ComplaintsforUpserve

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weve spent several months dealing with issues that were never resolved, and now that we are cancelling services they are trying to charge an early termination fee. They have failed us on every level from uptime, to general support, to thousands of $$ in lost revenue, and incompetence. Even our attempt at talking with someone in support has taken multiple weeks. Support at Lightspeed continually redirected us to an Upserve auto attendant stuck in a loop or to an individual's phone with a full VM. Problems began when a new POS platform was forced on us. .

  

  Business response

  03/21/2023

  Mr *********,

   

  Good afternoon. I am sorry to hear that you have been dissatisfied with Upserve by Lightspeed. In reviewing our communication and outreach, I see that we have not been able to get in touch with you. Most recently, an email was sent to you on March 15th, offering to continue to work with you and your team through any struggles you are having. As of now, we have not had a response from you. I do want to confirm that we have not assessed any early termination fees to your account. No termination fees will be assessed while you remain in contract and working with us to solve any challenges you may be having. Our 24/7 support remains available both by chat and phone, and we confirmed that while there may be an occasional wait, all calls and chats are handled. 

   

  Thank you,

  Upserve Success 

  Customer response

  03/22/2023

  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 ************************************** and I have found it impossible to get a hold of our account rep. **** tried your online chat at 7:22 am (CST) and here is what they said: "I am sorry but that is not a request I can fulfill. I can take your best phone number and email and share it with them with a brief description of what you're inquiring about. But we do not have account information posted for any merchant."
  
  You have violated every part of your service level agreement. **************** that won't answer or hour waits (on chat) during times we need you the most. Disruptions to service. The list goes on and one. With our new point of sale, we've had zero issues, great support and responsiveness. You need to just give up and move on. My next step is conciliation court just so we can get you to fly out here and make all these issues public. I've run an software as a service busienss and you really need to check yourself for poor service and support.
  
  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

  03/24/2023

  ****,

  Good afternoon. I am sorry that my previous response did not meet your needs. As I mentioned, we reached out directly to you on March 15th by email. That email is the best way to communicate with our team as we try to work with you to overcome any challenges you may incur. 

   

  I reviewed the case you mentioned from yesterday. In it, i see that you were asking for direct contact information for a member of our team. This is not something that our Support team can provide, other than continuing to direct you to work with the support team either through email or with our 24/7 support team. In the case, I did not see any mention or request for technical support. If you can reach out to them or to the email you have been sent, our team is here to assist as much as possible.

  Thank you,

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

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a restaurant where we have Upserve for multiple years. First thing I'm going to mention is the fact that trying to get support in hardware or billing is nearly impossible.I have emails regarding my account manager *********************** who is apparently the only person who can make changes to my account where he throws me around the circle. First i call support, then they forward me to my account manager *****. He says he can help me with my issue. Then weeks later he doesn't reply or respond back to me. He literally lied multiple times on my issue. Then ***** tells me to call support. No help.Then support tells forwards me to ****** voicemail because he NEVER picks up his phone. then here i am left playing the email game with him and he doesn't get back to me. So this is the situation. I had a hardware issue where my Ipads were not working, so then they sent out 2 replacements. i emailed them on setting them up. Never got an email. So i never set them up.Then they charged me for not sending back my Un-returned Hardware which they never sent me instructions on how to send it back or what to include AND no shipping label.How can they charge me for un returned hardware when they never sent me instructions or a label to send back?They are literally stealing from me. I have emails where ***** told me he could help **** even got him on the phone ONE TIME and he said it would take 10 min for him to retrieve a label for me and that i would get a refund once i returned the hardware. I just want to return my hardware and get my refund that was promised.

  

  Business response

  02/21/2023

  Good afternoon,

   

  I apologize that you had a hard time getting in contact with the Upserve by Lightspeed team. I know that can be frustrating. In reviewing your complaint, I see that you were charged for unreturned hardware. I checked our notes and see that the label had been previously sent on October 17th. I apologize if it did not make it directly to you. I have requested this label again and will have it sent to you today. Upon receipt of the hardware, we will issue you a refund for the hardware. I hope this meets your needs and look forward to working with you in the future.

  Thank you,

  Upserve

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened a small restaurant, Upserve claimed to be the best on the market in customer service. I was given an agent. That agent said in the first 90 days if the system wasnt working out return it and contract would be canceled. I never received the help i requested. They are in east coast time zone. Im in pacific time zone. I call constantly for help but they are at lunch for 3 hrs or the are already closed. My agent continuely talks in circles but wont ever help me resolve the issues and correct my menu. They keep total control of the *** and my agen starts talking s*** to me and stops answering my calls.I request a cancelation the first month, no response. I request multiple times after for the next 5 weeks. Ignored. Now they are sending me to collections for $23,887.39**I lost business and took damages due to Upserves actions and removed their system after the first 2 weeks of trying. I believe upserve to be a fake buisness ment to con and trap people in a contract. They provided nothing and encourage you to breach the contract. They are criminals and need to be brought to justice. Do not use upserve, its a scam. These snakes are evil and dishonest!I have dozens of emails to support this. BBB please reach out so i may forward them.

  

  Business response

  02/28/2023

  Good afternoon,

  I'm sorry to hear that you chose to part ways with Upserve. Upserve prides itself on helping our customers run their restaurants as smoothly as possible. Upon review I see that you requested on multiple occasions to close out your agreement with Upserve. In doing so, we did assess the cancellation clause. We would be happy to work with you to get the system back up and running and to a place that best fits your needs. If you choose to do that, we can reverse the cancellation fee that was assessed. 

  Customer response

  03/01/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  Alexander

   

   

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09/5/22 Approx $500 A working point of sale system Upserve has failed to provide us with a working point of sale system They have not tried to resolve the problem Merchant ID ***************

  UPSERVE/LIGHTSPEED HQ sold us a point of sale system that doesn't work.
  
  There sales person promised us that the system would be customized to our restaurants needs.
  
  Its important to mention that the salesperson was easily reachable and responsive to telephone calls and emails.
  
  We entered the relationship whole heartedly putting our best foot forward only to be blind sighted. 
  
  We have wasted thousands of dollars and precious time going in circles with UPSERVE/LIGHTSPEED HQ.
  
  The Hardware technician* who was suppose to complete a simple task* that is for a POS specific hardware technician*  by assigning a name to the printer on the back end so the terminal would recognize the printer.  It took him many attempts * several day and numerous telephone calls. 
  
  The Menu Builder * Annabel * had difficulty adding basic modifier;  add basic toppings to a pie of pizza* remove toppings from specialty pies* adding and removing items from salads* pastas* platters and etc* small things that help generate revenue and insure customer satisfaction.  She claims she completed did tasks however she forgot to force the changes .
  
   We asked that she rename buttons (Pickup* to-go* dine-in *delivery) so we can simply create tickets* schedule orders and communicate with our cook.  She has been unable to complete this take.
  
   When we requested a different menu support technician they said they would provide one only to be referred back to the same technician.
  
  UPSERVE/LIGHTSPEED HQ technicians are impossible to get a hold of via telephone* you need to schedule via their scheduling system* the times they are available are inconvenient to restaurants* convenient to their staff only.
  
  we emailed management requesting a call back only to receive email replies with no name only to be signed cheers*  all the best and the like.
    
  
  How can a brick and mortar restaurant* that operates in real time* dealing with real people* overhead* staff members that bust their buns working around the clock striving for customer satisfaction feel confident when dealing with company that is nearly impossible to reach. 
  
  We are asking UPSERVE/LIGHTSPEED HQ to wave the $14K Plus In Early Termination fees which is Predominately Projected Credit Card Processing Fees.

  

  Business response

  01/05/2023

  Good evening,

  I'm sorry to hear that you're frustrated with Upserve. Our goal is to always assist and make sure you have a system that works well for you and your business. Upon review of your cases, I see that each one has been resolved. If you can reach back out to our 24/7 support team by either chat or phone, they would be more than happy to resolve any issues you may be having. If there are outstanding issues, they can escalate to the appropriate internal teams to get fully resolved.

  Thank you,

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

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the Upserve POS solution for our restaurant in April 2021. The initial implementation wasn't as "complete" as the sales team stated it would be but I have a technical background so we were able to get up and functional. I have attached the "Support Log" I started using as the customer support was horrible and we had to document every discussion or the support team just claims they have no record of your case. Keep in mind that even this support log doesn't have all communications on each issue as it's impossible to document everything when trying to get support takes hours out of your day every time you have an issue. As you can see from the log, even once you get a support case opened, it takes numerous attempts to even get a response. On a number of the issues, they have basically stopped responding at all. I have one issue where you can't run a critical revenue report for a time span over 90 days or it errors out. I reported this almost a year ago and their response was to run my reports in smaller increments. How can anyone run a business with this level of product functionality and this kind of company behind their product. In April of 2022, I spoke with Upserve Support about setting up a spare/fallback printer in the kitchen so if one of the other printers go down, the fallback with takeover while the non-working printer can be addressed. They told me that I could purchase an additional kitchen printer and configure the system a specific way, it would function in this way. So, I purchased the additional printer from Upserve and spent 6 hours on the phone with support attempting to get it working. They were never able to get it to work and they have since changed the documentation so this functionality is no longer listed.With all of the issues, I was willing to give Upserve a chance if they could give me some assurance that things would get better. I have tried over 15 times to get to someone in senior management (Director, VP, C-suite) but the support or sales staff refuse to provide me with a contact and they will not even forward my concerns to someone in senior management.In summary - it's next to impossible to run a restaurant with this level of service and support. The way Upserve support their customers in next to insanity.

  Customer response

  12/26/2022

  I have not heard from the business in response to my complaint. I have reached out multiple times since the complaint to the BBB and Upserve refuses to even respond to me. If you call the only phone number they have published, you have two options. One is to the sales department and those calls go to a message that states that the mailbox is not set up and if you select two for support, you are pushed to the web chat function. There is an "emergency" option that will go to a live agent sometimes but they will not transfer you to anyone. They will only take a message and state they will have someone call you - unfortunately, no one ever does. This company has proven that they simply don't care about their customers at all. 

  

  Business response

  01/05/2023

  Good evening,

  I know that there are times when the typical people you have the chance to speak with does not meet your immediate needs. However, with our most recent interactions, we have showed that support, success and sales can provide you the information needed. Through providing the information on your terminals, what needs to be updated as well as extending the offer to resolve open issues, we have shown our desire and ability to assist you. In addition to our front line team from support and Customer Success, we have also had 3 different managers reach out to assist. 

  If you would like to work with a member of our management team, we can schedule a call with one of our managers.

  Thank you,

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

  Customer response

  01/05/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  I am almost speechless after reading this response. I have explained in detail many, many times to the support and customer success folks that our issues are the overall inability to get any service or support in any reasonable fashion and that I need to speak with a senior management staff member (C-Suite or VP level) to detail our experience with them over the past 18 months and to see if we can get any assurances that they have plans in place to make things better. They have, in writing completely refused to make this happen and our customer success manager refuses to tell me who she reports to. You cant call anyone on the phone other than the main number where you can go to the sales email box (which hasnt been set-up) or you can try and go to support (but only for emergencies) and after ***** minutes on-hold you may get to a live person who will then not transfer you to anyone.
  In the response, they state they have had 3 managers reach out to me to assist. This is an absolute fabrication. I did receive an email from one of the customer success managers asking me what they could do to help.I explained I needed a meeting with one of the senior management team and they flat out rejected it.
  So, at this point, I dont know what to do other than take legal action and get out of our contract and find a POS vendor that cares about their customers.
  
  Regards,

  *******

   

   

  

  Business response

  09/11/2023

  Good afternoon,

  Since the message was sent earlier this year, we have been fortunate enough to connect with **** and get him to a much better place. Through direct communication and offeres to assist, it's Lightspeed's understanding that this matter has been resolved. 

  Customer response

  09/12/2023

  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 did finally speak with a "manager" at Upserve/Lightspeed and it's unfortunate that it took making multiple complaints with the BBB and others to even get them to respond. The conversation we had was no relief from the pain that it causes to even report a support incident. Basically, they stated that the way you obtain service from them is the way it is, and it's not going to change. You can't get to anyone other than Tier 1 Support on the phone. If you want to speak with your "Customer Success Manager" or whatever they are calling them, you have to leave a message and wait for a call back that never comes. If you elevate to "Advance Support" - you will not receive a call back. I have issues that have been open for close to 2 years and I get no response when attempting to get a status. Overall, we are just "living with" the system the way it is. We had planned on adding several modules (on-line ordering etc.) but we simply can't risk it with the level of service and support you get from them. It is by far the worst support/customer service group I have ever worked with in my life.

  
  Regards,

  *******

   

   

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company is literally not responding! I have been billed for over $1600 and my install is not even complete. I am not open for business and was assured by numerous employees that I would not be billed until my go live date. I was forced to begin the install early because of "install delay probabilities" knowing I did not have a solidified date for opening. I told my rep ****** about my concerns and he was supposed to be looking into it and disappeared YET AGAIN. I have no log in info, though not needed, I have nobody calling me back as per my chat request, ******** request, instagram request, and calling customer support request. I was told the only fees I would ever incur would be my monthly rate a few days prior to install yet I was hit with over 1k in licensing fees plus 2 months of my monthly subscription. I AM NOT OPEN YET AND THE INSTALL ISNT EVEN COMPLETE!!! This is literally my last resort for resolution. I am at least a month or 2 from opening and cannot afford to be charged the monthly costs as of yet. I need a manager or VP to call me as soon as possible to rectify this. ************. This is for ****************

  

  Business response

  12/05/2022

  ***,

  We're very sorry to hear that this experience has not been what you expected. In reviewing with our leadership team, I confirmed that you have a call set up with the Director of implementation on Wednesday, December 7th. During that call, he will review the situation with you and present options to move forward.
  
  Thank you,
  *****************************
  Manager of Customer Engagement and Success, ******************** 

  Customer response

  12/06/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July I received an overdraft notice from my bank because Upserve attempted to do a ACH withdraw for I$13406.79. They attempted this transaction with out ever contacting me. They claim the reason for this charge was that I terminated my account early.. The problem is I never activated service with them. I have never received any equipment or software from them. They never made up any menus or provided any consultation services. In July of 2020 we were attempting to get a loan so we could finish renovations on a historic home we were hoping to turn into a B&B with a cafe and was writing a Business Plan. and needed to determine start up and operating cost. I contacted Upserve during that process to find out POS costs. During that call the customer service rep told me about a promotion they were offering to help build their base in light of Covid. I told him that due to shortages and costs increases in material as well as potential covid regulations I did not know when or if we would open. He told me they understand that and had no intent to take money from companies that could not open. To date we are still not open. The customer service rep stayed in touch aver 3-4 months up to October of 2021. He was supposed to reach out again after the holidays but never did. After the attempted withdraw I tried to tried several ways to contact their billing **** but could not. I was finally able to find a live chat and was told that their billing department would both email and call the next day but they never did . A month later I was contacted by a collection agency. Who provided me with a invoice and an alleged contract that I have never seen before or signed. I had an attorney try to send a letter to Upserve to state our position the letter was returned because forwarding service was discontinued.and the collection agency would not provide a current address. I have attached a full account of the this as well as the docs provided by collection agency

  

  Business response

  11/16/2022

  Good evening,

  I'm sorry for any confusion. Upon review, I see that you did sign your Upserve agreement in July of 2020. While we undersand that Covid was very difficult for a lot of folks, with restaurants being hit especially hard, we closed your account and charged the associated early termination fees after multiple attempts to reengage.  I have included the dates and details below for clarity. Should you choose to reengage and use Upserve as your point of sale and credit card processor, we would happily refund the charges assessed. 

   

  11/22 HS - sent another email to re-engage  - No response from customer 

  11/5 HS - sent another email to re-engage- No response from customer 
  
  10/21 HS - sent email to re-engage - No response from customer 
  
  9/3 HS - sent email to check in - No response from customer 
  
  4/5 HS - customer advised they are most likely going to be opening in August. Scheduled another Check in
  
  2/22 HS - spoke to merchant for another check in call, didnt have too much of an update but advised he's still shooting for ***** scheduled another Check in for early April.
  
  1/14 HS - spoke to merchant today who advised their timeline is being adjusted due to Construction. scheduled check in call for mid/late february upon customer's request.
  
  1/4 HS - called out to merchant to check in as scheduled, no asnwer, left VM and sent email with calendar link
  
  8/**** -Initial Kick off call held

  Customer response

  11/25/2022

  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 do not want to state that I totally reject their offer to settle.  My difficulty is that I have very deep concerns about how they have conducted themselves and I have lost faith in the integrity of their business practices. I have attached a response letter to them with some conditions that would need to be met in order for me to accept their offer.  I apologize that the letter in lengthy.  However, it was necessary in order that they would understand why I have doubts and why I must insist on those conditions.  I can only request that they would read my letter and take into account my concerns.
  

  
  Regards,

  ******

   

   

  

  Business response

  12/12/2022

  Dear **************,

  We regret that our offer to work together did not meet your needs. As we've stated, we will happily pull the request from the collections agency if you would like to begin working with our implementation team. 

  The challenge and the reason the account was off-boarded in line with the agreement was that we did not hear from you from April until July, when we reached out on 5 separate occasions without response. Without hearing from you, we proceeded with closing out the account. 

  We really are committed to working with you in the event you would like to consider using Upserve if you're open.

  Thank you,

  Heather 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am currently using a Point of Sale system provided by the company. I pay monthly for the service. I have been trying to inquire about ending my contract early. On October 11th I reached out to ***************************** who is my account manager about this. She told me I have submitted a case to my support team requesting the information you listed in your email. For reference the case # ******** would be available to you to quote if youd like to reach out to them directly through our support line/chat. Our support team handles and has the information that you are looking for, I unfortunately dont have access to with my role permissions. Yesterday I reached out to the support team and was told that only My account manager could give me this information. I asked to speak to a supervisor or anyone that could help me with this. I was put on and off hold for over and hour and a half. I just want to know what the penalty / Cost is for ending my service before the contract is up or how it works when my contract is up. (Returning the hardware, ect.)

  

  Business response

  10/19/2022

  Good morning,

   

  I am sorry that you've had difficulty obtaining this information. You will receive an email from our team today that shares the details for your remaining contract term.

  
  Thank you,

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

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This past year with Upserve has been an absolute nightmare. We have received absolutely ZERO customer service, have had to figure out major issues on our own, and were not trained properly on the system at all. When we finally get someone to chat with us, they will end the chat if they don't want to deal with us. Not one chat member seems to have any knowledge of the system. A POS system is one of the most integral components of a restaurant and can make or break everything - customer relations and satisfaction being the most important along with accurate reporting and accounting not to mention the functionality of the actual hardware and software. I cannot express how frustrating it has been to have the system go down, have the printers not print for no apparent reason (kitchen doesn't receive food orders, customers are not able to make credit card payments, etc) Every single system and company that we work with in our small family owned restaurant, are our PARTNERS. Upserve is not our partner and does not seem to care if their system works at all, if we are happy with them or if we succeed or not. Through being on hold for multiple hours multiple times, expressing frustration and not taking no for an answer, we were called back by *****, who said he was going to be our point of contact for our out of balance check issue after months of trying to get someone to take our issue seriously. He told us he would see it to the very end, and would not transfer us to anyone else until the issue was resolved. He sent us an email to open a point of contact thread. Auto response came back saying that no one is monitoring that email, and if I need customer support, I should chat. Absolutely infuriating. Further attempts to contact ***** have been met with "I can't do that, he's not available, we have opened another case for you, a manager will reach out at some point... Shockingly not one manager has in MONTHS of begging for help and hours and hours of time wasted.

  

  Business response

  01/04/2023

   

  ***,

  I appreciate you reaching out and sharing your frustrations. The last thing we want is for you to feel unheard and like you don't have anyone to speak with. A member of our leadership team will be reaching out to you this week to be sure you're able to share your experiences with us directly.

  Thank you,

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

  
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The customer service is awful. How does someone operate a business and need support immediately but you need to wait on hold for 3 hours before a rep can help on the line. I reached out via email and it took me to threathen to switch companies for any response. I am a small business that if Iam paying high fees for a service I deserve better service than provided. I want to go to a local service that is hands on assistance but upserve wants to charge ********* to cancel Because of termination of contract. I think this is ridiculous with time are already though for restaurants and then companies like these might be short staffed but so are we. Then your wait times for help is 3 hours. My business hours 5-9 and ****. Thats half I miss you night trying to fix an issue while trying to handle customers and manage my staff. How does that work? This a corporate company meant for large companies. Not small business like mine.

  

  Business response

  09/23/2022

  Good afternoon,

   

  We're very sorry to hear that you've been dissatisfied with our customer support in the past. While there have been moments where our support wait times are much longer than we like, we have been consistently holding support wait times to be no more than a few minutes. This is for both our phone and chat support. Upon review of your account, i do not see any cases since July, when wait times may have been a bit higher. For any support you have, I do recommend reaching out via chat first, as the wait time there is usually the shortest. Upserve support and Lightspeed are committed to a positive experience and apologize that you have not had that in the past.

  Thank you,

  Upserve Success

*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. ↩