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.

  871 Washington St Braintree, MA 02184

• 

  Nutrisystem, Inc.

  60 Worcester Rd Framingham, MA 01702

• 

  Nutrisystem, Inc.

  2143 N Tustin St Ste A-2 & A-3 Orange, CA 92865-3709

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  Nutrisystem, Inc.

  9696 Nall Ave Overland Park, KS 66207

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:07/03/2023

  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 this program as a last-ditch effort to help me eat better and lose weight. The foods are extremely high in sodium, they’re disgusting and rubbery. I called to cancel after the first order (was not even requesting a refund) to be told that I would be charged another $125 since I didn’t cancel within the first 7 days of receiving the food. A condition which is NOT stated when you join the program and they recommend trying for 30 days before canceling. This whole business seems like a big money racket. I’d already given them $335 and when asked to speak to a supervisor to have the fee waived, I was told that there are no supervisors working, which is absolute nonsense. Now I would like a refund as they’ve wasted my time and caused me undue stress to resolve a matter that never should have been an issue per the original customer agreement upon joining.

  Business Response

  Date: 07/17/2023

  The customer signed up for the Uniquely Yours Max+ Program on 5/6/2023, taking the auto delivery option when signing up.  All aspects of the Program are disclosed directly on the checkout page including the early cancellation fee.  The customer called customer service on 7/3/2023 to cancel the Program.  As of 7/3/2023 the customer’s account has been cancelled indefinitely (cancellation number ***********) and no further orders will be shipped out.   The customer cancelled after only receiving one shipment, therefore, per the terms of the Program, the customer would have been charged the early cancellation fee, however, this fee was waived.  The customer had been advised of this on the call. We sincerely apologize for any lack of assistance on the call, this has been addressed with the customer service agent.  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:06/28/2023

  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 ordered Nutrasystem for myself and my husband. A couples plan. I received my months worth of food 3/19/2023. On 3/22/2023, only 3 days later they charged me for a second month’s worth of the diet. I called them to explain I had only just received my first month and wasn’t ready for another. I cancelled at that time. They told me I couldn’t stop the next package, but I could mail back the four containers of protein powder (twice as much as on my first order!), as I hadn’t ordered it. I received the information to return them and was advised I would get a refund. I spent $30 mailing the 4 containers back. I’ve never received a refund. They now tell me I need to track the package. It’s been so long my tracking number doesn’t work. I am very disappointed in this company. I’ve never complained to BBB before, I’m 69 years old, never complained in my life, but this is outrageous. They charged me for items I didn’t order, we’re not part of my first order and made me pay to return them. Now I’m out approximately $180.

  Business Response

  Date: 07/12/2023

  The customer signed up for the Partner Plan Program on 3/10/2023, 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 the frozen food portion of their order as frozen food is non-refundable. 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 3/17/2023, the customer was sent a transactional email regarding an upcoming 3/20/2023 order. On 3/22/2023, after this order began to process, the customer called customer service to cancel the Program. As of 3/22/2023 the customers account has been cancelled indefinitely and no further orders will be shipped out. The customer was given an RMA# to return the 4 canisters of shakes.   Once the return is processed at the warehouse,we will issue a partial refund.  As of today, we have not received the return at our warehouse. If the customer has the tracking number they can e-mail or call into customer service with the tracking information to expedite the process.   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:06/21/2023

  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 had placed an order with Nutrisystem and on June 9th, 2023, I began to prepare a microwave meal that included a crisping tray. Within a minute there was an awful smell and my microwave was not functioning right. After closer inspection of the crisping tray and comparing it to a brand new tray from the same product, I realize that it was defective and tripled in size. On June 21st, I called the 1-800 number at Nutrisystem and tried to get the situation resolved since I had to buy a new microwave. The microwave cost $400 and I offered to meet them in the middle if they could just send me $400 worth of Nutrisystem products. I was on hold for 40 minutes and finally told the representative that I would hold no longer and she could call me back with the resolution. She said she could not dial out, and that I would need to keep holding. I did not. I still have the original defective tray and also a tray from the same product. I also tried the chat on Nutrisystem and they said they could not help me on that format.

  Business Response

  Date: 06/29/2023

  We apologize for any inconvenience.   Please be advised Nutrisystem takes product safety and claims related to product safety very seriously. A member of our Quality Assurance team has been in contact with the customer to gather all pertinent information and the issue has been resolved directly with the customer.  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:06/21/2023

  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.

  on 5/25/2023 I received an email that I was getting a shipment from Nutrisystem and that my account was being charged. I never received an email stating that they would be charging me so I called and requested it to be stopped. I was told that it had already been shipped and I could not and that I would have to wait to receive it and then send it back. They said that once I shipped it back that I could call them with the tracking number and they would issue a refund. I received an email 2 days later that stated that my order was delayed and had not been shipped. I called and they said that it was processing it and I should receive it soon. on 5/30/2023 I received the product and on 5/31/2023 I returned it through the post office. I called after I sent it to give them the tracking number and was told that I would need to wait 2 weeks to get my refund. I questioned it and they told me that their policy changed. I have called and emailed numerous times to no avail. I have not seen a refund and every time that I call I get a new lie. on 6/15/2023 I was told that they were issuing a refund and that I would have it in 3 days. On 6/20/2023 I called and was told that they attempted to refund to paypal and it was declined so they were issuing me a check, but could not provide any info as to when it was sent. I called today and was told that a check was just requested today and that I need to wait another 4-6 days to see if I receive it. I called paypal and they stated that there was never a refund attempted and that they would not have a reason to decline an incoming payment. It has been one lie after another and when I requested to speak with a supervisor I was told that they work from home and have no way that I can talk to one. I am beyond frustrated and out over $200. I have worked in customer service for over 35 years and this is not how I would ever treat someone. I am beyond frustrated and do not know where to turn.

  Business Response

  Date: 06/29/2023

  We are sorry to hear the customer had a poor experience.  The customer signed up for the Wellina Plan on 3/21/2023,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 5/22/23.  As of 5/26/2023 the customers account has been cancelled indefinitely and no further orders will be shipped out. Unfortunately, since the customer opened a chargeback dispute with her bank for the charges to her card, we were unable to process the refund while her bank reviewed the dispute.An outreach call was made to the customer to review the account and resolve the issue, and a refund check is being processed and will deliver to the customer this week.  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:06/18/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Whilst attempting to cancel auto delivery and delete account, representative talked over me and refused to take my requested action without delay.Representative continually harassed me in obvious attempt to discourage cancellation.Upon completion, I was conveniently disconnected with no confirmation of cancellation.

  Business Response

  Date: 06/29/2023

  We have reviewed our call file, as all calls are recorded for quality assurance and training purposes.Upon review, the agent acted in a professional manner throughout the call.  We apologize the customer felt they had a poor experience.  The customers account was cancelled indefinitely on 6/21/2023, and no further orders will be processed.  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: 07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business and although I disagree with the assessment in reference to complaint ID ********, the resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:06/16/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I decided to try the Nutrisystem food service plan. I filled out all of the information and was in the process of selecting foods. I am gluten free and selected that option and the option to customize my foods. I did not select chefs choice because those foods contain gluten. When selecting gluten free options, the program would not let me add enough items to complete my order, so I stopped and sent a question to the chat to check how many items should be in each order. I received a response, but it really didnt answer my question. I decided to call to get this sorted out and on the same day received a box of food that I did not order and much of the food contains gluten. I immediately called customer service and explained the situation. I found out the gluten free options are very limited and decided to cancel the program. They cancelled the frozen portion of my order, which hadnt shipped yet and gave me an RA number to return the order that had been shipped. However, I have the PAY to ship the order back. Since I never authorized the order I do not think I should have to pay to send it back. I spoke with several customer service reps and was told that I placed the order and would have to pay to return it. I would NEVER order items with gluten in them and feel that they should be responsible for this obvious error on their end. The box is very heavy, Im sure it is going to cost a lot to return it. Im wondering if others have experienced this issue which is why I am filing a complaint. I am 64 and have never filed a complaint about anything, however this is terrible customer service and I hope it doesnt happen to anyone else. One customer service rep hung up on me and another kept telling me that I placed the orderbasically calling me incompetent or a liar. I am so disappointed in their response to this situation. I am going to return the box and hope that NS reimburses my shipping costs .Thank You.

  Business Response

  Date: 06/29/2023

  The customer ordered the Uniquely Yours Max+ program online and chose auto-delivery, selecting the Chef’s Choice option rather than the customizable option. 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. Customers who do not cancel their auto delivery program before an order begins processing may return non-frozen food items for a refund.
  
  The customer called customer service on 6/11/2023 regarding receiving food that contained gluten. Since their first order had already begun to process, the customer made edits to their next order and not their first order. The customer was within our Money Back Guarantee period and was issued an RMA number to return the non-frozen food items from their first order for a refund. As the frozen food portion of the customer's order had not yet processed, the frozen food was refunded on 6/14/2023. As of 6/14/2023, the customers account has been cancelled indefinitely and no further orders will be shipped out. Once the return of the non-frozen food is received, or the customer provides proof of shipping, this portion of the order will be refunded.  The customer can customize their order to select food options that work for them if they decide to rejoin. Please feel free to call or email customer service any time with additional questions.
  

• Initial Complaint

  Date:06/10/2023

  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 was under the impression that I placed a one time order for one month of Nutra System. Apparently they enrolled me into an automatic renewal program with a lot of fine print that says they will charge a $125.00 fee if I don't make another order. Be that as it may I feel that nutrasystem is intentional deceptive in their billing practices.

  Business Response

  Date: 06/29/2023

  The customer signed up for the Uniquely Yours Max+ Program on 5/20/2023, taking the auto delivery option when signing up.  All aspects of the Program are disclosed on the checkout page including the early cancellation fee.  The customer called customer service on 6/10/2023 to cancel the Program.  As of 6/10/2023 the customer’s account has been cancelled indefinitely (cancellation number ***********) and no further orders will be shipped out.   The customer cancelled after only receiving one shipment, therefore, per the terms of the Program, the customer was charged the early cancellation fee.  The customer had been advised of this on the call. 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:06/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a 30 day trial with Nutrisystem, on May/2023. I didn't want to continue getting the plan, because I don't like the food. Without letting me know they renewed the order and charge $300+ to my credit card. I have tried to get it cancel by phone, they place me twice, in eternal hold and no one picked the phone on either one. Have send 3 e-mails, requesting the cancellation with no answer to any of them. Chat with a representative on their web site, and couldn't help, because he has limitations, that I have to contact CSR. which do not answer to any possible way. Now I received today that the order has been shipped. I have made every possible attempt to cancel. they are just keeping my money.

  Business Response

  Date: 06/29/2023

  The customer signed up for the Uniquely Yours Program on 5/13/2023, 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 the frozen food portion of their order as frozen food is non-refundable. We disclose all aspects of the Program 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 program order, customers are sent a transactional e-mail reminding them that their next order will process soon.
  
  On 6/3/2023, the customer was sent a transactional email regarding an upcoming 6/7/2023 order. On 6/7/2023, after this order began to process, the customer emailed customer service to cancel the Program. As of 6/9/2023 the customers account has been cancelled indefinitely and no further orders will be shipped out. In an e-mail response on 6/9/2023, the customer was advised that her Program was cancelled and that she could return the non-frozen food for a refund. When the customer returns the non-frozen food, we will issue 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.

• Initial Complaint

  Date:06/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Merchant is charging fees for cancelations. I requested a cancelation of a disgusting meal plan that was not aiding in weight loss. At this time the representative, stated that I would be charged $125 for canceling. I expressed my discontent with this, but proceeded anyway. They charged my card for the account, which my card issuer upheld the charge. If I am not receiving services or good from merchant, why are they charging me a cancelation fee? It's bad practice. I will NEVER sigh up for their services again; nor, will I recommend their business to my family or friends due to this bad business practice. Nutrisystem obtained more than enough money for my initial order, considering I am unable to consume due to poor quality products. Nutrisystem should be ashamed.

  Business Response

  Date: 07/27/2023

  The customer signed up for the Uniquely Yours Max+ Program on 1/21/2023, taking the auto delivery option when signing up.  All aspects of the Program are disclosed on the checkout page including the early cancellation fee.  The customer called customer service on 4/11/2023 to cancel the Program.  As of 4/11/2023 the customer’s account has been cancelled indefinitely and no further orders will be shipped out.   The customer cancelled after only receiving one shipment, therefore, per the terms of the Program, the customer was charged the early cancellation fee.  The customer had been advised of this on the call. 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: 07/28/2023

  [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:
  

  I didn't agree with it while on the phone.  The merchant should not be charging a fee at all for a poor quality product.  I did not lose weight as product guarantees and I should not have been forced to pay. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:06/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consistently trying to scam money from members. Currently running up a tab of overcharges that they are well aware were processed by mistake and have not yet fixed. This is the third time they have overcharged me by nearly $100 “by mistake,” but this is the first time the less than “bright” representative had the nerve to deny it was a mistake. If they don’t resolve it, the other reviews and complaints suggest I’m not the first person they have tried this with and I will be contacting legal help to see how many others they may be taking advantage of after the charge is disputed. Consistently messy. My entire experience with them had been a nightmare of misinformation, over charges and incomplete / inaccurate orders.

  Business Response

  Date: 06/21/2023

  We sincerely apologize for any confusion regarding the program price.  After reviewing ****************** account,  we see that a $75 recurring coupon was not applied to her most recent order. Outreach calls were made to ****************** to discuss the pricing and help resolve this issue. ****************** program price has since been adjusted and a refund was issued on 6/8/2023.  We trust that the price adjustment and refund is a satisfactory resolution.  We apologize for any inconvenience this may have caused. ****************** may call or email customer service at any time with any additional questions. 
  

  Regards, 

  Consumer Response Team