Sharing Frustrations About Square Support

[healing606]

The title of this thread has been edited by a Square Moderator from the original: contacting support in English and where can I share my frustration?

Square has the worst customer service! I spent over an hour on the phone asking how to do a simple report that no one was able to help me with because language was a barrier. Not until I was transferred to someone in the US after over 90 minutes of being put on hold repeatedly because the support people don't know the POS system or understand what I was asking. I was sent over to a lovely woman who called me back with the answer to my question so I would not have to wait on hold any longer. Who is accountable? Who can we call to fix this?

[Sammie_C · Accepted solution]

Hi @healing606, thank you for reaching out.

We are very sorry to hear about your experience, but are glad that you were finally able to get support.

Here on the Community we have limited account specific abilities, but what I can do is I can send over a complaint for you to our Complaints Team on your situation. If you have any additional details you would like me to include, please feel free to post them here and I can add them to that complaint.

I also can help with any other questions or concerns you may be experiencing with any of our products or services and I can do my best to get that figured out for you, as well.

[healing606]

Please send the complaint form. It is ridiculous how your company handles support.

[Sammie_C]

I do appreciate your feedback. I went ahead and sent your complaint over to our Complaints team. Again, I do apologize for the negative experience you had. Feel free to reach out here anytime and I can see how I can help.

[mitin]

Hi @Sammie_CI wanted to share some honest feedback regarding my experience with the support team. To be transparent, I’ve reached a point where I’m hesitant to call in because, in my first year, I struggled to get issues fully resolved—they were often misunderstood or categorized as 'feature requests.'

I really value the platform, which is why I’m sharing this. I believe there is a great opportunity for Square to look at the support structure to ensure sellers are getting the technical depth they need to keep their businesses running smoothly.

[Sammie_C]

I really appreciate hearing your feedback as well, @mitin. It makes me sad to hear that this has been the situation though. All across Square we strive for our Customer Support teams to be as trained for any potential issues (with solutions) as possible.

Just as with @healing606, I can definitely send over a complaint for you, and hopefully that can help implement some change.

In the meantime though, please feel free to tag me in any inquiries you may have and I would be happy to help.