Agree with our rating?
Tell us about your experience with Revel Systems in the comment section below.
Before You Switch Processors, Find Out How Other Businesses Got Fee Refunds From Their Current Processor.
An iPad POS System and Platform
Revel Systems is a point-of-sale (POS) system provider that offers software and hardware for the iPad. Based in San Francisco, California, Revel offers custom POS solutions for the service, entertainment, restaurant, grocery, and retail industries. Revel initially partnered with PayPal, First Data, Worldpay, Newtek, Adyen, Moneris, QuickBooks Payments, Tyro, and Quest Payment Systems as its integrated merchant account providers, but the company has recently started offering merchant accounts through Revel Advantage, its own bundled POS and payments service.
Revel Point of Sale
The Revel point-of-sale system offers just about every hardware option in the industry, including standards such as tablets, swipers, and cash drawers, but also fulfills more specific merchant needs such as kiosks, printers, barcode scanners, network solutions, diagnostic hardware, kitchen screens, bumpbars, caller-ID displays, and scales. POS features offered by Revel include custom user access, social media integration, split bills, payment encryption, WiFi management, gift and loyalty programs, delivery tracking, sales reporting, mobile device management, payroll services, bar tab management, online ordering, and PCI compliance. Revel also claims that its software can be paired with over 95% of credit card processors through the USAePay payment gateway.
Headquartered in San Francisco, California
Revel Systems was founded in 2010 and is a registered ISO/MSP of Fifth Third Bank, Cincinnati, Ohio, and a registered ISO of Wells Fargo Bank, Concord, CA. The company maintains its headquarters at 575 Market Street Suite #2200, San Francisco, CA 94105. Greg Dukat is the CEO and Lisa Falzone is the founder of Revel Systems.
Revel Systems Review Table of Contents
- Costs & Contract: Offers a three-year agreement with a flat fee and otherwise variable contract terms. The company also charges a software fee of at least $99 and an installation fee beginning at…
- Complaints & Service: Has received more than 100 public complaints in regards to its…
- BBB Rating: Currently has an “A-” rating with the Better Business Bureau and has received 12 complaints and 9 reviews regarding…
- Sales & Marketing: Does not appear to hire independent sales representatives, but it has received a low-to-moderate number of complaints about its…
Should You Trust Revel Systems?
Lawsuits, Reviews & Complaints
Here's Who We Trust.
Total Online Complaints
Live Customer Support
Most Common Complaint
Moderate Complaint Total
We are currently able to locate over 100 negative Revel Systems reviews across various consumer protection websites, some of which outright accuse the company of being a scam or a ripoff. Common complaints include difficulty setting up the system (even with on-site technicians), high pricing, poor tech support, and persistent software and hardware malfunctions. These issues vary greatly in their specifics because of Revel’s customized nature, but the consistent theme is one of disappointment in the system’s performance for the price. The combination of the high initial cost of the service and the poor customer support provided appears to be the main problem for complainants, who claim to lose even more money when trying to get the system running correctly.
Revel Systems Lawsuits
The District Court for the Northern District of California approved a $2.75 million settlement in a class lawsuit filed against Revel Systems in April of 2019. The case, Bisaccia v. Revel Systems, was filed by a group of inside sale representatives of the company who sought unpaid overtime wages. The suit details the company’s culture of pressuring its sales representative to close deals within their standard 40-hour workweeks. However, employees who worked in excess of 55 hours during some weeks to make their sales goals were not compensated for their overtime.
Revel Systems’ defense against the suit claimed that the sales representatives were exempt from the overtime protections codified under the Fair Labor Standards Act (“FLSA”) on the basis that they earned a commission on the basis of their job performance. However, the FLSA does extend overtime protections to commission-earning employees. It appears as if the company settled on that basis in order to mitigate its liability for damages and restitution that a ruling would have been given to the plaintiffs.
Revel Systems Customer Support Options
Although they have a low-to-moderate complaint total for a company that has been in business since 2010, many of the complaints are recent enough and severe enough to negatively impact Revel’s rating. As a point in its favor, Revel provides email and phone support for its users, although the effectiveness of these channels is disputed in merchant complaints. The general dissatisfaction with Revel’s customer service team supports our decision not to include the company in our list of top-rated processors for customer service.
Is the BBB Rating for Revel Systems Accurate?
Better Business Bureau Profile
See Which Processors Offer No Monthly Fees And No Contracts.
Product & Service Complaints
Billing & Collection Complaints
Advertising & Sales Complaints
Guarantee & Warranty Complaints
Moderate Complaint Total
Revel Systems currently has an “A+” rating with the Better Business Bureau and is not accredited. The company is showing 12 complaints filed in the past 36 months. 7 of the complaints were due to a problem with a product or service, 4 were billing or collections issues, and 1 was due to advertising or sales problems. Only 3 of these 12 complaints were resolved by the company to the satisfaction of the merchant. The remaining 9 were resolved to the dissatisfaction of the merchant or received no final response.
What Merchants Say
Revel Systems has also received 9 informal reviews on its profile, and all are negative in tone. In 2020 Revel Systems seems to have taken up supplying PPE. There are many recent complaints relating to this service. The most recent negative review describes Revel System’s failure to delivery ordered Covid-19 protection:
Order a mask on April 10th and has yet to be delivered. Not the only person either. This company needs to be put out of business and website removed.
An “A” Performance
Given the company’s complaint total and resolution ratio, we agree with the BBB’s rating at this time.
How Expensive is Revel Systems Service?
Rates, Fees, and Contract Terms
Don't Fall Into An Expensive Trap. See Who The Worst Processors Are.
1.00% - 4.99%
$99 Per Month (Per POS Teminal)
System On-Boarding Fee
Early Termination Fee
PCI Compliance Fee
Equipment Lease Terms
36 Month (locked)
Recent Pricing Disclosure
Since a previous update, Revel has begun listing its pricing on its website. Initially, the company preferred for merchants to get in touch before discussing specific service packages. One reason for this may be that pricing was highly variable through Revel’s partnerships with resellers. Now that the company offers its own payment processing, the company has chosen to make some of its pricing available for public view.
Revel Systems Pricing
Revel’s software starts at $99 per month per terminal and includes inventory management, customer-relation management, employee management, and reporting and analytics features. The POS system requires a three-year agreement and must be used with Revel Advantage, the company’s new payment processing service. Revel Advantage is advertised as having a flat fee, but Revel Systems does not disclose the exact rate quote. It is probable that the company’s payment processing rates and fees are subject to variation depending on a merchant’s size, business type, and time in business. Revel’s system installation fee starts at $649 and likely ramps up depending on the number of terminals required and the size of the business.
Costly Up-Front Expense
The company’s original preferred processing partners are generally known to have industry-average contract terms that often include long-term agreements, early termination fees, PCI compliance fees, and other fees, but it is unclear how competitive Revel’s own processing fees compare to low-cost merchant account providers. Its overall software and installation price points are not especially competitive with other cloud-based POS solutions, so business owners should specifically be sure to determine whether they are doing sufficient monthly volume to justify the high up-front expense of a Revel POS system.
Does Revel Systems Use Deceptive Marketing?
Advertising & Sales Strategy
Audit Your Current Statement To Find Its Hidden Fees
Processing statements are intentionally complicated so that they can overcharge you. Get clarity before you switch.
Employs Independent Resellers
Advertises Deceptive Rates
Discloses All Important Terms
Inside Sales and Resellers
Revel Systems appears to market its services through an in-house sales team as well as through third-party resellers within the payment processing industry. The company has recently begun offering a bundled merchant account with its POS service, but it has avoided providing specific rate quotes and contractual offers that are commonly seen with other payment processors.
Some Negative Reports
There are a low-to-moderate number of Revel Systems complaints related to the company’s sales team, specifically with respect to unrealistic guarantees made by sales agents. Complainants mention undisclosed fees, higher-than-expected costs, and misrepresentation of the product’s full capabilities (specifically with respect to QuickBooks integration).
Get a Thorough Explanation
It appears that the sales experience through Revel is strongly correlated with the sales agent opening the account. Merchants with specific or unusual point-of-sale needs should be sure to voice those needs before signing up and ensure that they receive a satisfactory explanation of how Revel will fit into their payment environment. Additionally, merchants should consider seeking a third-party statement audit to find and eliminate fees that could potentially be hidden in their Revel Advantage contracts.