ShopKeep

Excellent company for a small to medium size business! We upgraded to ShopKeep from a traditional cash register in order to get more control, accountability, ease of use, and functions. I can happily say we are very satisfied in all areas. We have a business with 2 locations and 20 employees. It helps manage payroll, reporting and costs. I would recommend this to anyone with a similar size business! Regarding the EMV rollout, a lot of the problems are outside the control of ShopKeep. In my opinion, they are doing the best they can under the circumstances. A quick google search would show that EVERYONE is having trouble in this area. I feel strongly that they are working hard to fix any problems inside their control.

I used ShopKeep for one year, the first POS system for my business. As a new business owner, I thought the price was super attractive as I was trying to keep my costs down for my 45-seat restaurant.

Which leads me to their support team. I'm pretty sure these people got whatever knowledge they have off a YouTube channel because they literally know nothing. The card reader I spent $200 on (purchased from them), continuously kept disconnecting, the bluetooth wasn't holding. Which is ridiculous especially for restaurants that turn over tables so quickly, or restaurants in general. My servers kept having to manually type in credit card information or I'd have to leave my kitchen to take over that duty so they don't neglect their responsibilities. And when I called about that issue, they walked me through a reboot and a few weeks later, it happened again, to which they walked me through a reboot. Their reluctancy to replace my product was so apparent, even though they have a one year product replacement guarantee. I also called ShopKeep Payments (separate from ShopKeep itself) to discuss my concerns regarding a different per-swipe charge for credit cards because I was typing them in manually. After arguing with them for 25 minutes about the fact that I shouldn't have to pay a higher fee because their product didn't work, they gave me a free month of ShopKeep for my troubles ($69).

This past Saturday (when they charged me for August billing even though it should've occurred on Sunday), I spoke to a young woman on the phone for 45 minutes because my TSP 100LAN receipt printer (that I purchased from ShopKeep, $250) wasn't connecting to my iPad but my kitchen printer was, she continued to tell me that my internet was the problem which is the reason why the TSP's IP address is different and won't connect. It isn't on the same wifi network as the kitchen printer and iPad. Never mind that I told her AT LEAST 10 TIMES that there is only one wifi network and they are all connected to the same wifi network, she made me reset all the networks and unplug everything. TI explained to her that I thought the IP address needed to be reset because it was saying it was "static" now and if there is a way to hard reset the printer. She continued to say it was the internet and that I had to contact my internet provider. I hung up immediately.
I ended up googling how to factory reset the printer and found directions on their competitor's site, TouchBistro, and managed to do that and lo and behold, the IP address reset and no longer said "static" and I was able to connect. If you go to ShopKeep's page, after their basic instructions of checking networks and wires, their suggestion is to find someone knowledgeable about internet routers and modems to reset the system. Seriously. That is your suggestion? What a joke!

After I called today to cancel, I wanted a refund for the month they charged me yesterday and she kept saying they can't do that even after I asked for a supervisor. I told her I don't need her ESPN like commentary and to find me a supervisor. After being on hold for 15 minutes, she answers the phone super out of breath and told me that she had to walk to the other side of the office to talk to the supervisor. She wouldn't have had to do that if she had just transferred me to him. She proceeds to tell me that because it was within 2 days, they can refund it (that's a load of crap, they made that policy up on the spot) and she continues to say, "Which is extremely surprising because I've never seen that done, so that's cool."

ShopKeep is literally a company employing a ton of hipster millennials that have no sense of professionalism on the phone nor could they care less. Now, I am a millennial myself at 26 years of age and I don't want to bash my own generation, but if you collect all of the stereotypes others have of my generation, it is them.

Keep it up ShopKeep, you are definitely killing the game. And great job on being EMV compliant (sarcasm).

They are not EMV compliant. I have lost a lot of money because of it. I will NOT recommend this POS. They didn't give me a time table on when it will be either....so terrible customer service as well. DONT GET THIS POS!!!!

we've been using Shopkeep for several years in fast serve food business. we migrated from a traditional cash register and never looked back.

we're pleasantly surprised on the reliability of the app. the Shopkeep support team is reachable with any questions and they're regularly improving the app. setup was easy and pretty customizable.

the Backoffice provides access to insightful sales data. when we're out of the shop we utilize their Pocket app to monitor sales and cut labor if necessary.

overall the product has exceeded expectations and hands down recommend.

We were misled regarding the chip credit card and chip card reader. We spent $250 on a new card reader that is supposed to work with the new chip credit cards(even though we already had a regular cc reader, purchased from shopkeep), and it does not work with the chip cards!

We've complained repeatedly and have been told it's because "Although the card reader itself is manufactured to accept EMV payments there are a lot of moving pieces going into us being able to release a proper update in order to successfully accept EMV as a tender within the Shopkeep app. With this we currently don't have an estimated date in place for EMV chip compatibility. We are working diligently to have the ability to run those cards soon, you will be informed when that capability is released so please be on the lookout for more announcements from us regarding this in the near future."

How is this considered acceptable?!? I am in the process of filing a complaint with the attorney general's office, but when I saw this opportunity to post a review I couldn't pass it up!