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:02/11/2025

  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 charged an absurd amount for a Wix subscription that I never signed up for in July of 2024. They refuse to refund me the money even though this is illegal. I never signed up for this subscription and had not been on Wix since November 2023. I received emails all the time about upgrading plans but never enacted upon this since I was inactive. Then all of a sudden, Wix signed me up for this plan without consent. This is so wrong and all I wanted was my money back but they refuse to listen. Wix is a complete scam.

  

  Business Response

  Date: 02/20/2025

  Hello and thanks for reaching out. If you'd like to reach out to our billing team at ***************, they will be happy to investigate this further for you. 

  Customer Answer

  Date: 03/04/2025

  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 have talked to customer service several times with no effort on your part to resolve the issue. What you are doing is fraud and a scam. 

   

   

   

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

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

  

  Business Response

  Date: 04/04/2025

  If you have already spoken with our colleagues, please provide us with your ticket number, and we will be happy to follow up on this for you. 

• Initial Complaint

  Date:02/06/2025

  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.

  When I was in school in 2024, the teacher of my school asked us to register for this website to do homework and told us that this website was completely free and there was no charge. I had graduated, but on February 4, 2025 and January 16, 2025, the wix company automatically deducted $432 and $19.35 respectively. I don't know why this company could easily withdraw my account funds without my knowledge. I need to complain that this company automatically turned on my automatic payment function and stole my money at will.

  

  Business Response

  Date: 02/14/2025

  Hello and thanks for reaching out. 
  We have looked into this and can see that you have been charged for a Business Premium plan and domain subscription. 
  Please note that a full outline of these charges would have been agreed upon by you at time of purchase through our checkout process. 
  If you'd like to request a refund for these charges, please contact our billing team at ***************. Thank you. 

• Initial Complaint

  Date:02/04/2025

  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.

  Wix charged my account. Contacted them for a refund which was extremely hard. Finally got someone on the phone. They said they canceled my service and would return my money. I then got an email stating that they will review and let me know what they decide in 20 days. It has been 21 days and I have not heard from anyone phone, text or email. I made a claim with ****** and they provided ****** with a fake tracking number. Except they never sent me anything. Very frustrating.

  

  Business Response

  Date: 02/14/2025

  Hello and thanks for reaching out. 
  We can see from your account and support ticket that you have since filed a chargeback for this recent payment, whilst it was under review for a refund. 
  At this time, this chargeback dispute is currently under review by the payment provider and the funds are on hold. 
  Once this is concluded, our colleagues will be in touch with a further update. 
  
  

  Customer Answer

  Date: 02/17/2025

  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

  Of a refund dispute with WIX regarding their money-back guarantee outlined in Section 6.4 of their policy.

  After using their service for some time without a return on my investment, my account was charged. I immediately requested a refund, which should have been honored per their policy. Instead, my account was closed and placed under review, with a response promised in three weeks.

  The policy clearly states that a full refund is granted if requested within two weeks. When no resolution was provided within that timeframe, I disputed the charge, as I was entitled to my refund. However, the company misrepresented this as a chargeback, despite the fact that I had only requested a refund for a service I no longer used.

  As a result, they withheld my funds and falsely claimed that the bank was responsible for the hold, even though they had already received payment. After more than a month of back-and-forth communication, I was offered a coupon to reactivate my service instead of the refund I was originally promised. I have now been informed that, because I disputed the charge, they will not issue my refunddespite confirming earlier that I was eligible.

  This situation has been unnecessarily complicated and feels unethical and misleading. I have followed the companys stated refund policy and have been met with delays, conflicting information, and refusal to honor their terms.

  I am requesting your intervention to help facilitate the immediate processing of my refund (minus any applicable fees) as outlined in their policy. I appreciate your time and assistance in resolving this matter.

  Please let me know the next steps.

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

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

• Initial Complaint

  Date:02/03/2025

  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 Wix account was established a few months ago and now Wix is requesting verification of all the same details they previously collected for suspicious activity, citing an *** of 6 business days of turn around time, which created backlog and losses from our side as we were unable to access customer payments.

  

  Business Response

  Date: 02/14/2025

  Hello. We are happy to report that your Wix Payments account has been reactivated, and you can continue to receive your payouts. 
  Please see ticket ******** for more information.

• Initial Complaint

  Date:02/01/2025

  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 subscribed to Wix in November 2024 as a platform to share my upcoming events and sell tickets to the events, which is what I believed was the intended use of the platform. I purchased a ticket myself on november 29 to ensure that the credit card feature worked correctly. It did, and I received a payout from wix in a reasonable amount of time and without question. My site went live in January and my first tickets were sold, totalling over $1000.00. At that time i received an email from wix that my account had "suspicious activity" and that their compliance **** needed to verify. They asked for specific info. I provided them the info, which took 7 business days to review. They then asked for additonal info and it has now been more than 7 busines days and my $2061 is still in holding while they complete the verification process. I am unable to get any definitive answers from the ***resentatives and the "compliance team" is an offline team that doesnt make or accept phone calls. In the meantime, i'm speaking to a *** in ********* who is at just as much their mercy as i am. After several days of frustration, i went on Reddit to see if others have experienced similar issues, and yes, there were other small businesses who were unable to complete business transactions because their monies were being held hostage by wix for unreasonable amounts of time. I feel like i am being scammed out of my money. In fact, i am in an uncomfortable position due to this company "verifying my account". My biggest question is why did they not verify for the very first transaction, but wait for a large transaction before "checking to make sure my site is in compliance with government regulations"? Is this a scam or otherwise illegal?

  

  Business Response

  Date: 02/14/2025

  Hello and thanks for reaching out about this. 
  
  Please note that Wix is required to review and verify the information and the site content of anyone operating with a Wix Payments account. We comply with authorities, regulators, payment processors, and financial partners to create a transparent environment to help prevent any illegal activities or activities prohibited by our payment processor or other financial partners from being conducted. 
  
  With regard to your ongoing compliance case, we are happy to note that our colleague have completed their review and that your Wix Payments account has since be reactivated. 
  Please see their most recent emails via ticket ********* for more information. 

• Initial Complaint

  Date:02/01/2025

  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.

  ******* ******** For several years now, had the same problem that you guys keep billing me in pesos. I don't know why this is happened. I don't live in ******. To pay pesos I have to pay enough charge to my credit card. Further more pricing has gotten more expensive for a very simple website. Bottom line is questioned over and over again to fix this peso problem and your customer service people never fix it.They're now telling me somebody will reach out to me that's been going on for a month.Additionally, I've been told to just let it cancel and then redo it when there's a 50% sale so in the meantime, my website will be down and there's no way I'm gonna pay the pesos again so I've canceled my credit card so that you guys can't rip me off again in pesos.Why is it that your company has zero customer service. You guys used to have good customer service you could talk to me now nobody. inv Invoice #********** and Invoice #**********. Hopefully, you can finally put an executive on this that can fix this. If not, I think I should let everybody on the Internet, social media know how poorly I've been treated and how the support is nonexistent.

  

  Business Response

  Date: 02/14/2025

  Hello and thank you for reaching out about this. 
  We can see that our colleague **** has been actively assisting you with this case via ticket thread *********** 
  Please see his latest email for more information or further assistance if required. 

• Initial Complaint

  Date:01/29/2025

  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.

  Subject:** *************************************** and Request for Billing Adjustment To Whom It May Concern,I am writing to file a formal complaint against Wix.com, Inc. for failing to uphold the service I paid for to protect my contact information from solicitations. Despite paying for this service, I have received ongoing solicitations, which has caused considerable frustration and inconvenience. I have contacted Wix customer service multiple times to address this issue. While the matter was escalated at one point, it was canceled in error by a representative, further prolonging the resolution. This mishandling demonstrates a lack of professionalism and diligence on their part. I have spent over two years attempting to resolve this issue, enduring long calls with unprofessional representatives who failed to address my concerns adequately. These repeated failures to provide the paid service and resolve the problem have left me with no choice but to escalate my complaint to the Better Business Bureau. To resolve this issue, I am requesting a billing adjustment or refund for the service that was not adequately provided. I believe this is a reasonable request, given the circumstances and the time and effort I have invested in trying to rectify this matter. I trust the Better Business Bureau will review my case and assist in resolving this issue promptly. Please feel free to contact me should you need further information or documentation regarding my claims. Thank you for your time and attention to this matter. Sincerely, **** ********

  

  Business Response

  Date: 02/11/2025

  Hello. In order to get a better understanding of this matter, please provide us with your Wix account name, and the previous ticket number(s) from when you last spoke to our colleagues about this. 
  We hope to hear from you soon.

• Initial Complaint

  Date:01/29/2025

  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 signed up for Wix in January 2024 and paid $200 at that time. I did not opt for automatic renewal and never published any website through your platform. However, in January 2025, I was charged $432more than double the original amountwithout my consent, prior notice of a price increase, or updated terms.I contacted your support team on the same day as the renewal to request a refund but have not received a response. At the time of the charge, I was recovering from major heart surgery in the hospital and was unable to address this issue earlier.This appears to be an unfair business practice designed to use auto-renewal as a way to take money from customers without their explicit consent or ************ I have not been using your service and do not require it, I kindly request a full refund of the $432 charged. Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 02/11/2025

  Hello and thanks for reaching out. 
  Please note that our premiums subscriptions are set to auto-renew by default, in order to prevent uninterrupted service. This is highlighted in the terms of use agreed upon at the time of purchase. 
  However, we do see that you successfully received a refund for this charge, which was approved on February 4th 2025. Please allow up to 20 business days from this date for these funds to return to your account. 

  Customer Answer

  Date: 02/12/2025

  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:01/22/2025

  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 purchased the Wix Core Premium Plan on 01/17/2025 and canceled it within their stated 14-day refund policy. Despite fulfilling all conditions for a refund, Wix has not refunded the amount I paid, which was $189.43. I have contacted their customer service multiple times through (email, chat, phone, live chat), but they have not resolved the issue. This lack of response and failure to honor their refund policy is unacceptable and misleading to customers.

  

  Business Response

  Date: 02/05/2025

  Hello and thanks for getting in touch. If you'd like to share your Wix account name, domain and ticket number, we would be happy to follow up on this for you. 

• Initial Complaint

  Date:01/20/2025

  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.

  On December 26th 2024 my company, which is a newly formed 501c6 received a payment on our website, this payment was for $10,000. It was a donation for us to have startup costs for our organization. It has almost been three weeks now and they will not release our funds. I have provided all the requested documentation to the compliance department as well as the contact information of the business that made the donation. This is preventing our organization from being able to set up services required for us to operate. I have attached our organizations documents that were sent to Wix minus our driver licenses and soc sec numbers that were sent to wix in the first week of January.

  

  Business Response

  Date: 02/05/2025

  Hello and thanks for reaching out. We have followed up on your case and can see that your Wix Payments account is currently undergoing verification. 
  Our compliance team is currently reviewing the provided documents to verify your account, and they will be in touch once this has concluded. 
  Unfortunately, we cannot expedite this process further. 

  Customer Answer

  Date: 02/06/2025

  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:

  I do not accept the response from Wix.  They have held onto $10,000 of our nonprofit start up funds, preventing us from starting all business operations, because the payment is in review with the compliance department.  I have asked almost daily for a reason or a timeline, or to have the fund refunded without having to pay processing fees. I have been told by a supervisor this week there is no reason for the hold up on the funds and the documents were approved weeks ago. They also have not agreed to pay interest on the funds they have held onto for over 30 days.  

   

   

   

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

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

  

  Business Response

  Date: 02/14/2025

  Hi *****. We are happy to note that your account compliance review is complete, and you can continue to receive your payouts.