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:06/24/2026

  Type:Billing Issues
  Status:

  UnansweredMore 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 small business owner and a longterm customer of REMOVEDby REMOVED. My account renewal was recently interrupted due to fully documented identity theft and financial fraud, which was communicated explicitly to their support team. Instead of pausing the account or assisting a fraud victim, Ecwid's automated system permanently canceled my active store account immediately following a standard grace REMOVEDNow, Ecwid by REMOVEDis actively holding my proprietary business data, including years of historical customer records, past orders, and my complete product catalogs, hostage. A support representative named REMOVEDformally stated that the company will not allow me to export my data unless I pay a financial REMOVEDby purchasing an upgraded "Venture plan." Demanding that a small business owner pay for an upgraded subscription tier solely to access standard data export tools to retrieve their own corporate property, especially immediately following a reported fraud crisis, constitutes an unfair, predatory, and deceptive business practice. I attempted to escalate this matter directly to corporate management and legal counsel via email, but their public inbox endpoints are intentionally bounced to prevent consumer resolution.

• Initial Complaint

  Date:08/13/2024

  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.

  ECWID HAS SCAMMED ME OUT OF MY REMOVED& REMOVEDBY FAILURE OF NON REFUNDING & CLOSING MY ACCOUNT DUE TO FAST SCALING & THEIR REASONING IS HIGH RISK , HOW THE HECK IS MY BUSINESS A RISK , IT'S SO BULLCRAP I EITHER WANT MY MONEY OR TO HAVE THIS FIXEE

  Business Response

  Date: 08/21/2024

  Hello REMOVED,

  I'm very sorry that you had such upsetting experience with Ecwid.

  I have checked your correspondence with our support team and all the internal communications with the Payment team. 

  As I can see from our correspondence, you asked us to refund both payments to the buyers so that you could agree with them on the alternative ways to pay you for the orders. We have refunded both payments to the buyers on July 22 as you asked. If the buyers don't see these refunds on their accounts, they should contact their banks. The refund processing takes up to 90 days in some cases.

  I hope this helps.

  Best regards.

• Initial Complaint

  Date:08/08/2024

  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.

  hi,Paid yearly subscritption, added products and almost after a few months, website was not shown in REMOVEDsearch. Then I researched and reached out to the company, they said we have to do some coding changes, I spent time in doing that and also shared access to my REMOVEDanalytics account as REMOVEDasked for. 3 months later, nothing , no improvement. Again, reached out and another 1 month wasted. Now, when I reach out to them to turn off auto renewal / refund pro rate, for both they don't have an option. They are not allowing us to delete our card on their file, or turn off auto renewal. They are asking to wait for sometime as they have to internally do this. Is this not against law in REMOVEDbusiness to not allow customer to delete their card / turn off auto renewal and that too for a paid subscriber like me?1) Ideally, a site will get indexed properly without any gimmicks like this. I myself have built various site and can show as proof that how sites are indexed in REMOVED. 2) a product created on the site should have proper url, they cannot compromise on this. To get a clean url, we had to do some coding as well. Even after this REMOVEDdoesn't like the pages. ECWID keeps saying REMOVEDtakes time, REMOVEDwill decide etc. If the url is clean and content is genuine, no other excuses.They have chat conversations on their end, you can see how frustrating it is to work with them. what is the purpose of the paid subscription if service not fully working /benefitiing.

  Business Response

  Date: 08/21/2024

  Hello,
  
  Im sorry that your experience with Ecwid was unsatisfactory.
  
  I have checked your store and your communication history with the team. 
  
  As for the issue with SEO let me quote the response you got about your site indexation:
  
  Our SEO experts looked into your website and the REMOVEDsearch console and said that it's set up correctly. REMOVEDknows about your website pages, but is not indexing them for its own reasons.
  
  We have also checked the indexation of your website in Bing. There are now about 20 pages indexed.
  
  It means that your website pages are available for the search engines indexation.
  
  Still, our SEO expert recommends implementing custom static copies of pages with the unique canonical URLs to your custom website as described in this guide: REMOVEDwill show to REMOVEDthat each of your product and category pages is valuable, and help it define the correct canonical URLs more effectively.
  
  Otherwise, you can use the Ecwid Instant site at store71697044.company.site where your Ecwid store is already embedded and the canonical URLs are specified. You can learn more about how to set up the Instant site here:
  
  - Setting up your Instant Site: General steps (REMOVED)
  - What Ecwid does for Instant site SEO (REMOVED)
  
  As for your subscription, we have stopped the auto renewal upon your request on Aug 9th. Your store is active, the paid subscription will stop Oct 24, 2024. As for the refund request, I'm sorry but according to our ToS we do not provide refunds for our products and services.

  Thank you,

  Best regards

  Customer Answer

  Date: 08/21/2024

  Hi,

   

  This is the usual response. at first place, they did not provide the clarity on that url structure until I researched and reached out . This is their known issue so considering that they should have given that as a solution from the beginning . Now, with the plan I paid for, there needs to be a way to enable the canonical tag enabled automatically (or with a few lines of code). There is no documentation on that for anyone who has html based site (means no cms). Whole purpose of Ecwid is that it can b integrated on any type of websites(cms/no cms). If they can't refund , they should add 4 to 5 months additional to this plan as time got wasted as this conversation goes back to early 2024 . This resolution is needed. Add additional 4 to 5 months when it is ending and also still turn off auto renewal.
  In this subscription world, at first place, turn off / on should be on user control and not the business controlling, this is not at all fair.

  Business Response

  Date: 08/22/2024

  Hello,

  Thanks for getting back to me.

  We have sent you an email about the subscription prolongation, please check your inbox. I also see that you're in touch with our support team about SEO. I hope we can help  you get any issues resolved.

  Thanks,

  Best regards.

  Customer Answer

  Date: 08/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution would be satisfactory to me.  When I log into the account, I see the plan is extended for another 5 months, will consider this complaint resolved.
  In regards to their other note, I went with a solution to their support so its more of again my efforts than theirs. I am highlighting this because this was the whole reason time got wasted as they never provided direct solution to questions .
  
  Regards,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:05/06/2024

  Type:Order 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.

  Company is over billing. The month fee was $19.00 and now they are billing $25.00 without any notice to me.

  Business Response

  Date: 05/15/2024

  Hello,
   
  I've checked that you've been discussing the recent price increase for our paid plans with a number of our support reps. REMOVEDunderstand that pricing adjustments may raise concerns, and your feedback is extremely important to us. Our primary objective is to guarantee the prosperity of our merchants. Adjusting prices allows us to maintain our commitment to delivering top-tier support to merchants and advancing our technology, thereby facilitating the sustained growth and smooth operation of their businesses.
   
  I can see in your email and chat history with us that our support reps have had checked our database and I found our that the letter about an upcoming price increase had been sent to you at REMOVEDwith the "Upcoming rate change to your Ecwid subscription", the email marked as Read. Perhaps, you accidentally opened this email so it has the Read status, yet you didn't actually read it. Please, check your inbox and try to find the email under this topic. 
   
  The price was increased on April 17th for all of our paid plans. So, from that date, the Venture plan costs $25. According to our Terms of Service: REMOVEDEcwid subscriptions are non-refundable, so we do not issue refunds for our paid plans nor we can issue a refund for the $6 difference, sorry. 
   
  Still, as a gesture of apology for the situation, we have extended your Venture subscription for store ID REMOVEDfor one month for Free. So your plan is active till July 4th. 

  If you have any questions, please let me know.

   

• Initial Complaint

  Date:11/11/2023

  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.

  Ecwid closed my storefront in turn causing me to lose contact with a few custom for refunds. They also allowed someone to make over REMOVEDI sent over REMOVEDbooks and 11 people needed a refund but because some sick people grouped together and lied to Ecwid stating Im a scam REMOVEDI dont make videos of myself on social media because I enjoy my privacy this ridiculous company closed my store and made my business look bad. I will be for certain to consistently GIVE HORRIBLE REVIEWS for Ecwid. Worse company in the world to do ANY BUSINESS WITH!

  Business Response

  Date: 11/14/2023

  Hello,

  We have found our correspondence with you, the last time we talked was last year. The store ID in question is 31662186.

  We have reached out to you from our support email address with the further instructions. Let me quote it here, to make sure we're on the same page:

  >>As I understand, you want to receive the list of your clients so you can refund their payments. As payments for orders in your Ecwid store were processed by third-party payment providers (in your case CashApp and Stripe), refunds for them should be done on the their side.
   
  Thus, the payments for your orders should be reflected in your merchant accounts with the above-mentioned payment providers. You can locate the needed transactions and refund them right from your payment providers accounts.
   
  Just in case, below are the articles on processing refunds in Stripe and CashApp:
   
  Refund and cancel payment in Stripe REMOVED
  Refund the payment in CashApp REMOVED;
  Should you need some additional information regarding your stores orders you can find it in the Order Confirmation email notifications that were automatically sent to your admin email address REMOVEDeach time a new order was placed. Please check your inbox for those emails.

   

  If you have any questions, feel free to followup. We're happy to help.