Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a POS system after inquiring online. I will admit a high pressure salesman offered a large discount only if purchased that day. They sent product after assurance it was perfect for our business. Assistance to set up product was confusing and took multiple weeks to enter. Many times representative was unsure of answers to give us. Often hard to understand person due to foreign person attempting to speak English. Once we completed set up, issue began with money not being deposited into our account from sales. After a full week of sales, nothing was coming into account. Representative would reply they could see it pending, our bank could not. I requested to stop system as it was not working. They assured me our account needed only be refreshed in their system. Still no payment. I unplugged system and requested a refund and address to return product. Representative stated they could not help me. They would forward a request for phone call from correct department. Never received call back. I have requested several times through email request from multiple departments. I have yet to receive a email response. I have copies of each email sent. They were quick to respond to phone calls or email prior to request to return product. They had no difficulty removing money from my account, but when requested our sales to be delivered, response was system error and they needed to confirm and refresh the system? I believe we have been scammed

  Business Response

  Date: 10/12/2023

  Hi There,

  Thank you for taking the time to share the issues you have experienced with your purchase. We can see you have received all payouts from transactions processed on the card processing device. We have attempted to contact you frequently with regards to assisting you with your setup and have attached the call logs on your account to evidence this. We have also attached your payouts report to evidence the funds transferred into your bank account. We do not believe there to be any issue with the account but we understand you may need additional training/support/education to understand your payout schedule and system usage. Epos Now's stance is to continue with any training requirements you may still have. If your only desired outcome is to cancel your account we can issue you your exit invoice. Please let us know how you wish to proceed.

  Kind regards 

  Customer Answer

  Date: 10/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as a consumer I was unsatisfied with your service.  There were many issues.  That alone should allow a customer to cancel your product and not be blackmailed with additional fees due to unsatisfactory service. 
  
     I am quite confused with a email received regarding 956.00 due, claiming invoice attached? No invoice? Are you charging me for unsatisfied service? Are you charging me for your employees lack of knowledge of your product? Or possibly charging for the high pressure Mr M**** sales representative in the beginning who assured me of the products perfect fit for my company and ending sale to take advantage of quickly? Possibly charging me for being unsatisfied with response times to email requests that were sent.

  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 11/01/2023

  Hi *********
  

  When you purchased you E-signed (attached) a contract with Epos Now which is legally binding and requires the exit fee be paid if you wish to cancel your services. Epos Now is under no obligation to waive this fee. That being said we did diligently investigate our efforts to onboard you and determined that we have attempted to do so in accordance with our onboarding processes and frequency. We can appreciate you may feel dissatisfied with aspects of this and are not absolving our responsibilities to do better for you in this area hence our willingness to ensure we provide you the training and service you are requesting. What we will not do is cancel your contract without the balance being paid off in it's entirety. 

  In the event you do not wish to receive further assistance from us onboarding you our only option is to collect the balance owed on your contract. Should neither of these options be concluded the account balance we be auto allocated to debt collection to pursue the sums owed. 

  This is our final stance on this matter.

  Kind regards

• Initial Complaint

  Date:09/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been trying to get this issue resolved for a while. The incident was previously given the number ********** by ePOSnow.com. The ePOS system was hacked and the banking information was changed to a personal account with ****** ** ******* *****. I have contacted ****** ** ******* ***** and I spoke to a representative that said the person the payments were transferred to is Corey M***** Bank Routing number, ********** Account number ending in ******* The full account number can be given if needed. I have not received any additional updates from ****** at ******* ***** about fixing the fraudulent transfers and correcting the error.
  
  Below are the payments that I did not receive from nightly transfers from our POS system:
  
  7-20-2023 for $883.85
  7-23-2023 for $3,667.71
  7-24-2023 for $728.57
  7-25-2023 for $506.60
  7-26-2023 for $418.04
  7-27-2023 for $541.73
  
  Total: $6,746.50
  
  I would like for the transfers mentioned above to be reversed from ***** ******* account and returned to the account of *********** so that they can properly disburse the funds to our correct business account.

  Business Response

  Date: 09/27/2023

  Hi *****

  We are still very much pursuing this investigation for you from Epos Now's side and are dealing with the matter extremely seriously.

  We apologize for the delay in this process and want to reassure you we are doing everything within our power to pinpoint the issue and ensure the appropriate outcome is achieved.

   

  Kind regards 

• Initial Complaint

  Date:09/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a point of sale system for a new business a year ago. The EposNow sales team was great - friendly, available, willing to answer question. Once you get your system in place that all changes. There was never any training - I had to figure it out. Fast forward one year and it says my free license trial is expiring. Don’t even know what I got “free”. I’ve been paying monthly. I started trying to reach someone two weeks ago when the message first appeared. I have called numerous times but apparently EPOS Now no longer takes phone calls or does live chat. They tell you to fill out a ticket. I did that. They just closed it without answering question (similar to when I filled out tickets with training questions - they were simply closed out). Now I’m down to one day before renewal of something. Not sure if my bank account is about to get charged some big fee or what will happen. Once they get your credit card they are no longer available. If you call their number it tells you to fill out a ticket and disconnects you. If you try to chat the website does same thing. They post all over the internet how easy they are to contact. They are not. They are unreachable unless you call sales. The biggest mistake I have made in my new business is using this company for my point of sale.

  Business Response

  Date: 09/25/2023

  Hi ******

  Thanks for reaching out and sharing the issue you have experienced.

  We are sorry to hear you have had trouble reaching our team, we have live chat available through the website and your back office in addition to our mainline *** ******** - option 2.

  We have checked through on your account and there is no renewal fee set to come out and your charges will continue as they have been on a monthly bases.

  We are investigating why you were sent this internal email but wanted to reassure you that you are not liable for any renewal fee.

  Kind regards 

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shared the needs of my business and they assured me all was easily possible with EPOSNOW. My team was on a call and heard all the claims with Toby Naulls. We were told it was month to month and we were not obligated to go yearly. We were told our merchant services machine would accommodate need for manual entries (over 30% of our transactions in our store). It was not until we received the equipment that we were told by Val B**** "that is not possible." I was NEVER able to speak with anyone who would help us so I would call the sales line to speak to a live agent. Matt was his name. He asked me, "So to be clear . . . you NEED a device where you manually enter credit cards?" Yes. "And what % would you say that is?" 30. They linked up with a third party merchant MPI service. I still do not have a resolution and no one from epos will call me. I have emails and recordings (like they do). I finally spoke to a Serena on September 7th who said, perhaps this will be classified as a mis-sell. ******** is my case #. I was misled and lied to. Toby, while on a call with the third party merchant provider apologized profusely about it all and said, "from now on you can call me directly. When we hang up, I will send you my direct line and we will get this handled for you." I never got an email from him. I don't have someone in my court at epos assisting us in getting a resolution. I want to send all the equipment back. I was told they needed the cc machines back but that the other hardware is mine to do with what I pleased by Serena - customer support on 9/7/23. I had raised tickets twice in July because I had to change my password every time I wanted to log in. I still have not heard from ANYONE on the password glitch - and still a glitch. Will someone from your company, hopefully Toby who sold us this, call us and send return labels and a voided contract since you know this is all on terms we did not agree to.

  Business Response

  Date: 09/25/2023

  Hi *******

  Thank you for taking the time to reach out and share your issues.

  We have looked into your account and can see you had a complaint raised with our Success team and Yvonne has been in touch directly to discuss this.

  It appears we were unable to uphold any claims with regards to the "Customer not present" processing option for credit cards.

  We can also see you have potentially been referred to MPI merchant processing as they have the functionality you need. What is the current status in terms of you being signed up with MPI?

  Kind regards 

  Customer Answer

  Date: 10/05/2023

  This is not resolved or closed.

   

  your message was not received.

   

  reopen

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an epos now system and was told if i didnt like within the 30 days period i could cancel. Within that 30 days fram i tried contacting the company several times with no avail i did do a chat with a person named joshua and told him and he said he would take care of it. Now this has gone on for sometime now i keep calling and writing only to be ignored now i am receiving a email saying i have to pay an early termination fee I have been contact with other businesses that are fed up with this company and thier shady proctices so i will be taking this matter to my attorney and to the courts

  Business Response

  Date: 09/07/2023

  Hi *****

  We have listened to the call and the representative in question did state that they would escalate your case to Customer Success who would review your account and contract and that if anything was owed would speak to you about it.

  We have attached a screenshot of the call transcript covering this part of the call.

  We can cancel your account but would require that the cancellation fee be paid in order to do so.

   

  Kind regards 

• Initial Complaint

  Date:08/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started using EPOS NOW around March, ive since had to close my business due to it failing, still repeated emails about trying to charge me, but no responses to the countless emails of me trying to resolve the situation and send the equipment back.

  Business Response

  Date: 09/25/2023

  Hi ********
  
  We can lower the final balance due to $1,750 upon collection of the credit card processing device. Aside from that the rest of the equipment is non-returnable and we would be unable to reduce the balance by any further amount.
  
  In terms of lower sums being offered, we always provide the balance owed based on the types of services purchased and the remaining time left on them.
  
  You have purchased our "Plus Monthly" bundle which has the lowest upfront cost but longer default contract lengths. This is why your amount owed is what it is.
  
  Any questions please feel free to reach out. If you wish to proceed with the return of the card processing device to lower your balance please let us know and we will email you a return label for that item.
  
  Kind regards 

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Epos now assured me the payments would be paid out next day as stated on the contract. When I signed up for the service, the payment took 3 days to show up in the account. When I called to cancel, they tacked on a hefty fee for canceling the contract. I will be seeking counsel.

  Business Response

  Date: 08/28/2023

  Hi ********

  We can confirm your payouts are processed next business day.

  To date we can see a single transaction processed on July 27th and it was paid out July 28th. Please see image attached.

  If we can help you in any other way please let me know.

  Kind regards 

  Customer Answer

  Date: 09/11/2023

  Date Sent: 9/7/2023 6:18:58 PM
  This complaint has not been resolved. I am seeking a resolution to epos now's violation of the contract. The contract states next day payments which they are not providing.

  
  

  Business Response

  Date: 09/11/2023

  Hi There,

  As provided in our previous response, the screenshot attached demonstrates a next day payout of the single transaction you have performed on the credit card processing device. There is no other data to go off other than the single transaction you have processed which was completed within the agreed timeframe.

  Your acquiring bank may not deposit the funds at the same speed as we pay them out.

  Our full payments terms and conditions can be found here **********************************************************************************************************************

  Kind regards

   

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a POs system from Epos Now. They never gave me training. The rep on the phone was very rude and pushy when we was trying to set up the equipment. We never was able to set up anything. I requested a refund and wanted to send the equipment back. They told me that I couldn’t. I only had the equipment for a day or two and now they are telling me to send the equipment back I have to pay a $4000 termination fee. I don’t like how I was treated from the start. All I want is to return the equipment and get a refund.

  Business Response

  Date: 08/21/2023

  Hi ****

  Thank you for taking the time to reach out and share the issues you have faced with your Epos Now purchase.

  Looking into your account we can see you raised a cancellation request with our internal team which wasn't upheld.

  You cited lack of training and support as the main reason behind this.

  We checked the contact history on the account and can confirm 10 training call attempts with a combined call time of over 3 hours within your first 30 days of purchase. As such we believe we have provided reasonable onboarding assistance and as such declined your request to cancel based upon the reasoning provided.

  We would love the opportunity to continue to work with you and assist you further with your system setup. We can be reached 24/7 on 855 434-3767 option 2.

  If your only desired outcome is a termination of your contract you would need to pay your contract buyout fee. Please contact our customer success team in order to discuss this.

  Kind regards 

• Initial Complaint

  Date:08/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I run a very fast paced, high volume restaurant and beach bar on one of the best beaches in the world in Grand Anse on the Caribbean Island of Grenada. I have been doing business with EPOS since about 2017. Ever since the beginning, getting in contact with them has been the hardest thing I have ever had to do while running my business.
  When a support ticket is raised, I do not get a response back until at least two weeks later. They now have changed the nature of their support to only include online live chats and raising tickets, when the last few years I was able contact them by phone call and speak to a real human being. I have tried every way to contact them with no luck and this is the only way I see to get the answers I am looking for as I have seen EPOS respond to the complaints on here. I figured if they are actively watching this website I may get an answer.
  
  So my main problem is I need to update my payment information by giving them a new credit card as the last one has been deactivated. I used to be able to do this over the phone, however I now must do it online. When I clicked the link to enter the new payment information, I entered the card details and was notified that an OTP (one time password) had been sent to my email or mobile. I have been doing this for the last three days and still no OTP has been sent to any of the phone numbers or email addresses assigned to my account. I understand these things happen, however, when trying to contact them about this after I get zero response. I am in a position now where my service is going to be cut off tomorrow if the payment is not accepted. This is the busiest week of the year where we make the most sales due to our country having its Carnival season and I really cannot afford to get cutoff.
  
  All I want is for someone in the EPOS accounts department to contact me.

  Business Response

  Date: 08/24/2023

  Hi ******

  Thank you for taking the time to share your challenges both contacting us and with your billing.

  We have checked the account and can see payment is now updated and the most recent bill has been paid.

  In regards to contacting us you are absolutely correct in that we are in the process of adjusting our options with regards to how customers can contact us, that being said phone still remains our primary contact method and we will not be removing that any time soon.

  Our main line is 855 434 3767 option 2. We have added automation on the call queue to self diagnose the department you need to speak to as well as requiring account number to help us speed up locating you in our system.

  We also value your feedback here and want to ensure it's easy and streamline to contact our support team when you need them!

  We will be sure to continuously listen to our customer feedback and optimize the experience to their needs

  Kind regards 

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for this POS system after being told that I could use it in Mexico. When i tried to set up the system with the integration company, it was impossible to do.
  
  I immediately, within hours, reached out to epos now, and told them that I wanted to cancel, as the integration was not possible.
  
  They were able to stop the pos system, in transit, so i never even received it.
  
  They are STILL charging me, every month, despite constantly, in writing, and via phone calls, demanding cancelation.
  
  They are now telling me that I owe 10 months on a support contract, when I never received support from them at all. They never answered the phone, never helped, once I purchased the pos system.
  
  This is deceptive and fraudulent activity, especially when I requested to cancel BEFORE the cool down period, provided to me.

  Business Response

  Date: 08/08/2023

  Hi *******

  Thank you for reaching out and sharing the issue you have experienced with your purchase.

  We have confirmed the shipment was returned to us and your refund has been approved.

  It is now sat with our team for processing and will be finalized within the next 28 days.

  Your account has also been submitted for cancellation and no further charges will be deducted.

   

  Kind regards