Squarespace Overview

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An Integrated Website Hoster and Builder

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 Stripe or PayPal.

Squarespace Location and Ownership

Squarespace has been in operation since 2004 and is headquartered at 225 Varick Street, 12th Floor, New York, New York 10014. The company also has offices in Portland, Oregon and Dublin, Ireland. Anthony Casalena is listed as the founder and CEO of Squarespace.

Squarespace Review Table of Contents

  • Costs & Contract: Squarespace offers month-to-month pricing plans with payment processing through Stripe or PayPal.
  • Complaints & Service: Squarespace has received more than 15 public complaints.
  • BBB Rating: Squarespace has an “A+” rating with the Better Business Bureau and has received 45 complaints and 14 reviews in the last 3 years.
  • Sales & Marketing: Squarespace does not hire independent sales representatives and has not received any complaints about its sales practices.
  • Rates & Fees: How Merchants Got The Best Rates With Squarespace

Squarespace Statement Analyzer

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Products & Services Offered

  • Debit and credit card processing
  • Accounting software integration (Xero)
  • Support for digital goods
  • Custom product variants
  • Sales reporting
  • Custom tax, shipping, and coupon parameters

Types of Businesses Served

  • E-commerce
  • Personal use
  • Promotional use

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Squarespace Rates, Fees, and Costs

Key Points

Flat Rate 2.9% + $0.30
Squarespace Transaction Fee 3.00%
Personal Website Plan $16 Per Month
Business Website Plan $26 Per Month
Basic Commerce Plan $30 Per Month
Advanced Commerce Plan $46 Per Month
Early Termination Fee $0
PCI Compliance Fee $0
Equipment Lease Terms None

Stripe and PayPal Integration

Squarespace is integrated with Stripe and PayPal for its online payment processing, so from a merchant’s perspective, Squarespace’s contract terms are identical to those of Stripe and PayPal who each offer a flat rate of 2.9% plus $0.30 on all transactions regardless of card type and locality, which is a simple, transparent solution for any merchant. Squarespace also adds a transaction fee of 3% under its website plan for businesses. Squarespace’s Online Store plans for e-commerce do not include any transaction fees. A major risk of Stripe is the company’s hold policy. The majority of Stripe complaints cite sudden, unexpected fund holds placed on transactions and no quick way to resolve these issues. Stripe does not offer live customer support to all merchants, compounding the issue.

Squarespace Pricing Plans

Squarespace offers monthly plans that can be bought for a discount if paid annually. Its plans are divided into two categories: “Websites” and “Online Stores.” Website plans are basic website plans, while Online Store plans include more advanced features such as inventory management and accounting integration. The Website plans are divided into “Personal” and “Business” packages, while the Commerce plans are divided into “Basic” and “Advanced” packages. The Personal Website plan costs $16 per month ($12 if billed annually), the Business Website plan costs $26 per month ($18 if billed annually), the Basic Commerce plan costs $30 per month ($26 if billed annually), and the Advanced Commerce plan costs $46 per month ($40 if billed annually).

Additional Plan Features

Despite Stripe’s difficulties with customer support and fund holds, Squarespace scores reasonably well in this section due to the added features it provides above and beyond simple payment processing. Depending on their plan, merchants could have access to a custom online store with hosting services, SEO management, customer tracking, inventory management, shipping assistance, integrated accounting, and a large number of other website functions for a reasonable price. The plans start with a free trial, run from month to month, and merchants can cancel their Squarespace stores at any time. Given the low cost per month and the value returned, Squarespace rates much higher than Stripe in this section.

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Response from Squarespace

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Squarespace Complaints & Customer Reviews

Key Points

Total Online Complaints 15+
Live Customer Support Yes
Most Common Complaint Customer Service

Low-to-Moderate Complaint Total

Since Squarespace primarily competes with content-focused sites like blogs, most information about the company focuses on its web hosting capabilities rather than its e-commerce offering. As a result, there aren’t many negative Squarespace reviews outside of the BBB that accuse the company of scamming or ripping off merchants, and the majority of reviews about the company are from non-merchants. However, the company seems to have amassed more negative feedback over the last year. Common complaints cite poor customer service, technical issues, unexpected charges, SEO difficulties, and poor website integration. Another complainant suggests that an advertised $100 Google AdWords credit is not actually available.

Squarespace Lawsuits

We have not found any outstanding class-action lawsuits or FTC complaints filed against Squarspace. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

Squarespace Customer Support Options

Squarespace, like Stripe, does not offer live phone support, although it does provide live chat and email ticketing. This could be a problem for business owners who require access to phone support in order to feel comfortable signing up for a service. Since Squarespace is showing an increased number of complaints that specifically mention customer service issues, we have lowered its score in this section to a “B” for the time being. Squarespace’s customer service department has room for improvement if it hopes to match service levels offered by top-rated providers for customer service.

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Response from Squarespace

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Squarespace BBB Rating Summary

Key Points - BBB

Product & Service Complaints 18
Billing & Collection Complaints 21
Advertising & Sales Complaints 6
Guarantee & Warranty Complaints 0
Delivery Complaints 0

Over 40 Complaints

Squarespace is not accredited with the Better Business Bureau and currently shows a “A+” rating based on 45 complaints filed in the last 36 months, as well as 29 which have been closed in the last 12 months. 6 of these complaints were related to advertising and sales issues, 18 were due to a problem with the product or service, and 21 had to do with billing or collection. Squarespace successfully resolved 14 total complaints, while 31 either were unsuccessfully resolved or did not receive a final evaluation from the merchant.

What Merchants Say

In addition to the 45 complaints posted to Squarespace’s BBB profile, the company has also received 14 informal reviews. All of those reviews are negative in tone. One unanswered review filed against the company expresses concern about Squarespace’s convoluted cancellation policy:

Please do NOT sign up for their service. Their cancellation process is INSANE. I missed one little thing and was still charged. I contacted them and they were not willing to issue a refund.

Merchant’s should understand 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

The unanswered complaints are the primary factor lowering the company’s BBB score at this time. Given the company’s complaint total and resolution ratio, we agree with the BBB’s rating at this time.

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Response from Squarespace

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Truth In Marketing & Advertising

Key Points

Employs Independent Resellers No
Advertises Deceptive Rates No
Discloses All Important Terms Yes

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.

No Deceptive Marketing

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

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Response from Squarespace

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Squarespace Marketing Example

Squarespace Logo

Our Opinion of Squarespace

Decent All-In-One E-Commerce Platform

Squarespace rates as a reliable e-commerce solution for merchants. The company’s use of Stripe has not impacted its rating too harshly, and the low-commitment, low-cost service Squarespace provides boosts its rating even in the face of rising complaint totals filed against the company. Squarespace’s rating may change as we continue to receive comments on this review, but for now it compares favorably to the top overall e-commerce platforms.

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Why I'm Qualified to Write About Credit Card Processing

I'm a former credit card processing sales director who left the industry to start my own a small business. From the time that I starting working in the merchant services industry to when I left to write about it, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this insider knowledge to myself, so built this website to help small business owners research which service providers to use and how to save money on rates and fees. I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers here. I can help you save money with your current merchant account or help you find a new one. Message me here to get started.

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1 Review Leave Your Review for Squarespace Below

  1. MM says:

    Caution! Scam! Squarespce web site didn’t give you the 100$ Google Adwords credit you sign for when you purposing a year subscription. You enter your “credit code” on the Google Adword site and they will charge you anyway the amount in your credit card!! You haven’t any change to get a refound!!

    Attention!! Fraude! Le site web de Scarespace ne donne pas réellement le crédit de 100$ de Google Adwords prévu dans le contrat d’un an. Vous entrez le code dans Google et ils vous chargent quand même sur votre carte de credit. Vous avez aucune chance d’avoir un remboursement après!!

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