ComplaintsforThe Knot Worldwide Inc.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted a review on WeddingWire and was informed that the service provider (a wedding planner) had disputed it saying I wasn't a customer. They said they would investigate with the service provider and have an outcome in 2 business days. I replied within minutes saying I would gladly share email correspondence and other proof showing that I was indeed a customer That was 2 weeks ago. Since then I have sent no fewer than 7 emails asking for follow-up and again offering to provide proof. The company has not responded to me at all It's clear they have a system of blocking negative reviews and likely promise service providers they will do so as a means of gaining fees from service providers. However, that withholds material information from consumers for when they are making a decision for services that are not cheap (in my case it was $5,000 just for the wedding planner)

  Business response

  11/18/2021

  Thank you for bringing this to our attention. All reviews on our sites are temporarily taken down from view when a review is disputed. The review was temporarily removed to ensure all statements comply with our Terms of Use and an email was sent on 11/8/21 to the reviewer with more details about recommended edits to stay within our guidelines. As a reminder, our review policy can be found here: https://www.weddingpro.com/review-policy. If you have any further questions, feel free to email us at [email protected] Thank you and have a great day!

  Customer response

  11/19/2021

  [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 business simply copy pasted  the form response they sent to me over two weeks ago. They have yet to post review or respond to my emails as of this moment
  
  Regards,
  
  *******************
  

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hit me with a 30% price increase for services that aren't worth 30% more.

  Business response

  11/11/2021

  Thank you for your message. One of our account managers has reached out to work this customer directly on his concerns. If there are any additional questions, feel free to reach out to ********************************** Thank you and have a great day! 

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like a florist Storefront that was put onto weddingwire.com without my permission on 9/1/21 removed. I have requested it be removed from the website at least 10 times in writing and by phone. I explicitly stated on the phone when setting up an account on TheKnot.com that I did not want anything on weddingwire.com. the customer service rep agreed. The weddingwire.com account was added anyway without my permission. I was also never sent terms and conditions, and a paper trail of the email they claim I received, has not been provided by the knot worldwide, even after multiple requests. I would like all storefronts across all websites removed, because I feel they acted fraudulently by not providing terms and conditions before payment was taken, not upholding their terms, and requesting actions from me that are outside of the terms stated on their website. For example, they are starting that to remove the Storefront I did not given permission for, that u have to take down my website and social media page. This requirement is not listed in their terms and conditions.

  Business response

  11/03/2021

  Thank you for your feedback! One of our team members has reached out to this customer to address these concerns and resolve the issue directly. If there are any additional questions or concerns, feel free to reach out to [email protected] Thank you! 

• Initial Complaint

  10/15/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was contacted by The Knot/Wedding Wire when I couldn't sign into my free account I had had for years, now it costs money, which is fine. The account manager (which is what I was told she was) signed me up for the after A LOT of dealing on her part, and then promised me that I could cancel anytime with a 30 day notice, but would not be able to get the same deal she was able to get for me in the future. After a few months I realized it was not for me. I called to speak to my account manager September 1st, and was unaware that the account manager had changed completely (I just thought the other person was the one helping me with my storefront not my new manager) I was then told that I have to stay in the contract (as stated) for 12 months and then I can cancel. Finally today Oct 15, 2021 I was told that the first girl was just a sales girl, they have no proof of the conversation, just like they asked for my proof. Their sales people are promising things they can't provide.

  Business response

  10/20/2021

  Thank you for your message. This customer signed up on 3/2/21 for a Featured Wedding Hair & Makeup Listing in the Orlando Region on The Knot and WeddingWire on a 12 month contract (attached for reference). All of our listings are for a 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 has reached out to this customer for further assistance so she can maximize her account since she is not eligible to cancel until 3/2/22.

  Our contract terms were discussed during the demo, reiterated in a follow up call during check out on 3/2/21, and in an email afterward and sent to the customer on 3/2/21 (and attached to this response for reference.) If the customer or BBB requires any additional information regarding this contract, we are more than happy to provide it. Thank you and have a great day!

• Initial Complaint

  10/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'm a personal fitness trainer looking to market my business. I bought 'vendor' space on WeddingWire & The Knot on 22 July based on a 'discounted rate' which locked me in for 12 months ($240 PCM, $2,880 in total). I was told that I would be given leads for my business from potential brides and whilst not guaranteed a dollar amount I would get more traffic. I believe this sale was completely misrepresented and I have been mis sold.My 'vendor profile' is the most advanced, filled out and reviewed for fitness on the site but it does not get hits. Also the website makes it hard for fitness vendors to actually be found (it is a sub-category and convoluted afterthought in hair & beauty). My sales rep was convincing + aggressive in the sale, and I was pressured to buy on the day. Once my money was taken it was difficult to get hold of anyone in the company when I had questions or suggestions. The leads I received have also felt strange, almost like bots / fake. This feels like a scam.

  Business response

  10/13/2021

  Thank you for bringing this to our attention. One of our account managers has reached out to work directly with the customer about these concerns. If there are any additional questions, please reach out to [email protected] Thank you and have a great day!

  Customer response

  10/19/2021

  [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:
  

  I emailed them and called them a few times and they finally got back to me and I scheduled a phone call with an account manager who did not mention the complaint, she did not speak about canceling or giving me a refund. She just offered me a free banner on the website for the next 3 months. I realize now that this was supposed to be a way to respond to my complaint however they made no reference to the complaint, I thought they were just trying to help out one of their vendors.

  I initially agreed to the banner as I thought the complaint was going to be dealt with another department, however if this is the company's response to the complaint then I definitely am rejecting it.

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

  Business response

  10/27/2021

  This customer spoke with a sales rep on 7/21/21 and again on 7/22/21 when he signed up with a discounted rate for a 1 year subscription. All of our listings are for a 12-month term to ensure that each business has the opportunity to maximize their potential return on investment throughout a complete wedding cycle. The 12-month contract was discussed on the recorded sales call, and reiterated in a follow up email sent to the customer afterward (Attached to this complaint for reference.) 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 has been reaching out to this customer via phone to address performance concerns and offer recommendations. 

  If the customer or BBB requires any additional information regarding this contract, we are more than happy to provide it. Thank you and have a great day!

*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. ↩