Review Time
They don't care about their customers.Braintree let over 3,000 fraudulent transactions through to my small business website in one night - then took over $1000 in transaction fees from my bank account. I have tried to contact them several times over the past two months, but no one has replied. The only way to contact them is through the contact form on their website - yet no one takes the time to respond or help you in any way. Appalling behaviour from a company in 2021. Find a company that actually cares about their customers instead of ignoring them.
Possibly one of the worst companies I've ever had the pleasure of dealing with. Their support & customer service are rude, arrogant and genuinely offer no support when you need some help.Braintree pretend to be an acquiring bank but are just a middle man skimming a profit and offering no support and blocking communication. Would 100% avoid using this company if you want to process payments online.
Awful experience. Non-existant support. Fraud tools suck and allow all sorts of fraud through including thousands of pounds worth of chargebacks. Still take processing fees on chargebacks, so we lose not only the income, but also the product and to top it off braintree charge us for this experience. We will be looking elsewhere for a payment provider.
I have been with them since 2014. During the first 5 years, their support was awesome: quick, responsive, smart - I was used to get answers from them even in less than 24h. They really had the best support, with people with their brain switched on. Since 2020, things drastically changed for the worse, and it's going always worse and worse every month. As for today (2021) their support is completely inconsistent, inconclusive, useless, with no-brain attached anymore, but only copy+paste of preformatted templates. And, the worst, is drastically slow: the last ticket took them 26 days (!!) just to answer a f* template which had nothing to do with my request. It seems to me they don't care anymore of their customers, so I think maybe they're shutting down the business, or they're really close to. I strongly discourage everybody to start doing business with them. After telling them more than once I wasn't happy of their support change, at the end I finally decided to move to a different payment gateway, so my overall traffic with them dropped by 90% (I'm still keeping a small part of recurring payments). I was one of the "big" customers moving a high number of transactions, and one of their biggest fans. Now I tell everybody to avoid them. It's really a pity. But they really don't give a f.
They started charging for Multi Currency Fees with no prior notice, I have been challenging these for 3 weeks with several emails to their support team and not on response. They now owe me over £400 and no one in Braintree has the decency to answer my emails. Paypal wash there hands over it and despite owning Braintree they refuse to assist
We're so unhappy with Braintree and their lack of customer support and care. You are now unable to phone anyone, it is all via email. We had a fraudulent chargeback case for a large amount of money, we provided all evidence that the order had been shipped and received with photograph evidence and an email from the customer saying that the chargeback had been logged in error and it was still decided as lost!! This is so appalling that we're taking our small out-of-pocket business elsewhere!
WHAT A NIGHTMARE! Just don't. We were with authorize.net and when we built out a new store we were encouraged to move to Braintree. Then as we had sales come in online, the fees went crazy! They withhold their fee (supposed to be 2.4% turned out to be 3%) then had a bunch of other fees they took from our account without any description. Can't talk to a representative, everything is email. Our books are a nightmare for two months. JUST DON'T DO IT!
Absolutely ridiculous!!!If I could I would give minus 10000 stars.Support simply does not exist! At all! They just don't care about your problems.My account was somehow confirmed in march. 3 months later it's half-setup and some crucial payments verifications such as Amex safekey are not working jeopardising the security of payments. Any enquiries are just ignored. Managers who were initially responsible for account set-up disappeared. So we are now on our own with a half working functionality. It's just unbelievable how unprofessional a company can be in the financial sector, especially the one connected to PayPal.I wish I read reviews before I joined them.STAY! AWAY!
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