Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.
No Dedicated BBB Profile
The Better Business Bureau does not have a designated profile for Square for Retail. BBB does maintain a profile for Square, which contemplates its merchant accounts across all of its services.
As of this update, the Better Business Bureau is reporting an “F” rating for Square despite 2,916 complaints filed in the last 36 months. This complaint total is up from the company’s total of 2,591 at the time of our last update, which may indicate that Square’s BBB complaint total could increase further. Unsurprisingly, the BBB has lowered Square’s grade from an “A+” to an “F” despite the rising complaint volume.
How the Complaints Break Down
What Merchants Say
Square has also received 356 informal reviews to its BBB profile, only 11 of which were positive on tone, meaning 345 are negative. The most recent review describes an issue with Square’s Cash app:
Don’t ever use the cash app for any reason somebody hacked my account sent me a new card to my home address and these fools ain’t going to do nothing about it but say sorry. Someone hacked into their system and obtained my personal home address and sent me a fraudulent card! There is no phone number for you to use and if you look on the BBB website for Better Business Bureau, There is almost 3,000 complaints. Unlink your bank account and debit card throw away their card and delete the app now! If something happens to your money you will never get it back!
It’s unclear what this user’s specific problem was, but all Square Cash users are advised to watch out for Square Cash app customer support scams.
Pattern of Complaint Notice
The BBB has also prefaced Square’s profile with a notice of the pattern of complaints that the company has received. Following a review of its profile, Square’s customer service issues have caused the BBB to offer merchants a forwarning:
Pattern of Complaint
Square, Inc. came to BBB’s attention in December 2010. A review of the company’s complaints on file was done in October 2019. Based on BBB files this company has a pattern of complaints. Complaints on file state a lack of customer service specifically; a lack of timely response to urgent issues, assistance, and communication.
BBB reached out to the company so that they may respond to the complaints currently on file and explain the process of handling support tickets. To date, the company has not responded.
A “C” Performance
Due to the company’s high complaint count compared to its relatively short time in business, we have adjusted the BBB’s rating to a “C” for the purposes of this review.