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Business Profile

Point of Sale Systems

Rain Retail Software, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/20/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This point of sale product does not work as advertised. I cannot manage my business effectively because the product has serious flaws, mostly related to the reporting functions. I would have to spend a lot of time coming up with a list of all the ways the reporting functions are not adequate, which I cannot go into now. I've made many attempts to make my concerns known, but I am never able to speak to someone in a position of authority. I have made my concerns known to the customer service and tech support staff, who always promise to make my concerns known to management, but until today, I've never heard from management.

    Business Response

    Date: 01/14/2025

    **** ****** has been one of our most frequent callers into support, and we have prioritized his concerns by assigning our team lead to address the issues hes experiencing. However, the concerns **** has raised are related to full product development rather than bug fixes.
    Weve explained to **** that his requests are not currently on our roadmap. Our roadmap is designed to accommodate the development needs of as many stores as possible, and unique, one-off requests are typically given lower priority.
    To demonstrate goodwill, **** offered **** store credit, but unfortunately, he remains dissatisfied. As a company, we feel weve made every reasonable effort to accommodate his requests while balancing the broader needs of our customer base. While we won't be able to accommodate ****'s request for what he deems "a functional product by the end of the year," weve made efforts to address his concerns, including offering store credit as a gesture of goodwill. Unfortunately, he remains dissatisfied with this resolution.
    As a company, weve made reasonable effort to balance his requests with the broader needs of our customer base. We also note that the product purchase is defined in our terms and services and not misrepresented. While we value ****s business, he is not locked into a contract should he decide it no longer meets his needs.

  • Initial Complaint

    Date:07/24/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My company uses Rain Retail as our POS system. In June, **** began runn*** a banner at the top of after you log in say*** that they will no longer be process*** payments from Worldpay after 7/31/23 and encourag*** people to go with their card process*** system. I put in a request to get their system. Every time there has been a scheduled meet*** (phone or video) to update our system, they have been a no call no show. I have called and left messages for over a month, I have all the email traffic, CC-*** everyone I could think of at Rain, with no response. I now have 6 days count*** today to switch to their card process*** system, or migrate my entire inventory to another POS to avoid business disruption. I could really use some help gett*** this resolved. It is my understand*** that all that is left is to plug in the card readers, get them on our network, make sure it's linked to our bank account with a test transaction, and that's it. Ethan *************************** is the finance tech person that was supposed to do that for me over the phone on the 20th at 10am pacific ************* me over the phone it would only take 15 minutes or so and I'd be up and runn*** by the time I open at 11am. But he no called no showed and now wont return my calls or emails.

    Business Response

    Date: 08/18/2023

    We sincerely apologize for the inconvenience you've experienced regarding the transition to our card processing system and the lack of response you've encountered thus far. Your concerns are important to us, and we are committed to resolving this matter promptly.


    After investigating your complaint with our team, I'm pleased to inform you that we have addressed the issues at hand, and the process of switching to our card processing system should now be on track for a seamless transition. We understand the critical nature of this transition, and we appreciate your patience with the process. If you encounter any further challenges or have any questions during the  post-transition, please do not hesitate to reach out to  support team.


    Once again, we apologize for any inconvenience this situation may have caused and appreciate your patience and understanding. Thank you for choosing Rain Retail as your provider.

    Customer Answer

    Date: 08/18/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After emailing and calling repeatedly, I was able to link up with *********************** who was excellent. Very professional and was able to get our card readers up and running on the 9th of August. I don't feel the need for further action for this complaint. I appreciate your assistance with this matter. There's no doubt that your inquiry helped get things moving along for me.

    Have a great rest of your summer.

    Sincerely,

    ***************************

Rain Retail Software, LLC is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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