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In My Opinion: Many Inconveniences, but it's Hard to Find a Suitable Alternative
April 06, 2022

In My Opinion: Many Inconveniences, but it's Hard to Find a Suitable Alternative

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Software Version

Brightpearl

Overall Satisfaction with Brightpearl

We use Brightpearl for our order management, customer management, sending purchase orders to vendors, accounting, and warehouse/inventory management.
  • Inventory
  • In my opinion, I believe they should work on responding to the needs of their customers.
  • I believe the features are disappointing for the cost and I feel like feature requests or suggestions for improvement fall on deaf ears.
  • In my opinion, the integrations are basic. I find that the integration with Gmail (still) uses the outdated, less secure method that Gmail disables every so often.
  • When we report bugs, I feel like they are seldom acknowledged and never fixed. As an example during our use, Brightpearl's integration of one of the tax services is faulty and sends many more API calls than originally promised, which I believe is costing us a hefty sum and I feel like it has never been fixed after years.
  • In my opinion, the technical support is barely competent. I feel that tickets go unanswered, or are provided with responses that show they haven't read the ticket at all. In my experience, I find that there are regularly no support agents in their phone queue, even during their support hours, with no option to leave a voicemail either.
  • I believe that the logs and accountability could be improved. I believe there is practically no access or ability to edit trail logs, so I can't tell which users edited products, sales/purchase orders, customer/vendor profiles, etc.
  • Inventory management
  • Sales
  • Purchases
  • Integrations with eCommerce platforms
  • It's much better than our old system.
We originally selected Brightpearl as it used to be much cheaper than alternatives. Most alternatives also seemed to be aimed at either companies much larger than us or much smaller than us.

Do you think Brightpearl by Sage delivers good value for the price?

No

Are you happy with Brightpearl by Sage's feature set?

No

Did Brightpearl by Sage live up to sales and marketing promises?

No

Did implementation of Brightpearl by Sage go as expected?

Yes

Would you buy Brightpearl by Sage again?

No

Shift4Shop (formerly 3dcart), QuickBooks Desktop Enterprise, Freshdesk
In my opinion, Brightpearl contracts aren't worth the paper they're written on. In my experience, the pricing tiers based on number of sales were introduced mid-way through a contract and I believe we had to pay overages. I feel like the price has increased steadily by about £7000 per year. Based on my experience, if you don't like their changes, they are happy to terminate your services (paraphrased, but, yes, I believe they told me this). I feel like account managers change seemingly every year and I agree with another reviewer's mentioning of arrogance.