Complain About WordPress - learn how to file a complaint

Immediate to 48 hours, but let's be real, each minute feels like an eternity when your site is broken.

• Be on a paid plan: It's annoying, but paid users get priority access to live chat.
• Use the forums strategically: Give your post a clear, urgent title like, "Paid Site Down for 24 Hours."
• Prepare your details: Have your website URL, username, and screenshots ready to go.

If the front-line support (or lack thereof) isn't helping, your first step is to ask for your case to be escalated to a 'Happiness Engineer Lead' within their system. Document this request. If you still get nowhere, it's time to go external. The Better Business Bureau (BBB) is your best bet. Filing a complaint is free and public. Automattic, WordPress.com's parent company, is accredited and generally responds to complaints filed there. BBB works, but prepare to wait. They usually respond after a nudge or two, but it forces them to address the issue on a public record.

Subject: Formal Complaint: Unresolved Issue with Site [[Your Website URL]] - Account [[Your Username/Account ID]]

To Whom It May Concern,

I am writing again to resolve a persistent issue with my account. This is my third attempt to get help, and my patience is wearing thin. My previous support ticket number is [[Ticket #]], which remains unresolved.

On [[Date]], [[describe the specific problem, e.g., I was incorrectly billed for a service I had already cancelled, or a mandatory update caused my site to crash]]. This has not only disrupted my website's operation but has also cost me a significant amount of time trying to fix a problem that originated on your end. Frankly, having to chase this down has been incredibly frustrating.

To resolve this, I require you to [[state your demand clearly, e.g., issue a full refund of $XX.XX to my account and fix the technical issue]]. I also need written confirmation that the problem has been permanently solved.

Please be aware that if this isn't resolved within 72 hours, my next step will be to file a formal complaint with the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Go Public on the Forums: A post titled "My Paid Site Has Been Down for 48 Hours, No Support" gets way more attention than "Help with plugin."
• Use Twitter: A public tweet to @WordPresscom and @Automattic can sometimes get a faster response from their social media team than a support ticket.
• Document Everything: Keep a log of every interaction. Note the date, time, who you spoke to (if possible), and the ticket number. This is crucial if you need to escalate.
• Reference Reddit Wisdom: One user on Reddit mentioned they finally got a refund after they found the CEO's email and sent a polite but firm message. A bit extreme, but it shows persistence pays off.

Tired of navigating the maze of WordPress support forums just to get a simple answer? Or waiting in a live chat queue only to have the agent tell you to read a support article you've already seen? Sound familiar?

It's a common headache. You're trying to run a website, not become an expert in WordPress's confusing support system. Pine AI can handle the tedious back-and-forth for you. We'll draft the messages, follow up persistently, and manage the entire complaint process so you don't have to. No more waiting for a 'Happiness Engineer' to maybe reply. Let us deal with the frustration while you get back to what's important.