Looker Office Furniture

Dear [redacted] **,Squarespace, Inc(“Squarespace”) writes in response to your notification dated January **, 2017, regarding a complaint submitted to the Revdex.com by [redacted] In the notification, the complainant expresses dissatisfaction with her experience cancelling her siteIt appears [redacted] thought she had previously cancelled her site, when instead she had only disconnected her third party domainSquarespace’s instructions regarding site cancellation are clear and transparent, and you can find a helpful guide detailing the process on the following page [redacted] However, as a courtesy, we have made a one-time exception and issued a refund of $to [redacted] Please also note that our support team recently refunded [redacted] $We have accordingly refunded the $requested in [redacted] ’s Revdex.com complaintWhile we will now consider this complaint resolved, should you require any additional information, please do not hesitate to contact us.Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc

[redacted] ***Dear [redacted] ,Squarespace, Inc(“Squarespace”) writes in response to your notification dated October *, regarding a follcomplaint submitted to the Revdex.com by [redacted] (“ [redacted] ***”)In the notification, [redacted] explains that she is not satisfied with our response to her initial complaint (ID# [redacted] ).As previously mentioned, when completing the registration of her domain, [redacted] was presented with her domain renewal date, as well as the subsequent renewal fee of $Similarly, following registration, she also received a confirmation email clearly stating the domain renewal date and the domain renewal pricePlease note that users may cancel a domain within the first five days of registration and receive a full refundFor more information about cancelling subscriptions, please see this guide: [redacted] For more information on our automatic subscription renewal policies, we also encourage [redacted] to review Section of our Terms of Service, found here [redacted] The information on subscription auto-renewals is bolded for emphasisIn closing, we thank [redacted] for her time and encourage her to reach out to our Support team with any further questions or concerns regarding her Squarespace siteHowever, with regard to this inquiry, please know we will now consider the matter closed.Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc.Tell us why here

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: In the personal lpage for users to manage their account and see current billing options (attached), Source: from client log-in: home --> settings --> billing and account --> Billing --> Subscriptions --> Website (personal plan, billed annually) --> Change Billing Cycle --> "Choose a Billing Cycle for Your Personal PlanPay annually, $x months, Save 20% and get a free domain."No where on my billing cycle page does it indicate that this is only valid for the first yearI chose to pay my annual invoice as one payment in large part because of this offerThis offer of a free domain does not disappear from a user's invoice / billing page at the commencement of the first year, but remains the standard language going forwardThere is no small print, no asterisks, no "valid first year only." This offer and price still appears when I go in to manage my payment settings, and it was there when I paid my plan in full in June of In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Dear [redacted] , Squarespace, Inc(“Squarespace”) writes in response to your notification dated March **, 2016, regarding a complaint submitted to the Revdex.com by [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

Dear [redacted] ,Squarespace, Inc(“Squarespace”) writes in response to your notification dated April **, 2017, regarding a complaint submitted to the Revdex.com by [redacted] (“ [redacted] ***”)In the notification, the complainant expresses dissatisfaction with our billing processesSpecifically, [redacted] would like to activate his site under a legacy pricing planHowever, as previously noted by our Support team to [redacted] ***, his site is only eligible for our current pricingBy way of background, and as [redacted] has been reminded, [redacted] initiated a website subscription with Squarespace in His site expired for lack of payment in [redacted] subsequently requested to reactivate his websiteThe website plan [redacted] subscribed to in did not exist when he requested to re-subscribe in Our Support team explained to [redacted] at the time that an expired site can only be reactivated under a current planAs a one-time courtesy, [redacted] was given his legacy pricingHe was told that if his site expired again for any reason, only the current pricing would be available [redacted] ***’s site expired againIf he reactivates, it will be under the current pricingOur policies in this regard are also explained in this helpful guide: [redacted] .Further, as a general note, in order to keep their accounts active, customers are required to keep their payment information up to dateIf we're unable to process the credit card on file on the site’s payment date, the site is marked Past DueCustomers receive an email notification and see a Past Due banner at the bottom of their site when logged in (although this banner does not appear to visitors)We send additional email notifications to the customer every five days, and after the third attempt, days after the payment was due, the site is deactivatedYou can find more information about this process here: [redacted] Additionally, as noted in Section of our Terms of Service ( [redacted] ), customers agree to provide us with accurate, complete and updated information for their AccountsIf [redacted] does not have an accurate email address on file for his account, he can update it at any time by following the steps outlined here: [redacted] With regard to [redacted] ***’s request to allow for direct billing of bank accounts, this is not something Squarespace has offered in the past and it is not offered currentlyWhile we accept credit and debit cards as payment, other methods such as checks and direct deposit are not currently offeredAdditionally, while we offer 24/online support, we do not offer phone support at this timeWe explain our policies further in these guides: [redacted] In closing, we appreciate [redacted] ***’s feedback and do regret he has had a negative experience on our platformShould [redacted] have further inquiries, we encourage him to reach out to our Support teamWhile we will now consider this complaint resolved, should you require additional information, please do not hesitate to contact us.Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc

Hi there, Squarespace, Inc(“Squarespace”) writes in response to your notification dated May **, 2017, regarding a follcomplaint submitted to the Revdex.com by [redacted] (“ [redacted] ***”)In the notification, [redacted] explains that he is not satisfied with our response to his initial complaint (ID# [redacted] )As previously mentioned, due to his failure to pay for his subscription, [redacted] ***’s site expiredHe can restart his subscription under our current pricing plansWhile we have outlined our policies in numerous support tickets to [redacted] ***, as well as in our response to complaint # [redacted] , should he require any further information we recommend he review the following guides regarding pricing plans on how to reactivate a site: [redacted] As noted in both of the above guides, we do not allow returning to a legacy plan after a site has expiredPlease note that, following multiple email notifications to the user, sites are expired fifteen days after the subscription payment is dueWe explain this process further here: [redacted] Squarespace considers customer support a top priority, and we do regret that [redacted] feels he did not receive an optimal experience on our platformHowever, Squarespace’s policies regarding expired sites and legacy plans are clear and transparent, and, in accordance with our policies, we will be unable to honor [redacted] ***’s request to be placed on a legacy pricing planWe will now consider the matter closedSincerely, Roberta M**Director, Customer OperationsSquarespace, Inc

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] ***

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

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] I thank both square space and the Revdex.com for this speedy well executed response I feel completely satisfied

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.On a side note: When one transfers to another website builder from their squarespace website builder, it is cancelling your business with them It isn't just a transfer to a "third party domain" Thank you Revdex.com for all your help Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
It is the statement of Squarespace that billing information included in pages not normally accessed by the customer supersedes the billing information presented directly to the customer, on that customer's individual login and billing pagesHowever, the information presented by Squarespace to current customers who are managing their accounts is misleading and does not provide any redirection or further information for this secondary billing informationNone of the misleading pages have been changed or corrected with this information since the filing of this complaint
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

October *, 2016Dear *** ***,Squarespace, Inc(“Squarespace”) writes in response to your notification dated September **, 2016, regarding a complaint submitted to the Revdex.com by *** *** (“*** ***”)In the notification, the complainant asserts that Squarespace’s policy
of offering of a free domain for the first year of service with an annual website subscription purchase is misleadingAs explained below, Squarespace’s policy regarding a free domain for the first year is clear and transparent, and the user is provided ample notification leading up to the domain renewal of an impending renewal chargeOn June **, *** *** purchased an annual subscription for a Personal PlanWith that purchase, *** *** received a free domain for the first yearOn October **, 2015, *** *** took advantage of the offer and registered her free domain as *** The domain has a renewal date of October **, When completing the registration of her domain, *** *** was clearly presented with her domain renewal date, as well as the subsequent renewal fee of $Upon completing the registration of a domain, all users receive a confirmation email clearly stating the domain renewal date, as well as the domain renewal priceNote that all Squarespace Domains are set to auto-renew, and users can also see the renewal date for the domain in the Domains panelUsers receive an email days before the renewal date letting them know they will soon be charged for the domain subscriptionShould *** *** wish to the disable auto-renewal of her domain and not be charged, she may do so from within the domains panel of her siteAdditionally, as seen on our pricing page (***) in the text box that appears when you click on “free custom domain with annual purchase”, we state: “All Squarespace website plans purchased with an annual term include one (1) year of free domain registration on available domains on our cheapest pricing tierDomains registered through this promotion will renew at our standard rate after the first year.” Furthermore, as seen in our guide on Squarespace domain renewals and expiration, found here ***, you can see that “All free domains registered as of March *, 2015, are free for the first year of serviceAfter the first year, the domain will renew for $20, and we'll charge the credit card connected to your site.” As a final note, for more information on our automatic subscription renewal policies, please review Section of our Terms of Service (***)The information on subscription auto-renewals is bolded for emphasisSquarespace considers customer support and transparency a top priority, and we do regret that *** *** feels she did not receive an optimal experience on our platformWe take complaints seriously, and we will use her feedback as part of an ongoing effort to improve our product and policies.In sum, we thank *** *** for her time and encourage her 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 us.Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc

August **, 2016Dear *** ***Squarespace, Inc(“Squarespace”) writes in response to your notification dated August *, regarding a follcomplaint submitted to the Revdex.com by *** *** (“*** ***”)In her message, *** *** expresses dissatisfaction with our previous responsePlease note that in order to assist further in this matter, we have sent a message to the email address on file for the account in question requesting access on *** ***’s behalfIn our message, we explained to the user that should we fail to receive a response, we may then review site ownership and may proceed with updating the email address on file for the accountAt this time, we have not received a response from the user in question.Therefore, we invite *** *** to re-open to the her inquiry with our Support team to discuss the issue furtherAgain, our customer support contact page can be found here: *** For prompt review, *** *** should request to speak with our Trust & Safety team and reference the case #***.Please let us know if you have any additional questionsOtherwise, we will consider this matter closed with respect to the Revdex.comSincerely,Roberta M**Director, Customer OperationsSquarespace, Inc

July *, Dear *** ***, Squarespace, Inc(“Squarespace”) writes in response to your notification dated June **, (received June **, 2016), regarding a complaint submitted to the Revdex.com by Robin Greene (“*** ***”)In the notification, the complainant requests
access to the domain name “***”As explained to *** via our support channel, once we receive proper verification demonstrating her ownership of the corresponding account, we may then proceed with granting her accessOn June **, 2016, *** *** contacted our Support team regarding the site *** *** alleged that she was locked out of her Squarespace account as a result of a dispute with an ex-boyfriend, and requested to gain control of the domain ***Please note that the email address *** *** used to contact our Support team did not match the email address on file for the Squarespace account in question, and so *** *** was not verified as the account ownerAfter a series of messages, her case was escalated to our Trust & Safety team for further reviewOn June **, 2016, our Trust & Safety team explained to *** *** that while Squarespace is not able to mediate external disputes on behalf of our users, we could grant her access to the account in question if, consistent with our policies, she was able to verify account ownership by (1) responding to our message from the email address that was previously on file for the account in question, and (2) providing a copy of government-issued identification (i.edriver's license or passport)To date, *** *** has not provided our Trust & Safety team with the aforementioned documentationHowever, should *** *** seek to proceed further with her inquiry, she can reach out to our Support team at any time and reference the case #***Should she successfully verify ownership of the account in question, our Trust & Safety team would be happy to grant her account access so she may log in to make any necessary changesSquarespace considers customer support a top priority, and we do regret that *** *** feels she did not receive an optimal experience on our platformHowever, with respect to her case, we acted entirely in line with our standard company policies, which are fair, customer friendly, and are designed and implemented to ensure the safety and security of all our usersAdditionally, please note that verification of account ownership is necessary in order for Squarespace to comply with federal privacy laws and our Privacy Policy, found here ***We trust this letter resolves the complaint, but should you require any additional information, please do not hesitate to contact usSincerely, Roberta M** Director, Customer Operations Squarespace, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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,
*** ***

** August Dear *** ***, We have received your correspondence dated August *, regarding a customer complaint about our business, and we have reached out to the complainant regarding his complaint and refund requestAs discussed below, we have issued the complainant a refund, and
advised him that his credit card may have been compromisedThough there is no Customer Account record or Customer Service ticket associated with the complainant’s name or contact information as listed in your notice, following an internal investigation we discovered that complainant’s credit card had been charged on multiple occasions to purchase Squarespace accounts that are apparently unrelated to the complainantUnfortunately, the charges are consistent with credit card fraudWe emailed complainant on Friday, August *, to make him aware of our findings and to let him know that we have refunded all charges to his credit cardWe also advised him to cancel his credit cardFinally, we have canceled the accounts charged to complainant’s credit cardSincerely, __ Roberta M** Director, Customer Care Squarespace, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Im still sticking to my statement, and I think its ridiculous and shady that SquareSpace will not give me a refundThe link that SquareSpace gave me to export my photos is brokenI also tried going back to my account and I'm not allowed to access the pages to at least save the photosAt this point I just want all of this to be overMy photos shouldn't be held hostage
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

July **, 2016Dear *** ***Squarespace, Inc(“Squarespace”) writes in response to your notification dated July **, 2016, regarding a complaint submitted to the Revdex.com by *** *** (“*** ***”)In the notification, the complainant expresses frustration with
our account verification policiesAs explained to *** *** via our Support channel, we cannot grant her account access without proper demonstration of account ownership.On July **, 2016, *** contacted our Support team regarding the site *** *** *** explained that she did not know the login information for the site, and requested to either be granted account access, or to be informed of the email address on file for the account*** *** also expressed concern that a former employee may have hijacked the accountPlease note that the email address *** *** used to contact our Support team did not match the email address on file for the Squarespace account in question, and so *** *** was not verified as the account owner.Within an hour of *** ***’s inquiry, our Support team responded explaining that, for security reasons, we could not reveal the email address on file for the account, however she could send a recovery email to the address on file by following the steps in this guide: ***As a note, site ownership is generally determined by the information listed on the Squarespace account under “Owner”The person who created the account is generally the Owner, unless they otherwise transferred this permission themselvesFor further information on site permissions for Squarespace accounts, we have a helpful guide here: ***With this in mind, *** *** may wish to contact the owner of the account in question to discuss her site permissionsFor reference, we also have a guide ontransferring site ownership here: *** While we cannot get involved in disputes between parties regarding site ownership or payment, to assist *** *** further, we are willing to act as a neutral conduit between her and the site ownerShould *** *** have a message she would like us to pass along to the account owner requesting site access, she may forward it to our Trust & Safety team for reviewFor reference, our customer care contact page can be found here: *** Squarespace considers customer support a top priority, and we do regret that *** *** feels she did not receive an optimal experience on our platformHowever, with respect to her case, we acted entirely in line with our standard company policies, which are fair, customer friendly, and are designed and implemented to ensure the safety and security of all our usersAdditionally, please note that verification of account ownership is necessary in order for Squarespace to comply with federal privacy laws and our Privacy Policy, found here *** We trust this letter resolves the complaint, but should you require any additional information, please do not hesitate to contact us.Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc

To Whom It May Concern,Squarespace, Inc(“Squarespace”) writes in response to your notification dated September **, 2016, regarding a complaint submitted to the Revdex.com by *** *** (“*** ***”)In the notification, the complainant expresses dissatisfaction with emails he
received from ***.Initially, please note that Squarespace did not create the content at issue (see ***, 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 *** *** resolve the matter directly with the site owner.With regard to our policies, as you can see in our Privacy Policy, found here ***, 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 PolicyAs a note, it appears that *** *** 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 *** *** 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 ***Squarespace takes complaints, and any alleged violations of our Terms of Service (***), very seriously.In sum, we thank *** *** 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 us.Sincerely,Roberta M**Director, Customer OperationsSquarespace, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[SQAURESPACE Inc will put anything in Section that bests benefits SQAURESPACE IncI paid from 1/*/to 5/*/16, that is months but they only refunded me for monthsSQAURESPACE uses big words in their terms to rob customersSQAURESPACE closed my website because I complained and refused to give me a full refund of everything I paid SQAURESPACEThey still owe me $USD]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***