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:06/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Squarespace purchased my domains from the original supplier, Google.I can get no help answering any questions.I could not opt out of this transfer to my knowledge, I did not agree to it.I can't gain access to an account (assuming I had one) I can't create an account (assuming because I have one) and I can't login.There is no chat assistance.They only way to helpyself is reset a password for an account that doesn't exist. I'm stumped on what to do.Do i have an account? Was one created? (I tried) how do i access it? I need answers.

  Business Response

  Date: 06/11/2024

  Dear ***,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated June 11th 2024, regarding a complaint submitted to the Better Business Bureau by *****************. In the notification, the complainant notes that they are unsatisfied with accessing their Squarespace account and domain subscriptions.
  
  Please be advised that our records indicate the customer did not contact ********************** regarding this issue. Further, we offer 24/7 365 day support.
  
  We have followed up directly with this individual today (6/11/24) to provide clarification on accessing their Squarespace account, their domain subscriptions, and contacting our support team. The support ticket number #******** can be referenced going forward. It is important to note the customer did not have any existing tickets open at the time of their complaint.
  
  Once they confirm they can access their account and their domains, 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:06/07/2024

  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.

  They are holding my funds i recieved from customers. They have connected my bank and made me verify identity twice. there are no ways to get customer service help from a direct agent. the chats are so full they wont even let you in the que. there is no phone number to call. and they are not answering emails. They are witholding $4,000.

  Customer Answer

  Date: 06/07/2024

  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:06/04/2024

  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.

  IMPORTANT****NEEDED*** TRANSFER AUTHORIZATION CODE EMAIL CONFIRMATION from Squarespace Case#: ******** ********************************* Domain Name: ************************************** Domain Email: *************************************** But my email account is not working/active because of *********** I transferred my domain to you from *******, on May 20, 2024 that was the worst mistake of my life. I was waiting for my TRANSFER AUTHORIZATION CODE EMAIL CONFIRMATION I have never received it, after 2 days I realized that my domain email address wasnt working and I changed it to my personnel email in order for your company to resend me my transfer authorization code. After again multiples email they asked me for my:PASSPORT LICENSE GREEN CARD BANK INFO I thought that he was trying to me sure that the account belongs to me, but still I havent received anything from them. A customer service told me that my domain was parked, and wanted me to forget about it and advice me to recreate another domain. I told him, No I CREATED THAT DOMAIN AND IT IS MIME. Its when I realized that they want to steal my domain, a lot people online have the same problem, why they refused to resend my email confirmation in order for me to setup my ***********, my website and email are still down, I am losing money every day because of their mistake. They have BAD CUSTOMER SERVICES NO PHONE TO REACH THEM. Yesterday after doing a lot researches online I went to ********************** I saw that they are working on my domain that was parked in order to resell it, I am telling if you are seating in ********* to do this kind of fraud to the public I have big NEWS I AM GOING TO REPORT YOUR COMPANY TO THE ATTORNEY GENERAL OF ********, THEY PLAY GAMES.

  Business Response

  Date: 06/07/2024

  Dear *****************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated June 4, 2024 regarding a complaint submitted to the Better Business Bureau by *******************************. In the notification, the complainant notes that they have lost access to their email due to DNS and CNAME record issues following a domain transfer, that they have yet to receive a transfer authorization code email confirmation, and that Squarespace intends to steal their domain in order to resell it.
  
  After reading through the customers interaction history with our customer support team, it appears that they experienced some difficulty with our verification process after losing access to their email. I feel it is important to note that we in no way ever intended to steal the customers domain.
  
  We have followed up directly with this individual today, June 7, 2024 to equip them with the steps and resources they need to resolve their issue. 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 completes the steps provided to them, 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:05/21/2024

  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.

  Squarespace took over ************** from ******* Once the domain is moved, I am unable to update *** setting on majority of the time. It gives generic message and there is no support -- no support chat for domains, no phone number to call. The *** settings only work sporadically. My business is suffering, and Squarespace does not care. I seek penalty for the damages as My site is unreachable to *** issue

  Business Response

  Date: 05/27/2024

  Dear *****************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/20/2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with the issues around editing their domains (*******************) DNS settings.
  
  Please be advised that our records indicate the customer previously contacted ********************** on 5/5/2024 and 5/5/20/2024, but we werent able to confirm whether **** completed the troubleshooting steps we recommended. We continue to offer 24/7 365 day support.
  
  We have followed up directly with this individual today 5/27/2024 to provide clarification on the next best steps to help troubleshoot their issue. We recommend logging out and logging back into their Squarespace account before editing their DNS settings. We have found these troubleshooting steps to be successful with similar scenarios. 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 browser troubleshooting steps of logging out and logging in, they should be able to edit their DNS settings as expected. 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:05/20/2024

  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.

  Squarespace purchased my web domain from ****** and refused to contact me about how to access my account. They charged me $192, to access the account yet I still have no access.

  Business Response

  Date: 05/23/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated May 20, 2024 regarding a complaint submitted to the Better Business Bureau by ** ****. In the notification, the complainant notes that they are not able to access their account. 

  
  Please be advised that our records indicate the customer did purchase a website subscription with Squarespace for $192, and we have shared instructions on how to access this site.
  We have followed up directly with this individual today May 23rd, 2024 to make our support available to him should they have further questions. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  
  
  Sincerely,
  **** *. 
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 05/29/2024

  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: .Squarespace has acquired my website, **********. from ******. I can not access the website. The email communications have been fruitless.
  Squarespace offers no phone number for any type of communication. I need to speak to someone. The emails and live-chats are useless to me . I need to speak to a live person.
  What kind of company has no human contact. I do not want a squarespace webpage. I want access my **********  website.  I was duped into paying $192.00 thinking that would give me access to **********, but only gave me a useless squarespace webpage that I never wanted. Their communications only confuse the matter.
  
  :

  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: .Squarespace has acquired my website, **********. from ******* I can not access the website. The email communications have been fruitless.
  Squarespace offers no phone number for any type of communication. I need to speak to someone. The emails and live-chats are useless to me . I need to speak to a live person.
  What kind of company has no human contact. I do not want a squarespace webpage. I want access my **********  website.  I was duped into paying $192.00 thinking that would give me access to **********, but only gave me a useless squarespace webpage that I never wanted. Their communications only confuse the matter.
  What kind of company has no human contact. I do not want a squarespace webpage. I want my **********  website.
  

   

   

   

   

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

  
  Sincerely,
  
  ** ****
  
  
  
  
   
  

  Business Response

  Date: 06/11/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated June 10, 2024 regarding a complaint submitted to the Better Business Bureau by ** ****. This is a follow up to a previous complaint filed by the customer regarding their domain. 

  
  As a follow up to our previous correspondence, it appears the customer was not aware of the difference between their domain and website subscription and weve shared detailed instructions on how to access their domain. Weve shared links to help articles as well as a video showing the customer how to follow these instructions. 
  While we are not able to do this on his behalf, I did cancel his subscription with Squarespace and refunded him for the full amount. Customers are not required to have a subscription with Squarespace to manage their domain with us, and he will be able to manage his domain with the steps we provided. 

  
  We have followed up directly with this individual again today June 11th, 2024 to make our support available to him should they have further questions. The support ticket number #******** can be referenced going forward. It should be noted that the customer has not attempted to contact our support team via email or responded to our outreach. We encourage the customer to contact us in that email so we can continue to assist and answer any questions he may have about the process. 

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

  
  

  Customer Answer

  Date: 09/23/2024

  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:

  ********** does not work. I spent over 25 years building this website on ***** then it was transferred and ended up with squarespace. I no longer have access to my website or any means to editing. I have a 30 year career documented on these webpages and through no fault of mine,  now have no access to my work.  Who is responsible?  
  

   

   

   

   

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

  
  Sincerely,
  
  ** ****
  
  
  
  
   
  

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After contacting company they have removed my account instead of resolving issues. I can no longer log in. I cannot contact anyone. Support doesnt answer. Just says account currently unavailable and contact support but its been saying this all the time. Support never answers. I am paying for 3 domains and a website. Give me money back for everything and let me transfer everything out.

  Business Response

  Date: 05/17/2024

  Dear *****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 05/17/2024 regarding a complaint submitted to the Better Business Bureau by *****. In the notification, the complainant notes that they are unable to access their account. 

  Please be advised that our records indicate there was some suspicious activity on the account that has since been confirmed benign. At the time of this response, ***** has full access to his Squarespace account and confirmed his ability to log in. 

  We have followed up directly with this individual today 05/17/2024. The support ticket number #******** can be referenced going forward. It is important to note the customer had several active cases related to this issue. Our support team was actively working through these tickets at the time of this complaint.

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

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

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

• Initial Complaint

  Date:05/15/2024

  Type:Order 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 husband and I. Opened a business using square space as our hosting platform. They allowed customers to purchase via my site and refused to pay me the money owed from the site. Its been three weeks. Ive reached out to both customers. They have received my product and is satisfied with their purchase. Square space is unlawfully holding my money.

  Business Response

  Date: 05/16/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated May 15, 2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that Squarespace is withholding their funds. 

  
  Please be advised that our records indicate the customer has been in touch with our Support Team and has been notified that their account has been flagged for suspicious activity and that we are required to hold their funds for 180 days prior to releasing them to the connected bank accounts. To protect the integrity of our investigations, we are unable to disclose specific details regarding the detected risks.

  
  This is the extent of the support we are able to offer at this time, but the support ticket number ******** can be referenced should this require additional follow up. Once the funds in question can be clear of disputes or refunds, the customer may follow the normal withdrawal process. 

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

  
  

  Customer Answer

  Date: 05/24/2024

  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:

  Ive provided proof that both customers have received their order. It is unlawful and illegal to hold my money for product the customer has received. And this company still charged my card for a website I cant use. This company is a scam. 

   

   

   

   

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

  Customer Answer

  Date: 06/30/2024

  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 still havent received my money. 

   

   

   

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

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

  Business Response

  Date: 07/15/2024

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

  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 15th, 2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that she has still not received her funds. 

  Please be advised that our records indicate that we have responded to the customer regarding this complaint. They have been notified that their account has been closed due to suspicious activity and that we are required to hold their funds for 180 days before releasing them to the connected bank accounts. To protect the integrity of our investigations, we are unable to disclose specific details regarding the detected risks.

  This is the extent of the support we are able to offer at this time. Support ticket number ******** can be referenced for any additional questions. Once the funds in question are clear of disputes or refunds, the customer may follow the normal withdrawal process. 

  If you have any other questions or concerns, please do not hesitate to contact us.

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

  
  

• Initial Complaint

  Date:05/06/2024

  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.

  Impossible to use registered domain bought through you guys. Bought two domains that cannot be used on your site. Always says unable to move domain. I am trying to add bought domains to websites building through Squarespace. Followed all the links. Customer support doesnt answer. I want and explanation and my money back for the domains because nothing works.

  Business Response

  Date: 05/13/2024

  Dear *******,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/6/2024  regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are having trouble moving their domain to a different site on their account and that they are not receiving a response from our support team.

  Please be advised that our records indicate the customer did contact us but moved their interaction to email and with a higher wait time in our email queues we replied to the customer on 5/8/2024. I can confirm that our agents provided ***** with the proper workflow they need to take action on to move their domain over to the correct website. 

  We have followed up directly with this individual again today 5/13/24  to provide them with the information our agents previously provided on how to move their domain. Currently the website they are trying to move the domain to is on a trail and based on our platform policies, a domain can only be moved over to a site with an active subscription. The support ticket #******** can be referenced going forward.

  Once this customer takes the necessary action of paying for a website subscription on the trial site they have so the domain can move to the desired website, 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:05/03/2024

  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 have never done business with Squarespace, but some how, Squarespace got a hold of my credit card information, and placed an unauthorized charge on my charge card in the amount of $12.00, on April 30, 2024.

  Business Response

  Date: 05/03/2024

  Dear ****,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/3/24 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they received unauthorized charges from Squarespace. 
  
  Recently, Squarespace entered into an agreement to become the new home for ****** Domains customers. Patrinas custom domain was previously hosted by ******, and as part of the agreement, we took over that domain. The charge they saw was a renewal charge to ensure the domain remained active.
  
  We have followed up directly with this individual today 5/3/24 to provide clarification and context on the situation, as well as next steps. The support ticket number ******* can be referenced going forward. 
  
  As weve provided the necessary context and information as well as next steps and open lines of communication for future inquiries, we consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  
  Sincerely,
  
  ************
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:04/18/2024

  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.

  We use Squarespace to collect funds for our business. We have collected over $80,000.00 that has been sitting in Squarespace for over a month. They are unwilling to transfer and unwilling to work with me. Our company is out this money and I have not been reassured of when we will receive our money. I have uploaded everything they have asked. It has been 18 days (there terms of service promises 14 days) and we are on the brink of closing. NO ONE will work with me to fix this. I don't know how to get our money and we are being charged late fees everyday because of outstanding invoices.

  Business Response

  Date: 04/23/2024

  Dear ****, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/18/24 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unable to access funds processed through Squarespace, affecting their operations. 

  
  Please be advised that this customer currently has open cases with our Risk team as well as the Trust & Safety team, who will be managing this case moving forward. 
  We will not be opening a new line of communication regarding this complaint, in order to prevent any unnecessary correspondence and to give our team space to assess and resolve this issue. If they have additional questions, they can reach out regarding ticket number ******** 

  
  Wed ask that ***** continues to correspond with our T&S team to work towards a resolution, and consider this complaint addressed and resolved.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************