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: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.

  Good day. I have been a Wix user for over 5 years, designing and hosting websites for myself and other organizations. These sites are critical to operations, with ** ********* driving traffic to them.Recently, two of my four premium-plan sites went down. I contacted Wix immediately upon this realization, but was passed between departments without a clear answer. I was told ** get an email but wasn't given a timeline or phone access to the relevant ******** premium plan is paid through 2026, and another is set to renew soon. Additionally, a recent voucher-purchased domain was dropped and is now available for anyone to buy. This doesn't seem legal.I received an email from Wix requesting ID verification with a photo of my ID next to the last four digits of my cards. I have submitted three cards, but Wix has requested more. I explained that previous cards may have been client/gift cards or have expired. I cannot even see which cards were on the account as all payment methods have disappeared. I am currently still waiting for a response and return of services.Stopping paid services without any warning, notification or clear reason can't be legal. This downtime is costing me thousands and damaging my reputation. It's odd as it appears only two out of four premium plans and the new domain have been affected.Given the situation, Im unsure if this is a business error or a scam. My identity and accounts could be compromised.Fearing the worst, I tried to transfer site ownership, but encountered an error saying to refresh the page. I've since been working to redirect domains and create new content as temporary measures to reduce financial and reputational damage.Please help. Service needs to be restored asap, damages claimed and my identity protected. If this requires police involvement, please let me know.Thank you for your *****************

  Business Response

  Date: 10/18/2024

  Hi there, and thanks for reaching out about this. We have followed up on the ticket number you have provided (**********) and can see that our colleague **** has since contacted you. 
  Please see her latest email for the most recent developments from your case. If you have any further questions, please reach out directly to her and sh can assist further. 

  Customer Answer

  Date: 10/23/2024

  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:

  There has been no clear reason nor explanation for cutting paid-in-full services without warning nor notification. There has been no offer of compensation for downtime. Businesses and organizations depend on these sites. For the host to randomly cut paid-in-full-services without warning with no clear reason and then instruct users to repurchase services is absolutely unacceptable. Trust in this business has been destroyed and we highly caution potential users to look elsewhere for service providers.
  

   

   

   

   

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

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

  Business Response

  Date: 10/30/2024

  Hello *******. As clarified by our colleagues, the decision was taken by a thorough review by our security team, and these actions were taken in order to enhance the safety of the payment information used in the account, and to protect you as the cardholder from any potential unwanted charges. 

  Customer Answer

  Date: 10/31/2024

  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:

  [Your Answer Here]

   

  You have caused significant financial damages by cutting PAID IN FULL services with ZERO NOTIFICATION nor warning, claiming it was to "protect" me? This is absolutely unacceptable. I have been a loyal customer for years and the affected services were already PAID IN FULL. No clear explanation nor compensation has been provided. 

   

   

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

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

• Initial Complaint

  Date:10/15/2024

  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.

  There was transection of $ ************************************************************************** authorized.Not even heard the name of ********** business is Childrens gastroenterology.There was no business done with *******

  Business Response

  Date: 10/18/2024

  Hi there, thanks for reaching ****** you do not have an account with ********************, please follow these steps.
  1. Go to our contact page here >> *****************************************
  2. Select "I can't sign in", followed by "I don't have an account yet"
  3. Select the option "I Have an unknown charge"
  This will allow you to submit a ticket directly to our billing team regarding the charge you have received.

• Initial Complaint

  Date:10/15/2024

  Type:Delivery 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.

  9-17-24 date of transaction. SUBSCRIPTION IS NONEXISTANT, AND THE COMPANY CAN NOT BE REACHED TO RECTIFY THE PROBLEM.

  Business Response

  Date: 10/18/2024

  Hello and thanks for reaching out. 
  Can you please elaborate further on what you require assistance with? 
  Is this a charge for premium service that is not functioning as intended, are you enquiring about a refund? 
  Any additional context would be appreciated. 

  Customer Answer

  Date: 10/29/2024

  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:

  SORRY,
  BECAUSE OF ALL OF THE HOLIDAYS, I AM JUST SEEING YOUR MESSAGE.
  WE HAVE NOT HEARD FROM THE COMPANY.  WE HAVE PUT THE CHARGE IN DISPUTE WITH OUR CREDIT COMPANY.

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

  Business Response

  Date: 11/07/2024

  Hi there. In order to follow up on this matter for you, please provide us with the information we previously requested. 
  Without said information, we cannot investigate this any further. 

• Initial Complaint

  Date:10/15/2024

  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.

  I have a business website on the Wix platform with the domain address of ***********************. I am unable to access both my business email ******************************* and my website. Because of the 2 factor verification that I activated with an authentication app. I no longer have the access to the device that has the authentication app. Therefore I reached out to Wix support team via email in an effort to regain access to my website. The *** who responded to my email ******* don't seem to comprehend English very well. When I specifically indicated that I do not have access to the email that is associated to my account. An email brought from Wix as a ****** business email reseller. She proceed to responded back by telling me that I have to email her from the email that I specifically told Wix support team that I do not have access too. Because I can't authenticate my log in. Due to the fact that I no longe have access the the authentication app. Granted my account is a premium account. Which will soon change because I no longer wish to do business with Wix. I just want to be able to access my account again to close and and transfer my website to another platform.

  Business Response

  Date: 10/11/2024

  Hi *******, and thanks for reaching out. Our colleague ******** has reached out via ticket ********* earlier today, requesting some information that will help verify your account ownership.
  This information will allow the team to proceed in restoring your account access. Please respond to her email at your nearest convenience. 

  Customer Answer

  Date: 10/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: Because I had also requested that the @ factor be disabled for the email brought from WIX which is ******************************** When I contacted ****** I was told to contact WIx to have this matter resolved. Wix did in fact disabled the 2Factor for the website but not for the email. Can you please expedite my request, so that we can close this case. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/18/2024

  Hello again. We see that our colleague **** has got back to you regarding the ****** Workspace 2-factor issue. Please see her latest email for more information. 

• 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.

  Wix.com is a company who connects my website from ********** to the internet. They have failed to do so. They say it is because they cannot confirm my email address. But i have repeatedly answered their emails confirming my address. They say it needs to be done twice, but cannot seem to actually get a second request to me even when we r on the phone together. Then they say it can take 24hrs, so if it doesnt come through after TWO WEEKS it will automatically be escalated to a supervisor who will then call me. They have no options for when that call takes place. The only callback (after four times of going through this process) i have received was while i was teaching class and could not answer. They left a message In extremely broken english, in which the only word i could understand was wix.com. I have no recourse to ask for a supervisor when i call, and this tech company cannot manage to get an email to me to do what they say needs to be done. My business website has been down for months, severely damaging my business and losing me clients who now think my business must no longer be open, or new clients who assume i am not legit. Now i am out my money paid to wix.com, and my money paid to vistaprint, for a great website no one can see.

  Business Response

  Date: 10/11/2024

  Hello and thanks for reaching out. Please provide us with your account name, your site domain and your previous support ticket number, and we would be happy to look into this for you. 

  Business Response

  Date: 10/18/2024

  Hello again. We'd like to investigate this further for you, but in order to do so we need your cooperation.Please provide us with your account name, site domain and support ticket number, as previously requested.
  We hope to hear from you soon. 

• Initial Complaint

  Date:10/15/2024

  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.

  On August 15, 2024, I purchased a Wix website plan for $388.80 to support the launch of my new business. Unfortunately, after spending time setting up the website, I realized that the platform was more complex and overwhelming than I anticipated, making it unsuitable for my needs at this stage.Wix has a 14-day refund policy, but I missed this deadline due to the time it took for me to fully understand the platforms limitations for my business. As a result, I submitted a Special Circumstances Refund Request in good faith, hoping for flexibility given the circumstances and my position as a small business owner.However, I received a refund denial email just 5 minutes after submitting my request, without any meaningful explanation or a chance to discuss the situation. The refund request process explicitly states that refunds may be given under special circumstances, yet I was not provided with any reasoning for the denial beyond a generic ************ someone starting a business, the financial investment in Wix was significant, and having no clear communication or explanation for this denial is concerning. Despite multiple attempts to follow up through Wixs customer service chat, I have not received an appropriate response beyond automated messages, leaving me with no resolution. I am now reaching out for assistance in obtaining a thorough explanation or reconsideration of my refund.

  Business Response

  Date: 10/11/2024

  Hello and thanks for getting in touch. For assistance with this refund, we suggest speaking directly to our billing team. 
  You can contact the team via these steps:
  
  1. Go to our contact page here >> *****************************************, and sign in to your account if prompted.
  2. Select the option "Billing, Charges and Subscriptions" from the topic list.
  3. Enter "live agent" into the text prompt at the bottom of the page.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:

   

  I attempted to communicate with the "live agent" feature which is an AI bot that doesn't easily allow for communication with a live agent. I was told I would receive a call 20 minutes later which ended up not happening. It's not my preference to go back and forth through the BBB but unfortunately I've had to do it because of how difficult the communication has been just to get an explanation for the rejection of the refund or just simply providing me with at least a partial refund for all this. 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 10/18/2024

  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 did recieve calls from a Scam Likely calll, and since no voicemails were left it did not give me the idea to attempt and call back and number registered as as "Scam Likely". It would make things a lot easier if you team could just give me a proper explanation here why I cannot receive a refund after my additional refund request. I would even take a partial one, anything to not have to do business with Wix again.  

   

   

   

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

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

  Business Response

  Date: 10/30/2024

  Hello again. We have requested for our colleagues to contact you directly regarding your refund request.
  They will be in touch shortly via email, and we would ask that you continue to communicate with the team from there.
  Thank you. 

• 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 used this company for my business website. I have paid $168 for several years now. This year with no prior notice they charged my account $348 for the service that I did not agree to. No correspondence at all. I have requested a refund and to cancel my service with them. They canceled my website and refused any refund. So now I have paid $348 for no service at all. I have attempted to contact them and the only contact with them is through their website. No phone.

  Business Response

  Date: 09/30/2024

  Hello and thanks for reaching out. If you've been previously denied a refund request for this subscription charge, we recommend contacting our billing department directly here >> *****************************************.
  Our colleagues will be happy to discuss this matter further with you. 

  Customer Answer

  Date: 09/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The sent in the same proof I sent in.  The price more than doubled with no prior notice.  I have asked for that confirmation and have gotten nothing from them.  I have tried to call them and there is no phone number to talk to anyone.  ************ is a farce and people should be warned. 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 10/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: they keep sending the same picture. Have not proven any other communication showing an increase in fee where I approved that or that they even let me know the price increased. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/18/2024

  Hello ******. Can you please confirm if you were able to speak to one of our colleagues? 
  We need you to confirm this before we can proceed in assisting you further. 
  If you are having trouble reaching a live member of our team via the steps we shared, please let us know. 
  

• Initial Complaint

  Date:10/07/2024

  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.

  Legal *************************** continued to take money out of my account each month if not more than once, multiple times. I tired to resolve the issue directly through the merchant by asking them to stop the payments that were being taken & cancel any of my active services that I may have had. I tried to resolve the issue with the merchant before the refund eligibility period was up & I was told I would no longer be billed going *********** was still chargerd in the later future for these same services again. I requested a ************* wouldnt give me a refund without any explanation or anything. I disputed the charges through my bank & the merchant would not even respond to my bank so my bank had to close the dispute as unresolved. I really need my money back. Legal zoom used my ********** card to make 1 payment out of the total amount they charged ********* refunded that 1 charge but I can not even get them to respond back to my bank when they did a merchant dispute almost 3 months ago now. They refunded me 1 amount of $108.67 so Im not sure why they didnt refund the others or even respond to the merchant dispute. I am a single mom & this is over $1,000 in charges. Please help me. This has really put me in a really bad place financially. Wix 21.60 27.25 03/04 35.00 03/04 43.00 03/04 21.60 03/04 36.00 04/15 36.00 05/13 43.00 03/12 21.60 03/13 52.92 03/05 29.00 03/07 36.00 03/18 $250 02/21 Legal zoom: $199.00 03/04 $14.99 03/01 $14.99 04/08 $100.95 02/22 $108.67 02/22 $108.67 03/22 $99.00 02/23 $199.00 02/23 $14.99 05/13 TOTAL: $1,491.63Money paid to business:?$1,491.63Desired settlement:?Refund

  Business Response

  Date: 10/16/2024

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

  Customer Answer

  Date: 10/20/2024

  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:

  [Your Answer Here]

   I am responding back with the needed into requested by Wix:

  
  Account Name:

  ******* ********
  

  Site Domain:

  *************************

  
  Support Ticket Number:

  **********

  Are you going to refund me my money?  

   

   

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

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

  Customer Answer

  Date: 11/06/2024

  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 received 2 refunds 1 for $21.60 & $46.00 on 3/13  the other funds taken from my account which are attached in this response have not been refunded back to me  

  I want my money back  

   

   

   

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

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

  Business Response

  Date: 11/21/2024

  Please clarify the associated services of these charges, and we will be happy to clarify this further for you.