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Business Profile

Point of Sale Systems

Epos Now

Complaints

Customer Complaints Summary

  • 138 total complaints in the last 3 years.
  • 31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/20/2023

    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.
    Cancelled contract with this company and they are still debiting my business checking account. They will NOT respond when I tell them to stop stealing my money.

    Business Response

    Date: 04/20/2023

    Hi *********

     

    Thank you for taking the time to reach out and share the issue you are experiencing at present with your account.

    Looking into your account the reason you are still being charged is you are still within your contract. See invoice attached.

    So far you have paid the sum of $235 to Epos Now for the contract lines, the remaining balance sits currently at $843, this can either be paid off monthly or we can send you a final invoice for the total amount.

    Customer Answer

    Date: 04/24/2023



    Complaint: ********



    I am rejecting this response because:

    The contract was for a service. A service you failed to provide by holding cash from my sales hostage and that you released in bits and pieces. The timeline for the funds to be released went against your terms as outlined in said contract. I will be happy to take this to court. Please provide your businesses legal origin and jurisdiction.

    Sincerely,



    ******** ******

    Business Response

    Date: 04/26/2023

    Hi *********

    We have reviewed the account and situation and have decided to cancel the contract without further billing to yourself.

    We wish you and the business the best moving forward.

    Kind regards 

  • Initial Complaint

    Date:04/05/2023

    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 am the owner of a small store. I pay the company eposnow for my point of sale and credit card machine in my store. On March 9 my credit card machine stopped working. I called technical support only to find out that they lied to me about the tech support being available in America. What I find is the tech support is on uk time and is only reachable through email. This is what what I was told and isn’t what’s on the website. My unit broke March 9. I called and spent an hour with a person on the phone. I was told she could not fix it and I needed to send pictures and videos to show it didn’t work and I would be called the next day. After 2 days of not being able to take payments I called back and spent another hour doing the same thing and was told it was now weekend someone would call Monday. On Monday evening still unable to take payments I called back. This time I told them if they didn’t call me the next day to fix it I was calling to cancel. So the next evening after still not hearing from them I called back and told them to stop charging my card and cancel the service. After two weeks I received an email saying the problem was solved and I couldn’t cancel. The system still didn’t work so I called my card company and stopped payment. On the 1st of this month they charged me and sent an email that said I wasn’t allowed to cancel because I didn’t let them try to fix it and I never sent pictures or did the troubleshooting. I sent an email with the proof that I have not had a working system, I sent everything they asked for, and proof that they never called me back. Today I received an email saying there has been a slight delay in response and they still will not cancel the service, they are still charging me and they refuse to even talk to me about fixing the system that they are supposed to maintain. I have not been able to take a payment through my point of sale in a month. I have emails and pictures proving I’ve done my part and they will not even call me to fix

    Business Response

    Date: 04/07/2023

    Hi ******

    Thank you for taking the time to reach out and giving us insight into the issues you are experiencing.

    We can see you are in contact with our complaints team at present so we will allow them and yourselves the opportunity to come to a resolution.

    In regards to addressing our support offering, we have US based support that works 8am-7pm EST Monday-Friday and 9am-5pm on Saturday/Sunday. Outside of these hours we also have support in the UK/Australia and Spain. 

    We are a global support resource so you could speak with a variety of agents depending on when you contact us.

     

    Kind regards

    Customer Answer

    Date: 04/11/2023



    Complaint: ********



    I am rejecting this response because:

    the complaint department told me I was a liar and I didn’t do my part. That took a month for you to admit only after I sent proof that I did do my part. The complaint was registered at my bank. You disputed the claim saying I didn’t follow up with anything. Now after a month of nothing but being put off and told this is on me. I now have the email stating that not only did I send the stuff but you just never looked at it. Now after a month of not being able to take a payment I was told that my information was found and if I’m ready now you are willing to work with me. I am not a liar. I did my part. I have been charged 2 months now and my shit don’t work. I do a complaint and you say nothing until I try to cancel. You have still not tried to make the system work you or only fighting the cancellation. I don’t trust doing business with you. In fact if I had not already paid for a new service I would have gone out of business because I haven’t been able to take payment for a month and still you say you are working with me but the only communication I have had was a complaint department telling me I’m the liar. Now they admit it was all them from the beginning and they are still only trying not to cancel. We are over a month the unit still doesn’t work and after more than a month I was finally offered to have someone at a later date contact me to try to fix it. I will not do business with someone that accuses me of lying and refuses to fix their stuff. This would have ended my business. Not you say let you complaint department that takes a week or so to write. I still can’t talk to anyone so you think I will just spend the next 6 months paying you and you sending me an email once a week or every other week to let me know that you are taking more money and tell me to go bankrupt because you don’t feel the need to call me to make a repair. I don’t trust this company and I want a refund for the payments made on a none working machine. Seeing this reply I’m going to send this and take all this information to my attorney. After all this a company that has broken their agreement but now trying to hold me to contract that they are currently breaking. I have not been able to take in a payment for over a month while you have taken money from my account. How do you possibly think a company can pay you your money if you are the reason the company can’t make money. You are trying to close my store. If I truly waited on you to do something after a month how could I pay my rent. You are trying to close down my business and think you have that right. I am going to fight you. Then I’m going to sue you for lost wages. You are better off refunding me and going away. But now I’m going to sue you!



    Sincerely,



    ***** *******

    Business Response

    Date: 07/21/2023

    Hi ******

    We requested that your send video evidence of the issue with card reader to ensure that replacing it was the correct next action, we never received this and as such we were unable to process the replacement for you. We then offered to replace this for you due to your persistence in demanding this to which you declined our offer, only wanting to return your purchase and seek a refund.

    We performed call audits against your claims and were unable to uphold them.

    We remain open and willing to assist your with technical issues or training requirements but are unable to accept a return and refund for your purchase.

    Kind regards 

  • Initial Complaint

    Date:03/17/2023

    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.
    The business advertises a POS system with no monthly fee. I called and wanted to purchase a system that does not have a monthly fee. The sales team says that doesn't exist. I referenced the ad, and was told I got it wrong.

    I believe this is blatantly false advertising and this company is clearly a scam artist organization.

    Business Response

    Date: 03/20/2023

    Hi there,

    Thank you for taking the time to raise your issue with us.

    We tried to find the same targeted ad referenced but couldn't find it, see screenshot attached. Our billing is readily available on our website. We have packages with monthly fees and some without monthly fees if the equipment and software is bought upfront. With this package the only fee can be a yearly renewal fee with no monthly obligations.

     

    Kind regards 

    Customer Answer

    Date: 03/28/2023



    Complaint: ********



    I am rejecting this response because: When I called initially and again today to verify, I was told by your sales agent ******* that it is not possible to buy the equipment without a monthly fee or contract. That you can buy the equipment but in fact it will not work without the monthly charge of 39.99 The fact that you can't find your ad is an obfuscation of the fact that your response and what your sales agents say are two different things and according to the sales agents what you state in your email is not possible. I still believe that your company is operating in a deceptive manner by advertising a POS system with "No Monthly Fee" when that does not actually exist. 



    Sincerely,



    ***** *****

    Business Response

    Date: 04/07/2023

    Hi ******

    You can purchase an upfront bundle where you buy the hardware and software upfront and each calendar year pay a renewal fee of $175 per software license which grants you access for a further 12 months. This isn't a popular bundle as not many people wish to pay $1799 upfront and prefer more cost effective options. The fact our sales team isn't providing this option is a different issue and one we will pickup internally. Again as mentioned it's not popular, we sell very few vs the monthly bundles, the bundle also comes without support which as i'm sure you can appreciate also isn't popular as the majority of consumers prefer technical support on hand when needed. 

    We have over 13,000 reviews on ********** alone with offices in England, US, Australia and Spain, we fail to see how a company of this size is deemed in your eyes to be a "scam artist organization" *********************************************

    If you do not wish to purchase goods or services from us that's fine, we wish you the best of luck with your business endeavors and hope you find a provider that meets your needs.

    Warmest regards 

     

     

     

     

  • Initial Complaint

    Date:02/08/2023

    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've asked them to cancel my contract because it doesn't meet requirements for the Business I am in, I called them and waited over 3 hours on hold to reach someone, then I asked then to please my contract. They said they would look into it and let me know within a week but never got back to me. I've emailed them and have had no reply. I paid upfront and my sales rep even told me I could cancel anytime and now they are saying different. They are a scam of a company and do not care about customers. All they care about is making money. We have asked nicely to cancel but they don't even respond. I will not tolerate lies. My sales rep which I choose not to name but will if I have to lied upfront about being allow to cancel anytime but then they tell you well we will see if you must pay. I told them no that my sales rep told me no contact. Bunch of scammers and liars. I need them to cancel or I will seek out legal consultations since they make fake claims and try to make you pay for service which do not work right half the time.

    Business Response

    Date: 02/09/2023

    Hi ******

    Thank you for taking the time out to share your issues experienced and giving us the opportunity to resolve them for you.

    We can see that you have also raised this internally and have been working with Patrick within our customer success team. It would appear we raised the complaint internally and performed a call audit to confirm or deny your claims with regards to the sale about product functionality and contractual obligations. 

    These were found to be not upheld and a breakdown of this was provided to you. We can see you have requested for the sales calls we audited to be downloaded and provided to you, Patrick has provided via email the necessary steps required by yourself to obtain these.

    We take every complaint very seriously and as an opportunity for us to grow and learn as a business, we never take sides and ensure a full audit is always done in line with our terms and conditions to ensure accurate information is always provided.

    At this time per our evidence found on your sales calls we would be unable to cancel your contract as we believe accurate information surrounding product functionality, cost and term length was provided correctly.

    In order to further dispute this you would need to follow the data request process outlined by our team sent via email. 

    Kind regards 

     

    Customer Answer

    Date: 02/09/2023



    Complaint: ********



    I am rejecting this response because: I have asked to cancel my contract and you are refusing to cancel it. 



    Sincerely,



    ***** ****

    Business Response

    Date: 02/20/2023

    Hi ******

     

    As mentioned in great detail in our previous response we are unable to cancel your contract with Epos Now as we found no malpractice or misinformation from our sales team. We have also provided a route which you can obtain these sales calls for your investigation. Outside of that there are no next steps with regards to any cancellation.

     

    Kind regards 

  • Initial Complaint

    Date:02/01/2023

    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 signed up for POS system and paid that day still haven't received tracking number nor system. They stated a reason why and I stated close it refund my money since my document isn't scientific enuff

    Business Response

    Date: 02/15/2023

    Hi ******

    Thanks for reaching out and sharing the issue you have experienced with receiving your POS. Looking into your account it would appear the order was delivered to the specified address you provided Epos Now during your sales process. The tracking number can be found here: *************************************************************************************

    The address we shipped to was **** * ******* **** ******* ******** ****** ****** ****** 

    If you have an issue please contact our customer service team and we will ensure this is investigated for you. 855 434-3767

     

  • Initial Complaint

    Date:01/31/2023

    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.
    ePOSNow sent me a barcode scanner that is dysfunctional. After multiple failed trials of connecting the scanner to the terminal, with their agents, it was determined that the scanner was dysfunctional and the manufacturer needed to replace it. After a week of failed attempt to contact ePOS, I was told that they don't 'believe' that the scanner is dysfunctional. This is not a matter of believe, I have proof that it is not working. Any new machine comes with a manufacturer warranty in case it is faulty. I called again and spoke with a manager, they changed the story stating that the barcodes are not in the system, that is why it is not working. I have well documented proof via email and video that the barcode is dysfunctional. Their agents have since become rude, and refuse to listen to me. Initially all I wanted was an exchange of a new machine, but now I want a refund. They are not even providing me with an address where I could return their machine. They are very dishonest, customers need to be protected.

    Business Response

    Date: 01/31/2023

    Hi *****

     

    We apologize for the delay in triaging the issue and taking appropriate action. We have raised this internally with the tech team tasked with this issue and will ensure we either resolve the equipment issue or replace it for you.

     

    We appreciate your custom and will ensure this matter is resolved asap.

     

    Kind regards 

  • Initial Complaint

    Date:01/31/2023

    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 requested written cancellation of these services effective 04/26/2022. I have spoken with many staff members in an attempt to cancel and have received multiple different responses. I have been attempting to cancel this contract since around August of 2021. I have been completely unsatisfied with services and with the customer support. I have spoken with the Better Business Bureau for best advice on how to handle this matter. Before I purchased the system, I did not receive an adequate explanation on services, nor did I have knowledge of EVO and EPOS being separate companies. Even after sending written notice to cancel, EPOS still continued to draft the monthly premium. As directed by the BBB, I stopped draft on EPOS payments. After months of EPOS attempting to collect the premium, I received an email on 6/23/22 from EPOS that supposedly allowed me to complete my cancellation. Even after acknowledging my cancellation, they continued to attempt to collect a monthly premium, sending dozens of emails stating, "payment was declined" until around August of 2022. EPOS has now turned over $678.00 to a debt collector, saying this is what I owe them.

    Business Response

    Date: 01/31/2023

    Hi ********

    Thank you for taking the time to reach out and share your issues with regards to your cancellation request. We have attached your paid invoice disclosing the services you opted to purchase at the point of sale. The services purchased include the "Standard Support License" & "Protect Now Care Plan" which have default contract lengths of 12 and 36 months respectively. Any early cancellation would require the buyout fee for these subscriptions to be paid in full.

    This can be found in our terms and conditions here: ******************************************************************************

    As the balance is still outstanding we internally move your account to our debt collection agency, they then own the collection of this from here on. They have flexible payment options to suit your situation. 

    Kind regards 

     

     

    Customer Answer

    Date: 02/03/2023



    Complaint: ********



    I am rejecting this response because: The invoice you attached is not my invoice, I am attaching my first invoice. I will pay my debt very unwillingly because I am having heart surgery soon and I do not want to carry this stress. I am extremely dissatisfied with the services provided by EPOS NOW, the lack of clarification when signing up and the customer service I received. 



    Sincerely,



    ******* ******

    Business Response

    Date: 02/20/2023

    Hi *******

     

    We apologize for any confusion on the invoice and are very sorry to hear about your medical condition. 

    We wish you a speedy recovery and best of luck with any business practice moving forward.

    Kind regards 

  • Initial Complaint

    Date:01/25/2023

    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 signed a contract with EPOS Now because they said they had a great system and 24 hour service, better than square and cheaper. The system does not work, will not retain bar code entries, does not do final reports . Does not open and close the tills. Does not sync with their barcode printer, does not retain information, continually goes down, with no support. I have voiced my problems since day one and it falls on deaf ears. the 24 hour service is only if you pay another $190 a month, otherwise the hours fall outside the business schedule, even though the contract does not state for additional charge. My terms advised I can terminate if any given calendar month is less than 90%. My system continually goes down and I have no reports, but the system registers that it is ok... they advised me I would have to pay $3566.76 to get out of the contract. I have used this system for exactly 11 days and not one day has it worked correctly, or been online the whole time.

    Business Response

    Date: 02/09/2023

    Hi *******

    Thank you for taking the time to share your issues in detail so we may help to resolve them for you. It sounds like you are experiencing issues derived from incorrect setup/lack of training as they are all fairly routine troubleshooting/training steps we can resolve for you and ensure your system is working correctly.

    We can see some outbound calls from our training team from 10/14/2022 - 1/13/2023. After that we have a single call from yourself to our Success team to raise your complaint. Once a complaint has been raised Epos Now reserves the right to be giving the opportunity to resolve this on your behalf, per the call log from that conversation you opted to decline said technical assistance to address these issues. Our terms and conditions can be found here: ******************************************************************************* We have attached the section of these terms which would cover your current situation requiring you to allow us a reasonable opportunity to resolve these issues experienced.

    We remain ready and willing to assist you with resolving your issues, until we have been afforded this opportunity we cannot discuss and further steps with regards to cancellation.

    Please contact our team and seek technical assistance for the highlighted challenges and we are confident we can have you up and running seamlessly.

    Kind regards 

     

    Customer Answer

    Date: 02/09/2023



    Complaint: ********



    I am rejecting this response because:

    we called every day that we were operational.  I was told to call back in the morning for the one time I got through.  The rest we left a number for call back and either never received a call back or the tech would call and then hang up.  The one tech we got through, wasn’t sure what was going on.  

    My complain my is… no training… oh it is offered but Monday through Friday.  I told the salesman, this is a bar.  I was not available before 5pm.  My daughter tried to call “their hours”… we could never get a response and of course unless you talk to someone, it is not logged.  

    I do not trust their system.  When internet goes down, it loses all data.  To say it is not hooked up right.  I was on with tech.  

    I do not want their product.  I don’t need a refund, but I shouldn’t have to pay for something that will not work and I can’t get support for with out an up charge.  They lied!  And I realize I have to pay for the year whether I use it or not.  But I cannot operate a business with something that will not work and I cannot get immediate support for… during business hours your or ours! 




    Sincerely,



    ****** ********

    Business Response

    Date: 02/20/2023

    Hi *******

    Thank you for responding to our proposal for how we can move forward together. We understand you are frustrated about the situation however we are open and willing to addressing the issues you have raised and reserve the right to be afforded the opportunity to resolve them for you. If you are unable/unwilling to afford us this opportunity we unfortunately cannot assist in any other capacity. You have agreed to the contract lengths and services at the point of sale and are therefore bound by them. This is the reason you have an outstanding balance owed that we will attempt to collect on.

    As mentioned we remain very much willing and waiting to assist you with the issues raised and are 100% confident we can ensure they are resolved and you are happy with the product and services. if you no longer wish to receive assistance or utilize the product the contract buyout can be paid by contacting our Customer Success team on 855 434-3767 and select billing.

    Kind regards 

  • Initial Complaint

    Date:01/23/2023

    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.
    Told me what I wanted to hear to sell me the systems. Told me if it does not work I could send back. I received systems and it did not do what the salesman said it would. Not compatible for my industry. I reached out to customer service for help and spoke to 4-5 different people on multiple occasions and finally one guy said you are correct this will not do what the salesman said it would. So I let salesman know and never heard back. Emailed multiple times to send back and get a refund and he would not respond. I finally called my credit card company and had them deal with Epos and they never heard back as well. So CC company issued me a credit and said they would follow up again. Still nothing. Now a year later I have someone from their collections department calling saying I owe them over $3800 for breach of contract and non payment. This is crazy.

    Business Response

    Date: 02/09/2023

    Hi Kevin,

    Thank for taking the time out to share your issues experienced and giving us the opportunity to resolve them.

    It looks like we investigated your system issue with regards to functionality back in 12/4/2021 3:32 PM. The summary of this was you needed a way to pay/refund out customers the bottle/container fee which we can absolutely achieve with our product.

    As such your cancellation request was not upheld as the functionality exists, therefore you would be liable for any contractual obligations entered when you purchased from Epos Now. Please contact our customer success team to discuss this further.

     

    Kind regards 

     

    Customer Answer

    Date: 02/15/2023



    Complaint: ********



    I am rejecting this response because:

    I was directed to the tech support department which the salesman, Bradley said they were going to assist me regarding my payout needs on the Epos system. I spoke with several tech people, I believe 3 different individuals regarding this issue. The first 2 did not know how to assist me regarding paying people out. The salesman said something about a payout lotto key and that would work. So I finally got a guy from the UK named Russell who said there is a lotto payout key but it will not do what you need it to do. I explained I need a function that will multiple my amount I key in by 5 cents to give me a total to payout my customers. He said the lotto key will not do that. It will payout but not do what I need it to do. He said unfortunately this system “will not work for what you want it to do”. He said reach out to the salesman and let him know it will not work and you want to return them. So I reached out to Bradley the salesman and he did not respond. At all. After multiple attempts by phone and email. No response. 
    I spoke with a guy from Epos Now, Alex ******** 3 weeks ago regarding this and he said he would look into this and follow up in a week. He never did. So I emailed him regarding my dispute and he said he was going to listen to the audio recordings with the tech support guy from Epos, Russell from UK and he would let me know. Still no reply.  So I would like you to request the audio recordings regarding the guy telling me these will not work for my needs. This is why I wanted to return these. No other reason. They do not work for what I need them to do. And the salesman said they would. I told him exactly what I needed them to do and he acknowledged they would work. So I was mislead and he should have never told me they would work. He just wanted the sale. 



    Sincerely,



    Kevin *******

    Business Response

    Date: 02/22/2023

    Hi Kevin,

    Please contact our customer success team in order to discuss this case in more detail, they can be reached on 855 434-3767 and selecting billing

    Kind regards 

  • Initial Complaint

    Date:12/28/2022

    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 was contacted by the company after placing a request through an online request in November for a POS machine. As soon as the machine arrived from day 1 I have had issues. I was told everything would be in the box, it wasn't. I wasn't told I would have a contract, but I do! I have been lied to about everything! The salesman, made it sound great on the phone, like I was getting a heck of a deal and he was doing me a favor at the price. it took me forever to get a call for training. I had to fight to get my credit card machine. I was lucky to receive it the day before my store opened. I had to fight with a woman who barely spoke English and was hard to understand. I wasn't told I was being put into a 1 year contract. When I tried to fight to get out of it since it was less than 30 days I was threatened. I was told someone else would call and help. I have fought with this machine since it was ordered and I have opening my store on 12/3/22. Last week, our internet went out, I understand that is not EPOS's issue. When it came back on and I realized our credit card machine still wasn't working I called. The man did a few things got it working. The next day we came it and it still wasn't working. We called back, after over an hour the woman kept doing the same thing and clearly had no clue; then hung up on my when I told her she had no clue I wanted to be transferred to someone who did I was tired of this and need out of my contract! I am tired of having a breech of contract thrown in my face! This company is a scam and takes advantage of people. They lie and then sneak and scam you into contracts and take advantage of people!

    Business Response

    Date: 01/05/2023

    Hi *****,



    Thank you for taking the time to share the issues incurred with your Epos Now account.



    Due to the content rich nature of your comments we will do our best to address each key point raised with our response below:



    1. Everything in one box - We can see all your goods were delivered in a single order aside from your credit card machine, this is due to you the customer being required to complete the KYC (know your customer) security checks to validate your business before providing you merchant services. This is standard practice in the payments industry. We can see you completed your KYC and the card machine was sent and delivered.



    2.Great deal on sale - Checking your invoice you did get a great deal with the sales rep discounting your order $621. This adjusted your price from $953.52 to $332.52.



    3. Contract - The invoice you were sent clearly breaks down the contract lengths you agreed to. We have attached this for your reference.



    4. 30 day cancellation policy - This transaction is considered B2B and as such is governed by different law to B2C which is where 30 day returns etc feature. Our T's and C's can be found here for reference: ******************************************************************************



    5.Internet issues and how that affects the POS - By own admission you referenced internet outages. These can always be disruptive to the use of a cloud based system. It is the customers responsibility to ensure a stable and reliable internet connection to ensure smooth running of the system.



    We 100% want to assist and ensure your product is working as intended and remain able and willing to assist if anything isn't working as intended where we find fault on Epos Now's behalf.



    Please call us on 855 434-3767 and request to be transferred into our Payments channel to get assistance with your card machine.



    Kind regards
    *** **************** *************** *****

    Customer Answer

    Date: 01/06/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)

    1. Before I agreed to everything I asked if everything I needed would be in the box when I received it I was told yes, I wouldn't need everything anything else. Yes, I did eventually receive the machine but that is not the point. I did eventually get the machine going but I had to send the verification 3 times, because your system wouldn't accept it the first 2 times barely making the deadline for my store opening. When I would call, I kept getting the run around and speaking with people who hardly speak English!

    2. Your opinion of a good deal and my opinion of a good deal are 2 different things when I have to fight to get done what I want and get the help with people who speak English! Every time I call in I get stick speak to a Val who is horrible, even though I have been assured I would never have to deal with and speak to her again and I would be connected with a man who was great which didn't happen.

    3. The contract, Great Loop whole! The salesman Andrew was a smooth talker and took advantage of a woman and you should be allow to operate an English based company in the United States if you are going to take advantage of people and not honor what your salesman tell people and what you are selling I went all the way to a Vice President in the United Kingdom within 30 days when I wasn't happy about what I received and the help I was getting or should say wasn't getting and he told me he would call back the next day.... Never heard back image that!

    4. I had one internet outage, which yes will happen, but outside that my internet is solid! My internet is not the issue, your software is the issue, and your customer service is the issue.

    5. You are just looking for a way out!

    6. I just want out of my contract everything about what I was told, sold and told about my contact and everything I have been told about customer service is a joke and a lie. When I called for help, Val, had us do everything 4 times over and over and it still didn't resolve anything. I received an email last week about an issue and that email said if it is on 12.21.22 that said we received your request for assistance if you still need help email us back; but it was to a no reply email; how can I get assistance if I can't reply?

    7. It isn't a payments issue; it is a software issue. Yes, it might be working for now; but your customer service is horrible and unreliable and hard to understand. I want out ASAP, I wasn't given the full story about what I was getting into with this company; trust me if I had, I wouldn't have paid $1.00 let alone the $332.52!

    8. Maybe all the complaints and grievances should tell you there is a problem!

    9. If you would like to see more emails like the one attached where EPOS is asking for me to respond to a [email protected] I have plenty that I am happy to provide. What is the point of emailing me for input or to ask about my service or for a reply when I can't reply to the email? They send these emails to make themselves look good so they can look like they are attempting to solve a problem and make it look like they want a resolution, when it is clear they are a fraud otherwise, I was have an actual email I could respond to, instead of ********************


    *** **************** **** ************

    Business Response

    Date: 02/17/2023

    Hi ******

    We understand the areas you found issue with however the latest response is detailed in the same way as the original complaint. We feel we have responded to each of these points with details and evidence to support each point and the why behind us standing behind our contract and terms and conditions. We cannot take payment until the customer has agreed to the terms and conditions of the sale which will break down and disclose all contract stipulations. We have attached this agreement which you accepted on 10th November 2022, please scroll to the bottom of the document for this. At that point the contract between both parties is live and in full affect. We have also attached your paid invoice which again breaks down all your payments and associated lengths of them.

    We also raised 2 separate complaints per your instruction where we thoroughly investigated the sales process to ensure this was exacted correctly and we were unable to substantiate any claims of malpractice. 

    We are sorry to see you are still not happy with the situation, however we are confident that given your time and investment to work with us we can set up the product to work efficiently for your business. 

    We will not terminate this contract based upon the reasoning and evidence provided as it is not sufficient to do so.

    Kind regards 

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