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.

[JW4624]

I see, but you checked in today? Doesn't make sense to me but nothing with Square support or your complaint process makes sense to me anyway. I take it, this is just the same old Square "brush off" I've become used to. I guess this will be left up to me then and I'll just keep posting here and tagging you until the issue is resolved. You can't just brush me off that easily and consider this resolved.

I would like to submit another complaint about this process as well please. Please forward my complaint to your "complaint" office so this issue may be addressed as well or at least give me the impression someone at Square cares about their customers.

Thank you

[Sammie_C]

Correct, I did check in today because I saw that you had responded to this thread, @JW4624. The best way to ensure that I see your post is by tagging me in this thread.

We at Square do care about customer feedback and complaints. You are not being brushed off. I have responded back to every message you have sent and will continue to communicate with you until your issue is resolved. I am just asking you to tag me once you have monitored your Square Stand. I will keep an eye out for your response on if this issue is resolved. Thank you.

[JW4624]

Awesome, I will reply to this thread with my results.

Thank you

[JW4624]

@Sammie_C here are some of the results of our tracking Square Stand restarts when trying to accept payments from customers using the Square Stand. Some of which the iPad had to be completely removed from the stand and reinserted. I'm sure this is not great for the iPad and I'm just waiting for the day when my staff breaks it or the stand itself from pulling it out and having to reinsert it to get it to connect and process a transaction. This is totally unacceptable and poor service that needs to be resolved.

5/23/25 - Two restarts 

5/24/25 - Two restarts

5/26/25 - Two restarts

5/27/25 - Three restarts

[Sammie_C]

Thank you for checking in, @JW4624. I am sorry this is still occurring.

I am going to escalate this back over to our Operations team. I will keep you posted on next steps shortly. Give me til the end of the business day today. I appreciate your continued patience with this.

[JW4624]

What's the status of our trouble?

Update me please.

[Sammie_C]

Thank you for pinging me, @JW4624. I still am waiting to hear back from our Operations team on this, but I went ahead and sent another message over to them. I will keep you posted as soon as I hear back.

[JW4624]

From a customer perspective, don't you think this is a very excessive amount of time to wait and deal with an issue? I reported this issue 4+ weeks ago. 

[Sammie_C]

I do see your post here on the Square Community was posted on May 5 and I do apologize that this has all taken so long, @JW4624. When it comes to certain technical issues that involve our Engineering teams it can take a bit longer to reach a resolution. We were hoping that the fix would be included in the recent update, but understand it is something outside of that.

Just to reassure you though, I do have your case escalated to our Engineering teams and it is actively being worked on. I am continuing to keep an eye on this for you and as soon as I have more information from those teams, I will let you know promptly.

[JW4624]

Having us do updates just isn’t cutting it. Doing the same thing over and over and hoping for a new outcome is the definition of insanity. Let’s focus on the issue at hand and get this fixed for us and all customers experiencing it.

[Sammie_C]

I understand, @JW4624. There was a potential fix for your particular issue that our Engineers implemented in that particular update is why I mentioned it. Again, it is still being looked into and as soon as I hear back, I will let you know. I appreciate your patience with this and your case is actively being worked on.

[Sammie_C]

@JW4624, I just heard back from our Engineers and they noticed that it appears this issue is occurring when the Stand is not connected to power and is instead using the iPad's battery to operate.

While our Engineers are looking into this further, would you be able to keep your device connected to power during business hours? That way we can see if this issue continues to pop-up and we can narrow down what may be causing this.

[JW4624]

A bit inconvenient and not how we intended to use the stand but I’ll talk to our staff and we’ll give it a try.

[Sammie_C]

I understand totally, @JW4624. We are just trying to troubleshoot exactly what is causing this issue.

Please let me know if this seems to help the Stand stay connected and we can go from there. Our Engineers are still working on your case currently.

[Sammie_C]

Hi @JW4624! Our Engineers wanted me to check-in with you. Have you noticed if the Stand has disconnected at all while it is connected to power?

[JW4624]

I responded to this a day or so ago but can't find my original response in this thread.

While staying connected to the power cord hindered our ability to interact with customers and take orders, we still had several restarts, albeit less than when not directly connected to power. 

[Sammie_C]

Thank you for that information, @JW4624. I do appreciate you giving that a try since it was bit inconvenient for your business.

So our Engineering team has two options you can select from:

1. If you have an exact timestamp on April 24 when the issue began, our Engineering team can keep investigating.
2. If you would like, we are able to offer a warranty replacement for your Square Stand.

Please let me know whichever you choose and we can proceed forward.

[JW4624]

I am stunned it has taken this long to get to this point and it's unfortunate that this is the norm for the level of service I have come to expect from Square. You and your company should be ashamed of yourselves. 

I do not have an exact timestamp of when the issue began. I am also doubtful that a warranty replacement will fix this issue but am left with no other options. Therefore, please start the process for a warranty replacement. 

I do not consider this matter closed and will continue to respond and expect responses on this thread so others may learn and witness the poor level of service Square provides to its customers.

[Sammie_C]

Again, I do apologize for this process, @JW4624. Each case is different and depending on the circumstances of each case, can take longer than usual. I have done my due diligence to get this resolved for you and we are on our way to resolution.

I have sent your request over to our Engineering team to start the product warranty process. I will keep you posted as soon as I have next steps.

[Sammie_C]

@JW4624, I just heard back from our Engineering team and they have approved the request for a warranty replacement. The last step of this is if I could ask you do the following:

1. Sign in to your account to start the warranty claim process.

2. Select the serial number or product you want to file a warranty claim for from the list of eligible devices, or enter the full serial number (14-16 digits) and select Look up serial number.

   • If you enter a serial number for a device that is not associated with your account and is eligible for warranty, select Add this device. Once the device is added, you’ll see a confirmation message.

3. Choose a reason for the exchange from the drop-down menu.

4. Select Continue to view or edit your shipping address.

   • We recommend using a physical address for delivery, as there may be a slight delay or issues if being shipped to a P.O. Box.

5. Select Continue and enter your billing information.

   • Note: You will only be charged if we do not receive the original hardware within 14 days of Square delivering the replacement hardware.

6. Select Continue and review your shipping and billing information.

7. Select Submit claim to complete the warranty claim. You will also receive a warranty confirmation email of your warranty submission. This email will include a link to generate the prepaid shipping labels.

   • Within 14 days of receiving your replacement hardware, send us your old hardware, including all original cables and accessories. Use the same box your replacement unit arrived in, and apply the prepaid label provided in your confirmation. Make sure to remove any previous addresses and/or barcodes.

8. Enter your phone number to receive text messages with tracking updates.

Once this is all completed then you should receive your new hardware and your hardware issues should be resolved. I also wanted to provide you a Square Support article going over the Warranty and Return Process.

Just to reassure you, I will not be marking this post complete until you have received your items and you post that this has all be resolved. 

[JW4624]

Submitted warranty claim.