Complaints

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

• Initial Complaint

  Date:04/21/2025

  Type:Delivery 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.

  This platform has willfully interfered with payment processing for my business. Additionally, they are withholding more than $14,000 of revenue for no reason. They refuse to give a clear reason as to why this is happening, and they do not respond to emails.

  Business Response

  Date: 04/21/2025

  Dear ********* 
  
  

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/22/2025 regarding a complaint submitted to the Better Business Bureau by ******* *****. In the notification, the complainant notes that they are not satisfied with the level of service provided in regards to the payment processing.

  
  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. This case has been escalated with our Payment and Risk Operations Team who have since replied to the customer today. The support ticket number ******** can be referenced going forward. 

  
  With the customer's account now verified and their payments now processing, we consider the case resolved. 

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

  
  

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:04/20/2025

  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 signed up with Squarespace to host both my website and process payments online for goods sold.Squarespace does not allow one to connect a bank account until a first sale is ******* first sale happened on 4/1/25 at 10:02am.I immediately started to connect my bank account. This involved submitting the information linked to the account (account number, routing number, name, address etc) as well as Squarespace depositing $0.01 into the bank account provided. Once that initial deposit was made, I then had to enter a three letter code that was in the deposit description. I did all that. I was then told that everything was connected and I could expect my initial payout to happen in ***** days (not business days). This was something I was not told until after I had connected my account which I could only do after I made my first sale.I have waited *********************************************************************************************************************** to upload a bank statement to show that I possess the bank account I linked (and that they deposited into) on 4/1. That will then take another 1-2 business days to ********** date, I have made just under $13k with my online sales of seats at my outdoor dining series but do not have access to any of that money. These are advance sales that help me pay caterers and cover other expenses related to the dinners as well as my salary.I do not see any reason that I should need to submit any more documentation for Squarespace given that they have already deposited $0.01 into my account, I verified that deposit using the three lettered code, and waited more than the ***** day waiting period. That money is rightfully mine, and I would like to have it.Squarespace is only available for contact through their online chat or X which makes it very challenging to resolve any disputes.

  Business Response

  Date: 04/22/2025

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/21/2025 regarding a complaint submitted to the Better Business Bureau by *** ********. In the notification, the complainant notes that they were signed up for a service from us and is having issues with the Squarespace Payments timeline and featured functions. 
  
  We have followed up directly with this individual today to provide clarification on our policies as well as escalate and merge their related tickets in order for our Risk Ops team to consolidate all of Amys provided details and troubleshoot/resolve their issues moving forward.
  
  The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint. 
  
  Once our Risk Ops team concludes all details and matters related to Amys concerns with our Squarespace Payments and timeline, we will consider this matter closed. 
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  **** *.
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:04/15/2025

  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.

  We are a dental practice management company that relies on the domain ************* for mission-critical email and billing operations. Since the ****** Domains migration to Squarespace, we have lost all access to our domain, connected emails, and Stripe account verification, despite being the legal owner.I have submitted multiple government IDs, domain documentation, screenshots, and completed Squarespaces recovery form over 3 times. *** also opened 15+ support tickets, yet Ive been looped into scripted replies, delays, and zero escalation.This has now resulted in ****** holding our business funds, which in turn is delaying dental treatment and reimbursement for a patient under our nonprofit program. This isnt just a tech issue its now affecting lives.All billing receipts and Squarespace notifications still go to **************************** showing I remain the rightful operator. Ive cooperated at every step and have been repeatedly ignored.

  Business Response

  Date: 04/17/2025

  Dear *******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/15/2025 regarding a complaint submitted to the Better Business Bureau by **** *****. In the notification, the complainant notes that they are not satisfied with the support received when attempting to gain access to their domains. 

  
  It is important to note the customer had two active cases with our support team that were being worked through at the time of their complaint. I have reached out to the customer directly requesting the verification documentation required to restore access to their domains. The support ticket number ******** can be referenced going forward. 

  
  Once the customer can verify their ownership of the domains and access has been restored, we will consider the case resolved. 
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,

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

  
  

  Customer Answer

  Date: 05/03/2025

  Dear *******,
  Thank you for following up.
  
  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:

  While I appreciate that they have now acknowledged my issue and requested verification documents, I want to make the following points absolutely clear for the record:
  1. This issue has been ongoing since August 2023.
  I have submitted verification documents and ownership details multiple times through Squarespaces support system without resolution. This delay has caused significant damage to my business, including complete loss of access to my domain (*************), emails, and website.
  2. Their system currently shows the wrong ownership email (it should be ************************************)
  This has prevented me from accessing billing, renewing the domain, or receiving proper account recovery instructions. Ive not been able to manage or use the domain I legally own.
  3. I have now re-submitted the requested verification documents under Ticket #********.
  If this results in full domain access restoration, account ownership correction, and renewal of my domain, I will consider this issue resolved. However, I reserve the right to escalate through ***** and legal channels should further delays or failures occur.
  Resolution Requirements:
  Restore full access to *************
  Update domain ownership so I can manage it via *********************************
  Enable billing/renewal access immediately
  Provide a clear path for domain transfer if I choose to leave Squarespace
  Until these outcomes are confirmed and functional, I remain dissatisfied, but cautiously optimistic pending the next 48 hours.

  
  Sincerely,
  **** *****  

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 05/15/2025

  Dear *******, 
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/5/2025 regarding the resolution rejection submitted to the Better Business Bureau by **** *****.

  In the notification, the customer states that they have replied to ticket number ******** with the requested documentation. At this time, we do not have record of this reply. 

  We have followed up directly with the customer on 5/13/2025, 5/14/2025 and 5/15/2025 to re-request the verification documentation and are yet to receive a response. The support ticket number 12231379 can be referenced moving forward. 

  Once we have a response from the customer and the requested verification documentation we can proceed with their request. Once access is restored, we will consider this case resolved. 

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

• Initial Complaint

  Date:04/14/2025

  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.

  Squarespace is holding up the transfer process by not sending the proper code to transfer their domain outside, holding my site hostage because I am not renewing with them. **********, to whom we are transferring, is a far better option for hosting than them. They are so bad that the main integrator of hosting solutions to 3rd party sites doesnt even have an integration with them, but have with over 100 other providers. Would never recommend this site again to any client.

  Business Response

  Date: 04/16/2025

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/15/25 regarding a complaint submitted to the Better Business Bureau by ****** *******. In the notification, the complainant states they were waiting on a transfer code in order to transfer their domain away from Squarespace. Per Squarespace policy, transferring a domain away from Squarespace can take up to 15 days and we are unable to manually speed up the process.

  
  We have followed up directly with this individual today 4/16/25 to reiterate the policy and confirm their domain has successfully been transferred to Cloudfare. The support ticket number #******** can be referenced going forward.

  
  We will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** *.
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:04/11/2025

  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 Payments is suspended on my site, *************************************************** I recently opened an account with ********************** and paid subscription fee, I paid a lot of money to hire someone to build the website and set up the squarespace payment, today I found that my payment account has been suspended without any explanations, I am not given an opportunity to appeal this, I just put the products on ****** Shopping ads but customers claimed that they could not send the payment, it is not acceptable, please restore my account!

  Business Response

  Date: 04/15/2025

  Dear *******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated [4/11/2025 regarding a complaint submitted to the Better Business Bureau by ******* ***. In the notification, the complainant notes that their Squarespace Payments account has been suspended without explanation. The complainant has requested the opportunity to appeal the request. 

  
  I have made contact with our Payment Operations and Risk Team regarding this case. The team has followed up with the complainant with further information regarding the Squarespace Payments account. The support ticket number ******** can be referenced going forward. 
  

  As our team has followed up with additional information and re-established contact with the customer to address any outstanding questions, this case is considered resolved. 

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

  
  

• Initial Complaint

  Date:04/01/2025

  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.

  A domain that I never used was transferred to Squarespace without my knowledge or consent. This service was never requested. Squarespace has made it impossible to stop the service and close the account. I have spent hours trying to cancel and their website appears to be purposefully broken to not allow the closing of the account. I was unable to contact the company by email or chat. There is no contact access once you are logged in and sends you to the help center where the log in link is broken. Squarespace also does not offer a phone number to contact. This seems to be built by design. This appears to be a corrupt and purposefully fraudulent company. I did not ask for this service, and I want it to be canceled and the account closed fully immediately. It is ridiculous that this is the step we must take to close an account.

  Business Response

  Date: 04/02/2025

  Dear ******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 4/1/2025 regarding a complaint submitted to the Better Business Bureau by ******** *******. In the notification, the complainant notes that they have been unable to reach out to our support team for help with cancelling their domain account. 

  
  We have reached out to the customer directly to acknowledge their complaint and to support with cancelling their domain subscription. The support ticket number ******** can be referenced going forward. 

  
  Once the domain subscription has been successfully cancelled, we will consider this case resolved. 

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

  
  

  Customer Answer

  Date: 04/08/2025

  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 received a response from squarespace and they did nothing to resolve my issues and concerns. Squarespace acknowledges the website chat feature does not always work and that they are not available by phone, yet only on X, formally known as *******. I do not wish to contact a business on X, formally known as *******. Squarespace did not cancel my domains, and instead put the ownership back on me to look into the domains on May 1, 2025 and June 18, 2025 to ensure that Squarespace closes the accounts as I have requested. 

   

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

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

  Business Response

  Date: 05/22/2025

  Dear ******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/22/2025 regarding a complaint submitted to the Better Business Bureau by ******** *******. In the notification, the complainant notes that they were not satisfied with the support provided when cancelling their domains. 

  
  We have followed up directly with the customer today to review the support that has been provided. It is important to note that both domains in question have had the appropriate action taken to ensure their cancellation. 

  
  The support ticket number ******** can be referenced going forward. 

  
  One domain has successfully been cancelled by expiration on May 1st, 2025. With the second domain set to also be cancelled by expiration, we consider this case now resolved. 

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

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

  
  

• Initial Complaint

  Date:03/28/2025

  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 a website, domain, and ****** workspace with SquareSpace. For some reason my email access is not working and their website has numerous malfunctions. I have tried on different devices for over a week to fix my work email and the billing wont go through and the accounts all work. Their help services are also ridiculous. You cant contact a live person and I was never contacted back via their automated form. I need my work email back up immediately.

  Business Response

  Date: 04/04/2025

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated March 29, 2025 regarding a complaint submitted to the Better Business Bureau by ***** ******. In the notification, the complainant notes that they are having trouble gaining access to and renewing billing for their business email. 
  
  We have followed up directly with this individual on 4/2/25 to seek clarification on the domain in question and complete some troubleshooting steps. We have not received any response to that email. 
  
  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 are confident that we can resolve this issue for the customer and look forward to hearing back from them regarding the suggested steps we shared. 
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ***** *. 
  Customer Support Lead
  ******************
  

• Initial Complaint

  Date:03/21/2025

  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.

  I have been newly setting up a Squarespace site with a shop. Ive encountered a technical issue that makes it impossible for me to set up to take credit cards, which is crucial to such a site functioning (Ive communicated this to the company several times). I have been waiting weeks for the technical service people to fix the glitch and make my site functional, but Im still hearing crickets from them, though I keep checking in. I cannot publicize my site until the issue gets resolved; so Im paying for nothing, essentially. I finally asked for a cancellation/refund so I could go elsewhere. But I was shown a part of the contract saying there are no refunds for technical fails. This is a *tech* company, so essentially there are no refunds, even if their product does not deliver what it promises to do. The attached photo shows the page I am unable to proceed past in order to set up Squarespace Payments so that I can accept credit card payments.

  Business Response

  Date: 03/27/2025

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/21/25 regarding a complaint submitted to the Better Business Bureau by ****** ***** *****. In the notification, the complainant states they were waiting on a a fix regarding a Squarespace Payments issue that does not allow the site to accept credit card payments. 

  
  We have followed up directly with this individual today 3/27/25 to provide clarification on the situation and to provide a full refund due to the issue they are encountering if they choose to cancel their subscription. The support ticket number#******** can be referenced going forward.

  
  We will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** *.
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My website for my business is showing expired when you go to the domain. I cannot access my account to pay my bill. I have made at least 9 requests for help and I am not making any headway and it has been going on for three weeks.

  Business Response

  Date: 03/19/2025

  Dear *******
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated March 19, 2025 regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant notes that they are unable to log into their Squarespace account.
  

  We can see that our team have responded to the customers requests for help with instructions on resetting her password and how to give us information we need if the password reset isnt working. The most recent email to the customer was on March 11th, and did not receive a response
  

  We have followed up directly with this individual today March 19, 2025 to provide clarification on our policies and give her the support she needs to regain access to her account. 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 has full access to their account we will consider this complaint closed.
  
  Sincerely,
  *** *.
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:03/18/2025

  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 3/18 my credit card was chaarge $12 twice with referance numbers **** ****************** *********. Also there are two other pending charges but they say $0. I don't know who they are or what this is for. I tried to go onto their website but they dont have an 800 number to call they only have some stupid Chat bot that does not answer what is being asked. I did not authorize these charges and they should be much more transparent about who they are or what the charges are for. I don;t want to escalate this to the **** but i will if this issue is not resolved.

  Business Response

  Date: 03/19/2025

  Dear ******,
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated March 19th, 2025, regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant notes that they have a charge they did not make from Squarespace
  
  We have followed up directly with this individual today March 19th to get the information required to find out whats gone on here and help the customer. The support ticket number ******** can be referenced going forward.
  

  Once we discover what this charge is for and ensure the customer is aware, we will consider this matter resolved.
  
  Sincerely,
  *** *.
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 03/19/2025

  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,
  
  ****** ******