Orderwise Reviews 304

Having been a customer of Order Wise since 2021 and initially spent in the region of 40k to take the platform onboard we were to be fair initially happy with what the platform did for our business. We had a few minor issues but that is to be expected when integrating a new system into your business. Then the fun begins as after the first year we were offered a maintenance contract which was totally unaffordable and after speaking to our account manager he said that this is due to OW wanting all existing customers be migrated to their cloud service, the quote for this cloud service is just under 28k per annum and totally unaffordable. When we discussed the fact that we are actually an SME and the figures are simply too high we were told that it doesnt matter if you were Coca Cola or an SME you all pay the same rate and either take it or leave it. I have read the other negative reviews on here and they are all accurate as we are experiencing the same issues. BUYER BEWARE their aftersales is dreadful and the primary focus is to get your money, once they have it they couldn't care less.

Just had a training with Dave, very knowledgable and really helpful. Learnt what the session was for plus lots of other quick tips

Dave Hamilton was patient and very clear providing the answers and direction we required.

Yazmin is an awesome support team member. If only all support was to her hard working standards. Very responsive and professional.

Dave's training was great. Simple to follow, engaging and informative. He broke down the system in a way that was easy to understand, covering not just the basics but also practical tips that will be really useful day to day. He was very approachable making it easy to ask questions.
Overall, Dave was very professional and it was a valuable session.

Great service from the support team.
Always answer any queries in a timely manner

Had an issue with our Sage 200 that turned out to be partly our end - still unsure of why our settings disappeared but got it sorted in the end.

Hannah handled it gracefully despite it being our mistake originally. Virtual agent wasn't very helpful.

We were with OrderWise for over 9 years, but since the Forterro acquisition, the service has gone sharply downhill.

A major issue was our standard annual support renewal being extended to a 3-year commitment without clear communication. While this may have been buried in updated terms, such a significant change should have been clearly flagged. When we raised concerns and asked to make changes, there was no flexibility — we were simply told we should have read the terms. This response showed a complete lack of accountability and reinforced that we can no longer trust OrderWise to act in the best interests of its customers.

Since the takeover:

-Pricing has increased significantly.

-Implementation, once included with modules, now comes at additional cost.

-The cloud version being promoted is incomplete and far more expensive.

-The eBay integration failed entirely for our high-SKU listings — something we weren’t warned about. The only solution offered was access to the API (at extra cost) and an expectation we’d develop our own workaround.

Also worth noting: OrderWise routinely sends service review requests after support interactions. While this is common practice, it may give a skewed impression of the platform overall — many reviews focus on individual support experiences rather than the wider product performance. Prospective customers should take this into account when assessing the rating.

We’ve since left the platform. OrderWise is no longer reliable, no longer transparent, and above all, cannot be trusted.

Dave was extremely patient and helpful in working through real world examples of my queries with me. We recorded the session for me to review with my team and went through examples a couple of times to ensure it was correct. Dave also showed me some very handy shortcuts which will generally help me using the platform everyday!

The training with Dave was excellent, he had a fantastic knowledge of the system but also understood how we wanted it to operate commercially. Great job

Dan and Steve have been absolutely fantastic from day one & continue to offer valuable support as we develop and build the bespoke system that suits our business. Having visited our sites and spent time talking to the various department leaders, they gained the in-depth knowledge of precisely how our operation runs, which has enabled them to find the best solutions within Orderwise to give us the results we are looking for.

Dave Hamilton attended our site for an Expert Day, and truly proved he is an Expert!
All the questions we had was answered in detail, his knowledge of the system is very much an Expert and beyond. Dave's explanations were easy to follow and would not leave the question until he was happy we were happy. Excellent day and well worth it!

Support from Yazmin was great! Took a lot of time to help us & despite our issue being quite technical, she didn't give up and got it resolved!

Was immediately guided to a solution for my problem, many thanks!

The first line support team is very knowledgeable and efficient. Specific thanks to Hannah Reilly, who has helped me out of several jams!

Dave Hamilton was very informative and concise in helping us get more out of orderwise.

Hannah Reilly was quick very helpful over support gave a few options of how to fix an issue and a potential paid option.

Thank you so much for you help.

Hannah provided a very prompt response to our query and the information provided was clear and concise. This helped us resolve our issue almost immediately. Excellent.

We’ve had a deeply disappointing experience with OrderWise, particularly regarding the Accounts and EPOS modules. Despite paying in full for both, and continuing to pay annual support fees running into tens of thousands of pounds, neither system has ever been implemented or made operational within our business.

The core issue is the complete absence of any scoping, consultancy, or operational planning. There was no discovery process. No technical mapping of our business workflows. No sessions to understand how the modules would integrate with our structure. OrderWise simply sold the modules, delivered a base system with no configuration, and prematurely pushed us into training—before anything had even been set up properly.

Eventually, without delivering the core functionality, OrderWise closed our onboarding, leaving us to manually handle processes we had paid to automate. This includes handwriting invoices in-store and compiling our accounts manually in spreadsheets—exactly the pain points we turned to OrderWise to resolve.

Even after escalating the matter, there has been no resolution. The company refuses to acknowledge the failed delivery and has shown no willingness to take accountability—despite continued support fees being paid.

This experience has caused severe operational disruption, with our team forced to implement time-consuming manual workarounds for processes that should have been automated from day one. We’ve had to handwrite invoices in-store, manually compile financial records, and delay core process improvements simply because the systems we invested in were never delivered as promised.

It has resulted in significant internal resource wastage, diverting staff time away from growth-focused activities toward correcting basic operational inefficiencies that a properly implemented ERP system should have resolved. We’ve spent countless hours chasing updates, raising tickets, and trying to get clarity—only to be met with dismissals and closed cases.

Financially, this has amounted to a substantial loss. Not only have we paid in full for non-functional modules, but we’ve also continued paying inflated annual support fees, incurred costs for training that had no practical outcome, and absorbed the indirect financial impact of inefficiency across departments.

The cumulative effect has been a serious strain on our business, both in terms of lost productivity and trust in a system we expected to scale with us—not hold us back.

If I could give zero start today I would.
We have maintained an annual support and maintenance contract with OrderWise for over 10 years. Historically, the support team was responsive and effective — typically calling back within a few hours and resolving issues promptly, often via remote access.

However, since the company was acquired by Forterro in 2022, the standard of service has significantly declined. Support tickets now receive delayed responses, and when replies do come, they consist of generic, highly technical “do-it-yourself” instructions. This is a marked departure from the hands-on support we were previously provided.

In 2024 we received and accepted the following quote for maintenance.
1 OrderWise 12 Month Maintenance & Support - Standard Package @ £4,777.00 plus vat
Standard Package Including:
12 Month Maintenance & Support
1 OrderWise Software Upgrade to version available at time of Annual Renewal
Up to 5 Designated Contacts.

Having received substandard service again last year for our £4777.00 plus VAT, we decided not to renew in 2025. In February this year we received an invoice for £4100 plus VAT for our optional renewal (or so I thought). I emailed them back to say we weren’t renewing and could they cancel the invoice. They chased again and I told them the same again, I heard nothing back either time. Today, I get an email from my account Manager Jack Ryan telling me that they will commence legal proceedings if I don’t pay the outstanding debt on the account. On challenging this he tells me that when I signed the agreement for the quote in 2024, what I was actually signing was a THREE year agreement with annual renewals!!! Not what it says in the quote! This term had never been part of our agreements in previous years, and was not made clear to me at all, just hidden in some small print. Whilst talking to Jack Ryan, I also took the opportunity to complain about the extortionate fees Orderwise want to charge service contract customers for support on report layouts. I asked for a tiny amendments to an invoice template to change a logo and they quoted me £1270.00 plus VAT! His answer to this was that I should use an external company “who would be much cheaper” to do the work than them, really?!? They care nothing for their customers so beware and always read their small print as they certainly won't be upfront about anything.