Weight Watchers International
Reviews and Complaints

I'm a satisfied Weight Watchers Lifetime member. In the past few years, I've been using their eTools, in addition to attending meetings. And I've been perfectly happy with the website -- its functionality, usability, and technical integrity.

Until last week, I was always able to log into the site and use all of its features, with no problems. After my weekly meeting last Friday, I logged in and entered my morning points, then went to the Weight Tracker tool, and was able to enter my weight. However, when I tried to click the box indicating that I weighed in at a meeting, the box was inactive. And so was everything else. I had to click out of the Weight Tracker and try again.

I have not been able to access the Weight Tracker since. Sometimes I get a blank screen, sometimes a blue screen with two tabs at the top, and a "Measurements +/-" box. Nothing works. It's all frozen till I click out of the Weight Tracker and go back to the other site tools, which are all still working properly.

I sent an email to Tech Support and got an automated reply with a tracking number. I also called the office, and the woman who answered the phone said she was able to log into my account and see the Weight Tracker. In a sweet voice, she told me -- at least 5 times -- that the problem is all mine, because she could see everything just fine.

I asked to be transferred to Tech Support, but they have no phone access apparently -- just email. She assured me that Tech Support would reply to my email within 24 hours. After almost 48 hours, I got an email telling me to clear my Internet cache. Well, that's the first thing I tried, even before sending an email to ask for help! So I sent an email back to explain that. And now what? Sit and wait some more, I guess.

The site administrator is adamant about not logging multiple complaints about the same issue. The instruction to send only one email per issue is unambiguous. But if they are always this slow and inefficient in responding, then it's no wonder people feel they must log multiple complaints.

This is not a major problem, mind you. But the longer they put me off and fail to resolve my issue, the bigger it seems. If this takes much longer to fix, or if it cannot be resolved at all, then this becomes a whole different type of complaint.

I joined weight watchers on line one day and the next day I decided I just didn't want to do it.
So I canceled.
It has been almost a week and they still haven't canceled me.
I paid 60 something for 3 months. With no join up fee.
If I canceled, they said I would have to pay 29.00 fee for joining and 17 something for the first month... so I would only get 17 something back for my refund.
So far nothing has been done, I have requested 3 times for them to cancel me.
I was not happy that I could not change my mind within 24 hours to get a refund.
So I have been waiting for them to cancel my membership. It's been a week now, and nothing.

I am not sure what they are waiting for.

I will never join that company again. It's just not right. They have your credit card number, so they are in control.

I signed up for the 3 month program on line. I really didn't like it. I GAINED weight! But that isn't my complaint. I "got what I paid for". but then Weight Watchers charged me to renew when I didn't ask for it. Yes, I know it was in small print when I signed up, but they gave no option to sign up WITHOUT the automatic renewal. So it's like I'm forced to get nothing at all or the 3 months with auto renewal. When I noticed the renewal charge on my bank statement, I called immediately. It was really difficult to find a number or email to contact them. They all centered on how to SIGN up but not on billing disputes. Anyway, when I called, they refused to give my money back. I can't believe it. even sleazy companies would reimburse for these auto renewal "scams" but WW would NOT!

Weight Watchers in Canada is introducing new pricing which means that Lifetime members are losing previous benefits. WW is not honouring the original benefits that Lifetime members were promised. Perhaps there is a case for a class action. Now WW's most economic pricing means that EVERY meeting must be paid for. Formerly, Lifetime members did not pay for missed meetings. Also, the "attend three weeks and get the 4th free" option is discontinued. AND--there is no longer a senior or student rate. When you do the math on this--it is a huge increase.
I suggest that all WW members contact WW and express their concern.
In the meantime, I have decided to boycott all WW products--both at the meetings and at the store.

I fathfully have been paying my $17 a month to use the Weight Watchers ap on my iPhone since September 2008. Following what I know about the program I've lost 55 pounds and have never felt better. The last couple of days have been a nightmare as far as access. I cann't login to the ap. I've deleted it and reinstalled it. I've gone as far as wiping my iPhone just to reinstall it to no success. I cannot even login to the website from my laptop. When I called the customer service phone number they actually blamed it on my ISP. Ok then why did the problems happen while in Durham, 110 miles away? ISP issues there? Dunn, NC 78 miles away. ISP issues there too?

I would hate to have to cancel my service but I don't plan on giving Weight Watchers $17 a month of my money and get nothing in return.

Watch out, WW has just changed their cancellation policy for the monthly pass and you might end up like me losing 6 weeks worth of fees. No luck with emails, just terse referrals to the policy on the website.

I have been out on leave for surgery for an extended time and my husband was out of the country. My husband discovered when he returned that Weight Watchers was taking out money for 5 months time for the WW Online E-tools. This was a free service because WW says that as long as you have at least 20 people in your At Work program, you get free online E-tools. Meanwhile, they have been taking it out ever since. Their policy is that you must enter a voucher into the system (which I did) and they continued to take it out.

Trying to reach them online was useless because they did not answer the question, they just sent me the refund policy, but when I replied I had done that, I got a different person who thought I wanted to enter my voucher and so he sent the link to instructions on how to enter the voucher. When I replied back to him, I got yet another person, thinking I wanted something else, etc., etc.

My bank entered the claim, but denied the claim, saying WW denied the claim, saying they had a refund policy.

Weight Watchers has a very bad reputation and they are SUPER STRUDE. Whatever you do DO NOT EVER GET ETOOLS. They will NEVER refund a dime - even though they can see they are wrong!

The website monthly pass cancellation feature is worthless. I absolutely could not access a way to cancel my membership online even though this option is frequently mentioned as being an easy task.

The phone number is not alisted on my membership card or on a promotional pamphlet I recently recieved. I ended up going outside the weight watchers website to another just to get the phone number.

Members can only cancel by written mail, by email, or by telephone. I wanted to cancel today and obtain a written record of my cancelleation request, date, time, etc. but could not get one. I finally resorted to telephoning customer services. When I politely told the representative how long I had been trying she ignored my comment and only offered to process the phone request.
Altlhough she said she was unable to email a confirmation to me, nor, could she offer a transaction number of my cancellation she assured me the membership was cancelled. She, however, added that if I did encounter problems that I could use her name for a follow up inquiry.

If prospective Weight Watchers customers had this much trouble getting a phone number or joining the company would go bankrupt. My final impression is that Weight Watchers only really wants more paying members and to sell their products.

Signed dissatisfied Midwest customer

Signed up for the 3 month trial. I did remember to cancel after the trial was over in October of 08., unfortunately I didn't follow-up when I didn't receive a confirmation, instead assuming they would cancel as I asked them to. It's now June of 09 and I'm still being charged. They claim they searched their database and can't find the cancellation notification. When asked why they can't verify that the account wasn't used because I canceled it, they claim they can't research their database for that purpose. Appearently they can onloy use the database when it suits them. They claim to not have a phone# so I can actually speak to a person about it. I find that to be very poor customer service.

BBB now has a formal complaint from me. Hopefully that will help.

I joined weightwatchers.com for a three month trial period. At no time did I have to authorize any additional payments, however I now received my credit card statement and they timed it so that two months of additional fees had already been charged to my account. It is not possible to speak to a live person and the online response says you had to read allll the way down to the bottom and cancel if you didn't want to continue. Shouldn't you have to authorize additonal charges rather than authorize a cancellation? I encourage anyone with similiar problems to contact the Better Business Bureau as they have already given weightwatchers.com an unsatisfactory record: http://search.newyork.bbb.org/reports.aspx?pid=44&page=1&id=21583

Has anyone been successful fighting the unauthorized charges?

Very disappointed in WI

My husband and I are both monthly members and have been for approx a year. He has decided to do the program on his own. He cancelled his membership in late February, 2009. Our bank account to date has been debited $39.95 each month since. I have e-mailed WW trying to get a refund for the amount that has been debited since our cancellation and it has been a complete nightmare. No one will call back, they don't list any customer service number, and the on line representatives don't know what their talking about and contradict everything the website says. It was extremely easy to join and they took our credit card with no problems or hassle but it has been a horrible experience trying to get the refund we are entitled to. I wish I could get someone to call me back.

The most shocking thing happen to me when I went into Weight watchers in Hesperia CA, seeking employment with the company. When I ask were they hiring, the lady looked me up and down before she answered and she reply to me no. She then went on to say that I would have to pay and go through their weight loss program and become a succes story before I would even be considerd to work there because of my weight. I was so shock that she said that. Here is a company that I have been familuar with since I was child, I could not beleive what she was saying to me.

Renata
[protected]@aol.com

January of this year I signed up for a 17 week weight watchers program with my job. I only attended two meetings and then I left my job. The total cost of the 17 week program was $186.00 I wrote three checks for $62.00 for myself and three checks for the same amount for my aunt. I requested a refund saying I no longer worked there I was told I could get $133.00 back and this was minus a processing fee. I got a check from weight watchers in the mail for $91.00.

I was told by the meeting instructor that my aunt needed to email her so she could also get a refund, because my aunt only attending a few meetings also. The very same day my aunt emailed the instructor and told her she would like a refund. The instructors emailed me and my aunt saying that my aunt wasn't eligible for a refund because she hadn't left the job and there was only a few other reason why they would give a refund,

My problem is they deposited all three of the checks I wrote for my aunt and the last one was bounced. My bank charged me $18.00, then they turned around and a week later they deposited the check again (On my Payday!) They took out the $62.00 plus a $30.00 returned check fee. They took $92.00 out of my account for a program that neither me nor my Aunt has a attended in weeks. I don't remember them telling me about a no refund policy if you quit or them giving me a paper with that policy on it because If I had known I would have never signed up.

When I do the math I figure Weight Watchers took $402.00 from me and only refunded me $91.00. That's two memberships fees of $186.00 = $372.00 + $30 returned check fee = $402.00 and if I subtract the $91.00 they refunded that leaves $311.00. To me that is a whole lot of money for a program I didn't even attend half of, or my aunt. I'm very disappointed in Weight Watchers and I have joined several times and never had this problem, I will never ever join their program again and I plan on complaining on every website I can, and tell everyone I know about this because it's just not fair for them to not refund a consumer for a program they are no longer attending.

Very Very Upset Consumer!
Ambra

I signed up for the free trial on e-mail and for 3 months. I never completed the form and have not heard anything from the company. IMy credit card was charged for $65.00 on 2-02-09. I want my credit card charge reversed immediately.

Margaret M Miller
2600 Coronado Drive
Fullerton, CA 92835

I am a online user experience expert reviewing weightwatchers.com for an upcoming blog article. I signed up for the free 7 day trial to conduct the review.

I clicked the free trial button and was redirected to a sign up page. I didn't see anything about a free trial so I went back to the previous page and clicked the free trial button again. The website landed me back on the same sign up page.

So I assumed I was signing up for the free trial and continued through the flow. When I came to the credit card entry form I assumed my card would be charged at the end of the seven day trial or at the least the funds be refunded when I canceled.

After I completed a my usability review of the website I clicked on the cancel account link. I also sent a cancellation email to the customer service department.

An agent named 'kelle' with weight watchers online accounting department responded to let me know that my credit card was charged $65.00 and that I would only be receiving an $18.10 refund. So my two-hour 'free trial' actually cost $46.90.

The agent was not at all concerned when I told her that I clicked on the free trial link and canceled after only 2 hours. Instead of addressing a significant error in the user interface, she referred me to the 10 page legal agreement I was supposed to read during sign up.

After a bit more research I learned that weight watchers online has an unsatisfactory record with the bbb of new york and has had 43 complaints in the last 12 months! I also found many more users complaining about this very same issue in various forums.

Weight watchers online baited me with a free trial offer on their website. I signed up under this pretense. The fact that they immediately invoked the legal agreement without addressing an obvious problem on the website leads me to conclude that this is a deliberate bait and switch technique employed by what I believed was a trustworthy brand.

In my opinion this despicable practice constitutes blatant online fraud. I will do everything in my power to make sure that weight watchers online is investigated by the new york attorney general's office.

I was doing a tech review of the new weightwatchers.com. I clicked on the FREE TRIAL button to sign up for free for seven days. The site redirected me to the first page of the sign up flow. I didn't see anything about a free trial. I clicked the back button and clicked the FREE TRIAL button once more and was once again redirected to the same sign up page.

At this point I assumed I was signing up for the free trial and contined through the flow. When I came to the credit card entry form I assumed my card would be charged at the end of the seven day trial or at the least the funds be refunded when I canceled.

BUT weightwatchers.com is REFUSING to honor the free trial and won't refund my $65.00.

Kelle, the customer service representative (via email only) was not at all concerned that the FREE TRIAL link landed me on the normal sign up page. She only responded by saying that I agreed to their five page legal agreement.

In my opinion, this is a deliberate BAIT AND SWITCH technique employed by what I believed was a trustworthy brand.

Ironically I am a user experience expert so this kind of thing really hits a nerve with me. This is a despicable business practice that should not be tolerated. I will be contacting the Better Business Bureau, the New York Attorney General's office and filing as many complaints as I can.

I started the new momentum program through weight watchers in December. I came down with the flu and missed one of my meetings. Though they do not provide you a missed weeks book my meeting leader allowed me to have that book as my mother and I are each others support. Tonight I went to a different leaders meeting - and what was suppose to be an exciting and celebrating moment for me turned into a reprimand and harassing situation. This leader snapped at me and said that “it was not company’s policy to provide me with a book for a meeting that I had missed” and that “In the future I will have to learn that they will not do that for me and I have no right to expect it to be done.” As I stood there dumbfounded- especially since I was excited that I had finally lost weight after struggling for 3 weeks I apologized and stated that I had inquired at one of the other meetings and was informed that it was okay. She replied again that “I was wrong for asking and that in the future they will not be doing that for me and that I should not have asked.” There was no congratulations on my weight loss only a 5 minute reprimanding conversation where I was left feeling very bitter towards weight watchers and I was treated with no respect or dignity. I’m paying consumer of the Weight Watchers program and was treated in a manner that no one deservers.

Subscribed to weight watchers online sept. 22, 2008 for their free 7-day trial because that was the only way to view their website. On sept. 29, 2008, I cancelled before midnight of the 7th day according to their terms for cancelling, yet they charged my credit card for $65 saying that their automatic billing date would have been the day before. Grrrr since that wouldn't have given me 7 days free, I don't see how they think they can get away with this. Help!

I cancelled my monthly pass as of 10/23/08 and I

received a cancellation notice on this website that it was cancelled, but I received a new pass yesterday extending me out to Dec 06, 2008. I don't want it on my credit card and I thought it was taken care of. My back is my trouble as I can't do too much excersise and this keeps me from losing weight. the back trouble started after I joined weight watchers. My pass no is M3223673. Please help me to get this cancelled again. The new pass comes from Cara Bishop, member services, weight watchers.address is weightwatchers, 300 Jerico Quarangle, suite 350, Jericho, NY 11753
Thsnk you, Barbara Swanson