Cin7 Omni Reviews 424

Worst customer service ever, never respond to support ticket or support ticket follow ups, no phone numbers ever answer, all mailboxes are full.
Never ever use this company, don't be fooled by their onboarding, after that you will be completely ignored.
Worst company ever.
Save yourself the pain.

Hi Cin7,
I have been trying to get hold of your support team for days and weeks.
I have a ticket outstanding from the 4th October, it is now the 28th October.
We can't reconcile our accounts b/c you can't get the integrations synching correctly.
My ticket number is 00487553.
I've been on live chat, email and called your support number.
Why is nobody getting back to me?
Your support is truly the worst I have ever experienced.
Based on this I would never recommend your software.

Worse system ever. If you are a growing business like we are. Save yourself some time and money. Customer service is the worse. It’s like no one there knows what they are doing. Can only go up to 11 users without charging so much money for each user after that. So many bugs in the system. We have been using them for 9 months and continue to have to recount inventory weekly! Implemented duplicate SKU’s, but cannot delete them because they are attached to transfer orders, POs, or adjustments. Terrible customer service. Stay far far away from this horrible company!

Great software with a readily available support team. We are happy to be using them.

We had a great onboarding with Kshitij Sachdeva. Let's say it isn't always easy coming from one ERP system and transferring to another, as these different systems will never completely match and work arounds are necessary, but with the help of Tej we managed to get through these struggles and onboard fast and efficiently.

Unfortunately the moment we were onboarded and were assigned to the general support team things went down hill. We run into multiple issues (bugs), as well as limitations in the system that are not good for a growing business. If you issue a support case with the Cin7 support team, you can wait at least three months to get a response. Bug fixing takes long, while they influence the daily business and administration. Also, the response: 'that is not possible in our system' on very basic needs (such as creating 20+ price tiers), is quite disappointing.

We have been working with Orderhive for quite awhile now and we have been very satisfied with the support team they have to offer. I typically always work with Kunal, Sanyam and Paramesthwaran, they are always so helpful and answer all my questions with in a timely manner and if they can't answer it they get me the respective team that can help. I can't say enough about the customer service here. 10/10.

I needed additional support with some of the features and Sujan was willing to jump on a call with me and walk me through what I was not understanding!

User for over 5 years - and slowly watched the support drop off - if you have time to wait ( in business who does) then it is possible you will get a solution to your issues. If you run long term orders as in orders that can take over 7 months to complete the system will not upload this to COGS.
My Biggest concern is the yearly price rises of 16% or $95 per month. For me its the end and I have moved on to another program.

The most terrible system I ever had to work with, if there is an issue forget about getting it resolved. No reply from customer service for MONTHS, the support chat is NEVER available! Nothing works properly, so you're being charged to bang your head against the wall. Could go on and on how shi**y this company is but the ammount of bad reviews are doing it for me as everyone seems to to be having the same issue, and the few good ones are clearly staged.

UPDATED 24/11

Despite writing this review, we have received no further resolutions to any of the problems that we are experiencing with Orderhive. We have now discovered a problem with the integration of taxes and duties collection, whereby orderhive is instructing our warehouse files to duplicate and we have lost stock and money in having to overpay duties to EU authorities. We still cannot report on refunds, or purchase order receipts. They still cannot support shopify currencies and the system still incorrectly converts from shopify into GBP which means all our invoicing is incorrect. We've been quoted $2000 to have a workaround created by a 3rd party. It's not right to have to go to these lengths when the system is expensive as it is, and we were advised it was able to do such things before signing on.
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I am writing this review as despite multiple communications between myself and the Orderhive team, they are still not able to provide us with basic information to run our business. The system is so limited in what it can do for the price, that we are having to pay external parties to fill in these gaps which are basic ERP system requirements. We have been with Orderhive for 6 months now and are still having on going issues that they cannot seem to resolve. It is not possible to pull off any reporting data on negative payments i.e refunds, even though the data is in the system. They have been unable to support Shopify integration properly, with incorrect currency coming through, they are not able to support multi currency. The link to Xero does not sync any refunded payments so beware you will have to enter this manually, alongside the fact that you cannot get a refund report, this becomes an arduous monthly task. I have raised these issues months ago with the support team but we are no closer to a resolution and it is costing us dearly as a small business. Shipment exports also do not work if your customer has special characters in their address, despite it working if you manually export, OH still have not been able to resolve this for us and as a result we are having to manually amend carrier labels or have the risk of getting rejected and charged. The reason I have not given 1 star is due to the help and response we did receive from Rehaan while he was at OH but unfortunately since he has left, the OH team have done nothing to update us or work on these issues.

We are using orderhive to manage our orders from different marketplaces. We are very satisfied with layout, speed, logical settings and the support you are always getting while needed.

A solid good piece of software. With great support and positive minded team

William Kurniadi, the onboarding specialist was a great support.
Multiple platforms to access information or instructions via videos and help articles are also available to guide us fix issues.

We have been using Cin7 for 10 months, overall the product performs well.

Unfortunately I am giving a low star rating due to the following:

1. Extremely poor customer support. We have raised support tickets for business critical issues and have had to wait weeks or months for the issue to be resolved, with no comms from support and no transparency to what is going on to resolve the issue.

2. Unreliable API. e.g. the Stock endpoint often returns different inventory levels from one call to the next.

3. After the onboarding process you're left with no account management. There is no account management structure, you're left in the wilderness with customer support (who take weeks/months to respond to tickets) and no way to escalate issues.

4. Integrations with 3rd party systems take months to get done, and there is no project management or transparency with the process. We requested a new 3PL integration about 2 months ago, Cin7 have not yet finished the integration, and we have no idea when it will be done by.

With better account management, and better tech support I'd be giving Cin7 4 or 5 stars. But for now I would not recommend the product.

I've carefully considered leaving a review as I understand how powerful reviews and user feedback can be. Unfortunately, the overwhelming reviews here on Trustpilot with regards to CIN7, are correct. ZERO SUPPORT and help-desk. The 'on-line support agent' is NEVER on-line. You leave a support request, and NEVER, EVER hear back or get a response via e-mail or call or anything. For fairness, Louis with the EDI integration team is superb! If CIN 7 were able to replicate him and actually HAVE a support desk/function/team -that would be fantastic! I have tried on numerous times to get help on adding new products (including the correct process to follow, the needed excel spreadsheet data-mapped fields) - NO REPLIES, understanding why my aftership returns app in my shopify store doesn't integrate with CIN7 - hence stock is different online store to Cin7 - NO replies. I need help on a new shopify app I want to install for pre-sales on products (NO HELP available for my question on which platform I should do this - the SHOPIFY store, or in CIN7 - this is a pre-sales program and I have NO way to track these pre-sales into CIN 7. Honestly, I am SO SORRY I went with CIN7. Overpriced and non-existent support. And the interface is NOT intuitive, the help documents are very, very basic.

Terrible Support after onboarding. Chat unavailable, documentation very poor, no phone support. Very difficult to run any kind of integrated business using CIN7

Terrible customer service! Live chat never available. Phone chat you get passed around "to a specialist" then nothing gets solved. Email help even worse, pretty sure they don't even look at their emails. Very hard to use system, no training and no support, terrible company, wouldn't recommend.

We have 3 shopify stores and one physical warehouse. All stores connected to Orderhive, all is working good and support is very helpfull and fast. We use orderhive 2 years, not have plan to move out. All is ok.

The system and the staff is not good if you've used different programs before. The support staff is one of the worst to have been encountered. They take days to reply and rarely address the concerns at hand. After several different issues that have gone unresolved, I've decided to leave a review. Whatever you do, find a different inventory management system. They truly are one of the worst companies on principal alone. And Cin7 is essentially an excel program. Stay away.

I have found cin7 fantastic. William and all the team have done as they said they would. Helped guide me through the setup and worked out solutions for what I needed tweaking and helped me get my head around it all. All excellent!