Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2023

  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 have had a business domain and email account that I established through Squarespace in 2016. On November 22, 2022, my bank account was charged $20 for this account. On December 2, 2022, my account was disabled and unusable for me. I tried to get my account back, because this is how I get business, through my email account. On December 14, 2022, I paid $274.43 to Squarespace through my bank account to get my email account operational. ********************** did not restore my account and did not refund my money. Squarespace would not release my account until January 17, 2023. On that date, I was able to reestablish my email account through another vender. For this entire time between December 2, 22 and January 17, 2023, I do not know how much business I may have lost because my clients were not able to contact me through my established email account. ********************** is extremely difficult to contact because there is no published phone number to reach them, so it is difficult to work through issues.

  Business Response

  Date: 03/28/2023

  Dear *****,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/27/2023 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unsatisfied with an experience with account access and contacting support.
  Please be advised that our records indicate the customer was previously provided with account recovery instruction but did not follow up. The subscriptions related to the charges mentioned were never suspended and it appears that there has been some confusion regarding separate accounts.
  We have followed up directly with this individual today 3/27/2023 to provide clarification on our account login and recovery process, information on the charges listed, as well as instruction on receiving a refund. The support ticket number ******* can be referenced going forward.
  Once this customer takes the necessary action of cancelling the subscription they no longer want, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact **.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 03/29/2023

  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:

  Squarespace sent me some emails regarding how I can reactivate my account, but I have already reestablished my account through another company. They did send me instructions about how to reestablish my account in January, but suggested I might just want to wait and establish my account with another company.
  
  Why did Squarespace withdraw $20 from my account on 11/22/22 and then deactivate my account on 12/2/22? Why did they take another $274.43 to reactivate my account which never should have deactivated,and then not provide service. Shouldnt payment reactivate service?
  
  And why are they now not offering reimbursement for services they charged me for but never provided? This is absolutely not a satisfactory resolution for me. Neither does it take into account the amount of business I may have wrongfully lost due to a wrongly inactivated account.

   

   

   

   

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

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

  Business Response

  Date: 05/03/2023

  
  Dear ********,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/02/2023 regarding a complaint reply submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unsatisfied with our offer of assistance to regain access to her active subscriptions. 
  It appears that there has been some confusion regarding the definition of a Squarespace account vs a ********************** subscription. The customers account has never been deactivated and it is impossible to deactivate an account that still has active subscriptions. The charges are not for the account itself, but for subscriptions that were purchased via the account and were never canceled. 
  While one service, email hosting, has been canceled and re-started with a different vendor, there are two remaining subscriptions for two services that have continued to be active. 
  We have followed up directly with this individual today 5/3/2023 to provide further clarification on our account login and recovery process, information on the services provided by the subscriptions, as well as instruction on canceling the remaining subscriptions to receive a prorated refund. The support ticket number ******* can be referenced going forward.
  Once this customer takes the necessary action of authorizing us to cancel the subscriptions they no longer want on their behalf, we can provide that prorated refund. Alternatively, once the customer provides the information needed to securely regain access to their account, they will be able to cancel themselves 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:03/21/2023

  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 am a customer with ********************** for ** years. Recently, squarespace notified me a renewal that is to be charged. However, what is unacceptable is that the price changed and I was never alerted the price would change for this renewal. I should have been warned far ahead of time if the upcoming renewal will have a price change. I didnt receive anything and simply got renewal auto billing and notification just 2 weeks before the renewal date. I have zero time to migrate the site. This is basically holding my domain hostage and force me to pay more. If I dont pay, Ill lose the domain because there isnt time to do migration. This is a terrible way to treat a ten year long loyal customer. When I contacted customer service, I just get a whole bunch of ** about new feature and enhancement so they want to charge more. Well I dont need these new things. My site is largely static all these years. Plus the cost of hosting a site has gone down significantly with the technological advancement and economy of scale from past ten years. There is no way the cost increased for squarespace to host my site. This is purely just corporate greed.My request is to give another year of grace ****** of previous pricing because I didnt get the warning and I assume you want to keep a 10 years customer. You know GitHub bootstrap hosting is completely free right?

  Business Response

  Date: 03/21/2023

  Dear *******************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated March 21, 2023 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are upset by a cost increase to their annual website subscription.
  
  As noted by the customer in their complaint, we informed them of the cost increase before it went into effect. Please be advised that this is a company-wide change to reflect the additional value our platform provides our customers through new features.
  
  They reached out to our customer support team and were informed that its not possible to move their legacy plan back to its old pricing, and we cant make any exceptions.
  
  That said, we decided to issue a balance that will essentially offset the cost increase for another year, per their request.
  
  We have followed up directly with this individual today March 21, 2023 and the support ticket number ******* can be referenced going forward. 
  
  As we have made an exception to our billing policy to ***** this customers request, 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:03/14/2023

  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 switched from Calendly to Scheduling to keep everything unified within my Squarespace account. And when I started using it, I was disappointed to discover that I could not created multiple locations for one calendar/appointment type. I spoke with a SS representative about this and they gave me some workarounds that they said would do the same thing. This was untrue. After untold hours and hours and MORE HOURS setting up calendars, speaking to tech support, editing calendars, and the like, my team and I discovered that Squarespace's Scheduling functionality is simply not usable for multiple locations. We had to move BACK to Calendly. Oh and guess what? I now have to UPGRADE my Squarespace account for Calendly to function. I had a basic plan before when I used Calendly (for at least 18 months). So not only did I lose a ton of time, energy, money transitioning to their service, but now to go back to the service that ACTUALLY WORKS, I have to pay Squarespace EVEN MORE. I'm requesting a two-month refund to my account. I spent MONTHS as a member and wasted untold time and money paying outside consultants to help me to do something that in fact, can't be done. The least Squarespace can do is refund me two of the five+ months I paid for a service that couldn't be utilized as intended. I'm specifically asking for two months refund because we were told in January that YES, what I was hoping could be done, was possible. We didn't figure out that tech support had misled us and NO, it's not possible, until after I was already charged in February. This entire experience with Squarespace has been insulting and disgusting. If I had the resources to switch my website to WordPress, I would do so immediately. As it stands, I will tell ANYONE willing to listen that Squarespace has deplorable business practices and their competitors offer better rates and customer care.

  Business Response

  Date: 03/15/2023

  Dear **********************************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/14/2023 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with our refund policies.
  We have followed up directly with this individual today, 3/15/2023, to provide clarification on our policies as well as the opportunity to make an exception to our refund policy in this instance. Per ******* request, we have issued a refund for the previous 2 months of Scheduling subscription fees, for a total refund of $50 USD. The support ticket number #******* can be referenced going forward.
  As the customers request has been satisfied, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******* **
  Customer Support Lead
  ******************
  
  Tell us why here...

• Initial Complaint

  Date:02/21/2023

  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.

  Good Day -I purchased my ****** Workspace account with Squarespace years ago in 2017, never had any issues. There have been times I end up forgetting about my workspace with Squarespace because all of my other business emails are with ****** and not a reseller. On January 10th my workspace was cancelled. It was cancelled for non payment of ***** for 3 business emails I have with the ****** reseller Squarespace. When this happens I usually sign on squarespace and pay the 18th dollars. My invoice history reflects that. On December 1, 2022 I made an payment of ***** and my emails were restored no issues. Unfortunately on January 10, 2023, my workspace was cancelled. I tried to go in to pay and was not able to pay on squarespace my workspace subscriptions were gone. I was not able to reactivate or renew my workspace in squarespace as normal even at the 30 day ***** At 40 days the workspace would be sent back to ****** and I would have to sign up with ****** as their support article states. However, prior to 40 days you still have the option to pay and renew on squarespace. My complaint is I have tried weeks prior to any notification of 40 days to pay to renew, and the system or someone deleted my ability to renew my account. I have never gone through this since I've been a customer since 2017. I have reached out to support ticket number ******* who is giving me the run around for days and not one person resolved my concerns. The system even sent an email on 2/12/2023 stating I can still renew my workspace on squarespace until 2/19/2023 and sends me a link to do so. I have shared this with the support team in email, to no avail. I am an IT professional and know how domains and workspace works. The issue is not the process, it is squarespace's system not allowing renews prior to their own processes *******************************************************************************************************************************************************************

  Business Response

  Date: 02/22/2023

  Dear ******,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/21/2023 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unsatisfied with our system being unable to reactivate a ****** Workspace subscription during the suspension period which starts after a failed payment.
  We have followed up directly with this individual today 2/22/2023 to provide clarification on our platforms integration as a ****** Workspace reseller and why the error occurred (the domain associated with the account is no longer associated with Squarespace), as well as the offer to provide a credit for a new domain and a new ****** Workspace account and next steps on how to recover the account through ******. 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 lets us know if they would like the credit applied to their site, 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:02/16/2023

  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.

  They make it impossible to get any help. Zero customer service. Trying to move my domain out and they are blocking me in every way possible. This is a horrible company!!!

  Business Response

  Date: 02/17/2023

  Dear ******,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/16/2023 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they are having trouble contacting us regarding a domain transfer.

  
  We have followed up directly with this individual yesterday, 2/16/2023 to get more information about the domain they are looking to transfer and today we were able to provide clarification on the domain transfer process and confirm that the transfer had been successfully initiated. The support ticket number ******* can be referenced going forward. 
  

  It appears the customer has already taken the necessary steps to initiate the domain transfer however there is a processing time of up to seven days for domain transfers which is timing outside of Squarespaces control. As the transfer has been successfully initiated, 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:02/14/2023

  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.

  Aug 9, 2022 I purchased a laptop from ****** Wholesale, and purchased with its Squarespace ************ guarantee. On Jan 27, 2023, Squarespace accepted intake of my laptop for repair. I have since contacted Squarespace five times and have had no useful updates, despite the contract assurance of five days repair time. It has now been 10 business days (two weeks). Squarespace cannot seem to provide a refund, nor the laptop, nor any information. At this point, I would like a full refund so that I can purchase a functional laptop. And written correspondence from Squarespace, so that I know the date I will receive the refund.

  Business Response

  Date: 02/15/2023

  Dear *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/14/2023 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they are unsatisfied with a laptop purchased from *******
  
  Please be advised that our records indicate the customer did not contact ********************** before this date. 
  
  More importantly, Squarespace does not provide any insurance, laptop repair, or have any affiliation with ******* Squarespace is a website building platform and does not have any relations with insurance or laptop repair. 
  
  Moving forward, I highly recommend **** reaches out to the necessary support team/retail provider in regards to laptop repair, insurance, and refunds. 
  We have followed up directly with this individual today 2/15/23 to provide clarification on our company details, website platform, and information on what we provide as a website and domain host. The support ticket number [TICKET NUMBER] can be referenced going forward. 
  We will consider this complaint resolved since their concerns and questions are 100% unrelated to the services we provide here at Squarespace.
  
  Sincerely,
  
  ************
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:02/01/2023

  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.

  We are a 501c(3) nonprofit that recently took over the operations of another 501c(3) nonprofit. We mutually decided to host their email list, which is many times larger than ours, on our Squarespace platform. Last week, we successfully imported it and sent it an email announcing our merger. It was well received by subscribers, and no more recipients unsubscribed than the usual by percentage. Our screenshots show the disabled feature, the results of the email sent, and the most recent response from customer service. This week, without any warning of any kind, we were issued a permanent ban from using Squarespace's email campaigns feature for alleged violations of their acceptable use policy. We have attempted to explain that this must be a misunderstanding - we are neither spamming nor using a purchased email list - but customer service has refused to clarify and told us that there is no way the ban can be revoked. After our follow-up emails, they suggested that we use a competing service, which we find quite unprofessional. We would be happy to remove the offending email list or take any other steps to correct our errors, as this is extremely damaging to our operations as nonprofit that relies on our community for support. We take issue with 1) the lack of warning and 2) the lack of recourse. We would greatly appreciate the ability to work towards a solution.

  Business Response

  Date: 02/02/2023

  Dear *****,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/1/2023 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unsatisfied with our Email Campaign policies and subsequent termination of their sending privileges. 
  Please be advised that our records indicate the customer did contact us previously concerning this issue, we shared details as to their violation of our policy and subsequent disabling of their account. In short, we found them to be in violation of Section 2.1 of our Acceptable Use Policy (*************************************************************) and as such, disabled their account.
  We have followed up directly with this individual today 2/2/23 to provide clarification on our policies. The support ticket number ******* can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  As there is not further action to be taken, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  *****************;
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 02/09/2023

  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:

  Squarespace claims that they "shared details" as to the violation of their policy, but that is a total misrepresentation of their communications with us. In several different email chains, all the company did was cite the section of their Acceptable Use Policy that we allegedly violated. This paragraph-long section contains a diversity of possible violations, and the company refused to explain which part of it applied. Repeatedly resending the same text stating that we violated "Section 2.1" is NOT clarification by any commonly accepted definition of the word. We're happily switching to a different email campaign service going forward, but we must continue to voice our objection to Squarespace's conduct here. There was no warning whatsoever prior to our ban, there has been no meaningful explanation of our violation, and there was never any opportunity for us to correct the issue. We believe it is important for our experience to be shared with other present and future customers so that others' operations are not disrupted in the same way as ours. 

   

   

   

   

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

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

  Customer Answer

  Date: 03/08/2023

  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:

  We agree with Squarespace that there is nothing more to discuss. Rather than continuing our circular conversation with them, we would like the opportunity to post our final complaint publicly on the BBB website so that we can all move on from this unfortunate issue.  

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

  
  

  Business Response

  Date: 03/09/2023

  
  Dear *****,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/8/23 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unsatisfied with the level of information we are able to provide concerning an account suspension, and agree with our stance that no further action will be taken 
  
  Please be advised that our records indicate the customer has been in contact with ********************** support directly since the suspension of their account, as well as twice more since, in response to their two previous BBB complaints. 
  
  We reached out on January 30, 2023 to inform them of suspension and continued communication, providing as much detail as we are able concerning the suspension, until their decision to reach out to the BBB on February 1, 2023 at which point they lodged their first complaint with the BBB, which we replied to on February 2, 2023. Unsatisfied, they followed up with the BBB again and we replied to them again on February 9, 2023. We have acknowledged their concern, communicated the policy to the extent that we are able, and confirmed that we will not be reinstating their account, and that no further action will be taken.
  
  As in our previous communication, we will not be providing any further information as is our policy. We consider this matter resolved and have no further action that will be taken on the customers account, nor do we have additional information to share.
  
  
  Sincerely,
  
  ************
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:12/21/2022

  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 purchased a domain from IONOS in October and then transferred it to Square Space in early December. I realized my mistake almost immediately and tried to cancel. I thought I was successful in canceling my subscription. I was not and they billed me Dec. 17th. I caught it on December 19th and since their site says they will offer a refund for up to 2 weeks time, I just went into settings to get everything sorted. I looked everywhere for the "unsubscribe" function. I followed their instructions to the letter, and realized after multiple attempts, that for whatever reason, my account did not have an unsubscribe. They are very sneaky, because they say "unsubscribe" before canceling your subscription, or it won't actually be canceled. I then went to chat support, and ************** gave me the exact same instructions. I received an email saying, "Go into billing and cancel". There is NO OPTION to do such a thing. My domain has been in limbo for the first half of December, and I am missing out on Christmas revenue. I even found the email address of Kanjii, their Marketing Officer and even SHE would not unsubscribe me. ANY other business would just unsubscribe their customer on demand. ********************** sent at least two emails with more impossible instructions. UNDER BILLING in MY PROFILE there is NO unsubscribe button! I am yelling because I have told them this 10x over. They told me that it would automatically cut off in ****! Chat support said he could not unsubscribe and kept repeating the **** expiration as a solution. I am irate. No doubt they will respond with "we sent them an email with instructions", but those are instructions I cannot follow because the function does not exist on my account. I have spent days chasing a resolution. I have filed with ICANN (they regulate web companies I urge others to do the same if they are getting the runaround and being held hostage by Square Space's disgusting practices) so that everyone everywhere will know what a scam this place is.

  Business Response

  Date: 12/23/2022

  Dear *****************************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/21/2022 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unsatisfied with their ability to cancel a domain name subscription for the domain name ********************** after accidentally transferring the domain name to Squarespace from IONOS.
  Due to the regulations surrounding domain name registration, we are unable to fully cancel a domain name subscription 5 days after it has been registered. In this case though, the customer was attempting to cancel the transfer to Squarespace of a domain that had already been previously registered with IONOS, another domain provider. That said, our support team was able to work with the customer to disable the automatic renewal for that domain subscription, so they will see no further charges in the future.
  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. Currently, the customer has successfully unlocked their domain, and is in the process of transferring it back to their original domain provider, IONOS. Once the transfer away from Squarespace is successful, all billing for the domain will be managed with IONOS moving forward. Something to note is that when they accidentally transferred the domain to Squarespace for the cost of $18, they added an additional years subscription time. This added time will roll over into their continuing the domain subscription with IONOS - transferring the domain does not negate the additional time they purchased with Squarespace.
  We have followed up directly with this individual today, 12/23/2022, to provide clarification regarding their concerns surrounding the domain cancellation, and to provide next steps for them to proceed with the transfer. As an additional step, I worked with a member of our Product Specialist team, who was able to take a closer look at the domain settings for **********************. They were able to confirm there is nothing outstanding on Squarespaces end that would prevent the domain transfer. The support ticket number ******* can be referenced going forward.
  Once this customer takes the necessary action of working with IONOS to complete the domain transfer, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******* *.
  Customer Support Lead
  ******************
  

• Initial Complaint

  Date:12/12/2022

  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.

  Square space.com has locked up my account for over a week now. They will not let me access my funds which have also been locked up for over a week in my attempts to contact customer service. I get hung up on or transferred and then somebody acts like they cant hear me and then I get hung up on. *** responded to their emails saying that my account is locked and we need to talk but they do not respond. They do not contact me back. The worst part about all of this is that I talk to **** in customer service, who took, all of my information. This information included IRS documentation my Social Security number, my birthdate, my former address, my current address, my previous telephone numbers as well as transactions listed on my account. She also took documentation for who my cellular provider was who was on that account. This scares me because this woman has taken all of my information so much so that she could pretend to be me now . But the clincher to this is she asked at the end of my being on the phone from 8 AM until 1 PM. She said one final piece of information that I need from you and then I can open up your account. She wanted me to provide her a telephone number that I opened up the square space account with two years ago . I remember the first three numbers and the last four numbers, and then could not recall the three numbers in the middle of my telephone number. She stated at that point that she was going to hang up on me now because it was a security breach. Despite the fact that this woman had everything about me in her hands to prove who I was that this was my account for an ongoing of two years she hung up on me. I have now spent all day, Monday and all week this week today is Friday trying to get in touch with somebody at their location. Nobody will get on the phone they all hang up on me. Ive sent over 20 emails without a response , not a return email nothing not a return phone call. They have now cost me a whole weeks worth of work, plus much more

  Business Response

  Date: 12/12/2022

  Dear *********,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12 December 2022 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that their account is locked and they have been in contact via phone support to solve the issue.
  
  Please be advised that customers can mistake Squarespace for Square and in this scenario, we are unable to locate an existing subscription or previous correspondence that matches the customers complaint and information in our internal system. Additionally, Squarespace does not provide phone support nor do we collect documentation such as social security numbers or IRS documentation. In this case, it appears likely that the customer intended to contact another third-party instead of Squarespace.   
  
  We have followed up directly with this individual today 12 December 2022 to confirm the issue at hand and direct them towards the party managing their account. The support ticket number #******* can be referenced going forward.
  
  Once the customer confirms the issue isnt on *********************** end but indeed with another third-party, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ************
  Customer Support Lead
  ******************
  

• Initial Complaint

  Date:12/09/2022

  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 was wrongly charged $92.00 by Squarespace. I asked Squarespace to cancel my account and ***** a refund on November 8th 2022. On November 10th, an email was sent from Squarespace to cancel the services by November 22th so I did and received a $20 refund for the domain services. But, they informed me that I could not get a refund for ****** Workspace as We are a reseller of ****** Workspace and must abide by the rules they set concerning renewal periods and refunds. ******s support said they had no problem with providing me a refund. I have the transcripts proving that theyre willing to provide me with a refund. ******s support informed me that they have no charges on their end for ****** workspace for my account that is linked with Squarespace. So, they advised me to contact Squarespace, as Squarespace is responsible for the refund. Squarespace then denies my refund even though I went through the process of getting the refund approved by ******, as they asked me to do.Ultimately, I did exactly as the support asked and got an approval. I should be refunded the amount of $72.00. As I am wrongly charged.

  Business Response

  Date: 12/09/2022

  Dear *********,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9th December 2022 regarding a complaint submitted to the Better Business Bureau by ***************. In the notification, the complainant requested a refund for an email service subscription.
  
  Please be advised that the customer was provided sufficient notice prior to a subscription renewal. Our agents provided a timeframe for a refund, per our internal policy, in advance but this deadline was missed. In this instance, were willing to make a one-time exception to our refund policy.   
  
  We have followed up directly with this individual today 9th December 2022 to provide further clarification on our policies, in addition to making a refund exception. The support ticket number #******* can be referenced going forward.
  
  Once we have taken action on this refund request, we will consider this complaint resolved. If you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************