ComplaintsforLightspeed Commerce USA Inc.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Have return the equipment to the company and waiting on a refund. It's been almost a month an no refund. I have gotten several emails and telling me to contact ******* which is the sales person who sold me the equipment. And have not received any answer from him at all. I just want my refund of $189.25.

  Business response

  08/02/2022

  Dear Better Business Bureau,
  
  With regards to the complaint posted by mr.universal ***************, Lightspeed has been in contact multiple times with mr.universal *************** about their request for reimbursement.

  The contract of mr.universal *************** was successfully canceled and the remaining request for reimbursement was related to a first month of contract commitment, the shipping costs of the hardware and a piece of hardware. The delay of refund was due to Lightspeed not receiving the piece of hardware back. Lightspeed finally decided to refund it to mr.universal *************** a a gesture to move forward. It had been agreed by mr.universal *************** that they will not receive a refund for the first month of their contract or the original shipping cost of their hardware. 

  Sincerely, 

  Lightspeed Commerce
  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased $5950 of Lightspeed POS for my new restaurant.We have now returned the item to Lightspeed, as we have been trying to get it all set up, yet not getting clear instructions and not being able to use the printer/pad in the kitchen and bar. I asked to cancel and refund my money. I returned 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. I have sent several emails, opened several tickets and customer service manager wrote to me after two months asking me how can they solve the issues when I have already returned the item. As per email, we were told that as soon as the equipment is returned, we will get our refund. They have charged us the monthly fee even after we have returned the item as well. I would really appreciate it if you could review our case as soon as possible. Also, the printer we requested came after three weeks of asking for new one. All this is on my emails below. Tracking number of good ************* Delivered Friday, 5/27/2022 at 10:29 am DELIVERED Signed for by: ******** Looking forward to hearing from you promptly.Regards,

  Business response

  06/22/2022

  Im sorry to hear about the issues you experienced going live on our system. The documentation you provided was very valuable in helping us piece together your journey.
  
  Based on everything weve researched, and despite our teams efforts to make things right, weve decided to cancel your account and stop any further charges. Once we receive all returned hardware, we will issue a refund for your hardware within 30 days.
  
  I apologize for the frustration this has caused you and your team. We hope that we get a chance to partner with you in the future.

  Customer response

  06/23/2022

  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]  Thank you so much foe accepting our  complaint.   The item have been sent back  and please see proof of delivery.  As per ***** you have recieived and signed for the return good . .  What exactly are you waiting for from us.  There is nothing else to send on our end.  Now a refund is what we are waiting for.  Npo further action is required from Moi Moi.   Thanks 

   

   

   

   

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

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

  Business response

  06/24/2022

  We confirmed that the equipment was returned and entered a refund for your hardware charges. We will follow up on our end to make sure its processed as quickly as possible. Thank you for your patience as we work through this with you.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Light speed charged with $1800 without my consent and i have to fight for 6 months to get my money back and fornthis mistake they never apologized My account manager is very un professional and do not know how to deal with customers. Last year I requested to change my manager and again this year before renewal But i thing lightspeed is shot on staff and they are having only 1 manager for all usa customers, very bad as they are canada based Same account manager calls me again this year and this person does not know what she is talking and very rude and unprofessional . And she is telling me that she is a new account Manager, i am not fool Lightspeed should look for some experienced and professional staffing. Higher Management is in pahse of re organization as ceo has resigned, Lightspeed should focus at low level staff improvement insted of focusing on executives or else company will be in loss pretty soon Lightspeed will be loosing my busineess and few more as well Very bad customer service. They promise you something to get you in and once you are in , its a whole.new story Thanks lightspeed for wonderfull services Thanks

  Business response

  05/12/2022

  Dear Better Business Bureau,

  
  With regards to the complaint posted by Saffron ****************** Lightspeed has been in contact multiple times regarding their concerns surrounding contract pricing with our ****************** Team.

  
  Please see below is a detailed description of Lightspeed and Saffron ****************** interactions:

  
  1) March 2019: Signed contract with Sales Rep. *** signed quote identified the 1 year term of the discounts (See image 1 - Contract 2019)

  2) March 2020: First renewal with their Account Manager.

  - *** Account Manager contacted the merchant on March 10th, 2020 to renew the subscription. *** Merchant forwarded a series of e-mails between him and a previous Lightspeed Sales Rep. ** the email, the Sales Rep explained that if he pays his renewal before the expiration date, he would be able to get the same rate. With this information, the Account Manager was able to secure the merchant the same rate for the renewal, but did explain that he should lock in the rate for longer than 1 year, as the rate will go up. *** Account Manager also explained that we are moving towards an automatic renewal system, which would likely be subject to new pricing.

  - March 24, 2020: *** merchant confirmed that he does not want to pay upfront for three years.

  -  March 31, 2020- *** Account Manager renewed the merchant at the same price as the initial deal for 1 year and the merchant was placed in the auto-renewal queue for the following years (See Image 2- Contract 2020)

  3) March 2021: Second Renewal with New Account Manager: 

  - With the account on auto-renewal, the renewal went through full price. *** merchant called in to speak with the Account Manager about the price increase. *** Account Manager explained that last years price was only guaranteed until the end of their 1-year contract and was not applicable for this year's renewal.
  

  - March 31, 2021: *** account was passed over to a new Account Manager and the new Account Manager created a ticket for our Customer Success Team, as the merchant requested a refund.

  - August 3, 2021: ** good faith, the Customer Success Team agreed to refund $830.55$ for the price increase as a result of the auto-renewal. 

  - Aug 4, 2021: *** merchant requested to speak with the Sales Manager. *** Sales Manager reiterated the refund offer and the merchant accepted the refund. *** merchant's credit card was removed from the file and he asked to be removed from the auto-renewal queue for the next renewal.
  

  4) Third Renewal with Account Manager

  - March 16, 2022: *** merchant confirmed with the product team via email that he would not renew his subscription because we are unable to keep the rates.

  - April 1, 2022: *** merchant called in to support to ask about his account renewal and our Support agent explained that he asked not to renew and as such his account was suspended since the renewal did not happen in March.

  - April 20, 2022: *** merchant requested to change his Account Manager again. We assigned his account to a previous Account Manager, as the Sales Team is small and there were no other Account Manager options. 

  - April 28th, 2022: *** merchant said that he does not want to work with the assigned Account Manager.

  -May 3rd, 2022. *** Sales Manager called the merchant again. *** merchant refused to speak with her, as he already spoke with her back in 2021, nor does he want to speak with any previous Account Managers. 
  

  Many members of our team have tried to work with the merchant and explain the contract pricing. We understand that the merchant may be unclear about the pricing; however Lightspeed never offered a 5-year fixed pricing contract. For this reason, we can not guarantee a fixed price. At the moment, the contract remains inactive. Should the merchant choose to renew the contract, it will be with the understanding that pricing is subject to change.

  
  We remain committed to providing the merchant with all the support and resources that 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.

  
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company led me to believe that their POS would be more cost effective and easier than my past POS. They charged me for products that I cannot set up myself. It needs an hour long weiner training without a person to ask questions. It changes monthly for software that I have no idea how to use. The representatives all were sly talking, interrupted, and spoke over me. I was charged $260 for equipment and software I have not even figured out how to use. I received am email stating my free 14 day trial, offer was over, before my equipment even arrived. When I said I wanted to cancel and return the equipment, I was told I couldn't, and would be charged an early termination fee, for something I never had set up.

  Business response

  02/17/2022

  Dear BBB, With regards to the complaint posted by ********, concerning a twelve month contract signed on January 28, 2022, our account executive and contract clearly indicated a paid service for an annual duration beginning on the signing date. For training, since the same day as signing, Lightspeed reached out to the customer to begin the onboarding process. In total, our onboarding team called three times. We know customers can get lost without the proper guidance and resources to get them live. In this case, unfortunately, the customer didnt initiate or complete any of the onboarding process, only on the third attempt, February 16, requesting a cancelation with our onboarding team. From the sales side, the account executive, had spoken with the customer twice since signing, the last occasion on February 10 where the customer disconnected the call. At this point, the customer requested to speak with a manager who was CCD on further discussions. On several occasions the sales team asked for a clarification on the issue and how they could help. The manager offered to schedule a call. Unfortunately, after further discussions with the customer it was understood that the customer no longer wished to use ******************** finding it too complex. As the customer has not worked with our onboarding team and signed an annual agreement with our policies clearly written, we are unable to cancel any portion of the contract, without penalty.Lightspeed prides itself on providing a solution for customers that are a fit for us. We expect business owners to know their business best and if specific requirements are necessary to let us know. We remain committed to all our customers with the support and resources they need to make the most out of their Lightspeed experience. Should ******** wish to begin the onboarding process, wed be happy to provide the necessary resources moving forward. Thank you, BBB. Tell us why here...

  Customer response

  02/17/2022

  I signed things under false pretense, and want my contract terminated with no fees. I also want to return the products that I never was able to use due to your standards and set up. All your fancy words do nothing for anyone. It is just a sly, under handed way, around stealing from a small business owner, who cannot afford to be swindled for no services. This is in no way an acceptable response.
  Sincerely,
  *****************************
  

  Business response

  03/03/2022

  Dear ********, the hardware can be returned as long as in original packaging. We would be happy to discuss this further, a Customer Success Manager will be reaching out shortly. Thank you. Tell us why here...

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  lightspeed has failed to answer my emails or provide support over the phone. I keep getting charged for a service I dont use or isnt even set up for me to use. I plan to initiated chargebacks against them for most charges within 60 days but there are some beyond 60 days. I demand credit for all charges for failure to provide services as needed. and disrespecting me by ignoring my requests for support by email beyond reasonable time from (over a week). Account manager should be disciplined or dismissed

  Business response

  12/24/2021

  Dear Better Business Bureau,
  
  With regards to the complaint posted by Silver **************, Lightspeed has been in contact multiple times about their concerns and inquiries since signing with us on a 12 month term monthly subscription on Oct 7th 2021.
  
  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.
  
  Please see a detailed descriptions of Lightspeed and Silver ************** interactions below:

  Contract details
  
  *********** ********** ** *******   ** ******* *************  *** *** ***** ******** ******* *** *** *** ******* ********** ******* *** ** ******* ** ******* ****** *** *** ********** ** *** ****** * ****** **** **** ****** *** *** *********** **** ****** ** **  *** *** ******* ******* *** ** **** *** **** *** ******** *** *** ******** ********* *** *** ** ********* ******* *** **** *** *** ******** ******** ***** *** *** *********** *** ** ***** *** ******* ** ****** ** **** ********** *** *** **** ***** *** **** ******* ****** *** ******* ****** ******* **** **** ***** *** ********* ** *********** ******* ****** ** ******* **** **** *** **** ********** ********* ** *** **** ****** *** *** ****** ** ******** ****** ****** **** ***** *** *****  ** ******** ***** ** *** **** *** ***** ***** ****** **** *** ******** ****** ** *** ****** ** ***** *** ******* **** ***** ********** ******** ** *** ********* ** *** ****** **** ********* ********** **** ** ****** ** ***** ** ** ****** **** ******* ** *** ***** *************** ***** ** * ****** ** *** *************  ** ***** ************** ************  *** *** ***** ****** ***** ******** ******* *** ** ******** *** ****** **** *** ******* ******* *** **** *** **** *** **** ******* ***** ** ***** *** * ********** **** *** ****** **** ********** **********   ***** ** * ****** ** *** ******** ******** *********  ** ******** ************* *** **** ***** **** ************ ***** *** ***** ***** ****** ******** *** ***** ***** ********** *********** ******* *** * ******** ***** ***** ****** *** *** ** **** ******* ***** **** **** ******** **** ******* *** **** **** *** *********** **** **** ********** *********** ******* *** **** ********* ***** ********** *********** ******* *** ** ******** ***** ****** ********* ******* ************* ** *** *** *** ***** *****  ********* *** *** ***** ***** ********** *********** ******* *** * ********** ****** ******** ***************** ********* *** *** ******** *** *** ********** **** ******* ** *** ********* ** **** ***** ****** *** ******** **** ******* ***** ****** ** **** *********** ********** ****** **** ********
  
  4. Lightspeed Contracts
  
  Please note that Lightspeed offers both annual contracts and monthly subscriptions. Annual contracts offer discounted pricing with the commitment to 12 months of service, and are non refundable or cancelable. Monthly contracts may be cancelled with written notice in advance of the next billing period. We provide both monthly and annual customers with training, support, and ***************** Silver ************** committed to 12 month term monthly subscriptions.

  Customer response

  01/24/2022

  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 business did not attempt to contact me on anyof those dates shown below. The account manager never responded to my emails. 
  

  
  

   

   

   

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

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

  Business response

  02/04/2022

  Hello ******,
  
  Thank you very much for your candid answer. I want you to know that I take this feedback seriously and will be giving it back to my team. We constantly want to improve and it is moments like these that give us the opportunity to. If you would be so kind as to provide me with any details that can help me guide you in the correct direction, I would love to see how I can be of assistance.
  
  Should you need to further explain, I am here to listen to you. Thank you again for your efforts.
  
  Kind Regards,
  
  *****

• 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.

*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. ↩