Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** sold its domain registration service to Squarespace. My credit card number has changed since then and, despite an hour or more trying to figure out how to change it, I can't and I'm a tech savvy lawyer. Squarespace customer service is non-existence. No phone number, no agents for chat, and their email response must be canned because it is not in any way responsive. It's a small fee - but it's a business email registration that all my clients utilize.

  Business Response

  Date: 10/09/2024

  Hello,
  
  Squarespace, Inc. (“Squarespace”) writes in response to your notification dated October 3rd, 2024 regarding a complaint submitted to the Better Business Bureau by Sid Smolen. In the notification, the complainant notes that they are unsatisfied with service.
  Please be advised that our records indicate the customer was in touch with our support team at the time of their complaint. We shared instructions on how to access their account as well as a video showing them the necessary steps. 
  We have followed up directly with this individual today, October 9th, to ensure that they do not have any additional questions. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  
  Once this customer takes the necessary action of accessing their account, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  **** *. 
  Customer Support Lead
  Squarespace, Inc.
  
  
  

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because
  it is mechanical, non-responsive, and simply a continuation of their non-service.  I ultimately resolved the problem on my own, but the public should know that they can not expect any meaningful support from this business.
  
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  Sincerely,
  
  *** ******
  

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I renewed my domain subscription with Squarespace on July 5, 2024. After Squarespace acquired ****** Workspace-hosted domains, they created a new Squarespace account associated with my ****** Workspace email, without my authorization, proper communication, or notice. I began communicating with Squarespace support on July 8, 2024, but despite numerous attempts, the issue has not been resolved. Squarespace appears to have transferred ownership of my domain to another entity without my consent, leaving me unable to transfer, acquire, or regain access to the domain that I had renewed.

  Business Response

  Date: 10/17/2024

  Hello,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated October 4, 2024 regarding a complaint submitted to the Better Business Bureau by **** ********. In the notification, the complainant notes that they are seeking assistance with a domain that is no longer registered with Squarespace. 

  
  Please be advised that our records indicate the customer has been in touch with our support team for assistance. The domain in question expired and is now registered elsewhere and is unrecoverable. Unfortunately for some customers with auto-renewal enabled, some banking institutions did flag the change in business name charging the recurring fee as suspicious and blocked payment. 

  
  We have followed up directly with this individual today October 17th to offer her a refund for the last payment she made with Squarespace earlier this year per her request. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.

  
  Since Squarespace no longer manages this domain, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  **** *. 
  Customer Support Lead
  ******************
  
  
  

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a Squarespace customer since 2017 and had a domain registered for over 10 years with ******. Recently, ****** sold my domain to squarespace. The ****** domain was directing traffic to my squarespace website for years until now. My ****** domain was active and paid for until 2032 but I have no longer have a way to gain access to that domain now that it's been taken over by Squarespace. I tried through methods recommended by their guides and help desk to login and find the account but it does not seem to exist. After spending hours going back and forth with customer service, not only do I have no access to my old ****** domain, my website url no longer works, when you type in the website, it goes to a 'under construction' page with the squarespace logo. This problem only happened after I tried to follow instructions by the squarespace ***** I tried every step from various **** to regain access, from resetting my passwords to updating my billing info etc but things never got resolved and now I no longer have a working domain or website. I'm at the point where I have to look into building a new site with a new domain with another company if this is not resolved within the next few days since my work depends on this site.I'm asking for help from someone who can actually help solve the problem or make it clear what has happened to our old domains. Are they no longer available to previous ****** domain customers?

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ********-******
  
  
  
   
  
  

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My domains were migrated to Squarespace from ****** earlier this year. All 4 domains are on auto-renew since these are my business *********** domain - tied to my business and my business email did not auto renew - Squarespace has the auto-renew set to 1969 so it won't auto-renew.I am locked out of my domain and my business email. I am losing money daily and might lose my livelihood!Support is only via chat or email and so far they have not helped at all - I am now told they need to escalate it and I go back in the queue - and they don't know when I will get support. Looking on their forum, it looks like it is happening to dozens, if not more, people and not getting resolved.This is my business! They need to fix the issue since it is on their end! I want to talk to someone - not email or "chat" - but this is not happening!If I lose my business over this, there will be a lawsuit.

  Business Response

  Date: 09/27/2024

  Dear Complaint Analyst,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated September 27, 2024 regarding a complaint submitted to the Better Business Bureau by **** ********. In the notification, the complainant notes that they are unsatisfied with our support in renewing a domain subscription.
  We have followed up directly with this individual today September 27, 2024 to provide assurance that the domain has now been renewed and clarification on the initial issue. The renewal charge to card on file previously was being declined by the ****. Once a new card on file was charged, the domain renewed as expected. While we do not offer phone support, the customer did have to be moved to email as they requested a different email address to be granted ownership access to the domain which requires us to gather identifying documentation which cannot be securely acquired through our live chat channel. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  As the customers domain has been renewed we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  **** *.
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  it seems like none of my domain emails are getting forwarded ANYMORE ... and they all used to work until a few days ago ... and because i use different emails with different websites I am locked out of expedia, kayak, tripadvisor, ********** i am locked out of most of the websites ... i tried test at ********* and test at ******* and i do not get an error message but i do not get the emails either. I tried to recreate the rules on ******* and i cannot even get the verification email to bogied at *********

  Business Response

  Date: 09/27/2024

  Dear Seymur,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/26/2024 regarding a complaint submitted to the Better Business Bureau by ****** **********. In the notification, the complainant notes that they are unsatisfied with our support regarding email forwarding issues. 

  
  Please be advised that our records indicate the customer had spoken with a member of our team via live chat 24 hours ago. Our team member was working with the customer to resolve the issue before going unresponsive. 

  
  We have followed up directly with this individual today 9/27/2024 to continue troubleshooting the issue and move towards a resolution. The support ticket number ******** can be referenced going forward. It is important to note that the customer has provided a contact email that is not associated with the account in question. Further verification has been requested in our communication to continue support. Once the customer takes the necessary steps to restore email forwarding, will consider the complaint resolved. 

  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  *** *. 
  Customer Support Lead
  ******************

  
  

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My company's domain has been down all weekend resulting in a major issue of my employees not being able to conduct business. In trying to get a hold of anyone at Squarespace it's been incredibly difficult to get a hold of a live person to resolve issues. I have sent up to 4 different email requests for help with very slow response times, when I was finally able to use the Live Chat feature this morning I was told that they can't help me over chat and I needed to go to email where I have been waiting for a response since as of yesterday. I am trying to update the ** on file in order to get my emails back up, but it's almost impossible to deal with account recovery with **********************. Unfortunately, I do not know what account my domain is under since I created it over 6 years ago. This has been an almost unbelievable lack of customer service and ability to get a hold of anyone in this company. I need a solution with this company as my $20M business is currently offline and costing us huge amounts of money for every day this isn't resolved.

  Business Response

  Date: 10/04/2024

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/25/24 regarding a complaint submitted to the Better Business Bureau by ******* *****. In the notification, the complainant notes that their domain and emails have been down. 
  
  Please be advised that our records indicate that the customer sent the first email to us on 9/22 and we sent several replies with no responses from the customer (perhaps due to the email issues?). That said, the domain does appear to be restored and everything looks to be up and running on our end. 
  
  We followed up directly with this individual on 9/26 to ensure that theyre all set, but have not received a response. The support ticket number ******** can be referenced for this interaction. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  
  As the customers domain and email appear to be functioning on our end and the customer has not written back to our message, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** *. 
  Customer Support Lead
  ******************
  

• Initial Complaint

  Date:09/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Square Space on September 12, 2024 saying that my domain would renew in 15 days, which was fine, except that I needed to update my billing information. When I tried to do that I was advised I was advised that "You do not have permission to access this site's configuration area." The account also said: "There are no domains."The Whois information says that the registrar registration expires on 10/12/24. It shows *********** as the registrar and Square Space as the reseller. It says that domain status is the "client transfer prohibited" and "client update prohibited." I have been emailing and trying to get help from Square Space for three days. I waited on the Square Space chat for more than an hour until I had to log off to attend a meeting. I keep getting emails from Square Space asking if my issue is resolved and how I would rate their award winning service.All I want to do is to get access to my account so that I can update my billing to assure that I do not lose my domain because I "failed to renew" it. I also want to unlock my domain so that I can transfer it and my website to a responsive company.

  Business Response

  Date: 09/25/2024

  Dear BBB Complaint Services,
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/24/2024 regarding a complaint submitted to the Better Business Bureau by ****** *****. In the notification, the complainant notes that they are unsatisfied with issues relating to their domain renewal and accessing their account.
  Please be advised that our records indicate the customer contacted ********************** customer support where we were in active discussions to assist the customer. I can see that these issues were not finalised as we were waiting on further information.
  We have followed up directly with this individual today 9/25/2024 to provide further assistance in accessing her account and renewing her domain. The support ticket number ******** can be referenced going forward. 
  Once this customer takes the necessary action advised in our latest correspondence and has resolved the outstanding issue, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After SquareSpace acquired ****** ******** I have lost all my domain names, I am not able to retrieve the ******** its impossible to contact squarespace and they do not respond to the emails.I need to get in touch with them and get my domains back and transfer them out to a different domain provider.

  Business Response

  Date: 09/25/2024

  Dear ******,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/24/2024 regarding a complaint submitted to the Better Business Bureau by ***** *******. In the notification, the complainant notes that they lost access to their custom domains that were migrated from ****** ******** and have been unable to retrieve them or contact our support team.
  
  Our records indicate that the customer contacted ********************** back in August regarding the update of their billing information for the migrated domains in question. In this instance, the customer was provided with the necessary steps to locate their migrated domains and update their billing information. However, we have not received any further communication from the customer regarding whether they require any additional support.
  
  We have followed up directly with this individual today, 9/25/2024, providing the steps they need to take to retrieve access to their account. The support ticket number ******** can be referenced going forward. 
  
  We will continue assisting this customer in regaining access to their account and will provide guidance on how they can transfer their domains to another provider. Once this customer takes the necessary actions of restoring their access and moving their domains away from Squarespace, we will consider this complaint resolved. 
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  **** *.
  ******** ******* ****
  ******************
  
  

  
  

• Initial Complaint

  Date:09/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to transfer multiple domains from squarespace to *********** I have requested the transfer authorization codes and the codes have never been sent via email. I've reached out to customer service and they just directed me to request new codes. I still don't receive the codes despite requesting then multiple times.

  Business Response

  Date: 09/24/2024

  Dear BBB Complaint Services,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/24/24 regarding a complaint submitted to the Better Business Bureau by ****. In the notification, the complainant notes that they have not received transfer codes via email for their domains in order to transfer them to another provider.
  
  We have followed up directly with this individual today 9/24 to provide clarification as to where these transfer codes were sent and ensure they have access to the next steps to resolve their matter. The support ticket number #******** can be referenced going forward. It is important to note we had previously supplied this clarification and instructions in the original support ticket #********.
  
  Once this customer takes the necessary action outlined in our response, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.

• Initial Complaint

  Date:09/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 13 of this year, I purchase a web domain name and a website to promote my business through ******. Soon thereafter I found out ****** was a reseller for a web based company named Squarespace. I have since been in contact with Squarespace a number of times, they have put up an "under construction page" for my purchased URL. However after repeated attempts to gain access to my account, ********************** has not provided the login information. I one exchange, they claimed it was because I had not agreed to their T&C, however they refuse to proffer such terms for me to review and agree to. I believe this is Fraud, selling a service but then not delivering that service. Upon request, I can share the email chains.

  Business Response

  Date: 09/24/2024

  Dear BBB Complaint Services,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/23/24 regarding a complaint submitted to the Better Business Bureau by *****. In the notification, the complainant notes that they are unsatisfied with the support being provided to us as they are unable to connect their domain to their site and access their account.

  
  We have followed up directly with this individual today 9/24 to provide clarification regarding our processes and ensure they have access to the next steps to resolve their matter. The support ticket number #******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.

  
  Once this customer takes the necessary action outlined in our response, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ****
  Customer Support Lead
  ******************