Brightpearl by Sage Reviews 

We have been using Brightpearl since 2021. I chose it due to its user-friendly interface, connectivity to Magento, and automation capabilities.

•First, the product itself is excellent. It has helped us to automate many systems and processes. We have eliminated double and triple entering of data. Of course, a few areas work differently than I'd like, but that I expect that.

•Except for a FEW great people I've worked with at Brightpearl (Rob Brown, Aly Sams, Alex Pack, Christina Zolezzi), I have nothing positive to say about the company.

•The pre-go-live training was too quick and rushed.
There was no discussion of GL accounts in the current system and how they will transfer to BP. Will there be obsolete accounts? Will things report to different accounts? They will say this is not their issue because they don't know our old system, but there should be a process in which you compare each GL account and process in BP and figure out how the figures from the old system will come into BP.

•The implementation process was way too rushed, and there needed to be more on-demand help. We went live on a Thursday. It was after lunch by the time all of the data was imported, and we were officially live. We had the rest of Thursday and all of Friday with our Implementation Manager on standby. After that, we had to wait for our scheduled, sporadic post-go-live help sessions to troubleshoot things. The post-go-live sessions were 1-hour calls with a hard cut-off at 1 hour. We only had a handful of those. I'd say six at most, spread out across multiple weeks.

•Once you are out of the implementation phase, you submit tickets and use the support portal. The support system needs to be expanded. On the front end, you can't see much other than when the ticket was last looked at, if there was any response, and who is working on it.

•Support is extremely slow. I've had things in the queue for days, weeks, and even months.
The number of people I dealt with at the management and executive level that didn't follow through is astounding. I cannot believe people at these levels DO NOT FOLLOW THROUGH OR DO WHAT THEY HAVE PROMISED. The following people had conversations with me about my struggles, promised help, and then never followed through. Most, I have yet to hear from again.

•Senior Vice President of Customer Success
•Head of Global Support
•Vice President of Professional Services
•Senior Direction Customer Success
•Senior Project Manager
•Account Manager
•Senior Implementation Manager

•There needs to be more Knowledge Base or help documents regarding accounting. We had so many instances of, "I guess this is how we should do it" because there was no documentation, and we had to wait days to get sufficient help from our Implementation Manager during our next call. We were still trying to figure out a few remaining GL accounts at seven months into using the program.

•Support is not accurate and not well-versed on the product. We often asked the same question regarding an accounting process and received different answers. I still don't feel confident in any answer that support gives me.

•If you aren't on one of the larger-tiered plans, you won't be given priority at any time, and you won't get the support you need. I discovered that some accounts are supplied with a Technical Account Manager (TAM) that is easily reachable and helps troubleshoot high-level issues and questions. However, when I requested one, I was informed we weren't on a high enough tier (due to our sales volume) to be assigned one and I couldn't pay extra to have one.

•Our historical sales data was supposed to be imported immediately after going live. This wasn't actually done until almost a year after we went live. There was absolutely no follow-through on this. I had to chase people down to get this done.

So, I absolutely WOULDN'T choose Brightpearl again. As mentioned earlier, the software itself is pretty great, but great software means nothing if you don't have an adept and responsive administrative, support, technical, and management team.

The disrespect illustrated in the lack of follow-through at every level of this company is dumbfounding.

ETA - The response from Brightpearl is INACCURATE!
-I was NOT strongly advised on anything. If I didn't run my old program simultaneously for a month, I wouldn't have found the HUGE GL reporting error in BP.
-I requested answers on how to handle some accounting scenarios in Brightpearl. Not accounting training.
-The large issue was that our credit card sales were not reported to the correct GL account. It had nothing to do with running our old system simultaneously for a month.
-I renewed because I can't jump from platform to platform.
-Why not admit some deficiencies and grow from them instead of making excuses and pointing fingers at me?

I can't thank Teo Necula enough.
There really are kind, understanding and compassionate people out there that go the extra mile to help you with your problems at Brightpearl
Teo Necula you've made my day.

I highly recommend the ERP Brightpearl system for its exceptional team support and pragmatic solutions. The team at Brightpearl is dedicated, knowledgeable, and always willing to go the extra mile to ensure their clients' success. Their ERP system is easy to use, reliable, and offers a range of features that have greatly improved and automated our business operations. Overall, we've had a great experience working with Brightpearl and are extremely satisfied with the results

2 Team members in particular (AL and JM) really got the integration by the scruff of the neck and over the line for us - knowledgeable, great communication and hard working to get to the best solution. Look forward to continuing our partnership

The Brightpearl team was extremely hands-on and helpful throughout the entire process. From overview to training calls to actual implementation, everything was seamless. Our project manager went above and beyond to make sure our team was taken care of. I would recommend Brightpearl to any company looking to take its systems to the next level!

Brightpearl provides great customer support. I was lucky to work with Nicholas Woodley. He is very professional and patient. Also, BP has an amazing help center. You'll need a few clicks to find answers to your questions.

Brightpearl has turned our logistical nightmares of spreadsheets and guess work to a modern, fully integrated platform. We now have insight into all parts of our business. The brightpearl team was excellent and helped us throughout the entire implementation process. Their responsiveness to all issues was almost immediate. I cannot say enough good things about this company, the Brightpearl application, and their partners at BSITC.

I have been using Brightpearl from day one and the software is excellent, you need any help speak to Alva, James and the team.... Top guys and Gals ;-)

Brightpearl ERP system is a great solution for businesses looking to streamline their operations.

One of the standout features of this system is its ease of use. The interface is user-friendly and intuitive, making it easy for employees at all levels to navigate and utilse the various tools and features.

This has been particularly helpful for our business during a period of growth, as it has allowed us to efficiently manage and track our inventory, sales, and financials. Additionally, the system integrates seamlessly with our ecommerce platform.

Overall, I highly recommend Brightpearl ERP system to any business looking to improve their efficiency and scalability.

Great service from Alva on our yearly renewal. She made the process easy and smooth.

Brightpearl as a whole is easy to work with and use.

We are in the process of getting set up to use Bright Pearl. So far, the experience has been great. Jennifer K and Justin have been very responsive and have done multiple demos for us to satisfy our questions. They both are very pleasant and professional. Very happy so far!

I have been using Brightpearl for the past 10 years which is a sign I am a very happy customer. We find it very user friendly, convenient for the entire team to access data and work on relevant processes and we like the fact it is totally integrated so no systems issues.

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

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!

Update
I 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. Implementation and training needed to be very fast yet comprehensive. Brightpearl delivered. Excellent ongoing support and training.

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

Not one normally for writing reviews, but really feel compelled to for the service we have recently received from Jamie Lee-Smith at Brightpearl.
Brightpearl is a great tool supporting our business, but the customer service is next level especially from Jamie. Recently we were up against a tight deadline and needed to quickly learn the systems so that we were ready for launch. We were able to meet this deadline only because of the support we received from Jamie.

We have been with Brightpearl for quite a few years now, very happy with their service and the system. Very easy to use and they are always there if we need any help! :-)

Great product. Use it daily for all our orders. Customer Service is 5 Star. Defo Recommend this product.
Emily from the account management team is brilliant always goes above and beyond.

Brightpearl has been a great tool for us over the years to help us run our business. We heavily rely on it in our every day running, and it usually runs smoothly, and if there are any issues the brightpearl support team are always very quick in fixing it for us, making for a great user experience. We can't recommend them enough for a CRM tool to aid your business.