Square Review


Category Breakdown
Sales & Marketing rated A
Costs & Contract rated B plus
Complaints & Service rated C
BBB Rating rated C

Square Rating

"B" Credit Card Processor Rating


Square Overview

Click For Video Summary
Square Logo

Square Logo

Unlike most Square reviews (squareup.com & square.com), this Square Up review primarily covers the topics that matter to most merchants and small business owners rather than Square’s technology. Square is often called “Square up” or “Squareup” because of the domain that Square uses for its website; however, the official name for this company is “Square.” For the purposes of this review, the names will be used interchangeably.

Founded in February of 2009 by Jack Dorsey, who is also the founder of Twitter.com, Square has seen tremendous growth in a very short amount of time. Much of the company’s success can be attributed to the fact that Square has ingeniously broken the mold of credit card processing by removing the traditional barriers-to-entry that restricted processing services to actual businesses and brings credit card acceptance to the individual, or essentially anyone and everyone.

Signing up for the company’s payment processing service is simple: iPhone, iPad, and Android users simply fill out a quick form, download the Square app, and then await the arrival of the Square up reader in the mail. They can also purchase the reader at several nationwide retailers. The Square credit card reader plugs into the headphone jack of the phone or tablet, thereby making it a mobile credit card terminal. In fact, Square’s model has been so successful that it has inspired numerous clones from both big name competitors and fledgling startups.

Other Square Services

Since the launch of its card reader and mobile app, Square has rolled out several other payment services for both business and personal use.

Square RegisterSquare Register is a point-of-sale (POS) system that provides extra features not included in the company’s mobile app, including analytics, sales reporting, staff management, and a customizable item library. The service, which is free to download and optimized for the iPad, also allows merchants to set up loyalty programs and send digital receipts.

Shopping cart with a mouseSquare Market is an online store directory for Square merchants. Merchants with an existing Square account can create an online profile for their store within the Square marketplace for free. They may then sell their products through the Square market for the usual rate of 2.75% per transaction.

Square CashSquare Cash is a direct peer-to-peer cash transfer service that is linked to a user’s debit card. Square Cash sends payments via email and smartphone and allows for free transfers of funds between users. The service is not targeted at business owners, but they may use it to make payments outside of a business setting.

merchant cash advanceSquare Capital is a merchant cash advance program that can be activated from the dashboard in the Square Register. Square Capital allows merchants to receive a large upfront cash amount and then pay that total back to Square over time with a fixed percentage of their daily credit card sales.

Square has also recently launched an order-ahead app called Square Order, an online invoicing feature called Square Invoices, an online scheduler called Square Appointments, and an offline processing mode that enables merchants to capture payments even when their internet is down.

Square Sales and Marketing Tactics | A-

Key Points – Sales & Marketing
Uses independent resellers? No
Promotes deceptive rate quotes? No
Discloses all important terms? No

Square differs greatly from traditional credit card processors in terms of how it markets and sells its service. Where most merchant account providers utilize poorly trained outside independent agents who are focused on setting high fees in exchange for big commissions, Square relies mostly on online marketing and partnerships with retailers and cell phone service providers, most notably partnering with Starbucks in 2012. Nearly all of Square’s customers sign up directly through the homepage of the company’s website or by purchasing a reader at a store with a mail-in rebate covering 100% of the cost. Square has also benefited from an enormous amount of online buzz and word-of-mouth promotion.

Square markets its pricing with a straightforward and easy-to-understand message (covered later in this review); however, the company fails to mention anything about its account cancellation and risk mitigation policies in its marketing materials and advertising placements. These policies have been reported to cause significant problems for many merchants, and some have even complained of large financial losses. Due to the importance of these policies, and the fact that Square allows merchants to run transactions that may trigger account cancellation without any prior warning, many merchants have complained of misleading marketing by the company. Hence, we have lowered Square’s grade in this section to a “A-” rating.

Square Marketing Example

Square Costs & Contract Terms | B+

Key Points – Costs & Contract Terms
Swipe rate: 2.75%
Key-in rate: 3.5% + $0.15
Termination fee: None
Monthly minimum: None

The Good

One of the most appealing aspects of Square is that, unlike traditional credit card processors, Square credit card processing has only one fee: the processing fee of the transaction. There are no other fees that are typical of credit card processing, such as activation fees, monthly fees, gateway fees, PCI Compliance fees, downgrade fees, and early termination fees. Square has no additional monthly fees whatsoever as well as no monthly minimum processing fees or requirements.

Square now offers a single pricing option for all merchants: pay a flat rate of 2.75% for swiped transactions and 3.5% + $0.15 per keyed-in transaction. The company formerly offered a plan that included a flat monthly fee of $275 and 0% on swiped transactions up to $250,000 in processing per year, but this plan was discontinuted as of February 2014.

Although the company’s transaction rate is higher than the “Qualified” rate of most traditional merchant accounts, it is comparable to the “Mid-Qualified” and “Non-Qualified” downgrade surcharges that about 80% of most transactions experience with a traditional merchant account anyway. The rate is, however, much more expensive than a competitive Interchange Pass-through rate pricing plan.

The Not-So-Good

Square does not verify the credit history of its customers prior to approving an account, so it sets a few limitations to avoid potential losses to fraud.

Square states that there is no limit to the amount of money that can be accepted per transaction or per month through its service – which is only partially true. Instead of setting processing limitations and denying transactions once a user reaches a limit (a tactic used by most other providers), the company relies on other methods to mitigate potential losses due to fraud. These methods allow merchants to accept an “unlimited” single transaction amount as well as “unlimited” monthly sales volumes, but with a catch.

Until November 2013, Square placed holds on funds of card-not-present sales for 30 days if more than $2,002 was charged within any rolling seven-day period. This meant that if merchants keyed in $2,100 in sales within a seven-day period (either in a single transaction or in multiple transactions), the extra $98 ($2,100 – $2,002 = $98) would be held by Square for 30 days. This policy generated a lot confusion among users because Square did not provide any warning before the $2,002 limit was reached. Square now claims that merchants can process transactions of any type and any size without having to worry about a processing limit, but this claim is not entirely accurate.

 

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The primary tactic Square currently uses to limit fraud is much less transparent than its previous rolling reserve policy and is the reason for the company’s low score in this section. Square appears to rely on undisclosed algorithmic “risk factors” to place automatic holds on transactions that it deems suspicious. The system appears to flag a high number of legitimate transactions and can cause serious problems for some merchants. Numerous complaints have surfaced that Square has randomly and without explanation, or notification, placed lengthy holds (exceeding 30 days) on their funds – even with swiped transactions. When a transaction is flagged, Square will either contact the merchant to obtain additional information about the merchant or the transaction, or it will simply deactivate the user’s account. This deactivation allows Square to publicly claim that it does not hold its merchants’ funds because the withheld funds technically belong to “deactivated”Square merchants rather than “active” Square merchants.

Square’s policies regarding fund holding and risk mitigation are very murky and make the service quite risky for higher volume merchants. It appears that the company needs to do a much better job of educating merchants about the types of transactions that could result in account deactivation. This includes issuing a warning prior to letting them run transactions that will be held, notifying when transactions have been held, and communicating with the merchant through the hold process.

In most respects, Square has very favorable pricing and contract terms for merchants. It has a simple signup process, no monthly fees or long-term contracts, and easy-to-understand pricing. However, sudden account deactivation can greatly impact a merchant’s operations, so the grade for this section will not quite enter “A” territory until Square improves its risk mitigation system.

Square Customer Service & Complaints | C

Key Points – Complaints & Service
Total complaints: Over 1,300
Live customer support? Active merchants only
Most common complaint: Fund holds

Another area that Square comes up short in this review is in its customer service. For a company that has only been around for a few years, Square is racking up a lot of complaints (over 1,300 in just our comment section below). The majority of the complaints fall into three areas: virtually nonexistent phone support, misunderstanding and nondisclosure of its former $2,002 card-not-present deposit hold policy, and reports of random fund holding or account deactivation exceeding 30 days with no explanation or communication from Square.

The company appears to rely too heavily on customer service provided by email, its support forum, and social media. This is a big drawback for many business owners, especially for those who are not willing to wait for a response through email, Twitter, or other social media channels. The company does have a newly launched customer support phone number (855-700-6000) that operates from 6 a.m. to 6 p.m. PDT, but merchants must request and receive a code from this webpage in order to actually reach a representative. Phone support codes are only provided to active Square merchants, meaning that any Square user who has had his or her account deactivated will still be unable to reach the company by phone. It is our position that deactivated merchants are the merchants who have the greatest need for phone support, so this customer support line is only a minor step forward for Square.

Regardless of how they contacted the company, merchants are reporting wait times of several days before getting a response from Square. Numerous users have also reported that Square has failed to respond to their support requests entirely. For many reviewers, it seems inexcusable for a financial services company this large to not have readily available live support for all of its users.

Square could greatly improve its rating in this section by allowing all merchants to access its customer support phone line and by better communicating its hold policies.

Square BBB Report | C*

Key Points – BBB Report
Product/service: 663
Billing/collection: 411
Advertising/sales: 41
Guarantee/warranty: 2
Delivery: 51

As of this update, the Better Business Bureau (BBB) is reporting an “A” rating for Square despite 1,168 complaints filed in the last 36 months. This complaint total is up from 812 complaints as of our January 2014 update and 603 complaints as of our July 2013 update, and has skyrocketed from just a few dozen complaints since we first published this review in April of 2011. Surprisingly, the BBB has also raised Square’s grade from a “B+” in July of 2013 to an “A” despite the rising complaint volume.

Of the complaint total, 663 are regarding problems with service, 411 with billing and collection disputes, 51 with delivery problems, 41 with advertising and sales issues, and two due to a guarantee or warranty issue. Additionally, the report goes on to say that there are three types of common complaints: delays in deposit times, long funding holds ranging from 30-90 days, and difficulty reaching any type of customer support or getting issues escalated to a higher-ranking representative. Square has responded by quoting its Terms of Use policies and referring to the help section of its website. The company has successfully resolved 981 complaints, but 187 complainants reported they were not satisfied with the company’s response.

Due to the company’s high complaint count, rapid growth, and short time in business, we have adjusted its rating to a “C” for the purposes of this review. To learn more about about why we adjust BBB ratings for our scoring purposes, please see our Rating Criteria.

Bottom Line


Square Review

Rated 3.2 out of 5 Stars
Reviewed by Phillip Parker
Updated on 2015-01-01

Square is definitely on the right track with providing an easy credit card processing solution with no long-term commitments and no monthly fees. The service is proving to have some major drawbacks for higher volume merchants, though, because of murky fund holding policies and poor customer support. It appears that Square is best suited for individuals who have an occasional need to accept a credit card payment, such as babysitters and flea market vendors. The service does not appear to suit very well merchants that either have a high volume of credit card sales or that sell high-ticket items.

This review was originally published on 4/28/11 and last updated on 1/1/15.

* Denotes CPO-adjusted BBB score

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About the author

Phillip Parker

Phillip Parker is a former merchant services agent turned small business advocate and the author of "Fee Sweep," which teaches merchants how to dramatically lower their processing rates, eliminate junk fees, and avoid fine-print scams. He founded CardPaymentOptions.com to help merchants enact positive change in the credit card processing industry.



 
Phillip can help you find an ethical and honest processor that will offer you great rates. Click here to request a free provider consultation.

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1,345 comments

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  1. C Cmpton

    HORRIBLE HORRIBLE HORRIBLE! my first 4 transactions were with the same customer so they froze my account and held a $2000 sale because they needed “additional information”. This hurt my business. We are small and that’s a lot to have “held” for no good reason. Once this deposit is finally released I will NOT be doing business with them anymore

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  2. Jim Sagerser

    The Square seems to be a reliable service provider from processing cards however was ZERO help resolving a payment dispute although I had a signed receipt and email from the customer acknowledging the transaction. This “dispute took 6 months! Don’t believe their “we’re on your side” propaganda. Would rate their customer service a strong “F”.

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  3. Todd Sherman

    I would like to inform everyone that…..90 days to the day……I DID RECEIVE MY 6113.00 from Square that they were holding. Maybe it was my letter of demand or what…..I don’t know. I wish everyone luck in getting their $ back. It was a terrible nightmare for me and my business. They put me in a severe financial bind for 3 months, I know that. Their questionable, (to say the least), business practices SHOULD be investigated by the U.S. attorney general. I was lucky! I had several thousand dollars in reserve to fall back on, to cover my expenses, but MANY other small businesses DON’T! I highly….HIGHLY, recommend NOT using this company for credit card transactions!

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  4. George

    When I first started using Square I thought it was great having the ability to accept credit cards for goods and services rendered. I own an AV installation company. For the first while, it worked well. I swiped cards and a couple of days later, the money was in my account. The transactions were typically $1,000 to $5,000. Then all of a sudden a day after accepting a couple of payments, I received an email asking for more information about my business as there had been suspicious activity on my account. They asked for my tax number, a scan of some government forms relating to my business, a link to my linked in profile and a copy of the past two invoices and my relationship to my client. They had the completed forms within a few hours of receiving their email. The following day, I receive a notice that my account had been terminated. To quote the email “We’re sorry to inform you that we are deactivating your account. Our Account Services team reviewed your account and found a pattern of transactions associated with high-risk activity”

    And yes, my money would be held for 3 months.

    The hold is not what bothers me. Other than being treated like a criminal, the lack of professionalism I experienced from this company is astounding. As others have mentioned, you cannot call in to speak to a human being. I’ve invested significant time and energy in setting this up, linking my banking information, creating invoices and advertising to my clients that I accept credit cards.

    Whether this is acceptable under their terms and conditions is besides the point. The fact that they can treat business owners in this manner is appalling.

    I urge anyone setting up a small business to seriously think twice about using Square Register. As someone who does everything by the book to all of a sudden be denied a service I have paid good money to without explanation, is beyond me. Luckily my business can go on without the use of Square. However, many other businesses would be in shambles if this happened to them.

    I also urge Square Register to come out with a guide on how to avoid this happening to other businesses. Had I known that a particular transaction type or amount would be deemed high risk, I definitely would have avoided it.

    And finally, don’t waste any more of my time asking me to fill out forms and send government documents proving I am who I say I am when you have no intention of reinstating my account. I complied in a timely manner and there could be no doubt I proved myself in these documents.

    CAVEAT EMPTOR!

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  5. Brenda

    Square reported my 2012 taxes as personal taxes and not business taxes. I emailed them 8/13/14 several times and called them. Except for once there is no response to emails. They don’t answer calls, they hang up. Just now I was speaking to RYAN Ryan who said he was getting in touch with the tax team and he basically COULD NOT HELP ME . He said he didn’t know when they would get back to me. DOES SQUARE even HAVE A TAX TEAM?
    They are simply not doing anything for me. What can I do to solve this MAJOR dilemma?

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  6. Mark

    The problem that nobody knows about is that the almighty Uncle Sam has implemented new policies, and all credit card processors have to oblige. Uncle Sam has told the CC processors that THEY (square) are responsible for policing and monitoring ALL the transactions to make sure that everything is on the up and up. too many prostitutes, drug deals, terrorist etc. That’s fine, but Square has ABSOLUTLY NO RIGHT to hold my funds (which they did) and tell me that I cannot have my money until I provide them with a copy of my LLC along WITH my LLC tax ID# and copies of the invoices. WTF! That’s blackmail, and there was NO email or contact telling me that there was a change of policy. Square is beyond unprofessional, and a complete waste of anybody’s time.

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    1. James

      funny, I am set up as an L.L.C. I use that monogram in my company name. Therefore if asked by square to produce these documents I would gladly comply along with a federal tax ID # and an associated invoice. I think that type of security prevents fraud and will also protect me as a vendor. I have never been asked nor have I had funds held. My business is large ticket items and I think the 2.75% is a bit pricy and wish it could be lowered some. I can, with other company’s, pay a monthly fee and swipe charge then get a lower rate But In a service business such as mine I would only use it maybe 10 times a year at best so the monthly fee would not benefit me. I am using this type of service only to oblige a small client group that would prefer to get a mileage perk as most people requesting my service typically budget for it.

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  7. Spires Enterprises

    Square is the worst. Give you no indication up front you can have funds frozen…

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  8. Rick Hinton

    No service! Cannot call them! Answer by email in about 72 hrs. Cannot speak to anyone! Beware, they have all your personal information.

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  9. Patty Dills

    I like the ease of Square-up, but am thinking of dropping it because I cannot get any help or information. I’ve tried everything! I want to buy an inventory system from them, but can’t.

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    1. Kimberly

      I beg of you not to deal with his company. I have been in busy for 22 years and all of a sudden they withhdrew thousands from by business accounts and deactivated it. Never returned the clients money to the card holder they “held it in a fund” that no one has access to. My clients eventually filled theft charges against me and I was convicted of a Felon 3 on October 1, 2014. Not even one thing on my record.

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  10. Kim Toney

    Our company has been using Square since its inception. We initially had a problem with the $2K limit on sales but Square’s Customer Support department responded immediately to my request for assistance and negated that limitation since the majority of our customers are not present at the time of the Square transaction.
    The fees charged are much less than what we were formerly paying and the money is deposited into our checking account the day after a sale is made – a vast improvement over our former method of accepting credit cards.

    I have recommended Square to dozens of people and have yet to hear a single complaint.

    Square is easy-to-use, reliable, fair, fast and has favorable rates.

    I will continue to recommend Square!

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    1. Cork

      Kim – I was so like you at one time. During the 5 years I was with Square, I processed tens of thousands of dollars with them. The first day I used them I processed over $10,000 in credit card transactions and did receive a communication from them asking a few questions, I answered the questions, and received the OK from them to continue using their service. Then one day, I went to log in to prepare for our next show, and found out that not only had my account been disabled, but (after FINALLY being able to contact customer service by email) my account had been permanently suspended. I received NO notice, NO warning, NO email, NO communication from them what so ever. In fact, to this day, I am still receiving mailings from them, proposing that I upgrade my account and purchase their register. Their reasoning for suspending me – and I’ll quote “I was in violation of their terms by running an illegal business.” Funny thing is, the IRS doesn’t consider my business illegal, the State of Oklahoma doesn’t consider my business illegal and the State of Texas doesn’t consider my business illegal. In asking how square has come to the conclusion that I’m running an illegal business, all get from them is NOTHING, no response, no explanation, no nothing. I do consider myself one of the lucky ones, because at the time they suspended my account, was during our off season, and I had no transactions or funds pending, therefore there were no funds the Square could seize or hold. Kim, I do hope things continue to go well for you, and had I not gotten the screw from Square, I would probably be on your bandwagon – but don’t be surprised if one day…….then we can say…we told you so!!

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  11. Christine

    I have been using square for my business for years and love it I am in process of switching to their scheduling site. If I don’t use it I don’t pay its awesome.

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  12. amgtimepieces INC

    Sqare is Biggest joke of a company!….we did over ton of deal in paypal without any problem,, but we just accept few thousand from our customer though sqare ,,sqare will hold the money and ask we refund the payment to our customer in 1 months later,,how can we take back our item then????…sqare wasnt professional for any company…totally not recommend.

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  13. Dee

    We are looking to use Square to collect payments at the door for our HS reunion. This is a one time thing, with transactions processed as some walk through the door on a saturday evening of the event if they did not pre-purchase. This is not a business venture. Does anyone know how long they take to release the money to our bank account? We have to pay the venue and am wondering if Square holds your money for 5-7 days which could affect our final payment to the venue once the walk-in traffic is assessed.

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    1. randy

      do not count on your money for 90 days, small purchases can be considered drug deals and they hold your money. use anybody else, square sucks.

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    2. Beth

      In the approximately 3 years I’ve had Square, my funds were deposited the next business day.

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    3. thomas

      square usually pays out the next business day — you should be fine!

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    4. Les Kitchings

      I have been using them for several years without a problem. The first time was for my Band, We had a large New Years Party and had to collect at the door. All of our money was in my account the next day, so I had the money to pay for our venue.
      This worked out so well that I now use them at my business for day to day payments.

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  14. Murphy

    I have been using square for years and have not had a problem. I wanted to talk to customer service today about a client with a double charge and cant seem to get a real person without a code and the system isn’t allowing me to get a code. I am an active client. Totally hacked off right now.

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  15. darrylthebookie

    I tried to use the square at a craft show. $130 for new phone. $10 a month extra on my Verizon bill. I was really hoping, really hoping to make some of my money back at the show. but… the square didn’t work. All my work, planning, money etc. and the square didn’t work. And guess what? NO customer service. None. If you get a square plan on taking cash. Because you will be alone with no help.

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    1. Beth

      Did you check before purchasing whether your phone works with Square or not? Not all of them do.

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  16. Bob wilson

    Square blows use anybody else, customers support if you found them was rude and of no help with any problems. USE SOMEONE ELSE.

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  17. Leila Scutt

    I am a jewelry designer and I receive most of my orders over the phone after people have seen my work. My business is based onnthe word of mouth. I am small and I can easily go two months without a sale but when I do have a sale the sale amount can run between $300 to over $2000. My work is handmade. I had usually processed orders of $300 without problems but all of a sudden when I had 2 transactions after a month selling nothing Square put a 45 day hold on the totality of my sale. They then asked me for information such as invoices and purchase order. I am a very small business. I processed the sales and all that matters to me is that the customer has the funds as most of them are referrals. Despite all the information provided to square they deactivated my account and put a 45 day hold on the funds. Impossible to reach them by phone. The only option I was given was to reimburse the customer but what do I do when the customer is already in possession of the merchandise? For a simple and small business like mine Square has been a disaster!

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  18. KD Bar Trucking

    Rude, rude, rude, not to mention extremely unprofessional! I waited on hold for 21 minutes only to be hung up on by the customer service rep. Called back to complain about being hung up on to be put on hold for another 30 minutes. The rep refused to put a supervisor on the phone and hung up again. I will never do business with them again. I’m canceling my account with them and will be telling everyone I can about this horrid experience!

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  19. Tom

    My wife and I own a craft business and most of our business is done on weekends. I was doing one of my biggest festivals of the season and my square stopped working. I tried finding a number to call square for help. One of my fellow vendors had a phone number for them and gave it to me. Well they are closed on weekends. Thankfully Sunday square started working again, but I lost a lot of sales on Saturday thanks to square. I called the number on Monday but unless you email them and get some kind of authorization number you have to key in you cannot talk to anyone. I dropped them that day. I switched to pay pal and am waiting for the free reader to arrive in the mail. Fingers crossed that they will be better. At least they have 24 hour support for those of us that sell on the weekends. Also I found out that square does not allow gun or gun accessory sales. Another fellow vendor I know makes hand crafted leather holsters and because they are considered gun accesories therefore she cannot sell them using square. She said she found that out after she created her products list in her account. She received and email from square quoting their policy. They did not shut off her account but they warned her that they would for violating their policies. She canceled her account after that.

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  20. Mark Litrico

    I have been using square for my small contracting business for about 4 years. Their deposit schedule was no problem and all was good. In late September 2014 I ran a customers credit card for $100. After a week with no deposit into my account, I contacted square and they wanted further information to verify I had a legitimate business. (There was never a warning of change of policy, they accepted the funds from my customer and would not give them to me until I provided the required information. They held my money “hostage”) I filled out the form with my business name and company tax ID # and attempted to submit it, but it would not submit because they also “required” an image of my LLC with my tax documentation AND an image the invoice! That’s none of their business! They accused me of being high risk and deactivated my account.

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    1 / 1 found this review helpful.
  21. Todd Sherman

    60 MINUTES or 20/20 needs to do a story and expose these criminals. They closed my account with $6,113 in it. My business does transactions between $3-$5,000. I sell pellet stoves. (heating appliances). They were pretty “SLICK” about it though. First they took their fees at 3.5%. Swiping the card NEVER worked at 2.75%, so I always had to key punch in at the higher rate. THEN…..when I saw 2 transactions had not cleared….they sent me an E-Mail , LITTERALLY 2 minutes before they closed, and AFTER the transactions had been put in, saying they needed to “UPDATE” my account with more information. I needed to fax them a copy of my DBA….a customer invoice…..and 3 recent bank statements tied to my checking account. After ALL this was sent I confirmed that they received the information. Through a phone conversation to verify this….(along with a passcode #)….They said it was going to be reviewed and my funds should be available that evening. less than a half hour later my account was closed with $6,113 in it! I explained to “VICTOR”, that I was at one of my distributers to give them a check for $8,000, and needed the funds cleared. NOW I have to cover that amount of money by the end of the week. SO…..money from MY transactions has been sitting in THIER ACCOUNT….MY MONEY FROM SALES OF PRODUCT…..until THEY decide to release it to me in 90 days! Now I cannot even get ahold of them for the passcode they gave me no longer works. What are they doing with all this money they are SCAMMING out of people and holding ?? These people are KILLING small business owners with these tactics. The US Attorney General should put a stop to this NOW!!!!!!!!!! NO investigation is needed…….Just read some of these reviews. These “PONZI” scammers should be IN JAIL!

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    7 / 7 found this review helpful.
  22. Amanda Payne

    Worst customer service .They are holding a large sum of money they say for 90 days after complying with all their request.They have shut down my account with no comunication. I will do every thing in my power, that other people do not come subjected to letting this company steal there money. I am reporting them to every agency and contacting my attorney.Worst service ever.

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    4 / 4 found this review helpful.
  23. Jason

    Please…. this article ends by saying Square is best for babysitters or flea market vendors? I’ve owned a café for 2 years now and started with Square. It has been great and I haven’t had any issues really. And I have owned a place prior using a traditional merchant services provider….which I hated. This article read great but ended like its sponsored by the other guys….biased in some way.

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    1 / 3 found this review helpful.
    1. Connie Crowley

      Of course you have not had any issues. If there were to be an issue, Square simply deactivates your account with no warning or explanation and freezes all pending deposits for 90 days. If you had a customer question a charge from your business, a traditional merchant would contact you, notify you of possible chargeback and hold of funds, inform you which transaction is in question. Square gives absolutely no information “for security purposes”. There is also no phone communication. Once you are deactivated and request to speak to a representative the following message is emailed: “As previously stated, phone support is only available for customers with an active Square account.” This way, Square does not have to deal with any investigation or attempt to clean up any issue. You will likely never learn which customer had an inquiry and never be able to recover your funds.

      Another reason many have apparently been deactivated is a surge in charges. If you were to hold a special event and had an unusual number of transactions for your business, you are susceptible to being deactivated and having the funds held for 90 days. This may not even be the first time for such an event in your 2 years, there is simply no continuity of business.

      Do you really believe you can operate your business forever without ever needing customer phone support? The passcode they gave you when they requested information will be expired. This is simply bad business. Please beware.

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      5 / 5 found this review helpful.
      1. KPL

        Square now has phone support. Just spent 40 mins on the phone going thru a whole laundry list of questions. She stated they recognized the need for phone support and are staffing call centers in NY & Calif. Got GREAT service!!!

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        1. Connie Crowley

          Apparently Square does not have phone support for those of us attempting to recover our funds. I emailed another request to speak to a representative today when I saw this post and received with the same reply:

          “As previously stated, phone support is only available for customers with an active Square account.

          We apologize for any inconvenience, but our decision is final.”

          I don’t Square has a customer service phone line. They are still using the same pass code formula only available for those who have not yet been deactivated.

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          1 / 1 found this review helpful.
    2. Donna

      Jason, I am beginning to think you may be correct in this site being fueled by others competing with Square. I have been in business for 25 years and have used the “other guys” and paid huge fees for credit cards. I have a window treatment business and move larger sums of money and have been using Square for over 2 years. I have run as much as $10,000 at 1 transaction before and as long as you know the rules with square and have set up the requirements I think all is good. I had money held only once but that was the very begining because I exceeded the manual entry limit (which is in the agreement), I contacted Square by email and had the limit raised and no questions asked within 2 days. I have never had an amount questioned by a customer so I don’t know how that would be handled but I do use a sweep account for all transactions. Once a payment is in this account I transfer it to another account so that there is only $100.00 in that account at any time, this is just safe. I have had to refund a customers payment and it was handled great by Square- no problems. I think it is a matter of establishing your company with a history with Square. I have begun using the invoice by email with them and my clients that are out of town can enter their credit card info in Squares’ site and pay a bill and I am charged the swiped rate-GREAT feature. I am very happy with the lower processing fees with Square! I hope I never have to change.

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      4 / 5 found this review helpful.
      1. James

        Donna, I can assure you that I am not in competition with square, nor would I care to be. Like you, I had used other merchant accounts in the past, paid high fees, monthly fees, yearly fees, and was excited at the ease and affordability of square. With three years under my belt with them, and at times over $20,000 a day in charge transactions, with never a charge back or question, you would have thought I was in good standing with them, but I guess they had other ideas and not only did they deactivate my account without ANY notice what so ever, they actually accused me and I can quote “of running an illegal business.” To top it all off, square is still sending me emails and advertisements in the mail, urging me to purchase their Square Register. And get this, the postcards they send, have NO return address on them, or phone number what so ever. I too had blinders on while I was using them and like the saying goes, I couldn’t see the forest for the trees…………

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        4 / 4 found this review helpful.
      2. Laura Puckett

        I assure you these are NOT posted by competitors. Thousands of small business owners have been devastated by this company. Myself included. They froze over $70,000 in charges and held funds over a year for NO reason.

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        3 / 3 found this review helpful.
      3. Bill

        Beware ! Just when you get comfortable with them they change the rules! I am a good business
        man. I have have been in business for 26 years after they put a hold on $8600.00 I went
        through every hoop they demanded. Contractor licencing proof,3 bank statement,state tax id #,
        contracts with clients on & on. I never was able to speak with anyone! Actually I believe you
        could possibly be one of the many people they hire for for damage management.
        THEY ARE A BAD COMPANY! STOLE MONEY FROM MY FAMILY 5 DAYS BEFORE CHRISTMAS!!!
        CANT EVEN GO INTO THERE OFFICE TO COMPLAIN ,THEY HAVE SECURITY THROUGH YOU OUT!
        LOST MY BUSINESS DUE TO THEM!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
        Good Day :-)

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        1 / 1 found this review helpful.
  24. Capt Turk

    Tried to sign on the phone app for square. It will not let me setup the account with out giving them full access to the microphone, camera, pictures, everything on the phone. WTF is wrong with these people?? I would NEVER give ANYONE full access to my phone, computer, or anything else.

    The money spent on that thing is just money down the drain.

    My personal rating of them is a big fat F!!

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    3 / 5 found this review helpful.
  25. Jennifer

    Instead of filing withe BBB, people need to start filing complaints to the FTC. They can open an investigation and start getting to the bottom of this crooked company. No business should have to wait 90 days for a credit card transaction to go through. If that is the case there would be a lot of businesses hurting and closing. A company with no phone number is a huge red flag, but you don’t know until you need to call someone.

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    8 / 9 found this review helpful.
  26. sue dayton

    I am a new “user,” which is basically a misnomer as I cannot get this DA….. thing to work on my phone after DAYS of trying. After calling US Cellular 3 times (*they tried everything and also can’t help me) there is NO HELP – NO LIVE PERSON at this company called “square” to talk to. I even sent a text to them via my phone and ZERO. NO FOLLOW-UP. NADA! Do you guys really exist?

    However, after reading about all the negative experiences that folks have experienced with this company I’m DONE. I’ll gladly go to their competitor…..

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  27. Pacha group

    Biggest joke of a company
    Someone ordered $1600 in print material for his company. Charged it on amex he approved the sale over the phone. Got the products no complaints. 3 months later charges everything back I get hit for the $1600. I send all paperwork to square. They wait 2 months for an answer. Then asked for the paperwork three more times. Still issue is not resolved. I’m starting a campaign against square as of now. I can’t believe how they don’t protect my business from scumbags like the client I had. I’ve called amex about this supposed thief even amex said this costumer charges back everything. Doesn’t square speak to amex? Or is this a robot ? I’m going at square hard if anyone want to join in a lawsuit please contact me. My lawyers are ready

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    2 / 2 found this review helpful.
    1. James

      I would be more than happy to join you, however, I myself am not out anything except the inconvenience they have caused and the slander by them saying that I was running an illegal business. Funny thing is, the State of Texas, nor the IRS think my business is illegal. Guess square has different standards!

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    2. Connie Crowley

      I would love to join you, however, my complaint is different. I object to the holding funds without warning for 90 days and no explanation, no contact.

      It seems that to be in business without a brick and mortar building you should at the very least be required to have a telephone number that eventually gets you to a person.

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  28. john

    Someone please put a class action on against this pathetic company. I have used them for years with no issue. Monday I made a deposit of 6000 dollars. Today they cancelled my account, and sent me a message claiming it will take 90 days for them to send me my money. What a crime. I wish I could steal $6000 from a customer and keep the interest for 90 days. Some kick ass lawyer please, pretty please put these crooks out of business. And, like all the other customers said, you cant even call them to ask what has happened. DONT do business with this company. They will put you in a financial bind until the proper authorities shut them down.

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    4 / 4 found this review helpful.
    1. z r

      did u actually lose the funds

      Did you find this review helpful? Yes   No

  29. Alanna

    I have been using Square for years without any hassle. Until yesterday, when I received an email saying a customer is disputing a credit card charge (from an art fair) saying they did not recognize the charge. They told me they are taking the money back they already paid me ($547) and will be held in escrow until they credit card company makes it’s decision if this is fraud.

    Firstly I cannot even begin to convey how royally pusses I am, I remember this person and our whole conversation, and Square puts it on my shoulders to explain what was purchased and who I am and my company. This customer never contacted me, and unfortunately this person did not ask for a receipt so I have no name or contact number. This person has not contacted me to resolve anything.

    So I’m supposed to just sit back and wait until some person I don’t know makes a determination whether this charge was legitimate or not. And this jerk of a customer gets to keep my merchandise! Why can’t I just get my merchandise back from the customer until this is rectified! Why do I have to suffer?

    You can bet I will be looking for a new credit card processing company. This is never going to happen again to me where I cannot even talk to someone. I am going to take to social media like others have suggested.

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    2 / 2 found this review helpful.
  30. corky barder

    Square has got to be the biggest joke in the industry. We signed up for square when they first hit the market and had no problems up until last month. I had received an email from them about updating my reader and since my business only processes cards a few times a year in the fall, I didn’t to it immediately. Two weeks ago, I signed into my account, and the account was noted that it was permanently deactivated. I searched my emails to see if I had received anything from them and I had not, other than the notices to upgrade my reader. Since they have ZERO phone support, I was left with sending them an email as to why my account was deactivated. I received a reply from that I was running an illegal business and according to their terms, there service was not to be used for gambling or betting and that their decision was final and the deactivation of the account could not be reversed. I was floored, I responded back to them that I didn’t run an illegal business, that my business did not involve gambling or betting. That I had been in business for 12 years and had used their company for 4 years and asked them how they came to their conclusion, and since I was being accused, by them, of running an illegal business that I should be able to know how they came to this conclusion and why had I never received notice that my account had been deactivated. They responded back to me that by the terms with M/C & Visa, they didn’t have to disclose anything period. I’m one of the lucky ones, as I didn’t have any funds pending, for if I had, they could hold my funds for 90 days. I have filed a complaint with the BBB and apparently square is not communicating with them either. I will admit that when I was using square, I was very happy with it, but just to leave me high and dry with no notice, or explanation is totally unacceptable.

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    5 / 5 found this review helpful.
    1. Connie Crowley

      Thanks for filing with the BBB. The more of us that flood them with our complaints the greater chance there is of them lowering their “A” rating, or setting up a customer support line. It would have been a red flag for me to have them with a low BBB rating.

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  31. Jennifer

    I have read these comments about Square and my stomach is in knots right now. I did my first show using them and they said the money was deposited into my bank account and it is not there. I ran a credit card of mine for a dollar and it it went through to my bank and used it over the weekend for a show and it said funds were deposited, but they are not. I went onto my Square profile and the last digits do not match my bank account which is weird because that dollar transaction went through. I have sent emails and no response. Now after reading I don’t what to think and I do believe the FTC needs get involved with these complaints. Someone has to be held accountable! A company that does mass business and has not customer service number is a HUGE RED FLAG to me. I did not notice there was no phone number before signing up or I think I would have held off. I have another show this weekend and I guess it will be cash or checks and I will be getting with my credit guy and set up a mobile account with him as I use him through our other business. It will cost 10.00 a month, but you get what you pay for in the end. I want to file a complaint with the Federal Trade Commission and have this company investigated. I am very pissed and frustrated as I need my now. Any suggestions from anybody would be helpful. Thanks.

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    4 / 5 found this review helpful.
    1. Jennifer

      So, I have an update from original post. The money did finally get into my account after 2 business days. I finally got an email response after 8pm that evening form and email I sent at 7:30 am in the morning. I had sent two emails that day. The first reply was still no phone number to contact anybody and the second reply I received the next day did give me a number with some kind of code I would have to enter. So, with all that, I am going to go with my actual bank and get a mobile reader through them. Yes, I will have to pay a monthly fee, but small price to pay for a piece of mind that that money will go in my account the next business day and if there are any issues, There are pros and cons and that would be the con, but the pro is they are taking less on the swipe as compared to what square is taking. I can pick up a phone and deal with directly with my bank. Heck, I can even go to my local branch and they can figure it out and take the proper channels. I guess in the end you get what you pay for. I hope this helps somebody dealing with the same thing. I am my business and credit cards is a serious issue. I don’t have time to wait on somebody to email back when there is an emergency. If there is no phone number posted on a company website…………..that is a huge red flag and you might want to rethink doing business with that said company.

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      3 / 3 found this review helpful.
    2. Bill

      Jenifer,
      Glad it turned out for you :-) I have a small home improvement Co. I used them for a year most the swipes
      were under $1400 however DEC 15 2013 I finished a job the home owner explained she was out cash and
      do I take credit cards? I said sure. I swiped $6600 and another on her other credit card for $1800. The money
      never showed in my account I could not reach any one by phone I started emailing. I finally got a response and they
      they lead me down dead end roads for weeks. I sent all my business info contractor licencing insurance proof
      tax ID on and on! I filled with BBB fought as hard as I could. The story ends with me FILING BANKRUPTCY 3/3/14.

      ABSOLUTELY HORRIFYING COMPANY!!!!!!

      Did you find this review helpful? Yes   No

      1. Ruth

        I have used Square for two years now and had no issues. Square is not suitable for any business who processes large amounts at one time. Square doesn’t protect us against unethical customers who may dispute a legitimate charge just to get their money back so I wouldn’t suggest it for anyone who process any payments over 100.00. I have a very small shop and deal mostly in cash but I love having Square for my customers who do want to use charge. Most of the charges are under 20.00 so it is perfect for me. The fees I was payment with another company was outrageous so this company helped my business. Again, this is not a company for processing large payments.

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        1 / 1 found this review helpful.
        1. Connie Crowley

          Ruth,

          Just beware, do you really think you can do business forever and NEVER need to speak to someone from your serving company? There is no phone support whatsoever so if anything ever happens, a suspicious card, anything, our funds will be locked up.

          We may have made a mistake by using Square for larger transactions, but the biggest mistake is doing business with a company that refuses contact with their customers.

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  32. Gladys Brierley

    I am so disappointed in the square. My husband got one over a year ago and we never tried it. He convinced me to try it recently and I actually ordered my own. I took two fairly small transactions and already had positive feedback. I just did a much larger transaction with a client that needed some discretion. Almost all my clients need discretion. All of a sudden The Square was asking for all this additional information which I gave them, incorporation filings, my social networking etc etc and then my last three bank statements which shocked me. I had real reservations on this but I had no choice as the client was in the middle of something and could not do a prearranged cash transaction through Money gram etc. The also asked me for proof of the client’s transaction. That was another huge alert as I could not give them a copy of the contract as that would really have violated their confidentiality as to the contents of the business we had together. I thought to myself ok just get through this and everything will be fine. I have a credit limit at my bank so my account is sometimes in the red for short periods of time. Also I have had one charge back on my pay pal recently in 12 years of doing business with pay pal, pretty good track record. I have charge accounts in good standing and I am sitting here looking at a deactivation notice probably because I questioned but submitted my bank statements. I told the Square they should have afforded me that type of in depth questioning up front. I have been in business 7 years and would never spring that type of curve ball at someone in the middle of an important transaction. So now guess what I don’t know where the darn money is. They took out the fee, deactivated my account, there is no phone number and they don’t have email contact information, they send noreply emails, so how do you contact them. I tried using that passcode at the bottom of the email, expired. I have serious doubts that if this company does not shape up it’s business practices there will be class action law suits for the nightmare they are putting small business in. Small business cannot afford to tie up thousands of dollars. The Square should immediately deposit the money as arranged or credit the consumer back immediately. This is unthinkable to mistreat both the consumer and vendor this way. We will smash our square that we have remaining and smash the other one when it gets here with a hammer and post it smashed on facebook.

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    5 / 7 found this review helpful.
    1. business owner

      I had a similar experience.
      I could not get anyone live to speak to.
      Then I went onto social media, Twitter and Facebook
      and posted every five minutes that they were holding my money
      and there was no phone or email to get a hold of anyone.
      after about two hours of posting every five minutes.
      I actually got a manager from square to call me.
      If you post on twitter directly to @jack he is the founder
      of twitter and founder of square.
      hope this helps.

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      2 / 2 found this review helpful.
  33. Scott Verney

    Square offices have not contacted me about two fraudulent transactions and the fact that they are holding $200 without cause. I have attempted to reach them once a day since July 31. Have contacted NH attorney general, better business bureau, Goffstown, NH police and Manchester, NH police. It is clear to me that regardless of the ownership of Square that they have set out to defraud customers. I will read above comments with the hope that someone has been able to contact Squareup. Lesson learned….I thought that crooks carried guns and mugged people in alleys. I will now heed the advice I have been given for years…deal with a local bank!!!!!!!

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    4 / 6 found this review helpful.
  34. T W

    A very poor company to deal with . We have never experienced the lack of bussinness ethics from any firm in the 14 years of operating . The square policy deprives clients of funds without accountability . A mass amount of energy is spent trying to resolve regular transactions. It borderlines on fraud . This company ask for there clients customers personel Id but wont supply you with any supervisers phone numbers and attempts to utilize a litany of unavailable tatics to insure you cant respond to management .

    It leaves the owner short sighted on whats really going on in his company its a shame that the potential tool of convenience for business is lost by the lack of effort for its owners to manage it .

    TW

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    1 / 3 found this review helpful.
  35. Michael

    I have been a CC merchant for over 30 years. We started using Square, at the advice of a friend, at trade shows to make it more convenient for our customers. We started with Square several years ago and then suddenly, without warning or any communication, our account was deactivated and Square held the funds waiting to be deposited. As you have already seen in other reviews THEY ARE AFRAID TO HAVE ANY CONTACT with anyone DUE TO THEIR BLATANTLY BOGUS BUSINESS OPERATIONS! I would NEVER do business with a company that is not willing to stand by their product or who is not willing to speak with their customers. They appear to be criminals and cowards, not sure but it sure looks like it. I am sure that Square will end up in the TRASH HEAP of tech companies that go broke because of lies and bogus policies. Hopefully they will deposit our funds before they run off with it………..
    If you are a smart business person, find another company to process your CC transactions. Any fee you might pay is going to be cheaper than what square will cost you in the end.

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    6 / 8 found this review helpful.
  36. Valerie

    I have had the Square about a year and have never got the chance o use it. I now have a charge of over 85.00 on SQ CATS I’m having it taken off at my bank. Cannot find a contact number to speak with anyone. Very aggravated.

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    6 / 6 found this review helpful.
  37. Connie Crowley

    I was very excited to be able to immediately accept credit cards for my start up business due the the ease and simplicity of Square. I submitted all information requested by Square however, they put a 90 day hold on my funds after 10 days of activation. I do not know what they consider high risk because, as stated to the BBB:
    Due to security purposes, merchants are not informed which of the conditions they have violated.” – See more at: http://www.bbb.org/greater-san-francisco/business-reviews/credit-card-merchant-services/square-in-san-francisco-ca-370609/complaints#sthash.6vQh2IKn.dpuf

    The hold has hurt me badly, but the fact that there is no customer service line or identification as to what the offense may have been has made this worse. Squares customer service is simply unacceptable.

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    10 / 10 found this review helpful.
  38. Brandon

    It seem like Stephen and many other unhappy clients that the system they have in place is extremely terrible. The company that I work for recently ran a few transactions well over 30 thousand dollars. Square said nothing until 3 days after that they are putting a hold on the funds.

    After the hold they requested forms and more forms which we delivered. Invoices, job detail, privileged information and even requesting confirmation from the customer and ID. This was all supplied and still after a Week and a half nothing has been done. We even initially had some verbal contact with the “Team” which than stopped discussing this and stopped trying to resolve this issue.

    We went as far to tell square after providing all the information requested that we wanted to make sure all this information was private and confidential. They went in return contacted the customer and definitely put a hardship and possible cost us thousands of dollars of future work. This is inexcusable and square should be held reliable for their actions. Or should we say lack of actions. I cannot believe that a company that runs transactions cannot handle phone calls or even proper details to have these issues dealt with in a timely manner.

    I personally for one still have no conclusion or solution provided by the Square Company. In all honestly all forms (3-5 forms and details from invoices, contracts and emails) have been provided. Signed details and everything yet Square hold the funds and refuses to send the deposit.

    Oh as well Square has accepted their portion of the funds yet hold the rest. This seems like theft …

    One very unhappy client and definitely some very unhappy customers…

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    12 / 13 found this review helpful.
  39. Linda Lower

    I have used square for several years and just recently my account was hacked. They went in and changed my bank information as well as taken in 2 different charges for the exact amount each. I have tried to contact square for several days stating this issue and have yet to receive a response. I have since found out the IP address that did this was from the United Kingdom. As of today the money was deposited in the hackers account so basically they got away with this. I had even emailed the individuals that the charge slips were sent to asking them if they were aware that this was fraudulent. No response. Needless to say I am cancelling my account.

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    8 / 10 found this review helpful.
  40. Yanni

    I would give the worst possible rating for square one. I recently ran a large transaction, $12.000. Square one happily processed it, only to hold it and start verification process. In spite of adequate evidence and proof that I provided. They declined the transaction and gave no explanation. All of this happened through emails! Phone support is non existent. It resulted in an unhappy client and cost me financially. Sorry but square one is only suited for mom and pop shop’s or small businesses that have small transactions.

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    20 / 21 found this review helpful.
  41. Cat

    Upon a fraudulent claim form a client, Square cleaned out my bank account..There is nobody who you can speak with at Square, and pretty much no recourse for this blatant theft. With this theft of my money, All my money, I will need to close my accounts, change my business model to be cash only and spend anything I have left to prosecute lawsuits on these horrible clients and on Square for putting my business to a halt with lies.

    I am a very established business owner, and I have many corporate clients who want to use cards. I will be losing all of their business. Hundreds of thousands of dollars, because of Square.

    I can’t even imagine that one person’s lawsuit would make a dent. So much for dealing with businesses whom you can’t even speak with.

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    17 / 18 found this review helpful.
  42. lonnie davis

    this is the worst company I have ever had to deal with. set up account ran the card now cant get funds for 90 days and no one to answer a ? you can bet on one thing I will never give this company a good review

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    10 / 11 found this review helpful.
  43. Nancy Thursbay

    I began using square July 21 at which time I set up my banking info and made the initial 1.00 charge to test the link to my bank account. That went through successfully and I get regular emails verifying the payments accepted by my customers. The problem is that I can find no errors in my account settings and as of this writing I have had no deposits into my account. Square has more than $1200.00 dollars they have not deposited and I have no way t contact them. Please help, if there is any information you have that will get me in touch with someone to get this issue resolved. I love the concept and my customers enjoy it as well.

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    6 / 6 found this review helpful.
    1. Spatzli

      Since I am looking for a different POS I am curious enough to ask according to Daryn’s comments, did you require a signature?

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      4 / 4 found this review helpful.
  44. Daryn

    I am a restaurant processing $10k a month on average and enjoy Square. I am SO terribly tired of contracts, hidden fees, bogus processing sales pitches and lease contracts for equipment that cannot be canceled. I love the fact that I am not held to any contracts with Square and I use the sales tracking on-line multiple times a day. I will also have to say there is a big difference between using the free square that attaches to a smart phone or tablet and actually purchasing a Square stand for ease of processing and signature. I will also say that if you do not have a receipt printer there is a bit of a hassle for those customers who don’t have smartphones for a text receipt or email and want a printed receipt. The Square stand has a USB hub that allows a printer to be hooked up to ease with this aspect.

    I have been using Square now for a few months, have not had any trouble; however, I will comment on their customer service because they really don’t have anything that could be called “service” with regard to their customer base. I have not had a need to contact them regarding any critical funding situation so my issues were resolved over email but still NOT promptly and NOT without hassle. I did notice a difference between choosing the option of not requiring a signature and requiring it. Funds were held more often when a signature was NOT required but since going back to requiring the signature I’ve not had a single fund held. Sadly, I didn’t get this information from using Square FAQ or customer service, as I got it from reading blogs related to mobile processing in general.

    All in all, I would recommend Square to anyone and I do. My sister even uses it for her garage sales. I am so angered by credit card processing companies and their twisted fees. It makes me crazy. I’ll use the no contract Square until it becomes a bigger problem than the hidden fee world of traditional processors.

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    16 / 17 found this review helpful.
  45. Correnzo

    I recently started using square only been two weeks now I made about four transactions no more than $30 today my account is deactivated I’m not understanding why I’m not getting any customer service or anyone to call me back, anyone to answer my replies and I really enjoyed the service was a nice set up but I would not recommend this to anyone else. Here I was bragging about the service how nice to setup was easy process invoices without taking credit card payments over the phone and to wrap it I think I’m going back to PayPal. I guess I should’ve read the reviews before I started using square.

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    5 / 7 found this review helpful.
  46. Magnolia Design Group

    In the past eight months Square has managed to hold $2700.00 from us. On both occasions the customer disputed the charge. After we resolved the issue with the customer, Square still would not turn over the monies due to us. I advice anyone looking to use Square for your credit card processing, read the reviews. Here we, still waiting for our money.

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    9 / 10 found this review helpful.
  47. A Far

    We have been using square and paypal for over a decade at our business. Neither has ever given us trouble- i will admit we don’t process a lot about $1800/wk on high end but they never hold money and thanks to god never giveus trouble…. I think iit’s a relationship deal with both of these companies- over time they develop a credit worthy or not worthy or limited worth value for every merchant. If you screw them then your toast if you seem shady your toast & if your transactions seem legit and consistent your credit worth keeps rising with them…… they will give everyone a chance work slow with them and let them get to know you and your transactions- they will slowly raise your limits and restrictions will be a thing others (new folks) deal with….

    square ease of transactions A++++

    customer service. (Don’t know never needed to contact thrm- if u read the rules and follow why call them ?)

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    4 / 8 found this review helpful.
  48. Barb

    Don’t use square. We have been in business 20+ years and have accepted credit cards 10 yrs plus. I tried using square because I opened up a new location and thought it was easier since I’m always on the run. I have processed a few transaction cards present and not present, without issue. I accepted a larger sum and it was approved, then a few hours later an email was sent stating it will be held for 90 days. We tried to find a number to call and a human to talk to, but to no avail. 60 days for a refund or 90 for payment, our customer has been very helpful with the situation and calling his bank to se if they could help or cancel the charge. Square already took his money and won’t refund for 60 days. I don’t know how we are going to make it 90 days since the payment pays for parts for his machine. Now I’m forced to come up with the funds… I got an email back that said their decision is final and there is no re considering. What a joke, it’s totally a scam. I understand a hold on the funds, but 90 days?????

    Wish I read this first….

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    20 / 22 found this review helpful.
    1. Tricia White

      Did you get your money????? this happened to me today!!

      Did you find this review helpful? Yes   No

  49. Square Customer

    We decided to use square having a CLEAN record with PayPal/Intuit and a payment gateway. I am talking about no refunds in a 3 year period. We processed 2500 dollars of invoices (from the same city) from our test clients (clients that were close so we knew if they tried anything).

    Review came up… Ok i understand, gave them legal papers that the company was real and a invoice from QuickBooks and we were deactivated the next day.

    They said we are high risk? WTF? We had to refund or wait 180 days for review (doesn’t mean we would even get the money) they told us NO details, and we didn’t break any terms.

    Luckily our test was with close clients and we refunded and called the one for the last transactions and redid them with our long term intuit/PayPal.

    Note: We are a service / retail shop with all A+ reviews and NO bad BBB history.

    I wouldn’t even waste your time with these guys, they will just let you down. When it’s too good to be true it usually is…

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    21 / 21 found this review helpful.
  50. Cindy

    I have made two purchases using Square credit card processing. On both, the vendor miskeyed the number bur canceled in my presence to process the correct amount. On the purchase date for purchase #2,, my bank statement showed the valid purchase amount. However, 4 days later, my bank account showed an additional purchase amount of 10 times the original… the mis-keying of a decimal point on the original transaction. When I contacted my bank, they stated that the vendor had entered a cancellation for the transaction. In the meantime, these funds were placed on hold on my account for 48 hours. I’m not certain if this is the norm for Square transaction error processing, but I am now hesitant to purchase again from a vendor using this form of payment.

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    7 / 8 found this review helpful.
  51. mary Liebhold

    After the problems we had with our only two transactions and problems paying somewhere with Square, I no longer use it nor will I ever use it to purchase something. I have walked away from vendors if that is the only option.
    Life is too short

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    9 / 9 found this review helpful.
  52. Donna

    I have been using Square for almost 2 years now and my credit card costs are so much lower than before!!! I have been in business for over 25 years and have tried lots of credit card option as I have an average charge of $1000.00 per transaction. In the begining I did have a small amount of money held with manually entered transactions but that was due to the $2002.00 limit they have. I immediatly contacted the company by email and was told to request a higher limit for manual transactions and within 2 days of doing this I was approved for a limit more than double. I since have had NO problem with Square and find it very easy to use. They have added the feature of sending my customer a notice for payment and my customer can add their card number and process my payment and I still pay the lower fee amount. I have also had 1 occasion that I had to refund a customers’ money and Square took care of this immediatly. I think people just need to read the fine print and establish a relationship!!!

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    10 / 11 found this review helpful.
    1. Pokertank

      If you read my original post carefully, you will see I had a problem on the VERY FIRST transaction. There was nothing high risk about the first transaction, my company, or me, however, their reason for de-activating the account was attributed to “a pattern of transactions associated with high-risk activity”. What pattern are they referring to, on the VERY FIRST transaction?… Without a way to call them to clarify, and nothing but canned email replies, I will never know what the real issue was, or if there was some sort of misunderstanding or something. Obviously, you have had good luck using Square so far, however, God help you if you ever do have an issue, regardless of what the fine print says…

      I stand behind my original conclusion, which is BUYER BEWARE if you decide to do business with Square.

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      8 / 9 found this review helpful.
  53. Joyce Cambron

    I agree with the analysis that NO PHONE SUPPORT is a catastrophic disaster for this company.
    They’ve charge my customer’s account 3 times for one purchase, and I cannot find a way
    to reach them to clarify this problem. It looks like I may end up with a black mark on my
    record for credit card fraud, when I got 2 DECLINED messages when trying to enter this charge.
    Not Happy.

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    14 / 14 found this review helpful.
    1. Nolan

      The best thing to do when dealing with a company like this. IMMEDIATELY contact your customer and have them or on their behalf, contact their credit card company to reject two of the three charges. Have them send in any information that they have or you can supply to them about Square – including at least 5 screen shots of negative comments, links to sites like this that show hundreds of not thousands of negative comments about this company.

      Then send a letter to the Attorney General’s office with pretty much the same information. You can also contact the BBB, Consumer Affairs and any other agency. The more the better. The letter to the State Attorney General’s office should be your main letter and can be copied and sent to everyone else along with a short note.

      That’s it. Good luck

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      6 / 6 found this review helpful.
  54. C Young

    Customer service was very slow to respond, and when they did, they did not answer our questions, only had some scripted answer that did respond to our email, but did Nothing to help resolve problems. The critical problem we had with Square was their hanging onto payments for undo lengths of time, well beyond any reasonable time frame.
    Our customers had received service(s) and wanted to pay for the service with credit card. Services rendered, and the customers were present. NO reason to hang onto the payments, yet they did, and we couldn’t pay bills or use the payments! We don’t like asking customers to bring a check or pay in cash. Its ridiculous to wonder when or if you
    were going to receive the payments in a day or a week or two! Square is the bottom of the barrel. We had been
    with Wells Fargo , which was Poor, and Bank of America, which was expensive and mediocre, but in comparison,
    the amounts of money we spent with those two companies and the rotten treatment we received with them, was sterling service by comparison with the sabotage treatment that Square heaped upon us! But don’t take our word for it, try it yourself and just have another CC processor handy, preferably with a credit union if you can, as a back up~~

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    6 / 6 found this review helpful.
  55. Pokertank

    Similar to some of the messages below, we were just screwed over by Square. I wish I would have read these reviews before setting up with these idiots. We have been using PayPal and Amazon for most of our customer payments, however, I wanted to add a mobile option, plus cheaper processing fees, so I signed up for Square after seeing their commercial on TV. The account was immediately approved, and everything was setup as promised. However, a day after I ran the first credit card charge, I received an email stating the account was under review. Not thinking anything of it, since the account was new, and noticing very little due diligence could’ve been done by Square during the initial setup, I immediately provided all the documents requested. I sent them 3 month’s bank statements, the original online customer order, our invoice with tracking and serial numbers, and the delivery receipt, showing the order had been shipped AND received already. This was a very good customer, so I did not want to hold their order, while Square was getting setup.

    A couple days later, I sent an email checking status on the review and hold on our funds. After another day went by, I finally received a response indicating the account was being deactivated:

    —-
    “We’re sorry to inform you that we are deactivating your account. Our Account Services team reviewed your account and found a pattern of transactions associated with high-risk activity.
    For further information about our policies, you can review section 42 of the Square Seller Agreement.
    We regret that, starting today, you will no longer be able to process transactions using Square. Any funds currently in your account will be held for 90 days before being released to your linked bank account.”
    —–
    Amazing how they found “a pattern of transactions associated with high-risk activity” when we had just run our very first credit card charge, and the product had been delivered BEFORE the payment was charged.

    I immediately refunded the customer’s card, and ran it through PayPal without a problem, then sent a message to Square asking for more information, and what could be done to re-evaluate the situation. I received the following CANNED reply:

    —-
    “Thanks for writing in. We understand that it can be frustrating to have your account deactivated. Unfortunately, our review found that we cannot support any Square accounts for you or your business.

    As stated in the deactivation notice, we will hold the remaining funds in your Square account for 90 days from the date of deactivation. Since your account was disabled on June 20, these funds will be released on.

    Depending on your bank’s policies, you should see these funds one to two business days after we release them to your linked bank account. We will notify you as soon as we deposit the funds.

    If you don’t want to wait 90 days for your funds to be deposited, you may consider refunding the payments back to the original cards and seeking an alternate form of payment. Please note that all refunds must be issued within 60 days of the original transaction date.”
    —-
    As you can see, this response was a canned reply by someone who didn’t even take the time to look up the account. I had refunded the ONLY charge on the account already, and the account clearly showed a zero balance at the time of this reply.

    I don’t believe Square is necessarily scamming people, however, I do believe they are trying to grow quickly, by sacrificing customer service. It is clear they auto approve just about anyone, then put the accounts “under review” after they have funds in their hands, instead of doing the proper due diligence BEFORE the new customer is approved to accept credit card payments.

    At the very least this practice is unethical and damaging to prospective customers, but very well may be against Vica/MC/AMEX/Discover policies. My next contact will be with these companies, to see what can be done about Square’s deceptive practices. In the meantime, I will do everything possible to prevent as many people as possible from doing business with Square.

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    19 / 21 found this review helpful.
  56. carrie

    I signed up for square. I was unable to link my account to them but they sent the Square to me anyhow. So I finally found a phone number for them and talked to a real person they said that my institution will not work with their services. I use this same bank card for everything, online bill pay and at the store. I have direct deposit and they won’t accept it? Well from all these bad reviews I think I am glad they don’t accept my card. So I think I did myself a favor by deactivating my account with them. Anyone need a free Square Reader? LOL.

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    5 / 9 found this review helpful.
  57. Sandy

    I just started using Square for a couple of craft shows this past weekend. I had used it from time to time with my money being sent to my bank account and now they cannot verify my bank info (which has not changed) and I cannot get my money to my account. I am also having a problem logging into square thru my commuter – I keep getting sorry internal error and no number to contact them at.

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    9 / 11 found this review helpful.
  58. Douglas

    I have been using square happily for almost 4 years now… while i agree that square should not hold funds… everyone needs to read every contract before they start processing with anyone. I did… because they do no credit check no background check… or anything of the sort… you have to build a relationship with them.. over time.. just like if a friend came and asked you for 1000.00 dollars.. most of us would say no… but if he asked for 10 a couple times and always paid it back know promptly… we would trust him with larger and larger amounts.. until we knew the 1000 dollars would be paid back to us.
    This is how square works. If any of you had read the fine print you would have known that they give you a 1000 dollar a month processing and any funds above that are held for 30 days. This is done to prevent them from being killed by scam artists who might run 20.000 thousand dollars of false credit cards or stolen ones… take the money out of their account and stick it to square. I had money held as well and asked them to release it and they said 30 days.. and in 30 days it was released. Since then I have asked square to increase my processing limit.. I can now process.. without more than 48 hours wait time.. up to 5,000.00 a week without anything being held. It took about about a year to get there, but that’s where I am now.
    Yes their customer service sucks, scratch that, pretty much non existent. No live people, no phone number and the one that did work was shut down, no way to void a transaction, and no real way to deal with charge backs. Emailing seems futile and can be time consuming something I am sure none of your customers want especially mine.
    I have found that swiping a card leads to the least issues. I am also looking into their new program for people like myself who have followed the rules. It looks promising.
    I do not know why they are holding people’s money for such a long time… I do know it can take almost 6 months to make sure a charge on a card cannot be reversed… I feel for those who have had square hold money.. maybe things have changed since they started…90 percent of the complaints are about money being held… large sums run early on with their relationship with square… just like I wouldn’t trust a friend with no history to repay me a large sum and personally have been burned as well. Good luck to all. Stay within the guidelines and square is an easy was to process cost effectively and for those who have low volume where the cost of a 4 year contract is prohibitive and I was locked into one of those unfair ripoffs as well.
    Doug

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    20 / 23 found this review helpful.
    1. Pete A

      As you read the negative reviews, please keep in mind what they are not telling you. New Businesses, unrealistic expectations of a company, that will always favor the customer and remember you are not the customer, you are a conduit or portal for the transaction, inconsistent transactions, high volume of not swiped transactions, and My favorites, COMPLETELY Incorrect type of business for the service. 4 years and never one questioned transaction, with transactions from $1 to $100 processing 100′s of thousand of dollars. I thinks is more of the 20/80 rule, 80% of the negative reviews coming for the 20% that didn’t have a clue or read carefully. Just my opinion. Sorry!

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      7 / 12 found this review helpful.
    2. Anne

      Thanks for this post. I read some, but not all of the terms when setting up. Your explanation here makes quite clear what the limitations of this service are for new business and I found it helpful.

      This is exactly the same as opening a “purchase order account”, if you will. A new vendor I want to work with allows me to purchase items on credit (read: Net30 days) and if I pay those invoices regularly for a given period of time, I can then request the vendor to raise my “credit” with them. They’ll usually bump it up in increments. If I pay that regularly, then after another given period of time, I can then ask the vendor to increase my “credit”.

      If, instead, I ask the vendor, who does not know me from Jack, to give me a very large “credit” amount outright and tell them I want to pay it Net30, they will probably say no. They’ll ask me to do a full credit history application including previous vendors and run my me and company through a credit check using my social security number and/or Tax ID number. That’s because now we are getting into the realm of corporate banking. And Square is not a corporate bank. Because of this, they need to be very careful indeed on who they are “lending” what essentially is a Line of Credit to. They probably don’t have the same type of insurance that a corporate bank would have, nor did you secure a line of credit with them by handing over your first born child in the event someone takes you (and Square) on a very long walk off a very short pier. And so, they are in no way going to risk that loss. I wouldn’t either. Oh Hell No.

      I’ve only been using Square for a month. I’m not a large company with a hella lot of sales at this time. However, I do hope I can build this relationship over time because you couldn’t pay me enough money to use the real scammers and corporate scumbags when transacting credit card sales: Corporate Banks.

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      1. Anne

        Update:

        I subscribed to this group for over a month now to follow what has happened to other customers. As a result of the many, many complaints here I’ve decided not to use this company and am aghast at what I have been reading.

        Someone mentioned class action and I think you are on to something there.

        Did you find this review helpful? Yes   No

  59. mark

    square is a scam plain and simple we used them last year for the first time in our fireworks stand they was very helpful in getting us set up and we got an email for every transaction. that where it stops we have not got our money from last year after many many attempts to get it put into our bank account. i look at it like this if its to good to be true it is!! and from now on my moto is i trust GOD everyone else pays cash!! i feel bad for the people that got stuck for big bucks i only got skinned for 3 grand (because) i did not trust how simple it is program.

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    7 / 8 found this review helpful.
  60. Jackie

    Someone using square reader in my company name, tried to get in contact with square, no luck. I don’t know if it’s the cashier or delivery driver, couldn’t get in contact with square

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    3 / 4 found this review helpful.
  61. ignacio

    wish I had seen this site prior to joining. like many others square fails to tell you that they review your company. then they give you a bogus reason to cancel you and hold your money for up to 6 months. what a sham!!!!

    Did you find this review helpful? Yes   No

    11 / 12 found this review helpful.
    1. Peter

      everybody on this site and other sites regarding square should all get together and file a class action suit and file reports to police for theft and fraud in your areas. lets all get together and do it.. im personally still waiting 100+ days for my funds.

      im sure the media would love to get this story. That should rattle them up and get funds back to people who worked hard to earn it. thoughts?

      Did you find this review helpful? Yes   No

      8 / 9 found this review helpful.
      1. Mine

        Peter, I have thought of doing that. Out close to $4,000 since a bit over 1 year now, and when inquiring,
        get the same robotic email answers (definitely not from a human).
        On twitter I have found several people even owed more.
        I’m trying to get in touch with media, but strength in numbers will probably be the only thing to work!

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        4 / 5 found this review helpful.
  62. david

    i started using square about 100 days ago, first transaction of about $500 went threw. i did another three transactions the next week after and i get an email about verification. they send me a code with a number that you cant find anywhere. i typed in the code and it takes you to a live customer support. they ask for some pics and receipts after sending them what they asked for. my acc got permanently deleted. and they have held $1500 of my money for over 90 days. i tried to call the same number and they ask for another code. i go back to my acc and it wont let me sign in. so basically im screwed because i have no acc to retrieve a code from. i cant believe they havent been in a class law suit yet. this is total bs. how can you be a company dealing with businesses and only way to contact you is threw email or twitter. this company is a joke.

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    27 / 29 found this review helpful.
  63. Clay

    I would not recommend Square. They are holding $13,700 of my money and I can not talk to anyone. Their customer service stinks. When you call the person on the other end of the line sounds like they are about 16 years old and when you ask to speak to a supervisor they reply that “our supervisors do not speak on the phone”.
    My cash flow is really tight right now and it they do not pay or refund this money, I am out of business.

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    29 / 31 found this review helpful.
    1. Michelle Smith

      They are holding 3900.00 of my money as well. This should be against the law!!! Then they deactivated my account so I can’t even give my customer their refund. I think I’m going to contact the local news and let them do a little investigating of this company!!!! Please feel free to respond!!!!!!!!!!

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      13 / 13 found this review helpful.
  64. Mike

    I have been reading on Square reviews both good and *bad. I want to share a perspective which may enlighten some about using credit card processing.

    - No Card Present ( Keyed In ) = High Risk Period.
    Those who are processing with square and take the key in method approach at high volume will indeed have
    their funds held.

    *Go to your bank or use a real merchant account and see how much fun it is to deal with high volume key in methods, it is standard to hold all funds for x amount of time until your account reaches “good standing” with key in processing. Banks and those with their own merchant account always have a reserve when processing with key in.

    I agree, Squares *lazy approach making this clear, however as a merchant for many years, I lean towards swipe only as key in method is always a risk and the easiest for your client to charge back unless you have enough sense to imprint the card.

    - Card Swiped.
    Square is fine for this method, if you read all the reviews and complaints about square other then their high cost @2.75%, I have yet to find someone who ALWAYS Swipes get their funds held or account closed for high risk activity.

    *Card present is the most “secure” way to accept payments, as a small business it is up to you to ensure your swiping the persons card that belongs them and get a signature, as a merchant this keeps you are low risk.

    I think if square is guilty of anything it is not being clear about how processing works. Go get a merchant account at your bank and key in all your transactions at high amounts, no card present and see how fast they start holding 50% of your funds and put you on a reserve system.

    Does square have communication issues regarding this? yes. However your going to end up in this boat regardless of the merchant when doing volume or high amounts using key in method.

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    28 / 34 found this review helpful.
    1. Wayne

      Mike, I think you have some good points and advice. However, we’ve been using Square for a long time and we ONLY key in transactions. We do maybe $5-10 thousand a week.

      I think what has helped us in not have a single issue is that we have emailed Square beforehand every time there has been an unusual amount, or we needed a limit increase in a transaction. The last time we emailed them we were told we can process up to $7500 a day, but if we need more then we should let them know.

      We know Square’s customer service is “unique”, for want of a better word, but I believe that if people took a moment to give Square a heads-up before processing an unusual transaction it would minimize problems.

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      22 / 27 found this review helpful.
  65. Ryan

    I am honestly SHOCKED this company is legal, im not joking you have a 50% chance of your funds being Held for 90 days without notice. This has ruined many families, businesses, and lives. Square will scam you and you will never be able to reach them. Period.

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    18 / 21 found this review helpful.
  66. Nigel momongan

    Omg every complaint on this message board applies to me. My customer’s credit card was swiped and the funds withdrawn. $2000 it says. I have been trying to contact someone for weeks. The transaction doesn’t even appear on my dash board yet I still have the receipt. What in the world is going on here???

    Did you find this review helpful? Yes   No

    8 / 10 found this review helpful.
  67. TM

    I signed up for this service. Did my first transaction. Then Square came back requesting verification information. Sent them everything they wanted. I’ve been in business for 25 plus years and have excellent credit. After four days they said I was a high risk account.

    Couldn’t be further from the truth. I would only be processing a few charges a month in the $1000 to $5000 range and only with clients I have done business with for 15+ years. There was no risk to them.

    They have horrible customer service. You can’t talk with anyone. All done by emails. They will admit most of the people working at Square are young and inexperienced. You can tell by the limited communication they offer and how they respond.

    I would stay away from this company. They are horrible to deal with and completely unprofessional….

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    9 / 10 found this review helpful.
  68. Michael Resnick

    I have been using Square for almost a year. I was paying the $275 a month and was very disappointed when they went to the straight 2.75%. I received a call from customer service about a month ago. They asked what they could do to improve service. I told them that I was unhappy about the 2.75% switch and in about 2 minutes they dropped my rate. Although their instructions of the I pad can be confusing I have found no problems with customer service. I do get quick email responses and they have called me to discuss my problems if the emails do not bring satisfaction. We have never had our funds held, whether, they are swiped or keyed and are always paid the next day. Maybe I am the lucky few but Square has been the best deal for me.

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    9 / 9 found this review helpful.
  69. Mike Kahn

    I can never find a way to get a question answered right away, no phone number anywhere. I simply wanted to get two more swipers for my employees and it is a pain to do anything with this company, nothing is easy as it should be for a customer.

    Did you find this review helpful? Yes   No

    5 / 5 found this review helpful.
    1. Beth

      Mike, sign in to your account. In the upper right, you’ll see the Dashboard and an arrow. Click on the arrow to see a drop down menu, one of the choices which is ordering more swipers. They are being updated, so you’ll all need a new one. The old ones will cease to be supported soon.

      Did you find this review helpful? Yes   No

      6 / 6 found this review helpful.
      1. jay

        well beth, i have a question i need answered before business friday (tomorrow)

        we had an issue last weekend when we were charging from 2 different squares for the same account. they all got bunched together and we had to go one by one and separate which sale was for bar and which sale was for the door.

        we now made 2 groups but need to know if we did this correctly to not run into the same mistake again this weekend. how will we know if we partitioned it correctly and moving forward what is the proper way to take payments so we know what purchase is for what>

        please help

        Did you find this review helpful? Yes   No

        1. Beth

          I’m sorry I didn’t see this earlier. I am not a rep for Square, but I’m quite sure that having two readers won’t allow you two separate transactions if they are linked to the same account. Contact Square for help.

          Did you find this review helpful? Yes   No

  70. In and out auto clinic

    DO NOT waist your money and do not pay your busness to Square.com . They do not have live customer service and they send you email only and the people they send you email, are so rud. Any one despute thier payment , means you lost your money. One smart ass customer desputed for $850 on me and square didn’t even ask me what was going on and just took the found from my account and i never saw it . It means i lost over $1300 , because of square a.holls. Do not support this company.

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    3 / 3 found this review helpful.
  71. tom poulos

    you rated this company, if we could even call them that, poor, you are to kind, why can’t you just say it like it is. they suck, they are scum bags, we will be reading about them soon on how they scammed a million people then claimed bankruptcy . I deposited 700.00 dollars three weeks ago. haven’t seen it since. there e-mail said it might take as much as 80 days to get my money. People beware, If you want to throw away money, send it to me, after doing bussiness with qurare inn i need it. P.S. start telling it like it is. tom paulos [screwed bussiness man]

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    4 / 4 found this review helpful.
  72. will

    I opened an account 3 weeks ago wasn’t happy with any of there services they screwed up my account at my bank and now I don’t need them any more. I’ve contacted square 5 times so far in one week to cancel, never got a response back, they are very unprofessional. like the mafia once your in you can never cancel. If anyone reads this, be sure your ok having an account with them for life and that you will never be able to cancel. and in my my case never receive a response to their e-mail questions. You can get better prices and customer service at your bank, and talk to a real person…Run from these people !!!!!

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    2 / 2 found this review helpful.
  73. Peter

    I have to ask the question, are all these problems occurring with swiped cards and customer signatures? I’ve processed as little as $10 in a week and over $5000, all with signatures and have never had a email or warning or hold on any funds.

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    1 / 1 found this review helpful.
  74. Michael

    Square sounds like really good technology and seems to work nicely at first, with transactions in the hundreds of dollars. But if you’re using it for business and growing, and your transaction volume gets in the thousands – DO NOT USE Square.

    They hold YOUR money indiscriminately with only email or web forms as support. Then we also got the “high risk” email and they closed the account with no explanation. This is using valid customer purchases for goods sold and with customer consent. Never had a chargeback or customer complaint issue, it just seems Square wants to park my money in their account to earn interest on for as long as they can, and there is no way to talk to a person for resolution.

    Avoid this company and find a more established reputable mobile processor – unless it’s just an occasional personal card transaction. Square is definitely not for small business.

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    9 / 9 found this review helpful.
  75. Den

    I don’t presently accept credit cards, but am interested in doing so. Someone close to me is convinced I’d see an increase in sales. While that’s probably true, I provide a niche service to a niche clientele and am not about to risk my relationship with my customers to a start-up that seems more interested in fulfilling their needs than that of their customers. There are far too many complaints here for me to feel comfortable using this service.

    I want to thank all those who’ve posted here and described the problems they’re suffering. It seems clear that I should avoid Square, if only because I can then provide better customer service to my customers than Square does for its’ customers.

    THANKS again.

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    6 / 6 found this review helpful.
    1. TinyT

      We’ve been using Square for over a year now. We are not a huge business and don’t process any huge transactions. I think most of the complaints about Square are those who are using Square at a high volume of sales per month ($5K and up). We’ve only had a few months where we reached into the thousands for credit card sales and we’ve had absolutely ZERO problems with Square. With other processors they charge you a monthly fee, plus on top of that they charge you a higher fee if the card is a rewards card, etc. plus compliance fees, etc. In the end, it cost us about 4% vs. 2.75% for Square. For us it’s a win-win. Our sales increased about 50% once we decided to accept credit cards.

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      5 / 7 found this review helpful.

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