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:07/30/2025

  Type:Delivery 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.

  Received an email prompt to Renew my website domain. Clicked on it and renewed the domain for five years at $140. Then realized it was an old misspelled version of the site that was not used. Contacted email and chat support (they have no phone) to get the payment transferred onto the correct site or get a refund or credit. Complete refusal to give my actually running website the credit even though the mistake was noticed and addresssed within a few minutes. Days and days of going back and forth trying to explain or speak to a real person. No one there. Just bots and/or a live person I dont believe is a live person on chat refusing to transfer my payment to a service I actually use with them instead happy to leave it, letting me pay for a defunct website

  Customer Answer

  Date: 07/31/2025

  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:07/23/2025

  Type:Delivery 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.

  Processed my first order through square space of 8250$. Shipped and delivered. Now square space is holding funds for 120 days, and canceling me from allowing me to use their payment processing. With no explanation and no appeal can be filed. And no responses to any questions. I have been polite as well.I want my fund and then I will be canceling my account.

  Business Response

  Date: 07/24/2025

  Dear BBB Complaint Services, 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7/24/2025  regarding a complaint submitted to the Better Business Bureau by ******* *****. In the notification, the complainant notes that they are requesting their payment to be released.

  After reviewing this with our Payments Operations and Risk team, this is a part of our processes to review these payouts and it can take up to 180 days. Its important to note that there is an active and open ticket with our team that this is being worked on. We don't have further updates to disclose as this is part of our reviewing process per our terms of service listed here: *****************************************************. I am afraid were unable to disclose specific findings to protect the integrity of our review process. 
  
  The support ticket number #******** can be referenced going forward. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** *.
  Customer Support Lead
  ******************

• Initial Complaint

  Date:07/14/2025

  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 placed an order with Haus of Glam on Square Space on April 29, 2025 for $26.50 and two days later the page was expired and I never got the products I ordered or a refund.There was no way for me to track the status or anything because I never got any further information.I have reached out to the seller multiple times since then and she has yet to respond. I have contacted on multiple platforms: TikTok, Instagram, & ********* but no response!She currently has a new page with Squarespace now and I messaged her but the emails keep coming back undeliverable. Since I used Cashapp they were unable to dispute the charge. I have tried several times with them but they keep telling to me contact the seller. Since I couldnt get in touch with the seller Ive been emailing Square Space but they keep telling me they cant interfere with the seller and customers. So they are going to just allow scammers to use their website site and do nothing! Im telling them someone is using their platform to scam people but nothing is being done! I was told they would turn it over to their ************** team and I still have t heard anything!Haus of Glam did the same thing with ******* because people were complaining about not getting their products and they refunded the customers money and thats why she started using Square space!Square Space allowed the transaction so I feel like they are responsible for making sure people using their platform is not being scammed! All I want is my money back!

  Business Response

  Date: 07/17/2025

  Dear ******,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7/14/2025 regarding a complaint submitted to the Better Business Bureau by ******* ******. In the notification, the complainant notes that they have placed an order with a merchant who hosts their site on Squarespace and have not received their items. 

  
  Its important to note that our Customer Support leadership team and Trust and Safety team have responded to the customer regarding this issue. 

  
  We have followed up directly with the complainant today to reiterate that we are not able to mediate transactions between merchants and their customers.

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

  
  We have instructed the customer on the best next steps and consider the case resolved. 

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

  
  Sincerely,

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

  
  

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was basically told there is nothing they can do. They said they cant get in between the merchant and customers. Although I have been trying to reach the merchant since May on multiple platforms and keep getting a undeliverable email message and have not gotten not one response! But they will allow people to use their platform to scam people. I have explained everything in detail about what happened to me and I have proof but they simply dont care! As long as the person is paying them to use their platform thats all that matter. They could care less about the people being scammed! Even if it is their policy there should be exceptions especially when people are being scammed under their platform! They were the ones who processed the payment so I feel they are just as responsible as the merchant. No one wants to take responsibility! 

   

   

   

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

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

  Customer Answer

  Date: 07/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They keep telling me that there is nothing they can do. Although they were the one who processed the payment. They are not willing to reach out to the merchant on my behalf. 
  

  The only solution for me is to receive a refund and they are not willing to do anything to help me! 

   

   

   

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

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

  Business Response

  Date: 07/24/2025

  Dear BBB Complaint Services,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7/24/2025 regarding a complaint submitted to the Better Business Bureau by ******* ******. In the notification, the complainant notes that they consider their original complaint regarding an order placed with a merchant who hosts their site on Squarespace unresolved. 

  Please note that there have been multiple opened tickets in which our Customer Support leadership team and Trust and Safety team have responded with Squarespace's policies.

  We will no longer follow up with this case as it has been reiterated numerous times that our policy prohibits mediating transactions between merchants and their customers with no exceptions. We are not able to take further action on this.

  The support ticket number #******** can be referenced going forward. We have made our policy clear and we will consider the case resolved. 

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

  Sincerely,

  ***** *. 

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

• Initial Complaint

  Date:07/10/2025

  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.

  On July 8, 2025, my Squarespace account was unexpectedly locked after I lost access to the Gmail address associated with it. As a paying customer using ********************** to run my business, I immediately contacted their support team to regain access. I clarified that this was not due to suspicious activity, but simply because I could no longer log in via my original email.Despite explaining the situation clearly, Squarespace repeatedly requested the same verification steps. I fully cooperated and submitted:A bank statement showing recent payments to Squarespace A copy of my valid passport SMS verification codes Emails sent from my own domain (linked to the locked Squarespace website)Screenshots demonstrating prior access A complete timeline of the issue and explanation Even after providing everything requested multiple times my account remained inaccessible. No clear reason was given. I was never offered a recovery path, transfer option, or escalation process. Instead, I was left without access to my website, content, or client files. This lockout directly harmed my operations, blocked access to paid features, and caused financial ******* this point, I am requesting BBBs assistance to mediate this case. I have done everything in my power to resolve the matter privately and professionally. Squarespaces handling of this case reflects a failure to deliver essential support and violates the trust placed in them by their paying customers.I am requesting either a full account reinstatement or a complete refund, including an explanation of the reason behind the lockout and their refusal to resolve it despite receiving full documentation.

  Business Response

  Date: 07/10/2025

  Dear BBB Complaint Services, 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7/10/2025  regarding a complaint submitted to the Better Business Bureau by ****** **********. In the notification, the complainant notes that they do not have access to their domain *************.

  Weve reviewed this request and our going to work with the customer to help regain access.

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

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

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

• Initial Complaint

  Date:07/05/2025

  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.

  Ive become so grateful for organizations like The BBB that can actually mediate disagreements between businesses. As a co-owner of a small business for over ten or fifteen years, Im usually one of those people that likes to think he can work through any problems without assistance. Not this time. I need your help.I have a website business, ***** ** ** where we make and sell mens underwear by hand. ********************* For years we have been hosted by Big Commerce until recently their rates just got too high and I started shopping around. I signed up with Squarespace, located on **************. We were off to a decent start about January of this year. Its important for you to know that we are a made-to-order business. We construct our garments only after the order is placed. This means that some customers get very impatient waiting for their items because they think we can whip up items overnight or they may mistakenly think orders ship out right away. As a business, we try to educate customers on the process, but occasionally, we will get a chargeback, for an item not received. Rarely, if ever, has a customer been unhappy with the merchandise. If this should happen, the overwhelming majority of these cases will resolve with tracking info.We were notified by squarespace of a chargeback in February. Apparently the ************** took their funds back, which we understand as part of doing business and we understand the process very well. Unfortunately the full funds were not available in that account but ********************** held the funds anyways which is understandable and our account was put into a negative balance, This case had not even gone in front of a judge when I received an email that our payment account is suspended and customers will no longer be able to pay for our items through squarespace. If we are in a negative balance and the only funds going into an account are sales, then cutting off the sales means the balance will never resolve it

  Business Response

  Date: 07/08/2025

  Hi ******,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 5th, 2025 regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant notes that they are unsatisfied with how their payments account has been dealt with.
  

  We've reached out to the customer to get a different bank account connected on multiple occasions, but have not received a response. I've reached out to them again today, July 8th, on ticket #********. Here I've given them a full explanation of the financial details involved here, so I can help them.

  We will consider this matter closed once the customer reaches back out to us.

  All the best,

  *** *.

  Squarespace Inc.

• Initial Complaint

  Date:06/18/2025

  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.

  THIS ENTIRE LETTER IS ATTACHED AS A WORD DOCUMENT- Please read all of it Dear BBB Representative,Ive become so grateful for organizations like The BBB that can actually mediate disagreements between businesses. As a co-owner of a small business for over ten or fifteen years, Im usually one of those people that likes to think he can work through any problems without assistance. Not this time. I need your help.I have a website business, ***** ** ** where we make and sell mens underwear by hand. ********************* For years we have been hosted by Big Commerce until recently their rates just got too high and I started shopping around. I signed up with Squarespace, located on **************. We were off to a decent start about January of this year. Its important for you to know that we are a made-to-order business. We construct our garments only after the order is placed. This means that some customers get very impatient waiting for their items because they think we can whip up items overnight or they may mistakenly think orders ship out right away. As a business, we try to educate customers on the process, but occasionally, we will get a chargeback, for an item not received. Rarely, if ever, has a customer been unhappy with the merchandise. If this should happen, the overwhelming majority of these cases will resolve with tracking info.We were notified by squarespace of a chargeback in February. Apparently the ************** took their funds back, which we understand as part of doing business and we understand the process very well. Unfortunately the full funds were not available in that account but ********************** held the funds anyways which is understandable and our account was put into a negative balance, ...Continue in attached document...

  Business Response

  Date: 07/10/2025

  Dear ****,
  Squarespace, Inc. (Squarespace) writes in response to your notification  regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant notes that they have had issues with their Squarespace Payments account
  We have followed up directly with this individual 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 that there was an already existing ticket open at the time of the customers complaint.
  Once this customer responds to me with the information required to confirm their account, we will consider this matter closed.
  
  Sincerely,
  *** *.
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Squarespace regarding a potential website on April 9th and received a reply from ***** *. He passed me off to various managers and engineers who tried to create a web site that I could be happy with. It has been 3 months now, and the site they presented never really did have the look or convenience I was going for, BUT my main concern the whole time was that I was not getting to interact with (or update) the website from my end. They just kept saying I have to be happy with the site before I could take control of the site, or at least that's how I understood it. So, I finally asked for a refund of my $599 since that was how they advertised it. Managers cannot be reached, and we are at a stalemate. They are only willing to accept my approval to continue and not a refund.

  Business Response

  Date: 06/17/2025

  Dear ******* 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/16/2025 regarding a complaint submitted to the Better Business Bureau by *** *******. In the notification, the complainant claims they have worked with Squarespace to design a website. The complainant is not satisfied with the services that they have received and they have requested a refund. 
  
  Its important to make clear that Squarespace is a do-it-yourself platform that aims to empower its users to manage their own content. Our support team does not design websites on behalf of our customers. At the time of this complaint, we have no history of communication from the complainant on the email address provided. 
  
  After reviewing the invoice attached to this complaint, it appears the complainant has engaged the services of a company called, *****************, to design their site. 
  
  As this complaint is not with Squarespace, it is recommended that this complaint is redirected to ***************** to be resolved. 
  
  Should you require any additional information, please do not hesitate to contact us.

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

  
  

  Customer Answer

  Date: 06/17/2025

  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. My apologies for not addressing the correct company.
  
  Sincerely,
  
  *** *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Squarespace website and I cancelled the renewal and received an email saying I would NOT be billed. However they rebillled me anyway. I am disputing it with my credit card, but they (Squarespace) are fighting it. There is no customer service phone support, only email.

  Business Response

  Date: 06/16/2025

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/11/25 regarding a complaint submitted to the Better Business Bureau by ****** *******-******. In the notification, the complainant states they were incorrectly charged for an expired subscription. There were two subscriptions on the account in question: one for her website and one for her domain. The domain subscription had auto-renew turned off but the website subscription remained active, which explains why the customer was charged. All ********************** subscriptions are independent of each other, so each one needs to be cancelled separately. 
  We have followed up directly with this individual on 6/11/25 to confirm the policy and explain the charge. As the customer initiated a dispute with her bank, we are unable to offer any refunds on our end while the dispute is still active. 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:06/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally, I had all my domains with ******. ****** sold their domain business to Squarespace one year ago. According to Squarespace, I should be able to login to their site to manage those domains with my ****** email. All my domains are connected to my ****** email. However, I have never been able to successfully log onto squarespace using my ****** credentials to manage my domains and move them somewhere else. Squarespace asks for a squarespace passkey every time I try to login. However, in order to create a squarespace passkey, I would first have to log in to squarespace. So, it is like catch 22. I cannot log in without the squarespace passkey. However, I cannot create a passkey without logging in. I chatted with customer service on their site and asked to speak to an actual person, a real human being, to explain my issue. I was told that they do not talk to anyone on the phone. Everything has to be done over email. Over the email, a person on squarespace asked me to send a picture of my drivers license if I wanted to log in. I thought this was very unusual and very invasive and I did not want to give private information like my drivers license. I believe ********************** is collecting personal information and holding the domains of people like myself hostage until I share my private information. There are many ways to legitimately verify a person's identity. They could use ***** which is federally approved to verify identity. They can use my email. They can use my phone number. All that information was transferred to them by ****** when they transferred all the domains. There is a mailing address for my domains and they can write to me at the mailing address to verify my identity. There are many options for them. Instead of doing any of that, they want my drivers license. They have made it impossible for me to login to manage my domains and transfer them to another host. I feel they are using an excuse to collect very personal information from the customers.

  Customer Answer

  Date: 06/06/2025

  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:06/01/2025

  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.

  1. ************** website and functionality is NON-FUNCTIONAL 2. The non-functionality continued for Several Weeks.3. The company FAILED to fix the issue (still today). They continue to ignore us.4. We want a FULL Refund of ALL of our Domains.5. We will be taking our Domains to a better Registrar.

  Business Response

  Date: 06/06/2025

  Dear ******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/1/2025 regarding a complaint submitted to the Better Business Bureau by ****** *****. In the notification, the complainant notes that they are experiencing functionality issues regarding their domain management. 

  
  It is important to note the customer had two active cases with our Specialist team that were being worked through at the time of their complaint.

  
  We have followed up directly with this individual on 6/2/2025 to acknowledge their message to the Better Business Bureau and ensure their case is being handled appropriately. The support ticket number ******** can be referenced going forward. 

  
  Our support team has been able to support the customer to successfully complete their desired actions regarding domain transfer. 
  There is one action outstanding. Once the customer has confirmed all actions have been successfully completed, we will consider this case resolved. 

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