Epos NowReviews 130

I have had an ongoing issue with my POS system integration and my online ordering platform. This matter has been ongoing for over 10 months. I am using a company they recommended for my integration and still no success. They have continued to charge me my service fee and integration fee every month even though i am not getting what i was promised that the system will do. They fail to return phone calls and never call as promised. After 10 months of issues they have now said sorry but we cant fix the problem but we wont charge you the integration fee for 2 months. I would not use this system if it was the only system available.

We feel completely misled by Epos Now's sales and onboarding process. From the very beginning, the information provided has been inconsistent and often contradictory. We've spent countless hours on the phone with their support team, only to receive different answers from each representative we spoke to — making it nearly impossible to get a clear understanding of how the system actually works. Their billing is unclear, and we were charged multiple unexpected fees for not meeting vague "terms" that no one could fully explain. It also took over two weeks for us to receive our first payout from their EFTPOS machine, which caused major disruptions to our cash flow and operations. When we finally asked to exit the agreement due to the ongoing issues, we were declined. Even during a conversation with the sales team — who genuinely seemed to be trying to help — the representative's explanation changed three times throughout the call. In the end, she admitted she was confused herself and acknowledged that "the system needs to change." That really says it all. After all of this, we've been left with no option but to escalate the matter to the Commerce Commission. Based on our experience, we would not recommend Epos Now to any business seeking reliable, transparent service. Proceed with extreme caution.

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.

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.

I would not use this company ever again.
Before you consider an install just trying getting hold of the support team either by phone or live chat. Bear in mind you will need them when something has gone wrong - like you can't take payments or your till has gone down. They are truly dreadful to deal with. They state the issues in getting hold of there support team was due to an issue nationwide problem - I can assure you that I have experienced this every time I've tried getting hold of support. Wait times of over 45 mins is not uncommon.
Update- I spoke with one of their support yesterday * who I must say was very helpful and got the card machines up and running. However I must point out this took well over 2 and a half hours over the phone. Customer services got in touch and I simply asked if there was any gesture of goodwill available as I've spent hours on hold to support and hours setting up there system. The reply was to blame a network issue (I opted for a sim card machine so this wouldn't happen, turns out EPOS NOW hadn't activated the sim) they then simply copy and pasted their T and C's to say they weren't liable. EPOS NOW are fully aware that we are not for profit organization and my personal time is given up on a voluntary basis. I will not be renewing the contract and I wish I had stuck to a simple till system.

*Personal information redacted by admin

We're still in the set up of our business, but its been super easy to use, adding product and such.
However we've been having an issue with interesting with our online store, have been trying to call but the phone system literally goes dead after saying "in order to help you better, please choose from the following options" nothing. Their online chat doesn't ever seem to be online either. Getting a little frustrated as I've been reaching out to no avail it seems

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.

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.

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

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

Emma is asset for ur company, she listens customer and sort out problems and don't lose her patience's. Again Thank you so much for your help Emma.

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!

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.

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

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.

Daniel O una persona muy paciente y muy colaboradora, y talentosa en su servicio. Quedo muy contento con su atención.

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.

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.

I run a HVAC Sales and Repair shop in Jamaica. I found this system while doing research on POS on the internet. It seemed like a good fit based on my conversations with the Sales agent Paul Lynch (he assured me it would work), however i am unable to log non-inventory items like services in this system which is not ideal for a repair shop. I made the purchase approximately two weeks ago on May 30th, since Monday June 15th I have been locked out of my back office with a prompt for me to pay again as my subscription expired on April 3rd which makes no sense. I HAVE ONLY HAD THE SYSTEM 2 WEEKS. I have been sending emails contacting Paul as well as calling both the US and UK offices to no avail. I have stayed on the line a total of 6 hours since last night and this morning waiting for someone to address my calls. I sent in support tickets, I messaged my 'trainer' Kylie and no one seems to want to address my issue. At this point I DO NOT want to use this company if this is the way you do business. POOR CUSTOMER SERVICE, POOR RESPONSES AND A FAULTY SYSTEM.
Expected Outcome: To either be contacted TODAY or be REFUNDED as I haven't a full months worth of service.