My Credit card had expired. My order was pending. I called an gave a new card number. Everything was confirmed. The next day I called, because I could not see my order. I was told the order was canceled. What? It was approved with the new card. The representative ALLEN said he would escalate my situation. I said how long will this take? He said ** hours at least. I said it, but that is Friday. I am running out of food. If it doesn't happen on Friday then it may take until Monday. The order is not in the system. It will take ** days for it to ship. He said that is all I can do. I said I need to speak to your supervisor. I can see the charge on the new credit card. He said, that will drop off the order has been canceled. I said wait? I am on a diet and running out of food is important to me. He said that is all I can tell you. I said I want to speak to a supervisor, he said, no on else here can tell you any different. Now I am frustrated and say Hey, I am a call center manager, and when someone asks to speak to your supervisor that what you should do. I know there is not only a supervisor on the floor, but probably a manager. He said no. I said so you run the whole NutriSystem show? Why can't I speak to a supervisor to try and hear this from someone above you. He said no one can give you any other information. I said You are making me angry. I would like a supervisor! He said I have done everything anyone can do for you. There will be a survey at the end of our call... ANd then hung up on me. I know I was frustrated, but you don't hang up on a **** customer who is paying over ***.** a month, and depends on your food for their weight loss. MY NEW CARD HAS THE PENDING PURCHASE ALONG WITH THE ADDITIONAL ALA CARTE ITEMS. The Ala carte went through. The girl I gave the new card too saw, and helped me place both orders, and took the credit card number. It was all good to go. So why can't I speak to a supervisor or TECH support. ALLEN says Tech support will just put you in a voice mail. Well if that's the case then at least I know the got the problem. Cause I was told by the first woman who helped me place the order, and was nice that all systems were go, so how do I know all systems are go at this point simply because Allen says so? This call was made on ********* at approx. *:** pm it was a ** minute call. I am shocked I can't speak to Tech, or leave a voicemail, or speak to a supervisor. I know I might have gotten a little frustrated and maybe rude, but a customer service supervisor should never just let you feel like you aren't a priority to the company. By the way, I was never informed the card on file had expired, and I might have a problem. I just happened to call cause I wanted to place an ala carte order. When we realized my card had expired I gave the new card ASAP, and it was still with both ordering pending. All of a sudden you cancel my auto shipment, and no email concerning that either... When that card went through. I have screen shots of this transaction, because it may fall off my card without shipment. I AM NOT HAPPY AT ALL. I also have a copy of this email.
GetHuman2805779 did not yet indicate what NutriSystem should do to make this right.