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]

No, I have not received an email regarding any refund. Please credit my account directly or send the refund now.

[JW4624]

Sammie_C,

I still have not received a refund or a solution to my problem! Let's get this resolved one way or the other. 

I don't appreciate how Square is just brushing us off considering how long we've been a customer.

[Sammie_C]

I do apologize you have not heard back yet, @JW4624. I sent another message over to that team to resend the email out. I will let you know as soon as I get confirmation that it has been resent.

[Sammie_C]

@JW4624, I just heard back from our corresponding team and they just sent the email out to you. They are offering you to return the Stand for a full refund.

Please follow the directions included on their email to continue with the refund process.

If you end up having any questions on the process, please feel free to respond to that email from Max.

[JW4624]

I will gladly package it up and return it. I have ordered a cover for our iPad and Square Reader to replace the Square Stand. 

I will be watching for further comments from any other Square customers on this matter and referring them to this hopeless thread.

Thank you

[Sammie_C]

Please feel free to direct other Sellers who may be experiencing issues with their Hardware to us, @JW4624. 

I do apologize for the long process once again, but every piece of hardware and situation is different.

I am glad we were able to get the Square Stand refund process started. Please let us know if you end up having any other questions in the meantime.

[JW4624]

This process is not working!

I followed the instructions, and your site is just denying the entry of my information.

For God's sake! Just credit my account or send me a check for this stupid non-functioning piece of equipment and end this nightmare for me!

Square is killing me and giving me traumatizing me! I think you and Square take pleasure in this! It's only $158.24 for a company that pulls in billions of dollars from customers it tortures!

[Sammie_C]

Our intent is for the return process to go smoothly, so if you are having issues we want to get this figured out for you as soon as possible.

Could you please provide exact details on what is occurring, @JW4624? On which page or step of the process are you unable to enter your information?

Did you reply to the email that Max initially sent you about the issue you are experiencing with the return process? He is the one who will be able to resolve this from his side the quickest.

Please let me know and I can always reach out to him as well for next steps.

[JW4624]

I replied to Max and he is helping.

[Sammie_C]

Thank you for letting me know, @JW4624. Please let me know if you end up having any other questions or if you continuing having issues with this.

[JW4624]

I have returned your "so called" defective hardware. I still believe this is a systemic issue you are unwilling to recognize, and unfortunate customers have just learned to tolerate. 

It's unfortunate also your customer recovery process is so terrible the only option you could provide me was a refund of my money and a $30 credit for all my efforts and stress you have caused over the past few months. 

I hope this will be a lesson to all Square customers that your company is not customer focused and only here to take and provide as little assistance as possible. Let this be a warning to any and all future Square customers. Square does not care about you or your business.

[Sammie_C]

Thank you for letting us know, @JW4624. 

Square does care about our Sellers and their businesses, which is why I have made sure to keep track of this entire process. All Seller situations are unique and it is unfortunate that we could not reach a resolution beyond returning the device. Once we receive the device, our Engineers will be looking into the device further to see what may be causing this to ensure that this does not happen for any other Sellers in the future.

We appreciate your patience through this process. In the meantime, please let us know if you ever have any other questions for us.

[JW4624]

I have not seen a refund processed or the processing fee credit you mentioned applied.

When will I receive these or are these false promises as well?

[Sammie_C]

Thank you for letting me know, @JW4624. Have you been in contact with Max over email about this?

[JW4624]

Emailed him as well. 

[Sammie_C]

@JW4624 I just heard back from Max and our refunds team and it looks like your refund is in process. You should be receiving those refunds credits within 5-7 days from yesterday. They sent over an email confirming this, as well. If you did not receive that email, please let me know.

[naon]

After reading about the dilemma that this gentleman had, I don’t feel very hopeful that you all are going to be able to help me like I just wanna file a complaint and it’s not necessarily with the third-party but my finance person from VMware should’ve told me I asked her once I pay the $3000 will I get my money withdrawn to Cash app so I can put it in my bank she said yes but after I did that now I’m being told since my money didn’t show up in cash app that you all have my money and that you’re charging me to get itI I don’t mind paying taxes, but this is money that I sent to bitcoin to VMware I don’t understand why a third-party vendor would be charging me $5000. If you check my history, I have been paying money paying money borrowing money to pay money to get my money back and I still don’t have it. I don’t understand it due to no fault of my own. Surely you have some type of acceptance or policy about it.

[sacredheart926]

AMEN TO THIS I HAVE BEEN ON THE PHONE WITH SUPPORT FOR 3 WEEKS NOW! TRYING TO RESOLVE MY WEBSITE NOT WORKING IT REALLY IS NOT THAT HARD OF A FIX it is a internal issue with their hosting. WHEN I ASKED IF I COULD BE COMPENSATED FOR SOMETHING THAT DOES NOT WORK THEY SIMPLY SAID NO. I really regret switching to using square online...My thoughts were it will be easier because all my products will just automatically upload online without me having to use a third party app to do this. I WAS WRONG THIS HAS CAUSED SO MUCH LOSS.  

[Sammie_C]

Hi @sacredheart926, I appreciate your feedback and am sorry to hear about your situation. Were you able to get your website working as intended?

[sacredheart926]

IT IS STILL NOT WORKING AND THE ONLY REPLY YOUR WEEBLY TEAM HAS IS " WE DON'T HAVE A TIMEFRAME WHEN IT WILL BE FIXED"...

[Sammie_C]

I understand, @sacredheart926. Could you provide some additional details on what you are experiencing with your site? I can get this escalated to our eCommerce team to take a look for you once I have that information.