Business Profile

Web Hosting

WordPress.com

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

81 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/09/2024
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 purchased a business plan from WordPress in September 2023 for $331. In December or January they "converted" it to a Creator plan and changed fundamental features that I used. I am asking for a pro-rated refund of the remainder of my 2 year subscription because it is now fundamentally a different product. I have tried to no avail to obtain a refund via chat (they refuse because the purchase was in September), but they have changed the product I purchased without my consent. I could have purchased any other product in September but went with WordPress because of specific features. They have changed those in the middle of the stream, misrepresenting what they are actually offering.I am including the original receipt which has the original plan name. Wordpress has changed the name of the purchased plan in my list of purchased items which seems very dishonest.
Business Response
Date: 02/14/2024
In December WordPress.com did rename our plans. However, this was a change in name only, and no features were changed. We are not able to offer a refund outside of our refund window, but will be happy to help you use your plan through our normal support channels.
All the best!
Initial Complaint
Date:02/07/2024
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.
They have been charging my account $19 every February for over 4 years and no amount of attempts to stop charging me for someone else's account has worked. They changed their name from WordPress to Automattic Inc. and bypassed the security settings in place to stop the charges. A refund would be great. Either way I want the charges to stop and they reply to emails with a bot telling me to simply log in. Too many years of this.
Business Response
Date: 02/14/2024
Hi there,
We do not have record of an account under this email, but will reach out to you directly to get more information to track down what this charge is for and cancel it if you wish.
Cheers!
Customer Answer
Date: 02/14/2024

Complaint: 21261620

I am rejecting this response because:

How would I have an email address to associate with an account if I dont even have an account? Im being charged for someone elses account I dont have access to.
Now I have two people from there reaching out to me too, telling me contradictory information.
I believe this business is a huge scam and this has been troubling to deal with year after year. They say they can refund $19 but none of the rest.
Why does **** respond to my email asking for all the details I just sent them? Because its a bot. Very frustrating and feels illegal.
Sincerely,

*****************************
Business Response
Date: 02/20/2024
Hi there,

Please reach out to us at ******************************* with your transaction ID from your bank statement. For more information on how to retrieve this transaction ID please check the following guide: **************************************************************************************************

Best,
Customer Answer
Date: 02/22/2024

Complaint: 21261620

I am rejecting this response because:
I have already provided that to them and was told it was being sorted.

Sincerely,

*****************************
Business Response
Date: 03/07/2024
Greetings. There is no link or reference to another conversation in this matter. I am unable to find the Transaction ID that was sent. Can you please provide that through this ticket?

The transaction ID is ten characters (numerals, letters) found on the bank statement, next to something like: WORDPRESS or WPCHRG.COM. More Information ? *********************************************************************************
Initial Complaint
Date:02/07/2024
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.
I have a wordpress account and need to communicate with a human customer service agent because I have not been able to solve the issue on my own or with the many BOT responses they send to my questions. The customer service sends me emails in the middle of the night when no reasonable human would be awake. I am paying for this service and they make it IMPOSSIBLE to use it. I am considering filing a lawsuit.
Business Response
Date: 02/23/2024
Hi there - You can contact our support via *******************************************. If you receive a bot/AI reply you can still continue to talk to us. We look forward to helping you soon.
Initial Complaint
Date:02/02/2024
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.
Just looking for actual support. ******** shares from EVERY other website have an image when I share them. Shares from my website do not show unless I edit the page, delete, and re-add the image to the post and then save.Two agents tried to tell me this is some sort of widespread issue with ********, but there's ZERO reports of anything like that online and shares work from every where else.There's a code issue somewhere (I use the block editor) and your reps don't seem to want to put in the work to find the problem.
Business Response
Date: 02/05/2024
Hi there, we have replied to your latest support inquiry in the WordPress.com support forum from Feb. 2, regarding the issue you're experiencing with the sharing image on Facebook:
***********************************************************************************************
If you have further questions about the technical issue you're running into, please feel free to reply in the forum and we'll be glad to continue assisting there.
Customer Answer
Date: 02/06/2024

Complaint: 21239800

I am rejecting this response because:
Pointing to a question thats gone unanswered and unacknowledged by ******** in their forums by their staff isnt really an acknowledgment of a problem. Youre just kinda pointing at a few people having issues without context, ticket numbers, or anything to actually show theres a systemic problem within ********.
It actually seems like theres a problem with Jetpack.
One of your reps even referenced that they saw an error in the formatting when they ran the tool on a specific image, though thats one of the people who just stopped talking when I continued to press on this issue.
Since its just a few users on the forum link, and WordPress hosts 810 million websites, its a fair guess that these folks are just more WordPress users having WordPress problems.
If I edit the post after its gone live. Delete the image and remove it from my media store. Then re-upload the exact same image. This fixes the image share and things look fine on ********. That doesnt sound like a ******** problem to me since nothing changes but the image on WordPress.
I told this to a rep and it was ignored.
Theres a problem with Jetpack that WordPress seems reluctant, or even adamant not to acknowledge
Sincerely,

*********************
Business Response
Date: 02/14/2024
Hi there,
As shared in our replies on the forums, this appears to be an issue with ******** interpreting the data we send them and the data is being set as expected. I would recommend connecting with ********'s support for further troubleshooting as we do not have access to their tools to determine why this is happening. If further help is needed, please reach out through wordpress.com/help.
Customer Answer
Date: 02/14/2024

Complaint: 21239800

I am rejecting this response because Wordpress has provided no actual proof that ******** has a problem. A forum post with two people mentioning issues in a ******** tech forum is not confirmation that ******** has an issue. Wordpress is what, 40% of the websites out there in this format? There's bound to be a few people posting on ******** about it, especially with the glaring lack of support Wordpress customers apparently get for issues like this.
********'s debug tool has indicated its found errors with Wordpresses metadata as formatted. Sometimes when I delete the photo from Wordpress, then upload the exact same image, then I can share the post to ******** with the image.
This issue is clearly in the lane of Wordpress support and needs to be addressed as a paying customer to **********************. Heck, even replying to messages from your customers on the forum would be preferable to this back and forth where you don't seem to want to actually look into the problem.
Sincerely,

*********************
Initial Complaint
Date:01/10/2024
Type:Customer Service 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.
Ive had a blog through WordPress.com since August 2020.It can be found at: Epileptaste.com I took a couple months off this summer from posting a blog but, when I tried to log in, I received a message that I needed to get the Jetpack app in order to post blogs.But now the Jetpack isnt functional.So I went back on my PC to log in and have found that I am unable to do so as there is now no record of my email address.My domain does exist but my blog site Brain Wars via epileptaste.com on my domain does not populate. My content is gone. And this blog which Ive actively used for over 3 years is now, according to my Wordpress, not only empty of content but there is a little tag below it saying Coming Soon.Wordpress is famously bad at providing customer support. But they charged me/I paid $115 on 10-01-2023 to keep my domain which should maintain my blogs within it.Receipt ID: ******** Transaction ID: ***************** And my blog is now empty and inaccurate and inaccessible to **** can still access it via my iPhone JetPack. But this app too has become non functional (ie it wont update or post new blog entries).
Customer Answer
Date: 01/11/2024
Hello this has been resolved! Thank you SO MUCH for your help!!!!!!!!!!!!!!!
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!

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