Lightspeed United Kingdom Avis 127

Lack of communication and unequal treatment experiencing with LS Payment. I have been patiently waiting for over a month to discuss some critical matters pertaining to my account with Juliana Lake, Michael Enslin and Anthony Martin, it is unacceptable that my concerns have not been addressed so far.

It has come to my attention that businesses in Manchester, UK, are being provided with different offers and are not required to pay certain fees when utilizing alternative card provider solutions. This discrepancy raises serious concerns about the fairness and transparency of LS Payment's services. I firmly believe that all clients, including myself, should be treated equally and offered the same level of service and benefits.

I must emphasize that I refuse to be ignored or dismissed any longer. It is my right as a valued customer to receive prompt and adequate support from your team. I expect a clear explanation as to why I am receiving lesser service compared to other businesses and why I am being subjected to high fees instead.

I kindly request an urgent meeting or call to discuss these matters in detail. I believe that through open and transparent communication, we can find a solution that benefits both LS Payment and myself and not only LS Payment.

Good and hassle-free install of new till system, made easy by Lola who was always available for questions and facilitated a speedy install when we had some time pressure

Monica was friendly, approachable and knowledgeable. She helped me get set up with my new shop to trade quickly. She went through the basic set up and did a lot of reassuring and hand holding. Just what I needed. She also had a sense of humour that alleviated my anxiety throughout the time leading up to the opening.

My company has been with Lightspeed (formerly VendHQ) for six years whereby we have paid a monthly subscription (currently £139 per month). They announced that they were going to start charging companies for used a third party processor. Our company does not have any third parties linked to our account with Lightspeed, we manually process our payments and our Lightspeed does not have any add ons or linked to our merchant bank. We were surprised to receive a 'transcation fee' of £150 for July when our subscription is only £139. Customer Service admitted on the phone that we were a company that this fee did not apply too as we are being billed for a third party processor we are not using via Lightspeed. It is now three months of being billed for something we are not using. Their advice was to set up Lightspeed payments for three months to get a refund of one month's fees and then cancel and go back to our existing provider. This cannot be their business plan? So upset as up until now we had been really happy with Vend. We will resolve this and get our money back as we are being charged for something we are not using. Please be aware!

Avoid. Terrible customer service. Recently told by their 'customer success' team that they were understaffed and did not have time to set up the inventory add we had purchased. So after trying for two months to get it to work (it didn't), Lightspeed then refused to refund the fees we had paid because "We don't claim it to be the best in it's field, it's far from that". Their staff do not believe in their products so why would their customers.

We recently had the privilege of experiencing Lightspeed's xSeries Onboarding Training from Tara, and I must say that it was nothing short of exceptional. From the moment we signed up for this program, I was impressed by how incredibly knowledgeable and attentive Tara was, providing valuable insights and practical tips that greatly enhanced our understanding of the xSeries POS and eSeries eCommerce platforms.

The interactive zoom meetings and real-life examples provided during the training helped us grasp concepts quickly and easily. The onboarding process was seamless and well-structured, which made the transition into using their products and services incredibly smooth. It's evident that Lightspeed takes customer service and support seriously.

Tara was not only knowledgeable but also incredibly patient and responsive to any questions asked - and there were a lot. She tailored the training to our specific needs, ensuring that we could make the most of Lightspeed's xSeries tools. The xSeries POS itself is a game-changer. The user-friendly interface, coupled with its robust features, allows for seamless inventory management, sales tracking, and customer engagement. The tools provided are intuitive and powerful, making it a breeze to manage our business efficiently.

In addition to their exceptional onboarding and support, Lightspeed continually updates their software to keep it in line with industry trends and customer needs. This forward-thinking approach ensures that we can stay ahead of the curve in our business operations.

In conclusion, Lightspeed's xSeries Onboarding Training, and especially Tara, are a testament to their commitment to customer satisfaction and product excellence. They have made our transition to their platform not only painless but also an enlightening experience. I would wholeheartedly recommend Lightspeed to any business looking for a comprehensive and user-friendly solution. With Lightspeed, your success is their priority

The ability to speak with directly with a consultant namely Vincent who explained the advantages of switching.

Zoom Call with Lucas, extremely patient with me after my many delays in setting up lightspeed payements. Very knowledgeable, and great customer service.

I have had a particularly stressful year getting my new restaurant off the ground. Unlike where I have worked before - the POS and payment systems were not part of the stress. My account manager Elliot was always quick to respond, if not immediately available and solved every problem and answered every question on the day I asked. Top-notch customer service!

Customer Service Team, in particular Katie Cowell, were of great help to me and our restaurants.

All major problems were addressed, and if not solved, options were provided to minimise discomforts.

Everything seems to work, with great degree of personalisation.
And the team really do take into account features and recommendations from customers. I my self have seen integrated features I recommended.

All the best!

As we have been going live with multiple Vend instances across multiple countries, Lightspeed have played a crucial part in getting up setup and connected with Lightspeed Payments and support with Vend.
We are now live with our Vend setup and we are very pleased with it. Nothing is too much trouble for Lightspeed and they are always willing to listen to feature requests and ensuring customers are happy with their service

I must say, we transferred over our 2 outlets to Vend and have had a great experience, especially around the API link to Shopify. Things have gotten better now since it became Lightspeed and the new PDQ integration is flawless, easy to operate and reconcile and the payments sent THE FOLLOWING DAY are a huge boost. Much recomended.

The most important thing that made this experience so great was Tara Van Der Wel our host and teacher who taught us and walked us through the whole process of using Lightspeed. Without Tara,s patients, being a great teacher we would of definitely struggled but thankfully for Tara she made the whole process simple and easy for us here at Sunny Days Newquay. Thanks Josh & Liz Midgley. Ps. I would highly recommend Lightspeed as a system for small businesses and even more so recommend Tara to show you the ropes.

Incredibly helpful and always willing to go beyond to help their customers. A very special mention to Josephine from the onboarding team who has been superb and helped me out countless times already! I highly recommend Lightspeed to any Retail business looking for an all in one EPOS solution with a great reporting suite and easy to navigate features.

Do your self a favour and avoid this company. We have been with them for 5 years and have just been contacted about their unified payments system. They have given us less than 20 days to make a decision and will charge us £75 a month if we continue to use our existing supplier (who provide a very good service). As a small business we can't afford £75 a month, so we have no real choice, and they know it. It feels like blackmail. This company's help has always been poor and I am not looking forward to resolving inevitable payment problems. Also I fear that they way they are forcing people into this 'smells' like they are in financial difficulty (I might be wrong)..... not a great sign when we have to trust them to remit our payments. I wish I could give them no stars for the insulting way they treat customers.

Josephine was amazing , supportive and very helpful . through every session . she was extremely patient too .

First class service from one of the leading organisations in digital commerce. Cost effective, always innovating, puts the client first and takes the pain out of stock and sales activities. Lucas was fabulous at onboarding us today. Highly recommend!

Very unhappy with the changes made since it became lightspeed. We were happy with them when it was vend- bullied into the payment system and being charged an extra £ 240 as it will not connect. Feel like we are paying the cost of lightspeed buying vend.
Will be looking to move away when we can as feel they cannot be trusted.

Like many other reviews (see the Trustpilot page for lightspeedhq.com as well as this UK one), our greatest concern is the current policy to 'incentivise' users to move their payment processing to Lightspeed.

I completely appreciate their endeavour to increase revenue, but milking the customer base so cynically will only come back to bite them; they are not offering an additional service that users can select for added value - they are forcing the issue by charging a penalty for merchants who don't comply. This is 'sold' on the basis of covering the cost of integrating 3rd-party card processing facilities, but in our case there is no cost, as nothing is integrated. The penalty is significant - it is less about 'gentle coercion', and more a gun to the head.

Of greater concern is that they tried to implement this half-way through our annual paid subscription! After a great deal of push-back from us, they advised it was all a mistake and that we had been put on the wrong call list. It sounded like a blag, but the wolf had gone from the door so I accepted their apology and we moved on...

Several months later (and still with 4 months remaining on our agreement) the wolf has returned, and they are again trying to force the matter. The whole episode has left the impression of Lightspeed being a cynical and capricious organisation.

I have made clear that January (our renewal time) is the earliest we will consider it.

To be clear, our objection to the integrated payments policy is as much a matter of pragmatism as it is principle: we process payments on behalf of other related services provided by 3rd parties that don't enter our PoS. This wouldn't be possible with their solution. There are other technical issues that also prevent us from using an integrated card payment/ePOS solution, which is why our current system is completely separate (hence the irony of the charge being to cover the integration of 3rd party providers).

I await their reply.

As regards the software:

The POS operation is slick and easy to use; layouts are easy to configure and the catalog and reporting facilities are very good.

The inventory management works quite well, although some of the workflow is confused, and doing simple tasks can be counter-productive.

Likewise, there are other workflows that are confused, and we often just find simpler ways to do things (particularly with changing inventory counts).

Integration with Quickbooks is good, although there are some workflow 'gaps' that require manual editing in accounting (eg. Supplier return credits that don't post to accounting, even though invoices for goods received do). And don't bother with the Layaway/Layby feature if you want to use accounting.

Support has been good for critical issues, but anything minor, or product feedback, and you may as well be whispering to a dead tramp.

On the whole - nice software, some powerful features. Pricing is fair. But the integrated payment farce is ill-judged and may well backfire.

My next (and probably last) crusade will be to establish exactly how much of (my) data they allow me to easily export for migration.

IN REPLY TO THEIR REPLY:
Hi Kim,
I have just forwarded one of the email threads with our account manager (Jon H) to the email address you provided.

Equally like many AQUALUSH would give ZERO stars with the recent forcing to take their payment system and dump my current card machine suppliers who are cheaper!! Extortion is a mild word and now I’m being told it’s for ANY payments and they will charge me £200!! Illegal possibly, underhand, hard sell appalling and bad customer service. Vend was brilliant before Lightspeed and I will go to court if needed as charging me to transact cash and a their own gift cards would be just tantamount to theft.