Poynt Review

The worst customer service I ever had. Have to pay more than $300 for the machine I didn’t use.

If I could give it 0 stars I would. So much promise, shocking delivery. Premium support is a call centre located in the US. We are a hospitality industry that operates 365 days a year, but they can’t do anything unless it’s a Monday to Friday. I’ve overseen and worked at some of the largest stadia and event centres In the uk using the majority of systems and this is by far the least stable system - We have two devices. In 6 months they have been replaced twice. - loses connectivity when removed from base - loses tables between devices (ie between bar and service tablets) - crashes multiple times a week. - support is as useful as a chocolate tea pot. - drops off the WiFi constantly.

I am not happy with the processing machine or the service provided. Negative: My experience… machine broke down after 5 months saying “tamper detected”. Took me about 20 minutes to get through to the right department. The one on line and on the sticker and on the error code is NOT the right one. I was told when that error comes up, the machine is nothing more than a paper weight. They don’t know why it happens but it happens. No idea how long it will take to replace or if there will be a cost involved. In order to do business the next day, I had to go out and purchase a Square POS machine and iPad. Should have done this to begin with. At 7:00 night I had to figure out how to program and set up the unit. Now I have to train the staff on how to use the new unit.

When we first bought 6 of these terminals I loved them. They worked great. For that reason I bought 4 more, this time the Poynt 5. We used them for one weekend only in 2019. We run a yearly event that was cancelled in 2020 and 2021 so they were not used for over a year. I have been starting them all up and updating them ready for an event in September. The 4 newer ones display a red bar with 'Tamper Detected. Contact Support'. So I contacted my Elavon rep who put me onto Poynt support who agreed that there was a fault and told me to contact Elavon support. Eventually Elavon support agreed that there is a fault and that if I wanted to return them, there is a charge of $179 per terminal plus $55 shipping each. These terminals have been carefully looked after and there has been no tampering with them. My guess is that it is a software issue of their doing and they don't want to own up to it. Now they are owned by Go Daddy I would expect better from them. So Go Daddy, Poynt and Elavon all get 1 star to share so just 1/3 of a star each.

Poynt payment is an absolute scam. They rope you in and make it impossible to end your lease on equipment that hasn’t worked (and was never replaced) in 2+ years. A nightmare experience. Never again.

This is a nice machine but the company is so mismanaged and will never help you in a timely manner. I have used them for 6 months and now they tell me they haven't been charging me the correct fee percentage and helped themselves to my account for fees I'm sure I have been paying all along. They have the worst customer service. They never call you back and it takes weeks to get an email with help. I was set up for a training to set up my catalog but it was canceled and never rescheduled.

We had purchased a Poynt terminal to use with Elavon in 2019. We switched to using Poynt as our processor in 2020. We obviously brought the Poynt terminal with us so we didn't have to lease from them. Four months later they are trying to start charging us for a lease. They are even going back to when we first switched to them to collect lease payments. We have explained to them that we own the terminal and don't lease it. We've had many other issues with them since we signed up. Too many to list. Just avoid this company like the plague.

There have been so many many problems for last 2 years. The system generates $12000 tax for 3 dollar coffee and they haven't fixed this problem for a year now. Their customer service is the worst!

Would give zero stars if possible. Constantly gives transaction errors for no reason, doesn't reliably process payments. Randomly restarts 5-10x daily and requires us to go to troubleshooting menu to do a goofy workaround to get it to reconnect to internet. Wifi drops like crazy, even though we can get our wifi signal 100 yds from the terminal with no issues. For some reason touchless works perfect though... swiped and chip works 2/10 times when first scanned. Garbage, lost $1k on this terminal and no refunds.

I wish I knew who was behind the software in these Poynt machines. We run a 5 store location business that was hoping to save on fees by going with Poynt for processing to help offset our losses due to the pandemic. One month in and we've had all the same problems listed by other reviewers so its clear to me that this is not a one-off issue. Poynt has an app store and I would think there are companies that make better software for these machines but we discovered that most of them are outrageously expensive and come with their own set of problems. I think this company is just horribly mismanaged and not working with the best or brightest in the industry. I lost about $35K going with Poynt. Don't make the same mistake!