Marg ShopKeep

We have used ShopKeep for 5 years and have tried to love it but the biggest problem is that we have 2 registers and if both orders get sent to the kitchen at the same time one of them does not print. This is a horrible glitch that they are unable to fix, inspite of so many calls. When their on-line ordering system would not load and work they told us we could be removed from the contract but did not keep to their word. Other complaint is they are only chip reader capable if you change to their processing system. Constant problems with credit card reader connection. When we decided to discontinue their services the poor employee was hostile and dismissive towards our complaints in an attempt to keep us with them. No way.

We have used ShopKeep since 2018. If you are any type of food business, I strongly do not recommend ShopKeep for your needs. Over time, customer service has gotten less responsive, less informed, and quite simply worse. At this point, we find the answer to our problems (by asking other support people) before ShopKeep support finds a solution for us.We give a specific warning to food business owners because it is clear ShopKeep does not design their POS for the food industry. For example, in online ordering, everything is "shipping" rather than "delivery"; it seems like a small difference in language but it is actually one piece of a larger puzzle that quickly indicates they expect you to be sending non-perishable goods and use services like UPS, FedEx, etc. After many many hours work (and again nonexistence help from support who recommended we invoice each customer that wants delivery...), we figured out a solution to the delivery problems. However, our solution is no where near a perfect fix to the problem. And I'm sure fellow small business owners understand that hours of set-up for one element of online ordering is not time you have to spare. It is further worth noting that they do not allow for gratuity or tips with online ordering. The in-person POS is not much better. The in-person register requires customers to select gratuity before payment, which is counterintuitive to most PoS systems and therefore confusing for customers. Our card reader fails constantly and we need to manually enter in card information. Don't even get me started on "gateway error".These grievances are the tip of the iceberg. The problems we experienced the past several years are far more extensive than one review.If you don't require much help from customer support, or you work with non-perishable goods, then ShopKeep might fit your needs. If you work with food or beverages, we recommend you continue searching for a different POS.

I wrote a previous review for small business owners in the food industry, and I'd like to follow up with more details so none of you make the mistake we did by choosing ShopKeep. We have been using ShopKeep since December 2017, so we have a history with them and experienced firsthand how they've changed. Notably, over the past two years, there has been a significant decline in quality of service.Let's talk e-Commerce. For online ordering, ShopKeep offers e-Commerce powered by Ecwid. Ecwid has many features, but many of these are not available to you as a ShopKeep customer. For example, you cannot add gratuity/tips to online checkout with ShopKeep. If you created a plan with Ecwid, then this feature is available to you. (With Shopkeep, you'll need to create a gratuity "product" that customers add to their bag before checkout, like they would add a lemonade or burger). It's frustrating to know that features like this are possible on Ecwid, but ShopKeep won't allow them for their customers.Just take a look at the difference in upgrade plans to see the difference in features. ShopKeep offers two upgrade plans for Online Ordering (Professional at $29 a month, or Unlimited at $70 a month). They do not list the specific details of each plan, but rather a blanket list of features (I.e. "sell on Facebook", "discount coupons"). So, you don't know exactly how these features work for your business until the money comes out of the bank account (no refunds). To compare, Ecwid offers three upgrade plans ($15, $35, and $99). Features like invoicing editing, tips at checkout, etc. start at the $35 Ecwid plan. These same features start at the $70 ShopKeep plan, if they exist at all.Many of the features in the plan seem fine if you work in retail. But if you are in the food industry, then you'll be spending a lot of unnecessary time trying to find a work-around to fit your needs. Why waste your time trying to fix these holes when you could choose a different POS that meets your needs?

My experience with Shop Keep was horrible. When I first signed up Shop Keep Shopkeep sold me on signing up for a whole year to save money which I did in return they sent me a bunch of horrible equipment that I had problems with all the time. The Equipment was not working at times out of 1000 Customers not one to figure out how to use the card reader it was so cheap looking and confusing. And that was the card reader that I had upgraded which cost $300 Because the first one they sent was also malfunctioning and not working correctly there were days I couldn’t use the card reader at all. I called Shop Keep over 500 times for help every time it was somebody new with almost no knowledge about my issue. I upgraded to clover POS system and I am truly amazed on how much better it is and how horrible Shop Keep equipment and service is. I did not get any money back and paid over 3000 for their junk equipment that I am now stuck with that sits in my basement. And pretty much everything that is integrated into Shop Keep they charge you extra for! Shop Keep is a waste of money and you will regret signing up with them if you do trust me.

- Love shopkeep ONLY WHEN IT WORKS. After 2 yrs with them, I am really happy to cancel. - Credit transaction voided automatically after sale is completed with no reasons. - Debit pin entry declined. In fact they don't take debit card. They process your debit transaction as a credit card. Confirmed by shopkeep.t.- Be prepared disconnection between clover & Ipad IN FRONT OF YOUR CUSTOMER for at least 3 minutes. This is a well known issue.- Rude customer service. Be polite, or they will just hang up.- There is no tech dept at all. I was confirmed that the customer service dept IS the technical dept. You are definitely smarter than anyone out there. Technical dept(actually customer phone answering dept) won't make a note so you have to tell your concern repeatedly forever every time you call. Average spending on the phone is 20 minutes. Company will totally ignore your complaints. They said will call back in couple days, but I never received a call for 2 years.Want to hear more horrible story? Don't waste your time & hard earned money.I am going to cancele subscription today.