Trying to get a straight answer from Squarespace can feel like a total nightmare. And it's not just you. Their Trustpilot score is a dismal 1.6 stars, with a staggering 84% of over 7,000 reviews being just one star. The Better Business Bureau isn't much better, logging 131 complaints in the last three years. Popular complaints often flag issues with billing disputes and terrible customer support. If you're at your wit's end, you've come to the right place. Official site: Visit Squarespace
Best ways to complain to Squarespace
Best ways to complain to Squarespace
| Contact Method | Details & Availability | Why use this instead... |
|---|---|---|
| Live Chat | Available Monday to Friday, 4 AM to 8 PM EDT. | For urgent technical issues when you need a (somewhat) faster response. |
| Email / Help Center | 24/7 via their online contact form. | For non-urgent billing questions or when you need a paper trail. Prepare to wait. |
| Social Media (X) | Post publicly and tag @SquarespaceHelp. | For public complaints when other channels fail. Sometimes a public post gets a quicker look. |
⏱️ Estimated Response Times from Squarespace After Complaining
They say 24 hours for email, but honestly, it feels like sending a message into the void.
| Method | Expected Wait Time |
|---|---|
| Phone | Not Available (A major source of frustration for users) |
| 24-48 hours (or longer, based on user reports) | |
| Chat | 5-30 minutes wait time (during operating hours) |
| App | N/A |
🔍 Tips to Get a Quicker Response from a Complaint
- Start the live chat right when they open at 4 AM EDT.
- Be incredibly specific in your first email. Include screenshots, dates, and your site URL.
- Keep all your ticket numbers. You'll likely need to reference them.
How to Escalate Your Complaint
If Squarespace is ignoring you, it's time to escalate. Your best bet is filing a complaint with the Better Business Bureau (BBB). It's not an overnight fix, but Squarespace is a registered business and typically responds to formal BBB complaints to protect its profile, even though it's not accredited and has a low rating. You'll need to file the complaint on the BBB website, detailing your issue, your attempts to resolve it, and the outcome you want. Make sure you have your ticket numbers and communication history handy, as the BBB will ask for proof that you tried to resolve it with the company first.
Email Template to Complain to Squarespace
Email Template to Complain to Squarespace
Subject: Formal Complaint: Unresolved Billing Issue on Account [[Your Website URL/Account ID]]
I am writing again to resolve an issue with my account that remains unsolved despite my previous contact on [[Date]].
On [[Date of Charge]], my account was incorrectly billed for [[$Amount]] for a service I had already cancelled or did not authorize. Frankly, the amount of time I've had to spend chasing this down is incredibly frustrating and has disrupted my workflow.
To resolve this, I require a full refund of [[$Amount]] to be processed immediately and written confirmation that my subscription has been properly cancelled.
If I do not receive a satisfactory response and confirmation of the refund within 72 hours, my next step will be to file a chargeback with my credit card provider and submit a formal complaint to the Better Business Bureau.
Thank you for your prompt attention to this matter.
[[Your Name]]
Additional Helpful Tips to get Your Complaint Resolved
- In your live chat, immediately ask for the conversation transcript to be emailed to you. It's your proof.
- Use a subject line like 'Second Request: Ticket #12345 - Billing Error' to show you're persistent.
- A user on Reddit mentioned they got a response only after posting their ticket number on X (formerly Twitter) and tagging @SquarespaceHelp. It's a long shot, but it can work.
- Don't close the chat window until you see 'Chat Ended' and have your transcript. I've seen it disconnect mid-conversation before.
Let Pine AI Help Raise the Complaint to Squarespace
Tired of waiting in a live chat queue just to be told your issue needs to be 'escalated' via email? Sound familiar? It's a huge time sink. Pine AI handles the back-and-forth for you. No more refreshing your inbox waiting for a reply that never comes or explaining your problem for the third time. We deal with the persistent follow-ups and tedious communication so you can get on with your life. No joke.
Frequently Asked Questions about Squarespace Complaint Filing
What if Squarespace doesn't reply?
Can I escalate my complaint legally?
Are there lots of people leaving Squarespace?
Is this the right phone number to contact Squarespace?
What's the easiest way to cancel a subscription with Squarespace?
Other ways that I can contact the Squarespace?
Why was my refund denied?
Olivia Harper
Content Manager
Olivia Harper, a Content Manager with nine years of experience, creates user-focused guides on subscription services. Featured in Digital Consumer Reports, her work simplifies subscription terms and cancellations.
