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

• 

  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:09/12/2023

  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 Nutrisystem as I wanted to discontinue my service. I had gotten a new shipment that was UNOPENED. On 7/19/23, I called customer service and ********* told me I could send it back and would be issued a refund. On 7/20/23, I sent the package back. The **** ******* was on the package as requested, and the cancellation number for my call was #***********. I still havent received a refund. The total amount Im due back is $277.72. Please help.

  Business Response

  Date: 10/04/2023

  The customer signed up for the Basic Diabetic Plan on 2/27/2023, taking the autodelivery option. On 6/30/2023, the customer called customer service to cancel their autodelivery plan enrollment and to request a return of their last shipment. The customer's autodelivery plan was cancelled as requested and the customer was issued an RMA# on that same day. As of 6/30/2023 the customers account has been cancelled indefinitely and no further orders will be shipped out. The customer's returned shipment was received and scanned in at the warehouse on 7/2/2023.  Unfortunately, since the customer opened a chargeback dispute with their bank on 7/1/2023 for the charges to their card, we were unable to process the refund for the returned shipment while his bank reviewed the dispute. The customer called and emailed customer service multiple times regarding their refund and the agents explained that a refund could not be completed while a credit card dispute was still open.  On 9/23/2023, the customer called one last time and indicated that the credit card dispute was closed. The agent that handled that interaction did not follow proper procedure to review the dispute outcome and confirm that the card dispute was closed.  The agent has since been retrained.  A refund was issued on 9/25/2023 as the dispute was closed in Nutrisystems favor. We trust that the refund provides a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions.

• Initial Complaint

  Date:09/09/2023

  Type:Delivery 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.

  Thursday Sept 7th 2023 I got an email saying my frozen food is on it's way. It was shipped. I got an email staying it will arrive Sept 9th 2023 at 2pm. Texas heat so far has been over 100 degrees these past and current week. The dry ice package got to Timpson, Texas Yesterday at 3:15pm. Timpson to League City, Texas is only 3 hours from my house. Instead of coming south they shipped it to Cypress Texas and that arrived at 8:10pm yesterday the 8th.. My dry iced food sat in a warehouse till the next morning on the 9th. Today the 9th it left Cypress at 5:46 am. Where is my food? It was supposed to be here today! Cypress Texas to my house is only a 50 minute drive to League city NOT more than 12 hours!!! It's now almost 8pm. Where the heck is my frozen food that left at almost 6am to drive 50 mins south to League City, Texas? The dry ice better not have melted and my food spoiled as if it has that's going to be a different complaint. 9/7/2023 2:09 PM *******, the frozen portion of your Diabetes Uniquely Yours Plan: Men, My Choice order has shipped. Note: Please allow up to 24 hours for tracking to update. ***** Shipping history. Saturday SEP 9 On Its Way SHIPPING HISTORY Hide Shipping History TODAY5:46 AM | CYPRESS, TX Departed ***** location FRIDAY, SEPTEMBER 88:10 PM | CYPRESS, TX Arrived at ***** location 3:42 PM | TIMPSON, TX In transit 3:34 AM | SAUGET, IL Left ***** origin facility THURSDAY, SEPTEMBER 75:59 PM | SAUGET, IL Arrived at ***** location 5:57 PM | SAUGET, IL Shipment exception 1:46 PM Shipment information sent to ***** 12:00 AM | SAUGET, IL Picked up At 8pm it now says my frozen food is pending. UPDATED DELIVERY Pending Initially expected: Saturday, 9/9/23

  Customer Answer

  Date: 09/22/2023

  I called and my wife and I quit the program and they sent me an email with confirmation numbers to tell us they removed us from their membership. If they renew us and don’t allow us to quit I’ll be filing another complaint as I heard even though you cancel they “may” auto renew our food again without our consent.
  
  Thank you,

  *********************************

• Initial Complaint

  Date:09/08/2023

  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 called NS on 8/9/2023, however after 8:00pm then on 8/10/2023 to cancel my Auto Delivery. I explained to the representative I wanted to cancel my Auto Delivery thus my total subscription. The representative asked me a couple of questions. I explained I could not afford the program any longer because I was unemployed. She assured me she could extend the hold on the auto delivery for another two months. I asked her if she was sure, she assured me there would not be any issue and she would make a notation on my account. I thanked her and disconnected the call. The very next day I received an email the frozen food was being shipped. I called back and spoke to a representative and informed her of the phone call I had with a NS representative the day before that the Auto Delivery was on hold for two months. I explained my situation, unemployed thus taking care of a sick mother, thus the reason I called a day late. I was not aware of dates, or outside world due to mother being in ICU for a week. I asked that the order be cancelled, or if I could implore my case to a manager. The representative informed me, she was indeed in communication with a manager and the best that could be done was I would have to pay for the frozen food with a discount of $30. The dry food would not be mailed, so instead of paying $299 I would have to pay $240. I was a loyal customer for over five years. Nutrisystem needs to stand by what the first representative told me; auto delivery would be placed on hold and refund my $231. I am extremely disappointed with Nutrisystem's lack of customer service, human compassion and understanding for a loyal customer.

  Business Response

  Date: 09/22/2023

  The customer signed up for the Uniquely Yours Max Plan on 6/21/2021, taking the auto-delivery option when signing up. We disclose all aspects of the plan on the checkout page immediately next to the checkout button before a customer can complete their order. Customers may cancel at any time but customers who do not cancel their auto-delivery plan before an order begins processing are responsible for the frozen food portion of their order as frozen food is non-refundable. Prior to processing an auto-delivery plan order, customers are sent a transactional e-mail reminding them that their next order will process soon.  As stated in our terms and conditions, a customer has to take an order at least once every 6 months to remain on an auto-delivery plan.
  
  On 7/12/2023 the customer called in to delay their order from 7/13/2023 to 8/10/2023.  On 8/10/2023, the customer contacted customer service multiple times.  During the first call, the customer stated that they wanted to cancel their auto-delivery plan. After the agent offered a coupon towards their next order, the customer instead agreed to delay their next order from 9/7/2023 to 10/9/2023. At the time of this call, the customer's 8/10/2023 order was already processing and, on 8/6/2023, the customer had received the transactional e-mail reminding them that an auto-delivery order would process soon. However, the agent did not remind the customer of the processing order during the call. The agent has since been retrained. The customer called back twice after receiving a shipment confirmation e-mail for their 8/10/2023 order as they erroneously believed that this shipment had been canceled. The customer ultimately acknowledged that they agreed to delay their 9/7/2023 order instead of cancelling their auto-delivery and that they had forgotten to further delay the 8/10/2023 order. Nevertheless, the customer requested a refund for the 8/10/2023 order. The agent explained that the order was processing and could not be canceled but, as a one-time courtesy, the agent offered a partial refund.
  
  On 8/12/2023 the customer called regarding substitutions in the remaining portion of the order that was delivered on 8/11/2023 and also wanted permission to delay their orders for a year. The request to delay their orders was denied as the customers last prior auto-delivery order was processed on 10/21/2022, well beyond the six-month limit on auto-delivery delays. As of 8/12/2023 the customers account has been canceled indefinitely and no further orders will be shipped out.
  
  We trust that the courtesy refunds along with this explanation provide a satisfactory resolution to this issue.  Please feel free to call or email customer service any time with additional questions.
  

  Customer Answer

  Date: 10/01/2023

  Per the response, an auto delivery requires a placed order at least once every six months. My last order was placed 10/21/22. It had been ten months since my last order, well past the six-month requirement for auto delivery.
  
  It was stated, customer ultimately acknowledged that they agreed to delay their 9/7/23 order instead of canceling their auto delivery and that they forgotten to further delay the 8/10/23 order. That is not true, I called concerning the 7/7/23 order that I decided to delay and not cancel because I was told by the representative if I cancel I would no longer receive the promotional price, and this would be the last time I would be able to delay my order. Thus, I decided to delay the 7/7/23 order to maintain the promotional price.
  
  In addition, from the beginning of my conversation with the agent that had to be retrained, I referenced to the 8/10/23 order. I questioned this representative concerning her ability to delay this order. She assured me she could. Your representative provided erroneous information. She never stated the delayed shipment was any other than the one I referenced at the start of the conversation.
  
   In the response it was stated, We trust the courtesy refunds along with the explanation provide a satisfactory resolution to this issue. There is only one resolution that will be satisfying to me, the requested refund of $240. Can you please clarify if for mention courtesy refunds includes the requested refund of $240?More Information...

  Business Response

  Date: 10/05/2023

  We have provided all information regarding this matter in our initial response.    As all calls are recorded for quality assurance and training purposes, customer service complaints and concerns are reviewed on an individual basis and handled accordingly.   Customer has been provided with all permitted refunds as outlined in our terms and conditions, there are no outstanding issues on this customers account, and the account has been closed indefinitely.  As a result, we consider this matter resolved and wish the customer all the best.
  

• Initial Complaint

  Date:09/05/2023

  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 ordered Nutrisystem to take advantage of their guarantee of losing weight that is plastered all over their website (picture attached). Well the food was disgusting and I didnt lose any weight. It literally says on their website that within thirty days of receipt of your package you will be given a refund "no questions asked" and that thats how confident Nutrisystem is that youll love the food. Well I didnt love the food at all and didnt lose weight. I was charged $356.59 for the first month of food. When I called to take advantage of their money back guarantee, I guess the customer service agent thought I wanted to cancel and then I was charged $125. I found out the $125 charge was if you cancelled the service early before you got the second box of food. They rope you in by giving you a discount and making you think its a good deal, only to find out you unwittingly enrolled in a second month of food they are going to automatically charge you for. If you cancel before the second box of food gets there, they charge you this $125 fee. I did not cancel, I was taking advantage of their GUARANTEE and getting my money back. Id like to say I would understand this charge if I actually lost weight, enjoyed the program and enjoyed the food like they GUARANTEED I should. If there was an issue on my end, I would understand this charge. Those are reasons this charge would be valid but like I said I DID NOT enjoy the food, DID NOT lose weight and absolutely DID NOT enjoy the program like they GUARANTEE. There is no way you can talk your way out of a guarantee like that unless you are lying and trying to scam people. That is called false advertising, among many other things, and they have a guarantee they need to uphold legally or they can be sued heavily. I have uploaded pictures from their website detailing this information. I have also included many misleading, scammy quotes all over their website saying youll lose weight. I want the full $481.59 returned to me.

  Business Response

  Date: 09/20/2023

  The customer signed up for the Uniquely Yours Program on 5/14/2023, taking the auto-delivery option when signing up. We disclose all aspects of the Program on the checkout page immediately next to the checkout button. Customers may cancel at any time but customers who do not cancel their auto delivery program before an order begins processing are responsible for the frozen food portion of their order as frozen food is non-refundable except under our Money Back Guarantee policy. An early cancellation free applies if a customer cancels before receiving their second shipment. Our Money Back Guarantee policy applies to customers placing their very first order with Nutrisystem and customers must make a request within 7 days. As detailed in our Terms and Conditions and throughout the Nutrisystem website, returning customers are ineligible for the Money Back Guarantee after an initial purchase of a 4-week Nutrisystem plan. 
  
  On 6/1/2023, the customer called customer service to cancel the program. The customer did not at any time ask about the Money Back Guarantee or make a request to return food items. The agent reminded the customer about the early cancellation fee and went over different offers with the customer so the customer could stay on the program.  The customer declined all offers and asked to have his auto-delivery cancelled.  The auto-delivery has been cancelled indefinitely and no further orders will ship out.  The customer is not eligible for the Money Back Guarantee as he is a returning customer from 2021. Even if the customer was not a returning customer, he called customer service 15 days after his order was delivered on 5/17/2023, which is outside of the 7-day Money Back Guarantee window.Unfortunately, the customer did not ask for an RMA# to return the non-frozen food items for a partial refund and is now outside our 30-day return policy.  We trust that this provides a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions.

  Customer Answer

  Date: 10/03/2023

  [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: Since i've never taken a college course on how to get a refund with your scammy company, which is what people need to do before they purchase anything with you because you plaster "money back guarantee" and "refund no questions asked" all over your website all while hiding behind some obscure refund policy located god knows where and making people jump through hoops to get a refund because your food is disgusting. This has happened many times in the past with plenty of scam artist companies like yourself that try to hide, obfuscate and make the refund process unbearable...in which those companies were sued in to oblivion, with many of them going bankrupt. Since I didn't take a college course in your refund policy, i thought me calling and saying I want to cancel I would be taken through the cancellation and refund process...but all that person on the phone wanted to do was try to swindle me in to staying and buying more garbage food so I kept saying no thank you. That was her fault for not properly taking me through whatever unbearable refund process you may have. You say to open an RMA to have the food sent back?!? You mean you have people send food back and then re-send that used food out to people? That is absolutely disgusting and I am appalled at that! If I am not refunded i'll just file a lawsuit, contact the *** and the governor of Pennsylvania *********************** about this companies horrific, unsanitary practices.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 6 months membership and then Nutrisystem attempted to commit fraud by charging me more on an order. I made an order that totaled $40 but then the confirmation charged me $50 plus change. You can't get customer service to answer the phone. They refused to let me talk to a supervisor. I asked to cancel my membership and they refused. I don't want to be defrauded again. I want my refund

  Business Response

  Date: 09/20/2023

  The customer signed up for an A La Carte Advantage 6-month subscription online on 8/21/2023.  We disclose all aspects of the A la Carte subscription on our website and provide a link to the terms and conditions before a customer can complete their order. As explained in our terms and conditions, the Advantage subscription is only refundable within the first 7 days of purchase.
  
  On 9/5/2023 The customer called customer service regarding a price discrepancy on her A La Carte order and a refund for the Advantage subscription.  The agent explained that the subscription could not be refunded since the customer was outside the 7-day window.  The customer requested to speak to a supervisor, at which time the agent put in the request for a callback.
  
  On 9/7/2023, the customer contacted customer service multiple times. During the first call, the customer stated that there were missing items from her order and the agent explained that she would put through a refund for the missing items and a confirmation email would be sent out.  The customer asked again for the Advantage subscription to be refunded and the agent stated that it would not be possible to refund her Advantage subscription. The customer also complained that she never received a callback from a supervisor. The agent explained that the supervisor was out that day and would call her the next day. The customer called a second and third time regarding not receiving a call from a supervisor, and not receiving an email confirmation for her refund. The agents explained that once the refund was approved, the email confirmation would be sent out. A refund for the missing items was issued on 9/8/2023 and the refund email confirmation was sent out on the same day.
  
  On 9/8/2023, the Supervisor made an outreach call to discuss the interactions the customer had and help resolve the issue where she was provided with an additional discount on her next A la Carte order to make up for the price discrepancy.  On the same day, the customer called customer service regarding a new order she placed online where there was a price discrepancy.  The agent stated that once the order shipped, she would initiate a refund request for the price difference. The refund was approved on 9/12/2023 and the refund email confirmation was sent out that same day. 
  
  We apologize for the inconvenience this may have caused. We trust that the refunds and additional coupon provide a satisfactory resolution to the issue. 

  Customer Answer

  Date: 09/25/2023

  [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.  However, it should be noted there are on-going issues with Nutrisystem. They offer you a discount but you check out, the price magically goes up. When you place items in your cart, the number of items magically goes up and you have to redo the cart. They are aware of these issues but refuse to correct them. They are hoping the customer won't notice the discrepancies. You have to be extremely careful or you will be charged more. It took one week for the supervisor to finally contact me after numerous complaints and calling directly to their HQ. Their customer service people are dismissive and not snarky. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/28/2023

  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.

  The Nutrisystem emails are flooding my inbox even I unsubscribed several times on its web site and called representatives several times asking to resolve the issue. It amounts to harassment.

  Business Response

  Date: 09/01/2023

  We are in receipt of the customers complaint.  As requested, please be advised the customer has been placed on Nutrisystem’s® “Do Not Email,” list.  Please allow 7-10 business days for the unsubscribe process to cycle through. 
  Please be aware, at times customers may receive Nutrisystem offers, which are NOT Nutrisystem.  This happens when an individual, at some point while browsing on the web, opt to receive emails on a third party’s website to get information on diet or wellness.  If the customer should continue to receive emails, after the above timeframe, the customer can email [email protected] and send in a copy of the email and include the specific email address from where it was sent.  We can look into this further with more specific email information if needed.  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

• Initial Complaint

  Date:08/21/2023

  Type:Sales and Advertising 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.

  Nutrisystem will not stop emailing me after several "Unsubscribe" submissions.

  Business Response

  Date: 08/29/2023

  We are in receipt of the customers complaint.  As requested, please be advised the customer has been placed on Nutrisystem’s® “Do Not Email,” list.  Please allow 7-10 business days for the unsubscribe process to cycle through. 
  Please be aware, at times customers may receive Nutrisystem offers, which are NOT Nutrisystem.  This happens when an individual, at some point while browsing on the web, opt to receive emails on a third party’s website to get information on diet or wellness.  If the customer should continue to receive emails, after the above timeframe, the customer can email [email protected] and send in a copy of the email and include the specific email address from where it was sent.  We can look into this further with more specific email information if needed.  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

  Customer Answer

  Date: 09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that while this resolution has the desired outcome, it is an unethical business practice of Nutrisystem to force consumers to take action with the BBB just to unsubscribe from their emails. Nutrisystem has an unsubscribe option, but they ignore every genuine attempt to unsubscribe. I will do my part as a conscientious consumer to spread the word about Nutrisystem's unethical practice, and will warn other consumers to never do business with them.
  
  Regards,
  

• Initial Complaint

  Date:08/21/2023

  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 called to cancel my auto-delivery subscription, and in the process asked about the charge that had been made on my card less than 8hrs before for the next coming shipment. When I attempted to cancel this order, I was informed they could not cancel an order that was already processing. Mind you, this auto-delivery order has not finished processing, has not been shipped, and it hasn't even been packed. When I inquired if I could return the food for a refund when it arrives, I was told I would only be refunded for any dry foods and would still have to pay for the frozen portion of the order. These business practices are non-sensical at best and crooked at worst.

  Business Response

  Date: 08/29/2023

  The customer signed up for the Uniquely Yours Max + Plan on 10/3/2022, taking the auto delivery option when signing up. We disclose all aspects of the plan on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. Prior to processing an auto delivery plan order, customers are sent a transactional e-mail reminding them that their next order will process soon, which was sent to this customer on 8/17/2023.  As of 8/21/2023 the customer’s account has been cancelled indefinitely and no further orders will be shipped out. The customer service agent explained that the 8/21/2023 Order was already processing, therefore per our policy it could not be cancelled.  The frozen portion of the Order cannot be returned for a refund, however, if the customer would like to send back the non-frozen portion of the August Order for a partial refund, the customer can contract customer service to receive an RMA number.  If the customer decides to send the non-frozen portion of the Order back, a refund for the non-frozen portion of the Order will be issued once it is received and processed at our warehouse.  We trust that the offer to return the non-frozen food for a refund is a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

  Customer Answer

  Date: 09/06/2023

  [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:
  
  It is nonsensical. If a product has not even been prepared for shipment, giving a requested refund would be the ethical thing to do. The order did not even ship until a few days after I tried to cancel. I don’t care what the company’s terms of service are, any logical person can see that this an unethical business practice. 
  
  ***************************
  

  Business Response

  Date: 09/14/2023

  We have provided all information regarding this matter in our initial response.    As all calls are recorded for quality assurance and training purposes, customer service complaints and concerns are reviewed on an individual basis and handled accordingly.   We consider this matter closed and wish the customer all the best.

• Initial Complaint

  Date:08/17/2023

  Type:Sales and Advertising 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 receiving 5 ads a day every day despite repeted unsubscribe requests.

  Business Response

  Date: 08/28/2023

  We are in receipt of the customers complaint.  As requested, please be advised the customer has been placed on Nutrisystem’s® “Do Not Email,” list.  Please allow 7-10 business days for the unsubscribe process to cycle through. 
  Please be aware, at times customers may receive Nutrisystem offers, which are NOT Nutrisystem.  This happens when an individual, at some point while browsing on the web, opt to receive emails on a third party’s website to get information on diet or wellness.  If the customer should continue to receive emails, after the above timeframe, the customer can email [email protected] and send in a copy of the email and include the specific email address from where it was sent.  We can look into this further with more specific email information if needed.  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

  Customer Answer

  Date: 08/28/2023

  [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:08/06/2023

  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 placed an order and was automatically enrolled in an automatic refill program without my knowledge by Nutrisystem. When I discovered my credit card was charged for an order I did not place, I checked to see if the order was shipped. It was not. So, I called Nutrisystem to cancel the shipment. They said they could not cancel the order even though it had not been shipped yet. I was told I was on an auto refill program. I asked Nutrisystem to cancel any auto refills and I was told there would be a $125.00 fee to do so (which is unethical). I was told that, the terms and conditions spell out these conditions and you must check the Term and Condition box to place your order. The terms to place an order should be spelled out clearly on the order page about these terms and not hide them in the terms and conditions. I did receive the order I did not place, however, to make things worse, I received products I would never purchase as I do not care for them (spicy noodles, tuna salad, oatmeal, shake mixes, and chili style beans). I have donated these to the ************ ****** ****** of Lowell, Massachusetts (a shelter for the homeless). My complaint is...My credit card was charged by Nutrisystem on 6/12/23 for $464.94, on 6/11/23 for $125.00. Then, my credit card company issued credits during my dispute process with them for $464.94 dated 6/12/23 and $125.00 6/11/23 (pending the outcome of my dispute). On July 31, 2023 a charge for $125.00 under the description Nutrisystem was charged back to my credit card. I am asking that Nutrisystem issue a credit back to my credit card for the $125.00 charge on July 31, 2023. I look forward to your help in getting a refund the $125.00 charge made on my credit card on July 31, 2023 because I did not place the order, I tried to cancel prior to shipment, and I was charged a fee for canceling the auto refill that Nutrisystem put in place.

  Business Response

  Date: 08/21/2023

  The customer signed up for the Basic Program on 5/15/2023,taking the auto delivery option when signing up. Customers may cancel at any time but customers who do not cancel their auto delivery program before an order begins processing are responsible for their order. An early cancellation fee applies if a customer cancels before receiving their second shipment. We disclose all aspects of the Program on the checkout page immediately next to the checkout button. Prior to processing an auto delivery program order,customers are sent a transactional e-mail reminding them that their next order will process soon.
  
  On 6/11/2023, the customer called to cancel the processing order and the agent explained that a processing order cannot be cancelled. The agent gave misinformation regarding the early cancellation fee as this does not apply if the customer accepts the second order.  That agent is no longer with our company. The customer subsequently opened a credit card dispute. On 7/28/2023, the customer called customer service regarding a refund for her second order. The agent explained that the customer would not receive a refund for her second order but that a refund was issued for the $125 cancellation fee as this was charged in error. The customer can call us when the credit card dispute is finalized and we can review to confirm that the dispute is closed on our end. Once the dispute is closed, we can issue an RMA # and return instructions for the non-frozen portion of the order and the customer will receive a partial refund. We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

  Customer Answer

  Date: 08/23/2023

  [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:

  Regarding Nutrisystems response dated 8/22/23,  the follow text from Nutrisystem is deceptive:

  Taking the auto delivery option when signing up.
  
  I was not aware of the auto delivery option required and I did not order anything.  I received food I do not care for and would not eat from any source.  Who decided what food I received?  I dont care for most of the food that was delivered.
  
  The following text from Nutrisystem is unfair business practice:
  
  customers who do not cancel their auto delivery program before an order begins processing are responsible for their order.
  
  I called to cancel prior to the order being shipped.  I checked and the order had not shipped yet.  Not good business practice in my opinion.  I should be able to cancel an order that had not shipped yet.
  
  The following text from Nutrisystem is deceptive:
  
  We disclose all aspects of the Program on the checkout page immediately next to the checkout button.
  
  The word next to the checkout button is deceptive.  The information is not listed next to the check out button, you must click the button for the information to appear.
  
  The following text from Nutrisystem is unfair business practice:
  
  The customer can call us when the credit card dispute is finalized, and we can review to confirm that the dispute is closed on our end.
  
  Waiting until the dispute is finalized give Nutrisystem and advantage, as the saying goes…”putting the ball in their court.”   I should be able to resolve this dispute while the case is ongoing.
  
  The following text from Nutrisystem is disheartening:
  
  Once the dispute is closed, we can issue an RMA: and return instructions for the non-frozen portion of the order and the customer will receive a partial refund.
  
  Nutrisystem was notified before this letter that I donated food that I did not order, and food I dont even like to the local homeless shelter, The ************************** in ****** *************.  I would like to know who chose the food shipped to me?  I dont care for beans or chili, just to name a few items received.
  
  In conclusion of this letter, I ask that Nutrisystem be more up front with their policies regarding the requirement of signing up for automatic refills and not hide them on the terms and condition page.  They should be explained on the original order page. 
  
  I would like a full refund of the cost for food that I did not choose or ordered and donated to the local homeless shelter.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/14/2023

  We have provided all information regarding this matter in our initial response.   As all calls are recorded for quality assurance and training purposes,customer service complaints and concerns are reviewed on an individual basis and handled accordingly.   Since the customer donated the food, we cannot issue a refund, as non-frozen food would need to be returned.  We consider this matter closed and wish the customer all the best.