ComplaintsforNutrisystem, Inc.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Nutrisystem began sending daily emails to our home email address and I when I attempt to unsubscribe, there is a message that email does not exist. Even though they send repeated and daily emails to that address. We want them to STOP. We can't unsubscribe so we have to delete at least two emails from them every day. Please have them stop. We are not interested in their products and don't want to be harassed every day with their emails.

  Business response

  01/29/2024

  We are in receipt of the customers complaint.  As requested, please be advised the customer has been placed on *********************** Do Not Email, list.  Please allow **** 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 an individual, at some point while browsing on the web, opts to receive emails on a third partys website to get information on diet or wellness.  If the customer should continue to receive emails, after the above timeframe, the customer can email ************************************ and send in a copy of the email and include the specific email address from where it was sent.  We can then look into this further if needed.  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

• Initial Complaint

  07/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered the nutrisystem food diet plan to lose weight, but the food is really bad and I tried to cancel it. The first time I chatted with customer service they asked me if I wanted to switch to another plan, etc., etc., etc., and finally managed to manipulate me into keeping my account open, but delay the next shipment. After thinking about it, I wanted to cancel. I tried contacting them two or three more times and they asked me same questions offering to change the plan, asked me how much weight I lost, did I want to speak with their health coach, and then after I repeatedly told them I want to cancel they said Id be charged $125 to cancel!! I cant afford this. If they charge me my rent check will bounce.My account is still open and I cant afford to cancel it. Can you please help? I just want my account closed. Theyre claiming this cancellation fee is per their auto ship policy but I didnt sign up for auto ship.

  Business response

  08/07/2023

  The customer signed up for the Uniquely Yours Program on 6/23/2023, taking the auto delivery option when signing up. Customers may cancel at any time but an early cancellation fee applies if a customer cancels before receiving their second shipment. We disclose all aspects of the Program on the checkout page immediately next to the checkout button. Prior to processing an auto delivery program order, customers are sent a transactional e-mail reminding them that their next order will process soon.
  
  On 7/19/2023, the customer chatted into customer service to cancel the Program. The agent went over the early cancellation fee and also mentioned that the customer could delay her next order which would avoid the fee. The customer did accept to delay her next order deciding to edit the food selection rather than canceling.  The customer asked about other program options but chose to stick with her current program.  The customer's auto-delivery is still active.  If the customer does not want to remain on auto-delivery, the terms of the program apply and the customer will be charged the $125 cancellation fee.  If the customer decides to take the next order, the auto-delivery will begin to process on 9/15/2023. The customer should keep an eye out for the transactional email reminder and make any changes to her order by 6pm EST 9/14/2023.  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 response

  08/09/2023

  [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 company’s $125 fee to cancel was not communicated in a way where it was noticeable. I didn’t know there was any cancellation fee at all. Had I known the cancellation fee was this high I would not have signed up for their program. 
  
  Also, the company neglected to tell you that I didn’t like the food. This is the reason for canceling. Due to the reason why I want to cancel, is why I deserve to be able to cancel without paying their absorbent cancellation fee.  I have not canceled completely because they will charge the $125 fee on the day I cancel. I want to cancel and will, but without paying that fee they are charging.  
  
  This company needs to put their cancellation policy and fee at the top of any email they send out, not at the bottom, so it can easily not be seen as they intend to gain more unknowing customers.  
  
  Regards,
  
  *****************************

• Initial Complaint

  07/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I recently ordered a 2-month shipment of food from nutrisystem Inc. The first shipment came in and I was completely unsatisfied. The food tasted stale and I was missing one or two items. I paid over $500 for 2 months because that was supposed to be cheaper than ordering monthly. I tried to cancel as soon as I got my first shipment and asked if I could have my refund for the second shipment before it shipped to me. I was told that I could not get a refund for shipment number two and that I would have to wait until after the second shipment to cancel. I ordered a certain plan but it shows that I ordered the least expensive plan which was extremely unsatisfactory. I have experienced nutrisystem in the past and I was very satisfied. This time it is completely different and I don't want it anymore. I was willing to have the second shipment canceled but now I will have two months worth of food that is actually non-filling and awful. When I called and spoke to a customer service agent, she was rude and never offered a resolution for me. Can you please help me figure this out.

  Business response

  07/31/2023

  The customer ordered the Basic plan online and chose to pay upfront for two months with auto-delivery, selecting the Chefs Choice option rather than the customizable option. The customer customized their second order, which was dated 7/12/2023.  Womens plans include one snack and customers should add in fruits and vegetables as outlined in the plan. We disclose all aspects of the auto-delivery program on the checkout page immediately next to the checkout button and provide a link to the terms and conditions before a customer can complete their order. As explained in our terms and conditions, refunds for the Pay Upfront Option are only available within the 7-day Money Back Guarantee timeframe.
  
  As of 7/15/2023, the customers account has been cancelled indefinitely and no further orders will be shipped out. On 7/18/2023, the customer called customer service regarding missing snacks from her orders.  On 7/21/2023, an agent made two outreach calls to the customer and sent a follow-up e-mail to help resolve this matter and arrange for replacements of any items that were not sent.  As of 7/31/2023, we have not heard back from the customer.  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.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called to cancel my subscription today, July 14th. After being GRILLED as to why I wanted to cancel and being asked several times about moving to another plan, I was charged $125 for early cancellation. Are you kidding me? I asked where this was written and was told on the website - of course! I am sure it's hidden close to the same place I had to DIG to find out how to cancel!Is your product so bad that the only way you make money is by charging people to no longer receive your product?? It's not like I was in a restaurant, ordered a steak and as the server was approaching my table, I changed my mind. I wasn't due for another delivery until NEXT month. You did nothing to earn my money. I don't know how this isn't considered stealing?!And I think it's very shady that it's impossible to remove your credit card information from your site. My card was charged before I even ended the call. Makes me wonder how many more times it might get charged!Terrible, terrible company!

  Business response

  07/31/2023

  The customer signed up for the Uniquely Yours Diabetic Program on 6/8/2023, 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 7/14/2023 to cancel the Program.  As of 7/14/2023 the customers 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

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered today by phone and told them I could not start the program until August 1st. After they took my credit card they said that my first first package would arrive in 10 days. I told them I wouldn’t be there. Their response was it will be there when you return. 7 days later? The food would not be could. I tried to canceled. He was very rude and I couldn’t cancel

  Business response

  07/26/2023

  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 sales agent.  On 7/13/2023, the Customer signed up for the Basic Plan.   The customer ordered with the sales agent but was going out of town.  Upon our review, the sales agent did go over the shipping timeframe with the customer but the customer wanted the order after she would return.  The agent did not cancel the order for the customer on this call and the call ended with no resolution.  We sincerely apologize for the lack of communication and assistance with cancelling the order for the customer. We have issued a refund this order on 7/19/2023 and the balance on 7/24/2023. The auto-delivery was cancelled indefinitely on 7/19/2023 and no additional orders will ship out.  We appreciate the customers feedback and apologize for any inconvenience that this may have caused.  This has been addressed with the sales agent regarding proper handling.  We trust that the refund is a satisfactory resolution to the issue.    Please feel free to call or email customer service any time with additional questions.  

  Customer response

  07/27/2023

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

• Initial Complaint

  07/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It is impossible to cancel. I asked to postpone my next shipment since I couldn't find a way to cancel online. Tried to call and was put on hold for a very long time and finally gave up. Figured I would cancel before next shipment. Little did I know there were multiple steps to postponing next shipment and I missed clicking one button. They send an alert when your next shipment is shipping and even though I hadn't been picked up by the carrier, I was told there was nothing I could do, shipment was "in process." There is no way to cancel online. This is a scam and designed to extort more money with no way to easily cancel.

  Business response

  07/27/2023

  The customer signed up for the Uniquely Yours Max+ Program on 5/11/2023, taking the auto delivery option when signing up. Customers may cancel at any time but customers who do not cancel their auto delivery program before an order begins processing are responsible for their order. We disclose all aspects of the Program on the checkout page immediately next to the checkout button, and provide a link to the full terms and conditions before a customer completes 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 7/1/2023, the customer was sent a transactional email regarding an upcoming 7/5/2023 order. On 7/5/2023, after this order began to process, the customer chatted in to customer service to cancel the Program. As of 7/5/2023 the customer’s account has been cancelled indefinitely and no further orders will be shipped out. If the customer would like to send back the non-frozen portion of the July order for a partial refund, they may 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 is a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been with Nutrisystem for 6 months and decided I did not want the plan any more. There was no way on the website to cancel however the terms and conditions stated that if I had a credit card on file it authorized Nutrisystem to continue sending meals so 30 days ago I deleted the credit card from the account. On July 10th I got notice from my credit card that 375 dollars would be charged to Nutrisystem. Immediately called to ask how this happened without my authorization of a credit card I removed from the account and was told the only way to remove the card was to call which is not true as the website allowed me to delete the card. On July 10th I received notification through email that the plan was now cancelled. However, July 11th I got notification that the non frozen order was being shipped which means that two days from now the frozen will be shipped as well. There was ample time for this order to be stopped, especially the frozen items (which Nutrisystem states can not be returned once sent). This was a deliberate move to receive an added 375 dollars as a punishment for cancellation. This is not right. I did not authorize this credit card payment as seen by my action of removing said card from the account 30 days prior to the recent shipment. I am requesting return of the $375 which for a 71 year old woman on a fixed income is not peanuts. Thank you for any help you may give. I have screen shots of my account with no cc on file, as well as screenshots of the billing page which shows that I canceled before any product was mailed. Thank you, again. ***********************

  Business response

  07/25/2023

  The customer signed up for the Uniquely Yours Max+ Program on 1/1/2023, 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. On 7/6/2023, the customer was sent a transactional email regarding an upcoming 7/10/2023 order. Although the customer deleted her information, she never emailed us or called to actually cancel her order.  On 7/10/2023, after this order began to process, the customer called customer service to cancel the Program. As of 7/10/2023 the customer’s account has been cancelled indefinitely and no further orders will be shipped out. On the call the customer was offered return instructions but the customer declined.  If the customer would like to return the non-frozen food, please have the customer contact customer service for an RMA#.  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

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

   

*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. ↩