Weight Watchers International, Inc.

Review: I purchased the monthly plan that includes all online access. They failed to provide my access. I placed 3 requests to get this fixed and they refused to respond to those help requests. I removed permission for them to continue to charge me for the plan as they failed to provide service previously paid for. They charged me anyway. They've broken the initial implied contract of paying for a certain service and failing to provide that service. All implied agreements are therefore voided and company has taken money without permission and without services rendered.Desired Settlement: Because of failure to provide service for payment, I am due 49.99 refund for the first payment. I am also due another 49.99 for the money taken from my account after permission was revoked. I will continue to file complaints in all forums available until I received restitution of my funds which WW took without providing service and without permission.

Business

Response:

We received the member's request for a refund. In researching the member's cancellation date request on 1/**/2016, the member's usage was from 12/**/15 through 1/**/16. Based on Terms and Conditions, Weight Watchers does not prorate refunds. The new charge of $49.00 was due to our 15 day pre-billing of which a refund has been issued. Because we value our members, we will issue a courtesy refund for $49.00 back to the member's card.Please let us know if you have further questions. Have a great day! Sincerely,Flo G[redacted]Corporate Affairs

Review: I signed up with weight watchers less than a week ago. Tried cancelling online. Never heard back. Called today 12/** and someone finally said they would cancel my membership and only return me 19.99 of the 60.00 I paid last week. They offer no trial period or no way of testing their services without signing up. Unfortunately their point system doesn't work for me and my lifestyle. They need a way to offer a free trial or a virtual look at their services/product. You really should be able to see what you are buying before you buy it. I was hoping it would work , but my current plan works much better. The smart points just were not for me. I feel I should get my full 60 back. As I said I tried it and cancelled in a quick time frame knowing it was not working.Desired Settlement: I want my membership cancelled and my $60.00 back and I would like them to offer A 5 DAY TRIAL to others in the future so they know if this is the service for them or not. The smart points are something new. No one knows what they are or how they work. There needs to be some cancellation timeframe for if the product doesn't fit you and your lifestyle.

Business

Response:

We received the member's complaint. Weight Watchers has communicated our apologies for our site issues. A refund for $19.90 was issued on 12/**/15, Corporate Affairs will issue an additional refund for $39.95 to complete the refund for the Online program.Please let us know if you need further assistance. Have a great day! Sincerely,[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:

[Your Answer Here]

I have received neither of those returns back on my card.

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

Review: I signed up for onsite Weight Watchers meetings at my workplace. Part of my fee for that program involved signing up online for FREE access to the online tools.

As soon as I logged in to the online tools for the first time, I immediately removed the "auto renew" feature to ensure I would not be charged for the online service at the end of my program. My program ended in late October. On November *, 2014, my Visa credit card was charged for $18.95 for the upcoming months access to the online tools.

See that they obviously did not process my auto-renew refusal, I cancelled my subscription online. I then attempted to contact Weight Watchers via phone, but was on hold for over 20 minutes before I gave up. I then sent an email to the Accounting group that is listed for billing questions. That email was sent more than a week ago and no acknowledgement whatsoever has been made. I again attempted to contact them via phone today - and again, was on hold for more than 20 minutes with no answer before I gave up. I have now sent another email to the accounting group listed for billing questions attempting to get this resolved.

The charge was put on a credit card that I had no intention of having charged for services - and the charge put me over my maximum and I have now accrued additional charges for over using the account.Desired Settlement: Despite the fees I incurred because of the charge, I am just requesting the $18.95 be refunded onto my Visa card as soon as possible.

Business

Response:

According to our records you signed up for the free Weight Watchers® eTools on 7/**/2014 . When you signed up, you used the access code on the free eTools Voucher you received when you purchased your At Work meeting series. The Voucher states that once your free eTools is over, you will automatically be billed to continue using eTools, unless you cancel before midnight Eastern Standard Time on the last day of your free period. Since you did not cancel your free eTools before midnight Eastern Standard Time on the last day of your free period you were automatically billed in accordance with the subscription agreement. The individual subscriber is responsible for the terms of their subscription including the price plan under which they are billed and for canceling their account before it is automatically re-billed. Due to these terms you are not entitled to a refund. However, you have been issued a credit of $18.95 on 11/**/14.WeightWatchers International

Review: I have been an online member of Weight Watchers for several months. February *, 2013, I had [redacted] surgery. At that point, I could not use my membership. I tried to cancel my membership-as per their directions-online. I have tried to cancel my membership each month after my surgery. September **, when I checked my bank account, the fee had been deducted again. I called Weight Watchers and explained that I had been trying to cancel my membership for eight months. I explained that I was not happy to be held accountable for THEIR software's inadequacies. As per that phone call, [redacted], the supervisor, agreed to refund 2 months of my fees. I still felt that I was entitled to all 7 months, but agreed. One week later the fee for ONE month had reversed into my account. I called again and spoke to [redacted]. She explained that the 2nd month's fees were submitted separately and should be reversed soon. It is now October *, 2013 and I still have not received the second month's refund. I'm tired of dealing with them. I still believe that I should receive ALL & MONTHS refund. This was not my fault. My health is still an issue and I cannot use the service.Desired Settlement: I want the remaining 6 months of membership fees (18.95), a total of $113.70 reversed to my Bluebird account.

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 completed successfully.

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

At the top of the next page is a message that reads: "You have successfully completed the on-site cancellation process. Please review the cancel information below and print this out for your records. It is your cancellation confirmation. No further communication is required."

It is possible that the customer did not hit submit and expected the cancellation was completed at that time. Unfortunately, if she did not click submit her request was not completed.

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 an additional 4 months at $18.95. This brings the total amount refunded on your account to $113.70 (6 months). You should see this credit of $75.80 on your next credit/debit card statement.

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,

I tried for three hours to get a refund because they charged me when I should have been a lifetime member and not charged.
Weight Watchers in-person said I needed to call about my lifetime member number. When I did that, the person on the phone said I needed to go to the meeting in-person. When I said that the person in-person told me to call, I spent two hours on the phone trying to get help. They told me to go back to the meeting.
I think they just try to wear people down into giving up so that they will keep being charged. I want my money and my time back.

I joined Weight Watchers online in October, 2015, signing up for their personal coaching service for around $60 per month. The coach never contacted me or cancelled appointments. I cancelled the personal coaching service at the end of the month, and purchased a 3-month online subscription without personal coaching. I realized it wasn't for me after two weeks, called and cancelled, and asked for a refund for the remaining money. I was told they did not give refunds, but I could "use the service until 2/*/16". I didn't want the service. I didn't want the service, and I didn't get my money back. What kind of company doesn't give refunds for a service you decide you don't want? People should be warned!

On Oct. **, 2015, I bout a 3 month pass for WW at the [redacted] KY meeting. The receptionist told me the computer was down and ran my [redacted] the old fashioned way. Eventually I began getting calls from someone who claimed to be from WW accounts receivable saying ther pe was a problem with my payment. I did not give this person my account number over the phone, and in fact did not act on the issue until Dec. **, 2015 when I returned to the WW center.
I explained to the receptionist about the calls and asked her to take my payment for the amount owed. She could not locate an account for me and told me that I should open another account. I chose the $44.95 option which I paid. I asked her what I should do if I got another call about the $114. She told me to explain that I had paid at center.
The call came again on January *, 2016. I explained my situation to the person from Accounts receivable who was not interested in anything but my $114. He explained that nothing I paid at the center would resolve my issue with the $114 due. He gave me his email to send him a copy of what I had paid at the center. I lost my temper with this individual when he threatened to take my amount owed to the "next level". A.K.A. threatened me.
I called the accounts receivable supervisor and explained my situation. She defended the threat as being just an informing of the process. I gave her my [redacted] and authorized her to pay the $114, with my own information that I would fight to get the money owed me back through Small Claims Court and Revdex.com. However, instead I called WW and proceeded to try and explain to an individual the nature of the issues I was experiencing. First call was 3:26 and by 5:30 I was able to get a verbal commitment for refund of $44.98 and identified the problem of having indeed two opened accounts under the same name.
Prior to all this anguish, trying to understand and be understood by customer service reps for whom English was a second language, no one in Accounts receivable cared about anything but my paying the $114. It's my impression that the hardened employees in Accts. receivable department have heard all the excuses before and there was no way I was anything but yet another fat deadbeat client.
It seems that a large multi-billion dollar business with a renown 10% shareholder like Oprah Winfrey might have been able to direct my concerns to the proper department and worked out these issues for me rather than forcing me to spend the better part of the day communicating with the different departments to see what the issues really were.
When I asked for the corporate number for customer relations, I got a phone number that required an extension to contact a customer service person. Upon calling back to an actual account rep supervisor I was told, ironically, I could only leave my number and supposedly a corporate customer service rep will contact me.
As an aside, I explained my whole situation once to an account rep and while on a lengthy hold was disconnected. When I called back the second account rep saw in the notes that the 1st rep had offered me a free month and I declined. If that happened, I couldn't understand through the accent what was offered, because I certainly didn't decline intentionally.
Long story short, here I sit feeling enormously frustrated with integrity impugned. Such a let down to an organization with Oprah as a spokesperson. All about the Almighty dollar!

Review: I opted to cancel my weight watchers subscription through their website cancellation form once I realized that the business was no longer providing what they had promised. Over the past 6 months they have overhauled their website causing a catastrophic decline in functionality of the website. When I went to cancel I assumed that it worked and went on with my life. Now its two months later and I realize that I am still being charged for a service that I'm not even using. A service that doesn't even function properly. My fiance was offered a refund for this same issue but I was not.Desired Settlement: I would like to be refunded for the two months that I believed I had already cancelled the program. They've continued to bill me despite the fact that I attempted to cancel online TWICE.

Thank you

Business

Response:

We received the member's request for a refund. The member was informed at the time of contact a refund of $43.44 was being issued. The refund takes up to 3 to 5 business days to be applied to member's account.Please let us know if you have further questions. Have a great 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. Thank you for your help!

Sincerely,

Review: I am so unbelievably frustrated by your website and customer service practices. I don't even know if this is the correct email address for anyone because there are NONE listed on your website and after an hour 'chatting' with 2 customer service reps, trying to cancel my account, no one could provide one. Your website is a nightmare. Your help section says I can cancel my membership on the website or via email. There is no link to cancel on the website and there are no emails listed. Everything that MIGHT be helpful links back to the same webpage. I sat with your 'customer service' team trying to cancel for almost an hour. I asked for an email address which no one could provide. I had to ask two people MULTIPLE times to cancel my account. No, I don't want a free 7 days, I haven't used this in months and you've made it so hard to cancel, I've been paying for a service that I haven't been using because of this. Is your plan to make cancelling so daunting that everyone keeps paying until they're so frustrated they have to talk to this chat window and BEG to cancel? Unbelievable. I will never use this company again. I will never recommend it. What a nightmare. I'm attaching my chat transcript. I was told that I cannot cancel my account on my own, though the website says I can. Y'all should get on the same page or you're going to lose many more customers than just me if the only way to do anything customer service related is to talk to your 24/7 chat team, which does not have the same information as your website. What a horrible joke. Never ever again.Desired Settlement: If a customer is not able to cancel their membership on the website and you're not willing to post email addresses to cancel, this should not be the only two options on the webpage. This company had mad it so hard to cancel that I have kept this useless subscription for MONTHS beyond what I needed, because I do not have an hour to sit on the phone with incompetent customer service reps who are unable or unwilling to help with my concern without my beggining. I'm responding to a voicemail I just received about this

complaint. I am unable to call back at this time to clarify. Yes,

if the only thing I can do is request a refund, I would like to do that.

I joined in June and this was $19.95/month. I have not used and have

tried to cancel this membership for at least the past 3 months.Thanks,[redacted]

Consumer

Response:

Weight Watchers has made cancelling this subscription so hard that I tried for several months to cancel following the directions listed on the website, which do not have the appropriate links and are very misleading. Because of the length of time it takes (and took finally with this last encounter) 60 minutes, to cancel, I was unable to cancel this for several months.

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's feedback in regards to the concerns with our website and the customer service received. Weight Watchers was experiencing some website issues for several days due to the new program upgrades. We apologize for the inconvenience. The member has cancelled the account, however we will keep the account open through 1/*/2016. We are also issuing a three month refund for $59.85 of which the member will see within 3 to 5 business days.Please let us know if you need further assistance. 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I tried to cancel my recurring subscription to weightwatchers back in December. I was informed by their website that my current prepaid subscription would last until January ** before my account would be deactivated. I never received a cancellation confirmation email, but assumed that everything went through from the directions on their website. After going through my credit card bill I found that they again charged my card. I again cancelled my account through their online site as well as through their email method. I have requested my $20.00 back and I have yet to hear back from them.Desired Settlement: I would like my $20.00 returned to my card and a cancellation of their service.

Business

Response:

We received the member's request for a refund. We apologize about the member's experience when attempting to cancel their account. Corporate Affairs has issued a refund for $19.95 to the member's card on file. Again, we apologize for the inconvenience. Please let us know if you need further assistance. Sincerely,Flo G[redacted]Corporate Affairs

Review: I signed up for Weight Watchers online on 11/[redacted]15. I was charged $63.88. Since I signed up, the website has had major functionality issues. Many features of the program / service do not work. This is all due to the new website roll out that Weight Watchers performed. Unfortunately, it's almost impossible to contact anyone at Weight Watchers right now because everyone is trying to contact them. Since the website is not operating properly and many of the features that I have paid for are not working, I just want a refund. I tried to cancel my account with them online and was given a refund of only $23.93. I want the entire amount refunded and my account closed.Desired Settlement: Since the website is not operating properly and many of the features that I have paid for are not working, I just want a 100% refund of my $63.88. I already tried to cancel my account online, but was only given a refund of $23.93 and told my account would still be available to use until 12/**/15. I can't use what doesn't work! I would like the remaining $39.95 refunded and my account closed.

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's request for a full refund on the Online program. We're sorry about the member's experience with the website. A full refund was issued to the member's account on 11/**/15 for $63.88. The member should see the refund within 3 to 5 business days.Again, we're sorry for the inconvenience and wish the member success on their weight-loss journey. 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: As a lifetime member I am entitled to free eTools subscription; however, I had to enter a credit card or [redacted] account #. I followed the process for renewing the eTools subscription, by entering the voucher code, yet my [redacted] account was charged. I contacted customer service, and they said they could not credit the account without the original voucher code. After I pushed a little harder, the person said that they would remove the amount IF I called back with a voucher code.

I asked to speak with a supervisor. After holding for 5 minutes, a "supervisor was not available to talk." Then the customer service rep asked if I received a confirmation from weight watchers... I had a verification from [redacted] that weightwatchers had charged the account, but that was not evidence enough. I again asked to speak with a supervisor and waited another 4 minutes and the customer service rep said that he's trying to get a supervisor on the phone. After an additional 2 minutes, there was music on the phone - still no supervisor! 8 minutes later I spoke to a supervisor who agreed to refund the money, but said that I must enter a verification code!

Total time on phone was over 30 minutes! Unbelievable! Don't give them your credit card or [redacted] account!!!Desired Settlement: Finally received the credit! Exhausting process to get there.

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the consumers request for a refund.The Weight Watchers Lifetime Program is setup, once member meets goal, a free Etools online code is provided. When setting up the tool, our Terms & Condition state every eight weeks a new code must be entered in order to not be charged.As a courtesy, the member has been issued a refund for $14.95. We apologize for any inconvenience to the member.Please let us know if we can be of further assistance.Flo G[redacted]Corporate Affairs

Consumer

Response:

I understand and completed the "Existing Users" process for logging in and entering a new eTools access code <[redacted]>. For some technical reason, the system failed and my account was automatically charged. I appreciate and am grateful for the refund. At issue are the lengths that I had to go to in order to get the refund. All of this cost you more in resources and reputation than it would have if you had apologized for the problem and offered to refund the cost of the eTools subscription. I spent over 30 minutes on the phone - almost half of that time on hold - trying to get the issue escalated and resolved. In the end I cancelled my eTools subscription permanently. It is disappointing to know how you treat your customers - who spend a great deal of time and money on your program - meetings, food, etc. 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 am a lifetime member of WeightWatchers and was given a free voucher which provides me free online access for 8 weeks. I put the access code and discovered I do not need this or want this. The instructions they provided me on the voucher to cancel, did not work! I kept going around in circles and error message appeared! If this is not cancelled, they will charge me $14.95 a month. Because I don't want or need this, I called April *, and was told it was cancelled, but they kept referring to the Monthly Pass, which I had already cancelled successfully in March! THE MONTHLY PASS IS DIFFERENT THAN THE Free etool voucher for Lifetime members!

I kept telling the numerous people I spoke to or emailed that it is the Lifetime Member 8 weeks free voucher. But they kept referring back to my monthly pass which has NOTHING TO DO with the voucher. The voucher is suppose to renew on May [redacted] AND I DON'T WANT it to! I asked them to send me a confirmation that this was cancelled and they refused! The instructions on the voucher to cancel DOES NOT WORK! You click and an error message appears!

After this experience, I no longer trust Weight Watchers with my credit card or anything else! Their customer service reps did not listen nor did they seem to understand!Desired Settlement: I want a confirmation that this "FREE" etools was cancelled and that my credit card has been removed from their system. I no longer trust Weight Watchers with my credit card after seeing all of the numerous complaints against them.

Thank you.

Business

Response:

Thank you for contacting Weight Watchers.Weight Watchers values our customers and takes pride in making sure our products meet and exceed their expectations. We apologize for your experience and confirming the LT eTools account was cancelled March *, 2015 with no billing to the credit card on file.Feel free to contact us with any further questions or assistance needed.Sincerely,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:

[I need a confirmation that my Credit Card has been deleted from EVERYTHING that has to do with Weight Watchers. ]

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

Sincerely,

Business

Response:

Thank you for contacting Weight Watchers.Weight Watchers has no access to credit card billing information.The Monthly Pass account was cancelled March **, 2015.Sincerely,[redacted]Weight Watchers International

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 enrolled for Weight Watchers online and the price that was advertised to me is not the price that has been charged to me. I was told the monthly fee with my Harvard Pilgrim would be $16.95 per month until I cancel (as stated on the website). I have been charged $19.95 per month and Weight Watchers has told me they don't know where I'm getting my pricing from. I have attached a link to show where I'm getting my info from. I have had to cancel my account because they were unable to change the pricing in their system. I would like a refund of my enrollment fee. Please see link below showing the advertised price:

[redacted]Desired Settlement: I would like to be refunded for the enrollment fee I paid.

Business

Response:

Thank you for contacting Weight Watchers.The account for [redacted] has auto cancelled in attempt to collect February payment. Refunding the full refund amount of $46.90 and would ask [redacted] to contact Weight Watchers at [redacted]. The sign up can be processed using [redacted] which would provide the correct pricing for this provider.Please feel free to contact us with any further questions or assistance.Sincerely,[redacted] Weight Watchers 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:

I have a banking statement showing $19.95 was deducted form my account by Weight Watchers on Feb. **, 2015 transaction #[redacted]. I will attach the statement if need be. Therefore they are incorrect in stating that Feb. was not paid. My account was on hold because my bank issued a new debit card. This is when I got the notice from Weight Watchers and called them to give new credit card information and to have them correct my monthly charge. I was told the only way it would be corrected would be if I was to cancel and rejoin and repay the sign up fees. I don't feel I should have to do this. I wanted to just have my monthly fee changed to what they initially advertised it as. This is when I closed the account because I refuse to pay sign up fees twice.

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

Sincerely,

Business

Response:

Thank you for contact Weight Watchers.We have issued an additional refund in the amount of $19.95.Feel free to contact us with with any further questions.Sincerely,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: I noticed in my online banking account last night that Weight Watchers has been double charging me... since November 2012! Since that date, Weight Watchers has billed me both $18.95 and $12.95 monthly. I am very sorry I did not notice this before.

I contacted Weight Watchers this morning and spoke with [redacted]. [redacted] informed me that it in cases of double billing, it is their policy to only correct billing for the past three months. I told [redacted] this was not acceptable to me and requested to speak with a [redacted]. [redacted] put her [redacted], [redacted], on the phone and [redacted] reiterated their three-month refund policy. I asked [redacted] what else could be done, and he indicated they would have to ask Corporate to review my case and that someone from their Corporate HQ would call me within 7-10 days with their decision.Desired Settlement: It is wrong to refuse a refund to a customer who has been double charged. I am requesting a refund for the amount I overpaid over 18 months due to double billing.

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 customer’s

understand our products and what they are purchasing. In this customer’s case, we took several

steps to inform her that her subscription would automatically renew unless she

cancelled. We do not monitor individual

accounts for usage or if duplicate accounts.

When she subscribed to Weight Watchers Online and submitted

her payment, she agreed to the terms and conditions set forth in the

Subscription Agreement. The individual

subscriber is responsible for the terms of their subscription including the

price plan under which they are billed.

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, while it

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

authorized to credit each account a total of six month refund. ($12.95 x 6 = $77.70 & $18.95 x 6 =

$113.70) She should see this credit on

her next credit card statement. The subscriber

account has been cancelled effective today.

Much like buying a CD, DVD or software, what you purchased

is predominantly proprietary intellectual property (the music, the movie or the

program). Like many companies who sell these products, our policy is that once

you have access to the product, your payment is non-refundable.

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

subscription agreement for additional inquiries you may have regarding our

refund policies.

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 Friday, March **, 2014 I subscribed to Weight Watchers online (paid $65 for a 3 month membership at: [redacted]) The site keeps freezing on me and I can't get the points trackers to load. On Saturday, March **I cancelled my account, but it was still listed that I would be charged the full $65.00. I emailed customer service at: [redacted]to ask about getting a refund as I was unable to get the program to work. I have not heard back from them. My user name at Weight Watchers is [redacted] and the email I subscribed through was [redacted]

I tried using two different browsers (Safari and Firefox), but it keeps freezing. I used this site last fall and had no problems at all. Am very disappointed. Any help would be greatly appreciated.Desired Settlement: I would like a refund as the site does not work properly for me.

Business

Response:

When she subscribed to Weight Watchers Online and submitted her payment March *, 2014, 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. We have made efforts to ensure our customers understand our products and what they are purchasing.

However, while it is not our policy, customer service is very important to us and we have issued a refund in the full amount of $65.00. 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.

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 went online a year ago and cancelled my online subscription to weight watchers. I was not given a confirmation number at the time of canceling online. The page said my online subscription had been cancelled. I took it for its word and didn't pay attention. I got my card paid down that I had the subscription on and noticed that there was a charge to weightwatchers.com. I called my card company and they said that it had never been cancelled and my card had been charged for the last year. I went online once again to cancel. I once again was not given a cancellation number. I called the number on the web site this time to be sure it had been cancelled. I talked to a nice lady named [redacted]. I explained my situation. She said that it did not show that I had just cancelled online so she cancelled it for me and gave me a confirmation number. She let me speak to a supervisor named [redacted]. He informed me that he could only refund 56.00 of the 200.00 that they billed me because I had no cancellation number. I explained to him that the web site never gave me a cancellation number either time and that is why I called. He informed me the best he could do was 56.00. I have been charged for services that I have not used in a year. To my knowledge until today it had been cancelled. I looked online and apparently I am not the only customer this has happened to. I have never turned any business in to the Revdex.com till now. This is not the way to conduct business. They should refund me the full amount of what they charged regardless of whether I have a cancellation number or not. It is not my fault that their web site does not offer a cancellation confirmation number. In my opinion they do this just for the purpose of taking advantage of trusting people.Desired Settlement: Full refund of months not used.

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 09/**/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 issued a refund to her account for $56.85 on 9/**/13.

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: I purchased a 3 month membership for weight watchers online in march 2013. At the end of April I became ill and per my doctors order I was given a specific diet which prevented me from participating in the weight watchers program. I went online and tried to cancel my subscription. I thought it was cancelled. In July I found out that membership was not cancelled because I debit card was charged. I went threw my previous banking statements and saw that they charged me for June 2013 also. I called customer service and told them my issue. the rep I spoke with told me he cancelled my membership. they charged my card on a Saturday and I called that Monday and said I understand about the June charge but I would like a refund for July since the charge is for one month which would be July to Aug. the rep told me they do not refund and he could not do that. I asked to speak to a manager or supervisor. he put me on hold for about 20 min and then asked if a manager could call me back. it has been over 2 weeks and I still have not received a call back yet.Desired Settlement: I would like at least my $18.95 refund that was charged to my account on July **, 2013. And I feel that I should get a refund for June also now that I have been blown off by the company. I would also like to know why I never received a phone call.

Business

Response:

Thank you for contacting Weight Watchers.

I apologize that you have not received a follow up phone call from our management office.

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

I have been authorized to credit her accoutnf for the June and July fees for a total credit of $37.90.

She should see this credit on her next credit card statement.

Feel free to contact us with any further questions.

Sincerely,

Review: Paid for a 3 month membership and received nothing but email spam. Tried to get it cleared up but just received more emails saying it was my problem.Desired Settlement: Full refund and an apology.

Business

Response:

First and foremost, we would like to extend our apologies. In our research, we're unable to determine what about the program the member was uncomfortable with. We cancelled the Online account, issued a refund for $59.85 of which they should see within 3 to 5 business days.Please inform the member, if for any reason in the reason they wish to return to the program, Corporate Affairs will be more than happy to walk the member through the program to assist in achieving their goal.Please let us know if you have further questions. 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:

Their actions, or inaction, now has my mother not wanting to diet. She very much wanted to and agreed to diet if Weight Watchers helped her, which is important to our whole family. WW attitude this whole time is "we want our money" not "we are here to help you". They need to send my mother a personalized apology letter explaining that they let their greed get in their way and forgot to give their customer the personal attention they guaranteed her at sign-in. I see no good excuse for the way WW treated my mother with the spam emails and heartless attitude and that must change.Respectfully,[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:

My mother is no longer interested in Weight Watchers because of the extremely poor way she saw them run their business. Weight Watchers did not care until we fled a complaint with the Revdex.com, I showed my mother all the correspondences and she cannot believe how insincere they appear. It is so sad to see my mother of 86 years so dejected with any business, very sad.

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

Sincerely,

Business

Response:

Thank you for providing the member's concerns. Again, we apologize for the member's experience and have directly communicated our apologies.Please let us know if you have further questions or concerns. Have a great day! Sincerely,Flo G[redacted]Corporate Affairs

Review: Tried to join online. Paid $160 for a 3 month membership - but had clicked on 1 month. Immediate withdrawal of money. There is a questionnaire that must be completed before you can proceed with the program. This did not function. I later saw on their [redacted] numerous complaints from customers saying the same thing, including a letter from an officer of the company on the subject. I did not see this on time. I called customer service immediately, within a minute, of the $160 leaving my account. I had to hold awhile - then the call with the agent took over 40 minutes in total. Was told the refund would take ten days. Then a supervisor got on the phone and said three to five. They had my money for a couple of minutes, for nothing. They should not be taking money for a product that they know is not working, as evidenced by the letter from the company itself on [redacted].Desired Settlement: Immediate return of my money

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's concerns. We apologize the member did not identify she applied through an App that's not managed by Weight Watchers.Weight Watchers was able to provide a refund for total amount. The refund takes up to 3 to 5 business days due to the member's Financial Institution processing. We apologize for the member's inconvenience. Please let us know if you have further questions. 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. PLEASE NOTE: The response from WeightWatchers to the Revdex.com reads that they apologize, they were not made aware that the application was made in an app no managed by WeightWatchers. That is wrong - I went to the WeightWatchers site and logged in where they indicated - to join their program. It was not an app. Whoever they hire to manage their online program is out of the control of whoever they invite to join their program when clicking "Join WeightWatchers" on their site.

Sincerely,