Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lightspeed Payments: A Nightmare for Small Businesses Our experience with Lightspeed Payments has been nothing short of disastrous.Funds Held Without Reason: After being approved to process online payments, our first ******** orders were accepted but ******************** took an unreasonable amount of time to transfer the funds. This delay caused us to miss a critical order and hurt our ******** relationship.Sudden Service Cancellation: When we emailed support to ask about the delay, they replied by canceling our payment services entirely with no explanation and no guidance on what to do with open orders or pending *************** Real Support: Their support is email-only and painfully slow. We still havent received a meaningful response or resolution. When we called the ******** service number listed on their website, we were told they dont offer any phone support at all which is absurd for a company handling payment issues.False Advertising with *****: Their ECWID cart integration falsely promises seamless checkout with ******** and Instagram Shops. In reality, it doesnt support checkout through either platform. Yet they continue to advertise this feature as if it works.Bottom Line:If youre a small business owner who needs reliable payment processing, look elsewhere. Lightspeed clearly doesnt value small business ********s. Their communication is nonexistent, their integrations misleading, and their handling of funds completely unprofessional. Easily the worst company **** dealt with and one that wont last long in this space.

  Business Response

  Date: 10/14/2025

  We are addressing your concerns one by one below and can assure you that we will do our best to assist you further with any questions you have.
  The merchant addressed the following issues they experienced with our platform:
  Lack of clarity regarding the processing of a chargeback received by their customer
  Difficulty in obtaining support for processing the chargeback
  Misleading information about the availability of checkout on ********
  Regarding the chargeback case, the merchant contacted us via live chat on October 6. The case was escalated to the team dedicated to Lightspeed Payments inquiries.
  On October 8, a representative from the Lightspeed Payments Chargebacks team responded to the merchant via email, providing instructions on how to process the chargeback. The email also included information on how to contact our team for further assistance through live chat and phone support.
  Concerning checkout on ********, the merchant reached out to our team via live chat on September 2. During the chat, they were assisted in connecting their ******** account to their ******************** eCom (Ecwid) store and were provided with further instructions on enabling checkout on ********. ***** fully integrates with ******** Shops, synchronizing product data between the two platforms and providing a checkout URL to use on *********
  Were sorry the experience with our platform was not as you expected! If you consider continuing with our platform, we will be glad to guide you through enabling the checkout on ********. For that, please contact us via live chat or email. You also can schedule a call with our support team please request a phone call via the chat. 
  
  

  Customer Answer

  Date: 10/15/2025

  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:

  Thank you for your response. I would like to clarify and document several inaccuracies and missing details in your reply:
  1. ***************************************************** *************** While your team replied on October 8, the issue remains unresolved as of October 15. I am still emailing with your team, and each reply takes one or several days. Every time I have asked for a contact number or escalation path, none has been provided.
  To clarify, your team did share a general contact number early on, but when we called, we were told that E-Series (Ecwid/eCommerce) accounts have no phone support at all only tickets or email. We were also told that only Retail and other Lightspeed products offer phone support. In short, there is no way for E-Series merchants to actually speak with anyone about payment issues, which is unacceptable for a service handling customer transactions.
  2. Misleading ******** *************************************** ***************> Your claim that ***** fully integrates with ******** Shops is misleading. During my September 6 chat with your support team, your own representative clearly admitted the opposite. Here is the relevant excerpt:
  (00:33:57) ****: Since you are in the **, the ** store only allows checkout on the ******** side.
  (00:49:17) ****: Since ******** has lots of features for products, their Catalog is a feature that is independent from others (like Shops, Ads, etc). This allows you to create and sync products without creating a store. You have connected ***** to ******** and uploaded products from ***** to ** products are already in your Commerce Manager catalog. Yet, if you want to sell products that are synced from your Ecwid store, on ******** and Instagram, you should create a Shop with checkout on the ** side.
  This clearly confirms that ***** checkout is not supported on ******** or Instagram. In practice, this means merchants must maintain two separate checkout processes one through ***** for their website, and another through ********* internal checkout system which completely defeats the idea of a seamless integration.
  After that conversation, we had to hide our ******** Shop entirely because the checkout process did not work as advertised and confused customers.
  Summary:
  --The chargeback issue remains unresolved after nine days of back-and-forth.
  --There is no live phone support or escalation path for E-Series merchants.
  --Your marketing materials misrepresent ******** checkout capabilities.
  --We had to disable our ******** Shop due to these limitations.
  --Merchants are forced to maintain two checkout systems, which is inefficient and misleadingly presented as seamless.
  

  This experience has been extremely frustrating and disruptive to our business. I stand by my original complaint that Lightspeeds support and communication fall far below industry standards, particularly for a company managing payment processing.

   

   

   

   

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

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

  Business Response

  Date: 10/24/2025

  Thank you for sharing your concerns. We're sorry for the difficulties you experienced, and we appreciate the opportunity to clarify a few points.
  The chargeback issue
  On October 14, our chargeback specialist emailed you with options on how to proceed: either accept the chargeback (if the order had not been sent) or dispute it (if the order was already sent). They asked for your instructions so they could provide further guidance.
  We did not receive a clear response regarding whether the order had been fulfilled. Based on account activity, it looks like your account was rejected shortly after the chargeback was opened, so we assumed the order fulfillment was not started.
  Since no actions were taken, the chargeback was automatically resolved in favor of the cardholder, and the payment was refunded. No further action is required on your part at this time.
  Please let us know if you have any questions or concerns regarding this point.
  Phone Support 
  Were sorry for the confusion regarding phone support. To clarify, the number you received connects to Lightspeeds general support line, which primarily assists Retail accounts. Because Retail and eCom (E-Series) have separate phone support channels, the agents you reached werent able to guide you regarding your online store.
  We should mention that both the Retail support line and E-Series phone support intended for general store setup and settings questions, they dont handle chargeback-related cases. During your chat on October 6, an E-Series support agent also explained that while a call could be arranged, on-call agents dont have access to chargeback or application rejection details. These matters are managed by our dedicated internal team through email for security and accuracy. 
  Facebook Checkout
  We maintain full, up-to-date integration with ********, implementing the Metas capabilities as they are available at the time. During your chat with **** on September 6, ******** Shops required customers to complete checkout either on ******** or on ******
  Its important to note that even with two possible checkout paths, product stock was fully synchronized, and all order and customer details appeared in *****. This meant that you could manage your ******** orders entirely from *****, there was no need to maintain separate shops or manage orders manually across platforms. This workflow was standard for all e-commerce integrations with ******** at the time, including Ecwid, and it was the only option allowed by ******** for US-based shops.
  On September 25, **** introduced a new checkout workflow: customers now complete purchases directly within the e-commerce app, even if the order is initiated on ******** or Instagram. We updated our integration promptly to support this unified checkout process.   
  To sum up, the previous dual-checkout workflow reflected Facebooks requirements, which we had to follow.
  Thank you for your feedback and sorry your experience with us didnt meet your expectations.
  
  

• Initial Complaint

  Date:07/29/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After months of trying to close out our contract, lightspeed refuses to respond or answer any questions. They have failed to uphold their contract and when we try to close, they ask for a large sum of money ($15,000). However, they refuse to provide an itemized breakdown of the charges and cannot answer any of my questions. I am really looking to get out of this bad contract with the company we continue to have problems with.

  Business Response

  Date: 08/08/2025

  Im sorry to hear that youre unsatisfied with our resolving your challenges with Upserve. Upon review, I can confirm that we can assist you. While I see that your primary concern in this description of the fees assessed as part of your early termination fee and being released from your agreement, I want to assure you that should you choose to continue using Upserve, we can partner with you to resolve the problems you were having with your equipment.

  One of the primary reasons I see for your concerns is problems with your payroll syncing with your payroll provider. We would be happy to work with you and Gusto to diagnose and resolve the problem. For any other support issues, we can put you in contact with our advanced support team to sort out any remaining issues.

  For the fees that have been presented, they are an acceleration of all remaining dues, which include your monthly subscription along with the assumed payment processing revenue. This is outlined in your agreement that you signed in June of 2024.

  Again, our primary goal is to assist you in having the most positive experience possible. Please do not hesitate to reach out to our support team or your dedicated account manager to further assist.

  Thank you

  Customer Answer

  Date: 08/15/2025

  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]

   

   We have reached out countless times to no avail. They refuse to provide a price breakdown of cancellation costs. 

  We have worked with third parties reaching out, they never respond.

  We have so many issues constantly and they dont help us. We just want to switch companies. 

   

   

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

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

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the owner of ******* Indian Resto and a long-time Lightspeed customer since 2018. In June 2023, I signed a legally binding contract with Lightspeed (attached), which clearly offered a "LIFETIME RATE" for *** services at no charge, as long as I continued using Lightspeed Payments for credit card processing. This was the only reason I agreed to switch providers and invest further into their ecosystem.Despite full compliance on my endprocessing all card payments through Lightspeed PaymentsLightspeed has now informed me they will not renew the agreement or continue honoring the "lifetime" pricing, stating that the employee who offered the deal has left the company. This is unacceptable and unethical. Contracts are made between businesses, not individuals, and cannot be unilaterally voided based on internal staffing ********** make matters worse, on June 9, 2024, Lightspeed charged my credit card $350 for *** services without my consent, prior notice, or any disclosure. I had explicitly requested last year that my card be removed from the account. This unauthorized charge directly contradicts the signed agreement and reflects poor billing practices.I request the following:Immediate refund of the $350 unauthorized charge.Full honoring of the lifetime *** pricing per the signed contract.Written confirmation that the agreement will be upheld going forward, as long as Lightspeed Payments is actively used.If this is not resolved promptly, I am prepared to take legal steps. I am filing this complaint to document the issue and seek a fair and formal resolution.Attachment: Signed 2023 contract showing Lifetime Rate and zero *** fees.

  Customer Answer

  Date: 07/23/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Lightspeed Commerce USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to ongoing issues with Lightspeed Commerce regarding undisclosed credit card processing rate increases and an inability to obtain a response from their customer service.We have been a ******************** customer for over six years. In March 2023, we signed up for Lightspeed Payments under a negotiated 1.45% card-present processing rate. However, after receiving a general rate increase email from Lightspeed on May 1, 2025, I reviewed our billing and discovered thatwithout any prior notificationour rate had been quietly increased to 2.75% back in October 2023. This has resulted in thousands of dollars in additional fees charged to our account over the past 19 months.The only explanation provided (after much effort to get someone to respond) was that this rate change was supposedly posted in Lightspeeds backoffice systemsomething that neither I nor my staff was ever aware of or actively monitored. No email or proper formal notice was ever provided, which is highly unprofessional for a change of this ************ addition to the unauthorized rate increase, I have made numerous attempts over the past several weeks to contact Lightspeeds customer servicevia email, phone calls, voicemails, and chat. Calls go unanswered, voicemails are ignored, and chat agents only promise follow-up that never happens. I cannot reach a live person to resolve this issue.This lack of transparency and customer support is unacceptable and has caused significant financial harm to my business.

  Business Response

  Date: 07/03/2025

  The Lightspeed Payments team is actively investigating the ************** case related to a payments rate increase in October of 2023 that was communicated to the customer via Intercom, an in-platform app. The Lightspeed ****************** team has requested a dollar value of the difference of the ** Payments rate from October 2023 to May 2025 to see if this can be offered as a refund once a value is determined. We will contact the customer as soon as we have the final calculation, as well as a proper course of action to remedy the situation.

  Customer Answer

  Date: 07/07/2025

  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:

   They claimed they had communicated with us through Intercom, an in-platform messaging app we were not familiar with and have never used with them before. Historically, all communication has been handled through email, and no such email was ever received regarding this matter.
  I made multiple attempts to reach outleaving voicemails, sending emails, and requesting a response. The only reply I received was from ****, who said they would look into it. Despite further follow-ups, I never received a clear answer.
  It wasnt until I filed a complaint with the BBB that they finally responded and addressed the issue.

  I first raised this issue to them on May 2nd, 2025. It's still not been resolved. Should not take that long to resolve this issue. 

   

   

   

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

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

  Business Response

  Date: 07/22/2025

  Dear valued customer,

  Thank you for your follow up on this matter.
  As previously mentioned, we are working with our Finance and Legal teams to validate your request and to prepare a path forward, if applicable.
  Please rest assured that we will be in touch by the end of this week with a response to your claim. 

  We thank you for your ongoing support and patience while we work diligently to resolve this matter. 

  Best,

  Customer Answer

  Date: 07/22/2025

  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

  Lightspeed has continued to delay addressing this issue, seemingly hoping it would be overlooked. I've attached an Excel spreadsheet outlining the credit card processing fees charged versus what should have been charged since October 2023. The total overcharge amounts to $48,883.65.
  I've already shared this document with Lightspeed. The discrepancy is clear and well-documentedthis should be a straightforward matter to resolve.

   

   

   

   

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

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

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lightspeed has been collecting my money for Lightspeed loyalty yet nobody at Lightspeed has been able to activate it or get it working, I have e-mailed, chatted and contacted the company through numerous channels with no assistance. I have never seen a company this dishonest and unreliable My account is ******

  Business Response

  Date: 05/20/2025

  Hello,

   

  I apologize for the miscommunication that this has caused you. I know that since this message your account manager has reached out and we are refunding you for the Loyalty program. This error was due to the location where Loyalty does not work.

  You should receive your refund shortly.

   

  ******

• Initial Complaint

  Date:03/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am experiencing significant difficulties in reaching customer support through the chat function. It takes over an hour to connect with a live representative, and I am still currently on hold. Additionally, when accessing the support page under my account, the "Contact Support" option is unavailable. Instead, I had to navigate to a separate help center page to initiate a chat, only to face another extended wait time before being connected to a human representative rather than an AI bot.Furthermore, I am encountering multiple issues with my account that require immediate attention, yet the lack of responsiveness from customer support has been extremely frustrating. It appears that the company has undergone a change in management, which, unfortunately, has resulted in a decline in service quality. I would appreciate a more efficient resolution process and improved support accessibility.

  Business Response

  Date: 03/18/2025

  I am the Account Manager for ****** at Lightspeed. I responded to the customer as soon as the legal team forwarded me their complaint. I am in contact with other franchise owners of this group on a regular basis. I attached the sent email to this.

  Customer Answer

  Date: 03/19/2025

  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]

   The initial email to introduce himself to me was not a response to actually resolving the issues. ***** was able to upload his screenshot to the BBB yet still hasnt responded to my response email addressing the issues that havent been resolved. 

   

   

   

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

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

  Business Response

  Date: 03/19/2025

  Hello,

  The customer responed to my outreach outside of my business hours. I was able to get back to the customer later this afternoon addressing his issue with clear instructions as well as outlining best practices to interact with our support team and how to escalate issues if they are not addressed.

  I have included screenshots of the exchange. Please let me know if there is anything else you need.

  
  Thank you,

  *****

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been an ongoing customer for many years using the product solely as a cash register for our business, paying $2148 per month. ******** the company has changed their policy and decided to unknowingly charge us an extra $910 because we do not use their merchant services. So, basically since they don't make extra money in merchant services off of our business, they charge us extremely high extra fees anyways to make up for it. This was done on Feb 9, 2025, with the company informing us of the charge by email only on Feb 28, 2025. This was 3 weeks after the charge. I contacted support and was told that since we don't use add on products provided by them, there is nothing they can do. This is extremely unprofessional. An increase of $910 per month with no notice to our business is something we cannot afford. We never authorized the transaction, and don't use the added services that cost covers. I informed Lightspeed, I would not pay the fee, and they proceeded to charge the fee again on March 9th. They tell me there was an email sent to inform us, but I cannot find an email sent from Lightspeed at all about this. Also, they told me they would re-send it so I can see it, and I am still waiting on that as well. Huge scam suddenly by this company.

  Business Response

  Date: 03/17/2025

  Hello *****,

  Thank you for reaching out with the feedback related to your recent experience. First I would like to thank you for being a long time S-Series customer. We do appreciate your years of business and do apologize for any confusion or frustration caused by this increased cost associated with this Transaction Fee. Below we will break down the history of communication that we can see internally. I understand that you contacted our Support and team on February 28th after seeing this charge for $910.00 CAD.We have partnered with our Marketing team to review your account and the history of communications sent to ensure that all relevant information was conveyed to you in a timely manner regarding this policy update
  

  Our internal records show that you were sent an email with the Subject Line: "Important update: were unifying Lightspeed S-series and Lightspeed Payments" informing of this upcoming change to the email address ********************************** October 15th at 9:09 AM then show the email was initially opened the same day at 9:44 AM. We also see a final record of the communication being opened one additional time on October 21st at 11:09 AM
  

  In your message, you mentioned that you received notice on February 28th.Our internal records show that you did contact and speak to our support team and were then connected with your Customer Success Manager, Nima on this date. We also see a series of email communication covering and confirming the requirements to avoid any Transaction fees moving forward. Below is the most recent email reply sent to ********************************** on March 7, 2025 at 6:08 PM related to your inquiry.

  ---

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

  Hi *****,

  Thanks for speaking with me today, I appreciate you taking the time to voice your concerns. As mentioned in our conversation, the fee you were charged is related to processing third party, and is a permanent change to our software, and company structure. These changes were communicated to you in October of 2024 and took effect as of February.

  However, I fully understand making the best decision for yourself and your business. Please note that transaction fees will recur if you continue to process third party, and the amount is based on your monthly gross income. As mentioned, if you were to sign up on Lightspeed Payments, as an exception, I would be able to refund you the last transaction fee charge once you are transactional.
  

  Please let me know if you have any questions.

  Best,

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

  ---

  After confirming the history and timeline around this communication, we are still unable to refund the fees charged to your account at this time. From here, we will also follow up with our Marketing team to ensure you are re-sent a copy of the original communication sent on October 15th.

  We do have a review process in place, if you are able to respond to your Customer Success Manager, we'd be happy to continue this conversation with you.  If you have any other questions about this fee or would like to make any changes to your Lightspeed S-Series account, please contact us at ****************************************. You can also learn more about this change here: ************************************************************************************************ or by consulting the changes to your Merchant User License Agreement here: **********************************************************************************************

  Thank you.

  Customer Answer

  Date: 03/23/2025

  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:

  As per the email they mentioned they sent. It was sent from the name "******* ******-*****" and does not mention lightspeed as the sender, I have no idea who this person is, and probably assumed it was a resume from this person.
  Secondly, regarding the email. This email reads as though it's a sales pitch to use Lightspeed merchant services. This is not something we are interested in at all, and it does not state that this change will incur a ridiculous fee of $910 per month anywhere on it if not using their services. I would assume a "Transaction Fee" would never be in this crazy amount. 
  Lastly, regarding the email. We were paid in full for upcoming year on October 9th, 2024. This email and change were made after the fact of pre-paying for a full year of use of the product in the same manor as we have for the past 5 years. This should have been considered before making a drastic change like this. I assume Lightspeed has no intention on returning the remainder of the yearly fee if we decide to cancel immediately, considering we are paid up until October 8th 2025?
  On top of all this shady communications from Lightspeed, our current merchant fees for our business are well below half the cost this company assumes it would cost us. The fee is comepletely unrealistic considering we have a main in-store machine and 7 wireless mobile machine, along with online ordering to consider. How is the fee imposed by Lightspeed over 300% higher than our current merchant provider?
  We do not agree to any of the additional fees we have paid since agreeing to our 1-year term on October 9th 2024 when we paid for the services for the year. Please correct them, or we will be cancelling, and looking at further action. 

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

  Business Response

  Date: 06/05/2025

  Hi *****,

  Thanks again for your continued feedback. We understand that changes like this can be frustrating, especially after being a long-time customer, and were sorry to hear that the outcome has been disappointing.

  As mentioned previously, the transaction fee was introduced as part of a broader update to unify S-Series with Lightspeed Payments. Notice of this change was sent by email on October 15, 2024 to your registered email address. Our records confirm that the email was opened on the same day, and again on October 21, 2024.

  We understand that the subject line or sender may not have stood out, but it was sent from a Lightspeed email address and was part of our effort to provide more than 90 days notice ahead of the February 2025 change in line with our Merchant User Agreement which can be found here: ***************************************************************** the transaction fee itself, we recognize that the amount may have come as a surprise. The fee is based on gross monthly processing volume, and the amount you were charged falls within the tier outlined here:
   *******************************************************************************************************

  We also understand that our suggested solution for your mobile terminal setup didnt align with how your business operates. While we aim to be as flexible as possible, we recognize the importance of this functionality and understand that it may prevent Lightspeed from being the best solution for your business for that reason.

  Since your account has now been closed at your request and all concerns have been addressed in prior communications, we wont be issuing a refund for the fees, which were billed according to the agreed-upon terms and communicated timelines.We truly appreciate the time you spent with Lightspeed and wish you the very best moving forward.

  Sincerely,
  

  The Lightspeed S-Series Team

  
  

  Customer Answer

  Date: 06/05/2025

  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:

   

  Complete scam. Worst company I have ever had to deal with.

  Any company that increases fees by over 600% suddenly is truly evil and trying to scam you.

  Sketchy practises to notify the customer with non-information.

  I strongly suggest nobody ever uses Lightspeed.

   

   

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

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

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We canceled service because they did not credit us for over $600 in credit card payments in May of 2024, in October they started again taking fees from our bank account while we don't use their services. Have called several times no response. Had to cancel my debit card at my bank

  Business Response

  Date: 03/20/2025

  -Customer signed for a 12 month contract starting October 21st 2023, ending October 21st, 2024. 
  -On October 21st 2024, the contract renewed on a month to month subscription automatically. 
  -On May 29th, 2024, the customer stopped transacting and using the **** but the customer was still under contract until October 21st. 
  -We did not receive communication from the customer requesting cancellation at any point until March 7th, 2025. 
  -Should the customer have requested cancellation after October 21st, 2024, they would have been able to due to being on a month to month subscription, but not prior due to them still being locked into a contract. 
  
  Please see signed contract attached. 
  

• Initial Complaint

  Date:01/20/2025

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting a termination of my contract with Lightspeed Commerce **** without penalty and the waiver of a $14,327.97 early termination fee. Lightspeed has failed to deliver on critical obligations under our agreement, resulting in financial losses and disruption to business operations. These repeated issues constitute a material breach of contract per Section 13.1 of Lightspeeds terms, which entitles me to terminate without penalty.Major Issues:1.Device Communication Failures: Our devices consistently fail to sync, forcing staff to operate with a single terminal during busy hours. This has led to lost revenue when customer tabs disappear ********************* Processing Failures: On multiple occasions, payments failed to process overnight, with reports showing $0 in sales for entire days. The delayed deposits caused cash flow issues, hindering payroll and vendor payments. Despite Lightspeed blaming our internet service, our ISP has confirmed that the issue is not on their end.3.Insufficient Product Support: Hardware upgrades like handhelds and printers were shipped without setup instructions, delaying implementation. Moreover, the support materials are outdated, and the dedicated support representative is frequently unavailable due to time zone and holiday differences.4.Faulty Integration: Despite taking over a month to integrate OpenTable, the integration is incomplete and prone to errors.5.Unmonitored Support Channels: Many support emails provided by Lightspeed were either inactive or unmonitored, compounding delays in resolving issues.Due to these unresolved failures, my business has experienced financial losses and operational disruptions. Despite multiple attempts to resolve these problems with Lightspeed, they persist. I believe the $14,327.97 termination fee is unreasonable given the circumstances, and I am seeking the immediate termination of my contract without penalty.

  Business Response

  Date: 02/04/2025

  Thanks for your concerns
  First and foremost, Im sorry that you are frustrated and that you do not feel like the product has met your expectations. Our goal is and always has been to provide exemplary service. Upon a review of your account, I do see instances where you reached out to our support team to provide guidance on questions you had regarding the system, payouts and integrations. Each issue was resolved in a timely manner or we are still pending information from you on how we can best assist. Our support team is available 24/7 and can assist by either phone or chat. Our resolution times remained within the **** set forth in the agreement. Should you like to bring any product failure to our attention and we cannot resolve it within the aforementioned SLA, we can release you from your agreement. 
  As stated, our goal is always to provide you with the best service possible. We remain committed to assisting you and your staff. We will continue to work with you and find a resolution for any product needs for Taste and Savor Wine Bar. 
  Thank you
  
  

  Customer Answer

  Date: 02/10/2025

  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:

  Lightspeeds response is a lie. They arent waiting on any more info from me, theyve simply ignored me. No one has reached out and requested any info from me. I havent even heard from my account rep ******** or anyone from her team for that matter since January 14th. In fact, Ive been promised by support a couple of times that someone would reach out within 24 hours, and they still havent gotten into contact. Therefore, I can only conclude that they are simply hoping I stop pushing this issue if they ignore me. I am done being lied to.

  
  
  
  
   

  
  

• Initial Complaint

  Date:08/12/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lightspeed processes payments for my business. Without notice, Lightspeed deactivated payouts for my business, all while still accepting payments through my store. Lightspeed did not notify me that the payouts had been suspended, I instead found out on my own and reached out to them for answers. I was told I needed to submit proof of inventory via pictures, and answer a couple of questions about what I sell, how I sell it, and what steps I take to prevent fraud. That information was submitted. Each time I call, customer service tells me that it is being reviewed by the back office... whom is not reachable by phone. I have reached out to my account manager as well without response. As of today, four days have gone by without any explanation, without being able to speak to someone to help, and without any response from my account manager. The company has held four days of payments from my SMALL business all the while continuing to collect a percentage of my sales. I would like the funds owed to my business to be released immediately and I would like some communication from my account manager

  Business Response

  Date: 08/13/2024

  Hello,

   

  I am reaching out regarding this concern and want to apologize if the account manager did not give you a call back in a timely matter. From what I see you sent us an email to cancel on Friday afternoon and the account manager usually would reply within 24 hours but do to the weekend could only respond on Monday. At this time they responded to your request to cancel. They will also be following up with you today August 13th to let you know we are digging into this more for you.

  Our underwriters are the ones that *** have requested information and sent you an email as to why they were holding your funds. I am gathering more information for you and will try to get them to reach out sooner to assist in releasing your funds.

  I apologize again for the delay and will do my best to get this to you as soon as possible.

  ***********;

   

   

   

  Customer Answer

  Date: 08/15/2024

  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,
  
  *****************************