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Review of Revel Systems

Charley Kausen

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  • Points Icon 10 Points
  • Screenshots Icon 1 Screenshot

Ease of Use
Customer Service
Overall Experience
What does the company do well?
The technology is pretty good as far as point-of-sales go. We have used Revel in 11 locations, 10 of which have multiple terminals including some running the retail version of Revel and some running the table service version of Revel. The front-end is fairly intuitive and the back-end establishment management system is a huge time saver for making changes to multiple establishments at the same time etc. You can also look at reporting from anywhere which allows me to check on all locations whenever I want. The tech support team is also pretty great. Most of them are smart, know their system, and usually successful at solving an issue. The most I've ever waited on hold for tier 1 support is 5 or so minutes with someone answering the phone immediately about 75% of the time.
What does the company not do well?
This company has aggressive sales staff that are likely told to sell or get out. In the 3 years I've used Revel, I've now had 6 different account representatives assigned to me. Unless I'm trying to buy $5k of equipment or signing on a new service agreement, my account representatives are very slow to respond to email and sometimes just simply won't bother. The software has random quirks and eccentricities that require incredibly specific standard-operating-procedures to keep reports uniform, items priced and timed correctly, hardware functioning correctly, etc. This wouldn't be as bad if they updated their online user manuals when they updated software. Instead, most of their training guides are for wildly outdated versions of the software that have functionalities added or removed, and include screenshots including buttons or menus that don't exist anymore. Each app update leaves me fielding dozens of calls from my store managers asking where this button went or how they now accomplish a task. Reporting has random bugs and glitches that can make certain time periods completely unusable. We've had "database errors" at several of our establishments that started increasing our cost of goods exponentially for certain items, making it nearly impossible for us to calculate a true profit margin for several month-long periods.
What do you wish you had known about the company before using?
I wish I had known that my sales representatives would change every 4 months. I would rather purchase from an online shop site rather than try to explain my concept and needs over and over to new reps. I also would strongly urge users to confirm Revel's compatibility with your current or future credit card processor including EMV, tips, batch processes, gift cards, etc. Also, get functionality promises from your sales rep in email and not just over the phone. The sales reps tend to over-promise functionality that is "right around the corner" that never actually shows up.
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