Review Time
Braintree declined us........... and we have a large UK Commercial Retail Website.......... all totally legit. We also have a large physical highend Retail shop and we are refused. No reason given just a plain no........... so now looking for a payment gateway......... Mind you after reading these reviews I am somewhat happy Braintree refused us. Looks like a lot of trouble may have came our way using them.
Our company has been using Braintree for many years. When we first signed up they seemed like a great option - they were helpful and responsive. But since then they've been bought by Paypal and now their services have declined and their support is atrocious. There is no way to contact them by telephone for support major red flag) though there is a phone number to call them for sales support (imagine that!). So if you have a problem with one of the most important parts of your business (accepting payments) the best you can do is go through their annoying online form that tries to steer you to generally useless support articles and then finally to an email form. After you email them you receive a note stating "Thanks for reaching out! Due to increased inbound volume, responses may take longer than usual, but a Support rep will be in touch as soon as possible. We appreciate your patience."I can't imagine any product or service that I paid this much money to year after year that does not provide telephone support. Their email support, once you finally get a response is also of low quality. The people who respond seem to just cut and paste generic information and links to support articles that do not answer the question. I can understand businesses wanting to reduce the amount of time they spend answering the same questions over and over, but the idea that you have a business that is taking 3% of your company's revenue and they won't provide the support you need when you need it, is truly astounding. I recommend you look elsewhere for your merchant processing.
I'm seriously worried this company may be going out of business and cannot believe they deal with peoples money and data. They have ZERO customer support. They just do not respond to support queries. They are owned by Paypal and we are in 2021 yet they just don't care about their customers. Shocking!
I requested an account with Brintree 5 days ago. I did not receive any communication from the sales team. I did not even receive an email about my request. I was excited with the API and sandbox and their documentation. I built my applicaiton and I am waiting for them to give me a LIVE account. I hope they are still in business as I have not heard from them at all...
We run hundreds of thousands of dollars through Braintree, so sometimes there's a need to speak to support. But that's impossible with Braintree because they have no phone support! It's shocking that we're provided with the same level of support a small seller on eBay is given. Braintree customers have a choice of many providers--that's why we're switching.
Why did you get rid of phone support? The one thing a customer wants from their payment processor is accessible support at any given moment. This is important to every business. They cheaped out on phone support.Who is paying who? How are you not accessible? Why should I even continue to use this service?Update: I had a new issue and the lack of phone support is just absolutely awful. My merchant is going on a 4th day of not being able to process any payment at all and they have not even properly addressed my issue. This is terrible i am going to have to look for a new company and waste money on new integration because they got rid of their phone, want to keep processing fees even on refunds, but don't provide any service for what you are paying them. FOUR DAYS!
Abysmal levels of support and some concerns around gateway security haven't been supported.If you are looking for good technical support, don't even bother going with Braintree as you cannot access anyone at the company. All phones lines are shut off, and you can only request support through forms that are not responded to. There are much better options out there who can support their customers, with Braintree you genuinely get nothing at the moment.
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