Review Time
I guess for starters I would recommend reading all the negative reviews here and know that from my experience, they are all 100% justified and most match my experience as well. This company has a total lack of support. Further, PayPal/Braintree will hold your funds in what I would consider a legally questionable manner. After they create operational issues as a result, they seem more boastful of their power than concerned for their customer and how to resolve a problem. They seem to use any plausible deniability they can muster as an excuse to put funds on hold or limit withdrawals in order to bolster their own companies balance at their customers expense, which I believe is a breach of fiduciary duty.We were assigned an account rep when we signed up, which left the company. We did not get a new rep, and to date despite requesting one they have not assigned us a new rep and seem to be avoiding doing it (but without admitting it). They seem to change the bar as they go, and without warning.Paypal/Braintree is basically a monopoly that's grown to a size it sees customers as prey to be taken advantage of and destroyed. They are financially well enough off to not care about your companies long term success vs what they can suck out of your company in the short term.Our company has started searching for another payment processor/gateway. If Braintree/Paypal doesn't change it's standard operating procedures immediately we have no intention of staying to be further exploited by them. This is not something we take lightly as it's a lot of complication for a ecommerce/in-house retailer to change it's payment processing for no reason.
10 days ago Braintree stopped paying us our customer's money. Since then, they have just told us every day that there is nothing they can do, that they have raised a ticket with their bank partners, and they cannot tell us when the money will be paid to us.Think about this for a second. This is our money. It's more than £100k and going up every day. And yet they are telling us that it is not in their control to fix that.There is no phone number for customer support. As a business we have been cut off from our revenue, and the people we trusted to take our payments simply could not care less. NEVER, EVER TRUST THIS COMPANY.
Something has gone badly wrong with this company. I opened a merchant account with them a few years back, and all was well. They were responsive, and the service worked. I recently tried to contact them to setup a second merchant account, but every attempt I have made to contact them has been completely ignored. PayPal (who own Braintree) claim to have no way of contacting them, which is nonsense. Given that it is completely impossible to contact them, I will now start the process of moving to a different merchant service provider ASAP, before anything goes wrong that will need support.
Braintree have been processing payments for our website for a few years and disbursing the money in a timely fashion into our business bank account without issue. Then we noticed disbursements had stopped, the last one we received being early May 2022. They have processed payments since then but disbursed none of the money to us. We have tried contacting them which is nothing more than a huge waste of time. We tried initially to raise an email support enquiry. All you get is an automated response and nothing more. After a week or more with no reply we tried the telephone route. They seem to only give a phone number for 'Sales' which actually goes through to PayPal. The support staff there are useless, one claiming that Braintree is nothing to do with PayPal and that they had no contact number for them. We pointed out that PayPal own Braintree so not having any contact details was absurd! We eventually got the call escalated and after speaking with a more senior member of support we were told we were being put through to Braintree support. We were left waiting for over 40 minutes and then the line cut off. We then tried to contact several phone numbers which we'd tracked down online but they just give an answerphone message saying 'this number is blacklisted'.Braintree is holding money that our small charity needs to keep going and there is no effort on their part to provide any information to make us feel they are dealing with the problem. Reading this forum there are clearly others in the same situation as us. We can only conclude Braintree don't give a damn about us. Avoid using Braintree at all costs. PayPal this is not good for your reputation.
We are a group of senior C-level managers starting an Internet-based business aimed at professionals. One of us has been running a consultancy company for 20+ years why we think we as a team know the business drill at an acceptable level. So, we apply for a payment solution at Braintree. And waits. For a week. For two weeks. Three weeks. Four. And still counting. And yes, we gave this company the benefit of the doubt and re-applied to cover for eventual internal sloppiness with customer applications. While we are still waiting we ask ourselves if we have ever in our careers met a company within a competitive sector that systematically ignores potential customers. The answer is, surprisingly - yes. Even twice. But both these rotten tomatoes went bankrupt within two years. We thank Braintree for showing its true face already before us signing up. We wish you all the best.
Claim your business profile now and gain access to all features and respond to customer reviews.
