Epos Now Reviews 25,215

Asked to cancel and never done on time. again charged me for nothing. worst customer service.

Refuses to cease calling even after refusing the product, unsubscribing to everything, and multiple attempts to get them to stop contacting me.

Highly recommend staying away from this company unless you want to be married to the phone. They will call 20+ times per day.

This is the second complaint about the service delivered after care by EPOS now. Having purchased a machine for my small buisness. Registering the device and proving payments. I used this on my first event 7 days later. Half way through service I had an error message saying my account was blocked.
The money I took that event was held for 2 weeks and took several emails ( as you can’t speak the back office or anyone thing to do with it) for me to get it back.
Having paid for the machine up front and they cancelled the agreement I was left with a handset and out of pocket by £124.
Again several emails 1 trust pilot review I was told I would get the refund for the purchase.
Guess what you guessed nothing paid out false promises and bad email customer service.
After being told allow 28days finally I asked when dose the 28 days start they replied from now. That was over 40 days ago.
Today I get an email from Caleb Innes saying not entitled to refund due to the upfront cost being part of the monthly rental.
This if it works for some maybe good but rest assured that if you have a problem it will not get sorted.
I have a new product now. Fair upfront and someone answers and deals with your problem 24/7.
Avoid this company. It’s shocking in today’s struggle there are still people content on stealing your money even when it’s so difficult to make it.
To me and my junior buisness £120 is a lot.
Discussing after sales.
Lie after lie
False promises
Sharks on the sales team who harass you for a sale and then forget you.
I took this device at the February. It’s now May 07th. I had it active for less than 14 days before the service terminated by the back office with out no reasons why.
EPOS I would prefer to speak to someone. All my details are on my account that is still blocked.
I would like to speak to someone. I can’t leave phone numbers or emails on this review.

Very helpful got me up and running in no time

Very disappointed with the service and customer support experience. Our business account was restricted during a cancellation request, and we were denied access to our own records and operational data unless additional payment was made.

The cancellation process was made unnecessarily difficult, and customer service was unhelpful throughout the entire situation. Instead of working toward a fair resolution, we felt pressured and treated unfairly.

Businesses depend on reliable support and transparent billing practices, and unfortunately this experience did not meet those expectations. I hope the company improves the way they handle customer concerns, billing disputes, and account cancellations in the future.

Thank you for your response. At this stage, I would like the matter resolved fully and professionally without further delay.

I am formally requesting completion of the account cancellation process and written confirmation that no further renewals or charges will be applied.

In addition, I request the complete removal of device management and EPOS Now control from my terminal. Please unenroll and fully release the device from your MDM system so I may use the hardware independently with another POS software provider.

The device is currently active and accessible, and I request permanent removal of all restrictions, remote management controls, and EPOS Now system association from the terminal.

I would appreciate prompt confirmation once the cancellation and device release have been completed.

I had an issue with my product list not showing up in my till, even after cloud sync. After reviewing everything and setting up a test product we were still mystified why my inventory wasn't showing up. Mitchell was able to work with the EPOS Now team to successfully sync things in the back office (to save me the time and effort of having to remove and re-enter all of my items). I appreciate his tenacity to fix the issue and his awareness of the time expenditure that would have had on me. I'm very happy he was able to fix this, as today is my first remote event and I'm eager to try out my EPOS handheld device. This was great solution focused customer service! Thanks Mitchell!

mOHIT support us on the setup of our POS function menu

Excellent customer service. Niamh was professional and lovely. Thank you!

Very fast response, and fixd the problem in a few minutes. Id spent a few hours working on it. Should have gotten in touch sooner.

Answered all my queries efficiently and with understanding

Spoke to a really helpful member of the customer service team, Mohit Francis, who help me through the stresses we've been having with the new card machines and set up issues. Very grateful to him for his perseverance with this!

I have been an EPos Now customer for over a year. On Friday 1st May, my card terminal failed without warning, mid-service, with a customer unable to pay. No fault of my own — no drop, no damage, nothing.
I spent 40 minutes on the phone with a member of staff, whose only solution was to send a replacement. During that call I specifically corrected my delivery address — the system had an old address on record. He also suggested I use Zeetle as a temporary solution, but admitted he couldn't explain how to use it because "he doesn't work for them." No app, no contingency, no interim solution from EPos Now whatsoever.
I then discovered it was a Bank Holiday weekend. No delivery until Tuesday at the earliest.
Having no alternative, I was forced to use SumUp at 1.69% transaction fees versus EPos Now's 1%. This happened to coincide with a week-long charity fundraiser I was running — so not only did I lose functionality at the worst possible time, I paid significantly more in fees throughout.
On Saturday I called back to chase. I was told the device was "out of stock." Yet days later I received a DPD notification — so clearly stock was available somewhere.
I emailed a member of staff, who had been helpful during my onboarding, marked urgent. I received an out of office reply. She has still not responded.
Tuesday: DPD notified me of a delivery window of 12:15-1:15pm. I stood outside my van on the pitch specifically to receive it. By 12:20 I received a "sorry we missed you" notification. The driver had delivered to Unit 8 — the old address I had explicitly corrected on the Friday call. I had to call EPos Now again, spent another 20 minutes, and had to change the address a second time — this time to my home address.
Wednesday: DPD missed me again.
Thursday: DPD arrived at my home address. My wife answered the door. The driver then refused to hand over the device, stating it was a "device swap" and required the old unit. Nobody — not one person across multiple phone calls — had ever mentioned this. Had I been told, I would have brought the old device home. Fortunately the driver agreed to come to my trading pitch so we could do the swap in person.
The device was finally in my hands at 11:50am on Thursday 7th May — six days after the original failure, during what was the most important trading week of my year.
I run a small independent coffee van. Six days without a reliable card terminal, forced onto a more expensive backup system, during a charity fundraiser, with zero proactive communication, wrong addresses, missed deliveries and a swap requirement nobody told me about. This is not good enough.
The Daily Grind Coffee Van Ltd

The adviser was great , very helpful

I was deliberately missold a contract by one of the Epos employees. I have email evidence. I complained to epos who reviewed the voice evidence but did not comment on the emails. I explicitly and without ambiguity expresssed that we need to be able to take payments over the phone for a small subset of customers around 3-5% of all transactions. At no point during all our transactions did he not agree to it. Epos argued he did not explicitly agree to it. What does it mean when he proceeds with the sale and i have set that as a condition (he deliberately misled me- obviously a calculated fraudster who is trained and experienced).

When I then emailed him after the terminal had arrived and he replies I need a few invoices from you before I can activate it....what does that mean? he instead activates pay by link.

The problem with pay by link is that the wording customers receive is stupid which flags as spam. i tested it on my own phone. I called EPOS and they confirmed that they can't change the wording.

to summarise:
1. employee deliberately missold
2. epos investigated and won't put it right
3. the alternative flags as spam and they can't change the wording, ie tough luck

This is not a professional company I advise people to associate with

I would appreciate someone taking a second look into this and please pay particular attention to the email trail I forwarded. The phone calls will show I mentioned 3-5% of our transactions are over the phone so yes they are minimal but we still need it and I emphasised that. At no point during our interactions did your sales person say you do not do over the phone payments! In fact when I followed it up after the terminal arrived he proceeded with pay to link against very clear and obvious wording.

Jonh H was very helpful today,great customer support thank you

Epos has turned into a train wreck.
They are not paying us out $3,500 from our sales.
They have no customer service.
We have spent 5 days trying to reach them.
They say they are on teams we believe they are predators.
Epos is the worst.
We need our funds!

Patient and very clear at explaining the process for setting up. Very helpful at suggesting things to make it easy for us.

Esay to follow instructions from. Patient. Pleasant to tlk to