ComplaintsforThe Knot Worldwide Inc.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I can no longer login to my account. Phone calls not answered when called during business hours. No contact from Wedding Pro regarding any problem or issue. Collecting payment and not providing service. Appears to be a scam.

  Customer response

  07/29/2023

  The issue has been resolved satisfactory no further action needed.

  Business response

  08/14/2023

  Thank you for bringing this issue to our attention. On 7/28, our team reached out to the customer and was able to help them regain access to their account. This issue has been resolved. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021, this company fraudulently began charging me $237.50 per month for a bogus listing for a business that never existed. In total I was charged $2850 over the course of 12 months. They admitted fault and agreed to refund the charges but only refunded $1178. I have tried to resolve this issue with them for the past 8 months but they are refusing to refund the remaining $1663.They never obtained legal authorization to charge my account, but rather pulled the account info from previous transactions. I did not authorize these transactions, nor did I sign any contract.I believe that they are operating illegally in this manner and I hope to receive a full refund as well as prevent them from scamming others in the future.

  Business response

  07/13/2023

  We issued this customer a partial refund to rectify the situation. Since the account was set up on our end and receiving leads, a partial refund what we can offer considering this customer did receive services and leads on our platform. The customer's contract was not renewed as of 4/6/23. Please let us know if you have any other questions or need additional assistance by emailing [email protected].
  

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 7, 2023, I received an email saying that my WeddingPro account would be terminated. No reason was given to me other than to refer to Section 4 of the Policy Agreement. Section 4 of the Policy Agreement discusses discrimination. I have never discriminated against a couple or anyone for any reason personally or professionally. I can only assume that this email is in regards to a falsified review that I received on June 5, 2023 that stated "Destination Us and specifically ******* ***** refused to work with us because we are gay. - *****." I have never communicated with anyone named *****, nor have I refused to work with anyone. I disputed the review with these facts and ended up receiving a termination email. I replied to the termination email with the facts and even email copies of proof of communication with another couple which continued to show no sorts of refusing to work with someone. This is defamation against *********** ** and me, ******* *****. On June 5, 2023, TheKnot/WeddingWire took $169.40 from my bank account to cover my June advertising. If I am unable to advertise, I should receive a refund equaling $169.40. WeddingPro, including TheKnot Worldwide and WeddingWire, has refused to talk to me or set up any sort of mediation. I have reached out many times with no results.

  Business response

  07/18/2023

  This customer's contract was terminated because they violated our nondiscrimination policy in our Terms of Use. Our team notified the customer on 6/7 and reached out again on 6/15 and have yet to hear back. We have attached the proof of violation. If the customer would like to further discuss this or submit any additional evidence, please reach out to our team directly at [email protected]. 

  
  

  Customer response

  07/23/2023

  [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:
  The Knot WW refused to set up a mediation. What I said to the couple was not discrimination as I never said I would not work with them.
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've been trying to get out of my contract with WeddingPro and I have yet to receive a response. This is my third contract with them, already completed my first 12-month agreement and after seeing no progress from when I started to now, I can no longer pay it monthly. I have tried countless times to get them to cancel my plan but have had no response. Hearing everyone go through this, I know now that they are a SCAM! I'm also going down a different route away from Weddings for my business, and no longer want to market myself through WeddingPro. i was able to downgrade my second year contract, which they had no problem doing and that caused my original second contract to be cancelled and they made a new one. So I know they have the ability to cancel the contract. I'm not looking for a refund, I'm only seeking cancellation immediately. I am also doing this more than 5 days before the next billing date, so I should be able to cancel this without being billed again.Desired Settlement: Cancelation and Removal of Storefront for *** ***** LLC of the ***********, ** Region

  Business response

  07/18/2023

  Thank you for bringing this to our attention. As of 6/17, this customer's contract was terminated.  Please let us know if you have any other questions.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 7th 2023, I spoke with a representative from this company. I explained to her that my business was NEW, and I wanted to ensure that I would have an option to cancel at anytime, because I wanted to make sure that the monthly service fee that they charged ($562.80 a month) was going to be beneficial to me when it came to receiving and booking leads. Her initial response was that nobody ever wants to cancel after seeing their results! Especially with the high demand that was in my area!( Washington DC) And I then REPEATED my question and she then CONFIRMED that YES that was an option! After a couple of weeks VERY low insights 8 visitors or less! I then decided to cancel! It took several days to hear back from anyone and when I did finally I was told that I was locked into a CONTRACT! For 12 MONTHS!! Which was NEVER mentioned by the representative! I’ve spoken to several individuals with this company attempting to get this taken care of, but NOTHING! And because this was not done on a recorded line there’s no way for me to prove this! After looking for this “contract” that I was not made aware of and did not sign I found it in an enrollment email as an attachment. It doesn’t have to be signed, receiving payments from you is agreeing to the contract and terms! Which in this case there should be a recorded line during this process! Then it started to become weird, because once I started to address this situation and after I would speak with someone regarding this issue all of a sudden I’d have like one to two leads come in…I wouldn’t respond because something did not seem legit about it at all! Especially happening right after my complaints. I’ve also requested that payments NOT be taken out to this is handled and today my account was charged! I did not want a refund from when I initially signed up, just to be DONE with them! But $562.80 was taken out of my account! Without any agreement or confirmation! Now it’s time to escalate my situation!

  Business response

  07/11/2023

  Thank you for bringing this to our attention. One of our team members reached out to the customer on 7/7 to resolve this with the customer directly. 
  
  

  Business response

  07/31/2023

  From: ******* **** <******@theknotww.com>
  Date: Mon, Jul 31, 2023 at 9:21 AM
  Subject: Unresolved Complaint: #********
  To: <[email protected]>
  Cc: ***** ****** <*******@mybbb.org>
  

  
  
  

  Hi there, 

  
  

  I am writing on behalf of The Knot Worldwide in regards to an unresolved complaint ID #********. Below is our updated response.
  
  This customer signed up on 4/7/23 for a premium listing 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. We do not guarantee any level of performance with the purchase of a premium listing, however we do provide a dedicated team to help advertisers capitalize on their membership with us. One of our account managers reached out to this customer to follow up on concerns and provide additional support and has been unable to get in touch with the customer. 

  
  

  We are unable to offer a refund based on these terms but have offered to comp products or discuss the current rate as a compromise and have not heard back from the customer. 

  
  Please let me know if we can provide any additional information to resolve this complaint.
  
  Best,
  Camille
  

  
  

  --
  

  Camille Cade, MPS

  Social Media & Brand Specialist

  The Knot Worldwide

  Business response

  07/31/2023

  This customer signed up on 4/7/23 for a premium listing 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. We do not guarantee any level of performance with the purchase of a premium listing, however we do provide a dedicated team to help advertisers capitalize on their membership with us. One of our account managers reached out to this customer to follow up on concerns and provide additional support and has been unable to get in touch with the customer. 
  
  We are unable to offer a refund based on these terms but have offered to comp products or discuss changing the current rate as a compromise and have not heard back from the customer. 
  
  Please let me know if we can provide any additional information to resolve this complaint.

  Customer response

  08/01/2023

  [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 Answer
  
   Complaint: ********
  
  I am rejecting this response because:
      Please make available the recorded call with your representative stating that I will have the option to cancel. Again! Their representative was asked if this was an option to cancel because my business is new! And I wanted to make sure the monthly cost would make sense! Long story short I was told that I was able to cancel. The refund is not the issue! Not anymore! Because that’s been handled on my end accordingly! The issue is the hidden contract! And your representative not practicing better ethics! I want out of this contract and nothing more to do with this company!  
  

    I’m clear as to the fact that leads are not promised! They know this! So please be aware of the situation before having such a “generic response” because that was NOT the issue!…They have reached out with no solution to addressing the lie I was told by their representative regarding a contract! I’ve requested recordings to be reviewed to prove what their representative has told me! Which should be recorded if binding me to a contract! Nothing has been done! Instead I’m told nothing can be done! And I’m offered different packages! Why would I want to continue with a company where I was flat out lied too! And pay my money too!  I trust nothing at this point! And wouldn’t even trust their leads! I want nothing to do with this brand or company! 
    Train your representative to operate with integrity! 
  I have not used their platform in anyway since! 

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

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company promises to get you business and has yet to get me a single booking in the past three months. After speaking with one of their team members they informed me that I cannot cancel my membership because it is a 12 month contract which was never told to me by their agent. After emailing with one of their team members they began to become threatening towards me. And now they have charged me twice! I would like my money back as that I am a brand new small business just trying to make it but at this point I'd be happy to just get my membership canceled and no further transaction with this company. They are crooks! After reading through a few forums it appears that this company does this to a lot of people. It is unacceptable especially in todays post covid world. Someone needs to look into this company, they are robbing people blind.

  Business response

  06/26/2023

  One of our team members has reached out to work directly to this customer and the contract was terminated as of 6/7/23. Thank you and have a great day!
  
  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The Knot and Wedding Wire are horrible. They lure you in with insinuations of all the leads you'll get, how much traffic they get, etc. But it's all lies and false promises, and they'll never outwardly promise anything, they're very careful with their wording, but it is heavily implied that you will get leads. The leads are all fake, people never respond, never book you. They 100% take advantage of small businesses and trap them in contracts. Their recurring charge is actively hurting me financially and they do not care. I've also heard that canceling autorenew is extremely difficult, as they will flat out ignore their customers requests.BEWARE. Do not sign up with them.

  Business response

  07/06/2023

  This customer signed up on 1/5/23 for premium listings on WeddingWire and The Knot for a 12 month agreement under our Wedding Invitations category. 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. We do not guarantee any level of performance with the purchase of a premium listing, however we do provide a dedicated team to help advertisers capitalize on their membership with us. One of our account managers reached out to this customer and left voicemails on 6/20, 6/27, and 6/29 to follow up on concerns and provide additional support on converting leads and improving overall performance.

  Regarding Spammers: Unfortunately, as an online platform, we are targeted by spammers and scammers, like the rest of our industry. We actively work to prevent instances of fraudulent users and activity on our sites to protect our users. If customers come across a spam or scam lead, they can report it to our team to have them flagged and removed from our sites. Feel free to reach out to [email protected] specifically for further assistance flagging spam/scam leads in the future. If the customer or the BBB has any other questions, please let us know! 

  
  

• 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

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Knot/Wedding Wire used to be a good advertising platform (advertised with them in 2017) and have gotten pretty solid and actual bookings.In October 2022, i re-advertise with them with not much expectations but maybe 3-5 weddings for the year which would over advertising cost for us.I'm not sure what is happening on their end, every complaint here (like ours) is about constant fake leads (maybe from their end) and check scammers, which have gotten very good with their communication and unfortunately wastes time for us business owners.As a global company and a name brand in the wedding industry, i would have hoped that their security and checkpoint for creating fake accounts would be much stricter, but alas.I reached out to their support and an account manager and was assigned "*************************" i professionally explained my frustration with their security and fake leads, she reiterates that it's due to my "lack of reviews"which somehow lets scammers creates accounts and messages vendors? sure.i think they know they have an issue on their hand but seem to deflect (instead of maybe investing in a better security?) as a business owner, this is extremely frustrating dealing with fake leads/scammers.will they ever fix it? i'm not sure - but all these complaints can't be wrong - fix the product and maybe you'll have less complaints.

  Business response

  06/20/2023

  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 on 6/16 and left a voice message on the phone. We will try again this week. Please let us know if you have any other questions or need additional assistance by emailing [email protected] 
  
  
  
  

  Business response

  06/22/2023

  Thank you so much for bringing this to our attention. As of 6/16, our Support Team has reached out to this customer via phone and email and are waiting to hear back. We will continue to reach out in order to get in contact with this customer. In the meantime, please let us know if you have any other questions or need additional assistance by emailing [email protected] 

  Business response

  06/28/2023

  
  

  This customer signed up on 11/3/22 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. We do not guarantee any level of performance with the purchase of a premium listing, however we do provide a dedicated team to help advertisers capitalize on their membership with us. One of our account managers reached out to this customer to follow up on concerns and provide additional support.

  
  

  Regarding Spammers: Unfortunately, as an online platform, we are targeted by spammers and scammers, like the rest of our industry. We actively work to prevent instances of fraudulent users and activity on our sites to protect our users. If customers come across a spam or scam lead, they can report it to our team to have them flagged and removed from our sites. Feel free to reach out to [email protected] specifically for further assistance flagging spam/scam leads.

*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. ↩