terrible customer support system
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why is no one getting back to me??? It’s been almost 4 days since I bought the domain and I haven’t even been able to do anything but blog. I then purchase the premium membership and nothing has changed. My site is still VERY bland and my .com is not even active. I have been trying to cancel the domain purchase for days now and I keep getting emails with instructions or forums. I want to SPEAK WITH SOMEONE please! I feel like I just got ripped off for over $100 and your policy for no refunds after 48 hours has passed. Even though I contacted wordpress WELL before that time expired. I tried transferring the domain to another hosting website and paid them another $100 just for them to tell me I cannot transfer the domain within the first 60 days. Al of this could have been settled with a simple response from wordpress HELPING me figure this out. But it seems as though you’re willing to risk bad reviews for a measly $106. 317-918-1360
The blog I need help with is: (visible only to logged in users)
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Hi Danielle,
I understand you’re really frustrated. While we don’t provide support over the phone, I’m happy to answer all of your questions here.
Also, it looks like you’ve created a few support requests:
https://en.forums.wordpress.com/topic/frustrated-9?replies=1
https://en.forums.wordpress.com/private-support/my-site-9?replies=2
To reduce confusion, let’s keep all future conversation here.
Regarding the refund, I’m happy to refund your Premium bundle purchase if that’s what we decide on doing. Can I ask what elements of WordPress.com you’re having trouble with? It sounds like you’re trying to create a site map per your other ticket. We have some instructions on how to do that here:
Have you given those a try?
I’d love to hear what elements of getting your site up and running you’re having trouble with so I can help clarify them for you!
Per your question about the domain, you’re correct – domains cannot be transferred within 60 days of purchase. However, you can still use your domain with another hosting service by changing the name servers. We have instructions on how to do that here:
Then, after 60 days, you can transfer your domain if you would like following the instructions here:
If you transfer your domain, you will not receive a refund for your $26 purchase at WordPress.com. This is because that purchase is still in effect. Even if you transfer your domain, you will still own the domain through 9/24/15 per your original purchase. Does that make sense?
Please let me know how you would like to move forward!
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I’m not sure who to respond to. I’ve been told I am going to get the domain refunded and then I never heard back from anyone until I got an email from word press asking me about customer service. Obviously that hasn’t been canceled or refunded yet. I was then told by somebody else to purchase the premium package and I would be able to create landing pages and expand my website with plug-ins and page builders. Again that was inaccurate. I was forced to purchase hosting from another company for $70. One stack didn’t work because I was unable to transfer the domain they had to refund me too. I’d like everything refunded so I can contemplate this decision. I’ve spent the last four days just trying to get somebody on the phone. You were the first person that’s told me you only reply via email. I’d like to be reimbursed for my domain of $26. I’d like to be refunded the PayPal transaction for your premium service. And I would like to be able to speak with somebody before I move forward with your web services. I’ll keep my blogs active with you in the meantime. Your the fifth person I’ve asked this of, and I hope you actually respond. Thank you for reaching out.
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Hi Danielle,
I went ahead and refunded the $79 charge for the Premium bundle. You should see the funds become available on your account within the next several days.
I was then told by somebody else to purchase the premium package and I would be able to create landing pages and expand my website with plug-ins and page builders.
Did you hear this from a WordPress.com staff member? The Premium bundle does not give you access to plugins. Plugins are not available at WordPress.com. I really apologize that you were misinformed!
I’d like everything refunded so I can contemplate this decision.
As I mentioned above, I’ve refunded the Premium bundle. I haven’t refunded the $26 domain purchase yet as it sounds like you still want to use your domain elsewhere with a self-hosted site where you can install plugins and have more control over your site.
I just want to make sure you understand that if I cancel and refund your domain purchase, you will not be able to use your domain for several weeks as it will be in a limbo of sorts as it’s returned to the registrar.
If you’re okay with not having the domain for a few weeks or more, I can refund that charge immediately.
The alternative that I would suggest would be to keep the domain registration. During the first 60 days, we can still use it with another host through changing the name servers, a process that I can help you with.
After the 60 day mark, you can transfer the domain anywhere you want. Your original purchase at WordPress.com, which purchased the rights to the domain through 9/24/15 would still be active, so you wouldn’t lose out on your purchase. When you transfer the domain to another registrar, that expiration date will be carried over as well. Does that make sense?
I only suggest this option because you wouldn’t have any downtime where your domain wasn’t available.
And I would like to be able to speak with somebody before I move forward with your web services.
We don’t offer support over the phone, but, if you have additional questions, I’m happy to answer them all here!
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I feel like there’s too much confusion right now because nobody took care of the actual problem in the first place. I keep going back-and-forth and I’m getting all of these emails and no one is even responding to my concerns. As I’ve stated in eight different emails now since last Thursday I would like the refund for the domain as I have now spent almost a week trying to figure it out with zero answers. I need to MoveOn please and thank you
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I’d like to return the domain as well. Because of the hassle I am unable to focus on the website anymore. I’ll have to revisit purchasing a domain at some point in the future.
Please and thank you. I’ve been trying to get this request satisfied for almost a week now and it’s too time consuming. Jordan
Sent from my iPhone -
Hey Jordan,
I’ve cancelled and refunded your domain purchase. You should see those funds returned to your account within the next several days!
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