Struggling with Google Free & Local Product Listings – Poor Support Experience

[agalmaus]

Hi everyone,

I’d like to share my frustrating experience trying to set up Google Free and Local Product Listings with my Square Online store. It’s been over two weeks and I still don’t have a solution.

From the beginning, I followed every step outlined in Square’s own help article. My online store is published, I added a contact page with all required details, I set up shipping and return policies, and my Google Merchant Center account is active and verified. Yet the option to enable Google Product Listings never appeared in my Square dashboard.

When I reached out to Square Support, I received a variety of random and contradictory answers. For example, one agent told me:

“We don't provide SEO consultation for Square Online in our Support Center. For more information on SEO for your specific website's needs, we recommend consulting an SEO expert.”

Another time I was told:

“Got it, thank you so much for that information. While I address general support inquiries, you’ll want to speak directly to a Square online specialist for help with questions about your online account. Let me transfer you with our Square online team to better assist with this situation. I will transfer you, are you ready to be transferred?”

And then again:

“I want to ensure you're receiving the proper attention to your issue and that will require me to transfer you to our dedicated team that specializes in these issues. I know this can be an inconvenience and for that I apologize.”

This has been the ping-pong technique: every time I explain the situation, instead of investigating, they transfer me to another agent. After hours of waiting, I have to start all over again from zero. This loop repeated across multiple sessions with no progress.

I even tried asking for help on X (formerly Twitter). At first, I got a reply, but then the responses stopped, and the issue was left hanging once again.

This lack of consistent, informed support is not only exhausting, it’s disrespectful to the time of small business owners who are trying to grow their sales channels. We rely on these integrations to compete, and being bounced around without resolution is simply not acceptable.

I’m sharing this here in hopes that others who have faced the same issue can add their voices, and that Square takes this matter seriously. We need clear, direct answers and proper escalation paths — not generic responses or endless transfers.

Thanks for reading, and I hope this sparks a constructive discussion.

@support 

[Ellie_]

Hi there, @agalmaus,

Thank you for taking the time to share your detailed experience. I want to sincerely apologize for the frustration and inconvenience you’ve faced while trying to set up Google Free and Local Product Listings with your Square Online store. Your feedback is incredibly important, and I completely understand how exhausting it can be to go through repeated transfers and inconsistent information without seeing progress.

It sounds like you have done everything by the book, publishing your store, setting up necessary pages and policies, and verifying your Google Merchant Center account, and yet the key option simply isn’t appearing in your dashboard. This is clearly not the seamless experience we aim to provide.

I also want to acknowledge the confusion caused by receiving conflicting responses from our support team. That ping-pong effect you described is far from the kind of consistent, expert help every merchant deserves. To work toward a solution, can you please provide us with a link to your site?

[agalmaus]

Hi Ellie,

Thank you again for your support. I want to let you know that I’ve tried to post the requested details multiple times, but every time I publish, the system automatically deletes my message. I’ve rewritten it in plain text, without formatting, links, or special characters, but the post still gets removed.

This is preventing me from sharing the information you requested (such as my Merchant Center ID, store link, and Business Profile). Could you please advise on how I can provide these details without the system deleting my post?

If it’s easier, you can also contact me through the email address attached to my Square profile.

Thank you for your understanding and help.