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:11/17/2022

  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.

  I apparently provided you with a wrong address for WordPress in my complaint #********.Please open a new complaint with the following information.(It is difficult to find info about this organization, which is part of my problem.)This is all I could find on the internet:"Automattic is the *************-based operator of WordPress.com, Jetpack, Longreads and WooCommerce." Phone: ************** Address: ***************************************************************************************************************** Wordpress.com takes you to the respondents ********************************* ************** I was told that my account was transferred to "godaddy." COMPLAINT I discontinued WordPress last April due to security breaches (e.g., email hacked) and terrible service. WordPress continues to harass me with emails, upgrade my site (which is now inaccessible), and DEDUCT MONEY FROM MY BANK ACCOUNT (thus far WordPress has (partially) refunded my money, after much difficulty).I have notified WordPress numerous times about this situation but they will not go away; yesterday I received another notification that my (defunct) site was upgraded).Please help

  Business Response

  Date: 11/21/2022

  Hi there,
  
  My name is Pax, I'm a Happiness Engineer with WordPress.com and I'd love to help.

   

  The site you mention getting support from 24x7wpsupport.com, is a third party service, unaffiliated with WordPress.com. Searching the phone number you list, **************, also pulls up some information about issues other users have had with this service.  If they've charged you for a service which you haven't received, I'd encourage you to seek them out and discuss what can be done.

   

  I'm not seeing any paid WordPress.com upgrades through the account affiliated with the email address you list.  If you have a site hosted with WordPress.com, please send us an email at [email protected], that way we can discuss the particulars of your site, as we're not allowed to get into the specifics of your account here.  If your site is hosted at GoDaddy they can be reached here for support: https://www.godaddy.com/help/contact-us

   

  WordPress is open source software for which there are many possible hosts.  WordPress.com and GoDaddy being among them.

   

  Please get in touch with us via email and we'd love to discuss this with you.

  Customer Answer

  Date: 11/22/2022

  Complaint: 18419663
  
  I am rejecting this response because:

  I purchased a software product from WP.

  WP connected me with "24x7wpsupport.com.

  I was told that I had to buy an upgrade to my support program so that automatic WP, not 24x7wpsupport.com, upgrades would not disable my website.

  I yielded to this bait-and switch support tactic, eventually one of the reasons I dropped WP.

  Note that these kinds of problems with WP are well documented on the internet.

  Someone is still deducting money from my bank account (although refunded to date, with difficulty) as a result of my contract with WP.

  WP should not pass the buck and should resolve continuing problems they originated.

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

  Business Response

  Date: 12/03/2022

  Hello ******!
  
  Our records show that the domain evolution-of-consciousness.com has never been used on WordPress.com. The receipts you provided confirm that the billing was done with the site 24x7wpsupport.com that we have no affiliation with.
  
  I also want you to be aware that WordPress.com and WordPress.org (free open source software used by millions of sites on various hosting providers) are two separate entities. 
  
  With WordPress.com we use WordPress.org software so you can build your site with us. We install WordPress and take care of all the updates, the backups, and the security for you. 
  
  A WordPress.org site is when you find your own host and install the WordPress software there. You are then virtually unlimited in what you can with your site, but you are also responsible for taking care of updates, backups and security. In case something breaks, you have to figure out how to fix it. 
  
  There's a great side by side comparison of the two right here: https://en.support.wordpress.com/com-vs-org/ 
  
  If you decide to give WordPress another chance and want to build a site with a trusted hosting provider, I honestly believe that WordPress.com is a better option as we take care of a lot of the technical parts of WordPress so you don't have to worry about it. You can just build your site. 
  
  You can take a look at our plans and sign up from here: https://wordpress.com/plans/ Once you sign up, you can reach our own support team for any help at https://wordpress.com/help/contact and we'll be ready to assist you with any questions.
  
  I hope that's helpful and clarifies things for you. 

  Customer Answer

  Date: 12/06/2022

  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,
  
  *************************

• Initial Complaint

  Date:10/28/2022

  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.

  September 17 2022 Submit a cease and desist notification for trademark infringement Request to remove contents of the site www.awpwindowbreaker.com and its shopping cart in violation of my trade dress ********* (ref document of my trademark attached) by selling a counterfeit product (ref screenshot) of the American-made resqme tool (for more details, visit www.resqme.com - ref picture of the resqme tool attached).Automatic reply considering no infringement as long as we have not resolved the invalidation request of my trademark made by the infringer is resolved.Submitted multiple notifications on ****, 9/30, & 10/15 to remind Wordpress' legal department about the previous notice of infringement and confirm them that my trademark ********* remains valid and enforceable until and if this cancellation pending case is resolved (ref emails on pdf attached).

  Business Response

  Date: 11/02/2022

  Hello,
  
  We have reviewed this complaint and we're unable to determine whether there is merit to your claim.

  As mentioned previously, we are happy to comply with a court decision supporting resqme's position.

  Regards,

• Initial Complaint

  Date:10/25/2022

  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.

  dear ************************,i need some technical, phone help for my wordpress account.can you please call me at: **************?thank you,****** ******************* /hps

  Business Response

  Date: 10/26/2022

  Hello ******,

  Thank you for reaching out to us but we do not provide phone support for WordPress.com accounts at this time. We are happy to help you 24/7 if you reach out to us via chat or email at https://wordpress.com/help/contact (if you have Premium Support, you can access live chat). 

  Thank you for your understanding and we're eager to help! 

   

  Customer Answer

  Date: 10/26/2022

  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,
  
  ***********************

   

  they have failed to offer me proper support and i have NO link to use their free chat options.

   

  not fair

   

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

• Initial Complaint

  Date:10/21/2022

  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 opened an account with WordPress.org. (Some web hosting for which is ostensibly by BlueHost.com, ostensibly associated with WordPress.com.) PROBLEM-My username, password, and email address have been rejected on a particular WordPress generated site. This site has no email or phone numbers. It does have WordPress blog(s) that malfunction. Apparently, the last posting was in 2020. WordPress has not been helpful, although referring me to http://AfricanHebrewIsraelitesofJerusalem.com/wordpress/wp-login.php, as the link(?) proved to not exist. A "404 error". Yes, I have no patience with technology per se, and told WordPress so, harshly but without expletives. ACTION- Make. It. Function. Have WordPress volunteers (?) provide efficient, uncomplicated service, even at the free basic level. Have the contact "@" email addresses of all responsible persons clearly stated at the beginning of all WordPress client and administrative sites. ****************** was not in plain view on the WordPress sites.

  Business Response

  Date: 10/25/2022

  Hello
  
  
  > I opened an account with WordPress.org. (Some web hosting for which is ostensibly by BlueHost.com, ostensibly associated with WordPress.com.) PROBLEM-My username, password, and email address have been rejected on a particular WordPress generated site. This site has no email or phone numbers. It does have WordPress blog(s) that malfunction. Apparently, the last posting was in 2020. WordPress has not been helpful, although referring me to http://AfricanHebrewIsraelitesofJerusalem.com/wordpress/wp-login.php, as the link(?) proved to not exist. A "404 error". Yes, I have no patience with technology per se, and told WordPress so, harshly but without expletives. ACTION- Make. It. Function. Have WordPress volunteers (?) provide efficient, uncomplicated service, even at the free basic level. Have the contact "@" email addresses of all responsible persons clearly stated at the beginning of all WordPress client and administrative sites.
  
  
  Thank you for your feedback. I understand that you need help accessing the site `AfricanHebrewIsraelitesofJerusalem.com`. As you mention in your message, this site seems to be what we refer to as a self-hosted WordPress.org site that is hosted with Bluehost. As a result, we are unable to assist you with this request as we don't have access to WordPress sites that are hosted outside WordPress.com.
  
  
  You can read more about the difference between WordPress.com and self-hosted WordPress.org sites here: https://wordpress.com/support/com-vs-org/
  
  
  I recommend that you contact the site owner or, if you are the site owner, Bluehost for help regaining access to the site. An alternative is to head to https://africanhebrewisraelitesofjerusalem.com/wp-login.php where you can try recover your password for the site by clicking on the "Lost your password?" link. This will then take you to an account recovery page for this site.

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18293594
  
  I am rejecting this response because: THE **** REMAINS, I WENT TO www.AfricanHebrewIsraelitesofJerusalem.com, A CLIENT WEBSITE OF WORDPRESS. I TOUCHED THE LINK FOR www.WordPress.org. I ESTABLISHED AN ACCOUNT. UPON RETURNING TO www.AfricanHebrewIsraelitesofJerusalem.com, MY USERNAME, EMAIL ADDRESS, AND PASSWORD WERE NOT RECOGNIZED. AND THERE IS MORE. REGARDING THE WORDPRESS SITE, THERE IS APPARENTLY NO PHYSICAL ADDRESS  AND/OR PHONE NUMBER LISTED ON THE ***** A MR. ********* ******************** IS OSTENSIBLY IN CHARGE, BUT HIS EMAIL WAS NOT CLEARLY LABELED. I WENT TO THE Mullenweg.com PART, BUT THAT SITE IS NOT WORDPRESS RELATED. IT WAS JUST MY LUCKY GUESS WHAT "****"' SPECIFICALLY MEANT ON THE **** BOTTOM, MATCHING A NAME IN THE "OUR STORY" SECTION. THIS IS NOT LIKE "CONTACT US" IN CHARACTER. AS FOR THE CLIENT SITE, IT HAS NO EMAIL ADDRESS OR PHONE. (I AM DEALING WITH THAT MATTER VIA OTHER MEANS.) AS FOR WORDPRESS NOT HAVING ACCESS TO SITES HOSTED OUTSIDE WORDPRESS, I SHOULD NOW THINK IT PECULIAR THAT THE CLIENT SITE EVEN HAS A WORDPRESS LINK. I WILL CONTINUE TO TRY THE CURRENTLY NON-FUNCTIONAL LINK MENTIONED IN THE WORDPRESS RESPONSE.

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

  Business Response

  Date: 10/30/2022

  Hi there!
  
  > THE **** REMAINS, I WENT TO www.AfricanHebrewIsraelitesofJerusalem.com, A CLIENT WEBSITE OF WORDPRESS. I TOUCHED THE LINK FOR www.WordPress.org. I ESTABLISHED AN ACCOUNT. UPON RETURNING TO www.AfricanHebrewIsraelitesofJerusalem.com, MY USERNAME, EMAIL ADDRESS, AND PASSWORD WERE NOT RECOGNIZED. AND THERE IS MORE. REGARDING THE WORDPRESS SITE, THERE IS APPARENTLY NO PHYSICAL ADDRESS  AND/OR PHONE NUMBER LISTED ON THE ***** A MR. ********* ******************** IS OSTENSIBLY IN CHARGE, BUT HIS EMAIL WAS NOT CLEARLY LABELED. I WENT TO THE Mullenweg.com PART, BUT THAT SITE IS NOT WORDPRESS RELATED. IT WAS JUST MY LUCKY GUESS WHAT "****"' SPECIFICALLY MEANT ON THE **** BOTTOM, MATCHING A NAME IN THE "OUR STORY" SECTION. THIS IS NOT LIKE "CONTACT US" IN CHARACTER. AS FOR THE CLIENT SITE, IT HAS NO EMAIL ADDRESS OR PHONE. (I AM DEALING WITH THAT MATTER VIA OTHER MEANS.) AS FOR WORDPRESS NOT HAVING ACCESS TO SITES HOSTED OUTSIDE WORDPRESS, I SHOULD NOW THINK IT PECULIAR THAT THE CLIENT SITE EVEN HAS A WORDPRESS LINK. I WILL CONTINUE TO TRY THE CURRENTLY NON-FUNCTIONAL LINK MENTIONED IN THE WORDPRESS RESPONSE.
  >
  >H Ragin Jr

   

  I hope I can help!

   

  The site www.AfricanHebrewIsraelitesofJerusalem.com is not hosted with us here at WordPress.com, but appears to be hosted through BlueHost. WordPress.org is an open-source software for creating web content, and can be hosted by any company in the world who wants to provide WordPress hosting, not just WordPress.com. This guide helps explain the difference between WordPress.com and WordPress.org in more detail: https://wordpress.com/support/com-vs-org/

   

  Since you mentioned you touched the link for www.WordPress.org and established an account, it sounds like you created an account through WordPress.org's site, in which case you could log back into that account here: https://login.wordpress.org/

   

  Logging in there won't get you access to the site you mentioned above, but you will be able to access the account you created originally.

   

  If you're interested in building a site with WordPress software and want to consider WordPress.com hosting to have more access to our team of support engineers, check out our plans and pricing here! https://wordpress.com/pricing/

   

  I hope this helps! Have a great day.
  

• Initial Complaint

  Date:10/17/2022

  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 have been unable to login to my woocommerce site for over 6 weeks. Every time I try to login with the correct information I get an error message and now my site is crashed. I am unable to receive orders. When I tried to contact *********** support, it says I can only contact support by logging in when I clearly cannot. I have had this account for over a year and a half and the website always crashes, nothing but error messages, Im paying for subscriptions that dont work and hosting fees even when my site is crashed.

  Business Response

  Date: 10/18/2022

  Hi there, 

   

  Thank you for sharing that screenshot. It appears your site is experiencing a critical error. Kindly note that this is not necessarily a WooCommerce issue in and of itself. 
  
  There are several reasons why you can experience a fatal error like this. The most likely reason is that you have a plugin conflict on your site that's causing this. To be able to identify which plugin is causing this, you'll need to access your site in some other way to figure that out. We suggest contacting your hosting provider or web developer if you have one to assist with this.

   

  Regarding your inability to contact WooCommerce, you can contact us via live chat via https://woocommerce.com/ When that opens, click on "log in" Screenshot here: https://d.pr/i/ZrTS1m
  
  You'll be prompted to log in using your WordPress.com account. 
  
  Once you're in, you can contact support from this page, https://woocommerce.com/my-account/create-a-ticket/
  Please follow the steps on the form on that page, and you'll be able to send your request to us directly. 
  

   

  contact us via live chat, then you can do so by accessing your WooCommerce account via https://woocommerce.com/ When that opens, click on "log in" Screenshot here: https://d.pr/i/ZrTS1m
  
  You'll be prompted to log in using your WordPress.com account. 
  
  Once you're in, you can contact support from this page, https://woocommerce.com/my-account/create-a-ticket/
  Please follow the steps on the form below, and you'll be able to send your request to us directly. 
  
  

  If you're unable to contact us by logging in, please email [email protected] from your registered email address, and we'll respond via email.

   

  You're welcome to contact us directly or respond here if you have any more questions. 

   

  Cheers

• Initial Complaint

  Date:10/13/2022

  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.

  On July 24, 2022 I made a purchase on WordPress.com. On July 25, 2022, I contacted WordPress.com by email because I was not able to locate a cancel and refund request option on their website. I did not receive a response to my request to cancel and be issued a refund.Based on their cancelation instructions and refund policy that is stated on their website, For yearly plans, refund period is 14 days for all plan purchases and renewals, I am entitled to a full refund. I requested a refund from WordPress.com because their website/my account did NOT allow me to process or request a refund based on their policy and instructions. I made several attempts to cancel and request a refund, through email and their website, within the timeframe of WordPress.com refund policy. Their website is difficult to navigate and they do not offer a customer service phone number.I followed all cancelation and refund instructions on their website and I contacted them for assistance by email, all within the timeframe of WordPress.com refund policy.I was unable to cancel my account and request a refund because my account did NOT show an option to cancel and request a refund.Wordpress.com has not responded to my last email and has not issued me a refund.

  Business Response

  Date: 10/26/2022

  Hello!
  
  Our team reviewed the WordPress.com account of *************************. We can confirm that the very first time they contacted our support was on 2022-08-25. On that date, their purchases had already been outside the refund window as per our policy: https://wordpress.com/en/support/refunds/ 
  
  Nevertheless, I can confirm that a full refund of the amount they paid had been processed on 2022-10-20.
  
  Bets regards!

  Customer Answer

  Date: 10/26/2022

  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,
  
  *************************

• Initial Complaint

  Date:10/01/2022

  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 the trial of the Pro Plan July 11th, 2022. The service was to complicated to use and could not get support. I canceled the trial on July 15th, 2022. I was charged $180.00. I purchased my domain grizzlycreditsolutions.com from Godaddy.com in the beginning of July of 2022. ICANN prevents you from transferring a domain for 60 days after purchase to help prevent fraud. Therefore WordPress DID NOT provide me with a domain, transfer my domain and has nothing to do with it. They refunded $162.00. I have made many attempts to contact them with no response. Even though its a small amount they kept, just think of all the people they are doing this to and making millions due to they have made it so difficult to contact them with the proof you have. A lot of people give up, I AM NOT. I want to know why they kept the money and a refund plus interest at this point.

  Business Response

  Date: 10/02/2022

  WordPress.com does not offer any trials. When someone signs up, they are making an annual purchase. Our public documentation as well as confirmation during checkout shows our refund policy, and domains are not refundable after that amount of time. We allow anyone to use a registered domain with any host, and the ***** restriction is not implemented by us. We reply to all customer requests we receive and have public information about how to use a domain until it's ready to be transferred (https://wordpress.com/support/domains/change-************/).

   

  Anyone can contact us at any time right from their account where a purchase is made, as well as cancel it on their own at any time.

• Initial Complaint

  Date:09/24/2022

  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 been unable to login into my wordpress account using the details I always use. Trying to recover my account did not work as Im not being send any email under recovery. I got a link sent under a login link and then sent a text to a NUMBER I DO NOT RECOGNIZE. This is extremely careless and Wordpress just sent my login details for my BUSINESS to a stranger. I have no way of contacting support because I CANT LOG IN.

  Business Response

  Date: 09/26/2022

  Hi,

   

  I am sorry to hear that you are experiencing difficulty accessing your WordPress.com account and reaching support. We have replied internally directly to the email that you have shared here, in an attempt to help you regain access to your account. For Account Recovery, you can try this form here: https://wordpress.com/wp-login.php?action=recovery

  Best, 

  WordPress.com Help