Lightspeed United Kingdom Avis 127

Hi
Well after a year of trawling, trialing , being stung and just simply frustrated. I found light speed! If your reading by this your probably thinking like I did about reviews it’s made up, well I can sssure you this is not. Did it come straight forward and hassle free …well frankly no. Nothing in life does. It here is the difference they worked very hard to ensure I was completely satisfied and made sure everything was right for me. And if you’re lucky enough to get Maddie doing your onboarding, well you will get what I mean. I highly recommend this business. The software and hardware is so easy to use.

Jason is really helpful, really good at explaining things and making sure that I understand and there's no issues with the system.

After trying to find a pos system for our business we decided upon lightspeed because it offered all the features we needed. We could not be happier with our new system, the way it was integrated into our business and the way the whole team at lightspeed helped us with the on boarding sessions to get familiar with the system. Our on boarding specialist Madalyn Scarborough went above and beyond, she was there to answer all our questions and made the transition to lightspeed an easy and stress free experience.

Booked to have light speed broadband and then a couple a days before installation an engineer turned up unannounced while I was at work so couldn't complete any checks. Installation guy turned up on planned day to say he couldn't fit it due to us having underground cables. I feel that this could have been avoided if they had done checks sooner at a designated time and also not ASSUMED that the work could be done. Tried sorting non installation out with office but no one would return our calls. Not impressed or happy with them at all !!!!!!

I would like to let you know how supportive Katie Cowell she is a real credit to your team, talks you through everything that is needed to be done, and quickly gets things actioned, nothing is ever to much trouble. so thank you once again.

Great training to get up and running in Lightspeed, it has made our sales process simpler in our shop

Myself (General Manager) along with the staff (users) are all completely thrilled with Lightspeed! The speed of response from your support teams, the usability of the software both back office and customer facing have proved to make everyones life so much more efficient.

On a more personal level I cannot praise Jason Mok highly enough. He has been exceptional in his support, and explanations of everything. His understanding of the Back Office is incredible and he has made ouir onboarding process so much smoother than I ever dreamt! Thank you Jason. Really - but I'm sure we'll speak again - I trust you!!!

very helpful throughout the process. Friendly and quick throughout

DO NOT CHANGE TO LIGHTSPEED!!!!!!

We moved from EPOSNOW to Lightspeed because we were told that the functionality and reporting was much better but let me tell you, this is a LIE! Do not be fooled. The functionality of the front end is so poor - there is sooo much it cannot do in the restaurant sector - I would urge you to go with EPOSNOW instead or someone else.
What’s worse is that they told me they would cancel our contract but still took £241 from me!!! When I raised this with them, they told me I would receive a refund and now a month on I have NO refund and they’ve just taken another £241!!! Nobody gets back to you and you just keep going round and round in circles. Akville has never once emailed me back - she is a terrible account manager.
Please do yourself a favour and STEER CLEAR OF THIS COMPANY!!

Great service engineer Darren very helpful and knowledgeable

Certainly! Here's a more concise version of the review:

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I had a great experience onboarding with Lightspeed, thanks to Daniel. He was knowledgeable, patient, and made sure I understood everything about the system. His assistance was invaluable. Highly recommend Lightspeed for their excellent customer service.

It was a great experience. Madalyn from the on-boarding team, actually made the process of setting up easy and simple.

After being with vend which was taken over from lightspeed for 7 years, we have been bullied in to using their merchant service, which is unreliable, slow and horrific to account for. Shame on you for treating you loyal customer base like this.
The transaction fee must be unlawful.
Also they wanted me to get my ISP to open ports and do this and that, My ISP tech support couldnt do the things they were asking. Complete waste of time and effort.
I never signed up for it and never sign any terms and conditions so how can you even doing this?
If your thinking of using vend for your epos system, look at the alternatives.

I concur with the various other 1-star reviews both on both the UK & global Lightspeed Trustpilot (Lightspeed HQ) accounts. I have experienced the same problems with incorrect billing, lies from staff, convoluted pricing plans (which can change without notice) and huge delays (many months) to get simple issues sorted.

When the platform is working it is okay, but way overpriced and (deliberately) lacking in features if you are on the basic plan and can't afford - like most small business - to fork out even more for the next tier.

I have been with Lightspeed (and Vend prior to the takeover) for the best part of a decade. The first few years with Vend were okay albeit they too were slow to sort issues, but nothing like it is now with Lightspeed.

Nightmare does not even begin to describe it. The customer service is SHOCKING and I have had numerous experiences of this. Most recently - which prompts me to finally write a review - they wrongly took nearly £700 from my account and after more than three weeks I still do not have it back, which caused incredible financial difficulty for my business making us almost default on a credit card bill if we hadn't borrowed emergency funds. The response has effectively been a shrug of the shoulders.

Please heed these negative reviews if you are debating whether to join Lightspeed. The glossy marketing masks an incredibly shoddy company. Once you have all your info, stats and inventory in Lightspeed, it's obviously very difficult to switch provider - which they know and prey upon.

Any further reply from Lightspeed below will be an almost robotic response, like those to other negative reviews. They mean nothing and do little to repair damage to the business and it's working relationship with the company. You would think they would try harder to keep customers.

If I was to properly complain, I know I would get nothing tangible in return for all my time wasted - no account credit, no compensation, no sincere apology. So it would be more time wasted.

Again, if you are reading the reviews with the aim of finding out which POS platform is right for you, please take heed and look elsewhere.

UPDATE:

After Lightspeed's reply here, another 2 weeks have passed, and I still do not have my money back. I have already been in touch with the account manager, both before and after my review and they have not been of any help and nothing has changed.
As stated in my review, the reply is just robotic. Parroting some 'heartfelt' and 'encouraging' words in response to a negative review without any action is just a tired trope that many companies use these days to try and convince potential customers reading online reviews that they are responsive.

As for not being able to locate my email, I was requested to provide a secondary work email address (I use my personal one for Trustpilot), which I did immediately, but nothing has happened since. Brian A is my account manager and will be well aware of my contact.

We've encountered recurring issues with Lightspeed K series, notably fake bills being processed when we are closed, leading to significant financial discrepancies, such as the recent incident totalling over £90k. Despite numerous attempts to address these issues through support channels, we've received no resolution after over six attempts. Furthermore, attempts to communicate our intention to terminate our contract have gone unanswered. The decline in Lightspeed's customer care from our previous more positive experiences is deeply frustrating and disappointing.

Had an issue with K Series due to where we are based. Katie, is a great attribute to the company and sorted it out swiftly with great communication. Lightspeed Is a great software, we use many of there products.

We have used Vend for many years who were recently acquired by Lightspeed. I have no words for how bad Lightspeed and their company are, and I urge anyone considering using their platform to walk away and find an alternative.
They have recently demanded that all users convert to their integrated card payment system or face charges on their monthly accounts of up to £500. We were originally paying £89.99 per month for Vend, which was then increased with Lightspeed to £129.99 per month. To then be advised that if we don't use their card processing servicing, we could face charges of up to £500 per month is astounding and unethical. We were advised that one reason for this increase was due to the charges they incur for our business using other payment providers. This is utter rubbish; I myself use a static card terminal in a bricks-and-mortar shop. Lightspeed doesn't incur any processing charges, fees or inconveniences from my card terminal. After many, many emails back and forth with our account manager and following a call, he finally understood that, as a business, we were tied into a contract with our card supplier and could not move to their integrated service as they demanded.
I was advised that these additional fees would not be charged as we aren't in a position to move our card processing across to their systems. However, I have been told that my fees for the platform this month, based on our transactions, are now £250! When trying to speak with someone from customer services (surprise, surprise only possible online). I am told that this is because I am not using their integrated card processing service!!!
I wouldn't mind quite so much if the system had shown vast improvements or if they had introduced new fantastic facilities online. We have actually found the system to be slower than before and with many glitches with stock deduction and control. There hasn't been any improvement.
I don't know how Lightspeed is able to get away with behaviour that flagrantly ignores anti-competition laws in the UK.
I'm in the process of finding a company that provides an online platform and has an honest and trustworthy approach to business. Lightspeed is definitely NOT this company.

BLACKMAILING THEIVES!!

Forced to take their integration for card payments or be charged a minimum of £120/month. They have debited a total of £660 from our account in four months without our authorisation, for a service we do not use or want as our current provider worldpay offer much cheaper rates. Absolute scandal!!!

Lightspeed is a huge US based organisation that is best to avoid. Their system is too complex, constipated with unnecessary detail and very expensive. Their phone response is at 3 in the morning UK time as they absurdly think the world is all on their clock. They announced that they would charge for payments if we did not shift to their new payments system. Some would call this blackmail. We did not wish to do this. We stopped using them. Nonetheless, they still took a large amount of money from our business. They stated they would refund. They never did. Full of hot air. In the blinq of an eye I found a great UK based alternative that is really excellent.

Hi the launch of the new card terminal by lightspeed is a nightmare, was really happy with there services for last 5 years until they forced me to get a Light speed payment terminal even though when i did not wanted to. Cant believe the way they forced me to have the payment terminal else i would have to pay £1200 extra per annum. Lightspeed you need to give a customer a option not force them to use your new products.