Hi there -
In your service agreement it states the following:
24/7 Email Support – Squarespace offers customer support 24 hours a day, 7 days a week. Our entire customer care team is based in NYC and typically responds to help request in under 20 minutes. Over one-third of our entire company is dedicated to customer support.
Now I'm not sure if I did something wrong, but I have not received an answer to my query which I logged more than week ago on the 17 July. And looking at the other queries it looks as if I'm not the only one. I stopped on page 12.
Please could you refund all the members a percentage of their contribution that would be considered fair as we are not getting what we are paying for? I suggest a free upgrade, or maybe a couple of months free extension to the service.
I personally am paying for 2 websites and have recommended the site to a few friends who are now also as a result of my referral paying members. I don't believe it is fair, especially that this is my 2nd question since I joined in May.
Looking forward to your response.
A frustrated user.