Unbelievably Dissatisfied with Support

[Tetra]

I have been chatting and talking with agents, both human and AI for HOURS trying to resolve my issue.  Square generates a page where customers can buy gift cards.  It looks unprofessional, repeating the header twice.  

None of the agents know how to fix it.  They just pass me off from one agent to another.  The last one said it would update properly in two hours.  Nope.  I have integrated my business with this product and it will take a lot of time and energy to start another platform.  I would never recommend square to anyone!

[kacey_k]

Hi Tetra! Fellow Square seller and Square Champion here. ❤️

First, I completely understand your frustration, especially after spending HOURS speaking with multiple support agents and still not getting a resolution.

I’ve been with Square for years, and while I genuinely appreciate the platform and everything it offers small businesses, I also believe we need to be honest when the support experience falls short.

Being passed from agent to agent, repeatedly explaining the same issue, and being given timelines that don’t result in a fix is incredibly frustrating. Our time as business owners is valuable, and we shouldn’t have to spend hours chasing solutions to problems we didn’t create.

Regarding your gift card page, I’m curious if the duplicate header is appearing on both mobile and desktop. Also, have you checked whether the business name or branding is being pulled from your Square Dashboard settings versus your gift card page settings? I’m wondering if there could be a conflict between the two.

If everything looks correct on your end, I’d recommend requesting a technical escalation specifically for the gift card page rather than continuing with general troubleshooting. I’d also ask for a support case number so you have a record of the issue and previous conversations.

I truly hope Square takes this seriously. Small business owners invest far too much time, money, and trust into these systems to be left without meaningful support.

Being a Square Champion doesn’t mean defending every aspect of Square. It means advocating for the sellers who rely on it every single day.

Please keep us updated. I’d love to hear if you get this resolved! ❤️

[Tetra]

My problem was finally resolved but it was based on a solution that I presented, not the agent helping me.  It was duplicating the header because it was embedding the e-gift card page within another page.  The gift card page has a header and the page it was embedding it into also had a header. I said to the agent, can the gift card button from the home page just link to the standalone gift card page, ie. don’t embed it.  And it worked. 

From a web design perspective this is basic, and I thought they were working on how to change the way it was filling the generated page. It was an easy fix, but I HAD TO SUGGEST IT!  No one from technical support could see this?  Keep passing it to someone else, who also doesn’t know what to do.  This was a basic, and easy fix that I had to figure out and tell the support agent what to do.  

And certainly this problem has occurred before, but every agent was perplexed.  And who knows if this fix was shared with the rest of the support team.  I get the impression that the agents are working largely independently, don’t really understand the platform, and probably are consulting AI. 

The next time I have a problem, I’m going to block out at least 3 hours to deal with support.  Can square reimburse me for my time? I’m $80/hr.