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
J
Josh · 1 review · Experienced 2026-03-25 ·
★★★★★
Positive experience with Lightspeed POS, terrible experience with Lightspeed Payments
We’ve had an overall positive experience using Lightspeed for our business operations, particularly with their POS system. However, we’ve encountered an issue with Lightspeed Payments that has been frustrating and remains unresolved.
Our account was approved at a processing rate of 1.75% + $0.10 per transaction. Beginning around August 2024, we noticed our rate had increased to 2.1% + $0.10 without clear communication or supporting documentation.
We brought this to Lightspeed’s attention and, in September 2025, received written confirmation that the rate would be corrected. While we appreciate that acknowledgment, the issue was not corrected fully until March of 2026 after additional requests to correct the rate had to be made. We are still seeking clarity on the cause of the change, as well as reimbursement for the excess fees charged during this period.
Additionally, the inconsistency across our multiple locations—where some accounts remained at the agreed rate while others did not—has added to the confusion.
We value our relationship with Lightspeed and are hopeful this matter can be resolved promptly and transparently. Clear communication and follow-through would go a long way in reinforcing trust.
If this issue is addressed appropriately, we would be happy to update this review accordingly.
Reply from Lightspeed HQ2026-03-27
Hi Josh,
Thanks so much for the honest feedback.
We’re really glad the POS is working well for your business, but we totally hear you on the frustration with the payment rates and the back-and-forth—that’s definitely not the experience we want for you, especially across multiple locations.
We’d love to get this in front of Management to action next steps accordingly.
Please reach out to us at [email protected] with your account info so we can jump on this and get those next steps moving.
We value the relationship and look forward to getting this sorted!
All the best,
Your Lightspeed Team
Lightspeed Does NOT Protect Its Merchants.
I had a very frustrating and concerning experience with Lightspeed POS.
My business (Roberio Cycling Lab) had multiple transactions that were legitimate, documented, and properly authorized by customers. Despite this, Lightspeed classified them as fraudulent and processed chargebacks without properly reviewing the evidence.
We submitted all documentation proving the transactions were valid, but Lightspeed still reversed the payments. This resulted in direct financial loss to my business.
What is most alarming is how unprotected merchants are on this platform. It feels like the system automatically sides with the customer, even when there is clear proof that the transaction is legitimate.
Customer support was not helpful, and even after opening a ticket (#6001141), no real solution was provided.
If you are a business owner, be very careful when using Lightspeed. You may end up paying the price for fraudulent disputes with no support from the platform.
Very disappointing experience.
Reply from Lightspeed HQ2026-03-27
Hi Daiane,
We appreciate you sharing your experience.
We’re sorry for the frustration this has caused your business, and we want to make sure your documentation and challenges are getting the right eyes on it.
We’ve already brought this directly to our management team for review. Someone should be reaching out shortly if they haven’t already.
All the best,
Your Lightspeed Team
A
Anonymous user · 1 review · Experienced 2026-03-24 ·
★★★★★
Beyond extraordinary customer support I…
Beyond extraordinary customer support I went through three different calls all through zebra trying to figure it out all three calls with zebra where followed by them hanging up on me But lightspeed helped and went above and Beyond helping find a compatible model for zebra and was able to help guide me and answer all my questions and concerns both I and my boss are Beyond greatfull for such outstanding support 100/10 will definitely recommend
Reply from Lightspeed HQ2026-03-27
Hi there,
Thank you so much for this! We're so glad we could provide exceptional support and guide you throughout your process.
We appreciate you sharing your positive experience and are grateful for your recommendation.
We'd love to pass along this feedback - feel free to share your account details so we can do so, accordingly.
All the best,
Your Lightspeed Team
s
stephen Castillo · 2 reviews · Experienced 2026-03-24 ·
★★★★★
this company is doing the best it can
this company is doing the best it can.
thanks to Nickson he was able to help me fast with my menu set up.
Reply from Lightspeed HQ2026-03-27
Hi Stephen,
We appreciate your positive feedback. We're happy to hear that we could assist you promptly with your menu setup. Thank you for your kind words!
All the best,
Your Lightspeed Team
Oliver Hu made my experience with Lightspeed excellent. Oliver listed to my total business scope and then offered a zoom where he specifically highlighted the areas that were most important to me. Oliver is friendly, professional, and very well versed in the system. I also appreciate that I asked a question regarding barcodes and while he did not have the answer immediately he asked for a few moments to source it and came back w every detail I could of wanted on the barcode option. I am very excited for the on-boarding process and hope the employee I work with next is as good as Oliver has been.
Reply from Lightspeed HQ2026-03-27
Hi Jennie,
We're happy to hear that your experience was so positive.
We appreciate your feedback regarding the support you received. We're also glad the information about barcodes was helpful.
Excited to be with you on this journey!
Your Lightspeed Team
We signed up with Lightspeed and explained that we would have two distinct groups for onboarding. The remote staff that would run the inventory and purchases. Then once we got the store going we wanted to onboard the first retail employees that would actually work in the store. Now that the store has opened and we have requested onboarding for the retail it has been denied. Even though we had requested that before we even signed up. Not one employee working in the store was given onboarding. Such a small issue of customer service just completely fumbled.
Reply from Lightspeed HQ2026-03-27
Hi Mike,
We appreciate you sharing your experience. We never like to hear about onboarding issues for your retail staff.
We've made aware to management about this review and someone will be in touch for next steps - If not already.
All the best,
Your Lightspeed Team
H
Hailey · 1 review · Experienced 2026-03-25 ·
★★★★★
Big City equipment
I am with Big City equipment, and we have a lot of really strange little things we need within the system .. and I am learning so I mess up stuff a lot.. lol .. The team is always super helpful in either fixing what I messed up, or helping me figure out the best way to meet the needs I currently have. Would definitely recommend to people in the future
Reply from Lightspeed HQ2026-03-27
Hi Hailey,
We appreciate you taking the time to leave a review!
So glad to hear that our team has been helpful as you learn the system and address your unique needs.
Looking forward to continuing to support you in the future!
Your Lightspeed Team
Great experience overall.
The whole process was great and efficient. I was able to talk directly to the sales team to get a quote on the software and hardware.
After the purchase everything was set up quickly, I was able to instantly start using the software while waiting for the hardware to come in which only took 2 days to come in.
The onboarding process was 10/10 for sure. Kanwal was great and every meeting we had she would ask questions for me and answer any questions I had. I also emailed her a few times for some pointers and she would reach back out to me very quickly. The hardware was easy to set up and very high quality. Excited to start using LightSpeed starting next week full time. Appreciate all the help from the team!
Reply from Lightspeed HQ2026-03-27
Hi there,
We're glad you enjoyed your experience! It's great to hear the process, from getting a quote to onboarding, was positive.
Thank you for your feedback, excited to be apart of your journey!
Your Lightspeed Team
C
Consumer · 1 review · Experienced 2026-03-22 ·
★★★★★
Rude Sales Rep
I have been in the process of finding a new pos system for our business, at first lightspeed seemed like such a good option, but after reading reviews, and talking to other companies I feel otherwise. Very pushy and rude, not a fan of the learning diffrent things about them that they could have told me before.
Reply from Lightspeed HQ2026-03-27
Hi there,
Thank you for being so candid with us. We’re genuinely sorry to hear that your experience during this research phase hasn't felt right.
Choosing a POS is a huge decision, and it should feel like a partnership, not a high-pressure sales process.
We’d appreciate the chance to clear up any of those details you mentioned and ensure you have the full picture, regardless of which system you choose.
Please feel free to also reach out to us at [email protected] with your account info so we can proceed with next steps.
We’d love the opportunity to earn back your trust.
Your Lightspeed Team
G
Gary Codner · 1 review · Experienced 2026-03-11 ·
★★★★★
Act of humanity
Although we waited several days for a resolution, Tristan ultimately delivered one of the strongest examples of advocacy and customer service we’ve experienced in nearly five years of operating our business.
Following the devastating impact of the largest Category 5 hurricane in the Western Hemisphere in modern history, our business was severely affected. Tristan approached the situation with a level of humanity and care that we will not forget.
He actively advocated on our behalf and successfully secured a refund for the months during which we were unable to use our license. He went above and beyond to provide meaningful relief at a time when it was most needed.
Reply from Lightspeed HQ2026-03-20
Hi Gary,
This is a stunning review - Big thank you for sharing! So glad to hear about the positive impact our team had during such a difficult time for your business.
Always here in the future for anything else!
All the best,
Your Lightspeed Team
A
Anonymous · 5 reviews · Experienced 2026-03-18 ·
★★★★★
Nick
Nick, make my day. Best customer service.
Reply from Lightspeed HQ2026-03-20
Hi there ,
Thank you so much for this review! We're so happy to hear about the excellent service you received!
We'll surely pass this along internally - they'll love to hear this.
All the best,
Your Lightspeed Team
R
Robert · 1 review · Experienced 2026-03-19 ·
★★★★★
Not worth it for larger businesses.
I've been working with Lightspeed for about 5 years now. Overall I'd say my experience with them has not been very good at all.
Prices: The prices are lower compared to some competitors, but it comes with its pitfalls. Many necessary eCom options are pay-extra-to-use.
Software: The software is easy to use and pleasant on the eye, but for eCom, the quality is poor. It's missing many options which should be a standard in eCommerce. Their focus seems to be on finding a way to charge a person to use a new function instead of fixing and implementing it into their sofware. Besides bugs, we've had many issues with synchronisation between our stores.
Support: The support is very kind, but (on average) extremely unhelpful. Finding workarounds yourself is often a better time spend than talking to support.
We are suppose to have a dedicated account manager too, but he is more abscent and unhelpful that I almost forgot mentioning him.
Conclusion:
In short, Lightspeed is re-active when they should be pro-active. Focusing on quick monetization instead of offering a long-term quality product.
If you're a single restaurant owner and want to use a easy/cheap software service, I could recommend Lightspeed.
If you're a 7 figure eCommerce business like us, I would definitely recommend looking elsewhere, cheaper is not always better.
Reply from Lightspeed HQ2026-03-27
Hi Robert,
Thank you for sharing your experience and long partnership with Lightspeed!
We're sorry to hear that our eCom options, software synchronization, and support have not met your expectations for your business size.
If you're comfortable sharing your account details, please reach out to [email protected]. We'll make sure to get the right manager in front of you to address these concerns directly.
All the best,
Your Lightspeed Team
J
JB Blau · 1 review · Experienced 2025-12-18 ·
★★★★★
Fraud
Fraud. Cancelled our account years ago and every year they continue to charge our fee and ignore us after we email and call 20+ times. They are unethical and deceitful. Run away. We had them at multiple locations and now had this experience at two of them even after notifying them it continues.
Reply from Lightspeed HQ2026-03-20
Hi JB,
We appreciate you bringing this to our attention. regarding the past little while + experience you've had.
We're investigating this thoroughly with management and will be in touch shortly to discuss next steps.
All the best,
Your Lightspeed Team
Elijah was absolutely wonderful in the entire setup and on-boarding process. From initial contact to signing up, he helped me with any questions as well as went above and beyond to make sure I’m taken care of. Couldn’t have asked for a better rep from the Lightspeed team!
Reply from Lightspeed HQ2026-03-17
Hi Navdeep,
We appreciate your positive feedback and are so glad that you felt supported and taken care of.
Happy to hear that the onboarding process was a helpful for you!
All the best,
Your Lightspeed Team
V
Ve Lu · 1 review · Experienced 2026-02-25 ·
★★★★★
Customer request ignored for 2 weeks
Customer request ignored for 2 weeks – serious business damage caused
I run a business (KYO LE UG, i. Gr.) and use Lightspeed as my POS system. On February 25, 2026, I submitted a fully completed account transfer form with all required details: company name, address, IBAN, BIC, SEPA authorization, and contact information.
What followed was complete silence. No confirmation, no processing, no response. I had to follow up myself on March 3, 4, and 6, each time stressing the urgency – as the delayed transfer was causing daily revenue loss for my business.
On March 10, 2026, I finally received a reply via Ticket #59***** – only to be asked to resubmit the exact same data I had already provided two weeks earlier. My original email was clearly never forwarded internally or simply ignored.
This is not an isolated mistake – it reflects a structural failure in Lightspeed's customer support. For a company charging premium monthly subscription fees, this level of service is unacceptable. I have formally demanded resolution within 24 hours and reserve the right to take legal action.
Reply from Lightspeed HQ2026-03-17
Hi there,
We sincerely apologize for the delay and the frustration this has caused your business. We recognize that this is more than just a support ticket and never want to have our customers feel like this.
Your case had been immediately escalated to our senior management team to discuss the next steps and ensure this is resolved moving forward.
A member of our leadership team will reach out to you directly to provide a final resolution.
Thank you for your patience while we fix this immediately.
Your Lightspeed Team
I'm Jess Palacios with Cascade Bikes in Oregon. I had the pleasure of working with Mike Szeto. Mike was very efficient and understand our financing needs. I believe it was four days from first contact to funds in the bank. He called after funding just to make sure everything went smoothly and to make sure I was satisfied.
Reply from Lightspeed HQ2026-03-12
Hi Jess,
We're so glad to hear about your experience - This made our day. It's great that the process, from our initial conversation to funding, was so quick.
We appreciate your feedback!
Your Lightspeed Team
P
Porche · 1 review · Experienced 2026-03-09 ·
★★★★★
Nickson has been very helpful
Nickson has been very helpful. He help us solved the problem we have.
Than you.
Porche
Yakiniku Futago USA
Reply from Lightspeed HQ2026-03-12
Hi Porshe,
We're so happy to hear that we were able to help resolve the issue you experienced!
Thank you for taking the time to leave us this positive feedback.
Your Lightspeed Team
M
Michael Turcotte · 1 review · Experienced 2026-03-10 ·
★★★★★
Roman was Quick- professional and…
Roman was Quick- professional and helped me navigate and resolve my trouble in real time! Roman needs a pay increase
Reply from Lightspeed HQ2026-03-12
Hi Michael,
Love to hear that you had a positive experience! We appreciate your feedback- we'lll make sure to pass it along.
All the best,
Your Lightspeed Team
They were quick and very friendly. They were knowledgeable and able to explain everything in a way I could understand.
Reply from Lightspeed HQ2026-03-09
Hi Team,
Thank you you so much for this feedback - We're happy to hear that our team provided you with quick, friendly, and knowledgeable service.
We appreciate you taking the time to share your positive experience!
Your Lightspeed Team
I had been using QuickBooks Point of Sale for 25 years. Due to QB discontinuing their point of sale software, I was forced to start doing research on a replacement for my retail store. This was very intimidating after using the same software for so long, so believe me I took my time. It was important to me to find a point of sale system that would be easy to use and that would make the transition as seamless as possible, with good technical and training support. After looking into my options, I decided to go with Lightspeed Retail X-series. I am so thankful that I did. The support that I've received from everyone has been outstanding. They don't wait for me to contact them. They check in with me to see how everything is going and if I need help with anything. The integration between my QuickBooks Desktop Pro that I use for my financial software and Lightspeed has gone well too, which was a big concern. The few little "kinks" were a simple fix. Again, I can't say enough about the support from Lightspeed. Thank you for making this big transition as simple as possible. I give you an A+
Cindy L- Business Owner
Reply from Lightspeed HQ2026-03-09
Hi Cindy,
Wow this is amazing feedback - We appreciate you sharing your experience! We're happy the transition to our retail X-series went smoothly, especially with the QuickBooks integration.
It's great to hear our support team was helpful and proactive during this change!
So happy to be apart of your journey!
Your Lightspeed Team
