Square US Reviews 7,317

WORST SERVICE - spent nearly 2 hours with Square Support today.

Issue:
I pay for Square Retail Plus, but the Plus features are not accessible on my account.

Examples:
- Label printing
- Offers/promotions
- Other Retail Plus features

The system keeps asking me to “upgrade to Plus” despite the subscription being active and paid.

What happened today:
- transferred between 6+ agents/departments
- repeated the same information over and over
- agents contradicted each other
- one agent confirmed there was an issue on Square’s side
- another said everything was active
- nobody actually fixed the issue
- chat disconnected during transfers
- had to restart from zero multiple times

I also previously had duplicate charges and was promised refunds that never arrived.

The most frustrating part:
multiple agents confirmed the subscription is active, yet the feature access itself is still blocked.

This appears to be some kind of backend provisioning/licensing issue, but frontline support just keeps transferring the case endlessly.

For a business platform, this level of support is honestly unacceptable.

I’ve documented the entire interaction.

My advice, STAY AWAY.

Easy to use.

I do not like that. I had to literally call the number to cancel my square to get some customer service on a charge I was questioning. I will be canceling my personal square account. Because of this, I need someone to talk to to help me with situations, and the bot is just not Thorough enough , they're going to lose a lot of business because of this.

I'm an entrepreneur with 25 years of experience. I have a very successful cosmetics brand. Also, I have a new clothing store. I decided to give a try to this company and regretted the minute they signed up.

First of all, "they were not able to verify my identity," which is ridiculous. They did not even ask for my documents. They just blocked my account without even running any checks on me or asking to provide any business information, then simply banned me five minutes after I created my account for the first time in my life. This is such a surreal experience, considering that I make millions of dollars every month and I have no idea what is wrong with this company, but it is also a nazi germany.

The few times I have needed support for our business Square is very responsive and has gotten things done in 24hrs or less. I wish all app services had the same quality customer services as Square.

The fees taken from payments never match any of the options the square fee calculator gives me.
Example $15.00
choices include:
In-Person .51
Online .76
Keyed .70
Swiped .49
I sent my customer a payment link for 15.76 .
I received 14.94 after square took .82.
I know this is a small amoount, but most of our transactions are quite large and the fees scale accordingly.
I contacted support, and have been in a chat with them for 18 mins so far, and they are just sorry am I upset, undersatnd my frustration
What I want is a little transparency about what I am being charged so I do not have to redo everything twice and still lose money to square. Is that too much to ask?

Horrible customer support team! They were rude and very condescending! They put to separate reviews on my account as soon as a larger deposit made. They held my money fir days and told me It would be 4-5 days before I could speak to a supervisor! It was a horrible frustrating experience and as soon as I figured out how to unsubscribe i will, but they make that just as hard! This app/company are scam artists!!

Wait list requests should be easier to book. Now I have to make a whole new appointment. There should be a feature to either accept the appointment or propose a new date and time or reject it.

I love Square!

It's great for all of my business needs. I just wish I had more volume in sales so I could take advantage of more tools that currently cost too much for my small business.

My chief complaint would be how my website is. It is hard to change things and not every page is visible despite my best efforts. I keep getting notifications that some of the pages aren't indexing correctly and it can't be resolved....so that's a pain.

We didn't have an issue with Square until they cancelled our account without giving a valid reason for doing so. They also said that we couldn't appeal the decision. We own a hemp dispensary, so I guess that's the reason?? We used Square for 6 years, and for them just to cancel our account without a valid reason is unacceptable. I read where they are doing this to other small businesses as well. I would not recommend this company to anyone because of their unethical business practices, and lack of compassion for small businesses!

Square has been holding funds due to me for a 90 day period, that is now approaching 120 days, for reasons that nobody can explain. No customer support. Never a reasonable answer. Never any solution. I am certain this scam company is holding a substantial amount of money from customers who are dealing with the same issues. Completely criminal in nature.

I have been with square for over 10 years
Never have a dispute in my account
I also use their invoicing service
The one time I got a dispute from a thief saying he had no knowledge of card being charged
While I have written proofs and videos of this customer buying at my store and WhatsApp massages of the customer acknowledging the fact he got the goods
Square could not have my back and end up giving my money to the customer Not even fighting back for me
The fact that another bank make the decision and you can't do anything for your customer, and its upsetting specialy when i have provided all the proofs possible

cost for the service offered is great

Incredible employees with immense care, support, and kindness. The Square team is absolutely incredible at their jobs and doesn't get enough credit for it. I couldn't have asked for more when I had a problem, and their want for fixing the issue was amazing!

The are quick to help you with errors that have caused suspicious activity and locked your account. I am grateful for that.

I give two stars to square just for the fact the platform is instant payouts. That is about all that’s great about this platform, if you can even get a payout. I had one successful transaction with square, just one. After Square put my account in review for one payment, I cashed it out instantly. Then my account goes in review again and I had to verify id for the 5th time in the 5 days I had the account. My identity didn’t change, I’m the same person. Then my accts closed, for absolutely no reason, I accepted one payment just one.
So to recap I had my square acct for 5 days, I had to id verify 5 times in 5 days, I got to accept one payment, my account went into review 5 times and then closed.
There is security and then there is ridiculous! Square is the captain of ridiculous. Why create a payment platform if you don’t want people to accept payments? Make it make sense Square! Your reputation of account closures for no reason is almost as bad as cashapp! Square needs to reevaluate its platform because your not helping businesses succeed, all you do is contribute to pissed off customers, businesses having to give refunds and not allowing businesses to provide a steady payment platform!

Works well for my business

So simple to manage everything I need in one place when I'm busy

When I was renewing my Weebly subscription for two years, my bank somehow got it into their heads that this was a monthly subscription. I emailed Square customer service and got a reassuring response within six hours, along with documentation to forward to the bank to correct their error. I could not have asked for better back-up from Square. Very impressive. Michael Delahaye, Adelaide, Australia.