Major Deficiencies as OnSite Customer migrating to Retail

Natalie_G888Natalie_G888 Member Posts: 28 ✭
edited April 21 in Feedback

I've never been one to post on forums, but I have found it cathartic to read through some of these as I go through this very challenging migration process from OnSite to Retail. I am so discouraged by the many things that i find are lacking in Retail. While I admit change is hard for me, it's harder when you feel as though there are very basic things missing from what should have been an upgrade!

  1. Rounding - Hey LightSpeed - You're a Canadian Company and you know what we don't have here? Pennies! That's right, we got rid of them in 2013. Oh right, from what I have been reading here, it's something you have been working on since they abolished them. How's that working out for you? One would think you would have been able to come up with something better than the +1 -1 penny tab in 8 years. OnSite had it and I already miss that feature. Retailers have enough to think about, they really shouldn't have to worry about manually doing rounding. Try harder to get this sorted out will you?
  2. Again, I admit, I don't particularly like change, and there are some things in Retail that are great but there are many deficiencies. Having the ability to rearrange the line order in POs would be helpful. Yes I admit, I am somehow OCD and I like to arrange my POs in a certain order but it not just because of my OCD. I have warehouse with freezers for our raw and arrange POs in such an order that it makes sense for the picker. If I have to add something after the fact I either have to leave it at the bottom or start all over again. You've figured out how to do it when setting up Matrices - you can rearrange the order by dragging them up or down, how about adding that feature to POs?
  3. What was the thought process in doing returns on a separate screen and then having to toggle to sale screen and having them come together in the payment screen? Frankly, it takes longer to do returns now.
  4. It is completely illogical that your receipts do not show the unit price of a product. It did in OnSite. Please enlighten me as to why this is not an option in Retail. Surely my customers can't be the only ones who want to know what the unit price for a product was when they buy multiple units ([email protected]$4.50) $18. I was told I would have to contact a programmer to have them "customize" my sales receipt. Really? Showing unit price is considered customization? Absurd!
  5. Trackers - OnSite was fantastic for tracking customer notes. At a glance, I could keep track of everything in one place. It was part of my daily routine and like so many small business owners who have to wear many different hats, this made my life so much easier! We could also have multiple notes for a customer and when they were complete, we would unfollow them and they would no longer appear in the tracker. Yes, Retail has special orders with its own "tracking" feature, yes it was suggested that i use the Shipping Tab to keep track of things with customers, but it's much more involved. Not having something comparable to this is a MAJOR disappointment. I am aware that i can track notes but with my migration, I have over 2000 notes that come up for customers. So every separate note that i may have had for a customer are now all lumped together in the notes. I understand why that happens but again having option for multiple notes for a customer would be great.
  6. Add the time stamp feature to the General Notes in POs. It was a very small detail in OnSite which we found very handy. You already have it when one writes a note in a receipt so I am sure it is possible.
  7. EOD Reports and closing cash. Maybe it's just me but coming from OnSite, I don't like it. EOD in OnSite would at a glance tell you what your deposit was and off you go.
  8. Maybe i am missing it, but is there a way to see if another location has inventory coming without having to log into that store? OnSite would show you if there was inventory on order at another location.

Given that this is only my third day Retail I'm sure you'll be hearing more from me as I become more familiar with it and notice more things that need to be improved.

Post edited by Natalie_G888 on

27 comments

  • VanessaDVanessaD Moderator, Lightspeed Staff Posts: 551 moderator

    Hey @Natalie_G888

    Thank you so much for taking the time to share this valuable feedback.

    Our Product & Development team is actively taking steps to address feature parity between OnSite and Retail and we will share this list with them.

    Feedback from customers like you has a direct impact on how we prioritize feature enhancements and continue to improve the customer experience.

    If you need support with building workflows in Retail, please don't hesitate to contact our support team. We'd be happy to help you achieve what you need while you continue to explore Retail!

    ———


    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    All the best!

    Vanessa

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

  • ShootersshedShootersshed Member Posts: 88 ✭

    I cannot like this post twice but I would really like to...

  • Natalie_G888Natalie_G888 Member Posts: 28 ✭

    @shootersshed, I feel like crying ever day as I find more and more things that just make no sense! :(

  • HillHill Member Posts: 2
    edited April 26

    10: Quotes no longer have images as with on-site: ie: no way to send a product range, that dosn't just look like an impersonal request for money.

    11: No parking

    12: didn't notice number 4 WT

    13: Purchase orders don't have Product codes, only uses descriptions

    14: no ageing on statements, and is lightweight in function, Go to check out...

    15: REALLY!

    We were one of the first in the world with the original Webstore in 2008.

    lightspeed + web store = disaster. Almost ruined us

    lightspeed + Magento = disaster.

    lightspeed onsite + ecom = excellent ( except for the initial URL slaughter)

    Light speed retail - ecom = useless*

    *if you run accounts or need to send product ranges to customers. If your cash and carry, fine... just .

    Retail is a once over lightly, it has no relation to the power of onsite.

    I'm still using onsite, my web store is a mess, if the ecom becomes stand alone it can't be re synced to retail, but it's of no use with retail as its feed.

    And no, I don't want to get quote machine for better invoicing and catalogues price list, I've already had it, with onsite.

    And yes, some features are better

    NUMBER 4 IS A SHOCKER, DID I SAY THAT .

    Onsite wasn't broken.

    Post edited by Hill on
  • Natalie_G888Natalie_G888 Member Posts: 28 ✭

    @Hill : 😭 <----- Me everyday as I notice more and more things that are missing, and me crying after I read your additions! WHY?! WHY? WHY?

    FYI: $250 for a company to "customize" my receipt to show unit price! That this is considered customization is beyond me.

  • Natalie_G888Natalie_G888 Member Posts: 28 ✭
    edited April 23

    @VanessaD : I want to congratulate you on being one of the only Lightspeed support members who actually replies promptly and gets back to customers. It is clear that you are good at your job, and no, I am not being facetious.

    This migration has been painful and I am beyond appalled by the lack of communication from the Onboard team - (eCom included). What will it take for someone to get back to me and respond to unresolved issues regarding my migration? I've sent emails to my OnBoard Coordinator, crickets for days, emails to OnSite Escalation Specialists crickets for days and weeks, emails to DOOSYNC, yup, you guessed it, crickets! These issues are actually affecting my business and yet, everyone at Lightspeed is so cavalier about things. Do you know the message it sends out to your customers when days and weeks go by without a response to our questions? "You are not important." And while that may not be the case, it is the message it sends out and that's just bad business.

    Can you tell me what a Senior Onboard Coordinator is? Because the title implies that this person would be the person coordinating between all the different departments. If you look up coordinator, a coordinator is a person whose job is to organize events or activities and to negotiate with others in order to ensure they work together effectively. In this instance, I would have thought that a senior onboard coordinator would be my SPOC. Maybe Lightspeed is not familiar with the term because clearly I don't have one, but the abbreviation SPOC is a business term used with the meaning "Single Point Of Contact" to refer to a single person or team within a company who are designated as the point of contact for all incoming communications.

    So, rather than my Senior Onboarding Coordinator actually coordinating things for me, they are telling me to reach out to DOOSYNC, to eCom, to support etc. . . . Enlighten me, how is that coordinating things?

    I'd also like to know what happened to:

    "Outstanding support—it sets us apart."

    "Our powerful tech is backed by the best people—because the support that comes with a great POS matters just as much as the software."

    "Picture that friend who’s always there for you, who makes you laugh and knows exactly what to do when things go south. Now imagine them wearing a headset and having all the answers to your POS questions."

    "What can we say, we’re rooting for you."

    Does this look familiar? It's all from your website. Do you really offer all of these things? Are you really rooting for us? It sure as hell doesn't feel as though you are given my experience. Lightspeed has absolutely overpromised and underdelivered with this migration. I was told I would have all the support I needed as I made the transition. I'm still waiting....

    If I sound angry, I am. (Furious in fact).

    If I sound disappointed, I am.

    If I sound fed up, I am.

    I have more important things to do with my days (like run my business) than chasing support for answers. The fact that I am spending the very little free time that I have airing my grievances at 11pm in this community is an indication of just how let down and helpless I feel because no one is giving me the support I need.

    And so you know, it is not lost on me that migrating your customers is a huge endeavour that has many moving parts and that I am not your only customer, but it's clear that either your team was not big enough to handle the scope of this end of life - migration project, or offering the wonderful support you tout about on your website isn't all that important to Lightspeed.

    Post edited by Natalie_G888 on
  • VanessaDVanessaD Moderator, Lightspeed Staff Posts: 551 moderator
    edited April 22

    Hey @Natalie_G888

    I wanted to start by thanking you for all the patience you've put towards this migration. We understand how frustrating it can be when things take longer than anticipated and even more when you don't hear back on the progress as it's being made.


    I want to assure you that I've reached out to a few people this morning and gotten the ball rolling to try and put the pedal to the metal! We're almost through with migrating your sales (as of 1hr ago was the last update I got) and someone will be reaching out to you as soon as they can to give updates about it, if they haven't already.


    Our merchants truly are the focal point of literally every global meeting we have ( I honestly cannot stress that enough, literally every thing we talk about here is about the customer) but we are also constantly growing and working on bettering our workflows to assure these crevasses don't happen. Your feedback has made this happen and helped us shrink those gaps to make sure that they don't happen.


    I hope your day goes better!

    ———


    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    All the best!

    Vanessa

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

  • Natalie_G888Natalie_G888 Member Posts: 28 ✭
    edited April 27

    @VanessaD: It is thanks to you that my inbox was filled with emails from Lightspeed and DOOSYNC Support on Thursday morning.

    It's unfortunate that I had to write such a public diatribe but all other attempts failed to get a response.

    I want to be clear about something, I was not frustrated that things were taking longer than anticipated. I was frustrated by the fact that I was never told how long things would take.

    I spoke with Nour today and he informed me that generally, the account manager explains how the migration process works, what to do to prepare for your go live date, and what to expect when you go live. I got none of that. Not one bit of information other than the instructions in the form email from DOOSYNC saying I should clean up my database.

    I was also explained that it is quite common that prices won't match, inventory will be off and what one should to do deal with those discrepancies. None of this was ever explained to me. As you might imagine, I was very upset to hear this.

    All this aggravation could have been avoided if I would have just had the information. "Your customer history will take x days to appear after your go-live date." Ok, no problem, I'll just toggle between OnSite and Retail.

    "Your inventory and prices may not be synced when you go live but this is what you need to do." Ok, no problem.

    If someone would have addressed and assuaged my concerns about eCom prior to my go-live date. I would have been less stressed.

    It was only after you reached out to people that I actually got an email from someone at DOOSYNC explaining the timeline for the migration. Information that would have been appreciated and helpful prior to the final sync.

    I'm sure everyone at Lightspeed was rolling their eyes every time they saw an email from me in their inbox but I think the takeaway from this is that Lightspeed and DOOSYNC need to better communicate with their clients, and to ensure that clients have all the information necessary to facilitate transitions like this.

    I could go on and on, but I think I've made my point.

    Once again, thank you for your help. I am very appreciative.

    Post edited by Natalie_G888 on
  • VanessaDVanessaD Moderator, Lightspeed Staff Posts: 551 moderator

    Hey @Natalie_G888


    Thanks for explaining those pressure points! It's definitely more calming when all the cards are on the table so you can build your timeline before going live with the software.


    This is the kind of stuff that's quintencential in getting our merchants on the right path. I'll forward all of this so that we can help solidify this as an experience not to replicate!

    Hope your week goes great!

    ———


    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    All the best!

    Vanessa

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

  • ngilsonngilson Member Posts: 33

    +1 for we need trackers. It was SUCH a useful feature in On-Site.

    +1 for re-arranging line items...PO's, invoices, quotes, etc.

    +10000 for greater parity of features between LSR and LS OS.

  • VanessaDVanessaD Moderator, Lightspeed Staff Posts: 551 moderator

    Hey @caskmusic


    Thank you for providing the feedback on those pressure points! We are working on making Retail inclusive for these feautres and thank you for taking the time to write these up!

    ———


    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    All the best!

    Vanessa

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

  • emacgeeemacgee Member Posts: 3

    I'll jump in on this one as our company also recently had to migrate to LSR from OnSite and have been very very disappointed as well by the reduction in usability and functionality. It feels like moving into a POS designed for very simple businesses, with very simple inventory selections, and that enjoy having one and only one way of doing anything. We learned OnSite and all of its capabilities very well and were able to create a very dynamic and useful POS. Retail has almost none of these capabilities and obligates you to single track options/resolutions for almost everything.

    • Why is it not possible to choose what columns show/don't show when you are in the Item Search area? Why is it not possible to rearrange the columns as in OnSite? This was very very helpful.
    • Why have Custom Fields if they are not reportable, searchable, visible, or ostensibly usable in any way? These were very dynamic and useful in OnSite and allowed much customization of the POS for the better.
    • Why is it not possible to search your POs for Brand, Item, or any of a number of other fields? What if I want to see all products on order from Brand X and I source that Brand from multiple Vendors? OnSite allowed this and it was very useful.
    • Why is it not possible to Report on products with Reorder Values other than generating a report of all items below their Max? What if I need to see a list of products that do have ROP?
    • Why no Set Product Info tool for changes made en masse? Quick Edit Items tries to be this, but is a far cry from accomplishing what Set Product Info did with anywhere near the efficiency.
    • Why, oh why, is the Print Labels feature as rigid as it is? Why can I not just add items to my label queue from Print Labels? Why do I have to toggle between different screens? Why can I not selectively print labels from Transfers? What if our locations receive transfers from a centralized warehouse and need to selectively label certain items? They have to build that list by hand and it's incredibly time consuming.
    • Sales/New Sales is very clunky and not user friendly at all. It tries to be too intuitive and ends up just causing confusion. It's very difficult to run multiple invoices at once.
    • The absence of a role for Product Codes and the reliance on Description based searches etc... is very troublesome. Anyone with experience in this area knows that leads to many more errors than numerically based databases. The System IDs are too many units to be useful and not actually visible in a vast majority of settings. This leaves you with the onus of creating a whole separate set of codes and using Manuf SKU or Custom SKU.

    There are more issues and I may add them as I think of/run into them. This is just to say that the reduction in capabilities makes this POS system feel like it's incomplete or designed for simpler operations with less retail experience.

  • HillHill Member Posts: 2
    edited April 29

    Hey Lightspeed how many onsite users were there ?

    Post edited by Hill on
  • MrDarcyMrDarcy Member Posts: 12

    I was such an on site fan. It’s hard to believe they built the same system.

  • TcNurseryTcNursery Member Posts: 9

    Lightspeed told us that Onsite was ending. We were prepared, THEY are not!

    It's that simple.

  • ShootersshedShootersshed Member Posts: 88 ✭

    @MrDarcy they didnt build the same system. Lightspeed purchased an online system for bikeshops. The two softwares have nothing in common apart from the name.

    Thats why there are so many issues coming from Onsite. If you were just new to Lightspeed with Retail, you won;t see issues, but because we had a working product that they took away for increased profits, we end up with this white elephant.....

    (That term comes from the practice of forcing onto someone a gift that is useless and potentially ruins them. The King of Siam used to give people who displeased him a White Albino Elephant as a gift. The upkeep of the gift would eventually ruin them.)

  • caskmusiccaskmusic Member Posts: 11

    Anybody tried to take an order over the phone ("layaway"), take a payment, and then print a receipt? Oh boy. And if you want to print another copy of that receipt a few minutes later... forget it.

  • ngilsonngilson Member Posts: 33

    @caskmusic - you can reprint an invoice if you go in to the customer profile, and click on the invoice number.

    That will take you to a screen which has the details of the invoice, and up top you can re-print the invoice.


    By far, it's worse if you forget to click the "Ship" button and then save the invoice. There's no way that I can find, aside from adding notes to the invoice, to get this on an invoice re-print. It seems the system views adding the shipping info as a modification. Am I wrong @VanessaD, or is there some way to add shipping info after saving?

  • emacgeeemacgee Member Posts: 3

    A few more observations/requests for improvements:

    • If a Special Order is added to a PO then that product is received into the Special Order location regardless of the PO location. This only makes sense for very simple operations wherein there is no instance in which an SO would arrive anywhere other than the shop with the SO. However, there are many many instances in which this would not actually be the case. Such as when the product is ordered to and received by a central warehouse. This causes many issues when the inventory is not received into the location the PO is located. Another instance in which the system is designed for one and only one type of operation and does not have the dynamic capabilities of OnSite.
    • Why is it not possible to Filter by Status in Special Orders? It would be very helpful to be able to filter by orders in that way.
  • Natalie_G888Natalie_G888 Member Posts: 28 ✭
    edited April 30

    @emacgee @caskmusic : Thank you for adding to the list of deficiencies! You addressed many of points that I have discovered as the days go by . . . It’s so disappointing

    It’s remarkable how such simple tasks in Onsite require twice (if not more) steps in Retail. Everything takes so much longer. It’s a really hard pill to swallow when you migrate to something far less superior. Onsite wasn’t broken and honestly, I cannot understand how they thought this would be an acceptable system for their Onsite users to migrate to. I would have imagined that before they killed Onsite they would have done their best to ensure that some of the very basic functionality of Onsite was possible in Retail. So after 3 weeks of using Retail, my verdict is in, I find Lightspeed guilty on all charges in the death of Onsite.

  • caskmusiccaskmusic Member Posts: 11

    @ngilson Thanks for the response but this doesn't appear to apply to Layaways, only to sales.

    I'm struggling with situations where I take an order for an in-stock item, either over the phone, in person, or on my website (non-lightspeed) and want to reserve the item, and record full or partial payment.

    Support has directed me to use the Layaway feature, but the recording of payments here is very strange, as is printing a receipt for the customer more than once.

  • VanessaDVanessaD Moderator, Lightspeed Staff Posts: 551 moderator

    Hey @ngilson


    You're correct, the shipping info can be added during the sale, re-printed after the sale is completed, but modifying this information would not be something that can be done.


    Any corrects will need to go into an existing field, like the internal or receipt notes.

    ———


    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    All the best!

    Vanessa

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

  • ngilsonngilson Member Posts: 33

    @caskmusic Yeah we have struggled with that as well after transitioning over from On-Site. Retail is far less intuitive than On-Site was in my opinion, even for the most basic of things like invoices.

    I don't know if it's the "correct" or best way, but if I need to re-print a layaway or special order, I go to it either through the customer record, or the product itself (click the little cart symbol).

    That will bring it back to the sale screen, where you can click the payment button, and then finish sale, which will prompt you to print another copy of the invoice. Way too many steps for my liking, but that's the only way I've found to do it.

    Hope this helps!

  • ngilsonngilson Member Posts: 33

    @VanessaD - If I am not changing the shipping information, just simply want it to display, is there a way that I can have that print, other than having to add it to notes? This seems like a very basic function for an invoicing software. Employees forget to click, or sometimes customers change their mind shortly after the sale.

  • caskmusiccaskmusic Member Posts: 11

    @ngilson right you are. I thought I tried that yesterday, and at that time clicking Finish Sale an additional time seemed to complete the sale. But I tried it again just now, and the Layaway remained, so I must have done something wrong yesterday. Thank you for your help.

  • ngilsonngilson Member Posts: 33

    @caskmusic Yeah as long as you don't make any other changes, it should be good. I don't think I could have designed something less intuitive if I tried, but here we are...

    It does start to get better. Frustrations are still there, and I'm finding myself still asking for a lot of help, but the tear your hair out rage you have for the first few days on this system will subside.

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