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:06/23/2023

  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.

  My business website called bodymindsoulshamanichealing.com is on bluehost.com *************) domain and website builder support is from wordpress.com *************). On 22 June, 2023 at around 3:45 to 4pm est, as I called wordpress.com to update my website, they connected me through GoTo meeting and asked to share my screen which showed my website. I was placed on hold and within few minutes noticed on my computer screen, very confidential and private files that I had not opened, were being opened. I asked if he (Mr. ** was opening my files and the answer was no. I tried to take control of the mouse and it was not available to me. At this point after few minutes of trying to get control of my computer, I crashed the system and hung up the phone. Called the same number to ask for a manager or customer service. spend a lot of time on the phone trying to get them to understand that there was data breach and potential identity theft. Response was "we are not allowed to do that/access". Manager (Mr. ** called me around 6 pm est and said they have launched an investigation. I asked to look for key strokes from the time (around 4 pm est on 22 June 2023) my computer was connected to their GoTo meeting and to inform me of the outcome. Along with everything else I am doing post the incident, I need to know how much and what information was stolen from my system. This is not good business practices or safe business practices for this Company in serving its customers who are also paying customers for their trusted service. Poor oversight, business practices, non professionalism and lacks integrity.The data breach was serious with personal information. Since then there is a FTC report filed for data breach and ss fraud alert completed.My website update is on hold at this time since I do not trust the person who may be on the other end of the phone coming to help, who sees all my credentials on their website and I do not know who they are and what they are up to!

  Business Response

  Date: 06/29/2023

  Hello,

  Thank you for getting in touch with us. The experience you've described sounds awful, and we want to do what we can to support you in this.

  We see that your site is a self-hosted WordPress installation on Bluehost, and that you have a Jetpack account with **********************. We have seen no indication that your Jetpack account has been compromised. Because the site itself is hosted on Bluehost, you would need to work with their support team for assistance with securing your account there.

  We also want to clarify that our support options include live chat and email support only (************************************************************). We do not ever offer any kind of phone support, and can confirm that the phone number you called was not in any way associated with WordPress.com or Automattic, **** In all likelihood, this was a fake support site intended to get access to sensitive information. As such, we strongly recommend that you work with Bluehost to secure your account.

  If you have any other information about the people you contacted, such as a website address (URL) or another phone number, this information might help us investigate this further.

  Again, our sincere sympathies on this situation.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20228224
  
  I am rejecting this response because: I have been depending on both Blue host (domain for my website) & wordpress (when the website needs update with website builder support) for 2 years. Have receipts of payments made to them for the support. What happened in this situation is that the website builder support person (Mr.O) connected with me (as usual) via GoTo meeting and started stealing my personal & confidential files that were not even displayed. What was displayed on the screen was my website that needed support to update. I saw many files flash by. Listed below are the two links that belong to wordpress and bluehost, respectively.

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

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

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

• Initial Complaint

  Date:06/07/2023

  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.

  Request #******* My name is ***, I'm a Happiness Engineer with WordPress.com and I'd love to help. Thank you for providing this information. This purchase was made on December 15, 2022 for the Premium plan for **************************************. It was purchased by the account larrystirz ************************** This was email received 5/25 from them.Since that time I have sent 3 more emails through ************************ as they requested and they do not answer.This account is for my dad who is 89 and being taken advantage of. He does not want or has ever used this service for years.I can provide POA if needed Please cancel and send proof

  Business Response

  Date: 06/14/2023

  Hello ********!

  I reviewed your email exchange with us. I was able to find two email messages sent by you to which we replied stating how to cancel the purchase on your own. 

  Given that you had provided the transaction details, we could have gone further and just turned off the autorenewal for the purchases and/or cancel them directly for you. We didn't do it back then. I apologize for the unnecessary longer wait on your end to get this handled.

  I went ahead and canceled the purchase so no future charges will occur. No refund is possible since all your emails have been received months after our 14-days-long refund period ended.

  I hope that solves the case for you.

  Thank you for speaking up and thus giving us an opportunity to improve our customer service.

• Initial Complaint

  Date:05/17/2023

  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.

  Hello WordPress,I created an account with the email address assigned to this bbb concern. I was using the beta version which locked me out of my working version (halotlc.vintage)I created this user name on ********************** I have not been able to login to wordpress and get my working layout which was extensive. I contact Wordpress support who had no access to the account and tried again with no success. Due to the fact this was a beta version, I fear that this might be a hard issue to resolve. I spent about 80 hours learning the process and building my site.How do I fix this? Contact online has no support to fix this problem.I have the choice of just dropping all the work and going some where else. Even if I pay online to fix the problem, the help has no access to my account and can not fix the problem. The problem is with the beta code allowing multiple accounts in the creating then assigning the main account to an area which was not the area worked on.I linked photos from Flickr so the load was light on WordPress and this work well. The issue I find is login to the right study.Thanks for looking into this.

  Business Response

  Date: 05/23/2023

  Hello there,
  
  Thank you for contacting us. 

  To check further on your inquiry with your website, please reach out to our Support team on ******************************** From there, we can check further and update you with our findings.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20071743
  
  Thanks

  please excuse the delay as I will try to reach out again with the control number I received from BBB

  If I can determine the investment of the site and it works I understand that I pay for having it activated when ready.

  i also understood that beta is beta and what I had not tested was joining other packages to the build site.

  Thanks for the response, I hope I can get help to get my study back. I hope to access the right area with the help desk.

  Check To see if my issue is common among others. Let me know if you have any questions.

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

  Business Response

  Date: 05/31/2023

  Hello there,
  
  Thank you for contacting us.
  
  Our support team have reached out to you in your email address shared here to help you with your website and account access. This is the subject of the email `Regarding your recent complaint on BBE about your site and account access`. Please check and reply to our email so that we can help you with your issue.
  
  We can assist you from there and help you with the issues.
  

  Customer Answer

  Date: 06/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find the study now in order.

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

• Initial Complaint

  Date:05/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am sick and tired of reporting my stalker's hate shrine about me on your website: ************************************************ she has been posting pornographic threats about me and about VERY SMALL CHILDREN AND BABIES and animal abuse, and despite her violating your TOS, you have wrongly let this go on. You need to remove her account without any excuses.

  Business Response

  Date: 05/18/2023

  I'm deeply sorry to hear about the distressing situation you've described, and I can understand your urgency and frustration. Please be assured that at WordPress.com, we take violations of our Terms of Service very seriously, especially when they involve harassment, threats, or any kind of inappropriate content.
  
  While I cannot share specific details of our investigation or its results due to privacy policies, I can assure you that any content found in violation of our policies will be dealt with appropriately, which can include content removal or suspension of the offending account.  I understand how difficult and stressful this situation must be for you, and I want to assure you that we're committed to fostering a safe and respectful environment on WordPress.com. Your patience and understanding while we look into this matter is greatly appreciated.

  If you need any more assistance with this, please don't hesitate to reach us at **************************************************

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20054072
  
  I am rejecting this response because the offending content is still live ************************ dot wordpress dot com. This entire hate blog based on libel against me needs to be removed at once. Every single post has my name (Koriander *******) all over it with disgusting and distressing things attached.
  
  Sincerely,
  
  Koriander *******

• Initial Complaint

  Date:04/11/2023

  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.

  I've been a customer for over five years. They did away with the most basic method of writing (just type - like with every other word-processing program out there) and replaced it with block editing and some others that I hate. Now I would have to pay to use a basic word processing format. Bad business decision and part of the reason I am moving on after so many years.Next: I turned off the auto-renew setting for purchases and set them all to manual. I like to control when I spend money. Turns out, Wordpress changes the settings back to auto-renew after you make your yearly payment. Why would they do that? Money. I don't like greed and misdirection.As a result of them resetting to auto-renew, I've been charged over ****** since late last year. It messed my account up. They flat out refuse to refund me. I've leaving.Next: My blog posts are now disappearing despite me saving them manually multiple times while editing them and there is an auto-save feature. I lost half of a post I was really pleased with this week. This can't happen again. The purchases section is totally confusing and it appears I am being charged for a site that I am not even using nor ever have. I would like a refund while I move my content away. I really liked Wordpress the first few years. This is a shame.

  Business Response

  Date: 04/12/2023

  Hi there,

  I'm sorry to hear your opinion has changed over the years, but we would like to help further! First, to address the concern over the editing system: you can still access the classic editor. We have created the new Block Editor for building modern websites suitable for today, but the choice remains there for you to use the previous editor if that is what you prefer. In fact, within the Block Editor itself, you can add the "Classic Block" which has the same features as before, and you can continue writing as you did before.

  About the auto renewal, we have a system log where we can see changes to the account, such as the turning on/off of auto renewal. Please reach out to ** by email from your account so we can pull up information specific to your case.

  As for blog posts disappearing, are you referring to not-yet-published drafts that are not saving? There is an auto save feature and a revision history where you can access previous edits. But again, please reach out to ** from your email so we can take a look for you.
  

   

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19921145
  
  I am rejecting this response because: I have already emailed Wordpress directly about all of my concerns multiple times, only to have my complaints dismissed and "explained" as you have, once again, as somehow being something "I" did.

  HERE ARE THE ***** OF THE CASE:

  I set all of my accounts to MANUAL RENEW at some point last year. Wordpress reset them all to auto renew without my knowledge, and charged me without my authorization. I simply want a refund for those charges.

  This company's policies have morphed into a cash grab like so many others nowadays. What happened to valuing your customers? Happy customers stay. Unhappy customers leave. Greed is unsustainable.
  

  In order to access ALL features of Classic Editor (which used to be the default as it incorporates the most basic functions of ANY word processing application), I must now order the 300-dollars-a-year Business Plan in order to use the plugin required. This is so far from easy and intuitive. It's also insulting that I should pay that much for a simple word processing program.

  When editing the post where all of my updates disappeared, I repeatedly saved as I edited the post and I'm assuming the auto-save feature would have done the same. After I closed the blog and reopened it: ALL of the changes I'd made (which was almost the entire post), were gone. I checked the Revisions section and it didn't even acknowledge I'd worked on that post since December of 2022. How am I supposed to use a service where critical work *** or *** not be saved? You can't take chances like that!

  I'm trying so hard to stay with this company but they're making it impossible. I simply want a refund for the unauthorized charges.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/23/2023

  Hi there, *****,

  To be able to process a refund or to help you with the issues you have listed, please send us an email using the email address linked to your WordPress.com account.

  This way we will be able to check on the account, previous conversations, and also the possibility of issuing a refund.

  You can find us by going to this link: ***********************************************

  Thank you!
  

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19921145
  
  I am rejecting this response because: The business sent me a link which lands me on their generic help page with no direct link to communicate with them. I need to keep all of my communications with Wordpress here at the BBB where they can monitor, manage, and make public, all of my communications with Wordpress. My email address is ****************.

  I'm trying to find another blogging site but as I said before, if Wordpress could only deal with their customers with more respect, I would love to stay. It's my understanding, that they are losing market shares. Treat your customers right and your business is guaranteed to thrive.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/16/2023

  Hi there!

  Our support link send messages directly to us to be able to assist you with any issues. 

  Since you shared your email, ****************, I see that this is also linked to a WordPress.com account. 

  I sent you an email to continue our communication via email for any further issues you have. 

  Thank you!

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19921145
  
  I am rejecting this response because: I prefer to have all communications routed through this portal.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/19/2023

  Hi there,

  > I am rejecting this response because: I prefer to have all communications routed through this portal.
  
  To protect your privacy, it's not possible to discuss anything that involves account details and private information here. This is because this communication channel is public.

  Since your request involves account details and private information, we have sent an email to the email address you provided. We will be happy to continue through that channel.

  Best,
  

  
  

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 19921145
  
  I am rejecting this response because: I can't find the email you mentioned. Are you saying you cannot refund me based on the information you have already which includes my name and the name of the blog? You should have my credit card information on your books as the company already charged me without my consent. What information, specifically, will you need in order to issue a refund?

  I will not accept any responses without a statement here on this website, that you have refunded me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/06/2023

  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.

  Overcharged by Wordpress for a total of $1,000+ and its causing other payments being returned. Theyve been contacted several times, as has my financial institution, to no avail. At first, I only asked the wrongfully taken moneys replacement. But after receiving continuous urges in moving forward, without regard to their error, I want all transactions forfeited. They have been notified. Additionally, theyve been advised in moving forward as they will be reported. Three charges due to be refunded, as nothing has yet to be set up or utilized.

  Business Response

  Date: 04/10/2023

  Hello,

  I've reviewed your account and see that we chatted with you last week to resolve an issue where the eCommerce hosting plan had been cancelled for the wrong site after a chargeback was issued with your bank. During the chat, it was our understanding that you wanted to keep the eCommerce hosting plan active for your ************************** site so that you could continue to sell products, but that you wanted to cancel the eCommerce hosting plan for the motherinthejungle.com site. The issue was resolved in the chat so that you now only have one active eCommerce plan on your ************************** site and no active hosting plans on the motherinthejungle.com site. Because you issued a chargeback on the eCommerce plan that was cancelled, the refund will be issued by the bank where you initiated the chargeback. If you have not received it yet, please contact your bank.

  If this is not what you wanted, or if you also wanted to cancel the eCommerce plan on the justdesshirts.com site, please let us know.

  Thank you!

• Initial Complaint

  Date:01/17/2023

  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 have received emails with the heading: ****** News [****************************************] because of a subscription to cairnsnews.org. I don't want them any more, but the unsubscribe or manage subscription links do not work. Answering the mail with unsubscribe request does not work either. Blocking the mails which should send them to the junk folder doesn't work either.What can I do? Can you stop it! It is ****** annoying!

  Customer Answer

  Date: 01/25/2023

  I was able to unsubscribe with a different email program sorry for the inconvenience.

• Initial Complaint

  Date:12/29/2022

  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.

  Last year I was wrongly charged for a yearly subscription ($125) after I had cancelled my subscription. I was able to get a refund and WordPress told me they verified my subscription cancellation. However, today (12/29/22), I was wrongly charged again ($125) for the subscription I cancelled more than a year ago. This is a poor business practice that takes time and effort on my end to resolve, even after I told them I do not want to do business with them anymore. Not only that, but at this time of year, that amount of money can cause hardship in a family if they weren't planning on the expense. I want a full refund from WordPress and I want to be assured that my personal and banking information is removed from their system.

  Business Response

  Date: 02/06/2024

  Hi there,

  As requested, we have canceled and refunded this for you on 2023-01-20. 

  Cheers!

   

• Initial Complaint

  Date:12/21/2022

  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 signed up for advertised services, which was to be less than $3/month. I was charged over 80. I was redirected to another site where all kinds of confusing things were popping up on the screen. I was told I have a blogging site but it NEVER works at all, and there is a mess of confusion as to how to use any of it. I attempted to cancel my subscription many times in the last 2 weeks, but it now never lets me even log on, cannot recognize any of my emails accounts, and I get kicked off the site when trying to "chat". I sent a "chat" to cancel before I was kicked off again and it said it could not cancel my account, then redirected me in a circle to the same thing that did nothing to cancel. This is WordPress with Bluehost and it is an absolute nightmare of trying to cancel this completely false and very misleading advertisement to get a working blog. I want my information deleted from them after giving me a refund and stopping their billing.

  Business Response

  Date: 02/06/2024

  Hi there!

  This is the BBB page for WordPress.com, not Bluehost, so unfortunately we can't help resolve your issues with them as they are a separate company. If you are still having trouble and would like to consider us to host your site just let us know and we'll reach out directly by email with next steps. 

  All the best!

• Initial Complaint

  Date:11/22/2022

  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.

  After spending hundreds of dollars to setup my website with Wordpress, I was locked out of my website account. There is no way for me to reinstate access. Their system just runs me around in loops. I have tried everything to access my account and nothing works. they accepted hundreds of my dollars and then they locked my out of my account and made my website unuseable. If I put in my username and password, it tells me they are wrong. If I try to reset my password their system takes me to a non-functional page. If I click on support, it informs me that this company has NO support and leaves ALL of its support up to community members.This company is willfully scamming people out of hundreds of dollars.I demand IMMEDIATE access to my paid for products; OR I demand an IMMEDIATE refund of all funds provided to this company.

  Business Response

  Date: 11/27/2022

  Hi there! 

   

  Please note that we would never intentionally lock any WordPress.com users out of their account. I have also just tested our Password Reset Page and it is working as expected. It sounds like you have a purchase that needs attention. In that case, please send an email to [email protected] and include the unique transaction ID number found on your billing statement. With that information, we will be more than happy to help you regain access to your account. 

   

  Once you regain access to your account you will have access to all paid products. I hope that helps and our support team looks forward to hearing back from you! 

  Customer Answer

  Date: 11/27/2022

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