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ComplaintsforThe Knot Worldwide Inc.
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Complaint Details
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Initial Complaint
05/09/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
My wife and I run and ************* *** out of Austin, TX providing music for private events and weddings. We wanted to increase our income in the wedding market so we investigated The Knot/WeddingWire, now a tandem organization. The salesperson assigned to us was enthusiastic about our chances of quickly rising in the regional rankings to a point where we would obtain bookings but I was skeptical. Our video and photo content, while professional, is not custom made for the wedding market. I asked her repeatedly to go over our material and give her professional opinion on whether or not it was suitable to grab potential customers attention. She assured me that we would be a "shoe in" and would be able to count on receiving leads quickly. We decided to sign up to the most expensive package available, $518/month on a 12 month contract for a total of $6,216/year. The digital storefront for our vendor profile largely depends on reviews from previous clients and I asked for those reviews to make our services look attractive. I was told multiple times by my former employers that the link I sent them was too hard to navigate on account of multiple layers of verification and we were left with practically no reviews. The photo upload process left our photos cropped in ways that cut our faces out making it obsolete for our purposes. After repeated calls, emails and requests to the support staff I was unable to get anyone to take the time to give our profile any attention. Our profile in the competitive Austin wedding band market looks amateur and is stuck at the bottom of a long list of other groups that have been established with The Knot for years. In our third month of membership its clear that this service is going to do nothing for us. As our material was "reviewed" by someone who was supposed to advise us I feel they would have said anything to sell us to the tune of thousands. Predatory sales tactics 101. We want our contract shredded and our money back.Business response
06/14/2023
Hi there, we would like to assist with this however we are having difficulty locating your account. Could you please provide us with your business name and email address so that we can look into this?Customer response
06/18/2023
Hey there! Happy to provide whatever info you need from me. The profile name is ******, our account would have been paid (and continues to regrettably) by *********************** LLC.Business response
07/06/2023
This customer signed up on 3/14/23 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. If the customer or the BBB has any other questions, please let us know!Customer response
07/06/2023
[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:
Clearly my complaint wasn't read. It is accurate that a support staff member was in contact with me. Then did exactly nothing to fix my problems. I followed up and got a different support staff member and was very clear about my complaint.. still my issues went unsolved, fairly unceremoniously too, I'll add. What good is a support staff if they do nothing for the customer? You may as well have an answering machine!Regards,
*************************Initial Complaint
04/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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
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
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
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 customersBusiness 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
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
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.Initial Complaint
03/11/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
In October 2022, I signed a contract with The Knot , who is also tied into the WeddingWire as a business. As a vendor supplying music for weddings, I was instructed on how to complete a Wedding web page that will be displayed on The Knot and the wedding wire, as I had been instructed. That was six months ago, after being told by the account manager, ***** of the knot that I will be working every weekend providing music for people wanting it for their wedding. As of today I’ve had eight leads from customers or potential customers that ask for information on my service. To date, I have not heard one word from any of the leads. The promise of a contract is important when two parties come together to sign it and realize a desired result. That result which I desired to this day has not resulted. I spoke to many of the agents from The Knot and WeddingWire as well as the account managers of The Knot. I,I proceeded to do what they told me to do to make my wedding page more attractive. It has not occurred the result. And every month I’m paying $165 to The Knot for their allowance of my webpage. I have at least six months to go before the contract ends. this money that I’m spending is the result of their inability to hold their end of the contract; which they explained to me would be, they would take the information from the part, potential clients, and guide them to specific sites that has what they desire. Later in the months that followed after spending $165 a month each month, I spoke to the account manager, and she said that there is no guarantee from the company that the vendors which I am in name as the ***** ****** combo, would not be guided by The Knot and the WeddingWire to my specific page as there is information from the client. So this explains why I am not getting clients in the number that was told to me at the very beginning of the contract signing. The account manager ***** said I would receive Many clients, so much that I wouldn’t keep up with them. Although this is not exactly her words, it was the words that I had understood when I spoke to her on the telephone.Business response
04/04/2023
This customer signed up on 10/7/22 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 and had a phone call on 2/28 and 3/1, and a follow up email on 3/7 to follow up on concerns and provide additional support on converting leads and improving overall performance. If the customer or the BBB has any other questions, please let us know!Customer response
04/21/2023
[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:
---------- Forwarded message ---------
From: ***** ***** <*******@***.com>
Date: Wed, Apr 19, 2023 at 8:13 PM
Subject: Claim The knot worldwide
To: <[email protected]>This is in response to the April 4 communiqué from The Knot and wedding pro who stated incorrect and misleading facts about the contract that I signed with The Knot and wedding pro.
When I first signed up with The Knot , it became apparent that there were no leads for musical contracts and that the interested parties would not be referred to my website. In fact, one of the agents from The Knot misrepresented that the webpage that I create on this site will have people that will be sent to that site according to the customers information typed into the search page or through direct responses from the customer to the agent for a request of a specific type of music group, ensemble, or orchestra. In my case, the agent posted my Web page to ensembles and small groups. She didn’t say to me that, since I am a musician along with two others that supply Jazz music, that I will have a less restrictive audience of people who are really looking for typical Wedding Music or music that is more related to the ceremony of the wedding or the cocktail hour. I had called the The Knot to complain that I’m getting very little leads from people who are requesting information.
I believe this misrepresentation was intentional to cloud anyone’s misgivings on signing a contract in which my case was $165 a month. At the end of April I have already spent $825 for a webpage that gives me no return on my investment.
I understand that I signed a contract with The Knot and that I am bound by that contract; however, The Knot has not fulfilled their end of the contract. As far as I know, a contract is Null and void when one party does not perform up to their stated services.
So I ask the Better Business Bureau to hold the knot Accountable for their actions in breaching the contract; so I’m asking for adjustment to my billing of $165 a month. And to asked the Better Business Bureau to require The Knot to either return the monies that I have spent and cancel the contract for the rest of the year . There’s no reason why I should be bound by a contract that does not perform. It stated goals.Just having a webpage, glorified as wedding type of music and those people finding out that it’s not typical wedding music; is the whole point of this complaint. The knot misrepresented the facts and procedures of the contract and took advantage of struggling musicians in this economy by luring them to sign a contract without being truthful. One Agent of the knot said “ are you ready to work every weekend without a rest?” “ You will be working every week; four weekends a month!”
***** *****
April 21,2023
Just having a webpage, glorified as wedding type of music and those people finding out that it’s not typical wedding music; is the whole point of this complaint. The knot misrepresented the facts and procedures of the contract and took advantage of struggling musicians in this economy by luring them to sign a contract without being truthful. One Agent of the knot said “ are you ready to work every weekend without a rest?” “ You will be working every week; four weekends a month!”
***** *****April 21,2023
Just having a webpage, glorified as wedding type of music and those people finding out that it’s not typical wedding music; is the whole point of this complaint. The knot misrepresented the facts and procedures of the contract and took advantage of struggling musicians in this economy by luring them to sign a contract without being truthful. One Agent of the knot said “ are you ready to work every weekend without a rest?” “ You will be working every week; four weekends a month!”
***** *****
April 21,2023
Regards,
***** *****Business response
04/27/2023
An account manager followed up again and worked directly with this customer to provide some additional exposure and recommendations on how to utilize the advertisement. Thank you!Customer response
05/01/2023
[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.
Regards,
***** *****
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Contact Information
Customer Complaints Summary
220 total complaints in the last 3 years.
75 complaints closed in the last 12 months.