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:04/03/2024

  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 signed up for with epos with the understanding I would receive help setting up system. never received calls when they stated they would. when i called for assistance they would not help and say they would call me back and never did. when i asked that i not be billed for canceling this with them they continued to bill and then didn't take ownership of the errors on their part and stated they would be send invoice to cancel the account. with the total amount they want to charge. 400 plus. They failed on their terms to provide the services they offered and then failed to cancel account when requested. start date was nov 2023

  Business Response

  Date: 04/04/2024

  Hi ****,

  Thank you for taking the time to share the challenges you have incurred with your EposNow account.

  We are incredibly sorry to hear you don't feel you received the support needed to setup your system and would love the opportunity to address this.

  Looking into the account history we can see a volume of outbound call attempts from our training team to connect with you consistent with our typical onboarding journey. The majority of these however went unanswered. We have attached the call log to support this statement.

  You are also able to call our support team at anytime should you need assistance, we can see inbound calls from you more recently pertaining to the cancellation.

  Ultimately we would love to retain your business and ensure you are setup for success, and we are confident we can still deliver this for you if you will allow us the opportunity.

  However if your only desired outcome at this stage is to cancel, we will process this accordingly.

  You are in contract for the value of $1,072, $600 of this will be waived upon the successful collection of the credit card processing device you are in possession of via our returns policy. The remaining sum due would then sit at $472.

  Please let us know how you wish to proceed and we will ensure to action accordingly.

  Kind regards 

• Initial Complaint

  Date:04/02/2024

  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 canceled my subscription in January, no issues but they keep taking money out of my account, *** contacted them a few times but nothing is ever done, they say its done but money still gets taken on the 1st of the month

  Business Response

  Date: 04/02/2024

  Hi *******,

  Thank you for taking the time to reach out and share the challenge you have experienced with cancelling your account.

  We will allocate a customer success rep to contact you immediately with regards to this situation.

  Kind regards 

  Customer Answer

  Date: 04/12/2024

  I didnt want to close the complaint and did not know what to do as it would have been closed and resolved if I responded, it is not, they stole money from me and I need hep

  Customer Answer

  Date: 04/15/2024

  Date Sent: 4/12/2024 3:41:27 PM
  I didnt want to close the complaint and did not know what to do as it would have been closed and resolved if I responded, it is not, they stole money from me and I need hep

  
  

  Business Response

  Date: 04/15/2024

  We can see your refund request is now queued for approval and processing. The case number is 01653304 for your reference.

  Kind regards 

• Initial Complaint

  Date:03/29/2024

  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 was searching for a POS system for a new business I am starting. I was contacted by **** from your EPOS who explained to me the types of systems you had. I told him I was just researching and was not ready to secure something. I explained that I needed something that did not take up much space and that I could move around with. He told me about the larger systems and they were priced low because they are being phased out. I told him I was not interested. After a couple days I got an excited phone call from **** saying that for $299 I could get the latest system with a tablet which is what I wanted since small . We set up the service and I signed the documents and I did assume he listed the correct equipment with the tablet. I explained that I did not even have business account set up yet and he said no problem and would not charge me the first month and would give me free paper for reciepts. This whole exchange felt very high pressure but he offered me a great deal so I took it. When I received the delivery there were two huge boxes. I tried calling and got a robot sounding machine. I was very very busy and this was not high priority since I didnt even have a location for the business set. I then texted **** to try and talk about it receiving equipment that was not as described to me on the phone. I kept getting calls almost daily from a **** to get my bank information. I told him I did not have it set up yet and there was a problem with the equipment. I went to my bank on 3/25 to talk about the charges and we had a discussion with you ****** and you refused to credit me back for the incorrect equipment and required the the monthly charges to be paid. It was only at this point that I noticed the paperwork had the huge equipment listed. You did offer to send me the correct equipment but I am refusing because I do not trust your company. This is a classic bait and switch schem and I want no part with Epos.

  Business Response

  Date: 03/29/2024

  Hi *******,
  
  We are extremely sorry to hear you have experienced issues with your EposNow purchase.

  When you initially purchased you were sent a proposal which detailed the items you would be receiving upon purchase.

  You have paid this invoice and signed our terms and conditions, both of these documents are attached here for your records.

  When you raised this with our retention team that the unit we have supplied you wouldn't be suitable, we offered to exchange this to a smaller unit as you claim. This offer was rejected by yourself as you have stated.

  As we provided you a proposal pre sale which you agreed to purchase we will be unable to cancel your account or refund you any sums paid to Epos Now as we believe the sale was conducted ethically and you were fully informed of your purchase.

  We remain open and willing to exchange the current unit for the preferred tablet option, please contact our customer service team on ************ option 2 for assistance with this. 
  

  Kind regards 

  
  

• Initial Complaint

  Date:02/28/2024

  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 has chronically failed to pay out timely numerous times, jeopardizing cash flow for a small minority owned business. Called a week or so ago and they promised it would never happen again. Here we are again a few weeks later and they havent paid out since the phone call. They have failed to fulfill their contract and chronically holds back money, jeopardizing our cash flow.

  Business Response

  Date: 03/19/2024

  Hi *****,

  Thank you for taking the time to share the issues you have experienced with your payouts.

  We are now investigating this within the support team to establish what has happened here and ensure we provide a timely resolution.

  We will reach out as soon as we have further insight!

  Kind regards 

• Initial Complaint

  Date:02/21/2024

  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 decided to use epos now after a conversation with them on the phone for a business that I was opening. This dates back 7 months prior to my complaint. At that time I hadn't opened my business. They were to send me equipment and credit card terminals for me to operate my storefront. I got some equipment, *** gave them the information that they requested for the credit card processing. They repeatedly had a problem that my checking account had my llc (same llc as my buisness) and not my personal name. I have a personal account, bit They needed the business account. It made no sense. Their employees said it made no sense.. several months passed. I was in the process of establishing my business. They started charging me every month even though they haven't given me the equipment to operate, on top of giving me several months to get the business open like they promised. I canceled it from charging in October, but in November I was ready to begin the opening process. I contacted them again, and they said they would get the terminals to me.. all the way to january.. nothing. I bought a barcode scanner with them in anticipation of them honoring their word. 2 weeks before open my business, they can't get my terminals on the way so I cancel and go woth Lightspeed. They had all equipment overnighted to me and terminal processing was approved on spot. Epos was supposed to be canceled. They are still charging me in late February, and tell me that they will not refund anything. They tell me even thought it's their fault (pull the phone records) that their policy isn't to give refunds. Worst company experience I've ever had. They need to be shut down.

  Business Response

  Date: 03/19/2024

  Hi ******,

  Thank you for taking the time to reach out and share the challenges you have faced getting setup with your EposNow system.

  We are incredibly sorry to hear about the issues you have experienced and want to emphasize this isn't the experience we want for any customer.

  We have reviewed the situation and agreed to cancel your subscription without penalty and will ensure no further charges are deducted from your account.

  We wish you and the business the best moving forward.

  Kind regards 

• Initial Complaint

  Date:02/15/2024

  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 canceled my subscription with Epos Now and closed my account on 12/23/2022. EPOS now continued to charge me $69 per month after my account was closed until Jan. 2024. I called on 01/18/2024 for a refund. I called and emailed **** at Epos Now my account closure request back to 8/31/2022 and emailed Euradell at Epos Now the confirmation email indicating that my account was closed on 12/23/2022. ******** told me that the reason they continued to charge me is that their reseller pospro didnt let them know the account was closed and she reached out to her manager and the manager has approved the refund of $897 and it takes 7-30 days to deposit it into my bank account. I called two weeks ago for a follow-up. I was told the manager would confirm my bank information and send the refund to me. However, I havent received any phone calls. It has been almost a month. I havent received the refund yet. I kindly request your intervention and assistance in facilitating communication between myself and Epos Now, so that a resolution can be achieved. I hope that by escalating my complaint through the BBB, I can finally receive the attention and assistance needed to resolve this matter. I believe that a resolution would not only restore my faith in EPOS but also demonstrate their commitment to customers. Thank you for your attention to this matter, and I await your support in resolving this issue.

  Customer Answer

  Date: 02/19/2024

  FYI, my account number with ********************** is 0376953808, business address is **********************************************************************. Thank you.

  Customer Answer

  Date: 03/01/2024

  I called Epos Now on 2/28/2024, and I was told the refund was issued on 2/21/2024. On 3/1/2024, my refund was rejected because the reseller didn't let Epos Now know my account was closed. I hope you will reconsider the decision and demonstrate your commitment and promise to customers.

  Business Response

  Date: 03/19/2024

  Hi There,

  We received your cancellation request on 1/18/2024 1:00 PM and we have ensured your account was closed from this date. We cannot action any refund prior to this date unfortunately as this is when Epos Now was made aware of your desire to cancel your subscription.

  Kind regards 

• Initial Complaint

  Date:02/13/2024

  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 closed my business on 01/01/2024 and contacted Epos now on 01/08/2024 to cancel my subscription and return the cancellation form on that same day. As of 02/12/2024, I am still being billed for service and have an overdraft fee of $323.78 through ***** *********** I contacted Eposnow who refused to reimburse me for the overdraft and failed to cancel my subscription. Several attempts were made with the promise they were going to act on the issue and get back to me. I feel this is negligence on their behalf and a scam. I need help to have this company accept their failure and take full responsibility for being charge by the bank resulting in overdrafts.

  Business Response

  Date: 02/26/2024

  Dear ***************************** *******, 

  Thank you for the comments and we are sorry to hear of the issues you have been faced with, to date. 

  I have located the account and can see you have made a request for cancellation and do apologise that this has not been actioned. Looking further, due to the time it has taken I can see another payment has come out of your account therefore will be raising a refund for payments in February only and these will be subject to management approval.

  We are sorry to see you leave and wish you all the best. Please note the refund is expected around 28 working days as per our Terms; we do have a backlog therefore this might take a little bit longer but we will ensure to do our best to prioritise. 

  Thank you.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21286468
  
  I am rejecting this response because: I was informed by an Epos Now representative that I would be refunded for any transaction after 02/08/23. I am also requesting for this company to be held liable for any overdraft fee.
  
  Sincerely,
  
  ***************************** *******

  Business Response

  Date: 03/19/2024

  Hi ******,

  Your refund is now placed with our accounts team for processing, we will however be unable to reimburse you for any overdraft fees incurred.

  Kind regards 

• Initial Complaint

  Date:02/12/2024

  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.

  We are starting a new business, shopping for a Point of Sale System (POS). I called EPOS now whose presentation of, features and benefits of their system seemed fine (my first foray into a POS system), as such I paid ****** for equipment purchase on Friday February 2, 2024.I was then forwarded a document for signature that included the **** full Terms and Conditions **********) for our business relationship - these Terms were not mentioned in any of my conversations nor proactively made available to me as a prospective customer at the time of my purchase. Upon review of their agreement, I called to cancel my this purchase within 1 business day - the following Monday, February 5, 2024. I did not complete my customer profile, or provide banking information for ongoing payments to ****.The Terms and Conditions which I object to: and it is important to understand I did not sign the **** T & C agreement and that these terms are unique to **** and not part of any other competitive POS system's agreement - such as Shopify, Lightspeed and Square. ( I have since entered in an agreement with Lightspeed, cancellable at any time, none of the below conditions. Among other terms these are they they that I cannot agree with.1.) A 36 month contract - if we go out of business year 1 for example, **** expects, demands payment for the full 3 years. Unless I file for bankruptcy, , I'm on the hook for full payment.2.) Monthly minimums for purchases. **** requires $1,500 per month in transactions, or be faced with a financial penalty. We are a small upstart with seasonal business an there will be many months we do not expect to meet the minimum requirements.I was informed upon my request to cancel that there are NO REFUNDS for any amounts paid, despite the 1 business day of my cancellation and **** having NOT shipped the equipment and me NOT agreeing with their terms and Conditions Since my cancellation, **** has shipped the equipment. I want a refund and to cancel

  Business Response

  Date: 02/26/2024

  Dear *******************;

  Thank you for your comments and we are sorry to hear of the issues you have been faced with, to date. 

  Following review of your account and the issues faced, it has been agreed to allow cancellation of Epos Now Payments; this does mean the rest of the subscriptions on the account you are in a term for. As the Terms for Epos Now Payments have not been accepted there is no hardware to collect for this; therefore I will resolve the account accordingly. 

  We apologise once again for the issues and hope you are happy with this resolution. 

  Thank you.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21280200
  
  I am rejecting this response because: The solution does not expressly state that I will be receiving a full $249.00 refund.  All other terms and conditions are acceptable. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 03/01/2024

  Hello and thank you for your help.

  Despite my and your cancellation efforts, this email was received today as EPOS tries to charge my AMEX.   I have had to cancel the card EPOS has on file used so I would not be charged, which is very inconvenient for me. Fyi, you can suspend a credit card from future transactions if it is lost or stolen, but not stop "recurring charges" so I had no choice but to cancel the card. 

  The email states that after March 9, my account will be cancelled, but my guess is they will also report me to credit bureaus damaging my credit and also not refund my initial payment of $249.00.  Please see below. 

   

  Account Number: **********
  
  
  
  Hi *******************
  
  
  The last Card payment for your invoice was declined.
  We will attempt to collect the payment on 2 March 2024.
  
  
  Should payment collection fail, you will receive a notification that your subscription will be cancelled on 9 March 2024.
  
  Many Thanks, 
  
  
  
   
  Collections Team

• Initial Complaint

  Date:02/09/2024

  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.

  I have EPOS now POS system for two years and have never received a ************************************************************************************* the proper paperwork so I can do my taxes and get a total of how many fees I was charged.

  Customer Answer

  Date: 02/26/2024

  Hello

  The matter was resolved 

  They finally had the 3rd party company send me a ****nec in mail and email.

  
  

  Thanks for your help 
  
  

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

• Initial Complaint

  Date:02/02/2024

  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.

  After repeated attempts to get the support needed and training promised in contract, we were unable to get anything done and they refuse to resolve I have requested cancellation 3 times and they tell me it is closed but they are still charging me fees and refuse to do anything.

  Business Response

  Date: 02/26/2024

  Dear *************************, 

  Thank you for your comments and we are sorry to hear of the issues you have been faced with to date. 

  The account has been located and can see you have been in touch with our Customer Success Team, regarding cancellation of the account and it shows an agreement to pay a cancellation fee. We are currently waiting on the hardware to be returned and once this has been actioned we can go ahead and cancel the account. We will ensure to follow up with them and have them reach out when complete.

  Thank you.