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As a merchant, I would advise you to steer clear of this company. Unfortunately, this has become true of the entire industry, but since they are a part of this, I want to provide clear warning. In the same way local governments are now allowing people to steal from stores without prosecution, Braintree, along with the entire credit industry, allows customers to simply call "fraud" for any transaction. You can even provide proof that the item was delivered to customer. All customer has to state is "I didn't order it." My advice, use a service like Zelle. The charge industry has no problem charging you for their services but they have no intention in assisting you when there is a problem. This includes Braintree. Any representative they assign you will simply tell you they can't do anything about it.
We are a Netsuite customer that was urged to switch to Braintree for credit card processing. (PayPal owns Braintree). It turns out that Braintree is not supported by Netsuite and when my credit card processing quit working NOBODY would help me. This is the sort of problem that will put a customer out of business and the response was absolutely disgraceful. Essentially they did nothing and tried to claim it was not their program causing the problem. I ended up having to PAY Netsuite for advanced support to get to the root of the problem, which ended up being Braintree all along. If they had given me an ounce of support I could have avoided many thousands of dollars in lost sales. BEWARE of Braintree. I would NOT ever use them if you can help it.
Been using them about 4 years. Credit card fraud has increased dramatically since switching to them.I would love to tell you why, but repeated requests to support for help in plugging whatever weakness the thieves are exploiting have yielded no help. After a recent attack that cost me over $2500 in losses, I received a demand from Braintree to submit bank statements to them to prove that I could afford these loses in the future. Seriously? No help - just a demand to prove I could afford to continue to be ripped off.Sorry, Braintree. You're right. I cannot afford you. I'm done.
Braintree Payments is happy to take your money for credit card processing and then not bother to offer customer support. They think customer support is some overseas agents sending form letter responses when they get around to it, while ignoring the content of your messages. I will drop this company like a hot potato as soon as I can.
The customer service level experienced from Braintree is the worst I have ever encountered. Braintree stopped distributing our card sale funds 3 weeks ago and are completely unresponsive too our messages/emails for an explanation. They currently owe us £100,000!
Wow, I wish I could give less than one star as I don't think 1 is deserved. after five years of being a loyal customer, processing over $10mm annually with them, it's been two weeks I am still waiting for someone to respond to a request for a serious issue we are having. I contacted a bunch of executives, I could find one on linked in; out of 50 contacts, one responded; here is her response, - says DONT EVER CONTACT ME ON LINKED IN.. unbelievable. looking at other reviews looks like this is a pretty norm for them.
Waited 1+ year to get an account approved. Then they terminated the account despite promises by the Executive Team that it will not be. Now I have applied for a new account, Sales team yet to respond. It has been 3+ weeks. We're losing business due to this. To say that I am frustrated is a huge understatement.
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