ComplaintsforWW
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/28/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Early in 2021, I saw an offer by Weight Watchers for six free months of service. Then they started charging me and I was not interested in the membership. When I called *************) in the summer of 2021, I was told I had to continue paying through September or they would charge me a penalty. Since October 2021, Ive attempted to have them stop the membership. They have continued to charge me $20.95 each month. Today, once again, I called the Weight Watcher number on my credit card statement *************). The woman who answered said she couldnt find my account. She tried for 15 minutes and said she couldnt find my account. I asked to speak with her managershe then hung up. Every month Weigh Watchers takes the money out of my credit card account. My credit card company is not helping me with this situation.Weight Watchers continues to advertise this deal and others should be warned about their deceptive tactics. Its impossible to find a phone number on the Weight Watchers site. Please stop them from deceiving others.I would like to have the charges refunded to me, but I think it will be pointless. I will cancel my credit card.******************************* *****************************Business response
12/28/2021
We have emailed this member explaining the terms of her membership. We apologized for her negative experience and issued a courtesy refund.
Sincerely,
*****
Sr. Member Support Specialist
WW
Initial Complaint
12/17/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
The weight watchers website does not allow for cancellation of membership. The link to cancellation loops back to a "join now" page and the link to "account" offers no information or access to account other than the option to log out. I have tried multiple times to cancel and am unable to online. The website is designed to keep you signed up and keep the bank drafts rolling. Have always had issues with their billing/drafting.Customer response
12/17/2021
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
12/16/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I joined ww in April of 2020 I canceled my member ship in October 2020 after my special offer was over. I had used a credit card that my husband monitors . I was just made aware of the fact they have been billing on 12/16/2021 the amount of ***** a month . I assumed it had been canceled i got the sorry to see you go email that i no longer have because it has been over a year. this was a app membership. My App stopped working when I canceled and I removed it from my phone .I have monthly emails from them for special offers and please come back! so why would I think my membership was still active . I only found the issue when i saw my husbands credit card statement.Business response
12/17/2021
We have spoken with this member, explained the circumstances of her membership and issued a one time courtesy refund.
Sincerely,
*****
Sr. Member Support Specialist
WW
Customer response
01/01/2022
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
12/16/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchased a 12 month membership on November 13th, 2021. I then attempted to cancel the membership on December 15th, 2021. I was treated horribly by the customer service. When I was asked why I wanted to cancel, I cited the fact that the program did not work for me based on my health needs, and was in fact dangerous. I was told I was not following the program correctly, which was not true. Then I was told I would have to pay a year's worth of fees since I was apparently locked into a contract and needed to cancel within 10 days for a refund. The website actually said I could cancel any time, and made it very difficult to understand the true nature of the contract and policies. I am extremely disappointed in the predatory nature of this business' practices.Business response
12/17/2021
This case has been forwarded to our ****** offices for review. Due to the holiday season, please allow extra time to be contacted.
Sincerely,
*****
Sr. Member Support Specialist
WW
Initial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for a trail in April of 2021, I requested cancellation in July 2021 through both ****** and **. Upon reviewing my ****** statements weight watchers is still charging my account. I sent additional communication and I am not getting responses at all. They make it extremely difficult to cancel this service I am guessing anyway other than sitting on the phone for hours. I requested it in writing, requested ****** to cancel as well. I would like a refund of May money for the months of August- November that were charged. I never logged into the app or used services during these periods as I had cancelled.Business response
12/17/2021
We could not reach the member, but left her a voicemail and issued a courtesy refund.
Sincerely,
*****
Sr. Member Support Specialist
**
Initial Complaint
12/13/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Me and my wife both signed up for the digital WW program in November of 2021. Upon cancellation my wife was charged an early termination fee of $44.95 when my account allowed for free cancellation. We both signed up under the impression the program had a free trial period prior to the beginning of billing. We decided after a few weeks we weren't using the services as often as we'd hoped and due to financial difficulties opted to cancel. Although they claimed the program was free to signup, if you cancel even within a few weeks they charge you an outrageous termination fee. I find this practice unethical and very misleading. Why would you allow me to cancel for free, yet charge another customer for cancellation? I would like to see my wife's account under ******** ****** and email ********************** account refunded for the $44.95 as she opted to cancel the service within the free month. The practice of being selective on which accounts can cancel with no penalties is not only sneaky, but unethical. I have reached out to your support team, but found they were unable to resolve my issue.Business response
12/13/2021
We reached out to this member and explained him and his wife had actually signed up for different promotions with different terms on the Early Termination Fee. We issued a one time courtesy refund on his wife's membership.
Sincerely,
*****
Sr. Member Support Specialist
WW
Customer response
12/14/2021
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
12/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Two weight watchers accounts were opened at the same time and closed at the same time. One account was closed on 1/23/21, other account was not closed and I would like a total refund since 01/23/21. Please note we were charged a monthly fee this past week, but when we tried to log into weight watchers account today at 12:22, there was a message that states " seems like you don't have a subscription with us. Please purchase a new plan to continue. This is fraudulent billing for 12 months. Account Name is *********************. Spoke to customer service today at **** and they will refund six months, but I want the entire 12 months refunded. Waiting on a supervisor to call me back and still no call.Business response
12/09/2021
We have spoken with this member and explained the reason for the charges. A courtesy refund was issued.
Sincerely,
*****
Sr. Member Support Specialist
WW
Initial Complaint
12/03/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My Husband and I signed up for a 6 month commitment plan to be billed $15.17/mo and if we cancelled early we would be owe $41.95 to cancel each. I was billed on Nov 3 for $15.17 twice for my myself and my husband and now I looked at my credit card statements and I was billed $41.95 x4 times on Nov 27,2020. I don't mind paying the opt out fee but I don't understand why I billed 4 times. I want to cancel now and I want my refund. I don't appreciate the service and being charged an astronomical amount without any notice. I have pictures and proof of the charges and the website makes it so difficult to cancel. They only give you an option to have a free month or so. No I want to cancel now and want don't need to make it an arm and a leg to cancel. Weight Watchers has a great reputation to aid in weight loss but when it comes to customer service they are defiantly lacking.Business response
12/09/2021
We could not reach this member by phone but have sent her an email asking her to contact our Corporate ***************************** so we can ask some questions to be able to resolve this concern.
Sincerely,
*****
Sr. Member Support Specialist
WW
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Customer Complaints Summary
388 total complaints in the last 3 years.
148 complaints closed in the last 12 months.