Five bad experiences. An hour on live chat. A boilerplate refusal. I am done.
This is my fifth poor experience with Wix support, and the one that has finally made me consider moving my entire business off their platform. An app sold through the Wix App Market (Bundles by Multiorders Solutions) broke my store's Add to Cart button on the day I paid for it. 18 days before I found it. I had to delete the widget entirely to restore my checkout. The app developer, Donatas, confirmed in writing on 9 June that Wix billing had already agreed to process my refund and was just waiting to finalise it. I have that email. I waited seven weeks. On 26 July I spent over an hour in Wix live chat. I was passed between three agents. One of them, Manuel, hadn't read any of my messages and had to be told twice to read the supplier's own email confirming Wix had agreed to refund me. He then promised I'd be escalated to an Offline Refunds Team who would email me. The next morning, Kate (Premium & Policy Specialist) sent me a copy-paste form letter citing Paragraph 6.4 of the Terms of Use. Non-refundable. No exceptions. No acknowledgement of the supplier's email. No acknowledgement that Wix's own billing team had already promised a refund. 5 times. Same outcome. If your issue is anything beyond the most basic query, Wix support does not function.