Review Time
Ultimately resolved, but worst customer service I have experienced in a long time. We purchased three Square terminals in January for use at our upcoming musical festival beginning at the end of February. Our audience members have long been asking for a way to pay without needing cash, and the Square terminals fit the bill. After getting the terminals, we then set up a new account, entered our banking information, verified OK.Being a charitable society, the next step needed was to list our directors, so we did that. Square needed to review the information, which might take up to 5 business days. All good. Our first event wasn't taking place for three weeks. After a week, no response from Square, our account was 80% set up but our terminals could not receive payments until Square reviewed our director details. So I sent an email. Square would respond within 1 to 3 business days. Fair enough.Two days later, a service rep responded to my email and asked when we had started the process. I explained it had been more than a week and asked how much longer the verification process might take. No response. After three more days with no response, I sent another email. Next day another. Then another. It was now more than two weeks since I sent the details with no response. Should we return the terminals? Still no response.So the next Monday I started phoning. The first service rep was very understanding and apologized for the delay. She would escalate the situation to the accounts services department, and someone from there would get back to me with an update later that day. OK, our event was beginning the next weekend, so there was time. Having received no phone call, I phoned again the next day. Spoke to a different person. Apologetic. They saw I'd called the previous day and would escalate the matter. Still no response. Next day, new phone call, new service rep. Said they would escalate the situation. Next day, same frustrating routine.Friday before our event, the terminals were still useless because our account had not been activated at Square. Called again. The service rep was apologetic. Gave me a case number and assured me that someone would call with an update later that day. I gave them my cell number as I was heading to work. Friday afternoon, I received a call from Square. Wrong number, the service rep said. They had intended to call someone else and didn't have an update for me. However, someone from the accounts department would certainly get back to me Saturday morning. Or maybe Saturday afternoon.On Saturday afternoon, having heard from no one, I called Square again. Could I speak to someone in their accounts department, as no one had called me back? Sorry, the accounts department was closed on weekends, because of course it was. No one would be calling me back until Monday. I notified our event organizer that they would not have any Square terminals ready to use for their session starting Monday.On Monday morning, just before I was to call Square, I received an email and message in our dashboard. Square couldn't verify our director information because what they had retrieved didn't match what we submitted. What they retrieved was two years out of date and contained errors, scraped from who knows what website not associated with our group. So I resubmitted our current director information. Please wait up to two business days for Square to review the information. That was Monday morning.By Wednesday morning, we had received no response, and our account was still not activated. I called again. The service rep saw we had been contacted on the 26th, and today was only the 28th. We should not expect an answer until at least two business days. I said it had been two business days: all day Monday and all day Tuesday. OK, they would escalate the case. Again. I contacted Square's chatbot service. They couldn't help me but gave me a new number to call that would get right to someone with a solution. Called the new number, new service rep, but they could not transfer me to the accounts services group because they don't take calls. The service rep would escalate the situation.Thursday, still no response, so I called again. New service rep, very apologetic. Assured me they would follow up with an email update later that day. OK, I said, having no expectation of receiving a response. I posted my complaint to Square's customer help forum, asking why it had taken a month to verify our director information. Later that day, just before our next event was to begin, Square activated our account, and we are looking forward to using our new terminals.
It has been great using the app for the business I just wish there was certain things u paid that came together like automatic be able to message your clients back for waitlist. Some don’t realize they have to say yes… and the email send out you didn’t have to pay separately with the text one
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I forgot to put my apartment number, I realized within seconds of placing my order and sent an email to SuperDry. They were unable to make the change and directed me towards UPS. They were also unable to make the change. UPS sent my package to USPS who sent back the package to SuperDry. They said they would be resending my package with the correct address, haven’t heard back in 2 weeks. I have ordered before and haven’t had an issue.
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