Harbortouch Payments review: 1. The pos provided by harbortouch did not meet the expectations 2) ignorant and unattended customer service

1. We entered into a contract with Harbortouch POS system service, effective for a year. Contract was signed on 07/01/2021

2. Harbortouch merchant ID : [protected]

3. We got the POS installed on Dec/29/2021.

4. As soon as we received the product, we noticed a major issues with the POS as follows :

* First of all, we were told that we will be having a Double side monitor which we did not receive. Double side monitor is the most required to our business to provide our customers easy and smooth service.

With the double side monitor, we can be transparent with our customers on payment process and our customers can see the how much they would be charged, if they want to tip the nail tech, and sign or agree on the payment.

* Also, we are collecting tips on retail items. Currently, the tip is added on the service fee + retail items, which is not fair to our customers.

* Most importantly, we are having a hard time communicating with Harbortouch after bringing up the issues. And could not receive the service we were promised. They dont call back or reply to our email. We have been constantly calling them and emailing, but never received a proper reply.

* We opened a ticket with Harbortouch; ticket number : 1418958

5. We started contacting Harbortouch from Jan 5th 2022 regarding cancellation or ways to better the service & POS.

6. We submitted our written request to cancel on Jan 12th 2022

7.It was written in the contract that we can cancel the contract within a month.

8. They sent our cancellation agreement on 14th of Feb 2022 on the condition to pay 25$ for min processing fee an 39$ for POS fee until Oct 6th 2022.

We issued our request to cancel the service within a month but they did not take immediate action. It took 1 month to receive cancellation agreement. But they want us to pay for the contract. We refuse to pay for these fees for they did not keep their words to provide the expected POS and ignorant customer service. We are having a hard time cancel the service and got us stuck

Please look into our case and help us to solve this issue.

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