SalonSwipe Review

25 Replies

Credit Card Processors
SalonSwipe Logo
Category Breakdown
Sales & Marketing rated A
Costs & Contract rated B minus
Complaints & Service rated C
BBB Rating rated B

Overall Rating

"B" Credit Card Processor Rating


Overview

SalonSwipe Logo

SalonSwipe Logo

SalonSwipe (salonswipe.com) is a mobile payment processing service designed specifically for individuals and businesses in the salon industry. The company is not a direct processor, and it appears to be partnered with multiple credit card processing networks, including North American Bancard, First Data, and Vantiv. Launched in 2005, SalonSwipe offers two forms of electronic payment processing. The first is a traditional, wired card terminal with a PIN pad and printer capabilities. The second is a mobile processing solution wherein a free card-reading device is plugged into the headphone jack of a user’s mobile device, similar to Square’s hardware. SalonSwipe charges on a per-transaction basis and does not require any contracts or monthly minimums. Isaac Lay is listed as the CEO of SalonSwipe, which is headquartered at 1015 E Imperial Highway, Suite C8, Brea, California 92821.

SalonSwipe Products and Services

  • Debit and credit card processing
  • POS equipment
  • Custom tip amounts
  • Receipts that include “after” pictures
  • Sales reporting
  • Social media integration

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Sales & Marketing | A

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

SalonSwipe appears to market itself primarily through its website. There is no indication at this time that the company partners with ISOs or independent agents, which are often loosely regulated and poorly trained entities. We are also unable to locate any negative SalonSwipe reviews that mention unethical practices by the company’s sales force. The company’s website lists specific rates and pricing for swiped and keyed transactions, but there is no evidence that these rates are misleading or false.

SalonSwipe Marketing Example

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Costs & Contract | B-

Key Points – Costs & Contract Terms
Swiped rate: 2.69% or 2.4% + $0.24
Keyed-in rate: 3.49% + $0.15
Termination fee: None
PCI compliance fee: None
Equipment lease: Variable

SalonSwipe appears to offer fairly transparent pricing. The company’s contract (available below) does not include a long-term service agreement, early termination fee, or monthly minimum, just as the company advertises. In addition, there are no complaints online that dispute the company’s advertised swipe rates of 2.4% plus $0.24 (terminal) and 2.69% (mobile), or its keyed mobile rate of 3.49% plus $0.15. These pricing structures do not appear to vary from merchant to merchant.

What does appear to vary is the company’s reserve policy from merchant to merchant. Similar to Square, SalonSwipe claims the right to establish a reserve account at any time, in any amount, and at its own discretion in order to protect itself in the case of fraudulent transactions. Additionally, in the case that a merchant processes over $1,000 in card-not-present amounts in a given week, SalonSwipe reserves the right to defer payout of the amount exceeding $1,000 for 30 days. The establishment of a cash reserve is a common practice within the industry, but in the case of SalonSwipe, it appears that multiple merchants are experiencing frustration with this policy. Specifically, it seems that SalonSwipe does not openly disclose this policy or offer available customer support staff to assist merchants with unexpected holds, leaving business owners wondering when their funds will be returned. This factor has lowered the company’s grade in this category somewhat.

See the SalonSwipe User Agreement

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Complaints & Service | C

Key Points – Complaints & Service
Total complaints: 30+
Live customer support: Yes
Most common complaint: Fund holds

We are currently able to locate over 30 SalonSwipe complaints, some of which accuse the company of being a ripoff or a scam. The overwhelming majority of complaints mention some combination of missing funds that have yet to be deposited in the merchant’s bank account and an inability to reach a SalonSwipe customer service representative to resolve the issue. Other complaints include difficulty cancelling service and miscommunications regarding banking info that take time to resolve. Generally speaking, it seems that SalonSwipe’s customer service phone line and email address do not provide responses to merchants in a timely fashion, which results in a great deal of frustration for merchants.

It is also worth noting that approximately half of these publicly available SalonSwipe complaints received rebuttals from company representatives. These rebuttals were sometimes unprofessional in tone and attempted to shift blame onto SalonSwipe’s processors or affiliated banks rather than resolve the merchant’s problem. In addition to the multiple complaints specifically expressing frustration with the company’s customer service, this generally antagonistic rebuttal approach has lowered the company’s overall score in this section.

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BBB Report | B

Key Points – BBB Report
Product/service: 9
Billing/collection: 6
Advertising/sales: 0
Guarantee/warranty: 0
Delivery: 0

SalonSwipe is not an accredited business with the Better Business Bureau and is currently showing a “B” rating. The company has received 15 complaints in the past three years, with nine due to product or service issues and six related to billing or collection disputes. SalonSwipe has resolved all complaints. It’s worth mentioning that SalonSwipe’s BBB profile was deactivated for a brief period of time in 2013 following the shutdown of the BBB’s Los Angeles-area branch, so it’s possible that the company’s current profile only dates back to March 2013. Considering the company’s complaint total, its resolution ratio through the BBB, and the content of the complaints, we agree with the BBB’s rating at this time.

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Bottom Line


SalonSwipe Review

Rated 3.4 out of 5 Stars
Reviewed by Phillip Parker
Reviewed on 2015-04-10

SalonSwipe rates as an average merchant account provider according to our standards. The company is showing a low-to-moderate amount of complaints for its size and time in business, and its reputation primarily appears to suffer from an unreliable customer service team.

This review was originally published on 2/5/13 and was last updated on 4/10/15.

Leave your review of SalonSwipe in the comment section below:

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25 comments

  1. Kimra

    This company dipped into my account and WITHDREW the amount they were supposed to credit. I have filed complaint after complaint via e-mail, and telephone, and cannot get a reply. I am out the money the stole, and a myriad of other charges that their mistake has caused. I have filed a fraud case with my bank, and have filed a civil suit. If anyone else would like to join my lawsuit and make it a class action, please feel free to reply here, and I will contact you. I am furious with this company, and I know many of you are as well.

  2. Leah

    I too fell victim. 18 years in the business and I’m surprised I can be this put out with a so called professional company. Purchased it a month ago with a “rebate with first use” code in it. I was going to use it for the out of area weddings i do. well it didn’t state on the pkg that you have to activate it right away to receive the rebate. Next after I did set it up WITH ALL REQUIRED INFO REQUESTED it said I was ready to start taking swipes. I did a wedding. Then I’ve got nothing but a stack of reply emails that say i need more info sent. 5 times I’ve sent my info. the 24-7 support is a lie. yes lie. you get conveniently sent to leave a message where a friendly and knowledgeable person will return your… call.. no. just the same bogus emails. I understand the need to be cautious regarding fraud but that was supposedly cleared upon clearance to start making transactions, correct? I managed in 1 of my daily calls to get an operator that accidentally picked up the phone to say yes they had my funds, not MasterCard like the email said but he wasn’t authorized to tell me more. Then yes i was forwarded to yet another non helpful voice mail. So they are unlawfully withholding my funds. I’ve documented all correspondence with copies and I just submitted my complaint to the BBB. Bad and misleading business practice. A threat to small businesses.

  3. Tiffanie Barackman

    The worst customer EVER! it has been 5 days, and NOBODY has called me back about a client that was double charged. And they blame it on me! I only used them for less than 3 weeks, and I got Square. Its just not worth the tiny bit that you save in fee’s…. This company doesn’t get how important customer service is for a start up company.

  4. maika

    It’s worse than I thought! Not only does the company refuse to call me back when they have owed me money for a year, but they are now removing hundreds of dollars from my bank account. Unless you want this company STEALING money out of your account my advise is take my situation as an example and simply beware.

  5. Maika

    If you want the biggest runaround to get your payouts, this is the company for you. I tried to use this service and it was a huge mistake. It’s been over a year and the sluggish and unresponsive “customer service” representative Daryll still hasn’t managed to provide any help to me. I wait weeks for emails. I call them and get told I’ll get a call back, that never happens.

    My next step is to file a complaint with the BBB and the local Attorney General. This company is a pile of trash, avoid them.

  6. Cory Haws Neuhoff

    EVERYONE PLEASE READ THIS WORD FOR WORD

    Wow is all I can say after reading all of these complaints. I mean this company is just unbelievable. I’ve researched this company, I’ve found many sites that say they only have about 4-10 maybe 20 employees.

    So everyone here’s my story:
    Three weeks ago our small business received an email from a Darryl Silva on the customer support team for SalonSwipe. Darryl requested me to email to him my Driver’s License, Cosmetology License, a recent Utility bill, and my Social Security Card. I personally sent an email attachment containing my CL and DL to Darryl Silva over two weeks ago. He replied back by saying he had not received them, which concerned me because that is very private information that is now out in the public.
    So, I had my manager (Giuliano Alexander) follow up with Darryl. Giuliano sent three emails, both containing an electric bill, Driver’s License, and Cosmetology License. We refused to send a social security card for two reasons; one, Darryl Silva on four occasions said he had not received our emails with this information – two, in the state of Pennsylvania you cannot own a Driver’s License or Cosmetology License without a social security card so I was not comfortable sending that out. After my manager sent three emails, Darryl Silva waited an entire WEEK to tell us he had not received these emails and was not going to release our clients money into our small business account. SalonSwipe then asked for the small business account number we have with DNB First. We called customer support who had said they would had a supervisor call us back to release the funds, but no one has yet to call.
    IT IS NOW THREE WEEKS, and Darryl Silva and the rest of the customer support team have yet to respond to our emails or requests to speak to a supervisor. Yesterday, we had the embarrassment of having to call our client and ask her kindly to cancel the transaction – but it was already approved. From our perspective, SalonSwipe has stolen our money and will not release and has yet to explain to us why they will not give us this money. We had sent well over three or four emails containing the information they needed. Not to mention, SalonSwipe never explained to us why they were HOLDING our money.

    SALONSWIPE STOLE OUR MONEY! Everytime I call “customer support” or lack there of, and ask for a supervisor (which we have done well over 5 times) Tier 1 and Level 2 management personnel are on the other line and not available to come to the phone.

    I’ve filed a complaint with the Better Business Bureau and Kathleen Kane (Attorney General of PA). But we probably won’t get any help from anyone. At this point we may have to hire an attorney just to receive our $114.00.

    DOES ANYONE IN THIS COUNTRY CARE ABOUT SMALL BUSINESSES ANYMORE??!!

    1. Isaac Lay

      Dear Cory,

      Please allow me to respond to your issue and provide an overview of our fraud monitoring policies. I will attempt to be very delicate in speech while still attempting to enlighten future readers regarding this issue. You have been very candid in your post, which I do appreciate, but please allow me the same opportunity without a charge of being disrespectful. I seek only to provide the facts. It is my intention to not only make you happy, but to protect the good name of SalonSwipe, which has a 9 year history.

      SalonSwipe must monitor the transaction activity of all its merchant. We are required to do this in order to provide the service. We monitor transaction activity to protect our merchants, cardholders, and ourselves. When we suspect fraud, our policy is to hold funds, contact the merchant, and request additional information before releasing funds.

      In your case, we did not receive information from you in a timely manner. As such, we could not release your funds until receiving this information. But as you’re aware, upon receiving your information we immediately released your funds.

      I sincerely apologize about the issues you experienced. It is not our intention to frustrate our merchants. It is our intention to protect you, your customers and ourselves. Our goal is to make you happy, and in some cases, protecting the parties mentioned means holding funds, and that will always frustrate merchants.

      Regards,
      Isaac Lay

  7. Diana

    This business is a big scam, customer service, is horrible, waiting for my money for the past 3 weeks my client is very unhappy with my services,because we been waiting for this money to buy materials. so i will be contacting a lawyer, the federal state commisssion, state attorney and consumer protection. This company should be embarrassed on how they conduct there business.

    1. dale duncan

      I FELL FOR THE LIE., AT FIRST THEY ONLY DID THE INTEREST EVEN THOUGH IT WAS HIGHER THAN PROMISED., THEN AFTER 7 MONTHS, I WAS HIT WITH HIGHER INTEREST, AND A HUGE FEE FOR NOT HAVING 2000.00 IN SALES. THEY KNEW I WAS A SMALL SALON AND SAID THAT WAS NO PROBLEM…ALL YOU GET MOSTLY IS ANSWERING SERVICE WHO ARE TRAINED TO JUST TAKE A MESSAGE., NO ONE CALLS YOU BACK. I WROTE MANY EMAILS, FINNALLY HERE IS WHAT I DID…I used my friends cell phone with a diferent name and number to appear on their ID line, we wanted the prompt for sales….wah lah!!!! Cameron answered, and I told him off….His explanation is that the banks are charging them a lot for me not processing 2000.00 a month. I told him his company was UNETHICAL and I would spread the news. I have it in writing that they will return the fee as soon as they get the terminal back….SO HAPPY I FOUND OUT EARLY…YOU CAN NOT TRUST THIS COMPANY….DO NOT GET INVOLVED. THERE WAS NEVER ANY NOTICE THEY WERE GOING TO SLAM MY ACCOUNT. USE A REPUTABLE COMPANY…

      1. Isaac Lay

        Dear Linda,

        Please allow me to state the facts and the history of your relationship. I will attempt to be very delicate in speech while still attempting to enlighten future readers regarding this issue. You have been very candid in your post, please allow me the same opportunity without charging me with being disrespectful. It is my intention to not only make you happy, but to protect the good name of SalonSwipe, which has 9 year history.

        You and I had many conversations before you signed up for our terminal-based service. In our conversations, I made it very clear that our free terminal program was strictly limited to owners who process more than $2,000 per month. This requirement is in place because the terminal actually costs us $175. Naturally, we must have a way to get our money back.

        During the sales cycle, you stated very clearly that you are an owner and that you process more than $2,000, yet for the 7 months that you had an account with us you never met our processing requirement. According to the terms of our terminal agreement, we could have begun charging $10 per month the second month you didn’t meet our requirements. Rather than immediately charging you this additional fee, however, we waited 7 months to be certain you wouldn’t meet our requirement . Since you didn’t meet our requirements after 7 months, we were forced to begin charging you a monthly fee of $10, which appeared for the first time on your November bill.

        As mentioned by Cameron, we are more than happy to close your account upon receipt of our terminal and refund the additional $10 we charged you.

        Regards,
        Isaac Lay
        SalonSwipe

      2. dale duncan

        OK, I WOULD like to rescend my last review…;I was contacted today by issac the Founder and CEO of this company. he did care and asked what we could do to resolve my situation. I also realized there is a 3 hour time difference and they were not open when I kept getting the voice mail. I have been contacted many times now by the company. In all fairness, I do not have large ticket sells and I understand they are in a business to make money not just be a service. I failed to understand the ticket sales each month so I am still returning the terminal and they are refunding my money and I feel they really appreciated my feedback. So give them a chance. Just listen closely and get all the facts to make a sound decision…Folks nothing is free especially the cost of doing business…we all need to make a profit to pay our bills.

      3. Linda Dale Duncan

        I recently reviewed salon swipe. as not a good decision., I want to do an update for Salon Swipe. First of all the answering service does not inform, callers, that they may have a time zone issue, I thought they weren’t taking calls, seems like, they are 3 hrs earlier than Ga. I did receive lots of correspondence once they were in office., I was explained why I had new charges. I did not understand this in the beginning., I understand every business is not in just to give us a free service. So getting real., the 10.00 charge a month added on, was probably in standing with what I had been paying with previous company. I received a call and an email From the CEO and founder of the company to get involved and it was a friendly conversation, and I found him most helpful. I own a salon and I know that I cannot do a service just for cost…I have to make a profit. so I found the company to be very friendly and willing to do what they could to explain and correct the issue. Just ask questions and get all the facts to make a sound business decision best for your business. I believe they honestly care.

  8. cheryl campbell

    I recently got the salon swipe. I am not happy at all with this company. I don’t have a problem getting my money, but I admit it takes too long to get it. My card reader doesn’t work all the time so I have to manually key in information. That is too much unnecessary work. I am planning to switch to a different company. All I can say is you get what you pay for.Its not worth the low fees.

  9. Katina Star Lockley

    Wade,
    I saw that you wrote something on their Facebook page, has your problem been
    resolved yet. I have been waiting for payment since April 23rd and have
    been getting the same run around! Very upsetting.
    Thanks,
    Star

  10. Faith

    I purchased SalonSwipe two weeks ago. I made my first two transactions on April 19th and my next batch on April 20th. It is now April 29 and I have yet to see my first two transactions totaling $140. I have called Support more than 5 times and emailed more than 5 times. Customer support is horrible and every time I call I can only talk with tech support. After explaining my situation I am told they can only leave a message for Level II support. I have yet to receive a phone call speaking to an actual person from Level II support about my problem. Also, every email i receive in reply to mine have been a basic email stating that the first batch of transactions can take an additional 24-48 hours and that does not include weekends or federal holidays. Yeah, I get that…its been 10 days!!!! I have called my clients and the money has been deducted from their account. So, my money is just sitting in the hands of SalonSwipe and no one is telling me when or if I will see it. I will NEVER used this product again and will be notifying the supply house in which I purchased the reader. More than dissatisfied.

  11. wade

    I wish I had read these posts BEFORE I went with Salon Swipe…I didn’t realize that when they say SWIPE they mean they will take your money. They are into us for over $500 and I keep getting BS responses about my problem being escalated to “level 2″….WTF is that. Just turn to the chowder head in the cubicle next to you and tell him to send our money!

    AVOID AT ALL COSTS.

  12. Megan

    I made my first transaction over 2 weeks ago & still have not recieved my funds! I have contacted them via email & at first they responded quickly by telling me that various support tiers & the funding department would be contacting me. They did not. So I emailed again & have never heard back. It seems I am just being ignored now in hopes that I will forget about the $44 that my client intended to pay ME, but apparently just paid to SalonSwipe. I have filed a complaint with the BBB & am awaiting a response.

  13. monica

    I left a msg & received a call back. It took about 2 hrs. The person I spoke with was very nice & resolved my problem. After they went over the acct # with me, oh did I feel dumb. When I signed up through my phone, I entered my account# wrong! I was off 2 digits. They were very understanding, & I apologized. Just letting others know that I too was upset, but when you are patient & see.that even we can make mistakes. I have a very busy salon & I understand how we can be rushed with entering our #’s wrong. Thanks for letting me tell my side too. Happy customer now! :)

    1. User Phillip Parker Post author

      Hi Monica,

      Please reply to this comment with your business name and location in order to verify your testimonial. Thanks!

  14. Leslie

    Do yourselves a favor and get the Square. Far better customer service and no problems with processing and its only a slightly higher rate per transaction. I bought the salon swipe first and had nothing but problems with it. By the time “customer service” did call me back, I had already deactivated my account and bought the Square. Salon swipe claims to have 24/7 customer service and technical assistance…. Someone MIGHT answer your call after 20 minutes on hold if you’re lucky, but that’s only to tell you that someone else will call you back. Which will not happen in a timely manner. Ripoff.

  15. quan

    I used this device one time four days ago and I still haven’t received my money. I have emailed support and left voicemails but received no response. WHERE IS MY MONEY? I will never use this again.

  16. sherrie

    I have tried to contact this company for several days about customer service. I cannot reach anyone. The answering system says you can online chat with them ,but there is no link on the website, VERY DISAPPOINTED

    1. judi van horn

      I would have to agree. I purchased my card yesterday and am trying to activate it. It wants my rebate code and when I put it in the program just sits and spins. The phone number listed to call is incorrect, the number that number gives you is the wrong place and now I have been on hold for quite some time! So far I am not impressed.

      1. paige phillips

        February 9,2013 I (manually, because the swipe didn’t work) processed 2 payments thru Salonswipe. I have yet to receive my $. My bank account info. was TOTALLY wrong, like not even close… and now it seems my emails to “mike” and voicemails to “Issac” have fallen on deaf ears. I am super disappointed but mainly want my $! I don’t even know what to do next? I’ve heard nothing from them this week at all. Its unreal.

        1. arlana

          hi , i am having the same problem. I did transactions 3 days ago and havent got paid. I left a message,noone has called back. Did you get yours resolved, if so, How?
          Thank you, Arlana

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