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Upserve Review: Fees, Comparisons, Complaints, & Lawsuits
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A Restaurant Merchant Services Provider
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.
Upserve Payment Processing
Upserve processes all debit and credit cards for restaurants. Their services include EMV card readers and swipers, POS systems, restaurant management tools, gift and loyalty programs, mobile processing, and more. Upserve now requires merchants to use its payment processing service in order to have access to its robust data analytics features.
Upserve Location and Ownership
Upserve Review Table of Contents
- Costs & Contract: Upserve offers three plans. Their Core ($59/month), Pro ($199.00/month), and Pro Plus Plans ($359/month) each charge a transaction fee of $2.49 plus $0.15 across each plan.
- Complaints & Service: Upserve complaints number approximately 20 on public complaints forums.
- BBB Rating: Upserve has an “A+” rating and has received 17 complaints and 51 reviews in the past 3 years. The company has been accredited by the Better Business Bureau since 2010.
- Sales & Marketing: Upserve does not appear to hire independent sales representatives and has not received any complaints about its sales practices.
Upserve Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||10+|
|Live Customer Support||Yes|
|Most Common Complaint||N/A|
Low Complaint Total
We are currently able to locate approximately 20 Upserve complaints, and a couple accuse the company of being a scam or a ripoff. Common themes among complainants include hidden fees and unavailable or unhelpful customer service. Some of these complaints received responses from company representatives that seem to have resolved the merchants’ issues satisfactorily. If you have your own Upswerve complaint to make, please do so in the comments below.
Upserve Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against Upserve. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Upserve Customer Service Options
The company has a dedicated support website that hosts a live chat feature and 24/7 phone and email support. These contact options are close to what we expect from top-rated merchant accounts for great customer service. Given the company’s low complaint total and robust support options, we are awarding Upserve an “A” in this category at this time.
We have located a single Upserve customer service phone number:
(855) 664-3887 – Toll-Free Support
Upserve Online Ratings
Here's How They Rate Online
|Product & Service Complaints||13|
|Billing & Collection Complaints||4|
|Advertising & Sales Complaints||0|
|Guarantee & Warranty Complaints||0|
Under 20 Complaints
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.
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.
Upserve Fees, Rates & Costs
A Closer Look at The Contract
|Flat Rate||2.49% + $0.15|
|Core Plan Fee||$59 Per Month|
|Core Plan Additional Terminal Fee||$60 Per Month|
|Pro Plan Fee||$199 Per Month|
|Pro Plan Additional Terminal Fee||$50 Per Month|
|Pro Plus Plan Fee||$359 Per Month|
|Pro Plus Additional Terminal Fee||$40 Per Month|
|Online Ordering Fee||$59 Per Month (Core Plan Only)|
|Inventory Fee||$99 Per Month (Core Plan Only)|
|Early Termination Fee||$300|
Three Pricing Plans
Upserve now offers three pricing plans, each of which is intended for different sizes of restaurants. Each plan includes a monthly subscription charge, a rate of 2.49% plus $0.15, as well as a free terminal with a fixed price for any additional terminals.
The “Core” Plan
The “Core” plan costs $59 per month and $60 per additional terminal. The “Core” Plan also includes Upserve Workforce, Upserve Marketing, and a live mobile app free of charge. Optional add-ons offered by this plan include Upserve Online Ordering ($59/month) and Upserve Inventory ($99/month).
The “Pro” Plan
The “Pro” plan costs $199 per month and $50 per additional terminal. The “Pro” Plan also includes Upserve Workforce, Upserve Marketing, Upserve Online Ordering (for a limited time), Upserve Inventory, Upserve Loyalty, and a live mobile app free of charge.
The “Pro Plus” Plan
The company’s final and most comprehensive package, the “Pro Plus” plan costs $359 per month and $40 per additional terminal. The “Pro” plan also includes Upserve Workforce, Upserve Marketing, Upserve Inventory, Upserve Online Ordering (for a limited time) Upserve Loyalty, and a live mobile app free of charge. The “Pro Plus” plan also includes custom reporting, data API, and enterprise account management tools aimed at larger scale companies.
Previously Listed Rate Quote
In general, Upserve rates and fees appear to scale up appropriately for the services it provides. Upserve is probably not a good fit for most small restaurant locations and single-register shops, as these locations likely won’t make enough use of Upserve’s features to justify its monthly cost. Upserve’s previously advertised per-transaction fee of interchange plus $0.15 is very competitive for the industry, but the removal of this rate since our last review could hint at more expensive payment processing fees.
Upserve Contract Terms
Upserve provides surprisingly little information about its standard contract length, early termination fees, PCI compliance fees, monthly minimum fees, and other potential fees. We therefore cannot clarify whether Upserve’s contract terms are competitive with the cheapest merchant accounts. We have located one source that mentions a three-year contract with an early termination fee of $300, but we have not found any Upserve complaints that mention excessive costs. Merchants should be sure to inquire about these potential costs before signing up. If you have any knowledge of the exact fees and contract terms that accompany Upserve’s merchant account, please leave that information in the comment section of this review.
We also encourage merchants to check out our list of the providers of the best merchant accounts.
Upserve Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Employs Independent Resellers||No|
|Advertises Deceptive Rates||No|
|Discloses All Important Terms||No|
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.
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.
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