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Is Upserve the Right POS & Payment Solution for Your Restaurant?

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Maintained Since: February 27, 2013

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Upserve
Rating
A
5/5
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Pros

Cloud-based with analytics​​. Cons:
Competitive flat-rate fees (2.49% + $0.15/transaction)​​.
Offline mode functionality​​.
EMV transaction support​​.
Integrated payment processing​​.

Cons

Restricted third-party integrations​
Limited processing flexibility​​.
High costs for small businesses​​.
No self-service kiosks​​.
Potential server downtime issues​​.

Overview

UPDATE: Upserve has been acquired by Lightspeed. In this review of Upserve, we will provide a detailed overview of the company's credit card processing and restaurant management services. We will cover the range of features they offer, including point-of-sale (POS) systems, mobile payment solutions, and e-commerce capabilities tailored for the restaurant industry. The review will identify the types of businesses that might benefit from these services. Additionally, we will examine client and customer reviews to highlight common trends and potential concerns. The article will also address the company's pricing structure, contract terms, and specific features provided. By the end of this review, you will understand whether Upserve meets your restaurant's payment processing and management needs.

About Upserve

Upserve is a merchant account, point-of-sale, and marketing services provider for U.S. restaurants. The company was launched in 2009 and rebranded itself as Upserve in March 2016. It also acquired Breadcrumb POS in May 2016 and the restaurant inventory management software SimpleOrder in 2018. In April 2019, Upserve announced the appointment of Kendra Tucker as its Chief Revenue Officer. Tucker had previously been employed as the Director of Go-to-Market at Vista Consulting Group, a subsidiary of Vista Equity Partners, which holds a managing stake in Upserve.

In 2020, Lightspeed purchased Upserve, though it continues to operate the company under its own brand.

Products & Merchant Services

Payment Processing

Upserve provides payment processing for all debit and credit cards specifically for restaurants. To access Upserve’s comprehensive data analytics features, merchants are now required to use its payment processing service.

EMV Card Readers

Upserve offers EMV card readers that support chip-enabled payment processing, helping restaurants comply with modern security standards.

POS Systems

Upserve’s point-of-sale (POS) systems are tailored for the food service industry, offering tools to handle orders, payments, and staff management.

Restaurant Management Tools

Upserve’s management tools aim to support restaurant operations by providing features for tracking inventory, scheduling staff, and managing menus.

Gift and Loyalty Programs

Upserve provides integrated gift card and loyalty programs that aim to help restaurants attract and retain customers. These programs are designed to offer integration with their POS systems.

Mobile Processing

For restaurants looking to accept payments beyond the traditional countertop setup, Upserve offers mobile payment processing solutions.

Customer Reviews & Sentiment

Low Complaint Total

Our findings show roughly 20 Upserve complaints, with a few labeling the company as a scam or a ripoff. The main issues raised by complainants include hidden fees and lackluster customer service. However, some of these complaints have been addressed by company representatives, often leading to satisfactory resolutions. If you have an experience or complaint about Upserve, we encourage you to share it in the comments below.

Upserve Lawsuits and Fines

No significant class-action lawsuits or Federal Trade Commission (FTC) complaints have been found against Upserve. Merchants seeking non-litigious methods to address their concerns are advised to consider reporting them to appropriate supervisory organizations.

Upserve Customer Service Options

Upserve maintains a dedicated support website featuring live chat, as well as 24/7 phone and email support. These contact methods align closely with the standards of top-rated merchant accounts known for excellent customer service. Considering the company’s relatively low number of complaints and its comprehensive support options, we award Upserve an “A” rating in this category.

Upserve’s customer service contact details:

Industry Scores & User Ratings

Online Ratings Summary
PaymentPop1
BBB Rating1.29
Trustpilot4.4
Google Maps1
Average Rating2.23

PaymentPop Rating for Upserve

Negative Feedback

Don’t go with Upserve if you value your time, money, or mental state. Absolutely atrocious company. Read their BBB reviews for more insight.

Positive Feedback

There are no positive reviews published about Upserve on the PaymentPop website.

Upserve BBB Rating

Upserve has been an accredited business with the Better Business Bureau since 2010. As of this review, the company has an “A+” rating with the BBB and has had 17 complaints filed against it in the last 36 months. 13 complaints relate to a product or service issue while the other 4 stemmed from issues with billing or collections. 7 of these 13 complaints were resolved to the satisfaction of the merchant. The remaining 6 were resolved to the dissatisfaction of the merchant or received no final reply. Upserve has a 1.29 out of 5 star rating based on 7 user reviews on the Better Business Bureau website.

What Merchants Say

In addition to those 17 complaints, the company has also received 51 informal reviews on its BBB profile. 44 of those reviews are positive while only 6 are negative in tone. The most recent negative review details problems with customer service and the server:

Just converted to Upserve from Toast Implementation support and customer service are horrible, Second weekend system went off line Friday and Saturday night of a holiday weekend.

This merchant would be better served by one of our top-rated processors for customer service.

An “A+” Performance Overall

In light of the company’s low complaint total and resolution ratio, we agree with the BBB’s rating as of this update.

Trustpilot Rating for Upserve

Upserve has a 4.4 out of 5 star rating based on 144 user reviews on Trustpilot.

Positive Feedback

POS System is great, customer service is fantastic, report is very helpful, cant say enough. It is on the expensive side.

Negative Feedback

They do not listen to their customers. They do not resolve or care about issues that have been “in their queue” for literally, years. I would not recommend this POS for restaurants. They claim to be “Lightspeed” “technologically advanced” when they can’t seem to accomplish or resolve simple tasks that baby restaurant technologies (like doordash, Toast…etc) kick their butts in doing. When our contract is up, so our business with them will be also.

 

Google Maps Rating for Upserve

Upserve has a 1 out of 5 star rating based on 4 user reviews on Google Maps.

Negative Feedback

Terrible customer service.

Positive Feedback

There are no positive reviews published about Upserve on Google Maps.

Processing Rates & Fees

Three Pricing Plans

Upserve now has three pricing options designed for restaurants of varying sizes. Each package comes with a monthly fee and a transaction fee of 2.49% plus $0.15. The first terminal is included at no extra cost, with a set fee for additional terminals.

The “Core” Plan

Priced at $59 per month and $60 for each extra terminal, the “Core” plan offers Upserve Workforce, Upserve Marketing, and access to a live mobile app at no additional cost. Optional features include Upserve Online Ordering for $59/month and Upserve Inventory for $99/month.

The “Pro” Plan

The “Pro” plan is available for $199 monthly, with additional terminals costing $50 each. This plan expands on the “Core” by including Upserve Workforce, Upserve Marketing, a limited-time offer on Upserve Online Ordering, Upserve Inventory, Upserve Loyalty, and the live mobile app.

The “Pro Plus” Plan

At $359 per month and $40 for each additional terminal, the “Pro Plus” package is the most extensive, catering to larger establishments. It includes all “Pro” features, plus custom reporting, data API, and enterprise account management tools.

Previously Listed Rate Quote

While Upserve’s pricing structure seems to align with the scope of services provided, it may not suit smaller restaurants or single-register outlets that may not fully utilize its features. The absence of the previously advertised interchange plus $0.15 transaction fee suggests a potential increase in payment processing charges.

Upserve Contract Terms

Details on Upserve’s contract duration, early termination fees, PCI compliance fees, monthly minimums, and other fees are limited. A report suggests a three-year agreement with a $300 early termination fee, yet no complaints have surfaced regarding excessive charges. Merchants are advised to confirm these details prior to engagement. If you’re aware of Upserve’s specific fees and terms, sharing in the comments of this review would be appreciated.

For more competitive options, merchants can explore our selection of thetop merchant account providers.

Employee Reviews & Sales Practices

Upserve Sales Approach

Upserve appears to market itself primarily through telemarketing, referral partnerships, and its website. There is no indication at this time that the company employs independent sales agents or partners with ISOs. We are currently able to locate a few Upserve complaints that cite hidden fees, poor customer service, and a handful of employee complaints describing a “hiring mill” type of environment. It is unclear at the moment how this compares to our list of the best credit card processors.

Upserve Pricing

The Upserve website is navigable and informative. At the time of our last update, its “Pricing” page quoted the rate for Upserve’s in-house payments service as interchange plus $0.15, which was fairly low, and we could not find any evidence that this rate was misleadingly quoted. As of this update, the “Pricing” page has been modified to now simply say “transparent fixed rate” beneath its “Payment Processing” section. We will therefore assign the company an “A” rating in this category for the time being. Upserve’s pricing options are one reason it has become a leading provider for businesses within the restaurant industry.

Upserve Competitors

Compare Upserve to competitors that earned top marks.

Host Merchant Services logo
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Helcim logo
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CDG logo
Pricing

Bottom Line

Upserve rates as a reliable merchant services provider according to our rating criteria. The company demonstrates a commendable level of customer satisfaction, evidenced by the relatively few complaints found online. Upserve appears to offer straightforward and competitive contract terms, coupled with adequate customer support, making it a solid choice for businesses seeking reliable merchant services.

However, it is important to note that Upserve’s overall rating may evolve as it continues to establish its reputation among merchants. As the company grows and receives more feedback, its standing could shift based on new data and customer experiences. For now, restaurant business owners, in particular, might benefit from exploring top-recommended restaurant merchant account providers. These specialized providers often offer the most competitive pricing and contract terms tailored to the unique needs of the restaurant industry. By comparing these options, restaurant owners can ensure they receive the best possible deal and support for their specific business requirements.

Location and Ownership

Upserve is a registered ISO/MSP of Wells Fargo Bank, N.A., in Concord, California, and is located at 10 Dorrance St, Providence, Rhode Island 02903. Sheryl Hoskins is listed as the CEO of Upserve.

Read Actual User Reviews

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