Braintree Reviews 

As fraudulent as paypal. Held funds hostage to try and force my company to process all transactions through them. You're better off staying away from Braintree, and other companies associated with PayPal and eBay.

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.

Zero customer service! It doesn't exist. I used to be able to call and get help. Now, have to submit a support ticket. Sent four this week with no response. It may have cost me $2,000+.

Sales team which is responsible for assisting upon the creation of your production account, literally ignores all tickets sent to them. My whole work and application is froze because they are not replying

They just dont give a f*#k. They havent answered to our calls or e-mails in over 4 months. Not. a. single. answer.

We can not use subscriptions for our customers, because this company is too rich to care.

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.

Horrendous - zero customer service. Can't contact them full stop. Use anyone else. Fine until you have a problem then no answers for weeks

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.

WORST CUSTOMER EXPERIENCE EVER: RUN AWAY from PAYPAL and Braintree which is part of Paypal Group
Braintree does not transfer our money to our bank account since 60 days. As the customer service is not existing anymore at Braintree, nobody answered to us since 2 months now and our money is taken in hostage. Paypal owner of Braintree cannot help us either and we have not other solution to start legal action...

Truly terrible customer service, they simply ignore you. Use Stripe instead. They have live chat with great reponse times.

Truly wish I had read these reviews before going with BrainTree. Until we had a problem it was fine. I have been trying to get support for over a week with no response. Customers can no longer use Paypal to check out and we have tons of errors in the store log and reduced sales to show for it. Both Paypal and my web host say the problem is with BrainTree. As others have said they send you an email saying they will get back to you soon. Then I get an email that says my case is now closed. Nothing in between. I have a lot of experience with terrible customer service and this is actually the worst - so far. It boggles the mind that they are a financial services company and Paypal considers them legit enough to partner with - but no one at paypal can communicate with them either. To make you feel even more unbalanced they give you a phone number you can call in your control panel. But fun surprise - the recorded voice tells you you have to use their email service to get help. Aaaaahhhhhhhhh. Why give you a phone number to call if it will only tell you to send an email to outer space that no human will ever read? Humanity is truly doomed.

Terrible customer service, can’t get hold of anyone nor will the sales person that onboarded us reply, it’s been weeks now. We are also stuck with a product that has very low conversion rates as we can’t enrol in 3D secure (the reason I’m trying to get hold of them in the first place.) We also have so many customers that can’t check out so it’s costing us money and time replying to unhappy customers. Definitely one star

We have gone 2 weeks with a critical issue, submitted a ticket on day 1, and have yet to hear back.

Edit: now over a month and no reply

Moi, non plus, on ne peux pas récupérer d'argent vua braintree, anarque.

Terrible support on all fronts

Braintree is impossible to reach - except via a form on their website, which, after you fill it out, they respond 3 days later asking for your merchant ID and don't give you a solution for up to a week.

Abhorrent.

Always find the service and staff at this branch to be very professional and always willing to go that extra mile to sort your problem out ‘ nothing is ever an issue to them .

My site payment provider is this company recently all cards transactions have been declining. Something with their system is not working. I've contacted them about 5 times now, they send a generic email saying they would have come back to me 3 days later i'm still waiting for them to fix the issue. This is by fair the worst customer service experience for a small business. My site payment system their system is not working and i can't speak to them because they don't have phone or live chat support. My account Manager Shaun doesn't seem to care one bit. Today i contacted him twice and yet to have a response to the problems i'm facing with their system on my site. Stay clear of the company, if you can't speak to the technical support and they don't come back to you within 24 hrs how can you fix urgency problem that occurs on your site payment system. Worst service, they just don't give a crap about you. Gabriella Sandham xds6ch2vkbbb8x3c

Ive sold 1.45 million gems online and no real problems except braintree- which is brain dead!
Instant fraud and only NB is used for US$ accounts which is not online..so closed account n 6 months later chargeback for $1000
no one customer service and funds taken out my bank account
This company dinosaur and should be extinct KEEP AWAY-CAVEAT EMPTOR