Lightspeed HQ (lightspeedhq.com) has a 3.6 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Electronics & Technology and its reputation is mixed. Opinions are polarized: 62% rate it 4 stars or higher while 31% give 1 star; The business has replied to 100% of negative reviews. Last updated 2026-08-10.
What people say
M
Molz Dress · 1 review · Experienced 2026-08-07 ·
★★★★★
BEWARE on CC Rates Retail POS was Great, now OK. Svc :(
Love the logic of Lightspeed when we signed on 10 years ago. Unfortunately every upgrade takes away capabilities. And there is no heads up on changes, you have to figure it out on your own. One huge example, Gift cards used to be able to clear them once at zero and use them again. One upgrade later and that is not possible. It will alway show the original owner...so best to throw it away and NOT reuse. NOW Credit Card processing - UGH. They have you by the throat. Go with them or they charge $500 a month per location. So you sign at a great 1.9% and the fine print states they can raise it at any time. Trust me they do. Now at 2.3% and they just sit back and rake in the money. Support is slow and not US based.
Reply from Lightspeed HQ2026-08-07
Hi there,
Thank you for your 10 years of loyalty and for sharing this candid feedback.
We understand how frustrating unexpected fee changes, feature updates, and slow support can be, and we want the opportunity to address these issues with you.
Please email your account details and business name to [email protected] so our team can action this immediately.
All the best,
Your Lightspeed Team
M
MYRA BROWN · 1 review · Experienced 2026-07-15 ·
★★★★★
They will NOT call you back!
We were told if we were not happy with their POS system that they would prorate our money back since we paid for a year in advance.
We could not get their POS system to work with our credit card processor. They wanted us to use their credit card processor, which was gonna be another $400 plus a month monthly fee of $40.
When we already had a perfectly good one!
Nothing was working correctly, so we said we wanted to cancel our POS subscription with them and we never heard from them again!!!
I have sent a lot of emails and nobody will call me back!!!
I’m going to have to dispute this with my credit card card company.
Reply from Lightspeed HQ2026-08-07
Hi Myra,
Appreciate you bringing this to our attention and to hear about your experience and the frustration this has caused.
We want to look into your refund request, subscription status, and processor concerns immediately.
Please send your account details and business name directly to [email protected] so a team member can review your account and assist you right away.
All the best,
Your Lightspeed Team
T
Trevor · 3 reviews · Experienced 2026-07-30 ·
★★★★★
Fees increase every year
Fees increase every year. Even after joining Lightspeed payments and now giving them $40k per year in processing fees, they still increased our subscription $500 this year with no explanation. I reached out to our account manager to get an explanation, and it's been 10 days with no reply. The only way to get any reply is with relentless follow-ups, and even then you might not hear back. We are generating $50k a year in revenue for this company, and can't even get a phone call or email reply. Small businesses beware! Do not come to Lightspeed expecting any sort of reliable support.
Reply from Lightspeed HQ2026-07-31
Hi Trevor,
Appreciate you for bringing this to our attention.
We understand your frustration regarding the subscription increase and, more importantly and hear you on communication.
We want to review your account details, explain the changes, and ensure your concerns are addressed by management immediately.
Please send your business name and account details to [email protected] so we can step in and prioritize your case right away.
All the best,
Your Lightspeed Team
The Lightspeed Team
C
Chris S · 1 review · Experienced 2026-07-24 ·
★★★★★
Terrible
Terrible. We had thousands of dollars in payments frozen and then our light speed account cancelled, leaving us with no way to take cards at all. They said they flagged 2 card payments and it was under review. We had the client call his card company to confirm the payments were legit and also gave light speed his contact info and they still closed the account. We are a small business that literally survives in every payment. Now that we cannot take card payments, we will not be able to pay bills because 95% of our customers use cards.
They said they would help us find a 3rd party payment processor but that was and is a bunch of BS because they haven’t done a thing and apparently tell us we cannot use almost all of the processors they suggest. Not makes no sense.
We have been a customer for 6 years and never had any issue at all and now BECAUSE OF LIGHTSPEED, I will lose my business and go into debt and lost everything. And they can care less.
Reply from Lightspeed HQ2026-07-31
Hi Chris,
Appreciate you bringing this to our attention.
We understand how critical payment processing is to your business, and we take situations like this extremely seriously.
Because this involves specific account security and privacy details, we cannot discuss the specifics here.
However, we want to look into this immediately.
Please email our team directly at [email protected] with your account details and business name so we can have management step in.
All the best,
The Lightspeed Team
Elijah was informative and extremely helpful with guiding me through the process. All my questions and concerns were answered in detail. Highly recommend light speed!
Reply from Lightspeed HQ2026-07-29
Hi Michael,
We're so glad to hear our team provided such informative and helpful guidance throughout your process!
We appreciate you taking the time for this feedback - we'll pass it along internally.
Your Lightspeed Team
C
Cathy Blake · 1 review · Experienced 2026-07-24 ·
★★★★★
Looking for assistance with a transaction
I was asking for assistance with a credit card transaction that had an error. This was the first time that I felt I did not receive an answer as to why it happened nor assistance to fix the error other than refunding and reprocessing. Usually, Customer Service is able to assist me with any questions or issues.
Reply from Lightspeed HQ2026-07-31
Hello Cathy,
Thank you for sharing your feedback with us. We’re glad to hear that our team usually provides the support you need, but we apologize for falling short of your expectations during this credit card transaction issue.
Unfortunately, we cannot access your account details through this review to look into why the error occurred.
We would love the opportunity to investigate this further for you -please email us at [email protected] with your account details and business name so our team can assist you directly.
Your Lightspeed Team
I have loved working with Lightspeed in getting my Point of Sale set up for doing vendor shows. With doing this Lightspeed has helped me grow my business in directions I didn't think I was going to be able to grow. From the first call with "sales" to my onboarding specialist the experience has been smooth and easy, compared to the other credit card service I was using. I would highly recommend Lightspeed for your Point of Sale needs.
Reply from Lightspeed HQ2026-07-24
Hi Jen Bullard,
We are so glad to hear that our Point of Sale system has been instrumental in helping your business grow, especially with vendor shows.
It's wonderful to know that your experience, from sales to onboarding, was smooth and easy.
We appreciate you and your business!
Your Lightspeed Team
D
Dan Argyris · 1 review · Experienced 2026-07-18 ·
★★★★★
Lightspeed POS retail system and…
Lightspeed POS retail system and support is less than 1 star. They have defective stand, reader adapter and card reader. Does not charge when inserted into the stand. Customer service doesn't care about resolving any issues or replacing equipment. Find another system to avoid nothing but issues.
Reply from Lightspeed HQ2026-07-24
Hi Dan,
We're very sorry for your frustration around hardware failure and support experience have caused.
We are actively escalating your feedback to management and your Account Manager.
Thank you for your patience while we fix this.
Your Lightspeed Team
C
Colin Rogucki · 1 review · Experienced 2026-07-21 ·
★★★★★
Have Enjoyed, but starting to cost too much
I have really enjoyed Vend/lightspeed. However now as the price goes up 50% on my plan I might need to look elsewhere. As a small business I cannot keep increasing my costs. And with the constant changes and additions, most I don't use, I find it harder and harder to get help and resolutions for some issues.
Reply from Lightspeed HQ2026-07-22
Hi Colin,
We appreciate you sharing your experience and feedback.
We understand your concerns regarding the recent price adjustment and the impact it has on your small business.
We also hear your frustration about the challenges and challenges in getting support for issues.
We've brought this to Management and will make sure to address these for you, moving forward.
All the best,
Your Lightspeed Team
Your Lightspeed Team
K
Kara Ellis · 2 reviews · Experienced 2026-07-17 ·
★★★★★
Lightspeed
We have used Lightspeed (Shopkeep) since day one. They have great customer service, their product is easy to use. I highly recommend!!
Reply from Lightspeed HQ2026-07-21
Hi Kara,
Appreciate you taking the time to write this!
We love to hear this and will make sure to pass along the message, internally.
All the best,
Your Lightspeed Team
S
Salman Ahmed · 2 reviews · Experienced 2026-07-16 ·
★★★★★
I want to share my opinion regarding Order Stock
I want to share my opinion regarding adding products and ordering stock. While uploading csv in order stock it does not offer to pick Supplier code it only add SKUs. But as I have added box pack SKU in supplier code. It is very difficult to upload order. Also if I want to add packaging I have to add another product, we must have box SKU and package size along with the add product tab to make it easier
Reply from Lightspeed HQ2026-07-17
Hi Salman,
Thank you for taking the time to share this feedback.
We’ve shared these details with your Account Owner, who is working with our internal teams to see how we can make this process much smoother for you.
Feedback like yours is incredibly valuable as we continue to improve our platform.
Someone from our team will reach out to you shortly to discuss the next steps.
All the best,
Your Lightspeed Team
M
Mary Merrie · 2 reviews · Experienced 2026-07-15 ·
★★★★★
Lightspeed covers all our needs in one system!!!
Lightspeed has been the most verstile and useful tool we have ever used for our small company. We have a retail store, a service department, an aftermarket install team, and a welding shop all together here. Lightspeed checks every box! I am able to track our million dollar inventory and keep all essential items stocked. I can track labor with ease. I can see financials on a daily basis. We are able to sign staff in at various levels as well. My favorite feature is the immediate assistance available through the "help" icon right on the screen. We get a solution to simple questions in less than a minute and complex issues have been resolved in under 10 minutes. Priceless!!!!
Reply from Lightspeed HQ2026-07-15
Mary,
Thank you so much for this feedback - This made our day!
So glad to hear that the system is able to hit so many boxes in your business.
We appreciate this and will surely share this internally with our team.
All the best,
Your Lightspeed Team
I was a using Lightspeed (R) a few years back, had to leave for a couple years,
I signed back up again but with X and first i was not too happy as it was so different and some of the features where not in X that where in R,
But Elijiah walked me through and after using X now going on 2 months i have happy, Yes I do miss the features which where in R, but the extra features that are in X like being able to use your phone as your POS on the fly is amazing,
If you looking at coming to Lightspeed talk to Elijiah and I am sure you'll be happy you did.
Reply from Lightspeed HQ2026-07-10
Hi Doug,
This is glowing feedback - Thank you so much for taking the time with this.
We are so happy to hear you're enjoying your experience with our updated platform! We'll be sure to pass along this feedback to our internal teams - Thank you for your kind words and positive feedback!
Your Lightspeed Team
R
Rene · 2 reviews · Experienced 2026-07-08 ·
★★★★★
Knowledgeable and supportive sales service
Have always heard how modern and advanced lightspeed has always been modular with any business model and customizable with every consumers needs from many reviews but with so many features I always expected a high cost from such a sophisticated system. As I stand corrected, working with Callie Friedman and her persistence to make sure I understood that even their pricing is flexible and that they put their customers first. With no time wasteD she got straight to the point with what they have to offer and how helpful each tool the have can be, almost eliminating weeks of labor on inventory and decision-making for re orders and logistics. Answering all my questions and even demonstrating how and what would be of best use for my business needs. I thank you Callie Friedman.
Reply from Lightspeed HQ2026-07-10
Hi Rene,
We are so happy to hear about your positive experience with us!
It's wonderful to know that our team could demonstrate the best for your company.
We appreciate you recognizing our commitment to putting customers first and are thrilled that our tools can be so helpful for your business needs.
Thank you for sharing your feedback!
Your Lightspeed Team
R
Richie Lewis · 3 reviews · Experienced 2026-07-02 ·
★★★★★
13 Years of Loyalty Ended by a Billing Policy
We have been customers of Vend, and later Lightspeed, for approximately 13 years.
In June 2026, following the conflict involving Iran, our business in Dubai came under significant financial pressure. To improve cash flow, we decided that when our annual subscription expired on 22 August 2026, we would switch to monthly billing instead of renewing for another year.
On 16 June 2026, approximately two months before our annual subscription was due to expire, we selected the option to change our billing cycle. We believed this would simply change our next renewal from annual to monthly.
Instead, Lightspeed immediately terminated our prepaid annual subscription, despite there still being more than two months remaining on it, and replaced it with a new monthly contract. The unused portion of the annual subscription was converted into account credit and applied against monthly invoices. The result is that Lightspeed is now attempting to charge us an additional monthly payment on 16 July, even though our service had already been paid for until 22 August before we made the billing change.
This outcome was not clear to us when making the billing change. Had we understood that changing the billing cycle would immediately terminate our annual subscription, we would never have proceeded.
We contacted Lightspeed immediately, explained that this was not our intention, and asked them to reverse the change. They refused, stating that the system had processed it correctly and that it could not be undone.
As a result, we have decided to develop our own POS platform rather than continue with Lightspeed. Despite explaining that we no longer require access after 16 July, Lightspeed maintains that we must still pay another monthly invoice because, in their view, the annual contract had already been replaced by a monthly contract.
What made matters worse was their interpretation of the cancellation policy. Although they describe it as a 30-day notice period, when we gave notice on 2 July they advised us that our account could not be cancelled until 16 August because cancellations can only take effect on a billing anniversary. In our case, this effectively meant giving around 45 days’ notice rather than the advertised 30 days, and paying for another month of service that we neither wanted nor needed.
After 13 years as a customer, we expected someone to apply a degree of common sense and resolve what was clearly an unintended billing outcome. Instead, every response focused on explaining what the system did rather than whether the outcome was reasonable or whether there was any willingness to exercise discretion for a long-standing customer.
Ironically, this experience pushed us to build our own POS system. Using AI and Replit, we were able to build software tailored to our business in around a week, despite having no previous software development experience. The total cost to build it was approximately one-third of what we previously paid for a single year of Lightspeed, and our ongoing operating costs are expected to be around 11% of our previous annual subscription.
AI is changing the software industry. The technology itself is no longer the barrier it once was. What businesses will increasingly pay a premium for is excellent customer service, flexibility and trust. That’s exactly where Lightspeed let us down. After 13 years as a customer, it was disappointing to discover that loyalty counted for so little when a genuine mistake occurred.
If there’s one piece of advice we’d give other small businesses, it’s to seriously consider whether they still need to rent expensive off-the-shelf software. AI has made custom software far more accessible than most people realise, and when customer service disappears, it becomes much harder to justify paying a premium for a commercial platform.
The software itself served us well for many years, but the way this issue has been handled has completely eroded our confidence in Lightspeed and has brought a 13-year business relationship to an end.
Reply from Lightspeed HQ2026-07-09
Hi Richie,
Thank you for your 13 years of incredible loyalty. We are truly sorry that our long relationship has ended on this note.
We want to assure you that your feedback has been heard in front of Management. Our Account Management team is aware of the exact issues you raised and has been actively communicating with you to review these details.
While we never like losing customers like you, we have much respect for your business.
We wish you and your team the absolute best, moving forward!
Your Lightspeed team
Lightspeed was quick to respond to my call. A technician was sent to the home to test for mold/fungus. We had results in 24 hours! They answered all my questions and broke it down into layman's terms. Fantastic service
Reply from Lightspeed HQ2026-07-10
Hi Kathleen,
We're so happy to hear about your positive experience!
The Lightspeed Team
Shelfie an amazing job! I’m so grateful he actually took the time. He took 45 minutes on the phone with me to walk me through some issues. I was having with my payment system and getting things lined up for an event I have coming. I’m so so grateful every time I call light speed for something. I always got a great agent. This agent did exactly what I wanted and more. Thank you guys. I truly truly appreciate it.
Reply from Lightspeed HQ2026-06-19
Hi Neftaly,
Thank you so much for the great review!
We will surely pass the message along, internally.
All the best,
Your Lightspeed Team
The software is bordeline a joke. Sync issues and so many bugs. Back office reports do not match the reports on the devices, leading to highly confusing cashing up and other issues. Stock / inventory module cant understand you sell items in different formats or servings. Waste of time and money.
Reply from Lightspeed HQ2026-06-22
Hi Mikey,
Appreciate you taking the time to write this feedback.
We were unable to track your account and would like to review this immediately with Management.
If you’re open to it, please send over your account details to [email protected] and we can get the right team in front of this.
All the best,
Your Lightspeed Team
Lightspeeds customer service is literally the worst I have ever had to deal with, no empathy or knowledge of the issues of their products, just arguments and headaches. Ive been forced to switch to manually taking payments because the card reader keeps shitting the bed its totally worthless, highly suggest going elsewhere and saving yourself the stress and headaches.
Reply from Lightspeed HQ2026-06-18
Hi Nicole,
Appreciate you taking the time to write this feedback.
We were unable to track your account and would like to review this immediately with Management.
If you’re open to it, please send over your account details to [email protected] and we can get the right team in front of this.
All the best,
Your Lightspeed Team
D
Dave Bay · 1 review · Experienced 2026-06-16 ·
★★★★★
Continues to Charge us. They owe over $3,800 after we cancelled
We were with Lightspeed Retail, Golf and Restaurant from 2019 to April 2026. The software needs a major upgrade especially Retail and Golf. The worst part is after we cancelled our subscription they have continued to charge us. They owe us over $3,800 as of this date. I have emailed and called, no one will answer. Do not do business with this company.
Reply from Lightspeed HQ2026-06-18
Hi Dave,
Appreciate you sharing this feedback.
We want to make sure the right manager gets in front of this situation and we move forward to next steps.
If you're open to it, please reach out to [email protected] and we will address this.
All the best,
Your Lightspeed Team
