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
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.
Absolutely terrible customer service
Absolutely terrible customer service, we raised many support tickets WEEKS ago and they haven't even started working on them. They acknowledged that they had a problem in their system which was preventing from getting these tickets assigned, and after a couple of weeks they haven't fixed it. I sent countless emails, to no avail, they just won't answer our support requests.
Also, they always have problems, every week, with the processing of the transactions so you look at your sales report and it's frozen for several hours, to the point that we can't even make the end of the day cash reconciliation. The support phone is a joke, they can keep you on hold for hours. I've never seen something like this, we're going to cancel our contract due to their repeated breach of the support obligations and the disastrous quality of their systems overall.
May 8, 2026
Unprompted review
Reply from Epos Now
Hi David,
I'm truly sorry to hear about the ongoing difficulties you've experienced with our support service and reporting systems.
Weeks without progress on your tickets, combined with delays in transaction processing, is completely unacceptable and not the standard we expect to deliver. I understand how frustrating this has been, particularly when it's affecting your daily cash reconciliation.
I'd like the opportunity to review this issue and investigate it fully. At this moment in time I'm unable to locate your account based on the details currently however if you could respond to our request for further information via Trust Pilot we can then begin resolving the issue. We will be in touch as soon as possible.
Thanks,
Epos Now Customer Experience Team
AVOID Honestly if it’s wasn’t so…
AVOID Honestly if it’s wasn’t so difficult to leave I would have left years ago, it’s just a huge upheaval we can’t afford. Wish we never signed up. People are pleasant but software is terrible, doesn’t sync, complaints not handled/ handled badly and you have to pay for every connection made through eposnow, everything is an added extra even though the syncing doesn’t work not sure what I’m paying for. Can’t get through on telephone on hold for over 30 minutes the last three days pushing webchat which I’ve used for 3 days but they can’t help and said I need to phone. Just going round in circles. Raised a complaint over a year ago on a different matter which is not resolved and no holding letter or follow up unless I chase it. On telephone now holding for 15 mins so far which prompted me to write this review.
May 8, 2026
Unprompted review
Reply from Epos Now
Hi Melissa,
I'm really sorry to hear how frustrating this has been. Being stuck on hold, pushed between phone and webchat without resolution, and having a complaint unresolved for over a year is not the level of service we want for any customer.
We have located your account and we are investigating the issues currently. I can see you have a case that's been escalted to our tier 2 team. I'm working with them to ensure they identify what has occured and to then provide a swift resolution.
We will reach out as soon as possible and we appreciate your patience.
Thanks,
Epos Now Customer Experience Team
SHOCKING customer support!!!
SHOCKING customer support!!!! put on hold, don't call back, pointless questionaire???? then call terminates TWICE!! politely asked if we get cut off, please call back, didn't do so. Issue still not resolved. Would drop like a hot rock if it was my company. SORT YOUR STAFF OUT!!!! THEY ARE A DISGRACE!!!!
May 8, 2026
Unprompted review
Reply from Epos Now
Hi Ady,
I'm really sorry to hear about your experience with our support team. Being left on hold, and not receiving a callback is frustrating and falls well below the standard we expect to deliver.
I've personally investigated this and found where the issues occured. We are addressing them right now however I want to let you know we've also reached out and spoken with someone from your team. The callback has been arranged for Monday. Rest assured we will get this resolved.
I appreciate your patience and understanding whilst this is being worked.
Thanks,
Epos Now Customer Experience Team
I am so impressed with the speed and…
I am so impressed with the speed and efficiency of the EPOS Now support call. I didn't have to wait long to be connected, and the agent Max Devlin knew exactly how to address my inquiry immediately. Truly top-tier service that understands the needs of business owners.
May 8, 2026
Unprompted review
Reply from Epos Now
Hi,
Thank you for such a fantastic review! Speed, efficiency and getting straight to the point — that's exactly the kind of support every business owner deserves, and we're thrilled to hear Max delivered all of that for you.
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
I had the pleasure of speak with Jack…
I had the pleasure of speak with Jack Bramwell in technical support at Epos Now.
We had to do full set up of tills & card machines.
Jack was absolutely brilliant, full of knowledge, very polite and happy to help with everything I needed.
Making what could have been a stressful situation seamless and fun!
Extremely happy with the customer service.
Big thank you to Jack he is a brilliant asset to your team.
May 7, 2026
Unprompted review
Reply from Epos Now
Hi Amy,
Wow, thank you for such a glowing review and this really did put a smile on our faces!
A full setup of tills and card machines is no small task, so we're absolutely delighted to hear that Jack made the whole process seamless and even fun! Knowledge, politeness and a great attitude all in one — he really is a brilliant asset to the team, and we'll make sure he knows just how much you appreciated his help.
Thank you for choosing Epos Now, Amy. We're here whenever you need us!
Warm regards,
The Epos Now Team
Support rep Lily Miles
Lily Miles, the Epos support rep was excellent. She handled an unusual issue with courtesy and professionalism.
May 8, 2026
Unprompted review
Reply from Epos Now
Hi Howard,
Thank you for the lovely review! Handling an unusual issue with courtesy and professionalism is exactly the kind of support we strive for, and it sounds like Lily delivered just that.
We'll make sure she sees your kind words. Thanks for choosing Epos Now — we're here whenever you need us!
Warm regards,
The Epos Now Team
Mohit was extremely helpful
Mohit was extremely helpful! Handled my questions professionally and was patient. Thank you!
May 8, 2026
Unprompted review
Reply from Epos Now
Hi Ellie,
Thank you for the lovely review! We're so pleased to hear Mohit handled your questions professionally and with patience.
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
£1500 Unauthorised Payment
£1500 Unauthorised Payment
I thought it was such a big relief that I could escape from this awful company although I didn’t get any refund.
1 month after closing account with them, Today they made unauthorised payment £1500 from my bank account. This is so unacceptable. Why are you doing this to me?
This is causing me so much stress. I have been on held over the phone for an hour now. No answer from transaction team. This is very ridiculous. You charged me, hold my money, and maybe will take 15 days to refund without my authority?
May 8, 2026
Unprompted review
Reply from Epos Now
Hi Gridsanawadee,
I'm truly sorry to hear about this experience. Having an unexpected payment taken from your account after closing is completely unacceptable, and I understand how stressful and frustrating this must be for you especially when the sum is so large.
We've located your account and can see you spoke with our colleague on live chat. We are raising this as a high priority to investigate and we will liase with our team who you spoke to previously to understand why this was charged and how we can resolve it and ensure the funds are returned.
Once we have done this we will be calling to provide you an update to the situation.
Thanks,
Epos Now Customer Experience Team
Excellent Comunication throughout
Excellent Comunication throughout. Politely spoken to called me back when they sead they would.
April 24, 2026
Unprompted review
Reply from Epos Now
Hi Nigel,
Thank you for the great review! Doing what we say we'll do, especially calling back when promised is something we pride ourselves on, so it's really good to hear that came through.
Thanks for choosing Epos Now. We're here whenever you need us!
Warm regards,
The Epos Now Team
Tyler E was excellent! Thank you!
Tyler E was excellent! All I needed to make my day smoother and my business flow better and more efficient.
In a world where AI took over customer service and made customer experience terrible and difficult, it was a bliss to have Tyler E. helping me.
Big corporations need to start understanding that cutting costs by using automated AI services makes the customer experience terrible. Businesses need efficiency, and having an AI giving us a written manual of step-by-step guide for customers to sort out their problems by themselves is frustrating, time-consuming, unpleasant, and impersonal.
We must go back to personally tailored human-based customer interactions!!! Urgently!!
May 8, 2026
Unprompted review
Reply from Epos Now
Dear Cecilia,
Thank you for such inisightful feedback — it's clear that your interaction with Tyler made a real difference to your day, and that means a great deal to us.
Your point about human-centred customer service really resonates, and it's something we care about deeply. Knowing that Tyler delivered exactly that — the personal touch — is something we're really proud of. We'll make sure he knows just how much his support was appreciated!
We hope things continue to run smoothly for you, and please don't hesitate to reach out if you ever need assistance in the future.
Thanks,
Epos Now
Issue Resolved, But Customer Service Needs Improvement
I was initially extremely disappointed with my experience dealing with Epos Now Payments.
I entered into the agreement based on information provided during the sales process regarding delivery and implementation of the payment system. After signing, I was informed there were stock shortages and delays that had not been clearly communicated beforehand. This caused significant frustration and confusion, especially as inaccurate information was later provided by James Byford regarding the delivery status of the equipment.
At the time, no payment machines had been delivered, no payment services had been activated, and no transactions could be processed, despite charges still being discussed under the agreement.
However, I do want to acknowledge that the issue has now been resolved thanks to the assistance of another representative who handled the matter professionally and brought it to a satisfactory conclusion.
While I appreciate that the situation was eventually sorted, the overall experience highlighted serious issues with communication, transparency, and internal handling of customer concerns. My dealings with J**** B******* in particular were disappointing due to the inaccurate information provided throughout the process.
I would strongly advise other businesses to ensure all delivery timescales, stock availability, fees, and contractual obligations are clearly confirmed in writing before entering into any agreement.
May 8, 2026
Unprompted review
Reply from Epos Now
Hi Stephen,
I'm truly sorry to hear about your experience. Being given incorrect delivery expectations during the sales process, and then facing charges for a service you've never received, is completely unacceptable especially when you've just joined. This is not the standard we hold ourselves to, and I can understand your frustration.
I've located your account and have done a full investigation as I can see you've already spoken with our complaints team. We'll be in touch shortly to provide a resolution.
Thanks,
Epos Now Customer Experience Team
Thank you very much Max for you…
Thank you very much Max for you help...very professional...really appreciate it.
May 8, 2026
Unprompted review
Reply from Epos Now
Hi Veronica,
Thank you so much for taking the time to share this. We're really pleased to hear that Max provided such professional support. He's new to the team so it's great to see him doing so well and helping our customers.
We'll make sure he knows his help was appreciated.
Thanks,
Epos Now Customer Experience Team
DO NOT DEAL WITH THIS COMPANY
DO NOT DEAL WITH THIS COMPANY! so this is my 3rd review. I have had the most awful treatment from Eposnow. This is all because of their new, compulsory, card system, where they either force you to take up the system or charge you an additional £89+ vat, on top of existing fees, for not doing so. I was initially love bombed into the system, which then quickly turned into gaslighting and rudeness, was genuinely spoken to like rubbish by one of the managers, of course this was once I eventually got to speak to one as they hide behind the customer svs people and only allow a 'call back' if deemed appropriate! Because of my Trustpilot reviews, I have been passed 'up' a management level, which seemed promising and they offered to allow me out of the card system contract, however I will still be liable to pay £89+ vat a month for not having the card machine, they also offered 6 months of not paying the £89 vat charges but this basically is not getting charged for 6 months for something that it was forced on to us, for a no additional product and then resuming having to pay £89+ after the 6 months - this is very much a 'non' offer. I have made my feelings clear on this offer and the 'niceness' has slipped.
This may seem flippant but please, if you do not have a couple of months to spare fighting a losing battle, being treated so poorly by a company who just add rules willy nilly and up payments by over 300% without needing your permission, do not sign up or continue with company. For the sake of your mental health (and bank balance) STAY AWAY FROM THIS COMPANY
May 8, 2026
Unprompted review
Reply from Epos Now
Hello,
I'm sorry you have had this experience with us recently, as a long term customer who has been with us for 10 years, we truly appreciate your custom.
We want to reinforce to you that we are in fact looking into this issue and rest assured we will reach out to you today to address this for you.
Please await our contact, I hope we can come to a positive outcome together.
Thanks,
Epos Now.
Cameron was helpful and friendly and…
Cameron was helpful and friendly and sorted out our issues 👍
May 8, 2026
Unprompted review
Reply from Epos Now
Hi Garry,
Thank you so much for your positive review of our support agent, Cameron! He is a fantastic member of the team who is always on hand to give our customers the best possible experience!
Thanks,
Epos Now.
Patient and knowledgeable
Agent clemente was very patient and clear. Resolved all of my questions and concerns
May 7, 2026
Unprompted review
Reply from Epos Now
Hi Ricardo,
Thank you for the kind words! We're really pleased to hear that Clemente was patient, clear and made sure all of your questions and concerns were fully resolved.
We'll make sure he sees your review. Thanks for choosing Epos Now — we're here whenever you need us!
Warm regards,
The Epos Now Team
Rachel was extremely knowledgeable and…
Rachel was extremely knowledgeable and was able to quickly help with the changes I wanted to make in my system.
May 7, 2026
Unprompted review
Reply from Epos Now
Hi Karemjeet,
Thank you for the great review! We're glad Rachel was able to get your system changes sorted quickly and efficiently.
We'll make sure she sees your kind words. Thanks for choosing Epos Now — we're here whenever you need us!
Warm regards,
The Epos Now Team
Reply from Epos Now
Hi,
Thank you for the lovely review! We're so pleased to hear that Riku made such a great impression during your training.
We'll make sure she sees your kind words and we're lucky to have her on the team! Thanks for choosing Epos Now.
Warm regards,
The Epos Now Team
Great meeting Alicia all the best with…
Great meeting Alicia all the best with other trainees. Thank you for training me today.
May 8, 2026
Unprompted review
Reply from Epos Now
Hi Sheree,
Thank you for the lovely review! We're so pleased to hear your training session with Alicia went well — we'll make sure she sees your kind words and well wishes.
Best of luck putting everything into practice! We're here whenever you need us.
Warm regards,
The Epos Now Team
Mikell was amazing
Mikell was amazing! We had great communication and he was super friendly and understanding. My issue is with EPOS! I have had multiple issues and they even sent it to Tier 3 investigation 3 weeks ago and I’ve had 0 updates. I’ve called every monday when we’re closed so I could have time to work with them but I’ve been told everytime that they can’t do anything because it’s Tier 3. Yesterday when I talked to Mikell, I needed to be able to do a manual credit card because we had an event. Unfortunately, the pay by link is still not a manual transaction. It has to send a code to the card holder and then they have to get me the code in order for the payment to go through. That’s not a manual transaction! Again, Mikell was great. He did everything right and tried to help me but unfortunately EPOS is just not doing anything to help me with my business. I’m probably going to have to look elsewhere for a pos system if this can’t be resolved soon. I have another huge event (250,000 people) coming up on July 4th and I can’t have these issues moving forward.
May 7, 2026
Unprompted review
Reply from Epos Now
Hi Aubrie,
Thank you for taking the time to share this, and we're so glad to hear that Mikell provided the friendly and understanding support you deserved — we'll make sure he sees your kind words.
However, we are truly sorry that the wider situation with your account remains unresolved. Three weeks without an update on a Tier 3 investigation is not acceptable, and we completely understand your frustration — especially with a major event of 250,000 people coming up on July 4th. That is a significant deadline and we take it seriously.
We would like to escalate this urgently and ensure you receive a proper update on your case without further delay. Please contact us directly at support@eposnow.com with your account details and we will make sure this is picked up at the right level immediately.
We do not want to lose you as a customer, Aubrie, and we are committed to getting this resolved well ahead of your July event.
Kind regards,
The Epos Now Team
Finally a first class service !!!
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 in the first instance.
He got my refund immediately sorted and passed through to the relevant department and it was actioned within 30 minutes. He also ensured the correct paperwork was completed to stop any future issues occurring.
May 7, 2026
Unprompted review
Reply from Epos Now
Hi Michael,
Thank you so much for taking the time to leave this review, and we're really sorry to hear you had to go through such a frustrating experience before reaching Keir.
It's wonderful to hear that he was able to turn things around so decisively and getting your refund sorted within 30 minutes and making sure the right paperwork was in place to prevent any recurrence is exactly the standard every customer deserves from the very first call.
We'll make sure Keir sees your kind words — he thoroughly deserves the recognition. And we'll use your feedback to make sure customers aren't passed around unnecessarily in future.
Thanks for sticking with us, Michael. We really appreciate it.
Warm regards,
The Epos Now Team
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