ComplaintsforSquarespace, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am extremely disappointed with Squarespace and their customer service. My website, ***************, has been disabled for over a week, and despite providing all necessary verification documents multiple times, the issue remains unresolved. This prolonged downtime has caused severe disruption to my business operations, financial loss, and reputational damage.The customer service team has been slow and unresponsive. I was forced to postpone my business opening day, and my repeated requests for assistance have gone unanswered. When I finally received a response, the suggested solutions were inadequate and failed to address the core issue.I paid a subscription fee expecting a reliable service, but the experience has been far from satisfactory. Squarespaces lack of timely support and effective problem resolution has been extremely disappointing. I expected a higher level of service, especially for a platform that markets itself as a reliable solution for small businesses.I would not recommend Squarespace to anyone who relies on their website for critical business operations.

  Business response

  07/23/2024

  Dear ********, 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 23rd 2024, regarding a complaint submitted to the Better Business Bureau by ********************. In the notification, the complainant notes that they are unsatisfied with the support they have received with accessing their website.

  Please be advised that we offer 24/7 365 day support, and the customer had an active case with our Product Support team that was being investigated at the time of their complaint. We have followed up directly with this individual today, July 23rd 2024 to provide clarification on our refund policies, the status of their existing ticket, as well as the opportunity to assist with cancellation if they so choose. The support ticket number #******** can be referenced going forward.

  Once this customer indicates if they would like to follow through with cancellation, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** **
  Customer Support Lead
  ******************

  Customer response

  07/24/2024

  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

  07/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Squarespace manages my website domain. My login credentials have been suspended for an unknown reason. I've attempted to contact Squarespace on several occasions to resolve this issue via email and also their chat services on their website, but they have yet to respond to my inquiries aside from their canned automated responses indicating that this request is now in their queue. They also lack a dedicated phone service, so I am unable to call in. I would appreciate some help resolving my login issues if possible.

  Business response

  07/18/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 17, 2024, regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they were upset they were unable to reach us regarding her account being suspended. 

  
  The customer reached out to our team today July 18, 2024, completed our verification process, then was sent a password reset email. We have followed up directly with this individual today July 18, 2024 to make sure that they were satisfied and no further action is needed on our end. 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 responds and acknowledges their satisfaction, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******
  Customer Support Lead
  

  
  

  Customer response

  07/24/2024

  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

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am trying to start a website for an **** business. I have purchased ************************ and squarespace owns it. I thought it was owned by ******* but it is not. They said I needed a plan that cost me $303 for the first year. Then my website is not there. They said it was ******** fault. I contacted ******* They confirmed squarespace has it, and then I am on hold in texts for another 2 hours! I get nowhere! They say it is listed to some other account. Then they email me a verification which never comes, but emails from the chat tech arrive. I am completely confused as to what happened or how to solve it. I believe that it was some AI error because I asked it to help me set this up. I cannot use what I have spent $315 on and when I ask for help they cut and paste links. When I follow the links they do not have what I need. So, i ask more detailed nad pointed questions. They simply cut and paste links, but they will not help me solve the issue. One of the things listed in whr $303 I paid for squarespace was to be able to reach someone at anytime to solve issues. However, I was just told the domains department was gone for the day! The attitude of the tech support people is that I am tech inept, However, I built a different website that I did not continue with because I wanted to combing this all in *******. www.marnichandra.com it was for my artwork. I need decent help. If they cannot provide it what is the service I am paying for? So far this tech glitch has cost me 15 hours of my time. *************************** ************ **************************

  Business response

  07/03/2024

  Dear ***********,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 2nd July 2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they wish to connect their domain with their website.
  
  After some investigation, it appears both the domain and website are in separate accounts. It is possible for the complainant to consolidate these by verifying their ownership of their domain, and taking additional steps to transfer site ownership. Alternatively, we can cancel the website and issue a full refund to the complainant if they wish to discontinue their website or begin a new one that is linked to their domain.
  
  We have followed up directly with this individual today 3rd July 2024 to provide direct assistance and resources on how to consolidate their accounts. The support ticket number #******** can be referenced going forward.
  
  Should you require any additional information, please do not hesitate to contact us.
  
  
  Sincerely,
  
  ************
  Customer Support Lead
  ******************
  

  Customer response

  07/10/2024

  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 not sure how or why there are 2 different accounts. I am thinking that some AI weird thing happened and old info got confused with the new info. I did try and follow the emailed instructions, but I could not resolve it. I am getting verification emails to *********************** and when I attempt to verify the account it says that no account with that name exists. When I login to ************************** it says it exists but it is not linked to thegrumpiehippie.com     So I have no way to use the things I paid $303 for. 

   

   

   

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

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

  Business response

  07/11/2024

  Dear ****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 07/10/2024regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they are unsatisfied with our billing policies.
  

  Please be advised that our records indicate the customer did not contact ********************** to cancel the subscription in question until after the refund window had passed. Subscriptions can be cancelled at any time with the steps, as well as refund policies, publicly available. Further, we offer 24/7 365 day support.
  

  We have followed up directly with this individual today 7/11/2024 to provide clarification on our policies as well as the opportunity to make an exception to our refund policy in this instance. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  

  Once this customer takes the necessary action of cancelling the subscription they no longer want, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Globalrn.com was transferred from ****** to squarespace. Weeks ago I received an email that Globalrn.com was going to expire and to update payment information. There is no possible way in the interface to update the payment information. I contacted squarespace several times to try to fix this and pay. So I have attempeted many times to solve this and pay long before it expired. No response from squarespace. No way to get ahold of them via email.As there was no response from Squarespace, I attempted to transfer the domain out of squarespace. There was plenty of time left, but squarespace didn't transfer the domain and instead let it expire. Now the there is still no way to pay to get my domain reinstated, and the transfer is stuck also. It has now been weeks and no response from support for this time sensitive matter. There is no way to get a human to respond. I probably will lose my domain because of squarespace's issues.I request that they fix their system so that payment is possible. (other domains in this account have the same issue but not all of them). I also request they finish the transfer of my domain away from squarespace as requested.

  Customer response

  07/01/2024

  Better Business Bureau:
  
  In reference to complaint ID ********, After the complaint was submitted, Although later than the allowed timeframe, Squarespace  finally allowed the domain to be transferred. I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on June 19th I added a new email user onto one of my sites, I was charged 2.06 to add new user and then I received an email for my new user, upon the new user attempting to log into new email. Received an error message stating email did not exist. When jumping back to Squarespace site to inspect more, I realized that the email user is no longer there but the charge for the user as well as the monthly billing went from 7 dollars to 14 dollars for the user that was not showing. I tried adding the new user a couple more times but it would not let me add anymore users at this time and just showed my original user. I reached out to their live chat feature which I received zero response, then I sent an email request as that is the only other option and received a confirmation email for the open case. I then received an email response two days later saying they are busy and will get back to me as soon as possible. It has now been a week and I have followed up 2 more times and have received zero response and now I have zero access to add any users or manage my workspace at all. I have new employees for my business that I need their email so I can get them access to start working as well as I let Squarespace know my request was urgent as I was applying for a **** incentive program in which I needed a new business email and still have not been able to do that and that promotion has a deadline of 6/30 and will ultimately cost me over ******* dollars in postage credit.

  Business response

  07/02/2024

  Dear *********************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/26/2024 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they are unsatisfied with the setup and signup process of their custom email address associated with their domain.
  
  We have followed up directly with this individual today to provide clarification on our policies as well as the opportunity to clarify on their end goal and discuss options around a possible exception to our refund policy in this instance. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  
  Once this customer takes the necessary action of clarifying how many users they require, I'll then be able to check it out and offer more targeted guidance. We will then address their concerns accordingly and consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  
  

  Customer response

  07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The response has not addressed my issue at all, It has been 2 weeks and my user that was created still does not reflect on my workspace account but the billing for that specific user does reflect on the account. As it stands in my workspace account it reflects one user but I am being billed for 2 users.  I sent multiple emails stating I needed this resolved due to a deadline I had which was 6/30 and now that time has passed and still no resolution to the issue.  The response **** sent me was also confusing as the issue is happening for my workspace account for BrightPath and he is bringing up my user accounts for my other workspace account.  I have followed up their response directly to **** himself but yet to receive any other responses.  Additionally he advised that I can always use their live chat which I did attempt and did not get any response, and then when checking the live chat the following day, the function was removed from their platform and a message was displayed that they have removed it.  I do not see how they are trying to resolve the issue if they aren't even looking at the correct account. 

   

   

   

   

   

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

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

  Business response

  07/11/2024

  Dear *********************************,
  
  I'd like to update you with a quick note in regards to the complain from *********************.
  
  Moving forward, I've escalated ************************* existing Squarespace support ticket for further investigation and that we will be following up with updates via that same existing ticket #********.
  
  Our Product Specialist team will address their concerns accordingly. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  Squarespace, Inc.
  
   

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Squarespace migrated my domain for my website thatirrigationguy.com from ****** domains on 6/22/24. On Squarespaces website it specifically promises no downtime. My site has been down since the migration and no one at Squarespace is responding to my service tickets. There's no live chat available, no number to call. I've email support three times. My business is my livelihood. I install and service lawn and garden irrigation systems. ******** is in a record heat wave during the busiest time of year for my business and customers can't access my website. I'm literally losing thousands of dollars because squarespace has bungled my site's domain migration. I can't send out proposal bids because because people can't access to portfolio on my site. My site is fully paid, the domain fully paid and renewed. This is a domain issue because the squarespace assigned private url for the website works. The *** is routing to the wrong place, the *** never resolves which means this is 100% a migration issue that squarespace has horribly bungled. I'd like squarespace to escalate my issue to a senior member of their team and get my site back online ASAP yesterday. I also think it's absolutely fair for squarespace to compensate me for lost business. Not having to pay to renew my site for the next ten years or a check for $2,500 (average cost of an irrigation system installation) would be appropriate.

  Business response

  06/25/2024

  Dear ****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 06/25/2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with our billing policies.

  We have followed up directly with this individual today 06/25/2024 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.

  Since we have made a small exception to our refund policy for this customer and shared the details of that exception we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.

  Sincerely,

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

  
  

  Customer response

  06/26/2024

  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 not satisfied and there has been no resolution. And this is not a billing issue. This is negligence on the part of squarespace in bungling the migration of my domain and A) not fixing it in a timely manner, resulting in me losing business; and B) not acknowledging or owning the mistake; and C) not even attempting to reach a proper resolution. I have lost thousands of dollars in business because of the negligence of squarespace and I believe I'm entitled to be reimbursed for this lost business.

   

   

   

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

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have tried to cancel the website service for noahousing.org that I had paid $248.40 before 14days expiration but it's very difficult to reach out to them as it's only by online chat and their chat line is always busy so there's no one to talk. On In addition, they don't have a customer service phone number. Last time I chat with a rep she said will have the billing **** reach out to me but also their email notice says that they're overwhelmed with unprecedented volume of requests. So, it's going to be obvious that any customer will miss the deadline as I have therefore I can't cancel online and then not get a full refund of $248.40

  Business response

  06/24/2024

  Dear *****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 06/24/2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with their attempts to cancel their site and process a refund.

  Please be advised that subscriptions can be canceled at any time through their account dashboard, with the steps and refund policies, publicly available on our site.

  We have followed up directly with this individual today 06/24/2024 to provide clarification on our policies, cancel their site, and process this full refund.  The support ticket number ********  can be referenced going forward. It is important to note that this customer also had an active case with our support team that was being worked through at the time of their complaint .

  Since this site has been canceled and the refund initiated, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.

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

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

  
  

  Customer response

  06/27/2024

  Better Business Bureau:
  
  Please be aware that once you pass the 14days to cancel theres no full refund or prorated refund via the dashboard. Because I wasnt aware at the start of how to cancel & numerous times of trying to contact customer service through their online chat and via email but it was very difficult to get through someone due high volume intake; therefore, missed deadline & no full refund couldnt be issued via the dashboard. Had no choice but to then contact BBB. 
  

  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 received today my full refund & thank you BBB for helping me.
  
  Sincerely,
  
  ********************************
  
  
  
   
  

  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over a month ago my website, which is hosted by Squarespace went down. Squarespace also manages the domain address (www.pineappleparadise.online). I contacted the company via the company's customer service complaint email. My service request case number is ********. Since then (over the past month), I have emailed eleven other times. Following most of those emails, I have received an email reply stating something like... "the problem is being escalated to our engineers" and "we will contact you once a resolution is reached." Then, days pass without any call, email, or any type of notification. In fact, I don't receive a reply until I email AGAIN restating my problem... a down website for my business. There is no customer service number to phone, there is no live chat, simply an email system that sends you a standard reply promising the problem to be escalated and fixed (at some point). The emails always note that they are not able to provide you a timeline for when the problem can be fixed. I have reminded them that this is a business website on which my business replies for financial success. Additionally, it seems impossible for me to move my domain to another host company and for my web content to be duplicated and moved. Anything you can do to assist is greatly appreciated. By the way... my fees to Squarespace for the domain and the website are both current and are paid in full.

  Business response

  06/28/2024

  Dear *******************, 
  Squarespace, Inc. (Squarespace) writes in response to your notification dated June 21, 2024 regarding a complaint submitted to the Better Business Bureau by *******************. In the notification, the complainant notes that they are unsatisfied with our response time in finding a solution for his website being down. 
  Please be advised that our records indicate the customer has been in touch with our team, and this has been escalated but no solution has been proposed at this time. *** ***** is in touch with a product specialist who is following this and providing updates as they become available. We do apologize for the inconvenience, but are actively working toward finding a solution. 
  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
  ******************
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My domain has been down ever since the forced migration from ******* I got an email about a week prior to its expiration that the payment didn't go through. I figured it was a fluke, so I updated the payment info and went about my business. On June 3 I see they suspended my account. I then tried three or four different accounts and they all failed. I called my bank and they said SquareSpace was reversing the charges, not them. So I try to unlock my domain and that won't work either. I then file a ticket, which is automatically closed and marked as resolved. It said to respond to the email if that's not the case. I did and it was ignored.On Jun 4 I open another ticket. What followed was a week of day-long turnarounds and the few dashboard options I had disappear. The only bit of information I do managed to get is they don't handle ".co" domains directly, and I'm told to shake down their third party vendor, key-systems, who apparently handle those. I'm given a generic contact URL IN GERMAN; they have three different email addresses listed on different domains . Of course they told me to get lost.I asked for an escalation on Jun 7. Several days later they send me an email telling me they'll update me when there is one and not to talk to them. I've gotten literally nothing from them in two weeks other than sometimes they'll respond to my update request to leave them alone. I'm at risk of losing a domain very soon that I've had for 15 years. I just want to transfer this thing to a different company.

  Business response

  06/28/2024

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/20/24 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they have had issues regaining access to their domain during our migration of the ****** *******.
  
  I can confirm that the customer has an active case open with us and our teams have already started to take action to further investigate the issue they were having. The ****** Domain migration has been a huge undertaking and we are doing our best to help several customers at this time with questions and concerns with the process.
  
  I can see that our teams are still in the process of seeing what they can do to assist with this domain and the ticket number #********. Our teams have followed up directly with this individual as of 6/25 and we will continue to reach out to provide clarification on the situation when we have more information for them. It is important to note the customer has been escalated to the appropriate team to handle this case and we have been working with them through this at the time of their complaint.
  
  Once again, when we have more information we will continue to inform the customer with the next steps they should take to regain access to the domain and we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  *************************
  Customer Support

  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been in customer service limbo concerning a refund for a website subscription. I have done the steps requested of me but the representative handling my case will not return my emails.

  Business response

  06/20/2024

  Dear *******************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated June 20, 2024 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they have been unable to reach us regarding a refund for a canceled site subscription. 
  Please be advised that our records indicate the customer has been assisted by our social support team, and a full refund has been issued.
  Additionally we have followed up directly with this individual today, June 20 2024 to provide further support if needed, and collect any feedback regarding our support platform. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team.
  As the customer has been issued a full refund, will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************ 
  Customer Support Lead
  ******************
  
  

*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. ↩