Upserve Reviews

I received a message telling me that I have to call broker@ups.com to facilitate the crossing of my package through the US-Canada border. It was not clear to me what exactly was required of me. Nonetheless, I contacted broker@ups.com which told me that UPS would clear shipment once charges were assessed. In subsequent communications, I was to told that UPS Canada Brokerage would be happy to clear the shipment on my behalf, but I was not told if I have to pay anything and how much. Maybe, I was supposed to visit the links that went with the communications, but since I was not specifically directed to do so, I just read the message since I had other things to do than clicking on links and reading their contents.

Then, I saw a notification that there was an attempt of delivery, but the delivery was not completed because my name was not in the building directory. I called UPS to tell that my name was not in the building directory because we just moved and that they could give me a call (I also gave my phone number to the supplier hoping that it can help facilitate delivery) when they arrived.

I received a call telling me that my package would be delivered. I repeated that they should give me a call, even 30 minutes before the delivery person comes so that I could meet him or her, or send someone to meet him or her. I waited the whole day but there was no delivery that happened that day. The following day I saw a tracking notification that my package would be delivered that day. It was not delivered on that day because there was an issue. So I called. I was told that my name was not on the package and that the supplier did not give my name. Incredulous, I told the agent/worker that was unusual and UPS should have asked for the name of the recipient before even accepting to deliver the package. Nonetheless, I gave my name, even spelling it out like M for mother, etc.

Again, I saw a tracking notification on my phone that my package was to be delivered. Yet, at the end of the day, it was not delivered. I saw that there was an issue that was why delivery was not completed. So, again, I called only to find out that my name on file was incorrect. So, again, I went through the process of slowly spelling my name.

The following day, or so I thought, I saw a tracking notification saying that my package was going to be delivered that day. I waited the whole day and at the end of the day, I received a UPS call telling me that I had to pay $152 for border tax and was given a number to call. Thinking that $152 was too much for a $500 or thereabouts order, I did not call that same day (evening). We googled about the US-Canada border tax and we came to believe that the package was exempted from border tax because it was for personal use and because of its value.

I called UPS the following day, telling the agent that based on our Google search we believed that the package was exempt from border tax. I was told that I had to pay $62.32 (that was a big drop from the $152). Desirous of clearing the impasse, I paid the $62.32 through an agent who got my credit card info. I was assured that there was no more problem and even praised the agent as hero.

Again, the following day, I received a tracking notification that my package would be delivered. At the end of the day, I did not receive my package. Thus, for the nth time, I called again. The UPS agent at the other end told me that I had not paid the $62.32. I said I already paid the other day and I even received an email on it which I could not see because I was using the phone. He insisted that there was no evidence that I paid. He advised me to go to UPS store (he did not tell me which store of the so many UPS stores), pay the $62. 32 and pick up my package. I said, "Why I should I go to the store when I already paid and that the package was supposed to be delivered to me." That was when I was pissed off. I told him that our bank account was deducted $62.32 but he did not believe. He insisted that there was no evidence on the system that I paid, then he hung up.

After the agent hung up, I checked my email and the emailed receipt was there. So, I called again. The agent who answered confirmed that I, indeed, paid. I could not believe why the previous worker before her could not see the evidence in the system. Could it be that he lacked training or simply lazy to look deeper? Or, could it be that the worker before him did not make the proper notes? I was assured that there was no more problem.

For nth time, I received a tracking notification that my package would be delivered on that day, the following day. Later in the day, the tracking notification said that the package could not be delivered because there was an issue. So, I called again. Fav answered the phone. She was courteous and apparently knew what she was doing. I asked her which UPS store was my package so that when I have time I would pick it up. She said it was in a non-pick-up store (another opportunity of improvement: packages for delivery should be deposited in pick-up stores so that when delivery people could not cope with volumes, clients have the options of picking up their packages). I asked her to have it shipped to the closest store to my address as a backup option, but still, UPS should deliver it to my address since it was UPS who made the foul-ups. Why should I shoulder the "cost of bother"?

Hopefully, the issue could finally be resolved. The fact that I used to admire UPS for their efficiency and timely delivery and that I was trained on service excellence added to my frustrations. My expectation was higher yet, in contrast, the service quality and timeliness was so low. I do not know what happened to the UPS that I knew. I do not know why UPS has fallen from among the best organizations to be among the worst (at least in my experience). There must be a lot of lessons to learn for UPS and other organizations.

• Chat Support: My initial contact with Upserve's chat support yielded a temporary fix that lasted only about 1 or 2 hours before the problem recurred. Subsequent attempts with chat support were equally futile.

• Customer Service Center: In search of a more effective solution, I contacted Upserve's customer service center to converse with a human representative. To my dismay, they followed the same manual as the chat support. The most infuriating aspect was the protracted wait times to connect with a representative, leaving me questioning the competency of their support team.

3/15/2023 (Second day of printer downtime): On this day, I reached out to Upserve's support team in hopes of receiving an update regarding the issue. Regrettably, I received no information or progress report. The situation persisted, disrupting our restaurant's operations as we were forced to resort to manual record-keeping.

3/16/2023 (The third day of printer downtime): Despite being promised a resolution by Upserve, the third day brought more disappointment. I eagerly awaited a new printer that was supposed to be dispatched but received neither the printer nor an update from their upper-level engineer. This prolonged downtime severely impacted our business.

3/17/2023 (The fourth day of printer downtime): By this point, our frustration had reached its zenith. I once again contacted Upserve's customer support, only to be greeted with more delays and excuses. It was revealed that they took four days to obtain approval to send a new printer due to contractual obligations. This solution was not only preposterous but completely unacceptable, given the extent of our problems.

In conclusion, my experience with Upserve's POS system and customer support has been a complete disaster. The protracted downtime, lack of effective solutions, and indifference displayed by their customer support team have left me with no alternative but to seek out another POS provider. I earnestly caution others against entering into a contract with Upserve. Even after switching to a different POS system, I continue to be charged by Upserve, which is nothing short of unjust.

Upserve's lack of responsiveness and inability to resolve critical issues in a timely manner is a clear indication of their disregard for their customers' needs. Please take heed of my experience and reconsider using the Upserve POS system. Their support and service leave much to be desired, and the frustration it caused me was simply not worth it.

The printer CONSTANTLY go offline for no reason and tickets stop printing. We were sent handheld devices that have not even worked for a day... they refuse to take them back or off our monthly bill. We have been trying to cancel for month nobody gets back to us EVER. The worst customer service I have ever encountered. And to top all this off, their processing fees are among the HIGHEST in the industry. If your business tends to have more cc payments, this will get really expensive. If you are looking for a pos system, do yourself a favor and do not go with Upserve. You will have headaches for days.

I figured I would wait until they came back the next day to attempt to re-deliver; he came back, turned around and left, didn't even bother to get out of the truck. The shipper refunded my purchase but we had a scuffle about the shipping charges which he finally agreed to do. I won't purchase from somebody who ships via UPS. And people wonder why we use Amazon.

As of late when you have a live issue with your POS systems and you call their helpline you will get an automated voice telling you "we have recently been answering calls in about 1 Hour and 30 minutes" and she's not lying trust me. They have an online support chat which can be a little quicker but not always. The problem with the online chat is you often get disconnected out of nowhere and then you have to start from square one with a new agent and explain everything all over again. I would not recommend using Upserve under any circumstances