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4.6 97 Reviews

NutriSystem Complaints Summary

86 Resolved
11 Unresolved
Our verdict: Expect excellent service from NutriSystem. While their resolution rate is high, always verify their service terms. Read customer testimonials, both positive and negative, to gauge their service's reliability and responsiveness. Have all relevant information ready when dealing with their customer service for efficient problem-solving.
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4:59 am EST
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NutriSystem it didn't help me

Does this system help everyone or are those people special?
I follow all the instructions, I eat only what I have to, I work out every day and drink a lot, but it brings no result and I can't lose my weight. Two weeks ago I was 95 kg, today I'm 93 kg. What do I do wrong?
Does it mean I can get my money back because your system was not efficient in my case? I don't want to use this anymore.

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7:04 pm EDT
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NutriSystem weight loss

I signed up for their basic food program, off to the side in small font they have an auto renewal which apparently is added on without your knowledge. If you dont call them after your first order they will continue to send you food and there is no hope of getting your money back. They are very slick in how they pass this on to the consumer and going back on their website I see no way to not sign up for the renewal in the first place. After you sign up you will not get an order confirmation by email and the packing slip in the first order will list the food only and be blank in regards to terms and conditions of the sale. This comes in handy later on if your trying to dispute the charges and they know that thus thats why they dont send it. Both orders came in infested with ants to which Nutrisystem had no intention of addressing. I called several times asking for a manger to which each time they refused my request. They claim that their management gives orders thru email only to their staff. Insane. In any case its a pure scam and a 5 min google search will tell you this happens often and daily.

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11:06 pm EDT
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NutriSystem basic plan: men, favorites pack

I signed up for Nutrisystem. Somewhere in the fine print they put in an auto-renewal in.
I tried to cancel it but they said I had a choice either keep 2nd order or face a $125 dollar cancellation fee. There is no way it costs them 125 dollars to cancel my order. Even if they shipped it and I shipped it back it still would not cost 125 dollars. It's just one of Nutrisystem's "I got you's".
So I accepted the second order and attempted to stop the 3rd order. But they would not let me. They said I could not cancel the order until the 2nd order shipped.
I am currently waiting to be able to cancel but I believe they are going to charge me again. I don't know how to get my credit card info away from these people.
They won't allow me to cancel. How could you trust a product to help you lose weight when you can't trust them with your credit card information?

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11:08 am EDT
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NutriSystem re-occuring ordering

I have been an on again off again customer for years. Their food has been getting worse and worse over the years. This year I called to cancel as I always do after being put on an hour hold I was finally connected to a very hostile service representative who did not let me just cancel. Instead, he kept telling me to just let postpone my order. Total pressure and very uncomfortable conversation that seemed to stretch on for an hour. He would not let me hang up without agreeing to a postponement of product. This company is desperate. I am a senior and a disabled vet, I felt very pressured. After much time I just caved and hung up. Three months later a shipment showed up at my door I couldn't believe I couldn't just call to cancel. I wasn't good enough for money hungry, over pressuring Nutrisystem. They won't take their stuff back and now I can't pay for my medications for the month. Now they want me to pay $19.95 to return the dry portions. WHAT A SHAM! Don't buy from this company they will hold you to the fire if you try to discontinue. On top of everything I had two insufficient bank charges because they took money out of my account that was allocated for other purchases. I am out $19.95, plus $70.00. Not a lot to most but allot to someone on a fixed income. SHAM! Now I have to make the return, waste of my time on top of all the calls I had to make to them and my bank, now travel time to Fed EX!

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4:17 pm EDT
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NutriSystem frozen foods.

I just got my frozen food delivery and so much food is defrosted and I don't think it is safe to eat. The ice cream has completely melted inside the wrapping and the meals are partially defrosted. There was no dry ice left inside the bag, inside the container. This is not the first time it has happened. Previously the ice cream was also melted and some defrosting. Never before was there NO dry ice left when it was delivered. Today is 8/7/2017 at 3:06 pm. I am not sure what to request. I have my unfrozen food delivery and some food from the previous delivery. If you have had similar issues with frozen food partially defrosted, do you recommend eating it or returning the order? Thank you for your attention to this issue.

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6:32 pm EDT
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NutriSystem sending thanks for rectifying a problem

Thank you for your concern, prompt, and courteous response & action provided in the replacement and new shipment of my damaged frozen goods order of July 1, 2017. The fresh delivery was packed very well and had dry ice included in the carton.
All items were frozen completely and no problems existed with this delivery. As angry as I was when this happened, I am now extremely happy from the service I received, and your expeditious handling of this situation to fix the problem.
I will not hesitate to inform you of any adverse experiences. But in all fairness, I will also let you know of my approval/acceptance when an issue is resolved to my satisfaction, as is the case at this time.

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Update by pvl
Aug 01, 2017 6:48 pm EDT

My non-frozen food order was received August 1, 2017. However, only 1 of the 8 dinner items (thick crust pizza) was in the box. I am not sure what has been happening with recent packing processes. But it is difficult to understand how and why all these inadequacies have been occurring so frequently lately. First no dry ice, now this.

Please provide remaining items omitted from my package. Order number is C117663502.

Thank you.

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8:42 am EDT
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NutriSystem food & service

My wife and I both were on Nutrisystem starting in January, 2017. A couple of times, we each received outdated product. The last straw was when my wife received a lunch container (dry) of mac & cheese that had a small WORM in it. She called for a refund for the shipment, but was only refunded for a few containers of mac & cheese. The website and ads promise a money-back guarantee if not satisfied. They don't tell you it's a PARTIAL guarantee. Because of the way my wife was treated and the fact that they did not keep their advertised promise, I have also canceled my plan. Now they have just lost over $650/month in business because of their poor quality control and lousy customer service.in fact, there is no option to cancel in their phone tree, so you have to select the "Weight Loss Counselor" option to speak to someone about canceling. There is also no online option to cancel, and no online option to remove your credit card information. You can only add new cards! Be aware the refund policy only applies to the first two weeks for your first order only!

Money Back Guarantee

If you're not satisfied with your first order, call [protected] within the first 14 days and send the remaining food back for a full refund, less shipping. Good on new 4-week plans, first order only. Limit one per customer.

Return Policy

If, within thirty days of receipt of your package, there is any reason you wish to return any unopened Nutrisystem® non-frozen food item, Nutrisystem will give you a refund (less return shipping), no questions asked, that’s how confident Nutrisystem is that you’ll love the food. Frozen food items are not returnable. Frozen foods are not refundable except under the Money Back Guarantee policy.

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4:58 pm EDT
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NutriSystem frozen food delivery/no dry ice in the container

Reference Order #: [protected]

The minute I commend Nutrisystem and share with friends and family how impressed I am for the company having things on the ball, there is a royal screw-up.

I received the frozen portion of my order on Saturday, July 1, 2017. One of the first things I noticed is all ice cream items were in a liquid state... and warm! Appalled, and almost simultaneously, I realized there was no dry ice block in the carton. Only the piece of cardboard and the empty plastic bag was in the lid…where ice should have been. Needless to say, I was highly displeased and irritated with this discovery, and did not know what else to expect to find in that box. Every single item in that shipment was affected, either completely or partially thawed/melted. The sundae cup was on its side, top ajar, and chocolate had run out, down, and all over certain items. I am very disappointed with this occurrence and lack of efficiency and attentiveness in packing. I certainly realize accidents and mistakes do/may/will happen from time to time. However, this is a key element missing from the most important, critical process for distribution and delivery. Extreme care should be taken at every measure to ensure food is handled, stored, shipped properly. Thank God this delivery was made over the weekend, and I was around to tend to this mess quickly. At this point, the food poisoning stage comes into play. I must say after this experience, I honestly was ready and seriously considered removing myself from this program entirely.

I am requesting Nutrisystem provide reimbursement and/or a discount for this egregious oversight. I do hope no adversity will be encountered over this claim, and I will not have to seek further counsel for resolve.

Thank you for your assistance.

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10:41 am EDT
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NutriSystem customer service and food selection quality

Having enrolled an auto ship package, I called back to the original rep (Kim) to request Ala Carte. I was rudely put on an indefinite hold. Today I called to cancel auto ship, and was immediately helped by Delores.
NutriSystem food ranges from tasty to awful. One third is tasty, one third is like army MREs, and one third is like cardboard. Microwave preparation convenience is good.

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7:56 am EDT
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NutriSystem nutrisystem customer service

I have been an off and on customer with Nutrisystem for over one year. The customer service over the past couple months has been absolutely horrible and for this reason, they will no longer receive my business. They have an area to list a coupon code when you check out on their site. I put it my coupon code and I received a "check mark" and a note that my coupon has been accepted and my account updated. However, no update was shown. When I called customer service, they were harsh, rude and unkind. (The person I spoke to claimed her name was "Mecca"). She said that they don't accept codes. When I asked why the system acknowledged my code, she responded by saying, "it acknowledged receiving the code, but the code won't be applied!". I told her that was bad business and misleading. I told her I didn't appreciate her harsh attitude and she responded by saying "I am harsh because you need to understand how we work and do business." They just lost a customer and lost future referrals. Beware of Nutrisystem's false claims!

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8:35 pm EDT
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NutriSystem unable to get "guaranteed refund"

I ordered "Lean 13" with a money back guarantee the end of January. The shelf food arrived early February and it caused severe stomach distress, heartburn and upper gastrointestinal pain so I called on February 10 to cancel. The counselor comvimced me to wait until the frozen food arrived, which it did the next day. I tried it for 4 or 5 days but just could not eat it, so called to return products. They told me they would mail a shipping label, which took several days to arrive.

I put the product, Malone with a written explanation for the return in the box and shipped it back using the fed ex label they sent me. I was instructed to refu. Only the dry food, not frozen. I called Feb. 24 th and a customer service agent told me they had received the product and to allow 14 business days for a refund. I called March 9th and a customer service agent told me he didn't see why it hadn't been refunded and said he would send an "email" to refunds and ask that they expedite it. He told me to look for a refund on my credit card about the middle of the following week (March 15). On March 28th I contacted Nutrisystem again via chat. The agent said he couldn't see refund status and said he'd notate my account and he told me to call back today.
I called today, March 20th and spoke to Levi in customer service who now tells me Nutrisystem has no record of receiving my order. He told me it was my responsibility to contact Fed ex and check the tracking because it had "been too long" and he could no longer track the package. I was furious. I have absolutely no tracking information because they originated the return label. He gave me an RMA #, and when I called Fed ex, they could not locate any such number and were unable to provide me with any information.

What kind of a scam is this company running?
Linda Calhoon

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7:23 pm EST
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NutriSystem nutrisystem

you should be advised that your response about my complaint is unacceptable... I have already sent a complaint to the PA Arrorney general. My next round of complains is to my two senators, one congressman and the federal trade commission will include my photograph with my disability. That is because I actually gained weight using your product and you took advantage of my as a disabled senior citizen with your deceptive guarantee and weight loss claims
by the way I forgot to mention the AARP and the VFW of which I am a member. Enjoy my contribution to your fraud as I guarantee I will keep you so busy responding to each and every agency and I will generate so much negative publicity for your firm that you will which you settled earlier.
PS did I mention small claims court. Not likely to get a recovery there but a judgment against your firm will be sufficient.
as you can tell I am quite angry with for so called program but I have unlimited time to pursue this matter

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NutriSystem cancellation

I tried to cancel via phone but was left on hold for 45 & 50 minutes. Went to the website to cancel and no option. They pick up the phone in 30 seconds to sign up but not to cancel. Ended up doing a chat online and informed the agent to cancel. Round and round and I finally said that I consider Nutrisystem as being notified. Next month here comes another order. After another 50 minutes finally get someone and advised that the charge would be disputed and they finally sent a cancellation verification. I had recommended Nutrisystem to three friends and now I will let them know what a pain to cancel. It really makes no sense in todays world to make it so hard to cancel and piss off customers.

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8:29 am EST
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NutriSystem refund from nutrisystem

I ordered one of the NutriSystem food plans. I tried the food and was less than satisfied. So according to the NutriSystem policy, I can return the food and receive a refund less the shipping to send it back. I returned the food. I am still awaiting my refund. It has been 2 months. This company promises a refund if not satisfied. I have already called about this once and was promised it would be taken care of. It has not been handled. I was told to call again. Very unsatisfied consumer!

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11:06 pm EDT
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NutriSystem deceptive wording "auto-delivery"

I checked "auto-delivery" on their website on my initial order which costs me over $350.00. No where that I can find does "auto-delivery" mean "auto-purchase". I did want the food auto delivered to my home. Thought that was what the phrase meant. I was definitely wrong. When my 2nd months order appeared and I knew I hadn't authorized them to charge me again, I called to complain. Found out their "auto-delivery" means they can continue to charge me. I asked that they refund my money and take back their box of food. Was then told that would cost me $99.00 plus the expense of sending the food back plus the 2 week delay once they had the box of food of refunding the rest of my money back into my account. The a-hole on the "customer care line" (what a joke) was rude and used the "terms and conditions" like a sword. I was told ALL that information was in the "terms and conditions" section and I should have read it. Do you know why that info is not out on the main website. Because no one would purchase their products, they hide it inside another page and use deceptive phrases like "auto-delivery". Steer clear of this company ladies and gentlemen, they are not concerned with your well being, but their wallets.

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Wilmington17
, US
Jun 19, 2017 1:55 pm EDT
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I too fell victim for the same reason. When I received an email saying my next order was shipping (Sunday) I called immediately. The staff was rude beyond belief. Two hung up on me. I immediately contacted my credit card company to dispute any further charges. This is very deceptive as I too did not click the auto delivery key thinking I was not interested in monthly, only one month. I, too, was not allowed to speak with a supervisor. Sadly, they may have had future business with me but never again. I will wait to see what happens going forward but I will do everything in my power to refute a charge that is unfairly hidden and refuse the delivery,

NutriSystem
NutriSystem
, US
Jun 20, 2017 3:26 pm EDT
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Hello Wilmington17,
We are sorry to hear that you are dissatisfied with our Auto-Delivery policy. We would be happy to look into your concern deeper. Please send us an email to consumerexperience@nutrisystem.com with the email address that is listed on your account. We hope to hear from you soon!

The Nutrisystem Consumer Experience Team

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BuyerBeware2016
, US
Nov 12, 2016 10:20 am EST

I wish I would have read this gentleman's complaint before I ordered Nutrisystem because I also fell victim to their false and misleading advertising and deceptive billing practices. Since I thought Nutrisystem was a respectable company, I would have never dreamt it would stoop to such unethical measures to bilk their customers out of an extra $99, but I was wrong.. And if getting ripped of isn't bad enough, the treatment I received a customer service representative was shocking. He was rude and refused to escalate my call to a supervisor because that's exactly what he been trained to do. He basically told me I was screwed.

Since I'm obviously not the only victim of their "scam", I find it laughable that has "Nutrisystem Consumer Experience Team". I'm sure they are kept very busy responding to and resolving the dozens of complaints that have been file with the BBB as well as other sites like this. Still, Nutrisystem must be making lots of money off all the folks who do not lodge complaints or they would be more honest and upfront about their actual billing practices before you place an order.

I will never again use Nutrisystem

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NutriSystem cancellation process

I just started with Nutrisystems (on 05/55/2016). After 2 weeks, I lost 16 pounds. My wife passed away on 06/02 and I knew I had to delay my diet plan. I called Nutrisytems yesterday and asked to have my account canceled. The customer service rep. told me the orders were automatic and I had to complete 2 orders before I could cancel. I lost my temper and yelled at him. I told him I see not see or sign for auto refills. At the end, he "allowed" me to cancel but charged me a $90 fee for cancellation. P.S. I did not mention my wife's passing nor did he seem interested in why I wanted to cancel.

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Update by hankk
Jun 06, 2016 1:07 pm EDT

Whose attitude; mine or theirs?

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10:40 am EDT
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NutriSystem weight-loss program

Received food yesterday and couldn't find any definitive guidelines in their Get-Started brochure. Read all material multiple times & made a list of about a dozen questions. Called their "counselor" this morning. Recorded message says I will b e on hold for 10 minutes (!?) but operator came on at 15 minutes. I explained that I wanted to get started but couldn't find any detailed guidelines... only "take a picture, go on-line, record daily intake, lose weight." Ummm, but how to get started? So, operator puts me on hold for another 10 minutes... now I'm getting angry (as I strongly suspect she's just letting me cool my jets). At this point, I can't hang up & call back or I will be back in the 15 minute hold rotation again. When she finally returns, I confirm that I want to cancel. She puts me back on hold (to email a FedEx label to me). I wasted about 45 minutes, approximately 3 of which were with a live person, and ask "Bernadette" for her employee i.d. She doesn't have one... how can I reach her if I call back? I can't. So, I then indicate that I want to take the survey at the end of my call. She, in theory, forwards or connects me to the survey... the phone rings, & rings, & rings...15+ rings later someone picks up who identifies that their was a phone ringing at a desk & no one was answering so she went over to that desk & picked up. I explained that I was waiting for the "survey" and she connected my call. I voted no satisfaction to all electronic questions asked. Retrieved the box I had broken down from recycling and am returning all product, ASAP. BTW, None of this speaks to the quality of the food. I'll leave that to your own personal tastes.
I doubt that anyone cares, but felt I should forewarn other potentially gullible enrollees.

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NutriSystem everything is terrible!

I wish I had never used the Nutrisystem. They absolutely don't care about their clients and do not listen to them. Everything about them is terrible. Their old site was great. There was everything we needed - the food, water and exercise trackers. But now they have this awful new facebook page. They have taken away the most valuable tools. Now we are forced to join facebook community. The tracker there has absolutely different calorie counts of food. I don't know now which of them is right, the new one or the old one. There was a very important option the daily dose clicker. But took it away too. Food there is very expensive and that option helped us saving some money. Now it's more difficult to follow NS plan. And that is not just my opinion. All people who have participated in both the old and "new" websites think the same. I'm thinking of quitting NS and I think they will continue losing customers.

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Evelyn D Colwell
, US
Jun 28, 2016 11:18 am EDT
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I hate nutrisystem and do not want another shipment, I hate the food. How do I cancel now.

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Vicki elston
, US
Feb 22, 2016 4:56 pm EST

I didn't have freezer so had to go with the non frozen foods and they were gross-- several of them tasted like the worst food I'd ever eaten-- the beef meals tasted like the smell of doggood

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9:53 am EDT

NutriSystem don't give them your credit card number!

I gave them my credit card number and they continued to charge their product to it even after I cancelled ! when I called, the black woman I spoke with that kept saying "ax" - as in - "let me ax you a question" - was useless. she even laughed when I told her to stop charging my card and within minutes I had another charge put on my card. once that happens, you have to dispute it with your card company, then they review, then they keep going back and forth with the company - and you keep sending information after information and it takes forever to get them to admit they are wrong (if they do). will never use nutrisystems again and will give them a bad review wherever I can, to anyone I can! and they substituted what they wanted you to have in food and it was horrible - I wouldn't have fed it to my dog!

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6:13 pm EDT

NutriSystem the taste was terrible and I didn't like their frozen food

People, don’t try to lose weight by using the website www.nutrisystem.com. I have tried their food and tasted like something frozen, but when I ate, I didn’t feel taste of food at all. I didn’t understand the flavour and was shocked that someone liked it and posted positive reviews on the website. I don’t trust them and wanted to warn other people about their strange food and taste. Don’t torture yourself.

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