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Update: I reached out once gaain to square with a different issues and pretty much had the same experience. Customer service was non-existent and technical team was unable to resolve the issue. We were looking for a more responsible company for our POS and after a few bad years of experience with Clover decided to go with Square. Our top criteria was a responsive customer service and square assured us that we wont have any problems with the. But I think this is quite typical when companies become too big, they don't necessarily care too much about smaller accounts. We had a sales rep that was very responsive when we got onboarded, called me 4 times in a day to check on us and then suddenly vanished in a couple of weeks after that. We wanted to sign-up for some subscriptions and thought Square would be eager since its increasing their sales but nobody really bothered. The agents initiate a ticket, tell us that it takes 24-48 hours to get a response, when I don't get any correspondence I call back and they reescalate the ticket and the cycle continues.For any new small business owners, be prepared to spend 3-4 hours on the phone every week to follow up on cases. I even asked an agent today that I would like to just cancel my square account and he didn't even bother to ask the reason for my disappointment. The upper management at Square need to address these issues otherwise you are going to end up alienating small businesses.
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