WeddingWire

Dear Revdex.com, Thank you for passing along the case (# [redacted] ) submitted by ** [redacted] ** [redacted] purchased a premium WeddingWire listing on April 21, On April 24, 2014, ** [redacted] 's concerns were escalated to our management team, at which point, it was decided that a refund for ** [redacted] would be provided and his listing would be returned to a free, Lite listing as he requested.As his listing has remained a Lite listing and the refund was processed as requested, we consider this matter closed.Sincerely, [redacted] ***Senior Customer Satisfaction Manager

Thank you for bringing [redacted] 's concerns to our attention in case # [redacted] [redacted] entered into a one-year agreement with WeddingWire in October WeddignWire only offers 1-year agreementsHowever, [redacted] was eligible to cancel at any time after six months by notifying WeddingWireThe details of the agreement and the special option to cancel were provided over the phone and via email receipt at the time of purchase [redacted] contacted our Customer Success team in September after making of his monthly paymentsWe apologize for the confusion in this case and have issued a refund to [redacted] for all payments beyond the minimum six-month agreement as he requestedTherefore, we consider this matter closed Sincerely, Emma G [redacted] Senior Representative, Customer Care

FISHING trip was awesome, caught so many fish had to catch and release,Cpt Randy and 1st Mate were great, highly recommend them

Amazing!! stars reviewMake the choice with Captain Randy

Dear Revdex.com,
Thank you very much for passing along the case *** from *** *** to us*** *** purchased a Professional listing for her business on October 18, for the duration of twelve months, with the option to cancel the listing after the sixth month of the agreement
After processing *** *** request to cancel the listing, WeddingWire provided her a refund for the unused portion of the listing and sent the refund on May 20, to the address provided by *** *** As *** ***'s refund has been processed and her listing has been returned to a Lite listing, we consider this matter closed.
Sincerely,
Emma G***
Senior Customer Care Representative

255);">Dear Revdex.com,
Thank you very much for passing along the case (#***) from *** *** of *** *** *** to us
WeddingWire serves as a neutral platform for newlyweds to share their experiences with the communityThese experiences in the form of a written review are the full opinion and editorial rights of the client of a businessUnless a review violates WeddingWire’s Terms of Use, we do not remove reviewsTo determine whether or not a review abides by or violates WeddingWire’s Terms of Use, a vendor is able to formally dispute any review their business receives by logging in to their WeddingWire accountThis business has formally disputed this particular negative review from within their WeddingWire account, which means it is hidden on their public storefrontThe WeddingWire Dispute Team has reached out to the reviewer requesting either a signed contract or proof of payment verifying whether or not they were in fact a paying customer of *** *** ***If we receive the necessary documentation verifying this individual was in fact a client of theirs, the review will be reinstated on the *** *** *** accountIf we do not receive the necessary documentation, then the review will be removed entirelyThe reviewer has a total of days from the start of this process (which was on 10/27) to send us the necessary documentation
We spoke to *** from *** *** *** on Friday 10/30/morning at 11:30am and explained our review policy and verification process in detail to himSince *** *** *** is now aware of our Terms of Use and our verification process in full, WeddingWire considers this matter closedSincerely,
Emma G***
Senior Representative, Customer Care

Dear Revdex.com,
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Thank you for alerting us to complaint #*** submitted by *** ***. *** *** purchased a Professional listing for his business, *** *** ***, on September 11, 2014. The listing that *** *** purchased was for a term of months, and was set to expire on September 11,
*** ***'s listing was ultimately terminated on November 19, due to payment failureWeddingWire does not offer a refund for any outside charges based upon our standard collection practices.
Sincerely,
Catherine C***
Senior Customer Satisfaction Manager

Dear Revdex.com,
Thank you for passing
along the case #*** from *** *** *** regarding her account with WeddingWireWe reached out to *** *** via email on January 28thOur Vice-President of Customer Experience reached out directly to *** ***, our message cited below*** *** entered an annual agreement with WeddingWire that provided her the opportunity to exit the agreement without penalty after six months*** *** contacted her credit card issuer and chose to stop the monthly payments after three monthsHowever, the advertising services, CRM tools, access to education solutions and all of the other benefits of premium membership were provided up to, and beyond, the time she chose to stop paymentWe are prepared to address any account changes, questions, review disputes, or other concerns through [email protected].
---------- Email sent to *** *** 1/28/----------
***,
I'm so sorry you had an experience with us at WeddingWire that led to you submitting a Revdex.com complaintI was hoping to talk to you to better understand the allegations of fraudulent practices of our sales teamWe take these claims very seriously and I'd like to know more so I can take appropriate action internallyPlease let me know when you might be available for a brief call.
When we talk I'd also be happy to share more details about the items belowFrom your statement to the Revdex.com there appears to be some misunderstanding about what happens after stopping paymentThe fears you cite are unfounded and against our policiesFor example:
Removing Storefront Content - Even though you can no longer login to manage your account, you can always email us at [email protected] and request that we "inactivate" your accountThis removes all of the content except for basic business information and any reviews left by users.
Managing Reviews - WeddingWire does not leave reviews for wedding professionalsEverIf you are worried about reviews after losing account access, then please know that you can ALWAYS dispute a review--regardless of your status with WeddingWire--by emailing [email protected] and requesting the disputeFrom there we follow the same validation procedures as every other review disputeYou are not disadvantaged in this process by no longer being a paying customer.
Changing Business Name - We accept name changes all the timeBut once there are reviews for the business we ask for some validationThis is to prevent people from trying to remove their negative reviews by simply renaming their business, and a way to ensure the reviews our users see are valid and pertain to the appropriate businessIf you have changed your business name from that which you used when previously gathering reviews, we're happy to help you with that. Again, [email protected] will start that process of collecting and reviewing the documentation.
Closing Your Account - The information you received was correctIf you want access to your account to make changes, add photos/videos, etcthen you would need to honor the minimum requirement of your agreementIn this case, six monthsHowever, you do not have to honor the agreement to make the changes you seek to makeWhether storefront content, reviews, or even a business name change, our support line will gladly help you with this.
I hope this clears up the concerns about possible negative consequencesWhat you found on the internet is incorrect and just not how we operateI hope we get the opportunity to talk about the process that led to your purchase decisionIf we have people misleading wedding professionals then I want to address it immediately.
Thank you for your time and please let me know when might be a good day to connect

Dear Revdex.com,Thank you for passing along *** ***'s concerns regarding his WeddingWire account through case #*** to us.On February 15, 2016, WeddingWire reached out to *** *** concerning the December and January payments *** *** states he was billed forWe followed up on
Tuesday, February 16, 2016, with another reminder that we were prepared to reactivate his contract and compensate him for the time the listing was downAt this time, we have not heard back from *** ***Upon receiving documentation from *** *** that he was indeed billed for these two months, we are ready to move forward as previously stated.Sincerely,Dan S*Associate Director, Customer Care

Dear Revdex.com,
Thank you for notifying us of the rejection for case #*** submitted by Ms***
The agreement between *** *** and WeddingWire was signed using a third party provider, ***, to complete the agreementThis provider is just as valid, and considered legally binding, as any hand written signatureThe terms were made clear before and after the transaction was completed, and the payment terms (first and second payments) were clearly displayed within the agreement
If Ms*** would like the option to cancel her listing using the early termination clause, she is able to do so once her listing is in good financial standing based on the agreed upon terms. If Ms*** would not like to return her listing to good financial standing, we will terminate her listing based on our standard termination processSincerely,
Catherine C***
Associate Director, Customer Care

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
Information sent by Wedding Wire is not incomplete and inaccurate.In September, our Home Owners Association closed our very small home wedding businessThey informed us that they would pursue legal action if we did not remove all website listings or reference to our business In September, I notified Wedding Wire, *** and about other wedding search engines to remove our listing, reviews, ads, etcAll complied with our request except for Wedding Wire.
On Sept 12th I contacted wedding wire by phone instructing them to remove our free listing & explained the urgency due to the home owners association (HOA) demand to remove ALL internet business listingsI was assured we would be removedOn Oct 3rd, I was told by a member of the home owners assoc that Wedding Wire was still advertising our siteI contacted Wedding Wire again, telling them to remove our business listingAgain with reassurance that that all would be completedOn October 19th, I received an email from Wedding Wire announcing that we had a new reviewI contacted Wedding Wire immediately to find out why we were still in their system and to dispute the review (we had no client Ashley from Washington DC) I also authorized them to dispute the reviewI received an email on Oct 21st from wedding wire support stating: "We removed and permanently deleted your listing for you."
On Oct 21st , I again spoke with wedding wire repto question why our business continued to show up on a search with the negative reviewI was told it was too late for me to dispute directly because our business listing was closed and, again, I authorized them to dispute the negative reviewI was assured this would be completed by them(Also of note, after my calls, I would receive automated emails informing me of Wedding Wire policies, etc)
In December, a board member contacted me from the HOA complaining about the listing with Wedding Wire still showing up when searching our business and that we would face litigation if it was not removed, as we had promisedI immediately went online and was outraged to find not only a link (when our business was ***) but, also the disputed reviewI contacted them again and was told that I would have to get a court order to remove the listing!
On Dec 17th, I received an email from Wedding Wire stating "With regards to your storefront, per your request, we have taken steps to terminate your WeddingWire membershipThis email serves as your confirmation that your WeddingWire account is no longer active." Yet, we continue to show up on a search of our business to a link to their websiteOur business only had a "free listing" (that was solicited) with no warning of the impossibility of getting off of itAlso, they promised termination of this listing in September, and again in October along with disputing a negative review that was posted on Oct 19th.
It took filing this complaint with Revdex.com before Wedding Wire followed through with any actionToday, their website continues to show up on a search of our business name.
The unprofessional contact of this business is beyond beliefThere is no reason to harass us by requiring court orders for a simple request to remove our listing/ name from their site and search enginesAs they know, we were a tiny, home run business (with about clients per year)They "listed" us for free and only used us to lure more clients and vendors (our "storefront" they created in our free listing advertised our local competition that paid for ads)They do not stand by their promises and misled us from the very beginning to let them give us our "free" listingIf we have to pursue legal action to remove our name from their search engines, it will cost us a fortuneWedding Wire alleges they "informed us" ~ only after our business was closed and their promised were broken did they backtrack with information
Thank you,
*** ***

Dear Revdex.com,
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Thank you very much for passing along the case (#***) from *** *** *** to us
After receiving **. ***'s complaint, a member of our Customer Success team reached out to **. *** to try and improve her experience with WeddingWire After explaining our termination policy, **. *** agreed to the terms and WeddingWire terminated her listing on April 2, Because **. ***'s listing has been terminated, we consider this matter closedThank you,
*** ***
Senior.Customer Satisfaction Manager

Dear Revdex.com,
Thank you for passing along this response for case #*** from *** *** to usHowever, WeddingWire is a neutral platform and we do not get involved in any issues between a business and their customersIf this vendor had any issues with their client, then they will need to address those issues with their client or customer directly.
WeddingWire can only ensure content published on our site abides by our guidelinesPer our Terms of Use, WeddingWire only permits reviews to be posted by actual paying customers of a businessIf an individual was a paying customer of a business and received services from that vendor, then they are permitted to publish their opinion of those services within a review on our siteHowever, at the same time ,a vendor is able to post their own perspective or opinion about that client or the situation within their response to the reviewTherefore, both sides can be shared.
WeddingWire does not and will not verify content within a review or try to determine the accuracy of statements made in a review, simply because reviews are opinions of the publishers (clients)Now, if a vendor ever believes a review posted about their business is not written by an actual customer of theirs, or violates WeddingWire's Terms of Use in any other way (i.eprofane language, duplicate review, etc.) then that vendor is always encouraged to formally dispute the review, which every vendor is able to doThe review posted by 'Private User' for *** *** *** *** *** has already been disputed on his behalfTherefore, the review is hidden and not displaying on their public storefrontWhile it is hidden, WeddingWire will reach out to the reviewer and request they send either a signed contract or proof of payment to verify whether or not they were in fact a customer of *** *** *** *** ***.
If we receive the necessary documentation from this reviewer proving they were a paying customer, then the review will be reinstatedIf we do not receive the documentation, then the review will remain hiddenThis is our process for all disputed reviews.
The WeddingWire Dispute Team has already reached out to *** *** about this disputed reviewHe has been fully informed about the process, our review policy,, and his options regarding this reviewSince the review is currently under the dispute process and is hidden, WeddingWire considers this matter closedSincerely,
Emma G***
Senior Representative, Customer Care

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The posting I submitted to their site of my business info was edited to detail why I thought this company was acting fraudulentThey are trying to make it sound as if my account was always in violation on their terms and this is why I sent a complaintI sent a complaint to Revdex.com before changing my info on their site since I was being forced to pay it after saying I didn't want to pay for it It was AFTER they refused to stop billing my account that I posted a comment to my dashboard explaining to everyone viewing it, what goes on with this companyI do consider this closed but I reject their reasons of why it was closed I suggest if a company wants to keep customers in the future, they give all the info about billing and "terms and services" signed at the beginning before charging a customer.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
NotWeddingwire doesn't have the right to pick policy.
It come down to Business ethicsWeddingwire never experienced to service to past on posted judgment.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Dear Revdex.com,
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Thank you very much for passing along the case (#[redacted]) from **[redacted] to us.
The listing **[redacted] purchased was for a term of months **[redacted] chose to post submitted information that was in direct violation of our Terms of Use Because of this, **[redacted]'s account was immediately terminated and access to his account has been suspended indefinitely Due to his termination, combined with **[redacted]'s desired outcome, we will consider this matter closedSincerely,
[redacted]
Senior.Customer Satisfaction Manager

From: Catherine C[redacted]
"">Date: Fri, Nov 14, at 12:PMSubject: Response to Revdex.com #[redacted]To: [redacted]
Dear Revdex.com,
Thank you very much for passing along the case (#[redacted].) from [redacted] to us
In regards to the product that [redacted] purchased, [redacted] purchased a Featured listing on April 18, online through her WeddingWire account via our self checkout platform. In order to complete the transaction, [redacted] was required to accept our Terms of Purchase, which clearly state that the product she purchased was for a term of twelve months with no opportunity for cancellation. The first opportunity that [redacted] would have to end her agreement for the product that was purchased would be on April 18,
Regarding our review policy, WeddingWire never simply removes a review from our site that does not violate our Terms of UseWe always want honest, authentic reviews - regardless if they are negative, positive, or neutralThe more reviews on our site, the more information there is for engaged couples to make decisions about vendors to hire for their weddings
Best,
Catherine C[redacted]
Associate Director, Customer Care
WeddingWire, Inc.
Please let me know if you need anything else for this case.
Thank you!
--
Catherine C[redacted]
Associate Director, Customer Care
W E D D I N G W I R E
[redacted] x [redacted]@weddingwire.com
website • blog • facebook •twitter

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"">Dear Revdex.com,
Thank you very much for passing along the case (#10601592) from [redacted] in regards to the '[redacted]' WeddingWire account to us.
When WeddingWire inactivates business listings on our site, we remove all private informationThis includes the vendor's personal information and any content they uploaded to the account themselves ('About Us' text, FAQ answers, photos, videos, etc.)However, all public information will always remain in our catalog, which includes a business' name, phone number, and business addressAlso, all reviews remain on WeddingWire as they are the full editorial rights of the individuals who publish the contentOnce a business listing is inactivated, it simply remains as a place holder for all the reviews posted for the account, since each review must be linked with the business the client wrote the review forThis vendor disputed the three negative reviews on their account on April 29, 2015 and they are actively being verified by our Dispute Team. Once a review is disputed, it is temporarily hidden on a vendor's public storefront, so these reviews are currently not displaying for this businessWeddingWire will be reaching out to each reviewer directly to verify by either a signed contract or proof of payment whether or not the reviewer was a legitimate client of the vendorIf we receive the requested documentation that shows these reviewers were in fact clients of '[redacted]', then the reviews will be reinstatedHowever, if we do not receive the necessary documentation to verify these reviews, then the reviews will be removedWeddingWire only removes reviews that violate our Terms of Use (section 13, specifically).
WeddingWire wants vendors to be in control over their WeddingWire account and any reviews they receive, which is why the dispute process was put in placeVendors are always able to dispute a review they believe is fraudulent or violates WeddingWire's Terms of UseLastly, a WeddingWire support representative informed this vendor on April 29, that the email address [email protected] can be used to contact our Legal Team, which is also included in our Terms of UseIf this vendor would like us to inactivate their account, we would be happy to do soHowever, as mentioned, the public business information and any reviews that are verified and reinstated, and any future reviews posted, will always remain.
Sincerely,
Catherine C[redacted]
Associate Director, Customer Care

Dear Revdex.com,
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Thank you very much for passing along the case (#[redacted]) from **. [redacted] to us. 
 
A [redacted] Make-Up Artistry account was created on April 1, 2014. However, there was already an account for this business (same business information, website URL, etc.) already within our system that was created on September 9, 2013. WeddingWire does not allow duplicate accounts for the same business, per our Terms of Use. Therefore, the two accounts for the same business were merged together on May 8, 2014.
Please note, WeddingWire vendor accounts can be created two different ways. An account can be created either by the vendor themselves, or by a past customer who wants to write a review for that particular business.
**. [redacted] contacted the WeddingWire support team concerned that the reviews posted on this account were not meant for her specific business. At that time, the WeddingWire support team informed her that they would be happy to formally dispute any reviews posted on this account per her request. During our dispute process WeddingWire reaches out to the reviewer to ensure that the individual who posted the review was in fact a legitimate customer of the business they posted the review on. If they were not a legitimate customer of that business then WeddingWire will remove the review from the account. **. [redacted] did not choose to dispute the reviews at that time; however, this will always be an option for her. 
 
WeddingWire wants vendors to be in control over their WeddingWire account and any reviews they receive, which is why WeddingWire allows vendors to formally dispute or respond to any reviews on their WeddingWire account.
 
Sincerely,
[redacted]
Senior.Customer Satisfaction Manager

Dear Revdex.com,
rgb(34, 34, 34); font-family: arial, sans-serif; font-size: 12.8px; background-color: rgb(255, 255, 255);">Thank you for bringing [redacted]'s concerns to our attention in case #[redacted] entered into a one-year agreement with WeddingWire in June 2015.  WeddingWire only offers 1-year agreements. However, [redacted] was eligible to cancel at any time after six months by notifying WeddingWire. The details of the agreement and the special option to cancel were provided over the phone and via email receipt at the time of purchase. [redacted] contacted our Customer Success team on July 9th requesting to cancel, less than one month after her purchase.
While WeddingWire has continued to provide the services she paid for, which includes placement in our catalog and visibility to our users searching for wedding officiants in Kansas City, we have issued [redacted] a complete refund for her purchase price. Therefore, we consider this matter closed. 
Sincerely, 
Emma G[redacted]
Senior Representative, Customer Care