The Free Website Guys: most-reported complaints
Automated analysis of 312 public Trustpilot reviews published 2026-02-18 to 2026-09-17. TrustScore 4.7 from 4,215 total reviews — see the Trustpilot page. Quick answer: is The Free Website Guys legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unreachable, accounting for 38% of the 50 complaints identified. Misleading pricing and unhelpful support are also frequent concerns, each cited in 30% of the complaints. Additionally, 18% of reviewers stated that the service was not as described. The number of reports regarding unreachable support and misleading pricing is rising, while complaints about unhelpful support and services not matching descriptions are falling.
How to reach The Free Website Guys
These are the contact details The Free Website Guys publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone (302) 219-0702, email [email protected], address 8 The Green, Ste A, Dover, 19901, US.
The company claimed its Trustpilot profile on 2020-03-04 and last replied to a negative review on 2026-09-10. Trustpilot ranks it 5 of 26 in Website Designer. We last checked this profile on 2026-09-24 and found 10 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.8 → 4.7 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (66%, 31.9d) · 2026-08-24 (66%, 31.2d) · 2026-08-27 (65%, 31.2d) · 2026-08-30 (66%, 30.5d) · 2026-09-02 (60%, 34.9d) · 2026-09-08 (60%, 32.4d) · 2026-09-11 (67%, 29.8d) · 2026-09-14 (66%, 30.3d) · 2026-09-17 (65%, 30.9d) · 2026-09-21 (64%, 30.9d) · 2026-09-24 (64%, 30.9d).
Severity: 40% of this company’s 50 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In January 2026, 75% of 12 one-to-three-star reviews were 1★; in September 2026, 92% of 12.
Counted from January 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 2.6 days between the experience and publishing their negative review (144 reviews record both dates).
What their policy promises
complaint process: 30 days
“We will respond within 30 days.”
complaint process: 30 days
“We will respond within 30 days.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-16.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 117 negative reviews that received a public reply, the median wait was 11 days — the company profile reports an average of 31 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 117 company replies to negative reviews analysed, 39% engaged with the specific problem and 3% were generic templates.
68% of its 269 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 38% of this company’s complaints vs a 19% median across 80 ranked companies in its sector.
Review velocity: 1,454 of this company’s 4,215 Trustpilot reviews (34%) were written in the last 12 months.
What are the most common complaints about The Free Website Guys?
Support unreachable
19 reports · 38% of complaintsrising since 2026-08“NO REULTS AT ALL, as of today, 3/5/26”
4 readers marked this review helpful on Trustpilot.
“I received no support and have been asked to book a domain with Ionos.”
3 readers marked this review helpful on Trustpilot.
“First they promise it is FREE, it is NOT free”
2 readers marked this review helpful on Trustpilot.
Support unhelpful
15 reports · 30% of complaintsfalling“you will PAY for hosting, and then get cornered into PAYING for their "premium" websites, and in the end, you will get NOTHING of value”
3 readers marked this review helpful on Trustpilot.
“It’s NOT FREE like they say!”
The company replied on 2026-03-12: “Hi Melissa, Really sorry you had this experience. It looks like you purchased a random theme from the internet that we can't work with. We have free themes or paid theme options we recommend, but we…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“at this point I have been waiting 6 weeks for a reply to get a update on the website”
3 readers marked this review helpful on Trustpilot.
Misleading pricing
15 reports · 30% of complaintsrising since 2026-08“a completed website was never delivered”
4 readers marked this review helpful on Trustpilot.
“you will PAY for hosting, and then get cornered into PAYING for their "premium" websites, and in the end, you will get NOTHING of value”
3 readers marked this review helpful on Trustpilot.
“It’s NOT FREE like they say!”
The company replied on 2026-03-12: “Hi Melissa, Really sorry you had this experience. It looks like you purchased a random theme from the internet that we can't work with. We have free themes or paid theme options we recommend, but we…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
Not as described
9 reports · 18% of complaintsfalling“NO REULTS AT ALL, as of today, 3/5/26”
4 readers marked this review helpful on Trustpilot.
“the company would not provide refunds to people threatening legal action, despite the refund having already been offered in writing”
The company replied on 2026-09-09: “Dear Lesley Hawkins, Sorry about the issue with the website not turning out as expected. That's on us. To be clear, though, we decided to stop working with you when you became abusive and threatening…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Free website is a gimmick because they charged for “premium” services”
The company replied on 2026-03-12: “Hi Tommy, I'm super sorry you had this experience but we don't know who you are! We asked for your name or email via TrustPilot, but you declined to provide it. So we're not quite sure what might…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Overcharging
6 reports · 12% of complaintsfalling“they took $85 off me with no warning.”
The company replied on 2026-05-07: “Hi Chris, I think there's a misunderstanding there. That wasn't a hosting fee. We're not a hosting company. You paid for an optional paid service we offer, which is our Pro+ Plan, which we've been…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Ionos, who overcharged me and whose technology was really bad”
The company replied on 2026-05-07: “Hi Peter, So to have a website on the internet, you need to get set up with your own web hosting. IONOS is $1/month, which is a pretty amazing deal. They're a popular web host, one of the bigger…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Free website is a gimmick because they charged for “premium” services”
The company replied on 2026-03-12: “Hi Tommy, I'm super sorry you had this experience but we don't know who you are! We asked for your name or email via TrustPilot, but you declined to provide it. So we're not quite sure what might…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Refund refused
4 reports · 8% of complaintsrising since 2026-08“the company would not provide refunds to people threatening legal action, despite the refund having already been offered in writing”
The company replied on 2026-09-09: “Dear Lesley Hawkins, Sorry about the issue with the website not turning out as expected. That's on us. To be clear, though, we decided to stop working with you when you became abusive and threatening…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Despite this, my account was charged.”
The company replied on 2026-06-19: “Hi Ghoussadin, So you opted for a paid website rather than a free website. In doing so, you signed up for a 10-day free trial to get a paid custom website. We designed that website for you, 10 days…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“refuse to take responsibility for automatically charging my card without any prior notice”
Compare The Free Website Guys with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-17.