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
Company replied
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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.
Very helpful got everything done for me
14 February 2025
Unprompted review
Reply from Grafterr
Thank you for your feedback! We're delighted to hear that everything was sorted for you smoothly. If you ever need any further assistance, we’re always here to help! 😊🚀
Brilliant service with diagnosing the…
Brilliant service with diagnosing the problem and really fast at sorting it out would definitely recommend these guys thankyou again for doing this
6 February 2025
Unprompted review
Reply from Grafterr
We’re so pleased to hear that our team quickly diagnosed and resolved the issue for you. Providing efficient and reliable support is what we aim for, and it’s great to know we delivered on that.
Best regards,
Team Grafterr
Neil Johnson done a brilliant job…
Neil Johnson done a brilliant job resolve multiple issues with our Kisoks in less then 10 minutes. Really appreciate your help.
5 February 2025
Unprompted review
Reply from Grafterr
We truly appreciate your feedback, and if you ever need anything in the future, we’re always here to help!
Best regards,
Team Grafterr
Buggy software, poor customer support.
Buggy software, poor customer support and nobody seems to want to resolve the issues. Seems like a white label software that just has Grafterr's name on it, also the "support" in India will blame you/your staff with any issues even if you show them proof it's not on our end.
Most recent issue is having to contact a customer as their payment hadn't completed (second instance of this, last time we chased customer down the road!), my employee was adamant it was paid but Grafterr support insisted she'd made a mistake. I had to embarrassingly contact the customer and tell them their payment hadn't gone through so they paid again.
Today the customer sent me a copy of their bank statement and it had in fact gone through. Grafterr support's response? Oh, they'll simply mark the transaction as completed. The one they were adamant hadn't been paid. The one that doesn't show in my card transactions. The one the customer used AMEX to pay which I don't accept.
Fingers crossed this review will encourage them to act and resolve the issues, but I doubt it.
3 February 2025
Unprompted review
Reply from Grafterr
We’re truly sorry to hear about your experience, and we deeply regret the frustration this has caused. This is not the standard we strive for at Grafterr, as our goal is always to exceed customer expectations, not fall short of them.
We’ve reviewed the situation with our customer success team to understand what went wrong. We genuinely appreciate your patience and detailed feedback.. it helps us identify where we need to improve. While it’s clear this issue caused unnecessary inconvenience, we’re determined to ensure this was an isolated incident and will not happen again.
It seems this was an unfortunate chain of events, and I’ve spoken directly with your account manager to ensure these issues are addressed as a priority. We’re also working closely with the team to find long-term solutions so that problems like this don’t happen again.
Thank you for your patience. We’re determined to make things right and regain your confidence in us.
Kind regards,
Team Grafterr
Neil Johnson has been really patient…
Neil Johnson has been really patient and helping for solving our tech problem. Very much appreciated.
2 February 2025
Unprompted review
Reply from Grafterr
Thank you so much for your kind words! We’re thrilled to hear that Neil was able to support you with patience and dedication. We’ll be sure to pass on your appreciation to him.
If you need any further assistance, we’re always here to help!
Best regards,
Team Grafterr
Been with them for 3 years now
Been with them for 3 years now. Just a WhatsApp message away 24/7. Service is faultless.
28 January 2025
Unprompted review
Reply from Grafterr
Thank you so much for your kind words and for being with us for three years!
We're thrilled to hear you've found our service faultless and easy to reach via WhatsApp.
Your continued trust and support mean the world to us, and we look forward to many more years of helping your business succeed! 🚀
Reply from Grafterr
Thank you for your feedback!
We're delighted to hear that you found our advice patient and helpful.
Providing the best support to our customers is always our top priority. If you ever need anything else, we're just a message away! 😊
Great Product....Great Service
I have been working with Grafterr for the past 4 months now and it has been a huge asset to my business. The service provided has been 5 stars and whenever an issue has been raised it has been rectified in a timely manner.
21 January 2025
Unprompted review
Reply from Grafterr
Thank you so much for your kind words!
We’re delighted to hear that Grafterr has been a valuable asset to your business. Providing a 5-star service and resolving any issues promptly is what we strive for, so it’s great to know we’ve met your expectations.
We’re excited to continue supporting you and your business!
Best regards,
Team Grafterr 💙
I received very good explanation on the…
I received very good explanation on the phone how to make any changes on the Grafter till. I’m really happy from the customer service of Grafter !
17 January 2025
Unprompted review
Reply from Grafterr
Thank you for your lovely feedback! We’re thrilled to hear that our team was able to provide clear guidance and that you’re happy with the service.
Supporting you in making the most of your Grafterr's product is always our priority. We’re here whenever you need us!
Best regards,
Team Grafterr
WORST CARD READER EVER
I've been using the bluetooth wireless card reader for a year now. I can honestly say it is so bad. The card machine NEVER connects to the app and when it does, it always needs to update suddenly taking at least an hour. It is a nightmare device. DO NOT BUY!
Right now, I am sitting for the last 1 hr before my market trying to get the card reader to connect to the app. It has connected to the bluetooth on my phone, but the app can't register that it is connected.
2 December 2024
Unprompted review
Reply from Grafterr
Hi Kiara,
We’re really sorry to hear about the difficulties you’ve experienced with our card reader. We completely understand how frustrating this must have been.
At Grafterr, we pride ourselves on being there for our customers, particularly in emergencies or when unexpected connection issues arise. We’ve reached out to you directly to gather more details so we can resolve this swiftly and ensure your device is working perfectly.
Please rest assured that we are continuously improving our products and services to avoid such issues for you and our other valued customers. Your feedback is invaluable, and we’re committed to ensuring this doesn’t happen again.
Best regards,
Team Grafterr
Response time is great and support…
Response time is great and support advice is clear
14 November 2024
Unprompted review
Reply from Grafterr
Thank you for your kind words! We're so pleased to hear that our response time and support have met your expectations.
Providing clear and efficient assistance is what we strive for. We're always here to help whenever you need us!
Best regards,
Team Grafterr 💙
Grafterr great assistance
Technical support was easily reachable and I was assisted by Neil who was patient and gave precise instructions to resolve issues. Thanks for your great help Neil
28 September 2024
Unprompted review
Reply from Grafterr
Thank you for sharing your experience! We’re delighted to hear that Neil was able to assist you with patience and clear instructions.
Providing reliable and supportive technical assistance is our priority, and we’ll make sure Neil gets your appreciation.
Best regards,
Team Grafterr
Great service from Neil Johnson
Great service from Neil Johnson. All the technical issues fixed very quickly.
27 September 2024
Unprompted review
Reply from Grafterr
Thank you for your kind words! We're thrilled to hear that Neil Johnson provided you with excellent service and resolved your technical issues promptly. We'll be sure to pass along your appreciation to Neil!
Best regards,
Team Grafterr 💙
Excellent knowledgeable staff helping…
Excellent knowledgeable staff helping positively to customise robust highly sophisticated software to ensure our customers have a great experience. Arqam is a classic IT professional able to communicate the most deep software option in plain English. Highly recommended
27 September 2024
Unprompted review
Reply from Grafterr
Thank you for your fantastic feedback!
Ensuring your customers have a great experience is our top priority, and it’s wonderful to know Arqam’s expertise and clear communication made a difference. We’ll be sure to pass on your kind words!
Best regards,
Team Grafterr 💙
Definitely a great job overall
Definitely a great job overall. The fan was tiny but annoying to hear. But I still can get clear what U guys saying
19 September 2024
Unprompted review
Reply from Grafterr
Thank you for your feedback! We're glad to hear you had a positive experience overall.
If there's anything else we can assist with, feel free to reach out!
Team Grafterr
Amazing customer service
Amazing customer service, great technical support team, always prompt and available when needed.
Steven is the guy I spoke with quite few times, he is THE BEST, very skilled guy and very helpful, 10 out of 10 for Steven.
4 September 2024
Unprompted review
Reply from Grafterr
Thank you so much for your wonderful feedback!
We’re thrilled to hear that you had such a positive experience with our team, especially with Steven. We’ll make sure he gets the recognition he deserves!
If you ever need anything else, don’t hesitate to reach out.
Team Grafterr
Provided timely support
Provided timely support, understood the query & provided a solution for it.
14 September 2024
Unprompted review
Reply from Grafterr
Thank you for sharing your experience! We're glad to hear that our team provided timely support and was able to resolve your query.
We're always here to help whenever you need us! 😊
Team Grafterr
Amazing team 🧡💙
12 September 2024
Unprompted review
Reply from Grafterr
Thank you for the kind words!
We're always here to support you! 😊
Team Grafterr
So far can’t say a bad word about my…
So far can’t say a bad word about my amazing support. Every time responding with advice .
11 September 2024
Unprompted review
Reply from Grafterr
Thank you for the wonderful feedback!
We're so glad to hear that you're receiving amazing support and valuable advice. We're here whenever you need us! 😊
Team Grafterr
Great service from Arqam as always
Great service from Arqam as always. Greatly appreciated.
4 June 2024
Unprompted review
Reply from Grafterr
Thank you for your kind words!
We're thrilled to hear that Arqam consistently provides great service.
Your appreciation means a lot to us! 🙌
Team Grafterr
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