Complaints

This profile includes complaints for WW's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  WW

  675 Sixth Ave, 6th Floor New York, NY 10010

• 

  WW

  6125 SUSSEX AVE Burnaby, BC V5H 4G1

• 

  The W W Group, Inc.

  P.O. Box 9072 Farmington Hills, MI 48333

• 

  Weight Watchers

  94 Whiteview Parkway Palm Coast, FL 32164

• 

  Weight Watchers

  255 New Byhalia Rd STE 109 Collierville, TN 38017-3771

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to what I thought was 3 months free and an optional $9.99 monthly cost after the trial was over however my bank account has been charged 25 dollars and WW will not allow me to cancel until September of 2024. I do not use this app nor am I willing to pay for a service that I'm positive they can see that I have not accessed in over 2 months please assist thank you.

  Business Response

  Date: 07/01/2024

  We have emailed this member explaining the details of her membership and have resolved her concerns.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  Date:06/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/29/24 I paid $49 for a consultation with a WW Clinician. I was asked about my current weight and other weight related issues and if I had diabetes, which I do not. She said I was eligible for the **** meds and that the concierge would work with my insurance to get approved. I told her which meds my insurance covered but the concierge stopped at the first 3 meds on their list. I explained again that those meds are not covered by my insurance and she suggested I take the metformin. I said ok and received the meds however, they didn't make me feel right and didn't take them after day 2. I cancelled my membership within their time frame for a refund, however, they keep trying to charge me $89 per month. I should have received a $49 refund but am willing to let them keep that for the clinician visit. I was also given a visit to get my bloodwork done but the clinician told me I didn't need to do that and I did not. I do not think it fair for me to have to continue to be charged for a membership that I cancelled within the time frame and do not use.

  Business Response

  Date: 07/03/2024

  We could not reach the member by phone so we sent her an email explaining how we took care of her concerns.

   

  Sincerely,

  Weight Watchers

  Customer Answer

  Date: 07/12/2024

  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 credit card is still trying to be charged. Last try from WW was on 7/4/24 - I received an email on 7/3/24 that this wouldn't happen. I was asked to be patient as I may see 1 or 2 more attempts but do not wish to close this complaint until the charge attempts on my credit card cease.

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

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

  Business Response

  Date: 07/16/2024

  All billing attempts have stopped.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  Date:06/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined what I thought was a 3 month free trial with this company. I quickly realized I did not use the product and called for a cancellation since they had my banking information. They refused to cancel until September of 2024 and are charging me $45 a month for a service I dont use. Furthermore when I tried the 3 month trial it was stated that the fee would be $9.99 after the 3 months but $45 is what I am being charged. It is incredibly bad business practice to essentially steal my money for something that I may have missed in the fine print about the cancellation process, and insane to charge someone $45 a month for a service that they have a paper trail to see that I have not accessed. I want my money refunded and my account cancelled. I should not be obligated to pay anything for something I dont use. Please assist.

  Business Response

  Date: 06/27/2024

  On our website, one must specifically select the plan one wants. The longer the duration selected, the more reduced the price is. This membership was signed up for on 3/15/24 and is a 6-month commitment plan with the first three months at $0 (not the same as a free trial) and the remaining three months at full price. 
  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.
  During the sign up, it appears the member accepted an upgrade from Core to Premium, which explains the $45 monthly fee. The membership is currently Inactive and will have no further charges.
  
  

  Sincerely,

  Weight Watchers

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The program involved paying $45 for a doctor ********** session, then 80 dollars for the next four months, not including medicine costs. This is a weight loss program involving the newest medications used for weight loss. After signing up, I consulted with my doctor who advised against this program since I have depression, I have had it for most of my life, and he felt like many of these medicines may make my depression worse. After hearing this information I attempted to cancel the membership, willing to give up the initial fee. I was told that my contract could not be cancelled and that I would be charged every month for 4 months. I attempted to cancel online, and they do offer cancellation, once you pay for the 4 months of fees. They have continuously sent me aggressive emails to adhere to their program even though I want nothing to do with it. They are also taking advantage of the name Weight Watchers, figuring that many won't complain out of embarrassment for being overweight. I don't have $400 to give away. Also, please visit their website as you will find they make it nearly impossible to contact anyone to complain or even ask questions.

  Business Response

  Date: 06/20/2024

  We could not reach this member by phone and regret his negative experience. His account has been canceled and refunded (he will see this in 5 to 7 business days). We trust this resolves his concerns.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  Date:06/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in early December to cancel my service and sign up for a new plan. I then found out I was pregnant and called back just over a week later. The rep I spoke with said that my account would stay active so I would have access to recipes, etc for the next 12 months, entire pregnancy and 3 months postpartum without being billed, and after that my membership and payments would resume. I just checked my credit card statement and I have been charged every month from December-June despite calling in June to cancel. I did not monitor my billing looking for weight watchers to be charging me because I was told it would stop. Today I called when I realized this and I was told that one month would be refunded and thats it because they could not find a note on my account. I requested that they listen to the recorded calls since all calls are recorded and find the call in which I informed weight watchers that I am pregnant and canceling. Instead of doing that I was told I needed to find an email saying I canceled or there is nothing that can be done. I have been a member for YEARS, I did what I was supposed to and called to cancel or pause my account, and instead of doing that Ive been charged monthly and your customer service is refusing to resolve the billing issue they caused stating I should have monitored my billing, but why should I have to ensure a company is not wrongfully charging me, you should ensure your billing is done correctly and your reps are updating accounts as necessary.

  Business Response

  Date: 06/26/2024

  We have spoken with this member, apologized for her negative experience and resolved her concerns.

  Sincerely,

  Weight Watchers

  Customer Answer

  Date: 06/27/2024

  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

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Weight Watcher Clinic is a stand-alone App and Sequence Website. I canceled my Membership on or about April 20th. They attempted to charge my credit card and I am guessing continuing to do so. I messaged Sequence that I am not a member according to Weight Watchers. I called Weight Watchers, they stated I am not a member but would cancel my membership. I told them I did not want to be charged for canceled services. Weight Watchers is the only human I could speak to, they stated I had to take this up with Squence, and they would cancel my membership. How do you cancel a member who is not a member, and then I have to follow up with the same company?I explained when I canceled last month I went through this questionnaire that asked why I was canceling... I was not able to resolve Weight Watcher Clinic with one end pointing at the other.

  Business Response

  Date: 06/17/2024

  The member's April payment was refunded on 5/14/24 and there was no payment collected in May. No further attempts have been or will be made. We trust this resolves the member's concerns.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my membership back in January. The continued to charge me 3 and 4 months later. And you cant reach anyone

  Business Response

  Date: 06/12/2024

  This was a 6-month commitment membership signed up for in October 2023. In January, the member accepted a 30 day time credit, extending the membership by another month. The March payment did not go through so after the account canceled, the system still had one payment to collect. We have checked and there will be no more charges on this account.

  Customer Answer

  Date: 06/13/2024

  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

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted the company to cancel my membership and they are still charging me even after they confirmed it has in fact been canceled. They do not have my permission to keep charging my account t and they have been told this but they still do it.

  Business Response

  Date: 05/30/2024

  Thank you for contacting Weight Watchers in regards to your Billing inquiry. Upon review, let us refer you to the Terms and Conditions you authorized at time of setup. There's a four-step process provided to every member who signs up for the Weight Watcher program. In order to set up, all members must review and agree with Terms and Conditions, check the approval box and proceed with sign-up.

  The plan you authorized was a Long Term Commitment with the end date of 2/27/2025. This information was provided at time of completing your sign up. When you went to cancel, information was provided again stating you can cancel anytime but you are still responsible for the billing through your Commitment Plan of which was provided in your cancellation email.

  We're sorry to hear you had to cancel your plan. We wish you success with your journey. Please let us know if you need any assistance in the future.

  Have a great day.

  ***

  Weight Watchers Resolution Specialist

   

• Initial Complaint

  Date:05/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for weight watchers clinic on 5/26. I filled out all of the info to the best of my knowledge. I had the clinic visit on 5/27 where we reviewed the information I submitted. The Dr expressed concerns because of the heart rate I submitted. I assured the Dr I have had a low heart rate my entire life. My father, brother, and son all have this as well. I also let her know this has always been expressed as a positive with Drs in the past. She advised our next steps would be to have me go get my blood pressure and heart rate taken and send her a picture of this. I also need to go get my labs done so we can move forward with treatment. Within a few hours after my appointment I submitted proof of my heart rate and blood pressure as requested. I sent the message to the Dr with the photo attached. She asked me to also input the info on the homepage, I did as she requested. Within the next couple of hours I get an email saying my membership has been cancelled. With no warning the Dr decided to cancel my membership without even giving me the opportunity to submit my labs. I don't feel this was appropriate or right. My blood pressure was classified as normal and my heart rate was almost exactly what I originally said it was. In no place was it advised before during or after I submitted my heart rate that having a low heart rate disqualified me from being in the care of the weight watchers clinic. I paid $59 for absolutely nothing. I feel as thought I have been misled and not given a fair opportunity to be a member.

  Business Response

  Date: 06/10/2024

  On May 27th the member was advised we did not feel this program was a good fit for her as safety is our main concern. We informed her the membership was canceled. A refund of $58.67 has been issued and she will see it in her account in 5 to 7 business days.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of ww clinic for approximately two months. They have not provided adequate medical care or advice. They have refused to give a new clinician, were disrespectful, and cancelled my membership without opportunity for rebuttal or anything else. I reached out to ww and they said that the sequence part of their services, they arent in control of. They allegedly cannot provide any support or advisement on the clinic portion at all.

  Business Response

  Date: 06/04/2024

  This case is still in review and we will have a response soon.

  Weight Watchers