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:08/14/2024

  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.

  As a business that relies heavily on an online presence, I am extremely concerned about the ongoing issues with Squarespaces customer support. For days, I have been trying to resolve a DNS issue through their support team. Apparently, their team left out needed data when acquiring my website from ****** Workspace which caused my site and email to crash. On August 11th, after exchanging information provided by ****** Workspace tech support, I sent the necessary details through chat that in their estimation would resolve the issue quickly. "Forty W." from Squarespace elevated my case and sent the information to Senior Customer Support, assuring me that I would hear back soon via email. However, there have been two straight days of radio silence since that interaction. it's now been five days since my website and email stopped working, and despite repeated attempts to reach out through chat and email, I have received no response.The chat service is now displaying the message: "Sorry, we're receiving a large volume of chat requests and don't have an available live chat agent right now. Please contact us via email at this link and we'll reply as soon as possible: ****************************************************************. We apologize for the delay." I've sent several follow up emails referencing the original ticket number, but nothing. Not even a canned response. After exploring more through Reddit and X, I now see dozens of similar cases to mine. This is crippling my ability to serve my clients, but it appears as though there is little concern on the part of Squarespace.

  Business Response

  Date: 08/14/2024

  Dear *******************************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 14th, 2024 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they are unsatisfied with our response times and reports issues with their domain. 
  Please be advised that our records indicate the customer has been in contact with ********************** to receive support. They were escalated to a senior team, whom they have been working with this week. The latest response was this morning, around 11:00 am ET.
  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 advising that we can add the domain to a specific parking page or have a new trial website connected, they should be able to use Workspace as intended. 
  
  Sincerely,
  ************ 
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 08/15/2024

  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:08/13/2024

  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.

  Squarespace bought ****** Domains and auto transferred our domain. They were unable to auto-renew our domain due to an expired credit card that was part of their transfer.Despite being part of their transfer they're showing the domain is owned by a "third party".I can't access my email and my website is down August 7th 2024. Everything we have is 2 factor with my email, so my entire company is unable to login to quickbooks, pay taxes, do banking, provide support to any of our customers, etc. This is critical that I need this resolved ASAP.I've sent an email through meowmail.io domain to Squarespace to resolve the issue on kittys.co domain with no reply for days.Please contact me through my email.

  Business Response

  Date: 08/19/2024

  Dear *****************************,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 13, 2024 regarding a complaint submitted to the Better Business Bureau by *********************************. In the notification, the complainant notes that they are trying to gain access to their account and has not reached a resolution. 

  
  The customer reached out to us on August 12th and they were able to get in contact with our team via live chat today August 19th. They were able to get assistance with gaining access to their domain and their issue has now been resolved. 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 their ticket was responded to and handled, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 08/23/2024

  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:

  No email address can receive emails at my company and our website is still down. Squarespace chat is also unavailable. Squarespace has said that the *** is configured correctly as well. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Customer Answer

  Date: 09/19/2024

  Hi they did not resolve this, they only corroborated it. 

  
  

  Business Response

  Date: 10/02/2024

  Dear ****** ********,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated September 29, 2024 regarding a complaint submitted to the Better Business Bureau by ********* *******. In the notification, the complainant notes that the resolution sent in was rejected and a resolution has not been made. 
  After investigating further the customer's domain is being impacted by a bug and our engineers are still working towards a resolution. Once this has been fixed and the customer can transfer out their domain we will consider this as resolved during that time. 
  Ive reached out to the customer in ticket ******** and offered my assistance with issuing them a refund and confirmed their ****** Workspace account has been cancelled. 
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:08/13/2024

  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.

  Squarespace acquired ****** domains and our domain was transferred automatically. During the process of updating our payment information, there was a glitch and we got completely locked out of our associated ****** Workspace account which means that our business cannot use our emails and cannot access any of our associated integrations. We are completely without access to our files stored in Drive and Sheets. Our customers cannot communicate with us. We have tried extensively to work with Squarespace to get help with this issue. They "escalate" the issue, then we never hear back. Many, many other people are having this issue and are losing massive income due to the negligence on the part of Squarespace. ****** says that it is an error on the behalf of Squarespace and there is nothing they can do. Squarespace first says they "can't see any issues", then says it needs to be escalated and completely blows us off. We have had to hire 3rd party IT to come in and help. They are absolutely appalled at their interactions with Squarespace and are saying it might be hopeless. We are hemorrhaging money. We are not receiving help.

  Business Response

  Date: 08/14/2024

  Dear ****,
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 08/13/2024 regarding a complaint submitted to the Better Business Bureau by ***********************************. In the notification, the complainant notes that they are unsatisfied with their ****** Workspace account.
  

  We have followed up directly with this individual today 08/14/2024 to confirm that the customers account is back up and running. It is important to note that the customer had an active case with our support team that was being worked through at the time of the complaint, and has now been resolved. The support ticket number ******** can be referenced going forward. 
  

  Should you require any additional information, please do not hesitate to contact us.
  

  Sincerely,
  **********
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 08/15/2024

  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. While it did take the hiring of 3rd party IT on our part to finally get a response from Squarespace, our account has in fact been reinstated. They were not able to offer an explanation of why this happened or how to avoid it in the future. 
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/13/2024

  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 August 9 Squarespace cancelled my website due to a change in the credit card information which I quickly corrected and paid the outstanding invoice on August 10. Instructions stated that this could take an hour or two to process and have the site go live again. I tried to follow up with Squarespace and was given this information...Squarespace customer support is available Monday through Friday, 5:30 AM8 PM EST. Messages sent outside of these hours will receive a response within 12 hours. It has now been three days--there is no phone support available, they do not answer emails, and they do not have chat available. As far as I know they are out of business. Each day my website is down costs me business and money. There is no customer service available for ********************** customers.

  Business Response

  Date: 08/15/2024

  Dear ************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 13 2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with the availability of our support team regarding a service issue with their domain.
  We have followed up directly with this individual on August 13 2024 to provide clarification on how to contact support as well as the opportunity to assist with their domain issue. The support ticket number ******** can be referenced going forward. It is important to note the customer is using a third party service provider that must be engaged to fully resolve their 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:08/12/2024

  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.

  Have received no response from technical support after multiple attempts.They are charging my company money while not providing service. Not having my website up is costing my company revenue. Many others are having the same issue since Squarespace bought ****** domains. Zero communication (while stating to be available 24/7) is extremely frustrating.Horrible experience so far with Squarespace. I will look to transfer to another provider.

  Business Response

  Date: 08/13/2024

  Dear ********,
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 08/12/2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they are having issues with their domain.
  

  We have followed up directly with this individual today 08/13/2024 to provide clarification on how to make sure that their domain is working correctly. 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 confirms that their domain is working correctly we will consider this solved.
  
  Sincerely,
  **********
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:08/09/2024

  Type:Billing 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.

  We use Squarespace to host our website and have consistently been charged $29 per month. Last month we were charged $94.18 extra with no explanation and this month $185.21 extra, again with no explanation We have reached out to Squarespace with no response, their chat with an agent feature consistently says no agents available at all times of the day

  Business Response

  Date: 08/09/2024

  Dear ******,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 9th 2024, regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with our response times.
  
  Please be advised that our records indicate the customer had an active case with our support team that was being worked through at the time of their complaint. Further, we offer 24/7 365 day support through various channels. 
  
  We have followed up directly with this individual today August 9th 2024 to continue our investigation. The support ticket number #******** can be referenced going forward. 
  Once this customer acknowledges our response with more details, 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:08/08/2024

  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.

  SquareSpace took over our domain and shut it down after their emails went into a spam folder. We weren't aware that they took over and now we have the inability to pay to keep our domain.We are a nonprofit in ******* that prevents evictions in *******************. We aren't able to communicate with our clients at this time because of this situation which means they are at risk of eviction. It's been several days of outreach to them to get this resolved and we are having no response and there isn't anyone we can talk to because they don't allow phone calls. This has serious repercussions and we are getting no help at fixing the issue they created. We need help and the only way we know possible is by filing this complaint.

  Business Response

  Date: 08/12/2024

  Dear *****************************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/8/2024 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that their domain expired and there was a delay in getting a response from us.

  
  Ive confirmed that this customer reached out to us on August 6th via live chat and received a response but then went unresponsive. This happened again on Wednesday the 7th so we were unable to help and resolve their complaint. I have confirmed that a person named ******************************* did reach out on August 6th and is currently in the process of working with our product support team. 

  
  The support ticket number ******** an 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.

  
  The customer has gained access to their domain and were currently assisting to update the email on file. Once this is done then, 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:08/01/2024

  Type:Product 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.

  ****** had transferred my business domain hosting to squarespace without my consent. On July 22nd I was impacted by the cloudstrike grounding of delta planes and was unable to get to my email with limited services.On July 25th my domain service for ***************** was expired by Squarespace On July 29th I realized that my business had been impacted and I reached out to Squarespace via chat, email and messenger with no result On July 30th I agreed to pay Squarespace whatever the cost (which is extortion) to retrieve my website. The chat representative sad that I should have my domain released within 24 hours wich has not happened.My business is at a halt as i work with the *** in assisting taxpayers and I cannot access communications with my clients. Please contact this business and shut them down if necessary because the response time is not effective especially when businesses are affected.

  Business Response

  Date: 08/09/2024

  Dear *******************************,,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 1st, 2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with our service.
  We have followed up directly with this individual today August 9th to offer assistance with her domain. 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 and we will be assisting them through this process.
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************ 
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 08/12/2024

  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:

  The support case was open on August 9 however, there has still been no resolution and no path to resolution. There is a continual loop of requesting the same actions for me, which have already been taken back in July, Squarespace has not been able to restore my domain. This is continually affecting my business due to the following: my clients are unable to reach me as well as my software is unable to give me the proper updates since it is linked to my email. Please escalate!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/13/2024

  Dear *******************************,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 12th, 2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that there is still no resolution for their issue. 

  We have followed up directly with this individual and resolved their issue - their domain has been renewed at no cost and moved to the correct site. The complainant replied to us today August 13th to acknowledge that the issue has been resolved. The support ticket number ******** can be referenced going forward. It is important to note that our team was continuing to work on this case at the time of the customers message to the ******************** that this was not resolved yet. 

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

  Customer Answer

  Date: 08/15/2024

  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. We are still access the damages that was incurred from our business and our clients due to the time it took to resolve this matters. Further legal action may also be persued once the assessment of damage is completed.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/01/2024

  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 try to renew my website membership and my original amount was 120 its impossible to get a hold of anyone. They have no contact phone number. I sent several emails and no response All of my business information and website information was held up in there portal and my website was down for 4 days. I had to pay the 276. In order to get my file. I updated all my credit card information. It didnt process before it expired They would not renew it for the 120.This is a scam that they wouldnt renew for my original

  Business Response

  Date: 08/01/2024

  Dear ******,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 1 2024 regarding a complaint submitted to the Better Business Bureau by ********************. In the notification, the complainant notes that they are unsatisfied with our support and billing policies.
  Please be advised that our records indicate at the time the customer first contacted us, the subscription was already 15 days past due as we do have that grace ****** to allow for billing information to be updated before a subscription expires. 
  We have followed up directly with this individual today August 1 2024 to provide clarification on our policies around past due payments, expired subscriptions, and legacy pricing. The customer has already successfully changed her plan to the closest current offering to her legacy pricing plan. We have also provided a balance towards the next renewal of the subscription. The support ticket number ******** can be referenced going forward. 
  As the customer has been provided with an adjustment for their upcoming renewal, 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:07/31/2024

  Type:Billing 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.

  A recent migration from ****** to square space initiated by those two entities resulted in my domain being transferred to square space.Due to a billing complication, I needed to add additional credit card information to process a payment.Well attempting to do so there was a technical issue.This issue prevented my domain from delivering email. It cost me four days of email.It wasnt until my domain completely expired that I was able to add information and process a payment.During that time I attempted to reach Support no less than 16 times with no response. Four days later, they opted to respond.There Support is willfully inadequate and acting as a domain registrar is unacceptable.

  Business Response

  Date: 07/31/2024

  Dear *****************************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 31 2024 regarding a complaint submitted to the Better Business Bureau by *******************************. In the notification, the complainant notes that they had trouble contacting our support team to update billing information causing a subscription to become expired.
  Upon investigating this issue, I can confirm the customer was able to renew the subscription and did receive a response from our support team. 
  We have also followed up directly with this individual today July 31 2024 to provide a refund for the renewed subscription and a balance towards the next renewal of the subscription. The support ticket number #******** can be referenced going forward.
  As there are no outstanding issues, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************