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:12/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 has given us the runaround multiple times in regards to ordering a new cash drawer. In terms of billing practices, they try to get customers to use insecure online payment methods. After months of follow up, they keep changing their billing terms and the payments that they can accept. Communication is constantly unclear and they make little efforts to complete resolutions for their customers

  Business Response

  Date: 12/20/2022

  Hi ****,
  
  Thank you for taking the time to reach out and share the issue you have experienced.
  
  We are a little confused however as your issue appears to be resolved.
  
  We can see you spoke in length to one of our managers ***************** about this issue.
  
  The problem seems to have been relating to a faulty cash drawer out of warranty that you wanted to replace.
  
  We require payment in the form of Credit/Debit card for all hardware products which through our calls with you couldn't be achieved as you do not have a credit card in the business.
  
  We have subsequently agreed to provide this replacement to you free of charge.
  
  Per ***** this was delivered 12/19/2022 at 12:25 pm
  Tracking info: *************************************************************************************
  
  We have operated outside of our terms and conditions to accommodate your business in this situation so are unsure on what more we could have done to assist.
  
  Kind regards

  Customer Answer

  Date: 12/20/2022

  From: ***************** <***************************>
  Date: Tue, Dec 20, 2022 at 12:14 PM
  Subject: Re: BBB Complaint Case# ******** (Ref#***-90332889-********-3-210)
  To: Better Business Bureau <***************************************>
  
  
  This issue has been resolved.

• Initial Complaint

  Date:11/16/2022

  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.

  My business closed in sept 2021 and I had a 1year contract with epos from January 2021. I phoned up and made 2 final payments which they told me would close my account. Iv heard nothing from them from that date until this month when I received an email saying I owe over 500pound and need to pay or they will contact debt collectors. It has been 14 months since I sadly had to close my business. I closed my account with a manager called Sam Reynolds. They can clearly see there has been no activity on my system in that time frame. I even have emails asking me if I'd be interested in opened a new account. I currently are employed and have been for over a year now. This is disgusting. What exactly are they charging me for?. I will not be paying them another penny. And I want this resolving asap.
  
  Kind regards
  ************
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/21) */
  Hi ******,
  
  Thank you for taking the time to reach out and share the issues you have experienced with your account.
  
  This BBB page is utilized for EposNow LLC, our US branch.
  
  We will notify the UK team of the issue on your account and have them reach out and the earliest opportunity.
  
  Kind regards

• Initial Complaint

  Date:11/15/2022

  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.

  Hello. We have reached out by email and phone several times regarding cancelation of our contract. We have requested the information we need to buy out the contract. We have not received the information requested and are continuing to have the fees deducted. We only used the system for less than 30 days and lost business due to technical issues within the Epos system. As a new small startup business we chose to go with another more reliable system and began using it the second month. We understand that we signed contracts and we just want to be done with it. We cannot without the proper correspondence. Please provide the information requested as soon as possible.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/21) */
  Hi ********
  
  We are very sorry to hear you are having issues closing out your account.
  
  We have tried to search our CRM to locate your account but would require the account number/primary email/telephone number on file to locate this.
  
  Please provide this information when possible and we will ensure a member of our customer success team reaches out, alternatively you can call us anytime on 855 434-3767 option 2.
  
  Kind regards

• Initial Complaint

  Date:11/15/2022

  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.

  During my shopping for a POS system, all went very well with ****. The sales representative, ***** did a great job presenting the features and benefits of the **** bran. He provided the step-by-step process. Once I paid and was turned over to training, ***** told me that ****** would be my training agent. ***** placed me on ******'s calendar for an upcoming training and he told me to expect a call from ******. I did not receive a phone call, but I did receive an email confirming the time. ***** did inform me that ****** was in the EST time zone, but due to my schedule and my location (CST), he would provide clarity to ******. When I received the invite, I responded to the time zone and advised ****** that I would be prompt and on-time for the appointment. He replied and indicated that he would be looking forward to our 1st session. When the date and time came around, I received no response from ******. I attempted to reach out to ****** on the invite that he originally sent, but no response was received. After about a little over an hour passed, I received a telephone call from ******. I did not stop my meeting that I was in. Later that evening, I received several text messages from ******. I responded and advised that I was available at our scheduled time slot but had since joined another meeting. He continued with, what I consider unprofessional business dialogue and ended his message with the link so that I could add myself to his calendar. I advised him that I would do so. On the day that I scheduled the follow-up meeting, I did not hear from ******. I sent a text message asking if this was another time-zone mishap. I did not receive a response. I called EPOS Now and someone from the support line transferred me to ****** (who didn't appear to know that I had been transferred). He finally spoke up and said, "hello *****, how can I help". I said, "******, we finally are in contact, I'm calling for my initial training." I asked him to repea

  Business Response

  Date: 11/21/2022

  Hi *****,
  
  Thank you very much for taking the time out to share your issues and desired next actions.
  
  We are incredibly sorry you haven't been able to receive any training yet and will ensure your account manager reaches out asap to get this process started.
  
  Kind regards

  Customer Answer

  Date: 11/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm choosing not to accept because the representative or anyone else from business has made contact. Training is essential for my business and promises made during my time with EPOS has been really bad.

  Customer Answer

  Date: 11/25/2022

  On November 23, 2022, at approximately 12 PM, I attempted to call EPOS Now to initiate a dialogue. I waited about 5 minutes and their automated line came on recommending that I try the call-back feature. I did so and yet have I received a return call or follow-up from the initial outreach attempt regarding trailing.

  Business Response

  Date: 12/05/2022

  Hi *****,
  
  I can see you have been working with *************************** in our team and have spoken to team manager ***************************** in addition.
  
  I can see ****** attempted 3 calls on the December 2nd, the same day you replied with you latest post. please see screenshot of our attempted calls.
  
  Maybe we are just missing each other with contact attempts but wanted to reassure you we want to help and are ready to assist whenever you need us.
  
  Kind regards
  
  
  See Attachment/File: *****.PNG

  Customer Answer

  Date: 12/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ultimately, ****** and I spoke. However, it's been one issue after the other. I am still without a POS system due to a Bluetooth printer that does not work with your software. Both of which was recommended and mailed from EPOS and sent to me. I have completed troubleshooting with ****** and he has gotten direction from his immediate manager to allow the support team at EPOS complete their case work to determine the software issue. All while, I am unable to operate my business.

• Initial Complaint

  Date:10/24/2022

  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.

  Got charged $340 to not get the system I wanted I was on the phone for 2 hours exposing my business and what I needed and got completely lied to! This system requires way to Many plugs for a food truck to supply and wasn't not told that! Was told many food trucks use this system very efficiently and that the screen and cash drawer was small. Also was told I was getting a kitchen printer for free which I never received which he had to get a manager approval. I paid extra shipping to get my equipment in time and didn't I had yo sign up for square and use there system. All I want is to return the system but I can never reach anyone that can help me! I will never recommend this company which I had 4 for trucks wanting to sign up with just heading about the fees and I will not for my name attached to this company! Can someone please call me to resolve this issue I've been completely taken advantage of when I was told I would have help setting up my pos system and never received any help at All!!! Please help a small new business owner.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 8, 2022/11/10) */
  Hi *******,
  
  We are sorry to hear about your experience thus far and can see a member of our complaints team has raised a collection of goods case on your behalf.
  
  We have sent a return label to the email we have on file.
  
  Once we receive the goods back we will refund you the sums paid to Epos Now LLC. Kind regards

• Initial Complaint

  Date:10/12/2022

  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.

  Purchased the POS system for my store and was told I could integrate my website with it. It hasnt been working after multiple calls and emails with EPOS people who are very hard to get in contact with. It has never worked and I am being charged monthly for the service. I spent over $600 for the whole system and I now need to purchase another one that is compatible. They wont return my money and are still charging me for the service that doesn't work. I asked them specifically if it would work with my******** website and they said yes. I want to return the system and get my money back from all these months of them not providing the service they promised.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 8, 2022/10/31) */
  Hi ******,
  
  Thank you for taking the time to reach out and share the issues you have experienced with your purchase.
  
  We are going to investigate this issue and report back once we understand what stage it is at with our tech team.
  
  We appreciate your patience during this time and aim to have a resolution asap.
  
  Kind regards
  
  
  Consumer Response /* (3000, 10, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was told 2 times that a "ticket" would be opened and someone would reach out to me. That was almost a month ago. This is what has happened almost every month and its very frustrating. No one can help, no one has an idea how to fix the problem. I am heading into the holiday season with the same issue. You guys promised IT support etc and my system has never worked properly. I just want my money back.Please cancel my account effective immediately
  
  
  Business Response /* (4000, 12, 2022/11/09) */
  Hi ******,
  
  Thank you for providing further insight into your issues experienced.
  
  We can see you have spoken with a member of our customer success team in regards to cancelling your account.
  
  We will unfortunately be unable to refund you for your purchase per our terms and conditions.
  
  
  
  We wish you the best with your business moving forward.
  
  Kind regards
  
  
  Consumer Response /* (4200, 14, 2022/11/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The system you sold me never worked and you have record since day 1. I have called countless times which you have record of. You kept charging me a monthly fee to integrate both systems together which never worked. You charged me for a system that never worked... I don't understand what the problem is.... you can't sell a product or service that doesn't work and expect to get away with it. I want my monthly fees returned for the last 2 and half years for a system that did not work. Why should I pay for something that didn't work. I had to go out and spend another $600 for a new system that works 100%.
  
  
  Business Response /* (4000, 16, 2022/11/22) */
  Hi ******,
  
  We can see transactions being processed on the software up until 11/2/2022 11:43 AM so stating the product has never worked doesn't align with the transaction history we have visible.
  
  The biggest issue from what we can see has been the ******* integration.
  
  We can see 4 cases where ******* was the subject of the call, all were solved prior to the case raised on 10/11/2022 11:31 AM with regards to ******* unintegrating to which we can see a ticket was raised with "Wrightway Digital" the company responsible for the ******* integration on Epos Now.
  
  Two days after this ticket was raised we received another call and ticket raised by yourself seeking a refund for all fees paid to us for the shopify integration.
  
  We rejected this request as the integration has been used for sales on ******* and all prior issues looked to have been solved.
  
  The issue raised on 10/11/2022 11:31 AM was still under investigation having been raised 48 hours prior.
  
  We have never declined you assistance and proceeded to troubleshoot the issue inline with our process of raising the ticket with WrightWay.
  
  We remain willing and able to assist you with the ******* or any other issue you experience.
  
  For these reasons Epos Now LLC will not be refunding you for any part of the purchase.
  
  You have decided independently to invest in a new system and we are glad to hear it's working well for you, this doesn't void your contractual obligations with Epos Now LLC.
  
  Kind regards

• 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.

  Failure to commit to contact.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Hi ****,
  
  Thank you for sharing the issue you have experienced with your Epos Now system.
  
  We can see you have an open complaint on the account which is currently being investigated.
  
  We thank you for your patience during this time and will ensure we take the appropriate action.
  
  Kind regards
  
  
  Consumer Response /* (3000, 7, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are only investigating it and still wait for a respose.
  
  
  Business Response /* (4000, 9, 2022/10/10) */
  Thank you for your patience during this time.
  
  One of our management team will be reaching out to discuss your case in further detail.
  
  Kind regards

• Initial Complaint

  Date:09/03/2022

  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.

  Good afternoon,
  I am trying to cancel my contract with EPOS NOW as I am a small business owner and I found a better deal with a better service with a different company.
  My contract with EPOS NOW is for 1 year of commitment, I have been using their service for more than 1 year but, they are trying to charge me for the "care plan" that supposedly is active for 3 years.
  The 3 year plan was never mentioned to me from the sales team, if I knew, I would have never accepted and signed the contract.
  I am requesting proof, providing phone conversation and emails where they had mentioned about the 3 year commitment on the "care plan".
  
  Thank you for your help with this matter.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Hi *******,
  
  Thank you for taking the time to reach out and disclose your issue.
  
  We can see our customer complaints team investigated your claim in detail with a member of our team reaching out to disclose the early termination fee for your contract.
  
  Looking at the invoice you paid, the PNCP contract is clearly stated on there as being a 36 month contract.
  
  We have resent this paid invoice for your records.
  
  Unfortunately as you agreed to the terms and conditions when you signed them on 4/12/2021 11:20 AM we are unable to cancel your contract and would require either the single payment buyout or the continued monthly payments until the contract ends.
  
  Kind regards

• Initial Complaint

  Date:08/31/2022

  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 reached out to Epos now to inquire about their system. After my inquiry, their sales team reached out incessantly for about two weeks to try to finish the sale.
  After I bought the system, I received an intro call from a rep named John at about 5 o'clock that Friday, about the same time I close my business and a very crucial time for me to be present with my customers and staff. When John ran through his spiel, I told him that I was not able to take his impromptu phone call and I would need to talk to him on Monday. I was in no position to give him a set time at that moment.
  John calls Monday morning, and I missed the call. John left a voice message with a tone that insinuated, I the customer, was being problematic. I tried to call back about 20 minutes later, once I had seen the call, but to no success, so I sent John a return email asking him what time would work. He curtly informed me he was unavailable the rest of the day and that if I wanted to talk I had to schedule an appointment through google. It was then that I found that Epos now is not a company built with an understanding of business operation.
  I expressed my concerns to their sales team via text, only to be told that their introductory and training reps reach out whenever they decide is a good time for them, and that if I wanted to reach out I had to make an appointment.
  This response was complete unsatisfactory and contradictory to their sales promise. I have attempted to reach the company only to be left on hold for twenty minutes at a time. When I finally got through to a rep, they hung up on me.
  I called, this time to cancel. Becket answered after another twenty minute hold, and without expressing any interest in why I wanted to cancel, he belittled my reasoning. Then he referenced the contract, and told me I would not receive any refund and would have to finish the subscription.
  When you buy Epps, you are committed to them, but they are not committed to you.
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Hi********,
  
  Thank you for taking the time to reach out and share the issues you have experienced since your purchase with Epos Now.
  
  We are extremely sorry to hear it hasn't been smooth sailing thus far and want to ensure we provide you the service you need.
  
  After reading through your summary it appears you have had issues connecting with our team to get started and setup.
  
  We work off of two streams:
  
  1.Proactive outreach daily from customers who we are yet to make contact with to get their journey started.
  
  2. Allowing the customer to prebook calls with our team using their Calendly link.
  
  The plan with this approach is that after your initial welcome call you design your training schedule with your implementation manager and commit to weekly sessions up to your desired go live date ensuring the system is fully setup and you the customer have full working knowledge of how to use it to it's full potential.
  
  It is concerning to hear you feel the interactions with some of our team were not as customer centric as they could have been, we will audit the calls and ensure appropriate feedback and coaching is provided.
  
  In regards to how we proceed from here we would love to turn your experience around and ensure we connect you with our training team.
  
  What is your preferred method of contact and time that our team can reach out and get your training resumed?
  
  Kind regards

• Initial Complaint

  Date:08/28/2022

  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.

  EPOS IS A SCAM!!!!
  Never ever get involved with EPOS.
  They're so pretty on the outside, once you sign that contract it's OVER!
  No one will help you
  No customer service
  They're never available
  They don't answer any questions or help at all
  They double charged me for their equipment and after 10months now they still haven't refunded me. They stole money from me.
  They won't let us cancel
  We've spoken to many business owners and always recommend NEVER to use EPOS.
  EPOS IS A SCAM!!!!
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Hi there,
  
  We would like to investigate your issue in more detail but require an account number or billing contact info in order to do so.
  
  Please respond with this information and we will ensure to investigate the claim asap.
  
  Kind regards