Complaints

This profile includes complaints for WW's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  WW

  675 Sixth Ave, 6th Floor New York, NY 10010

• 

  Weight Watchers

  8900 State Line Rd Ste 250 Leawood, KS 66206

• 

  WW

  6125 SUSSEX AVE Burnaby, BC V5H 4G1

• 

  Weight Watchers

  1700 SULLIVAN TRAIL EASTON, PA 18042

• 

  WW

  75 Worthington Drive #103 Maryland Heights, MO 63043

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2021, I began a Weight Watchers subscription. Unbeknownst to me, Weight Watchers DOES NOT send monthly billing statements. After about 3 months, I stopped using Weight Watchers (maybe sooner, but generously, I'll give WW three months). Today, I discovered that WW has been charging me EVERY MONTH for 19 months, without sending a single billing statement, without a single notice of account renewal. This is anathema to any subscription based business I have ever engaged in - to not send monthly billing statements or renewal notices. I am confident that WW does this on purpose to evade cancellations from people like me. I called to get refunded, and WW *refuses* to negotiate or even investigate refunds beyond 6 months (this was what I got after escalating the complaint). This is a disgusting grift, to take money from account holders without any communication whatsoever, and refuse to investigate if subscribers have done anything to access the resources/know about the existence of the account. WW insisted I should have seen the line items on my credit card monthly, which is a cop out for their negligence in communicating with subscribers to their service. I deserve to be refunded for every month where I did not receive a bill in the mail or by email, and every year that I was auto-renewed on a subscription plan. This means that, after 3 months of use (again, that's generous), and 6 months of subscription, weight watchers fully took 10 months of payment from me with zero notice, no accountability, and no method of recourse. Theft.

  Business Response

  Date: 11/10/2022

  Per our Terms and Conditions agreed to upon sign-up, autobilling will continue until the member cancels. Cancellations can be done online, via chat, email or phone. Because these are personal accounts they are not monitored for usage. This member was refunded the maximum courtesy refund of 6 months.

   

  Sincerely,

  *****

  Sr. Member Support Specialist

  Weight Watchers

  Customer Answer

  Date: 11/15/2022

  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:

  As I explained in my complaint, the business is willfully negligent in its communication with customers to purposefully overcharge customers long after customers cease to benefit from the service. It is willfully negligent of the business not to send any communication whatsoever, and further to refuse a refund above six months even when customers have not used services for longer than that. At other subscription companies, even with better communication about billing, refunds are available extended back to the last time a customer used a service. I didn't even know Weight Watchers was billing me *at all* and when I found out, I had been billed for 19 months. That means that Weight Watchers billed me for 13 months for which it won't refund, despite *zero* communication about monthly bills or annual renewals. This is beyond the scope of reason in terms of the company's responsibility to communicate transparently with customers. Weight Watchers is being deliberately obtuse and this behaviour is a complete money grab with no clear business value, I cannot believe this is the chosen business model of a company.

   

   

   

   

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

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

  Customer Answer

  Date: 11/18/2022

  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:

  Weight Watchers says it does diligence while actively neglecting to maintain communication with its members or to refund them for services not rendered. We are now going in circles. The company feels no responsibility to it's customers outside of a single communication established at the point of membership. That's willfully negligent, as stated. Refusing refunds for services not rendered outside of a the six month period is also greedy and prohibitive by comparison to the policies of other subscription services. I have nothing more to say, we've said the same thing to each other. WW feels no responsibility to customers, they've made that clear; I think it's wrong, I've made that clear.

   

   

   

   

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

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

  Business Response

  Date: 11/29/2022

  We regret this member feels this way. We will respectfully agree to disagree.

   

  Sincerely,

  *****

  Sr. Member Support Specialist

  Weight Watchers

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for WW in March/April 2021, and canceled my membership before the 30 day free trial with a customer service agent via their website chat messenger. At the time, the promotion was a free 30 days trial and if not canceled before then it would a 6 month contract. I canceled my membership and reached out to customer service multiple times as I continued be be charged $29.95 for 6 months. In good faith, one representative gave me one month back in the amount of $29.95 and showed me that their agent did not cancel my subscription and showed me how to do so online. Unfortunately, I am still out 5 months of $29.95.

  Business Response

  Date: 11/03/2022

  We have sent this member an email explaining the terms of the plan she signed up for and offered a courtesy refund.

   

  Sincerely,

  *****

  Sr. Member Support Specialist

  Weight Watchers

  Customer Answer

  Date: 11/04/2022

  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]

   Hello, 

  Your previous email states you offered a courtesy refund. I already obtained a one month refund in the amount of $29.95, I was charged for 6 months not the three months indicated in the email. In addition, WW contradicts themselves by stating I signed up for an offer, and then lists the terms and conditions for not for the offer. 

  Again, I am in need for a refund for 5 more months in the amount of $149.75 ($29.95 x 5 months)

   

   

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

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

  Business Response

  Date: 11/23/2022

  This was all settled via email by 11/14 with ** offering the 5 months refund. A check order has been submitted.

   

  Sincerely,

  *****

  Sr. Member Support Specialist

  Weight Watchers

   

  Customer Answer

  Date: 02/24/2023

  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

  Date:10/26/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel to no avail. There is not option on the site to cancel I have made numerous phone calls and I cancelled in the required time period.No company should make people continue a subscription that they don't want.

  Business Response

  Date: 10/27/2022

  Members may cancel at any time via phone, email, chat, the app or the website. Depending on their membership and when they cancel, they may incur an Early Termination Fee. This member signed up on 6/30/22 for a 6 month promotion with a free cookbook, the first three months were free and months 4, 5 and 6 are at $22.95 per month. If canceling anytime before the last charge, an Early Termination Fee of $42.95 will apply. 

   

  Sincerely,

  *****

  Sr. Member Support Specialist

  Weight Watchers

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled an account I had with them on 3/15/22 and continued to pay until my contact was up on 7/15/22 which was specified in my cancellation email. However, I kept getting changed for August, September and October. I called customer service and tried to resolve the issue with them but was rudely told they would only reimburse me for October. I believe they have stolen money from me.

  Business Response

  Date: 10/27/2022

  We left a voicemail and also sent an email to this member explaining the issue is she had duplicate accounts. We issued our max ******** refund for the duplicate payments.

   

  Sincerely,

  *****

  Sr. Member Support Specialist

  Weight Watchers

  Customer Answer

  Date: 10/28/2022

  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

  Date:10/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered May 19/2022 for a three month trial at $13/month due to a promo. After 3 months, decided it would not work for me and chatted with customer service to cancel my plan. Took several chats to figure it out, but it turns out they could not cancel it until the end of the subscription period (which I assumed was 3 months!) but turns out was an entire year. How did that happen when I signed up for a 3 month contract?I still want to cancel my plan, and ideally would love a refund for every month since I first tried to cancel (August 19th).

  Business Response

  Date: 10/24/2022

  This case has been forwarded to our ****** offices where they will reach out to the member for resolution.

   

  Sincerely,

  *****

  Sr. Member Support Specialist

  Weight Watchers

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough to me and the matter has been resolved. I would still like to see a chance in their marketing, as I was blamed for selecting the wrong option when signing up (not the case - see original attachement).
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:10/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my membership 4/21. I didn't realize was card has still be charged until 10/18/22, I immediatley call weight watchers to let them know and they said if it wasn't me that resigned up it must be fraud. I believe WW reactivated my account without my consent and has been charging me. The representative could see that I was not using the program and told me she would research and opened a case for fraud. I believe the fraud is against Weight Watchers. I have requested to be refunded for the months I was charged without my consent. I have contacted by bank as well and they are looking into it as well but because it took me so long to notice they aren't sure they can do much. This is not the first time over charging has been done with me or other family members. I hope the BBB can help get fair honest resolution to this issue. I have filed a case with Weight Watchers for fraud but they are the ones that committed it.

  Business Response

  Date: 10/26/2022

  We have spoken with this member, explained and processed our max ******** refund.

   

  Sincerely,

  *****

  Sr. Member Support Specialist

  Weight Watchers

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Weight Watchers and within 5 minutes of signing up I tried to cancel, I knew if was not for me. I contacted them and they advised that I signed a contract for 6 months and there was no trial period which I read that there was a trial period. The person that I chatted with was very rude and did not want to help at all. I have never used this program before and I will not be using at all. I am not asking for a refund I simply just want to cancel.

  Business Response

  Date: 10/19/2022

  We have spoken with this member and regret she had a negative experience. She was attempting to cancel within the 3 day cool-off period, so we re-canceled to end today and refunded her initial charge.

   

  Sincerely,

  *****

  Sr. Member Support Specialist

  Weight Watchers

  Customer Answer

  Date: 10/20/2022

  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

  Date:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I joined WW last December. I had been a previous member dating from 2016. We just discovered they were still billing us AND billing for 3 accounts. **************** said my old account was picked up and new account. I thought I had canceled 2 accounts last spring. On line. They wont even refund the money for third account. Their computer system must not come up telling you you already have account. At minimum want refund for third account. Again, I thought I had cancelled last spring. Will never use them again! Please help

  Business Response

  Date: 12/01/2022

  We have spoken with this member, explained why the system did not catch the duplicate account and issued a refund.

   

  Sincerely,

  *****

  Sr. Member Support Specialist

  Weight Watchers

  Customer Answer

  Date: 12/06/2022

  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

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined WW and according to their website, you can cancel at anytime. No where in the signup does it indicate that you will be forced to continue to pay the monthly fee if you do cancel. It doesnt say so when you try to cancel either, they just keep charging you. I tried to cancel online and it would not work. This was several months ago. I contacted customer service to cancel immediately and stop charging my credit card but they have told me that it is impossible for them to cancel the membership early and impossible to stop charging my card until 2023. This is an absolute scam!! I am asking for a refund of at least 4 months that my credit card has been charged. I spoke with a very rude and condescending person when I called Weight Watchers who refused to stop the charges. He refused to let me speak to a manager and finally said he would have one call me back but this never happened. What an absolute scam!! On top of that the customer service I received was rude and condescending and refused to put me through to someone who can help me have this charge stopped. If youre going to treat your customers this way you need to put that information on the front page where it can be clearly understood, not buried in pages and pages of text that is not easy to understand and is split up under multiple links. Absolute terrible business practice and absolutely ridiculous to claim that their system is incapable of canceling a re-occurring charge to my credit card. If youre not authorized to charge my credit card then isnt it illegal to continue charging my card? I filed a complaint earlier with the BBB but received a message that since it wasnt local they couldnt do anything. I want this to be completely cancelled with no more charges. The horrible WW customer service rep said it would cancel in January but it was not possible to stop the charges even when I asked to pay a penalty if need be. This was 6 months ago.

  Business Response

  Date: 10/19/2022

  We regret this member had such a negative experience. We have reached out to her, explained and resolved her concerns.

   

  Sincerely,

  *****

  Sr. Member Support Specialist

  Weight Watchers

• Initial Complaint

  Date:10/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a digital subscription. I canceled my account. But they didnt have record and since it was 18 months ago my records are unavailable. This is an interactive service. I received zero notifications for over one year. I changed my cc and address and was continuously billed. Billing showed under utilities which is not the type of service. so it was not on my year end statement as something for me to see.

  Business Response

  Date: 10/17/2022

  We left a voicemail for this member and sent her an email asking her to please call our Corporate Affairs Resolution team. We hope to hear from her soon.

   

  Sincerely,

  *****

  Sr. Member Spport Specialist

  Weight Watchers