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.

  58 Portland Rd Kennebunk, ME 04043

• 

  Nutrisystem, Inc.

  70 Green St Fairhaven, MA 02719-2840

• 

  Nutrisystem, Inc.

  1807 Cherry Rd Rock Hill, SC 29732-2600

• 

  Nutrisystem, Inc.

  5033 South Blvd Ste L Charlotte, NC 28217-2715

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:09/06/2022

  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.

  My wife and I decided to try the Nutrisystem plan. We chose to use it for 60 days. At the end of the 60 days, the initial sales rep said we would have to call them to set up any other shipments. Without our consent, they processed the next shipment. I called them and told them that we did not want to use their services anymore and to please cancel my order. They canceled my wife's because it had not shipped and she was refunded the money within 5-7 business days. They had already sent my nonfrozen foods out. They canceled my frozen and told me to simply use the RMA number they provided when shipping back. Once I got the tracking number please give them a call. I have been trying to contact them via phone, email, and chat. I have waited on the phone for 2 hours, and received zero responses to the chat option, and no response to my emails. They then ship the frozen products 2 weeks after I canceled the program and they confirmed to me that the frozen would not be shipped and that my planned was canceled. I have sent back the nonfrozen products and have the tracking number. I was informed via their website I cannot ship back frozen foods. I would like my refund of $305. I am a disabled combat veteran on a fixed income.

  Business Response

  Date: 09/14/2022

  
  We are in receipt of **************s’ complaint; the account and interactions were reviewed.

  On June 17, 2022, **************** called in to our sales department and ordered a Uniquely Yours program on auto-delivery.  The agent reviewed the details of the program and answered **************s’ questions regarding when he can cancel his auto-delivery.  *************s’ third order began to process on August 22, 2022, prior to **************** cancelling his auto-delivery.

  
  On August 26, 2022, **************** called into our customer service department to discuss why he was still receiving orders.  At this time, the auto-delivery was cancelled, and an RMA was issued; cancellation number *********.  No additional orders will be shipped out.

  Refunds have been issued to **************** on September 6, 2022, for $129.24 and on September 8, 2022, for $179.77.

  We strive to be clear with our products, plans and disclosures.  We appreciate *************s’ feedback and once again apologize for any inconvenience this may have caused. We trust a full refund of all charges has resolved this issue.

  Regards,
  Consumer Response Team

• Initial Complaint

  Date:09/01/2022

  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.

  My husband and I used Nurtrisystem under two separate email accounts. When we cancelled our subscription we repeatedly tried to get the emails to stop on both accounts. Finally one account stopped receiving emails after about 5 contacts seeking Nutrisystem to stop sending emails to both accounts. But again, only one stopped. I am still getting anywhere from 3 to 10 plus emails a day from Nutrisystem to the email account listed in the "tell us about yourself" portion of the complaint. I just want it to STOP! Please make it stop!

  Business Response

  Date: 09/08/2022

  The complaint submitted by ******************** was received in our office.
  
  As requested, please be advised that the Dominics have been placed on Nutrisystems Do Not Email, Do Not Mail, Do Not Call, and all Opt Outlists.  Please allow **** 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 partys website to get information on diet or wellness.  If the Dominics should continue to receive emails after the 10 business days, please email the specific email address from where the email was sent from and include a copy of the email if possible.  Email to [email protected] .
  
  Regards,
  Consumer Response Team
  

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my membership with Nutrisystem in May or so I thought.. they said it never went through. Apparently you can't do it anywhere on the website but thought I did it through chat with employee and it was taken care of. Anyhow, without notice I was charged on my credit card for another purchase which I called, chatted and emailed to stop immediately when I saw it. They said it was "processing" and wouldn't stop it but told me to call back with a tracking number and they would reroute it and Id get a refund. I did this but it did not reroute and they then told me I couldn't return it. Still trying to stop another box with no help from them. They are very difficult and make it hard to cancel. There is no option on their website or apparently through chat and it takes forever to figure out how to get ahold of an actual person when you call their number.

  Business Response

  Date: 09/23/2022

  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 customer’s account was cancelled indefinitely on 8/29/2022 (cancellation number 212194726) when the customer contacted us, and no further orders will be processed.  As of 9/23/2022 the customer was emailed with a return label and instructions so that the non-frozen portion of the order can be returned and refunded once received at our warehouse. 
  
  We apologize for any inconvenience that this may have caused the customer, but we trust 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: 09/27/2022

  [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:
  There is no way that I could find to cancel online (I thought I had found it and it was wrong because it clearly never got cancelled.) and I even tried to chat and they said they couldn't and I had to call. The dry portion they offered to return was worth $20. It was the frozen food that I tried to stop long before it was shipped several times. There are so many complaints about this with Nutrisystem that something needs to be done. Obviously they don't want you to cancel and they don't make it easy for the average person to navigate.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 10/30/2022

  We again sincerely apologize for any inconvenience to this customer caused by the system update update that resulted in unusually high call and chat volumes across the contact center.  We do however accept online cancellations, including via email and chat.   We have investigated this case further and there was a violation of our policies by the customer service agent handling the chat.  The agent has been retrained.  We see that the customer was issued a full refund via PayPal.  We appreciate the customers feedback and apologize for any inconvenience that this may have caused.

• Initial Complaint

  Date:08/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of Nutrasystem for more than 90 days and due to personal issues have been able to delay my meal plan up to this point but no further. I feel Nutrasystem has forced an order that I do not want and charged the order to a credit card that I removed previously from my online account. 30 Aug 2022 0630: Prior to today I tried to contact customer service using the following number but no joy; 1-877-629-2946. Today I called using the same number after having an order forced through the system. Used the option to have their rep call me and it worked. Their email was dated 29 Aug 2022. I have tried to delay but the system will not let me delay past 2 Sep 2022. The fact they have no avenue to push orders further out during the subscription period is dishonest. I would have stayed with the program when I could resume but will not engage with the company any further. Thankfully the representative was able to cancel the subscription and both meal plans. I was then transferred to Customer Services to work the issue of returning the unwanted product. Reference numbers given: -Ala Carte: ********* -Meal plan: ********* Customer Services: Shirley – Explained that once I receive tracking numbers to contact Nutrasystem again for return labels to return the frozen and non-frozen orders. All this because Nutrasystem will not stop an order that is in processing but not shipped. I feel as the customer I should be able to stop orders before processing and Nutrasystem should not charge a credit card that is not in my wallet. Fix the website and stop being dishonest hoping people won’t fight.

  Business Response

  Date: 09/12/2022

  We are in receipt of ********'s complaint; the account and interactions were reviewed.
  
  On August 22, 2022, ********** moved his auto-delivery up from 8/31/2022 to 8/30/2022. 
  
  On August 30, 2022, ********** then delayed his next auto-delivery order from 8/31/2022 to 9/2/2022.  This delay was after his August 30th order began to process.  Once an order begins to process, the order cannot be changed or cancelled. 
  
  On August 30, 2022, ********** called into customer service and requested to cancel his order and auto-delivery.  The order was already processing but the auto-delivery was able to be cancelled successfully; cancellation number *********.
  
  ********** was given an RMA number and a ***** Label to return his non-frozen food.  A partial refund was issued for $213.37 on 9/8/2022.  Please allow 3 to 5 business days for the refund to reach the financial institution.  Frozen food is not refundable or returnable.
  
  We appreciate *********'s feedback and wish him all the best on his weight loss journey.
  
  Regards,
  Consumer Response Team

• Initial Complaint

  Date:08/26/2022

  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 ordered Nutrisystem and reached out quickly to cancel due to misleading costs. I was encouraged to try it, postpone shipment of second box and given a discount. After initially being charged the incorrect price on the second box (discount not applied initially), I asked it to be canceled. The discount was correctly applied then but I still asked for cancellation. After receiving that second order, not even 24 hrs later I was charged again and another delivery made. I again reached out multiple times via email and online chat asking it be cancelled immediately (it had not shipped during first few contacts). It was delivered. I am still trying to cancel and continue to be ignored or told to ask for cancellationwhich I did before it was even shipped or delivered!! I am now being told I can only get a refund for the non-frozen food and my account is still active.

  Business Response

  Date: 09/11/2022

  We are in receipt of ****************** complaint;the account and interactions were reviewed.

  On August 17, 2022, the auto-delivery was rescheduled by the agent after discussion with **************** about pricing and the cancellation of the August 16th order.  We have issued a full refund for the August 18th order, in the amount of $317.49.  Please allow 3 to 5 business days for this refund to reach the financial institution.

  We apologize for any inconvenience regarding cancelling of ****************** account, the auto-delivery was cancelled on August 27, 2022; confirmation number *********.

  We appreciate ****************** feedback and once again apologize for any inconvenience this may have caused. We trust a full refund of all charges resolves this issue.

  Regards,
  Consumer Response Team

• Initial Complaint

  Date:08/22/2022

  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.

  Called to delay shipment of frozen portion of autoship order as I will not be home to receive. My options were to cancel and still be charged but wouldnt receive the food as nothing could be done to delay my frozen portion of order that has not been processed. How can you charge a customer and be able to cancel an order without shipping the food, but not be able to delay shipment of said food that hasnt shipped. My options were to be charged and not receive or let sit on my porch and possibly spoil as the representative could not give me a difinitive ship date. Either resolution has me paying for a product. I have cancelled my auto ship option reference number ********* I respectfully request to be credited for the frozen portion of my order that has yet to be processed/shipped.

  Business Response

  Date: 09/07/2022

  We are in receipt of **. ********'s complaint.  The account and interactions were reviewed.
  
  On May 21, 2022, ******************** had delayed her Autoship order from 5/24/2022 to 8/19/2022.
  
  On August 19, 2022, ******************** had an auto delivery start to process and called into customer service to check on the status of her frozen order. 
  
  Considering the timing, we have issued a refund for the frozen portion of the order.  The refund was issued today 9/7/2022 for $183.14.  Please allow 3 to 5 business days for the refund to show at the financial institution.
  
  We strive to be clear with our products, plans and disclosures.  We appreciate **. ********* feedback and once again apologize for any inconvenience this may have caused. We trust that this refund of the frozen portion of the order resolves this issue.
  
  Regards,
  Consumer Response Team
  

  Customer Answer

  Date: 09/20/2022

  [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:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted NS in April to cancel my subscription. The service agent talked me into pausing my subscription and that NS would reach back out to me at a later date to confirm if I changed my mind on the cancelation. No one from NS reached out to me until I received an email yesterday that the order shipped and I saw an email from ****** that my account was charged. I contacted NS this evening requesting to return the food they shipped without my approval and they won't allow me to return the perishable foods that I didn't order. I spoke with ******* and them her supervisor ****, who was not willing to take back 100% of the unauthorized order. I am not responsible for this order since I never authorized it. My account with NS has now been closed and expect a full refund.

  Business Response

  Date: 08/23/2022

  We are in receipt of **.****’ complaint. The account and interactions were reviewed.

  
  On April 30, 2022, **. ***** called in to our customer service department and delayed her August order.  The agent stated someone would contact the customer regarding her next order.  The agent intended to communicate that an email reminder would be sent out in August prior to **.***** next auto-delivery order. (copy attached)

  Since this was a miscommunication on our part, we have issued a full refund today, August 23, 2022,in the amount of $391.37.  This refund should reach the financial institution in a few business days.

  We are sorry for any confusion regarding the August order and hope that this resolves the issue for Ms. **********.
  
  Regards,
  Consumer Response Team

• Initial Complaint

  Date:08/17/2022

  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.

  8/13/22 Placed an order, later on day tried to cancel. Called on 8/15/22 to cancel and asked for refund. The bank has the transaction posted and yet no refund. I want my money back now.

  Business Response

  Date: 08/22/2022

  We are in receipt of **. ******'s complaint.  The account has been reviewed.

  
  On August 13, 2022, **************** signed up for a Uniquely Yours Max program  on auto-delivery.

  
  On August 15, 2022, **************** called in to cancel her order and auto-delivery.  The order was cancelled, and funds were not captured for this order.  When an order begins to process, an authorization for the dollar amount is put on hold as we process the order.  Once an order ships, the funds are then captured.

  In this case, **. ******'s order was cancelled, no funds were captured.  Nutrisystem, is no longer holding the authorization for these funds.  **************** can give the following approval code to her financial institution if she feels her funds are still holding.  Code:  ******.

  We are sorry to lose **************** as a customer and wish her all the best on her weight loss journey.
  Regards,
  Consumer Response Team

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their 2 month program due to it being significantly cheaper than just trying for 1 month. I tried the first set of meals, the dinners were all great but the breakfast and lunches were pretty bland and not particularly worth the price for me. However, I went ahead and swapped out some of my meals for my second delivery. Needless to say, I have a freezer full of meals that I never ate because I can't seem to choke them down. Back in May this year (2022), I tried to get my auto ship cancelled. Can't figure out how to do it online so I delay my shipment a 4+ weeks. Try calling the cancellation line, they have "longer than usual wait times" as always. Of course you can order easily online, but cancelling.. you must dreadfully wait. I push my order back again from June to August because I can't figure out how to get it to cancel. I get an email Monday, 8/8/2022 that my order was placed and I call them immediately (as soon as they were open) to cancel. I am able to get ahold of someone right away in the returns department. Even though I know from past experience my order will not ship for a week - they still refuse to cancel it. Even better, almost all of my food is frozen and that is nonreturnable and nonrefundable. The customer service here is garbage, as well as, making it impossible to cancel. I called multiple times to try to get them to cancel - beg and pleaded that I cannot stand this food and wish to not be charged over $300 for it but nothing is able to be done. I even asked if I can have ***** re-route the delivery right back to them, but they of course, said no. Why? Like seriously, I do not understand why they make it difficult to cancel and then if you sucker someone into purchasing their food, they have to keep it no exceptions. Thankfully, through this, I did get my auto-delivery cancelled because that was the only thing they could possibly do to help me.

  Business Response

  Date: 08/12/2022

  August 12, 2022

  Dear *** *****:
  We are in receipt of *** *****’s complaint, the account and interactions were reviewed.
  On April 27th, 2022, *** ***** signed up for Uniquely Yours auto-delivery program and selected our Prepay2 option.  With this option, *** ***** received 50% off her orders since she prepaid for 2 orders upfront and the 3rd order on would be at the 50% off discount.
  On May 23, 2022, *** *****’s second order processed and shipped at zero dollars since this order was prepaid.  This order delivered on May 26, 2022.
  On June 6, 2022, *** ***** delayed her auto-delivery form 6/20/2022 to 7/11/2022.
  On July 7, 2022, *** ***** delayed her auto-delivery order from 7/11/2022 to 8/8/2022.
  On August 8, 2022, *** ***** called customer service, the 3rd auto-delivery order already began to process.  Once an order begins to process you can not make any changes to your order or cancel the order.  The order delivered on August 13 and August 16, 2022.  The auto-delivery program was cancelled during this call; cancellation number 212062744.
  On August 11, 2022, *** ***** called customer service to see if she could return the frozen food.  *** ***** mentioned that she thought she cancelled back in May, we have no record of *** *****’s calling in. 
  We consistently strive to be clear with our products, plans, and advertising.  We send out email communications prior to the next auto-delivery so customers are notified of their upcoming order. The frozen order is non-returnable and non-refundable.  If *** ***** would like to return the non-frozen for a partial refund, she can contact customer service to receive an RMA# at **************.
  We apologize for any inconvenience this may have caused *** *****. At times we experience a high volume of calls, emails, and chats.  Please be assured that we consistently strive to deliver excellent service to our customers, and we are always looking for ways to improve where possible and appreciate *** *****’s feedback.  
  
  Regards,
  Susan M*****
  
  Susan M*****
  Sr. Manager, Contact Center Operations
  

• Initial Complaint

  Date:08/08/2022

  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 received a delivery from nutra system I did not want and was not home to refuse it next day I had it picked up and sent back to nutra system *********** is still charging me $200 I tried disputing it with discover put nutra system said it was delivered but I sent it back and again I wasn't home and the driver did not leave a tracking number I've tried getting tracking number from *** and they could not help and I've tried calling nutra system with no help Hope u can help get my money back Thank u

  Business Response

  Date: 08/22/2022

  August 22, 2022

  Dear *** *****,
  We are in receipt of *** ******’s complaint, the account and interactions were reviewed.
  On May 29, 2022, *** ****** called into our sales department and placed an order for a Weekends on Your Own transition program on Auto-Delivery.
  On June 23, 2022, *** ******’s second auto-delivery order began to process and delivered on June 24th and 25th, 2022.
  On June 24, 2022, *** ******’s called in to cancel her auto-delivery program.  The order had already shipped out and the frozen is non-returnable and non-refundable.
  On July 17, 2022, we received notice that *** ****** filed a credit card dispute for her order.  Once a credit card dispute is opened, we can no longer process/resolve the customers issue until the dispute is closed.  The credit card company gives the customer a temporary refund while the dispute is researched. 
  On August 9, 2022, *** ****** called in to customer service stating she sent the frozen food back to our warehouse.  The frozen food is not returnable or refundable.  At this time a reship of the frozen food was processed in error and sent back out to *** ******. 
  As of today, August 22, 2022, the credit card dispute is still pending on our end.  We have issued a refund for the non-frozen food items on July 1, 2022, in the amount of $109.05.  *** ****** can keep the second reship of the frozen foods.
  We would like to resolve this for *** ****** by issuing the balance of the refund.  Please have *** ****** call the credit card company to close her dispute.  We will keep an eye on the dispute, once we see that the dispute has been officially closed, we’ll issue the reminder of the refund ($200.93) back to *** ******’s credit card on file with us.
  Regards,
  Consumer Response Team