This company ties you in with other companies to get better pricing but between them and their partners non can deliver. Training was horrific and people turnover daily at this makeshift company. Go elsewhere, we were told they specialize in Restaurants and that is not the case. 700 dollar paper weight and stuff kc in a contract!
I bought an episode now system, system sounded great
Paid for premium support.
Didn't get any support in setting it up we had to virtually use youtube to learn to set it up! We've been on the phone for 3 days calling nearly an hour at a time but no one answers even though we paid for after hours support, tonight the till won't connect to the printers and lost custom. Episode Now's customer support is terrible don't be fooled
Hi Tim,
Thank you for taking the time to post your review, I am sorry to hear of the issues noted.
We take great great pride in the intensive nature of the one to one implementation training we are usually renowned for, however, we do also offer a self onboarding implementation process which is delivered on an 'opt in' basis, with our service team in support. We have seen truly unprecedented demand in recent weeks as a significant number of our customers return to a fully trading status, as UK lockdown is eased and as such, we have seen some delays in making contact during peak trading times. We absolutely appreciate the impact this has had however, and are grateful to our customers for their continued patience during these fluid and changeable times.
I have been unable to identify your account from the profile information linked to your review and have been unable to make proactive contact with you to discuss your needs and arrange support. Please do come back to me via john.gibson@eposnow.com where I would be happy to put you in touch with the best suited members of our team to get your customer journey back on track without delay.
In the meantime, thanks once again for the share.
John
Stay away from them at all cost! Their sales people are shady not explaining what they're signing you up for and their hardware is from BC.
We got an epos system from them end of March they hardware is already having issues responding and it's super slow. The mobile device is not working at all and they signed us up for a payments integration we never agreed to but according to them it was 'stated in their terms and conditions'.
We can't wait to get out of the contract and we've only been with them for 1.5 month. That speaks volume for EPOS
Hi Vicky,
Thank you for taking the time to leave a review, I am sorry to note the issues you are facing and your journey to date.
We appreciate you updating your details through Trustpilot, I have now been able to locate your account with Epos now. I can see you have spoken to one of our agents today who has gathered all of the information into a case. My team has reached out to this agent and further arrangements have been made.
We will be in touch in due course to help you through your outstanding issues.
Thanks again for the share,
Patrick.
First Kyle helped me, better understand the POS system. Second was Melanie, they both have a great knowledge, about the system, very good listeners and had answers to all my questions. A great team of professionals easy to work with. It's always a pleasure to talk to someone who knows what they're doing and solves your problems. I'll always look forwards to work with this great team. It was never a moment when I felt like a new customer. Keep up the good work, and best of regards.
Hi Virenda,
Thank you for taking the time to leave your review, we're delighted you have found Melanie and Kyle so attentive and helpful - individually they are great, but together they are a veritable powerhouse of customer service awesomeness!
I'll be sure to ensure the good word is shared with the guys and the team.
Thanks again for the share.
John
Do not trust what this company tells you! There sales people will say anything to get you on the hook. I was sold this system and promised it would be prefect for my business, unfortunately not! Now I cannot get a refund out of them and there customer service is atrocious! Compete waste of time do not go with this company.
Hi Christopher,
Thank you for taking the time to post your review, I am sorry to note the issues you have raised.
We pride ourselves on the intensive nature of our sales process, our team taking the time to understand your needs and ensuring we deliver the most appropriate solution to meet your needs. I am therefore disappointed to note your experience to date has not been what it should have.
I have reviewed your account and have been in contact with our Australia team, who I am pleased to confirm appear to have identified a solution based on the parameters you were sold upon. I understand our team have reached out directly and await your response in due course where we look forward to seeing your customer journey firmly back track very soon.
In the meantime, thanks once again for the share.
John
Epos Now has been a solid choice for our restaurant.
The system has really helped us with bookings and managing tables.This has been a great option for us as we can customise it to our particular needs.
Would completely avoid & not use ePos
Would completely avoid & not use ePos Now.
Live Chat takes hours to wait.
Telephone queue takes days to get through.
Support ticket, no replies, still waiting - it's been 4 days.
Call back, they call you back at around 10pm when you're with family or bust with other things.
All in all, if you need help setting up your ePos and getting things going. Epos Now is not for you.
They don't have enough people taking care of customers and seems like ages to get through.
However, if you're a new customer these lines are answered within seconds to avoid losing a sale?
The whole infrastructure does not support you.
You have been warned.
Hi Kaushik,
Thank you for taking the time to post your review, I am sorry to note the issues you have suffered during some of what have been the most challenging or our time in the industry. We pride ourselves on the both the quality of our product and the service our team offer, but do acknowledge that the demand we have seen in recent months has hindered our efforts somewhat in terms of response times when making contact.
We have since aggressively recruited over 100 new team members globally, which has massively improved our response and wait times in recent weeks and little by little, day by day, we are seeing a steady improvement in all of the above.
I have been unable to identify your account from your Sitejabber profile information and so have been unable to make proactive contact to discuss your concerns with you. I would welcome the opportunity to better understands how the above issues have affected you personally and therefore invite you to contact me directly via john.gibson@eposnow.com, where I will do everything in my power to bring your customer experience full circle.
I hope the above is agreeable and hope to hear from you soon.
John
Be careful. The onboarding is easy and the system pretty nice. Short learning curve. But we no longer need the system. They keep giving us excuses why our account isn't cancelled. This has been going on for two months. They're costing many hours of business time. They've charged me twice. It's 9/30/21. Oct 8th, I'll have to contact my bank for fraudulent charges, in order to get my money back. This time I talked to Heather. She's confident, as were the others, that this will be fixed. If I hear from them before that, I'll update this information.
Hi LeJuan,
Thank you for taking the time to leave a review, I am sorry to read your comments and learn of your experience to date. I have been unable to locate your account with Epos now, if you could please update your review to show your account information it would be greatly appreciated. Alternatively, if you could reach out to me directly at Patrick.lloyd@eposnow.com I will personally look into your claims and assist in any way that I can.
Thank you again for the share,
Patrick.
James and anabel from eposnow were so helpful with explaining how to set up my epos pos system! Very friendly and helpful with every question I had, they gave me plenty of time... Highly recommend
Joel.
Hi Jade,
Thank you for taking the time to leave a review, we're delighted you have found James and Anabel so attentive and helpful - individually they're great, but together they are a veritable juggernaut of customer service awesomeness!
I'll be sure to ensure the good word is shared with the guys and the team.
Thanks again for the share.
John
Wow what a great job Linette Perez Heredia did. She gave the best customer service. She went above
And beyond any other customer service rep that I called with this company. She would not finish until my
Problem was solved.
Hi Dean,
Thank you for taking the time to post your review, we're delighted you have found Linette so helpful and attentive - she is one of our best!
We'll be sure to feed this back to Linette and the team.
Thanks again.
Avoid at all costs.
COMPLETE LACK OF TRANSPARENCY
There till will not connect to a portable router. After spending a couple of days with the account manager who involved their technical team, their system will not connect to the portable router.
As it stands.Getting a fiber connection is very difficult as my business is in an old building and will require the council to dig up approximately 60ft of pavement and could take months for the work to be done.
Other POS companies use standard devices with no issues.
Now they are expecting me to pay £49 a.month for nothing. They can get lost.
I let expert market know and they were disgusted.
Whatever complaint you raise, they do not uphold it. They are criminal.
DO NOT CHOSE EPOSNOW.
Hi Carl,
I'm very sorry to hear about the issues you've encountered with Epos Now and your experience with our service. I appreciate you taking the time to share your feedback, and I understand how frustrating it must be to deal with connectivity problems, especially in a challenging location.
It’s disappointing to learn that our system did not meet your needs and that you felt there was a lack of transparency in our communication and support. Your concerns regarding the billing situation and the response to your complaints are taken seriously, and I want to ensure that we address them appropriately.
I would like to offer assistance in resolving these issues, as it's important to us that our customers feel supported and valued. If you would be willing to provide more details about your experience, I would appreciate the opportunity to escalate your concerns to the appropriate team.
Thank you again for your feedback. I hope we can work towards a resolution.
Best regards,
EposNow
If I could back out of this agreement I would do.
There customer service is terrible. I have spoken to two other cafes in Chester who use EposNow and they agree.
They are currently billing me for a licence fee for a system that is still not up and running.
I own a cafe in North Wales and they failed to explain the detail
I needed two portable devices for my staff to take orders and they sent me two card readers. From the conversation I had with their VS salesman, I should have got two card readers that allow to take orders.
I told them I had no Internet connection in my cafe and when I asked they said it would be better if I had one, but implied it's not needed.
The account rep added on alcohol to my menu when I do not serve alcohol.
They reviewed my complaint about the hand held devices and said they cannot uphold my complaint as they listened to the audio.
Rubbish, I they could say anything. Send me a copy of the audio.
Tell me EposNow why I don't like you and two other customers in chester do not like you.!
I can't believe The 5 star ratings are genuine.
My original complaint was deleted.
Stay away from EposNow
As a customer of Epos Now i just wanted to say how poor their level of customer service is. They play repetatived music so that you hang up and use whatsapp so its less hassle for them. The wait times to talk to someone is very poor and you dont alwas get your issues resolved. If I hadn't already payed out a lot of money for a till i would be going else where.
Hi Dean,
Thank you for taking the time to leave a review, I am sorry to read your comments and learn of your experience to date. Unfortunately, I have been unable to find an account matching details you have provided. If you could please reach out to me and my team directly at customerresolutions@eposnow.com with your account information I will be sure to make direct contact with you to assist with the issues in play.
Thanks again for the share,
Patrick.
No service
System don't deliver
Charged for nothing
No one answers phone or emails
Bought another system in good faith
What an idiot I was
Was told they would refund as the system died
No nothing
And now been charged double
This has been going on since may 2020
Hi Lisa,
Thank you for taking the time to post your review, I am sorry to note both the issues you have experienced and our delays in bringing them to resolution.
Reviewing your account I can see instructions were submitted to our Finance team in respect of the debated refund earlier yesterday, but have made arrangements for a member of our Australia management team to make contact today to provide a detailed update and work through any further issues in play.
I look forward to seeing your customer journey firmly back on track very soon, however, if for any reason any of the above does not happen in a timely manner please do not hesitate to contact me directly where I shall personal intervene on your behalf. I can be contacted via john.gibson@eposnow.com.
In the meantime, thank you once again for posting your review.
John
Bought the retail system for my clothing shop. 3 systems and a back office! Really good functionality and love the fact I can check on my ipad when at home. Had a couple of small technical enquiries which have been handled within about 10 minutes be their customer service. Big thanks to Jade who was a real helpful and credit to the company!
This company lie and mis-sell their product. The sales team are very slick but only interested in signing you up to an expensive support package. Without it there is NO support beyond the initial 30 days and if you try to then cancel support, the company lock you out of your system.
I was invoiced and charged for add-on products I specifically told them I did not need or want and it took weeks of phone calls and emails to get a refund.
The company won't respond to emails- they only seem to operate by phone call and then lie- there is no resolution to complaints.
My till system works ok- but it isn't intuitive and the back office doesn't give me the functionality I expected in terms of analysing my sales, profits and costs.
I bought in haste and would never use this company again by choice.
I reviewed epos before but I think I only gave it 3 stars. However after todays update they have added a feature that prints out the balance of the loyalty points each member has on every transaction.
This makes the system perfect for us and was the primary reason we brought an epos system.
The updates come thick and fast and I would totally recommend this system now to anyone running and members club or a similar business.
Thanks
Hayley
It looks like a great deal until you discover that they will cut of your software so that you can. No longer use the system unless you pay for the extras. Learn from our mistake and avoid these con men
True. They are different when selling and totally different after that. Seems we made an expensive mistake by paying them. Would have been more satisfied paying to a charity. They just dumped the systems in our place and do not reply to their mails. Support is just another way of extracting money. Do not get in their trap.
Hello Vikkas,
Thank you for your review, it's feedback like this that really allows us to improve the services we supply.
We are keen to get in touch to discuss the matters you have raised in your comments however are unable to get through. Please could you get in touch with us on 0800 2 945 945 or via email on customer-engagement@eposnow.com.
Many thanks,
Emily.
I would like to thank Epos Now for the very quick delivery.
We'd completed the contract for our pos with another company months in advance of us getting our premises, but on delivery date it didn't show up - we called up and the businesses had gone bankrupt. It put us under a bit of time pressure needing a fully operational EPOS system within a week.
Epos Now helped us out by getting it dispatched the next day, and by getting an engineer onsite the day after to install it and train us!
Thank you so much! It meant everything was in place for our grand opening. Also thank you to Mastercard, because they refunded the money we paid to the first company.
Now been using this company for 2 years and they still have not managed to integrate our Magento system with the Epos Now till. They have outsourced this to 3 different companies during this time, all have been very amateur and have failed! It has cost my company thousands. Absolutely disgusted with the level of service we have received. Over the last 2 years we have gone trough a number of Epos Now staff, as they are constantly leaving. Will be seeking legal advise! If you have got a Magento system KEEP CLEAR of this company! They offer a solution that does not work!
Hello Geoff,
My name is Alice and I am responsible for customer experience at Epos Now.
I am sorry to read that you are experiencing issues tracking your stock levels and am keen to speak with you to discuss your review in more detail.
I have phoned several times and have been unable to reach you therefore have left a voicemail confirming my contact number and email address.
I look forward to speaking to you soon.
Kind Regards,
Alice
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Hi Jaime,
Thank you for taking the time to post your review, I am sorry to note the issues you have raised.
We pride ourselves on the intensive nature of our sales process, our team taking the time to understand your needs and ensuring we deliver the most appropriate solution to meet your needs. I am therefore disappointed to note your experience to date has not been what it should have.
I have reviewed your account and have been in contact with our US team, who will be in contact today to better understand the issues in play where I am confident an mutually agreeable resolution can be identified.
In the meantime, thanks once again for the share.
John