Revel SystemsReviews of revelsystems.com

Item malfunctioning/ Item not as described/Terrible customer service/ Misleading information from sales department. They will charge nearly $2000 in fees for returning the hardware

I am hoping to resolve the current issue between Revel and the organization Rethreaded. This nonprofit made a calculated move to switch to Revel with promises your sales team was unable to deliver. I hope, for the future of Rethreaded and Revel, that this matter can be resolved. I would truly like to turn this into a beautiful PR story and not PR nightmare. In August, another company suggested Revel be the solution to meet Rethreaded’s needs and believed because of Rethreaded’s nonprofit mission, working directly with Revel would prove to be a great fit. When I first contacted my accounting company about their system options, they gave a quote to me which I shared with Revel. I asked for Revel to match or beat that quote. I was assured it could be done. I reached out to Revel looking to discuss my project and was connected with a sales representative. I explained what my most important needs were and forwarded him the quote from my accounting software company. These needs were clearly explained to be: complete integration to my accounting software with the ability to track multiples sales channels (retail, wholesale, corporate sales, home parties, warehouse events, outside events, and ecommerce) with a total of 9 POS systems with one being stationary and eight working in a retail environment, the option to go off-site and ring up transactions via a mobile network, tracking inventory to the ‘ingredient’ level, and a CRM system that would allow us to track a person from becoming a customer and also be potentially a volunteer, donor, vendor, or employee. This was key – tracking the same person and marketed to in each role specifically. I also soon found out the promise of different sales channels would be a sticking point in Rethreaded’s relationship with Revel. Revel promised to exceed our expectations. After several weeks of going back and forth with questions and concerns regarding the Revel platform meeting all of our needs, they shared with us that Revel would be able to exceed all of our requirements. Furthermore, they shared that if we switched to Intuit credit card processing, Rethreaded would qualify for a rebate through my accounting software company that would cover almost half of our Revel conversion costs. On September 12th, I got the Terms and Conditions of the accounting company's Cash Back Offer. We went back and forth throughout the month of September concerning pricing, even though I was originally told my quote from the accounting company could be met. Revel seemed like a company full of solutions. Another solution presented was in the installation of the system. The Revel team told me they saw the opportunity to train Rethreaded survivors to become experts on Revel’s front-end management system. Even terminology started changing. It is important to note that during the sales process, I kept referring to our POS systems as individual POS systems. the sales rep kept referring to them as order takers. My response was I am not looking at order takers but a POS system. My sales rep indicated that an order taker and a POS were the same system. The truth that came out was the systems were in fact different. In text message conversations and phone conversations, I kept redirecting my sales guy to understand that we wanted one stationary POS and eight mobile POS, the contract kept changing with me needing to clarify again and again. He quoted the entire package, including cases, and when I started reading the specifics I noticed cases were missing. He then reverted it back to the original, if I had NOT been diligent my client would have suffered. I was led to believe that I would save time, effort, and money if I hired Revel for the installation and training. To conclude our sales process, the final step was the approval by the executive board of Rethreaded. During that call, we went through a number of questions, mostly led by Rethreaded. I left the meeting feeling confident and even emailed after the meeting saying, “I feel the meeting was very productive and answered all of Rethreaded’s questions…” Customer tracking translates to funding for Rethreaded. As mentioned earlier, Rethreaded's stakeholders were also adamant that customers needed to be categorized properly. Often the same person belongs to multiple groups whether they be a customer, volunteer, employee, or a donor. For some clients what may be a lost sale or commission to Rethreaded could mean a lost opportunity to employ another woman or help a person get out of the trade. Rethreaded was never made aware of the additional costs of an Enterprise system. Finally, the sales representatives led us to believe these capabilities were in the package we were purchasing and never indicating there would be an additional cost beyond the initial installation. Upon receiving the M-Tab scanner, we were sent scanners that did not have the built-in capability for barcode reading. I was led to believe the Revel Training Expert would be my answer to every installation and training concern. During this time of looking at the hardware, the sales rep had failed to include all items that were originally quoted to us. When the sales guy sent over the final quote, he had removed several of the M-tab readers and cases. Throughout the process, it seemed like he was trying to upcharge me past what I had been originally been quoted. It was only my diligence on pricing that saved Rethreaded, a nonprofit organization, unwarranted expenses. The onboarding process was not made clear. Upon signing our agreements, I received an avalanche of emails for an onboarding process. -I was sent the wrong routers and also iPad minis which I had to ship at my cost. Once I got the equipment, he also contacted me to inform me that he realized that the network routers he originally sent to run our Revel system was not adequate to run our Revel system. The representative was essential in assisting with installation, yet he still couldn’t meet the promised timeline. -I didn't need to pay for install or training. They did nothing. -The hardware sent to me was incorrect. The incorrect hardware was then charged to my account!! -After returning the hardware, I didn't get the money back for weeks. -An accounting software specialist told me what I had been promised by Revel was actually not possible. -Revel would not refund our money. They started the 30 day refund period without consideration to our financial situation or the fact that we hadn't even started using the system. -Rethreaded was/is out thousands of dollars and now I feel like I misled them. -I was nickel and dimed about the enterprise system. Something I HAD NEVER HEARD OF during the sales process. Rethreaded was misled during the sales process. Upon confirming my discovery, I reached out to them to bring it to their attention that I had been misled during the sales process and that I confidently believe Revel should provide the enterprise service offering at no additional cost. I believe a number of mistakes were made by him, not because of his abilities as a sales person, but because of his inexperience with your product. When these mistakes were detected, he backpedaled on his terms. The only reason I continue to work through this process is because his ability as a sales representative has been phenomenal. He was a sales representative that didn’t understand this product and had a pushy sales manager, like a used car salesman, leading him in the wrong direction.

We just got a 60% price increase from one day to the next on our monthly subscription and after complaining with 10 different people (got passed around) they finally claim they can increase their prices by contract.... Now they made a deal with the credit card gateway usepay to charge $ 45 a month saying we got upgraded from gold to platinum service (we where paying $ 15 a month to usepay directly). The customer service team is a disaster since you get passed around and around and around....To cancel the service the charge all types of fees you do not even start to imagine... My recommendation is to stay away from Revel.

We are existing Revel System customer but I think our 2 year relationship is going to be an end. Changing a POS system is not simple but we still choose to leave must have our reasons. I just want to share my experiences with everyone who might consider marry to them. 1. We were told from their sale rep the QuickBooks integration will 100% work for Canadian customer because of this reason we signed off the deal, however we don't have a chance to test the integration because it was still under development, we should wait till the launch but we can't wait because we need a new system to support our grow. We did reconfirm the QB compatibility again and again so we don't think there will be a problem. We got everything setup and running, about few months later the QuickBooks Integration finally launched but they told us this feature strictly for US customer only, What?! This case only escalated to their sales team lead and they refused to go further higher, you have no easy way to reach their upper management team unfortunately we dun have any recording or email for the proof, they only offer a free month to settle the case. They would guarantee you everything at the beginning and once you in everything is just too late, we have learned a lesson. 2. We are not pleased and disappointed on how Revel handle system upgrade, almost every single incident causes us problem and certain level of business impact, we need to bend or change our business model/process to fit these updates. Revel introduce new feature but at the same time take away the old feature immediately, can you imagine how much trouble causing? For example we never had an option call “Credit Limit”, after the latest mandatory POS upgrade on iPad (this is another matter will mention after), we are forced to commit the new changes, we can no longer take "House Account" credit payment until we enable the "Credit Limit" option inside customer, but this is not the major problem, I am so shocking they don't provide a batch upload method, instead we are instructed to make this change inside each customer one by one, we have thousands of customers are on account. This is so ridiculous but why they can't just keep thing simple? 3. The Revel POS consist by two pieces, the frontend (iPad) and the backend (web management). Periodically they roll out major upgrade (notified) or small updates (silence) at the backend and then you must follow their schedule to download and re-install the new iPad App manually during off business hour to match your backend version, otherwise your iPad POS will not function properly 4. They have very slow development, usually the iOS App should be prepared and updated on device before the new iOS launch, but Revel work reversely, they will tell you DO NOT upgrade your iPad iOS Software whenever until they ready. They need to understand you cannot disable system update on iPad, until some point you will get the software update reminder popup crazy everyday on the iPad and you must choose "remind me/install later" to bypass but couple times my staffs by accidently hit the wrong button and fire up the software update, then the till will be out of service until we reach Revel support for fix. I cannot blame on my staffs in this case, Revel have to do something to avoid this to happen. 5. Support - their level 1 support is useless, even level 2 not really helpful, the most words I have heard are "Sorry" or "This is the system design, nothing we can do". I don’t need a sorry. I have a strong feeling their development teams make whatever changes they want without thinking the impacts would brought up to the customers. 6. The most funniest thing is Revel have a Voice of Customer team to hear your feedback, this is cool, they do reach out you to hear your problems or complaints but limited to listen only! They don't follow up anymore, I have one phone conservation and one email both sink into the deep sea, sigh* Good luck!

Horrible experience! If you are considering Revel for QuickBooks Online integration beware of false advertising. While receiving the sales pitch for the product, I was assured that complete integration was available. I specifically asked about house accounts and transferring account info to QuickBooks. Everything was great I was told! We work closely with QuickBooks for complete integration. Blah Blah Blah! Upon receiving the system and starting my training(which took a week after I had everything setup). The trainer was confused saying those features would be implemented later down the road. That's not what you offered me before I bought this! A couple of other minor issues with setup and functionally(all of which were confirmed working over the phone with the sale rep). I promptly asked for a refund. I was then told, since I didn't have those specific requests for features in writing that I would have to pay a fee of $500 for a refund. I only spoke with the rep over the phone. Why would I have emailed the questions, when I just could ask the sales person? My word vs. their word is the only explanation I got. After numerous calls and messages(all unanswered). Two full weeks after notifying Revel I wanted to cancel. I was emailed saying I was going to be out close to $800 for canceling. The extra cost was for nonrefundable charges. Buyers beware, make sure you have everything in email form so it can be traced. $1587.45 initial cost for buying Revel. If you cancel you'll only get $750 back. If your Sales team are selling features that don't exist, the customers shouldn't have to pay. Never Again!

I run a furniture store. We do a lot of special orders and layaway. A little over a month ago I was experiencing problems with the ipads not syncing up. The customers would be in the system but the payments were wacky. one ipad would say the a customer made 3 payments and another would say that they made 4 and the last one would say they made none. The back end had all the payments for them so at least I was able to see it that way. I called the tech team and they made sure that they were all in the same updated system (which they were). Then I got told by the tech team on Oct.3 to update all the systems to 2.19 instead of the 2.16 because it was better. Now when i did this the payment options went away so the next customer i had i could not take any money for so i had to hand write a receipt. I called again and all they said was this was a known issue. Why would they have me do it if its a known issue? So i called back and they had me switch everything back to 2.16. This was great I had all the ipads synced!!!!! The problem with this is when I did this the customers that i had invoices that owed money are not there. Now when i bought the system i was told it had a backup and everything was secured. So I called and all they said was this was a very very bad thing and they moved me up the teirs left and right. So last night i talked to the tech team that was all the way at the top and they want me to call the customers that i have receipts for and ask them if they owe anything.....Really!!!!!!!!!! Now they want me to go through all the customers they pushed back on the ipads and see if they owe anything. So not only have i wasted a month on the phone but i have about a months worth of paper work that i will not get back because i trusted the system to save all the paper work. Big Mistake. So here is my problem, the customers that i cant find in the system are have no record and all it says is that the customer came but no record of what they bought. So if they want a chair to match the sofa they bought I can not find it. If they want a warrenty I dont know what they bought. If they come in to pay I dont know what they got. If they have a layaway guess what I dont know what they got. The only thing i get told is to manually put all the orders in for the ones i know about. Now im screwed and every time i talk to a tech i get told is let me talk to my college and no worries. So this company my have costed me thousands of dollars and a head ache and I get told no worries. Probably because they dont have to deal with very angry off customers and get yelled at. Now the customers that have orders in we have to confirm payments. So the system i thought was going to help me out just created more work then ever. But no worries. Everyone don't worry that the records are screwed up and im going to have to sit in an office for hours upon hours trying to figure out what sales were made. So not only do i feel like i am getting screwed i paid to get this way. I Paid for a major headache. By just a click of a button my system is corrupted and all i did was follow the techs instructions. So to let everyone know how im feeling. I have spent over a month dealing with this and that is time i could have been selling. Time is money. Now i have a system i cant use because i cant rely on it. would you invest more time in a system that just crashed like this? This is not counting the customers that im going to get my name tarnished by over something that I cant control. I live in a small town and everyone talks. I dont think that these people understand that repeat business is key in my line of work and for some of these customers that i lost i dont think they will be back and they will tell all their friends.

Experience: Although it’s an innovative product, the quality of customer service is horrible. Three of our restaurants in Europe run on Revel and we have seen significant decrease in stability / consistency. Frequent updates in recent months have caused complete service failure during lunch time (as updates seem to come in at exactly that time). Our account manager is basically helpless, and can only offer us to pay hefty fees to their consultants as well as VIP services in order for us to get support. Far behind NetPos which we use in our other outlets! We halted now the implementation of Revel across our 5 restaurants concepts with 70 outlets and are looking to switch to another provider. Further we tried to implement our mobile app with Revel’s API, turned out it is basically unusable at this stage due to limitation of calls we can make to it.

it's a great concept & we really wanted it to work. Unfortunately, we have had a huge host of issues from losing sales data (yes, altogether) often during Apple upgrade, to being pushed into a UK billing deal that increased the net price & pushed currency fluctuations on to us, to a series of random a/c managers that last about a week. They have promised the earth & delivered nothing - since January and it's September now. And now we're told the ipads we bought are no longer compatible.... Revel may work fine for big chains in US, perhaps. Forget it for small 1-off businesses in UK, they are our worst supplier by far.