Customer Reviews (100)

Dr. Rondoheimer • 2025-03-31T05:10:25.563Z

They hold your hard earned money for stupid reasons. Annoying, high fees, poor customer service.

Patrick Jonathan Davis • 2025-03-31T04:12:29.656Z

very efective for use in the field as a contractor to get secure payments for my jobs and being able to relax knowing the payment is complete without worries of returns on payments not sufficient reducing costs and making payment options easier for customers as well

Karen Alaniz • 2025-03-31T04:06:38.619Z

I've used Square for my small business for years but they do not protect businesses at all. Literally all a customer has to do is come to your business, pay with their Credit card, take their item, then file a dispute with square for any reason at all that they don't like the item. Square immediately takes the money out of your account, or allows the customers bank to keep the money, resulting in theft of services. you have zero recourse. DO NOT USE SQUARE! It's appalling, terminating!

Summary of Key Insights

The Square Point of Sale app generally receives positive feedback, with a significant majority of users awarding it a 5-star rating. Users appreciate its ease of use, convenience, and effectiveness in facilitating business transactions. However, there are notable pain points related to account holds, inconsistent customer service, rising fees, and occasional technical issues, such as connectivity problems and difficulties with the Tap to Pay feature. The sentiment is generally positive, but the negative reviews highlight critical areas for improvement.

Quantitative Metrics:

  • Overall Rating: Approximately 4.3 out of 5 stars (based on the score distribution).
  • 5-Star Reviews: 69%
  • 4-Star Reviews: 6%
  • 3-Star Reviews: 8%
  • 2-Star Reviews: 3%
  • 1-Star Reviews: 14%

Key Strengths: Ease of use, convenience, versatile payment options, and features tailored for different business types.

Key Weaknesses: Account holds and frozen deposits, inconsistent and sometimes unhelpful customer service, rising fees, occasional connectivity and technical issues (Tap to Pay), and lack of business protection against fraudulent disputes.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the version number (6.65).
  • Analysis Methods: Sentiment analysis (categorizing reviews as positive, negative, or neutral), keyword extraction (identifying frequently mentioned terms and issues), and thematic analysis (grouping related issues and requests).

Key User Pain Points

  • Account Holds and Frozen Deposits: This is a major concern, with users reporting random account holds and difficulties accessing their funds. This creates significant financial instability for businesses.
  • High and Rising Fees: Multiple users complain about the cost of using Square, with some specifically mentioning recent fee increases.
  • Poor Customer Service: Several reviews describe unhelpful, rude, or difficult-to-contact customer support.
  • Technical Issues: Connectivity problems ("unable to connect"), inconsistent performance of the Tap to Pay feature, and general app loading slowness are reported.
  • Lack of Business Protection: Users feel vulnerable to fraudulent customer disputes, where Square allegedly sides with the customer without adequately investigating or protecting the business's interests.
  • Inconsistent Invoice Functionality: Recurring invoices not charging on time or double charging customers.
  • Missing Sound Notification: Lack of specific sound for declined cards leads to potential loss of goods.

Frequently Requested Features

  • Improved Inventory Management: More detailed inventory reporting, including the ability to track stock shortages by employee and export inventory reports in various formats (Excel, Word, PDF).
  • More Customization Options: More customizable interface settings.
  • Specific Sound for Declined Cards: A distinct audible notification for declined transactions.
  • Better Tap to Pay Functionality: Improve the reliability and ease of use of the Tap to Pay feature.

Strengths and Positive Aspects

  • Ease of Use: Many users praise the app for being easy to set up and use, even for those with limited technical skills.
  • Convenience: The ability to accept various payment methods, including credit cards, digital wallets, and QR codes, is highly valued.
  • Versatility: Users appreciate the app's suitability for different business types (retail, restaurants, services).
  • Offline Mode: The ability to process transactions offline is a significant advantage.
  • Reporting Features: Basic reporting features are appreciated, although some users desire more advanced reporting options.
  • Tap to Pay: The Tap to Pay feature is seen as a convenient option.
  • Inventory Tracking: Square's native inventory management is useful for tracking stock levels.

Prioritized Action Recommendations

High Priority:

  • Address Account Holds and Frozen Deposits: Investigate the reasons for account holds and implement a more transparent and fair process for resolving these issues. Provide clear communication to users about the reasons for the hold and the steps required to resolve it.
  • Improve Customer Service: Invest in training and resources to improve the quality and responsiveness of customer support. Ensure that support staff are knowledgeable and empowered to resolve issues effectively. Implement multiple channels for support (e.g., phone, email, chat).
  • Review and Adjust Fees: Evaluate the current fee structure and consider offering more competitive pricing options, especially for small businesses. Be transparent about fee changes and provide clear explanations for any increases.

Medium Priority:

  • Enhance Tap to Pay Functionality: Optimize the Tap to Pay feature to improve its reliability and ease of use. Provide clear instructions and troubleshooting tips for users experiencing issues.
  • Improve Inventory Management: Add features to track stock shortages by employee and allow exporting inventory reports in various formats (Excel, Word, PDF).
  • Implement Declined Card Sound: Add a specific audible notification when a card is declined to prevent accidental losses.
  • Address Recurring Invoice Issues: Fix the problems related to recurring invoices not charging correctly or double charging customers.

Low Priority:

  • Offer More Customization Options: Provide users with more options to customize the app's interface and settings.
  • Improve App Speed and Stability: Optimize the app's performance to reduce loading times and improve overall stability.

Opportunities for Startup Ideas

  • Square Dispute Resolution Insurance: A third-party insurance product that protects Square users from financial losses due to fraudulent customer disputes.
  • Advanced Reporting Add-on: A premium add-on that provides more detailed and customizable reporting features for Square users.
  • Square Fee Negotiation Service: A service that helps Square users negotiate lower processing fees based on their transaction volume and business type.
  • Automated Reconciliation Tool: A tool that automatically reconciles Square transactions with bank statements to simplify accounting.

Trends and Observations

  • Price Sensitivity: Users are highly sensitive to changes in processing fees, indicating a need for competitive pricing and transparent communication about fee structures.
  • Customer Service Impact: Negative customer service experiences have a significant impact on user satisfaction and loyalty.
  • Localized Functionality Issues: Some reviews suggest that certain features may not be fully functional or optimized in all regions.
  • Trust and Reliability: Users prioritize the reliability and trustworthiness of the payment processing system, especially regarding access to their funds.

Conclusion

The Square Point of Sale app offers a valuable service to businesses of all sizes, particularly small businesses. While the app is generally well-received for its ease of use and versatility, several key pain points need to be addressed to improve user satisfaction and retention. Prioritizing improvements to account hold policies, customer service, and fee transparency is crucial. Addressing technical issues with features like Tap to Pay and inventory management will further enhance the user experience. By focusing on these areas, Square can solidify its position as a leading point-of-sale solution.

Overall Recommendation: Address the high-priority issues immediately to improve user trust and prevent customer churn. Continuously monitor user feedback and iterate on the product to meet evolving business needs.

Original App Link

https://play.google.com/store/apps/details?id=com.squareup