The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Wix.comcustomer service, refused to cancecel service

L Review updated:

The website building company from the pit. I signed up for their premium website building package. I found that their product wasn't going to meet my needs. I tried to contact them to cancel my order but could never get them... you can only contact them by email and they will never get back to you. They were ignoring me and still charging my account. I sent at least 5 emails to cancel but they never responded to me...I finally changed my account numbers and they are still sending me emails telling me that they will continue to try and debit my account...

Beautiful product but lousy customer service. Try the free trial before you commit to their premium service.

Responses

  • Jj
    jjjag Nov 24, 2009

    This company has HORRIBLE customer service! I would not recommend spending any money with them. Just use the free template and foward your domain to their site. I tried to upgrade from a plan called "MY DOMAIN" to a plan called "COMBO" for $55 and was charged $188! Needless to say, I emailed to cancel that upgrade. However, they cancelled my original plan too! I have been in touch with 3 different customer service reps and they have proven to be completely incompetent! Needless to say, I still have not had the problem resolved. I would have just left it alone except I paid for the entire year on my orginal plan. It wasn't expensive, but it's the principal. They either need to refund me for my original plan or turn it back on!

    3 Votes
  • Bu
    Buildingnewworlds Feb 16, 2010

    Not only is their Customer Service horrible but if you say anything at all on their message boards about them that is not all full of praise and glory they have people who post rude replies back. I asked a simple suggestion about introductory charges for companies just starting out and did not say anything other than that as a suggestion and got called all kinds of names by "forum members". I have since started building my own web site with a well known program and it is going fine for me and I have more control over it. Wix lost at least one would be long time customer with now three businesses that all new web sites and could have gotten more from local business owners I know but I would not suggest them to any one at this point after the treatment I got from them.

    3 Votes
  • Ga
    garyday Mar 06, 2010

    i agree with you all. based on the way they respond to customers on the message boards, i think the Wix staff is ran by a bunch of juveniles.. they are extremely unprofessional and i wouldnt recommend any one who is a professional deal with them. sprout builder is expensive... but atleast theyhave professional customer service. as for wix... they are not worth the headache

    1 Votes
  • Li
    lin o May 15, 2010
    This comment was posted by
    a verified customer
    Verified customer

    There NEVER REPLY to my Questions about Support ...

    They send an e mail back saying that I haven't replied in 24hrs. so they close my case ...
    THIS IS A SCAM !!!


    [censor] !!!
    but, I paid $100, for one year with wix.
    I have a nice website, doesn't work fast .need more help from them, but they will not help !
    No phone support !
    I hate them !

    2 Votes
  • Ho
    houseofrhona Mar 03, 2011

    I have had the same problem. They told me they were closing down my website for non-payment and that my credit card is not working and to give them a new one. I emailed to them that my credit card is fine and to have customer service call me since there is no phone number. They sent me back a message saying I did not reply in 24 hours.
    Meanwhile, I would like to sue them - but some one needs to collect a list of all of us to do a class action lawsuit against this company.

    If you would like I could take charge of it - you can email me your information at [email protected]
    Or if someone else would like to lead this. please email me at this email and I will give you my information.

    3 Votes
  • Ol
    olik8 Sep 06, 2011

    They have been charging me the monthly fee for 5 months after I ended my premium with them. They've charged me $25 for a product I'm not even using, which I cancelled and have emailed them to reinforce this. They are still charging me too this day. I removed my account details from my package, They still charge me. On manage premium it says N/A for next invoice date and it says my premium package is cancelled and yet a new invoice appears every month.

    1 Votes
  • Jo
    Jordan Wix Feb 27, 2012

    Dear Wix users,

    Our support staff is committed to our users and as we continue to expand, it is important for us to make sure that anyone who uses Wix feels that they are being heard and addressed.

    After all, our main goal is to keep our users satisfied with our product and our service. We are here to serve you, our users, and we
    are eager to address the issues you have stated above/below.

    Please post a comment in the following link and we will do everything we can to resolve any technical or billing issue you may have:

    http://www.wix.com/support/forum/flash/other/other/wix-unresolved-issues

    Thanks,
    Jordan Wix Team

    -3 Votes
  • Ja
    Janie Turner-Miller Ferrell Jan 11, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I too am being charged for something I have not even published through wix.com I have sent them emails during the past year to cancel my subscription but yet they charged my account with $194 . When I confronted them on this, on their billing site they said it would be canceled 12/16. So apparently they are not going to refund my money. I have recently become a widow and cannot afford something I am not using.

    1 Votes
  • Ve
    Verry Frustrated Feb 10, 2016

    I logged on to their free website design years ago, I may have paid for something since they have my credit card, but the website I made is not even published and I see that they have been charging me $150 every year for at least the last three years for something I don't use. My credit card expired last year and somehow they were still able to get the charge through...are they making up expiration dates? Seems like a dishonest practice. Always thought the expiration date was for consumer security. When I call them they say, press a number and we will call you back at the the number you are call in from at a certain time, but they never called. - so frustrated

    2 Votes
  • Lo
    Louba Feb 08, 2017

    Case is in process. I have a very bad feeling about it. I paid for the unlimited version during 2/15/2016 to 2/15/2017. Take or add 1-2 days. When I realized how much would they charge for renewing the account, about $150, I immediately requested cancellation before the charge was posted into my bank account (it was already in there hanging open). Oddly enough, the charge was posted almost immediately after I submitted my request. This may have been a coincidence, but it seems at least suspicious. I called customer service, and the lady who attend the request refused to help with the situation over the phone. This sort of charges could only be dealt with their request form at their website (which beforehand gives you heads up that since the payment was already processed your request does not qualify). You could still send the message sending a review. That's why I did. Today February 8. Charge for service was posted today into account, I requested cancellation yesterday when the charge was not already completed. Today, instead of stopping the charge I had to request a refund. Customer service on the phone was not helpful at all.

    Note that the service for which I am been charged has not begun already. The unlimited service I paid for [protected] is still running for a few more days (ca. February 15) .

    I will have to wait for they to reply back and see if they will refund me the ca. $150 dollars for the unlimited version, which I do not want for [protected]. My fear is that they will wait too long so that the service roll over and then there is an excuse not to grant the refund. I'll give an update on how the situation resolves. It does not look very good right now.

    0 Votes
  • Ki
    kittu 1989 Apr 12, 2017
    This comment was posted by
    a verified customer
    Verified customer

    plz refund my money your team not anwer me myrTicket number [protected] why you dont refund my money . in your site it is mention 14 days replacement

    1 Votes
  • Ti
    Tim Rice Jun 21, 2018
    This comment was posted by
    a verified customer
    Verified customer

    I would like to join andy lawsuit against Wiv. I have a horror story to tell.

    2 Votes
  • Vi
    Visionary01 Dec 14, 2018
    This comment was posted by
    a verified customer
    Verified customer

    I had joined wix on 12/10/2018. Upon joining, I had created a landing page and a first page to start my promotions. My website with Wix was not completed but eager to apply me website with search engines, I had bought the Unlimited plan with a deal that I could not pass up with a free domain for 1 year, connecting the domain, a $300 ads voucher. It was a good deal. Upon buying this monthly plan, i noticed I had not received my domain or the $300 ads voucher. I had contacted Wix.com support team to help me correct the issue and was denied the domain and was told I had to pay for it and was told that the domain come with a yearly plan and not the monthly plan as stated in the screenshot below. A video was sent to me by email showing how to "buy" a domain. I had replied to the email stating the domain was free with the purchased plan. No further attempt by the support team was made to correct the issue. 2 hrs of waiting for the reply, I had to look up their phone number online to give them a call. No one answered the phone and was directed to a voice messaging system and was given the opportunity to leave a call back number and the support team would contact me back, but there was no option to leave a message nor was there a beep to indicate a recording. 3-4 hrs later of no further contact, I had wrote Wix.com to cancel my plan and to put the money back into my account with a full refund. On 12/11/2018 I received an email from another support member stating the domain was free but I had to pay for the connection of the domain and that if I wanted to cancel my plan, I would have to go online and do it, which is not true due to an email suggestion is legal and is foreseen as a legal binding contract. I had inform the support member that the connection of the domain was come with the plan and I had not received my domain. No further attempt to correct this issue was made. On 12/12/2018 another support member had contacted me stating I had to pay for the domain and there was nothing else that they could do for me. I had informed this support member that the domain was free with the plan and showed a screen shot of the plan stating the domain was free, and informed him that I had filed a complaint against wix for fraud, misleading content and false advertising which is against the Lanham act 43(a) and if the issue is not corrected, a lawsuit will be put into motion and all things between wix and I were being recorded and kept for evidence to back my claim along with reports from the BBB and other external website complaint sources. No further attempt was made to correct the issue. On 12/13/2018 I received an email from another support member stating I had to pay for the domain. I had replied to this support member that I had contacted the CEO of WIx to inform him of a 30 day notice to a lawsuit due to the illegal acts against cosumers and had shared with him the evidence along with URL's leading to complaints against Wix and told him the compliants will be presented in court and the federal charges that will be filed are: False advertising, misleading content, fraud, compensation for the build of the website, and court cost will be paid by Wix.com. Wix should not be anymore and I will push the issue to have them shut down, removed, and discontinued.

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    2 Votes

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