Wix.com, Inc.

Complaint: [redacted]I am rejecting this response because:
As a paying "Premium" customer, I would expect quicker and more efficient responses from the Wix Team.  I understand the process has changed; however, the process is only as effective as the Wix team makes it and management enforces it.  I have utilized the FAQ Help options prior to calling a Wix team member.  So, when I call to speak to a representative, it is because I have not found my answer through the FAQ and I call 100% of the time during their working hours.  Unfortunately, they vey seldom respond within the timeframe they indicate.   So, my issue is not that this is the new system, it is that the new system isn't all that efficient.  
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/16) */
Contact Name and Title: [redacted] Manager
Contact Phone: X-XXX-XXXX-XXX
Contact Email: [redacted].com
Hi [redacted],
Thank you reaching out to us with your concerns. We'd like to address each of these concerns separately and also give...

you some insight into the development process and what you can expected from [redacted] in the future.
First, we are happy to hear that you are having success with using the third party application PureChat. Currently, [redacted] has over 250 apps available in the [redacted] App Market, which are available for use by all 70+ million of our users. For any third party that is submitting an app to the App Market, our team reviews the app submission to make sure that it adheres to our product, technical, marketing, and premium (payment) policies. If an app has not met the qualifications necessary to be made available to our users, we hope that they are able to make the changes necessary to become integrated with our platform.
As you already know, if there is functionality that you are looking for that is not provided by either [redacted] or the third parties via our App Market, you will always have the ability to embed a URL or HTML code through our iframe widget. The current version of this widget has a character limit that cannot be increased. I am happy to inform you however that we are working towards an alternative that is not bound bound by such limits. We cannot give an exact release date, but feel it is important that you know the coding tools you are requesting are already in our roadmap.
Please feel free to submit any number of feature requests through our [redacted] forum. Though it does take time for a feature to evolve from a request to it being available to all users, we greatly appreciated any feedback or suggestions along the way. We constantly alter and improve our features, even before release, by taking into consideration your feedback and use cases.
For any immediate [redacted] needs, you can always contact us at [redacted].com or reach us by calling 1-[redacted] Our online [redacted] is available 24/7 and our phone [redacted] is available Monday through Friday, from 6am to 5pm PST.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:Yes they did reach out and resolve my issue, however the response they have given is somewhat misleading. I had went through the proper channels to speak with a representative many times. They never called back until after this began to be investigated by Revdex.com and I secured an attorney, so my previous complaint still stands. Sincerely,[redacted]

Hello [redacted],
I'd like to reply to your response and clarify how we can help you get your site back up and running.
As mentioned in our prior response, you have two options for reconnecting your website to your domain.
1. You can access your existing account by paying the accrued chargeback fees due to multiple chargebacks done in your account. Yes the chargebacks were not done by you directly, but by the cardholder paying for separate subscriptions in the same account. However, regardless of who actually issues the chargebacks within the Wix account, it is still a breach of our Terms of Use to do so, and we reserve the right to block the account until fees are paid. 
OR
2. We can go through the Account Access process to move your site and domain into another Wix account and avoid the chargeback fees. This process involves verifying ownership of the domain. Wix will need to receive a scan of a valid photo ID matching the "registrant name" listed for your domain on [redacted] well as additional information about your credit card previously explained, which we have not received. 
Your website remains disconnected from your domain because we have not received a reply from you as to which action you'd like to pursue. 
If you'd like to choose the second option we can offer a prorated 7-month refund in the amount of $57.75 from the time your site went down due to the chargebacks on June 20th. A new premium plan would then be needed to be purchased in the new account to reconnect your domain. 
Please reply to this email thread[redacted] let us know which option you would like to pursue. Please also include the requested scanned documents so we can proceed with option 1 or 2. 
Sincerely,
[redacted]
Wix.com Quality Assurance

Complaint: [redacted]I am rejecting this response because:You are not disclosing what discount is being offered. Is the discount free? I received emails on December 21,22,28, and 30th advertising the "50% off End of year sale" that was available to any and everybody. Does the discount exceed what was being offered to the rest of the world who hadn't had money stolen from them? Your offer for a "discount" is ambiguous and nonspecific and I am not willing to get roped into such an offer that is not offering specific outcomes. Sincerely,[redacted]

Hello, 
 
The customer has been in contact with Wix support. 
The users campaign was not approved by [redacted] as [redacted] is prohibited of promoting Guns, Wars and other related items. Even though the customer has a clothing company. The store uses language which targets users...

that are not allowed on [redacted].
As a result, we cancelled the Wix campaing Advertiser plan and we refunded the invoice [redacted] for the full $100.00. Please allow up to 20 days for this to be reflected in your account. 
 
Best regards, 
[redacted] | Wix Team

Hello,
 
When a Wix domain is purchased and set up, the registrant information is filled out by the individual who is setting up the domain name. 
Per Wix Terms, in order to gain access to the content in an account you have been locked out of, we require documentation matching the...

domain registration information. This process is in place for the safety and security of our customers. 
If you are unable to provide documentation matching the registrants information, you are welcome to provide us with a duly issued Court Order deeming you the owner of the content. 
If you paid for the services in the account, we would be happy to refund you for the services without giving you access to the content in question. Please note, however, in the event that we refund you for a domain, you will not be able to purchase the domain at Wix or elsewhere for the remainder of the registration period. 
 
We await your reply, 
-[redacted] | Wix Team

Hello, 
We're sorry to hear that you have had difficulties getting in contact with our support team. I would be happy to assist you and investigate this matter, however, please provide some additional information as I am unable to locate your account with the information you have given...

us. 
In order for me to locate your interactions with Wix, and your account, please provide the following:
-Email address associated with your Wix account. 
-Domain name located in the account. 
With this information we will be better equipped to assist you further. 
Best regards, 
[redacted] Wix Team

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.
I therefore request for a full refund posted to my account.Sincerely, [redacted]

Hello,
We were able to make contact with the user on 4/3/17 and explained the purpose of the charge. 
The charge was for a private domain name, not privacy for the website. 
The user decided not to move forward with the cancellation as he would be losing the domain name for his...

website. 
Best regards, 
[redacted] | Wix Team

Wix is the worst company when it comes to charging you. our credit card we had on file at wix website for payment changed since they sent us a new card. we haven't entered the information for the new card in but they still managed to get the money out of our account. getting ahold on someone at wix is a joke customer service is almost non-existant. beyond pissed that I was no longer gonna be charged by them and somehow they charged my bank account without the new card information being put into the system.

Initial Business Response /* (1000, 5, 2015/02/04) */
Dear Mr. [redacted],
First, I would like to apologize for the fact that your complaint was not answered in a timely manner. I have recently taken over the Wix Revdex.com account, and am following up on outstanding claims.
In...

regards to your claim, I first want to explain our policy regarding pro-rated refunds. Wix offers a 14 day money back guarantee for Premium Package purchases, and after the first 14 days we do not offer refunds. I am sorry that there was some sort of confusion regarding our refund policy.
In looking at our billing system and call records, I see that we have already refunded your renewal charge from 11/28/13 when you contacted the Wix Support center on 12/3/13.
I attempted to refund the renewal charge that occurred on 11/28/12, however I was unable to because the card that was used to make the initial payment is no longer active. In regards to the overdraft fee from your bank, unfortunately we are unable to refund this as we do not have any charge to refund since it came from your bank, which is why we are happy to issue a full refund for the 11/28/12 payment.
We want to rectify this situation, however at this point we will need to transfer the funds to you via PayPal as we do not have an active credit card to refund. Please provide us with a phone number to contact you at between the hours of 8am-5pm (PST), Monday-Friday, and we would be happy to contact you to resolve this issue.
I hope you have a wonderful day.
Sincerely,
[redacted]
Wix Support Quality Assurance

Hello Sir, It was my pleasure to speak with you last Friday, June 3rd about resolving this unfortunate situation. As we discussed, an additional refund of $21.19 has been issued off of Invoice [redacted] and we have extended your premium plan by another 2 months as a courtesy for this inconvenience....

Your premium plan purchased on 3/30/16 that is currently assigned to cre8sart.com is now set to automatically renew on 9/20/17. I'd like to again apologize for the unnecessary trouble you experienced in receiving your due credit. Please feel free to reach out to us in the future if you'd like any assistance. Sincerely, -[redacted] Wix Quality Assurance ###-###-#### -- [redacted]

Hello, 
 
Wix phone support is available Monday-Thursday 6:00am-5:00pm PST. 
In order to receive phone support, you must go to Wix.com/contact and navigate through frequently asked questions in order to be able to schedule a call with Wix. 
When you arrive at wix.com/contact,...

you will not see an option to edit text, therefore, you should select the option labeled "Get Help With a Different Problem"
Next, you will click on the blue button labeled "contact us." Here, you will be given the option to request a callback and you will see the estimated wait time. 
Alternately, you can submit a support ticket through our online forum. Wix Online Support is available 24 hours a day. The quickest and easiest way to submit a support ticket, is to email [redacted]. This will automatically create a ticket for you, and you will receive replies in your mailbox. 
 
Please let us know if we can assist you further. 
[redacted] | Wix.com

Initial Business Response /* (1000, 20, 2015/03/23) */
Hello Mr. [redacted],
I have looked into this issue and have found that our online support team has assisted you in deleting your Wix account, and also issued you a pro-rated refund for the remainder of your unused service.
I...

apologize if you had any issues getting this done.
Please let us know if you have any questions or concerns. I hope you have a wonderful day.
Sincerely,
[redacted]
Wix Support Quality Assurance

Complaint: [redacted]I am rejecting this response because: I am aware of the list of things they told me I could do. However, they sent me the wrong list. The business changed ownership, and I needed to know what I needed to provide for proof of ownership. I asked several times, and never got a response. I got it fixed, on my own, with no help from wix.com whatsoever. Sincerely,[redacted]

Hello,
by the time they got back to me it was 2 whole days later and someone had called me already. My problem was how long it took them to get back to me. It was impossible to contact them so I was forced to have to wait. I received assistance and no longer need to correspond with them.

Complaint: [redacted]I am rejecting this response because:
We contacted several times your customer service.  They ignored our request to give us the name of the host.  We purchased the domain via Wix.  Internet shows that [redacted] is the host.  in fact THEY ARE NOT THE HOST.
 
We need you to provide us with the host name and contact, be able to login to access the back door to be be able to point the domain towards the website on [redacted].Sincerely,[redacted]

Hello [redacted], We have reviewed your request for a refund and would like to further assist you. Currently your card is no longer associated with the Wix account holding the site [redacted]. The owners of the account have logged in and updated the payment method. This means that you will...

no longer receive charges from Wix.com in this account. In order for us to process a refund we need to verify that you are indeed the owner of the card that was charged. Since you are currently unable to provide the information that matches our records, we are requesting that you send us a scan/photo displaying the charge from Wix.com. Additionally, please provide us with a scan/photo of a valid Government issued ID to match to the card that we have on file. Once we receive this information we would be happy to proceed with your request. Please note that upon refunding you for the Premium Plan, your previous employer's site will be disabled. If you wish to avoid this, you can contact the owners of the account and request that they reimburse you for the payment that you made towards their site in their account. We await your reply, Wix Team ------ (Resolution after receiving necessary documentation) Hello, Hello, thank you for providing the necessary information. The Wix Premium Plan has been canceled, and you have been refunded $149.00 on invoice [redacted]. Please allow up to 20 business days for your refund to appear on your credit card statement. Feel free to contact us again with any additional questions you may have. Best, -[redacted] -- [redacted]

Hello, 
 
We reached out to the customer on 2/22/17 to explain that the charge was for a domain name ([redacted]) that is currently in use with an external website. 
The customer acknowledged that he continues to use the domain and no longer wanted a refund for...

the service as he realized what the charge was for. 
Per the customers request, the domain subscription was left active but, the auto renewal was turned off so that he will no longer receive charges from Wix.com. [redacted] assured that the domain name would be transferred away from Wix prior to the domains cancellation. 
 
Best regards, 
[redacted] | Wix Team