Review Time
Disgustingly terrible customer service
I have been trying to have a bug resolved on their website which prevents me from using my payroll service (of which is have continued to pay for). The customer service team said I would HEAR BACK in 20 business days... Its now been 3 MONTHS! 10 representatives, multiple emails, and promises later and ZERO update. Not even 1 saying they are at least working on the issue.
It seems the entire customer service team is more focused on tossing the hot potato than solving the actual problem for their clients.
Before this I would have recommended Wave to everyone but now I would avoid it like the plague. So sad such a great application is absolutely ruined by a horrible customer service team.
Please pay the extra money to their competitors, last thing you need is to not be able to pay your team for 3 months due to being left hanging.
Tech is supposed to remove friction. Not create it.
This week I needed to file 1099-NEC forms for independent contractors. Simple task. No W-2 employees. No payroll. Just contractor reporting.
Under Wave’s new structure, 1099 filing is locked behind full Payroll activation.
That means:
• Employer tax enrollment
• State unemployment rates
• Prior payroll history
• Workforce development tax setup
• Compliance screens meant for companies with employees
For a small LLC with zero payroll employees, that workflow creates unnecessary complexity and compliance anxiety. The system assumes payroll infrastructure even when payroll does not exist.
When platform design forces users into irrelevant regulatory pathways, support turns into friction. Execution slows down. Deadlines get tighter. Confidence drops.
This is a good example of how bundling features can unintentionally penalize small businesses.
I ended up using Track1099 and finished in minutes.
The broader lesson is not about one tool. It is about product design.
If tech gets in the way of support and execution, it is not serving the user. It is serving the architecture.
Small businesses do not need more systems. They need cleaner ones.
Regrettable choice to switch services. The decision to leave my previous software was a mistake. I thought I would save money, but this service has been disappointing, and the support is even worse. I'm shocked that they are still in business. It's truly astonishing.
The worst mistake I made was switching from my previous software. I thought I would save a bit of money, but this product is completely worthless, and the support is even more inadequate. I'm astonished that this company is still in operation. It's unbelievable.
Very disappointing experience. The policies and support team demonstrate a fundamental misunderstanding of how legitimate businesses operate. Despite our client making a payment through the secure portal before product delivery, we faced unreasonable demands, including proving customer satisfaction before shipping. The lack of clear legal or compliance explanations from their representatives was unacceptable. We were put in a position that could damage client trust and make us appear unprofessional. Their support failed to provide coherent guidance or meaningful escalation. As a result, we have terminated all services and moved elsewhere. I would strongly advise any company selling physical products to avoid this service, as their processes are misaligned with real-world commerce.
Terrible service. With 15 years in business, I've never encountered such disgraceful service. They are essentially withholding my client's funds and not answering my questions. If there is a fraudulent transaction, they should inform me so I can address it. After waiting hours in chat, I received disrespectful automated responses. Later, I was told my business couldn't be verified due to perceived risks in my industry. While I understand this, the situation could have been handled much more professionally. I'll give it 2 stars instead of 1 due to their eventual response.
Very frustrating experience. As a sole proprietor and consultant, I was lured by promises of instant access but faced account locking after my client paid. They demanded excessive personal information before denying my account. Now I have to explain this to my client and re-invoice them. This feels like a bait-and-switch, and they are holding my money. It raises serious concerns about this service.
⚠ WARNING: Avoid this service. I want to alert others about a troubling experience. Even after closing my account and removing bank access, they withdrew funds from my account without permission. I had read similar reviews from others before closing my account, but it still happened to me. This raises major concerns about security and ethics. I even visited their office, which was empty—no staff or reception. They handle sensitive customer information but lack transparency and accountability. I advise anyone considering this service to be cautious and report any similar issues.
Deeply disappointed and warning other business owners. This service has failed us completely. For the last two payrolls, they withdrew funds but never paid our employees, breaching trust. Despite numerous attempts to contact support, we received no real responses. Visiting their office revealed no staff and multiple businesses with the same complaints. We are now filing a police report and considering legal action due to their failure to process payroll. This situation looks fraudulent, and I urge business owners to be extremely careful.
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More than 2 million small businesses and freelancers use Wave to send invoices and manage accounting and bookkeeping. Award-winning free software, accountant-approved. Plus services for credit card processing and payroll.
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