Support seems to be getting better since my last review ( support from overseas centres) - I usually get a guy called Andrew as well who is based in America and goes out of his way and doesn't paste r... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Felix, Marco, & Bret were / are awesome and very attentive with their aggressiveness to get things done and move things forward... That is Peace of Mind to a Non-Techie :-) and why I felt comfortable... See more
Company replied
Sanju was AWESOME. He was kind, knowledgeable, thoughtful, quick - and did everything I needed: NDS, SPF, cPanel, WHM, DKIM, IMAP, SMTP - he set up everything for me, then sent me all the credentials... See more
Company replied
I've been with Liquid Web for many years. Their techs are smart, capable and can solve pretty much any problem I send their way with my hosting setup. They went the extra mile (or 100 miles in my case... See more
Company replied
Company details
Written by the company
Liquid Web is a hosting company totally devoted to web and cloud professionals like you. Growing businesses and the Designers, Developers, and Agencies who create for them. It’s our focus. And that focus translates to products, services, and support designed specifically for mission-critical sites, stores and applications. Our nearly 250+ experienced administrators, engineers, and technicians are dedicated and empowered to make your life easier so you can focus on the work you love. For us, it is all about Powering Your Business Potential™.
The Hosting Partner You Can Trust
Written by the company
- Focus on the Work You Love. Leave the Hosting to Liquid Web
- When your business relies on the web, you deserve a hosting partner you can rely on. We believe the more you need technology to fuel your business, the more you need expert, caring people to be there for you. Everyday, 24/7/365, our Liquid Web team is powering your content, commerce, and your potential. Why? So you can focus on your business and reach your goals. You can count on us.
Contact info
2703 Ena Drive, 48917, Lansing, United States
- 800-580-4985
- social@liquidweb.com
- liquidweb.com
4.1
Great
3K reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Dreadful organisation
Dreadful organisation. Horrible to deal with. The dont know how to handle customer issues and complaints and dont / wont publish their complaints procedure
May 21, 2025
Unprompted review
Reply from Liquid Web Inc.
Hi Steve,
We’re very sorry to hear about your experience and appreciate you taking the time to share your concerns. It’s clear we let you down, and for that, we sincerely apologize.
We understand how important it is to feel heard and supported, especially when issues arise. While we always aim to resolve concerns quickly and fairly, it’s clear we’ve fallen short in your case, and we take that seriously. We do have an internal process for reviewing and addressing complaints, and we’re currently working to make this more transparent and accessible to all our customers.
We’d value the opportunity to look into your specific situation and make things right. If you're open to it, please reach out to us directly with any relevant details, and we’ll ensure your concerns are reviewed by a senior member of our team.
Thank you again for your feedback. It truly helps us do better.
Sincerely,
The Liquid Web Team
Good support
May 21, 2025
Reply from Liquid Web Inc.
Thank you for the positive note! We appreciate you taking the time to leave a review and are happy to hear our support team met your expectations.
Sincerely,
The Liquid Web Team
The support for complex issues is BAD
The support for complex issues is terrible. Simple issues, fine. I get a new agent assigned to my case every time, and every time they seem to miss something when reviewing the case and tell me the issue is something it is not. Even when providing a detailed video and spreadsheet of the issue details and testing I have done, it is ignored and case goes nowhere. Liquid Web, if you are reading this, please thoroughly review case 27986340
May 21, 2025
Unprompted review
Reply from Liquid Web Inc.
Hi James,
Thank you for sharing your feedback, and for the time and effort you put into documenting the issue. We're truly sorry for the frustration you experienced, especially when dealing with a complex case that required deeper attention.
We understand how important it is to feel heard, especially when you’ve taken the extra steps to provide detailed materials. Your experience has been shared with our support leadership as part of our ongoing efforts to improve continuity and communication, especially for more technical issues.
Since seeing your review, we’ve followed up on your ticket to ensure your concerns were fully reviewed. We hope the resolution you received helped move things in the right direction.
If there's anything further we can do to assist, please don’t hesitate to reach out. We appreciate your patience and the opportunity to support you better moving forward.
Sincerely,
The Liquid Web Team
Heroic support died a long time ago
Their heroic support died a long time ago. Now, if you need any support, even paying managed hosting, the only thing you get is one or two hours being transferred to one person to another.
The only good point is that now I know maybe a hundred of Indian names.
Avoid this company at all costs. "The old and good liquidweb" doens't exist anymore.
May 19, 2025
Unprompted review
Reply from Liquid Web Inc.
Hi Marco,
Thank you for sharing your feedback. We’re very sorry to hear that your recent experience has fallen short of the support standard that once earned your trust. We understand how disappointing it must feel when a service you relied on no longer meets your expectations, especially when it involves critical hosting support.
While we’ve made changes in our support structure over time to serve a growing and global customer base, we remain deeply committed to providing expert, attentive assistance 24/7. That said, your experience of feeling unheard is not acceptable, and we’d like to sincerely apologize for the frustration it’s caused.
We’ve passed along your comments to our leadership team, and we would appreciate the chance to review your situation in more detail. If you’re open to it, please reach out to us with any account details so we can take a closer look and work to make this right.
Thank you again for your candid feedback. It helps guide us toward better service.
Sincerely,
The Liquid Web Team
HORRIBLE TECH SUPPORT You wait and wait and wait and wait...
HORRIBLE TECH SUPPORT! Most of the time you start a chat with tech support, all you see is this message "Thank you for contacting Liquid Web! Connecting you now…" and nobody ever enters the chat, so you just keep on waiting for nothing. In fact, my website isn't even loading now and I have been waiting for a tech support person to enter the chat for the past 10 minutes and nobody STILL hasn't shown up! They claim "24/7 tech support". FALSE! You're better off going with a web host that offers actual 24/7 tech support with phone support so you can actually speak to a LIVE person!
May 19, 2025
Unprompted review
Reply from Liquid Web Inc.
Hi Bob,
We’re very sorry to hear about your recent experience and the frustration you encountered while trying to reach our support team, especially when your website was down. That’s a critical time, and we sincerely regret that you didn’t receive the timely assistance you needed and expected.
We understand how important it is to get prompt, live help when issues arise, and while we do provide 24/7 support, it’s clear that we did not meet that promise in your case. We take that seriously. Your comments have been shared with our support leadership team so we can investigate what went wrong and prevent this from happening again.
If you’re willing, please reach out to us with your account or ticket details so we can work to make this right.
Thank you again for your feedback. We know how critical reliability and responsiveness are, and we’re committed to earning back your trust.
Sincerely,
The Liquid Web Team
Run..
Run... run far away. I think at one point they used to be great, however ever since their acquisition by Liquid Web it has been a long and slow degradation in service levels. First it was their support and communication which got increasingly poor, however more recently it is their infrastructure and general hosting competence that has become worse and worse.
In my professional capacity, as someone who's been in the software game for 20+ years, I'd look elsewhere for a hosting partner.
There are lots of choices out there. Choose wisely and don't use Nexcess.
May 19, 2025
Unprompted review
Reply from Liquid Web Inc.
Hi Oliver,
We’re truly sorry to hear about your recent experience and appreciate your candid feedback. It’s never our intention to let our customers down, and we regret that we fell short of your expectations.
We’d like to learn more and see what we can do. Please reach out to our team with your account information so we can look into making things right.
Sincerely,
The Liquid Web Team
Super bad suport and service
Super bad suport and service, the srver is 5 hour offline and no one there know how to solve the issue, some one put extra dot some where and the all thing crashed, for suport you will be connected to somewhere in india and if you have luck they can find some one who can hear your problem.. don’t pay for service which make you cry… we have moved to Hypernode.. don’t stick with this club..
May 19, 2025
Unprompted review
Reply from Liquid Web Inc.
We sincerely apologize for the downtime and frustration you experienced. That’s not the level of service we aim to provide. We’d like to review what happened in detail and work to restore your confidence in our team. Please reach out to us directly with your account information so we can investigate further.
We appreciate your feedback and the opportunity to improve.
Sincerely,
The Liquid Web Team
Thanks for your support.
May 16, 2025
Reply from Liquid Web Inc.
You’re very welcome! We’re always happy to help. Thank you for choosing us and for taking the time to share your feedback.
Sincerely,
The Liquid Web Team
Disappointed After a Decade of Loyalty
Disappointed After a Decade of Loyalty
I’ve been genuinely surprised—unfortunately, not in a good way—by my experience with Nexcess. As a long-time customer of Liquid Web (their parent company) for over 10 years, I expected a good, helpful provider when I migrated many of my websites to Nexcess. Instead, the experience has been very frustrating and time consuming.
Their support team often feels unhelpful—they seem to lack knowledge and are often unable to provide proper resolution to problems. The marketing claims that Nexcess makes website management easy have not matched my reality. I regularly find myself having to log in and check sites because updates—like plugins—haven’t been applied as promised. It’s extra work I didn’t sign up for.
More recently, the billing issues have been a real concern. I downgraded my plan and moved many sites away, yet I continue to be charged for the larger plan—two months in a row. Last month, they refused to reimburse me, and so far this month, they’re again refusing to correct the billing.
After years of trust and investment, this has been a disappointing and time-consuming experience.
May 14, 2025
Unprompted review
Reply from Liquid Web Inc.
We’re very sorry to hear about your recent experience after so many years as a loyal customer. We truly value the trust you’ve placed in us.
Your feedback about support and billing has been shared with our leadership team so we can address these issues internally. Please reach out to us directly with your ticket details so we can review your account and make this right.
Thank you for taking the time to share your honest experience, it helps us get better.
Sincerely,
The Liquid Web Team
Top Notch Support
This review is a shout out to Norman D. at Liquid Web. He gave us the best technical support I've ever seen from a web hosting company! Norman is extremely knowledgeable and was dedicated to solving a complex issue for us. People like him really make a big difference when it comes to customer success.
May 11, 2025
Reply from Liquid Web Inc.
What a fantastic review, thank you! We’re so happy to hear that Norman provided such exceptional support. His dedication to customer success truly embodies our commitment to going above and beyond for our clients.
Sincerely,
The Liquid Web Team
Liquid Web is doing a great job of hosting my websites
Liquid Web is doing a great job of hosting the websites of my business. I have received technical support from their staff many times and find them to be competent, polite, prompt and helpful.
May 7, 2025
Reply from Liquid Web Inc.
Thank you for taking the time to share your experience! We’re so glad to hear that our hosting and support teams have consistently met your expectations. Competent, polite, and prompt service is exactly what we aim to deliver, and it’s great to know we’re succeeding.
We truly appreciate your continued trust in Liquid Web. It’s our privilege to power your business websites.
Sincerely,
The Liquid Web Team
Eric was like the BEST support person…
Eric was like the BEST support person ever. He walked me through every single step — and there were a lot of them!! — to get my new email set up. With patience and clarity. Made the whole process about 10 times easier than I expected.
May 7, 2025
Reply from Liquid Web Inc.
We’re thrilled to hear that Eric provided such a positive experience! Walking you through every step with patience and clarity is exactly what we strive for, especially when setting up something as important as email.
Thank you for choosing Liquid Web!
Sincerely,
The Liquid Web Team
Waiting for over 30 hours for setup. No support.
I've been waiting for my cloud VPS to be deployed for over 30 hours. No support, no help, no nothing, they just tell me to keep waiting as this can take up to 24 hours (it's been much more than that).
May 3, 2025
Unprompted review
Reply from Liquid Web Inc.
Hi Mike,
We’re very sorry to hear about the delay you experienced with your cloud VPS setup, and for the lack of timely support during such a critical part of your onboarding. That’s not the experience we want any customer to have, and we sincerely apologize.
While some deployments can take longer depending on configurations, waiting over 30 hours without meaningful updates or assistance is not acceptable. We’ve shared your feedback with our provisioning and support leadership teams for immediate review to understand what caused the delay and how we can prevent similar situations moving forward.
If you haven’t already, please reach out to us with your account or ticket information. We’d like to take a closer look and see how we can make this right.
Thank you again for your feedback. It helps us improve and better serve our customers.
Sincerely,
The Liquid Web Team
The customer support at Nexcess is very GOOD
The customer support at Nexcess is very good. I have multiple websites hosted with Nexcess and have had many interactions with support team members. While sometimes the response time is long due to logging responses through email-like messaging rather than live chat, the turn-around time is still fairly quick and each encounter resulted in a positive fix. Your support team offers helpful advice and offers fixes to unforseen problems.
April 30, 2025
Reply from Liquid Web Inc.
Thank you for your thoughtful feedback! We’re glad to hear that our Nexcess team has consistently provided helpful, knowledgeable support and quick resolutions. We also appreciate your note about response methods. We’re continually working to enhance both speed and convenience across chat and ticket systems.
Your continued partnership means a lot, and we’re happy to have earned your trust across your multiple sites.
Nexcess is amazing.
Nexcess is amazing hosting. Reasonable pricing, of course - but it's the support that is truly outstanding. A real person answers support chat within a minute, never a wait - and they are always helpful. If it's something a little more complex, they'll open a ticket for you and it's almost always solved within an hour or two. I just keep telling everyone I know in the web world to give them a try - you won't regret it.
Other things I should mention - always proactive with maintaining their servers, US-based servers are great, downtime is minimal and they are quick to respond to issues. But, it's the support staff that really shines.
April 30, 2025
Reply from Liquid Web Inc.
Hi Mary,
We love hearing this. Thank you! It’s wonderful to know you’re experiencing the fast, personal support and reliability that our team works hard to deliver every day. From proactive maintenance to minimal downtime, we’re thrilled that these efforts are making a difference for you.
Your recommendation means the world to us. Thank you for being such a loyal advocate!
Reply from Liquid Web Inc.
Hi David,
Thank you for the kind words! We’re so glad Matt was able to help and that his professionalism stood out. We value your business and are always here when you need us!
Sincerely,
The Liquid Web Team
Thanks for the help
I wanted to express my sincere appreciation for the outstanding service your team at Liquid Web provided recently. As a business owner, I rely heavily on my IT infrastructure, but I'm not always well-versed in the server-side details.
When my IT specialist was unavailable, Liquid Web stepped in and efficiently restored my systems. It's incredibly reassuring to know that I can count on you to have my back when critical issues arise.
Thank you again for your expertise and support!
April 22, 2025
Reply from Liquid Web Inc.
Thank you so much for sharing your experience! We understand how critical uptime and reliable support are for your business, and we’re happy our team could step in and restore your systems quickly when it mattered most.
We’re proud to be a partner you can count on. Thank you for trusting Liquid Web with your infrastructure.
Sincerely,
The Liquid Web Team
The service department is taking longer…
The service department is taking longer and longer. I am fixing to start shopping. It use to be great.
April 16, 2025
Reply from Liquid Web Inc.
Hi Anthony,
Thank you for your feedback and for being part of the Liquid Web community. We’re sorry to hear that you’ve noticed a decline in our service response times. That’s not the experience we want you to have, and we understand how frustrating it can be when things don’t move as quickly as they should.
We’re actively working to improve response times and reduce friction across our support channels, because we know how important speed and consistency are, especially for longtime customers like yourself who have come to expect more from us.
If there’s anything unresolved or if you'd like us to take a closer look at a current issue, please feel free to reach out to us with your account details so we can investigate. We'd appreciate the chance to make things right and regain your trust.
Sincerely,
The Liquid Web Team
I had high hopes for Liquid Web based…
I had high hopes for Liquid Web based on their reputation, but my experience has been nothing short of frustrating. Their support, which they claim is "heroic," has been completely dismal. Long wait times, canned responses, and zero urgency when real issues arise. When I needed help the most, I was either ignored or passed between agents who clearly weren’t reading the previous messages.
It feels like support has been outsourced or downgraded significantly — there's no consistency, no follow-through, and definitely no accountability. For the premium prices they charge, the support should be top-tier. Instead, it feels like a bait and switch.
Would not recommend, especially if you rely on fast, competent help when something goes wrong.
April 17, 2025
Unprompted review
Reply from Liquid Web Inc.
Hi Perry,
Thank you for sharing your experience. We're genuinely sorry to hear how disappointed you’ve been. Your feedback is important to us, and it’s clear from your message that we fell far short of our promises to deliver fast, effective support when it mattered most.
We take your concerns seriously, especially around the issues of long wait times, inconsistent communication, and the feeling of being passed around without resolution. These are not the standards we strive for, and we understand how frustrating it must be to face those challenges while paying for premium service.
We’re currently reviewing your experience to better understand where the breakdowns occurred and how we can address them. If you're open to it, we’d greatly appreciate the opportunity to work with you directly to make things right.
Please reach out to us with your account details or ticket numbers so we can escalate this appropriately and follow up with the care you deserve.
We know that trust is earned, and we’re committed to doing the work to earn yours back.
Sincerely,
The Liquid Web Team
It does not get better.
I have been a customer to Liquid Web for 8 years. I have needed assistance many times. Never once have I been disappointed. When every ticket is resolved I audibly say "This is the best service I have ever experienced." And I mean it every time. Thanks LW Team.
April 15, 2025
Reply from Liquid Web Inc.
Hi Spencer,
Eight years of partnership, thank you! We’re honored to have earned your trust time and again. Hearing that our service remains “the best you’ve ever experienced” after all these years truly means a lot to our entire team.
We’ll continue working hard to deliver the same dependable support you’ve come to expect.
Sincerely,
The Liquid Web Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.