Complaints

• Initial Complaint

  05/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A few months ago I signed up for the knot subscription. Upon sign up, I was promised numerous leads and bookings. I was never told I would be locked into a 12 month contract. I contacted my account manager who sent me  an email on one address saying she just needed a written letter explaining why I needed to cancel then another email came through on my business email saying my services could not be cancelled. Why the flip flop? I have all the emails to prove this. My company was sold and my husband was deployed. After letting my account manager ****** know that in one email she only needed a written explanation and in another email she was stating something completely different she since then has ignored my emails. I have never done business this way. You cannot call the company and you are constantly told to email customer support. They never get back to you either. I have no signed contract. I'm confused on how a business can lock people into a contract without their signature. The Knot is a scam that takes advantage of vendors. How is it ethical to lock someone into a contract when they no longer own the business? SHUT THEM DOWN! Its a fraud!!

  Business response

  05/19/2022

  Thank you for bringing this to our attention. One of our team members has reached out and worked directly with this customer to resolve their concerns. Thank you and have a great day!

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I agreed to advertise through their website under false pretense and i believe they HARSHLY oversell their ability to help small business advertise. I cannot afford to pay the fee to advertise on their site to get leads that do not pertain to my business/services. they do not want to let me out of my agreement even though their sales reps have unfairly oversold their product.

  Business response

  05/12/2022

  Thank you for bringing this to our attention. One of our team members has reached out and worked directly with this customer to resolve their concerns. Thank you and have a great day!
  
  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Monday, April 18th I participated in a sales call from The knot wedding wire. During this hour long call the sales rep discussed how their business could possibly help mine grow. I was offered a 20% discount from the original price to sign up while on the phone. The price came out to $336/month. I stated that was too expensive and after some back and forth the rep offered a 50% discount at $185/month. This discount was only if I went forward with their company on the sales call. I specifically asked could I take the day to think about it and was told the price would go back up to the original price if I got off the phone without buying in. I let the sales rep convince me based on the price point which was a mistake. I feel I was forced into taking the deal without thoroughly evaluating how this would affect me and my business. Not even a full hour after I paid the $185 I changed my mind because I was now off the phone with an aggressive sales rep and had time to think clearly . I reached back out immediately and notified her that I was not prepared to take on this partnership and would like to cancel. After back and forth the whole day of her trying to further convince me she stated that she would take care of my account and I wouldn't have to do anything else. The next day I checked in to be sure everything was canceled and she started trying to sell to me again and then further stated I could not cancel I have to stay with them for 12months because I signed the contract. I reached out in multiple ways expressing that my decision on the sales call was forced and I felt overwhelmed by everything. Each person I talked to from their company offered no reasonable options for me. They just keep stating I signed a 12 month contract that at the time I signed up, I was not thinking clearly about. I did not evaluate the partnership thoroughly, the contract, or how I would make the partnership work. I have not used any of their services at all. I want to cancel.******

  Business response

  04/27/2022

  Thank you for bringing this to our attention. One of our team members has reached out and worked directly with this customer to resolve their concerns. Thank you and have a great day!

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had signed up for a featured sopt in weddingpros WeddingWire within days my husband died. Funeral expenses were very high. I called, explained I had to cancel, they refused. After multiple attempts they finally said they would place my business in a lower category for $180 I agreed I received no paperwork. On the iriginal contract they claimed they did a verbal agreement when I said I never signed anything. This time I believed it would be the same Well here I am 4 months in and they continue to charge me $300 every month. I called. Agent said I never signed anything and without physical proof they will not refund. Of course I do not have proof. It was done by verbal agreement, as was the original contract. I want to be removed immediately from any contractual agreement as they have broken their word. I am not in any kind if financial position to have incurred these charges. If I do not get resolution I will have to proceed with legal action. I hope you can help me. When Covid happened my husband had to go to hospital. I lost 199% of my income. They are doing this to someone that has been through enough

  Business response

  04/15/2022

  Thank you for reaching out. This customer signed up for a 1 year subscription on 12/17/21 and is eligible to cancel their subscription on 12/16/22. One of our account managers has addressed these concerns and worked with the customer to reduce their level of advertising to assist with the financial hardship. Additionally, our billing department worked directly with this customer on a special payment arrangement on 2/18/22 when they fell behind on their monthly payment. If the customer or BBB requires any additional information regarding this contract, we are more than happy to provide it. Thank you and have a great day!

  
  

  Customer response

  04/16/2022

  [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: It is not accurate. I was told I could not change or cancel my agreement. it was 2 months before they agreed to lower the monthly term to a lower ad point. I agreed but they said they never got agreement and continued to bill me the full $300 a month. I had explained my husband had just passed away and his funeral expenses took the ad money I planned to use. They did not care. additionally they consider  the contract binding by just saying I wanted to place ad, there was no signed contract what so ever.
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business response

  04/25/2022

  Thank you. We have updated our response to provide further clarification:

  This customer signed up for a 1 year subscription on 12/17/21 and is eligible to cancel their subscription on 12/16/22. 

  The customer first reached out via phone and email on 12/23/21 requesting to cancel her subscription.  The customer reached out again on 12/28/21 to cancel subscription citing a cancelled booking on her end and was reminded again about the 1 year term from her account manager. The customer reached out again on 1/10/22 requested to cancel and cited financial hardship from husbands passing. On 1/19/22, we granted an exception to offer a reduction in level of advertising via email to assist with the financial hardship however did not receive a reply from the customer to move forward, and therefore did not process the reduction. (See attached screenshot)

  Additionally, our billing department worked directly with this customer on a special payment arrangement on 2/18/22 to reduce the owed amount. 

  On 3/29/22 the customer reached back out to her account manager citing she was overcharged. The account manager referenced the previous offer to downgrade the package and reduce the spend and again requested confirmation. The customer confirmed and the account manager processed the downgrade effective on next bill date 4/17/22 to reduce the package/spend for the remainder of the contract.

  If the customer or BBB requires any additional information regarding this contract, we are more than happy to provide it. Thank you and have a great day!

• Initial Complaint

  03/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for The Knot and Wedding Wire through Wedding Pro in October 2021. I used the platform for many months until my career path changed unexpectedly in March 2022. I reached out to cancel my membership since I will not be able to take ANY more brides AT ALL for the rest of my contract. I was informed that I either have to buy out the rest of my 12 month contract or continue making monthly payments even though I physically cant take anymore brides. I understand they are trying to retain active vendors for a full wedding cycle, but I literally CAN'T TAKE ANY MORE BRIDAL BEAUTY CLIENTS EVER. I've even given the brides I've already booked away to fellow artists. It's ridiculous there is no clause for those who are leaving the beauty industry all together. I am no longer paying for my membership regardless because this is unacceptable.

  Business response

  04/15/2022

  Thank you for bringing this to our attention. One of our team members has reached out and worked directly with this customer to resolve their concerns. Thank you and have a great day!

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation for us and some family members (Itinerary Number: ********) thru their website and have contacted them by email Reservations@hotelblocks.theknot.com numerous times as well as requested a call back to ************ but to no avail. We booked 3 rooms and I only need 2 rooms. The website only gives you the option to cancel the whole reservation or add rooms. I have also requested a chat request but no one is ever available. The reservations are in July. I cancelled the one room with the hotel itself (********* ***, St. Charles IL and I have a confirmation of the cancellation thru them however the KNOT's website still shows us booked for 3 rooms and they have all my Credit Card information. Horrible customer service to not even have the capability to call me back after countless times of trying to contact them! Other confirmation # info is: **********

  Customer response

  03/30/2022

  ---------- Forwarded message ---------
  From: ***************************** <*****************>
  Date: Wed, Mar 30, 2022 at 8:28 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: <drteam@mybbb.org>
  

  
  

  Hi, in reference to this complaint, (#******** was the complaint #), I can advise that I was finally contacted by someone at the business by email a few days ago and they advised I would not be charged for the extra room and that they have no way to update the information on their website to reflect the change but assured me I would only be charged for 2 rooms.  

  Thank you, 

   ***** *********

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Christopher M*** (Manager) called me to talk about their ad services. He said they have a one-time discount. He asked me how much the service should cost, I said a number on the top of my head (not understanding why he was asking me, since most companies provide a fixed number for their services. He put me on a brief hold, came back with a number of $231/mo. I didn’t want to miss the opportunity and felt pressured to sign up. I felt manipulated into my decision. What's worse, I didn't realize the terms, what I'd be getting/how long I'd be signed up. He said there is a contract that I'd need to sign to get their services. He didn't explain any of the terms of the contract. He said that they would start the services once I signed. I didn't realize it was for 12/mo. or that it could not be canceled anytime. I listened to him & signed. A week later I met someone who used their services and was very disappointed about their company. He mentioned what he paid and it was almost half of what I paid $160. I called to close my account. Talked to Chris. I asked to cancel my account. It hasn’t been a month, only a few weeks and what could they do to help me. He explained I would have to close my company down and to prove I don’t have a company website. I didn’t realize I would have to close my company down to close my account with them. They never explained to me it would only be based on their terms. I also spoke to Catherine (manager) & told her that the same situation as I did Chris and felt pressured to accept their “deep” discount. I asked her to Take my info off their site. She said "no, it’s on the contract to have my Ad up for 12mo". I asked for an effort for my situation as I don’t want their services and was told "no exceptions". I attempted numerous times on these dates with zero response: 3/23 - 3/25. Seeking your assistance because the company is refusing to close my account, I'd like it closed before they charge my account again, as I feel manipulated.

  Business response

  03/31/2022

  Thank you for bringing this to our attention. One of our team members has reached out and worked directly with this customer to resolve their concerns. Thank you and have a great day!

  Customer response

  04/01/2022

  [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,
  
  *** *****
  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Knot worldwide has a website called the weeding wire. We used this website to hire one of their vendors for a weeding that happened on December 18 2021. The vendor we hired showed 5 stars on the weeding wire website and all the reviews were great therefore we were confident that we were making a good choice.The weeding was a total nightmare everything that could go wrong went wrong my daughter was devastated and we lost a lot of money!We decide to leave a review of our experience in the weeding wire but it was impossible they deleted every negative review we left for this vendor. several people left reviews and the weeding wire removed it.They asked us to edit the reviews at first but then they did not approve it an deleted the reviews any ways We are very concern since we noticed that all the vendors have only good reviews and it is all because the weeding wire has total control of the reviews preventing the public to see the truth about their vendors.I want for the weeding wire be transparent and show the negative reviews as well so the public can make a fair choice without been misleading by the positive reviews only.Thank you

  Business response

  03/28/2022

  Thank you for bringing this to our attention. Our reviews team worked directly with this reviewer and requested twice for them to make specific edits to adhere to our review policy. Here is a copy of review policy for reference: ******************************************************************************************************
  The violations to our policy included accusations, and experiences that were not their own. The reviewer did one round of edits that did not address and fix the violations, and was unresponsive to our second request for edits.

  Also, a family member of this reviewer also left a review for the reference vendor which did adhere to our policy and therefore has remained on our site. For any other questions about reviews, feel free to reach back out directly to our reviews team: **************************************** Have a great day!
  

  
  

  Customer response

  03/29/2022

  [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: I initially made a review that was also deleted then I changed my review several times according to your request.

  Your company indicated that the review was not my personal experience which is incorrect it was my daughter's weeding we Hired Etica events and I was present and interacted with ***** Events owners.

  I went back and fort trying to explain that to your team but you will not allowed any negative feedback, that includes the true story of your vendors. 

  As an example you requested to delete that silverware and dishes were missing to serve the cake and asked me to submit proof that it was Etica's event responsibility ? That is why we hired them ....

  and that is just an example of the many instants that happened at the weeding!

  How is it possible for us not to share our experience after spending thousands of dollars with the vendor you advertise in your website and is showing a 5 start rating ?

  As far is my understanding my daughter ( *************** the review as well and was edited and still have Not being posted in your website, so far all you can see are just positive reviews for this vendor.

   Your website is misleading the public and that should not be allowed that is why I will follow through with this complaint.

  
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have told them several times to close my account and delete my information by California Law and they always get back to me saying that they don't delete accounts of the business is still active. My business is not active anymore and I want my name and information delete from their website.

  Business response

  03/25/2022

  Thank you for bringing this to our attention. One of our team members has reached out and worked directly with this customer to resolve their concerns. Thank you and have a great day!
  
  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a 12 month contract with The Knot- WeddingPro under maniac state. I am also dyslexic and didn't read the contract or give it consideration. WeddingPro is listed as a scam on internet. I am disabled and on limited income. 12 month contract with auto renews- would not let me cancel the auto renew. Would not let me cancel contract even if I provided a doctors note. Would not let me speak to Elizabeth M********'s Supervisor. Please help. Very frustrating!

  Business response

  03/21/2022

  Thank you for bringing this to our attention. One of our team members has reached out to work directly with this customer to resolve their concerns. Thank you and have a great day!

*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. ↩