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:02/01/2024

  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.

  Engaged this company per client instructions to use this POS system. They immediately sale you the world and do not deliver. No engagement from support after 8 calls. Once I did receive support it caused an even more detailed issue than the original issue. Attempted to cancel by submitting cancellation form 35 days ago, no response. Client is still being charged randomly on their credit card and EPOS will not respond to cancellation. Try canceling and it will takes weeks or months to process. This will include additional charges, waiting on labels, tracking emails etc. If should've done my due diligence and research the difficulties trying to cancel with EPOSnow. Read the emails left by others to understand. I am again waiting for a label to return my device and end this business relationship. I've filed a complaint with ******* AG, Better Business Bureau and the owners of the Plaza (Landlord) which allows this scam operation to take place. Do your research business owners, this is not the platform for you. YOU ARE WARNED TO NOT DO BUSINESS WITH THIS COMPANY.

  Business Response

  Date: 02/26/2024

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

  Thank you for providing details of the issues you have been facing to date and we are sorry to hear of.

  In order to help with the issues and come to a resolution, please may I ask for more information so I can locate your account; with the current information I am unable to locate. 

  Thank you.

• Initial Complaint

  Date:01/27/2024

  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.

  Purchased the pos system was told I needed to get verified I called everyday for help with nothing in return. It took days to hear back from them. Their website states I'm allowed to request a refund for the equipment within 30 days. I don't want to wait until then since they literally closed all my tickets without any help. I'm asking for a full refund and return label and a void of the contract. The website hasn't been working for me as well.

  Customer Answer

  Date: 02/13/2024

  The issue has been resolved. Thank you for your timely reply. 

  Customer Answer

  Date: 02/13/2024

  Date Sent: 2/13/2024 10:03:05 AM
  The issue has been resolved. Thank you for your timely reply. 

  
  

• Initial Complaint

  Date:01/25/2024

  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.

  Hello, I worked with a sales rep to purchase a pos system. I got a quote and went back and forth with questions. The equipment was ordered and they set me up for 4 trainings. My first training was scheduled for Jan 11th. I got a phone call 5 minutes after training was to start and the lady told me that my trainer was unavailable. Was scheduled for the next day. I got an email confirmation an hour before it was to start and never received a phone call. I paid my secretary to come in both of these days for training that never happened. They did call for the 2nd training on Jan 16th. I asked why I never received a call and he wasn't able to tell me. After that training, I was instructed to create transactions in the till however the till was locked and I was never able to do anything. The 3rd training was supposed to take place with my account manager and I received a text message that he was unavailable. I tried emailing the sales rep and never heard back for days. He finally responded and said he would see what he could do and let me know. I have not received anything. I also filled out a cancelation form through their website and my ticket was opened but then closed with no resolution. I couldn't get through with anyone on the live chat, phone ect. I keep getting the runaround.

  Business Response

  Date: 03/29/2024

  Hi *****,

  We are incredibly sorry for the issues you have experienced since purchasing with EposNow.

  We understand you have now moved on to a new provider and wish you the best with the business moving forward.

  We have taken the action to fully cancel your account with ********************** and waive the outstanding balance on your contract.

  We will be unable to refund you for any sums paid for the goods however as these are customized for your business needs and are subsequently non-refundable or returnable per our terms and conditions. 

  Kind regards

  
  

  Business Response

  Date: 04/02/2024

  Date Sent: 3/29/2024 12:30:35 PM
  

  Hi *****,

  We are incredibly sorry for the issues you have experienced since purchasing with EposNow.

  We understand you have now moved on to a new provider and wish you the best with the business moving forward.

  We have taken the action to fully cancel your account with ********************** and waive the outstanding balance on your contract.

  We will be unable to refund you for any sums paid for the goods however as these are customized for your business needs and are subsequently non-refundable or returnable per our terms and conditions. 

  Kind regards

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21199489
  
  I am rejecting this response because:  This hardware was never able to be used by our business as it was locked and I was unable to do the training as I stated in many emails.  The software can be tailored to individual businesses however the hardware is standard and is the same offered for all businesses.  I also would like a confirmation number and receipt stating that the account has been canceled and has a zero balance.  I would like a full refund for the standard hardware.    
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/02/2024

  Hi *****,

  We have attached a screenshot displaying your account as closed, the definition of this internally is the account is fully closed with no further sums to be deducted. 

  In regards to a refund, as mentioned we are unable to process a refund for the EposNow equipment as laid out in our T's and C's, the relevant section and link to the full terms is below:
  
  "19. Refund policy and return of the Products
  1. Some Products, as set out below, are strictly non-refundable and are excluded from the
  Refund policy.
  2. For those Products which are not excluded, the complaints procedure in section 20 must
  be followed. No return or refund shall be issued by Epos Now unless the complaints
  procedure is followed.
  3. The Software licence fee is strictly non-refundable.
  4. Epos Now Systems and Software sales are excluded from the standard returns policy
  due to the considerable costs in configuration, personalisation, training and dispatch.
  These items are strictly non-refundable."
  
  *********************************************************************************************

  Customer Answer

  Date: 04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/17/2024

  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 delighted, to one of my managers, the duty of picking a POS system for my restaurant. He chose EPOS Now. Within two months I switched to another POS system. Their user interface is just bad, but that is not what this complaint is regarding. This complaint is regarding that fact that I have tried to cancel the billing three different times, and they keep drawing from my account. It has been over two years since I originally tried to cancel, and my most recent attempt was December of 2023. One of these attempts, I FINALLY spoke with someone from the organization on the phone ("customer service" is a joke) and got an email from him saying the cancellation would go through the following month. It didn't, and it hasn't since. Hoping for some help in resolving this, since they keep passing me to other departments and closing my tickets in their support system without actually doing what I ask. I am assuming they keep billing people who want to cancel on purpose, and hope they don't notice. That's called stealing in my book.

  Business Response

  Date: 01/30/2024

  Dear ***********************, 

  Thank you for the complaint on BBB and I am sorry to hear of the issue you have been faced with. 

  I have located the account and can see the correspondence had with my colleague on 24th January, confirming the cancellation of the account. Looking at the account you are out of term for all subscriptions, apart from the **************** Plan. Since this review I have decided to allow cancellation of the account with no exit fee and no charges for the remaining of the **************** Plan which was due to end March 2024.

  The cancellation has now been processed and is pending approval with management. I hope you are happy with this resolution and we apologise for the delay.

   

  Thank you.

• Initial Complaint

  Date:01/10/2024

  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 purchased Epos Now back in 2021..it was on sale. I was in the process of obtaining a liquor license which should have taken a 6-8 months but took over 2 years. I had called Epos and asked them to put the subscription on hold. This past summer I called Epos to start the subscription and was told to start a new account. which I did. Again I was delayed but decided just to pay the subscription. In October I received an email that said I had requested to cancel my subscription. I didn't. I thought it was because my credit card had expired and changed the payment to my checking account..I tried to call but spent 1 hr and 30 minutes waiting to talked to someone and i hr and 40 minutes on another day I just gave up. I didn't receive any more emails so I thought everything was ok. I had ordered a credit card processor from Epos..their sales **** answers very quickly but never received it. I have been trying to call and getting nowhere..I am getting ready to open and as a last resort called the sales **** to try to get help. The gentleman there did try to help and informed me they were getting ready to turn me over to collections, news to me I never received any past due account statements but he assured me someone from support and payments would be calling me. Also told me someone would call me first thing Monday morning at 9 am to help me with PCI compliance -- Jan 8, ****. I never got a call and again resorted to the online sales chat. They respond in less than a minute. Support never answers. The sales **** did send me over to support but I was in the process of sending him over the paid DEC *** invoice from Epos then he either disconnected or hung up. I emailed the head of support a few minutes ago. You might ask why I would want this product I used Epos Now back in 2016 and liked the product but the support was so much better..today they are quick to sell you the product but you don't hear from them again. I need to get my store open and know the system.

  Customer Answer

  Date: 01/11/2024

  I have resolved the matter with the sales department of EPOS NOW'

  Thank you

  Customer Answer

  Date: 01/16/2024

  I have resolved the matter with the sales department of EPOS NOW'

• Initial Complaint

  Date:01/05/2024

  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.

  Insufficient training. I am unable to use the pos system for my purposes at the level of training i am receiving. or the system is just not capable of preforming the tasks required by my business model. A retail hardware store. However everything was spelled out ***** to purchase and was expressed to me the system was capable of handling my needs. So far no one has been able to help me set up the system in the way I need it to function. Nor are they able to handle trouble shooting tasks. I have had multiple issues with the card reader, never resolved. My Bixolon barcode printer still is not printing properly. it is unusable. The barcode scanner has had issues as well. This whole experience has been a nightmare.

  Business Response

  Date: 03/19/2024

  Hi ****,

  We apologize for the delay in response to the issues raised.

   

  Having reviewed your account it would appear you are now actively trading on the platform which is great news!

  Should you ever need additional assistance the best method is to contact our 24 hour support team on ************ option 2.

  Kind regards 

  Business Response

  Date: 03/20/2024

  Date Sent: 3/19/2024 5:31:19 PM
  

  Hi ****,

  We apologize for the delay in response to the issues raised.

   

  Having reviewed your account it would appear you are now actively trading on the platform which is great news!

  Should you ever need additional assistance the best method is to contact our 24 hour support team on ************ option 2.

  Kind regards 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21102359
  
  I am rejecting this response because:
  This does not solve the issues I'm having with the platform. The issues are unsolvable, because the platform does not meet the needs of my business model. I told them what my business was and what my needs where up front. I was lied to. I was told the system would be a good fit for my store and my needs. this was a lie. it is not a good fit for my store or my needs. or the trainers I'm working with do not know to get it to function for my needs. 
  Sincerely,
  
  *************************

  Business Response

  Date: 03/29/2024

  Hi ****,

  We are sorry to hear you are still experiencing challenges with the point of sale.

  Looking at your account we are unable to see any formal claims from yourself with our team about challenges. Could you please contact our customer service team on ************ option 2 and relay any areas of issue.

  We are confident in our teams ability to assist you with any difficulties you may be experiencing.

  Kind regards 

• Initial Complaint

  Date:12/22/2023

  Type:Order 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 purchased a POS system from EPOS Now after the salesman convinced me that it was the best of the best (my fault for not researching the product more thoroughly). I have a small retail and service related business and was told this system would be "perfect" for us and that I was being given a deal on purchasing the equipment at $299. Two days later I found out the same system was on sale for $99, needless to say I was upset about this because I felt like the salesman had taken advantage of me. My contract began on April 10, 2023 and is set to expire on April 10, 2024 after which it will automatically renew. According to EPOS Now's own "Terms and Conditions" I am required to notify the company 30 days prior to cancelling my contract. Here is where the latest problems have begun as there is now description on how to contact the company for notice of cancellation. On Dec. 6, 2023 I opened a support ticket through the support center since you cannot speak with a live person regarding this issue. On Dec. 7, 2023 the support center/team Closed my ticket with absolutely no response, no email, no phone calls, or anything else. I have read similar complaints on the BBB website, many of which received a response from EPOS Now. I have documentation of my inquiry and will continue to notify the company through certified mail. I am not attempting to cancel my contract early nor get out of paying the company for my remaining term, I simply want to make sure that my contract is cancelled at the end of the obligation and I have the information on how to return the credit card terminal so that I am not charged for it. Any help you can give would be greatly appreciated.

  Business Response

  Date: 01/03/2024

  Hi *****,

  Thank you for reaching out.

  We're sorry to see your support ticket was closed without anyone reaching out to you; please rest assured that the appropriate action will be taken and feedback passed along to the relevant manager.

  With regards to your cancellation request, unfortunately we are unable to process anything on our CRM until 30 days before your contract renewal date. As such, we would advise that you reach out to us on or around March 30th so that we may process the cancellation for you on this date.

  I hope this answers your query, however please do let us know if you wish to discuss further.

  Many thanks.

  Customer Answer

  Date: 01/03/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The company also reached out by phone and a representative emailed me a response and stated that I could contact him directly to get the issue taken care of and to make sure the account was closed out properly.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was using this company to process my business credit and debit cards. I started to notice that extra money was taking out of my account for two months. I reached out to them and got the run around for 2 months until finally they realized that i was being charge incorrectly and they refunded, because it took so long i lose faith in the company and informed them i wanted to cancel their services I was told that the supervisor that was working with me that she would get me two months free which i still wanted to cancel so finally i was sent a form to cancel and i sent it back i was told there was no additional cost to do so and that a email with information on how and where to return the pos systems that i had back to them. that was all *** in October. and it never happen i have call over 30 times to get this information but no one could or would help me i have been yelled at, talked down to , hung up on etc but no one will send me a address to send back their systems. however they have tried to come into my account to take out money every month i had to block them i was told that until they receive their systems they will do so, but once again no one will send me the information with address where to send it to, and last month i received a email stating i owe them $279 and if i ***'t pay the will put my company in collection, so i called and once again i got every excuse why and when i asked to speak to someone about the situation i was giving the run around. they will email you, someone will call you, we are working on it. I just need help to end the horrible situation so my small company does not have a **** on our credit that we are starting to build and also so they can't do this to another company.

  Business Response

  Date: 01/03/2024

  Hi *********,

  Thank you for bringing this to our attention. 

  We're truly sorry to see the delays you have encountered in finalising the cancellation of your account.

  We have requested that our logistics manager send the return labels for your card machine without delay today.

  Once we have received the card machine back, we will close the account down promptly.

  Many thanks.

• Initial Complaint

  Date:12/14/2023

  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 bought a point of sale system from Eposnow. They told me their system would be adequate for my dispensary as a point of sale. This was not accurate. The system they sold me was not keeping me compliant and i had to buy another system through another company that was competent and honest, unlike Eposnow. I have contacted eposnow countless times since September 6, 2023 and they do not respond it any way. Eposnow has been withdrawing money from my account for a service they havent been supplying. They breached the contract by not providing an adequate system for my business as they promised. Eposnow is a scam and very incompetent at every level. Do not do business with this company. There are other options!

  Business Response

  Date: 01/30/2024

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

  Thank you for submitting your complaint, we deeply apologise for the delay.

  We have taken steps to clarify our position when supplying to stores selling the *** products, and whilst we accept that our epos payments subscription should not have been sold to you, we expect our customers to do ample research when purchasing POS systems to ensure it is compatible with their business. 

  In this instance we will cancel the account, collect the ********************** card machine and refund any payments made for this. However we remain dedicated to getting you set up with the Pos system. Please may you confirm the collection address.

  We will await your response. 

  Thank you.

  Customer Answer

  Date: 01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They called me for Point of Sale to provide me register and service. I told them that I am retired since 2012 they told me we are in tech business. I am a foreigner and I did not know what their service was. They made a contract in my name and they have been withdrawing money from my account. I do not have a business and I have not requested their business. I called them and they stated that they since I have a contract over the phone they have to charge. I asked why and they said they do not have a explanation. I have called multiple times and I get the same answer. They have been charging me for the last two years for equipment. I never received their equipment and I never received their services. I would like a refund for the last two years they have been charging me with interest.

  Business Response

  Date: 12/12/2023

  Hi There,

  You contacted us to enquire about POS services for your business Arde's mainstreet bistro and catering/**************.

  The only way to purchase from Epos Now is through you contacting us and purchasing goods/services.

  You provided the address of ***************** which pulls up records of a restaurant, see images attached.

  All sales are final per our terms and conditions so we are unable to provide you any refund for sums paid thus far without sufficient evidence.

  Kind regards