Is Squarespace the Right Platform for Your Online Store? Full Review Inside

Squarespace is a website builder with a focus on e-commerce businesses, although it also provides hosting for blogs or occasion-specific websites. Like BigCommerce or Volusion, Squarespace allows users to design, build, and launch a functional web store that can accept credit card payments online using the merchant account services of Stripe or PayPal.

Low-to-Moderate Complaint Total

While Squarespace is known more for its web hosting services than e-commerce solutions, its overall reputation does not suggest a high volume of scam or rip-off allegations. Most reviews come from users engaged with its content creation aspect rather than merchants specifically. However, recent trends indicate an increase in negative feedback. Common issues raised by users include poor customer service, technical glitches, unexpected charges, difficulties with SEO, and subpar website integration. Additionally, there are claims regarding the non-availability of an advertised $100 Google AdWords credit.

Squarespace Lawsuits and Fines

No significant class-action lawsuits or FTC complaints against Squarespace have been uncovered. Merchants considering non-litigious means to address grievances are advised to report their experiences to appropriate regulatory bodies, as suggested here.

PaymentPop Rating for Squarespace

Negative Feedback

There are no negative reviews published about Squarespace on the PaymentPop website.

Positive Feedback

I needed a simple way to sell my products online without juggling a bunch of tools, and Squarespace delivered. Setting up payments was quick, and everything integrates smoothly from checkout to order confirmation. I get paid fast, and my customers trust the process. It’s all just seamless.

Squarespace BBB Rating

Squarespace is not accredited with the Better Business Bureau and currently shows an “A+” rating based on 98 complaints filed in the last 36 months. 59 of the complaints were due to a problem with a product or service, 31 were billing or collections issues, 3 were due to advertising or sales problems, and 5 were issues with delivery. Only 26 of these 98 complaints were resolved by the company to the satisfaction of the merchant. The remaining 72 were resolved to the dissatisfaction of the merchant or received no final response. Squarespace has a 1.21 out of 5 star rating based on 48 user reviews on the Better Business Bureau website.

What Merchants Say

In addition to the 96 complaints posted to Squarespace’s BBB profile, the company has also received 22 informal reviews. All of those reviews are negative in tone. One unanswered review filed against the company expresses concern about Squarespace’s lack of customer support:

Horrible customer service! I’ve been emailing all day because they won’t call you because squarespace can’t find my email account. They dont care if you pay them for services. They won’t help at all and they don’t care if your locked out of your account. Pretty much happy to make you pay for an account that they won’t let you back in and they will run you around all day and do nothing. Worse that calling insurance companies.

Merchants in this situation would benefit from learning how to cancel their service without paying a fee. Early Termination fees are typically the most expensive term in a merchant agreement.

A “D” Rating

In light of the company’s complaint total and resolution ratio, and the lack of any dedicated customer support number, we have adjusted the BBB’s rating to a “D” for our purposes.

Stripe and PayPal Integration

Squarespace incorporates Stripe and PayPal for online payment processing, aligning Squarespace’s contract terms closely with those of Stripe and PayPal. Both Stripe and PayPal typically charge a transaction fee of 2.9% plus $0.30 for all transactions. Additionally, Squarespace imposes a 3% transaction fee under its Website plan for businesses, while its Online Store plans do not include additional transaction fees. Notably, Stripe has been highlighted for its policy on holding funds, with numerous complaints regarding abrupt fund holds and challenges in resolving these issues swiftly, partly due to limited live customer support.

Squarespace Pricing Plans

Squarespace’s subscription plans are categorized into “Websites” and “Online Stores,” with options for monthly payments or annual billing at a discounted rate. The “Personal” and “Business” packages fall under Website plans, while “Basic” and “Advanced” packages are classified as Commerce plans. The pricing is as follows: the Personal Website plan at $16 monthly ($12 annually), the Business Website plan at $26 monthly ($18 annually), the Basic Commerce plan at $30 monthly ($26 annually), and the Advanced Commerce plan at $46 monthly ($40 annually).

Additional Plan Features

Despite the challenges associated with Stripe, particularly in customer support and fund holds, Squarespace is recognized for offering extensive features beyond basic payment processing. Merchants can access a variety of services including a custom online store, hosting, SEO tools, customer analytics, inventory and shipping management, and integrated accounting solutions. Starting with a free trial, the plans are flexible with month-to-month billing, allowing merchants the option to cancel at any time. This comprehensive offering positions Squarespace as a valuable platform, offering significant utility beyond what Stripe alone provides.

No Widespread Sales Issue

Squarespace appears to primarily market its services through its website and traditional advertising methods. There is no indication at this time that the company employs independent sales agents or engages in telemarketing, and we are currently unable to locate any negative Squarespace reviews that accuse the company’s sales staff of deceptive or aggressive tactics. One complaint filed against Squarespace cited confusion over the company’s 14-day free trial offer, claiming that it was deceptively promoted, but this appears to be an isolated incident.

This compares favorably to our list ofbest credit card processors.

No Deceptive Marketing

Additionally, the Squarespace website does not appear to quote misleading rates or selectively disclose terms. That said, we always recommend seeking a third-party statement audit to find and eliminate any hidden fees that are suspected.

Squarespace rates as a reliable e-commerce solution for merchants, earning its place among the top e-commerce platforms available today. Its seamless integration with Stripe, a leading payment processor, has not significantly impacted its overall rating. Despite some concerns about Stripe’s reliability, Squarespace’s robust service offerings, low commitment requirements, and competitive pricing have bolstered its reputation. The platform’s user-friendly design tools and comprehensive e-commerce features make it an attractive option for both new and established businesses looking to create and manage their online stores with ease.

However, it is important to note that Squarespace has seen a rise in complaint totals filed against the company. These complaints primarily revolve around customer service and technical support issues. While these factors are not uncommon in the industry, they highlight areas where Squarespace could improve to maintain its favorable standing. Despite these concerns, the company’s overall rating remains strong, and it continues to compare favorably to other leading e-commerce platforms. As we continue to receive comments and feedback on this review, Squarespace’s rating may evolve, but for now, it remains a reliable and competitive choice for merchants seeking a low-cost, low-commitment e-commerce solution.