Complaints

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

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Hello,

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

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

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

  
  

• Initial Complaint

  Date:03/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/04/2025

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

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/27/2025

  Hello,

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

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

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

  
  

  Customer Answer

  Date: 03/28/2025

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

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/19/2025

  Dear *******
  

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

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

  We have followed up directly with this individual today March 19, 2025 to provide clarification on our policies and give her the support she needs to regain access to her account. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  

  Once this customer has full access to their account we will consider this complaint closed.
  
  Sincerely,
  *** *.
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:03/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/19/2025

  Dear ******,
  

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

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

  
  

  Customer Answer

  Date: 03/19/2025

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

• Initial Complaint

  Date:03/17/2025

  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.

  HelloHello, I signed up for a free trial at ************************** for a website and domain, but I was charged soon after my registration. I'm concerned because I expected the free trial to allow me to explore options for building an art website. Additionally, I discovered that I cannot use my purchased domain for another site if I choose to.

  Business Response

  Date: 03/17/2025

  Dear *******

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 03/17/2025 regarding a complaint submitted to the Better Business Bureau by ******** *****. In the notification, the complainant notes that they are unsatisfied with being charged for a website subscription as they thought they would have more time to explore on a free trial.

  Please be advised that a Squarespace account could not be found for ******** ***** using the details provided. Without additional account details, such as the email address used for their Squarespace website or the domain name, we are not able to investigate and assist with this request.

  We have reached out to the customer via the email address provided. Ticket number ******** can be referenced moving forward. 

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

  Sincerely,

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

  
  

• Initial Complaint

  Date:03/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/17/2025

  Dear ******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 3/18/2026 regarding a complaint submitted to the Better Business Bureau by ******* *********. In the notification, the complainant notes that they are not satisfied with the support received whilst working to access their Acuity Scheduling account. 

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

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

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

  
  

  Customer Answer

  Date: 03/19/2025

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

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

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

  
  

• Initial Complaint

  Date:03/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/19/2025

  Dear ******,

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

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

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

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

  Since these domains appear to be transferred, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.

  Sincerely,

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

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/14/2025

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

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

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

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

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

  
  

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/26/2025

  Dear *******
  

  Squarespace, Inc. (Squarespace) writes in response to your notification dated March 13th, 2025 regarding a complaint submitted to the Better Business Bureau by ***** ******. In the notification, the complainant notes that they are unsatisfied with our billing policies.
  

  Please be advised that at Squarespace we contact domain owners 30 days before their domain expiration date, which is 15 days before the domain renews, so they can make sure they have their domain renewal set how they want.
  

  We have followed up directly with this individual today March 26th, 2025 to provide clarification on our policies as well as the opportunity to make an exception to our refund policy in this instance. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  

  Once we have the information that we need to issue the refund, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  *** **
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 03/26/2025

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