"Great Product, Extremely Inadequate Support, Horrendous Management Team & Follow Through"

We have been using Brightpearl since 2021. I chose it due to its user-friendly interface, connectivity to Magento, and automation capabilities.

•First, the product itself is excellent. It has helped us to automate many systems and processes. We have eliminated double and triple entering of data. Of course, a few areas work differently than I'd like, but that I expect that.

•Except for a FEW great people I've worked with at Brightpearl (Rob Brown, Aly Sams, Alex Pack, Christina Zolezzi), I have nothing positive to say about the company.

•The pre-go-live training was too quick and rushed.
There was no discussion of GL accounts in the current system and how they will transfer to BP. Will there be obsolete accounts? Will things report to different accounts? They will say this is not their issue because they don't know our old system, but there should be a process in which you compare each GL account and process in BP and figure out how the figures from the old system will come into BP.

•The implementation process was way too rushed, and there needed to be more on-demand help. We went live on a Thursday. It was after lunch by the time all of the data was imported, and we were officially live. We had the rest of Thursday and all of Friday with our Implementation Manager on standby. After that, we had to wait for our scheduled, sporadic post-go-live help sessions to troubleshoot things. The post-go-live sessions were 1-hour calls with a hard cut-off at 1 hour. We only had a handful of those. I'd say six at most, spread out across multiple weeks.

•Once you are out of the implementation phase, you submit tickets and use the support portal. The support system needs to be expanded. On the front end, you can't see much other than when the ticket was last looked at, if there was any response, and who is working on it.

•Support is extremely slow. I've had things in the queue for days, weeks, and even months.
The number of people I dealt with at the management and executive level that didn't follow through is astounding. I cannot believe people at these levels DO NOT FOLLOW THROUGH OR DO WHAT THEY HAVE PROMISED. The following people had conversations with me about my struggles, promised help, and then never followed through. Most, I have yet to hear from again.

•Senior Vice President of Customer Success
•Head of Global Support
•Vice President of Professional Services
•Senior Direction Customer Success
•Senior Project Manager
•Account Manager
•Senior Implementation Manager

•There needs to be more Knowledge Base or help documents regarding accounting. We had so many instances of, "I guess this is how we should do it" because there was no documentation, and we had to wait days to get sufficient help from our Implementation Manager during our next call. We were still trying to figure out a few remaining GL accounts at seven months into using the program.

•Support is not accurate and not well-versed on the product. We often asked the same question regarding an accounting process and received different answers. I still don't feel confident in any answer that support gives me.

•If you aren't on one of the larger-tiered plans, you won't be given priority at any time, and you won't get the support you need. I discovered that some accounts are supplied with a Technical Account Manager (TAM) that is easily reachable and helps troubleshoot high-level issues and questions. However, when I requested one, I was informed we weren't on a high enough tier (due to our sales volume) to be assigned one and I couldn't pay extra to have one.

•Our historical sales data was supposed to be imported immediately after going live. This wasn't actually done until almost a year after we went live. There was absolutely no follow-through on this. I had to chase people down to get this done.

So, I absolutely WOULDN'T choose Brightpearl again. As mentioned earlier, the software itself is pretty great, but great software means nothing if you don't have an adept and responsive administrative, support, technical, and management team.

The disrespect illustrated in the lack of follow-through at every level of this company is dumbfounding.

ETA - The response from Brightpearl is INACCURATE!
-I was NOT strongly advised on anything. If I didn't run my old program simultaneously for a month, I wouldn't have found the HUGE GL reporting error in BP.
-I requested answers on how to handle some accounting scenarios in Brightpearl. Not accounting training.
-The large issue was that our credit card sales were not reported to the correct GL account. It had nothing to do with running our old system simultaneously for a month.
-I renewed because I can't jump from platform to platform.
-Why not admit some deficiencies and grow from them instead of making excuses and pointing fingers at me?

"I can't thank you enough"

I can't thank Teo Necula enough.
There really are kind, understanding and compassionate people out there that go the extra mile to help you with your problems at Brightpearl
Teo Necula you've made my day.

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