Complaints

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:07/05/2025

  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.

  Hello. My name is **** ***, a current high schooler. On July 17th, 2024, I bought a Wix premium business plan and a domain totaling to $225.90 off a high school ***** for a community service project. Barely 16 years old, I wanted to create a website for a high school project that I would need for only a few months. I bought the yearly plan as it would've been cheaper than paying monthly. After December of 2024, I no longer needed the website and just ignored it completely, thinking that after my subscription expired, my whole experience with Wix would be over. Recently, my dad informed me that I was charged for domain renewal on June 17th, 2025, and for a premium business plan renewal on June 30th, 2025, totaling to $477.90. This time, I was billed for a Wix premium business plan subcription and domain that was double what I paid for a year ago--without needing either the plan or domain nor knowing about any renewal, as if I did, I just would've canceled it. At the time of purchase, I never clicked on autorenewing the plan, as I knew already that I wouldn't need it for more than a few months. Clearly, Wix automatically and sneakily autorenewed my business plan and even increased the price by double. I requested a refund recently, but they denied it, saying that my situation didn't meet their policy. I'm very sad to see Wix taking advantage of a high schooler--by not telling me my plan was going to be renewed but even doubling the price and not offering me a refund.

  

  Business Response

  Date: 07/18/2025

  Hi ****. In order to prevent any disruption of service to your site, subscriptions for Wix services are set to renew automatically at the end of the subscription period.
  This is outlined in the Wix terms of use agreed upon at the time of purchase. Unfortunately, this falls outside our refund policy and a such there is nothing further we can do regarding this decision. 

• Initial Complaint

  Date:07/01/2025

  Type:Billing 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 am a small business owner who provides legitimate coaching and consulting services and uses Wix Payments as my primary payment processor. On June 4, a client accidentally initiated two chargebacks, which she immediately reversed. Another client experienced external fraud, and her bank flagged two valid payments as suspiciousno dispute was initiated. All payments, totaling $7,997, were valid and authorized.Wix froze my account on June 5 and requested documentation, which I submitted repeatedlyincluding voice recordings, bank confirmations, and signed client statements. Both clients are disabled, one with a spinal cord injury and the other with partial blindness. This makes communicating with banks even more difficult. Despite this, they have made efforts to verify both with their banks and with Wix the validity of these transactions and services rendered. Despite this, Wix has withheld $7,843, removed $230 in processing fees for funds I have not received, and deducted nearly $1,000 from June transactions to "cover a negative balance." They also continue to withhold $994 from the reversed chargebacks, which should have been restored.They have closed out multiple support tickets without valid resolution. Ive received only canned replies and no contact from their Risk or Compliance team despite requesting to speak with a supervisor and escalate it multiple times. Wix has failed to follow its own policies or regulatory standards. The freeze has devastated my business: Im unable to cover essential costs. I am now facing late rent, credit card fees, and reputational damage.I request immediate release of all funds, restoration of my payment capabilities, a full accounting of all deductions, and assurance that my business will not be penalized again for falsely flagged payments. Ive acted in full cooperation and good faith. Wix has not. (I tried to upload the settlement report with all charges, but it won't let me.)

  Customer Answer

  Date: 07/05/2025

  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 and the matter has been resolved. They have moved to return my funds. 
  
  
  
  Sincerely,
  
  
  
  ******** *******
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:06/22/2025

  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 a customer of ********************'s for numerous years and currently have a couple of websites. I thought I was going to use a business email address and paid for one of my choice. Shortly after payment, within minutes, I decided I was not going to use it and cancel the purchase and asked for a refund of $84.00. My refund was denied even though I cancel within minutes of purchase and never used the software. I do not believe that it is fair or even legal for a company to keep money and not provide any benefit to the *****. I am requesting help with my refund and an apology from the company.

  

  Business Response

  Date: 07/04/2025

  Hello and thanks for reaching out. Unfortunately, as clarified by our colleagues, our business email subscriptions are non-refundable, as outlined in our terms of use. 
  Please see section 6.4 here >> ***************************************************
  There is nothing further we can do regarding this final decision.

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am very disappointed that Wix has taken the position that once we get your money we are going to keep it - period.
  
  I don't think Wix understood that I cancelled within 15 minutes of purchase without using the service or receiving any benefit. I would understand had I used the service but I did not.
  
  I think this is a very bad look for a company to take money, and keep it, without providing the customer any benefit of using the product.
  
  I surely will never refer Wix to anyone that I know and will certainly never use them in the future.   Any company that treats people like Wix has treated me is a moral failure.  I find it interesting that a company to be so interested in keeping $84 that they do not look at how much they are going to loose in the form of good will in the future.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/20/2025

  Type:Billing 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.

  We are a small vending machine business that started last year. We used our personal credit card to get started. We used Wix for our we site domain name.A few months after our business started we were able to get an individual to design and maintain our website. I went on Wix to update our account information, including our new credit card that was designated as our payment *********** forward to the present. Wix was able to charge my premium business plan for $432 using the correct credit card on file tied to my Wix account. Howeverthey fraudulently charged the initial credit card that is not on file.When they did this, it resulted in a charge back from my bank. What did Wix do? They cancelled my domain name. A small business loses their domain name over Wix admitting they messed up. And they stated I am not able to purchase it because someone else purchased ***** will take me about $1000 to get a new domain name, set up the website and change all my publications (advertisements, business cards) to the new site.I spoke with their AI chat along with 10 different people for the last week. Including **** who emailed me and said it was my fault because Wix charged the wrong credit card to **** who said there is nothing they can do to correct ***** is for $29.25 and they cannot even change it to the correct credit card that has been on file for the last 8 months.I would avoid Wix at all cost. They are happy they have my money and disrupted the small business.

  

  Business Response

  Date: 07/04/2025

  Hello and thanks for flagging this. If you would like to share your Wix account name and support ticket number, we would be happy to follow up on this for you. 

  Customer Answer

  Date: 07/18/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ****
  
  
  
   
  
  

• Initial Complaint

  Date:06/18/2025

  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.

  Hello.**** ********* ******************************************************************************************************************** ************ ******************************** My information, has been adjusted, to:**** ********* ******************************************************************************************************************** ************ ************************ Would you, update this information in your system and add my website to WWW again and I've included verification documents in this BBB complaint seeking resolution.

  

  Business Response

  Date: 07/04/2025

  This is not something we can assist with here. Please contact our customer care team for direct assistance at **************** 

• Initial Complaint

  Date:06/12/2025

  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.

  My account was hacked on the wix website. someone then gained access to my website editor on the wix website. They then input malicious code in my website. This flagged my website and wix said they will take it down if it doesnt get fixed. The only option to fix this is to pay a 3rd party hundreds of dollars to remove the codes the hacker put in. This web site is for my business i own and I am now losing my website because wix refuses to take responsibility or do anything about it. I want a full refund.

  

  Business Response

  Date: 06/25/2025

  Hello. Please provide us with your Wix account name, web domain and support ticket number, and we will be happy to follow up on this case for you. 

  Customer Answer

  Date: 06/25/2025

  Tell us why he****** *****.
  ******************************* email to log into wix account. they do not provide with any other info like account number etc.
  ************************ was my domain name but it had been taken down until I paid them money to find the code that was supposedly put on my website after someone hacked into my account on their website. I have since deleted my website and closed anything I could on my account with them.  Theres no account number or any other info to give you . There is also no support or complaint ticket number they have deleted all chat logs and evidence of those.

  

  Business Response

  Date: 07/04/2025

  Hello. If you believe your account has been compromised, please contact our customer care team for immediate assistance at wix.com/contact. 

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I've already told wix my account was hacked and they denied it and told me to pay a3rd party to fix it. They will not resolve the problem 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/05/2025

  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.

  The email I received states the domain will be free for 1 year with a premium plan, but that is incorrect. Once I chose my domain from the extensions Wix provided, I was informed at checkout that my domain was not free. It is very deceptive to provide this information after my domain was chosen, and there was no option to go back and change the domain. It's very disappointing that a well-known brand like Wix would resort to this type of practice. I believe I am entitled to my free domain as Wix advertised.

  

  Business Response

  Date: 06/19/2025

  Hello and thanks for reaching out. To clarify, this offer refers to a 1-year free domain voucher which is included with selected yearly premium plans.
  This voucher needs to be manually applied as part of the checkout process when purchasing your domain >> *************************************************************************************
  We have looked into your account, and unfortunately it appears that this domain voucher was not redeemed, which is why you were still charged for the initial year. 
  However, our customer care team may be able to help you with this if you'd like to reach out at wix.com/contact. 

  Customer Answer

  Date: 06/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I received a call back from Wix after submitting the attached chat. ******* said the extension solutions does not qualify for the free domain and there is nothing that can be done.

  I explained that the advertisement nor the steps I had to take to choose and set-up my account and domain, mentions the extension solutions is not part of the free domain.

  This appears to be deceptive practices, especially since once I made my choice, I received the message, "the extension solutions does not qualify for the free domain".

  There's not an option to go back and change the domain. Which means, Wix initial response to my complaint is invalid. It has nothing to do with the voucher and everything to do with Wix not being straight-forth in their advertisements and processes. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 07/04/2025

  To clarify, the list of available domain extensions that can be used with this voucher is clearly outlined in the *** section of the article we previously linked >> *************************************************************************************

• Initial Complaint

  Date:05/23/2025

  Type:Order 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 co-owner of ************** and recently built a website with Wix to advertise products. Yesterday I applied to use affirm and was approved through carefully vetting by their application team. I then paid the subscription to use affirm on Wix because we have clients needing to use affirm to make large purchases.However, after the transaction went through Wix has decided to hold funds which has de-railed our ability to conduct business right now and we are having to pay vendors using personal funds. As a small business this is not sustainable and now Wix is requiring we submit more documents to prove we are a real company. These documents are very personal including drivers license and articles of organization which could be sold to third parties. How can a company withhold funds that ****** has already approved?

  

  Business Response

  Date: 06/06/2025

  Hello and thanks for reaching out. Please note that the requirements for Wix payments compliance and verification reviews are outlined in the terms of use, which was agreed upon when initially applying for this service. 
  Regardless, we can see that our team has been in touch via ticket **********, to confirm your review has concluded and provided a timeframe for your expected payouts. 

• Initial Complaint

  Date:05/22/2025

  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.

  Wix has been holding my payouts for over a month now. first they asked me to verify my business information: I did despite me being with them for 3 years. Ive made over ****** using wix, its very clear Im a legit business. I file my taxes every year. A ********* and EIN. They said it could take up to 7 days. Its been a little over a month. Disputes are being opened now because of this & My policies doesnt cover this type of situation wix has put me in so customers are upset. Ive emailed asking for their legal team information because thats the next step considering Im not the only one having this issue, its a clear wix scheme if you ****** it. Please beware wix has been the downfall of my business. **************** is ZERO they take days to email back with the same automated response. Im currently switching to ******* but cannot switch over completely until this is over. BEWARE !!!

  

  Business Response

  Date: 06/06/2025

  Hello and thanks for reaching out. We can see that you are in touch with our colleagues regarding this ongoing matter via ticket ********** 
  Our colleague *** had last reached out to you regarding your expected payouts on May 30th, but has yet to receive a response. Please follow up directly with him via email so he can continue to assist you. 
  

• Initial Complaint

  Date:05/21/2025

  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 submitted a refund request to Wix.com on February 28, 2025 for an auto-renewed subscription I could not afford due to a financial crisis. Their own policy states refunds are reviewed within 20 business days, but as of April 19 (well over 29 business days), Ive received no response. I also sent a follow-up email on April 7 with no reply.I was charged $204 for a plan I didnt want, didnt use, and canceled immediately. I explained that I was undergoing extreme financial hardship tied to an ongoing legal matter, and requested empathy under their special circumstances refund policy. Despite this, Wix has failed to respond in any ****** requesting a full refund and accountability for the lack of communication and disregard for their own timeline.

  

  Business Response

  Date: 05/30/2025

  Hello and thanks for reaching out about this. Can you prove your support ticket number from when you contacted our billing team about this refund request? 

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I submitted my refund request through Wixs official refund portal on February 28, 2025, and received a confirmation email from ****************************** verifying that the request was received. That email clearly states that refund evaluations take up to 20 business days. I have already provided proof of this in the *** attached to this complaint, titled **************************************** I am attaching them again for reference.
  I also followed up on April 7 via the reply-to address provided, again with no response. At this point, Ive waited over three months, submitted all necessary documentation, and followed Wix procedures exactly.
  Wix now requesting a support ticket to "prove" my refund request is concerning, as their own refund portal does not generate a visible ticket number for the customer. I would expect ******************** to be familiar with how their own system functions and not suggest that I failed to follow correct protocol when I did everything by the book.
  If Wix is unable to locate the request internally using the confirmation email already provided, I would appreciate clear direction on how they plan to resolve this, rather than continuing to deflect. This matter is now about accountability, not just a refund.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  This response is unacceptable. The confirmation email I received on February 28, 2025, came directly from Wixs official refund request portal, which your own website directed me to use. The email clearly states that my request was received and that I would receive a decision within 20 business days.
  To now claim this submission doesnt count because it was not a communication with a live agent is both misleading and unacceptableespecially considering:
  The refund portal does not inform users that a live agent must be contacted separately.
  The email I received explicitly instructs users NOT to reply and makes no mention of any further required action.
  I already followed up manually via the contact email provided on April 7, 2025, with no response. That email is also included in the *** I already submitted with this complaint. This email ALSO received no response. 
  If Wix has changed its refund handling procedure, that does not negate my timely and valid submission through your official systemnor does it excuse the complete lack of response for over three months.
  I am not starting this process over. I expect this refund request to be honored based on the original February 28 submission, as documented. I have provided all necessary information, and I have been more than patient.
  Please escalate this matter internally to someone authorized to resolve it appropriately.
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 07/04/2025

  To clarify, we never stated that this automated reply "did not count". We needed confirmation of whether you had previously spoken with a live member of our team.
  As an aside, according to your account billing history, this charge was refunded to you on March 17th.
  While this appears to have been refunded on our end, if that is not reflected in your bank account you need to speak with our colleagues as we suggested.