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:08/16/2022

  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.

  About a month ago, Squarespace launched a major update to their site building software, which they are calling "Fluid Engine". They forced the update, meaning all new pages/sections you add to your site default to Fluid Engine with no option to continue using the Classic Editor (except on certain pages, like Blogs). It is generally a great update except for one MAJOR ISSUE: it is not compatible with touch screen laptops.I have a touch screen laptop and spent a week trying to figure out WHY I could not build or edit anything using Fluid Engine. I went through multiple service chats before my ticket was finally escalated to ****************, a Senior Product Specialist, who basically told me that Fluid Engine does not work with touch screen devices, there is no timeline on a fix, and I should just go out and get another laptop without a touchscreen.I was stunned at this response. I asked for compensation which was refused, I asked for a timeline on the fix which was denied. When I pointed out how unacceptable it was for Squarespace to STOP providing me the service I'm paying for without acknowledging it in ANY meaningful way, I was basically told "too bad, so sad." I expressed my disappointment in this customer service and requested to be passed on to another representative, and that request was ALSO denied.Squarespace forced an update which has badly impeded my site building process. I'm trying to get a business off the ground, I'm under significant financial pressure to do so, and this issue has derailed my launch date. I've lost many days of progress due to this issue, my future progress is indefinitely stalled, and I'm told there's no solution in sight.Squarespace has created a major problem here and they don't feel any responsibility towards their customers. I am incredibly angry and upset by this and wondering if there's anyway the BBB can help.Sincerely,******

  Business Response

  Date: 08/16/2022

  Dear *****************************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated  8/16/2022 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they were experiencing an issue with our Fluid Engine editor with no option to continue using the Classic Editor.
  Please be advised that the issue the customer reported has been resolved by our engineers and there is a built-in way to create new sections using the Classic Editor.
  We have followed up directly with this individual today 8/16/2022 to provide clarification on the issue resolution and how to use the Classic Editor as well as a month credit applied to the customers site. The support ticket number ******* can be referenced going forward. 
  Unless the customer reports that they are still experiencing an issue with the editor, 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:08/12/2022

  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'm a graphic/web designer and I use Squarespace for myself and my clients. I've been a circle member since before the Squarespace affiliate program was launched. I signed up for the affiliate program when it first launched and have not received a single payment for referrals since. I've purposefully brought clients over to the Squarespace platform to provide them with a discount on my services, knowing I would recoup them with the affiliate program. However, this has not been the case and I've lost out on money. I've had clients purchase subscriptions, domains, and services from Squarespace over the years and I want to be compensated as I should've been from the start.

  Business Response

  Date: 08/12/2022

  Dear *************************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/12/2022 regarding a complaint submitted to the Better Business Bureau by ****************. In the notification, the complainant notes that they are unsatisfied with our Circle Referral Program and policies.
  
  We have followed up directly with this individual today 8/12/2022 to provide clarification on our policies and details about the Circle Referral Program and qualifications that need to be met. Additionally, we're connecting the customer with the team specialized in that area for additional support. 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.
  
  Now that this ticket is in the proper hands of our specialized Circle support 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: 08/16/2022

  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]

  They are claiming that I need to meet a 5 website sign-up requirement, which I do, and then I will be paid for every referral after the 6th sign-up. Nowhere on the affiliate program page, sign-up page, nor general terms on the sign-up mentions anything about this minimum, or any minimum for that matter, which now brings up an issue of False Advertisement. This was also not the case when the affiliate program was first introduced by Squarespace, during which time I joined the affiliate program and they even were allowing past sign-*** to be counted as referrals within a certain calendar timeframe. To my knowledge there was no  5 website minimum when I joined, otherwise why would I be choosing to give my clients discounts on designing their websites within Squarespace and losing money? 

   

   

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

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

  Business Response

  Date: 08/17/2022

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

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/16/2022 regarding a complaint submitted to the Better Business Bureau by ****************. In the notification, the complainant notes that they are unsatisfied with Squarespace Circle referral payments and program.

  
  Please be advised that our records indicate the customer did not qualify for our Circle referral payment benefit.

  
  We have followed up directly with this individual today 8/17/2022 to provide clarification on our policies as well as taking the opportunity to gather more information from the customers side. 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 any extra information that could help in the investigation if needed, 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...