Complaints

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a website upgrade in February! I have had my existing site for close to a year prior to this purchase. The owner Chris was very enthusiastic and sounded like he was on the same page with me on my site needs. I explained I have neurological issues and need help with understanding how this works! The communication was less than satisfactory, it took much longer than expected, I was not given a product I could fully use. I was not given the instructions in visual format to maintain my site as we spoke about. Once the design was supposedly finished they rushed me to pay, and said I had instructions to get my site up and live- I did not! When I found out just how bad the issues were it was too late - I already gave him my money! I called Wix but they said Wix media group is 3rd party and they cannot issue a refund. I tried to contact Chris and you can see the emails here and posted in my blogs. He did not provide a useable site- the only use it had was for me to try to weed through how they made it so I could fix my own site- which I did in less than a week!!! I feel like 1300 was stolen from me! Chris at Wix media group is highly unprofessional and you can see it in his emails! I want a refund- at least 3/4 of what I spent should be returned- as what was provided was a template! Not a website that would have my memberships, subscriptions, comments for my blog, announcements, and other things necessary to streamline my site over to the “new design”! Please do something about this so more people don’t have this happen to them! I see others already have prior to me! I wish I would have looked on BBB prior to using Wix media group! I was desperate for help, I was taken advantage of! It’s pretty convenient that most of the details are on the phone call! If you use his services get it all recorded and in writing!

  Customer response

  06/05/2023

  I have not heard from the business in response to my complaint.

  
  I added the final email- he stopped responding. May 12-13 email is the last they contacted me! 

  Business response

  06/06/2023

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. We take complaints very seriously at Wix Media Group, and we always strive to ensure the highest level of customer satisfaction. Our reputation for delivering quality service is of utmost importance to us. We regret that one of our clients, ******* *****, feels disappointed and has felt the need to file a complaint.
  
  In responding to the issues raised, we would like to provide some context and clarify a few points.
  
  Our records indicate that the website design was completed as per our agreement with ******* ***** in February. It's important to note that our service primarily involves website design. We pride ourselves on our design expertise and endeavor to create sites that are both aesthetically pleasing and functional, aligning with the specific needs of our clients.
  
  We recall ******* expressing her satisfaction with the website design we created. In fact, she enthusiastically stated it was beautiful and exactly what she was looking for. Following our usual practice, we facilitated a transfer agreement to ensure ******* was entirely happy with our work. She signed the agreement, affirming her satisfaction, and the website was subsequently transferred.
  
  Unfortunately, it seems there was a misunderstanding concerning the scope of our service. The issues she raised about hosting and transferring subscriptions to the new website fall outside our design service. Despite this, we deeply care about our client's success and satisfaction. We, therefore, offered assistance with these issues as a courtesy, which ******* declined.
  
  We offer unlimited revisions and free training until our clients are confident and pleased with the site, and we made this clear to *******. We had no indication she was dissatisfied with the website or our service until we were informed of this complaint a month post-transfer. Upon learning of her concerns, we promptly reached out to offer assistance to rectify the issues she was experiencing, an offer which remains open.
  
  We would like to refute the claim of providing just a "template." Our work involved tailoring a site design to meet *******'s specific needs, as discussed in our consultation sessions. We, however, do not offer a service for transferring subscriptions, memberships, comments, and other such features. This was clearly outlined in our service agreement.
  
  We empathize with *******'s situation, and we wish to assure the BBB and ******* that there was never an intention to take advantage of her. Our primary goal is to aid our clients' digital presence by creating quality and personalized website designs.
  
  We appreciate this opportunity to clarify the situation and are willing to participate in further discussions to ensure a fair resolution for all parties involved.
  
  Thank you for your time and consideration.
  
  Sincerely,
  
  Christopher B******
  CEO/Wix Media Group

  Customer response

  06/06/2023

   I am rejecting this response because:
  I tried to call and explain the many emails to the number provided. I also called Wix weeks prior to all of this and they couldn’t provide me with a solution. 
  

  Even they understand that when upgrading a “blog site” you need your imports to include comments, members, subscribers.. etc.. otherwise what is the point in an upgrade!? I was not buying a new site- I was upgrading mine for a new look, better flow and Chris said he could do that! I explained to him on the phone I have neurological issues that cause me to easily become scattered and was having a hard time doing it on my own with everything going on. He explained it was easy to transfer over and then they would work on it and transfer it back! He did NOT explain these details which would have had me turn down the service! Why would I purchase something that starts my subscribers and members back to zero when I’m trying to beef up my page and get better flow for subscribers- that makes no sense! Why would I agree to move over 300 journals and leave out the members discussions?! I would have an incomplet “interactive blog” - it’s described/advertised as interactive - if people go to the page and see no proof of interaction in all posts that is false advertising- I would never agree to this! 
  

  I was not told or shown these details which, had I known, I would have chosen to NOT use their services! Wix media group did not disclose important information and by the time I figured out what I had paid for, I already completed the work. 
  

  I immediately filed a complaint with “Wix”, thinking that they were part of the company - they completely understood all that I am explaining and they could see the large amount of assistance requested from me fixing my own site, but they are not “Wix media group”. They are only a 3rd party service.

  When I found the “copy” they made was unusable the cooperation and kindness stopped. That is why I am here! This is bad business practices!! 

  
  

*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. ↩