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: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.

  I cannot get any support via email. I keep the contact button brings me to the same place. Chat feature only an AI. I cannot resolve my money. **** it the point of me paying money to squarespace If I cannot get any support.

  Business Response

  Date: 02/03/2025

  Dear BBB Complaint Services, 
  Squarespace, Inc. (Squarespace) writes in response to your notification dated  [1/29/25 COMPLAINT regarding a complaint submitted to the Better Business Bureau by ***** *. In the notification, the complainant notes that they cannot get any support via email  
  
  We have followed up directly with this individual today 2/3/25 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. 
  Once this customer takes the necessary action with their domain, 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:01/24/2025

  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 Domains took over ****** Domains September 8, 2023. My domain expired on January 22, 2025. I had assumed that they had my credit card on file, as I'd used a CC with ****** to purchase my domain ***************** for my business. However on January 23, 2025 I received a message from a client that my domain no longer existed. I logged on to my G suite account and found an email from Squarespace about renewing my domain. I clicked the button, went onto the Squarespace Dashboard, found my expired domain, and clicked on it to renew per the instructions on their own website. However when I click on the domain the page never loads. Squarespace does not have any phone customer support. On the bottom of their email they claim "Were here to help Our award-winning Customer Support Team is available 24/7. If you have any questions, please visit **********************************."Their support is definitely NOT 24/7. I attempted several times to use the "live chat" function and was told they had high volumes of requests, they would send an email. They sent an email hours later. I replied, yet have received nothing back, it's been hours. I found the registrar information online and called the number, however it is a voicemail box only, and the recording directs me back to their "24/7 online support." All I want is for Squarespace to either:1. Renew my domain of ***************** 2. Give me a transfer code so I can take my business elsewhere

  Business Response

  Date: 01/24/2025

  Dear *******,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated January 24th 2025 regarding a complaint submitted to the Better Business Bureau by ***** *******. In the notification, the complainant notes that they are having issues with renewing their domain, and are unsatisfied with our wait times.
  
  We have followed up directly with this individual today, January 24th 2025, to escalate their case to our Product Specialists for further investigation, and to provide clarification on our support policies and current volume.
  
  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.
  
  Once our Product Specialists are able to troubleshoot further, we will consider this resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** ** 
  ******** ******* ****
  ******************
  
  

• Initial Complaint

  Date:01/23/2025

  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.

  12/1 we opened a Squarespace account, started selling and received no payouts. 12/16/24 SquareSpace told us they holding our collected funds of $314,000 in its entirety for at least 120 days. They said it was because we are in travel, a risky business. Our name has Cruises in it. They could have told us this immediately. After freezing our assets they told us to refund out clients, and often their system won't refund, so clients think we are trying to cheat them. Their customer service is horrible. Their very limited live chat has not authority, and says the team they refer our complaint to will contact us immediately. Sometimes it is 5 or more days without resolution until they email us. Meanwhile clients are worried we are unstable. There has been no complaints against us or illicit activity. We want our duly earned funds released so we can properly service our clients. We would understand if they held up to a 20% reserve for 90 days as some businesses do, but not holding all of it indefinitely. They are hurting our clients and our business. It is unethical of them to do this.

  Business Response

  Date: 02/05/2025

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 1/23/25 regarding a complaint submitted to the Better Business Bureau by **** *********. This response is made on behalf of both Squarespace and Squarespace ************, with whom the complainant also contracted through their acceptance of the Squarespace Payments Terms (available here).
  
  In the notification, the complainant states they are unsatisfied with the termination of their Squarespace Payments account, the holding of funds processed in reserve and difficulties in processing refunds. They also expressed dissatisfaction with customer support and requested a release of all processed funds. 
  
  Please be advised that our records indicate the merchants payment account was closed on 12/16. As we advised the complainant in our email of 12/16, we are unable to work with any business that poses an elevated financial risk or is one of the business categories included in the payment processors prohibited and restricted business list (available here). This restricted business list is referenced in the Squarespace Payments terms which the merchant accepted on opening the payment account. The list contains the restricted category of travel, with a sub-category including cruises. Certain business types, such as those in the travel industry, are seen as high risk because the time period between customer payment and delivery of the product or service could prompt the end-customer to raise a chargeback with their card company for product or service not delivered.
  
  Funds currently in reserve are held to counter the risk of any liability arising, for example, customer chargebacks. Chargeback time limits can differ depending on the card network involved but they are typically permitted up to 120 days after a  charge, or even up to 120 days after the service or product was due to be delivered. We understand that  the service to the merchants customers was not due to be delivered until November 2025. To learn more about reserves, please see this support guide. 
  
  We apologise for any initial difficulty in processing reserves. We understand that since 12/23 the merchant has been able to process refunds on any charge that is not already subject to a dispute. 
  
  With regard to the particular refund request mentioned (Order #*****, ************), the complainant was unable to process a refund because that transaction was already the subject of a dispute raised by the customer with their card network. The complainant informed us that their customer had cancelled the dispute but this cancellation was not reflected in the merchants payments account records. The merchant subsequently lost the customers dispute on 12/31 and this transaction was charged back to the customer. 
  
  We have followed up directly with this individual today 2/5/2025 to provide further support in respect of processing refunds for the balance of the funds held in reserve. The support ticket number #******** can be referenced going forward.
  
  Since we are in touch with this customer and actively working on this issue, we will mark this case resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** *. 
  Customer Support Lead
  ******************
  

  Customer Answer

  Date: 02/09/2025

  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:

  We do not meet the criteria of prohibited business as we shall illustrate below. We believe the vendor is holding funds without cause in a manner which is potentially fraudulent to earn interest they will not pass on to the vendor if they ever do return said held funds. Once SquareSpace purloined my funds, it was impossible to reach anyone directly to discuss the issue. They simply keep resending the same form letter. In my opinion, it raises the question of how many companies funds are being held with the interest harvested, and no recourse?

  
  Additionally, we believe SquareSpace may use obfuscation to deliberately confuse applicants. Their terms and conditions is ***** words without any prohibited businesses types or definitions listed on their very long page.The user must click through 2 more links to reach a page with a list of businesses.

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

  SquareSpace says:
  ** *** ****** ** **** **** *** ******** **** ***** ** ******** ********* **** ** ** *** ** *** ******** ********** ******** ** ***        *** ******* ********** ********** *** ********** ******** ****       ********** ****** **** ********** ******** **** ** ********** ** *** *********** ******** ***** ***** *** ******** ******** ** ******* *** ******* ******** *** **** ******** *** ********** ******** ** ******* **** * ************ ********* ********
  
  
  ** ******************************************************************** ****** ******* ******* *** ***** ** ****** ***** *** ******** ** *** ********** ***** *** ****** *** ******** **** ** *** ********** ** *** ****** *********** ** ******* ***** ******* **** ********** ** ****** ********
  
  
  ******
       *  ************************ *** *******
       *  ******* *** ******* ********
       *  ********* ********
  
  ** *********** * ********** ****** **** ** * ******* **** ******** * ***** ** ***** **** *** ******** *** ******* ******** * ****** ******* ******** ***** *** ******* ******* ******** * *********** ** ************** *** ************** 
  
  ** *** *** * ****** ******** ** ** *** ******* ***** ** * ***** ** ****** ** *** * ********* ******* ********* **** * ********** ****** ******* *** ******* **** *** ******* ****** ** **** * ***** ** ****** *** ** ** ******* ******* ******** ** *** * ********* ******* ********* **** * ********** ****** ****** ******* * ********* ******** ******
  
  
  ** ** ********* ******** *** ****** ****** *********** **** *** **** *** ********** ***** ** ** ***** **** ******** *** *** ******** ************ ** **** **** **** ** ** ** ***************
  
  
  **** ** ** ******** ** ** **** ********* *********** ******* *** ** **** *** **** ** ********** ********** **** *** ***** **** ******* *** ****** *** ***** *** ** ************* ******** **** ********* ***** *** ****** *** ***** ***** ***** ****** ******** ** ***** ** **** ********** ** * ********** ******** *** **** *** ****** *********** ****** **** ** **** ** ******* *** *********** *** ****** * *************** ******** ** ******* *** ***** **** ******* * ******** ** ***** *** **** ***** ********** **** **** ****** ** *****
  
    

   

   

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

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

  Customer Answer

  Date: 03/08/2025

  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:

  [Your Answer Here]

  I am following up to further express our concerns regarding the extended unwarranted hold on our funds. We are proud to be in partnership with *******, a highly reputable company in the travel industry, not considered high risk. Over the past three months, we have experienced zero complaints, yet 100% of our funds have been ***** ***** contrast to the standard risk practice of holding 1530%.

  
  ***** P.s says SquareSpaces policy is designed to protect both your business and your customers. However, withholding our entire revenue undermines our ability to operate and service our clients effectively. It raises a critical question: how does such a measure protect our business or the best interests of our clients?
  We have provided comprehensive evidence that every client is fully insured for their trip, eliminating any valid reason for a chargeback.Furthermore, it is illegal to both use the insurance and initiate a chargeback.

  Additionally, we have submitted documentation confirming that our company is fully insured. This complete insurance coverage should substantially lower any perceived risk, as there would be no grounds for chargebacks.

  
  Originally, the risk department committed to releasing the funds on March 24, 2025. After three months of good performance and with no explanations provided for any change, the hold onto our funds has been unilaterally extended for an extra yearwith no guarantee of release even at that time.
  
  Additionally, ***** *.  Customer Support Lead said:
  ** **** ******** ** ******** **** *** *********** ** ******** ** ********** ** *** ******* ***** ** **** ******** ** ** *** ******** ******** ************* **** ***** ******** *** **** ** *** ******** ***** ****** ** ********* ************  ** ****** ** ********* * ************* **** ** *** ******* ***** ** ************ *** ******** ********* ** ******* **** ******* ***** ** *** ********* ********** **** ******** *** ** ********** *** **** ************
  
  ** **** ******** ********** ***** ** **** ********* ******** ** *** ******* ********* *** ******* ******* *********** ********** *** **** ** ************ ******* ***** *** **** ********** *** ********* ********* ********* ******** *********** **** *** * ** ****** ********* ***** ********** **** ********* **** ** ** ************** ********** **** ***** ***** ******************* ** ** ***** ******* ******** ******** ** **** * **** ** ******* *** ******** ** *** *********** **** **** ** *** **************
  
  

  
  Our only mode of communication with this department has been via email, with response times typically ranging from 3 to 6 days. Over the past three months, I have repeatedly attempted to contact SquareSpaces finance, operations, and legal departments via email, yet none of my inquiries have been answered. They also have no assignable phone numbers.

  
  From our perspective, the financial risk to SpareSpace is negligible, as all client funds are fully protected by their verified insurance policies. Furthermore, our multi-million-dollar comprehensive business insurance provides an additional layer of protection. However, while SquareSpace continues to hold our comprehensively insured funds, it is concerning that they earn interest on these fundsa benefit that accrues to them while communication remains limited to sporadic and anonymous emails. This lack of transparency raises serious concerns that our funds may be held indefinitely, solely for the purpose of accruing interest.

  
  We respectfully request immediate clarification regarding the identity and accountability of the risk department, as well as a more direct and responsive line of communication. We also seek a clear explanation of the rationale behind holding our funds under these conditions, along with a definitive timeline for their release.

   

   

   

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

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

  Business Response

  Date: 03/20/2025

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/10/25 regarding additional concerns submitted to the Better Business Bureau by the complainant. This response is made on behalf of both Squarespace and Squarespace ************, with whom the complainant contracted through their acceptance of the Squarespace Payments Terms (available here). 

  By way of background, Squarespace is a website hosting company. Squarespace Payments is our native payment solution which facilitates the integration of payment processing services with our customers websites - this allows customers to accept payments in connection with such customers ********************** ecommerce sites. The processing services are provided by the payment processor, Stripe.
  
  In the notification, the complainant in summary 1) raises concerns that there is an extended unwarranted hold on their funds; and 2) expresses dissatisfaction with customer support.
  
  With regard to the hold on funds, the complainant states that 100% of their funds have been held, in contrast to the standard risk practice of holding 1530%. The complaint also takes issue with the extension of the reserve to March 2026. We reiterate comments made in our previous response that funds currently in reserve are held to counter the risk of any liability arising, for example, customer chargebacks. Chargeback time limits can differ depending on the card network involved but they are typically permitted up to 120 days after a  charge, or even up to 120 days after the service or product was due to be delivered. 
  
  With regard to the reserve percentage, certain high-risk companies may have reserves set, as the complainant suggests, of 15-30% but that is likely to be the case only where the products or services provided, even if high risk, are to be delivered immediately or soon after payment. Reserves can be released at that point because the chargeback risk has been removed. In high-risk industries such as travel and events, it is market practice to hold a significant reserve for up to 120 days following delivery of the product or service - as the chargeback risk continues until then. In the case of the complainants event, releasing full reserves within 120 days following payment would leave an exposure for the full payment amount until the chargeback risk ended in March 2026.
  
  The complainant states that withholding their entire revenue undermines their ability to operate and service our clients effectively. The complainant has helpfully provided insurance details but refused to provide other financial information recently requested. Squarespace requested this financial information to determine how best to balance the chargeback risk with the complainants need to operate their business. Squarespace does not earn interest on the funds held in reserve. The funds are held by the payment processor, Stripe. 
  
  The complaint raises concerns about submitting sensitive data to an unidentifiable department that lacks clear accountability there is no phone number, physical address, or even a name to confirm the identity of the individuals with whom we are corresponding. At this time, we dont offer help by phone and have focused on online support. We offer 24/7 support by email. The response times on this issue have sometimes taken 3 to 6 days because of the importance of the issue given the amount of funds involved. The Payments Operations & Risk Team have worked with the **************** to respond to the queries the complainant has raised directly with Squarespace. 
  
  Conclusion 

  We have followed up directly with the complainant to consider an evaluation of the reserve held. We have enquired as to the specific business circumstances that would mitigate the risk of the merchant being unable to discharge chargebacks, to assess if releasing a further proportionate part of the reserve would be appropriate. Case #******* can be referenced for this interaction.
  
  This process of reviewing a reserve will be on-going until the full reserve is ultimately released. Since we are in touch with this customer and actively working on this issue, we will mark this case resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ***** *. 
  Customer Support Lead
  ******************

• Initial Complaint

  Date:01/17/2025

  Type:Billing 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.

  We have multiple charges from SquareSpace on our credit card, however we cannot obtain invoices to justify the charges. Please see the attachment for the dates and amounts of the charges. SquareSpace customer service is impossible to reach for clarification or support. We obtained four invoices from the SquareSpace billing section, and as you can see we had eleven other charges from SquareSpace, totalling nearly $1,500.00. These are either fraudulent and should be refunded, or SquareSpace should provide invoices showing the purpose of the charges.

  Customer Answer

  Date: 01/20/2025

  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:01/15/2025

  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.

  ****************** is my company and we used square space as a payment processing company. We were suspended after the first week with no explanation, money held, emails unanswer. Finally after the investigation we were unsuspended and told we could withdraw our funds. No activity other than linking back our bank, as instructed, was conducted. we were told to wait another 2 weeks till removing our funds. Right at that time that the 2 weeks were up , again we got suspended pending investigation. Reminder, no activity was conducted since we were approved to take out our money, then we were ignored until finally getting an email stating that we are terminated and our funds being held up to 6 months the customer service is non existent although they claim to reply within 24 or 48 hours I feel like they are mistreating us and abusing power they have to hold funds This has put my business in real jeopardy of shut down worst company I have delt with

  Business Response

  Date: 01/22/2025

  Dear BBB Complaint Services,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 1/15/2025 regarding a complaint submitted to the Better Business Bureau by ******** *****. In the notification, the complainant notes that they are unsatisfied with our Squarespace payment policies. 
  We have followed up directly with this individual on January 17, 2025 to provide clarification on our policies and advised that their payout will happen on January 31, 2025. 
  The Squarespace Payments Terms require that customers do not use the payments services to engage in any transactions which are included in Stripes Prohibited and Restricted Businesses List or seen as high risk (Section 3.8 Restricted Businesses: **********************************************).
  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.
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 01/27/2025

  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 dont see how we had an open case  it was closed, we were told that we needed to link a bank and could withdraw the funds   Then suddenly we were suspended again   So I was unaware   Mostly because you dont do what you say as far as support response   And all that time 2 times, that the money was held cost me a lot   As a small business startup squarespace , by not holding up to their word, and suspending us 2 times back to back  with 2 lengthy and unnecessary investigations, they almost bankrupted us and dont seem to acknowledge or care about a smaller company   And I still have not gotten my money out

   

   

   

   

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

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

  Business Response

  Date: 01/31/2025

  Dear BBB Complaint Services,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 1/29/2025 regarding a complaint submitted to the Better Business Bureau by ******** *****. In the notification, the complainant notes that they are unsatisfied with our Squarespace payment policies. 
  As mentioned previously, our risk operations team has been working with ******** and advised him that he will be given his full payout on January 31, 2025 to his account mentioned in the email. We apologize for the suspension but we have taken all the necessary steps to resolve this for the customer. 
  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.
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 02/03/2025

  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:

  [Your Answer Here]well here we are , the 3rd of Feb  2025  and I still dont have my money that you said would be there on the 31st of last month   Wouldnt be an issue but since November 19 you have held my funds   Thats a long time and you kept ignoring me   So I am not satisfied with your response  I want my money plus ***** for losses and damages 

   

   

   

   

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

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

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a former complaint against ******, Squarespace and GoDaddy. ****** and Squarespace migrated my domain (****************) back and forth between the two companies. These companies made the process of retaining a domain difficult for me and many other domain owners. As a result of their migration, I lost access to my domain. I was told my domain expired but either Squarespace or ****** SOLD my domain to GoDaddy. Please see the last document titled Re- ******************************* Domain Migration - **************** that goes into further detail.

  Business Response

  Date: 01/08/2025

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 1/6/25 regarding a complaint submitted to the Better Business Bureau by ******** ****. In the notification, the complainant states they believe ****** or Squarespace sold their domain to GoDaddy.

  
  Please be advised that our records indicate the domain subscription in question (****************) was cancelled on February 8, 2024 due to non-payment. Per policy, once a domain expires, the customer has ***** days to re-register the domain, otherwise it is released back to the registrar and can be purchased by someone else, which is what happened in this case. The domain is currently registered under ******* and the complainant has been advised to contact their support team for help from here. 

  
  We have followed up directly with this individual today 1/8/25 to provide clarification on our policies and the situation in question. 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:12/26/2024

  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.

  Squarespace purchased ******'s defunct website domain services, and transitioned all our sites previously hosted by ****** to squarespace. Simple enough, except Squarespace isn't allowing access to my site and it's impossible to get in touch with anyone at the business, they don't have a phone line and they are holding my business website hostage and demanding payment for an account I can't access.

  Business Response

  Date: 12/26/2024

  Dear BBB Complaint Services,
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/26/2024 regarding a complaint submitted to the Better Business Bureau by **** *******. In the notification, the complainant notes that they are unsatisfied with issues relating to their domain migrating from ****** toSquarespace and they are unable to access their account.
  

  Please be advised that our records indicate the customer contacted ********************** customer support where we were in active discussions to assist the customer. I can see that these issues were not finalised as we were waiting for them to take the required next steps in initiating an account recovery. 
  

  We have followed up directly with this individual today 12/27/2024 to provide further assistance in accessing their account The support ticket number ******** can be referenced going forward. 
  

  Once this customer takes the necessary action advised in our latest correspondence and has resolved the outstanding issue, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******
  Customer Support Lead
  ******************

  Customer Answer

  Date: 12/31/2024

  Better Business Bureau:
  
  Thanks for getting in touch with Squarespace, you were key in getting them to respond to me! ******, the first competent associate I encountered, only reached out because he was made aware of the complaint. Alas, this whole situation is a moot issue because I figured the technical issue out on my own.

  Regardless, Squarespace's customer support needs improvement, especially considering they have the **** to call it "award winning" when you can't even reach anyone by phone like all their competitors.

  Again, thanks for your help BBB!

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

  
  

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving invoices from Squarespace over the last month or so. I have never created a Squarespace account, so I contacted them.They instructed me to reset my password and delete the account. I did reset the password, and then logged in. I saw the company that is using my email address is a tree removal service in ****. I emailed them to tell them I was deleting the account in a week.I did not hear from them, so I logged back into Squarespace. I tried to delete the account, but to no avail. I apparently had active subscriptions. I described those and still could not delete the account. Then I thought I could just change the associated email address to one from the companys website. That didnt work ********* here we are with Squarespace still telling me what I must do to delete my account. I dont even know how they were able to use my email without my approval. But this feels like a security issue to me, one the company continues to ignore. Oh, and they dont take phone calls.

  Business Response

  Date: 12/26/2024

  Dear BBB Complaint Services,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/26/2024 regarding a complaint submitted to the Better Business Bureau by ***** ***********. In the notification, the complainant notes that there might be fraud or a security risk while trying to access their Squarespace account in order to manage their unwanted subscriptions and invoices.
  
  Please be advised that our records indicate the customer did not contact ********************** from the information provided in this BBB complaint. 
  
  We have followed up directly with this individual today 12/26/2024 to provide clarification on our billing policies as well as the opportunity to help them manage and track down the Squarespace account in question. The support ticket number ******** can be referenced going forward.
  
  Once this customer takes the necessary action of clarifying which account they are referring to and provide details about the unwanted invoices, we will help resolve their issues and  we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  **** *.
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:12/20/2024

  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 my new provider for my website and payment processor. They collected my information. Social security #, Drivers License, EIN number, bank account. Despite all of this, after ***** in sales were made they send an email saying to verify identity and my account is suspended. Their customer service does not help. Ive done as much research as i can. There are thousands of complaints no different than mine. Every person is saying when this happens the next email to expect is that squarespace will hold funds for 180 days. My question is, how is this company still able to do this? How do they still exist with so many people showing they are scamming people out of their sales and money. I dont know what to do

  Business Response

  Date: 12/26/2024

  
  Hello,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/20/24  regarding a complaint submitted to the Better Business Bureau by ***** ******. In the notification, the complainant notes that they are unsatisfied with our payout policies. 

  
  We have followed up directly with this individual today 12/26/24  to provide clarification on our policies. The support ticket number ********  can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.

  
  Once this customer takes the necessary action of providing needed documentation to our risk team,we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ****** 
  Customer Support Lead
  ******************
  
  

  
  

• Initial Complaint

  Date:12/17/2024

  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 contacted Squarespace in early December 2024 to inquire about charges and request a printout. I have since been given the runaround. When I asked to be escalated to someone who could help me and that I was not interested in links and instructions (that they've repeatedly sent) on navigating their horrible site, they ignored me and did just that. Each time I've tried to go on live chat, I got the message that the volume is high so wait times will be extremely long.Shady practices are happening here. No ease of finding information - MY information. No help. Only games. I still have questionable charges on my account each month and I do not have the documents I need for my taxes.

  Business Response

  Date: 01/02/2025

  Dear BBB Complaint Services,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12/16/2024 regarding a complaint submitted to the Better Business Bureau by ***** ********. In the notification, the complainant notes they had not received copies of their Squarespace invoices after asking multiple times.

  This case was escalated to a Supervisor 12/17/2024, on this date we reached out to the customer letting them know their case was being reviewed. Since then, we have reviewed the customers ********************** invoices and provided copies of them via ticket #********. This ticket can be referenced going forward.

  Since we are in touch with this customer and actively working on this issue, we will mark this case resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,

  ***** *.
  Customer Support Lead
  ******************

  Customer Answer

  Date: 01/03/2025

  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.

  I appreciate the help I received to resolve this issue and the reassurance that my suggestion will be escalated. That said, I do feel its worth mentioning that the process took longer than I had hoped. The issue began on December 10, 2024, and it wasnt fully resolved until January 2, 2025. It was only after filing a BBB complaint that the resolution came together.
  While Im glad the matter is resolved, I hope the company considers how important timely support is, especially for small business owners like me who rely on their services. Moving forward, Id love to see improvements in this area to make the experience smoother for others.

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