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:11/19/2024

  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 was billed and charged by Wix twice in April 2024 for my same website that they are hosting on their portal. After paying $****** on April 3, I got a message about a promotion for upgrading my Premium Core subscription to the Premium Business subscription. I was unaware that I was going to be charged and additional $457.92 + ****** for both subscriptions simultaneously as the Premium Business has same plus more benefits as the Business Core. I contacted Wix requesting a refund and I was denied because I was told it was too late for a refund. I paid nearly $700 in April, for the year, for duplicate services! I discovered the duplicate billing when I was having issues with my website email forwarding. I wish to be reimbursed the full $475.02. Thank you,Respectfully,***** ********* ******************

  Customer Answer

  Date: 11/19/2024

  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.  Wix has refunded me for the erroneous charges.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  Date:11/19/2024

  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 typically Auto-Renew my Wix website every 2 years and the price has been the same for the last 6 years. This last cycle, I had gotten one email that was sent to spam about a price increase.When I got billed for the 2 year renewal, the price had over doubled from $264 to $576. If I'd have ever known they were going to charge me double, I'd have never renewed my website. As soon as the charge went through, within 10 minutes, I had requested a cancellation and refund (obviously I would lose my website renewal) and went through all the motions to get the refund. This was 2 weeks ago and I haven't gotten any sort of information back from Wix.I think the way they over doubled the price of my simple website hosting was majorly wrong and not pushing the fact that the renewal would be so much more, through their app (which I have on my phone) mail, multiple reminders, etc. is completely wrong and dishonest.All I want is my refund for this next 2 years of my website that I do not want to do anymore business with Wix over. They are obviously praying on this going under the radar and getting customers committed to an astronomical price change.

  

  Business Response

  Date: 12/05/2024

  Hello and thanks for reaching out. We have followed up on this case and are happy to report that your refund is currently being processed by our colleagues. 
  Please see the most recent email from our colleagues via ticket thread ********** for more information. 

  Customer Answer

  Date: 01/02/2025

  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:
  

  
  

  This case was closed due to the merchant saying they were going to refund me and still never have. I have contacted them multiple times and still can’t get it resolved. I am wondering how to resolve this since they still haven’t followed through. 
  

  
  
  
  Sincerely,
  
  
  
  **** *****
  
  
  
  
  
  
  
  
  
   
  

  

  Business Response

  Date: 01/07/2025

  Hello again. We see that you have been in continuous contact with our billing team regarding this matter. 
  As clarified by our colleagues, this is not a standard refund and chargeback cases such as this can sometimes take several weeks to be completed. 
  Once our team has an ETA on this, however, they will be in touch via email. We appreciate your continued patience. 
  
  

  Customer Answer

  Date: 01/07/2025

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

  I am getting a little impatient because I tried to take care of this long before I ever filed a chargeback. This charge on my card keeps accruing interest and I can't understand how a company the size of Wix still hasn't been able to figure out how to process a refund after over a month. I have 2 months now of accrued interest on my original charge. One of the latest reasons for the lack of refund I was told was 'a problem with Wix's Paypal account' which seems kind of odd. I had further communication that the Paypal issue was fixed and it should be soon to get the refund. Still nothing.

   

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  **** *****
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:11/19/2024

  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 have a premium subscription to Wix for website services.I recently attempted to cancel my automatic renewal online because the cost is too high.When I went through the steps to cancel I was prompted to give a reason for my cancellation and one of the options was something like "costs too much", which I checked.A message then popped up that offered a 30% discount if I would continue without cancelling.That was acceptable to me so I opted in for that.Lo and behold, I was just notified that my account renewed at FULL PRICE of $432...with NO 30% discount.I will be disputing this charge with my credit card company once it comes out of pending status.I would very much like to stay with Wix if they will offer me at least the 30% discount ($302.40) I was supposed to receive.Also, they have my old mailing address and I can't seem to find where I can update that.

  

  Business Response

  Date: 12/05/2024

  Hi there. We are sorry to hear this occurred with your plan renewal. 
  We suggest contacting our colleagues in the billing department, so they can investigate this further. 
  Please reach the team here >> ***************

  Customer Answer

  Date: 12/05/2024

  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:

  Upon receiving Wix's response which was to click on a link for help, I immediately went there and was made to "chat" with an AI non-person 'chatbot'.  After explaining (once again) my issue of not getting the 30% discount, the non-person AI thing told me "it seems like the discount wasn't applied correctly" and then said they would connect me to an "expert". 
  As you will see from the attached screenshots, I then proceeded to wait over 90 minutes for an "expert" to appear, which never happened even though the hourglass next to the "Just A Moment" was spinning and spinning.
  I cannot sit here all day waiting/hoping that someone would finally connect to resolve this issue.  Being that I was made to not only dispute the charge with my credit card company but to also make a BBB claim, I think at this point I have spent an ample amount of time trying to get this resolved.  It seems like Wix is making the resolution of this next to impossible, perhaps hoping that I'll just give up?
  The screenshots attached will show my entire exchange with WIX today including the timestamps of how long I waited for an actual person to help me resolve this.
  

   

   

   

   

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

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

  Customer Answer

  Date: 12/16/2024

  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:

  My complaint has not been resolved because Wix is asking for more information: 
  "MESSAGE FROM BUSINESS:
  
  ** *** ***** ** **** ***** ******* *** *** ****** ******* ** **** **** *** ******* **** *** **** ******* ** ** *** *********** **** ******* *** *****

  ----------------------
  I am not sure what you mean by my Wix account name other than my full name:  ****** ******* ****
  My site url prefix is:  *********

  My website was:  **********

  Yesterday I was notified via email that Wix has terminated my account so I no longer have a connected website even though NONE of this was my fault and I have taken numerous steps to get this resolved.
  I chatted with a Wix *** yesterday (I have the transcript if needed) and today I messaged with Wix on X/Twitter.....and no one can help with this.  I am being punished for disputing the 30% that I was charged and should not have been.
  I have provided ample documentation via screenshots of everything to Wix, BBB, CIti credit card, etc...all to no avail. Every Wix person says they can't help me.  And now I no longer have a working website.  I'm heartbroken, deeply saddened and exhausted over this situation.  I never once tried to get out of paying, proof of which is that the dispute I filed with Citi credit card was to be ONLY for the 30% I should not have been charged.  To reiterate, I was charged the full price of $432 when I should have been charged $129.60 less than that.
  I just want my website back and I want to pay Wix $302.40. 
  
  
  

   

   

   

   

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

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

  

  Business Response

  Date: 12/20/2024

  Hello again. We see that the chargeback file for this recent renewal is still under dispute. Unfortunately, until this is resolved, our colleagues are limited in the immediate action they can take regarding a resolution to this case. 
  If you have not done so already, please contact your bank regarding this current chargeback status. 

• Initial Complaint

  Date:11/15/2024

  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 paid for a Core plan (annual) that renews May 2025 ($204). I decided that at the time of my renewal, I would like to downgrade to the Lite plan because I will no longer need the features in the Core plan. When I completed the downgrade, their system said that my account will downgrade to Lite May 2025. When I refreshed my account, it had already downgraded my site. I lost all of the features of the Core plan. No refund. No credit. I chatted with two of their **** asking them to simply put me back on the Core plan until I renew (as their website said would happen). I was told they could not do that.The first representative was no help. He had no clue what he was talking about so I ended that chat and started a new one. The second one advised me to request a refund. I did as I was told and it was *********, I have paid for a Core plan and they have me on a Lite plan and refuse to refund/credit me or put me back on the Core plan as before.I currently have event registration running on my account in which I have ******** Ads promoting it. Because I'm on the Lite plan no one can sign up for my event unless I pay $87 to upgrade back to the Core plan.When I asked the representative, why do I need to pay again for the Core Plan when I've already paid for it, he had no answer. I want them to do ONE of the following:* Refund ALL of my money and I'll take my business elsewhere * Refund or credit the difference between the Core Plan and the Lite Plan

  

  Business Response

  Date: 11/27/2024

  Hello and thanks for reaching out about this. We are sorry to hear this has been your experience. 
  We see you have been in touch with our colleague, ******* via ticket *********, regarding this matter. 
  If you'd like to proceed with requesting a refund for your services, please continue to speak with her via your existing email thread, and she will be happy to assist you further with this. 
  

• Initial Complaint

  Date:11/06/2024

  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 on Thursday 10/31 for a renewal on a domain I purchased through Wix back in 2023. They allege it was an auto-renewal for a domain, which was never even activated. I never signed up for an auto-renewal and was never notified I would be charged $****** [double what I paid in 2023]. I immediately contacted their customer support for a refund. I was told they could not assist me and that I needed to fill out a Special Circumstances Form and submit it so they could "evaluate" whether I am entitled to my funds back. I received an email from Wix that weekend 11/3 that ****** had declined the payment and therefore funds should be back in my bank account. I contacted ****** today and they advised me they never denied payment to Wix. I contacted Wix again requesting the whereabouts of my ****** and I was told, again, that no one there could help me and that someone from the escalation would get back to me in 7-10 days. I find this to be totally unacceptable. I also just called their Corporate Headquarters as a last-ditch effort and was refused assistance as well. Someone has $****** of money- whether it be ****** or Wix- and I have no product, no domain and no money. I am not rich by any means. It is the holiday season and I feel like I am being robbed. Hoping you can assist me in recovering money that is rightfully mine.

  

  Business Response

  Date: 11/25/2024

  Hello and thanks for reaching out about this. 
  We see you have been in touch with our colleagues in the billing department via ticket *********** 
  Our colleagues have outlined the reasoning behind these charges and the effect of the chargeback you filed for these charges. 
  However, our colleagues are awaiting a response from you regarding your refund request, as they require your ****** information in order to process your refund.
  Please get back to them as soon as possible. 

• Initial Complaint

  Date:11/04/2024

  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 has been withdrawing money from my bank account for years. I have tried to cancel it over and over without success. It is impossible to contact them via telephone and written requests do not receive a response. I am forced to resolve this issue with my bank every single month, yet wix continues to attempt the withdrawal, even after going months without payment, where any reasonable person would assume that they would stop the service and stop the automatic withdrawals after not receiving one or two monthly payments. Surely they are not continuing to provide any kind of service at this point. Yet Wix will charge my account over and over until the payment is processed, even though I have asked my bank to block all charges Wix. I have no way to get in touch with Wix to stop them from basically stealing from me so this is my last resort.

  

  Business Response

  Date: 11/08/2024

  Hello and thanks for reaching out. We would recommend to reach out to our Billing team regarding these charges. They will be able to access your account and view your invoices. You can reach them here >> *****************************************. Please ensure you are logged into your account when accessing this link. A member of our team will reach out to you ****.

• Initial Complaint

  Date:10/21/2024

  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.

   
  Complaint: ********
  
  I am rejecting this response because: this only pertains to a one month refund. I have been seeking assistance since April 2024 and have not been able to edit my site since so this is unacceptable.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/18/2024

  Hello and thanks for reaching out. We see you have been in touch with our colleagues via ticket **********. 
  If you'd like to proceed in requesting a refund, please follow the steps outlined here >> **************************************************************************************

  Customer Answer

  Date: 10/21/2024

  Wix rolled out their new website editor in March 2024. Since then, I have contacted them several times to request to opt out as it would not allow me to use or edit my website after much troubleshooting. I contacted them over and over and they refused to help me. I have been unable to use or edit my website since March but have been charged $25 per month each month. I am requesting a full refund of all my fees since they refuse to help me resolve this issue. They have confirmed that my browser is not the issue. No one will assist me.

  Customer Answer

  Date: 12/17/2024

  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: they did reach out to me and ask me what refund I was requesting and I told them I was requesting monthly fees refunded from since March and they told me the plan I was on has no refunds and declined to approve a refund. 

   

   

   

   

   

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

  

  Business Response

  Date: 12/20/2024

  Hello again. We do see that our colleagues have been in touch, but unfortunately they have confirmed these charges cannot be refunded as they fall outside our refund policy timeframe.
  Unfortunately, this team's decision is final and there is nothing further that our team here can do regarding this outcome. 

• Initial Complaint

  Date:10/17/2024

  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.

  All transactions took place 08/01/2024 and 10/16/2024. Wix refused any human-to-human contact in *****************.

  

  Business Response

  Date: 11/01/2024

  Hi ****. Please provide us with your Wix account name and site domain. 
  Can you also confirm if you have requested assistance with a member of our customer care team here? >> ********************/contact

• Initial Complaint

  Date:10/16/2024

  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 July 2, 2024, I setup my Wix account to receive ******************** Payments and was approved. On August 6, 2024, I received my first payment and was told 1) it would take 2 business days to process my payment and 2) that my payment would be sent on August 13, 2024. However on August 8, 2024, I received a notice that my previously "approved" Wix Payments account needed to verified. Wix requested supporting documentation pertaining to my business, which I provided that same day. After not hearing from Wix for several days, I contacted them on August 13, 2024 and was told that their "compliance team is still working on my case". On August 14, 2024, I was told my Wix Payments account will be closed because my business is "above risk" and that my payout would be on hold for 60 days. Finally, I contacted Wix on October 6, 2024 (60 days after my payment) as well as October 15, 2024 (61 days after I was told my payment would be released). Not only has Wix NOT initiated my payout, they have not provided any explanation as to why they are continuing to hold my payment. Wix is committing FRAUD by withholding funds that do not belong to them! Based on previous complaints, Wix is giving its customers the runaround, while holding their funds without merit. The process of Wix approving payment accounts then randomly holding payments for extended periods, claiming the account needs to be verified again is misleading, unethical and fraudulent.

  

  Business Response

  Date: 10/30/2024

  Hello and thanks for reaching out. We gave followed up on this case for you and can confirm that your final pending payouts have since been released to you. 
  Please see our colleague ******* latest email via ticket *********. 

• Initial Complaint

  Date:10/16/2024

  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.

  2 days after I paid for premium membership Wix mistakenly blocked my IP and I can't access my website, wix website. They literally don't have customer service.They did not inform my by any means that my account is blocked, I had to figure it out myself, probably in a serious delay.They have absolutely no reachable customer service.I had to understand what is going on through online research and from REDDIT because there is absolutely no one to talk with from Wix The only way I have found to contact them is through social media chats!My account is blocked for over a week now, sent all my personal information and sensitive photos to prove my identity like they asked. NOTHING came out of it. takes them days to reply to an email. This company is a joke, I do not recommend it to anyone!

  

  Business Response

  Date: 10/25/2024

  Hello **** We have followed on this matter for you, and we can see that your account was restored by our policy team on October 16th. 
  If you require any further assistance with this matter, please let us know.