Weight Watchers International, Inc.

Review: Since 2012, I have been writing the company asking them to cancel my membership and refund the monies they have charged to my MasterCard, yet they have failed to do so, nor have they responded to any of my letters. They have been charging my card $39.95 per month, despite having had intervention from the credit card company in early 2013.Desired Settlement: I want the company to refund my money, period. When I owned a small business and there was the smallest complaint, whether valid or invalid, I was required by law and in principal to refund money and promptly did so. The failure of Weight Watchers to even respond to my multiple requests shows horrible customer service and little regard for the financial well being of any one but Weight Watchers. I am angry and want them to refund my money, acknowledge my request, and hopefully to apologize for their blatant disregard of the appropriate customer service protocols.

Thank you for your help.

Business

Response:

WeightWatchers has made numerous attempts to reach [redacted] the last being on 08/**/14 to the email address we have on her Monthly Pass account. We have tried to contact [redacted] by telephone , however the phone number provided on her Monthly Pass account is a non working number.

Your Monthly Pass subscription has been canceled effective 09/**/14.

However, our records indicate that you have already been billed for your next subscription month. We have issued you a credit, which you should see on your next credit card statement. You will be receiving a new Monthly Pass card via postal mail. Please destroy it.

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

WeightWatchers International

Review: After being referred to weight watchers I decided to download the app on my phone to get an idea of how it works. I thought the app would be free so I was shocked when it rerouted me to enter my credit card information. After the completion of the set up I went to use the app. The app did not have anything on it that I ate and was not helpful at all. The next day I called customer service but they were already closed. I tried to find away on the app it self to cancel but there was nothing there. The app remained on my phone due to my busy schedule but was not being utilized. I called into customer service to ask them to refund my money because I was unable to use the app and have not open but that one time. The customer service agent told me they couldn't refund the initial payment only the monthly fee of $20 so that would be $50 down the drain for me. I was transferred to a [redacted] after the agent put me on hold to tell her not to help me so when she came on she was not help either. I then hung up and called again. The lady that picked up told me that the previous [redacted] had noted my account and asked me if I wanted to speak back to her. I told her no I wanted my case escalated to corporate. She put me on hold stating that she was escalating my case to corporate but instead transferred me back to the [redacted] I asked not to speak with. When I explained to that [redacted] I did not want to speak with her she transferred me back to the initial customer service agent I spoke with. I asked several times for them to escalate my case to corporate but was told if I did that they would not refund the $20. Even when I explained that the initial payment is separate from the $20 and that's what I want to contest they still told me either I take the $20 or nothing at all. Horrible customer service. This company seem to be set up not to help people with weight lost but to just make money. My intentions were to sign up with a class where I can get help since I was unable to use the app but due to this experience I am discourage to deal with weight watchers in the future.Desired Settlement: I would like a refund for the initial amount paid because I did not use the app due to the lack of options given.

Business

Response:

We do not access or monitor individual accounts in order to determine refunds based upon non-usage. In accordance with 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.

We evaluate eligibility for refunds on the basis of when the cancellation was sent. Due to these terms, you are not eligible to receive a refund.

Please refer to our subscription agreement for additional inquiries you may have regarding our refund policies by visiting the following page:

As a customer courtesy we issued a refund of $20.35 on 07/**/14.

WeightWatchers International

Review: I joined Weight Watchers online through my medical insurance. The insurance is provided through my employer, [redacted]. Two Weeks prior to my insurance coverage I called Weight Watchers and had requested my subscription be canceled when my insurance coverage terminated. I was required to provide my bank debit card number at the time of signing up with Weight Watchers even though my insurance paid for the program. My Insurance was to cancel in April 2013. When I called Weight Watchers the lady I spoke to said she would make sure my account would not be charged and would enter my request to stop the subscription.Yesterday, November *, 2013, I was looking over my bank statement and noticed Weight Watchers had been taking $16 and some cents from my bank account. I called them and spoke to a Lady named [redacted]. She stated they had no record of me calling to cancel. I am extremely upset because my initial call I was assured this would not happen and my weight watcher subscription would end when my insurance coverage ended. I am going to try to get my phone records to see which day I spoke with Weight watchers to cancel my subscription. I am sure it was about the mid March 2013.If I had planned on continuing my subscription I would have contacted my insurance company to continue at no cost to me.Thanks you,[redacted]Desired Settlement: I would like all debits taken from my account after my insurance coverage for Weight Watchers had lapsed be returned to my account.

Business

Response:

When members use the on-site cancellation process to cancel their subscription, the account is cancelled automatically and the member is sent an e-mail confirmation to the e-mail address listed in their profile. If the member did not receive an e-mail confirmation of her on -site cancellation, it is possible that it was blocked by the e-mail Spam filter or the address in her profile was not up-to-date.

Cancelled my subscription back in February, and when I did so, their online cancellation process indicated that all automatic monthly payments as well as my access to their services would cease as of February of this year. It also indicated that no further action or communication was needed. Just discovered after a detailed look at our accounts that they have since been charging us monthly for their services since then up through May without my knowledge or consent. Absolutely ridiculous.

I signed up with this companies program and now I am no longer using the program. They keep sending me their advertising emails. I tried to unsubscribe but they won't allow it unless I provide my physical home address so they can sell it to a third party. I gave them my email address and they refused to remove it from their emailing list unless I gave them my physical home address.

Review: I signed up for weight watchers the [redacted] of October for their monthly plan. The only reason I signed up was because of their advertising saying try weight watchers for three months or your money back; if it weren't for that guarantee I wouldn't have signed up and I wouldn't have stayed for the three months required to get the refund; I would have quit right away. I try the plan for three months, don't lose weight, and when I go to get my money back I find they completely changed their refund policy and there is no way for me to get a refund. I called them and they said they changed their entire website and refund policy in November to try it for two weeks for a refund, and they refuse to honor the money back guarantee I signed up with. They only agreed to refund me for one of the three months, so 44.97. They refused to refund me for the other two months.Desired Settlement: I would like them to honor their initial refund policy and give me my money for the three months back.

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's concerns in regards to program registration. Every member must review the Terms and Conditions upon signup of the program. The program stated to try the program for three-months at the promotional price. The members have an option to discontinue the program whenever they like. Weight Watchers has never had a try-it program and if it doesn't work, we refund you.We apologize if the member upon signup did not thoroughly review our Terms and Conditions.Please let us know if you have questions or concerns. Have a wonderful day!Sincerely,Flo G[redacted]Corporate Affairs

Review: I signed up for a 3 month membership special that was offered in May of 2014 for $56.85 ($18.95 per month). I declined to renew or continue the services and cancelled my subscription in August of 2014. I began receiving monthly billing in September of 2014, which went unnoticed until January of 2015. The total recurring monthly billing after the initial 3 month membership (May-August 2014) equals $95.75 ($18.95 per month for September-December 2014, $19.95 for January 2015). I never received any communication that the monthly billing would take place or had taken place, nor did I use ANY services after the initial 3 month membership.Desired Settlement: I am requesting a full refund of the unauthorized recurring monthly billing ($95.75 total).

Business

Response:

Thank you for contacting Weight Watchers.A refund was applied to this subscriber account in the amount of $95.75 January **, 2015. The credit should be showing on the next billing statement.The issuing department left a voice mail message and sent an email with this information.Please let us know if you have any further questions.[redacted]Weight Watchers International

Review: I joined weight watchers for $42.95 @ month on May *, 2014. However, I decided to cancel my membership the same day. I tried calling several times and was put on excessively long hold times. I finally reached a customer service person that evening (after another 20 minute hold) who cancelled my membership and assured me I would get a refund. I was given a confirmation number and I got the person's name. After more than a week I still did not see a credit to my account so I called again and finally reached another person (after another excessively long wait) and was told the refund was never put through. As of now I still did not get a refund. The company acknowledges that there is a 5 day cancellation policy and I cancelled the same day, but did not get a refund. The original customer service rep. lied to me when he told me he was processing a refund. He did no such thing. On May **, 2014 I called again and after another extremely long wait time I reached another customer service who verified that my membership was cancelled but was unable to explain why the refund was not processed. The 800 number always had outrageously long wait times to reach a service person - each time I waited over 20 minutes.Desired Settlement: I want a complete refund of my $42.95 charge.

Business

Response:

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

We apologize for the delay in issuing a credit. The account was closed 5/*/14, however, a check was not requested on 5/**/14.

Please allow 2 -3 weeks for the check to be processed and mailed to the home address on file.

Please let us know if we may be of further assistance.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I do not wish to close the case until I have received my refund. The service rep. on the phone asked me for my credit card information so they could issue a credit card refund. Your response indicates that I will be receiving a refund check in the mail. Since Weight Watchers does not seem to know what exactly is happening, I am not agreeing to close the case as of yet. So far I have not received anything - not a check nor a credit.

Sincerely,

Review: I signed up a 3 Month Subscription ONLY!! I just became aware that Weight Watchers has been debiting my account $18.95 the first of each month starting 4/**/2014 through 7/*/2014 totaling 75.80. I have been on-hold for the last 30 minutes in an effort to speak with someone about the problem. I am seeking a REFUND in the amount of $56.85.Desired Settlement: I would like $56.85 refunded to my debit card for the charges occurring on 4/*/2014, 5/*/2014, and 6/*/2014. I ONLY signed up for the 3 MONTH Subscription (1/*/2014-3/*/2014 ONLY). If they continue to automatically debit, I was not notified of this practice nor was it made obvious when signing up for the 3 month subscription. This is a deceptive practice. After 33 minutes on hold, I reached a "Billing Questions" person. He refunded the 7/*/2014, but not the other charges for April, May or June in the amount of $56.85. I want a FULL refund in the amount of $56.85! Thank you!

Business

Response:

By subscribing to our product, 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 subscription will be automatically renewed at the end of your payment plan at the standard monthly rate ... until you cancel."

The billing message also appears near the bottom of the welcome page that you are taken to after you have successfully completed the subscription process. You are given the option to print the welcome page, as it is your receipt.

Our records indicate that you were issued a courtesy credit of $18.95 on 07/**/14

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:

I requested a refund for $56.85 to my debit card for the charges occurring on 4/*/2014, 5/*/2014, and 6/*/2014 ($18.95) per month. I was not given this refund I ONLY signed up for the 3 MONTH Subscription (1/*/2014-3/*/2014 ONLY). I have read the response from Weight Watcher International and am NOT satisfied. Although the "fine print" may read you must cancel,l Weight Watchers must make a lot of money off of people who forget or are not notified that they will continue to be billed. This seems like an intentionally deceptive move to make more money off of people.The only emails I receive from weight watchers is to buy more stuff "on sale." I would expect that Weight Watchers would want to make this process more EXPLICIT and do the right thing. WW can be sure I will spread the word about their abuse of power and lack of willingness to refund me my money for a program that I did not use~~ Shame on you weight watchers!

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

Sincerely,

Review: I had ordered a scale on April 18th, the payment was deducted from my checking account,but, the next day they put it back into my account. So I looked at my order status and it said to re order it, so I did. Now they are saying I ordered 2 scales and have two payments for 52.20 pending in my checking account. They also have 2 separate order numbers . And since they did that my check that I have out for my landlord for rent is going to bounce. I want you to fix this problem now so only one payment will go through tonight .Desired Settlement: I want the 52.20 for the 2nd order (the one I did not order,but, they think I did) put back into my account as a credit and I need this done asap.

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,

I just have to return one item and they will refund the money.

Review: I have unsubscribed from [redacted] emails and I continue to receive them. I contacted customer service via their contact me email address. I received a response saying they would look into it and that it would take 3 weeks. That was in December. I have followed up numerous times and even pre-warned them that I would be filing a complaint if I didn't hear back from them...still no work and I receive emails from them multiple times a week. PLEASE HELP.Desired Settlement: Removed from email database.

Business

Response:

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

We are sorry to hear that the consumer no longer wishes to receive our newsletters, reminders and updates.

The following e-mail address has been unsubscribed from receiving WeightWatchers e-mail:

We’ve taken steps to ensure the consumer will not receive further communication.

Please allow up to 10 weeks for us to remove the e-mail address from all of our systems. If we contact the consumer within this period we apologize for any inconvenience.

Weight Watchers Customer Care

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 do not want to close this ticket until I am officially removed from their email database. The email I received from weight watchers about my complaint said that I will be removed from all email databases within 3 weeks (which they also said in January). This notification says 10 weeks, another 3 months?

Thank you for keeping this open.

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

Sincerely,

Business

Response:

Thank you for your patience.

I have re-confirmed that your email address [redacted]

been unsubscribed from as of April *,

2014.

Should you receive another email - Please open the

email message, scroll to the bottom of the email message and provide us the

email address.

Our practice is to send email only to those addresses for which we have received opt-in permission from the user providing the email address.

Please let me know if you have any further questions.

Weight Watchers International, Inc.

Review: I am a life time member which means I receive free e tools. I was charged for the e tools. I called weight Wsatchers and they isuued a credit. When I received my credit card statemnet, it shows the charge was placed on my credit card again. My credit card billing also shows another charge for 12/**/2013. I have called, placed on hold over 15 minutes. Called told I did not enter a "code". I have the email conformations showing I entered the code, yet they refuse to credit the amount.Desired Settlement: Not to be charged for something I do not owe. Refund of 2 months of fees.

Business

Response:

Thank you for contact Weight Watchers.

The individual subscriber is responsible for the terms of their subscription. In this case, when entering the LT voucher code the submit button must be hit and confirmation will be received of the account being extending.

Customer Service is important to us, we will issue an additional two month credit of $29.90, knowing the LT member is aware of the code issue and how to activate going forward.

Please let us know if we may be of further assistance.

Weight Watchers Customer Care

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

As of 1/*/14 a credit has not been issued to my credit card and the company, Weight Watchers fails to take responsibility for the error they made in billing. They still claim in their responce to this complaint I that I did not enter a code correctly, when I have an email (attached) from them confirming I did.

Sincerely,

Business

Response:

The credit can take up to 3-5 business days to be seen. The credit was applied to your account on 1/*/2014 of $29.90 which is two months of $14.95. If you do not see the credit as of Tuesday 1/**/2014 please contact us at ###-###-####.

I tried to sign up last night and although their screen says my cc was denied which in fact it shouldn't have been it then charged me 4 times, draining my checking account of 200 bucks. I called today and the less than helpful person said I dont have an active account and all my money should be refunded in 24 to 48 hours. If its not I will call them everyday til I get my money back.

Review: I joined Weight Watchers when they were advertising a free three-month trial. It was advertised that if the membership was cancelled before the deadline, a refund would be issued. I have a receipt showing April **, 2013, for the subscription start date. After two weeks or so, I notified Weight Watchers that I could not do the program and wanted to cancel the trial membership. I have been told numerous times--on the phone and via E-mails of which I have kept some showing they issued credits--that they were refunding my money. However, those credits never reached my bank. I've talked with several customer service representatives who've told me that credits were issued twice but then they were put on hold. No one seemed to know why they were put on hold. I've most recently talked with a customer service representative who said she would contact headquarters so something could be done; that was on August **. When nothing ever was sent to my bank, I called again and talked to the same CSR who said she would again contact headquarters via E-mail and would attach a copy of the first request she had sent to them. That was on September **. She said she would ask them to call me. This is now October * and still I've heard nothing from anyone regarding the $56.85 refund that I should have received, by my estimations, in May. I realize it has only been seven business days since I last spoke with them but I've been told, too, that it shouldn't take any longer than seven business days for a credit to reach my credit card account.Desired Settlement: I just want my money back since I complied with their trial period requirements. I made sure I cancelled the subscription well before the three months were up. However, they have not carried through with their part of that agreement to refund the money. I would be happy if they even sent me a check. Perhaps they owe me interest for keeping my money so long??!!!?

Business

Response:

A refund check in the amount of $56.85 was processed on 10/*/2013. Please allow up to 2-4 weeks for delivery. If you have any further questions regarding your refund, please contact us at ###-###-####.

Review: Hi, Thanks for your attention to this. In October of 2012 I signed up for a 3 months 'savings plan' that Weight Watchers was promoting. At that time I signed myself and one of my children up for this. A few months later I came to my attention that Weight Watchers was unable to withdraw their payment from my (Discover card account. I was socked to find out that subsequent to the 3 month fee, Weight Watchers was billing my account monthly ( and at the regular rate). I opened a dispute with Discover Card re the charges to my account that I had been paid to Weight Watchers without my knowing consent. Weight Wachers on their part generated documentation that, not surprisingly, indicated that in additon to signing up for the 3 month savings plan, I had also signed up for (a seemingly infinite) every month thereafter at the full rate. Also, on a seperate sheet, Weight Watchers submitted a copy --with no proof that I agreed to it's content, or that I was aware of it), or that I signed it , in which in a tiny font said something that is truly not legible or decipherable re automatic charges to my account. Discover Card accepted this documentation and the disputed funds were again removed from my account. When I learned of this, I called Discover and said, the item on the documentation that Weight Watchers submitted to you, indicating that in addition to the initial 3 mo. plan I had signed up to another plan is simply false. A Discover card rep. sugggested we contact Weight Watchers and have a 3 way conference call. The Discover rep. conveniently vanished during the conversation, and the Weight Watchers representative's contention was that 'in their thinking', the 3 month plan is Weight Watcher's way to start people off so they continue. Clearly, Weight Watcher's thoughts and hopes, are not a justification to taking the tremendous liberty of then going in to custmers' accounts thereafter, just because they now have the customers' personal account information. I managed to reopen the dispute with Discover after telling them that I will need to invove other agencies.Desired Settlement: First and foremost I would like Weight Watchers to stop having the wherewithall to commit fraud and prey upon unsuspecting people- their consumers. Thank God , the Revdex.com is available as an idependent entity to help govern other agencies and stop and prevent fraud. I hope that change comes about. Secondly I hope that Weight Watchers is held accountable and is ordered to remit payments to customers whom they preyed upon. Thirdly I hope that Weight Watchers will be throughly audited and monitored since they appear to be experts at designing ways to commit fraud-- on which they get many returns - since they take the liberty of taking unauthorized fundsmonth after month after month. I am sure that many people are simply unaware, since we simply don't have a doubt re what we are signing up for and out guard is down. When we may become aware, Weight Watchers makes it very very difficult to stop it, as do banks or credit cards, and having the funds that had been taken fraudulently from customers accounts is not returned. It's a con game, which Weight Watchers is dominating. My hope is that you can take this power away frm them. any thanks, [redacted]

Business

Response:

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.

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). 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.

By clicking on the link below, you may refer to our subscription agreement for additional inquiries you may have regarding our refund policies.

Weight Watchers Customer Care

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]

Weight Watchers continues to subvert honest business practices in offering me the refund that that they have. While I am choosing to 'cut my losses' in settling on three months, I deem the amount dishonest. Weight Watchers names the monthly amount as 18.95. The actual amount which was repeatedly and consistently deducted is 18.95 x 2 per month. Also, while I am willing to resolve this by accepting a full refund for three months. I am also requesting that any fees deducted after June of 2013 will be returned to me. This is a conservative request on my part, considering that I opened the dispute with Weight Watchers and Discover card earlier than this. To my surprise, funds continued to be taken out of myaccount despite continued efforts on my part to stop this.

Additinally, it must be noted please that following my learning that Weight Watchers was withdrawing fees from my account I emailed them, asking them to end my subscription. This was in June. my emails to cancel my subscriptions were not responded to. Subsequenly , that month, I spoke to a Weight Watchers representative who told me she was cancelling my subscription.

When I disputed the charges to my Discover credit card, Weight Watchers sent them written documentation, ( Discover sent me a hard copy- one re my subscription, and one for my son's) stating that they were closing both the accounts 7/*/13.

In their latest response to Revdex.com-- Weight Watchers says they are closing my account, effective that day (in July). They then offer a refund for a fraction of the months-- for one subscription.

I am left to question whether Weight Watchers did in fact end my subscription, or will it once again, re- open, yet again. Additionally, I believe based on Weight Watchers' acumen in committing business fraud that the stipulation of refunding 18.95 for three months was not an accident. I a mentioning this here specifically because I expect that they are settingthe stage for further fraud.

Consistent with my prior many futile efforts with Weight Watchers, I would make the educated guess that they have intentionally , stealthily left out the second subscription ( to them endless stream of funds) when answering the Revdex.com. Again, identical with their past m.o. , Weight Watchers hopes to bamboozle whomever the unfortunate person dealing with them may be, in order that, later on, they will present to you wide eyed and claim that they thought you were only seeking to end/ get arefnd for one of the subscriptions.

The refund should be for more than three months. But there is only so much time and energy that I can afford to allocate to resolving this ( something Weight Watchers counts on). Therefore, yes, I will accept the 3 monts refund, albeit for the correct amount, not for the

$18. 95. Additioanlly, seperate from the refund for the three months, I am requesting a refund for any fees FOR BOTH SUBSCRIPTIONS that were taken in the months of June, July or August of 2013.

With much appreciation for all your help at th Revdex.com,

Sincerely,

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

Sincerely,

Business

Response:

We appreciate hearing your perspective on this policy and we always welcome suggestions from our members on how to improve program offerings. Any prorated refunds would only apply within the initial term of the promotional offer. Looking at the specifics of your membership, the initial three month promotional term was completed and your subscription auto renewed using a standard month to month billing plan. While the terms and conditions presented at time of enrollment do list these policies we understand your position and have in turn issued a refund credit for the final month’s charge of $56.85 towards your sons account. No further refunds will be issued to either account. We wish you continued success in your weight loss journey and hope you will return to Weight Watchers in the future.

Weight Watchers Customer Care

Review: I take issue in being enrolled in a monthly auto-enrollment for their overpriced "weight loss" tracking App. I was enrolled an online program for a year. After that I enrolled in a 6 month program. Half way through my enrollment, I realized that there are better app's out there and cost way less which meet my food/exercise tracking needs. I recently saw a monthly charge on my debit card on August ** (Sunday). Upon calling to cancel my account I requested to be reimbursed for the $18.95 I was charged. The representative refused to do that. I asked for a supervisor and after a 15 minute hold, no one showed up, leaving me to have to take more time out of my day to call back. Their deterrent tactic is highly unprofessional. The rigidity around returning the consumers money is unbelievable. You cannot take liberty with peoples accounts like that. When I told the representative that she can check my log-on times and frequency to see that I have not been using their products in months, she stated that they don't track that when I know for a fact that they do. Overall, I expect that a customer gets the same service when they cancel their account as they do when they open and/upgrade. Waiting this long to discuss something as wanting my money back for an unused product within a short timeframe shouldn't constitute several calls, wait time for "supervisors" and strict monitoring of my debit cards.Desired Settlement: I would like for Weight Watchers to return the monthy fee they automatically charged me for a product that I stopped using months ago.

Business

Response:

We appreciate hearing your perspective on this policy and we always welcome suggestions from our members on how to improve program offerings. Any prorated refunds would only apply within the initial term of the promotional offer. Looking at the specifics of your membership, the initial three month promotional term was completed and your subscription auto renewed using a standard month to month billing plan. While the terms and conditions presented at time of enrollment do list these policies we understand your position and have in turn issued a refund credit for the final month’s charge of $37.90 (2 months x $18.95). We do not monitor individuals account or activity. Her subscriber account has been cancelled effective today.

We wish you continued success in your weight loss journey and hope you will return to Weight Watchers in the future.

Weight Watchers Customer Care

Review: I tried to cancel my subscription to weightwatchers.com on or about 1/**/16. This was not processed and I was billed again on 1/**/16. I cancelled it again on-line the same day. I was billed again yesterday for the next month. I cancelled online again today.

I initiated an on-line chat with an account representative to request a refund. They would not refund my money and said my subscription would continue until 3/**/16.Desired Settlement: I would like a refund of $39.90 due to the failure to timely cancel my subscription.

Business

Response:

Thank you for contacting Weight Watchers. We received the member's requested. Upon mbr contact, the subscription fee had already been charged. Weight Watchers does not pro-rate the subscription program. Because we value every member, we have issued a refund for $39.90 of which the member should receive within 3 to 5 business days. Please let us know if you have further questions and we'll be more than happy to assist you. 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 find that this resolution is satisfactory to me and the matter has been resolved. I greatly appreciate this prompt resolution.

Sincerely,

Review: The cancellation page on weightwatchers.com DOES NOT WORK. After six attempts to cancel online (using two different browsers & computers) and an email to their Accounting department, I am still getting past-due notices for my February bill. I sent a second email this morning. Luckily, I cancelled at the same time that my credit card expired, because otherwise they would have my money and I would be on my 8th attempt to get this resolved. I will never do business with them again.Desired Settlement: I want Weight Watchers to close my account and stop contacting me about payment. I would also like it if they would resolve this issue with their web page, so nobody else has to deal with this in the future.

Business

Response:

Thank you for contacting Weight Watchers.We apologize for the technical issues Weight Watchers is experiencing. Weight Watchers online subscription has been cancelled as requested.Feel free to contact us with any further questions.Sincerely,Weight Watchers Customer Support

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: To: CEO James R. Chambers, CFO Nicholas H[redacted] and COO Byron C[redacted]

From:

I do not have an account number to give because I did not know I had an active account

Today I looked at my credit card statement and was horrified to see that weightwatchers has been charging me over 2 years for something that I did not use. I called weightwatcher in hopes of resolving this matter, I asked the first representative how we could resolve the issue and she initially stated that she could only reimburse $19.95, I advised her that this is unacceptable and that the site was misleading, she said that was all she could do. Then she advised me that she could reimburse me for 3 months or $59.85. I advised her again that I have never used the account with the exception of signing up to find out what I could do and how to jump start weight loss, and I had no idea that I would be charged every month for something I had not used. I asked for a corporate address, or a customer relations address, she stated that she would get me to a supervisor. I was transferred to someone (who later told me she was not a supervisor). Here is where the issues began, I am not sure what is the bigger problem, me having been ripped off or the poor customer service I received, which I had to remind your “pretend supervisor” that she was giving. I had to end the call because she wanted to argue, PLEASE LISTEN TO THIS CALL. First she informed me she was looking for the address and then stated she does not have an address for either department, and she would have to email them. I asked for the email address and she insisted that she had to send an email to them and I would have to wait 7-10 days before someone would contact me. I would be ashamed to have one of my supervisors speak to anyone in the manner that Jonvies did. She wanted to talk over me because she was upset that she informed the representative to give me 3 months of charges back, and I stated to her, “so there was no reason for me to speak to you because you only repeated the information the initial representative gave to me”, that must have been some sort of trigger for her, because here is where she told me I was being rude. I stated to her that I was not being rude to her, I was stating facts that her and the representative told me, so if she could clarify what she meant by being rude, she couldn’t, so she stated that she was sorry if I felt this way, and I informed her that she does not know me or my feeling. Her entire tone, told me that she was not being empathetic to my situation, and that she must have wanted to help with giving a bad name to weight watchers. She is upset because I would not allow her to undermine my intelligence with that statement.

My husband obtained the Corporate address (and someone who works for you did not know, or if she did she was unwilling to provide me that information), so now I am writing what is listed as the CEO James R. Chambers, CFO Nicholas H[redacted] and COO Byron C[redacted] in hopes or coming to a resolution as I am out of over $480 that I was unaware of being billed.

I am looking for resolution in this matter; again please check that account and you will see there is no usage. I am appalled as a consumer that I was treated this way. I am not confident that Jonvias will forward the information with the correct information or any information for that matter. If you listen to this call I am positive you will find several coaching opportunities for this representative Jonvias (now that I know she is in fact not a supervisor). I hope this treatment can stop here for your customers as training is apparently needed in this department. Please contact me and let me know how we can resolve this matter.

I am furnishing a copying the Revdex.com, and the Attorney General as they do have an email address that I am able to use.

Thank you for what I hope to be a prompt response.Desired Settlement: I would like to have a refund of my money I have never used this service.

Business

Response:

We received the member's request for a refund. Upon member sign-up, each member is provided with terms and conditions twice before they can move forward with completion. We apologize if the member did not thoroughly review those terms. Weight Watchers does not have the ability to monitor a member's usage, as the program is a self managed program and is the total responsibility of the member.As a courtesy, we applied a refund for $119.70 on 2/*/26 which will be applied to member's account within 3 to 5 business days. Please let us know if you have further questions. Sincerely, Flo G[redacted]Corporate Affairs

Review: On 8-*-15 I purchased a 1-year plan for Weight Watchers Online via the [redacted] app that a Weight Watchers customer service representative told me I had to use in order to subscribe to a 1-year plan. The amount of the purchase was $182.66 and was paid via [redacted] purchase [redacted]. To date, I am not able to access my account despite contacting the company several times. The representative claim that they were not paid but the amount was taken out of my bank account and not refunded so they were, indeed paid. I was told that there was a glitch with their 3rd party billing company. However, they have received their money and I have no received the product that I paid for a week ago.Desired Settlement: I would like the entire amount of my purchase to be returned to me. I no longer wish to purchase this plan from a company that makes the their customers pay for their mistakes.

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the members complaint in regards to requesting a refund. We apologize but the consumer currently is a Registered User and not a Member for the Weight Watchers program. The consumer has not been billed through Weight Watchers because she went through the [redacted] application. If the member is requesting a refund, she'll need to go through [redacted]. If the consumer's billing is showing the amount was charged by Weight Watchers, she can submit the statement to [redacted] for review. 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have already submitted the receipt to "[redacted]" on 8/**/15 and I have received no response to date. I was directed to [redacted] by a Weight Watchers employee in order to pay for the annual Weight Watchers plan. I paid the money to "Weight Watchers online" via [redacted] per that employee's instructions as can be viewed via the attached receipt and I have not received the product that I paid for. The seller listed on the receipt is Weight Watchers International. On 8/**/15, a Weight Watchers employee admitted to me that "We have researched your account and found that due to an error between our database and the company that does our billing" and yet they insist that they have not been paid. If this is an issue with the companies that they contract to do their billing with then it needs to be taken up with those companies as opposed to denying a customer the product that they paid for or a refund for their purchase. I would like a full 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 [redacted]'s 2nd request for a refund. Upon the member's sign-up via [redacted], any funds are to be refunded by [redacted]. However, because we value each of our members, as a courtesy, we're issuing a refund check to be sent to the member. The check can take approximately 2 to 4 weeks to receive. Please let us know if we can be of 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 satisfactory to me and the matter has been resolved.

Sincerely,