Weight Watchers International, Inc.

Review: I was quite satisfied with weight watchers until I tried to quit. I went on the website and did everything it said I had to do (on Dec **, 2015) to cancel my account. I then was billed automatically on 12/**/2015. I have since gone back to the website and canceled my account online again, twice, only to find that it has not been cancelled when I go back onto the website. I send a complaint to customer service, via their webform last week and did not receive any response nor confirmation. I have now chatted online with a customer service person, who refuses to refund my last charge and they will not send an actual confirmation email now that they claim my account really is cancelled.

They will only refund if I can prove I cancelled my account and emailed customer service, based on emails from them, but I don't have emails from them because their system did not send them. My browser history demonstrates I visited the cancellation website on multiple occasions over the past month.

The chat representative sent me a confirmation number, which only shows up as x's, which makes me believe that if I hadn't asked for it written out properly they would charge me again this month and ask as though it is my fault when I don't have a full confirmation number to provide to them.Desired Settlement: I paid them monthly for a year, I'm just asking for the last month to be refunded, approximately $20.

Business

Response:

We received the member's request for a one month refund. Based on the time the member request to cancel, a refund would not have been offered. As a courtesy, we issued a refund for $19.95 and gave the member a 30-day Time Credit for if she would like to use the Online program through 2/**/16. The member's account has been cancelled and no billing will continue.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:

[I did not receive a refund. They also need to address the fact that the cancel account option on their website does not function]

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

Sincerely,

Business

Response:

Spoke with member directly where she stated the refund has been applied to her card. We apologized for the inconvenience and let the member we extended her Online program at no cost. Please let us know if you have further questions. 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 started ww on March *,2015 and paid with a check. I had to fill out all the information online before the next meeting and I did so. On March *,2015 I checked my online banking and ww was already taking out the next month so the next morning I went to my bank and stopped payment on the check and thought that would take care of it but no it did not my bank called me on Friday and said you were stil trying to take it out so I had to cancel my debit card. I sent 2 emails and the cancellation voucher via certified mail and I called ww and I thought I had all this taken care of . Then I get a call from [redacted](collection agency) so I explain all of it to them and again I think I am done but no I wasn't. On Saturday I received a letter from [redacted] and so today I called weight watchers again and talked to [redacted] and she says I owe the $88 to [redacted] which is just ridiculous. I was told at the meeting we could cancel at anytime I ask her if we could just pay weekly and she said no. Well as I see it I don't owe you $49 . I will be attending the meeting tonight to show al the other people what it has cost me to get out of this mess.Desired Settlement: I will gladly pay for the 2 meeting I attended but now I have to pay a collection agency $88 and the lady in [redacted] says there is nothing she can do. I really find this hard to believe. So I just want you to know I will be telling everyone about how you do people. I sent my cancellation to the address on the voucher and the lady in [redacted] said I was suppose to have sent it there well then that should be the address listed for us to use. All of this is very confusing and costly

Business

Response:

Thank you for contacting Weight Watchers.You would be responsible for payment of the check written to Weight Watchers. This is a non-reporting collection agency of which Weight Watchers uses to collection payments. In order to receive a refund, you would mail the Monthly Pass voucher valid dates (3/** - 4/**/2015) would need to be mailed to Weight Watchers, [redacted].The monthly pass account has been cancelled as of 4/**/2015 so no further billing will occur.Feel free to contact us with any further questions.Sincerely,[redacted]

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 paid the collection agency to stop the harassment but I did mail the voucher back . This is the biggest rip off that I ever have seen

Review: I have been trying to cancel my subscription since December, and you keep charging my account. I have not used your service in nearly a year. I stopped using it less than a month after signing up. I demand a refund of these unused months of service, or a couple months at least.

Not only has this detestable service cost me $14.95 a month for the past 11 months, but you have cost me in NSF fees from my bank on multiple occasions. I thought you would have cancelled my service since I have not used it in nearly a year. Any honest company would not take money for a service from a person that is not using the service. Please, refund my money as any honest company would do in such a situation.

I will also be reporting your company to the Florida Trade Commission and the Federal Trade Commission if this complaint is mishandled.Desired Settlement: A minimum of 3 Months of Unused Service months at $14.95 per month for a total of $44.85.

Total amount for approximately 11 months of unused service totals approximately $164.45.

Business

Response:

Thank you for contacting Weight Watchers.Weight Watchers values our customers and takes pride in making sure our products meet and exceed their expectations. Customer Service is important to us, we have issued a refund in the amount of $59.80 ($14.95 x 4). which usually takes 3-5 business days to reflect from today's date of 4/*/2015.Feel free to contact us with any further questions.Sincerely,Weight Watchers Customer Care

Review: I signed up for the service 2/**/2014. My credit card was stolen, therefore the company was unable to charge my card. I was willing to pay a higher monthly fee, but I didn't feel that I should pay an activation fee because my membership was cancelled less than 30 days ago. I tried contacting customer service for a better explanation and help with the issue. I spoke to two extremley rude reps in two different departments. I requested a [redacted] I was told they were unable to help me. Nothing was ever resolved. The worst customer service ever.Desired Settlement: Please nicely explain to me why must I pay a activation fee. I will pay because the business model and product is great, but when an alternative is presented I will end my membership. Bad customer service is unacceptable.

Business

Response:

Weight Watchers has two online offerings for people who want to use the Internet to help them lose weight: Weight Watchers­® eTools and Weight Watchers Online.

Weight Watchers® eTools*, The Internet weight-loss companion for Weight Watchers Meetings. Only current meetings members may subscribe to Weight Watchers eTools.

Standard monthly plan

$18.95 for the first month**

**Note: Your subscription will be automatically renewed at the end of your payment plan at the standard monthly rate (currently $18.95) until you cancel.

Monthly Pass* – available in participating areas only

$42.95 per month

Free eTools, Internet weight-loss companion

Unlimited meetings each month

FREE registration

Your credit card will be automatically charged each month until you cancel.

Visit the following page to learn more about Monthly Pass.

*Note that if you are a Lifetime member and are eligible to attend Weight Watchers meetings for free, you may receive a voucher from your meetings Leader or receptionist for FREE Lifetime eTools. This entitles you to switch from your Monthly Pass or regular eTools subscription to eight weeks of eTools for FREE. This subscription plan remains free as long as you weigh in at a Weight Watchers meeting location at least once per month and are within an acceptable range of your goal weight. Please speak with your meetings Leader or Receptionist about this special subscription plan.

For people who do not attend meetings, we have Weight Watchers Online, interactive resources to follow our plan step-by-step online. All the materials you will need to follow Weight Watchers Online are provided on the website.

Pricing Plans:

3-month saving plan

$65.00 for the first 3 months*

$18.95 for each additional month**

Standard monthly plan

$48.90 for the first month

$18.95 for each additional month**

*Savings are calculated based upon our standard monthly plan rates, which include a $29.95 sign-up fee and monthly fees of $18.95 per month. To qualify for savings you must complete the full term of the savings plan.

**Note: Your subscription will be automatically renewed at the end of your payment plan at the standard monthly rate (currently $18.95) until you cancel.

Subscribers can opt to maintain a 3-month pre-pay rate for Weight Watchers Online by changing their price plan in the Account Settings section of the site. Please note that you are required to change your price plan manually prior to your next billing date each time you wish to maintain a 3-month pre-pay rate.

There is no 3-month pre-pay rate for Monthly Pass.

WeightWatchers International

Review: I just wanted to email my frustration with your company. I am very disappointed with my experience. I've had several session and have enjoyed them all. This last session was paid for with a Visa Card and started several months ago. It's been a while since it ended and I get a call from collections. They also sent me a letter stating that I haven't responded to WW regarding my "debt". I have never, not once, received any correspondence from your company stating that payment wasn't received. I didn't get a phone call, a letter, or an email. There wasn't even an attempt to process the payment on the card provided to WW. I called into your customer service line and was advised that they couldn't assist me and that they didn't have access to that information. I don't feel that this is right. Someone at Weight Watchers should have reached out to me and asked for payment. I'm not sure if the number was written down incorrectly or what. I was also informed that this has occurred with another co-worker. I arequested in my call to Weight Watchers to have a supervisor call me back. It's been weeks and still no call. Is this really how you treat your customers? I loved the program but I will never sign up for another session again and I will make sure no one I know signs up with you because of the way your customers are treated. I'm going to submit this same letter to the Revdex.com. Thank you for not helping.

Business

Response:

We have recieved this request for a refund.

We report that the credit payment used to pay for products or services at a Weight Watchers location could not be processed by our client.

The transaction may have been declined due to any of the following reasons:



Incorrect information input during bill payment process



Expiration date



Available credit

Weight Watchers uses the agency to assit in the collect effort.

Please feel free to contact myself at ###-###-#### and I would be happy to assist with this issue.

Regards,

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 received a response from [redacted] @ Corporate headquarters. After playing phone tag for several weeks I asked her to at least send me a billing statement with the company header or a bill. This would allow me to use my Visa and get reimbursed through my FSA. After promising me that she would email this and assuring me that they do not report any of their debts to any credit agencies, I never heard anything again. I called and left several voice message but didn't get a reply. Holidays came and I forgot about it. Next thing you know I get notified from my bank that they have added this debt to my credit report. A debt that I have NEVER, not once, received an invoice for or any type of notice. I've tried calling and have not had anyone that can help me or take my payment. I'm Very frustrated. I would like Weight Watchers to clear this debt for all the frustration it has caused. I would like this cleared from my credit report.

Sincerely,

Consumer

Response:

I have never received an invoice of any type. I don't have any documentation. I have an email from the Weight Watchers representative that has the FSA forms but nothing that shows the amount. I didn't receive a receipt. The lady just manually copied my card number on a carbon charge slip. She copied it using by putting my card under the slip and scratching the number. I received notification from a Credit agency that 112.00 was added to my credit report. I'm just frustrated. I've called them trying to get this taken care of and they can't help. I now have that number but they won't provide an invoice. It's very frustrating.

Business

Response:

While it is not our policy, customer service is very important to us and we will make a one-time exception and waive the fee.

Please understand going forward Weight Watchers does not accept FSA cards and in future you would need to provide a different form of payment.

Feel free to contact us with any further questions.

Review: I paid for weight watchers online $65.00. Within the first 24 hours, their mobile app stopped working 7 times, deleting all my info. This problem continued for 5 days. I contacted them and after many emails, I still can not use their mobile app, which they advertise is part of what I paid for. I also can not sign in anymore, the have locked me out of my account. My payment was for 3 months of online and mobile use to track my food and I have not been able to use it at all.Desired Settlement: Complete refund of $65

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 the customer’s case,

we took several steps to inform her that her subscription would automatically

renew unless she cancelled.

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. Clicking the link below will take you to this

page.

On step

three of the sign-up process she was asked to read and accept the subscription

agreement. The message reads, “By checking this box, you acknowledge that you

have read and agree to be bound by our Subscription Agreement”. The

Subscription Agreement, which she agreed to before gaining access to the

subscriber tools, clearly sets forth our automatic renewal policy.

By clicking

on the link below, you may refer to our subscription agreement for additional

inquiries you may have regarding our automatic billing policy.

In addition,

when her subscription was processed successfully, she was brought to a welcome

page. Customers are asked to print this page so that they can keep a copy for

their records. It is their online receipt.

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.

We evaluate

eligibility for refunds on the basis of when the e-mail, fax, or letter

requesting cancellation was sent. Customer service is very important to

us, we have issued a full refund of $65.00 which usually takes 3-5 business

days to reflect from today’s date of 1/[redacted]/2014.

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 called 3 times to cancel the memberships of myself and my daughter. I have been trying to cancel our memberships since February 2015, yet they continue to charge my account. Impact [redacted] has now deleted/cancelled 2 pending charges that Weight Watchers has tried to process on my account. I called my [redacted] today as a charge went thru on April **, 2015 that I missed and there is, once again, another pending charge on my account today that they have deleted. I am. also, filing a ACH Unathorized Debit complaint today at the [redacted] today.Desired Settlement: Membership canceled!!

Business

Response:

Weight Watchers values our customers and takes pride in making sure our products meet and exceed their expectations. We have made efforts toensure our customers understand our products and what they are purchasing. In the customer’s case, we took several steps to inform (him / her) that (his/ her) subscription would automatically renew unless (he /she) cancelled. On step one of the sign-up process, (he/she) entered (his / her) information on the payment plan and health profile page. On the very samepage, there is a paragraph located directly under the payment plan options that explains your account will be renewed automatically until this is cancelled.Click this link below will take one to this page:[redacted]On Step three of the sign-up process, we invite the new member to read and accept the subscription agreement. The message reads, “Bychecking this box, you acknowledge that you have read and agree to be bound by our Subscription Agreement”. The Subscription Agreement, which (he /she) agreed to before gaining access to the subscriber tools, clearly sets forth our automatic renewal policy.By clicking on the link below, you may refer to our subscription agreement for additional inquiries you may have regarding our automatic billing policy.[redacted]In addition, when (his / her) subscription was processed successfully, she was brought to a welcome page. Customers are asked to print this page so that they can keep a copy for their records. It is their online receipt. 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. We evaluate eligibility for refunds on the basis if when the e-mail, fax, or letter requesting cancellation was sent. At this time, we are not seeing where contact was made to our company. Due to these terms, the customer is not eligible for a refund. However because customer service is important to us, we have issued a full refund of $89.90 for the two months she was charged of March and April, to reflect from today’s cancellation date of 5/*/15. We will need the daughter's information in order to have a similar review. [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 did call 3 separate times and spoke with 3 different people and cancelled my daughters and my membership 3 separate times. But guess what - you continued to charge my account numerous times. I signed my daughter and myself up using my [redacted] card. I signed us up under a promotional 3 month program. Guess what - Weight Watchers not only charged me for the 2 - 3 month memberships - they started charging me monthly dues after the 1st month of joining (which - incase you may have forgotten was part of the initial 3 month membership). I called in January and went thru a lengthy 48 min cancellation process. Silly me - thinking it was over, guess what appeared on my February statement - Weight Watcher charges!! I called again to cancel and explained about the February charges showing up. He said that the charges would be reversed. So imagine my suprise when I seen Weight Watcher charges on my account in March - to which I called and was not exactly the most pleasant person. Again - gave me cancellation number - issue credit - blah blah blah!! This time I , also called and talked to Impact [redacted] and they started deleting the charges. So along comes April - and what to my wondering eyes should appear - but 2 Weight Watcher charges - AGAIN!!Due to Weight Watchers inability to cancel our memberships, which in case you forgot I cancelled 3 separate times, I had to call Impact [redacted] and have them delete the credit card charges while they were pending. Well, it seems Weight Watchers took it upon themselves to run the charges thru as a debit charge - AFTER they were deleted as a credit charge. Which, side note, I NEVER AUTHORIZED them to do!! When I signed up it was as a CREDIT CARD CHARGE ONLY!! They did this 3 separate times. Case and Point - I filed this Revdex.com complaint - I filed all the correct paperwork at [redacted], and yet after all that, Weight Watchers still continued to debit my account so I had to cancel my credit card. So NO Revdex.com, I do not, will not and AM NOT accepting the poor excuse of an explanation given by Weight Watchers!! ESP since I have done exactly what I am supposed to do!! Case and Point - file Revdex.com Charges - and Filed charges at Impact [redacted] yet they STILL charged my debit card couple days later and so I had to cancel my card!! I will not accept anything less then a reimbursement and a formal apology from Weight Watchers!!

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

Sincerely,

Business

Response:

Thank you for responding back to Weight Watchers.As we have no record or previous cancellation, we have issued to both you and your daughter's accounts a two month refund. ($89.90 x 2 = $179.80) As stated Weight Watchers values our customers and takes pride in making sure our products meet and exceed their expectations. We will issue an additional one month refund in the amount of $44.95.Therefore, total monies refunded back is $224.75. This is a total billing of 5 months refunded to you and your daughters account. Feel free to contact us with any further questions.Regards, [redacted]

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 signed up for Weight Watchers awhile ago as a monthly plan direct debited from my checking account. They charged me 3 months of their fees in a 6 week period, causing multiple overdrafts on my account. I cancelled my membership several months ago. Today I checked my account and Weight Watchers charged ANOTHER $52 on my account without my permission, causing another overdraft. I DO NOT HAVE A SUBSCRIPTION and this is absolutely ridiculous that they are taking unauthorized money once again from me. I need a refund along with the amount of the service fees ASAP.Desired Settlement: I would like a refund of the fee of $52 along with the $30 overdraft fee and possibly additional fees if they occur especially since this is the second time this has happened that I have been debited monies I DO NOT OWE to Weight Watchers.

Business

Response:

Thank you for contacting Weight Watchers.Weight Watchers values our customers and takes pride in making sure our products meet and exceed their expectations. We have located the recorded call and the account was not cancelled as requested.Please will provide the refund and NSF charges. Fax to ###-###-#### copy of bank statement showing Weight Watchers charge and the actual NSF charge. A check will be sent to you at mailing address on subscription account.Feel free to contact Corporate Affairs with any questions.Sincerely,[redacted]###-###-####

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 received a fitbit for Christmas and my mom paid extra for the weight watcher's app. I tried to use the app & was unable to use it without a credit card. If the app is free for one month then I should be able to use it without providing a credit card. It does not indicate anywhere on the card provided that I must provide a credit card number. When I contacted WW to speak with a [redacted], I was told by the representative that they contact [redacted]s via computer therefore, I could not speak with a [redacted]. What kind of business doesn't allow a customer to speak with a [redacted] when there is a problem. Extra money was paid for this app & I should be able to use it for one month as specified without providing a credit card. After the promotional period if I choose to continue using the app, that's when I should be charged.Desired Settlement: I want to use my app for one month without having to provide my credit card information

Business

Response:

Thank you for contact Weight Watchers.Please refer to Weight Watchers Terms and Conditions. All products or services require billing information at account set up time for future billing.[redacted]

It is up to the individual to cancel as Weight Watchers does not monitor usage.Sincerely,[redacted]Weight Watchers International

Review: My mother, [redacted], passed away in August 2013. As her son and the executor of her estate, I have spent time notifying companies that my mother has previously done business with of her passing. I have closed accounts and made other notifications in an attempt to discontinue both postal main and emails intended for her. Most notifications have been handled in an orderly and expeditious manner. Except for one, WeightWatchers(WW) International. I have continued to receive emails from WW after several attempts to have my mother's email address removed from WW email lists. I have tried the "unsubscribe" feature from emails on multiple occasions. That has not worke** I have called on 3 different occasions and spent over an hour and a half on the phone with WW customer service in an attempt to have this emailing stoppe** On the last phone call, I was assured that this would be taken care of. I was advised that a "[redacted]" had looked into the matter and I was assured that whatever needed to be done to remove my mother's email, was done. Here we are over 6 weeks later and on 4/**/2014, I'm still receiving emails. All I want is for this emailing to STOP.Desired Settlement: Please remove the following email from ALL WeightWatcher email lists: "jna[redacted]" and "[redacted]"Please remove the following postal address from ALL WeightWatcher postal mail:[redacted]

Business

Response:

[redacted],

Thank you for contacting Weight Watchers.

We are sorry for your family’s loss.

I have re-confirmed that your email addresses ([redacted], [redacted] ) have been unsubscribed

from our list. This process takes up to 10 business days from today’s

date. Removal from postal mailing lists

can take as long as 3-5 weeks.

Feel free to contact me directly for any further

questions.

Review: A cancellation request was made via telephone of my Weight Watchers online account around May 2011. I recently found out that that account was still active and that the billing account , held by my mother , was still being charged. I contacted Weight Watchers and informed them of the issue and requested a refund as the account was requested to be cancelled. Weight Watchers claims that no cancellation request was made. The account was not used since the cancellation request was made as it was assumed by me to be non active as I called and cancelled the service. The representative I spoke to at 8:59 a.m. today, March **2014 said that I can cancel the account today so no further charges will occur, so I did. Weight Watchers is refusing a refund. I cancelled the account 2 years ago and expect a refund on all charges incurred since May 2011.Desired Settlement: Billing refund of all Weight Watchers online account charges from May 2011 to March 2014

Business

Response:

When she subscribed to Weight Watchers Online and submitted her payment February **, 2011, 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. We have made efforts to ensure our customers understand our products and what they are purchasing. We do not monitor usage of any subscriber’s accounts and unable to locate previous cancel request.

However, while it is not our policy, customer service is very important to us and we have issued a refund in the amount of $107.70.(6 months x $17.95) She should see the credit on the next billing statement. Her subscriber account has been cancelled.

The sign-up fee gives subscribers access to proprietary infirmary 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. As we have no way of knowing if or how much of the diet he may have used for her personal benefit, we cannot refund the full amount.

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

In addition, when her subscription was process successfully, she was brought to a welcome page. The billing message in step one of the sign-up process, also appears on this page. Customers are asked to print this page so that they can keep a copy for their records. It is their online receipt.

Review: Joined Weight Watchers online 9/**, cancelled within hours the same day because of a family emergency. They said they would refund the full $65.00 fee but instead of just cancelling the charge they let it go through and charged my account. Then the said it had been processed on 9/** and it would take 5 to 7 business days, well I don't have the money and when I continue to email them they just keep saying the same thing.I want and need my money.Desired Settlement: Immediately process a credit through my debit card and therefore credit my account!

Business

Response:

There was a refund of $65.00 applied to [redacted] account on 9/**/2013 to card ending with [redacted]. Please verify against your banking statement.

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.

However, they were saying the refund had been processed on 9/**/13 and now they say 9/**/13 so either they are not very honest or they are lazy when dealing with customer complaints.

The amount was credited to my account on 10/*/13, so yes it is resolved but not without a lot of work on my part.

Thank you Revdex.com! Weight Watchers Online not so much........

Sincerely,

Review: I signed up with Weight Watchers on 10/**/2013 my wife and I are no longer interested in the program. I logged online to cancel my memembership which I paid $59.98,.... My refund which I didnt process was $11.08 (this is through there online process). So I deceided to call after waiting on hold for 33 minutes the representative said your refund is $7.05 and I questioned her how that make sense. Online I'm getting $11.08 and now you are offereing me $7.05. The reason I called was to get my 100% refund back. I only used the program for 2 days. This is not an ethnical way of doing business. I'm canceling the program because we are not ready for it yet I would hope someone from Weight Watchers can resolve my issue.Desired Settlement: I would like my 100% money refunded back!!!

Business

Response:

Thank you for contacting Weight Watchers.

We are unable to locate an account for [redacted]. The wife's name is not mentioned in this inquiry, therefore, not able to verify this information either.

Please provide additonal information to further assist you.

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:

Dear Weight Watchers,

Thank you for getting back to me. My wife's name is [redacted].

You guys can get in touch with me on my cell ###-###-####

Thank you,

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

Sincerely,

Business

Response:

Thank you [redacted] for the opportunity to speak with you today. As we discussed, I have cancelled your wife's ([redacted]) account, and issued a full refund of $59.98 to the card listed on file. The cancellation number for your records is [redacted]. If there is anything we can assist you with in the future, please feel free to contact us at ###-###-####.

Weight Watchers make it very easy to sign up, and to me, very difficult to cancel. Unless you set aside a frustrating amount of time to get through this process, you will be unlikely to cancel your account without multiple tries. You can try to cancel online, but will unlikely be able to cancel. I had a difficult time finding a customer service number. Once you spend enough time to actually find it, you will be speaking to what I can only imagine is a loss prevention specialist who probably make their pay by refunding as little of your money as they can. The company and their representatives should offer a full refund when it is due, and show some class, instead of inciting an investigative action into their business practices. I will be contacting the Attorney General regarding my experience.

Up until this date I would have recommended this business to a friend or family member, having had one positive weight loss journey using the weight watchers model and tools. However, due to my first customer service experience today with Weight Watchers, (representative "Sheila" [redacted] office) I would never again recommended weight watchers due to their apparent lack of integrity and customer service. Due to an ineffective mobile device page, two accounts were opened on the same date. I never received notification that this occurred and moved forward with using the ONE account I thought I opened. I canceled the subscription to my account prior to being charged the first automatic renewal - following a 3 month membership. Not knowing that I had a second account, I was charged the automatic renewal rate today, prompting thorough/comprehensive investigation of these charges. I cancelled the account opened in error and then contacted customer service. The customer service representative lacked the service part of her title, repeating her script and then asking me "why" I wanted to speak to a manager, more than once. I was never connected with a manager, just placed on hold for 2 minutes, then 1 minute, then 3 minutes more while she "consulted" with her managers. First she offered to refund the automatic renewal. Then they offered to refund just the 3 month membership. Finally, they offered to refund the 3 month membership AND the automatic renewal fee. Although my goal of a full refund (3 month membership of account initiated in error and the automatic renewal charge) was achieved, it took 33 minutes and multiple escalations to supervisors to be resolved. What concerns me is that Weight Watchers Customer service has received immense negative feedback, per online search and yet they are not accredited by the Revdex.com or other quality assurance services to improve their overall experience for those they serve. Following this review, I will be contacting 2 friends of the family who are current WW subscribers to make them aware of my experience today.

Review: I have been a Weight Watcher member for a few years and recently tried to cancel my online e-tools service 6 times and each time receive no confirmation and find that my account is still active when I log in. I have tried calling and speaking to customer service and they guide me to the online cancellation- still not canceled. I have e-mailed WW directly to cancel my membership and have received no confirmation e-mail that my service was canceled and still find my account active when I log in. This has been going on for 2 months and have been billed a total of $40.00 as a result of no being able to successfully cancel through the proper channels WW allows cancellations.Desired Settlement: I would like to be refunded the $40.00 I have been changed since starting the cancellation process and to please be contacted by WW that my account is in fact canceled and I will not incur additional service charges.

Business

Response:

Thank you for contacting Weight Watchers. We apologize for the inconvenience for cancelling your subscription account. The account has been cancelled "end today" and a refund in the amount of $39.90 has been applied to your account. (this is 2 month billing) Feel free to contact us with further questions. Weight Watchers Customer Support

Review: I signed up for the Weight Watchers Online Plus program on the [redacted] of January 2016. Paid and received my receipt. I then proceeded to go online and get started. I would go to main page and click LOGIN. It would then go to a redirect page. Tried multiple platforms, safari, firefox. Then spent 1 hour on the phone with "Marian" she told me they would look into it and extend my progam by 2 days because of the trouble. 2 days go by nothing, I tried on my husbands laptop, my work computer nothing but redirect or snap. We disabled all of our cookies, nothing. So I called back and spent 40 minutes on the phone with Nancy. I told Nancy I want a refund. She said I could cancel no problem. I said refund so that led to multiply messages to her supervisor. This all went on the 02/**/2016. I finally got a "refund" confirmation. I was told it would take 24 hours to appear on my cc. Nothing has appeared, now I call back and spoke with Kim. She says oh no, at least 7-10 business days if it is approved??? I have spend hours trying to fix this and no ones seams to appreciate that I to have a life and cant believe I am chasing Weight Watchers for $19.95.Desired Settlement: I would like Weight Watchers to become accountable for the frustration and give me my money back.

Business

Response:

First and foremost, we would like to extend our apologies on behalf of Weight Watchers International. We're sorry to hear about the member's experience. This is not how we want any member to experience Weight Watchers.Our records show a refund was applied on 2/*/1016 for $19.95 of which the member should see within 3 to 5 business days. Please let us know if you have further questions. Have a great day! Sincerely, Flo G[redacted]Corporate Affairs

Review: Weight Watchers billed me for 9 months for services I should not have billed for because I was an employee and a lifetime member. They sent my monthly passes to an address that I have not resided at for 17years..they have my correct address because I have been a member at my current address and have received passes at the correct address. When I called to ask why I was being billed and why the wrong address was on file, both representative and her [redacted] were very rude and told me that I am an fault for not checking my credit card statements and that is the address that I provided (wrong!!). I still have never received an explanation of why I was being billed while being an employee and a lifetime member. I was on the phone (mostly holding) for 2 hours.Desired Settlement: Full refund...9 x $39.95 $359.55

Business

Response:

Upon further review of the account, we find that you are due an additional credit. A credit of $279.65 has been issued in addition to the credit of $39.95 issued on 09/**/2014, We have issued credits for 8 months @$39.95 per month. Credits usually take 3 to 5 business days to appear on your credit/debit card account.

WeightWatchers International

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've emailed WW twice indicating that I've paid for online service (8/**/2014) through [redacted], and have only been able to utilize there services once. I haven't be able to utilize the online service since that first time August [redacted]. After that date, when I log onto Weight Watchers it doesn't forward me to my weigh management page. It continues to request payment and "new user information" like weight, age, ...

I haven't received an email from Weight Watchers to assist me. Both emails I've sent have been ignored.Desired Settlement: I want to be reimbursed and I will attend the face to face Weight Watchers meetings instead.

Business

Response:

We believe that the subscriber is using the wrong username to access her account. We have sent an email to the subscriber giving her her correct username and instructions on how to switch her WeightWatchers Online subscriber account to a Monthly Pass if she wants to include meetings. We canceled her account at the end of the plan on 11/**/14, so there will be no recurring billing on the WeightWatchers Online subscription.

WeightWatchers International

Review: I signed up for a THREE MONTH online subscription to Weightwatchers online- I did so using my cellular device in August 2013. I was billed the three month subscription fee. Going through bank statements I recently noticed that weight watchers continued to bill me for a month to month online subscription after my three months was up. I never agreed for this money to be debited from my account. I called to ask for my money 6 months at 18.95 to be refunded. I spoke with a representative who explained to me that it is in "fine print" that you will get billed monthly afterwards and "this job really made her look at contracts, because that is how they get people". She told me she would talk to her [redacted] who she would try to get my refund from. After several minutes she came back on and said "as a one time courtesy I would be reembursed one month. I think this is a terrible practice and this is truly how they make money off of people who aren't even benefiting from a product they are paying for. I got NO warning that my three months was up and that I would be starting to get billed monthly. My husband who deals with our household finances just assumed that I had been continuing to use the online tools so he never said anything- He brought it to my attention this month when I started using a different diet product.Desired Settlement: I would like a refund for the remaining 5 months- considering I was not even using the product that I DID NOT know I was paying for.

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. In this customer's case, we took several steps to inform her that her subscription would automatically renew unless she canceled.

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

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

additional three months $56.85 (3months x 18.95). She has been given one month refund so it will be a total of 4 months. 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