Complaints

This profile includes complaints for NameCheap's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NameCheap

  4600 E Washington St Ste 305 Phoenix, AZ 85034-1908

• 

  NameCheap

  4600 E Washington St #305 Phoenix, AZ 85034-1908

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/10/2025 opened an account with ******************** domain (fishinghorizon) was transferred to my account attempted to purchase hosting for the domain; however, they requested information which i could not provide funds were refunded since i could not provide the requested information my account still remains locked and the domain unuseable to this point since they insist that i provide information which i cannot or now provide photo id which i refuse...at not time during account generation, nor when the domain was transferred to me was any of this verification required and since those are the only actions still in effect on my account verification should not be required...

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a domain to use with my newsletter on the Ghost platform this morning. I had some difficulty setting it up and was locked out of my account. I sent frustrated emails to customer service and risk management and have yet to hear anything. My next call is to my bank to cancel my debit card and report it as fraud.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As we have told NameCheap both in numerous emails and in chat we wanted to cancel due to the immediate hack upon purchase (11/7/24). We tried numerous times to address our issues to no avail. They just keep sending emails and lies. Company refused to do the right thing and just cancel our purchase (which was a the very next day stating it had to be done in the account to which we did not have access based on their suspension of the account. They continued to send threatening emails noting non payment and suspension indicating a threat to our credit rating. We just gave up after numerous emails and chats stating we just go ahead and pay them and immediately request cancellation but couldnt get into the account because of a double authentication issue. Told issue could only be resolved with risk management to which another series from security kept insisting on getting copies of my ID (which were never required upon purchase) for resolution. Told them I would NOT send my ID info and they said they would call. Made appointment date and time. I waited 40 minutes beyond the time designated. No call came. They sent an email stating they tried numerous times which is a lie because my phone logs all calls coming into the line even if I dont answer them. It showed no missed call. I fully expect to see resolution of this immediately. I do not believe the CEO, ******* ********** would state that what has happened to us would be considered rockstar customer support and that they do not honor the **** definition of buyers remorse, especially in light of being immediately hacked upon purchase.

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to recover three expired domains********************, ********************, and **********************which expired on October 9, 2024. These domains are now in the Redemption stage with Namecheap. Despite being listed in my cart, I am unable to purchase them without paying an exorbitant redemption fee of $87.16 per domain, totaling $261.48. Namecheap explained that this fee is imposed due to agreements with *** registries and cannot be waived. However, I find this policy unfair, as it seems to prioritize profit over customer service. The domains are effectively being held hostage, and the redemption process creates unnecessary financial barriers to reclaim what was initially mine. Additionally, I was not sufficiently warned about the expiration or the high penalties that would follow. While Namecheap suggests waiting for the domains to be publicly released, this process introduces significant risk, as the domains could be auctioned or backordered. This lack of flexibility and transparency leaves me deeply dissatisfied with their practices.

• Initial Complaint

  Date:12/09/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a loyal customer name, ********************. I have about a dozen to means all paid up. I try to access the Black Friday sale. They refused because I was " an existing customer. When I contacted **********************, they promised to give me the discount about two weeks later they still are demanding that I pay first and then they will adjust the amount.

• Initial Complaint

  Date:11/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Against Namecheap Date: November 30, 2024 ?Description of Complaint:I am writing to file a formal complaint against Namecheap concerning a negative experience with their customer service and billing practices. Here is the sequence of events:Date and Time of Occurrence: November 30, 2024, around 5:19 AM GMT.Nature of the Problem: I was supposed to receive a 10% discount coupon for renewing my .digital domain. Initially, the support assured me that coupon NC10OFF1 was valid.Miscommunication Issue: Later, it was clarified that the coupon applied only to .com domains, contradicting previous assurances.Escalation and Dissatisfaction: I engaged multiple customer support representatives over nearly two hours with no satisfactory resolution. There was contradictory advice, wasting considerable time:Three support agents assisted during this session, with delays in transition.Numerous dropped chats led to further delays and repetition of information.Compensation Offered: Finally, I was offered a refund in the form of account credit, which was not my preferred option, as I wanted a refund to my payment method.Outcome: This inconvenience led me to file a complaint and consider moving my domains due to inadequate service recovery.Impact on Consumer:This has been highly frustrating. The lack of transparency about coupon policy and inefficient case handling led to inconvenience and mistrust, which is unacceptable.Resolution Sought:I request an investigation into Namecheap's communication and coupon policies and seek a refund equivalent to the promised 10% discount. Improved training and communication infrastructure are needed in Namecheaps customer support.I look forward to your prompt response for a fair resolution. Please contact me at ************ or ********************************************************* for further information.Thank you for your prompt attention.Sincerely,****** ******

• Initial Complaint

  Date:11/16/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried Namecheap in past because a needed a domain name when I was preparing to open an online business with *********** goals changed, and I remember more than a year ago fighting with Namecheap to close my account and stop the billing. They made it nearly impossible, so I informed them I wanted to close my account and stop the monthly ******************* October 2024 they sent me an email that they want to resume billing. I can't believe it, and I told them to close my account and stop the billing.They harrass me for a full day, insisting on information I no longer have, and refusing to listen to me. Instead, which I still cannot belive, they presume to give me (their customer) instructions thet "I have to" follow some link and enter more of my personal information. Of course I flatly, totally, refuse. I believe they have engaged in unwarranted billing for unused services for moew than an additional year. These people IMO are internet terrorists and impress me a happy to commit any fraud for another year at ~$17.00 USD per month.Their fraud is: we need to bill you, and when you can tell us some - unknown - information to get us to stop.

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a domain hosting service from namecheap.com a couple years ago. Earlier this year, in March of 2024, I attempted to cancel the service and move my domain to another provider. While doing so, I requested that namecheap.com terminate all upcoming services and charges I had with them.namecheap.com made my jump through a forced and uncomfortable sales call before relinquishing my domain. I learned later that they did not honor my request for a complete cancelation of all future charges. In August of this year, they informed me that they were going to charge my card for a renewal of services. I explained that the account was closed and the charge would not be authorized. I requested no fewer than five times that they not charge my card. They did so anyway. My bank reversed the charge. In November of this year, I received another email from them stating that they were going to charge my card against my wishes for something the cancelation of which I'd already requested more than five times. Despite the ***'s click-to-cancel policy, they're making me reactivate an inactive account just so that I can log in and retrieve a support PIN. They can obviously not charge the card, since they know the card number (or at least the last four digits thereof, per their email). They can also obviously confirm the account with my email address, since they emailed me. However, they say they are unable to cancel the upcoming unauthorized charge unless I log into the account (which should have been closed per several previous requests) to confirm my identity. Their business practice is obviously a form of abuse. I think other consumers should be made aware so that others can avoid the hassle of dealing with such an obviously abusive business practice and policy.

• Initial Complaint

  Date:11/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NAME CHEAT HAS STOLEN OUR FOUR WEB DOMANS WE HAVE OWNED FOR MANY YEARS, AS WELL AS THOSE FOUR PARTIALLY COMPLETED WEBSTES. THEY REFUSE TO RETURN OUR PROPERTY. THEY HAVE STOLEN $5400 FROM US AT ********* AND ARE ATTEMPTING TO EXTORT MORE. THEY ARE NOT A U.S. BASED COMPANY/ REGISTRY AS THEY FALSELY CLAIM AND HAVE NO OFFICES OR PERSONNEL AT THEIR FAKE ******* LOCATION, WHERE THEY ALSO CLAIM THEY CAN ACCEPT SUBPONAS AND LEGAL SERVICE THROUGH THEIR "LEGAL DEPARTMENT". THEY USE FAKE "AMERICAN" NAMES LIKE "****** ********" AND "*** *****" AND LIE ABOUT THEIR LOCATIONS AND EVERYTHIG ELSE. THEY ARE COMPETELY FRAUDULENT. THEY HAVE OTHER FAKE COMPANIES, ******************** STUDIO" AND "STATE DESIGN" BOTH COMPLETELY FALSE LOCATIONS AND LYING STAFF. WE WOULD LIKE OUR PROPERTY RETUNRED, OUR MONEY REFUNDED AND ARE SEEKING TO EXPOSE THIS DIRTY COMPANY TO THE DEGREE THAT RENDERS THEM UNABLE TO CHEAT ANYONE AND SHUT THEM DOWN COMPLETELY IN THE U.S AT LEAST.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Namecheap did not clarify that real names were required, nor did they conduct any identity verification when I registered the account under an alias to protect my privacy. Now, they are requesting a color photo ID for the alias, which is impossible. As the actual owner, I am unable to pass their flawed verification process, and under these unreasonable demands and incomplete regulations, I am currently locked out of my account. I request that my rightful access be restored immediately.