NutriSystem Customer Service Issues

I attempted to cancel my order and account on Thursday, June 4 through text chat but was unable to connect to a representative. Despite providing my chat reference number [redacted], I remained on hold with continuing estimated wait times. After receiving a message that my order was being processed, I dialed [redacted] to cancel but was informed that the number does not handle current order cancellations. I managed to cancel my account and was eventually assisted with the return process after a 20-minute wait on the customer service line. I am now looking for a phone number on the website to cancel future orders since only the online chat option is visible. It would have been helpful to have clear instructions and contact numbers listed to avoid incurring a $20 return shipping fee due to the confusion.

While on vacation in Memphis, TN, I placed an A-La Carte order with NutriSystem on July 3, [redacted], but it did not arrive as expected. The order is now scheduled for delivery today, July 8. However, as I am leaving Memphis on July 9, I won't be able to receive it. To ensure I have my order on time, I placed another A-La Carte order to my home in CA, scheduled to arrive between July 14 and July 16. Unfortunately, I received a text today stating that this second order will arrive on July 10, when no one will be home to accept it until July 12. I have tried to reach NutriSystem through email and phone but have been unsuccessful as the lines seem to be automated. If I don't receive assistance from Customer Service promptly, I will have to cancel my membership. My contact number is [redacted].

Order#[redacted]80 STOP. I recently received an order, but it was the wrong items. I requested a delay and selected different menu items. The previous order sent was incorrect, and now a new one is on its way. I do not have space for frozen items as I lack a separate freezer. This mix-up led me to discard a lot of food. Despite informing about my freezer situation, I had to answer unnecessary questions. The initial order was delayed, causing inconvenience, and I had to figure out my meals myself. Please pause the upcoming delivery since I already have food from the previous order. The processing date was moved up to 9-9-20, but I can't accommodate more food now. Thank you, Gail [redacted]

I didn't start Week One correctly as I didn't read the "LETS GET STARTED" pamphlet first. To restart, I need help. I want to buy a box of 7 Nutri Crush or 4 packages. I'm struggling with the app on my iPhone because the text is hard to read due to low contrast between the background and text colors. I would need a copy of the DAILY TRACKER AND GROCERY GUIDE. I received a damaged "CHICKEN FIESTA BOWL" - the tray was cut and had plastic chips in the food. I'd appreciate a replacement. To summarize, I need a new DAILY TRACKER, a replacement "CHICKEN FIESTA BOWL," and a box of Nutri Crush. Please contact me at [redacted] or email [redacted]

Regarding account number C[redacted]8, a recent shipment was delayed, causing the frozen items to melt upon arrival. Despite notifying Nutrisystem and receiving a replacement shipment, it has not yet arrived as of 1/14. This delay has disrupted following the Nutrisystem program as intended, leading to reliance on flex meals and shakes. When seeking customer service support due to these issues, the response attributed the problem to FedEx rather than offering a satisfactory resolution. Proposing a probiotic shake powder as compensation for the inconvenience caused by the meal replacements is considered a reasonable request in this situation. The lack of accountability and support from Nutrisystem in resolving the delivery issues and providing appropriate compensation raises concerns about the level of service provided.

I have tried multiple times to contact you but have been placed on hold for over 30 minutes and then disconnected. I urgently need to discuss the shipment date of my upcoming order, as I will be out of town when it arrives. I want to avoid having the food left unattended on my doorstep and need it promptly upon my return to continue with the program. I am happy with the food and my progress but extremely frustrated by the lack of customer service. Please contact me as soon as possible regarding this matter. Thank you. Drusilla Smith

I just received my delivery of boxes. Unfortunately, the lack of notification left them exposed outside. Consequently, some of the ice cream items melted. Furthermore, I found some box food without clear instructions on handling. I refrigerated the Ravioli with meat sauce, but others lacked guidance on whether refrigeration was necessary. Attempting to reach out via email and chat has been unsuccessful, leading to growing frustration. The 45-minute hold time when calling was challenging. The advice given was to call back after a week. I hope to have better luck reaching support then. I believe there is room for improvement in the information provided in the pamphlets. Appreciate your attention to this matter. Thank you, Janice.

About two weeks ago, I rescheduled my shipment to May 9 and made adjustments to accommodate my vegetarian diet preferences. Yesterday, I was surprised to receive an email indicating that a package would soon arrive, assuming it was for my May 9 order. However, the package turned out to be a completely different order with items I neither wanted nor needed, leading to a significant $[redacted] discrepancy in the charges from NutriSystems. Despite my rescheduling of the May 9 order to June, NutriSystems still planned to send it along with the unwanted $[redacted] order placed on May 4. Unfortunately, the new order was sent to the wrong address, posing a risk of spoilage for the frozen items. I plan to contact customer service soon, although I hold reservations about a favorable outcome. Any suggestions on how to proceed in this situation would be appreciated.

Good evening, I received my frozen shipment today through FedEx. Unfortunately, the items in the box designated as "frozen" were warm and emitted a foul odor, indicating they may have spoiled. I will need a refund or a replacement for this inedible order. I have observed ongoing delivery delays with FedEx and would suggest using UPS instead. One FedEx driver shared that they were struggling with delivery schedules. Please reach out to me by email or phone at [redacted] to address this issue. I will keep the order for 24 hours before disposal due to the unpleasant smell. Thank you for your assistance, K. Loftus

I initially purchased a 2-month supply of food at a discounted rate from Nutrisystem. After my first month, I switched my order online from Chef's Choice to "pick my own" since I preferred selecting my meals. Despite not recalling paying the full amount, I assumed I was only being charged for the discounted subsequent month. I received both orders on the same day, one being Chef's Choice and the other pick my own selection. Upon reviewing my credit card statement, I discovered I was charged for a third month which I did not intend to purchase. I would like to return most of the unwanted food and receive a refund for the extra charges. I am aware that perishable items may not be returnable. Despite attempting to contact the provided number on my credit card bill, I have not received a response.

My first shipment of frozen food arrived in a box with multiple layers of dry ice sealed in non-transparent bags. The subsequent order contained a greater quantity of frozen items in a bigger container with only one clear bag of dry ice that had already melted, resulting in half of my items partially melted, including the ice cream. After receiving a replacement, the items were in good condition. I am aware that this issue persists with Nutrisystem. If my next delivery arrives melted, I will switch to another provider like South Beach, as I had no issues with their products. I do not recommend Nutrisystem to others unless they opt for non-frozen items, which also have less appealing taste.

I began calling your customer service department approximately an hour ago. When I finally spoke to a human representative named Nick, he provided exceptional assistance. However, it is important for me to express my dissatisfaction with your automated system. It was unhelpful and quite discouraging. Investing in a system that hinders customer support and lacks the efficiency of a real person is disappointing. The tone and mannerisms of the automated system were reminiscent of a high school student, creating a barrier for customers needing genuine assistance. It is crucial to address these issues promptly, as using the pandemic as an excuse for poor service is no longer acceptable. Providing timely and respectful customer service is essential for customer retention. My upcoming order is scheduled for processing on June 30th, but I am considering exploring other options moving forward.

I have been eagerly awaiting the delivery of my first frozen food order from NutriSystem. Despite being informed by FedEx that it would arrive yesterday, it did not. After contacting NutriSystem, I was dismayed to learn that my shipment has been lost. This has caused me significant frustration as I had planned my schedule around the expected delivery. I was informed that the new estimated delivery date is next Wednesday, which is unsatisfactory given the circumstances. I kindly request compensation for this delay, as it was not due to any fault of my own. I believe it would be reasonable to promptly send me a bottle of the fat burning crystals as a gesture of goodwill for the inconvenience caused. If this is not possible, I ask to be contacted by management at [redacted]. I prefer to receive a response via text or email.

I arrived home to find my frozen food package left outside, leaking a green puddle, and covered with tiny bugs. I missed a delivery notification otherwise I would have dealt with it sooner. In my order, I received 52 instead of 56 superfood smoothie mixes and was shorted the 2 pomegranate hydrating drinks I paid for, including the free one I was also due. The ala carte chocolate and vanilla protein shakes are missing. I did receive the chocolate graham lunch bars a couple of weeks ago. I was anticipating the drinks in a separate package, but they have not arrived. A non-frozen box beside the frozen one may contain the missing items. I would like the frozen items replaced promptly, but I am hesitant to handle the infested styrofoam box. Please send the 3 pomegranate drinks, 2 protein shakes, and a replacement for the frozen items. I hope for a speedy resolution. Thank you for your attention.

NutriSystem sent our frozen order late, arriving more than 10 days after the dry shipment when we were unwell, delaying the start of our diet. After attempting to postpone both shipments online, my husband, R. Y., received an email today that the dry foods have been shipped. We urgently need to rearrange the orders to avoid returning the dry goods and possibly cancelling the program. Contact us at [redacted] or [redacted] to make the necessary arrangements, or we will reject the shipment. Previously satisfied NutriSystem users, we are disappointed with this recent experience. Jeanette Y.

We reached out to a sales agent to process our order for both of us. The cost was over a thousand dollars, with my husband having a two-month supply and myself a one-month supply. Despite informing the sales agent that we are away on weekends due to church services in Gainesville, we received an email from Nutrisystem stating that Joan's delivery will arrive on Saturday. There was no mention of my husband's order. We are concerned about the frozen foods sitting outside until Monday when we return. We are unable to reach anyone at Nutrisystem over the phone, and the lack of communication is disappointing. We are also missing the guidebooks that used to come with our orders. My husband is unfamiliar with the process, and we need access to our new account details. We hope this issue can be resolved promptly.

Since January 30, I have spent $[redacted] on NS and have only managed to lose 4 pounds, with no weight loss in the first two weeks. My goal is to lose 20-25 pounds. I have been diligently following the NS plan, sticking to the weekly menu posted on my fridge, increasing my exercise, and drinking plenty of water. Despite attending family gatherings and eating carefully, I am disappointed with the results so far. I have no underlying medical issues that could be affecting my progress. While I will finish the remaining NS foods I have purchased, I do not plan to order more. I am feeling frustrated and let down by the lack of significant weight loss, especially considering the high cost. I am curious if the "five pounds in your first week or your money back" guarantee would apply to any part of my purchases. The current situation is disheartening, and I am unsure if this program is effective for me.

On Friday, March 25th, I received the wrong a la carte order. My order number is C[redacted]81. Instead, I received items belonging to Order C[redacted]56, which is for a woman in North Carolina. I believe she might have received my order instead. I tried calling but didn't get a call back, and I emailed with no response. I'm not fond of the Mexican dishes I received by mistake, but I do want my correct items that I enjoy. I can't sit on hold as I work from home, so I initiated a chat but am hesitant to enter credit card information. I'm not signed up for auto-ship, as that has been problematic for me, but I do occasionally order a la carte. Can you please assist me with getting my correct order and resolving this mix-up?

Hello, I am a new customer named Mary Selig. I placed my order on 05/03/[redacted], and received my non-frozen order on 5/6/[redacted]. However, my frozen order was delayed multiple times by FedEx, arriving on Sunday the 15th completely thawed. I contacted Nutrisystem on Friday the 13th regarding the shipment, but they were unable to assist. I am seeking a replacement for my first month's order of frozen food and guidance on what to do with the spoiled items. Additionally, I have moved up the date of my second order to May 16th, [redacted], to avoid further delays. You can reach me at [redacted]. If I do not hear back, I will follow up tomorrow. I am eager to receive your prompt response. Thank you, Mary Selig

While using Nutrisystem, I successfully lost 55 pounds, a feat I never achieved with other diets. I was ecstatic with the progress. However, my experience took a drastic turn when I discovered what seemed like tree bark in several meals. This discovery left me mentally disgusted and disinterested in the food. Despite needing to lose more weight, I lost my appetite for Nutrisystem meals and ultimately canceled my membership due to the disappointment. I have regained 25 pounds since then and have yet to find a diet that works for me like Nutrisystem did before. I used to proudly recommend Nutrisystem to others, but the unexpected encounter with foreign objects in the food shattered my confidence in the brand. I hope Nutrisystem addresses these issues in their ingredients so they can continue to assist people in their weight loss journey as they did for me initially.