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.