Complaints

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:05/20/2025

  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 lost access to my business website account on ******************** when my email changed. I have contacted wix.com customer support for assistance daily for about a week without any response or assistance. Their chat bot does not even respond. In the meantime they are charging me for web hosting and account upgrades that I did not authorize. I have contacted my credit payer to help investigate and they have been unable to get in touch with anyone at wix.com for assistance either. In the meantime wix.com is sending me soliciting ads. I would like wix.com to allow me to access my website and account and like a refund/adjustment for items I did not purchase

  Business Response

  Date: 05/30/2025

  Hello and thanks for bringing this to our attention. We can see that our team has been in touch via ticket *********** with the steps required to regain access to your account. 
  If you have any questions, please respond directly to this ticket thread.

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  Your services are fantastic! I remember learning about the BBB from my parents when I was a child and am glad to know you're still around. I appreciate all the help you've provided so I could resolve my problem. As a current business school student, I was wondering if you had any internships. I'd be happy to work for you. :) Thank you again. :)

  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:05/16/2025

  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 have a website through Wix. (I am not positive that this is the correct Wix site). They have been charging me money monthly while withholding income that I earn. They said it is due to needing me to prove that I am who I say I am. I did this by sending several copies of my photo id. It is not enough. They keep sending further requests for additional pictures of my id to be sent. Nothing works. In the meantime, they are charging me money while not paying me. I have spoken to several customer service reps- **** of which can help me. I am not willing to pay money for a site that has ceased to function in it's capacity to get me the money that I earn. I am putting the amount that I am disputing as 100. because it is forcing me to put in an amount. But I am being charged for a service that does not work. I would like a refund on payments made, and I would like to get the money that I have earned. It is likely Over 100, but I put in a number to satisfy the page.

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  They have finally resolved their issue and I am able to be paid again 
  
  Sincerely,
  
  ***** ********* ****
  
  
   
  
  

• Initial Complaint

  Date:05/14/2025

  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.

  Wix overcharged me and I'm seeking a refund for $368 charged to my account on March 21, invoice number, ***********. The charge was an automatic enrollment fee for a Premium Core subscription that I didn't want or need. I did a charge back with my bank and during that time was able to get some help from a Wix *** get onto the correct subscription level for my domain needs and helped me to move onto a Premium Light account. That invoice that I also paid was ********** for $228. The charge back that was done on March 21 and the $368 was returned to Wix from my bank. I am requesting $368 refund since I paid Wix alreay the $228 and I have no need for another subscription, domain or account. I spoke to 2 live agents who told me they would be sending this issue to their dispute resolution team and would request escalated resolution. I have not heard from anyone since that time. I am requested $368 of my money be returned/refunded to me.

  Business Response

  Date: 05/30/2025

  Hello and thanks for reaching out. 
  We have followed up on this case, and we are happy to note that our colleagues were able to assist you regarding your refund request via ticket *********** 

  Customer Answer

  Date: 06/08/2025

  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:05/08/2025

  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.

  Wixpayments is withholding almost $13K from me with no explanation only that my account needs to be "verified". Verification documents were submitted when the account was opened and more documents on the 2nd and 3rd times we were contacted but they just keep asking for more completely unrelated documents for verification. Multiple times contacting them through support and customer service only to be told they can't do anything and their compliance department has to handle the issue. When asked for their contact info, they won't give me any information other than general contact email address where I either get no response or more delays and meaningless run around. My small business has suffered immensely because of this in lost revenue, inability to pay suppliers, inability to place new orders, credit card late payment interest rates, not to mention credibility and reputational loss from both customers and suppliers and we are now insolvent and facing legal threats because we cannot pay suppliers.

  Business Response

  Date: 05/23/2025

  Hello and thanks for reaching out about this. Please provide us with your Wix account name, your site domain and your support ticket number. 
  With this information, we will be happy to chase up this ongoing Wix Payments case for you. 

• Initial Complaint

  Date:05/07/2025

  Type:Customer Service 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 have been trying unsuccessfully to transfer my domain (********************) away from Wix to another hosting provider due to limited user friendly Wordpress sites, lack of Elementor and poor Wix customer service and policies. I have been told at least 4 times that my case/situation would be escalated and most recently with high priority and I have yet to be contacted. Not being able to access my domain and use it for my business is costing me money, causing me stress and angst. It should not be this hard to release the block/suspension of my domain. I have patiently waited for more than 60 days and at this point the whole situation and how its being handled is beyond ridiculous. All I want is my domain name released and the *** code to transfer!!

  Business Response

  Date: 05/23/2025

  Hello and thanks for getting in touch. If you'd like to share your ticket number with us, we can chase up this ongoing case for you. 

  Customer Answer

  Date: 05/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and at this point its irrelevant. This message from the business is too late and I have already resolved the matter on my own. 
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/26/2025

  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 had a website a few years ago with Wix. Ive since canceled my account and no longer use their services. membership. My name is ***** ******, and it appears someone, not me, had created a personal website ***************, and Wix incorrectly pulled the $432 yearly membership from my profile and bank account information. I have no association with ***************, it is not my website. When I called Wix to try and clear up the situation and have the charge reversed, they said they have no record of it on my account which is because I did not sign up for any website. But the money was still taken from my bank account and I have the bank statements to prove it. No one is able to help because they say they are unable to find anything in their system for my website or find my charge, because its not my website and I have no access to it, the only connection is it has my name. It is someone elses website, that they incorrectly charged me for, and I would like a full refund.

  Business Response

  Date: 05/08/2025

  Hello and thanks for reaching out. 
  We see that you are in touch with our colleagues via ticket **********. In order to proceed with assisting you with this recent charge, our colleagues previously requested some additional information regarding the charge. 
  Please follow up with the team directly with the requested information. If you cannot provide any of the requested info, please communicate this to the team.

• Initial Complaint

  Date:04/23/2025

  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.

  WIX charge us $185.00 for a processing fee. We are a non-profit food ministry and we receive a donation of $5,000.00 to assist us serve the community. It is very hard to receive donations now a days. We need every ***** we can get. Charging $185.00 for 1 transaction is not right my any means. They were not able to provide any documents stating that we agreed to these charges and refuses to refund the money. We understand there is a processing fee when we receive a donation online. But, $185.00 is too much. They are not able to provide any documentation showing we agreed to these charges. Please help, we really need our money back. We are a struggling food Ministry.

  Business Response

  Date: 05/08/2025

  Hello and thanks for reaching out. We see that you have already spoken with our colleagues regarding this matter via ticket ********** 
  As clarified by our colleagues, these processing fees are outlined in the previously agreed upon Wix Payments terms of service >> ********************************************************
  Unfortunately, there is nothing further, our colleagues can do regarding this matter. 

• Initial Complaint

  Date:04/22/2025

  Type:Product 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.

  Wix is holding our payout of $13,000+ and refuses to give any information or updates regarding the situation and when our funds will be released. The process says it takes less than 7 days but this has been ongoing for multiple weeks now with no resolution or helpful communication from the Wix Payments team or their Compliance team.

  Business Response

  Date: 05/02/2025

  Hello and thanks for reaching out. We have followed up on this case and can see that the matter is currently being handled by our Payments team via ticket *********** 
  Please await further updates from our colleagues via your existing ticket thread, the team will be in touch shortly. 

• Initial Complaint

  Date:04/16/2025

  Type:Sales and Advertising 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.

  -Date of transaction: charged on March 25, 2025 -Amount of money paid to business: $607.09 -Business committed to provide: Premium plan service updated, uninterrupted. But I dont understand what new additions they are adding to justify the cost? Seems like the same plan and they didn't explain anything and just auto-renewed at a huge price hike. -Nature of dispute: Full refund, remove my card information from their website (this is not an option), cancel plan (this is not an option just auto renews). Additional Info: The subscription was auto-renewed with a price hike from $378.86 to $627.09 USD. There was lack of notification. I found out because of my credit card statement and had to search in my inbox for the email as it did not come in my main inbox. I contacted Wix and the customer *** and explained the situation to her. She said she couldnt help me and said she would escalate the issue to another team. When I asked what the timeline would look like, I got no answer. They said if I had contacted them up to 2 weeks after the renewal date, they could refund but because its 3 weeks, they said they couldnt. I told them Id rather pay for that month and cancel everything and get my refund but they said they couldnt do that. At this point, I want a free refund and to create awareness. This is extremely unethical and sneaky business practice. I dont even know how to cancel my current plan since they already took the money and refuse to refund me. Again, I also dont know what these new updates to the plans are and if they justify the cost. This was not explained to me.

  Business Response

  Date: 05/02/2025

  Hello and thanks for reaching out. We see that you are currently in contact with our billing team via ticket ********** regarding this matter. 
  In order to proceed, please see our colleague ******** most recent email and provided the requested documentation. Thank you. 

• Initial Complaint

  Date:04/07/2025

  Type:Product 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.

  We are a 501 (c) 3 charity. We built a website with WIX and then found out afterward that the renewal cost would far exceed our donation income. We asked for a refund of the Premium plan. I as treasurer, talked with a female in some foreign country on the WIX customer support line. She said no problem, but it would take more than 20 days. Today I looked on the WIX site and it said a refund request had to happen in 14 days. I sent in a refund request today and it was denied today. We need this money to continue our charity work. We support off leash dog parks.

  Business Response

  Date: 04/18/2025

  Hello. Please provide your Wix account name, your site domain and your previous ticket number, and we will be happy to follow up on this for you. 

  Customer Answer

  Date: 04/27/2025

  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:

  Our website is **********************  I was not given an numbers when I called into customer support.  The person I talked to spoke very poor english.  I had a hard time hearing her.

   

   

   

   

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

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

  Business Response

  Date: 05/15/2025

  Thank you for this information. We see that you initially purchased your 3-year plan as part of a 50% discount promotion.
  As such, when the plan would renew in 3 years time, you would have been charged again at full price, which was outlined in the terms and conditions of the promotion. 
  
  We also see that you filed a chargeback for your recent purchase on April 13th, which will require our billing team to investigate further.
  Due to this, you will need to follow up with our billing team regarding this matter at wix.com/contact.