ComplaintsforLightspeed Commerce USA Inc.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Loyalty program has not been working at all for the past 5 weeks. I have numerous ************** during this period trying to figure out why. Account manager **** and *************************** originally started helping me, but have ghosted and ignored all means of communication with me for the past 2 weeks. This is causing a huge increase in work for my employees to track every transaction during the program being down. This is a service we PAY for and now flat out being ignored? no responses to emails, service is down and no help from anyone... I call and tell me they are on lunch or a call and will return the call. But never do. Please have someone reach me to find the solution to this. Greatly appreciated.

  Customer response

  03/22/2024

  Better Business Bureau:
  
  
  The company has reached out with a solution in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi Ive called multiple times to cancel my account since February and no one is doing anything. Called multiple times and found out no ticket was created for my request. Finally in March my account rep replied to email I sent directly (after customer service told me to do so) stating my account will be canceled. However now Im also seeing they charged me over $600 in my bank account with no explanations. This is not the first time Im seeing this type of surprise charges. I signed up for the service with one fixed monthly bill rate and after about year or so my charge went up double. I called to find out why and the rep told me that if I dont use their merchant payment service then the fees will be higher for stand alone. That was insane since I signed up for the *** service only and if I knew that the fee will be different for not using their payment service I would have never signed up for lightspeed. These are all unfair business practice of bait and switch. I demand an answer to my charge and full refund ASAP.

  Business response

  03/19/2024

  Dear Better Business Bureau,
  With regards to the complaint posted by Spade Wine & Spirits, we have reviewed their interactions internally with our Support and ****************** Teams. We apologize for any confusion this may have caused, as we want to ensure that our customers understand how our terms and conditions (found here: ******************************************************************************************************************************************************************************************) have changed in May 2023.
  
  As communicated via email in May 2023, Lightspeed customers who opt out of the **************** solution would be subject to an additional transaction fee on their account. After several interactions between Spade Wine & Spirits and their Account Manager, Spade Wine & Spirits decided to switch to Lightspeed Payments on June 15th 2023, and started processing on June 22nd 2023. On November 24th 2023, they decided to stop using the system, and were charged a transaction fee on February 10th 2024, as per the terms and conditions.
  The customer continued to use ******************** Retail POS until January 31st 2024, but stopped using Lightspeed Payments on November 24th 2023. Spade Wine & Spirits reached out to their account manager on March 1st 2024 to cancel their subscription. 
  We are currently actively working with Spade Wine & Spirits  on this matter and we remain available to answer any further questions they might have.
  Sincerely,
  Lightspeed Commerce
  
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to cancel my point of sale subscription with this company for three months now with no response. I have emailed my account manager 7 times since our last conversation (note she was originally responding to me, then stopped) and it has been radio silence. No one on the support team can help me, stating that the account manager is the only person who can cancel my account. No one will direct me to her boss. I have attempted to open multiple support requests via online support but they go nowhere. I am often told they will "call me tomorrow".I would just like to cancel my account and am still paying / using a POS system I do not want.

  Business response

  01/17/2024

  Dear BBB, 

  We have reached out to the customer for more information as we are not finding any account in this name.

  Regards, 

  Lightspeed Commerce. 

  Customer response

  01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  They originally reached out on 01/17/2024 stating someone would be in touch shortly but I have not heard back since that email.  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  02/13/2024

  Hello BBB,

  Customer and U-series Management has been in touch via emails and a mutual agreement was also reached recently. Customer recently responded to an offer and accepted it. Effective no later than March 12th, Customer will be released from their agreement without penalty.
  
  Thank you
  
  Customer Success Team. 
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Set up an account and was told we can change the date as our business was under construction. We have not even received our equipment yet and have been chanted two months for items and services we do not have. I have emailed countless times, used their chat and called. They keep giving the generic we have escalated the ticket. They also told me to contact my account manager (who they no longer work there) then gave me a new account manager. They said a ticket has already be started and filed. It has been ongoing since November 2023. We are now at January 9th **** with no resolution. I wouldve loved to use them but with a business there is no way to use someone with such horrible customer service and lack of care and communication. Spoke to them today on the phone and they could not get ahold of my new account manager but said he will reach out when hes back since hes offline currently

  Business response

  01/16/2024

  Dear Better Business Bureau,
  
  With regards to the complaint posted by ************* & Eats,  Lightspeed has been in contact multiple times about their concerns and inquiries. Most recently, in direct communication with the Director of Account Management.
  
  Upon reviewing the history and setbacks, ************* & Eats was recently reimbursed the last charges related to the Lightspeed Subscription. We remain committed to providing them with all the support and resources they need to make the most out of their Lightspeed experience and move past any current setbacks that they feel are preventing them from successfully using Lightspeed.
  
  Thank you.
  Customer Success Team. 
  

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  So I have a issue that no one can help me with. I entered 3 products, gave them a discount and the system is not adding the total correct. It is overcharging my customers, which is a very big problem in retail. I have asked this question to 3 different reps on the chat. "please explain why the system can not add. See picture. Total should be $13.47." I also showed them a screenshot, attached to this complaint. The 1st rep could not answer the simple question. The 2nd rep did not understand the simple question and refused repeatedly my requests for a supervisor. All chats are in my history and I have also downloaded them and are available upon request. The 3rd rep, took the time and tried to help. He actually got the same results as I did. He then said it is because of, "?Sales and Payments Report 1 Cent Rounding Discrepancies". Upon reading that section, that only talks about reports and reporting. My issue is about ringing sales up. The register. That is not covered in that help topic and is different. I understand reports might round up 1 cent. But sales can not round up. That is fraud and thief to overcharge a customer and it upsets customers that they will question everything and stop shopping here. That's lost business, all because your system can not add basic math. The last rep did issue a ticket number is ********. for T2. This needs fixed. I can not take the time and double check each and every sale to make sure things are added correctly and my customers are being billed correctly all the time. I pay Lightspeed to total correct totals and NOT overcharge my customers.

  Business response

  01/05/2024

  Thank you for bringing this to our attention. Rest assured that the quality and accuracy of our product is our priority. We have shared this concern with our business teams and someone from our customer service team will reach out to you within 2-5 business days to advise next steps and when the error will be resolved by.

  We apologize for any inconvenience.

  Customer response

  01/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company has not resolved this issue yet.

  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Customer response

  01/17/2024

  They have not fixed anything yet.

  I do not understand how a simple calculator can add but lightspeed system can not add simple math.  4.49+4.49+4.49= ***** not 13.48.

  I do not understand why lightspeed supports and promote fraud.   

  Lightspeed wants me to illegally overcharge customers more then what they are buying.
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2023 I reached out to lightspeed about services and what I was looking for in a company for my business. I spoke to ***************************. She told me that I would be able to use the system for everything I needed. I told her I did not have a hard wired internet and that I needed to know how this would work. She said if I had a tablet of any kind I can use that to work with the system. I would just use the wifi hotspot on the tablet to do what I needed to do. We ordered the system and the printer and the credit card machine and barcode scanner. Everything came in and we try to set it up and it would not work. We spent countless hours with tech support for them to tell us that i had to have an ipad at least a 10th gen to work. My current ******* tablet would not work. I went and purchased a new tablet and then still could not get it to work. They tried all kind of stuff and then said that they did not know why I was told i could use hotspot because that was not accurate. I needed to be hard wired and use a router wifi. We could not use it. I cancelled and videoed and took pics of everything as I was putting in the box and shipped it back to them via the slips they sent me to return it. i have called countless times to get my money back and here we are 4 months later and still no refund. Now they are using the excuse that I did not send it back in the right condition. I asked what do they mean because i did not even use it because they could not get it to work for me. i sent it all back exactly the same way I received it. Then they said that i did not send in the manuals. Which is another lie because they were on top of all the items I placed in the box. I have it on video and photos. i was told that I would be refunded for the hardware and the service fee and I have yet to get any of it back. Instead I am being drug along and they are trying to find all the excuses they can to not have to send me money back. I will get an attorney if I have to. Do not use them.

  Business response

  11/27/2023

  Dear Better Business Bureau,
  
  With regards to the complaint posted by ***** *** ********** we accept returns for hardware that is in original packaging, unused condition, and within 30 days of purchase.
  
  Upon an internal review, Lightspeed could not provide a refund on the hardware as our team has confirmed that the hardware that was returned appeared to be used and was missing manuals, as the customer mentioned was explained to them.
  
  The customer requested that the hardware be sent back to them, which has been completed and delivered on November 11th 2023.
  
  For hardware, we do support different models which work differently based on a particular merchant's setup. We are happy to give recommendations based on our merchants' needs, but can only guarantee that our supported hardware will work when using the correct devices and operating systems required to function.
  
  Please note that Lightspeed offers both annual contracts and monthly subscriptions. Monthly subscriptions are non-refundable but may be cancelled in advance of the next billing period. ***** *** ********* committed to a monthly subscription, which they cancelled on July 4th 2023 after activating on June 14th 2023. They were not billed for their account past that point.
  
  We are happy to continue to work with the merchant and find a solution for them, if they are interested in still using Lightspeed.
  
  Sincerely,

  Lightspeed Commerce

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/15/2023 i entered an agreement with Lightspeed Commerce. They were to provide us with a new Point of Sale system, equipment, software, credit card terminals etc. We received our equipment and went live with the new system on Sept 8th. From day one, we have had nothing but trouble with the new system. I have spent over a dozen hours on the phone and chat with tech support trying to get a resolution. Both of our credit card terminals work intermittently. Our printer stopped working. When we purchase the equipment we were told that it could work wirelessly. After hours tryin to get our credit card terminals to work, we were told that we should hardwire them. So we spent the money and had them hardwired. This did not fix the problem. I have sent many emails to my account manager *****************************. He has multiple time emailed me back stating that someone would call me to get it resolved. These calls have never happened. As I type this, I am at my facility because I was told that someone from the escalation department would call me at 1:00pm today Sunday 9/24/2023. It is now 2:00pm and I have yet to get a call. I have had to close my business 4 days now because of not being able to process sales for one reason or another. We have lost a serious amount of revenue because of the lack of care. I have also lost revenue because I have not been able to do field service since I have been stuck in the store trying to resolve these issues. Each time I talk to tech support, I get different reasons as to why this is happening. Each time, we do the same things over, and over, and over again. Only to have it work for a day or so. In the 15 days that we have the Lightspeed system, I have had to call or chat with tech support 10 days.i want this resolved or a full refund.

  Business response

  10/11/2023

  Our understanding is that this issue has been addressed and since resolved, if that is not the case, please communicate with your account manager.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been trying to contact my account team at Light Speed for a long time. I have left voicemails and sent emails, keep opening cases with escalations with support and no one gets back to me It seems they have set up this ticket system to keep customers engaged in an endless loop of support tickets that never get resolved and keep the customer's business by force.I need to get in touch with someone in account management to cancel my account but they are unreachable My so-called account rep *********************************** doesnt answer emails much less phone calls. Apparently, he and/or anyone in the account management team are the only ones who can take in and resolve non-technical issues, such as: account cancelations, incorrect charges, etc...I keep opening cases with support (foreign 3rd party or outsourced service) and they claim that only the account management team can cancel the account or solve any non-technical issues If you ask for a supervisor they are either none available, they tell you they will escalate the issue to them, and call you back, or in the event that you can, they still cannot address billing issues on the account or close the account. They keep referring you to account management and the circle starts again...time goes on and on and they never get back to me but they keep charging you nonetheless. You are a forced customer and are stuck with them...How do I get rid of this company? They keep charging me and I cant get in touch with anyoneSTAY AWAY FROM THIS COMPANY!!! We will reach back to you is their go-to line and they never do!I need them to stop charging me, resolved an incorrect charge on my account and cancel my account for good.

  Business response

  10/02/2023

  We have reviewed the account history and it appears that the desired outcome has been reached as this business is no longer a customer of ******************** effective September 8, 2023. Further, it appears that refunds were issued for certain charges on September 12, 2023. Accordingly, we believe this matter has been resolved.

  Customer response

  10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the least they could do. However the essence of the complaint was not resolved and this case illustrates that the business has no respect for their customer's time and business. I'm happy to part ways but in no way this is a satisfactory resolution.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

  Business response

  10/31/2023

  We have further reviewed the account history and we see that any additional charges post termination were immediately refunded (see attached screenshot for reference). We apologize for the inconvenience and can confirm that we have now located the source of the charge and can assure you that it will be stopped going forward. 

   

  
  

  Customer response

  10/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on August 20, my power went out and back on a second later. Since then, my card reader (verifone) has not been working I cannot therefor accept any card payments. I called Lightspeed and waited over 48 hours for any answer of response. When they did call, they hung up on me 5 different times. I want all the money back I paid to their company as well as restitution for all the money i lost by not being able to service my customers. Completely destroyed my business. Have lost alot of customers and thousands of dollars!

  Business response

  08/24/2023

  Hello BBB, 
  
  Our Customer Success Team spoke with the customer (**************) yesterday. Customer confirmed on the call, that everything is working fine and will not be cancelling their ********************************* addition, our support team is standing by and still have an open ticket, should the customer has any other concerns. Customer was encouraged to just reply back to the ticket. Nothing further was discussed. 
  
  Thank you.

  Customer Success Team.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have had an issue with Lightspeed for months now. I was overcharged on my account for several months. My account manager *************************** <********************************************************> resolved this issue and reset my payment from $179 to $119. I was told I would be paying $119 from now on. This is a lie. Lightspeed instead cancelled my subscription without telling me. I am now without service. I have been using lightspeed for 7 years now for my POS software. If you are a business DO NOT USE LIGHTSPEED. They do not care about their long time paying customers. They DO NOT CARE about small businesses. I emailed *************************** August 6th at 1 P.M and have yet to receive an email back. This is how little they care. I had been fighting with them for months to fix my billing. Only when I complained to the BBB did they escalate them. Again this company does not give a s*** about its long time paying customers. If you are a small business that needs POS software look elsewhere

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩