An Estrie restaurateur who uses checkout software from Quebec giant Lightspeed says she’s in financial trouble because the company owes her $10,000 in sales for 11 days.
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“I would have expected my account manager to call me back,” says Océane Fortin-Desbiens, co-owner of Madame Fortin – Bière & Bouffe in Waterloo.
“It’s been 11 days since $10,000 was deposited into my account and it’s floating somewhere,” the businesswoman adds, annoyed by the inaccuracy.
For them, that $10,000 is vital. “My credibility as an entrepreneur is at stake. I have suppliers who are after me,” she says.
Océane Fortin-Desbiens says she has managed to pay her $5,000 salary to employees so far, but fears she is at the end of her financial resources.
“How am I going to buy my stuff and open my restaurant? I can’t get any money in,” she worries.
Everything had started well between her and Lightspeed.
At first, Océane Fortin-Desbiens was convinced by the payment company. The employees were easily accessible.
But after the contract was signed, the story took a different turn.
“When the contract was signed, I fell with the poor after-sales service. I couldn’t speak to anyone,” she continues.
Unable to get help from Lightspeed to connect the hardware she had purchased, she hires a local company to install the terminal.
All goes well for the next five months, until the day his normally 48-hour receipts don’t show up in his account.
Despite numerous emails and endless calls, nothing works. She still can’t figure out what happened to her $10,000.
Yesterday Lightspeed, which has the Caisse de Depot as a shareholder, responded to the protocol that customer satisfaction is “of the utmost importance”.
“I can confirm that our team is in direct contact with the merchant to respond to her concerns as quickly as possible,” said Lightspeed spokeswoman Stéphanie Princivil.
More than $70 million was paid to Lightspeed’s top six executives for the fiscal year ended March 31.