Epos Now

SOLD US SYSTEM NO PASSWORD. NOW HELP, NO RETURN CALL, EVERY ONE WITH ACCENT ALWYS PASS TO SOMEONE AND NO ANSWERS, GUY NAME Alex Jackson
Inside Sales Consultant CON ARTIST. STAY AWAY

Tel:
Direct:
Email: 1-855-434-EPOS
*******767 extension 1026
*******@eposnow.com

Really happy that we went with the new integrated EPOS till system. From the sales team, I spoke with James Howard who was excellent and helped me with my new card provider too. The after care with EPOS was brilliant too, I had my own point of contact with Lorna Calver who helped me through all the set up and checked back multiple times to ensure a smooth set up. Highly recommended!

They've blocked me 24.000£ pounds 50 days ago with no logical explanation and still don't have any response regarding my money and when i will get them back.
I have lost business and time.
Incredible stress.
I've told them that i will take it legally and they were laughing on the phone in my face.
I have spent on the phone more than 20 hours with different incapable and unprofessional staff and all i have got it's ( someone will contact you shortly or tomorrow).
I have made more than 20 complaints.
I have raised 7 tickets.
I have sent 26 emails.
They think they are above the law and they don't care about legal human rights.
I'm taking shortly this spoiled brats to court and i will make sure they'll pay a lot more that they own.

I wanted to share comprehensive experiences using Eposnow, especially for those considering it for café operations in ANZ. When I opened my café last year, I evaluated various point-of-sale systems and ultimately chose Eposnow. However, after a year of using the software, strongly advise potential users to think twice before they commit. Here are some insights from my experience:
1. When encountering issues with Eposnow, I've found that their support team often requires remote access for diagnosis, leading to disruptions during operational hours. It's worth noting that problem resolution may necessitate pausing activities to facilitate remote access.
2. The standard average wait time to connect with someone at Eposnow is around 4 minutes. Once you communicate the issue and they begin diagnosing it, the entire process extends to approximately 15 minutes, but in some cases, it can take even longer. On average, issue resolution may require up to 1 hour. During this time, operations may need to be temporarily halted to allow them access to your system for a thorough understanding and resolution of the problem. It's crucial to weigh the potential impact on sales when considering the necessity of stopping operations for an extended period, as this could lead to a significant compromise in revenue.
3. While the Eposnow system is highly versatile, its complexity becomes evident when dedicated support assists in setting up your menu in a specific way. However, the after-sales support might question and suggest alternative approaches to menu setup. This inconsistency in suggested approaches, coupled with different styles from various support members, has left me as a user feeling thoroughly confused
4. It's crucial to note that Eposnow is a UK-based company, and most of their support team is located in Ireland. There is no local support in ANZ, which means you're essentially relying on a service from overseas. With due respect, the potential language barrier can be a challenge, as the support team may have accents that are unfamiliar to those in ANZ. Communication, therefore, may take even longer when explaining issues. Additionally, all interactions are over the phone, with no face-to-face integration. This setup means you'll be speaking to someone in the Ireland/UK timezone, potentially during their sleeping hours, while your business operates in a different timezone.
5. As Eposnow is not ANZ-based, the system operates under UK standards, and their regulations do not recognize holiday surcharges or bank fees common in ANZ. If you plan to pass on these increases, manual updates are required, posing a risk during checkouts. Cashiers may inadvertently overlook these additional steps since they are not automated, leading to potential errors in the process.
6. The offline function of Eposnow doesn't work as effectively as claimed. Despite assurances that it can operate offline, during a recent Australia-wide Optus failure, we experienced significant issues. We were unable to process payments, orders failed to transmit after a few transactions, resulting in a chaotic situation. We had no choice but to turn away customers. Upon seeking clarification from Eposnow, they directed us to the fine print, revealing that the system cannot take payments offline, contrary to what the sales team had communicated. When we raised this issue, they seemed dismissive, suggesting it was not their fault when it comes to the fine prints. There was no effort to investigate why orders failed to print. The after-sales support was defensive and took a considerable amount of time to respond, seemingly hoping that we would accept the situation and move on.
7. It's crucial to be mindful of Eposnow's after-service hours, which typically operate from Monday to Friday, 9am to 6pm. Additionally, take note of Queensland State holidays despite the support team answering calls during these holidays (due to their UK base), they treat Queensland State holidays as their own, suggesting you call back the next business day, citing they are on 'holidays'. This policy applies not only to national holidays but also includes state holidays. In such instances, they might propose opting for a premium subscription, involving additional monthly fees, to ensure continuous 24/7 support. This is how they make money and it can be equally frustrating when you need them the most, feels like daylight robbery!
8. Eposnow system is very versatile but this also mean is very complex and the dedicated support helped you to set up your menu this way and when after sales support would question and suggested another approach to set up the menu. Everyone seems to have a different style and they would say why this was suggested to set up like this in first place. As a user, am totally confused.
9. The Kitchen Display System (KDS) from Eposnow comes with a hefty monthly subscription, and unfortunately, it frequently encounters issues. The system often jams and requires frequent resets, making it unreliable. Based on my experience, I would not recommend using this service. It seems more practical to stick with the traditional paper print method, hoping that the internet remains consistently operational, especially considering the system's inability to function offline.
10. Be cautious if Eposnow offers a low entry rate, only to revise it higher after a year. I was initially quoted 1.25%, but a year later, they informed me of a new rate of 1.54%. This seems to be their retention strategy, creating a potential trap for business owners who believe the low cost is permanent. Additionally, Eposnow lacks a loyalty program and the ability to offer gift cards without subscribing to third-party apps, incurring additional costs. In the end, what may seem like a cheap solution could turn out to be more expensive than expectedThink carefully if you want to choose Eposnow.
Am just sharing my experience I had with Eposnow, unfortunately we had to part ways but thought is important to share this with business owners who are evaluating point of sale.

Salesman said there system would work great for our antique mall / flea market.
We have over 75 vendors who rent spacers so they can sell their merchandise in our market.
This system has no features whatsoever that we can use!
We are stuck with a $78 per month contract and $400 worth of useless equipment that has been setting in a box for the past year.
Needless to say we had to purchase another system form a different company!
THANKS E IMPOSSIBLE NOW!

I am giving 1 star only because there no option to give 0.
The worst company.
I has purchased a whole set of POS including the card machine reader. Before I opened for business, when I received the card machine I noticed it wasn't cordless. I contacted the representative that was teaching me about the system and he suggested that I upgraded to S12 machine which is cordless for only $55 one off payment and that I will still receive the promo of 12 month free of charge for the card reader machine I was giving at the start. The representative send me a returned sticker for the first machine to be returned, which I did before I even was open for business. Since then this terrible company is still charging me for the newachine although it was approved to be 12 months no charge. They are also charging me a "premium fee" or $160 for not using the machine I have already returned to the company and never used! At this stage this company if owing me $600 and there one to talk to. Every time I call customer service they promised a manager will call me, this issue will be resolved, you are right we are over charging you and all kinds of BS!
If you want to use a POS in you business that does want you need, no over charge, hidden charge a triple customer service DO NOT WORK/PURCHASE FROM THIS COMPANY EVER!

Terrible customer service. No one at customer was helpful. I got the system for my small business of footwear. But no one cared to reach back to me to help do the setup. They promised training phone calls but nothing of such. I have a written email from the salesperson that if i was unappy with my EPOS NOW he would be able to cancel my subscription, NOW they are not even replying.

Can I give a negative stars review? I originally chose this company based on what sounded like the perfect set up for our small business. The cost was in line with others and the promise of training, we're huge selling points for me. After signing the contract, paying the starting fees etc we waited to receive the equipment which took a bit longer than normal. I tried to set up training MULTIPLE times (over 30) and was never contacted back including numbers I had been given, saying "no longer in service". Now, they refuse to take the items back, cancel my subscription or even acknowledge the fact that they have been fired. Instead I get daily calls and e-mails trying to get me to sign up for MORE services through them. Don't buy this stuff, run far from this company!

Firstly I was sold this "amazing product" and amazing "support team". I can assure you it's neither. This is a paid nightmare.

I received my wireless scanner without a connective dongle, when I called to explain this is wrong and causing issues in me being able to set up the system with speed they said they will send a new one out but wanted me to pay for delivery. (Bearing in mind I've already paid for the original delivery)

I rightly refused as this was a joke as it's their mistake so it was escalated to their "senior managers" over two moneys and I've still not had a replacement because this £13 charge needs approval to overturn - ludicrous

Furthermore I received emails that I would be automatically enrolled and charged for a service which I did not want or agree to. I rang the customer support who said not to worry this doesn't include me and I won't be charged. Shock horror I've been enrolled and charged.

Over 3 months of my time has been wasted and I'm yet to go live with the system. They have missold, misrepresented and lack any customer service skills. They close complaints without investigation and are an absolute nightmare to deal with.

Because Epos now have not provided the things I signed up to I require a full refund and termination of this joke of a system.

This is perhaps the worst business experience I have ever had with any vendor. We looked at Epos Now and were going to use them until I got their terms and conditions, which I did not agree with. I refused to sign and told them within 24 hours of receiving them that I would not be moving forward with them. That has not stopped them from charging my bank every month for the last 2 months. I had to cancel our company debit card and have called them 3 times and written multiple times as well. For some reason they can not resolve this issue. There customer service is horrible.

The way I was courted to join epos now, I should Have known that it was too good to be true. The minute I signed Up: 1- my orders were never shipped (I was traveling overseas and was going to use it there for a small coffee shop) and after several calls and e-mails, they then realized it was never shipped. 2-I requested weeks worth of printing papers bc I knew It would be difficult to find them where I was Going but received one. 3- having a support agent that is as useless as it goes. Never responds to emails, sends you videos and links to watch instead of helping you and his calendar is booked weeks ahead of time. God forbid you miss that call! 4-My hardware crashes all the time and this has been a horrible experience in all. I've never posted a negative review in my life but I'm so disappointed, if I can Help someone to stay away from this company, i will.

I am a restaurant/bar owner in business 33 years. I have been with EPOS for 3 years. It has been a nightmare. Had to do most of the programming myself, I am not a computer programmer. I was double charged numerous times, and at one point had my whole system shut down because they said i had 2 year old missed payments. So they collected my month payments for 2 years then decided i missed 3 payments 2 yrs ago and shut me down. This of course was on a Friday. Capabilities of the program was also exagerated by sales rep. Stay far far away.

Oliver Goldsmith has assisted me with providing outstanding support. Together we worked on my situation and finally resolved issues which a number of the Eposnow team had attempted but not been able to resolve for many weeks. I was so very frustrated and disappointed with my investment with the system.
Oliver has restored my faith and I can finally begin using the now correct set up. Thank you Oliver.

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

We received 2 demos and purchased the hardware and services once we were assured of all the costs. The sales rep touted 'no hidden fees'. Upon receiving the terms and conditions, it was nothing but. When asked for clarification on terms and costs, no one (sales rep or customer service) could reply. With no faith in the company we've requested to cancel, return the hardware (which remains unopened) and refund. It has been two months since we first spoke and NO ONE WILL RETURN OUR QUERIES LET ALONE RESOLVE THEM. We can't comment on the product because we didn't use it. The customer service is non existent - literally. 2 months worth of emails have gone unanswered. Do your self a favour and look elsewhere for your POS needs.

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

Just got off the phone to John, one of the customer service managers@ Epos Now... what a polite & helpful fella!
He took the time to listen and fully understand my points and suggested not one but 2-3 solutions and allowed me to choose the one that suits my business most!
3 years and counting with Epos Now and it's one of the very few service providers I take time to review because I genuinely feel valued as a customer!
Many thanks

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.

Jamoke provided an excellent service. She was most helpful and determined to solve the issues we were experiencing whilst remaining professional throughout. I am very pleased with the service from this lady after trying for days to resolve the problem and spending hours on hold to EPOS now trying to get some advice. Jamoke managed to save us a small fortune by getting the issue rectified which meant we didn't have to buy a full replacement.

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 have been using Epos for 5 years, the screen seemed to give up so I ordered a new one arrived next day, but found out the fault was not with the screen but the power cable! Unfortunately the new screen arrived with scratches on it and this has been raised with Epos now who are being very proactive. So thank you customer service team.

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.

Katy was great, she helped, guided was friendly and showed patience and skill and provided explanations for issues that we faced. Epos needs to look at editing bills if they have been cashed off by the wrong tender.