Braintree Reviews 

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.

Customer support from PayPal and Braintree the most disgusting that I ever seen on this type of business. You better to learn on professionals like Stripe how to communicate with your clients.

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.

Reached out to their sales team 5 times.... no adequate responses. Loved their rates, but this is absurd and I can't work with a company that doesn't want my business that badly.

just like others, suddenly just stopped remitting our payments for 2 months. Five figure $ amount not remitted to us, no explanation, no reason. Unbelievable, DO NOT USE!

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.

Like many others we have not received any funds since 20th Feb '23 a total of over £138k

Their help tacitly does not work, no responses received and there are no working telephone numbers.

PayPal (which owns Braintree) say they can't help and advise using the help facility, which doesn't work.

I just don't know what to do. The problem gets worse by the day.

Absolutely unbelieveable. Very good at taking your money but very poor at protecting it. Had a scam on our account. Asked for help and never got any. Had to figure it out ourselves. Then they froze our account after the fact and are keeping ALL of our processed payments for the last 10 days. Over 17 emails sent with no response. How can this be legal? Still nothing from them and still keeping our money. Looking into legal options.

Very very bad communication and support. Absolutely awful customer services with a terrible repsonse rate to tickets. Braintree can and withold 6 figure sums from your business. Very evident signs they are on the verge of bankruptcy. Avoid at all costs to save your business. Modern day theft from B2B and B2C.

Thieves! They have over £10,000 of our money for sales on our website and have simply stopped paying the money into our accounts. We have obviously honoured sales but have not received payment.

As of tonight, we have multiple tickets marked as 'resolved' by Braintree when they haven't so much have responded to us. We are having to close our website down tonight.

Do not ever use Braintree!

This company is basically stealing our money.
As per previous comments, they are no longer paying out disbursement since mid-February and holding on to thousands of pounds of our hard-earned sales.

Support is non-existent, no phone number to speak with any real person, in fact, it's like they have deliberately set it up so you can never speak to a human. They don't answer support tickets which have been open for weeks.

If your using this as your credit/debit card gateway disable it on your site NOW!! and stop giving them your money.

THIS COMPANY CANNOT BE TRUSTED!!!

Braintree have stopped paying out since mid February. They literally owe us 10s of thousands of pounds! And there is NO SUPPORT. No phone number, no live chat, just contact form that to date has not been replied to.

This is not just poor service, it's actually CRIMINAL as they are withholding our money without reason.

When we first signed up with Braintree, they had phone support which was very helpful. I do not understand how a company can go to such an unbelievably poor level! Even the parent company, PayPal, provide generally good phone support. Why would they not offer the same through Braintree!!

Awful awful awful service.

They've stopped paying us our hard earned money.. without explanation. We've not had a payment for 3 weeks. Unable to speak to anyone. Emails go un-answered. Called the phone number for sales just to try another route. This takes you through to paypal who say wrong number, "call braintree.. and sorry i don't have a number."

This is beyond terrible service. This is a business critical service and they give it zero customer care. Really shocked to be honest.

Avoid if you care about your business.

UPDATE: 13th March
Still no reply and we've been informed of another business with exactly the same issue. All payments out of braintree stopped on the 20th Feb. ALL requests to support go unanswered. Something is very wrong

They no longer have telephone or live support and the service is proving to be very poor. I am a Canadian customer and so all of our Braintree payments get processed through Moneris - that's pretty ridiculous and so i am moving directly to Moneris who actually offer much better rates and very good support

If I could give them ZERO stars, I would have. Absolutely ZERO SUPPORT OR HELP!! Horrible horrible company. Avoid them like the plague!

Horrible customer service, they blame everything on the paying customer and never take responsibility for mistakes, and never try to explain anything, only quote contracts verbiage. They refuse to call and offer real customer service.