Customer Reviews (500)

Tjamiej • 2025-03-21T12:21:54-07:00

Reasonable and after some established time , loans are available

SoccerJoe305 • 2025-03-21T11:57:00-07:00

Simplicity of use. The tools are useful, from invoicing to requesting and taking payments. Greatest business tool!

NurseSarah • 2025-03-21T08:12:51-07:00

I am absolutely outraged by Square’s disgraceful handling of my account. My account was frozen on March 14, 2025, with zero explanation and no communication regarding why this happened. Square is currently holding $332.93 of my hard-earned money hostage without justification. I have called support twice — on March 19 and March 20 — and have yet to receive ANY reasonable answer as to why my account was frozen or when my funds will be released. This is completely unacceptable. Holding my money without explanation is unethical and likely unlawful. I will be pursuing every possible course of action — including filing complaints with the Better Business Bureau (BBB), the Consumer Financial Protection Bureau (CFPB), and sharing my experience publicly to warn other business owners about your shady practices.

Summary of Key Insights

Square Point of Sale (POS) is a widely used app with generally positive sentiment, particularly regarding its ease of use and convenience for small businesses. However, a significant number of users report critical issues, especially concerning account deactivations and fund holds, which severely impact their business operations. While users appreciate the app's functionality and loan availability, concerns about high fees, poor customer service (particularly with offshore support), and the lack of transparency are recurring themes. The app's reliability also comes into question with reports of crashes, reader connectivity problems, and issues with recent updates. The overall rating distribution reveals a polarized user base, with a large number of very satisfied users balanced by a substantial group experiencing significant problems.

Key Strengths:

  • Ease of use and setup
  • Convenience for accepting various payment methods
  • Availability of business loans
  • Feature-rich for different business types (retail, restaurant, etc.)

Key Weaknesses:

  • Account deactivations and fund holds without clear explanation
  • High transaction fees
  • Poor and unhelpful customer service, particularly offshore support
  • App instability and connectivity issues
  • Lack of transparency regarding fees and fund transfers

Overall Sentiment: Mixed. While many users are highly satisfied, a significant portion expresses strong dissatisfaction due to critical issues.

Quantitative Metrics:

  • Overall Rating: Based on the score distribution, the average rating is approximately 4.05 stars.
  • Score Distribution:
    • 5-star: 58% (290/500)
    • 4-star: 3.8% (19/500)
    • 3-star: 4.8% (24/500)
    • 2-star: 3.2% (16/500)
    • 1-star: 30.2% (151/500)

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Reviews appear to be from 2024 and early 2025, suggesting recent data.
  • Analysis Methods:
    • Sentiment Analysis: Categorizing reviews as positive, negative, or neutral based on the language used.
    • Keyword Extraction: Identifying frequently mentioned words and phrases to uncover common themes and issues.
    • Frequency Analysis: Counting the occurrences of specific issues and feature requests to prioritize recommendations.

Key User Pain Points

  • Account Deactivation and Fund Holds: Numerous users report their accounts being deactivated with little or no explanation, and their funds being held for extended periods (90-120 days). This is a critical issue that can severely disrupt business operations and cash flow.
  • High Transaction Fees: Many users complain about the high percentage-based transaction fees, especially for manual card entries and instant transfers, which significantly reduce their profits.
  • Poor Customer Service: Users consistently report negative experiences with customer service, citing unhelpful representatives, language barriers (offshore support), long wait times, and difficulty reaching a resolution.
  • App Instability and Connectivity Issues: Several users mention app crashes, freezing, and problems connecting to card readers, leading to lost sales and frustration.
  • Lack of Transparency: Some users find it difficult to track fees, understand fund transfers, and access historical sales data.
  • Dispute Resolution Favoring Customers: Merchants feel Square automatically sides with customers in dispute cases, even with proof of service, resulting in financial losses.

Frequently Requested Features

  • Lower Transaction Fees: A common request is for lower and more competitive transaction fees, potentially with tiered pricing based on business size or volume.
  • Improved Customer Service: Users want more responsive, knowledgeable, and accessible customer support, preferably with U.S.-based representatives.
  • Enhanced Reporting and Analytics: Users desire more detailed and customizable reports, including better tracking of sales tax, fees, and transaction times.
  • More Control over Disputes: Merchants want a fairer dispute resolution process that considers their evidence and protects them from fraudulent chargebacks.
  • Cash Option for Checkouts: Some users request a dedicated cash payment option during checkout.
  • Ability to Print from the App: Some users mentioned the lack of air print functionality.

Strengths and Positive Aspects

  • Ease of Use: The app is widely praised for its intuitive interface and ease of setup, making it accessible to users with varying technical skills.
  • Convenience: Users appreciate the ability to accept various payment methods, including credit cards, debit cards, digital wallets, and online payments.
  • Business Loans: The availability of business loans through Square is a significant benefit for many users, providing access to capital for growth and operations.
  • All-in-One Solution: The app offers a comprehensive suite of features, including inventory management, invoicing, appointment scheduling, and customer profiles, making it a valuable tool for managing various aspects of their business.
  • Tap to Pay on iPhone: The tap to pay feature is highly praised for its convenience and speed.
  • Customization: The ability to customize the app for different business types (retail, restaurant, etc.) is appreciated.

Prioritized Action Recommendations

High Priority:

  • Address Account Deactivation and Fund Hold Issues: Implement a more transparent and fair process for account reviews and deactivations, providing clear explanations and timely communication to affected users. Expedite the release of held funds for legitimate businesses.
  • Improve Customer Service: Invest in training and staffing to provide more responsive, knowledgeable, and U.S.-based customer support. Implement a more efficient system for resolving disputes and addressing user inquiries.
  • Reduce Transaction Fees: Review and adjust transaction fees to be more competitive and transparent. Consider offering tiered pricing or discounts for high-volume businesses.

Medium Priority:

  • Enhance App Stability and Performance: Invest in bug fixes and performance improvements to address app crashes, freezing, and connectivity issues.
  • Improve Dispute Resolution Process: Implement a fairer dispute resolution process that considers merchant evidence and protects them from fraudulent chargebacks.
  • Enhance Reporting and Analytics: Add more detailed and customizable reports, including better tracking of sales tax, fees, and transaction times.

Low Priority:

  • Add Cash Option for Checkouts: Implement a dedicated cash payment option during checkout.
  • Implement Air Print Functionality: Add the ability to air print reports from the app.

Opportunities for Startup Ideas

  • Transparent Escrow Service: A service that acts as an escrow for online transactions, providing both buyers and sellers with greater security and confidence.
  • Merchant Advocacy Platform: A platform that advocates for merchants in disputes with payment processors, providing legal assistance and dispute resolution services.
  • AI-Powered Customer Service Assistant: An AI-powered assistant that can provide instant support and resolve common issues, reducing the burden on human customer service representatives.
  • Fee Negotiation Service: A service that helps small businesses negotiate lower transaction fees with payment processors.

Trends and Observations

  • Polarized Sentiment: The high percentage of both 5-star and 1-star reviews suggests a polarized user base, with a significant number of users either highly satisfied or extremely dissatisfied.
  • Customer Service Concerns: Negative sentiment towards customer service is a recurring theme, indicating a need for improvement in this area.
  • Impact of Updates: Some users report negative experiences following app updates, suggesting a need for more thorough testing and quality assurance.
  • Language Preferences: The presence of reviews in languages other than English (e.g., Spanish, Chinese) indicates a diverse user base and a potential need for multilingual support.
  • Fraud Concerns: Concerns about fraud and account security are prevalent, highlighting the need for robust security measures and fraud prevention tools.

Conclusion

Square Point of Sale is a valuable tool for many small businesses, offering convenience and ease of use. However, significant issues related to account deactivations, high fees, and poor customer service are causing considerable frustration and financial losses for a substantial segment of users. Addressing these pain points is crucial for improving user satisfaction and retaining customers. Investing in customer service, enhancing app stability, and providing greater transparency are essential steps for Square to maintain its position as a leading POS solution. Overall, while the app offers many benefits, potential users should carefully weigh the risks associated with account deactivations and fund holds before committing to the platform.

Original App Link

https://apps.apple.com/us/app/square-point-of-sale-pos/id335393787?uo=2