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]

Thank you,

In response to your questions:

1.  The stand has been disconnecting since the day we received it. If you can check how many times we have restarted the stand to connect back to the built-in card readers, start by looking at the day we installed it.

2. As I have said previously many times and provided a link to your support service personnel, your own web page details how the customer name can be captured with a tap or dip or a swipe on the Square Stand. This is not functional. Here is the quote from your site "3. Tap New Ticket or tap, dip, or swipe the customer’s payment card."

If this is incorrect or cannot be fixed, then update your site and retrain your support personnel. However, we were misled into buying a Square Stand believing this was the case. In addition, we have a magstripe reader that we also purchased with the Square Stand but it will not connect as well and you cannot "swipe" a card because the reader nearly touches the surface of the counter and it's a near impossibility to swipe a card unless you constantly pick up the stand itself, defeating the purpose of the stand all together.

I await your reply and resolution to these continuing issues and my complaint.

Thank you

[Sammie_C]

1) I understand and thank you for all this information, @JW4624. Our Operations team went ahead and escalated this over to our Engineering team, as this may be an issue with the device itself. They are currently in process of reviewing the ticket. They may email you about the issue, but I will also make sure to keep you posted here once I hear back too.

2) I asked our Operations team to take another look and they did confirm me that the support center information may be worded oddly. As at this time, you can only swipe to get this information. It even states it in the user interface for the Stand itself (see screenshots below.)

It says "Swipe a card to retrieve cardholder name."

On the Stand screen itself, it says "Ticket Name OR Swipe."

You can only save the customer details via swipe. Our Operations team said they tried a couple different combinations of things, but tap/dip will not work on the ticket name screen unfortunately.

[JW4624]

Thank you,

Please update your web page then. Refunding our payment for a stand that was mis-advertised as having this functionality would also be appropriate customer recovery. My staff will either have to deal with another clunky device sticking out of the stand or type in each customer's name to save their tab. 

In addition, I would also have your hardware engineers redesign the stand itself so you can easily remove the iPad from the stand without having to tip the stand over and try and shake out the iPad for a reset. I just had to do that as a matter of fact because your software reset would not work by the way. On your first gen stands, you had a small finger hole in the back to push the iPad out. You should look at incorporating that again.

Please let me know when you have taken action to correct these issues.

Thank you

[Sammie_C]

@JW4624, I can definitely have our Operations team take a look into this further, but we would first need a link to that page that may have the wrongly worded language. I know you mentioned in your DM that you sent a link over to a Support agent, but I was unable to find this information. Do you by chance have the link you could send over to me, please?

We appreciate the feedback on the design of the Stand, as well. At this point, we are unable to redesign the piece of hardware for you, but I can definitely take your feedback and send it over to our design teams for future improvements.

[JW4624]

I should not have to provide the same information again and again to every agent. This is another aspect of your customer service process that needs to be corrected. You should have access to the case number I provided if you do in fact work for Square Support. I am posting the link again this last time. Please add this to my complaint as well.

Create and edit open tickets | Square Support Center - US

How about processing a refund on the Square Stand we purchased based on this information as well? I'm sure you will say you can't do that either though.

Thank you

[Sammie_C]

Thank you for that link. I went ahead and escalated this over to our Operations team to take a look if a refund would be possible. They said that if you are still within the 30-day return timeframe, then you are welcome to return your Stand. As for any kind of refund for the Stand, this is not possible. If you are interested in returning your Square Stand and it is still within that 30-day free returns timeframe, feel free to review that process here.

I also wanted to say that I understand your frustration at the situation, @JW4624, but I also need to remind you that I am trying to assist you to the best of my abilities with the information that I have available. I also wanted to make sure that you've seen our Seller Community Code of Conduct. We ask that members be respectful and collaborative, and approach interactions here from a place of respect and curiosity. We are just trying to help.

[JW4624]

Not very helpful.

Thank you

[Sammie_C]

I have answered all of your inquiries and submitted your complaint/feedback to the corresponding teams. I have also escalated your issue with your Square Stand to our engineering team and they are currently looking into this for you. When I hear something back from that team, I will let you know.

Let us know if you have any other questions in the meantime.

[JW4624]

Just waiting on fix actions to close this out so your future customers don't have to endure what I've been put through.

Thanks

[Sammie_C]

Reaching back out with an update, @JW4624. I wanted to let you know that our Complaints team sent over a response to your Complaint via email. They sent that out yesterday. If you have any questions or concerns for them, please feel free to respond to that email.

In regard to your Square Stand, our engineering team said that it looks like your Square Stand is not updated to the most current update. Would you be able to please update your device, and see if this resolves it? The current update is 6.69. If this does not fix it, please let me know and I will let our engineers know.

[JW4624]

Thank you,

Our iPad is currently showing version 6.68.2 for our Square app. The Apple app store shows this as the latest version and will not permit an update to 6.69 as you suggest. How do we proceed beyond what the app store shows as the latest version? Is there a way to force the app to update beyond what the app store provides?

In addition, I did receive and email which was quite shocking to me since I had been told time after time there was no manner to communicate my complaint via email. I responded to the email and will wait for a resolution.

Thanks again

[Sammie_C]

Thank you for double-checking on that update, @JW4624. I let our Operations team know about this and they are currently investigating. As soon as I have more information, I will post back here promptly.

Our standard complaints practice is as such: seller provides us with the complaint, we then file the complaint with the Complaints team, then the Complaints team reaches out, if warranted. Only at that point is there any communication possible between seller and the Complaints team. All that say, I am glad to hear that they got back with you.

[JW4624]

Thank you,

I await your response regarding the software update. Can you provide the release notes on this update so I can see how this will fix the Square Stand reset issue?

Regarding my complaint, poor customer service and protectionism is in-place at Square support in my opinion, but you will not change your policies and customer service will continue to suffer. There should be an easier method for customers to submit a complaint. Can you point me to a Square information page where this policy is visible for your customers and details how the steps they should undertake to submit a complaint?

You can see by my case and interactions, your staff is groomed to protect themselves and Square from fielding complaints. I can only hope this thread is not taken down and I will continue to voice my opinion about Square support and the lack of resolution and "brush offs" myself and other customers will receive. 

Thank you

[JW4624]

Here's something interesting...Just search this community forum for the word "complaint" and you can see how the only recent post within years comes up at the top of the list is my post. No procedures for your customers and amazingly no other complaints, very odd. 

[Sammie_C]

At this time we do not have internal notes that we can share to sellers besides what is available on the App Store, @JW4624. Would you be able to attempt to update your Square Stand again, please? It should be working as intended.

We do not feature a public complaints page, because our process is all internal. We have numerous resources that state you are welcome to send questions, concerns, or feedback to our general support contacts and we internally will file these complaints.

It would make sense that the word "complaints" would not populate results here on the Square Community, as this is a public forum where sellers typically ask questions or post information for other Square sellers to create a dialogue between sellers directly, not so much posting a complaint. Square staff are here to moderate and assist when needed, and/or file a complaint when necessary or asked to do so.

[JW4624]

I responded to this yesterday (5/22/23) but my post did not get posted for some reason.

We have updated our pad again as you requested. Since you cannot provide details on the software revisions or know yourself how this will fix the long-term problem I'm not sure how this is of any help in correcting the issue. After updating, the iPad had to be removed from the stand several times and restarted to connect to Square again.

Regarding my complaint, I can only hope this thread will remain and not be removed to serve both as a warning and helpful information to customers regarding how to submit a complaint to square for poor support service.

Thank you

[Sammie_C]

@JW4624, our troubleshooting team was wanting to check that your software is up-to-date to see if the update could fix the issue. So just to confirm, the issue is still occurring? If so, are there any new messages or errors that are populating, or just the same issue?

In regard to this post and your complaint, your post will not be deleted.

[JW4624]

No new messages/errors that are displayed other than the Square Stand couldn't connect after the update. It's connected now though after the multiple restarts yesterday.

Thank you

[Sammie_C]

I am glad to hear it reconnected, @JW4624.

So is your issue resolved? If not, I will let our troubleshooting teams know.

[JW4624]

Hard to say, no one at Square can tell me what they did to fix it, if anything? 

Let's do this, I'll monitor this for a week and let you know how many times we've had to reset it for the week. If the number is zero, I guess it's fixed. If not, you've still got work to do in resolving my issue. Check back with me on 5/30/25.

Thanks

[Sammie_C]

With hardware updates, comes internal fixes that our Engineering team has implemented to fix existing issues. So, if the issue on your side is not occurring any longer than that means it was fixed by our Engineers, due to an update, @JW4624. Specifics beyond that are for our Engineering teams.

Unfortunately on our side we cannot schedule times to check back in, as I am just a moderator on the Community. Please feel free to monitor your Square Stand this week and feel free to tag me on this thread if the issue still remains and we can look back into it for you.