The Good Till Co Limited  Reviews 223

12/09/23 We opened a bank account
On the 3rd of October, 2023, we transferred from our personal account to the business. Sumup account. £500 through your institution. However, it was not until the 5th of September, 2023, that I received any communication from your establishment indicating that the transaction was being withheld pending the submission of a verification document. I dispatched the requested documents on the same day I started my small business on the 7th of September.
You could have asked for that two weeks earlier!!
It took another five days for you to tell me that the email did not match your records. On the 10th of October, I rectified this matter by altering my email address and resubmitting the requested documents. During this interaction, I was assured that the verification process would be accorded priority status and would not exceed a two-day review period.
However, it was not until the 16th of October, 2023, that I found it necessary to make another call. I was informed that the verification had been finalized, although. Subsequently, when I requested the release of the £500, I was met with initial disbelief by the call assistant, who seemed to be under the impression that this sum was not present in my account. The situation reached a point of astonishment when, after a ten-minute hold, I was informed that the £500 was currently under assessment for release, with no estimation of the timeframe provided and a disheartening declaration that nothing further could be done to expedite this process.

We are on the 20th of October. You are withholding MY money without reason, and in the meantime, you are profiting from my money being in your bank. You work with small businesses. We are just starting up. My personal account is in overdraft because you withhold my money, paying interest every day, and being unable to trade because I have no funds! You are killing my business from the start! And you are thieves!

Customer services are useless; they don't know what's going on, they can't ask anyone, they can't pass you with anyone, and they don't know where the money is. How are you allowed to do that? If you weren't a bank, you would be called a thief; you are stealing money.
I sent a letter of complaint five days ago, but there is not even an acknowledgement of this letter of complaint. And don't come to say that you follow security procedures because the verification has been done. You are retaining the money without reason now!

Stay well clear of this they don’t help you at all customers can try get there money back after months of the job been done it’s a joke stay well clear

Downloaded the app and was doing fine until the verification of the telephone part. Asked for the code which was sent but couldn’t find where to put code.
Rang first time and the chap said sorry cannot help you my system is down ring back.
Second time the lady put me on hold and cut me off
Third time was told to wait two hours for a code which again didn’t happen. So I deleted app and sent back the card reader.

Tom was quick of the mark when I request 2 Sumup card reader to pair with Goodtill. We received the card readers 2-day after our conversation followed by an email with quick and easy setup guide 2/3 clicks later and we were up and running.

Since the Goodtill merged with sumup, the service went from 5 stars to 1 star.
Pathetic customers service by they card department. I’m a customer with goodtill for the last 5 years, tried to get a card reader since 10th of August and was put through to Tom Savage, who stopped responding to my emails and the calls, so I had to call the customer service to find out why is this and apparently Tom went on annual leave and never set up out of office and never passed my request to anyone else. So the Steven Daly picked up from here, managed to ge the signing and the merchant number and then Steven disappeared. Same story again, complained to the customer service and then Tom Savage appeared again, asked me for a merchant number and disappeared, no responding to emails and phone calls. Tried today Toms number, goes straight to voicemail, called Steven’s number and it went through with rings but no pick up. Tried to ring him until he picks up, no answer but after a ring 10 he blocked my number, as I’m too nuisance for him, instead he could text back acknowledging the call and say he will call me later etc. they cannot be on the phone for 30min, as they never been on the phone with me, all on emails. Probably they work from home and it is too annoying to talk to someone when you have your family and dogs around. Well done Sumup, you just lost another customer. This is what happens when the small and good company Goodtill was bought by the larger reckless company, which doesn’t care. I will be looking for a new small start up and will bring my money there. Avoid sumup, this company is a joke!

We have used SumUp card readers successfully for a while, so on opening a cafe naturally looked to adopt the POS Pro system. It has never worked. There was no help with onboarding and since then support has been rubbish. We have not been able to make a successful transaction even in a test setting and after a number of months have all but given up.

Been using this software for a couple of years now. Service and support is excellent and the product is easy to use.

We decided to go with SumUp a year ago when we opened our cafe. We needed a user-friendly till and a good reporting system that was also affordable for a start-up business. Overall we've very happy with the decision. We had a few teething problems with the printer set-up but the support has always been very prompt and helpful. One drawback for us was that our original Air card reader didn't include the option for customers to add a tip but this has now been resolved with the Solo card reader. Overall a good experience.

Terrible customer service, they closed my account without reason and now I can’t withdraw my business money of over £3500! When speaking on the phone they were useless and just said I have to wait. No time scales, no answer to how I am going to get my money just have to wait for an email. This is the worst customer service ever and they are thief’s! Do not trust this company at all!

Bought a POS sale system with 2 card machines in Dec, they havent worked since May and I have been back and forth with the company, they keep saying the machine should be replaced and to submit a request, but then no one actually does anything about it. Good job I had Dojo machines for my other business which I have been using since May.
But Sum Up still dont want to actually do anything.
Avoid at all costs.

Run away from this company. They can blocked your account without of reason! Hold you money. I lose a lot to choice them!

The employee named Sophie Amor took care of all my problems. He responded very quickly to all my emails. Our relationship, which started badly with sumpo, is now very good thanks to Sophie. I've given up on using square is proof that such engaged employees can make a company much better.

We were looking for a point of sale system that was easy to use and user friendly. Sumup matches exactly what we needed. From the point of sale to the back office. We can log into the system from any place in the world and check sales and pay-outs. The daily pay-out report is very easy to follow and reconcile with our bank. The payment come within time frame directly to our bank account. I would definately recommend this system to any business no matter how big or small.

SumUp POS is great because the interface is so clear. I introduced to my staff with the words "This is going to make serving customers and cashing-up easier and much faster." I was not wrong. They loved it from the start - with big grins.

great system and the front office is so easy to use. really useful to have allergens listed and so easy to customise. i am still working on the back office. there is so much to do and think it will take me a while to find all the useful bits but the support when i need help is amazing and just a phone call away!!

When it was The Good Till it was a great company: amazing support and really responsive account management. However since it’s been bought by Sum Up the service is atrocious. The actual POS is very basic but we stayed because the back up support was great.

My contract states I get telephone support however they’re removing this and you have to email or do a live chat. However they never respond to emails and it’s completely unacceptable to not have phone support for a software product where if there are issues it can impact your ability to trade. I’ve raised this with them several times and they’re so far ignoring me.

If anyone has the misfortune to use Sum Up payments they will know how the support is virtually non existent and if you’re lucky enough to get a reply it takes days and rarely deals with the issue. Sadly they’re obviously now following this model of providing sub-standard support where you can’t talk to anyone.

Our account manager is meant to be someone called Ben however he never responds to calls or emails so we’re left in limbo.

They’re also changing to a new product which we haven’t asked for and as per usual their migration plan is a joke with different people giving out different information. They’re clearly totally chaotic.

I’d definitely explore elsewhere if you’re looking for a POS as this organisation has rapidly gone down hill since being bought out. Such a shame, but a classic example of a good product being ruined by greedy owners.

Went through the cancellation process to be told it’s 3 months notice back in October but confirmed we wanted to cancel and still being charge now.

Not happy at all and now processing chargeback for the past 2 months charges.

Beware when wanting to leave and check you bank statements

Love them! Having used other systems previously, I can truly say that this switch has been the greatest amendment I have made to the business. Really easy interface, a super easy setup, and an easily amendable & user-friendly interface, great ticket printing. The onboarding process is super easy! & the team and super persistent with insuring that you complete all your training / get your till set up perfectly! (& as a busy owner with 15 thousand things on my mind, this was GREAT! Having somebody remind me it still needed doing) Definitely recommend! Very grateful that I found this system! Thank you.

Easy process answers available 7 days a week, and very easy to self manage

Went to SumUp support as we needed help on re setting up a new card reader. We got a call back within an hour and the young lady was a pleasure to talk to and despite our efforts to get it wrong she kept us on line and sorted out our issue fully. Could not be happier with the service.