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:02/10/2025

  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.

  I am unable to get my domain issue resolved due to issues with their customer support. I need my domain released to me. They require a bank statement to verify identity and have no alternative or supervisor i can speak to in reference to an alternative. My payment information is on this account and I cannot have access to it due to having no access to the previous phone number as well as the email address. No one is willing to help me. I can confirm all information on the account. I do not understand why my payment information as well as my legally purchased domain are in limbo.

  Business Response

  Date: 02/12/2025

  Dear BBB Complaints,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/11/2025 regarding a complaint submitted to the Better Business Bureau by ***** *****. In the notification, the complainant notes that they are requesting their domain released to them.
  
  We have followed up directly with this individual today 2/12/2025 to provide clarification on our policies as well as the opportunity to ensure that we get the right documentation to release the domain. We need to ensure that we follow our processes so domains cannot be taken by non owners. 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 the most recent bank statement with a charge for their domain, we will take the appropriate steps to ensure they have access to the domain in question.
  
  Sincerely,
  *** *.
  Customer Support Lead
  ******************
  

• Initial Complaint

  Date:02/10/2025

  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.

  Squarespace is unjustly protecting the folks on their forums who make them the most money. I purchased a $40 widget from a third-party called ******** It was not working as advertised, and I asked a simple question regarding customizations, to which the owner of ******* (**************) emails me privately, accusing me of attempting to have another member create paid-for code (which was not true), and demanding me to remove my post. To make it all worse? He then says that it would cost me another $40 for the small customization that was originally advertised, and I had already paid for. In the forums, he asked me to continue speaking to him off of Squarespace, via email. I expressed that no, I would not have a side-deal made and it was advertised as a customization feature in the original demo, and if it's not available, it's just a simple addition that wouldn't be worth $40. One of the other Squarespace members (********) had in fact made a free explanation for this small customization, which I awarded as the correct Solution. ************** did not like that and falsely reported my Squarespace ********** for 'being rude' and thus, caused it to be taken down. I will not stand for this. Being told you are wrong does not justify someone banning my post, or behaving the way they do. If you are truly telling me ************** is allowed to behave like this, pressuring people to pay more money and then banning them when they find a free solution, I'm not entirely sure how Squarespace finds this ethical. I find it to be troubling that attempting to reach out to Customer Support is challenging, and your post can be removed without any fair chance at defending yourself. Squarespace needs to stop protecting people like ************** who go out of their way to try and make a quick ***** versus actually helping people. His demands via email were uncalled for and again, I'm not sure why I was the one punished for merely asking a question.

  Business Response

  Date: 02/11/2025

  Dear BBB Complaint Services,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/10/2025 regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant notes that they are unsatisfied with the deletion of a forum post they were contributing to.
  After reviewing this complaint, we can confirm this forum post was deleted because it violated our forum guidelines which are publicly available via our Help Center. 

  We have followed up directly with this individual today 2/11/2025  to confirm the reason this post was removed. The support ticket number #******** can be referenced going forward. It is important to note the customer created an open ticket with our support team 02/10/2025 and Squarespace had not had yet the opportunity to respond. 

  Since we have shared why this post was deleted with the customer, 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:02/06/2025

  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.

  I am writing to formally file a complaint against Squarespace regarding their mishandling of domain renewals after acquiring domains from ******. Their failure to have a plan in place for renewals has resulted in a severe disruption to my business, causing us to lose access to our primary email and website, ***************.Squarespace took over domain management from ****** but did not implement a clear process for renewals, nor did they provide sufficient support when issues arose. Specifically, my domain expired on January 31, 2025, and despite multiple attempts to renew or recover access, Squarespace has refused to take responsibility, instead directing me to ******, which is also unable to assist due to Squarespaces control of the domain.Key Issues with Squarespaces Handling:Lack of a Renewal System Squarespace did not establish a seamless way for customers to renew domains acquired from ******, leaving users stranded.Disruption of Business Operations The inability to renew our domain has resulted in the loss of email access and website functionality, directly harming our operations.Unreasonable Verification Process Squarespaces demand for a very specific bank statement format (instead of reasonable proof of ownership) further complicated the process unnecessarily.Failure to Provide an Alternative Solution Despite acknowledging the issue, Squarespace has not offered a viable solution to restore access, which demonstrates negligence in handling their domain customers.This situation has caused serious disruptions to my business, and I expect Squarespace to take immediate action to resolve this issue. I request that Squarespace either:Provide a way to renew my domain through their system, or Release my domain back to ****** or another provider where I can renew it properly.If this issue is not resolved promptly, I intend to escalate my complaint to consumer protection agencies and legal channels for failure to provide adequate service.

  Business Response

  Date: 02/07/2025

  Dear BBB Complaint Services, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/6/2025 regarding a complaint submitted to the Better Business Bureau by ****** ********. In the notification, the complainant notes that they are unable to renew their domain with Squarespace and that our support is not helping move them forward. 

  
  Please be advised that the customers domain is a resold domain from ****** Workspace. This in turn means all billing for the domain, including renewal, must be handled with ******. We have followed up directly with this individual today 2/7/2025 to provide clarification of this process and offer apologies for the frustration experienced. The support ticket number ******** can be referenced going forward. 

  
  Once this customer has a been in contact with ****** and has renewed their domain, we will consider this case resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,

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

  
  

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising 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.

  Square Space acquired ****** domains. I used to be charged once a year for my domain and now I am being charged monthly. I turned off the auto renew feature on their website and tried to remove my payment info but it wouldn't let me. I am still being charged with no amount listed anywhere and it keeps changing. When I went to try and contact them about the issue, there was no phone number, no email, and their contact button didn't work. When I clicked on billing/invoice button it took me to a 404 bad request webpage! I had to go through a third party social media site, X to contact them. This is not how business should be conducted. List your charges on the website and let us cancel when we want to everything is just taking me to a bad request page when I try to do so.

  Business Response

  Date: 02/05/2025

  Dear BBB Complaint Services, 
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/4/2025 regarding a complaint submitted to the Better Business Bureau by ******** *. In the notification, the complainant notes that they had some confusion with their custom domains, email, subscriptions, and invoicing.
  

  We have followed up directly with this individual today 2/5/2025 to provide clarification on our policies as well as the opportunity to help manage their subscriptions and help clarify around the confusion of their Squarespace 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 takes the necessary action of logging into their Squarespace account and managing their subscriptions as needed, 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: 02/06/2025

  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:02/04/2025

  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.

  SquareSpace took orders from my customers, but due to a bug in their system I have not been able to access the funds my customers paid. I have tried repeatedly to get to a resolution. However, it has now been over seven weeks, 30 emails, and I was just transferred to yet another department. I am no longer willing to commit time to get to a resolution because they clearly do not have a handle on this system issue. I would like all of my subscription fees refunded and the money from my customer orders totaling $448.89.

  Business Response

  Date: 02/14/2025

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/4/25 regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant states they were waiting on a payout from their Squarespace Payments account. 
  The verification issue the customer was experiencing was due to a bug in our system. This has since been resolved and the payout has been delivered as of 2/13/25. 

  
  We have followed up directly with this individual today 2/14/25 to provide clarification on our policies and the situation in question and issued a refund for his past two subscriptions as a gesture of good faith.. 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: 02/21/2025

  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.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/04/2025

  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 *** (owner of Squarespace ************ is the 3rd party vendor for my company All **************'s ****** Workspace and domain. There was an issue with our business payment method, resulting in suspension of those services effective 1-10-2025. I have not been able to send or receive emails since 1-10-2025. I contacted my business bank establishment to allow payments from Squarespace and updated the business payment method through Squarespace's online account access. Bank records indicate payment to Squarespace for ****** Workspace was withdrawn from our checking account on *********. Bank records also indicate payment to Squarespace for our domain name (****************) was withdrawn from our checking account on *********. The issue is that we still do not have a working business email address. We paid for this service and have been in contact via email with technical support for about 2 weeks now and Squarespace has YET to resolve this issue. Poor resolution is impacting daily business operations. It is unclear if Squarespace will fix the issue or refund our money. Overall, significant delays and ineffective attempts have been made to resolve the issue. I spent significant time researching the potential issues and going back to technical support with what I found to assist but still no solutions on their end. Our Squarespace account ID number is ************************. Please help!

  Business Response

  Date: 02/04/2025

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated February 4th 2025, regarding a complaint submitted to the Better Business Bureau by **** *. In the notification, the complainant notes that they have had ongoing issues with their custom domain email address.
  
  We have followed up directly with this individual today 2/4/25 to provide clarification on our policies and provide further assistance with getting their email functioning once more. The support ticket number ******** can be referenced going forward. 
  
  Once this customer takes the steps outlined in our response, 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:02/04/2025

  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.

  I created a website for my small business using Squarespace, and have been accepting payments from customers through ********************** Payments. Currently, they are holding all of the money I have received from customers while my account is "under review" and they refuse to provide a reason for this. These payments are my only source of income and customer service will not tell me why they are holding my money.I have previously received successful payouts to my bank account from ********************** Payments, and now the payouts have abruptly stopped while they review my account.

  Customer Answer

  Date: 02/04/2025

  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:02/04/2025

  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.

  As of February 3, 2025 Squarespace *** is not releasing $1,809.11 of sales I have through their platform. I have reached out to their team multiple times with no response. My account is suspended with no explanation of why. I also cant call or speak directly to someone as their customer service is only through email. I really would like help with receiving my payout. I have had this Squarespace account for over 7 years with no issues of scams, fraud, chargebacks or any other issues that would cause them to not release my funds.

  Business Response

  Date: 02/04/2025

  Dear BBB Complainant Services,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 02/04/2025 regarding a complaint submitted to the Better Business Bureau by ******** ******. In the notification, the complainant notes that they are unsatisfied with our response regarding their issue with Squarespace Payments. 

  It is important to note ******** had an escalated open support ticket at the time of this submission.  As of today 02/04/2025, Adriennes account has been returned to active status and they can continue to process Squarespace Payments. Our team is working on responding and the ticket number ******** can continue to be referenced. 

  Since the account is no longer suspended, we will mark this case as resolved. Should you require any additional information, please do not hesitate to contact us.

  ***** *.
  Team Lead - Squarespace Support
  

  
  

  Customer Answer

  Date: 02/05/2025

  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 still have not been provided any information on why my account was suspended. On January 28, 2025 I received and email and alert that my identity needed to be verified and that I needed to submit the information by February 11, 2025 to maintain access to my account. On January 29, 2025 my account was suspended with no explanation and the only thing I could do is contact custom service. Squarspace doesn't have a phone number, so the only way I can reach out is in email. Although my account has been restored, my funds were held with no explanation from January 29th to February 4th. I reached out several times asking what was needed from me to get my account back, with no response. I submitted my bank statement as proof which has nothing to do with my identity. No ID or other verification was required. I still don't know why Squarespace suspended my account and have yet to get this resolved. As of now, Squarespace isn't being honest on why my account was suspended. I am a small ***** Woman Owned Business, which is clearly displayed everywhere on my website which Squarespace has access to. I have all necessary information to believe that because of my race and ***, Squarespace suspended my account, without any warning or reasons. I'm sure this isn't legal by any means. 

   

  I an requesting more information and full explanation on why my account was suspended without warning. I am also requesting why I was sent a notice that I had until February 11, 2025 to submit verification information, yet my account was suspended on January 29, 2025. Lastly, I am requesting what department of the government my information was sent to, as it was stated by Squarespace that my information didn't match government records. 

   

   

   

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

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

  Business Response

  Date: 02/14/2025

  Dear BBB Complaint Services,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 02/06/2025 regarding a Not Resolved response submitted to the Better Business Bureau by ******** ******. In the notification, the complainant notes that they are unsatisfied with our response regarding their issue with Squarespace Payments. 

  Squarespace is committed to supporting marginalized communities and historically underrepresented creators across the globe. We have publicly available documentation declaring our dedication to fostering a diverse community and treating all of our creators and merchants equitably.

  Since the original request for the account to be returned to active status was completed, we will mark this case resolved. Our team continues to work on responding to the other concerns mentioned and the ticket number ******** can continue to be referenced.
  

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

  ***** *.
  Team Lead - Squarespace Support
  

  Customer Answer

  Date: 02/18/2025

  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:02/04/2025

  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.

  Squarespace is holding my funds and refuses to pay them out or process them. It has been nearly 10 days since the funds were supposed to be paid out. Since then, they have paused payouts on my account to verify my information. They claim it should only take 2-3 days. They keep pausing payouts because they need to verify my account info, but they claim they don't need anything else from **** have nearly $7500 just sitting there that I need to run my business. This experience has been stressful and terrible. I will immediately be closing my squarespace store and moving it to ******* and just want to get my money that is owed.Their support is worthless and said they would e-mail me, but never responded. In short, there has been no communication from Squarespace other than, "We don't need anything else from you :)" while they hold my money hostage.

  Business Response

  Date: 02/04/2025

  Dear BBB team,
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated February 4th, 2025 regarding a complaint submitted to the Better Business Bureau by Bran ****. In the notification, the complainant notes that they are unsatisfied with a delay from Squarespace Payments for their payouts.
  

  We have followed up directly with this individual today February 4th to provide clarification on their payouts which are currently undergoing a standard review. 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 review has been completed 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: 02/11/2025

  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:01/31/2025

  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.

  My subscription is supposed to come with customer support. I sent an email about a week ago, but I have yet to receive a reply. I've tried using their chat feature, but it takes sometimes hours to get a live agent on chat. More often than not they are adversarial.I upgraded to a more premium account in order to have the option to add code, but square space claims that they don't support it. They can charge more money for it, but they can't support it. I would like to specifically complain about a chat representative named ****** *., who was absolutely belligerent. I need to hear from somebody who is an administrator at this company.

  Business Response

  Date: 02/03/2025

  
  Dear BBB Complaint Services, 
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 1/31/2025 regarding a complaint submitted to the Better Business Bureau by **** ******. In the notification, the complainant notes that they upgraded to a more premium account in order to have the option to add code, but square space claims that they don't support it. 
  Historically, we dont support custom code injection as indicated on our help section under NOTE at the bottom of the page. (See link below.)
  *******************************************************************************************
  We have followed up directly with this individual today 2/3/2025 to provide clarification on our policies and to point **** in the right direction. Additionally his personal complaint against one of our agents has been addressed to the proper parties. 
  The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  Once this customer takes the necessary action of cancelling the subscription they no longer want, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  **** ****** 
  ******** ******* ****
  ******************
  
  

  Customer Answer

  Date: 02/06/2025

  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:

  This is actually not about SquareSpace not supporting the code. It's about the fact that the code doesn't work. I have worked on many websites in other systems where custom CSS can be used and it has an effect on what it should have an effect on. I've tried the same code that I tried on square space on other sites just to test the code and it works on other sites but it doesn't work on square space. I guess there's a reason they don't support it. It's because it DOES NOT WORK. There is some kind of a flaw in their system.

  I would like the extra money that I paid for this upgrade to be refunded, but I don't want to lose the upgrade! There is another features that I need, such as the "Announcement Bar." However, I am not willing to pay over $80 a year for an announcement bar. The real reason we made this upgrade was for the custom code feature.

  Nevertheless the fact that not only does the custom code portion of this upgrade not work, I have spent hours of valuable time trying to get it to work, without any support from the company whatsoever. 

  Also, the response from the company was just a token reiteration of their policy and by no means an effort to alleviate the situation. There was no customer service here.

   

   

   

   

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

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

  Business Response

  Date: 02/07/2025

  Dear BBB Agents,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2/7/2025 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 we have followed up with this customer regularly to answer his questions, including an email on January 31st which he did not reply to. At Squarespace we offer the ability to add custom code to a website, but we are unable to troubleshoot if the specific code is not working. We advise customers that if their code isn't working to contact where they got the code to ask for assistance on this.
  We have followed up directly with this individual today 2/7/2025 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 at the time of their complaint.
  
  Sincerely,
  *** *
  ******** ******* ****
  ******************