Complaints

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

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  WordPress.com

  60 29th St PMB 343 San Francisco, CA 94110-4929

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  WordPress.com

  132 Hawthorne Street San Francisco, CA 94107

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:11/17/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Complaint: 18419663
  
  I am rejecting this response because:

  I purchased a software product from WP.

  WP connected me with "24x7wpsupport.com.

  I was told that I had to buy an upgrade to my support program so that automatic WP, not 24x7wpsupport.com, upgrades would not disable my website.

  I yielded to this bait-and switch support tactic, eventually one of the reasons I dropped WP.

  Note that these kinds of problems with WP are well documented on the internet.

  Someone is still deducting money from my bank account (although refunded to date, with difficulty) as a result of my contract with WP.

  WP should not pass the buck and should resolve continuing problems they originated.

  
  
  Sincerely,
  
  *************************

  tified WordPress numerous times about this situation but they will not go away; yesterday I received another notification that my (defunct) site was upgraded).Please help

  Business Response

  Date: 11/21/2022

  Hi there,
  
  My name is Pax, I'm a Happiness Engineer with WordPress.com and I'd love to help.

   

  The site you mention getting support from 24x7wpsupport.com, is a third party service, unaffiliated with WordPress.com. Searching the phone number you list, **************, also pulls up some information about issues other users have had with this service.  If they've charged you for a service which you haven't received, I'd encourage you to seek them out and discuss what can be done.

   

  I'm not seeing any paid WordPress.com upgrades through the account affiliated with the email address you list.  If you have a site hosted with WordPress.com, please send us an email at [email protected], that way we can discuss the particulars of your site, as we're not allowed to get into the specifics of your account here.  If your site is hosted at GoDaddy they can be reached here for support: https://www.godaddy.com/help/contact-us

   

  WordPress is open source software for which there are many possible hosts.  WordPress.com and GoDaddy being among them.

   

  Please get in touch with us via email and we'd love to discuss this with you.

  Business Response

  Date: 12/03/2022

  Hello ******!
  
  Our records show that the domain evolution-of-consciousness.com has never been used on WordPress.com. The receipts you provided confirm that the billing was done with the site 24x7wpsupport.com that we have no affiliation with.
  
  I also want you to be aware that WordPress.com and WordPress.org (free open source software used by millions of sites on various hosting providers) are two separate entities. 
  
  With WordPress.com we use WordPress.org software so you can build your site with us. We install WordPress and take care of all the updates, the backups, and the security for you. 
  
  A WordPress.org site is when you find your own host and install the WordPress software there. You are then virtually unlimited in what you can with your site, but you are also responsible for taking care of updates, backups and security. In case something breaks, you have to figure out how to fix it. 
  
  There's a great side by side comparison of the two right here: https://en.support.wordpress.com/com-vs-org/ 
  
  If you decide to give WordPress another chance and want to build a site with a trusted hosting provider, I honestly believe that WordPress.com is a better option as we take care of a lot of the technical parts of WordPress so you don't have to worry about it. You can just build your site. 
  
  You can take a look at our plans and sign up from here: https://wordpress.com/plans/ Once you sign up, you can reach our own support team for any help at https://wordpress.com/help/contact and we'll be ready to assist you with any questions.
  
  I hope that's helpful and clarifies things for you. 

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  In your first statement you will not allow me to access the site because you cannot verify account ownership, but the second statement is that you would make the website unavailable to public viewing without being able to confirm ownership by your methods. 

  My organization has utilized this method of contact through the "help" email address and has not received any response. We have been on the phone with one of your representatives through a different account and were still not given any meaningful assistance. I need to have direct email or phone contact with someone who is willing to work with my concern, even if it just to shut down the account.

  I am listed on the Washington secretary of state website as connected to this entity. I can provide notarized statements of fact for identification. I can provide bylaws with meeting minutes showing that I am authorized to operate in this role of authority to access this account. I am willing to provide everything we have available to us, which is more than reasonable in lieu of an account number.

  I am fine with taking the site down so that there is no debate as to me chaning information on the site, but I need a direct person to contact rather than the general help email that has not rendered any positive progress thus far.
  
  
  
  Sincerely,
  
  
  
  **** *****

  uld not appear on the website. I am willing to provide verification that I am authorized to modify the webpage through the Washington secretary of state website as well as our internal meeting minutes, but I just need wordpress to communicate with me by understanding that I am unable to prove ownership through the 3 methods they list, primarily due to how we do not have access to the email account that was used to setup the website. Please help me in conveying my dilemma to them and hopefully establishing contact.

  Business Response

  Date: 11/20/2022

  Hi!

  > My organization used Wordpress.*** to setup a free website in the past. The only known person with login information passed away. We have tried to reclaim the account, but the only options to prove ownership involve using an email address to confirm ownership (which we no longer have as it was connected to our previous internet provider) or to use an account ID, which we also do not know if anyone has access to. 

  While we do sympathize with the difficulty you're facing in this circumstance, without some verification to prove account ownership, we absolutely cannot provide access to an account. This is for the sake of your privacy and security. When there are purchases on an account, we can use information from those transactions to verify your identity, but if there are no purchases, no access to the email address on the account, and no other distinct identifiers, there isn't much else we can do.

  > We have been trying for months to determine a way to access the website to either permanently take it down

  However, one thing we can do in these circumstances is make the site private, so that it is no longer accessible to anyone but authorized users. If you do discover account information down the line, you would still be able to log in and edit the details of the site, and in the meantime, it would be offline to the general public.

  If you'd like us to go ahead and proceed with this option, please respond to help@wordpress.*** with any information about the site so we can locate it, and let us know that you'd like to make the site private, perhaps with this same summary of events as you've given here. 

  Thank you!

• Initial Complaint

  Date:10/28/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  September 17 2022 Submit a cease and desist notification for trademark infringement Request to remove contents of the site www.awpwindowbreaker.com and its shopping cart in violation of my trade dress ********* (ref document of my trademark attached) by selling a counterfeit product (ref screenshot) of the American-made resqme tool (for more details, visit www.resqme.com - ref picture of the resqme tool attached).Automatic reply considering no infringement as long as we have not resolved the invalidation request of my trademark made by the infringer is resolved.Submitted multiple notifications on ****, 9/30, & 10/15 to remind Wordpress' legal department about the previous notice of infringement and confirm them that my trademark ********* remains valid and enforceable until and if this cancellation pending case is resolved (ref emails on pdf attached).

  Business Response

  Date: 11/02/2022

  Hello,
  
  We have reviewed this complaint and we're unable to determine whether there is merit to your claim.

  As mentioned previously, we are happy to comply with a court decision supporting resqme's position.

  Regards,

• Initial Complaint

  Date:10/26/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

   
  Complaint: 18318203
  
  I am rejecting this response because: I've received no email from WordPress so I have no idea what they're talking about. I would like the $300 that was wasted to be refunded. It's quite evident based upon the reviews of numerous other customers on here that I'm not the only one who has experienced this organization utilize such horrible ethics. It's repulsive to see this, and I'd greatly like to see my money refunded for a product that was not the same as the advertisements describing it, results to underhanded tactics such as refusing to refund money to me along with others on here who and then proceeds to deny any wrongdoing. It's a truly sickening display of an absolute refusal to accept any responsibility on the part of WordPress. I have literally never had to file a report prior to this one because most corporations make an effort to hold themselves responsible when they're in the wrong. I didn't use the product, I was highly dissatisfied with the utter lack of usability, it doesn't meet my needs, the page upon which one cancels their account is in an inconspicuous spot so I couldn't even find it at first to cancel, and I want this company held accountable. Clearly, I'm not the only one so those are my reasons. This is clearly an unyielding trend at this point.
  
  Sincerely,
  
  ****************ltime college student, member of 2 academic clubs, engaged, my partner has a 17-year old son, self-************* Uncle who's been like a father since my dad passed, had been diagnosed with pancreatic cancer. Forgive me for being a bit preoccupied! You'd expect a corporation like WordPress to be aware that circumstances sometimes cause things to slip people's mind. I could understand if I had a fully-developed website with high traffic, etc., However, the fact is that this "website" isn't even functional because the product was so unintuitive, not user-friendly and essentially useless for my needs. I mean you can code a static website w/ HTML5, CSS3, JS or ************************ & PHP for free. When inflation is skyrocketing, $300 makes a difference to the working ************** class. It's upsetting to see a corportation exploit people yet again. A 14-day return pediod is preposterous. You can't even learn WP in 2 weeks w/ it's overwhelming nature. I'm disputing w/ my bank currently.

  Business Response

  Date: 10/27/2022

  Hi *****,

   

  I'm very sorry to hear about the inconvenience this has caused you and I regret that we could not reach an acceptable resolution with you. We have followed up with you privately via your account email address and I urge you to reach out to WordPress.com support directly, should you require a prompt response. 

  Business Response

  Date: 11/05/2022

  Hi there,
  
  I see we've responded to your query about cancellation and refund on 23rd Oct. As mentioned in the email annual plans cancelled within 14 days of purchase/renewal can be refunded as per our refund policy (https://wordpress.com/support/manage-purchases/#refund-policy ). I see the Business plan on your website was purchased in Sep 2021 and cancelled in Sep 2022.The plan was active for a little over a year and also, it was a more than one year ************. It is for this reason, I'm afraid we're unable to provide a refund.

  Please feel free to let us know if you have questions.

   

  Thanks,

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18318203
  
  I am rejecting this response because: as I've stated numerous times, the website was unsafisfactory for the purpose which I intended. This is absolutely incredible that a business is this adamant in its refusal to acknowledge its wrongdoing. The email which I received in September of 2021 contains no mentioning whatsoever of this return policy. Upon attempting to utilize the platform, I found it very difficult to use. I couldn't cancel the subscription because I couldn't figure out where the option to cancel the subscription was located on the WordPress website.

   

  I will include a copy of the email which I received which makes no reference whatsoever to WordPress' refund policy. What further frustrates me is to see numerous other complaints on here which are eerily similar to the one I'm making, yet WordPress refuses to acknowledge any error on its part? How is someone even supposed to know what the policy is if it's not included on the receipt? Lastly, as I said, although the subscription was cancelled after 1 year - the subscription wasn't even put to use. I didn't even have a website that was not even remotely complete because as stated above - I found WordPress lacking for my goals. My understanding of what WordPress was, was a website where I could get templates upon which I could design my own website. I wasn't looking for a content management system.

   

  Additionally, I've included the email with the receipt which makes no reference whatsoever to a refund policy, cancellation, etc.

  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

   

  they have failed to offer me proper support and i have NO link to use their free chat options.

   

  not fair

   

  ****** *******************

  Business Response

  Date: 10/26/2022

  Hello ******,

  Thank you for reaching out to us but we do not provide phone support for WordPress.com accounts at this time. We are happy to help you 24/7 if you reach out to us via chat or email at https://wordpress.com/help/contact (if you have Premium Support, you can access live chat). 

  Thank you for your understanding and we're eager to help! 

   

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

   
  Complaint: 18293594
  
  I am rejecting this response because: THE **** REMAINS, I WENT TO www.AfricanHebrewIsraelitesofJerusalem.com, A CLIENT WEBSITE OF WORDPRESS. I TOUCHED THE LINK FOR www.WordPress.org. I ESTABLISHED AN ACCOUNT. UPON RETURNING TO www.AfricanHebrewIsraelitesofJerusalem.com, MY USERNAME, EMAIL ADDRESS, AND PASSWORD WERE NOT RECOGNIZED. AND THERE IS MORE. REGARDING THE WORDPRESS SITE, THERE IS APPARENTLY NO PHYSICAL ADDRESS  AND/OR PHONE NUMBER LISTED ON THE ***** A MR. ********* ******************** IS OSTENSIBLY IN CHARGE, BUT HIS EMAIL WAS NOT CLEARLY LABELED. I WENT TO THE Mullenweg.com PART, BUT THAT SITE IS NOT WORDPRESS RELATED. IT WAS JUST MY LUCKY GUESS WHAT "****"' SPECIFICALLY MEANT ON THE **** BOTTOM, MATCHING A NAME IN THE "OUR STORY" SECTION. THIS IS NOT LIKE "CONTACT US" IN CHARACTER. AS FOR THE CLIENT SITE, IT HAS NO EMAIL ADDRESS OR PHONE. (I AM DEALING WITH THAT MATTER VIA OTHER MEANS.) AS FOR WORDPRESS NOT HAVING ACCESS TO SITES HOSTED OUTSIDE WORDPRESS, I SHOULD NOW THINK IT PECULIAR THAT THE CLIENT SITE EVEN HAS A WORDPRESS LINK. I WILL CONTINUE TO TRY THE CURRENTLY NON-FUNCTIONAL LINK MENTIONED IN THE WORDPRESS RESPONSE.

  
  Sincerely,
  
  ***************

  ites.

  Business Response

  Date: 10/25/2022

  Hello
  
  
  > I opened an account with WordPress.org. (Some web hosting for which is ostensibly by BlueHost.com, ostensibly associated with WordPress.com.) PROBLEM-My username, password, and email address have been rejected on a particular WordPress generated site. This site has no email or phone numbers. It does have WordPress blog(s) that malfunction. Apparently, the last posting was in 2020. WordPress has not been helpful, although referring me to http://AfricanHebrewIsraelitesofJerusalem.com/wordpress/wp-login.php, as the link(?) proved to not exist. A "404 error". Yes, I have no patience with technology per se, and told WordPress so, harshly but without expletives. ACTION- Make. It. Function. Have WordPress volunteers (?) provide efficient, uncomplicated service, even at the free basic level. Have the contact "@" email addresses of all responsible persons clearly stated at the beginning of all WordPress client and administrative sites.
  
  
  Thank you for your feedback. I understand that you need help accessing the site `AfricanHebrewIsraelitesofJerusalem.com`. As you mention in your message, this site seems to be what we refer to as a self-hosted WordPress.org site that is hosted with Bluehost. As a result, we are unable to assist you with this request as we don't have access to WordPress sites that are hosted outside WordPress.com.
  
  
  You can read more about the difference between WordPress.com and self-hosted WordPress.org sites here: https://wordpress.com/support/com-vs-org/
  
  
  I recommend that you contact the site owner or, if you are the site owner, Bluehost for help regaining access to the site. An alternative is to head to https://africanhebrewisraelitesofjerusalem.com/wp-login.php where you can try recover your password for the site by clicking on the "Lost your password?" link. This will then take you to an account recovery page for this site.

  Business Response

  Date: 10/30/2022

  Hi there!
  
  > THE **** REMAINS, I WENT TO www.AfricanHebrewIsraelitesofJerusalem.com, A CLIENT WEBSITE OF WORDPRESS. I TOUCHED THE LINK FOR www.WordPress.org. I ESTABLISHED AN ACCOUNT. UPON RETURNING TO www.AfricanHebrewIsraelitesofJerusalem.com, MY USERNAME, EMAIL ADDRESS, AND PASSWORD WERE NOT RECOGNIZED. AND THERE IS MORE. REGARDING THE WORDPRESS SITE, THERE IS APPARENTLY NO PHYSICAL ADDRESS  AND/OR PHONE NUMBER LISTED ON THE ***** A MR. ********* ******************** IS OSTENSIBLY IN CHARGE, BUT HIS EMAIL WAS NOT CLEARLY LABELED. I WENT TO THE Mullenweg.com PART, BUT THAT SITE IS NOT WORDPRESS RELATED. IT WAS JUST MY LUCKY GUESS WHAT "****"' SPECIFICALLY MEANT ON THE **** BOTTOM, MATCHING A NAME IN THE "OUR STORY" SECTION. THIS IS NOT LIKE "CONTACT US" IN CHARACTER. AS FOR THE CLIENT SITE, IT HAS NO EMAIL ADDRESS OR PHONE. (I AM DEALING WITH THAT MATTER VIA OTHER MEANS.) AS FOR WORDPRESS NOT HAVING ACCESS TO SITES HOSTED OUTSIDE WORDPRESS, I SHOULD NOW THINK IT PECULIAR THAT THE CLIENT SITE EVEN HAS A WORDPRESS LINK. I WILL CONTINUE TO TRY THE CURRENTLY NON-FUNCTIONAL LINK MENTIONED IN THE WORDPRESS RESPONSE.
  >
  >H Ragin Jr

   

  I hope I can help!

   

  The site www.AfricanHebrewIsraelitesofJerusalem.com is not hosted with us here at WordPress.com, but appears to be hosted through BlueHost. WordPress.org is an open-source software for creating web content, and can be hosted by any company in the world who wants to provide WordPress hosting, not just WordPress.com. This guide helps explain the difference between WordPress.com and WordPress.org in more detail: https://wordpress.com/support/com-vs-org/

   

  Since you mentioned you touched the link for www.WordPress.org and established an account, it sounds like you created an account through WordPress.org's site, in which case you could log back into that account here: https://login.wordpress.org/

   

  Logging in there won't get you access to the site you mentioned above, but you will be able to access the account you created originally.

   

  If you're interested in building a site with WordPress software and want to consider WordPress.com hosting to have more access to our team of support engineers, check out our plans and pricing here! https://wordpress.com/pricing/

   

  I hope this helps! Have a great day.
  

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 have been unable to login to my woocommerce site for over 6 weeks. Every time I try to login with the correct information I get an error message and now my site is crashed. I am unable to receive orders. When I tried to contact *********** support, it says I can only contact support by logging in when I clearly cannot. I have had this account for over a year and a half and the website always crashes, nothing but error messages, Im paying for subscriptions that dont work and hosting fees even when my site is crashed.

  Business Response

  Date: 10/18/2022

  Hi there, 

   

  Thank you for sharing that screenshot. It appears your site is experiencing a critical error. Kindly note that this is not necessarily a WooCommerce issue in and of itself. 
  
  There are several reasons why you can experience a fatal error like this. The most likely reason is that you have a plugin conflict on your site that's causing this. To be able to identify which plugin is causing this, you'll need to access your site in some other way to figure that out. We suggest contacting your hosting provider or web developer if you have one to assist with this.

   

  Regarding your inability to contact WooCommerce, you can contact us via live chat via https://woocommerce.com/ When that opens, click on "log in" Screenshot here: https://d.pr/i/ZrTS1m
  
  You'll be prompted to log in using your WordPress.com account. 
  
  Once you're in, you can contact support from this page, https://woocommerce.com/my-account/create-a-ticket/
  Please follow the steps on the form on that page, and you'll be able to send your request to us directly. 
  

   

  contact us via live chat, then you can do so by accessing your WooCommerce account via https://woocommerce.com/ When that opens, click on "log in" Screenshot here: https://d.pr/i/ZrTS1m
  
  You'll be prompted to log in using your WordPress.com account. 
  
  Once you're in, you can contact support from this page, https://woocommerce.com/my-account/create-a-ticket/
  Please follow the steps on the form below, and you'll be able to send your request to us directly. 
  
  

  If you're unable to contact us by logging in, please email [email protected] from your registered email address, and we'll respond via email.

   

  You're welcome to contact us directly or respond here if you have any more questions. 

   

  Cheers

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************meframe of WordPress.com refund policy.I was unable to cancel my account and request a refund because my account did NOT show an option to cancel and request a refund.Wordpress.com has not responded to my last email and has not issued me a refund.

  Business Response

  Date: 10/26/2022

  Hello!
  
  Our team reviewed the WordPress.com account of *************************. We can confirm that the very first time they contacted our support was on 2022-08-25. On that date, their purchases had already been outside the refund window as per our policy: https://wordpress.com/en/support/refunds/ 
  
  Nevertheless, I can confirm that a full refund of the amount they paid had been processed on 2022-10-20.
  
  Bets regards!