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:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Six kids wanted to build a website for a school project in December 2024. We decided to use **************************, which charges $9.57/year for the domain and $26.59/month for the website. We decided to subscribe for a month and made sure that we selected "auto renew OFF" when we paid for the first month, because the kids do not need it after the December presentation. However, despite that we disabled "auto renew" Squarespace continued to charge $26.59 in Jan 2025 and Feb 2025.

  Business Response

  Date: 03/03/2025

  Dear ******* 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/3/2025 regarding a complaint submitted to the Better Business Bureau by ****** **** In the notification, the complainant notes that they were unexpectedly charged for two months of website subscription payments after disbaling auto-renew. 

  
  Its important to note that the complainant had an active case with our support team. It appears that there was some confusion and the incorrect subscription had been disabled which resulted in the additional charges. 

  
  We have reached out with the customer directly to explain where the confusion was caused and why the additional charges we incurred. Additionally, we have decided to make an exception to our refund policy and issue a refund for January 2025 and February 2025 as requested. The support ticket number ******** can be referenced going forward. 

  
  Once this customer receives the refunds, we will consider this matter closed. 

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

  
  

  Customer Answer

  Date: 03/21/2025

  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.

  They charged twicewithout my authorization. I got one payment back through credit card dispute and after filing this complaint with BBB, they refunded the second payment and stopped future unauthorized charges.

  Sincerely,
  
  ****** ***
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/26/2025

  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.

  Square space is withholding additional funds from me- their customer - that is my money. They are claiming this is a reserve of $1500 and withholding until the end of the year. They will not give any answers or release any funds. They have access to my business bank account as a reserve and have in their fine print that this is an option. I need the rest of my funds immediately.

  Business Response

  Date: 02/28/2025

  Dear ******, 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/26/2025 regarding a complaint submitted to the Better Business Bureau by ******** *****. In the notification, the complainant references a reserve hold on their funds in relation to Squarespace Payments and requests its release.
  The complainant has an active case with our Payment Operations and Risk Team, currently under review. The support ticket number #******** can be referenced for further updates.
  
  As outlined in our Payments Terms, a reserve has been placed on a portion of the complainants funds as part of our standard risk management practices. This reserve is intended to account for potential chargebacks and refunds, particularly given the complainants business model, which involves high-value transactions, extended fulfillment timelines, and sourcing inventory only after customer payments are received. The reserve amount, currently $1,596.79, is in place to mitigate financial risk and ensure coverage for potential disputes, as chargeback timeframes can extend up to ******************************* the expected delivery date.
  
  It is important to note that the customer had an active case with our Payment Operations and Risk Team, which was being worked on at the time of their complaint. The team has remained in active contact with the customer and continues to work toward a resolution.
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** **
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:02/25/2025

  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.

  This is a formal complaint against Squarespace websites and its payment processing, regarding the withholding of nearly $10,000 in business funds for over a month with more coming in for processing. These funds are essential for paying our vendors and covering operational expenses, yet despite multiple attempts to resolve the issue, we have been met with unfulfilled promises, escalated tickets with no resolution, and an unacceptable lack of communication.Since the issue began, we have exhausted every avenue requested by Squarespace to rectify the situation, including:Providing all requested documentation (statements, routing numbers, ID, confirmations, and reconnections).Manually inputting and reconnecting account details per their instructions.Engaging in numerous customer service calls, online chats, and escalated support tickets.Following every recommended step, only to be told it is an "internal" or "coding" issue with no resolution timeline.Despite our proactive efforts, they have failed to provide a clear reason for the withholding, nor have they taken any action to release our funds. This has caused significant harm to our business operations, including late fees from our vendors and unnecessary financial strain that we should not be responsible ****** a business committed to maintaining financial responsibility and ethical operations, we find this situation completely unacceptable. We request an immediate resolution, including the prompt release of our withheld funds and a clear explanation for the ongoing issue. Improve their dispute resolution processes to prevent similar situations from affecting other businesses.We seek BBBs intervention in this matter to ensure that they take accountability for this failure and process our funds without further delay and follow legal regulatory avenues to protect our business. Please advise us on the next steps to ensure this matter is addressed in a timely manner.

  Business Response

  Date: 02/25/2025

  Dear *******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/25/2025 regarding a complaint submitted to the Better Business Bureau by *** ********. In the notification, the complainant has expressed their frustration with issues that they have encountered whilst connecting a bank account to ********************** Payments. 

  
  It is important to note the complainant has an active case with our Payment Operations and Risk Team which is being worked through at this time. The support ticket number #******** can be referenced going forward. 

  
  The Payment Operations and Risk Team have been notified of this complaint and are actively working with the customer to resolve a bug that has been encountered when connecting their bank account. The team are at the final stages of resolving this issue with the customer. Once the bank account is connected and the funds have been processed, we will consider this case resolved. 

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

  
  ***
  Customer Support Lead
  

  
  

• Initial Complaint

  Date:02/24/2025

  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.

  ****** had sold my domain name as well as my workspace account for my business to Squarespace. I used to be with Big Commerce for 3 months and was paying for a website that they were unable to bring to a live state. While I was able to contact and work with big commerce, and my current registrar Godaddy. I was unable to ever get in contact with Squarespace, which I never wanted to deal with in the first place. Squarespace has a "24/7" chat window of which I never received a response from. I have still yet to receive any emails from them on anything other than the recent ones on my workspace subscription getting suspended for lack of payment ( had a fraudelent chagrge on my business account and received a new card)I no longer have my password for squarespace and would like to be done with Squarespace as a whole. they suspended my account for non payment. I would prefer to shift to another company and support them as I will always turn people away from any products/services Square space provides.

  Business Response

  Date: 02/24/2025

  Dear BBB Complaint Services, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/24/2025 regarding a complaint submitted to the Better Business Bureau by ***** *****. In the notification, the complainant notes that they are dissatisfied with our customer support services when attempting to access their account. 

  
  Its important to note that the complainant has an active case with our support team which was opened on 2/24/2025 under the case number #********. 
  We have followed up directly with the complainant today to acknowledge their complaint and support in regaining their access to their account. The support ticket number ******** can be referenced going forward.

  
  Once the complainant is able to log in to their account and cancel their ****** Workspace subscription, we will consider this case resolved. 

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

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

  
  

  Customer Answer

  Date: 02/27/2025

  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:

   

  Email containing attachments from my banking institution were sent to Square Space support via the same email chain, as well as to *** ** confirming the sent documentation. This email was sent on Wed, Feb 26, 9:34?AM. I have sent multiple Bumps to the two email chains. I just want access to my account so I can transfer my business email to another company that I would prefer to work with.

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

  Business Response

  Date: 04/30/2025

  Dear BBB Complaint Services,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated April 29, 2025, regarding a complaint submitted to the Better Business Bureau by ***** ***** regarding a follow-up submitted to the Better Business Bureau by ***** ***** in reference to complaint ID# ********.

  The complainant states that documentation was submitted in February and that they have not received a response. They are requesting access to their account in order to transfer their business email to another provider.
  
  We have followed up directly with this individual today, April 30, 2025, to provide clarification on our policies and to continue the process of account recovery. While the customer did provide two documents previously, those did not meet our verification criteria, and we have since followed up to request documentation that includes the required information.

  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 we receive the necessary documentation and complete ownership verification, we will proceed with next steps, which may include a refund depending on the outcome of the verification. We will consider this matter closed once that process is complete.
  
  Should you require any additional information, please do not hesitate to contact us.
  
  ***** **
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:02/18/2025

  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.

  Squarespace is refusing to accept my direct deposit account information so I can receive payouts from selling through the web store and domain I purchased from them. I tried to attach my Venmo account by giving them the routing number, account number, a copy of the account statement provided by Venmo, and a copy of my photo ID for account ownership verification. Squarespace refuses to accept my Venmo account as a viable deposit account for our payouts, and is requiring us to use a bank account from one of the banks they have listed on their limited acceptable banks. We do not own a traditional bank account with any local physical bank let alone one from a bank on their list, and Squarespace is refusing to send our payouts even by paper check since they are refusing to accept the Venmo account information already provided. They pretty much told us that if we cannot provide the information they demand, then they will keep holding our payout forever. This is not ok! We should not have to contract with those specific banks to get our payouts, when we have already provided legitimate and verified account information for them to deposit to our ***** account. What they are doing is illegal!!!I am uploading email conversations, and screen shots to support my complaints.

  Business Response

  Date: 02/19/2025

  Dear Dispute Resolution Services, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/18/2025 regarding a complaint submitted to the Better Business Bureau ***** the notification, the complainant notes that they are not able to receive payments from their Squarespace Payments account. 

  
  Its important to note that the customer had an active conversation with our team at the time of complaint. Our customer has also recently spoken with our Payment Operations and Risk Team who have provided guidance on how to move forward. 

  
  We have reached out to the customer directly today, case number ******** can be referenced moving forward. We have informed the customer of the steps to connect a valid bank account to ********************** Payments so they can proceed. 

  
  Once the customer has connected a verified account and payment has been processed, we will consider the case solved. 

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

  
  *** ** 

  Customer Support Lead

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

  
  

  Customer Answer

  Date: 02/19/2025

  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:

  Squarespace still demands that I go open and or use a bank account with one of the large corporate banks they prefer instead of accepting my Venmo account information that has been verified with picture ID, account statement, and even a small deposit code verification. They still offer no other resolution, and is refusing to payout funds due.

   

   

   

   

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

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

  Business Response

  Date: 02/24/2025

  Thank you for the opportunity to respond to this complaint. We appreciate the importance of ensuring a fair resolution for all parties involved.

  
  We understand that the customer, ****** is frustrated with the payout process for their Squarespace Payments account. However, we must adhere to our standard security and compliance policies, which require that all payouts be sent to a valid bank account. Venmo is not a supported payout method for Squarespace Payments, as it is not a bank. This requirement is outlined in our support documentation: *******************************************************************************************************************************************************************
  
  After reviewing the customer's account (Ticket #*********, we can see that they previously attempted to connect two valid bank accounts:

  
  Net Spend All Access by *********
  OnPoint **********************

  
  We have repeatedly offered the customer guidance on how to finalize their payout setup, including a request for a recent bank statement that meets our standard verification requirements. The customer has declined to provide the necessary documentation and has insisted that we send the funds to their Venmo account, which is not an option we support.

  
  At this time, the funds remain securely available in their account, and we are ready to process their payout as soon as they provide the required banking details. We remain willing to assist the customer in completing this process, but without a valid bank account, we have no secure way of issuing their payout.

  
  We regret that the customer is not satisfied with this response, but our policies are in place to protect both customers and businesses from potential security and compliance risks. If the customer would like to proceed with connecting one of their previously attempted bank accounts, we would be happy to assist them in completing the process.

  
  Please let us know if you require any additional information.

  Customer Answer

  Date: 02/24/2025

  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:

  My wife's name is not on the Squarespace account, and yet you keep addressing HER why? I CANNOT attach (the bank account for her disability payments is in her name) and WILL NOT connect HER disability account, to MY ********************** account. Her disability account and the contents of that account are NONE OF YOUR BUSINESS! I will NOT go open a bank account in MY name just to satisfy your wrongful requirement to attach a bank account to get MY payouts. You're pretty much telling me "go open and attach only a bank account or you will not get paid what we owe you". What you are doing is very wrong! You guys are so hungry for BANK ACCOUNT information why? Why should people be required to only attach a bank account, forced to provide statements for that account showing you every detail about what goes in and out of that account, and give you access to every ***** they have? Ummm no, not happening sorry, you can go scam someone else. I will stick to my Venmo (as they provide a routing and account number for deposits just like a bank does) or CASH. You can provide another method for payouts. Other websites such as ****, *******, and Stripe do allow ***** account information to be used in place of a bank account, there is no reason why Squarespace can't do the same. I would rather my payout from Squarespace sit and rot, before I give you my wife's disability account information.
  

   

   

   

   

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

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

• Initial Complaint

  Date:02/17/2025

  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.

  We did a website using Squarespace and sold some things from our website and Squarespace is not depositing our money even after several attempts to contact them

  Business Response

  Date: 02/17/2025

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/17/25 regarding a complaint submitted to the Better Business Bureau by ****** Good. In the notification, the complainant states they were waiting on a payout from their Squarespace Payments account.

  
  The verification issue the customer was experiencing was due to them submitting a discrepancy with their date of birth. We have followed up directly with this individual today 2/17/25 to provide clarification on the situation in question and asking for the correct date of birth to be sent to avoid any issues going forward. 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:02/15/2025

  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 am seeking support for closing out a domain for various reasons with this website hosting agency. Their support is completely lacking. I am in need of a quick resolution because I am trying to launch a business in a week and a half. There is no phone number and I have not received a response on my support inquiry. Looking for resolution and to say that having very little customer service support is unacceptable and should not be normalized.

  Business Response

  Date: 02/18/2025

  
  Dear BBB Complaint Services, 
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/15/2025 regarding a complaint submitted to the Better Business Bureau by. In the notification, the complainant notes that we have been unresponsive, and we have no phone support.
  At this time, we don't offer help by phone. Because the issues we troubleshoot are online, detailed screenshots and videos are fundamental for clarifying how we can help. Because of this, we decided to focus on online support instead.

  
  We offer 24/7 support via email and X, formerly known as *******. Live chat hours may occasionally change based on demand as we work to help as many customers as we can. The most updated hours are always listed in this guide: 

  
  *********************************************************************;

  
  We have followed up directly with this individual today, 2/18/2025,  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. That ticket, along with resolution acknowledgement from the customer can be found, on ticket #********. 

  Since the matter is resolved via the aforementioned ticket, we consider this matter resolved. 

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

  
  

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created the website ************************** using Squarespace, and began accepting payments through Squarespace Payments. I decided to accept payments through Squarespace due to the fact that I found no conflicting info on the site stating that selling vacant land, typically $5000 or less per sale, was prohibited. I actually found training articles on the Squarespace website regarding how to sell **************** on their website, which is exactly what my business does. My business, **********************, buys vacant land from the county government, and then resells the land on the website. I sold 2 of the properties on the website. I received notification that it would be 14 days before the first property payout would occur. This has yet to happen, and the first property was sold 35 days ago. Finally, I received notification from Squarespace that they consider my business a prohibited business for payment processing, but I would still be able to sell on their website. Currently, $8544.20 of my funds are being held by their website. They have advised me that the funds can be held for up to 180 days before they will be paid out. This is unacceptable. Nothing about my business is illegal in any way. I am legally buying vacant land from the county government, and selling it on the website, transferring the deed to the buyer upon receipt of payment. This is detrimental to my business, and is an unfair business practice. I am asking you to payout the funds that legally belong to my business immediately.

  Business Response

  Date: 02/20/2025

  
  Dear BBB Complaint Services, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/17/25  regarding a complaint submitted to the Better Business Bureau by ***** ****.

  In the notification, the complainant notes that they have payout funds being held up by Squarespace. 

  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. 

  For context, Squarespace Payments is our built-in payment solution that enables customers to accept payments directly through their Squarespace sites, with processing handled by Stripe.

  Per industry regulations, we have to enforce strict guidelines on the types of businesses we can support. Were unable to work with businesses that pose a higher financial risk or violate our policies. Our Terms of Service require that customers dont use our payment services for transactions that fall under Stripes prohibited or restricted business list (linked here) or are considered high-risk. In this case, asset-based investment offerings exceed Stripes risk tolerance.

  The processed funds are currently on hold to mitigate potential liabilities, such as customer chargebacks. Chargeback windows vary by card network, often extending up to ************************************************************************** service. However, were making an exception here and will release the payment 60 days after the charge dates.

  The customer's payout of $8,544.20, minus any chargebacks or refunds, will begin processing on April 16, 2025. 

  Once the funds are received from the customer, well consider this matter resolved. Let us know if you need any further information.
  
  Sincerely,
  ******
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 02/20/2025

  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:02/14/2025

  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 was false without my knowledge signed up for a service. When I contacted help to get a refund I was given a run-around. Later when trying to log into their help service to request another refund the help website wouldn't let me log in.

  Business Response

  Date: 02/18/2025

  
  Dear BBB Complaint Services, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated  2/17/25 regarding a complaint submitted to the Better Business Bureau by ***** ********************* the notification, the complainant notes that they were signed up for a service from us without their knowledge and is seeking a refund for eight months of ****** Workspace charges. 
  Weve decided to make an exception to our policy and refund the customer the charges for eight months. 

  
  We have followed up directly with this individual today 2/18/2025 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.
  Once this customer receives the refunds, 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:02/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 501(c)(3) nonprofit that recently started selling items through Squarespace to help fund our mission. We made $200 in sales, and I initially connected my personal bank account, which was approved. When I checked later, my account was disconnected without explanation.I then tried linking my business bank account, but it was immediately denied. After emailing support, I re-added my personal account, which was marked in review. The next day, my account was suddenly suspended. After emailing support again, I refreshed my dashboard, and the suspension message disappeared, now showing verifying your bank account.This erratic and inconsistent process has prevented me from accessing the $200 my nonprofit earned. Worse, I had to personally cover the cost of the shirts ordered by customers, causing a direct financial loss. Despite following all required steps, I have received no clear answers about:Why my approved account was disconnected.Why my business account was automatically denied.Why my personal account went from in review to suspended and back.Why customer support has been so difficult to ******** a nonprofit, we depend on these funds, and Squarespaces failure to process payments properly has directly cost us money. The lack of communication and transparency is unacceptable.

  Business Response

  Date: 02/13/2025

  Dear BBB Complaint Services, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated  2/12/2025 regarding a complaint submitted to the Better Business Bureau by ******* *******. In the notification, the complainant notes that they are dissatisfied with the response time of our support team in relation to their account issue. 

  
  Please be advised that the customer has an active case with our support team that is being worked through at this time. The support ticket number ******** can be referenced going forward.

  
  Once the customer has verified the account in question and it is correctly connected we will consider this issue resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,

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