Weight Watchers International, Inc.

Review: I have been a lifetime member of weight watchers for nearly 3 years. I use their access codes for free etools. I program the free code in and then my account still gets charged 15$ , even though I have entered the free code. IN THE PAST YEAR AND A HALF, this has happened 8 times, once was twice in a month. I am suppossed to enter the free code and then it is suppossed to give me free etools for 8 weeks ! Then I get charged! Im sick of it!!! They have screwed up my checking more times than I can count!! I have had itDesired Settlement: Refund and guarenteed that it wont happen anymore ever. I love the program, I love the women who run my local weight watchers, BUT I HATE THE BILLING DEPT! They keep screwing up my checking

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's complaint in regards to the Free Etools charges.In accordance to our Lifetime Free Etools codes, the member must follow the process upon entering the codes and clicking submit twice. Once the codes have been entered, the member is to review "bill" date in Account Settings which means they must enter a new code prior to that date. With every access code provided, the terms and conditions are outlined for the member to adhere to.Member has been educated on the process multiple times as well as received credits. Please let us know if we can be of further assistance.Sincerely,Flo G[redacted] Corporate Affairs

Review: They have double billed me. I asked for a full refund and they have been sending me "canned

emails. They finally said that they would refund only three months.

This was clearly preventable on their end as they charged me twice for one email account.

I have seen on the internet that others have this problem, too.Desired Settlement: I would like a full refund. I am a senior citizen and I need this extra money, I also would like them to correct their system to prevent this from happening to others.

Thank you very much Revdex.com for your attention to this matter.

Business

Response:

Thank you for contacting Weight Watchers.WeightWatchers values 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]

[redacted] entered her information on the payment plan and profile page. Onthat very same page, there is a paragraph located directly under the paymentplan options that explains that her account will be renewed automatically untilcancelled. Please refer to the web pageto review this information: [redacted] On step three 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] In addition, 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. The individual 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. We do no monitor any subscriber accounts for usage,therefore would not know two accounts are for one or additional individuals. However, while it is not our policy, customer serviceis very important to us and we have been authorized to credit her account forsix months of each of the accounts. Shewill have an additional refund of $59.85 applied as 3 months was alreadyapplied to the accounts. The accountshave been cancelled.Feel free to contact us with any further questions.Sincerely,[redacted]

Review: I decided to join Weight Watchers because I gained a lot of weight from being out of work since October [redacted], 2013 on workers comp disability. Recently now, January [redacted], 2015, I had surgery on the [redacted] to repair the [redacted] that had been damaged from this work related injury. (Willing to provide proof and paperwork from my doctor and lawyer) I felt that I was well enough to join and now realizing I'm not healed up enough to be trying to exercise to any extent and the "value" of paying $20 a month simply for an app is crazy at this point. I simply can't do anything with it. To top tings all off, I just lost my grandmother who lives down in Florida and I'm trying to get myself down there to be with my grandfather during this very difficult time for me and my family. I paid little over $50 for three months and I've been doing WW for two weeks now. They told me they'd only give me $13.xx back because there was a non-refundable sign up charge but I never paid for that in the first place. Needless to say, I'm beyond flustered that circumstances out of my control are going to "jip" me money that could really be used right now. Being a full time student doesn't help the financial issue and every penny at this rate helps me. I'm really hoping to come to a conclusion. I don't have a problem paying the $20 for the rest of the month but I'd like my $30 back for the other two months that will not be used.Desired Settlement: I really just want my $30. I'm not looking to rip people off but I feel I certainly am getting ripped off.

Business

Response:

Thank you for contacting Weight Watchers.WeightWatchers values our customersand takes pride in making sure our products meet and exceed their expectations.We have made efforts to ensure our customers understand our products and whatthey are purchasing. We will refund the entire amount paid due to medical. The refund amount will be $53.34. You will see this on your next billing statement. When we issue a full refund the account is also closed. Please feel free to contact us with any questions.[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: My account was canceled on 12/**/13. I continue to be billed. Weight Watchers has charged my account for three months -- January, February, and March without authorization and after confirming: (1) my account had been canceled; (2) they would not bill be any more; and (3) they would process a refund. None of these things has occurred.Desired Settlement: A refund and a apology for the countless hours I have spent calling and writing to try to get WW to fix their error, which they promised to do every month and never do.

Business

Response:

Thank you for contact Weight Watchers.

The account you referenced has been closed and no further billing since 11/**/14.

Could anyone else in your household be using the credit card for a Weight Watchers account too?

I am a manager and Weight Watchers Corporate affairs and will be happy to assist you.

Can you contact me directly @ ###-###-####? It will require the actual credit card number to locate the second account.

Or if you prefer, I would be happy to contact you directly.

Best,

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 am still being billed for a service that I am not receiving. Weight Watchers has all of the information that they need to resolve this issue, but has chosen so far not to take the time to investigate this. This is the first time I heard that there is a second account. I would like this claim to remain open until WW stops billing me for a service I am not receiving.

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

Sincerely,

Business

Response:

Thank you for contacting Weight Watchers.

We have cancelled the second account listed as "[redacted]" with your credit card billing information.

The account has been issued a refund of $94.75. This refund will be posted back to the Credit Card on file.

If you have any further questions, feel free to contact us.

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. I regret that it took five months and resorting to the Revdex.com to get this resolved.

Sincerely,

Review: I first joined weight watchers back in December during a special they were doing for a 6 month subscription. I thought that after that 6 months they would stop my membership, but instead they charged my debit card a 1 month membership of $18.95. Now that doesn't seem like a lot of money to some people but I live pay check to paycheck with 2 young children, so every penny counts. They charged my debit card on 7-*-13 and I noticed that the very next day and when I tried to contact customer service about it all they kept saying was that I could not get a refund due to some cancellation policy that I should have known about, and that I did not cancel in time. I tried to explain that I was unaware of the policy and I canceled the very next day that I saw the charge on my card. If they looked at my weight watchers account they can see that I never even used it. But after the second time trying to talk with them and them not even seeming like they were trying to see my side of things, they just kept saying about the cancellation policy. I am very frustrated and disappointed in their lack of customer service.Desired Settlement: I just want my $18.95 back that I was wrongly charged!

Business

Response:

Dear Sirs,

WeightWatchers.com 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 this customer’s case, we took several steps to inform her that her subscription would automatically renew unless she canceled.

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. The billing message in step one of the sign-up process, also appears on this 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 canceling their account before it is automatically re-billed.

We evaluate eligibility for refunds on the basis of when the cancellation was sent. Due to these terms, the customer was not eligible to receive a refund. However, while it is not our policy, customer service is very important to us and we were authorized to credit her account in the amount of $18.95. This covers 1 month the customer was billed. She should see this on her statement shortly. Her account will expire immediately.

Sincerely,

Weight Watchers International, Inc.

Consumer

Response:

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

To whom it may concern

I did receive a refund of my $18.95. Thank you!!!

Sincerely,

Review: On my online bank profile, it appears Weight Watchers charged me 3 times for the same product (activelink). I called them on 9/**/2013 and they said they were going to fax my bank and cancel all three of the transactions. I called my bank today, and they said they did not receive a fax from weight watchers. The weight watchers person also told me to buy the item (activelink) in one of the stores, which I did. I am looking for a full refund of all three transactions.Desired Settlement: A full refund of all three transactions (totaling $154.92)

Business

Response:

In order for us to research the account further, we will need the full credit/debit card number to verify the charges. My name is [redacted] and you can contact me directly at ###-###-####. Thanks.

Review: I joined Weight Watchers in [redacted] on 2/**. I paid $89.90 for a three month pass on my debit card. The next day, I called the Weight Watchers at their 800# to tell them I wanted to cancel - this wasn't the program for me. They had no record of me. They told me to complete my online registration to be able to cancel my three month pass and get a refund. I had many difficulties with their website and didn't appear to accept my registration. I called customer service again. They still couldn't find any record of me by name, email address, monthly pass number or the "temporary access code" number given to me to try to set up my online account. This time I was instructed to return the temporary pass voucher, completed the back for my reason for wanting to cancel, and send to Weight Watchers in Jericho, NY. I did this on 2/** including photo copies of my monthly pass booklet and a letter explaining all the difficulties with the website etc and to please refund my money. I was told it would take approximately two weeks for my refund. As of 3/*/16 I still didn't have my refund. I logged into my online bank the evening of 3/* to pay bills only to discover that Weight Watchers had not only not refunded my original $89.90 but debited my checking account a second time in for another $89.90. I called customer service and explained my story again. I was told that there was no record of me in their system. I was ask to be put on hold again, but was hung up on. I called back and asked for a supervisor. After waiting on hold for a very lengthy amount of time I finally got a supervisor. I explained my story yet again, and told her I was very upset that not only have I not received my refund of $89.90 after following their cancellation instructions, but they debted my account again on 3/* for an additional $89.90. She also told me they have no record of me in their system and the payments they took out of my account are not showing in their payment system. She tried to tell me it must be because the [redacted] office used the old type carbon copy credit card slips. I explained this didn't make any sense, as someone clearly got my slip and debted my account twice as I was looking at my online banking and could clearly see the two charges. She told me there was nothing she could do to refund my money until it "showed up in their system". I offered to send a print out of my account statement showing the two payments to Weight Watchers and she told me that wouldn't help - there was nothing she could do. She told me it could take a "couple of months" to the payment to show up. I can't understand how they have no record of me, but yet can find my debt card information to charge me twice. I'm worried that I will never be found in their "system" and I won't receive the refund. They were certainly not authorized to make the second debt out of my account. I had to go to my bank to have this debt card cancelled as I was worried that Weight Watchers still has access to this account and would make more withdrawals. I have also filed a dispute with my bank.Desired Settlement: I want a full refund of $179.80 asap.

Consumer

Response:

on 3/**/2016 I received my refund from Weight Watchers. Thank you,[redacted]

Review: thurs. 2/**/2015 purchased "fitbit (89.95)had problems downloading the device.telephoned ww,rep didn't know why device wont download ,did give me phone number for fitbit.(tjis device is having some issues to sync to my weight watcher etools. Fitbit representative walked me thru download process. after which went back to ww etool page to sync(msg stating fitbit connected but nothing showing on page, recalls ww( have spoken to someone on @ least 4 occasions with no success. each time was told to disconnect reconnect,no success. weight watcher facilitator was called tried her best to help but still couldn't figure out the problem. 2nd facilitator tried to help as well.fri 2/** approx.6:52am retried this process again (nothing)retried 815am same thing. recalled ww (again disconnect ,reconnect,and to clear history on my computer(nothing)& that it might take 24hrs before it syncs.2/** 1230pm retried(nothing) 4:20pm called "fitbit ( walked back thru the initial setup,got reconnected,and walked me thru ww e tool site to sync. " fit bit showed syncd,nothing showing up on etool page,was told this was a ww issues.approx5:05 pm recalled weightwatchers( spoke with representative name:[redacted]) explained situation was told im listed as employee and gave # to contact. in the meantime I stated I would call(not employee in over a yr. not sure why that status was still there)but could she help me with the fitbit issue,stated again I would have to have work member(###-###-####) straighten out my acct.Called Mon.2/** told "don't know why I was told that because I still have the same user name.fri.2/** went to local ww( facilitator very helpful. ww app download on phone. aprox. 1045a call weightwatchers explained situation.right away she says its a fitbit issue,need to call workmember( listed as employee) told I had called them on Mon.c and what I was told.cx employee acct.had to go back tolocal store for etool code and start over.pending $1 chg.they have reassured not chgd.fitbit still not syncdDesired Settlement: this is no more than fair now. this is too much money to spend and have so many issues,spending this kind of money with all the time and issues,this has defeated the purpose.might as well had gotten pediometer,much less expensive,so disappointed in the customer service, get told something differently every time you call,the right hand doesn't know what the left hand is doing.

Consumer

Response:

At this time, I have not been contacted by weight watchers regarding complaint ID [redacted].Sincerely,

Review: I ordered products from them and the pat of what came in was broke. item number [redacted] came in with the set of 2 portion plates broke. i've contacted them 3 times and no one wants to help me at all. my order number was [redacted]. I want the plates replaced or they can pick up the entire starter kit and refund my moneyDesired Settlement: for them to make right on their product, I have spent an hour already today trying to get them to do what is right, but no one wants to help me at all

Consumer

Response:

At this time, I have not been contacted by Weightwatchers.com regarding complaint ID [redacted].Sincerely,[redacted]

Review: I paid for a monthly membership and am trying to get refunded for the 31.14 and 15.00 I paid.

I was never able to log into their account and asked for a refund which they never did.Desired Settlement: I would like my money back

$46.14

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's complaint.We spoke with the member on 12/**/15 and requested to submit receipt of purchase in order to issue a refund. We received the document and applied a refund for total amount on 12/**/15. The member should see the refund within 3 to 5 business days.Again, we apologize for any inconvenience. Please let us know if you need further assistance. 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 joined Weight Watchers online and want to discontinue program. I have forgotten my password and username and cannot contact weight watchers. When I give my email address to them, they say there are several emails with that address, so apparently they are going to charge me every month, yet give me not service. I tried asking for online chat only to get no response.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I do want them to charge me anymore and in the future I will not use their online program.

Business

Response:

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

Review: I signed up for 3 months only of weightwatchers and they kept charging credit card would like refund of the 2 months I did not agree toDesired Settlement: I want 2 months taken off my credit card $18.95 twice ...I did not request but 3 months have been charged 5 months

Business

Response:

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.

On step three 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.

However, while it is not our policy, customer service is

very important to us and we have been authorized to credit her account for $18.95

(1month). 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.

Weight Watchers Customer Care

Review: I looked into weight watchers on 9/**/13. I had intention of POSSIBLY signing up and put in pay pal information. Normally when I use Paypal, it takes me back to the website to confirm my order information as I was still on the edge of getting this program. It did not. They charged my card for $56.85. I wasn't happy that it charged me without verifying my order first. Second off, I cannot use the apps they say to use for the online program. They don't work properly on my device. I have limited computer access so decided that this wouldn't work I cancelled online this morning. Online it said I would only get a $7.95 refund. I am furious. I called the company and that is in fact all they will refund me. So they are keeping $48.90 of my money for less than 72 hours of their services. This was for a 3 month deal. They told me that if I cancelled then they would charge me a "registration fee". How can you charge me a fee after I cancel? The services don't work on my device and I cancelled within 72 hours. If they want to prorate those 3 days then fine but keeping all my money for less than 3 days is asinine. There also was not a disclosure to this when I signed up (accidentally) about cancellation.Desired Settlement: I want my money back. If they want to prorate 3 days then fine, but its absolutely ridiculous for them to keep all that money for services I couldn't use and didn't fully expect to sign up for.

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 the terms of their subscription including the price plan under which they are billed. Due to these terms, she was eligible to receive a $7.95 refund which has already been processed.

However, while it is not our policy, customer service is very important to us and we have been authorized to credit the customers account for the remaining amount of $48.90. You should see this refund within the next 3-5 business days.

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 watchers for 6 months only in January 2013. As of today I have now had 3 additional unauthorized billings to my credit card. My search online indicates that Weight Watchers frequently negative bill (take payment from you without specific authorization) which is an unlawful practice here in BC Canada. I have written twice to Weight Watchers but no response.Desired Settlement: I wish a refund in full of the 3 months I was billed. My credit card company [redacted] will not refund the money without the company sending them a credit notice. I would also like Weight Watchers to promise Revdex.com not to engage in illegal billing practices again and to verify they will never again charge my credit card as I have no intention of dealing with a business who practice such underhand methods.

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 this case, we took several steps to inform the customer that the subscription would automatically renew unless he canceled.

On step one of the sign-up process he entered his 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 he was asked to read and accept the subscription agreement. The message reads, "By checking this box, you acknowledge that you hve read and agree to be bound by our Subscription Agreement". The Subscription Agreement, which the customer 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 the customer's subscription was processed successfully, he was brought to a welcome page. The billing message in step one of the sign-up process, also appears on this page. Customers are asked to print this page so they can keep a copy for their records. 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 canceling their account before it is automatically re-billed.

We evaluate eligibility for refunds on the basis of when the e-mail, fax, or letter requestings cancellation was sent. We did receive an email requesting cancellation on 9/**/2013 from you. As a courtesy we cancelled the account as of today 10/**/2013 and issued a courtesy refund for the last month billed that took place on 9/**/2013.

Business

Response:

We apologize, but we do not access or monitor individual accounts in order to determine refunds based upon non-usage. 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.

In 1998 I was became a lifetime member of WW. I joined again for a couple of months via online and dropped it in 2008. Here it is 2016, and I called to get my lifetime number on or about December [redacted] The first call I spoke to gal that sounded like she had marbles in her mouth. I kept asking her to repeat herself because I couldn't understand her. I spent 45 minutes giving her info. She kept saying I needed a voucher number. I can't get a voucher number without my lifetime member number. She finally said it was impossible. Her name was Shep, or something like that. I spoke to friend who used to work for them and she suggested I call again. I called again on Dec [redacted] and Spent over an hour on the phone with a nice guy who asked me again all the umpteen questions and assured me they'd send me a new number via email or mail in 3-5 days. Missed another meeting. Today, Jan [redacted], and I called again and attempted to talk to someone who had no command of the English language. After several questions and sheer frustration, I hung up and tried again. Crap. I got Shep again. She kept me on the phone for over 41 minutes, most of that time on hold. I answered a ton more questions, same ones I've answered before. I kept asking for her supervisor, over and over....she kept saying I needed a voucher number. I kept explaining I needed a lifetime membership number first. Round and round we went. After over a 10 minute hold followed by another 10 minute hold, her supervisor came on and said the lifetime membership number was coming in the mail. I'll believe it when I see it. Meanwhile, I'm missing another meeting and I've wasted another morning on these people.

Review: Weight Watchers, as a company seems to be operating approximately 10 years behind in terms of the services it provides. My issues are as follows:

1. Despite being a for-profit and prospering company, the products have inferior functionality. Example--the app is a slow-loading, memory-consuming and buggy system that does not include all of the options as the website for consumer convenience. Simple things, such as being able to build recipes, or search the database frequently malfunctions. I have discovered this to be true, anecdotally across multiple devices and cities. It's not us--it's them.

2. Poorly trained staff. When the "24-7 coaches/ask-a-question" aspect functions correctly on the phone, the staff who answers do not have current training on subjects they are allegedly experts in. The tech support has, on multiple occasions, been unable to answer questions such as "why is my app not displaying correct information when I select a serving size different from the default" or "how long does it take for the app to sync connected devices." On multiple, multiple occasions, I have heard "pass the buck" answers that basically say that the problem is with me, my device, or the other device. Basic questions are almost never definitively answered, and I do not know if it is a matter of poor training, poor communications to the staff members, or a lack of information available to them, but it is almost pointless to reach out to the support--as they have successfully only answered one question out of at least 20, to date.

3. The billing options are rigid, antiquated, and difficult. Basically, if Weight Watchers has a promotion, you can ONLY pay by their promotion. If you wanted to pay a year in advance, you cannot. If you wanted to pay anything outside of their promotional startup, you are completely out of luck. Not only that, but every time you call, you will get a different answer, followed by a "no sorry, our system doesn't allow that." Unless the system is completely outdated, WHY is this the case? If you email customer support--the answers are always 72 hours later at a bare minimum, and never actually solve problems. Worse--there are multiple people answering, not reading the email before their reply, and giving the SAME answer.

4. False promotions. There would be coupons available, allegedly through partnering companies like [redacted]--and these coupons would not work. When I emailed or called the company, they would allegedly have no way of providing me the promotion. They would also take so long to respond that the promotion would end, and then they'd basically tell me to buzz off because they could not honor the promotion that their website would not process.

For a company that is known for being a successful tool for weightloss, and is therefore making plenty of money, the fact that their service and functionality is so incredibly poor is bewildering, and should potentially be investigated by someone who can help them create something more modern and current.Desired Settlement: When will the app be something that functions like it is in the 21st century?

When will there be a definitive and appropriately keyword tagged guide for your users to actually find answers to common questions? (The current database is not doing the job.)

When will your customer support staff have better training to actually answer questions instead of blaming everything else for the holes in your technology + service?

What do you plan to do to address issues like promotions that are "active" but don't actually work? People are getting cheated of a deal. I know I did at least three or four times before I just gave up and joined.

The pressing things are the failed promotions that cannot be given, poor support, terrible payment options and the even more terrible app. What is being done to address these issues? If there is nothing--What will it take to make your company realize you are leaving your customers deeply, profoundly unsatisfied? I would like an actual answer, not a brush off. What is being done to address this? When will there be a solution?

Consumer

Response:

At this time, I have not been contacted by Weight Watchers International, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Review: I am trying to cancel my plan. I am a former customer and the product has dramatically went downhill since the last time I used it. I have tried to cancel my plan the day after I got it and was unable to. The website kept freezing. The website also is not very accessible to get customer support. I was able to find a link to email customer support. The guy after finally emailing me back told me he would cancel my plan and refund me 10.00 of the original 50.00 I paid. I'm very dissatisfied with the product, the website, and the customer service I have received.

The name on the account is [redacted] @ [redacted]Desired Settlement: I wold like my account cancelled and the full amount I paid to be refunded to me.

Business

Response:

Thank you for contacting Weight Watchers. The member's account has been canceled and a refund for $49.85 has been issued. Please let us know if you have further questions. Have a great day! Sincerely, [redacted]Corporate Affairs

Review: I joined weight watchers on June **, 2015 at a charge of $1**.95 for a 3 month membership and a special was going on so I would get the 4th month free. I received my credit card statement for August 2015 and there was a new charge of $44.95 from Weight Watchers that I did not authorize. I called weight watchers and requested a credit back because I was entitled to membership until Oct. [redacted]. Phoebe told me her supervisor said the only way I could get a credit back was to cancel my membership. No refunds could be made according to her supervisor. So I was scammed into cancelling my membership in Weight Watchers in September.Desired Settlement: I want a refund for the 1 free month I was entitled to which was included in the original charge.

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's request for a refund. The member received a refund on 9/**/15. However, we're currently attempting to inquire if member would like to rejoin the program.We apologize for the inconvenience. Please let us know if you need further assistance.Sincerely,Flo G[redacted]Corporate Affairs

Consumer

Response:

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

I received a message on my home phone that Flo called. She said to call her back at ###-###-####. When I did so the telephone system "requested them not to connect" because my call was from an outside area. STOP PLAYING GAMES WITH ME. I want a credit of $28.95 because you cancelled my membership without my consent BEFORE the 90 days of my membership. The bottom line is that not only did I not receive the 1 free month from your "friends and family special offer" but I didn't even get the full 90 days from my $1**.95 payment. I received the $44.95 credit back but that is a separate issue. You used my credit card without my authorization. That is now resolved. I am currently disputing $28.95 with my credit card company. I urge you to end this dispute once and for all with a $28.95 credit.

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: Per my 10/**/15 conversation with Laura I am waiting for a $38.28 credit back onto my [redacted].Thank you for this resolution.[redacted]

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

Sincerely,

Davina Davis

Business

Response:

Thank you for contacting Weight Watchers.We are showing a credit in the amount of $44.95 was issued and applied to American Express card on file dated 9/**/2015.Please review American Express record for the credit.Feel free to contact Weight Watchers Corporate Affairs department for further detail @ ###-###-####.Sincerely,Lori G[redacted]Corporate Affairs Manager

Review: I signed up for the 3 month special deal for the online membership for 65$ in October 2013. I have just now realized that Weight Watchers has been charging my debit card $18.95 / month for the past 5 months. I called after the 3 months was over to cancel my subscription but because I did not save the confirmation number, they are refusing to refund me the full amount. I'm sure that Weight Watchers has the ability to see that I have not signed into the site since my 3 month membership in October of last year, and I am not asking for a refund for services that I have been using.

I just got off the phone with customer service (which I was on hold for over 20 minutes before anyone answered, and then it took 30 minutes before I was able to speak to a manager). I ended up speaking with [redacted], who offered me a 3 month refund, but I do not feel it is right that I should pay anything for this service that I did not use, did not want, did not authorize, and wasn't aware that I was being charged for.Desired Settlement: I would like to be refunded the $18.95 that was debited from my bank account for January, February, March, April, May, and June, 2014 (totaling $113.70)

Business

Response:

WeightWatchers

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 this customer’s case,

we took several steps to inform [redacted] that her subscription would

automatically renew unless she canceled.

On step one of the sign-up processes; [redacted] entered her information on the

payment plan and profile page. On that very same page, there is a paragraph located

directly under the payment plan options that explains that her account will be

renewed automatically until cancelled.

Please refer to the web page to review this information:

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 he agreed

to before gaining access to the subscriber tools, clearly sets forth our

automatic renewal policy.

Please refer to the web page to review 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. The billing message in step one of the sign-up process, also

appears on this page. Customers are asked to print this page so that they can

keep a copy of this online receipt for their records.

The

individual subscribers are 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.

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

letter requesting cancellation was sent.

The cancel request was documented June **, 2014. However, while it is not our policy,

customer service is very important to us and we have been authorized to credit

the customer’s account for $56.85 (three months).

Sincerely,

Consumer

Response:

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

Although I am accepting this because I honestly feel that nothing better will come of this - I have to say that I am completely offended by Weight Watcher's apparent scam. After reading through almost 200 complaints of this same type on Revdex.com, it is obvious that this is not just my problem, but a wide spread issue of tricking people into giving this huge corportation money every month. I will never ever give Weight Watcher's another dollar, nor will I speak positively about my experience with them.

Sincerely,

Review: I signed up for weight watchers on May *, 2014. There was a promotion for a 3 month online membership for approximately $61. I am a first time user. I have only about 5-7 lbs to lose and I heard many friends who had success with the program.

I tried the program for a few days. I was not satisfied with the service. I found it was not user friendly. I could not find the foods that I needed to track my diet (they were not listed). The program is quite difficult to navigate. I simply wasn't satisfied with the product/service after using it for a few days. I contacted WW on May **, 2014 and asked for a refund (Pro-rated for the 7 days that I tried it).

WW responded and said that I could obtain a refund but that I would have to pay a fee of $39.95 and based on their other complicated calculations (that I did not understand) that I would be entitled to $1.21 only. I expressed my concern about not being advised. They said it was a term in their agreement - which was not adequately brought to my attention when I purchased the service. They made it extremely easy to purchase the service, but are making it difficult to cancel. If I had realized at the outset or been advised in clear plain english that I could not obtain a refund after trying the program I would not have signed up.Desired Settlement: I am incredibly disappointed with WW. They are an international company and I feel misled by the promotion. I feel I was not properly advised about their refund policy. I only used the program for a few days and I have found it extremely difficult to use. I would like a full refund, minus the days that I tried the program. This is a fair resolution for both parties.

Business

Response:

Dear [redacted],

If you decide to cancel your Weight Watchers® Online 3-month subscription plan within two months of your sign up date, it will expire at the end of the month and your monthly fees will be pro-rated at the non-discounted price of C$21.95 per month. In addition, when you subscribed to Weight Watchers Online and submitted your payment, you agreed to the terms and conditions set forth in the Subscription Agreement. The Subscription Agreement specifies that the C$39.95 sign-up fee is non-refundable.

Based on the refund policy outlined in our Subscription Agreement, you are no longer eligible to receive a refund. You paid C$60.78 for a three-month subscription to Weight Watchers® Online. C$39.95 of this cost is a non-refundable sign up fee. When requesting a refund your account is charged the pro-rated, one month full price of C$21.95 for each month or part thereof. Thus, C$60.78(3 month subscription cost) -C$39.95(non/refundable sign up fee) - C$21.95(one month's service, pro-rated) =

-C$1.12 By clicking on the link below, you may refer to our subscription agreement for additional inquiries you may have regarding our refund policy.

You do have access to the site for the time period you paid for until the date of August *, 2014.

Thank 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:

WW has not effectively dealt with my complaint. They have not shown any good faith and as a large scale international organization, they should clearly state their refund policies before inducing customers into purchasing their services. Their services are not user friendly and as someone with a visual disability, I find it extremely offensive that they cannot accommodate me by providing a refund. I am not satisfied with their generic reply.

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

Sincerely,

*

Business

Response:

When the member subscribed to Weight Watchers Online and submitted her payment, the member agree 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 ate billed.

However, while it is not our policy, customer service is very important to us and we have been authorized to credit the members account for C $60.78. This credit covers her full subscription costs. The member should see this credit on her next credit card statement. Please let us know if we can be of further assistance.

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 addressing my concerns in a genuine manner. I appreciate that you responded in a manner that met my needs and didn't use a "standard" response.

Sincerely,