I’ve been a loyal Wix customer for several years, but today I had a very disappointing experience. I was inquiring about purchasing a new domain using my premium plan, which supposedly includes a free domain voucher. However, I found out that the voucher had expired six years ago, despite being under the impression that it was a yearly benefit.
The customer service interaction was frustrating. The agent initially tried to help but then abruptly ended our chat without transferring me to a supervisor as promised. This lack of follow-through and transparency left me feeling unsupported and undervalued as a customer.
To make matters worse, I initiated a new chat to follow up after being cut off from the previous agent. However, I have been waiting and no one has joined the chat to assist me. It seems they don’t want me to make a simple complaint.
Because of this treatment, I have decided to revise my previously positive review on Trustpilot. Initially, I had a great experience with the chat agents I spoke with over the past few days, but today’s poor treatment—being cut off for wanting to make a complaint—has changed my perspective entirely.
Overall, I’m extremely dissatisfied with the handling of my inquiry and the misleading information regarding the free domain voucher. This experience has made me consider other platforms for my website needs.
I hope that Wix contacts me to resolve this issue. I was not rude, I did nothing wrong, yet I have been ignored after requesting to speak with a supervisor.
I have a copy of the entire chat and will email this to Wix as well.
Date of experience: May 29, 2024