ComplaintsforSquarespace, Inc.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my subscription within their refund period, and after the advised 10 business days, no refund has been issued for the yearly service. I have sent a form out to Squarespace and have not received a response in the past 48 hours, and ask that I have someone reach out to me to get my refund sent to me as I am not using the service.

  Business response

  12/14/2021

  Dear *************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated December 14, 2021 regarding a complaint submitted to the Better Business Bureau by *************************. In the notification, the complainant notes that they are unsatisfied with our billing and refund policies.
  
  Please be advised that our records indicate the customer did not contact ********************** to cancel the subscription in question until after the subscription had already been renewed. 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, December 14, 2021, 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 submitted the same day as their complaint. Our support team responded promptly to their inquiry and issued a refund as a courtesy and exception to our policies once we received their request to Customer Support. 
  
  While we will now consider this complaint resolved, should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ************** 
  Customer Support Lead
  ******************
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  squarespace were informed that i was unable to edit my business website infinite balanced health, they have credited me $35 for monthly payments and told and a tech was due to fix my website this week no reply. ***. R has said this, incident was from email 24th November 2021, i am unable to edit website and followed all instruction protocols to fix unable to fix. i am unable to edit my business website actually complaint has been dated 20.11.,21. see screenshots.

  Business response

  12/02/2021

  Dear *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated December 2, 2021 regarding a complaint submitted to the Better Business Bureau by *********************************. In the notification, the complainant notes that they have been experiencing issues editing their site. 
  
  Please be advised that our records indicate that the customer already has an active case with us that has been escalated to our Product Support team for further investigation and troubleshooting. We have since identified this as a known issue and it has been assigned to our engineering team for review. Our engineers are actively working on a fix, and at this time, our team and the customer are waiting for the fix to update.
  
  We have followed up directly with this individual today, December 2, ***** to provide an update on the current status of this issue, and encourage them to reference and follow ** in case #******* should they have any additional questions. 
  
  While we will now consider this complaint resolved, should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ************** 
  Customer Support Lead
  ******************
  
  

  Customer response

  12/02/2021

  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

  11/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 22nd 2021. I upgraded to a plan with there online website. I contacted support about an issue with my check out and received no reply. I've also had several other issues with this service and no longer wish to do business with Squarespace.I've tried to resolve the issue by using there help forms online for a refund but the forms don't work and they have no customer support phone number, I want a full refund in the sum of $57.24. If I don't receive a refund. I will be filing a complaint with the attorney general of NY next.

  Business response

  11/24/2021

  Dear ******,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated November 24th, 2021 regarding a complaint submitted to the Better Business Bureau by *********************************. In the notification, the complainant notes that they are unsatisfied with our platform and requested a refund for their cancelled subscription.
  
  We have followed up directly with this individual today, 11/24/21, to issue a refund for their cancelled subscription. The support ticket number ******* can be referenced going forward. It is important to note the customer had opened a case with our support team shortly before submitting their complaint, but not enough time had been provided for our team to receive the message, investigate and reply to the customer.
  
  With the refund issued, we do consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  

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

  
  

  Customer response

  11/24/2021

  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

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was looking for options to begin a website Squarspace offers free domains and templates "no cost" then after they gathered all of my info, told me I would have 100% 24/7 one on one "on telephone with a human being, support" i could not & still cannot fond any telephone number for customer service to cancel the website.. Even the web developer's could not find a number for me, As I have exhausted all of my options trying to cancel the website, that cannot work because of the lack of support, NOW I AM BEING CHARGED for a website that isn't working! ALSO the "free" squarepay device they gave me to take mobile payments worked for two payments, then did not record the next 3 payments! I NEED HELP PLEASE TO CONTACT THIS BUSINESS AND BE REFUNDED THE $OWED TO ME & TO FINALLY HONOR MY CANCELATION REQUEST Please let me know Thank you ****** *****

  Business response

  11/23/2021

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/15/2021 regarding a complaint submitted to the Better Business Bureau by ****** *****. In the notification, the complainant notes that they have had issues contacting Squarespace as well as issues with their payment processor.

  
  There seems to be some confusion between Squarespace and Square, and what each company manages. The customer does have a Website and Domain through Squarespace, but their request for a refund seem to be related to issues with Square.

  
  We have followed up directly with this individual today 11/23 to provide clarification on how to cancel their website and domain as requested. Additionally, we provided them clarification on the difference between Squarespace and Square, and how they can contact Square to resolve the issues on their end. The support ticket number ******* can be referenced going forward. 
  We will continue to work with the customer and provide any support they need in relation to their website or domain. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ****************
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was excited to build a website with Squarespace in October 2020 and I decided to buy a year long subscription so that I wouldn't be charged on a renewal plan. I also was in school at the time, so I received a discounted price of $114.59 which was a reasonable offer. I know for a fact that I didn't approve any sort of auto renew. I surely didn't authorize for them to charge me again a year later. It wasn't just one charge but two charges, one for $234.79 and another for $21.74. Honestly this is fraud. I checked online to see how I could be refunded for the charges that I didn't approve and conveniently they don't allow refunds for auto renewals. It is sad that a business that I thought was reputable would do something so sketchy. Also, where is the student discount? I would find another place to build your website because this kind of practice is crooked. They should never have charged my account for DOUBLE MY INITAL PRICE and there should be clear renewal and non renewal tabs with a price of the next charge. All I can keep saying is that I DID NOT AUTHORIZE this transaction.

  Business response

  11/01/2021

  Dear ******,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated November 1, 2021 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they would like to receive a refund for a recent subscription renewal. 
  
  After further investigation in our system, ******* does not have any active Squarespace sites associated with the email address provided. Additionally, we have not received any previous correspondence from that email address regarding this request. Please note we are unable to locate a Squarespace account without a site URL or associated email address.
  
  In instances like these, we strongly recommend that customers contact our Customer Support team directly as a first step. Our team is available via email support 24/7, and we offer live chat support Monday - Friday between the hours of 4am and 8pm Eastern. A new request can be sent at any time from the following link:
  
  *****************************************************
  That said, we have followed up directly with ******* today November 1, 2021 to request additional charge details so we can investigate this request further. The support ticket number #******* can be referenced going forward. 
  
  Once we have the additional details required to locate the site in question, we can help assist with the necessary action of cancellation of any subscriptions they no longer want and can issue any eligible refunds. We will then consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ************** 
  Customer Support Lead
  ******************
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I payed Square Space $144.00 on August 4th,2021 to set up a website.The paid amount is for the entire year. My website works but not my dash board. The website is not useful if I can not sign into my dash board. I asked for a full refund. They are telling me to give them a Goverment photo ID or a bank statement with my name on it in order to cancel. I do not feel comfortable doing this. I did send them a receipt showing my proof of purchase . For two months I have not been able to sign into my account dashboard. I have been going back and forth with Square Space for almost 2 months now. I am unable to contact anyone on the phone. No one will help me trouble shoot to fix the problem.

  Business response

  11/01/2021

  Dear ******* ********

  
  Squarespace, Inc. (“Squarespace”) writes in response to your notification dated 10/13/2021 regarding a complaint submitted to the Better Business Bureau by ******** *******. In the notification, the complainant notes that they have been unable to access their website and would like a refund, however, they are unhappy with the verification policies necessary to get help them access or cancel their website.

  
  Please be advised that our team worked with the customer to help them understand why we request the verification documentation that we do. They also tried to help the customer understand that they were logging into an expired account instead of their active website, and this was causing the confusion.
  We have followed up directly with this individual today 10/18/2021 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.
  We have cancelled the customers account and issued a full refund. This complaint has been resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ****** **
  Customer Support Lead
  Squarespace, Inc.
  

  
  

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my website and domain but the website canceled and they went ahead and renewed the domain. When I first got notified about it renewing, I canceled both. I dont even use the domain or website at all. You can only contact by chat or email. I want my $20 refunded

  Business response

  10/12/2021

  Dear *******,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 10/12/21 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with the recent renewal of a subscription they believed to have cancelled.
  
  Please be advised that our records indicate the customer did not contact ********************** about this renewal. We offer 24/7 365 day support, and steps to cancel a subscription are publicly available.
  
  We have followed up directly with this individual today, 10/12/21, to request the necessary information to investigate this further on our end, as the customer's account could not be located with the information currently provided. The support ticket number ******* can be referenced going forward. 
  
  Once this customer provides us with the required information, we can explore the available refund options and consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  
  Sincerely,
  
  **************
  Customer Support Lead
  ******************
  

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been paying for their website and domain service for over 2 years and the service has been average at best. The service I'm paying for does not work and tech support ignores the issues I've reported. I'd like the company to call me and explain the issue instead of continuing to treat me like a slave.

  Business response

  09/23/2021

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

  
  Squarespace, Inc. (“Squarespace”) writes in response to your notification dated 9/17/2021 regarding a complaint submitted to the Better Business Bureau by ******* *********. In the notification, the complainant notes that their issue has been ignored by customer service.

  
  Please be advised that our records indicate the customer did not contact Squarespace Customer Support. 

  
  We have followed up directly with this individual today 9/23/2021 to provide an open channel of communication to learn about the issue they are experiencing. The support ticket number ******* can be referenced going forward. 
  Once this customer replies to our message, we will be able to investigate their issue. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ****** *
  Customer Support Lead
  Squarespace, Inc.
  

  
  

*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. ↩