Complaint: [redacted] I am rejecting this response because:Because they are not able to link with quickbooks onlineAlso the person who responded to this complaint doesn't realize that we went through with Revel systemsWe tried to link our quickbooks but we're not able to and the split checks is also a lieI sat with support trying to figure out how to split a check during business hours and support couldn't help usEither this person is clueless of what their company can actually do or support doesn't know what they are doingAt this point they are going to say what ever make them feel better about their company to make them look goodBut I know what we went through and my original complaint said it allAs for [redacted] she is a pointless person to talk toSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: We still have not resolved the issue, I have been told I was not being reimbursed the $for the overnight shipping I paid for to replace the Ipad that was not working, since it was not overnighted but I received it days later Sincerely, [redacted]
Initial Business Response / [redacted] (4000, 11, 2015/11/23) */ Hi [redacted] , I have reviewed your request and researched your account history with our teamI apologize for the experience you had with our company and hope I can answer your questions about our monthly charges Revel Systems solution is a mix of physical products and servicesWhen you sign up with Revel we deliver the hardware necessary to deploy your Point of Sale at your location(s) and give you access to our software hosted in the cloud to manage your environmentWe follow what is called a SaaS (Software as a Service) model and charge our customers a monthly subscription to run our service It enables us to ensure that you don't have to worry about running and maintaining a backend server, gives you access to our management console from anywhere at anytime and enables us to push regular software upgrades to ensure that you run on the latest and greatest version of our product Revel incurs server and service costs as soon as we deploy a backend environment for your business and your hardware is purchasedIt is the reason why we start the subscription as soon as your account is provisioned and you get access to the management consoleThis early access is necessary to ensure that your system is configured and ready to go before your business opensConsequently, this is why you received monthly charges while working to configure the system to go live I hope this helps clarify why we started to bill you on 7/1/and cannot issue a refund Initial Consumer Rebuttal / [redacted] (4200, 13, 2015/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) In my original letter it is all stated clearlyRegardless of any access they gave me to their system, they in addition offered their team to help Develope the back endSomething they did complexlyNot meThey are not going to charge me a monthly fee for Quickbooks services which were never linked to the page or ever seen or usedThey are not going to charge me for waiting on them for months while they don't do the backend work they were suppose to be doingI want my money back and I want this company reprimanded to the fullest extent!,!,!,! They are hiding behind empty platitudes and verbal fencingThey should be on a social blacklist for the Internet fraud they commit on a daily basisThe public should be made clearly aware of itI want my money refunded to my account immediatelyI will take this as far as it needs to be takenThey screwed me for months, I will invest times thatTo correct it and to make their lives miserable until I am satisfiedThank you
Initial Business Response / [redacted] (1000, 9, 2015/09/21) */ Hi [redacted] , I have reviewed your request and researched your account history with our team Our records show that we had a cancelation request on 6/4/At this time, I see a few attempts to contact you to clarify the terms of the cancelationThe team needed to come to a verbal understanding with you so that you would be clear on the next steps regarding the cancelation Our last attempt to contact you at the end of August was not acceptedThis offer still stands and, if accepted, we will move forward with the returnWe will wait for your approval before beginning the RMA process Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did try to contact me by phoneBut unlike what they have claimed as a mutual 'verbal understanding' to process my harware return, they were actually calling me to offer a return of illegally charged monthly fee of $without my authorizationThey claimed they'd like to refund the monthly charges and called me several times about itBut I never receive any form of refund in any amountThey like to play mind games and harass customers who don't play the game their wayWhy would they block my phone number if they operate a legit company? My calls to them are automatically terminatedNever ran into a Mickey Mouse company like this one Final Business Response / [redacted] (4000, 13, 2015/09/24) */ Hi [redacted] , We will be connecting you with an agent to clarify the terms of the cancelation and discuss any monthly fees that you believe were incorrectly charged
Complaint: [redacted] I am rejecting this response because: I have not received a refund yetHow is the refund coming (check, money order, or etc.)?Sincerely, [redacted]
Hi ***, Thank you for reaching outI am unfortunately unable to pull any info by your name or email address providedCould you please give me some more details as to how I can assist Are you looking to purchase Revel System or are you an existing client? Thank you and I look forward to assisting
Complaint: [redacted] I am rejecting this response because: I called in last week to discuss this & it took them days to call me back.Sincerely, [redacted]
Hello and thank you for reaching out We have tried to set the system up through our VIP On Boarding team to continue with the trainingsWe also reviewed all documentation regarding the sales process and there was no misinformation provided at that timeOur On Boarding was ready and willing to assist but put our call we had with Maye you did not want to proceed with the trainingsGiven that there was no wrong doing on the Revel side we are unable to waive the cancellation feesThey were signed at the time of sale and include a cancellation fee
Hi ***, Thank you for reaching outWe will go ahead and put you in touch with a member of our Client Relations teamThey will be able to speak with you regarding your experience and assist with driving the support cases to resolution Best, [redacted]
Complaint: [redacted] I am rejecting this response because: It is untrue I assure you our business credit is above and beyond and that had absolutely no reason on why intuit declined us Intuit declined solely because we are a vape store and they do not except businesses of our nature Freedompay informed me they were not merchant processors but simply a third party and we would still need to find a actual process company In the meantime Revel charged us a initial 4,and was supposed to be getting all this set up on there own, which is why we paid all the additional funds, not to mention we are still being charged the a month and do not have any services with Revel A reputable company or one that cared about there customers would not be charging us until the setup was installed and completed I would like our account credited for all months we were charged that services were not setup and complete and for all future payments to be held until Revel services are set up, installed, and complete Sincerely, [redacted]
Hello, It looks like you are currently speaking with [redacted] in our Client Relations TeamShe has been assisting you in your request to cancel the systemPer our Terms and Conditions that were signed by you at the time of sale we do not offer any returns or refunds outside of the day windowI have attached a copy for your records [redacted] however is reviewing your case with leadership to see if we will make an exception to those terms [redacted] will follow up with you when she has a response Please let us know if there is anything further we can do to help
Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Hi ***, I have reviewed your request and researched your account history with our teamI see that you have been working with one of our Senior techs to resolve the programming portions of your issuesPlease see the timeline below: June 8th, 2015: Your full inventory was provided to our tech team to program into the system on your behalf June 9th 2015: Programming was completed and instructions were given to Jeanne on how to test to ensure everything was working correctly June 10th, 2015: Jeanne emailed in a list of questions, which were responded to; she replied acknowledging receipt of the information June 11th, 2015: Jeanne confirmed the programming was working correctly and was told she could reach out if she would like to schedule a follow up call Regarding your request for a full refund, we will not be able to offer this to you as you purchased the system in March of If you would like to terminate your relationship with Revel we would be willing to go outside of our standard return policy and offer you a refund of your hardware purchase amount minus a 35% restocking fee Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Revel has me over a barrel and I have to acceptThe system NEVER worked correctlyI simply can not spend anymore time and money on this systemWe have no trust that it will work correctly in the futureThey have a flawed product when it comes to retailing shopsWe wanted to return the system because we bought it in good faith and it NEVER worked rightSo after more then eighty hours we gave upI will never be able to forget what Revel did to [redacted] Art SuppliesI will post my experience with Revel when ever and where ever I can Final Consumer Response / [redacted] (3000, 12, 2015/08/17) */ Revel Systems received the merchandise on July 22nd We were supposed to get a refund by August 31thThey have not been forcoming in when we will get a refund Final Business Response / [redacted] (4000, 16, 2015/09/03) */ Client refund should have been received recentlyIf that is not the case, please alert us for further reviewOtherwise, I believe this case can be resolved
[redacted] (Revel Systems) Apr 6, 10:AM PDT Hi ***,Thank you for forwarding this on to me.I did review this clients case and we have already approved a return of the hardware for a refund and we are covering all shipping costs by providing [redacted] a FedEx label[redacted] just returned her hardware and we received it back yesterdayWe made it very clear to her that it will take 5-business days to process the refund and for the money to hit the account.The account has been cancelled and she will not be charged by Revel any further.Best, CR [redacted] Did you know that we introduce new features and enhancements every months? Update your Revel app to the latest version today!
Hello, I apologize for any confusion but we do integrate with QB OnlineI have even attached a screen shot from the Revel Management console that shows where the integration isYou would just need to go to Settings> On the Left hand side choose QuickBooks> and from there select "QuickBooks Online Integration" We also have the functionality of splitting checksThis is a basic function of the system that we can assist with If you are unhappy speaking with [redacted] we can have another Client Relations Rep reach out to assist
Complaint: [redacted] I am rejecting this response because: The ONLY reason we FOUND OUT that the batch did NOT process was because OUR company accountant caught this! This was a software GLITCH - there is a setting in the REVEL SOFTWARE set to AUTO BATCH No changes were made to this setting, one day it just DID NOT WORK (this happened x in Jan) We were NOT informed that the batch did not go through, otherwise, we would have obviously immediately worked to recover the funds immediately Again, the ONLY reason we knew this problem occurred was because our accountant caught it! In this particular case, it cost us thousands in batch errors; but before we were using this accountant (new person on our team), and for the few years that we have been using REVEL, we were probably exposed to many more of these Revel Software glitches and we could have potentially lost 10's of thousands of dollars! Other store owners using REVEL SOFTWARE should be aware that this could happen to them and it could CRUSH their business; furthermore, the fact that Revel Software has no intention of protecting their customers from this liability is extremely disappointing and bad for businesses When we reported this on the first occurrence that our accountant caught, they tried to pacify us by saying that 'management would make it right' = email attached So far, that has meant ZERO to us other than receiving a canned response about not being able to do anything after-allVery shameful and disappointing to be treated with disregard Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because I personally packed the boxes with EVERY ITEM that was sent to us and checked every item offWe do not have anything else from this company and it seems obvious that these guys are so slimy as to try to keep a portion of our moneyAnd for what purpose? What purpose would we have to keep any of that stuff when we want our money back since we NEVER GOT TO USE IT!!!!!!!!!!! I am blown away at this point and am desperate to let the world know about what has happened to usIf they had not received all of the items why did they not say so when they received the packages on 4/5?? Why wait until I send ANOTHER demand email on 04/17?? Something unsavory is going on at this company in order for them to take advantage of such small potatoes like us I cant believe itWe want ALL of our money back immediately! We have been waiting for months! [redacted]
Hello, I have added two screen shots here that show this issue is resolvedWe sent a replacement TV overnight at our expense to make sure you received the TV in time for the setupWe even went above and beyond and sent a flash drive completely free of charge so it can be used with the Revel app as intended I am glad to hear we were able to get this resolved for you
Initial Business Response / [redacted] (1000, 10, 2015/10/27) */ we communicated with the client and resolved the issue Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: this doesn't mean the issue is resolved and highly doubt it will resolve the problem on hold with them now as the same troubleshooting stepsnwe have been doint for past months I'm doing nowSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Because they are not able to link with quickbooks onlineAlso the person who responded to this complaint doesn't realize that we went through with Revel systemsWe tried to link our quickbooks but we're not able to and the split checks is also a lieI sat with support trying to figure out how to split a check during business hours and support couldn't help usEither this person is clueless of what their company can actually do or support doesn't know what they are doingAt this point they are going to say what ever make them feel better about their company to make them look goodBut I know what we went through and my original complaint said it allAs for [redacted] she is a pointless person to talk toSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: We still have not resolved the issue, I have been told I was not being reimbursed the $for the overnight shipping I paid for to replace the Ipad that was not working, since it was not overnighted but I received it days later Sincerely, [redacted]
Initial Business Response / [redacted] (4000, 11, 2015/11/23) */ Hi [redacted] , I have reviewed your request and researched your account history with our teamI apologize for the experience you had with our company and hope I can answer your questions about our monthly charges Revel Systems solution is a mix of physical products and servicesWhen you sign up with Revel we deliver the hardware necessary to deploy your Point of Sale at your location(s) and give you access to our software hosted in the cloud to manage your environmentWe follow what is called a SaaS (Software as a Service) model and charge our customers a monthly subscription to run our service It enables us to ensure that you don't have to worry about running and maintaining a backend server, gives you access to our management console from anywhere at anytime and enables us to push regular software upgrades to ensure that you run on the latest and greatest version of our product Revel incurs server and service costs as soon as we deploy a backend environment for your business and your hardware is purchasedIt is the reason why we start the subscription as soon as your account is provisioned and you get access to the management consoleThis early access is necessary to ensure that your system is configured and ready to go before your business opensConsequently, this is why you received monthly charges while working to configure the system to go live I hope this helps clarify why we started to bill you on 7/1/and cannot issue a refund Initial Consumer Rebuttal / [redacted] (4200, 13, 2015/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) In my original letter it is all stated clearlyRegardless of any access they gave me to their system, they in addition offered their team to help Develope the back endSomething they did complexlyNot meThey are not going to charge me a monthly fee for Quickbooks services which were never linked to the page or ever seen or usedThey are not going to charge me for waiting on them for months while they don't do the backend work they were suppose to be doingI want my money back and I want this company reprimanded to the fullest extent!,!,!,! They are hiding behind empty platitudes and verbal fencingThey should be on a social blacklist for the Internet fraud they commit on a daily basisThe public should be made clearly aware of itI want my money refunded to my account immediatelyI will take this as far as it needs to be takenThey screwed me for months, I will invest times thatTo correct it and to make their lives miserable until I am satisfiedThank you
Initial Business Response / [redacted] (1000, 9, 2015/09/21) */ Hi [redacted] , I have reviewed your request and researched your account history with our team Our records show that we had a cancelation request on 6/4/At this time, I see a few attempts to contact you to clarify the terms of the cancelationThe team needed to come to a verbal understanding with you so that you would be clear on the next steps regarding the cancelation Our last attempt to contact you at the end of August was not acceptedThis offer still stands and, if accepted, we will move forward with the returnWe will wait for your approval before beginning the RMA process Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did try to contact me by phoneBut unlike what they have claimed as a mutual 'verbal understanding' to process my harware return, they were actually calling me to offer a return of illegally charged monthly fee of $without my authorizationThey claimed they'd like to refund the monthly charges and called me several times about itBut I never receive any form of refund in any amountThey like to play mind games and harass customers who don't play the game their wayWhy would they block my phone number if they operate a legit company? My calls to them are automatically terminatedNever ran into a Mickey Mouse company like this one Final Business Response / [redacted] (4000, 13, 2015/09/24) */ Hi [redacted] , We will be connecting you with an agent to clarify the terms of the cancelation and discuss any monthly fees that you believe were incorrectly charged
Complaint: [redacted] I am rejecting this response because: I have not received a refund yetHow is the refund coming (check, money order, or etc.)?Sincerely, [redacted]
Hi ***, Thank you for reaching outI am unfortunately unable to pull any info by your name or email address providedCould you please give me some more details as to how I can assist Are you looking to purchase Revel System or are you an existing client? Thank you and I look forward to assisting
Hi ***, We are proceeding with the $creditIt will be applied to your July hosting invoice
Complaint: [redacted] I am rejecting this response because: I called in last week to discuss this & it took them days to call me back.Sincerely, [redacted]
Hello and thank you for reaching out We have tried to set the system up through our VIP On Boarding team to continue with the trainingsWe also reviewed all documentation regarding the sales process and there was no misinformation provided at that timeOur On Boarding was ready and willing to assist but put our call we had with Maye you did not want to proceed with the trainingsGiven that there was no wrong doing on the Revel side we are unable to waive the cancellation feesThey were signed at the time of sale and include a cancellation fee
Hi ***, Thank you for reaching outWe will go ahead and put you in touch with a member of our Client Relations teamThey will be able to speak with you regarding your experience and assist with driving the support cases to resolution Best, [redacted]
Complaint: [redacted] I am rejecting this response because: It is untrue I assure you our business credit is above and beyond and that had absolutely no reason on why intuit declined us Intuit declined solely because we are a vape store and they do not except businesses of our nature Freedompay informed me they were not merchant processors but simply a third party and we would still need to find a actual process company In the meantime Revel charged us a initial 4,and was supposed to be getting all this set up on there own, which is why we paid all the additional funds, not to mention we are still being charged the a month and do not have any services with Revel A reputable company or one that cared about there customers would not be charging us until the setup was installed and completed I would like our account credited for all months we were charged that services were not setup and complete and for all future payments to be held until Revel services are set up, installed, and complete Sincerely, [redacted]
Hello, It looks like you are currently speaking with [redacted] in our Client Relations TeamShe has been assisting you in your request to cancel the systemPer our Terms and Conditions that were signed by you at the time of sale we do not offer any returns or refunds outside of the day windowI have attached a copy for your records [redacted] however is reviewing your case with leadership to see if we will make an exception to those terms [redacted] will follow up with you when she has a response Please let us know if there is anything further we can do to help
Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Hi ***, I have reviewed your request and researched your account history with our teamI see that you have been working with one of our Senior techs to resolve the programming portions of your issuesPlease see the timeline below: June 8th, 2015: Your full inventory was provided to our tech team to program into the system on your behalf June 9th 2015: Programming was completed and instructions were given to Jeanne on how to test to ensure everything was working correctly June 10th, 2015: Jeanne emailed in a list of questions, which were responded to; she replied acknowledging receipt of the information June 11th, 2015: Jeanne confirmed the programming was working correctly and was told she could reach out if she would like to schedule a follow up call Regarding your request for a full refund, we will not be able to offer this to you as you purchased the system in March of If you would like to terminate your relationship with Revel we would be willing to go outside of our standard return policy and offer you a refund of your hardware purchase amount minus a 35% restocking fee Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Revel has me over a barrel and I have to acceptThe system NEVER worked correctlyI simply can not spend anymore time and money on this systemWe have no trust that it will work correctly in the futureThey have a flawed product when it comes to retailing shopsWe wanted to return the system because we bought it in good faith and it NEVER worked rightSo after more then eighty hours we gave upI will never be able to forget what Revel did to [redacted] Art SuppliesI will post my experience with Revel when ever and where ever I can Final Consumer Response / [redacted] (3000, 12, 2015/08/17) */ Revel Systems received the merchandise on July 22nd We were supposed to get a refund by August 31thThey have not been forcoming in when we will get a refund Final Business Response / [redacted] (4000, 16, 2015/09/03) */ Client refund should have been received recentlyIf that is not the case, please alert us for further reviewOtherwise, I believe this case can be resolved
[redacted] (Revel Systems) Apr 6, 10:AM PDT Hi ***,Thank you for forwarding this on to me.I did review this clients case and we have already approved a return of the hardware for a refund and we are covering all shipping costs by providing [redacted] a FedEx label[redacted] just returned her hardware and we received it back yesterdayWe made it very clear to her that it will take 5-business days to process the refund and for the money to hit the account.The account has been cancelled and she will not be charged by Revel any further.Best, CR [redacted] Did you know that we introduce new features and enhancements every months? Update your Revel app to the latest version today!
Hello, I apologize for any confusion but we do integrate with QB OnlineI have even attached a screen shot from the Revel Management console that shows where the integration isYou would just need to go to Settings> On the Left hand side choose QuickBooks> and from there select "QuickBooks Online Integration" We also have the functionality of splitting checksThis is a basic function of the system that we can assist with If you are unhappy speaking with [redacted] we can have another Client Relations Rep reach out to assist
Complaint: [redacted] I am rejecting this response because: The ONLY reason we FOUND OUT that the batch did NOT process was because OUR company accountant caught this! This was a software GLITCH - there is a setting in the REVEL SOFTWARE set to AUTO BATCH No changes were made to this setting, one day it just DID NOT WORK (this happened x in Jan) We were NOT informed that the batch did not go through, otherwise, we would have obviously immediately worked to recover the funds immediately Again, the ONLY reason we knew this problem occurred was because our accountant caught it! In this particular case, it cost us thousands in batch errors; but before we were using this accountant (new person on our team), and for the few years that we have been using REVEL, we were probably exposed to many more of these Revel Software glitches and we could have potentially lost 10's of thousands of dollars! Other store owners using REVEL SOFTWARE should be aware that this could happen to them and it could CRUSH their business; furthermore, the fact that Revel Software has no intention of protecting their customers from this liability is extremely disappointing and bad for businesses When we reported this on the first occurrence that our accountant caught, they tried to pacify us by saying that 'management would make it right' = email attached So far, that has meant ZERO to us other than receiving a canned response about not being able to do anything after-allVery shameful and disappointing to be treated with disregard Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because I personally packed the boxes with EVERY ITEM that was sent to us and checked every item offWe do not have anything else from this company and it seems obvious that these guys are so slimy as to try to keep a portion of our moneyAnd for what purpose? What purpose would we have to keep any of that stuff when we want our money back since we NEVER GOT TO USE IT!!!!!!!!!!! I am blown away at this point and am desperate to let the world know about what has happened to usIf they had not received all of the items why did they not say so when they received the packages on 4/5?? Why wait until I send ANOTHER demand email on 04/17?? Something unsavory is going on at this company in order for them to take advantage of such small potatoes like us I cant believe itWe want ALL of our money back immediately! We have been waiting for months! [redacted]
Hello, I have added two screen shots here that show this issue is resolvedWe sent a replacement TV overnight at our expense to make sure you received the TV in time for the setupWe even went above and beyond and sent a flash drive completely free of charge so it can be used with the Revel app as intended I am glad to hear we were able to get this resolved for you
Initial Business Response / [redacted] (1000, 10, 2015/10/27) */ we communicated with the client and resolved the issue Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: this doesn't mean the issue is resolved and highly doubt it will resolve the problem on hold with them now as the same troubleshooting stepsnwe have been doint for past months I'm doing nowSincerely, [redacted] ***