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: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. 

• Initial Complaint

  Date:05/20/2025

  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.

  I lost access to my business website account on ******************** when my email changed. I have contacted wix.com customer support for assistance daily for about a week without any response or assistance. Their chat bot does not even respond. In the meantime they are charging me for web hosting and account upgrades that I did not authorize. I have contacted my credit payer to help investigate and they have been unable to get in touch with anyone at wix.com for assistance either. In the meantime wix.com is sending me soliciting ads. I would like wix.com to allow me to access my website and account and like a refund/adjustment for items I did not purchase

  

  Business Response

  Date: 05/30/2025

  Hello and thanks for bringing this to our attention. We can see that our team has been in touch via ticket *********** with the steps required to regain access to your account. 
  If you have any questions, please respond directly to this ticket thread.

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  Your services are fantastic! I remember learning about the BBB from my parents when I was a child and am glad to know you're still around. I appreciate all the help you've provided so I could resolve my problem. As a current business school student, I was wondering if you had any internships. I'd be happy to work for you. :) Thank you again. :)

  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:05/16/2025

  Type:Service or Repair 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 a website through Wix. (I am not positive that this is the correct Wix site). They have been charging me money monthly while withholding income that I earn. They said it is due to needing me to prove that I am who I say I am. I did this by sending several copies of my photo id. It is not enough. They keep sending further requests for additional pictures of my id to be sent. Nothing works. In the meantime, they are charging me money while not paying me. I have spoken to several customer service reps- **** of which can help me. I am not willing to pay money for a site that has ceased to function in it's capacity to get me the money that I earn. I am putting the amount that I am disputing as 100. because it is forcing me to put in an amount. But I am being charged for a service that does not work. I would like a refund on payments made, and I would like to get the money that I have earned. It is likely Over 100, but I put in a number to satisfy the page.

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  They have finally resolved their issue and I am able to be paid again 
  
  Sincerely,
  
  ***** ********* ****
  
  
  
   
  
  

• Initial Complaint

  Date:05/14/2025

  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 was a long time user of ********************, but I haven't used their services in many years. They recently charged me an auto-renewal on April 10, ********************************************************************************************************** get refunded for, since I have not and will not use their services. The renewal is for 2 YEARS. They explained to me via email that it was impossible to do so and that they don't even consider refunds or partial refunds for ANY auto-subscriptions. I don't know why there aren't current laws in the *** for subscription services and being refunded for any time not used or upon cancelation like other forms of service/goods. I do acknowledge that I should have checked old business emails on auto renewals from years ago, but there needs to be some type of consumer protection for issues like these. I would like to stress that I have since turned off all auto-renewals and never used or will use the services they are charging me for. I will provide the invoices and supporting documents. Please let me know if you require anything else. Thank you!

  

  Business Response

  Date: 05/30/2025

  Hello and thanks for reaching out about this. 
  Please provide us with your account name, domain and support ticket number, and we will be happy to investigate this further for you. 

  Customer Answer

  Date: 06/06/2025

  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]

  They requested more info.

  Name: ****** ******

  Domain: *********************

  Ticket Number: *********

   

  Image uplaoded shows email conversation and response from them.

   

   

   

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

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

  

  Business Response

  Date: 06/19/2025

  Thank you for this additional information. Unfortunately, after consulting with our colleagues an exception cannot be made at this time regarding your refund request, and the team's decision is final. 
  We understand that this is not your preferred outcome, but unfortunately there is nothing further we can do. 

  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:

  [Your Answer Here]

   Sorry, but until a refund is granted I will continue to uphold this formal complaint.

   

   

   

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

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

• Initial Complaint

  Date:05/14/2025

  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.

  Wix overcharged me and I'm seeking a refund for $368 charged to my account on March 21, invoice number, ***********. The charge was an automatic enrollment fee for a Premium Core subscription that I didn't want or need. I did a charge back with my bank and during that time was able to get some help from a Wix *** get onto the correct subscription level for my domain needs and helped me to move onto a Premium Light account. That invoice that I also paid was ********** for $228. The charge back that was done on March 21 and the $368 was returned to Wix from my bank. I am requesting $368 refund since I paid Wix alreay the $228 and I have no need for another subscription, domain or account. I spoke to 2 live agents who told me they would be sending this issue to their dispute resolution team and would request escalated resolution. I have not heard from anyone since that time. I am requested $368 of my money be returned/refunded to me.

  

  Business Response

  Date: 05/30/2025

  Hello and thanks for reaching out. 
  We have followed up on this case, and we are happy to note that our colleagues were able to assist you regarding your refund request via ticket *********** 

  Customer Answer

  Date: 06/08/2025

  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:05/08/2025

  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.

  My customer paid for my services on April ********* and it has been two weeks and WIX has not and will not release the payment. I've tried multiple times to get in touch with customer service and keep being told that a supervisor will contact me yet I still have not received a call.

  

  Business Response

  Date: 05/23/2025

  Hello and thank you for reaching out. We've looked into this matter and can see that our colleagues are in the process of assisting you with this via ticket ********* 
  The team will continue to work with you through this ticket to resolve this matter for you.