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!

I have had this system for just over a year. The tablet is very nice and works fine with the customer inserting their credit card. The problem lies with the Poynt software. We were trying to refund a customer and it charged them instead of refunding them. Then transactions were run once and the customer was charged twice!! I called and they said they were having software issues. I have been waiting two weeks and the same problems are still happening. I cannot run my business like this. I am going away from Poynt just as soon as I can!! I am getting bad reviews from customers because they think I am not willing to do their refund or that I double charged them. Great machine and absolutely terrible software! Take my advice and stay away from this system.

Poynt is a horrible company. They cancelled our account and held $16,872 of our money for 6 months because we were growing too quickly for them. We even had our customers try to call them to confirm the transactions, and they just ignored us. Never trust this company.

Terrible machine & service! Just don't do it!!!

Poynt is completely garbage. It's almost like it's designed to break.

GARBAGE!!! I was called by a rep from e-swipe and told they could get me lower processing fees. Sounded great, so I decided to go ahead with signing up. The new terminals arrived fairly quickly but they were Poynt which I certainly wouldn't have agreed to. Anyways, I've had the terminals for less than 2 days and I'm sending them back and cancelling. I sure hope the $4000 transaction from yesterday finds its way into my business account.

We had Poynt for one month before canceling. I would say the reviews here seem to cover the issues we had. Our terminal had battery problems and would always be dead. It would only work if it was always plugged in. Then they had an issue on their end where the system was down for a few hours and we couldn't run cards. That convinced us to find an alternative. The device is really beautiful and sleek, but still needs to be improved. Canceling and returning our terminal was not a huge hassle but it did take 3 days to get customer service.

We have been using the Poynt system & EVO along with Quickbooks for over a year, after the initial set-up it's been working great and very easy to adjust or with support if needed, very small monthly fee and low rates, so much so we were able to drop our minimum fee. All card & Apply Pay transactions are in the bank in a day or two, and the customers love it. Without EVO's low rates & Quickbooks we might have had a different experience. I'm surprised at the low ratings, because our experience has been very different. The only thing, as mentioned before, the paper roll within the Poynt is very small, but we were given an external larger printer too. If what everyone is saying is true about the possibility of them going out of business is true, we are sorry to hear and will be sizing up other alternatives, but for now we are very satisfied with Poynt and hope they will improve on the issues mentioned by others so we won’t have to change.

I'm so mad I didn't read these reviews 2 weeks earlier. Poynt is nothing but trouble. Worst hardware and software for any POS system sold. You're better off using a pencil and paper and a pigeon to fly your transactions to the credit card companies and banks. Junk!

Reading these reviews made me sad. I worked for Elavon under processor and POS sales for the last 5 years. We were all ecstatic when Poynt first came on the scene. I would have given them 5 stars based on our company's close relationship with Poynt, and how advanced their products initially seemed to be. However, I think Poynt's downfall was that they stopped building their product's core software before it was ready for primetime and they never bothered to fix it. Also, their hardware is now ancient compared to other POS terminals we sell. All of this means customers have nothing but headaches with Poynt, and we (Elavon) were often on the hook for replacing the devices and doing Poynt's customer service for them. I was recently told by Elavon management that Poynt will likely go bankrupt in 2020 and that Poynt is aggressively shopping for someone to buy them out. Sadly, there is no way anyone would buy them with their huge amount of debt, hardware and software problems and low install base. I think they only have 70,000-100,000 total devices installed. Meanwhile Square has over 5 million. If I was a customer, none of this would give me any confidence in using Poynt going forward. I think they had a moment where they could have been great, but they were unfortunately horribly mismanaged.

We were scammed by Elavon who sold us these Poynt devices. We lost thousands in just three months because we had to juggle broken terminals while switching to another POS system while still paying outrageous monthly fees for the malfunctioning Poynt system. Everything about this company and their products is just awful. Our advice is to stay away from both Elavon and Poynt. Rotten!