How do i file a complaint against Square Support?

[JW4624]

I have been emailing back and forth with Square Support for over a week now with no resolution. They have stopped responding to my emails now about my issue and I'm at a loss anymore on how to get it corrected and would like to file a complaint and elevate this issue but who can I email or contact to address this issue? 

There does not appear to be any contact information posted anywhere to file a complaint which seems rather convenient for them.

[sacredheart926]

You want to know nothing on the site is working non of my items are reflecting on the site. The feature section the last items that have synced are from March! I can't have this happen for my business. I have my background in making websites. I had my website built and had the app to sync with woo-commerce to Square but the syncing was annoying since I had to do a manual sync every time I uploaded an item to square which was daily. I figured hey let me just do the website with square so I know that all the items are being synced without me having to do it manually everyday. WELL BOY WAS I WRONG SINCE I KEEP SAYING this is an internal error with your hosting. But I keep getting the response of we don't have a time frame... or What is the exact problem that is happening I keep repeating myself over and over to the point I might just pull the plug with square online.  

[Sammie_C]

I am sorry to hear this has been occurring, @sacredheart926. 

When you have a moment, could you please try these few troubleshooting steps, please?:

1. Go to Account & Settings > My Business > Locations. Is the location type Mobile?

• If so, change it to Physical.

2. From Account & Settings > My Business > Locations, does every location have business hours, an email, and a phone number?

• If not, please complete all fields with valid info.

3. From Account & Settings > My Business > Locations, copy each location address into this Address Validation Tool.

4. Go to Online > Settings > General. Is the Store Information completely filled in?

• If not, please complete all fields with valid info.

5. Go to Items > Item Library. Are there two or more items with the same name?

• If so, delete or rename all duplicate items.

6. Go to Items > Categories. Are there two or more items with the same name?

• If so, delete or rename all duplicate items.

Typically when these steps are all double-checked, syncing issues are usually resolved. If not though, please let me know and I can escalate this.

[sacredheart926]

I don't know how many times I am going to be asked if all the info is filled out correct. Yes it is. If you look at the history the Square online support team "escalated" (which I believe they haven't) several times for the past month. I am paying a lot of money for a service that DOES NOT WORK!

[Sammie_C]

I understand, @sacredheart926. It is a part of our troubleshooting process to go through these steps. 

Could you please provide an item or an item link or two that are being affected? That way I can send this directly over to our eCommerce team.

[sacredheart926]

All the new products that I enter into the system are affected.

[Sammie_C]

@sacredheart926, that is understood.

In order for us to start troubleshooting, we do need an example item (either an item name or link will work). Can you please provide at least one? I will try to get this resolved for you as fast as possible.

[sacredheart926]

Celtic Crucifix 24" Figaro Chain Gold Plated is the name of the product. There is no link to provide since every time I toggle it on a day later it becomes toggled off from the online store. 

[Sammie_C]

@sacredheart926, thank you for that item.

I just chatted with one of the Engineering teams that is working on your case. They said that they are in progress of working on a fix for your site. They unfortunately do not have a timeline for me to provide, but they are actively working to get this resolved for you and they said it is at the top of their priority list.

They are both efficient and effective at getting issues resolved and at this point, we will need to just wait for more information from them. So just to confirm, this issue and your account are with the proper team and they will provide an update once it is available. We greatly appreciate your patience on this.

[sacredheart926]

So I just pay all this money for a website that doesn't work properly and your response is I just have to sit and wait????!!!!!

[Sammie_C]

@sacredheart926, my response is that our Engineering team is actively and urgently working on your website issue. I understand the frustration that comes with this, but we are doing what we can to get this resolved as fast as possible for you.

[sacredheart926]

Why is it that I even talked to a supervisor and now I am not getting any response on what the status is on my website not working.....

[Sammie_C]

Thank you for reaching out again, @sacredheart926. I am sorry you have not heard back. Typically it takes our managers to get back with sellers within 24-48 business hours. Has it been longer than that timeframe since you have heard back?

[sacredheart926]

I spoke to him on the phone and he said he gets back everyone by email very quickly. I let him know that I don't have a resolution to my problem and then it was crickets for days now. It's crazy that such a massively large business and they can't get back to the customer who is paying massive amounts of money. 

[Sammie_C]

I went ahead and sent a message over to that manager to let them know you are looking for a response, @sacredheart926. Feel free to reach out here again if you have not heard back within 24 hours.

[MCM3]

Curious if anyone has received a satisfactory result form Square/Seebly support?

[JW4624]

You can see by this thread I have been working with them for months now and our issue is still unresolved.

[MCM3]

This is NOT encouraging!

[Sammie_C]

@MCM3, I see you posted on this thread, as well! We are currently working on your situation in the thread that you sent me earlier today. What I will say, is every situation is different and we are working to ensure all issues are resolved in a timely manner. Some issues may take longer than others.

Just know, we are working to get all issues resolved that are brought to our attention, as quickly as our teams are able to.

[ksteinhartist]

Following along because I also have had terrible customer service with Square. I've been dealing with an issue for two weeks now where all of my products got deleted and they have said they could help restore them then went silent and refuse to answer any of my emails.

[lennys26]

Since the thread is already going, I will, give my personal opinion based on 2 years of experience with the Square platform in my business.

Simply put, it is my opinion that Square support is terrible. While 'advisor's' in the forums, at least on the surface, seem to try to help, ultimately things get pushed back to the others (other team/support group) and with that you can generally be assured that little will happen and little will be resolved.

My opinions:

• Agents appear to use multiple names. I have been given the very strong impression that the agents who reply to emails ([email protected]) use multiple names. Whether this is to mask their locations, hide the fact that there is not enough staff, or just to give an opportunity to drag cases out longer by having the customer repeat the same facts/problem descriptions again and again, I do not know. I have no internal knowledge, however I am very confident that the same people reply with different names.
  
  
• Escalations do not happen. Either the process is not in place for this to happen, it is frowned upon, or it is seen internally as a failure and is, therefore, simply not done. I don't know, however escalations are clearly a non-thing. I have asked more times than I can count for an escalation of a case and it has not happened. Even when dealing with specific agents who specifically asked me to request that my case/response be directed back to them for further troubleshooting and followup, it has not happened, been refused, or ignored.
  
  
• Agents either dont read the complaints or dont understand them. I am not here to pick on anyone, and I have to believe this is the fault of the process or procedures. I say this with the most respect that I can that throughout many interactions with support, I honestly believe that it is truly unlikely/impossible that members of a support environment can be so unable to comprehend simple statements, to the level that I have experienced. Due to my business situation, I have spoken both in english and in spanish to teams that presumably were in different geographic areas, and (putting aside the fact that I believe that this is still the same team and identical people), I have found that simple technical skill, reading, comprehension and knowledge of their own product is seriously lacking.
  
  
• Square appears to have little interest in the product. Feedback goes nowhere; Feature requests are unaddressed; Critical bugs are reported but completely ignored. Just look at many of the 'Ideates' that lay idle for years and/or are closed with no comments or updates -- even while the forums are rife with the same requests. In my case, I have repeatedly highlighted very clear and absolutely irrefutable mathematical errors in some of the reports provided by the system -- Think "2+2=17" obvious. Square response has been to explain these errors as 'normal' (notably not "correct"), and working as designed. The solution provided was to look at the same calculation on a different report instead, where is was ...um... more correct.
  
  
• Support does uses "distract, delay and disappear" triage methodology. When an issue or question is raised, regardless of the information provided, they will first reply with some cut&paste script with limited information, or perhaps with some misguided steps. When you reply, you may get a new person asking you to explain the problem again. Replyig to that, my experience is that no one will respond again.
  
  
• Support does not track cases. I obviously I have no direct knowledge of whether a ticketing system is used in Square, but there are no case numbers provided ...ever. Further indication of the lack of case tracking is in the fact that no one seems to ever know what was done prior, what steps have been suggested. Emails go to a standard, generic email address. On several instances, multiple cases have been open for the same issue, as incoming email replies {sometimes} appear to generate some new internal trigger [I am avoiding the word 'case/ticket'].

I have for the most part stopped asking questions, raising bugs or interacting with Support as much as possible. There is no purpose and it gets me no where.

My intention here is not to flame Support, nor in any way turn this into a "let's gang up on Support" message. That is not productive. My goal here is only to help others to not get so frustrated with Square.  

[JW4624]

Sir, 

You are spot on! Well done!