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:11/15/2024

  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 paid for a Core plan (annual) that renews May 2025 ($204). I decided that at the time of my renewal, I would like to downgrade to the Lite plan because I will no longer need the features in the Core plan. When I completed the downgrade, their system said that my account will downgrade to Lite May 2025. When I refreshed my account, it had already downgraded my site. I lost all of the features of the Core plan. No refund. No credit. I chatted with two of their **** asking them to simply put me back on the Core plan until I renew (as their website said would happen). I was told they could not do that.The first representative was no help. He had no clue what he was talking about so I ended that chat and started a new one. The second one advised me to request a refund. I did as I was told and it was *********, I have paid for a Core plan and they have me on a Lite plan and refuse to refund/credit me or put me back on the Core plan as before.I currently have event registration running on my account in which I have ******** Ads promoting it. Because I'm on the Lite plan no one can sign up for my event unless I pay $87 to upgrade back to the Core plan.When I asked the representative, why do I need to pay again for the Core Plan when I've already paid for it, he had no answer. I want them to do ONE of the following:* Refund ALL of my money and I'll take my business elsewhere * Refund or credit the difference between the Core Plan and the Lite Plan

  Business Response

  Date: 11/27/2024

  Hello and thanks for reaching out about this. We are sorry to hear this has been your experience. 
  We see you have been in touch with our colleague, ******* via ticket *********, regarding this matter. 
  If you'd like to proceed with requesting a refund for your services, please continue to speak with her via your existing email thread, and she will be happy to assist you further with this. 
  

• Initial Complaint

  Date:11/06/2024

  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 on Thursday 10/31 for a renewal on a domain I purchased through Wix back in 2023. They allege it was an auto-renewal for a domain, which was never even activated. I never signed up for an auto-renewal and was never notified I would be charged $****** [double what I paid in 2023]. I immediately contacted their customer support for a refund. I was told they could not assist me and that I needed to fill out a Special Circumstances Form and submit it so they could "evaluate" whether I am entitled to my funds back. I received an email from Wix that weekend 11/3 that ****** had declined the payment and therefore funds should be back in my bank account. I contacted ****** today and they advised me they never denied payment to Wix. I contacted Wix again requesting the whereabouts of my ****** and I was told, again, that no one there could help me and that someone from the escalation would get back to me in 7-10 days. I find this to be totally unacceptable. I also just called their Corporate Headquarters as a last-ditch effort and was refused assistance as well. Someone has $****** of money- whether it be ****** or Wix- and I have no product, no domain and no money. I am not rich by any means. It is the holiday season and I feel like I am being robbed. Hoping you can assist me in recovering money that is rightfully mine.

  Business Response

  Date: 11/25/2024

  Hello and thanks for reaching out about this. 
  We see you have been in touch with our colleagues in the billing department via ticket *********** 
  Our colleagues have outlined the reasoning behind these charges and the effect of the chargeback you filed for these charges. 
  However, our colleagues are awaiting a response from you regarding your refund request, as they require your ****** information in order to process your refund.
  Please get back to them as soon as possible. 

• Initial Complaint

  Date:11/04/2024

  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 been withdrawing money from my bank account for years. I have tried to cancel it over and over without success. It is impossible to contact them via telephone and written requests do not receive a response. I am forced to resolve this issue with my bank every single month, yet wix continues to attempt the withdrawal, even after going months without payment, where any reasonable person would assume that they would stop the service and stop the automatic withdrawals after not receiving one or two monthly payments. Surely they are not continuing to provide any kind of service at this point. Yet Wix will charge my account over and over until the payment is processed, even though I have asked my bank to block all charges Wix. I have no way to get in touch with Wix to stop them from basically stealing from me so this is my last resort.

  Business Response

  Date: 11/08/2024

  Hello and thanks for reaching out. We would recommend to reach out to our Billing team regarding these charges. They will be able to access your account and view your invoices. You can reach them here >> *****************************************. Please ensure you are logged into your account when accessing this link. A member of our team will reach out to you ****.

• Initial Complaint

  Date:10/21/2024

  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 rolled out their new website editor in March 2024. Since then, I have contacted them several times to request to opt out as it would not allow me to use or edit my website after much troubleshooting. I contacted them over and over and they refused to help me. I have been unable to use or edit my website since March but have been charged $25 per month each month. I am requesting a full refund of all my fees since they refuse to help me resolve this issue. They have confirmed that my browser is not the issue. No one will assist me.

  Business Response

  Date: 10/18/2024

  Hello and thanks for reaching out. We see you have been in touch with our colleagues via ticket **********. 
  If you'd like to proceed in requesting a refund, please follow the steps outlined here >> **************************************************************************************

  Customer Answer

  Date: 10/18/2024

   
  Complaint: ********
  
  I am rejecting this response because: this only pertains to a one month refund. I have been seeking assistance since April 2024 and have not been able to edit my site since so this is unacceptable.
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 12/17/2024

  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 did reach out to me and ask me what refund I was requesting and I told them I was requesting monthly fees refunded from since March and they told me the plan I was on has no refunds and declined to approve a refund. 

   

   

   

   

   

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

  Business Response

  Date: 12/20/2024

  Hello again. We do see that our colleagues have been in touch, but unfortunately they have confirmed these charges cannot be refunded as they fall outside our refund policy timeframe.
  Unfortunately, this team's decision is final and there is nothing further that our team here can do regarding this outcome. 

• Initial Complaint

  Date:10/17/2024

  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.

  All transactions took place 08/01/2024 and 10/16/2024. Wix refused any human-to-human contact in *****************.

  Business Response

  Date: 11/01/2024

  Hi ****. Please provide us with your Wix account name and site domain. 
  Can you also confirm if you have requested assistance with a member of our customer care team here? >> ********************/contact

• Initial Complaint

  Date:10/16/2024

  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.

  On July 2, 2024, I setup my Wix account to receive ******************** Payments and was approved. On August 6, 2024, I received my first payment and was told 1) it would take 2 business days to process my payment and 2) that my payment would be sent on August 13, 2024. However on August 8, 2024, I received a notice that my previously "approved" Wix Payments account needed to verified. Wix requested supporting documentation pertaining to my business, which I provided that same day. After not hearing from Wix for several days, I contacted them on August 13, 2024 and was told that their "compliance team is still working on my case". On August 14, 2024, I was told my Wix Payments account will be closed because my business is "above risk" and that my payout would be on hold for 60 days. Finally, I contacted Wix on October 6, 2024 (60 days after my payment) as well as October 15, 2024 (61 days after I was told my payment would be released). Not only has Wix NOT initiated my payout, they have not provided any explanation as to why they are continuing to hold my payment. Wix is committing FRAUD by withholding funds that do not belong to them! Based on previous complaints, Wix is giving its customers the runaround, while holding their funds without merit. The process of Wix approving payment accounts then randomly holding payments for extended periods, claiming the account needs to be verified again is misleading, unethical and fraudulent.

  Business Response

  Date: 10/30/2024

  Hello and thanks for reaching out. We gave followed up on this case for you and can confirm that your final pending payouts have since been released to you. 
  Please see our colleague ******* latest email via ticket *********. 

• Initial Complaint

  Date:10/16/2024

  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.

  2 days after I paid for premium membership Wix mistakenly blocked my IP and I can't access my website, wix website. They literally don't have customer service.They did not inform my by any means that my account is blocked, I had to figure it out myself, probably in a serious delay.They have absolutely no reachable customer service.I had to understand what is going on through online research and from REDDIT because there is absolutely no one to talk with from Wix The only way I have found to contact them is through social media chats!My account is blocked for over a week now, sent all my personal information and sensitive photos to prove my identity like they asked. NOTHING came out of it. takes them days to reply to an email. This company is a joke, I do not recommend it to anyone!

  Business Response

  Date: 10/25/2024

  Hello **** We have followed on this matter for you, and we can see that your account was restored by our policy team on October 16th. 
  If you require any further assistance with this matter, please let us know. 

• Initial Complaint

  Date:10/16/2024

  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.

  I am a current WIX customer. I was charged ****** on Sept 5th for an annual premium core plan that was on auto renewal. I contacted Wix to discuss the increase in the plan price as the previous plan was only ******. I spoke to multiple agents via live chat and phone. The last phone agent recognized that I have a Nonprofit Org and mentioned that I could use the 70% discount from ********. She provided details on how to obtain the voucher and the steps to cancel the current plan and how to purchase using the voucher. Per instructions I canceled the current plan and requested a refund for the ******. Once the refund was received, I was to purchase the new plan using the voucher. I received the refund email on Sept 9th and purchased the new plan on the 14th using the voucher with no balance due. A refund was finally issued on Sept 26th and my website was downgraded to a free site and my domain was removed. I contacted Wix and via a chat agent was informed that this was an error and they could not correct it, I would need a new voucher. ********* approved and provided a new number, I contacted Wix today and they are not able to provide a reason why I was given a credit-the difference between the 2 yr and the 1yr plan and why its not applied now. I had this escalated a week ago and no one has contacted me as promised. I have two hired contractors working on the site and assoc pages in time for annual giving and they cannot work without the site being live. I am at an impasse with Wix and need some assistance. voucher value ****** 2 year plan cost ******

  Business Response

  Date: 10/25/2024

  Hello and thanks for reaching out. We have followed up on this matter for you and can see that our colleague ****** has been in touch via ticket **********, to clarify what occurred regarding your previous subscriptions status as well as your refund for the previous plan. 

• Initial Complaint

  Date:10/16/2024

  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.

  On October 14, 2024 I received a notification from my personal bank that a charge of ****** was being charged to a personal card and if I recognized the charge. I said "no" because my personal card is not associated with my work website. I called WIX and spent 1 hour speaking to an off-shore representative that was at times very hard to understand due to a language barrier. I told them I have a card on file and my personal card (which is not associated to this account AT ALL) was used against my authorization (I had no idea they would go to a personal account looking for a payment option)and would like them to reimburse my personal account and charge my card that they have been using for the past 6 years. I was told this is not possible, and I need to call my bank and they will not help me. I never gave authorization to the company to use my debit card, I deleted that card back in June off my account but it was charged anyway. Now I have spent 2 hours with my bank, having to get a new debit card and to wait 10 business days to see if they will reverse the charges because WIX fraudulently charged my account. Normal business practices should be they charge my card (that is on file and has been for 6 years) and refund the other card, but I was told I need to cancel my whole plan (taking my website down momentarily) to then open a new account?! Seriously? Not only did they increase their prices 114% without explanation, they charge my account without my authorization.

  Business Response

  Date: 10/30/2024

  Hi there, and thanks for reaching out about this. 
  Just to clarify, was the Mastercard you were charged with ever previously listed within your Wix account in any capacity? 
  Similarly, it appears the previous AMX card used for your subscription had expired prior to the renewal date, correct? 
  We hope to hear from you soon. 

  Customer Answer

  Date: 10/30/2024

  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:

  My Mastercard was on a WIX account that had an entirely different log on.  I was looking to use it for a personal organization.  It had never been associated with this account.  You are correct the **** was expired (considering my account gets billed every other year).  Normally I would get an email stating that the card needs to be changed.  I don't know how you were able to use the ** considering it was not even associated with this account and when I called and asked that my PERSONAL ** be refunded and was ready for you to charge my **** (which you have ALWAYS done while having this account) I was rejected and told I needed to close my account and then sign up again!   I have a real problem with a company that uses a card not even associated with this account.  I have since deleted that account as I have secured another company to host my personal website.  

   

   

   

   

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

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

  Business Response

  Date: 11/07/2024

  Thank you for this additional information.
  We see that you have since been in touch with our colleague Dariia, who was able to assist you in purchasing a new pan via the correct card.
  We hope that this has helped to resolve this matter for you.  

  Customer Answer

  Date: 11/08/2024

  Better Business Bureau:
  
  I have been in touch with you because on Monday, November 4th your company cancelled my account and my website was removed from you platform!  I had no choice as you canceled my account.  I hope in the future you contact your clients when a credit card may have expired (my account renews every other year) and you do not do the practice of finding another account (not associated in any way with this account) to find payment.  That is deceitful business practices and I have since closed my personal account with **********************.  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:10/15/2024

  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 writing to formally express my dissatisfaction with the service I have received from WIX regarding my attempts to establish a business using your website builder. Despite my efforts to comply with your requirements, I have faced continuous barriers that have hindered my ability to accept payments from customers.Since I initiated my account, I have been repeatedly asked to provide paperwork that is neither required for an individual trying to build a business nor applicable to my situation. It seems there is a misunderstanding on your part regarding my status; I am not currently operating as a business but rather in the process of establishing one. This distinction is crucial, as it impacts my ability to proceed with my ******** an effort to verify that your payment process works, I made a purchase myself. However, WIX is currently holding that money due to the ongoing denial of my payment processing capabilities. I have reached out multiple times via email, providing the information you requested, yet I have not received any resolution to this issue.Moreover, I have invested in business cards and promotional stickers in anticipation of launching my business, which I am now unable to use due to the restrictions imposed by WIX. Given that I am still in the development phase of my business, I believe it is fair to request a refund for the fees associated with my account.I have made every effort to work with WIX to resolve these issues, but I am left with no solution and growing frustration. Therefore, I am requesting a full refund for the services I have been unable to utilize effectively due to these ongoing complications.

  Business Response

  Date: 10/18/2024

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

  Customer Answer

  Date: 10/28/2024

  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:

  I have responded by answering the email. *************************** ********************************* Thanks ******

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

  Business Response

  Date: 11/07/2024

  Thank you for this information. 
  With regard to your Wix payments account verification, we see that our colleague ****** reached on July 25th 2024 to clarify the final status of your account. 
  This was communicated to you via email, ticket thread no.*********** Please see their email for more information. 
  If you would like to cancel your services with Wix, and request a refund, please contact our billing department at *************** and the y will be happy to assist you with this.