sumup.com

I rarely leave reviews but this has probably been my worst product - customer care experience to dat

I rarely leave reviews but this has probably been my worst product - customer care experience to date and I think others should be aware.

My experience with this company has been embarrassing for all concerned . I purchased a card reader in good faith, expecting a straightforward setup process and reliable customer support. Instead, I was met with repeated technical failures and a level of customer service that can only be described as incompetent and insincere.

I attempted twice to set up accounts, and while it seemed to work for about 3 minutes I was then locked out - due to technical issues. Unable to reset my password I made a new account with a different email and experienced the same problem.
When I contacted customer care, through their useless chat function as there is no phone or email option, I received absolutely no meaningful assistance and only insincere repeated messages that seemed more like to be from a bot than a human agent. The representatives were unable to resolve the problem, offered no clear explanations, and simply told me I would be contacted within 24 hours. That follow-up never came. Despite multiple attempts to chase this up, I was left waiting for over 48 hours with no response whatsoever. They told me my case was escalated to high importance, but still nothing

Because of these failures, I have lost a lot of business. I purchased this device specifically to sell products, and instead of enabling my business, it actively harmed it and wasted hours of my time. The complete absence of urgency or accountability from their support team is shocking.

Even more concerning is their handling of my personal data. I requested that all data associated with both failed accounts—including passport photographs and identity verification documents—be deleted. While they managed to delete one account’s data, they have failed to delete the second. They are unable (or unwilling) to provide any timeframe for when this will be completed. This lack of transparency and urgency when handling highly sensitive personal information is deeply troubling and potentially unlawful.

The rudeness, incompetence, and disregard for customer concerns have destroyed any trust I might have had in this organisation. I have no confidence in their ability to protect personal data or provide even basic customer support. I would strongly advise others to think very carefully before entrusting this company with their business or their sensitive information.

Based on other reviews - this product might work well often - but whenever there is the slightest glitch the incompetence of the organisation is revealed and there is no assistance at all for customers. Think twice before relying on an organisation that cares so little about its customers, gives no way to contact human agents, and does not follow up problems.

Date of experience: Mar 03, 2026