Kristen D.

I was working well on creating my site, only to find the next day that what I had accomplished had vanished. I called them to find out how to get it back and they said it wasn't in my history so there was nothing that they could do. The save button says that it automatically saves. Apparently this is not the case because for the two hours I worked on the site, nothing was saved. I have called three times for support to get answers to questions on the site. One was simply to change the color of the background... seems like a simple question to me, and the support person was figuring it out as I stayed on hold. It was as if he was not an expert at all and was learning as he went. He explored all of the same attempts I made. I told him I wanted to use the colors of the site that I had chosen. It seems like a website builder company would understand that if your pallet is greens, grays and beige, that bright colors such as blue, pink and yellow are not going to be possibilities that would satisfy me if I'm wanting a different background color other than white. It seems outrageous to me that he would think it is acceptable to chose one of the bright colors. Strange at the least. Isn't a website supposed to look professional? Another question I tried to solve on my own was how to make the menu about an inch deep rather than the 3'' offered. He also had no idea how to do this. My questions seem simple for "experts" to answer. Wix is hiring people to answer calls who are not experts or possibly haven't used the site because they take forever to help. They say you have access to real people for customer support when you purchase the premium. BUT it is difficult to get a person who can help you in a timely manner. You have to wait for the person who isn't trained with the website to go through their process of learning themselves before they move you on to the actual expert. This is a terrible way for a business to work with people who are already calling about a problem to then add to the frustration by having to be patient while your "expert" learns how to navigate while you wait and listen, getting you nowhere until you speak to a person who can actually fix you problem. When you get to the actual expert who is knowlegable in how the site works, your call is over within a few short minutes. Wix needs to train better and longer before giving "experts" to clients. What they're doing now might work as a free training for their employees but it doesn't work well for keeping customers happy. As a comparison, after my Wix call, I was on the phone with my credit union. They actually understood my questions, knew how to navigate their site and who I needed to talk to if they didn't know the answer. So, this told me that my frustration truly was with the extremely poor customer service that wix provides, and not just me being impatient. If I can handle a call with my bank over a new business account, what forms I need to fill out for my accountant, how to navigate their site etc. after a frustrating call with wix, then that speaks volumes to the truly inadequate and useless customer care wix is providing. I hope they make changes soon as their platform actually does some incredible things if you like to be creative and want to take advantage of the tools they offer. I was really happy with how my site was turning out, but I decided with how poor the customer care is, and the fact that they couldn't explain why my work didn't save, that I didn't trust Wix to be the small business support and web host I feel comfortable with. Wix doesn't do what they say they will in some ways, so how do I know they will do what they say in other ways. I decided to cancel rather than deal with more lost work and dealing with customer care reps who are not knowledgeable. I have to say that they were all VERY nice people but did not admit that they were over their heads, even with simple questions. And no explanation as to why my work didn't save when they have an "automatic" save policy has left me wondering how to know if it was something I needed to do differently or was it their site. It's a mystery. And when I'm going to work with a person, company, etc. I need communication on how I need to change my steps if they aren't working and they need to be able to help me with. What to do differently so that I don't lose my work. They suggested to simply click "save", but again, it is supposed to all automatically save. So... after I saw that it was all automatically saved, I didn't bother saving again. I worked for over two hours on the site one evening, and apparently the automatic save didn't happen even one time during that two hours because no version of the work I did was in my history. I hope that you will think twice about using wix. Assume what you are working on won't save and use the save button religiously. And, if you need customer service this is not the company to choose. They are not knowledgable, and to get someone who is, you have to be willing to wait on hold for up to half an hour or more. Super bummed about this experience as I had hopes to launch my site this weekend.