HarbortouchReviews of harbortouch.com

Please note that when you sign a contract with Harbortouch one of the contracts renews every 2 years and the other one renews every 3 years, which means you are always stuck in a loop of contracts that are not easy to get out of. One of the contracts starts when you sign up and the other one starts when the system is installed about 3 months later. In other words, its almost impossible to time them out and get out of it when you need to. When we signed up for Harbortouch our sales rep Candice was great. Super helpful and very ready to get us started. When we wanted to get out of the contract after years of terrible experiences she refused to call me back after leaving multiple voicemails. She did send me a nice email saying that the questions I had of course had to be answered by a different department. That department sent me back to her. Then the system was installed and our nightmares began. First they installed a thermal printer in our kitchen. It was getting slightly warm and not printing tickets. The restaurant was busy and the kitchen was not receiving food orders. Once we realized it there was a pile of tickets that did not go through. As a restaurant owner you understand timing is everything so this was an obvious huge problem. Our kitchen then had to use hand written tickets for awhile. It made our jobs so much harder to say the least. It took Harbourtouch WEEKS to fix this issue. Once they realized that we needed an impact printer not only did they charge us extra for that printer but also tacked on a $12 per month fee for this. They took no responsibility in the loss of money they created when the printer wasn’t working and our customers weren’t thrilled that food was taking so long to come out to the table. We had so many issues with initial setup that they made us “VIP” members. Which means when we call we get a “special team” to take care of us. They don’t tell you that when you call and wait on hold for over 15 minutes that the second they realize you are VIP customer a normal service rep cannot take your call. Then you get to hold for another 15-20 min for a VIP rep to take your call. If I could add up the amount of time I spent on hold with this company and get that time back I would probably regain a year of my life. After a few years of doing business with them our computers started freezing up almost daily. We would have to restart everything and then call Harbortouch to have them remote login and fix these things. After months of this we FINALLY got a supervisor on the phone. This task alone is almost impossible. Every time we asked to talk to a supervisor there was never anyone available. It did not matter if we called during business hours, somehow nobody was ever in charge or willing to speak to us to figure out the issues. This is when they discovered that the amount of information the POS was holding was too much for the system and they had to “archive” all of our past business. This once again wasn’t a huge deal once it was actually fixed. There was about 4 nights in a row that we were “on schedule” to have this update done and we were forgotten about every night. We would then go into work in the morning expecting our computers to be up to speed and cleaned out and it was not done. The POS then worked fine for a little while. Harbortouch is not compatible with chip readers so they had to send us separate card readers to plug into the side of the computer. This not only slowed everything down but also took up much more counter space and changed the way holding tabs worked. Annoying, but not a huge problem. The problem with the card readers is that they do not hold information when your internet connection goes out. With the new system we have in place that information is stored. I cannot count on two hands the amount of times that we had to use knuckle busters to hold card info and then manually type in every card number to close out those tabs. This could take hours due to being a

buyer beware!! This company sucks you in and never lets you know of upcharges etc. you will see the bill get larger and larger, then when you try to get out you find it automatically renews every three years!!

When I received the POS system it was totally different from what the salesperson told me. Access online with limited function, very old system, contract you can't cancel without fees. I tried to reach the salesperson never answer, tried to reach Harbourtouch many time, spending hours and hours to try to cancel, never answer, the answering email was it's because you don't know how to use the sytem. they started to take on my bank amount with out any invoice or justification. I had to hiring an attorney to have an answer

One of the worst POS systems. They lock you into a term and then also have the nerve to Auto Renew your contract when you've told them your not using their services!

Credit card machine not working

If you ever look for a point of sale for your business please stay away from Harbortouch . I have been a customer from almost 2 years and never had a recall. The technical department is great .When it come from processing your transactions they are really bad. Ryan Shaikh is a risk analyst with them and he has a horrible customer service and especially careless work ethic. I had a transaction done on my account of $4000 on the 10-09-2019 with a regular customer that always buy from me. On the 10-15-2019 Ryan e-mail my saying that they put the money on hold and they need a proof of my statement , invoice, and Custumer information. While 3 weeks ago that same customer bought from me and the money was put in hold and he ask the same thing and I provided everything. After sending everything’ 5 days later he come back telling me that he can’t process the transaction while the customer has already received their goods. He asked me to issue a refund; which I did ....now I found it myself with a short of $4000 from my personal account and no goods. After contacting him about the issue he responded to me with arrogance and careless that I need to wait 5 business day to make sure the refund doesn’t balance back to them while the transaction went through from my account. After the 5th day he sent me an email asking me a proof of account balance from my account to make sure the transaction went through since they didn’t receive any recall so they can release the money. So today 10-30-219 he finally decided to release the money, and telling me it will be processing the same amount of time. So a company that processing my payments will hold a $4000 from my business for 20 days stating they don’t feel safe. With no worries about how my business worked or the impact it can cause to my business.....so please stay away from them especially having to deal with Ryan Shaikh rudeness and lack of customer service, and careless of his manager.

I canceled after many years, due to retirement. In my cancellation telephone call, I was told I did not need to return any equipment (one machine, I think, 10 or so years old). They confirmed the cancellation 5/10/19. On 6/25/19, without any notice to me, they debited my bank account $450. When I called and demanded the debit be reversed, I was told it was because equipment was not returned. My explanations that the charge was improper were ignored, as were my requests to talk to a supervisor.

First this company does not care if you stay or go, every employee that I have talked to has an uppity attitude which in turns puts you on the defensive. back in December we identified a scam that a customer had pulled on one of our employees. We had already started a case with the detectives, we were just waiting for the charge to bounce back so we could continue with legal action against the thieving customer, took about 2 months but finally it was drafted from our account around $4500 so not only did Harbortouch draft the entire amount which have have been seen in their account the next day they also held about 10 days of our charges too. So all in all they had took approx 9K. When we called about it all we got was attitude and an unwillingness to resolve the situation. After much anger and back and forth phone calls, them hanging up several times it took 4 days to return our money. We had a serious meeting here at work about moving to another processor but ultimately decided to give them the benefit of the doubt. This all went down a couple months ago, no problems until recently our equipment needed to be replaced/updated, so they send us 6 terminals with the updated software. We knew that we need to sen the old equipment but they never gave us a deadline, we got busy doing what we do and noticed a charge of $645.00. We called and they said it was for the equipment. We explained that we have not notices, phone calls or emails. They were using and old email account that doesn't exist anymore, before we could send it back they tried to debit another $3200 for old antiquated equipment that you couldn't give away. We called again and they were so apologetic and was going to send refunds right away.....never happened. Luckily I was able to put a stop payment on the $3200. They are still holding the $645 and they have the old equipment back. On top of all the nonsense they are trying to access a (Cancellation FEE $680) This company has no morals, they are all about the thievery and really really poor attitudes. They provide terrible service and when someone says enough they try to get a bonus out of their bad behavior. Absolutely terrible!!