Bright Reviews 728

Always a very prompt response. Ciaran, was brilliant, thank you

Good product, good introduction and good follow up

I have been a Bright Pay customer for a number of years and have migrated all my clients to their payroll software, but I'm afraid to say that the company is not what it used to be in terms of customer service.

They renewed an unwanted subscription without notice, and took payment for it, including for excess employees, despite the payroll not having been used or setup for the new tax year. It took over 30 minutes for them to answer my call, and the lines were not even open until half an hour after they were supposed to be on the day I called.

Requesting a refund is met with the lame excuse that it will take a while to be processed due to them being very busy because of the new tax year, and weeks later it still hasn't happened.

This used to be a good company, and I do like the payroll product, although the more expensive cloud version is not as good as the soon to be discontinued desktop one, in my opinion.

I think they have expanded too quickly and not put in place the customer service infrastructure needed to provide decent support.

If this is not addressed quickly, I am unlikely to renew my clients next year.

Sadly, poor customer service is the new norm with the majority of companies these days, and Bright Pay seems to have joined their ranks.

Joel is great. He responds immediately and made the whole transition very easy

I had to write another review because I was not given a chance to reply to you though you asked in reply to give you account details. Is this how you have replied to 90% negative reviews.
I still would say that I requested on 29th May but still subscription was deducted from my account

I tried using BrightPay Cloud but for some reason technical support of BrightPay could not get it to work my end. So I ended up going with the Windows Version which I downloaded to my pc. I then received an invoice from BrightPay telling me I had been invoiced for the first month of April for the Cloud Version which I was not using. I emailed BrightPay and received a reply 3 weeks later (yesterday) telling me that not to worry and my Cloud Version had been closed down. I have now just paid £178.20 for the Full PC version as the trial was running out. I confirmed my payment with BrightPay Stripe and received to confirmation of payment invoices through by email one for the £8.20 for BrightPay cloud which was meant to have been cancelled and one for £178.20 for the full pc version. I have again tried to telephone in order to get a refund for the cloud charge of £8.20 but keep getting told to ring back as your busy. This is appalling. I had exactly the same thing happen last year and never received the one month of Cloud charge back. You are meant to be an accounts company offering simplification. I will cancel my stripe direct debit immediately if this matter is not resolved. You then not receive any payment. Please respond asap. Order ref 2470225
Update
Just received a reply from BrightPay indicating that a refund of £8.20 will follow. I will update my post once this is resolved

Claire was very helpful and responsive.
Made the whole process very smooth and has made sure to pass on our recommendations.

Poor reporting printouts. No choice of landscape or portrait. Locks up occasionally and I have to login.
Expensive too!
I have complained about this as well as being overcharged and nothing has been done!
Award winning software, not get any from me!!!

Kieran was so helpful
went through everything with me and very knowledgeable

As a recent user of BrightPay Payroll Online, I’ve been genuinely impressed with how user-friendly and intuitive the system is.
Although I initially had a few questions about some of the features I wasn’t familiar with, the support team stepped in quickly and professionally every time.

Their staff have been consistently helpful, but what stood out most was how swiftly and efficiently my queries were resolved, without any delays or back-and-forth.
This level of service makes all the difference, especially when you're still finding your feet with new software.

BrightPay has made the payroll process smooth and stress-free, and I’m glad I chose them.
Highly recommend!

Joel was very professional and friendly and knew what he was talking about. He explained everything well and answered any questions I had. Definitely worth having a demo to see how Bright can help your business.

Not only is it the best software out there in my opinion, Donal went above and beyond. Extremely knowledgeable and helpful. What I love about Bright pay is they are constantly improving, listen to feedback and implement it.

Joel was informative and efficient from the outset. Brightpay seems to be doing all we need it to do

Maria was absolutely brilliant! She provided very clear and thorough support to fix my pension submission error!

Ongoing problems regarding a duplicate transaction with account set up and refund required, Has been discussed with multiple staff across all departments, sales/payment services/accounts since beginning of February and still not resolved. We are now mid May and still no refund received. I have been told its an issue with stripe, was then told delays due to uk tax year and now it cannot be processed into my bank as awaiting yet another stripe refund fail. This is a disgrace within the accounts department. I have to say the support regarding any issues using bright pay is excellent but not sure anyone in payments services/accounts is answerable to anyone.

I called 3 times a the end of March to renew early, no answer on each occasion. I now have an issue so I called support, again no answer and after holding for 30 minutes opened a support ticket. Received email saying will respond in 2 days. That came and went. They used to be so good, I wonder what happened? Now seeking an alternative provider that cares about their customers.
Edit: Two weeks later and this issue is still unresolved. They are very quick at responding on Trustpilot. IRL, not so much. They asked for my details so they could contact me to resolve very quickly after seeing this review. That was a week ago. I give up.

I set up my brightpay account to access my payslips, it won't let me in again, absolutely useless.

Bright pay - Payroll. All is well and good when you are signing up. Everyone is friendly and helpful. The migration service was smooth running. However.. this software is unusable if you have anything more than 10 employees.

The payroll software does not pro-rata salaries. If you have a starter mid month then you have to manually calculate their wage. If someone has a days unpaid leave then you have to manually calculate that. The salary is hidden once you enter it into the employee profile its only available in the payslip section which is fine unless you had to pro-rata the wage or made any deductions the month before so you can end up in a mess if you don't have the salary information stored elsewhere. Totally fine if you have only a few employees but a total nightmare if you have 100+

They say you can have up to 250 employees but I would AVOID like the plague if you have any more than a handful of employees or you'd be making constant manual calculations.

Once I informed Bright pay that I will be cancelling I waited 3 weeks for them to finally get back to me to tell me that Bright pay is a yearly subscription and as we'd paid up front we will not get a penny back. They even charged an extra £14 this month despite the fact I told them I wanted to cancel over a month ago!!

You cannot remove your payment method without providing a different payment method. I feel like we have been scammed £1600.00 down the drain for a non profit company like us that's a big hit for absolutely no gain.

AVOID THIS PAYROLL SOFTWARE - and avoid this company. They have no ethics and will sneakily charge you.

Have just purchased this software and am already really disappointed with the customer service. I was having a problem creating a journal of my payroll and emailed support. The person I was emailing with was giving me guidance based on the desktop software while I was working in the cloud based one. It was a lot of back and forth over several days until I asked if someone could please just call me to help me, to which they told me I could call support at any time. So now I'm not waiting on hold going on 25 minutes to start from the beginning of my issue.

Very helpful,didn't make me feel like an idiot and explained things very clearly