Just venting

[maryanngregg]

I have been with square for over 13 years. 
I have had 10 loans, all paid back early. 
My current loan is paid back at 85%, and I do not owe any payments until *Nov 30th*, as I process credit cards every day, and are 34 days ahead of what’s due, and still having loan payments taken out. 

I am a coffee shop. 
I have had my coffee shop for 20 years. 
Square has TWELVE YEARS DOCUMENTED 

Last week, a power surge completely took out our only espresso machine. It’s newer, so I don’t have a back up. 

((changing that ))
Fried the entire thing. I was out of town, but my manager remained open, selling all the other drinks that we sell, despite, ZERO espresso drinks. 

I ordered parts daily from out of town 

coffee shop=espresso drinks 

It took 6 days, of being down, to get all the parts shipped over night ((happened on a Friday so weekend stood still)). Got home, ordered more parts as the electrician missed a spot that was fried. 

6 days total 

Today, I looked at the things that are always green, and have been for 12 years, ALWAYS, to see *needs work* *processing dipped*
being without a espresso machine, at a coffee shop, and my processing dipped less than $1000 the whole time! 

My manager did a FABULOUS job of selling everything and all the things to keep us up and running, while we couldn’t make coffee…..  

We had our regulars driving through a just  tipping, because they felt so bad our machine caught fire, that’s the kind of business I have 🙂 

If Square actually cared about the business’s who helped them get where they are today, they would have people, not computers, evaluating people’s business, and loans, and would actually reach out, not send all the generic do betters. 

I know Square is nothing like they use to be, but, my business is……and it really hit a nerve, to do SO well, when we couldn’t sell what we are, to get that message. 

Not even bothering contacting them. Long time ago I supposedly had a rep, never heard from him and whenever I have reached out in the past, it’s all generic replies. 

Thank you guys and gals for listening to me.  I know you all are hard working too, and it stinks to be treated like that, when it’s us, who helped them get so big. 

My machine is fixed and I’m so grateful to my customers who drank whatever, lol, to keep us going! 

Cheers‼️

[ryanwanner]

Hello @maryanngregg !

As a fellow coffee bar owner myself, I shuddered when I read the espresso machine frying part of your message! Been there, done that, still have the emotional scars to prove it! I now have a great service company that can drop off a loaner machine at the drop of a hat if/when that ever happens again. That was an expensive lesson to learn for sure!

As for your comments on the Loans product: I do agree that Square as a company has evolved from a person driven to a computer driven company, and I don't think that's necessarily a good thing either. However, loan criteria across the board has become more stringent over the last year, and it's not just you that has seen once great stats show as "needs work" on the criteria page.

A glimmer of good news: it's been my experience that once your processing volume returns to where it was pre-machine explosion, it should only be a couple of days before the criteria adjusts again. I can't guarantee what the new result would be, but the system is smart enough to recognize a dip once it sees that it was temporary.

Hang in there, and keep sipping on that now very expensive spro!

[maryanngregg]

Thank you for the awesome reply! 
That post was made with raw emotion, of just reading their *needs work*! 
I am still angry lol

But on the brighter side of today, my entire body hurts, because of all my amazing customers, helping me play catch up, now that my machine is up! 
I am all about customer service, taking time to chat with my customers, getting to know them……and that’s how Square used to be, when I started 12 years ago with them. 
Yesterday confirmed my suspicions, Square is all about them making money, all computerized now, no personal interaction anymore. 
Silver lining, I probably would never have crunched the numbers to learn I was only $862 off of processing in 6 days! 
Pretty stellar for a coffee shop with no coffee! ❤️

Have a GREAT weekend! Thank you again for the reply! 

[marielmt · Accepted solution]

Hello @maryanngregg!

We are so sorry to hear of your business set back but glad to hear your equipment is fixed!

Unfortunately we can’t guarantee a loan offer even if the key factors displayed on the eligibility page show all “Good.” I understand this isn’t the best experience, so I’ve shared this feedback with the product team.

There are many factors that affect loan eligibility, but the factors listed on the eligibility page are key factors we consider to help you understand our process. There’s no additional information we can share at this time, and we can’t go into further specifics about program requirements because the criteria we use is proprietary.

We understand that not being immediately eligible can be frustrating, but we are unable to override the automatic review process with a manual review.

We will continue to review your account daily for loan eligibility. If you become eligible, you’ll be notified directly on your Square Dashboard and through email.

We appreciate your continued loyalty to Square!

Please let us know if you have any other questions!

[maryanngregg]

Thank you so much for the reply. I have not been able to see anything on my loan balance page all day?? 
That’s never happened before. Ideas? 
Thank you again for reaching out, I appreciate you. 

[marielmt]

Hi @maryanngregg!

You are welcome!

Sorry to hear about the trouble you’re having with the Square app. Our engineering team has found a solution to the issue you were experiencing. We recommend updating your app to ensure you have the latest features and fixes available.

Hope that helps, please feel free to reach out to us directly if you have any other questions!

[maryanngregg]

Thank you. I made sure my app was up to date and was still blank. 
Yesterday, mid day, it returned to normal and I was able to view it. 

Thank you again.

I appreciate you