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Squarespace, Inc.

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Reviews Squarespace, Inc.

Squarespace, Inc. Reviews (34)

Awful. I spent hours developing a website. Then I registered my domain name and couldn't even link it to Gsuite. Really? So now I have domain name and website with no email associated with it. Useless and a waste of time.

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]
I thank both square space and the Revdex.com for this speedy well executed response I feel completely satisfied .

Review: I was reviewing SquareSpace as a possible vendor for my website. I opened an account and provided the request information for a free trial - which included my credit card information. I as assured that I would not be billed unless I decided to proceed with SquareSpace as a provider after my "free" trial. I found the services to be inadequate to my needs and did not pursue utilizing SquareSpace.

Months later after a detailed audit of my account I discovered that they have been charging me the entire time. I called the company spoke to their customer service. They express no interest in helping me and indeed I was not refunded any of my money. I asked them to look at their own records as they would indicate that I had never used the service.

These are typical deceptive business practices: start with a a "free trial" and then just start billing the customer whether they are using your service or not and make it incredibly difficult for them to cancel their account. This is made obvious by the fact that they NEVER provide invoices, billing statement or other indicators that I am being charged as this would alter me to take action sooner. The percentage of duped consumers that don't bother chasing them down to get their misappropriated money back must justify these practices on their balance sheet.Desired Settlement: I would like my $195.00 refunded.

Business

Response:

We have received your correspondence dated October **, 2015 regarding a customer complaint about our business. We have investigated the complaint and deny the customer’s request for a refund. The complainant, [redacted], created a free trial on December **, 2014. Fourteen days later, the free trial automatically expired on January *, 2015, as is customary for any free Squarespace trial site. Two days later, on January *, 2015, [redacted] requested that Squarespace extend his free trial period. Squarespace granted [redacted]’s request for an extension of his free trial. His second free trial then expired eight days later, on January **, at 1:51:27 AM EST. On January **, 2015, four days following the expiration of [redacted]’s second free trial, [redacted] logged into his account, selected a monthly subscription to the Squarespace Professional Plan ($20/month), and entered credit card information on our checkout page to complete the purchase. Our purchase flow is clearly explained on the checkout page, which is completely separate from the free trial sign-up process. After entering his credit card information on the checkout page and confirming his purchase, [redacted] received an additional email from Squarespace, confirming his purchase of a subscription to the Squarespace Professional Plan, at a payment rate of $20/month. After purchasing his subscription, [redacted] was charged eight monthly service fees of $20 each for the Squarespace Professional Plan, from January ** through August **, 2015, totaling $160. [redacted] logged into his site on September *, 2015, and cancelled the subscription. Less than an hour after canceling, he contacted our Customer Support team requesting a full refund. However, [redacted] did not reply to two requests to verify his account ownership. Such verification of account ownership is necessary in order for Squarespace to comply with federal privacy laws and our Privacy Policy. [redacted] now claims, erroneously, that Squarespace requires credit card information upon creation of a free trial site. This is a false statement, it is not our business practice, and customers are able to create free trials without providing credit card information. Customers are only asked to provide credit card information when they are ready to purchase a subscription plan. [redacted] is also requesting a refund of $195, which is $35 more than the total amount he was charged. Based on the above information, we are denying [redacted]’s meritless request for a refund. Should you require any additional information, please do not hesitate to contact us.

Consumer

Response:

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:

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 reminder. Had I received one, I would have detected that I was being charged sooner and cancelled the account. I 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 160 (the extra $35 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 people. I 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. $160 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,

Review: I'm a graphic design professional Over a month ago I switched from [redacted] to square space, with the advertised promise to great professional service and 24/7 prompt technical support via chat and email. I had several problems, that the company's reps try to sort and eventually was able to help. but the major issue is that, after switching from two similar services ([redacted] to square space) and with the SAME domain name (my own [redacted]) I noticed that from being on top of search engine results I ended up in a black hole of absolute invisibility; when potential customers are looking for the service I do provide my website won't come up at all. I do expect to not being on top like I was before but at least in the very first page of records since this is vital for my business. I followed all the necessary practice to include website description, name tags, and so on but even when I enter my name the description of the website won't correspond with what I entered, but it will display a simple list of the website navigation items. this is a clearly flaw in their system etc.

I asked for help several times, by email since the advertised chat service won't simply work or be available. the only responses where link where the several representatives invited me to go learn and DYI sort of thing in hope my search result situation will eventually improve. from this overwhelming and fruitless email ping pong we passed to a zero responses

and unwillingness to help me solve the problem and keep a professional business ethic. I basically paid and opted for a service that is killing my little business in times of financial uncertainty and promised services and care I didn't receive, nor believe do work (the chat) and failed to factually helping me in resolving the issue. what I think is VERY serious is that now they won't even respond the emails, failing to provide the most elementary feature when one customer(me) purchases a service: the technical support and customer care while not delivering any of the advertised benefitsDesired Settlement: simply help me to resolve the issue with concrete tech support and not just sending me email. improve the service and apply anything that can help the website and my business to be appear on the search engine result, like it was before for many years (using the same technical operations)

or full refund of my payment and business loss provoked by their unfair zero ethic business practice

Business

Response:

[redacted]

Complaint ID *

Company Name *

Squarespace, Inc.

Contact First Name *

Contact Last Name *

Title *

Customer Care Supervisor

Contact Phone Number *

###-###-####

Contact Email Address *

Name of Complainant

Mediator (If you know)

Business Response

** October 2013

RE: ID #[redacted]

Dear [redacted],

We have received your correspondence dated Monday October ** , 2013 regarding a customer complaint about our business. I'll be happy to expand on and clarify the complaints in this matter.

The complainant mentions that "after switching from two similar services... I noticed that from being on top of search engine results I ended up in a black hole of absolute invisibility". While Squarespace is completely optimized to help our customers make sure the necessary information is in place for maximum SEO value, in no way are we responsible or able to control the final SEO value of a site according to [redacted]. Provider or CMS changes of this nature always have an affect on SEO ranking, and it's up to our customers to make sure that links are properly redirected, page names are retained, and that the site structure as closely matches the previous site as possible. We offer no guarantee of SEO status or ranking as part of this process, as this ranking is entirely reliant on third-party algorithms which are outside of our control.

The complainant also mentioned that "the advertised chat service won't simply work or be available". All chat inquiries by the complainant have been answered to date, and transcripts have been assigned to cases #[redacted] and #[redacted]. Our publicly available Live Chat hours are Monday - Friday from 8am to 7pm, and at times of high volume we're unable to address all chat requests. In this case we're always available 24/7/365 through email.

Regarding the complaint that "they won't even respond the emails", we've responded satisfactorily to all inquiries about the nature of our service to the best of our ability. The complainant has resorted to messaging that was abusive, aggressive and non-constructive in nature in case #[redacted], and in these cases we reserve the right to consider a case "resolved" when all constructive questions about our platform have been answered. Our VP of Customer Care addressed the complainant personally to help alleviate any concerns. At that time, no further questions that pertained directly to the customer's main complaint about search engine visibility were asked that hadn't already been addressed.

Regarding settlement, again we're unable to affect or "restore" search engine rankings which are completely outside of our control as a company. The complainant's request for full refund will be granted in conjunction with full cancellation of services, which they've yet to officially request in any case to date.

Any and all transcripts related to correspondence with the complainant through our customer care channels can be provided upon request.

We would appreciate a follow up from you regarding the next step in this process, clarifying what additional information is needed from Squarespace, as well as the outcome of this investigation and the impact on our business rating.

Sincerely,

--

Consumer

Response:

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:

Hello,

I just read the response from SS, and honestly it didn’t

strike me since I was expecting a litany of misrepresented facts.

Let’s examine one by one the

risible allegations from SS

1)

The

complainant mentions that "after switching from two similar services... I

noticed that from being on top of search engine results I ended up in a black

hole of absolute invisibility". While Squarespace is completely optimized

to help our customers make sure the necessary information is in place for

maximum SEO value, in no way are we responsible or able to control the final

SEO value of a site according to [redacted]. Provider or CMS changes

of this nature always have an affect on SEO ranking, and it's up to our

customers to make sure that links are properly redirected, page names are

retained, and that the site structure as closely matches the previous site as

possible. We offer no guarantee of SEO status or ranking as part of this

process, as this ranking is entirely reliant on third-party algorithms, which

are outside of our control.

This is not true, several services including [redacted],

(which I’m planning to re-join within

days) do offer a better technical support to make sure there will be

visibility, Proof is in the pudding, my domain almost 10 years old and my

website used to come as 1st or 3rd search result on [redacted].

The proof is in the pudding.

Fact.

2)

The

complainant also mentioned that "the advertised chat service won't simply

work or be available". All chat inquiries by the complainant have been answered

to date, and transcripts have been assigned to cases #[redacted] and #[redacted]. Our

publicly available Live Chat hours are Monday - Friday from 8am to 7pm, and at

times of high volume we're unable to address all chat requests. In this case

we're always available 24/7/365 through email.

Partial and false statement; I was able to reach a chat slot

a few times. Lately it was simply impossible to get an aforementioned slot even

though I tried on an hour-by-hour base. Too much volume, well means that the

service is very poor and on top this is a clear flag for the company that

The interface and user friendliness are amazing when it comes to Sqaurespace. HOWEVER, if you ever would like to close an account, their customer service will make this process hellacious and never ending. I have been trying to cancel my service for 2 separate accounts for a couple of weeks now. I have been passed off to many different representatives, a few from Online Chat Support, Reps from Email Cases that had been created and was recently asked to send in information and then Billing would reach out to me. I have done my part faithfully but I have still been getting the run around. I have not heard back from the in 3 days after submitting all requested information including bank statements. I have also followed up with them with no response.

Review: I am filing a complaint with SquareSpace because SquareSpace had been advertising their service for FREE with online advertisements and on their website. However, SquareSpace's service is not FREE. After I build a website, they didn't disclose that I had to pay for a subscription in order for my website to go live. I picked the $20/month subscription because I didn't not want to pay for a yearly subscription. I thought I would have my my own domain name if I paid as SquareSpace says on their website. WRONG. SquareSpace does not give you your own domain name unless you subscribed for a yearly subscription. For the $20/month subscription, you are given a domain name that includes (your name).squarespace.com. SquareSpace is falsely advertising their service as FREE, and there's a lack of transparency with purchasing subscriptions and receiving domain names.Desired Settlement: I want my refund ($20 +$180) from SquareSpace and for SquareSpace to stop advertising their service for FREE. It's not FREE. Also, I want SquareSpace to be more transparent of what customers receive when they buy subscriptions. I think if you pay someone, you should be able to receive your own domain without 'dotSquareSpace' .

Business

Response:

Dear [redacted],

We have received your correspondence dated Wednesday August **, 2013 regarding a customer complaint about our business. We have a responded to all inquiries sent by the complainant regarding our service, including their refund request.

Our company is a subscription-based service, and our advertising messaging states ".....get started today free", which alludes only to our 14 day free trail for anyone wishing to evaluate our platform before subscribing.

To bring a site "live" a subscription has always been necessary. This is disclosed directly during the initial signup process.(Attachment #1), the trail account period (Attachment #2), and when 'upgrading" a trail account to bring the site "live" (Attachment #3). Additionally, our pricing is clearly disclosed at [redacted] (Atatchment #4).

Regarding the complaint about our free domain offer (which includes a custom .com, .org, .mobi, .biz, or .info domain extension) which is limited to yearly and bi-annually subscribed customers, this is clearly disclosed in the trail process as well if users try to claim their domain in a trail state they receive a message stating "Please upgrade to yearly Squarespace account to claim your free domain" (Attachment #1). When signing up for a paid account to bring the site "live" this is disclosed as part of our plan descriptions (Attachment #3). Additionally, this offer end its requirements are disclosed on the pricing page mentioned above(Attachment#4), and our in our public knowledge base guide on Squarespace managed domains.(Attachment #6).

In their complaint, the complainant requested refunds of %$20 (original monthly unlimited plan subscription) and $189.09(upgrade to discounted yearly Unlimited plan ) per their account invoices, which we processed per their request prior to the receipt of your correspondence. Attachments 7 and 8, as well as our correspondence with the complainant in the attached Case #[redacted] (3 pages) at the email address:[redacted], confirm this request. Additionally, correspondence from our clarification of services, domains and refunds mentioned in the complaint are included in attached Case #[redacted].

We would appreciate a follow up from you regarding the next step in this process, clarifying what additional information is needed from Squarespace, as well as the outcome of this investigation and the impact on our business rating.

Sincerely

Review: Its, both an advertisement misrepresenting a service and a product. I purchased a website and hosting through squarespace. They say they offer 24/7 award winning customer service to their customers. When you contact them regarding issues you're having they do not get back to you sometimes even after 12-24 hours. I was lead to believe they offered great service, now I have devoted time to building a website with a company I have to leave. I have lost time, money and been severely frustrated by the whole thing. Its very emotionally & frustrating to be treat in such a way. I now have a website that cannot be accessed without a warning message, broken links and features and the 24/7 support is not a real thing. After looking online, it has become apparent that this is an ongoing problem with squarespace. They do not offer the service you are tricked into purchasing. This is the first official complaint I have made in my entire life to anybody and I'm ** year old. I just feel that it would be wrong for them to continue to treat people as they do. There is a two week trial beforehand. When you need the help they promise, it is not there. I can't remember the specific date of the start of the trial,.Desired Settlement: I want to be compensated for my the I have waisted at such a crucial time (setting up my own business).

I want to be compensated for their treatment of me

I want a full refund for the money they have taken

I want an apology

Consumer

Response:

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,

Review: I have 4 websites on my squarespace account and the content of all of them were deleted.

No explanation.

Squarepace said that was on my login and they can do nothing about it.They dont have any back up of the content.

4 websites deleted and they say the only thing I can do is change my password so it wont happen again.Desired Settlement: a back up of my websites

Business

Response:

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.

Consumer

Response:

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:

Keeping a backup, regardless of the "recycling bin", is responsibility of the Squarespace. Just me and my assistant have that login, and the "emptying of the site" was not made by us. We detected the fact two days after it happened and we stiil want a fair solution for the incident.

Sincerely,

Business

Response:

Dear [redacted],Squarespace, Inc. (“Squarespace”) writes in response to your notification dated January **, 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]) and again asserts that keeping a backup of her content is the responsibility of Squarespace.While we sympathize with [redacted]’s situation, we again emphasize that we do not have any evidence that her account was compromised from a Squarespace security perspective. Additionally, as previously mentioned, Section 3 of our Terms of Service ([redacted]) states, “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”. To reiterate our previous response, 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 also 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.In closing, while we are very sorry to hear about the experience [redacted] 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 questions. Otherwise, we consider this matter closed. Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc.

Review: They billed my credit card for two fees - ive never heard of this company in my life - and yet they stole my info and charged me anywayDesired Settlement: To have this company checked out for stealing peoples acct info - already informed my bank and are imposing formal investigation into this matter - as well as contacting my lawyer

Business

Response:

** August 2015 Dear [redacted], We have received your correspondence dated August *, 2015 regarding a customer complaint about our business, and we have reached out to the complainant regarding his complaint and refund request. As discussed below, we have issued the complainant a refund, and advised him that his credit card may have been compromised. Though there is no Customer Account record or Customer Service ticket associated with the complainant’s name or contact information as listed in your notice, following an internal investigation we discovered that complainant’s credit card had been charged on multiple occasions to purchase Squarespace accounts that are apparently unrelated to the complainant. Unfortunately, the charges are consistent with credit card fraud. We emailed complainant on Friday, August *, 2015 to make him aware of our findings and to let him know that we have refunded all charges to his credit card. We also advised him to cancel his credit card. Finally, we have canceled the accounts charged to complainant’s credit card. Sincerely, __ Roberta M** Director, Customer Care Squarespace, Inc.

Consumer

Response:

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,

I thank both square space and the Revdex.com for this speedy well executed response I feel completely satisfied .

Review: Hi, I registered a domain and internet services from Squarespace. However I NEVER received a receipt/invoice for the money they deducted from my bank. Recently I wasn't able to work with the website, because the company, as they informed me, they are making changes, which results that my posts on the website cannot be properly published and destroyed my blog. I addressed the company several times, the solution they gave me does not work at all, it simply does not exist, I cannot post any longer to my website and cannot use the service due the changes/work the company is making. My last post on my website is horrible, the photo size is enormous that cannot be displayed on the site, and I am unable to post anymore on the site, as it has the same result. I never had such problem previously and I am following the same exact steps I did before to publish around 20 posts. I asked them to solve the problem however they did not offer a solution, this has consequences that cause the loss of my blog, website, domain. I want the company to pay me the money back and for the damage caused.Desired Settlement: I want the company to pay me the money back and for the damage caused.

Consumer

Response:

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]

Review: Squarespace is a company that provides the tools for you to build and design your own website. It also provides hosting and domain services for a price. I had recently purchased a domain and website from the company last year around April 2014. I paid $99 for a year of this service. This April 2015 I was unable to renew my domain and website because of economic hardship. Because of this the website expired. So I contacted Chris, a customer service representative via online chat to ask him if I could still renew and if all my same content could still be retrieved. I also asked if the domain would be visible online upon payment. Chris said the website would be available immediately upon payment. So I paid $99 for another year of service on July *, 2015. I checked the next day to see if my website appeared online and it did not. I also checked my bank account to see if the company had withdrawn these funds. They did. I therefore contacted another service rep, Randi, to ask what was going on. Randi looked into the matter and told me that the domain had not been renewed properly because it had expired. He troubleshooted with me and we tried to renew it at no cost. This failed and he escalated the matter to Squarespace's domain department. Thomas from the Domain department then contacted me to tell me that I have to wait for the domain to be deleted and that after that he hoped that the domain could be renewed so I can see it online. He said to check back July [redacted]. I logged on to my squarespace account today July [redacted] and did not see a way for me to renew my website, nor do I see it online. So why should I have to pay for service that I am not getting! The reasons as to why my website is not active online do not make much sense. I am so frustrated with all of this because I can't even complain to a Squarespace manager directly. The company has no direct phone number and is not Revdex.com accredited.Desired Settlement: I want the company to give me a discount on the payment that I recently made to renew my website. It is not fair that I should have to pay a full $99.00 if the website can't be seen online. Right now I am applying to jobs and I can't even refer employers to see the website because it is not active and unavailable. Otherwise I like my website and do not want to lose it. The website design is professional. I hope that company will do this as I am at the point of contacting the federal trade commission.

Business

Response:

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

Review: Reviewing my political campaign account my treasurer noticed a withdrawal on 6/**/15 of $192.00 using my debit card, the company (Squarespace INC.) New York, phone number ###-###-####.

At no time did my campaign officers or myself hire this company to do a business for my personal use or campaign use.Desired Settlement: In order to resolve this issue I want Squarespace to turn $192.00 into my account immediately.

My banking institution is [redacted] Phone ###-###-####.

Business

Response:

Squarespace, Inc. (“Squarespace”) writes in response to your notification dated January **, 2016, regarding a complaint submitted to the Revdex.com by [redacted] (“[redacted]”). In the notification, the complainant claims that a Squarespace subscription charged to her credit card in the amount of $192.00 was unauthorized. In response, and for the reasons set forth below, we have issued a full refund for this purchase. On January **, 2016, [redacted] contacted our customer support team inquiring about a $192.00 charge from Squarespace issued to her card on June **, 2015. A few hours later, a Squarespace support agent responded to [redacted], and in order to locate the charge in question, requested [redacted] provide the cardholder name, the last four digits on the card, and the type of card used. On January **, [redacted] responded with this information. Later that day, a support agent responded to [redacted] explaining that the charge was for the website [redacted]), and asked if she was familiar with this account. On January **, [redacted] responded to our agent. However, she did not confirm whether she was familiar with the site, [redacted] Instead, [redacted] provided the telephone number of her bank in Waterloo, Iowa, and informed our agent to call there with any questions. As a general note, Squarespace does not offer assistance by phone. Since the issues that we troubleshoot are online, detailed screenshots and videos are fundamental for clarifying how we can help our users. Because of this, we focus on email and live chat support, and our agents are available via Email support 24/7. Later that same day, January **, our support agent responded to [redacted] with general instructions for how to cancel a Squarespace site and receive a prorated refund for services. Following this message, we received no response from [redacted]. Our next contact with [redacted] was via your agency’s complaint. Following receipt of your complaint, we conducted an additional investigation of [redacted]’s account and confirmed that, on June **, 2014, the site [redacted] was initially charged to the same card detailed in [redacted]’s complaint for $192.00 as part of an annual Professional Plan. In other words, this was the initial annual sign-up fee for the account. This June **, 2014 charge was not disputed. As per our renewal policy, this account was renewed on June **, 2015. The June **, 2015 charge [redacted] references in her complaint was for a renewal of this plan. As seen in Section 10(c) of our Terms of Service ([redacted]), all subscriptions renew for an additional term, unless they are cancelled by the user. Customers are conspicuously and clearly notified of this auto-renewal several times throughout the sign-up and account management process, and conspicuously and clearly notified of the renewal charge via email one week prior to processing. This feature ensures continuous service for our users, and can be cancelled anytime from the site manager, or by contacting us. We have reviewed our customer records and confirmed that this renewal notice was sent to the account owner on June **, 2015. Although we acted in accordance with our policies, we have nonetheless removed the card from the account, [redacted], and issued a full refund to [redacted] for the renewal subscription purchase amount of $192. We trust this letter resolves the complaint, but should you require any additional information, please do not hesitate to contact us. Sincerely, Roberta M** Director, Customer Operations Squarespace, Inc.

Consumer

Response:

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,

Review: Since November, we have left a number of messages requesting a call from SquareSpace. This account was set up by a man who worked for my organization some years ago. When he left, he did not give us the information to log into the service. We have since moved to a new server and needed to end our relationship with Squarespace. Since we could not log in, we were left with calling them to no avail. They continue to charge us monthly for a service we no longer desire and we have no way to stop this reoccurring charge.Desired Settlement: I want this charge against our credit card to end and the company to end our contract.

Consumer

Response:

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,

Review: I joined Square Space on October [redacted], 2014 and I was extremely happy because it was my first website. The site simply said "build a website" I was able to choose a theme and I didn't like the fact that it showed my name and Square Space as the domain, so as advertised it showed that you could purchase your own domain for $100. So I purchased my own domain and decided to add my art on my website. Recently I found out that there was new advertising. I was contacted by a friend saying my website was expired, so I went back to Square Space to see what was going on. It showed that my website expired in October [redacted], 2015 and that my domain expires on October [redacted], 2016. I researched and these new changes and advertising was made on April of 2015. I believe this was false advertising. I'm very upset because had I known all of these changes were going to be made or if this was going to be in effect this year I would've never signed up. why would I pay for $20 a year for a domain when I could go somewhere else for less? also I looked at these changes being in effect this year and it shows that they own everything, the domain, and my work that I've made. I didn't see any fine print anywhere. I definitely feel like this was a scam. I cant even access the photos that I posted on my website when I login through there website and I find that very shady.Desired Settlement: I would like to take the photos down so I can save them to my computer and a refund.

Business

Response:

December **, 2015Dear [redacted],Squarespace, Inc. (“Squarespace”) writes in response to your notification dated December *, 2015, regarding a complaint submitted to the Revdex.com by [redacted] (“[redacted]”). As a note, we have have responded to all inquiries sent directly to our customer support team by the complainant regarding our services. In your notification, the complaint alleges false advertising practices with regard to our domain and account subscription services. For the reasons set forth below, the complainant’s complaints are without merit, and we decline to process her request for a refund.On October **, 2014, [redacted] signed up for a Squarespace Personal Plan, billed at $10.00/month. Later that day, [redacted] cancelled her monthly subscription plan and switched to an annual plan. As a result, [redacted] received a prorated refund of $9.96 for her monthly plan, and then was correspondingly billed $86.04 for her new yearly Personal Plan subscription. The plan was set to renew one year later, on October **, 2015, for $96.00. With this annual plan, [redacted] received one free custom domain. To take advantage of this offer, [redacted] registered the domain [redacted]On October **, 2015, [redacted]’s subscription for Squarespace services, as well as the domain [redacted], were set to renew. In her complaint, [redacted] incorrectly notes that this renewal invoice was for $100.00. However, the Squarespace annual plan renewal cost was $96.00, while the domain was free of charge. Furthermore, [redacted] seems to have erroneously deduced that the $96.00 bill was solely for the renewal of the domain, and not for Squarespace services. For reference, please note that Squarespace website pricing plans are displayed clearly on this page: [redacted]. On October **, 2015, [redacted] failed to make the renewal payment, and her account was marked Past Due. When an account is Past Due, users receive an email notification and see a Past Due banner at the bottom of their site when logged in. Fifteen days after the payment is past due, the account is deactivated. Accordingly, on November *, 2015, [redacted]’s account status was changed from Past Due to Expired.On December *, 2015, [redacted] contacted our support team. In her message, she expressed confusion regarding the renewal fee, and again erroneously stated that she paid $100 for her domain. Moreover, she inquired whether she could take her domain to a different site. In response, our customer care agent pointed [redacted] in the direction of our Squarespace pricing page, and also provided helpful information for transferring a Squarespace domain to another provider. In her recent complaint, [redacted] references a change in our domain policy. Currently, after the first year of domain service, users can renew their domain for $20.00. This policy applies to free domains registered starting March *, 2015. In [redacted]’s case, because her domain was registered prior to the aforementioned date, her free custom domain was part of a legacy plan and therefore she did not have to pay this $20.00 annual domain renewal fee. In short, she would have received her domain renewal for free. [redacted]’s complaint also displays confusion with regard to content ownership on Squarespace. As seen in Section 3 of our Terms of Service ([redacted]), our users grant us a limited license to host and use their content in order to provide them with Squarespace services. However, it doesn't grant us ownership of our users' content. In short, our users remain the owner of their own content. [redacted] can export her photos, and other content from an active Squarespace site, by following this guide: [redacted]. For further assistance with regard to exporting content, [redacted] should feel free to contact our support team. Squarespace considers customer support a top priority, and we do regret that [redacted] experienced confusion with regard to her domain and our subscription services. However, [redacted] has been using our services to host her website for the past year under the well-documented annual subscription fee. In closing, based on the above information, we deny [redacted]’s request for a refund.With that said, we would be 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,[redacted]Director, Customer OperationsSquarespace, Inc.

Consumer

Response:

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:

Im still sticking to my statement, and I think its ridiculous and shady that SquareSpace will not give me a refund. The link that SquareSpace gave me to export my photos is broken. I also tried going back to my account and I'm not allowed to access the pages to at least save the photos. At this point I just want all of this to be over. My photos shouldn't be held hostage.

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

Sincerely,

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Description: INTERNET SERVICES, COMPUTERS SOFTWARE & SERVICES

Address: 459 Broadway, 5th Floor, New York, New York, United States, 10013

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