Weight Watchers International, Inc.

Review: My parents and I all signed up for Weight Watchers together, we tried meetings and then decided to back off to just on line about a year ago. When you sign up for weight watchers.com it is a month to month program and you are auto-renewed each month regardless of whether you are you using the program or not. They charged your credit card with no notice to you via email that you've been charged, no request to authorize, nothing. So if you elect to not use the program anymore and forget to quit the program, there is no reminder that you are being charged $18.95 per month. It just happens automatically, there is no way to just sign up for a month and then decide if you want to renew or not based on an email reminder. They rope thousands of people each month to charges on their credit card and many go on paying, not using the program, and have no any idea they have been charged. My dad figured out that these monthly charges were going on when he was doing his taxes and reviewing his yearly [redacted] statement. In my opinion, this is fraud and taking advantage of people who need help.Desired Settlement: They would only refund me for 3 of the 6 months that I have not used their program. I would like a full refund, and feel Weightwatchers.com needs to be investigated for fraud and prosecuted for taking advantage of people they are supposed to be helping.

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 her that her 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 she agreedto before gaining access to the subscriber tools, clearly sets forth our automaticbilling policy.[redacted]In addition, when her subscriber is responsible for theterms of their subscription including the price plan under which they arebilled and for cancelling 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 an additional refund in theamount of $55.85 (total refunded 6 months) which usually takes 3-5 business days to reflect from today’sdate of 2/**/2015. [redacted]Weight Watchers Customer Care

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: On 12/**/13 I contacted Weight Watchers(WWs)Customer Service line to find out why they were billing my credit card months after my Trial membership ended. I was told that since I hadn't cancelled after three months when the Trial was over, I was legally responsible to continue paying even though my service was terminated and I never accessed it again. This "oversight" on my part cost $56.85 for the Trial and then $170.55 before I caught on that WW was quietly continuing to bill me for nothing. I told the CSR and Manager I did not want this service and I wanted the $170.55 refunded to me. They told me they would refund the $56 Trial Fee, but if I complained to the Revdex.com, they could not refund anything. Angry at their tactics, I contacted the Revdex.com and WW's responded that they would refund my trial fee. This made the Revdex.com complaint go away, but THEY DID NOT REFUND ANY MONEY and they STILL continued to bill me. WW's CS number ###-###-#### states I can cancel on the phone, but after I followed the prompts, a message tells me they are closed and I have to call back during regular working hours. I've invested very much time just trying to end this billing. PLEASE HELP ME SINCE THERE SEEMS TO BE NO WAY TO STOP THEM!Desired Settlement: I would like a $170.55 refund and I want this "MEMBERSHIP" to be cancelled.

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: Not reinstating my account.

On 11/*/13, I emailed weightwatchers and cancelled my account. I never received an email acknowledging that. So I telephoned them and spoke with [redacted]. She refunded my $18.95, that they went into my account and took and also told me that they would be taking out $49.95 for my 3 month membership. I only take out for 3 months, never month to month. My confirmation number was [redacted]. I was reactivated. Now today, 11/*/13, so person named [redacted], a Customer Service Associate went to cancel my account. I spoke with [redacted] and she had me on hold for over 30 minutes and could not give me the exact same membership information as [redacted] did. Their wait time on hold is almost 25 minutes. I have been a member since 4/2012 and I will not have anyone going into my account without my authorization.Desired Settlement: I want them to train their customer service associates to make sure before they get emails, to make sure that the customer has not called into the office and changes had not been made. I want them to stop going into my account and send me a reminder that it is time to renew my account.

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 was double charged for a monthly membership, two months in a row, and was single charged for a month of membership after I cancelled my account. When I called Weight Watchers to try to sort this matter out, the representative said that one charge was merely an "authorization" and the second was the real charge. I then called my credit card company and they confirmed that I had indeed been double charged/ charged after the cancellation.Desired Settlement: I want my credit card to be reimbursed for the 3 months of overcharge.

Business

Response:

It appears this issue has been resolved.

[redacted]l was issued a credit 1/[redacted]/14 in the amountof $128.85 for duplicate accounts.

Feel free to contact us if any further information is required.

Weight Watchers Customer Care

Review: I answered an online offer to join weight watchers program "free" in June 2013. I joined for 3 months, which cost me $57.00, which was supposed to be for the online information and starter kit. I explained to them that I would be in CT until September and please send the kit to my temporary address. I waited about two weeks and contacted them by email that I had not received the kit. I received no response. I contacted them by phone only to lose connection before I got an answer and 2 more times by email. I finally spent about 2 hours on the phone before I actually spoke with a person. I told them that at this point I was cancelling my membership and wanted a refund of my money. I was told that they would not refund me because I was in my second month of the membership. I explained that I never received the kit. I was informed that they ran out of them. I asked to speak with another person with the same response, no refund. I told them I wanted to file a complaint. She noted what my complaint was and said she would file it and someone would be in touch with shortly. A few hours later a man left a voice message that my complaint was denied and left me a telephone number if I had any questions. I called the number and the operator told me that that number could NOT receive any incoming calls. Their customer service telephone number is ###-###-####. I am in a campground and do not have access to a computer on a daily basis, which is why the starter kit was essential to me.Desired Settlement: DesiredSettlementID: Refund

Refund of my membership 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.

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 $57.85. She should see the credit on the next billing statement. Her subscriber account has been cancelled.

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

[redacted]

Weight Watchers Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. However, I believe that card was cancelled. They may send me a check in the amount of the subscriptin fee (57.00) to me at [redacted] and I will consider this matter resolved.

I am a 'Life Time Member' of Weight Watchers; who went to an employee inquiry meeting. Was shocked as to how little the employees make. Millions are spent on advertising, millions are spent on hiring Oprah Winfrey; but, the 'small fry' doesn't even get 'plankton'.

The room was full of lovely women of all ages; wanting to make a 'living wage'. How does Weight Watchers explain this wide discrepancy in pay? Does not Weight Watchers value wages of women? Walmart pays better than Weight Watchers. I will not even go to Weight Watchers as a customer, let alone an employee knowing; how, little the company values its workers.

Review: The Problem:

To Weight Watchers, I paid, in full, for 3 months of services which include weekly meetings and online tools/services. Weight Watchers accepted my payment. When I attempted to access the online tools, I was told by the company that I must give them my credit card and authorization for them charge me renewals. As I had already paid completely for 3 months of services, I expect to receive that for which I have already paid so that I CAN DECIDE if I want to renew - 3 months later! They have no rights to my private credit card information and I did not owe them any payment.

I contacted them on 10/**, 10/**, 10/**, 10/**, 11/**.

I tried multiple times to obtain the services for which I paid. The Weight Watchers responses were all refusals to honor their obligation to provide the service for which I paid.

They are extorting private credit card information from their customers. Review of their website reflected NO indication that I would be required to provide them with my private credit card information. They accepted payment in full for 3 months of their services and then changed the rules and refused to provide the services for which I had already paid. It's extortion. It's false advertising. Least of all, it's very poor business ethics.Desired Settlement: I want the 3 months of online tools & services for which I paid, and for which Weight Watchers accepted payment.

Business

Response:

We received the member's request for a refund. We're concerned about the contacts the member stated she's made and a resolution was not made. Based on the dates the member states she's been in communication with Weight Watchers, our Corporate Affairs Group would have received this escalation for the member's request.Due to the code has not been used to setup her Monthly Pass, we will issue a check for $114.85 of which will be process and can take up to two to four weeks to receive. The check will be mailed to the address Revdex.com has provided. We will also notify the member via their email of the resolution.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:

With all due respect, I did not request a refund. I want the services for which I paid and for which Weight Watchers accepted payment. If the company is intent on extorting private credit card data from it's customers, then they should not accept payment at the meetings. I'm very unclear how it can be legal for a company to which NO MONEY IS OWED to require credit card information.Sincerely, [redacted]

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:

In their response, the Weight Watchers Intl company has indicated that if I call their Corporate Affairs they will set up my account, but that claim in untrue. I followed the instructions provided in the company response and I called the Corporate Affairs department. I spoke with a very nice person named [redacted] on 2/** at 2:25pm (central time). [redacted] informed me that in contrast to the claim in the company's response, she CANNOT in fact, set up my account.I have repeatedly expressed that I do NOT want a refund. All I want is what I paid for and I'm being treated as though I'm making some sort of outrageous demand - how is that possible? I do NOT want my money back, and I'm not asking for anything for free. I'm simply asking to receive the services for which I paid and for which the company accepted payment. Sincerely,[redacted]

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

Sincerely,

Business

Response:

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

Review: I wanted to renew my membership. I called the customer service and the women told me to wait until my contract renewed on a Sunday and I could still get the advertised special at that time. I went to the meeting and came out and they told me the special had ended. I was very unhappy. They misinform the help on the phone. I was supposed to get the started kit and the special.

She told me someone would get back to me and they never did. I emailed twice already.Desired Settlement: I want the special with the starter kit. I saved up my money for this and as a non full time employee it is a stretch for me to afford the program as it is.

Business

Response:

Thank you for contacting Weight Watchers.The meeting room product vouchers were mailed 11/**/2015. Please allow 7-10 business days to receive.Feel free to contact Weight Watchers Corporate Affairs department directly @ ###-###-#### with any questions.Sincerely,[redacted]Corporate Affairs ManagerWeight Watchers International

Review: I joined an online weight watchers plan for a trial period. I continued the program for several months after the trial period and attempted to cancel the membership using the online process in May 2013. In June 2013, I noticed that $18.95 was deducted from my account again. I spoke with [redacted] from weight watchers and discussed the problem. I was assured the membership was cancelled and the $18.95 charged for June would be refunded. Due to circumstances beyond my control, I was not managing my checking account during the months of July through December. Also, there was NO activity on this account because I was under the impression it was cancelled as requested. Upon my return, I noticed that the $18.95 had continued to be charged and I immediately contacted weight watchers again. I was placed on hold for long time periods, the phone disconnected several times, and I was not able to make contact with a human on numerous occasions. Please note, I work during weight watchers operational hours and attempted to make contact whenever my schedule allowed. Finally during the holiday break, I was able to speak with a representative on 12/**/25,. After explaining the situation she informed me that the system was down and I would have to call back. I called back on December **, 2013, and spoke with [redacted]. After explaining the situation to her, she told me the system was down and I would have to call back. At this point, I realized that I was not going to be able to resolve this matter with weight watchers so I contacted Bank of America (my banking institute). The agent, [redacted], from the fraud department attempted to contact weight watchers with me on the line, and we were placed on hold for approximately 10 minutes without speaking with a representative. At this time, Bank of America issued a temporary credit for the months of June through December while they investigate the matter. On January **, 2014, I was notified by Bank of American that they could not refund the charges for the months of June, July, August, and September because they were out of the time range allowed. However, they did credit my account for the months of October, November, and December. I still have not been able to speak with a representative from weight watcher to discuss and resolve this matter, therefore I am contacting you for intervention and assistancDesired Settlement: Refund check in the amount of $75.80 which represents the $18.95 deducted from my account for the months of June, July, August, and September. Unfortunately, they cannot credit my account because the Bank have placed a block on their company.

Business

Response:

Weight

Watchers values our customers and takes pride in making sure our products meet

and exceed their expectations. We have made efforts to ensure our customers

understand our products and what they are purchasing. In the customer’s case,

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

renew unless she cancelled.

On step one

of the sign-up process she entered her information on the payment plan and

health profile page. On that very same page, there is a paragraph located

directly under the payment plan options that explains your account will be renewed

automatically until you cancel. Clicking the link below will take you to this

page.

On step

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

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

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

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

subscriber tools, clearly sets forth our automatic renewal policy.

By clicking

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

inquiries you may have regarding our automatic billing policy.

In addition,

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

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

their records. It is their online receipt.

The

individual subscriber is responsible for the terms of their subscription

including the price plan under which they are billed and for cancelling their

account before it is automatically re-billed.

We evaluate

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

requesting cancellation was sent. Due to these terms, the customer is not

eligible to receive a refund. However because customer service is important to

us, we have issued a refund of $75.80 which usually takes 3-5 business

days to reflect from today’s date.

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,

Business

Response:

The refund of $75.80 was applied to the members credit/debit card on 1/**/2014. However, this process can take 3-5 business days to post on the members statement. We advise the member to check with her banking institution to see that the credit was in fact applied. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I signed up for Weight on 2/**/ and they took out 56.85 for 3 months. which should have been april, may june. I cancelled the prescription in march and they never refunded me my money and then on 5-** they took anouth 18.95 out of my account. I had cancelled this and I want my money back. 56.85 for two months and this month. they won't work with me. they keep brushing me off, this is not good business.Desired Settlement: 56.85 debited back to my bank account

Business

Response:

We offer several different options to end your subscription on WeightWatchers.com from our cancellation page:

Using the information you provided in your e-mail we searched our database but did not find any previous e-mail requests for cancellation.

Furthermore, we show no record of a cancellation request from you using alternative cancellation

options. We apologize, but if you are unable to provide evidence of a previous cancellation request, you are not eligible to

receive a refund.

The individual subscriber is responsible for the terms of their subscription and for canceling their account. Eligibility for refunds is based on the date we receive your cancellation request. If you have any additional information that you would like to provide, we will be more than happy to research it for you.

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 want a credit to my account because this is not acceptable.

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

Sincerely,

Review: I signed up for Weight Watchers online on March **, 2014. I was able to log in right after joining, but have not been able to log in since that first day. I've contacted Weight Watchers more than once, but their responses have not been satisfactory. They gave instructions to reset my password, but it did not work and the site tells me that I'm an unknown user. They have charged me for the first 3 months of a new plan, but I have not had access to what they are supposed to be providing since the first day. I've asked them to just cancel and refund my money. The most recent email from them said they will cancel my membership, and I will have full access to my subscriber tools until the cancellation date of June **, 2014. I CANNOT ACCESS MY ACCOUNT! THAT'S THE PROBLEM! They said they will cancel my subscription, but they are still charging me for 3 months of service that I am not receiving. I want them to cancel as of the first day I signed up and refund my money.Desired Settlement: Cancel my membership as of March **, 2014 and refund my money.

Business

Response:

Customer service is very important to us and we have been authorized to credit her account for $56.85 . She should see this credit on her next credit card statement. The subscriber account has been cancelled effective today.

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

Please let us know if you require any further information.

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: On Saturday, July **, 2013 I signed up for Weight Watchers and paid 59.98 for 3 months. On Wednesday, July **, 2013 (five days later) I cancel the service. I was informed 29.95 was not refundable and was outlined on their website. ( I didn't see that). Weight Watchers is telling me at a prorate of 5 days, my refund is only 8.95. I think that is ridiculous!!! Weight Watchers is a right off and uses the ploy of $1.00 sign up as a way to rip consumer off.Desired Settlement: I want my refund to be prorated for the 5 days of service I used. Most memberships allow you a 7 day cancellation period but Weight Watchers does not for the simple fact to rip off consumers. I want a refund of $30.03.

Business

Response:

When she subscribed to Weight Watchers Onlien and submited her payment, the customer agreed to the termas and conditions set for th 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 is eligible to receive $8.95.

This was a special offer Join for $1 - the subsciption fee is a $1.00 not $29.95 Promotion offer as follows:

$29.95 + $56.85 - $28.95 = $57.85 Join for a $1.00 and 3 months for $56.85. By clicking the link below - it will show the offer the subscriber joined.

Much like buying a CD, DVD or software, what the customer purchased is predominantly propiertary intellectual property. Like many companies who sell these products, our plicy is that once you have access to the products,our plicy is that once have access to the product, your payment is non-refundable. As we have no way of knowing if or haow much of the diet the cusotmer may have used for her personal benefit, we cannot refund the fees.

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

Feel free to contact with any questions.

Weight Watchers Customer Care

Consumer

Response:

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

If they can't refund me $22.00 then I want the complaint to be kept up on the website for others to see.

They also have just list two potential customers after I informed them of their "hidden" explanation of charges.

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

Sincerely,

Business

Response:

We appreciate hearing your perspective on this policy and we always welcome suggestions from our members on how to improve program offerings. While the terms and conditions presented at time of enrollment do list these policies we understand your position and have in turn issued an additional refund credit in the the amount of $28.95. We wish you continued success in your weight loss journey and hope you will return to Weight Watchers in the future.

$1.00 Join Fee

$56.85 3 months x $18.95

$57.85 Total Paid 7/**/13

$8.95 Refund Issued 7/**/13

$28.95 Refund Issued 7/**/13 $18.95 x 2

$37.90 Total Refund

Weight Watchers Customer Care

Review: I joined ww in December and was billed $44.95, no problem.

The problem is that I canceled my membership one week after my first month because of health issues . I cancelled through your web site. Then I was getting charged each month after I canceled. 1/* 2/* and now 3/* a total of $179.80 including my first month.

I have tried serveral times to get this problem resolved and got no where. I have called, I have called and sent e-mails and even live chat. Still can't you guys to cancel my membership and refund my money.

I even have a copy of the chat through ww. During the chat they wanted to make me a deal, no I don't make deals, just a full refund would be nice.

I have been a customer of ww for over 20 years.

If you can't resolve this problem, I will report fraud to the Revdex.com and to my credit card company.

Please look into this for me, thanks.Desired Settlement: FULL REFUND

Business

Response:

We received the member's request for a refund. In reviewing the member's subscription, our records do not show a request for cancellation was requested in our communication resources. We value every member and for that reason, we've issued a refund for $134.85 of which the member should see within 3 to 5 business days.Please let us know if you have further questions. Have a wonderful day!

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 joined the WW online program on December *, 2015 and paid $55 for a 3-month online membership. On December *, 2015 I called WW to ask for a refund because I was dissatisfied that their phone app was not working properly. To my dismay, I spoke to their customer service department which is clearly now located in a foreign country. I got no resolution. I was disconnected both times that I called. Frustrated, I tried using the live chat feature as to not have to spend unnecessary time on the phone and after a very lengthy process I was told that my membership was cancelled and that my monies would be refunded. That has not happened.Desired Settlement: I would like the $55 membership fee refunded back to me.

Business

Response:

We received the member's request for a refund. We reviewed the member's contact where information was provided on cancellation policy. Corporate Affairs did review the member's concern and apologize for the information not being forwarded to our team for further review.We issued a courtesy refund for $55.00 to the member's account of which should be applied within 3 to 5 business days. Please let us know if you need further assistance.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.

Sincerely,

Review: I prepaid for 3 months for weight watchers, both the meetings and the online eTools. They charge for eTools. Within a week, they wiped out all my data (everyone's data, really) and installed a new program. It has been a nightmare, and the end result is that neither I, nor any of the other members, have been able to use eTools since the rollout of the program. It doesn't work and all they can do is say - I'm sorry or I'm so sorry or I understand your frustration, blah, blah, blah, blah! I want them to refund our money. They screwed this up spectacularly and they need to know how upset people are. If you go to their "community" website, there are over 32,000 complaints to date. We get nothing from them except that they are working on it. They need to do more than that - they need to give everyone their money back. They also need to deliver the goods, but we should get our money back for the month that we have not had the use of the site.Desired Settlement: Weight Watchers need to deliver the goods - they need to give us a website that we can use, but they also need to refund money to their clients who have not been able to use the "new" website for a month now.

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's concerns relating to new program upgrade. Our new program officially launched December 6th where we experienced a few technical challenges. However, once the member completed new criteria within the program, all previous program information remained within the accounts. The information was communicated to every Subscriber by our CEO. We apologize for the member's experience and have applied a 30-day Time Credit to the account. Please let us know if you have further questions or concerns.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:

First of all, they say that the program site changed Dec. *, but in fact that was the second time it changed in less than a month. So they lied. Secondly, the site still does not work and it's impossible to use. After taking all the time it requires to fill in the days "points" it wipes everything out, or it doubles the points all of a sudden, and it wipes out yesterdays points, but not the day before that points.It's random and it's very frustrating for someone who has paid to use their site. They have over 35,000 people who have written in complaining and they are not doing anything about it. They will not give a date to anyone that is the date for it to be fixed. All they ever do is say they are sorry and they are working on it. Really, this is a travesty for their clients. They should not take money for this site until it works. That's what I want - they need to step up and do more than say they are sorry - they need to refund thousands of people their money.

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

Sincerely,

Business

Response:

Weight Watchers received the member's complaint. Our site issues have been fixed. Due to the program nutrients changing, the member is required to update their information and is the reason we've applied a 30-day time credit. Our Call Center has assisted the member in identifying specific browsing networks to assist the member in accessing account information. Due to the member attending meetings, we're sending Product Room Vouchers so that the member can purchase items of their choice.Please let us know if you have further questions or concerns. Sincerely,Flo G[redacted]

Review: I became a member of Weight Watchers in order to lose weight, which I did successfully and became a lifetime member. In July of 2013 I requested termination of my online etools. At the time I was credited two payments of $14.95 (the monthly etools charge) and requested termination of my etools account once my accumulated etools credit had run out. I thought everything was complete. However, in September of 2014, Weight Watchers began charging my credit card $14.95 monthly again for etools. I caught the charges when paying my December statement. I called Weight Watchers to find out what was going on. The first two times I spoke with them, they weren't willing to refund more than a month because I did not have a confirmation number from July of 2013 (the call was placed in Feb. of 2015). Once I spoke with their corporate office they offered a refund of $44.95, but not the full amount of 74.95 for the 5 months of unauthorized charges (Sept.-Jan). In the course of the conversation they found out that one of my 3 conversations had been a 3 way conversation including my credit card company and that I was disputing the charge through them. At that point they revoked the offer of $44.95, told me I had no further recourse within the company and that I had taken this as high within the corporate hierarchy as was possible.

It is important to note that the reason I spoke with the credit card company is because the resumption of charges was not authorized by me and in accordance with the Member Services agreement of the credit card. I am required to notify the credit card company when I notice an unauthorized charge. Since Weight Watchers was unwilling to refund the full amount of the unauthorized charge in spite of my converstations with them by phone on Feb. **, I had no choice but to contact the credit card company to notify them of the unauthorized charge. Furthermore, I have no confidence that I won't have this problem in the future. They have spontaneously resumed unauthorized charges once. I have no guarantee that that will not happen in the future. I have to work with the credit card company to insure that there won't be any unauthorized charges because I can't trust Weight Watchers to hold to the cancellation of my etools account.

In summary, I find that Weight Watchers has both unethical and very unfriendly customer service practices with respect to billing, particularly when it comes to trying to end services. My largest complaints are:

1. Etools: you are billed monthly for 8 weeks of service which means you accrue extra weeks. This makes it difficult to keep track of the billing. This was the problem I was having with them in 2013 when I ended my account with them.

2. They expected me to have retained a confirmation number from 19 months ago in order to verify that the spontaneous resumption of etools monthly charges were an error on their part. It is unreasonable to expect former clients to retain confirmation numbers indefinitely on the off chance a company will erroneously begin billing again.

3. Weight Watchers stopped charging the monthly fee for etools in July 2013. There were no charges from that point onward, and I did not use their services anymore.

4. Spontaneous resumption of billing for etools should not have happened as it was not authorized by me.Desired Settlement: Refund of the full $74.95 for 5 months of unauthorized etools charges to my credit card statement. Assurance that there will be no more spontaneous resumption of charges.

Business

Response:

WeightWatchersvalues our customers and takes pride in making sure our products meet andexceed their expectations. We have made efforts to ensure our customersunderstand our products and what they are purchasing. In this customer’s case,we took several steps to inform [redacted] that her subscription wouldautomatically renew unless she canceled. On step one of the sign-up processes; [redacted] entered her Lifetime eToolsvoucher code on the payment plan and profile page. On that very same page,there is a paragraph located directly under the payment plan options thatexplains that her account will be renewed automatically until cancelled. Please refer to the web page to review thisinformation: [redacted] On stepthree of the sign-up process she was asked to read and accept the subscriptionagreement. The message reads, "By checking this box, you acknowledge thatyou have read 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 ourautomatic renewal policy. Please refer to the web page to review our subscription agreement foradditional inquiries you may have regarding our automatic billing policy. [redacted] Inaddition, when her subscription was processed successfully, she was brought toa welcome page. The billing message in step one of the sign-up process, alsoappears on this page. Customers are asked to print this page so that they cankeep a copy of this online receipt for their records. Theindividual subscribers are responsible for the terms of their subscriptionincluding the price plan under which they are billed and for canceling theiraccount before it is automatically re-billed. Weevaluate eligibility for refunds on the basis of when the e-mail, fax, call orletter requesting cancellation was sent. Due to these terms, the customer is not eligible to receive a refund. However, customer service is important tous. We have been authorized to issue a refundto the customer’s account in the amount $74.75. Sincerely,[redacted]

[redacted]WeightWatchers Customer Care

Review: On November **, 2014 WeightWatchers posted a charge to my Credit Card Account for the amount of $14.95. On Sunday, April *, 2014, I received notification that my account "[redacted]" had been cancelled and that my card ending in [redacted] would no longer be charged. I ended my subscription because I am currently [redacted] and am literally [redacted]. I have NEVER visited the WW site nor have I EVER authorized for them to magically start charging my card again. This is EXTREMELY fraudulent activity, and I should not be getting charged by this company.Desired Settlement: Please return my money immediately. Also, since I have not been a user of your services since APRIL of this year there is no reason for you to have all my credit card information still on file so that I can get charged erroneously again.

Business

Response:

We responded to an email on 11/**/14, requesting more information, as we did not find a $14.95 charge on the last Monthly Pass account that was canceled effective 04/**/14. As of this date there was no reply.We see that on 11/**/14 a call was made to customer service. At that time the charge was found from a meeting room purchase. A refund form was completed for reimbursement of the $14.95 on 11/**/14. Credits usually take 3 to 5 business days to appear on the credit/debit card account.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:

As of November **, 2014 there still has been no refund to my card. I spoke with an associate at Weight Watchers on November [redacted]. That is 8 business days.

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

Sincerely,

Business

Response:

After contacting accounting regarding the refund form that was filled out, we were informed that the $14.95 was not a meeting room charge. The $14.95 was for a subscription to WeightWatchers Magazine.For subscription information and other questions related to Weight Watchers® Magazine, please check: [redacted]You may also call Weight Watchers Magazine subscription information at: ###-###-#### for the current status of your Magazine subscription.WeightWatchers International

Review: After many unsuccessful attempts (via phone calls, emails, online unsubscribe) to get WeightWatchers.com to remove my email address from their advertising emails, I am still receiving unwanted emails sometimes two a day. Their last reply was that it was "unfortunate they could not match the information I have provided with the information in my account settings" ( I don't recall setting up an account!) to verify my identity. After providing their first requested information, they are now asking for additional personal information which I feel should not be required to get my email address removed from their mailing list as apparently they already have my email address. I have even forwarded some of the emails that I am receiving to a customer service rep, but that apparently hasn't help to resolve my complaint.Desired Settlement: Remove my email address from their mailing list or wherever these unwanted emails are coming from!

Business

Response:

[redacted],

Thank you for contact Weight Watchers.

I have re-confirmed that your email address([redacted])

has been unsubscribed from our list. This process takes up to 10 business

days from the date of your original email. Removal from postal mailing

lists can take as long as 3-5 weeks.

Our practice is to send email only to those

addresses for which we have received opt-in permission from the user providing

the email address. Unfortunately, we are unable to determine specifically

the channel through which your email address was provided, but rest assured

that you have now been unsubscribed.

Please let me know if you have any further questions.

Thank you,

Weight Watcher International, Inc

t your email address has

been unsubscribed from our list. This process takes up to 10 business

days from the date of your original email. Removal from postal mailing

lists can take as long as 3-5 weeks.

(2)

Contrary to what I suggested in my earlier

email, we do not receive email addresses from Google or other search

engines.

(3)

Our practice is to send email only to those

addresses for which we have received opt-in permission from the user providing

the email address. Unfortunately, we are unable to determine specifically

the channel through which your email address was provided, but rest assured

that you have now been unsubscribed.

I apologize

again for any confusion, and we will make sure that my colleagues and I are

fully abreast of our practices in this area. Please let me know if you

have any further questions.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me if, after the 10 days, I no longer receive emails in question. However, I have been assured in the past of the same thing and still received unwanted emails months later. I will let the 10 days pass and go from there. Thank you.

Sincerely,

Review: I have been charged $14.95 in May, June, July, August, and September 2013 for services I did not request. I had cancelled my membership on the Weight Watchers web site and they continued to bill me.Desired Settlement: I would like them to stop billing me and refund $74.75.

Business

Response:

When customers use the on-site cancellation process to cancel their subscription, their account is cancelled automatically and they are sent an e-mail confirmation to the e-mail address listed in their profile. If the customer did not receive an e-mail confirmation of her on-site cancellation, it is possible that it was blocked by her e-mail Spam filter or the address in her profile is not up-to-date-

Once a customer has completed the on-site cancellation process, they are not billed further in our system. Since this customer was billed, it indicates that the on-site cancellation process was not cmopleted successfully.

In addition, the on-site cancellation page displays the customer's account information including their cancellation date. After providing the necessary information, at the bottom of the page is the "Submit" button. Once a customer clicks submit their account is cancelled.

You can get a new Lifetime Member Free eTools Voucher from the Receptionist at any Weight Watchers meeting once per calendar month, provided you weighed in during the previous calendar month and your continue to be within two pounds of your weight goal. You are entitled to one voucher per calendar month.

At the end of your 8 free weeks of eTools, your account will be automatically billed the standard monthly rate currently $14.95) at the end of your 8 free weeks of eTools (as you agreed upon in the terms and conditions) unless you either:

1. Enter a new access code from a Lifetime Member Free eTools Voucher before your current free weeks expire.

2. Cancel your eTools account before your current free weeks expire.

Your account is currently active, please contact us by phone at ###-###-#### or log into your account to make any changes to your current subscription, if you no longer wish to be a Weight Watchers subscriber.

Business

Response:

The account was cancelled on 10/**/2013 when the member went online and cancelled herself. The confirmation number for this cancellation is [redacted]. Although it is not our policy, customer service is very important to us and we have been authorized to credit the members account for $44.85. This is 3 months charges being refunded back to the member as a courtesy. The member should see this credit on her next credit card statement. There will be no additional credits issued for this account.

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: On Sunday, 11/**/13, I recieved an advertisment email from WW offering a three month membership program for the price of $64.42 instead of $42.95 monthly. This was advertised as a 50% discount and the email stated that had to click "get started" from within the email.

Upon making the decision to pursue this offer and join, I was confused when I found that there was no link that said "get started" anywhere on the email. I clicked every link, including the links that said "Save Now" but the only offer that I was able to partake was the full price, $42.95 monthly.

I emailed the customer service team from WW's website and explained the situation immediately. It should be noted that I did this the same day, Sunday the [redacted] of November. This is important because the offer stated that it was "Sunday only". I explained that there was no link on the email offering the 50% discount and I also pasted the affer into the body of the email so they could see this to verify if needed.

I recieved two emails back, both after midnight, stating that they apologize for my trouble and that they would offer a 14 day credit to the account if I sign up. This value is aproximately $20.04 so for a three month membership I would wind up paying the following:

Month I $22.91

Month II $42.95

Month III $42.95

Total $108.81 for what was offered, clearly, for $64.42 - I consider this to be a bate and switch.

I went a step further and emailed them again by replying, better explaining that the offer I was given was not able to be claimed. The response said the following: "Since the offer was over you are not eligible for this promotion..." and they again offered a 14 day credit.Desired Settlement: I would like for them to honor the offer that I received yesterday, which I attempted to collect on and begin service with them. Being that I tried to contact them with a total of three emails on Sunday, the day of the promotion, and the issue lies with them and not with me, I feel they should honor this request.

Business

Response:

We are no longer offering the special promotion for

Weight Watchers Online mentioned in your inquiry. Please continue to monitor our

website for more special deals in the future.If you have not already done so, you may wish to sign up

for our free newsletter to get information about upcoming promotions. To subscribe to our newsletter and promotional emails,

visit the following page.