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Noom Inc

EXERCISE & PHYSICAL FITNESS PROGRAMS

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Noom Inc Reviews (177)

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User Reviewer8765752

Revdex.com:
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,
[redacted]


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User Reviewer8491721

Dear [redacted],First and foremost, we are deeply sorry that your support inquiries were handled so poorly. They were not dealt with the amount of care they should havebeen, and for that we sincerely apologize.Our Support Team is receiving rather unexpected high ticket volume at this time and, as a...

result, support responses are becoming delayed.On behalf of Noom, this is not the support experience we strive to deliver, and we will do our best to make sure this doesn't occur in the future.We have contacted you directly with a special offer, if you wish to accept we will keep your subscription active, otherwise we will cancel your subscription asap. You were not charged at any time between signing up for the service and now.   Thank you, The Noom Team


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User Reviewer8232490

Dear [redacted], Thank you for notifying us of this. We've reviewed your correspondence with our Support Team and confirmed a refund was issued to your account on June [redacted], 2017. Is  there anything else we can help you with? Let us know. Very best, The Noom Team


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User Reviewer7671236

The first time we ever received an email from this customer was late March regarding issues she was experiencing signing in to the app. We have no record that this customer attempted to cancel her subscription, either through Support or through the coach she was assigned. The first email we got...

referencing needing to cancel was received today, after she was charged. We have since issued a refund in full and have notified the customer.


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User Reviewer8547242

Hi [redacted], We're so sorry to hear about the trouble you experienced getting your subscription canceled. Your first request to cancel your subscription was submitted yesterday around midnight Eastern Time, and our Support Team was in touch with you the same day to help get this resolved. As...

they mentioned, we are unable to locate a second charge made to the card we have on file for your account. The only charge we are able to locate is the initial charge that went through in June of this year. If you're sure you were charged a second time by Noom, it is possible you have two active subscriptions. Please respond to our Support Team's email at your earliest convenience, they will be happy to help issue a refund if you no longer wish to continue using your Noom subscription! We apologize it wasn't clear that your subscription would renew. Looking forward to getting this worked out! Very best,The Noom Team


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User Reviewer8031243

Revdex.com:
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,
[redacted]


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User Reviewer7064438

Dear [redacted], Thank you for letting us know about this. We're so sorry for the trouble you experienced trying to locate our contact information.Integrity is important to us and we work hard to ensure that if a customer requests to cancel within their 14-day trial, that they get canceled...

before their  charge date. Unfortunately, processing delays can cause an issue and sometimes users are charged even though they canceled before the end of their  trial. Please know that we always issue a full refund if there is a delay in processing a cancellation that was made before the end of a trial.  It looks like one of our Support Agents contacted you July [redacted] to let you know that you have been refunded in full. I apologize for the poor experience here.  Thanks for trying Noom and have a great rest of your week.  Very best, The Noom Team


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User Reviewer8140729

Dear [redacted], Thank you for submitting your complaint. We're really sorry to hear that you had such a difficult time cancelling your subscription. It looks like you contacted us over the weekend which is why you experienced a response delay. Please note that our Support Team is...

available Monday through Friday, 9AM to 5PM. We see that one of our Support Agents has already been in touch -- it looks like she issued a refund and canceled the subscription, so you should be all set! Thanks so much for trying Noom and have a great rest of your week! The Noom Team


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User Reviewer6528531

We issued this customer a refund a few days after they requested one. We have record of this that I've attached to this complaint, including the date we issued a refund and the date she was charged. We suggest she contact her bank to find out why the credit hasn't been applied to her account.


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User Reviewer7100906

We’re so sorry for the trouble this has caused and that you were forced to go through the hassle of changing your credit cards. You should have never been charged, it was a mistake on our end and we’re deeply sorry. Please know that our team worked as quickly as possible to rectify your problem once it was brought to our attention. Our team here operates on standard business hours, Monday - Friday 9AM to 5PM EST.It looks like Rachel E. Received an in-app message from you on Monday, June [redacted] at 9:26PM ET regarding canceling your account, and our Support Agent Vincent emailed you the following business morning, June [redacted] at 9:24AM ET confirming that your subscription was canceled and a refund was issued for the accidental charge. We’re aware that there’s a bigger problem here (trial customers getting charged after having requested to cancel) and we are working to resolve it. The phone number you referenced is managed by our Operations Team. We are also working with them to figure out a better system for making sure this is a viable line of communication for our customers. Again, our sincerest apologies.


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User Reviewer8486795

Dear [redacted],Thank you for letting us know about this, we're so sorry for the trouble here. We investigated your case and it looks like you accidentally signed up for two subscriptions at the time of purchase. The subscription associated with your Noom account was canceled successfully, but the...

additional one remained active. Unfortunately, since the subscription wasn't associated with your account, your coach had no way of knowing it existed. We have cancelled and refunded the additional Noom subscription. Please allow 2-3 business days to see the refund credited to your account. If you need anything else in the future, please don't hesitate to reach us by emailing [redacted], that is the best way to contact us for help.Thanks and we're so sorry you were charged after having requested to cancel. We hope you enjoyed the program!


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User Reviewer7846261

Revdex.com:
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,
[redacted]


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User Reviewer7347455

Dear [redacted], We're so sorry to hear you were caught off guard by your subscription auto-renewing. We are actively working on ways to better notify customers when their subscription will auto-renew. We are also making sure that all coaches improve response time so that when they receive...

cancellation requests, they can process them immediately. The charge processed on 8/**/17 was refunded last night. Your subscription has been canceled and you will not incur any further charges from Noom unless you purchase a new subscription. Thank you for trying Noom and have a great rest of your week! The Noom Team


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User Reviewer6044630

Revdex.com:
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,
[redacted]


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User Reviewer6081810

Hi [redacted] Thank you for letting us know about the issue you experienced getting your subscription canceled and transaction refunded. We've investigated your case and here's what we found: We processed a cancellation on April [redacted], less than 24 hours after you requested it. According to...

our records, we've never charged your account. We noticed you didn't send a request to our Support Team under this email address. When you get a moment, please send us a screenshot of the $159.00 charge so we can investigate further and be sure that, if you *were* charged by Noom, that we issue a refund as you did request a cancellation before the end of your trial. We highly suggest that you also follow the instructions listed here [redacted], as it *is* possible you purchased a Noom subscription in-app, through the App Store, meaning your subscription is completely self manageable. Please note that we do not have any control over helping in-app App Store purchasers with cancellations or refunds per iTunes App policy.Looking forward to solving this for you. Thanks,The Noom Team


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User Reviewer6317904

Hi [redacted], We're so sorry to hear you were caught off guard by your subscription auto-renewing. We are actively working on ways to better notify customers when their subscription will auto-renew. We are also making sure that all coaches improve response time so that when they receive...

cancellation requests, they can process them immediately. The charge processed on 8/**/17 has been refunded. Your subscription has been canceled and you will not incur any further charges from Noom unless you purchase a new subscription. Thank you for trying Noom and have a great rest of your week! The Noom Team


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User Reviewer5833113

Dear [redacted],First and foremost, we are deeply sorry to hear that your phone calls went unanswered. Could you please let us know where you saw a phone numberlisted? We don't provide phone support, so this is definitely worrisome and we want to be sure customers don't expect they can receive...

help from our Support Team that way. Thebest way to contact our Support Team is via email at [redacted]. Integrity is important to us and we work hard to ensure that if a customer requests to cancel within their 14-day trial, that they get canceled before their charge date. Unfortunately, processing delays can cause an issue and sometimes users are charged even though they canceled before the end of their trial. Please know that we always issue a full refund if there is a delay in processing a cancellation that was made before the end of a trial. One of our Support Agents contacted you this morning to let you know that you have been refunded in full. I apologize for the poor experience here. Thanks for trying Noom and have a great rest of your week.  Very best,The Noom Team


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User Reviewer8576695

Hi [redacted], We're so sorry to hear you were caught off guard by your subscription auto-renewing. Unfortunately, we were unable to locate any request to cancel from your email address which is why your subscription auto-renewed. Please note this auto-renewal was not intended to surprise you....

Many customers that want to continue their Noom Program want to do so without interruption which is why we keep it active unless we receive a request to cancel.   The charge processed on 8/**/17 has been refunded. Your subscription has been canceled and you will not incur any further charges from Noom unless you purchase a new subscription. Thank you for trying Noom and have a great rest of your week! The Noom Team


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User Reviewer6854195

Hi [redacted], Thanks for letting us know about the trouble here. We've investigated the issue, it looks like your coach dropped the ball on forwarding your cancellation request to our Support Team. We deeply apologize for the inconvenience this charge may have caused. We've issued a refund and...

processed a cancellation. Cheers to your health and wellness,The Noom Team


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User Reviewer8346739

Dear [redacted],We're so sorry for the trouble here and that it was difficult to reach us :(. It looks like you accidentally signed up twice because we are seeing two subscriptions associated with your email address. One of them was canceled a couple of weeks ago, but the other was still active which is...

why you were charged. We are working hard to come up with a solution to this problem as it seems many people are accidentally pressing the payment process button multiple times when purchasing. We apologize if this charge caught you off guard, we promise it wasn't intentional! Noom doesn't collect any payment information (we process payments using 3rd party secure software), so the charges are completely dependent on how many subscriptions a customer purchases. That said, our purchase pages could use a lot of work to make it more clear that payment is being processed - there should be a notification letting people know not to click the processing button twice! Hopefully we can get that going asap. You have been refunded in full and we made sure there are no other subscriptions associated with your email address. You should be all set! Lastly, you mentioned that you tried reaching out to us multiple times without reply. Unfortunately, the only emails we received from you were just sent yesterday. Please do let us know if you tried to reach out to our Support Team before then so we can investigate what may have gone wrong.  Thank you and enjoy your weekend!


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Category: EXERCISE & PHYSICAL FITNESS PROGRAMS

Address: 229 W 28th St Fl 9, New York, NY, 10001-5915

Website: https://www.noom.com/

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