Review Time
We spent over 200 hours on a full custom integration of Braintree for our platform, including payout functionality. After nearly a year, we're still stuck in sandbox mode—it's virtually impossible to go live.Communication with their team is abysmal. I managed to get on one call, but after that, my number was blocked, and I haven’t been able to reach anyone since. Every single time I tried to call it was dropped right away. I'm CEO and own a valid and active LLC in California, San Francisco Bay from 2019, and yet they never once asked for documents - I would be happy to go all verification process if that option would exist. But no - noway you can get live production mode. They want you to play around in their sandbox till the day you die.Initially, there was at least a “Connect to Sales Team” option (even though no one ever responded). Now, that page doesn’t even exist. It’s like they’ve completely abandoned entire system of creating live accounts. They ask you to log in with paypal - I tried twice - with my personal account and business. After paypal login it says " You all Set up" and redirect you to Braintree when you see "This account is not connected to any braintree account". What a shitshow. They dont let you any option to create an account even you have sandbox for a few years. Braintree has been nothing but a frustrating black hole of wasted time, energy, and money. We're now switching to Stripe, even though it means rewriting the entire integration from scratch. At least they have proper support and a working system you can trust.Do yourself a favor: avoid them. It’s a complete disaster. Braintree is a shitshow all around
I urgently needed to refund a customer, but Braintree locked me out of my account due to two-step verification sending a code to an old phone number I no longer use. They don’t offer the option to receive the code by email, which is just poor planning — people change numbers!Worse, there’s no phone number to call for immediate support. I contacted PayPal (their parent company), and they were completely unhelpful — they gave me a number that belongs to BA instead. I then emailed Braintree support, only to get a reply that the email is no longer monitored and to use their help form.Guess what? The help form requires your merchant ID… which I can’t access because I can’t log in. Ridiculous.This is incredibly poorly organised, and now I’m stuck with an unhappy customer waiting for a refund I can’t process. Before you join Braintree, think twice. Their customer support is practically nonexistent, and they clearly don’t prioritise merchants’ needs.I can only hope someone from their team reads this and actually reaches out to help.
The are three things a company should be able to fulfill good reliable service,fast and efficient and finally open and transparent communication.They did not achieve in any category.If you are reading things you did a good job by questioning the company and hope this review ensures you trust your gut.The deal looks promising but they will not deliver.Poor customer service they take your money and you are left with nothing.Do not trust this company I repeat for your sake do not trust this company.If you have any services with them cancel it with them.
I got onboarded and started processing through Braintree nearly a month and a half ago. Brenden Cordell is the agent who onboarded me and said I could ask questions whenever, yet hasn't responded since September 26th. Additionally, any support requests I open have been handled with copy and paste responses that do not answer the very specific question I've had for nearly a month. If stripe is available, I suggest using them, if not square and verifone are better options. Braintree is run by a bunch of morons.
Our company recently had 4 suspicious transactions that got approved by Braintrees payment gateway on our website and even passed their fraud check. Since 3 different cards were used and the potential fraudulent customer tried checking out and failed 6 times before, i required support from Braintree, for the first time in 4 years and it has been 1 week and no reply. All i asked for was to verify the transactions as we all know that if a charge back is put forward against us, we will lose the funds. Transactions total is $4322.48 so its enough to effect our business. All Braintree is good for is taking their cut and nothing else. Will consider new options moving forward with support.
Braintree has ruined my life. Allowed hundreds of thousands of credit card fraud. Zero customer service. Cancelled our service. Holding onto thousands of dollars from us. And still getting credit card fraud complaints that lead back to us.Do NOT use them. Please.
absolutely despicable service, it's shocking that a brand like this can even be connected to a brand as big and (seemingly) successful as paypal, i have an EXTREMELY urgent purchase i'm trying to make, with braintree unfortunately being used by the website i'm trying to make a purchase from, easily the worst experience i've ever had trying to make a purchase on the internet.
As a small business owner averaging $80,000 per month in online transactions, I never thought I'd have to write a review warning others to steer clear of a payment processor, but here we are. Our recent ordeal with Braintree Payments has been nothing short of a nightmare, culminating in a loss of over $10,000 due to fraudulent transactions.We were aware that 3-D Secure (3DS) does help mitigate this type of fraud, so naturally, we reached out to Braintree for support. Their response was baffling and frustrating. Despite our monthly transaction volume, their support team casually mentioned that they couldn't provide us with 3DS "due to low volume." This excuse feels not only arbitrary but also dismissive, considering the financial stakes for our business.To make matters worse, the attitude of their support team was condescending and unhelpful, adding insult to injury. At this point, I can only advise others in the strongest terms: Do not engage with Braintree Payments. Their inability to provide necessary security measures and their overall lack of support could end up costing you dearly, as it did us.
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