Complaints

This profile includes complaints for ShopKeep.com Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ShopKeep.com Inc.

  460 Park Avenue South Floor.7 New York, NY 10016-7559

• 

  ShopKeep.com Inc.

  55 Broad St Fl 9 New York, NY 10004-2501

• 

  ShopKeep.com Inc.

  143 Varick St Fl 2 New York, NY 10013-1106

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:05/07/2024

  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.

  Shopkeep promised 100% merchant service uptime and 24 7 live service and tech support to ensure my business stayed open and efficient guaranteed. They have charged me $200 a month foe this guarantee for 52 months and now that I need the guarantee they have failed to uphold the agreement made by the agent who signed me up. They since have sold the company and the new owners didn't keep records of agreements made and is now removing all the functionality that I was paying for while causes losses and business interruptions. They refuse to help me get my business back online without spending more money.

  Business Response

  Date: 05/22/2024

  Hello ****** 
  
  After reviewing your complaint and your Lightspeed ******** account, klousmarketingllc, we see that you recently worked with Support to troubleshoot your Card reader and ability to run Card transactions.
  On April 26th,  we can see that you spoke with ***** about switching to our new flat rate processing but had some issues with your current processing at the time.  We understand that your rates had recently increased due to not switching to the new flat rate processing. From the case notes, it appears ***** did explain that we would be unable to refund the difference between your old rate and the increase but that we could cover one month of your Point of Sale subscription. Due to the Credit ($204.60) being more than the total difference in processing increase ($76.42), you accepted the one-month credit which took care of the billing on April 30th, 2024. As to the processing switch so you could have lower rates again, we see that you scheduled a set-up session with ***** for April 29th, 2024 but it appears that we were unable to get in touch with you.
  
  Next, we see that you contacted ******** Support to troubleshoot your Clover Go on May 4th. This issue was related to an iOS update from Apple that would disallow the Clover Go from working on Apple products. Unfortunately, these updates come solely from Apple and we are unable to control how or when they are released. However with the new Flat rate processing you spoke with ***** about, this issue would be resolved since it would use a different card reader. We see that four of these new card readers, along with printers and stands were sent to you on 3/4/2024 at no cost in preparation for switching your processing. This would normally be a value of $2,050.00.
  I do see that on May 10th, you were able to get in contact with ******** care and get that switched and have been running transactions every day since then.
  Some of your other points are addressed below.
  
  -While I understand you feel that you were promised 100% **************** uptime, however, no company can reliably promise 100% uptime as there are many factors in and out of our control that can impact this such as App or iPad updates, Internet, issues with the processing platform, etc.
  
  -24/7 support was a feature and something we did offer, but recently we had to reduce those hours due to business needs. However they are still available for you via chat from the Backoffice 7 days a week from 8AM-11PM Eastern time, via phone at ************ Monday through Friday from 8AM-11PM Eastern time, or you can send our support team an email to ********************************** and they should reply back to you within 1-2 days but it is normally much sooner.
  -For your Agreements, I believe that ***** sent you your original processing application and agreement that you used and signed up for back when you started using Lightspeed ******** (Shopkeep). We also have your original signed one-year contract for your point of sale which you can request from **********************************
  
  -While we value your feedback and understand your frustration about your rates, the processing uptime, and customer service hours, we will not be able to refund you the entire amount you have billed for your subscription over the last four and a half years. If you would like more information, you can review our Billing Policy and Merchant User License Agreement at **********************************************************

• Initial Complaint

  Date:12/15/2023

  Type:Service or Repair 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.

  Shopkeep has forced customers to resign contracts to switch to a new inferior credit processing system. We were falsely told new system would be faster. New system I believe is way cheaper, and intentionally bad. We have had for one week and already have major issues with disconnecting etc. Again, this is proprietary equipment which you dont have a choice if you are in an existing contract. Have heard the same complaint from multiple businesses facing the same issue.

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair 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.

  I've been using the same printer and thermal paper for years. My first printer lasted for years. The last two printers are lasting only for weeks. I believe I'm getting refurbished printers when I paid for a new printer. I've done all the troubleshooting tricks several times. Now the representatives are saying it's the paper I'm using, which is the same I've used for years. Now I'm stuck with a printer that is supposed to be new but isn't working. Shopkeep's resolve is for me to spend more $ on THEIR paper. I stated that if they sent me a complimentary roll, I'll try to see if that works as I really don't believe that's the issue but they refuse to even try that. I even said if THEIR paper works then I'd buy some but again, they are refusing that and won't allow me to speak with a supervisor. They said supervisors aren't at work. Really?

  Business Response

  Date: 12/05/2022

  Dear Better Business Bureau,
  
  With regards to the complaint posted by *************************** (***************, Lightspeed has been in contact with ************** since the time of the initial complaint filed on 11/29/2022. We understand that on Friday 12/2/22 ******'s Customer Success Manager was able to make contact and address the concerns mentioned above regarding this issue with receipt paper.  
  
  While we do believe that this concern has been addressed, please let us know if there are any other questions regarding this request, but we do feel that this should resolve all concerns raised in this complaint.
  
  
  Thank you,
  
  ********** ********
  Customer Success Team
  

  Customer Answer

  Date: 12/05/2022

  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

  Date:11/28/2022

  Type:Order 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.

  Ive been using Shopkeep since spring, 2020 at which time there was a 12 month contract signed, even though they advertise they dont use contracts. Due to the regular need to invest in additional hardware and the fact that it didnt work for business any more, we switched to a different POS system. Shopkeep refused to cancel upon my request, and stated that my contract auto renewed so Id have to pay $200/month for 7 more months. They reversed this when I said theres no legal way to auto renew a contract without permission. As soon as they canceled my service, however, I lost 3 years worth of sales data, that I have paid for through that entire time. I should still be able to see my data by logging into my shopkeep account. It says on the screen that if I want my data I have to resubscribe. Id like access to my data, which I believe is mine. This is a predatory business practice.

  Business Response

  Date: 11/29/2022

  Dear Better Business Bureau,
  
  With regards to the complaint posted by ***************************** (**********************). ********** has been in contact multiple times about their concerns and inquiries since requesting an account termination with us on 11/14/2022. At the time of this request, the ********** ******** account ********************** was subject to the terms of a monthly annual contract until May 2023. Please see attached document. 
  
  Please note that ********** 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 ***************** ********************** committed to this Annual contracted subscription.
  
  
  We remain committed to providing our merchants with all the support and resources they need to make the most out of their ********** experience and move past any current setbacks that they feel are preventing them from successfully using **********. After our Customer Success Manager connected with ****, it was outlined that this agreement does require notice for non-renewal 14 days prior to the annual contract date. However, an exception was allowed to allow this location to close on 11/21/2022 with no additional fees. This location is now closed and will not be billed moving forward.
  
  
  As of yesterday 11/28/22 at 11:48 AM, we have also sent followup communication via our Termination request case with the Subject "********************** Termination Request" (Case# ********). In this email, we informed **** that a report containing all historical reporting has been sent to the Business Owner Email on file. 
  
  Please let us know if there are any other questions regarding this request, but we do feel that this should resolve all concerns raised in this complaint. 
  
  
  Thank you, 
  ********** ******** 
  Customer Success Team

• Initial Complaint

  Date:11/03/2022

  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.

  We are a retail liquor store dealing with out POS system provider, Lightspeed, formally Shopkeep. We have been on the phone with them regarding faulty credit card readers for almost 3 weeks on and off. We have purchased 4 new readers at $300 a piece, and all 4 have been faulty in that not every functions work on them. I've had to shut down a register for cash only and now my customers are complaining about how long it takes to make a transaction go through. Lightspeed is telling us that WE have to send in a video of the broken credit card readers because they dont believe that their products could be broken that many times in a row. I pay fees to ensure this type of thing doesnt happen, then when we need customer service they tell us we have to fix the problem ourselves. We have literally spent hours, apprxo 10hr in 2 weeks during business hours, to get new readers. After the tech *************** up on us today, Im not filing this complaint and have called our buisness attorneys as well. All we want is working credit card readers and they will not comply or listen. There is no phone number to call within there business to make complaints and we have asked at least 100 times to speak to a supervisor, or head of, or anyone besides the call person and NOTHING HAS EVER HAPPENED. This is taking a hit on my small town business, for example, there is another liquor store 5 blocks down and people would rather go there then ours because of this mess. Please help, Please advise, We are tired of this. Thank You

  Business Response

  Date: 11/09/2022

  Dear Better Business Bureau,

  Our representative has been in communication with **** and **** the past few days to further address this matter. Our case history suggests that ************* was unable to send any further replacements as the hardware purchases on file were all out of warranty. It seems that replacements of the same model were also not functioning properly even though all settings were aligned with supporting their requested needs. Some additional troubleshooting may be required.

  As outlined by ****, the particular hardware model was not working for them. We offered an alternative Card Reader, however, it was found that it is not compatible with their current set up and settings. After some further discussion, it was found that there were no other compatible options, so we agreed upon sending a brand new card reader.

  The card reader has been shipped out and was free of charge. Our representative has time scheduled out to continue assisting **** and **** once the new hardware has arrived. Otherwise, there should be no further action required. If there is anything that we missed, please let us know so that we can address and resolve all matters within a timely manner. Thank you!

  Best Regards,
  - Lightspeed S-Series Team -