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:03/05/2024

  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.

  We started a website with Squarepace in March. They advised us to provide our banking information when we had our first sale. We sold 3 musical instruments so we gave them our banking info. They sent us a vague email with words like if, sometimes, and maybe requesting bank statements from us. We contacted our bank and they advised us it was ridiculous for someone to want your bank statement just to pay you the money they collected when they sold your property. We canceled the banking information and resubmitted it only to receive the same goofy email. We are having to contact our customers to pay us directly because Squarespace keeps your money. We have tried repeatedly to get a human to fix this but their customer service is non existent. How do they expect us to stay in business when they keep our money from every sale we make? Thank you. ***************************** from *****************

  Business Response

  Date: 03/06/2024

  Dear ***********************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/5/2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with the requirements and setup process related to our Squarespace Payments tool.
  We have followed up directly with this individual today 3/6/2024 to confirm they successfully auto-passed the verification process required by our Squarespace Payments tool via their latest bank connection. They should be all set for now. 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:02/20/2024

  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.

  From *****************. I have been refused customer service from sqaurespace reps. I even bought the highest level tier of their service option because I thought that would give me access to customer service but it did not. I have requested help over 50x on their website,email and ******* and never received any kind of help and most the time not even a response. I 100% beleive the squarespace corporation is discriminating against me because of my religious beleifes and race. This is federally illegal in the US and a bad business practice. I want to be refunded for the the terrible service and treatment I have had to endure.

  Business Response

  Date: 02/22/2024

  Dear *******,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/20/24 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with the level of support Squarespace has provided, feels discriminated against, and requests a refund for services provided by Squarespace.
  Please be advised that our records indicate the customer has contacted ********************** support on multiple occasions, and we have responded in an appropriate and timely manner in each instance. It is also important to note that the customer does not have a ********************** account associated with the email address they have provided. 
  We have followed up directly with this individual today 2/22/24 to provide clarification on our policies as well as the opportunity to resolve any complaints or issues they have with Squarespace. The support ticket number #******* can be referenced going forward. 
  Once this customer takes the necessary action of canceling the subscription they no longer want we would be happy to make an exception to our policies and issue a refund and 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:02/15/2024

  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 work at a preschool and we use Squarespace to manage our website with their website builder platform but has not previously hosted our domain or emails with them. After touching base with customer service and asking many questions about their services: mainly email forwarding capabilities, we transferred our domain name to Squarespace on 1/16/24. We were told we could use up to 100 email forwarding aliases which is why we chose to make the switch to the platform. Upon the completion of the domain transfer, I set up the email forwarding on 1/23/24. I quickly saw that the email forwarding was not working 100% of the time. Some emails worked, others did not and it was causing an issue for our business. I spoke with Squarespace that same day and they said that it would take a full 48 hours for the emails to work consistently. 48 hours later the emails still did not work consistently and I contacted customer service again on 1/25/24 to get the issue resolved. Upon looking into it they told me they had to escalate the issue and they would convert the livechat into an email ticket (they have no phone customer service) and that someone would reach out with more info. Since then, I have contacted customer service at least 5 more times because no one is getting back to me with an answer except to say that the ticket is being escalated and looked into. It's now been 3 weeks with still no solution or even ideas for troubleshooting or a timeline in which the issue will be resolved. We are trying to switch companies but are told we can't in the first 60 days of joining Squarespace. We cannot run our school properly with our email forwarding down and we are getting absolutely no help from Squarespace customer service except to continually tell us that it's being looked into and someone will get back to us. It's extremely frustrating to have paid for a service that isn't working and to be stuck with that service for 2 months.

  Business Response

  Date: 02/16/2024

  Dear *******,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/15/2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with the function and use of aliases from ****** Workspace.

  
  Please be advised that our records indicate the customer has reached out to us and we have escalated this ticket to our Product Specialist team for further investigation. Our team is currently working on finding a solution or further guidance on how we can assist. 

  
  We have followed up directly with this individual on Monday February 12, 2024 to confirm that our teams were looking into this for further support.. 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 we can have our teams confirm what the issue was, we are happy to inform ****** on solutions or next steps and we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  

  
  

  Customer Answer

  Date: 02/21/2024

  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:

  the issue is not being addressed, we are continually told that the ticket has been escalated and the issue is being "looked into". However, it has been a month since they've been looking into it. In this month, we have not been able to receive all of our emails that have been sent to our business resulting in lost business and a lack of communication with clients who are trying to reach us and can't. Continually being told that the issue is being looked into without any updates, timeline, troubleshooting steps, etc. is unacceptable. We have paid for a service that we are not getting and there is no end in sight to having the issue resolved. How many more months will it be "looked into" before a resolution is reached? The service we were promised is not being delivered.

   

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

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

  Business Response

  Date: 04/08/2024

  Dear ******,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/3/2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with our timing in troubleshooting a bug with our email forwarding feature.
  
  Earlier this week we were able to confirm with our teams that the issue came from our vendors end and with this information our teams were able to resolve the issue. We have followed up directly with this individual on 4/2/2024 to provide an update and confirm the issue has been resolved. 
  
  I can see that the customer has taken action on his end to start moving their domain away from Squarespace and our teams have been able to assist in this process.
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,

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

  Customer Answer

  Date: 04/10/2024

  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:

  there has been no ability of the business to take ownership over not being able to provide a fix for the emails sooner. We had no choice but to move our business to another provider. To then receive a notification right after we move our business away that the email is suddenly fix was interesting timing and there is no possible way for us to know if that information is correct or not since we no longer have an account with them. At this point in time, the only way for me to be satisfied with the company's response would be first and foremost a sincere apology rather than excuses and secondary to that, for them to take accountability that the issue took way longer than appropriate to solve and to be able to admit that it was not an acceptable way to handle communication and customer service.

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

  
  

• Initial Complaint

  Date:02/09/2024

  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.

  I am a squarespace user, and operate my E-commerce store with them. On 12/8/23, Squarespace began receiving false copyright claims on many of my listings (likely done by a competitor trying to abuse the copyright system). The listings in question were temporarily hidden by Squarespace while the claims were disputed by me. If the claims are successfully disputed and won in my favor, Squarespace's policy is to re-instate the listings. Several weeks had passed and I had won all of my counter claims, upon going to un-hide my listings however, 90% of them were simply deleted from my website without a trace. I had won every single claim and should've been able to simple reactivate all my listings. I submitted a ticket asking a few very simple questions. In summary they were : 1. How do you verify the identity of the claimant when receiving copyright claims? 2. What is to stop future competitors from abusing your policies in order to remove my store? 3. What happened to my dozens upon dozens of listings that vanished even though I won all the counter claims?The response I received after days and days is attached. Rather than a ******** response to each of these questions, it is a generic, non-********, and quite frankly lazy and unsatisfying in any way shape or form answer. This is not the first time that I have had issues with Squarespace.I seek the following :1. Compensation for the time it has taken me to re-print, re-photograph, and re-list the tons of sales listings that were deleted from the website without explanation. A lot of my inventory is made to order and this has been an expensive, wasteful, and most importantly time consuming proccess.2. If possible, a recovery of the listings that were removed.3. A satisfying answer to the questions posed in ticket ******* instead of the absolute hog wash I was given.

  Business Response

  Date: 02/12/2024

  Dear *******,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/9/**** regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with our teams policies and response pertaining to copyright infringement complaints leveled at their sites content and products.

  
  Please note that our team already considers this matter resolved. We replied to the initial message on January 2, **** and didnt receive additional inquiries. 
  With this said, our team has followed up with this individual today (February 12, ****) to provide additional clarification. The support ticket number ******* can be referenced going forward. 

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

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

• Initial Complaint

  Date:01/30/2024

  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.

  we are non profit organization for orphange kids, ****** sold our ****** to square space Inc.and its NOT running , we are ******* lots of donation .please help us out and help the kids. we own smarthealthykid.org for more than 12 years ,we bought it from ****** . every year we paid the fee. this year ****** sold our domain to square spaces company.and our ****** it is not running. and we are ******* lots of donation for the orphange kids. we tried to reach either company , it's impossible. please we need your help . the kids needs your help. thank you

  Business Response

  Date: 01/30/2024

  Dear *****************,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated January 30, **** regarding a complaint submitted to the Better Business Bureau by ****************. In the notification, the complainant notes that they have a ****** domain which they believe to be managed by Squarespace after the acquisition of ****** Domains.

  
  Although the domain registrar has been renamed to Squarespace as we prepare to intake domain management from ****** Domains, all accounts, billing, and management of the domains are currently still with ******. Customers of ****** Domains should be able to access the settings for their domains at their ****** Domains account as they did previously. 

  
  As Squarespace does not yet have access to the management or billing of the domain, the course of action for support will be to contact ****** Domains directly. 
  Please be advised we have followed up directly with this individual today, January 30, **** to provide clarification on the domain management, as well as a direct link to ****** Domains support. The support ticket number ******* can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.

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

  
  

  Customer Answer

  Date: 01/31/2024

  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] frankly ; i dont see any resolution offered from square space, they are keep saying they woul be happy to assist an troublshoot ? how they are planing to help?

  i need help to have our server up and running? i am waitiing for help from them or from ******* i can not reach neither one ? we need help , we need help 

  what i have to do to get help and to have our server up and runing ? talk its cheep and we need action and we need help to have our server up and running asap ??????????????

  thank you 

   

   

   

   

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

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

  Business Response

  Date: 02/13/2024

  Dear *****************,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated February 12, **** regarding a complaint submitted to the Better Business Bureau by ****************. In this follow up to a previous complaint, they note that we were not able to provide a resolution and that they have not been contacted by ****** Domains. 

  It is important to note that at no point did Squarespace have access to the management or billing of the domain. Also, we are not responsible for the ****** Domains support team. That being said we were able to reach out to ****** to seek clarification on the domain and were informed that the Domain was transferred to another registrar, Cloudflare, after we had responded directly to the customer.
  
  This matches with the publicly available WHOIS information for the domain:
  
  ******************************************************;
  
  At this time, the domain is managed by Cloudflare and the customer will need to reach out directly to their support team for any further assistance. 
  
  Please be advised we have followed up directly with this individual today, February 13, **** to provide clarification on the domain management, as well as a direct link to Cloudflares support. The support ticket number ******* can be referenced going forward. 
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:01/25/2024

  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.

  Several years ago I used Squarespace [SS] to help build and host a website for a small business i started. in December 2022 I closed the business and therefore no longer needed SS's services. I used their website to cancel the annual subscription I had for their services.On 12/13/2022 I received a confirmation email from SS stating that my SS subscription had been canceled.On 1/15/2024 i checked my credit card statement and noticed a charge from SS on 1/11/2024 in the amount of $181.44. I immediately filed a complaint with SS via their website about this charge and also filed a dispute with my credit card company about the charge. My credit card was able to cancel the charge and I did not have to pay. Later that afternoon I began to wonder if SS also made an unauthorized charge in 1/2023. I checked my statement from 2/23 and sure enough on 1/11/2023 SS charged me $178.08 for services I had previously canceled.I made another complaint to SS regarding the 1/23 charge and they informed me that they would not repay the money. They allege that I canceled the "domain service" but not the "website service". I believe that SS is using fraudulent and deceptive business practices to continue charging customers after they cancel. When I canceled the subscription via their website there was nothing giving me the option to cancel one service or the other. Just the cancel subscription option. Their confirmation email did not specify this distinction. The email stated my "SS subscription was canceled" and my service would expire on 1/11/2023. There is no point to having a website service if you no longer have a domain to host said site.I believe this is a scam. I believe that I am owed the $178.08 they charged me for services I no longer needed, informed them I no longer wanted and never used again despite them charging me two consecutive years without my knowledge or permission. I am also willing to file criminal charges or civil charges should it come to that.

  Business Response

  Date: 01/29/2024

  Dear *****************************, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated January 26, **** regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unsatisfied with our refund policies.
  Please be advised that our records indicate the customer did not contact ********************** to cancel the subscription in question. He had a website and domain subscription, one of which he did cancel and can be seen in the screenshots he shared. Subscriptions can be canceled at any time with the steps, as well as refund policies, publicly available. Further, we offer 24/7 365 day support.

  
  We have followed up directly with this individual today, January 29th, to provide clarification on our policies as well as the opportunity to make an exception to our refund policy in this instance. The support ticket number ******* can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.

  
  We are issuing a refund at this time and 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: 02/02/2024

  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:01/22/2024

  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.com a domain name provider is taking locked domains from my profile expiring them on their own when I just bought them all this year I had 43 domains on the 17th of January 2024 on the 20th I have 35 They have taken these domains without notice and giving me my money back to my bank account for the missing 8 I did not think in a million years a domain provider would take your money then if they want your domains they will just refund your money's to your bank account I have zero trust with Squarespace my domains were in safe hands with ****** buyer beware do not buy your domain or transfer a domain to Squarespace or use their platform for your business or services each domain is valued around $2000.00 on godaddy appraisal I have 43 domains I want ****** for pain and suffering and emotional damage

  Business Response

  Date: 01/23/2024

  Dear ***********************, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated January 22nd, 2024 regarding a complaint submitted to the Better Business Bureau by *******************************. In the notification, the complainant notes that they are unsatisfied with our Acceptable Use policies.

  
  Please be advised that our records indicate the customers domain was in fact suspended and refunded appropriately. We were notified that the customers domain was in violation of our Acceptable Use Policy. Our team took care to review internally and our Security Team confirmed that the appropriate action was taken and the customer was refunded accordingly. 

  
  We have followed up directly with this individual today, January 23rd, 2024 to provide clarification on our policies as well as the instructions on how to cancel his existing domains should he want to take that route. 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. Additionally, the customer has complained that his refunds were submitted to an incorrect account. He is in touch with his bank and they will be able to locate and accurately route the refund that Squarespace has issued. 

  
  Once this customer takes the necessary action of cancelling the subscription they no longer want, 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: 01/24/2024

  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]

   

   You took 8 domains from my Squarespace account without my knowledge and all 43 now are compromised by Squarespace I want refund for all 43 domains additionally I own 60 or so domains in ****** domains Squarespace bought ****** domains and I was told Squarespace would support my domains through  ****** also i want compensation for the 60 or so domains in ****** domains I own since Squarespace bought ****** domains for 180 million dollars i no longer trust Squarespace with my domain purchases 

   

   

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

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

  Business Response

  Date: 01/30/2024

  Dear ***********************, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated January 26th, 2024 regarding a complaint submitted to the Better Business Bureau by *******************************. The complainant notes that they have determined that their complaint has not been resolved.
  
  To recap the situation, we determined that the complainant was in violation of our Acceptable Use Policy. The sites were suspended and refunds were issued for the domains. The customer reported that the refunds were sent to an incorrect account and they are working with their financial institution to have those funds routed to the correct account.
  
  We contacted the customer to clarify our policies and equip them with instructions to cancel any remaining subscriptions if they chose to. The support ticket number ******* can be referenced going forward.
  
  At this point, we believe we have fulfilled our obligations and do not feel that any additional action is required on our part. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ********************
  Customer Support Lead
  ******************
  

  Customer Answer

  Date: 05/20/2024

  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 has deleted my account and all my ****** domains were also deleted by Squarespacei have over 1k in domains [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:01/08/2024

  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.

  Our business has an annual subscription to Squarespace's service to host out website for $252/yr.Our subscription renewal was due in December 2023, but the debit card they had on file was expired.They sent a notice to update the payment method in mid-December (I did not retain copy of the original round of issues, since I didn't expect it would be a big deal to simply update my debit card info).I updated the debit card info in their online form with the correct information for the new card and tried to process the payment again, but it was declined again. I contacted my bank and they informed me that they had block the payment due to multiple attempts with the wrong information. I informed them of the issue and they released the hold.I tried to process the payment again after the bank released the block and the payment still did not go through. I contacted my bank again and they said it was declined due to an invalid security code.I double and triple-checked that I had entered the debit card info correctly on Squarespace's web form and confirmed that all of the information was correct, but the payment was still declined. So the issue must be between their web form and the payment request to the bank and I tried to contact Squarespace's support for help.They don't provide any phone number for support, only web, chat and email which they claim is available 24/7. So I submitted multiple requests for help by email through their online help ticket form 12/21/23, and again 12/26/23 and received confirmation and support case numbers from them, but never had any follow up from them since. I continued getting notices that the payment cannot be processed and now they've suspended our website, which we depend on for business, and we have no way to resolve the issue. I've tried their online chat service, but that again has no access to humans and only generates more worthless email support cases. Issue in their system, but my business is impacted with no recourse.

  Business Response

  Date: 01/09/2024

  Dear ***************************,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 1/08/24 regarding a complaint submitted to the Better Business Bureau by *****************. In the notification, the complainant notes that they are unsatisfied with our support in paying for their website subscription.

  Please be advised that our records indicate the customer did contact ********************** to make the payment to his website and they were contacted by our support team on that same day. The ticket number assigned to that original case is ticket #*******.

  We have followed up directly with this individual today 1/09/24 to provide further clarification on the situation and also clarify that we did reach out to them to further assist. The support ticket number ******* can be referenced going forward.

  I can see that the customer was ultimately able to pay for the site on December 20, 2023 and then canceled this subscription on January 4,2024. They then reactivated under a monthly subscription on January 5, 2024. The issue here seems to have already been resolved and we will make sure to continue supporting them if they need further information or assistance. 

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

  
  

  Customer Answer

  Date: 01/12/2024

  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 was contacted by Squarespace, but their response to you is factually incorrect and uses selective data that is misleading. Since I requested support form a human three times and each time was issued a different ticket number, they only used the last ticket number that was closest to the time they actually responded. The time between my initial ticket #******* which was issued on 12/21/23 and when I was finally contacted by them on 1/5/23 was 14 business days. Their response also states that i cancelled my subscription after finally being able to process a payment on /24. That is incorrect. Because the suspended my subscription because I was not able to process the payment for more than 14 days from the renewal date, I was forced to start a new subscription, which was also at a higher price than that of the previous subscription renewal rate. Based on this experience, I've decided that I do not want to continue doing business with Squarespace, but the website content in their service is not exportable or easily transferrable to another service, so I need to invest the time to recreate it in a different service before I can switch. So I had to purchase a new subscription with Squarespace, but chose the cheaper month to month option, which is a change, but I did not cancel. I requested that they cover the cost of this monthly subscription and they declined.

   

   

   

   

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

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

  Business Response

  Date: 04/02/2024

  Dear *******************************,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated April 1, 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 lack of communication with our team. 

  
  My colleague responded to this complaint earlier this year and was in touch with ************** personally. While we strive to offer support as quickly as possible, there are times when we are experiencing higher volume. We offer 24/7 365 day support via email and our live chat Agents are available during business hours.

  
  We have followed up directly with this individual today April 2nd, to provide clarification on our policies as well as to offer a credit for a monthly subscription to allow him the time to move his sites over to a new provider. The same 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.

  
  I have included this credit onto Mr. ****** account and 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:12/18/2023

  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 am writing to file a formal complaint against Squarespace, Inc. on behalf of ******* **********., a nationally recognized non-profit organization dedicated to suicide prevention. We are facing a severe service failure with Squarespace, leading to significant operational disruption, and their customer support has been grossly non-responsive.Critical Service Failure: We have been unjustifiably lSquarespace'sour domain due to a malfunction within Squarespace's system. This malfunction has rendered our domain-based email services inoperable, hindering organizational communication and functionality.Lack of Response: Despite repeated attempts over the last 23 hours to resolve this issue through SSquarespace'ssupport channels, we have been met with complete indifference and lack of support.Two-Factor Authentication Issue: The system failure disrupted our two-factor authentication setup, denying us access to digital assets. This lockout is not only a disruption to our operations, but, given the nature of our work in suicide prevention, it poses a direct risk to the well-being of those we aim to serve. Squarespace's lack of access and response in this critical situation is unacceptable. It demonstrates a disregard for our clients' welfare and non-profit entities' operations.We demand immediate attention and resolution to this issue from Squarespace. We expect compensation for the operational disruption and a formal apology for the distress and inconvenience caused. Additionally, we seek assurance and proof of measures to be implemented to prevent such occurrences in the future. If necessary, we are prepared to escalate this matter to legal avenues and public forums. We will also be considering transitioning our services away from Squarespace due to this gross negligence and failure of service. This situation is intolerable and indicative of severe flaws in service provision

  Business Response

  Date: 12/18/2023

  Dear *****************,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/18/2023 regarding a complaint submitted to the Better Business Bureau by **************************************. In the notification, the complainant notes that they are unsatisfied with our response times.

  Per our records, ******* had two tickets open regarding his issues and they have since been resolved. He was refunded the cost of two ****** Workspace subscriptions and we also offered a balance for his monthly website subscription.

  We have followed up directly with this individual today 12/18/23 to provide a resolution. 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 replies and/or takes the necessary actions, 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:12/13/2023

  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.

  Recently ****** Domains was purchased by Squarespace. It turns out that the main functionality for which I purchased a domain in the first place is not provided by Squarespace, namely a catch-all (wildcard) email address. I, as well as other users, demand that this functionality be made possible before we can no longer manage domains via ****** Domains.Other users have complained about this issue on Squarespace forums:**********************************************************************************************************************************************************************************************************************************************

  Business Response

  Date: 12/20/2023

  Dear ******,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/20/23 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant is requesting a domain feature that is not currently available with Squarespace.
  
  Our records indicate this customer did contact ********************** support on two separate occasions to discuss this request and I can confirm that our team followed the correct internal process to note this feedback as a feature request to the appropriate development teams on their behalf. This is the extent to which our support team can help with requests for additional features and functionality with our products that are not currently available.
  
  For further updates on product releases, we encourage customers to review our Squarespace Forum. Our Community team posts monthly product updates in the Squarespace Forum and this is the best resource for staying up to date with our new releases: 
  
  **********************************************************************
  
  If they have further questions or feedback about what is possible with their domain or other services, our support team is available via email support 24/7, and we offer live chat support Monday - Friday between the hours of 4am and 8pm Eastern. A new request to our Support team can initiated via the following link:
  
  ****************************************************************
  
  While we will now consider this complaint resolved, should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  **************
  Customer Support Manager
  ******************
  
  

  Customer Answer

  Date: 12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I understand that, although a solution to the problem has not yet been presented, the company's support has already taken the only action it sees fit. In any case, I'm glad that this important feature request is also registered here.
  
  Sincerely,
  
  *************************