Weight Watchers International, Inc.

I subscribed to weight watchers on line services and after many times trying to access the online site and being told that I should change my password because the last ones that I entered did not work. I finally got hold of someone and I was notified that their app did not work on Samsung tablets (which is all that I have and want). There was not notification of this fact verbally nor in writing that I could find letting potential customers know this fact. When speaking with the customer disservice person, I was allowed to cancel my service but was not refunded the money that I had wasted for the service that I could not access. I can not and will not recommend the online service to anyone, even though weight watchers has the best diet plan.

Review: I have had to speak to 8 different people on numerous calls to handle my issue about a credit on my account dating back to July **, 2015. (7/[redacted], [redacted], [redacted]) (9/[redacted], [redacted] in corporate affairs, [redacted]) (9/[redacted]) (2/[redacted]). Most of the calls have lasted over 30 minutes. Now over 6 months after my initial call, my credit is pending and they are promising to send a check.Desired Settlement: I asked for a $250 refund ( out of the over $700 spent).

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's request for a refund. In our research, we see the card on file had been deleted which restricted the refund for $119.70 to go through. Due to this being our error, we reached out to the member to inform we will issue a refund for $239.40. In order to issue the refund, the member will need to provide current card number to expedite the refund. We will also apply a 90-day Time Credit to her husband's account.Please let us know if you have further questions or concerns. Have a great day! Sincerely[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I spoke with Flo as noted above. She indicated she would speak to her manager to see if she could do more than what was noted above. I have not heard back from her. My only options were to to accept or reject. Since the timeframe allowed to respond to Revdex.com was 6 days, I have to select "reject".

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Upon contact with [redacted], informed member, maximum refund is six months. However, in the conversation, Corporate Affairs indicated, would review with Manager and if not approved, current refund for one year will be the maximum refund. Meaning, if not contacted, no additional refund would be issued.We apologize if the member misunderstood the option for additional refund.Please let us know if you need further assistance. Have a great day! Sincerely,[redacted]Corporate Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I do think that representatives should clearly state next steps. This representative explicitly stated that she would go back to her manager and get back with me. She then asked if that was ok. The follow-uo step did not occur. This resolution is as close as I will get to a satisfactory result. I will not, however, personally do business with this company in the future.

Sincerely,

Review: I cancelled my subscription to Weight Watchers in February 2014. I recently discovered that since that time they have been charging $19.95 per month to my credit card. I learned this because I stopped using the card in question and these charges persisted, bringing it to my attention. When I contacted Weight Watchers they claimed that in February 2014 my account was changed from in-person support to "online only," not cancelled.

I have not used Weight Watchers products - online or otherwise - since February 2014 when I learned I was pregnant with my now one-year-old child. The personnel I spoke to told me that I had agreed to "automatic renewal" and that they were not required to refund any amount charged for this completely unused service. The total cost to me has been nearly $400 since that time. I do not dispute that they quoted me a true policy. However, good customer service would dictate some more effort on the part of this business.Desired Settlement: I want the total amount charged to my credit card since February 2014 refunded. After much discussion with supervisors at Weight Watchers, they have told me they are sending me a check for the last three months' charges (totalling $59.85). This is an unacceptable outcome and I did explain I would be filing a complaint with Revdex.com. I am not asking them to change their refund policy, only to address my specific situation and complaint, which I do not feel they have done satisfactorily.

Business

Response:

We received the member's second request for total refund. Per information provided as it relates to Terms & Conditions the member subscribed to, member's responsibility to monitor financial information, subscription program is a personal, self managed program and Weight Watchers doesn't have access to monitor member's usage are all reasons why we're unable to provide an additional refund.We apologize if the member did not review the Terms and Conditions upon signup. We here at Weight Watchers value every member and is the reason we've provided our maximum refund of six months.Please let us know if you need further assistance. Have a wonderful day.Sincerely,Flo G[redacted]Corporate Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response I received from Weight Watchers when I called to register my complaint was an offer for THREE months refund. The response to the Revdex.com referenced a refund of SIX months. I will accept a refund of six months if it is the only option, but their original response was to refund half that amount.I have yet to receive any refund at all (was told it would be mailed by [redacted]). If it has already been mailed I would like some kind of tracking information on that check, and will expect an additional three months' refund to be forthcoming with its own tracking information. If it has not been mailed yet, I will accept a single check for six months refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's request for a refund. We've made several attempts to contact member to apply a six month refund for $119.70. The member's credit/debit card on file has a 9/2015 expiration date. This prohibits the refund going through. Since the member has not returned our calls, we'll issue a manual refund check which takes approximately 2 to 4 weeks for the member to receive.Again, we apologize for the inconvenience. Please let us know if you need further assistance.Sincerely,Flo G[redacted]Corporate Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me and the matter has been resolved. For the record, I have received no phone calls or communication attempts of any kind regarding this matter, although the business has claimed they have been unable to reach me.

Sincerely,

Review: I was an online user with coaching went to a meeting and was sold hing, I wanted to add meeting to my service. The [redacted] recommended I purchase a 3 month voucher for $108. This voucher did not work and I could not add meetings to my account. I spent several hours with technical support, they referred me back to the meeting. The staff at the meeting location also did not know what to do. I called back and they cancelled my account but did not issue a refund, so now I have paid more than $150 and received nothing.Desired Settlement: I want to receive the product I paid for coaching, meetings, and online access for 3 months. I would also like an apology and they should receive training to sell the right plan.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been contacting Weight Watchers since the beginning of January regarding weight watchers sending me emails to [redacted]. After speaking with many of Weight Watcher representatives, trying to unsubscribe from their email list I was unsuccessful. On February **, 2015 I called Weight Watchers and spoke to [redacted] a [redacted] there. When I told him that Weight Watcher's unsubscribe on their emails that they keep sending me doesn't work and I want Weight Watchers to stop sending me emails, [redacted] stated that he couldn't find my email address in there list, he said he was escalate this up to corporate so that they could take care of it since no one at their office could see the email address on their list. Since this call I have received 10 more emails from Weight Watchers. I called again today on March **, 2015 to ###-###-#### and spoke to [redacted]. He said he was the escalator and he would escalate this up to corporate. That is the same message that I received from [redacted] on February **, 2015 and to date I am still receiving emails from Weight Watchers. asked [redacted] to please give me the corporate address for Weight Watchers and their phone number and he refused to give me both. He said I am not allowed to give out the street address or Weight Watchers telephone number. He also said if I want to stop receiving emails from Weight Watchers, to [redacted] them as spam. I consider this harassment and I want the emails to stop. I get an email at least every other day from Weight Watchers. No one can find my email in Weight Watchers email list but they keep sending me emails all the time.Desired Settlement: I WANT WEIGHT WATCHERS TO UNSUBSCRIBE MY EMAIL ADDRESS:[redacted] from their email list. I don't want them to send me emails and it is harassment. Stop sending me weight watcher emails to [redacted].

Business

Response:

We have confirmed that your email address ([redacted]) has been unsubscribed from our list. This process takes up to 10business days from the date of your original request. We apologize as previous request to unsubscribe have been unsuccessful. WeightWatchers practice is to send email only to addresses from which we havereceived opt-in permission from the user.Please let meknow if you have any further questions.Thank you,[redacted] Weight Watchers International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I am still receiving emails every other day from Weight Watchers under the [redacted] email. I have never given Weight Watchers my permission to email me and I would like the emails to stop. I consider this a form of harassment for a corporation to continue emailing me after I have asked them repeatedly to stop. Please stop sending me emails from Weight Watchers.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Review: Company advertise a "starter kit" which is mailed out upon sign up. I signed up in September 2014, and as of January [redacted] 2015, I have not gotten this. I have reached out many times regarding this, and I am told each time they are mailing it the next day. I still have no starter kit, and clearly the CS dept is lying to me. I have all ads, and a full chat confirming these things.Desired Settlement: I simply want what was promised, and what I paid for.

Business

Response:

Thank you for contact weight watchers.We show the starter kit was shipped 1/** and delivered 1/**/2015.Tracking # is [redacted] Delivery address is:[redacted]

[redacted] Feel free to contact Weight Watchers with any questions.Sincerely,[redacted]Weight Watchers International

Review: On 2/**/14 I signed up online for WW and paid a 3 month subscription of $56.85 with a credit card. I was only refunded $7.95.

On 2/**/14 I signed up online with WW and paid a 3 month subscription of $56.85. After trying for many hours I found the online WW was not compatible with my Nexus or cell phone so I canceled my subscription that same night. I received an email from WW letting me know my subscription was cancelled and my refund of only $7.95 would be refunded. In the email there is no other way to contact them other than email which I promptly send one letting them know I want the entire $56.85. After not hearing from them for over two weeks I sent another email to the same customer service email address. I just received my credit card bill and the only refund was $7.95. I finally found a telephone # for WW after looking on many different sites as it is not on any main sites and easily accessible. I called and talked to [redacted] who was very nice but needed to see what her [redacted] would decide, per her [redacted] whose name could not be given flatly said no more refund would be given I asked why and was told I should have called the time I received my cancellation email but as I explained no telephone # is provided on that email she still said flatly no to my refund. I did every thing I was supposed to do and I believe the refund in full should be given to me.Desired Settlement: refund in full of $56.85

Business

Response:

Weight Watchers values our customers and takes pride in making sure our products meet and excees their expectations.

The individual subscriber is responsible for the terms of their subscription including the price plan under which they are billed and for cancelling their account before it is automatically re-billed.

In this case, the account was cancelled by subscriber email response and auto refund was applied.

We evaluate eligibility for refunds on the basis of when the e-mail, fax, or letter requesting cancellation was sent. Customer Service is important to us, we have issued a full refund to the account. The refund usually takes 3-5 business days to reflect from today's date of 3/**/2014.

Weight Watchers Customer Care

Consumer

Response:

However they did not mention what the dollar amount would be so after I receive the refund I will let you know if I did not recieve it or the correct amount thank you, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I cancelled my account with Weight Watchers on 12/**/2013. I continue to receive newsletter and advertising emails. I spoke to Weight Watchers Technical Support on or around 1/**/2014 to discontinue emails. They assured me they would stop. I continue to receive emails as of 1/**/2014. The emails are being sent to the address I had on file with the company: [redacted]Desired Settlement: To cease all emails.

Business

Response:

Thank you for contacting Weight Watchers.

Weight Watchers.com values our customers and takes pride in making sure our products meet an dexceed their expectations.

We apologize as there are records of your calls, however, no email cancellation request.

We are sorry to hear that you no longer wish to receive our newsletters and updates.

We appreciate your patience while we submit a request to our e-mail control center to have your e-mail address removed from the database.

Please allow up to 3 weeks. Additional emails may arrive until the process is complete; please feel free to delete them

Review: In January I signed up on-line for 3 months of on-line weightwatchers for $59. I stopped using weightwatchers after the 3 month period, assuming I was no longer a member. I paid the $59 by credit card. My husbands pays our Jet Blue credit card. I just reviewed the one we just rec'd and there are 2 charges from weight watchers fo 18.95. I was shocked. I called and they have been charging me 18 a month since the 3 months were up. They said there was verbage below saying they would continue to charge 18.95 after the 3 month period if I didn't cancel. I did not see this and haven't used it since March. They said they were too big to track if I have used it. I asked for a refund and they said there was nothing they could do. I waited on-line for a supervisor who gave me no satisfaction. I asked at a minimum to give me the 4 months they had charged me that I hadn't used back for free. I said I was going to report this to the Revdex.com and then he said to hold on and he'd see if there is anything they can do. He came back and said there is nothing they can do. I can't believe a big Co. like that couldn't at least give me back the 4 months I had paid for (unknowingly). The first person I spoke to was [redacted] and the supervisor was [redacted]. I will never use weightwatchers again. The woman did say they have received a lot of similar complaints, but there was nothing they could do. I would appreciate any help you can provide or at least warn others. Thanks for your time. Sincerely, [redacted].Desired Settlement: At a minimum they should provide me with the 4 months of weight watchers on-line that I unknowingly paid for and did not use.

Business

Response:

When she subscribed to Weight Watchers Online and submitted her payment, the customer agreed to the terms and conditions set forth in the Subscroption Agreement. The individual subscriber is responseible for the terms of their subscription including the price plan under which they are billed. Due to these terms, she was not elibible to receive a refund.

However, while it is not our policy, customer service is very important to us and we have redited the customers account for $75.80. (credit was issued 7/**/13) She should see this credit on her next credit card statement. Her subcriber acccount has been cancelled effective today.

Much like buying a CD, DVD or software, what the customer purchased is predominantly propeietary intellectual property (the music, the movie or the program). Like many companies who sell these products, our policy is that once you have access ot the product, your payment is non-refundable. As we have no way of knowing if or how much of the diet the customer may have used for her personal benefit.

Weight Watchers Customer Care

I have no issue with the Weight Watchers Program. It is truly the only thing that works, however, they have made cancelling your membership almost impossible. If you call the [redacted] number that give you instructions on how to cancel on line. The instructions say look for an account settings on the web page. this does not exist. I spent at least 30 minutes on 3 separate occasions trying to cancel my membership on line. THE COMPANY NEEDS TO MAKE THIS PROCESS MORE ACCESSABLE AND TRANSPARENT. I FEEL THAT IS MADE INTENTIONALLY DIFFICULT. WW does not need to trap people to be successful.

Review: I signed up for a three month easy pay of 54.99 every three months. Since October Weight watchers has been charging my account 54.99 each month. I would like a refund of 165 for the months that were charged, while on the three month easy plan.Desired Settlement: I would like some of the money that was collected returned to me.

Business

Response:

We received the member's request for a refund. Upon every member's sign-up, before they can complete the process, Terms and Conditions are provided. A member can not complete the sign-up unless they "check" the box for approval. We apologize if the member did not thoroughly review the terms. As a courtesy, we issued a one-month credit for $54.95 back to the member's card.Please let us know if you need further assistance. Have a great day! Sincerely,Flo G[redacted]Corporate Affairs

Review: I joined weight watchers. My work offers a reimbursement for doing weight watchers. I did this last year as well.last year, I signed up for the Auto deduction from my account. I filed a complaint then as well. Weight watchers really messed up my Account by not deducting the right amounts. I said I would not do auto deductions again, which I will not. Fast forward to this year, I rejoined weight watchers and am totally being discriminated against and cannot gget the better rate because I refuse to sign up that way. I pay weekly and it costs a lot moreDesired Settlement: I calculated how much I should get back and I want a refund of 200.00.

Business

Response:

Weight Watchers values our customers and take pride in making sure our product and services meet and or exceed their expectations.We're sorry to hear the member prefers not to setup program via auto-billing. We provide every member with our terms and conditions prior to sign-up. Weight Watchers auto-billing is a pre-billing program designed to automatically renew their monthly subscription. The pre-billing program offers members to participate in the program as often as they like and the ability to access their online features. Please let us know if we may be of further assistance.[redacted]Corporate Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

When weight watchers messed up my billing and cost me hundreds of dollars in fees, you made it right. I refuse to allow you to do it again. I do have a lawyer, but it will cost you a lot more in fees then just doing it right now. You are a great program, but you suck at billing. If you choose not to fix this, I will call my lawyer and let him know that weight watchers is screwing me again. Its your choice

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We apologize if the members disagrees with our policy to register for a subscription program. We require a debit or credit card at the time of sign-up. Unfortunately, we are not able to make any exceptions as this is how the program is designed. The member is more than welcome to pay weekly. If she would like, as a courtesy, we will be more than happy to send four weeks of free meeting room passes provided she's not attending meetings in a locally owned area. If the member would like to receive the passes, she can contact Corporate Affairs@###-###-####.Please let us know if you need further assistance.Sincerely,[redacted]Corporate Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I joined WW over 6 months ago and paid for a 6 month membership. That membership ended around August. I am being billed 444/mo by WW for something that I never use. I have never logged in to their online app, and I dont attend meeting anymore. I attempted to cancel my membership one month ago but I was billed again this month. So not I have 2 months billed to meDesired Settlement: I would like WW to refund me the 2 months payments that I have been charged and cancel my membership with them.

Business

Response:

By subscribing to Monthly Pass, you agreed to and accepted the terms of our Subscription Agreement. Section three of our Subscription

Agreement clearly sets forth the payment and billing terms. Our subscription process is the same as many other online subscription processes, which automatically renew your account and bill your credit card unless you cancel.

Additionally, there is a billing message on the page where you select your payment plan during sign up which reads:

"PLEASE NOTE: Your Monthly Pass will automatically renew each month until you cancel. Your credit card will be charged up to 15 days prior to your renewal date at the standard monthly rate (currently $42.95 plus tax for Connecticut) to ensure you receive your new Monthly Pass card on time."

Pursuant to the terms of our Subscription Agreement, we are unable to refund fees paid for months with billing dates that have come and gone.

For more information regarding our policies visit the web pages below.

Monthly Pass Subscription Agreement

Cancellation policy

Weight Watchers International

Review: I was told that if I purchased this product I could get my money back if it didn't work for me, well I purchased it in March **, 2014 and they took $42.95 and they wanted it fifteen days from that date again out of my checking accont but I spoke to a representative on the phone who changed my next payment date to 4/**/14 because I couldn't understand if it was once a month then why did they need that same payment again fifteen days later, they said to make sure I get in the system well I was in the system. So about a week ago I get a card expiring May **,2014 meaning they were going to take another $42.95 on that date and then I received one expiring 6/**/2014 I was livid I tried to call several of time early in the morning and they keep you on hold for hours so I cancelled my account and asked for my money back and I mailed both of my cards back, I want my refund for $42.95 for March 2014 and $42.95 for April 2014 and I want it in a check mailed to my home because I'm livid about the services that didn't work for me.Desired Settlement: A refund for $42.95 twice

Business

Response:

When she subscribed to Weight Watchers Monthly Pass and

submitted her payment, the customer agreed to the terms and conditions set

forth in the Subscription Agreement. The

individual subscriber is responsible for terms of their subscription including

the price plan under which they are billed.

On step one of the sign-up process she entered her

information on the payment plan and health profile page. On that very same page, there is a paragraph

located directly under the payment plan options that explains your account will

be renewed automatically until you cancel.

By clicking on the link below, you may refer to our

subscription agreement for additional inquiries you may have regarding our

refund policies.

[redacted]

[redacted] was

billed 3/**/14(valid pass 3/**/14-4/**/14) and 4/** (valid pass 5/**/14-6/**/14). She attended 5 weeks ( 3/**, 4/*, 4/**, 4/**

& 4/**) of Weight Watchers meetings.

However, while it is not our policy, customer service is very important

to us and we have issued a refund in the amount of $42.95. She is not eligible for two months

refund. She should see the credit on the

next billing statement. Her subscriber account has been cancelled.

Feel free to contact us with any further questions.

Weight Watchers International, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

When I subscribed to weight watchers I saw no such information and was told by a rep that if I wasnt satisfied I could get my full refund. I only attended one meeting. I weighed in some of the other weeks. When you sign up they talk you into getiing the plan that takes money out of your account monthly. I signed up on 3/**/14 and they sent a card for 4/**/14 instead of 4/**/14 abd wznted to take money out of my account in fifteen days again. Absurd, so I called and spoke to a [redacted] who told me they would take out every [redacted] of the month then I start getting passes that showed they were gonna take out May ** and June ** so I cancelled because THEY WEIGHT WATCHERD didnt keep their word. I'm not closing the complaint til I get my other refund this is why I was skeptical to allow them in my account to begin with so get your facts straight [redacted].

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Thank-You Revdex.com, Weight Watchers resolved my issue.

Review: I enrolled in Weight Watchers Online in June 2013. I canceled my membership in September 2013. The last correspondence I received from Weight Watchers was by email on September *, 2013. My husband also joined around the same date and has been receiving magazines and emails up to as recent as last month so when we saw the charges on the credit card we believed it was for his membership. When my husband called to cancel his membership Weight Watchers demanded that they would not help him with the recurring charges on his account until he conferenced in the call with our bank. Today we discovered that although I have received zero correspondence from Weight Watchers since September 2013 and my husband had been receiving emails and magazine, it is my account that has been active and charged this entire time not his. Weight Watchers could not explain why I never received correspondence like I should have with an active account and would not give me a refund.Desired Settlement: I request a refund for any amount paid beyond my original 3 month enrollment fee which totals $170 and change. I had no reason to not believe my account was canceled successfully. Additionally, I have not used a single Weight Watchers service since September 2013.

Business

Response:

Weight Watchers values our customers and takes pride in

making sure our products meet and exceed their expectations. We have made efforts to ensure our customers

understand our products and what they are purchasing. In this customer’s case, we too several steps

to inform that her subscription would automatically renew unless she cancelled.

When she subscribed to Weight Watchers Online and submitted

her payment, she agreed to the terms and conditions set forth in the

Subscription Agreement. The individual

subscriber is responsible for the terms of their subscription including the

price plan under which they are billed and for canceling their account before

it is automatically re-billed.

By clicking on the link below, you may refer to our

subscription agreement for additional inquiries you may have regarding our

refund policies.

However, while it is not our policy, customer service is

very important to us and we have been authorized to credit her account for

$56.85 (3months x 18.95). The credit was issued 6/**/2014. She should see this credit on her next credit card

statement. The subscriber account has

been cancelled effective today.

Much like buying a CD, DVD or software, what you purchased

is predominantly proprietary intellectual property (the music, the movie or the

program). Like many companies who sell these products, our policy is that once

you have access to the product, your payment is non-refundable.

Weight Watchers Customer Care

Review: Upon receiving my husband's credit card bill, we discovered that that we were debited on 2/*, 2/**, 3/*, 4/* and 4/* from Weight Watchers. Then, on 2/* I wrote a check to Weight Watchers. These were all in the amount of $42.95.The issue is they double signed me up and neglected to tell me that my husband's credit card would be debited every month and I did not have to write a check.I called the main number of Weight Watchers. They had me on hold for 20 minutes and hung up on me. When I called back, they had me on hold 15 minutes and hung up on me. The third time I called, they answered and was helpful. After talking to billing they gave me $128.00 back, but that doesn't give me all of the extra payment that we made. When I questioned this, the person was not helpful. When I asked to speak to her Manager, she put me on hold for at least 30 minutes. I believe this was done on purpose. We do not deserve to have our money wasted like this and to not get help from a Weight Watchers person. The person's attitude was like 'oh well, you got triple billed and so I don't know what is going on'. Overall,this experience has not been great. Thanks for your help.Desired Settlement: DesiredSettlementID: Refund

It would be nice to receive something from our overpayment and the inconvenience and aggravation of making these calls and have someone answer who is not customer service oriented. "I don't know" is not the response anyone should make in customer service.

Business

Response:

Thank you for contact Weight Watchers.

We apologize for the error in starting a second account in February.

Customer Service is very important to us and we have credited the account $171.80.

Both subscriber accounts have been cancelled. If she would like to rejoin, please call Weight Watchers Corporate Affairs office at

###-###-#### and an account special will be happy assist.

Sincerely,

Review: Back on February **, 2014, I rejoined WW in [redacted] and had a coupon that gave me 6 months of prepaid membership for 50% off. I was billed $128.85 at that time. On March *, I received an email saying that paypal was deducting $42.95 for my monthly dues. So, I am now being billed twice for the same monthly dues. When I log in to my online account, it shows I am being billed monthly with no discounts. I contacted online customer support, who told me that there was never a $128.85 charge on my account and that I was set up with an account that would deduct $42.95 per month. I replied back to customer service with documentation showing that I WAS indeed charged both $128.85 and $42.95 (I included a bank statement showing that the $128.85 was processed as well as a credit card receipt showing the same and my monthly register with a handwritten notation from the WW leader that said I was charged $128.85 for "6 mo 50% off). It was at this point that customer service stopped responding to me.Desired Settlement: I would like the $42.95 refunded and to have the account adjusted so I am not billed $42.95 for the remainder of the 6 months. I would also like something as compensation for the hassle this has become.

Business

Response:

Thank you for contacting Weight Watchers.

[redacted], We are unable to locate the account which was billed via Pay Pal. We did experience a technical error 2/[redacted]/14 and this account could be apart of the issue.

Can you please contact our [redacted] @ ###-###-#### for assistance? 7am - 6pm CST

It will require looking up the information with your credit card number, and applying the credit back to the given card. Also, assiting you with the account set up @ $42.95.

Use this subscirber number: [redacted]

We apologize the contact center was unable to assist you and look forward to providing resolution.

I had been trying to cancel my monthly pass subscription for over an hour. I called several times. The person on the other end would not cancel my subscription, he kept asking for my last name, and zip code...and to slow down...I do NOT speak quickly in the first place...It got to the point where he asked me to call back again. They are now continuing a subscription I can not afford to keep...they are stealing my money!!!!!
The weight loss plan is great...I just can't afford to keep it up right now.

Review: In October 2015 I bought a 3-month membership in Weight Watchers. It expired 1/*/16. On 12/**/15, due to changes in their program and technical issues with their tracking tools, I canceled my membership using their online form. On 1/**/16, they charged my credit card for another month membership. I disputed this charge with my Credit Card company, who took the charge off my bill. I emailed Weight Watchers' customer email to ask them to honor my cancellation request. Since then, they have made further attempts to bill my credit card for this canceled membership, and sent me notices of their failed attempts (my Credit Card company blocked the charges after the initial disputed charge). Each time, I have emailed them a reminder that I have canceled my account. As of today, 2/**/16, this has still not been resolved.Desired Settlement: 1. Stop any further attempts to charge me via credit card or any other means for a Weight Watchers membership.

2. Provide me with a written statement that my account has been canceled due to MY request in December 2015, and that they will no longer charge me. Include an admission that their attempts to charge me were erroneous, and apologize for their error in charging me after my December cancellation.

3. Do NOT attempt to represent their failed attempts to charge me as being the result of my failure to live up to a commitment to pay.

Business

Response:

Thank you for contacting Weight Watchers. We received the member's request to cancel their Online account and issue a refund. We provided via the member's email a confirmation where account was cancelled and a refund of $19.95 has been applied to the account.We apologize for any inconvenience to the member. Please let us know if you need further assistance.Have a great day! Sincerely,Flo G[redacted]Corporate Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I attempted to cancel my account subscription online four times. My card has continued to be charged even after cancellation. On December **, 2015 my debit card on file expired and I received notice from my bank that the charges were blocked but 10 minutes later the charges were processed. I never updated the banking information to allow these charges.

On January [redacted] I had to call Weight Watchers directly to request my account be cancelled (it was still active after cancelling it four separate times between Nov - January). I received a cancellation notification as well as a promise of two months refund. Later that afternoon my account was credited in the amount of $39.90 but the next business day the amount felll off and the charges for January returned.

I cannot get a customer service representative to tell me how my card continued to be charged even thought the card was expired. This is not only extremely poor business practice but extremely illegal,.Desired Settlement: I wish that any and all of my information associated with Weight Watchers be purged from their system, my account refunded for the two months that I was erroneously charged. I also want a full investigation in to why my account continued to be charged after four online cancellations and two phone calls.

Business

Response:

We received the member's request for a refund. Upon signup, every member is provided with our Terms and Conditions and can not proceed unless they authorize. We apologize if the member did not thoroughly review the terms.We here at Weight Watchers value every single member and as a courtesy, we issued a refund for $39.90 on 1/**/2016. The refund process takes approximately 3 to 5 business days.Please let us know if you have further questions. Have a wonderful day!Sincerely,Flo G[redacted]Corporate Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This does not satisfy my complaint that an attempt to cancel this account FOUR TIMES online yet continued to be charged two more months I did read the terms and conditions and take serious offense to the allegation that I did not. It also does not explain why my card continued to be charged after the expiration date AND four attempts to cancel.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for contacting Weight Watchers. Our records show the refund for $39.90 was applied to the member's card on 2/*/16.Please let us know if you have further questions. Sincerely, Flo G[redacted]Corporate Affairs