After being passed from pillar to post over the last few weeks I was lucky enough to get through this time on the phone to Keir Furlong. He dealt with my issue in a way I’d hoped it would have been i... See more
Company replied
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Had a problem with my internet connection affecting my tills over the bank holiday. Spoke to Hayden Graves who sorted this out for me straight away and gave me troubleshooting tips to use should it ha... See more
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Company details
Written by the company
Epos Now is the fastest growing POS company. Our EPOS systems, software and accessories have built up an excellent reputation for being affordable, easy to use and highly reliable. We are also proud to clearly display our pricing and offer the best possible value with no compromise on function or quality, and this has been recognised by us winning a Queen's Award for Enterprise.
Written by the company
Contact info
Norwich Business Park, 3 Whiting Road, NR46DJ, Norwich, United Kingdom
- 0800 2 945 945
- Customerresolutions@eposnow.com
- eposnow.com
4.3
Excellent
25K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Esay to follow instructions from
Esay to follow instructions from. Patient. Pleasant to tlk to
7 May 2026
Unprompted review
Reply from Epos Now
Hi Edwin,
Thank you for the kind words! Clear, patient and pleasant is exactly what great support looks like and we're really glad you had such a positive experience.
Thanks for choosing Epos Now. We're here whenever you need us!
Warm regards,
The Epos Now Team
KDS Setup and Issue Resolution
Great service from Kevin Pineda. Very quick to respond and efficient in resolving the issue. Really appreciate the support!
7 May 2026
Unprompted review
Reply from Epos Now
Hi,
Thank you for the great review! We're so pleased to hear Kevin was quick to respond and got your KDS set up and running smoothly.
We'll make sure he sees your kind words. Thanks for choosing Epos Now — we're here whenever you need us!
Warm regards,
The Epos Now Team
BEWARE - extra fees & unauthorised Direct Debit added
Extra fees added and unauthorised direct debit taken.
I saw a review a few days ago from someone who had extra fees of around £89 per month added to their account without their permission. These appear to be fees added to accounts that don't use their card processing and are called a 'Non-Integrated Fee'. I have experienced exactly the same thing, except Epos Now have failed to cancel this following my request and their promise they would.
They emailed me on 6th May as follows (after Ben N at EposNow told me on 2nd April they were cancelling this fee):
'This is a quick reminder; you’re currently on a non-integrated setup, which means the £89 monthly Integration Support Premium per device applies.
The fastest way to remove this and improve how your business runs is to switch to Epos Now Payments.'
Having been a customer for 9 years this was quite infuriating. The fees were added and direct debit taken without my authorisation. There was never any such system when I signed up all those years ago. I had to contact the bank and get them to reverse the payment. You can see the response from Eposnow to another Trustpilot reviewer below.
Having read this response I will now contact our trading standards and take legal advice. The invoice is still showing as live on our account and even though I have an email trail with them saying they would cancel it, they haven't.
Because of this we are also now considering leaving this company, this is really poor and they will have a lot to do to rebuild my trust.
Original review and response:
BEWARE! huge fees auto added.
BEWARE!! EposNow entice people with low annual fees and then add large monthly fees mid contract if you don't use their card payments. They added £89 a month to a prepaid annual licence of £210. Such large mid-contract rises aren't legal... If this has affected you, message trading standards and seek legal advice. There are facebook forums you can join to get more information about how to respond
The auto-added a direct debit for this amount without permission!!!
They don't respond to customer service messages.
Useful
3
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Reply from Epos Now
Updated 5 days ago
Hi Nick,
Thank you for bringing this to our attention. We take concerns regarding contract terms and automated billing very seriously, and we would like to address these points with you directly.
Our goal is to provide transparent pricing for all our merchants, and it is never our intention for a customer to feel blindsided by their billing structure. We want to ensure that every charge is clearly understood and aligned with the terms of your agreement.
We would like to escalate your feedback to our senior management team for a full review. However, as your review is currently only listed under the name "Nick," we haven't been able to identify your specific account in our system. To allow us to investigate these charges and provide a full update, could you please respond to our request for further information via Trustpilot.
Once we have those details, a senior manager will reach out to you directly to walk through your account and work toward a resolution. We value the trust our merchants place in us and are committed to looking into this for you.
Many thanks,
Epos Now Team
2 April 2026
Unprompted review
Reply from Epos Now
Hi,
Thank you for taking the time to share this in such detail, and we are sincerely sorry for the experience you have had.
We completely understand your frustration. Being a loyal customer for 9 years and then finding unexpected charges added to your account, particularly after being assured they would be cancelled — is simply not acceptable. We take the concerns you have raised around the Non-Integrated Fee and the direct debit very seriously.
We would like to resolve this for you as a matter of urgency. Please contact us directly at support@eposnow.com with your account details so we can review your case and ensure the invoice is cancelled in line with the assurances given, to prevent any further charges.
We do not want to lose a customer of 9 years and we are committed to making this right.
Kind regards,
The Epos Now Team
Perfect customer service from christian
Perfect customer service from christian
6 May 2026
Unprompted review
Reply from Epos Now
Hi Diego,
Thank you for the kind words! "Perfect" is exactly what we aim for, and we're thrilled to hear Christian delivered just that.
We'll make sure he sees your review. Thanks for choosing Epos Now and we're here whenever you need us!
Warm regards,
The Epos Now Team
Scam!
Worst. Service. EVER!. Do not trust these people. They are scamming you, with loads of promises and deals, and don’t deliver. I am still waiting for my order, while they haven’t even loaded it on my account. I was supposed to receive it already and when you phone the only customer support number available that has an actual human being on the other end, you get the hard news that there is no stock in the UK! So I was sold a product under false pretence! And good luck trying to get your refund and cancellation through an automated bot system as “support” in the UK. Point is: just accept that you scammed and won’t get your money back. I now need to find an ACTUAL reliable POS service provider at yet another cost.
6 May 2026
Unprompted review
Reply from Epos Now
Hi,
Thank you for taking the time to share your experience, and we are truly sorry to read this.
We completely understand your frustration , being sold a product that wasn't in stock and then struggling to reach meaningful support is unacceptable, and we sincerely apologise that this has been your experience with us.
We would very much like to look into this urgently and ensure your refund and cancellation are processed without further delay. Please contact us directly at support@eposnow.com with your order details and we will make this a priority.
I have also requested further information to locate the account and get this looked in to.
We are sorry we have let you down so badly on this occasion.
Kind regards,
The Epos Now Team
The agent I delt with Niamh was so…
The agent I delt with Niamh was so helpful and knowledgeable and took the time to own my issue a credit to epos now
6 May 2026
Unprompted review
Reply from Epos Now
Hi Alan,
Thank you for the brilliant review! "Taking ownership" is exactly the approach we want our team to have, and it's wonderful to hear that Niamh delivered just that.
We'll make sure she sees your kind words , a real credit to the team indeed! Thanks for choosing Epos Now, Alan. We're here whenever you need us.
Warm regards,
The Epos Now Team
Amazing service Mitchell Thomas
Amazing service Mitchell Thomas, thanks for all your help
6 May 2026
Unprompted review
Reply from Epos Now
Hi Rizwan,
Thank you for the great review! We'll make sure Mitchell sees your kind words and we're so glad he was able to help.
Thanks for choosing Epos Now. We're here whenever you need us!
Warm regards,
The Epos Now Team
TRAINING ON WEIGHED PRODUCTS
John Hemsley was extremely professional and patient with me. He talked me through stage by stage to completion.
6 May 2026
Unprompted review
Reply from Epos Now
Hi,
Thank you for the lovely review! We're so pleased to hear that John was able to walk you through everything step by step and get your weighed products set up smoothly.
Patience and thoroughness are exactly what great training looks like, and it sounds like John delivered just that. We'll make sure he sees your kind words!
Thanks for choosing Epos Now. We're here whenever you need us.
Warm regards,
The Epos Now Team
Helpful and knowledgeable people
I phoned with several queries and spoke to Cameron Lusher who answered everything for me and sent me a follow up email with the information. He was very knowledgeable and professional whilst still being very personable. Many thanks.
6 May 2026
Unprompted review
Reply from Epos Now
Hi Valerie,
Thank you so much for taking the time to leave such a lovely review!
It's great to hear that Cameron was able to answer all of your queries and follow up with everything in writing too and that extra step really does make a difference. Knowledgeable, professional and personable is exactly what we aim for!
We'll make sure Cameron sees your kind words. Thanks for choosing Epos Now, Valerie and we're here whenever you need us.
Warm regards,
The Epos Now Team
Lily was exceptionally patient with me…
Lily was exceptionally patient with me today, working together on a system incorrectly set up by a previous person Lily helped problem solve and rectify many different issues we as a team were battling with.
6 May 2026
Unprompted review
Reply from Epos Now
Dear Jen,
Thank you for sharing your feedback. It’s great to hear that Lily was able to resolve your issue and leave such a positive impression with rectifying multiple different issues on the call.
We’re pleased you had a smooth experience and truly appreciate your recommendation. If you ever need any further assistance, our team is always here to help.
Thanks again for your review,
Epos Now
Cameroon was very helpful
6 May 2026
Unprompted review
Reply from Epos Now
Dear Festus Taylor,
We appreciate you taking the time to leave a review — we really appreciate it!
We're delighted to hear that Cameron was able to help you with your queries today. We'll make sure he knows his efforts are recognised and appreciated.
Don't hesitate to get in touch if there's anything else we can help you with.
Thanks again for your review,
Epos Now
Worst experience ever
Worst experience ever! Have been with them for 5 years and as soon as they sale you something you can’t hear from them. Don’t bother with them trust me!
6 May 2026
Unprompted review
Reply from Epos Now
Dear Nikola Salipur,
Thank you for taking the time to share your feedback. We’re sorry to hear about your concerns. and recent experience.
This is not the standard of customer service we strive for and especially as a loyal customer we would love to make things right moving forward.
We have located your account and can confirm this is being reviewed as a priority. Your feedback, particularly regarding delivery and how this has been handled has been escalated to management.
A member of the team will be in direct contact with you to discuss this further and ensure your concerns are properly addressed.
If there is anything further you would like to share in the meantime, please contact us at eposnowsocial@eposnow.com.
Thanks,
Epos Now
Good costumer servise
Good costumer servise, the problem was resolved quickly.
5 May 2026
Unprompted review
Reply from Epos Now
Dear Customer,
Thank you for sharing your feedback — it's great to hear you had a positive experience with our support team!
Quickly and thorough explanations are exactly what we strive to deliver, so it's brilliant to know that came through.
Please don't hesitate to reach out if there's ever anything else we can help you with.
Thanks again for your review,
Epos Now
Our payment terminals lost integration…
Our payment terminals lost integration due to a replacement router, Cameron was extremely helpful, and resolved the issue efficiently and quickly.
5 May 2026
Unprompted review
Reply from Epos Now
Dear Alexis loannou,
We appreciate you taking the time to share your feedback. It’s great to hear that Cameron was extremely helpful and resolved the issue efficiently for you.
If you need any further support, our team is always happy to assist.
Thanks again for your review,
Epos Now
More than Usless
By Error overcharged a customer and since 21st April 2026 been trying to get a refund to them. See Ticket number Ticket #02702314 account number 0376936581. I just get fob off to Payment Monitoring or a Manager and our customer still has not had the refund. Mr Jacyn Heavens you need to have a look at your company and how you process payments and refunds. I have taken this company to financial ombudsman a few years ago as they stopped payment to us for 2 weeks. Apparently a system error.
21 April 2026
Unprompted review
Reply from Epos Now
Dear Mr Willem Vlok,
Thank you for taking the time to share your experience. We’re genuinely sorry to hear how disappointed you’ve been left feeling, in regards to having a refund actioned by the Payments Monitoring Team.
Thank you for providing account details in which we have located and can see the Head of Complaints is has reached out to the Payments Monitoring Team and is actively having this looked into for you.
We truly appreciate your patience during this whole process and apologies for any delays in this refund being actioned. The team handling your complaint will continue to work directly with you on the refund and the wider concerns you've shared, and I'd encourage you to keep that line of communication open with them so we can move things forward together.
If there's anything additional you'd like raised in the meantime, please let the team know directly and they'll factor it in.
Thanks,
Epos Now
The service was good initally
The service was good initally, wanted to cancel a 2nd termimal, they didnt cancel it 3 months down the line still being charged, then this month had nearly a 3000% increase in charges, turns out because i dont have their payment system they now introduced a fee of £89.00 a month per terminal unless i change my payment provider to them, Upon saying i wish to terminate my account they shut it down imediately even though i was still in credit as paid for the month in hand, as they had took payment on the firsy of may for £213.00 nstead of the contracted fee of £48.00 but the sting is they didnt tell me about the new term they had imposed. Getting to speak to sales 100% first classs, trying to speak to someone regarding the bill very hard system just tells you to contact support online.
poor after sales service and you have to pay using a continuius card payment so you cant cancel payments only they can.
6 May 2026
Unprompted review
Reply from Epos Now
Hi Warren,
Thank you for taking the time to leave us a review. I can see you have an open complaint with us already, and I want to assure you that the points you've raised here will be picked up as part of that ongoing case and you will be contacted asap.
The team handling your complaint will continue to work directly with you on the monthly billings and the wider concerns you've shared, and I'd encourage you to keep that line of communication open with them so we can move things forward together.
Secondly, in regards to recent communication to re-open the account I can see this is being followed up on to get that resolved with you as well.
If there's anything additional you'd like raised in the meantime, please let the team know directly and they'll factor it in.
Many thanks
Epos Now Team
Niamh resolved the issue we have been…
Niamh resolved the issue we have been experiencing for the past two weeks, thank you.
6 May 2026
Unprompted review
Reply from Epos Now
Hello K.Y,
Thank you so much for your feedback, we're glad you had a positive experience with Niamh! She is a key member of our team!
We will pass on your feedback to them.
If you require any further help, our support team will always be happy to help out!
Thank you,
Epos Now.
very helpful and highly reccommend the…
very helpful and highly reccommend the service
6 May 2026
Unprompted review
Reply from Epos Now
Hi Reese,
Thanks so much for taking the time to leave this review. We're really pleased to hear you found the service helpful and that you would highly reccomend it to to others.
If you ever need anything as you continue using your Epos Now system, we're always here to help whether its over the phone support or our really handy support guides in the back office.
Thanks,
Epos Now Customer Experience Team
Had a dealing with Stephen Sponge from…
Had a dealing with Stephen Sponge from EPOSNOW. Can honestly say it's the best customer experience I've had bar none.
1 May 2026
Unprompted review
Reply from Epos Now
Dear David,
Thank you for taking the time to share your feedback. We’re pleased to hear that Stephen provided the best customer experience you have had so far.
We’re pleased the experience was excellent and helpful for you. If you need any further assistance as you get started, our team is always here to help.
Thanks again for your review,
Epos Now
So the till system etc is very good
So the till system etc is very good. Had them for 5 years… they do a lot of sales calls which is highly annoying.
However now they’re having a laugh! If I don’t sign up to their card machines basically they’re throwing on a payment premium! One of venues for example has 2 tills gone from £48pm to £261!!! Firstly I’m in contract with current card providers and they’re local so we use them and their rates are much better than EPOS. EPOS will then say we will match it… IM IN CONTRACT AND WONT BE HELD HOSTAGE!! These are like Trump tariffs! Scandalous to say the least.
I’ll be taking EPOS Now out of every venue. You’ve completely lost the plot. You’ll lose a lot of customers and ruin your reputation by getting greedy.
Disgusted. What a way to treat a struggling hospitality sector.
6 May 2026
Unprompted review
Reply from Epos Now
Dear Mr Keast,
Thank you for raising this. We appreciate how important it is to have full clarity around charges and agreements, and it’s clear this situation has caused concern.
We have located your account and are reviewing the details you’ve raised. This is not the level of service we aim to provide, and your feedback is being taken seriously.
A member of our team will be reaching out to you directly to review this fully and ensure your concerns are properly addressed.
If there is anything further you would like to share in the meantime, please contact us at eposnowsocial@eposnow.com.
Thanks,
Epos Now
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