Complaints
This profile includes complaints for Nutrisystem, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 322 total complaints in the last 3 years.
- 105 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/09/2022
Type:Customer Service IssuesStatus: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.
Company will not answer cancellation line.Business Response
Date: 09/21/2022
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 9/9/2022 (cancellation 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.
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 IssuesStatus: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 does not provide a manageable way to cancel their auto delivery. You can not cancel on their website or the option to remove my credit card. I called ************** and call volume is high. Asked for a callback no callback. Now on hold 47:03 and no one answers. I have a family emergency which is required me to cancel and I can’t reach anyone. My credit card is held hostage as I can’t delete my personal information. No one picks up my call. This is abusive.Business Response
Date: 09/21/2022
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, but we do also accept email cancellations. The customers account was cancelled indefinitely on 9/9/2022, (cancellation number ***********) prior to shipment of the next scheduled order, and no further orders will be processed.
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
Customer Answer
Date: 10/03/2022
[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:
Generic answer to my issue. The only way to resolve this is that customers should be able to cancel o the website. I should be able to update my credit card information on the website. There is no need to call or email my request.
Regards,
*********************************Initial Complaint
Date:09/08/2022
Type:Product IssuesStatus: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 just left a chat with a Nutrisystem representative who refused to cancel my subscription, but rather insisted on a delay of my next order. I am now ON HOLD on the Nutrisystem phone system, trying to get a return authorization for an order received today, along with a cancellation. I believe the Nutrisystem hold time is by design and an onerous business practice. I want an RMA# and my subscription cancelled TODAY (9/8/2022).Business Response
Date: 09/21/2022
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 9/8/2022, (cancellation number ************) and no further orders will be processed. The customer received a full refund (non-frozen items refunded on 9/16/22, and frozen items on 9/19/22). 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 TeamInitial Complaint
Date:09/07/2022
Type:Billing IssuesStatus: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 signed up for a 2 month initial subscription and chose not to renew and deleted my credit card information. I noticed in the third month a charge on my credit card for a third month and when I checked my account my card had been traded to the account. The next day another charge was entered onto my account. I sent an email requesting cancellation of all orders and deletion of my account and personal information and got no response. I also called in twice and the first time was put on hold for 36 minutes with no interaction before I hung up. I then called again the next day and sent a message and still have had no response. As of time of this complaint I have currently been on hold again in another call center waiting room for over 30 minutes again and just received 3 emails my order has been confirmed and will be scheduled for delivery despite reaching out to the company that this is an unauthorized charge and request to cancel any and all orders.Business Response
Date: 09/22/2022
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 9/6/2022, (cancellation number ***********) and no further orders will be processed. As of 9/22/2022 the customer has been refunded in full for the last order that he received.
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 TeamCustomer Answer
Date: 10/03/2022
[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:09/07/2022
Type:Customer Service IssuesStatus: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 signed up for a new meal delivery plan and I wished to cancel during the 7 day window and money back guarantee that the company offers. I have tried calling, per their instructions on their web site, to obtain a return authorization code (RMA#) so I can mail back the food for a full refund. They are not answering the phone. I have been on hold 2 days for hours each time. I have tried the chat function on their website but they are not responsive. I have also sent email messages to them for 2 days now, at least 4 emails and no reply from anyone. I need to get ahold of someone so they can comply with their stated policy of refund within 7 days.Business Response
Date: 09/26/2022
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 9/7/2022, (cancellation number ***********) and no further orders will be processed. As of 9/19/2022 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 TeamInitial Complaint
Date:09/07/2022
Type:Order IssuesStatus: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 subscribed to a two month special, thinking I could cancel online. I have noticed this company does have bait and switch advertising tactics, and thought I had advoided that. Now that I'm trying to cancel before my next shipment, because the cost increases, I'm unable to do that online, nor am I able to get in touch with a representative to assist me in that process. My resolution would be to have a representative contact me and assist me accordingly. My last account number is ********** Please help.Business Response
Date: 09/21/2022
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 has been canceled indefinitely on 9/9/2022 (cancellation number ***********) and no further orders will be processed.
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 TeamInitial Complaint
Date:09/06/2022
Type:Customer Service IssuesStatus: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 spent over $800 for two months of the Nutrisystem plan. The food was okay. I decided to cancel as nearly $500 a month was too pricy. I called at 9:15am sat on hold for 45 minutes to no answer. I called at 11:30 and sat on hold for 30 minutes to no answer. I called at 3:00 and sat on hold for AN HOUR AND A HALF to no answer. I called again at 4:45 and have been sitting on hold again for almost 2 hours to NO ANSWER. I have also tried the online chat, which I waited over an hour for. The person who finally answered the online chat has been running me in circled trying to keep me on my plan. I just want to cancel and there has been absolutely no help from the company.Business Response
Date: 09/21/2022
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 9/9/2022 (cancellation number ***********). Since the customer had delayed the order online from 7/1/2022 through 9/28/2022, the customer was not charged for any additional orders prior to cancelling the account.
We apologize for any inconvenience that this may have caused the customer, but we trust cancellation of the account is a satisfactory resolution the issue. Please feel free to call or email customer service any time with additional questions.
Regards,
Consumer Response Team
Initial Complaint
Date:09/06/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered Nutrisystem auto delivery for the summer. I have now attempted by the means they provide to cancel and am unable to do so. I have met my minimum order requirement for any discount. I ordered beginning in late April and have had 4 completed orders since that time. Therefore, I should be able to cancel. I have an order that was to charge and ship on 9/7/22. I started trying to cancel beginning 9/1/22. One is unable to cancel online at all. It states one must cancel by phone or chat. I attempted both chat and phone calls. I was waiting online in excess of an hour and clicking chat never resulted in any connection. One clicks chat and nothing happens. I then tried delaying my order when it said I was within the delay order window, but it gave a message that I could not delay the order at this time. I have since sent an email requesting cancellation because I cannot get a live person to cancel and it won't allow online cancellation. I want the order/ account cancelled and do not want to be charged any further.Business Response
Date: 09/21/2022
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 9/7/2022, (cancellation number *************) prior to shipment of the order, and no further orders will be processed.
We apologize for any inconvenience that this may have caused the customer, but we trust cancellation of the account is a satisfactory resolution the issue.
Please feel free to call or email customer service any time with additional questions.
Regards,
Consumer Response TeamInitial Complaint
Date:09/06/2022
Type:Billing IssuesStatus: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 has engaged in deceptive trade practice by claiming on their web site and via their sales rep that their prices dropped to 2019. I just checked my pending order and am alarmed to discover that this company is going to charge me $430 for an order I was told would be $299 plus taxes. I was just on hold for an hour. This is absolutely fraudulent!Business Response
Date: 09/12/2022
We are in receipt of ****************** complaint;the account and interactions were reveiwed.
On August 16, 2022, **************** called our sales department, with questions on the 2019 pricing. The agent went over the different plans and pricing with ***************** **************** agreed to the Uniquely Yours Max * 5-day for $299.00 plus the cost of shakes.
On August 24, 2022, **************** called into customer service regarding not receiving a full month of food. The agent reviewed what **************** signed up for. At this time, **************** wanted a 7-day program and he agreed to switch to the 7-day plan at the higher price point. Once we switch a program the customer can then go in an customize their meals.
On September 9, 2022, **************** called into customer service regarding the package he was originally signed up on and discussed the 2019 pricing and that he wanted the 7-day program for that same price. The agent went over what **************** signed up for and **************** decided to cancel his auto-delivery plan; cancellation number ***********. No other orders will ship out.We strive to be clear with our products, plans and disclosures. We appreciate ****************** feedback and apologize for any inconvenience this may have caused. If **************** would like to sign back up on our program, he can call ************** and one of our sales agents would be happy to assist him.
Regards,
Consumer Response TeamInitial Complaint
Date:09/06/2022
Type:Product IssuesStatus: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 purchased three months of the Uniquely Yours Max+ program for 963.51. Within 6 days, i was unhappy with the taste of the food as well as the weight loss progress i made thus far and decided to cancel. After 5+ hours on the phone (and i was not able to reach anyone), i reached out to chat. They were able to cancel my order but told me to call to discuss refund and return of items. I am still sitting on hold as i type this going on 6 hours now of being on hold. I am unable to hold anymore and would just like to know that my refund is being processed and when i should expect it. I'm happy to return non-frozen food items as well. I just need directions how i can do that.Business Response
Date: 09/21/2022
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. On 9/6/2022 the customer reached out to cancel the order and at that time the customers account was cancelled indefinitely (cancellation number ***********) and no further orders will be processed. On 9/8/2022 the customer was emailed a ***** label to return the non-frozen portion of the order. As a courtesy on 9/19/2022, the customer was provided with a full refund of the order as part of our money back guarantee.
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
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