I'm extremely frustrated with the service we've received from Square/Weebly and I’m reaching out to this community in hopes of finding some resolution or at least sharing my grievances.
We started working with Square Online on May 16th, expecting a smooth setup and functional website. However, since May 26th, we've been facing continuous issues, and despite countless interactions with support, we still don’t have a functioning website.
Each time we contact support, we are assured that the underlying issue has been identified and will be resolved within 24-48 hours. Yet, nothing changes. When we follow up, we're either ignored for days or passed to a new representative, causing us to start the process over from scratch.
To make matters worse, our domain, which was officially transferred to Weebly on May 29th, is not discoverable. The server cannot be found, and it shows as a "not secure" page when using the link provided in editor for viewing purposes on my end. This downtime has caused us to lose out on sales and negatively impacted our online visibility, as Google updates show we're missing out on numerous searches due to the website being down.
Adding insult to injury, it turns out that one of the representatives was using ChatGPT to respond to our issues. I was literally having a conversation with a robot instead of getting support from a qualified professional. This is inexcusable and unacceptable on every level.
The last straw was when support claimed that the reason we're receiving these error messages (see screenshots at end of thread) was due to bad SEO. This response was completely unhelpful and misleading, as our issue is with the website's functionality, not its search engine optimization.
To move back to our old web host, we now face an additional $10.99 fee to transfer the domain.
Not only are we starting back at square one but we're also paying for it. Our customers are growing anxious, and this unresolved situation is damaging our business.
Has anyone else experienced similar issues? How were they resolved? Any advice or shared experiences would be greatly appreciated or if we are doing something wrong I would love to understand and fix it.
Thank you,
Cindy.
Wow, it worked! You (and your web developer friends) are absolute heroes! It still shows as not secure but honestly, that's the least of my concerns right now. What is the next step?
@RobynR please read our entire thread here. On Thursday, I reached out to Adam in the Champions lounge. He reset a few things and we have now waited over 5 days with no satisfactory results. This is the third time that I’ve been involved in waiting at least 48 hours, and more! Adam confirmed that this is unusual but they hoped that what they did would fix this. It did not. I updated my thread in the Champions lounge and am waiting to hear back. @CynthiaPierce already knows (as she mentioned multiple times in this thread) that she needs to wait 24-48 hours after making such changes. She has done that numerous times. What we need now is someone to figure out why the changes are propagating to SOME DNS servers but not to all. I have confirmed that her DNS is not propagating to Google, OpenDNS, and CloudFlare, three of the most used in the United States.
@CynthiaPierce does not need to wait again. She has waited sufficiently as evidenced by all of the work we have done together in the past week. It’s time to quit the insanity of doing the same thing over and over again and expecting different results. It’s time to investigate.
Big gun time. @isabelle @Pesso @maxpete
Can one (or all) of you get something moving, after of course checking in with Adam? I’ve spent a lot of time here to no good result. I’m about at the end of my level of incompetence here, having exhausted every trick I know. There is something extremely strange and frustrating going on here. The usual tricks (which include waiting) do NOT work and suggesting that we just keep waiting is, in fact, insulting to me and to @CynthiaPierce. The ECOM team needs to take this very seriously, IMHO. I’m not seeing that level of commitment here. Sorry for the frustrated bluntness but if you read this thread from beginning to end, I think I can be excused for feeling a little slighted here.
@CynthiaPierce Since you have now waited 6 days (which is more than the 48 hours) I guess you’ll need to get on the phone with the ECOM team. You’ll want to mention everything that we’ve done together, and that you were told to wait 48 hours AFTER you had waited 6 days, which seems odd but true. Hopefully someone there can figure this out. I’m sorry you are being asked to be patient, after being more than patient, and I’m sorry that you are being asked to wait.
@RobynR Please pass on to the ECOM team that @CynthiaPierce HAS waited 48 hours. She has waited 6 days since Adam made some modifications. Since six days is definitely longer that the required 48 hours, I hope that they can actually do something now other than tell her to wait another 48 hours.
@CynthiaPierce I’d love it if you would come back here and update me on what has happened. I’ll admit that this issue wins the prize for the most frustrating one I’ve ever dealt with in all my years with Square. It would be less frustrating if we weren’t being told we hadn’t waited 48 hours after we had waited 6 days. But, I’m going to have to throw my hands up in total frustration.
My apologies for this circus.
@BernadetteA I’m going to add one insight. Some of them DO have, so DNS records are only in limbo for SOME. For example, register.com has DNS and can resolve the IP address. So do/can AT&T, HiNet, Securolytics, and Yandex. But others can’t — Google, Comodo, AdGuard, CloudFlare, OpenDNS, Verisign.
The inconsistency is weird and frustrating. That’s what made me think that this might be exacerbated by an incomplete transfer of the domain to Square — that there are conflicting records out there somewhere. But, that’s just a guess.
