SquareSpace

Horrible company They are all too happy to take your money and provide no serviceIf you select monthly billing they bill you early before the end of the month and even if you try to cancel the renewal a few hours later the same day they will not honor it Rip off artists

Squarespace refuses to provide phone support...even if you are disabled and require extra help to use their website development tools

Buyer Beware! Absolutely horrendous/non-existent technical support with Squarespace My real estate web site began malfunctioning on July [redacted] of this yearI contacted Squarespace technical support through email (no phone service available) and they told me that they were working on the issueAfter weeks of no resolution, they tried to [redacted] the issue off on me by sending me various 'work-arounds' - meaning it was up to me to reorganize my categories and galleries in order for my jpegs to be visibleKeep in mind I work in a resort area, and that July and August are my busiest times of the yearI do not have the time nor the patience to redesign my web site, nor should it be my responsibilityI'm paying Squarespace a fee to host my web site annually - at the very least I expect the site to function normally during this timeAs a result, this major malfunction on their side has cost me ten of thousands of dollars in lost revenue - my customers were unable to access my listings (and/or photos) for the duration of the summerSquarespace's response to all of this? They will only refund my yearly subscription from now (August **) until my year is up - not from the date when their site malfunctioned (July *) - which I think is ludicrousOn top of that, they only refund money to the credit card that you used to purchase the planIn my case Capital One Bank issues new debit cards annually (as a security precaution), so my account number has changed since I began my subscriptionSquarespace's answer to this? Your bank will eventually figure it out! I have never encountered such a level of incompetence on all levels - Squarespace is by far one of the worst companies I've ever done business with

Dear [redacted] , Squarespace, Inc(“Squarespace”) writes in response to your notification dated March **, 2016, regarding a complaint submitted to the Revdex.com by [redacted] [redacted] (“MrB***”)In the notification, the complainant expresses dissatisfaction with the Squarespace product and alleges Squarespace wrongfully refused to issue him a full refund for services renderedAs a note, we have responded to numerous prior inquiries sent directly to our customer support team by MrB [redacted] regarding this issueAs previously explained to MrB***, and as further outlined below, Squarespace has fully refunded all payments on the account and has no record of the allegedly outstanding purchases in questionOn December *, 2015, MrB [redacted] signed up for a Squarespace Monthly Business Plan, billed at $26.00/monthMrB [redacted] titled the site [redacted] , and linked the domain [redacted] to the accountIn total, MrB [redacted] completed two subscription purchases totaling $These subscription purchases took place on December *, and January *, On February *, 2016, MrB***’ prepaid card was declined by our payment processor, Stripe, and his subscription was not renewedHowever, also on February *, 2016, in response to a series of complaints from MrB***, our customer support team granted the account three free months of site service credit, lasting through May *, On January **, 2016, MrB [redacted] initiated the first of a series of complaints with our Support team regarding the functioning of his websiteOver the course of the following two months, various support agents attempted to assist MrB [redacted] troubleshoot the issues he was experiencingThese correspondences culminated on March **, 2016, when MrB [redacted] initiated a barrage of exceedingly belligerent, offensive, and at times incoherent, live chats with our customer support teamIn his messages, MrB [redacted] further expressed a dissatisfaction with the Squarespace product and requested a refund of his purchasesAs a general note, Section of our Terms of Service ( [redacted] ) outlines our Disclaimer of Warranty in bold and capitalized fontAs 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 MrB***’s account (totaling $52.00) and cancelled the associated site in questionWith regard to MrB***’ claim that there are payments that have yet to be refunded, we welcome MrB [redacted] to send our customer support team screenshots of the payments in question from his bank statement so we may act accordinglyHowever, 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 concernsOtherwise, we will consider this matter closedSincerely, Roberta M [redacted] Director, Customer Operations Squarespace, Inc

January *, 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 websitesWe have reviewed our records regarding this matter and note that on December **, [redacted] contacted our Support team via Live Chat and explained that content was unexpectedly deleted on her websitesOur customer support agent subsequently reviewed the four sites she was referring to, which were [redacted] , [redacted] , [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 contentOur agent reiterated this did n ot seem to stem from an error in Squarespace system security, and recommended that [redacted] change her account passwordFollowing this interaction, a member of our Trust & Safety team followwith [redacted] via emailOur agent provided further clarification regarding Squarespace security, as well as provided general safety tips and links to varying helpful Squarespace support guidesWhile we sympathize with [redacted] ’s situation, we emphasize that we do not have any evidence that her account was compromised from a Squarespace security perspectiveInstead, 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 contentAs a result, we cannot provide a backup for the content in questionAs a general note, in terms of security, Squarespace believes the safety of our customers' accounts throughout all levels of our platform is a top priorityAs such, we use numerous tools and methods to protect our customers' securityWe perform regular security scans to maintain our PCI DSS complianceIn addition, we use a number of tools to guard against Cross-Site Scripting (XSS), SQL injections, and other potential vulnerabilitiesWe 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) attacksMoreover, services are redundant at all tiers [redacted] now reiterates her request that we provide her with a backup of her websitesFor clarification, 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 daysHowever, they can be permanently deleted manually by opening the recycling bin and clicking Empty TrashIn [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 deletedWe are very sorry to hear about the experience [redacted] had on our platformHowever, 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 of our Terms, “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”In closing, while we sympathize with [redacted] ’s situation, we cannot provide her with a backup of the content in questionWith that said, we would be more than happy to correspond with [redacted] if she has any further questions or concernsShould you require any additional information, please do not hesitate to contact usSincerely, Roberta M [redacted] Director, Customer Operations Squarespace, Inc

We have received your correspondence dated October **, regarding a customer complaint about our businessWe have investigated the complaint and deny the customer’s request for a refund The complainant, [redacted] , created a free trial on December **, Fourteen days later, the free trial automatically expired on January *, 2015, as is customary for any free Squarespace trial siteTwo days later, on January *, 2015, [redacted] requested that Squarespace extend his free trial periodSquarespace granted [redacted] ’s request for an extension of his free trialHis second free trial then expired eight days later, on January **, at 1:51:AM ESTOn 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 purchaseOur purchase flow is clearly explained on the checkout page, which is completely separate from the free trial siprocessAfter 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/monthAfter purchasing his subscription, [redacted] was charged eight monthly service fees of $each for the Squarespace Professional Plan, from January [redacted] through August **, 2015, totaling $ [redacted] logged into his site on September *, 2015, and cancelled the subscriptionLess than an hour after canceling, he contacted our Customer Support team requesting a full refundHowever, [redacted] did not reply to two requests to verify his account ownershipSuch 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 siteThis is a statement, it is not our business practice, and customers are able to create free trials without providing credit card informationCustomers 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 $more than the total amount he was chargedBased on the above information, we are denying [redacted] ’s meritless request for a refundShould you require any additional information, please do not hesitate to contact us

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: Keeping a backup, regardless of the "recycling bin", is responsibility of the SquarespaceJust me and my assistant have that login, and the "emptying of the site" was not made by usWe detected the fact two days after it happened and we stiil want a fair solution for the incident Sincerely, [redacted]

To Whom It May Concern, id="docs-internal-guid-7bb0e0dc-b42f-f2d9-729d-5aba7bb83405">Squarespace, Inc(“Squarespace”) writes in response to your notification dated September **, 2016, regarding a complaint submitted to the Revdex.com by [redacted] (“ [redacted] ”)In the notification, the complainant expresses dissatisfaction with emails he received from [redacted] Initially, please note that Squarespace did not create the content at issue (see [redacted] , explaining that Squarespace is a neutral platform that allows users to create, publish, and share content)Squarespace is a provider of content creation tools, not a mediator of that contentIf the site contains a contact phone number, email address, or mailing address, we recommend [redacted] resolve the matter directly with the site ownerWith regard to our policies, as you can see in our Privacy Policy, found here [redacted] , we do not sell our users personal information to anyoneWe also do not share our users personal information unless they have specifically allowed it, or for the very limited purposes described in our Privacy Policy As a note, it appears that [redacted] does not have a Squarespace accountAs you can read in our Message To The End Users in Section of our Privacy Policy, “If you’d like to make any requests regarding your personal information, please contact the owner of the site you’ve visited or used, as they control your dataThey may then submit any such information requests to us, and we’ll respond to themWe retain your information in accordance with this Privacy Policy.” As a final note, if [redacted] has a complaint he would like to file regarding a site, he may reach out to our Trust & Safety team at any time by sending the full details of his complaint to [redacted] Squarespace takes complaints, and any alleged violations of our Terms of Service ( [redacted] ), very seriouslyIn sum, we thank [redacted] for his time and encourage him to reach out to our Support team at any time with any further questions or concernsWe trust this letter resolves the complaint, but should you require any additional information, please do not hesitate to contact usSincerely, Roberta M [redacted] Director, Customer Operations Squarespace, Inc

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 $was unauthorizedIn response, and for the reasons set forth below, we have issued a full refund for this purchaseOn January **, 2016, [redacted] 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 [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 usedOn January **, [redacted] responded with this informationLater 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 accountOn January **, [redacted] responded to our agentHowever, 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 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 [redacted] with general instructions for how to cancel a Squarespace site and receive a prorated refund for servicesFollowing this message, we received no response from [redacted] ***Our next contact with [redacted] was via your agency’s complaintFollowing 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 $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 [redacted] references in her complaint was for a renewal of this planAs seen in Section 10(c) of our Terms of Service ( [redacted] ), 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, [redacted] , and issued a full refund to [redacted] 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 [redacted] Director, Customer Operations Squarespace, Inc

AwfulI spent hours developing a websiteThen I registered my domain name and couldn't even link it to GsuiteReally? So now I have domain name and website with no email associated with itUseless and a waste of time

The interface and user friendliness are amazing when it comes to SqaurespaceHOWEVER, 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 separate accounts for a couple of weeks nowI 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 meI have done my part faithfully but I have still been getting the run aroundI have not heard back from the in days after submitting all requested information including bank statementsI have also followed up with them with no response

Dear [redacted] ***, We have received your correspondence dated July *, 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 renewalThe details below are responses and clarifications to the issues [redacted] has presentedWe 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 websiteIn this state, the account is kept active while Squarespace attempts to obtain paymentSince our system could not collect payment within the day window, our system set the website to expiredTherefore, the domain name did not auto renew due to the state of [redacted] ’s accountOnce a domain has expired, it will be in Auto-Renew Grace Period (for 0-days), followed by a 30-day Redemption Grace PeriodAt the end of the Redemption Grace Period, the domain is released to the publicThis means anybody can register the domain on any domain provider [redacted] contacted Customer Care on June [redacted] and twice on June **, asking about reactivating her accountIn all three instances, [redacted] was given directions on how to reconnect her Squarespace websiteIn addition, in one of the responses on June **, [redacted] was explained the difference between reconnecting her website, and registering her domain, both provided by SquarespaceWe believe the confusion [redacted] refers to is that once renewing her Squarespace account, it did not automatically make her domain name ( [redacted] ) liveThe domain is separate from the website and making the domain active requires a second stepTherefore, 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 [redacted] she would have to wait until July [redacted] to claim the domain againOn 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 [redacted] 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 siteWith that being said, Squarespace does have a buiURL that can be used to view and edit the websiteIn [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 accountHowever, 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]