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:11/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a domain through Square Space on 11/10/23 because ****** Domains are not a thing anymore. I have been trying to forward the domain to my business page, but their website is not user friendly, so I reached out to ********************** to cancel and get a refund for $12.00 once I figured out I wasnt going to be able to successfully have my domain going to my business website. I reached out to them for a refund and to cancel on 11/14/23 that was within the 5 days they give you to request a refund. I proceeded to follow the steps that was given to me to cancel and get a refund, but the cancel option was never available to me. I made Square Space aware that their site didnt give me the option to cancel. I am just receiving an email on 11/17/23, outside of the 5 day window that I cant cancel or get a refund. Im just out of $12.00 and stuck with a domain I know nothing about or how to redirect it.

  Business Response

  Date: 11/17/2023

  Dear ******,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/17/2023 regarding a complaint submitted to the Better Business Bureau by ***********************..

  In the notification, the complainant notes that they are unsatisfied with our domain refund policies. 

  
  We have followed up directly with this individual today 11/17/2023 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.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:11/08/2023

  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.

  At October 30th I transferred my domain to Squarespace company from other company, I paid 20 $ for this domain for a year. Usually it takes few day to transfer the domain so I waited patiently. after a week I tried to connect my domain to my new website that I build in other country. It is a very common and easy process but it does'nt work. Something stuck at Squarespace and they doe'snt have any customer service! I have no access to my domain, they don't have phone number, they don't have chat at the website, only emails. I sent them more than 3 email but nobody answer me and I've got no response. Meanwhile, my website not on air and it make me a huge problems at my business!! If they can't help me at least they should give me back my money and my domain so I can reach out to another country and connect my domain!!! I'm so frustrated!!!

  Business Response

  Date: 11/08/2023

  Dear *****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/8/23 regarding a complaint submitted to the Better Business Bureau by *******************************. In the notification, the complainant notes that they are experiencing difficulties with their Squarespace domain as well as expressed dissatisfaction with our response time and support channels.
  

  We have followed up directly with this individual today 11/8/23  to provide support with their domain, as well as provide clarification on our support channels. 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
  ******************
  

  
  

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 11th, 2023 I signed up for squarespace. I used a template to build the site *************************.com The site went live around the end of September, and I've been paying $33 dollars a month for hosting since.I've been checking to see if my site will turn up in a ****** search since, but it still has not been indexed. My webpage is very simple, it's just one page. But for some reason, ****** will not index it. The reason is 'excluded by noindex tag', which seems to be a tag squarespace has added. I tried to resolve this problem by using squarespace's help function and went through every step they recommended. It didn't fix my problem, I'm still not indexed by ****** and get the same error.On October 12th, I verified the site on ****** Search Console and received email confirmation it was verified.On October 17th, I started the "validation process", hoping that would help. No dice.On October 20th, I contacted customer support, and the technician expressed confusion over why there was a nonindex tag at all. He couldn't see one and didnt' understand why it was keeping my site from being indexed. he recommended that I add a sitemap on the ****** console, which I did. Nothing changed, my site is still not indexed by ******.On October 21st, I emailed for help. I was instructed to watch a webinar on SEO October 25th, which I did, but didn't give me any answers.I'm starting to feel hopeless that this website will ever be indexed. I've jumped through every hoop available so far. Why is squarespace adding a "no index" tag to my site?? Please help!I'd like someone to help me, or I'd like to cancel my subscription and be refunded for the $119 I've spent so far on a website that is just not working for me.

  Business Response

  Date: 10/26/2023

  Dear *****************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated October 26, 2023 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unsatisfied with the level of service they received and issues the are continuing to experience with their website.
  
  We have followed up directly with this individual today October 26, 2023 to provide additional support and a potential 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 takes the necessary action outlined in our response and waits the allotted time for the processes to be completed, we will consider this matter resolved. If our proposed solution does not affect their site, we will continue to work with them until we find an appropriate resolution. 
  
  
  Sincerely,
  
  ************
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 11/03/2023

  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]

  Squarespace's reply to the BBB was that they had offered a course of action to take - but I was told "the only thing left to do is wait." 

  This isn't an acceptable solution for me - a nonindex tag at squarespace is precluding my site from being able to be indexed through ******* I'm not comfortable closing this complaint at this time since nothing has been resolved yet.

   

   

   

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

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

  Business Response

  Date: 12/08/2023

  Dear *****, 
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/7/2023 regarding a complaint submitted to the Better Business Bureau by *********************************. In the notification, the complainant notes that they are unsatisfied with our previous response to her BBB complaint lodged on November 14, 2023.
  The original complaint was related to the customers website not being indexed by ****** Search Console, a process that takes place entirely independent of our services. They also mentioned concerns about a noindex tag on their site, which we provided clarification on and assurance that this wasnt something that would be preventing their site indexing. 
  

  For context, when a site is submitted to ****** Search Console for indexing, the timing of this process is completely out of our hands, and is something that you do need to wait for ****** to complete, on their own schedule. It is important to note that as of 12/8/2023, I can see that their site has been indexed by ****** and it is searchable. 
  We have followed up directly with this individual today 12/8/2023 to provide clarification on the process and some basic troubleshooting, in the event that they arent seeing that on their end. The support ticket number ******* can be referenced going forward.
  As the customers site has been indexed by ******, we consider this complaint resolved.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 12/14/2023

  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:10/24/2023

  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.

  Business refuses to give us access information for our website. Asking for information we do not have. There is wrong information that needs to be changed and we cannot access. This is costing us money daily! We have made multiple attempts to resolve yet they still refuse.

  Business Response

  Date: 10/24/2023

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated October 24, 2023, 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 did contact ********************** support on October 12, requesting ****** to a Squarespace account to which we responded on the same day. There was no response from the customer until October 23, 2023. The ticket is still open, and we encourage **** to continue correspondence with our support team to reach a resolution.
  

  We have followed up directly with this individual today October 24, 2023 to provide clarification on our policies as well as the necessary information needed to move forward. The support ticket number #******* can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  

  Once this customer takes the necessary action of providing the required documentation, we will be able to grant ****** to their account and consider this matter resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:10/23/2023

  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 bought a domain, v242 .com, from ****** Domains which has since been transferred to squarespace. ****** has locked me out of my account, ******************** which in turn is locking me out of Squarespace which requires my ****** login.. ****** asks me to use 2 step verification but the phone number of record is a ****** voice number also under the jsmail242 account. So now I have no access to my domain.I contacted ********************************** the domain register but he has ignored my issue.I would like access to the domain.

  Business Response

  Date: 10/23/2023

  Dear ******,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated October 23, 2023 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unable to log in to manage a domain they purchased with *******
  Please be advised that although Squarespace is the registrar of record for  domains purchased with ******* all accounts, billing, and management of the domains are currently still with ******* Customers should be able to access domains from their ****** Domain accounts as they did previously and we have no visibility into these accounts as of now. 
  We have followed up directly with this individual today, October 23, 2023 to provide clarification on the relationship between Squarespace and ****** Domains, as well as assistance in reaching out to ****** directly to recover their account. The support ticket number ******* can be referenced going forward. 
  This customer will need to continue their inquiry with ****** directly as they are the current account managers. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:10/10/2023

  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.

  This company is debiting my checking account with a recurring debit I never authorized with the last 4 card number that does not match my debit card. However the payment are being deducted from checking causng overdraft fees and my real bills to be returned for non-payment and additional overdraft fees to my checking account. Therefore making it impossible for me to use my bank account

  Business Response

  Date: 10/10/2023

  
  Dear ******,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated October 10 2023 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they are unsatisfied with and unrecognized charge from us.
  Please be advised that our records indicate the customer did not contact ********************** to identify the associated subscription and cancel to prevent further charges. 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. Additionally, the email address provided by the customer is not associated with any ********************** subscriptions.
  We have followed up directly with this individual today, October 10 2023 to provide clarification on our policies as well as the opportunity to make an exception to our refund policy in this instance once we can identify the charge. The support ticket number ******* can be referenced going forward. 
  Once this customer takes the necessary action of responding with the information needed to identify the charge, we can assist with cancelling the subscription, providing a refund exception, 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:10/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an older squarespace account type that no longer is available because I've been a customer for ten years now, since 2013. I noticed that my sales were down so I went into my analytics and noticed that a feature that I pay for - abandoned cart recoverty - had been turned off via some technological problem on the part of the company.I tried to toggle the switch back on and it was disabled. I contacted customer service and ******* suggested I try another browser. I switched from Safari to Chrome and found that the ********** could turn on. However, months went by without my knowing that the switch was off, resulting in potentially thousands of dollars of lost sales. I asked the customer service rep for reconciliation by refunding part of the payment I had been paying for that feature that was inactive and he refused.I asked if there was anything else he could do to reconcile the situation and again refused to do anything, citing a company policy.

  Business Response

  Date: 10/06/2023

  Dear *******
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 10/06/2023 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant requested a refund based on a feature of their subscription not being turned on, due to a local browser issue on their end. 
  
  Please be advised that our records indicate the customer was able to successfully switch on this feature yesterday 10/05/2023 with the help of our Support agent through local troubleshooting steps.
  
  We have followed up directly with this individual today 10/06/2023 to provide clarification on our scope as well as the opportunity to credit the account as a gesture of goodwill. 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:10/06/2023

  Type:Product 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.

  #********* Charged on Friday, August 25, 2023 Subscription: Personal (Monthly) - $23.00 request (*******)As I was unfortunately unable to use and access the account services I purchased and paid for I have contacted the merchant and requested to please process and provide a refund returned to my credit card. Merchant has not complied.

  Business Response

  Date: 10/06/2023

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

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 10/6/2023 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 did not contact ********************** to cancel the subscription in question until after the refund window had passed. 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 10/06/2023 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.

  Since the refund was issued we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ********
  Customer Support Team Lead
  ******************
  

  
  

  Customer Answer

  Date: 10/06/2023

  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:10/05/2023

  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.

  While i hate to have to complain about a local business, i also feel like the upper mgmt would like to know that some of its creative customers feel unseen and unheard and feel there is an insidious rot in the technical process of customer service that likely requires reworking. It shouldnt take endless emails last weeks if not years to get a handle on a rather simple billing issue -moreover one that makes ss lose money and its customers lose visibility and service. I dont even know how long my site has been down. I simply want to restore it. Does anyone today have a record of which credit card number one used years ago, not even a white shoe accountant has that info handy if not on file. Moreover the lack of viable customer service is an insidious cost saving bullying against the very people inclined to be their customers dont ask us artists to be more organized and logical than you are and please dont embrace the conceit of becoming a robot vampire bank, where automated percentages of e-commerce transactions are your only aim and the rest of the population can go climb a tree, pardon my french.Im doing teaching and ***** applications after a rough few covid years. Dont make my life more difficult so you can stack more billions onto your IPO trophy. FIRE (finance insnreal eatate) needs to havr some more decency to the ICE (innovation culture and entrepreneurialism) if they want to continue to have a cool city. Dont join the darkside and turn your back on your original customers. Thank you

  Business Response

  Date: 10/17/2023

  Dear ***********************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 10/5/2023 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they contacted us regarding a billing issue and felt that it took too long to resolve. 
  
  Please be advised that our records indicate the customers issue was resolved prior to the filing of this complaint. Further, we offer 24/7 365 day support.
  
  We have reached out directly to this individual today 10/17/2023 to offer any additional assistance that *** be needed. The support ticket number ******* can be referenced going forward.
  
  We will now consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ********************
  Customer Support Lead
  ******************
  

• Initial Complaint

  Date:09/21/2023

  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 have used Squarespace for many years, and consequently am on a legacy subscription plan paying $12/ month. I have always been on autopay, without a single issue until last month. There was a brief fraud alert on my credit card, so the initial autopay charge did not go through on Aug. 27, 2023. Squarespace sent emails asking me to make sure my payment method was up to date. I did exactly that. I contacted my bank, resolved the fraud alert, was told by my bank that all future charge attempts from Squarespace would go through and I made sure my payment method was up to date. This was all done promptly and within the grace ******* Squarespace then lied and said they tried to charge my card 3 more times (on Sept 2, Sept. 7 and Sept. 11) and claimed my bank denied the charges so Squarespace shut off my website and ended my legacy subscription. My bank confirmed that Squarespace made NO attempts to charge my card after Aug. 27 as they claimed to. My bank also said any such charge attempts would have gone through on those dates, without issue. The bank wrote an official letter to confirm this, which I provided to Squarespace and the BBB. Squarespace is refusing to reinstate my legacy subscription, even though I did everything they asked to make sure my payment would successfully go through in the grace ******* Squarespace's predatory tactic is dishonest and attempts to falsely place blame on the customer or customer's bank so ********************** can kick them off of their legacy plan and force the customer into a higher cost plan. They offered $100 credit to temporarily offset the cost increase, but that only helps temporarily, and I intend to have my website longterm. I should not need a credit to offset a price increase because if Squarespace had been honest and actually charged my credit card when they said they did, during the grace ******* I never would have lost my legacy subscription. Therefore, they should honor and reinstate my legacy subscription.

  Business Response

  Date: 09/25/2023

  Dear *****,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/21/2023 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 plan pricing.
  
  We have followed up directly with this individual today 9/25/2023 to provide clarification on our policies as well as the opportunity to make an exception to place them back on their previous Legacy plan and pricing as a one-time offer and gesture of goodwill 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.
  
  Once this customer takes the necessary action of reactivating their expired website subscription to our current monthly Personal plan and pricing, we will be able to retroactively place them back on their previous Legacy monthly plan at $12. We will also cancel the $100 credit that was offered by the previous Squarespace Lead per their request and we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************