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:03/10/2025

  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.

  Wix has frozen our account and is withholding funds for no determinable reason. The reason they provided is that it was a "different transaction amount than usual", which is ridiculous because not every transaction amount is going to be the same. They are saying they can hold our funds for an indeterminate time and will not give us a real reason as to why this happened or why they cannot release the funds. Our business is at a standstill.

  Business Response

  Date: 03/20/2025

  Hello and thanks for getting in touch about this. We have followed up on this case and are happy to note that our payments team were able to resolve this for you via ticket ********** 
  Your Wix payments account is now verified, and you will continue to receive your payouts. 

• Initial Complaint

  Date:03/07/2025

  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.

  I purchased a Premium Plan from Wix under the impression that it would complete my website after payment, as advertised. However, after paying, all I received was a domain that wasnt even the correct name of my business. The platform did not complete my website as ************ make matters worse, customer service is nearly impossible to reach. Wix does not offer 24/7 human supportonly an AI chatbot that provides generic responses. When I tried to get assistance, AI informed me that I would have to wait 20 days to resolve my issue. This is completely unacceptable for a paid service.Wixs advertising is misleading, and their lack of accessible support makes it difficult for customers to get real help. I want my money back because this experience has been frustrating and a waste of time. If you are considering Wix for your business, be cautious about their claimswhat they promise and what they deliver are not the same.

  Business Response

  Date: 03/20/2025

  Hello and thanks for reaching out. 
  Please provide us with your Wix account name and domain, and we will be happy to look into this further for you. 
  Can you also confirm if you have submitted a support ticket regarding this matter with our customer care team at *****************************

• Initial Complaint

  Date:03/07/2025

  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.

  Premium plan was purchased by my marketing agency in 2021. Was sent an email that they couldnt auto renew so paid for the auto renewal. No where on there did it state their refund policy or give me an option to downgrade my plan. So I paid. A few months later, my needs changed so when I went back to Wix and asked for a partial refund for what I didnt use which was 2 years and 2 months of the plan, they said no sorry no refunds. Wish I had known because I dont believe in not telling clients up front especially when sending emails to renew with no other information. Terrible way to do business especially with clients that have been with your company for years. Wont be back and will let others know how this business is run.

  Business Response

  Date: 03/20/2025

  Hello and thanks for reaching out. 
  We see from your support ticket (no. *********) that the refund you have recently requested was for a renewal payment made in April 2024. 
  Unfortunately, as clarified by our billing department, our refund policy does not cover renewals of existing plans such as this, and we will be unable to assist further with this. 

  Customer Answer

  Date: 03/27/2025

  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:03/06/2025

  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.

  Wix has stolen over 500$ from my small business. Wix requires certain parameters to be met prior to launching a store that accepts orders. I uploaded my EIN, social security number, photos of my ID, and business license. They were all approved and thus my shop opened. They allowed my shop to accept payments after approving the status of my store and even allowed me to fulfill over 15 orders before I became aware of the fact that Wix was keeping my earning/refusing to pay me out. After weeks of communications with their AI chat bots via email (that are made to look human but are not) they have asked for over 10 other things from videos to images to receipts to shipping labels to client testimony and they are STILL refusing to release my money. I have given them every single thing theyve asked, and they have approved it all, and they are still refusing to pay me.

  Business Response

  Date: 03/20/2025

  Hello and thanks for reaching out about this. 
  We have followed up on this matter and can see that our colleagues have been in touch via ticket ********* 
  As confirmed by our colleagues, your pending payouts have been released as of March 12th. We appreciate your patience during this process. 

• Initial Complaint

  Date:03/01/2025

  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 am locked out of my WIX account. I have requested the reset email multiple times and I never get it. They have ZERO customer service. No phone number to call. Chat is only automated and does not help with this situation. They have an "account recovery" email that I've emailed 3 times with no response. They are charging my card every month with no way to get into the account to stop these charges. It's been 6 months and trying to do this.

  Business Response

  Date: 03/13/2025

  Hello *****. We see from your case (ticket no. *********) that our colleagues last reached out to you about this matter on March 10th, clarifying that if you no longer have access to your account email or a recovery number that you will need to file an account recovery form through the link they have provided. If you have already done so, please provide us with the address you have used to file this, and we can chase this up for you. 
  

  Customer Answer

  Date: 03/20/2025

  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:

  They will not send me a link. I've specifically requested that, and they refuse and send me the same directions over and over that don't work. Bottom line: You are charging my card every month and not granting me access to the account. I have had 4 charges since I was last able to get into the account. It is about to be a 5th in a few days. 

   

   

   

   

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

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

  Business Response

  Date: 04/04/2025

  Hello. We can see from your subsequent ticket (********) that your subscriptions have been cancelled, and you will no longer be charged for these services going forward. 

• Initial Complaint

  Date:02/28/2025

  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 the website builder sits on a business's credit card payments for a week before giving the funds to the customer. They overdraft credit and debit cards all the time to get their monthly payment but site on your hard earned dollars when they come in. *** their representative from Wix basically said Okay when I told him I would use alternative credit card processors if they didn't release my funds before a week hold. I am going to be look at other platforms going forward and I will not be using Wix payments going forward. Square, ******, and ****** ALL pay faster.

  Business Response

  Date: 03/13/2025

  Hello, we are sorry to hear this has been your experience. If you'd like to share your Wix account name and domain, we would be happy to follow up on this matter for you with our Wix Payments team. 
  We hope to hear from you soon. 

• Initial Complaint

  Date:02/28/2025

  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 signed up for Wix in January 2023 and paid $200 at that time. I did not opt for automatic renewal and never published any website through your platform. However, in February 2025, I was charged $380 without my consent, prior notice of a price increase, or updated terms. This appears to be an unfair business practice designed to use auto-renewal as a way to take money from customers without their explicit consent and I have not been using your service and do not require it, I kindly request a full refund of the $380 charged. Thank you for your prompt attention to this matter.

  Business Response

  Date: 03/13/2025

  Hello and thanks for reaching out. Please note that all of our premium subscriptions are set to renew automatically in order to provide uninterrupted service. 
  This is outlined in the terms of use agreed upon by you at the time of purchase. However, if you'd like to cancel this service and submit a refund request, you can do so by contacting our billing team at **************** 

• Initial Complaint

  Date:02/26/2025

  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.

  I just started a new business and went to ********************** *o build a website. Initially it said the website is free. A friend of mines that is good with computers was helping me. We were trying to build my website, then it said I needed $200 here and another $38. They said it was free but once we got further in, they put up all these firewalls and they were used to make you spend more money. We gave them $238 and after then we tried to upload pictures and it came again that we needed to spend more money. So I didn&#**;t touch the website. I want the refund of my $238 and I&#**;ll find somewhere else to build my website for my business.

  Business Response

  Date: 03/07/2025

  Hello and thanks for reaching out. While creating an account and initial site with Wix is completely free, access to advanced features would require upgrading to our premium subscription offerings. 
  If you'd like to request a refund for your subscription(s), please contact our billing team directly here >> *****************************************

• Initial Complaint

  Date:02/24/2025

  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 has closed my account and I have not provided me information where my site url has been transferred to. They have told me they can't locate it while I can clearly see all my correct information is located on this website ********************************** Registrar Info Name ******* ********* ****** ************* Referral URL ******************************* Status clientTransferProhibited ********************************************** clientUpdateProhibited ******************************************** Important Dates Expires On 2025-08-03 Registered On 2022-08-03 Updated On 2024-07-08

  Business Response

  Date: 03/07/2025

  Hello and thanks for reaching out. 
  Can you please provide the ticket number from when you spoke with our colleagues regarding this domain recovery request? 
  With this information, we would be happy to assist you further.  

• Initial Complaint

  Date:02/22/2025

  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.

  I own a small business, *******************. We are a fitness facility located in *******, ***We utilize Wix for our software system. We recently had a member, **** ****, purchase a gym membership (January *******), as well as a class package using his **************** credit card. After using his membership and classes for two weeks, we found out he put in two disputes on his **************** card against the membership and class package charges (February *****, 2025) stating "the services were not provided". On Wix, it said that we had received a chargeback from **************** and the money from our account was already taken out plus a fee.February 14, 2025: chargeback of $89 + $15 chargeback fee February 19, 2025: chargeback of $305.15 + $15 chargeback fee We were able to submit a chargeback dispute for both disputes. We included evidence of his purchases and evidence of his use of our facilities: invoices, class booking confirmation, screenshots of direct messages, screenshots of security footage, screenshots of social media video footage, our membership policy, and his membership profile showing his class use. Our membership policy clearly states that all sales are final and there will be no refunds for unused classes.On February 21, 2025 and February 22, 2025, we received notice that we lost our chargeback dispute against **************** despite providing all this evidence that **** **** had utilized our facilities. Our problem is not only with ****************, but with Wix. We had contacted them to help with a solution, but they had none. It's frustrating because how was it so easy for **************** to take money from our Wix account without even contacting us or confirming with us? What will happen if something else like this happens in the future? We are a small business and we trusted Wix to be our software system and they allowed this fraudulence to happen.

  Business Response

  Date: 03/07/2025

  Hello and thanks for reaching out about this matter. We understand your concerns and can see that you have been in communication with our colleagues via ticket ********** regarding this matter. 
  Please see the latest email from our colleague *****, in your ticket thread for more information regarding our role in chargeback dispute cases. If you have any further questions, please follow up with ***** directly, thank you.