Lightspeed HQ Reviews 2,089

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

Date of experience: 11 December 2024

The Live Chats

Date of experience: 11 December 2024

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

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

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

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

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

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

Extortionary practices with merchant accounts. AVOID!

Date of experience: 20 November 2024

Terrible customer service, don't care about there customers at all. Massively oversell and under deliver on the basics. Avoid at all costs.

Date of experience: 13 November 2024

Lightspeed has recently changed their point of sales system and they have not released payments to our small business for 3 weeks. They are not returning emails or phone calls. It is beyond frustrating.
We will be switching providers because Lightspeed can not be trusted.

Date of experience: 10 November 2024

Was a great company as “shopkeep”…now they are money hungry small business killers. Constant increases in program and card reader fees, poor customer service, etc. Too bad as I’ve been with them for years.

Date of experience: 06 November 2024

Avoid like the plague.

Our annual charge increased by 224% ($920 -> $2988) with no forewarning. After banging my head against their customer service wall for days, I finally got a meeting with the account manager, Rees Hempstead.

However, he didn't show up for the first couple online meetings - no cancellation or rescheduling, just didn't show up.

I finally got to speak with him and they agreed to downgrade our plan and refund the difference. That was over 2 months ago. Since then I've had to follow up multiple times. There has been no action on this.

It appears their tactic is to stall and delay and hope the problem goes away. If they over charge you, don't expect the money returned without a months long fight. Even now, I doubt they will honour it.

Actually, the only way to get your money back is to not give it to them in the first place.

They were great when they were just Vend. Lightspeed has destroyed this beautiful little app.

I'll update this if anything changes

Richie Lewis - Speak Institute

Date of experience: 31 October 2024

Customer Service is terrible, the on hold wait times are insane. I have no choice today but wait, so far its been over 2 hours on hold!!
Lots of sales people, no customer support

Edit: Now 4 hours..........still no answer, WTF!!!!!

Date of experience: 30 October 2024

I have a previous review with the PLETHORA of mistakes Lightspeed has made since we acquired a business that uses Lightspeed.

10 months into this nightmare, I receive an email from LS stating we have a customer disputing a charge. I look for the charge and it's not there. I reach out to LS and let them know I think they have the wrong person. They ask me if I own "ABC Company", to which I don't, but the lady that sold us OUR business 10 months ago, does. They have me listed as the owner of her account. She (real owner) reaches out to LS and asks to take me off her account as owner, as I was NEVER supposed to be on it.

Instead they remove me as OWNER OF MY ACCOUNT. No reason, they simply didn't read what she said. Now, 7 days later, a lady that owns another, completely separate business, that has NOTHING to do with me, is listed as the owner of my account.

To recap...they removed ME as owner of my store, based upon an email from a lady that does not own my store. My suggestion is to find the largest account Lightspeed has, send an email to any random LS tech and tell them to remove the current owner and place you as the owner of the largest customer they have. Worked once. No questions asked.

November 4th, 2024 update.

Lightspeed again just sent an invoice on my account, to someone that doesn’t own my account. The other person was nice enough to reach out and say they are now listed as the owner of my account.

We started this process now 11 months ago. There are dozens of emails, hundreds of online chats, and yet they still can’t get who owns MY BUSINESS right. Every other day it’s something new and our account rep, Julian Richardson, absolutely refuses to respond to emails. Only way I get any response is to reach out to the online customer service reps and ask them to BEG Julian to respond to me. This is after numerous emails over several weeks. If they gave me a credit for every mistake they made, I would have free service for life.

Date of experience: 24 October 2024

This company uses blackmail to get you to switch your payment processing to them. All of a sudden I was being charged $700 a month to use their platform for my restaurant. Now I have 2 choices, get rid of lightspeed or get rid of my payment processing and take their, which I've hears does not work that well. If I had known what a hassle this would be I would have used a different platform.

Date of experience: 01 August 2024

Lightspeed is an incredibly easy program to use. The back office offers lots of insights and helpful information and their support team is great.

Date of experience: 08 October 2024

Have been using Lighpeed sinceit was VEND. Have recently been charged a surcharge for all transactions on top of the monthly subscriptions as I have refused to be forced to change to theyre inhouse payment system. I dont think these tactics are good business practise. Shame on you lightspeed. pitty there is no zero Star rating

Date of experience: 01 October 2024

I have had an issue getting sales reports. I have talked to no less than 8 people over the last 6 weeks. They keep promising they will fix it and no one even calls back. HOLD TIME IS RIDICULOUS

Date of experience: 01 October 2024