Squarespace Reviews 

Squarespace makes the pitch that you get support when you move your domain to Squarespace. I've had my website at Squarespace for maybe 5 years or more with my domain located elsewhere. My website went down for no apparent reason citing a DNS Error. I'm not sure what caused it, but working with the DNS part of a website is something I hoped to avoid. So, with the promised help advertised on the Squarespace website, I moved my domain to Squarespace and asked for help in the chat. The AI help bot served up the same referenced pages that were of no help to me before that I had been through and didn't understand. They go on to mention that they don't handle DNS unless you want to pay for help. Now, I need to go study or buy a book on creating DNS records that will help my website reconnect. This is unacceptable!

Help desk was kind and professional, but unfortunately did not provide instructions in a way that an “average” customer can understand. I was given correct information, but it was shared by the support staff in a very technical way. Also, once I sorted through the prompts and issue with AI assist (my own personal ChatGPT resource), the solution provided by Squarespace support staff was actually oversimplified and put my website and Flodesk intigration/hosting/email forwarding and authentications at risk. It was not a simple fix and without external support, what I received from Squarespace was insufficient.

It was quick and precise.
The AI assistant and later a human assistant were truly helpful. The combination worked well and was easy.
Thank you.

Square space keeps adding more AI options and yet they keep increasing prices for websites. As a business owner there now cheaper websites and less AI. I have for years disliked not being able to talk with a real person and would have to sit with chat bots to fix minor issues. Put real American back to work.

I am a big fan of Squarespace having used it for more than 10 years and in the past have received exemplary support. However, my association encountered a problem with being suspended due to the interference of someone who was not authorised. The support was deplorable as I was constantly being told that a team was looking into it. This continued for 11 days and it was only because I managed - with the help of Claude AI - to figure out what had caused the problem - that the matter was eventually resolved. I also had to contact a department that is not published to get our suspension lifted.

Thank you for your reply, which I appreciate. I do still feel your service level needs to improve. As a customer in the UK, I could not reach your help desk until mid-afternoon and not at weekends, which is not acceptable for a company with a worldwide customer base.

I had to work out what had gone wrong myself, without any help from your team, and the answer was a simple one. My identity documents had been accepted, yet I was still refused access, and it took several days to be told that I was not the assigned owner of the account. The address of the team with the authority to lift the suspension is not published, and I found it only through my own searching.

We are an association, not a business, but we were relying on the website to start our membership drive, and being held up for 11 days was very damaging. I am happy to speak to someone directly. I remain a fan of Squarespace, but I hope you will improve your response times for customers.

Pestered repeatedly (and still is, 5weeks later) for payment for an unwanted domain.
Took over 20 hours to resolve the initial issue.
Cannot contact Squarespace without hours of being batted away by an AI that does not allow contact.

I would never purchase a domain or biuld a website with this company.

Got my question answered quickly and easily, and it was easy to talk to a human rather than AI.

I love Squarespace designs and intuitive interface. The Customer Service AI bot is good, but my only thing is that it was not available to help me work on my template directly to build it, which I was disappointed. It's also a struggle to get through to customer service if the AI bot can't help.

Edit: I saw the reply from Squarespace below and the link provided leads me to the AI chat bot that didn't help in the first place. I wish I could get human support and some kind of proof that my site is now working. Sending me back through the same channel that led to me writing this review isn't helpful at all.

My website was giving my customers a certificate error - saying my site was insecure. I chatted with three different customer service reps and all three said everything looked fine on their end and gave me a link to troubleshooting. None of it solved my problem.

So basically I was out of luck and my site was unusable for a week, despite having over 1,000 people try to visit it. This cost me income and now I don't even know if it's working right since not everyone was getting the error every time.

I wish one of the agents had really looked into why I was having an issue.

The templates were not as user friendly as I was led to believe. The publishing process did not go as advertised. My site was down for over a week. Your AI chat was not able to help. Links provided did not go to the information desired. I had a difficult time getting to a human. Once there, he was quite helpful and was able to get my website active.

Poor response through AI or otherwise. You have never expressed interest in optimizing or assisting our web presence. I would be happy to talk live to someone sincerely interested in my opinion.

Squarespace uses a walled garden which means your personal AI cannot be used to develop or change anything. They came out with a cumbersome and vanilla "Squarespace GPT" that is harder to use and less personal than the early GPT days. In fact, it took me longer to wrangle their GPT into making a basic site than it took me to build it myself. There are many better options if you enjoy leveraging current technology to assist. Squarespace is far behind in technology implementation. For example, my personal AI built a functioning, fairly complex website with github implementation in a couple hours. My Squarespace project has taken weeks of refinement and is still less functional than my current host. I guess they are hoping for a surge in octogenarians wanting to hand build their websites. If you enjoyed website building in the early 2000's, Squarespace is for you. Otherwise, check out the hundreds of more capable and easier to manage platforms.

Horrible, confusing UI. AI support gives wrong answers. No help. WordPress (while awful) is about 1000x better.

It used to be good. But now I can't contact an actual human any more... just a totally useless AI chatbot. God, what a terrible experience.

Totally and utterly lost faith in this company and won't be coming back.

It’s a great platform to display your visual arts The ease with dropping down and putting things into the different sections is wonderful. I have experience in building my own website with Weebly more than 15 years ago, but this website is fantastic. The only issue that I have is how to navigate in this AI world. I look forward to having wonderful experiences with this website.

It was clear security was a priority. This was frustrating at first because we had a staff member leave and didn't know some of the info we needed. But as we went along we got there! I appreciated that at least it seemed like I was talking to a real person through email. I hope to the Good Lord that it wasn't AI. But alas, this is the world we are living in. And thus, the clear emphasis on security is comforting.

I have built very basic websites on multiple other platforms. I was very surprised how limiting your web builder was. I just wanted to move texts around, adjust pictures and so much of the time the grid made it hard to move things. And then when I didn’t like the template it sss difficult to change.
I think the whole AI thing was build with good intentions but I had a horrible experience with it and then when I tried to build one without it it was also bad.
Sorry to be so negative but I feel like it was over engineered to make things “easy” but then it still want easy and it lost a lot of the ability to design a website they way you want. I feel like I wasted a lot of time trying to some very basic things.

I can't say what it's like to build a site on squarespace, I didn't use it that way. I did buy a domain name through them and connected it to a site I built through google sites. I found the process of connecting the domain name to the site to be extremely difficult and not intuitive at all. It's not impossible to do, but if you do this, save yourself the hassle of figuring it out yourself, and get help through their chat assisstance function. The chat function was relatively easy to use and the person who helped me did a good job of helping me complete the steps I needed to do and they waited patiently as I did them.

I wish the process was easier and intuitive so I could have done it myself, I also don't care for the AI functions, but that's my personal preference.

It's nice to have AI and Live Chat with someone that is helpful, polite and professional. Especially when we might not know what we're doing!

I really dislike leaving negative reviews, but had to on this occasion. So far, two stars is generous. The experience updating my website has been dreadful. Had my site with squarespace for a few years, went to update it, which should be simple. Advice from them was to copy, amend and then go to live - simple (in principle I thought). When looking to go live, I was then advised I had to purchase a new licence as it could not use the remaining 6-months on my current licence and of course no credit. So, OK paid for new licence. Then with my site hosted elsewhere poor instructions re how to connect, DNS settings etc I felt that squarespace deliberately make this difficult as they actually wanted me to host with them and made a point of this. Support is almost inaccessible, AI that provides the same poor instructions already given, then ticket system, which again comes back with the same poor advice, not answering specific questions. it felt that any reply was given simply to get rid of the ticket to keep the numbers looking good 'hey, we cleared 99.9% of tickets today'. You cannot seem to actually speak to a real person to go through issues and get a swift resolution. At the moment my website has been down for 4 days, squarespace portal just says 'Connection in progress' and that this can take up to 48 hours, which passed a couple of days ago. Just raised another ticket to ask for an update and to check that everything is as they need re DNS settings etc only to get a reply stating that it can take up to 48 hours to reply. Very frustrating. again, I hate to leave a negative review, but come on squarespace, you can surely do better than this, when did customer orientation stop!