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:07/30/2024

  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.

  I received an invoice that is due today. I went to pay it today and it says expired and does not allow me to pay it. My email services are inoperable asa result, the company lack any phone or chat support as listed in the terms of services.

  Business Response

  Date: 08/01/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 30, 2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they are unable to pay for their site renewal and unable to get a hold of us through phone and chat support. 

  
  Please be advised that our records indicate the customer reached out to us on Monday, July 29, 2024 and reached one of our agents on this day. We were unable to verify his account so he was forwarded to our product specialists. Customer has confirmed that this issue has 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.

  
  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:07/29/2024

  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 issues with Squarespace are twofold. First my domain has not worked since the ****** migration and customer service is extremely difficult if not impossible to locate on their website. The domain is deserthoneyverse.com and its always forwarded to whatever my Color Street party link is at the time. Ive been unable to use the link and theres no guidance on how to use it.In top of that, I was billed for a service Im not even getting on July 28, 2024. The service renewal should have been on August 12, 2024. So the invoice for services not even received is shocking. I would try to take this up with Squarespace first, but theres no way to submit a complaint. Youre guided to drop down menus that lead nowhere in the Contact Us section. For a web hosting platform not to have this very basic feature seems intentional, probably because theyre being flooded with unhappy users. Id migrate my service but I need to get these issues resolved. Maybe someone will contact me.

  Business Response

  Date: 08/01/2024

  Dear *******************, 
  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 29, 2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they are unsatisfied with our billing policies and their inability to access their website. 
  Please be advised that our records indicate the customer did not contact ********************** to receive assistance.
  We have followed up directly with this individual today August 1st, to provide clarification on our policies as well as to explain how they can access their website. The support ticket number ******** can be referenced going forward. It is important to note that our billing policy is outlined publicly. Additionally, the customers website is active and weve shared instructions on how to make the necessary changes to ensure this is no longer an issue. 
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************ 
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:07/29/2024

  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 have a square space account and they have not paid my payout of $659.00. It's been over 2 weeks and I have finished my business with my client. I need my funds to continue to run my business. My bank has been verified and the money is just sitting there. This is extremely unprofessional and a bad experience as a first time customer to **********************. I would like squarespace to release my funds deliver them to my bank account. It states in terms and agreements that money will be released after 14 days. It has been well over that time and this is unacceptable. People have living expenses and count on money to pay their bills.

  Business Response

  Date: 07/29/2024

  Dear *****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7/29/24 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are needing support with their Payout Schedule with Squarespace Payments.

  Please be advised that we do not have any active sites associated with the email provided.
  

  We have followed up directly with this individual today 7/29/24 to provide clarification on our policies and provide additional support, once were able to identify their account and website. The support ticket number #******** can be referenced going forward.
  

  Once this customer replies and we are able to identify their account and provide the specific details on their case, 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: 07/29/2024

  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:

  [Your Answer Here]

   The email associated with my square space is ************************ and my website URL is **************************** 

   

   

   

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

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

  Business Response

  Date: 07/31/2024

  Dear *****,

  Since this complaint was rejected the payment processed and we consider this case resolved. We have been in contact with the customer confirming those details, and they can reference support ticket #******** for any further support and confirmation. 

  Best, 

  ************,

  Customer Support Lead
  **********************
  

• Initial Complaint

  Date:07/23/2024

  Type:Customer Service 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 am extremely disappointed with Squarespace and their customer service. My website, ***************, has been disabled for over a week, and despite providing all necessary verification documents multiple times, the issue remains unresolved. This prolonged downtime has caused severe disruption to my business operations, financial loss, and reputational damage.The customer service team has been slow and unresponsive. I was forced to postpone my business opening day, and my repeated requests for assistance have gone unanswered. When I finally received a response, the suggested solutions were inadequate and failed to address the core issue.I paid a subscription fee expecting a reliable service, but the experience has been far from satisfactory. Squarespaces lack of timely support and effective problem resolution has been extremely disappointing. I expected a higher level of service, especially for a platform that markets itself as a reliable solution for small businesses.I would not recommend Squarespace to anyone who relies on their website for critical business operations.

  Business Response

  Date: 07/23/2024

  Dear ********, 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 23rd 2024, regarding a complaint submitted to the Better Business Bureau by ********************. In the notification, the complainant notes that they are unsatisfied with the support they have received with accessing their website.

  Please be advised that we offer 24/7 365 day support, and the customer had an active case with our Product Support team that was being investigated at the time of their complaint. We have followed up directly with this individual today, July 23rd 2024 to provide clarification on our refund policies, the status of their existing ticket, as well as the opportunity to assist with cancellation if they so choose. The support ticket number #******** can be referenced going forward.

  Once this customer indicates if they would like to follow through with cancellation, 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: 07/24/2024

  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:07/17/2024

  Type:Customer Service 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 manages my website domain. My login credentials have been suspended for an unknown reason. I've attempted to contact Squarespace on several occasions to resolve this issue via email and also their chat services on their website, but they have yet to respond to my inquiries aside from their canned automated responses indicating that this request is now in their queue. They also lack a dedicated phone service, so I am unable to call in. I would appreciate some help resolving my login issues if possible.

  Business Response

  Date: 07/18/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 17, 2024, regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they were upset they were unable to reach us regarding her account being suspended. 

  
  The customer reached out to our team today July 18, 2024, completed our verification process, then was sent a password reset email. We have followed up directly with this individual today July 18, 2024 to make sure that they were satisfied and no further action is needed on our end. 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 responds and acknowledges their satisfaction, 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: 07/24/2024

  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:07/17/2024

  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.

  Squarespace charging customers extra for uploading their own code. This is insane. Squarespace is not writing the code for you. You are already paying hosting for Squarespace and they dont let you add JavaScript or things like that unless you upgrade plan. Want all my money back. The worst hosting business on the planet.

  Business Response

  Date: 07/19/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 17, 2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with our policies regarding adding javascript code via code block. 

  
  Please be advised that our records indicate the customer reached out and spoke with one of our advisors. The advisor informed him that to add javascript code, it requires a business plan. We offered the customer a workaround and let him know wed submit a feature request on his behalf. 

  
  We have followed up directly with this individual today July 19, 2024 to provide clarification on our policies. 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.

  
  We will follow up with the customer and offer a one time credit balance if hed like to upgrade at this time. Once thats complete 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:07/16/2024

  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.

  This company literally stole my domains and is refusing to transfer them back to my control, despite the registrations being paid up through 2025. This has been reported to the *** and ICANN

  Business Response

  Date: 07/17/2024

  Dear ******,
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 07/16/2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with their domains being moved to Squarespace.
  

  Please be advised that Squarespace entered into a purchase agreement with ****** to migrate all ****** Domains to the Squarespace platform. ****** Domains customers were informed of this purchase by ******, and again by Squarespace when the domains have been moved.
  

  We have followed up directly with this individual today 07/17/2024 to provide clarification on our policies and give support to the customer to move their domains to whichever host they would like. 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 moving their domain away from Squarespace, 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: 07/19/2024

  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:

  
  

  This transfer was never authorized, Squarespace is in violation of 18 U.S.C. 1030(a)(1), (a)(2), (a)(3), (a)(4), and (a)(5)(B)-(C) and must reverse their unlawful and unauthorized transfer of my domains.
  

   

   

   

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

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

  Business Response

  Date: 09/10/2024

  Dear ******,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 09/06/2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with their domains being moved to Squarespace.

  
  Please be advised that Squarespace entered into a purchase agreement with ****** to migrate all ****** Domains to the Squarespace platform. ****** Domains customers were informed of this purchase by ******, and again by Squarespace when the domains have been moved. His domains were subject to the ****** Domains Domain Name Registration Agreement and were transferable by ****** to Squarespace in accordance therewith.

  
  The customer currently has an active case with our legal team. The support ticket number ******** can be referenced going forward. Weve already responded twice with providing instructions on how they can transfer their domains to a new registrar. There is no further action that we will take on our end. It is up to the customer to follow the instructions of transferring their domains to a new registrar. 
  
  Sincerely,
  ******
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 09/19/2024

  SquareSpace still has not provided a payment for damages nor have they ceased their unlawful access to my data. They were served with a cease and desist letter on September 18 and have yet to comply.

• Initial Complaint

  Date:07/08/2024

  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.

  As part of the domain migration from ****** to Squarespace, my domain is seemingly stuck in limbo and wasn't fully transferred after leaving ******'s ecosystem. I received the initial email from ****** telling me that I needed to renew my domain. The email used as the admin for the domain is no longer a ****** email account and is not with Hostinger. So, I've lost access to the domain. After weeks and weeks of being bounced around by Squarespace, I was told to sign up for a trial subscription while they attempt to fix the issue. Still no resolution, and I'm unable to transfer my domain, update my website or use the email associated with the domain. Squarespace's "Award-winning customer service" is laughable at best. How can a company of this size not have phone support or at the very least, a customer service phone number so that people know that they're trying to resolve the issues? I'm beyond frustrated. At this point, I just want my domain, so that I can transfer it to a company that knows what they are doing. I'm paying for hosting and don't have access to my domain or email. My business is on the line here and I'm getting complete radio silence from Squarespace support. Please help.

  Business Response

  Date: 07/15/2024

  Dear *******************.
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7/8/2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with their domain being transferred over to Squarespace from ******* and is now transferring their domain to a different third-party host.
  Please be advised that our records indicate the customer contacted ********************** to help expedite the transfer away from Squarespace and weve explained the timeline expectations of 15 business days. Once the domain has completed the transfer away within the next 15 business days, they should be all set. Further, we offer 24/7 365 day support.
  We have followed up directly with this individual today 7/14/24 to provide clarification on our policies as well extend our apologies for the timeline that is out of our control. 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 allows the required time for their domain to transfer away to Hostinger,  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:07/02/2024

  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 am trying to start a website for an **** business. I have purchased ************************ and squarespace owns it. I thought it was owned by ******* but it is not. They said I needed a plan that cost me $303 for the first year. Then my website is not there. They said it was ******** fault. I contacted ******* They confirmed squarespace has it, and then I am on hold in texts for another 2 hours! I get nowhere! They say it is listed to some other account. Then they email me a verification which never comes, but emails from the chat tech arrive. I am completely confused as to what happened or how to solve it. I believe that it was some AI error because I asked it to help me set this up. I cannot use what I have spent $315 on and when I ask for help they cut and paste links. When I follow the links they do not have what I need. So, i ask more detailed nad pointed questions. They simply cut and paste links, but they will not help me solve the issue. One of the things listed in whr $303 I paid for squarespace was to be able to reach someone at anytime to solve issues. However, I was just told the domains department was gone for the day! The attitude of the tech support people is that I am tech inept, However, I built a different website that I did not continue with because I wanted to combing this all in *******. www.marnichandra.com it was for my artwork. I need decent help. If they cannot provide it what is the service I am paying for? So far this tech glitch has cost me 15 hours of my time. *************************** ************ **************************

  Business Response

  Date: 07/03/2024

  Dear ***********,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2nd July 2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they wish to connect their domain with their website.
  
  After some investigation, it appears both the domain and website are in separate accounts. It is possible for the complainant to consolidate these by verifying their ownership of their domain, and taking additional steps to transfer site ownership. Alternatively, we can cancel the website and issue a full refund to the complainant if they wish to discontinue their website or begin a new one that is linked to their domain.
  
  We have followed up directly with this individual today 3rd July 2024 to provide direct assistance and resources on how to consolidate their accounts. 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: 07/10/2024

  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:

  [Your Answer Here]

  I am not sure how or why there are 2 different accounts. I am thinking that some AI weird thing happened and old info got confused with the new info. I did try and follow the emailed instructions, but I could not resolve it. I am getting verification emails to *********************** and when I attempt to verify the account it says that no account with that name exists. When I login to ************************** it says it exists but it is not linked to thegrumpiehippie.com     So I have no way to use the things I paid $303 for. 

   

   

   

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

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

  Business Response

  Date: 07/11/2024

  Dear ****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 07/10/2024regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they are unsatisfied with our billing policies.
  

  Please be advised that our records indicate the customer did not contact ********************** to cancel the subscription in question until after the refund window had passed. Subscriptions can be cancelled at any time with the steps, as well as refund policies, publicly available. Further, we offer 24/7 365 day support.
  

  We have followed up directly with this individual today 7/11/2024 to provide clarification on our policies as well as the opportunity to make an exception to our refund policy in this instance. 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 cancelling the subscription they no longer want, 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:07/01/2024

  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.

  Globalrn.com was transferred from ****** to squarespace. Weeks ago I received an email that Globalrn.com was going to expire and to update payment information. There is no possible way in the interface to update the payment information. I contacted squarespace several times to try to fix this and pay. So I have attempeted many times to solve this and pay long before it expired. No response from squarespace. No way to get ahold of them via email.As there was no response from Squarespace, I attempted to transfer the domain out of squarespace. There was plenty of time left, but squarespace didn't transfer the domain and instead let it expire. Now the there is still no way to pay to get my domain reinstated, and the transfer is stuck also. It has now been weeks and no response from support for this time sensitive matter. There is no way to get a human to respond. I probably will lose my domain because of squarespace's issues.I request that they fix their system so that payment is possible. (other domains in this account have the same issue but not all of them). I also request they finish the transfer of my domain away from squarespace as requested.

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  In reference to complaint ID ********, After the complaint was submitted, Although later than the allowed timeframe, Squarespace  finally allowed the domain to be transferred. I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************