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:11/22/2022

  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.

  Hello,I would like to file a complaint concerning SquareSpace company for a website product I purchased February 22, 2022. I purchased a website design product and began the process of building a website. They offer tutorials and computer generated ways to help you but absolutely no phone support. I found that when I had a technical difficulty or questions of any kind I could NEVER speak over the phone with a human being. I tried to cancel my subscription but have been unsuccessful at getting a refund. Can you help me?Sincerely,***************************

  Business Response

  Date: 11/22/2022

  Dear *******************************,
  
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/22/2022 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 support channels. 
  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 via live chat and/or email.
  We have followed up directly with this individual today 11/22/2022 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.
  The customer had started an annual site subscription on 2/22/2022, then successfully cancelled the website subscription on 7/27/2022. Since they are outside of our 30-day grace ****** for a full refund, wed be more than happy to issue a prorated refund for the unused time. I went ahead and issued a refund of $158.79 for the unused time between 7/27/2022 - 2/22/2023. They should see this amount on the original card within the next **** business days depending on your bank. 
  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: 12/09/2022

  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:11/10/2022

  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 cant access my account to run my business and you all have no phone support. I been emailing, and social media messaging and getting the runaround.

  Business Response

  Date: 11/11/2022

  Dear ********,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/10/2022 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes theyre unable to access their account, and have had no success in contacting our support staff.
  In checking our support ticket history, I was able to find 2 existing tickets that ***** had opened with our customer service team, with numbers #******* & #******* , for reference. Both tickets were created after ***** submitted an inquiry via our Account Recovery intake form. The tickets have been merged to streamline the account recovery process, and a reply has been sent to *****, requesting additional information that will ***** him access to the account in question.
  We have followed up directly with this individual today 11/11/22 to reassure ***** that his communications have been received, and the account recovery process is proceeding. For reasons of account security, they will need to complete the account recovery process via the existing tickets - that said, such interactions are marked as high priority and are addressed with urgency by our staff. The support ticket #******* can be referenced going forward in regards to my email to *****, addressing their concerns directly. Ticket #******* remains the active account recovery ticket. 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 provides the necessary information via their existing ticket, we will ***** them access to their account, and will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******* **
  Customer Support Lead
  ******************
  

• Initial Complaint

  Date:11/07/2022

  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 my business website from Squarespace in November of 2021 for $216 for the year. At that time I received written confirmation that on Nov 8, 2022 I would be charged that same amount by auto pay for the period from Nov 8, 2022 to Nov 8, 2023. Now Squarespace is saying that they will be charging me $252, in violation of what was a written agreement. I contacted Squarespace by email (since you cant talk to a live person) and the support person went on and on about all the advances in their technology this year, hence the need to increase prices. He simply ignores my questions about how they can violate a written agreement! My only option is to take my website down, which would be detrimental to my business. I feel like this was a bait and switch situation where Squarespace advertised one initial price and planned all along to increase my price once I was dependent upon them for the site that it took my web designer weeks to build.

  Business Response

  Date: 11/08/2022

  Dear *******************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7 November 2022 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 per our Terms of Use, we may make periodic updates to our fees. Customers are made aware of any upcoming changes via email and reserve the right to cancel or amend their subscriptions at any point in time. In this case, the customer in question was notified on 4 October 2022 and has the option to make changes to their subscription should they wish to do so, including cancelling it.   
  
  We have followed up directly with this individual today 8 November 2022 to provide clarification on our policies. The support ticket number #******* can be referenced going forward.
  If the customer amends or cancels their subscription, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  

  Customer Answer

  Date: 11/21/2022

  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]

  The response from Squarespace does not address the fact that they stated in writing that their fee for a renewal starting Nov of 2023 would be $216. Now they have decided that they will not honor that price. The law considers this to be a contract, and a contract cannot be altered at the whim of just one party to the contract. This feels like a bait and switch situation where they agreed to one price to get me to sign up, and then increased the price at renewal time. 

   

   

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

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

• Initial Complaint

  Date:11/07/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jul, 26th, 2022, I purchase Squarespace ****** platform for $192.Since then, I've learned their business practices are unfair, deceptive, and borderline manipulative. In order to even ASK for a refund, they require you to cancel your subscription. The problem with that is they are very clear they do not allow refunds if you pay for a year. Their policy also forces customers to confirm that the subscription is canceled or else they won't read anything submitted. That is a dirty and unfair business practice.SO:- they don't offer refunds even if their platform doesn't integrate with anything I'm using (which I discovered only after my 14-day window allowing for refunds expired, because there are a bunch of articles out there stating these integrations still work).- they don't allow you to ask for a refund.- if you dare to ask, you must cancel your subscription first, even if you've got **** months of service left, which would be forfeit.- and even then, you likely won't get a refund.This is outrageous.Now, the WHY I want a refund.Their platform doesn't integrate with the third-party service I was using for a newsletter (the most important part of having a website). This forced me to try another service that I didn't want to. Turns out, that service, despite all the resources they suggest, hasn't been able to integrate either. In fact, it seems like all the support they offer flows toward forcing customers to sign up for their e-commerce service which distinctly shows they'll use the data of whoever joins your email list in whatever way they wish. Shady. I didn't do this, and the integration won't work any of the other ways I've tried.Furthermore, I can't get customer service for ********************** w/o paying more. I tried to get help from the third-party newsletter to figure it out (*********) and they told me tough-luck; talk to Square Space. I was even forced to upgrade with MailChimp at one point, but that didn't work either.Deceptive, manip. & unfair.

  Business Response

  Date: 11/11/2022

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

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7 November 2022 regarding a complaint submitted to the Better Business Bureau by ****************************** the notification, the complainant notes that they are unsatisfied with our refund policies.

  Please be advised that our records indicate the customer did not contact ********************** to cancel the subscription in question. Subscriptions can be cancelled at any time with the steps provided in our refund policies, publicly available. We automatically issue a full refund when customers cancel an annual Scheduling subscription within the subscriptions first 14 days. Further, we offer 24/7 365 day support.

  We have followed up directly with this individual today 11 November ********************************************************************************************************************************* this instance. The support ticket number ******* is currently open and 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 us.
  
  Sincerely,
  *********
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 11/14/2022

  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.
  
  I am still waiting to cancel my Squarespace account because I am needing to set up another with another service provider in order to transfer it. In order to do that, I still need access to the old accont, so it's taking longer than suspected. I believe your part is done here and I thank you for your time.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/25/2022

  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.

  I started website and purchased a domain 2020. In the midst of COVID-19 I became ill my 10 year old daughter tried to access my email and ****** locked the account. I got better 4 months later and the account was terminated. Fast foe to 2022 I am in better health and back into business so I reach out to SquareSpace and the request bank statements and ID I have the iD but no bank statements. I reach out and advise and ask what else can be used they advise nothing. They will not even release my domain I purchased and Ageed to provide any other documentation besides bank statements. I chat they refuse to assist

  Business Response

  Date: 10/25/2022

  Dear *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 10/25/22 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 reach out directly to ********************** via email and live chat support, where we provided resolutions within the scope of our policies and procedures. They have yet to respond, and we are awaiting their reply before any further action can be taken.
  
  We have followed up directly with this individual today 10/25/22 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 providing adequate identification and proof of ownership, 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:10/12/2022

  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 paid for a subscription for their web hosting services on October 1, 2022. Within 10 minutes I cancelled the subscription (on the same day October 2, 2022) because my webpage would not publish and would not show up when typing in my web address. Until now, the charge has not been refunded, and several attempts have been made to contact Squarespace but there is no way to contact them. I also have not received a confirmation of my cancellation.

  Business Response

  Date: 10/13/2022

  Dear *************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12 October 2022 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they did not receive a refund for a cancelled subscription.
  
  Please be advised that our records indicate the customer did not contact ********************** to request a refund. Per our refund policy, we do not issue refunds for monthly website plans. However, we can review a sites eligibility and make exceptions. 
  
  We have followed up directly with this individual today 13 October 2022 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.
  
  Should you require any additional information, please do not hesitate to contact us.
  
  
  Sincerely,
  
  ************
  Customer Support Lead
  ******************