Complaints
This profile includes complaints for Shift4's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 138 total complaints in the last 3 years.
- 33 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/05/2022
Type: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 8-4-2022 This companies(shift4) collections department took money from my batch accounts for monies that we at feed your face didn't owe!!! We have paid all our processing fees and they are saying we didn't. When contacted about this they told me they didn't know why they took it out, and it looked like all my fees were paid already. Now they are ignoring me and not refunding me my money. Please help. We are a very small restaurant that my wife and i run and cant afford this.
Business Response
Date: 08/10/2022
Hi ********,
As per our conversation earlier today, I will be reaching out to you this evening.
Thank you,
Amber S******
Legal Support
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:08/02/2022
Type: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 a customer with this company since 2016 and have always had issues with their unexplainable fees, but this one tops the cake. I called them the last week of June to cancel my services because I have to close my business, as I can not afford to keep it open anymore. I received an email 4 days later that stated that in order to cancel my account I had to agree to pay a monthly service fee until April 2023. I emailed back stating that I did not agree with that and did not receive a response. Today...July 1st...a month after I called and told them I needed to cancel my account due to the closing of my business, they take over $229 from my bank account! I called them to see why and was told that it was $79 for a annual warranty for the credit card machine that I no longer use, a $75 fee for the pos system being inactive, a $49 fee for the equipment (which is usually $42 a month). None of these fees are listed on any of the paperwork that I signed and I was told that there's nothing they can do even though it's their fault for not responding to my email concerning the fees affiliated with the cancelation form that they sent to me. They should not have the ability to charge people whatever they want and get away with it, especially when I called over a month ago to terminate services and have not used the services since. They basically charged me $229 for their services last month when they weren't used and the months that I did use their services, it was no more than $120! Corruption at its finest. Stay away from these people! I've had nothing but problems, poor customer service, and high unexplained fees ever since I first signed with them in 2016. There are much better companies out there who are actually there for their customers!Business Response
Date: 08/04/2022
Hi *******,
I am sorry to hear that you have lost your establishment. Because of safety and security of your information, I will reach out to you directly to see what can be accomplished. In the meantime, please feel free to contact me via ******************.
Thank you,
Amber S********
Legal Support
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]
****: ****Initial Complaint
Date:07/27/2022
Type: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.
Opened a new checking account and contacted Shift4 to change our banking info for batching our monies. It has taken one week so far with no luck getting our account updated. We have one weeks worth of credit card monies that we have not been able to have sent to our bank because they have yet to update my merchant account. I have been sent the same docusign twice, provided the same info twice and still nothing. Everyone at the company tells me this is ridiculous yet nothing has changed.Now today I get someone telling me I need to contact my processor after 1 week of miss information. I have spent hours on the phone to basically find out they do not change the batching.Business Response
Date: 07/28/2022
Hi *******,
I am very sorry to hear that there was an unexpected delay with updating your banking information. I have taken the opportunity to review your ticket and see that the charge was to be updated within the hour. Since I am not sure when you placed this concern with the BBB, this concern may already have been resolved. If not, please contact our team directly for expedient service via ******************.
Thank you,
Amber S********
Legal Support
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:07/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The person who originally set up the account has not been with the company for 4 years, moved to Italy after legal issues with our company, we are trying to cancel the services since they keep billing us every month but they are unwilling stating that only the person that set up the service can cancel, however this person has not been heard of in 4 years and would be unwilling to help due to the termination of the relationship, this is a completely unethical practice since it leaves my company and my bank account exposed to be charged in perpetuity without any way out.Business Response
Date: 07/27/2022
Hi ******,
I thank you for the opportunity to speak with you today. You mentioned during our conversation that you had filed this concern and will close it out accordingly. Please do not hesitate to contact our team directly at ****************** if any questions or if we can be of further service.
Thank you,Amber S******
Legal Support
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:07/19/2022
Type: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.
Shift4 has made it incredibly difficult and expensive to cancel our account after changing to a new point of sale system for our restaurant that is no longer compatible with their services. Their prices crept up without notice and customer service was harder and harder to get in touch with as time went on. When we called to cancel our service, we were told that the account would "Maybe be closed", but the fees are still being charged 2 months later. When we called about the ongoing fees, we were told "That's the way it works". Several companies that have made a similar switch away from them have had this same issue. This is not fair to businesses and we would like to have our account closed and refunds issued for all fees since asking to close our account on May 2nd.Business Response
Date: 07/19/2022
Hello ********,
I Thank you for brining this to our attention. I have reviewed your account and your concerns and offer you the following information.
We received your executed cancel form which indicates when your account will be closed and corresponds with your executed agreement. Any fee changes are provided to you in writing via Merchant Statement. I will reach out to discuss with you and address any remaining concerns that you may have.
Please feel free to contact me directly Monday through Friday 9am-6pm EST.
Thank you,
Callie L**********
Legal Support
****************** |eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Customer Answer
Date: 07/29/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***************************Initial Complaint
Date:07/16/2022
Type: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 started an online store with Shift4shop in March 2022 and I had troubles logging in within a few days. I tried to contact them through email through their email they sent me to tell them I couldn't log in. I never recieved a response. I could not find a contact number or chat. I didn't realize they charged my card except maybe once and I just saw a charge from them on 6/6/2022. I am under the impression they have been charging my card for months. Please help I need to be refunded of these changes as I wasn't even using the shop because I couldn't log in. Now when I try to log in it says deceptive sites ahead warming hackers may try to get you to do things to get your password or personal information.Business Response
Date: 07/22/2022
Hi *****,
I thank you for brining this concern to our attention. The subject account is now closed and we have issued a refund for July as a courtesy. Because of safety and security reasons you will need to call us at ****************** if you have any additional questions regarding this matter.
Thank you,
Amber S*********
Legal Support
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:07/16/2022
Type: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 used Harbortouch system in our cafe since 2018 we had to close due to economic hardship in 2021 and stopped running any charges. We assumed shift4 would discontinue billing us for service we were not using instead we found out they automatically lock you in to a new year of service even if you are not using your equipment or running any charges I think we were 2 weeks late to cancel we are facing serious hardships thus having to close our business and being charged aprx $180 a month for another year is absolutely criminal.Business Response
Date: 07/20/2022
Hi *******,
Thank you for brining this to our attention. I have reviewed your account and will reach out to you to discuss. I will remain available to you until this concern has been resolved. Please feel free to contact our team directly via ******************; even though I will be reaching out to you.
Thank you,
Callie L***********
Legal Support
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:07/15/2022
Type: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 a Shift4Shop store. My URL is ********************.com and I have been dealing with this issue for over a month. I installed the ******** module/app on my website. I have 22 products on ******** that I SUCCESSFULLY imported to my Shift4Shop site. However, only 16 of those products appear on my website. Additionally, almost half of the product thumbnails did not import properly and show a different image than what is on Printful. I reached out to Shift4Shop support on June 9, 2022 and the issue still has not been resolved! I was advised to reach out to ******** who then told me that Shift4Shop must resolve the issue since their developers created the module/app. I added ******** support to the ticket opened through Shift4Shop and all I have been getting is the runaround. I sent Shift4Shop the *** logs from ******** on June 30, 2022, as requested and the issue still was not resolved. Shift4Shop finally replied to me on 7/4/2022 explaining they will escalate the ticket to their development team by ******* A and I still HAVE NOT received a response. I have had so many issues with Shift4Shop. This one just takes the cake. As a business owner, I am disgusted with how poorly they take customer service and the failure to effectively resolve customer issues within a timely fashion. Out of all the vendors my company uses this one is the worst.Business Response
Date: 07/20/2022
Hi *****,
I thank you for brining this to our attention. I apologize for any unexpected delays with your request. We have reached out to the team reviewing your request and will be reaching out to you. In the meantime, we will continue to monitor the progress of your special request and remain available to assist you if necessary. Please feel free to reach my team directly at ****************** Monday through Friday 9am-6pm EST.
Our team will continue to monitor this special request until it comes to a resolution.
Thank you,
Amber S******
Legal Support
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Customer Answer
Date: 07/26/2022
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. I have been working with Yulissa, Shift4Shop's Tech Support Supervisor and she has been absolutely FANTASTIC! I am very confident that this will FINALLY be resolved.
Regards,
***************************CEO - ******** ************ LLC
Initial Complaint
Date:07/14/2022
Type: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.
Shift4 has made it incredibly difficult and expensive to cancel our account after changing to a new point of sale system for our restaurant that is no longer compatible with their services. Their prices crept up without notice and customer service was harder and harder to get in touch with as time went on. When we called to cancel our service, we were told that the account would "Maybe be closed", but the fees are still being charged 2 months later. When we called about the ongoing fees, we were told "That's the way it works". Several companies that have made a similar switch away from them have had this same issue. This is not fair to businesses and we would like to have our account closed and refunds issued for all fees since asking to close our account on May 2nd.Business Response
Date: 07/14/2022
Hello *****,
I thank you for this information and the opportunity to assist you. I am not able to locate an account that you are an authorized signer for. Please feel free to contact me directly to help identify your account or have the account owner contact us directly.
Thank you,
Amber S********
Legal Support
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]
****:****Business Response
Date: 07/22/2022
Good morning,
Unfortunately, because of safety and security reasons we will need to discuss with authorized person. We have been reaching out to the owners of this account and left messages. Please feel free to have an owner of the account contact us directly at ****************** if they have any questions or if we can be of further service. In the meantime, we will continue to reach out to try to resolve any concern.
I am sorry that I am unable to respond to you but remain available to assist if the owner would like to discuss.
Thank you,
Callie L**********
Legal Support
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Customer Answer
Date: 07/29/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** *******Initial Complaint
Date:07/13/2022
Type: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 am trying to cancel my subscription with this company since my company has shut down. I am less then 30days past the renewal date(which i was unaware of) and the gentleman on the phone refused to transfer me to anyone above him and told me to let it go to collections and try to settle a payment with there collection department. He said nothing can be done, which i find hard to believe after reviewing some of the complaints that have been filed with them.Business Response
Date: 07/14/2022
Hi *****,
I thank you for brining this to our attention. Unfortunately, I am unable to locate an account for you. Please feel free to contact me directly or have the owner of the account contact us so we can see what can be accomplished.
Thank you,
Callie L*****
Legal Support
800.201.0461 ***** | eFax 973-630-9838
2202 N. Irving St. | Allentown, PA 18109
[email protected]
****:****Customer Answer
Date: 07/18/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 did reach out to me and everything was settled and taken care of
Regards,
*************************
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