Epos Now Reviews 25,218

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!

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

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.

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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

Perfect customer service from christian

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.

The agent I delt with Niamh was so helpful and knowledgeable and took the time to own my issue a credit to epos now

Amazing service Mitchell Thomas, thanks for all your help