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:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has now been over two months since our site launched, weeks in discussion with Squarespace via chat and emails. While we have successfully received payments from our customers for our products, those funds fully paid by our customers have yet to be paid out to our company although they rightfully belong to us. These payments represent transactions made in good faith by our customers for our products and withholding them for such an extended period is unprofessional. Our bank account is fully connected and "ready to receive payouts". We have provided all necessary documentation and ensured that our bank account was connected, approved, confirmed and assured by Squarespace representatives via email. We have also reached out to the bank which is not on holiday. It was stated that the first issue with verification was due to being an oversight on the end of Squarespace. Not to any fault of our own which was already caused a one month delay with no real updates from customer support. Still, we understood the protocol and patiently waited for our 2 week processing period which was due to be released December 12th. We are still in the dark on anything. No timeline, no response, no resolutions.This prolonged delay has severely impacted our operations & has caused substantial financial harm to our organization and is hindering our ability to meet our own obligations as well as customer needs. Clients have been paused from ordering any of our products via our website. Such negligence from a company such as Squarespace is unacceptable.We would like Squarespace to address this matter immediately and provide a detailed and final update on the status of our funds, along with a concrete timeline for their release which was stated before by the risk operations team as December 12th, 2024. We hope to resolve this issue amicably without needing to escalate further & hope that the Squarespace team will demonstrate the professionalism expected to resolve this issue promptly.

  Business Response

  Date: 12/18/2024

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated December 17, 2024 regarding a complaint submitted to the Better Business Bureau by ***** *******. In the notification, the complainant notes that they have yet to receive their payout from Squarespace Payments.  

  
  The customer was contacted by our support staff on December 16, 2024 giving an update that the payout was processed, and explanation that it was delayed due to the Thanksgiving holiday. In addition, the customer experienced an issue in the initial approval process due to an oversight on our teams end which was mentioned in the complaint.

  
  We have followed up directly with this individual today December 18, 2024 to provide confirmation on the payout being processed and the expectation of when to receive future payouts. The support ticket number #******** can be referenced going forward. We offered a credit balance of $50.00 on the account as a gesture of good faith in light of the initial issue. 

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

  
  

• Initial Complaint

  Date:12/17/2024

  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.

  Squarespace manages my ****** workspace. I needed to add new users. When the management was transferred to squarespace it had an invalid and incorrect email address as the administrator. However, the email I used to administer my ****** console was correct. There is no phone number to speak with an agent or get customer support, you only can email back and forth. They requested that I send in my id, my bank statements and screenshots of my online bank activity, proving that I am the owner of the account, which I provided. They have yet to resolve the matter.

  Business Response

  Date: 12/17/2024

  Dear BBB Complaint Services,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated December 17th 2024 regarding a complaint submitted to the Better Business Bureau by ********* ****. In the notification, the complainant notes that they are unsatisfied with the wait time regarding the resolution of their case.
  
  Please be advised that our records indicate the customer had an active case with our support team that was being worked through at the time of their complaint.
  We have followed up directly with this individual today December 17th 2024 to provide clarification on our support options as well as the opportunity to provide a balance for their next subscription renewal (and new Google Workspace users). The support ticket numbers #******** and #******** can be referenced going forward.
  
  Once this customer confirms the number of users they intend to add, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** **
  ******** ******* ****
  ******************
  

  Customer Answer

  Date: 12/18/2024

  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:

  This dispute is still ONGOING and is not resolved.  Yes, there is an open ticket, but the resolution time is and continues to be inadequate.  I need to add new users to my email account and I am unable to do so.  It shouldn't take this long to do a simple management task.   

   

   

   

   

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

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

  Business Response

  Date: 12/19/2024

  Dear BBB Complaint Services,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated December 19th 2024, regarding a complaint submitted to the Better Business Bureau by ********* ****. In the notification, the complainant notes that their previous ****** Workspace issue is still unresolved.
  
  Our records indicate that our specialized support team has been communicative and active in their efforts to remedy the issue. We have yet to receive a recent response from the customer, after confirmation from our team that the issue has been resolved on our end.
  
  We have followed up directly with this individual today December 19th to confirm resolution and offer additional troubleshooting steps if needed. The support ticket numbers ******** and ******** can continue to be referenced going forward. 
  
  Please do not hesitate to contact us if you need any further information.
  
  Sincerely,
  ***** ** 
  ******** ******* ****
  ******************
  

• Initial Complaint

  Date:12/17/2024

  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 have been using Square Space for my small business, Glam Aesthetics Lounge for six years. For Black Friday I decided to set up an online store where my clients can make pre-purchases for services. Before you can set up the store, you go through a verification process, which includes sending them your drivers license, and bank information. They sent two small deposits to my bank and then sent me an email back saying everything was verified and my online store was ready to go. The email also stated that I would start receiving Payments two weeks after My first sale. The store made ****** in three days. The DAY BEFORE The two week wait period was over, I received an email Saying my payments were paused in my account was under review. They gave me absolutely no explanation or timeframe given. Devastated by this news because I have employees to pay, I went to the Internet and did a quick ****** search. My heart pounded as I read Page after Page of other small business owners that they have done this to. Many groups on Reddit and other sites saying they did not receive their funds for SIX MONTHS to TWO YEARS with absolutely no reason given. Many believe theyre using our sales as basically interest free loans for as long as they want. Many of my clients who bought black Friday specials have already come in and I performed their services basically for free because of this. Please, please investigate this criminal activity as it is killing many small businesses.

  Business Response

  Date: 12/19/2024

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated December 17, 2024 regarding a complaint submitted to the Better Business Bureau by ******* ********. In the notification, the complainant notes that their payouts have been paused and they are requesting more information on this. 

  
  We have followed up directly with this individual today December 19, 2024 to provide clarification on why the payment was paused, which was due to the high amount needing to go under review by our Risk Ops team. Per policy, the review period can last between 2-3 business days and our team followed up within this timeframe confirming the payout had been approved and when to expect it to hit the bank account. 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 and it was updated on December 16th that the payout was approved. 

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

  
  

• Initial Complaint

  Date:12/12/2024

  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.

  Squarespace spontaneously started charging me what their CSR calls "***************" fees that I NEVER authorized. They clearly made up a bunch of obviously fake sites and stuffed them in my account just to steal from ******* been preoccupied with taking care of my mother who has advanced Alzheimer's, and so I didn't check billing for several months. When I finally caught their theft of my money, I complained through several chats and emails to zero satisfaction. They keep giving me the runaround and not refunding the money they shamelessly stole from me.There's nothing in their own site's account settings showing anything resembling a legit charge.Please provide justice by getting me the fair refund and disincentivize them from stealing from others.Thank you and Happy Holidays.Warm Regards,***

  Business Response

  Date: 12/18/2024

  Hello,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated December 12, 2024 regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant notes that they have unrecognized charges on their account, totaling $14.40 per month. 
  
  We have followed up directly with this individual today December 16, 2024 to provide clarification on the charges which are related to an active ****** Workspace account that migrated from ****** to Squarespace earlier this year as expected. This ****** Workspace subscription has two seats, which cost $7.20 each per month on the Flexible plan. This explains the charges the customer was seeing on his account each month.

  We have offered to help cancel this subscription if it is no longer needed and offered a recommendation to reach out to ****** support if they would like to inquire if they had a discounted price during their initial sign-up. The support ticket number #******** can be referenced going forward.

  Once this customer confirms if they would like to keep this subscription or not, 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:12/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Squarespace due to several frustrating and unacceptable experiences following the ****** reseller deal. As a ****** Domains and ****** Workspace user, I was effectively forced into using Squarespaces services. Without my consent, my ****** Workspace plan was changed to the "flexible" plan, which carries a higher monthly fee.Additionally, I am trying to transfer my domain away from Squarespace, but the process has been obstructed at every turn. Despite ensuring that my account information is up to date, my contact details are accurate, and my domain is unlocked, I have not received the transfer code needed to move the domain. This behavior gives the impression that Squarespace is deliberately hindering domain transfers to lock users into their ********** make matters worse, when I attempted to contact customer support via live chat, the experience was unworkable. The chat window opened a smaller version of the main webpage within itself, creating a confusing and unusable interface. This is particularly surprising for a company that promotes itself as making website building "easy." The user experience on their own website is clunky and far from professional.I am seeking resolution to these issues, specifically the release of my domain transfer code and an explanation for the repeated failures in delivering it. While I have successfully transferred my ****** Workspace back to ******, the experience with Squarespace has been unnecessarily stressful and frustrating. Their practices raise concerns about transparency and customer rights, and I urge the ******************** to investigate these matters to prevent others from facing similar challenges. There's no reason this company should have an A++ rating when there are this many complaints and talks of a class action suit.

  Business Response

  Date: 12/19/2024

  Dear BBB Complaint Services,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/19/2024 regarding a complaint submitted to the Better Business Bureau by ******* *****. In the notification, the complainant notes that they are unsatisfied with our support following the ****** Domains migration. 

  
  We have followed up directly with this individual today 12/20/2024 to provide further explanation regarding the price increase they experienced and to offer further support with their domain transfer. The support ticket number ******** can be referenced going forward.

  
  Once the domain transfer has been successfully completed and our customer has no further questions, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,

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

  
  

  Customer Answer

  Date: 12/20/2024

  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 informed me that ****** Workspace had raised their prices after my Workspace transferred into Squarespace's management. This may be true, but that does not explain why my actual plan was changed to the higher priced plan. Even if the prices were increased, when I switched my Workspace back to ******'s management, I was able to change my plan back to the original plan I had with the lower price. My plan was still changed to a higher-tier plan without my knowledge when Squarespace began managing the Workspace account.

   

   

   

   

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

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

  Business Response

  Date: 12/23/2024

  Dear BBB Complaint Services,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/24/2024 regarding a complaint submitted to the Better Business Bureau by ******* *****. In the notification, the complainant notes that they are unsatisfied with our response regarding their ****** Workspace subscription.

  
  Please be advised that the customer has an active conversation with myself following their original complaint. We have followed up directly with this individual today 12/24/2024 to provide further information regarding their ****** Workspace subscription and the price change experienced. The support ticket number ******** can continue to be referenced going forward.

  
  Once the customer acknowledges our reply and has no further questions we will consider this case solved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ***
  ******** ******* ****
  ******************
  

  
  

• Initial Complaint

  Date:12/03/2024

  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 purchased a domain from Squarespace on Sept 9, 2024 and started designing a website to use for a small side business. I had to step away for a couple of weeks for personal reasons. When I came back to continue working on it, the incomplete website and domain were both gone from my account. I tried to find contact information for the company, but the only contact information is an email address. I emailed the company requesting access to my domain and for the incomplete website to be restored. The response was that the domain was not associated with my account. I sent them proof of purchase and, again, requested access to my product. I received a response that my proof of purchase was not needed and had been automatically deleted and that the domain that I had purchased was not available. I responded that I knew it was not available because I had already purchased it. They sent a response for me to reset my password, which was never the problem. I can obviously log in to my account because how else would I know that my domain and incomplete website were missing. I have since gone back and forth for weeks trying to get access for my purchased product and still have not had my domain returned to me. I have even tried ending email threads and starting completely over to see if I can connect with someone who understands that I have already purchased the domain and I do not need log in information, but I have had no success. There is no way to actually contact this company to have this issue resolved.

  Business Response

  Date: 12/20/2024

   

  Hello, 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/17/2024] regarding a complaint submitted to the Better Business Bureau by ******** ***********. In the notification, the complainant notes that they are unsatisfied with our Refund Or Exchange Policy and is claiming we are withholding a domain they purchased. 
  Please be advised that our records indicate they were not writing in from an email that matched the domain owner so we requested ownership documentation from them on ticket reference number ******** on 11/11/2024. To which we have not heard back. 
  Once we are able to verify this customer as the owner, than we can move forward with assisting them as security is our top priority. 
  Sincerely,
  **** ****** 
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 12/23/2024

  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 emailed from both my account that is attached to the account with which I purchased the domain and my personal account that I use on a daily basis. I provided them the same information with both emails and still have not received access to the domain I purchased or the website I was in the process of creating. I have once again sent in the information requested and have received no response. At this point, I expect the domain and partial website returned to me and compensation for the hassle that has continued for months now because they offer no actual customer service. They only have an email address. If you send an email, it takes a week to get a response which is unacceptable. I will not be closing out this complaint until that happens.

   

   

   

   

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

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

  Business Response

  Date: 12/27/2024

  Dear BBB Complaint Services,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/27/2024 regarding a complaint submitted to the Better Business Bureau by ******** ***********. In the notification, the complainant notes that they are unsatisfied with our billing policies.
  Please be advised that our records indicate supervisor ****** has reached out to them to remedy this situation. The customer has now been verified and after further investigation they were on a trial site that expired. The supervisor has since offered them a credit of $100 for their future site. 
  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 takes the necessary action of confirming with ****** their credit, 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:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was asked to verify my account by providing corporate information. I provided it and I received a message confirming I was verified and can receive a payout. I returned to my business setting page and it is telling me to verify my account again. There is no help or follow up to let me know when to expect payment as I cannot determine if the support I received actually verified my account.

  Business Response

  Date: 12/03/2024

  Dear BBB Complaint Services,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/2/2024 regarding a complaint submitted to the Better Business Bureau by ***** *****. In the notification, the complainant notes that they are unsatisfied with the support provided when setting up their Squarespace Payments account. 

  Please be advised that the customer has an active case with our Payment Operations and Risk Team in which support is currently being provided to resolve this issue. The support ticket number for this interaction is ********.

  We have followed up directly with this individual today 12/4/2024 to offer acknowledgement of their complaint and provide additional support. The support ticket number ******** can be referenced going forward. 

  Once the customer has been able to successfully complete their Squarespace Payments setup  we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,

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

  
  

  Customer Answer

  Date: 12/13/2024

  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:
  

  
  

  Reference ID # ********
   
  Remains unresolved. And no clear action in sight to resolve their ability to payout out money I earned.
  
  Thanks,
  *****
   

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

  Business Response

  Date: 12/16/2024

  Dear BBB Complaint Services,

  Squarespace, Inc. (“Squarespace”) writes in response to your notification dated 12/13/2024 regarding a complaint submitted to the Better Business Bureau by ***** ****** In the notification, the complainant notes that their original complaint has not been resolved.

  This customer has an open ticket with Squarespace #******** that can continue to be referenced going forward. 

  We have followed up with the member directly today to confirm that we have reached out to our account management partner. They're reviewing and working on this case and we've requested this be made top priority so we can get a resolution as soon as possible.

  Since this customer has been notified, once they have been able to successfully complete their Squarespace Payments setup we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,

  ***** **
  Customer Support Lead
  Squarespace, Inc.
  

  
  

• Initial Complaint

  Date:11/22/2024

  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.

  7/27/2024 I set up a trial website with Squarespace. They require a credit card to start the trial. I started to create the site and cancelled by the trial end. Squarespace continues to auto-charge my credit card $25 per month. There is no phone support, live chat doesn't work, and there is no no email address to create a support ticket.This is a web hosting company violating all the tenants of good design and customer service! It should be a requirement to list a phone number or email address that gets answered in order to take transactions.

  Business Response

  Date: 11/25/2024

  Dear BBB Complaint Services,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/22/2024 regarding a complaint submitted to the Better Business Bureau by ******* ******. In the notification, the complainant notes that they are unsatisfied with our billing policies and accessibility of our customer support.
  
  Please be advised that our records indicate the customer did not contact **********************, nor were we able to locate an account associated with the email address provided in the complaint. Additionally, we were unable to locate the website displayed in the screenshot provided by the customer. Wed also like to clarify that ********************** offers a 14-day free trial, allowing users to explore our platform without needing to provide credit card information. This policy ensures users can try Squarespace with no upfront commitment, and further details are available here:
  
  *******************************************************************************************************************************;
  
  Subscriptions can be canceled at any time, with cancellation steps and refund policies publicly available on our website. Furthermore, we do provide 24/7, 365-day customer support to assist users with any inquiries.
  
  We have followed up directly with this individual today 11/24/2024 to clarify how to reach our support team in future and to request further information necessary to investigate their billing inquiry. Should additional details become available, we will promptly review the case and, if applicable, offer a refund. The support ticket number ******** has been created and can be referenced going forward.
  
  Once this information is received and the review is complete, 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:11/21/2024

  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.

  Square space professes to have "tech support" but in fact users are unable to access any kind of tech support. Loging in at ******************************************* brings the user to a supposed help area but the links therein don't work and the user is stuck in a loop.

  Customer Answer

  Date: 11/21/2024

  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:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Squarespace has for multiple days refused to help me regain access to my domain. I have sent several documents proving I own the business that owns the domain yet they keep asking for more. I cannot reach anyone by phone, the live chat is too busy and not working and the staff refuse to give any direction as to what other options are available for me to prove ownership. Yet they can consistently send me emails stating my domain is going to expire or has expired. Help! What or who do you file complaints with and how do you get actual support?

  Business Response

  Date: 11/21/2024

  Dear BBB Complaint Services,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/20/2024 regarding a complaint submitted to the Better Business Bureau by ****** *********. In the notification, the complainant notes that they are unable to renew their domain after providing documentation to confirm ownership.

  It is important to note, this customer already had an open escalated ticket that was being worked on at the time of this complaint. We have reached out to the customer today 11/21/2024, to confirm the documentation provided was sufficient to prove ownership of these domains. Both domains have been moved to the requested email and they will be able to renew. 

  Since this customer has been notified, we will mark this case as resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,

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