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:05/11/2025

  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.

  This happened between January 2024 and April of 2025 1) In December of 2023, I allowed a blog and e-commerce store to expire with Squarespace.2) At that time, I also allowed my domain, ******************* to expire with ******* Domains" which was being bought by Squarespace.3) At that time, I also had a ******* Workspace" account, ************************* which I was paying $12.00 per month. My intention was to let that expire as well. I.e. I allowed the domain to expire, and the domain is what I used to create a ****** Workspace account; one is not possible without the other.Over the course of the next 16 months, I was charged various amounts by ****** Domains (Squarespace) for $12.00 (later up to $17.81 per month). The charges were listed as coming from Squarespace. I confirmed I no longer had payment details with Squarespace, but the charges ************ May of 2025 I inquired with Squarespace support to figure out why/how I was still being charged. It was at this point I was informed I was being charged for access to an account *************************** for a domain I had not had authorized access for (*******************), for 16 months.I asked Customer Support (Trouble ticket ********* if I would have been able to send emails from that email address, even though I did not control the website. ** refused to answer. I also asked for a "good faith" partial refund due to fault on both sides. Squarespace refused this as ******* effect: Squarespace charged me the "ability" to send emails, from a domain I was not authorized for 16 months.Either:1) I had the "right" to access the domain, and send emails from it Or 2) I did not have rights to the domain, and could not have sent emails from it - and should NOT have been charged for it.I am now requesting the full amount, $219.03, be refunded to my bank account.

  Business Response

  Date: 05/14/2025

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/12/25 regarding a complaint submitted to the Better Business Bureau by ******* ****. In the notification, the complainant states they were incorrectly charged for an expired ****** Workspace subscription for the past year. After review, the subscription was never canceled which explains why the customer continued to be charged. All ********************** subscriptions are independent of each other, so while the custom domain is required for signing up for ****** Workspace, the domain expiring does not automatically cancel the ****** Workspace subscription, as they are independent of each other within Squarespace. 

  
  We have followed up directly with this individual today 5/14/25 to confirm the policy and explain the charged. We also offered a refund of all 2025 ****** Workspace payments as a one-time exception to our policies. The support ticket number #******** can be referenced going forward.

  
  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:05/09/2025

  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.

  We are a nonprofit church (********************************) trying to regain access to our domain, ********************, which is managed through Squarespace. The original domain owner is no longer associated with the church, and weve repeatedly informed Squarespace of this. Weve submitted multiple forms of documentation, including IRS nonprofit verification, vestry minutes, leadership confirmation, and are continuing to provide more per their request.Despite our cooperation and good faith efforts, Squarespace has either ignored our emails or responded with boilerplate requests that weve already explained we cannot fulfill due to the circumstances. We are now completely locked out of our domain and church email system and cannot serve our community.We are asking Squarespace to:Escalate this issue to someone capable of handling account recovery for nonprofit entities.Accept the alternate forms of verification weve provided.Restore our access to the domain weve rightfully managed and used for years.Desired Resolution:We want access to the ******************** domain restored or transferred to verified church leadership.

  Business Response

  Date: 05/09/2025

  Dear *******

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 05-09-2025 regarding a complaint submitted to the Better Business Bureau by **** ******. In the notification, the complainant notes that they are unsatisfied with the process of transfer ownership of their domain.

  The customer has an active ticket open with us, where our team had been working through their domain issues. Ticket number #******* was appropriately escalated and our team has been communicating with a point of contact using the email address listed. Our last response asks the customer to provide an alternate email address to transfer domain ownership so we can avoid communication issues in the future. 

  At this time the customer has not responded to our ticket. As soon as the customer responds we can process this transfer and consider the complaint solved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** **
  ******** ******* ****
  ******************

• Initial Complaint

  Date:05/05/2025

  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.

  To Whom It May Concern,Im filing a complaint regarding Squarespaces mishandling of my websites billing pause and the severe damage it caused to my brands visibility, ****** ranking, and overall business ************ siteHandle with Bear (******************)ranked #1 on ****** for its brand name. After a brief billing delay, Squarespace took it offline without any urgent warning about permanent SEO consequences. Despite paying in full and having a unique brand name, my site became completely unsearchable. It was as if it never existed. Only recently, after personally implementing SEO strategies, has it begun reappearingbut with a severely diminished ranking.Squarespace repeatedly offered vague explanations about ******s algorithm, but has refused to acknowledge any responsibility. They failed to warn me that ****** would drastically de-index my site during downtimea consequence that undermined my company's credibility, blocked me from applying to jobs, investment opportunities, and cost me needed stability. For a platform built to support businesses, this lack of transparency is unacceptable. Adding to this, Squarespace's platform tried to force me (on two occasions) to double pay for access to my linked ****** Workspace email account. I had to email SquareSpace for over a month to resolve. Their runarounds and lack of care, clarity or help left me feeling helpless, unsupported (despite paying them), devoid of a thoughtful resolution, and unsearchable online. This experience has impacted my livelihood dramatically. I am requesting: 12 months of free hosting credits Hands-on SEO assistance from a Squarespace expert to help recover my prior visibility ************** acknowledgment that billing downtime causes lasting SEO harm Entrepreneurs deserve clear warnings when a billing issue can trigger long-term search engine consequences. Squarespaces failure to do so directly harmed by startup.Sincerely,******** ********* ******************

  Business Response

  Date: 05/18/2025

  Dear *******,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated May 6th regarding a complaint submitted to the Better Business Bureau by ******** *********. In the notification, the complainant notes that they are unsatisfied with our billing policies and the affects that lapsed accounts can have on *******
  Please be advised that we have been in contact with the customer, and our team has been in touch to provide information and give some advice. Weve also passed on Cristinas feedback to our development team to look into potential changes in how we explain things, and issued a credit to her account.
  We have followed up directly with this individual today May 18th to ensure that weve provided all the support we can. 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 are now considering this complaint to be solved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  *** *.
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 06/03/2025

  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:

  Hi *******,
  
   
  
  I hope youre well and thank you for follow up message yesterday. Im writing to follow up regarding reference ID #********.
  
   
  
  I wanted to let you know that Ive sent the below email to Squarespace today outlining the full extent of the issues I experienced, as well as what Im still hoping to resolve. My reply was delayed because I needed time to thoroughly investigate and correct the visibility problems on my own, as their support team was unable to identify the root cause. Apologies for responding just outside of my designated window. 
  
   
  
  I felt it was important to fully understand and fix the situation before following up, so I could clearly explain what had happened and what I believe is still owed to me. That message has now been sent, and Ill be sure to keep you updated on any developments, if that works with you.  
  
   
  
  Thank you again for your support throughout this process! 
  
   
  
  Warmly,
  
  ******** *********
  
  ****************** 

   

   

   

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

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

  Business Response

  Date: 06/13/2025

  Hi *******,

  My name is ***, and I am the Squarespace Supervisor who has been dealing with this BBB Complaint. 

  I can confirm that we have been in touch with the customer here, and have resolved her issues. If she has any further queries, there is an open line of communication. We consider this matter now resolved.

  Kind Regards

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

• Initial Complaint

  Date:05/05/2025

  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.

  Opened a customer care case with ********************************* because my domains were transferred there from ****** without my consent and I am unable to log in to access them. Support unhelpful. Now I see charges on my card for domains that I would have transferred out (or canceled) and see Squarespace never assisted in recovering access to my account. I want assistance having my domains moved out of Squarespace and all charges from Squarespace reversed.

  Business Response

  Date: 05/06/2025

  Dear ********** 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/5/2025 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 domain account and are not satisfied with the support provided to regain access. 

  
  We have followed up with the customer directly today to address the access issues for the their domain account. The support ticket number ******** can be referenced moving forward. 

  
  Our initial goal is to support the customer in regaining access to their domain account. Once this has been completed, we will assess the next steps the customer would like to take. Depending on what is possible, we will support the customer with transfer or cancellation of their domains. Once these steps are completed, we will consider the 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:

  While *** ** from Squarespace has been in touch, I still do not have access to my domains and he has not replied to my last two emails. They have not resolved this matter.

   

   

   

   

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

  
   
  
  
  
   
  

  Business Response

  Date: 05/29/2025

  Dear ********** 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/6/2025 regarding the response rejection submitted to the Better Business Bureau by ******** *********. In the notification, the complainant notes that whilst our team has been in contact, access is not yet restored to their domain. 

  
  We have followed up with the customer directly today via their open support ticket (********). We have re-sent password reset emails to ensure the appropriate steps have been taken for our customer to regain access to their account. We have confirmed that these emails have been delivered successfully. 

  
  Once we have confirmation that our customer has restored access to their account, we will consider this complaint resolved. 

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

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

  
  

• Initial Complaint

  Date:05/02/2025

  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.

  *********** is the reseller for ****** workspace and they have suspended my business email accounts for unknown reasons and will not allow us back in. All of my payments are current, I have sent bank statements and their billing shows we are current. There is no way to contact them, only email. This has completely decapitated my business. I have lost thousands of dollars and am paying IT thousands of dollars to try and fix it without resolution. We cannot communicate with patients or send medications or communicate with insurance. They will not help us and keep giving us the run around. We do not know what to do. I am going to loose my business if this is not resolved. I wish to be contacted by telephone and to speak someone from the business. Communicating via email is not acceptable.

  Business Response

  Date: 05/19/2025

  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 their ****** Workspace account was suspended and the support provided was not to their expectation. 

  
  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. This case was escalated on 5/2/2025 and I personally handled the communications with the customer to support in restoring access to the account. The support ticket number ******** can be referenced in relation to this communication. 

  
  Access to the ****** Workspace account was successfully restored and we have now considered this matter resolved.

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

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

  
  

• Initial Complaint

  Date:05/02/2025

  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.

  My domain name, "*********", was originally registered through ****** Domains, which was later acquired and migrated to SquareSpace. Unfortunately, I did not receive any notification about the migration, as it appears all emails from SquareSpace were filtered into my junk folder. I only discovered yesterday that my domain had expired due to outdated billing information. When I logged into my SquareSpace account, the domain no longer appeared in the domain ******* this point, I have no way to renew the domain. I tried using live chat support, but was redirected to a ticketing system. I have yet to receive a response and have seen many others report similar issues with support delays. I also posted in the community forum, but have not received any replies.Since this is a time-sensitive matter, I would like to resolve it as quickly as possible. I understand that there is typically a ***** period and a redemption period, usually up to 80 days after the initial expiration date, during which a domain can still be renewed.

  Business Response

  Date: 05/05/2025

  Dear ******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/6/2025 regarding a complaint submitted to the Better Business Bureau by ****** *******. In the notification, the complainant notes that their domain has expired and they need support in renewing it.

  
  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. After thorough review of this case by our Specialist team, the domain in question is no longer available for renewal.

  We have followed up with the customer today to notify them of this outcome and offer any additional support possible. The support ticket number ******** can be referenced going forward. 

  
  Once our customer has acknowledged this outcome and follow up questions are addressed, we will consider this matter closed. 

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

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

  
  

• Initial Complaint

  Date:04/27/2025

  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 signed up for a squarespace account on June 24, 2024 and paid for an annual subscription. Then I broke my hand and was unable to do any work on the computer for several months. In April of 2025 I reached out to Squarespace, explaining my situation (the accident, and my temporarily disability) and requested either a refund on the annual subscription, or a credit (so that I can return to my quest of creating a website after my next surgery in roughly July 2025). Long story short, a full year will have passed before I even have the physical capacity to use squarespace.The robots in Squarespace "customer service" denied my request, and didn't even fully read or comprehend my request. They just gave a flat no--a form letter, with robotic phrasing. To me, this is unjust and inhuman. In the days before AI and robots, humans working in customer service offered humane customer service. This is what I seek--a full refund, or a full credit for an annual subscription to be used when I am physically able. ***** you,

  Business Response

  Date: 04/27/2025

  Dear ******* 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/27/2025  regarding a complaint submitted to the Better Business Bureau by ****** **********. In the notification, the complainant notes that they are dissatisfied with the support provided when requesting a refund or balance for their website subscription. 

  
  It is important to note that we were unable to locate an active case, previous communication or a Squarespace account based on the information provided within the complaint. With this in mind, we have reached out directly to the customer to request further details to locate their account. The support ticket number ******** can be referenced going forward. 

  
  Once we can locate the customer's account and take action on their request, we will consider this case resolved. 

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

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

  
  

• Initial Complaint

  Date:04/25/2025

  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.

  There are several problems:1. Restricted access to Digital Properties (Fraud and Theft)2. Consistently convenient restrictions to editing access after installing or using most up to date client 3. Consistent use of automation to avoid resolving disputes, including ***************************************** that does not function at all anymore, it says that the address no longer accepts incoming messages.4. Failure to respond to this logic: "Please confirm WHEN YOU HAVE COMPLETED THESE TASKS: THEY ARE NOT A REQUEST FOR REFERENCE MATERIAL, THEY ARE A SERVICE REQUEST, AS I AM ALLOWED UNDER THE SERVICE CONTRACT TO REQUEST.5. REFUSAL to add my Outlook client as a legitimate email client alternative to Workspace; I am paying a LOT of money for the right to use that client, and have been for more than seven (7) years. They are not supporting this option for customers effectively.

  Business Response

  Date: 04/28/2025

  Dear Arslan 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/26/2025 regarding a complaint submitted to the Better Business Bureau by ***** *. *******. In the notification, the complainant notes that they are not receiving their expected support to manage their domain subscriptions. Additionally, they have outlined concerns with reaching our support team, integration with Outlook and editing limitations. 

  
  We have followed up directly with the customer to explain our policies regarding verification and to request the required documentation to proceed with their domain management request. We have also requested further information regarding other concerns raised and clarified the best way to reach our support team moving forward. 

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

  Once we have successfully verified the customer and supported their domain related requests, this aspect of the complaint will be considered resolved. 
  
  Following receiving additional information regarding editing limitations, we will be able to do what we can to support by way of sharing additional information or supporting the use of our website editor. 

  Additionally, once we have further information regarding the issue that has been encountered, we can support the customer with their Outlook integration.

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

  
  

• Initial Complaint

  Date:04/23/2025

  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.

  Thieves stole my money using squarespace then issued a refund. Squarespace says it's taking 7 days to refund but the money was stolen from me and I need it back immediately. Not in 7 days or whenever squarespace feels like given it back...They intentionally have no phone number because they would be getting complaints all day from them withholding people's money that they do not have permission to have

  Business Response

  Date: 05/08/2025

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/8/25 regarding a complaint submitted to the Better Business Bureau by ***** ******. In the notification, the complainant states they were waiting on a refund from ****. When reviewing previous interactions, he confirmed in his last correspondence with our support team that he mistakenly thought the company in question was Squarespace but it is another company. 

  
  We have followed up directly with this individual today 5/8/25 to confirm if he still needs any support from Squarespace or not. The support ticket number #******** can be referenced going forward.

  
  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: 05/09/2025

  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.

  I would like to apologize to squarespace. I had someone steal from me and they blamed it on squarespace.   I found out later they had no part in any of it and were just blamed for someone else's actions.

  The matter has been resolved 

  Sincere apologies 
  
  ***** ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/21/2025

  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 based in *******, ***, but my Squarespace websites checkout still defaults to an Australian phone code (+61), and the scheduling system continues to display Australian time zones. I have updated all settings multiple times to reflect my U.S. location, but the issue persists. I have contacted Squarespace support through chat and email several times with no acknowledgement or resolution. I am unable to properly operate my business until this backend regional issue is corrected.

  Business Response

  Date: 05/06/2025

  Dear ******,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated April 22nd, 2025 regarding a complaint submitted to the Better Business Bureau by ****** *******. In the notification, the complainant notes that they are unsatisfied with the time and date in their backend being incorrect.
  We have followed up directly with this individual today May 6th 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.
  Once we receive the information we require to ensure that the customers issue is resolved, we will consider the matter closed.
  
  Sincerely,
  *** *.
  ******** ******* ****
  ******************