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After I posted my review on trustpilot I got a phone call the same day and cardsave sorted out all my problems. The women who I spoke to was very helpful and apologetic which I appreciated.
I am pleased to write a updated review on card save. I was very impressed with the service I received after putting up a bad review on card save a couple of days ago. My machine was swapped for a new one and am looking forward to using it. I have managed to also resolve my issue and agree on a new contract with them. I would recommend them to all companies, sole traders etc on thinking about getting a machine from them.
4 Stars out of 5 for customer Service after complaining here .
Well, for one, I am glad that we were assigned an attentive and courteous member of staff after getting nowhere initially before posting here on this website my employers frustrations.
Instead of the 1 Star critique we had initially assigned them previously, for all the problems mentioned previously, I and the owners are now glad to deliver a revised review to the situation with the alteration from One to FOUR stars for customer service.
It has at times appeared to be a case of which members of staff one gets answering the phones and having the commitment and patience in effectively trying to resolve ones queries.
Anyway, after our complaint here - I am glad to report that a fine and pleasant young gentleman member of staff phoned us up and sincerely approached us offering to do his best to try and ensure that things continued upon a mutually respectful and happy platform for all concerned.
Fast forward after a few days of detailing the situation to him and mentioning the key parts which mattered to us...he did offer the owners of my workplace some very generous terms - both for if we decided to leave in future but also terms ongoing if we decided to stay.
Essentially the mains bones of contention and misunderstandings, in the initial Sales approach and initial lack of customer care from other staff, were I'm delighted to say, graciously corrected and honour is satisfied once more (and the owners are no longer peeved and shouting in my ear as it were over the terms of our partnership with Cardsave.
What we've learnt as a conclusion:
Particularly the male members of staff in Cardsave seem to provide exceptional care and consideration - especially the gentleman we finally had ending up dealing with our case.
We have seen a new side to Cardsave...and it is for the moment, a side that we really like...and hope to see more of this gracious and sincere manner in the future if and when the case arises that we need contact them again.
The revised deal they offered us far exceeded anything that any of their top rival providers could offer at this time...by far....so with a contented heart the owners have instructed me to accept their offer and see how it goes for the next 12 months.
I hope the rest of the staff will continue with this courteous and sincere approach to their clients/partners as the young gentleman who we ended up dealing with has treated us with.
I shall be writing a small letter of accreditation complimenting him accordingly to his CEO at head office for the rather fine and respectful way he has helped us in resolving the main concerns.
And we look forward to continuing to work beside Cardsave for the near future.
Thank you again Matthew, it has been more or less a joy in dealing with yourself.
4 Stars out of 5 to Cardsave from a previously enraged client/partner.
-Original Review before being Resolved over subsequent 3 weeks, mid/late April).
Cardsave are pretty disgraceful when it comes to 'Selling Practices'.
We signed up to what was offered by a senior sales agent as a 1 year rolling back in around 2007-2008, with an initial contract where as long as we gave a months notice it would not renew...and therefore there would be nothing to pay to do so as long as we completed the first years contract we could give a months notice then leave without cost to us.
3 years down the line, we find that their rates are highly 'uncompetitive' and so we first ask for a better deal which they can't offer compared to almost every other major rival to name) then we ask about cancelling.
Only to encounter a female manager with the attitude of a hard nosed 'Debt collection agent' like you see on TV saying 'oh well we'd rather not talk about cancellation but what we can do for you staying on blah blah blah' as she tries various tricks to avoid giving us any information about leaving...then as we persist she becomes more obnoxious before listing almost £360 worth of charges just to close the account and leave....none of which were ever disclosed...contrary to what their regional Sales Rep had said at the time to us in person too...that 'as long as you complete the first initial year of the contract then you are free to leave'.
The have a habit of intentionally NOT leaving contract terms as quoted by a more pleasant gent manager to any new clients and if they do leave anything it's a faded nearly impossible to read cheap photocopy of a A4 sheet of some of the features and that's it - so that you have to clarify terms verbally with the sales rep like we did.
Their sales agent lied it would appear to us about charges on leaving.
We're going to defo cancel this year with over 4-5 months to spare - we'll see how much Cardsave really wants to trash their own long term repute.
Cardsave or certain members of their staff, seems to be like certain waste disposal companies and act like cowboys...who presume that:
'Once you've signed up for a year of service then they'll have you for life without having to earn your patronage again...ever'.
They unlike the mobile phone companies who genuinely try to offer you good terms to stay with them rely only on the lack of 'Consumer protection laws' governing their practices...as it leans more towards Business Law (which is weak and designed for largest of firms only in mind.)
I'd recommend anyone with a dispute and getting nowhere, to get the Financial Ombudsmen regulator involved to help resolve the dispute
I've spoken with them already along with some senior legal counsel at the some charities and government consumer protection agencies...currently consulting a family solicitor.
They've said try to resolve it with the complaints procedure in house with Cardsave first if not then they'll be ale to be more involved - the Citizens Advice Bureau legal advisers advise the same.
They are very silly in practice all of these companies who act in such a way...they really think that ' misinformation, not bothering to inform you of contractual terms by intentionally not giving you a copy of the full contract and general miss-selling by having Sales agents say one thing but customer agents say another' will win n keep them business in the medium and long run.
Why the hell would any half decent serious about making a good quality professional reputation for itself company choose ti allow it's staff to behave in such a manner...to so many of us their supposedly treasured clients...honestly...who trains them and writes the company policy to enable them to behave this way???
Restauranteur, in Manchester M33
I contacted card save to enquire about a terminal and weather it would be suitable for my first business as I was not sure if I needed to have one as my shop is small with an local community setting not a massive money maker , I had many conversations with agents over the phone and a rep who convinced me that this would be beneficial as the customer may spend more etc etc
the agent recommended a mobile terminal as I was not having a landline in the shop and that I could make payments from my personal account!! he informed me that I would only be charged for the terminal which would be a quarterly payment plus a charge of 0.35p per transaction which he told me I could charge the customers 0.50p for to cover this cost which sounded ok as I knew shops that did the same thing.
As I was just enquiring at this point I told the agent I would be in contact closer to the shop opening within this time I was contacted from the call centre just confirming if I was going ahead I said yes and disgust the reasons why low cost etc etc I then contacted them to go though with the agreement and they set up a meeting with an agent who I had spoken to before, we meet up he made me aware that he was in abit of a rush, I wanted to confirm that the information we had already disgust was correct ie the quarterly payment and per transaction fees he confirmed that this was correct I asked if there was anything else I need to know and he said NO not really apart from I was entering a 12mth agreement and that would start now, this sounded abit scary however I trusted that he had told me everything but I did just quickly confirm again that if I do not use the machine I will only pay the quarterly fee he said yes and then went on to explained that this is my first business just a small pound shop for the locals as we do not have anything like this in the area and wanted to give customer the option to use card so said to him I would have only have quarterly instalments to make if no-one uses it he agreed !!!! then we went on with signing the paper work he quickly went over what we had already disgust he asked for payment details then said me to sign here! here! and here! he then said I have to go and left.
my terminal was due to be delivered on the 28th march 2013 its now the 12th april 2013 and it still has not arrive however on the 8th march I received a shock.....2 letters 1 from streamline stating that your terminal should be connected to a landline for updates and that if it was not this will cause the terminal to stop working etc then the other letter consisted of two bills 1 for my quarterly instalments which showed that they had already requested payment from my bank and the other letter stating that another payment was going to be taken for the amount of £25.00 as you can imagine i am thinking what the hell!!!! what am I paying £25.00 for!!! and plus why am I paying for something I have not even got yet!!!! I called the call centre and spoke to a Deanna she said she would look in to all matter and call me back its now 4 days later and no call or voice mail from her, however I called back the 48hurs later only to be told I was liable for the £25.00 charge even if the agent did not tell me and that if I cancelled I would be charged over £600 even though I still do not have equipment and the fact that i was miss sold to she also said the terminal would be with me the next day its now been 72hurs since that phone cal and it still has not arrived l I feel so angry that I got involved with a company like this its so upsetting to know that they would charge me a cancellation fee when I was missed sold to and do not have the equipment I cant express how upset this has made me I am suppose to be putting all my effort energy into my business but all I can do is worry about what is next I have contacted trading standards and financial ombudsman for advise they have said to give the company a chance to resolve but have agreed this is not the right code of conduct and have said if I do not get any joy to come back to them.
I cannot believe I am being put though all of this by card save I am so hurt, disheartened, worried, words cant even explain and I know its having an affect on my business which has only been running for 3 weeks.
I have been with Cardsave / Streamline for 2 years now and used to recommend them on cost. However, lately I don't believe that this recommendation was wise when you consider the auto renew contract that was not made clear in any of the 12 occasions I did speak to representitives of Cardsave. If you return a terminal with a sim card still inserted. That carries a £500 surcharge and you have jump through hoops writing a letter watching the clock to terminate your contract.
The first terminal I received would never connect to network, and I would have to remove battery, then insert (risking bending pins). This was the only advice that was given for over a year (surely this is a breach of contract and I should of received compensation accordingly) until they managed to get a terminal that would bounce off any mobile network. But wanted £500 for the privilege. After much moaning they relinquished and i took receipt. Happy enough until I found exactly the same problem with model ingenico iWL250 so why waste £428 a year +charges.
Phoned and spoke to Louis who seemed nice enough but heard it all before. Waiting for line manager Jack to call tomorrow now.
These companies need to be held to account because if I run my business with the same underhand/ lock you in/ downright theft-like practices. WE WOULDN'T HAVE A BUSINESS. Ombudsman aware and awaiting further instructions. Cancelled DD which I am allowed to exercise as a consumer.
Get a grip and realise that fact "Don't Bite The Hand That Feeds You"
We just switched to Cardsave after 10 years with Sage pay and we would recommended this company to others (although we would not want to tell our competitors) The main reason we switched our services from Sage pay to Cardsave was to save money. We thought this was going to be a massive headache but we found the transfer to be virtually effortless because of the excellent staff at Cardsave. They made it really easy for us to change with clear guides and telephone support. The service that Cardsave provide is much easier and much more productive then Sage pay and WE SAVE MONEY!. No doubt one of the best business decisions we have made in years.
I have been using Cardsave for approximately 3 years and I have to say that during that time I have found the company to be efficient and helpful on the few occasions that have arisen.I am now using the ingenico iWL250 terminal with the roaming network facility which generally finds a signal in areas that are known to be of poor signal strength. Also due to the nature of my work I am unable to charge the terminal until the end of the day, but have found the battery life to be very good lasting 12 hours plus. Upon taking receipt of this Terminal which was dispatched in a few days, everything was in full working order and ready to use after charging. I have recommended this company to others.
A nice Gentleman from Cardsave contacted our company today and completely resolved our issues. Cardsave has been excellent in their service to us and have saved us far more money than our previous card machine from Barclays. If you are thinking of renting a card machine which is a must nowadays you really should give Cardsave a call as they are far cheaper than most others. I did give a very poor appraisal prviously which I have withdrawn as we were at crossed purposes and I was a bit mad at the time. Resolved all issues with me superbly. Ribbons and Lace, Malmesbury.
We signed up for a merchant account and card machine with Cardsave in December 2012. We had taken out the registration under the guise that we would have the machine by a set date as we had an event running at the weekend which was the reason we ordered the machine in the first place. It had been a debate in our company as to whether to get a short term rental from elsewhere or sign up for the Cardsave service, because we will not be needing the machine again, at least for a number of months. Having been told that it would be feasible to get the machine in time for the event and persuaded to the benefits of the long term rental, we signed up.
I then, having not heard from anyone, tried repeatedly to get in touch with the agent who had signed us up. Upon eventual contact being made I was informed that someone should have already been in touch. I said that they hadn't, and was told to wait to hear from him. I was never called. I then, upon calling in myself and trying to establish separate contact, was informed that we would not be receiving the card machine by the advertised. Furthermore, I was informed that in no way would it have been possible to get the machine to us in time. In which instance I most certainly would have sort to sign up for the alternative service away from Cardsave.
Not only were we unhappy with the service that we received from Cardsave but we had been signed up to the account under false pretences in the first place.
While this a complete disgrace and this all had an impact on the sale event we ran, it did not stop there. We then tried to resolve the situation by informing Cardsave on 10th December 2012 that we wished to cancel our membership because we were missold a product. We attempted numerous times to get hold of Cardsave and eventually were offered 3 months free due to the mistake that was made by an advisor named "Sarah". We declined this offer by email on 20th December but received no reply so we sent further emails on 24/12/2012 and 3/01/2/13. Eventually Sarah got back to us at the end of January 2013 and said that they would cancel the policy and refund the £90 payment but we would be charged a cancellation fee. This was absolutely absurd and we emailed to this effect on 5/2/2013.
We receive no reply to this email. We eventually received various demands for payment for a fee of £360 + any subsequent fees + potential court fees!! We are still trying to resolve this issue as I write this.
Steven Lau found this review useful
Engineer arrived to carry out a free terminal upgrade and the new sim card would not work. He had an argument with someone on the phone over the terminal and sim cards because he had done another machine before mine which did the same thing. As a consequence I was left without being able to take any money via card payments at all.The old type of swipe machine CardSave and Streamline provide as a backup did not have my new business address because they had failed to change my address when my business had moved over a year ago. I was unable to take payment for an expensive piece of equipment and Cardsave and Streamline passed me from one to another and would not let me speak to a manager.
The next day a new machine arrived but the engineer did not arrive as agreed so for a second day I was left without a machine and I lost customers because they do not carry cash to pay. Cardsave and Streamline failed to get in touch with the engineer to find out why despite several calls from me.
Third day despite ringing at 8am again no joy they stated they would send me another new machine or I could go to Grimsby to collect the machine personally. They said they had given me the options and that was it . As a result I have taken the advice of Trading Standards . I have been unable to take any card payments for three days which is disgusting. Small buisnesses go under when things like this happen . Cardsave and Streamline take your money in advance so they get paid!
An interesting update from Cardsave. They made a promise about the engineer revisiting the day after he messed my machine up. Also the Customer Service Advisor promised to ring me during the day with an update about the engineer and guess what HE DID NOT RING.
We will wait to see if the new card machine (ready for use!) arrives tomorrow. I will still be taking the action that Trading Standards have advised me to do. Just one point to add. I would suggest that Cardsave and Streamline Managers ( who customers are not allowed to speak to) advise their staff who their CE is because when asked they don't know who Mr Kahn is. If you check telephone recordings asking for the name of the companies CE you will find out for yourself ( and these are the people you trust to advise your customers).
Customer services contacted me and we went through what had happened. Apologies were made and the situation was finally ended.
I came across card save from a call from one of their sales reps, I was looking for a way to take payments online and over the phone. The rep that came to my home said everything will be all up and running with no problems....yeah right! Its been over a month now and i still have not been fully set up! I have the telephone payment set up but now i am still waiting for the virtual terminal and pay by link setting up! At this point it has been over a month and i have lost hundreds of pounds! But also i have lost respect from repeat customers who i told can accept card payments within 2 weeks which is now a month and still waiting. The customer support have an attitude problem and make out as though you are in the wrong for ringing them. I asked them when it will be installed and they just say its streamline...and! your're the ones who i'm paying not Streamline! So far i have been cut off twice when talking to them and all they do is pass you on to someone else, they also say they will ring you back and this never happens so whilst you're busy running a company you have to chase these lot to do their job! Company is a disgrace and if my company behaved in this way we would be closed down. Also i forgot to mention the sales rep does not explain the contract so make sure you have a good read over this..overall be WARNED PEOPLE STAY AWAY!
Just phoned this company to get support because the payment gateway they signed us up for has gone down. The lady on the phone told me that as it was after 1 O'clock on saturday then there is nothing they can do until 9 O'clock monday. I said that it looked like there server was down but still nothing anyone in the building can do until Monday morning. This seems quite a serious situation for a gateway provider. If there servers fall over or lose internet connectivity then to have no emergency process in place. Ironically I had just spoken to streamline (their sister company) and the lady there was telling me how robust the systems were and how they have a fallover autherisation system.
I am very disapointed by this service. We have struggled with it for a while now because of its poor callback architecture and now have to sort out a large mess.
As a previous customer Cardsave are only interested in taking your money. Their customer service is very poor, and the staff don't seem to care either. Beware that their contracts renew automatically after 12 months, so if you want to leave them, not only will you have to pay for the remaining months that you did not agree to, they will slap you with a cancellation charge aswell. I would not recommend Cardsave. Go with someone who truly cares and will look after you.
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