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:04/15/2023

  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.

  Last year, I contacted Nutrisystem to re-start my plan. The representative advised that because I was rejoining a program, he could arrange a basic plan for $154.35 per month. For three months, I had been charged and paid this amount. For April, my current order No. *********** had been increased by $100.00 and I contacted Nutrisystem questioning the increase. I spoke with a representative named ****** who advised that the $154.35 price quoted by Nutrisystem was, unfortunately, a mistake and incorrect and the adjustment/increase of $100.00 was henceforth being applied to my monthly billing cycle. I was shocked by Nutrisystem reneging on initial advices to me regarding the monthly charge for my plan. Andrea did "offer" a $30.00 discount on ONLY my next order which I thought to be an insult. Accordingly, I canceled my monthly arrangement with Nutrisystem. CAN NUTRISYSTEM ACTUALLY INCREASE THE PRICE??

  Business Response

  Date: 05/01/2023

  The customer signed up on the Basic Program on 10/1/2022,taking auto-delivery and selected to Prepay for 2 months upfront locking in a future monthly discount.  However, to the customers luck the agent did not apply the correct coupon to the account which caused a deeper discount on the future orders.  The system caught this glitch so customer was able to enjoy the savings (beyond what she was quoted over the phone) for a couple of extra months.  Nutrisystem did not back-bill any of these amounts,however, we cannot offer this pricing moving forward.  Customers pricing has been adjusted to the pricing she was quoted on her original customer service sign-up 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:04/12/2023

  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.

  Nutrisystem charged me $423.29 which I can’t cancel for a refund even if the order is not shipped. Apr 8th, Saturday 12:02 PM I received an email from nutrisystem that I can make changes and manage your upcoming order online before 6 PM EST on 4/11/2023, Monday. I was on a monthly plan with them however, since I’m unhappy with the company I’ve been wanting to cancel. I called on both Sat and Sun but no one answered the phone. I called again on 4/12 Monday and the waiting time was again like forever. I didn’t understand why it took so much effort just to cancel my order and my plan. Today morning I found that my credit card charged and I called the ###-###-####. Finally someone picked up the call. The customer rep told me I couldn’t cancel the order now since it was already “processed and about to ship”. I was like OK and asked him to provide me the shipping info such as shipping number, and he said he wouldn’t be able to provide me anything. I told him it was unlikely that an order would be ready to ship given that it started processing in midnight on the same day. The rep reiterated that he couldn’t cancel because it has been started processing, repeating the same lines over and over again. I told him again that I’d been trying to call but there was nobody picking up my call. He said again that he couldn’t help and the call ended. I found it highly unfair to not able to cancel my order online and waiting 30min for someone to pick up my call today. I found it shockingly uncomfortable to not be able to cancel my order 3 days straight from last Saturday till yesterday. I also found it ridiculous that the business asserted that my order has been shipped while they couldn’t even provide me the shipping number. They’re telling lies because it’s obvious that the merchandises are still in their warehouse. They’ve been forcing me to accept a sale that I do not intend to. I would like NutriSystem to give me a full refund of 423.29 and no shipping is ever needed

  Business Response

  Date: 04/24/2023

  The customer signed up for the Uniquely Yours Max+ Premium Program on 1/19/2023, taking the auto delivery option when signing up.  As of 4/12/2023 the customer’s account has been cancelled indefinitely (cancellation number ************) and no further orders will be shipped out.   The customer called customer service as the third order had begun to process, we also sent out a transactional email on 4/8/2023 regarding the upcoming 4/12/2023 order. Our website and our transactional emails state that once an order begins to process, it cannot be changed or cancelled and the customer is responsible for all charges (including applicable taxes) associated with the order.   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:04/10/2023

  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.

  Placed an order a week ago. Have not received frozen order. Was purposely mislead by salesman and not sent items ordered. I am supposed to receive 2 snacks a day but was sent 1. I specifically stated that I can not drink chocolate shakes yet was sent chocolate containers, not vanilla. Shady business practices!

  Business Response

  Date: 04/24/2023

  We sincerely apologize that the frozen portion of the customers order was delayed.   The customer called into to customer service on 4/8/2023 to inquire about the delay in the delivery of the frozen portion of the order.   In response the agent explained that there were two portions of the order and the frozen order did not ship out yet.  The frozen portion was delayed due to a system glitch that was fixed, the frozen portion of the order delivered on 4/14/2023.  We apologize for any inconvenience this may have caused the customer.  Prior to this complaint, customer service was never made aware of any issue with the shakes.  If you wish to contact customer service regarding the shakes feel free to reach out to our team via phone or email. 
  

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:04/07/2023

  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.

  I paid for the diabetic plan. However, none of the meals are low in carbs and sugars. Most of the meals are pasta and the snacks high in sugar. I explained the fact that I'm a diabetic and cannot have the meals in their plan but nothing was done to rectify the situation. They asked me to return the meals but I couldn't afford to send them back. I paid over $500 for a meal plan that can hurt my health.

  Business Response

  Date: 04/24/2023

  We are sorry to hear that this customer did not care for the food and was not happy with the Program. The customer signed up for the Basic Diabetic Program on 12/29/2023, taking the chef choice option,  choosing auto-delivery and prepaid for two orders.  All aspects of the Program are disclosed on the checkout page.  The customer called customer service on 1/17/2023 regarding the foods in our Diabetic program, the agent offered to edit the customers next order and gave the appropriate information regarding our Diabetic program. We ask that all customers to consult with their Health Care Provider before enrolling in a Nutrisystem Program or purchasing Nutrisystem products.  The customer was outside the Money Back Guarantee timeframe, and then opted to continue and take the second order. With our prepay options, there is no refund after the money back guarantee.  As of 2/16/2023 the customers account has been cancelled indefinitely (cancellation number ***********) and no further orders will be shipped out.   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: 04/28/2023

  [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:04/07/2023

  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.

  NutriSystem's auto-ship plans are impossible to cancel or keep track of. I thought I had cancelled all auto ship orders. I have been continuing to order a la carte and spending quite a bit of money with them. I just got a notice that an auto ship order is shipping. They will not cancel the shipment even though it hasn't been picked up yet. I received my last LARGE order just a few days ago. I don't have any room for more food. They don't care and say they will not help me. So I told them to cancel my auto ship plan and now they've charged me a $125 cancellation fee.

  Business Response

  Date: 04/24/2023

  The customer signed up for the Uniquely Yours Max Program on 3/13/2023, 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 chatted in with our customer service agent on 04/07/2023 to cancel the Program.  As of 4/07/2023 the customer’s account has been cancelled indefinitely (cancellation number ***********) and no further orders will be shipped out.   The customer was charged the early cancellation fee when the auto-delivery program was cancelled, this has been refunded as of 4/12/2023 since the April order did ship out and deliver.  If the customer would like to send back the non-frozen portion of the April order 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 last order and the refund of the cancellation fee is a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions.

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:04/03/2023

  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.

  On 4/2/2023, I received my 3/31/2023 non-frozen order and it was missing all 32 items. I want a full refund of $345.44. Note that this is a recurring issue where I was missing items from a previous shipment and it took me over a month of back and forth with the company to get what I paid for. Therefore, I'm tired of dealing with this company and want a full refund as I did not receive any of the items for 3/31/2023 order yet. Any assistance you can provide in getting my monies back is much appreciated. I'm also reporting this to my credit card company.

  Business Response

  Date: 04/13/2023

  After our review, we sincerely apologize for the inconvenience with the customer’s order. Our customer service team has made three outreach calls with no response from this customer.  Please have the customer call or email customer service so that we can find out more about the customer's issue and try to get it resolved since the customer has previously been sent several food replacements. 
  
  Regards,

  Consumer Response Team

  Customer Answer

  Date: 05/06/2023

  [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 have finally received all items I paid for so this resolution is satisfactory to me.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:03/24/2023

  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 continue to receive email advertisements even though I have repeatedly requested that they stop sending them. The company website for unsubscribing is faulty in that it takes you to additional advertisements. If you manage to get through to unsubscribe it is useless. Emails continue to be sent. I need assistance to get this stopped. I believe their website is set up to prevent people from unsubscribing.

  Business Response

  Date: 03/30/2023

  The customers "unsubscribe to email" request has been received. We apologize for any inconvenience and appreciate the customer bringing this to our attention.  Our unsubscribe process does take 7-10 business days for the unsubscribe process to cycle through. 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. 
  
  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.  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: 04/06/2023

  [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:03/21/2023

  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.

  8/29/2022 my monthly nutrisystem order was suppose to be placed automatically, however my credit card on file had expired, I realized this and contacted nutrisystem via email, with a list of gift cards I had to cover the cost as well as my new card # and I was told it was no problem that the order was just canceled and rescheduled for 9/27/22 and that I could apply my gift cards online and update my card online, then change the date if I wanted and I did both immediately. I was going on vacation and did leave the next ship date for 9/27/2022 though. The order for 9/27/2022 is the order that is the issue. My 9/27/22 order however did not ship until 10/25. I called and complained about this because it took a month after charging me and was told the next order would be canceled but the following week on 11/01 I received a whole other order which then went bad because I had nowhere to put it. I was told I would be refunded for this order. However not only was I not refunded, yesterday, 6 months later, I received a bill for the 9/27/22 order stating it was never paid for and needed to be paid by next week, even though it was shipped, my credit card was charged, (even though gift cards were submitted & available) and it shipped a month late. I contacted nutrisystem and was told it would be taken care of but I had to call, when I requested contact via email so that I have everything in writing (since it would be taken care of already once before and I am now receiving a bill) they refused. I want everything in writing so that this does not happen again, I was told I would be refunded for one of the two orders that shipped back to back (they dont ship orders if they are not paid for) which I was never refunded for and now instead they are expecting me to pay for an order a second time. Order number *********** I will not be paying this and I expect this specific bill for 9/27/2022 to be canceled.

  Business Response

  Date: 03/24/2023

  After our review, we sincerely apologize for any confusion regarding the orders.  The customer should expect a call from one of our representatives to discuss the account and orders to help resolve this issue.   We apologize for any inconvenience this may have caused.  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:03/14/2023

  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.

  A charge of $404 was taken from my account on 3/13/23 after I had delayed my shipment until April due to a layoff from work. I was notified by email overnight when the order was automatically placed, however I NEVER even received an email prior to that reminding me to make my meal selections by the upcoming order date. I panicked, being short on funds, and called Nutrisystem customer service within about 4 hours. I explained my situation to the rep that I had delayed my shipment until the next month but was still charged for this month. I asked that the order be cancelled since it had not yet even shipped, and the order was only placed a short time prior to my call. He was adamant that there was absolutely nothing that could be done and all he would offer me is a cheaper plan. I felt insulted. I may as well have been talking to a robot, everything was so scripted and lacking any rapport. I decided to cancel my membership entirely at this point because I find this to be outrageous. I know I delayed my order and if a representative would have even considered trying to find a real solution, I would have still continued the service at that later date. Now the order has already shipped, when I do not want this food. I would like to be reimbursed the cost of the meals that was charged to my account. I do not want this food. I will try to decline the delivery if I can catch the delivery guy in time. The order confirmation number is: ***********

  Business Response

  Date: 03/19/2023

  The customer signed up for the Uniquely Yours Ultimate Max Plus on 12/20/2022, taking the auto delivery option when signing up.  All transactional emails and reminders regarding upcoming orders were sent to the email address on file. The customer delayed their order online on 2/6/2023 from 2/10/2023 to 3/13/2023 and that order began to process per their request.  On 3/13/2023 the customer called customer service to cancel the Program, and the account was cancelled indefinitely (cancellation number ***********)and no further orders will be shipped out.  The customer service agent explained to the customer that per company policy, once an order is processing it cannot be cancelled.   If the customer would like to send back the non-frozen portion of the March order for a partial refund, the customer can contact customer service to receive an RMA number.  If the customer decides to send the non-frozen portion of the order back, the refund will be issued once the order is received and processed at our warehouse.  We trust that the offer to return the non-frozen portion of the last order is a satisfactory resolution to the issue. 
  

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:03/08/2023

  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 have attempted to unsubscribe from emails with Nutrisystem for months. When I try to unsubscribe their setup doesn’t allow me to unsubscribe. Their system is rigged to keep the email continuously subscribed. I DON’T WANT NUTRISYSTEM’S EMAILS! Please stop sending emails!

  Business Response

  Date: 03/10/2023

  The customers "unsubscribe to email" request has been received. We apologize for any inconvenience and appreciate the customer bringing this to our attention.  Our unsubscribe process does take 7-10 business days for the unsubscribe process to cycle through. 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. 
  
  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.  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: 03/25/2023

  [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,
  
  *****************************