rd Kennebunk, ME 04043

• 

  Nutrisystem, Inc.

  70 Green St Fairhaven, MA 02719-2840

• 

  Nutri System Weight Loss Center

  2121 William St Cape Girardeau, MO 63703

• 

  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:10/06/2022

  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.

  Every time I do a nutrisytem challenge in my NuMi app I get 55 percent off plus a 5.00 coupon BUT a when I try to use it the NuMi app never allows me too When I call customer service no one helps me and when I ask for a supervisor none are available This is a scamming company that is truly not a customer oriented dieting program

  Business Response

  Date: 10/25/2022

  We have reviewed the customers issue and an outreach call was made to attempt to contact the customer and a follow up email was sent on 10/7/2022.  The terms of the promotion are visible on the website and any promotions earned through a NuMi Challenge are one-time use only.    Once a customer uses a promotion it cannot be used again, however, they are eligible for other promotions or challenges that come available.   We trust that our e-mail to the customer explaining the terms of the promotion 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

  [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:

  NuMi has a monthly challenge once per month 

  your site doesn't work and when customer service is called 

  you do not honor each months challenge 

  this is supposed to be a diet program 

  This is not Buyers beware
  
  Regards,
  
  * ****

• Initial Complaint

  Date:10/04/2022

  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 purchased an a la carte item for $39.99 and I was charged around $80. I called *** in customer service today and she told me it was an error on the website and that the price should have been $79.99 and I was charged correctly; she refused to refund the difference. I have attached a screenshot of the website offering me the price of $39.99 when logged in.

  Business Response

  Date: 10/19/2022

  After our review, we sincerely apologize that the customer service agent failed to honor the pricing for the a la carte item. The customers account was refunded for the difference on 10/18/2022.  The customer should expect their refund to post to their account in the next several business days if not already posted.  We apologize for any inconvenience this may have caused but we trust that issuing this 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
  

  Business Response

  Date: 11/17/2022

  After our review, we sincerely apologize that the customer was incorrectly charged on two orders.  The initial complaint only mentioned one order, which has been corrected.  The customers account was refunded for the difference for the second order on 11/17/2022. The customer should expect their refund to post to their account in the next several business days if not already posted.  We apologize for any inconvenience this may have caused but we trust that issuing this 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

  Customer Answer

  Date: 11/26/2022

  [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:10/04/2022

  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.

  This company uses deceptive auto ordering by keeping details somewhere in the fine print. You are automatically enrolled in auto ship but you cannot cancel the next order without pay a $125.00 fee! This information is nowhere to be found during the ordering process. I ordered on 9/22 and only half the product arrived. It took over a week for the the rest of the product with instructions to arrive. So I started the program once I had all the product. I followed the program for 5 days and was very disappointed. I called to see about returning the unused portion and using the 7 day money back guarantee. Not only did they tell me they would not honor the guarantee but they want to charge me $125.00 more to cancel the auto-delivery. I tried to cancel over chat and they would not process the cancel. The representative just kept responding they will put it on pause or move the date of the next order but just would not cancel the next order. So I then called the company waiting on hold for 30 min to do this all over again with a live person. This company is a scamming people with auto-delivery and then charging an absurd fee to cancel. They also do not ship the entire program together so that they can circumvent the 7 day guarantee. They told me its 7 days from the first (frozen meals) package and not when you get the whole program. The second shipment had all the instructions to read and get started and I attempted to get a refund in 5 days from starting program.

  Business Response

  Date: 10/19/2022

  After our review, we sincerely apologize that the customer service agent failed to honor the program guidelines for the money back guarantee.  This agent is being retrained on all protocols regarding program orders.  The customers account was fully refunded, and cancelled indefinitely on 10/04/2022, (cancellation number ***********) and no further orders will be processed.   The customer should expect their refund to post to their account in the next several business days if not already posted.  We apologize for any inconvenience this may have caused but 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:10/03/2022

  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 was a member and cancelled my membership last year. I continue to be charged $1.75 the 11th of every month for Plan fee. I have called an been put on hold for over an hour. I want the $1.75 credit from October 2021 to present credited and I want the fees to stop being charged to my credit card.

  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 volumes across the contact center causing longer than usual wait times.  We have reviewed the customers account and our records do not show that the customer was invoiced on monthly basis as indicated in the complaint.   Our records indicate that the customers last charge was for an order placed by the customer on 8/9/2022.    We kindly ask that the customer contact us via email or phone and provide us with documentation regarding the monthly fees in question so that we can resolve this issue in an expeditious manner.  

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

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:09/29/2022

  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.

  The company charged me 215 dollars for a product I did not want. I tried to cancel the delivery online and was not able to.I deleted the saved CC information, however the company used the deleted CC to charge my account. I called customer service, after waiting for 45 minutes, only to be told I cant cancel it and I can only get a portion of my money back, if I send the food back. I dont want the food, I dont want to do anything with a company that conducts business like nutrisystem does. I want my money back and They can keep their obsolete products.

  Business Response

  Date: 10/19/2022

  We sincerely apologize the customer had difficulty contacting customer service.  A system update has caused issues including unusually high call volumes across the contact center causing longer than usual wait times.  Although the customer deleted his information, the customer did not cancel the account, however, we do accept online cancellations.  The customers account was cancelled indefinitely on 9/29/2022, (cancellation number ***********) and no further orders will be processed.  On 9/29/2022, the customer was told he could return the non-frozen food, at this time we have not received a return at the warehouse.   Once the return is received, or if the customer is able to provide proof of shipping, this portion of the order will be refunded. 

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

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:09/28/2022

  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 have attempted to cancel my plan for over a week. Nutrisystem has a policy that their customers must call and cancel their plans (no emails or letters). I have tried calling different times of the day but always get a recording that they receiving a lot of calls and suggest they call back. When I select the call back option I am prompted to select reason for the call. I select cancel plan. I have to receive a call back. I can only assume that their business practice is to not return these calls. Nutrisystem continues to send out meals charging your credit card they have on file. I have also sent an email to their Customer Service and received no answer. An ordinary person is helpless unless they retain an attorney and file lawsuit(class action as I assume there are many others who have/are being harmed by their business practices).

  Business Response

  Date: 10/19/2022

  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.  However, we also accept online cancellations and the customers account was cancelled indefinitely on 9/29/2022 (cancellation number **********) and no further orders will be processed in the future. The customer was not charged because the order was not processing at the time the cancellation request was received online.  We trust this is a satisfactory resolution to the issue, but if you need anything additional, please feel free to call or email customer service any time with additional questions. 

  Regards,

  Consumer Response Team

  Customer Answer

  Date: 10/25/2022

  [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:09/27/2022

  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.

  Was in auto delivery program. Just received my order last week and then an order again today. Called to ask them to retrieve this last order since it was too soon and I had nowhere to store the food. They said the original order was three weeks delayed and I got it late and then this one was sent out on time. I again told them I did not want the second one yet and I would like to return it. They said that it was non refundable. They stated they sent an email reminder a week ago which I told them I did not receive or I would have called. I called as soon as I could when I received an email saying it was on its way. I was put on hold several times for a long waiting time to talk to someone. Needless to say they are not taking the order back and I am left with frozen food that will be wasted. I am out 320 dollars. I have cancelled my membership with them.

  Business Response

  Date: 10/19/2022

  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 customer was on the program since January 2021 and the customer was sent an e-mail on 9/19/2022 reminding the customer that an order was about to be shipped.  The customer called in to cancel the account on 9/27/2022, however the order had already shipped and could not be cancelled.   On 9/27/2022, the customers account was cancelled indefinitely (cancellation number ***********) and no further orders will be processed.     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:09/26/2022

  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.

  Cancelling Service relatively impossible under current process.The only way they allow you to cancel the service is by calling them. However, they do not pick up the phone. I am typing this while on hold. I have been on hold for over one hour. There needs to be a better way to end my service.

  Business Response

  Date: 10/12/2022

  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.  However, we also accept online cancellations and the customers account was cancelled indefinitely on 9/26/2022, (cancellation number ***********) and no further orders will be processed.   When the customer cancelled the account on 9/26/2022, there was no order being processed so 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. 

  
  

• Initial Complaint

  Date:09/22/2022

  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.

  Placed order in August 2022 in the amount of $401.69 for the 4-week, Diabetes Uniquely Yours Ultimate Plan: Women, My Choice. The website is misleading in the fact that it makes you believe the food in this plan is diabetic friendly with less sugar, fat, carbohydrates and sodium when in fact it is not. Also, the quality of the food is way less than standard. In fact, the frozen foods packed in the cooler, had begun to melt and the dough was like mush. Also, the snacks (specifically the chocolate covered pretzels and white cheddar popcorn) were already stale when opening the pack. Upon delivery, I reached out to customer service to no avail. Every time I called, they would place me on hold for more than 1.5 hours at a time. Then, a message would come on saying press 5 to be added to a virtual wait queue to hold your place in line and a CSR would call me back but no one ever called. This went on for days when finally, I connected with a virtual chat rep and advised her to cancel order. I thought order was cancelled until today when I received an email saying that an auto-delivery would be shipped on 9/25/22. I immediately called customer service and as of writing this email, I have been on hold for 1 hour and 20 minutes waiting for a rep. Now I am getting the same message saying press 5 to be added to a virtual wait queue to hold your place in line and a CSR would call me back. I want this account closed and the auto-delivery cancelled without penalty and to be removed from any future communication. I will take the loss of the $401.69 because majority of the food had to be discarded anyway but I refuse to pay any additional cancellation fees and I will not accept delivery of any auto orders in the future.

  Business Response

  Date: 10/12/2022

  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.  The customers account was cancelled indefinitely on 9/22/2022, (cancellation number ***********) and no further orders will be processed.   Upon review of the account, the customer called within the money back guarantee, and as such the customer has been refunded in full.

  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

  Customer Answer

  Date: 10/18/2022

  [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:09/17/2022

  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.

  This is an extension of a previous complaint about the Nutrisystem products. This morning I was eating one of their tightly wrapped cinnamon rolls. I found 3 small pieces of styrofoam in my mouth and had to spit them out.I wrote to the company but now Im afraid to eat any of their food which takes $439 out of my pocket.

  Business Response

  Date: 09/28/2022

  We sincerely apologize that you had a poor experience.  Please be advised that Nutrisystem takes product safety and claims related to product safety very seriously and we have very stringent quality control procedures in place. However, it does appear from the pictures that the Styrofoam entered the food after it had already been cooked which happens occasionally if it clings to the entre box from the Styrofoam shipping materials.  However, as was discussed in our reply to the previous BBB complaint, this customer has already been cancelled and refunded under the money back guarantee.  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

  Customer Answer

  Date: 10/06/2022

  [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,
  
  ***********************