Review Time
Extremely poor customer service and unfair device policyI recently had a very disappointing experience with Zettle. Just two weeks after my device warranty expired, my card reader was suddenly locked by Zettle with no explanation. The device was in perfect condition with no damage at all.When I reached out to customer service for help, I was told there was absolutely nothing they could do and that I would have to purchase a new device. To make matters worse, when I asked to escalate the issue or speak to a manager, my request was outright refused.I find it unacceptable that a device can be remotely disabled so soon after the warranty ends and that the company takes no responsibility or offers no solution besides spending more money. The lack of support and unwillingness to even discuss the issue with a manager shows a complete disregard for customers.I strongly urge others to think twice before choosing Zettle, as their customer service is severely lacking and their policies are extremely unfriendly to small businesses who rely on these devices.
I bought two faulty readers from Zettle, contacted the UK Support Team who confirmed during a lengthy phone conversation that they should absolutely not be behaving the way I described. I sent a video as requested and was told that the Support Team would be in touch with me once they had escalated the problem as serious and needing additional support but got no response.I tried a number of times by email to chase but got no response so eventually phoned again for instructions on how to return the readers. I have now been told my complaint has been refused with the following incomprehensible explanation:"Based on our understanding of the above, we conclude that while we are striving to ensure a smoother experience for our users, it's impossible to predict when issues will arise with equipment, hence why we have the support team in place.However, we can promise that our specialists are on the clock even when our support team is not reachable, and they will ensure any and all technical issues are addressed."Which means .....? In summary, Zettle sell me two readers for around £170 that their own Support Team confirm do not work. I am told by that team to return them, then am told by central office that I should have tried a bit harder to get in touch with a technical team (whose contact details are not made available so how ......???)So now I am £170 out of pocket and don't have two readers. Thanks Zettle, what an amazing service.
I had issues with some money being withdrawn from my account called my bank they said speak to Zettle or Paypal and if they couldn't resolve it then to call back to them. Called PayPal they hung up on me, so called Zettle and just like that the issue was resolved. Nuff respect to Zettle.
After using Zettle for 5 years as an entertainer, they terminated my account instantly with NO NOTICE and withheld a payment of over £400 due to deciding my business posed 'high risk', even though I provided invoice, insurance and full details and my client was happy with the work already complete. I have chased, but had no answer for 18 days, I read their terms, I don't technically violate any of them.My client hasn't been refunded, I cannot refund them and my account has been frozen so I won't get my payment and cannot manually send a refund. They say it may take 120-365 days. I have bills to pay, I cannot wait this long. This further put me out of pocket to as I had no way to take payment at a market a few days later.I am a sole trader, living and working alone, responsible for all finances - terminating my ways of receiving payment for work completed puts me at risk. I cannot even go to the Financial Ombudsman because they won't send a final statement. I see this as discrimination and have contacted a solicitor, once again, meaning I am out of pocket when all I am trying to do is run a business.
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