wix.com Reviews

3,392  •  Bad
TrustScore 1.5 out of 5

1.7

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Rated 1 out of 5 stars

Denied request for refund on 3 week-old plan that was accidentally purchased

After switching our 2 websites to Wix from a previous website hosting company, we accidentally paid for 3 "Premium Plans" instead of the 2 we needed. While making a few last edits to one of the websites, we caught the "unassigned" Premium plan which we paid $115 for. Since the accident was caught a week after their 14 day refund policy, they denied our request for a refund.
To say the least, we were absolutely shocked that a company like Wix would deny our request for refund on a hosting plan that was never used. They literally didn't have to lift a finger, waste any storage space, or even so much as connect a domain to the plan that was accidentally purchased. I see now why their ratings are as low as they are on TrustPilot. They could care less about even their new customers.
Update 4/2022: Wix representative began corresponding after posting this review. They requested more info but took a day to respond to each email. It seemed even more so that they would have rather paid the representative to keep defending their refund policy and lose a customer than to just refund me the accidental charge. I disputed the charge with Discover Card quickly after realizing they were only dragging their feet.
Update 4/27/22: Discover reapplied charges to my account. Apparently unknown charges are not actually covered like Discover claims. Regardless, I'll continue to dispute it until Wix has spent more than the $115 they charged us to pay their customer service reps to keep debating an accidental charge.
Like I said earlier, Wix would rather dispute and argue with their brand new client and let an unused / accidentally purchased website sit there. It's blatantly obvious they could care less to fix a customers mistake and keep their money than to do the right thing! Shame on you Wix!

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Rated 1 out of 5 stars

Don’t use this company

Don’t use this company. So difficult to get in contact with them and annual renewal fees taken out of my account without prior notification. Took me several hours to find a way of contacting them to complain. Have had to cancel bookings due to medical diagnosis and now refused a refund on the fees. Will be deleting my account….when I figure out how!!!!

Reply from wix.com

Hi Josef,

Thank you for taking the time to speak with me regarding your matter. It was a pleasure speaking with you.

I'm so glad that we were able to get everything straightened with understanding your situation and sorting it out! We really appreciated the feedback that you had to share with us!

Should you require any help in the future for any concerns relating to Wix, our Customer Care team will happily investigate your situation for you and do everything they can to help.

https://bit.ly/2FM5lcI

Take Care,
Claire

Rated 1 out of 5 stars

A horrible company with worse human beings

I signed up for a 3-year premium plan that, due to prolonged medical issues, I haven’t and won’t be using. I asked for a refund and provided medical documents; they took 2 hours to reject it and keep all my money through 2024.

Rated 1 out of 5 stars

Avoid at all costs

No direct contact. Impossible to get refund. Took my money despite auto renewal being off. Website is slow and buggy. Avoid avoid avoid.

Reply from wix.com

Hi Ashley,

Thank you for posting your review about your thoughts and experience relating to Wix.

I am sorry to learn you found it difficult to contact our team to discuss your issue. We tried to contact you privately to learn more about the journey you faced at Wix, but didn’t hear back from you, unfortunately.

We would love the opportunity to get more insight on your experience and assist where we can.

If you would like to discuss your experience, please use the link below to contact our Customer Care Teams. Our team will happily investigate your situation for you and do everything they can to help.

We hope to hear from you soon and look forward to helping you in this case.

https://bit.ly/2FM5lcI

Take Care,
Claire

Rated 1 out of 5 stars

I have called wix to tell them that my…

I have called wix to tell them that my business on their mobile version looks like a joke when i had fixed everything properly 2 months ago when it looked like a joke then too. the wix site messes itself up on its own and i have to constantly fix and align everything on my time!!!!!
i tried to tell this idiot now on 3 3 22 that my mobile version looks terrible and its wix that messes it up I DID NOT MESS UP MY WEB SITE by wix system is corrupting it and i have to constantly fix it...
THI IDIOT On phone took forever to understand it and blames me...for that!!!!!
he doesn t understand that this is a f issues that keeps affecting my business of 1000s of dollars and he thinks i have an app...

WIX HAS A TERRIBLE MOBILE VERSION and i have to constanly fix it at my cost.
If you look back i had a pretty good site but at my cost 2 months ...no one pays me to fix wix problems with an unstable wix mobile version.

i need now a refund of 50% of this...i thought that this would not occur after i last fixed it but this is a constant problem with unstable mobile version
and the stupid people in cs dont want to be honest about it.. and think i caused. all i do is constantly fix my site. i am tired of paying 20 US a month for this crap.

Reply from wix.com

Hello,

Thank you for writing about your experience relating to Wix on Trustpilot. I am truly sorry to hear that your experience with our mobile site platform was less than stellar.

We tried to contact you privately to learn more about the issues you are facing and see what we can do to help, but it doesn't seem like you have responded.

We would love the opportunity to get more insight into your experience and help in any way we can. If you would like to discuss your experience, please use the link below to contact our Customer Care Team. They will gladly look into this for you and do everything possible to help.

We hope to hear from you soon and look forward to helping you resolve this issue.

https://bit.ly/2FM5lcI

Best Regards,
Liza

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Rated 1 out of 5 stars

It is extremely difficult to speak to…

It is extremely difficult to speak to anyone, which is extremely frustrating when you want a refund. The interface is Ok but the customer service is terrible and their business model is clearly to keep costs to a minimum. The last time I came across this level of service was with Tiny Computers and they went bust shortly after. Caveat emptor!

Reply from wix.com

Hi Nick,

Thanks for taking the write us a review on our Trustpilot page.

We really appreciate the feedback that you have to share and we attempted to reach out in private to learn more about your situation. However, we didn't hear back from you unfortunately.

Should you wish to contact us in the future for any concerns relating to Wix, our Customer Care team will be available to investigate your situation help where needed.

You can use the link below to get in touch with the team directly.

https://bit.ly/2FM5lcI

Regards,

Daniel

Rated 1 out of 5 stars

They are scam artist and this is a…

They are scam artist and this is a shame.
I love WIX, it’s simple and useful. However; the tricky annual renewal is really criminal.
I have been charged for the 324$ 14 days before the supposed renewal day on the 16th of February and when I notice it, because of course, they never let you know, I immediately try to contact the costumer service and get the refund.

As you can read from their published refund policy which I copy here in full

“ Refund Policy for Premium Plans
When paying by credit card, you can cancel your Premium plan at any time within the first 14 days and receive a full refund. No questions asked!
If the first 14 days have ended and you feel you deserve a refund, click here to tell us why and we will review your request.
Refund Policy Details
The 14 day trial period includes the first 14 days after upgrading your site from free to Premium. The 14 day trial period does not apply to renewal payments.
The 14 day trial period is for Premium upgrades only.
If you decide to cancel your Premium plan within the 14 day trial period, your plan will be canceled immediately and you will no longer be able to make use of our Premium features.
Purchases made with SEPA aren't covered by our 14 day money back guarantee. You can contact your bank directly if you need to cancel the payment.
If you are eligible for a refund, or partial refund, your credit card will be refunded automatically.
Additional Information
If you canceled within 72 hours of a purchase (during the trial period) it is likely that the transaction was canceled before the funds settled. If this is the case, instead of receiving a refund, the original charge(s) will drop away from your account within 20 business days.
Please allow up to 20 business days for your refund to appear on your credit card statement.
Wix is not responsible for any bank charges, commissions or overdrafts. The only way to remove these charges is through direct negotiation with your bank”

Seems that you can ask for a refund for anything related a plan within 14 days from the purchase date.
Only after you have been charged and only after have spoken with a costumer representative you will find out that if you read at one of the section of their super hidden terms and condition document, the refund policy on plans is applied only to the very first purchase and not to a renewal.
The policy refund advertised on the website is a setup to create trust in the community but it is a fraud.
Of course, after all of this, the only thing you can do to have your money back, is to file for a charge back. Adios WIX after 6 years. Well done.

Reply from wix.com

Hi Simone,

Thanks for taking the write us a review on our Trustpilot page.

We really appreciate you sharing our policies for others to have visibility on! We wanted to learn more about the situation you were facing and assisting in private. However, we didn't hear back from you unfortunately.

Should you wish to contact us in the future for any concerns relating to Wix, our Customer Care team will be available to investigate your situation help where needed.

You can use the link below to get in touch with the team directly.

https://bit.ly/2FM5lcI

Regards,

Daniel

Rated 4 out of 5 stars

Good service

The site and service has been very good. Found it easy to use if you do your research on how to use the tools to build your site.

Had one issue with subscription auto renewal, but fantastic case management by Julia meant the issue has been resolved and I should get a refund in next 20 days.

Will use wix again when I am in a financial position to do so.

Reply from wix.com

Hi Sean,

Thank you so much for the updated review!

I'm glad we were able to work together to find a solution that worked for you.

Please reach out to us if you need any more assistance and I wish you all the best in the future!

Julia

Rated 1 out of 5 stars

If I could give them a zero I would

If I could give them a zero I would! I have been trying literally for months to get a refund for Facebook advertising that I didn’t approve. Not only have they not taken care of it, they have charged me again. I’m out almost $800 and when I filed a dispute with my bank Wix had the nerve to say they are going to fight it. I have the time and the receipts for this fight. I’m been very patient, I just wanted my money back.

Reply from wix.com

Hi Diana,

Thank you so much for taking the time to write your review.

Taking a look at your account I can see our team has contacted you to discuss your issues further.

While it may not be the outcome you wanted, it would be in line with our Terms & Conditions.

I wish you the best of luck moving forward and please reach out again if you need any more assistance.

Julia

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Rated 1 out of 5 stars

Refund

I have just finished being on the phone today 14/2/2022 for 59mins and 53 secs. Prior to this I was on the phone on 8/2/2022 for 6min 55sec and 35min 25 secs. I had asked for a refund for a domain name and premium package I had bought and then realised I didn't need domain name nor the premium package. I received the refund for the premium package in the inital conversation on 8/2/2022. However, to receive $49.37 AUD it took waiting to be put through to a 'Supervisor' who 'granted' my money back. I never used the services, therefore I'm entitled to my money back. A waste of everyone's time for $49.37. The reality is..... I was going to use WIX to build my website and mail room..... They would have made more money out of me by thinking about the big picture. I even explained this to two consultants. Disappointing. This is the first time I've written a review by the way... Will I use WIX to build my website and purchase a mail room?????

Reply from wix.com

Hi Teresa,

Thanks for taking the write us a review on our Trustpilot page.

We really appreciate the feedback that you have to share and we attempted to reach out in private to learn more about your situation. However, we didn't hear back from you unfortunately.

Should you wish to contact us in the future for any concerns relating to Wix, our Customer Care team will be available to investigate your situation help where needed.

You can use the link below to get in touch with the team directly.

https://bit.ly/2FM5lcI

Regards,

Daniel

Rated 1 out of 5 stars

Zero stars for auto-renewal process

I was charged auto-renew for my premium plan which I do not use at all. My plan was supposed to expire on end of Feb and they charged me for the next cycle already. I contacted the customer care the same day as the charge but they wont refund the money saying its their policy. However, as I noticed this new charge on the day of "renewal" I felt reassured by Wix's 14 day cancellation promise - only to discover that it does not apply to renewals! I have no way to cancel renewable before my current cycle even ends.
I cannot afford to lose $170 for a website I no longer need for a business.
I have reached out to Wix for a refund, but no reply has been received.
Use Wix at your peril - I certainly won't use them again.

Reply from wix.com

Hello Sagar,

Thanks for writing about your experience relating to Wix on Trustpilot. Thank you for providing the information to successfully locate your case in our system.

Based on what I am seeing, our Customer Care team was able to get you all sorted out when you reached out on the 8th. You're welcome to update your review for full visibility to others on what the experience has been like for you from start to finish.

We really appreciated the feedback that you left with us!

Regards,

Liza

Rated 1 out of 5 stars

Awful company and terrible customer service

We canceled our premium subscription shortly before the renewal date, but we were charged anyway. When we reached out about this issue, our refund was denied twice with no reason as to why. It is impossible to find contact information for this company. Even the contact us section on their website brings you to the support page which is just forums you can read. Will never be using this company again!

Reply from wix.com

Hi Krysta,

Thank you for posting your review about your thoughts and experience relating to Wix.

We tried to contact you privately to learn more about the journey you faced at Wix, but didn’t hear back from you unfortunately.

We would love the opportunity to get more insight on your experience and assist where we can.

I understand that you stated it was hard to get in touch with our Customer Care team and I wanted to provide you a direct link to get in touch. Please refer to the link below to create a ticket or request a callback.

We hope to hear from you soon and look forward to helping you in this case.

https://bit.ly/2FM5lcI

Regards,

Daniel

Rated 1 out of 5 stars

Double Charged Me Against My Wishes (Terrible Experience)

I was charged $343 from Wix on a Premium Subscription plan I had told Wix not to resign me up for a year prior. Once seeing the charge I immediately contacted customer support in which I reached an associate who said he could help me, solve my issue, and have me on my way. He then gave me the run around on how I would need to first be approved for refund (even though Wix made an error), wait 14 days, and then HOPE my bank sends me the money in time. I then asked to speak with someone higher up to hopefully have my issue resolved. He then transferred me, said his supervisor would talk with me, and left me on hold for over an hour. WIX automated system then told me if I wanted a “call back” to which I never received one the rest of the night. I now currently cannot call or get a call from Wix regarding this issue again because customer support still has my personal number on the “call back” list from literally 12 hours ago. Even though I was first on the list for a call back.

Might I also add, my previous subscription to wix was a yearly subscription. When recharging me, they magically updated my subscription to a two year plan without telling me, doubling my charge. They also over charged an old card I had that hasn’t been used against my wishes which resulted in me having to pay a charge on an old debit card.

Overall Wix is insanely unprofessional, won’t help even though they claim they do, and overcharge/charge you even when it’s against your wishes.

All I can do now is sit and wait for them to go through the 14 day process of accepting me for approval of refund again, even though they’re the sole reason I’m in this mess in the first place.

Update: I have received an e-mail from an employee named Eduardo who stated this "I tried to take your call, but due to a technical issue on my end, I was unable to reach you."

His suggestion was to then go through the entire call back and automated process again, not helping me one bit.

Update 2: Got a call back from Wix support in which I notified them of my issues again, the representative hung up on me while expressing my dissatisfaction for the situation. Most unprofessional support system I've ever dealt with as of right now.

Update 3: An associate named Charlie has helped getting me in contact with the billing team who's only in one week days. He sent an e-mail forwarding my issue and will help in having my "Refund Request" accepted and situated. He was helpful, but until Monday I won't know if it's effective or not.

Reply from wix.com

Hi Kodama,

Thanks for leaving your experience relating to Wix on Trustpilot. Thanks for providing information to successfully locate your case on our system.

Based on what I am seeing, our Customer Care team was able to get you all sorted out in the end. You're welcome to update your review for full visibility to others on what the experience has been like for you start to finish.

We really appreciated the feedback that you left with us!

Regards,

Daniel

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Rated 1 out of 5 stars

Huge Problems With Store

Been working on setting up an online store selling boxing and fitness gear, was easy to build the site but had nothing but nightmares trying to get the products file (CSV) to load which then had to be modified to work with Wix but wasn't showing items were out of stock when they actually were. Decided to try Stock Sync, just wouldn't work.
Been trying different methods for months.
Just now deleted everything to move over to Shopify instead as my supplier's CSV file is already compatible with them.
Had at least 5 people try and make the file compatible but it has not helped.
It's possible I might of lost a bit of money but hopefully will get it back.

Wix is great for a basic website but for what i wanted to do.....No.

Tuesday February 15th - response to the Wix contact here is this, your platform is fantastic, very easy for building web pages but what I tried just wouldn't work, I've already cancelled the service and moved over to Shopify which is why no help was needed to 'solve the issue' and finally today you agreed to a refund where I'm curious, you can take money instantly from my account but for some reason it takes around 20 days to send back.
We can transfer money instantly using our phones and as much as the refund is greatly appreciated the waiting is not.

Your customer service has been very good, they were completely understanding and helpful but here we are.

Reply from wix.com

Hi There,

Thank you so much for taking the time to post your review, and I am really sorry to hear that in this instance we were not the right fit for what you needed.

We tried to contact you privately to learn more about the specific issues that you faced, but it doesn't seem like you have got back to us.

We greatly appreciate the feedback and any opportunity to do better, especially as our users needs continuously grow and evolve.

I am sorry we were not able to connect in this instance, but wish you ever success in the future.

Take Care,
Claire

Rated 1 out of 5 stars

Feel cheated and really poor customer services

Really poor customer service and feel like we have been conned!

I have a small non profit cycling cub that was set up in late 2019. Shortly after setting up we were into lockdown and therefore majority of our planned revenue streams to help keep services, such as the website, a float were scrapped. We are pretty sure upon setting up the website that the auto renewal was not selected however we have recently been charged in excess of £240 for the renewal.
This charge is not something we can absorb and informed literally in the early morning of the day the renewal took place.

Wix phone support were unable to help us directly apart from forward our issue to the back end team, which they had 14 days to respond.

The 14 days has now lapsed however still no contact and more importantly no refund...

Feel really let down by a company that had a reputation for excellence....

Rated 1 out of 5 stars

I have cancelled my premium…

I have cancelled my premium subscription back in July 2020. And I haven't updated my card details on their website.
Even though all of that they managed to take £230.40 from my bank account without my authorisation. After called them I got am email saying they would revise my case in 30 working days for a positive refund. I don't know how they got hold on my new card details. Zero customer service.

Reply from wix.com

Hi Mirian,

Thank you for posting your review about your thoughts and experience relating to Wix.

We tried to contact you privately to learn more about the journey you faced at Wix, but didn’t hear back from you unfortunately.

We would love the opportunity to get more insight on your experience and assist where we can.

If you would like to discuss your experience, please use the link below to contact our Customer Care Teams. Our team will happily investigate your situation for you and do everything they can to help.

We hope to hear from you soon and look forward to helping you in this case.

https://bit.ly/2FM5lcI

Regards,

Daniel

Rated 1 out of 5 stars

Wix are discriminatory beware of the…

Wix is discriminatory beware of the small print. Buyer beware. I have had my website with Wix now for one year and have one year left as I bought a 2-year package. It will be the only package I buy from them. I set up payments for my services which is spiritual counseling and one year in, Wix payments told me I had to remove all my services because they class it a pseudo-science and do not allow it. My services are not pseudo-science. I have been in business for 25 years and in all that time I have processed just THREE refunds in 25 years. Only 3 clients have requested a refund. I have been with PayPal for as long as I can remember and they are not biased or judgemental. Stay clear of Wix, it is expensive, you pay through the nose and they are biased and discriminatory. These terms are hidden in the small print, and it isn't very clear. This should have been highlighted before they took my money.

Reply from wix.com

Hi Jill,

Thank you for your revie about your experience relating to Wix.

We tried to contact you privately to learn more about the journey you faced at Wix, but didn’t hear back from you unfortunately.

We would love the opportunity to get more insight on your experience and assist where we can.

If you would like to discuss your experience, please use the link below to contact our Customer Care Teams. Our team will happily investigate your situation for you and do everything they can to help.

We hope to hear from you soon and look forward to helping you in this case.

https://bit.ly/2FM5lcI

Kind Regards,

Julia

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Rated 4 out of 5 stars

Refund for unwanted renewal

***Update to review
Was contacted by Claire from Wix within a day of my review who helped to expedite my refund. Funds now back in my account. From initial anger and shock regarding the situation, I honestly cannot thank Claire enough for reaching out over this agonising situation. Thank you!
***
Like many others, caught in the auto-renewal policy. I thought I had cancelled my plan as my business is closed due to COVID. Checked my account and Wix has taken £316.80 payment for a renewal. Completely shocking and the amount is double than the year before! I am now stuck with a plan I do not need. Thought I could cancel as within the 14 days cool-off period but turns out this does not apply to an existing premium plan. I have requested a special circumstances refund but have little faith from reading the horror reviews and I cannot wait for the 12/20 business days reply. Hoping Wix will get back to me to resolve and get a full refund.

Reply from wix.com

Hi Fiona,

I am so glad we were able to connect and get everything sorted out.

Should you need anything at all in the future, please do not hesitate to reach out and let us know using the link below.

https://bit.ly/2FM5lcI

Wishing you every success in the future,

Take Care,
Claire

Rated 1 out of 5 stars

Zero Stars for Wix's AutoRenewal Process

I'm here because of Wix's autorenewal process for their Premium Plan. I initially purchased the product in 2020 on behalf of a community service organization I volunteered for. The organization changed their mind about creating the website, which I purchased using my own credit card. A year later, I'm getting charged for a autorenewal I didn't set up or authorize.

I went through the process on their website to cancel the account and request a refund on a product that was never used. I received a same-day email saying my request was denied.

I've disputed the charge with my credit card company and will consider filing a compliant with the BBB as well. I won't be using Wix again.

Reply from wix.com

Hi Selena,

Thank you for taking the time to share your thoughts about Wix.

I'm glad everything has now been resolved and I wish you all the best moving forward. If you ever need any additional assistance please reach out to us and we'll be happy to help!

Julia

Rated 1 out of 5 stars

Stay away from that scamming company

Stay away from that scamming company. Supposed to be easy creator. It does not work - tried to create website and it does not work. Asked for help specialist and was told that on wix it will cost me at least 1000 to get it up an running. And despite website never been published I was denied refund.

Reply from wix.com

Hi Tom,

Thank you for posting your review. I am truly sorry to hear that faced some obstacles when trying to create your site.

We tried to contact you privately to learn more about the issues you faced, but it doesn't seem like you have got back to us.

We would love the opportunity to get more insight on your experience, and help in any way we can. If you would like to discuss your experience, please use the link below to contact our Customer Care teams. They will happily look into this for you and do everything they can to help.

We hope to hear from you soon and look forward to helping you in this case.

https://bit.ly/2FM5lcI

Take Care
Claire