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:01/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 met with a sales rep name *******************, who attempted to sell my business the Paradise POS System. After talking with him, we advised him that we had to check with our current POS company, and we would get back to him. He stated if we went ahead and filled the info out on the application, it would safe us time if we dis decide to go with his company. At that time Paradise started taking $194.82 out of our bank without our permission. We contacted *** and he said he would get it stopped and refunded by the next day. Another month goes by, and they deduct $194.82 again. We then called Paradise ourselves and they refunded the first charge but after 4 attempts they still will not refund the 2nd charge.

• Initial Complaint

  Date:09/22/2022

  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 own a brick and mortar retail business for which I purchased a point of sale system with two stations from this company in April 2022. I purchased the hardware equipment that was supposed to be designed to use with their software and I purchased a monthly subscription to use their software. The system has not worked properly since Day 1. We have had to called repeatedly to fix problems with the hardware set up as well as bugs in their software. The list of problems include the following:* Faulty cords connecting the iPad to the printer * After cords were replaced, iPad was still not connecting to the printer so they said there was a faulty port in iPad #2. So, a new iPad was sent with them trying to charge me for shipping it even though we had only been using it for a month. * House account tickets that had been paid by customers keep showing up a second time as unpaid.* A customer's credit card got charged for a purchase they didn't even make and there was no record of it on my end that I could see on the iPad or on the online dashboard. Paradise explained the system added their two previous charged together and then automatically charged them again without ever running the card. somehow an unapproved charge went onto their card, which is fraud.* On numerous occasions customers have been charged twice because we run their card for payment and the card reader shows the connection failed when it actually took the pmt.* iPad #1 also had a faulty connection with the printer. They sent out new connections for both systems to connect the iPad to the printers. We worked with them over the phone to set it up and was told this would fix the problem. It did not work. They said the raspberry pie everything was running on was not large enough to support the two systems that we had (even though that was part of the equipment they sent us). They said a supervisor would call and they would send another raspberry pie. We have not received any phone calls back.

  Business Response

  Date: 10/12/2022

  This merchant is utilizing a tablet (iPad)based system and purchased a 2 station system.  On April 14th,the merchant installed 1 station with the remote assistance of our tech support team and installed the 2nd station on April 21st. Per our notes and call log, the merchant did not experience any major issues until May 10th.  All calls before that were mostly related to general knowledge/training questions and assistance.  On May 10th,they were experiencing connectivity/communication issues because their router was not powered on.  She called in again the flowing day with communication issues and we identified the router was offline again and we suggested that she swap the apple power cords as this is the cheapest solution and first step in remotely trouble shooting connectivity issues as cords can easily be damaged.  After swapping the cables we ran a few tests and the devices functioned as intended.
  
  On June 2nd, she called about a House Account not reporting correctly.  Upon further research and testing,we determined that she had a faulty iPad from the manufacturer.  We explained to the merchant that her iPad was a factory defect and we would warranty replace the device but per our warranty policy, which was disclosed in our User License Agreement upon her purchasing the software and system, she is responsible for covering the shipping on all warranties.  This is standard policy and procedures for products and companies in the US.  The merchant was upset to this matter, which delayed our company being able to send a replacement as we had to wait to hear from her reselling partner as to if they would cover the shipping expense.  On June 7th, we were able to resolve the payment issue and send out a replacement iPad.
  
  No further tech related calls came into our facility until June 24th regarding another iPad and the merchant admitted that wiggling the cord seemed to help this issue but it wasnt working for her today.  We had her power off/on her printer and iPad and the devices reconnected.
  
  No further tech related called were received until July 15th.  All calls during the roughly 3 week period were related to general questions or request for new features related to house account functionality.  July 15th, the merchant requested that we do a bulk upload to change/update their inventory.  Generally, this is not something that we do.  We only do a bulk upload as part of the initial development of their database.  The merchant is responsible for updating and maintaining their inventory afterwards and there are tools within the software to manage inventory.  However, our team, made a concession and moved forward with the request. 
  
  On July 18th, the merchant called in because of communication issues and we identified that her internet was down.  We restarted all the devices to reconnect to the internet and tested all equipment to ensure it was working properly.
  
  All calls until July 29th, were primarily related to help with setting up and installing their label printer.  No major issues with the system were reported.  Aug 1, they called in with an issue related to not having internet, had them reboot the router and everything reconnected.  This is a standard troubleshoot function that many of us even do at our own household when we lose internet.
  
  Aug 3rd, called because barcode scanner wasnt working.  It had lost power and the battery was drained because it was unplugged for an extended time. 8/15, merchant called with help closing out a cash drawer.  She stated that shes having issues frequently, so our team reviewed her connections and check her equipment for firmware updates.
  
  On Aug 24th, the merchant contacted us again about House Account reporting and we escalated these concerns to our programming team to review and offer a potential fix.  From Aug 24th to Sept 8th.  Most of her calls were related to House Accounts.  Our dev team determined that the merchant was having major connectivity issues related to her network.  We clearly state in our User Agreement that the customers in house network is their responsibility and we cannot be responsible for it.  We are not a ******* Services company. 
  
  The connectivity problems resulted in transactions going through on the processing side but never receiving a response back to the terminal.  This is the cause of the payment issues the customer experienced.  In an attempt to help resolve this, we provided additional networking equipment at our expense. 
  
  The kits arrived on location on Sept. 16th and were installed with remote assistance from our tech.  This appears to have resolved the issue as the merchant has not called in for tech support related issues since Sept. 22nd and has continued to use our services and the software ever since.  There are no contracts with our software, and the service can be canceled at any time without penalty. Her continued use should be seen as proof that a resolution has been put in place.
  
  It is very unfortunate that this merchant experienced multiple issues related to her network that caused connectivity issues and bad data from her system.  With each call in, our tech support team has been responsive, available for assistance, and they worked diligently to provide a resolution on each occasion.  The merchant has had the system since April and requested a refund of her system in September with the threat of lodging a BBB complaint if we didnt comply.  We have a very clearly (BOLD and CAPITALIZED) no return policy in our User Agreement, we chose to uphold that policy, the merchant retaliated by filing this complaint as she continues to use the system.