ComplaintsforEcwid

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ECWID HAS SCAMMED ME OUT OF MY ***** & ***** BY FAILURE OF NON REFUNDING & CLOSING MY ACCOUNT DUE TO FAST SCALING & THEIR REASONING IS HIGH RISK , HOW THE HECK IS MY BUSINESS A RISK , IT'S SO BULLCRAP I EITHER WANT MY MONEY OR TO HAVE THIS FIXEE

  Business response

  08/21/2024

  Hello *******,

  I'm very sorry that you had such upsetting experience with Ecwid.

  I have checked your correspondence with our support team and all the internal communications with the Payment team. 

  As I can see from our correspondence, you asked us to refund both payments to the buyers so that you could agree with them on the alternative ways to pay you for the orders. We have refunded both payments to the buyers on July 22 as you asked. If the buyers don't see these refunds on their accounts, they should contact their banks. The refund processing takes up to 90 days in some cases.

  I hope this helps.

  Best regards.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  hi,Paid yearly subscritption, added products and almost after a few months, website was not shown in ****** search. Then I researched and reached out to the company, they said we have to do some coding changes, I spent time in doing that and also shared access to my ****** analytics account as ********************** asked for. 3 months later, nothing , no improvement. Again, reached out and another 1 month wasted. Now, when I reach out to them to turn off auto renewal / refund pro rate, for both they don't have an option. They are not allowing us to delete our card on their file, or turn off auto renewal. They are asking to wait for sometime as they have to internally do this. Is this not against law in *** business to not allow customer to delete their card / turn off auto renewal and that too for a paid subscriber like me?1) Ideally, a site will get indexed properly without any gimmicks like this. I myself have built various site and can show as proof that how sites are indexed in ******. 2) a product created on the site should have proper url, they cannot compromise on this. To get a clean url, we had to do some coding as well. Even after this ****** doesn't like the pages. ECWID keeps saying ****** takes time, ****** will decide etc. If the url is clean and content is genuine, no other excuses.They have chat conversations on their end, you can see how frustrating it is to work with them. what is the purpose of the paid subscription if service not fully working /benefitiing.

  Business response

  08/21/2024

  Hello,
  
  Im sorry that your experience with Ecwid was unsatisfactory.
  
  I have checked your store and your communication history with the team. 
  
  As for the issue with SEO let me quote the response you got about your site indexation:
  
  Our SEO experts looked into your website and the ****** search console and said that it's set up correctly. ****** knows about your website pages, but is not indexing them for its own reasons.
  
  We have also checked the indexation of your website in Bing. There are now about 20 pages indexed.
  
  It means that your website pages are available for the search engines indexation.
  
  Still, our SEO expert recommends implementing custom static copies of pages with the unique canonical URLs to your custom website as described in this guide: ********************************************************************************** will show to ****** that each of your product and category pages is valuable, and help it define the correct canonical URLs more effectively.
  
  Otherwise, you can use the Ecwid Instant site at store71697044.company.site where your Ecwid store is already embedded and the canonical URLs are specified. You can learn more about how to set up the Instant site here:
  
  - Setting up your Instant Site: General steps (********************************************************************************************************************)
  - What Ecwid does for Instant site SEO (******************************************************************************************************************)
  
  As for your subscription, we have stopped the auto renewal upon your request on Aug 9th. Your store is active, the paid subscription will stop Oct 24, 2024. As for the refund request, I'm sorry but according to our ToS we do not provide refunds for our products and services.

  Thank you,

  Best regards

  Customer response

  08/21/2024

  Hi,

   

  This is the usual response. at first place, they did not provide the clarity on that url structure until I researched and reached out . This is their known issue so considering that they should have given that as a solution from the beginning . Now, with the plan I paid for, there needs to be a way to enable the canonical tag enabled automatically (or with a few lines of code). There is no documentation on that for anyone who has html based site (means no cms). Whole purpose of Ecwid is that it can b integrated on any type of websites(cms/no cms). If they can't refund , they should add 4 to 5 months additional to this plan as time got wasted as this conversation goes back to early 2024 . This resolution is needed. Add additional 4 to 5 months when it is ending and also still turn off auto renewal.
  In this subscription world, at first place, turn off / on should be on user control and not the business controlling, this is not at all fair.

  Business response

  08/22/2024

  Hello,

  Thanks for getting back to me.

  We have sent you an email about the subscription prolongation, please check your inbox. I also see that you're in touch with our support team about SEO. I hope we can help  you get any issues resolved.

  Thanks,

  Best regards.

  Customer response

  08/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  When I log into the account, I see the plan is extended for another 5 months, will consider this complaint resolved.
  In regards to their other note, I went with a solution to their support so its more of again my efforts than theirs. I am highlighting this because this was the whole reason time got wasted as they never provided direct solution to questions .
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company is over billing. The month fee was $19.00 and now they are billing $25.00 without any notice to me.

  Business response

  05/15/2024

  Hello,
   
  I've checked that you've been discussing the recent price increase for our paid plans with a number of our support reps. **************** understand that pricing adjustments may raise concerns, and your feedback is extremely important to us. Our primary objective is to guarantee the prosperity of our merchants. Adjusting prices allows us to maintain our commitment to delivering top-tier support to merchants and advancing our technology, thereby facilitating the sustained growth and smooth operation of their businesses.
   
  I can see in your email and chat history with us that our support reps have had checked our database and I found our that the letter about an upcoming price increase had been sent to you at ************************* with the "Upcoming rate change to your Ecwid subscription", the email marked as Read. Perhaps, you accidentally opened this email so it has the Read status, yet you didn't actually read it. Please, check your inbox and try to find the email under this topic. 
   
  The price was increased on April 17th for all of our paid plans. So, from that date, the Venture plan costs $25. According to our Terms of Service: **************************************************************** Ecwid subscriptions are non-refundable, so we do not issue refunds for our paid plans nor we can issue a refund for the $6 difference, sorry. 
   
  Still, as a gesture of apology for the situation, we have extended your Venture subscription for store ID ******** for one month for Free. So your plan is active till July 4th. 

  If you have any questions, please let me know.

   

• Initial Complaint

  11/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ecwid closed my storefront in turn causing me to lose contact with a few custom for refunds. They also allowed someone to make over ********************************************************************************************** I sent over ****** books and 11 people needed a refund but because some sick people grouped together and lied to Ecwid stating Im a scam ** I dont make videos of myself on social media because I enjoy my privacy this ridiculous company closed my store and made my business look bad. I will be for certain to consistently GIVE HORRIBLE REVIEWS for Ecwid. Worse company in the world to do ANY BUSINESS WITH!

  Business response

  11/14/2023

  Hello,

  We have found our correspondence with you, the last time we talked was last year. The store ID in question is 31662186.

  We have reached out to you from our support email address with the further instructions. Let me quote it here, to make sure we're on the same page:

  >>As I understand, you want to receive the list of your clients so you can refund their payments. As payments for orders in your Ecwid store were processed by third-party payment providers (in your case CashApp and Stripe), refunds for them should be done on the their side.
   
  Thus, the payments for your orders should be reflected in your merchant accounts with the above-mentioned payment providers. You can locate the needed transactions and refund them right from your payment providers accounts.
   
  Just in case, below are the articles on processing refunds in Stripe and CashApp:
   
  Refund and cancel payment in Stripe *******************************
  Refund the payment in CashApp *********************************************************;
  Should you need some additional information regarding your stores orders you can find it in the Order Confirmation email notifications that were automatically sent to your admin email address *********************************** each time a new order was placed. Please check your inbox for those emails.

   

  If you have any questions, feel free to followup. We're happy to help.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received payments for items I sold on June 11th, 2023 for $27.48, and June 2nd, 2023 for $22.63.I've been back and forth with support about getting my money.On June 14th, 2023, Ecwid told me I needed additional information to recieve me payout.I gave them everything I could provide.On July 7th, 2023 a under writing team said, "The first payout was scheduled to go out July 6th, 2023, so you can expect the money within 2 business days.I contacted support on July 12th, 2023 still not recieving the money I'm owed On July 14th, 2023 ******* K. with Ecwid **** center told me he would get ahold of lightspeed payments as its not expected behavior then also told me that the same issues I'm having, another user has the same issue.And I've heard nothing back.Im so unhappy with this site, I changed sites for my business and all Im waiting on is my money so I can deactivate this account.

  Business response

  07/20/2023

  Hi ********!

  I'm so sorry that you're facing this.

  I have reviewed the support tickets you have with us. There's likely a bug with the payouts on Stripe side. We're waiting for their response on this matter.

  We have refunded the last payment you made for your Business plan subscription, before you downgraded to the free plan. And we'll keep pushing Stripe to get this fixed ASAP. We will email you once they fix the issue. We'll do anything we can to get this payouts to reach you.

  I apologize for this whole experience.

  Thank you,

  ****

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rip off website for sellers. I sold an item for $167.00 (first sale) and could not get my money. I was told I needed to upload bank info. So I gathered my info, went into the site and the finance section had been disabled by ***** (all of the finance section was redacted). Then days later I was illegally charged $14.35 and $****** and $19.00 for an upgrade I didn't ask for. They told me they would refund me the overpayments if I cancel Paypal claim. So I did. They refunded me the $14.00 but kept my sale money of $167.00 and the $****** I have lost not only my time and supplies but $352.00 I asked them to FIX the sections so I can retrieve my money but they won't . 30 emails later and I get NOTHING BUT A LOSS. I had to call Paypal they directed me to a specialist who is working with my bank to resolve ****** + These people are the worst to deal with. I see they respond to these better business complaints, but not to someone who got ripped off. So unless I see my money returned and I mean all of it. I will go to small claims court after my bank gets my money back.Check out this reply from ***** ........................................................ In this case, we can do the following: we refund you both $166.35 and $14.35, and switch you back to the monthly Venture plan with prolongation till 2023.06.11 as this transaction (May 11, 2023 $19.00) meant to do that. Yet, in this case, we also ask you to close the dispute on PayPal. We ask you to close the dispute in both cases as this option requires manual action from our side we'll need to dispute back and downgrade your store account to the Free plan before the certain date. We'd like to avoid this so suggest you options above. Please let us know what option suits you most and if you close the dispute on PayPal. Thank you! Looking forward to hearing from you. Best wishes,****** ************* Team ********************** by Lightspeed

  Business response

  06/05/2023

  Hello,

  The customer has opened a chargeback dispute for this transaction. We're willing to refund the amount paid, in order for us to do this we need the customer to cancel the dispute this way the amount will be released by the payment gateway and we'll be able to make a refund.

  The customer says that they closed the case with PayPal but the status we see on our side is as follows:

  >>This transaction was disputed by the cardholder. The refund amount will be in addition to any funds deducted from your account as a result of the dispute.

  This means that the funds haven't been released by PayPal or the chargeback hasn't been cancelled yet.

  We have an open ticket with the customer. We're checking the chargeback status daily.  

  Thanks

• Initial Complaint

  10/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They will say they block a store due to scamming and fraudulent activity and put it right back up for the scam to continue. Chef taling is a scammer and shes using their platform to scam. I dont know how they cant use their brains and see none of the orders where fulfilled or even have a tracking number! Ecwid is fraudulent themselves for allowing this to continue. If you have this many people emailing you and not receiving their cookbooks dont you think shes a scammer? They have been show proof and still allow this, I dont get it. I hope more people write bbb reviews on Ecwid themselves. They swear by they dont tolerate fraud but are steadily allowing it. They acknowledged shes never fulfilled the orders. This is beyond me!!!!

  Business response

  10/28/2022

  Hello there,

  Can you please provide the email address that we can use to locate your complaint that you sent to *********************************** We take all customers' complaints very seriously, and I'm sure that we're already discussing this matter via our support channels. If you have more questions and concerns, please send us an email to ********************************** or provide your contact details here, so that we could reach out to you.

  Thank you

• Initial Complaint

  09/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ive contacted Ecwid before regarding this issue and it was not resolved. My website programming needs to collect sales tax for all buyers in or out of the state of Md. I pay taxes on all income. It is my discretion of how I pay my taxes not Ecwid. I am charged taxes from various merchants I order from outside of the state so this is totally wrong.

  Business response

  09/26/2022

  Hi *******,

  This is **** from Ecwid ************* team. Thanks for bringing this issue to my attention.

  I've checked your support history and I'm not finding any correspondence regarding sales tax linked to the email address you provided here  ********************. Was there some other email address that you've might have used to email us? I want to find your request and check it's status.

  Also I suggest that we switch to our support channels that would be faster and more effective. We will reach out to you regarding this issue.

  Thank you,

  ****

• Initial Complaint

  09/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ecwid continues to enable scammers! There is a fake chef on ******** as Chef ****** who has been scamming people of a cookbook, making bogus gofund mes, stealing other chefs work, and just scamming all over! Her website is through Ecwid. A lot of customers that have not received anything from MONTHS to YEARS are reaching out to Ecwid because they are fed up! Their only solution is to tell others to file a charge back instead of permanently deleting this fraudulent store to prevent anyone else from being scammed. Some people cannot file a charge back with their bank due to the time that has passed since ordering so they are just out of their money & scammed. Chef ****** doesnt ship the books out. She just marks them as shipped and to Ecwid it appears fulfilled because shes marking them as shipped mind you WITHOUT A TRACKING NUMBER and they continue to enable her. How can you believe her or consider the order fulfilled when theres no tracking number on anyones order? Why isnt it being investigated? She tells Ecwid what they want to hear and they take her word for it. Thats another bad one on Ecwids behalf for not making it mandatory (like most e-commerce platforms) that a valid tracking must be entered. She isnt shipping anything just marking it as shipped. This is easily allowing for her scam to continue even more than it already has for years. Im sorry but if I am a company and I am receiving emails from multiple different people about the same said individual and about how they are scamming there is no way I wouldnt delete their store when being showed an ample amount of proof. Ecwid has been sent tons of screenshots from a lot of us PROVING this lady is a fraudulent and using their platform to do so and they still continue to enable her. Starting to think Ecwid isnt as legit as people say. They offer little to no customer support really. Sorry but a person should not have to pay for live chat and phone support! Just bogus if you ask me!

• Initial Complaint

  04/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 20 2022 I purchased 2 pair of shoes using an online store via ecwid.com, March 24th I was notified via the site that the items had shipped off (2-3 day priority **** shipping method) the tracking number was sent. March 28th I checked the tracking number because items had not been delivered and the tracking number stated label created not yet in system which was weird because why would the site and the store owner state the items had been shipped. I waited a few more days to see if there would be any update and of course there wasnt. April 4th 2022 I began reaching out to the store owner via social media and via email. To my surprise I had been completely blocked from the business pages but she responded via email stating that she was going to check the order and she wasnt sure what happens. Of course no response. At this point I began to file a complaint with the site because they state no fraud tolerated . Well here we are April 6th and I have been going back and forth with a representative named Rarity to handle the issue I have provided all kinds of proof that this person scammed me out of ***** the proof includes bank statements, transactions, card numbers from which I paid etc. This person went as far as to create a fake page under my exact name to make it seem like she had refunded me via cash app and that she was in constant communication with me. ALL A LIE!!!Also she stated she reshipped my order, very weird because if she had reshipped it, she never sent a new tracking number. Now I am filing a complaint against the company because after days of going back and forth with this representative I am exhausted from constantly trying to prove my case. I know that they have 0 to do with the actual funds or refunds. I am doing all of this to help others beware of this actual store but the site ecwid is no help. At all. Its almost as if they are supporting this kind of activity.

  Business response

  04/07/2022

  Hello,

  We are very sorry for this experience. We have blocked the fraudulent store.

  Thanks,

  Liza

  Customer response

  04/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩