Dojo Reviews 

Seamless so far. Quick connection and very user friendly

Really helpful and efficient on set up and explaining how the machine and system works,

The card machine keep going out of signal while multiple devices on line! I think I’ll cancel my plan with them.

Don't sign up with this company, We left the contract as we sold the business and passed on all contracts and email access etc to new owners and the Dojo closed account got a chargeback request from an old transaction.

Dojo only contacted the new owners and not us and so we're never given a chance to appeal or prove it was fraudulent, as a result we lost hundreds of pounds and dojo were no help at all failing to make any attempt to contact us until after the chargeback was paid out!

Avoid at all costs this is a very unprofessional company!

Do not swap to DOJO if you are using Paymentsense. DOJO is missing many of the essential features that Paymentsense had. We can no longer print bills for customers at the end of a Pay At Table transactions, and we are not able to do customer not present refunds on the DOJO wired terminal. Seems ridiculous that these are not available in DOJO. Printing a bill and doing refunds should be essential tools.

China was very professional, knowledgeable and a pleasure to chat with

A solid “eh.”

They were great when it came to getting us set up, and to be fair, the support staff I’ve dealt with have generally been friendly. When ordering another terminal for an event, the person was very helpful, or course happy for me to spend more money! But my recent experience has really changed my opinion.

After more than four years as a customer, our account was suspended pending a straightforward ID verification and our funds were held. I fully acknowledge that Dojo had emailed me beforehand warning that the suspension was going to happen, and I missed those emails. That part is on me.

My issue is what happened after I submitted the requested verification. It then took three days for our funds to be released. For a small business, that’s a long time to have money you rely on simply unavailable.

When I called for help with the ID verification, I was told to just “try sending it” and that “it should be OK.” That didn’t exactly inspire confidence when I was trying to get access to our money restored.
I also tried to raise a complaint about how long the funds remained held after the verification was submitted, but the response focused on the fact that I had been notified beforehand. I understand that, and I accepted responsibility for missing the notification. My complaint wasn’t about the suspension—it was about how long it took to release our money once we had provided what was required.

For me, that’s the important distinction. If you’re going to hold a small business’s funds for verification, resolving it once that verification has been provided should be a priority.

Add in the move to annual contracts, and it’s a simple no from me. Ultimately, if I don’t feel that access to my business’s money is being prioritised, I’ll find another provider to process it.

Great efficient and even personable reps. Pleasantly surprised

Great service by Ella.

YOUR A STAR.

Thank you for dealing with my query with efficiency.

I really appreciate your hard work to resolve my query

Raj

Ella was a great help on the call today. She patiently listened to all my questions, helped me with all my doubts, and provided clear answers to everything I needed.

Thank you so much for your help and support today. I really appreciate it.

Cheers!

You may pay a lot for transactions but their customer service is second to none. Effortless connection to a person who was able to full understand and resolve my query first time, quickly and with professionalism. I’ve worked in the contact centre industry and technology for contact for nearly 30 years and whomever is running the show at Dojo, well done. Staff are amazing too, really personable and informal but still skilful and efficient. Lastly highly trained too. Thanks both of you who dealt with my emergency today and yesterday.

I had a very good experience with Dojo customer service over the phone. Ben , the adviser was polite,patient and professional throughout the call. Ben listened carefully to my problem with the dojo app and explained the solution clearly and step by step.
The issue was resolved quickly ,and I really appreciated the friendly and helpful attitude. Excellent customer service from Dojo. Thank you Ben!

Regards,
Lisa Eng

Always the best that I know ,

I chose Dojo for my new business specifically because I needed pre-authorisation to take security deposits. Unfortunately, pre-authorisation failed to activate for our opening weekend, which was also a bank-holiday weekend. Without it, we were unable to offer our normal services during an extremely important opening weekend for a new business.

I complained, and Dojo's own final response acknowledged that an “unexpected back-end technical error” had prevented the feature from activating, that it required their third-level engineering team to resolve, and that this team did not operate over the weekend. They also acknowledged the impact on our business operations and daily trade. Despite this, they did not uphold the complaint, although they paid £50 as a gesture of goodwill.

I have now encountered a further issue concerning the trial period. During the sales process, I had understood that I was being offered a free trial for the first month. When I received my first invoice containing processing fees and queried this, my sales representative responded: “it’s not a free trial but a trial. we still charge processing fees.” I was then told that the trial actually means that if you cancel during the trial period, you don't pay for the card machine. That distinction was certainly not made clear to me when I signed up, and I have subsequently seen other reviews from customers describing a very similar misunderstanding.

Unfortunately, this also follows numerous issues with the contractual paperwork during sign-up. I had to query and request corrections or clarification on several important commercial terms, including card rates/surcharges and whether I was entering a rolling or 12-month arrangement. In one instance, when I asked for the contract to reflect the position I had been given, I was told changing the standard wording would need to go through Legal and could take several weeks.

The actual card processing has worked well since the initial technical problems were resolved, but my overall experience of the sales, contracting, onboarding and complaint-handling process has been very disappointing.

My advice to other small businesses would be to get every commercial term explained clearly in writing and check the contract and first invoice very carefully.

Very good service

Great communication throughout the whole process from John. Set up really easy 👍

Received my first invoice at the end of my 30 day “Free Trial Period” turns out the free trial is only related to no cancellation fee if you cancel within the first 30 days, all other card processing fees etc have been charged for, despite being advised I’d only be charged for the machines after 30 days. Turns out I have to provide evidence of this, didn’t realise I had to record my conversation with the sales rep. Also had zero contact with the sales rep throughout my free trial, only contact I had was having to call tech support twice! What a great start DoJo!

*** Update my issues have been dealt with so happy to change my score. Thank you for looking into and sorting my issue for me. Happy to recommend and the next day payment facility even on weekends and Bank Holidays is worth paying a little extra for to help with cashflow.

The response from Dojo was friendly, knowledgeable and efficient. My new terminal was.up.and running in no time and all my questions were answered.

Very good company