ComplaintsforLightspeed Commerce USA Inc.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 29th ************************* reached out to me and wanted to know how my electronics business and online sales was doing. We talked about some goals I wanted to accomplish with my business. Some of those goals was a I wanted to expand online making my inventory level numbers at my flea market location be the same numbers as online. My online platforms I have been using is **** and ********* but I wanted to have a online website of my own as well to get rid of some fees.**** said he would have to reach out to his manager to see if Lightspeed could do 2 way syncing with ****. Which is where a good amount of my inventory was. And also be able to sync that inventory to ******** marketplace and to the Lightspeed website. **** called me back the same day May 29th and said said they could make it happen. He asked when I wanted to start, and my response was if he and his manager could guarantee that their products and services could make that happen at the price he was offering. Then I was ready to start now. After getting into the lightspeed website I experienced issues. And I contact **** via email. He gave me steps for Ecwid lightspeed and I followed them. But then I once again had issues. I contacted support at ecwid LS and they said what I discussed with **** wasn't possible. And that I should message **** and ask for clarification. **** said he would work with his colleges and if he couldn't resolve things he would refund me. I havnt received a refund. My products were never imported into lightspeed. And my lightspeed subscription was closed out today to prevent another month of charges. I felt 3 weeks and 3 days of working with support and waiting for a response was more then I should have waited. They had most of those 3 weeks to resolve the problem I never received the products or services that was sold to me. So I'm asking for my first month subscription to be refunded. Expecially since I pointed out the issue with in 24 hours of signing up.

  Customer response

  07/08/2024

  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.

   

  Lightspeed has now refunded me as of July 5th.  

   

  however i still highly encourage small business to stay away from lightspeed, and their slow customer support.   Actually their customer support is nearly non existent, and who is there is super untrained.  
  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July of 2023 our ******** ***** agreement was due for renewal. At that time we talked to our account manager ********************* and agreed to pay the same as July of 2022. On an email sent to us by the Sazant he assured us that we would be paying the *** fee and that the Processing Fees for Lightspeed payments would remain the same as the previous year. 2.4% for card present and 2.6% for keyed in transactions. This fees were negotiated and approved in July 2022 and would continue for the next term, July 2023- July 2024. In September of 2023 they increased our fees without any notification to 2.55% - 2.90% accordingly. Further more they didn't notified us. It wasn't until June of 2024 upon an audit from our accountant that he made us aware of such changes. We promptly contacted Lightspeed and talk to ******** about Ticket#******* , she agreed that we were supposed to be charge 2.4-2.6 and that she would look into it. The morning after she contacted us to tell us that the 2.55-2.9 rate was the agreed to rates. Which they weren't. We can provide email from manager in which he states that the processing fees would remain the same. And we can provide statements from July to September in which we were being charged the agreed amount of 2.4-2.6. It wasn't until September that somehow they changed it without any notice. We seek billing adjustment to the original rates.

  Business response

  06/11/2024

  Dear Better Business Bureau,

  Regarding the complaint raised by ******** *****, Lightspeed has notified the owner about the rate increase with a 30-day notice, both via email and in-app messaging.
  

  The communications with the customer were as follows:
  - August 8th: First notification of the rate increase sent via email and in-app message.
  - August 22nd: Second notification sent in-app.
  - September 22nd: The new rates were implemented.
  
  The rate increase was 0.15% for Card Present Transactions and 0.30% for Card Not Present Transactions.
  
  We are more than willing to discuss this increase with the customer. They can directly contact their account manager, ***********************************, for a rate review to explore the possibility of reducing their rates.

  ***** can be directly reached at:
  
  **************************************************************** ************** **** ****

  Sincerely,
  The ****************** Team

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I down loaded the free version and set it up for the store that I tried to open. I never used their software. I clicked the link attached to their program. It told me everything was canceled before the trial period ended. I finally started getting my mail from my ex wife and turns out of have been paying for the last 4 months for a something I never used. Tried to contact them and had a heck of a time finding my info. Turns out they changed the spelling on my account. As well as email.The guy who helped me finally found my name. So they changed my info and continued to bill me for something I never used.

  Customer response

  05/20/2024

  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

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We Used Chrono Golf which is a Lightspeed company to book a tee time online. Part of the service is if you cant play because you have been rained out they will reschedule you to play again. There are no humans to talk with at the company. And they will not respond to emails. I believe they Have stolen our money. We were charged on April 22 2024 and have not been able to talk with a person about this. based on reviews online it appears they have been taking peoples money under false pretenses of a refund if it gets rained out then not helping to resolve the situation and keeping the money. I have attached a copy the correspondence or lack there of for reference.

  Business response

  05/22/2024

  Dear Better Business Bureau,

  With regards to the complaint posted by *******************, Lightspeed has been in contact with them to address their concerns. Please see a summary of the interactions between ******************* and Lightspeed below.

  April 28th: ******************* contacted Lightspeed Golf to reschedule a tee time they had already paid for. They provided the rescheduled date along with their request.
  May 1st: Lightspeed Golf responded to *******************'s request but inadvertently did not acknowledge the proposed date for the rescheduled tee time. Our support agent asked for at least a week's notice for rescheduling due to minor miscommunication and slower response times.
  May 17th: ******************* responded with a new proposed date for the tee time replay, suggesting June 2nd. Lightspeed confirmed this new date on the same day.
  May 20th: ******************* requested another reschedule, this time to June 9th. Lightspeed confirmed this new date on the same day.

  *Please note that there are currently no outstanding support issues or tickets that have yet to be answered. Depending on the time period and the number of incoming tickets, wait times may vary. We remain committed to providing them with all the support they need to make the most out of their Lightspeed experience and move past any current setbacks. 

  Please feel free to contact us for any additional queries regarding this case.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used Lightspeed POS for my bike shop for many years. Last year, they called and said that they would be forcing me to use them for my credit card processing or they would charge me an additional ****** per month. I signed up for the cc processing through them and the machine never worked and no one would ever call me back or answer the phone to trouble shoot and get the machine working. Then, because I was not using the cc processor, they decided to charge me the extra ****** and instead of billing me, the drafted the money straight out of my bank account. I was never able to speak to anyone about this and when no one would ever acknowledge the issue. It is IM***SIBLE to get your "account rep" on the phone and ***************************** would barely ever even email me back. Because all of my customer's information and my business information was being held hostage, I paid again the ****** per month for the use of the *** system and they STILL didn't unlock my account. I have been on the phone for HOURS today and yesterday trying to get someone to help me regain the use of my *** which I have paid TRIPLE for for months but no one can help and no one can pull up my account using the account id.

  Business response

  05/13/2024

  Dear Better Business Bureau,

  In reference to the complaint made by Sunny Cycles. The charge that we have seen on the account is based off our Transaction fees. Lightspeed has made multiple attempts to convey our updated policy, which involves the integration of our POS platform with our payment processing platform. Failure to comply with this policy will result in the imposition of additional monthly fees based on their Gross Transaction Volume (GTV), as detailed in the following link: ******************************************************************************************************************************************************************************************
  
  Timeline of charges:
  -Customer charged monthly for POS $127.90 (for the month of February 3rd- March 2nd)
  - Customer charged 200$ transaction fee on February 2nd 2024
  - Customer Refunded 200$ for transaction fee May 5th. We be issued in 3-5 days.
  - Last POS charge has not been taken which is due and card is expired or no longer available. 

  There has been communication with the Account manager to explain where the charge came from and that given her situation we will refund this charge. We do understand that the customer was not able to properly use the terminal given with the payment processing which has cause delay in using it and it is for this reason we will be helping with the following:

  1.) Refund of the transaction fee

  2.) Have a specialist reach out to help setup the terminal for use

  3.) Hold fees until the customer is all setup

  4.) We will call to update the card on file as this is why the account has been locked.

  The Account manager will be reaching out shortly to make sure she has full access and everything is updated.

  Best Regards,

  Lightspeed ****************** Team

   

• 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.
  

*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. ↩