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:11/10/2022

  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 cant access my account to run my business and you all have no phone support. I been emailing, and social media messaging and getting the runaround.

  Business Response

  Date: 11/11/2022

  Dear ********,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 11/10/2022 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes theyre unable to access their account, and have had no success in contacting our support staff.
  In checking our support ticket history, I was able to find 2 existing tickets that ***** had opened with our customer service team, with numbers #******* & #******* , for reference. Both tickets were created after ***** submitted an inquiry via our Account Recovery intake form. The tickets have been merged to streamline the account recovery process, and a reply has been sent to *****, requesting additional information that will ***** him access to the account in question.
  We have followed up directly with this individual today 11/11/22 to reassure ***** that his communications have been received, and the account recovery process is proceeding. For reasons of account security, they will need to complete the account recovery process via the existing tickets - that said, such interactions are marked as high priority and are addressed with urgency by our staff. The support ticket #******* can be referenced going forward in regards to my email to *****, addressing their concerns directly. Ticket #******* remains the active account recovery ticket. 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 provides the necessary information via their existing ticket, we will ***** them access to their account, and 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:11/07/2022

  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 purchased my business website from Squarespace in November of 2021 for $216 for the year. At that time I received written confirmation that on Nov 8, 2022 I would be charged that same amount by auto pay for the period from Nov 8, 2022 to Nov 8, 2023. Now Squarespace is saying that they will be charging me $252, in violation of what was a written agreement. I contacted Squarespace by email (since you cant talk to a live person) and the support person went on and on about all the advances in their technology this year, hence the need to increase prices. He simply ignores my questions about how they can violate a written agreement! My only option is to take my website down, which would be detrimental to my business. I feel like this was a bait and switch situation where Squarespace advertised one initial price and planned all along to increase my price once I was dependent upon them for the site that it took my web designer weeks to build.

  Business Response

  Date: 11/08/2022

  Dear *******************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7 November 2022 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 per our Terms of Use, we may make periodic updates to our fees. Customers are made aware of any upcoming changes via email and reserve the right to cancel or amend their subscriptions at any point in time. In this case, the customer in question was notified on 4 October 2022 and has the option to make changes to their subscription should they wish to do so, including cancelling it.   
  
  We have followed up directly with this individual today 8 November 2022 to provide clarification on our policies. The support ticket number #******* can be referenced going forward.
  If the customer amends or cancels their subscription, 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: 11/21/2022

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

  [Your Answer Here]

  The response from Squarespace does not address the fact that they stated in writing that their fee for a renewal starting Nov of 2023 would be $216. Now they have decided that they will not honor that price. The law considers this to be a contract, and a contract cannot be altered at the whim of just one party to the contract. This feels like a bait and switch situation where they agreed to one price to get me to sign up, and then increased the price at renewal time. 

   

   

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

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

• Initial Complaint

  Date:11/07/2022

  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 Jul, 26th, 2022, I purchase Squarespace ****** platform for $192.Since then, I've learned their business practices are unfair, deceptive, and borderline manipulative. In order to even ASK for a refund, they require you to cancel your subscription. The problem with that is they are very clear they do not allow refunds if you pay for a year. Their policy also forces customers to confirm that the subscription is canceled or else they won't read anything submitted. That is a dirty and unfair business practice.SO:- they don't offer refunds even if their platform doesn't integrate with anything I'm using (which I discovered only after my 14-day window allowing for refunds expired, because there are a bunch of articles out there stating these integrations still work).- they don't allow you to ask for a refund.- if you dare to ask, you must cancel your subscription first, even if you've got **** months of service left, which would be forfeit.- and even then, you likely won't get a refund.This is outrageous.Now, the WHY I want a refund.Their platform doesn't integrate with the third-party service I was using for a newsletter (the most important part of having a website). This forced me to try another service that I didn't want to. Turns out, that service, despite all the resources they suggest, hasn't been able to integrate either. In fact, it seems like all the support they offer flows toward forcing customers to sign up for their e-commerce service which distinctly shows they'll use the data of whoever joins your email list in whatever way they wish. Shady. I didn't do this, and the integration won't work any of the other ways I've tried.Furthermore, I can't get customer service for ********************** w/o paying more. I tried to get help from the third-party newsletter to figure it out (*********) and they told me tough-luck; talk to Square Space. I was even forced to upgrade with MailChimp at one point, but that didn't work either.Deceptive, manip. & unfair.

  Business Response

  Date: 11/11/2022

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

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7 November 2022 regarding a complaint submitted to the Better Business Bureau by ****************************** the notification, the complainant notes that they are unsatisfied with our refund policies.

  Please be advised that our records indicate the customer did not contact ********************** to cancel the subscription in question. Subscriptions can be cancelled at any time with the steps provided in our refund policies, publicly available. We automatically issue a full refund when customers cancel an annual Scheduling subscription within the subscriptions first 14 days. Further, we offer 24/7 365 day support.

  We have followed up directly with this individual today 11 November ********************************************************************************************************************************* this instance. The support ticket number ******* is currently open and can be referenced going forward.

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

  
  

  Customer Answer

  Date: 11/14/2022

  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 am still waiting to cancel my Squarespace account because I am needing to set up another with another service provider in order to transfer it. In order to do that, I still need access to the old accont, so it's taking longer than suspected. I believe your part is done here and I thank you for your time.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/25/2022

  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.

  I started website and purchased a domain 2020. In the midst of COVID-19 I became ill my 10 year old daughter tried to access my email and ****** locked the account. I got better 4 months later and the account was terminated. Fast foe to 2022 I am in better health and back into business so I reach out to SquareSpace and the request bank statements and ID I have the iD but no bank statements. I reach out and advise and ask what else can be used they advise nothing. They will not even release my domain I purchased and Ageed to provide any other documentation besides bank statements. I chat they refuse to assist

  Business Response

  Date: 10/25/2022

  Dear *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 10/25/22 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 reach out directly to ********************** via email and live chat support, where we provided resolutions within the scope of our policies and procedures. They have yet to respond, and we are awaiting their reply before any further action can be taken.
  
  We have followed up directly with this individual today 10/25/22 to provide clarification on our policies as well as the opportunity to make an exception to our refund policy in this instance. The support ticket number #******* can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  
  Once this customer takes the necessary action of providing adequate identification and proof of ownership, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  
  Sincerely,
  
  ************
  Customer Support Lead
  ******************
  
  Tell us why here...

• Initial Complaint

  Date:10/12/2022

  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 paid for a subscription for their web hosting services on October 1, 2022. Within 10 minutes I cancelled the subscription (on the same day October 2, 2022) because my webpage would not publish and would not show up when typing in my web address. Until now, the charge has not been refunded, and several attempts have been made to contact Squarespace but there is no way to contact them. I also have not received a confirmation of my cancellation.

  Business Response

  Date: 10/13/2022

  Dear *************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 12 October 2022 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that they did not receive a refund for a cancelled subscription.
  
  Please be advised that our records indicate the customer did not contact ********************** to request a refund. Per our refund policy, we do not issue refunds for monthly website plans. However, we can review a sites eligibility and make exceptions. 
  
  We have followed up directly with this individual today 13 October 2022 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.
  
  Should you require any additional information, please do not hesitate to contact us.
  
  
  Sincerely,
  
  ************
  Customer Support Lead
  ******************
  

• Initial Complaint

  Date:09/26/2022

  Type:Sales and Advertising 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 4-26-2022 I had paid ***** for Lizhazard website and my bank had made a mistake with a dispute that should not have happened. which square space refunded the money on 5-10-2022. I called my bank to asked what happen and why did they file that and that should have never been filed so my bank had reversal of the refund of ***** back to Square space om 6-17-2022. they have not had her website up since the payment on 6-17-2022 i sent them a copy of the bank statement that show all the dates of the reversal of the payments, and they want to play games saying that they want to know why it happened and not put her website up or refund the money back they want her to pay again. I have sent them all information of them being paid and lots of email between myself and ******************* they don't even have a phone number to speak with a live person so who know who is even email you they are just a full of **** company today is sep.24,2022 3 months

  Business Response

  Date: 09/26/2022

  Dear *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/26/22, regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they are unsatisfied with our support in reactivating their website.
  
  Please be advised that our records indicate the customer has multiple open tickets, including an escalation to our billing department to which we are awaiting a response from the customer. Specifically, we are awaiting further documentation to continue our investigation for the customer.
  
  We have followed up directly with this individual today 9/26/22, to provide context around our process, as well as to refer them to their open, escalated ticket, as this will provide the quickest resolution for the customer. The support ticket number ******* can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  
  Once this customer takes the necessary action of providing the requested documentation, we will be able to move forward with our investigation and 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: 09/28/2022

  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:09/07/2022

  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.

  In August 2022 I paid $72 + tax to renew a service with square space for one year in advance.ON Sep 2 it was brought to my attention that the services were not working.I attempted to resolve it using their help forums and it did not work.I logged a support ticket to A/ receive help getting it working or B/ refund me for tbe service I have paid for and am not receiving.I was met with being told by Squarespace that there is not resolution to fix the issue (email service no longeer working) and as i renewed more than 15 days ago they cannot refund **** find it blindly unacceptable that a company will on the one hand acknowledge i have paid them for a service for ********************************************************************************************* the fee they have charged.

  Business Response

  Date: 09/07/2022

  Dear *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 7th September 2022 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 stated their intentions to not continue a subscription service Squarespace is a reseller for and wished to receive a refund. Within two days, the customer followed up in a separate ticket to state they wish to continue using the subscription but sought a refund after discovering our cancellation policy. Unfortunately, since the customer cancelled the subscription, their account was transferred to ****** and due to our reseller agreement, we cannot reinstate this nor refund a payment per our refund policy. The customer is, however, able to continue using their subscription service through ******.
  
  We have followed up directly with this individual today 7th September 2022 to provide clarification on our policies as well as the opportunity to make an exception to our refund policy in this instance. The support ticket number #******* can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  
  Once this customer takes the necessary action of cancelling the subscription they no longer want, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  
  Sincerely,
  
  ************
  Customer Support Lead
  ******************
  

  Customer Answer

  Date: 09/08/2022

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

  [Your Answer Here]

   .1 square space stated in the attachment provided that my ****** space subscription which I paid squarespace for an annual renewal until September 2023 was transferred to ******.

  .2 When I followed square spaces steps and logged into my ****** admin account it can be clearly seen from the screenshot attached that there is no active subscription meaning I paid square space for a subscription they took $72 plus tax for one year in advance on August 19,2022 until September 2, 2023. I have been left with no subscription or active working service. However I have paid square space in good faith for that service which has not been provided. Furthermore I only requested a refund from Squarespace because the service stopped working on August 19, 2022 and despite following their support steps and reaching out to them the service has not been working since

  .3 after following their support steps and their recommendations I reached out to ****** support last night another screenshot I have attached which clearly shows and confirms from ****** that there was no active subscription and nothing was sent to them or transferred to them from square space they were referring me back to square space and now square space has emailed me this morning stating that they are now investigating my issue 

  I therefore feel that the response you received from Square space is premature and that I am still left with either no working service or no refund of my subscription and I still seek resolution

  Lastly Squarespace did email me today at 8:35 AM Pacific time September 8 stating that they were now looking into my issue and would get back to me

   

   

   

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

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

  Business Response

  Date: 09/21/2022

  Dear *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/21/2022 regarding a complaint submitted to the Better Business Bureau by *****************. In the notification, the complainant notes that they are unsatisfied with our ****** Workspace cancellation process and billing.
  
  Please be advised that our records indicate the customer canceled their ****** Workspace account via their Squarespace account in order to transfer their ****** Workspace account over to ******. We have also issued a full refund on 9/9/2022 for $77.04. They should see this full refund in the account related to the original card charged within **** business days. Next, theyll need to create a new ****** Workspace account completely on ******s end moving forward. Further, we offer 24/7 365 day support.
  
  We have followed up directly with this individual today 9/21/2022 to provide clarification on our policies as well as the opportunity to make an exception to our refund policy in this instance. The support ticket number ******* can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  Once this customer takes the necessary action of creating a new ****** Workspace account via ****** and confirms the full refund of $77.04 was received, 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: 09/22/2022

  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:09/01/2022

  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 keeps charging our credit card despite being informed that we sold the business and they shouldn't charge us anymore. They were first informed February 7, 2021, and they have continued charging us to this day.

  Business Response

  Date: 09/01/2022

  
  Dear ********,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated September 1, 2022  regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with our billing policies after being informed that they had sold the business associated with their subscriptions.
  Please be advised that our records indicate that when the customer first reached out in February 2021 as they reported, we did respond with a request for further information to verify the identity of the customer before taking cancellation action on the subscriptions. This is a policy we have in place for the security of our customers. The customer did not respond to this request for verification and did not reach out again until yesterday, August 31st. At that time the customer did respond with the information needed for verification and the subscriptions were canceled and a refund for the most recent renewal was issued. Per our terms of service Squarespace subscriptions are set to automatically renew annually or monthly to avoid any interruption of service. At the time the business was sold, the payment method on file for the subscriptions was not changed and the subscriptions were not taken off auto-pay or canceled. 
  We have followed up directly with this individual today September 1, 2022 to provide clarification on our policies. The support ticket number ******* can be referenced going forward. It is important to note the customer had an active case with a resolution response from our support team 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:08/25/2022

  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 signed up for a web site through squarespace. I decided to go through somebody else. I have been trying to cancel for months. They refuse to cancel it for you and make you do it on the website but it's so hard to do on the website it's nearly impossible. So I keep getting charges after clearly emailing and asking them to stop multiple times.

  Business Response

  Date: 08/25/2022

  Dear *****************************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/25/2022 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 until 8/24/2022. Using a number of different criteria to search our system, I was unable to find previous interactions with our support staff where they requested site cancellation. For this reason, its possible that an error in communication is to blame for their situation.
  We have followed up directly with this individual today 8/25/2022 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 shortly after the customer submitted this complaint, it appears a support agent was able to help cancel their site, and issue a partial refund.
  In my reply to the customer, I have asked them to confirm the address of their website, as the email address listed in their BBB complaint does not match that which is associated with what I assume is their Squarespace account. Once they have confirmed the address, I will proceed with issuing an additional refund totalling 3 months of website subscription fees.
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******* *.
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:08/22/2022

  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.

  Square space did not have an option to freeze payment or let me pay late. They took my yearly payment for my website of $144.00 i had to call the fraud sept and file a dispute becuse I had no money and that payment t was not authorized. I filed that claim. I called square space and they said I can cancel the dispute and still get my website back up. Meaning cancel it and they money will go back to square space. I called Wellsfargo fraud department. I have claim number if needed. I then get an email telling me for my site to go up I need to pay $144.00 I emailed back and told them no I already canceled the dispute and $144 was returned back to square space. I get an email again telling me it didnt. I called ********** fraud **** and they said yes the money was returned back to square space. I emailed square space again upset that they are lying to me and trying to get me to pay another full $144.00 when its clear based on the Wellsfargo fraud **** and both proof of my screen shots showing the dispute canceled and reversed back to them. Now they are stealing from me and have my website down. Ive been emailing them back and fourth for over a week now. I now need to report this because they are not putting my website up and I paid them the full $144

  Business Response

  Date: 08/22/2022

  Dear ******,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/22/22 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that we have received a recent renewal payment from them but still refuse to activate their subscription.
  
  Please be advised that our team does have an ongoing case open with the complainant and have already provided some clarification of events and steps for a resolution. The site was taken offline after a renewal charge was disputed with their bank and resolved in their favor. They worked with their bank to cancel the dispute, but the site was already taken offline and the payment refunded. Their bank informs us that they are returning the funds to Squarespace, but that has yet to be reflected on our end,
  
  To assist the complainant, our team has already provided a total balance of $192 to their account $48 greater than the previous amount paid and refunded of $144. This balance will automatically apply to their next payment, allowing them to upgrade their site back to paid service at no cost to them. Due to the way our system is configured, we need those steps to be taken before the site can go back online and are currently awaiting the complainants action and response. This balance and our teams last response were both provided before we received this complaint from the Better Business Bureau.
  
  We have followed up directly with this individual today, 8/22/22, to provide additional clarification about what happened and the steps that have already been taken in their open ticket. While we did follow ** in a new ticket to address this complaint, their ongoing case with the support ticket number ******* can be referenced going forward.
  
  Once this customer takes the necessary action of utilizing the provided balance to upgrade their site, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  **************
  Customer Support Lead
  ******************