Complaints
Customer Complaints Summary
- 681 total complaints in the last 3 years.
- 178 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/26/2025
Type: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 had a website a few years ago with Wix. Ive since canceled my account and no longer use their services. membership. My name is ***** ******, and it appears someone, not me, had created a personal website ***************, and Wix incorrectly pulled the $432 yearly membership from my profile and bank account information. I have no association with ***************, it is not my website. When I called Wix to try and clear up the situation and have the charge reversed, they said they have no record of it on my account which is because I did not sign up for any website. But the money was still taken from my bank account and I have the bank statements to prove it. No one is able to help because they say they are unable to find anything in their system for my website or find my charge, because its not my website and I have no access to it, the only connection is it has my name. It is someone elses website, that they incorrectly charged me for, and I would like a full refund.
Business Response
Date: 05/08/2025
Hello and thanks for reaching out.
We see that you are in touch with our colleagues via ticket **********. In order to proceed with assisting you with this recent charge, our colleagues previously requested some additional information regarding the charge.
Please follow up with the team directly with the requested information. If you cannot provide any of the requested info, please communicate this to the team.Initial Complaint
Date:04/23/2025
Type: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 charge us $185.00 for a processing fee. We are a non-profit food ministry and we receive a donation of $5,000.00 to assist us serve the community. It is very hard to receive donations now a days. We need every ***** we can get. Charging $185.00 for 1 transaction is not right my any means. They were not able to provide any documents stating that we agreed to these charges and refuses to refund the money. We understand there is a processing fee when we receive a donation online. But, $185.00 is too much. They are not able to provide any documentation showing we agreed to these charges. Please help, we really need our money back. We are a struggling food Ministry.Business Response
Date: 05/08/2025
Hello and thanks for reaching out. We see that you have already spoken with our colleagues regarding this matter via ticket **********
As clarified by our colleagues, these processing fees are outlined in the previously agreed upon Wix Payments terms of service >> ********************************************************
Unfortunately, there is nothing further, our colleagues can do regarding this matter.Initial Complaint
Date:04/22/2025
Type: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 is holding our payout of $13,000+ and refuses to give any information or updates regarding the situation and when our funds will be released. The process says it takes less than 7 days but this has been ongoing for multiple weeks now with no resolution or helpful communication from the Wix Payments team or their Compliance team.Business Response
Date: 05/02/2025
Hello and thanks for reaching out. We have followed up on this case and can see that the matter is currently being handled by our Payments team via ticket ***********
Please await further updates from our colleagues via your existing ticket thread, the team will be in touch shortly.Initial Complaint
Date:04/17/2025
Type: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.
April 17th 2025, ******* charged my account without my consent on my credit card that I removed and turned auto renewal off. I am seeking a full refund of ($364.67 USD) $507.22 in Canadian funds to my card.Business Response
Date: 05/02/2025
Hello and thanks for reaching out. We would suggest contacting our billing department for direct assistance with this charge.
You can get in touch with the team directly at ****************Initial Complaint
Date:04/16/2025
Type: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.
-Date of transaction: charged on March 25, 2025 -Amount of money paid to business: $607.09 -Business committed to provide: Premium plan service updated, uninterrupted. But I dont understand what new additions they are adding to justify the cost? Seems like the same plan and they didn't explain anything and just auto-renewed at a huge price hike. -Nature of dispute: Full refund, remove my card information from their website (this is not an option), cancel plan (this is not an option just auto renews). Additional Info: The subscription was auto-renewed with a price hike from $378.86 to $627.09 USD. There was lack of notification. I found out because of my credit card statement and had to search in my inbox for the email as it did not come in my main inbox. I contacted Wix and the customer *** and explained the situation to her. She said she couldnt help me and said she would escalate the issue to another team. When I asked what the timeline would look like, I got no answer. They said if I had contacted them up to 2 weeks after the renewal date, they could refund but because its 3 weeks, they said they couldnt. I told them Id rather pay for that month and cancel everything and get my refund but they said they couldnt do that. At this point, I want a free refund and to create awareness. This is extremely unethical and sneaky business practice. I dont even know how to cancel my current plan since they already took the money and refuse to refund me. Again, I also dont know what these new updates to the plans are and if they justify the cost. This was not explained to me.Business Response
Date: 05/02/2025
Hello and thanks for reaching out. We see that you are currently in contact with our billing team via ticket ********** regarding this matter.
In order to proceed, please see our colleague ******** most recent email and provided the requested documentation. Thank you.Initial Complaint
Date:04/07/2025
Type: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.
We are a 501 (c) 3 charity. We built a website with WIX and then found out afterward that the renewal cost would far exceed our donation income. We asked for a refund of the Premium plan. I as treasurer, talked with a female in some foreign country on the WIX customer support line. She said no problem, but it would take more than 20 days. Today I looked on the WIX site and it said a refund request had to happen in 14 days. I sent in a refund request today and it was denied today. We need this money to continue our charity work. We support off leash dog parks.Business Response
Date: 04/18/2025
Hello. Please provide your Wix account name, your site domain and your previous ticket number, and we will be happy to follow up on this for you.Customer Answer
Date: 04/27/2025
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:Our website is ********************** I was not given an numbers when I called into customer support. The person I talked to spoke very poor english. I had a hard time hearing her.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ******
Business Response
Date: 05/15/2025
Thank you for this information. We see that you initially purchased your 3-year plan as part of a 50% discount promotion.
As such, when the plan would renew in 3 years time, you would have been charged again at full price, which was outlined in the terms and conditions of the promotion.
We also see that you filed a chargeback for your recent purchase on April 13th, which will require our billing team to investigate further.
Due to this, you will need to follow up with our billing team regarding this matter at wix.com/contact.Initial Complaint
Date:04/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The company Wix raised the renewal rate by 200 dollars ish ******* , allegedly sent some email that we never saw. the charge even was flagged as fraud by our credit card company, we immediately contacted them and they said since we didn't cancel 30 days ago they will charge us for the 3 years. I tried resolving it with them for about 20 min and they refused to do anything about it.Business Response
Date: 04/18/2025
Hello. We would recommend reaching out to our billing department directly for assistance with this matter.
You can get in touch at ***************.Initial Complaint
Date:04/04/2025
Type: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 $348 on April 3rd by WIX for an old website. Asked for a refund immediately after the charge on $348. WIX wants to 16 days just to review the request. I am requesting this refund IMMEDIATELY.Business Response
Date: 04/18/2025
Hello. Please provide us with your Wix account name, domain and ticket number, and we will be happy to look into this for you.Initial Complaint
Date:04/03/2025
Type: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.
Charged me for a year 2 weeks before the due date and refused to refund.Business Response
Date: 04/18/2025
Hi *******. If you'd like to request a refund for one of your premium subscriptions, please contact our billing department at wix.com/contact.
If you have already done so, please provide your Wix account name, domain and ticket number.Initial Complaint
Date:04/02/2025
Type: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.
Locked out of my account I have multiple websites with WIX. My nonprofit website is locked due to a bad email and I have an updated business cell number. So I can't 2 factor. It's been almost 10 days I have been trying to get in. I have filled out a recovery form. Been contacted via email 4x but apparently emailing them through the email I am paying them from has been wrong. They want a email from the email address that does not exist since it was with an old internet provider. I have uploaded a copy of my passport and verified the credit card I pay from. The chat bot is useless. I can't get a live chat unless I am log in. The last correspondence from a "support" every other sentence had!!!!! After it. I only used my old email as a log in name, I thought my business email I am paying for through wix was the email they would correspond through. Regardless, this has costed my non profit money. My website for a cat rescue is being held hostage. There is zero customer service numbers. A phone call could have settled this in 10 minutes. And any #s posted on other chat rooms like Reddit go no where. I want access to the website I am paying for or I want my account closed with no further payments deducted.Business Response
Date: 04/08/2025
Hi ******, thanks for reaching out. We are happy to note that our colleagues were able to grant you access t your account via ticket thread ***********
If you require any further assistance, please reach out.
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