Complaints

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

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• 

  Nutrisystem, Inc.

  1100 Virginia Dr Ste 175 Ft Washington, PA 19034-3278

  
• 

  Nutrisystem, Inc.

  871 Washington St Braintree, MA 02184

• 

  Nutrisystem, Inc.

  60 Worcester Rd Framingham, MA 01702

• 

  Nutrisystem, Inc.

  2143 N Tustin St Ste A-2 & A-3 Orange, CA 92865-3709

• 

  Nutrisystem, Inc.

  9696 Nall Ave Overland Park, KS 66207

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:01/10/2024

  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.

  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

  Date: 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

  Date:11/30/2023

  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.

  Problems with Product/Service, Elders'Abuse Order *********** ? Initial Complaint Complaint Type:Problems with Product/Service, Elders'Abuse Order number ********** My sister , ********, 85 year old cancer patient with multiple issues, diabetes , purchased a plan through Nutrisystem that phone operator, ***** pitch that it would help with her glucose and that with easy payments and - plus a total refund on first order upon return of food . The food was freeze dried and her doctor did not recommend the food plan . Once delivery she immediately tried to call nutisystem to return the box and get a refund. All the nutra system sites state a money back guarantee. He stated the same thing as site says. She returned nutrasystem thru post - they kept refusing and ultimately ***** was able to return it. Drspite the return, they charged my sister acct $ 369 and another charge of 179. even thou food was returnef and no additional food was delivered or accepted . She needed to close her acct to stop these unauthorized charges. She was told to return the box and it was refused three timrs till eventually they accepted it and yet no credit to credit card . it is our position nutrasystem targets elderly and using coercion and unorthodox practices in order to facilitate auto payment against elderly irrespective of them cancelling. Sent from my ****** 

  Business Response

  Date: 12/19/2023

  On 10/23/2023, the customer ordered the Diabetes Basic Plan and chose the option to pay upfront for three shipments with auto-delivery using EZPay payments. On 10/25/2023, the customer called within the Money Back Guarantee timeframe regarding the cancellation of the program. At this time,the customers auto-delivery plan was cancelled indefinitely and no other orders will be shipped out. The agent issued an RMA# but, unfortunately, did not give the proper return instructions, which prompted the customer to make subsequent calls regarding how to return the package. Additionally, during the cancelation of the auto-delivery, the agent did not follow proper procedure and did not cancel the EZPay payment schedule, which prompted the system to capture the second payment on 11/23/2023. On 11/17/2023, the customers package scanned into our warehouse as returned, however we had a system issue that held the refund preventing it from being processed.  On 12/4/2023, the customers sister called in to inquire about the refund and the agent did not see that the refund had not been properly processed. Upon our review of the initial sales call and the customer service calls, the agents did not follow procedures and have since been retrained regarding proper handling. We apologize for any inconvenience caused to the customer.
  
  The customer initiated credit card disputes on 11/23/2023 and 12/6/2023. Unfortunately, since the customer opened chargeback disputes with her bank for the charges to her card, we are unable to process any refund while her bank reviews the disputes. On 12/11/2023, the customers sister called again and an agent explained that the customer would need to close the disputes before any refund can be issued.  We are actively monitoring the credit card disputes filed. If the refund is not given by the customers financial institution via the credit card dispute process, we will issue a refund as soon as we are able to. 
  
  We trust that monitoring the credit card disputes in order to issue a refund provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.
  
  

• Initial Complaint

  Date:11/28/2023

  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 quit the program like noted you could, BUT they keep sending me emails about their program. I have Unsubscribed now more than a dozen times. Yet, they keep sending me more spam emails. I get one each week and sometimes I get two a week. PLEASE QUIT SENDING ME SPAM EMAILS about your products hence why I quit your program. I see this is a continued problem with your company in the BBB Complaints. Why have an Unsubscribe link if you cannot "UNSUBSCRIBE"??You'll notice their Unsubscribe practices in the photos I'm submitting. You'll notice in one of the photos I attached it notes my email address and it says you'll see what you are signed up to receive from this company. Can you see there is no check marks next to the newsletter?? That means I should NOT be getting emails every week for a newsletter I do not wish to get. Yet, they still send it. Please honor your website and Unsubscribe button and QUIT spamming my email with your Newsletter as I do not wish to keep getting it. There is no place to actually unsubscribe like their website claims you can. This should be 100% illegal when a customer asks to Unsubscribe from something and they continue to spam your email week after week.

  Business Response

  Date: 12/05/2023

  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 [email protected] and send in a copy of the email and include the specific email address from where it was sent and include the timestamp.  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

  Date:11/25/2023

  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.

  We purchased the BOGO partner plan and were promised an equal discount on all subsequent shipments. Nutrisystem doubled our price to $364.49. When I contacted them with screenshots showing the $220 on all future shipments, they refused to help and said they had never heard of anything like that.

  Business Response

  Date: 12/05/2023

  On 11/25/2023, the customer signed up for the Uniquely Yours Max+ Partner Plan with a "buy one get one" (BOGO) offer off the first shipment and chose the auto-delivery option when signing up. On that same day, the customer received an order confirmation email that stated the next shipment price and next processing date. The next shipment pricing reflected the correct amount according to the BOGO offer. However, the delivery options details page erroneously indicated that the BOGO offer would apply to the customer’s next shipment price rather than just the first shipment price.
  
  The customer chatted with a customer service agent regarding the next shipment price. The agent reviewed the customer’s profile and explained the promotion and pricing.  The agent addressed the customer’s concerns on the pricing of their next shipment by honoring the pricing displayed on the delivery options details page for the customer's second shipment, which will process on 12/11/2023. The error on the delivery options details page has since been corrected. We apologize for any inconvenience to the customer. If the customer wishes to remain on auto-delivery with us, she does not need to do anything.  The second shipment will be honored at the BOGO price.  The third shipment and all future shipments will be at the regular price as explained by the agent. The customer can reach out to customer service at any time if she wishes to cancel her auto-delivery plan after receiving her second shipment.
  
  We trust that honoring the price on the second shipment provides a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions.
  

• Initial Complaint

  Date:11/19/2023

  Type:Sales and Advertising 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 have repeatedly unsubscribed and contacted Nutrisystem to unsubscribe.They say they will but they never do. Isnt there a law that companies must remove you from their list if you request?

  Business Response

  Date: 12/01/2023

  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 [email protected] 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.
  

  Customer Answer

  Date: 12/06/2023

  [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:11/18/2023

  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.

  The representative was rude, She cut me off while I was trying to tell her to put my orders because over the past year I been out of town and not able to receive my order so she just put me on hold for 10 minutes without telling me, she just put me on hold and canceled my account without notice..

  Business Response

  Date: 11/30/2023

  On 2/26/2020, the customer ordered the Uniquely Yours Mens Plan with auto-delivery and continued to receive orders until 11/10/2021, at which time the customer began delaying his orders.  As explained in our terms and conditions, Nutrisystem has a 6-month auto-delivery delay policy,which allows customers to delay auto-delivery orders up to 6-months if needed but customers are required to take an order every 6 months to remain on auto-delivery.  As part of Nutrisystems commitment to its customer service, the company reviews and logs consumer communications with its customer service call centers and email support accounts, as well as all ordering activity.  Upon review of the customers account, we have found no irregularities.
  
  The customers last order was on 1/5/2023, after which the customer once again began delaying his orders. The customer received an e-mail reminder on 10/25/2023 regarding their upcoming November order.  On 10/26/2023, the customer called in to delay their auto-delivery order another 6 weeks due to going out of town.  The agent reviewed the customer's profile and explained that we could not honor another delay due to the customer not taking an order in over 9 months.  The agent gave the customer other ordering options, however the customer requested to have his auto-delivery cancelled and requested to speak to a supervisor.  The call was placed on hold as the agent was confirming the phone number for a call back from a supervisor. The agent confirmed with the customer that she was putting him on hold both times and came back to the customer within 2 minutes.  The customer disconnected the call and there was no opportunity to discuss a follow-up outreach call. The customer's auto-delivery was cancelled indefinitely on 10/26/2023 and no other orders will be shipped out.
  
  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 Answer

  Date: 12/04/2023

  [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:
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 12/04/2023

  The agent is not telling the truth. I had her on speaker and two others heard her just put me on hold for more than two minutes without telling me.because I ask her to talk to a manager. I kept saying hello several times with no answer back. I tried to tell her that I had health issue and being out of town for a period of time I cannot have food delivered to my home and do not want to cancel my subscription .So she did anyway. Sound like she was in a bad mood.

  I would never file a complaint if this did not happen period!

• Initial Complaint

  Date:11/16/2023

  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.

  For the last six months I have tried to get them to unsubscribe my emails and phone with NO success. I have done the unsubscribe several times and talked to a supervisor with no action from them. The last call to them I was told it was a third party and they had no control over them.I know there is a federal statue covering the unscribe requirements.

  Business Response

  Date: 12/01/2023

  We are in receipt of the customers complaint.  As requested on 10/17/2023, 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.  We have escalated this to have reviewed and the customer has been successful placed on the Do Not Email list.  If the customer should continue to receive emails, the customer can email [email protected] 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.

  Customer Answer

  Date: 12/09/2023

  [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: I want NO contact such as text, email, US mail, phone calls.

  I am still getting 3 to 5 per day.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 12/21/2023

  Nutrisystem has not, repeat NOT stopped the e-mails, text or US mail as I requested. This should be an easy process.  Federal regulations requires compliance to unsubscribe  request.

   

• Initial Complaint

  Date:11/16/2023

  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.

  I have been trying to call them for hours. I get a live person and they say I need customer service and transfer me. I sit waiting listening to their music for 20 minutes then the call goes silent for 3 minutes then it disconnects. I received no notification that they were changing my date or my order and moving up my order. Which does not work for me.

  Business Response

  Date: 11/30/2023

  On 11/16/2023, the customer called customer service regarding a processing order that was rescheduled to deliver on an earlier date due to the Thanksgiving holiday. The originating agent should have handled this call but chose to transfer the call to another department and the transferred call did not properly connect to an agent.  The customer called back and spoke with another agent who cancelled the customers auto-delivery at the customers request. As of 11/16/2023, the customers account has been cancelled indefinitely and no further orders will be shipped out.  The second agent erroneously stated that they would have to transfer the customer for assistance with the rescheduled order and, unfortunately, the transferred call did not connect to an agent. Upon our review of these calls, the agents did not handle the calls properly. Those agents have since been retrained regarding proper handling. In addition, though a message regarding the early shipping timeframe was posted in the customer's account dashboard under My Account," due to a system glitch the transactional email reminding the customer of the upcoming order did not go out. We apologize for any inconvenience that this may have caused.
  
  If the customer would like to return the non-frozen food and receive a partial refund less the cost of shipping, the customer can call our customer care team to obtain an RMA #.  We trust that the information on how to return the non-frozen food is a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions. 
  

• Initial Complaint

  Date:11/15/2023

  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.

  I order 2 month Nutrisystem package on September. I just found on November they are preparing to send me a new delivery I called and told them I do not need this delivery they refused to cancel they told me I am on auto delivery. Which I was not because I ordered 2 months only .They told me cannot cancel and they will give me $50.00 .As you see in my attachment the package did not leave there premises. And the frozen food did not start yet to be package but they refused to stop and cancel the order I called them and complain no help at all.

  Business Response

  Date: 11/27/2023

  On 9/14/2023, the customer ordered the Uniquely Yours Max+Plan and chose the option to pay upfront for two shipments with auto-delivery.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. Prior to processing an auto-delivery plan order, customers are sent a transactional e-mail reminding them that their next order will process soon.  That email was sent to the customer's email address on file on 10/27/2023.
  
  On 9/15/2023, the customer called in regarding the auto-delivery payment and asked to cancel.  The agent explained the pricing and the customer decided not to cancel the auto-delivery plan. On 11/1/2023, the customer called in again to cancel the auto-delivery plan. At this time, the auto-delivery plan was cancelled indefinitely and no other orders will be shipped out.  The agent did not explain that the customers current order was already processing and could not be cancelled, which prompted the customer to call again, at which time the agent advised the customer that the processing order could not be cancelled.  The customer subsequently called in a few more times regarding not being aware that she was on auto-delivery.  Upon our review of the initial sales call, the agent did not carefully go over the auto-delivery process. The sales agent has since been retrained regarding proper handling. On 11/16/2023 we issued a partial refund for the frozen portion of the customers order. If the customer would like to return the non-frozen food and receive a partial refund less the cost of shipping, the customer can call our customer care team to obtain an RMA #.
  
  We apologize for any inconvenience that this may have caused. We trust that the partial refund for the frozen food portion of the order and the information on how to return the non-frozen food is a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions. 
  

• Initial Complaint

  Date:11/14/2023

  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.

  NUTRISYSTEMS Date of first order/transaction. 310.74 on 10/19 Second order/transaction. 310.33 on 11/14 There was no email to update program or even change food choices. I should have 5 more days to cancel without loosing ALL the money. This in unfair and has caused a lot of anxiety and emotional turmoil for our daughter and for ourselves financially. I can't afford to pay this and my daughter doesn't want the food as it is not compatible with her digestion. The food hasn't even shipped, and I have 5 more days to cancel. They took the money from my bank account 5 days before the one month status. I had one month to cancel and still have 5 of those days left to cancel. They took money in advance for a service I was cancelling. I am being forced to pay even though I have the right to under the program description.

  Business Response

  Date: 12/05/2023

  The customer signed up for the Uniquely Yours Max+ Plan on 10/19/2023, 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 transactional reminder email was sent out to the customers address on file on 11/9/2023.  On 11/14/2023, the customer called customer service regarding their order, which had begun processing at that time. The agent explained that the processing order cannot be canceled and went over the early termination fee and auto-delivery transactional email reminder notification guidelines. The agent transferred the customer to receive return instructions for the non-frozen food portion of their order.  The customer subsequently called in two more times and, at the customer's request, their auto-delivery was cancelled indefinitely on 11/14/2023 and no further orders will be shipped out. The customer requested a supervisor, and the supervisor went over the customers account and explained the timing of transactional emails, the restriction on order cancellation once an order begins processing, and the cancellation fee and how that works. The supervisor also gave the customer return instructions for the non-frozen food. Finally, the supervisor confirmed that the customers auto-delivery was canceled and gave ordering options without auto-delivery, including a la carte options, for the future.  As of today, there is no record indicating that the customer has returned the non-frozen food to our warehouse.  Unfortunately, the customer is now outside our 30-day return policy.  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.