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:09/14/2025

  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.

  To Whom It May Concern,I am submitting this complaint regarding Squarespace, Inc. for knowingly allowing harmful and discriminatory content to be hosted on its platform.The website *********************, hosted through Squarespace, has published personally identifiable information (PII) of private individuals, including names, cities of residence, and other sensitive details. This content is being used to target, harass, and discriminate against individuals.While I understand that New York State law does not explicitly prohibit doxxing, I would like to note that such activity can fall under Aggravated Harassment in the Second Degree (NY Penal Law Section ******) when used to intimidate, threaten, or harass others. By continuing to host this content, Squarespace is enabling a platform for this behavior.Squarespaces own Acceptable Use Policy prohibits the use of its services to harass or publish sensitive personal information without consent. Despite this, the website remains active. I believe this demonstrates a lack of enforcement of their policies and negligence in protecting individuals from harassment.I respectfully request that the BBB review this matter and hold Squarespace accountable for allowing harmful and abusive material to remain on its platform.Thank you for your time

  Business Response

  Date: 09/18/2025

  To Whom It May Concern,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/15/2025 regarding a complaint submitted to the Better Business Bureau by ***** ***. In the notification, the complainant notes their concern about a website we host linked with the domain *********************.
  
  We have followed up directly with the complainant today to clarify that this matter was escalated to our Trust & Safety team.
  
  The support ticket number ******** can be referenced going forward.
  
  Since this matter is now with our Trust & Safety team we will consider the case resolved. Should you require any additional information, please do not hesitate to contact us.

  
  Sincerely,
  ***** *.
  
  ******** ******* *******
  ******************

  Customer Answer

  Date: 09/18/2025

  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:09/10/2025

  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.

  I attended an event where vendors used squarespace products to charge my atm for products. I made 2 purchases on 9/2/25. The first was in the amount of $30.38 and the second was in the amount of $9.00. When I saw my bank statement today there are duplicate charges for both of these so I have been billed an extra $39.38 for goods I did not purchase.When I go to their website the chat bot tells me I need to give a credit card and pay $5.00 to submit a claim. This is unacceptable that I should be charged even more for their ******** be clear, I am not disputing the original charges of $30.38 and 9.00. I am disputing the duplicate charges for each of these amounts that were charged against my atm card on the same date.

  Business Response

  Date: 09/15/2025

  To whom it may concern,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/11/2025 regarding a complaint submitted to the Better Business Bureau by ***** *******. In the notification, the complainant notes that they experienced what they believed to be a double charge connected to Squarespace.
  
  After reviewing the information and screenshot provided by the complainant, we confirmed that the charge in question is not associated with Squarespace. The transaction originates from Square (SQ POS), which is a separate company from Squarespace.
  
  We have followed up directly with the complainant today to clarify the distinction between Square and Squarespace and to provide them with the appropriate contact information for Squares support team. The communication included a link to Squares help page so the complainant can resolve the billing concern with the correct provider.
  
  The support ticket number ******** can be referenced going forward.
  
  Since the complainant has been redirected to Square and no further action is required on our end, we will consider the case resolved. 
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ***** *.
  
  ******** ******* *******
  ******************
  
  

• Initial Complaint

  Date:09/02/2025

  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.

  My domain ************** was deactivated for failed payment, even after I updated with a valid payment source and was told by Squarespace there is nothing to worry about, they would attempt to rebill the new payment source. I had to manually reactivate my domain using the new payment source they already had on file and now have a HUGE issue. All of my *** records are gone. I had a ton of records. Reach out to their live chat support and was told to readd them. I explained that I do not know all of them and there were a lot. I advised with Squarespace being so large I find it hard to believe there are no backups. The *** ***** *.) explained that just because they deactivate a domain they don't delete the *** records. I advised the *** to go find my records then because I sure didn't delete them and the activity logs reflect that. She said she would ***ort the issue, but there was no ETA and I shouldn't expect someone to reach out with a status update. I advised that this is unacceptable and requested this be escalated to someone higher up as I need this resolved ASAP. She opened ticket ******** to have a "Team Lead" email me after they review the case. Still waiting on the "Team Lead". This is terrible customer support especially in a production impacting event that they caused.

  Business Response

  Date: 09/03/2025

  Dear *******
  
  

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/2/2025 regarding a complaint submitted to the Better Business Bureau by ******* *****. In the notification, the complainant notes that they have experienced issues with their DNS configuration following a subscription cancellation. 

  
  After review, the complainant disputed a charge for their domain which was settled in their favor. As a result, the domain subscription was cancelled and a refund issued. When the domain was reactivated, DNS records that were entered prior to the cancellation were no longer present. 

  
  Its important to note that the customer had an active escalation open with Customer Operations at the time of this complaint.
  We have followed up directly with the complainant today to inform the customer that this issue is being looked into and have provided the workaround that we have available. 

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

  
  Once the domain is operating as expected, we will consider the case resolved. 

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

  
  Sincerely,

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

  
  

  Customer Answer

  Date: 09/03/2025

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

  They have not provided a reasonable solution to the problem. I followed up directly to their message stating this as well. There was a charge back that I attempted to rectify WELL before the account was deactivated by adding another payment source and was told that they would attempt to bill the new payment source, which they didn't, and that everything would be ok. The solution they provided for me was to add all records back manually, which I explained is not reasonable and that I dont know all of the records that were in there to even do this. At minimum if my records are not restored automatically they should provide a list of what was there for me to manually add them back in. This has been a production impacting outage that has cost me time and money, and the lack of urgency is ridiculous. Someone from their leadership team should reach out via phone and resolve this issue instead of proposing ridiculous non-solutions. Bigger question they should be addressing to all of their customers is, WHERE ARE OUR BACKUPS? Let your customers know that you are not protecting their information with backups. Deploy better business practices and do better!!!

   

   

   

   

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

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

  Business Response

  Date: 09/12/2025

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/12/2025  regarding a complaint submitted to the Better Business Bureau by ******* *****. In our response, we have provided ******* with the necessary information to move forward with adding records that were removed due to his dispute that settled in his favor.
  
  As a note, the support ticket number #******** can continue to be referenced going forward as Neo had provided detailed records for him. At this time the customer will need to take the next steps to add this in as we have provided the records requested. 
  We hear their concern and filed their feedback on future changes. 
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** *.
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:09/01/2025

  Type:Billing 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.

  We are the legitimate owners of the domain *****************, renewed on 16 February 2025 through Squarespace ***********. The renewal payment was made successfully, and we have already provided Squarespace with proof of payment (********** statement) and government-issued ID of the registrant.Despite this, Squarespace suspended both our account and domain without any prior notice or explanation. Their support team has only cited vague Acceptable Use Policy violations but has refused to specify which clause was allegedly violated or how we could remedy the situation. This has caused severe disruption to thousands of our subscribers who rely on this domain, as well as significant business and reputational loss to our organization.We have already filed a formal complaint with ***** (Case #********), but Squarespace continues to withhold our domain unjustly. We are requesting BBBs assistance to compel Squarespace to either restore our domain ***************** immediately or provide a clear written explanation of the alleged violation with evidence and remediation steps.

  Business Response

  Date: 09/01/2025

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/1/2025  regarding a complaint submitted to the Better Business Bureau by ****** *****. In the notification, the complainant notes that they are trying to regain access to the domain *****************.
  
  As a note, the support ticket number #******** can be referenced going forward and has been actively worked on prior to this complaint. Our Registrar & Security team is currently reviewing their domain.
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** *.
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 09/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:08/26/2025

  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.

  My Squarespace account was marked Unavailable ~96 hours ago (around August 22, 2025). I have full access to the login email, password, and 2FA. I am not trying to change ownership or reset anything. Despite multiple contacts and providing extensive identity verification (including a passport, drivers license, bank statement, and a selfie while holding a government-issued ID), ********************** has not restored access, provided a reason I can act upon, or given a resolution timeline. This has locked me out of domain/DNS controls for all domains, jeopardizing my companys operations and the livelihoods of 15 employees.Timeline (EDT, Aug 26, 2025):11:53 AM I followed up on Ticket #********, noting the account had been Unavailable for ~4 days.11:57 AM Agent said case was escalated, advised the only option was to wait.12:0012:06 PM I reiterated I have credentials/2FA and had already submitted all documents; no timeline provided.12:32 PM Agent relayed the team cannot provide an exact timeframe, only that I should hear by end of day.12:3612:37 PM Agent confirmed suspension was for security review (not technical) but could not share specifics.12:39 PM Agent confirmed my latest email/selfie was received; still no information on status or timing.Harm: Our business depends on timely access to domains/DNS. Being locked out for over 4 days without a stated reason or timeframe has caused operational disruption, potential revenue loss, and an immediate risk to staff employment. I have acted in good faith, complied with all verification requests, and still have no path to resolution or continuity.Losses are ongoing and not fully quantifiable at the time of filing; operational impacts and lost revenue are expected. I will supplement with documentation as available.

  Business Response

  Date: 08/27/2025

  Dear *******,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 08/26/2025 regarding a complaint submitted to the Better Business Bureau by **** **. In the notification, the complainant notes that they are unsatisfied with our response times to their current account issue.

  It is important to note the customer had two open tickets, which received multiple responses from our Customer Support team. As of yesterday, our team has confirmed the customers account access has been restored. Ticket #******** can be referenced moving forward.

  Since we have restored access for this customer 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: 08/30/2025

  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:08/12/2025

  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.

  Im filing this complaint because for the 2nd time in less than a year, Squarespaces *** migration process has caused a complete outage of both my website and emailcritical services for my business. This has now happened twice in the same calendar year.On August 11th at 6PM, I opened a support ticket after noticing the issue. As of this writing, 20 hours have passed, and I have yet to receive any actionable response beyond an acknowledgment. I was told a "product specialist" is looking into the issue, but no further update or resolution has been provided.Last year, I experienced a nearly identical issue, and it took over 72 hours for Squarespace to resolve it. That timeframe seems to be their idea of acceptable customer service, even when a customer's site and business email are completely down.This time, I hired an independent consultant to diagnose the problem. He identified the issue and provided a clear solution. The fix is straightforward and only requires minimal effort from Squarespace to implement. Yet I'm still waiting on a *********** a sole proprietor, my website and email are not just important - they're vital. Prolonged downtime damages my credibility, interrupts client communication, and directly affects my income. Squarespace offers no phone support, only live chat and email, and even those channels yield long delays and vague assurances.Given that this is my second formal complaint (the first also submitted via the BBB), Im deeply concerned about Squarespaces reliability and the lack of urgency in handling critical business disruptions. Their infrastructure and support system appear ill-equipped to serve small businesses that rely on uptime and responsive communication.I am requesting:Immediate resolution of the *** issue based on the third-party recommendations already provided.A clear explanation as to why this issue keeps recurring.A commitment to improve support response times, especially for site/email outages.

  Business Response

  Date: 08/18/2025

  Dear *******

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/15/2025 regarding a complaint submitted to the Better Business Bureau by ******* ******. In the notification, the complainant notes that they are dissatisfied with timeliness of the support provided when experiencing issues with their domain. 

  
  Its important to note that the complainants case was being worked on by our Specialist team at the time of this complaint. After review of this case, it appears that our team has been able to resolve the issue. 

  
  We have followed up directly with the complainant today to acknowledge their complaint, further explain what seems to have happened and offer any further support as needed. 

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

  
  Once we have confirmation that this case is finalised from the complainant, 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:07/31/2025

  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.

  A few weeks ago, Squarespace notified us via email that our domain was expiring on July 31. The link in the email led to a customer dashboard on their site, but no way to pay for the domain. The problem is, when ****** Domains (where we originally registered) sold their business, including our account, to **********************, our account info was transferred, but not our billing info. I have had this problem previously with Squarespace (in March of this year), and was able to resolve it after many hours of talking to various people, and finally being escalated to someone with the technical expertise or authority to fix the problem. I provided the history and those instructions to the new people - I spoke with seven of them - and the response has only been templated emails and polite expressions of regret from chat agents who can't help. They have dragged the process out so long that it went past the expiry date, and now our company website and all emails are down, which is costing us money and reputation. Our domain is ************************. Hundreds, maybe thousands of businesses are having this problem with them. If my site is not up tomorrow, I intend to gather them and seek a class action lawsuit on behalf of all of us who have suffered this needless damage.

  Business Response

  Date: 08/04/2025

  Dear ****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 07/31/2025 regarding a complaint submitted to the Better Business Bureau by **** *****. In the notification, the complainant notes that they are unsatisfied with their ability to renew their domain subscription after migration to Squarespace.

  It is important to note the customer had an active ticket opened on 7/31/2025 and was in communication with our Customer Operations team to resolve this issue.  Our teams last message was sent on 08/01/2025, confirming the customer's ability to renew their domain had been restored. Since then we have received no response from the customer on the ticket but their domain is now active.

  Since the domain has been renewed we will mark this BBB ticket as solved. Should you require any additional information, please do not hesitate to contact us.

  Sincerely,

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

  Customer Answer

  Date: 08/06/2025

  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:

  During the days my company's website and email were inaccessible, we suffered damage in the form of lost business and repuation. Additionally, I was engaged with them for many hours trying to resolve the issue, which took me away from billable hours and other urgent needs related to client business and my employees. 
  
  We began the conversation with them prior to the domain expiration (Jul 31), and through indifference or incompetence, they dragged their feet until the expiry date was upon us. They were able to shut it off quickly - during the date, not at the end - but somehow could not turn it back on again just as quickly. I could explain to them how they had resolved the exact same problem only a few months prior, but nevertheless it took a ridiculous amount of time for them to take action. 

  This whole situation is 100% a problem of Squarespace's making, and mine is only one of thousands of businesses affected by it (errors in migration from ****** Domains). There is widespread interest in a class action suit, which I fully intend to pursue. 

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 08/06/2025

  Dear ****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 08/06/2025 regarding a complaint submitted to the Better Business Bureau by **** *****. In the notification, the complainant notes that they consider their previous issue not resolved because the business website was down while we worked to solve the issue.

  It is important to note that the customer still has an open ticket with our Customer Operations team. Any feedback about this process is welcomed as a learning opportunity and can be shared with our team via the open ticket (Ticket#********). We take every opportunity to improve our processes seriously, and appreciate the customers insight.

  Since the domain has been renewed and the initial issue has been resolved we will mark this BBB ticket as solved. Should you require any additional information, please do not hesitate to contact us.

  Sincerely,

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

  
  

• 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:07/30/2025

  Type:Billing 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.

  On May 29, 2025, I was charged $15.00 on my **************** card for domain registration through Squarespace. Despite presenting valid documentationincluding a government-issued ID and detailed transaction information from **************** confirming the charge to "***** *************Squarespace has repeatedly rejected my ownership claim. They demand a scanned statement showing the charge, bank name, and my identity, but refuse to accept digital confirmations provided by ****************, even though the data is accurate and complete.This has left me locked out of my domain and associated email accounts, severely disrupting my business operations. I have made multiple good-faith attempts to resolve the issue, including forwarding all documentation and requesting clarification on acceptable formats. Instead of offering alternatives or assistance, Squarespace continues to deny my ownership and block the transfer of my domain. Their lack of transparency and refusal to recognize legitimate documentation has caused undue stress and harm to my livelihood. and my small business

  Business Response

  Date: 08/01/2025

  Dear BBB Complaint Services, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7/29/2025  regarding a complaint submitted to the Better Business Bureau by ****** ********. In the notification, the complainant notes that they are requesting domain access *************************

  
  The support ticket number #******** can be referenced going forward and is currently resolved through our Product Support team. ****** should now have access on this domain.

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

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

  
  

  Customer Answer

  Date: 08/05/2025

  ****** ******** *******
  
  ******* ***** ****** ********* *********
  Dear Better Business Bureau,
  I am writing to thank you sincerely for your oversight and assistance regarding my complaint against Squarespace (Complaint #********).
  Thanks in part to your support, Squarespace ultimately resolved the issue, and I was able to restore my domain, ************************** As the owner and operator, *** ** ********, I am relieved and grateful to see this matter come to a dignified conclusion.
  I appreciate your ongoing commitment to fairness and accountability in business practices. Your role in advocating for consumers like myself is invaluable.
  Warm regards, *** ** ******** ******* ****** ** ****** ************* **
  
  
   
  
  

• 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
  ******************