Weight Watchers International, Inc.

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:

The business in reference called me today, 7/*/2017 to confirm that they have received and reviewed documents that I emailed to them 7/*/2017, as requested. I have been informed by them that I will receive a follow up call from them next week.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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]

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 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 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 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]

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

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 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: 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 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: 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 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: 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 signed up for the Weight Watchers service under the advertisement that if I lost 10 pounds in the first 2 months of the service, I would receive the next two months for free. While my electronic weight tracking through their service showed a loss of more than 10 pounds over the first two months and I did not miss a payment, Weight Watchers failed to deliver on their advertising promise and charged me for my 3rd and 4th month use of their service ($40 value). I contacted WW near/on 5/*/2014 and was not refunded the $40.Desired Settlement: I would like Weight Watchers to honor their agreement, and prove they did not instigate a bait and switch offer, by refunding $40 to my statement.

Business

Response:

We're sorry to hear the member did not receive his refund for the Promotional offer. Our records show the member contacted us on 5/*/15 in regards to updating credit card information. The promotion isn't an automatic process as our systems aren't designed to monitor weight-loss and issue credit. We would need for the member to contact with proof of weight-loss. We have applied the credit of $39.90 of which the member will see within 3 to 5 business days.Weight Watchers apologizes for any miscommunication and look forward to continuing to service the member.

Review: My Activelink 2 did not work correctly from the beginning-registering way too many points for each exercise. I wore this on my wrist for one week, with same results. I took the product back to the store where I bought it. The [redacted] told me that it was a known defect while wearing on the wrist. She told me to contact Weight Watchers by email to see how to fix the problem. I filed an email-with a account number, and it said that someone would get back to me in 48 hours. A month after not hearing anything, I called the company tonight. They would not let me return the product- even though it was defective since the beginning. They transferred me to [redacted]- who said they would not do anything- without me restarting my Activelink and paying for it, and doing another test for a week. I told them after over a month with trying to get this resolved, I was not willing to pay more to test the software. I offered to mail my old one back and they send me a new one. They said no, and transferred me back to Weight Watchers. I asked WW to stand behind their product, and refund the money if it was a known defect. I was told no. I feel this is lousy customer service. I like the WW meetings, but the tech products are lousy, and I am extremely upset that WW will not do anything for the customer. I spent over 1 hour tonight trying to get this resolved, after going several times to the WW store, and still have nothing to show for my purchase.Desired Settlement: That Weight Watchers stand by their products, and if the product does not work as guaranteed, that they honor with a credit. I should not have to go through a third company, or if third company can not make right, WW sold the product to me, so they should refund it.

Business

Response:

[redacted],I work for Weight Watchers in the Corporate Affairs department. If you can, please call my department directly @ ###-###-####. We will correct this situation for you. User Name: [redacted] Sub: [redacted]I am putting notes on your account that you will be calling and should be assisted.Refer to user name and subscription number listed above.Best, [redacted] Weight Watchers International

Review: Program canceled between September and October.

$18.95 credit issued.

Company failed to cancel the recurring charge.

Second charge appears on October statement.

Two calls to company - waited 10 minutes to talk to someone - no one answered.

Had to call credit card company to register a dispute and get the credit for the second $18.95 charge.

Credit card company to flag account to "auto dispute" future charges if they continue.

Have emailed to the company -but have yet to receive any type of response.

We have emails acknowledging cancellation of account.

But that does not seem to carry over to their recurring charges.Desired Settlement: cancel account AND recurring charges

Business

Response:

Our records indicate that an account was under the name of [redacted] and the account was canceled effective 10/**/14 from a request received by email, at that time a credit of $18.95 was issued for the charge of $18.95 made on 10/**/14.WeightWatchers International

Consumer

Response:

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

[Your Answer Here]

The first time a credit was issued was associated with a September bill.The account had been canceled prior to that bill, but apparently never got into their system.So they credited the September $18.95 charge.Then we got another $18.95 charge in October.We were unable to contact the vendor (tried twice and waited for a human operator for 15 minutes each time).We went thru the credit card company and received a credit.And the credit card company put a "tag" on such charges to make sure we would not received such charges in the future.In frustration with Weight Watchers, we filed a complaint.An apology on their part would be nice.

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

Sincerely,

Business

Response:

WeightWatchers read the request to cancel [redacted]s account on 10/**/14. The last charge that was made was on 10/**/14. We refunded the charge made on 10/**/14 of $18.95. We had no prior requests to cancel from [redacted]. 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."WeightWatchers International

Consumer

Response:

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

[Your Answer Here]It is not worth the effort to try and get an apology. Just let it stand as is. They are wrong relative to the time of cancellation. But the credit card company has already taken care of refunding that charge. I doubt that we will ever have anything to do with Weight Watchers again.

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

Sincerely,

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

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.