Amazing customers service. As always, super polite, attentive, patient, kind. Everyone I have spoken to has been excellent. I can ring at anytime of the day, 7 days a week and they will pick up within... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We are using Grafterr for about 10 months and so far it’s been a good experience. The system is super easy to use. There have been a few small glitches but the Grafterr team is always available to he... See more
Company replied
Mac was really really helpful I cannot express enough how relieved and grateful I am he sorted all the problems. I changed to a faster internet and struggled to connect my printer and after 2 hours ev... See more
Company replied
One of the best customer services on the market at the moment. From the tech team to sales representatives and account manager Kaz. Even though tech team sometimes struggling to understand the situat... See more
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Company details
Written by the company
Offering everything from market leading ePOS, drag & drop website builders and online ordering to kitchen management, stock control and customer engagement tools, all interconnected, seamlessly sharing data and managed from a single platform.
Contact info
38 W Gorgie Parks, EH14 1UT, Edinburgh, United Kingdom
- 0131 564 1559
- info@grafterr.com
- grafterr.com
4.5
Excellent
219 reviews
Replied to 100% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Pawan has been an incredible help…
Pawan has been an incredible help today, he assisted us with all the quotes I had.
September 24, 2025
Unprompted review
Reply from Grafterr
Thank you for your kind words!
We’re so pleased to hear that Pawan was able to assist you with everything you needed. Your feedback means a lot to us.
Team Grafterr 💙
Whenever we need help
Whenever we need help, they are available 24hr for help with positive attitude as well as they are very friendly. Really good customer support from them.
August 23, 2025
Unprompted review
Reply from Grafterr
Thank you so much for your kind words! 🌟
We’re delighted to hear that our 24/7 support team has been able to assist you whenever needed. Providing friendly, reliable help is something we take great pride in, and it’s wonderful to know this makes a difference for you.
Best regards,
Team Grafterr 💙
Kind and helpful.
August 7, 2025
Unprompted review
Reply from Grafterr
Thank you so much for your kind words! We're really glad to hear you found our team helpful, that’s exactly what we aim for every day.
If there’s ever anything else you need, we’re just a message away.
Team Grafterr 💙
Amazing customers service
Amazing customers service. As always, super polite, attentive, patient, kind. Everyone I have spoken to has been excellent. I can ring at anytime of the day, 7 days a week and they will pick up within seconds. I have a list of problems and flaws as i a new to the system (Grafterr) and they will guide me through it or try and work out another route around the problem. Honestly, the best customer service team I've worked with, from British Gas to Costco
July 28, 2025
Unprompted review
Reply from Grafterr
Thank you so much for your kind words!
We're thrilled to hear that our support team has made such a positive impression, we work hard to make sure every customer feels supported, especially when getting started with the system.
We're always here, 7 days a week, to help however we can. Thanks again for the great feedback, it means a lot to the whole team!
Team Grafterr 💙
Great service
One of the best customer services on the market at the moment. From the tech team to sales representatives and account manager Kaz. Even though tech team sometimes struggling to understand the situation but they all done their best especially my account manager Kaz. System work fine with bigger screen, dashboard quite smart. However i believe the system need some major upgrade ( bluetooth printer instead of WLAN) but should work well if you have a properly setup system .
July 1, 2025
Unprompted review
Reply from Grafterr
Thank you for your detailed review! We’re so pleased to hear that you've had a great experience with our customer service team, and we’ll make sure to pass your kind words along to Kaz and the rest of the team.
We appreciate your honest feedback around the tech setup, your suggestions are noted and will be shared with our product team as we continue to improve.
We're committed to delivering a reliable and future-ready system, and it's great to hear that the platform works well for your business with the right setup.
Team Grafterr 💙
Perfect support
Perfect support! Easy to work with and explained everything along the way. Great system
July 3, 2025
Unprompted review
Reply from Grafterr
Thank you for the kind words!
We’re so glad to hear that you found the support helpful and the system easy to work with. It’s always our goal to make things as clear and smooth as possible for our customers.
Team Grafterr 💙
Jonathan is very quiet to respond he…
Jonathan is very quiet to respond he fixes issues promptly and efficiently from Grafterr
June 28, 2025
Unprompted review
Reply from Grafterr
Thank you so much for your feedback!
We're glad to hear that Jonathan was able to resolve your issues promptly and efficiently. We’ll be sure to pass your kind words on to him.
We appreciate your support and look forward to continuing to serve you with the same level of dedication.
Team Grafterr 💙
Quick response
Quick response, the problem is always solved and the customer service is fantastic!
June 25, 2025
Unprompted review
Reply from Grafterr
Thank you for the kind words!
We’re so pleased to hear our team was able to support you quickly and effectively. It’s great to know our customer service made a positive impact, we’re always here to help!
Team Grafterr 💙
Great customer service!
Great customer service, always available to help and resolve any issues. Kind and polite customer support team.
June 22, 2025
Unprompted review
Reply from Grafterr
Thank you for your lovely feedback!
We’re delighted to hear that our customer support team has been kind, polite, and helpful.
Providing great service is something we truly care about, and your words mean a lot to us.
Team Grafterr 💙
Undeveloped app, poor customer support. Give it a miss
Signed up back in November 24, received very limited onboarding or setup. Discovered that the POS app ONLY works on android tablets 10" and above after we signed up and was given a nonsensical reason that it does not work on a phone. Been promised they are 'working' on development for iOS since we joined. Have had multiple bugs and issues with menus not displaying, the app freezing, customer's being unable to order and generally unfriendly design.
I have lost track of how many times issues have been logged with Tech Support who only ever want to trouble shoot over video call in the middle of service, never read the tickets or messages and seem to cherry pick one issue at random despite requests to address all of them with zero consistency. Been requesting a call from an account manager for months and, when I finally got one, he then proceeded to disappear and stop replying despite promises to come back to me "by the end of today" which was last week. Emails to customer support do not get replied to and we have been paying for something that we feel was mis-sold to us.
Now looking at other providers as we have wasted £1000's on this buggy and undeveloped software. Regret signing up as it has cost us money, time and hindered sales.
June 17, 2025
Unprompted review
Reply from Grafterr
Hi Matt,
Thank you for taking the time to leave your feedback, and we're genuinely sorry to hear about your experience.
Grafterr supports thousands of businesses across the UK and beyond and our product roadmap is built around ensuring stability, scalability, and high performance for all clients. While we recognise every business has its own set of operational requirements, implementing new features — especially those not currently in our development pipeline — must follow structured iteration cycles and undergo extensive testing before rollout.
In your case, many of the points raised with our support team relate to new functionality requests to suit your way of working rather than bugs or issues your experiencing with existing software. And while we’ve submitted your requests to our product team, it's difficult to provide fixed timelines unless they are part of an approved roadmap. That said, we are actively testing a platform-agnostic version of our POS system — removing the Android restriction — and we’ll notify you the moment it’s available.
We also shared a preview of our upcoming online ordering redesign, which is full of brand new features and design improvements requested by clients like yourself, this will be launching very soon.
Regarding support, while we strive to offer timely and consistent service, we understand that you feel there has been communication gaps in your case, and that’s something we’re already reviewing and addressing internally. Your Account Manager has tried to reach out to your several times and our team are available 24/7, however, we always recommend that 1-1 support sessions are scheduled at practical times — trying to discuss technical issues in the middle of peak service hours rarely leads to productive outcomes.
We’re sorry that your experience hasn’t matched expectations, but we hope this gives a clearer view of how we operate and the reasons behind our processes. Your Account Manager has been in-touch to discuss how we can help moving forwards and our team remains available to assist you as always.
Best regards,
Team Grafterr
Dreadful Customer Service
Worst customer service, Obviously English wasn’t her 1st, 2nd or 3rd Language, rude & dreadful customer service.
June 7, 2025
Unprompted review
Reply from Grafterr
Hello Mark!
We’re really sorry to hear about your experience and appreciate you bringing this to our attention.
At Grafterr, we’re committed to providing a high standard of support to every customer. We take all feedback seriously and will review this internally to ensure any concerns are addressed appropriately.
If you're open to it, please reach out to us directly at customersuccess [at] grafterr.com so we can look into what happened and work to make it right.
Team Grafterr 💙
Reply from Grafterr
Thank you so much for your kind words!
We’re thrilled to hear that our team went above and beyond to support you, that’s exactly what we aim for.
Your support means a lot to us 💙
Team Grafterr!
Had brilliant help
Had brilliant help, and customer service.
Helped me through all my teething issues, and can't recommend enough.
May 27, 2025
Unprompted review
Reply from Grafterr
Thank you for the lovely review!
We’re glad to hear our team could support you through the initial setup and provide the help you needed. Your recommendation means a lot to us 💙
Team Grafterr
Outstanding technical support
I would specially like to thank Raj at technical support for helping me to set up the Wisepad 3, he has been very patient, professional and knowledgeable. 5 Star! ⭐
May 19, 2025
Unprompted review
Reply from Grafterr
Thank you for your fantastic feedback!
We’re so pleased to hear that our technical support team was able to assist you with setting up the Wisepad 3. It’s great to know the experience was smooth, helpful, and professional.
We appreciate the 5 stars! 💙
Team Grafterr
Speedy and all round great service
Speedy and all round great service
April 29, 2025
Unprompted review
Reply from Grafterr
Thank you for the kind words!
We’re glad to hear you had a speedy and smooth experience with our team. We’re always here to help and really appreciate your support! 💙
Team Grafterr
The man who helped us was so helpful he…
The man who helped us was so helpful he was patient and good And I give him Five star
March 22, 2025
Unprompted review
Reply from Grafterr
Thank you so much for your lovely feedback!
We’re delighted to hear that our team member was patient and helpful throughout your support experience. Your five-star rating means a lot to us! 💙
Team Grafterr
I would like to commend Jonathan for…
I would like to commend Jonathan for his excellent support. He was very friendly and patiently resolved issues we were facing with kitchen receipts and the card terminal not connecting to the Self Kiosk. I truly appreciate his patience and dedication in addressing our concerns. Thank you very much for your assistance..
March 10, 2025
Unprompted review
Reply from Grafterr
Thank you so much for your kind words!
We’re thrilled to hear that Jonathan was able to assist you effectively with the kitchen receipts and card terminal issues. We truly appreciate your recognition of his patience and dedication, we’ll be sure to pass your feedback along to him! 💙
Team Grafterr
A month since my last review, no change.
A month since my last review, still many unresolved issues, I'm refusing to pay until they actually do something about it but they've now blocked my access to my admin account.
Without a shadow of doubt all of the gleaming reviews on here are false.
Time to move systems I think, over £1000 wasted.
March 6, 2025
Unprompted review
Reply from Grafterr
Hi there,
We're truly sorry to hear about your ongoing experience and understand how frustrating this must be. This is absolutely not the standard of service we aim to deliver at Grafterr.
Please know that all reviews we receive (Positive or negative) are genuine customer experiences. We take every piece of feedback seriously and would really like the opportunity to investigate this further and make things right.
If you haven’t already, please email us at customersuccess [at] grafterr.com with your business name and contact details so we can escalate your case to the appropriate team.
We’re committed to resolving this as soon as possible.
Team Grafterr 💙
The patience and help of everyone…
The patience and help of everyone involved has been a huge relief in making our transition as easy and painless as possible.
March 6, 2025
Unprompted review
Reply from Grafterr
We’re so pleased to hear that our team could make your transition smooth and stress-free! Your feedback means a lot, and we’re always here to support you whenever you need us.
Thanks for choosing Grafterr! 💙
What an incredible team at Grafterr
What an incredible team at Grafterr. Very professional swift to respond to any query nothing is too big or too small, they always got your back.
Thanks @Raj for promptly resolving our POS issue. Honestly Grafterr is simply the best POS system with a solid team behind it. Team Grafterr all the way. Thank you
February 17, 2025
Unprompted review
Reply from Grafterr
Thank you so much for your kind words!
We're thrilled to hear that you've had a great experience with Grafterr and that our team, especially Raj, was able to assist you swiftly. Your support means the world to us, and we’re always here whenever you need us. 🚀
Team Grafterr
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