Founded in 2008, ShopKeep (shopkeep.com) is a cloud-based point-of-sale (POS) system for iPad. ShopKeep is designed for businesses in the service and small retail industries, although it is by no means limited to these business types. ShopKeep offers a bundled merchant account service called ShopKeep Payments, but its POS software can also be integrated with most other credit card processors without issue. ShopKeep is headquartered at 460 Park Avenue South, 7th Floor New York, New York 10016. Jason Richelson is listed as the founder and CEO of ShopKeep.
- Sales & Marketing: ShopKeep does not appear to hire independent sales representatives and has received only a few complaints about its sales practices.
- Costs & Contract: ShopKeep offers a month-to-month agreement with optional add-ons and no early termination fee.
- Complaints & Service: ShopKeep has received more than 50 public complaints.
- BBB Rating: ShopKeep has an “A+” rating with the Better Business Bureau and has received 46 complaints in the past three years.
- Rates & Fees: How Merchants Got The Best Rates With ShopKeep
ShopKeep Products and Services
- MailChimp and QuickBooks integration
- Always Online mode
- Inventory management
- Employee/hours management
- Digital receipts
- Custom menus
- Quick Service
Sales & Marketing
Key Points - Sales & Marketing
|Employs Independent Resellers||No|
|Advertises Deceptive Rates||No|
|Discloses All Important Terms||No|
ShopKeep does not appear to utilize independently contracted sales agents to market its services. Like most POS software providers, the company advertises monthly per-register pricing for its iPad-based register. ShopKeep does not actively advertise rates for its bundled credit card processing service (“ShopKeep Payments”), but it does state that all merchants will receive a customized interchange-plus rate. Merchants should understand that although ShopKeep’s monthly per-register pricing is all-inclusive and transparently quoted, there are other costs like per-transaction fees and monthly fees that will be associated with accepting credit cards through the service. This will be the case whether a merchant uses the company’s own ShopKeep Payments service or an integrated third-party payment processor.
Some recent complaints have stated that ShopKeep’s in-house sales team either failed to disclose the cost of one of the product’s add-on features or misrepresented how well-suited the product would be for the merchant’s business type. This does not seem to indicate a pattern of outright deception, but it does suggest that ShopKeep’s sales team may not describe their product as thoroughly as they should. Merchants should therefore be sure to ask very clear questions about the add-on features they will need and the charges they will see on their bill, and to resist any upsell attempts or rushed sales pitches.
ShopKeep Marketing Example
Costs & Contract
Key Points - Costs & Contract
|Early Termination Fee||Variable|
|PCI Compliance Fee||Variable|
|Software Cost||$69 Per Month|
ShopKeep offers a free fourteen-day trial of its software, after which the service costs a flat $69 per register per month. Additional costs for merchants may include the early termination fees, PCI compliance fees, transaction fees, and monthly minimums enforced by their chosen credit card processors (or by ShopKeep Payments), and there could be hardware costs for merchants who require compatible barcode scanners, cash drawers, receipt printers, card swipers, or iPad stands. However, ShopKeep’s $69 monthly fee includes real-time sales analytics, inventory management, staff management, unlimited users, unlimited inventory, and customer support. One recent complaint mentions that the company’s QuickBooks integration feature costs $30 per month, which increases ShopKeep’s monthly costs by nearly half. Merchants should be sure to understand the full costs and capabilities of any add-on services they sign up for.
Overall, ShopKeep is competitively priced as an all-around cloud POS solution, and its simple flat rate makes it an excellent fit for smaller merchants. There are very few specifics available regarding its payment processing service, but it does not seem like an area of concern among most reviewers. If you have had any experience with the standard ShopKeep contract, please share it in the comment section below.
Complaints & Service
Key Points - Complaints & Service
|Total Online Complaints||50+|
|Live Customer Support||Yes|
|Most Common Complaint||Limited Features|
There are currently over 50 ShopKeep POS negative reviews to be found on this and other consumer protection forums, but none of these complaints describe the service as a scam or a ripoff. The iPad app has a 3.5 out of 5 star rating overall on the iTunes App Store based on 28 ratings. By far the most common issue cited is a lack of necessary features, followed closely by software and hardware glitches. As of this review, ShopKeep POS does not support multiple sales tax rates, online store integration, product exchanges, or detailed sales reports by item, all of which are cited by some merchants as necessary functions. In addition, some complainants report malfunctioning hardware and unreliable software. There has also been a rash of recent complaints about slow response times and a lack of resolution through the company’s customer support channels. ShopKeep claims to offer 24/7/365 support, but its support page strongly emphasizes email support tickets, live chat, and live text message support and does not seem to provide a dedicated phone number.
Key Points - BBB
|Product & Service Complaints||33|
|Billing & Collection Complaints||11|
|Advertising & Sales Complaints||1|
|Guarantee & Warranty Complaints||0|
Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.
ShopKeep currently maintains an “A+” rating with the Better Business Bureau based on 46 complaints filed in the past three years. The company has been accredited with the BBB since 2011, when the BBB first created its profile for ShopKeep. Thirty-three of the total complaints are related to product or service problems, 11 are due to billing or collection disputes, one is a delivery issue, and one has to do with an advertising or sales issue. Seven complaints were resolved to the satisfaction of the merchant, while the other 39 either were resolved to the dissatisfaction of the merchant or did not receive a final evaluation from the merchant. In light of these figures, we have slightly adjusted the BBB’s rating to a “B.”
About Phillip Parker
Phillip Parker is a former merchant services sales agent who believes the industry has been overrun by people who engage in fraud and deception in order to steal from hard working business owners. He created this website to help you avoid the bad players, save money on fees, and to get peace of mind with your merchant account. If you would like to help support his work, learn more about our cost reduction service. We can evaluate your statement, tell you exactly how much you're overpaying, and then help you dramatically reduce your fees with your current credit card processor. Looking to switch instead? See our list of the best merchant account providers.Schedule a Consultation with Phillip