Business Profile

Internet Services

Squarespace, Inc.

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Initial Complaint
03/18/2025
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/18 my credit card was chaarge $12 twice with referance numbers **** ****************** *********. Also there are two other pending charges but they say $0. I don't know who they are or what this is for. I tried to go onto their website but they dont have an 800 number to call they only have some stupid Chat bot that does not answer what is being asked. I did not authorize these charges and they should be much more transparent about who they are or what the charges are for. I don;t want to escalate this to the **** but i will if this issue is not resolved.
Business response
03/19/2025
Dear ******,
Squarespace, Inc. (Squarespace) writes in response to your notification dated March 19th, 2025, regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant notes that they have a charge they did not make from Squarespace

We have followed up directly with this individual today March 19th to get the information required to find out whats gone on here and help the customer. The support ticket number ******** can be referenced going forward.
Once we discover what this charge is for and ensure the customer is aware, we will consider this matter resolved.

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

Customer response
03/19/2025
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
03/15/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
*** Up with ************* I have been dealing with this company since December 6, 2024 with no resolve. The company used to be called Acuity Scheduling and in December it merged with Squarespace. That's when the problem started. I couldn't log into my calendar system. I have a calendar scheduling tool that I have been paying monthly for and I can't log into the site. Sent numerous emails, providing all of the information that they requested and I still can't log into the site. I have sent them banking information, the *** of my calendar site and anything else they have asked me for. All I keep getting is an email with a case# and someone will get back to me and they haven't. I've asked for a manager and nobody has contacted me. They don't have a phone number to call just email. I want to cancel this service but I want to get all of my information out of it before I cancel it. I can't log in to do that. I have been charged $13 4 times for service I can't even use! I want a refund of my money, give me 2 days to get out all of my information and cancel this service.
Business response
03/17/2025
Dear ******,

Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/18/2026 regarding a complaint submitted to the Better Business Bureau by ******* *********. In the notification, the complainant notes that they are not satisfied with the support received whilst working to access their Acuity Scheduling account.

It is important to note the customer had an active case with our specialist support team. We have followed up on this thread directly today and are working with the customer to regain access to their account. The support ticket number ******** can be referenced going forward.

Once access is restored, our customer will be able to export their data and cancel the account. When the account is cancelled along with any refund the customer is eligible for, we will consider the case resolved.

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

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

Customer response
03/19/2025
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.
It's not exactly resolved yet. I was able to log into my account FINALLY and download what I needed. I have let them know I have all that I need and cancelled the account.
Now I am waiting for my $52.00 refund. Thank you for your help as everything was handeled swiftly as it should have been all along!

Sincerely,

******* *********
Initial Complaint
03/09/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I tried to log in to square space to renew my domain name.Your staff refused to provide assistance.First my issue was ignored l, see email response alleging that I cannot find my website. I never wrote this. This response is harassment and a direct result of sharing my account information with an unknown third party.Then I was sent an invalid link, to reset my password The deadline for me to renew my domain name is 3/10/25. But I cannot renew because there is no way for me to log in to my account. The reset password doesn't work for ****** accounts. I get the message,A ****** Account exists for this account,See image below.Account is under the email address listed in the complaint.Domain was Migrated from ******
Business response
03/10/2025
Dear ******,

Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/9/2025 regarding a complaint submitted to the Better Business Bureau by ****** ********. In the notification, the complainant has noted that they are dissatisfied with the service level provided whilst in the process of regaining access to their account.

Its important to note that there is an active case with our Product Specialist team who are in the process of helping the customer regain access to their account. The support ticket number ******** can be referenced going forward. We have escalated this case today to support a quicker resolution.

Once our customer has regained access to their account, we will consider this matter closed.

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

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

Customer response
03/10/2025
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
03/08/2025
Complaint Type:
Billing Issues
Status:
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.
I am experiencing a critical issue regarding my domain (*******************), which should have been renewed on February 28, 2025, yet remains expired, preventing me from accessing essential services tied to my domain, including bank communications and 2FA logins.Issue Details: Whois records confirm the renewal occurred on 02/28/2025, yet my Squarespace account still lists the domain as expired. The domain is currently on hold and inaccessible, disrupting essential services. The renewal was processed through ****** Workspace, not directly through Squarespace, leading to ongoing issues with verification.Immediate Action Required: Immediately reactivate my domain so I can regain access to critical services. Manually verify the domain renewal through ****** Workspace since this payment discrepancy was caused by your system, not mine. Resolve the status mismatch between Whois and Squarespace records to prevent future disruptions.This issue has severely impacted my ability to manage personal and business accounts. I expect a resolution within 24 hours as this is an urgent matter affecting financial and security-related services.Please confirm receipt of this email and provide a direct solution as soon as possible.
Business response
03/10/2025
Dear ******,
Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/8/2025 regarding a complaint submitted to the Better Business Bureau by ******* *******. In the notification, the complainant states that their domain (*******************) should have been renewed on February 28, 2025, but remains expired, preventing access to essential services.

Upon review, we found that the domain expired due to four unsuccessful payment attempts. There appears to be some confusion between ****** Workspace and domain subscription services, which has led to the current issue.

We have reached out directly to the customer today to clarify that their domain must be renewed for ****** Workspace services to function properly. Once they update their payment information and complete the renewal process, their access will be restored.

The support ticket number ******** can be referenced going forward. It is important to note that the customer had an active case with our support team that was being worked through at the time of their complaint.

Once the customer completes the necessary steps for domain renewal, 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
03/05/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Subject: Ongoing Sub-Domain Verification Issue Amount Paid to Squarespace:I currently have 49 domain names registered with Squarespace totaling approx. $1300 per ************* Commitment:Squarespace advertises that users can fully utilize domains and sub-domains purchased through their platform, including the ability to verify them for services such as email hosting. However, this functionality is not working as promised for sub-domain verification.Nature of the ****************** to Resolve:I purchased a domain through Squarespace and set up ****** Workspace to host my email. When I attempted to verify the sub-domain, I encountered an error due to a problem with Squarespace.I reported this issue to Squarespace on Friday, February 28, 2025. Since then, I have engaged in over 12 chat sessions and multiple email exchanges with their support team. Despite my repeated requests, Squarespace has:* Failed to escalate the issue to a higher support tier.* Repeatedly asked me to follow the same troubleshooting steps (four times so far), despite these steps failing to resolve the issue.* Refused to acknowledge that this is a system-wide problem affecting sub-domain verification.Impact on My Business:* I am unable to properly set up business email accounts.* This has disrupted my business communications and created significant delays.Desired Resolution:I request that Squarespace:1) Escalate this issue to their advanced technical team instead of forcing me to repeat failed troubleshooting steps.2) Acknowledge and take responsibility is this is a system wide sub-domain verification problem.3) Provide a clear timeline for resolution or an alternative solution that allows me to use my sub-domains as intended.4) Improve technical support protocols to ensure that legitimate, unresolved technical issues are escalated rather than dismissed.
Business response
03/06/2025
Dear Nogaye,

Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/5/2025 regarding a complaint submitted to the Better Business Bureau by ******* ******. In the notification, the complainant notes that they are experiencing errors when setting up email through their subdomain. Additionally our customer is dissatisfied with the length of the customer support interaction and troubleshooting process.

Our customer has provided the ticket number, ********, in which they have been working with our team to resolve the issue. In the most recent reply from our team, we have been able to identify that the functionality is not working due to a system limitation. Our team has provided two alternatives to support in achieving the customers desired result.

As per our customers request, we have escalated their case and responded directly to acknowledge the issue and share the alternatives available. The support ticket number ******** can be referenced going forward.

Once our customer has received the support they need to successfully set up with one of the alternatives available, we will consider the case resolved.

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

Sincerely,

*** ******** ******* **** ******************
Initial Complaint
03/03/2025
Complaint Type:
Product Issues
Status:
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.
Squarespace has been extremely unresponsive with helping me bring my domain back online. It was shut down by them over a SEVEN DOLLAR charge which was an expired credit card. I changed it and they WONT RE-CHARGE to take the stupid 7$ and let me have access to my work email again. They are being totally careless about peoples livelihood. I am losing money every day I cant access my work email. This is criminal negligence!
Business response
03/05/2025
Dear ******,
Squarespace, Inc. (Squarespace) writes in response to your notification dated March 4, 2025 regarding a complaint submitted to the Better Business Bureau by **** ******. In the notification, the complainant notes that they are unsatisfied with our billing policies around outstanding charges..
We have followed up directly with this individual today March 5, 2025 to confirm that their account has been reactivated thanks to successful payment of the outstanding charge. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
Once this customer confirms that their ****** Workspace account is active again, 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
02/26/2025
Complaint Type:
Customer Service Issues
Status:
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.
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
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
02/25/2025
Complaint Type:
Billing Issues
Status:
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.
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
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
02/18/2025
Complaint Type:
Service or Repair Issues
Status:
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.
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
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 response
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
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 response
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
02/17/2025
Complaint Type:
Product Issues
Status:
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.
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
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
******************

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