ComplaintsforLightspeed Commerce USA Inc.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lightspeed made me pay for a year of e commerce and a year of retail service and after 3 months of trying to get it all set up and not getting clear instructions and not being able to launch e commerce I asked to cancel and refund my money. I returned any and all equipment as instructed and was told by the representative that after the equipment was returned a refund would be issued. Now they are ignoring my emails and keep saying someone will call back when I call and they never call back. This company is a scam and they are targeting small businesses to defraud them of money and not provide service and refuses to refund unused services. I will be filing in civil court for a refund as well as a refund on my products as they asked me to open them to list them in inventory and they expired due to lightspeed not working fast enough. Iost over 5k in product due to lightspeed. Do not do business with them they are scammers.

  Business response

  12/06/2021

  Hello,

  
  The customer, Happy Planet LLC, signed a contract with us on July 28th, 2021.  A cancellation was requested on September 30th by the customer, however, our sales department failed to pass this request to the correct department, this should have been done immediately upon receipt of the request, where it would have been dealt with in a timely manner by our Customer Success team. 

  
  In the terms and conditions of this contract it is written that the  "Customer understands and acknowledges that this document is non-cancellable and that all fees are non-refundable".  In this case we have decided to make an exception to our terms and provide a partial refund which the customer has accepted.  I am now working with the customer to transfer the refund to their account. 

  Regards,

  ***** *****
  Senior Customer Success Manager
  
  

   

  Customer response

  12/09/2021

  The company is only offering a partial refund of the annual subscription fees when only two months of 1 service was rendered and none of the 2nd service which was also paid a year in full was never rendered. The company acknowledged that the refund policy was not explained to me nor posted clearly until after payment was received. The aforementioned contract was sent after payment via email. Furthermore the company forced me to expose my perishable products to air causing a substantial loss in revenue. A refund for the prorated rate of services was not offered. Only a portion of total services not including services that were never rendered.

• Initial Complaint

  07/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company forces you to pay for a year at a time and when you kick them to the curb and find another that does what the do for a third of the price they refuse to reimburse the unused portion. They do not tell you this even in the fine print.

  Business response

  07/23/2021

  Hello ******,

  Thank you for your message! In regards to your request, we would be unable to Refund a partial amount as the prepaid services were processed as of 01/19 of this year. Accounts are billed at the beginning of each monthly billing period, except those accounts that have paid in advance for a committed period in excess of one month, and such charges are non-refundable. There will be no refunds or credits for partial months of Service or for prepaid plan unused months. No exceptions will be made to this rule in order for us to treat all of our customers fairly. For more information, please click here to review ShopKeep’s Billing Policy********************************************. At this time, I can confirm that your accounts **************** & ***************** have been terminated as of today. Your accounts are set to Terminate Immediately before end of day today and you will no longer billed for either of the accounts moving forward.Please be advised that, as we are a separate entity, this query has been submitted to Shopkeep's customer service team.  If you have any further questions regarding this, please feel free to reach out to ShopKeep’s 24/7 Customer Care Team. Please see the contact information listed below.

  ******** ******* *********** ******** ***** ***** ******** ***** ******** ******************** 

  Thank you,

  Sincerely,

  Maisa 

  Customer response

  07/26/2021

  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]

  None of this was revealed to me when signing up and paying for the whole year. I was not aware of any of this until I canceled my subscription to them. Something like this should be be told in writing prior to billing. I did not have this luxury. And you want to  Hurt small businesses like this it is very bad business practice  give me my damn money  

   

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

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

  Business response

  07/27/2021

  Dear ******,

  Thank you for writing to us regarding your refund requests with ShopKeep. We take all customer inquiries, requests and comments seriously and do our best to help in whatever way possible.In order to maintain the best possible pricing and availability for ShopKeep customers, we must enforce strict rules regarding refunds. These are laid out on the ShopKeep Billing Policy: ********************************************, that is always available through ShopKeep’s Free Support Resources. Please refer to clause 2 under the Payment and Refund Terms.

  While we can sympathize with your situation, ShopKeep does not refund for unused services. If you have any further questions regarding this, please feel free to reach out to ShopKeep’s 24/7 Customer Care Team. Please see the contact information listed below.

  Thank you!Best Regards,

  Lightspeed Team

  ShopKeep Contact Information

  Customer Care: ***** ********

  Email Support: ******************** ******************************************

*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. ↩