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
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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
- #6 of 11 best companies in Eftpos equipment supplier
- #10 of 18 best companies in Card processing service
- #38 of 60 best companies in Payment service
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.
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
11 April 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
5 May 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.
5 May 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
5 May 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.
5 May 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
5 May 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.
5 May 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
New to Epos Now
New to Epos Now - had issues to set things up , after a quick call Mohit at tech tech help was paitent and very helpful. Within 10 minutes got me back on track.
5 May 2026
Unprompted review
Reply from Epos Now
Dear Stuart,
Thank you for sharing your feedback. It’s great to hear that Mohit was able to get you back on track quickly and provide patient, helpful support during your setup.
We’re glad your experience improved with that quick call. If you need any further assistance as you get started, our team is always here to help.
Thanks again for your review,
Epos Now
Tyler Evans - Super Helpful!
Needed help and guidance and Tyler Evans - Customer Support Consultant was very efficient!
5 May 2026
Unprompted review
Reply from Epos Now
Dear Kyle,
We appreciate you taking the time to leave your feedback. It’s great to hear that Tyler provided efficient support and clear guidance when you needed it.
We’re glad your experience was a positive one. Please don’t hesitate to reach out if you need any further assistance.
Thanks again for your review,
Epos Now
Mohit was amazing at sorting out my…
Mohit was amazing at sorting out my problem . highly recommend
4 May 2026
Unprompted review
Reply from Epos Now
Dear Michael,
Thank you for sharing your feedback. It’s great to hear that Mohit was able to resolve your issue and leave such a positive impression.
We’re pleased you had a smooth experience and truly appreciate your recommendation. If you ever need any further assistance, our team is always here to help.
Thanks again for your review,
Epos Now
John H helped me set up our new card…
John H helped me set up our new card terminals, everything was straightforward and easy to understand. Also went through different procedures with me so we know how to process refunds and end of day reports.
5 May 2026
Unprompted review
Reply from Epos Now
Dear RSPCA Northamptonshire,
We appreciate you taking the time to share your feedback. It’s great to hear that John H made the setup of your new card terminals clear and straightforward, and that he was able to guide you through key processes like refunds and end-of-day reporting.
We’re pleased the experience was smooth and helpful for your team. If you need any further support, our team is always happy to assist.
Thanks again for your review,
Epos Now
This company has been hard work during…
This company has been hard work during our time with them. Consistent invoicing & support issues, and now support for our card provider stopped with very little notice, it’s the constant calls with no talking, and hanging up - or emails after more subscriptions, or failure to advise software updates. They’re just not bothered. But not addressed the intergration for our income. Dismal.
5 May 2026
Unprompted review
Reply from Epos Now
Dear D. Humphries,
Thank you for taking the time to share your feedback. We recognise how important reliable support and clear communication are, and it’s evident this experience has caused ongoing frustration.
We have been unable to locate your account based on the details provided. To help us look into the invoicing, support interactions, and integration concerns you’ve raised, we’ve sent a request via Trustpilot for some additional information, such as your registered email or account name.
Once we receive these details, our team will review everything thoroughly and follow up with you directly to work towards a resolution. We’re here to ensure this is addressed as quickly as possible and provide the support you need.
Thanks,
Epos Now
Dirty Sales Tactics
I telephoned Epos Now a month ago in concern about a 2x£89 plus VAT charges made from our usual £40 subscription charges. Epos now have made these charges without consent. I called in to complain.
Epos now passed my call around several agents and finally ended up with sales trying to force us onto their card payment services. I declined at first but the sales told me to accept the card machine FOC and return it if its not suitable. I requested to see a contract confirming the comission charges etc. They assured me that it will come AFTER the card machine is ordered FOC no obligtions etc. Now seeing all the other reviews on trust pilot I realised that i have been scammed.
Passing this to the solicitors to fight.
DO NOT work with with Epos Now. Unethical company breaking all sorts of rules to push customers onto thier products.
8 April 2026
Unprompted review
Reply from Epos Now
Dear Mr. Tang,
Thank you for sharing your feedback with us. We appreciate how important it is to have full clarity around charges and agreements, and it’s clear this situation has caused concern.
We were unable to locate your account based on the details provided. To help us look into this thoroughly, we’ve sent a request via Trustpilot for some additional information, such as your registered email or account name, so we can review the charges and the interaction you’ve described.
Once we receive these details, our team will investigate and follow up with you directly to address your concerns and work towards a resolution. We’re here to ensure this is reviewed as quickly as possible and to provide the support you need.
Thanks,
Epos Now
System freezes, interface not designed for Hospo
Terrible system: keeps freezing, interface and functionality not properly designed for hospitality (too many work arounds), and almost non-existent support when you have issues (ie we were offline for days.
On top of this their sales staff turn into a-holes after you e signed up with them and stop taking your calls.
5 June 2025
Unprompted review
Reply from Epos Now
Hi Liana,
We’re sorry to see you’ve had this impression of your experience with us, particularly regarding system performance and support.
That said, after reviewing your account, we’re unable to find a pattern of reported issues relating to ongoing system freezing or extended periods offline. On the occasions where concerns were raised previously, our teams investigated and worked to resolve them at the time.
We can also see that your account has been closed and the system hasn’t been in use for over a year. Because of this, the experience described doesn’t reflect the current performance of our platform or the level of support we provide today.
We take feedback seriously, but it’s important we base this on active usage and recorded interactions so we can properly investigate and support our customers. If you do have any new or specific concerns you’d like us to review, please reach out directly at eposnowsocial@eposnow.com with further details.
Epos Now
Customer Experience Team
Card machine installation
We had a new card machine ready to install and Cameron the advisor on the phone was brilliant. He helped me with everything that needed doing and has a lot patience whilst I was serving customer throughout the call.
5 May 2026
Unprompted review
Reply from Epos Now
Dear Shane,
Thank you for taking the time to leave your feedback. It’s great to hear that Cameron was able to support you through the card machine installation and remained patient while you were assisting customers.
We’re glad the process went smoothly and that you felt well supported throughout. If you ever need any further help, our team is always here to assist.
Thanks again for your review,
Epos Now
Amazing experience
Amazing experience! She’s incredibly professional, always on time, and makes every session feel comfortable and welcoming. I really appreciate how she goes beyond just the process, she takes time to chat, listen, and make me feel heard. Her customer service is top-notch, and she truly makes you feel valued. Highly recommend!
5 May 2026
Unprompted review
Reply from Epos Now
Hi Ejiviese Hunder-Christopher
Thank you so much for your great feedback!
From your account I can see it was Samantha who has been helping you out, we will be sure to pass this on to her, it means a lot to our agents when they receive such kind feedback for their hard work!
We hope you continue to have a great experience with us and our agents going forward.
If you ever have any queries, we will always be happy to help out!
Thank you,
Epos Now.
John H was really helpful with my query.
John H was really helpful with my query.
5 May 2026
Unprompted review
Reply from Epos Now
Hello Abrar,
Thank you so much for your feedback, we're glad you had a positive experience with John! He is a key member of our team!
We will pass on your feedback to him.
If you require any further help, our support team will always be happy to help out!
Thank you,
Epos Now.
R was extremely professional and…
R was extremely professional and helpful.
5 May 2026
Unprompted review
Reply from Epos Now
Hi MN,
Thank you so much for your positive review!
Our agents are always on hand to provide the best possible service. We are extremely glad you received the professional help you needed.
Our support agents are always on hand to provide help when required, and as always, we appreciate it when that feedback is shared with them!
Thank you,
Epos Now.
Told Rachael what was needed
Told Rachael what was needed, and she took time to find out how to sort it, very impressed
5 May 2026
Unprompted review
Reply from Epos Now
Dear Bev,
Thank you so much for giving our support agent, Rachael such great feedback! We will pass on your kind words.
We are always striving for this positive customer service experience and we're glad Rachael has delivered it, she is a great member of our team!
If you ever need any help going forward, we'll be happy to help!
Thank you,
Epos Now
She fully understood our problem and…
She fully understood our problem and helped understand the system and make it work for us, best service and very knowledgeable. Thank you
4 May 2026
Unprompted review
Reply from Epos Now
Dear Byoungchol,
Thank you for taking the time to leave a review with such kind words - it's wonderful to hear that you were pleased with the support that you received.
It's great to know that our team member took the time to fully understand your needs and get the best out of the system to make it work for you - that's exactly the experience we aim to provide for every customer.
Thanks again for your review,
Epos Now
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