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Lightspeed eCom Review

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Date Established
2016
Location
Montreal, Ottawa, New York, Olympia, London, Ghent, Amsterdam, and Brisbane

Pros

  • Easy to use
  • Advanced features
  • Scalable

Cons

  • Poor customer service
  • Expensive monthly cost
  • Limited payment gateway integrations

Overview

You may know Lightspeed as a popular retail and restaurant point of sale system. But in March of 2016, Lightspeed introduced something new–a cloud-based eCommerce solution that’s easy to use and (unsurprisingly) easy to integrate with Lightspeed’s POS offerings.

Lightspeed did not build their shopping cart from scratch. Rather, they acquired former eCommerce solution SEOshop, flipped it to fit their business, and launched it in less than a year. That’s quite the turnaround!

Fortunately, Lightspeed is no stranger to expansion. The company currently supports over 50,000 businesses in 100+ countries and helps merchants process around $15B annually.

Keep reading for a full analysis of Lightspeed eCom. We’ll cover pricing, ease of use, web design, quality of customer support and more.

RestaurantRetaileCommerce

Lightspeed Restaurant

Lightspeed Retail

Lightspeed eCommerce

Premium Restaurant POS

Premium Retail POS

eCommerce Integration

Get Started

Get Started

Get Started

$69/month

$99/month

$59/month

14-day free trial

14-day free trial

14-day free trial

No commitment

No commitment

No commitment

No credit card required

No credit card required

No credit card required

Pricing

Lightspeed eCom offers a free 14-day trial (no credit card required) so you can test out their product for yourself before you commit to a plan.

Lightspeed eCom is offered via a monthly subscription model, though there are discounts available for merchants who purchase multiple years at a time.

Lightspeed offers plans in three separate tiers. Each step up comes with more features and the ability to add more products and user accounts. Lightspeed only lists the Small plan on their pricing page, but we’re listing information for all three plans below:

Small: $59/Month With Annual Plan

  • 250 Products
  • 1 User Account
  • Omnichannel Capabilities
  • Sell Nationally
  • Personalized Onboarding
  • 24/7 Support
  • Import & Export Tools
  • Reporting Dashboard
  • App Store
  • SEO
  • Return Management System

Advanced: $99/Month With Annual Plan

  • 5,000 Products
  • 3 User Accounts
  • Sell Internationally
  • Blogging Features
  • Checkout A/B Testing
  • API Access
  • HTML/CSS Customizations

Professional: $199/Month With Annual Plan

  • 15,000 Products
  • Unlimited User Accounts
  • Wholesale Capabilities
    • Discount Rules (Advanced Discounts)
    • Registration Approval System
    • Hide Prices Until Login
    • Cart For Registered Users

Lightspeed eCom also offers enterprise level solutions for companies with over $300,000 in annual revenue.

Cloud-Based Or Locally-Installed

Lightspeed eCommerce is a cloud-based service. Lightspeed will host your site on their servers.

Specific Size Of Business

Lightspeed fits most mid-size to larger business. The pricing for a basic plan may be a bit steep for start-ups and smaller businesses (especially since a lot of features are only available on higher plans).

Hardware & Operating System Requirements

None. You’ll just need a secure internet connection, a computer, and an updated web browser.

Ease Of Use

Lightspeed offers a free 14-day trial of their software. Simply enter in some basic contact information, and you’ll gain access to a full demo of the software.

When you first log into your platform, you’ll find a short getting-started guide that shows you where to enter basic information.

I started by adding a product, which is a two-step process. On the first page, you’ll enter basic information about the product.

Then you’ll be redirected to a second page that asks for more details. You can add additional content, as well as information about inventory, attributes, product sets, SEO, quantity discounts, custom fields, related products, etc.

Lightspeed’s discount function follows a similar two-step model. The first page lets you create the discount, and the second page lets you set your discount to apply to a specific product or category.

All in all, Lightspeed eCommerce offers an intuitive, easy-to-learn dashboard that would work just fine even for merchants with no previous online selling experience.

Features

Lightspeed eCommerce comes with enough features to fit the needs of most merchants. The real trouble is that in order to access those features, you might have to pay more than you would with other eCommerce platforms. (In my opinion, advanced discounts should be available to every merchant on every plan.)

You can find all of Lightspeed eCom’s features listed across several tabs on Lightspeed’s website. I’m including an abbreviated list below. Remember: Some of these features are only available on higher plans.

Platform Features

  • Unlimited Bandwidth: Never worry about bandwidth overage fees.
  • 99.94% Availability: Lightspeed eCom has a reliable uptime record.

Inventory & Order Management

  • Variations: Allow customers to choose between various sizes and colors. Keep track of your inventory based on those variations.
  • Bulk Import/Export: Make bulk edits easier and faster.
  • Order Management & RMA: Manage order processing and returns in the admin.

Storefront Features

  • Integrated Shipping: Connect with major mail carriers to provide real-time shipping rates. List shipping costs automatically, and let customers track their packages’ progress.
  • Automated Tax Calculation: Show estimated tax rates at checkout.
  • Checkout Options: Choose between multi-step checkout, one-page checkout, and one step checkout. You can also let customers check out with an account or check out as guests.
  • Multicurrency: List prices in local currencies.
  • Multilingual: You can set your site to display in Spanish, French, Dutch, German, Italian, Greek, Turkish, Portuguese, Polish, Russian, Norwegian, Danish, or Swedish.
  • Product Images: List up to ten images per product.
  • Faceted Search: Help customers find what they’re looking for faster with a search tool that narrows product by price, size, etc.

Marketing Features

  • Discount Rules: Create complex discounts like BOGO discounts, percentage discounts for top visitors, free shipping coupons, etc.
  • Social Media Marketing: Connect your site to Facebook to push your products to social media.
  • Blog Feature: Create and maintain a regular blog to retain more customers and boost SEO ranking.
  • Customer Reviews: Let customers leave comments on your products.
  • Upsell & Cross-Sell: Display related products to encourage more purchases.

SEO Tools & Reporting

  • Basic SEO: List metadata, page headings, product tags, product descriptions, links and meta descriptions to boost your SEO rankings.
  • Faster Loading Times: Lightspeed claims to have faster load times. Faster load times often lead to better SEO ranking.
  • Global SEO: Lightspeed reports that their SEO features work for both domestic and international search engines.
  • Reporting Dashboard: View sales, traffic, and orders.
  • A/B Testing: Use split testing to find out which checkout page works better than others for your target demographic.

Web Design

Lightspeed offers over 160 themes in their theme store. All of these themes are fully mobile responsive (your site will look great on desktop, tablet, and cell phones).

Ten of these themes are available for free, but the rest are billed on a monthly basis. The average price for a premium theme is between $10-$20/month.

Here are a few examples of Lightspeed’s free themes:

And here’s what the premium themes look like:

I’ve never seen a monthly-subscription model for web themes before. Most of the time, themes are available for purchase at around $80-$150. This monthly billing arrangement seems a bit pricey to me.

Lightspeed provides a couple of different ways to customize your site. If you don’t have much skill in web design, you can use Lightspeed eCom’s easy Theme Editor.

You’ll be able to upload logos and make changes to your site’s colors, fonts, banners, and more. Updating is very simple to do. And while you can’t see your changes on the same web page, you can view your changes immediately after you make them in a new tab.

I turned my site’s background hot pink (for the good times). It took me exactly two clicks to do.

On the other hand, if you are a bit more experienced with web coding, (and you’re on at least the Advanced plan), you can access your site’s HTML and CSS to make larger changes.

A word of warning: Once you make these kinds of changes to your site, you automatically disqualify yourself from any support on Lightspeed’s part regarding your storefront. This is actually fairly typical in the industry. The best advice is to just not make changes to the source code unless you know what you’re doing.

Lightspeed eCom warning

Integrations & Add-Ons

Lightspeed eCom offers over 90 different integrations for their platform. Here’s a brief list of a few popular extensions:

  • MailChimp: Email marketing software. Integrate for $5.99/month.
  • Zopim Live Chat: Customer service solution. Integrate for $4.95/month.
  • Zendesk: CRM software. Integrate for $18.00/month.
  • FOMO: Display recently purchased products. Pricing is variable.

In order to use these software programs, you will have to pay for both your subscription to their service as well as a small monthly integration fee.

Payment Processing

Lightspeed eCom integrates with five popular payment gateways, which you can find in Lightspeed eCom’s admin. They are:

  • Cayan
  • Stripe
  • PayPal
  • 2Checkout
  • Authorize.Net

You can also let customers pay by invoice, at pickup, or via bank transfer.

I’m not super excited by the payment options Lightspeed eCom allows. While the five options presented are very common in the industry, it’s a significantly more limited selection than most eCommerce platforms offer.

Customer Service & Support

Lightspeed eCom offers both personalized customer support and self-help resources to their merchants. It’s nice that all merchants are able to contact representatives by phone. Here are the types of support that Lightspeed provides:

  • Phone Support
    • North America: 866-932-1801
  • Resources: White Papers (free guides and best practices) and Webinars
  • Blog: Tips and success stories
  • eCom Help Center: Answers to your questions
  • Web Ticket: Located under “Submit a Request” in the eCom Help Center.

Negatives Reviews & Complaints

I’ve scoured the web for customer reviews of Lightspeed eCom. I found that while Lightspeed POS reviews are available in abundance, it’s a little more difficult to find complaints that pertain specifically to the eCommerce software. Here’s what I found:

  • Poor Customer Service: Some users are dissatisfied with Lightspeed’s customer service. I have seen numerous reports of long hold times. Customers also state that Lightspeed has a habit of not getting back in contact with their customers.
  • Bugs: Customers often mention glitches and bugs in the software.
  • Missing Features: Lightspeed eCom does not include as many features as other SaaS solutions. In many cases, you have to add basic features with extensions. These extensions come at a cost, which makes many users feel as though they have to pay fees for everything.

Positive Reviews & Testimonials

We were also able to find a few positive reviews from current users. Here’s what they frequently mention:

  • Ease Of Use: Users like that it’s easy to start setting up your online store. You’ll be able to find features and add products with no trouble.
  • Integrates With Lightspeed POS: If you’re running both an online and offline store, you can easily sync your inventory and sales stats with Lightspeed’s POS solution.
  • Scalable: Lightspeed can handle mid-size to larger businesses. Customizable templates let you make changes to the look and feel of your site.
  • Good Support: Some merchants have had good experiences with Lightspeed eCom’s support team. It is very common to see mixed reviews of eCommerce platforms’ support teams.

Security

Lightspeed provides a fully-hosted eCommerce solution. All of your site’s information will be stored on their servers (which, by the way, are located around the globe for faster content delivery). Your information will be backed up hourly.

You will also receive a free 256-bit SSL certificate. Alternatively, you can purchase your own SSL certificate for €12.99/month or about $15/month USD. (Purchasing an SSL certificate will turn the “https:” section of your URL green, which lets customers know that your site is secure.)

Final Verdict

In general, my feelings about Lightspeed eCom are neutral. They seem to offer a good range of features, they provide acceptable web design options, and they’ve got killer SEO functions.

However, I am a bit wary of their pricing model. In order to receive all of the features most eCommerce businesses need, you’ll have to spring for the Advanced plan at $99/month. Additionally, I was surprised by Lightspeed eCom’s subscription pricing for their themes. I think I would grow to resent that continued expense as a customer.

On the other hand, if you currently run a brick-and-mortar business and are using Lightspeed for your POS system, Lightspeed eCom makes a lot of sense. Lightspeed eCom integrates easily with your POS to make inventory management (on and offline) a whole lot easier.

Here’s the bottom line: if you’re a current Lightspeed POS (see our review) customer (or are considering becoming one), you would do well to take a look at Lightspeed eCom’s free trial. Otherwise, you should probably consider a few of our favorite alternative eCommerce solutions instead.

RestaurantRetaileCommerce

Lightspeed Restaurant

Lightspeed Retail

Lightspeed eCommerce

Premium Restaurant POS

Premium Retail POS

eCommerce Integration

Get Started

Get Started

Get Started

$69/month

$99/month

$59/month

14-day free trial

14-day free trial

14-day free trial

No commitment

No commitment

No commitment

No credit card required

No credit card required

No credit card required

Liz Hull

Liz Hull

Liz Hull is an eCommerce Writer for Merchant Maverick. In her two years with Merchant Maverick, she has tested and reviewed over 40 eCommerce platforms and published two ebooks on the topic of online selling. Liz has also been published in Startup Nation and Home Business Magazine Online. Liz has a BA in English and Spanish from George Fox University.
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29 Comments

Responses are not provided or commissioned by the vendor or bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the vendor or bank advertiser. It is not the vendor or bank advertiser's responsibility to ensure all posts and/or questions are answered.

    EDSON DE FREITAS

    Organization Name: ANGEL BOUTIQUE

    When my wife chose to integrate Lightspeed Retail, which we were using for 5 years, with Lightspeed Ecommerce to launch our new clothing website. I was really scared about how to do it. I really got lost at the beginning and decided to hire an outside company to do some needed customization. After 6 months with not much progress I’ve decided to finish it myself, and for my surprise Lightspeeed now had a great customer support, where I could talk to a real person, who would join my screen and show me what to do and how to proceed. Now I thank my wife for her choice because Lightspeed deserve all the growth and success they’re having. Congratulations to all Lightspeed Team!

    5
    • Organization Name: ANGEL BOUTIQUE
    Dan

    Organization Name: Solon Bicycle

    We love Lightspeed for both POS and Ecommerce. Every system has it’s flaws, but let’s focus on the great things about it. The price is extremely competitive. It’s way simple to use. You can work from anywhere. It integrates easily with tons of apps. Best of all, it’s incredibly professional looking and easy to personalize!

    4
    • Organization Name: Solon Bicycle
    Jen DeLand

    Organization Name: Bargain Box & Bunks

    We have been very pleased with Lightspeed POS and E-Com so far. We started the first 6 months with only the retail portion to get our staff acquainted with the program. Prior to Lightspeed, we did everything via paper….lots of handwritten paperwork. Now, I can check sales and projects in cue anytime without having to physically be near a receipt book. It’s cut my time “doing numbers” at the end of the week considerably. There are other programs that offer more, but also come with the pricetag. No one likes paying a fee monthly for a service, but Lightspeed service has made that worth the money. Tech support via virtual tickets has literally fixed some of our problems during the night while I got to sleep. Now, that’s cool!

    5
    • Organization Name: Bargain Box & Bunks
    Elvira finh

    Organization Name: THE CALVARY CHAPEL BOOKSTORE

    Liz thank you so much for the information in this review it was so helpful

    5
    • Organization Name: THE CALVARY CHAPEL BOOKSTORE
    Shelby Lomen

    Organization Name: Whiskey Bent BBQ Supply

    I’m stepping into this project about half way through so I’m playing a bit of catch up on the learning curve. I had not heard of Lightspeed prior to this (as a Professional Photographer, I don’t do a lot with POS online systems) but I was amazed at how easy to use this platform is. The instructional videos are great and make walking through specific functions super easy to pick up. I’ve loved working with both Noor and Bryn, they have been extremely helpful, accommodating and professional! I will certainly recommend this platform to others and I look forward to learning more about it and ‘getting my hands dirty’ as it were!

    5
    • Organization Name: Whiskey Bent BBQ Supply
    Danielle DeFeo

    Organization Name: Oyster Belle

    This software is absolutely amazing. Shoutout to Jameela, who made the transition effortless, fun, and intriguing. You rock!

    • Organization Name: Oyster Belle
    Laura Chambers

    Organization Name: DARBY JONES

    We are extremely pleased with the wonderful, completely thorough, knowledgeable, professional and super friendly one-on-one support Bryn (eCommerce Product Specialist) has provided during our eCommerce on-boarding / set-up. We’re pumped to complete set-up and go live with Lightspeed eComm in the coming weeks especially since we can breathe with ease knowing our in-store inventory will be fully integrated with our eCommerce site! From day one we’ve found Lightspeed Sales, Customer Service and Product Specialist Support to be fantastic. Super prompt response (at any hour) and much appreciated methodical guidance along the way for each step of set-up or working through a task we have stumbled on. Special thanks to Bryn for sharing her expertise (and offering future help as the need arises) and to all at Lightspeed! We researched at great length, spoke with numerous POS companies and Retailers from various states across the country, prior to making our decision to go with Lightspeed POS and eCommerce. We are confident we made the right choice in what we consider to be one of the most vital investments to the future success of our business.

    5
    • Organization Name: DARBY JONES

    This comment refers to an earlier version of this review and may be outdated.

    Erik Borgstrom

    Organization Name: Poundsign Media

    They don’t have poor customer service, they have no customer service. I’m still waiting on callbacks from late November, and it’s March 1 as I write this.They will not help you, have no idea how to run their own products, can’t tell you basic features (such as optimized logo sizes for different templates) and if you want to change ANYTHING on your ecommerce site, it resets THE WHOLE SITE and you have to start from scratch.It won’t let me give zero stars, though they do earn the one. If you can actually manage to get a site or POS up and running, the interface is great. Everything else about the company is awful, and I wouldn’t only steer clear, I WOULD RUN.

    1
    • Organization Name: Poundsign Media

    This comment refers to an earlier version of this review and may be outdated.

    Yan

    Organization Name: Le Coin Badminton

    While Lightspeed eCom lists a bunch of interesting features, it is still a very immature platform that is not worth the price for now.Many of its features are bugged or incomplete, and the rest are hidden behind monthly pay walls. Want a good theme ? It’s 25$ / month. Want to sync your newsletter subscribers with Mailchimp ? It’s 7.50$ per month. Want to limit coupon uses for certain products, categories or customers ? That’s 140$-200$ per month (seriously!!). These things are all free with every other platform on the market.Customer support, while fairly accessible even though they removed the live chat, just assumes that their platform is flawless. It gets frustrating quickly when trying to report bugs (which happens almost every time I log on).I could not recommend Lightspeed eCom to anyone. It is poor value for the (premium) price I am paying.I posted a review last year, and things were even worse (literally a 0/5 star). Over the last year, some bugs have been fixed and some other improvements have been made. eCom has gone from Completely Unusable to Somewhat Usable. Problem is, everyone is still paying 100% of the price for 10% of a solution.

    1
    • Organization Name: Le Coin Badminton

    This comment refers to an earlier version of this review and may be outdated.

    Jenny K

    Organization Name: Happily Ever Etched

    EXTREMELY POOR ECOMMERCE SYSTEM!We used LS Retail for about 2 years before making the jump to join Ecom last year. No complaints on the retail side. It did just what we needed it to do for our small boutique. We thought Ecom would be an easy and seamless way to get our shop online and managing inventory would be easy since the two systems are connected. After only a few months of launching our site, we are now learning that many of the functions/integrations are not up to par or even comparable to their competitors (like Shopify). Ecom is very expensive and not worth it at all! Stay away. Support is not helpful. Everything we’ve called in about ends up as the issue is not something that is fully integrated OR you need to upgrade to be able to make certain changes. The support people don’t really listen to the issue but more just read off from a manual it seems. Basic editing capabilities and navigation on the back end are very confusing and unorganized. Shipping profiles and Shipstation integration is a nightmare (it is not fully integrated). Payment solutions are not fully integrated– customers are able to submit orders without a successful payment. This makes no sense!! Refunds to your customer must be made by going through the payment solutions website. Monthly charges for themes is an absolute rip off. When I mentioned that this seemed expensive in comparison to Shopify, their sales team said that these fees go directly to the developer… and that was it. They have no control over them apparently. As a small business owner, my time is already limited as is and having to take out hours of my day to call support every other day is extremely frustrating and only to find out that my issue is not able to be resolved or I need to find a work around basically. I made the mistake of pre-paying for the service in order to get 40% off their rates so at this point complaining is probably going to do nothing for me. They’ve already taken my money and a lot of it! Very disappointed with Ecom. Feels like there are many holes in the development of the system. It is no where near as advanced as Shopify. We will taking our business off Lightspeed and would never recommend them.

    1
    • Organization Name: Happily Ever Etched

    This comment refers to an earlier version of this review and may be outdated.

    Greg

    We had the original Xsilva webstore, it was an absolute Dog. Went to Magento connector, became a bug ridden Dog. Reluctantly we have returned to new lightspeed ecom. I know its complicated and ecom is a “Buy an webstore company” and adapt to lightpeed, but I can see it will be great when it’s sorted.

    Some things of concerns to watch:

    ecom truncates urls from lightspeed descriptions, so if you are moving to and 301-ing be carefull of old lightpseed url length, nightmare if you weren’t told. ( short urls are ok as we tested, ommited to check long ones )

    Adding a product to brands category, changes the url ( acutally making it longer and yet it truncates as above?) with out a 301 WTF, they are an seo company.

    images are not your url they are /https://static.shoplightspeed.com/shops/0000/files/0060000/image.jpg Seo not cool.

    Polite Tier 1 are not aware of tier 2 issues , after a week and you get to tier 2 you get ” oh we knew that”

    Hopefully its not here we go again!

      This comment refers to an earlier version of this review and may be outdated.

      bruce

      Very frustrating, arrogant and indifferent company to deal with and would suggest staying clear of them. I have been a LightSpeed user for over a decade and deployed their awfully immature WebStore when it came out around 2007. Poured many dollars into it making it at least usable to the viewing public. Many features did not work as promised. However, being established on their ‘decent?’ POS backend (Lithspeled Onsite) was locked into it as at least the products I sold could be pushed out to a webstore. Well, they moved me to eCom in fall 2016, and it was a disaster! Not only surprise after surprise on the setup and subscription and then NO SUPPORT (read here: QUICK SALE) but it did not do the sole feature I need to have: at least two-tier pricing. IE wholesale and retail. I was promised it handled it. Well the SALESman I had no longer was their and they, after 3 months of pursuing, admitted to the mistake but then began the run-around to get them to stop billing me and refund the months of subscription. I have alternate Big Commerce and Shopify web stores running and Lightspeed really needs to pay attention; although I doubt they care.COMPLETELY AND FULLY OPPORTUNISTIC; once they have your money, forget it, your done, they’re onto another victim. I begrudgingly continued my support contract with Lightspeed Onsite (the backend we use I mentioned earlier) but be careful there as their US$ conversion is premium based if you are not in the USA. This leads me today to write this. Usually when they fix bugs in a release of OnSite, something else breaks, I mean really??? The last update broke their Accounts Receivable reporting; this they knew about. SO today I updated to 1.3.1.0 and it did fix the AR issue, but no longer can I integrate with my existing (legacy) WebStore which my wholesale business fully depends on. I called in and so far after 2 promises of being called right away nothing. When I call in, I get patched to the wrong queue and another promise to call. I have already been told I am outta luck basically but I only need to go back to the previous 1.2.9 which worked. This round and round, never will they pursue to resolve pattern, unfortunately, I have lived before. I will post the results if they choose to deal with it.In around 2005 when they got going they cared. I even ran a business where I sold and installed clients Lightspeed as a POS system. After some success, and their arrogance seemed to grow with their success, I stopped recommending and installing around 2009, as being a business owner there were workflow and logistic faults in the software that they NEVER dealt with. I could not put my name behind their product. They do not get the back-end at all in running a business and a business can not rely on their shoddy updating where they bring a new fluffy feature in (that has no real business value). Be prepared to always be in a compromise with their software. Many times their taxing processes have broken leaving your business charging wrong amounts of tax or reports not revealing the actual tax you need to remit! HUGE ISSUE and when you end up paying bookkeepers extra money, and hours fixing and damage control with clients and Government they could not even throw you a $100 bone on your next support subscription! I know the difference of having to compromise (massage) to use software for your business and being compromised by using the software! IE: still to this day, you can not do a search, review or report on any of your client’s PO numbers? This is BASIC business workflow I have recommended even a decade ago when I was installing and configuring software for clients’ businesses. This is a sales-driven company with no in-depth support. If you have something that is too invested in them to resolve, they’ll let you drop out the bottom and focus that investment on selling new clients. That seems to be their culture. I did eventually get a refund for that eCom mis-sale, after about 50+ hours of chasing. This, now, is my last hurrah with Lightspeed, a ‘valued’ client and previous install partner for over 12 years. NICE!

      1

        This comment refers to an earlier version of this review and may be outdated.

        Alison

        Hello Bruce,

        Thank you for your feedback. A member of our Customer Success Team will reach out to you in directly in the next 24 hours to discuss this further.

        Thank you for your patience.

        -Lightspeed Customer Success

          This comment refers to an earlier version of this review and may be outdated.

          Robby Yankush

          Lightspeed eCom has changed the way we do business! Thoughts of opening an ecommerce website is incredibly daunting, and in many retailers minds, an impossible feat. Lightspeed eCom proved that wrong., and has been the best decision we have made as a company this year. The site is secure, and the onboarding sessions help out so much. Lightspeed support is always on call, and its great. Your inventory syncs so well with your point of sale, and our used gear bussiness skyrocketed. The amount of control and customization you have with the site is great. Can’t recommend lightspeed eCom enough.

          5

            This comment refers to an earlier version of this review and may be outdated.

            Andrew

            We have been using eCom for about a month now and it has been a great experience. From the customer service to the software itself, it is pretty straightforward and just works. Whenever a question or issue arises, I don’t hesitate to call customer support as I know that there will be an answer or solution. The nice thing I like about calling them is that if there is a few people ahead of me in the queue, I have the option of leaving my number and having one of them call me so I don’t have to waste time waiting on the phone. When it comes to using eCom, it isn’t difficult to learn at all and is pretty painless to use. I like that I can customize everything about the website’s theme, right down to the code, to suit my needs. I also like that I can add notes to customers’ orders as this lets me keep track of issues in a more secure place rather than pen and paper. Overall, I would definitely recommend eCom to anyone who wants a simple, painless, easy-to-use program to manage their website.

            5

              This comment refers to an earlier version of this review and may be outdated.

              Jonathan

              I was hired as an IT pro to migrate a customer to Lightspeed. I have just under a decade in migrating large platforms and I have worked with numerous vendors over the years. Based on my experience, you can quickly assess which companies are “Sales Based” and possess no real infrastructure beyond the “Sale”. These companies usually have very slick front-end websites, but fall very short when assisting paying customers to actually make use of the service. It is unfortunate that Lightspeed falls into this category. Lot’s of promises up front, but obtaining capable support is not possible. Despite escalation and numerous phone calls and emails, not a single return contact was made within a week’s time. To be sure, you can get a tier 1 person within usually a day, but they are untrained and are able to answer only simplistic questions. When a request for a supervisor is made or an escalation is requested, communications cease. Compounding this problem is the telephone “Firewall” they have erected around anyone empowered to address even the most basic of concerns. Over a week’s time, I have been told supervisors are “Not Available” and will “Call Back” as soon as is possible. A weeks time to return a call to a paying customer is (far) more than sufficient time to allow. Unfortunately, once Lightspeed has your money, you as the customer are “SOL”! As a seasoned professional, it is my opinion that Lightspeed is a poorly run company and shows a troubling and dismissive attitude towards its paying customers. This “treatment” of its clients is well reflected in the reviews here. I am NOT a Lightspeed customer, as I am hired to work between the client and Lightspeed. As an IT professional, watching how this company treats its paying clientele has been disturbing.

              1

                This comment refers to an earlier version of this review and may be outdated.

                Roger Soffer

                Organization Name: Surya Spa

                We’d love to talk to you about your experience and consider employing you as we make a choice for a new POS. Thank you!

                Roger
                310 422 8039 (c)
                301 459 7715

                • Organization Name: Surya Spa

                This comment refers to an earlier version of this review and may be outdated.

                T K Simpson

                We switched from another cloud-based system to Lightspeed eCom when we installed Lightspeed POS in our store. After 10 frustrating months, we ate the last 14 months of our prepaid contract rather than continue to flounder around with this poorly designed eCom system. Among the many issues:1. Very limited range of features for the money. We were on the $99/mo plan, but would have had to go to the $199/mo plan to get features that our former (and now current) system offers in their basic $29/mo plan (such as limiting the number of times a customer can use a discount code).2. A product page interface that is very confusing for customers (pretty much the last thing you want in an eCom platform). If you have variants of your product (such a s size or color), it can appear that an item is out of stock because LS forces one of the variants to be the ‘default’ and if that one sells out, it seems that all the variants are sold out. The alternative is to go through the labor-intensive process of looking at every product on a regular basis and changing the ‘default’ to a variant that is in stock. In theory, these platforms should save work, not create more. . 3. Very limited and unimpressive choice of themes and apps. All the themes are subscription-based, so just another on-going expense for as long as you use this system.4. It is not easy to use and the documentation is horrible. I could rarely find an answer in their online help. Average number of contacts with customer support in a year – Previous platform: 1Lightspeed eCom: 40+Bottom line is, this is a poorly designed and expensive eCom platform that one senses was rushed to market without due testing and feedback.

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                  This comment refers to an earlier version of this review and may be outdated.

                  Brendan Ferguson

                  Ive deployed dozens of commerce solutions. This one is by far the poorest I’ve ever used. Let me outline some issues I encountered, almost all of which would be a deal breaker in my own thinking:

                  1. Does not sync taxes between POS and Lightspeed Onsite. They claim the correct tax rate is selected “automatically”, which is just a cleaver term for saying that it never worked and they have no plans to implement it. There is a way to on a per-product basis in the website backend to select tax overrides, but no way to manage large numbers of products. So I can’t check that all my children’s clothing (5%) and books (5%), and grocery (0%) are set properly. Default being 13%, in my case.
                  2. Does not sync long description. Ok, they say a fix is coming soon, but still REALLY?
                  3. Duplicates short description on page, making page look kinda broken… again they say a fix is coming soon.
                  4. Will not allow for shipping estimates from your shipping company. ya. thats right. if you want automatic shipping rates you need to pay for it from a third party. (which means your website breaks when your credit card expires) You pay extra fees and have to remodel your business to change to there workflow.
                  5. Very Poor Continuity from previous shopping cart. (LightSpeed eCommerse) Tax syncing discontinued, shipping estimate discontinued, synced fields disappear, HTML no longer allowed in fields (we were using that) and more.
                  6. Very Poor Theme support. The default theme was the best suited of all the options of us… but if you do want a different theme, expect to pay $25-35 MONTHLY for it. Which in terms of an industry comparison is EXTREMELY expensive.
                  7. Dozens of hours spent on tech support, with features that DIDNT WORK and had to be hacked in the backed with a tech support guy, or which never work properly. I encounter issues (I mean real bugs that completely prevent features from working) on a regular basis.
                  8. HS Codes need to be provided with a shipping estimate system before international shipping is enabled. (HS CODES WILL NOT SYNC)
                  9. Product Dimensions (length width height) DO NOT SYNC, and are required for shipping estimates.
                  10. Poor configuration of themes. I had multiple issues that could not be solved with css, (and css hacks were relatively high) but since they could not be done with css we had to create a whole new theme and re-code some of it. This means updates are not available, and causes more issues down the line. You’ve basically got to decide if you can live with a bunch of stuff that (if you are not using) won’t function for your clients, or you can customize it a little more heavily so the experience for your clients is seamless, but likely encounter issues down the line. Most e-commers & content management software has ways of avoiding this conundrum, like customizable footers and headers

                    This comment refers to an earlier version of this review and may be outdated.

                    Gavin Millar

                    So far, the overarching theme of our experiences with Lightspeed has been embarrassingly poor customer service. Their products are perennially unfinished and there seems to be a distinct lack of ability when it comes to actually creating functional software. We’ve been using various Lightspeed products for at least 8 years now, and none of them has ever been what I would call “fully functional.” Their retail solution OnSite continues to crash several times daily and has a tendency to mix up information. The credit system still only registers that a credit has been used about half the time.

                    Recently they purchased an eCommerce CMS from a Dutch company and someone made the questionable decision to roll it out before they were actually able to figure out how it works. They have made it a mandatory upgrade for their current webstore customers, yet it somehow took over a month from when we started paying for the new service for someone at Lightspeed to actually respond to our emails and calls and actually create the webstore. Right off the bat, it didn’t support the payment integrations that the sales agent had told us it would support, and initially the payment processor that was integrated didn’t actually work at all, so we ended up paying out of pocket for another company to integrate payments for us.

                    Fast forward to the forced end-of-life for our previous Lightspeed Webstore, and eCom is still not working properly. Lightspeed failed to correctly match up the fields when products are imported from the retail software OnSite, so none of our products display the description correctly. eCom somehow contains extra product variants that don’t exist in OnSite, with no way to manually edit them. Photos only upload for the master product, not for the variants, so it will take dozens of hours for our staff to go through the webstore and fix all the photos. With over 8000 products in our store already, none of these are fixable by us without investing an inordinate amount of man-hours into a product we’re already paying for. So far, most of my requests for support have been answered with either a nebulous “we’re working on it” or some DIY workaround that they expect their paying customers to carry out themselves. We’re about a day away from our previous webstore being forcibly taken offline by Lightspeed and being stuck with a semi-functional ecommerce system full of incomplete descriptions, ghost products and missing photos. Not ideal.

                    In conclusion, there seems to be a major communication problem within Lightspeed as a company. The sales team clearly has ideas about what their product is capable of that the programming team doesn’t seem to be able to implement. I don’t want to blame the programming team, as I doubt they are the ones calling the shots and are likely doing their best, but the sales team is clearly over-promising without consulting with the people actually working on it. This is one of the pitfalls of purchasing a software solution created by another company, and is honestly pretty easy to predict. Ultimately, they are forcing their longstanding customers to move to a system that is not yet fully functional or ready for release. I’m not sure what else to call that than terrible customer service.

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                      This comment refers to an earlier version of this review and may be outdated.

                      Steve

                      Dealing with the same issues. I want a call back from a manager to see if eCom actually is rolling out on March 1st. I don’t see how it is possible to force us into a platform that is nowhere near ready for prime time. We have not even moved past the shipping calculator / free shipping issues. Let alone working into more advanced features. I started with my requests in spring of 2016. The shipping calculator issues have been met with a reply that “They are working on it with a team of programmers” for almost an entire year! Does it really take a team of programmers over a year to write a functional shipping calculator? And the integration with EasyPost does not even report dimensions! But they are working on this too. So Lightspeed eCom can not even integrate into an already functioning shipping calculator.

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                        This comment refers to an earlier version of this review and may be outdated.

                        Heather

                        Hi Gavin,

                        Thanks for your feedback regarding your transition to eCom. We’re disappointed to hear about the challenges you’ve faced and your lack of support during this time. We value our customers, especially people like you who have been with us for many years. We understand you’ve spoken with our Loyalty team and we hope we can help you as you move forward with Lightspeed.

                        Best.
                        Heather
                        Community & Engagement Manager
                        Lightspeed HQ

                          This comment refers to an earlier version of this review and may be outdated.

                          Gavin Millar

                          Hi Heather,I did speak to some people at Lightspeed. I was promised that some of our issues would be fixed at some point in the future. None of them have really been addressed at this time. Orders still don’t download, the shipping integration seems to be fundamentally broken, and much of the unreasonably time-consuming work I’ve had to do on the new eCom webstore has been inexplicably erased. At this point it’s a matter of doing damage control on a massively botched product launch, but unfortunately it feels like too little, too late. How many months should we be expected to pay before we get a functional product? So far it’s been about five months with very little improvement. The eCom webstore is just so far away from actually working properly that I don’t have much faith that it can be salvaged. If the Lightspeed sales agent had been honest and upfront about the state of the eCom product, we would have avoided it completely and gone with a third-party hosted solution, but instead they told us whatever they felt they had to in order to get us to sign up. We did not expect to be misled by a company we’ve been working with for so long. Bugs and issues aside, the amount of missing features alone is enough to categorically rule out eCom as a viable option. To be perfectly honest, I am currently considering abandoning eCom and hiring a third-party company to set up a version of the old Lightspeed webstore, and this is after spending months of my time and thousands of dollars on this failed product. This would be a considerable investment, but at least I would have faith that I will end up with a working product, which is more than I can say about eCom. At this point eCom is costing us about $1000/day in lost sales. Maybe that’s something you should add to your marketing materials.Cheers,Gavin

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                            This comment refers to an earlier version of this review and may be outdated.

                            Yan Vigeant

                            I wrote a very long review, but there is no formatting allowed in comments. So here is the formatted review:https://lecoinbadminton.com/lightspeed-ecom-review

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                              This comment refers to an earlier version of this review and may be outdated.

                              Heather

                              Hi Yan,

                              Thanks for taking the time to share this candid feedback. We’re sorry that you’ve encountered challenges with our eCom product and we understand that you’ve been in touch with our Loyalty team. Please know that they are working hard to help you as you move forward with eCom.

                              We’ve passed on your feedback to our Product team and our Product Managers would like to reach out to address your concerns in greater detail. Please expect to hear from one of them in the coming days.

                              Best regards,
                              Heather
                              Community & Engagement Manager, Lightspeed POS

                                This comment refers to an earlier version of this review and may be outdated.

                                James

                                Liz – Read your review with great interest (especially as there are few reviews of Lightspeed’s eCommerce offering).
                                 
                                With regard to wholesale discount rules, I’m not sure most small ecommerce stores get involved in wholesale discounts. So I don’t know that this is necessarily a strike against Lightspeed’s basic offering.

                                We’re a small operation with a very unique offering. We are replacing our original (and aging) custom site with an ‘off-the-shelf’ solution. I was stunned to find that most basic package solutions from any company don’t offer any filtering services. For example, BigCommerce requires their $250/mo Pro plan in order to get filtering functionality. By contrast, Lightspeed’s $99/mo Advanced plan offers filtering. We see that as a HUGE advantage.

                                It would appear that Lightspeed is making a major play in the ecommerce market. Their offering, while priced on SKUs versus other pricing methods, is jam packed with features and is priced substantially lower than others with similar feature sets. It’s hard to judge their support, but I have to say that compared to others I’ve been reviewing (BigCommerce, Shopify, and 3Dcart), their sales team is spot on.

                                  This comment refers to an earlier version of this review and may be outdated.

                                  Marc

                                  Liz, thanks for this extensive research enjoyed reading it.

                                  @HP, isn’t it normal that if you turn off your old website it is no longer accessible? Redirects should always be managed on the new platform? Isn’t? And according to their website they support redirects.

                                    This comment refers to an earlier version of this review and may be outdated.

                                    HP

                                    @Marc, yes redirects are handled by the new website. I spent hours creating over 000’s of redirects and the they are useless. It is a bit more complicated than that and I was told it will not be resolved. So know what you are getting into.

                                    LS does not provide an SSL for naked domains or any way to use a secured naked non www domains (https://mydomain.com). They will only provide www version.. (https://www.mydomain.com). Meaning that if you have spent anytime or money marketing your bare domain, all links on search engines or back links will got to error pages ‘site cannot be reached’.

                                      This comment refers to an earlier version of this review and may be outdated.

                                      HP

                                      We really wanted to like this product as it has many nice functions and feature sets. There are many promises to add features and fix the numerous and nagging bugs. However, it is lacking in many aspects when compared to its competitors. LS is more expensive also!Lightspeed does not support bare domains (non www). Many big names today use non www urls. They only offer www version of domains which is surprising. Seems like a small problem, but it is actually very significant and was told by LS that there is no technological solution for it although it seems to work for European customers. Once you move to LS eCom, your old site will no longer be accessible and you cannot use 301/302 redirects to your new site. All your bookmarks and links will lead to error pages. In addition you will definitely hurt your google ranking and ranking at other search engines.

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                                        This comment refers to an earlier version of this review and may be outdated.

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