Weight Watchers International, Inc.

Review: On the evening of May ** 2013 I visited the web site of Weight Watches.as a former member I was famalia with their program and to that end had purchasesd numerous books, scales and so on.That was over a period of several years . The plan never worked for me.Probably my fault.When I saw weight watches"On Line"I beleived it to be a different program " with all its hype.At any rate after subscribing to the plan learned it was basically the same plan as offered before less meetings.Since I had all of the cook books,hand books scales ,and so on I felt it once again would be an exersize in futility to enter the program on line .The following morning at approximittly 8:30 am I cancelled my membership .To do so you must axcess weight watches on line and fill out their form to wit you do not get a copy.To that end I had used the screen name of [redacted] Subsequently I was billed by weightwatches via American Express.To which I have maintained an excellent relationship for 27 years with them.Never late never a problem with a credit score of 820.When I advised AMEX of the problem they charged back the $56.85 Then contacted weight Watches for details. Weight watches response was,I cancelled my subscription on July [redacted] 2013 , once again no proof as the cancellation form is an internal document that only weight watches has excess to. Amex then reinsatated the amount was originally scheduled to pay of $56.85. UPON RECEIPT OF THAT NOTIFICATION I ONCE AGAIN WROTE TO AMEX AND TOLD THEM THE FOLLOWING.If indeed I maintained an open membership with weight watchesI think it would be logical to say that for three months or more they would have been in contact with me under the terms provided for in the contract .If the could show any documents , contacts whats so ever I would have received from them after paying a membership fee,show me. Logic would dictate that knowing full well I cancelled my membership I would complain. so show me!I cancelled my membership in less that 24 hrs after subscribing!Desired Settlement: Advise american exoress my membership was cancelled and reverse the billing of the amounty in question

Business

Response:

When the customer subscribed to Weight Watchers Online and submitted his payment, he 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. Since the cancellation request came from a different email address ([redacted] then the original sign up, the auto cancel would not complete.

However, while it is not our policy, customer service is very important to us and we have been authorized to credit his account for $56.85. He should see this credit on his next credit card statement.

Weight Watchers Customer Care

Review: I signed up for Weight Watchers at work over 2 years ago. I attended 2-3 meetings and stopped going. After about 6 months I realized I was still being charged on my credit card for the meeting (even though the charges were supposed to be covered by my employer) Regardless, I did not dispute the charges but called WW to cancel my membership. Apparently the cancelled the wrong account or only partially cancelled an account (the operator could not give me a valid explanation) and I have continued to be assessed a monthly charge for over a year for a service that I did not use. I just reviewed this month's statement and am still being charged each month. I called AGAIN to cancel and explained that I had ALREADY cancelled a year ago and they were making an error billing for the past year. They cancelled and credited only the previous month's charge despite admitting that they did not properly cancel my account the first time I called. I have never filed a Revdex.com complaint in my life but it seems ridiculous hat I should have to pay for someone's error in cancelling my account.Desired Settlement: I would like refund for the amount I have been over-charged since the last time I called to cancel my account. To the best of my recollection I cancelled in January 2013, WW credited back 1 month (October 2013). That is 9 months that I was charged after I cancelled. The charge was $12.95/month for a total of $116.55

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.

Review: I enrolled in weightwatchers on line on June **, 2013. I was to receive material that would assist me with implementing the online process. I contacted them in July(*) that I had not received any materials. They assured me the material was on its way. As of Nov. * the only thing I have been able to do is access information that is available to the general public for free. I cancelled my account on Nov. *, 2013 and requested a full refund. In an email on Nov. *, 2013 they noted that my account was closed and proceeded to tell me that I could continue to accessthe online sources. No offer was made to refund any of the $114.70 that has been taken from my account since June **,2013Desired Settlement: I would like to have the amount of $114.70 returned to me OR give me access by credit to my account or passes to attend local weight watchers meetings for no charge for the next 6 months here in my community. Starting Jan.*. 2014 - June.**, 2014

Business

Response:

When [redacted]’s subscribed to Weight Watcher 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. We do not monitor usage of an Online subscriber. Due to these terms, she is not eligible to receive a refund.

Review: I have been doing WW since 2009. Even though I canceled my subscription I tried for a year on my own and maintained but decided that I needed to go back to the group meetings because I was being told by several friends, wife and Dr. that I was doing better going to the meetings. So this September I joined again and started going to the meetings. November [redacted] I received a letter in the mail from [redacted], [redacted] and [redacted], a collection agency. Stating that WW turned me over to them for the sum of $ 42.95. I knew that this could not be correct and called WW and asked the representative (I will not mention names in this letter but have them for my records) Why I was receiving a letter from a collection agency. They gentleman gave a sigh and asked me if it was from [redacted], [redacted] and [redacted]. I said yes and asked if it was a scam. He asked me to hold and said he needed to talk to a supervisor. He, the representative, asked me if I was [redacted]. I said yes, but at this point I had not given this gentleman any information about my self. He said it was not a scam, that they did use them for collections. So I asked again why I was receiving this letter. He pulled up my account, again with no information given to him, I am guessing that he had some sort of caller ID because he never asked for my member number. He then told me he did not know because my account was in order and even my past payments were great. I asked him to verify the last for numbers of the credit card I used when I rejoined at the meeting and he did. I proceeded to tell him that he needed to contact the collection agency when he stopped me and told me that they do not have anything to do with it once the agency gets it and that I would have to deal with them. Now my wife who is an accountant, who does billing and collections for the firm she works with was listening to the conversation said “No that is not correct you need to call the collection agency and send them the form to call the dogs off. Apparently someone has not done their job correctly and you need to take responsibility for it and correct the problem.” The gentleman again went over the same thing like a broken recorder. Rather than hear my wife’s raised voice in one ear and him on the other end in my other ear. I asked for his supervisors name and told him that I will take care of it and told him that my wife will be calling back tomorrow. I called the collection agency and left a message for them giving them WW phone number and who I spoke with and to get in touch with them and work it out. After not hearing anything from WW or [redacted], [redacted] and [redacted] for 5 days I called WW again and spoke with another representative who basically gave me the same recording spiel but did tell me that apparently it was not processed correctly at the location of the meeting. So I wanted to know if it wasn’t processed correctly how is it that they have been billing me since and of course she didn’t have an answer but told me that everything is paid up in full and she didn’t know why I would have been sent to a collection agency. I asked if she could put my wife down as a person that be talked with about this account and she said she could and did. I asked if there was a name of a supervisor and she said depending on the time it is different people. At this point I had not personally talked to anyone at [redacted], [redacted] and [redacted] and called and left a message to call me. A representative called me the next day and left a message. I call him back the same day and he asked if he had been in touch with WW and he said no that basically he just collects the money and gives it to WW. I told him that they said that the account is ok and I don’t owe them anything. He said that it appears that what happened is that when the card was processed it came back as invalid. I said that could not be because they have charged the card since and he proceeded to tell me that when I went online to update my profile I entered the correct card number. I stopped him there and said that I never entered a card online everything was done at the meeting and he said that they somehow got the correct number from somewhere but basically the first month wasn’t charged because it wasn’t processed properly. So I asked basically they didn’t process it right and then they sent me to him because of their mistake and he said ‘yes” and that I needed to pay him the $ 42.95. I asked if my wife’s name could be but on his account so that she may call him about this. He said he would. My wife calls WW by passes the representative and speaks to a supervisor. The supervisor ended up contacting someone “in corporate” on the phone and said that they will get in touch with [redacted], [redacted] and [redacted] tomorrow and she will call back tomorrow. I went to my meeting that night and spoke with them and they said that all they do is run the card thru the “kerchunker” and then they mail them in to be processed so it couldn’t have happened on their end. The next day the same supervisor called my wife and told her she spoke with the person “in corporate” and there is nothing they are going to do about the matter and we have to pay [redacted], [redacted] and [redacted] and my wife wanted to know why if the account was in good standing and the supervisor said that actually it wasn’t. She went to explain that when I joined the credit card did not go thru because it was processed incorrectly so we were not charged for the first month then the second month was free and we just charged him for this month. So my wife asked how did you do that if the card did not go thru the first time. How did you get the correct number to charge the card and she didn’t have an answer. Then my wife why is it that both representatives we spoke with told me that the account had no problems with it but the representative at [redacted], [redacted] and [redacted] knew what the problem was and she didn’t have an answer for that either. What really upset us both is that WW could have taken 5 minutes to call me, email me or send a letter saying that they had a problem with the card but instead they chose to rush it off to a collection agency. In my field of work I sometimes have to take credit card numbers over the phone and sometime I do make mistakes and the card come back invalid. I call the customer back and usually it comes down to me having transposed the number but in 5 minutes I have the problem resolved. If I were to have just said “oh well” and turned them over to a collection agency I would be fired from my job. WW really needs to look at how they handle their accounts with a more personably attitude. The other thing that really got to my wife was at the meeting they use what I call a kerchunker to imprint your card. You know that thing they used in the 70’s and 80’s that slides back and forth. You would think that a company as big as WW would have at least a smart phone card swipe adaptor of some kind. So basically what it comes down to is somewhere in WW land someone made a mistake then they sent me to a collection agency. WWs billing representatives don’t know how to do their job efficiently and corporate could care less as to how they treat their customers. I have at this point paid [redacted] and [redacted] because I do owe WW the money but it was not my intension not to pay. They had the correct information the whole time.Desired Settlement: Apology in writing, Lettering stating this will not affect my credit rating, Company review how it handles "incorrect information input". Company updates its credit card machines in rural areas.

Business

Response:

Thank you for bringing this to our attention. Weight Watchers truly apologizes for any and all frustration this may have caused the member. Please know the collection agency that was referred in the original letter is a Non reporting collection agency. We do hope this clears up any confusion.

I have used WW for over 10 years and had always had good experiences until recently. I was a Lifetime member going every month to the meetings but when I became pregnant I stopped going. I had not realized that they had continued to bill me every month for the past 8 months and when I called I was told I could not get a refund. After being on the phone for over an hour they said they would only refund 3 months and to speak to a supervisor I had to wait 7-10 days for a phone call. When they finally called they refused the full refund and would only give me 6 months back. Even though when I stopped going coincides exactly with my pregnancy, they will not give me my full refund. It is a shame that WW would rather loose a customer, because I had been planning to go back after this pregnancy, then to just refund money to one that had previously recommended them and used them for 10 years.

Review: I have called in the month of March and cancelled my membership and also I check online and it shows that it is cancelled. But, they are still charging me a monthly bill.Desired Settlement: Reimburse the amount they charged on my credit card.

Business

Response:

Thank you for contacting Weight Watchers.

We show no phone or email contact the month of March. First email received to cancel account was 4/**/2014.

On step three of the sign-up process he 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". There is a paragraph located directly under the payment plan options which explains your account will be renewed automatically until you cancel. When the subscription was processed successfully, he 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 they can keep a copy for their records.

However, while it is not our policy, customer service is very important to us and we have been authorized to credit his account for $14.95. He should see this credit on the next credit card statement. The subscriber account has been cancelled effective today.

Sincerely

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: August *, 2013 I joined Weight Watchers and paid $156 for 14 weeks which includes 14 weeks of Free eTools and ended on October **, 2013. I rejoined on October **, 2013 for another $156/14 weeks which again included the 14 weeks of Free eTools and was to go until February **, 2014; it is at this time the problem started. In November I realized I was have issues with my eTool access and contacted Weight Watchers (WW) and they told me I needed to log in with my new Access Code (that I received when I rejoined); so I did and I recalled having access to this program. It was my December charge card I noticed there was a $14.95 charge from WeightWatchers.com posted November **, 2013 and again on December **, 2013 for services that was for the eTool . I called WW and my charge card disputing the charges with multiple times they have tried to help me, but they have stopped and the charges are back on my account. Initial charges11/*/2013 $156.00 which was to include the 14 weeks free eTool access. 11/**/2013 $14.95 (this was additional charges because of the use of eTools)12/**/2013 $14.96 (this was additional charges because of the use of eTools)WW stated I called and cancelled the eTool service on 1/**/2014; which I believe they actually talked to my charge card company who on my behalf was disputing the charges NOT cancelling the services. WW cancelled my eTool services three weeks before my service was to end by three weeks and refuse to remove the two $14.95 charges.Desired Settlement: Send me a check for the $29.90 and they should be responsible for the my time, frustration, and stress because they accounting system doesn't have the ability to know when user/members who paid the $156 upfront and the eTool is a free this service.I believe WW is taking advantage(scamming)consumers by charging them an addition to their payment of $156 with this $14.95 monthly fee.

Business

Response:

When she subscribed to Weight Watchers Online and submitted

her payment, 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.

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 authomatically until you cancel.

By clicking on the link below, you may refer to our

subscription agreement for additional inquiries you may have regarding our

refund policies.

[redacted]

However, while it is

not our policy, customer service is very important to us and we have issued a

full refund in the amount of $29.90. She

should see the credit on the next billing statement. Her

subscriber account has been cancelled.

Feel free to contact us with any further questions.

Weight Watchers International, Inc.

Consumer

Response:

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

Hi [redacted],

I send an e-mail last week -

My credit card holder has not seen anything from Weight Watchers regarding the $29.90 credit.

How long can they take to credit my account?

Sincerely,

Business

Response:

We have spoken with [redacted] on 07/**/14 and received information to allow the credit of $29.90 to be issued. Have informed [redacted] that credit should appear on credit card in 3 to 5 business days.

WeightWatchers International

Consumer

Response:

I will check online credit card activity to see if it has been posted on August [redacted].

Thanks -

Review: I signed up for weight watchers monthly pass on September *, 2014. I received an email from weight watchers and I thought that I was registering my monthly pass online. I was prompted to pay 58.00, which I did. After speaking with my weight watcher leader, I discovered that I had signed up for the online services. She told me to call weight watchers and explain to them what happened and that they would refund the monies back to me. I call and spoke with a representative and she stated that the monies would be refunded back to my card ending in [redacted]. It never happened after several more phone calls I spoke with [redacted] and she assured me that the money would be refunded back to my card ending in [redacted]. I asked her to issue a check because I did not think that they would refund my monies because it had not taken place thus far. She then stated that she understood and would issue a check. Approximately two days later I received a voice mail from [redacted] stating that the monies had in fact been returned to the card. It has been over a month now and I spoke with [redacted] today on December **, 2014 and she stated that the reason a check was not sent out is because it would take up to two weeks. She then placed me on a brief hold and came back on the line stating that the monies were returned to a different card number. I gave her the last four digit of my card number which did not match hers. She then asked if she can call me back in 5 min. I told her sure. [redacted] returned to the phone and stated that she will issue a refund check.Desired Settlement: I would like my refund in the amount of 58.00 as soon as possible in the form of a check.

Business

Response:

Weight Watchers shows a credit in the amount of $56.85 was issued 10/**/2014. The reference number to this transaction is [redacted]. We have offered to be on a conference call with the [redacted]'s bank to confirm the credit.Last phone call documented was 12/**/15 and [redacted] was contacting her bank.Please have her contact Corporate Affairs Weight Watchers @ ###-###-####.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 cancelled a monthly weight watcher plan I never used and was promised a pro-rated refund of $69. I have called repeatedly since December **, 2015 and each time they say I'll have it 10 business days (which is malarky in itself since they can take my money in 2 minutes). January **, 2016. Still NO REFUND.Desired Settlement: At this point I'd like a FULL REFUND. This is not the first time I've had cancellation issues with weight watchers and why I hesitated to sign up again. It's always a nightmare to get out of it. Oprah should think twice about who she's representing.

Business

Response:

We received the member's request for full refund. Corporate Affairs has research the member's original contact. We've reached out to the member via phone and email requesting receipt of payment. Once Corporate Affairs receives the receipt, we will provide a full refund for $114.85. 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 have submitted a copy of the bank transaction record to "[redacted]" AS REQUESTED EVEN THOUGH THEY ALREADY HAVE ABSOLUTE PROOF OF MY PAYMENT via the membership number (a subscription plan keeps my credit card number, payment history, etc.). When I spoke with Flo earlier this morning, PRIOR TO THIS POSTING, she was RUDE and let me know if I didn't "comply with their request" my money would not be refunded. I have asked for an acknowledgement of receipt of my transaction record and to let me know the refund has been processed. Instead I see this note posted with the Revdex.com and no acknowledgement of receipt of proof (that they already possess in the first place).Until I receive a refund, I consider this unresolved. Thank you. Kimberly P[redacted]

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

Sincerely,

Business

Response:

We received the member's request for full refund. The member provided a copy of the receipt and a refund for $114.85 has been issued. Please let us know if you need further assistance. Sincerely,Flo G[redacted]coporate 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: In early 2010 I joined Weight Watchers, adhered to the Momentum plan and lost weight.

In the fall of 2010 the program change from Momentum to Points Plus. I was paying to track my points through my smart phone and so when the plan changed I was no longer able to use the Momentum program on my phone. I had already been eating healthy foods fruits and vegetables and on this new plan was unable to lose any weight. I stuck with it for several more months but finally terminated my membership when I was unable to lose weight on the new program.

I have since rejoined with a friend who had lost 40 plus lbs only to realize when comparing the points from the launch of Points Plus to now that the program has been adjusted and that many foods have higher points now. The program clearly needed adjustment in order to provide the promised service.

It occurs to me that the program had not been properly tested and that it was not possible to lose on the 2010 Point Plus. There is evidence on the blogs and forums on the Weight Watchers website that the program was not working for many people in 2010.Desired Settlement: I would like to be given a 6 month credit to be applied to my current membership.

The program was not ready for market and could not provide weight loss service.

Thank You

Business

Response:

Thank you for contacting Weight Watchers.

We first launched the POINTS® program in [redacted], and it marked a whole new era for Weight Watchers. The POINTS program took a major step forward in helping our members by providing a tool to guide healthy choices in an infinite array of eating situations. Counting POINTS values provided critical help to our members in:

Research has shown that budgeting and keeping track of our food and exercise is a critical part of developing healthier habits and lifestyle change. The currency of the original POINTS formula was based primarily on calories with a penalty for fat and a bonus for fiber. During its 13 years, many, many, many people had terrific success following it. So why change such a great program?

We asked ourselves that very question about three years ago. The simple answer is that understanding about weight loss has grown significantly over the past 10 years. Further, we have grown to learn even more about the difficulty in making healthy choices and achieving sustained weight loss in a food culture that seems to conspire against us. This so-called “obesogenic environment" is one in which we find ourselves surrounded by multiplying food choices in the grocery store and in restaurants. Too many of these choices seem to entice us to excess sugars, fat and sodium as well as ever-increasing portions. All of this began to suggest that we needed a better set of tools to help us cope in our daily world.

Some of the recent areas of advancement in understanding include:

1. Conversion cost. It has been known for decades that the body has to work harder to process some foods more than others. For example, protein and carbohydrates rich in fibre take much more work to process than refined carbohydrates and fats. This means that some foods leave our bodies with fewer calories to use for fuel. While the knowledge has been there for years, weight-loss diets have traditionally been based simply on calories.

2. Energy density and satiety. Research has shown that we tend to eat the same volume of food each day. Eating foods that have a low energy density (e.g., relatively few calories per volume of food) leads to having a greater feeling of fullness and satisfaction. Furthermore, research has also shown that some nutrients, particularly protein and fibre, provide greater satiety than others, such as sugars and fat.

3. Complexity of choice. It’s easy to feel a little overwhelmed each day by the horde of messages, often seemingly conflicting, about the latest nutrition fad. Watch out for saturated fats! Watch your sodium! Carbs are bad! No wait, all fat is bad! Our lives move too fast to think about all of this stuff too much. It would be far better if there were a food plan that did the homework for us.

Knowing all of the above was reason enough for us to recognize the need to give the POINTS program a long awaited refresh. However, the best reason I can think of is this: Empty calories. The bottom line is that an energy deficit is still at the heart of weight loss. The issue is that calorie-counting has become unhelpful. When we have a 100-calorie apple in one hand and a 100-calorie pack of cookies in the other, and we view them as being “the same” because the calories are the same, it says everything that needs to be said about the limitations of just using calories in guiding food choices. We needed a program that recognized that calories are most definitely not created equal. We knew that counting, budgeting and planning still made fundamental sense, but we wanted a better and more accurate currency. We wanted a POINTS formula that was much more “opinionated” about food choices beyond just calories.

Introducing the PointsPlus program

Our new PointsPlus program is by far our biggest advancement since the launch of the POINTS program 13 years ago. It has a completely new formula, a new set of food rules and nutrition guides built into a simple, easy-to-use plan.

Philosophically, the PointsPlus program is allowing us to step in front and into the future. We are taking a stand for unprocessed food. We are taking a stand for fruits and vegetables. We still recognize the need for a lot of flexibility and some indulgences, but just in a much smarter way. It’s a modern approach that gives us all the ammunition we need to survive and thrive in an often unforgiving food culture. It allows us a way of making choices that will leave us feeling satisfied, more energetic, more in control and give us the edge to lose weight and maintain that loss in a healthier, more sustainable lifestyle.

Based on this information the customer is not eligible to receive a refund. However, while it is not our policy, customer service is very import to us and we have been authorized to issue a 30 day time credit to [redacted]’s monthly pass account.

Weight Watchers will continue to evolve and offer the newest and most current weight loss information to our members.

Weight Watchers will continue to evolve and offer the newest and most current weight loss information to our members.

Our new PointsPlus program is by far our biggest advancement since the launch of the POINTS program 13 years ago. It has a completely new formula, a new set of food rules and nutrition guides built into a simple, easy-to-use plan.

Philosophically, the PointsPlus program is allowing us to step in front and into the future. We are taking a stand for unprocessed food. We are taking a stand for fruits and vegetables. We still recognize the need for a lot of flexibility and some indulgences, but just in a much smarter way. It’s a modern approach that gives us all the ammunition we need to survive and thrive in an often unforgiving food culture. It allows us a way of making choices that will leave us feeling satisfied, more energetic, more in control and give us the edge to lose weight and maintain that loss in a healthier, more sustainable lifestyle.

3. Complexity of choice. It’s easy to feel a little overwhelmed each day by the horde of messages, often seemingly conflicting, about the latest nutrition fad. Watch out for saturated fats! Watch your sodium! Carbs are bad! No wait, all fat is bad! Our lives move too fast to think about all of this stuff too much. It would be far better if there were a food plan that did the homework for us.

Knowing all of the above was reason enough for us to recognize the need to give the POINTS program a long awaited refresh. However, the best reason I can think of is this: Empty calories. The bottom line is that an energy deficit is still at the heart of weight loss. The issue is that calorie-counting has become unhelpful. When we have a 100-calorie apple in one hand and a 100-calorie pack of cookies in the other, and we view them as being “the same” because the calories are the same, it says everything that needs to be said about the limitations of just using calories in guiding food choices. We needed a program that recognized that calories are most definitely not created equal. We knew that counting, budgeting and planning still made fundamental sense, but we wanted a better and more accurate currency. We wanted a POINTS formula that was much more “opinionated” about food choices beyond just calories.

Introducing the PointsPlus program

Our new PointsPlus program is by far our biggest advancement since the launch of the POINTS program 13 years ago. It has a completely new formula, a new set of food rules and nutrition guides built into a simple, easy-to-use plan.

Philosophically, the PointsPlus program is allowing us to step in front and into the future. We are taking a stand for unprocessed food. We are taking a stand for fruits and vegetables. We still recognize the need for a lot of flexibility and some indulgences, but just in a much smarter way. It’s a modern approach that gives us all the ammunition we need to survive and thrive in an often unforgiving food culture. It allows us a way of making choices that will leave us feeling satisfied, more energetic, more in control and give us the edge to lose weight and maintain that loss in a healthier, more sustainable lifestyle.

Based on this information the customer is not eligible to receive a refund. However, while it is not our policy, customer service is very import to us and we have been authorized to issue a 30 day time credit to [redacted]’s monthly pass account.

Weight Watchers will continue to evolve and offer the newest and most current weight loss information to our members.

Review: I joined Weight Watchers Online and cancelled. I recommitted myself, and rejoined Weight Watchers Online with no avail. As of today I have cancelled

I joined Weight Watchers Online and cancelled. I recommitted myself, and rejoined Weight Watchers Online with no avail. As of today I have cancelled because I have not used it for a very long time. I am concerned about the refund for the time I did not use the online service. I spoke to Brad who only applied $16.10 as a refund. I am requesting my account be researched and that I be refunded, based on non-usage of the site. I was not able to remain consistent in using the tools, and chose to cancel. However payments were being deducted from my checking account.

Thank you,

[redacted]Desired Settlement: Refunded according to the time I did not use the web site.

Business

Response:

Here at Weight Watchers we value each and every member. Each individual subscriber is responsible for the terms of their subscription.Weight Watchers is not authorized to access or monitor individual accounts in order to determine non-usage. We evaluate eligibility for refunds on the basis of when the cancellation was sent. Due to the terms, the member is not eligible for any additional refund.Please let us know if we can be of further assistance.Sincerely,Flo G[redacted]Corporate Affairs

Review: I cancelled my membership in June and was assured that I would not be billed again. Instead this company processed 2 more additional billings through my bank account. Since I was assured no more billings would be billed to my account, I did not transfer monies into that account to cover the withdrawals. As a result, not only did I incur the monthly fees charged by Weight Watchers for a subscription that was cancelled, but I also incurred bank fees resulting in the unauthorized withdrawals. I am seeking damages for the months billed after notification of my cancellation, as well as bank fees incurred.Desired Settlement: I am seeking a refund from the company for the months of July, August, September along with bank fees incurred each month.

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's request for a refund.We show the member registered for the program on 6/**/15. The membership covers 6/**/15 to 7/**/15 with Terms and Conditions of a 15 day pre-billing. Our records do not show a cancellation request was made by the member until member's contact on 9/*/15. When a member cancels, Weight Watchers provides a cancellation number for their records and to ensure cancellation has been applied. The member was unable to provide.We value each of our members and as a courtesy applied a refund of $104.00 to the debit/credit card. The member should see the refund within 3 to 5 business days.Please let us know if you need further assistance.Sincerely,Flo G[redacted]Corporate Affairs

Review: I signed up for and was billed for an introductory promotion of 3 months of Weight Watchers services on 1/**/2015 for a total of $139.90. I was not happy with the services and called to cancel in Mid March 2015. After reviewing my account I discovered that Weight Watchers continued to charge me through 3/**/16 when I finally caught this. They began charging me $69.95 on 4/**/15 and continued that for 12 months.

I have asked for a refund from Weight Watchers but they claim since I cannot produce a confirmation number from my phone call in March of 2015 that they are not obligated to return any of my money.

I am now out $839.40 for services I canceled but they continued to charge me for.

Weight Watchers should be able to clearly see that there has been absolutely no activity on my account online or in any meetings.

I am disgusted that that made a mistake cancelling the account, called me a liar claiming I never called to cancel, and are now refusing to return my money.Desired Settlement: I would like a refund for the $839.40 that have been charging my account after I asked them to cancel the account in March of 2015.

Business

Response:

We received the member's request for a refund. Upon the member's sign-up, the member must agree to terms and conditions. Once a member contacts Weight Watchers to cancel, every member is provided with a cancellation number and also has the responsibility to review their financial information. Weight Watchers has reviewed the time in which the member states they made contact to cancel but we're unable to locate any communication from the member. We value every member and we are more than happy to provide a six month time credit of $419.70. If the member can provide the cancellation number at the time of the original cancellation, we'll be more than happy to review. Please let us know if you have further questions or concerns. Have a great day! Sincerely, Flo G[redacted]Corporate Affairs

Consumer

Response:

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

[Thank you for reviewing my claim in a timely manor. I am however extremely unsatisfied with the offer of $419.70. While I agree that I am negligent of tracking the account these funds were automatically pulled from, I feel it is Weight Watchers responsibility to honor their customers requests to cancel their service. I wrote the cancellation number given to me over the phone in March of 2015 on a document that was destroyed with other documents from 2015 I no longer felt I needed. I typically purge these documents after completing taxes each year and only keep what I feel is necessary. In this instance apparently this was a document I needed to hang onto. I distinctly remember calling to cancel this membership because it was a few days before I had a scheduled surgery and it was one of the tasks I needed to complete on my "to do" list before that surgery. I am quite positive Weight Watchers would have the ability to look at my online activity for this membership and see that there has been absolutely zero activity since the initial 3 month trial period I paid for. During this initial time period I was actively recording data such as calories and weight loss. By Mid February of 2015 I was no longer using this on a regular basis, and by March of 2015 I was not using it at all. I am requesting that Weight Watchers return the full amount of $839.40 for the 12 months of membership fees I was charged beginning on 4/**/15 after I called to cancel this service mid-March of 2015. I feel that there is overwhelming evidence of account activity collaborating with a March 2015 cancellation. I feel it is very unfortunate I am not in position of the document containing the cancellation number I was given over a year ago, however my failure to produce said document is not grounds to refuse a complete refund. Two overwhelming details stick out in my mind pertaining this situation: 1. Why would I knowingly continue to pay for a service I was no longer using? 2. It is obvious by the fact that I never bothered to check my account for future transactions that I considered this membership cancelled and the issue closed.

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

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 because:

[Your Answer Here]

Hello [redacted] I have not received the redund from Weight Watchers per their agreement in the resolution. Please re-open this case. Thank you,[redacted]

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

Sincerely,

Tim Waldorf

Business

Response:

We received the member's request for a refund. Messages were left to identify if member wanted a check or refund via card on file. One month had already been issued and an additional refund for $349.75 has been issued to card on file.Please let us know if you have further questions or concerns. Have a great day! Sincerely,Flo G[redacted]Corporate Affairs

Review: I bought a subscription on line and went to use it. Within 10 minutes I knew it was not what I thought it was or what they said it was on the commercial. So I requested a refund. I was charged $65.00 and refunded only. $16.10. Product_Or_Service: weightwatchers Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund Just refund me the $65.00. I will not use the service, I just got into the website for about 10 minutes and knew it was not going to help the need I wanted.

Business

Response:

When she subscribed to Weight Watchers Online and submitted her payment, the customer agreed to the terms and conditions set forth in the Subscription Agreement. The individual subscriber is responsible for therms of their subscription including the price plan under which they are billed. Due to these terms, she was eligible to receive a $16.10 refund which has already been processed.

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 the remaining amount of $48.90. This credit covers the full amount paid to Weight Watchers. She should see this credit on her next credit card statement. Her account has been cancelled effective today 10/*/2013.

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: We canceled our memberships to weight watchers in july and our credit card is still being charged we have called numerous times about this problem and seem to be getting no where. when we joined they were very attomit about getting our credit card information.Desired Settlement: reinbersment for july august september and october.

Business

Response:

We offer several different options for cancellation. Using the information provided, we searched our database and phone records, but did not find any requests for cancellation prior to 08/**/13.

Furthermore, we show no record of a cancellation request from the customer using alternative cancellation options. We apologize, but if the customer is unable to provide evidence of a previous cancellation request, she is not eligible to receive a refund.

The individual subscriber is responsible for the terms of their subscription and for canceling their account.

However, while it is not our policy, customer service is very important to us and we will a one month refund to her account for $42.95. (9/*-10/*/13 Montly Pass dated)

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

Review: Hello, it has come to my attention that once again Customer Service is under attack in Our Great Country!!! I have lost over a hundred pounds in the last year, and have been maintaining it, Thanks to an amazing program called Weight Watchers, their phenomenal techniques have changed my life, and I am so very proud of the change. But sadly I think it should be said that they DO Not value their customers. Which breaks my heart. They give you what is called a Trial Period, which is code for rob you blind if you as a valued customer do not follow a very specific form to cancel. And let's be clear, The trial is not free. It lasts for 3 months and supposedly you have the option to Renew or Decline at the end of this Said trial. So you must understand how disheartened I was to find that my credit card was still being charged each month for $18.95, although I had declined to Renew in April of 2013!!! Apparently they want you to email them or personally contact them, but my next question is, What is the choice to not renew....hmmmm pretty sketchy!!! Also when looking at their website, they'll give you the option repeatedly to email them, don't know about the Revdex.com, but I like personal contact, it took me longer than it should have to get an actual number. As I said WW is an amazing program that worked wonders for me, but if you have taught me the skills necessary to live a better, healthier life, why would you sacrifice the trust with a valued customer and continue to STEAL my hard earned money!!! Oh, because you want to lose customers I take it. Let's include the fact that I have no job. And that I literally was about to sign up for the Two Week Jump Start that [redacted] also feels has changed her life, but sadly they just lost themselves a customer. I do take it a tad seriously when inappropriate customer service and underhandedness rule the world, money out of my pocket could one day be taken out of yours, and if that's not important, especially as the economy is in such disarray! Can't be sure what is. I have learned lately that ONE voice means nothing, thought this was America, land of Democracy, where we all have a voice, sadly I have been misguided. Sad that good people can't have hope in such a rich land!!! I truly don't look forward to retrieving the money they stole because I have no proof of cancellation, but I do wish they could work on caring for their fellow man, as I do. They destroy hope and break trust in what we should hold so dear, HUMANITY!!! Thank you for your time and attention.Desired Settlement: The issue addressed, love the return of my husband's money. We are a military family trying to take care of two young children

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.

Review: I signed up for Weight Watchers on Saturday, July [redacted] excited to take control of my eating and begin a healthier lifestyle. I went to the closest meeting, twenty minutes from my house, talked to the representative about the different payment options and decided to sign up for the monthly pass. I was told I can cancel any time as long as I did so before my new cycle began, which was the [redacted] of each month. I had about 5 minutes with the representative to sign up and pay and weigh in due to the line behind me. I could not stay for the whole meeting so I left before the instructions for new members and returned on Monday for the entire meeting. After that Monday, I could not make it back for a meeting as my summer schedule conflicted with the meeting times. I told a coworker about joining and she joined as well as an online member.

On August [redacted] imagine my surprise when Weight Watchers deducted $42 from my account. I tried to find contact information on my app and was directed to FAQ which explained they take out your membership fee 15 days in advance. I was a little miffed as I had no idea, but the money was in my account and I figured it would be my only surprise. In September, after another month of not being able to make it to a meeting I thought it makes more sense to switch to online membership. I did not know that was an option as it was not given to me as one at the meeting, understandably, but since my friend researched and found it as one I thought it made sense for me as I wasn't making it to meetings anyway. I tried to find a way to switch on my app and could only find email addresses for different scenarios. So on September [redacted] I emailed asking to be changed to online membership before the money is taken out on the [redacted]. No response. Money is removed. I email a different email address, and then emailed the initial one again on the [redacted] asking to just cancel my subscription and refund my money. This has been going on since September [redacted]. I cancelled myself online and over the phone, returned the card they sent that I didn't receive until after the [redacted] and even deleted the weight watchers app even so that would not be used as a reason to keep my money and I still have not received payment back. I can forward my two sets of emails detailing my request. A credible organization should never make it this difficult to cancel and recoup funds that should not have been taken in the first place.Desired Settlement: I want the amount of my September to October monthly pass refunded to me.

Business

Response:

We have reviewed the Monthly Pass account and see that a credit of $42.95 was issued on 10/**/14 for the payment made on 9/**/2014 as a customer courtesy as we had not received the Monthly Pass card for the period 09/**/14 thru 10/**/14.

WeightWatchers International

I signed up just after Thanksgiving and the only thing I've lost is my patience. Nothing works, and yet they continue to push the new program, leaving us all in the lurch. For this I paid $120?

I have always had great success with Weight Watchers online. I signed up in January 2015 for the online service for $19.95 per month. (This was the 2nd or 3rd time I have used the online program, and I really enjoyed it.) By December 2015, I had decided that I had learned enough about Weight Watchers again that I no longer needed the online experience, so I followed the online directions to cancel my account. I received online confirmation that my account would be active through the end of December (12/**/15). In January 2016, I received an email that [redacted] was authorized to take $19.95 out of my account via Weight Watchers Online. The email also stated this would not happen if Weight Watchers Online did not authorize the payment. Considering I had just canceled my account the previous month, and received the online confirmation that it would not longer be active passed 12/**/15, I did not think this would happen. I did not follow through with my bank/account because I had just canceled my account the previous month and received online confirmation. I figured things just hadn't gone through in the system yet. Skip ahead to today, February *, 2016. I again received an email from [redacted] stating I would again be charged $19.95. Thinking it was an error of some kind, I filed a dispute with [redacted] about the payment, and decided to follow through with Weight Watchers Online. To my surprise, my account was still "active" and showed I was charged through 3/*/16 for online services. I called the 1-800 number I found online and was told that even though I followed the directions EXACTLY as they appeared online in December 2015, and received online confirmation my account/service with Weight Watchers Online would end 12/**/16, it was never canceled, and I would not be refunded for the payment for January 2016, and only for today's payment (for 2/*/2016), since I did not contact anyone in January. If I receive online confirmation that it would be canceled, why would I check again to see if it was canceled (as the customer service rep I spoke to this morning said I should have done)? I didn't think I even had access anymore... I had JUST canceled my account the previous month, received online confirmation, and had faith in the company the cancellation did go through as it reflected on my end. I am extremely disappointed with how this was handled, and I will never do any business with Weight Watchers, or Weight Watchers Online ever again. Nor will I ever recommend Weight Watchers Online to my friends and/or family. And that is a shame, because it's one program I felt passionately about; but no longer. Not if Weight Watchers Online is going to continue to steal money from people, even though they canceled their accounts.

Review: Weight Watchers emailed an offer for 6 months membership at half price with the sale ending on March **. On March ** when I clicked on the link in the email, it did not take me to the sale, but to the regular price. I completed an email "Contact Us" as well as left a message with their 800 number to get assistance and explained that I was trying to sign both my husband Jerry and myself up for the six month sale offer. On that day I received an auto email reply that I would be contacted. Today, March **, since I had not received a resolution email or phone reply, I again called the 800 number and spoke with a representative who filed a complaint in their system, but said there is no way they will now honor their special price.

Since I attempted to pay on March **, and have documentation to prove it, I can not believe that they would not honor their sale price. If so, they clearly do not care about customer service and honoring their advertising special rates.Desired Settlement: Honor their 50% off for six months for both my husband and me as advertised

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 for your prompt action and assistance in this matter.

Sincerely,