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:04/05/2025

  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.

  The company Wix raised the renewal rate by 200 dollars ish ******* , allegedly sent some email that we never saw. the charge even was flagged as fraud by our credit card company, we immediately contacted them and they said since we didn't cancel 30 days ago they will charge us for the 3 years. I tried resolving it with them for about 20 min and they refused to do anything about it.

  Business Response

  Date: 04/18/2025

  Hello. We would recommend reaching out to our billing department directly for assistance with this matter. 
  You can get in touch at ***************. 

• Initial Complaint

  Date:04/04/2025

  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.

  I was charged $348 on April 3rd by WIX for an old website. Asked for a refund immediately after the charge on $348. WIX wants to 16 days just to review the request. I am requesting this refund IMMEDIATELY.

  Business Response

  Date: 04/18/2025

  Hello. Please provide us with your Wix account name, domain and ticket number, and we will be happy to look into this for you. 

• Initial Complaint

  Date:04/03/2025

  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.

  Charged me for a year 2 weeks before the due date and refused to refund.

  Business Response

  Date: 04/18/2025

  Hi *******. If you'd like to request a refund for one of your premium subscriptions, please contact our billing department at wix.com/contact. 
  If you have already done so, please provide your Wix account name, domain and ticket number. 

• Initial Complaint

  Date:04/02/2025

  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.

  Locked out of my account I have multiple websites with WIX. My nonprofit website is locked due to a bad email and I have an updated business cell number. So I can't 2 factor. It's been almost 10 days I have been trying to get in. I have filled out a recovery form. Been contacted via email 4x but apparently emailing them through the email I am paying them from has been wrong. They want a email from the email address that does not exist since it was with an old internet provider. I have uploaded a copy of my passport and verified the credit card I pay from. The chat bot is useless. I can't get a live chat unless I am log in. The last correspondence from a "support" every other sentence had!!!!! After it. I only used my old email as a log in name, I thought my business email I am paying for through wix was the email they would correspond through. Regardless, this has costed my non profit money. My website for a cat rescue is being held hostage. There is zero customer service numbers. A phone call could have settled this in 10 minutes. And any #s posted on other chat rooms like Reddit go no where. I want access to the website I am paying for or I want my account closed with no further payments deducted.

  Business Response

  Date: 04/08/2025

  Hi ******, thanks for reaching out. We are happy to note that our colleagues were able to grant you access t your account via ticket thread *********** 
  If you require any further assistance, please reach out. 

• Initial Complaint

  Date:04/01/2025

  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.

  Dear BBB,I am writing to file a complaint against Wix.com regarding an unauthorized automatic renewal and their rigid refund policy.I originally subscribed to an annual premium plan with Wix. This year, the plan auto-renewed for a second year without prior notice, and my card was charged automatically. Upon noticing the charge, I immediately canceled the subscription and requested a refund. Wix denied my request, citing their 14-day refund policyeven though the charge was not made manually, and the majority of the subscription remains unused.While I understand Wixs policy, I believe this situation warrants reconsideration. The renewal was processed through automated billing, and I did not receive a reminder or option to opt out before the charge occurred. A full or partial refund for unused time would be fair and reflect better customer care.I have reached out to ******************** directly, but they declined to offer any assistance. I respectfully request the BBBs help in resolving this issue and holding Wix accountable for more flexible and ethical billing practices.

  Business Response

  Date: 04/08/2025

  Hello ******* Thanks for reaching out. Unfortunately, as clarified by our colleagues, Wix plans are set to renew automatically at the end of the subscription period in order to ensure uninterrupted service.
  This is outlined in our terms of use, which were agreed upon at time of purchase. Unfortunately, as this renewal charge falls outside our refund policy, there is nothing further we can do regarding this matter. 

  Customer Answer

  Date: 04/15/2025

  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:

   Thank you for the response. However, Wixs reply does not fully address the core of my complaint.

  To clarify:

  I did not manually authorize a second-year renewal, nor did I receive any reminder, invoice, or opt-out notification prior to the charge being processed. The automatic renewal was not made with my explicit or current consent, and I did not knowingly enroll in an auto-renewal agreement at the time of initial purchase.

  I respectfully request that Wix provide a copy of my signed or acknowledged agreement specifically authorizing the renewal of this plan and the use of my payment information beyond the first year.

  According to FTC guidelines regarding negative option billing, a company must:
  Clearly disclose the automatic renewal terms at the time of purchase,
  Obtain affirmative consent to those terms,
  And provide clear notice before each charge is placed.
  

  None of these occurred in my case.

  Furthermore, since the majority of the subscription remains unused, and the charge was placed through an automated process without sufficient consumer disclosure or notification, I believe a full or partial refund is not only fair, but necessary under responsible business practice.

  I remain hopeful that the BBB will review this matter and encourage Wix to act in good faith and comply with ethical billing practices.

  Sincerely,
  
  ****** *
  
  
  
  
   
  

  Business Response

  Date: 05/08/2025

  Hello again. While we understand your concerns, our colleagues have thoroughly explained this matter previously with regard to the terms of use you agreed upon at the time of purchase. 
  There is nothing further we can do regarding this final decision from our colleagues. 

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service 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.

  My church owns a website through Wix.com. For some reason, we have more than one premium account. I contacted the company today because was charged twice in 2024 for a premium account and the company will not refund my money. We only have one premium account active. We only have one active website. I explained to the representative that we just noticed this error and they don't want to refund our money. The account is set for renewal in a few days.

  Business Response

  Date: 04/08/2025

  Hello and thanks for reaching out. 
  We see that you have already spoken with our colleagues regarding this matter via ticket ********** 
  Unfortunately, as our colleague has clarified, this charge falls outside our refund policy and as such we are limited in the further support we can provide. 
  We suggest following up with our colleagues directly at wix.com/contact to discuss the status of the matter further. 

• Initial Complaint

  Date:03/28/2025

  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.

  This business offers basic website hosting services including a free domain for 1 year priced at $19/mo. When you choose this option you have to pay for entire year at once ($19x12=$228) upfront in order to receive the services advertised. If you choose to pay monthly as it is advertised then the price is raised to $27/mo and you do not get the free domain for a year. That is an additional charge. It should not be advertised as $19/mo if I can not actually pay the $19 monthly as it is described.

  Business Response

  Date: 04/08/2025

  Hello and thanks for reaching out. 
  Please note that that our studio plan pricing page clearly states that the displayed prices are for yearly subscriptions, paid in full at the time of purchase.
  You can see this just below the section in your screenshot below the plan tier and pricing options >> *************************************************************

• Initial Complaint

  Date:03/27/2025

  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.

  Date of transaction:Original plan was set to auto-renew in early April 2025.Amount paid:Previous year was approximately $400 for a Wix Studio Premium plan.What the business committed to provide:Wix committed to providing tools for hosting, managing, and customizing a website under a Premium plan, with the ability to manage subscriptions (including downgrades and billing cycles) via the dashboard.Nature of the dispute:I attempted to downgrade my Premium subscription to a lower-tier plan with monthly billing before the renewal date. However, despite being the account holder, ******************** stated that because the site was transferred to me, I was not allowed to make any changes only cancel the subscription and purchase a new one. This is not clearly stated in their documentation and is a deceptive business practice. I am being forced into a full annual renewal without the option to downgrade or adjust billing, even though the service is barely being used.Whether the business tried to resolve it:After a frustrating and delayed live chat with multiple support agents, Wix refused to make the downgrade or billing adjustment. They suggested I cancel and repurchase the plan, which would interrupt the payment infrastructure and create additional complications for my business.Desired resolution:Downgrade the current plan to a lower-tier offering (such as Core or Light) and switch to monthly billing. I do not want to pay another $400 for a service I am not using fully. Alternatively, allow full management access to transferred subscriptions or clearly disclose these restrictions during site transfer.

  Business Response

  Date: 04/08/2025

  Hello and thanks for reaching out. Please provide us with your Wix account name and support ticket, and we will be happy to follow up on this for you. 

• Initial Complaint

  Date:03/26/2025

  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 has hosted my Business website for the past four years. I pay $45 / mo. for their services and have a premium account. On Feb. 24th, 2025, I was asked to provide documentation proving my business to be legitimate. I was asked to supply 1. a description of my business, 2. government-issued documents showing business registration, 3. proof of delivery of a product, and 4. government-issued ID of owner (me). I received their email request at 4:02 AM CST. I responded on Feb. 24th, 2025, at 10:18 AM CST. I replied with attachments. I sent my EIN letter from the ***, my license from the state where I reside, a screenshot of an order confirmation, several pictures that I physically took of my products, a picture of my state driver's license, as well as an email confirmation of an event I was registered for just to show how and where I sell my products other than my website. At the time they were holding approx. $350 from me purchasing my own products in order to have them on hand at my pop-up event. Now they are holing $707 of my money which includes all the money from my sales from the event. I am scheduled for another event April 9 and am concerned at this point why they have not resolved the issue from their side. In addition to this there have been numerous back and forth with them. They claimed to not have received my information which I ended up resubmitting multiple times. I have asked for status updates several time and getting the same response "Thank you for once again for using Wix.com to run your online business and for your continued patience. My name is ***** and Im with the Payments by Wix team. I want to update you on the status of your case. As of now, we regret to inform you that we do not have a final update to share. The review process is ongoing, and while we understand your eagerness to have this matter resolved, it may take a bit more time."Please help.

  Business Response

  Date: 04/08/2025

  Hello and thanks for reaching out. We have followed up on your ticket (no. *********) and our happy to report that your Wix Payments was verified and is now Active.
  You can continue to accept payments and receive payouts. We appreciate your patience during this entire process. 

• Initial Complaint

  Date:03/21/2025

  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 used Wix a year ago to get my product off the ground. I started building my website but never published it. What wix does is it takes the subscription payment out early to ensure that the website does not go inactive due to lack of payment. I never received an email stating they were doing so. I just received an email from ****** saying they were drafting a payment of $288 for wix. I immediately logged in to cancel the payment, however they do not allow you to do that. I contacted customer service and I was informed they dont allow refunds for renewal payments. They only allow refunds up to the first 14 days of service. I was told by the customer service *** that she would look into a one time curtesy refund for me and it would take up to 3 business days to get back to me, I never heard back from anyone. Meanwhile, my bank kicked back the payment and I had terminated my subscription with them. However, Wix pushed the payment through a second time and now my account is negative and Im being hit with overdraft fees. While Im typing out this complaint, my current subscription doesnt expire for another 6 days. Wix could have easily canceled the service without charging me, especially since I havent used one minute of the renewal subscription. It wouldnt have hurt them at all to help me, but it hurts me immensely because they didnt. Worst company ever.

  Business Response

  Date: 04/04/2025

  Hello and thank you for notifying us of this. Please provide us with your Wix account name, your site domain and your support ticket number, and we would be happy to follow up on this for you.