Squarespace plays game of Customer Keep-Away!
January 18, 2019

Squarespace plays game of Customer Keep-Away!

Alicia Kramer | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Squarespace

I have used Squarespace to promote my graphic design business for four years now. My small organization benefits from having a web presence and Squarespace is the platform that we currently use. A web presence allows clients to see our past work to make an educated decision whether to hire us! Setting up our Squarespace site had its issues but we learned to work with the template constraints - we are designers after all so we always want to finesse design elements!
  • Allows for quick site building through their templates. If you work quickly, you can build a site in about a day.
  • I believe their demographic includes people just entering the web so the interface is simple (sometimes too much) and easy to learn.
  • They have customization options if your business expands from a simple site to online purchasing.
  • The designs are very clean and simple which allows for a professional look.
  • If you have a problem, customer service plays a game of keep-away! With only the option to chat or email, the contact person at Squarespace changes every time. So... everytime you have a question or response to a querie, you get a new person who doesn't have the thorough history. Squarespace says they share the information... but the representative would need to actually read the history and I don't believe they do.
  • If you don't auto-renew (which I don't like as I want to acknowledge this purchase every year), your account may go dead in an instant. To get things sorted out, you enter Customer keep-away and it can be days before a resolution is made.... Days!
  • Customer care..again... The turnaround time for a response has been no shorter than 24 hours! A ridiculous amount of time in this day and age. If you ask a question during the email thread, it will cost you another 24 hours.
  • The marketing for their product touts a quick and efficient response time for customer care. This is simply not true for the average, smaller client.
  • If one is not familiar with website developement, it can be daunting to create a site, even if you use their templates. Since there is no live person to answer immediate questions, you must watch (and re-watch) their videos. Some times there is a question they haven't answered with a video and it is hard to resolve this with only chats or email.
  • Positive in the way that our organization has a web presence. I felt that Squarespace was a good decision because of its expandability to a more complex site if we ever needed it.
  • Dealing with customer care has been a big setback timewise. I don't feel as though Squarespace cares about my business when they don't respond in a timely manner.
Squarespace had a very professional profile. They advertise on our local NPR station so I felt their values were similar in a way Their templates at-a-glance seemed user-friendly. Their marketing states that customer service is 24/7 with under an hour response time. All of this made for our decision to use them.

I am not happy with our choice not only from the customer care perspective as I have mentioned (a lot) but also in the process of setting up our website. It was challenging and with no real help from them, it took much longer than expected. I am very surprised at how unprofessional their response time is. I would be in deep trouble if my site included an online store when I need help.
Well suited for a novice web person who has a basic static site.

Not well suited for a more complex site because if any issue arises (and they do with complex sites or online sales), Squarespace simply does not expend the time or energy on their customer care to retain clients.

Squarespace Feature Ratings

WYSIWYG editor
9
Code quality / cleanliness
9
Admin section
4
Page templates
10
Library of website themes
9
Mobile optimization / responsive design
10
Publishing workflow
Not Rated
Form generator
Not Rated
Content taxonomy
4
SEO support
8
Bulk management
Not Rated
Availability / breadth of extensions
8
Community / comment management
4
Internationalization / multi-language
Not Rated
Not Rated
Role-based user permissions
Not Rated