I signed up to this loyalty system…
I signed up to this loyalty system through the Clover till. Unfortunately, the app crashes frequently, and many basic changes (such as updating loyalty rewards from 3% to 5%) require contacting support (didn’t work via portal), which is extremely difficult as it’s almost impossible to get through to anyone by phone.
Despite these issues, we were initially willing to continue using the service.
At one point, I contacted them to ask about switching till systems and whether they had EPOS integration to allow customer data transfer. I was told they do not, which was fair enough. However, from that same period, my monthly charge increased from £16 to £30 and continued for the next month as well without any clear explanation.
Due to the lack of response from both UK and Dublin contact numbers, we stopped the payments via our bank. Weeks later, they responded by email, admitted the price increase was a mistake, apologised, and explained that I had been accidentally opted out of the mailing list (about the price increase). They only offered to refund the difference, not the full charge, even though we had already stopped using the app because of their error.
By the time I replied, I was told no refund would be issued as a new invoice had already been generated, despite the service having been stopped and they can see clearly that we stopped using the app until they correct their mistake.
It’s disappointing to see a company with a good idea lose customers over avoidable mistakes, poor communication, and inflexible billing. Unfortunately, this experience resulted in a complete loss of trust!!
Reply from LoyLap
Hi Zahreddine,
Thank you for taking the time to share your feedback — I’m genuinely sorry for the frustration this caused. That’s not the experience we want anyone to have.
I’ve reviewed your account history and wanted to clarify a few points from our side:
When you first reached out about moving POS, we returned your call the same day and followed up by email on 23 September to the email address registered on the account, outlining how you can continue using LoyLap when switching POS. We didn’t receive a reply to that follow-up.
When you contacted us in November regarding the billing issue, we immediately apologised for the email omission and corrected the mistake by crediting back the difference in cost, and we applied that credit through to the New Year, which was accepted.
On the remaining billing point: as outlined in our terms and conditions, and as standard practice, we do require a cancellation notice to close an account, which we did not receive from you. A lack of transactions or app usage doesn’t automatically indicate an intent to cancel, which is why billing continued until we received a formal cancellation request.
That said, I completely understand how this felt from your perspective, especially alongside the communication difficulties you experienced. If you’re open to it, we’d really like the chance to review this with you directly and ensure everything is fully resolved. If you email us at success@loylap.com with your business name and the email on the account, we’ll prioritise it.
Thanks again for the feedback — we’ll be using it to improve how we communicate and how we handle issues like this going forward.
Kind regards,
Cheryl