Review of Rackbeat
Bjarke Ahlstrand
Denmark |
2023.12.04
Synchronization doesn't work + horrible customer service
Since e-conomic is shutting down its inventory, parent company Visma suggested a move to Rackbeat. After having had a physical and online shop for 10 years, our "system" has never worked worse than this. Rackbeat itself has many flaws (search function doesn't work, you can not delete invoices from the overview, you can not add description to items if you create them in the invoice delivery pane, invoice background template is not white etc.). But the worst part is that the promised synchronization between Rackbeat and Shopify, which I was guaranteed would work, is full of flaws. Sold out items that were sold years ago suddenly appear online/available in the webshop, even though Rackbeat inventory says 0. And VAT is added to 2nd hand items (which have no VAT on them). Saturday I had to take our webshop online for the first time in 10 years (!) since there are so many flaws and we had customers ordering items that haven't been available for years (stock = 0) which is catastrophic for any company. And customer service doesn't get back with solutions/a plan to fix their flaws in the system. I've written several email to the consultant and the support email as well - and I have called them, too. Nothing has been fixed. Besides a bad system, the customer service is horrible, too :-(
Bjarke - One Of Many Cameras
Dear Bjarke,
I hope this message finds you well, and I want to express my sincere apologies for the challenges you've been facing. We genuinely regret any inconvenience caused to your business, and I understand the frustration that can arise from issues with both the system and customer service.
Your feedback is invaluable to us as it helps us identify areas for improvement. I assure you that we take your concerns seriously and are actively working to address the issues you've highlighted. We understand the importance of a reliable and seamless system, especially when it comes to managing inventory and syncing with online platforms like Shopify.
I would like to extend my personal commitment to resolving your concerns promptly. Our team is investigating the synchronization issues you mentioned, and we are actively working to enhance the overall functionality. Additionally, we are reviewing the shortcomings you highlighted, such as the search function, invoice management, and template customization, to ensure a smoother user experience.
Regarding your experience with customer service, I apologize for any delays in response and the lack of a satisfactory resolution thus far. Rest assured, we are taking steps to improve our communication channels and response times. Your case is a priority for us, and we are dedicated to providing you with a resolution and a plan to address the flaws in the system.
I appreciate your patience and understanding as we work to make things right. We value your business, and our team is committed to ensuring that your experience improves significantly moving forward.
If you have any specific details or additional information about your concerns, please feel free to share them with us. We want to address every aspect of your experience and ensure a positive outcome for you and your business.
Thank you for bringing these issues to our attention, and we look forward to the opportunity to regain your trust in our system.
Best regards,
The Support.