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:03/15/2025

  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.

  *** Up with ************* I have been dealing with this company since December 6, 2024 with no resolve. The company used to be called Acuity Scheduling and in December it merged with Squarespace. That's when the problem started. I couldn't log into my calendar system. I have a calendar scheduling tool that I have been paying monthly for and I can't log into the site. Sent numerous emails, providing all of the information that they requested and I still can't log into the site. I have sent them banking information, the *** of my calendar site and anything else they have asked me for. All I keep getting is an email with a case# and someone will get back to me and they haven't. I've asked for a manager and nobody has contacted me. They don't have a phone number to call just email. I want to cancel this service but I want to get all of my information out of it before I cancel it. I can't log in to do that. I have been charged $13 4 times for service I can't even use! I want a refund of my money, give me 2 days to get out all of my information and cancel this service.

  Business Response

  Date: 03/17/2025

  Dear ******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/18/2026 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 whilst working to access their Acuity Scheduling account. 

  
  It is important to note the customer had an active case with our specialist support team. We have followed up on this thread directly today and are working with the customer to regain access to their account. The support ticket number ******** can be referenced going forward. 

  
  Once access is restored, our customer will be able to export their data and cancel the account. When the account is cancelled along with any refund the customer is eligible for, we will consider the case resolved. 

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

  
  

  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.

  It's not exactly resolved yet. I was able to log into my account FINALLY and download what I needed. I have let them know I have all that I need and cancelled the account.

  Now I am waiting for my $52.00 refund. Thank you for your help as everything was handeled swiftly as it should have been all along!
  
  Sincerely,
  
  ******* *********
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/15/2025

  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 non-existent and I waited HOURS for someone to appear via a chat. I sent an email on an urgent issue via the ticket system (which is capped to 125 characters and is incredibly unrealistic to use), just to never hear back or have any sort of follow up. I have a website that is urgently needing to transfer over the domain, as this is a live and active business, and the nameservers on Squarespaces' side are not editable, not allowing any sort of updating, and are stuck on the Squarespace settings. Reading forums, this is a customer service-sided issue that has left folks waiting 45+ days for someone to rectify. We cannot have this. Every day that we are not live or allowed to transfer over properly is a loss of profit. These are very blatant and obvious systematic issues Squarespace has been aware of for over two years (from my research), and it seems to be a ploy to hold people into the Squarespace realm one last time. ***************** needs to have the updated nameservers to:***************** ***************** ***************** Please ensure these are updated immediately, as on my side, I receive an error that they cannot be updated yet when I speak to Wordpress, they are letting me know it's all on Squarespaces end and this is a repeated issue. Checking every single forum on Squarespace, yes, this is a continual error that the higher up team has yet to fix. Please resolve the website above urgently.

  Business Response

  Date: 03/19/2025

  Dear ******,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 03/19/2025 regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant notes that they are unsatisfied with our transfer timing policies and response times.

  Our domain transfer timing policies which are publicly available via our Squarespace *********** state transfer may take up to 15 days. At this time, domain transfers are occurring normally and within the expected timeline

  After reviewing the customers domains both appear to have successfully been transferred to the new registrar.

  We have followed up directly with this individual today 3/19/2025 to confirm their domains have been successfully transferred. The support ticket number #******** can be referenced going forward. It is important to note that our records indicate the customer had an open ticket that has received several responses from our Customer Support team. 

  Since these domains appear to be transferred, 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:03/14/2025

  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.

  I have been requesting them begging them to stop my subscription they never ever give a formative answer and have just been stalling me asking me to wait do this go here go there its been so many months they have been constantly charging me even after unauthorizing on their website reaching customer support everywhere, at this point i am sure they have fraudulently taken out almost 100 200 from me i really need help please

  Business Response

  Date: 03/14/2025

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

  Squarespace, Inc. (Squarespace) writes in response to your notification dated Mar 14th, 2025 regarding a complaint submitted to the Better Business Bureau by ******* *******. In the notification, the complainant notes that they are unable to cancel their subscription with us after several requests.

  
  Please be advised that a Squarespace account could not be found for ******* *******. Without additional account details, such as the customers email address or website, we are not able to pull up the details of their account and assist with this request. We ask that the customer reaches out to provide the necessary details so Squarespace may resolve the issue. Please see our customer support contact options here: 

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

  Once this customer provides the additional detail we can investigate their concerns and work towards a resolution. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** *.
  Customer Support Lead
  ******************

  
  

• Initial Complaint

  Date:03/12/2025

  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.

  The company by the name of ************************** was hosting my domain ******************** for one year (I Don't have an account with this company; a request was submitted on March 5, 2025, then it was transferred to another entity on March 12, 2025). The. Accounts were expiring on March 28, 2025; Therefore, the domain was going to expire. However, on March 5, 2025, I tried to extend for one year by 20 dollars so I can move it to another domain before March 28, 2025. However, it declined several times. After calling the credit card company the issue was resolved. However, the Squarespace system charged me 9 years of hosting ($******). I immediately sent Squarespace a ticket requesting a correction since they only offer email support. I got a response stating "I understand that you canceled your services, and you are requesting a refund, am I correct? You have to cancel your domain before discussing the refund" As I stated before I have canceled my domain hosting as March 12, 2025, before it expires on March 28, 2025. However, the company Squarespace refused to provide a refund because of the overcharges by their system. Please Refund me the overcharges by the system of ****** dollars. Squarespace should not change for 9 years hosting when I don't have an account with the company. Their system inadvertently charged me for 9 years of services they are not providing. When I contacted them, they refused to provide the credit.

  Business Response

  Date: 03/26/2025

  Dear *******
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated March 13th, 2025 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 at Squarespace we contact domain owners 30 days before their domain expiration date, which is 15 days before the domain renews, so they can make sure they have their domain renewal set how they want.
  

  We have followed up directly with this individual today March 26th, 2025 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 we have the information that we need to issue the refund, 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: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory if and when I'm provided a refund. Additionally, I have provided copy of the charge to my credit card as requested by Squarespace (*** *.)
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/09/2025

  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 tried to log in to square space to renew my domain name.Your staff refused to provide assistance.First my issue was ignored l, see email response alleging that I cannot find my website. I never wrote this. This response is harassment and a direct result of sharing my account information with an unknown third party.Then I was sent an invalid link, to reset my password The deadline for me to renew my domain name is 3/10/25. But I cannot renew because there is no way for me to log in to my account. The reset password doesn't work for ****** accounts. I get the message,A ****** Account exists for this account,See image below.Account is under the email address listed in the complaint.Domain was Migrated from ******

  Business Response

  Date: 03/10/2025

  Dear ******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/9/2025 regarding a complaint submitted to the Better Business Bureau by ****** ********. In the notification, the complainant has noted that they are dissatisfied with the service level provided whilst in the process of regaining access to their account. 

  
  Its important to note that there is an active case with our Product Specialist team who are in the process of helping the customer regain access to their account. The support ticket number ******** can be referenced going forward. We have escalated this case today to support a quicker resolution. 

  
  Once our customer has regained access to their account, we will consider this matter closed. 

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

  
  

  Customer Answer

  Date: 03/10/2025

  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:03/08/2025

  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 am experiencing a critical issue regarding my domain (*******************), which should have been renewed on February 28, 2025, yet remains expired, preventing me from accessing essential services tied to my domain, including bank communications and 2FA logins.Issue Details: Whois records confirm the renewal occurred on 02/28/2025, yet my Squarespace account still lists the domain as expired. The domain is currently on hold and inaccessible, disrupting essential services. The renewal was processed through ****** Workspace, not directly through Squarespace, leading to ongoing issues with verification.Immediate Action Required: Immediately reactivate my domain so I can regain access to critical services. Manually verify the domain renewal through ****** Workspace since this payment discrepancy was caused by your system, not mine. Resolve the status mismatch between Whois and Squarespace records to prevent future disruptions.This issue has severely impacted my ability to manage personal and business accounts. I expect a resolution within 24 hours as this is an urgent matter affecting financial and security-related services.Please confirm receipt of this email and provide a direct solution as soon as possible.

  Business Response

  Date: 03/10/2025

  Dear ******,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/8/2025 regarding a complaint submitted to the Better Business Bureau by ******* *******. In the notification, the complainant states that their domain (*******************) should have been renewed on February 28, 2025, but remains expired, preventing access to essential services.
  
  Upon review, we found that the domain expired due to four unsuccessful payment attempts. There appears to be some confusion between ****** Workspace and domain subscription services, which has led to the current issue.
  
  We have reached out directly to the customer today to clarify that their domain must be renewed for ****** Workspace services to function properly. Once they update their payment information and complete the renewal process, their access will be restored.
  
  The support ticket number ******** can be referenced going forward. It is important to note that the customer had an active case with our support team that was being worked through at the time of their complaint.
  
  Once the customer completes the necessary steps for domain renewal, 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:03/05/2025

  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.

  Subject: Ongoing Sub-Domain Verification Issue Amount Paid to Squarespace:I currently have 49 domain names registered with Squarespace totaling approx. $1300 per ************* Commitment:Squarespace advertises that users can fully utilize domains and sub-domains purchased through their platform, including the ability to verify them for services such as email hosting. However, this functionality is not working as promised for sub-domain verification.Nature of the ****************** to Resolve:I purchased a domain through Squarespace and set up ****** Workspace to host my email. When I attempted to verify the sub-domain, I encountered an error due to a problem with Squarespace.I reported this issue to Squarespace on Friday, February 28, 2025. Since then, I have engaged in over 12 chat sessions and multiple email exchanges with their support team. Despite my repeated requests, Squarespace has:* Failed to escalate the issue to a higher support tier.* Repeatedly asked me to follow the same troubleshooting steps (four times so far), despite these steps failing to resolve the issue.* Refused to acknowledge that this is a system-wide problem affecting sub-domain verification.Impact on My Business:* I am unable to properly set up business email accounts.* This has disrupted my business communications and created significant delays.Desired Resolution:I request that Squarespace:1) Escalate this issue to their advanced technical team instead of forcing me to repeat failed troubleshooting steps.2) Acknowledge and take responsibility is this is a system wide sub-domain verification problem.3) Provide a clear timeline for resolution or an alternative solution that allows me to use my sub-domains as intended.4) Improve technical support protocols to ensure that legitimate, unresolved technical issues are escalated rather than dismissed.

  Business Response

  Date: 03/06/2025

  Dear Nogaye, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/5/2025 regarding a complaint submitted to the Better Business Bureau by ******* ******. In the notification, the complainant notes that they are experiencing errors when setting up email through their subdomain. Additionally our customer is dissatisfied with the length of the customer support interaction and troubleshooting process. 

  
  Our customer has provided the ticket number, ********, in which they have been working with our team to resolve the issue. In the most recent reply from our team, we have been able to identify that the functionality is not working due to a system limitation. Our team has provided two alternatives to support in achieving the customers desired result. 

  
  As per our customers request, we have escalated their case and responded directly to acknowledge the issue and share the alternatives available. The support ticket number ******** can be referenced going forward. 

  
  Once our customer has received the support they need to successfully set up with one of the alternatives available, we will consider the case resolved. 

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

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

  
  

• Initial Complaint

  Date:03/03/2025

  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 has been extremely unresponsive with helping me bring my domain back online. It was shut down by them over a SEVEN DOLLAR charge which was an expired credit card. I changed it and they WONT RE-CHARGE to take the stupid 7$ and let me have access to my work email again. They are being totally careless about peoples livelihood. I am losing money every day I cant access my work email. This is criminal negligence!

  Business Response

  Date: 03/05/2025

  Dear ******,
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated March 4, 2025 regarding a complaint submitted to the Better Business Bureau by **** ******. In the notification, the complainant notes that they are unsatisfied with our billing policies around outstanding charges..
  

  We have followed up directly with this individual today March 5, 2025 to confirm that their account has been reactivated thanks to successful payment of the outstanding charge. 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 confirms that their ****** Workspace account is active again, 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:03/03/2025

  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.

  Six kids wanted to build a website for a school project in December 2024. We decided to use **************************, which charges $9.57/year for the domain and $26.59/month for the website. We decided to subscribe for a month and made sure that we selected "auto renew OFF" when we paid for the first month, because the kids do not need it after the December presentation. However, despite that we disabled "auto renew" Squarespace continued to charge $26.59 in Jan 2025 and Feb 2025.

  Business Response

  Date: 03/03/2025

  Dear ******* 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/3/2025 regarding a complaint submitted to the Better Business Bureau by ****** **** In the notification, the complainant notes that they were unexpectedly charged for two months of website subscription payments after disbaling auto-renew. 

  
  Its important to note that the complainant had an active case with our support team. It appears that there was some confusion and the incorrect subscription had been disabled which resulted in the additional charges. 

  
  We have reached out with the customer directly to explain where the confusion was caused and why the additional charges we incurred. Additionally, we have decided to make an exception to our refund policy and issue a refund for January 2025 and February 2025 as requested. The support ticket number ******** can be referenced going forward. 

  
  Once this customer receives the refunds, we will consider this matter closed. 

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

  
  

  Customer Answer

  Date: 03/21/2025

  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.

  They charged twicewithout my authorization. I got one payment back through credit card dispute and after filing this complaint with BBB, they refunded the second payment and stopped future unauthorized charges.

  Sincerely,
  
  ****** ***
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/26/2025

  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 is withholding additional funds from me- their customer - that is my money. They are claiming this is a reserve of $1500 and withholding until the end of the year. They will not give any answers or release any funds. They have access to my business bank account as a reserve and have in their fine print that this is an option. I need the rest of my funds immediately.

  Business Response

  Date: 02/28/2025

  Dear ******, 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/26/2025 regarding a complaint submitted to the Better Business Bureau by ******** *****. In the notification, the complainant references a reserve hold on their funds in relation to Squarespace Payments and requests its release.
  The complainant has an active case with our Payment Operations and Risk Team, currently under review. The support ticket number #******** can be referenced for further updates.
  
  As outlined in our Payments Terms, a reserve has been placed on a portion of the complainants funds as part of our standard risk management practices. This reserve is intended to account for potential chargebacks and refunds, particularly given the complainants business model, which involves high-value transactions, extended fulfillment timelines, and sourcing inventory only after customer payments are received. The reserve amount, currently $1,596.79, is in place to mitigate financial risk and ensure coverage for potential disputes, as chargeback timeframes can extend up to ******************************* the expected delivery date.
  
  It is important to note that the customer had an active case with our Payment Operations and Risk Team, which was being worked on at the time of their complaint. The team has remained in active contact with the customer and continues to work toward a resolution.
  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** **
  Customer Support Lead
  ******************