Complaints

• 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

  10/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have attempted and contacted Nutrisystem about unsubscribing me from their emails. Starting in August 7 I made an inquiry about the costs, by the end of the week I had attempted 2 times to unsubscribe. By the next week I made 4 more attempt to unsubscribing and the same amount the following week with no success. I contacted their customer service and privacy departments wo stated that they would unsubscribe me from all emails. That was on September 5 and nothing has happened. I am requested that they contact all their their party vendors to have my name removed immediately. I went directly to the Nutrisystem website and have not engaged any of their third party vendors. email that I'm receiving Nutrisystem To: customerservice@nutrisystem.com Cc: privacy@nutrisystem.com 

  Business response

  11/09/2023

  We are in receipt of the customers complaint.  As requested, please be advised the customer has been placed on Nutrisystem’s® “Do Not Email” list as of their initial request date, 9/5/2023.  Additionally, we removed the customer’s e-mail address from our backend systems on 11/8/2023. We ask that customers to 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 an individual, at some point while browsing on the web, opts to receive emails on a third party’s website to get information on diet or wellness.  If the customer is continuing to receive emails,  the customer can email inquiries@nutrisystem.com 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

  10/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  So I thought that I wanted to try Nutrisystem however I discovered that the price was way out of my price range for weight loss. So I unsubscribed to their emails. This way back in April 2023. I am still getting emails from them. I even reach out to them via email. They assured me in 7-10 business days it would be done. That has come and gone. I emailed them again and they said that I have to wait another 7-10 business days. I assured them I have no interested in their product. I am never going to especially now with bein GB harassed with their emails. They send about 6-7 emails a day with promotions and selling their product that I have no interest in. How can I unsubscribe to be fully off their list?

  Business response

  11/09/2023

  We are in receipt of the customers complaint.  As requested, please be advised the customer has been placed on Nutrisystem’s® “Do Not Email,” list.  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 an individual, at some point while browsing on the web, opts 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 the above timeframe, the customer can email inquiries@nutrisystem.com 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

  10/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Nutrisystem tricks people and charges them hundreds of dollars on orders that are not authorized by the customer. They sent me 3 huge jars of protein powder the second month of using their services when I didn't even order them and charged me for it. I had initially signed up for their 3 month food program and pre-paid... the fourth month they charged my card $363 and they are sending me more food when I didn't even authorize this charge. I called costumer service and they said they have no solutions since the frozen food was already sent and the order is "at the point of no return". I am very unsatisfied with their lack of help in their customer service department and this whole program is poorly transparent when it comes to charges and orders.

  Business response

  10/13/2023

  The customer signed up for the Uniquely Yours Max+ Plan on 7/24/2023, taking the auto delivery option when signing up and chose to prepay for 3 shipments upfront. Additionally, the customer added 28-day supplies of our shakes and fat burners to their order. We disclose all aspects of the auto delivery plan on the checkout page immediately next to the checkout button. Prior to processing an auto delivery plan order, customers are sent a transactional e-mail reminding them that their next order will process soon.
  
  On 9/29/2023, the customer received an e-mail reminder that their October order would process soon. On 10/4/2023, the customer called to cancel their auto delivery plan and October order. As of 10/4/2023 the customers account has been cancelled indefinitely and no further orders will be shipped out. In addition, the customer's October order was cancelled, an outreach call was made to the customer, and a message was left on their voicemail.  We trust that the cancellation of the customer's order and auto delivery plan provide a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday August 18th called the number for the business to stoop my subtraction. I had until Aug. 20th at 6 pm to make changes. Lady ask questions tried to get me to continue. When I refused, she said it would be canceled. On Monday Aug 25th my checking account was charged $555.01. When I called the previous number that day he ask several questions and said he thinks that the lady canceled the wrong account but he went through the same questions and said now we have it canceled. The product was delivered on August but I refused delivery. They have yet to credit my account. I have filed a claim with my bank and they have been not help. I did call the bank before the product was delivered or posted to my account but the bank let the post go through anyway.

  Business response

  10/17/2023

  The customer signed up for the complete 55+ Plan on 4/28/2023, taking the auto delivery option when signing up. We disclose all aspects of the auto-delivery program on the checkout page immediately next to the checkout button. Prior to processing an auto delivery plan order, customers are sent a transactional e-mail reminding them that their next order will process soon.  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.
  
  The customer requested to delay her auto-delivery orders on two occasions - 5/16/2023 and 6/2/2023 - but did not request cancellation of her auto-delivery program at either time. On 8/17/2023, the customer received an e-mail reminder that an auto-delivery order would process soon. On 8/21/2023, the customer's August order began processing and was accepted for delivery on 8/25/2023. On 8/25/2023, the customer called in to customer service to cancel her auto-delivery program, but made no mention of the August order and did not request an RMA# to return the non-frozen portion of the order.  As of 8/25/2023 the customers account has been cancelled indefinitely and no further orders will be shipped out. Unfortunately, the customer is now outside of our 30-day return policy for the non-frozen food portion of the August 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.
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I talked to man & asked if it was 28 days of food like I received here in 2020 & he said yes. I explained I don't have internet & on social security & receive it on 15th & don't drive due to aneurysm. I ordered spinach & cheese stuffed chicken, ravioli, sausage egg cheese half chicken & half hamburger & chocolate brownir ice cream. Later I talked to someone to change 10 to spinach cheese stuffed chicken to chicken parmasean.The order received is incorrect & only for 20 days & I'm on social security & don't drive. I need nutrisystem to make good on the 28 days of food as agrees and the correct food on all future orders.

  Business response

  10/13/2023

  On 9/21/2023, the customer ordered the Uniquely Yours Program.  All details of the promotion and plan were disclosed at that time.  The promotion that the customer agreed to was a 28-day program with 5 days of food and 2 days of "flex meals" weekly. Flex meals are meals that the customer prepares on their own.  Details of these flex meals are outlined in our print material as well as on the Leaf blog and in our NuMi app.  The customer's order was delivered with the food selections that the customer selected at the time of placing their order. The customer's original food selections were listed on the packing slip, therefore no substitutions were made.
  
  On 9/27/2023, the customer called customer service regarding cancelling the program due to receiving the wrong food and not receiving 28 days of food. The agent went over the plan the customer signed up for and the customer stated she wanted a return label. Unfortunately, we do not offer return labels.    On 10/3/2023, the customer's account was cancelled indefinitely and no further orders will be shipped out.  Since the customer called within our Money Back Guarantee period, if the customer would like to return the non-frozen food to take advantage of our Money Back Guarantee and receive a full refund less the cost of shipping, the customer can call our customer care team to obtain an RMA #.  We hope the offer of a Money Back Guarantee refund and this explanation provide a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Harassing emails I never signed up for asked for or subscribed to

  Business response

  10/04/2023

  We are in receipt of the customers complaint.  As requested, please be advised the customer has been placed on Nutrisystem’s® “Do Not Email,” list.  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 an individual, at some point while browsing on the web, opts 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 the above timeframe, the customer can email inquiries@nutrisystem.com 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

  09/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order, was over charged from what I agreed to when ordered, and the package was not delivered. Called and complained but was only issued a small refund, not the entire amount.

  Business response

  10/04/2023

  The customer re-signed up with Nutrisystem on the Uniquely Yours Max Plan on 8/28/2023, taking the auto-delivery option when signing up.  Upon calling the agent gave the customer their price for the first shipment as well as the higher price for the next 2+ shipments as customer was accepting a one-time coupon on the first order.  The agent disclosed all aspects of the plan, including that the frozen food portion was non-refundable once processed. The customer called in multiple times.  During the first call, the customer stated he received food items that he did not order. The agent went over the order as the order was customized.  The customer became frustrated and asked for a refund and to cancel.  The agent submitted a partial refund 9/25/2023 for these items and cancelled the auto-delivery.  The customer’s account has been cancelled indefinitely and no further orders will be shipped out.  
  
  On the next call the agent gave the customer the delivery timeframe of 1 to 10 business days for the order to deliver.  On the next call the customer stated he did not receive his non-frozen portion of his order, and requested a refund.  The agent submitted for a refund on 9/26/2023 and the customer also stated the price does not sound correct, that he was overcharged.  The agent went over the pricing with the customer and even issued an additional courtesy refund --- and on 9/29/2023 an outreach call was made to the customer with a detailed explanation – as all refunds were correct.  We trust that the courtesy refunds along with this explanation provide a satisfactory resolution to this issue.  Please feel free to call or email customer service any time with additional questions.
  

  Customer response

  10/10/2023

  [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:
  Absolutely false, nefarious, and criminal!

  I was quoted one price and was never told about subsequent increases. Furthermore, I specifically stated I was rejoining only for TWO months. Ad soon as I saw the illegal increase I contacted this criminal racketeering enterprise and revoked authorization and demanded that they cancel my order. Instead, they charged my credit card and sent me a partial order 

  This business is integrity challenged and engaged in fraudulent business practices.

  Regards,
  
  ***********************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a difficult back surgery in March of this year and because of the pain and decreased movement I gained weight. I decided to try Nutrisystem and was faithful following the diet. I began to gain weight instead of losing weight but I continued using their products and diet plan until finally went to a nutritionist and was told that Nutrisystem was the main cause of my weight gain!!! I gained ***** lbs and I took measures to cancel any more shipments online. I cancelled my membership and removed my payment information. I did not get the response that I thought would follow like a confirmation of cancellation so I also delayed any future shipments for as long as they would allow. I ASSUMED it was handled but I was wrong. I received a notice that a shipment was on its way to me and I immediately called but was told that it couldn't be cancelled and that there's no refund for any frozen shipment and there was no guarantee of a refund for the dry foods. I also have an UNOPENED box of dry goods that was sent in July ( I was late on canceling those but I want to return that box too.) I was told that under no circumstances would they refund me and the supervisor I talked too was very rude and unprofessional. She said that I had received an email about the shipments so I was stuck with them. I admit that I am not great on checking emails promptly but for the last2 months I have had debilitating migraines which make reading painful to me. I am only asking that I can return the whole shipment that's on its way and the unopened box of dry goods from July. I believe that I am owed at the very least a refund for my unopened and unused products even though I firmly believe that their commercials and claims on there website are complete false!!! Its horrible to be deceived and to have them be so rude. I hope you can hold them accountable. Thank you!!

  Business response

  10/13/2023

  We are sorry to hear the customer was not happy with our program.  On 3/4/2023, the customer ordered the Complete 55+ Plan and also ordered the 6-month Nutrisystem Advantage plan.  We disclose all aspects of the auto delivery plan on the checkout page immediately next to the checkout button. Prior to processing an auto delivery plan order, customers are sent a transactional e-mail reminding them that their next order will process soon.  Nutrisystem also provides a 30-day return policy, which allows customers to return any unopened Nutrisystem non-frozen food item for a refund less the cost of return shipping.
  
  On 9/16/2023, the customer received an e-mail reminder that their September order would process soon. On 9/21/2023, the customer called in stating that they need to cancel their order due to not being successful on our program and also wanted to return unopened non-frozen products from their 7/24/2023 and 9/21/2023 orders for a refund. The agents explained that the processing September order could not be cancelled and that the July order was outside our 30-day return policy.  The September non-frozen portion of the order can be returned, but the agents were not able to finish assisting the customer as the call was disconnected.  The agents cancelled the customer's auto-delivery plan indefinitely and no further orders will be shipped out.
  
  The agents who handled this call did not do so in a professional manner and have since been retrained.   If the customer would still like to return the non-frozen portion of the September order, they can call customer service for an RMA #. Once the order is received in our warehouse,we can issue a partial refund for this portion of the order. The July order cannot be returned as stated above.  We trust that issuing an RMA # for the non-frozen portion of the September order and this explanation provide a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Nutrisystem as I wanted to discontinue my service. I had gotten a new shipment that was UNOPENED. On 7/19/23, I called customer service and ********* told me I could send it back and would be issued a refund. On 7/20/23, I sent the package back. The **** ******* was on the package as requested, and the cancellation number for my call was #***********. I still havent received a refund. The total amount Im due back is $277.72. Please help.

  Business response

  10/04/2023

  The customer signed up for the Basic Diabetic Plan on 2/27/2023, taking the autodelivery option. On 6/30/2023, the customer called customer service to cancel their autodelivery plan enrollment and to request a return of their last shipment. The customer's autodelivery plan was cancelled as requested and the customer was issued an RMA# on that same day. As of 6/30/2023 the customers account has been cancelled indefinitely and no further orders will be shipped out. The customer's returned shipment was received and scanned in at the warehouse on 7/2/2023.  Unfortunately, since the customer opened a chargeback dispute with their bank on 7/1/2023 for the charges to their card, we were unable to process the refund for the returned shipment while his bank reviewed the dispute. The customer called and emailed customer service multiple times regarding their refund and the agents explained that a refund could not be completed while a credit card dispute was still open.  On 9/23/2023, the customer called one last time and indicated that the credit card dispute was closed. The agent that handled that interaction did not follow proper procedure to review the dispute outcome and confirm that the card dispute was closed.  The agent has since been retrained.  A refund was issued on 9/25/2023 as the dispute was closed in Nutrisystems favor. We trust that the refund 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. ↩