ComplaintsforUpserve

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  we are small bistro in *************, our POS system comapany until march 10 was upserve lightspeed, we change the system with another company because of poor customer services of **********************, there is no one or no account manager to take care of your issue or problem .upserve support sent me an email on April 1, 2024 regarding my canellation request and case status was resolved, but they did not stop to charge my account monthly.this is what they withdraw from my account, even after cancelling my account.4/1/2024 $****** 5/1/2024 $****** 5/31/2024 $ ****** they are very good to give you the cases number telling you, they are going to take care of that with billing department.#******** #******** My bank PNC said they can not put a stop payment, i do not know why?please contact upserve lightspeed and ask them to stop charging me these fraudulent charges .

  Customer response

  06/16/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  06/17/2024

  Good evening,

  I am sorry to hear that you found your experience with Lightspeed challenging. Our goal is always to work with you to make our relationship a solid partnership. Upon reviewing your account, I see that we have been able to close everything out. You will not receive any further invoices from Upserve. I hope this helps ease some of the challenges you experienced.

  Thank you,

  Lightspeed 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Was with Breadcrumb, which then changed to Upserve, then to Lightspeed. After the Lightspeed change it was nearly impossible to ever get customer support with issues. If I called, there was always a wait. When I requested a call back that would happen hours later, and normally during our ************ hours. If I did the online chat I would be some number greater equal or greater than 7 in line and I didn't have the time to sit and wait on my computer watching a chat screen. In March of 2022, possibly earlier than this, they were announcing a new software rollout and my equipment was too old to update. I had reached out to Upserve about this and wasn't getting anywhere about what to do. I was told a field rep would be in contact and that did happen. It was said that CC transactions would not be guarenteed to process if the change wasn't made. Terrified, because I'm in the business of actually making money and processing sales, I started to look at other POS options even though I was still under contract with Upserve. I sent an email to Upserve regarding my issues and what steps I was needing to take to make sure I could continue to operate and a couple of days later I get an email back only acknowledging my complaint regarding my customer service times. Nothing was mentioned about my fear of not being able to process sales, or my outdated equipment. I made the jump to Toast in April of 2022 and put a stop payment on my account for **********************. Over a year later I'm now getting harassed by ******** saying that just bc I wasn't happy doesn't mean I can just leave and I need to pay the remaining balance of my contract time, $8K. I will say, that I actually miss the software. The back of house reporting was easy and clean. I found the overall platform intuitive. The business practices and lack of customer service made this platform unusable for my business.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a restaurant and started with Upserve in January 2023 on a 1 year contract. Within a matter of weeks I began having serious problems with their software. The biggest problem and the one that caused the most damage to my business was from their software switching the number of guest counts automatically due to a glitch. At my restaurant groups of 6 or more are automatically charged a 20% gratuity. Due to the glitch changing the guest counts this caused many of my customers to be charged a 20% gratuity in error. For example if there were only 4 customers at a table the Upserve software would change it to show 8 and the customer would be charged the gratuity. This resulted in many upset and angry customers, bad reviews, financial loss as I had customers tell me they wouldn't be returning, and damage to my reputation. The worst part is that they didnt resolve it quickly. It was at least 6 weeks if not longer before they fixed the glitch. I had reached out numerous times regarding this issue but they couldnt figure it out. I asked to be let out of my contract but they refused so I stuck with it until almost the end of October. I then sent an email on October 23, 2023 to ********************************** asking them to cancel my service and waive all early termination fees. They responded a day later asking for my account info which I sent back the same day. I got an email a day later from ***** trying to save my account. I responded the same day which was Oct 25 and got no response so I sent a follow up email on Oct 27 to her asking for my account to be cancelled and early termination fees waived. I finally got a response on Oct 30 saying she couldnt waive any early termination fees. I then requested to have her legal department reach out to me. She responded on Nov 3 that she would have them reach out but a week later I still have not heard from them. I was then billed today $278 despite my repeated request to have my account cancelled and fees waived.

  

  Business response

  11/26/2023

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

  First and foremost, I'm sorry that using Upserve by Lightspeed has not met your expectations. Our strive to do our best for each and every one of our customers. 

  Upon reviewing your account, I see that the challenges you faced have been resolved. I confirmed that there was regular communication with our support team from the time you initially alerted our team to the problem to time of resolution. As technical issues can be result from any number of issues, this troubleshooting with you and your team is vital to determine what is going and then ultimately resolving. In the notes, it states that this issue was resolved no later than April. 

  As your request to cancel is from October, we can close out your account at the end of your agreement, which occurs on January 8th of ****. We remain committed to helping you work with the system should you continue to use it. 

  Thank you

  Customer response

  11/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I upgraded to their new POS in July 2023 as mine was out of date. At the time they talked me into going with their credit card processing service. I have had many problems with them since, a few my previous card processor figured out for me. My main problem now is I can not access any statements for my credit card processing unless I go "PRO" and I have to speak to them to do it. I have no idea what this is or how to do it mostly because you can not reach them AT ALL. As I type this I had been on hold for 36 minutes and in line on the chat for almost an hour (I've been #2 in line for about 20 minutes). So a guy finally answered and while I was explaining to him what was going on we were disconnected. This happens way too often to be random. So I have no way to access my credit card account or to monitor what they are taking out of it. They are literally impossible to reach. I don't know what to do, this is making me crazy.

  

  Business response

  11/28/2023

  *******,

  I'm so sorry you have had a hard time getting in contact with our team. I will be sure that a member of our ****************** team reaches out to you by tomorrow morning to discuss how we can help.

  Thank you!

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been attempting to receive service and support for our U-Series POS & Inventory Systems. We cannot seem to get in contact with anyone. Including our account manager John who we last spoke to in May of 2023 and will not respond to our emails. Around July 30th 2023, a certified letter (addressed to address listed on BBB profile page) we sent them was returned "Non-Deliverable". I was able to eventually get an email from Jan a Customer Success Manager a month or so later at the end of August (See Below) and nothing since then. Yet they continue to bill us monthly for equipment that doesn't work. I have pages and pages of us begging them to fix it. They can't bother responding to emails so how can we have any faith they'll keep their word? Sorry for the summary. Been a lot. -----Original Message----- From: [email protected] On Behalf Of Upserve Support Sent: Thursday, August 24, 2023 5:55 AM To: B Stumpf Subject: RE: Lightspeed Customer Success Follow Up Hi ********, It is not my intention to disregard your case. Rest assured that I will closely monitor your case to find an amicable solution to your concern. After reviewing your previous emails, I can see that you have already made a decision to move on from our service. I am discussing with our Leadership if your Early termination fees can be negotiated. If you do not mind me asking, how are you willing to pay to buy out of your contract? If there is something I can offer to ensure we can address your concerns. Please let me know. I know you have tons of issues you have raised and I can try to address those for you one at a time to ensure we are able to resolve all those issues. About the swipers you have purchased online, I can see we had a gap in communication with you but I am not seeing any return hardware request not until July 2023. Is there any proof or an email you can share with us that you have asked to return the equipment? Best, Jan

  

  Business response

  11/29/2023

  ********,I'm very sorry that the service level you received did not meet your needs. I reviewed your account and do see that you have reached out about having certain issues addressed. However, the issues you reached out for are solvable. Between the support and success teams, i see that options were presented for resolution. Our team remains committed to working with you and finding a solution that best fits your needs. Given that the problems that have been brought to our attention are solvable, we are here to assist should you like us to. Are support team is availalbe via chat and phone 24/7. The agreement that is in place is for 36 months and expires in 2025. We're happy to discuss the terms of leaving early should you like to review.Thank you,******* 

  Customer response

  12/01/2023

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.  *******,We have been attempting to resolve these issues since March of this year. After several months without contact from Upserve, we have no interest in continuing any sort of relationship with your company. The time to resolve this past in June. Also, the issues with the iPads & CC Readers cannot be fixed. I have been through this with four other Upserve staff members and EVERY time they tell us they will get the situation taken care of  and we will hear back from them soon. Then they go on to not respond to our follow up calls/email requests for information as to the status of our case. NOTHING!We have no faith in Upserve or their ability to resolve this matter, or any matter frankly, in a timely or efficient manner. We have not received a response from our "Account Manager" John since May of 2023 and the last two individuals we spoke with, Jan and cannot remember the other, has not responded to our emails since August 2023! It took you over a month to respond to this BBB complaint. That was only after spending the previous 6 months begging you for help!I understand that you are not personally to blame nor could you have prevented this from happening. Please understand that my frustration is not with you. It is with the fact that we have been attempting since May to resolve these issues and instead of assisting us, we were ignored up until this point for the most part. We have taken our Upserve POS system off line because it wasn't functioning and we COULD NOT GET ANY TECH SUPPORT OR ASSISTANCE! In that time, we have reached out to communicate about our unhappiness and our desire to leave Upserve. The agreements and terms found within our Merchant Agreement have been grossly neglected by Upserve and have since switched to a POS system that works and we are able to get live Tech Support not only for our POS but also our inventory system. Neither of which we were ever able to receive from Upserve. As I mentioned in my previous calls, letters, fax, and emails, it is our belief that after meeting with the Account Representative and providing them with a list of specifications and requirements we required from a POS system, knowingly misrepresented the ability of both the Hardware & Software as well as the level of customer and technical support we would receive in order to get us to enter into the merchant agreement. We attempted to resolve this with Jan and were willing to work with Upserve on resolving this matter without fees or penalties but understood that things happen. However, this is the 4th time "Things Happen" with Upserve and not following through or up. So, that time has pasted. We have placed a block on our bank accounts and revoked your authorization back in September. We will no longer accept the $500 early termination fee and hereby request we be release forthwith from any and all merchant agreements. As, Upserve has failed to act in good faith to resolve this or any issue in a timely manner. This has been a serious and long standing issue that is past being "Solvable" ******** Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. FAQ Regards, ********    

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We signed a 36 month contract with Upserve 9/1/2021 to use them as our point of sale at our restaurant ********* St. It is has been a continual terrible experience since we started. Weekly there are issues with our point of sale that affect my business ability to succeed and my teams ability to perform their jobs efficiently and effectively. I reached out to Upserve July 5th to terminate my contract effective the end of August, 9/1/2023. In March, I began the process of looking into other point of sale options as we had been so frustrated with all the issues we were having with Upserve. Below are the issues we had with upserve in just one week in July:-Power outage 7/21; Was on hold withupserve support for over 2 hours and never received any help. My team was scrambling the entire night and next morning trying to sort through the chaos it entailed.-7/22; missed online sale. Patron arrived in store to pick up order they placed online (and had confirmation for) and showed up to grab order. We had other orders throughout the day with zero issues. Very unhappy person who had to wait for their order, kitchen had to scramble, front of house had to scramble. This happens 1-2x a week.-7/21-7/25 unable to use remaining handheld device. -7/21-7/25 unable to use credit cards on one of our four terminals. -7/26 online ordering turned off during lunch service. We did not turn off, was on at the start of our service. Large loss of sales. (This also happens frequently, is not the first time)We pay upserve $650 a month to use their point of sale. In canceling with them early (before our 36 month contract is up) they plan to charge me $31,122.31 (due to missed fees and credit card processing residuals)The initial contract I signed (5 pages long) has none of this language included that I am held accountable for the above. I will attach it below.

  

  Business response

  09/11/2023

  Good afternoon,

  Since the initial complaint was issued, we have had the opportunity to work together to come to an amicable solution. The account has been closed out and no further charges are to be incurred. 

  Thank you,
  Heather 

  Customer response

  09/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  07/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm reaching out because I inquired about a contract breakage with support and they stated we have to pay an absurd amount to leave. We recently came out of a pandemic where businesses are struggling to stay open and Upserve is going to charge me $34,000+ to stop using a system that isn't providing the tools we need to be successful... This is absolutely predatory to small business owners and unreasonable. Upon the expiration of my previous contract, I was called by a rep and threatened to have the system shut off on the spot if I did not sign. I was out of the country and was not going to leave my team hanging so as a result, I was obligated to sign. My team and I have contacted support on many occasions and they stated that these issues can not be fixed. Provided is a list of issues we are having and why they are costing us money: Handhelds are extremely slow and unreliable-- hence why I returned them. Not having handhelds has caused slower service, disgruntled customers who want to close out fast, and lost payments due to poor software functionality. We also spend countless hours a week manually inputting tips at the end of the night when they could be easily done on the spot with a handheld. The card readers do not support Apple Pay, which is a highly demanded payment method that we are not able to provide our customers due to your system. Our POS and reports have discrepancies nearly every day, making it very difficult to manage and track our sales. On top of all this, your company was acquired multiple times resulting in updates that have made the interface counterintuitive and faulty.I have reached out to C-Suite Executives via email and LinkedIn with no response, I would like to be contacted with a resolution.Please advise and let me know if you are able to do anything for us internally.

  

  Business response

  11/29/2023

  Good evening,

  I'm sorry to hear that you're looking to leave Upserve. We undestand that business is different than it was before and during tha pandemic, and we're here to help. We feel confident that the system can meet your needs. While I can understand your frustration over needing to sign your agreement quickly, I reviewed and see that our team tried to contact you 6 times over the 90 days prior to your renewal in an attempt to discuss your renewal with you. 

  For any open issues or concerns, we're able to assist. The table side devices do have the ability to take payments and orders on them. For any cards needing to be paid by apple pay, the *** readers associated with the stationary terminals can take those types of payments as well. Furthermore, the tablesides as well sa the stationary terminals can be used to enter tips. Between the tablesides and the stationary terminals, reconciling tips should not take more than a few minutes.  

  We remain committed to assisting you. Our support team is available 24/7 by phone and chat and can help with any open issues you may have. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting in April 2023, this nightmare of a situation began as soon as Lightspeed send the first shipment of their hardware. I began receiving unauthorized ACH withdraws from back billing all the way back through October 2022. The company charged over $5000 worth of billing for a service they never provided. As a result, our business account was overdrawn and resulted in at least an additional $500 in overdraft fees. Every day for the last 3 weeks I have tried to resolve this by chatting, emailing, and calling. Reading the other responses from customer complaints here that a phone number is available is a blatant lie. The phone number is an automated system that tells you to use the chat and hangs up on you. When you use the chat, the only answer I receive is either your account rep will contact you or you will get a call tomorrow. Sometimes the chat disconnects and you have to start from scratch with another agent explaining the situation from the beginning. More than TEN CHAT sessions later, one person called and left a voicemail and left no phone number. When you call the caller ID back, it goes to a dead voicemail box. Before signing up you are promised premium support and personalized care, but instead receive a massive bait and switch scheme. The most recent contact threatened me with cancellation fees that would be even more than what has already been fraudulently removed from my account. I am being forced to sign a new contract before they will refund money they incorrectly removed, this is illegal. When a new contract was finally sent, they added an additional $3000 in fees at the bottom of the contract without informing me of the change, likely hoping that I would not notice. I have emailed no less than ***** different people, when you finally get a response and send a reply, the contact goes dead too. When the account manager finally got back in the office, it takes at least 1-3 business days to get a single response, if at all.

  Customer response

  06/07/2023

  I have not heard from the business in response to my complaint. Over 6 days later I received an email from the person who was supposed to be our implementation specialist. It has been over 6 weeks now since the company originally fraudulently withdrew $6000+ from my business checking account. The company has now acknowledged that they will return the funds for a service that has never been provided AFTER I sign a new contract. Knowingly withholding funds for a service that has never been provided is by definition outright FRAUD. Someone in their back office provided what I can only guess are false documents to my banking institution, causing them to reverse what would have otherwise been rightfully disputed funds.  

  

  Business response

  11/29/2023

  Good evening,

  Since the time of this complaint, we have close out the account and issued a refund for the funds charged prior to the system being used. 

  Thank you!

• Initial Complaint

  05/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted upserve for a quote in 2021 for some pos systems and service and we had a zoom meeting regarding my needs and what I was looking for and their representative ensured me they could be the partner for the job. implementation came along and their systems were not adequate for our use and they were not able to help with my issues nor was their software able to be changed to accommodate for something as simple as a more detailed customer receipt. I requested to be released from the contract and upserve was asking for all 3 years paid for and predicted sales as well after I had only used them for approximately 2 weeks. I hired a lawyer to correspond with upserve and I stopped paying for their service and they still withdrew $12,000+ out of my account 8 months later and are still seeking $5,364. I was willing to eat the cost of the hardware and the months I had already paid them but the fact that they're trying to bill for unused services and "projected" sales, especially during the pandemic is grotesquely predatory.

  

  Business response

  11/29/2023

  Good evening,

  Upon review, I see that you signed up for Upserve and went through the implementation process in early 2022. Following February, I see that you were in contact to ask questions about cancellation. Between February 25th and March 20th, you were in contact with a team member, who offered to provide assistance and shared your agreements, upon your request. Unfortunately, it doesn't look like we heard from you following this, Upon not hearing from you and the account being past due, we cancelled the account, which did include termination fees. 

  We're more than happy to work with you again, If you choose to come back to Upserve, we can remove the perviously assessed termination fees. 

  Thank you

• Initial Complaint

  03/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a Point-of-Sale hardware, software, install and support for my restaurant from Upserve. This costs $400/month for four years. I took them at their word about what they would provide and some of that is not available. The install was not handled properly, so much so that I continue to have hardware issues. These issues cannot be resolved because their hardware sub-contractor does not come to my town. I have paid twice for two different pieces of hardware that neither one works on this day because of lack of knowledgeable person to install. Functionality that they verbally said would be available, is not available. All of this makes my existence and every shift at the restaurant nearly impossible because the *** is the heart of the restaurant. In addition, they only communicate through chat boxes and emails. I have the emails sent to me where they are only apologizing for that things happened the way they did, no real resolution. I have asked to be allowed to break my contract for cause and I get no response. I want out of the contract. I want them to come get their stuff or pay to have it shipped back to them and let me out of the contract without penalty.

  Customer response

  04/11/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  05/05/2023

  Good afternoon,

  First and foremost I'm sorry to hear that you do not feel like Upserve is meeting your needs. In reviewing your case history, I see that you had some unique challenges, specifically and most recently with our printers. In order to address this, we requested that our escalations team reach out to you directly to get this solved. On March 9th and 10th, our team reached out by phone and email but did not hear back from you. If you would like, we'd be happy to have this reviewed again and have the escalation team coordinate a time to connect.

  Customer response

  05/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have provided email proof that I have been in email communication with first ******** and then Jan in Customer Support the entire time from beginning of January this year all the way through March. At the beginning of ***** is when I decided they were OBVISOULY going to do nothing for me but continue to explain why they could do nothing to solve my problems. That's when I filed this complaint. I want my contract voided without financial penalty because they are in breach of doing the things they were supposed to supply to me, first and foremost is an active and helpful customer service.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  09/11/2023

  Good evening,

  While I understand your preference to cancel without any penalties, I want to make sure you're aware of any alternative options that might better suit your needs or provide a solution to the issues you're facing. I reviewed your account again and do not see any new cases for assistance since March. Our entire team is here to support you if you would like to have us assist you. This includes our support and success teams. 

*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. ↩