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:10/26/2023

  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 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: [email protected] Cc: [email protected] 

  Business Response

  Date: 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 [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.

• Initial Complaint

  Date:10/26/2023

  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.

  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

  Date: 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 [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.
  

• Initial Complaint

  Date:10/09/2023

  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.

  Nutrisystem offered a special to sign up for one month of diet plan including food and a start up guide. I accepted this special knowing that Nutrisystem has come a long way and now offers relief and frozen foods to consume on their plan. It was suggested that I take the chef's choice for my initial order. I trusted this option and paid 247.46 to receive one month's worth of food with instructions for the diet pan. On October 6,2023 approximately 3:00pm, my shipment arrived. Upon opening this box I discovered that I did not receive the quantity or quality of food I was expecting. My friend is doing this pan and explained that Nutrisystem now offers frozen meals rather than pantry stable meats which must have a ton preservatives since they do not require refrigeration. received mostly bean meals and I do not like beens at all. I did not receive any frozen entrees and only received 20 days worth of food. I called to speak to customer service and explained my disappointment and asked to cancel and return the products. The representative rudely stated that this shipment must be received by October9, 2023 in order for me to receive a refund. I explained that it was now Friday evening and the weekend was coming as well as Monday 10/09/2023 being a federal holiday. She insisted that these were the conditions. I am requesting a refund for this program as it is not what I was promised or expecting.

  Business Response

  Date: 10/24/2023

  On 10/4/2023, the customer ordered the Basic Plan and chose the Chefs Choice option. The Basic Plan includes only ready-to-go meals and snacks and does not contain frozen food.  The details of the program are outlined on the package selection page customers review prior to placing an order.
  
  On 10/6/2023, the customer called customer service to cancel their auto-delivery program. The agent explained that the customer could return the food and sign back up for a different plan that contains frozen food options. The agent also offered a discount towards the customers next order,but the customer declined both offers. An RMA # was issued to the customer during the call. Typically, a return package would need to be postmarked withing 72 hours but considering it was a holiday, a few days extra should have been extended. The agent could have done a better job explaining the difference in the programs and assisting the customer. The agent has since been retrained.As of 10/6/2023, the customers account has been cancelled indefinitely and no further orders will be shipped out. As of today, 10/24/2023, we have not received the return of the non-frozen food at our warehouse.  If the customer is still interested in returning the package for a full refund, the package needs to be received by 11/6/2023. If the customer would like to sign back up and needs assistance selecting the right plan for herself, we are here to help. 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 or if the customer would like assistance with signing back up.
  

  Customer Answer

  Date: 10/26/2023

  I will return the shipment 

  Customer Answer

  Date: 11/14/2023

  I want to inform you that I sent back the original shipment to Nutrasystems and have not received the $247.46 refund as promised. This complaint is not resolved

  Business Response

  Date: 11/30/2023

  After our review, the return was received in our warehouse on 11/17/2023 and the customer’s account was refunded, less shipping on 11/17/2023. We trust that issuing this refund is a satisfactory resolution to the issue. Please feel free to call or email customer service any time with additional questions. 
  

• Initial Complaint

  Date:10/04/2023

  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.

  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

  Date: 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

  Date:10/03/2023

  Type:Service or Repair 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.

  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

  Date: 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

  Date:10/02/2023

  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.

  My wife and I purchased a 6 week weight loss program from Nutrisystem and paid the full $915.19 up front. They ship food every two weeks. At the end of the first 2-week period we were not pleased with the food and the entire program and we had not lost anywhere near the amount of weight as advertised on TV, but we decided to accept the 2nd 2-week food shipment. Two days after getting the second shipment we called to cancel everything, which they did. However they refused to refund any money for the remaining 2-week food delivery that we were not going to get as a result of canceling the program. Since we only got 2/3 (4 weeks) of the original order of food, I requested a refund of $300.00 for the final 2-week order that we would not be getting. Initially customer service refused to provide any refund so I asked to speak with a manager. The next day a manager called and reluctantly agreed to refund only $50.00. We have been swindled out of $250.00 that they should still owe us. They get to keep the 2-weeks of food and the our money that we paid for that food! We assumed we were dealing with reputable company, but we were very wrong. As senior citizens on a fixed income this is a lot of money to lose.

  Business Response

  Date: 10/16/2023

  On 9/11/2023, the customer ordered the Complete 55 Partner Plan and chose the option to pay upfront for three shipments with auto-delivery. As explained in our terms and conditions, refunds for the Pay Upfront Option are only available within the 7-day Money Back Guarantee timeframe.
  
  The customer's first shipment was delivered on 9/13/2023 and 9/15/2023. On 10/1/2023, well outside of the Money Back Guarantee window, the customer called customer service to cancel the auto-delivery as he did not like our food or shakes. The customer also asked about a refund for the prepaid shipment that had not yet shipped out. The agent cancelled the customer's auto-delivery indefinitely and no further orders will be shipped out. The agent explained that refunds are only available for Pay UpFront orders within the Money Back Guarantee period. At the customer's request, a supervisor made an outreach call the next business day. As we do not issue refunds for Pay Upfront orders beyond the 7-day Money Back Guarantee period, the supervisor offered to reinstate the customer's auto-delivery or issue a nominal refund. The nominal refund was processed on 10/2/2023.
  
  If the customer would like his auto-delivery reinstated so that he may select the option to customize his food options, he may contact customer service. This may help the customer to enjoy a different variety of the foods that we offer.  We also offer scheduled coaching that the customer can take advantage of for more assistance with getting back on track.  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: 10/19/2023

  
   Complaint: ********
  
  I am rejecting this response because:

  While the response is factually accurate, the way they do business is not fair to the customer. The pre-paid 6-week offer was chosen to try to save money expecting that their program and food would be good. Giving new customer's only 7 days to decide if the program and food is what was expected is not a reasonable amount of time to evaluate their food. We chose to accept the second shipment hopeful that the food might be a little different and better. When they sent the same food that was in the first shipment we chose to cancel the entire program. We didn't want to accept a third shipment for food that we would not eat and have to throw away. They got to keep the 3rd shipment and did not compensate us fairly for the food we never got. As senior citizens we wanted to try a program that we thought was reasonably priced (based upon the discounted pre-paid 6-week plan) to try to lose weight to improve our health. While we did lose some weight during the 4-week period it was not as much as claimed in their TV ads and because the food was so bad, and we had to cancel the last shipment. As a result the cost far exceeded what we actually got. This is no way for a business to treat any customer, especially senior citizens that are on a fixed income.
  
  Regards,
  
  *********************************

  Business Response

  Date: 12/01/2023

  We have provided all information regarding this matter in our initial response.    As all calls are recorded for quality assurance and training purposes, customer service complaints and concerns are reviewed on an individual basis and handled accordingly.   Customer has been provided with all permitted refunds as outlined in our terms and conditions, there are no outstanding issues on this customers account, and the account has been closed indefinitely.  As a result, we consider this matter resolved and wish the customer all the best.

• Initial Complaint

  Date:10/02/2023

  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.

  I signed up for NutriSystem in Sept 2022 and prepaid for two months ($646.01 total). Took delivery of the first month's order and shortly thereafter was diagnosed with some serious medical issues that made it impossible for me to continue wiith NS at that time. I was hopeful I'd be able to continue at some point so delayed shipment of the "second month" order several times, but was ultimately unable to continue and cancelled my account altogether on 9/16/23. I asked at that time about getting a refund for the "second month" since it was never shipped and I am unable to eat it even if I did take shipment, was told refund are handled on a case-by-case basis and someone would be in touch with me. I've waited a full two weeks and no one from NS has contacted me about a refund, so I spoke with a NS chat representative this morning to make sure I did indeed cancel on 9/16 (confirmed) and ask again about a refund. I was again told I'd need to speak with someone in customer service and given the same phone number that I called last time. I'm really disappointed in NS for not having someone call me back the first time they said they would, and for apparently not really caring about "individual case-by-case circumstances." The money I paid for that second month would be particularly helpful right now due to the aforementioned medical issues and the needed prescriptions, but I can't get anyone at NS to give me a straight answer or offer a reasonable solution so decided to contact BBB. I would like $323.00 refunded to my original form of payment, please. Thanks in advance for your help!

  Business Response

  Date: 10/16/2023

  On 9/14/2022, the customer ordered the Uniquely Your Vegetarian plan and chose to pay upfront for two shipments with auto-delivery.As explained in our terms and conditions, refunds for the Pay Upfront Option are only available within the 7-day Money Back Guarantee timeframe. Customers may temporarily delay their auto-delivery program orders but customers are expected to take one order every six months in order to keep their promotion. Failure to do so may result in the cancellation of the customer's auto-delivery program.
  
  On 2/17/2023, the customer called customer service to cancel their auto-delivery program. The agent explained that Pay Upfront orders are non-refundable after the 7-day Money Back Guarantee period.  At the customer's request, the agent delayed the customer's auto-delivery program until 4/17/2023. The customer subsequently chatted in to customer service a few more times to continue to delay her auto-delivery order. The customer failed to place an auto-delivery order within six months of her prior order and the system auto cancelled the auto-delivery program on 9/16/2023.  The customer can contact customer service to have her auto-delivery reinstated,allowing her to receive the final Pay Upfront shipment that she has already paid for. 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: 10/18/2023

  [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 NutriSystem is not being truthful about the refund policy as it was explained to me, i.e., I was NEVER told that "customers are expected to take one order every six months to keep their promotion and failure to do so may result in the cancellation of the customer's auto-delivery program." They are also lying that the "system auto cancled the auto-delivery program on 9/16/2023" -- rather, I CANCELLED IT and was told at that time that a refund for the unshipped month was a possibility and someone would contact me to discuss (which never happened).

  Further, I didn't cancel because I wanted to, but because I experienced the sudden onset of medical issues that made it impossible for me to stay on the NS program. I explained this during every chat and phone call I've had with NS over the past year and, again, I was told that under this circumstance a refund of the UNUSED AND UNSHIPPED second month was a possibility.

  It would go a long way for not only me, but also for others, who are sometimes skeptical of signing up for NutriSystem and similar programs, if NS would treat their customers like actual human beings and consider them on an individual basis when warranted, instead of basically saying "Too bad, so sad, we don't care if you're sick ... we got your money and now there's nothing you can do about it, even when we receive a legitimate and genuine request that we could easily approve for you." I mean, even a partial refund would be helpful and show some kind of compassion or effort to make things right. 

  The food is average at best, but the customer service and care are absolutely horrible.

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

  Business Response

  Date: 11/16/2023

  We have provided all information regarding this matter in our initial response.    As all calls are recorded for quality assurance and training purposes, customer service complaints and concerns are reviewed on an individual basis and handled accordingly.   The customer ordered with Nutrisystem on September 14, 2022, selecting the Uniquely Yours Vegetarian Program.  At the customer's request, the agent delayed the customer's auto-delivery program until 4/17/2023. The customer subsequently chatted in to customer service a few more times to continue to delay her auto-delivery order. The customer's auto-delivery was automatically cancelled on 9/16/2023 as the prolonged delay was well beyond our maximum permitted timeframe for a delayed 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.  We consider this matter closed and wish the customer all the best.
  

• Initial Complaint

  Date:09/29/2023

  Type:Delivery 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 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

  Date: 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

  Date:09/27/2023

  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.

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

  Business Response

  Date: 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 [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.
  

• Initial Complaint

  Date:09/25/2023

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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,
  
  ***********************