ComplaintsforThe Knot Worldwide Inc.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for an account on The wedding wire and The knot Pro Accounts. I was told I would have hundreds of leads a day in exchange for a year long contract. A few months in, I realized the leads I recieved were 90% dead ends. I would be left on read, no response or nickel and dimed. I regretted my financial investment almost right away but accepted that I had signed a contract. Now, my contract ends in two months. I logged in to see if I could just pay the balance and be on my way only to see i have been AUTO renewed for another year long contract and with a price hike. I have emailed the business asking to be cancelled and to pay off my existing contract as well as left a voicemail with NO return email or call. I want everyone to know these shady practices and as a salon owner and small business I will be letting all my future brides & guests know what kind of business this company does.

  Business response

  06/16/2023

  Thank you for bringing this to our attention. One of our team members reached out to the customer on 5/15 and as of 5/15 the customers contract was not renewed.

• Initial Complaint

  05/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into a contract with The Knot/Wedding Wire in January 2023. Unfortunately, I hit a financial crisis and was unable to continue the monthly payments. Wedding Wire did not provide a cancelation policy, they advised that they weren't able to speak with me on the phone until after a month of my initial e-mail about cancelation. I soon found out that their services/leads were providing me spam accounts, as I'd e-mailed one of these leads and the response was that they would send me a check immediately for me to deposit (no consultation, meeting, etc.) The other spam account was flagged in my Wedding Wire inbox.Wedding Wire refused to acknowledge my complaint and request. I told them I am not no longer authorizing my credit card to be charged, and they continued to charge it anyway. This now lead me to dispute the charges with my bank. Wedding Wire are requiring a 5,000.00 buy out to cancel my contract. I was never once advised on a cancelation policy during my phone conversation with their account manager. Not long after my initial complaint, I began receiving "leads" in one single day, which turned out to be spam accounts. I'm inclined to believe these are accounts created by Wedding Wire to appear that their services are working. They are not providing the services they advertise, they are sending vendors fake leads and auto charging bank accounts, without allowing vendors to remove their payment methods. If anyone is experiencing this with The Knot/Wedding Wire, and has been automatically charged after requesting them to stop, please contact me at *********************** I would like to begin a class action law suit against The Knot/Wedding Wire.

  Business response

  06/20/2023

  Thank you so much for bringing this to our attention. Our team has reached out and as of 5/11 this customer's contract was terminated. Thank you and have a great day!

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WeddingPro is a company that I signed on 10/12/2022 after their salesperson told me it would result in millions of customers and foot traffic to my site "more than anywhere else on the internet". I saw other wedding vendors I knew were on the website, and when I asked the salesperson, she said that in order to be on the website you have to pay monthly. I trusted the sales employee and believed her so I signed up for the service, seeing friends I knew on there must be paying as well. Upon 4 months with zero views (aside from my friends and family whom I asked to leave reviews on the site) and zero sales, I realized that they had been misleading me. After talking to several friends *after* (my MISTAKE) they told me they do NOT pay to be on this website, that they were just on it UNPAID. Of the millions of visitors they promised me, in the entirety of my payments, I have received only 48 storefront views, and 40 of those were my friends and family whom I asked to visit the site to make reviews for me (the names are there to prove it on their website and a past email I have written to my friends urging them to go onto my site). The website and services are a scam and services have certainly NOT been rendered.I called to ask to terminate their services on January 1st 2023. I did not ask to be reimbursed thus far, but I did ask to cancel the rest of my contract. *********************** said they said they will not let me cancel and was greatly unhelpful, like a robot that has zero empathy for someone, but she did admit that the services arent working well for jewelers OR AT ALL. I am one of the only hair comb brands on there and I know my product is stellar after 10 years in business. I tried to talk more to plead with them to end this sad way of taking advantage of a small tiny business. They have threatened to take me to a collections agency and I receive a daily email with them telling me to pay them.

  Business response

  05/26/2023

  Thank you for bringing this to our attention. One of our team members reached out to the customer on 5/12 as requested and as of 5/15 the customers contract was not renewed.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made several attempts to cancel my membership with WeddingPro (The Knot and Wedding Wire). I've honored my year contract but do not wish to continue for another year. I initially called my Account Manager, left a voicemail to which I received an automated email response requesting a phone call to discuss - the template was so impersonal and solidified my reasoning to cancel. I have followed up SEVERAL times via email and phone call and with minimal response only asking for another phone call to discuss. I've called Customer Support and got the excuse, "this is a busy time of year." I offered to speak to someone else as my AM was too busy to help me - I was told my Account Manager would be made aware of my call and would follow up. I have zero faith in hearing back from them at this point. Every other attempt I've made has been ignored. I have recommended this service to other wedding professionals and will suggest they start cancelling their memberships months in advance before their renewal date and advise them and others not to pay for this service. I appreciate quick resolution to this issue. Thank you.

  Business response

  05/26/2023

  Thank you for bringing this to our attention. We have connected with the team member that works on this account and as of 4/18, this customer's contract was not renewed. Thank you and have a great day!

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From reading the complaints of several other victims of this deceitful company, I am regretful that I didn’t come here sooner. In September of last year, my Videography and Photography company was in a good place and looking to expand our marketing reach. I heard about Wedding Wire and The Knot through a social media ad and decided to get in touch with them. In the process of signing on, I was initially connected with a sales rep. Being in sales myself, I quickly felt leery based on the way they do not disclose their prices publicly but I decided to go forward with the call anyways. During the call, after a hefty explanation on why their service was so “great,” I was eventually led to the final stage of their scam. They offered several package options at various prices. The cheapest was something like $300/mo, the next tier was $500/mo and one for $1200/mo. For me, this seemed to high and I told them that, to which they immediately came back and offered a massive discount if I went with the second tier. At this stage of our conversation I began clarifying everything they claimed to be providing, one of which was that this package would get me 70-90 leads per year. What they didn’t mention was that of those 70-90 leads, roughly 90% of them would be scammers, spam, and unqualified/poorly targeted leads. Mind you, through my direct website, running targeted google ads, my close rate is SIGNIFICANTLY higher, text/email response rate of roughly 70%, and call close rate of 90% over the last year. With those numbers in mind, on wedding wire I’ve gotten 34 “leads” this year. Of those 34, 2 have closed. Up until last month, thankfully with those two bookings I was able to break even, but now as the year progresses, my investment with them travels further into the negative with no bookings on site. This company needs to be taken down. More vendors need to come together and bring a class action to them.

  Business response

  05/22/2023

  Thank you for bringing this to our attention. One of our team members has reached out directly to this customer for follow up as requested via email today on 5/15 and 5/19. Please let us know if you have any other questions or need additional assistance by emailing [email protected].

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used The Knot for our wedding website and also our registry. The registry money was supposed to be automatically input into my account but after our honeymoon, I investigated and found a fraudulent account number listed in our wedding registry. I reported it to The Knot and they sent me to their processor, ******, then to the banks themselves claiming they couldn't do anything about it. The banks denied all responsibility and sent me back to the The Knot. The Knot never took responsibility and we lost our registry money likely to a hacker. I spent months trying to work with them and they expressed no help, assuming all responsibility on the banks. We lost all our wedding registry money on their website.

  Business response

  05/15/2023

  Our Consumer Experience team is actively working with this member on her account and to ensure the corrected banking information is provided. While the original banking information was entered by someone with access to the account, we also have confirmed that the bank was not directing the gifted funds correctly when original deposits were sent.  We look forward to seeing that **. ****************;will have access to all gifted cash funds soon.

  
  

  Customer response

  05/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  ---------- Forwarded message ---------

  From: ******************************* <*********************>
  Date: Mon, May 29, 2023 at 11:24 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  

  I tried to respond today but it was already closed, I thought I had until tonight to respond since it said 10 days and today would have been the last day. I've spent the last week communicating with the company to resolve the issue therefore I did not want to respond until the issue was officially resolved, which it has.

  
  Regards,
  
  *******************************
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been trying to cancel my contract since October 2022 and was in contact with ***********************. I explained that the business does not exist anymore and we are not making any money. I was told I could not cancel in the middle of the contract, so I decided to pay until the end. I am in my final month, and I saw that an auto-renewal for the contract was put on my billing. I called on March 31st to remove this, and I was told to leave a voicemail with the account manager, *************************. I also emailed the account manager on March 31st, as well, and have not heard back. I called again today, April 6th, and I was transferred over to an account manager. I have been on hold for 1 hour and 23 minutes, still ongoing, and it's almost 5 pm EST. I called from a different line to ask if I could please speak to someone that can help and was told that 2 notes would be made to the account manager that I wanted to cancel and that they would follow up with me via email on Monday. It's upsetting that I've had absolutely no help, despite all my efforts to cancel the auto-renewal weeks before the deadline on April 20th. Please, can someone just cancel the new contract and subscription, so I can finally move on from this very frustrating situation.

  Business response

  05/09/2023

  One of our team members has reached out to work directly to this customer and the contract was not renewed effective 4/24/23. Thank you and have a great day!

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a paying vendor with the knot/ weddingwire. I pay for the ease of communicating with potential clients. When the knot andvwedfingwire were separate their services and customer services were seamless. Since coming together there has been nothing but problems. Absolutely ZERO customer support, wait times while holding for help go up 1 minute every 30 seconds. If you press to receive a call back no one calls back. No one returns emails just automated responses. You can no longer attach any pdf's when responding to potential clients because they claim there's a "glitch" in their system. A glitch that has lasted over a year. Ive had tons of missed inquiries,clients have complained about using the platform. I've lost a ton of business using this platform due to their "glitches" and unprofessional approach. I've been trying to cancel for months and can't because no one responds. It unfortunate weddingwire us no longer a separate entity because I advertised with them fir 7 years without one single problem.

  Business response

  04/04/2023

  Thank you for bringing this to our attention. One of our team members has reached out directly to this customer for follow up as requested via phone today (4/4)  and left a message. We will try again tomorrow. Please let us know if you have any other questions or need additional assistance by emailing [email protected]

  Customer response

  04/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

  *****************************

  
  

  Someone fldid reach out to me but had no answers as to why the platform is not functioning and what weddingpro is doing fir their customers 

  Business response

  04/24/2023

  An account manager has reached out to this customer to answer questions and concerns. Attached is the latest email sent on 4/20 with some recommendations. Thank you! 

• Initial Complaint

  03/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They are removing reviews for vendors that do not violate the terms and conditions solely because the vendor paid for them to remove the review. This goes against their platform, and is a dishonest practice.

  Business response

  03/28/2023

  Thank you for bringing this to our attention. We are sorry to hear about your unsatisfactory experience with a vendor. One of our team members is reaching out directly to this customer for follow up as requested. For context: The referenced review was removed from our site as our reviews team was not provided the requested proof to validate the review once it was disputed by the vendor. Here is a copy of review policy for reference: *********************************************************; For any other questions about reviews or to provide proof of interaction needed to reinstate the review, feel free to reach out directly to our reviews team: [email protected]

• Initial Complaint

  03/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Aug 2022. I wanted to use this platform to promote my side business. The sales person, *** reached out to me to let me know how it works, guaranteed leads and there wasn't much vendors in my area. She told me there was a 12 month subscription. I was super hesitant because i was just restarting off again and that monthly it would be $189. I asked ****************** what if a life event happens or if my business shuts down, she said that they would work with me and not charge any fees to cancel. So i moved forward. It is now March 2023 and I only have had two bookings. There was a few people who accidentally hit the book button but didn't actually book. My father just passed away and I explained to the account manager ******************************* that i had to shut down my business due to his passing and having to pay for his funeral expensest i can no longer afford this monthly subscription. I asked to be canceled back on February 27, 2023. She kept giving me the run around and said that i was obligated for 12 months regardless of the circumstances. I asked for corporates # several times and she said she was the best person in regards to my account. Which means she could cancel it but just chose not to. I asked her, so your going to keep charging me for something that I am no longer using and if i dont pay, you will send me to collections??! How is this good business practices. I told her at this point it is becoming fraud and harrasment since I am getting now where. Again i asked for her managers name and number and she has yet to reply. I told her i would report them to FTC, BBB and get a lawyer involved. I will definitely not be using wedding wire/the knot for anything in the future. They are just scammers. All I want is my subscription to be canceled with out being sent to collections. Please cancel my subscription!!!!!!!!

  Business response

  03/24/2023

  We are so sorry for your loss. This customer signed up on 8/10/22 for premium listings on WeddingWire and The Knot for a 12 month agreement. All of our listings are for an initial 12 month term to ensure that each business has the opportunity to maximize their potential return on investment throughout a complete wedding cycle. The contract has been ended on 3/22/23. Please let us know if you have any other questions.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩