Upserve Reviews 144

I chat with the team to solve a issue with the printer kitchen and they resolved in 20 minutes.
A little bit of long wait to initiate the chat z

The Upserve support team is amazing. Patient, positive and knowledgeable. Good communication and consistent follow-through on the few occasions when there was not an immediate solution. Thank you for the 24/7 support!

They have the absolute worst customer service on earth. Sales will pick up after one ring, but if you are already a customer you will never be able to speak with a customer service rep. I do not believe they actually exist. I have called for a week straight and been on hold for hours with no answer ever. Still have not spoken to anyone in "customer service" because I do not believe it actually exists.

Absolutely horrendous customer service. I am on hour 7 of trying to get a hold of someone to help us with a printer issue that was a problem from the beginning of installation. A little back story: we converted to upserve right before shut down and had only been open for one day with our new POS. During that one shift the printer refused to print tickets and receipts. We sat on hold for an hour and a half with no resolution. Shutdown occurred and they continued to charge a monthly fee despite our POS being disconnected and our printer not working properly. We have been trying to open and I cannot get an apt with the customer service department. They feel I should be sitting at the bar waiting on their phone call even though the bar is CLOSED because the POS system will not work. We are filled staffed and full of inventory but cannot operate.

DO NOT SIGN WITH UPSERVE!!

Was having a problem getting something added to the menu and I used the chat and was able to get my problem resolved quickly.

A piece of our terminal was damaged and needs replacement. The Upserve support rep was super helpful on the phone. He looked up my device by serial number to determine if it was still under warranty. When he discovered it wasn't, he helped me with solutions to replace the broken item. I appreciate his patience and support!

Getting in touch with the on site technician was challenging and having an actual person available for training would have been ideal. Otherwise, it was smooth.

The upserve team was quick to sort out every issue that I have encountered, usually because i am new to this and there is some user error on my behalf, but now im running smooth.

I needed log in credentials for one of our Managers, Amanda K assisted me right away through live chat, she was fast, accurate and friendly!

The agent was extremely helpful in identifying the problem and finding a solution.

I have had some challenges with the start-up of a new POS system. The support team(s) have gone the extra mile to solve any issues I have. They are overwhelmed with all the restaurants reopening but have never made me feel rushed.

Literally the best customer service you can get

Good morning,
After being on hold for more than an hour I was able to get fantastic support from Christan my tech, if it were not for his skill and patience, I would find another platform.
Luckily for Upserve, Christian was able to help. Now, what happens when your info department receives my request and handles it in a timely manner is left to be determined. Which is how Upserve does business in general with an ethos of “let’s leave the paying customer hanging for as long as humanly possible, because, we’ve already got their money, and we will take a percentage with every sale they do”. It’s a very mafia mentality, like a carrion bird picking the bones of an already dead restaurant industry.

Just and update today is June 19th and as of now the so called “info” team hasn’t handled a single thing.
But I personally have now learned to code the menu matrix, it’s been two solid months of either being on the phone with or chatting with a tech associate every single solitary day. To try and get this semi useless pos to a functional situation and I am consistently baffled at the lack of useful interface. Wends I learned how how to program a subnet masks.to connect my ticket printers. Truly a time vampire that never stops eating my time and attention. Thank god I’m not trying to do business and have an unlimited amount of time and resources to devote to this blood sucking platform. Thanks info team, i sincerely doubt you exist. Maybe you are an existential ideal like time or harmony….

The customer service rep was amazing and very patient in helping me get logged into my back office account and rest my password.

Got the form I needed quickly and efficiently

Great software, has all the reporting information I need. Support staff are terrific.

Great customer service. I was having issues logging into certain aspects. I used the live chat and chatted with someone who was able to immediately fix the issue.

The customer service agents are spectacular. Every time I talk to them, they're pretty knowledgeable, and if they're not about something, they can find out the answer for ya! The only huge gripe I have about Upserve itself lately (not the agents) is that the wait times to get a person on the phone is ungodly long. Certain problems just can't be solved through typed conversations. I recently had connectivity issues with a wifi extender that had to be troubleshot (is that a word?). There's no way that could have been solved through an exclusively typed conversation.

Requested certified POS reports, 8, end of business on Friday, delivered Monday AM. Customer service reached out on Sunday...wow!

Although it took some challenges to get the operation up and running, as well to clarify on the Upserve administration side who is authorized to receive support, I was able to swiftly get my issue resolved.

My criticism would be on communication. There were so many misfires and unexplained steps in our rollout process that has lead to my review.