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:04/17/2024

  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.

  On September 7, 2023, Squarespace acquired all domain registrations and their associated customer accounts from ****** Domains, impacting my domain (marketcompass.com). Since November of last year, I've been attempting to access my domain unsuccessfully. Upon logging into ******, I was notified that the domain had been migrated to Squarespace, a confirmation I received via a phone conversation with ****** on 3/11/2024. ICANN also corroborates this, listing the Registrar as Squarespace Domains II LLC.I've tried to contact ****** multiple times through the form they provided, as they don't have a direct phone number. Unfortunately, I've received no response, and my website, now locked by ******, remains inaccessible. This situation is causing financial losses and significant mental distress, as my domain appears to be held hostage by ******, who has said repeatedly the site has been migrated to Squarespace which is NOT the case. I have over 8 emails from Squarespace saying the site is still with ******. I am requesting Squarespace's assistance in providing the necessary information for transferring my domain to a hosting company that can offer proper service and access to my site. Despite my efforts, Squarespace has redirected me to ******, even though it is publicly documented that my site is now hosted on Squarespace. ****** has confirmed that Squarespace should assist me in resolving this issue.IANA ID: 895 Abuse contact email: abuse-************************************* Abuse contact phone: tel:*************

  Business Response

  Date: 04/17/2024

  
  Dear *****,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/17/24 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they are needing support with their custom domain.
  
  Please be advised that this customer has reached out multiple times to our support team concerning the same issue, and we have provided all relevant information and resources to support them. For context, the service they are reaching out about is currently being managed by a third party, and while the intent is that it will eventually be migrated to Squarespace to manage, we do not currently have access to their domain to make any changes.
  
  We have followed up directly with this individual today 4/17/24 to provide clarification onthe process and our scope of support. The support ticket number ******* can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  
  As we do not have access to their domain and they need to continue to work with the third party ******** to gain access to their account and domain, we do consider this matter resolved. 
  
  
  Sincerely,
  
  ************,
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 04/19/2024

  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:

  I have contacted ****** and they have confirmed that they DO NOT have the domain; the domain has been transfered to Squarespace as part of the account migration that was intiated in June 2023 See below posting on ******.com ***************************************************************************************************************************************************.

  Here is the posting on ******'s website: 

  What is happening?
  On June 15, 2023, ****** entered into a definitive agreement with Squarespace, where they intend to purchase all domain registrations and related customer accounts from ****** Domains. Now that the transaction between ****** and Squarespace has closed, you're a customer of **********************. 

  Legally, my account is owned by **********************. If they think my domain is atill at ****** then they should find the account and move it ASAP, it has been almost a year!!!

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

  Business Response

  Date: 04/24/2024

  Dear **********,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/24/24 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they are unsatisfied with the timing of their ****** domain migrating over to our Squarespace platform.
  
  We have followed up directly with this individual today 4/24/24 to provide clarification on our policies, expectations, and timelines around the ****** domain migration over to Squarespace. Their domain ********************* has successfully completed the migration on 4/24/24, so they should be all set moving forward. 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.
  

  Now that their domain has been successfully migrated over from ****** to Squarespace, theyll be able to manage the billing, registration, subscription, and DNS records via their Squarespace account as expected. Ill ensure they can successfully log into their new Squarespace account in order to manage their domain. We will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:04/15/2024

  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 a serious complaint about the owners of the website called npiregistry.org. They are posting my personal information on their website and calling it my "office location" without my consent. This is a scam website and the actual NPI website for providers never posts your personal address/phone number for public viewing. This is a threat to my safety and security for the general public to know where I live and my phone number. On March 29th at 1:05pm E.T., I e-mailed their contact e-mail *********************** to request removal of my personal information. No response. On 4/3/24 at 6:02pm, I e-mailed the abuse contact of this website (*******************************************) to make the same request. A brief response came later saying this domain is owned by ******* so it will be forwarded to them for further review. They said this despite the fact that the website is registered under Squrarespace Domains II LLC from 3/6/2024 to 3/6/2025. My personal information is still on this scam website registered under Squarespace, and they have done nothing about it. I need it taken down immediately.

  Business Response

  Date: 04/24/2024

  Dear *****,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they believe a site under the domain npiregistry.org is under Squarespaces management and this site is using their information without their consent.

  Please be advised that our records indicate the customer did contact ********************** regarding this case and our teams were able to assist. The customer was informed that the domain was under ****************** at the time and we made sure to redirect that information to their team and see if we could provide further support. I checked in with our teams and they confirmed that the website itself is not hosted on Squarespace and the content is hosted with wordpress instead. In this case we are advising the complainant to reach out to Wordpress for further assistance in seeing if they can remove a specified URL from the site.
  
  We have followed up directly with this individual today 4/24/24 to update them with this information as well and do our best to clarify their next best steps. 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
  ******************
  

  
  

  Customer Answer

  Date: 05/01/2024

  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:

  my private information is STILL not removed from the offending website registered under Squarespace.  Squarespace has finally admitted that the site is indeed registered under their company, but they have not provided any useful contact information that actually works to contact the registrant of the site and receive a response.  They gave me the same old e-mail address that anyone can find and which failed to work for me back on March 29th before I even contacted their abuse department to escalate the case.  The attached timeline shows all of the attempts I have made to contact various people to get this removed, and they have all failed to work and led me back to Squarespace.  It just goes to show how the offending website is a sham and needs to be taken down and no longer allowed to be registered under Squarespace.  I would hope that Squarespace can take further action to resolve this matter for me.  

   

   

   

   

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

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

  Business Response

  Date: 06/04/2024

  Hi there,

  Squarespace, Inc. (Squarespace) writes in response to your notification regarding the rejection of the case we have been discussing with ***************************. In the notification, the complainant notes that they still believe a site under the domain npiregistry.org is under Squarespaces management and this site is using their information without their consent.

  In this case, the content displayed when accessing the domain web address ************************ is managed and hosted with a third-party web hosting service. After reviewing the privacy page, it appears that the content of this web page is aggregated from NPPES and other sources to provide detailed NPI Profiles.

  To clarify, even if the domain is canceled on our end the website and the information that you are concerned about will still be posted to the public because this is not a Squarespace website. 
  

  We have already taken the following action to try and assist ***** in this case:
  
  -Reviewed that the domain name is hosted by Squarespace. 
  -Confirmed that the content they are referencing is not managed or hosted by Squarespace.
  -Sent an email on their behalf to the domain owner, and have not received a response. 

  Squarespace is not able to take further action as the website owner or website host will need to be the ones to take action on removing the content and the domain name it is registered with does not give Squarespace access to remove or take the overall website down.

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

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  

  On Tuesday, June 18th, 2024 at 5:00pm, my e-mail inbox finally received a response from the offending website.  It asked me to please provide my NPI number in order to ensure the removal of my information from their website.  About 7:20pm that day, I replied with my NPI number with a thank you.  Around 7:40pm, I googled my name and checked the search result for this website.  Upon clicking on the link, the page that appeared said, "details removed".  Finally!  On Friday, June 21st, my inbox received an e-mail from **************** at Squarespace saying, "I am happy to bring you some good news"  that the domain owner was taking action to remove my information from the site.  I said replied to say,  "Thank you-- finally!  Hopefully nothing else comes up involving my private information from this website or any others that happen to be registered with Squarespace, so I don't have to bother you again."  

  It am glad that action was finally taken, although it was a very long slow process to achieve the end result (from 3/29/24 to 6/18/24).  I truly hope I don't have to go through this again.  
   
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/08/2024

  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.

  We attempted to cancel an autorenew subscription and domain renewal. They cancelled the domain but charged us the more expensive subscription renewal (the 2 parts work together and the website does not work without both parts being renewed each year). They will not refund the money for the auto renewal that we tried to cancel even though they can see we were trying to stop the auto renewal of the website by the fact that they turned off the domain. There is no customer service line to contact for human consideration of the issue. They just require you to fill out an online form. The attachment shows that they expired the domain because we turned off the auto renewal but they went ahead and charged us for the subscription that doesn't work without the domain.

  Customer Answer

  Date: 04/09/2024

  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:04/08/2024

  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.

  The advertised price of $12/year to obtain the domain and then during Credit card transaction the squarespace price shows $8 discount for the first year and then $20 annually next year. Square space must declare -first year price ,before purchase decison not during the CC transaction.Intention is to declare all info upfront.

  Business Response

  Date: 04/08/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated April 8th, 2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with the way we display our pricing.
  We appreciate *** ******** attention to this matter. We take great effort in being transparent with our pricing and have an extensive ************ where we try to answer any questions customers may have about our products and services, including pricing and billing. 

  
  Pricing for domains varies, so we have created a landing page where customers can check their domains availability and see the cost of the domain in question. When available domains are listed you are able to see the discounted price and the full price of the domain. 

  
  To *** ******** point, once you choose the domain that you want to purchase, you are routed to the checkout page and we call this out as a First Year Discount. 

  
  We understand *** ******** frustration with this and appreciate him taking the time to reach out with feedback so we can continue to work on improving our services over time. 

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

  
  

• Initial Complaint

  Date:04/05/2024

  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.

  ******************************* ******************* **************************** Director/Manager of **** *********************************** ************ Our organization is a non-profit corporation, **** 25 35, dba Thoughts And Prayers In Action.org The domain purchased was: thoughtsandprayersinaction.org I began this relationship in March and April of 2023. Feb 25th of THIS year I received a notice of non-payment. Our organization is listed in ************ Secretary of ********************** We had listed on SquareSpace with the domain name and a site. The credit card used to pay for the initial subscription had to be locked. The card was Barclays AAdvantage account ending in ******** We have other cards and methods of payment.Squarespace is NOT reachable after over 50 attempts to contact customer support. One cannot get the support website to load.I am HAPPY to pay any and all ******** for services rendered. The blockage is affecting our domain, our site, and our credit history. I WANT TO PAY THEM ! THEY ARE IMPOSSIBLE TO REACH. They say you can TALK to someone. There are NO phone numbers, anywhere. The support site will not load. This is harming me and they are unreachable. If someone will SPEAK with me I am happy to pay what I owe, and solve this. THANK you,*******************

  Business Response

  Date: 04/11/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/5/2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they are unable to contact us in regards to their domain and website not being active.

  Please be advised that our records indicate the customer did not contact ********************** about their domain or account until the date this complaint was filed. Subscriptions can be reactivated with the steps publicly available in our Knowledge Base. Further, we offer 24/7 365 day support through chat and email as options, it seems the customer was looking for a phone number which is not an option at this time.

  We have followed up directly with this individual today 4/11/2024 to provide clarification on our policies as well as the next steps they need to take if they choose to resume their subscriptions. 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 to reactivate their subscription,, 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:04/01/2024

  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.

  Tried to get assistance with their product and never received any. They refuse to help me because of my religion.

  Business Response

  Date: 04/02/2024

  Dear *****************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated April 1, 2024 regarding a complaint submitted to the Better Business Bureau by **************************************. In the notification, the complainant notes that they were unable to receive support from our customer support team and that they feel this is due to religious discrimination.
  
  Please be advised that the customer reached out to our customer support team via Live Chat outside our operating hours for Live Chat. While attempting to initiate the chat, they interacted with our chat bot which stated, live chat is currently closed, please fill out the form below to send us an email. We responded to the customer via email and answered the question they asked when attempting to initiate the chat.
  
  Additionally, we take reports of discrimination of any kind very seriously, but I was unable to find any mention of religion in any of the customers past cases that I reviewed.
  
  We have followed up directly with this individual today, April 2, 2024 to provide clarification on our Live Chat hours and refund policies, address their concerns about religious discrimination, and offer any additional troubleshooting assistance. The support ticket number ******* can be referenced going forward. It is important to note the customer has reached out to, and successfully received assistance from, our customer support team multiple times in the past.
  
  We will now consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ********************
  Customer Support Lead
  ******************
  

  Customer Answer

  Date: 04/04/2024

  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 still being discriminated by squarespace today.  I reached out to customer service and they said their is an error on their end and will get back to me when it is fixed which they never did.  I also feel it is discriminatory for me to pay full price while only getting a portion of the features I paid for.  For example I am not able to have custom header navigation on my site which is why I asked for a refund but was refused.  I dont get acceptable customer service and I also dont have access to the features I paid for. The company looks like a scam at this point.  In addition to squarespaces low bbb grade , low trustpilot rating I give them a failing grade as well.  

   

   

   

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

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

  Business Response

  Date: 04/12/2024

  Dear *****************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated April 11, 2024 regarding additional concerns submitted to the Better Business Bureau by **************************************. In this notification, the complainant states their dissatisfaction with our product and customer support, and that they are being discriminated against.
  
  Our records indicate the customer has continued to reach out to, and successfully receive support from, our customer support team in both email and Live Chat since the original complaint on April 1, 2024. In all of these cases, the customer received timely and thorough support.
  
  Additionally, after a thorough review, I wasnt able to find  an interaction where an error was identified on our end, but I did find a Live Chat where a followup email was promised to allow for additional troubleshooting. For your reference, the Live Chat ticket number is ******* and the followup email ticket number is *******.
  
  If the customer is not receiving our emails, they may need to check their spam folder or reach out to their email provider.
  
  Regarding the customers request for a refund, we dont offer refunds for site errors or other issues per Section 12 of our Terms of Service:
  
  ********************************************************
  
  In some cases, customers are entitled to full or partial refunds upon the cancellation of their subscription or subscriptions, depending on the situation. Customers can cancel their subscriptions at any time.
  
  Lastly, and as stated in my first response, we take reports of discrimination very seriously, but I was unable to find any instances of discriminatory behavior in any of the cases I reviewed.
  
  I reached out to the customer directly on April 2, ************************************** their original complaint, however, I have yet to receive a response. That ticket number is *******. I reached out again today, April 12 ************************************************************************** case our messages are not reaching them.
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  

  ********************

• Initial Complaint

  Date:03/22/2024

  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 ****** Domain was acquisitioned by Square Space. They promised me that my website data would not be effected. To-date, I have requested from customer service to gain access to my domain and my website data. I have received no reply or response from the business. I wish for them to contact me immediately by phone and repair my digital data and provide the service they promised. They have NOT fullfilled any obligations they were required to fullfill.

  Business Response

  Date: 03/22/2024

  Dear ***********************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/22/24 regarding a complaint submitted to the Better Business Bureau by ***********************************. In the notification, the complainant notes that they are unsatisfied with their custom domain management and website data.
  
  Please be advised that our records indicate the customer did not contact **********************. Further, we offer 24/7 365 day support in case they need to reach out in the future.
  
  We have followed up directly with this individual today 3/22/24 to provide clarification about their custom domain ******************** and who to contact for the best support. To help clarify, the customers custom domain is currently managed by a third-party service named GoDaddy. I believe theres some confusion on who to reach out to in regards to the registration and management of the custom domain ********************. Ill ensure I clarify and gather as much information to help point them in the right direction. 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 and provides further details on their domain in question, Ill be able to target their issue and point them in the right direction in order to manage their domain as needed. As of right now, the custom domain ******************** is currently registered to a third-party domain called GoDaddy. 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: 03/31/2024

  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:

  Hello, square space is the one who has not fulfilled their business obligation. They are the ones confused. The domain is NOT from godaddy. We do have a domain for ******************** but the complaint comes from a ****** domain tbcwellbesscenter.com. I have explained this via email after they finally reached out from the bbb claim. 
  

  I contacted square space via their website help form on 3/18/24, 3/19/24, and 3/20/24. Which has todate received no response from them. 
  

  Square space continues to quote misinformation and avoiding their obligations to provide us our digital data and asset they obtained from ******* Go daddy has nothing to do with their acquisition of our ****** domain and our data we had built on ****** domains. 
  

  I have explained this in email to them and they refuse to acknowledge it or respond with helpful information for resolution. 
  

  Square space  does not offer any phone number to contact them directly to resolve. I have requested they call me to help sort this out. They have neglected to do so to date. So therefore we reject their willful and intentional negligent response. 
  

  To date we are still missing our data they acquired from ****** for tbcwellnesscenter.com. 

   

   

   

   

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

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

  Business Response

  Date: 05/03/2024

  Dear ***********************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/2/24 regarding a complaint submitted to the Better Business Bureau by ***********************************. In the notification, the complainant notes that they are unsatisfied with their recent domain migration from ****** over to Squarespace.
  
  Please be advised that our records indicate the customer did reach out on April 2nd, 2024 (ticket reference *******) about the same issues. We did successfully respond on the same date, but did not hear back from the customer since their initial first response. Further, we offer 24/7 365 day support in case they need to reach out in the future.
  
  We have followed up directly with this individual today 5/3/24 to provide clarification about their Squarespace managed custom domain tbcwellnesscenter.com, clear up the confusion with GoDaddy, and provided clear expectations on who to contact in regards to their main concerns about website data and content. 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.
  
  To resolve their issues with their previous website data, theyll need to directly reach out to ******s support team as this specific scenario is outlined by ****************** Once the customer speaks with ******, they should be able to address their specific concerns theyve outlined in their BBB complaint. We will then consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:03/19/2024

  Type:Billing 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 previously had a website with Squarespace. I forgot about it and canceled it after they automatically charged me. They just charged me the same amount again even though I do not have a website at all.

  Business Response

  Date: 03/20/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated March 19th, 2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are requesting a refund for a website that they were automatically charged for.

  
  Please be advised that our records indicate the customer did not contact ********************** to cancel the subscription in question until after they had been charged. 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 March 20th, ************************************************************************************* cancelling the subscription on their behalf and reverting the charge. 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
  ******************
  

  
  

  Customer Answer

  Date: 03/21/2024

  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:03/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account and bought a domain name on 3/8/2024. The site was so confusing that I tried to cancel the same day. The site kept telling me that my email was invalid, so I could not confirm the deletion of my account. They charged me twice for both the site and the domain. I tried to reach out to the company, but they made it very difficult. I called but got a message that they would call me back. Never did! They owe me $100 dollars.

  Business Response

  Date: 03/18/2024

  Dear ***********************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 13 March 2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant expressed their wish to receive a refund.
  
  The customer has since received their requested refund when they contacted our general support team via live chat on 14 March. Furthermore, I have processed an additional refund as a gesture of courtesy. At this stage, the customers refund request has been fulfilled.
  
  We have followed up directly with this individual today, 18 March 2024, to confirm our receipt of their complaint and confirm their refunds have been issued. The support ticket number #******* can be referenced going forward
  
  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:03/05/2024

  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.

  We started a website with Squarepace in March. They advised us to provide our banking information when we had our first sale. We sold 3 musical instruments so we gave them our banking info. They sent us a vague email with words like if, sometimes, and maybe requesting bank statements from us. We contacted our bank and they advised us it was ridiculous for someone to want your bank statement just to pay you the money they collected when they sold your property. We canceled the banking information and resubmitted it only to receive the same goofy email. We are having to contact our customers to pay us directly because Squarespace keeps your money. We have tried repeatedly to get a human to fix this but their customer service is non existent. How do they expect us to stay in business when they keep our money from every sale we make? Thank you. ***************************** from *****************

  Business Response

  Date: 03/06/2024

  Dear ***********************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/5/2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with the requirements and setup process related to our Squarespace Payments tool.
  We have followed up directly with this individual today 3/6/2024 to confirm they successfully auto-passed the verification process required by our Squarespace Payments tool via their latest bank connection. They should be all set for now. 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
  ******************