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:09/04/2024

  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.

  My business domain is hosted by WordPress. I need to renew my domain but they have no phone customer support and all I'm receiving from support are automated emails. No one is personally working my case. Now to be fair WordPress sent emails to an account where my domain is registered that I wasn't monitoring. Once I could send or receive business email I contacted ********* and they said it was a domain issue. I just want to renew my domain and move foward, but the email that they're sending the link to is associated with the domain that is not active, therefore I can't receive the email. I just need to speak with someone

  Business Response

  Date: 09/05/2024

  Hello there. 
  
  We're very keen to help but can you tell us what the domain name is? 
  
  I also see that an account under the email ******************* was only created 6 days ago and doesn't have any domain associated with it? 
  
  Did you perhaps have another WordPress.com account? 
  
  Please do share the *** with us so we can try and see what is needed next.

• Initial Complaint

  Date:08/29/2024

  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.

  This is in regards to a complaint filed with the *** around doggyheaven.org - which is built on Wordpress per their page - ************************************ and ******************************************************* This is a known phishing scam website, which I unfortunately fell victim to. Upon doing further research, it appears many others have been de-frauded as well. This website needs to be pulled down so other consumers aren't defrauded also. More information:I "purchased" a puppy from Doggyheaven.org - which included a sales contract. They provided photos and videos of the puppy. Their website has photos, reviews, and appears to be authentic. However as soon as payment was collected (via Apple Cash), no communications. Additionally, when I contacted them from 2 different email addresses about the same puppy, they responded. This appears to be an elaborate fake website. Upon further inspection, the sales contract address for the seller is a house for sale on Zillow, the phone numbers and names aren't anyone in ************, etc. This website (Doggyheaven.org) needs to be pulled down.

  Business Response

  Date: 08/29/2024

  The site doggyheaven.org does appear to be using WordPress, which is a free, open source software that can be hosted anywhere. WordPress.com is one specific host for WordPress sites and this site is not hosted with us, but rather with orangehost.com (************************************************************). You will need to contact the host in question for further help regarding this site.

   

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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.

  WordPress.com deleted *******.wordpress.com alleging that it contained spam.They threatened me, telling me that other companies will do the same if I upload my site. I have no idea why they made such a statement. I have asked several times and they declare they will not answer me because I am no longer a paying customer.I am petrified of ********************** now because they will delete someone's website and declare spam, without proof or information for the client to make changes. They was no warning either. Just deletion. Now the data is gone.I have 9 other pages with WordPress and I can't figure out why they deleted my main business page.

  Business Response

  Date: 08/27/2024

  Greetings.
  
  Can you please provide some details so we can research this?
  
  What is the site domain? Do you have a reference number from a previous support interaction? What is your account email?

  The more details provided will assist with this research.

  Thank you.
  

• Initial Complaint

  Date:08/25/2024

  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.

  I signed for wordpress.com in January of 2024 for the Personal Plan for 48 dollars and domain registration for 12 dollars. Then in June of 2024 I upgraded to the Explorer Plan for 96 dollars. My home page changed and was no longer user friendly. I had planned on renewing but after the mess ** BOTS/ customer support made of my account, I just want a total refund.** downgraded my plan so after that happened I could not find my main website page when I would use my search engine Every time I tried to contact customer support I would get an ** Bot that didn't know how to answer questions or ask questions to clarify what I meant. It told me I could use the premium plan, I asked if it would cost more money, I never got an answer. After going around and around with an ** Bot about downgrading and upgrading my plan after the ** bot downgraded my plan and got rid of the domain registration. I had no idea the Explorer plan had been changed to the Premium plan. I told the ** bot I want to go back to the explorer plan after it downgraded me to the personal plan, then I get another message from the ** Bot telling me if I want to upgrade my plan click here on the message. So I did, it took me to a payment page for ***** to upgrade back to the exact same plan I had two weeks ago. I want a refund. I do not want to pay ***** to get the plan I had that I already had until ** downgraded my plan.** KEEPS TELLING ME I AM THE ONE WHO DOWNGRADED THE PLAN, I don't know how to switch my site plan in the middle of a subscription. ** misunderstood me when I said I want to downgrade my subscription. I wanted to downgrade my subscription plan for my renewal coming up in December not immediately. Now I just want a refund and not to have to deal with another ** Bot. If I knew how to switch my plan in the middle of a subscription I wouldn't have asked for help.I do not ever want to use your website again, until you hire human beings for your support team. ** is worthless.I want a full refund.

  Business Response

  Date: 08/26/2024

  Hello! 

  We apologize that our support did not assist you in your case. I see that one of my colleagues responded to you via email. They have initiated a refund of your upgraded costs, but were not able to refund the original plan cost as it was purchased 8 months ago. You are now back on the Personal Plan at no extra charge. This is the original plan you purchased in January. 

  After processing, refunds usually take five to ten business days to appear on your statement. Credit card refunds could take 1-2 billing cycles to appear. International refunds can take even longer to reach you. Your financial institution will be able to tell you when to expect the refund and how it will be listed on your statement. Here is that receipt: ***************************************************

  Thank you!

• Initial Complaint

  Date:08/24/2024

  Type:Order 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.

  The company is practicing deceptive messaging. On the first page of cancelation, you are told the site will remain accessible until the subscription expires. On the last page, you are told that if you deactivate, the site will revert to its original form. They don't tell you "when" the site will revert, and they make it sound like it will happen immediately.This is deceptive because I paid for the business plan and my plugins should remain active until the plan expires, not immediately which the last page suggests. The company should say..."If you deactive your plan, we will set your site to private and on [plan expiration date here] it will revert to the point when you installed your first plugin or custom theme on May 23, 2019."

  Business Response

  Date: 08/26/2024

  Hello there! 
  
  Thank you for bringing this issue to our attention.
  
  Upon further investigation, it has come to light that the discrepancy you noticed is indeed a bug stemming from recent updates to our cancellation process. The confirmation message stating, "After you confirm this change, the subscription will be removed on September 30, 2024," is incorrect and should not have been displayed.
  
  I have taken the actions to escalate this issue to our development team for prompt resolution.
  
  In the interim, if your intention is to disable the automatic renewal of your WordPress.com Business plan and allow it to expire on September 30, 2024, you may do so by following the instructions provided in this guide: *****************************************************************************************************
  
  Should you require any additional support or have further inquiries, please feel free to reach out to us directly via our contact page: *******************************************
  
  We appreciate your patience and understanding as we work to rectify this matter, and we are committed to providing you with the quality service you deserve.
  

• Initial Complaint

  Date:08/16/2024

  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.

  On 8/4/2024, I reached out to Wordpress.com's human chat to find out how to downgrade an existing website (which I renewed in May 2024 for $96) from a Premium to a Personal plan. They did not respond, despite advertising a 24 hr turnaround.On 8/9/2024, I asked the ** chat as it is "here to help." The ** chat said I should cancel the Premium tier mid-subscription and buy the Personal tier. I did that and spent $48. I expected a pro-rated refund on the unused Premium, but that did not happen. I asked the ** chat, and it said most qualify for a pro-rated refund. Since I downgraded, I should be eligible. I followed up with the human chat for more specifics on a pro-rated refund, but they still did not respond despite their 24 hr turnaround time they advertised. I now have a downgraded $48 website that I have paid $144 for.Since they were still not responding as of 8/13/2024, I issued a chargeback for the original $96 through ******* My intent was not to get the entire $96, and I made that clear in my dispute, just the prorated amount, and I would keep Personal, which is what I wanted since I paid the $48. On 8/15/2024, I finally received an email from Wordpress and an online message on the Wordpress human chat. The email stated they would refund me if I rescinded my chargeback. The online message stated they could do nothing while the chargeback was ongoing. Wordpress told ****** I paid for Premium (even though I cancelled Premium and I currently have Personal tier), and on that basis they denied my chargeback.I also noticed on the website that Wordpress added a discounted Premium subscription (I do NOT want Premium, I want to be credited for time I haven't used and to keep Personal) PLUS a $15 "Chargeback fee." I want clarity but they are back to being non-responsive. I want a prorated refund of Premium - or if they won't do that, refund the Personal tier and reinstate the original Premium at no additional charge through the original end of my agreement.

  Business Response

  Date: 08/26/2024

  We have refunded your WordPress.com Premium plan as requested. If you need any further help please reply to your support request.

  Customer Answer

  Date: 08/27/2024

  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:08/01/2024

  Type:Service or Repair 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 am using wordpress.com to host two websites, both on the premium plan. This costs roughly 200$ a year. There are several vital features for one of my websites that requires paying for a Business Plan. However, wordpress.com started giving me the following error: "Purchases are currently disabled. Please contact us to re-enable purchases."So, I did. I tried all the possible ways to contact them. In website, through the forum, and through email. Here's how they responded to each:Website: It was automatically closed by them after I typed in my question.Forum: They removed the post and blocked my account from participating in the forum with no message explaining why.Email: They sent an automated response that had nothing to do with my question and provided no information.The plan that I have clearly states that it will give "Fast support from our expert team". I have not gotten any of that and they are purposely not responding by blocking, deleting, and sending completely unrelated information to me.

  Business Response

  Date: 08/02/2024

  Hi there,

  I'm sorry to hear you've been having trouble upgrading to the Business / Creator plan.  We aren't able to communicate about individual plans through publicly accessible places such as the WordPress.com forums or here, but if you've emailed ******************************* we can take a look and see what's going on.  There may also already be a correspondence in your email sent out regarding the cause of this.

  If you haven't done so already, feel free to email us there and we can take a look.  A response may not be immediate but we will definitely give it a look.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22077238
  
  Hello Wordpress.com- I sincerely appreciate the quick response. I contacted support through the provided link more than three days ago and have not gotten a response, even though it says the response will come at a maximum of 24 hours. The ticket id is *******. Just to clarify - should I expect the response in email, since I contacted it via email?
  Sincerely, ****
  
  *********************

  Business Response

  Date: 08/06/2024

  Hello, 
  
  Thank you for following up over email, and for sharing the specific interaction number! As we mentioned, I cant get into any account specifics here, but I can confirm that we have gotten the query, and our billing team will review your request and reach out over email shortly. Thank you for your patience, we do aim for a 24-hour response time, but fluctuations in our support queues can mean a slightly longer wait time in some cases.
  
  I can also confirm weve interacted out about this same issue in the past, so please check your email for any other responses from our team which may help clarify the situation! 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22077238
  
  Hello! I completely understand that it may take more than 24 hours sometimes to get a response, but I'm not sure how long to expect it to take since I still have not recieved a response in email. I would wait longer before sending this message, but I only have five days (per the BBB) to respond. I don't mean to sound impatient, and I sincerely appreciate your efforts.
  Sincerely, ****
  
  *********************

  Business Response

  Date: 08/30/2024

  Hi ****, 
  
  Please know we've already replied to your issues via email. If you have any further issues with your WordPress.com account purchases, kindly directly contact us at ***************************************** since payment related issues cannot be resolved on public domain.

  Customer Answer

  Date: 09/02/2024

   
  Complaint: 22077238
  
  I am rejecting this response because:
  The only response I have received is the bot copy-paste response that is not at all relevant to my issue in email. I just sent another email titled "I am getting restricted from buying anything on Wordpress.com, please help." just in case it got buried. I understand that this may be quite complicated but I hope you can recognize why I am frustrated. I have spent many hours working on this site only for me to not be able to use a crucial feature for seemingly no reason.
  Sincerely,
  
  *********************

  Business Response

  Date: 09/03/2024

  Hello again - I see we replied to your existing conversation today. We will only be able to discuss this case on that conversation.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22077238
  
  I am rejecting this response because:
  It is the same copy paste message that I got originally, roughly a month ago. The message again does not take into account anything that I mentioned in the email. It said that I am using the free plan when that is not the case at all. I would appreciate a human response rather than the same copy paste type response that I have kept recieving.

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

• Initial Complaint

  Date:07/23/2024

  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.

  My website: ghosthumanbones.com on WordPress.I reached out via chat (the only way to contact) to WordPress.com on July 17th with the request to downgrade my plan from Creator to Explorer. After reading their Help Guide, if you have a Creator or Entrepreneur plan and wish to downgrade, you have to contact support. (Screenshot attached) The Creator plan also boasts that customers using this plan will receive 24/7 support from expert Happiness Engineers. (Screenshot attached) So, this is what I did.Initially I asked how the change would impact my website, to which a Happiness Support person responded 23 hours later on July 18th and asked why I wanted to downgrade. I responded 1 hour and 4 minutes after, explaining why I intended to downgrade. After that, I did not hear back.On July 19th I sent another response asking if anything else was needed of me to process this downgrade as I was scheduled to be charged $300+ on July 26th when the Creator plan was supposed to renew and expressed I did NOT want this to happen. No response.On July 22nd at 6:06am I reached out in the same chat simply saying, Hello, no response.On July 23rd at 6:12am I reached out in the same chat asking if my request was being worked on. No response. (Screenshot of chat included)I am very disappointed that, after following the guidelines WordPress laid out, that I have not received assistance in downgrading my account, nor have I received 24/7 support as advertised. I paid for this plan, and even though I am downgrading, I expect WordPress to honor what they advertise. Here's the outcome I would like:I want WordPress to honor my original request to downgrade ghosthumanbones.com from the Creator to the Explorer plan.I want to be compensated for the money I spent on the Creator plan and did not receive priority 24/7 support as advertised. And if I am charged $300+ come July 26th for the Creator plan WordPress failed to remove me from, I want to be reimbursed for that, too.

  Business Response

  Date: 07/23/2024

  While we strive to respond to all of our customers within 24 hours, sometimes we get behind and aren't able to meet our desired SLA.  

  As requested, we have responded to your request and have downgraded the plan on your site. We've also provided additional time on your new plan at no cost as a thank you for being a loyal WordPress.com customer. We appreciate your patience while we worked on this. 

  Customer Answer

  Date: 07/24/2024

  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:07/07/2024

  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.

  On June 26th, 2024 I requested Wordpress to delete the domain name that I owned. I received an email the same day saying the domain has been deleted. As of today, July 7th, 2024, the domain has not been deleted and Wordpress is hanging on to the domain that I own.

  Business Response

  Date: 07/08/2024

  Hi there,
  
  Thank you for reaching out to ***
  
  Upon reviewing your account, we noticed that the domain was not completely canceled due to a temporary issue.

  We have already canceled the domain manually. Now the domain is still in the redemption (lasting until August 7th), so the domain should become available for registration again a few days after the redemption period ends.

  Please let us know if you have any additional questions.

• Initial Complaint

  Date:06/20/2024

  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.

  My blog is on WordPress. I cannot access my website. Although I am able to change my password, every time I log in, the security feature sends an authentication to my old phone number. I no longer have access to this number, so I cannot log in without the authentication.I have tried every possible way to contact WordPress to resolve this issue. Online, I am told that I need to provide one of 10 codes already supplied to me back in the dark ages. I do not have these codes.All available ways to contact WordPress.com, whether by forum, chat, or online form submission, require logging in. I am beyond frustrated. WordPress.com has no phone support. I find this an unbelievably backward business practice. Also, I don't know if I have provided you with the correct address for WordPress.com because I cannot find that either!!!Please help me. The money I am entering below is my basic monthly subscription. I don't want a refund. I want access to what I am paying for.

  Business Response

  Date: 06/21/2024

  Hello there, 
  
  Sorry to hear you are having problems getting hold of us.
  
  As we take account security very seriously at WordPress.com we do require verification to be able to access account information such as the codes you mentioned. 
  
  However, it sounds like you have been making payments for a product and so on your bank statement will be a "transaction" code. We can use this to verify your access to an account and then help you with that. 
  
  I would strongly recommend not sharing this code in a public forum like this as it would allow anyone to access your account in future. Instead please can you follow the steps here to reach the password recovery form - ******************************************************************************
  
  By entering your transaction ID into that, we'll then be able to verify everything and help you access your account again. 
  
  Looking forward to hearing from you.

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21879514
  
  I am rejecting this response because I cannot "visit my WordPress account". My problem is NOT password recovery. It is identity verification after my password has been entered. 

  My phone number needs to be changed, but I cannot change it. I am quite capable of providing a transaction ID for verification but I cannot submit this through an online form that requires me to go to my account.

  I tried to access my account six months ago and gave up. Now, I am on vacation and trying again because I have time to be caught in a vicious circle. 

  A real person could clear this up in two minutes. Please see attached for my transaction ID.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/24/2024

  Hello!

  > I am rejecting this response because I cannot "visit my WordPress account". My problem is NOT password recovery. It is identity verification after my password has been entered. 

  We absolutely understand this, the steps we have given you will help you recover access to an account that you do have the password to, but cannot verify your identity for via your phone number.

  > A real person could clear this up in two minutes. Please see attached for my transaction ID.

  Thank you for locating this, but, again, as I said previously, please do not share your transaction ID on this public dispute. This will allow anyone who views this message to use that as evidence that they are the rightful owner of your account. We can certainly help you regain access to your account, but sharing this code in a public forum against our previous advisement will complicate the process. Please note again that this is for the safety and security of account owners, such as yourself.

  In terms of next steps, to recover your account that you do have a password for, but cannot verify via SMS, without being logged into the account, please follow our guidance here: ******************************************************************************

  Do not share any more private account information in this public setting. Looking forward to hearing from you!

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21879514
  
  I am rejecting this response because I give up. Please cancel my account.
  
  Sincerely,
  
  *************************