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

  450 Lillard Dr Sparks, NV 89434-8925

• 

  Nutrisystem, Inc.

  58 Portland Rd Kennebunk, ME 04043

• 

  Nutrisystem, Inc.

  70 Green St Fairhaven, MA 02719-2840

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  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:05/31/2023

  Type:Order 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 called Nutrisystem as I was curious about their meals. After speaking to a CSR for a while I told her i just wanted to test out the foods. She directed me where to go on the website and hung up on me. I then purchased some meals and tried them out. I ordered another bunch the following week. I had used a credit card expiring in April of 2023. I knew they couldn't get me to purchase more because they only had my old credit card on hand. But I kept receiving emails that my next pre-selected group of food was going to be shipped out. I didn't think this could happen because I never updated my credit card on their system. Eventually I went in and delayed my shipment that they had chose out 9 weeks, the maximum that a person can delay a shipment. Still the notices still came in that I had another order coming to me soon. So I went online on the nutrisystem website to make sure my credit card was outdated, I was incorrect. Somehow their system pulled my new card from my actual computer. This is very strange because I had other things I was a member or monthly customer of and all of those either expired or reqested a new card prior to or at the end of my expired card. In the end Nutrisystem pulled my credit card without my approval to use for their business. I have continually tried to go on the nutrisystem site to find out how to cancel my profile. There area no buttons to click, nothing to cancel the program. I emailed Nutrisystem this past weekend. I was told I must call them between their business hours from M - F. I waited to call until Tuesday since Monday was a holiday. I was on hold for 1/2 hour and no one answered my call. I did have the option for a callback but I had a bunch of meetings so I couldn't arrange this.

  Business Response

  Date: 06/14/2023

  The customer signed up for the A la Carte program on 4/11/2023,taking the auto delivery option when signing up.  All aspects of the Program are disclosed on the checkout page.  On 4/18/2023, the customer placed a one-time A la Carte order as well.  The customer delayed the A la Carte Auto-Delivery online on 5/1/2023 from 5/5/2023 to 6/2/2023 and then emailed customer service on 5/31/2023 to cancel the Program.  As of 6/1/2023 the customers account has been cancelled indefinitely (cancellation number ***********) and no further orders will be shipped out.   The customers credit card on file is the same credit card information that was used for both orders, no updates were made. 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.
  

  Regards,

  Consumer Response Team

  Customer Answer

  Date: 06/15/2023

  [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:05/27/2023

  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.

  I was on a live chat with someone for over an hour discussing nutri system and then ordering the meals. so it all took time. i went to pay and my card was declined. i call nutri system as the chat had ended, the person said they had to get off and when i went to pay i couldn't so i called nutri system. spoke to a very unprofessional person who was condescending and acting superior who told me my card didn't take because nutri system doesn't use the *** number even though it shows up to be entered on the order form. So she informed me that i can't use any credit card whereby the credit card requires the *** id be used. why is it on the website to be entered? all that time wasted and there was nothing wrong with my card. it is nurtrisystem! I want nutri system to give me a free month worth the food as I was signing up to buy a month of food.

  Business Response

  Date: 06/14/2023

  We are sorry to hear that the customer had a poor experience.  The customer should have received a call from one of our Sales agents on 5/30/2023 to discuss the program, pricing and placing an order,  to help resolve any confusion.   Please have the customer reach back out and the Agent will be happy to help get the customer started on her  weight loss journey.  We are sorry the customer initially felt an agent was rude to you as we always strive for a friendly, positive experience with our customers.  We trust that an outreach call to resolve the issue is a satisfactory resolution.  Please feel free to call or email customer service any time with additional questions.  

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:05/15/2023

  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 purchased a nutrasystem program as a gift, but immediately, the multiple spam emails a day started. I have weekly clicked "unsubscribe", I've complained on the phone with an agent - it' been months, and it's just constant!!! I'm just disgusted with this company, they aren't even remotely concerned about customer service!! They are perfectly thrilled with annoying you every 6-12 hours by spamming your email.

  Business Response

  Date: 05/17/2023

  The customers "unsubscribe to email" request has been received. The customers email preferences were updated on 5/15/2023.  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 from Nutrisystem. This happens when a customer 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 7-10 business days, we kindly ask the customer to forward us the email that they are receiving, and we will review further.  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.

  Regards,

  Consumer Response Team

  Customer Answer

  Date: 05/19/2023

  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, but it's totally ridiculous that after numerous attempts over a month of  unsubscribing & calling Nutrasystem directly to request ceasing - that ONLY a filing a BBB compliant to finally got the multiple junk mails a day to stop! 
  THIS IS NOT AN UPSTANDING COMPANY when they only stop spamming you after a public complaint. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/05/2023

  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.

  I was told that I got an email from nutrisystem on May 1, 2023 which I did not get that my order was going to be shipped. I checked all spam folders and previous deleted emails and determined that I did not get the email. This is the third time I was told that I got earlier emails which I did not get. My other family members had the same problem as i had. So I tried to delay my order and the people I talked to on Nurtisystem was very rude to me and told me there where nothing I can do. They told me I could have delayed the order the day before but they sent me the email at 11:39 pm which I was in bed. I believe they send these emails late so most people will not see them..

  Business Response

  Date: 05/17/2023

  We are sorry to hear that the customer had a poor experience.  The customer signed up for the Uniquely Yours Program 2/26/2020.  The customer called customer service on 3/10/2023 and 5/5/2023 to cancel a processing order.  Receipt emails were sent to the email address on file regarding order updates on 3/6/2023 and 5/1/2023 which have been confirmed in our system.  A member of our customer service team spoke with the customer on 5/12/2023 to resolve your order issues.  We are sorry the customer  initially felt an agent was rude, as we always strive for a friendly, positive experience with our customers.  Please feel free to call or email customer service any time with additional questions.  

  Regards,

  Consumer Response Team

  Customer Answer

  Date: 05/19/2023

  [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:04/27/2023

  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.

  I continue to receive numerous emails from nutrisystem. I have asked them to stop and have several times tried to unsubscribe, but they continue. I contacted the company and they said they would stop but I continue to recieve them daily. I regret giving them my email .

  Business Response

  Date: 05/08/2023

  The customers "unsubscribe to email" request has been received. 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 from Nutrisystem. This happens when a customer 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 7-10 business days, we kindly ask the customer to forward us the email that they are receiving, and we will review further.  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.

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:04/26/2023

  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.

  I received an email yesterday and again today about a very special offer of their premium plan (uniquely yours max+) at an exceptionally wonderful deal of $289 for 28 days. This is usually a special that is run for uniquely yours for 20 days. The max+ has the premium food and it never goes on sale. The thing in which this is false advertising is that it says FOR 28 DAYS. When I go to place the order, it is defaulted to the 5 day plan (20 days with 2 flex days) at $289 for for max+ deal. When I click on the 7 day plan as advertised, the price changes to $439.99. I called yesterday about the first email I received and the rep really tried to help but couldn't get find anything to get it to go through. Today I received another one and was talking to ** ******** and even after forwarding her the email, she said it was for us to call in and ask about the program. I was trying to tell her that it was false advertising bc it was saying 28 days and not 20 days. She kept talking over me. What I want is to do the uniquely yours max+ program for 28 days every month (every month price is the case when signing up for a program at the advertised price). Thank you.*********************

  Business Response

  Date: 05/08/2023

  After our review, we sincerely apologize for any confusion regarding the program price.  The customer should have received a call from a Supervisor on 4/28/2023 and on 5/5/2023 to discuss the program and pricing to help resolve any confusion.  Please have the customer reach back out and the Supervisor will be happy to help ************ start on her weight loss journey.  We trust that an outreach call to resolve the issue is a satisfactory resolution.  Please feel free to call or email customer service any time with additional questions. 

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:04/24/2023

  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.

  Nutrisystem uses deceitful business practices & false advertising to trap their victims into cancellation. So, I have no choice but to file this complaint. I used the product extra as told and I gained weight. It was not for my body I guess. But they charged me a $125.00 cancellation fee. They are scamming people. And punishing them for trying their product. I have friends who are trying to find a diet plan and have told them about what Nutri System did. They will be looking for diet help somewhere else moving forward. They are should be ashamed of themselves. All they care about is making money and not truly helping people with weight issues.

  Business Response

  Date: 05/01/2023

  The customer signed up for the Uniquely Yours Max+ Program on 4/5/2023, taking the auto delivery option when signing up.  All aspects of the Program are disclosed on the checkout page including the early cancellation fee and 7-day money back guarantee.  The customer called customer service on 4/24/2023 to cancel the Program.  As of 4/24/2023 the customer’s account has been cancelled indefinitely (cancellation number ***********) and no further orders will be shipped out.   The customer cancelled after the money back guarantee period, but 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.
  
  Regards,
  
  Consumer Response Team

• Initial Complaint

  Date:04/24/2023

  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 cancelled my nutrisystem after trying it for a few orders(monthly orders) and in march i requested my account be closed and no more orders should be processed. Today at around 1AM central i get an email with an order confirmation. Its for $501.24 with order number *********** Please help me cancel my account and get my refund they havent shipped the order yet and I dont want them to ship it I dont even have the space in my house to store as I assumed they processed my cancellation.

  Business Response

  Date: 04/25/2023

  The customer signed up for the Uniquely Yours Max+ Program on 1/12/2023, taking the auto delivery option when signing up.   The customer chatted in with customer service on 2/24/2023 to cancel the processing order for February, at that time the customer was told once an order begins to process, we cant change or cancel the order.  The customer rescheduled their next auto delivery order online on 2/24/2023, from 3/24/2023 to 4/24/2023.  On 4/24/2023 the customer called in to cancel the April processing order, the agent did explain that the processing order could not be changed or cancelled after the order begins to process.  As of 4/24/2023,the customers account has been cancelled indefinitely (cancellation number ***********) and no further orders will be shipped out.   We also sent out a transactional email on 4/20/2023 regarding the upcoming 4/24/2023 order.  If the customer would like to return the April non-frozen food for a partial refund, the customer can contact customer service for an RMA#, once the order is returned to our warehouse, a partial refund will be issued. Frozen food is non-returnable and non-refundable. We trust that this explanation and the offer to return the non-frozen food,provides 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: 04/28/2023

  Complaint: ********
  
  I am rejecting this response because:

  I cancelled my account in March by calling in after skipping the order in February. They have not shipped the frozen food and can cancel the order. I dont see why I have to buy somethings not even shipped and the account is cancelled. This is wrong! 

  Regards,
  
  *****************

  Business Response

  Date: 06/21/2023

  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:04/21/2023

  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.

  Nutrisystem software, per information from Nutrisystem i was informed they were working on software issues. I placed an order for which it showed I had free shipping on the final step of purchase. The system after processing flipped the free shipping out and charged me $20 shipping fee. I have a snapshot to show the free shipping at final purchase, after having several issues with Nutrisystem software and constant inquiries to customer service I had resorted to taking snapshots of my orders. They don't seem to realize the software adds to your cart, changes your cart etc. I pay my order with gift cards, the order I have tried to resolve this with Nutrisystem to no avail. They should honor the form/snapshot which I have sent them a dozen times. They don't seem to do their research into issues very well or they pass the "ball" back and forth between departments, anything to get rid of an annoyance. The majority of responses I have received were not even accurate to the time in question.... What does that tell you?

  Business Response

  Date: 05/02/2023

  After our review, we sincerely apologize for any confusion regarding the shipping fee on the A la Carte order. An agent outreached to the customer regarding our A la Carte program and the threshold amount to obtain free shipping for future orders and a refund was issued for the shipping fee via paper check, please allow up to two weeks to deliver by USPS.  We appreciate the customers feedback and have sent the information to the appropriate departments to review.  We trust that the refund for the shipping and this explanation provides 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: 05/25/2023

  [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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:04/19/2023

  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 purchased the Nutrisystem 55+, 3-month plan, for my wife as a gift on January. 15, 2023 at 8:10 AM. It stated that each month's meals would be automatically delivered. That was nice as she would not have to go onto the website and request her next month's meals. I went into this purchased with the intention of, as advertised, to purchase a 3-month plan and no more. At the end of the 3 months, on Friday, April 14th, 2023, around 8 PM or so, I seen a charge to my credit card account from Nutrisystem, for over $300. Since I did not authorize or request any additional months of food, I was concerned. I attempted to call Nutrisystem customer service, and they were closed until Saturday at 9 AM the next day. I immediately went on-line as instructed on their messaging system. I found that I was being charged for another shipment of food and it was in process. I looked for ways to cancel the order and could not find any, so I found I could delay the order, which I did. My hope was to keep anything being shipped to me. The next morning, I called and talked with a Nutrisystem representee. He told me they could not cancel the order and I should receive the order. They call them back and they would email me return labels to ship the product back, and charges would be removed from my credit card. I received the product on Tuesday, April 18th and called back. I was told that I would have to pay to ship the product back and only unfrozen food could be returned. I asked to speak to her supervisor; she sent me to voice mail. I called back and spoke with ****, who l sent me to her supervisor ************ explained to ***** that I did not authorize any future shipments. She told me that I was on monthly auto-delivery. ***** insisted that I was responsible for cancelling auto-delivery and had to pay for the frozen food. She could not do anything for me but give me and RMA to return the unfrozen food.So, 3 month auto-delivery means for life.

  Business Response

  Date: 05/08/2023

  The customer signed up for the ********** Program on 1/15/2023,taking the auto delivery option when signing up.  All aspects of the Program are disclosed and transactional emails were sent to the email address on file regarding order updates. The customer called customer service on 4/15/2023 to cancel the Program.  As of 4/15/2023 the customers account has been cancelled indefinitely (cancellation number ***********) and no further orders will be shipped out.  The customers April order was already processing and the customer service agent explained that since the order was already processing, it could not be cancelled.  If the customer would like to send back the non-frozen portion of the April 13th order back for a partial refund, please contact customer service to receive an RMA number.  If the customer decides to send the non-frozen portion of the order back, they will be refunded once the order is received at our warehouse.  We trust that the offer to return the non-frozen portion of the order 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: 05/19/2023

  [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:

  Contrary to what is stated, I in good faith purchased 3 months of the 55 plan, no more.  I did not give authorization to charge my credit card for more that 3 months of product.

  I did not agree to or see where there was auto delivery beyond the 3 months.

  Their lawyers may say they are OK with the wording, but a customer and their satisfaction should be greater than making a buck.

  As I stated before Auto Delivery to me meant, that the 3 months I ordered, would be sent without me having to interact with my order, not that I would continue t receive orders.

  If I order food from a from a restaurant, I don't expect to continue to receive food week after week that I did not order.

  They may believe their way of doing business is justified, but someone needs to understand that one order is one order.

  As long as they continue to do business this way, I will continue to let people know to stay away from their product.

  As for their comment about me canceling my order, I did so only after seeing a charge to my credit card.  I attempted to call but they were closed.

  I went to the website as directed and made every attempt to hold my order, as canceling was not an option given, until I could speak to someone the next day.

  Because of their unethical business practices, I will not be dealing with this company again.
  
  Regards,
  
  *********************

  Business Response

  Date: 06/29/2023

  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.