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:09/04/2024

  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 purchased an annual plan with Squarespace to build a website in June 2024 but cancelled it on June 25, 2024 due to difficulty in building a website. I have requested a refund several times but they ignore my requests. They claim to offer a refund for cancelled subscriptions.

  Business Response

  Date: 09/04/2024

  Dear *****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 09/04/2023 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they requested a refund from Squarespace and has not received it.  

  Please be advised that our records indicate the customer reached out June 26th for a refund and this was approved the same day. The customer no longer has access to the original form of payment and will need to follow up with their financial institution to confirm next steps. We have followed up directly with this individual today 09/04/2024 to confirm the need to follow up with their financial institution. The support ticket number #******** can be referenced going forward. It is important to note the customer has opened multiple tickets and was informed of the need to follow up with the financial institution connected to their original form of payment. 

  Since Squarespace has processed this refund and this customer has been given directions to contact their financial institution, 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: 09/05/2024

  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:

  I took their so-called refund invoice to my financial institution, Navy Federal Credit Union, and they determined the digital invoice was not a legitimate financial instrument, but they were able to find the refund transaction on Squarespace's online site and attempted to move the refund to the **** account.  However, SS had placed an "indisputable" restriction on the transaction which meant it could not be transferred to the **** institution.   SS is blowing smoke and making the refund a bogus item. 

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

   

   

   

   

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

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

  Business Response

  Date: 09/13/2024

  Dear *****,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 09/13/2023 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they consider this issue unresolved. 

  We have continued to follow up directly with this individual today 09/13/2024. The support ticket number #******** can be referenced going forward. The additional information shared such as the phone number has still not been shared with Squarespace. We have only been notified through this update. However, now that its been shared we have followed up with NFCU. 

  NFCU will not provide any additional details without the customer on the phone and giving express consent. We have reached back out to confirm availability and schedule a call. We are currently waiting to hear back from the customer. Should you require any additional information, please do not hesitate to contact us.
  

  Sincerely,
  **************
  Customer Support Lead
  ******************
  

  Customer Answer

  Date: 09/14/2024

  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

  Date:09/03/2024

  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.

  Our website was migrated to Squarespace from ****** around June of 2024, and just 2 days ago our ENTIRE website was taken offline by Squarespace with no real answer, including access to our business emails connected to our site. We are on the verge of losing a massive amount of money, and potentially the entire business. Squarespace has failed over and over again to get in touch with us. We need an urgent resolution as this is literally destroying our business. Website hosted by Squarespace: vendorscope.io Please contact us immediately to figure out how we can fix this, before we have to take further unnecessary action.

  Business Response

  Date: 09/03/2024

  Dear ******,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 09/03/2024 regarding a complaint submitted to the Better Business Bureau by ********. In the notification, the complainant notes that they are unsatisfied with our responses to their domain inquiries.

  We have followed up directly with this individual today 09/03/2024 to confirm their domain issues have been resolved and offer support for any additional questions. 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 had received a response.

  With the customers domain issues corrected, 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:09/03/2024

  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.

  After taking over my ****** workspace subscription from ****** domains, the company has double charged me for the month of June. I have provided proof to this company that I have been charged every month for the service going back to the beginning of this year. This includes the month of June when ****** domains charged me. The company refuses to look into it, insists that I contact ****** domains (which ****** domains doesnt even exist anyone!) and refuses to refund my money.

  Business Response

  Date: 09/04/2024

  Dear *****,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated September 3rd 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 surrounding their migrated ****** Workspace subscription.
  
  Please be advised that our records indicate the customer had an open ticket that was actively being worked through at the time of their complaint, where we clarified the differences between platforms and made an exception to our standard billing policies. 
  
  We have followed up directly with this individual today September 4th to provide further clarification on our policies and their options with their subscriptions from here. The support ticket number #******** can be referenced moving forward. 
  
  We will consider this complaint resolved once the customer confirms if they would like to keep their subscriptions with Squarespace. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** ** 
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 09/05/2024

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

• Initial Complaint

  Date:08/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Squarespace suspended my account right when I'm about to receive my first payout from my business. They did not give any explanation as to why my account was suspended and didn't return my email.I have $13,854.94 in my account that ********************** just decided to keep to themselves. No explanations. I'm taking this to local court if not resolved in a timely manner.

  Business Response

  Date: 09/03/2024

  Dear ******, 
  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 30th regarding a complaint submitted to the Better Business Bureau by ****** ***. In the notification, the complainant notes that they are unsatisfied with our policies regarding Squarespace Payments accounts.
  

  We have followed up directly with this individual today, September 3rd, to provide clarification on our policies and give guidance to this customer. The support ticket number ******** can be referenced going forward. 
  

  Once we can clarify the situation with this customer, 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: 09/18/2024

  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:

  To whom it may concern,
  
   
  
  I received a message from Squarespace stating that they have closed my account and will not release my payment until January 1, 2025. They did not provide any reason or clarification for suspending or closing my account. All I can do now is wait until 2025 to get my money back, although I'm not sure if they will actually refund me. I would like to keep this case open until they release my funds and the matter is fully resolved. Thank you for following up on this case.
  
   
  
  Thanks,
  
  ****** 

   

   

   

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

  
  Sincerely,
  
  ****** ***
  
  
  
  
   
  

  Customer Answer

  Date: 02/05/2025

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

   Hi,

   

  It has now been well beyond the scheduled release date of January 1, 2025, yet we have still not received the funds from our Squarespace Payments account. This delay is unacceptable, and we require immediate clarification on the status of the transfer. Since the 180-day hold has ended, there is no justification for further withholding these funds. We need confirmation that the transfer has been initiated, along with a detailed explanation for any delays. If the funds have not yet been released, we demand a timeline for their immediate disbursement.

   

  Thanks,

  ******

   

   

   

   

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

  
  Sincerely,
  
  ****** ***
  
  
  
  
   
  

  Business Response

  Date: 02/05/2025

  Dear BBB Complaint Services,

  
  Squarespace, Inc. ("Squarespace") is writing in response to your notification dated January 5, 2025, regarding a complaint submitted by ****** ****

  
  The complainant expressed concerns about a lack of communication regarding their payout status. We have since followed up directly with ******* *** on January 31, 2025, to provide clarification and an update, informing their payout was initiated on 1/31/2025. 

  For reference, the support ticket number is #*********

  
  Please do not hesitate to contact us if any additional information is required.

  
  Sincerely,
  ****** ** ******** ******* ****
  Squarespace, Inc.
  

  
  

• Initial Complaint

  Date:08/30/2024

  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.

  On 8/23, I discovered that my subscription to ****** Workspace had lapsed because I had an old credit card on file. I lost access to my business email which is one of the primary ways I communicate with current and prospective clients. Since that time I have attempted to renew my subscription with several different valid credit cards but each one was denied. On 8/27, I communicated with Squarespace ************* who initially told me that the problem was at my end. When I insisted my card was valid (I confirmed with my credit card company) I was informed that they would escalate my ticket. I did not hear anything for two days. They did not respond to several email requests. When I made a public post on X this AM (8/29), I was informed that they had escalated my ticket but could give no timetable for a resolution. I remain unable to communicate with current and prospective clients.

  Business Response

  Date: 08/30/2024

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

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/30/24 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 9/30/24. 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 have taken the time to escalate this incident further so that **** can continue to get support on this matter. The support ticket number with the escalated team is #******** and **** can reference ticket #******** for my correspondence. 

  Since this incident is being actively worked on and is being reviewed by the appropriate team, 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: 09/19/2024

  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.... but only after Squarespace showed no regard for my loss of time and business and actually made things worse forcing me to find another webhost. I do not want anything from them so I'm willing to consider it resolved.

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

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Squarespace has locked my domain and expired my domain. I am losing money because my clients cant reach my inquiry page because my website doesnt work due to my domain being locked. My domain is expired because of a payment issue. But I cannot add a different payment method on squarespace.com. **************** people are getting back to me every 3+ days with generic answers that arent resolving my problem. I need my website back up and I am not being helped.

  Business Response

  Date: 08/30/2024

  Dear *****,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/29/24 regarding a complaint submitted to the Better Business Bureau by ****************** In the notification, the complainant notes that they are experiencing difficulties with renewing the custom domain.
  
  It is important to note that as of 8/29/24, their domain had been renewed. 
  
  We have followed up directly with this individual today 8/30/24 to confirm that their domain has been renewed. 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.
  
  As their domain has been renewed, we consider this complaint resolved.
  
  Sincerely,
  
  ************,
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:08/29/2024

  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.

  Squarespace took over ****** workspace beginning in July. My monthly automatic payment for service is $18. I was charged $18 on both July 9th and 18th and then $35.40 in August. They do not have a customer number to call but assure you that they have 24/7 hour online support. However, when I tried to access it, I was told that they couldn't provide online chat support at that time and I would have to email. It also states on their website that emails will be responded to within 24hrs. Over a week later I heard back from them and was told this "After reviewing your information, I see that this isn't an overcharge. It relates to the period between billing during migration. The billing works as follows:The last invoice you received from ****** was for the billing period prior to the migration to Squarespace.The first line item on your current invoice is for the prorated amount between your final invoice from ****** and your first renewal through Squarespace.The second line item is the standard renewal of your subscription through Squarespace.You may see an invoice in ****** Workspace with the same date as the line item for the prorated charge on our end. This is because ****** Workspace invoices in arrears"It is clear on my banking statements that I was overcharged and I have no real way of resolving this in a timely manner. They owe me $35.40

  Business Response

  Date: 09/06/2024

  Dear *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/29/2024 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they were confused with our billing and invoicing for their recently migrated ****** Workspace subscription from ****** over to Squarespace.
  
  Please be advised that our records indicate the customer contacted ********************** prior to 8/29/2024 and we were able to clarify their concerns and confusion around the expected behavior of their recent invoicing.
  
  We have followed up directly with this individual today 9/6/2024 to provide clarification on our billing policies and also follow up on their already resolved ticket ending in ********. 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 ***** has already confirmed their confusion is cleared up via ticket ********, 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: 09/10/2024

  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.
  I was finally able to connect to another represenative that was more receptive and explained the charges. However, getting in contact with them is difficult and not as it is listed on their site. There was a major disconnect in communication on their end.
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Squarespace acquired all ****** Business accounts in 2023, therefore my email accounts are now managed by this company. They have no customer service number, and the online chat is always busy. They continue to overcharge me for my business email services although per the legal acquisition agreement they are to honor my ****** Workspace amount for up to 1 year after conversion. My emails have been suspended for a week now, preventing my company from completing transactions/deals. This has impacted my company financially, and I have opted to file civil action against Squarespace for this on-going and repetitive issue. At the very least Squarespace should provide LIVE agents to help business customers with any issues, and there should be a way to activate emails on the customer side of the login platform. I've rededately updated my payment information, and reached out via email numerous times with no response to my issues. This company is holding my emails hostage although they do not own my domains or have the right to my company names/emails.

  Business Response

  Date: 08/30/2024

  Dear *************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/28/2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that their account is currently suspended and they have been having difficulties with reaching out to us in live chat. 

  
  Please be advised that our records indicate the customer account has been suspended due to non-payment. They were past due and due to multiple payment failures their account has been suspended. I have also addressed the concerns of the account being overcharged. 

  
  We have followed up directly with this individual today 8/30/2024 to provide clarification on our policies as well as assist the customer to make a payment so they have access to their emails. 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
  ******************
  

  
  

• Initial Complaint

  Date:08/27/2024

  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.

  My domain has been forcefully transfer from ****** Domain to Squarespace. During the migration Squarespace has lost my domain (see attachment), and I wasn't able to access the domain. Compounding to that problem the domain is set to expire on 19th Sept 2024. Squarespace has not responding to any of my complaint or ticket for help. I have file a case ******** on 23rd Aug 24, and another one ******** on 27th Aug 24 as their support did not responding to the email and ******** messenger. I notice similar complaint on BBB and your team have managed to get Squarespace to resolve the issue, I need urgent help as this is impacting my livelihood. Thank you and hope to hear from you.

  Business Response

  Date: 08/30/2024

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

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/27/24 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 8/30/24 to request further clarification regarding this issue they are experiencing and attempt to help resolve this matter. 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. Because their case is being actively worked on, I would like to partner with ******* to understand what additional concerns he may have. The support ticket number #******** can be referenced going forward. 
  Once this customer is able to provide additional information regarding the matter and how we can better assist them, 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: 09/11/2024

  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

  Date:08/27/2024

  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 registered my business domain with Squarespace. I have since moved over to ***. I thought I transferred my domain over correctly, but upon my domain expiration with Squarespace, I lost the ability to send and receive email. Squarespace has zero customer support. I was able to reach someone from *** to walk me through the process, but they need access to my DNS records. I attempted to pay Squarespace to renew my domain solely to regain access to these records and they will not accept my payment. I've tried with three different cards, all of which are in correct financial standing. Squarespace has no option to speak with a human. I've sent an email over 24 hours ago with no response. I've DM'd on X with no response. I've attempted to live chat them and they claim they have too high of a request volume. There's no way to receive any support and I'm left without the ability to conduct business via email.

  Business Response

  Date: 08/28/2024

  Dear ******,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/27/24 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unsatisfied with receiving support surrounding their domain transfer through multiple channels. 

  Please be advised that our records indicate the customer received support via Live Chat on 8/26/24 where we addressed their questions and provided instructions on a potential solution, the day before their complaint. Further, we offer 24/7 365 day support via email, and various social channels. We were unable to locate additional correspondence to our team through our social media channels.

  We have followed up directly with this individual today 8/28/29 to provide clarification on our policies and platform limitations. The support ticket number #******** can be referenced going forward. 

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