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:07/25/2025

  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.

  I am filing a formal complaint against Wix.com for unauthorized billing practices and failure to honor their refund policy. On June 27, 2025, my bank was charged $624.96 for a two-year automatic renewal despite the fact that I no longer host any website with Wix. The only notification was a single email that went to my junk folder, which is inadequate for such a substantial charge. I immediately called Wix the same day to explain that no website was hosted by them and requested cancellation and refund, but encountered extremely difficult customer service processes. Despite ********************'s published 14-day ***** period policy, it has now been 28 days (as of July 25, 2025) with no refund processed and no response from the company.

  

  Business Response

  Date: 08/08/2025

  Hello and thanks for reaching out. Please note, the 14-day refund policy applies to the initial purchase date of a premium plan, and not the renewal date of the service. As the initial purchase date of this plan occurred in August 2019, you unfortunately fall outside this timeframe. However, we see that you have been instructed to submit a special circumstances request regarding this charge. If you have submitted this, please allow up to 45 business days for the team to review your request. 

• Initial Complaint

  Date:07/24/2025

  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.

  On May 20, 2025, I unintentionally purchased two separate Wix *************** plans, each for $174. Only one *************** was intended. The second plan was purchased and has never been used no website was created, no content added, and no features accessed.After realizing the duplicate purchase, I contacted Wix to request a refund for the unused plan. I explained that only one *************** was intended, and the second account has remained entirely inactive since the day of purchase.Wix denied the refund, citing their 14-day refund policy. However, I believe this policy is being applied unfairly in this case, as it is evident that the second service was not meant to be purchased and was never used in any way.Desired Outcome:I am requesting a full refund of $174 for the unused Wix *************** purchased on May 20, 2025. I also request confirmation that the inactive account has been canceled and will not be charged again in the future.

  

  Business Response

  Date: 08/08/2025

  Hello and thanks for reaching out. Unfortunately, as clarified by our colleagues, the refund request is outside the 14-day refund policy timeframe and the decision is final.
  There is nothing further we can do regarding this matter. 
  

• Initial Complaint

  Date:07/23/2025

  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.

  Wix continues to misrepresent the state of my account by falsely showing a negative balance after chargebacks have already been fully covered by reserve funds released. This contradicts their own dashboard and policies, and no timeline or written explanation has been provided despite repeated requests. - ?? Heres Why Wixs Excuse Makes Zero Sense:? Reserve Funds Released: $8,181.78 ? Chargebacks Total: $4,368.60 ? Remaining Surplus After Chargebacks:$8,181.78 $4,368.60 = $3,813.18 surplus ? New Incoming Client Payments (Credits): $2,228.72 These are completely unrelated to the prior disputes and are valid, recent transactions.?? THE **** DOESNT LIE:Wix claims that reserve funds are being used to cover a negative balance, but as clearly shown above, there is no negative balance.?? $5,962.13 in positive, cleared funds are currently marked as Processing and have been held well beyond the promised 2 business day window.?? Why Is Wix Still Saying Theres a Negative Balance?Only two logical possibilities exist:Their internal system is broken or misconfigured, incorrectly showing a negative balance and blocking payouts despite the reserve release.They are intentionally stalling payout without cause, which would constitute deceptive business conduct and potentially a breach of contract.?? Additional Violations:No written notice was ever issued under Section 6.4 of their own Terms of Use stating that funds would be *********** official account freeze, dispute notification, or review process has been provided despite repeated written ************ payments and cleared reserves are being held without legal basis.?Resolution Requested:I request immediate release of the $5,962.13 in cleared business funds, which Wix is now holding without explanation, written justification, or contractually required notice.This continued delay is causing irreparable harm to my business operations and personal financial stability.

  

  Business Response

  Date: 08/21/2025

  Hello and thanks for reaching out. We can see that you are in touch with our colleagues regarding your Wix Payments account via ticket *********** 
  If you have further concerns regarding this matter, please follow up directly with our colleagues from there, specifically the most recent email sent from our colleague ******* set on August 11th. 

• Initial Complaint

  Date:07/22/2025

  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.

  I pay Wix $44.06/month for web hosting and email services associated with my consulting business. In July 2025, I enrolled in their Wix **************** to collect payments from my customers. On 7/8/25, one of my clients submitted a $2,500 payment through the website. As of today, I have not received the payment from Wix. I first contacted Wix on 7/10/25, to inquire about releasing the funds to my bank and they said my account needed to verified. Apparently, when I enrolled in their payment services, I was approved to collect payments on my website using their payment provider, but was not approved to have funds disbursed to my account. I have submitted numerous documents that they've requested to verify my identity (e.g., driver's license, tax forms, bank statements) and they still have not released my funds. On 7/22/25, they emailed me to request a document that I previously submitted to them on 7/17/25. Since 7/10/25, I have been in daily contact with their customer service via email or phone. Customer servicer representative only provide their first name, and there is now way to request to speak with someone in their compliance department (the department supposedly responsible for releasing the funds). Wix does not provide a direct number where they can be reached. I have to make a request via a chatbot to have someone call me. I inquired about them refunding the clients money so I could use another form of payment. Wix asked me to deposit approximately $73 to cover the cost of the payment processing fee. Naturally, I am hesitant to provide Wix with any more funds or information. After doing some research, I have found many customers of ******************** expressing the same frustrations with their payment services. I think this is a scam where they (and or their payment processing partner) hold client's funds for as long as possible to earn interest from the float. My most recent Wix Request Number is Request *********.

  

  Business Response

  Date: 08/01/2025

  Hello and thanks for flagging this. We have followed up on your case and can see that our colleagues have last reached out on July 25th to confirm your Wix Payments account has been verified. 
  You will now be able to receive your regularly scheduled payouts. 

  Customer Answer

  Date: 08/01/2025

  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:

  Wix "approved" my account two days after I paid a second processing fee to return the client's money. By the time they approved the account, there was no money to transfer because the funds were returned to the client. This was extremely inconvenient. I paid $72.80 when the client submitted the payment and another $72.80 to return the client's money due to Wix's inability to process my account in a timely manner. Wix should refund my processing fee of $72.80. 

   

   

   

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

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

  

  Business Response

  Date: 08/21/2025

  If you would like to discuss any further details regarding the status of your payments account, please follow up with our colleagues directly via your ticket thread. 

  Customer Answer

  Date: 08/21/2025

  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 spent weeks in communication with your company. You do not have a customer service phone number, so I had to request a call via your AI chatbot. I've also been in communication with your company through your social media. None of which had been successful. I had to pay two transaction fees to ensure that my client received their funds. I would like a refund for one of the fees.

   

   

   

   

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

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

  

  Business Response

  Date: 08/29/2025

  As we mentioned, the best way to communicate with the team regarding this request is to follow up directly via your existing email thread, ticket reference no. ********** 
  From what we can see, you have not formally requested this refund through this thread, and we encourage you to do so.

• Initial Complaint

  Date:07/22/2025

  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 started a consulting business, *********************************************. I received my first payment from a vendor on July 8, 2025 in the amount of $1500. WixPay states on their website that it takes 3-5 business days to process. I have not received the payment. I have been asked to verify my business and this transaction. I have answered every question that they have asked. I have spoken with customer services several times. The case has been escalated 3 times and set as high priority according to customer service. They have confirmed that I have answered every question asked. They cannot provide information regarding why there is a hold on the payment or when it will be released. This is hurting my new business as I need those funds for operations.

  

  Business Response

  Date: 08/01/2025

  Hello. Please provide us with your account name, domain and ticket number, and we will be happy to follow up with our colleagues regarding this matter. 

  Customer Answer

  Date: 08/04/2025

  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:07/22/2025

  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 signed up for a website domain name and it was suggested that increase the duration of service from 1 to 5 years. After 18 hours I nd some research for supplies, it became clear that my business is not ready for a website presence. So within the 18 hours since placing the order, I contacted Wix to request a refund a d they have denied my request. I think it is unreasonable to bind me to a 5 year commitment when I requested cancelation within. Less than 24 hours. In those 18 hours it was extremely challenging to reach a live support person. Just got stuck in a loop of Ai chat bots. Really awful? Even if my company, I did take off the ground and succeed, I would not want to work with this company because they don't have the ease of access to the support system of that of live agents, which is very important. When you're business

  

  Business Response

  Date: 08/01/2025

  Hello. We have followed up on this case for you via your support ticket (no. *********)
  As clarified by our colleagues, domain subscriptions are non-refundable as outlined in the Wix Terms of Use, section 6.4. 
  Unfortunately, this decision is final. 

• Initial Complaint

  Date:07/18/2025

  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.

  ******** ***** **************************** ***********, **** ****************** ************ 7/17/2025 Better Business Bureau Online Subject: Ongoing Unauthorized Charges and Inability to Cancel Wix.com Account Dear ********************** am writing to formally lodge a complaint against Wix.com regarding ongoing unauthorized charges and the inability to cancel my account.Since March 2025, Wix.com has been withdrawing payments from my account without my authorization, despite my repeated attempts to cancel the service. Not only has the platform made it extremely difficult to reach a representative or complete the cancellation process, but I no longer have access to the website I created or the email account associated with it.This situation has caused me significant frustration, both due to the unauthorized financial withdrawals and the lack of transparency and customer service on ********************* part. Furthermore, I have found the platform to be overpriced and limited in its website customization features, which contributed to my initial decision to cancel.I respectfully request that Wix.com:Immediately cancel my account and any related services,Refund all unauthorized payments made from March 2025 to the present,Provide written confirmation of the account closure and refund.I would appreciate the BBBs assistance in helping to resolve this matter swiftly and fairly.Sincerely,******** *****

  

  Business Response

  Date: 08/01/2025

  Hello ********. Please note that you can contact our billing department for direct assistance with cancelling any unwanted subscriptions at **************** 

• Initial Complaint

  Date:07/18/2025

  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.

  After 4 day of calls, call backs, I still have zero resolution. Finger pointing from one side to the other. I purchased, in full, 2 years of hosting and domain services. I then hired a professional through the Wix option. After my website was completed, by an awesome web designer, they could not transfer the site they built and I paid for to my account. ******************** then had me create a second Wix account with a different email and told me to transfer the domain to that account. I followed as directed. However, I can't tie my domain to my site because the 2nd Wix account I was told to create doesn't have a premium plan. For 4 days I have been passed around, hung up on, chats ended, call backs taking 2+ hours to call me back - just trying to transfer my 2 YR PAID IN FULL premium plan from one Wix account to another - as directed by Wix. OR a refund so I can buy the same package through the new Wix account.... I have requested a call back today because I was told, after talking to customer care, subscriptions and ********, domains, that subscriptions and ******** will have to fix it for me. I was told on 7/16/25 it was escalated to management as high priority. But they only communicate via email. Still nothing.Update: Still no communication or resolution. Yesterday, 7/17/25, I reached out again. Was told, again, that my situation has been escalated with high priority and that I will receive a communication via email from a supervisor. I have checked my email relentlessly, including spam/junk, and there is nothing from Wix. I just need my PAID IN FULL Premium Plan transferred from my LZ Wix account (account #1) and apply it to my other Wix account that has my completed website in it so I can assign my domain to it and publish my site. All steps were followed provided by Wix via email and with a *** on the phone. They blame LZ restrictions.... my subscription, my billing, my payment was processed directly with Wix. The money is paid. I want to be able to use my account.

  

  Business Response

  Date: 08/01/2025

  Hello and thank you for bringing this to our attention.
  We are happy to note that your case has been resolved by our colleagues via ticket ********** 

• Initial Complaint

  Date:07/18/2025

  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.

  To Whom It May Concern,I am writing to formally file a complaint against *******, a website hosting and development company, due to their repeated unauthorized charges to my account and refusal to assist me in resolving the matter despite my best efforts.I have not used Wixs services for close to a year. Because my small business did not generate any revenue within the 2 years of having Wix paid subscription. My website hosted with Wix has been inactive for that entire period, as well as the associated business email I purchased through them as a reseller. Despite this, Wix has continued to charge my credit card, most recently for a total of $84, without my authorization.I contacted Wix directly and provided all requested documentation proving ownership of the account. However, ******************** has refused to grant me access to my account, which has prevented me from removing my payment method or stopping further charges. This is unacceptable and appears to be a recurring issue, as there are numerous similar complaints already filed with the Better Business Bureau about Wixs billing practices and refusal to provide customer support for account-related issues.I am requesting the following resolution:A full refund of the $84 that was most recently charged to my account.Assurance that no further charges will be made to my credit card.Assistance in regaining access to my Wix account so I can properly close it and remove my payment information.I believe these ongoing unauthorized charges and Wixs refusal to allow me to manage my own account are not only unethical but may also violate consumer protection laws.Thank you for your attention to this matter. I hope the Better Business Bureau can help bring this situation to a fair and timely resolution.

  

  Business Response

  Date: 07/25/2025

  Hello and thanks for reaching out. We have followed up on your case and can see that our team has been in touch via ticket ********* with the steps required to access your account. 
  Please review this email and proceed through these steps as soon as possible. From there, you can cancel the associated subscription and request a refund. 

  Customer Answer

  Date: 07/30/2025

  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 want to clarify that I made multiple efforts to resolve this matter directly with the company before seeking assistance from the BBB.

  I contacted Wix to request a refund for services that were either not delivered as expected or no longer needed. Unfortunately, my refund request was ignored, and I did not receive any meaningful resolution or acknowledgment from Wixs support team.
  
  Due to the lack of response, I attempted to dispute the charge with my bank. However, Wix challenged the dispute, and as a result, the bank ultimately denied the credit.
  
  It has been extremely difficult to reach a live representative at Wix. I was told that someone would contact me as soon as possible to resolve the issue, yet I have not received any follow-up. It has now been over a week since that promise was made.
  
  I respectfully request the BBBs assistance in facilitating a resolution and securing the refund I am entitled to.
  
  Thank you for your attention to this matter.
  
  
  

   

   

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

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

  

  Business Response

  Date: 08/21/2025

  Hello again. We are glad to see you were able to regain access to your account. 
  With regard to your refund request and subsequent chargeback, our colleague has been in touch via ticket 1109646908 on August 3rd to assist further with this. 
  If you have further concerns regarding this matter, please follow up directly to her most recent email. 

  Customer Answer

  Date: 08/28/2025

  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:

  Dear BBB Representative's,
  Thank you for your continued efforts in addressing my complaint regarding *******. However, I must clarify that the information provided by Wix in their response to your inquiry is inaccurate and misleading.
  I have repeatedly reached out to Wixs customer service team via email, only to be met with unhelpful responses and an ongoing runaround. Despite several attempts, I have yet to receive a resolution or my promised refund. Each time I contact them, I am given different reasons for the delay, but no substantial action has been taken to address the issue or process my refund.
  It is evident that Wix has failed to uphold their responsibilities in resolving this matter in a timely or effective manner. Their response has been frustratingly evasive and inconsistent, and I am no closer to having my issue resolved or receiving the funds that are rightfully owed to me.
  I kindly ask that the BBB continue to pursue this matter on my behalf and hold Wix accountable for the lack of customer service and failure to provide a proper resolution. I would greatly appreciate any assistance you can provide in ensuring that Wix follows through on their promises and resolves this issue promptly.
  Thank you for your attention to this matter.

   

   

   

   

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

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

  

  Business Response

  Date: 09/08/2025

  Hello again. As we clarified, our colleague **** has been in touch via ticket ********** to assist in clarifying this matter. 
  Unfortunately, there is nothing further we can do regarding the final decision the team has made on this matter. 

• Initial Complaint

  Date:07/15/2025

  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 a premium yearly plan from Wix in order to build a website and host and publish on Mar 17, 2025 for $242.82. Wix's technical design team support is absolutely the worst. Never receive a call back from their customer service, instead getting an email EVERY TIME saying they missed me while trying to reach me. Now, since Wix doesnt support subdomains for MX records, I cant verify my domain for a third-party service if my DNS is managed by Wix. I am now forced to move away from Wix and use another service to build and host my website. I requested a partial refund from Wix. The request was denied by a robot and I can't reach a human . Emailed ********************************** and my email is bounced. I have been a long time customer of ******************** and this service level is unacceptable.

  

  Business Response

  Date: 07/25/2025

  Hello and thanks for reaching out, *****. We appreciate you sharing your feedback with us, and we would suggest filing a support request to our billing department via our dedicated contact page; **************t. 
  This will allow you to speak directly to the billing team regarding your refund request. To clarify, ********************************** is not a valid support email, which is why you have not received a response to past enquiries. 

  Customer Answer

  Date: 07/28/2025

  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:

  I followed the Wix's advice and tried filing a support request to Wix's billing department via our dedicated contact page; **************** This didn't allow me to speak directly to the billing team regarding my refund request. See attached screenshot to demonstrate my effort in following the advice and getting nowhere, which was exactly what I stated in my initial complaint. 

   

   

   

   

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

  
  Sincerely,
  
  ***** *
  
  
  
  
   
  

  

  Business Response

  Date: 08/21/2025

  Hello again. We see that a callback attempt was made by our colleagues on July 28th, but they did not receive an answer from you. 
  Our colleague ******* then sent an email follow up via ticket **********, to clarify this and suggested that you file a new callback request, however we do not see any additional support requests filed since this date. 
  In this case, we suggest that you either respond directly to ********* email for further assistance, or file a new callback request via the steps previously provided.