LibertyPay Reviews 214

Disappointing Experience with Contactless Device contract , poor service and Unprofessional Staff

I had a very disappointing experience with there staff , Instead of a seamless transaction, it caused unnecessary delays. To make matters worse, the staff was extremely rude and unhelpful. Their unprofessional attitude and lack of customer service only added to my frustration. The name of the person is
Daniel Todd (Dan)

Please don’t use this service , pathetic customer service.

I expect better from a company that promotes convenience and efficiency. Very disappointing overall.

Matt

The terminals are constantly breaking down. On the portable one the charge would disappear losing our charity £100s. The last time I returned a terminal (I was not asked to send via any particular method so returned as I had before) they said they didn’t receive the broken terminal and charged us £445.
It had been Very disappointing and frustrating and the charity is now way out of pocket due to the unreliability

Gino Colantuoni has been a pleasure to deal with. Great communication and efficiency.

Artist Faith Bebbington needed a contactless donation device set up in a hurry for use with a Magical Christmas Tree she created for Kings Cross station and thankfully Gino Colantuoni from LibertyPay delivered! He was a pleasure to deal with throughout our project, being friendly, efficient and reliable. He explained the technical aspects in layman's terms (such a relief) and made sure we were happy at each stage of the process. Let's hope the donations raise plenty of money for the five charities tackling homelessness who will benefit from it. He was genuinely enthusiastic about this project and we will go back to him if we are commissioned to do similar projects in the future. Thanks Gino, I can't recommend you highly enough!

Rowena has been so helpful in answering a range of questions, providing all relevant information, giving suggestions to make things easier, and ensuring I'm set up with everything I need to use our contactless donation devices. I would 100% recommend Liberty Pay and I cannot speak highly enough of Row.

Rowena has been brilliant at supporting us through every step of our contactless journey. She's extremely easy to talk to and makes all the processes really easy to understand. I would fully recommend picking up the phone to Rowena if you are interested in contactless going forwards!

The support, guidance and explanation on how Liberty Pay will work for our Charity has been fantastic. Rowena Finn has been attentive, professional and responsive. I have no hesitation in recommending Liberty Pay for contactless terminal donations.
THANK YOU ROWENA AND LIBERTY PAY

I met Gino and Yasmin a couple of years ago at a conference and said I wanted to look into contactless donation boxes. It took me 18 months to research all the options, do a price comparison, and get sign off from our trustees for the expenditure but eventually I started dealing with Eleanor regarding an order. Eleanor was excellent, she explained everything thoroughly and in plain English. We had a couple of hold ups at our end during the process and Eleanor was helpful, considerate and made sure we got all the support we needed to complete the paperwork etc. I now have two beautiful contactless donation boxes that look professional and will hopefully help to generate much-needed funds. Thank you Eleanor for your help, patience and perseverance :)

Excellent service from Liberty Pay for two contactless donation boxes we ordered on two different occasions - one plug in and one mobile. Great communication throughout and Gino went above and beyond on both occasions to explain how everything worked and to get us the mobile box quickly (which enabled us to raise significantly more money on a recent project than we would have otherwise been able to). Thank you! Would definitely recommend to other charities looking to upgrade or explore contactless donation boxes.

Explained the products welll and with patience; importnat for a newbie like me.
Extremley dilligent, with timely and appropriate follow-up from the initial contact through to installation.
Top quartile stuff.

LibertyPay was patient with us when we were looking into setting up contactless donation units, and happy to help in anyway they could. We are a large charity with over 20 venues, so these units are a significant investment. The service has been swift and open to changes (we've had many) and always maintained a professional manner.

We believe marketing material could be clearer i.e not stating that there is a delivery charge for each unit purchased; which came with a hefty price tag when purchasing more than the average amount of units for a charity. We were also disappointed with how the units were packaged; we were happy that no plastic was used, but there was no padding or protective material, with the unit losely situated in a cardboard box, resulting in one of our units being delivered with a cracked screen. We are unsure whether this responsibility lies with LibertyPay or their supplier of the Payter units.

Due to the volume of units required; we have also found that approximately 30% of our units have had a fault, with charging in particular. Some of this is due to the quality of the unit itself, with the charging ports being particularly sensitive, and others which have had to be sent back (sometimes more than once) to be repaired.This is not so much a LibertyPay issue and more the Payter unit themselves, but as a supplier of the unit, this needs to be addressed. We have found, however, that the online support team are always very responsive to need.

I would recommend LibertyPay to smaller charities requiring less than 5 units as LibertyPay would be a good service to use; and with fewer units, you have more control over the management of the units. They are also supportive and helpful, making sure you can get the most out of your units.

I would be apprehensive to recommend to larger charities due to the quality of the units themselves (Payter) and the time needed to manage and look after them, particularly if there are faults. I would suggest a thorough and extensive review of all contactless donation units and service providers, ensuring that there are no hidden costs and that the quality of the unit reflects the price paid.

Having never ordered a contactless donations device before we found ourselves in safe hands with Liberty Pay, and in particular Rowena Finn. The process of ordering, set up and delivery has been one of the smoothest I have experienced. Rowena has virtually held my hand throughout and has even answered all of my most random questions. Thank you!

I used Liberty Pay to set up a contactless donation option for a charity event I organised for the Firefighters charity.
Eleanor Richardson was super helpful and responsive and sorted everything out for me, I highly recommend these guys.

Excellent service, engaging from start to finish! Very happy to have chosen Liberty Pay as our supplier- their staff was quick to respond to all our questions and requests;+ excellent installation team - Creative Place have both been amazing in the process. Will recommend this supplier to other LA's

Introducing contactless payments across our hospitals was a daunting and new venture for us a charity. From the very first point though that I made contact with Rowena at LibertyPay I have always felt completely at ease, reassured at every enquiry and confident we we were doing the right thing and more importantly proceeding with the right partner in LibertyPay. Rowena has provided us the confidence, knowledge and expertise about the products on offer, how to maximise these products and ensure their success. I highly recommend partnering with LibertyPay and hope that you are as lucky as we are in getting Rowena as your account manager.

I have scored five stars because of Eleanor Richardson who has been supporting me throughout the process of registration. Although the registration took 3 weeks to complete, Eleanor keept me updated and assured me. I would have preffered communication between me and the technical team to avoid delays. Overall, I am happy with LibertyPay and the service they offer. We are still new and I will definitely come back to provide more feedback as we work together and see how they go. Communication is important, that is my advice to LibertyPay because sometimes they were quite for a long time without telling the cause of delay.

Great company with great customer service. Gino Colantuoni has been our account manager and he has been excellent, always willing to help and offer advice.

Eleanor has been fantastic supporting us through a tricky application and set up due to our circumstances being a little different from normal and things changing mid application! Not many account managers would go to the lengths that Eleanor has for us. Had some hiccups but Eleanor made sure we got what we needed on time and the one machine that's in place so far is already making a huge difference to us!

Many many thanks!

Working with Rowena was a very easy experience. We enquired and got set-up within a week.
Rowena is very knowledgeable, and is very willing to go the extra mile to help you with any issues you may have.

We've recently started using the Liberty Pay donate on-line function.
Setting up our donation facility was made easy with Eleanor's guidance.
She was extremely helpful sorting out our initial teething problems, and everything is now working fine.