Revel Systems Software


 

Revel is a cloud-based business platform that integrates operations and customer channels with point-of-sale (POS) functionality in a single dashboard. It is suitable for stores and restaurants of all sizes and provides users with a POS, as well as integrated inventory management, customer management and social media management.

Revel offers a data analytics application that tracks hourly sales, order history, payment summaries, product mix and sales summaries and presents the data in reports and graphs. Other features include managing loyalty programs and gift cards, mobile ordering and barcode support.

Business owners can control user access with with unique user IDs, passwords and swipe cards. Inventory management tools connect in-store and e-commerce channels to provide real-time inventory data. CRM features let users capture customer data and order history.

Revel offers support through training videos, live chat and over the phone. Integration with third-party partners like Apple Pay and QuickBooks are also available.

 

Revel Systems - iPad POS
 
  • Revel Systems - iPad POS
    iPad POS
  • Revel Systems - Ordering
    Ordering
  • Revel Systems - Reporting
    Reporting
  • Revel Systems - Login screen
    Login screen
  • Revel Systems - Checkout
    Checkout
Supported Operating System(s):
Web browser (OS agnostic), Windows 8

115 Reviews of Revel Systems

 

Start your review of Revel Systems

Click to start
http://www.softwareadvice.com/retail/revel-review/
Software Advice Reviews (93)
More Reviews (22)

Showing 1-20 of 93

Margaret from YAO Company
Specialty: Health & personal care
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

No Customer Service Department only a Customer Retention Department!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Sorely disappointed in this millenial run company. No sense of understanding of customer loyalty. When I showed up in person at their offices in San Francisco, it was lunch time and the elevators were a turnstile of delivery people bringing in "take out" food to the office. I was treated very poorly when met by the Director of Sales who tried to just pawn off my issue "until Monday". Here were are suffering from a massive company wide fiasco costing us many man hours and challenges serving our customers when these guys are just sitting around enjoying their venture capital take outs for lunch. Kinda hard to take when you're working your ass off 3 states away with no breaks and no one will even respond/acknowledge the massive mistake made by their company. We were finally told today that they do not even have a customer service/care department...only a customer retention department that they self described as the department for customers considering leaving. YES, we said...that's who we need to talk to (still at 5pm...no contact for this mysterious department provided). Creating an exit plan...Such a bummer. Had such high hopes for this product. Too bad the people behind the scenes totally stink.

Pros

Syncs for us seamlessly with Quickbooks online
Can handle large inventory
Lots of options for discounts and sales and alternative pricing and grouping
Love putting the orders together on on iPad and closing it out at the register on another.

Cons

Terrible, horrible, god awful customer service. The tech people are great at helping do a lot of things by phone; however when we did an update after a big fiasco with trying to resync iPads to printers and iPads to swipers, etc, we find out that our scale that we purchased through Revel for more cost when it was only worth less, we were told is no longer supported...this only 2 years after purchase. Sadly, we are so immersed in their system at present that we will have to purchase the new scale that they are supporting. We received zero notification that they were discontinuing the scale. The scale is a massive factor in our use of revel as 2/3 of our inventory is measured by grams. We have received run around after run around by phone, by email AND...even when I showed up at their office in San Francisco.

 
 

Craig from Santa Barbara Merchant Services Inc
Specialty: Restaurant
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Revel Systems for Table Service Lacks VERY VERY VERY Basic Tip Report for Servers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Before you buy Revel ask the sales rep to try to print a basic tip report with a server log in prior to batching out at the end of the day. It's not currently possible unless you give your server full financial access.

Pros

Revel Systems syncs with Quickbooks better than any other system I'm aware of. They most often sell the equipment with higher-end networking and wireless access points such as Meraki or Ubiquiti whereas others use residential Netgear, Linksys, or TP Link which jeopardizes the stability of using a tablet as your POS.

Cons

This oversight by Revel is ridiculous. However, are you table service and do you need your servers or other employees to take credit card tips out of the cash drawer at the end of their shift? Or leave a receipt in the drawer of how much they took out? If so it's not currently possible with Revision 2.22.9-61 or below for a server to print a basic tip report (unless you give them full financial access which includes labor rates for all other employees.). The iPad assigns the tip to whoever pays out the ticket when the customer leaves. So if your host uses his or her pin to close the ticket and the customer adds a tip that ticket is then assigned to the host rather than the waiter or waitress that helped them on the front end of revel. Furthermore, the manager can't even see a server's tips to pay out the credit card tips accurately from iPad until he or she has batched out at the end of the day. The only solution after two years of trying to remedy this situation for CajunKitchenCafe.com is to pull the report from a laptap on the backend after the point of sale has been batched at the end of the day or put the credit card tips on the employees paycheck which is a huge change to culture for most restaurants that have been in business for as long as Cajun Kitchen.

 
 

Christopher from San Antonio Pizza, Inc. & Maricopa Pizza, LLC.
Specialty: Franchise
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

Tablet POS

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I like the ease and function ability of the table. There are many great tools that can be customized to your business and your needs.

Cons

The customer service or support is not that good. There have been many times that a rep has given attitude or has not been able to help us. I would say by far the billing department is the worse of all.

 
 

Curtis from Born and Raised
Specialty: Restaurant
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Revel POS for a full service restaurant

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The software is easy to use and I like the fact that I can make product adjustments from anywhere. It is also relatively easy to get product support on any technical issues.

Cons

They need to improve the functionality of the large Google based KDS displays. We have learned to work around the shortcomings and Revel is steadily improving but it can be frustrating. The software updates can also be an issue because we are 24/7 location so can be difficult to find a good time to switch everything over when they update the iPad app.

 
 

Brooke from On the rocks
Specialty: Liquor store
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Worst of the worst.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I wasn't given the option to pick 0 or I would have. I would have given this company a great big fat 0 on all accounts for my review. Total waste of money. Run far and fast!!!!

Pros

If you can actually get this product to work your in luck because I hear it it supposed to do a lot of great things! Wouldn't know. Have had this system in my store for over 6 months and still have yet to work out the kinks to get it to work properly.

Cons

Forget customer service. You will never speak to anyone that knows what they are talking About. If you have a problem, which you will, good luck getting the parts to fix it. They will send you in circles for months at a time. Send you the wrong parts or non working parts. Not to mention the troubleshooting fiasco just to find out what part is junk that they send you. It's all trash from start to finish. Save yourself the time and aggravation and get a different system. If my store wasn't already open for business and I could switch i would. Currently looking into legal options.

 
 

Zach from On the Rocks
Specialty: Liquor store
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Save your money and DO NOT BUY!!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Do yourself a favor and look for another option. Don't waste your time!

Pros

Slim to none. This is a great thought, but the company as a whole is an absolute joke. Offers some really great features if/when they are operating

Cons

Technical support is the worst you will ever encounter! One representative will tell you one thing, and before you know it they have either dropped your call or pushes you off until someone better can assist you. Problem is they never call back. Not one consistent answer from anyone in the entire call center. It's truly comical they are still in business. Biggest waste of money

 
 

Josh from Burners Cigar Co.
Specialty: Tobacco
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

An expensive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

The Revel system is not for all businesses. The sales reps will tell you that the Revel system is capable of everything that all other POS systems will do. However to accomplish the same functions as others it is not as easy as they make it seem.

We have considered switching to an alternate POS system because the complicated structure of the Revel system takes quite a bit of work to manage.

Pros

The employee management features are good. It easy to create employee schedules and track employee profits and sales.

Cons

We switched to Revel from QuickBooks POS because we wanted to move to a cloud based POS. Our goal was to be able to manage our retail store and build an e-commerce business. We were told that the Revel system was capable of everything that QuickBooks POS did and much more. However, once we began building it out we quickly realized it was not capable of doing what the sales rep told us it would nor did it have many of the features we used in QB.

It took us nearly six months to completely rebuild our entire inventory system, because Revel did not support selling a single product by multiple units of measure (ex. soda by the can, case or 6 pack). Now that we finally have the system in place we've had problems with the inventory management system giving us false quantities resulting in over purchasing and/or running out of key products.

They also release new system updates and products every couple of months, however the new releases often have problems and many of the tech support personnel have no idea how to fix problems.

 
 

Susan from Grant Street Grocery and Market
Specialty: Grocery / supermarket
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Takes time to get up and running. Difficult scheduling training.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Mix of inventory and ingredients/ recipes costing - but this is a tedious process. Ease of entering initial inventory via uploading data from spreadsheet and Revel's assistance with that process.

Cons

Cumbersome reports/ reporting. Need totals on reports (ex. product inventory summary) Would be nice to be able to get detail on a number or item by clicking on it like Intuit/ Quickbooks works. Need more options for waste and be able to sort and total by type, class - ex. out of date, damaged, etc. Cumbersome interface between product entry and inventory- duplication required as we understand it. Need more knowledgeable customer support people who know the software well rather than a question always having to be a team effort to get answered.

 
 

James from Technology intelligence Agency
Specialty: Restaurant
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2017

April 2017

Everything was absolutely excellent!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

It's a huge undertaking when transitioning a restaurant from writing orders on paper tickets to the most advanced POS system. We were up to the challenge and so was Revel. Taking orders couldn't be easier. Revel saves the restaurant a lot of time and time is money.

Pros

The absolute best feature has to be the Ingredient Inventory. We have some fantastic recipes and this handy feature combines with our order management. We never run out of ingredients now that we have a Revel POS.

Cons

I feel like it needs just a little tighter Quickbooks integration.

 
 

Lisa from Cupcake Jones
Specialty: Restaurant
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

Not for the technology newbie....

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

The only reporting feature I would love to see is comparative reports so I don't have to piece them together. I want to know things like "sales last March versus sales this March", and "labor last month versus this month". That's how we track trends and right now we have to export as excel and wrote our own formulas to analyze this data. Overall, a good system for our small business.

Pros

Great reporting on the back end. Responsive to feedback. Constantly evolving and listening to customers. VERY customizable.

The systems are reliable (as long as your network is reliable) and I haven't had any Revel related downtime. We are a 7 day a week operation with two locations and the only problems we have had have been related to our own network reliability and one faulty iPad. Once we upgraded those, we were fine.

Cons

SUPER labor intensive to set up yourself. If you are at all uncomfortable with technology and terminology, hire someone to do this for you. If you are comfortable plucking around in setting up the backend yourself, go for it. I had TERRIBLE frustrations with the support team at launch. It was clearly an overseas call center and there was a language barrier where the agents were likely trained to simply read back scripted responses and not really think critically through my issues. I feel like maybe they added some US based support because sometimes when I call now, language and understanding is not an issue and I can get things solved quickly.

It can sometimes feel like this system is trying to be all things to all people, which can be both admirable and frustrating at the same time. There are SO many set up choices I don't need that I feel like a consultative sales approach (and more personal support at set up) would be more helpful but that would definitely cause costs to rise. It's a conundrum.

So just know that you'll save money if you feel confident setting this up yourself. If you aren't comfortable wit technology, be ready to spend a little on hiring a person to set you up.

 
 

Tony from Spin Cycle Laundromats
Specialty: Other specialty retailer
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2017

April 2017

Laundromat service user

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Good product, reporting, great customer support, a little pricey monthly but easy for staff to use and almost never goes down. Love the integration with QuickBooks online.

Pros

Great value and easy to use.

Cons

A little pricey with multiple locations.

 
 

Jimmy from Decorative Concrete Supply Inc
Specialty: Other specialty retailer
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Hand's Down,, Best Company out there!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Keep up the Great Work!!

Pros

I would say that everything is easy and not difficult so manage. I love everything about it, never had a issue with anything.

Cons

To be honest, I've never experienced anything that I would say needs fixing. To me it's perfect and would recommend to everyone!

 
 

Shan from Rally Pizza
Specialty: Restaurant
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

A disaster from start to finish

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

In theory, it should be great. But this system loses orders, loses discounts, moves voids from one ticket to another, loses payments, combines checks that have been split, splits checks that have been merged...I could go on and on. All the functionality in the world doesn't matter when a POS can't handle the basics. By far the worst experience I've ever had with a POS. It's cost me thousands of dollars in lost customers, lost credit card payments, money that I've spent paying my bookkeeper and other staff to straighten out all the issues, food that I've had to comp because orders were lost, etc. I've receive a total of $ in compensation from Revel. I've been stuck with this useless system for five months and cannot wait for the day I'm done with it.

Pros

What it can do in theory

Cons

The reality of how it actually works. The cost. Tech support. Customer support. Losing customers because of POS mishaps.

  Response: Revel Systems Inc., Revel Systems Inc.

Date: March 2017

March 2017

 

Hi Shan,
I am really sorry to hear that you have experienced so much frustration. I have taken a look at your ticket history and I can see what the source is here. Software updates are consistent across all iPad based POS software. Most clients never hit a bug, so we're very sorry to see you were hit by one or more in a row. This is not standard and we can assure you we're working to improve testing and our overall quality with each release. I can see that you are now working with a senior agent and that things apprear to be moving in the right direction. Again, we apologize and appreciate your patience in working with us.
Regards,
Sarah, Community Manager, Revel

 
 

Christian from AMB Foods llc
Specialty: Other specialty retailer
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Skeptical at first...

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

After months of wrangling with the decision of which system to invest in I cautiously went forward with Revel. 2 terminal system only so if it didn't work out the damages would be minimal. I learned the hard way jumping in with two feet real quick with Clover. (Different business than the one I bought Revel for. The CC processor is really to blame for saying that Clover is a good system for full service restaurants and I'm to blame for not verifying.) That was a disaster. Paying monthly for a pile of stuff I never went live with. Back to Revel. So many negative reviews made me really worried but after so much research, a: it seemed like it was very robust, more than any other cloud based system, something that would be difficult to quickly outgrow, b: relatively cheap entry cost, albeit the most expensive ongoing costs (more on that later), and c: every system turns out to have overwhelming negative reviews by my count.
After reading all the reviews 2 things stuck out to me. One, I was real concerned about the support teams. It was such a common theme amongst so many review sites. Two, I sensed a bit of naivete on many of the negative reviews. After reading between the lines I figured this was a very complex system and one would have to put forth a lot of effort to get it set up and working well for your business. It does not plug and play. It could be but you would be barely scratching the surface of what it is capable of. The lack of support made it seem like someone with little experience with computers and or POS systems should stay far away. We have been live for over a month and I felt compelled to get on here and tell about my experience. Completely exceeded my expectations. To be clear, it has been a challenge getting it all where it is now. We went live 16 days after it arrived in the mail. That's not enough time. My own fault for dragging my feet. Give yourself 30 days. That would be a nice luxury. Plan on adapting it to your business. This system is designed for such a broad spectrum of businesses so don't expect it to be perfect just for you. That will take time. We have so much more tweaking and customizing ahead. Recipe builds, ingredient unit and cost data etc. You will only get out what you put in. The support that comes with the system combined with the fact that you get lifetime updates as the system is improved and having features added makes the monthly cost worth it to me. Thanks to an agent of NY for giving me all the information I needed without any of the typical sales pressures. I will be adding the self serve kiosk sometime this month. Can't wait to bring that exciting feature to our customers.

Pros

Basic programming is relatively easy, uploading large amounts of items via excel spreadsheet was great. The support has been awesome! We have made a few mistakes on our end and they have gotten us back on track, plus quickly been able to guide us through some more complex feature programming. No issues have gone unresolved and none have gone into the 2nd day. No issues have been in any way critical or serious either.

Cons

Even though our system is 100% hardwired it still requires an access point that is wireless. I don't like the potential issues with wireless. A few days ago one of the terminals was having a spotty connection issue.

 
 

Nik from Triton Brewing Company
Specialty: Other specialty retailer
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Very costly and riddled with glitches

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

- Very insightful data displays
- Great inventory tracking
- Mobile units are nice for busy shifts
- Customer files make it easy to keep up with trends

Cons

- Customer service is very lacking. One issue usually takes multiple reps to resolve and if you are in a hurry... Good luck.
- Loyalty points do not accrue even though we pay for the service
- Reporting data is not always realizable and accurate. Numbers from a closed out day often change and skew tax reports.
- Extremely expensive
- Still waiting on iOS 10 compatibility even though it's been out for months
- Updates are very frustrating and we never get any notification that an update is ready to install. Have even had customer service reps caution us about updating too quickly due to bugs and glitches.

 
 

Laura from Wood Floors
Specialty: Restaurant
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Now with Dragontail systems it will allowed us to use the best deliveries and food preparation results.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This system works perfectly and smoothly. My employees loved working with it and there is no doubt that it will work with every company.

Advice to Others

You won't regret using Revel Systems. Very recommended!!!

 
 

Geaorge from Wingstop
Specialty: Restaurant
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

February 2017

February 2017

We're using Revel POS in all our QSR.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Extremely friendly, professional and now with the option of Dragontail systems which will allow us to make deliveries "state of art" it's the perfect POS.

 
 

Shawn from Red House Advertising and Internet Marketing
Specialty: e-Commerce
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

REVEL POS Brought NON-Profit To It's Knees - ISSUE NEVER RESOLVED

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Back in August, after a meeting with Rethreaded concerning their POS and CRM needs, I contacted QuickBooks looking for an integrated system to work with QuickBooks, while serving as a POS, and an e-commerce solution. QuickBooks 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 QuickBooks 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 to him what my most important needs were and forwarded him the quote from QuickBooks. These needs were clearly explained to be: complete integration to QuickBooks 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 the Verizon 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.

The represenatative informed me that he was at the annual Revel Conference and would work directly with his supervisor, to create a solution package that would fit my needs. I was always clear about Rethreaded and in an email on September 9th, “Allow me to put it like this, the reason we would agree to pay for you to install the system is my client felt like you cared about them and to create an amazing PR story for our local news (which has already agreed to cover the story).”

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 Intuit that would cover almost half of our Revel conversion costs. On September 12th, they emailed me the Terms and Conditions of the Intuit Cash Back Offer. We went back and forth throughout the month of September concerning pricing, even though I was originally told my quote from Intuit could be met. I even went as far to pass along monthly invoice sent to Rethreaded by Vend. Rethreaded wanted to switch their system for improved features at a fair cost because of their nonprofit status.

Revel seemed like a company full of solutions. Another solution presented was in the installation of the system. After they expressed to me that Revel was the number one POS system in retail locations, together team and myself, saw the opportunity to train Rethreaded survivors to become experts on Revel’s front-end management system. This would allow them to further grow their career skill set and offer a better future. This was a key selling point of going with Revel, rather than building a proprietary 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 representative kept referring to them as order takers. My response was I am not looking at order takers but a POS system. He 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 him 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 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. Furthermore they informed me that it would be much easier if we paid an additional fee to have Revel do the complete install and training. They proposed that it would save time on the install which would reduce my budget cost and that by being trained by a Revel professional, the Rethreaded organization would have the ability to go live the same day. To conclude our sales process, the final step was the approval by the executive board of Rethreaded. The board requested a meeting with Revel’s representatives, in which they would give a complete demo and answer questions/concerns about Rethreaded’s workflow and Revel’s ability to meet those needs.

During that call, we went through a number of questions, mostly led of Rethreaded. I left the meeting feeling confident and even emailed them after the meeting saying, “I feel the meeting was very productive and answered all of Rethreaded’s questions…”
The Board meeting with them supposedly answered our questions. Here are some issues we went through during the meeting: they asked if Revel would be able to group products into either sales channels or product groups. He responded that, yes, Revel supports this with the option to build classes of people to make everything more specific. He further stated that automated reports would be emailed daily with the ability to track by sales channel and product group. The sales channels were defined as retail, wholesale, corporate sales, home parties, warehouse events, outside events, and ecommerce. We were also informed that commissions could be recorded on a transaction by transaction basis driven by who was logged into the device. Retail channels for Rethreaded were discussed. Once again (and without any reference to a price change), myself and the representative with the Board were assured a wholesale, retail, home channel, and any other sales channel would be possible. We were told directly that the person ringing in a transaction would simply need to login by event type. These tasks can only be achieved by having multiple establishments which equates to your Enterprise package. This price difference was never discussed. We were led to believe it was all included in what we were getting.

Customer tracking translates to funding for Rethreaded. As mentioned earlier, the representative and the Board were also adamant that customers needed to be categorized properly. Rethreaded needed to assign customers to the right categories. Often the same person belongs to multiple groups whether they be a customer, volunteer, employee, or a donor. If not, the cost of switching systems would not provide enough return on investment to Rethreaded. 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, they 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. The entire call led us to believe that the Revel representative coming to the training would teach us the CRM. He asked about the ability to scan barcodes, the representative responded that the M-Tab reader had the Bluetooth scanning capability built-in. Upon receiving the M-Tab scanner, we were sent scanners that did not have the built-in capability for barcode reading. **Simply put, this was one of many times your company dropped the ball.**

I was led to believe the Revel Training Expert would be my answer to every installation and training concern. The representative overall answer to getting everything setup the way we asked was, “That is why you are hiring the Revel expert for training.” Myself, the CEO of my company, the representative from Rethreaded, and the Board all believed that the Revel Installation would be the situation where all of our issues were solved. If it fell under the umbrella of installation or training, the on-site Revel installer would handle all of the setup issues. After that meeting, Rethreaded and myself had complete confidence that Revel was the solution for us. We went into the final approvals of hardware and service packages. During this time of looking at the hardware, the representative had failed to include all items that were originally quoted to us by QuickBooks. When the representative sent over the final quote, he had removed several of the M-tab readers and cases. In our email on September 28th, he acknowledged his mistake and included the missing hardware. During our sales process, several times, I had to point him back to our first conversation and the quote I originally sent from QuickBooks. Throughout the process, it seemed like he was trying to upcharge me past what I had been originally quoted.

It was only my diligence on pricing that saved Rethreaded, a nonprofit organization, unwarranted expenses. When I received the final quote on September 28th, I directly asked the representative how much the shipping costs would be and made him aware again that Rethreaded was a nonprofit business that is not charged tax. He responded that shipping would be around $. I expressed this was a high price but recognized the necessity of accepting. I found out days later that Revel had charged me the tax and clumped it into one fee as a shipping fee. Once it was discovered, I was credited back the taxable fees (after several emails) and I was charged the correct shipping amount, which totaled less than $. **Once again, this shows your company trying to make another dollar and dropping the ball.**

The onboarding process was not made clear. Upon signing our agreements, I received an avalanche of emails for an onboarding process. After reviewing the avalanche of emails, I sent him an email and spoke with him on or about October 18th, stating that if I followed everything requested in the emails for onboarding, then I saw no need for Revel to come and do the install and wanted to go about getting a refund for the installation and training as I felt I could do it myself. I requested a documentation that clearly outlined what came with the install, I did not receive this for two days. I also requested a meeting with them regarding cancelling the install and getting a refund. During that call, I was informed by them to do my best in completing the initial 8 steps of the onboarding. Anything else, I was assured would be completed by Revel’s installation team. They assured me the best option was to have an installer from the Revel team come out and still save me the headache the install.

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. Having to send additional equipment **Once again dropping the ball showing another mistake that was made by your sales team.**

The representative was essential in assisting with installation, yet he still couldn’t meet the promised timeline. In addition to the training, I once again brought up my concern about creating the sales order process, the ingredients, and how that would be set up as well as the CRM. I was reassured that the Revel training and installation team would handle all of that and do a superior job. Upon the day of installation, I had the privilege of meeting with him and quickly discovering that if I had done the whole onboard process that my system would have already been set up and the only thing he would have had to do is train me. Instead of doing the entire process, I was assured by them to relax and the day of the install would go smoothly.

On the day of the install this was quickly found not to be true. After going through the install with the representative, it confirmed that if I had done the entire onboarding process I would have not have needed to pay for the install or training. Furthermore, after working throughout the day with him, at several different points of the install, he informed us that Revel would not be able to do key functionality that we had requested – like sales channels. He stated that we would have to have additional establishments and I would need to talk with my sales reps about how to activate those establishments. This was the main reason we selected Revel and decided to change systems at all.

Upon receiving the hardware, I left everything in the box for the day of the install. I only pulled out the main iPad so I could complete the minimum necessary steps for onboarding advised by them. The day of the install, I brought the equipment and the representative opened the box. He led me to believe we were given one extra M-tab and case.TI informed him of the extra equipment only to be told by the representative later, that he had made a mistake, it was not extra equipment. It was the actual M-tab and case that would hold the iPad currently running Rethreaded’s current POS system, Vend. He can confirm that I had no extra equipment so at this point in time, we demand that invoice #210571 for the amount $ be immediately removed from our account. During the day of the install, all we could accomplish was the install and a 50% training on the backend. Nothing was trained on the front end, nor was the system able to go live as promised during the whole sales process. **Once again dropping the ball showing another mistake of your sales team.**

The webinar training provided by him should not be charged to my account. He went over and beyond trying to resolve all of the issues that the sales reps had created. I am grateful for his offer and kindness but it still did not meet what was offered/promised during the sales process. In addition, he did a front-end training via webinar which we documented and used to create a custom training document for Rethreaded [click the link for the document]. This webinar training should not be a charged as a part of the install and training because this is offered for free to anyone signing up for Revel (as it was not done at Rethreaded’s location).

When I returned hardware sent to me, I did not receive the refund in a timely manner. I still don’t have the money back. He sent us the incorrect iPad Minis. He was completely aware and directly told that these iPads would need mobile data capability, preferably with Verizon capability. Instead he sent us the Wi-Fi only iPad Minis. In the replacement process of the iPad Minis, he requested for us to return the wrong ones and that I would be charged for the new ones in the meantime. I hesitated to do this because I felt that there was no need for the duplicate charge. I paid out of my own pocket to ship it, expedite it, insure it, and for signature confirmation. Upon delivery, I did not receive the refund as promised.

In fact, the refund only started because I followed through on tracking and determined the package had been delivered. Your company signed for the unopened products on November 9th. On November 17th, I was told by him that we would get our refund in three to five days. By November 25th, I had been handed off to a brand-new person who was then telling me I would need to wait an additional 3-5 business days. I escalated the issue with my bank and they gave Revel a full week to resolve the matter. As of today, the matter has yet to be resolved.**Someone dropped the ball on this one.**

QuickBooks ProAdvisors could not perform what was promised to be by Revel. Meaning, what I was promised was not possible. After the install and training was complete, I contacted my sales rep asking him about setting up additional establishments or how to clearly define my sales channels. My exact words as of November 15th were “I shared my concerns several times during the sales processes that Revel sounded good but I was very concerned that it wouldn’t be able to be configured to our needs…only to have every objective overcome by him or yourself reassuring me Revel was the answer for our needs.”
Rethreaded never would have switched if different sales channels weren’t included. I was informed by both that my QuickBooks expert would have to configure that on the QuickBooks side. I hired QuickBooks Certified professional and ProAdvisor of FairwindsBiz. During her time of setting up the proper mapping for QuickBooks, she clearly shared with me that there is no way to set up sales channels because there were no sales channels set up by Revel as originally requested. Per advice, he directed us to work directly with Revel’s QuickBooks specialist. We tried for several hours while my own expert was on site and working with Revel’s team – with no success. At that point, I needed to confirm my beliefs that the only way that the sales channels could be created is through establishments. Establishments are only offered in the Enterprise package.

An additional QuickBooks ProAdvisor confirmed Revel could not deliver as promised without a considerable price hike. To confirm I had set up everything properly and integrated Revel, we contacted advanced QuickBooks ProAdvisor and Certified Revel POS Consultant confirmed that I was completely correct and that the only way I could establish sales channels were through additional establishments and that yes this was an Enterprise feature. He agreed this should not be an enterprise feature considering this is the same business, same tax ID, and same entity just to be able to track all of the sales channels. I shared all of the details I had gone through with the sales process as well as what the installation was to do, he then advised me that I was completely on the right track and this wasn’t the first time he had seen a Revel install go the wrong direction because of the sales rep giving misleading information.

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.

I would like to offer the following solution to this issue: I can reconcile this issue right away, as long as M-tab scanners can be exchanged for a Bluetooth capable option and Rethreaded is offered 18 months of the Enterprise plan. I formally request that for the life of the 18-month contract, that the enterprise functionality, or the ability to add additional establishments, is given to Rethreaded at no additional costs – under the condition that it is still run under the same tax ID and reseller’s certificate. This would not be a condition if Rethreaded opened an additional sales location. I request CEO of Revel, to meet with the women of Rethreaded either in person or via video chat to speak about the trials, tribulations, and successes of being a woman-owned business and the success she’s had in the past three years. All would be to give hope to the survivors that they can achieve whatever their hopes or dreams may be. As mentioned many times via email and by phone, Revel was of great interest to us not only for their product offerings but for their woman-owned business status. This serves as an inspiration for Rethreaded’s survivors. I know this would be an advantageous meeting for both Rethreaded and Revel.

In the event that my request cannot be met, we would like a full refund for every penny spent with Revel to include: hardware, software, training, installation, shipping, and any additional fees incurred by my company of loss of time or efforts (not to exceed an additional amount of $ this is fair considering my billable rate is $ an hour).

REVEL HAS FAILED TO AGREE TO FAIR TERMS AND NOW WON"T ACCEPT A REFUND. Keep in mind Revel dragged out the 30 day refund period to defraud be out of the ability to exercise my right to a refund.

Pros

I can't find any pros with this system.

Cons

Not trustworthy. Product does not perform the way stated in the sales processes. Horrible company that is only driven by their successes at the expense of small businesses.

Advice to Others

Stay Far Away! Feel free to contact me for full disclosure of my experience with Revel Systems. I now have to pay thousands of dollars to fight Revel in court.

  Response: Revel Systems Inc., Revel Systems Inc.

Date: February 2017

February 2017

 

Hi Shawn,

I apologize for the for the frustration you have experienced so far. It sounds like there has been some confusion here. You have been working with our Client Relations team for some time now and we have offered several solutions for your business.
I am sorry that you got the impression that our EMS capability is a free service, but it is not. We would have loved for you to use Revel and to "Go Live" but unfortunately we do not allow 2-week "trial periods" which I believe you have recently suggested. Your Terms & Conditions allowed for you to return your hardware within 30 days (this always depends on the T&Cs) and you purchased the hardware on 10/11/2016. You are more than welcome to sell your hardware, of course.

Hope this helps you with your decision either way.
Regards,
Sarah, Community Manager at Revel

 
 

Dan from Armor Nutrition
Specialty: Other specialty retailer
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

Do NOT trust!!! Support is from another country and they do not hold true to their word.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I signed up for this service after being promised certain functions. After I was on the phone with the onboarding team. In which I could barely even understand due to the dialect. I was told informed they system could not do what I needed it to do. So I decided to cancel. I was charged a restocking fee for the credit card processing machine which was not even supposed to be sent to me until I decided on a credit card processor. I sent them the email showing that the salesman said he made a mistake and forgot that he was not supposed to ship them out. And they still would not waive the processing fee. This company is an absolute nightmare.

Pros

Nothing

Cons

I was treated like crap. They do not care about their customers.

Advice to Others

Do not use this company support sucks and they do not hold to their word. They only care about making money not the customers success.

 
 

Peter from Mad Taco
Specialty: Restaurant
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Trust the Bad Reviews

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

For the sake of easy reading, I will simply say that at 49 years old, I have never had a worse experience in terms of product capability, professionalism within a company, accountability, and most of all, service. So bad was the product and service, that I willing gave up the initial expense, to allow myself to walk away from any contractual obligation. And this was after only months of use. There is too much negative to put down in a review. We literally had issues with every system of the program: setting up the system, the loyalty program, programming the system, credit card processing, state taxes, and revel not understanding restaurants and the nomenclature of the industry. Advice: Look for a system that clearly outlines their service obligations. Make sure that you are able to speak to someone in the company, and not to an outsourced panel of phone answers who's only response is, "I am sorry that you are having this problem" and who are in no way able to offer solutions to your issues. You will spend hours on the phone during the life of your revel relationship pulling out your hair, yelling things at people overseas that are not typically in your vocabulary or character to say, and ultimately so frustrated that you too, will be looking for ways out of this bad relationship.

Pros

Few

Cons

Many

  Response: Revel Systems Inc., Revel Systems Inc.

Date: February 2017

February 2017

 

Hi Peter,

I am sorry to hear you had such a poor experience and that we weren't able to turn it around for you. It is definitely not characteristic of our platform or current Customer Support structure.

I took a look at your history and I see that you have not been a customer for some time now and that your primary issue stemmed from networking - if the networking is not functioning properly, of course, it can cause problems, and it can sometimes be environmental.

We have definitely made a lot of advances since you were a customer and we now offer an Apple Ethernet Connect solution which solves trickier situations. I am just sorry we weren't able to offer this option to you formerly. Regardless, your feedback is appreciated.

- Sarah, Community Manager at Revel

 
 
 
Write a Review
Showing 1-20 of 22

Jennifer from Redtail Aviation
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Wrong decision

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Just over a year ago we decided to move our POS system from Quickbooks POS to Revel POS and we have never stopped regretting that decision. The support is horrible, standard features that should always be available in POS are always "coming with the next update", the updates cause more problems than they fix, and the whole system is geared toward restaurants which is not at all what we do.

Pros

In theory, it would be awesome, but we needed reality and it's miserable.

Cons

Standard features are missing, support is rude and one of our tech guy spends 70 percent of his day on the phone with support trying to get help which takes days or weeks (or never) to resolve. The networks (emphasis on the plural) we had to set up to make this work were ridiculous. Each individual POS terminal requires it's own network with 4 appliances which is really messy and seems redundant, but it doesn't work any other way.

Advice to Others

Don't get it until they make some serious improvements to this software.

Source: Capterra
 

Shawn from Red House Advertising and Marketing
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

REVEL Systems Failed My Client

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Back in August, after a meeting with Rethreaded concerning their POS and CRM needs, I contacted QuickBooks looking for an integrated system to work with QuickBooks, while serving as a POS, and an ecommerce solution. QuickBooks 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 QuickBooks 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 to him what my most important needs were and forwarded him the quote from QuickBooks. These needs were clearly explained to be: complete integration to QuickBooks 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 the Verizon 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.

The sales rep informed me that he was at the annual Revel Conference and would work directly with his supervisor to create a solution package that would fit my needs. I was always clear with them about Rethreaded and in an email on September 9th, “Allow me to put it like this, the reason we would agree to pay for you to install the system is my client felt like you cared about them and to create an amazing PR story for our local news (which has already agreed to cover the story).”

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 Intuit that would cover almost half of our Revel conversion costs. On September 12th, He emailed me the Terms and Conditions of the Intuit Cash Back Offer. We went back and forth throughout the month of September concerning pricing, even though I was originally told my quote from Intuit could be met. I even went as far to pass along monthly invoice sent to Rethreaded. Rethreaded wanted to switch their system for improved features at a fair cost because of their nonprofit status.

Revel seemed like a company full of solutions. Another solution presented was in the installation of the system. After they expressed to me that Revel was the number one POS system in retail locations, together we, saw the opportunity to train Rethreaded survivors to become experts on Revel’s front-end management system. This would allow them to further grow their career skill set and offer a better future. This was a key selling point of going with Revel, rather than building a proprietary 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. He kept referring to them as order takers. My response was I am not looking at order takers but a POS system. He 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 Justin 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 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. Furthermore, he informed me that it would be much easier if we paid an additional fee to have Revel do the complete install and training. They proposed that it would save time on the install which would reduce my budget cost and that by being trained by a Revel professional, the Rethreaded organization would have the ability to go live the same day. To conclude our sales process, the final step was the approval by the executive board of Rethreaded. The board requested a meeting with Revel’s representatives, in which they would give a complete demo and answer questions/concerns about Rethreaded’s workflow and Revel’s ability to meet those needs.

During that call, we went through a number of questions. I left the meeting feeling confident and even emailed them after the meeting saying, “I feel the meeting was very productive and answered all of Rethreaded’s questions…”
The Board meeting with them supposedly answered our questions. Here are some issues we went through during the meeting: Jason asked if Revel would be able to group products into either sales channels or product groups. He responded that, yes, Revel supports this with the option to build classes of people to make everything more specific. He further stated that automated reports would be emailed daily with the ability to track by sales channel and product group. The sales channels were defined as retail, wholesale, corporate sales, home parties, warehouse events, outside events, and ecommerce. We were also informed that commissions could be recorded on a transaction by transaction basis driven by who was logged into the device. Retail channels for Rethreaded were discussed. Once again (and without any reference to a price change), myself and he with the Board were assured a wholesale, retail, home channel, and any other sales channel would be possible. We were told directly by him that the person ringing in a transaction would simply need to login by event type. These tasks can only be achieved by having multiple establishments which equates to your Enterprise package. This price difference was never discussed. We were led to believe it was all included in what we were getting.

Customer tracking translates to funding for Rethreaded. As mentioned earlier, Jason and the Board were also adamant that customers needed to be categorized properly. Rethreaded needed to assign customers to the right categories. Often the same person belongs to multiple groups whether they be a customer, volunteer, employee, or a donor. If not, the cost of switching systems would not provide enough return on investment to Rethreaded. As a nonprofit, every single dollar they make can be directly translated to getting women out of sex trafficking. 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, they 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. The entire call led us to believe that the Revel representative coming to the training would teach us the CRM. Jason asked about the ability to scan barcodes, he responded that the M-Tab reader had the Bluetooth scanning capability built-in. Upon receiving the M-Tab scanner, we were sent scanners that did not have the built-in capability for barcode reading. **Simply put, this was one of many times your company dropped the ball.**

I was led to believe the Revel Training Expert would be my answer to every installation and training concern. His overall answer to getting everything setup the way we asked was, “That is why you are hiring the Revel expert for training.” Myself, the CEO of my company, the Board all believed that the Revel Installation would be the situation where all of our issues were solved. If it fell under the umbrella of installation or training, the on-site Revel installer would handle all of the setup issues. After that meeting, Rethreaded and I had complete confidence that Revel was the solution for us. We went into the final approvals of hardware and service packages. During this time of looking at the hardware, Justin had failed to include all items that were originally quoted to us by QuickBooks. When He sent over the final quote, he had removed several of the M-tab readers and cases. In our email on September 28th, he acknowledged his mistake and included the missing hardware. During our sales process, several times, I had to point he back to our first conversation and the quote I originally sent from QuickBooks. Throughout the process, it seemed like he was trying to upcharge me past what I had been originally quoted. (On a personal level I appreciated the true care extended to us during Hurricane Matthew as the path of the hurricane went right through Jacksonville).

It was only my diligence on pricing that saved Rethreaded, a nonprofit organization, unwarranted expenses. When I received the final quote on September 28th, I directly asked him how much the shipping costs would be and made him aware again that Rethreaded was a nonprofit business that is not charged tax. He responded that shipping would be high. I expressed this was a high price but recognized the necessity of accepting. I found out days later that Revel had charged me the tax and clumped it into one fee as a shipping fee. Once it was discovered, I was credited back the taxable fees (after several emails) and I was charged the correct shipping amount. **Once again, this shows your company trying to make another dollar and dropping the ball.**

The onboarding process was not made clear. Upon signing our agreements, I received an avalanche of emails for an onboarding process. After reviewing the avalanche of emails, I sent him an email and spoke with him on or about October 18th, stating that if I followed everything requested in the emails for onboarding, then I saw no need for Revel to come and do the install and wanted to go about getting a refund for the installation and training as I felt I could do it myself. I requested a documentation that clearly outlined what came with the install, I did not receive this for two days. I also requested a meeting with them regarding cancelling the install and getting a refund. During that call, I was informed by them to do my best in completing the initial 8 steps of the onboarding. Anything else, I was assured would be completed by Revel’s installation team. They assured me the best option was to have an installer from the Revel team come out and still save me the headache the install.

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. Having to send additional equipment **Once again dropping the ball showing another mistake that was made by your sales team.**

Rodrigo was essential in assisting with installation, yet he still couldn’t meet the promised timeline. In addition to the training, I once again brought up my concern about creating the sales order process, the ingredients, and how that would be set up as well as the CRM. I was reassured that the Revel training and installation team would handle all of that and do a superior job. Upon the day of installation, I had the privilege of meeting with Rodrigo and quickly discovering that if I had done the whole onboard process that my system would have already been set up and the only thing he would have had to do is train me. Instead of doing the entire process, I was assured by them to relax and the day of the install would go smoothly.

On the day of the install this was quickly found not to be true. After going through the install with Rodrigo, it confirmed that if I had done the entire onboarding process I would have not have needed to pay for the install or training. Furthermore, after working throughout the day with Rodrigo, at several different points of the install, he informed us that Revel would not be able to do key functionality that we had requested – like sales channels. He stated that we would have to have additional establishments and I would need to talk with my sales reps about how to activate those establishments. This was the main reason we selected Revel and decided to change systems at all.

Upon receiving the hardware, I left everything in the box for the day of the install. I only pulled out the main iPad so I could complete the minimum necessary steps for onboarding advised by them. The day of the install, I brought the equipment and Rodrigo opened the box. Rodrigo led me to believe we were given one extra M-tab and case.TI informed him of the extra equipment only to be told by Rodrigo later, that he had made a mistake, it was not extra equipment. It was the actual M-tab and case that would hold the iPad currently running Rethreaded’s current POS system, Vend. Rodrigo can confirm that I had no extra equipment so at this point in time, we demand that invoice #210571 for immediately removed from our account. During the day of the install, all we could accomplish was the install and a 50% training on the backend. Nothing was trained on the front end, nor was the system able to go live as promised during the whole sales process. **Once again dropping the ball showing another mistake of your sales team.**

The webinar training provided by Rodrigo should not be charged to my account. Rodrigo went over and beyond trying to resolve all of the issues that the sales reps had created. I am grateful for his offer and kindness but it still did not meet what was offered/promised during the sales process. In addition, Rodrigo did a front-end training via webinar which we documented and used to create a custom training document for Rethreaded [click the link for the document]. This webinar training should not be a charged as a part of the install and training because this is offered for free to anyone signing up for Revel (as it was not done at Rethreaded’s location).

When I returned hardware sent to me, I did not receive the refund in a timely manner. I still don’t have the money back. He sent us the incorrect iPad Minis. He was completely aware and directly told that these iPads would need mobile data capability, preferably with Verizon capability. Instead he sent us the Wi-Fi only iPad Minis. In the replacement process of the iPad Minis, he requested for us to return the wrong ones and that I would be charged for the new ones in the meantime. I hesitated to do this because I felt that there was no need for the duplicate charge. I paid out of my own pocket to ship it, expedite it, insure it, and for signature confirmation. Upon delivery, I did not receive the refund as promised.

In fact, the refund only started because I followed through on tracking and determined the package had been delivered. Your company signed for the unopened products on November 9th. On November 17th, I was told by him that we would get our refund in three to five days. By November 25th, I had been handed off to a brand-new person who was then telling me I would need to wait an additional 3-5 business days. I escalated the issue with my bank and they gave Revel a full week to resolve the matter. As of today, the matter has yet to be resolved.**Someone dropped the ball on this one.**

QuickBooks ProAdvisors could not perform what was promised to be by Revel. Meaning, what I was promised was not possible. After the install and training was complete, I contacted my sales rep asking him about setting up additional establishments or how to clearly define my sales channels. My exact words as of November 15th were “I shared my concerns several times during the sales processes that Revel sounded good but I was very concerned that it wouldn’t be able to be configured to our needs…only to have every objective overcome by him or yourself reassuring me Revel was the answer for our needs.”
Rethreaded never would have switched if different sales channels weren’t included. I was informed by both of them that my QuickBooks expert would have to configure that on the QuickBooks side. I hired QuickBooks Certified professional and ProAdvisor. During her time of setting up the proper mapping for QuickBooks, she clearly shared with me that there is no way to set up sales channels because there were no sales channels set up by Revel as originally requested. He directed us to work directly with Revel’s QuickBooks specialist. We tried for several hours while my own expert was on site and working with Revel’s team – with no success. At that point, I needed to confirm my beliefs that the only way that the sales channels could be created is through establishments. Establishments are only offered in the Enterprise package.

An additional QuickBooks ProAdvisor confirmed Revel could not deliver as promised without a considerable price hike. To confirm I had set up everything properly and integrated Revel, we contacted advanced QuickBooks ProAdvisor and Certified Revel POS Consultant. He confirmed that I was completely correct and that the only way I could establish sales channels were through additional establishments and that yes this was an Enterprise feature. He agreed this should not be an enterprise feature considering this is the same business, same tax ID, and same entity just to be able to track all of the sales channels. I shared all of the details I had gone through with the sales process as well as what the installation was to do, he then advised me that I was completely on the right track and this wasn’t the first time he had seen a Revel install go the wrong direction because of the sales rep giving misleading information.

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.

I would like to offer the following solution to this issue: I can reconcile this issue right away, as long as M-tab scanners can be exchanged for a Bluetooth capable option and Rethreaded is offered 18 months of the Enterprise plan. I formally request that for the life of the 18-month contract, that the enterprise functionality, or the ability to add additional establishments, is given to Rethreaded at no additional costs – under the condition that it is still run under the same tax ID and reseller’s certificate. This would not be a condition if Rethreaded opened an additional sales location. I request CEO of Reve to meet with the women of Rethreaded either in person or via video chat to speak about the trials, tribulations, and successes of being a woman-owned business and the success she’s had in the past three years. All would be to give hope to the survivors that they can achieve whatever their hopes or dreams may be. As mentioned many times via email and by phone, Revel was of great interest to us not only for their product offerings but for their woman-owned business status. This serves as an inspiration for Rethreaded’s survivors. I know this would be an advantageous meeting for both Rethreaded and Revel.

In the event that my request cannot be met, we would like a full refund for every penny spent with Revel to include: hardware, software, training, installation, shipping, and any additional fees incurred by my company of loss of time or efforts.

REVEL HAS FAILED TO AGRRE TO FAIR TERMS AND NOW WON"T ACCEPT A REFUND. Keep in mind Revel dragged out the 30 day refund period to defraud be out of the ability to exercise my right to a refund.

Pros

There aren't any pros.

Cons

Misleading sales and lack of customer service.

Source: GetApp
 

Claire from The Granola Bar
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2016

December 2016

Great program!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We use Revel as our point of sales system at the restaurant I work in. After switching to revel from a previous program, I was immediately pleased with how easy and intuitive the program is. Splitting checks is extremely easy to do, no matter how many you have to split it into. This was not the case with our old program. It allows the ability to color code categories and even put an image on a button. Another excellent feature is that servers cannot swipe a card or cash out a bill that is not under their name. This eliminates report mix-ups and the hassle of having to calculate how much of another server's tips you ended up with and owe back to them because it can't happen. Overall, Revel was an excellent upgrade and continues to be an excellent program.

Pros

How intuitive and easy to use it is

Cons

Doesn't calculate tip percentages

Source: Capterra
 

Emma from Taylor Street Baristas

November 2016

November 2016

Good - but has great mobile app partner in PepperHQ

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Revel itself is a solid system, but it was not until we integrated it with a mobile app platform (one of their partners, who seem to only work with Revel) that we really started to get a return on investment from the Revel system. The two systems work brilliantly together and have transformed not only the customer experience, but also our operational efficiency. Revel itself is only part of the solution, Pepper HQ - check them out at http://pepperhq.com - is the key to unlocking the value and extending the features within Revel and I think Revel have been very clever getting these guys to partner with them - massive advantage over any other EPOS provider.

Pros

as I said the best thing out the solution is that it integrates so well with our mobile app from Pepper http://pepperhq.com

Cons

not the greatest support; people seem to leave the company all the time...

Advice to Others

I don't like the fact that they charge an API charge to integrate with the app

Source: Capterra
 

Brittany from Fleisher's Craft Butchery

November 2016

November 2016

Great system!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We use it for transactions in our retail shops. I love the ease of looking up sales data. I use this for predictive sales of products for the upcoming year.

Source: Capterra
 

Jake from Accounting in Motion
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2016

November 2016

A Powerful POS

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The Revel system is everything you need in an iPad POS. It is loaded with options and functionality for use in several industries (what else do you expect from the POS partner of Intuit's Quickbooks?). From restaurants to retail, Revel is completely customizable to handle all forms of sales tax, eat-in tables, retail categories, reporting, and even integrates with other software like Quickbooks Online.

While the integration with Quickbooks Online is helpful, there are a few ways it can provide unnecessary challenges (like in how it moves inventory to cost of goods sold), how it handles refunds and multi-day transactions. There are a couple settings in Quickbooks that will help maximize the potential of Revel, so make sure you get help with setup at the beginning.

Overall, if you like flexibility, Revel would be a great choice for an iPad POS.

Pros

The functionality and flexibility is great. I love that almost everything can be customized according to the preferences and needs of the business owner and his processes.

Cons

The way the integration works with QBO takes some getting used to, but it is not a deal breaker.

Advice to Others

Get some help on setup - that is the most crucial part of an accurate POS. Then, be consistent in how you use it.

Source: Capterra
 

Jeremiah from Essential Foods
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

Essential Foods Review of Revel

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Many things need impprovment but overall a good system. Things to improve on... Inventory, Need a sperate app on Ipad to help take Phisicall inventory. Back side functuanilty needs improvement, too many steps to add products make availble that when you add a product you can do everyting in one step instead of saving and ving to next step and again and again! more tutorials on bulding recipies and buding inventory on restaurant side. Scheduling, Being able to have set shift blocks would help in the scheduling. Better personalized service. our local installer who is supposed to be our problem solver (David Bovenkamp) is not at all helpfull and very hard to get in touch with. Need support that is easily reached and can trouble shoot us quickly. MORE TRANING ON INSTALL!!!!! we have struggled learning ourselves how to build products and menus.! If all functuallity worked smoothly It would be completly worth the value. as of right now the smothness of everything makes it not worth the value

Pros

Front End very user firendly

Cons

Backend lacking and functunallity needs imporvment

Advice to Others

Take your Time when Setting things up will save you in the long run

Source: Capterra
 

Margaret from Bahama Buck's
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

So happy with our Revel experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Switched from another system to Revel. Has taken some learning, but so much happier with our Revel system. The customer support has been fantastic! The techs are very patient & kind, the follow through complete, and they're very patient with walking me through any updates or changes I've needed to complete. The only thing I regret is that I took so long to switch over.

Pros

The support team rocks

Cons

Not a mac user, so having to learn to use apple products

Advice to Others

Like with any system, the set up is a bit time-consuming, but once things are in place, it's a breeze

Source: Capterra
 

Qing from Teriyaki Madness
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

Good product and customer service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We started using Revel system since June of 2016. So far the system is very easy to use. The training time for new staff is very short. The system is self explanatory. Also Revel provides very good customer service. My problem is usually resolved within 5 minutes after I call them.

Pros

Easy to use. Not complicated at all. Everything is presented at sight. Good customer service.

Cons

Sometimes it is hard to type on iPad.

Source: Capterra
 

Rick from The Music Store Wayland
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2016

October 2016

Great all around system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

This system easily adapts to your business. The Support staff is patient and helpful. They continually help me to adapt the system to best fit my business.

Source: Capterra
 

Jose from Empire Discount Liquors's
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2016

October 2016

Revel POS review -

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It's intuitive, easy to use, feature packed vs the rest mobile pos systems I used in the past. Love how I can access information on the go thru the backend as well as make changes while not being physically present at the location.

Pros

Ease of use

Cons

Physical stand should more aligned/clean hiding the charging cables .

Advice to Others

Though I encountered challenges when syncing new products to the cloud when added from one POS, I find that overall results delivered. More attention to te little details like this one will keep this system ahead of the rest.

Source: Capterra
 

Charley from We Olive, LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2016

July 2016

Shopped around and finally found the best

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

As a franchise operation with 16 locations that have run 3 previous point-of-sale systems, I can confidently say Revel is the best. It isn't simply that their system is easy to learn, or that they have almost every capability that you can think of, but it's the fact that they keep making it better. Their software continues to change and evolve to fit my stores' needs. I've submitted several feature requests that have already been released in updates. When a franchisee has an issue, I can get a knowledgeable tech support agent on the line in minutes that can help resolve it quickly. We looked high and low for an enterprise solution that fit our model and I'm positive we made the right choice with Revel.

Pros

Easy to use front end with a robust, feature-packed browser-based back end that makes multi-unit support effortless.

Cons

It is a bit pricey compared to some other systems, but the quality and support you get is worth it in every way.

Source: Capterra
 

Daniel from The Station SF
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2016

July 2016

Using Revel to manage all of my point of sale needs and back office systems

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Revel has been the second POS system I have implemented in my business and it will be the last one for various benefits it has given me compared to previous systems. It is reliable! If there are internet connection problems for either transactions or merchant card processing,

Pros

Cloud based, so I can access settings and live information from anywhere. Various modifiable functionalities. Back end reporting is extensive with multiple breakdowns of information available which helps me analyze my business' performance. Tech support are determined to help solve every call. They follow up to ensure things are running well. Very happy with the tech support for any small or large issue.

Cons

It takes a little while to learn how to get around the back office management platform and to be able to fine tune all the settings for your particular business processes. Tech support are always happy to help me find what I need and/or help fix whatever settings might be in question.

Advice to Others

Well worth the time and money to run my business with Revel. Spend some time customizing your business process settings. There are many functionalities, even some new one's you might discover you never knew existed that could simplify your business even more, as it did for me.

Source: Capterra
 

Krika from Sophia Sunflower Salon, Inc
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2016

June 2016

Not for salon use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Had trouble from the start wrong equipment and printer sent . Now the program does not like what I was told . Can even get my appointments when clients make them. I have dealt endless hours with support I probably have deleted and re added the software over 25 times . Called in over 75 times . Rebooted over 35 times . Spoke with customer support over 75 hours . Some seem like they know it's not functional for a salon but nothing they can do . It's sad . But I figure I'm gonna have to leave cause being a single operation an an people make appts online and I don't even know is the worst and then you got to refresh and then still the client is not on the calendar .

Pros

I just like apple products and customers like the seamless integration with checking out . So this has nothing to do with software.

Cons

Limited and useless for a salon. Clients make an appointment and can only add one service. So when they come in they are like I wanted to add other stuff but couldn't . I do not get a confirmation when a client has scheduled an appointment online . The system is set up for food service / dining . Calendar system is the worst .

Advice to Others

Save yourself time and money . The software sucks not functional for my business . Get a program suitable for your needs.

Source: Capterra
 

PHIL from MARCHE 2.0 LLC
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2016

June 2016

Revel POS--a powerful tool for hospitality and retail

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Revel Systems POS is a very powerful tool that is well-supported, constantly undergoing updates and improvements (and that our salesman and installer have been very easy to work with!) I have generally found tech support to be responsive and they have usually always helped me resolve any issues.

Pros

The retail, restaurant and quick service platforms that we use in our establishments are designed with those unique industries in mind, and the system is powerful enough to handle close to 10K inventory items in retail; dozens of employees in retail and restaurant establishments; and even a quick service environment where hard-wired Internet service is not feasible. We have had a great experience with our salesman, installer and tech support throughout our relationship with Revel.

Cons

The off-the-shelf Revel POS system is not a custom system made to a customer's exact specifications, although Revel does offer that service for additional cost. Customers should know what their needs are before implementing the system. The system is based on a columnar, spreadsheet, model, and for many installations that may result in the user interface having several layers of menu screens that need to be negotiated in order to retrieve a menu item. The system is pretty flexible, however, and offers the means to work with a huge number of inventory items in a wide variety of platforms (hospitality, retail, mobile.)

Advice to Others

Potential buyers need to be aware, though, that the system is not a custom system, and they need to know what kind of system is right for them and not expect the system to do things it is not designed to do. There is a certain amount of maintenance and upkeep required of customers (updating versions of the system to take advantage of new releases, etc.) that may be unfamiliar to potential customers who have used other POS systems previously.

Source: Capterra
 

Paul from D. Brian's Deli Corp
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2016

June 2016

Revel and D. Brian's/Greenfield

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We rolled out 20 units over a few months in 8 different locations. Revel replaced a 12 year old pos system. We chose Revel for it's ease of use as well as reporting features.

Source: Capterra
 

Chris from Solar Gardens

May 2016

May 2016

Complete Failure

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

After having tried to get this system up an running (and spending all that money on hardware) no one in this company was able to get it operational. They refused to take back the hardware or offer a refund. Terrible service.

Source: Capterra
 

Scott from Audacity BH

May 2016

May 2016

Awful!!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

The worst vendor my business has had. Nothing but problems and frustrations. Don't do it!

Source: Capterra
 

Doug from gsr

March 2016

March 2016

A money and time pit

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

A fairly robust system, but that's where it ends. You will spend many, many, many hours of your life trying to get things right. Support? What's that? You can call them, but they are clueless. I often know much more about the issue than the tech support person. This system is NOT emv compliant either. Here we are in the spring of 2016 and they haven't got a single solution to take emv or any tap payment method for that matter. Save your time, money and hair - don't invest in this system. You will end up like us, with so much money and time invested that to switch will cost us a fortune. Wish I could go back in time... How did we get here in the first place? Let's just say the salesman man have stretched the truth about the system, it functionality and support.

Source: Capterra
 

George from Cascata Del Bosco

March 2016

March 2016

Unless you are glutten for punishment, don't get start with this company.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

The system works OK but you'll spend a grand trying to get your printer to work and tech support will just pass the buck around and refer you back to sales dept. I would recommend NOT getting locked into a platform that is strictly Ipad. This is the biggest problem with REVEL. They are always making you do software updates and when they go south they blame it on Apple.

Source: Capterra
 
 
Write a Review