We take our role in providing guidance and education regarding the card payment industry very seriously. At our own expense, we have vigorously defended our right to continue expose unethical and predatory practices in the industry, successfully defeating every attempt to silence us. However, fending off frivolous lawsuits is costly. To sustain these efforts, one of the ways we generate revenue is through affiliate partnerships with ethical providers. This means that some of our outgoing links connect business owners to trustworthy, low-cost payment processors, which is what most of our readers seek. We see this revenue channel as a win-win-win for everyone involved. Business owners find good processors, processors get good clients, and we are able to continue to provide a valuable service to the small business community. We also recommend and link to many services that do not compensate us. Our priority is to guide you to the best solutions for your needs, regardless of potential revenue. If you have questions, please feel free to contact us.
All mentions of rate and fee costs are estimations based on publicly available information and client feedback. Actual costs may vary based on a variety of factors unique to your business.
In this article, we review TouchSuite, a Boca Raton based merchant account provider that offers its own POS system, TouchSuite Restaurant, along with options such as Poynt, QuickBooks POS, and Clover. We cover their payment processing services, Grubbrr self-ordering kiosks, and mobile payment solutions, highlighting features designed for different types of businesses. The review also examines TouchSuite’s pricing, fees, contract terms, and customer support, while considering user and employee feedback, common complaints, and marketing practices. To round out the analysis, we look at industry ratings and overall reputation, giving readers a balanced view of TouchSuite’s services and whether it’s a good fit for their business.
About TouchSuite
TouchSuite Homepage
Founded in 2004, TouchSuite is a Boca Raton, Florida-based merchant account provider that provides a proprietary POS system called TouchSuite Restaurant alongside Poynt, Quickbooks POS, and Clover solutions. According to the company’s website, it also offers QuickBooks POS payment processing, small business loans, online invoicing, local SEO, and e-commerce gateways. The company also invested in Grubbrr, a self-ordering kiosk that supports EMV, NFC, and swipe payments. TouchSuite also appears to provide merchant accounts through a DBA called American Bancard, LLC, which has the same address as TouchSuite. In 2018, TouchSuite acquired Alpine Payment Systems. TouchSuite’s POS system does not appear to integrate with third-party processors, meaning that businesses will need to switch to TouchSuite’s credit card processor in order to accept payments.
Products & Merchant Services
Point of Sale
TouchSuite provides three types of point-of-sale (POS) systems. The first is their proprietary TouchSuite POS system, tailored for restaurants. It includes features such as table layout design, delivery driver information, product waste tracking, overtime tracking, drink chips, combo detection, phone reporting, drawer calculation, on-the-fly price changes, and scheduling. The second option is the GRUBBRR self-service kiosk, which features touchscreen menus for customer self-ordering and includes many customization and reporting features similar to the TouchSuite restaurant POS. The third option is the Clover POS system, widely used in retail settings, available in various formats including terminals, mobile solutions, wireless swipers, and tabletop swipers.
Payment Processing
TouchSuite’s payment processing services support all major credit cards, including Visa, Mastercard, American Express, and Discover. Their solutions enable businesses to accept payments in-store, online, and on-the-go using mobile devices.
Mobile Payments
TouchSuite also offers mobile payment solutions that allow businesses to process payments via mobile devices. These solutions are user-friendly and equipped with security features to protect customer data.
Customer Reviews & Sentiment
Evaluation of TouchSuite Reviews
We’ve identified over 30 negative reviews of TouchSuite, with accusations ranging from scam allegations to dissatisfaction with services. Customers frequently report issues such as malfunctioning hardware, software glitches, burdensome equipment leases, inadequate customer support, inflexible contract terms, and elevated processing fees. Many reviews describe challenges with setting up or utilizing the product effectively, compounded by insufficient support. Additionally, the sale of long-term equipment leases has emerged as a significant concern. We encourage you to share your TouchSuite experiences in the comments section below.
TouchSuite Customer Support Overview
Feedback specifically addressing TouchSuite’s customer service frequently points to long wait times and delayed responses as primary grievances. Such service levels do not align with the standards expected from leading customer service providers.
Industry Scores & User Ratings
Online Ratings Summary
PaymentPop
1
BBB Rating
1
Trustpilot
4.5
Google Maps
3.6
Average Rating
3.03
PaymentPop Rating for TouchSuite
Negative Feedback
We have been trying to get emergency technical support for over 24 hours. Our terminals on down on a holiday weekend. We’ve left over 12 requests for call back. We’ve used 3 phones waiting on hold for over 2 hours. DO NOT USE THIS COMPANY. We are changing companies as fast as we can.
Positive Feedback
There are no positive reviews published about TouchSuite on the PaymentPop website.
TouchSuite BBB Rating
TouchSuite currently has an “A+” rating with the Better Business Bureau and was formerly accredited since 2012 but has lost its accreditation. The company has received 0 complaints to its BBB profile in the past 36 months. TouchSuite has a 1 out of 5 star rating based on 1 user review on the Better Business Bureau website.
What Merchants Say
In addition to the complaint, TouchSuite has also received 0 informal reviews on its BBB profile. A previous review was negative and details deceptive sales practices and poor communication with customer service:
SCAM!! Spoke with jordan, and on the site they said you could have an elevon account. However! You must have a crappy touch suite account before they ship out product. Misleading , jordan the rep said ” Oh they must have just changed the terms”.
Businesses looking for comprehensive POS systems should review the top merchant service providers for these solutions.
An “A” Performance Overall
The BBB also maintains a profile for TouchSuite’s credit card processing partner, American Bancard, LLC. American Bancard also has an “A+” with the BBB and has received 0 complaints in the past three years. In light of TouchSuite’s overall complaint record and the BBB profile for American Bancard, we agree with the BBB’s rating.
Trustpilot Rating for TouchSuite
Touchsuite has a 4.5 out of 5 stars based on 136 user reviews on Trustpilot.
Positive Feedback
Amazing service from start to finish, and more importantly great tech support. Thank you all so very much for making my brand an online success! :)
Negative Feedback
This company is not recommended, please don’t do any business with them. Stay away from them..
Google Maps Rating for TouchSuite
TouchSuite has a 3.6 out of 5 star rating based on 99 user reviews on Google Maps.
Positive Feedback
TouchSuite has provided me an excellent service over the years and their support staff has been extremely accommodating. I would recommend them to any new business who is looking to become a merchant processor.
Negative Feedback
Be wary of this company and it’s exploitive practices. One minute you’re doing fine, the next is bad customer service and lots of money in their pockets once they are done with the transactions and you.
Processing Rates & Fees
Standard Contract Details
As per the standard TouchSuite contract, the company typically offers a three-year agreement with a Liquidated Damages clause for early termination. TouchSuite collaborates with First Data Global Leasing for equipment leases, which entail non-cancellable arrangements. However, First Data Global Leasing’s unfavorable reputation for expensive contracts raises concerns. Businesses are advised to be cautious of contracts entailing liquidated damages for early termination.
Variable Pricing Structure
TouchSuite advertises rates as low as 0.20% + 10 cents, primarily targeting specific industries like Retail, Restaurant, and Salon Credit Card Processing. However, actual rates may vary based on the service availed, as indicated in various TouchSuite reviews. The company also offers interchange pricing for certain sectors. Integrated credit card processing with TouchSuite’s POS system limits flexibility in rate negotiation with third-party providers. Nonetheless, TouchSuite claims to match or beat existing rates.
We encourage business owners to check out our list of the providers of the best merchant services.
TouchSuite Lightning App Pricing
TouchSuite provides a proprietary app to optimize QuickBooks POS, featuring exclusive rates for clients using this solution. The pricing includes a flat PIN debit rate of 0.95% plus $0.22, swipe rate of 1.95% plus $0.22, and keyed-in rate of 2.95% plus $0.22. These rates undercut those offered directly through QuickBooks.
Virtual Terminal and Payment Gateway Services
In addition to in-store payment solutions, TouchSuite promotes its virtual terminal and payment gateway services. Partnerships with USAePay, Converge, Authorize.NET, and NMI facilitate e-commerce payment processing. Each partner imposes distinct rates and fees, such as a 2.9% + $0.30 rate by Authorize.net and a $25 gateway fee, alongside additional charges.
Concerns Regarding Contract Terms
Public TouchSuite reviews express reservations about the contract terms, particularly concerning the collaboration with First Data Global Leasing. This partnership significantly affects TouchSuite’s rating in this aspect. Businesses are often better served with month-to-month contracts, allowing flexibility in selecting credit card processors, especially considering options from the cheapest providers.
The displayed rate on TouchSuite’s restaurant section[/caption>
Lawsuits & Legal History
Our investigation did not uncover any active class-action lawsuits or Federal Trade Commission (FTC) complaints against TouchSuite. Those seeking non-litigious solutions to disputes with the company are advised to report their issues to relevant regulatory authorities.
Employee Reviews & Sales Practices
Mixed Marketing Approach
TouchSuite appears to market its services via an independent agent program, referral programs, a brand ambassador program, and traditional advertising. The use of independent agents is commonly linked to complaints within the credit card industry due to the reduced oversight that these sales agents usually receive. In this case, we have located approximately 20 TouchSuite reviews that accuse the company of misrepresentation or nondisclosure of fees. Specifically, these TouchSuite complaints cite incomplete disclosure of the company’s cancellation fee and monthly costs. Other complaints mention nondisclosure of equipment lease terms through companies like First Data Global Leasing and through MBF Leasing, a known DBA of Northern Leasing Systems. This does not compare favorably to our list of best credit card processors.
Beat-Or-Match Pricing
TouchSuite advertises “rates as low as .20% + 10 cents” on its website with a fine print disclaimer stating that restrictions may apply, TouchSuite rates are subject to change without notice, and that the offer may be discontinued at any time. The company also claims that it will beat or match a business’ existing pricing. It is unclear whether a multiyear contract is required of all TouchSuite clients at this time, but this requirement could possibly conflict with the company’s beat-or-match claim when it comes to clients who are on month-to-month contracts.
No Widespread Sales Issue
Overall, TouchSuite has received some negative feedback with regard to its sales tactics, but these complaints do not indicate a widespread sales issue at the company. If you suspect that TouchSuite is charging you undisclosed fees, we recommend seeking a third-party statement audit to eliminate hidden costs.
TouchSuite Competitors
Compare TouchSuite to competitors that earned top marks.
TouchSuite stands as an average point-of-sale system provider for credit card processing. Over the past few years, the volume of complaints received about the company has ranged from low to moderate. However, a particularly concerning issue is the inclusion of a non-cancellable equipment lease in its standard contract terms, which serves as a significant red flag. Such terms can lock businesses into long-term financial commitments that may not be in their best interest, potentially complicating their financial management.
Despite these concerns, it may still be possible for businesses to negotiate a favorable deal with TouchSuite if they approach the process with thorough preparation and diligence. Businesses considering TouchSuite for their merchant services should undertake comprehensive research and not shy away from negotiating to improve the terms offered. Additionally, it is wise to compare TouchSuite’s pricing and contract specifics with those of top-rated providers in the industry.
The displayed rate on TouchSuite’s restaurant section[/caption>
