Looker Office Furniture

Revdex.com:At this time, I have not been contacted by Squarespace, Inc. regarding complaint ID ***.Sincerely,*** ***

Dear *** ***,Squarespace, Inc(“Squarespace”) writes in response to your notification dated February **, 2017, regarding a complaint submitted to the Revdex.com by *** ***In the notification, the complainant expresses dissatisfaction with her experience cancelling her site
Squarespace’s instructions regarding site cancellation are clear and transparent, and you can find a helpful guide detailing the process on the following page ***As noted in our support team’s message to *** *** on February **, 2017, her subscriptions have been successfully cancelled.While we consider this complaint resolved, should you require any additional information, please do not hesitate to contact us.Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc

Revdex.com:
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:
[In spirit of keeping this a circular conversation, I am rejecting the company’s response per the following: We are the account ownerWe do not have access to the original email address used to create the accountWe are asking Squarespace (for the 10th time) to please offer some additional form of verifying account ownershipI am literally astounded at the density of this companyPlease correct your records, Squarespace, as this is not a request to access *** We are trying to access the FUSION SQUARED account, which is listed as the owner of the aforementioned website.Please note (for the 10th time) our company used to be called Graphic Fusion Design and provided employee email addresses ending in ***Since I, *** ***, did not work for Graphic Fusion Design, it is obvious that I am not the account owner, but thank you Squarespace for providing that useless bit of informationThe Google for Business Apps Domain, Graphic Fusion, only has one email address left, ***So, again, if Squarespace were ever so graciously going to send a courtesy email to someone other than Nathan, it will not be receivedSquarespace, please provide account verification options for the Fusion Squared account that we are locked out ofThis is not a dispute between parties and if Squarespace could reach out and provide some information, we can surely resolve this issuePlease have someone call me, ###-###-####.Thank you]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
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:
Squarespace did not provide me with invoices during this time to indicate that I was being charged If they look in their records, they will see that my company was not using the service - in fact, after the trials, we never logging into the account once I don't know what more proof they need that they was not a service we were using and we were not aware that we were being charged for it It is customary for businesses to notify people when they charge them for something through a invoice or payment reminderHad I received one, I would have detected that I was being charged sooner and cancelled the accountI believe that this is an intentional tactic making customers aware that they are being charged would decrease their subscription revenue I am ok with them refunding (the extra $was a bank fee related to their charges) but it looks like Squarespace is not interested in resolving this I think that says a lot about the company and how they treat peopleI would caution other consumers to take these things into consideration in the event that they every have an issue with Squarespace that they need resolved$is quite literally nothing to them and they would rather spend that money on staff time to deal with this issue rather than fairly resolving it That is a business philosophy that speaks volumes about their customer service ethics
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***,Squarespace, Inc(“Squarespace”) writes in response to your notification dated January **, regarding a follcomplaint submitted to the Revdex.com by *** *** (“*** ***”)In the notification, *** *** explains that she is not satisfied with our response to her initial complaint (ID# ***) and again asserts that keeping a backup of her content is the responsibility of Squarespace.While we sympathize with *** ***’s situation, we again emphasize that we do not have any evidence that her account was compromised from a Squarespace security perspectiveAdditionally, as previously mentioned, Section of our Terms of Service (***) states, “You are responsible for any Content that may be lost or unrecoverable through your use of the ServicesYou are encouraged to archive your Content regularly and frequently”. To reiterate our previous response, when a page, blog post, or product, is deleted on Squarespace it is sent to a recycling binItems in the recycling bin are automatically removed after days, however, they can also be permanently deleted manually by opening the recycling bin and clicking Empty TrashIn *** ***’s case, on December **, 2015, it appears that a third party logged into her account, deleted content, and then went on to click “Empty Trash”As a result, the content was permanently deleted.In closing, while we are very sorry to hear about the experience *** *** had on our platform, we cannot provide her with a backup of the content in question. Please let us know if you have any additional questionsOtherwise, we consider this matter closed. Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc

Squarespace, Inc(“Squarespace”) writes in response to your notification dated January **, 2016, regarding a complaint submitted to the Revdex.com by *** *** (“*** ***”)In the notification, the complainant claims that a Squarespace subscription charged to her credit card in the
amount of $was unauthorizedIn response, and for the reasons set forth below, we have issued a full refund for this purchaseOn January **, 2016, *** *** contacted our customer support team inquiring about a $charge from Squarespace issued to her card on June **, A few hours later, a Squarespace support agent responded to *** ***, and in order to locate the charge in question, requested *** *** provide the cardholder name, the last four digits on the card, and the type of card usedOn January **, *** *** responded with this informationLater that day, a support agent responded to *** *** explaining that the charge was for the website *** ***), and asked if she was familiar with this accountOn January **, *** *** responded to our agentHowever, she did not confirm whether she was familiar with the site, *** Instead, *** *** provided the telephone number of her bank in Waterloo, Iowa, and informed our agent to call there with any questionsAs a general note, Squarespace does not offer assistance by phoneSince the issues that we troubleshoot are online, detailed screenshots and videos are fundamental for clarifying how we can help our usersBecause of this, we focus on email and live chat support, and our agents are available via Email support 24/Later that same day, January **, our support agent responded to *** *** with general instructions for how to cancel a Squarespace site and receive a prorated refund for servicesFollowing this message, we received no response from *** ***Our next contact with *** *** was via your agency’s complaintFollowing receipt of your complaint, we conducted an additional investigation of *** ***’s account and confirmed that, on June **, 2014, the site *** was initially charged to the same card detailed in *** ***’s complaint for $as part of an annual Professional PlanIn other words, this was the initial annual sifee for the accountThis June **, charge was not disputedAs per our renewal policy, this account was renewed on June **, The June **, charge *** *** references in her complaint was for a renewal of this planAs seen in Section 10(c) of our Terms of Service (***), all subscriptions renew for an additional term, unless they are cancelled by the userCustomers are conspicuously and clearly notified of this auto-renewal several times throughout the siand account management process, and conspicuously and clearly notified of the renewal charge via email one week prior to processingThis feature ensures continuous service for our users, and can be cancelled anytime from the site manager, or by contacting usWe have reviewed our customer records and confirmed that this renewal notice was sent to the account owner on June **, Although we acted in accordance with our policies, we have nonetheless removed the card from the account, ***, and issued a full refund to *** *** for the renewal subscription purchase amount of $We trust this letter resolves the complaint, but should you require any additional information, please do not hesitate to contact usSincerely, Roberta M** Director, Customer Operations Squarespace, Inc

Dear *** ***,Squarespace, Inc(“Squarespace”) writes in response to your notification dated December **, 2016, regarding a complaint submitted to the Revdex.com by *** *** In the notification, the complainant expresses dissatisfaction with our domain renewal process
and requests a refund for her recent domain renewal subscription purchaseSquarespace’s policy regarding domain renewals is clear and transparent, and the user in this instance was properly provided ample notification leading up to the domain renewal of an impending renewal chargeHowever, as a courtesy, we made a one-time exception and issued a refund to *** *** for her $domain renewal purchase.While we will now consider this complaint resolved, should you require any additional information, please do not hesitate to contact us.Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc

Hi there, Squarespace, Inc. (“Squarespace”) writes in response to your notification dated May **, 2017, regarding a follow-up complaint submitted to the Revdex.com by [redacted] (“[redacted]”). In the notification, [redacted] explains that he is not satisfied with our response to his initial complaint (ID# [redacted]). As previously mentioned, due to his failure to pay for his subscription, [redacted]’s site expired. He can restart his subscription under our current pricing plans. While we have outlined our policies in numerous support tickets to [redacted], as well as in our response to complaint #[redacted], should he require any further information we recommend he review the following guides regarding pricing plans on how to reactivate a site: [redacted]  As noted in both of the above guides, we do not allow returning to a legacy plan after a site has expired. Please note that, following multiple email notifications to the user, sites are expired fifteen days after the subscription payment is due. We explain this process further here: [redacted]  Squarespace considers customer support a top priority, and we do regret that [redacted] feels he did not receive an optimal experience on our platform. However, Squarespace’s policies regarding expired sites and legacy plans are clear and transparent, and, in accordance with our policies, we will be unable to honor [redacted]’s request to be placed on a legacy pricing plan. We will now consider the matter closed. Sincerely, Roberta M**Director, Customer OperationsSquarespace, Inc.

Dear [redacted], Squarespace, Inc. (“Squarespace”) writes in response to your notification dated March **, 2016, regarding a complaint submitted to the Revdex.com by [redacted] (“Mr. B[redacted]”). In the notification, the complainant expresses dissatisfaction with the Squarespace...

product and alleges Squarespace wrongfully refused to issue him a full refund for services rendered. As a note, we have responded to numerous prior inquiries sent directly to our customer support team by Mr. B[redacted] regarding this issue. As previously explained to Mr. B[redacted], and as further outlined below, Squarespace has fully refunded all payments on the account and has no record of the allegedly outstanding purchases in question. On December *, 2015, Mr. B[redacted] signed up for a Squarespace Monthly Business Plan, billed at $26.00/month. Mr. B[redacted] titled the site [redacted], and linked the domain [redacted] to the account. In total, Mr. B[redacted] completed two subscription purchases totaling $52.00. These subscription purchases took place on December *, 2015 and January *, 2016. On February *, 2016, Mr. B[redacted]’ prepaid card was declined by our payment processor, Stripe, and his subscription was not renewed. However, also on February *, 2016, in response to a series of complaints from Mr. B[redacted], our customer support team granted the account three free months of site service credit, lasting through May *, 2016. On January **, 2016, Mr. B[redacted] initiated the first of a series of complaints with our Support team regarding the functioning of his website. Over the course of the following two months, various support agents attempted to assist Mr. B[redacted] troubleshoot the issues he was experiencing. These correspondences culminated on March **, 2016, when Mr. B[redacted] initiated a barrage of exceedingly belligerent, offensive, and at times incoherent, live chats with our customer support team. In his messages, Mr. B[redacted] further expressed a dissatisfaction with the Squarespace product and requested a refund of his purchases. As a general note, Section 15 of our Terms of Service ([redacted]) outlines our Disclaimer of Warranty in bold and capitalized font. As seen in Section 15, “The site, services and materials are provided ‘as is,’ ‘as available,’ ‘with all faults’ and without any warranty of any kind, express or implied.” However, as a courtesy, our customer support team issued a full refund for all purchases on Mr. B[redacted]’s account (totaling $52.00) and cancelled the associated site in question. With regard to Mr. B[redacted]’ claim that there are payments that have yet to be refunded, we welcome Mr. B[redacted] to send our customer support team screenshots of the payments in question from his bank statement so we may act accordingly. However, please note that after a detailed search of our records, we could not find any remaining payments associated with [redacted] or the account [redacted]. Please let us know if you have any additional questions or concerns. Otherwise, we will consider this matter closed. Sincerely, Roberta M** Director, Customer Operations Squarespace, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.On a side note: When one transfers to another website builder from their squarespace website builder, it is cancelling your business with them.  It isn't just a transfer to a "third party domain".  Thank you Revdex.com for all your help.
Sincerely,
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding Squarespace, Inc. has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Dear [redacted],Squarespace, Inc. (“Squarespace”) writes in response to your notification dated July **, 2017, regarding a complaint submitted to the Revdex.com by [redacted]. In the notification, the complainant expresses dissatisfaction with our domain renewal process and...

requests a refund for her recent domain renewal subscription purchase. Squarespace’s policy regarding domain renewals is clear and transparent, and the user in this instance was properly provided ample notification leading up to the domain renewal of an impending renewal charge. However, as a courtesy, we made a one-time exception and issued a refund to [redacted] for her $20 domain renewal purchase.While we will now consider this complaint resolved, should you require any additional information, please do not hesitate to contact us.Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
1. The business did not honor their invoice, my legacy pricing or plan.2. I have attached an invoice from Square Space that has no expiration date and no payment notices such as due immediately, net 15, net 30, net 90 and no due date listed. Legally they have to honor this invoice because it does not expire.3. I have an email from Square Space that conflicts and supersedes their online policy that states, "To keep your site online, please update your billing information in the Billing panel in the next three days. If you don’t update your billing information with a valid credit card within this time, we’ll have to suspend your site. Once you pay your invoice your site will be reactivated.This clearly states that if the invoice is unpaid within three days they will suspend the website, after three days they will only reactivate the website once the invoice is paid. They would not allow the invoice to be paid. In this email, Square Space did not state they would expire the site nor did they state that the legacy plan and pricing would not be available in the future.4. They believe that customer service, business ethics, honoring invoices and honoring contracts are optional. This is very much to the detriment of their customers and themselves. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],Squarespace, Inc. (“Squarespace”) writes in response to your notification dated January **, 2017, regarding a complaint submitted to the Revdex.com by [redacted]. In the notification, the complainant expresses dissatisfaction with her experience cancelling her site. It...

appears [redacted] thought she had previously cancelled her site, when instead she had only disconnected her third party domain. Squarespace’s instructions regarding site cancellation are clear and transparent, and you can find a helpful guide detailing the process on the following page [redacted]. However, as a courtesy, we have made a one-time exception and issued a refund of $40 to [redacted]. Please also note that our support team recently refunded [redacted] $40. We have accordingly refunded the $80 requested in [redacted]’s Revdex.com complaint. While we will now consider this complaint resolved, should you require any additional information, please do not hesitate to contact us.Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

January *, 2016 Dear [redacted], Squarespace, Inc. (“Squarespace”) writes in response to your notification dated December **, 2015, regarding a complaint submitted to the Revdex.com by [redacted] (“[redacted]”). In the notification, the complainant describes an instance where content...

on four of her websites was deleted. [redacted] goes on to request that we provide a backup of her websites. We have reviewed our records regarding this matter and note that on December **, 2015 [redacted] contacted our Support team via Live Chat and explained that content was unexpectedly deleted on her websites. Our customer support agent subsequently reviewed the four sites she was referring to, which were [redacted], and [redacted]. After reviewing the account activity on these sites, our agent explained to [redacted], via Live Chat, that it appeared as though a third party had logged in as her to delete the content. Our agent reiterated this did n ot seem to stem from an error in Squarespace system security, and recommended that [redacted] change her account password. Following this interaction, a member of our Trust & Safety team followed-up with [redacted] via email. Our agent provided further clarification regarding Squarespace security, as well as provided general safety tips and links to varying helpful Squarespace support guides. While we sympathize with [redacted]’s situation, we emphasize that we do not have any evidence that her account was compromised from a Squarespace security perspective. Instead, as we previously explained to [redacted], it appears that a third party had access to [redacted]’s login credentials and logged in as her to permanently delete the content. As a result, we cannot provide a backup for the content in question. As a general note, in terms of security, Squarespace believes the safety of our customers' accounts throughout all levels of our platform is a top priority. As such, we use numerous tools and methods to protect our customers' security. We perform regular security scans to maintain our PCI DSS compliance. In addition, we use a number of tools to guard against Cross-Site Scripting (XSS), SQL injections, and other potential vulnerabilities. We also use network hardware from industry-leading vendors to provide protection against intruders, employ a variety of dynamic threat mitigation techniques, and implement measures to protect against denial of service (DoS and DDoS) attacks. Moreover, services are redundant at all tiers. [redacted] now reiterates her request that we provide her with a backup of her websites. For clarification, when a page, blog post, or product, is deleted on Squarespace it is sent to a recycling bin. Items in the recycling bin are automatically removed after 30 days. However, they can be permanently deleted manually by opening the recycling bin and clicking Empty Trash. In [redacted]’s case, on December **, 2015, it appears that a third party logged into her account, deleted content, and then went on to click “Empty Trash”. As a result, the content was permanently deleted. We are very sorry to hear about the experience [redacted] had on our platform. However, we must point out that Section 8(i) of our Terms of Service ([redacted]) clearly states “You will not share your password, let anyone else access your account, or do anything that might jeopardize the security of your account”. Additionally, as seen in Section 3 of our Terms, “You are responsible for any Content that may be lost or unrecoverable through your use of the Services. You are encouraged to archive your Content regularly and frequently”. In closing, while we sympathize with [redacted]’s situation, we cannot provide her with a backup of the content in question. With that said, we would be more than happy to correspond with [redacted] if she has any further questions or concerns. Should you require any additional information, please do not hesitate to contact us. Sincerely, Roberta M** Director, Customer Operations Squarespace, Inc.

Dear Jesus,Squarespace, Inc. (“Squarespace”) writes in response to your notification dated November **, 2016, regarding a complaint submitted to the Revdex.com by [redacted]. We are unable to locate any accounts in our system associated with “[redacted]”, or any correspondence with...

[redacted]. Furthermore, the “Product/Service” field of the complaint background details a “credit card reader”. Accordingly, based on the nature of the complaint, it appears that the complaint may have been intended for Square ([redacted]) and not Squarespace ([redacted]). Thank you for your time and please let us know if you have any additional concerns. Sincerely, Roberta M**Director, Customer OperationsSquarespace, Inc.

Dear [redacted], We have received your correspondence dated July *, 2015 regarding a customer complaint about our business, and have responded to all inquiries sent by the complainant regarding our services. [redacted] made a complaint to the Revdex.com regarding her Squarespace...

account and affected website, [redacted]. The complaint referred to her expired account and her public domain, [redacted], not being immediately available for renewal. The details below are responses and clarifications to the issues [redacted] has presented. We have now resolved the issue favorably for the customer by ensuring her Squarespace site is now visible at [redacted]. On March *, 2015, [redacted]’s account failed to renew, so our system set the website to Past Due and the website did not show at the domain that was registered with the website. In this state, the account is kept active while Squarespace attempts to obtain payment. Since our system could not collect payment within the 15 day window, our system set the website to expired. Therefore, the domain name did not auto renew due to the state of [redacted]’s account. Once a domain has expired, it will be in Auto-Renew Grace Period (for 0-45 days), followed by a 30-day Redemption Grace Period. At the end of the Redemption Grace Period, the domain is released to the public. This means anybody can register the domain on any domain provider. [redacted] contacted Customer Care on June * and twice on June **, asking about reactivating her account. In all three instances, [redacted] was given directions on how to reconnect her Squarespace website. In addition, in one of the responses on June **, [redacted] was explained the difference between reconnecting her website, and registering her domain, both provided by Squarespace. We believe the confusion [redacted] refers to is that once renewing her Squarespace account, it did not automatically make her domain name ([redacted]) live. The domain is separate from the website and making the domain active requires a second step. Therefore, although [redacted] renewed her account, her domain was already in the deletion process and could not be renewed. [redacted] was instructed by our Customer Care team on July * she would have to wait until July * to claim the domain again. On July **, upon receiving the correspondence, we were able to re-register the domain, [redacted], on [redacted]’s behalf as it was released (past the July * date). Therefore, [redacted] still has the following domain: [redacted] In [redacted]’s letter she also stated that once the account was reactivated, she could not access her site. With that being said, Squarespace does have a built-in URL that can be used to view and edit the website. In [redacted]’s case, it's the following: [redacted], which allows for editing and viewing of her website as does the domain [redacted]. In conclusion, we were able to resolve favorably for [redacted], making her website available at [redacted] by claiming the domain name for her and connecting it to her account. However, we did not provide [redacted] with a discount because her website was still accessible publicly and to edit via [redacted] Sincerely, Squarespace Customer Operations Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]Dear [redacted],Squarespace, Inc. (“Squarespace”) writes in response to your notification dated October *, 2016 regarding a follow-up complaint submitted to the Revdex.com by [redacted] (“[redacted]”). In the notification, [redacted] explains that she is not satisfied with our response to her initial complaint (ID# [redacted]).As previously mentioned, when completing the registration of her domain, [redacted] was presented with her domain renewal date, as well as the subsequent renewal fee of $20. Similarly, following registration, she also received a confirmation email clearly stating the domain renewal date and the domain renewal price. Please note that users may cancel a domain within the first five days of registration and receive a full refund. For more information about cancelling subscriptions, please see this guide: [redacted]For more information on our automatic subscription renewal policies, we also encourage [redacted] to review Section 9.3 of our Terms of Service, found here [redacted] The information on subscription auto-renewals is bolded for emphasis. In closing, we thank [redacted] for her time and encourage her to reach out to our Support team with any further questions or concerns regarding her Squarespace site. However, with regard to this inquiry, please know we will now consider the matter closed.Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc.Tell us why here...