ComplaintsforWW

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I recently tried the weight watchers clinic on 3/10/24. At first it was promising with the eligibility questionaire before the sign up. But after agreeing to the membership it quickly felt like a scam. The sequence and weight watchers app do not communicate with each other. So I was not able to sign up for the WW app and there was no commmnciation why I was unable to sign up. Then I was notified because I had an HMO plan, I did not qualify, which should honestly be part of the eligibility questionnaire. So then I opted to take the Naltrexone and Bupropion. Two weeks after stating I felt like I was having a heart attack. So I opted to cancel the membership because this is clearly not going to work. The medications are too expensive and the medication which is covered were affecting my health poorly. There are clearly some interface problems that should be resolved between the clinic and the WW app as well. I believe the website should be an open and honest review of the program instead of only positive reviews selected by the marketing team.

  Business response

  04/16/2024

  This has been escalated to our Clinic team who will reach out to the member directly.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Chatted with someone about an issue Im having with the app and using the Quick Add tracking feature. ******* stated I could be offered a discounted rate of $10 due to the issues and didnt seem concerned about resolving the issue. I asked if it was the same exact membership and was told yes. NEVER told my membership would need to be cancelled and Id have to recreate an account. My membership was cancelled without my knowledge. The issue with the tracking using Quick Add wasnt resolved and I was transfered to another rep. I can tell you this is the worst customer service Ive ever experienced. Ive never in my life had something canceled without confirming that I actually wanted it canceled and talk about a bait and switch tactic. Unacceptable- no wonder your membership has declined over recent years. Ive been a long term member and very disappointed in WW. I asked to speak with a manager numerous times and was told they dont speak with customers via chat. Great service! Dont call me as I dont speak over the phone- similar to how your managers dont chat with customers.

  Business response

  04/10/2024

  We have reached out to this member via email apologizing for her negative experience. We explained the chat was mostly with our virtual assistant and does not seem to have been handled correctly. 

   

  Sincerely,

  Weight Watchers

  Customer response

  04/11/2024

  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 and the matter has been resolved.

   

  Its obvious the company doesnt care about customers and the service they provide. Blaming it on a bot is hysterical- fix the issue!
  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my membership in October, 2023. I have continued to be billed monthly since then for services I m no longer utilizing. I tried to find out how to rectify this issue, but their website does not provide clear information about membership .as I no longer utilize the services, I no longer have log in credentials. When I called the ***** number, it was outside of their business hours. I work, this not convenient for me to call during MY business hours.

  Business response

  04/05/2024

  This membership was signed up for on 5/5/23 and is a 12-month commitment plan at the reduced price of $11 (+tax) a month. Our cancel Terms are very clearly stated on the website. In fact, during the sign up process, there is a box that must be checked before submitting that has two short paragraphs and in ******* states While you may cancel your subscription at any time, cancellation will not go into effect until the end of your Commitment Plan. After submitting, the next screen says Welcome to the Community and  under Order Confirmation it shows again that same paragraph with the canceling message in bold. And yet again, it is in the sign up receipt email. The member entered her cancelation request on 10/3/23 and per the terms it set the account to cancel at the end of the 12 month plan on 5/4/24.

   

  Sincerely,

  Weight Watchers

  Customer response

  04/11/2024

  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 and the matter has been resolved. I will add that while the business explained their answer, the tone of the response is course. Do better WW.
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I do not belong to WW and do not want to belong to WW.I want my email address ****************** removed from your mailing list. Have been receiving email for approx. a month.

  Business response

  04/05/2024

  We have put in an order to get this email address removed from our system. We appreciate some patience as this could take several weeks because our emails are pre-batched.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive been a member of WW throughout the years. I have been double charged for the last 2 months. I reached out to customer support for assistance and to advise of these charges. I was charged additionally 9.99 for March and 9.99 for ****** I was refunded one charge of 9.79 after advising of the error multiple times. I need this refunded properly and the membership canceled immediately. This company has been nothing short of a headache and disappointment. My family and I joined to have a fun competition to become healthier and Ive had a horrible experience. First I am double billed for 2 months, then I contact customer service only to receive a refund for the incorrect amount for one of the months. The customer service is treacherous and people need to be advised that they try to nickel and dime you. I advised I will never do business again and will never use any WW service. The customer support continued pursuing to try to advise of additional services they offer and offer a free 30 days after I have advised I will never ever use this service. They would not cancel the service after advising of the disappointment and the double charges. Then I eventually am transferred to someone else through the chat and the person wants to confirm I need assistance with confirming if the duplicate account is canceled and refunded. The company does not understand whatsoever and is not helpful. They need better training in there customer service on how to listen to the concerns and actually assist customers properly.

  Business response

  04/09/2024

  We could not reach this member by phone so we sent her an email and hope to hear from her soon.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled my membership in November 2024. Weight Watchers continued to charge my credit card in November, December, January, and February. I tried contacting them my app no longer was working and I have not had access to since November. When I contacted them on ********* they told me I had another email address with them and my membership was not cancelled. Again, they cancelled it. I was billed for four months I could not log into the app and therefore I thought it was cancelled, until I kept seeing the amount on my credit card and I tried contacting them on the chat on the website, which didn't work so I resorted to ********* I would like a full refund of the months the app didn't work.

  Business response

  04/03/2024

  We show no cancelation attempts prior to this members recent contact to us. Her app was not working because she was using a different email address that was on an old membership she had in the past. As a courtesy we have refunded two of the four charges since November. She will see this in her account in 5 to 7 business days at the most.

   

  Sincerely,

  Weight Watchers

  Customer response

  04/04/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Weight Watchers has not sent any notices of charges, no receipts, no notice of change of pricing, yet continued to charge an account for 2 years despite no activity. No notification at all or communication of charges, and customer service combative and unwilling to refund the charges for services not received. **************** defends the practice of charging customers without their knowledge and without sending receipts and relies on supposed fine print in an agreement that *** have been signed 2 years before. **************** disputes that this service had been previously canceled saying that if we had done so we would have received an email confirmation, yet upon this call to cancel again and make sure no more charges, customer service did not send an email and makes up non-truths about the email address being unable to receive emails, and then said that they can see no emails had been opened for 2 years by this account. So ********************** knowingly continued to charge an account for 2 years despite emails known to be not opened, no notifications of charges or receipts, and no confirmations of cancellations.

  Business response

  04/10/2024

  The member signed up on 12/31/22 for a 10-month plan at the reduced price of $25 per month. It is clearly stated in the terms (not in fine print) that after the 10 months it will go on to charge the full price of $45 per month. When a member cancels they receive a system-generated cancelation email and if canceling by phone, if there is an issue with their email, they are given a case number. This member called us on 4/1/24 questioning the charges. We have no previous record of cancelation and the membership was canceled that day. She did not receive the cancelation email but was given the case number. As courtesy we have refunded two additional charges besides the one refunded upon cancelation. She will see this back in her account in 5 to 7 business days at the most. 

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I attempted to cancel my membership with Weight Watchers both online and on my app, and the instructions that they give you just take you back to their join page. They also suggested using the 24/7 chat feature, but when I typed in my request to cancel the membership, it just gave me the link back to the join page.Then, I called them, and after waiting on hold for 5 minutes, the representative told me to do the same thing --- go on either the website or the app and click on the 24/7 chat option. I explained to her that does not work...it just gives me the run around. I told her I just want to cancel. She has all my information, and then she hung up on me (3/20/2024 at 11:44am PDT - ************). I did not get her name.I am tied to a $10 per month auto-payment from my credit card until I cancel. I think this is fraudulent behavior.

  Business response

  03/26/2024

  We regret this member had such a negative experience. We could not reach her by phone, so we sent her an email asking her to contact us. We hope to hear from her soon.

   

  Sincerely,

  Weight Watchers

  Customer response

  03/29/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Well, what a deal. They asked me to try it for one month, I did.....not for **** cancelled, told them why, and they kept charging me. So I notified my credit card company.Disappointed.

  Business response

  03/05/2024

  On our website, one must specifically select the plan one wants. The longer the duration selected, the more reduced the price is. There is always a one-month plan available among the choices. This is a 12-month commitment plan signed up for on 12/6/23 at the reduced price of $11 per month. This plan did not have a trial period with it. A cancelation request was put in and per the terms, it was set to cancel at the end of the plan. Our cancel terms are clearly stated on the website. In fact, during the sign up process, there is a box that must be checked before submitting that has two short paragraphs and in bold it states While you may cancel your subscription at any time, cancellation will not go into effect until the end of your Commitment Plan. After submitting, the next screen says Welcome to the Community and  under Order Confirmation it shows again that same paragraph with the canceling message in bold. We received a credit card dispute for this membership in January and the terms were sent to them as well.

   

  Sincerely,

  Weight Watchers

  Customer response

  03/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My point still stands.  Why would you want someone to pay for something for a year that does not meet their needs? 

  I paid for the month I tried and the second month I did not use your services at all.  I more than upheld my responsibility.

  Most reputable businesses want their customers to be happy not regretful or disappointed they ever tried your plan, but found it failing.

  This is an odd business model.  It seems it us one that only benefits  the business, without consideration for the customer's particular needs.

  One size does not fit all.

  I have never had a business say, sorry you cannot use our service, but for because you were foolish to try, you will pay anyway.

  I hope my review is read by others as a warning.  WW does not want you to try and be wowed by your results. They want you to try, and if you dislike,  pay anyway for a year.

  I do not want to hear yet the same bottom line from WW in response.

  I will continue to let others know my experience before they mistakenly try your program.

   

   

   

   

   

   

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

  
  Sincerely,
  
  ***************************************
  
  
  
  
   
  

  Business response

  03/28/2024

  We regret the member feels this way. When she signed up there were other options available. There was also a 6-month plan as well as a 1 month plan. And again, our cancel terms were very clearly posted several times during the sign up process and if they were not agreed to the membership would not have activated.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was unble to cancel my membership and for WW to stop billing me. I want to cancel and even if I do,, they will continue charging me until November.

  Business response

  02/12/2024

  This membership is a 10-month commitment plan at the reduced price of $10 per month. Our cancel Terms are very clearly stated on the website. In fact, during the sign up process, there is a box that must be checked before submitting that has two short paragraphs and in bold it states While you may cancel your subscription at any time, cancellation will not go into effect until the end of your Commitment Plan. After submitting, the next screen says Welcome to the Community and  under Order Confirmation it shows again that same paragraph with the canceling message in bold. And yet again, it is in the sign up receipt email.

   

  Sincerely,

  *****

  Senior Member Support Specialist

  Weight Watchers

*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. ↩