Brightpearl

We have been with Brightpearl since…

We have been with Brightpearl since 2006!I reviewed it three years ago to whinge about the terrible customer service, support and bugs.But i have to say its improved significantly since then. I would recommended it now. It works well for our business of 35 staff. I do hope they keep focussing on customer service and support. But it is getting there. Its is supporting our business very well at the moment. I see the challenges other companies have with their software package and I thank god we are where we are on BP

If you are a growing company AVOID!

We started to work with Brightpearl in 2013 and have just left them in Nov 2021.There are 3 reasons we left them and all of them are relevant if you are in a company that expects to grow.1. No connectivity or integrations. I see that another review has covered the technicalities of this but suffice to say that we could not get Brightpearl to work in a meaningful way with any 3rd party platform. The way things are moving it is unlikely that any company will stand alone as an island, most of us collaborate with at least one or two platforms and Brightpearl are not able to facilitate this which creates a huge amount of unnecessary work.2. The Price.In 2013 we were paying £2500 per annum, and we had inflationary rises every year until 2020 when it was increased to £6000 per annum.In 2021 our quote was £8400. This is for 5k orders/annum which we were bumping at. If we had gone to 10k/orders per annum our cost would have been £10,500.Brightpearl is a good solid system but in my opinion it is not worth that amount of money!3. Customer service.I have been in business over 20 years and I have parented teenagers so I thought I had seen everything there was to see but the contempt with which Brightpearl customer services treat you is extraordinary. I have tried to think of ways to express this succinctly to a 3rd party and i think the best way is to give this one example.We signed up on 30th November 2013.For the next couple of years they invoiced us for 20th November, I sent them a copy of our contract, they delayed payment.Then finally they said they couldn't do this any longer but when we left obviously we would get until 30th November.So when we left I duely presented these emails as proof we had until 30th November. They refused on the basis that these people had left the company.Why?It wouldn't cost Brightpearl anything to keep the account open until 30th November so why be so petty? I cannot understand why you wouldn't want to do this?Luckily we had had enough run ins with "customer service" by then that we were prepared but it shows how far they are prepared to go not to help!My advice? Brightpearl is a good system, but at the price they are charging they need to be able to integrate fully with 3rd party platforms. And please, someone tell customer services that customers are not the enemy!UpdateI see that Brightpearl have replied and this is all a misunderstanding.Again, I advise any potential customer to check the connectivity and the pricing structure before signing up. As for Customer Service, it's such a subjective thing. What I think is rude, Brightpearl think is representing brand values professionally. We could both be right.

Very happy with Brightpearl

Very happy with Brightpearl. Implementation and training needed to be very fast yet comprehensive. Brightpearl delivered. Excellent ongoing support and training.

Thank you for the service

Thank you for the service! Robert did a great job as always. Great company!

An Omnichannel Software that will impress you with its features