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:04/08/2024

  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.

  We attempted to cancel an autorenew subscription and domain renewal. They cancelled the domain but charged us the more expensive subscription renewal (the 2 parts work together and the website does not work without both parts being renewed each year). They will not refund the money for the auto renewal that we tried to cancel even though they can see we were trying to stop the auto renewal of the website by the fact that they turned off the domain. There is no customer service line to contact for human consideration of the issue. They just require you to fill out an online form. The attachment shows that they expired the domain because we turned off the auto renewal but they went ahead and charged us for the subscription that doesn't work without the domain.

  Customer Answer

  Date: 04/09/2024

  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:04/08/2024

  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.

  The advertised price of $12/year to obtain the domain and then during Credit card transaction the squarespace price shows $8 discount for the first year and then $20 annually next year. Square space must declare -first year price ,before purchase decison not during the CC transaction.Intention is to declare all info upfront.

  Business Response

  Date: 04/08/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated April 8th, 2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with the way we display our pricing.
  We appreciate *** ******** attention to this matter. We take great effort in being transparent with our pricing and have an extensive ************ where we try to answer any questions customers may have about our products and services, including pricing and billing. 

  
  Pricing for domains varies, so we have created a landing page where customers can check their domains availability and see the cost of the domain in question. When available domains are listed you are able to see the discounted price and the full price of the domain. 

  
  To *** ******** point, once you choose the domain that you want to purchase, you are routed to the checkout page and we call this out as a First Year Discount. 

  
  We understand *** ******** frustration with this and appreciate him taking the time to reach out with feedback so we can continue to work on improving our services over time. 

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

  
  

• Initial Complaint

  Date:04/05/2024

  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.

  ******************************* ******************* **************************** Director/Manager of **** *********************************** ************ Our organization is a non-profit corporation, **** 25 35, dba Thoughts And Prayers In Action.org The domain purchased was: thoughtsandprayersinaction.org I began this relationship in March and April of 2023. Feb 25th of THIS year I received a notice of non-payment. Our organization is listed in ************ Secretary of ********************** We had listed on SquareSpace with the domain name and a site. The credit card used to pay for the initial subscription had to be locked. The card was Barclays AAdvantage account ending in ******** We have other cards and methods of payment.Squarespace is NOT reachable after over 50 attempts to contact customer support. One cannot get the support website to load.I am HAPPY to pay any and all ******** for services rendered. The blockage is affecting our domain, our site, and our credit history. I WANT TO PAY THEM ! THEY ARE IMPOSSIBLE TO REACH. They say you can TALK to someone. There are NO phone numbers, anywhere. The support site will not load. This is harming me and they are unreachable. If someone will SPEAK with me I am happy to pay what I owe, and solve this. THANK you,*******************

  Business Response

  Date: 04/11/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/5/2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they are unable to contact us in regards to their domain and website not being active.

  Please be advised that our records indicate the customer did not contact ********************** about their domain or account until the date this complaint was filed. Subscriptions can be reactivated with the steps publicly available in our Knowledge Base. Further, we offer 24/7 365 day support through chat and email as options, it seems the customer was looking for a phone number which is not an option at this time.

  We have followed up directly with this individual today 4/11/2024 to provide clarification on our policies as well as the next steps they need to take if they choose to resume their subscriptions. 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 to reactivate their subscription,, 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:04/01/2024

  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.

  Tried to get assistance with their product and never received any. They refuse to help me because of my religion.

  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 were unable to receive support from our customer support team and that they feel this is due to religious discrimination.
  
  Please be advised that the customer reached out to our customer support team via Live Chat outside our operating hours for Live Chat. While attempting to initiate the chat, they interacted with our chat bot which stated, live chat is currently closed, please fill out the form below to send us an email. We responded to the customer via email and answered the question they asked when attempting to initiate the chat.
  
  Additionally, we take reports of discrimination of any kind very seriously, but I was unable to find any mention of religion in any of the customers past cases that I reviewed.
  
  We have followed up directly with this individual today, April 2, 2024 to provide clarification on our Live Chat hours and refund policies, address their concerns about religious discrimination, and offer any additional troubleshooting assistance. The support ticket number ******* can be referenced going forward. It is important to note the customer has reached out to, and successfully received assistance from, our customer support team multiple times in the past.
  
  We will now consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ********************
  Customer Support Lead
  ******************
  

  Customer Answer

  Date: 04/04/2024

  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]

   I am still being discriminated by squarespace today.  I reached out to customer service and they said their is an error on their end and will get back to me when it is fixed which they never did.  I also feel it is discriminatory for me to pay full price while only getting a portion of the features I paid for.  For example I am not able to have custom header navigation on my site which is why I asked for a refund but was refused.  I dont get acceptable customer service and I also dont have access to the features I paid for. The company looks like a scam at this point.  In addition to squarespaces low bbb grade , low trustpilot rating I give them a failing grade as well.  

   

   

   

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

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

  Business Response

  Date: 04/12/2024

  Dear *****************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated April 11, 2024 regarding additional concerns submitted to the Better Business Bureau by **************************************. In this notification, the complainant states their dissatisfaction with our product and customer support, and that they are being discriminated against.
  
  Our records indicate the customer has continued to reach out to, and successfully receive support from, our customer support team in both email and Live Chat since the original complaint on April 1, 2024. In all of these cases, the customer received timely and thorough support.
  
  Additionally, after a thorough review, I wasnt able to find  an interaction where an error was identified on our end, but I did find a Live Chat where a followup email was promised to allow for additional troubleshooting. For your reference, the Live Chat ticket number is ******* and the followup email ticket number is *******.
  
  If the customer is not receiving our emails, they may need to check their spam folder or reach out to their email provider.
  
  Regarding the customers request for a refund, we dont offer refunds for site errors or other issues per Section 12 of our Terms of Service:
  
  ********************************************************
  
  In some cases, customers are entitled to full or partial refunds upon the cancellation of their subscription or subscriptions, depending on the situation. Customers can cancel their subscriptions at any time.
  
  Lastly, and as stated in my first response, we take reports of discrimination very seriously, but I was unable to find any instances of discriminatory behavior in any of the cases I reviewed.
  
  I reached out to the customer directly on April 2, ************************************** their original complaint, however, I have yet to receive a response. That ticket number is *******. I reached out again today, April 12 ************************************************************************** case our messages are not reaching them.
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  

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

• Initial Complaint

  Date:03/22/2024

  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.

  My ****** Domain was acquisitioned by Square Space. They promised me that my website data would not be effected. To-date, I have requested from customer service to gain access to my domain and my website data. I have received no reply or response from the business. I wish for them to contact me immediately by phone and repair my digital data and provide the service they promised. They have NOT fullfilled any obligations they were required to fullfill.

  Business Response

  Date: 03/22/2024

  Dear ***********************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/22/24 regarding a complaint submitted to the Better Business Bureau by ***********************************. In the notification, the complainant notes that they are unsatisfied with their custom domain management and website data.
  
  Please be advised that our records indicate the customer did not contact **********************. Further, we offer 24/7 365 day support in case they need to reach out in the future.
  
  We have followed up directly with this individual today 3/22/24 to provide clarification about their custom domain ******************** and who to contact for the best support. To help clarify, the customers custom domain is currently managed by a third-party service named GoDaddy. I believe theres some confusion on who to reach out to in regards to the registration and management of the custom domain ********************. Ill ensure I clarify and gather as much information to help point them in the right direction. 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 clarifies and provides further details on their domain in question, Ill be able to target their issue and point them in the right direction in order to manage their domain as needed. As of right now, the custom domain ******************** is currently registered to a third-party domain called GoDaddy. From there, 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: 03/31/2024

  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:

  Hello, square space is the one who has not fulfilled their business obligation. They are the ones confused. The domain is NOT from godaddy. We do have a domain for ******************** but the complaint comes from a ****** domain tbcwellbesscenter.com. I have explained this via email after they finally reached out from the bbb claim. 
  

  I contacted square space via their website help form on 3/18/24, 3/19/24, and 3/20/24. Which has todate received no response from them. 
  

  Square space continues to quote misinformation and avoiding their obligations to provide us our digital data and asset they obtained from ******* Go daddy has nothing to do with their acquisition of our ****** domain and our data we had built on ****** domains. 
  

  I have explained this in email to them and they refuse to acknowledge it or respond with helpful information for resolution. 
  

  Square space  does not offer any phone number to contact them directly to resolve. I have requested they call me to help sort this out. They have neglected to do so to date. So therefore we reject their willful and intentional negligent response. 
  

  To date we are still missing our data they acquired from ****** for tbcwellnesscenter.com. 

   

   

   

   

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

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

  Business Response

  Date: 05/03/2024

  Dear ***********************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/2/24 regarding a complaint submitted to the Better Business Bureau by ***********************************. In the notification, the complainant notes that they are unsatisfied with their recent domain migration from ****** over to Squarespace.
  
  Please be advised that our records indicate the customer did reach out on April 2nd, 2024 (ticket reference *******) about the same issues. We did successfully respond on the same date, but did not hear back from the customer since their initial first response. Further, we offer 24/7 365 day support in case they need to reach out in the future.
  
  We have followed up directly with this individual today 5/3/24 to provide clarification about their Squarespace managed custom domain tbcwellnesscenter.com, clear up the confusion with GoDaddy, and provided clear expectations on who to contact in regards to their main concerns about website data and content. 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.
  
  To resolve their issues with their previous website data, theyll need to directly reach out to ******s support team as this specific scenario is outlined by ****************** Once the customer speaks with ******, they should be able to address their specific concerns theyve outlined in their BBB complaint. We will then consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:03/19/2024

  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.

  I previously had a website with Squarespace. I forgot about it and canceled it after they automatically charged me. They just charged me the same amount again even though I do not have a website at all.

  Business Response

  Date: 03/20/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated March 19th, 2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are requesting a refund for a website that they were automatically charged for.

  
  Please be advised that our records indicate the customer did not contact ********************** to cancel the subscription in question until after they had been charged. Subscriptions can be cancelled 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 March 20th, ************************************************************************************* cancelling the subscription on their behalf and reverting the charge. 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: 03/21/2024

  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:03/13/2024

  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 opened an account and bought a domain name on 3/8/2024. The site was so confusing that I tried to cancel the same day. The site kept telling me that my email was invalid, so I could not confirm the deletion of my account. They charged me twice for both the site and the domain. I tried to reach out to the company, but they made it very difficult. I called but got a message that they would call me back. Never did! They owe me $100 dollars.

  Business Response

  Date: 03/18/2024

  Dear ***********************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 13 March 2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant expressed their wish to receive a refund.
  
  The customer has since received their requested refund when they contacted our general support team via live chat on 14 March. Furthermore, I have processed an additional refund as a gesture of courtesy. At this stage, the customers refund request has been fulfilled.
  
  We have followed up directly with this individual today, 18 March 2024, to confirm our receipt of their complaint and confirm their refunds have been issued. The support ticket number #******* can be referenced going forward
  
  We consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ************
  Customer Support Lead
  ******************
  

• 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,
  
  *****************************