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:08/13/2023

  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 have a business account with ***** Fargo. I did not authorized woo commerce to take out on 7/24/23 $460 and on 7/20/23 to take out $345 dollars. I will be sending you Woo commerce investigation in this regard which asked a question to me that it appears as though it could have been a test subscription created by mistake. Iam also sending you ***** Fargo investigation which seems to not have taken place at all. The stated they were not able to reimburse me because too much time passed before I notified them on 7/25/23. I am also sending you where the monies taken out hit my account unauthorized. I would have never authorized that much money back to back within 5days of one another in the same month. BBB can you Please help me get my monies refunded back into my account at wellsfargo. Thx

  Business Response

  Date: 08/16/2023

  Hi *******, 

  Good to hear from you again. 

  Upon further checking I can see that we have been in touch via our ticketing system however, we never heard back from you since Aug 08, 2023. Checking the transactions totaling to the mentioned amounts I can see that they are for a subscription which was placed as a test on your site - the transactions, were later disputed again by your side. 

  So basically, what happened here is that the funds got transferred from one account to the other - WooCommerce or Woo Payments in this case did not charge anything apart from the transaction fees which are publicly stated on our documentation here: *****************************************************************************

  I hope this clarifies the case. 

  Please let us know if we can assist with anything else. 

• Initial Complaint

  Date:06/29/2023

  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.

  I placed a order with WooCommerce for a Red Ice Machine on May 17th 2023 order # ***** and have not received any response or product! Tried to reach out to the company but all I ever get from them is a automated email that says everything thing is on back order every time I email them! Would like to use the product before ******* over! Thanks *********

  Business Response

  Date: 07/12/2023

  Hi there,
  
  I can only imagine the frustration you must be feeling when not receiving the goods you purchased and paid for online.
  
  Based on what you've written, I suspect there might have been a misunderstanding on which website and company you have purchased products from.
  
  Here's what I suspect is going on: You purchased a product called Red Ice Machine from an online site that has been built using the free WooCommerce plugin for the open source WordPress software. However, it wasn't clear to you that it's the company from which you purchased the products that host and operate their own website outwith the control of WooCommerce.com. Just so you know, we do not sell any products called Red Ice Machine on WooCommerce.com
  
  For reference, anyone, including yourself, can download the free open source WooCommerce software from our website ********************** and use that software to launch an online store which they themselves own/operate. Due to this, we would have no knowledge or control/access to such a sites order information or any details of who was operating the site you purchased products from that we could pass onto you.
  
  We'd suggest visiting the website from which you made your purchases from. When on that website look for a contact, refunds & warranty page or check the order confirmation email you received when placing the order for contact information. That should allow you to get in touch with the company and hopefully find a solution.
  
  If the company from which you purchased the products are entirely unresponsive, the next step you could take would be to contact your banking institution or card issuer. You can then try disputing the charge on your credit card or with your bank requesting they perform what is called a chargeback.
  
  ****************************************
  
  If you paid via PayPal, you could also get in touch with the PayPal support team to lodge a complaint against the seller.
  
  ****************************************
  
  I can also recommend reading our Did not get my order or refund documentation for a bit more background information. 
  
  ***********************************************************************************
  
  I wish we could help more, but hopefully, this allows you to either find a resolution with the company you purchased the product from or receive your money back for that purchase.
  
  Kind Regards

• Initial Complaint

  Date:05/31/2023

  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 requesting that Woo Commerce refund the $697.47 in the Stripe account they opened without my knowledge or consent. I just completed an E-Commerce course. My final assignments were to create and develop a Web store. I was also to create a PayPal account to work with the site. I created the PayPal account under my school email account: ************************* I put this PayPal account into 'sandbox' mode. This meant that PayPal would accpt the charge but not actually send it through. When I ran the charge, it was only to test the shopping cart infrastructure on the Web site I created for my assignment. The charge was never meant to actually process through. I am still not sure how this happened. When the charge appeared on my crecit card, I checked with PayPal to find out what happened to the money. After corresponding with them, WooCommerce, and Stripe, it was determine that an account under my school email had been created [without my knowledge]. ****** accepted the charge, apparently has charged me for creating the charge, and I am now told if I create a dispute with them over the matter that there will be charge for opening a dispute. It only appeared on my credit card as 'www.mishmash.biz' (the Web site I created for my assignment. This is why it took me a while to find out where the money was. I have shut down the WooCommerce system on my Web site so that no further charges can be made there. As my course has been completed, there is no need for it to be active. Stripe has informed me that though the account was created on their service, Woo Commerce is the only one that controls it. I am asking for Woo Commerce to void any charges made against my money, issue a full refund of the $697.47 charge to my AMEX card, and that they close that Stripe account permanently. It is my hope that we can handle this peacefully.

  Business Response

  Date: 06/12/2023

  There seems to have been a misunderstanding while the customer created a test site for a class. We at WooCommerce did not create a Stripe account for them, as creating the account required the customer to add their own personal information to verify ownership. Signing up requires the steps in our startup guide (******************************************************************************************).  

  We have been working through a ticket with them to find a successful resolution to this misunderstanding.

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20126591
  
  I am rejecting this response because: 

  WooCmmerce has not closed that Stripe account as I requested.  
  

  AMEX has already retrieved the money and returned it to me in full.  
  

  It is sad that I could not get a resolution directly from them.  
  

  Until that account is closed, I will not accept that the complaint has been resolved.  
  

  Please ask them when that will be!  

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

• Initial Complaint

  Date:11/22/2022

  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 signed up to use Woo commerce as my payment platform on or about October 1, 2022. I used the payment platform for the first time on or about October 7th, 2022. The amount was $275.00. My business is well established, and I have used several platforms in the past. Since that initial date I have not received any of the $275.00 deposited with Woo commerce. I have been contacted by Woo commerce by email that my account triggered a delay. I believe I have been more than patient with Woo commerce, and I am not getting anywhere. I want them to either release my $275.00 immediately into my account or close the account and send me the $275.00.

  Business Response

  Date: 11/23/2022

  I've had a look at your account and I can see that it has just been released from a security hold yesterday afternoon. 
  
  The current balance has now been cleared for deposit.
  
  My apologies if the timeline involved was not made clear to you, but here is what you can expect now:
    - a deposit will be triggered today, November 23, 2022 by the end of the banking day (the security hold release requires a day to process through the system).
    - this deposit would normally arrive in your account the following day, however, tomorrow (Thanksgiving Day) is a holiday in *****************.
    - please expect this deposit to arrive in your account the following day, November 25, 2022.
  
  Due to the holiday, there may be one additional business day of delay.
  
  Please do let us know if you do not see the deposited funds by Monday.