Looker Office Furniture

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:

[Your Answer Here]
 
 Hello, As I have previously mentioned, and for some reason continues to be a circular topic, we are the account owner. We created the account using an email from our previous operating name. Every email account from Graphic Fusion Design has been deleted. So I am asking Squarespace for alternative options of account verification because the email used to create the owner account does not exist any longer. Squarespace is refusing to help us access our account. Also as I mentioned before, I am not the account owner, and I am emailing from my personal work email so OBVIOUSLY it won't match anything on Squarespace. Please provide alternative methods for proving account ownership. As a note, I will not let this complaint close without receiving proper assistance so I recommend that someone over there provide a method for which we can verify that we own the Fusion Squared account. 
 
 
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 April **, 2017, regarding a complaint submitted to the Revdex.com by [redacted] (“[redacted]”). In the notification, the complainant expresses dissatisfaction with our billing...

processes. Specifically, [redacted] would like to activate his site under a legacy pricing plan. However, as previously noted by our Support team to [redacted], his site is only eligible for our current pricing. By way of background, and as [redacted] has been reminded, [redacted] initiated a website subscription with Squarespace in 2015. His site expired for lack of payment in 2016. [redacted] subsequently requested to reactivate his website. The website plan [redacted] subscribed to in 2015 did not exist when he requested to re-subscribe in 2016. Our Support team explained to [redacted] at the time that an expired site can only be reactivated under a current plan. As a one-time courtesy, [redacted] was given his legacy pricing. He was told that if his site expired again for any reason, only the current pricing would be available. [redacted]’s site expired again. If he reactivates, it will be under the current pricing. Our 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 date. If we're unable to process the credit card on file on the site’s payment date, the site is marked Past Due. Customers 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, 15 days after the payment was due, the site is deactivated. You can find more information about this process here:[redacted]Additionally, as noted in Section 1.1 of our Terms of Service ([redacted]), customers agree to provide us with accurate, complete and updated information for their Accounts. If [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 currently. While we accept credit and debit cards as payment, other methods such as checks and direct deposit are not currently offered. Additionally, while we offer 24/7 online support, we do not offer phone support at this time. We 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 platform. Should [redacted] have further inquiries, we encourage him to reach out to our Support team. While 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.

We have received your correspondence dated October **, 2015 regarding a customer complaint about our business. We have investigated the complaint and deny the customer’s request for a refund. The complainant, [redacted], created a free trial on December **, 2014. Fourteen days later, the free...

trial automatically expired on January *, 2015, as is customary for any free Squarespace trial site. Two days later, on January *, 2015, [redacted] requested that Squarespace extend his free trial period. Squarespace granted [redacted]’s request for an extension of his free trial. His second free trial then expired eight days later, on January **, at 1:51:27 AM EST. On January **, 2015, four days following the expiration of [redacted]’s second free trial, [redacted] logged into his account, selected a monthly subscription to the Squarespace Professional Plan ($20/month), and entered credit card information on our checkout page to complete the purchase. Our purchase flow is clearly explained on the checkout page, which is completely separate from the free trial sign-up process. After entering his credit card information on the checkout page and confirming his purchase, [redacted] received an additional email from Squarespace, confirming his purchase of a subscription to the Squarespace Professional Plan, at a payment rate of $20/month. After purchasing his subscription, [redacted] was charged eight monthly service fees of $20 each for the Squarespace Professional Plan, from January ** through August **, 2015, totaling $160. [redacted] logged into his site on September *, 2015, and cancelled the subscription. Less than an hour after canceling, he contacted our Customer Support team requesting a full refund. However, [redacted] did not reply to two requests to verify his account ownership. Such verification of account ownership is necessary in order for Squarespace to comply with federal privacy laws and our Privacy Policy. [redacted] now claims, erroneously, that Squarespace requires credit card information upon creation of a free trial site. This is a false statement, it is not our business practice, and customers are able to create free trials without providing credit card information. Customers are only asked to provide credit card information when they are ready to purchase a subscription plan. [redacted] is also requesting a refund of $195, which is $35 more than the total amount he was charged. Based on the above information, we are denying [redacted]’s meritless request for a refund. Should you require any additional information, please do not hesitate to contact us.

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 log-in page 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 Plan. Pay annually, $8 x 12 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 year. I chose to pay my annual invoice as one payment in large part because of this offer. This 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 forward. There 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 2016. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 .

December **, 2015Dear [redacted],Squarespace, Inc. (“Squarespace”) writes in response to your notification dated December *, 2015, regarding a complaint submitted to the Revdex.com by [redacted] (“[redacted]”). As a note, we have have responded to all inquiries sent directly to...

our customer support team by the complainant regarding our services. In your notification, the complaint alleges false advertising practices with regard to our domain and account subscription services. For the reasons set forth below, the complainant’s complaints are without merit, and we decline to process her request for a refund.On October **, 2014, [redacted] signed up for a Squarespace Personal Plan, billed at $10.00/month. Later that day, [redacted] cancelled her monthly subscription plan and switched to an annual plan. As a result, [redacted] received a prorated refund of $9.96 for her monthly plan, and then was correspondingly billed $86.04 for her new yearly Personal Plan subscription. The plan was set to renew one year later, on October **, 2015, for $96.00. With this annual plan, [redacted] received one free custom domain. To take advantage of this offer, [redacted] registered the domain [redacted]On October **, 2015, [redacted]’s subscription for Squarespace services, as well as the domain [redacted], were set to renew. In her complaint, [redacted] incorrectly notes that this renewal invoice was for $100.00. However, the Squarespace annual plan renewal cost was $96.00, while the domain was free of charge. Furthermore, [redacted] seems to have erroneously deduced that the $96.00 bill was solely for the renewal of the domain, and not for Squarespace services. For reference, please note that Squarespace website pricing plans are displayed clearly on this page: [redacted]. On October **, 2015, [redacted] failed to make the renewal payment, and her account was marked Past Due. When an account is Past Due, users receive an email notification and see a Past Due banner at the bottom of their site when logged in. Fifteen days after the payment is past due, the account is deactivated. Accordingly, on November *, 2015, [redacted]’s account status was changed from Past Due to Expired.On December *, 2015, [redacted] contacted our support team. In her message, she expressed confusion regarding the renewal fee, and again erroneously stated that she paid $100 for her domain. Moreover, she inquired whether she could take her domain to a different site. In response, our customer care agent pointed [redacted] in the direction of our Squarespace pricing page, and also provided helpful information for transferring a Squarespace domain to another provider. In her recent complaint, [redacted] references a change in our domain policy. Currently, after the first year of domain service, users can renew their domain for $20.00. This policy applies to free domains registered starting March *, 2015. In [redacted]’s case, because her domain was registered prior to the aforementioned date, her free custom domain was part of a legacy plan and therefore she did not have to pay this $20.00 annual domain renewal fee. In short, she would have received her domain renewal for free. [redacted]’s complaint also displays confusion with regard to content ownership on Squarespace. As seen in Section 3 of our Terms of Service ([redacted]), our users grant us a limited license to host and use their content in order to provide them with Squarespace services. However, it doesn't grant us ownership of our users' content. In short, our users remain the owner of their own content. [redacted] can export her photos, and other content from an active Squarespace site, by following this guide: [redacted]. For further assistance with regard to exporting content, [redacted] should feel free to contact our support team. Squarespace considers customer support a top priority, and we do regret that [redacted] experienced confusion with regard to her domain and our subscription services. However, [redacted] has been using our services to host her website for the past year under the well-documented annual subscription fee. In closing, based on the above information, we deny [redacted]’s request for a refund.With that said, we would be happy to correspond with [redacted] if she has any further questions or concerns. Should you require any additional information, please do not hesitate to contact us. Sincerely,[redacted]Director, Customer OperationsSquarespace, Inc.