NutriSystem Customer Service Issues

I have a concern about the Dinner Time meals that need to be kept frozen. I have some non-frozen meals and I'm worried about their safety for consumption. Can you clarify which DinnerTime dinner boxes require freezing? It would be helpful to label boxes that need freezing with "Keep Frozen." Also, regarding your automated phone system, it has not been effective as I was on hold for a long time and had to hang up after calling four times. Time is precious for both customers and companies, so having real people to address queries would be more efficient. I will wait for your company's assurance before consuming the food. Please have a knowledgeable representative contact me today. Thank you. My name is Jim, and you can reach me at [redacted]. If I don't hear from you soon, I may consider other options. Thanks for your prompt attention.

I've noticed that my Orange Cream Bars and Ice Cream Sandwiches become soft in the freezer after only a week. This is disappointing as I enjoy these products, but they turn into a mushy mess quickly. I’m wondering if there have been any alterations to the recipe or if others have had similar issues. Your prompt and polite response would be greatly appreciated. Thank you, Grover Wooten. [redacted]

I, Rose Marie V., along with my husband, Martin J. V., both NutriSystem customers from Akron, Ohio, encountered several issues with our recent orders. Initially, I faced a problem changing our order due to a password issue. After following Customer Service's guidance and updating my husband's password, the order remained incorrect upon delivery. Additionally, I had concerns regarding the delivery method as packages were left outside in the rain, causing them to become soaked. Despite my attempts to address this with Customer Service, the issue persisted with the last delivery. As we plan to place another order soon, I hope to avoid these repeating mishaps and consider modifying our current plan.

When I placed an order with NutriSystem, I clearly communicated to the representative that I was only seeking information and would not commit until after the new year. Despite this, I was told that the processing and delivery would take several days, so I proceeded with the order. To my surprise, the package arrived sooner than expected, on December 29th instead of the promised January 3rd. Now, I am wondering if I should ask my neighbor to check the box for items needing refrigeration. I appreciate any advice on how to handle this situation.

I was informed that I would receive a low sodium order, but the food I got was high in sodium. I need a replacement with a low sodium option or I will have to return the order and cancel future orders. Luckily, I haven't used any items. The frozen ones are still frozen and sealed. Thank you, Jack H. [redacted] W Vale Dr, Goodyear, AZ [redacted] Order [redacted] Placed on 1/2/[redacted]

I spent a significant portion of my morning at work trying to reach Nutrisystem on 2/20/19. Unfortunately, after waiting on hold for over 40 minutes once I got home, I finally spoke to an agent. I would like to address a few concerns: I've hit a weight loss plateau, the app freezes and times out after a recent update, the calorie count on Nutrisystem food packages differs from the one displayed in the Numi app (this has occurred four times, including today), and during a call back request yesterday, the agent raised her voice when discussing the app update, causing me to end the call due to the shouting. Although there was supposed to be help available by phone, it seems like there are insufficient staff to handle all the customer concerns promptly.

I am currently in my second month of the Fresh Start program, and I have already paid over $[redacted]. Unfortunately, I have been experiencing consistent delays and issues with the frozen part of my order. I just received the third replacement frozen delivery for this month, in addition to a replacement for last month. Today’s delivery arrived 2 hours late and melted again. Each delivery takes 4 to 4 1/2 days to arrive, and each time the items are melted. I am running low on food, and this situation is not only inconvenient but also wasteful. Despite my efforts, I have been unable to resolve this matter as the phone system is unhelpful. I am considering disputing the charge for this food with my credit card company. I am hoping for a resolution as I have exhausted all other options and am frustrated with the situation. Linda B.

My initial attempt to purchase Nutrisystem turned into a disaster. The non-refrigerated box was supposed to arrive on March 28, but the sales representative claimed it would take 4-5 days, not 9 as stated. I should have been notified via email about the delay. The refrigerated box was not even shipped. When I inquired about delaying the second shipment, I was told the first hadn't even gone out despite being informed otherwise just the day before. After multiple attempts to reach Nutrisystem over the past two days, I endured long hold times. Vincent informed me today that the first order was on hold, which contradicted my previous interactions. Vincent transferred me to the cancellation department, implying no charges would apply. Unfortunately, I was left waiting for another 15 minutes until I ultimately gave up. My call spanned one hour and 15 minutes. I contacted AMEX to dispute the charge and prevent future ones from Nutrisystem. This experience fell far short of my expectations, leading me to opt for another approach as Nutrisystem's customer service and communication left much to be desired.

I spoke with a Nutrisystem counselor this morning about my weight plateau over the past 2 weeks. Despite following the Nutrisystem plan diligently, my weight has fluctuated by 1.8 pounds. In the first 3 weeks, I lost nearly 4 lbs., totaling 12.8 lbs. in the first month. The counselor suggested adding more protein to my diet, such as 2 oz. of chicken or turkey breast, 2 oz. of lean meat, or 1 cup of egg beaters. I am unsure whether I should include this extra protein between Nutrisystem meals or instead of them. Feeling confused and frustrated, I fear I am wasting my money on the program. I would appreciate any advice before considering canceling.

My credit card expired, causing my order to be pending. After providing a new card number over the phone and receiving confirmation, I discovered the next day that my order had been canceled. Despite approving it with the new card, the representative, ALLEN, informed me that the order was scrapped. He mentioned escalating the situation, which could take at least 48 hours. Realizing this might delay until Monday if not resolved by Friday, I expressed urgency due to running out of food. However, ALLEN insisted that the order would take 10 days to ship as it wasn't in the system anymore. Requesting to speak with a supervisor, I was met with resistance. Despite seeing the charge on the new card, ALLEN claimed it would be removed as the order was canceled. Frustrated, I asked for a supervisor and was abruptly told no one else could assist. When I pushed for further information, ALLEN hung up on me, leading me to feel disrespected as a paying customer. I am dissatisfied with the lack of resolution or customer service provided in this matter.

My credit card expired, causing my order to be canceled despite providing a new card number. When I inquired, the representative, Allen, mentioned escalating the issue which could take at least 48 hours. Frustrated as I needed the order soon, I insisted on speaking to a supervisor. Despite seeing the charge on the new card, I was told the order was canceled, frustrating me further. Attempting to contact a supervisor or tech support was met with resistance. The call ended abruptly, leaving me feeling mistreated as a customer. The situation was aggravated by not being informed of the card issue beforehand. The lack of communication and support led to my dissatisfaction with the service.

I encountered an issue with my ALL FROZEN shipment, which was delayed and arrived on Monday in poor condition due to the heat. When I contacted customer service, I was initially promised a replacement plus a $30 discount to arrive within two days. However, I recently received an email stating that the replacement would take 14 days to be delivered. This delay leaves me without any Nutrisystem food for an extended period, disrupting my usual monthly schedule. The prolonged wait and lack of communication are frustrating, especially considering the financial commitment to the program. I am seeking prompt resolution, compensation for the inconvenience, and an explanation for the significant delay in receiving my replacement. Additionally, I am disappointed by the lack of effective customer service phone lines, which do not allow for direct communication with a representative. This experience has been stressful, and I am eager for a swift response. Thank you for addressing these concerns. - N.M.

My husband, Stephan John, is on maintenance, and his Ready To Go order number is C[redacted]93. It arrived yesterday, and I brought it into the house within 15 minutes of delivery, as confirmed by my video doorbell. The order consisted of 36 packages of Nutri chocolates, which unfortunately all melted into a pancake due to being smooshed together during delivery. These chocolates are from Nevada according to the packaging. To prevent this in the future, perhaps they could be packed in between chips or something. I would like to request a replacement for these items and I can provide a picture if necessary. Thank you. Dani John.

I overlooked the automatic renewal terms, which I regret. I used the program in the past when this policy wasn't in place. Hoping to shed some weight, I signed up for one month, enticed by a buy one month get one free offer. Unfortunately, I didn't receive the free month. After a few weeks, I got an email about the upcoming second shipment. I promptly called to cancel but was informed that I would still be charged $[redacted] for the next month. They advised me to make a selection to receive a discount. Surprisingly, I couldn't cancel until after the second month arrived. Now, this mistake is costing me $[redacted]. Although it was my fault for not reading the fine print, I simply want a refund for the second month and a confirmation of the cancellation. Thank you for your assistance.

Hello, I previously sent an email but have not received a response. This is my second attempt to contact you. I ordered 22 meals, which should cover 4 weeks, but I have not received the remaining meals. Additionally, 3 of the meals contained pork, which goes against my dietary restrictions as a Muslim. This is concerning as I could have consumed them by mistake. I kindly request that you replace the 3 pork meals. I hope to hear back from you promptly this time.

Dear Sir, I would like to address a missing item from my recent order. My dinner Chicken Alfredo was not included in the non-frozen package I received on 1-20-20. The order was placed on 1-14-20 under the name Valerie Hallsten with the order number C[redacted]91. The packing list did not specify an auditor. I thoroughly checked the box and the item was not found despite multiple attempts. Furthermore, I had an issue with my frozen box delivery on the same day. The items were improperly packed, resulting in melted ice cream and leaked sundae cups. I have contacted customer service to have this replaced promptly. I reside in Hoffman Estates, IL, and both packages were delivered by Fed Ex on a cold day. Moving forward, I hope for better service as I am part of a weight control group where I could recommend your company. Thank you for your prompt attention to this matter. Kind regards, Valerie Hallsten

My plan needs to be reverted to its state in Feb [redacted]. Despite contacting support two days ago, the issue remains unresolved, wasting my time. I faced frustration navigating the phone system, repeatedly pressing buttons before the call disconnected. I need to order now but cannot due to this unresolved matter. I briefly spoke to a representative before the issue recurred, leading me to feel helpless. Update: Forced to engage with their website, I ultimately canceled my account and created a new one, a 2-hour process filled with frustration. Nutrisystem's lack of concern for its customers is evident.

After receiving my order of frozen meals, I realized I only received 12 days' worth of food instead of the 28 days I paid for. Initially, a representative said I could start the diet, but when I called later, TJ informed me I shouldn't have begun without all the food. Moreover, I was surprised to learn that my first week's meals were pre-selected without my input. Despite expressing my preference for frozen meals, I wasn't informed about this process by salesperson Drew. I am left unsure of what to do with only 12 days of food for a month. It's essential to ensure consistency among your representatives to avoid confusion for customers like me who received conflicting information.

I have attempted numerous times to reach customer service by phone. I waited 58 minutes on Thursday, June 4th, and I am currently on hold for over 45 minutes. Despite being a nurse practitioner, I am struggling to get assistance. I urgently need to cancel my subscription, obtain a refund, and determine what to do with the incoming box of frozen foods. Yesterday, my call was abruptly ended before I could inquire about returning or keeping the package. My experience has been very upsetting, particularly when two employees were unhelpful and rude. After nearly an hour on hold, they were dismissive and uncooperative. I am incredibly frustrated and disappointed. Refunding my money is imperative. I will caution all contacts against using your services due to this poor experience. The prompt for new clients was also inefficient, proving a lack of commitment to customer support. Theresa H., APRN

I have been a customer of Nutrisystem for approximately a year and a half. I have never complained before, but I am frustrated now. Every time I order pancakes, they arrive in pieces, making them unusable. This issue needs to be addressed promptly, and I believe I should receive at least twelve replacement frozen pancakes at no additional cost. My name is Tony C.