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:10/03/2025

  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 was automatically billed $1030.56 without my consent on Sep 21, 2025 for a two-year plan (Oct 5,2025-Oct ******). I never agreed to this and wasn't aware there was an auto-renewal option. Also, I checked and there is no way to cancel the auto-renewal without cancelling your plan. After the fact, on my website, it said I could upgrade to a three-year plan for 50% off, 17$/month, which the total would be $612 for three years, so I ended up choosing this option, so I should have a refund of $418.56 ($1030.56-$612=$418.56). The new invoice now says amount is $1224 (?). Credit from previous balance -$612. Coupon discount -$612. Fake invoice with no tax indicated anywhere. Also the dates for the plan are changed. My current plan was supposed to go until October 5th and now according to the new dates they are shorting me a few days. It says my plan starts on Sept 25, 2025. Also, on September 5th, I was verifying my website and realized nothing could be ordered because my shipping fees had been deleted. I called them that day to let know and ask what happened. This is the response I received October 2nd "Hello there, This is ***** reaching back from Wix QA team. Please be advised that our developers had a closer look at the shipping rates went missing in your account. Kindly note that your Shipping rates were upgraded to a newer version and your rates just didn't back up to a new system. Please accept our apologies." I called October 1st to request my refund back to my card, they said a supervisor would email me, but they are refusing to refund me. I called today, again, October 3rd, to cancel my plan because I do not want to deal with Wix anymore and requested a refund, but they are still denying me my money back. They say they don't know how to refund me. I want my $1030.56 refunded back to my card and I want to cancel everything with Wix. If this cannot be done, I will be seeking legal action. It is within the 14-day money back guarantee. Buyer Beware!!!

  

  Business Response

  Date: 10/21/2025

  Hello and thanks for reaching out. We see that you have already been in touch with our colleagues via ticket ********** regarding this matter. 
  Both our colleagues ****** and ***** have provided a precise breakdown regarding your transaction history and the application of your past purchase credit. 
  Their ultimate decision regarding this case is final. 

  Customer Answer

  Date: 10/28/2025

  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:

  Hi ********,

   

  I am writing to you regarding ID # ********. This complaint was not resolved. My plan was automatically renewed for a two-year plan for $1030. I was not aware that it would auto-renew, and there are no clear instructions on how to turn off the auto-renew option. Then, I was offered a 3-year upgrade for 50% off, which Wix states the regular price is $1224, which would be $612 at 50% off. We were charged $1030 and no refund was given. I should've been refunded $418. These are the responses. They're responses are not coherent and are not contradictory. The second invoice was not properly itemized as it did not show any tax or what I previously paid.  They are literally stealing $418. I have included the emails and invoices. The second invoice is not properly labelled. 

  Also, we only received 3 business days to respond to this reponse, due to it being the weekend. That is not 6 business days. I would like the complaint reopened. Nothing was resolved. The company is trying to avoid the situation and not responding to my questions.

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

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

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

  

  Business Response

  Date: 11/07/2025

  As clarified previously, our colleague's ultimate decision regarding this case is final. 
  There is nothing further we can do regarding this matter. 
  

• Initial Complaint

  Date:09/26/2025

  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 enrolled in a subscription for web hosting. I never selected auto renew, and I signed in and opted not to renew my subscription when it ended in December. I got an email in November to say that the plans had been upgraded and that I was automatically been enrolled in the new plan. Two weeks before my current subscription ended, they collected double the existing monthly plan. I logged in and realized that even though the new period had not started I was charged, however unable to cancel online. As there is no telephone number and no way to call I contacted using the contact form on the website, still customer service and the would not allow me to cancel even though the new service period had still not commenced. I then opened a dispute with ****** and then got an email from WIX saying that the service was canceled as I initiated a charge back with ******, however ****** claims that WIX denied the refund. Currently WIX has collected money for service for 12 months and kept the money and also canceled the service. I don't not have access to any part of the service and WIX has all my money.

  

  Business Response

  Date: 10/08/2025

  Hello and thanks for reaching out. We suggest contacting our billing team directly regarding this recent charge. You can get in touch at **************** 

• Initial Complaint

  Date:09/25/2025

  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.

  We operate Restoring the Broken Ministries, a Georgia-registered ****************************** (Certificate of Incorporation, Control #********). Wix Payments requested verification; we submitted all items multiple times (owner ID, nonprofit registration, business description, proof of services). On Sept 22, 2025, Wix confirmed forwarding our nonprofit certificate to compliance. Funds remain on hold with no concrete release date despite verification complete in the dashboard and repeated follow-ups. This delay impairs our ability to serve families in crisis and is unreasonable given complete documentation has been supplied repeatedly. We seek immediate release of withheld funds and written confirmation of verified status.Desired Resolution: Immediate release of all withheld funds and confirmation of verified status; written explanation of any future requirements.Attachments:GA Certificate of Incorporation (Control #********)Email confirmations (incl. Sept 22)Proof of services Owner ID

  Customer Answer

  Date: 10/02/2025

  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:09/22/2025

  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 am waiting on approximately $1,600 worth of customer payments. transactions were successfully processed, and according to Wixs own payment terms, these funds should have been released to my business bank account within a reasonable period after verification. despite completing all verification requirements repeatedly, Wix continues to hold my funds without providing any clear explanation or timeline for release. It has been close to five weeks now without payment. I have contacted their support multiple times and provided all requested documentation, yet I receive no resolution or meaningful updates. Repetitive copy/paste emails with no sustenance are hastily forwarded back with no resolution, update, or timeframe. This ongoing delay is severely impacting my ability to operate my startup of the business and continued operation. Competitor third party payment processors do not have this excessively inefficient, abstract time delayed, deceptive payment structure. Wix is using unethical behaviors in handling customers payout systems, bait and switch tactics, and non existent customer service. ******************** needs to be investigated for deceptive business practices.

  

  Business Response

  Date: 11/07/2025

  Hello. We see that our colleagues were able to assist you regarding this matter via ticket *********** Please see their latest email for more information. 

• Initial Complaint

  Date:09/20/2025

  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.

  My business website, hosted on Wix, has been experiencing critical technical issues for several days. Customers are unable to register new accounts because they are not receiving verification code emails, and they are also not receiving order confirmation emails. This has resulted in lost sales and multiple customer complaints.I initially submitted support request Ticket #**********. I am aware that Wix has noted I opened multiple tickets. However, this was not done to complicate the process, it was because I received no effective response or resolution from the original request for weeks, and I had no alternative way to escalate the issue.Wix Support has acknowledged the problem and said it was escalated, but no resolution or clear timeline has been provided. Their most recent communication asked me not to open additional recovery attempts, yet the disruption continues to cause ongoing damage to my business.Impact:All outgoing Wix emails to customers are limited or not sent, including: Order confirmation emails Signup verification code emails Contact form/message emails Website edits cannot be saved or published.We have already received direct complaints from customers.Our business reputation is being negatively affected, and we are losing sales.Resolution Requested:I am requesting that Wix prioritize this issue and provide an immediate resolution or, at minimum, a clear timeline for fixing the email and publishing systems. This should be a straightforward matter of verifying and unblocking our owner account, yet it has been unnecessarily delayed and has grown into a larger problem. The situation is urgent and must be addressed without further delay.

  

  Business Response

  Date: 11/07/2025

  Hello and thanks for reaching out. We see that our colleagues were able to assist you further regarding your account via ticke* ********** 
  Please see our colleagues latest email for more information. 

• Initial Complaint

  Date:09/19/2025

  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 sent well over 30 emails and made several phone calls to receive my soy out of products sold on my wix website. I was verified by the company August 25th and 26th to receive payouts. I proceeded to sell over $5000 worth of merchandise due to emails stating my account was ready to go to do so. I have gone back and forth sense then, where my account has been unverified and Ive been asked to upload documentation that I own my business and its legitimate. Customer is an absolute joke I have been lied to multiple times. Being told to this issue would be resolved in 5-7 business days, this is now the 15th business day. I was informed there are 2 separate verification processes which to me is another lie because I received what would now be considered a strongly misleading email stating my account is approved and verified to continue selling. This incentivized me to do so. Had I never received said email I wouldve never wasted my time. I was told my information was sent to the compliance team August 31st, who did not open the email until September 10th to then tell the customer support team the **** I sent would not open in the email they forwarded. I wasnt notified they even had contact with the compliance team until September 15th. It took customer service 5 days to even tell me. All while Im calling everyday and emailing. This entire experience has set me and my business back and I wish I never went through with WIX.com. They do not prioritize their paying clients. The channels to communicate are awful, and I still do not have a resolution. I want to be compensated for the amount of business and resources *** lost due to there lackadaisical efforts. They dont attack one person to your case at all, so each email sent its a new person reading a script saying the same thing. That were doing out best and rest assured youll be taken care of. This whole experience has been a joke. ** NEVER RECOMMEND THIS SITE IF YOU A BUSINESS OWNER. USE ******* ONLY!!!!!

  

  Business Response

  Date: 10/08/2025

  Hello and thanks for getting in touch. We see that you have been in contact with the Payments team, primarily via ticket *********** 
  Our colleague ***** last reached out on October 5th to confirm your expected account payout date. If you have any further questions regarding this timeframe, please reply directly to her latest message. 
  Thank you. 

• Initial Complaint

  Date:09/18/2025

  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 purchased several online products from WIX for a personal business. Though I found the accessibility of the products to be somewhat difficult, I continued to use and pay for the product and hopes that it was just a learning curve. A few months later, I decided to close that online business to open a more promising business. I decided to use WIX to build the website for my new business. This required me to renew the unneeded business domain and email. I thought I would be able to transfer the subscriptions to the new site. I was attempting to build via WIX. In total, I spent $139.78. I had tremendous difficulty transferring the old subscriptions to the new subscriptions. I purchased after several hours of attempting to fix this. I decided products were not for me. I then spent several hours made several phone calls and spent time with chat bots trying to resolve the issue. I was finally contacted after several hours when I was told I would be contacted within 36 minutes WIX agreed to refund $49.10. That left me spending $98.72 on products I was unable to use. They are refusing to give me a refund on the unused products.

  

  Business Response

  Date: 10/02/2025

  Hello and thanks for reaching out. We see that you have spoken with our colleagues via ticket *********** 
  As clarified by our colleague, domain subscriptions are non-refundable as outlined in our refund policy >> ************************************************************************************************
  There is nothing further we can do regarding this final decision. 

  Customer Answer

  Date: 10/02/2025

  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 paid for services that I did not use. I even resubscribed just to give WIX another opportunity to show that their accessibility for new users and customer support was enough to satisfy the cost. I want other customers to know that they may spend money at WIX, encounter an issue, struggle to get any live support, and lose money when they realize the lack of support and accessibility provided by WIX. You have a policy that does not support customers. Your customer support is not acceptable. You limit the responses with prefilled fields which prevent customers from fully explaining their issue. If customer support was adequate, I would not have created a new subscription. I did so in an effort to transfer one subscription to another. The site would not let me do that without creating another site on WIX. Again, if customer support would have been available-this would have been easily resolved.

   

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

• Initial Complaint

  Date:09/18/2025

  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.

  On August 22, 2025, I received payments from my customers through ********************* Payments. The total amount of approximately $6,000 has been withheld/frozen by Wix without valid explanation. I relied on Wix Payments to process and release these funds as agreed, but they have failed to do so. I have contacted Wix Payments support several times, each time I am told they are working to verify my account. I initially received notification that my account was ready to begin receiving payments, but as soon as I was paid for my services, Wix took their processing fee out and has continued to withhold my payout. I am told because my first payment was so high, that it was taking longer to verify my account. I have not received a clear explanation or resolution. This situation has caused emotional and financial hardship and disrupted my business operations. I believe Wix Payments is unfairly withholding funds and not honoring their service commitment. Desired resolution: Immediate release of the withheld funds. Written explanation for the account restriction. Assurance that such unreasonable withholding will not happen again. I have paid for the website, paid for their marketing plan and submitted all documentation requested, but received no voluntarily feedback - all updates received have been when I contact them.

  

  Business Response

  Date: 10/02/2025

  Hello and thanks for reaching out. We can see that our colleagues were able to resolve this for you via ticket *********. Please see our colleague ****** latest email for more information. 

• Initial Complaint

  Date:09/10/2025

  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.

  Today, September 10, 2025 I have been charged for a renewal of Pemium Plan on a website that has been dormant for all intents and purposes for the past year. Cash Recovery is now closed and I am not sure if it will reopen. I did not give my consent to the renewal although that seems to be set "on" automatically. I did not see any of the supposed emails sent to me regarding the renewal. Wix failed to provide adequate notice and opportunity to cancel before charging me. This constitutes unfair business practice and is prohibited deceptive and unfair billing. Wix refused to refund the money for a subscription which is not going to start until September 24th. Wix refused to refund for an UNUSED service. That is a breach of good faith and fair dealing. Retaining funds for a product or service that provides zero value to the consumer is unjust enrichment. Wix must refund the money. I contacted Wix customer service today, immediately after the charge hit my account and explained the situation. Wix refused to provide relief siting internal policy. Company policy does not override legal consumer rights. I am requesting BBBs assistance in securing a full refund of $348.

  

  Business Response

  Date: 09/19/2025

  Hello and thanks for reaching out. We see that our colleague ***** has been in touch via ticket ********* to confirm the submission of your refund request. 
  Please see their latest email for more information. 

  Customer Answer

  Date: 09/19/2025

  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:

  Thank you for this response.  Yes I did receive an email from ***** on September 11th.  I am quoting below the exact language. 
  

  "Although your case is outside of our refund policy, I can confirm that it has successfully been submitted to our system on 11/09/25 as an exception considering the circumstances. You should be notified via email once its approved. It may take up to 45 business days. "

  The email clearly states that ***** did submit my case which is fine.  But it also states that I have to wait up to 45 days to know whether it has been approved and whether WiX will issue the refund.  This is not acceptable.  Either tell me right now that the refund has been approved or we continue to have a dispute.  The language of the email does not resolve my case as it does not clearly state that I will be refunded the money.
  

   

   

   

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

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

• Initial Complaint

  Date:09/05/2025

  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.

  Wix has been holding a Wix payment payout in the amount of over $8000 for well over a week now. My customer paid an invoice on August 27 and now it is September 5. Not only have I submitted ALL of the documents they have requested in order to comply with their verification process, but I keep getting asked to provide additional, frankly, intrusive and arbitrary information, like a selfie of yourself holding your government-issued ID. I mean what?! That is a bizarre and ridiculous request. I have two tickets open currently as of August 31; one escalation to a supervisor ticket, which has gone unanswered, and one for the compliance team, supposedly flagged as a priority. I have received no resolution regarding either nor anytime timeframe on when my payout is expected to be released. I also have transcripts of every chat log with each customer service *** to back up my claims.This is negatively impacting my business and preventing me from continuing operations. This needs to be resolved immediately so that I can continue to conduct my business professionally and appropriately, and without financial worry. Also, I'd like to note that Wix took their 3.7% processing fee out of my customer's total payment already (totaling over $300!). So they took their percentage of money from my customer, but they will still not disperse my payout to me. Totally unacceptable. The funds on hold need to be released immediately. That is the resolution I am needing.

  

  Business Response

  Date: 09/18/2025

  Hi there. We see that our colleagues have been in touch via ticket ********* and confirmed the release of your pending payouts. Please see their latest email for more information. Thank you.