Lia B.

Square has been giving us the runaround for months in their customer service system and now they are flat out refusing to make essential amendments to our tax documents, which is absolutely unheard of for a payroll service. They claim their little department of accountants simply can't handle it, as though they are some small business and we should let them off the hook. Square is a multi-billion dollar company, they can hire enough accountants to do their job! We have to pay an outside accountant to fix the mistake so that our employee doesn't have incorrect W2s.

They also force all invoicing we do through their system to say that our "preferred payment method" is paying by credit card through Square, so that they can take a 3.9% cut of all our earnings. They didn't have a system set up to get tax credit reimbursements for emergency COVID leave when MA shut down in the Spring. Since they refuse to do amendments, they told us to illegally lie and put the paid COVID leave through now even though our staff are working again.

As long as everything is going perfectly, Square is fine. Decent platform and good price. As soon as any problem needs to be addressed, they are a garbage fire of a disaster and will sweet talk you on the customer service line and then essentially tell you to F*ck off because they're big and rich enough to ignore your needs.