ComplaintsforWW

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Weight Watchers due to their failure to issue a promised refund. Despite being informed that I would receive a refund for an incorrect charge more than five months ago, I have yet to receive the refund.I have contacted Weight Watchers numerous times, and each time I am given various excuses, such as issues with their accounting department or claims that the check has already been mailed. However, I have not received any refund.They have insisted that they need my credit card number over the phone to process the refund, despite already having my information. Additionally, they insisted on sending a check instead of simply crediting my card.It has now been five months, and I am still waiting for the $90.00 refund. This delay and the constant run-around I have experienced are unacceptable.I would appreciate your assistance in resolving this matter and ensuring that I receive my refund as promised.

  Business response

  08/22/2024

  When we spoke to this member in June, we offered a courtesy refund, and though she could have had it within one business day if done electronically, she preferred we send her a check. It was explained our checks can take several weeks. In communicating with our ******************* we learned the check was processed on July 23rd, mailed on July 29th and cashed yesterday, August 21st. 

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined weight watchers clinic thinking I could get a *** medication. I figured if my insurance wouldnt cover it than i could get the medication that ww offered for free with your membership. I signed up and my insurance declined the *** medication. I then requested the free medication and their doctors declined me from getting that. So i had no options for any medication except paying full price for the *** which is not possible for 99 percent of people including me. I contacted ww and asked to cancel my membership since they were unable to give me even the free medication they advertise. They refused to cancel my account and said i had to pay for 3 months without actually getting any services. I contacted my bank and changed my debit card number so they couldnt charge me. WW somehow found my new debit card number and charged me another $89 for **** and July. I want my money back. I didnt receive any service at all. No medication at all. No free medication like they advertise.

  Business response

  07/25/2024

  Two charges of $84.00 have been refunded, for a total refund of $168.00. This will be in the member's account in 5 to 7 business days. The third charge of $84.00 due on 8/15/24 has been stopped. (It is members' financial institutions that electronically provide a new card number. WW does not request it.)

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for weight loss program. You dont actually talk to a doctor or medical professional, it is done via messaging (their program is called Sequence). I went back and forth with them, they instantly went to prescribe me a weight loss drug, but said they need to file with my insurance company first. Was told it was denied, then asked what I want to do next. They suggested a different drug, same thing. Then they did same for 2 other drugs. I have no idea what they were doing and why I was the one having to pick which drug I wanted. I am not a doctor and questioned why this is happening this way. I requested to cancel and they said I have to pay for 3 months due to my contract. So seems this is a scam where you pay them a fee to provide you a prescription for whatever drug your insurance will cover. I was expecting a weight loss program, not another drug as I am not a medical person and do not know what drug is best for me or will not interfere with any of my other prescriptions.

  Business response

  07/25/2024

  The member joined our program and was presented with several treatment plans by the clinical team. The member selected a treatment plan out of the treatment plans suggested by their clinical team who reviewed the member's intake and medical history. The member's insurance did not provide coverage for any of the initial medications on the plans offered by the clinical team after our team took all appropriate steps to file prior authorizations in an attempt to get coverage for the medications clinically suitable to the member. The clinical team did offer a final treatment option of medication that is included in the program at no cost. The member decided against this treatment plan. The member asked to end their membership. The membership was ended by our team as requested by the member. We attempted to issue a refund to the member, however, the member disputed the charge with their financial institution which blocked our ability to issue a refund to this member. 

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  09/28/23 My WW membership was confirmed as cancelled.06/21/24 I received an email stating "we're having issues with your payment". 06/22/24 - I sent an email to customer service, and received a bounce back stating that email is no longer monitored. - I forwarded the message to their privacy department, and requested all my information be removed from their system.- I received a message requesting confirmation of my personal contact info to verify my account, "I am happy to process this request once we verify your account information" - WW team member - I provided the information.06/23/24 I received the following, "Your request to have your data deleted has been received. You will receive an additional email requiring you to confirm that you want your account(s) deleted. The email will contain the User Name(s) and email address(es) for your account(s). There will be a Confirm button at the bottom of the email. You must click confirm within 72 hours, and then the deletion request will begin. Please note your personal data will not be deleted unless you confirm your deletion request. If you believe this message was received in error, or you wish to modify or retract your request, please reply to this email accordingly. "06/24/24 - Due to needing a prompt response from me I requested a timeline of when to expect the confirmation email - I did not get a response to my question, but I did receive the following, "Thank you for reaching out, we apologize for the inconvenience. In checking your previous account I can confirm it is cancelled. It was canceled on Sept 28, 2023. Please ignore the incorrect email, we appreciate your patience."06/26/24 I confirmed receipt of their error notice, and followed up on the timeline to have my information removed, as my trust in the brand has disintegrated and I no longer feel my information is safe with them. As of today, there has been no response, I would simply like them to meet their commitment of removing my data.

  Business response

  07/19/2024

  We have spoken with this member, apologized for the error and have deleted all her data.

  Sincerely,
  

  Weight Watchers

  Customer response

  07/30/2024

  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

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Cancelled membership they increased price I cancelled. I got charged. $43.00

  Business response

  07/17/2024

  This membership is a 10-month plan signed up for on 8/26/23 at the reduced price of $10 per month. All our memberships are subscriptions and per the terms Your account will automatically be charged the discounted monthly fee of $10.00 until the completion of your 10-Month Commitment Plan. Thereafter, you will be charged the standard monthly fee of $23.00 until you cancel. The last $10.00 charge on this account was on 5/26/24. On 6/26/24, there was a $23.00 charge. The account was canceled on the same day and is set to end on 7/25/24 stopping all further charges. As a one time courtesy we have refunded the $23.00 charge and it will be in the members account in 5 to 7 business days.

  Sincerely,

  Weight Watchers

  Customer response

  07/18/2024

  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:

  [Your Answer Here]

   I cancelled over the phone before the date. I never used service for period. You are dishonest and will refund me

   

   

   

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

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

  Business response

  07/24/2024

  The member called to cancel on 6/26/24, the same day of the $23 charge, though on the member's statement it may show for a day or two later. Again, that charge has been refunded.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined WW at the beginning of the year. I have been an on and off member for years and was happy with their services. I primarily tracked and entered using my computer because I'm much more comfortable typing than using one finger on my phone. They removed the feature that allowed me to track by computer in April, so I have not used the app on my phone other than to look up one or two things. They refuse to stop billing me through January 2025, despite the fact that the contract in my mind was broken when they removed my ability to track on my computer. I want them to stop billing my credit card and refund the June payment they posted. The amount is $11 per month.

  Business response

  07/12/2024

  This membership is a 12 month plan ending in December. Our terms do indicate we may modify or alter any aspect of the website at any time. As a one time courtesy we refunded the last charge and canceled the membership to end at the end today stopping all further charges.

  Sincerely

  Weight Watchers

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up on April 6th, 2024 for a 3 month FREE membership. By the end of the month I realized I didn't really use it. I canceled on May 19th, 2024. July 6th, 2024 comes around and lo and behold they charged my card $23. I got ahold of them via 24/7 chat and was told "it was in your terms of cancelation that you agreed to". Um no. The box I checked said I could cancel at anytime and no fee would be collected after cancelation. Why they decided to blatantly lie and say it says something different on their end is beyond me. So here I am, making good on my promise to report them as fraud to my bank and to the BBB. After doing a bit of research it appears I'm not the only one they scam this way. How they're still in business is beyond me.

  Business response

  07/10/2024

  This is a 6-month membership with the first three months at $0 (not the same as a free trial) and the next three months at the full price of $23 per month. Many times we're excited about signing up for the program and we quickly go through the signup without giving proper attention to the terms and conditions. On our website, one must specifically select the plan one wants. The longer the duration selected, the more reduced the price is. Our cancel Terms are very clearly stated. 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.This membership is set to cancel at the end of the 6 months, on 10/6/24.

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 2nd and July 1st I was charge 10$ and I guess they are trying to charge me for the next 9 months when I signed up for a promotional price they did not make it clear that there was a commitment I cancelled my service with Weight watchers before the $10 charge on July first and the are trying to make me pay 10 a month for 10 months: it was not made clear to me that there was a commitment they are tricking people into staying with they weather they use there services or not. This is bad business practice and does not create return business. I want my money back and my account canceled asap.

  Business response

  07/10/2024

  Many times we're excited about signing up for the program and we quickly go through the signup without giving proper attention to the terms and conditions. On our website, one must specifically select the plan one wants. The longer the duration selected, the more reduced the price is. Our cancel Terms are very clearly stated. 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. The member signed up with a promotional code so he had no charge on June 2nd. As a one time courtesy we have canceled this membership for the end of the prepaid month stopping all further charges.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company I worked for 5 years ago provided us with a Weight Watchers program as long as we had 12 members or more. We were unable to maintain that number and we stopped the meetings.I retired three years ago. I just realized that they have been take $24 from my Mastercard for 5 years. Even though they blocked the WW cell phone app. I have been doing some research in to this and have found that Weight Watchers does this on a regular basis and scores of people have complained about this. When I called WW they were not willing to compensate me in any way.

  Business response

  07/15/2024

  We have emailed the member explaining that this membership was signed up for at the beginning of the At Work series with a special voucher code for the app for 14 weeks free. Payment information was required upon signup as per our Terms and Conditions agreed to, if not canceled after the 14 weeks, the account then goes on to charge $19.95 monthly. We have no prior record of cancelation until recently and have offered a courtesy refund.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a three month $15.00 per month subscription to Weight Watchers that I never used. I believed I cancelled it but they have contuined to remove $24.44 monthly from my Pay Pal account, Im 80 years old on a fixed income.

  Business response

  07/03/2024

  We could not reach the member by phone but have taken care of her concerns. She canceled one day after the charge for the 4th month, so as courtesy we refunded her.

   

  Sincerely,

  Weight Watchers

  Customer response

  07/03/2024

  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:

  [Your Answer Here]

   

   

   

   

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

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

  Business response

  07/12/2024

  What the member is seeing for July 2nd is the original refund. The additional charges have been located on a separate account which has now been canceled and refunded. She will see the refund in her account in 5 to 7 business days at the most.

  Sincerely,

  Weight Watchers

  Customer response

  07/17/2024

  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,
  
  *******************************
  
  
  
   
  
  

*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. ↩