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:11/19/2024

  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.

  Hello, my name is ****** **** and I am making a complaint to Squarespace because I paid my yearly subscription on November 5, 2024 for $168 and they have suspended my ****** ********** account. I have been working with them for 2 years and never have I ever had a problem with them up until now. I cannot log in into my account. I keep seeing Account is unavailable. The payment actually went through on my end but I cannot even verify the billing since I am not able to have access. Which keeps me thinking if I dont get access to my account since it has been suspended, how am I going to be able to cancel my subscription and get a refund for this new term paid? More importantly, my business depends on this scheduling platform, and as of right now my mental state is giving me problems since I have not yet received any help from them. In that account I have clients personal data, card on files, past appointments with important information and all information for future appointments. My business is being affected since as of next week I have clients scheduled and I have no way of knowing their date, time, phone number, etc. I tried contacting them through their 24/7 email but I have not had any response. Reading their reviews on their social media they are known for non-existent customer service since they do not answer emails nor solve problems only when a BBB file complaint is made. Also, its very hard to reach a human who can actually hear and help me fix my problem. I have met people with problems not solved, cards still being charged, and clients data leaked. They do not have any phone number I can contact, just the email to which I have not yet received any assurance. I still do not know the reason of my account was being suspended without any notice, even when subscription was paid. Even suspended, they dont give me any way of fixing it. I do really need help solving this problem as soon as possible as my business and mental state is on line.

  Business Response

  Date: 11/25/2024

  Dear BBB Complaint Services,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated November 19, 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 the customer reached out to us on November 17th and our Acuity team reached back out to them on November 18th to un-suspend their account. Our records indicate that their account was suspended due to suspicious activity. Their account is now back up and running and they should be able to access it successfully. 
  We have followed up directly with this individual today November 25th to make sure they are able to access their ****** ********** product and if theres any additional assistance they need. 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.
  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:11/11/2024

  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.

  Fail to answer any of customer support for weeks fail to change nameserver and transfer out the account from **********************.

  Business Response

  Date: 11/13/2024

  Dear BBB Complaint Services, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/11/2024 regarding a complaint submitted to the Better Business Bureau by *** ***. In the notification, the complainant notes that they are unsatisfied with our support response time in regards to the issue they encountered with their domain. 

  
  Please be advised that our records show the customer had received a response from our team on 11/5/2024 to support in troubleshooting their issue which appears to have not been received. We have followed up directly with this individual today 11/13/2024 to continue troubleshooting the issue our customer has experienced with Nameserver connection. The support ticket number ******** can be referenced going forward. 

  
  Once we can identify the specific issue the customer has encountered, we will be able to support in resolving this issue. When the domain is working as expected we will consider the case resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,

  *** 

  Customer Support Lead, Squarespace, Inc.

  
  

• Initial Complaint

  Date:11/11/2024

  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.

  Squarespace Domain is not updating my expired domain even I habe already updated my account and payment information. They will wait too late so that they can charge their customer more money.

  Business Response

  Date: 11/25/2024

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/11/2024 regarding a complaint submitted to the Better Business Bureau by Solnes Hampas. In the notification, the complainant notes that their domain subscriptions had been suspended due to non-payment and they are trying to regain access to reactivate their domains. We have followed up directly with this individual on 11/11/2024 to provide clarification on this and encouraged them to follow our workflows on how they gain domain manager access to their accounts. The support ticket number #******** can be referenced going forward.
  

  As the customer has received the requested refund and now has a direct line of communication for any other concerns, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.

  
  Best,
  *** *.
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:11/11/2024

  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.

  11/6/2024 online chat with Square space assistant Rainier F in ***********, **, which hung up on me because they could not fix my situation. A copy of the transcript is attached to the complaint.

  Business Response

  Date: 11/12/2024

  
  
  Dear BBB,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated [11/6/2024] regarding a complaint submitted to the Better Business Bureau by [***** *****]. In the notification, the complainant notes that they are unsatisfied with their support experience with one of our agents and are suggesting that their issue has not been resolved. 
  Please be advised, I was able to connect with the agent that worked with ***** to offer additional coaching, and upon researching the support ticket, the customer was advised with step by step instructions on how to resolve the issue, however they refused to follow said directions. 
  Additionally, we have followed up directly with this individual on 11/10/24 to provide further clarification. 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, 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: 11/13/2024

  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:

  [Your Answer Here]

   Good morning 

  They have provided me with what they think is a solution but it didn't work and I informed them such.  I have requested that they call me s I can get this resolved ASAP.  It is affecting my business.  But they refuse to call me. I have also sent them follow up emails and haven't heard back yet. 

   

   

   

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

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

  Business Response

  Date: 11/14/2024

  Hello, 

  To the contrary, as noted, Ticket #******** has detailed instructions on how this can be resolved, and their ticket is also in queue with one of our product specialists. 

  We also have explained and resent our phone policy to *** ***** as well "At this time, we don't offer help by phone. Because the issues we troubleshoot are online, detailed screenshots and videos are fundamental for clarifying how we can help. Because of this, we decided to focus on online support instead.
   
  We offer 24/7 support via email and X, formerly known as X. Live chat hours may occasionally change based on demand as we work to help as many customers as we can. The most updated hours are always listed in this guide:
   
  ****************************************************************
   
  Note that we currently only offer live chat and X support in English.
   
  The option to contact us is at the bottom of every page in the ************ After you select a topic that best fits your question, click Email or Live Chat. You can start the process directly at this link:
   
  **********************************************************"
  
  

  Ticket #********

  Hi *****,
   
  Thanks for reaching back out.
   
  I've outlined the issue in my previous response. I will add this below for your reference:
  Your ****** Workspace which was purchased through Squarespace is for *******************************. You can see this through the ****** Workspace panel on your site here:
  
  **********************************************************************************************************
  
  Heres a screenshot of how this appears for reference:
  
  *************************************************
  
  However, the ****** Workspace for *************************** is not hosted through Squarespace. Is this the ****** Workspace youre needing assistance with? If so, its likely the reason youre having trouble sending/receiving emails with this account is because the domain *************************** has been temporarily suspended. You can see this through the Domains Dashboard as Ive outlined in this screenshot here:
  
  *************************************************
  
  To resolve this suspension on *************************** , youll need to verify your email address. You should have received an email from *****************************************************************. Can you check your email inbox or spam folder for this email? If you find it, you can still click the link to verify your domain. This email will be sent to the email address listed as the domain owner. You can confirm this email address from the Registration Information panel on your Domains Dashboard.
  
  You can also update that email address, and resend the verification email, from the same panel. Make sure not to use an email address associated with the domain you're verifying. Because the domain is suspended, you won't receive any mail at those addresses and won't be able to verify it. See our guide for more steps and a visual on verifying your domain:
  
  ****************************************************************
  
  If youre still seeing issues with sending/receiving emails on *************************** once youve verified your email address, Id recommend reaching out to ****** directly since your ****** Workspace account for *************************** is not hosted through Squarespace. Because this falls outside Squarespaces scope of support, we recommend contacting ******s support team:
  
  *******************************************
  
  You can reach ******s support team via the Admin Console (****************) using the following steps:
  
  Select the Support tab.
  Click the Contact Support button.
  
  As for your ****** Workspace account for *******************************, which is hosted through Squarespace, then youll want to log in to your email account for ************************************************************************* at **************** and proceed with accepting ******s Terms of Service using the steps outlined in my previous response. 
  Let us know if you have any questions on the above information.

   

  We are doing everything we can for this customer. 

  Should you have any additional questions please let us know. 

   

  Dalton 

   

  
  

• Initial Complaint

  Date:11/08/2024

  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.

  My website is built on & hosted by SquareSpace. Unfortunately, due to moving our *************** the website lapsed. After we paid the ONE-YEAR renewal fee, the website never came back up live. We have tried contacting them 4 times via email and only get a response that they are too busy along with excerpts from their help manual that are worthless. Since we can't get help, or the website turned back on, we have asked for a subscription cancellation dating back to payment. They are ignoring us for that too. There is no customer service number, no way to contact them, and they just ignore all requests help by sending out AI answers with quotes from their help book. Their customer service does NOT exist. We need to have the money refunded as we are taking our business elsewhere.

  Business Response

  Date: 11/14/2024

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/8/2024 regarding a complaint submitted to the Better Business Bureau by ******* ****. In the notification, the complainant notes that their domain subscriptions had been suspended due to non-payment and they are inquiring about a refund for the website subscription. We have followed up directly with this individual on 11/8/2024 to provide clarification on this and encouraged them to follow our workflows on how they can cancel their site before we issue the requested refund. The support ticket number ******** can be referenced going forward.

  
  As the customer has received the requested refund and now has a direct line of communication for any other concerns, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.

  
  Best,
  *** *.
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:11/07/2024

  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.

  I purchased a domain from Squarespace on 9/5 and I'm looking to transfer the domain ownership. This transfer is for a business, and any time that Squarespace spends not transferring this is time lost since we can't proceed until this is done.They don't have live customer support, as I've tried every day for the past 2 weeks. They don't have a phone number, and I put in multiple support tickets. I've only gotten 1 reply. I've followed all steps on their FAQs, put screenshots of following, mentioned that this is high priority and attempted to verify my identity to them to no avail. I then try to swap this domain away from Squarespace entirely, but they also don't respond so they've essentially locked me out of any possible options. I've attached a screenshot of the initial reply that Squarespace sent- the original was slow, unhelpful, and I mentioned in the original request that those were the steps I had already performed. The only resolution I want is for Squarespace now is for them to allow me to transfer the domain to a different registrar immediately and to reply to the ticket.

  Customer Answer

  Date: 11/09/2024

  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:11/06/2024

  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.

  My domain ************* expired on Oct. 30, 2024 due to a mix up in auto renew pmts. I have tried to contact Squarespace. They are UNREACHABLE. I need help from someone. ****** sold my domain management to Squarespace. Please HELP! My website and email are down and I can't figure out how to renew.

  Business Response

  Date: 11/07/2024

  Dear BBB Complaint Services,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated November 6, 2024 regarding a complaint submitted to the Better Business Bureau by ******* *****. In the notification, the complainant notes that their site *************. 
  Please be advised that our records indicate the customer reached out to us on November 1 and was responded to on that day. At this time we currently have them log into their account to renew their subscription with us. 
  We have followed up directly with this individual today 11/7/2024 to provide any additional help. The support ticket number ******** can be referenced going forward.
  Once this customer takes the necessary action of renewing their subscription, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******
  ******** ******* ****
  ******************
  
  

• Initial Complaint

  Date:11/04/2024

  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.

  9/25/2024 I ******** a request to release my account - unlock it so I could move to another host. My account had expired and I had paid to move to a new host. I've been sent around in circles, told I have to pay them to reactivate my account or they won't unlock the account. I'm not giving an opportunity to speak to someone I'm only provided useless links to article. There is no reason I need to pay them any money at this point. They need to unlock my account, this is not a fee based request. They to this date 10/31/25 are refusing to give me a customer support phone number, are demanding money from me and are refusing to release my domain even though I owe them no money. I've been unable to continue my business for over a month now with no resolution. I just want my account unlocked so I can transfer it.

  Business Response

  Date: 11/14/2024

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/4/24 regarding a complaint submitted to the Better Business Bureau by ***** ******. In the notification, the complainant notes they were unable to receive a transfer code in order to transfer their domain **************** out of Squarespace successfully.
  

  We have been able to successfully generate the transfer code and I followed up directly with this individual on 11/5/24 to provide the code in question. 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.

  
  As the customer has the transfer code needed and has a direct line of communication with our support 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:11/04/2024

  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.

  I have encountered multiple problems with Squarespace since building my e-commerce website, using their platform, 4 years ago. I have used their live chat and have emailed about problems. The live chat service people have been friendly and helpful at times, but when it comes to reoccurring problems, Squarespace never seems to resolve them. The answer is we cant see any problems with your site and the problem eventually occurs again. Here is a list of SOME of the issues Ive encountered repeatedly:- My customers report that the Apple Pay feature simply doesnt work via their mobile device. They are not able to place an order on my site and I end up having to communicate with them about what they want and they pay me with Venmo instead of using my website. There is no way of knowing how many potential customers I have LOST since most people probably give up on ordering when Apple Pay forswore, rather than taking time to contact me and report the problem. - Glitches with uploading and editing photos when adding new products to my site. Many times, I have experienced the site simply being UNABLE to save changes! Therefore, I cant add new products. I have to return and re-attempt repeatedly until the problem is simply not there any more. This sometimes means DAYS of waiting for it to change. - I have provided screen shots of unexpected error messages and have been very specific about things like the order pickup feature not working. Again- the answer is always we looked into it and cant see any problems with your site. Super frustrating because they act as if the problem never existed. As if I have the time to go through the arduous chat or email process to report specific issues and describe, in detail, what happened. - SLOW - Overall, the editing features are very slow. It seems bogged down and always takes an unnecessarily long time to do even the simplest of tasks when I edit or update something on my site.

  Business Response

  Date: 11/12/2024

  Dear BBB Complaint Services,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/04/2024 regarding a complaint submitted to the Better Business Bureau by **** *******. In the notification, the complainant notes that they are unsatisfied with site issues they are experiencing.
  

  As this customer stated, there are different issues, each with different root causes. In cases where we have to escalate, we have informed the customer that a timeline cannot be promised because there are several variables our team has to test against before providing a fix. 

  In the cases where the customers issue cannot be replicated we have asked them to test using our troubleshooting methods and they have elected not to. Without taking these steps we cannot get closer to figuring out that specific issue.
  We're happy to help troubleshoot issues with this customer's site and escalate when necessary to our team, but we don't offer refunds for site errors or other issues.

  For more information, see the Warranty Disclaimers (section 12) in our Terms of Service: ********************************************************

  We have reached out to the customer today 11/12/2024, to confirm site issues are not eligible for refunds and to answer any outstanding questions. 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
  ******************

• Initial Complaint

  Date:11/01/2024

  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.

  Squarespace has paused the ability for our account to take payments based on verification but will not, despite multiple attempts to reach out, advise what the problem with our paperwork is. We have been attempting for over a week and payments are now paused indefinitely. We cannot have that as we sell tickets to a monthly lunch meeting and need to sell them now.

  Business Response

  Date: 11/13/2024

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated Nov. 1, 2024 regarding a complaint submitted to the Better Business Bureau by ****** *****. In the notification, the complainant notes that they are unable to verify their account in order to use Squarespace Payments. 
  
  Our specialized Squarespace Payments team has been in communication directly with this individual starting 10/31 and until today (11/13) to work through this case. 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.
  
  As of today, we have been working with our account management partner on a resolution to this issue and emailed the customer with a few new things to try. We have not heard back yet, but are committed to working through this and reaching a resolution. 
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ***** *. 
  Customer Support Lead
  ******************