Customer service and reviews
The availability and quality of customer support at Epos Now depends a lot on whether you have the Support add-on module for £25 + VAT per month. Without it, you only get basic onboarding help and email support when required.
The Support module includes telephone support that’s prioritised (compared with the free email support), unlimited training and help with onboarding, monthly new software features, and next-day faulty terminal replacement that may incur a £75 + VAT excess fee.
We’ve seen a mixed bag of Epos Now reviews, which usually means they’re neither excellent nor terrible. Many customers have talked about a poor or messy service, lack of communication, delayed delivery of equipment and difficulties or cost of cancelling. Several people also talk about the software being slow and not intuitive to use, which we can confirm to a large extent.
There’s an online Support Centre accessed through the Back Office, but it is very incomplete and hard to navigate. On iPad, the top navigation menu isn’t responsive, and there was no way to go back after viewing a help page, so you just have to leave the app and start all over again to view another page.
On the whole, the help pages do not cover many issues, so you end up being forced to contact Epos Now anyway if your question isn’t answered.