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:01/05/2024

  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.

  *********************************** Believe someone has access to my wifi signal. If not data may be breached through a bug that causes unsecure hacking probabilities. I don't pay for a paid subscription so idk if your encryption level keeps my data secure enough on public Wi-Fi and I do believe someone has accessed my account and attempted to sabotage my work while using the app by causing me to think it was a bug causing skipping, slow loading, and page jumping and scrolling without me touching the screen. Never had this problem although I do think I may have a cyber stalker. Please let me know if any devices have accessed my account at approximately 7:45pm est - 8:18pm est January 5, ****. ********************* Main concern, WordPress wants to charge me for extra security as I may be a target of cyber extortion and harassment and WordPress is not secure enough for basic users to build a website with sufficient online security built in. Causing major time loss in my business which also cost me money and possible private information to be leaked.

  Business Response

  Date: 01/16/2024

  Hi ******, 

  WordPress.com offers Two Factor authentication free of charge, which can be enabled to increase your security: 

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

  Best,

  WordPress.com

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21106222
  
  I am rejecting this response because:

  Recent news and activity that I've witnessed personally has me believing that I have also been compromised. 

   

  
  *****************************************************************************;
  
  
  I recently reported some activity that made me believe that my website was being hacked and possibly allowed for someone to remotely access my device. Another incident I believe saw multiple pages on my website be altered in ways that makes it difficult for me to restore or revert back to it's original design. Is there anything else going on that would be useful for me to know during my website building stage?
  
  I would like to speak directly to a person who can shed more light into the current situation that has multiple accounts compromised. This may also be occuring outside of the "infected plugin" mentioned in the article, in which I've copied and pasted into this message above.

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

• Initial Complaint

  Date:12/23/2023

  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 am the administrator for 2 sites on WordPress. One is a starter site which includes a domain for free for one year and associated with one card. The other is a premium site that belongs to my boss ,also associated with a domain included for 1 year and associated with another card when the upgrade was added last year. The problem is that W.P. charged my card for $96.00 and then several days later charged my card again for $19.00 . They did not charge the card for my boss which was used to upgrade. Now I just received a email that told me that they are going to charge MY card again next month for $114.00, and I have spent untold hours ,unable to talk to anyone except AI which does not address all the problems associated. Also When I do follow the prompts to see my payments which they took out of the wrong credit card with out permission my site shows that no payment history is recorded. I want help to correct the billing. Thank you P.D

  Business Response

  Date: 01/13/2024

  Dear ******!
  
  Thank you for voicing your concern here.
  
  For context, I want to reassure you that we reviewed your case and replied via email and issued a full refund. 
  
  Refunds usually take about **** business days to appear on your statement. You will receive it on the same payment method you used for your purchase. Sometimes the refund could be shown as the original purchase being canceled. In that case, you should check the bank/card statement for the date of purchase. You can view the refund details here: ***************************************************
  
  The reason your card was charged instead of your boss's one was because their card expired more than a year ago and your personal card was flagged as the backup on described here **********************************************************************
  
  Going forward, having someone else's card added to your WordPress.com account is not recommended indeed. If you want someone else to be billed for the domain or paid WordPress.com plan, you can transfer those upgrades to their own account with the guides we provided to you via email exchange.
  
  I hope this resolves your situation, but if there is anything else we can help with, please reach out at ************************************
  
  Thank you.

• Initial Complaint

  Date:12/11/2023

  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.

  Wordpress incorrectly closed my account that housed my domain, which has caused my domain to go into auction status, despite paying for this not to happen.They have since sent my domain to auction to try and get more money for it than I can offer. I communicated I was using the domain on Shopify and Chia set me up to scam me out of money for the domain, instead of allowing it to be purchased elsewhere.I've had to reach out since 11/26/23 with no resolution. I've resorted to contacting the company via ******* (X) because per the chat, they received my messages but are refusing to reply. I want my domain name released and money back NOW.

  Business Response

  Date: 12/17/2023

  Hi there,
  
  The domain houseofplantmedicine.com has been restored to the customer's account.

  The customer is free to point this domain to another web host or use it however they wish.

  Please let us know if we can do anything else from this end.

  Cheers,
  

   

   

• Initial Complaint

  Date:12/10/2023

  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 was charged ***** for a domain name on a credit card that I no longer use. I even filed a dispute with my credit card company, but Wordpress came back and told my credit card company that I authorized this charge. This is not true! I did not enable auto recurring charges on celebrating ******. My autistic son set up this account and has no idea that he enameled auto renewal. This account has not been used in almost two years and due to this 20 dollar charge my credit has gone down 150 points. I demand that this charge get refunded by 12/23 or I will be seeing immediate legal action from Wordpress for their failure to release funds that were not authorized to be charged.

  Business Response

  Date: 12/20/2023

  To whom it may concern,

  WordPress.com received a request for a refund from ********************************* of their Domain Registration for celebratingcarson.com on December 6, 2023. 

  ********************************* had previously raised a chargeback using reason code "Fraud" for this subscription renewal on July 11, 2023 which was ultimately found in our (WordPress.com's) favor based on the evidence of the subscription renewal submitted. As we did not hear back from the customer requesting a refund, we restored the subscription in good faith, as the transaction was deemed to be authentic and legitimate. 

  After receiving a request for a refund, our support staff upheld the WordPress.com refund policy which you'll find attached as a PDF. Prior to completing any purchase, the customer agrees to the following disclosure:

  You agree to our Terms of Service and authorize your payment method to be charged on a recurring basis until you cancel, which you can do at any time. You understand how your subscription works and how to cancel.
  You understand that refunds are limited to 14 days after purchase or renewal for non-domain products with yearly subscriptions.
  Purchasing a one-year subscription to a WordPress.com plan gives you one year of access to your plans features and one year of a custom domain name. To select your custom domain, follow the registration instructions.

  Although the bank resolved the chargeback in our favor (and confirming the authenticity of the payment) and in spite of the WordPress.com Terms of Service to which the customer agreed prior to completing purchase, the customer received a full refund. The receipt for credit has been attached. 

  Please note in the WordPress.com Terms of Service, customers acknowledge and agree to the auto-renewal of their subscriptions to avoid any interruption of service. Should customers wish to remove or turn off auto-renewal, they may do so. We provide clear instructions on how to do so in our ************ or our support staff may assist as well. Additionally, we have guidance on how to update the default payment method. This information is also accessible through our documentation. 

  - Change payment method: *********************************************************************

  - About auto-renewals: **************************************************************************

  Thank you for your consideration.

• Initial Complaint

  Date:12/02/2023

  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 initially purchased a WordPress domain in November 2021. In 2022, approximately three months after being charged, I noticed that WordPress illegally charged my card in October 2022, I suffered the loss because it was too late. This year, I caught the illegal charge on my credit card on November 14, 2023. I terminated the website and domain with WordPress. I messaged the company and did not receive a reply. WordPress has not returned my money and I cannot reach anyone in the company. I want my full $326.63 from WordPress. Also, I originally made the order in November 2021, the company should not have charged my card a month in advance.

  Business Response

  Date: 12/10/2023

  
  Hi ******,
  Hope you're doing well! We'd love to help you with the history of your domain and plan. However, it seems there's a small detail missing could you kindly share the name of the site you are referring to? That way, we can dig into it and provide the assistance you need.
  Thanks a bunch! ??
  
  
  

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20950061
  
  I am rejecting this response because: I do not want my case to be closed out. The company asked for my website address. Here is the information: www.setapartpt.com.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/17/2023

  Hi ******, 

  Thanks for sharing that information. I've taken a closer look at your account. Good news it appears that the refund has been successfully processed, and the funds should be back in your account.
  If there's anything else on your mind or if you have additional concerns, please feel free to let us know.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20950061
  
  I am accepting WordPress response. They have decided to be on the right side of history and I am happy. However, I want my case to remain open until I receive my full refund. WordPress reply failed to state when they would fully refund my money. No one should have to suffer like this with any company. I hope WordPress will move forward with honesty and integrity as key principles in their business model because that is the only way for the company to be successful. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/16/2024

  I have not received my money from WordPress. Please advise as to how I can add pressure to this company to get my money as they agreed upon. 

  Business Response

  Date: 01/27/2024

  We are unable to provide any kind of timeframe for the refund. The dispute was resolved through a chargeback. We did not have the opportunity to make a refund. Therefore we are unable to say how long the money will take to get back to you.

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 20950061
  
  I am rejecting this response because: it is simply unacceptable. Prioritize my refund. I did not give WordPress permission to charge my credit card a month in advance. Charging someone's credit card without their permission is illegal and is "theft". I will make this real simple, give me my money back within two weeks. How dare you, WordPress!! I will take it a step higher than the BBB. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/02/2024

  Hi ******,

  Rest assured that the funds are on their way to your account. Because the process is being handled through your bank at this point, they would be the best point of contact to identify exactly when you can expect the funds to appear in your account. That is assuming the funds are not already returned. 

  Thanks so much!

  Customer Answer

  Date: 02/02/2024

  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.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/11/2024

  This company has not returned my money and they have not contacted me to try to return my money

  Business Response

  Date: 04/24/2024

  Hi ******, 

   

  Thank you for getting back to ***
  It looks like our team issued the related refund in December 2023.
  You will find the refund listed under your WordPress.com account it you navigate to My Profile (top right corner) ? Purchases ? Billing History, or visit this link while logged into your WordPress.com account:
  ***************************************************

   

  Feel free to reach out to us if you have further questions regarding this or any other issue.
  We can be reached at *******************************.
  We are always happy to assist!

  Customer Answer

  Date: 04/28/2024

   
  Complaint: 20950061
  
  I am rejecting this response because: I never received a refund from WordPress. We have been going back and forth for months and why are you just stating this. Whatever refund the company claimed it did in December never made it to my Chase account. Please refund my money and ensure that it gets to my account. Please email me at (***********************).
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/29/2024

  Hi ******,
  
  The charge was refunded in full on December 3rd, 2023.
  
  Please do check again with ***** and have the bank look for the refund for you. It might look different to what you expect on you statement and may appear as a reversal depending on how your financial institution handles these types of transactions.
  
  The bank however, would be able to clarify this for you. Also, do please be reminded that the refund would have gone back to the payment method it was originally charged to, so also bear that in mind when searching.
  
  Thank you!

• Initial Complaint

  Date:11/26/2023

  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 signed up for a domain in late December of last year (2022). Yesterday, I received a reminder email from WordPress that in 30 days, my subscription would be up and that they would "attempt to renew [my] domain name before expiration" if my account was set to auto renew (which apparently it was- not by my choosing). However, they failed to disclose that they would charge me the very next day, before I even read their email. That alone is beyond shady. But then, when I reached out to them letting them know my bank will be overdrawn with this early charge and that I needed a refund, I was given the link to cancel along with the warning that "If you apply for a refund, please note that your custom domain won't be active, and there's a risk of losing it permanently." So, basically, they're saying I won't have access to my domain for the full last month of my original subscription if I ask for a refund of money that was taken without my consent (and BEFORE they shared their company policy of charging 30 days in advance through auto-pay that I didn't actively sign up for)?

  Business Response

  Date: 12/04/2023

  *************** to the complaint regarding renewal time and charges.

  WordPress.com will renew items 30 days in advance. We do this to lessen the possibility of renewal failure due to missing payment methods, payment failures, etc. If a renewal was performed on the expiration, and there was a funds failure, the subscription would not renew, and would expire immediately.

  Domain refund window is 96 hours. This is ICANN (domain authority) rules for domains purchases.
  
  Here are two links for support documents which have more information:
  1. **************************************************

  2. ***********************************************************

  I hope this is helpful.
  

• Initial Complaint

  Date:11/12/2023

  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.

  Total rip off. I purchased a plan with a domain name. It stated I would have support if I had technical issues with this plan I purchased. Went to build my website, and no matter what theme I choose, there is a giant black box covering the entire page except one inch at the top. Can't design a website when I can't even see the website page. I attempted to email support, since this plan says it comes with support. It would absolutely not let me contact Wordpress in any way. All it would do is send me to an ** bot who told me it was a technical issue and to reach out to Wordpress, and then it would give me directions to reach Wordpress. When I followed the directions, all it did was open the same window with the ** bot, meaning it was an endless loop with no answers. Even if the plan doesn't include support, if THEY have a glitch, I should be able to reach someone to fix it instead of leaving me to figure out how to fix their own technical issues. So, I cancelled my purchase. It will NOT let me cancel the domain so I can use it on another web building platform that actually works. I can only use another service now if I subscribe to an expensive plan where I can import a domain from elsewhere. So, after this total nightmare, I now don't get to have the name for my website I selected even though I own and paid for it unless I want to continue using Wordpress and have a big black box over my website. And I don't want a different name. I want this one. Wordpress makes users figure out technical issues caused by Wordpress, has ** bots that don't answer questions, and provides absolutely no means of reaching them if you need help due to their own technical issues not caused by the consumer.

  Business Response

  Date: 11/16/2023

  Hi ******.

  I see we have responded to your public forum request here: ********************************************************************************************************

  Live chat support on Premium plan is available 24/5 on weekdays, and you can connect with us on *********************************** !

  Live chat is currently closed from November 11 21, but you will still be able to send us an email from the above and we will reach out as perks of your Premium plan!

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20859895
  
  I am rejecting this response because:

  I have already cancelled my plan due to the fact I was told I would have support and was not given it. An AI Bot and a community forum is not live support. At All.

  As I stated in my complaint, you will not release the domain I purchased, even though it did say I would have 96 hours to get a refund. I now cannot use my domain name on another platform without paying for a very expensive plan. Since you did not provide the support you said you would, and I cancelled well within the allotted time frame, I want my domain name refunded and cancelled so I can use it elsewhere. Your response stated a 10 day window when live support is not even available. You did NOT mention that would be the case before I purchased the domain and premium plan. Wordpress used to have pretty amazing customer service. That obviously has changed drastically. You promised live support, and you didn't provide it. I shouldn't now be stuck paying a much higher price on another platform to import the domain I purchased over you not offering what you said you would when I purchased it. I literally cannot even build the website now because I can't afford an increased price on other platforms to import the domain I purchased via Wordpress. You offered specific services and immediately failed to provide it. So, I want a FULL refund so I can use another platform that actually provides what they say they will, which is not unreasonable to ask.

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

  Business Response

  Date: 11/26/2023

  Hi ******, 

  In our public support guide at ****************************************************************************************, we mention that live chat may be subject to closures. During these times, email assistance is always available. 
  
  When a domain name is canceled, it isn't automatically released to be used at a different registrar (see: ***********************************************************************************************************). Newly registered domains have a transfer lock in place for the first 60 days of purchase. After that, it can be transferred to another registrar. The transfer lock on your domain will expire on 2024-01-11. The good news is that in the meantime, you can use it with a different host by pointing the domain's nameservers to the new host: *******************************************************************

  We also provided more information in your support ticket with us. We replied to that email on November 17, 2023. 

• Initial Complaint

  Date:11/09/2023

  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.

  My mother made a post about me in ************************************************************************** ***********. she included my full name, location, and a letter i had written her. This post made me lose my security clearance. I no longer speak to my mother nor do i have a way to contact her. I need this unauthorized personal information about me to be taken down as it is my Intellectual Property and my likeness. This information directly puts my life in danger as i am now a private security contractor overseas. I reached out to wordpress customer service multiple times but they refuse to remove the post about me.

  Business Response

  Date: 11/10/2023

  Hi,

  Thanks for reaching out.

  I'm sorry to hear about what's happening. I totally understand your frustration and I'm here to help.

  I checked your account history based on the email address you provided but I couldn't find any recent support interaction in our systems. Moreover, this complaint didn't include the website or the *** in question. In order for us to be able to support you at the best of our abilities and investigate this case, I kindly ask you to send us an email at ********************************** and provide us with as many details as possible. We'll follow-up there.

  I appreciate your understanding and cooperation. See you on our official support channels.

  
  Best regards,
  ***** Happiness Engineer @ Automattic

• Initial Complaint

  Date:11/07/2023

  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 cancelled an account with them over a year ago. They continue to charge me even though the account shows I have nothing active. Because of this status i'm not allowed to use the chat system that would allow me to reach them. Essentially they are charging me with no way of contacting them.

  Business Response

  Date: 11/13/2023

  Hello

  Thank you for your message. Please would you contact us using our usual support channels here: ************************************************************

  I do see that there was a charge on what appears to be your account recently, and that charge has been disputed. We can discuss this further with you directly by email. Please be sure to email us using the same email address you use with your WordPress.com account.

• Initial Complaint

  Date:11/01/2023

  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.

  My website has been managed through WordPress for a couple of years now. Recently, I stopped receiving email notifications for new orders. I have tried repeatedly to contact WordPress for support, but they have not responded to my emails nor do they have a phone number listed on their website. In fact, the phone number listed on the BBB website is for another company, which is very concerning. I have searched for hours looking for any other contact information for them but to no avail. I simply want to ensure I receive notifications for all new orders. We've set everything up correctly but it's still not working. This must be resolved!

  Business Response

  Date: 11/10/2023

  Hi,

  Thanks for reaching out.

  I'm sorry to hear you're experiencing issues with your WordPress.com website. I totally understand your frustration and I'm here to help.

  I checked your account history and couldn't find any recent support requests on our system related to your site.
  In order for us to be able to support you at the best of our abilities and investigate what's going on, I kindly ask you to send us an email at ********************************** and provide us with as many details as possible. We'll follow-up there.

  Otherwise you can log into your WordPress.com account and contact us via live chat, which will verify you as a user and speed-up the process.

  I appreciate your understanding and cooperation. See you on our official support channels.

  
  Best regards,
  ***** Happiness Engineer @ Automattic