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:04/01/2025

  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.

  Dear BBB,I am writing to file a complaint against Wix.com regarding an unauthorized automatic renewal and their rigid refund policy.I originally subscribed to an annual premium plan with Wix. This year, the plan auto-renewed for a second year without prior notice, and my card was charged automatically. Upon noticing the charge, I immediately canceled the subscription and requested a refund. Wix denied my request, citing their 14-day refund policyeven though the charge was not made manually, and the majority of the subscription remains unused.While I understand Wixs policy, I believe this situation warrants reconsideration. The renewal was processed through automated billing, and I did not receive a reminder or option to opt out before the charge occurred. A full or partial refund for unused time would be fair and reflect better customer care.I have reached out to ******************** directly, but they declined to offer any assistance. I respectfully request the BBBs help in resolving this issue and holding Wix accountable for more flexible and ethical billing practices.

  

  Business Response

  Date: 04/08/2025

  Hello ******* Thanks for reaching out. Unfortunately, as clarified by our colleagues, Wix plans are set to renew automatically at the end of the subscription period in order to ensure uninterrupted service.
  This is outlined in our terms of use, which were agreed upon at time of purchase. Unfortunately, as this renewal charge falls outside our refund policy, there is nothing further we can do regarding this matter. 

  Customer Answer

  Date: 04/15/2025

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

   Thank you for the response. However, Wixs reply does not fully address the core of my complaint.

  To clarify:

  I did not manually authorize a second-year renewal, nor did I receive any reminder, invoice, or opt-out notification prior to the charge being processed. The automatic renewal was not made with my explicit or current consent, and I did not knowingly enroll in an auto-renewal agreement at the time of initial purchase.

  I respectfully request that Wix provide a copy of my signed or acknowledged agreement specifically authorizing the renewal of this plan and the use of my payment information beyond the first year.

  According to FTC guidelines regarding negative option billing, a company must:
  Clearly disclose the automatic renewal terms at the time of purchase,
  Obtain affirmative consent to those terms,
  And provide clear notice before each charge is placed.
  

  None of these occurred in my case.

  Furthermore, since the majority of the subscription remains unused, and the charge was placed through an automated process without sufficient consumer disclosure or notification, I believe a full or partial refund is not only fair, but necessary under responsible business practice.

  I remain hopeful that the BBB will review this matter and encourage Wix to act in good faith and comply with ethical billing practices.

  Sincerely,
  
  ****** *
  
  
  
  
   
  

  

  Business Response

  Date: 05/08/2025

  Hello again. While we understand your concerns, our colleagues have thoroughly explained this matter previously with regard to the terms of use you agreed upon at the time of purchase. 
  There is nothing further we can do regarding this final decision from our colleagues. 

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service 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 church owns a website through Wix.com. For some reason, we have more than one premium account. I contacted the company today because was charged twice in 2024 for a premium account and the company will not refund my money. We only have one premium account active. We only have one active website. I explained to the representative that we just noticed this error and they don't want to refund our money. The account is set for renewal in a few days.

  

  Business Response

  Date: 04/08/2025

  Hello and thanks for reaching out. 
  We see that you have already spoken with our colleagues regarding this matter via ticket ********** 
  Unfortunately, as our colleague has clarified, this charge falls outside our refund policy and as such we are limited in the further support we can provide. 
  We suggest following up with our colleagues directly at wix.com/contact to discuss the status of the matter further. 

• Initial Complaint

  Date:03/28/2025

  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.

  This business offers basic website hosting services including a free domain for 1 year priced at $19/mo. When you choose this option you have to pay for entire year at once ($19x12=$228) upfront in order to receive the services advertised. If you choose to pay monthly as it is advertised then the price is raised to $27/mo and you do not get the free domain for a year. That is an additional charge. It should not be advertised as $19/mo if I can not actually pay the $19 monthly as it is described.

  

  Business Response

  Date: 04/08/2025

  Hello and thanks for reaching out. 
  Please note that that our studio plan pricing page clearly states that the displayed prices are for yearly subscriptions, paid in full at the time of purchase.
  You can see this just below the section in your screenshot below the plan tier and pricing options >> *************************************************************

• Initial Complaint

  Date:03/27/2025

  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.

  Date of transaction:Original plan was set to auto-renew in early April 2025.Amount paid:Previous year was approximately $400 for a Wix Studio Premium plan.What the business committed to provide:Wix committed to providing tools for hosting, managing, and customizing a website under a Premium plan, with the ability to manage subscriptions (including downgrades and billing cycles) via the dashboard.Nature of the dispute:I attempted to downgrade my Premium subscription to a lower-tier plan with monthly billing before the renewal date. However, despite being the account holder, ******************** stated that because the site was transferred to me, I was not allowed to make any changes only cancel the subscription and purchase a new one. This is not clearly stated in their documentation and is a deceptive business practice. I am being forced into a full annual renewal without the option to downgrade or adjust billing, even though the service is barely being used.Whether the business tried to resolve it:After a frustrating and delayed live chat with multiple support agents, Wix refused to make the downgrade or billing adjustment. They suggested I cancel and repurchase the plan, which would interrupt the payment infrastructure and create additional complications for my business.Desired resolution:Downgrade the current plan to a lower-tier offering (such as Core or Light) and switch to monthly billing. I do not want to pay another $400 for a service I am not using fully. Alternatively, allow full management access to transferred subscriptions or clearly disclose these restrictions during site transfer.

  

  Business Response

  Date: 04/08/2025

  Hello and thanks for reaching out. Please provide us with your Wix account name and support ticket, and we will be happy to follow up on this for you. 

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wix has hosted my Business website for the past four years. I pay $45 / mo. for their services and have a premium account. On Feb. 24th, 2025, I was asked to provide documentation proving my business to be legitimate. I was asked to supply 1. a description of my business, 2. government-issued documents showing business registration, 3. proof of delivery of a product, and 4. government-issued ID of owner (me). I received their email request at 4:02 AM CST. I responded on Feb. 24th, 2025, at 10:18 AM CST. I replied with attachments. I sent my EIN letter from the ***, my license from the state where I reside, a screenshot of an order confirmation, several pictures that I physically took of my products, a picture of my state driver's license, as well as an email confirmation of an event I was registered for just to show how and where I sell my products other than my website. At the time they were holding approx. $350 from me purchasing my own products in order to have them on hand at my pop-up event. Now they are holing $707 of my money which includes all the money from my sales from the event. I am scheduled for another event April 9 and am concerned at this point why they have not resolved the issue from their side. In addition to this there have been numerous back and forth with them. They claimed to not have received my information which I ended up resubmitting multiple times. I have asked for status updates several time and getting the same response "Thank you for once again for using Wix.com to run your online business and for your continued patience. My name is ***** and Im with the Payments by Wix team. I want to update you on the status of your case. As of now, we regret to inform you that we do not have a final update to share. The review process is ongoing, and while we understand your eagerness to have this matter resolved, it may take a bit more time."Please help.

  

  Business Response

  Date: 04/08/2025

  Hello and thanks for reaching out. We have followed up on your ticket (no. *********) and our happy to report that your Wix Payments was verified and is now Active.
  You can continue to accept payments and receive payouts. We appreciate your patience during this entire process. 

• Initial Complaint

  Date:03/21/2025

  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.

  I used Wix a year ago to get my product off the ground. I started building my website but never published it. What wix does is it takes the subscription payment out early to ensure that the website does not go inactive due to lack of payment. I never received an email stating they were doing so. I just received an email from ****** saying they were drafting a payment of $288 for wix. I immediately logged in to cancel the payment, however they do not allow you to do that. I contacted customer service and I was informed they dont allow refunds for renewal payments. They only allow refunds up to the first 14 days of service. I was told by the customer service *** that she would look into a one time curtesy refund for me and it would take up to 3 business days to get back to me, I never heard back from anyone. Meanwhile, my bank kicked back the payment and I had terminated my subscription with them. However, Wix pushed the payment through a second time and now my account is negative and Im being hit with overdraft fees. While Im typing out this complaint, my current subscription doesnt expire for another 6 days. Wix could have easily canceled the service without charging me, especially since I havent used one minute of the renewal subscription. It wouldnt have hurt them at all to help me, but it hurts me immensely because they didnt. Worst company ever.

  

  Business Response

  Date: 04/04/2025

  Hello and thank you for notifying us of this. Please provide us with your Wix account name, your site domain and your support ticket number, and we would be happy to follow up on this for you. 

• Initial Complaint

  Date:03/12/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Wix.com regarding their failure to address a critical issue affecting my business, ***********************. We have made multiple attempts to resolve this matter through the appropriate channels, but Wix has remained unresponsive.The issue pertains to Wix unlawfully locking our DNS records, preventing us from making necessary changes. This is a clear violation of ***** regulations and U.S. law, which protect domain owners' rights to control their DNS settings. Despite repeated requests, Wix has not provided any resolution or explanation.We have also provided proof from ***** records demonstrating that Wix is restricting our ability to manage our domain settings. However, they have failed to respond or take corrective action within a reasonable timeframe.We request that the BBB intervene to ensure Wix responds to our case and releases our DNS records immediately. Their failure to comply is causing business disruptions and may result in legal escalation.We appreciate your assistance in holding Wix accountable and ensuring they address this matter properly. Please let us know the next steps in the complaint process.Sincerely,********************************************* Email: *********************************** Phone: ************

  

  Business Response

  Date: 03/28/2025

  Hi ******, 
  We see that you have been in touch with our colleagues via ticket ********* regarding this ICANN lock on your domain. 
  As the team mentioned, Wix domains do not have an option to opt out of the 60-day lock policy.
  Instead, it is listed in the public information, that changing your contact information locks your domain for 60 days, in which time it is not possible to transfer your domain away from Wix.
  However, you can still access and update the *** records of the domain during this time. 
  

• Initial Complaint

  Date:03/10/2025

  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 has frozen our account and is withholding funds for no determinable reason. The reason they provided is that it was a "different transaction amount than usual", which is ridiculous because not every transaction amount is going to be the same. They are saying they can hold our funds for an indeterminate time and will not give us a real reason as to why this happened or why they cannot release the funds. Our business is at a standstill.

  

  Business Response

  Date: 03/20/2025

  Hello and thanks for getting in touch about this. We have followed up on this case and are happy to note that our payments team were able to resolve this for you via ticket ********** 
  Your Wix payments account is now verified, and you will continue to receive your payouts. 

• Initial Complaint

  Date:03/07/2025

  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 Plan from Wix under the impression that it would complete my website after payment, as advertised. However, after paying, all I received was a domain that wasnt even the correct name of my business. The platform did not complete my website as ************ make matters worse, customer service is nearly impossible to reach. Wix does not offer 24/7 human supportonly an AI chatbot that provides generic responses. When I tried to get assistance, AI informed me that I would have to wait 20 days to resolve my issue. This is completely unacceptable for a paid service.Wixs advertising is misleading, and their lack of accessible support makes it difficult for customers to get real help. I want my money back because this experience has been frustrating and a waste of time. If you are considering Wix for your business, be cautious about their claimswhat they promise and what they deliver are not the same.

  

  Business Response

  Date: 03/20/2025

  Hello and thanks for reaching out. 
  Please provide us with your Wix account name and domain, and we will be happy to look into this further for you. 
  Can you also confirm if you have submitted a support ticket regarding this matter with our customer care team at *****************************

• Initial Complaint

  Date:03/07/2025

  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.

  Premium plan was purchased by my marketing agency in 2021. Was sent an email that they couldnt auto renew so paid for the auto renewal. No where on there did it state their refund policy or give me an option to downgrade my plan. So I paid. A few months later, my needs changed so when I went back to Wix and asked for a partial refund for what I didnt use which was 2 years and 2 months of the plan, they said no sorry no refunds. Wish I had known because I dont believe in not telling clients up front especially when sending emails to renew with no other information. Terrible way to do business especially with clients that have been with your company for years. Wont be back and will let others know how this business is run.

  

  Business Response

  Date: 03/20/2025

  Hello and thanks for reaching out. 
  We see from your support ticket (no. *********) that the refund you have recently requested was for a renewal payment made in April 2024. 
  Unfortunately, as clarified by our billing department, our refund policy does not cover renewals of existing plans such as this, and we will be unable to assist further with this. 

  Customer Answer

  Date: 03/27/2025

  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,
  
  ****** *****