Had an issue with a site hosted for a business, the contact was MIA and business closed down. I was charged for their renewal and Wix Chat rep walked me through a solution in no time, great care and awesome interest to customer. Thank you Wix!
I received a message through trustpilot saying WIX had reviewed my comments and were wanting more details.
Here is the latest client response from WIX regarding the issue, after reading it I think I really believe I need say no more. 1 out of 5 stars only because I can’t give them Zero.
——————————————
Thank you for contacting WIX Customer Care. My name is Russo, and I'll be assisting you today.
I understand that you are unhappy with the limitations of SEO in your editor. Would like to transfer your domain away from Wix. Would that be right?
Unfortunately it is not possible to get a refund for the remainder of your plan, please see the refund policy guide below
Refund Policy for Premium plans.
To transfer your domain away from Wix, please follow the guide below
Transfer Domain Away from Wix
As you mentioned in the pervious interactions that you would like to be able to view and edit the source code, which is not available.
I would recommend enabling Dev mode in your Editor. This will allow you to use JavaScript, but it will not be possible to edit the source code of your site, just add to it.
This will allow you to use code on your site. Below is a guide on Velo which is enabled when you switch on Dev mode.
About Velo by Wix
With Velo enabled, you will be limited only by the code you create. I also found an external resource that may help here
If you are comfortable with JavaScript which you can work with Velo and be able to make the necessary changes you require. Wix can not offer support for any third party code.
If you need any further help with your account or even just would like suggestions about what you can do next to help take your site to the next level, please don't hesitate to contact us again.
Regards
Russo / Customer Care Expert
I wrote in concerned about my bill doubling the second year. My rep helped me navigate how I could find a plan that better fit my website use. I really needed a refund, and she helped me get a partial one. VERY HELPFUL!
Stay FAR away. I used their trial for one day and canceled. They then charged my credit card for a year of service with no notification - I only knew after I reviewed my statement. I filled out all their forms for a refund and it has been 6 weeks with no response. I find this practice to be fraudulent and scammy. Very poor business practice.
Reply from wix.com
Hi Jolenn,
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,
Julia
my issue:
I've been with Wix for a few years now and have two domains. One domain is dormant and I wanted to delete but Wix does not enable a delete, and it tricked me into extending (I thought I was extending the domain I use- both are similar in name).
I wrote to them to get a refund the minute I realised it extended, and I got a 'request denied' which is simply against business ethics/customer service because it feels like a trap.
No one to speak to (automated chat service), and no one to complain to, so my advice is to be cautious
Resolved:
-Wix got in touch and asked how they can help
-I should have asked for a human assistant to chat to during online chat
-my refund rejection was due to a technicality and not my actual case
-refund given and clarity provided on future questions
It's hard as companies use AI and computer chat functions due to volume perhaps, but customer service is essential to any brand.
Thanks Wix & Wix staff
Reply from wix.com
Hi Dean,
Thank you so much for your time on the phone with my colleague, Dara.
I am so happy to hear that everything was able to be solved.
We really appreciate the update to your review to reflect your experience and should you need anything at all in the future please do not hesitate to reach out and let us know.
Take Care,
Claire
They are always trying to upsell. Then ignore any requested for refunds.
Reply from wix.com
Hello,
Thank you for posting your review about your experience with Wix Customer Care.
We tried to contact you privately to learn more about the journey you faced at Wix, but unfortunately didn’t hear back from you.
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,
Liza
Don't trust wix - terrible customer service! If I had the money, I would cancel my account with them and move to another company. I ordered business cards through them - the system was very hard to use effectively - you can't easily know what size font you are using. I was told to resize the font, which I did. Yhey came back to me and said I had made the font smaller, not larger. They are useless! I ask for a refund - I'm still waiting on the refund. I have absolutely no way to know if they are processing the refund because they deleted the order from my account. This is the only company I have worked with where they delete refunded orders, so you can't see what's happening. With For every other company I've used, I can track both refunds and completed orders.
Reply from wix.com
Hi Sarah,
Thank you for posting your review about your thoughts relating to Wix.
We tried to contact you privately but didn’t hear back from you unfortunately.
We would love the opportunity to get more insight on your thoughts and offer assistance where we can.
If you would like to get in touch with us in the future, please use the link below to contact our Customer Care Teams.
We hope to hear from you soon.
https://bit.ly/2FM5lcI
Regards,
Daniel
Noted on a recent credit card statement a charge by Wix. Turns out they have been auto renewing an account that was initiated over 4 years ago. The e-mail address used to initiate the account is no longer active so we were not getting invoices. The website we created never went live. I've deleted the site and turned off auto renew. Have also asked for a refund for the most recent billing that happened less than 3 weeks ago. Denied twice, by what appears to be a robot. I have a third request in now. Brutal to communicate with. Will likely have to contact the credit card company to have them reverse the transaction.
Reply from wix.com
Hi Donnie,
Thanks for taking the write us a review on our Trustpilot page.
We really appreciate the feedback that you have to share and glad a member on our team was able to look into your situation further and get things sorted for you!
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
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!
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.
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
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
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
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
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
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
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
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
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
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
