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:09/13/2023

  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.

  I got a new debit card, rendering most of my saved payment options no longer viable. While I was in the process of updating my accounts, I fell ill with a second bout of Covid due to the recent surge in ***********. Unfortunately, ***** hits me very hard and I spent close to a month in isolation battling this deadly illness. In that time, I missed payment for my Squarespace account and was sent a notice that my account was "suspended" not terminated, but SUSPENDED. The email they sent me even specifically said, "Your subscription has been temporarily suspended until you take further action" (picture attached). Please note that they explicitly say TEMPORARILY. After recovering, I logged in to fix the payment and they tried to raise my monthly payment from $18 to $23 a month that is a ****% increase!!When I contacted their customer service to complain, they argued that the $18 was a legacy plan that they no longer offer and by canceling my account I had to start with a new payment plan.However, I never cancelled my account, and, by their own language, neither did they. My account was "temporarily suspended" and thus should be restarted at the contracted agreement. They're trying to exploit a medical emergency to force a price increase on me despite the fact that my account was never cancelled. This is absurd and I am seeking remedy in the form of the company honoring the $18 plan I signed up for.

  Business Response

  Date: 09/14/2023

  Dear *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/13/23 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 pricing.
  We have followed up directly with this individual today 9/14/23 to provide clarification on our policies as well as the opportunity to make an exception and place ******* back on their previous legacy plan and original pricing. 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 subscription as we mentioned, Ill be able to place them back on their previous legacy plan and pricing as they hoped for as a one-time offer. Once this is completed on their end, 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:09/13/2023

  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 purchased a subscription to build a website in May 2023. The website never worked properly and i couldnt use it. They acknowledged the issue and they never fixed it. Instead of giving me a full refund for a site they knew i couldnt use, they tried to get me to purchase another subscription at more than triple the original price. When I asked if they could honor the original price I paid, because all of the issues were their fault, they refused and only offered a partial refund.

  Business Response

  Date: 09/14/2023

  Dear ******,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9-13-2023 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with our billing policies.

  Ive reviewed the customers previous support interactions, and gathered a thorough understanding of their case. The site they maintained with Squarespace was impacted by a technical issue, which our engineers are currently working to resolve. For the purposes of this customers site, this issue presents a significant roadblock in functionality.

  A partial refund has already been issued to this customer, based on unused time on their subscription at the time they canceled it. As an additional action, Ive issued another refund, which combined with the previous, covers the entire cost of their most recent payment to Squarespace. In this case, however, we are unable to honor the original subscription price they have requested in the event they started a new subscription. This is because the features and functionality are far greater on current plans than they are on the legacy plan the customer had.

  We have followed up directly with this individual today, 9/14/23, 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 that our engineering team was proactively seeking a solution to the issue impacting this customer at the time of their complaint.

  As we have honored the customers request for a complete refund, we will consider this complaint resolved. If the customer has additional questions or concerns, they can reply directly to the open support ticket referenced above.

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

• Initial Complaint

  Date:08/22/2023

  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.

  Squarespace is by the far the most unprofessional, criminal company Ive ever had contact with. Not only did they not allow me to use my STUDENT code, they refused me the use of it and all my classmates during class. The whole department at **************************** saw the chat between me and *** (squarespace ******). This incident caused our college as a whole to bring mass awareness to the scummy tactics squarespace is using towards students and teachers. I want it to be stated I am part of the board of directors for MCPS schools. No Montgomery county state property will ever endorse or support squarespace again! They need to be investigated which will lead to them being shut down. This will protect millions of people from criminal fraud and manipulating abuse. Now this brings us to our unprofessional criminal act!!! The credit card I had on file (Aug 2022) is no longer in use and expired, so how was squarespace able to charge me WITHOUT my authorization as well as track and find my new credit card number and charge me?? This is beyond a threat and violates every right of security!! Not to mention squarespace turned on the automatic renew after ive disabled it dozens of times. This business needs to be closed down and INVESTIGATED immediately. They spend all there time turning auto renew on all accounts and find every possible billing outlet possible. They have access to everyone's billing ways even without the persons authorization or even inputting anything. This is a high level threat for anyone and everyone! My school has already made 1,000's of flyers along with a ******* video with over 25k views and replies to showcase the criminal unprofessionalism exemplified by squarespace! I'm seeking legal matter in this case, as its beyond alarming that squarespace has access to every payment method even if its expired! Squarespace uses SOFTWARE that finds credit cards and is able to charge full payment to them and you!!! 1.3/5 BBB score screams INVESTIGATE ME!

  Business Response

  Date: 08/24/2023

  Dear *****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/22/2023 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unsatisfied with our billing policies.

  ********* primary complaint centers around his statement that we would not honor his student discount offer code, nor those of his peers. I was able to locate ********* Squarespace site, as well as his original live chat support interaction which was escalated to a Team Lead. I can confirm that the student discount was applied to the initial annual payment that occurred for ********* website subscription. 

  In the original live chat interaction, he requested that we honor the student discount on the renewal of his website subscription. In our public-facing documentation, it is clearly explained that the discount applies only to the first payment for your site, and if a site auto-renews, or if the user upgrades or downgrades their plan, they'll be charged the full price for the next payment. This policy was reiterated by the Team Lead originally assisting them. The terms and eligibility for the student discount can be viewed here:

  *********************************************************************************************************************************************;

  In his message to the Better Business Bureau, ******** also mentions the discount being refused to classmates. Reading through the previous live chat, there were no additional Squarespace website URLs provided, nor were any additional Squarespace users included in the email thread that followed, so we were unable to further investigate these claims.

  ******** also expresses concerns regarding renewal of his subscription, despite his credit card having expired. So long as a subscriptions auto-renewal option is enabled, the charge will be attempted. Banks who issue cards can allow auto-renew charges on expired cards. This can also occur if a users bank has issued them a new card. Squarespace will never force renewal on a site where auto-renew charges have been disabled.

  We have followed up directly with this individual today, 8/24/2023, to reiterate our policies on the usage of the student discount, as well as provide an explanation regarding the charge that occurred via their expired card. In the included screenshot, it shows that their subscription is still active. The charge shown in their screenshot has been disputed by them, so Im currently unable to provide a refund. That said, if the dispute is successful, a refund will be issued. If it is unsuccessful, I will assist ******** in canceling the website, at which point I can issue a full refund.

  The support ticket number ******* can be referenced going forward. It is important to note that we had reiterated our policy regarding usage of the student discount several times prior to their contacting the Better Business Bureau.
  
  Sincerely,
  ******* **
  Customer Support Lead
  ******************

  Customer Answer

  Date: 08/29/2023

  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:

  "********'s primary complaint centers around his student discount code" Not at all but Squarespace has got to cover up the real issue here, which is the illegal authorization on my card without my privilege or consent!

  
  "Complainant notes that they are unsatisfied with our billing policies" Yes, your billing policies and ethics are against the law!! You have software to track peoples credit card numbers and you illegally charge them even though you have no access or permission to authorize payments. This is illegal and fraud! 

        My statement is 100% true because I have a written and signed document from Capitol One (my Card provider) stating and outlining Squarespace breached security and illegally processed my payment without anyone's authorization. Capitol One also confirms there is no way Squarespace could of and can charge me. This is why Squarespace needs to be investigated and why I'm seeking legal help and suing Squarespace. This is beyond unprofessional not to mention illegal criminal activity! 

      Again Squarespace is conducting illegal behavior and its breaching the security of all people. I'm currently working with the *********** to pursue legal action against them to protect everyone's funds as well as protect the students and teachers from such acts! No one should ever have to deal with what I went through with Squarespace! 

     Ever since Ive taken it upon myself to strike awareness of these grimey, disgusting, illegal actions Squarespace is emphasizing, Ive found hundreds of students who have had similar horror stories who are aiding in bringing awareness to this crooked company. Seems like Squarespace has been conducting illegal, unprofessional acts for years and it seems to be getting exponentially worse. Its time for all that abuse and hate towards students and teachers to stop.

     "Squarespace will never force renewal on a site where auto-renew charges have been disabled" Yeah this is literally the reason why we are here. Squarespace has employees (*** & ***) who go into all accounts and continuously check the auto-renew feature. How else is your illegal scheme going to work?
  

     ***, ***, ******* thank you so much for providing and exemplifying all the information and proof I need to solidify my case and point. Squarespace is running an illegal operation and has encryption software that allows them to authorize and process whatever charges they want. This is completely unethical, unprofessional and beyond ILLEGAL!!! 
  

         I refuse to upload any critical documentation pertaining to my case because of the valuable, sensitive information on all of them.

    With an embarrassing BBB score of 1.3/5 I think its time Squarespace's existence gets wiped clean and they take advantage of no one else. Were talking about a website provider having access, power, and privilege to information the *** and banks have. 

   

   

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

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

  Business Response

  Date: 08/30/2023

  Dear *****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/29/2023 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they consider the complaint unresolved, after having received my previous reply.

  Please note that I had reached out to the complainant on 8/24/23 using the email address they supplied, ********************* creating a support ticket with the reference number #*******. At the time of this reply, we have still received no response to our correspondence with *****************
  I can also confirm that following my previous response, a full refund for the most recent charge has been issued to the complainant. They will see the total amount appear back on the card originally charged in three to ten business days. The website shown in ********* initial screenshot, ********************, associated with the charge in question is also now expired. This means that no further charges will occur.

  In my investigation of the account, I found nothing to suggest any unauthorized action had resulted in the charge contested by the complainant. In this case, it is highly likely that one of the two situations listed below occurred, which resulted in the renewal charge - the following information is from our public-facing documentation on expired cards and automatic card updates:

  Your credit cards might still process renewal subscription payments when your:

  Card on file expires - The charge may succeed if the associated account is active and your account information hasn't changed. Banks who issue cards can allow auto-renew charges on expired cards. Doing so helps keep your subscriptions active, without you needing to update your card information. Charges won't process if your expired card's account isnt active or was closed. We recommend updating your billing credit card before your next renewal date if your credit card expires.

  Bank issues a new card for the same account - ******** that issued your card, as part of their relationship and agreement with you, may automatically update your payment card information through its network. This ensures updated card information gets pushed to any merchants, like Squarespace, that have an ongoing subscription with you, the cardholder. Banks want to ensure your subscriptions remain active and that you dont have to manually update your card information with each merchant. This explains why your subscriptions might renew, even though your bank has issued you a new card. For questions about your card information, contact the bank that issued your card.

  That complete documentation is available here: *****************************************************************************************************************************************************

  If ******** would like to look further into the charge in question, I will be standing by to help. To receive assistance, they will need to reply to my email support ticket, and complete the account verification process by either clicking the link I provided, or by replying to my email from an address associated with their Squarespace account. For security purposes, we are unable to share certain billing details unless the verification process has been completed.

  Ill be on the lookout for ********* reply to my support email, ticket #*******, if they would like to pursue further investigation.

  Sincerely,

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

  
  

• Initial Complaint

  Date:08/18/2023

  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.

  Our website should have been turned off/canceled last year when our business closed. We are being charged again for a yearly fee. The company will not respond to my emails. I want a refund for a product we arent using.

  Business Response

  Date: 08/18/2023

  Dear *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 18th, 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 renewals of subscriptions.
  Please be advised that our records indicate the customer contacted ********************** to cancel the unwanted subscription in question and we sent the next best steps to help reach their end goal. However, due to the now open BBB case, we were unable to assist through our normal channels until this BBB case was completed and closed. 
  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 August 18th, 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.
  
  Once this customer takes the necessary action of cancelling the subscription they no longer want, we will issue a full refund of the recent renewal charge and we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  

  Customer Answer

  Date: 08/23/2023

  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:

  I tried telling the person from customer service that we no longer have access to our account or access to the email address. He said he could help canceling everything but I havent received a response back. The reason I tried contacting squarespace and BBB is because I get in contact with someone and then I stop getting responses. I even used the phone number listed from my credit card company and I got the security department from that number.
  

  my email is *************

  my phone number is ************

   

  thank you 

  ***** 
  
  *

   

   

   

   

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

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

  Customer Answer

  Date: 09/01/2023

  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:

  I still have not received my refund and I have contacted the credit card company multiple times and the dispute was settled several weeks ago and the credit card company released the funds back to square space. I would appreciate and hope that you are able to finally resolve and issue the refund. I have even sent screen shots of statements from the credit card company saying the issue was resolved in addition to calling the credit card company. Im not sure why you are saying the bank hasnt resolved the issue when it has been.

  Thank  you 

  ***** 

   

   

   

   

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

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

  Business Response

  Date: 09/06/2023

  Hey there *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated Sept 5th, 2023 regarding a complaint submitted to the Better Business Bureau by *************************************. In the notification, the complainant notes that they are unsatisfied their open chargeback/dispute that's current blocking us from initiating a refund.
  
  Please be advised that our records indicate the customer contacted ********************** and I've thoroughly explained the scenario around bank disputes/chargebacks and we sent the next best steps to help reach their end goal.
  
  To ensure I'm giving them the most accurate information, I reached out to our Product Specialist and Billing team to double check on the dispute (from their bank) on their behalf. At this moment, the status of the dispute is still displaying as "OPEN" from our side. This timeline is 100% out of our control and unfortunately I can't act on this specific invoice until it's cleared on our end via their bank. 
   
  In some past cases, I've seen several weeks to a month until it is completely resolved. Again, I wish I had better news or a different update, but for now I encouraged ***** to give it a little more time. Once the status of their dispute that was placed by their bank is resolved on our end, we will be able to issue the full refund of $267.12 as promised. 
   
  In the meantime, I recommended that ***** stay in contact with their bank for any new updates around the status of your refund and dispute settlement timeline. They are also more than welcome to reach back out if you have any other questions or updates from your bank.
  
  The support ticket number 8993915 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 addressing their bank dispute and it's cleared on our end, we will issue a full refund of the latest renewal charge and consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ************
  *****************************************
  
  
  
  
  
  

• Initial Complaint

  Date:07/05/2023

  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.

  I am the owner of The Lab Fitness LLC. I provide personal training services to those in the ******** area. On May 9th I received an email from a customer inquiring about personal training services for her two children. I shared my booking link via email once again for her to check out my packages, policy, and let me know what would be best for her and her children. She let me know she was hearing impaired and ill and wanted her two girls to start training on June 12 of 2023. I gave her a clear explanation of my packages and pricing and she chose the best one for her which was 3 month packages for both kids totaling to $1600. I sent the invoice over for the payment and she successfully made the payment. It was also made clear and clarified that I do have a no refund policy and to make sure training still gets completed. Payment was processed May 12. This customer kept up with me via text from that point on about training for her children, she chose their dates and times and they were added to schedule. On May 26 square space messages me about a dispute for $1600. I sent a copy of my policy, my packages, and all communication between the customer and myself . From that day until now July 1 squarespace held the $1600 from my account. Then they debited my personal account for that same $1600 multiple times. They have held every paid invoice I received from other clients totaling $1600. Their agents failed to clearly explain why this was happening each time telling me they could not help. As of today July 1 my account is still on hold after being told June 29 that I was in the clear. It is sad they don't have any resolution for honest business owners. This has caused a huge inconvenience as this is how I live and take care of my family. They have been no help and I get told different things every Time I call. I will not be continuing business with this company and would appreciate for my account to be returned back to it original state and for them to return the $1600.

  Business Response

  Date: 07/05/2023

  Dear *****,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 5 2023 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with policies regarding a disputed customer charge.
  Please be advised that our records indicate the customer does not have an account nor a site hosted with Squarespace. Instead they are using a service from Square. Squarespace and Square sound alike, but are different companies. Were Squarespace, and we sell websites, domains, and other tools to help you run your online store. Square makes credit card readers that connect to your smartphone, and other point of sale devices for accepting payments in person. 
  We have followed up directly with this individual today July 5 2023 to provide clarification on the company they are trying to reach as well as the opportunity to clarify if we are mistaken. The support ticket number ******* can be referenced going forward.
  Unless we hear back from the customer with information about a site hosted by Squarespace, 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:06/26/2023

  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.

  I purchased the Business plan from Square Space so that I could create and publish my website. I am unable to publish my site for reasons unknown, it keeps asking me to buy a plan, but I did, my account says its active until June 2024.They have NO phone number available to call.They have NO email address to contact them with for issues.They say to message them on ******** Messenger or ******** but they have yet to replay to any messages.So I have paid them for services that I can not access or use,there is not way to contact them, and the options they provide, they do not respond to.I want my money back from them, if they will not provide me with the services I paid for then I want my money back.

  Business Response

  Date: 06/26/2023

  Dear *****,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/26/2023 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unable to utilize a subscription and are having trouble contacting us..
  Please be advised that our records indicate the customer did receive a resolution from our agents through ******** messenger and they have been provided the requested refund..
  We have followed up directly with this individual today 6/26/2023 to provide clarification on how our subscriptions work as well as to clarify how best to contact us. The support ticket number ******* can be referenced going forward. 
  As the customer has received the requested refund and now has a direct line of communication for any other concerns, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  
  

  Customer Answer

  Date: 06/27/2023

  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.

   

  After a lot of work and slow response time I was able to reach someone
  at the company through ******** Messenger, and I was able to cancel my
  subscription and received a partial refund. I still believe that there practices are unacceptable, ************ is not an appropriate form of customer service when that is the only option available.

   

  They are terribly inaccurate in their advertisements and on their website, it isn't until you have paid and started coming across issues that then begin to learn of all the ways they limit or pay block you. while I am happy that I was able to get a partial refund, I still believe that this company is acting in a very deceiving  way.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/07/2023

  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.

  On 10/28/2021, I transferred my website hosting from Square Space to another host, but Square Space keeps charging me automatically every year. As instructed through Square Space's website, I've tried to email them, but I've received a response stating, "This email address no longer accepts incoming messages. Please note that there will be no response to this email." The other ways of contact is through ******** which I do not have. I messaged them as instructed through ********* followed the representative instructions to complete a form, but I was not granted a refund, even though it was supposed to be transferred to my other website hosting company since 2021.

  Business Response

  Date: 06/08/2023

  
  Dear ***,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated June 7 2023 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they are requesting a refund and are having difficulty contacting us.

  Please be advised that our records indicate the customer was successful in reaching us via our refund form and a refund was issued. Site subscription are separate from all other subscriptions on a site, including a domain subscription. When a domain is transferred, it is only the domain registration that moves to a new provider, web hosting does not transfer between providers. As no action was taken on the website subscription and as Squarespace subscriptions are set to automatically renew annually or monthly for convenience and to avoid any interruption of service per our Terms of Service, the subscription continued to be charged.

  We have followed up directly with this individual today June 8 2023 to provide clarification on our policies as well as confirming the refund requested was issued.  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:04/26/2023

  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.

  On 4/12/2023 I contacted square space customer service via email to inquire and cancel the website ***********************-******************** (*******************). I was in contact with Thursday R and offered to refund and cancel the site ***********************-******************** . I replied yes with a message.On 4/18,/2023 (same ticket) ******** cancelled the wrong website, he cancelled ***********************-********************, which I did not authorize. It is obviously he did not read any of the prior messages between me and and squarespace representative Thursday *********************************************************** (*******************) cancelation was requested.I am a legacy customer and I pay ****** annually as well as have a ****** subscription. I had been charged $120 on March 30, 2023. But this was reversed and refunded by ******** on April 18th, which I did not authorize. I was not aware that he cancelled the wrong website until my website was not working yesterday April 25, 2023. I have spoken to many customer service representatives in the last 24 hours, I was told they cannot help. My ticket was escalated yesterday to a lead team member. In his first reply he did not have the correct information. He did not apologize or take responsibility. I sent a clarifying email with all the details and urged how important it was to get my site back up and working. 5 hours later no response, I had to go through squarespace chat again and ask for another lead team member. or someone above. I was assured that request would be made. Instead I got the same person again. Who said he could not reverse my legacy rate and gave me a credit to cover the difference. This was after I escalated it again through the chat. No accountability has been acknowledged and or apology or that it would be reversed.At this time would like my legacy status to be restored to $120 yearly legacy subscription price, my ****** account to be restored with out any issues for ***********************.com. Squarespace to take responsibility.

  Business Response

  Date: 05/02/2023

  Dear *************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated April 24, 2023 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they asked ** to cancel one of their website subscriptions and that our customer support agent canceled the wrong one. They also asked for their ****** account to be restored.
  
  We have restored the subscription that was canceled in error back to its previous plan, and we provided instructions for canceling the subscription that was originally requested to be canceled. We do not expect any issues to be encountered while restoring the ****** account, but that falls outside the scope of our support.
  
  We have followed up directly with this individual today May 2, 2023. 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 **.
  
  Sincerely,
  
  ********************
  Customer Support Lead
  ******************
  

• Initial Complaint

  Date:04/12/2023

  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.

  We cancelled our Squarespace account on August 11, 2020. The associated account emails were *********************** and ************************* The last 4 digits of the card on file was ****. They continued to charge ** in 2021, 2022, and 2023. We just discovered what was happening a couple months ago. They agreed to refund the charge from 2023, but are refusing to refund the fraudulent charges from 2021 ($216.00 USD), and 2022 ($241.92 USD).

  Business Response

  Date: 04/12/2023

  Dear **********************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated April 12, 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 that we did provide a refund for the most recent charge and that the additional refunds were requested after the refund window had passed. 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 April 12, 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.
  
  We made an exception to our refund policy in this case and provided the requested refunds. 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: 04/13/2023

  Better Business Bureau:

  We cancelled the service on Aug 11, 2020 and were billed for 3 more years. While there was a failure to acknowledge this fact, since the business has agreed to provide a refund we consider this matter in reference to complaint ID ******** resolved.
  
  
  Sincerely,
  
  **************************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/04/2023

  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 been trying to cancel my ****** workspace subscription since the day I signed up for it. ****** uses resellers to sell this product. The reseller that the sent me thru is Squarespace. I have sent emails, watched tutorial videos on how to cancel, used live chats to cancel. They give me fake pathways of instructions to cancel that don't allow the user to cancel. This a major scam.

  Business Response

  Date: 04/04/2023

  
  Dear *****************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/4/2023. regarding a complaint submitted to the Better Business Bureau by *****************. In the notification, the complainant notes that they are struggling to cancel a ****** Workspace subscription.
  Ive taken time to look into the customers complaint, and was able to identify several recent communications to our support staff which appear to be from the customer, though they came from a contact address different from ******************* From what we can see, the charge in question appears to have come directly from ****** - myself and a billing specialist were able to find no record of the charge in our system. 
  Ive contacted **** today, 4/4/2023, to request verification details that will allow me to share confirmation that the charges did not originate from Squarespace.
  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 me with the sensitive billing details via their contact address, I will be able to reply and confirm they will need to pursue cancellation via ******.
  
  Sincerely,
  ******* **
  Customer Support Lead
  ******************