Complaints

This profile includes complaints for Nutrisystem, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Nutrisystem, Inc. has 66 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up for Nutrisystem in January . They had a partnership plan that said if we signed up for 3 months and paid today for 3 months we saved 53 % . To make sure we were reading it correctly we called and spoke to **** he verified that we would not need to pay anything until April 10th (they record these conversations so we do have the dates times and who we spoke to.) Then we were charged on my credit card in February we called to see why we were charged but they kept saying that we only paid for 3 shipments. We told them that the one we signed up for paid 3 months and we confirmed with ****. The one we spoke to ended hanging up on my sister. So I called back when I got home the customer service lady said that we were given the wrong information and she would transfer us. After an hour no one answered. We called back and they hung up on us and gave us a bogus email address. I liked the program but the company seems to give you the runaround and tell you all different things. We just want the remaining months we thought we were paying for. The company seems very shady and dishonest.

  Business Response

  Date: 03/10/2023

  After our review, we sincerely apologize for any confusion regarding the program price.  The customer should expect a call from a Supervisor to discuss the program and pricing to help resolve this issue.   We apologize for any inconvenience this may have caused and this has been addressed with the customer service agent.  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

  Customer Answer

  Date: 03/27/2023

  [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,
  
  *************************
  
  The company reached out and apologized for the customer service actions and said that they would send us the 3 shipments we paid for, also talk with the customer service team who called us liars and hung up on us. 

  I appreciate the quick response to remedy the issue.

• Initial Complaint

  Date:03/07/2023

  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.

  On Saturday, February 25th, I attempted to contact customer service to cancel an order. Unfortunately, after several minutes on hold I had to hangup. I also attempted to contact them via their online chat. Sunday was an extremely busy day so i was unable to call again. I did reach customer service on Monday, February 27th, I explained that I had no room in my freezer and needed to cancel the order. I was told the I could no longer cancel since it had already started processing, whatever that means. What it does not mean is that the order had already shipped. A small portion of the order did ship 2 days later on Wednesday March 1. The frozen portion shipped a full week after I was told I could not cancel, on Monday, March 6. I have returned the 1st shipment already. i will be returning the other one when ***** attempts to deliver it tomorrow. I believe that their refusal to cancel this order has more to do with policy than ability to do so. I have disputed the charge to my credit card and am hopeful for a satisfactory resolution.

  Business Response

  Date: 03/08/2023

  The customer signed up for the Uniquely Yours Max Plus Program on 1/30/2023, taking the auto delivery option when signing up.   All transactional emails and reminders regarding upcoming orders were sent to the email address on file.  On 2/27/2023 the customer called customer service to cancel the Program, and as of 2/27/2023 the account was cancelled indefinitely (cancellation number ************) and no further orders will be shipped out.  The customer service agent explained that the 2/27/2023 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 February 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 Portion of the last order is a satisfactory resolution to the issue. 

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a plan through Nutrasystems and received it today. The food was terrible and so I immediate tried to call nutrsystems to return the box and get a refund. All the nutra system sites state a money back guarantee. *******'s site says the same thing. since I received the lower cost ******* through the nutra systems site, I called both ******* and Nutra systems. The operator said I did not qualify for a refund because the price was so low. $199 dollar plan. the total was $204.00. I feel that if both of the Nutrasystems sites have a money back guarantee and are both Nutr systems, they should abide by the guarantee and refund my credit card. I am not eating the food as it is terrible.

  Business Response

  Date: 03/21/2023

  The customer ordered the Wellina Plan on 2/24/2023. This plan is a lower priced plan that does not come with a money back guarantee.  The customer called to cancel on 2/25/2023 and as of 2/25/2023, the customers account has been cancelled indefinitely (cancellation number ************) and no further orders will be shipped out. An RMA number was issued on 3/7/2023 so that the customer can return the remaining portion of the order to receive a refund.  The return was received in our warehouse on 3/14/2023 and we have issued a full refund for this order on 3/21/2023.  We trust that the full refund 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: 03/24/2023

  [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:03/02/2023

  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.

  Ordered Nutrisystem on 2/23/23, Uniquely Yours Max+ Partner 5-Day Plan: Our Choice. Received 1st box on 2/26/23 for 5 days. Called today and was told the next shipment wouldn't ship until 3/6/23 because of an unusual warehouse delay. I was never told to wait for the entire shipments before starting and when I asked to cancel and for a refund I was told I could cancel but I won't get a refund because it's a prepaid order. All I want is a refund and cancel but Nutrisystem says despite their policy: You may cancel your auto delivery program any time before 6:00 p.m. ET the day before your order is scheduled to be processed by calling **************, option 1 and then option 6; otherwise, we will be unable to make any changes for that order. You may also request to cancel via chat by typing to speak to an agent. For all 4-week orders, if you refuse delivery on a shipped order or return the non-frozen portion, you are subject to the 19.99 return shipping charge. If you cancel after the first 7 days from the date that your order arrived and prior to paying for your second shipment, your payment method will credit Nutrisystem $125 for the auto delivery discount received on your first shipment.

  Business Response

  Date: 03/13/2023

  The customer signed up for the Partner Plan on 2/23/2023, taking the option to Prepay for 3 months upfront when signing up.  When customers elect to take the Prepay option,the orders cannot be cancelled until completion of the orders that were selected for prepayment.  All aspects of the Program are disclosed on website and transactional emails were sent to the email address on file regarding the terms of the program and order updates.  The customer chatted in with one of our coaches on 3/2/2023 to check on the frozen portion on the order.  The agent gave the details of our shipping and delivery timeframe, however due to volume of orders there was a delay in processing and shipping the frozen portion. The agent suggested that the customer begin their program with the non-frozen food to get started.  As of 3/2/2023, the frozen order was shipped out and delivered on 3/3/2023.  Once the orders that the Customer has prepaid for have been completed, the customer can call in to cancel the account.   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: 03/24/2023

  [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:03/01/2023

  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.

  Purchased a meal program from Nutri Systems. Ordered the basic package so I could see the product and check the taste. The cost of the Basic package is $325.00 purchased on  1-19.  Not happy with the product, what you see on TV is NOT what you get. The product you receive is like food you would give to a POW. Not the full plates of good-looking, belly-filling dinners they make you believe you will receive. When I pointed this out to the customer service department, she said, yes I know. ! When I called to stop the shipment of a second order I was told if I don't take the second order I would be charged $125.00. Where is it written that I have to pay $125.00 for canceling an order? The customer service person said, " at the bottom of the contract". I have a copy of the contract It's called IMPORTANT ACCOUNT INFORMATION and is 26 " long and written in #3 font. This is like a hold-up, the product is of poor quality, not as represented.These people see to be making up the rules as they come.Hopefully, you can do something about this problem

  Business Response

  Date: 03/08/2023

  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 Program on 1/18/2023,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  2/6/2023 to cancel the Program.  As of 2/6/2023 the customers 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.

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:02/26/2023

  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.

  2/24/23 charged 494.97 for auto delivery that I didn't order and when I tried to get my money back on 2nd shipment I didn't want was then charged another 120.00 to cancel auto delivery I didn't want in first place. I only wanted to try service for one month and completely disliked the product. Then I was told it would take 8 weeks to get refund on returned none frozen items. Why 2 months to get money returned. What a ripoff of a company. Extremely, unethical and extremely poor Customer service and business practices.

  Business Response

  Date: 03/10/2023

  The customer signed up for the Uniquely Yours Max Plus Premium Program on 1/30/2023, 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 customer service on 2/24/2023 regarding cancelling the processing order.  Once an order begins to process, we cannot make changes to the order.  As of 2/24/2023 the customers account has been cancelled indefinitely (cancellation number ************) and no further orders will be shipped out.  The customer called in on 3/2/2023 regarding the 2/24/2023 order being refunded and the early cancellation fee.  The agent explained that the non-frozen order shipped out and could be returned for a refund, but since the frozen portion of the order was processing, it was nonrefundable.  The agent refunded the early cancellation fee and the customer has since been issued a partial refund for the non-frozen portion of the order that was returned to our warehouse. We trust that the refunds that were issued 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

• Initial Complaint

  Date:02/24/2023

  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 just ordered my first shipment of food and not only does it taste horrible, it is giving me stomach issues. I called the customer service department and they told me I would be charged an early cancellation fee. I informed them that I can't eat their food and they just kept repeating their slogan. I have to either pay for another shipment of food that gives diarrhea or pay a penalty fee.

  Business Response

  Date: 03/08/2023

  The customer signed up for the Basic Program on 2/8/2023, 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 2/28/2023 to cancel the Program.  As of 2/28/2023 the customers 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.

  Regards,

  Consumer Response Team

• Initial Complaint

  Date:02/21/2023

  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.

  My wife was misled into a 3 month program with free shakes. Just a couple of weeks later after our charge card was billed $968.07 we were billed an additional $83.18. I called the toll free number and after being on hold for an extended time, I was told we couldn’t cancel the orders now but would have to call back. He also explained that the “free shakes were a one time thing and I was being charged for more shakes. I explained that I didn’t want any additional charges to my card and I was told I would have to call back in the future. I asked to speak to a supervisor and was refused, the agent then told me he was transferring me to customer service and I was placed on hold for over an hour We are not pleased with the food and even more disgusted with the customer service *** and ******************************* ****************************************************************************. *****

  Business Response

  Date: 03/06/2023

  We sincerely apologize for any confusion the customer may have experienced when signing up for the Program and for any misinformation the customer received from our customer service agent.  On 2/08/2023, the Customer signed up for the Partner Plan.   This plan comes with shakes at a discount for the first month, however the shakes are charged at full price for all future orders.   Upon our review, the customer service agent did not clarify that the shakes would remain on all future orders and did fully explain that the cost was charged at full price for future orders.  We sincerely apologize for the lack of communication, and this has been addressed with the customer service agent.  We have issued a refund for the shakes in the second order on 3/6/2023, and one of our customer service agents helped the customer customize their next order and removed the shakes from all future orders.  We appreciate the customers feedback and apologize for any inconvenience that this may have caused.  We trust that the refund for the shakes on the last 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: 03/23/2023

  [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: The shake issue was a minor issue. The major issue deals with our attempt to completely cancel this program. If you call the number to sign up, they answer the phone immediately but when we tried to cancel, we were on hold for over an hour. They then refused to cancel and told us we had to call back in a month.  Nutrisystem has become a scam that tries everything to keep charging your credit card 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 04/28/2023

  We sincerely apologize the customer had difficulty contacting customer service.  The customers account was cancelled indefinitely on 3/10/2023, (cancellation number ************) and no further orders will be processed, we also accept online cancellations as well.  The customer selected to Prepay for 3 months of Nutrisystem, for the prepaid orders to process and ship, the customers auto-delivery needs to be active.  We apologize for any confusion and we appreciate the customers feedback. We trust that cancellation of the account is 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:02/19/2023

  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 have tried several attempts to unsubscribe to nutrisystem but I am still receiving emails from them.

  Business Response

  Date: 03/06/2023

  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:02/17/2023

  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.

  My complaint is against NutriSystems. I signed up about 2 weeks ago and then came down with Covid. I called to cancel my order and was told I could not. I have called several times and have this last time been on hold 1 hour and 15 minutes. The food is terrible and the customer service is worse. I want to cancel this horrible program and they seem to refuse to let me. PLEASE help me. I am 75 years old and it is giving me angina! Thank you.

  Business Response

  Date: 03/06/2023

  
  We sincerely apologize the customer had difficulty contacting customer service.  There was a glitch with the system which has since been resolved.  The customer signed up for the Uniquely Yours Plus Program on 2/1/2023, taking the auto delivery option when signing up.   On 2/7/2023, the customer called in to cancel the Program,however after the customer service agent went over all the Program details, the customer decided to keep her auto-delivery Program active.  On 2/21/2023,the customer called into customer service again to cancel the auto-delivery Program, and as of 02/21/2023, the customers account was cancelled indefinitely (cancellation number ************), and no further orders will be shipped out.   We trust that cancellation of the account is a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

  Regards,

  Consumer Response Team