Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Cookie Preferences

Many websites use cookies or similar tools to store information on your browser or device. We use cookies on BBB websites to remember your preferences, improve website performance and enhance user experience, and to recommend content we believe will be most relevant to you. Most cookies collect anonymous information such as how users arrive at and use the website. Some cookies are necessary to allow the website to function properly, but you may choose to not allow other types of cookies below.

Necessary Cookies

What are necessary cookies?
These cookies are necessary for the site to function and cannot be switched off in our systems. They are usually only set in response to actions made by you that amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not work. These cookies do not store any personally identifiable information.

Necessary cookies must always be enabled.

Functional Cookies

What are functional cookies?
These cookies enable the site to provide enhanced functionality and personalization. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, some or all of these services may not function properly.

Performance Cookies

What are performance cookies?
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Marketing Cookies

What are marketing cookies?
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant content on other sites. They do not store personal information directly, but are based on uniquely identifying your browser or device. If you do not allow these cookies, you will experience less targeted advertising.

Find a Location

Nutrisystem, Inc. has 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.

    Country
    Please enter a valid location.

    ComplaintsforNutrisystem, Inc.

    Weight Loss
    View Business profile
    View Business profileBBB accredited business

    Need to file a complaint?

    BBB is here to help. We'll guide you through the process.

    File a Complaint

    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

    Filter by

    Showing all complaints

    Filter by

    Complaint Status
    Complaint Type
    • Complaint Type:
      Order Issues
      Status:
      Answered
      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.
    • Complaint Type:
      Order Issues
      Status:
      Answered
      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
    • Complaint Type:
      Product Issues
      Status:
      Resolved
      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,

      *************************
    • Complaint Type:
      Order Issues
      Status:
      Answered
      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.
    • Complaint Type:
      Order Issues
      Status:
      Answered
      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.
    • Complaint Type:
      Product Issues
      Status:
      Answered
      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.
    • Complaint Type:
      Delivery Issues
      Status:
      Answered
      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.
    • Complaint Type:
      Product Issues
      Status:
      Answered
      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.

       

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

      Business response

      06/29/2023

      We are sorry to hear the customer had a poor experience.  The customer signed up for the Wellina Plan on 3/21/2023,taking the auto delivery option when signing up. We disclose all aspects of the plan on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. Prior to processing an auto delivery plan order, customers are sent a transactional e-mail reminding them that their next order will process soon, which was sent to this customer on 5/22/23.  As of 5/26/2023 the customers account has been cancelled indefinitely and no further orders will be shipped out. Unfortunately, since the customer opened a chargeback dispute with her bank for the charges to her card, we were unable to process the refund while her bank reviewed the dispute.An outreach call was made to the customer to review the account and resolve the issue, and a refund check is being processed and will deliver to the customer this week.  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
    • Complaint Type:
      Customer Service Issues
      Status:
      Resolved
      Whilst attempting to cancel auto delivery and delete account, representative talked over me and refused to take my requested action without delay.Representative continually harassed me in obvious attempt to discourage cancellation.Upon completion, I was conveniently disconnected with no confirmation of cancellation.

      Business response

      06/29/2023

      We have reviewed our call file, as all calls are recorded for quality assurance and training purposes.Upon review, the agent acted in a professional manner throughout the call.  We apologize the customer felt they had a poor experience.  The customers account was cancelled indefinitely on 6/21/2023, and no further orders will be processed.  We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

      Customer response

      07/06/2023

      Better Business Bureau:

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

      Regards,

      ***********************

    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.

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.