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.

  4800 Whitesburg Dr SW Ste 9 Huntsville, AL 35802-1600

• 

  Nutrisystem

  450 Lillard Dr Sparks, NV 89434-8925

• 

  Nutrisystem, Inc.

  1798 W Unitah Colorado Springs, CO 80909

• 

  Nutrisystem, Inc.

  34410 Tenley Ct., Unit 4 Lewes, DE 19958

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:09/16/2022

  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.

  My husband informed me months ago he cancelled his "mans" plan which happens to be under my name, we previously had a couples plan. I received an order confirmation email this morning (9/16/22) on an order I never placed - Order ***********. I checked my bank account and they have a fee pending of $382.98. I called Nutrisystem CS and spoke to a rep that explained I had until 6 last night to cancel the order. That didn't happen as I thought the plan was cancelled. It appears the plan was delayed not cancelled. Even though the order was placed (auto ship) at 12 am this morning and it hasn't shipped out yet (shipped N/A) I'm unable to cancel. This rep was extremely rude and explained there was nothing she could do. I explained this a hardship having almost 400 debited from my account for food we don't need or want. The only thing she could offer was waiting on the food to be delivered (the food that has yet to ship), then calling back (wait time is very long) and asking for a return label. Then, I'll need to return just the dry portion of the food minus 19.99 for a refund of the dry portion only, Frozen (not yet shipped) I'm unable to return for a refund. To make matters worse she still never cancelled the plan. I asked to speak to a manager and was disconnected.

  Business Response

  Date: 09/28/2022

  We are sorry for the inconvenience.  The customers order had not yet shipped out, so we were able to cancel it and stop all pending charges. The customers account was also cancelled indefinitely on 9/19/2022 (cancellation number **********) and no further orders will be processed in the future.  We appreciate the customers feedback, and the agent has been retrained on all protocols regarding program rules. 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: 10/06/2022

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

• Initial Complaint

  Date:09/16/2022

  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.

  Order #: *********** on 9/16/22 I am currently signed up for a auto renewal plan with nutrisystem. Currently I am unable to reach an support to cancel my plan in accordance with their policy. It is important to note that Nutrisystem does not provide a method of cancelation without direct contact with an agent, therefore making it extremely difficult to cancel and/or receive refunds while on auto-renewal. However, after trying multiple times to cancel, within their required timeframe and according to their policy, I am unable to cancel and I now have been charged against my will. I have sent emails, tried phone calles and waited for online chat. Each time has resulted in over 120 minutes of waiting with no response. Furthermore, and even more egregious, I am unable to make changes to my auto-renewal dates in accordance with their delay policy. I have been in full compliance with their conditions of auto renewal and yet I am unable to change dates and push back deliveries. As per their order delay policy: "When you sign up for Auto Delivery, you are expected to take at least one order every 12 months in order to keep your promotion. "I have fulfilled this requirement yet Nutrisystem has blocked me from delaying my orders and therefore forcing a charge on my account. I am also blocked from using the "remove" button under the auto-renewal charge. Nutrisystem has barred every single method to cancel my order, cancel my auto-renewal, and have blocked the option to delay my orders. In all cases, I have been forced against my will to pay autorenewal and continue my relationship with them and I deserve a full refund, no strings attached. Nutrisystem has implicitly breached their end of the contract by not providing a reasonable way of canceling an order and then forcing payment, even if attempts were made to cancel before the deadline. They have also EXPLICITLY breached contract by blocking me from delaying orders.

  Business Response

  Date: 09/28/2022

  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 9/16/2022, (cancellation number ***********) and no further orders will be processed.  Since the customers account was cancelled prior to shipment of the product, the customers account 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:09/16/2022

  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.

  This company is ridiculous. They have predatory practices. They get you signed up and make it nearly impossible to cancel your subscription. You have to CALL and wait on hold for long periods of time. To this day I haven't been able to get someone on the line. I do not want this cardboard crap you keep sending me!

  Business Response

  Date: 09/28/2022

  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 9/16/2022 (cancellation number ***********) and no further orders will be processed.   When the customer called in on 9/16/2022, customer service cancelled the frozen portion of the order, however, the non-frozen portion of the order was shipped on 9/16/2022.   The customer received a refund for the frozen portion of the order on 9/27/2022 and was emailed an RMA number (*******) to send the non-frozen portion of the order back for a refund for the balance of the order. We appreciate the customers feedback and apologize for any inconvenience that this may have caused.

  We trust that cancellation of the account and a refund for the frozen portion of the order is a satisfactory resolution to the issue.  The customer will receive the balance of the refund for the 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

• Initial Complaint

  Date:09/14/2022

  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 their diet for my husband. He is now in the hospital & getting admitted to a nursing home. Nutrisystem refuses to cancel the membership. I need to stop them from making further charges. This is taking advantage of a veteran and senior citizen. Last order ***********. Paid for and received. We want no further orders. One can never reach an agent. Only bots.

  Business Response

  Date: 09/28/2022

  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 9/19/2022 (cancellation number **********) when the customer contacted us, and no further orders will be processed.  As of 9/27/2022 the customer has been refunded in full for the last order that she received.   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:09/14/2022

  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.

  Started a Nutrisytem plan. Was not happy with the food so I have been attempting to cancel the plan. Yesterday I was on hold for 25 minutes waiting to speak to a representative. I finally gave up and hung up. Today I attempted the chat feature that has auto responses that says you can easily cancel by calling ************ and then selecting 1 & then 6. That does nothing but put you on hold to speak to a person. Kept typing to get a representative and finally got one that said they could not locate my account. I needed to call customer service. Today I have been on hold for over 55 minutes.

  Business Response

  Date: 09/27/2022

  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 customer call in on 9/15/2022 and rather than cancelling his account, the customer decided to switch to a different plan that will be processed on 10/3/2022.  We trust that assisting the customer with a new plan 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:09/14/2022

  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.

  Impossible to cancel plan. I have been trying to cancel the auto reorder for two weeks. I have made multiple calls and have waited on hold for over 40 minutes each time before giving up. I have sent numerous emails with no response at first and only received a response 10 days later after the auto reorder shipped, but they still haven't cancelled my plan. I even tried deleting my credit card from their website but they put it through anyway. I also tried their chat function and called their corporate office, again no response. Also their website doesn't allow you to cancel and now they will not even let me delay. I want them to cancel my plan and refund me the charge for the last order that I did not want and is currently in shipping. Thank you.

  Business Response

  Date: 09/27/2022

  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 9/16/2022, (cancellation number ***********) and no further orders will be processed.   As of 9/26/2022 the customer has been refunded in full.  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

  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 ********.  It took my own perserverance and multiple weeks to get it resolved.  NOW I can't get them to stop sending me their promotional emails.  Their "unsubscribe" function is purposely vague.  You literally can't tell if you are opting to keep on receiving emails or you are unsubscribing.  I tried it both ways, after waiting the prescribed amount of time on each, and yet I am still receiving their emails.

  Unfortunately, my opinion is that this company has unscrupulous business practices.  In seeing all of the similar complaints on multiple sites, it seems many others feel the same way.  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:09/14/2022

  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.

  On August 5, 2022, I emailed Nutrisystem Customer Service cancelling my automatic renewal. Here is a copy of my correspondence - (Dear Customer Service, Please discontinue my Nutrisystem Advantage membership. Do not automatically renew when it expires on August 26, 2022. Please respond to this email confirming that the membership will not renew. Thank-you. ***** ****) I received the following reply - (Hello *****, Thank you for emailing us about cancelling your autorenewal of ns advantage. Per your request, we have disabled auto renewal of Ns advantage plan. We hope that our response has helped you today...) As you can see, Nutrisystem received my email and stated that they cancelled the automatic renewal. However, on September 10th, I received an email that said they were getting ready to ship. The email stated: (Your next A La Carte auto-delivery order is scheduled to process on 9/14/2022). I immediately emailed Nutrisystem on September 10th with the following - ( I cancelled all future shipments with Nutrisystem, so why did I receive an email today that says it's getting ready to ship. Cancel all orders now and in the future because I will not pay for it and I'll notify my credit card company not to pay...) I received no response, and today September 14th, I received an email thanking me for my auto ship order and my credit card was billed for $105.00 dollars. My requirements are: 1). I require a response from Nutrisystem as to why they lied about cancelling my auto shipments. 2). I require a refund of the money they charged my credit card 3). If the food is already in route, Nutrisystem pays the return postage and they make the arrangements to have the box picked up at my home. I apologize to the BBB but I'm not sure how to "upload" emails, but I do have in my possession all paper copies of my email correspondence with Nutrisystem if you should require the paper evidence of my cancellation. Thank-you.

  Business Response

  Date: 09/28/2022

  The customer had two active plans with Nutrisystem  that were on auto-delivery.  The customers Advantage Plan was cancelled indefinitely on 8/5/2022 when the customers email was received.  The customers email only requested cancellation of the Advantage Plan, therefore the next scheduled delivery for the customers A la Carte plan began to process on 9/14/2022.  As of 9/19/2022, the customers A la Carte plan was cancelled indefinitely (cancellation number ***********).   The order did not ship out and the customer was not charged.  We trust that cancellation of both plans 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:09/13/2022

  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 am currently signed up for an auto delivery service plan with NutriSystem, which, once per month I am charged $190.90 and food is delivered. I want to cancel my plan. There is no way to do it online, you MUST call them. Both my husband and I tried several times over days to call the phone number provided. We were each on hold for over an hour each time we called, until we hung up. I emailed them twice and said I wanted to cancel and they were no longer authorized to take money from my account. I received no response. My order was processed, my debit card was charged, and I am still getting food. The chat option on their website was disabled. I attempted to even delay my order, but an error message came up and said I couldnt do it at this time. There is absolutely no way to cancel, no way to communicate with anyone from customer service, and they continue to take my money, unauthorized. My bank account is now overdrawn, since I did not transfer the money. I do not have a complaint regarding the food or its effectiveness. I just want it to stop.

  Business Response

  Date: 09/27/2022

  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 9/14/2022, (cancellation number ***********) and no further orders will be processed.   As of 9/22/2022 the customer has been refunded in full.  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

  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,
  
  *************************
  

• Initial Complaint

  Date:09/12/2022

  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.

  I am a nutrisystem customer. I have been for over a year. I am a very disappointed customer. They r really messing up my diet. I have lost over 30 lbs doing nutrisystem & have gained 7 back in the last couple of weeks because you can not get anyone to help you. I ordered a plan on 08/29/22 and still have not received my frozen food. They had a spin to win contest on labor day and I won 55% off on my al la carte items. I have a plan with them that I pay $34.99 to them for 25% off my al la carte items with free shipping, however, when I try to claim my 55% off on my al la carte order, my page always defaults to the 25% off program that I pay for. They gave me a link to get the 55% off, but it does not work for me. I spoke w/ carmen thru chat several times, she says to call in, I called in last week and waited over an hour and a half and no one ever picked up. I want my frozen food I already ordered & paid for and I want my 55% off, that I won, without having to call in and wait over an hour and a half. They should not even have a chat, because they can not do anything for you? what good is chat if you need to call in. Can not get through to them. I want my food I already paid for, I want to be able to order my 55% off coupon without having to call in. (wait 4 over an hour and a half, and still no one picks up.

  Business Response

  Date: 09/27/2022

  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’s frozen portion of the order was delivered on 9/13/2022.  On 9/16/2022, customer service made two attempts to reach the customer on the phone to assist with applying the 55% discount.  Customer service also followed up with emails to the customer on 9/16/2022 and 9/19/2022.  To date, the customer has not contacted us so that we can resolve this issue. 
  

  Once the customer contacts us, we will be able to assist her in applying the 55% discount which will provide a 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:09/09/2022

  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 am trying to cancel my plan because the food has caused me some problems with my health. There is no way on their website to cancel, so you have to call customer service. I called them and was on hold for almost 20 minutes than then I was disconnected. I called back and am still on hold not for 22 minutes. I need this program cancelled immediately.