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:06/26/2024

  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 June 19th I added a new email user onto one of my sites, I was charged 2.06 to add new user and then I received an email for my new user, upon the new user attempting to log into new email. Received an error message stating email did not exist. When jumping back to Squarespace site to inspect more, I realized that the email user is no longer there but the charge for the user as well as the monthly billing went from 7 dollars to 14 dollars for the user that was not showing. I tried adding the new user a couple more times but it would not let me add anymore users at this time and just showed my original user. I reached out to their live chat feature which I received zero response, then I sent an email request as that is the only other option and received a confirmation email for the open case. I then received an email response two days later saying they are busy and will get back to me as soon as possible. It has now been a week and I have followed up 2 more times and have received zero response and now I have zero access to add any users or manage my workspace at all. I have new employees for my business that I need their email so I can get them access to start working as well as I let Squarespace know my request was urgent as I was applying for a **** incentive program in which I needed a new business email and still have not been able to do that and that promotion has a deadline of 6/30 and will ultimately cost me over ******* dollars in postage credit.

  Business Response

  Date: 07/02/2024

  Dear *********************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/26/2024 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they are unsatisfied with the setup and signup process of their custom email address associated with their domain.
  
  We have followed up directly with this individual today to provide clarification on our policies as well as the opportunity to clarify on their end goal and discuss options around a possible 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 clarifying how many users they require, I'll then be able to check it out and offer more targeted guidance. We will then address their concerns accordingly and consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 07/03/2024

  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 response has not addressed my issue at all, It has been 2 weeks and my user that was created still does not reflect on my workspace account but the billing for that specific user does reflect on the account. As it stands in my workspace account it reflects one user but I am being billed for 2 users.  I sent multiple emails stating I needed this resolved due to a deadline I had which was 6/30 and now that time has passed and still no resolution to the issue.  The response **** sent me was also confusing as the issue is happening for my workspace account for BrightPath and he is bringing up my user accounts for my other workspace account.  I have followed up their response directly to **** himself but yet to receive any other responses.  Additionally he advised that I can always use their live chat which I did attempt and did not get any response, and then when checking the live chat the following day, the function was removed from their platform and a message was displayed that they have removed it.  I do not see how they are trying to resolve the issue if they aren't even looking at the correct account. 

   

   

   

   

   

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

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

  Business Response

  Date: 07/11/2024

  Dear *********************************,
  
  I'd like to update you with a quick note in regards to the complain from *********************.
  
  Moving forward, I've escalated ************************* existing Squarespace support ticket for further investigation and that we will be following up with updates via that same existing ticket #********.
  
  Our Product Specialist team will address their concerns accordingly. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  Squarespace, Inc.
  
   

• Initial Complaint

  Date:06/25/2024

  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.

  Squarespace migrated my domain for my website thatirrigationguy.com from ****** domains on 6/22/24. On Squarespaces website it specifically promises no downtime. My site has been down since the migration and no one at Squarespace is responding to my service tickets. There's no live chat available, no number to call. I've email support three times. My business is my livelihood. I install and service lawn and garden irrigation systems. ******** is in a record heat wave during the busiest time of year for my business and customers can't access my website. I'm literally losing thousands of dollars because squarespace has bungled my site's domain migration. I can't send out proposal bids because because people can't access to portfolio on my site. My site is fully paid, the domain fully paid and renewed. This is a domain issue because the squarespace assigned private url for the website works. The *** is routing to the wrong place, the *** never resolves which means this is 100% a migration issue that squarespace has horribly bungled. I'd like squarespace to escalate my issue to a senior member of their team and get my site back online ASAP yesterday. I also think it's absolutely fair for squarespace to compensate me for lost business. Not having to pay to renew my site for the next ten years or a check for $2,500 (average cost of an irrigation system installation) would be appropriate.

  Business Response

  Date: 06/25/2024

  Dear ****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 06/25/2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with our billing policies.

  We have followed up directly with this individual today 06/25/2024 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.

  Since we have made a small exception to our refund policy for this customer and shared the details of that exception 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: 06/26/2024

  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 satisfied and there has been no resolution. And this is not a billing issue. This is negligence on the part of squarespace in bungling the migration of my domain and A) not fixing it in a timely manner, resulting in me losing business; and B) not acknowledging or owning the mistake; and C) not even attempting to reach a proper resolution. I have lost thousands of dollars in business because of the negligence of squarespace and I believe I'm entitled to be reimbursed for this lost business.

   

   

   

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

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

• Initial Complaint

  Date:06/24/2024

  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.

  I have tried to cancel the website service for noahousing.org that I had paid $248.40 before 14days expiration but it's very difficult to reach out to them as it's only by online chat and their chat line is always busy so there's no one to talk. On In addition, they don't have a customer service phone number. Last time I chat with a rep she said will have the billing **** reach out to me but also their email notice says that they're overwhelmed with unprecedented volume of requests. So, it's going to be obvious that any customer will miss the deadline as I have therefore I can't cancel online and then not get a full refund of $248.40

  Business Response

  Date: 06/24/2024

  Dear *****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 06/24/2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with their attempts to cancel their site and process a refund.

  Please be advised that subscriptions can be canceled at any time through their account dashboard, with the steps and refund policies, publicly available on our site.

  We have followed up directly with this individual today 06/24/2024 to provide clarification on our policies, cancel their site, and process this full refund.  The support ticket number ********  can be referenced going forward. It is important to note that this customer also had an active case with our support team that was being worked through at the time of their complaint .

  Since this site has been canceled and the refund initiated, 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: 06/27/2024

  Better Business Bureau:
  
  Please be aware that once you pass the 14days to cancel theres no full refund or prorated refund via the dashboard. Because I wasnt aware at the start of how to cancel & numerous times of trying to contact customer service through their online chat and via email but it was very difficult to get through someone due high volume intake; therefore, missed deadline & no full refund couldnt be issued via the dashboard. Had no choice but to then contact BBB. 
  

  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.
  

  I received today my full refund & thank you BBB for helping me.
  
  Sincerely,
  
  ********************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/21/2024

  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.

  Over a month ago my website, which is hosted by Squarespace went down. Squarespace also manages the domain address (www.pineappleparadise.online). I contacted the company via the company's customer service complaint email. My service request case number is ********. Since then (over the past month), I have emailed eleven other times. Following most of those emails, I have received an email reply stating something like... "the problem is being escalated to our engineers" and "we will contact you once a resolution is reached." Then, days pass without any call, email, or any type of notification. In fact, I don't receive a reply until I email AGAIN restating my problem... a down website for my business. There is no customer service number to phone, there is no live chat, simply an email system that sends you a standard reply promising the problem to be escalated and fixed (at some point). The emails always note that they are not able to provide you a timeline for when the problem can be fixed. I have reminded them that this is a business website on which my business replies for financial success. Additionally, it seems impossible for me to move my domain to another host company and for my web content to be duplicated and moved. Anything you can do to assist is greatly appreciated. By the way... my fees to Squarespace for the domain and the website are both current and are paid in full.

  Business Response

  Date: 06/28/2024

  Dear *******************, 
  Squarespace, Inc. (Squarespace) writes in response to your notification dated June 21, 2024 regarding a complaint submitted to the Better Business Bureau by *******************. In the notification, the complainant notes that they are unsatisfied with our response time in finding a solution for his website being down. 
  Please be advised that our records indicate the customer has been in touch with our team, and this has been escalated but no solution has been proposed at this time. *** ***** is in touch with a product specialist who is following this and providing updates as they become available. We do apologize for the inconvenience, but are actively working toward finding a solution. 
  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.
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************ 
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:06/20/2024

  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.

  My domain has been down ever since the forced migration from ******* I got an email about a week prior to its expiration that the payment didn't go through. I figured it was a fluke, so I updated the payment info and went about my business. On June 3 I see they suspended my account. I then tried three or four different accounts and they all failed. I called my bank and they said SquareSpace was reversing the charges, not them. So I try to unlock my domain and that won't work either. I then file a ticket, which is automatically closed and marked as resolved. It said to respond to the email if that's not the case. I did and it was ignored.On Jun 4 I open another ticket. What followed was a week of day-long turnarounds and the few dashboard options I had disappear. The only bit of information I do managed to get is they don't handle ".co" domains directly, and I'm told to shake down their third party vendor, key-systems, who apparently handle those. I'm given a generic contact URL IN GERMAN; they have three different email addresses listed on different domains . Of course they told me to get lost.I asked for an escalation on Jun 7. Several days later they send me an email telling me they'll update me when there is one and not to talk to them. I've gotten literally nothing from them in two weeks other than sometimes they'll respond to my update request to leave them alone. I'm at risk of losing a domain very soon that I've had for 15 years. I just want to transfer this thing to a different company.

  Business Response

  Date: 06/28/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/20/24 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they have had issues regaining access to their domain during our migration of the ****** *******.
  
  I can confirm that the customer has an active case open with us and our teams have already started to take action to further investigate the issue they were having. The ****** Domain migration has been a huge undertaking and we are doing our best to help several customers at this time with questions and concerns with the process.
  
  I can see that our teams are still in the process of seeing what they can do to assist with this domain and the ticket number #********. Our teams have followed up directly with this individual as of 6/25 and we will continue to reach out to provide clarification on the situation when we have more information for them. It is important to note the customer has been escalated to the appropriate team to handle this case and we have been working with them through this at the time of their complaint.
  
  Once again, when we have more information we will continue to inform the customer with the next steps they should take to regain access to the domain and we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  *************************
  Customer Support

  
  

• Initial Complaint

  Date:06/20/2024

  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 been in customer service limbo concerning a refund for a website subscription. I have done the steps requested of me but the representative handling my case will not return my emails.

  Business Response

  Date: 06/20/2024

  Dear *******************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated June 20, 2024 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they have been unable to reach us regarding a refund for a canceled site subscription. 
  Please be advised that our records indicate the customer has been assisted by our social support team, and a full refund has been issued.
  Additionally we have followed up directly with this individual today, June 20 2024 to provide further support if needed, and collect any feedback regarding our support platform. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team.
  As the customer has been issued a full refund, 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:06/18/2024

  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 have/had domains through ****** but ****** sold out to squarespace. I contacted squarspace about a month about now via a support ticket since there is NO PHOONE NUMBER FOR CUSTOMERS TO CALL...After a month, they have not responded. Where are my domains? When will they renew? Has the cost changed, how do I bring in a new domain?

  Business Response

  Date: 06/18/2024

  Dear *************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/18/24 regarding a complaint submitted to the Better Business Bureau by ***********. In the notification, the complainant notes that they are having difficulty reaching our support team in regards to their custom domain, which may be related to the ****** migration.
  
  Please be advised that our records indicate the customer did not contact ********************** in regards to their domains in question. Further, we offer 24/7 365 day support.
  
  We have followed up directly with this individual today 6/18/24 to provide clarification around the ****** migration and provide context around their concerns. 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 clarifies on which domains are in question, I'll then be able to check it out and offer more targeted guidance. From there, 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: 06/20/2024

  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:

  I DID reach out to SQ over a MONTH AGO. Why would I go as far as to open a BBB case then? Also, I ALREADY response to the email sent by ************ of SP shortly after he emailed me. I actually emailed SP TWICE because I sent screenshots. That was 2 days ago and you have not responded yet. Please pay attention.

   

   

   

   

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

  
  Sincerely,
  
  **** **
  
  
  
  
   
  

  Business Response

  Date: 07/03/2024

  Hey there *************,
  
  We have followed up directly with this individual today 7/3/24 to provide clarification around the ****** migration and provide context around their concerns. I've personally responded through the same support ticket number ********. 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.
  
  Now that the customer has clarified on which domains were in question, I've thoroughly sent specific instructions and screenshots on how to manage all 3 domains in question. Everything looks as expected on our end at the moment.
  
  I can't duplicate customer's issue on our end and we don't have any known outages, so I've sent browser troubleshooting steps since everything looks fine on our side while impersonating their account. They should be all set. From there, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Best,
  
  

  Customer Answer

  Date: 07/30/2024

  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:06/18/2024

  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.

  Unfortunately I got to squarespace because of them taking over from ****** Domains. I'm trying to move my Domains from Squarespace but there is no support -- no support chat for domains, no phone number to call. The *** settings only work sporadically ,I think there is enough people to do a class action suit is aggravating and is costing us money.

  Business Response

  Date: 06/19/2024

  Dear ************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 18th June 2024 regarding a complaint submitted to the Better Business Bureau by *****************. In the notification, the complainant notes that they are experiencing issues with their domain and difficulty in reaching customer support.
  
  The complainant intends to transfer their domains to another registrar. Our logs indicate a few have successfully transferred. There are no issues blocking the outstanding domains from also being transferred away.  
  
  We have followed up directly with this individual today 19th June ********************************************************************************************** generating authentication codes. 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
  ******************
  

• Initial Complaint

  Date:06/14/2024

  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 suspended our company's ****** workspace where our business cannot operate. Their customer support is not existent.

  Business Response

  Date: 07/12/2024

  Dear ****,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated June 28, 2024,  regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with support and that their ************************ has been suspended. 
  
  Please be advised that as the customer did not include an email address to contact them, we are unable to follow up with them directly. From the information provided, it would seem that they are unable to log into their account to update their subscription, and wed recommend they file an Account Recovery Form, through our Help Center. 
  
  We ask everyone requesting account access to fill out this form:
  
  *******************************************************************************************;
  
  This will provide the most direct and prompt resolution to the issue they are experiencing. Additionally, if they are able to provide more detailed information concerning their account, including their affected domain and account email address, we are happy to work with them to resolve this.
  
  Should you require any additional information, please do not hesitate to contact us.
  
  
  Sincerely,
  
  ************,
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:06/12/2024

  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.

  On April 6, 2024 I renewed my domain t80.io with ******* On April 11, 2024 I received a notification that t80.io was transferred to Squarespace due to their acquiring ******** domain business.As I had received notices such as "t80.io has migrated to Squarespace Domains", "t80.io is now available on your Squarespace Domains account", etc. I was not made aware of any issues.A few days ago, I went to look at my domains that had been transferred from ******* and I noticed that t80.io showed as being hosted by a "third party" and was unable to change the settings.I checked in ******* and it showed as transferred to Squarespace. I reached out to Squarespace support and they said they would investigate, saying that there were some problems with .io domains transferring.On June 12, 2024 Squarespace support responded that " the domain cannot be redeemed at this time. I recommend waiting until the domain is available and registering it again.". They offered a refund of $70.00 store credit for losing the domain. "Please note that the balance is in no way transferable to a cash refund and can only be applied to payments on future invoices."So pretty much they gave my valuable t80.io domain, which as a 3 letter domain is worth way more than $70.00, to someone else, and are offering a $70.00 store credit in return. This domain is worth many times more than the amount they offered. It could take decades to be available (of ever) at many thousands of $ to get the domain back.$70 store credit is completely ridiculous and unacceptable outcome for losing the domain. They need to return my domain t80.io as it is their mistake for losing it. If that costs them a substantial amount, then that is their issue.

  Business Response

  Date: 06/14/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated June 12, 2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with the offer of a credit after their domain was not transferred to Squarespace. 
  We have followed up directly with this individual today June 14, 2024 to provide clarification on the domain transfer process. 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 agree with the customer that this is an unfortunate situation and have made efforts to retrieve their domain. At this time, the domain is not being managed by Squarespace. Our engineering team has reached out to *** Systems on the customers behalf but were not able to retrieve the domain. 
  The customer will have to register the domain again once it is available. We are not able to provide a timeline for this as this is not being managed by Squarespace at this time. We will remain available to assist the customer should he have any additional questions or concerts. 
  Sincerely,

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

  
  

  Customer Answer

  Date: 06/18/2024

  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]

   Squarespace's response directly to me contradicts what they are saying. On one hand they say that the have no access to the domain because it is housed at **** Systems" and yet in the same message they say that *** systems is a squarespace company:
  
  " Squarespace houses domains across multiple servers, including *** Systems."  then later "Your domain was not transferred to Squarespace and I can assure you that our engineers worked on this specifically to attempt to retrieve them from *** Systems." and "There is a time out period for your domain to be released from *** Systems, though I cannot guarantee what that is. "
  
  See attached message.
  
  So pretty much they are admitting they have the domain, they just won't give it to me. Or one arm of their company has the domain and won't release it to the other arm? How is that my problem?
  
  So I then asked them to provide more context so I know how to proceed, even knowing this is an internal Squarespace issue. If there is a timeout, what is it? After said timeout am I going to get my domain back? Did they sell my domain to another party?
  
  I asked "When it is released from *** Systems would it be released to my Squarespace account? Or would it be released to be sold to the public? Is there any contact info at *** Systems of someone that could help me there?"
  
  Thus far, there has been no response whatsoever. And on top of that you can't even call them to get a person on the phone. 

   

   

   

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

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

  Business Response

  Date: 07/03/2024

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

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7/2/2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are still having some concerns regarding a domain that was transferred to KeySystems.

  The customer has recently interacted with our teams and was informed that the domain that they were reaching out about had issues while migrating from ****** and was transferred over to KeySystems. In their BBB complaint they mentioned having contradictory messages and I want to clarify that Squarespace works with KeySystems to resell domains they offer, however these two are not the same company and we do not have access to their platform if domains are transferred over to them. We are limited to the support we can provide when the domains move out of our platform to another. 

  We have followed up directly with this individual on Friday 6/28/2024 to provide clarification on the situation as well as confirm that the domain is now available to the public to be registered again and they can take action to regain access to the domain through KeySystems. 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 the customer takes action on buying the domain from KeySystems we can consider this case solved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ****************
  Customer Support Lead
  ******************