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Complaint Details
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Initial Complaint
10/12/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order on September 28th of my choosing with Nutrisystem. I spoke with Ethan and he gave me an order number **********. I selected the foods in both the shelf and frozen sections. I agreed to a two month delivery for the discounted price of $299.00 per month. The first part of the order (non-frozen) arrived and it was not the order placed. Nutrisystem selected the foods themselves. Most were not what would acceptable. I called and they send an email with a return label on October 2 and dropped at *** ** on October 4th I was notified that they received the shipment on October 6 @ 4:33pm. I would receive the refund in 7-10 days, Today October 12th an additional charge of $299.00 was on my card! I called and was told I agreed for two months and that is why they charged me even with a cancelled order. Cancelled confirmation number *********. Today I was told that there was a 19.99 shipping fee deducted. Please try to assist me. Thank you, **Business response
10/14/2021
We are in receipt of *** ******’s complaint. The account and interactions were reviewed. *** ****** was on the Uniquely yours plan, pay upfront for $598 and selected the EZPay payment option. When the auto-delivery was cancelled, the EZPay payment did not cancel out. Therefore, the second installment was charged on October 12, 2021 for remaining balance of $299.00.
We apologize for any confusion and inconvenience this has caused. We issued a refund of $578.01 on October 12, 2021 and the $19.99 label fee on October 14, 2021.
We hate to lose *** ****** as a customer but wish him all the best on his weight loss journey.
The Consumer Response Team
Customer response
10/26/2021
[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
09/12/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Orderd 1 month with some extras. Did not want auto delivery setup!!! Filled out applications online with help from representatives on the phone. Never ordered months 2...recieved months 2 in mail and charged for it. Want my money back! Nutri Systems is charging me cancellation charges plus other monthly fees!Business response
09/29/2021
We are in receipt of *** *********'s complaint. We have reviewed the account and the interactions. *** ********* signed up online August 15, 2021 for the Basic plan on auto-delivery, which included free shipping (Continental US). Specifically, the auto-delivery terms and cancellation fee are conspicuously displayed at the Submit My Order button, as well as throughout our website. Customers click to submit their order. *** ********* submitted an order and agreed to the terms and conditions.Unique to the industry, Nutrisystem provides a 14-day money back guarantee to cancel your order and receive a full refund, less return shipping. In those 14 days, you can try our food, and if for any reason, you don't like it, call, and cancel, and return any unopened non-frozen food. It is common in the industry to offer a product at a lower price point if it is on auto-renewal basis. Our website provides a One-Time Delivery and an Auto-delivery option. The cancellation fee and auto-delivery terms are displayed throughout the website and most specifically when you click to submit your order. In addition, the terms are on the order confirmation page, packing slip and the transactional emails. We send out transactional emails, to keep our customers informed of their upcoming auto-delivery orders and order transactions. (see attached)
*** ********* called in on September 12, 2021 to cancel his auto-delivery and return his shipment. *** *********'s shipment was received at our warehouse on September 14, 2021. We have issued a refund for $234.98, (less the $125 early cancellation fee and the$19.99 for the return label). Please allow 3 to 5 business days for the refund to reach the Financial Institution and 1 to 2 billing cycles to appear on the statement.
We are sorry for any confusion that this may have caused and wish *** ********* the best on his weight loss journey.
Sincerely,
Consumer Response TeamCustomer response
09/30/2021
[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 becaue: typical bate and switch with no way out!!!
Regards,
*** *********Initial Complaint
09/10/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I called and requested the order be cancelled at the beginning of September. On September 10th I discovered a pending charge in the amount of $282.74 on my credit card. I immediately called to reiterate my request to cancel the order, and request a full refund in the amount of $282.74. The service rep, **** offered to send me a return label for the cancelled order so that I could return it minus a $125.00 cancellation fee. I explained that the $125 cancellation fee was unacceptable as I had cancelled the order. I requested to speak to a supervisor and *** said "a supervisor would not allow her to transfer the call because she could handle the call." The desired outcome is to cancel the shipment and issue a full refund in the amount of $282.74. I will return the product, unopened, if the shipment is delivered. Order Number - **********(A)My Phone Number on file w/Nutrisystem - ************** My Email Address on file w/Nutrisystem - ********************Business response
10/01/2021
October 1, 2021
Dear *** *****:
The complaint submitted by ******* ****** was received in our office on September 20, 2021
On August 9, 2021, *** ****** purchased the Nutrisystem® auto-delivery program online at www.nutrisystem.com. *** ****** purchased a four-week Basic plan and received free shipping (Continental US). Specifically, the auto-delivery terms and cancellation fee are conspicuously displayed at the “Submit My Order” button, as well as throughout our website. Customers click to submit their order. *** ****** agreed to the terms and conditions.
Unique to the industry, Nutrisystem provides a 14-day money back guarantee to cancel your order and receive a full refund, less return shipping. In those 14 days, you can try our food, and if for any reason, you don’t like it, call, and cancel, and return any unopened non-frozen food. It is common in the industry to offer a product at a lower price point if it is on auto-renewal basis. Our website provides a One-Time Delivery and an Auto-delivery option. The cancellation fee and auto-delivery terms are displayed throughout the website and most specifically when you “click to submit your order”. In addition, the terms are on the order confirmation page, packing slip, and transactional emails.
The account and interactions were reviewed. *** ****** called in on September 2, 2021, regarding two replacement items and that once she received her replacements, she would call back to cancel. *** ****** received an email reminder that her next auto-delivery was processing on September 6, 2021. *** ****** called on September 10, 2021 to cancel and get a full refund. The order had already shipped out on September 9, 2021. The food has not returned to our warehouse as of today, October 1, 2021, no refund is due. The $125 Early cancellation fee would be deducted from any refund if *** ****** returns her order by October 12, 2021. An RMA number was issued to *** ****** on September 10, 2021; RMA*******
We are sorry to hear that *** ****** was dissatisfied. We wish her all the best on her weight loss journey.
Sincerely,
Consumer Response Team
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Customer Complaints Summary
319 total complaints in the last 3 years.
91 complaints closed in the last 12 months.