**Update: Four hours to escalate a complaint, rude customer service and still no response from Wix.** Following my original review, I attempted to escalate my complaint directly with Wix. What followed was an astonishingly poor customer service experience. It took approximately four hours simply to get my complaint escalated. During that time, calls were repeatedly disconnected, members of the customer service team were rude and dismissive, and one representative actually raised their voice and shouted at me. For a company charging customers for a supposedly premium Business VIP service, this is completely unacceptable. Eventually, I managed to escalate the complaint formally. However, Wix has still not responded. To make matters worse, a Wix representative named Liam publicly replied to my original Trustpilot review, stating that he would be in touch. That contact has never materialised either. So not only has Wix failed to explain why a previously available feature now requires an additional subscription, but its customer service team has also failed to handle my complaint professionally or follow through on its own assurances. I have been a paying customer for years, and this experience has seriously undermined my confidence in the company. **What exactly is the point of paying for Business VIP when even a formal complaint cannot be handled properly?** I would welcome an actual response from Wix rather than another public assurance that nobody follows up on.
Hi there, Thank you for taking the time to write a review. We are sorry to hear you are still experiencing difficulties. We did reach out previously through Trustpilot but were unable to connect. We have sent you another message directly to gather the information we need to look into this further. Please check your Trustpilot inbox as well as your spam or junk folder in case it was filtered there. We look forward to hearing from you. Best, Jess