Square "support" won't respond

[250986]

How do we get Square "support" to respond? Today is July 29...haven't received a reply from them since July 11 despite checking in via email and chat multiple times. This is not unique, it's par for the course...sending a message to Square "support" gets the auto-reply that states they'll reach out within 1-3 business days. That has NEVER been the case in our experience...at best, a week later, we'll get a clearly cut-n-paste reply that's barely, tangentially related to a key word in our original message...then we reply and/or follow up in chat again, and wait WEEKS with zero reply whatsoever. 

If you're thinking about starting with Square or Square Online, look elsewhere...Square "support" is among the worst out there.

[Gold]

HI, try this, if you need help with your Square account please contact them directly. The team is available through live chat and by phone. The support number is 1-855-700-6000 and team members are available from Monday to Friday, 6am to 6pm, PST.

[250986]

Thanks, Terri, but it doesn't seem like you read anything we wrote. We've tried chat and phone multiple times -- all reps do is confirm contact info and then transfer to another agent, who confirms contact info and transfers to another agent, who confirms contact info and transfers to another agent, and on and one. By email, rarely if ever do we get a reply at all...if we do, it takes many weeks and is barely, tangentially related to one buzz word in our original message -- it's zero help and clearly a cut-n-paste reply. Probably a bot, in fact. Although we appreciate your reply as it helps get this post more views, we're not sure ya understand the issue we presented: Square "support" is nonexistant.

[Ellie_]

Hi there, @250986,

Thank you for taking the time to share your experience with us. We’re truly sorry to hear about the delays you’ve faced in receiving support, and we completely understand how frustrating it is when you don’t get timely or helpful responses, especially when you’re relying on us to keep your business running smoothly. We recognize that our response times and the quality of communication have not met your expectations, and that’s something we take very seriously. Please know that your feedback is being shared with our support leadership team as part of ongoing efforts to improve our service.

If you’re open to it, I’d like to personally assist in getting your issue addressed as quickly as possible. Could you please provide me with your best contact details or the case number related to your support request? We want to ensure you get the attention and resolution you deserve.

[250986]

Thanks, @Ellie_ Although it's good to see Square is faster at responding to public critiques, it's frustrating to read replies that use phrases like "we recognize that our response times and the quality of communication have not met your expectations." It's like you think "my expectations" are the problem here. It also comes across as though we're the unreasonable ones for expecting Square "support" to reply within the deadline YOU SET FOR YOUSELVES (1-3 days), let alone not receiving a response for weeks and weeks (if ever). "My expectations" are not the problem, unless you're saying Square thinks its acceptable to advertise 1-3 days when they really mean 3+ weeks (and counting).

p.s. We shared our contact details with you like you requested -- that was four days ago...haven't heard anything back at all from you or anyone. (Heads up, it's the same contact info that your colleagues ask us for every single time we've reached out and followed up about this. That's literally the only thing they do: ask for contact info, then make us wait while they transfer the chat to someone else who also asks for contact info before making us wait and transferring the chat to someone else who also asks for contact info before making us wait and transferring the chat to someone else who also asks for contact info before making us wait and transferring the chat to someone else who also asks for contact info before making us wait and transferring the chat to someone else who also asks for contact info before making us wait and transferring the chat to someone else who also asks for contact info before making us wait and transferring the chat to someone else who also asks for contact info before making us wait and transferring the chat... All we've done is provide contact info and detailed info about these ongoing issues over and over and over again in chat and via email. "Support" never does anything to help.

[Ellie_]

Hi there, @250986,

Thank you for your message, and your brutal honesty. You’re right to be upset, and you’re absolutely justified in your frustration. It’s also unacceptable that you've had to provide your contact details again and again, only to be met with silence or copy-pasted replies that don't even address your issues. I know this isn’t the first time you’ve had to escalate, and it shouldn’t be on you to chase us down. I just reached out to you in a private message, and would like to get this resolved for you entirely. 

[250986]

@Ellie_ We private messaged our contact info to you a week ago...still haven't received any reply from you or anybody else at Square. 

[250986]

@Ellie_ It took you more than a week to respond after we sent you a direct message like you asked...and since then, we've let you know more details about this issue along with other NEW issues...it's been yet another full week with zero response.  So much for your empty promise to "get this resolved for us entirely."

Were you bluffing? Inviting us to contact you directly when you actually weren't going to respond for so long that you hoped we'd just give up a go away? Like we've described, this is typical of every single interaction we've had with Square "support." Whether we email or chat or, it seems, even directly message a Square staff member who promises they'll help, we usually never get any reply at all, and in the extremely rare cases that we do (after more than a week), nothing ever comes of it -- the issues are still happening and there's no solution and no response, again, from Square. 

Definitely looking to move the 3+ square online stores we manage to another provider and definitely recommending colleagues avoiding using Square + Square Online.