Complaints

This profile includes complaints for WordPress.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WordPress.com

  60 29th St PMB 343 San Francisco, CA 94110-4929

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  WordPress.com

  132 Hawthorne Street San Francisco, CA 94107

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:06/08/2024

  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 pending transaction for $19.00 from WordPress.com. I tried to cancel this subscription for a domain renewal that I was not aware I had, but all of the links in their "help" section are useless. The instructions don't lead to a resolution, and I can't get a human on the phone or chat. Every business should have an easy way to unsubscribe or dispute a charge, and WordPress.com does not. I want any auto-renew options to be removed/canceled from my account and to never be charged for anything again.

  Business Response

  Date: 06/08/2024

  Hello, 
  
  Im sorry to hear that you had some trouble finding the purchase and cancellation options on your account! Youre absolutely correct when you say that every business should have an easy way to unsubscribe or dispute a charge, and Im happy to report that we do have such an option. You can cancel a purchase at any time from your Purchases page by going to Upgrades > Purchases, or through this direct link: *******************************************************
  
  From that purchase page, you can select the specific purchase youd like to cancel from the list. The option to cancel will be towards the bottom of the page, and you will receive a full refund if you cancel within 14 days. Youre still within that refund period, so when you cancel the refund will process automatically. 
  
  Just in case, I have also removed auto-renew from the domain as you requested. 
  
  Once you have cancelled all active purchases on your account, you can proceed with closing the account from the Account Settings page indicated in your screenshot, or from this direct link: ******************************************. The account closure page is not loading at the moment because you still have the active subscription. 
  
  I also want to assure you that we respond to all messages. Even if you dont hear back over live chat immediately, our team will still respond shortly over email. I checked our records, and Im not seeing any contact from your account. 
  
  The help center you sent in the screenshot shows the initial message, but Im not seeing any contact from your account. If you completed that form by hitting continue, the request would have been moved to our queue for our team to respond to. If you saw an error message or had trouble connecting after clicking Continue, you can let us know and we can help look into that. In the future, you can feel free to submit another request; youll get a confirmation notice when that goes through. You can also reach out to us directly at ********************************

• Initial Complaint

  Date:06/04/2024

  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.

  In an effort to consolidate multiple accounts into one I believe *** erased all my paid for plugins and now I can not update my websites. I have no resolution and no support from Woo or Automattic. I sent a follow up reply on 5-29-24 and have yet to hear back! I am without the ability to update my authorize.net plugin and have no access to any of my plugins. You are seriously affecting my business at this point. I would like this matter escalated, please

  Business Response

  Date: 06/15/2024

  For unknown reasons, the customer stopped receiving our emails temporarily. Communication has resumed as of June 12 and the issue is already solved.

• Initial Complaint

  Date:05/14/2024

  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.

  I recently purchased the Entrepreneur plan and have had nothing but issues! They keep messing with my site and making changes without my permission and the activity log shows that they are signing into my account without permission! I dont think someone wants me selling my products as I sell fine jewelry at very cheap prices that cannot be beat. I dont know what else it could be as it keeps happening over and over and i have changed my password many many times to things that nobody would ever ever know except Wordpress! They are the only ones that know my password. I dont understand this and it is very frustrating! Please help me BBB! I want them to stop messing with my site!

  Business Response

  Date: 05/15/2024

  Hi there!

  > I recently purchased the Entrepreneur plan and have had nothing but issues! They keep messing with my site and making changes without my permission and the activity log shows that they are signing into my account without permission! I dont think someone wants me selling my products as I sell fine jewelry at very cheap prices that cannot be beat. I dont know what else it could be as it keeps happening over and over and i have changed my password many many times to things that nobody would ever ever know except Wordpress! They are the only ones that know my password. I dont understand this and it is very frustrating! Please help me BBB! I want them to stop messing with my site!

  I am sorry to hear about your frustration. We typically log into your site only if you reach out to us with specific issues that require that. We also don't make any changes to the site unless you allow us to that. I guarantee that we do not know your password even though our support agents are able to see your dashboard. You can rest assured that all the site stored information is secure. 

   

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21712350
  
  I am rejecting this response because:

  Changes are still being made without my permission and I have 2 factor authentication with the app on and have changed my password over and over again so absolutely NOBODY has access to my account but **********************! Several changes keep getting made including removing products from product categories and changing my menus among many other things! I want this to stop immediately or I will file chargeback for every ***** i have ever gave this site including themes and plugins!
  
  *************************

  Business Response

  Date: 05/16/2024

  Hello there,
  
  I'm sorry to hear you are still experiencing issues. 
  
  To help investigate this further. 
  
  Please can you provide the *** of the site and a list of what has changed and on what pages (at least some examples) and importantly, when they changed and we'll be happy to take a look. 
  
  As my colleague shared we don't make any changes outside of when we are working with a user directly, so please do share some more details and we'll take a look.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21712350
  
  I am rejecting this response because: Changes are still being made. I cannot do anything without it being changed and messed all up. Now my homepage is changed to some page i did not make and i cannot change it back. My menus keep getting changed over and over!  Products keep getting removed from categories over and over. Categories keep getting deleted over and over. My margin and section widths keep getting changed over and over among many other things! I am getting very very upset as I have paid about $1000 for this UNUSABLE site! It is absolutely ridicilous and unbeleivable! Stop now!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/05/2024

  Hi there,

  As we mentioned in our last email, I'd like to ensure that our support team does not work on your site without your direct consent. If we need to, we'll ask for your permission as our goal is to troubleshoot and ensure that your site is working as expected.

  Also, please rest assured that we don't know your password and will never ask for it. If you still believe that someone is working on your site without your consent, I'd recommend that you update your password as soon as possible with this guide:
  
  *************************************************
  
  I'd also recommend checking the users who recently logged in to your site. To do that, follow these steps:
  
  1. In your site's dashboard, go to Jetpack > Activity Log
  2. Click on "Activity type", right before the pagination.
  3. On the menu that will appear, select People
  4. Click on Apply
  This will show a list of all the users who recently logged in, including their emails. If you notice anything unusual, please let us know as soon as possible in the email we sent you a few days ago (under the same ticket ID, ********.
  

  As for the issues itself, on May 28. 2024, we sent you an email with several information and questions which will help us understand what's happening and where the problems are. You'll find all the questions on ticket #*******. As soon as you have the info we need, please reply to it and we'd be happy to continue the conversation.

  We are still dedicated to solve your issues so I appreciate all the info that you could provide in the email we already sent.

  All the best,

• Initial Complaint

  Date:04/18/2024

  Type:Product 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.

  I requested carrielouisepinsonauthor.org on 10.20.2023 for my new published book for 1 year at $4.00 per month. However, Wordpress/Automattic charged me $105.36 through my credit card. My site has never worked because when I enter carrielouisepinsonauthor.org in my browser for months now I get a message, NOTHING! or ITS COMING SOON, but it never comes! For months I tried to log into my account but received a message, "WE WOULD LIKE TO SHOW YOU A DESCRIPTION HERE, BUT THE **** WONT ALLOW IT."When I click Wordpress.com, I get a message CARRIELOUISEPINSON.COM is a perfect site, which a cost is associated with this website. I don't want to pay "another" cost I want to pull up my original website carrielouisepinsonauthor.org. When I try to pull it up it tells me this site is ALREADY TAKEN! I was communicating the The HAPPY ENGINEERS, MANY OF THEM FOR MONTHS, AND NONE OF THEM HELPED BY CONNECTING ME WITH THE WEB**** I PAID FOR. PLEASE REFUND MY $105.36 today. I have been asking you by email to refund my monies for months. I called ************** months ago to refund my monies today.

  Business Response

  Date: 04/21/2024

  Hi there,
  
  Looking at your account I can see the plan was cancelled on October 25, 2023 and the money was refunded on the same day. You can see the refund receipt under Upgrades > Purchases > Billing History.
  *********************************************************
  
  I hope this helps. Feel free to let us know if there is anything else we can help you with.
  Stay safe and enjoy your day!
  

  Customer Answer

  Date: 04/21/2024

  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. I wish one of those many many HAPPY ENGINEERS had informed me in their many many emails," we have refunded your monies." Too many different engineers handling one person's account. Wont do business with them again because it is too complicated. Years ago I set up a *********** Website with Word Press and it was very easy, but now it is not!

  Thank you for assisting me.

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

• Initial Complaint

  Date:04/14/2024

  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.

  Since Apr 11th, 2024 I have lost access to WordPress stats on chikorita157.com as WordPress wrongly classified my site as commercial. I do not sell any products, ask for donations, or do anything that is commercial.WordPress is extorting me for more money just to view stats that were free. I have contacted them two times about this issue and they have not responded.

  Business Response

  Date: 04/25/2024

  We replied to your request on Apr. 14. Can you check your email for the subject "[Jetpack] [Stats] Wordpress stats not viewable, says the blog is commercial when its not." and respond to that if you need further help, but in short your site should no longer be classified as commercial and you can certify it's non-commercial to continue using Jetpack Stats.

• Initial Complaint

  Date:04/12/2024

  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.

  Wordpress.com has a customer service that's behind a paywall for those who have an account with their website. I've gotten in contact with WordPress about a previous fraud case that turned out the unsolved and tried to get in contact about removing my card/bank info from their system. I was told by their company that in order for me to get in contact with customer support I'd have to PAY a subscription fee to get that perk. Otherwise, I'd be only allowed to use the public forums (which don't have access to my account information). What occurred essentially is that in 2021 WordPress used my bank information on an authorized purchase. I requested for a refund and for my card to be removed. They agreed and no transactions were made. They made a transaction unauthorized again in 2023 and 2024. I've had to contact my bank but I still am not able to remove my overall information from WordPress systems and have been made to get a new routing and account number in risk of the information they possibly have.

  Business Response

  Date: 04/24/2024

  Hi ***** - Support for website building is generaly limited to paid users, but we provide support for payment issues/fraud regardless of plan. I see your email received an automated initial response and we did not hear back, so it was closed. I have created a new case for our team to look into this and we will reach out to you directly soon. Cheers!

  Customer Answer

  Date: 04/25/2024

  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 as the business reached out. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/12/2024

  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.

  I purchased a higher level of web site service from Wordpress on March 25, 2024. Since then I have not been able to launch my website because there is no support. Their ai system, though prompt in saying the right words in that they will provide me with a "happiness engineer", the help I received was only a few short emails directing me to links that did not pertain to the issues I was having. They have no phone numbers to call someone on the support staff and I am left to conclude they just want to take my money with the promise of doing something good, but only leaving me feeling frustrated with high levels of distrust.

  Business Response

  Date: 04/24/2024

  WordPress.com uses AI to provide instant answers. Should that not be sufficient and you are on an eligible plan as you are you can always contact a human Happiness Engineer. We do rely on documentation for instructions for how to use our features and I see you were able to resolve your issue in your last reply on April 14.

• Initial Complaint

  Date:03/03/2024

  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 have reached out numerous times for you guys to fix my site & one of your reps says they are creating a case ID number. When i reach out to follow up the next rep says there are no notes. None of your templates work. Your system wont send me an email to confirm account & i was told you guys can do it manually but it is still not updated. You guys are starting to look like a scam. This is beyond ridiculous.

  Business Response

  Date: 03/11/2024

  Hi there,

  WordPress.com does not show an account connected to your email. Additional, the domain in the attached screenshots is hosted with Bluehost, not WordPress.com. We therefore do not host this and do not have access to help, but if you'd like to move to WordPress.com just let us know and we will reach out!

• Initial Complaint

  Date:03/03/2024

  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 was charged $115 dollars for a domain on March 1st. I did purchase this domain two years ago but haven't logged in since. Unfortunately the email I created for this account (I believe it was **************************** is no longer active with ******* I've tried finding a way to contact Wordpress to cancel this domain to no avail. Once again, I did it originally, but I need help closing this account and getting my money back. Wordpress does everything they can to prevent you from talking to a real person. The transaction number is 23QDVPA7EV.

  Business Response

  Date: 03/11/2024

  We have canceled and refunded this renewal as requested. Cheers!

• Initial Complaint

  Date:02/22/2024

  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 for two domains and I have only one (humanfactual.com). I have only one listed and 1 plan listed for my charges even in my account. I have an image snapshot of my account bill but ********************** charged me twice for a single domain. I paid ***** for 1 year for 1 domain name.

  Business Response

  Date: 02/23/2024

  Hi there - The $12 charge was for connecting an additional domain. However, this was canceled and refunded on Feb. 12 and the domain humanfactual.com and its plan are the only upgrades remaining on the account. All the best!

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21333228
  
  I am rejecting this response because I did not receive a ***** credit of any kind.
  
  Sincerely,
  
  **** ***** *****

  Business Response

  Date: 03/05/2024

  Hey again! The document you shared shows 2 purchases with iStockPhoto, not WordPress.com. Can you verify that there are 2 $12 charges from WordPress.com on your statement? Our payment records show that this was returned on Feb 12, and it was processed as a reversal, not a refund, which means that the issuing bank was able to process the return request before the charge ever settled, so you should just see only one entry for WordPress.com on your statement, not 2 and then a refund.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21333228
  
  I am rejecting this response because people are manipulating the truth of the bank staement and unethically lying.

  I will not go to the consumer affairs and file the complaint and call my bank. I will make sure all my future business and clients

  do not use WordPress or any business associated to this organization. It goes to show you that the BBB has no power over big entitites.

  I read all kinds of unethical practices going on by WordPress, and I guess based on my experience of being double billed for 12.OO for a domain,

  goes to show the truth of this matter. So WordPress is going to lose many new customers and my business because they do not want to refund me

  12.00. This is not about the money, but it is about Power and Control over doing what a business thinks they can do. I will

  go to other resources now to point out with the true facts that I was unethically dobule billed and BBB refuses to stand up to a big entity. 

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