The folks at Lightspeed did an incredible job helping me with my conversion from my old point-of-sale system to their cloud-based system. Everything from customer and product conversion to setup and training. The team did a great job end to end.
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I have really enjoyed working with Lightspeed. They go above and beyond! Laura has been amazing help for me. Anytime I need something if is the smallest to the biggest problem she is always there to help me.
Don't trust this company, it's a fraud!! They have a terrible customer service, you have to wait for the seller or whoever has your account to solve you and it can take months and you keep paying!!
I have not been receiving the payment from the people who paid in the store since March.
this put my company in debt and they are not taking it seriously.
now, shall I stop trusting the banks???
I don't know who to contact and I think I need to hire a legal team to get my money back.
Company details
Written by the company
Lightspeed is the unified point of sale and payments platform powering the world's best businesses at ~165,000 locations worldwide.
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Thank you Lightspeed
The folks at Lightspeed did an incredible job helping me with my conversion from my old point-of-sale system to their cloud-based system. Everything from customer and product conversion to setup and training. The team did a great job end to end.
Date of experience: 15 January 2025
Reply from Lightspeed HQ
Your feedback means a great deal to us, and we're so pleased that our team provided such excellent support throughout the entire process, from data migration to training. We appreciate you taking the time to share your wonderful experience.
Best,
The Lightspeed Team
I have really enjoyed working with…Laura Saxe
I have really enjoyed working with Lightspeed. They go above and beyond! Laura has been amazing help for me. Anytime I need something if is the smallest to the biggest problem she is always there to help me.
Date of experience: 15 January 2025
Reply from Lightspeed HQ
We're thrilled to hear about your positive experience with our company and especially Laura's outstanding support. It's wonderful to know that she's been such a valuable asset in helping you overcome challenges, both big and small!
All the best,
The Lightspeed Team
Don't trust this company
Don't trust this company, it's a fraud!! They have a terrible customer service, you have to wait for the seller or whoever has your account to solve you and it can take months and you keep paying!!
Date of experience: 14 January 2025
Money is not coming to my account when customers pay in store.
I have not been receiving the payment from the people who paid in the store since March.
this put my company in debt and they are not taking it seriously.
now, shall I stop trusting the banks???
I don't know who to contact and I think I need to hire a legal team to get my money back.
Date of experience: 14 January 2025
DO NOT SIGN UP FOR LIGHTSPEED POS!!
Avoid this company at all costs! They are scammers. They will find any reason not to give you a refund on your returned hardware.
I had signed up for lightspeed POS system, it was unimpressive and overpriced for what it really was. We decided to cancel our account and return the hardware after we had many issues starting with their Bluetooth barcode scanner not working after two days of use. They also sent us a cash register without the money tray. There were many other issues that turned us off this company so we decided to cancel our account within 30 days of signing up.
My account manager stopped replying to our emails after requesting for help. He probably got his commission and stopped caring. Once I complained about him to another agent he finally gets back to me with an excuse and basically says he can't help me. I proceed to deal with countless more agents in their financial departments and fulfillment centers which also don't get back to you for days on urgent matters. Fast forward to finally returning the hardware. The tracking details show that they have received the package, but I don't hear from them for over two weeks. I get fed up of waiting. I reach out to them again asking for an update and they get back to me right away (It's as if they weren't going to update me until I reached out to them. Maybe hoping I would forget about the refund they owed me -- weird). They then explain that the hardware did not meet the requirements of the return so they "recycle" the items and that I will not get a refund. I verified with the agent on my case that I was doing everything correctly and met the requirements for a return. He assured me that there will be no issues yet here we are again. It blows my mind that such a large company like this makes it almost impossible to return hardware to them and when you do they find some excuse to keep the hardware and your money.
I am still waiting for a response on my refund but I'm sure they will find another excuse to deny it. We are now out hundreds of dollars and they won't send the hardware back. I can see based on all the other 1 star reviews that this company is scamming their customers and getting away with it.
Save yourself the headache and DO NOT trust lightspeed.
Date of experience: 20 November 2024
Reply from Lightspeed HQ
Hi Nina,
We’re truly sorry to hear about your experience with Lightspeed. We understand the challenges you’ve faced with the return process, hardware issues, and communication delays, which fall short of the service we strive to provide. Your Account Manager will be reaching out, and we will investigate to ensure your concerns are thoroughly addressed.
Thank you for bringing this to our attention, and we appreciate your patience as we work to make this right.
Best regards,
The Lightspeed Team
They burn bridges and hold thousand of dollars from you
They burn bridges, an hold your funds for up to six months ! First year was great.. then we opened two more locations, with 24 more locations i process.... and they denied access to the new terminals for 6 months "claiming" they could not verify us...while charging us monthly fees, and with holding thousands of dollars we had processed.
They "dont care"
It took 6 months to resolve, and its not resolved really, ...they don't return calls...they are obsessed with endless emails... than refused to credit the monthly fees collected during six months of their forced non usability.
Date of experience: 03 January 2025
Reply from Lightspeed HQ
Hi,
We would like to sincerely apologize for your recent experience with Lightspeed. It is our utmost priority to provide a product and service that allows our customers to focus on running their businesses with ease. We value our customers’ feedback, and would like to learn more about your specific experience, to have the opportunity to address your needs and concerns.
We regret to inform you that we are unable to locate your account within our records. We kindly ask you to contact your Account Manager for further assistance. If you require immediate technical support, please don't hesitate to reach out to our Support Team.
Thank you,
The Lightspeed Team
Told Anthony from Montreal that we…
Told Anthony from Montreal (Lightspeed Sales Rep) that we weren't interested and were happy with our POS system and asked him to stop calling me. He called back immediately and told me 'you can tell me to f*** off if you want, but I'm going to keep calling'. Completely disrespectful and unprofessional.
I never told him anything like this and don't appreciate his sales approach, totally turned me off from working with Lightspeed AKA we absolutely would never work with these guys because of that.
Date of experience: 07 January 2025
Reply from Lightspeed HQ
Hi James,
We’re truly sorry to hear about your recent experience with Lightspeed. Your feedback is incredibly valuable, and we’d like to extend our sincerest apologies for the interaction you described.
As a potential customer, we understand how important first impressions are, and we deeply regret that this experience has turned you away from considering Lightspeed. Please know that this behavior is not reflective of the professionalism and respect we aim to deliver in every interaction.
We will investigate what happened to ensure this situation is properly addressed and that appropriate steps are taken moving forward.
Thank you for bringing this to our attention.
Best regards,
The Lightspeed Team
AVOID AT ALL COSTS!!
AVOID AT ALL COSTS!!
If I could give 0 stars I would. Lightspeed is absolutely untrustworthy. Changed a years long way of doing business & tried to extort us for tens of thousands of dollars. It caused my business major upheaval & disruption. Communication from Lightspeed was extremely rude & disrespectful. DO NOT USE LIGHTSPEED!
Date of experience: 16 October 2024
Reply from Lightspeed HQ
Hi Troy,
We deeply regret to hear about the distressing experience you’ve had with Lightspeed. Please know that it is never our intention to cause any disruption or frustration for our customers. Our primary goal is to support your business, streamline your operations, and provide efficient solutions that save time and resources.
We understand that you’ve already worked with your Account Manager and our support team regarding your account, and we value the feedback you’ve provided. It is clear that your experience did not meet the high standards we aim to deliver, and for that, we sincerely apologize.
If you wish to continue the discussion or have additional questions, please don’t hesitate to reach out. Your Account Manager is here to assist and will work with you to address any remaining concerns.
Thank you for bringing this to our attention. We are committed to improving and ensuring a better experience moving forward.
Best regards,
The Lightspeed Team
WORST EVER PAYMENT PROCESSING AND…
WORST EVER PAYMENT PROCESSING AND COMPANY. I am telling you, don't sign up to get LIGHTSPEED SYSTEM AND PAYMENTS, This is company is the worst. If there's a less than one start I will pick it. Unfortunately I got sucked in, invested over $2000 in equipment and less than 2 years the receipt printer broke down, and Light speed said nothing they can do to help and I need to buy another printer. Then just recently, I processed a refund to customer, and instead Lightspeed charged her again. I have proof of refund not sure why she got charged. And now I am on hold for over one hour no one on the phone to take my call to reverse Lightspeed mistake. for the past 2 years nothing but NIGHMARE
DON'T FALL FOR LIGHTSPEED YOU WILL REGRET IT
Date of experience: 02 January 2025
Reply from Lightspeed HQ
Hi YOUniform Market,
We appreciate you sharing your thoughts with us. Your feedback about our product features and performance is invaluable, as we’re always working to improve and tailor our offerings to better suit our customers' needs. A team member will reach out shortly to discuss your experience in more detail and explore how we can enhance your experience with Lightspeed.
Thank you for helping us continue to grow and improve.
Best regards,
The Lightspeed Team
Poor Customer Service
Have been using Lightspeed for last three years. Though functionality is acceptable nothing great. Customer service is very very poor. It takes a month to get a Response. I want to add a device and a Business. Neither the Account Manager or Customer Support is responding. Shame!
Date of experience: 19 December 2024
Reply from Lightspeed HQ
Hi Onkar,
We’re truly sorry to hear about your recent experience with Lightspeed. Your feedback is incredibly valuable, and we’d appreciate the chance to understand more about your situation so we can address your needs.
Unfortunately, we weren’t able to locate your account in our records. Could you please contact your Account Manager directly for further assistance? If you need immediate technical help, our Support Team is also here to assist.
Thank you,
The Lightspeed Team
Extortion
Extortion! A sudden "policy change" and now we're getting a additional $400 per month charge on top of our subscription fee until we switch to their merchant card service. `Wonder why it's so hard to leave a review for Lightspeed? I had an issue with the POS service - it took 3 months just to get a response! Use ANY other POS service!
Date of experience: 19 December 2024
Reply from Lightspeed HQ
Dear Ron,
We’re truly sorry for any frustration you’ve encountered with unified payments. Our goal is always to make your operations smoother and provide reliable support across both POS and payment services, so you can focus on what matters most. We understand that you have recently discussed this matter with your Account Manager. Should you wish to continue the conversation or require further assistance, we encourage you to reach out to your Account Manager directly.
We appreciate your time and understanding.
The Lightspeed Team
Verified
NEVER PICK UP PHONE
Date of experience: 11 December 2024
Reply from Lightspeed HQ
Thank you for sharing your feedback. We’re sorry to hear about your experience and truly apologize for any frustration caused. To address your concerns, your Account Manager will be reaching out to you shortly to provide assistance and ensure everything is resolved to your satisfaction. Thank you for your patience and understanding.
The Lightspeed Team
Verified
Reply from Lightspeed HQ
Thank you for your wonderful feedback! We’re thrilled to hear you had a 5-star experience with our live chat support. Your satisfaction means the world to us!
The Lightspeed Team
Lightspeed …don’t even know where to…
Lightspeed …don’t even know where to start with ! .. overcharge my account 3 times. After several my phone call to then finally I received phone call back with explanation. So in September lightspeed introduced payments method replacing tyro and other others terminal. Email was send it with that information and with that that all customers how’s should switch to lightspeed paymets. Unfortunately I haven’t tgat email and in fallowing month I been charged double price for the software because I don’t use lightspeed . Very rude and arrogant customer service informed me that that’s how it is and if I don’t like it I should signed out ( I would love to ) but I’m part of franchising which not allows me yo do that .
I’m lodging consumer complain and any one and the same situation please join me so maybe we can go to court action against them.
Date of experience: 18 December 2024
Reply from Lightspeed HQ
Dear Hanna,
Thank you for bringing your concerns to our attention. We sincerely regret the experience you've described and any frustration caused by the overcharges and communication regarding the payments transition.
We understand that you have recently discussed this matter with your Account Manager. Should you wish to continue the conversation or require further assistance, we encourage you to reach out to your Account Manager directly.
We value your feedback and take it seriously as we continuously work to improve our services and support. Thank you for your patience and understanding.
Sincerely,
The Lightspeed Team
Beware of Lightspeed Commerce
Beware of Lightspeed Commerce – Poor Service and Communication
I’m sharing this review to help others avoid the frustrations I’ve experienced with Lightspeed Commerce. I strongly advise against using or signing up with them. Their customer service is poor, and communication is practically nonexistent.
You can’t reach anyone by phone unless it’s for billing issues; everything else has to be handled via email. Once you sign up, you lose your account manager and any direct contact with them, which is incredibly frustrating.
On top of that, I’ve been charged three times in one month instead of the usual monthly charge, and despite reaching out since October 17th (it’s now December), I still haven’t received help managing my account.
Do yourself a favor and stay far away from Lightspeed Commerce.
Date of experience: 17 October 2024
Reply from Lightspeed HQ
Dear Sheila,
Thank you for sharing your feedback. We deeply apologize for the difficulties you’ve experienced with communication and billing. This is not the level of service we aim to provide, and we regret falling short of your expectations.
We understand that you’re already in contact with your Account Manager, and we recommend continuing the conversation with them for any further assistance or updates. They are dedicated to supporting you and ensuring your concerns are addressed promptly.
We genuinely appreciate your patience and understanding as we work to improve.
Sincerely,
The Lightspeed Team
Horrible experience with this company/rep
Horrible experience with this company. I have such hard time getting my rep to answer my questions. For a simple monthly fee charge, It took me more than 4 months to get it straight. You have no place to find your invoices and he doesn't let you know where to get the invoice after emails by emails. After chasing and chasing after him, he finally reveal they charge you monthly fee into three different bills and name it three different items for a monthly charge. They don't honest the contract you signed. The amount and fee were not consistent with the contract until you showed them multiple times of the original contract. Still, the just throw you a small amount as the correction. I feel like they try to cheat their customers. They increases their prices without letting you know even though you ask for months why all the billed amounts are different. I have never met a company so efficient and dishonest to their customer. What I have problem is it wasted so much of my time for just a simple thing!
Date of experience: 02 December 2024
Reply from Lightspeed HQ
Hi Jen,
We would like to sincerely apologize for your recent experience with Lightspeed. It is our utmost priority to provide a product and service that allows our customers to focus on running their businesses with ease. We value our customers’ feedback, and would like to learn more about your specific experience, to have the opportunity to address your needs and concerns.
We regret to inform you that we are unable to locate your account within our records. We kindly ask you to contact your Account Manager for further assistance. If you require immediate technical support, please don't hesitate to reach out to our Support Team.
Thank you,
The Lightspeed Team
Mike actually helped me
Mike actually helped me. he stayed on the line, kept checking back in, and completed the task to help me. everyone spoken to prior either hung up or did not know how or what to do to help. Thank you mike for taking the stress off the day before holidays.
Date of experience: 27 November 2024
Reply from Lightspeed HQ
Thank you for sharing your feedback! We're thrilled to hear that Mike was able to assist you so thoroughly and take the stress off before the holidays. His dedication to staying on the line, checking in, and ensuring your issue was resolved is exactly the level of service we aim to provide.
We’re sorry to hear about your previous experiences where the support didn’t meet your expectations. That’s not the standard we strive for, and we truly appreciate you bringing it to our attention. Your feedback helps us improve, and we’re grateful you gave us another chance to make things right. If there’s anything more we can do, please don’t hesitate to reach out.
The Lightspeed Team!
Lightspeed is no longer the company it used to be.
I have been with Lightspeed since they bought out Shopkeep. How disappointing this company has become. The customer service is non-existent now. Just a chat box where you chat with some who takes forever to respond because they're most likely chatting with 5 other customers at the same time. And after all that time, they can't even resolve the issue. They just raised their prices by 30%. Come the new year, we will be looking for another POS platform. This company is no longer worth the aggravation and I would never recommend it.
Date of experience: 26 November 2024
Reply from Lightspeed HQ
We appreciate you taking the time to share your feedback. We understand your frustration with the recent changes and the challenges you've encountered with customer service.
Unfortuanately, we are unable to locate your account within our records. We kindly ask you to contact your Account Manager for further assistance. If you require immediate technical support, please don't hesitate to reach out to our Support Team.
Best,
The Lightspeed Team
Worst company and service
It’s worst company to deal with it. You are not able to contact anyone besides your account manager. I sing up contract with them for my payment processing rate about 14 months ago and I just check recently and found they changed me $31000 extra by using different rate then I sing up for. Sent all documents to my account manager and with back and forth for 2 month they refund me $6011 and told that’s it. We can only refund you for 3 month so they do not want to refund me $25000 what they charged wrong. I am taking legal action and see what happens. Take your business somewhere else. This people are just ripping you off.
Date of experience: 23 October 2024
Reply from Lightspeed HQ
Hi Krunal,
We’re sorry to hear about the issues you've been experiencing with Lightspeed. Please know we take your concerns seriously and are working to resolve them promptly. A team member will be reaching out soon to assist you further.
Thank you for your patience as we work on a solution.
Best,
The Lightspeed Team
Extortionary practices with merchant…
Extortionary practices with merchant accounts. AVOID!
Date of experience: 20 November 2024
Reply from Lightspeed HQ
Hi Patrick,
We’re truly sorry to hear about your recent experience with Lightspeed. Your feedback is incredibly valuable, and we’d appreciate the chance to understand more about your situation so we can address your needs.
Unfortunately, we weren’t able to locate your account in our records. Could you please contact your Account Manager directly for further assistance? If you need immediate technical help, our Support Team is also here to assist.
Thank you,
The Lightspeed Team
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