Reliable customer support is crucial when choosing a POS system, and Heartland POS is no exception. It offers merchants payment processing, inventory management, and other business tools, but user experiences with its customer service vary.
This blog explores what businesses like and dislike about Heartland POS customer service and how it compares to other POS providers.
💡 Key Takeaways:
- Mixed Customer Reviews: Heartland POS has a 4.4/5 (Retail POS) and 4.8/5 (Restaurant POS) rating on Capterra but scores lower on Trustpilot (2.4/5) and G2 (3.1/5), with common complaints about customer service.
- Customer Service Issues: Many users report long wait times, unhelpful responses, and difficulty resolving technical problems. Some also mention hidden fees and expensive early termination costs.
- Payment Processing & Features: Heartland provides POS solutions for restaurants and retail, with integrated payment processing, inventory management, and employee management tools.
- Alternatives With Better Support: KORONA POS, Lightspeed, and Toast are mentioned as alternatives with generally better customer service and fewer contract-related complaints.
- Support Availability: Heartland offers multiple support channels but lacks consistent customer service hours and, according to many customer reviews, is often unavailable. It offers 24/7 support, mainly for urgent payment processing issues.
Heartland POS: Quick Summary
Heartland is a payment and business technology company that provides point of sale solutions, payroll, and merchant services. Its POS solutions are primarily for restaurants, retail stores, and service-based businesses, offering industry-specific solutions tailored to each vertical.
Heartland POS includes inventory management, customer engagement tools, and cloud-based reporting. It provides table management, online ordering, and menu customization for restaurants, while retail businesses benefit from multi-location support and real-time POS reports and analytics. It’s frequently considered one of the best POS systems for restaurants.
Heartland also offers payment processing services, supporting in-person, online, and mobile transactions. Their secure processing includes EMV compliance, PCI security, and next-day funding. Additionally, they provide payroll, employee management, and customer engagement tools.
Heartland POS Customer Service Reviews
Average User Score
User reviews for Heartland POS are mixed. On Capterra, Heartland Restaurant POS holds a 4.5 out of 5 rating based on 85 reviews.
However, on Trustpilot, Heartland has a lower rating of 2.4 out of 5 from 7 reviews. G2 users rate Heartland POS at 3.1 out of 5.
What Customers Like
Users often praise the initial setup and ease of use of Heartland POS systems, and the integrated payment processing is frequently cited as a positive.
Some reviewers mention helpful sales representatives during the initial purchase. A reviewer on Capterra noted that the system “keeps everything in our restaurant running smoothly and our customers happy.” Another user highlighted the “high processing speed” and “excellent” customer support.
Biggest Complaints
Recurring complaints focus on issues with customer support after the sale. Long wait times, difficulty resolving technical problems, and perceived unhelpfulness of support staff are frequently mentioned.
Some users also express frustration with hidden fees or unexpected charges. A Trustpilot reviewer described their experience as “atrocious,” citing unhelpful support interactions.
Another user on Capterra mentioned that the software is “slow as molasses” and “NOT user friendly.”
Additionally, many users have raised concerns about non-transparent pricing and expensive early termination fees.
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How to Contact Heartland Payment Systems
To contact Heartland Payment Systems, you have several options:
Heartland Customer Service Phone Numbers
- General Support: 800-285-0005
- Heartland Gift Support: 866-402-8056
- Genius® Product Support: 800-249-3220
- PAX, TransIT PASS, and ISV Support: 855-882-0507
- Central Payment Support: 800-449-8012
- Merchant General Sales: 888-845-9457
Heartland Support Emails
Heartland doesn’t have general email support but does have email addresses available for sales inquiries (sales@heartland.us) and gift card support (heartlandgift@e-hps.com).
Using the phone numbers above or their online chat support is often faster for general inquiries.
Heartland Website Support
Users can also contact Heartland through their website by filling out a contact form or engaging with their chatbot, which can eventually help connect you with a support agent.
Heartland Mailing Addresses
Heartland Service Center
One Heartland Way Jeffersonville, IN 47130
What are Heartland’s Customer Support Hours?
Heartland doesn’t provide one clear, consistent set of customer support hours across all their services. Below are what’s most consistently advertised across their website and other review sites.
- General Support: Many sources indicate that general support is available Monday through Friday, 8:00 AM to 6:00 PM ET. However, this may vary.
- 24/7 Urgent Issues: For emergencies like payment processing problems, they advertise offering 24/7 support.
- Specific Product/Service: If you’re using a particular Heartland product (like their POS systems), the support hours might be different. Check the documentation or your account portal for details.
- Online Chat: Their online chat support often has limited hours, typically during weekdays.
What Do Users Say About Heartland Customer Service?
Quote 1
Source: Trustpilot
“Heartland ‘analyzed’ my credit card transactions and the rep assured me they would save me thousands of dollars if I switched over to them. Instead, my merchant fee percentage went up and that decision cost me thousands. The last straw was when they imposed an annual ‘infrastructure fee’ without warning or approval. I immediately closed the account and moved to another provider. I have requested a refund of the infamous infrastructure fee and have been told they cannot refund it because the account is closed. (Of course, if the account stayed open, they would not have refunded it either). Don’t touch this company with a ten-foot pole.”
Quote 2
Source: Capterra
“I like the simplicity of the product. I also love that it is a multi-store product, so all six of our stores can be logged in and checking out customers at once.”
Quote 3
“We were terrified of changing POS systems in September right before the holidays. It just didn’t seem conceivable to me that I could make the switch to making sales within our 30-day window. I was convinced we would make it after week two of the transition. I was truly stunned at how easy it went – I am a realist and just knew we’d come up against something that would stand in our way. It didn’t and we nailed the date easy. VERY flexible platform allows a decent level of customization to make sure you can parse your data the way YOU need to – not how someone somewhere THINKS you need to. Rock solid and reliable importing/exporting. This POS does what a POS system should do – make you more efficient. We’re still only a couple weeks in but we feel like we know it pretty well and I have confidence we made a good choice for our retail business.”
Source: Capterra
Heartland POS Alternatives: How Does Their Customer Service Compare?
When considering alternatives to Heartland POS, it’s essential to evaluate both system features and the quality of customer support. Here are five notable alternatives to Heartland POS:
1. KORONA POS
KORONA POS customer support
KORONA POS is a cloud-based system for retailers, quick-service restaurants, and admission ticketing businesses.
It’s often praised for its responsive and knowledgeable customer support team. Users highlight that support representatives are friendly, patient, and provide in-depth troubleshooting.
The company offers 24/7 support, and many reviews emphasize the lack of long wait times, which is in contrast to Heartland, where some users report delayed responses and difficulty getting through to a knowledgeable rep.
Additionally, KORONA POS doesn’t require long-term contracts, meaning there are no cancellation penalties, which adds to the customer-friendly experience.
Pros
- Excellent customer support
- ID customer verification
- Multi-store capacities
Cons
- Learning curve
- No fuel integration
Pricing
Core
$59/mo
- Various reporting
- Unlimited users
- Customizable dashboard
Freedom
$69/mo
- Stock management
- Barcode automation
- Price and shelf labels
Adds-on
From $10 to $50/mo
- KORONA integration
- KORONA Plus
- KORONA Invoicing
2. Toast POS
Toast POS overview
Toast generally receives positive feedback on its customer service, with many users appreciating the fast response times and dedicated onboarding support.
However, some reviews indicate that service quality can be inconsistent, particularly when handling billing issues or technical glitches.
In contrast, Heartland users often complain about slow responses and poor communication when resolving software issues. Toast’s high fees and contract commitments can also frustrate some users.
Pros
- Inventory management built-in
- Integrated online ordering & payments
- Detailed reporting and analytics
Cons
- Mixed customer support reviews
- Contract required
Toast POS Pricing
Starter Kit:
$0/mo
- Reporting & analytics
- Menu management
- Toast invoicing
Core
$69/mo
- Toast mobile order and pay
- Toast delivery services
- Scheduling, powered by Sling
Build Your Own
Custom Pricing
- Payroll & team management
- Toast pay card and payOut
3. Lavu POS
Lavu overview
Lavu POS delivers a POS system with integrated marketing and loyalty features, primarily targeting the restaurant industry.
It has a mixed reputation when it comes to customer support. Some users appreciate the helpfulness of the support team, but others report long response times, unhelpful answers, and difficulty resolving issues.
Compared to Heartland, Lavu’s customer service can sometimes be even more frustrating, especially when it comes to software bugs and connectivity issues. However, one area where Lavu excels is its personalized onboarding process, which Heartland doesn’t emphasize as much.
Pros
- Robust Inventory management
- Customizable and user-friendly interface
- Affordable options
Cons
- No trial period
- Full feature package is expensive
Pricing
Starter
$99/mo
- Loyalty
- Employee management
- Inventory Management
Growth
$149/mo
- Gift Cards
- Online Ordering
- DoorDash
Optimize
$279/mo
- Kitchen display system
- Accounts payable automation
- Quickbooks integration
4. Lightspeed POS
Lightspeed Retail overview
Lightspeed POS is known for its strong customer support, especially for businesses requiring hands-on onboarding and integration assistance. Many customers mention that support reps are well-trained and knowledgeable.
However, some Lightspeed POS reviews suggest that response times have worsened as the company has grown, making it difficult to get quick solutions.
Lightspeed’s live chat feature is a plus, as it allows for faster problem-solving than Heartland’s traditional phone support model.
Pros
- Centralized employee management
- Built-in marketing tools
- Cloud-based accessibility
Cons
- Customer service issues
- Dependence on internet connection
Lightspeed Retail Pricing
Basic
$109/mo
- Registers
- Free training and onboarding resources
- Dedicated account manager
Core
$179/mo
- Lightspeed B2B
- Accounting
- eCommerce
Plus
$289/mo
- Omnichannel loyalty
- Advanced reporting
5. Square POS
SQUARE POS overview
Square offers a versatile POS solution suitable for businesses of all sizes. It offers multiple support channels, including live chat and a self-service knowledge base.
Customers generally appreciate the ease of finding help, but some users have complained about a lack of personalized service.
While Heartland’s support team is sometimes criticized for being slow, at least customers can speak to a human more easily—something Square users struggle with, especially when dealing with account freezes or transaction holds.
Square POS customer service has a strong online community and extensive documentation, which makes it easier for users to troubleshoot issues without waiting for a response.
Pros
- Free to use (Basically)
- Flexible payment methods
- Great integration features
Cons
- Not ideal for complex and retail businesses
- Poor customer support
- Not ideal for businesses with high sales volume
- Insufficient reporting metrics
Pricing
Square Restaurant
From $0-$153/mo
- Point of sale app
- Inventory management
- Sales reporting
Square Retail
Starts at $0/mo
- Advanced inventory management
- Employee management features
- In-depth sales and customer reports
Square Appointments
From $0 to $69/mo
- Deposit management for appointments
- Custom intake forms and questionnaires
- Waitlist management
- Advanced reporting and analytics
FAQ
1. What is Heartland’s early termination fee?
Heartland Payment Systems typically charges an early termination fee of $295 per location if a merchant ends their contract before the agreed term.
2. How do you get a refund from Heartland POS?
To request a refund from Heartland POS, ensure all open batches are closed and then contact their customer service to initiate the account closure process. Be aware that if you’re still under contract, an early termination fee may apply.
3. Who owns Heartland Payment Systems?
Heartland Payment Systems was acquired by Global Payments Inc. in April 2016.
Conclusion
Heartland POS offers a range of features, but its customer service has received mixed reviews. While some users find it reliable, others report frustrations with support response times and contract terms.
If you’re a retail business looking for a more responsive support team and a POS system with flexible features, KORONA POS is worth checking out.
Sign up for a demo today with a free trial to experience how KORONA POS can help your business grow.
