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
Company replied
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.
I was very satisfied with helping sort…
I was very satisfied with helping sort out problem with Till and printers.
Help line member replied straight away for my phone call and fixed all issues.
Frank was very helpful and professional.
Thank you.
March 9, 2024
Unprompted review
Reply from Grafterr
We're thrilled to hear about your positive experience with our support team!
It's great to know that the issue with your till and printers was resolved efficiently.
Your satisfaction is our top priority, and we're grateful for your acknowledgment. Thank you for taking the time to share your feedback with us.
Team Grafterr
Extremely pleased and satisfied
I was assisted by Arqam and was extremely pleased with his performance. He was considerate, efficient and went out of his way to be helpful. He made my experience with Grafterr, which has already been very good, all the more pleasant with his guidance.
Their software is very friendly to use and hardware is highly recommended from me. The website they created for my Restaurant is very well designed and working with them has been easy.
- Dumdaar Restaurant
March 8, 2024
Unprompted review
Reply from Grafterr
We're delighted to hear about your wonderful experience with Arqam and our services at Grafterr!
We're thrilled to have contributed to making your experience even more enjoyable. Your endorsement of our user-friendly software, reliable hardware, and the bespoke website we crafted for Dumdaar Restaurant means a lot to us.
We aim to keep our collaboration smooth and impactful. Thank you for sharing your positive feedback and for recommending us.
Team Grafterr
Appalling company - avoid at all costs
Appalling company.
Do not use this company, they only like you if you aren't British and therefore have loads of money to spend.
They make so many false promises upon sign up and then you're left with a till system that you cannot use and the support team just close your requests without doing them. They keep your money which you pay on day 1.
March 6, 2024
Unprompted review
Reply from Grafterr
Our sincerest apologies for any difficulties you've encountered. After a thorough check, your account shows no signs of issues on our side.
You've been utilizing our Freemium plan since the beginning, which excludes you from our paid services and premium support but still provides access to essential features.
We aim to deliver outstanding support to all users, including those on our free plan, and have addressed the one support ticket submitted by you.
There might have been some confusion regarding the hardware you've acquired and the software services we offer. Please check our terms and conditions for clarity on how our POS systems operate.
Despite these points, our team remains dedicated to swiftly and efficiently resolving any issues you may encounter while using our free services. Please feel free to reach out to us via email if you have further questions or concerns.
We appreciate your understanding and cooperation.
Best regards,
Team Grafterr
STAY AWAY FRAUDS!!
If I could give zero stars I would. Please learn from me STAY AWAY FROM THIS COMPANY AT ALL COSTS. They will hold your money and give you numerous excuses as to why they are holding it. All baseless lies. They are scammers and fraudsters who care only about their selfish interests and not of their consumers. FRAUDS!!! Stay away from them. They have removed themselves from the financial conduct authorities so there is no one to run to when they unlawfully hold your money. So before you decide to use them beware that even the ombudsman cannot help you.
November 10, 2023
Unprompted review
Reply from Grafterr
We are genuinely sorry to hear about your dissatisfaction regarding the payout process.
Please rest assured that the additional security verification and documentation requests initiated by our compliance department are standardized practices, particularly for transactions of substantial value.
These protocols are designed to deter fraudulent activity and ensure the safety and security of all our clients' assets. While we recognize that these necessary precautions can lead to temporary delays, their role in upholding a secure transactional framework cannot be overstated.
In our efforts to assist you further and address your concerns, we have sought additional information to accurately identify and assess your account details. We kindly ask that you respond with the requested information so we can expedite a resolution to your situation. Your patience and comprehension in this matter are greatly appreciated.
Warm regards,
Team Grafterr
I was assisted by Neil Johnson he was…
I was assisted by Neil Johnson he was absolutely great. Did not make me feel a bit nervous or silly. His step by step instructions helped me understand the system
March 4, 2024
Unprompted review
Reply from Grafterr
We're thrilled to hear about your positive experience with Neil!
Providing clear and helpful assistance is what we aim for, and we're glad to know that Neil's step-by-step instructions helped you understand the system better.
If you have any more questions or need further assistance, feel free to reach out anytime. Thank you for choosing Grafterr!
Team Grafterr
Excellent customer service
Excellent customer service, having a 24/7 support is the highlight. I’d like to specifically mention that Sagarika has always been my go to person at Grafterr, she is extremely helpful, prompt and knowledgeable.
March 3, 2024
Unprompted review
Reply from Grafterr
Thank you for your kind feedback! We always strive to provide friendly and helpful assistance to our customers.
If you have any more questions or need further assistance, feel free to reach out anytime. Thank you for choosing Grafterr!
Team Grafterr
Reply from Grafterr
Thank you for your kind feedback! We always strive to provide friendly and helpful assistance to our customers.
If you have any more questions or need further assistance, feel free to reach out anytime. Thank you for choosing Grafterr!
Team Grafterr
Top notch service
Top notch service, wa sso patient and fixed my issue straight away professionally:)
February 22, 2024
Unprompted review
Reply from Grafterr
We're delighted to hear that you had a positive experience with our service! Providing top-notch support to our customers is our priority.
If you ever need assistance again, don't hesitate to reach out. We're here to help!
Team Grafterr
Great customer service.
February 20, 2024
Unprompted review
Reply from Grafterr
Thank you for your kind words about our customer service! We strive to provide excellent support to all our customers.
If you have any further questions or need assistance, please feel free to reach out. We're here to help!
Team Grafterr
Reply from Grafterr
Thank you for your kind words about our customer service!
We strive to provide excellent support to all our customers. If you have any further questions or need assistance, please feel free to reach out.
Thank you for choosing Grafterr!
Reply from Grafterr
Thank you for your feedback! Having dedicated support like Pavan makes a big difference in ensuring smooth operations.
If you ever need assistance or have any questions in the future, don't hesitate to reach out. We're here to help!
Team Grafterr
Tech support are 101% knowledgeable and…
Tech support are 101% knowledgeable and relentless in fixing any issues.in my kiosk. I am very happy with the level of support received 🙂
February 15, 2024
Unprompted review
Reply from Grafterr
We're delighted to hear that you've had such a positive experience with our tech support team!
Ensuring that our customers receive top-notch assistance and prompt resolution of any issues is our priority.
If you ever need further assistance or have any questions, don't hesitate to reach out. We're here to help.
Team Grafterr
⭐️⭐️⭐️⭐️
⭐️⭐️⭐️⭐️
I've had a mixed experience with Grafterr, and I want to acknowledge the exceptional work of Ben and the positive impact he has had on our projects. His dedication and performance have been nothing short of excellent, earning a solid 5 stars.
However, I must express my concern about the commitment and effort on the other side of the team. There's room for improvement, and I believe with a bit more dedication, the entire team can reach its full potential.
Giving a fair assessment, I'll award Grafterr 4 stars, with the hope and promise that I see the commitment and effort growing stronger in the future. I appreciate the positive contributions and look forward to the continuous improvement of the team.
Emilio
CEO
Bravo Food Limited
February 13, 2024
Unprompted review
Reply from Grafterr
Thank you for your feedback, Emilio!
We also appreciate your honesty regarding the areas where we can improve. Rest assured, we take your feedback seriously and will strive to enhance our commitment and effort across the entire team to meet your expectations fully.
Your acknowledgment and constructive criticism are invaluable to us, and we're committed to continuous improvement.
Thank you for your partnership, and we look forward to serving you even better in the future.
Team Grafterr
Neil Johnson is a very kind and helpful…
Neil Johnson is a very kind and helpful customer service advisor. He takes care of customers, understands their needs and quickly resolve whatever technical issues. Restoland thinks that this gentleman should get a promotion at Grafterr and well-rewarded. Please increase his pay! He will certainly help retain customers.
Restoland Team
February 12, 2024
Unprompted review
Reply from Grafterr
Thank you for your kind words and feedback regarding Neil Johnson's exceptional customer service.
If you have any further questions or need assistance, please don't hesitate to reach out.
Team Grafterr
Very good
My experience with their support team is good, they tried to get my problems sorted out at the same day. I have no problem with their epos so far.
February 10, 2024
Unprompted review
Reply from Grafterr
Thank you for sharing your experience with us! We're glad to hear that our support team was able to assist you promptly and effectively.
If you ever encounter any further issues or have any questions, feel free to reach out to us.
We're here to help!
Team Grafterr
Reply from Grafterr
Thank you for your feedback! We're pleased to hear that you're satisfied with our service.
If you have any further questions or need assistance, please don't hesitate to reach out. We're here to help!
Team Grafterr
Ben was great today
Ben was great today, he started by explaining what he was going to do so i knew. He then tried a couple of think first to see if this sorted the problem but then had do a big change but he kept in constant contact and guided me very clearly and sorted the problem and got the till all set up again
February 7, 2024
Unprompted review
Reply from Grafterr
We're glad to hear that Ben provided you with great service! It's fantastic to know that he communicated clearly and effectively throughout the process, ensuring that the issue was resolved and your till was set up again.
If you have any further questions or need assistance in the future, please feel free to reach out.
We're always here to help!
Team Grafterr
Lost £1000 of my money from 19th…
Lost £1000 of my money from 19th January… it’s now the 6th of January!
I changed my bank account and updated the app with the new credentials, I thought that was that, then a few days later I opened a ticket on the app because they are a ‘ no call company’ they said the money hadn’t been transferred into my new account because it wasn’t verified.
I asked them to please verify it then! So they did, or so they say they did.
I have spent days waiting for responses from tickets only to be given the same message, ‘you have the funds, it left out account on the 25th January’
After a lot of stress and phone calls to the middle of Asia they have managed to email me an image of a screenshot proving that the funds have indeed left their account. I’m not interested in the fact that it’s left their account it still hasn’t landed in mine!!
I’m at a lost cause, I’ve called my bank and they have asked for the FASTER PAYMENT ID. But Grafterr still haven’t given me the ID.
Update 12/02/24
I have spoken with my bank today and they cannot find anything matching the trace ID given, they say it is invalid.
Like I have stressed and proven numerous times the money has not landed in my account.
If you verified my account like you say you have surely the details must’ve matched up?
Can you give me, the account holder the full account details of the actual account the money was sent to? I know you have sent me xxxx#### but I need to see the full number… the funds must have bounced back into a holding account as it isn’t in mine!
I need this case escalating asap I do not have the funds to make my own mortgage payment this month, putting my entire credit status at risk!
I’m getting no help or support from your company just the same message! ‘Speak your bank’,
I have and there’s no trace of the payment
IF THE ACCOUNT WAS VERIFIED, SHOW ME THE FULL DETAILS!
13/2
After reading reviews further down please can you get Niel Johnson to give me a call. If not Niel anybody. Having a ‘No call policy’ is not suitable when you your customer is in such distress! Waiting days between messages via the ticket system is not good enough !
Now 10/03…. This has been going on since 19/01
Still not resolved and my money is still being held in Grafterr’s sundry account.
I have given them screenshots of my bank accounts and because that wasn’t enough I have given them full printouts of my accounts, now they want written confirmation from my bank that I haven’t received the funds!! To which I am still waiting for.
Surely you can see the exact figure that has been returned to your sundry account and match it to the amount that I have been denied for almost 2 months I don’t know about you Mr Bhas Kalangi but £1000 is a lot of money to me! Can you get this case resolved ASAP!
Grafterr emailed me on 12th March And confessed that they had paid my hard earned money into somebody else’s account…
4th April today and still not heard back from them. Lost for words!!
8th April I received an email informing me they are closing the case because they have been unsuccessful in retrieving my money!!!
So I’m supposed to say ‘ don’t worry it’s only £1000 thanks for trying… ‘
Not a chance, I will not give up until Grafterr pay the money into my account even if they can’t retrieve it from the lucky bugger they have paid by mistake.
February 6, 2024
Unprompted review
Reply from Grafterr
Firstly, we sincerely apologize for the inconvenience and distress caused by the issue with your payout. We understand how important it is for our clients to receive their funds promptly and the frustration when that doesn’t happen as expected.
Upon reviewing your case, we confirmed that a payout was indeed processed and sent to the updated bank details you provided on 29th January 2024. Our compliance team has been in constant communication, providing all necessary details to assist in resolving this matter with your bank.
We acknowledge your request for the Faster Payment ID and have taken steps to provide all requisite information, including the Trace ID, to aid your bank in locating the payout. We’ve been informed that the discrepancy might be resolved by directly liaising with your bank's transfers or treasury department, as advised by our payment processing partner, Stripe.
We process thousands of payments to our customers daily, and while issues are rare, they typically stem from third-party factors, such as banks or financial regulators, rather than from our systems directly. Rest assured, we are committed to seeing this through until we confirm that your payout has been received and have identified the cause of the delay.
Thank you for your patience and understanding.
Warm regards,
Team Grafterr
--
IMPORTANT NOTE: Please be advised that, due to strict confidentiality and security protocols, we are unable to share or discuss detailed account information publicly on a review platform.
We urgently request that you continue communication through our internal support system, where we can securely verify and address your concerns. Rest assured, we have notified our team to prioritize a swift and comprehensive response to your case and give you the call back.
Thank you.
They hold on to your money
They hold on to your money - still no payout - not as advertised. I have had to cancel a major fair as I cannot trust this company will payout any transactions. READ OTHER ONE STAR REVIEWS. If you are like me and only do trade fairs several times a year as a hobby trader you could find yourself out of funds if you have had to put up a significant outlay to trade. All verifiations had beed done at sign up. This company is either a sham or totally amateur in its operations. I will go back to SumUp
February 4, 2024
Unprompted review
Reply from Grafterr
I'm genuinely sorry for any inconvenience you've experienced. We strive to maintain transparency and integrity in all our operations, ensuring our services are reliable and trustworthy.
Regarding your situation, it's important to note that, in compliance with PCI DSS standards, using your own card to process transactions is identified as "Card Cashing Fraud" which is against our terms of service. This measure is in place to protect all parties from potential financial risks and fraud.
We are prepared to refund your transaction amount to your credit card as soon as we receive your email confirmation. Following this, we will proceed with closing the account in accordance with our policies.
Our team is committed to resolving this matter swiftly and efficiently. Please reach out to us directly via email to confirm the refund process or if you have any further questions.
We appreciate your understanding and cooperation.
Best regards,
Team Grafterr
Employees were very helpful and…
Employees were very helpful and friendly.
February 2, 2024
Unprompted review
Reply from Grafterr
We're thrilled to hear that our team provided you with helpful and friendly service!
If you have any further questions or need assistance, please don't hesitate to reach out.
We're here to help!
Team Grafterr
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