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:01/17/2023

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

• Initial Complaint

  Date:11/20/2022

  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.

  Weve been with Wordpress since 2017 as they are the only platform that can handle our large website. Every year Wordpress rolls out a new update between October and December that causes business customers to lose money and have increased stress. Wordpress never announces the updates and denies them when you go to customer service. We have record of what happened each year, and this year was the final straw. After emailing them on Nov 2nd about having no scheduling feature among other things, we got no response for two weeks. When I finally escalated, I finally got through on chat to learn they had blocked me on chat and email with no intentions of solving the problem. Now they are saying I cant use customer service but my website still isnt working. A business cant block a paying customer from customer service, nor is it professional. If Im not going to get business level service, I should get a refund.

  Business Response

  Date: 12/04/2022

  Hi *******,

  We offered you a refund in an email sent on Nov 20.

  In case the email didn't reach you, I'm pasting a copy of it below. To reply, please respond to [email protected].

  I'll also contact you via WordPress.com to be sure you know there is a refund available.

  ----

  Although the refund window has passed, I can arrange for an exception to be made and to refund the $150 you paid on 2022-08-28.
   
  If you'd like to go ahead with canceling your plan and getting a refund, please cancel the plan from this page:
   
  https://wordpress.com/me/purchases/thegameofnerds.com/7778531
   
  Let me know once you've done that and I can issue the refund.
   
  Just to let you know, refunds usually take about ten days to appear on your statement. For credit card refunds, it may take up to 1-2 billing cycles for the refund to appear. If you paid by PayPal it's likely to be much quicker. 

  ----

  Customer Answer

  Date: 12/04/2022

   
  Complaint: 18442219
  
  I am rejecting this response because: I specifically asked for a call, not a refund. We wish to stay with Wordpress as it's the ONLY option we have as a small business, and they know this. We just would like the services that we are PAYING for. Wordpress continues to block us on chat, not answer emails for weeks on end, and offer no solutions after our original request was made on November 1st. I only got this refund email today. It's the first response in over 2+ weeks. Last year, we were told that they wanted to work with us to find these errors after YEARS of seeing the same pattern, and this year we've been just blocked and ignored. Since we've had Wordpress in 2017, we've always had the ability to call and schedule zooms with Wordpress ***************** I don't know what changed this year in terms of their customer service, but we were never notified. The emailing back and forth is not working and making customer's angrier especially when its taken 2+ weeks for a response. Then when customers escalate, they end up getting a Wordpress manager who assumes he has the right to just block paying customers from services they specifically pay for. We just want a clear answer on what's going on. Why Wordpress is continuing to act like we don't have a history? If you are rolling out updates and changing customer service options in business plans why are customers not being notified? All of this could have easily been solved weeks ago, if Wordpress was being a honest business and cared about its customers. 
  
  Sincerely,
  
  ***************************

• 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:11/16/2022

  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.

  My organization used Wordpress.*** to setup a free website in the past. The only known person with login information passed away. We have tried to reclaim the account, but the only options to prove ownership involve using an email address to confirm ownership (which we no longer have as it was connected to our previous internet provider) or to use an account ID, which we also do not know if anyone has access to. The most recent secretary was dismissed and claims no knowledge of any records with this information. We have exhausted each option for account recovery on the wordpress website, even finding someone else who uses wordpress with a paid account to try contacting their live support, only to be told that they would not help us without proving ownership. We have been trying for months to determine a way to access the website to either permanently take it down or, even better, to make it useful again by updating data concerning prominently displayed employees that were fired and should not appear on the website. I am willing to provide verification that I am authorized to modify the webpage through the Washington secretary of state website as well as our internal meeting minutes, but I just need wordpress to communicate with me by understanding that I am unable to prove ownership through the 3 methods they list, primarily due to how we do not have access to the email account that was used to setup the website. Please help me in conveying my dilemma to them and hopefully establishing contact.

  Business Response

  Date: 11/20/2022

  Hi!

  > My organization used Wordpress.*** to setup a free website in the past. The only known person with login information passed away. We have tried to reclaim the account, but the only options to prove ownership involve using an email address to confirm ownership (which we no longer have as it was connected to our previous internet provider) or to use an account ID, which we also do not know if anyone has access to. 

  While we do sympathize with the difficulty you're facing in this circumstance, without some verification to prove account ownership, we absolutely cannot provide access to an account. This is for the sake of your privacy and security. When there are purchases on an account, we can use information from those transactions to verify your identity, but if there are no purchases, no access to the email address on the account, and no other distinct identifiers, there isn't much else we can do.

  > We have been trying for months to determine a way to access the website to either permanently take it down

  However, one thing we can do in these circumstances is make the site private, so that it is no longer accessible to anyone but authorized users. If you do discover account information down the line, you would still be able to log in and edit the details of the site, and in the meantime, it would be offline to the general public.

  If you'd like us to go ahead and proceed with this option, please respond to help@wordpress.*** with any information about the site so we can locate it, and let us know that you'd like to make the site private, perhaps with this same summary of events as you've given here. 

  Thank you!

  Customer Answer

  Date: 11/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  In your first statement you will not allow me to access the site because you cannot verify account ownership, but the second statement is that you would make the website unavailable to public viewing without being able to confirm ownership by your methods. 

  My organization has utilized this method of contact through the "help" email address and has not received any response. We have been on the phone with one of your representatives through a different account and were still not given any meaningful assistance. I need to have direct email or phone contact with someone who is willing to work with my concern, even if it just to shut down the account.

  I am listed on the Washington secretary of state website as connected to this entity. I can provide notarized statements of fact for identification. I can provide bylaws with meeting minutes showing that I am authorized to operate in this role of authority to access this account. I am willing to provide everything we have available to us, which is more than reasonable in lieu of an account number.

  I am fine with taking the site down so that there is no debate as to me chaning information on the site, but I need a direct person to contact rather than the general help email that has not rendered any positive progress thus far.
  
  
  
  Sincerely,
  
  
  
  **** *****