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:07/10/2025

  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.

  On July 8, 2025, my Squarespace account was unexpectedly locked after I lost access to the Gmail address associated with it. As a paying customer using ********************** to run my business, I immediately contacted their support team to regain access. I clarified that this was not due to suspicious activity, but simply because I could no longer log in via my original email.Despite explaining the situation clearly, Squarespace repeatedly requested the same verification steps. I fully cooperated and submitted:A bank statement showing recent payments to Squarespace A copy of my valid passport SMS verification codes Emails sent from my own domain (linked to the locked Squarespace website)Screenshots demonstrating prior access A complete timeline of the issue and explanation Even after providing everything requested multiple times my account remained inaccessible. No clear reason was given. I was never offered a recovery path, transfer option, or escalation process. Instead, I was left without access to my website, content, or client files. This lockout directly harmed my operations, blocked access to paid features, and caused financial ******* this point, I am requesting BBBs assistance to mediate this case. I have done everything in my power to resolve the matter privately and professionally. Squarespaces handling of this case reflects a failure to deliver essential support and violates the trust placed in them by their paying customers.I am requesting either a full account reinstatement or a complete refund, including an explanation of the reason behind the lockout and their refusal to resolve it despite receiving full documentation.

  Business Response

  Date: 07/10/2025

  Dear BBB Complaint Services, 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7/10/2025  regarding a complaint submitted to the Better Business Bureau by ****** **********. In the notification, the complainant notes that they do not have access to their domain *************.

  Weve reviewed this request and our going to work with the customer to help regain access.

  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

  Date:07/05/2025

  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.

  Ive become so grateful for organizations like The BBB that can actually mediate disagreements between businesses. As a co-owner of a small business for over ten or fifteen years, Im usually one of those people that likes to think he can work through any problems without assistance. Not this time. I need your help.I have a website business, ***** ** ** where we make and sell mens underwear by hand. ********************* For years we have been hosted by Big Commerce until recently their rates just got too high and I started shopping around. I signed up with Squarespace, located on **************. We were off to a decent start about January of this year. Its important for you to know that we are a made-to-order business. We construct our garments only after the order is placed. This means that some customers get very impatient waiting for their items because they think we can whip up items overnight or they may mistakenly think orders ship out right away. As a business, we try to educate customers on the process, but occasionally, we will get a chargeback, for an item not received. Rarely, if ever, has a customer been unhappy with the merchandise. If this should happen, the overwhelming majority of these cases will resolve with tracking info.We were notified by squarespace of a chargeback in February. Apparently the ************** took their funds back, which we understand as part of doing business and we understand the process very well. Unfortunately the full funds were not available in that account but ********************** held the funds anyways which is understandable and our account was put into a negative balance, This case had not even gone in front of a judge when I received an email that our payment account is suspended and customers will no longer be able to pay for our items through squarespace. If we are in a negative balance and the only funds going into an account are sales, then cutting off the sales means the balance will never resolve it

  Business Response

  Date: 07/08/2025

  Hi ******,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated July 5th, 2025 regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant notes that they are unsatisfied with how their payments account has been dealt with.
  

  We've reached out to the customer to get a different bank account connected on multiple occasions, but have not received a response. I've reached out to them again today, July 8th, on ticket #********. Here I've given them a full explanation of the financial details involved here, so I can help them.

  We will consider this matter closed once the customer reaches back out to us.

  All the best,

  *** *.

  Squarespace Inc.

• Initial Complaint

  Date:06/18/2025

  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.

  THIS ENTIRE LETTER IS ATTACHED AS A WORD DOCUMENT- Please read all of it Dear BBB Representative,Ive become so grateful for organizations like The BBB that can actually mediate disagreements between businesses. As a co-owner of a small business for over ten or fifteen years, Im usually one of those people that likes to think he can work through any problems without assistance. Not this time. I need your help.I have a website business, ***** ** ** where we make and sell mens underwear by hand. ********************* For years we have been hosted by Big Commerce until recently their rates just got too high and I started shopping around. I signed up with Squarespace, located on **************. We were off to a decent start about January of this year. Its important for you to know that we are a made-to-order business. We construct our garments only after the order is placed. This means that some customers get very impatient waiting for their items because they think we can whip up items overnight or they may mistakenly think orders ship out right away. As a business, we try to educate customers on the process, but occasionally, we will get a chargeback, for an item not received. Rarely, if ever, has a customer been unhappy with the merchandise. If this should happen, the overwhelming majority of these cases will resolve with tracking info.We were notified by squarespace of a chargeback in February. Apparently the ************** took their funds back, which we understand as part of doing business and we understand the process very well. Unfortunately the full funds were not available in that account but ********************** held the funds anyways which is understandable and our account was put into a negative balance, ...Continue in attached document...

  Business Response

  Date: 07/10/2025

  Dear ****,
  Squarespace, Inc. (Squarespace) writes in response to your notification  regarding a complaint submitted to the Better Business Bureau by ****** ******. In the notification, the complainant notes that they have had issues with their Squarespace Payments account
  We have followed up directly with this individual 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 that there was an already existing ticket open at the time of the customers complaint.
  Once this customer responds to me with the information required to confirm their account, we will consider this matter closed.
  
  Sincerely,
  *** *.
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:06/16/2025

  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 reached out to Squarespace regarding a potential website on April 9th and received a reply from ***** *. He passed me off to various managers and engineers who tried to create a web site that I could be happy with. It has been 3 months now, and the site they presented never really did have the look or convenience I was going for, BUT my main concern the whole time was that I was not getting to interact with (or update) the website from my end. They just kept saying I have to be happy with the site before I could take control of the site, or at least that's how I understood it. So, I finally asked for a refund of my $599 since that was how they advertised it. Managers cannot be reached, and we are at a stalemate. They are only willing to accept my approval to continue and not a refund.

  Business Response

  Date: 06/17/2025

  Dear ******* 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/16/2025 regarding a complaint submitted to the Better Business Bureau by *** *******. In the notification, the complainant claims they have worked with Squarespace to design a website. The complainant is not satisfied with the services that they have received and they have requested a refund. 
  
  Its important to make clear that Squarespace is a do-it-yourself platform that aims to empower its users to manage their own content. Our support team does not design websites on behalf of our customers. At the time of this complaint, we have no history of communication from the complainant on the email address provided. 
  
  After reviewing the invoice attached to this complaint, it appears the complainant has engaged the services of a company called, *****************, to design their site. 
  
  As this complaint is not with Squarespace, it is recommended that this complaint is redirected to ***************** to be resolved. 
  
  Should you require any additional information, please do not hesitate to contact us.

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

  
  

  Customer Answer

  Date: 06/17/2025

  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. My apologies for not addressing the correct company.
  
  Sincerely,
  
  *** *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Squarespace website and I cancelled the renewal and received an email saying I would NOT be billed. However they rebillled me anyway. I am disputing it with my credit card, but they (Squarespace) are fighting it. There is no customer service phone support, only email.

  Business Response

  Date: 06/16/2025

  Hello,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/11/25 regarding a complaint submitted to the Better Business Bureau by ****** *******-******. In the notification, the complainant states they were incorrectly charged for an expired subscription. There were two subscriptions on the account in question: one for her website and one for her domain. The domain subscription had auto-renew turned off but the website subscription remained active, which explains why the customer was charged. All ********************** subscriptions are independent of each other, so each one needs to be cancelled separately. 
  We have followed up directly with this individual on 6/11/25 to confirm the policy and explain the charge. As the customer initiated a dispute with her bank, we are unable to offer any refunds on our end while the dispute is still active. We also offered a refund of all 2025 ****** Workspace payments as a one-time exception to our policies. 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:06/02/2025

  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.

  Originally, I had all my domains with ******. ****** sold their domain business to Squarespace one year ago. According to Squarespace, I should be able to login to their site to manage those domains with my ****** email. All my domains are connected to my ****** email. However, I have never been able to successfully log onto squarespace using my ****** credentials to manage my domains and move them somewhere else. Squarespace asks for a squarespace passkey every time I try to login. However, in order to create a squarespace passkey, I would first have to log in to squarespace. So, it is like catch 22. I cannot log in without the squarespace passkey. However, I cannot create a passkey without logging in. I chatted with customer service on their site and asked to speak to an actual person, a real human being, to explain my issue. I was told that they do not talk to anyone on the phone. Everything has to be done over email. Over the email, a person on squarespace asked me to send a picture of my drivers license if I wanted to log in. I thought this was very unusual and very invasive and I did not want to give private information like my drivers license. I believe ********************** is collecting personal information and holding the domains of people like myself hostage until I share my private information. There are many ways to legitimately verify a person's identity. They could use ***** which is federally approved to verify identity. They can use my email. They can use my phone number. All that information was transferred to them by ****** when they transferred all the domains. There is a mailing address for my domains and they can write to me at the mailing address to verify my identity. There are many options for them. Instead of doing any of that, they want my drivers license. They have made it impossible for me to login to manage my domains and transfer them to another host. I feel they are using an excuse to collect very personal information from the customers.

  Customer Answer

  Date: 06/06/2025

  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:06/01/2025

  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.

  1. ************** website and functionality is NON-FUNCTIONAL 2. The non-functionality continued for Several Weeks.3. The company FAILED to fix the issue (still today). They continue to ignore us.4. We want a FULL Refund of ALL of our Domains.5. We will be taking our Domains to a better Registrar.

  Business Response

  Date: 06/06/2025

  Dear ******, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/1/2025 regarding a complaint submitted to the Better Business Bureau by ****** *****. In the notification, the complainant notes that they are experiencing functionality issues regarding their domain management. 

  
  It is important to note the customer had two active cases with our Specialist team that were being worked through at the time of their complaint.

  
  We have followed up directly with this individual on 6/2/2025 to acknowledge their message to the Better Business Bureau and ensure their case is being handled appropriately. The support ticket number ******** can be referenced going forward. 

  
  Our support team has been able to support the customer to successfully complete their desired actions regarding domain transfer. 
  There is one action outstanding. Once the customer has confirmed all actions have been successfully completed, we will consider this case resolved. 

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

  
  

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Squarespace has held my funds from my business now for 23 days. They state that the first payout would be received by ***** days after connecting my bank account. On day 19 they asked for a bank statement, which I uploaded. They said 1-2 days after that, payout would happen. As of today, 23 days have passed with no resolution, support cannot help, they have no idea why my nearly $30k has not been sent. I'm at my wits end with this company unlawfully holding MY money and collecting interest on it. I demand them to payout my funds or explain the delay.

  Business Response

  Date: 05/23/2025

  Dear BBB Complaint Services, 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/23/2025  regarding a complaint submitted to the Better Business Bureau by **** ****** In the notification, the complainant notes that they did not receive their payout of $29,266.82.

  Weve reviewed this request and our team can confirm that this will be paid out on 5/25/2025.

  We have followed up directly with this individual today to provide a resolution.

  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 receives the funds, we will consider this matter closed. 
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ***** *.
  ******** ******* ****
  ******************

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the domain *********** from Squarespace for a full year on April 23, 2025.On May 20, 2025, Squarespace issued an unauthorized refund and revoked my access to the domain without my consent or any request from me.They removed the domain from my account dashboard and blocked transfer by enabling clientTransferProhibited.WHOIS records confirm the domain is still registered through them and active until April 2026.Despite providing identification, receipts, and multiple support requests, Squarespace has not restored my access or provided any valid justification.This has caused significant business damage, communication disruption, and financial harm.I am seeking either full access restoration or immediate domain release (EPP/transfer code).I have already filed a formal complaint with ***** and am now escalating this matter publicly.

  Business Response

  Date: 05/23/2025

  Dear BBB Complaint Services, 
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 5/23/2025 regarding a complaint submitted to the Better Business Bureau by *** ******. In the notification, the complaint notes that their domain *********** was revoked from their account.

  
  They have an open ticket being reviewed by our Trust & Safety team and will be addressed as soon as possible.

  
  We have followed up directly with this individual today 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.
  

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

  Customer Answer

  Date: 05/29/2025

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

  I am writing to express my strongest complaint against Squarespace, a company that has not only failed to provide basic customer service but has also directly caused material damage to my business by unjustifiably revoking access to a domain I legally owned and paid for (***********), without my request or consent.
  
  I purchased the domain for a full year and owned every right to it. Yet, without prior notice or explanation, Squarespace issued a refund (which I did not request) and stripped me of access to the domain that was vital to my business operations.
  
  This is not just poor service this is theft. I have lost time, credibility, and potential business due to their actions.
  
  When I tried to get support, I was met with dismissive, automated responses and passed from one team to another with no resolution in sight. This is systemic negligence. Their Trust & Safety team has failed to follow up, and their supervisors offer vague apologies without action.
  
  It is unacceptable that a ****************** can arbitrarily seize property from a paying customer and get away with it.
  
  I urge the BBB to take serious action and investigate Squarespaces policies and practices. They are damaging small businesses and eroding trust in American digital services globally.
  
  I request an immediate restoration of my domain or compensation for the damage theyve caused to my business.  

  Sincerely,
  *** ******
  

  Business Response

  Date: 06/04/2025

  Dear BBB Complaint Services, 

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 6/3/2025 regarding a complaint submitted to the Better Business Bureau by *** ****** In the notification, the complaint notes that their domain *********** was revoked from their account.

  
  The ticket has been resolved by our Product Support team who has reinstated their domain on May 29th and *** ****** should have access to this.

  
  We have followed up with the customer today to update them on their case. The support ticket number #******** can be referenced going forward as this is where we resolved it. We also personally reached out to them through ticket #******** to let them know that this is resolved.

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

  
  

• Initial Complaint

  Date:05/19/2025

  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 am filing a complaint regarding multiple unauthorized domain renewal charges processed by Squarespace following their acquisition of ****** Domains. Despite my efforts to manage my domains through the dashboard, I was not given clear or visible notice that auto-renew was enabled. No obvious option was provided to disable this feature. As a result, I was charged for multiple domain renewals throughout 2025 without my informed consent. I have attached screenshots proving that the renewal status was not properly displayed on my dashboard.The business has not adequately resolved the issue. Although I received a provisional credit for one month, this does not address the full extent of the unauthorized charges. I am requesting a full refund for all domain purchases made in ********* are the relevant transactions: (in Colombian pesos)Jan 7, 2025 *** ********* #********* Jan 22, 2025 *** ********* #********* Feb 22, 2025 *** ********* #********* Mar 22, 2025 *** ********* #********* Apr 22, 2025 *** ********* #********* May 19, 2025 *** **** (provisional credit) #********* The nature of this dispute is unauthorized auto-renewals due to inadequate disclosure and lack of user control following the platform transition. I am prepared to escalate this issue further if necessary.

  Business Response

  Date: 06/03/2025

  Dear ******,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated May 20th 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 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 June 3rd to provide clarification on our policies. I can confirm that we have made an exception to our refund policy and refunds for 2025 had already been issued. and to confirm that the refunds were already issued. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  *** *
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 06/04/2025

  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,
  
  ***** *****