Grafterr Reviews 

Great service

One Star

My experience with GrafterrGo has been a complete nightmare. From the very beginning, it was a series of missteps. They sold me an incompatible printer and then forgot to send a crucial card reader, delaying my trade by over a week. While the initial transaction fees were low, the constant customer service issues far outweighed any cost savings.

Here's a breakdown of the problems:

Bad Advice & Incompetence: Wrongly sold an incompatible printer, forgotten card reader delayed my business.

Deleted Account for Inactivity: Despite being a "pay as you go" service, my account was deleted for not trading for a few months. This is unacceptable and contradicts their advertised service model.

Unappeasable Customer Service: Contacted them repeatedly via various channels (email, chat, WhatsApp, phone) but received no solutions. Emails went unanswered, and calls were routed in circles.

Data Loss & Inaccessibility: After finally regaining access, I discovered all my sales reports and product data had been deleted! No explanation, no apology, just a dismissive attitude. Sales reports must be accessible in the UK for five years; it is a legal requirement.

Unreliable Support: Support for GrafterrGo (supposedly India-based) seems to have no accountability. They lacked urgency and basic technical competence compared to my positive experiences with other support teams I have worked with (e.g., IT support from Hyderabad).

No SLAs: No guarantees on fixing software or backend system issues.

False Advertising: GrafterrGo claims to be "pay as you go" but deletes accounts for inactivity, leaving users without access to crucial sales data.

Lack of Transparency: Grafterr claims no responsibility for GrafterrGo's actions despite appearing as one entity to customers.

Positive (but minimal):
The initial setup was easy, and reports were satisfactory. However, even this was marred by intermittent connectivity issues.

Moving Forward:
I will be filing a complaint with Trading Standards due to their data deletion practices and lack of accountability.
I strongly advise anyone considering GrafterrGo to look elsewhere. Their unreliable service, data loss issues, and lack of urgency could put your business at risk of financial penalties and legal trouble.
(Note: While they sent a copy of my sales data in an Excel sheet, not only did it take them nearly six weeks, but this is a poor substitute for proper software access.)

In Conclusion:
GrafterrGo is simply untrustworthy. Their lack of communication, accountability, and data security pose a serious threat to any business. Consider this a cautionary tale - avoid GrafterrGo at all costs!

**Rejoinder to Grafterr**
Thank you for your reply. However, your response seems more focused on managing public perception than truly addressing the problems I raised.

Uninformed Decisions & Lack of Communication: The decision to delete accounts for inactivity, regardless of security concerns, resulted in data loss and disrupted my business. You offered no prior warning or option to retain data.

Security Concerns & Transparency: Transitioning inactive accounts to the new platform with user notification would have been a far more secure and responsible approach.

Legal Compliance: Claiming adherence to terms and conditions doesn't negate legal requirements. In the UK, businesses must retain sales data for 5 years. Deleting customer data raises legal questions.

Disjointed Support: My experience exposes the gap in Grafterr and GrafterrGo support quality. This lack of unified support structure is confusing and frustrating for customers.
At no point did you offer to restore my complete historical sales data and product information. Your claim to the contrary is misleading.
Furthermore, I never received any communication regarding account deletion or data loss, nor any attempt to address the issues raised in this review.
While I appreciate the apology, regaining my trust requires concrete actions. I suggest:
Full data restoration for my account, including historical sales figures and product information.
A clear plan for improved communication regarding service changes and account management, especially when transitioning to new platforms.
Reviewing support structures to ensure consistent and high-quality service across Grafterr and GrafterrGo.
Until these steps are taken, my negative experience remains unchanged.
Sincerely,
Ben Powell

They are holding money for a "potential fraud", when the customer is in the store, put his card in their machine and type his code... All this makes no sense. they are holding £2550 for no reason. The customer service is inconsistent and spread lies faster than anything... AVOID, STAY AWAY

Answer to Grafterr REPLY:
I have 2 cases with you: first is a complained made by customer in January... You got all documentation. Customer even confirmed he received the delivery and his claim was wrong... You still have not refund me the £169 from this transaction 4 months later...

Second case: You speak about suspecting a fraud: with Customer in shop, card present and code made... Can you explain me how you can suspect a fraud when the customer is paying IN THE STORE!!! You are now holding £2500 of MY MONEY for 2 months even the transaction was absolutely normal and the customer made a normal payment. You say you want to work with me thru this? BUT YOU NEVER REPLY MY EMAILS. Your RISK service is never answering anything... It's 2 months you are leaving me TOTALY ALONE and out of money. You are hurting my business, confiscating my money.
If there is any suspicion of fraud, that would be related to HOW YOU BEHAVE and what you do to customers. You said that you want to protect your customers??? How do you protect them or me? You don't reply to the first case in 4 months. In reality, you are not protecting the merchants that pay your fees... You never answer, you don't use any diligence and you don't show any respect for any one.

You should be banned from operating payments because the fraud is YOU!!!

Stanley dealt with my issue within minutes of my calling Grafterr. He is very knowledgeable and his customer service was second to none. Thank you Stanley!

I was very satisfied with helping sort out problem with Till and printers.
Help line member replied straight away for my phone call and fixed all issues.
Frank was very helpful and professional.
Thank you.

I was assisted by Arqam and was extremely pleased with his performance. He was considerate, efficient and went out of his way to be helpful. He made my experience with Grafterr, which has already been very good, all the more pleasant with his guidance.
Their software is very friendly to use and hardware is highly recommended from me. The website they created for my Restaurant is very well designed and working with them has been easy.
- Dumdaar Restaurant

Appalling company.

Do not use this company, they only like you if you aren't British and therefore have loads of money to spend.

They make so many false promises upon sign up and then you're left with a till system that you cannot use and the support team just close your requests without doing them. They keep your money which you pay on day 1.

If I could give zero stars I would. Please learn from me STAY AWAY FROM THIS COMPANY AT ALL COSTS. They will hold your money and give you numerous excuses as to why they are holding it. All baseless lies. They are scammers and fraudsters who care only about their selfish interests and not of their consumers. FRAUDS!!! Stay away from them. They have removed themselves from the financial conduct authorities so there is no one to run to when they unlawfully hold your money. So before you decide to use them beware that even the ombudsman cannot help you.

I was assisted by Neil Johnson he was absolutely great. Did not make me feel a bit nervous or silly. His step by step instructions helped me understand the system

Excellent customer service, having a 24/7 support is the highlight. I’d like to specifically mention that Sagarika has always been my go to person at Grafterr, she is extremely helpful, prompt and knowledgeable.

Quite friendly response

Top notch service, wa sso patient and fixed my issue straight away professionally:)

Great and quick service, thank you

Pavan and always there to help

Tech support are 101% knowledgeable and relentless in fixing any issues.in my kiosk. I am very happy with the level of support received 🙂

⭐️⭐️⭐️⭐️

I've had a mixed experience with Grafterr, and I want to acknowledge the exceptional work of Ben and the positive impact he has had on our projects. His dedication and performance have been nothing short of excellent, earning a solid 5 stars.

However, I must express my concern about the commitment and effort on the other side of the team. There's room for improvement, and I believe with a bit more dedication, the entire team can reach its full potential.

Giving a fair assessment, I'll award Grafterr 4 stars, with the hope and promise that I see the commitment and effort growing stronger in the future. I appreciate the positive contributions and look forward to the continuous improvement of the team.

Emilio
CEO
Bravo Food Limited

Neil Johnson is a very kind and helpful customer service advisor. He takes care of customers, understands their needs and quickly resolve whatever technical issues. Restoland thinks that this gentleman should get a promotion at Grafterr and well-rewarded. Please increase his pay! He will certainly help retain customers.

Restoland Team

My experience with their support team is good, they tried to get my problems sorted out at the same day. I have no problem with their epos so far.

very good service