“Really happy with the support we’ve received from Grafterr, especially from Bhàrgàví. She’s been incredibly helpful with our EPOS setup, always responsive and patient in sorting out any issues we’ve... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
We are loving the Grafter POS—it’s fast, incredibly user-friendly, and has made our daily operations so much more efficient. A huge thank you to Ms. Mansi for her amazing support! She was so kind, p... Toon meer
Bedrijf heeft geantwoord
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... Toon meer
Bedrijf heeft geantwoord
See messages below. Too late to explain after keeping hold of money that is not yours...try doing your verification checks before allowing any transactions to take place....you have absolutely no righ... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
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.
Contactgegevens
38 W Gorgie Parks, EH14 1UT, Edinburgh, Verenigd Koninkrijk
- 0131 564 1559
- info@grafterr.com
- grafterr.com
4,2
Goed
225 reviews
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Heeft 40% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 2 weken
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Ben was great today
Ben was great today, he started by explaining what he was going to do so i knew. He then tried a couple of think first to see if this sorted the problem but then had do a big change but he kept in constant contact and guided me very clearly and sorted the problem and got the till all set up again
7 februari 2024
Review zonder uitnodiging
Antwoord van Grafterr
We're glad to hear that Ben provided you with great service! It's fantastic to know that he communicated clearly and effectively throughout the process, ensuring that the issue was resolved and your till was set up again.
If you have any further questions or need assistance in the future, please feel free to reach out.
We're always here to help!
Team Grafterr
Lost £1000 of my money from 19th…
Lost £1000 of my money from 19th January… it’s now the 6th of January!
I changed my bank account and updated the app with the new credentials, I thought that was that, then a few days later I opened a ticket on the app because they are a ‘ no call company’ they said the money hadn’t been transferred into my new account because it wasn’t verified.
I asked them to please verify it then! So they did, or so they say they did.
I have spent days waiting for responses from tickets only to be given the same message, ‘you have the funds, it left out account on the 25th January’
After a lot of stress and phone calls to the middle of Asia they have managed to email me an image of a screenshot proving that the funds have indeed left their account. I’m not interested in the fact that it’s left their account it still hasn’t landed in mine!!
I’m at a lost cause, I’ve called my bank and they have asked for the FASTER PAYMENT ID. But Grafterr still haven’t given me the ID.
Update 12/02/24
I have spoken with my bank today and they cannot find anything matching the trace ID given, they say it is invalid.
Like I have stressed and proven numerous times the money has not landed in my account.
If you verified my account like you say you have surely the details must’ve matched up?
Can you give me, the account holder the full account details of the actual account the money was sent to? I know you have sent me xxxx#### but I need to see the full number… the funds must have bounced back into a holding account as it isn’t in mine!
I need this case escalating asap I do not have the funds to make my own mortgage payment this month, putting my entire credit status at risk!
I’m getting no help or support from your company just the same message! ‘Speak your bank’,
I have and there’s no trace of the payment
IF THE ACCOUNT WAS VERIFIED, SHOW ME THE FULL DETAILS!
13/2
After reading reviews further down please can you get Niel Johnson to give me a call. If not Niel anybody. Having a ‘No call policy’ is not suitable when you your customer is in such distress! Waiting days between messages via the ticket system is not good enough !
Now 10/03…. This has been going on since 19/01
Still not resolved and my money is still being held in Grafterr’s sundry account.
I have given them screenshots of my bank accounts and because that wasn’t enough I have given them full printouts of my accounts, now they want written confirmation from my bank that I haven’t received the funds!! To which I am still waiting for.
Surely you can see the exact figure that has been returned to your sundry account and match it to the amount that I have been denied for almost 2 months I don’t know about you Mr Bhas Kalangi but £1000 is a lot of money to me! Can you get this case resolved ASAP!
Grafterr emailed me on 12th March And confessed that they had paid my hard earned money into somebody else’s account…
4th April today and still not heard back from them. Lost for words!!
8th April I received an email informing me they are closing the case because they have been unsuccessful in retrieving my money!!!
So I’m supposed to say ‘ don’t worry it’s only £1000 thanks for trying… ‘
Not a chance, I will not give up until Grafterr pay the money into my account even if they can’t retrieve it from the lucky bugger they have paid by mistake.
6 februari 2024
Review zonder uitnodiging
Antwoord van Grafterr
Firstly, we sincerely apologize for the inconvenience and distress caused by the issue with your payout. We understand how important it is for our clients to receive their funds promptly and the frustration when that doesn’t happen as expected.
Upon reviewing your case, we confirmed that a payout was indeed processed and sent to the updated bank details you provided on 29th January 2024. Our compliance team has been in constant communication, providing all necessary details to assist in resolving this matter with your bank.
We acknowledge your request for the Faster Payment ID and have taken steps to provide all requisite information, including the Trace ID, to aid your bank in locating the payout. We’ve been informed that the discrepancy might be resolved by directly liaising with your bank's transfers or treasury department, as advised by our payment processing partner, Stripe.
We process thousands of payments to our customers daily, and while issues are rare, they typically stem from third-party factors, such as banks or financial regulators, rather than from our systems directly. Rest assured, we are committed to seeing this through until we confirm that your payout has been received and have identified the cause of the delay.
Thank you for your patience and understanding.
Warm regards,
Team Grafterr
--
IMPORTANT NOTE: Please be advised that, due to strict confidentiality and security protocols, we are unable to share or discuss detailed account information publicly on a review platform.
We urgently request that you continue communication through our internal support system, where we can securely verify and address your concerns. Rest assured, we have notified our team to prioritize a swift and comprehensive response to your case and give you the call back.
Thank you.
They hold on to your money
They hold on to your money - still no payout - not as advertised. I have had to cancel a major fair as I cannot trust this company will payout any transactions. READ OTHER ONE STAR REVIEWS. If you are like me and only do trade fairs several times a year as a hobby trader you could find yourself out of funds if you have had to put up a significant outlay to trade. All verifiations had beed done at sign up. This company is either a sham or totally amateur in its operations. I will go back to SumUp
4 februari 2024
Review zonder uitnodiging
Antwoord van Grafterr
I'm genuinely sorry for any inconvenience you've experienced. We strive to maintain transparency and integrity in all our operations, ensuring our services are reliable and trustworthy.
Regarding your situation, it's important to note that, in compliance with PCI DSS standards, using your own card to process transactions is identified as "Card Cashing Fraud" which is against our terms of service. This measure is in place to protect all parties from potential financial risks and fraud.
We are prepared to refund your transaction amount to your credit card as soon as we receive your email confirmation. Following this, we will proceed with closing the account in accordance with our policies.
Our team is committed to resolving this matter swiftly and efficiently. Please reach out to us directly via email to confirm the refund process or if you have any further questions.
We appreciate your understanding and cooperation.
Best regards,
Team Grafterr
Employees were very helpful and…
Employees were very helpful and friendly.
2 februari 2024
Review zonder uitnodiging
Antwoord van Grafterr
We're thrilled to hear that our team provided you with helpful and friendly service!
If you have any further questions or need assistance, please don't hesitate to reach out.
We're here to help!
Team Grafterr
Randels a star
1 februari 2024
Review zonder uitnodiging
Antwoord van Grafterr
We're delighted to hear that Randel provided you with exceptional support!
If you have any further questions or need assistance in the future, feel free to reach out. We're here to help!
Team Grafterr
Since my last review I still haven't…
Since my last review I still haven't had a positive response and Grafterr Go are still holding on to my funds instead of resolving the matter efficiently they are just dragging it and asking irrelevant question in relation my vat registeration which has absolutely nothing to do with the transaction in question. I would not be using Grafterr Go in the future or wouldn't recommend it to any other business in the UK. There are way better merchant provider than Grafterr Go such as Sum Up, WorldPay & Elavon for example so I would advise other businesses to avoid this company and save your time and money because o haven't heard of any other company in the United Kingdom who takes over 5 days to just simply look into the provided information and reply accordingly and release the funds to the businesses instead they like to hold onto your settlements as long as they can and just want to keep your money on hold for no apparent reason. I will be taking this further with Financial Conduct Authority and Financial Ombudsman Service to investigate further because I have been treated utterly unfairly and my settlements are still not been paid. I hope this information helps.
26 januari 2024
Review zonder uitnodiging
Antwoord van Grafterr
We sincerely apologise for the distress and inconvenience you've experienced recently. We understand the critical nature of your situation and the impact it has on your business.
Please be assured that the additional security checks and requests for documentation by our compliance team are standard procedures, especially for high-value transactions like yours. These measures are in place to safeguard against fraudulent activities and to protect all our clients. We realise these checks may cause delays, but they are crucial for maintaining a secure transaction environment.
The request for VAT registration and other documents is part of our efforts to ensure the legitimacy of transactions, which is particularly important for accounts with higher transaction volumes.
We appreciate your patience and understanding as we work through these necessary steps. Our aim is to resolve this matter for you as swiftly as possible.
Kind regards,
Team Grafterr
Randel Resolved my issue efficiently
Randel Resolved my issue efficiently
19 januari 2024
Review zonder uitnodiging
Antwoord van Grafterr
I'm pleased to hear that Randel efficiently resolved your issue.
If you have any more questions or need further assistance, don't hesitate to reach out. We're here to help!
Team Grafterr
Francis was quick to resolve the issue
19 januari 2024
Review zonder uitnodiging
Antwoord van Grafterr
That's great to hear! I'm glad Francis was able to quickly resolve the issue for you.
If you have any further questions or concerns, feel free to reach out to us. We're here to help!
Team Grafterr
Avoid!!
Avoid!!! Kiosks doesn’t work ! There is no way that anyone from customer “don’t care” team will help you ! Waste of time and money !
16 januari 2024
Review zonder uitnodiging
Antwoord van Grafterr
I'm sorry to see that you're having difficulties with your Kiosk. We want to make sure you're maximising the benefits of installing kiosks in your business so we're keen to get any issues fixed as soon as possible.
Please call your Account Manager or email us at customersuccess@grafterr.com to arrange a call back from our tech support team, we'll get you up and running as quickly as possible. I'll also raise your concerns with our Support Manager who will investigate your concerns and reach out to you personally.
Thanks,
Grafterr
Do not use this company took 2 card…
Do not use this company took 2 card payments, one was a big job I’ve laid out money for and now they are asking me stupid question before they will release my money, completely left my in a mess do not use this company
15 januari 2024
Review zonder uitnodiging
Antwoord van Grafterr
We're sorry to hear about your experience. We've checked our records and couldn't find any account under the name Andrew with pending funds. Please reach out with more details so we can resolve this quickly.
Apologies for any inconvenience caused.
Best regards,
Team Grafterr
Just i spoke to Mr Randel Reigns
Just i spoke to Mr Randel Reigns. Really very helping and supportive..solved my all problems..thanks
14 januari 2024
Review zonder uitnodiging
Antwoord van Grafterr
It's wonderful to hear that Randel was able to assist you effectively and resolve your issues.
If you have any further questions or need assistance in the future, don't hesitate to reach out. We're here to help!
Team Grafterr
Great service and expertise from the…
Great service and expertise from the Grafterr team. Neill was very knowledgeable and helped get my system up and running in no time at all.
9 januari 2024
Review zonder uitnodiging
Antwoord van Grafterr
We're thrilled to hear about your positive experience with our team! We're glad he could assist you effectively.
If you ever need further assistance or have any questions, feel free to reach out.
Team Grafterr
Great People to work with,
Great People to work with,
24 hours there for help
6 januari 2024
Review zonder uitnodiging
Antwoord van Grafterr
We're delighted to hear that you've had a positive experience with our team!
Providing assistance around the clock is a top priority for us. If you ever need support or have any questions, don't hesitate to reach out.
Team Grafterr
Everything answered & addressed…
Everything answered & addressed perfectly
6 januari 2024
Review zonder uitnodiging
Antwoord van Grafterr
We're thrilled to hear that! Our goal is to ensure that all your questions are answered and any concerns are promptly addressed.
If you have any further inquiries or need assistance in the future, please feel free to reach out.
Team Grafterr
Very quick to respond to problems
Very quick to respond to problems, great tech knowledge and great customer service.
29 december 2023
Review zonder uitnodiging
Antwoord van Grafterr
Thank you for your feedback! We're committed to providing prompt and effective solutions to any issues you encounter.
Our team takes pride in their technical expertise and dedication to delivering excellent customer service. If you ever need assistance in the future, don't hesitate to reach out.
Team Grafterr
The support team really know their…
The support team really know their stuff. I’d go as far as to call them legends. It gives me a great peace of mind knowing I have this level of assistance 24 hours a day. Thanks guys.
20 december 2023
Review zonder uitnodiging
Antwoord van Grafterr
We're thrilled to hear that you're satisfied with the support provided by our team! Being called legends truly means a lot to us, and we're dedicated to ensuring that you receive top-notch assistance whenever you need it.
Your peace of mind is important to us, and we're here 24/7 to support you.
Thank you for your kind words and for choosing Grafterr!
Team Grafterr
Arqam was absolutely amazing
Arqam was absolutely amazing, super helpful and even more patient. 10 out of 10.
The best customer support advisor ever.
Thank you so much for all your help.
8 december 2023
Review zonder uitnodiging
Antwoord van Grafterr
We're thrilled to hear about your positive experience with Arqam!
Providing exceptional customer support is a top priority for us at Grafterr, and we're delighted that Arqam went above and beyond to assist you.
If you ever need further assistance or have any questions, don't hesitate to reach out. Thank you for choosing Grafterr!
Team Grafterr
AVOID, AVOID, AVOID!!!!!
I wish I had read reviews on this company before using them. 100% agree with other negative reviewers in that they should complete ALL checks prior to allowing payments to be made. I totally understand the need for compliance checks to be made in order to avoid fraud but even after withholding my money for almost 6 weeks I had to threaten them with contacting the ombudsman before they made the payment which was only for £500.
The thing I really don't understand it that surely they know what information is needed for compliance, but no, after refusing to payout it then took them 6 weeks and 6 emails asking for different pieces of information, surely one email asking for all the info sending together would have made the process quicker????
Deleted the app and account as soon as I was paid out and would definitely not recommend them at all.
Poor customer service, ridiculously slow in responding to emails and just want to keep your money as long as they can.
Sumup are far better.
1 december 2023
Review zonder uitnodiging
Antwoord van Grafterr
I'm sorry to see that you had a delay completing your compliance checks.
Verification checks are completed automatically at the time of signup but sometimes advanced verification needs to be completed by a user when a transaction is highlighted as high-risk or potentially fraudulent by card providers. This is a rare occurrence and affects a very small percentage of user transactions. This process usually takes less than 24 hours but can take longer if a user fails to submit valid information which happened in this case.
1000s of users are receiving their payouts the next day and we're working hard to minimise verification checks for the small few who experience issues with their transactions.
Thanks,
Grafterr
Man was very helpful and resolved my…
Man was very helpful and resolved my issues
20 oktober 2023
Review zonder uitnodiging
Antwoord van Grafterr
We're delighted to hear that our team member was able to assist you and resolve your issues promptly.
Providing helpful and efficient support is our top priority, and we're always here to help whenever you need assistance.
If you have any further questions or concerns, please don't hesitate to reach out to us.
Team Grafterr
See messages below
See messages below. Too late to explain after keeping hold of money that is not yours...try doing your verification checks before allowing any transactions to take place....you have absolutely no right holding back people's money until your satisfied that it's legit. Some people are not in a financial position to wait for the time it takes you to do yor checks. SUMUP IS THE WAY.
14 november 2023
Review zonder uitnodiging
Antwoord van Grafterr
I'm sorry to see that you experienced a delay with your payout, we know how frustrating and difficult this can be.
Compliance is the biggest area of focus for us at the moment and we're working hard to streamline user sign-up and verification.
Whilst payout issues affect a very small percentage of our user base, it's super important to us that our users are safe and protected from fraud but don't experience any delays in receiving their funds. It's a fine balance and we haven't quite nailed this process yet for 100% of our customers. We'll continue to roll out improvements over the coming weeks.
Thanks for your feedback.
Andrew
Team Grafterr
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