Weight Watchers International, Inc.

We received the member's complaint in regards to still receiving emails. We apologize as it appears his email may be attached to other Marketing Campaigns. We have made sure he was unsubscribed. We've forwarded to another Support Team to assist in making sure emails are ceased.We apologize for the...

inconvenience. Have a wonderful day! Sincerely,Flo G[redacted]Corporate Affairs

We've made several attempts to contact [redacted] to speak directly with her. A refund has been issued. If the member is wanting to setup a Weight Watchers account, please have her contact me directly, so we can resolve her concern. My contact number is ###-###-####. Thanks, Flo G[redacted]Corporate Affairs

We received the member's request for refund. Our Accounting Department has processed both refunds to the member's account.Please let us know if you need further assistance. Sincerely,[redacted]Corporate Affairs

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

I spoke with Flo as noted above.  She indicated she would speak to her manager to see if she could do more than what was noted above. I have not heard back from her. My only options were to to accept or reject. Since the timeframe allowed to respond to Revdex.com was 6 days, I have to select "reject".
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for contact Weight Watchers.We show this account was cancelled by an email request sent to Weight Watchers.  The account request was received February**, 2015 and account closed as of plan end date March**, 2015.Feel free to contact us with any further questions.[redacted]Weight...

Watchers International

Revdex.com:
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 would rather have the money then an month free, I work hard for my money .  I did speak to corporate and that is their policy to not refund me that bank fee of 70.00 as for the 69,95 it has already been 4 business days and it states it may take 7 to 10 to get my money back.  I am upset and told them I do not want the 30 day free membership.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We received the member's request for a refund. Upon signup, every member is provided with our Terms and Conditions and can not proceed unless they authorize. We apologize if the member did not thoroughly review the terms.We here at Weight Watchers value every single member and as a courtesy, we...

issued a refund for $39.90 on 1/**/2016. The refund process takes approximately 3 to 5 business days.Please let us know if you have further questions. Have a wonderful day!Sincerely,Flo G[redacted]Corporate Affairs

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 will be considered as resolved, once I receive the announced settlement on my account.
Sincerely,
[redacted]

We received the member's request for an additional refund. We made an attempt to contact member to review some additional information in regards to her achievement. Upon the member's contact, we can determine an additional refund.Please feel free to have the member contact our Corporate Affairs Group at [redacted] for assistance.We thank you again for contacting Weight Watchers. Have a great day! Sincerely,Flo G[redacted]Corporate Affairs

Review: I signed up for a free two week trial with WW and then canceleld after the trial becasue as a nursing mother, my supply decreased. I phoned ww and spoke to someone who cancelled the service for me and told me I should give the a call back when I am done nursing, so that I can try the program again, or wait until my baby was on solids to try again. She told me I would be refunded the full cost of the program since I signed up for a two week trial. This was back in May and I do not recall getting a confirmaiton number of my cancellation. Well all of my emials stopped from WW, no problem, I thought I was cancelled. Well now it is Ocotber and I got an emial saying they could not process my payment because my card expired. I thought this had to be a mistake, so I called them just to be sure. I will be honest, I am away for home 12 hours a day, I work full time, and am a new mom. I do not have time to monitor my bank account that closely. The people on the phone today said they never received my cancellation phone call had no record of it. I do not see how this is possible, I vividly remember having a conversation with the lady on the phone who asked me more questions about my baby, and was very nice when I cancelled. The only thing they would offer me is a refund of $18.00. they took more than $100 from my account! I asked them why the emails stopped? Asked them to check my usage. they said they do not know, and cant check. they were very unhelpful and I am very unhappy with this treatment. I cant believe they have an A+ rating if this is how they treat people!Desired Settlement: Refund my account for the inital three months and the other two months that were charged. also, stop advertising free two week trial when it results in 5 months worth of payments, after I cancelled which you have no record of.

Business

Response:

When the member 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.

Review: I had joined WW for a 3 month trial period and paid for it; I never agreed to have auto renewals of my membership and after attending a few meetings it was not worth it and a waste of time and money. I last attended a meeting in March 2015. However WW just billed my account $44.95 on June [redacted], 2015. I wrote to them and explained the situation and asked them to be sure to again cancel and credit my account. I had told the ww person in charge in [redacted] that I was no longer going to be continuing with WW and to cancel my membership back in March. She said it would run til the end of the paid time and then I wouldn't have any more payments come out of my account. But then they took this other deduction from my account that was not authorized. I have written to them 3 seperate times and called and they will not credit the amount.Desired Settlement: I want a FULL Refund NOW of this payment they took out of our checking account the beginning of June for the full $44.95

Business

Response:

We have received the customer's request for a refund. In regards to Weight Watchers Monthly Pass, when a member cancels during current subscription month account is terminated.In accordance with the Monthly Pass 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 the their account.We value each of our members and have applied a courtesy refund for $134.85 to the member's account. The member will see credit applied on debit or credit card within 3 to 5 business days.Please let us know if you need further assistance.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.Thank you so very much for your help in resolving this matter. They have issued the refund requested.

Sincerely,

Review: I received an email from Weight Watchers regarding a new website/app rollout that would take place as early as 11/**/15. I contacted Weight Watchers 24/7online chat coaching, concerned that an update of this magnitude would have bugs and no allow online only customers to access the Weight Watchers Program. I was advised that I could go to any Weight Watchers location and receive printed program material, so in the event of technology failure, I would be able to continue following the program. I followed this advice and was told at the in-person Weight Watchers meeting this was not the case. On 11/**/15 the rollout caused the website and app to fail completely--no member access whatsoever. Once the website and app came back online, they continued to have problems and I was unable to get accurate program information to follow the program. I tried seeking help via the 24/7 chat coaches, tech support chat, a toll free customer service number I was given (that was closed for the whole holiday weekend), and through the Weight Watchers Facebook page that asked me to follow-up to them with a private message with no response (send four times, and Facebook tech support verified Weight Watchers page had received my messages). This is a program that guarantees 24/7 support, and I have received no answers or support for 4 days. I have cancelled my membership, but due to the fact this is a prepaid program, I have lost money on service that I have not received.Desired Settlement: I would like to receive a refund for my last EFT of $19.95 on 11/*/15 in restitution for services not received

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's concerns in regards to our website functionality. We apologize for the inconvenience. Due to the member's experience, we will leave the account open for usage until 1/*/16. We will also issue a refund for $59.85 of which the member should see within 3 to 5 business days.Again, we apologize for the inconvenience. Have a wonderful day!Sincerely, [redacted]Corporate Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. The resolution was more generous than I expected, and I appreciate Weight Watchers going the extra mile to try to make the situation right. My membership cancellation still stands, but it does restore some of my faith in their company and I may return at some point in the future once their new program rollout is established and the technology end is more stable, but probably not for at least a year. I appreciate the help of the Revdex.com in addressing this matter as I was unable to get feedback on my own from the company.

Sincerely,

Review: Below is a copy of my issue posted on the WW website. Customer Service is closed today, so there is no one to contact regarding an offer that ends today.

11/**/2013 6:39:39 AM

I received an e-mail offering 50% off 3 months of membership when you pre-pay. The deal expires today, November **, 2013. I set up a reminder to sign up today - I'm a former member and the timing was right.

Now I click on the link and the offer does not appear. Just the regular monthly payment of $42.95. This makes me very angry and stinks of a "bait and switch" tactic. WW sends this to me as a former member and they know where I live. If the offer did not apply to me, then their programmers should have filtered the message to only those former member to whom it applied. This is not rocket science. My company sends e-mail blasts and this type of filtering should be trivial - especially for a company of this size. I'm asking someone from WW to please contact me. Otherwise, I'm filing a complaint with the New Jersey Revdex.com and state Attorney General's office.

**, please don't hide behind your fine print to take advantage of your customers.Desired Settlement: I would like Weight Watchers to honor this offer for myself and for others to whom this bait and switch offer was denied.

Business

Response:

We apologize for the inconvenience, we did send out an e-mail promotion to a

number of customers as a one-time offer. Unfortunately, we are unable to resend

this e-mail or extend this offer outside the scope of the original mailing. In

addition, because of this limitation, we cannot replace deleted e-mail offers.

Finally, some promotions are restricted to given dates and do expire.

Please feel free to call 1/###-###-#### during regular business

hours and a Member Service Representative will be happy to assist you with

policy, pricing, and promotion information in your area.

Thank you for contacting Weight Watchers

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:

It does not address the fact that an offer was made in an e-mail that was not valid.

I saved a PDF of the original e-mail with the date intact, which was attached to this original complaint. It was also sent to Weight Watchers. I have not received a response directly with them.

If Weight Watchers is going to offer a time sensitive offer that expires on a weekend, then they must staff customer service to address issues that may arise.

What I have received as a result of this Revdex.com complaint is a canned response, with the expectation that I will get bored and just "go away". It's this type of big business bully response that is leading to the decline of their business.

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.

We understand the complaint, however, are unable to extend the offer when the deadline is missed.

If you would still be interested - here is another offer currently running and a great value for the monthly Pass.

Monthly Pass 50% Off-

Weight Watchers Customer Care

Review: I joined Weight Watchers at their [redacted] on March **, 2014. It was explained to me the importance of the DPT (Daily Point Total). I also subscribed to their monthly pass which includes eTools. Repeatedly there has been a discrepancy between the DPT given to me at the meeting and the one on the eTools program. I spoke with [redacted] in their Corporate Affairs Department who was less than interested in the situation and the poor customer service demonstrated by their Customer Representatives. It seems to be fraudulent behavior by Weight Watchers to have a discrepancy between the DPT given to a member at the meeting (which they advertise as being important to success on their program) and the number given on their eTools program. I have spoken the [redacted] in ** who told me to get over it since it is only 1 point (which represents a certain number of undisclosed nutritional intake). It seems there is a discrepancy between the algorithm on the center computers and that of the eTools. So which is the correct total and if it is not the center DPT then what is the purpose of giving members the DPT each week? How many members are failing to experience weight loss because of this discrepancy.Desired Settlement: I would like to Weight Watchers to rectify the discrepancy between the center computer and their eTools program. Certainly they are using the same algorithm for both calculations.

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.

We apologize for the issue at hand and would be happy to find a fix to the account.

Log in to your eTools account, go to tracker and the tab which shows settings, click on settings and the bottom will be a blue hyper link which says "Reset Settings". click on reset and it will show correct DPT.

Please feel free to contact me directly for assistance.

Sincerely,

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 becau

The location I attend is a CORPORATE owned location or what they call a Champ Location. According to the "hype" presented by Weight Watchers, the reason for using the e-Tools (which is included in the Monthly Pass I purchase from Weight Watchers) is that your weight is automatically logged in by computers at Weight Watchers and the DPT (Daily Point Total) is supposed to be updated. Today I weighed in at the [redacted] location and my DPT is 51 while the eTools says the DPT is 52. According to people I have spoken with in the past 6 weeks at Weight Watchers there is a known software issue with the eTools algorithim that Weight Watchers management at corporate level is not addressing at this point. I believe Weight Watchers is knowingly deceiving their members. I have spoken with [redacted] in [redacted]'s office and found her to be dismissive of me.

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

Sincerely,

Business

Response:

Dear [redacted],

[redacted] has been in contact with you via phone and has left you another message today regarding your Daily PointsPlus Target. Please reach out t o her directly to resolve this issue.

Thanks,

Weight Watchers

Review: I joined WeightWatchers a couple of years ago and used their services for a little while and cancelled through their online portal a few months later. Recently, I noticed on my credit card statements that they had been continuing to bill me for the last 2 years when I had never logged into my account. I immediately regained account access and resubmitted my cancellation notice on March [redacted], 2015 along with a request for refund since October 2013 which they confirm the last time I ever used the account by looking at the login history and activity of their system which they will not do.Desired Settlement: Refund all auto-drafted payments against my credit card since October 2013 to second cancellation notice on March [redacted], 2015

Business

Response:

Weight Watchers values our customers and takes pride inmaking sure our products meet and exceed their expectations. We have made efforts to ensure our customersunderstand our products and what they are purchasing. In the customer’s case, we took several stepsto inform him that his subscription would automatically renew unless shecancelled.On step one of the sign-up process she entered herinformation on the payment plan and health profile page. On that very same page, there is a paragraphlocated directly under the payment plan options that explains your account willbe renewed automatically until you cancel. Clicking the link below will take you to this page.[redacted]On step three of the sign-up process she was asked to readand accept the subscription agreement. The message reads, “By checking this box, you acknowledge that you haveread and agree to be bound by our Subscription Agreement”. The Subscription Agreement, which he agreedto before gaining access to the subscriber tools, clearly sets forth our automaticbilling policy.[redacted]In addition, the subscriber is responsible for the terms oftheir subscription including the price plan under which they are billed and forcancelling their account before it is automatically re-billed.We evaluate eligibility for refunds on the basis of when theemail, fax, call or letter requesting cancellation was sent. Due to these terms, the customer is noteligible to receive a refund. However,because customer service is important to us, we have issued a refund in theamount of $116.70 (6 months billing) which usually takes 3-5 business daysFeel free to contact us with any additional questions.LoriWeight Watchers International

Review: Subscriber No: [redacted] Weight Watchers online does not offer any preview to potential customers. The only way to check out the program is to sign up. The cost is either $57.85 for a 3 month subscription (with an advertised $1.00 sign up fee -- in big bold letters: "SIGN UP FOR $1") - or $48.90 for the standard monthly play (a $29.95 sign up fee and $18.95/month.) Having been on Weight Watcher many years ago, I was interested in joining again, and I was hoping the online program would work for me. I have a busy life. However, after signing up - I knew within minutes the program had changed, and was not appealing. I knew the tools were limited and time consuming; I checked out entering 1 TB of raisins and that wasn't even an option, 1/8 of a cup was the minimum programmed in. I knew the website was hideously non-user friendly. I cancelled within minutes of joining. However, given how their agreement reads, my choices were to have my subscription run for 3 months and get NO refund, or have my subscription run for 1 month and get an $8.95 refund. I chose the latter given no other options. Yes, their terms of agreement (of course, I read the fine print after I saw that I was being screwed over by them) explain that if you cancel - you will only get a refund of the $8.95, because they will revert to the standard enrollment. BUT 1. How does that jive will the promoted $1 Set up fee? At the most, even an un-ethical company would just charge someone who cancelled with 15 mins (or even an hour): $1 + $18.95 for the first month = $19.95. That Weight Watchers charges $48.90 is beyond the pale in terms of unethical, greedy practices. 2. An ethical company - one that had any concern for the consumer would give everyone a 30 minute (or some other reasonable time frame) review of the online website, and would not charge anyone who cancelled within that (or some other reasonable) time frame. Weight Watchers International, Inc. has demonstrated to me that it is run by unethical and greedy people. [redacted]. And there is no excuse -- they are either amoral or incompetent. I suspect the former.Desired Settlement: I want a full refund of my $57.85. Nothing less is satisfactory.

Business

Response:

Dear Sirs,

When the customer 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. Due to these terms, she was eligible to receive a $8.95 refund which she accepted.

However, while it is not our policy, customer service is very important to us and we have been authorized to credit her account for an additional $48.90, a full refund. She should see the credit on her next credit card statement. Her subscriber account cancelled effective 1/**/2013.

Much like a buying a CD, DVD or software, what she 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. As we have no way of knowing if or how much of the diet she has used for her personal benefit, our practice is not usual to refund an account in full.

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

Sincerely.

Weight Watchers International, Inc.

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, assuming the full refund is actually provided.

I still object to the Weight Watcher marketing and billing tactics, which are unethical - whether legal or not. And it shouldn't have to take a complaint to the Revdex.com to be treated reasonably.

I appreciate your assistance.

Sincerely,

Review: I joined weightwatchers for a controlled amount of time and they offered free etools. At the end of the period, which was in May 2013, I did not join up again. The etools started to get charged to my account in June 2013-my mother was sick at the time and I didn't have the opportunity to check my statements. I called WW today for a refund and they would only give me a refund for one month-not the four months that I requested. This seems to me like a gimmick and I am very disappointed in WW. I should have been contacted to tell me they were going to start charging my account. They should have offered my a full refund and instead but did not. I will not be joining WW again after this incident.Desired Settlement: I would like a full refund for the amount charged to my credit card, which is $60.00. I would also like them to change this way they do business and contact the customer when a charge is initiated.

Business

Response:

When she subscribed to Weight Watchers At Work eTools and submitted her credit card information for future billing. The customer 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 the customers account for 3 months at $14.95. This is in additon to the credit that was applied to her account yesterday 10/*/2013. This brings the total amount refunded to $59.80 which was the full amount billed.

Review: Weight Watchers billed me for a recurring charge of $14.95 per month for an online service that I did not use for the entire 10 months that they automatically charged me monthly for. The explanation that this charge would be recurring was buried in fine print within the contract. My connection to this company was in person meetings that occurred close to my home. In September of 2012, Weight Watchers closed that location and opened another location that was inaccessible to me. I am certain I would have know of this reoccurring charge if I would have been able to maintain attending meetings.Desired Settlement: I would like a refund of $149.50 for the 10 months of $14.95 that I was charged.

Business

Response:

The member contacted us on 1/**/2014 alerting us that she is no longer attending meetings in her area due to the meeting location closing in her area. She was then escalated to our Corporate Affairs department on 1/**/2014 when an agent contacted her by phone. We offered as a courtesy 3 months at $14.95 due to the member not previously cancelling her online eTools subscription. The member accepted this offer on 1/**/2014 when we closed the case. At this time, there will be no other refunds issued.

Thank You,

Weight Watchers

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:

My issue is that Weight Watchers has automatically billed me for 10 months of a $14.95 monthly fee, which was explained only hidden in fine print. Recurring charges is a sneaky business practice that preys on customers apathy, and I would think that the Revdex.com would want to take issue with this practice. A courtesy 3 month refund is a small fraction of the fees that I have been charged by this company that claims to be "ranked #1 weight loss diet". The customer service I have received from this company has been very poor on multiple occasions. They have closed accessible meeting locations, partnered with [redacted] to sell an activity monitor that they charged, again, a monthly subscription fee but did not stand by the product when it was defective and continued to charge the subscription fee. I have had enough of giving money to a company that I receive such poor customer service from. I am requesting the remaining 7 months that they have not refunded me the $14.95 subscription fee for etools.

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

Sincerely,

Review: I have unsubscribed to their email many, many times over the past several months and I continue to receive email from Weight Watchers which I do not want.Desired Settlement: DO NOT email me ever again.

Business

Response:

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

We show a request dated 2/**/2014 to remove the email address from our marketing data base.

We are processing this request. Please be advised as marketing works well ahead it could take 4 - 6 weekes for the email addressed to be deleted.

Review: Hello -

WW has been charging me a monthly fee for many months, though I am not a member. The amount being debited from my bank account by WW was initially 18.95, and now is $22.63. This has been going on since the beginning of 2014.

I was a member years ago and attended meetings. I cancelled several years ago. Then I had an online membership - I have the cancellation email from WW dated 9/*/2013.

I have tried repeatedly, via email through their website, and by calling the number(s) provided in the bank debit info, and the number at their website (###-###-#### and [redacted], respectively.) I have never gotten an email back responding to mine. Every single time I phone, I am stuck on "hold" endlessly. This has been a continuing problem - I have called and emailed over many months, but finally give up and am filing a formal complaint.

I have gone to the website each time I try to get this monthly debit stopped just to make sure about my membership being deactivated - I can confirm that I have no access to any of the features for any of the subscriptions (meetings or online participation or phone application.)

I am not a member, haven't been a member since September 2013, and do not know why I am losing my money to them. I am sorry to be filing this complaint. I am surprised that this is happening, because I've thought of WW as responsible, reliable, and honest. But this should not be happening, and I need to get my money returned to me, with an explicit statement from them confirming that they have removed any of my information (personal, banking, etc) from their records.

I hope you can help. Thank you very much. [redacted]Desired Settlement: I would like my money returned to me. Charges are $18.95 for five months = $94.75. Charges are $20.63 for five months. The total charges from my account come to $198.50. I would like to be reimbursed for that amount. Plus, I would like absolute confirmation from WW that they will erase any information (personal, banking, etc.) pertaining to me from their records.

Business

Response:

Our records indicate that the subscriber canceled their WeightWatchers Online Subscription by requessting cancellation on our website on 09/**/13 effective 09/**/13.

However, there was a resubscription on 1/**/2014.

We are in receipt of an email requesting cancellation on 10/**/14 and we have responded to that email on 10/**/14, canceling the account effective 11/**/2014.

As a customer courtesy, we have credited the last payment made on 10/**/2014 in the amount of $20.63.

If the subscriber can provide a request for cancellation after 01/**/14 and before 10/**/14, we would be able to review that information.

WeightWatchers International