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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Review summary
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Reviews shaping this summary
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
Company replied
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
See how their reviews and ratings are sourced, scored, and moderated.
TRAINING ON WEIGHED PRODUCTS
John Hemsley was extremely professional and patient with me. He talked me through stage by stage to completion.
May 6, 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.
May 6, 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
Cameroon was very helpful
May 6, 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!
May 6, 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.
May 5, 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.
May 5, 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.
April 21, 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.
May 6, 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.
May 6, 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
May 6, 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.
May 1, 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.
May 6, 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
Impossible to get hold of anyone
Impossible to get hold of anyone. Very poor customer service. Avoid this company!
May 5, 2026
Unprompted review
Reply from Epos Now
Dear Edina Szabo,
Thank you for sharing your feedback with us. We appreciate how important customer service is and aim to make getting in touch with the support team as efficient as possible.
We have located your account and can see a refund request was raised to our Global Head to review. They'll review this and ensure that gets actioned for you.
If there's anything additional you'd like raised or having an issue with please don't hesitate to let us know.
Thanks,
Epos Now
Slow, Clunky, Pathetic Customer Service
Started with EposNow in November 2023. System has always been slow and clunky. Updates made without advising the content. Very poor customer service. Online chat doesn't function. Wasted hours over the time of use. And then they created an update which removed held orders at the end of each day. Held orders are an absolute necessity for us - our customers dont often pick up their goods for numbers of days. Was told that was how the system worked now and we would have to handle orders through back office which was unworkable. That was the last straw so finally decided to cancel the service on 11 April. Had paid our subscription up to 23rd April so expected access to the back office until that date so I could export data for customers for the financial year but they cut access immediately. Did not respond when I requested it be turned on for the balance of period for which I had paid. Was told we would be charged over $500 for the card reader unless it was returned within 45 days and they would send a reply paid envelope to facilitate this. 9 days later on 20th April I contacted customer service and they apologised and said I would receive it by 24th April. On 5th May I contacted Customer Service yet again and advised them I had still not received it and 24 days of the 45 days have gone already. I advised them that if they charged the over $500 I would be taking the matter up with Fair Trading. Once again an apology and an assurance my request would be fast tracked. I wait with baited breath. We now use Square and the system and the customer service is like a breath of fresh air. I very strongly advise potential users to reconsider
April 11, 2026
Unprompted review
Reply from Epos Now
Dear James,
We're sorry to hear about your experience. It's not what we want for our customers, and we want to make things right.
The issues you’ve described—from the removal of held orders to the early termination of your Back Office access—are not acceptable. We completely understand how frustrating this has been.
We want to urgently review your case and ensure your return envelope is issued before any charges are applied. We're having some trouble locating your account, so could you please provide your account information or preferred phone number?
We're sorry we’ve let you down, James. While we’re sad to lose you as a customer, we’re committed to fixing this fairly and promptly.
Kind regards,
The Epos Now team
Not worth using for off licence store
Not worth using for off licence store
Under 18 bank card not working this system
Customer buy chocolate & drink bank card not work
Epos customer care this problem not solved
May 5, 2026
Unprompted review
Reply from Epos Now
Hi Bhavin,
Thank you for leaving your feedback and we're sorry to hear you've had a frustrating experience, and we completely understand how disruptive a payment issue like this can be for your business.
The under-18 bank card restriction is a known challenge for age-restricted retail environments, and we're sorry this hasn't been resolved to your satisfaction through our support team. This is something we'd really like to look into further for you.
I have tried locating your account and have requested further information so we can look in to this.
Also you could get in touch with us directly at support@eposnow.com or call our support team, quoting your account details? We want to make sure the right person reviews your case and works with you to find a proper solution.
We value your business and want to make sure Epos Now works for your store.
Kind regards,
The Epos Now Team
Exceptional service from John H
John H maintained a clear, professional approach to my situation while being super friendly and very helpful. He resolved my issues showing empathy and respect and giving me as much time as I needed to feel confident in the services already being used and those being offered.
I originally called to follow up on a complaint I'd made about a sales agent, Connor Green, whom I could not recommend.
John H restored my faith in EposNow and rather than giving notice on the whole system, which is where I'd got to with Connor Green, I have signed up for new payment terminals and completed verification. The whole encounter took over an hour, but it was time well spent. I would highly recommend John H as a customer support advisor and hope that I'll get to speak to him again, should the need arise.
May 5, 2026
Unprompted review
Reply from Epos Now
Hi Sarah,
Thank you so much for taking the time to write such a detailed and heartfelt review and we really do appreciate it.
We're sincerely sorry that your experience with our sales team left you feeling so let down. That is not the standard we hold ourselves to, and please be assured your original complaint will be taken seriously internally.
What John achieved in that call is truly something special. To turn things around so completely — taking the time to listen, show genuine empathy, and help you feel fully confident — is exactly what great customer support looks like. We're so glad he was able to restore your faith in Epos Now, and it's brilliant news that you've signed up for new payment terminals.
We'll make absolutely sure John sees your wonderful words — he thoroughly deserves the recognition. And we'll do our very best to make sure your future experiences continue to reflect the standard he set.
Thank you for giving us the chance to put things right, Sarah. We're delighted to have you with us.
Warm regards,
The Epos Now Team
John was a big help today
John was a big help today. Very helpful and informative. In just a few minutes I learned a lot about our system. Thanks
May 5, 2026
Unprompted review
Reply from Epos Now
Dear Bill,
Thank you for taking the time to share your feedback. We’re pleased to hear that John was able to support you effectively and provide clear, informative guidance.
It’s great that you were able to gain a better understanding of your system in such a short time. We really appreciate you highlighting your positive experience.
Thanks again for your review,
Epos Now
Had a problem with my internet…
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 happen again. Hayden was really friendly and I didn't feel anything was too much trouble. Thanks to him all back up and running in no time.
May 5, 2026
Unprompted review
Reply from Epos Now
Dear Tina,
Thank you for taking the time to share your feedback. We’re glad to hear that Hayden was able to quickly resolve the issue with your internet connection affecting your tills, especially during a busy bank holiday period.
It’s great to know he provided clear troubleshooting advice and made the experience feel easy and supportive throughout. We really appreciate you highlighting his friendly and helpful approach.
Thanks again for your review,
Epos Now
AVOID AVOID AVOID!!!!
I have been a customer of Epos Now for approximately three weeks. During the first week, payments were processed and received without issue. However, in the second week, after applying for a bank account through EposNow I was informed that card transactions could no longer be processed due to an inability to verify our identity.
We are a registered limited company, and despite this, you are currently withholding £1,100 of our funds. This has now been ongoing for seven days.
I have contacted your support team every single day often waiting over an hour, sometimes up to two hours to speak with someone. Each time, I am told that the matter is being reviewed or escalated, with no clear update or resolution. I have also been told that senior management, including the CEO, is involved, yet no progress has been communicated to us.
Additionally, I have attempted to resolve this via live chat and email, but have received no response.
We have staff and suppliers to pay, and this situation is having a serious impact on our business operations and causing significant stress. The latest update suggests that your payment processor, Adyen, is responsible for resolving the issue, but again, no timeline or clear explanation has been provided.
At this stage, the lack of communication and delay in releasing our funds is unacceptable. I request an immediate written explanation for the withholding of our funds, along with a clear timeline for resolution.
I would strongly advise others not to use EposNow
May 5, 2026
Unprompted review
Reply from Epos Now
Dear Ritchie,
Thank you for taking the time to share your feedback. We fully appreciate how important this matter is, especially when it’s impacting your ability to manage day-to-day business expenses.
We have located your account and can confirm that your case is currently under review in line with required verification processes. Situations like this can involve additional checks with our payment partners, which may affect processing times, but we recognise the inconvenience this is causing and the need for clearer communication.
Our team is actively monitoring your case, and a member of the relevant department will be in touch directly to provide an update and support you through to resolution. If there’s anything further you’d like to add in the meantime, please feel free to share it via Trustpilot and we’ll ensure it’s picked up.
Thanks,
Epos Now
Aarya Dealt with my issue the same day…
Aarya Dealt with my issue the same day and then contacted me to make sure everything was working properly now.
May 5, 2026
Unprompted review
Reply from Epos Now
Dear Steven,
Thank you for taking the time to share your feedback. We’re pleased to hear that Aarya was able to resolve your issue promptly and followed up to ensure everything was working as expected.
It’s great to know the support felt thorough and reliable. If you need anything else, our team is always here to help.
Thanks again for your review,
Epos Now
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