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:05/23/2025

  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 has held my funds from my business now for 23 days. They state that the first payout would be received by ***** days after connecting my bank account. On day 19 they asked for a bank statement, which I uploaded. They said 1-2 days after that, payout would happen. As of today, 23 days have passed with no resolution, support cannot help, they have no idea why my nearly $30k has not been sent. I'm at my wits end with this company unlawfully holding MY money and collecting interest on it. I demand them to payout my funds or explain the delay.

  Business Response

  Date: 05/23/2025

  Dear BBB Complaint Services, 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/23/2025  regarding a complaint submitted to the Better Business Bureau by **** ****** In the notification, the complainant notes that they did not receive their payout of $29,266.82.

  Weve reviewed this request and our team can confirm that this will be paid out on 5/25/2025.

  We have followed up directly with this individual today to provide a resolution.

  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 receives the funds, we will consider this matter closed. 
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** *.
  ******** ******* ****
  ******************

• Initial Complaint

  Date:05/23/2025

  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 purchased the domain *********** from Squarespace for a full year on April 23, 2025.On May 20, 2025, Squarespace issued an unauthorized refund and revoked my access to the domain without my consent or any request from me.They removed the domain from my account dashboard and blocked transfer by enabling clientTransferProhibited.WHOIS records confirm the domain is still registered through them and active until April 2026.Despite providing identification, receipts, and multiple support requests, Squarespace has not restored my access or provided any valid justification.This has caused significant business damage, communication disruption, and financial harm.I am seeking either full access restoration or immediate domain release (EPP/transfer code).I have already filed a formal complaint with ***** and am now escalating this matter publicly.

  Business Response

  Date: 05/23/2025

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/23/2025 regarding a complaint submitted to the Better Business Bureau by *** ******. In the notification, the complaint notes that their domain *********** was revoked from their account.

  
  They have an open ticket being reviewed by our Trust & Safety team and will be addressed as soon as possible.

  
  We have followed up directly with this individual today 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.
  

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

  Customer Answer

  Date: 05/29/2025

  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 am writing to express my strongest complaint against Squarespace, a company that has not only failed to provide basic customer service but has also directly caused material damage to my business by unjustifiably revoking access to a domain I legally owned and paid for (***********), without my request or consent.
  
  I purchased the domain for a full year and owned every right to it. Yet, without prior notice or explanation, Squarespace issued a refund (which I did not request) and stripped me of access to the domain that was vital to my business operations.
  
  This is not just poor service this is theft. I have lost time, credibility, and potential business due to their actions.
  
  When I tried to get support, I was met with dismissive, automated responses and passed from one team to another with no resolution in sight. This is systemic negligence. Their Trust & Safety team has failed to follow up, and their supervisors offer vague apologies without action.
  
  It is unacceptable that a ****************** can arbitrarily seize property from a paying customer and get away with it.
  
  I urge the BBB to take serious action and investigate Squarespaces policies and practices. They are damaging small businesses and eroding trust in American digital services globally.
  
  I request an immediate restoration of my domain or compensation for the damage theyve caused to my business.  

  Sincerely,
  *** ******
  

  Business Response

  Date: 06/04/2025

  Dear BBB Complaint Services, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/3/2025 regarding a complaint submitted to the Better Business Bureau by *** ****** In the notification, the complaint notes that their domain *********** was revoked from their account.

  
  The ticket has been resolved by our Product Support team who has reinstated their domain on May 29th and *** ****** should have access to this.

  
  We have followed up with the customer today to update them on their case. The support ticket number #******** can be referenced going forward as this is where we resolved it. We also personally reached out to them through ticket #******** to let them know that this is resolved.

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

  
  

• Initial Complaint

  Date:05/19/2025

  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 am filing a complaint regarding multiple unauthorized domain renewal charges processed by Squarespace following their acquisition of ****** Domains. Despite my efforts to manage my domains through the dashboard, I was not given clear or visible notice that auto-renew was enabled. No obvious option was provided to disable this feature. As a result, I was charged for multiple domain renewals throughout 2025 without my informed consent. I have attached screenshots proving that the renewal status was not properly displayed on my dashboard.The business has not adequately resolved the issue. Although I received a provisional credit for one month, this does not address the full extent of the unauthorized charges. I am requesting a full refund for all domain purchases made in ********* are the relevant transactions: (in Colombian pesos)Jan 7, 2025 *** ********* #********* Jan 22, 2025 *** ********* #********* Feb 22, 2025 *** ********* #********* Mar 22, 2025 *** ********* #********* Apr 22, 2025 *** ********* #********* May 19, 2025 *** **** (provisional credit) #********* The nature of this dispute is unauthorized auto-renewals due to inadequate disclosure and lack of user control following the platform transition. I am prepared to escalate this issue further if necessary.

  Business Response

  Date: 06/03/2025

  Dear ******,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated May 20th regarding a complaint submitted to the Better Business Bureau by ***** *****. In the notification, the complainant notes that they are unsatisfied with our billing policies.
  Please be advised that our records indicate the customer did not contact ********************** to cancel the subscription in question until after the refund window had passed. Subscriptions can be cancelled at any time with the steps, as well as refund policies, publicly available. Further, we offer 24/7 365 day support.
  We have followed up directly with this individual today June 3rd to provide clarification on our policies. I can confirm that we have made an exception to our refund policy and refunds for 2025 had already been issued. and to confirm that the refunds were already issued. 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: 06/04/2025

  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:05/19/2025

  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 business website's domain, ******************, was opened with Webflow and maintained by Webflow until recently when the domain migrated to Squarespace. I received an email from Webflow on 4/26/25 saying that my domain would be renewing and payment would be charged to my AMEX on 5/23/25. As of this morning I cannot access my business email or my website. I have contacted Squarespace to let them know they requested a send a copy of my drivers license and a copy of a bank/credit card statement showing my last payment for the domain. The last time I made my annual payment was 5/23/24, prior to the migration to Squarespace. I am now being told that they cannot help me unless I show a charge from Squarespace. Well, I don't have one because I pay annually and my last payment was when the domain was still with Webflow. This is deeply affecting my ability to do business. I cannot find a phone number to call Squarespace. You can only contact them by emailing a request through their website.

  Business Response

  Date: 05/20/2025

  Dear ******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/19/2025 regarding a complaint submitted to the Better Business Bureau by ******* ***** ******. In the notification, the complainant notes that they are unable to log in to their account associated with their domain to renew their subscription. The complainant states that they are unable to provide the verification documentation that is being requested to continue forward. 

  
  After review, it appears the customer had an active case that was being worked through at the time of this complaint. The support ticket number ******** can be referenced going forward. 
  
  In the aforementioned support ticket, the customer has been able to restore their access to the account and successfully renew their domain. 
  With the domain now renewed and account access restored, we will consider this matter closed. 

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

  
  Sincerely,

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

  
  

  Customer Answer

  Date: 05/20/2025

  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]

  While I had to jump through a number of hoops to restore my account through links sent by customer service, I still have not received direction on how to access my account through a password change. I am still unable to login through Squarespaces main login page. This will most certainly cause issues going forward, for example, when my current credit card on file expires. I require assistance to gain account access through the main login page. This assistance has not been offered to me. Additionally, this process took literally hours because the only form of communication offered is email correspondence. This situation could have been resolved much sooner, with less disruption to my business, if I could have spoken with someone on the phone.

   

   

   

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

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

  Customer Answer

  Date: 05/27/2025

  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 was sent a link on 5/23/25 to reset my password. I was out of the office 5/23/25 to 5/26/25, for the Holiday weekend. The link has now expired. I have reached out to ask for a new link.

   

   

   

   

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

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

  Business Response

  Date: 06/02/2025

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/2/25 regarding a complaint submitted to the Better Business Bureau by ******* ***** ******. In the notification, the complainant notes that they were in the process of recovering access to their Squarespace account, but the password reset had expired during that period. 
  
  We have followed up directly with this individual today to provide clarification on our password reset process and re-sent a new temporary password to help them gain access once again.
  
  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.
  
  The customer should be able to reset their password and access their account as expected moving forward. From here we will consider this matter closed. 
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  **** *.
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying the edit my pages and it is not working. the online help is not working. cannot get customer service person to talk to me. services that are adverised are not offered and company does not resolve my issues. tried to call online number and cannot get an answer. please resolve. company is chasing me money for services that they adverse by fail to provide. complete scam

  Business Response

  Date: 05/18/2025

  Dear ******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/17/2025  regarding a complaint submitted to the Better Business Bureau by ******* *********. In the notification, the complainant notes that they are experiencing issues editing their site and are dissatisfied with the support being provided.  

  
  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. In this case, our team have been able to provide proper troubleshooting and the customer's issue has been resolved. 

  
  We have followed up directly with the customer today to acknowledge receipt of this complaint and to confirm a resolution has been provided. The support ticket number ******** can be referenced going forward. 

  
  With the issue now resolved by our support team and the customer feedback taken into consideration, we will consider this matter closed. 

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

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

  
  

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service 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 had to discontinue using squarespace after reaching out to technical support last year. I was unable to set up the online payment system. I never heard back from customer support. As of today an attempt was made to bill me and the transaction was declined by the **** for insufficient funds. I did not allocate any more funds to squarespace due to the fact I already previously spent about the same amount to discover that the online setup could not process be setup as I needed. Im disappointed I never heard back from squarespace regarding the issue or during the time was not reimbursed or the matter *********** this time I am requesting squarespace stop all payments and resolve the prior matter.

  Business Response

  Date: 05/16/2025

  Dear ******,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 05-15-2025 regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant notes that they are being charged for a site that has been canceled and never received a response to an earlier interaction. 

  Please be advised that a Squarespace account could not be found for this customer using the details provided. Without additional account details, such as an alternate email address used for their Squarespace website or the domain name, we are not able to investigate and assist with this request.

  We have reached out to the customer via the email address provided. Ticket number ******** can be referenced moving forward. 

  Once the customer provides the additional detail we can investigate their concerns and work towards a resolution. Should you require any additional information, please do not hesitate to contact us.

  Sincerely,

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

• Initial Complaint

  Date:05/13/2025

  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 has been holding my funds for close to 30 days with no resolution on how I can be paid out. I connected a new bank (which connected successfully) but Im still unable to cash out my balance. Ive spoken to online representatives several times, each one stating that the matter would be escalated but the issue is never actually resolved.

  Business Response

  Date: 05/16/2025

  Dear ******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/13/2025 regarding a complaint submitted to the Better Business Bureau by ******** ***** In the notification, the complainant notes that they have not had their funds released from Squarespace Payments and have not received a clear response as to why. 

  
  We have located the customers active case with our support team. This case has been escalated to our Payment Operations and Risk Team who have resolved the issue. 

  
  The support ticket number ******** can be referenced going forward. 

  
  With the account not operational as normal, once funds have been released we will consider this matter closed. 

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

  
  Sincerely,

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

  
  

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising 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.

  My business had purchased a domain through ****** workspace about 2 years ago. Last year that division of ****** was bough out by squarespace and so all of the renewal process of the domain is handled by squarespace. But yesterday my domain expired and there is conflicting messages between both parties. ****** says that my domain is active, while squarespace says the domain is expired and will be automatically renewed by ******. Squarespace mentions this but does not give me any options to renew the domain through their website. While this is happening, my company is currently without and email service as we depend on the connectivity of the domain. We are severely limited in our day to day operations; leading to losses of business and opportunities in the thousands of dollars. The domain in question is ****************. Additionally, squarespace nor ****** offer any kind of human support to resolve this issue. only chatbots and trauining documents that do not help at all. All I am looking for is for squarespace to share the domain transfer code with me so I can stp using their service. I would do that on my own, but I cannot use my email associated with the squarespace account without a valid domain.

  Business Response

  Date: 05/13/2025

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated May 13th 2025, regarding a complaint submitted to the Better Business Bureau by ******** ****** In the notification, the complainant notes that they were having trouble reactivating their expired ****** Workspace resold domain through Squarespace, and wants to transfer their domain to another provider.
  
  We have followed up directly with this individual today to guide them through the process of reactivating and troubleshoot any issues as needed. Once the domain is reactivated, they will be able to transfer the domain elsewhere.
  The support ticket number #******** can be referenced going forward. It is important to note the customer had an active case with our support team (which had a response), at time of their complaint. However an alternative functioning email was not provided, so our response likely did not land in their inbox.
  
  Once this customer reactivates their domain and initiates the transfer process, we will consider this matter closed. 
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** **
  ******** ******* ****
  ******************
  

  Customer Answer

  Date: 05/16/2025

  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:05/12/2025

  Type:Sales and Advertising 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 set up my website with Squarespace last month on April 16, 2025. I also initiated to use their squarespace payment processing service called squarespace payments. I've had sales come in and it's taking way over the time span for their verification process time to payout my revenue to my business bank account. I've been waiting for almost a month now They are withholding more than $8k of revenue for no reason. They refuse to give a clear reason as to why this is happening, and they do not respond to emails. I've reached out to customer support on 5/4/2025 and they havent given me an explanation as well

  Customer Answer

  Date: 05/14/2025

  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:05/12/2025

  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 am filing this complaint due to Squarespaces negligent customer service, poor billing practices, and the business loss I suffered as a result.On April 23, 2025, I contacted Squarespace to downgrade from their legacy "Professional" plan to the current "Core" plan, which costs less and includes only the features I use. Their representative confirmed that I could make the switch, but failed to offer any streamlined process for moving off a deprecated plan. Instead of updating my plan as requested, they informed me that I would need to cancel my existing subscription myself, wait for a refund, and then resubscribe. This requirement was not only burdensome but ultimately led to my website being down for multiple days, during which I lost revenue as I run a tourism business that relies entirely on my sites visibility and functionality.When I canceled the plan and attempted to resubscribe, the new plan options (including the "Core" plan I was told to choose) did not even appear on my account. I notified ********************** of this issue immediately and requested urgent help, but received no reply for three days.During this period, I sent multiple follow-up emails requesting assistance and asking if there was any way to temporarily restore the site while the issue was being resolved. These requests went unanswered. When I finally received a response, I had already lost an entire weekend of business. Despite this, Squarespace refused to offer any form of credit, refund, or meaningful apology, citing their Terms of Service instead of taking accountability for the disruption their transition process caused.I made every effort to follow their instructions in good faith and to communicate promptly and clearly. Squarespaces system failures and unresponsive support left me with no site, no compensation, and no reasonable recourse an appalling way to treat a paying customer.

  Business Response

  Date: 05/14/2025

  Dear ******* 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/12/2025 regarding a complaint submitted to the Better Business Bureau by ****** *****. In the notification, the complainant notes that were dissatisfied by the support provided when working to change their website subscription.

  
  After reviewing this case, we have gone ahead and issued a balance to the customers site as a good faith gesture. 

  
  We have followed up directly with today to recap the case and confirm that the balance has been applied to their account.  

  
  The support ticket number ******** can be referenced going forward. 

  
  With the case reviewed and balance issued, we will consider this matter closed. 

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

  
  

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and despite there being little to no acknowledgement for how the situation was handled, or the harm it caused, I accept that a refund is the best Im going to get. This resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****