Wix.com, Inc.

Hello, The premium plan renewed on the renewal date 2/3/The customer cancelled the premium plan on 2/5/17, however, the customer did not request a refund via our support center. ***On 2/22/Wix received
a chargeback for the service. Currently, we are unable to refund the customer for the service as the dispute is being investigatedThe customer should contact their bank for more information. Best regards, *** | Wix Team

Hello,
*** purchased a PRemium plan subscription on 1/29/On that same day, she also purchased a domain subscription and a mailbox subscription on the same day.
All services renewed as on the renewal date for the correct renewal priceOn January 23, the
premium plan subscription was cancelled but, the mailbox and domain subscription were left activeThe mailbox subscription was immidiately refunded as *** never logged into the mailboxThis refund was in the amount of $48.96.
As *** would no longer like to continue her services with Wix.com I have cancelled the premium plan subscription, as a courtesy, and issued a refund in the amount of $US dollars.
I have also cancelled the domain subscription and issued a refund in the amount of $As a result of the refund on this service, *** will not be able to re-purchase the domain *** for the remainder of the registration period (1/28/18) plus eighty days.
I can confirm that *** no longer has any active Wix services in the account under the email she provided.
Best regards,
*** | Wix Team

Initial Business Response /* (1000, 5, 2016/03/27) */
Hello,
As described in the Wix Arena Terms of Use (in Section 3), ***.com will not mediate third-party disputes between Wix Pros and their customers
Please understand that as a platform serving over million users worldwide, we
can't get involved in any disputes our users may have with their contractors or vice-versa
Since all the Arena designers are freelancers we cannot take financial responsibility for the way they conduct their business
This of course doesn't mean that you can't take any legal actions against this user - it just means that Wix.com will not be taking part or advise you in this process
We received a message from ***@gmail.com on Dec 20, about the issues with RedClover designerWe advised to fill out the Feedback form (available via prodesignersfeedback.com) and then on April 15, we followed up with the the relevant team who supervises the Arena
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept a reply from a company not willing to take any responsibility for the services they offerA feedback form is ridiculous in regards to giving someone hundreds of dollars and saying, oh its not my problemThis is the first time ANY person from this company has contacted me as you stated since The sad reality that all I can do is give a one star feedback and complain and a multi million dollar company gets to exploit a non profit in Africa? No thanksTo say the least, be warned of wixThey will not provide any resolution (again you were contacted MANY times and chose to not respond at all)

Hello,
A Domain Subscription and a Premium Plan subscription are considered separate subscriptionsCancelling a premium plan will not cancel your domainThis information is publicly available via the support article here:
***
I can confirm that Wix does notify users of domain renewals prior to the chargeThis notification is sent to the email address on file for the account.
I understand you missed this emailAs a courtesy, we have cancelled the domain and issued a full refund.
Please allow up to days for the refund to be reflected in your account.
If you need further assistance, feel free to contact Wix support by following the instructions which I have linked below, for your convenience
***
Best,
Wix Team

Complaint: ***I am rejecting this response because:that's no different than what is offered to the general public. Sincerely,*** ***

Hello,
Thank you for Contacting Wix Support
The site[redacted] is inside of an account that has been blocked due to Multiple ChargebacksBelow are our Terms and Conditions concerning chargebacks that we have also sent to [redacted]:
Please note, per our Terms of Use:
"If, at any time, you contact your bank or credit card company and decline, chargeback or otherwise reject the charge of any payable Fees ("Chargeback"), this act will be considered a breach of your payment obligations hereunder, and your use of the Wix Services may be automatically terminatedIn the event a Chargeback is performed, your User Account may be blocked without the option to re­purchase or re-use it, and any data contained in such User Account, including any domains, applications and Third Party Services may be subject to cancellation and Capacity LossYour use of the Wix Services will not resume until you re­subscribe for any such Wix Services, and pay any applicable Fees in full, including any fees and expenses incurred by Wix and/or any Third Party Services for each Chargeback received (including Fees for Wix Services provided prior to the Chargeback, handling and processing
charges and fees incurred by the payment processor)."
[redacted] scheduled a call with us and we called her on 06/21/On the phone she was given the option of Paying the Chargeback Fees and Verifying her Billing Information.[redacted] is the link to the ticket showing what was requested to gain access to the account
After speaking with [redacted] and seeing that there were no chargebacks on the Crecdit Card that [redacted] has, and none associated with [redacted] we gave another option to transfer the site and domain to another account, where we would refund her for services she would be repurchaseing in the new account
Our last reply on 06/23/has not received a response but we would be happy to help
Here are the following options that are outlined in the email thread above that [redacted] can take[redacted]
Pay the $fee through [redacted] to [redacted] and Supply a Photo of a New Credit Card and Matching ID to unblock the accountThey will then have access to the account and can[redacted]OR
User can Verify Ownership of the Site through email, supplying information that can be verified on[redacted] (full instructions in email sent to [redacted])With this option we would be refunding the services and then having them repurchase in a new account, leaving the unpaid for blocked account, blocked
Please let us know which step [redacted] would like to take and have her reply to our email thread found [redacted] so that we can help her get access to her site

Initial Business Response /* (1000, 5, 2016/03/27) */
Hello,
As described in the Wix Arena Terms of Use (in Section 3), [redacted].com will not mediate third-party disputes between Wix Pros and their customers.
Please understand that as a platform serving over 80 million users worldwide, we can't get...

involved in any disputes our users may have with their contractors or vice-versa.
Since all the Arena designers are freelancers we cannot take financial responsibility for the way they conduct their business.
This of course doesn't mean that you can't take any legal actions against this user - it just means that Wix.com will not be taking part or advise you in this process.
We received a message from [redacted]@gmail.com on Dec 20, 2014 about the issues with RedClover designer. We advised to fill out the Feedback form (available via prodesignersfeedback.com) and then on April 15, 2015 we followed up with the the relevant team who supervises the Arena.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept a reply from a company not willing to take any responsibility for the services they offer. A feedback form is ridiculous in regards to giving someone hundreds of dollars and saying, oh its not my problem. This is the first time ANY person from this company has contacted me as you stated since 2014. The sad reality that all I can do is give a one star feedback and complain and a multi million dollar company gets to exploit a non profit in Africa? No thanks. To say the least, be warned of wix. They will not provide any resolution (again you were contacted MANY times and chose to not respond at all).

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello Sir, 
I'd like to help resolve your complaints. 
You continue to say we have "computer glitches" and that you have recorded them, however we have never received any screenshots or videos from you. Each time you have contacted us regarding these "glitches" we have attempted to troubleshoot your issue but you have not once cooperated with routine procedures to identify and troubleshoot the issue.
As I stated in my previous response, we would be happy to walk you through any troubleshooting steps needed to determine the nature of these "glitches" if you can be in front of a computer and willing to troubleshoot when calling Wix.
As I also mentioned before, we have refunded all of your premium plan invoices from when you report the issue began happening. 
I have unsubscribed you from Wix's mailing list per your request by following these instructions located on our support pages. You should no longer receive marketing emails from Wix.com in your mailbox. 
I hope this addresses your concerns. 
Sincerely,
[redacted]
Wix.com Quality Assurance
###-###-####

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]  Thank you!

Hello, 
Thank you for reaching out. 
Wix phone support is available Mon-Thurs 6:00am to 5:00pm PST. Phone suuport hours, however, are subject to change depending on call/ticket volume. Please know that these changes in phone support hours are temporary. Although you may not be able...

to get a support agent on the phone during these times, you are welcome to use a different support channel such as emailing [redacted]. 
I would be happy to follow up with you directly the week of Monday January 30th, please let me know a time that works for you keeping in mind our hours of operation. 
Best regards, 
[redacted]. | Wix Team

Hello, 
When a user issues a chargeback (reversal of payment) the user is disputing the charge with Wix. 
At Wix we take charge-backs...

very seriously. When a Charge-back is performed the user forfeits their right to the service, and the service will not be reinstated until the user repurchases the service, even if the user loses the dispute. This is in accordance with Wix terms of Use section 5.5, WHich I have linked below, for your convenience. 
[redacted]
In order to have the service reinstated, please repurchase the service. We are happy to offer the service at a discounted price. Please contact support by following the instructions I have linked below. 
[redacted]
Best Wishes, 
Wix Team

The problem is they don't have customer service at all You have to type in your question and they keep sending you to there same standard answers If you call to request a ticket mind you for a call back, that doesn't happen either How can you have a website if you can't get online ordering to function I paid them in full $239.00 on February 23, and it's now April 4, and still don't have a working website I want them to fix the problem or I want my domain name and a full refund Help [redacted]
 
Sent from my [redacted]

Initial Business Response /* (1000, 5, 2015/04/15) */
Hello Mr. [redacted],
First, I would like to apologize for any confusion that may have occurred when purchasing a Premium Package in your Wix account. I would like to take a moment to explain how our billing system works.
All Premium Packages...

purchased through Wix are subscriptions, and therefore will automatically renew each month (for monthly packages) or each year (for yearly packages) unless cancelled prior to the renewal date (which can be done in your account at any time). This information is available on the page where you select the Premium Package you would like to purchase, prior to making the actual purchase.
The check box you are referring to is to save your credit card information for future purchases, it is not for opting out of your auto-renewal billing cycle. If the box is checked, then your credit card information will be saved and will be on file for new purchases in the account. If it is not checked, then you would have to re-enter your credit card information whenever you make a new purchase.
That being said, if you would no longer like your Premium Package, we would be happy to walk you through cancelling and then refund you for the last charge that went through.
I took a look in our system and was unable to locate a Wix account connected to the email address provided in your Revdex.com claim. I do, however, see that you have provided a phone number. Please provide me with a good time to contact you Monday-Friday 8am-5pm (PST), and I would be happy to give you a call so that I can walk you through cancelling and then issue you a refund.
I look forward to hearing back from you, so that we can resolve this issue. I hope you have a wonderful day.
Sincerely,
[redacted]
Wix Support Quality Assurance

I spent one hour and 15 minutes with this company on the phone trying to resolve a $9 issue. The disconnected my web site without contacting me for a $9 charge back which was an error on my part. Instead of contacting me they just took down my website. This company should know how important a website is to an organization - that is their business. Instead of treating me as an important customer asking the questions as to why there was an issue: they have my phone number and email address; they just took down my website.
For a web-hosting partner; I wanted a business partner, a business relationship - not an experience with children in a sandbox. Then it took me one hour and 15 minutes to speak to someone and four emails to resolve a $9 issue.
A website host is probably one of the most important business relationships second only to your banker. Neither of these companies would I expect to take our relationship lightly as it is one that THEY should be expected to extend over years and be a profit center to THEM. This kind of relationship is not one that should be expected to dissolve instantly over $9. This is a relationship that should not take one hour and 15 minutes to speak about $9 and to resolve a $9 issue. I am a new customer not a repeat "offender."
This company is either "too big to fail" or thinks its customers are all too small to be considered important and therefore expendable.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted].com
Hello Mr.[redacted]. We can definitely help you in this matter. Please contact us directly at XXXX-XXX-XXXX between the hours of 6 am-5 pm PST so we...

can locate the account in question and refund these charges. Or you can Write to [redacted].com directly. We are going to need the following numbers from your Statement where it says [redacted].com* XXXXXXXX XXXXXXXXXXX. The X's represent the invoice id, that way we can locate the charge and ratify the situation. 3 charges would point to a website, a domain and possibly a mailbox. You have not built or hired anyone to build a website for you correct?
About [redacted].com - [redacted] is a proud and happy company of 900 plus employees, providing a world class website building platform to over 62 million users in 190 countries. We are a publicly traded company and have been around since 2006. I have been to our website and its not blocked by Google. make sure you are going to [redacted].com. Contact us Mr. [redacted] and we will be able to help you.

Hello, 
The account in question was blocked due to 2 payment reversals which we received. Additionally, we prevented further charges from occurring in the account which resulted in the site [redacted] being disabled due to lack of payment. 
This was done in accordance with...

Wix Terms of Use section 5.5. 
Please note, Wix premium plans are subscription based, and are automatically set to auto-renew. Unless, the user cancels the premium plan within the Wix account prior to the renewal. 
At Wix, we take chargebacks (reversals of payments) very seriously in order to protect our customers and their billing information.
We apologize for any inconveniences this process has caused. 
The users account was unblocked on 12/12/16 and the website is now active. 
Best regards, 
Wix Team

Complaint: [redacted]I am rejecting this response because: the issues have not been addressed and I still have not been provided a direct phone number to speak with a rep about the issues in order to resolve them.  I was promised a 50% off renewal which was not given, therefore I was overcharged. Sincerely,[redacted]

Hello, 
 
The customer was able to schedule a phone-call with Wix on 7/18/17 and received support from one of our agents. 
In order to contact Wix phone support the customer would need to go to [redacted] and schedule a call on step 3. Please note, you are only able to...

schedule a call during our call centers' hours of operation which are Mon-Thurs 6:00am to 5:00pm PST. 
Wix online support is available 24/7 via our help center. The easiest way to open a ticket  is to email [redacted] and this will automatically generate a ticket for the customer in our help center. We ask that you please contact Wix online support from the email address linked to your Wix account so that we are better equipped to assist you.
Please let us know if you have any further questions.
Best regards, 
[redacted] | Wix Team