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:11/06/2024

  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 EPOSNow and set it up. This machine is faulty. I have asked to return the system and end the contract. It was within 3 days of receiving it. I had seven days so this request is well within the seven days They have argued with me and told me that I had to pay ****** to get out of the contract which I reluctantly did and still they will not provide a return shipping label or any details of my return EPOSNow has asked for pictures and I sent them to the correct email and they have replied that I sent them to a non working email Thank you for any help concerning this matter ******* *****

  Business Response

  Date: 11/08/2024

  Hi *******,

  Thank you for reaching out and sharing the challenges you have experienced in closing your account with **********************.

  It looks like you have been in contact today with our **************** team and they are facilitating the sending of your pre-paid return label. You should receive this by the end of the day.

  Kind regards

  Customer Answer

  Date: 11/19/2024

  EPOSNOW has returned the *** system back to me stating that i have to record the glitches that the machine did when i first ask for a return label and re imbursement. Information that I obtained from their website tells me that I could return the product and cancel without fees. I have already paid an early cancellation fee and that wasnt supposed to happen. I would just like to have a refund and it seems as though they are making it very difficult to do so. We were hit by Hurricane ****** really hard at our place of business. EPOSNOW requested that I take the *** system to my house and record the glitches. We are working very hard to get the business up and running again and really dont have lots of time to do this. I am in need of this refund as our business is really struggling right now. Thank you for your help in resolving this matter.

  ******* Myers 

  Customer Answer

  Date: 11/19/2024

  Date Sent: 11/19/2024 12:22:28 PM
  

  EPOSNOW has returned the *** system back to me stating that i have to record the glitches that the machine did when i first ask for a return label and re imbursement. Information that I obtained from their website tells me that I could return the product and cancel without fees. I have already paid an early cancellation fee and that wasnt supposed to happen. I would just like to have a refund and it seems as though they are making it very difficult to do so. We were hit by Hurricane ****** really hard at our place of business. EPOSNOW requested that I take the *** system to my house and record the glitches. We are working very hard to get the business up and running again and really dont have lots of time to do this. I am in need of this refund as our business is really struggling right now. Thank you for your help in resolving this matter.

  ******* Myers 

  Business Response

  Date: 11/26/2024

  Hi *******,
  Thank you for reaching out and sharing the challenges you have experienced in closing your account with **********************.
  It looks like you have been in contact today with our **************** team and they are facilitating the sending of your pre-paid return label. You should receive this by the end of the day.
  Kind regards

  Customer Answer

  Date: 12/02/2024

  It was explained to me that if I wasn't happy with the product within seven days that I could return system and there would be no fees. I did that. We were right at the first of Hurricane ****** and I couldn't trouble shoot the system. Nor should I have to, this was a new system and it did not work properly. I don't feel like a should have to pay over $800.00 for trying something new. EPOS NOW has very poor customer support. The attached screen shot is from their support.  team chat. Please help with this matter.

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

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22523198
  
  I am rejecting this response because:Date Sent: 11/26/2024 5:33:15 PM
  Hi *******,
  Thank you for reaching out and sharing the challenges you have experienced in closing your account with **********************.
  It looks like you have been in contact today with our **************** team and they are facilitating the sending of your pre-paid return label. You should receive this by the end of the day.
  Kind regards
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/12/2024

  Hi *******,

  We are unsure why you have rejected the response we have provided. We can see that you attempted to return ALL equipment provided to you by Epos Now which is not the process we initiated. We require only the credit card processor to be returned to us.
  
  We can see you spoke with a member of our complaints team in regard to this and they relayed this information to you again.

  Kind regards 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22523198
  
  I am rejecting this response because this is not a fair or reasonable response. I was told when that I could return the equipment if I was not satisfied with the product and would get a refund. That is not what happened at all. I was also charged for a service that I couldn't use due to a faulty machine that could not be set up. If the machine is new those issues should never have happened. I did not have internet at our place of business, your service **** suggested that I take the machine home with me to show you the faulty program. That was not possible at the time due to Hurricane ******. I was told how wonderful the service would be until I actually purchased it then, customer service was not so customer friendly. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/16/2024

  I am rejecting this response because this is not a fair or reasonable response. I was told when that I could return the equipment if I was not satisfied with the product and would get a refund. That is not what happened at all. I was also charged for a service that I couldn't use due to a faulty machine that could not be set up. If the machine is new those issues should never have happened. I did not have internet at our place of business, your service **** suggested that I take the machine home with me to show you the faulty program. That was not possible at the time due to Hurricane ******. I was told how wonderful the service would be until I actually purchased it then, customer service was not so customer friendly. 
  
  Hi *******,
  
  All sales are final and we do not provide a conditional return on any products or services as outlined in our T's and C's. We are cloud based POS which requires a stable internet connection, as such we are unable to troubleshoot any faulty equipment if you do not have a reliable internet connection. Required troubleshooting is performed via remote session which is why we requested you connect the device at home in order for our team to assist you. 
  
  We attempted to assist you with the challenges you were experiencing but we can only do so much in situations where your environment isn't able to grant us the access we need.

  We remain fully open and willing to assist you with your challenges, however if your only desired outcome is to cancel your account then we will maintain our stance as previously stated.

  Kind regards 

  Customer Answer

  Date: 12/21/2024

  As stated on your website and per phone conversation with customer service this is NOT what was explained to me and if everyone has to read the tiny fine print on the user agreement then theres absolutely no reason for salespeople to explain to buyers what is not true. 
  So, do what you feel is necessary. 
  Buyers BEWARE!!! They do not have your best interest, they have their sales at their best interest 

  ******* Myers 

  Customer Answer

  Date: 12/23/2024

  Date Sent: 12/21/2024 12:53:04 PM
  

  As stated on your website and per phone conversation with customer service this is NOT what was explained to me and if everyone has to read the tiny fine print on the user agreement then theres absolutely no reason for salespeople to explain to buyers what is not true. 
  So, do what you feel is necessary. 
  Buyers BEWARE!!! They do not have your best interest, they have their sales at their best interest 

  ******* Myers 

• Initial Complaint

  Date:10/18/2024

  Type:Product 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.

  We entered into a contract with Epos Now on November 30th, 2023, for their credit card processing service. We purchased their software outright but agreed to rent their card processing equipment. Epos Now agreed to put the account on hold in January of ********************************************************* January, they started charging us anyway for the account fees that were suspended and continued charging us multiple times. We continued to contact them throughout the year to discuss the charges and demand refunds and they delayed the refund assessment all the way through October before ultimately denying the refunds. They sent a threatening letter on September 24th to return their equipment within 30 days or we would be charged "substantial" fees. We filled out the appropriate forms on October 2nd to be sent a return label so we could send it before the 30 days was over. We have still not received a return label as of October 18th, after multiple phone calls and discussions. We have tried everything in our power to exit the one-year contract amicably, however they continue to threaten us with extra fees while not upholding their end of the agreement for a one-year contract and not providing a return label. We are now afraid they will delay the return label past the 30 days so they can charge us extra fees including fees based on a non-existent three-year contract. Epos Now were the first to break our contract and continue to take our money without good reason, do not respond to questions and do not supply reasonable explanations as to why. They are now charging us $1,692.00 to exit the contract early, without crediting our past payments. Back in March we were told the exit fee would not exceed $760.00 and they convinced us of the benefits of putting the account on hold until February 2025, rather than discontinue the contract and return the equipment.

  Business Response

  Date: 10/31/2024

  Hello *****/*****,
  
  Thank you for reaching out and sharing your experience. Were truly sorry to hear about the hardships youve encountered with your business location and understand the frustration of navigating these challenges during what should have been an exciting time.
  
  We appreciate your efforts in communicating with us and acknowledge that weve received the credit card processing machine back. Based on your initial agreement, **** carefully reviewed the account, and I can confirm that the remaining balance owed is $571, which reflects the months left on the original 12-month minimum term contract.
  
  You can pay this sum either through your subscription hub on the software or by calling our team on ************ option 2.
  
  Our intention is always to support our customers through these situations. Please know we are here to assist in any way possible, and if you have any additional questions or require further clarification, dont hesitate to reach out. Thank you for giving us the opportunity to address this directly.
  
  Warm regards

  Customer Answer

  Date: 11/01/2024

  Here are additional documents that we received after filing our initial complaint with BBB.  The documents show further communication between us and Epos Now, and two additional charges they processed on our account.  The first charge was October 29th for $98.  The second charge was on October 31st for $20, which was the same day we received notification from BBB that they had replied with a new Exit Fee amount.  We do not believe the new Exit Fee amount reflects these two recent charges and we don't understand why they were charging us when we already started the exit process.  Also, the October 31st invoice states "Next payment of $20.00 will be taken on 30 November 2024".  In light of the recent charges, we do not trust that Epos Now will stop charging us once the Exit Fees are paid.  We want documentation stating the final Exit Fee that reflects the last two charges, AND explanation that they will stop charging us and will not produce any future bills or send us to collections.

  ***** ******

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22442601
  
  I am rejecting this response because:

  Here are additional documents that we received after filing our initial complaint with BBB.  The documents show further communication between us and Epos Now, and two additional charges they processed on our account.  The first charge was October 29th for $98.  The second charge was on October 31st for $20, which was the same day we received notification from BBB that they had replied with a new Exit Fee amount.  We do not believe the new Exit Fee amount reflects these two recent charges and we don't understand why they were charging us when we already started the exit process.  Also, the October 31st invoice states "Next payment of $20.00 will be taken on 30 November 2024".  In light of the recent charges, we do not trust that Epos Now will stop charging us once the Exit Fees are paid.  We want documentation stating the final Exit Fee that reflects the last two charges, AND explanation that they will stop charging us and will not produce any future bills or send us to collections.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/05/2024

  Hi *****,

  As you are still under contract we will continue to bill you until the minimum term is met, the exit amount will continue to reduce with these monthly deductions.The $571 quoted including the most recent payments being deducted so currently is accurate, however this will of course reduce if the total payment isn't made as we will attempt to collect the next bill in sequence.

  Kind regards 

  Customer Answer

  Date: 11/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while this resolution is NOT satisfactory to me, we paid the Exit Fee with EposNow and we are hopeful no further charges will occur, and communication will cease to exist between us and them.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/17/2024

  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 now aggressively attempts to close the sale and get a person to sign a contract by lying about rates. They called me late on a Saturday, told me that my rate would be competitive with over companies and gave me a specific number that was lower then a Square. When I agreed to use Epos Now. I was was lead to sign up and pay for equipment. The next day when I started setting up the software I seen my rate was higher then promised and I could not use features the competition has. I immediately called to cancel and did not get a call back. I reached out for 3 days trying to prevent the equipment from being shipped out. When I finally spoke to someone they said I signed the contract and refused to honor my request to cancel. The associate refused although I was lead to sign a contract with false advertising. The associate said he could try to get my rate lowered but refused to cancel. I tried several times to cancel services within the first few days. This company is unprofessional and has illegal sale practices.

  Business Response

  Date: 10/18/2024

  Hi ****,

  Thank you for reaching out and providing insight into the challenges you have experienced initially with your account.

  We will gladly look to honor anything that was promised before your purchase, what were you quoted with regard to processing rates?
  
  Did you query additional costs for extra services such as online delivery functionality?

  Kind regards 

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22434402
  
  I am rejecting this response because:
  
  You have provided misleading information to get me to sign a contract and now want to drop the rate so I am forced to stay in the contract. Your business practices are not professional and I do not trust my financial information in your hands. I demand i am released from this contract and your equipment will be sent back when it is received. I still have not received a Product or services from you. The equipment was promised to have been delivered by 10/17/24 and I still do not have it. I demand all of my financial information and private information be deleted immediately.

  Sincerely,
  
  **** *****

  Business Response

  Date: 10/31/2024

  Hi ****,

  We certainly have not provided you misleading information in this situation, all credit card sales have a default rate associated with them. Our competitors are no different with default rates quoted online. That being said we are 100% going to provide and stand behind any negotiated rate you have received. We have investigated the sales calls and the agreed upon rate for your sale was 2.6% and 10 Cents per transaction, this is the current rate applied to your account. Do you have any further evidence where a different rate was agreed upon?
  
  Looking at your order we have a confirmation of deliver on 10/21/24 signed for by JWhite at 1:15pm. Please see the tracking link attached *****************************************************************************************
  
  This was delivered to the address specified on the same sales call.

  Kind regards 

  
  
  
  

• Initial Complaint

  Date:08/09/2024

  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 bought a POS system from EPOS for my pizza shop over a year ago. They told me they were based out of *******, but I think theyre out of ******* At any rate, I got zero tech-support from these people my tech guy could never get it running because he could never coordinate with them. They would call me at 3:30 in the morning to want to do a tech call while I was sleeping We have sent them a cancellation letter. We have called them over 25 times in the past six months they continually charge my Discover Card the $125 monthly charge even though they refused to take my equipment back at the cost of $1500 to me. Its now sitting in my storage room collecting dust as if thats not bad enough they refuse and I mean, refuse to stop charging my credit card every month Even though they say were going to cancel it talking to them. Ive been erroneously charged over six months total of 14 months I believe and got zero service out of them. This company is the biggest scam ever. .

  Business Response

  Date: 08/15/2024

  I bought a POS system from EPOS for my pizza shop over a year ago. They told me they were based out of *******, but I think theyre out of ******* At any rate, I got zero tech-support from these people my tech guy could never get it running because he could never coordinate with them. They would call me at 3:30 in the morning to want to do a tech call while I was sleeping We have sent them a cancellation letter. We have called them over 25 times in the past six months they continually charge my Discover Card the $125 monthly charge even though they refused to take my equipment back at the cost of $1500 to me. Its now sitting in my storage room collecting dust as if thats not bad enough they refuse and I mean, refuse to stop charging my credit card every month Even though they say were going to cancel it talking to them. Ive been erroneously charged over six months total of 14 months I believe and got zero service out of them. This company is the biggest scam ever. .
  
  Hi There,

  Thank you for taking the time to reach out and share the challenges you have experienced with your Epos Now account.

  We wanted to clarify some of the points raised and ensure we have transparency and clarity on the situation.

  1. To date, we have charged you $1,229.41 - $448 was the upfront cost of the hardware you requested.
  2. The reason you have been continually charged is you agreed to a fixed term contract for the services purchased - please see your attached invoice for a breakdown of the services and terms. 
  3. When you spoke with our cancellations team, you disclosed that you were closing the business and had no need of the services. In our Terms and Conditions it clearly lays out our cancellations policy, equipment being surplus to requirements is included within that and as such we would require the full balance to be paid before we can cancel your account with **********************.

  Kind regards

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22119956
  
  I am rejecting this response because:

  I would receive phone calls from this company at 3:30 in the morning asking if I was ready for my training this was done numerous times or they would call during the lunch hour and ask are you ready for your training? My Hardware was received in Spanish I got no backup help from this company zero tech-support. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 08/26/2024

  Hi ******,

  We are sorry that your business never moved ahead per the information you provided via your cancellation form and we additionally apologize for any calls that conflicted with your schedule. 
  
  You did however sign and agree to a contract with Epos Now for goods and services which we have provided, please note that your requirement for the services does not alter your contractual obligation. As per the agreement, the full balance must still be paid to close your account.
  
  This is our final stance on this matter.

  Kind regards 

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22119956
  
  I am rejecting this response because:
  I dont care what was signed. You never provided any service. You never provided any kind of tech-support. My machine came to me in Spanish not English. I will fight this to the bitter end. I will not pay you for a service  I did not receive.
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/02/2024

  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 their service in September 2021. After just a few months we found the service inefficient, from the *** to customer service. I then decided to cancel my account and I was hooked with their ****************** plan for 36 months which It was pay in full ( Another Scam unspecified by the Sale Team - NEVER MENTIONED)As of right now 08/02/2024 my account ********** is still open and my card has been charged every month, we stopped receiving service in August 2023.I tried to call the customer service, they only have the ability to contact the cancellation department pressing #3 and, of course, no one answer. While you try to contact any other department on the same line like, billing ( which I don't understand why they ****** cancel my account and STOP charging my card) technical support etc. they all answer in matter of seconds.This is probably the worst customer service I ever received. I am requesting a full refund of $460.00 for a service I never received. And I expect my account ********** to be IMMEDIATELY CANCELLED.

  Business Response

  Date: 08/15/2024

  Hi There,
  
  Thank you for taking the time to share the challenges you experienced with your Epos Now account. As you have stated you have been charged this $460 fee as that was the balance that remained on the contract you agreed to. We have attached your paid invoice to this response for your review, where our ***************** Plan" is clearly stated to be 36 months min term length.

  We have cancelled your account now that the minimum term has been met, however we will be unable to reimburse you any sums paid thus far as these are all within your minimum contract obligation.

  Kind regards 

• Initial Complaint

  Date:08/01/2024

  Type:Order 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.

  On June 5th, 2024, I obtained a POS system for Retail from Epos Now. I wanted this system because it offered an integration with Shopify. I asked the salesperson if there was an additional charge for Shopify, and he assured me that I only had to pay $79 per month, with no extra charges for Shopify. However, that was not the case; therefore, ***************************** from the cancellations department obtained a 3-month waiver after I complained, and then after I continued with the complaint, he offered a 12-month waiver for Shopify, but after 12 months, the extra charges would apply. Also, there were technical issues and technical support was never available. The waiting/holding periods are unreasonably long, and the system cuts the call off stating that there is no one available. It is hard in general to get in touch with support; often, they are not able to help and transfer you, or they are from another country that cannot offer assistance in the **. I mentioned to *****************************, that I would like to negotiate something since I had not used the system at all. It never left my home, and I didn't take it to my place of business. I said I would be willing to pay for the shipping to return the equipment and a reasonable cancellation fee. I asked for a copy of the contract and a copy of the recordings with the salesperson and the person who was supposed to review the contract with me because both gave me wrong or insufficient information. I did not receive any emails from *******. I asked for updates, but I did not get any updates.Later on, *************************** said I would have to pay $708 to cancel the account and the equipment is not returnable. I paid $349 for the equipment. It is new, I started setting it up, but it was never taken to the store, no products were uploaded, and no payments were taken. The equipment is packed and secure in the same box I received it. I think the cancellation fee could be much lower and I would like to return the equipment for a refund.

  Business Response

  Date: 08/15/2024

  Hi There,

  Thank you for taking the time to share the challenges you experienced with your Epos Now account.

  We have reviewed the complaint you made and can confirm we agreed to supply you with the Shopify integration free of charge as was promised.

  As such we have honored the agreement that was provided to you by our team.

  We are unable to cancel the account without the required contractual agreements being met.

  Kind regards 

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22080167
  
  I am rejecting this response because: The company is not willing to compromise. They have scam-like behaviors and policies. All companies have some kind of reasonable contract cancelation policies. This company definetly needs to work on this. The way I see it, they are taking advantage of the situation, and getting a year worth of money for no services rendered. 

  I am not able to resell the equipment in good faith to anyone, because I cannot in good faith recommend this company. So, I will be forced to keep equipment that I'm not going to use, or be able to sell.

  They can still get the equipment back, it has not been used, except for partial set up. And they can use it for their company instead of charging me for a whole year for no services. 

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

  Business Response

  Date: 08/26/2024

  Hi ******,

  We are providing you what you requested at no additional cost to yourself, we remain open and willing to assist you with setting up the system. You reference all companies have a "reasonable" cancellation policy, but if you sign a cell phone contract you are liable for the length of it, if you lease a car you are liable for the length of the lease. If we were unable to provide you what was requested we'd understand the request to cancel, however this isn't the case. We have provided you exactly what was requested, however your only wish is to cancel your account, due to this we are only requesting what is owed to Epos Now based on the contract you agreed to.
  
  Kind regards 

• Initial Complaint

  Date:07/31/2024

  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 am writing to formally lodge a complaint against Epos Now regarding their Point of Sale (***) system. Our initial interactions with the company's representative were conducted via his official phone line, during which he provided information about the product and its features. Subsequently, the representative contacted us with offers of discounts and special pricing. We were informed by the representative that the payment plan required 12 monthly payments of $107 for the software and an upfront payment for the hardware. He assured us that after 12 months, the *** system would be free to use. Based on this information, we agreed to the terms and proceeded with the purchase, committing to the 12-month payment plan.However, once we received the *** system, the representative became unresponsive. Despite multiple attempts to contact him, we found that he had blocked our communications. Nevertheless, we fulfilled our obligation by making the monthly payments of $107 for the entire year. I filed a complaint at that time as well.Upon completion of the 12-month payment period, we opted out of the payment plan as per the original agreement. However, Epos Now locked our *** hardware, rendering it unusable, including the till which was paid for in full. This action contradicts the terms that were communicated to us by their representative.In addition, the company continues to display misleading information on their website, specifically at the following URL: [*****************************************************************]. The website clearly states that payments are required for 12 months.As a small business, we relied on the information provided by the sales representative and the assurances given at the time of purchase. We are now facing significant financial strain as we cannot afford to continue making monthly payments for software that was supposed to be free to use after the first year. Due to the character limit, i can not provide more information

  Business Response

  Date: 08/01/2024

  Hi there,

  Thank you for reaching out and sharing the issue you incurred with your Epos Now account.

  We can see you raised a complaint directly with our team about this who investigated the claim.

  Epos Now does not offer a "one-time" purchase option on any of our subscriptions which is why you were not able to cancel the recurring payments. The cheapest option we provide is $270 for the year which provides you with 12 months software access.

  If you wish to still utilize the product we will happily offer you a reduced rate on this subscription for the year due to any confusion caused.

  Please let us know how you wish to proceed.

  Kind regards

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22074065
  
  I am rejecting this response because: your sale *** had given me false information just so he could get his sales commission. I am now stuck here with $1000 worth of useless hardware. I have zero trust in **** now. Its either give me free access to use or you can have your hardware back and refund me the amount. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/15/2024

  I am writing to formally lodge a complaint against Epos Now regarding their Point of Sale (***) system. Our initial interactions with the company's representative were conducted via his official phone line, during which he provided information about the product and its features. Subsequently, the representative contacted us with offers of discounts and special pricing. We were informed by the representative that the payment plan required 12 monthly payments of $107 for the software and an upfront payment for the hardware. He assured us that after 12 months, the *** system would be free to use. Based on this information, we agreed to the terms and proceeded with the purchase, committing to the 12-month payment plan. However, once we received the *** system, the representative became unresponsive. Despite multiple attempts to contact him, we found that he had blocked our communications. Nevertheless, we fulfilled our obligation by making the monthly payments of $107 for the entire year. I filed a complaint at that time as well. Upon completion of the 12-month payment period, we opted out of the payment plan as per the original agreement. However, Epos Now locked our *** hardware, rendering it unusable, including the till which was paid for in full. This action contradicts the terms that were communicated to us by their representative. In addition, the company continues to display misleading information on their website, specifically at the following URL: [*****************************************************************]. The website clearly states that payments are required for 12 months. As a small business, we relied on the information provided by the sales representative and the assurances given at the time of purchase. We are now facing significant financial strain as we cannot afford to continue making monthly payments for software that was supposed to be free to use after the first year. Due to the character limit, i can not provide more information
  
  Hi there,

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

  We are incredibly sorry to hear you are not satisfied with your purchase and want to ensure we provide you with clarity with how our licensing works.

  We do not have a subscription model which is a 1 off charge, all licences are either paid monthly or annually.

  Where we think the confusion stems from is that as part of purchasing a bundle with us, one of those options includes the hardware and the first year of software free - this does not include any customer support and the merchant would be fully self reliant to setup and support the system.

  We also have the option for a "support license" which was opted for in your case. This supersedes the software license mentioned earlier. Upon the 12 month period being up, you have the option to continue paying monthly for your support license or paying the annual software only fee of $270.

  We hope this provides clarity on how our licensing works and what options you have should you wish to continuing using your account.

  Kind regards 

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22074065
  
  I am rejecting this response because: you are now explaining everything in full details. You sale *** which you hired on commission bases told me different information just to sell me the package. I didnt even needed any support and still bought the package just case as per him I was buying the software. I have asked around and did some research your sales *** have been to known to do this and there are lots of customer with similar issues. I dont need any explanation on how you work and what not. I have figured it out. You guys are just scammer that steal from bussiness. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/24/2024

  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 the till on June 7th 2024. I paid ****** for it. I have only ran the card machine a handful of times. I went to use it one day and couldn't. I called Eposnow to figure out what happened. They told me that my account was closed. The person I was talking to couldn't tell me much, other then I have to speak with a certain department. Noone was available to talk to. They said that they sent them an email to call me. I never heard from anyone. I called back a couple of days later. Same thing, Noone was available to talk to, email was sent. Still never heard from anyone. I got an email from them saying that my account was closed and i supposed to send back the equipment. Called back a couple more times so i could find out what was going on. Same thing still haven't heard from anyone. So far I have paid them ******

  Business Response

  Date: 08/01/2024

  Hi there,

  Thank you for reaching out and alerting us to the issue you have experienced.

  Unfortunately your account was deemed as high-risk by our automated risk engine and as such we are unable to offer you merchant services. 
  
  Our team will be reaching out today (8/1/2024) to coordinate the return of the goods you received. Once we have them back you will be refunded all sums paid to Epos Now.
  
  We apologize for any inconvenience caused.

  Kind regards 

• Initial Complaint

  Date:06/14/2024

  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 have been requesting them to cancel my subscription as I sold my business and no longer have the business to run. However since my initial request its been almost 2 months and they keep charging me and not cancelling the subscription. I feel like they are trying to cheat people by holding on to subscription and make money. I want my subscription to be cancelled immediately it's been 2 months I was assured my one of the manager 2 weeks ago but nothing was done. My account number is **********

  Business Response

  Date: 07/01/2024

  Hi there,

  We apologize for the delay here. We have now cancelled your account as requested.

  Kind regards

• Initial Complaint

  Date:06/03/2024

  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.

  April 4th 2024 I was moving my *** System and Payment Processing with EposNow with specific features at an agreed price. After they onboarded me they began to give me the run around on the features I was promised and wanted me to proceed setting up and ditching the current company Im using. Because I wanted to get all the features I was promised I didnt complete my set up with them and I decided on April 23, 2024 after going back and forth with them and them continuously giving me the run around to cancel with them entirely. The lady on the phone explained to me their process of cancellation which is extremely tedious and ***** I would have everything cancelled within 30 days and during the cancellation process I will be instructed how to return the *** computer/hardware I purchased from them. Its June 3rd, ******************************************* as if I never canceled, never gave me instructions on how to return hardware and completely ignoring my plea to not due business with them. I also confirmed with an employee May 31st, 2024 and the lady clarified that I did cancel on April 23, 2024 and that it hasnt been processed at their fault. DO NOT give these people a chance. From what I see in other complaints is that they respond as if they are proactive in wanting to find a solution to your complaint but I assure you. They dont want to. I have disputed all charges with me bank.

  Business Response

  Date: 06/03/2024

  April 4th 2024 I was moving my *** System and Payment Processing with EposNow with specific features at an agreed price. After they onboarded me they began to give me the run around on the features I was promised and wanted me to proceed setting up and ditching the current company Im using. Because I wanted to get all the features I was promised I didnt complete my set up with them and I decided on April 23, 2024 after going back and forth with them and them continuously giving me the run around to cancel with them entirely. The lady on the phone explained to me their process of cancellation which is extremely tedious and ***** I would have everything cancelled within 30 days and during the cancellation process I will be instructed how to return the *** computer/hardware I purchased from them. Its June 3rd, ******************************************* as if I never canceled, never gave me instructions on how to return hardware and completely ignoring my plea to not due business with them. I also confirmed with an employee May 31st, 2024 and the lady clarified that I did cancel on April 23, 2024 and that it hasnt been processed at their fault. DO NOT give these people a chance. From what I see in other complaints is that they respond as if they are proactive in wanting to find a solution to your complaint but I assure you. They dont want to. I have disputed all charges with me bank.
  
  Hi ******,

  Thank you for reaching out and sharing the issues you have experience setting up your EposNow account.

  We have 2 main issues to tackle with your complaint. Currently you are under contract with EposNow, we can see you have submitted the cancellation form and a member of our Retention team will be contacting you tomorrow to assist with this. Please be aware that an early exit fee would apply at this stage.

  The second item that concerns us the most is your reference to missing features that you were promised were included in the product. We have listened to the your call when you requested to cancel and these were not mentioned on that call, just your desire to cancel.

  We would love the opportunity to fix this if we can and a big part of that is to understand what the missing features are so we can remedy them where possible.

  Our team will call tomorrow and try to work with you to see what we can do to ensure you are provided the items you need for your business.

  Kind regards 

  Customer Answer

  Date: 06/03/2024

  I absolutely did speak to several individuals from the beginning of coming on and when canceling and the entire reason for me communicating with Epos staff was because of me not getting the feature promised to me.(Shopify) and is THE reason for me canceling. I will not be paying any exit fees. Due to Epos not holding up their end of the deal. I will also add that they want me to install Shopify which would charge me and they would sort it out later. I refused to pay and told them I would wait for it to be resolved. It never got resolved and when I filled out the cancellation process they make you do they closed the ticket inquiry.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21794011
  
  I am rejecting this response because:Date Sent: 6/3/2024 7:17:28 PM
  I absolutely did speak to several individuals from the beginning of coming on and when canceling and the entire reason for me communicating with Epos staff was because of me not getting the feature promised to me.(Shopify) and is THE reason for me canceling. I will not be paying any exit fees. Due to Epos not holding up their end of the deal. I will also add that they want me to install Shopify which would charge me and they would sort it out later. I refused to pay and told them I would wait for it to be resolved. It never got resolved and when I filled out the cancellation process they make you do they closed the ticket inquiry.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/21/2024

  Thank you for sharing that information with us ******.

  We will happily provide the shopify integration for you free of charge to ensure you are satisfied with your purchase.

  However if you only wish to cancel the exit fee would apply.

   

  KInd regards