Revel SystemsReviews of revelsystems.com

I am in the creation and customization stage of the Revel Platform and the customer service has been fantastic, great emails back and forth with very informative phone conversations. Revel has been a great help and I look forward to opening my business with Revel as my POS.

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.

Always available and open to help

It has streamlined my business and it's so easy to use! The ability to manage the system offsite through the cloud has simplified problem resolution, and allows you to stay up to date with what is going on when you are not there. The automated reports are a huge plus also. Customer service is great too. You always reach someone right of way when you call, and they fix it fast.

I have experienced many Pos systems, Revel is really the one that give my business the cutting edge, it freed a lot of my time and give me the most accurate reports

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.

Splendid quick to answer people with a can do it all software POS. Such flexibility is great. But could still improve on a few things but ticks more than all other similar POS....