I recently ran into a major issue with…
I recently ran into a major issue with Wix's new AI editor, and the customer service experience made it worse. The video uploader was explicitly labeled as supporting volume control — it wasn't a guess or an assumption, it was stated to work. It didn't. That meant I had to rebuild my entire site from scratch. When I reached out for help, I spoke with Kristy, who was polite but unable to resolve anything. I asked to speak with a supervisor and was told that wasn't an option — I later learned her name is Jodi, but had no way to actually reach her. Instead of taking responsibility, I was met with giggling and a shrug: 'well, we thought it would work, but I guess it doesn't — we're still working out the bugs!' That's not an acceptable response when a customer has already built their site around a feature you advertised as functional. If a tool is still being tested, don't label it as working. And when it fails through no fault of the customer, laughing it off instead of offering a real solution is not good customer service. I hope Wix takes both the transparency and the support experience more seriously.
Hi there, Thank you for taking the time to write a review. We are sorry to hear about the difficulties you have experienced. We have reached out to you directly via Trustpilot to gather more information so we can look into this further. Please check your spam/junk folder in case it has been routed there. We look forward to hearing from you. Best, Robert